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List of Figures and Tables | |
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Preface | |
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Acknowledgments | |
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Emotional Connections: Intersections of Communication, Work, and Feeling | |
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The Ubiquity of Emotional Communication | |
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Five Types of Organizational Emotion | |
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Emotional labor and surface acting | |
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Emotional work and deep acting | |
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Relational emotion | |
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Emotional boundary spanning | |
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Emotional effects | |
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Why Take an Organizational Communication Perspective? | |
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Good Work: Emotional Communication and Moral Meanings | |
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Survival of the Kindest? | |
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Emotion-Guided, Interest-Sensitive Communication | |
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Emotion guided | |
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Interests and goals | |
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Emotionally Competent Employees | |
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Conclusion | |
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Communicating Emotion: Levels of Organization and Forms of Expression | |
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Levels of Communication | |
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Individual | |
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Relational | |
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Workgroup | |
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Organizational | |
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Occupational | |
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Societal | |
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Global | |
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Processes of Emotional Communication | |
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Non-verbal cues | |
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Words and language | |
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Tactics | |
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Interaction sequences | |
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Emotion sharpening | |
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Emotion uncovering | |
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Blunders and slips | |
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Narratives | |
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Rituals | |
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Conclusion | |
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Emotional Occupations | |
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Emotional Jobs | |
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Surface Acting and Boundary Work: Meet the "Director of First Impressions" | |
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Emotional Believers: Deep Acting and the Education of Book Salespersons | |
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Emotion Prescribers: The Curious Case of "Dr Phil" | |
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Emotion Elicitors: Stand-up Comics, Film-makers, and Police Officers | |
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Emotional Meaning Makers: Clergy, Gurus, and a "Spiritual Warrior" | |
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Emotional Resilience Builders: Trainers, Drill Sergeants, and Medical Students | |
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Emotion Orchestrators: Athletic Coaches, Funeral Directors, and Managers | |
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Coolers and Soothers: Crisis Workers, Counselors, and Con Artists | |
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Moral Emoters: Social Activists, Politicians, and Cable Television Hosts | |
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Emotional Utility Players | |
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Toxin Handlers | |
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Mood shifters | |
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Emotion articulators | |
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Occupational Socialization: Learning the Emotional Ropes | |
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Parenting and family experiences | |
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Childhood activities | |
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Media modeling | |
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Formal education and training | |
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Diverse life experiences | |
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Conclusion | |
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Work Relationships: Getting Emotional with Peers, Supervisors, and Others | |
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Work Relationships are Emotionally Unique | |
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Workplace varieties of relational emotion | |
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Types of Work Relationships | |
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Leaders and followers | |
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Peer Relationships | |
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Workplace friendships | |
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Emotionally difficult relationships | |
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Team relationships | |
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Creative partnerships | |
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Relational Functions of Emotional Communication | |
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Provoking | |
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Detecting/anticipating | |
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Maintaining | |
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Tipping | |
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Intensifying | |
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Forgiving | |
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Soothing | |
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Remembering/reconstructing | |
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Developing/maturing | |
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Conclusion | |
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Emotion and Organizational Morality | |
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The Signal Function of Emotion | |
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Signaling danger | |
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Signaling moral jeopardy and moral decay | |
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Signaling face threat | |
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Moral Emotions at Work | |
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Documenting the moral emotions | |
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Moral Emotions and Communication Process | |
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Emotional Tyranny | |
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Emotional weaponry: a brief primer | |
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Conclusion: Emotion as a Guide to Doing Good | |
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Emotional Trends | |
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Emotional Connectivity | |
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Ephemeral Emotional Connections | |
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Emotional Jobs, Products, and Services | |
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Emotional jobs | |
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Emotional products and services | |
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Economic Trends and Emotional Costs | |
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Popular Media and Emotional Desensitization | |
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Emotional Rampage | |
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Emotional Mending: Justice and Forgiveness at Work | |
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Conclusion | |
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Index | |