Faculty Publications

Title

Bending the rules of "professional" display: Emotional improvisation in caregiver performances

Document Type

Article

Keywords

Emotion rules, Emotional improvisation, Organizational emotionality

Journal/Book/Conference Title

Journal of Applied Communication Research

Volume

29

Issue

4

First Page

317

Last Page

340

Abstract

Organizational norms of emotional expression are open to negotiation through improvised performances, as employees may bend or break emotion rules to gain more leeway in expressiveness and participate in the development of their own role identities in the workplace. In this ethnographic study, a dramaturgical perspective is used to analyze the processes and outcomes of emotional improvisation as observed among nurses, technicians, and physicians in a cardiac care center. It was found that the emphasis on maintaining a "professional" appearance in caregiving largely constrains actors to perform along their scripted roles. Results are discussed in terms of practical implications for training/education for health care providers and recipients. This study complements Goffman's (1959, 1961) emphasis on external role-playing by considering actors' internal feelings in relationship to observable emotional displays.

Original Publication Date

11-1-2001

DOI of published version

10.1080/00909880128114

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