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Psicólogos clínicos tem sido considerados categoria de risco de desenvolver a Síndrome de Burnout. Com base no modelo de Demandas-Recursos, este estudo teve como objetivo verificar se a Inteligência emocional e a Autoeficácia profissional desempenham um papel mediador entre o Trabalho emocional e a Síndrome de Burnout em uma amostra de 240 psicólogos clínicos brasileiros. Os dados foram coletados por meio de plataforma on-line, tendo como instrumentos de pesquisa um questionário de dados sociodemográficos e laborais, o Cuestionario para la Evaluación del Síndrome de Quemarse por el Trabajo, o Questionário de avaliação relacionado a Demandas emocionais e Dissonância da regra da emoção, Medida de Inteligência Emocional e a Escala de Autoeficácia Geral Percebida. Os resultados, obtidos por meio de Modelagem de Equações Estruturais, revelaram que a autoeficácia e a inteligência emocional desempenham um papel mediador entre o Trabalho emocional e a Síndrome de Burnout.

Trabalhadores, tanto líderes como liderados, têm sido expostos a diversos estressores ocupacionais que, quando persistentes, podem ocasionar a síndrome de burnout. O estudo teve como objetivo explorar a diferença entre o grupo de trabalhadores líderes e liderados no que diz respeito às dimensões da síndrome de burnout (ilusão pelo trabalho, desgaste psíquico, indolência, culpa), Conflito no trabalho (conflito cognitivo com foco na tarefa, conflito emocional com foco na tarefa, conflito emocional com foco no relacionamento) e Trabalho emocional (demanda, dissonância). A amostra foi constituída por 628 trabalhadores, 247 líderes e 381 liderados, que responderam ao Spanish Burnout Inventory, à Escala de Conflito Triplo, duas subescalas de Trabalho Emocional: Demanda emocional e Dissonância emocional e um questionário de dados sociodemográficos e laborais. Os dados foram analisados mediante análise discriminante. O perfil discriminante revelou que o grupo dos líderes se diferenciou por ter apresentado mais conflito emocional com foco na tarefa e demanda emocional; o grupo de liderados apresentou maior indolência, ilusão pelo trabalho e culpa. Os resultados possibilitam sugerir ações diferenciadas para os grupos investigados.

Based on an analysis of the discourses and visual representations of 71 home care companies' websites in the Lisbon district, this article explores how these entities navigate the dominant discursive regimes in the Portuguese socio-cultural imaginary of the relationship between care and work, professionalism and affection. By addressing the dimension of emotional needs and affective relationships in care, several companies break boundaries in the idealised discursive constructions that place emotions and markets as untouchable poles. The discourses found vary between those that associate aspects of emotional labour with vocation, the family, the feminine, and those that seek to place aspects of emotional labour as skills that can be adapted to suit each client. Within a wide variety of approaches, it is possible to see how aspects of emotional labour that have historically devalued care are now mobilised to sell care as a commodity. [ABSTRACT FROM AUTHOR]

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In this essay, we argue that the way of operating for the social well-being, the psychophysical health, the safety and protection of passengers and crew of civil flights, is the core of the work of flight and cabin personnel, an essential socio-professional category. This is the actual job of the cabin crew category and what distinguishes the know-how of the flight crew. Although its public image - from foundational myths to fetish-images - transits between the figures of the on-board service provider or an etiquette wrapped in "charm", such socially constructed ideas and imagery do not resist a more detailed analysis and characterization. Risky, dangerous, or emergency situations, as well as the definition, ranking, and implementation of appropriate measures for each case, are part of the core of this vital activity. These critical reflections were elaborated from an action-research with the Social Inquiry into the Living and Working Conditions of Flight and Cabin Crew. [ABSTRACT FROM AUTHOR]

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Este artigo é parte dos resultados de uma pesquisa de doutoramento que visou estudar as emoções envolvidas no trabalho publicitário. O recorte escolhido analisa as práticas emocionais identificadas nos relatos dos profissionais deste setor, a fim de entender de que modo elas acontecem dentro do cenário laboral e o que revelam sobre o modo de produção capitalista. Para tanto, através de uma grade analítica constituída a partir das reflexões teóricas sobre o trabalho no capitalismo e o capitalismo emocional, analisamos os comentários da lista “Como é trabalhar aí? 2.0”, um documento com depoimentos anônimos sobre as rotinas nas agências de publicidade. Nossas conclusões demonstram como o trabalho emocional é, contraditoriamente, benéfico aos publicitários, ao mesmo tempo que também os torna ainda mais suscetíveis à exploração do capitalismo.

This article aims to discuss the discourses of content creators on social media (YouTubers, streamers, Instagrammers, influencers) about their jobs to understand how they personify, connect with, and help build contemporary labor imaginaries. Various authors have pointed out how the world of work has undergone essential transformations that advance precariousness, casualization, and intermittence in the workplace. Creators in social media are examples of this new working world, in which flexibility and the search for personal fulfillment are extolled as a substitute for remuneration. This article intends to answer the following questions: How do digital content creators and traditional media depict their professional activity? How are these discourses related to contemporary labor imaginaries? A sample of forty videos posted between 2015 and 2022 in which eleven Spanish content creators explicitly talk about their work is qualitatively analyzed. Recurring patterns of meaning are identified through a thematic qualitative analysis. The analysis shows that although content creators initially talked about their work using enthusiastic speeches that underline their “passion for work,” there are more contradictory speeches in recent years. Creators speak openly about the cost of their jobs, characterized by intensification, confusion between personal and professional lives, and the emotional toll. [ABSTRACT FROM AUTHOR]

Resumo Este artigo trata da atividade empreendedora realizada por mulheres dos estratos socioeconômicos médios que recorrem a uma organização intermediadora associada a uma grande empresa de tecnologia. Reflete-se sobre como o trabalho emocional e as formas de apresentação social são mobilizadas nessa organização. Suportado por observações etnográficas e entrevistas, o artigo revela como emoções, trabalho, extratrabalho e sentidos atribuídos ao feminino se conectam no empreendedorismo contemporâneo.

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A pesquisa sobre o trabalho emocional em enfermagem é já evidente, mas é necessário explicitar este campo de intervenção nas suas áreas específicas, nomeadamente, a pediátrica que comporta vários contextos. A finalidade desta revisão scoping é identificar e sistematizar a publicação disponível nas ferramentas eletrónicas de pesquisa, sobre o trabalho emocional em enfermagem pediátrica, o foco do mesmo em diferentes contextos pediátricos, e que teorias, modelos, algoritmos e outras orientações para a prática o explicitam e sustentam. De acordo com a metodologia de Arksey & O’Malley (2005), identificaram-se 29 publicações para revisão, nas quais é relevante a literatura científica (n=19), sendo os contextos pediátricos mais estudados: serviço de internamento, unidade de cuidados paliativos e unidade de cuidados intensivos neonatais. Apesar da escassez da investigação, verifica-se que o trabalho emocional em enfermagem pediátrica é valorizado, e que a sua conceção conflui para um predomínio do enfoque no trabalho emocional intra, inter e extrapessoal (uma perspetiva integradora). Esta revisão identifica oportunidades de investigação e desenvolvimento da conceção do trabalho emocional em enfermagem, nos contextos de cuidados pediátricos, dado existirem lacunas significativas na pesquisa qualitativa e quantitativa, incluindo estudos mistos, bem como o desenvolvimento de modelos conceptuais e clínicos.

Resumo Este artigo tem como objetivo discutir alguns aspectos generificados do trabalho dos agentes socioeducativos do estado do Rio de Janeiro em centros de internação para adolescentes em conflito com a lei. Ao descrever processos de patrulhamento de masculinidades, veremos como o trabalho emocional realizado por esses profissionais revela-se central para a construção de um modelo de atuação orientado por procedimentos de segurança em detrimento das atividades socioeducativas.

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O objetivo do estudo foi investigar como ocorrem as relações entre demandas e estratégias de tra-balho emocional e engajamento no trabalho em policiais militares. Participaram da pesquisa 302 policiais. Os instrumentos usados foram: Emotional Labour Scale — ELS, Emotion Work Require-ments Scale —EWRS e Utrecht Work Engagement Scale -UWES. Para testar o poder preditivo das di-mensões do trabalho emocional foram realizadas análises de regressão múltipla. As demandas de intensidade/variabilidade e de expressão de emoções negativas não apresentaram relações estatisti-camente significativas com o engajamento. As demandas de expressão de emoções positivas com ví-timas, superiores e outros policiais e a estratégia de ação profunda foram preditores positivos, ao contrário da estratégia de ação superficial que foi preditora negativa do engajamento no trabalho. Esse artigo contribui para diferenciar as demandas emocionais conforme o grupo de interação; e ca-racterizar o trabalho emocional do policial e sua relação com o engajamento, destacando a impor-tância do desenvolvimento de competências socioemocionais.

O objetivo deste estudo foi caracterizar trabalho emocional docente ao identificar e mapear as de-mandas emocionais no contexto do ensino profissional e tecnológico. A coleta de dados realizou-se em duas etapas: pesquisa documental e técnica do grupo focal com participação de seis gestores e seis professores. Adotou-se a análise indutiva para o corpus documental, com apoio do software Atlas.ti, e um sistema dedutivo de codificação e categorização aberto para análise do corpus dos grupos focais. Foram definidas oito demandas emocionais agrupadas em três macrocategorias: inte-racional, técnico-pedagógico e intrapessoal. Os eventos afetivos interacionais mobilizam fortemente os docentes, principalmente quando se trata do comportamento inadequado do aluno. Conclui-se que as demandas emocionais da interação professor-aluno exigem maior preparo do docente para assegurar o seu desempenho e manter o seu bem-estar.

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The research on emotional labor in nursing is already evident, however it is necessary to explain this field of intervention within its specific fields, namely, the pediatrics, which comprises several contexts. The purpose of this scoping review is to identify and systematize the publications availability within electronic research tools, about emotional labor in diverse pediatrics nursing care contexts, their focus, and which theories, models, algorithms and other practice guidelines which explains and sustain the emotional labor in pediatric nursing care. Following the Arksey & O'Malley (2005) methodology, 29 publications for review were identified, in which the scientific literature predominates (n=19), being the most studied pediatric contexts: pediatric inpatient service, pediatric palliative care and neonatal intensive care. Despite the lack of investigation within this scope, it appears that the emotional labor in pediatric nursing is valued, and its conception converges to a predominance of the focus on intra, inter and extrapersonal emotional labor (an integrative perspective). This review identifies research and development opportunities regarding the emotional labor concept in the pediatrics nursing care contexts, as significant gaps in qualitative and quantitative research were identified, including mixed studies, as well as the emotional labor in nursing conceptual and clinical models development. [ABSTRACT FROM AUTHOR]

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This study aimed to analyse relations between emotional labor strategies and demands and work engagement in a sample of 302 military policemen. Instruments were the Emotional Labour Scale -- ELS, Emotion Work Requirements Scale -- EWRS and Utrecht Work Engagement Scale -- UWES. Predictive Power of emotional labor dimensions were tested through multiple regression analyses. Demands of expressing negative emotions and demands of intensity and variability did not show statistical significant correlation with engagement. Demands of expressing positive emotions toward victims, superiors and other policemen, as well as the deep action strategy were both positive predictors, unlike superficial action strategy was a negative predictor of engagement at work. The study gives contributions to differentiate emotional demands according to interaction target group, deepens the understanding of military policemen emotional work and its relation to work engagement, underlyning the relevance of socioemotional competences development among these profesionals. [ABSTRACT FROM AUTHOR]

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Purpose: The purpose of the research is to understand how the organization can assign meaning to the emotional labor performed by salespeople in the experience store. For this, it was analyzed the sources of the meaning of the work in the process of managing the emotions realized by the salespeople. Originality/value: There are few studies in the international literature that proposed to articulate the meaning of work (Rosso, Dekas & Wrzesniewski, 2010) and management of emotions (Grandey, 2000) and there is no research about it on the national level. Based on this gap, the present research proposes that the meaning of work and management of emotions are intrinsically related in the management field, as a way of homogenizing behaviors and feelings related to work and organization. The originality of the research is to explain how organizations can establish mechanisms of meaning to work and contribute to processes of management of emotions with a more genuine character, and, consequently, how this subjective form of the work contributes to the construction of the brand experience in the sales environment. Design/methodology/approach: This is qualitative research that occurred in an experienced store located in the city of São Paulo. The methodological strategy was to enter the universe of work of the salespeople, through participant observation technique, with the purpose of understanding and explaining how the sources of the meaning of the work can contribute in the process of management of the emotions realized by the salespeople. The Hermeneutics was adopted for data analysis. Findings: The research presents that the sources of the meaning of work promoted by the organization, such as "authenticity", "self-efficacy", "belonging", "self-esteem", "sense of purpose" and "transcendence" mobilizes the salespeople's genuine emotions toward organizational goals. Objetivo: O objetivo da pesquisa é compreender como a empresa pode atribuir sentido ao trabalho emocional realizado por vendedores de uma loja de experiência. Para isso, analisou-se o papel das fontes de sentido do trabalho no processo de gerenciamento das emoções realizado pelos vendedores. Originalidade/valor: Observaram-se poucos estudos que se propuseram a apresentar uma articulação entre sentido do trabalho (Rosso, Dekas, & Wrzesniewski, 2010) e gestão das emoções (Grandey, 2000) na literatura internacional, não havendo pesquisas sobre tal temática no âmbito nacional. Partindo dessa lacuna, a presente pesquisa propõe que o sentido do trabalho e a gestão das emoções estão intrinsecamente relacionados no campo da gestão, como forma de homogeneizar condutas e sentimentos relacionados ao trabalho e à organização. A originalidade da pesquisa reside em explicar como as organizações podem estabelecer mecanismos de sentido ao trabalho e contribuir com processos de gestão das emoções com caráter mais genuíno. E, consequentemente, como essa formatação subjetiva do trabalho contribui para a construção da experiência da marca no ambiente de venda. Design/metodologia/abordagem: Trata-se de uma pesquisa qualitativa que ocorreu em uma loja de experiência localizada na cidade de São Paulo. A estratégia metodológica consistiu em adentrar o universo de trabalho dos vendedores, via observação participante, com o objetivo de compreender e explicar de que forma as fontes de sentido do trabalho podem contribuir no processo de gestão das emoções realizada pelos vendedores. Para análise de dados adotou-se a hermenêutica. Resultados: A pesquisa apresenta que as fontes de sentido do trabalho promovidas pela empresa, como "autenticidade", "autoeficácia", "pertencimento", "autoestima", "senso de propósito" e "transcendência", permitem mobilizar as emoções genuínas dos vendedores em direção aos objetivos organizacionais.

The objective of this study was to characterize teachers' emotional labor by identifying and mapping the emotional demands in the context of professional and technological teaching. Data collection was carried out in two stages: documentary research and focus group technique with the participation of six managers and six teachers. We adopted inductive analysis for the documentary corpus, with the support of the Atlas.ti software, and a deductive system of codification and open categorization for the analysis of the corpus of the focus groups. Eight emotional demands were grouped in three macro categories: interactional, technicalpedagogical, and intrapersonal. Interactive affective events strongly mobilize teachers, especially when it comes to inappropriate student behavior. It is concluded that the emotional demands of the teacher-student interaction require greater preparation of the teachers to sustain their performance and to maintain their well-being. [ABSTRACT FROM AUTHOR]

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Este artigo forma parte de uma investigação que tem como objetivo estudar a configuração da afetividade nos professores do ensino primário na Argentina (1870-1970). Centrando-se no período de 1920-1940, são escolhidos alguns conceitos – amor romântico, trabalho emocional e atmosferas afetivas –, para estabelecer um dialogo com o corpus selecionado. A partir da noção de ‘narrativa sentimental docente’ se procura entender a estrutura emocional que implica o trabalho do professor. Por outro lado, adverte-se que a crescente afetividade docente persegue fins não só ligada à disciplina dos alunos, mas também aos seus resultados académicos. Finalmente, o interesse da época pelo ‘tacto pedagógico’ possibilita pensar chaves afetivas pouco definidas que procuram motorizar o empreendimento educacional.

The concept of emotional labor is investigated in healthcare by various disciplinary areas, but in different perspectives. The purpose of this scoping review is to identify and systematize the scientific production available in research database about the emotional labour in healthcare, not only regarding the distribution of publications, but also the areas of health that have contributed to the development and operationalization of emotional labour, and its conceptualization. According to the methodology of Arksey & O'Malley (2005), were initially identified the search terms, later undertook an extensive research on EBSCOhost with access to the CINAHL, MEDLINE databases, Google Scholar, JBI and Scielo, the US National Library of Medicine (PubMed) bibliographic database, the ScienceDirect and ResearchGate platform, and the Open Access Scientific Repositories of Portugal (RCAAP), having obtained 136 publications for review in which predominant scientific literature (n=n4). Nursing is the health area with more publications. Regarding the design of emotional labour were identified three areas of focus: autofocus; client, professional and relationship focus; and client focus. There are significant gaps in qualitative and quantitative research, including mix studies, in all groups of health professionals in the community context, and as well as in conceptual models and clinical studies of emotional labour. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of the research is to understand how the organization can assign meaning to the emotional labor performed by salespeople in the experience store. For this, it was analyzed the sources of the meaning of the work in the process of managing the emotions realized by the salespeople. Originality/value: There are few studies in the international literature that proposed to articulate the meaning of work (Rosso, Dekas & Wrzesniewski, 2010) and management of emotions (Grandey, 2000) and there is no research about it on the national level. Based on this gap, the present research proposes that the meaning of work and management of emotions are intrinsically related in the management field, as a way of homogenizing behaviors and feelings related to work and organization. The originality of the research is to explain how organizations can establish mechanisms of meaning to work and contribute to processes of management of emotions with a more genuine character, and, consequently, how this subjective form of the work contributes to the construction of the brand experience in the sales environment. Design/methodology/approach: This is qualitative research that occurred in an experienced store located in the city of São Paulo. The methodological strategy was to enter the universe of work of the salespeople, through participant observation technique, with the purpose of understanding and explaining how the sources of the meaning of the work can contribute in the process of management of the emotions realized by the salespeople. The Hermeneutics was adopted for data analysis. Findings: The research presents that the sources of the meaning of work promoted by the organization, such as "authenticity", "self-efficacy", "belonging", "self-esteem", "sense of purpose" and "transcendence" mobilizes the salespeople's genuine emotions toward organizational goals. [ABSTRACT FROM AUTHOR]

O estudo objetivou avaliar o valor preditivo das estratégias de regulação emocional na percepção de trabalho emocional dos atendentes propondo-se que reavaliação é mais utilizada do que supressão (H1), reavaliação prediz o uso de ação profunda (H2), supressão prediz o uso de ação superficial (H3) e emoções genuínas são menos utilizadas do que ação superficial e ação profunda (H4). 260 participantes responderam ao questionário de regulação emocional e à escala de trabalho emocional. Para testar as hipóteses foi usado o teste t de medidas pareadas. As hipóteses H2 e H3 foram avaliadas com a análise de regressão linear. Houve prevalência de uso da reavaliação e de emoções genuínas, corroborando a H1 e refutando a H4. Reavaliação prediz o uso de ação profunda, confirmando H2. Supressão não prediz a ação superficial, refutando H3. Conclui-se que os participantes baseiam seu trabalho emocional no uso mais adaptativo de ação profunda. Também utilizam emoções espontâneas, sinalizando haver uma convergência entre o que se sente e o que se espera da atuação profissional.

O objetivo desta pesquisa foi verificar o papel preditor do trabalho emocional na incidência de burnout em policiais militares. Participaram 525 profissionais militares. Os instrumentos utilizados foram a Emotional Labour Scale, a Emotion Work Requirements Scale e a subescala de exaustão emocional do Maslach Burnout Inventory for Human Service Survey, previamente adaptados para o português. As duas primeiras escalas passaram por uma validação cruzada, e foi realizada uma regressão múltipla com os fatores delas derivados e variáveis sociodemográficas. Os resultados indicam que estes fatores do trabalho emocional: variedade e intensidade das emoções (β = 0,36; p < 0,001), frequência de interação com suspeitos e criminosos (β = 0,11; p < 0,01), atuação profunda (β = 0,17; p

Este artigo visa a apresentar resultados de uma pesquisa qualitativa cujo objetivo principal foi analisar criticamente o sofrimento ancorado no trabalho precarizado de limpeza. Foram realizadas observações e entrevistas semiestruturadas com 12 trabalhadores de limpeza terceirizados de shopping centers no Brasil e no Canadá. A análise das entrevistas buscou regularidade dos assuntos recorrentes, agrupou elementos para constituir os núcleos temáticos de análise e construiu indícios para realizar a coerência teórica a partir da interpretação das descobertas sistematizadas. A pesquisa mostrou que o nojo e a humilhação dos trabalhadores de limpeza, ao lidarem com o lixo e a sujeira deixados pelos clientes em praças de alimentação e banheiros, são causa de sofrimento e demandam a performance de Trabalho Emocional. Foi possível encontrar, nos dois países, três núcleos temáticos de análise que se inter-relacionam no cotidiano do trabalho terceirizado de limpeza de shopping centers: o nojo, a humilhação e o controle.

RESUMO: A representação do câncer tende a ser negativa pela ansiedade, medo, dor, perda e incerteza do diagnóstico, tratamento e acompanhamento. Os hospitais oncológicos têm características particulares em termos dos estados emocionais gerados, afetando profissionais de saúde, pacientes e familiares. Os objetivos foram compreender as percepções individuais, as representações mentais e os atributos relacionados à gestão de emoções no trabalho. Utilizando metodologia qualitativa, seis profissionais de saúde de três grupos profissionais do Instituto Português de Oncologia de Coimbra Francisco Gentil, situado em Coimbra, Portugal,foram entrevistados em 2008, com aplicação da técnica de análise de conteúdo. Os resultados mostram que elevar o nível de consciência sobre os estados emocionais, combinado com suporte de qualidade e desenvolvimento de atividades apropriadas podem contribuir para o bem-estar e a qualidade de vida dos cuidadores. Conclui-se que os resultados podem subsidiar a implementação de soluções para apoiar a regulação emocional dos profissionais de saúde. ABSTRACT: Representations of cancer tend to be negative because of anxiety, fear, pain and loss, and the uncertainty of diagnosis, treatment and follow-up. Cancer hospitals have particular characteristics in terms of emotional states generated there, which affect the health professionals, patients and relatives who interact in them. The study objectives were to understand individual perceptions, mental representations and attributes relating to management of emotions at work. Using a qualitative methodology, six health care professionals from three professional groups at the Francisco Gentil Portuguese Institute of Oncology, in Coimbra, Portugal, were interviewed in 2008, and content analysis echnique was applied. The results show that raising levels of awareness about emotional states, combined with quality support and appropriate activities, can contribute to caregivers’ well-being and quality of life. It was concluded that the results can inform the implementation of solutions to support health professionals’ emotional self-regulation RESUMEN: La representación del cáncer tiende a ser negativa debido a la ansiedad, miedo, dolor, pérdida y incertidumbre del diagnóstico, tratamiento y seguimiento. Hospitales de cáncer tienen características particulares em términos de los estados emocionales generados, afectando profesionales de salud, pacientes y familiares. Los objetivos fueron conocer las percepciones individuales, las representaciones mentales y los atributos relacionados con la gestión de las emociones en el trabajo. Utilizando una metodología cualitativa, seis profesionales de la salud de três grupos profesionalesdel Instituto Português de Oncologia de Coimbra Francisco Gentil, situado em Coimbra, Portugal, fueron entrevistados em 2008 con la aplicación de la técnica de análisis de contenido. Los resultados muestran que el aumento del nivel de conciencia de los estados emocionales, combinado con el apoyo de calidad y el desarrollo de actividades apropiadas pueden contribuir para el bienestar y la calidad de vida de los cuidadores. Se concluye que los resultados pueden subsidiar la implementación de soluciones para apoyar la regulación emocional de los profesionales de salud.

The M.I.E.D.O. report, published by Article 19 in March of 2016, gives an account of the aggression against and murders of journalists in Mexico during 2015. Through an analysis of that report we attempt to understand why and how fear can function not only as a policy for control, but also as a social force capable of guiding and reconfiguring new rules of emotional management among the groups targeted for domination. Using the sociocultural perspective of the emotions, we attempt to understand the transition from individual fear that ends in retreat, to a collective fear that organizes and develops into social actions. The analytical emphasis is placed on the emotional dimension contained in the notion of the work and emotional regulation of journalists, through the creation of networks to deal with the emotional discrepancies produced by fear experienced at the individual level, which has led to the formation of emotional communities with common goals: the protection and professionalization of their committed communicative work, to confront the violence to which they have been subjected in recent years in Mexico. [ABSTRACT FROM AUTHOR]

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Work rules are constantly changing (Goleman, 1998) and today workers need not only the experience and knowledge, but also people skills. Hochschild (2003) states that the emotional state of an employee is a significant part of all the accomplished service and that the companies started demanding expressions of emotion according to customer's demand. The concept of Emotional Labour (EL) enlightens the notion of how an occupation is experienced by workers and how workers are managing their emotions in order to meet organisational and occupational needs. For Morris and Feldman (1996), the emotion is a resource available to the organisation and, because of that, has to be studied with emphasis in the business sector. In this study, the empirical focus is on the Executive Secretary, that according to Castro, Lopes and Sena (2008) the profile follows the changes and the expectations, demanding a flexible and pro-active attitude. Bearing that discussion in mind, this study main objective is to analyse EL and secretarial work. This qualitative study presents an empirical contribution as it was based on four in-depth interviews carried out with secretaries who work in a federal university in Brazil. The results indicated that the secretaries perform a lot of EL. Due to their labour interactive and multi-task nature, the effects of the organisational changes as well as the adaptation to new demands within the employment environment, the secretaries performs tasks that go beyond their employment requirements. [ABSTRACT FROM AUTHOR]

This summary examines the emotional labor of social workers, based on a Masters level study developed in the metropolitan area of Goiânia, Goiás. With this aim, it proposes a discussion about this concept, rarely seen in Social Work literature, attempting to identify how emotional labor is realized and managed in this profession. The results show that emotional management is one of the various dimensions and requirements of the job in Social Work and indicate that social workers do experience emotions, to a considerable degree, and alter the emotional management in the different demands, skills and situations related to the profession. Nevertheless, Social Work involves an intrinsic gender intersection, taking the gendered emotional labor as constitutive of the very construction of professional identity. [ABSTRACT FROM AUTHOR]

This paper aims to understand how call center operators manage their emotions during their work routines. The theoretical framework is based on Hochschild (1983) approach regarding the management of emotions in organizations and the concept of emotional labor - mechanisms of emotions' management during worklife experience that have the effect of producing a set of rules and techniques of emotional expression in the workplace. Data was collected through in-depth interviews with fourteen telemarketing workers in two call centers. The results highlight a number of physical techniques to manipulate the emotions at workplace showing not only symbolic, but also physical effects of emotion management practiced by individuals in the everyday work. [ABSTRACT FROM AUTHOR]