More‐than‐human emotions: Multispecies emotional labour in the tourism industry

The concept of emotional labour has been subject to critique, evaluation, development and extension over the last 35 years, but it remains firmly anthropocentric. This article begins to address this shortcoming by illustrating some of the productive potential of extending the concept of emotional labour to include more‐than‐human and multispecies perspectives. Organizations are not solely human phenomena, but research usually fails to consider the role of non‐humans in work in contemporary capitalism. Using the example of trail horses in tourism, I argue that some non‐human animals should be considered workers, and that they do perform emotional labour in service to commercial organizations. More‐than‐human and multispecies perspectives capture some of the complexities of everyday organizational practices, and can inform feminist research attuned to the experiences of marginalized others, human and non‐human.     

The Art of Pacifying an Aggressive Client: ‘Feminine’ Skills and Preventing Violence in Caring Work

This article explores the complex interconnection between gender and emotion in the context of client‐perpetrated violence at work, focusing on interviews with and writings by Finnish nurses and social workers to discuss the ‘feminine’ emotional skills that are supposed to prevent violence. The social formation of these skills is analysed with the concept ‘emotional habitus’: emotional skills derive from the socially acquired disposition to manage emotions according to the gendered values of caring work. Emotional habitus, based on the internalized, second‐nature sense of emotional management, is shown to both persuade and enable employees to use emotional skills as assets for negotiating violence. This article discusses the potentiality for active agency enabled by skilful emotional management in violence prevention, bearing in mind the gender inequalities and internal contradictions connected to the social formation and practice of those skills.     

The ‘animal‐advocacy agenda’: exploring sociology for non‐human animals

This paper focuses on sociology and the study of human non‐human animal relations. Using as a catalyst referees' comments on a previous paper about experiments using non‐human animal subjects, in this present paper three problematics are identified and discussed. These problematics centre on the ‘acceptable’ content of sociological inquiry, the ‘permissibility’ of advocacy‐oriented sociology, and the ‘admissibility’ of non‐human animal‐advocacy to advocacy‐oriented sociology. The three problematics are explored through the lens of reflexive and critical sociology. Two central questions are raised: first, should sociology include the study of non‐human animals and secondly, can sociology advocate for non‐human animals? The paper concludes with an affirmative response to both of these questions. The paper ends by stressing that sociology has so much to offer the study of human non‐human animal relations. Professional sociologists have a key role to play in enabling this work to move from margins to centre in published sociology.     

Workers with disabilities and the challenges of emotional labour

This paper explores the implications of emotional labour for workers with disabilities, drawing on qualitative data from interviews with 59 respondents who had disabilities and who worked in service sector occupations. The analysis illustrates that employer demands for emotional labour may prove difficult for workers with a range of disabilities, including psychiatric diagnoses, learning difficulties and physical impairments. Analysis also points to the ways in which the non‐accommodating nature of many workplaces often forces workers with disabilities to engage in ‘extra’ emotion work in the interests of fitting in and concealing/ downplaying their impairments.     

When the main job tasks are perceived to be ‘irrelevant’ in the workplace: the internal uselessness of corporate social responsibility work in Japan

ABSTRACT

Despite a symbolic shift toward ‘emotional taint’ in dirty work literature, the role of the workplace has not been studied in relation to socially admired professions, such as corporate social responsibility (CSR) work. This article carries out an in-depth, critical examination of CSR as an emotionally tainted occupation in Japan. Its findings, substantiated by an analysis of 34 CSR workers’ rhetoric, help conceptualise ‘internal uselessness’. This emerges when workers feel their organisations publicly foster an image of their work that is decoupled from its internal reality, assigning them chief tasks they consider irrelevant. This leads to negative consequences that damage their workplace social relationships, professional aspirations and emotional well-being. The findings ultimately show that these CSR workers in Japan attempt to counterbalance internal uselessness through a social quest with peers outside their workplace, but also manage their emotions by rationalising their job status as inescapable, influenced by situated commitment norms.     

‘It's Just Acting’: Sex Workers’ Strategies for Capitalizing on Sexuality

This article reports on an ethnographic study of female sex workers in Britain who work in the indoor prostitution markets. The empirical findings contribute to the sex‐as‐labour debate and add to the sociological literature regarding the gendered and sexualized nature of employment, particularly the aesthetic and emotional labour of service work. Grounding the empirical findings in the theory of identity management and emotional labour and work, the article reviews some of the existing examples of how sex workers create emotion management strategies and describes an additional strategy, that of the ‘manufactured identity’. I argue that sex workers create a manufactured identity specifically for the workplace as a self‐protection mechanism to manage the stresses of selling sex as well as crafting the work image as a business strategy to attract and maintain clientele. Drawing on comparisons between sex work and other feminized service occupations, I argue that sex workers who are involved in prostitution under certain conditions are able to capitalize on their own sexuality through the construction of a manufactured identity. The process of conforming to heterosexualized images in prostitution is conceptualized as not simply accepting dominant discourses but as a calculated response made by sex workers to manipulate the erotic expectations and the cultural ideals of the male client.     

Resisting sexism and speciesism in the social sciences: Using feminist,species‐inclusive,visual methods to value the work of women and (other) animals

Visual methods offer social scientists some promising possibilities for valuing the work of women and animals in domestic homes and formal organizations, such as schools, hospitals, residential care facilities and other workplaces. In this article, we consider how visual methods might be used to ‘put women and animals in the frame’. We draw data and inspiration from our What is it About Animals study [2015–2016], which involved an online call for people over 16 years of age, to post pictures, poems, stories and videos depicting what animals mean to them. We pay attention to attempts to resist sexism and speciesism in the valuing of work, including emotional labour. We consider the possibility of post‐humanist methods for animal subject‐hood, and a sociology of animals, emotions and work. We end with a discussion of possible future visual methods projects to value the work of women and (other) animals.     

Gendered Identities in the Work of Overseas Tour Reps

Gender construction within the tourism and leisure industry is under‐researched. In this article, we draw on empirical research on overseas tour reps to consider the ways in which men and women working alongside each other in the same feminized role ‘do gender’. In particular we explore how these workers deal with the particular dilemmas of the sexualization of women at work and the men reps’ potential threat to their heterosexuality, in a role where the boundaries between work and play are ambiguous. We argue that reps reveal masculinities and femininities that comply with traditional expectations. Young men reps are portrayed in ‘laddish’ terms in relation to their engagement with alcohol and sexual relationships with guests. Women reps emphasize their role as providers of emotional labour and taking control of guests’ perceptions and report refraining from sexual relationships with guests. Even within the same work role in this case study, men and women appear to construct different work identities.     

Navigating the ‘shadow of loss’ in mental health social work

ABSTRACT

The human experience of loss has been at the centre of psychoanalytic understandings of the human condition since Freud’s first writings on ‘melancholia’. This essay draws on psychodynamic theory to show how workers who are attuned to the experience of loss in service users can shape their interventions accordingly. By reflecting on how a diagnosis of ‘depression’ might better be understood as the rippling wave of past grief, professionals can utilise the dynamics of projection, transference and containment to help understand the emotional pain of individuals they support. But this essay also suggests that the use of psychodynamic practice works best when it is bolstered by other frameworks – in this case an understanding of systems theory. When the two traditions are utilised together, they provide an understanding of psychic phenomena which can enable social workers to build a basis for effective interventions with service users experiencing mental distress.     

Natural and social order at Walt Disney World; the functions and contradictions of civilising nature

Elias’ theory of the civilising process is used to show how the Walt Disney World Theme Parks construct social control over visitors without calling into question the official presentation of these visitors as free, choice‐making, experience seeking individuals. Particular attention is drawn to the manipulation of images of nature as either ‘wild’ or ‘civilised’ to code, respectively, forbidden and legitimate places for visitors. In doing so, WDW is able to maintain civilised, non‐coercive, discourse with its ‘guests’ who are, thus presented to themselves as responsible and self‐regulating persons. Attention is drawn to the contradiction that this strategy creates between ‘authentic’ and ‘civilised’ spectacle particularly in the presentation of animals. It is noted how this creates an imperative to show only civilised animal behaviour but which, in turn, limits the means that the Disney Corporation can adopt in order to create a space that is free from the intrusion of uncivilised nature.     

Gendered,Invisible Work in Non‐profit Social Service Organizations: Implications for Worker Health and Safety

Nonprofit organizations (NPOs) play an important role in the provision of health and social services. In Canada the nonprofit sector includes 7.5 million volunteers and employs over 1.6 million paid workers. The sector is overwhelmingly female‐dominated — women make up over 80 per cent of workers in these nonprofit services. Work performed by women has traditionally been undervalued and invisible. It has often been considered safe by researchers, employers, policymakers and sometimes even workers themselves. Although there is some indication that jobs in the restructuring social services sector can be characterized by constant demand, high stress and violence, research into the working conditions and health hazards of these types of jobs has not been a priority. Using data from a qualitative study examining work in NPOs, we trace the ways that work performed in these workplaces is both gendered and invisible. We identify three types of invisible labour. ‘Background work’ facilitates and supports more visible and recognized organizational activities. Certain organizational language obscures the full spectrum of work that takes place in the organizations and the risks it may involve. ‘Empathy work’ includes the relationship building, counselling and crisis intervention that comprise key components of social service delivery. ‘Emotional labour’ involves the management of client emotions and workers' own emotions in the process of working with clients and delivering care under conditions of scarcity and contraction. The invisibility of these activities means that much of the day‐to‐day work done in the organizations, while particularly important in the context of social service restructuring, is taken‐for‐granted and undervalued by organizational outsiders. As a result, many of the hazards present in the jobs are hidden from view and workers' health may be compromised. We argue that the invisibility and taken‐for‐grantedness of certain types of work in NPOs is reflected in, and constitutive of, particular exclusions and shortcomings of current occupational health and safety systems designed to protect the health of workers.     

Work,Bodies and Boundaries: Talking Sexual Harassment in the New Economy

This article examines sexual harassment in the context of the new economy and highlights the manner in which the changing nature of work — and in particular the acknowledged rise of sexualized ‘body work’ — troubles conventional understandings of what constitutes sexual harassment in the workplace and the means to address it. Using data from a small‐scale qualitative study of service workers and professional employees, we explore the ways in which those definitions of sexual harassment now fail to match participants' accounts of their working lives. We examine sexual harassment in the context of the rise of service roles that require forms of increasingly sexualized ‘body work’ from employees, increased demands for workers to ‘self‐manage’, and new flexible modes of employment that blur the boundaries between being ‘on’ and ‘off’ the job. We conclude that these ‘new’ modes of work may provide the conditions for the revival of ‘old’ stories which limit the capacity of individuals to recognize and label behaviours as ‘sexual harassment’.     

Emotions and Emotional Labor at Worker‐Owned Businesses: Deep Acting,Surface Acting,and Genuine Emotions

Members of worker cooperatives—organizations collectively owned and democratically run by their workers—report substantial differences in how they can or must perform various emotions, compared with previous work at conventional, hierarchical organizations. First, some emotions not allowed in conventional workplaces are fully permitted at worker cooperatives, including negative emotions, like anger, but also positive emotions, like enthusiasm. In contrast, other emotions must be displayed, even if insincere. Sometimes, these displays are accomplished through surface acting, like pretending to happily accept the slow pace of committee‐led change. Other times, through deep acting, members internalized new emotional reactions, such as pride, instead of resentment, when helping coworkers even after their own shifts had ended.     

Natural relations: horses,knowledge, technology1

Maintaining the tensions and divisions between the human and non‐human, nature and culture has been a mainstay of Euro‐American thought. Drawing upon two studies of people's associations with horses, we examine how these divisions are being reworked in the social sciences as well in everyday life. We focus on how different ideas about ‘horses’, ‘horsemanship’ and how knowledge is acquired, accomplishes different social worlds. Specifically, what emerges in these differential discourses is that a paradox is put into play to make a distinction between traditional and contemporary ways of being in relation to nature and the animal; it is the paradox of what we want to refer to as ‘natural technologies’. We suggest that the paradox of ‘natural technologies’ is a proliferating feature of Euro‐American cultural life that troubles old divisions between nature and culture and propose that it indicates less about a politics of nature than a politics of culture. Specifically, we show that the preoccupation with bringing nature, and the non‐human, more into alignment with the human promotes ethics and equality as matters of lifestyle choice to the exclusion of very specific ideas about tradition, hierarchy, evolution and socialization.     

Non‐job work/unpaid caring: Gendered industrial relations in long‐term care

This article explores the operation of gender and industrial relations in long‐term care work or nursing home work, ‘from within’ the experience of the predominantly female workforce in seven unionized facilities in Canada. Drawing on qualitative case study data in non‐profit facilities, the article argues that the main industrial relations challenges facing long‐term care workers are that their workplace priorities do not fit within existing, gendered, industrial relations processes and institutions. This article starts from the experience of women and threads this experience through other layers of social organization such as: global and local policy directions including austerity, New Public Management, and social and healthcare funding; industrial relations mechanisms and policy; and workers’ formal [union] and informal efforts to represent their interests in the workplace. The strongest themes in the reported experience of the women include: manufacturing conditions for unpaid work; increasing management and state dependence on unpaid care work; fostering loose boundaries; and limiting respect and autonomy as aspects of care work. The article extends the feminist political economy by analysing the links between the policies noted above and frontline care work. Building on gendered organizational theory the article also introduces the concept of non‐job work and suggests a fourth industrial relations institution, namely the needs and gendered expectations of residents, families and workers themselves, operating within the liminal spaces in care work.     

Emotional labor in social workers' practice

The meeting between service users and social workers is emotional, since it is centered on significant challenges and changes in the service users' lives. Emotions are thus always at play in social work, but are managed in various ways by the professional. In an explorative qualitative case study at two Danish social services departments, we identified three types of emotional labor: (1) when the social worker shuts off emotions both during and after the meeting; (2) when the social worker defers emotions and processes them at a later time; and (3) when emotions dominate, and a case gets ‘under the skin’ of the social worker. Emotional labor can have both positive and negative effect on the work, and knowledge about different kinds of emotional labor can aid professional discussion about emotions at the work place as well as the psychosocial working environment for the social workers, factors which help improve practice. The study showed that emotional labor is a multidimensional concept, hence it is not just managed in different ways by social workers; it is always related to the specific emotion culture and the community of practice at the work place.     

Emotional Labour and Skill: A Reappraisal

The article seeks to open up a critical discussion around the idea of emotional labour as skilled work. It has been suggested by some commentators that many front‐line service jobs, traditionally thought of as low skilled in terms of their technical aspects, may actually constitute a form of skilled work, since they require their holders to perform skilled emotional labour in their dealings with customers. Such discourses hold out the possibility of progress not only in intellectual terms but also with regard to improving the status and pay of many low‐waged service workers. The article subjects these claims to critical scrutiny and argues that applying the label ‘skill’ to all forms of emotion work is extremely problematic.     

Learning to feel: the neglected sociology of social movements

This paper discusses the experience and ideology of emotions among animal rights activists, and more broadly, the applicability of the sociology of emotions to the field of social movements. I examine the case of a social movement which relies heavily on empathy in its initial recruitment, and which has been derisively labeled by outsiders as ‘emotional’. I explain recruitment to animal rights activism by showing how activists develop a ‘vocabulary of emotions’ to rationalize their participation to others and themselves, along with managing the emotional tone of the movement by limiting the kinds of people who can take part in debates about animal cruelty. The interactive nature in which emotions develop in social movements is stressed over previous approaches to emotions in the social movement literature, which treat emotions as impulsive or irrational.     

Craft as work–life unity: The careers of skilled working‐class men and their sons and grandsons after deindustrialization

This article focuses on the enduring significance of craft in the careers of Kent Royal Dockyard craftworkers and their sons and grandsons after deindustrialization. The closure of this naval shipbuilding and repair yard together with the subsequent move to post‐industrial employment did not end men's engagement with their craft practices. Instead, this developed into a ‘craft outlook’ defined by a motivation for performing actualizing labour that interwove paid and non‐paid work. Men's careers did not become individualized projects of self as collaborative intergenerational practices gave a long‐term narrative to their careers and lives. Therefore, three contributions are proposed to the literature on working‐class male careers and craft. First, an analytical framework is advanced that empirically distinguishes a ‘craft outlook’ from traditional manual trade employment. Second, a craft outlook reflected ‘whole life careers’ that were constructed from both paid and non‐paid work. Third, the concept of ‘human imprint’ is developed to recognize the generational affirmation produced by the transmission of craft practices.     

Social workers in the new human services marketplace: Trends,challenges and responses

This paper examines employment trends in social welfare occupations and challenges to the industrial and cultural recognition of professional social work in the new human services market place. Following examination of the threats posed by market reform and the crisis in public confidence in some domains of human services work, I focus on three key concerns. First, through analysis of Census data from 1996 to 2001, I compare trends in the employment of social workers, welfare workers and community workers. Second, drawing on the work of Nancy Fraser (1997), I argue that the challenges facing social workers can be understood as problems of ‘recognition’. Using this framework, I examine the external contests to the valuing of professional social work and also the internal challenges, that is, threats from within the social work profession to the industrial and cultural recognition of social work. Finally, I will consider how social workers, particularly new graduates, can respond to the challenges facing them in the new human services marketplace. I propose that social workers should claim a position as practice leaders and I outline practical strategies for achieving this goal.