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Managing Negative Emotions in Emergency Call Taking: A Heat-Model of Emotional Management
Blekinge Tekniska Högskola, Sektionen för management.
2011 (Engelska)Ingår i: What Have We Learned? Ten Years On / [ed] Charmine E.J. Härtel, Neal M. Ashkanasy, Wilfred J. Zerbe, Emerald Group Publishing Limited, 2011, s. 257-286Kapitel i bok, del av antologi (Refereegranskat)
Abstract [en]

This chapter focuses on management of emotions in an emergency setting. More specifically, how do emergency call takers manage double-faced emotional management – i.e., their own and the caller's emotions – simultaneously? By triangulating interviews, observations, and organizational documentation with theories on emotional management multiple strategies were identified. The range of strategies included hiving (selecting and modifying) calls, elaborating on (by deploying attention and reshaping/reappraising) content of calls, auralizing (by externalizing an emotional barrier) as well as taming emotional expression. The set of emotional management strategies are concluded in a Heat-model. The model is further discussed in terms of performance efficiency; in terms of how emotional aspects may interfere with decision-making capabilities as well as how wellbeing can be maintained for call takers.

Ort, förlag, år, upplaga, sidor
Emerald Group Publishing Limited, 2011. s. 257-286
Serie
Research on Emotions in Organizations ; 7
Nationell ämneskategori
Tvärvetenskapliga studier inom samhällsvetenskap Tillämpad psykologi
Identifikatorer
URN: urn:nbn:se:bth-11749DOI: 10.1108/S1746-9791(2011)0000007015ISBN: 978-1-78052-208-1 (tryckt)OAI: oai:DiVA.org:bth-11749DiVA, id: diva2:912590
Tillgänglig från: 2016-03-16 Skapad: 2016-03-16 Senast uppdaterad: 2018-01-10Bibliografiskt granskad

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Svensson, Martin

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