Managing emotion in probation practice: Display rules, values and the performance of emotional labour. (June 2020)

• Record Type: Journal Article
• Authors: Westaby, Chalen; Fowler, Andrew; Phillips, Jake
• Is Part Of: International journal of law, crime and justice. Volume 61(2020)
• Publication Date: 2020-06
• Subjects: Emotional labour -- Probation -- Values -- Display rules -- Occupational culture; Law -- Periodicals; Criminology -- Periodicals; Justice -- Periodicals; Justice pénale -- Administration -- Périodiques; Criminologie -- Périodiques; Sociologie juridique -- Périodiques; Electronic journals; 340.11
• DOI: 10.1016/j.ijlcj.2019.100362
• Languages: English
• ISSNs: 1756-0616

Abstract

Abstract: This article uses the concept of emotional labour to explore how probation practitioners, conform to, and negotiate the display rules and values underpinning their work with clients. We consider the sources of emotional labour, focussing on the values of probation practice and how these are manifested through occupational, organisational and societal display rules. We then analyse a further layer of display rules; integrating, neutral and differentiating display rules which further inform our thinking about how emotional labour is performed. Using the lens of emotional labour we document the breadth of emotional labour performed by probation practitioners in their interactions with clients including the use of empathy, humour and the suppression of anger. In particular our research brings to light the display of so called 'negative' emotions such as anger and frustration, and the complex, and sometimes conflicting, relationship between occupational and organisational display rules and the values underpinning these rules. Highlights: Display rules underpinned by probation values inform the emotional labour or practitioners. Probation practitioners use varied integrating, neutral and differentiating emotion in their work. The resulting emotional labour is performed to comply with these expectations. This can lead to unexpected forms of emotional labour e.g. anger, frustration and annoyance. Where display rules conflict the resulting emotional management can be particularly laborious.