Black frontline workers navigating everyday workplace tensions through professionalism

Abstract

Professionalism has been widely criticized for its biased standards modeled around dominant identities while excluding minoritized groups. Nevertheless, it remains a powerful social discourse, adopted widely by workers and organizations, and frontline workers—who became particularly salient during the COVID-19 pandemic—are no different, even as they are mainly Black and Brown. Our exploratory study, based on in-depth interviews with 15 Black frontline workers, examines how they use discourses of professionalism to navigate everyday tensions stemming from both their minoritized racial identity and the precarious nature of frontline work. Participants described three intersecting communicative practices—bottling their emotions, striving for (elusive) excellence, and navigating (in)visibility. Our research thus addresses the communicative practice of professionalism among an important yet undeserved category of workers, showing how it is both hegemonic and exclusionary, but may nevertheless be subverted strategically by precarious workers.