The emotional labour of teleworkers conducting online counselling during Covid-19.

IF 4.5 3区管理学 Q1 ERGONOMICS

New Technology Work and Employment Pub Date : 2023-11-27 DOI:10.1111/ntwe.12284

Jennifer. J. O'Neil, Britta. H. Heidl, Andrew Bratton, Andreas Vossler, Naomi Moller

引用次数: 0

Abstract

Drawing on emotional labour theory, this paper explores the barriers to emotionally complex telework, with a specific focus on the space, interface and pace of work. We examine the working lives of mental health counsellors who adapted from in-person delivery to online delivery whilst working from home, during the Covid-19 pandemic. Our qualitative data set comprises of semi-structured online interviews with 31 counsellors across the United Kingdom. Findings reveal that boundary issues, increased technical interruptions, increased screen time and associated fatigue, and increased contact-ability due to digitalisation were key barriers to conducting emotionally complex tasks and exacerbated the emotional labour of participants creating more negative outcomes. This resulted in heightened emotion management in the home space, emotional dissonance, stress and in some cases, burn-out.

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Covid-19期间远程工作者进行在线咨询的情绪劳动。

根据情绪劳动理论，本文探讨了情绪复杂远程办公的障碍，特别关注工作的空间、界面和速度。我们研究了在2019冠状病毒病大流行期间在家工作的心理健康咨询师的工作生活，他们从面对面交付改为在线交付。我们的定性数据集包括对全英国31位咨询师的半结构化在线访谈。研究结果显示，边界问题、技术中断的增加、屏幕时间的增加和相关的疲劳，以及数字化带来的可接触性的提高，是执行情感复杂任务的主要障碍，加剧了参与者的情绪劳动，造成了更多的负面结果。这导致了家庭空间中情绪管理的提高，情绪失调，压力，在某些情况下，倦怠。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

New Technology Work and Employment Multiple-

CiteScore

10.50

自引率

15.50%

发文量

期刊介绍： New Technology, Work and Employment presents analysis of the changing contours of technological and organisational systems and processes in order to encourage an enhanced and critical understanding of the dimensions of technological change in the workplace and in employment more generally. The journal is eclectic and invites contributions from across the social sciences, with the primary focus on critical and non-managerial approaches to the subject. It has the aim of publishing papers from perspectives concerned with the changing nature of new technology and workplace and employment relations. The objective of the journal is to promote deeper understanding through conceptual debate firmly rooted in analysis of current practices and sociotechnical change.