From emotional suppression to regulated empathy : the changing face of control in the CES

Maconachie, Glenda (2002) From emotional suppression to regulated empathy : the changing face of control in the CES. In McAndrew, I. & Geare, A. (Eds.) Proceedings of the 16th Conference of the Association of Industrial Relations Academics of Australia and New Zealand, 6-8 February 2002, Queenstown, New Zealand.

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Between the 1970s and the 1990s the level and type of emotionality in the Commonwealth Employment Service (the Australian national employment service) altered. Within a context of changing economic conditions and concomitant work intensification, it is argued that untenable working conditions resulted in new recruits adopting a coping strategy that led to the use rather than the suppression of emotions. The use of emotions provided workers with job satisfaction and greater control over service interactions. Management subsequently commandeered the use of emotions to complement the introduction of private sector management techniques and service delivery reforms, regaining control over worker-client interactions.

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ID Code: 24686
Item Type: Conference Paper
Refereed: Yes
Keywords: Commonwealth Employment Service, emotionality, worker-client interactions
ISBN: 1877139467
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Industrial Relations (150306)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2002 [please consult the author]
Deposited On: 17 Jun 2009 14:41
Last Modified: 07 Sep 2012 11:01

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