“I smile when I’m angry!” an examination of emotional dissonance among police officers

Sawang, Sukanlaya, Brough, Paula, & Barbour, Jennifer (2009) “I smile when I’m angry!” an examination of emotional dissonance among police officers. In 8th International Conference on Occupational Stress and Health, 5 – 8 November, 2009, San Juan, Puerto Rico.

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With the growth of service industry occupations, managing emotions at work has increased as a topic of interest among scholars and practitioners in organisational behaviour and human resource management(Grandey, 2000). Emotional dissonance occurs when there is discrepancy between organisational sanctioned emotions and actual emotions of employees(Zapf, Vogt, Seifert, Mertini, & Isic, 1999). This discrepancy can be associated with significant levels of psychological ill-health (Zapf, Seifert, Schmutte, Mertini, & Holz, 2001). Policing is consistently ranked among the top five stressful/high-risk occupations (e.g. Coman, Evans, Stanley, & Burrows, 1991). Police officers act as the front-line contact when dealing directly with community members; they are expected to be social workers, teachers, role models, and counsellors. Operational police officers are often required to suppress their actual emotions during their work, in order to perform their job to formally designated procedures and standards.

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ID Code: 29679
Item Type: Conference Paper
Refereed: Yes
Keywords: Emotional Dissonance , Police Officers, Occupational Stress and Health
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Human Resources Management (150305)
Divisions: Current > Research Centres > Australian Centre for Business Research
Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2009 please contact the authors
Deposited On: 14 Jan 2010 06:17
Last Modified: 10 Aug 2011 13:23

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