Rights statement: The final, definitive version of this article has been published in the Journal, Management Learning, 51 (3), 2020, © SAGE Publications Ltd, 2019 by SAGE Publications Ltd at theManagement Learning page: https://journals.sagepub.com/home/mlq on SAGE Journals Online: http://journals.sagepub.com/
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Final published version
Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
}
TY - JOUR
T1 - Enacting emotional labour in consultancy work
T2 - playing with liminality and navigating power dynamics
AU - Iszatt-White, Marian
AU - Lenney, Peter William
N1 - The final, definitive version of this article has been published in the Journal, Management Learning, 51 (3), 2020, © SAGE Publications Ltd, 2019 by SAGE Publications Ltd at theManagement Learning page: https://journals.sagepub.com/home/mlq on SAGE Journals Online: http://journals.sagepub.com/
PY - 2020/7/1
Y1 - 2020/7/1
N2 - While theoretical understanding of professional emotional labour has developed in recent years, methodological issues with capturing its practice mean that understanding of how professional emotional labour is enacted remains relatively limited. The current study utilises memory work to surface potentially unacknowledged meanings associated with the remembered performance of professional emotional labour as a proxy for the psychological access required to demonstrate dissonance between felt and displayed emotions. The article uses an emotionally charged feedback meeting between a management consultant and their client as an opportune context for surfacing the enactment of professional emotional labour. The combined memory work data - consisting of original meeting recordings and a parallel commentary developed in discussion with the consultant - are analysed through a Goffmanian lens in order to theorise role positioning as a tool of enacting professional emotional labour. A model is proposed that maps the roles adopted against the dimensions of playing with liminality and navigating power dynamics. We suggest the potential transferability of these findings to other situations of liminality and their relevance for management learning interventions.
AB - While theoretical understanding of professional emotional labour has developed in recent years, methodological issues with capturing its practice mean that understanding of how professional emotional labour is enacted remains relatively limited. The current study utilises memory work to surface potentially unacknowledged meanings associated with the remembered performance of professional emotional labour as a proxy for the psychological access required to demonstrate dissonance between felt and displayed emotions. The article uses an emotionally charged feedback meeting between a management consultant and their client as an opportune context for surfacing the enactment of professional emotional labour. The combined memory work data - consisting of original meeting recordings and a parallel commentary developed in discussion with the consultant - are analysed through a Goffmanian lens in order to theorise role positioning as a tool of enacting professional emotional labour. A model is proposed that maps the roles adopted against the dimensions of playing with liminality and navigating power dynamics. We suggest the potential transferability of these findings to other situations of liminality and their relevance for management learning interventions.
U2 - 10.1177/1350507620906580
DO - 10.1177/1350507620906580
M3 - Journal article
VL - 51
SP - 314
EP - 335
JO - Management Learning
JF - Management Learning
SN - 1350-5076
IS - 3
ER -