The coping strategies used in dealing with emotional labour by frontline service workers, a study of college teachers and educational support staff

Frost, Ben (2015) The coping strategies used in dealing with emotional labour by frontline service workers, a study of college teachers and educational support staff. BSc dissertation, University of Portsmouth.

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    Abstract

    This study explores the coping strategies used in dealing with emotional labour by frontline service workers, in particular teachers and educational support staff. The study identified ways that academic staffs undertake emotional labour and how they subsequently cope with this. The study also investigates if undertaking emotional labour has any negative impacts on teachers’ and support staffs whilst also identifying any differences between the two. By conducting two focus groups, one group consisting of teachers’ and the other support staffs, it was found after being analysed that both do undertake emotional labour and use coping strategies to deal with the stress caused by doing so. Both groups form communities of coping however; the teachers’ were found to have occupational solidarity whilst the support staff had closer team solidarity where they are able to support each other away from the management. There were certainly similarities between both cohorts, nevertheless interesting differences became apparent.

    Item Type: Dissertation
    Departments/Research Groups: Faculty of Humanities and Social Sciences > School of Social, Historical and Literary Studies
    Depositing User: Jane Polwin
    Date Deposited: 04 Aug 2015 14:22
    Last Modified: 04 Aug 2015 14:22
    URI: http://eprints.port.ac.uk/id/eprint/17944

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