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Destroying SanctuaryThe Crisis in Human Service Delivery Systems$
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Sandra L. Bloom and Brian Farragher

Print publication date: 2010

Print ISBN-13: 9780195374803

Published to Oxford Scholarship Online: January 2011

DOI: 10.1093/acprof:oso/9780195374803.001.0001

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Loss of Emotional Management

Loss of Emotional Management

(p.181) Chapter 6 Loss of Emotional Management
Destroying Sanctuary

Sandra L. Bloom

Brian Farragher

Oxford University Press

Emotions are contagious and under any conditions, human service delivery environments demand the highest levels of emotional labor from workers, who must contain the overwhelming and distressing emotions of their clients. Stress and trauma exacerbate staff demands for emotional labor. Atmospheres of recurrent or constant crisis severely constrain the ability of staff to manage their own emotions and this makes it difficult to provide healing environments for their clients. Atmospheres of chronic crisis and fear contribute negatively to poor services. Under these circumstances, conflict escalates and both relationships and problem-solving suffers.

Keywords:   emotional intelligence, emotional contagion, emotional labor, emotional numbing, organizational emotions, gender discrimination, groupthink, conformity, fear-based organizations, conflict management, workplace conflict

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