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Conclusion

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Abstract

The stories and experiences of people on the frontline clearly illustrate the therapeutic vitality and organizational importance of emotional labor. The complex experiences described show that emotional labor, befriending, and caring are multidimensional and at the heart of interpersonal relationships in health and social care (Fineman 1993; Benner 1984; Ellis and Bochner 1999; Staden 1998). The experiences of people in this study exemplify the fact that emotional labor is the artery or vessel for expressing feelings of hope, fear, despair, loss, and grief, which are so often a part of work on the frontline. Emotional labor ensures healthy survival at the cutting edge of health, illness, poverty, and social exclusion. Engaging emotions certainly assists in medical and ethical decision making, working to elicit the views of patients, children, and families so as to be democratic in the processes of consultation and service delivery (Scott 2000; James 1993a; McQueen 2000; Tolich 1993; Phillips 1996; DoH 1999a, 2000a, 2008). Emotional labor prevents upsets that might otherwise limit trust, silence disclosures, and interrupt the smooth provision of care (Saks 1990; James 1989; Smith 1992).

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Gray, B. (2012). Conclusion. In: Face to Face with Emotions in Health and Social Care. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-3402-3_12

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