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Remember, the going rate for complaints of "I don't get poetry" is two for one, two bits of analysis for each complaint.

Here's the Charles Bukowski poem I mention down thread, "The Secret of My Endurance,"在新窗口中查看

as part of our discussion, The Unofficial Poet Laureates of Los Angeles

Our other two discussions this week are:

Writing Papers Redux

and

Lions and Tigers and Poems.


1.The Unofficial Poet Laureates of Los Angeles

Wanda Coleman has been called the Poet Laureate of Los Angeles. Charles Bukowski, most famously known as the Poet Laureate of Skid Row, has also been called the Poet Laureate of Los Angeles. Bukowski died in 1994 but lives on in his reputation and writing as the same cantankerous old dude he was when alive. We lost Coleman in 2013. How is it that these two, racially disparate as they are, in a town where, as we have learned, racial differences matter a great deal, how is it that these two share the crown of Poet Laureate of the city of Nuestra Senora Reina de Los Angeles? They've found a common ground, or at least their audience has. What are they doing right? What do they do that might set an example to those who have failed to unite Los Angeles?

To help us "hear" these artists, I've included a Bukowski poem, above, and I encourage you to find and share links to Coleman reading her work online (there are many instances of her work available via MP3 sites, and rather than choose for you, I thought I'd give you a chance to see, or hear, what you like, please share a link to what you found). The Bukowski poem is not L.A.-related on its surface but it offers powerful insights into the personality of its creator. How does hearing their voices flesh out your understanding of our unofficial laureates and the city itself?


2.Lions and Tigers and Poems

Use this space to reflect on the poetry we have read and heard and particularly the poems about Los Angeles. I particularly invite you to share your own selections. If you want to share a poem about Los Angeles, be sure to introduce the discussion of it and include a link or the poem itself in the body of your post.

Jump in with whatever feels important to you to say about any of the poems and poets we have read, but don't limit yourself to likes and dislikes. Share what you like or don't, if you must, and then move on to share some analytical thought about the works. Consider form, language, and metaphor. Consider author perspective.

Some starter thoughts: Reznikoff and Brecht, like William Faulkner and many writers of their time, came to Los Angeles as exiles in one form or another. Reznikoff's exile, like Faulkner's, is self-imposed, we might say, or we might think of these artists as economic refugees seeking the freedom that money can bring. Both came to work in the film industry. Brecht also worked in the industry but his exile is political. How do these factors inform their work?

Finally, please don't be intimidated. You do not need an MFA to discuss poetry, as a reader, you are the expert of your experience.


3.Writing Papers Redux

The basis of most of the world's troubles are matters of grammar. - Miguel de Montaigne


Almost two papers down, leaving only two to go. What are you learning? Remembering? Are hoping to forget? The lessons learned on composing critical essays here will serve you well throughout the rest of your college career. In most of your future classes, literature especially, your teachers will know your work by the quality of your papers alone. What are you struggling with? What comes easy to you? What new tools have you found? What new questions do you have?



Let's discuss the final paper topics here as well. Please take a good look at the final paper prompt and share what you are going to write about here as well as respond to the topics proposed by others. This is the place to share your ideas and expertise on foundations for papers and next week we'll hammer out thesis statements from the topics introduced.



As in all of our threads, please answer each others' posts and offer your thoughts and encouragement.


User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

Explanation & Answer

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15 Emotional Labor in the Human Service Organization
Mary E. Guy
Meredith A. Newman
Sharon H. Mastracci
Steven Maynard-Moody
Emotional Labor and Service Delivery
Even as human service organizations become more complex and technologically advanced, personto-person interaction remains at the core of their work. Intake workers may spend hours entering
data into the latest client management software, and increasingly this information is available from
other computer databases. But their jobs require contact with and questioning of clients, who may be
hostile and uncooperative and whose needs rarely conform to the routinized questions of
computerized forms. Welfare-to-work counselors present standardized job skill classes but are often
interrupted by the demands and needs of their students. They also scan job listings for one-size-fitsall work opportunities, but then they must see how the needs, skills, and aspirations of their clients
correspond to these job openings (Dias & Maynard-Moody, 2007). The 911 operators are isolated in
their high-tech call centers but encounter people in crisis over the phone line. Public defenders must
deal with cold evidence, the law, and legal proceedings yet in the process interact with individuals
and families in crisis. Even the routine traffic stop—beginning with a computer “tag” check and
ending with a standard ticket—involves interacting with disgruntled and sometimes abusive citizens.
Emotional labor is the instrument through which worker-client or state agent-citizen interactions
occur. It is relational work that elicits behaviors and feelings from clients and citizens, but it also
requires human service workers to manage their own emotions. It requires emotional engagement
and emotional management. Although emotions and feelings are often dismissed as unprofessional
and interfering, they are required, if human services are to be delivered effectively.
In this chapter, we present the substance of emotional labor through the words of human service
practitioners who exercise these skills daily. Based on interviews and focus groups, we present, in
their own words, how social workers, 911 operators, corrections officials, and guardians ad litem
experience their work. To protect their anonymity, we note without citation where we have drawn
quoted material from our interviews. Passages from these interviews complement the empirical data
acquired from surveys administered in three prototypical settings for emotional labor: the Cook
County Office of Public Guardian (OPG), the Illinois Department of Corrections, and the Tallahassee
Police Department Dispatch Unit (see Guy, Newman, & Mastracci, 2008, Appendix B for a detailed
description of the research design). We close with a discussion of how this subject informs the
practice of human service delivery and how it can affect approaches to training and skills for service
workers. (It is important to note that while this chapter focuses on the emotional skills and responses
of workers, clients also apply their own emotional skills and resources to alter the situation and their
interaction with human service organizations.)
Emotional Labor as a Necessary Skill
Emotional labor or emotion work is the engagement, suppression, or evocation of the worker's
emotions necessary to get the job done; it can be purposeful or unplanned, and influences the
actions and responses of others. In general, the performance of emotion work requires a wide range
of personal and interpersonal skills, which, like most skills, are based on talent and individual
characteristics but can be honed and refined through practice and training. Emotional labor occurs in

the context of a wide variety of organizations, and the nature of these organizations can shape the
expression and experience of emotional labor.
Another way to think about emotional labor is to view it as a specialized form of knowledge work for
jobs that require person-to-person transactions. Emotional labor requires face-to-face or voice-tovoice interactions, emotive sensing, perceptive-ness, active listening, negotiating, empathizing,
developing rapport, and monitoring one's own affect as well as that of others. Emotional labor
requires affective sensitivity and flexibility with one's emotions as well as with those of others. As one
social worker from the OPG observes,
I try to think what emotional string I can pull to get the person to relax, to calm down, to talk to me. It
doesn't work to meet anger with anger. You have to stay professional, you have to stay calm, and to
some degree you have to understand. We're dealing with people.
A coworker suggests another dimension of emotional labor:
I think that people who are really effective generally have—what's the word I want to use?—a pretty
strong character—the sense that they care about what goes on but they don't fall apart. For
example, we had this horrible report on a child who tortured two cats and killed them… kittens
actually… You know, as awful as it is, you have to have a strong enough constitution that you can
deal with whatever there is and at the same time not be so blunted that it doesn't matter anymore.
To summarize, essential emotional labor skills include the ability to
1. sense the affect of the other through intuition and communication and, importantly, alter one's own
affect as appropriate;
2. elicit the desired emotional response from others; and
3. evoke and display emotions, at times, that one does not actually feel—to act—so as to shape the
interpersonal and social situation.
In human service work, emotional labor is part of the job. It is not an incidental or unavoidable byproduct. Unfortunately, the skill and ability to perform it are rarely included as formal job
requirements. Client-centered training is a fundamental part of the professional preparation of
teachers, social workers, and therapists, but the effort that it takes to privilege the needs of the client
is often overlooked. Over time, this takes a toll on human service workers. There is often little
specific training and support for emotional labor.
Emotional Labor as Performance
Emotional labor is a proactive and reactive performance. It is deliberate and artful, and it is reactive
and, to a degree, outside the conscious control of the worker. It is relational work that is tempered by
the affective skills of the worker, the affective state of the client, and the purpose and nature of the
exchange between worker and client. It requires the artful sensing of the other's emotional state and
crafting of one's own affective expression so as to elicit the desired response on the part of the
other.
For the skilled professional worker, emotional labor becomes a performance art designed to elicit a
predetermined desirable outcome. This outcome may be directly related to client outcomes, such as
better parenting or job skills, or may involve workers' management of their own emotional responses.
In the words of one frontline social worker,
If you screw up, it's not just a piece of paper that's screwed up; it could really be crucial in terms of
the welfare of the child, so I think that's the major stress…. Ultimately, you have to put it into little,

you know, pockets, because otherwise if you don't, things get overly stressed and you don't become
effective. We actually talk about that a lot, and it doesn't do to get over the top with it because then
you stop being effective.
Prior References
There are a number of terms in the literature that capture different dimensions of emotional labor.
Emotional labor and emotion work are distinguished from physical labor and knowledge work,
although many (perhaps most) jobs, such as firefighting or case work, are a mix of emotional,
physical, and knowledge work (Diefendorff & Richard, 2003; Glomb, Kammeyer-Mueller, & Rotundo,
2004; Hochschild, 1979, 1983). Another term found in the literature is emotion management
(Domagalski, 1999; Morris & Feldman, 1997). In general, emotion management focuses on the
deliberate effort by workers to elicit behaviors and feelings from their clients and to shield
themselves from workplace stressors—what we have termed artful affect.
Various dimensions of emotional labor have traditionally been associated with gender roles.
Emotional labor often requires compassion, empathy, and warmth. This caring dimension is referred
to as caritas in the literature (Guy & Newman, 2004) and is generally gendered as feminine. But
emotional labor also involves overcoming—even overlooking—emotionally charged situations so as
to act effectively. Suppressing one's emotional response is a form of toughness and is considered
more masculine, even macho. Emotional toughness is often associated with jobs, such as law
enforcement and corrections, in which a tough demeanor is employed to produce compliance and
subordination. For example, police officers often follow standard scripts when interacting with
citizens. They present themselves as cold, professional, and unflappable (Pogrebin & Poole, 1991).
A macho demeanor is also required in many social work jobs, such as those involving child
protective and substance abuse services. George Thompson (1983, 2006) describes such cool,
deliberate interactions as verbal judo. Borrowing from the martial arts, verbal judo emphasizes
anticipating the actions of others and engaging others in quick, verbal moves to quell a risky
situation.
Effective workers in jobs that require emotional labor often need both types of skills and the ability to
know quickly—that is, to intuit—which approach will be effective. The more macho verbal judo is not
suitable in situations and occupations that require workers to build trust relationships with clients, but
caritas does not suffice in organizational contexts that require control over clients and one's own
emotional response to difficult situations. For example, policing is not commonly thought of as a form
of emotional labor. Nonetheless, police training emphasizes maintaining control over emotions and
never letting obnoxious, irate, or even threatening citizens arouse a strong emotional response.
Emotionally labile police officers are considered a liability and unprofessional. This cool control over
the emotions required by police work does not, however, eliminate the need for police to exercise
the communication and human relations skills more commonly associated with the caritas
dimensions of emotional labor (Martin, 1999).
Consequences of Emotional Labor: Burnout and Compassion Fatigue
The emotional demands of human service work are most often discussed not in terms of the work
itself but in terms of the toll it takes on workers. In social services, the terms compassion fatigue and
vicarious traumatization underscore how draining and brutalizing human service work can be
(Adams, Boscarino, & Figley, 2006; Figley, 1995, 2002; Pearlman & MacIan, 1995; Sprang, Clark, &
Whitt-Woosley, 2007; Stamm, 2005). Compassion fatigue occurs when the worker is overcome by
the cumulative effects of prolonged exposure to empathetic suffering. In this circumstance, the
emotional demands of exercising caritas overwhelm the worker, who may then become emotionally
detached.

Vicarious traumatization occurs when workers internalize or “take on” the trauma experienced by
their clients. Emotional empathy, an essential quality of emotional labor, breaks through the
professional worker-client relationship. Maddy Cunningham (2003) observed this vicarious
traumatization among social workers who worked with sexual abuse victims and who counseled
cancer patients, two emotionally demanding jobs. She found that trauma-induced stress “maybe
especially severe or long-lasting when the stressor is of human design” (p. 424). These observations
are consistent with stress as differentiated in the Diagnostic and Statistical Manual of Mental
Disorders (American Psychiatric Association, 1994). Often a worker's personal history and years of
experience affected, among other factors, the levels of trauma he or she experienced. As in other
elements of emotional labor, vicarious traumatization is based on the interplay of the worker's own
experience with that of the client.
The hard work of emotional labor builds ever thicker emotional calluses, which may reduce the pain
but blunt empathy. Co...


Anonymous
Really great stuff, couldn't ask for more.

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