Emotional Labor: The Role of Your Emotions in the Workplace

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This presentation focuses on the role of emotions at work, including how emotions are generated or concealed in order to meet patient needs or to satisfy organizational values of an employer. Attendees will learn about theoretical frameworks of emotion, emotional labor, and personal and professional consequences of emotional labor. The presentation will conclude by reviewing coping strategies to combat the negative side effects of emotional labor. SUGGESTED DOMAIN: Professional Responsibility

Objectives:
Describe theoretical models of emotion and explain advances in social theory of emotion that demonstrate how emotions, whether authentic, generated, or concealed, are often managed by employers to satisfy organizational values and meet patient needs/expectations.
Define components of emotional labor, such as deep acting, surface acting, and emotional dissonance, and identify how these components impact child life professionals personally and professionally. Explore five appropriate emotional regulation strategies that can be used in the workplace to combat the negative effects of workplace emotional labor.

Jennifer A. Guilliams

CCLS

Jennifer graduated from Auburn University in 1995, earning a Bachelor’s of Science in Family and Child Development with an emphasis in Child Life. Jennifer received her child life certification in 1998 from the Association of Child Life Professionals. Throughout her career, Jennifer has worked as a child life specialist at University of Missouri Children’s Hospital in Columbia, MO and the Willett Children's Hospital in Savannah, GA. Jennifer served as the course instructor for the “Child Life Administration” course at the University of Missouri. In 2009, Jennifer became the manager for the child life department at the Dwayne and Cynthia Willett Children’s Hospital in Savannah. Most recently, Jennifer is the Child and Family Life Coordinator for Kentucky Children’s Hospital managing a growing department of 10 child life specialists who cover the entire Kentucky Children’s Hospital as well as UK Healthcare.
Jennifer has been an active member of the Association of Child Life Professionals, serving as chair and committee member for several student focused task forces and professional committees. Jennifer has provided several presentations at regional child life conferences as well as the annual Association of Child Life Professionals conference on child life related topics and student program development.

Kristina M. Richetts

CCLS

Kristina has worked as a Certified Child Life Specialist since 2012. She has experience in a variety of settings, including an inpatient psychiatry unit, an acute care unit, and she currently works with the pediatric hematology/oncology population. She is currently pursing a master's degree at the University of Kentucky in Family Sciences, focusing on adolescent development.