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Bending The Rules Of “Professional” Display: Emotional Improvisation In Caregiver Performances, Jayne M. Morgan, Kathleen J. Krone

Department of Communication Studies: Faculty Publications

Organizational norms of emotional expression are open to negotiation through improvised performances, as employees may bend or break emotion rules to gain more leeway in expressiveness and participate in the development of their own role identities in the workplace. In this ethnographic study, a dramaturgical perspective is used to analyze the processes and outcomes of emotional improvisation as observed among nurses, technicians, and physicians in a cardiac care center. It was found that the emphasis on maintaining a “professional” appearance in caregiving largely constrains actors to perform along their scripted roles. Results are discussed in terms of practical implications for …