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Management Communication Quarterly
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"Let Me Tell You About My Job": Exploring the Terrain of Emotion in the Workplace

Katherine I. Miller

Texas A&M University, College Station, kimiller{at}tamu.edu

Jennifer Considine

University of Montana, Missoula

Johny Garner

Pepperdine University, Malibu, CA

Because of the rapid growth in literature on emotion and communication in organizations and the many disciplinary homes of this work, scholars use many conceptualizations of emotion in the workplace. In this article, the authors map the terrain of emotion and communication in the workplace. They first review extant literature and argue for five types of organizational emotion: emotional labor (inauthentic emotion in interaction with customers and clients), emotional work (authentic emotion in interaction customers and clients), emotion with work (emotion stemming from interaction with coworkers), emotion at work (emotion from nonwork sources experienced in the work-place), and emotion toward work (emotions in which work is the target of the feeling). They then explore these types of emotion through an analysis of workplace narratives from the books Working (Terkel, 1972) and Gig (Bowe, Bowe, & Streeter, 2000). Themes that characterize workplace emotion are considered, and directions for future research are proposed.

Key Words: workplace emotion • emotional labor • workplace narratives • authenticity

Management Communication Quarterly, Vol. 20, No. 3, 231-260 (2007)
DOI: 10.1177/0893318906293589
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