Leppanen2010a
| Leppanen2010a | |
|---|---|
| BibType | INCOLLECTION |
| Key | Leppanen2010a |
| Author(s) | Vesa Leppänen |
| Title | Emotional neutrality as an interactional achievement: a conversation analysis of primary care telenurusing |
| Editor(s) | Barbara Sieben, Åsa Wettergren |
| Tag(s) | EMCA, Medical EMCA, Neutrality, Emotion, Conversation Analysis, Nurse, Telephone |
| Publisher | Palgrave Macmillan |
| Year | 2010 |
| Language | |
| City | London |
| Month | |
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| Number | |
| Pages | 251–271 |
| URL | Link |
| DOI | 10.1057/9780230289895_13 |
| ISBN | |
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| Howpublished | |
| Book title | Emotionalizing Organizations and Organizing Emotions |
| Chapter | |
Abstract
In this chapter I will analyse how emotional neutrality is achieved in social interaction, using the example of how telephone advice nurses in Swedish primary care manage the emotions of clients who call for medical help. The analysis focuses on the concluding parts of the calls, when nurses advise callers about whether they need to see a general practitioner, a point at which it may be especially relevant to display concerns and worries. I will describe how nurses routinely sustain emotional neutrality in this part of calls, while at other times they may allow callers’ concerns and worries to surface. Lastly, the reasons for routinely sustaining emotional neutrality are discussed, primarily in terms of the nurses being organizationally and professionally accountable for their actions.
Notes
