his paper focuses on themes of emotionality and emotional labour derived inductively from retrospective narratives constructed by employees who experienced rapid organisational change and specifically addresses the question: 'How do people talk about the need to 'dull down' their emotions during situations of organisational change?' We highlight themes of loss associated with retrospective displays of emotion and argue that loss and emotion management are most typically associated with issues concerning transition from the past or resistance to the future. We show how emotional labour serves both to mute and, ironically, to heighten emotions in the talk of change and extend studies of emotional labour beyond the service encounter and into the realm of organisational change.

Item Type:	Refereed Article
Keywords:	emotional labour, loss, organizational change, narratives, retrospection
Research Division:	Commerce, Management, Tourism and Services
Research Group:	Business and Management
Research Field:	Organisational Planning and Management
Objective Division:	Expanding Knowledge
Objective Group:	Expanding Knowledge
Objective Field:	Expanding Knowledge in Commerce, Management, Tourism and Services
UTAS Author:	Bryant, M (Professor Melanie Bryant)
ID Code:	114019
Year Published:	2006
Deposited By:	TSBE
Deposited On:	2017-02-02
Last Modified:	2017-02-02
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