Managing emotion in probation practice: Display rules, values and the performance of emotional labour

Abstract

This article uses the concept of emotional labour to explore how probation practitioners, conform to, and negotiate the display rules and values underpinning their work with clients. We consider the sources of emotional labour, focussing on the values of probation practice and how these are manifested through occupational, organisational and societal display rules. We then analyse a further layer of display rules; integrating, neutral and differentiating display rules which further inform our thinking about how emotional labour is performed. Using the lens of emotional labour we document the breadth of emotional labour performed by probation practitioners in their interactions with clients including the use of empathy, humour and the suppression of anger. In particular our research brings to light the display of so called ‘negative’ emotions such as anger and frustration, and the complex, and sometimes conflicting, relationship between occupational and organisational display rules and the values underpinning these rules.