Client Emotions Research Articles

Circulation of home-emotions: The critique of architecture through reality TV

This paper reveals how a popular UK reality TV programme Your Home Made Perfect mobilises emotions to challenge conceptualisations of architecture while simultaneously reinforcing regressive ideas of race, class and sexuality. Drawing on our thematic analysis of fourteen episodes of Your Home, the paper shows how architectural entertainment is uniquely positioned through the use of VR technology, to generate and mobilise client emotions, towards critique. This includes the critique of architectural drawings and the power imbalances of architect-client relationships. We trace how ‘happy’ emotions are tied to being able to read architectural visualisations through virtual reality (VR) rather than the ‘sad’ emotion enforced by traditional architectural forms of communication; how positive emotions fostered through care-in-action attach to the architecture and home. By foregrounding clients' emotional responses to the redesign of their homes by architects, the paper reveals architectural entertainment programmes as popular and powerful forms of architectural critique that nonetheless simultaneously reinforce exclusionary social logics that limits owner-occupation for the white middle class. In so doing, this paper contributes to unpacking both the emotional value of architecture and how this complex form of taste-making occurs within popular culture, that is, conveying to people the place of architecture within society.

Centering and decentering client disclosures: A qualitative study of therapists' responses to clients' experiences of discrimination.

Clients who are societally marginalized because of their identities may seek support from therapists to process experiences of discrimination and oppression. Therapist navigation of these cultural conversations is a crucial skill. However, there is limited research examining how therapists immediately respond to clients when they disclose experiences of discrimination. In this study, 66 participants watched two brief videos of fictitious clients disclosing experiences of covert and overt discrimination. Participants watched one of two video vignettes, with one focusing on a White lesbian woman client and another focusing on a Black woman client. After watching each video, participants were asked to respond to clients as if they were the clients' therapist. We used reflexive thematic analysis to code participant responses, which spanned three themes: (a) invalidation and decentering of client's emotions, appraisals, and experiences; (b) incongruence and avoidance of client's language around identities; and (c) empathic attunement and centering of client emotions, appraisals, and experiences. While some participant responses were interpreted as emotionally aligning with the client, other participant responses were coded as minimizing or questioning client experiences of discrimination or using language incongruent with how the client self-identified. We discuss implications for research, training, and practice in navigating conversations about discrimination with psychotherapy clients. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

Integrated Two Variant Deep Learners for Aspect-Based Sentiment Analysis: An Improved Meta-Heuristic-Based Model

Several traditional methods were tested on standard datasets to evaluate client emotions transmitted via internet portals. Customers, on the other hand, continue to have difficulty obtaining aspect-oriented viewpoints voiced by other customers, and the accuracy of the current model is insufficient. The suggested Aspect-Based Sentimental Analysis (ABSA) starts with pre-processing, which includes “stop word and punctuation removal, lower case conversion, and stemming.” Aspect extraction, which entails dividing the nouns and adjectives, as well as verbs and adverbs, is the following step. The weighted polarity features from the “Vader sentiment intensity analyzer, as well as the word2vector and Term Frequency-Inverse Document Frequency (TF-IDF)” are concatenated. OIDL stands for Optimized Integrated Deep Learning, which combines two types of deep learners. The first is the combination of concatenated features with “Convolutional Neural Network (CNN) and Recurrent Neural Network (RNN),” while the second is the combination of concatenated features with RNN. The Improved Coyote Optimization Algorithm (ICOA) improves both deep learners, and the conclusion of sentiment analysis result is considered both models. Thus, the suggested model surpasses standard methodologies regarding precision and accuracy, according to the results of the experiments.

Cool Yourself and Be Strong: Emotional Fixes in the Work of Bangladeshi Marriage Advisers

AbstractBuilding on Andrea Pia's notion of the ethical fix, this article shows how emotional fixes are used to bring emotions into balance at a feminist nongovernmental organization (NGO) in Dhaka, Bangladesh. Promoting a noninterventionist stance in which its advisers do not directly tell their clients what to do, the NGO provides legal advice and counseling to women facing problems in their marriages. Emotional fixes include building clients’ inner strength, cooling emotions, and shaming abusive husbands. These fixes enable the advisers to reconcile what appears from the outside to be contradictory positions: feminism, on the one hand, and adherence to hierarchical kinship norms, on the other. This means that more intractable issues are avoided and the potentially contradictory ethical stances of the advisers are obscured. Client emotions are malleable and fluid, and injunctions by advisers for clients to cultivate particular states, such as ‘coolness’ can work in a range of ways. While the antipolitics of the emotional fix can cut both ways—concealing both emancipatory and conservative politics ‐ like Pia's ethical fixthe emotional fix itself remains piecemeal and fragile.

A Mixed Methods Investigation of Stress and Wellbeing Factors Contributing to Burnout and Job Satisfaction in a Specialist Small Animal Hospital.

Occupational burnout is a critical issue affecting the welfare of veterinary care providers, their patients, and the sustainability of veterinary healthcare organizations. The current research aimed to evaluate the prevalence of and factors contributing to stress, wellbeing, burnout symptoms and job satisfaction among clinical and non-clinical staff at a large specialist small animal hospital in Australia. Participants completed an anonymous online survey including self-report measures of job satisfaction and symptoms of burnout, and open-text response questions probing sources of stress and wellbeing. Subsequently, participants rated how frequently they experienced commonly reported sources of veterinary stress, and a series of focus groups were conducted with clinical and non-clinical teams. The survey was completed by 249 participants (overall response rate = 70%; 67.1% “clinical;” 17.3% “non-clinical;” 5.6% “other”). Five focus groups (including 38 of the survey participants) were subsequently conducted with groups of clinical and non-clinical staff. The majority of respondents (80.7%) reported being satisfied, very satisfied, or extremely satisfied with their job. At the same time, 57.7% of respondents exceeded the threshold for burnout on at least one burnout dimension, with 48.1% reporting high levels of emotional exhaustion, 30.2% reported high levels of cynicism, and 16.3% reporting low levels of professional efficacy. Open text responses and focus group transcripts revealed three common sources of stress and wellbeing. Stressors included communication (conflict within teams), clients (dealing with client emotions and expectations), and heavy caseload. Wellbeing was enhanced by people (team cohesion, respect for colleagues), practice (variety, autonomy, challenge), and purpose (meaningful work and impact). Overall, for both clinical and non-clinical survey respondents, “heavy workload” was rated as the most frequent source of stress. Despite high levels of job satisfaction, approximately two thirds of respondents reported at least one symptom of burnout. Convergent results from the survey and focus groups indicated that strong relationships with colleagues and the intrinsic meaningfulness of the work were key sources of wellbeing and job satisfaction. On the other hand, challenging workplace interactions with colleagues and clients, as well as heavy workload, were identified as key stressors contributing to burnout symptoms.

Service provider perspectives on treating adolescents with co-occurring PTSD and substance use: challenges and rewards

PurposePost-traumatic stress disorder (PTSD) and substance use disorder (SUD) frequently co-occur (PTSD+SUD). The onset of these disorders often occurs during adolescence. There is limited understanding of the perspectives of service providers working with this population. The purpose of this paper is to identify the practices, attitudes, experiences and training needs of Australian service providers treating adolescents with PTSD+SUD.Design/methodology/approachService providers in Australia were invited to complete an anonymous online survey regarding their experiences working with adolescents who have PTSD+SUD. Ninety participants completed the 48-item survey that comprised multiple choice and open-ended questions.FindingsService providers estimated that up to 60 per cent of their adolescent clients with PTSD also have SUD. They identified case management, engaging with caregivers and difficult client emotions as specific challenges associated with working with this population. Despite this, providers rated treating PTSD+SUD as highly gratifying for reasons such as teaching new coping skills, developing expertise and assisting clients to achieve their goals. There were mixed perspectives on how to best treat adolescents with PTSD+SUD, and all participants identified a need for evidence-based resources specific to this population.Originality/valueThis is the first survey of Australian service providers working with adolescents who experience PTSD+SUD. The findings improve our understanding of the challenges and rewards associated with working with this population, and provide valuable information that can enhance clinical training and guide the development of new treatment approaches for this common and debilitating comorbidity.

Facilitating Green Supply Chain in Dental Care through Kansei Healthscape of Positive Emotions.

Dentistry is highly energy- and resource-intensive with a significant environmental impact. To consolidate green dentistry supply chains, delivering the care of highest quality that meets client value should not be neglected. This study emphasized the importance of client-centered healthscape design for facilitating a green dentistry supply chain. A client-centered healthscape design, which promotes clients’ positive emotions and increases willingness to revisit the dentist, plays a critical role in realizing green dentistry supply chains in the long run. For this purpose, the relationship among dental healthscape design elements, client emotions, and revisit intentions was investigated using a Kansei engineering-based approach. The effects of dental healthscape elements on clients’ positive emotions and the effects of positive emotions on clients’ revisit intentions were holistically examined on the basis of the stimulus–organism–response model. Through this approach, 17 elements of design, ambience, and social interaction factors that comprise the dental healthscape and 20 Kansei words used to express clients’ positive emotions regarding dental service were identified. A questionnaire survey was used to assess Kansei and revisit intention in healthscape scenarios, composed of varied design elements. Primary data were collected from 600 individuals from 2017 to 2018 throughout Taiwan. Partial least squares was applied to holistically analyze the effects of dental healthscape elements on clients’ positive emotions and the effects of positive emotions on clients’ revisit intention to generate a Kansei model for the dental healthscape. All 20 Kansei words had significant positive effects on the dental revisit intention of clients. The five positive emotions most associated with increased revisit intention were thoughtful, hopeful, tender, comfortable, and cozy. The Kansei model of the dental healthscape provides references for healthscape design that maintains positive client emotions during the dental service and results in high revisit intention. This approach can realize an emotion-centered design for dental healthscapes that promotes preventive dental care, early treatment, and effective use of medical resources, and consequently contributes to green dentistry supply chains.

“She Was My Nan at Work”: Communal Relationships as an Explanation of Emotion Regulation

In many ongoing service contexts, both client and employee emotions cannot be ignored. Although interpersonal relationships in these workplaces may start as formal exchange relationships, they ofte...

Entering chair work in psychotherapy: An interactional structure for getting emotion-focused talk underway

This paper examines the interactional accomplishment of chair work, which is one type of therapeutic intervention for exploring client emotions in Emotion Focused Therapy (EFT). During this intervention, therapists guide clients to speak with either a conflicted aspect of self (two-chair work) or with a non-present significant other to address unresolved feelings or ‘unfinished business’ (empty-chair work). Using the methods of conversation analysis, we examine ten video-taped EFT sessions that incorporate chair work. It was found that chair work entry is regularly accomplished through four distinct interlocking interactional phases: 1) Formulating the client's trouble; 2) Recruiting participation in chair work; 3) Readjusting the participation frame; 4) Making contact. We will show how each phase orients to specific interactional concerns that often pertain to managing epistemic and/or deontic authority and also to accommodating the participants into entering a new participation frame. Although gaining client confirmation and compliance was at times promptly achieved within these phases, clients also regularly delayed their affiliative uptake of the therapist's prior action. We will show, in these cases, how therapists perform additional interactional work to get chair work entry back on track.

Supporting people with aphasia to 'settle into a new way to be': speech and language therapists' views on providing psychosocial support.

People with aphasia are at risk of becoming depressed and isolated. Online surveys have found that the majority of speech and language therapists (SLTs) lack confidence in addressing the psychological needs of people with aphasia. To explore how SLTs conceptualize the scope of their role; barriers and facilitators to SLTs addressing psychosocial needs; and SLTs' experiences of specialist training and support, and working with mental health professionals (MHPs). Focus groups were conducted in stroke healthcare settings. Purposive sampling was used when selecting sites so as to capture a range of experiences. Results were analysed using framework analysis. Twenty-three SLTs took part in six focus groups. Participants' psychosocial work included counselling-type interactions, psycho-education, working with families, facilitating peer support and training other healthcare professionals. There was lack of consensus on the scope of the SLT role. Many expressed a sense of conflict, both perceiving it as valuable to spend time addressing psychological well-being, while simultaneously feeling uneasy if they deviated from 'direct SLT' work. Barriers to addressing psychosocial well-being were: emotionally challenging nature of this work, particularly for those who felt unsupported; caseload and time pressures; attitudes of senior managers and commissioners; difficulties measuring and documenting more 'fluid' psychosocial work; and the complexity of the needs and backgrounds of some patients. Enabling factors were: specialist ongoing support; peer support from colleagues; experience; support of management; and personal belief. Specialist training was valued. It changed how participants viewed the therapist-client relationship (more client led); the assessment and goal-setting process; and gave them more confidence to acknowledge client emotions. However, many felt that there was a need for ongoing specialist advice, and to be able to see approaches modelled for this client group. In terms of MHPs, a subset of stroke-specialist clinical psychologists worked directly with people with marked aphasia and families, as well as supporting the multidisciplinary team to provide holistic care. However, a main theme was that participants perceived many MHPs did not consider people with aphasia as 'appropriate candidates' for psychological input. All participants cared about the emotional well-being of their clients; however, they identified a number of barriers to people with aphasia receiving appropriate psychological support. A cultural shift, whereby psychological care for people with aphasia is seen as valuable, feasible and necessary, delivered collaboratively by SLTs, MHPs and the wider team, may improve services.

Exploring clients’ responses to changing pronoun use from second person (you) to first person (I) during therapy: A constructivist qualitative approach

AbstractBackgroundPersonal pronouns like ‘I’, ‘me’ or ‘mine’ are inextricably linked with ownership, with one key benefit of a counsellor inviting a client to consider their pronoun use being an invitation to change their awareness and understanding of a situation.ObjectiveTo gain greater understanding of the impact of inviting clients to use first person pronoun ‘I’, in place of second ‘you’ during therapy and its effects upon the client and therapeutic process.MethodA constructivist qualitative approach using exploratory thematic analysis that engaged one‐to‐one counselling and follow‐up interviews was used. Participants (n = 11) were clients who had been referred for counselling via primary care with problems like depression, relationship break‐up and/or stress.FindingsSeveral themes were identified in the data: (1) potential discomfort from switching to first position; (2) awareness increased; (3) avoidance of taking responsibility recognised; (4) depersonalisation of events; (5) initiating change; and (6) effects on sense of self. Comments illustrate that reframing pronouns into first person removes distance between client emotions and problems, which provides them with an opportunity for development.DiscussionClients can be affected in productive ways when counsellors encourage them to alter their pronoun use during therapy. Through the use of reflection, the counsellor can work with their client to explore more fully their attributions of responsibility within situations that are discussed.

Relationship marketing model for the banking sector industry: an empirical analysis of commercial bank customers in Qatar

The purpose of this study is to create a relationship marketing model applicable for the Qatar banking sector industry based on loyal Arab customer's perspective. A mixed research approach was employed, in which a focus group interview was carried out in order to explore the research problem. Followed by, quantitative survey, where a self-administrated questionnaire with four hundred participants was carried out over a four-month period. The finding revealed that, relational bonds have no influence on the client emotions. The results provide strong evidence of the relationship between client emotions and relationship quality, which in turn both are vital determinants of client loyalty. Moreover, the study confirmed that, only structural bonds and social bonds are important elements in affecting the strength of the relationship quality. The finding of the research will provide the managers in the banking industry with valuable information to formulate their marketing strategy in order to achieve sustainable loyalty.

Non-genetic health professionals' attitude towards, knowledge of and skills in discussing and ordering genetic testing for hereditary cancer.

Non-genetic health professionals (NGHPs) have insufficient knowledge of cancer genetics, express educational needs and are unprepared to counsel their patients regarding their genetic test results. So far, it is unclear how NGHPs perceive their own communication skills. This study was undertaken to gain insight in their perceptions, attitudes and knowledge. Two publically accessible databases were used to invite NGHPs providing cancer genetic services to complete a questionnaire. The survey assessed: sociodemographic attributes, experience in ordering hereditary cancer genetic testing, attitude, knowledge, perception of communication skills (e.g. information giving, decision-making) and educational needs. Of all respondents (N = 49, response rate 11 %), most have a positive view of their own information giving (mean = 53.91, range 13–65) and decision making skills (64–77 % depending on topic). NGHPs feel responsible for enabling disease and treatment related behavior (89–91 %). However, 20–30 % reported difficulties managing patients’ emotions and did not see management of long-term emotions as their responsibility. Correct answers on knowledge questions ranged between 41 and 96 %. Higher knowledge was associated with more confidence in NGHPs’ own communication skills (rs = .33, p = 0.03). Although NGHPs have a positive view of their communication skills, they perceive more difficulties managing emotions. The association between less confidence in communication skills and lower knowledge level suggests awareness of knowledge gaps affects confidence. NGHPs might benefit from education about managing client emotions. Further research using observation of actual counselling consultations is needed to investigate the skills of this specific group of providers.

Psychoanalytic insights and empowerment in social work practice: evaluating the effectiveness of the ‘transference interpretation to the setting’ technique

This study evaluates the effectiveness of the ‘transference interpretation to the setting’ technique in psychodynamic social work practice. Aiming to establish the therapeutic relationship, the practitioner-researcher interprets client negative emotions towards him and the institution as a by-product of the ‘here-and-now’ situation rather than as a repetition of emotions rooted in primary relationships. Adopting the multiple case study method, this study provides an in-depth analysis of the process and the effectiveness of the ‘transference interpretation to the setting’ in clinical practice with six parental couples whose children exhibited separation anxiety disorder. The technique effectively dealt with parental resistance to bring the child for assessment, parental resistance to use the clinician's advice, couple relationship problems and emotional problems of the parents. The empowerment effects of the technique on the parents, and indirectly children, are demonstrated through parent and practitioner narratives. The study concludes that ‘transference interpretation to the setting’ is an effective intervention tool for the social work practitioner.

The Connection between Skilled Counseling and Client's Heart Rate Variability

In this study, we focused on investigating the connection between the activity of a client's autonomic nervous system (ANS) and a counselor's score on the skilled verbal responding scale (SVRS). Our main aim was to explore the connection between the client's emotions and the skill level of the counselor. We examined the heart rate variability (HRV) of 10 clients and the SVRS scores of 10 counselors. The HRV of the clients was measured before and after the counseling session. The HRV and SVRS results showed that the scores of counselors on the SVRS were correlated with the clients’ ANS response. High SVRS scores were clearly connected with increased parasympathetic activity and decreased sympathetic activity in the clients. We also extracted two critical cases from the data for exploring the differences in conversational content between the two cases: 1. a case, where the counselor had a high SVRS score and the client had increased parasympathetic nervous system (PNS) and decreased sympathetic nervous system (SNS)activity; 2. a case, where the counselor had a low SVRS score and the client had decreased PNS and increased SNS activity.

Illuminating Students’ Pre-Practicum Conceptual and Emotional States: Implications for Field Education

Pre-practicum student reflections were studied using an Objective Standard Clinical Examination adapted for social work. One hundred and nine students conducted simulated interviews and immediately wrote answers to reflective questions. Reflections were studied using descriptive qualitative methodology. Three patterns emerged: students rely primarily on their personal and/or professional experience rather than theoretical knowledge; they are easily emotionally dysregulated by intense client emotions; and they benefit from active learning to prepare for practicum. Implications for social work education include greater emphasis on simulated interview practice, explicit attention to assisting students in regulating their affective responses, and actively gauging student readiness for practicum.

Factors affecting substance abuse treatment in Greece and their course during therapy

The effective therapy of substance abuse is attributed to a wide range of factors. A relevant bibliography review has highlighted those factors, which are most commonly employed by mental health professionals: Readiness (recognition, taking steps, and ambivalence), Self-efficacy, Expectation about the therapy outcome, Satisfaction by the therapy treatment, Perceived Social Support, Depression/Anxiety/Stress levels of the client (clinical profile), Positive and Negative Emotions and the way in which clients realize the Meaning of Life. These factors have been thoroughly researched for the purposes of the current study during the different treatment stages of a residential treatment program. The sample included 157 clients. In total, four measurements of the factors have been conducted in the three basic stages of treatment (Counseling Centre, Residential Phase, and Social Re-integration). The analysis of the Repeated Measures Design revealed a statistically significant increase in factors, such as Taking Steps, Self-efficacy, Perceived Social Support, Positive Emotions and Meaning of Life, while it showed an important decrease in factors, such as Problem Recognition, Ambivalence, Depression and Stress. The findings of the study both confirm the important role already recognized factors play in treatment and present the impact new factors can have on the therapeutic outcome.

Existential therapy and emotions: Lessons from cross-cultural exchange.

Existential therapy affirms that emotions are a given of human existence, experienced by all people regardless of culture. However, the experience and expression of emotion is highly influenced by culture, including influencing whether an emotion is perceived as healthy or problematic. Unfortunately, many Western approaches to psychology are prone to pathologizing the way different cultures experience emotion. In this article, the cultural exchange between United States, Bahamian, and Chinese culture is used to illustrate different ways of perceiving, experiencing, and expressing emotion, all of which can be healthy within their own cultural context, but often be oppressive and problematic in others. Cultural exchanges such as this can be highly instructive in helping therapist develop the necessary skills to work with client emotions in a culturally sensitive manner inclusive of varied approaches to emotions.

Restaurante típico y familiar de una región turística: un estudio de caso sobre el impacto de la marca en la fidelidad del cliente

The objective of this research is to analyze the effect of brand personality of a restaurant in the client's emotions (positive and negative), customer satisfaction and brand loyalty, using structural equation models. The research also examines the applicability of the model in the fivefactor in brand personality scale for a restaurant. Empirical data were collected with the use of questionnaires in six typical restaurants of Campos de Jordao-SP. This research confirms five personality dimensions typi- cal of a tourist-focused restaurant. Also, the results suggest that emotions directly impact customer sa- tisfaction and brand loyalty. In this way, entrepreneurs will gain much with a constant accompaniment of the perceptions of customers regarding the brand and the personality of the restaurant.

Individualism, collectivism, and client expression of different emotions: their relations to perceived counselor effectiveness

This study examined how individualism, collectivism, and counselor emphasis of different client emotions were related to perceived counselor effectiveness. Data were collected from 192 (122 women and 70 men) Korean students attending a large university in South Korea and from 170 (115 women and 55 men) American students attending a large Midwestern university in the United States. Participants read a counseling script in which a counselor emphasized client expression of either ego-focused emotions (e.g., anger) or other-focused emotions (e.g., guilt). Results from a hierarchical multiple regression analysis showed that South Korean students who were more individualistic showed more positive perceptions of counselor effectiveness when the counselor emphasized the expression of the client’s ego-focused emotions, whereas more individualistic American students perceived the counselor as less effective when the counselor emphasized the expression of the client’s other-focused emotions. Also, the results demonstrated that participants who were high collectivist and low individualistic showed more positive perceptions of counselor effectiveness when the counselor emphasized the expression of the client’s other-focused emotions, when compared to those who were high collectivist and high individualistic. Implications for counseling practice and future studies are discussed.