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Tables of Contents for Hiding What We Feel, Faking What We Don't
Chapter/Section Title
Page #
Page Count
Introduction
xiii
Chapter 1 Emotion At Work -- A Necessary Evil Or A Valuable Asset?
1
19
The 'Emotional Overcoat'
1
3
What is an emotion?
4
1
What produces emotion?
5
2
What functions do emotions serve?
7
3
What role can emotion play at work?
10
10
Chapter 2 The 'Have A Nice Day' Culture -- Emotional Control At Work
20
17
Display rules
23
3
Don't tell me to 'have a nice day'!
26
4
Does the HAND culture exist outside the service industry?
30
7
Chapter 3 'Have A Rotten Day!' -- And Other Scripted Cultures
37
18
The 'fast-food server' script
38
2
The 'lawyer' script
40
4
The 'debt collector' script
44
2
Techniques for sticking to the script
46
9
Chapter 4 Becoming A One-Minute Friend -- How To Manage Your Emotions To Get The Job And Keep The Job
55
12
At the recruitment stage
55
5
During the first few weeks in the new job
60
3
Throughout the following months and years
63
4
Chapter 5 `Emotional Labour' -- The Mental Effort Involved In Managing Your Emotions
67
17
Emotional harmony
70
1
Emotional dissonance
71
1
Emotional deviance
72
1
Benefits of emotional labour performance
73
9
Problems of emotional labour performance
82
2
Chapter 6 The `Have A Nice Day' Syndrome
84
23
The psychological effect of dissonance
85
5
Emotional burnout
90
2
The effect of emotional labour on health
92
2
Emotional labour and stress
94
4
Who is most at risk from the 'Have a Nice Day' syndrome?
98
9
Chapter 7 Our Secret Emotional Lives At Work
107
24
How much emotional labour do we really perform at work?
107
3
Which emotions do we tend to hide at work?
110
2
Which emotions do we express -- and fake -- at work?
112
2
Is there any evidence that display rules exist at work?
114
1
What is YOUR secret emotional life like?
115
16
Chapter 8 Coping Strategies For The 'Have A Nice Day' Syndrome
131
18
'Downtime'
132
4
Calming strategies
136
10
Cognitive restructuring
146
3
Conclusion
149
2
Notes
151
8
Further Reading
159
1
Useful Addresses
160
1
Index
161