Emotional Neutrality as an Interactional Achievement: A Conversation Analysis of Primary Care Telenursing

Vesa Leppänen

Chapter 12 in Emotionalizing Organizations and Organizing Emotions, 2010, pp 251-271 from Palgrave Macmillan

Abstract: 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.

Keywords: Direct Advice; Primary Care Centre; Conversation Analysis; Emotional Neutrality; Conditional Access (search for similar items in EconPapers)
Date: 2010
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-28989-5_13

Ordering information: This item can be ordered from
http://www.palgrave.com/9780230289895

DOI: 10.1057/9780230289895_13

Access Statistics for this chapter

More chapters in Palgrave Macmillan Books from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().