Lecture 6
Q&S
Emotions
Organising for quality framework
- Qualitative research into how excellent hospitals ‘do’ quality from a process-
perspective (how questions)
Six challenges for quality improvement
Three different directions: management/organization, citizen/patient, employer/employee.
Opinion about good quality changes over time.
Emotional labour
- “The effort involved when employees regulate their emotional display in an attempt
to meet organizationally-based expectations specific to their roles
o Surface acting involves managing the expression of behavior rather than
feelings = facial expression, gestures and voice tone
o Deep acting involves attempting to actually experience or feel the emotion
that they wish (or that they are expected) to display
- Showing and suppressing!
The reality: what the leader cares about (and typically bases at least 80% of his or her
message to others on) does not tap into roughly 80% of the workforce’s primary motivators
for putting extra energy into the change programme.
Narratives can help – AIIDA
- Attention, interest, information, desire, action
1
Q&S
Emotions
Organising for quality framework
- Qualitative research into how excellent hospitals ‘do’ quality from a process-
perspective (how questions)
Six challenges for quality improvement
Three different directions: management/organization, citizen/patient, employer/employee.
Opinion about good quality changes over time.
Emotional labour
- “The effort involved when employees regulate their emotional display in an attempt
to meet organizationally-based expectations specific to their roles
o Surface acting involves managing the expression of behavior rather than
feelings = facial expression, gestures and voice tone
o Deep acting involves attempting to actually experience or feel the emotion
that they wish (or that they are expected) to display
- Showing and suppressing!
The reality: what the leader cares about (and typically bases at least 80% of his or her
message to others on) does not tap into roughly 80% of the workforce’s primary motivators
for putting extra energy into the change programme.
Narratives can help – AIIDA
- Attention, interest, information, desire, action
1
