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

In: Emotionalizing Organizations and Organizing Emotions

Author

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  • Vesa Leppänen

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.

Suggested Citation

  • Vesa Leppänen, 2010. "Emotional Neutrality as an Interactional Achievement: A Conversation Analysis of Primary Care Telenursing," Palgrave Macmillan Books, in: Barbara Sieben & Åsa Wettergren (ed.), Emotionalizing Organizations and Organizing Emotions, chapter 12, pages 251-271, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-28989-5_13
    DOI: 10.1057/9780230289895_13
    as

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