Sympathy Work Identity and Emotion Management Amo

Authors: Kenneth H Kolb

Publish Date: 2010/11/03

Volume: 34, Issue: 1, Pages: 101-119

PDF Link

Abstract

Advocates and counselors who assist victims of domestic violence and sexual assault often claim a moral identity that depends in part on their ability to sympathize with their clients However when their clients behave in ways that staff members perceive as “difficult” ie lie return to their abusers break rules express anger at those trying to help them or fail to show up for appointments feelings of sympathy can begin to wane—creating a moral identity dilemma Data collected from participant observation and indepth interviews outline four generic processes that advocates and counselors engage in to overcome this dilemma These findings highlight the interdependent nature of identity and emotion management and contribute to previous scholarship on how those who claim a moral identity negotiate feelings that run counter to their identity code

Keywords: