Rhiann McLean and Catherine Rose Stocks Rankin - emotional experience of working in social services
1. Dear diary: the emotional experience of
working in social services
2. Overview
The diaries from the View from Here project:
• Part of a cultural probe - a creative, and qualitative, research process
• Designed to encourage unprompted reflection
• Create new knowledge about the emotional experiences of practitioners
We wanted to hear directly from the people providing services and support - in their own
words - about the experiences that are meaningful to them
6. Emotions
• Emotions are a way of seeing the world: “like hearing or seeing, feeling provides a
useful set of clues in figuring out what is real” (Hochschild, 1983, p.31)
• We take inspiration from Dorothy Smith who uses the term ‘work knowledges’
• Focuses attention on “a person’s experience of and in their own work — what they
do, how they do it, including what they think and feel” (Smith 2005, p.151)
• In this way, we view the participant’s reflections as a form of expertise — a way of
understanding the social care sector from the ground up.
8. 1.Emotions are a prompt
• Emotions have “signal” function — that they acts as “clues” to how people make
sense of their experience (Hochschild 1983, p.28-34).
• The emotional quality of these diaries was an unexpected feature of this research.
• We did not prompt participants to reflect on their emotional experience of work —
but that is exactly what they have done in these journals.
9. 2. Emotions show the wider context
• Second, emotions do more than tell individual stories of the experience of working
in social services- they signal us to look at the context which surrounds practitioners
who work closest with people accessing support.
• Supervision, ill-health at work, I.T. systems - each of these has a bearing on the way
individuals come to understand and experience their work.
• Likewise, the relationships (and emotions they prompt) between practitioners and
people accessing support, or between members of a team, have a strong influence
on the experience of this work.
10. 3. Reflection integrates knowing and feeling
• We suggest that these diaries reflect the emotional sensemaking that occurs during
reflective practice (Schon 1983).
• Participants describe the value of the View from Here project in their diaries
• Emphasised the need for practitioners to find time to make sense of their own and
experiences.
• This integration of knowing and feeling can occur when there is time/space to reflect.
11.
12. Method
The diaries offer an space for reflection - directed by the author not the researcher
1. We began with the concept of emotions and coded for ‘feeling words’ within the
diary entries
1. We transcribed the relevant quotations and validated analysis internally
2. We coded for ‘drivers’ to illustrate the reasons for the writer’s expression of emotion
3. We reviewed and sense-checked our analysis to ensure robustness
13. What is the emotional experience of practitioners?
• Not a simple story to tell
• Emotions were mixed, complex and driven by a variety of personal and environmental
factors
1. Frustrated - sometimes meaning hard, difficult, stressed (87 codes out of a total of 522)
2. Happy- sometimes meaning happy and enjoyment (62 / 522)
3. Worried (59 / 522)
4. Tired (43 / 522)
5. Disappointed - sometimes meaning sad and upset (32 / 522)
6. Proud - sometimes meaning appreciated and admiring (24 / 522)
14. What drives these emotions?
Working with people
Life at work
Personal wellbeing
15. Working with people
• Supporting people to achieve their outcomes (like social outings, diet changes, new housing)
made people feel proud and rewarded. Facing barriers along the way led to feelings of
frustration.
• Practitioners were concerned with the overall wellbeing of the people they support (physical
and mental health). Emotional response to wellbeing was mixed, with the most frequent
emotion being challenging/difficult. However, rewarding, happiness and pride featured in the
same dominance. Practitioners have an in-depth knowledge of peoples wellbeing and needs.
• Relationships with people who access support are extremely important. Unsurprisingly,
positive relationships lead to positive emotions (rewarding being the most common with
happiness/joy coming second). Some practitioners struggled with the impact of some of the
behaviours and choices of the people they supported.
16.
17. Life at work
• The tasks people do at work (like specific support, finding placements, etc.) impact on the
emotional response:
• People are happiest when working with people.
• A quarter (25/93) of all of the entries that discussed work tasks focuses on a lack of time
and an inability to complete tasks – leading to feeling challenged and worried.
• Relationships with colleagues and managers matter to practitioners, and are a mixed bag.
• Some lead to feelings of reward / happiness (10/46).
• Challenging relationships lead to feelings of frustration (8/46).
• Technology is mentioned 7 times, always as a deficit or frustration
18. Life at work
• Travel (commuting, bus schedules, etc.) led to frustration, tiredness and challenges for staff.
What’s missing?
• Training is only mentioned twice in the whole dataset, perhaps indicating its limited impact on
the emotional experience of practitioners on a day-to-day basis.
• There was limited discussion within the diaries about terms and conditions such as patterns of
shift work, pay, etc.
• This driver only appears 25 times, but leads to feelings of frustration and
tiredness/exhaustion. We think it’s interesting that this is so low.
• Could we say that there is a lot that can be done to improve the emotional experience of
work that isn’t about money?
19.
20. Personal Wellbeing
• Work-life balance was a challenge for most people. Happiness was related to spending time
away from work and taking breaks. It was clear in this section that there was a weariness in
people's experience, practitioners spoke about being worried, thinking about work outside of
working hours and personally responsible for not keeping a work/life balance.
• Health in the workplace was also a concern. There were 14 mentions of ill health, or concern
about the poor health of others which led to worry and exhaustion
21.
22. Conclusions
• We felt that the emotional labour of care (both the joy and the challenge) weighed
heavily on practitioners, and spilled over into their personal lives.
• Practitioners find joy and pride in what they do, mostly through seeing the people
they support achieve outcomes and through building meaningful relationships with
the people they support and work with.
• However, we need to recognise the tremendous day to day stress and difficulty that
these diaries presented, which showed a workforce feeling overwhelmed by
increasing workload and lack of emotional and practical support in the work they do.
23. A novel approach?
• To our knowledge, this is the first research project to focus on the emotional
experiences of social work and social care staff in Scotland through diaries
• Diaries are most commonly used to understand the experiences of people accessing
health and social care (e.g. Jacelon and Imperio 2005)
• Where diaries have been used to explore staff experiences in the UK - they are
sometimes used as an exploratory evaluation tool (e.g. Leigh et al 2005)
• The University of the West of Scotland and Belinda Dewar in particular have been
using the emotional touchpoints method
24. Our own reflections
• We have our own personal experience of care
• Felt validating to see our own experiences reflected and have the chance to remember
and relate
• Invested in peoples lives through their diaries
• Grateful to have been invited into your world for a week, and to be able to share some
of that learning
25. References
• Hochschild, A.R., 1983. The managed heart: commercialization of human
feeling, Berkeley, Calif. ;London: University of California Press.
• Smith, D.E., 2005. Institutional ethnography : a sociology for people, Toronto:
AltaMira Press.
• Schön, D.A., 1983. The Reflective Practitioner: How Professionals Think in
Action. Basic Books.
CR - These are unprompted reflections
We’ve heard from the other part of the cultural probe – the prompt cards and time sheets already.
These diaries are a key part of our analysis because they help us to understand the story of working in social services.
When we asked practitioners what they wanted us to do with this wealth of data, one of their requests was that we shared their story.
You may have already seen our gallery display of illustrated diary entries. These diary entries are representative of the key themes and emotions in the whole dataset, but also give us an insight into the day to day experience of care and support.
Here to read out two of these entries are two practitioners, Shona Smith and Julia Doucet. They will be reading exerpts which are not their own and we hope this is a bright introduction to the diaries and the depth and importance of the stories they hold.
Shona Smith
Julia Doucet
CR – Thank the practitioners for their time, and remind the audience that there are other people who participated in the project here today,
Sensemaking event supports this.
How did we make sense of all of this data
Our approach:
In analysing this data, we draw on the principles of grounded theory (Glaser & Strauss 1967; Corbin & Strauss 2008; Charmaz 2013).
Grounded theory uses a process of ‘coding’ to draw out particular themes from the raw data.
The emotional experience of practitioners is not a simple story to tell. The experience could be
But, we have measured the codes and the two emotions which appear most frequently are frustration and happiness, with worried, tired, disappointed and proud following suit.
The dichotomy of those top 2 shows some of the polarising experiences of working with people who access support
I also wanted to be clear, that we made a point not to categorise these emotions as wholly negative of positive. For example, frustration might be about a practitioners dedication to supporting someone to meet their outcomes.
We wanted to understand more about the emotional experiences of practitioners, particularly what personal, environmental and relational drivers led to emotional reactions. From this, we began to understand not just what it felt like to work in care and support, but why it felt that way. The three main drivers we identified were: working with people, life at work (including the day to day practicalities of working), and personal wellbeing, a category that stretches to life beyond the workplace.
We will take this opportunity to showcase some of the illustrations which represent these emotional drivers. These slides will be uploaded, as well as all of the images and an overview on the blog – so don’t worry if it seems like a lot to take in.
This section is about the experience that practitioners have working closely with people who access support. The most frequently noted driver for emotional response within this section was helping people meet their outcomes, this made our practitioners feel proud and rewarded. Facing barriers along the way like discrimination, led to frustration.
We also noted that practitioners were really invested and concerned with the overall wellbeing (mental and physical health) of the people they supported. The most frequenr emotion was difficulty/challenge. However, sometimes a shift in wellbeing led to feelings of happiness and pride.
The diaries also spoke about the importance of relationships with people who access support, leading mainly to feelings of reward and happiness. But, there were times where the behaviours and choices of people that practitioners supported day to day made them feel challenged, frustrated.
What struck us about this section was how personally and emotionally invested practitioners were in people who access support.
This section is about day to day life at work, from activities to supports in place and workplace relationships.
The most common driver in this section was tasks at work – this described the type of things people were doing at work – arranging meetings, doing paperwork etc. We found clearly that people are happiest when working with people. We were also struck by how much emotional response was driven by a lack of time, too much to do which led to feelings of worry.
In this section we also included some of the practical parts of life at work. Technology, for example is mentioned 7 times and always leads to frustration.
People also spoke about travel – commuting, waiting for the bus, led to frustration and tiredness.
Training is only mentioned twice in the whole dataset, perhaps indicating its limited impact on the emotional experience of practitioners on a day-to-day basis.
Sometimes, it’s also interesting to think about what isn’t there, so we wondered about what was missing. There was a limited discussion within the diaries about terms and conditions. Could we say that there is a lot that can be done to improve the emotional experience of work that isn’t about money?
This section is about the overall personal wellbeing of practitioners. The diaries told a fairly stark and consistent story. Time away from work, regular breaks, etc. leads to happiness. People are weary and exhausted. The emotional labour of supporting people spills into the personal lives of practitioners and work spilling into personal time lef to feelings of worry.
Health or illhealth in the workplace also leads to worry and exhaustion. We wonder about the connection here between physical and emotional health.
SLIPPY
We felt that the emotional labour of care (both the joy and the challenge) weighed heavily on practitioners, and spilled over into their personal lives.
Practitioners find joy and pride in what they do, mostly through seeing the people they support achieve outcomes and through building meaningful relationships with the people they support and work with.
However, we need to recognise the tremendous day to day stress and difficulty that these diaries presented, which showed a workforce feeling overwhelmed by increasing workload and lack of emotional and practical support in the work they do.
CR –
No examples in the peer-reviewed literature
We are so interested in the power of story, and we hope that this analysis and the illustrated diary entries give you the same glimpse into the emotional experience as it did for us. You have some of these images on your tables. Please feel free to take one away with you and use them as a prompt for discussion in your own personal or professional life.
We also want to give a brief shout out to the illustrators – who approached this with grace, and went on their own journey to get to know the material and learned a little about what care and support looks like in 2015 along the way.