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Worker perceptions of their emotional response to a supervisor, during an incident identified as of critical significance, are described and analyzed in this study. We invited 14 participants, aged from 39 to 56 years to share their stories with us in semi-structured interviews. The organizations represented by the workers’ stories included private business government and educational institutions. A grounded-theory approach was adopted to allow key themes to emerge (Locke, 1996). We encouraged participants to allow “buried perspectives” (Hochschild, 1983) to surface: as they interpreted the relational effects of “what happened” in retrospective sense making. As they explored their perceptions of these interactions, participants revealed the complex and disturbing array of emotions and frustrations that lay beneath the veneer of rationality and control they chose to present during the incident. Felt emotions, whether expressed, repressed or edited, were overwhelmingly negative; and awareness of power issues emerged as a key driver in the “feeling rules” (Hochschild, 1983) workers perceived as needing to be observed. Worker tension was seen to be exacerbated by adherence to these rules because “the rules” conflicted with their own personal values and beliefs. Emotional dissonance resulted from this. The role of the organizational community within which workers coped with their experience, and subsequent emotional response, was also explored.

In the United Kingdom, partnership is increasingly a requirement of public sector funding. Such partnerships, formed strategically to win government contracts, can prove brittle; collaboration is often superficial. This chapter explores how a consortium of Scottish higher, further and adult education institutions, assembled expediently to respond to a contract arising from a Scottish Government strategy for adult literacies, nevertheless became genuinely collaborative. In the course of a six-year project to develop new professional qualifications for adult literacies tutors, a core group within the consortium developed a resilient affiliation able to lever advantage within individual institutions from its association. Its intentionality and readiness to transgress boundaries in the face of institutional obstacles were grounded in a shared pedagogical perspective. We examine how common understandings and shared objectives were forged in a series of critical incidents. The territorialism that often inhibits genuine collaboration was weakened in the face of the allegiances precipitated by these incidents. The virtual learning environment, as a shared boundary object, facilitated the negotiation of interinstitutional collaboration. We conclude that critical incidents and boundary objects can be planned into partnership working to build trust through exposure to risk and vulnerability.

This chapter shares the findings of a research study that investigated how organizations managed critical incidents that had the potential for dramatic economic impact and why those organizations chose to pursue certain issues. The findings expose organization identity’s role in stabilizing organizations. Understanding this role creates an opportunity to improve organization change efforts by examining and understanding a subject’s organization identity. Armed with this understanding, a change agent may design interventions in such a way as to align with identity or, when necessary, to specifically alter identity.

The role of the psychologist is unique within a law enforcement agency. This role is often misunderstood by those designing job descriptions and hiring the psychologist. The psychologist is often called on to serve law enforcement needs through such techniques as a psychological autopsy, or consultant with an SWAT Unit and at the same time serve as the pre-employment/fit-for-duty screening psychologist. One role serves the needs of the department as a fellow law enforcement practitioner and the other serves the department's managers in selection and retention issues. A psychologist can fill many, sometimes multiple roles within a law enforcement agency. This chapter helps to define those roles. It will help define each of the many roles the psychologist can fill and will also identify and examine potential ethical conflicts, including problems with dual relationships and conflicts of interest within these roles.

In the context of debates about the performance of Higher Education (HE) in which quantitative measures proliferate, this chapter reports the top line observations of an initial exploration of the preparedness for practice of recent graduates of a Public Relations (PR) course at a post-1992 United Kingdom (UK) Higher Education Institution (HEI). Preparedness for practice is chosen as a conceptual lens (as preparedness for the uncertainty of practice) because HEIs frequently promise it. Using a Bourdieusian framework, preparedness is considered in relation to habitus-field match and HE performance as capital-added in habitus transformation. The chapter offers a complementary way of considering the dynamic between educator and recent graduate agency and how that might be applied when studying course and student performance, designing curricula and developing appropriate ‘signature pedagogies’, especially for those HE actors tasked with delivering against the ‘promise’ of graduate preparedness. In considering preparedness for practice as a performative function of HE, the chapter is located in wider societal debates about the ‘worth’ of HE and offers insight for educators of future PR practitioners.

Often new principals approach their first appointments with a high expectation to make their mark by introducing changes that would lead to school improvement. However, these expectations may be void of thoughts of how an inherited school culture may weigh on their emotions and upset their notions about principalship on a daily basis. Emerging from a multiple case study research design, in which a critical incident technique was the main source of data on new principals’ emotional experiences, the findings show that the new principals experienced predominantly negative emotions and wounding, often linked to pre-formed expectations of school members. Also, influenced by a need to protect their leadership authority, they selected which emotions to disclose versus which to suppress. These findings as drawn from a broader study conducted in Trinidad and Tobago imply a need for training and continuing professional development that would support aspirant and practising principals’ emotion regulation.