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DOI: 10.1177/0891241604269326 "You’re Not a Stone"Emotional Sensitivity in a Bureaucratic SettingBowling Green State University Although the emotion management perspective dominates the micro-sociological study of emotions, a phenomenological approach provides access to phenomena that are inaccessible through emotion management. While the former shows the strategic management of one’s emotions to conform to norms, the latter reveals the myriad ways in which emotions move us. Indeed, if not for the poignant resonance of emotions in social life, emotions would hardly be worth "managing." This article will employ a phenomenological perspective on emotions as they were expressed by applicants and workers in a Section 8 housing office throughout the course of eligibility interviews. I will show that despite giving off an impression of detachment and neutrality, workers are unavoidably sensitive to the emotional displays of applicants. Hence, a research agenda focusing on interpersonal emotional sensitivity is proposed as a complement to the conceptualization of emotions as managed.
Key Words: phenomenology • emotion management • human service work • housing • anger • crying • office culture
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