Faire face à des émotions négatives intenses en protection de l’enfance : un travail émotionnel qui mobilise des processus de régulation de l’anxiété et de la colère avec le soutien de l’équipe

Abstract

This research aims at a better understanding of one aspect of emotional labor in child welfare: coping with intense negative emotions. It is based on 15 interviews conducted with social workers from Child Protective Services. Results indicate that the drivers of this aspect of emotional labor are characterized by unpredictability and interpersonal conflict. They give rise to surprise, anxiety and especially anger, particularly against institutions. Emotional regulation is carried out implicitly with a professional instrumental purpose. Different strategies are mobilized sequentially: social sharing of emotions and cognitive strategies allow recovery. The team social support during informal times appears central. These results underline the role of the team and plead for the recognition and professionalization of emotional work in this sector.