"I smile when I'm angry!'': An examination of emotional dissonance among police officers

Sukanlaya Sawang, Paula Brough, Jennifer Barbour

Research output: Contribution to conferencePaperpeer-review


With the growth of service industry occupations, managing emotions at work has increased as a topic of interest among scholars and practitioners in organisational behaviour and human resource management(Grandey, 2000). Emotional dissonance occurs when there is discrepancy between organisational sanctioned emotions and actual emotions of employees(Zapf, Vogt, Seifert, Mertini, Isic, 1999). This discrepancy can be associated with significant levels of psychological ill-health (Zapf, Seifert, Schmutte, Mertini, Holz, 2001). Policing is consistently ranked among the top five stressful/high-risk occupations (e.g. Coman, Evans, Stanley, Burrows, 1991). Police officers act as the front-line contact when dealing directly with community members; they are expected to be social workers, teachers, role models, and counsellors. Operational police officers are often required to suppress their actual emotions during their work, in order to perform their job to formally designated procedures and standards.
Original languageEnglish
Publication statusPublished - 2009
EventInternational Conference on Occupational Stress and Health - San Juan, Puerto Rico
Duration: 5 Nov 20098 Nov 2009
Conference number: 8


ConferenceInternational Conference on Occupational Stress and Health
Country/TerritoryPuerto Rico
CitySan Juan


  • Emotional Dissonance
  • Occupational Stress and Health
  • Police Officers


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