Cricco-Lizza Roberta
1University of Pennsylvania, Philadelphia, Pennsylvania, USA.
Qual Health Res. 2014 May;24(5):615-28. doi: 10.1177/1049732314528810. Epub 2014 Mar 27.
In this 14-month ethnographic study, I examined the emotional labor and coping strategies of 114, level-4, neonatal intensive care unit (NICU) nurses. Emotional labor was an underrecognized component in the care of vulnerable infants and families. The nature of this labor was contextualized within complex personal, professional, and organizational layers of demand on the emotions of NICU nurses. Coping strategies included talking with the sisterhood of nurses, being a super nurse, using social talk and humor, taking breaks, offering flexible aid, withdrawing from emotional pain, transferring out of the NICU, attending memorial services, and reframing loss to find meaning in work. The organization had strong staffing, but emotional labor was not recognized, supported, or rewarded. The findings can contribute to the development of interventions to nurse the nurse, and to ultimately facilitate NICU nurses' nurturance of stressed families. These have implications for staff retention, job satisfaction, and delivery of care.
在这项为期14个月的人种学研究中，我考察了114名新生儿重症监护病房（NICU）的4级护士的情绪劳动及应对策略。情绪劳动在照顾脆弱的婴儿和家庭方面是一个未得到充分认识的因素。这种劳动的性质体现在对NICU护士情绪的复杂个人、专业和组织层面的需求之中。应对策略包括与护士姐妹交流、成为超级护士、运用社交谈话和幽默、休息、提供灵活帮助、从情感痛苦中抽离、调出新生日重症监护病房、参加追悼会，以及重新看待损失以在工作中找到意义。该机构人员配备充足，但情绪劳动未得到认可、支持或奖励。这些研究结果有助于制定关爱护士的干预措施，并最终促进NICU护士对压力重重的家庭的照料。这些对员工留用、工作满意度和护理服务都有影响。
