[What skills and resources for healthcare managers in the management of highly emotionally charged situations ?].

In hospitals, the place of emotions in professional activity is usually organizationally neglected, which forces managers to find their own adjustments. The healthcare manager, regulator of work relations, is a catalyst of many tensions. The goal of this research is to identify activities that generate emotional work. Two focus groups brought together 19 healthcare managers who recollected 47 emotional situations.The analysis identified four fields of activities generating emotions based on three criteria (emotional field, trigger and power to act) which are emphasized in the emotional experiences of managerial situations. Five representative situations emerged from the results of the quantitative analysis, which were then qualitatively analyzed. This study highlights that the managers are not necessarily consciously aware of their resources and strategies. It contributes to the recognition of emotional efforts inherent to management. It also establishes recommendations to accompany managers in the management of situations generating emotions.