Exploring the emotional labour of occupational therapists when interacting with clients.

Introduction: Occupational therapy is an inherently emotional endeavour for both clients and therapists. Despite navigating diverse and challenging work environments, relatively little is known about how occupational therapists are expected to manage and express their emotions in line with job-related emotion norms. The aim of this study was to explore the emotional labour experiences of occupational therapists when interacting with clients. Method: Fourteen qualified occupational therapists (11 female and 3 male) took part in a semi-structured interview about practice-related emotion norms, emotion regulation and emotion performance demands. Data were analysed using reflexive thematic analysis. Findings: Two overarching themes captured the complexities of emotional labour when interacting with clients including (1) navigating subjective emotion norms, and, (2) negotiating authentic and inauthentic emotions to nurture the therapeutic relationship. Prioritizing client needs informed how and what emotions were expressed and regardless of the emotional labour strategies adopted, therapists strived for perceptions of sincerity in their relationships with clients. Discussion: The enactment of emotional labour when interacting with clients is critical to delivering therapy and meeting professional standards. The findings have implications for practitioners (e.g. reflective practice, self-care), managers (e.g. supervision) and organizations (e.g. support structures, education) and point to fruitful avenues for research.