The emotional management of facework: A study of professional women in law, medicine and academe

Facework is an essential dimension of our daily interactions. Unfortunately, there is a theoretical gap in our knowledge of how face is challenged in organizational contexts and the communicative processes involved in re-establishing face, also referred to as corrective facework (Goffman, 1967). Politeness research has explored the communicative dimensions of facework. Politeness theories articulate the linguistic strategies used by speakers to prevent threats to another\u27s face. However, they do not explicate the facework that is performed by targets of face threatening messages. Because work performance in organizations entails evaluation, threats to face may be frequent. Account related research has also investigated the role of facework. Embarrassment studies suggest that face threatening situations provoke emotions (Goffman, 1959; 1967; Ting Toomey, 1994). Yet, the range of emotions that are experienced during face threatening encounters remains understudied. Ting-Toomey (1994) coined the term “facework emotion management processes” to conceptualize the interface of face, communicative action and emotionality. Finally, the gendered dimension of corrective facework and emotion management in organizations offers insight into workplace diversity. This study demonstrates that professional women experience face threats that include reproaches of task knowledge, skill performance, conduct and authority. More than half of the face threats were perceived as gender-related. Professional women reported feelings of hostility and self-conscious emotions (shame and embarrassment) during face threatening interactions. Emotions were managed in a majority of face threatening interactions. Respondent\u27s frequent use of defensive accounts (refusals and justifications) suggest that face threats were highly aggravating. Respondents remained silent when the face threat was severe or when the offender was of higher status. Half of the respondents described their emotionally managed facework choices as inconsistent with their perceptions of self-identity. Finally, respondents reported relationship consequences due to face threatening interactions. Respondents reported attitudinal changes toward the offender such as dislike, mistrust and diminished loyalty. Behavioral changes toward the offender such as avoidance and threats were also noted