Crafting Emotional Authenticity: A Design Thinking Approach to Developing a Practical Deep Acting Tool for Emotion Labor (78885)
Session Chair: Hsin-Lun Li
Thursday, 28 March 2024 15:00
Session: Session 4
Room: Room 604
Presentation Type: Oral Presentation
This paper introduces a novel application of Design Thinking principles in crafting a tangible Emotion Labor toolkit, targeting deep acting – a more sustainable emotion regulation strategy in professional settings. Surface acting, commonly used in Emotion Labour, can lead to burnout and jeopardize well-being. Drawing on the human-centric ethos of Design Thinking as a methodology for creative problem solving, the toolkit leverages on three aspects of Design Thinking - Empathy, Definition and Ideation to cultivate Empathy, Awareness and Cognitive Reappraisal in deep acting emotion regulation.
Informed by literature on affect labelling and emotion regulation strategies, the toolkit underwent iterative cycles of prototyping and testing, including two rounds of pre-pilot playtesting with smaller group for design and refinement. The pilot toolkit was designed for play-based learning, engaged 20 participants in a play test, that simulated diverse life situations, spanning key milestones from age 21 to 60. Tasks include demonstrating empathy in challenging situations and resolving them using cognitive reappraisal with emotional words as resources. Data collection via observation and thematic analysis to evaluate Empathy Expression, Cognitive Reappraisal Effectiveness, and Affect Labels Expansion (Awareness). A post-play survey gauges participant experiences, confidence, and development in these areas.
The study contributes a comprehensive perspective on toolkit development, refinement, and validation, aiming to provide industry with a practical and accessible tool for emotion labour. Future plans include deploying the toolkit as an educational resource for interns to enhance emotion regulation skills in the Emotion Labour domain.
Authors:
Angela Shueh Ng, University of Reading, United Kingdom
About the Presenter(s)
Ms Angela Shueh Ng is a University Postgraduate Student at University of Reading in United Kingdom
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