Unique aspects of stress in human service work

Two unique stressors associated with human service work are emotional dissonance, particularly the need to hide negative emotions (emotion work), and client/customer-related social stressors. The latter may involve disproportionate or ambiguous client/customer expectations and/or verbally aggressive customers. These stressors affect all human service workers, even though they may vary in the extent to which their work involves lasting relationships with clients/customers, and in the amount of training they have received to deal with client/customer-related social stressors. For example, health professionals typically develop long-lasting relationships with their clients whereas call centre workers may have only a single brief interaction. In accordance with contemporary theories of work stress (conservation of resources, effort-reward imbalance, demand-control-support), we argue that social support and training designed to develop “role separation” are crucial resources needed to help human service workers cope with the unique stressors of their jobs.