ABSTRACT This paper uses Discursive Psychology (DP) to investigate formulations of worry as an interactional resource. DP conceptualizes emotion as something people display or formulate in interaction with other people, and draws on conversation analysis (CA) to examine its social functions across settings. Data consist of 366 recorded phone calls to the Swedish Social Insurance Agency’s customer service for housing allowance – a benefit targeting financially vulnerable youth and families. The article examines how clients’ worry is formulated (e.g., ‘I’m really worried now’), what functions such formulations serve, and how they are responded to. In line with the broader DP goal of uncovering how institutions are characterized by psychological business, the study shows how worry is linked to lack of knowledge, building worry as warranted and as warranting further institutional activity (or not). Speakers thus treat worry as morally and institutionally constrained. The analysis shows how orientations to worry in the context of state welfare customer service both corresponds and contrasts with what research on worry formulations in other institutional settings has found. This highlights the way that psychology is locally specific and bound up with institutionality, and reinforces the need for close empirical analysis of psychology-relevant matters across settings.

中文翻译：

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重新定义“担忧”：福利遭遇中的服务和情感

摘要 本文使用话语心理学 (DP) 来研究作为交互资源的担忧的表述。DP 将情绪概念化为人们在与他人互动时表现或形成的某种东西，并利用对话分析 (CA) 来检查其跨环境的社交功能。数据包括向瑞典社会保险局客户服务部门拨打的 366 次电话录音，以获得住房补贴——这是一项针对经济弱势青年和家庭的福利。这篇文章考察了客户的担忧是如何表述的（例如，“我现在真的很担心”），这些表述的作用是什么，以及它们是如何得到回应的。根据更广泛的 DP 目标，即揭示机构如何以心理业务为特征，该研究表明担心与缺乏知识有关，在必要的情况下建立担忧并保证进一步的机构活动（或不）。因此，演讲者将担忧视为道德和制度上的约束。该分析显示了在国家福利客户服务背景下的担忧取向如何与其他机构环境中关于担忧表述的研究发现的内容相一致并形成对比。这突出了心理学具有地方特异性并与制度性联系在一起的方式，并加强了对跨环境的心理学相关问题进行密切实证分析的必要性。该分析显示了在国家福利客户服务背景下的担忧取向如何与其他机构环境中关于担忧表述的研究发现的内容相一致并形成对比。这突出了心理学具有地方特异性并与制度性联系在一起的方式，并加强了对跨环境的心理学相关问题进行密切实证分析的必要性。该分析显示了在国家福利客户服务背景下的担忧取向如何与其他机构环境中关于担忧表述的研究发现的内容相一致并形成对比。这突出了心理学具有地方特异性并与制度性联系在一起的方式，并加强了对跨环境的心理学相关问题进行密切实证分析的必要性。