Purpose: This paper explores how feeling rules are constructed, experienced and contested within personalised social work practice. It considers how organisations seek to shape practitioners towards certain forms of emotional display in increasingly market-oriented conditions. It contributes to our understanding of the place of ‘backstage’ emotional labour in seeking to shape and direct social work practice. Design/methodology/approach: A single immersive ethnographic case study of an English social work department was undertaken over a period of six months. Findings: The paper reveals embedded tensions which emerge when practitioners are caught between traditional bureaucratic function, the incursions of the market and feeling rules of relatability, commitment and creativity. Originality/value: The paper contributes to the scant literature on frontline experiences of personalisation in children’s services and the importance of ‘backstage’ emotional labour for shaping and directing social work practice. Importantly, it considers the complexity of emotional labour within an organisational context which is neither fully marketised, nor fully welfarised, a position many welfare organisations now find themselves in.

中文翻译：

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“让自己上班”：重写“个性化”社会工作中的情感规则

目的：本文探讨了如何在个性化的社会工作实践中构建，体验和挑战感觉规则。它考虑了组织在日益以市场为导向的情况下如何寻求使从业者朝着某些形式的情感展示发展。它有助于我们理解“后台”情感劳动在寻求塑造和指导社会工作实践中的地位。设计/方法/方法：在六个月的时间内对英国社会工作部门进行了一次沉浸式民族志案例研究。调查结果：本文揭示了当从业者陷入传统官僚职能，市场入侵和感觉相关性，承诺和创造力规则之间时出现的内在张力。创意/价值：本文为有关儿童服务中个性化的前线经验以及“后台”情感劳动对于塑造和指导社会工作实践的重要性的文献作了贡献。重要的是，它考虑了在没有完全市场化或完全福利化的组织环境中的情感劳动的复杂性，这是许多福利组织现在所处的位置。