This paper draws on data collected from my recent exploration of how teachers become competent in the area of relationships. In an interview, a student teacher, Kristin, voiced the challenges she faced: 'I think it is easy enough to get the knowledge the student needs. The problem is, in a way, when people are involved'. This paper presents an encounter between Kristin and a student after Kristin had started to work as a teacher. It shows the difficulty of being professional when 'people are involved', that is, when emotions are at work.
A Study of Emotional WorkFor many years, I have been interested in the special demands made on professionals who work in close personal contact with other people and for whom empathy and the ability to build relationships are crucial (Ramvi, 1996;Ramvi and Roland, 1998;Ramvi, 2007). Teaching is one such 'relationship profession' (Moos et al , 2004). Teachers realise that emotional bonding, emotional understanding and building relationships are essential to good teaching (