Emotional Labor: Putting the Service in Public Service

Putting the Service in Public Service

Business & Finance, Economics, International
Cover of the book Emotional Labor: Putting the Service in Public Service by Mary E. Guy, Meredith A. Newman, Sharon H. Mastracci, Taylor and Francis
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Author: Mary E. Guy, Meredith A. Newman, Sharon H. Mastracci ISBN: 9781317472094
Publisher: Taylor and Francis Publication: December 18, 2014
Imprint: Routledge Language: English
Author: Mary E. Guy, Meredith A. Newman, Sharon H. Mastracci
ISBN: 9781317472094
Publisher: Taylor and Francis
Publication: December 18, 2014
Imprint: Routledge
Language: English

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."

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