Emotional Labor
Putting the Service in Public Service
Mary E Guy author Sharon H Mastracci author Meredith A Newman author
Format:Paperback
Publisher:Taylor & Francis Ltd
Published:14th Nov '14
Currently unavailable, and unfortunately no date known when it will be back
This paperback is available in another edition too:
- Hardback£195.00(9780765621160)
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."
ISBN: 9780765621177
Dimensions: unknown
Weight: 470g
256 pages