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Emotional Labor: Putting the Service in Public Service: Putting the Service in Public Service

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by Mary E. Guy & Meredith A. Newman & Sharon H. Mastracci
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Emotional Labor: Putting the Service in Public Service: Putting the Service in Public Service by Mary E. Guy & Meredith A. Newman & Sharon H. Mastracci

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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Ebook Details
Pages: 256
Size: 10.2 MB
Publisher: Routledge
Date published:   2014
ISBN: 9781317472094 (DRM-EPUB)

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This product is listed in the following categories:

Nonfiction > Business & Economics
Nonfiction > Business & Economics > International

These authors have products in the following categories:

Nonfiction > Political Science > Public Affairs & Administration
Nonfiction > Business & Economics
Nonfiction > Business & Economics > International
Nonfiction > Political Science
Nonfiction > Business & Economics > Human Resources & Personnel Management
Nonfiction > Social Science > Anthropology > Cultural

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01/18/2017
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