Emotional Labor Putting The Service In Public Service
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Emotional Labor by Mary Ellen Guy,Meredith A. Newman,Sharon H. Mastracci Pdf
Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice. This book focuses on this emotional labor and what it takes to perform it. It contains stories from the trenches gleaned through interviews, focus groups, and survey data.
Emotional Labor: Putting the Service in Public Service by Mary E. Guy,Meredith A. Newman,Sharon H. Mastracci Pdf
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."
Author : Mary E. Guy,Sharon H. Mastracci,Seung-Bum Yang Publisher : Springer Nature Page : 648 pages File Size : 47,6 Mb Release : 2019-09-03 Category : Law ISBN : 9783030248239
The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service by Mary E. Guy,Sharon H. Mastracci,Seung-Bum Yang Pdf
The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service challenges traditional public administration theory and its disavowal of the emotive component to public service delivery. Providing a comprehensive and comparative overview of the current research in this previously understudied area, this handbook situates emotional labor within public service and establishes emotional labor within individual, organizational, cultural, and situational scenarios. With chapters spanning twelve different countries across six continents, this handbook provides groundbreaking survey research that probes the daily work experience of public servants, paying special attention to the relational aspect of public service delivery. It ultimately seeks to revise the current public service paradigm, and will be an invaluable resource to researchers, public managers, and international public service organizations as the first of its kind for the public administration market.
Emotional Labor in the Service Economy by Ronnie J. Steinberg,Deborah M. Figart Pdf
In today's service economy, many jobs require that applicants have a smiling face, helpful disposition and the ability to interact in a friendly manner with others. Or in the case of law enforcement or bill collecting, an employee can be required to be less friendly and more harsh in his or her interaction with customers or criminals. Jobs that require emotional labor typically necessitate contact with other people external to or within the organization, usually involving face-to-face or voice-to-voice contact, especially in service work. Emotional labor requires employees to give something of themselves to others with whom they have no ongoing personal relationship. Emotional Labor in the Service Economy, a special issue of THE ANNALS, discusses the many aspects of emotional labor in a variety of job settings and cross-disciplinary examples. Articles in this important issue highlight: · Emotional Demands at Work · Financial Penalty for Doing Caring Work · Psychological Consequences of Emotional Labor · Rules Regulating Emotional Displays in Jobs or Job Requirements Emotional labor has gained increased recognition as it grows to affect productivity and generates profit. This special issue of THE ANNALS is a valuable resource to researchers, scholars and professionals in all areas to provide insight into this important topic.
The Art of Public Service: Changing How We Think About Bureaucracy and Its Impacts is a transformative guide that redefines our perception of bureaucracy. Delving deep into the heart of government, Choi unravels the human element often lost amidst the maze of procedures and paperwork. This book is not just a narrative; it's a journey canvassing the lives of those who serve, highlighting the emotional labor, ethical challenges, and personal triumphs inherent in public service. Each chapter skillfully weaves personal stories with practical strategies, offering a unique perspective on navigating the bureaucratic system. From uncovering the emotional toll of paperwork in "The Weight of Paperwork" to exploring moral dilemmas in "The Ethical Compass," Choi's insightful analysis and heartfelt storytelling illuminate the soul behind the bureaucracy. Innovative and inspiring, The Art of Public Service goes beyond the conventional. It's a call to embrace vulnerability in leadership, as seen in "Leading with Heart," and to integrate personal experiences into policy-making in "Policy with a Pulse." The book culminates in a powerful vision for the future in "Reimagining the Future" and "Transformative Leadership," urging readers to craft their legacy within the governmental landscape. Accompanied by practical Section Coaching, including resources on self-care and advocacy, this book is an essential read for students of government, government employees, elected officials, and anyone interested in the intersection of personal and professional growth and public service. Robert Choi's work is more than a book; it's a movement towards a more empathetic, efficient, and ethical government. Join the journey and redefine what it means to serve.
Building Service-oriented Government by Wu Wei Pdf
Providing quality public service is one of the essential functions of a government. In the turbulent time, however, governments worldwide are experiencing a variety of unprecedented challenges to meet citizens' increasing demands and expectations. In China, building a service-oriented government and a harmonious society is central to the 12th Five-Year Plan and challenges the governance philosophies, capacities and competencies of Chinese government at every level. Researchers of Nanyang Centre for Public Administration (NCPA) at Nanyang Technological University systematically examined the concept of service-oriented government in the context of China and developed an assessment scheme to evaluate the performance of building service-oriented government in Chinese cities. Under the auspices of the Lien Foundation in Singapore, based on the assessment scheme, they conducted large-scale telephone surveys of citizens and businesses in 32 major Chinese cities in 2011. This book presents their findings and empirical studies on public service performance, citizen satisfaction, political trust and government transparency based on the data collected from the 2011 Lien project. Moreover, it also includes selected papers presented at the 2012 Lien International Conference on Public Administration in Singapore. Contributed by scholars from Mainland China, the US, Hong Kong and Singapore, these papers discuss various important issues related with building a service-oriented government including public ethical values, the roles of NGO, social accountability, urban integration, performance measurement and emotional labor in public service.
Handbook on Gender and Public Administration by Shields, Patricia M.,Elias, Nicole M. Pdf
This ground-breaking Handbook on Gender and Public Administration brings together a rapidly growing new field of study, exploring the emerging contexts of gender and public administration. Capturing the many facets of this dynamic trend, the book explores gender equity and further examines masculinity, intersectionality and beyond binary conceptions of gender.
Emotional Labor and Crisis Response by Sharon H. Mastracci,Mary E. Guy,Meredith A. Newman Pdf
The author's of the award-winning Emotional Labor now go inside the stressful world of suicide, rape, and domestic hotline workers, EMTs, triage nurses, and agency/deparment spokespersons, to provide powerful insights into how emotional labor is actually exerted by public servants who face the gravest challenges.
Women and Public Service by Mohamad G. Alkadry,Leslie E Tower Pdf
This book tackles the challenges that women face in the workplace generally and in the public sector particularly. While Women and Public Service spends time identifying and describing the problems that women faced in the past, it pays special attention to identifying possible remedies to these problems, and also surveys progress made in recent decades. The authors present the challenge of accommodating women in public sector organisations as both a fairness issue and also a human resources matter, as a fundamental prerequisite for recruiting the best and brightest talent. Key content coverage: The representation of women in public organisations, including occupational, agency and position level segregation Issues of pay equity--legislation, equal worth measures, and the serious links between the issue of representation and equal pay Special issues facing women in their workplace, including institutional climate, workplace violence, sexual harassment, social costs of career progression, and family-friendly policies.
Public Personnel Management by Norma M. Riccucci Pdf
Public Personnel Management has served as an essential, concise reader for public personnel and human resource management courses in the fields of public administration, political science, and public policy for more than 30 years. Since the first edition published in 1991, the book has provided professors and students alike with an in-depth look at cutting-edge developments beyond standard textbook coverage, to cultivate a broad understanding of the key management and policy issues facing public and nonprofit HRM today. Original chapters are written expressly for the text by leading public administration scholars, each focusing on specific and sometimes controversial concerns for public personnel management, such as social equity, labor relations, public employee rights, and the operation of nonprofits. Now in an extensively revised seventh edition, Public Personnel Management presents new, original chapters to examine developments of interest to researchers and practitioners alike, including: new ways of working (NWW), remote work, the effects of the COVID-19 pandemic on public service workforces, work-life balance, patterns of discrimination and employees’ perceptions of fairness, affirmative action, generational differences in the workforce, and – as the field of public personnel management becomes more internationalized – chapters addressing human resource management across Europe and a chapter on NWW practices in Switzerland. These, together with other chapters, ensure that Public Personnel Management will remain a field-defining book for the next 30 years.
Why Public Service Matters conveys the importance, purpose, and nobility of a career as a civil servant in the United States. It does so, however, with an unflinching eye on the realpolitik that drives public administration in America's "compensatory state" and on the pitfalls of reformers' focus on bureaucratic, rather than democratic, administration. The book links the nation's ability to handle contemporary policy problems with the strategic, tactical, and normative quality of public management. In doing so, it offers newcomers a rare, concise, and accessible overview of the field. Readers will gain an appreciation for the challenges, choices, and opportunities facing public managers as they help advance a sense of common purpose informed by democratic constitutional values in twenty-first century America.
Author : Ronald J. Burke,Andrew Noblet,Cary L. Cooper Publisher : Edward Elgar Publishing Page : 352 pages File Size : 55,8 Mb Release : 2013-01-01 Category : Political Science ISBN : 9780857937322
Human Resource Management in the Public Sector by Ronald J. Burke,Andrew Noblet,Cary L. Cooper Pdf
'An impressive collection of authoritative treatments of major current and ongoing topics in public sector human resource management, provided by both well-established experts and up-and-coming scholars who are becoming leaders in the field. A valuable resource for courses on the topic and an important reference for scholars and those seeking to maintain expert knowledge about it.' – Hal G. Rainey, The University of Georgia, US This insightful book presents current thinking and research evidence on the role of human resource management policies and practices in increasing service quality, efficiency and organizational effectiveness in the public sector. Internationally, public sector organisations face enormous challenges, including increasingly uncertain political and economic environments, more vigilant and cost-conscious governments, rapidly evolving community needs and an ageing workforce. This collection examines a range of HRM-related topics that will influence the capacity of public sector agencies to negotiate and respond to the challenges ahead. These topics include managing public sector human resources during an economic downturn, enhancing the satisfaction and motivation of public sector employees, attracting and retaining talent, leadership development, and case studies in successful public sector organizational change. With each chapter drawing on the latest research, but also emphasizing the practical implications, this collection is suitable for practitioners, researchers and students alike. It will also be valuable for HR specialists and managers of HR units in the public sector.
Public Administration Evolving by Mary E. Guy,Marilyn M. Rubin Pdf
Public Administration Evolving: From Foundations to the Future demonstrates how the theory and practice of public administration has evolved since the early decades of the twentieth century. Each chapter approaches the field from a unique perspective and describes the seminal events that have been influential in shaping its evolution. This book presents major trends in theory and practice in the field, provides an overview of its intellectual development, and demonstrates how it has professionalized. The range from modernism to metamodernism is reflected from the perspective of accomplished scholars in the field, each of whom captures the history, environment, and development of a particular dimension of public administration. Taken together, the chapters leave us with an understanding of where we are today and a grounding for forecasting the future.
Managing Gender Inequity in Academia by Gina Scutelnicu Todoran Pdf
Academia is not immune to gender bias, and in many public affairs programs, inequities persist in faculty academic rank, salary, career length, job security, leadership roles, professional recognition, resource allocation, and role stereotypes. Managing Gender Inequity in Academia is the first book to provide an evidence-based guide for university administrators and faculty interested in building all-important gender equity in public affairs and related programs. Drawing on both secondary and primary data, the book offers a comprehensive perspective on public affairs faculty career paths, the obstacles to advancement in the academy, and how the COVID-19 pandemic further contributed to existing inequities. Each chapter of the book presents evidence-based research derived from interviews, surveys, existing statistics, and documents, offering guidance to public affairs programs, departments, and schools on ways to strengthen the recruitment, retention, and promotion of women in the academy. Ultimately, author Gina Scutelnicu Todoran demonstrates the ways in which gender equity can strengthen institutions of higher learning. Managing Gender Inequity in Academia is a guide for building gender equity in public affairs programs for faculty, higher education administrators, and graduate students in public affairs and related disciplines.