Emotional labor and crisis response : working on the razor's edge / Sharon H. Mastracci, Mary E. Guy, Meredith A. Newman.

Format:

Book

Author/Creator:

Mastracci, Sharon H., 1968-

Guy, Mary E. (Mary Ellen), author.

Newman, Meredith A., 1949- author.

Series:

Gale eBooks

Language:

English

Subjects (All):

Public service employment--United States--Psychological aspects.

Public service employment.

Crisis management--United States.

Crisis management.

Physical Description:

1 online resource (xvii, 173 pages).

Place of Publication:

Armonk, N.Y. : M.E. Sharpe, 2012.

Language Note:

English

Summary:

The authors of the award-winning Emotional Labor now investigate how that book's concepts are actually applied in public service delivery, focusing on crisis responders who work in the most emotionally demanding situations. Emotional Labor and Crisis Response goes inside the stressful world of suicide, rape, and domestic hotline workers, EMTs, triage nurses, and agency/department spokespersons who are the initial faces of the organization and who deal with the public immediately following crises. The authors explore how these public servants interpret unwritten ""feeling rules,"" and how they

Contents:

Emotional labor as public good and the state as harbor of refuge

A blind spot in public administration theory

but not in practice

Human capital issues

Communicating competence and cultivating trust

Who gets the blame? Who gets the credit? Government responsiveness and accountability

Of the people : legitimacy, representativeness, and the difference that gender makes

Professional standards and discretion in crisis response

Reflections on the why, how, and what of emotional labor.

Notes:

Description based on print version record.

Includes bibliographical references and index.

Description based on publisher supplied metadata and other sources.

ISBN:

9786613268969

9781315704869

1315704862

9781317472131

1317472136

9781283268967

1283268965

9780765625205

0765625202

OCLC:

753700911