Monografia a stampa
mastracci, sharon h.
Armonk, N.Y. : M.E. Sharpe, c2012
Abstract/Sommario: In public administration, rationality is prioritized over emotions, but the authors argue against this view, building off of ten years of research into the way that emotions form an important interface for virtually all public service occupations. They refer to emotional labor as the inner work of bringing out and holding back appropriate and inappropriate emotions in the course of stimulating or stifling emotions in others. This becomes most important in crises, where strong emotions ...; [Leggi tutto...]
In public administration, rationality is prioritized over emotions, but the authors argue against this view, building off of ten years of research into the way that emotions form an important interface for virtually all public service occupations. They refer to emotional labor as the inner work of bringing out and holding back appropriate and inappropriate emotions in the course of stimulating or stifling emotions in others. This becomes most important in crises, where strong emotions are to be expected and managing them becomes part of what it means to serve others in those situations. These situations, though not exhaustive of where emotional labor is done, are ripe for examining what emotional labor is and how people go about doing it, the blind-spots in administrative theories, hiring people with emotional labor in mind, communicating competence while cultivating trust, how public workers handle blame, the role of gender in how emotional labor is done and received, and professional norms. Two appendixes offer protocols for interviews and an account of the evidence used in the text.
