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Emotional Labor and Crisis Response: Working on the Razor's Edge: Working on the Razor's Edge

by: Mastracci,Sharon H.

Emotional Labor and Crisis Response: Working on the Razor's Edge: Working on the Razor's Edge

by: Mastracci,Sharon H.

ISBN 13:
9780765625199
ISBN 10:
0765625199
Format: Nonspecific Binding
Copyright: 09/15/2011
Publisher: Routledge

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Summary

In the authors' award-winning first book on this subjectùEmotional Labor: Putting the Service in Public Service (2008)ùthey established the definition and presence of emotional labor in public service, and its role in public service delivery.

Foreword	p. xi
Preface	p. xv
Emotional Labor as Public Good and the State as Harbor of Refuge	p. 3
Emotional Labor: What, How, and Why	p. 5
The "What"	p. 5
The "How"	p. 6
The "Why": Emotion Regulation and Cognitive Performance	p. 8
The Role of the State: Providing Public Goods and Services	p. 11
The Contested State	p. 15
The Harbor of Refuge	p. 17
Summary: Let's Set Sail	p. 18
Note	p. 19
A Blind Spot in Public Administration Theory... But Not in Practice (still)	p. 20
Emotional Labor: What It Is Not	p. 22
It Is Not Public Service Motivation	p. 24
It Is Not Leadership	p. 25
It Is Not Emotional Intelligence	p. 25
Emotional Labor: What It Is	p. 27
How Emotional Labor Is Performed	p. 28
Psychological First Aid	p. 28
Compartments and Closets	p. 29
Crazy Calm	p. 31
Humor	p. 33
Common Sense	p. 34
The Upside of Emotional Labor	p. 34
The Downside of Emotional Labor	p. 36
How the Parts Fit Together	p. 37
Summary	p. 39
Human Capital Issues	p. 41
Strategies for Dealing with the Downside	p. 42
Critical Incident Stress Management	p. 42
Self-Care Plans	p. 44
Traits to Look For When Hiring Emotional Laborers	p. 47
Training and Supervision	p. 49
Overcoming Emotion Overload	p. 50
Staff Development	p. 51
Summary	p. 53
Communicating Competence and Cultivating Trust	p. 54
Public Information Officers as the "Voice" of Government	p. 56
Managing the Media: The Role of the Press Conference	p. 61
How PIOs Frame Meaning	p. 64
How PIOs Communicate Competence	p. 66
How PIOs Cultivate Trust	p. 68
Ongoing Agency Communications	p. 71
Summary	p. 71
Note	p. 72
Who Gets the Blame? Who Gets the Credit? Government Responsiveness and Accountability	p. 73
First Responders' Burden as the "Face" of Government	p. 74
Accountability and Crisis Response	p. 79
Accountability to Whom?	p. 80
To Citizens	p. 83
To Agency Rules: Not-So-Standard Operating Procedures	p. 84
How Workers Reconcile Conflicting Accountabilities	p. 90
Emotive Skills	p. 91
The Size-Up: Taking a Mental Picture	p. 94
Experience and the Intangible Sixth Sense	p. 95
Measuring Accountability: A Moving Target	p. 96
Managing Expectations	p. 98
Summary	p. 99
Of the People: Legitimacy, Representativeness, and the Difference That Gender Makes	p. 101
Legitimacy	p. 101
How Gender Affects Emotive Aspects of Crisis Response	p. 105
Job Segregation	p. 105
Emotion Culture	p. 106
Gendered Expectations for Emotional Expression	p. 108
The Wage Penalty	p. 113
Questions That Beg to Be Answered	p. 114
The Effect of Uniforms	p. 115
Diverse versus Homogeneous Dyads	p. 116
Gender Roles	p. 116
Summary	p. 116
Professional Standards and Discretion in Crisis Response	p. 118
The Debate on Discretion	p. 120
Crisis Response as Identity, Vocation, and Family Tradition	p. 124
Pulling Rank: The Command-and-Control Structure of Crisis Response	p. 126
Exercising Discretion in Crisis Response	p. 130
Emotional Labor, Professional Norms, and the Exercise of Discretion	p. 134
Summary	p. 135
Notes	p. 135
Reflections on the "Why," "How," and "What" of Emotional Labor	p. 137
Reflections on the "What" of Emotional Labor	p. 139
Further Reflections	p. 143
Note	p. 145
Evidentiary Proceedings	p. 147
Interview Protocol	p. 151
References	p. 153
Index	p. 165
About the Authors	p. 173
Table of Contents provided by Ingram. All Rights Reserved.

Rent More, Save More! Use code: KBRENTAL

5% off 1 book, 7% off 2 books, 10% off 3+ books

Emotional Labor and Crisis Response: Working on the Razor's Edge: Working on the Razor's Edge

Emotional Labor and Crisis Response: Working on the Razor's Edge: Working on the Razor's Edge

9780765625199

0765625199

Summary

Table of Contents

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