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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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Book Details

ISBN: 9780765621160
ISBN-10: 0765621169
Format: Hardback
(229mm x 152mm x 20mm)
Pages: 256
Imprint: M.E. Sharpe
Publisher: Taylor & Francis Inc
Publish Date: 15-Apr-2008
Country of Publication: United States

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