ABSTRACT
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.
TABLE OF CONTENTS
chapter |17 pages
Emotional Labor as Public Good and the State as Harbor of Refuge
chapter |13 pages
Human Capital Issues
chapter |19 pages
Communicating Competence and Cultivating Trust
chapter |28 pages
Who Gets the Blame? Who Gets the Cr edit?
Government Responsiveness and Accountability