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

Online-Ressource (192 p)

Description based upon print version of record

Cover; Half Title; Title Page; Copyright Page; Dedication; Table of Contents; Foreword; Preface; 1. Emotional Labor as Public Good and the State as Harbor of Refuge; Emotional Labor: What, How, and Why; The "What"; The "How"; The "Why": Emotion Regulation and Cognitive Performance; The Role of the State: Providing Public Goods and Services; The Contested State; The Harbor of Refuge; Summary: Let's Set Sail; Note; 2. A Blind Spot in Public Administration Theory . . . But Not in Practice (still); Emotional Labor: What It Is Not; It Is Not Public Service Motivation; It Is Not Leadership

It Is Not Emotional IntelligenceEmotional Labor: What It Is; How Emotional Labor Is Performed; Psychological First Aid; Compartments and Closets; Crazy Calm; Humor; Common Sense; The Upside of Emotional Labor; The Downside of Emotional Labor; How the Parts Fit Together; Summary; 3. Human Capital Issues; Strategies for Dealing with the Downside; Critical Incident Stress Management; Self-Care Plans; Traits to Look For When Hiring Emotional Laborers; Training and Supervision; Overcoming Emotion Overload; Staff Development; Summary; 4. Communicating Competence and Cultivating Trust

Public Information Officers as the "Voice" of GovernmentManaging the Media: The Role of the Press Conference; How PIOs Frame Meaning; How PIOs Communicate Competence; How PIOs Cultivate Trust; Ongoing Agency Communications; Summary; Note; 5. Who Gets the Blame? Who Gets the Credit? Government Responsiveness and Accountability; First Responders' Burden as the "Face" of Government; Accountability and Crisis Response; Accountability to Whom?; To Citizens; To Agency Rules: Not-So-Standard Operating Procedures; How Workers Reconcile Conflicting Accountabilities; Emotive Skills

The Size-Up: Taking a Mental PictureExperience and the Intangible Sixth Sense; Measuring Accountability: A Moving Target; Managing Expectations; Summary; 6. Of the People: Legitimacy, Representativeness, and the Difference That Gender Makes; Legitimacy; How Gender Affects Emotive Aspects of Crisis Response; Job Segregation; Emotion Culture; Gendered Expectations for Emotional Expression; The Wage Penalty; Questions That Beg to Be Answered; The Effect of Uniforms; Diverse versus Homogeneous Dyads; Gender Roles; Summary; 7. Professional Standards and Discretion in Crisis Response

The Debate on DiscretionCrisis Response as Identity, Vocation, and Family Tradition; Pulling Rank: The Command-and-Control Structure of Crisis Response; Exercising Discretion in Crisis Response; Emotional Labor, Professional Norms, and the Exercise of Discretion; Summary; Notes; 8. Reflections on the "Why," "How," and "What" of Emotional Labor; Reflections on the "What" of Emotional Labor; Further Reflections; Note; Appendix A. Evidentiary Proceedings; Appendix B. Interview Protocol; References; Index; About the Authors

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