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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 … - Mary E. Guy
" "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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About Mary E. Guy
Mary Ellen Guy (born ca. 1950) is an American political scientist, and Professor the . After her MA in Rehabilitation Counseling from , and another MA in psychology from , she obtained her Ph.D. degree in political science from . She is known for her work in public Management, organizational behavior, and human resources. She currently sits on the editorial board of the Journal of Public Affairs Education.
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When I was president of the American Society for Public Administration, I grappled with questions of where that field was going, how it could make itself relevant to those who must steer the business of government on a daily basis, to those who must respond to citizens 24/7... Now I find myself asking a similar question, but this time in terms of political science. Happily, I see glimmers of light, giving hope that the field is returning to that which made it relevant in the first place: a search for guidance and truths about what it takes, as first Woodrow Wilson (1887), then Marshall Dimock (1937), and more recently John Rohr (1986) remind us, to "run a constitution."
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