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emotional labor as public good and the state as harbor of refuge…
emotional labor as public good and the state as harbor of refuge
emotional labor
"the management of feeling to create a publicly observable facial and bodily display"
It is an indispensable skill in roughly one-quarter to one-third of all occupations and in all street-level occupations in the public sector
two fronts
eliciting a particular emotional state in another person
emotion regulation within oneself
"How"
emotional labor requires workers to suppress, exaggerate, or otherwise manipulate their own and/or another's private feelings in order to comply with work-related display rules
public-sector jobs demand it because it contributes to the bottom line
it require EL because they involve working directly with people and they target vulnerable populations or people in vulnerable situations
crises response
a fertile context within which to study the "How" of emotional labor
it is unique to public service because it is a public good
It is not representative of all public service
"why"
emotional regulation and cognitive performance
the relationship between emotion and cognition
not only are emotion and cognition linked, but emotion regulation affects cognitive function
the relationship is not straightforward, as if emotions were
"what"
several dimensions of emotional labor
The performance of emotional labor need not lead to burnout
emotional labor is part of an occupation, not simply something that a person brings to the job (or not)
the characteristics of the job-its purpose and role, its demands and requirements- determine whether or not job holders will find themselves exerting emotional labor
at varying levels of intensity, it plays a role in all government jobs
A agencies can screen, train, retrain, and evaluate employees on the quality of emotional labor that they exercise on the job
First: define public goods and services
the benefits of crisis response accuse to everyone
second: discuss the concept of the harbor of refuge
the role of the state: providing public goods and services
most public goods are due to market failures
the contested state
the role of the state is to protect and ensure citizens' freedom
groups and individuals should be free to seek their own self-fulfillment
the harbor of refuge
be known to be open to any vessel in distress requiring assistance