The Role of Emotional Labor in Public Service
The following sections are included:
What Emotional Labor Is and Is Not
It is not emotional intelligence
It is not public service motivation
It is not leadership
Emotional Labor: What It Is
The Relationship Between Emotional Labor and Burnout
First dimension: Emotional exhaustion
Second dimension: Cynicism
Third dimension: Ineffectiveness
Implications for Practice
Critical incident debriefings
Self-care plans
Redesign of jobs
“Time-outs”
Conclusion
References