Sharon H. Mastracci

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."

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.

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.

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."

Widely interdisciplinary in appeal, this book reports on the successes of innovative training opportunities for non-college women who end up in low-paying, low-mobility, pink-collar jobs. The author examines the relative effectiveness of various programs in helping these women gain access to high-wage, high-mobility employment opportunities. The analysis includes case studies of grant-funded projects, as well as in-depth statistical analysis using ten years of data on women throughout the United States. These types of education and training options are in tremendous demand, and the author finds that they are having a powerful impact on the job prospects of non-college women. As an integral part of her study, she spells out what kinds of programs have proven most and least effective. Breaking Out of the Pink-Collar Ghetto addresses vital issues concerning the effects of gender segregation in career counseling and employment and training policy. It provides much-needed guidance on employment and training services delivery. The book has wide application for students as well as professionals in the fields of public policy and public administration, educational counseling and vocational education, labor economics, and women's studies.

Widely interdisciplinary in appeal, this book reports on the successes of innovative training opportunities for non-college women who end up in low-paying, low-mobility, pink-collar jobs. The author examines the relative effectiveness of various programs in helping these women gain access to high-wage, high-mobility employment opportunities. The analysis includes case studies of grant-funded projects, as well as in-depth statistical analysis using ten years of data on women throughout the United States. These types of education and training options are in tremendous demand, and the author finds that they are having a powerful impact on the job prospects of non-college women. As an integral part of her study, she spells out what kinds of programs have proven most and least effective. Breaking Out of the Pink-Collar Ghetto addresses vital issues concerning the effects of gender segregation in career counseling and employment and training policy. It provides much-needed guidance on employment and training services delivery. The book has wide application for students as well as professionals in the fields of public policy and public administration, educational counseling and vocational education, labor economics, and women's studies.