Emotional Labor: Why and How to Teach It Article

cited authors

  • Mastracci, SH; Newman, MA; Guy, ME

fiu authors


  • Feedback from graduates often indicates that their training failed to adequately prepare them for the human processes involved in the administration and delivery of public services. Although provided with training in cognitive skills, they are left on their own to acquire an appreciation for, and to develop skill in, nuanced emotive skills. This is especially the case for graduates who work in service-delivery programs that are emotionally intense, such as disaster services, child protective services, domestic violence, emergency medical services, corrections, and law enforcement. To a lesser degree, it is the case for all programs that provide person-to-person services. This paper discusses why these skills are important, how they are referred to in the proposed National Association of Schools of Public Affairs and Administration Standards 2009, and explains how they can be incorporated into a curriculum.

publication date

  • June 1, 2010

Digital Object Identifier (DOI)

start page

  • 123

end page

  • 141


  • 16


  • 2