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Strategic worker change: a public sector case study

✍ Scribed by Glenda Maconachie

Publisher: John Wiley and Sons
Year: 2005
Tongue: English
Weight: 76 KB
Volume: 14
Category: Article
ISSN: 1086-1718
DOI: 10.1002/jsc.737

No coin nor oath required. For personal study only.

✦ Synopsis

Economic and labour market conditions during the mid-1970s created the climate for behavioural changes in the Commonwealth Employment Service, Australia's national public employment agency. In contradiction to traditional bureaucratic notions of impersonality, new employment officers introduced emotional expression into their interactions with clients.

᭹ It is argued here that increased workloads, understaffing and associated limited opportunities for training prompted the use of emotions by workers as a strategic response to their employment conditions. While at variance with the organizational culture at the time, this worker-initiated change provided benefits to both the organization and employees.

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