ABSTRACT Like a sparrow that has flown, the sense of safety and invincibility that Americans used to enjoy was weakened by 9/11 and eviscerated by the COVID-19 pandemic. Ripple effects from these events demonstrate the need to equip students with the grit and resilience to deliver public services with compassion in the midst of uncertainty. To do so intertwines two subjects – emotional labor and the public encounter – and together they illuminate what is missing in traditional public administration education. At a time when the certainties of spreadsheets come up short, the public encounter becomes more important. Now is an opportunity to re-center our pedagogy and focus on the holistic nature of public service. Emotion and interpersonal competence are as important as rationality and cognitive competence. With attention to introductory, capstone, leadership, and HR courses, suggestions on how to integrate these subjects are offered.

中文翻译：

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去捉飞过的麻雀

摘要就像飞过的麻雀一样，美国人过去享有的安全感和无敌感在 9/11 事件中被削弱，并被 COVID-19 大流行所削弱。这些事件的涟漪效应表明，需要让学生具备勇气和韧性，以便在不确定的情况下以同情心提供公共服务。这样做将两个主题交织在一起——情感劳动和公众遭遇——它们共同阐明了传统公共行政教育中的缺失。在电子表格的确定性不足的时候，公众接触变得更加重要。现在是重新调整我们的教学法并专注于公共服务的整体性的机会。情感和人际交往能力与理性和认知能力同等重要。注重介绍性，顶点，