ABSTRACT

Teaching workplace communication is vitally important as we expect public servants to have the skills to draft, review, and revise written communication materials. Less explicitly demanded, and more often implicitly expected, we assume public servants know how to respond to individuals with empathy while also meeting technical obligations, such as adhering to conventional formats and meeting regulations imposed by administrative or statutory law. The compounding nature of these requirements provides a challenging context for public servants to write responsive and appropriate messages. Using a second-person narrative to heighten empathic skill development, this case study explores how a public servant at the Housing Authority of Baltimore City navigates writing formal responses to members of the community amid difficult circumstances. This case study presents an opportunity for public servants to learn about combining interpersonal and technical skills while communicating on the job.

摘要

教学工作场所的交流至关重要，因为我们希望公务员具有起草，审查和修改书面交流材料的技能。我们假设公务员知道需求不那么明确，但通常更隐含在预期中，因此他们知道如何以同情心回应个人，同时还履行技术义务，例如遵守常规格式并遵守行政或成文法规定的法规。这些要求的综合性质为公务员编写具有响应性和适当的消息提供了具有挑战性的环境。本案例研究使用第二人称叙事来增强移情能力的发展，探索了巴尔的摩市房屋管理局的公务员如何在困难的情况下向社区成员写正式回应。