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Book part
Publication date: 17 December 2016

Abstract

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Developing Public Managers for a Changing World
Type: Book
ISBN: 978-1-78635-080-0

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Book part
Publication date: 17 December 2016

Klaus Majgaard

The ability to act in a purposeful and effective way amid institutional tensions and paradoxes is, right now, a highly prized quality in public leadership. The purpose of this…

Abstract

Purpose

The ability to act in a purposeful and effective way amid institutional tensions and paradoxes is, right now, a highly prized quality in public leadership. The purpose of this chapter is to qualify moderately brave acts as a learning format that combines the analytical and performative skills implied in this kind of agency.

Design/methodology/approach

The chapter explores the engagement with paradoxes as a narrative praxis. From existing literature, it sums up an understanding of agency as a social process of mediating paradoxes in order to make action possible. Drawing on Northrop Frye’s theory of modes, the chapter explains this praxis as a narrative endeavour balancing the dynamics of tragedy (disintegration) and comedy (integration). Moderately brave acts are formed as a kind of low-mimetic synthesis – very much akin to comedy and realistic fiction. The narrative dynamics of low-mimetic synthesis are pursued in the case story of Christian, a Master of Public Administration (MPA) student from Copenhagen.

Findings

Moderately brave acts appear as a learning format that can inspire a less idealised, but not entirely ironic approach to the paradoxes of management. In this way, they can foster a nuanced and pragmatic agency that combines analytical reflexivity with the ability to take practical action in problematic situations.

Practical implication

The chapter may inspire teachers to use narrative techniques to allow students to deal with real problems of daily praxis in a way that embraces the tension between idealisation and deconstructive irony.

Details

Developing Public Managers for a Changing World
Type: Book
ISBN: 978-1-78635-080-0

Keywords

Access Restricted. View access options

Abstract

Details

Developing Public Managers for a Changing World
Type: Book
ISBN: 978-1-78635-080-0

Access Restricted. View access options
Book part
Publication date: 17 December 2016

Ton Notten

Investigating some enriching perspectives on mid-career PSM and UrbEd ‘teaching, researching and innovation’ (Public Sector Management; Urban Education).

Abstract

Purpose

Investigating some enriching perspectives on mid-career PSM and UrbEd ‘teaching, researching and innovation’ (Public Sector Management; Urban Education).

Design/methodology/approach

Alternative approaches, analyses, designs and methods (1) focused on national and local problems and policies, (2) to be reconstructed, researched, taught and enriched in practice-oriented MEd-courses for mid-careerists and (3) which might strengthen their capacities to shift from reflection in action to reflection on action. Two decades of UrbEd and PSM experiences in Amsterdam and Rotterdam are analysed. New perspectives – Social Quality and Artistic Empowerment initiatives – are assessed. The implications for current and future higher education policies and perspectives are then considered.

Findings

Initiatives implemented since the 1980s are bearing fruit. These address urban problems, foster innovation, enhance mid-career education and enable cross-border initiatives such as Social Quality measures. Such measures are well supported at the moment by practice-oriented policies at Applied Science Universities (ASUs).

Practical implications

The chapter’s recommendations might incite lecturers, (mid-career-) professionals of ASUs and local managers and authorities to intensify their cooperation with urban renewal projects and vice versa.

Details

Developing Public Managers for a Changing World
Type: Book
ISBN: 978-1-78635-080-0

Keywords

Access Restricted. View access options
Book part
Publication date: 4 May 2021

Sapna Popli and Bikramjit Rishi

This chapter brings all the key points from each of the earlier chapters together towards a framework for crafting and executing an effective customer experience (CX) strategy. We…

Abstract

This chapter brings all the key points from each of the earlier chapters together towards a framework for crafting and executing an effective customer experience (CX) strategy. We go back to the ‘how of customer experience management (CEM)’ discussed in the first chapter and connect the dots for the readers through the process and include the common roadblocks and challenges that come in the way to achieve CX results. In this chapter we also link up customer experience to the big ideas of customer centricity and customer engagement. Finally, we discuss the future of customer experience and how CXM/CEM continued to evolve during the COVID-19 pandemic.

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