When emotions interfere with duty: why professionalism matters

In Malaysia, the public service has always been described as the backbone of the nation. With more than one and a half million civil servants, civil service plays a pivotal role in shaping how government policies are experienced by citizens and businesses. Whether it involves applying for a business license, seeking student financial aid, or dealing with local councils, the interaction between the citizen and government officers forms the foundation of public trust. Yet, one recurring challenge continues to emerge: the influence of personal emotion during professional duty.