Chapter 4, Problem 15CR

Summary Introduction

Case Summary:

At work, emotions are unavoidable but not all emotions are displayed owing to the business culture and etiquette. While emotions like anger and fear used in many organizations could cause lack of concentration and loyalty and could hurt the feelings of the employees, effectively handling emotions at work could result in high productivity, satisfaction and could nurture creativity. Organizations should come up with steps to allow the emotional display but at the same time handle them appropriately.

Characters in the case:

Laura a customer service representative is quoted here. Erika Anderson, a management consultant is also citied here.

Adequate Information:

Emotions are spontaneous and they are the responses to the environment and controlling them can be difficult. Reading and understanding other’s reaction is crucial. Business culture remains poor at handling emotions. Some control their emotions while others who display do not expect their boss to retaliate.

To Determine:

If you have worked in a place where expressing emotions was a management style and to specify the advantages as well as the disadvantages of this.

Given:

By working with emotions, the organizations become more creative, productive and satisfying. At the workplace, expressing emotions like crying could cause change.

Hearing angry outbursts could affect work concentration. The use of fear and anger for controlling could make employees to move out. This can also cause a lack of loyalty.