Chapter 4, Problem 16CR

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 cited 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:

The changes that can be made by Laura’s company to alter the emotional climate

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 move out. This can also cause a lack of loyalty.

The co-worker's acts (37%) and management act (22%) affect the employees more negatively than customer acts (7%)