how can communication be used to reduce emotion in a customer service situation?
Emotions in the workplace play a large role in how an entire organization communicates within itself and to the outside world. “Events at work have real emotional impact on participants. [ The consequences of emotional states in the workplace, both behavioral and attitudinal, have substantial significance for individuals, groups, and society”.[1] “Positive emotions in the workplace help employees obtain favorable outcomes including achievement, job enrichment and higher quality social context”.[2] “Negative emotions, such as fear, anger, stress, hostility, sadness, and guilt, however
increase the predictability of workplace deviance,”,[3] and how the outside world views the organization.
“Emotions normally are associated with specific events or occurrences and are intense enough to disrupt thought processes.”.[4] Moods on the other hand, are more “generalized feelings or states that are not typically identified with a particular stimulus and not sufficiently intense to interrupt ongoing thought processes”.[5] There can be many consequences for allowing negative emotions to affect your general attitude or mood at work. “Emotions and emotion management are a prominent feature of organizational life. It is crucial “to create a publicly observable and desirable emotional display as a part of a job role.” ]
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jher000|Points 7585|
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Asked 8/27/2012 2:07:17 PM
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