Read the "You Be the Consultant" case "Stressed-out Employees are Resigning."
You Be the Consultant - Stressed-Out Employees Are Resigning
As the managing 'director of a large e-tail and catalog sales company, you are becoming alarmed about the growing levels of turnover your company has been experiencing lately among customer service representatives (CSRs). It already has passed the industry average, and you are worried about the company's capacity to staff the call center and the warehouse during the busy holiday period. In conducting exit interviews, you learned that the employees who are leaving generally like their work and the pay they are receiving. However, they are displeased with the rude way their customers are treating them, and this is creating stress in their lives. CSRs are quitting so they can take less stress¬ful positions in other companies.
Please answer the following questions as you engage in determining the best strategy for this case.
1. Assuming that the employees' emotions and moods are negative, what problems would you expect to find in their work environment?
2. After completing the self assessment exercise on emotional intelligence and learning about this subject matter, how should the company's supervisors behave differently so as to get their subordinates to have a more positive experience at work?
3. What organizational stress management techniques would you suggest for this company?