Discussion:
Review the CASE INCIDENT Can You Read Emotions from Faces? and discuss below:
1. What factors do you think make some organizations ineffective at managing emotions?
2. Do you think the strategic use and display of emotions serve to protect employees, or does covering your true emotions at work lead to more problems than it solves?
3. Have you ever worked where emotions were used as part of a management style? Describe the advantages and disadvantages of this approach in your experience.
4. Research shows that acts of co-workers (37 percent) and management (22 percent) cause more negative emotions for employees than do acts of customers (7 percent).130 What can Laura's company do to change its emotional climate?
Sources: A. Kreamer, "Go Ahead-Cry at Work," Time (April 4, 2010), www.time.com; J. S. Lerner and K. Shonk, "How Anger Poisons Decision Making," Harvard Business Review (September 2010), p. 26; and J. Perrone and M. H. Vickers, "Emotions as Strategic Game in a Hostile Workplace: An Exemplar Case," Employee Responsibilities and Rights Journal 16, no. 3 (2004), pp. 167-178