As this chapter has shown, emotions are an inevitable part of peoples behavior at work.

At the same time, its not entirely clear that weve reached a point where people feel comfortable expressing all emotions at work. The reason might be that business culture and etiquette remain poorly suited to handling overt emotional displays. The question is, can organizations become more intelligent about emotional management? Is it ever appropriate to yell, laugh, or cry at work? Some people are skeptical about the virtues of more emotional displays at the workplace. As the chapter notes, emotions are automatic physiological responses to the environment, and as such, they can be difficult to control appropriately. One 22-year-old customer service representative named Laura who was the subject of a case study noted that fear and anger were routinely used as methods to control employees, and employees deeply resented this use of emotions to manipulate them. In another case, the chairman of a major television network made a practice of screaming at employees whenever anything went wrong, leading to badly hurt feelings and a lack of loyalty to the organization. Like Laura, workers at this organization were hesitant to show their true reactions to these emotional outbursts for fear of being branded as weak or ineffectual. It might seem like these individuals worked in heavily emotional workplaces, but in fact, only a narrow range of emotions was deemed acceptable. Anger appears to be more acceptable than sadness in many organizations, and anger can have serious maladaptive consequences. Others believe organizations that recognize and work with emotions effectively are more creative, satisfying, and productive. For example, Laura noted that if she could express her hurt feelings without fear, she would be much more satisfied with her work. In other words, the problem with Lauras organization is not that emotions are displayed, but that emotional displays are handled poorly. Others note that use of emotional knowledge, like being able to read and understand the reactions of others, is crucial for workers ranging from salespeople and customer service agents all the way to managers and executives. One survey even found that 88 percent of workers feel being sensitive to the emotions of others is an asset. Management consultant Erika Anderson notes, Crying

at work is transformative and can open the door to change. The question then is, can organizations take specific steps to become better at allowing emotional displays without opening a Pandoras Box of outbursts?

Questions 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 Lauras company do to change its emotional climate?

The content of Case: The emotional expression is extremely difficult at workplace because business culture and etiquette remain poorly suited to handling overt emotional displays in some of organizations. Some people are skeptical about the virtues of more emotional displays at the workplace because it can bring many problems for them. If people express comfortable emotion at workplace, they can work more effectively. Pandoras box In Greek mythology, a story of the mysterious Pandora's Box has left for people interesting and attractive things. According to legend, there is a box which the gods atop Mount Olympus gave woman named Pandora - The first woman in the world of humankind. She was instructed carefully by the gods that didn't open that box. But with her curiosity, Pandora opened the box and everything in the mysterious box that were causing all of the disasters pervaded the world: natural disasters, diseases, war, envy ... . But, at the bottom end of the box, there was still one thing left: Hope ... And hopefully never leave humankind since then ...

1. What factors do you think make some organizations ineffective at managing emotions? Firstly, I think that the complex human thinking is one of the factors that make the organizations hard to manage the emotions. Every person has his or her own emotions. Although in a same situation, they may not act in the same way. Thus, the organizations face difficulties when they are dealing with their employees. This problem is even becoming worse when the organization is very large and contains many employees from different background. Furthermore, the authority of an organization sometimes finds out they themselves cannot control their own emotions as well. Besides, due to the business culture and etiquette which are still remain poorly in some of the organizations, it becomes a problem for the organizations to manage the emotions effectively. Some of the organizations have not practiced the suitable business

culture. For example, they will yell and shout at the employees when things go wrong just like the second case mentioned. This shows that some of the organizations still do not concern to manage the emotions effectively. Moreover, emotions are automatic physiological responses to the environment. It will be very hard for one to control his or her emotions by hiding their true feelings within their heart. It revealed automatically. Even people that are trying to cover their true emotions can be discovered from their facial expression. Thus, this is not the fault that the organisations cannot manage the emotions effectively. This is because it is not an easy work to control the emotions of whole organisations.

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? There are not exist an exact answer for this question. While the strategic use and display of emotions may serve to protect employees, the covering of true emotions at work may also lead to an abundance of unresolved conflicts. For example, if an employee feels deep resentment about their managers treatment, then the employee may begin to demonstrate unproductive behavior. However, if the employee openly expresses this deep resentment, then the manager has the opportunity to ameliorate the situation, and the employee will be less likely to exhibit unproductive behavior. Ultimately, the institution of either policy depends on the culture of the organization. Upon self-evaluation, an organization must decide which policy may prove more effective through the strategic use and display of emotions so that employees can express their emotions are better in workplace.

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. The advantage of using emotions as part of a management styles is to avoid misunderstanding between colleagues or misunderstanding between employers and employees. Facial expressions that displayed by the employees can indicate their

emotions and moods. Harsh criticisms or funny jokes can be avoided before it triggers anger or sadness of another party. Furthermore, if an organization is using emotions as the managing styles, employees can understand everyone personalities well. Expectations, attitudes, habits and practices of an employer can clearly showed by emotions. Employees' experience is the main factors that will prevent them from making the same mistakes. Besides that, if positive emotions are being brought to work, the working environment will become livelier and employees were be satisfied and happy to continue their works. When everyone in the organization shares positive emotions when greeting their customers, the satisfaction of the customers will indirectly brings loyalty and profit to the company. When the employers happy with the performance of the employees, incentives might be given to all the employees. If employers were over react their emotions at the workplace, it may bring disadvantages. The grudge of an employee or employer can cause conflict in the organization whenever they show disgust or dislike emotions. They also will hurt the other partys pride or feelings whenever they voice out their emotions and feelings to their peers. As emotions can be easily express and influence by other factors, the process of decision making might be affected too. Rumors that bring negative emotions will cause the working environment tense yet uncomfortable. Employees might suffer trauma and fear. Then, problems start to appear and this will lead to the highest occurrence mistake done by the employees. These problems will lead to bad performance and low productivity of an organization.

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). What can Lauras company do to change its emotional climate? To change its emotional climate, Lauras company must eliminate the current emotional management. The deeply rooted conflicts between certain co-workers and management will never completely disappear unless there occurs a change in the current management and staff. Laura's company should create comfortable workplace so that

employees can express their emotional. This is extremely essential because it'll help employees feeling more satisfied, creative and productive.