Emotions in the Workplace
Fineman Et al (2010) defined emotions in the workplace as an external presentation of our personal experiences, meaning feelings are internal but emotions on the other side, can be intentionally influenced.
Service organisations, even more than ordinary organisation, have to deal with a great deal of communication, with customers, suppliers and staff. For a long time , communication was seen as mainly verbal but an undeniable amount relied in non-verbal and this is the product of emotions. To understand the evolution of emotions’ role, one could relate to the historical background:
Fordist organisations were highly bureaucratic, decision-making was centralized and workers had very defined roles (Oman, 1994). Transition to post-fordist organisations came as a response to economical and political transformations, organisations became responsive to the consumer-based economy and workers were recognized as human capital. Emotions then became a key aspect to have productive communications and a successful organisation.
Organisations have used emotion cultures to define social behaviour. These cultures are used through written rules and social norms dictated by Emotional Labour (Hochschild,1983).
Dealing with emotions in the workplace has shown to be a sensible topic as social trends change continuously (Kotter, 1992): culture is being produced and reproduced at all times as individuals are influenced by culture but also influence the culture.
This essay is organized in the following way. In the first section, the notion of emotions as playing a role and its implication on workers in service organisation will be critically assessed. Then will be observed the implication of emotions for the company’s reputation and how they attempt to control emotions will be discussed with the help of theory and examples.
Mumby (2013) defines communication as the ongoing process of creating and negotiating meanings through interactional symbolic. Another definition would
Service organisations, even more than ordinary organisation, have to deal with a great deal of communication, with customers, suppliers and staff. For a long time , communication was seen as mainly verbal but an undeniable amount relied in non-verbal and this is the product of emotions. To understand the evolution of emotions’ role, one could relate to the historical background:
Fordist organisations were highly bureaucratic, decision-making was centralized and workers had very defined roles (Oman, 1994). Transition to post-fordist organisations came as a response to economical and political transformations, organisations became responsive to the consumer-based economy and workers were recognized as human capital. Emotions then became a key aspect to have productive communications and a successful organisation.
Organisations have used emotion cultures to define social behaviour. These cultures are used through written rules and social norms dictated by Emotional Labour (Hochschild,1983).
Dealing with emotions in the workplace has shown to be a sensible topic as social trends change continuously (Kotter, 1992): culture is being produced and reproduced at all times as individuals are influenced by culture but also influence the culture.
This essay is organized in the following way. In the first section, the notion of emotions as playing a role and its implication on workers in service organisation will be critically assessed. Then will be observed the implication of emotions for the company’s reputation and how they attempt to control emotions will be discussed with the help of theory and examples.
Mumby (2013) defines communication as the ongoing process of creating and negotiating meanings through interactional symbolic. Another definition would