Journal of Managerial Psychology Emotional dissonance in call centre work Jürgen Wegge Rolf Van Dick Christiane von Bernstorff Article information: Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT) To cite this document: Jürgen Wegge Rolf Van Dick Christiane von Bernstorff‚ (2010)‚"Emotional dissonance in call centre work"‚ Journal of Managerial Psychology‚ Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document: http://dx.doi.org/10.1108/02683941011056950 Downloaded on: 03
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about leadership agents and change management. The leadership changes made at the apex and the drive to have a strategic focus resulted in structural changes of the university. To ensure that this initiative produces the desired output‚ it requires a huge commitment from employees at all levels. The senior management plays a pivotal role in ensuring the transition is smooth and all employees are made part of the decision making process. With respect to the case we shall analyse two change processes
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LEADERSHIP COMPETENCIES FOR SUCCESSFUL CHANGE MANAGEMENT A Preliminary Study Report Prepared by: Milan Pagon‚ Emanuel Banutai‚ Uroš Bizjak University of Maribor‚ Slovenia 1 INTRODUCTION 1.1 Competencies in General A competence in general can be understood as the ability of an individual to activate‚ use and connect the acquired knowledge in the complex‚ diverse and unpredictable situations (Perrenoud‚ 1997‚ in Svetlik‚ 2005). Gruban (2003) defines competencies as the ability to use knowledge
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Emotional intelligence and its relationship to transformational leadership and key project manager competences Summary During the article‚ Nicholas Clarke showed a few studies that proved the important role of emotional intelligent in leadership effectiveness: - Leban and Zulauf (2004) study: The study was obtained from 24 project managers and their related projects in six different organization from a wide range of industries. The data showed the transformational leadership had an important
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Experiences with Organizational Change – Apple What is Organizational Change and why do Companies go through Organizational Change? Positive and Negative of Organizational Change Case Study of Apple and Organizational Change Conclusion In an ever changing world these days‚ organizations are faced with the prospect of change every day. It is seen as the only constant factor in this complicated and growing environment that we are faced with. Because of the need to change daily‚ organizations
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Lois Lowry throughout the book Jonas goes trough a emotional change.During the beginning of the book Jonas is living a happy life and is a good kid. Jonas has no problems with the community he thinks its good. As Jonas gets elected to be the new receiver he starts to find things out that makes him question if whether the community is really as good as it seems. In the book “ The Giver” the character Jonas goes through a emotional change. In the beginning of the book Jonas is happy with
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Organizational Situation 1: Locked out of the Process Khalifa Al Ameeri is the Quality Director at the Roads and Transport Authority (RTA) in Dubai. His is a middle management position. RTA’s senior executives have announced that they intend to hire a strategic planning consultant to develop a plan for major organizational changes within RTA. Planning for this organizational change will begin in about 2 months. It will take place in the conference centre of a local resort and will involve only executives-level
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organisational leaders in their endeavours to implement change (Holt‚ Self‚ Thal & Lo 2002). Many authors concur that the prime task of leaders is to bring about change and that leadership and change management are indeed inextricably linked (Burnes 2003‚ Stoker 2006‚ Maurer 2008). Robinson and Harvey (2008) maintain that the acceleration of globalisation has resulted in a tumultuous state of change as organisations struggle to adapt to new models of leadership. Consequently‚ few would dispute that with such
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Larkin’s poetry was considered to be sexist‚ racist and reactionary. Despite the criticism‚ he was considered to be a widely celebrated and arguably one of the finest poets. However‚ Larkin was a solitary Englishman that disliked fame. This Be the Verse‚ was no exception to criticism. The very first line is what caught my attention and made me want to read the entire poem. Right away‚ the author clearly lets the reader know the theme of the poem: history repeats itself by stating “Man hands on misery
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Fort Valley State University Department of Business Administration and Economics Fall 2013 ECON 3393: Labor Economics MW 12:30 pm – 1:45 pm Bywaters Building Room 211 Instructor: Dr. Kristen E. Broady Office Location: Bywaters Building Room 207 Office Hours: T Th: 12:00 pm – 4:00 pm or by appointment on Friday Email: broadyk@fvsu.edu Phone Number: Office: (478)825-6270 Cell: (803)920-3072 Course Description: Students obtain knowledge of the organization‚ functioning
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