Abusive supervisors have become increasingly common in recent years, and can have a devastating effect on workplace morale and productivity. A new study examines how employees can maintain job performance while dealing with an abusive supervisor, and ultimately found that the individual’s personality has a more significant effect than their choice of coping strategy.
We’ve all seen employees in the service industry subjected to abusive behavior by rude customers. A new study by Ruodan Shao and Daniel P. Skarlicki finds that employees’ reactions to mistreatment by customers varies in individualistic and collectivistic cultures. It also suggests several solutions for dealing with the stress such rude treatment often causes.
With more and more women around the world entering the work force, the need for understanding the pressures of balancing work and family life has never been greater. “International Perspectives on Work and Family” reviews four papers on the subject, providing a greater understanding of how this balance varies from culture to culture.
Customers call service lines, because they have problems. Unfortunately, the negative feelings that problems can bring are probably counter-productive when it comes to getting a good solution. When dealing with difficult customers with strong negative feelings, customer service strategies that try to address the problem instead of the emotions yield the best results.
The rapid advancement of communication technologies (CTs) in recent years is widely believed to be one of the main drivers behind changes in work. The ease and availability of CTs allows employees unprecedented access to information, people, and most importantly
Topic: Job Performance, Training, Conflict Publication: Journal of Applied Psychology (SEPT 2012) Article: When Customers Exhibit Verbal Aggression, Employees Pay Cognitive Costs Authors: A. Rafaeli, A. Erez, S. Ravid, R. Derfler-Rozin, D.E. Treister, R. Scheyer Reviewed By: Ben Sher What happens when customers get angry? For starters, they may yell,
Topic: Conflict, Stress, Work-Life Balance, Workplace Deviance Publication: Personnel Psychology Article: The Fallout from Abusive Supervision: An Examination of Subordinates and Their Partners Authors: Carson, D. S., Ferguson, M., Perrewé, P. L., & Whitten, D. Reviewed By: Katie Bachman Maybe this can be filed in the “Well, Duh” folder, but
Topic: Conflict, Emotional Intelligence, Human Resource Management Publication: Journal of Applied Psychology (SEP 2011) Article: Hot or Cold: Is Communicating Anger or Threats More Effective in Negotiation? Authors: Sinaceur, M., Van Kleef, G. A., Neale, M. A., Adam, H., & Haag, C. Reviewed By: Thaddeus Rada Although there are few