We all think of forgiveness as a way to improve relationships and remove tension from a situation. Recent studies have shown that this is not always the case. Offering forgiveness can actually prove detrimental to a working relationship. When is forgiveness productive and when can it backfire?
Could an individual’s workplace performance determine whether or not they are subjected to employee victimization? A new study finds that both high and low performers may be victimized at work, but through different forms of aggressive behavior. Because future work performance may be impaired by such treatment, there is both an individual and organizational imperative to deal with this issue.
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
Topic: Conflict, Counterproductive Work Behavior, Work Environment, Workplace Deviance
Publication: Business Horizons 53
Article: Eating their cake and everyone else’s cake, too: Resources as the main ingredient to workplace bullying
Authors: A.R. Wheeler, J.R.B. Halbesleben, and K. Shanine
Reviewed By: Allison B. Siminovsky
Topic: Conflict, Creativity
Publication: Journal of Applied Psychology (AUG 2010)
Article: Task conflict and team creativity: A question of how much and when
Authors: Farh, J. L., Lee, C., & Farh, C. I.
Reviewed By: Bobby Bullock
Topic: Conflict, Trust
Publication: Academy of Management Journal
Article: Built to last but falling apart: Cohesion, friction, and withdrawl from interfirm alliances
Authors: H. R. Greve, J. A. C. Baum, H. Mitsuhashi, & T. J. Rowley
Reviewed By: Katie Bachman