Although personal or professional slights are common, sometimes feeling wronged can lead people to retaliate in ways that are harmful to other employees or the organization.
When employees are new to an organization, they have a lot to learn. What are the policies and procedures? How should the work be done? Where is the coffee machine? But new research shows that newcomers who experience conflict with coworkers might not get all the information they need, ultimately hurting job performance. What can we do about it?
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.
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