The Long Road

05/19/2004 Archived Entry: "MSCI A1"

Some emotions can be safely exhibited at work, while some can not. Emotions which may be displayed at work should fall within an "acceptable range". While it can be perfectly acceptable and understandable to have a bad day every once in a while, it is not acceptable to let your emotions get in the way of how you deal with your clients and coworkers, especially in the service industry. Conflicts, no matter how heated and irrational should always be resolved without damaging a relationship.

Emotions can be contagious, and more so in extreme cases. An intense negative mood can affect others around you and not only lower your productivity but that of others by creating a sombre environment. Intense positive moods can also lower your productivity but they are less likely to result in a work place where everyone around you is on edge and also unproductive. Someone’s personal life, and the emotions raised from it, should not negatively infringe upon their professional one. However, the suppression of all emotions is excessive and unnecessary since most emotions will not get in the way of either work or “professionalism”. Positive emotions may even contribute to increased productivity and job satisfaction. A completely emotionless workplace would be both impossible to achieve and work in. Ironically, the extreme emotions which should be suppressed are also the most challenging to deal with. For example, the intense sadness that would be associated with the loss of a loved one would be nearly impossible to disguise in any environment; under such circumstances, employees would certainly interact differently with their coworkers and clients.

Although it seems strong-handed to force corporate culture and values onto those who are unfamiliar their ideals of service and behaviour, it is not unreasonable to expect employees to conform to the company’s values. Consumers in our society are used to being treated with respect and courtesy when dealing with any representative of an establishment; employees should be able to meet these standards or risk alienating the customers. All companies have a vested interest in how they are perceived by the public and employees are one of the most important contributors to their image. As such, workers should not let external factors interfere with their ability to do their job to their employer’s standards.

It is, however, questionable to manufacture a positive environment in which all employees are cheerful in a transparent effort to make the consumers leave with a sense of contentment. While the suppression of negative emotions is challenging in and of itself, it would require even more effort on the employee’s part to fake a cheerful demeanour on top of it. Such masquerades are obvious to most patrons and would be counter productive in fostering an upbeat atmosphere as they would leave the employee emotionally unstable and the patron questioning the sincerity of staff.

Replies: 5 comments

i still don't like the more so ... it confuses l'il ol' me

and nothing about power? o.b. is all about figuring out how to get power ... sadly, it is a very important part of business life

Posted by melpie @ 05/20/2004 09:38 AM EST

Thai, go to Europe...you'll change your mind once you experience their customer service...:P

Posted by dAN @ 05/21/2004 02:59 PM EST

wrote nothing about power cuz I don't know anything about obtaining power.

dAN: you'll have to elaborate, I have no idea what customer service in Europe is like.

Posted by Rayne @ 05/22/2004 10:11 PM EST

customer service in europe ... well .. it's not always ... what you might define as service ...

although, in the clothing stores they were generally helpful enough ... in the stores i was in, at least

actually ... i didn't have too many problems ... but i think i was expecting less as you don't really have to tip as you would here ... north america has too much of a tipping culture ... it's starting to really get ridiculous ...

Posted by melpie @ 05/25/2004 09:40 AM EST

Mel got it...

Posted by dAN @ 05/26/2004 10:22 PM EST