ToshaCollins_MT302_Unit_5_Assignment - Tosha Collins MT302...

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Tosha Collins MT302 Organizational Behavior Unit Five: Case Incident 2 Abusive customers cause emotions to run high 5/24/10
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“Every employee expends physical and mental labor when they put their bodies and cognitive capabilities, respectively, into their job.” (Robbins & Judge, 2007) Most jobs require emotional labor. There is the expectation of being friendly, helpful, and polite to the customer. However, it is not expected that the customer return the favor. This is where emotional dissonance comes into play. Biting you tongue as the customer abuses you. Too much of this can make the employee angry and frustrated. Emotionally exhausted employees can lead to burnout. With emotional exhaustion and burnout so prevalent in the customer service field today, you need to make sure that you hire a good fit for your organization. Evaluating your applicants aids in discovering whether they are high on affect intensity. Those scoring low on emotional stability will be influenced by negative events, moods, and emotions (Robbins & Judge, 2007). Those that score high on extraversion and emotional stability seem to pay more attention to the
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This note was uploaded on 06/10/2010 for the course MT302 MT302 taught by Professor Susanpettine during the Spring '10 term at Kaplan University.

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ToshaCollins_MT302_Unit_5_Assignment - Tosha Collins MT302...

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