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Unformatted text preview: BSG 302 – ORGANIZATIONAL BEHAVIOR Chapter 4 - Case Incident 1: The Upside of Anger? A researcher doing a case study on emotions in organizations interviewed Laura, a 22-year-old customer service representative in Australia. Below is a summary of the interview (with some paraphrasing of the interviewer questions): Interviewer: How would you describe your workplace? Laura: Very cold, unproductive, [a] very, umm, cold environment, atmosphere. Interviewer: What kinds of emotions are prevalent in your organization? Laura: Anger, hatred towards other people, other staff members. Interviewer: So it seems that managers keep employees in line using fear tactics? Laura: Yeah. [The General Manager’s] favorite saying is, “Nobody’s indispensable.” So, it’s like, “I can’t do that because I’ll get sacked!” Interviewer: How do you survive in this situation?How do you survive in this situation?...
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- Spring '11
- Laura, interviewer