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Slides and Papers Available at http://Anat.Rafaeli.net 1
Anger at Work
Anat RafaeliAnat RafaeliArik CheshinArik CheshinRellie DerflerRellie Derfler
Dorit EfratDorit EfratAmir ErezAmir Erez
Sharon LubaschSharon LubaschElla Miron-SpectorElla Miron-Spector
Shy RavidShy RavidRavit RozillioRavit RozillioOrit SchwartzOrit Schwartz
TechnionTechnion
Israel Institute Israel Institute of Technologyof Technology
Slides and Papers Available at http://Anat.Rafaeli.net 2
Hostile emotions inhabit work places …
Anger … Aggression … Bullying … Contempt … Irritation .. Rudeness …
“30% of British Workers experience encounters with bullies on at least a weekly
basis”
“27% of workers in a representative sample … in Michigan … experienced
mistreatment by someone in the workplace.”
Professor Anat Rafaeli - Technion, ISRAEL http://Anat.Rafaeli.Net 3
General Argument:Emotions are Social Influence
Agents
Hareli, S. & Rafaeli, A.
(2008)
Research in Organizational Behavior
Emotions
Slides and Papers Available at http://Anat.Rafaeli.net 6
“Emotion Cycles” Argument
One Person’s Emotions
Attributions
Behavior
Another Person’s
…
Slides and Papers Available at http://Anat.Rafaeli.net 7
Current Research Findings
Some One DisplaysAnger
Focal PersonFatigue
and Resources
Performance of Work Tasks
Performance of Unrelated
Tasks
Slides and Papers Available at http://Anat.Rafaeli.net 8
Assumption Out There:
Anger Gets You Ahead!
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Implicit Assumption: Displaying Anger to Others Gets Them to
Do More or to Do Better …
Not Clear HowTrue This Is
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What Happens to the People Who Encounter the Anger Displayed by Others?
Slides and Papers Available at http://Anat.Rafaeli.net 11
Emotions Reflect Responsibility
Anger => Other Responsibility
Guilt, Sadness, Shame => Self Responsibility
Lazarus, Smith & Ellsworth:
Cognitive Model of EmotionsIn Theory
Those Who Display Anger
Should be Rewarded
12
Weiss, Cropanzano, Beal:
Affective Events are Tasks people Work on
Emotions Are Tasks that Require Resources
Slides and Papers Available at http://Anat.Rafaeli.net 13
Baumeister (1998)Cookies or Radishes? Active self is a limited
resource
Gross, Richards (1999, 2005)
Concealing bad feelings requires
resources
Bad Emotions Can Deplete Resources
Social Psychology Findings about Individual Emotion Effects
Slides and Papers Available at http://Anat.Rafaeli.net 14
Other Person’s Hostile
Emotions
Available Research isabout Effects of Own Emotions!
Focal Person
Resource Depletion
Slides and Papers Available at http://Anat.Rafaeli.net 15
• Employee Performance(quantity, quality of work)
• Employee Depletion
One Context:Effects of Customer Anger on Customer Service Employees
As Well As …
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Customer request
Employee Task:
Handling details.
Multiple folders
Customer Contact Center
Slides and Papers Available at http://Anat.Rafaeli.net 17
Polite CustomerAngry – Rude Customer
My home phone number changed. Need to update it please. My number is 03-7526654. Thank you very much, George Ashley.
It’s such a nightmare to reach you! Your service is just horrible. Update my home phone to 03-7526654. George Ashley
Hi please note my request to move me to the weekend deal. My password is "Friends". Thank you, Josh.
I am sick and tired of your lousy service. Move me to the weekend deal. Password is "Friends". Josh.
Customers Convey Anger/Rudeness
Slides and Papers Available at http://Anat.Rafaeli.net 18
Data
Undergraduate Students
Training
(15 minutes; rules, tools).
Practice
(6 minutes; no pay).
Real Work
15 minutes; up to 40 customers.
pay for correct work.
Slides and Papers Available at http://Anat.Rafaeli.net 19
Task Performance
N M SD
Angry Requests
340.460.10
Affect Free Requests
350.570.12
t = -2.05, p < .05
%requests handled correctly
Slides and Papers Available at http://Anat.Rafaeli.net 20
N M SD
Angry
Requests
343.521.18
Affect Free Requests
352.771.13
t = 2.71, p < .01
Reported exhaustion (1-7 scale)
Employee Fatigue after Customer Anger
Vocal Anger
Performance with Vocal Anger
Angry: “Can you fix my account? I can’t believe your service is so slow and lousy!
Neutral: “Please fix my account. There is an extra charge that need to be fixed”
Customer Statement:
Anger Usually Vocal
Performance with Auditory AngerPerf
orm
ance
succ
ess
rate (
cum
ula
tive a
vera
ge
)
Anger – Neutral: p < .001
Slides and Papers Available at http://Anat.Rafaeli.net 24
What Have We Learned?
Some One DisplaysAnger Focal Person
Fatigue
Performance of Work Tasks
Others’ Anger and Cognitive Resources?
• Some tasks are more important …
• Higher payment for some tasks ($1.00) than for others (25 cents)
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e.g., Influence on Prioritization?
Others’ Anger Hurts Ability to Prioritize
Slides and Papers Available at http://Anat.Rafaeli.net 26
0.3
0.35
0.4
0.45
0.5
0.55
0.6
0.65
0.7
0.75
Accurate Performance
)%(
1.00$ 0.25$
Affect-free Requests
Hostile Requests
Recovery?
Anger and Others’ Cognitive Processes ?
Slides and Papers Available at http://Anat.Rafaeli.net 27
Memory?Weaker after others’ anger?
Longer after others’ anger?
Slides and Papers Available at http://Anat.Rafaeli.net 28
Method
Employees Read Transcripts of Hostile /
Non-Hostile Customers.
Slides and Papers Available at http://Anat.Rafaeli.net 29
HostileAffect-Free
Customer:I am having reception problems with my phone.
Employee: Perhaps you have a problem when you are in an area with no reception?
CustomerIt happens all the time! I need to know your problems? I am in all sorts of areas. Your phones are bad quality; your technicians are lousy. Every time a new problem pops up?
CustomerI don’t know but I think it happens all the time. I am in all sorts of areas. There should not be such reception problems. It seems to be anywhere I happen to be.
Others’ Hostility
Slides and Papers Available at http://Anat.Rafaeli.net30
When did the person previously call? Last week.
Two weeks ago.
Three weeks ago
Four Weeks ago
What was the name of the caller? Eric .
George
Dan
Sam.
What hour of service was caller promised?09:00 – 10:00 10:00 – 11:00
11:00 – 12:00 12:00 – 13:00
Measures: Recall of Details
Slides and Papers Available at http://Anat.Rafaeli.net 31
Number of Angry Others Influences Ability to Recall
(F(3,140)=15.94, p<.000)
NMSD
0 angry calls366.001.17
1 angry call365.561.40
2 angry calls364.441.44
3 angry calls364.141.29
Mean Number of items recalled (1-9)
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Recovery of
Depleted Mental
Resources?
Please wait. I need to recover.I am temporarily depleted from the previous customer
...... Need to Press Enter Need to Press Enter ......
(A Test of Relief Time)(A Test of Relief Time)
... ... Relief Time in Between Relief Time in Between Requests Requests ......
Idle
T
ime
Idle
T
ime
(( ave
rage
in
av
erag
e in
se
con
dsse
con
ds))
Customer Request Customer Request NumberNumber Enthusias
m
Neutral
Anger
Slides and Papers Available at http://Anat.Rafaeli.net 35
What Have We Learned?
Some One DisplaysAnger
Performance of Work Tasks
Focal PersonMental
Resources
Slides and Papers Available at http://Anat.Rafaeli.net 36
How Long Does Effect of Others’
Anger Last?
Help!
Effects on Problems Not Related to
Anger?
Performing Unrelated Task
After Another Person’s Hostility
• Ten (10) Raven’s matrices;
• 8 minutes;
• After encounter with anger
Resource Depletion Suggests Weaker Performance on Subsequent Tasks
Slides and Papers Available at http://Anat.Rafaeli.net 38
N M SD
Anger
Condition
204.71.65
Neutral Condition
215.81.53
t = -2.22, p < .05
Others’ Anger Depletes Focal Person of Resources for Subsequent Task
Mean Number of items Solved (1-8)
P= 0.0001
0.750.75
0.670.67
Creative TaskCreative Task N=36N=36
Accu
rate
P
erf
orm
an
ce Angry Non-Angry
Slides and Papers Available at http://Anat.Rafaeli.net 42
What Have We Learned?
Some One DisplaysAnger
Performance of Work Tasks
Performance of Unrelated
Tasks
Focal PersonFatigue and Resources
Anger or Arousal?
Performance with Angry and Overly Positive
Angry: “Can you fix my account? I can’t believe your service is so slow and lousy!
Neutral: “Please fix my account. There is an extra charge that need to be fixed”
Overly Enthusiastic: Please fix my account. Your service is always so amazing and superb!”
Customer Statement:
Could it be Arousal?
Performance with Angry and Overly Enthusiastic Perf
orm
ance
succ
ess
rate (
cum
ula
tive a
vera
ge
)
Anger – Neutral: p < .001
Anger – Positive: p < .01
A Note …
Slides and Papers Available at http://Anat.Rafaeli.net 46
This must mean … VERY powerful effects with strong
anger
Powerful effects with very benign anger!
Slides available at http://Anat.Rafaeli.Net 51
Virtual Team:Shape Factory Task
• Interdependent teams;
• Electronic communication;
• Negotiate with others to buy and sell shapes;
• Several rounds;
• Rewards for performance.
• Measures of individual and group performance
• Measures of emotion
Slides available at http://Anat.Rafaeli.Net 52
One Angry Member
• One Shape is a Confederate
• Acts Out Anger or No-Anger During Game
Non-Anger“I can’t accept your offer as it is below my production costs”
“It’s a pleasure doing business with you :-)”
Anger “I Refuse to accept your offer! It is WAY below my productions costs”
“Your offer makes me really ANGRY!!”
Slides available at http://Anat.Rafaeli.Net 53
One Person can Hamper Performance!
128.15
222.13
0
50
100
150
200
250
Angry Condition Happy Condition
T)145( = 4.22
p<0.0001
Individual Performance
Better Performance When No One Is Angry
Weaker
Performan
ce With
Only One
Angry
Person
Slides available at http://Anat.Rafaeli.Net 54
One Person Anger can Hamper Whole Team Performance!
208.33
228.96
195
200
205
210
215
220
225
230
235
Angry Condition Happy Condition
T)47( = 2.97
p<0.001
Group Performance
Better Performance When No One Is Angry
Weaker Performance With Only One Angry Person