MONICA M. BURNS INC.

Emotions In the Workplace

Employees must project the feelings and emotions that reflects the specific job title in which they are employed. If you work in the customer service industry, you are expected to be friendly, courteous, and helpful. If you work in the funeral business, you aren't expect to be happy and excited and so on and so forth. If you know that you aren't a very sociable person, you rarely smile, and you can care less about helping others, don't apply for positions that require those attributes. If you are a quiet, reserved, and serious person who would rather work alone mostly, you should choose jobs that match your personality and require those particular characteristics. Industries whose success depends on the customers and clients business, should always be cautions and careful of the indivduals they hire.

When you work in an industry that is the total opposite of who you are and the total opposite of what the job requires, you are setting yourself up for constant disappointment if you aren't willing to adapt to the organization's environment. Many people don't have many choices in choosing what type of industry or work environment they'd like to work in, as educational and other restrictions may be an obstacle. However, projecting the feelings and emotions required of any particular industry and job title while on the job, thus, separating the true feelings of the employee; may be less stressful until personal circumstances and situations can be improved.

Emotions play an integral part in the behavior of employees. When an employee is treated fairly by management and the organization, most of the emotions projected from the employee is loyalty, appreciation, and happiness in favor of the organization. If an employee isn't satisfied with management and the organization, most of the emotions exhibited would be frustration, stress, and dissatisfaction; resulting in negative behavior. Management will often ask employees how they feel about a certain issue, which is contradictory to the organization's environment of employees leaving their feelings at the door. To receive an accurate answer to any issue requiring how an employee feels, requires that employee to tap into their emotions. So for organizations requiring their employees to "Leave Their Emotions At The Door," are you really operating your organization effectively?

Dr. Monica Burns-Capers, Ph.D
Copyright (c) 2009. Monica Burns-Capers, Ph.D. All Rights Reserved.

Experience On the Job Doesn't Always Count!

Choosing Employees For Promotion

Effectively Performing Internal Customer Service

MANAGEMENT AND COMMUNICATIONS
Management should always set the example for exemplary Customer Service. If you haven't oriented your staff on what "Effective Customer Service" looks like, how can you expect anything more out of them? If they are performing unsatisfactorily, maybe it's because they've observed you talking rudely and insensitve to a coworker. Most employees emulate those who are superior to them in their jobs; and more often than not, it's because management are the people that they aspire to become.

INSENSITIVE MANAGEMENT
Most managers are clueless to the emotions of their employees. This isn't something that should just be written off, because you think that emotions doesn't apply to work. The cliched saying "Don't Bring Your Personal Problems To Work" is easily said than acutally done. Everyone, at some point or another, has had an overlapping of an experience that has undoubtedly accompanied them to the workplace. Managers must keep this in mind when they are harshly criticizing employees, especially if you are unprofessionally disciplining employees in the presence of others. You don't know what's going through a person's mind when you come at them in the wrong way. If you notice that an Employee seems unusually quiet, upset, and not performing at their required potential, why not try inviting them into a private area – maybe your office – and have a talk with them. You can't expect stellar Customer Service – Internally or Externally – from any Employee after they have been emotionally battered and scolded by Management.

UNHEALTHY COMPETITION
There is no way that any business or organization can survive when everyone is constantly backstabbing, bickering, and unhealthily competing with each other. How can one effectively thrive, learn, and work in this type of dysfunctional work environment? And for those who want to, you need some sort of mental assistance! Most of us are blessed to have a job that we actually love going to each day. For those who don't have many choices, they are sometimes thrown into situations that hinders their abilties and their growth. They tend to shut down for fear that another idea will be stolen, someone will take credit – once again – for their work; and most importantly, because they know that Management will do nothing to improve the work environment or the situation. This is definitely a case that requires mandatory Organizational Restructuring and Organizational Management Training. We'll be required to clean house from top to bottom! And as the saying goes, " Be Careful How You Treat Others, You Never Know Who You Might Have To Answer To One Day!"

MANAGEMENT AND THEIR CLIQUES
First of all, Management is not allowed to be involved in any cliques where subordinates are affiliated. It's just plain silly to think that you can be best friends with an Employee that you Manage from day-to-day! It is mandatory and imperative that you keep this behavior away from the workplace! Besides, it is not fair to the other Employees to see that their Manager has a close relationsip with another Employee on their same level. At this point, Internal Customer Service is null and void. It can't effectively exist in this environment, because Management wants to be friends with everyone! In this situation, a Manager can't efficiently project the professionalism necessary, along with other Leadership qualities required to perform their jobs.

Internal Customer Service is an integral component of External Customer Service. You can't have one without the other. If you can't effectively and professionally communicate with your coworkers, how can you even begin to service your customers and your clients. You and your coworkers all benefit from each other's particular expertise. If you can't get along with an employee who possesses a skill that a particular customer or client needs, how effective is that in serving your customers? Once your customers and clients get a feel for the dysfunction that is your business or organization, this is a great way to lose them!

Copyright (c) 2009. Monica Burns-Capers, Ph.D. All Rights Reserved.http://drmonicaburnscapers.mfbiz.com

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• Experience On the Job Doesn't Always Count!
• Choosing Employees For Promotion
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