haku: @indexterm ORGANIZATIONS / yhteensä: 1617
viite: 527 / 1617
| Tekijä: | Kramer, M. W. Hess, J. A. |
| Otsikko: | Communication Rules for the Display of Emotions in Organizational Settings |
| Lehti: | Management Communication Quarterly
2002 : AUG, VOL. 16:1, p. 66-80 |
| Asiasana: | COMMUNICATION ORGANIZATIONS MANAGEMENT EMPLOYEES CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | Using a sample of employees from a wide range of occupations, this research examines the general communication rules that govern emotion management in all aspects of organizational involvement- with coworkers and not just customers. Through content analysis of examples of both appropriate and inappropriate displays or masking of positive and negative emotions, results showed that (a) maintaining "professionalism" is central to appropriate emotion man agement, (b) positive emotions, not just negative emotions, need to be displayed in appropriate ways, and (c) the appropriate display of negative emotions typically means masking those emotions. |
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