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short case Sarrie recently received the Employee of the Year award at the call center where...

short case

Sarrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Sarrie submits her resignation. According to her exit interview, she felt burnt out.

Question:

1.What OB theory or term regarding emotion and mood can better explain the situation in the case?

2. Offer the definition of the theory or term.

3. Use the theory or term to explain the case.

Expert Solution

1.What OB theory or term regarding emotion and mood can better explain the situation in the case?

In this case, Eventhough Sarrie is a Best Employee of the year, She felt the strain of having to constantly fake positive emotions towards her customers, Thats why she felt burnt out ..

According to the Organizational Behaviour theory Affect is broad range of feeling that people experience, Affect can be experienced in the form of Emotions or moods

Emotions are caused by specific event, action oriented in nature

2. Offer the definition of the theory or term.

In this case sarrie got experienced emotional challange as she caontinuously faking her emotions and build up the internal stress in the work space.. This is called Emotional Dissonance

Employees have to project one emotion while simultaneously feeling another can be very damaging and lead to burn out

Sarie has displayed Surface Acting i.e Displayed appropriately but not feeling those emotions internally which lead to Stress..

Current and past emotions affect job satisfactions thats why sarrie has resigned the job

3. Use the theory or term to explain the case.

According to Organizational behaviour theory Emotions and the minor events that cause them should not be ignored at work, they accumulate and leads to burn out

Emotion regulation, has to be implemented in the organizations especially in high stress ful roles like call center jobs, managers have to evoke or aware the employees about how to manage stress and emotional regulation like stratagies to change emotions like thinking about more pleasent things ,surpassing negative thoughts..etc..

In sarrie case Recognising her Work with Best Employee is motivational But Managers should interact with their employees about their issues at work place and giving tips to handle the cusotmers..and also If they create employee forums to disscuss the handling the difficult callers so they can feel normalized like all are facing same issues and it is not only for them..In that case Sarrie would have not resigned..

jeff jeffy answered 1 year ago

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