Description
According to Markus Groth, an associate professor at the Australian
School of Business, employees who have to manage their emotions when
dealing with difficult customers are providing emotional labour. It is
distinct from physical or cognitive labour and bosses need to take this
work and the effects it can have on workers into account. Research into
parking officers shows they can be more productive if they display
authentic emotions in abusive situations, but other occupations require a
different emotional intelligence. There's a need for experiential
training and managers should take time to debrief with staff after
critical incidents.
When a quarter of your workforce is heading for the door, it's time for
some serious strategic thinking. One Australian organisation is tackling
the outflow of thousands of mature-age workers by 2015 with a series of
policy changes and initiatives that not only glean vital information
for the...
Published 05/01/19
A new inquiry into the activities of Australia's central bank subsidiary, Securency, has brought the prevalence of bribery in international business dealings back into the spotlight. Demands for "grey money" are commonplace when negotiating deals in many developing nations. While multinational...
Published 05/01/19
The global financial crisis delivered new opportunities to re-engineer the workforce with an increased focus on flexibility for both employers and employees. But dangers lurk in the short-term cost-cutting approach embraced by many organisations. The arrangements – and, in some cases, the...
Published 05/01/19