It’s amazing how rapidly a stressed-out boss can rub off on almost the entire team and turn the team members into stress-heads experiencing anxiety, paranoia and an abundance of negative emotions. Emotions can be extremely contagious and make or break any healthy work environment.
Liz is a sales executive within a fruits and vegetables department at a large super market. She is good at her job, and always manages to give the best customer experience regardless of how difficult a customer gets.
One Sunday however, whilst serving the customers with the best of her ability, he doesn’t seem as chirpy as usual. Earlier that day, Liz’s sick child needed medical attention and having to leave her child at home, had her concerned throughout that day.
A slight change in Liz’s behaviour and a lesser contribution towards the staff meeting prompted her boss to question the change. Her boss had the option to probe and provide support to help Liz feel better and avoid any negative effects on Liz’s performance, however Liz’s day started with a string of criticizing comments from her boss and a lack of due care.
Then came a situation where Liz’s colleague had failed to notify her in advance of some missing stock for completion of a large order and this resulted in having an irate customer.
The delay in completing this customer’s order triggered a lag in service during the rush hour which then had the boss vent off his own frustrations onto the staff.
Liz would usually stay on and help to hand over the department for the next shift and make sure things are running smooth before She leaves however, by the end of that day Liz felt as though she has had enough and if anything he should consider looking for a new job.
Thus, Liz leaving in a bad mood then by not handing over the department, created slight issues for next shift thus passed on the negative vibes further.
On the other hand the full effects of positive and a genuine emotional expression can have far ranging beneficial effects for the business.
For example in the case of Liz, good positive comment from Liz’s boss or a bit of humor could have completely changed the mood Liz, ultimately for customers and business.
Employees are seen as key partners in the success of the team and ultimately in the business. Employees want to know that they are valued and not just a number into the company’s balance sheet.
In conclusion, it is becoming increasingly clear that due to contagious nature of emotions, the management of emotions play crucial role in process of customer retention, recovery and delight. Therefore we advise managers to enable, maintain and develop positive emotional climate in their organization.
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