Compassion, Not Sanctions, Is Best Response to Workplace Anger

http://www.sciencedaily.com/releases/2011/04/110414131853.htm

ScienceDaily (Apr. 14, 2011) — Challenging traditional views of workplace anger, a new article by a Temple University Fox School of Business professor suggests that even intense emotional outbursts can prove beneficial if responded to with compassion.

Dr. Deanna Geddes, chair of the Fox School's Human Resource Management Department, argues that more supportive responses by managers and co-workers after displays of deviant anger can promote positive change at work, while sanctioning or doing nothing does not.

"The trouble with sanctions: Organizational responses to deviant anger displays at work," co-authored with University of Baltimore's Dr. Lisa T. Stickney, states that "when companies choose to sanction organizational members expressing deviant anger, these actions may divert attention and resources from correcting the initial, anger-provoking event that triggered the employee's emotional outburst."

In a study of 194 people who acknowledged witnessing an incident of deviant anger at work, the researchers found no connection between firing an irate employee and solving underlying workplace problems. Geddes and Stickney also found that even a single act of support by a manager or co-worker and the angered employee can improve workplace tension.

Managers who recognize their potential role in angering an employee "may be motivated to respond more compassionately to help restore a favorable working relationship," the researchers wrote in the journal Human Relations.

If management shows "an active interest in addressing underlying issues that prompted employee anger, perceptions of improved situations increase significantly," the researchers wrote.

----- (skipping)

..