In any organization, emotions play a significant role in shaping the workplace environment and affecting employee performance. This is particularly true in high-pressure environments, such as American SteelCo, where employees are often faced with customer frustrations, tight deadlines, and errors that can cost both time and money. When not managed properly, emotions can lead to burnout, stress, and a disengaged workforce, as seen with Angela and Lisa, who are both struggling with emotional labor and emotional dissonance.
Understanding Emotional Labor and Emotional Dissonance
Emotional labor refers to the process of managing emotions to fulfill the emotional requirements of a job. This is especially relevant in customer-facing roles, like Angela’s, where she must maintain a calm and professional demeanor even when dealing with irate clients. Emotional dissonance occurs when there is a conflict between the emotions an employee feels and the emotions they are required to display. Angela, for instance, is dealing with a great deal of frustration over the errors that keep cropping up, but she must suppress these emotions to maintain a good relationship with customers. Similarly, Lisa is struggling with the emotional dissonance of correcting errors that should be addressed by others, leading to feelings of resentment and exhaustion.
Both emotional labor and dissonance can have severe consequences for employee well-being, including burnout, dissatisfaction, and even turnover. If not managed properly, these emotions can negatively affect organizational performance, as employees may become disengaged or begin to underperform.
The Emotional Culture at American SteelCo
At American SteelCo, the emotional culture appears to be one of high pressure and frustration, particularly for Angela and Lisa. Despite their dedication to the company and admiration for their CEO, the lack of support from other departments—especially Jerry’s disregard for the importance of accurate estimates—has created a toxic work environment. Angela and Lisa’s emotional labor is not being recognized or addressed by other staff, leading to feelings of being undervalued and ignored. This lack of support from colleagues and leadership has also led to emotional dissonance, with both women struggling to manage their emotions while performing their duties.
Resolving the Management Challenge: Theory-Based Strategies
To resolve this challenge, it is crucial for management to recognize the impact of emotions and mood on employee performance and well-being. Angela and Lisa are both facing emotional exhaustion due to the emotional labor and dissonance they experience daily. The following strategies could help address the issue:
1. Implementing Emotional Intelligence Training
Emotional intelligence (EI) refers to the ability to recognize, understand, and manage one’s own emotions, as well as the emotions of others. One of the most effective ways to address emotional labor and dissonance is by fostering emotional intelligence in the workplace. Leaders at American SteelCo, including Monte, can set an example by developing their own emotional intelligence and encouraging others to do the same. This would help Angela and Lisa better manage their emotions, while also fostering empathy and understanding among colleagues.
2. Creating a Supportive Emotional Culture
Monte, as the CEO, plays a pivotal role in shaping the emotional culture at American SteelCo. He should take proactive steps to ensure that employees like Angela and Lisa feel supported, valued, and heard. This could involve regular check-ins with employees to gauge their emotional well-being and provide emotional support when needed. Managers should also encourage open communication and create a safe space for employees to express their concerns, which would help alleviate emotional dissonance and reduce the negative impact of emotional labor.
3. Clarifying Roles and Responsibilities
Angela and Lisa are both experiencing frustration due to unclear roles and responsibilities, especially regarding error correction. Managers should clarify each department’s roles and ensure accountability for tasks. For instance, Jerry should be made aware of the importance of accurate estimates, and the consequences of his negligence should be discussed in a constructive manner. Ensuring that all employees understand their responsibilities and how their work impacts others is key to reducing frustration and stress.
4. Addressing Gender Issues
Lisa’s perception that she is being dismissed and ignored because of her gender is a critical issue that must be addressed. Gender bias can contribute to emotional dissonance and decreased job satisfaction. American SteelCo should implement gender sensitivity training to promote inclusivity and respect in the workplace. Encouraging equal opportunities for all employees, regardless of gender, can help improve emotional well-being and create a more supportive work environment.
5. Offering Emotional Support Resources
To manage the emotional toll of emotional labor and dissonance, American SteelCo could offer resources such as counseling or employee assistance programs (EAPs) to provide employees with a safe space to deal with stress and emotional challenges. Additionally, promoting work-life balance through flexible schedules or wellness programs can help employees better manage their emotional energy.
Conclusion
In conclusion, addressing the emotional challenges at American SteelCo requires a multi-faceted approach, including fostering emotional intelligence, creating a supportive emotional culture, clarifying roles and responsibilities, and addressing gender biases. By doing so, management can help Angela, Lisa, and others navigate emotional labor and dissonance more effectively, improving their well-being, job satisfaction, and overall performance. In turn, this will lead to a more positive work environment, better organizational outcomes, and a reduced risk of burnout or turnover.