Positive Emotions In The Workplace Case Study

This way management is displayed or used in a call center can affect the emotions of the employees. It will show various examples of what can be done to generate positive outcomes. There are differences when it comes to male and female management therefore the reader should be able to see the strength and weakness of each. This paper will also focus on the importance of being able to manage the distress that is released in the workplace so that it will not leave a negative effect. The distinct layout of the company which includes the right type of equipment is vital to bring on productivity in every aspect of the organization.

Introduction

There are those that have been placed in a leadership position in

This effect may be seen in basically any type of workplace, but this study will focus on a call center in the Greek telecommunications sector. The importance of this study is to show how individuals in a managerial or leadership position has the power to make a positive difference in those that are under them. The CSRs (Customer Service Representatives) of the Rainbow company were the individuals that were used to help complete this study. This very extensive case study was not just an overall general study, but it was one that was broken down in some of the various areas such as: bounded emotionally, approaches, data analysis, implicit rules, mixed performance, positive emotions, and customers relations. There were interviews, discussions and observations that took place among a very diverse group of people who were strategically selected. CSRs were randomly selected by Rainbow’s two team leaders and did not participate in the interviews.

The case study concluded with the positive aspect rather than the negative findings of the call center. The management was able to learn from past mistakes, choices as well as learning first hand from the individuals that daily work in the call center as CSRs (Customer Service Representative). This was a study that was beneficial to everyone that was involved as it opened many new avenues

The Greek telecommunications call center was an example of the total opposite. The positive side of the customer service representatives in this call center was brought to the forefront and the reasoning behind it. It gives some in-depth research results from interviews that were done over a period that were broken down by Directors, Senior Managers and Line managers/Team leaders. Other department areas that were used in this extensive research were customer care, technical support and billing. This main was focused on the approach of those in leadership position that made a difference of how the employees in the call center would perform daily. This was a very important part that showed how the positive, encouraging and helpful approach caused many to be excited about their job and having the desire to become even greater in what they were doing. As a result, the employees were excelling and the customer service to the callers was always on the increase. Even though the employees did not know the customers in a personal manner, the positive energy that was displayed would often cause bonds to be