Section B Case Study Please write your answers according to the marks (5 marks in total) Case study (please zoom and read/ this is the best I could do) The Upside of Anger? A researcher doing a case study on emotions in organiza they don't like people being happy, so you tions interviewed Laura, a 22-year-old customer service just annoy them by being happy. So, yeah representative in Australia. The following is a summary of it just makes you laugh. You just out the interview with some paraphrasing of the interviewer on just because you know it annoys questions: 162 Imanagement). It's pretty vindictive and WEWER: How would you describe your workplace? manipulative, but you just need to do that. Very cold, unproductive, tal very, umm, cold INTERVIEWER: Do you ever find that this gets to you? environment, atmosphere. I did care in the beginning, and I think it just REEK What kinds of emotions are prevalent in got me into more trouble. So now I just tell your organization? myself, I don't care. If you tell yourself something for long enough, eventually you LAURA Anger, hatred toward other people, other believe it. Yeah, so now just go "Oh wel staff members TERVEI: Do you intend to keep working here? INTERVIEWEK So it seems that managers keep employees in line using fear tactics? LAURA It's a means to an end now. So every time LAURA Yeah. [The general manager's favourite I go to work and every week just go "Well, one week down, one week less until saying is. "Nobody's indispensable." So, I go away. But if I knew that I didn't have it's like. I can't do that because I'll get this goal, I don't know if I could handle it. sacked!" or if I would even be there now INTERVIEW How do you survive in this situation? WEWEK is there an upside to working here? LAURA: You have to cater your emotions to the I'm so much better at telling people off now sort of situation, the specific situation than I ever used to be. I can put people because it's just such a hostile environment in place in about three sentences. Like this is sort of the only way you can survive instead of before I would walk away from Ewe Are there emotions you have to hide? it. But now I just stand there and fight.... LAURA Managers don't like you to show your I don't know if that's a good thing or a bad thing emotions. They don't like to show that there is anything wrong or anything emotional in the working environment Questions 1. Do you think Laura is justified in her responses to INTERVIEW Why do you go along? her organization's culture? Why or why not? LAURA I feel I have to put on an act because 2. Do you think Laura's strategic use and display of to show your true emotions, especially emotions serve to protect her? toward my managers Laura names two of her senior managers. It would be hatred 3. Assuming that Laura's description is accurate, how sometimes. So, you just can't afford to do would you react to the organization's culture? that because it's your job and you need 4. Research shows that acts of co-workers the money cent and management (22 percent cause more negative emotions for employees than do acts of INTERVIEWEK Do you ever rebel against this system? customers (7 percent. What can Laura's company You sort of put on a happy face just so do to change its emotional climate? Scon carnhor maner