- Subject index
This book focuses on the types of risky interactions that threaten identities, relationships, and sometimes careers, including voicing dissent, repairing broken relationships, managing privacy, responding to harassment, offering criticism, and communicating emotion. Each chapter is grounded in real-life organizational scenarios, includes recent research, applies a standard theoretical framework, and illustrates a full range of communicative tactics and discourse practices. Throughout the book, authors Vincent R. Waldron and Jeffrey W. Kassing provide examples to spur thinking, raise questions, and help readers understand how organizations benefit when employees communicate in ways that manage risk.
Chapter 3: Managing Emotion
I was working in customer service at a loan company. My job was to handle customer complaints, calm down the angry ones, make them feel more satisfied with our services. I'm not trying to brag, but I was good at my job and even had awards to show for it. All of us service reps got along pretty well and usually had some laughs on our breaks. Then this new manager was hired and he wanted to crack down on things. Nobody liked him. He would intimidate by spying on us and shouting stuff like, “You were late from break!” We weren't. He made me go to some basic training as a way to humiliate me. As angry as I felt, I ...