Psycho Bite Size – Emotion in the Workplace
Roger Philby | 05 Mar 08
Emotion in the workplace
Peter Frost was a highly respected professor whose work focused on organisational pain. In his view, organisations are full of toxic events and interactions that prevent people from performing their roles at the optimum.
He claims that ‘toxin handlers’ are fundamental to business success. Frost says that the emotional state of employees is increasingly responsible for business success and failure. It’s not just about preventing pain, but dealing with it in the best way.
The Effects of Pain on Organisations
Common effects of pain can include loss of self-worth, confidence and hope. Long term, it is destructive to performance and morale and increases stress in individuals.
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Research also suggests that the day-to-day effect of negative individuals may be greater than this. Pearson studied several businesses where they identified ‘uncivil’individuals. Common characteristics were rudeness, lack of respect, poor temperament and a general lack of regard for others. Results were shocking.
- 25% of workers waste work time avoiding ‘uncivil’ individuals
- 25% stop doing their best as a result of uncivil acts
- 50% contemplate leaving
- 12% will eventually quit
Sources of Toxicity – what causes pain?
Frost claims that pain in organisations is caused by the 7 Deadly “Ins”.
INtention –genuine malice intended to cause hurt, fear or intimidation.
INcompetence –indecisiveness, a lack of skill and poor communication result in frustration & plummeting morale.
INfidelity –managers and leaders who betray their workers cause a damaging lack of trust that can outlast them.
INsensitivity –a lack of emotional intelligence towards individuals or teams, which is perceived as unfair and a lack of empathy.
INtrusion – when charismatic leaders drag employees like followers into work regimes that are unsustainable. It invades their personal life and ultimately results in burnout and resentment.
INstitutional forces– policies, procedures and rules that create difficulty, distraction and confusion.
INevitability –the unavoidable pain involved in running a business – traumatic events,necessary change initiatives and changing strategies for example.
Compassion in the Workplace
Compassion in business is carried out by ‘toxin handlers’. Thesy are able to control, reduce and prevent pain. They understand the link between positivity and productivity. They are able to:
- Listen to pain
- Hold space for healing, giving time for emotional recovery
- Buffer pain – reframe damaging messages and opinions
- Removing others from pain
- Transforming pain
Compassionate businesses see links between the emotional welfare of their employees and the bottom line. They recognise and reward those who deal with pain, and focus hiring on attitude as well as technical skill.
Anyone in a business can be a toxin handler, just by engaging with others in human moments where they treat others as a person and not just an employee.
What do we need to do?
Understanding and respect – make an effort to understand and respect colleagues and subordinates.
Toxin handling is worthwhile – workplaces are complex social networks. Dealing with emotion needs to be seen as important.
Manage messages – we cannot avoid the toxicity of others, but we can avoid transferring their messages to others. Communication should be positive and constructive.
Supportive culture – encourage teams to know and support each other, and work together. Encourage toxin-handling behaviour.
Professional intimacy – emotionally charged situations are always toxic. Emotional intelligence can predict and prevent sources of pain. Diffuse emotional scenarios with compassion and intimacy.
