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商品編號: H07BQR 出版日期: 2022/11/09 作者姓名: Wieckowski, Ania G 商品類別: Other 商品規格: 再版日期: 地域: 產業: 個案年度: -
商品敘述:
Customers'' incivility toward frontline employees hurts workers emotionally, physically, and cognitively and can result in lower performance. But these effects are compounded when employees are required to keep providing "service with a smile," according to psychology professor Alicia Grandey''s research. Companies looking to support their employees in dealing with rude behavior should train them in how to mitigate the effects of incivility, give them autonomy over how to react, and pay them for the emotional labor they perform.
涵蓋領域:
Health and wellness;Workplace discrimination;Work-life balance;Employee retention;Difficult conversations;Compensation and benefits;Workplace health and safety;Race;Sexual harassment
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