Känslostyrning - Ett nödvändigt ont?

Sammanfattning: Course: SMTX07, Master level. 15 hp. Spring 2010 Authors: Amir Amini Harati, Nosherwan Bajwa, Daniel Djukic Title: Emotional management – A painful necessity Fellow advisor: Jan E. Persson, Carl R. Hellberg Purpose: The purpose of this study is to better understand how the lead controls and optimizes frontline staff's feelings in different service encounters. To fulfill our purpose we have chosen to study a company where there may be a high level of emotional intensity in the different service meetings. Questions: What problems can arise for the lead when they control the frontline staff's emotions in different service encounters? How can the management optimize emotional management? Methodology: We used a qualitative research method by doing qualitative interviews and participant observations Keywords: Emotional management, Emotional labor, Empowerment, Internal communication, Service culture Conclusion: We have come to the conclusion that there is no key solution that works in all service industries, which will optimize the emotional management of the staff. We believe that companies with strong values, that are easy to associate with, are fundamental for the well-being of the staff. It is also requires that the internal communication works both ways, so that everyone can obtain and understand the meaning of it. Management must also create fair conditions, so that the staff will take responsibility and do a good job. At the same time leaders' expectations must be met by the employees, which we believe will happen if the staff is happy.