I attended the tutorial workshop on the topic of emotion as part of the organisational behavior course. The workshop started with a brief introduction by the tutor and then we were arranged us into groups and given task about emotion. After the discussion, we are required to present the ideas that we have. This week we were asked to create a role play that involved emotion.
PREPARATION
Before we attended the tutorial workshop, we were asked to watch a TV episode and comment the emotions that have happened in the show. I have picked up the TV programme that I have watched recently, which is ‘Suits’ Season 5. ‘Suits’ is a drama that is involved different lawyers in the organisation, what they are currently struggling with and their conflicts …show more content…
Emotion is a hypothetical construct, which it not directly observable, but it is inferred from different interaction (Scherer, 1996). In addition, it also indicates what kind of emotions can be occurred in organisation.
We have divided into different groups and were asked to create a role play. The role play was required to include the emotions into it and explain it further after the role play. We have picked the scene, which is a café. There are two customers who were ordering drinks. The waiter was trying his very best to listen when they ordered and really would like to make sure the orders were correct. After prepared the drinks and the waiter has started serving the drink. One of the customers is complaining that she did not order it and requested to see the manager of the café. After that, the manager apologised to the customers and promised the drinks will serve under the house and will personally serve them the right drink. In the scenario, the customer who is requesting to see the manager is definitely not in the mood and feel really angry on the waiter is not able to serve the right things. The waiter will probably feel annoyed and have a chance to become emotional labour. Emotional labour is conform to prescribed emotional expression while working with customers (Sandiford, 2011). In the service industry, people are interacted with the others but not machine (Wharton,
PREPARATION
Before we attended the tutorial workshop, we were asked to watch a TV episode and comment the emotions that have happened in the show. I have picked up the TV programme that I have watched recently, which is ‘Suits’ Season 5. ‘Suits’ is a drama that is involved different lawyers in the organisation, what they are currently struggling with and their conflicts …show more content…
Emotion is a hypothetical construct, which it not directly observable, but it is inferred from different interaction (Scherer, 1996). In addition, it also indicates what kind of emotions can be occurred in organisation.
We have divided into different groups and were asked to create a role play. The role play was required to include the emotions into it and explain it further after the role play. We have picked the scene, which is a café. There are two customers who were ordering drinks. The waiter was trying his very best to listen when they ordered and really would like to make sure the orders were correct. After prepared the drinks and the waiter has started serving the drink. One of the customers is complaining that she did not order it and requested to see the manager of the café. After that, the manager apologised to the customers and promised the drinks will serve under the house and will personally serve them the right drink. In the scenario, the customer who is requesting to see the manager is definitely not in the mood and feel really angry on the waiter is not able to serve the right things. The waiter will probably feel annoyed and have a chance to become emotional labour. Emotional labour is conform to prescribed emotional expression while working with customers (Sandiford, 2011). In the service industry, people are interacted with the others but not machine (Wharton,