Does emotional regulation training work during angry service encounters?

Dallimore, Karen (2008) Does emotional regulation training work during angry service encounters? In: ANZMAC 2008: Shifting the Focus from Mainstream to Offbeat, 1-3 Dec 2008, Sydney, Australia.

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Empathy is vital in all service encounters, but especially so when the customer is angry. Research on emotional regulation is of key importance in establishing the effectiveness of training techniques for service providers who are required to deal with angry customers. This paper investigates the effectiveness of using reappraisal, a form of reframing, as an emotional regulation training technique. The study specifically measures the impact of reappraisal training on service providers' levels of empathy during angry complaint encounters. Training sessions were followed by a scenario based role play experiment. ANOVA results revealed that even minimal training in reappraisal as an emotional regulation technique can be effective in fostering higher levels of empathy in service providers dealing with angry consumers, as well as enhancing emotional awareness and control. Implications for managers are discussed outlining the bottom line advantages including the minimisation of the debilitating consequences and negative outcomes of traditional training methods such as surface acting.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Author holds copyright.
Faculty / Department / School: Historic - Faculty of Business - School of Management and Marketing
Date Deposited: 29 Jan 2010 01:31
Last Modified: 22 Aug 2014 00:49
Uncontrolled Keywords: emotional regulation; service encounters; training; reframing; reappraisal; complaints; deep acting; surface acting
Fields of Research : 17 Psychology and Cognitive Sciences > 1701 Psychology > 170107 Industrial and Organisational Psychology
17 Psychology and Cognitive Sciences > 1702 Cognitive Sciences > 170204 Linguistic Processes (incl. Speech Production and Comprehension)
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150305 Human Resources Management
Socio-Economic Objective: E Expanding Knowledge > 97 Expanding Knowledge > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services

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