A new study conducted by emlyon business school has revealed the difficult emotional choices that employees in customer-facing roles must make when confronted with rude or hostile customers. Workers often face a difficult trade-off, as they have to choose between protecting their mental health or enhancing their performance in these challenging situations. This research highlights how employees regularly experience pressure when managing emotional responses to hostility at work.
The research team, led by Gordon Sayre, Professor of Management at emlyon business school, along with Alicia Grandey from Pennsylvania State University and Robert Melloy from Culture Amp, focused on how employees regulate their emotions during hostile interactions. The study found that while some emotional regulation strategies may boost performance, they often come with negative effects on mental health. Conversely, strategies that focus on emotional protection may help preserve well-being but can hinder overall performance.
Emotional Strategies Used to Handle Hostility
The study identified six main strategies that employees use to manage their emotions when dealing with hostility in the workplace. These strategies include suppressing emotions, distracting oneself from the situation, avoiding or escaping the hostile event, trying to modify feelings towards the situation, taking proactive steps to change the nature of the event, and seeking support from colleagues or superiors.
The research team conducted two studies to measure the impact of these strategies on the emotional well-being and performance of workers. In the primary study, the researchers observed teachers working at an alternative school for children with behavioural problems. Each time a teacher faced a hostile situation, particularly when dealing with students who needed disciplinary action, they completed a short survey where they assessed how they regulated their emotions and their mental state afterward. School administrators also rated how well the teachers managed the situation.
Key Findings: A Balancing Act Between Performance and Well-Being
The findings indicated that teachers often used a combination of strategies to cope with the hostile events. Some combinations were effective in maximising performance, but they came at the cost of the teachers’ mental health. On the other hand, certain strategies focused on preserving emotional well-being, but these were linked to poorer performance outcomes. This confirms that there is a significant trade-off, as employees can rarely optimise both their emotional health and performance at the same time. There is no one-size-fits-all solution, and employees are often forced to make a difficult choice.
Professor Gordon Sayre commented, “Unfortunately, rudeness and hostility have become increasingly common in customer-facing roles. Our research shows that employees in these situations must often choose between maximising their performance or protecting their mental health. This dilemma is a significant challenge for many workers.”
Recommendations for Organisations to Minimise Hostility
The researchers emphasise that businesses and organisations should make efforts to reduce hostility in customer interactions. They recommend moving away from the traditional “customer is always right” mentality and fostering a culture of mutual respect between customers and employees. By prioritising a healthier dynamic, organisations can reduce the situations where employees are forced into choosing between performance and well-being.
Furthermore, employees should be trained to recognise and utilise various emotional regulation strategies. By equipping workers with a range of coping mechanisms, businesses can help employees maintain a balance between their performance and emotional health, ultimately improving workplace morale and productivity.
A Call for a Cultural Shift in the Workplace
This research also calls for a cultural shift within organisations, where emphasis is placed on employee well-being and emotional health as much as on customer satisfaction. Companies that invest in their workers’ emotional intelligence and mental resilience will be better positioned to foster a healthier and more productive work environment.