Comport

In: Business and Management

Submitted By leonexo
Words 363
Pages 2
amiento OrganizacionalDISYUNTIVA ÉTICA: Manejo de las emociones en el trabajo
En la última década han aumentado rápidamente nuestros conocimientos de las emociones de los empleados. Por ejemplo las compañías qu3 quieren crear lugares abiertos y cordiales para trabajar recurren a procesos de selección para descartar a los solicitantes que no son sociables ni entusiastas y capacitan a los empleados para que aprendan a sonreír y a mostrarse animados. Algunas organizaciones tratan incluso de producir entornos de trabajo “emocionalmente humanistas” mediante la conformación de las emociones que sienten los empleados en su trato diario con los clientes, la selección de los solicitantes con mucha inteligencia emocional, el control de la atmósfera emocional de equipos y grupos y otras prácticas de manejo de emociones.

Una vez se mofaba Groucho Marx diciendo que “el secreto del éxito en el negocio del espectáculo es la honestidad y la sinceridad. Cuando uno aprende a fingirlas, ya la hizo”. En muchas organizaciones actuales de servicios se aplica el comentario de Groucho. Por ejemplo, en diversas compañías aseguradoras se capacita al personal de ventas por teléfono para despertar sentimientos positivos en los clientes, para que sea más fácil que contesten “si”. Se enseña a los empleados a evitar palabras con connotaciones negativas y a cambiarlas por otras que levanten el ánimo y fomenten la confianza, como “sin duda”, “tenga la seguridad”, “de inmediato” y “excelente”. Además, se enseña a los empleados a comunicar estos “guiones” de manera tal que parezcan naturales y espontáneos. Para verificar que exhiben constantemente estos sentimientos “auténticos”, se supervisan con frecuencia las llamadas de estos vendedores.

Organizaciones como McDonald’s, Disney y Starbucks eligen y programan a sus empleados para que sean animosos y cordiales. No les dan otra alternativa.…...

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