Managing dysfunctional emotions in organizations

Although much has been written about the different skills of managing people in work organizations there is a paucity of research and theorizing regarding a particular activity managers are often required to perform: that of dealing with the emotional behaviour of others. This paper aims to integrate research from clinical, social and occupational psychology with personal experience as a psychotherapist and management consultant to develop a framework of principles, strategies and tactics concerning how dysfunctional emotional behaviour of others can be managed effectively at work. The meaning of the term emotional behaviour is discussed and the issue of how emotional behaviour can be recognized is addressed. Five principles for managing dysfunctional emotional behaviour are outlined and strategies for the management of three common emotions (anger, anxiety, depression) are proposed, as well as consideration given to some specific tactics which illustrate how these principles and strategies can be implemented. Finally, guidelines concerning the management of different kinds of emotional reactions and the impact of organizational culture and emotional climate upon emotional behaviour are discussed along with the training implications of this framework.