Resolving Workplace Anger by Listening to Your Emotions
By Nicole Perrotta Professional Trainer, Transformation Associates | January 01, 2016
I have seen many hotels achieve high customer service scores and yet struggle with low employee satisfaction scores accompanied by high turnover rates. Many hotel executives scratch their head wondering "How is that possible? Is this just the nature of this industry?" The answer is yes and no. Yes, the hotel/service industry has a higher turnover rate than many other industries. And, no, it doesn't have to be the case for your hotel.
High demands and high stress create a ripe environment for anger. Unresolved anger behind the scenes can lead to low employee engagement resulting in high turnover. There are many tools and best practices that you can implement to increase employee engagement which will result in lower turnover. One of the most effective tools to increase employee engagement that you can practice yourself and then teach your staff is listening to your emotions to navigate through anger.
Think about the word: Anger. What is the first thing that pops in your head? Did you feel your heart rate increase and get a little flush? Did you think of a person who was overcome by it? Did you think of an event that ended badly because someone gave in to the power of anger?
When we are engulfed by the emotion anger, we react. We tend to do the first thing that pops in our head regardless of the consequences. This angry reaction usually results in outcomes that are less than desirable. What if as a leader, you could guide your team to embrace the power of that emotion, listen to the wisdom of it, and choose a response appropriate for the situation? How much more effective, productive and stress free would your hotel be?
A Defining Moment of Leadership From One Hotel Executive
"I walk into the managers meeting the instant a verbal fight erupted. Our sales manager is yelling at the top of her lungs at our operations manager. Both managers are hot, red faced and loud. All the other mangers are staring at the two of them, eyes and mouths wide open in disbelief.