This chapter presents a compassionate response model of workplace anger. The model incorporates an interpersonal feedback loop to show how compassionate responses to workplace anger have the potential for generating gratitude within the angry individual. Both reactions should ultimately result in more favorable organizational outcomes from anger episodes. In addition, the model identifies message, individual, relational, and organizational factors moderating the likelihood that an anger expression, compassion, and gratitude progression take place. The model proposes that anger expression is not inherently negative for individuals and organizations, but may initiate a series of potentially positive exchanges of emotion and caring.
Zenteno-Hidalgo, A. and Geddes, D. (2012), "Chapter 9 A Model of Compassionate Responses to Anger Expression", Ashkanasy, N.M., Härtel, C.E.J. and Zerbe, W.J. (Ed.) Experiencing and Managing Emotions in the Workplace (Research on Emotion in Organizations, Vol. 8), Emerald Group Publishing Limited, Bingley, pp. 257-277. https://doi.org/10.1108/S1746-9791(2012)0000008014Download as .RIS
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