2. 职称英语
  3. (1) Have you ever thought about what happens to your employees right before t

(1) Have you ever thought about what happens to your employees right before t

游客2024-09-10  9
问题    (1) Have you ever thought about what happens to your employees right before they get to work? Sometimes we all wake up on the wrong side of the bed and just find it hard to get our bearings. At other times, we might start out fine, but have a horrible commute or a screaming match with a teenager just before going to work. Paying attention to the morning moods of your employees can pay dividends. In my research with Steffanie Wilk, an associate professor at the Fisher College of Business at the Ohio State University, we found that this start-of-the-day mood can last longer than you might think—and have an important effect on job performance.
   (2) In our study, "Waking Up On The Right Or Wrong Side Of The Bed: Start-Of-Workday Mood, Work Events, Employee Affect, And Performance", we examined customer service representatives (CSRs) in an insurance company’s call center over several weeks. We sent CSRs periodic short surveys throughout the day. We studied their mood as they started the day, how they viewed work events such as customer interactions throughout the day, and their mood during the day after these customer interactions. We used the company’s detailed performance metrics to investigate how their mood at work related to their performance.
   (3) We found that CSRs varied from day to day in their start-of-day mood, but that those who started out each day happy or calm usually stayed that way throughout the day, and interacting with customers tended to further enhance their mood. By contrast, for the most part, people who started the day in a terrible mood didn’t really climb out of it, and felt even worse by the end of the day — even after interacting with positive customers.
   (4) One interesting (and counterintuitive) finding was something we called "misery loves company. " Some CSRs who felt badly as they started the day actually felt less badly after interacting with customers who were themselves in a bad mood. Perhaps this was because, by taking their customers’ perspectives, these CSRs realized their own lives were not so terrible.
   (5) Most importantly, we discovered strong performance effects when it came to quality of work and productivity. Employees who were in a positive mood provided higher-quality service: they were more articulate on the phone with fewer "ums" and verbal tics, and used more proper grammar. Employees who were in a negative mood tended to take more frequent breaks from their duties to cope with the stress and get themselves through the day. These small breaks piled up, leading to a greater than 10% loss of productivity.
   (6) How can managers use these findings to help employees cope with stress and boost performance? While it can be difficult, it is not impossible to hit the reset button and try to help employees shake a negative morning mood. For example, managers might send out morale-boosting (鼓舞士气的) messages in the morning, or hold a regular team huddle to help people transition and experience positive mood as they start their workday. Feeding people and celebrating accomplishments is always a morale booster as well. Alternatively, managers can allow employees a little space first thing in the morning, for example to chat with colleagues before an early meeting. People also need time to " recover" from the night before so managers may want to think twice before launching a late-night barrage (轰炸) of e-mails as this might set employees up for a bad start to the next day. And if an employee arrives a few minutes late, confronting him or her about it later on instead of immediately may yield a more productive conversation and a more productive workday.
   (7) Employees, for their part, may want to take steps to lose their own negativity before arriving at work, creating their own "intentional transition". This might involve taking a different route to work, giving themselves a pep talk, stopping for coffee, or listening to inspiring music. Finally, the best thing they can do is take a deep breath before walking in the door, to focus on making the most of the new day. [br] It can be inferred from Para. 1 that bad mood in the morning may be caused by______.
选项 A、a fall from the bed
B、the wrong side of the bed
C、a traffic congestion
D、a competition with children
答案 C
解析 推断题。原文第一段第三句提到，我们可能一开始很好，但就在上班前遇到糟糕的通勤状况或者和孩子吵了一架。由此可以推断出，交通堵塞可能会导致早上的心情不好，故[C]为答案，同时排除[D]，该句中的a screaming match原意是“尖叫比赛”，此处可理解为吵架，而不是竞赛。该段第二句指出，有时候，我们可能wake up on the wrong side of the bed“一起床就无缘无故地心情不好”，而不是因为从床上摔了下来或其他有关床的问题，[A]和[B]与原文表述不符，故均排除。
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