Can you imagine arriving to work, assembling with staff colleagues in the elevator well, and shouting the "workplace cheer?" This practice, designed to enhance everyone's mood before the workday begins, is a requirement in Walmart stores and few other corporations. Its basis is rooted in extensive research on the effect of emotional climate or mood on a variety of work-related variables such as productivity, staff satisfaction, patient satisfaction, and teamwork.1 The thesis is as follows: emotions are contagious and they spread much like viruses. Starting the day in a happy emotional state will set the emotional tone for the day and influence the production of positive outcomes.
Let's apply this theory with a case scenario all too common in healthcare.
You have had a good morning at work, everyone on your team seems to be in sync and most now are focused on what needs to be done. And then there is Helen. You noticed her abruptly slinging a chart across the counter, breathing huffily, rolling her eyes, and mumbling to herself. One of the administrative assistants takes her pile of work and retreats to the conference room. You consider doing the same. However, you are the manager who needs to investigate the nature of Helen's angst before it begins to spread.
You think about how to approach Helen so as not to exacerbate her negative mood. If you are too cheery, she may get worse. If you ask, "Is there a problem?" you may open the floodgates, having been downstream of Helen previously. So you decide to focus on Helen's work assignments, ignoring the negative emotion and offering assistance instead. "How are things going this morning, Helen? I am caught up and can lend you a hand." Looking surprised, Helen manages a "thanks" but angrily adds, "It's just this place." You decide not to take the "emotional bait" and instead reply, "Things have been busy but we will manage. Tell me what you need." Helen retorts sarcastically, "I need a raise, an assistant, a pair of roller skates and maybe a new job!!" Ignoring the sarcasm, you reply calmly, "How about what you need here and now? I will get someone to assist when we figure out what needs to be done. Will that work?"
It works!! Helen bends to your rationality and calm, accepts your assistance, and redirects her emotional energy to getting things done. Your emotionally intelligent strategy accomplished 2 goals: Helen's negative emotions were contained and the business of patient care proceeded smoothly.
We all know how difficult it is to work with someone who constantly spews negativity. As Barsade and Gibson1 assert, affect matters because we are not "emotional islands." Effective self-care demands attunement to emotional climate for the prevention of negative contagion and the promotion of positive outcomes.
Gloria F. Donnelly, PhD, RN, FAAN
Editor-in-Chief
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