From Publishers Weekly
Organizational "toxin handlers"-the people who deal with emotional pain in the workplace-serve a dual role, says Frost, contributing positively to the health of both companies and their employees. The author, an organizational behavior professor at the University of British Columbia, explains that toxicity is a normal by-product of organizational life. It can stem from hard-driving executives who push production and motivate by fear; inevitable changes like layoffs, mergers or leadership shifts; or personal pain from illness, death or lifestyle transitions. Frost offers myriad anecdotes to show how toxin handlers attempt to absorb bad vibes via the role of compassionate listener, guide, buffer and mentor. These do-gooders face repercussions from their often-unacknowledged efforts; they might, for instance, become emotionally over-involved with people in pain, or even become toxic themselves. Although specific remedies for painful situations require custom-made responses, companies can adopt certain practical responses, e.g., "raise the issue of competence without undermining anyone's abilities." Emotions at work are an increasingly absorbing business dilemma, and this thoughtful book should be a help to leaders for whom there's more at stake than mere corporate profit and loss.
Copyright 2002 Reed Business Information, Inc.
Book Description
Regardless of the organization or job level, pain-caused by anything from abusive bosses to budget pressures to unexpected traumas-is an inevitable byproduct of work. When pain is acknowledged and managed, it can be transformed from an emotional obstacle to a constructive force for change. But if it is ignored, pain can poison the workplace, hamper productivity, and threaten the bottom line.
In Toxic Emotions at Work, Peter J. Frost argues that managers must work to institutionalize compassion if they want to avoid the debilitating effects of pain on performance. A world run on human capital requires human responses to the often harsh realities of business-and most leaders are shirking this vital responsibility. Consequently, self-appointed pain managers-"toxin handlers"-are currently shouldering the burden of emotional pain for entire organizations.
Based on an in-depth study of this pervasive phenomenon, Frost illustrates how managers can recognize and support toxin handlers-and importantly, what they must learn from these individuals in order to take on the critical role of emotional management themselves. The author also reveals the main sources of organizational toxicity, and outlines ways companies can develop and formalize caring and constructive responses.
Making a compelling case for compassion in business, this book helps leaders transform pain from an occupational hazard to a force for healthy organizations.
