Caring bosses who help employees with their personal and work problems shouldn’t expect gratitude, loyalty, and commitment in return, new research has warned. According to a study by Switzerland-based business school, IMD, most managers believe offering emotional support will benefit their company. Yet most employees simply view such shows of kindness as part of their superiors’ duties and have no intention of working any harder as a result.
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The study suggests that bosses who lend a helping hand must manage their own expectations because they may find themselves frustrated with their staff’s lack of appreciation.
“Managers and employees alike appreciate that controlling negative emotions can be important within an organization,” says IMD researcher Ginka Toegel. “But it seems there’s a marked difference in how the two parties believe this sort of support should be perceived, and how bosses think employees should respond to it.
“Managers tend to regard emotional support as above and beyond their responsibilities and therefore worthy of reciprocation in the form of greater commitment,” Toegel adds. “For example, they might think an employee they have helped should have no qualms about working a little bit harder or staying a little bit later to meet a deadline. Unfortunately, employees just don’t see it like that. They view emotional support as part and parcel of what their superiors do and are paid good money for. Consequently, the shows of gratitude may never arrive—and the negativity can end up perpetuated not by the employee but by the manager, who feels terribly let down.”
The findings emerged from an in-depth study of workers at a successful recruiting agency that specializes in providing managers for the service sector. Dozens of employees took part in interviews and questionnaires to examine who they turned to for emotional help and how they felt such support should be viewed. About 75 percent of lower-level workers and middle managers reported receiving support from their superiors—but not one expressed a feeling of personal debt.
One manager told how he devoted considerable time and energy to helping an employee deal with problems outside work, only for her to resign when she felt better. “When she was turning the corner she said, ‘I’m leaving,’” he recalls. “I said, ‘I’m happy for you, but I feel a bit let down.’ She said, ‘Oh, I didn’t think about that.’”
Another manager noted that the lack of reciprocity extends outside the workplace: “If I buy you a drink, it’s sort of expected that the next time around you’ll buy me one,” he says. “It’s in every element of our culture—except the workplace.”
“Some managers expressed social motives for offering support,” notes Anand Narasimhan, also of IMD. “Christian spirit, for example, or because it’s the right thing to do. But even they expected they would gain something in return, perhaps in the form of increased recognition from those they helped and from their own superiors. Others expected purely practical gains, taking the view that helping to address employees’ negative emotions would ultimately benefit sales and profits.”
“Based on our findings, maybe the lesson for all concerned is to avoid unrealistic expectations, especially in an era when so much of economic life is built on services,” says Toegel. “The fact is that managers do benefit from a happy team in terms of productivity and results, even without any additional displays of loyalty and commitment. Some manifestation of gratitude beyond that would be very nice, of course, but there’s no reason for bitterness or hand-wringing if it doesn’t happen to materialize.”
The study, which was carried out in collaboration with University College London, is published in the April 1, 20132 issue of the Academy of Management Journal.
Comments
And what have you done for me, AT ALL?
Just like a supply chain, there are employers - employees chains, or links. This IMD study just scratches the surface of human relationships: in a world where employers ask for more and more employees' skills and commitment, it's only natural that the latter expect just the same from their "aboves". No employee will ever believe in a caring boss unless he or she is naive, because cry wolf is the message any employee gets when thinking of a boss. Like all humans, employees are revengeful people, even more so nowadays, with TV everyday trumpeting increasing unemployment.
Treating others well
The article seemed slightly jaded and the first response even more so. Treating others with kindness and compassion should not about expecting a return. Some people respond to kindness and other do not. This is how life works, not just at work either. If you do the right thing, someone will notice and it does make a difference...and you might never find out how or why. Doing the right thing and treating others with kindness and consideration is its own reward.
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