COMMUNICATION AND EMOTIONS AT WORK PLACE - PREDICTORS OF PERFORMANCE IN A TOUR AGENCY IN BUCHAREST
MIHAELA CHRAIF, LARISA DANCIU
University of Bucharest, Faculty of Psychology and Educational Sciences, Department of Psychology
This research investigates organizational variables that may have a direct influence on performance optimization in a travel agency. The research objectives are to identify and highlight predictors of workplace performance within several communication dimensions: downward communication, upward communication, communication with customers, positive emotions and negative emotions. Method: The participants in the study were 26 subjects, 16 girls and 10 boys, aged between 23 and 48 years, with a stable job, employed in tourism. Instruments: the Questionnaire "Measuring emotions at work in a specialized organization, a travel agency" adapted from the Romanian version adapted by Pitariu, Mesta, Levine, Musat & Ispas (2006) by Levine & Xian (2005). It comprises 10 dimensions: 5 for positive emotions (joy, pride, alertness, affection, gratitude) and 5 negative emotions (anxiety, sadness, anger, envy, guilt and shame). The Questionnaire "Communication in the workplace" (Danciu, 2011) consists of 40 items. Results showed that the independent variable downward communication is the predictor for the performance criterion three months lather (t = 2.085, p = .048). Thus, the travel agency studies may indicate that an important and decisive role in performance optimization (selling tour packages, airline tickets) is represented by communication with superiors, directions set by them, and top management.
Keywords: communcation with costumers, upward communication, downward communication, prediction, performance at work.
This article can be cited as:
M. Chraif & L. Danciu (2011). Communication and emotions at work place - predictors of performance in a tour agency in Bucharest. Romanian Journal of Experimental Applied Psychology vol. 2, no.1, pp. 13-20, 2011.
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