ABSTRACT

Disputes have an extremely high negative emotional workload. Based on the approach of the Emotion as Social Information Model (EASI), we intend to demonstrate how expressing negative emotions plays a different role in solving a dispute than feeling negative emotions. The participants were 43 professional negotiators managing a dispute escalated by a confederate in three conflict levels during a chat interaction between a supervisor and a subordinate. The trained judges evaluated the negative emotions expressed, problem-solving behaviours and the effectiveness in solving disputes. As the main outcome, we demonstrate that expressing negative emotions increases problem-solving behaviour and effectiveness in solving a dispute, whereas feeling negative emotions (anger) decreases them. Additionally, our findings show that one mechanism which explains the effectiveness in solving disputes is the positive influence of expressing negative emotions on problem-solving behaviour. Practical and theoretical implications are discussed.

摘要

纠纷具有极高的负面情绪负荷。基于情绪作为社会信息模型 (EASI) 的方法，我们打算展示表达负面情绪与感受负面情绪在解决纠纷方面所起的不同作用。参与者是 43 名专业谈判人员，他们在主管和下属之间的聊天互动中处理由同伙在三个冲突级别升级的争端。训练有素的评委对表达的负面情绪、解决问题的行为以及解决纠纷的有效性进行评估。作为主要结果，我们证明表达负面情绪会增加解决问题的行为和解决争端的有效性，而感到负面情绪（愤怒）会减少它们。此外，我们的研究结果表明，解释解决争端有效性的一种机制是表达负面情绪对解决问题行为的积极影响。讨论了实践和理论意义。