Study On Emotional Management Problems And Coping Strategies Of Teller In Lanzhou Rural Commercial Bank

Lanzhou Rural Commercial Bank was restructured and established in 2015.It is a local bank in Gansu Province.Since its establishment,Lanzhou Rural Commercial Bank has been developing business with the concept of service beside you and improving the core competitiveness of enterprises,so it has high requirements for the service quality of teller Windows.In recent years,due to the market competition intensifies,the bad assets increase gradually,enterprise internal transformation change many problems,such as Lanzhou Rural Commercial Bank’s tellers staff emotions under the influence of various factors at work become volatile,lead to job enthusiasm is not high,lack of enthusiasm,and many other issues,to the enterprise image,performance have a negative impact of wages,affect the enterprise long-term development,Although enterprises try to effectively manage the emotions of tellers,the effect is not obvious.This paper takes the emotion management of the teller in Lanzhou Rural Commercial Bank as the research object.Based on the related theory of emotion management,through questionnaire survey and interview,it analyzes the current situation of the emotion management of the teller and summarizes the existing problems,including: the current enterprise emotion management system is too rigid;Managers do not pay enough attention to the emotional management of the teller;The teller lacks the service improvement after being inspected;Enterprises lack relevant training for the emotion management of tellers.And in-depth analysis of the reasons for the existence of the problem,including: tellers often release negative emotions,unable to stimulate positive emotions;The lack of individual emotional management ability of the teller;Managers have a single way to deal with the results caused by negative emotion management of the teller;Managers have insufficient understanding of emotion management.In view of the existing problems,strategies are proposed based on the theory of emotion management and the practice of the bank,including: By raising the teller emotional awareness,improve oneself mood teller management skills,strengthen the teller psychological guidance,cultivating good work attitude,teller building enterprise emotional management training mechanism,improve the enterprise the current emotion management system,create a good working atmosphere of enterprise,improve the management level of attention to the emotion management,optimize the teller emotion management strategy,And put forward the safeguard measures for the implementation of coping strategies.So that the bank pays more attention to the emotion management of the teller,and then urges the teller to provide better and higher quality service,so that the teller can work happily and create greater value.