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The toxic handler: organizational hero--and casualty.
1School of Commerce and Business Administration, University of British Columbia, Vancouver, Canada.
Harvard Business Review
|October 28, 1999
Summary
Toxic handlers are managers who absorb workplace negativity to maintain productivity. Supporting these crucial employees prevents burnout and benefits organizational health and competitiveness.
Area of Science:
- Organizational Behavior
- Occupational Health Psychology
Background:
- Organizations face challenges managing negative emotions.
- A specific role, 'toxic handlers,' has not been systematically studied.
- These individuals absorb workplace distress to ensure work continuity.
Purpose of the Study:
- To introduce and define the role of toxic handlers.
- To explore the functions and importance of toxic handlers in organizations.
- To provide guidance on supporting toxic handlers.
Main Methods:
- Qualitative analysis of the toxic handler role.
- Exploration of the impact on individuals and organizations.
- Review of existing organizational practices.
Main Results:
- Toxic handlers manage others' negative emotions (sadness, anger, frustration).
- This role is critical for organizational stability but carries personal costs (burnout, health issues).
- Effective pain management by toxic handlers positively impacts the bottom line.
Conclusions:
- Toxic handlers are strategically important for business success.
- Organizations must support toxic handlers to prevent burnout and negative consequences.
- Employee health, supported by toxic handlers, is vital for long-term competitiveness.