It takes three to tango: Leadership and hostility in the service encounter

Leadership effectiveness is contingent on the ability to affect followers' emotions. This paper explores a model suggesting that the quality of the relationships between leaders and their followers (LMX) relates negatively to a display of negative emotions by employees during their interactions with customers, and subsequently relates to employees' performance and customers' emotions. The model was tested on a sample of 95 service employees and on 485 interactions between these employees and their customers. The findings show that LMX was negatively related to the display of hostility by employees towards their customers. Employee hostility was negatively related to employees' ability to provide a solution to customers' problems, which was further related to customers' hostility towards employees. We discuss the implications of these findings for both theory and practice.     

Empathic responses by cyberbystanders: the importance of proximity

Cyberaggression, and its' specific sub-type, cyberbullying, have become a widely debated and studied issues, but we still lack knowledge about cyberbystanders, whose reactions (or lack thereof) can play a crucial role. One of the important factors determining behavioral outcomes is cyberbystanders’ empathic response to the incident. Certain features of cyberaggression incidents (e.g. distance and the invisibility of those involved) raise the question of what conditions tend to encourage (or inhibit) empathetic responses on the part of cyberbystanders. Therefore, we investigated the link between the empathic responses of 453 Czech adolescent cyberbystanders (age 12–18) and the context in which they become aware of ongoing cybervictimization. We found that being directly present and being informed by the victim increased emotional response, while witnessing it only online or being informed by others had no effect. We discuss the importance of including the dimensions of ‘proximity’ or ‘directness’ in both prevention and intervention efforts and future research on cyberbystanders’ reactions.     

Social work students field training as an opportunity to develop best practice in disabilities: the case of Jordan

This article outlines an innovative field for training efforts that foster the abilities of undergraduate social work students so that they are able to empower local communities in disability issues. It discusses the contribution of social work education in improving livelihoods of families with disabled members, challenging families as well as attitudes of local communities towards the disabled. Social work students were placed in a centre for children with developmental disabilities for a period of eight months. At this stage of their training, students were required to demonstrate their skills in working with individuals, families and communities. They were also required to identify opportunities for interventions that addressed stigma and social inclusion. Key outcomes from students’ voices were captured through their field notes, some limited observations and focus group discussions. The field training demonstrated that students managed to establish a support group for mothers with disabled children to provide a safe place to share their experiences. Student outcomes highlighted that the field experience was effective and feedback from families indicated that training raises disability awareness and facilitates women’s access to existing support systems. In addition, it engages professionals and families to work together in developing a long-term strategy to reduce isolation and exclusion, as well as to tackle health and social inequalities in Jordan.     

European rural regions in the era of globalization: the South Moravia case study

Rural regions are perceived mostly on a local, regional or national scale, but globalization impacts also on the countryside. Both production and consumption in rural regions are similar throughout Europe, being directed from the very limited number of global centers. Local authorities do not always react appropriately. Present trends in rural businesses, migration of rural population, sustainable rural development and capacity-building are investigated in 10 European case study regions within the DERREG project of 7th EU framework program. Preliminary findings for the South Moravia case study are presented in the paper.     

Non-parametric predictive inference for future order statistics

This article presents non-parametric predictive inference for future order statistics. Given the data consisting of n real-valued observations, m future observations are considered and predictive probabilities are presented for the rth-ordered future observation. In addition, joint and conditional probabilities for events involving multiple future order statistics are presented. The article further presents the use of such predictive probabilities for order statistics in statistical inference, in particular considering pairwise and multiple comparisons based on two or more independent groups of data.     

Family Focused Care for Refugees and Displaced Populations: Global Opportunities for Family Therapists

Recent global crises have created a significant increase in the number of people leaving their countries. Distress experienced by these refugees often leads to posttraumatic stress disorder and depression and can also result in psychotic disorders, substance abuse, and interpersonal violence. The World Health Organization leads the organizing of refugee services as part of a larger initiative to provide mental health services to citizens in low‐ and middle‐income countries. The World Health Organization has identified challenges in providing care, including a provider shortage, issues with how refugees access and receive care and a lack of uniformity in mental health services. By applying the values and systemic orientation of the profession, family therapists can address some of the challenges in treating mental health concerns of these at‐risk populations.     

The Eric Garner Case: Statewide Survey of New York Voters’ Response to Proposed Police Accountability Legislation

The Eric Garner case was unique because this police-induced death was caught on video from before the moment of physical confrontation. A mixed-methods representative household survey and Garner's arrest video were used to determine NYS voters’ opinions (n = 119) about police indictment and Governor Cuomo's request for expanded authority. Respondents were asked whether the officers should face indictment, shown the arrest video, and then asked again about indictment. Prior to the video, a majority of respondents (n = 86; 57.4%) believed involved officers should have been indicted. After viewing, the proportion increased by 13.7%. A majority supported Cuomo's call for expanded authority to appoint a special prosecutor in cases where police are involved in civilian deaths. Study limitations include prior exposure to the footage and a low response rate. NYS voters generally supported Cuomo's proposal for appointing a special prosecutor; however, a quarter of respondents disagreed with the method of reform and expressed a: 1) preference for every case to go to trial; 2) preference for a case-by-case basis; or 3) distrust in state-appointed special prosecutors. This research could inform discussions regarding proposed system reforms. Future research with a less well-circulated video is needed to determine the extent to which videos of police-induced deaths affect public opinion.