The article has reviews the issue of the effect on the consumer of industrial services of personal qualities of the staff that has made the direct interaction with clients (especially their communicative talents). At this, effectiveness of such interaction is directly influenced by their professional expertise, responsibility and honesty. It is shown that in the company that renders services the labour turnover takes place, absenteeism (absence on the job place without reasonable excuses), stress situations increase. To overcome stress factors, the special attention is paid to the formation of the internal positive thinking of the company's employees. For this, authors suggest to all employees to determine and then to fix up strong positive qualities of their personality. Authors have developed standards for the corporate behaviour that have the significant effect on the increase in the emotional stability as the most important component for the staff's communicative activity in the sphere of service.
Highlights:
► responsible behaviour of employees in the company of the service sphere depends on the level of their expertise and intellect, emotional maturity and psychic condition
► under the influence of chronic stresses, emotional burnout of the employee is formed; the main negative consequence of such phenomenon is his/her emotional exhaustion
► the consequence of emotional burnout is the decrease in motivation of employees that has the negative effect on indicators of the company's financial and economic activity
► implementation of methods for increasing of stress resistance for the staff in the company of the service sphere happens in the most effective way if standards of corporate culture are formed together with the training
► the relevant problem remains the issue of introduction of corporate values into criteria for evaluation of the employees' labour quality
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