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Robert Sutton's Three-Month Qualitative Study Of Data

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Throughout this article, Robert Sutton summarizes his three-month qualitative study of data, in regards to the emotions that collectors emit to debtors. While analyzing the data provided by the facility manager, Sutton used seven methods in order to get a better understanding of how collectors emotions are transferred toward the particular debtor they are dealing with. These seven methods included: Interacting with a key informant, training as a collector, working as a collector, group interviews, supervisor interviews, observing collectors, and lastly, written materials. Sutton argues that maintaining norms about expressed emotions was a struggle for some of the collectors, as having the right tone of voice, including intensity and firmness,

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