冲突是一种对抗性的人际互动形式，对冲突的管理是企业基础性的管理工作。
Conflict is a kind of antagonistic human interaction, conflict management is a fundamental work of enterprise management.
阿什福斯和赫胥黎认为情绪劳动实际上使人们之间的互动更加具有可预测性，而且帮助工人避免尴尬的人际问题。
Ashforth and Humphrey(1993)suggested that emotional labor actually may make interactions more predictable and help workers to avoid embarrassing interpersonal problems.
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