{
  "title": "Reporting a defect: what a manager’s response can change",
  "url": "https://www.shr.swiss/blog/intelligence-emotionnelle-reagir-signalement-defaut-neuchatel-en",
  "language": "en",
  "datePublished": "2026-07-31",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "When a production defect is reported, remaining impassive is not necessarily the most useful response. Research suggests distinguishing emotional expression, interpretation of the situation and the conditions that support reporting.",
  "section": "Research",
  "topic": "Emotional Intelligence",
  "place": {
    "name": "Neuchâtel",
    "region": "Neuchâtel",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "James J."
    },
    {
      "heading": "The collective mechanism: speaking up without interpersonal risk",
      "point": "Amy Edmondson (1999, Administrative Science Quarterly) observes an association between psychological safety and learning behaviour in teams at a manufacturing company."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that responding supportively is enough to ensure defects are reported earlier."
    },
    {
      "heading": "What the evidence cannot promise",
      "point": "Findings on habitual emotion regulation do not constitute an intervention trial involving production managers."
    },
    {
      "heading": "A practical check in Neuchâtel",
      "point": "In a micromechanical, watchmaking or precision microelectronics workshop in Neuchâtel, one application of the programme would be to agree on a common response to reports: thank the person for raising the issue, ask for observable facts and specify the next containment action."
    }
  ],
  "sources": [
    {
      "authors": "John",
      "year": "2003",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Edmondson",
      "year": "1999",
      "source": "Administrative Science Quarterly"
    }
  ],
  "wordCount": 432,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-07-31-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/intelligence-emotionnelle-reagir-signalement-defaut-neuchatel",
    "en": "https://www.shr.swiss/blog/intelligence-emotionnelle-reagir-signalement-defaut-neuchatel-en",
    "de": "https://www.shr.swiss/blog/intelligence-emotionnelle-reagir-signalement-defaut-neuchatel-de",
    "it": "https://www.shr.swiss/blog/intelligence-emotionnelle-reagir-signalement-defaut-neuchatel-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/intelligence-emotionnelle/neuchatel",
    "city": "https://www.shr.swiss/formations-ville/neuchatel",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}