Managing Emotions in Crisis: A Study of Emotional Labour, Resilience, and Leadership Trust during the Kotak 811 Regulatory Shock.

Organisations occasionally face unexpected crises that create uncertainty for employees and require them to adapt quickly to changing circumstances. In April 2024, the Reserve Bank of India issued a regulatory directive to Kotak Mahindra Bank restricting the onboarding of new customers through its digital channels and suspending the issuance of new credit cards. The directive followed supervisory observations related to the bank’s technology infrastructure, operational resilience, and digital service disruptions.

This development had a significant impact on Kotak 811, the bank’s digital banking unit, which relies heavily on online customer acquisition. The announcement created a period of uncertainty for employees, as the organisation had to quickly adapt its strategy and focus on strengthening engagement with its existing customer base while addressing regulatory requirements.

During such periods, employees often experience a range of emotional and psychological responses. At the same time, they are expected to maintain professionalism, support colleagues, and continue performing their roles effectively. This process of managing emotions in the workplace is commonly referred to as emotional labour.

The purpose of this questionnaire is to understand how employees experienced and managed their emotions during this organisational crisis. The study explores aspects such as emotional regulation, employee resilience, motivation, organisational commitment, and trust in leadership during different phases of the crisis and recovery process.

The responses will be used only for academic research and will remain confidential. Your honest feedback will help provide valuable insights into how organisations and employees navigate challenging situations.