chapter 14 managing employee attitudes and well-being mcgraw-hill/irwin principles of management ©...
TRANSCRIPT
Chapter 14Managing Employee
Attitudes and Well-being
McGraw-Hill/IrwinPrinciples of Management
© 2008 The McGraw-Hill Companies, Inc., All Rights Reserved.
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Learning Objectives
1. Describe the effect of emotions and attitudes on employee behavior.2. Identify four ways in which employees respond to job dissatisfied.3. Explain how job satisfaction relates to customer service and satisfaction.4. Distinguish organizational commitment from continuance commitment,
including their effects on employee behavior.5. Discuss ways to strengthen organizational commitment.6. Describe the stress experience and its consequences.7. Summarize three common sources of stress in the workplace.8. List five ways to manage work-related stress.9. Discuss how managers can help employees improve their work-life
balance.10. Identify the “Big Five” personality dimensions.11. A. Explain how personality influences emotions, well-being, job
performance, and career satisfaction.
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Emotions, Attitudes, & Behavior
• Emotions – are physiological, behavioral, and psychological episodes experienced toward an object.
• Attitudes – clusters of beliefs, assessed feelings, and behavioral intentions toward a person, object, or event.- Beliefs – These are established perceptions about the attitude object-
what you believe to be true.- Feelings – represent your positive or negative evaluations of the
attitude object.- Behavioral intentions – your motivation to engage and attitudes are
connected to each other and to behavior.
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Model of Emotions, Attitudes, and Behavior
Perceived Environment
Behavior
Beliefs
Behavioral intentions
Feelings
Atti
tude
Cognitive process Emotional process
Emotional episodes
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Cognitive Dissonance
Cognitive Dissonance
An uncomfortable tension experienced
when behavior is inconsistent with our
attitudes.
Depends on how much the behavior is:
Public Important Voluntary
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Question
Jason Jacobs is a CEO of a small tobacco manufacturing company. Lately, he has been upset as he has started to believe that he is heading a company that manufactures product that potentially kills people. Is this cognitive dissonance? Explain. Explore Jason’s options.
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Job Satisfaction
It is the appraisal of the perceived:
Job characteristicsWork
environmentEmotional
experiences at work
Job Satisfaction A person’s evaluation of his or her job and work
context.
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Job Satisfaction from 1989-2005
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1989 1997 2001 2005
Completely Satisfied
Somewhat Satisfied
Somewhatdissatisfied
Completelydissatisfied
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Falling U.S. Job Satisfaction
• Half of Americans say they are satisfied with their jobs (down from 60% in 1995)
• Employees are least satisfied with their companies’ bonus plans, promotion policies, pensions, and health plans.
• The largest decline in overall job satisfaction occurred in
- Age group 35-44 – 60.9% to 49.2%- Income Group earning $25-35 K – 55.7% to 41.4%- Mid Atlantic and Mountain States were the least satisfied
workers
Source: Conference Board, February 28, 2005
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Job SatisfactionBy Location
9%
11%
44%
49%
50%
54%
55%
61%
0% 10% 20% 30% 40% 50% 60% 70%
Hungary
China
Mexico
Ireland
United States
Norway
India
Denmark
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Gender and Pay Gap
Women vs. Men: The Real Pay GapAverage annual earnings between 1983 and 1998 of workers age 25 to 59
MeasureShare of men
Share of women Men Women
Pay Ratio
Everyone who worked at leastone of the 15 years 99% 96% $48,068 $21,363 44%
Those who worked all 15 years,including part-timers 84 48 52,510 29,507 56
Source: Business Week, Jun 14, 2004
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EVLN Model
EXIT – leaving the organization, transferring to
another work unit, or at least trying to make these
exits
LOYALTY – Employees who respond to dissatisfaction
by patiently waiting.
NEGLECT – reducing work effort, paying less attention to
quality, and increasing absenteeism and lateness
VOICE – any attempt to change, rather than escape
from, a dissatisfying situation.
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Employee-Customer-Profit-Chain Model
Organizational Practices
Employee satisfaction with job and company
•Lower turnover
•Friendly service
•Motivated staffClients perceive higher-
value service
•Satisfied clients
•More returning clients
•More client referrals
Higher Revenue and Profits
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Organizational Commitment (OC)
• Organizational Commitment - An employee’s emotional attachment to, identification with, and involvement in a particular organization.- Continuance commitment – An employee’s calculative
attachment to an organization. Motivated to stay only because it is costly to leave.
• Building OC- Justice and support- Shared values- Trust- Organizational comprehension- Employee involvement
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Stress
• Stress – an adaptive response to a situation that is perceived as challenging or threatening to a person’s well-being.
• The stress response is a complex emotion that produces physiological changes to prepare us for “fight or flight”- Heart rate increases, muscles tighten, and breathing speeds up
• Two types of stress- Distress (negative) – physiological, psychological deviation from
healthy functioning.- Eustress (positive) – it activates and motivates people to achieve
goals, change their environments, and succeed in life’s challenges
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Stressed Out
Northwestern National Life Survey• Percent of workers who report their job is “very or
extremely stressful” – 40%
Families and Work Institute Survey• Percent of workers who report they are “often or very
often burned out or stressed by their work” – 26%
Yale University Survey• Percent of workers who report they feel “quite a bit
or extremely stressed at work” – 29%
Source: cdc.gov/niosh/stresswk.html
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Causes of Stressfor College Students
• Change – a big life change, like entering a university• Loss – someone close to you• Uncertain Future – thinking about your career• Wasting Time
- Procrastination- Disorganization- Lack of Interest- Burnout / Exhaustion - Unnecessary perfectionism- Visitors / Telephone Calls
Source: Health Information, University of Ottawa
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Consequences of Distress
Tension headachesMuscle pain
Cardiovascular disease
Impaired job performance
Lower organizational commitment
Depression
Moodiness
Job dissatisfaction
Aggressive behavior
Workplace accidents
Poor decision making
Consequences
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Suicide Risk in Teens:Signs to Identify Help Needed
Boys• Impulsive• Quick to lose temper• Alcohol or drug use• Rapid emotional shifts • Aggressive• Violent• Despondent• Irritable• Tendency to get into trouble
Girls• Withdrawn• Loss of interest in things that
used to give pleasure• Decreased ability to
concentrate on school work or drop in grades
• Self-critical• Irritable• Change in sleep habits• Change in appetite
Source: Business Week, April 26, 2004
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General Adaptation SyndromeStage 1
Alarm reaction
Stage 2 Resistance
Stage 3 Exhaustion
High
Normal state
Low
Time
Abi
lity
to c
ope
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Stressors
Low Task
Control
Harassment and Incivility -Psychological harassment -Sexual harassment
Work Overload
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Workplace-Related Stress Management
PracticesStress Management Strategy
Examples
Withdraw from the stressor. Work breaks, days off, vacations, and sabbaticals.
Change stress perceptions. Increasing employee confidence, providing humor.
Control stress consequences. Relaxation and meditation techniques, wellness programs.
Receive social support. Supportive leadership, social interaction, support groups.
Remove the stressor. Reassign employees; minimize noise, unsafe conditions, harassment.
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Support Work-life Balance
• Offer flexible work hours in which employees can arrange to begin and end their workdays earlier or later
• Job-sharing – a position is split between two people• Personal leave – time and flexibility to raise a
family, care for elderly, or take advantage of a personal experience
• Telecommuting – employees work from home or a remote site, usually with a computer connection to the office.
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Big 5 Personality Dimensions
Big Five Dimension People with a high score on this dimension tend to be more:
Conscientiousness Careful, dependable, self-disciplined
Agreeableness Courteous, good-natured, empathetic, caring
Neuroticism Anxious, hostile, depressed
Openness to Experience Sensitive, flexible, creative, curious
Extroversion Outgoing, talkative, sociable, assertive
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Question
Holly Hollingsworth has always been described as a dependable individual with a will to achieve. However, she is very quiet, shy, and cautious. According to the Big Five personality dimensions, Holly could be described as high on _______ and low on _______ dimension.a. agreeableness; openness to experienceb. emotional stability; introversionc. conscientiousness; extroversiond. openness to experience; emotional stability
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Effects of Personality
Performance
Personality
Stress & Well-Being
Emotions & Attitudes
Career Satisfaction
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Holland’s Six Types of Personalities
Type Personality Traits
Realistic Practical, shy, materialistic, stable.
Investigative Analytic, introverted, reserved, curious, precise, independent.
Artistic Creative, impulsive, idealistic, intuitive, emotional.
Social Sociable, outgoing, conscientious, need for affiliation.
Enterprising Confident, assertive, energetic, need for power.
Conventional Dependable, disciplined, orderly, practical, efficient.