Workplace Emotions, Values, and Ethics . Workplace Emotions, Values, and Ethics

WestJet Airlines WestJet’s success is partly due to enthusiastic, energized, and loyal staff. The discount airline’s executives believe that customer service depends on satisfied employees. Photo: Ian Lindsay, Vancouver Sun

Emotions Defined Feelings experienced toward an object, person, or event that create a state of readiness Demand attention and interrupt our train of thought Emotions are directed toward something

Model of Attitudes and Behaviour Beliefs Emotional Episodes Feelings Attitude Behavioural Intentions Behaviour

Job Satisfaction Model Outcomes/ inputs of others Amount Expected Past experience Job satisfaction Job dissatisfaction Inequity feelings Perceived amount received

Job Satisfaction and Behaviour Job satisfaction reduces turnover, absenteeism Weak association with job performance because: 1. General attitude is a poor predictor of specific behaviours 2. Performance affects satisfaction through rewards 3. Satisfaction affects organizational citizenship

Customer Satisfaction at Sears Canada Sears Canada has discovered that increasing employee satisfaction results in higher customer service which, in turn, improves the company’s revenue growth. E. Wynn, Halifax Chronicle-Herald

Job Satisfaction and Customers Job satisfaction increases customer satisfaction because: 1. Job satisfaction affects mood, which leads to positive behaviours toward customers 2. Less employee turnover, more consistent and familiar service E. Wynn, Halifax Chronicle-Herald

Organizational Commitment Affective commitment Emotional attachment to, identification with, and involvement in an organization Continuance commitment Belief that staying with the organization serves your personal interests

Building Organizational Commitment Maintain fairness and satisfaction Provide some job security Support organizational comprehension Involve employees in decisions Build trust

Emotional Labour at Tim Hortons Paula Skinner serves up plenty of good cheer at the Tim Hortons restaurant in Cambridge, Ontario. Skinner received an award because she displays emotions that make customers feel better. R. Leipscher, Cambridge Reporter

Emotional Labour Defined The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions R. Leipscher, Cambridge Reporter

Emotional Labour Issues True emotions leak out -- especially with low emotional adaptability Emotional dissonance causes stress Display norms vary significantly across cultures R. Leipscher, Cambridge Reporter

Emotional Intelligence Self- Awareness Emotional Intelligence Social Skill Self- Regulation Empathy Self- Motivation

Values at Work Stable, long-lasting beliefs about what is important Define right or wrong, good or bad Include cross-cultural, ethical, and organizational culture values Important for OB -- influence perceptions, decisions, behaviour

Collectivism-Individualism China Collectivists tend to: 1. Identify themselves by group membership 2. Give priority of group goals 3. Put more emphasis on harmonious relationships 4. Have more socially-based emotions (indebtedness) Japan Germany Canada Individualism

Power Distance High Power Distance Mexico The degree that people accept an unequal distribution of power in society France Japan Canada Germany Low Power Distance

Uncertainty Avoidance High U. A. Japan The degree that people tolerate ambiguity (low) or feel threatened by ambiguity and uncertainty (high uncertainty avoidance). Germany Canada Hong Kong Low U. A.

Achievement-Nurturing Japan The degree that people value assertiveness, competitiveness, and materialism (achievement) versus relationships and well-being of others (nurturing) Canada France Sweden Nurturing

Long/Short-Term Orientation Long-Term Orientation China The degree that people value thrift, savings, and persistence (long-term) versus past and present issues (short-term). Japan Netherlands Canada Russia Short-Term Orientation

Three Ethical Principles Utilitarianism Greatest good for greatest number Individual Rights Fundamental entitlements in society Distributive Justice Inequality must have equal access Inequality must benefit the least well off

Influences on Ethical Conduct Moral intensity degree that issue demands ethical principles Ethical sensitivity ability to recognize the presence and determine the relative importance of an ethical issue Situational influences competitive pressures and other conditions affect ethical behaviour