Lifting Them Up: Combating Low Morale in Knowledge Organizations Managing Knowledge Workers by A. D. Amar, PhD Professor, Seton Hall University South Orange, NJ 07079 USA Discussion Leaders Lifting Them Up: Combating Low Morale in Knowledge Organizations

Discussion Leaders Low Morale Problem in Knowledge Organizations Assessment of Morale How to improve morale 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Morale Definition: The mental and emotional attitudes of an individual to the tasks at hand. (Webster’s New American Dictionary, 1995 ed.) Mental and emotional attitudes are of special significance to knowledge workers as they use their mind in execution of the tasks at hand. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Distinctive features of knowledge workers (Scarbrough, 1999) Dual Role Social production of knowledge Economic exploitation of knowledge Role conflicts Dual Membership Wider social institutions – science, communities, professions Business Organizations Affiliation conflicts 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Inherent Morale Problems The flipside to the lack of routine organizational controls over activities of knowledge worker and the all-involving nature of knowledge work is a lack of external structure that provides a balance to one’s personal life. For traditional worker, controls and systems decide a significant part of one’s day within and outside the organization. After the work, one can devote time to personal agenda such as the family and leisure. The relaxed organizational controls in knowledge work become a source of low morale due to the absence of the fulfillment of other roles in employee’s life. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Morale & Knowledge Environment Turnover Rate and Morale. Firing of colleagues Voluntary severance of colleagues Acquisitions and Mergers Working long hours and sacrificing family events Frequent Assessment of Morale 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Knowledge workers quite possibly get seduced and submerged into interesting work-assignments, often at the expense of other priorities of life, such as the health and family. Thus, to make sure they maintain high morale, organization may have to make sure that they maintain a balance among different domains of life—work, leisure, relationships, family, etc. Management interventions to help them develop time and self management skills become critical in ensuring high morale. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Morale Communication Factors. Ignore No Cues Heed rumors. “Baseline bitching” Symbiotic Communications. Don’t be Concerned about Over Communication. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Morale (Cont.) Behavioral Factors. Involvement and Concern First, morale affects work behavior; Second, work behavior affects morale; Their organization really cares about them. Sacrifice—organization does it for them as they do for it. The State of Helplessness A prolonged apathy turns into helplessness. Abolish “in” and “out” groups to cure 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Morale (Cont.) Organizational Factors. Self-Select Coworkers and Teammates. Utilize Everyone’s Talent to the Fullest Structure and Organize Tasks. complexity and uncertainty. Define work within some established bounds Set some milestones 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Morale (Cont.) Install Quick-Response Systems. (1) Put Out “Internal Fires.” (2) Respond to Employees’ Personal Needs. (3) Respond to Customers and Markets: (4)   Provide Performance Feedback: (5)   Provide Means for Success: Direction/Supervision As Needed. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Morale (Cont.) Synergistic factors. Direction/Supervision As Needed. Enhance Ethical Management. Being “fair” Doing the “right thing” Philanthropy and Humanitarianism. Tailored, designed, and implemented in line with the employees preferences. Increase the Comfort Factor. Create alternate work places—breather places, escapes, and spaces with changed surroundings. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Trade and Professional Activities. Participation by the employees Sponsor professional conferences and symposia 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

Curing Career Development Knowledge depreciates and becomes irrelevant and outdated quickly. The emergence of new business realities and technologies can become both a threat to older skills as well as opportunities to acquire new ones. Management should provide career progression for knowledge workers across new skill- and knowledge-base to avoid them from becoming outdated, irrelevant and develop low morale. 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

References Scarbrough, Harry. (1999). Knowledge as work: Conflicts in the management of knowledge workers. Technology Analysis and Strategic Management, 11 (1), 5-16. Shukla, Madhukar. (2003). Knowledge workers: Implications for HR Practices. http://www.geocities.com/madhukar_shukla/ 7/31/2019 Managing Knowledge Workers by Amar © 2004 by A. D. Amar. All rights reserved.

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