“All I really need to know about Management, I learned from...”

Bryan Bedford CEO of Frontier Airlines

Sue Aircraft Appearance Coordinator

Sue Valerie “Cross-Utilization” Agent

Sue Valerie Hector Lavatory Services

Sue Valerie HectorTui Flight Attendant

All we really need to know about management we learned from Undercover Boss: 1. Attitudes 2. Motivation 3. Stress 4. Job Design 5. Leadership

A Attitudes: Cognitive and affective evaluation that predisposes a person to act in a certain way Cognitive Beliefs and opinions Affective Feelings Enjoy vs. hating the job Behavioural Intention to behave acted out

Attitudes Video Clip #1

Sue: Aircraft Appearance Coordinator Cognitive: did not allow personal hardship (son’s demise) affect her work Affective: Enjoys and takes pride in her job Behavioural: Enthusiastic and energetic at work

Attitudes Video Clip #2

Hector: Lavatory Services Cognitive: Positive thinking despite unglamorous role Affective: Passionate about his job, “seize the day” Behavioural: Professional work ethics, role model

Motivation: What causes a person to initiate action, choose a particular course of action, and to persist in that action. Expectancy & Equity Theory

Motivation: What causes a person to initiate action, choose a particular course of action, and to persist in that action. Expectancy & Equity Theory Path-Goal Theory

Motivation: What causes a person to initiate action, choose a particular course of action, and to persist in that action. Expectancy & Equity Theory Path-Goal Theory Intrinsic & Extrinsic Rewards

Expectancy Theory An individual’s expectations about their own ability to perform tasks and receive desired rewards. E  P  O Equity Theory Pursuing equity or rewards one expect from their performance Perception of fairness in comparison to others

Motivation Video Clip #1

Path-Goal Theory Leader’s responsibility to increase the subordinate’s motivation to attain personal and organizational goals through either: (1)Clarifying path to rewards or (2) Increasing rewards subordinates desire

Intrinsic Rewards Satisfaction received in the process of performing an action Extrinsic Rewards A reward given by another person Personalized Reinforcement

Motivation Video Clip #2

Slogan: a phrase or sentence that succinctly expresses a key corporate value. companies use a slogan to convey special meaning to employees a well designed slogan can enhance employee motivation and organizational performance Frontier Airlines’ Slogan: “A Whole Different Animal” The airline for “people who hate airlines”

Slogan Video Clip: Quizzing Tui to see if he knows and understands it

Results: Bryan (CEO) is impressed Appoints Tui the Chairman of Frontier’s Branding Committee

Job Enlargement A job that combines a series of tasks into one new broader job to give employees variety and challenge Smaller airports rely heavily on Job Enlargement

Front Desk Representative Aircraft Marshalling Baggage Handler and Equipment Driver Air Hose Technician “Cross Utilization Agent” All completed within 25 minutes

Stress/Cross Utilization Clip:

What Frontier learns: Efficient Saves money BUT, Agents are not presentable Does not create the best image for the company Fixing the Situation: CEO meets with head executives to devise better solutions

Stress An individual’s physiological and emotional response to stimuli that place physical or psychological demands on an individual and create uncertainty and a lack of personal control when important outcomes are at stake

Front Desk Representative Aircraft Marshalling Baggage Handler and Equipment Driver Air Hose Technician “Cross Utilization Agent” 4 Different Jobs

Stressors Produce Frustration Anxiety

Extremely competitive Impatient Aggressive Devoted to work Type A Relaxed & balanced lifestyle Less conflict Type B

Stress and Performance Performance Stress Low High Eustress

Job Stressors Task Demands Physical Demands Role Demands Interpersonal Demands

Stress Management Health – Leisure Exercises Balanced Life – Emotions, Relationships Taking Regular Breaks/Vacations IndividualNew Workplace Responses

Management “Doing things right” Efficiency Leadership “Doing the right things” Effectiveness Characteristics of a Leader: People person Desire to excel Conscious of goals High EQ Self confidence Enthusiastic

“Doing the right things” Bryan goes undercover in order to see if they are, in fact, doing the right things Consistently asking if organizational activities are: Efficient Delivering Customer Satisfaction Sustainable Effective

Consideration: 11,000 employees Senior management team Attitudes and sacrifices of employees Behavioural Approach Clarifies subordinates role and tasks Structure in place Adequate rewards provided Considerate Transactional Leader

Where should a manager fit on the Leadership Grid?

(9,9) Team Manager “Common stake” in the organization Balance needs of his employees with the needs of the organization

Leadership Video Clip

What Bryan (CEO) has shown us: His personal traits sets him apart from everyone else He considers the organization as well as those affected by it He strives to do the right thing in every situation

All we really need to know about management we learned from Undercover Boss: 1. Attitudes 2. Motivation 3. Stress 4. Job Design 5. Leadership

Poop battlefield Video Clip