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

2. 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

3. 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

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

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

6. 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

7. 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

8. 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

9. 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

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

11. 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

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

13. 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

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

15. 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

16. 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

17. 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

18. 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.

19. 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

20. 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

21. 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

22. 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