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Published byAmberly Flowers Modified over 9 years ago
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“All I really need to know about Management, I learned from...”
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Bryan Bedford CEO of Frontier Airlines
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Sue Aircraft Appearance Coordinator
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Sue Valerie “Cross-Utilization” Agent
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Sue Valerie Hector Lavatory Services
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Sue Valerie HectorTui Flight Attendant
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All we really need to know about management we learned from Undercover Boss: 1. Attitudes 2. Motivation 3. Stress 4. Job Design 5. Leadership
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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
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Attitudes Video Clip #1
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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
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Attitudes Video Clip #2
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Hector: Lavatory Services Cognitive: Positive thinking despite unglamorous role Affective: Passionate about his job, “seize the day” Behavioural: Professional work ethics, role model
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Motivation: What causes a person to initiate action, choose a particular course of action, and to persist in that action. Expectancy & Equity Theory
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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
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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
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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
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Motivation Video Clip #1
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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
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Intrinsic Rewards Satisfaction received in the process of performing an action Extrinsic Rewards A reward given by another person Personalized Reinforcement
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Motivation Video Clip #2
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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”
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Slogan Video Clip: Quizzing Tui to see if he knows and understands it
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Results: Bryan (CEO) is impressed Appoints Tui the Chairman of Frontier’s Branding Committee
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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
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Front Desk Representative Aircraft Marshalling Baggage Handler and Equipment Driver Air Hose Technician “Cross Utilization Agent” All completed within 25 minutes
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Stress/Cross Utilization Clip:
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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
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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
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Front Desk Representative Aircraft Marshalling Baggage Handler and Equipment Driver Air Hose Technician “Cross Utilization Agent” 4 Different Jobs
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Stressors Produce Frustration Anxiety
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Extremely competitive Impatient Aggressive Devoted to work Type A Relaxed & balanced lifestyle Less conflict Type B
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Stress and Performance Performance Stress Low High Eustress
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Job Stressors Task Demands Physical Demands Role Demands Interpersonal Demands
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Stress Management Health – Leisure Exercises Balanced Life – Emotions, Relationships Taking Regular Breaks/Vacations IndividualNew Workplace Responses
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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
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“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
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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
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Where should a manager fit on the Leadership Grid?
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(9,9) Team Manager “Common stake” in the organization Balance needs of his employees with the needs of the organization
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Leadership Video Clip
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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
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All we really need to know about management we learned from Undercover Boss: 1. Attitudes 2. Motivation 3. Stress 4. Job Design 5. Leadership
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Poop battlefield Video Clip
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