The role of Attitude in establishing acordial relation with employee in an

organisation

Presented by-Sakshi Bansal-(09180)Shikhar Swaroop-(09197)Shraddha Sharma-(09201)Shubham Agarwal-(09203)Siddhant Chikara-(09208)Sonu Kumar-(09212)Suneet Khanna-(09218)Vandana Dubey-(09231)Varun Pratap Singh-(09232)Rishabh Agarwal-(09244)

Attitudes

Types of Attitudes

An Application: Attitude Surveys

Understanding Organizational Culture

• Personality of organization• Customs and rights• Shared beliefs• Systemic with feedback from society, laws,

stories, heroes, values, etc.

Emotions and Attitudes at Wegmans

Wegmans Food Market enjoys strong customer loyalty and low employee turnover by keeping employees happy. Shown here, CEO Danny Wegman meets with staff

during a new store opening.

Courtesy of Wegmans Food Markets

BehaviorBehavior

Emotions, Attitudes and BehaviorPerceived EnvironmentPerceived Environment

Attitude FeelingsFeelings

BeliefsBeliefs

BehavioralBehavioralIntentionsIntentions

Cognitive process

Emotional process

Emotional Episodes

LoyaltyLoyalty

VoiceVoice

ExitExit

NeglectNeglect

• Leaving the situation• Quitting, transferring

• Changing the situation• Problem solving, complaining

• Patiently waiting for the situation to improve

• Reducing work effort/quality• Increasing absenteeism

EVLN: Responses to Dissatisfaction

Job Satisfaction

• A person's evaluation of his or her job and work context

• A collection of attitudes about specific facets of the job

JobSatisfaction

SupervisorSupervisor

JobJobContentContent

Co-workersCo-workers

Working Working ConditionsConditions

Career Career ProgressProgress

Pay and Pay and BenefitsBenefits

Social AwarenessSocial Awareness

Self-managementSelf-management

Understanding and sensitivity to the feelings, thoughts, and situation of others

Controlling or redirecting our internal states, impulses, and resources

Self-awarenessSelf-awarenessUnderstanding your own emotions, strengths, weaknesses, values, and motives

Relationship Relationship ManagementManagement

Managing other people’s emotions

Lowest

Highest

Model of Emotional Intelligence

Job Satisfaction and Performance

• Happy workers are somewhat more productive workers, but:

1. General attitude is a poor predictor of specific behaviors

2. Job performance affects satisfaction only when rewarded

3. Job satisfaction and motivation have little effect in jobs with little employee control (e.g. assembly lines)

Employee-Customer-Profit Chain

CompanyPracticesCompanyPractices

SatisfiedEmployeesSatisfied

Employees

• Less turnover

• Consistent service

• Less turnover

• Consistent service

Customer’sPerceived

Value

Customer’sPerceived

Value

• Satisfied customers

• Customer referrals

• Satisfied customers

• Customer referrals

HigherRevenue

Growth and Profits

HigherRevenue

Growth and Profits

Happy Staff, Happy Customers at Outback

Outback Steakhouse is successful in part because it applies the principle that happy employees make happy customers, which result in happy shareholders.

Courtesy of Outback Steakhouse

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