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
•
• THANK YOU
