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Emotions
Psychological, behavioral, and physiological episodes experienced toward an object, person, or event that create a state of readiness.
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Attitude
A cluster of beliefs and feelings that result in a potential behavioral intention, or likelihood to act in a given way (e.g., positive attitude toward work)
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Creating Positive Work Environments
9 of 10 employees maintain they're more productive in a positive work environment.
Successful companies actively create more positive than negative emotional episodes.
Research indicates that those organizations with greater employee engagement also have higher profitability, quality and customer service.
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Cognitive Dissonance
A state of disharmony or anxiety created when 2 or more cognitions/beliefs/thoughts/perceptions are inconsistent or dissonant with one another.
We deal with the dissonance/anxiety by rationalizing our behavior through elevating desired beliefs and downgrading undesirable ones (e.g., how do smokers justify their habit to themselves?)
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Emotional Intelligence (EI)
Ability to perceive and express emotion, within ourselves and others.
- Emotional intelligence is a set of competencies.
- EI can be learned, especially through coaching.
- EI often increases with age + experience.
- Emotional Intelligence - 4 Dimensions
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Job Satisfaction
A person's evaluation of his or her job and work context.
A collection of attitudes are specific facets of the job.
Satisfaction + engagement can be different dynamics.
Happy workers often more productive.
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Gallup Q12
Gallup Q12 uses 12 statements to gauge how engaged or committed an employee is.
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Great Place to Work survey
Great Place to Work (GPTW) survey uses 56 statements to gauge satisfaction + engagement, which are broken down into 5 dimensions. credibility, respect, fairness, pride + camaraderie.
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Job Satisfaction and Customers
Job satisfaction increases customer satisfaction and profitability because:
- - Job satisfaction affects mood, leading to positive behaviors toward customers.
- - Less employee turnover, resulting in more consistent and familiar service.
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Organizational Commitment
Emotional attachment to, identification with, and involvement in an organization.
Belief that staying with the organization serves your personal interests.
Strong relationship with engagement.
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Psychological Contract
Beliefs about reciprocal agreements and mutual obligations between two parties (including company-employee).
- Psychological Contracts vary across cultures.
- - Employees in Sweden expect more involvement in workplace decisions.
- Psychological Contracts vary across generations.
- - Baby boomers - believe loyalty enhances job security.
- - Gen-X/Gen-Y - assumes adding value = job security.
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