Psychology

1. Psychology Sayen MaximeEmond NicolasHenry Paul EdouardFremaux Louis Leclercq Romain Gall Alain Birolini Jérôme

2. Introduction • Presentation of American Express • Presentation of Organizational Behavior (OB) • Why did they choose the OB’s solution ?

3. Emphasis on social conditions • Problem : AmEx’s employees are not experienced enough with emotions. • “We’re introducing people to a whole new language” Darryl Grigg, a psychologist. • Solution : Training sessions on emotional competence

4. Development of good working relationships • Creation of a new kind of job inside AmEx  Relationship Manager  Goals of the job • AmEx organizes meeting for its employees • Policy of continual education to enhance the employees’ way of working in team : • Self-awareness, • Self-control, • Reframing.

5. How to reduce stress inside AmEx ? • Source of stress: the role ambiguity • Learning is very important inside AmEx • Nearly 15% of U.S. workers are experiencing enough stress over financial worries • E.g. : the training called Focus on Coping Under Stress.

6. Maslow theory for AmEx Higher-order needs -Day and evening shifts available-Metro pass bus discount program -Ride as much as you want for a monthly flat fee of $25 -Competitive wages -23-33 paid days off - depending on position -Tuition rembursement Self-actualization needs Esteem needs -Annual bonus plan-Stock ownership, and profit sharing plans-Paid training Social needs Safety needs Physiological needs Lower-order needs - Health, dental, and vision care coverage

7. How is AmEx implementing diversity in hiring ? • The program (benefits, employees training...) • Transparency in hiring • Respect of diversity

8. The AmEx’s organization • Large organization • Extremely hierarchy company • Attempt to streamline

9. Benefits of a streamlined organization for AmEx

10. Summary of AmEx’s OB practices • Before • Rigorous and structured environment • Hierarchical environment • Now (in course of improvement) • Participative • Lot of teamworks • Team philosophy (and not group) • Getting through the bureaucracy • Understand the specific culture and kind of work

11. Summary of AmEx’s OB practices (2) Fringe benefits : • Health care • Saving and retirement • Life and disability insurance • Annual bonus plan • Metro pass bus discount program ride

12. Conclusion • Individuals • Learning as a key value • Fringe advantages… • Self actualization

13. Conclusion (2) • Group • Diversity • Eficiency • Organization • From a pyramidal to a flat structure

14. Sources • www.americanexpress.com • Course « Psychology » with Boris Porkovich • « Managing behavior in organizations », by Jerald Greenberg.

15. Thank you Any questions …