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4. C H A P T E R. Workplace, Values, Ethics, and Emotions. Values and Ethics at The Warehouse.

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4

C H A P T E R

Workplace, Values, Ethics, and Emotions


Values and ethics at the warehouse
Values and Ethics at The Warehouse

The Warehouse in New Zealand is one of the world’s top discount retailers because of its social responsibility practices and “people first” values. “We have discovered that our policies of putting team members first … enables [them] to put the customers first and to provide exceptional service,” explains founder Stephen Tindall.

Courtesy of The Warehouse


Values defined
Values Defined

  • Stable, long-lasting beliefs about what is important

  • Define right or wrong, good or bad

  • Include cross-cultural, ethical, and organizational culture values

Courtesy of The Warehouse


Forms of workplace values
Forms of Workplace Values

Terminal vs. Instrumental

  • Terminal are desired states of existence

  • Instrumental are desirable modes of behavior

    Espoused vs.Enacted

  • Espoused are values we want others to believe we hold

  • Enacted are values-in-use, what we actually practice

Courtesy of The Warehouse


Importance of values at work
Importance of Values at Work

Globalization

  • Increasing awareness of and sensitivity to different values across cultures

    Replacing Direct Supervision

  • Potentially aligns employees’ decisions and actions with corporate goals

    Demand for Ethical Practices

  • increasing pressure to engage in ethical practices

Courtesy of The Warehouse


Individualism collectivism
Individualism- Collectivism

Individualism

Collectivists tend to:

1. Identify themselves by group membership

2. Give priority of group goals

3. Put more emphasis on harmonious relationships

4. Have more socially-based emotions (indebtedness)

UnitedStates

Germany

Japan

China

Collectivism


Power distance
Power Distance

High Power Distance

The degree that people accept an unequal distribution of power in society

Malaysia

France

Japan

United

States

Germany

Low Power Distance


Uncertainty avoidance

The degree that people tolerate ambiguity (low U.A.) or feel threatened by ambiguity and uncertainty (high U.A.).

Uncertainty Avoidance

High U. A.

Japan

Germany

United

States

Singapore

Low U. A.


Achievement nurturing

The degree that people value assertiveness, competitiveness, and materialism (achievement) versus relationships and well-being of others (nurturing)

Achievement-Nurturing

Achievement

Japan

United

States

South

Korea

Sweden

Nurturing


Long short term orientation

The degree that people value thrift, savings, and persistence (long-term) versus past and present issues (short-term).

Long/Short-Term Orientation

Long-Term Orientation

China

Japan

Netherlands

United

States

Russia

Short-Term Orientation


Three ethical principles
Three Ethical Principles persistence (long-term) versus past and present issues (short-term).

  • Utilitarianism

    • Greatest good for greatest number

  • Individual Rights

    • Fundamental entitlements in society

  • Distributive Justice

    • Inequality must have equal access

    • Inequality must benefit the least well off


Influences on ethical conduct
Influences on Ethical Conduct persistence (long-term) versus past and present issues (short-term).

  • Moral intensity

    • Degree that issue demands ethical principles

  • Ethical sensitivity

    • Ability to recognize the presence and determine the relative importance of an ethical issue

  • Situational influences

    • Competitive pressures and other conditions affect ethical behavior


Emotions defined
Emotions Defined persistence (long-term) versus past and present issues (short-term).

Feelings experienced toward an object, person, or event that create a state of readiness

  • Emotions demand attention and interrupt our train of thought

  • Emotions are directed toward something


Model of attitudes and behavior

Beliefs persistence (long-term) versus past and present issues (short-term).

Emotional Episodes

Behavioral

Intentions

Behavior

Model of Attitudes and Behavior

Feelings

Attitude


Emotional labor defined
Emotional Labor Defined persistence (long-term) versus past and present issues (short-term).

The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions


Emotional labor issues
Emotional Labor Issues persistence (long-term) versus past and present issues (short-term).

  • True emotions leak out -- especially with low emotional adaptability

  • Emotional dissonance causes stress

  • Display norms vary across cultures


Emotional intelligence at va medical
Emotional Intelligence at VA Medical persistence (long-term) versus past and present issues (short-term).

Medical professionals at Jerry L. Pettis Memorial VA Medical Center in Loma Linda, California attend special classes where they receive their personal emotional intelligence profile and learn to improve their EQ.

Courtesy of Jerry L. Pettis Memorial VA Medical Center


Emotional intelligence dimensions
Emotional Intelligence Dimensions persistence (long-term) versus past and present issues (short-term).

Self-

Awareness

Emotional

Intelligence

Social

Skill

Self-

Regulation

Empathy

Self-

Motivation


Job satisfaction and behavior
Job Satisfaction and Behavior persistence (long-term) versus past and present issues (short-term).

  • Job satisfaction reduces turnover, absenteeism, theft

  • Weak association with job performance because:

    1. General attitude is a poor predictor of specific behaviors

    2. Performance affects satisfaction through rewards


Job satisfaction and customers
Job Satisfaction and Customers persistence (long-term) versus past and present issues (short-term).

Ipswitch founder and CEO Roger Greene (center) has taken all 130 employees on a four-day cruise in the Bahamas. He believes that keeping employees happy will keep customers happy.

J. Wilcox, Boston Globe


Employee customer profit chain

Satisfied persistence (long-term) versus past and present issues (short-term).

Employees

• Less

turnover

• Consistent

service

• Satisfied

customers

• Customer

referrals

Customer’s

Perceived

Value

Higher

Revenue Growth and Profits

Employee-Customer-Profit Chain

Org.

Practices


Organizational commitment
Organizational Commitment persistence (long-term) versus past and present issues (short-term).

  • Affective commitment

    • Emotional attachment to, identification with, and involvement in an organization

  • Continuance commitment

    • Belief that staying with the organization serves your personal interests


Building organizational commitment
Building Organizational Commitment persistence (long-term) versus past and present issues (short-term).

  • Maintain fairness and satisfaction

  • Provide some job security

  • Support organizational comprehension

  • Involve employees in decisions

  • Build trust


4 persistence (long-term) versus past and present issues (short-term).

C H A P T E R

Workplace, Values, Ethics, and Emotions


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