Workplace values ethics and emotions
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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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Workplace values ethics and emotions

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

  • 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

  • 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

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

Emotional Episodes

Behavioral

Intentions

Behavior

Model of Attitudes and Behavior

Feelings

Attitude


Emotional labor defined

Emotional Labor Defined

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


Emotional labor issues

Emotional Labor Issues

  • 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

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

Self-

Awareness

Emotional

Intelligence

Social

Skill

Self-

Regulation

Empathy

Self-

Motivation


Job satisfaction and behavior

Job Satisfaction and Behavior

  • 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

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

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

  • 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

  • Maintain fairness and satisfaction

  • Provide some job security

  • Support organizational comprehension

  • Involve employees in decisions

  • Build trust


Workplace values ethics and emotions

4

C H A P T E R

Workplace, Values, Ethics, and Emotions


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