Attitudes & Emotions

Attitudes & Emotions Alyssa Corral Dustin Daniels Tanner Gibson Kelly Hill

Introduction • Every workplace and business experience a variety of attitudes and emotions. These attitudes and emotions can be those of managers, employees, and customers. There are endless amounts of attitudes and emotions, positivity is most preferred, but a lot of the time we see negativity in the workplace. • http://www.youtube.com/watch?v=2AB9zPfXqQQ

Definitions • Attitudes - manner, disposition, feeling, position, etc., with regard to a person or thing; tendency or orientation, especially of the mind: a negative attitude; group attitudes. • Emotions - an affective state of consciousness in which joy, sorrow, fear, hate, or the like, is experienced, as distinguished from cognitive and volitional states of consciousness.

Managers • Meridith Powell, a business owner and a business development expert says that networking is about connection, and that people do business with you because they think that your product is valuable and they like you because you’re honest with them. Once you find people that you can trust and have a relationship with is when you hire them into your company. • This information that Meridith Powell gives shows that managers play a big role in finding trustworthy people to bring into their company. People with honesty and trust are major assets to a business and can bring positivity to the company as well.

Managers • The reason it is so important to hire good employees is that they directly reflect your organization and you want that image to be a positive one to keep them coming back. According to the applied behavioral science any service encounter perception is reality. That is, what really matters is how the customer interprets their encounter with the employee. Behavioral science can help managers understand how people react to the sequence of events, the duration of events, and how they rationalize experiences after they occur (Business School Press).

Employees • “A landmark study finds that employees' emotions about work can adversely affect organizational success” (Kumar).

Employees • Interview of Judy Hill, Human Resource Generalist of Adams Memorial Hospital

Employees • In the source from Sujeet Kumar we found their views on issues that cause negativity (Kumar).

Customers • An article from July of 2012 in “Good Business” it says that a study done in Harvard Business Review estimates that American businesses lose 50 percent of their customer base every 5 years, and that existing customers spend 67 percent more compared to new customers The same study also found that a full 82 percent of customers who stop frequenting a business do so because of the customer service they received, as well as ‘not being understood’ by the business.

Customers • Reaching out to customers of different generations • Traditionalists – before 1946 • Baby Boomers – 1946-1964 • Generation Xers – 1965-1981 • Millenials – 1982-2000

Workplace • Workplace motivation is what leads employees to accomplishing new goals in the workplace (Forster, 3, 2005). • “ If you want to be motivated to do a good job, give them a good job to do.” (Forster, 2, 2005) • http://www.youtube.com/watch?v=5D11e424M_Q

Workplace • How bad attitudes affect • Customers • Co-Workers

Conclusion • As you can see attitudes and emotions are key factors in every element of the working environment. attitudes and emotions of the workplace relies on the managers and employees to work together to create a good workplace environment.

Question 1 • What is networking about? • A) Isolation • B) Connection • C) Purchasing

Answer • B) Connection

Question 2 • Why is it so important to hire good employees? • A) They directly reflect your organization • B) • C)

Answer • A) They directly reflect your organization

Question 3 • Can employees' emotions about work adversely affect organizational success? • A) True • B) False

Answer • A) True

Question 4 • The Harvard Business Review says that American businesses loose what percentage of their customer base every 5 years? • A) 15% • B) 95% • C) 50%

Answer • C) 50%

Question 5 • What leads employees wanting to accomplishing new goals in the workplace? • A) Workplace Motivation • B) They see a dirty spot • C) They are told to

Answer • A) Workplace Motivation

References • Business School Press, Harvard. (2002). Harvard business review on customer relationship management. [Books24x7 version]. • Forster, N. (2005). Employee Motivation, Empowerment & Performance. Maximum Performance. 4. • Hill, J. (2012, November 24). Interview by K Hill [Personal Interview]. Employee attitudes and emotions., Decatur, IN. • Kumar, S. (n.d.). Employees' attitudes is key to effective organization. Retrieved from http://www.citehr.com/2336-employees-attitudes-key-effective organization.html • Lockwood, L Catering To The Ever-Demanding Customer (2012) WWD: Women's Wear Daily, 204(86), 10 • Powell, Meridith. (July 30, 2012). Making Your Networking Count! [Web log post]. Retrieved from http://www. http://womenadvisorforum.ning.com/profiles/blogs/make your networking-count-relationship-first-business-second. • States, K (2012) Four ways to fight back and help avoid the angry customer Inside Tucson Business, 21(58), 10

Attitudes & Emotions