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