HỌ VÀ TÊN

Đào Trọng Giang

Nguyễn Hồ Hoài Nam
Phạm Lê Phương Thảo
Đoàn Thảo Quỳnh My
Nguyễn Nam Phúc

SUMMARY

Values, Attitudes, and Moods and Emotions

Values, attitudes, and moods and emotions capture how managers experience their jobs as
individuals.

Values describe what managers are trying to achieve through work and how they think they
should behave.

Attitudes capture their thoughts and feelings about their specific jobs and organizations.

Moods and emotions encompass how managers actually feel when they are managing.

Values: Terminal and Instrumental

A terminal value is a personal conviction about lifelong goals or objectives. Terminal values
often lead to the formation of norms, which are unwritten, informal codes of conduct, such as
behaving honestly or courteously, that prescribe how people should act in particular situations
and that are considered important by most members of a group or an organization.

An instrumental value is a personal conviction about desired modes of conduct or ways of

behaving.

Terminal and instrumental values have an impact on what managers try to achieve in their
organizations and the kinds of behaviors they engage in.

The Rokeach Value Survey (RVS) is a values classification instrument. Developed by social

psychologist Milton Rokeach, the instrument is designed for rank-order scaling of 36 values,
including 18 terminal and 18 instrumental values. By rank ordering the terminal values from “1
(most important as a guiding principle in one’s life)” to “18 (least important as a guiding
principle in one’s life)” and then rank ordering the instrumental values from 1 to 18, people can
give good pictures of their value systems—what they are striving to achieve in life and how they
want to behave.

The terminal values in RVS are:

1. True Friendship
 2. Mature Love
3. Self-Respect
4. Happiness
5. Inner Harmony
6. Equality
7. Freedom
8. Pleasure
9. Social Recognition
10. Wisdom
11. Salvation
12. Family Security
13. National Security
14. A Sense of Accomplishment
15. A World of Beauty
16. A World at Peace
17. A Comfortable Life
18. An Exciting Life
The Instrumental Values are:

1. Cheerfulness
2. Ambition
3. Love
4. Cleanliness
5. Self-Control
6. Capability
7. Courage
8. Politeness
9. Honesty
10. Imagination
11. Independence
12. Intellect
13. Broad-Mindedness
14. Logic
15. Obedience
16. Helpfulness
17. Responsibility
18. Forgiveness

Managers’ value systems signify what managers as individuals are trying to accomplish and
become in their personal lives and at work. Thus, managers’ value systems are fundamental
guides to their behavior and efforts at planning, leading, organizing, and controlling.

Attitudes
An attitude is a collection of feelings and beliefs, and these attitudes affect how they approach
their jobs.

Two of the most important attitudes in this context are job satisfaction and organizational
commitment.

JOB SATISFACTION

Job satisfaction is the collection of feelings and beliefs that managers have about their current
jobs.

Managers who have high levels of job satisfaction generally like their jobs, feel they are fairly
treated, and believe their jobs have many desirable features or characteristics (such as interesting
work, good pay and job security, autonomy, or nice coworkers). Levels of job satisfaction tend to
increase as one moves up the hierarchy in an organization. Upper managers, in general, tend to
be more satisfied with their jobs than entry-level employees. Managers’ levels of job satisfaction
can range from very low to very high.

Some sources of job dissatisfaction: uninteresting work, lack of job security, incomes that have
not kept pace with inflation, having to spend more money on health insurance, compensation,
promotion policies, and bonuses.

In general, it is desirable for managers to be satisfied with their jobs, for at least two reasons:

 First, satisfied managers may be more likely to go the extra mile for their organizations or
perform organizational citizenship behaviors (OCBs)—behaviors that are not required
of organizational members but that contribute to and are necessary for organizational
efficiency, effectiveness, and competitive advantage.

 A second reason it is desirable for managers to be satisfied with their jobs is that satisfied
managers may be less likely to quit.

The workloads of remaining employees often increase dramatically as a result of restructuring,

downsizing and layoffs, and this can contribute to dissatisfaction.

Efforts to help layoff victim find new jobs can contribute to the job satisfaction of those who
survive the layoff.

ORGANIZATIONAL COMMITMENT

Organizational commitment is the collection of feelings and beliefs that managers have about
their organization as a whole.

Managers who are committed to their organizations believe in what their organizations are doing,
are proud of what these organizations stand for, and feel a high degree of loyalty toward their
organizations
Committed managers are more likely to go above and beyond the call of duty to help their
company and are less likely to quit.

Organizational commitment can be especially strong when employees and managers truly
believe in organizational values; it also leads to a strong organizational culture.

Organizational commitment is likely to help managers perform some of their figurehead and
spokesperson roles.

It is much easier for a manager to persuade others, both inside and outside the organization, of
the merits of what the organization has done and is seeking to accomplish if the manager truly
believes in and is committed to the organization.

Differences in the levels of job satisfaction and organizational commitment among man- agers in
different countries are likely because these managers have different kinds of opportunities and
rewards and because they face different economic, political, and sociocultural forces in their
organizations’ general environments.

Levels of organizational commitment from one country to another may depend on the extent to
which countries have legislation affecting firings and layoffs and the extent to which citizens of a
country are geographically mobile.

Moods and Emotions

A mood is a feeling or state of mind.

Positive mood: excited, enthusiastic, active, or elated.

Negative mood: distressed, fearful, scornful, hostile, jittery, or nervous.

People who are high on negative affectivity are especially likely to experience negative moods,
but not always, and people who are low on extraversion still experience positive moods.

People’s situations or circumstances also determine their moods.

Emotions are intense, relatively short-lived feelings.

One whatever has triggered the emotion has been dealt with, the feelings may linger in the form
of a less intense mood.

moods and emotions affect the behavior of managers and all members of an organization.

Example: the subordinates of managers who experience positive moods at work may perform at
somewhat higher levels and be less likely to resign and leave the organization than the
subordinates of managers who do not tend to be in a positive mood at work.
Under certain conditions creativity might be enhanced by positive moods, whereas under other
conditions negative moods might push people to work harder to come up with truly creative
ideas.

Both mood states have the potential to contribute to creativity in different ways.

Employees may be especially likely to be creative to the extent that they experience both mood
states (at different times) on the job and to the extent that the work environment is supportive of
creativity.

Other research suggests that moods and emotions may play an important role in ethical decision
making.

Example: researchers at Princeton University found that when people are trying to solve difficult
personal moral dilemmas, the parts of their brains that are responsible for emotions and moods
are especially active.

More generally, emotions and moods give managers and all employees important information
and signals about what is going on in the workplace:

Positive emotions and moods signal that things are going well and thus can lead to more
expansive, and even playful, thinking.

Negative emotions and moods signal that there are problems in need of attention and areas for
improvement. So when people are in negative moods, they tend to be more detail-oriented and
focused on the facts at hand.

Some studies suggest that critical thinking and devil’s advocacy may be promoted by a negative
mood, and sometimes especially accurate judgments may be made by managers in negative
moods.

Emotions can sometimes be the impetus for important changes in an organization.

Some managers and organizations are using emotions to prompt needed changes.

Managers and other members of an organization need to realize that how they feel affects how
they treat others and how others respond to them, including their subordinates.

Emotional Intelligence:
1. What is emotional intelligence?
- EI is ability to understand and manage one’s own moods and emotions and the moods
and emotions of other people.
2. Role of Emotional Intelligence In Management.
- When managers are facing the stress and having emotions such as fear or anxiety, EI lets
them understand why and manage these feelings so they do not get in the way of effective
decision making.
 - EI also helps managers perform their important role such as their interpersonal roles
(figurehead, leader, and liaison).
- Allowing managers to maintain their enthusiasm and confidence and energize
subordinates to help the organization attain its goals.
VALUES, ATTITUDES, EMOTIONSM AND CULTURE: THE MANAGER AS A
PERSON.
III/ORGANIZTIONAL CULTURE
Organizational culture The shared set of beliefs, expectations, values, norms, and work
routines
that influence how individuals, groups, and teams interact with one another and cooperate to
achieve organizational goals.
It also reflects members perform both in outside and inside.
A strong organizational culture exists only if members share intense commitment of values,
beliefs.
 Influence the way its members behave.
Take IDEO like an example organiztional culture, its employees are encouranged to adopt a
playful attitude, a flexible approach, multiple perspective. And on the contrary hand, employees
in Citibank are constrain by hierrarchy of athourity.
Managers and Organizational Culture
Managers play a particularly fundamental role in influencing organizational culture.
=>As a firms’s founders, these managers literally create their organizaitional cultures.
The founders’ personal characteristics play an important role in the creation of organizational
culture.

attraction– selection–attrition (ASA) framework A model that explains how personality may
influence organizational culture, posits that when founders hire employees for their new
ventures, they tend to be attracted to and choose employees whose personalities are similar to
their own. These similar employees are more likely to stay with the organization.
HOWEVER, too much similarity can impair organizational effectiveness. Like IDEO take
advantage of the diverse talents and perspectives that people with different personalities,
backgrounds, experiences, and education can bring to a design team.
=>IDEO design team not only include engineers but also anthropologists, communications
experts, doctors, and users of a product.

In addition to personality, other personal characteristics of managers shape organizational

culture; these include managers’ values, attitudes, moods and emotions, and emotional
intelligence. example, both terminal and instrumental values of managers play a role in
determining organizational culture.
For example, managers who highly value being helpful and forgiving might not only
tolerate mistakes but also emphasize the importance of being king and helpful.

THE ROLE OF VALUES AND NORMS IN ORGANIZATIONAL CULTURE.

In addition to values, shared norms also are a key aspect of organizational culture.
Managers of different kinds of organizations deliberately cultivate and develop the
organizational values and norms that are best suited to their task and general environments,
strategy, or technology.
For instance, Microsoft and Google encourage employees to adopt such values to support
their commitment to innovation as a source of competitive advantage.

Factors That Maintain and Transmit Organizational Culture

1/Values of the founder

Founders’ values inspire the founders to start their own companies and, in turn, drive the nature
of these new companies and their defining characteristics. Subordinates imitate the style of the
founder and, in turn, transmit their values and norms to their subordinates. Gradually, over time,
the founder’s values and norms permeate the organization.
For exmaple, McDonald’s founder Ray Kroc insisted from the beginning on high standards of
customer service and cleanliness at McDonald’s restaurants; these became core sources of
McDonald’s
competitive advantage.
2/Socialization
Organizational socialization The process by which newcomers learn an organization’s values and
norms and acquire the work behaviors necessary to perform jobs effectively.
At Texas A&M University, for example, new students are encouraged to learn about the
ceremonies, how to behave both in football games and in class, etc.
=>They have been socialized into what Texas A&M student is supposed to do.
3/Ceremonies and rites
Formal events that recognize incidents of importance to the organization as a whole and
to specific employees. (definition)
organizations use to transmit cultural norms and values to their members are rites of passage, of
integration, and of enhancement.
Rites of passage determine how individuals enter, advance within, and leave the organization.
Rites of integration, such as shared announcements of organizational successes, office parties,
and company cookouts, build and reinforce common bonds among organizational members. A
company’s annual meeting also may be used as a ritual of integration, offering an opportunity to
communicate organizational values to managers, other employees, and shareholders
Rites of enhancement, such as awards dinners, newspaper releases, and employee promotions, let
organizations publicly recognize and reward employees’ contributions and thus strengthen their
commitment to organizational values.
Stories and language also communicate organizational culture. Stories (whether fact or fiction)
about organizational heroes and villains and their actions provide important clues about values
and norms
4/ Culture and Managerial Action
the same culture shapes and controls the behavior of all employees, including managers
themselves. For example, culture influences how managers perform their four main functions:
planning, organizing,
leading, and controlling.
Planning: Top managers in an organization with an innovative culture are likely to
encourage lower-level managers to participate in the planning process and develop a
flexible approach to planning.
Organizing:
An innovative culture A conservative culture
Structure Few levels in hiearchy Authority is decentralized
Advatages Suitable for product team Employees know how to
handle with problem
Leading:
An innovative An conservative culture
Leadership style Encouraging employees to Employees are follow
take risk and experiment
Controlling:
Managers who want to encourage risk taking, creativity, and innovation recognize that
there are multiple potential paths to success and that failure must be accepted for
creativity to thrive.
Managers in innovative cultures are also more concerned about long-term performance.

In contrast, managers in cultures that emphasize caution and maintenance of the status
quo often set specific, difficult goals for employees, frequently monitor progress
toward these goals, and develop a clear set of rules.
The values and norms of an organization’s culture strongly affect the way managers
perform their management functions. The