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Running head: Week 8 Assignment

Week 8 Assignment

Danny Fernandez

Montreat College

BUSN 5817
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Week 8 Assignment

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Employee dissatisfaction is a good reason for concern for many reasons. When an

employee is dissatisfied, it could lead to poor work and an even worse attitude in the workplace.

Dissatisfaction of the workplace could be caused by many things such as a heavy workload,

conflict between colleagues, lack of promotion in salary, or even lack of interest. There are many

responses as well that and employee could give out such as the exit response which ultimately

leads to “dissatisfaction express through behavior directed towards leaving the organization”

(Robbin, 2019, p.91). There has been a lot of research done on how a happy employee is

generally more productive at work and they go above and beyond what they must do. Happier

employees usually improve their skills throughout time much quicker than those who are

unhappy.

Like I mentioned before a happy employee is usually more productive and productivity

is known to allow employees to start thinking more creative and find new ideas for their work. I

will say that most employees that are happy are often very good at balancing their professional

life and personal life. They do a great job of having positive people in their lives. “positivity at

the workplace is described in terms of employees feeling of optimism, confidence and hope and

has been linked to various individual, team and organizational outcomes” (Shahid, 2019, para.

12). Positive vibes from coworkers and leaders will help employees remove any stress because

of all the happy people there to round at work. How many negative outcomes of job satisfaction

such as the “exit response” I mentioned earlier? A dissatisfied employee will end up leaving no

matter what and that will hurt the organization.

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The five main job characteristics or skill variety, task identity, task significance,

autonomy, and feedback. Drain Flow is currently having a tough time with their job design and it

is affecting their employee’s behavior. The lack of knowledge and coordination amongst their

employees is severely hurting their earnings and customer satisfaction. Job design which is

defined as “the way the elements in a job are organized” (Robbin, 2019, p.255). Has not been

working in Drain Flows favor. Their employees are not motivated anymore and some of the

plumbers’ contributions have been subpar due to the company assigning the wrong individual for

the job. They often send a plumber’s assistant to do a highly skilled job and he then has to

reschedule so that a plumber could come and get it done. It’s a work in reaching strategies and

rotating the job responsibilities would be a great way to help employees feel more satisfied with

their work. This will allow employees to do their tasks much happier. I would also suggest

plumbers take in the feedback because when a job is done, they usually collect really good

feedback from the customers and because of that they will feel the importance of their job and be

recognized for it.

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I have always been an advocate for the cash reward system. Whether people like to

believe it or not, they love money. The Cash reward System is a process that has been suggested

by many people in order to avoid employee dissatisfaction. The case unfortunately doesn’t say

when the right time to give it will be for example is it weekly or monthly. I would suggest the

billing representatives be involved in the cash reward to define the workers performance. A good

suggestion would be a survey system arranged by the representatives so that the plumbers and

plumber’s assistance could get positive feedback. For every positive feedback they get, they get a
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specific amount, and it complains are made then points are deducted. Cash reward system could

work great if it is designed like that. Write it down and put it in all your employees’ desks and

company vehicles so they know what the requirements are. The more they see the requirements

and what rewards they can get the more willing they are to leave any negative thoughts outside

their job site.

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I’m thinking of financial incentives in a program we can think of advantages to it as well

as disadvantages. To start we can understand that a financial incentive usually motivate action

which in other ways may not occur. Money gets people excited to work harder. Employees are

usually highly motivated and show more interest at work when there is a financial incentive.

Normally these financial incentives are given out based on a desired goal this case they will be

giving out based on customer satisfaction and successful calls completed. From my

understanding organizations that use financial incentives achieve a better result than those who

don’t. I am also an advocate for competitiveness between employees and a job who has financial

incentives will push their employees to work above and beyond.

With that being said there are also some problems we can talk about when implementing

financial incentives in your organization. Certain organizations financial incentives are only

designed for the upper management and top of the level employees. Lower-level employees will

see this and not want to work hard at all because they will not be getting anything for it. Another

problem could be companies who base their salary purely on performance. This will

unfortunately drive productivity down as employees will not do anything until finding what the

benefit of it is.
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To start this specific plan to assess whether the reward system is working must have a

collection of data using employee surveys and company performance. This would include

specific questionnaires I can be prepared for an employee survey, employees’ behavior and

performance assessment, feedback from managers and customers and how the Company has

been performing after starting the reward system. I will then analyze the data collected from

these sources and lastly review our reward system success and see what needs to be changed.

`There are several dependent variables that should change if the reward system works. If it does

in fact work than a variable that could change would be employee productivity. I would also

suggest the motivation level and the measure of employee’s job satisfaction could also change.

Lastly measuring success could happen in several different ways. I would be looking for things

like an increase in productivity, motivation all levels in our employees, sales growth, and most

importantly job and customer satisfaction. If everything is checking out to be a success, then I

know the reward program has been working.

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The hiring process to find better suited people for these jobs should always start with a

job interview. I personally think the job interview should be more standardized within each job

category because this will allow the firm to get a better understanding of each and every

candidate. I would also suggest a candidate must have the capability to perform all the tasks

required and even if he or she can, and they should all go through a training session. The session

could cover anything within the job and even basic knowledge which would have helped in

Drain Flows situation. I would also think that a personality test should be mandatory in the hiring
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process. This will allow the manager to get a better understanding of how certain employees will

behave in situations. This helps the manager and figuring out ways to get the best out of you.

It’s hard to pick one of the big five personality traits that would be useful for customer

service responsibilities and emotional labor because I do feel that they are all very important and

useful. For customer service responsibilities I can see extraversion as the one that would be the

most useful. Extraversion is defined as “a personality dimensions describing someone who is

sociable, gregarious, and assertive” (Robbin, 2019, p.147). It is also said it “includes interacting

with, and listening to subordinate, peers, managers, executive, customers, and vendors”

Lounsbury, 2016, para. 13). This is all very important because customer service usually interacts

with customers who are constantly in the need to know something. They are looking at you to

have a solution for any issue they may have and someone who is sociable will be great at that.

I can see extroversion as a useful personality trait for emotional labor as well. Emotional

labor will need someone you can express themselves and know how to deal with customers.

They may have to deal with them through the phone or an actual job appointment and knowing

how to talk to them helps a lot. I would also like to add that another big five factor that is useful

for emotional labor is emotional stability. Emotional stability is defined as “a personality

dimension that characterizes someone is calm, self-confident: (Robbin, 2019, p.147). An

employee who possesses these two traits will have a fun time at work and usually will keep a

positive mindset in regards to the performance and understand how they can contribute to the

organization.
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Reference:

Lounsbury, J. W., Sundstrom, E. D., Gibson, L. W., Loveland, J. M., & Drost, A. W. (2016). Core
personality traits of managers. Journal of Managerial Psychology,  31(2), 434-450.
doi:http://dx.doi.org/10.1108/JMP-03-2014-0092

Robbins, S. P., & Judge, T. (2019). Organizational behavior. Pearson Education. 

Shahid, S., & Muchiri, M. K. (2019). Positivity at the workplace: Conceptualising the relationships
between authentic leadership, psychological capital, organisational virtuousness, thriving and job
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Week 8 Assignment
performance. International Journal of Organizational Analysis, 27(3), 494-523.
doi:http://dx.doi.org/10.1108/IJOA-05-2017-1167