Keywords: Attitude, Service-oriented business, Organisational performance
Introduction:
To promote organizational performance and reduce employees’ grievances, manages need to study employees’ attitude. This can be applied in any business endeavour where human beings are the ones providing relevant services to others; just as it is critical for parents, children, friends, colleagues, etc. to understand their individual and collective behaviours to foster health and progressive relationships. By respecting employees’ dignity and being mindful of their interests (likes and dislikes, etc.), management can change the attitude of her workers for better productivity.
Definitions
Employee attitude can be defined as that positive or negative display of motivation, being shown by the employees from time to time. This display (attitude) can be towards the individual’s job responsibilities, business products and services, coworkers and managements, and the entire organization at large.
It is a term used to describe an individual’s disposition or outlook towards their job, workplace, colleagues, workload, and overall work environment. It can include their level of job satisfaction, commitment, motivation, and their behavior towards their duties and responsibilities. A positive attitude towards work can result in high productivity, job performance, and job satisfaction, while negative attitudes can lead to low morale, decreased productivity, and job dissatisfaction.
What’s service-oriented business?
Service-oriented business is a type of business that provides intangible services to customers rather than physical products. These businesses typically offer services such as consulting, education, healthcare, hospitality, transportation, and personal services. The focus of service-oriented businesses is on meeting the needs and expectations of customers, which requires a high level of customer service and personalized attention. Examples of service-oriented businesses include hotels, restaurants, healthcare providers, financial advisors, and consulting firms
Organisational performance refers to how effectively and efficiently an organization meets its goals and objectives. It is the measurement of the success or failure of an organization to achieve its desired outcomes, which may include financial profitability, productivity, customer satisfaction, employee engagement, and other indicators of success. Organizational performance can be measured quantitatively through metrics such as revenue growth, profit margins, customer retention rates, and employee turnover, as well as qualitatively through surveys, assessments, and reviews. It is a reflection of the overall health and vitality of the organization and its ability to adapt and thrive in a constantly changing environment.
Unwritten expectation
It is expected that every management would instill the best work attitude in their staff. One of the reasons is that unmanaged attitude can cause a disagreement or a dispute in the business sector towards products and services. A company behaviour is just a constituent of the behaviours of all the employees in that organisation and as such; her success or failure lies on the behavior the employees or workers portray in the business. Acknowledging and rewarding employees for their accomplishments, as well as encouraging them to put in their best, in their various positions, have always been found to be very useful in modulation employees’ behaviours in the workplace. It is also expected that while encouraging good and productive behaviours, bad and inappropriate behaviours should be address promptly. Management is encouraged to be specific about any odd behavior they are addressing; in other to avoid elusiveness or ambiguity about the subject matter. In addressing attitudinal challenges among employees, clarity of the impact of odd behaviours needs to be communicated to the affected employees. This would help to strengthen the right attitude and help them maintain stability at workplace. Note that happy employees are more likely to be more productive and make communication easy.
Approaches to effective management of employees’ attitude in the workplace.
There are several approaches to managing employees’ attitude in the workplace.
There are several approaches to managing employees’ attitudes in the workplace. Some of them are:
- Clear communication: Effective communication is important to manage employees’ attitudes in the workplace. Managers need to communicate expectations clearly to employees, listen to their concerns, and provide regular feedback.
- Employee recognition: Recognizing the work of employees can help boost motivation and build positive attitudes. It can be done through bonuses, incentives, or even simple public appreciation.
- Training and development: Providing employees with opportunities to grow and develop their skills can improve their attitude towards work. It shows that the organization cares about the career development of its employees.
- Creating a positive work culture: Fostering a positive work culture can help employees feel more engaged and connected to their work. This can be achieved through team-building activities, social events, and open communication.
- Addressing negative behaviour: Managers should address negative behaviour immediately to prevent it from spreading and damaging the workplace culture. It is important to address concerns in a constructive and respectful manner.
- Providing a comfortable workplace: Creating a comfortable work environment can improve employees’ productivity and attitude towards work. It is important to provide comfortable seating, proper lighting, and a clean workspace.
Why it is important to manage employees’ attitude in the workplace
The followings are some of the reasons why it is important to manage employees’ attitude in the workplace:
- Positive attitude creates a positive work environment, which boosts employees’ morale and productivity levels.
- Negative attitude can affect an employee’s work performance, as well as other colleagues’ attitudes and work productivity.
- An employee’s attitude can affect how they interact with customers, clients and other stakeholders, which can ultimately affect the company’s reputation.
- A manager who actively manages employee attitudes can help identify potential issues early on and work towards a resolution before they escalate.
- Managing employee attitudes can lead to increased employee retention rates and decrease the likelihood of turnover.
- A positive work environment can foster a culture of collaboration, creativity and innovation, leading to better business outcomes.
Conclusion:
Managing employees’ attitude is extremely important in service-oriented businesses because the way employees behave and interact with customers can have a significant impact on the customers’ perception of the company and their overall satisfaction with the service they receive. A positive and friendly attitude from employees can help create a welcoming and comfortable atmosphere for customers, which can lead to increased loyalty and repeat business. Conversely, negative or unfriendly attitudes can drive customers away and damage the company’s reputation. Additionally, employees with positive attitudes are more likely to go above and beyond for customers, leading to better outcomes and increased customer satisfaction. Overall, managing employees’ attitudes is essential to creating a positive customer experience and achieving success in service-oriented businesses.
Further Readings:
https://makrifatbusiness.org/2023/03/18/why-culture-is-important/
