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Importance of effective communication in an organisation
Importance of communication in organisation
Importance of effective communication in an organisation
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A cozy and intimate competitor of stores such as Whole Foods and Dean and DeLuca, Trader Joe’s has a dedication to not only customer satisfaction, but employee satisfaction as well. In order to achieve both customer and employee satisfaction, Trader Joe’s has utilized tools such as paying particular attention to the wording of job descriptions and the traits of those that they recruit. By utilizing the four functions of the management process, Trader Joes’ is able to develop its employees to meet established organizational goals. While meeting these goals, it is especially important that the four competencies of emotional intelligence is used to not only manage relationships but increase the competitive edge of the company as well.
Job Satisfaction
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& Performance Trader Joe’s positive work environment is cultivated within the organization. With an excellent human resource incentive package, opportunity for personal and professional development at Trader Joe’s University, and recruiting personnel that not only have retail experience but many often over looked soft skills, Trader Joe’s philosophy is to nurture these customer oriented employees. While Trader Joe’s has been on target with their current methods of promoting job satisfaction and performance, there is always room for improvement. According to Forbes, there are seven ways to increase employee satisfaction without giving a raise which is great because Trader Joe employees are already making considerably more than their counterparts at other competitor chain grocers. The seven ways to increase employee satisfaction are: long term focus, local leadership, continuous communication, collaboration, opportunity or development, speed & agility, and consistent values (Folkman, 2013). The three ways that I believe that Trader Joe’s would greatly be able to increase job satisfaction and performance are opportunity for development, providing formal training as well as on-the-job training to foster new skills and capabilities; local leadership, to receive and assess current satisfaction to find opportunities for improvement; and continuous communication, to share pertinent information as well as communicate current situations and efforts for improvement (Folkman, 2013). Trader Joe’s Management Process Expected managerial functions are planning, setting goals and objectives; organizing, arranging systems and resources; leading, instill enthusiasm and motivating others; and controlling, monitoring performance and making corrections (Schermerhorn, Osborn, Uhl-Bien, & Hunt, 2012). Planning Trader Joe’s utilizes the planning step of the management process in their recruiting and hiring processes. By searching for employees with certain characteristics such as being ambitious and having a strong sense of values to go along with possible retail experience, Trader Joe’s is able to set performance objectives by hiring people that are capable of meeting those expectations. Organizing Unlike its competitors, Trader Joe’s stores carry almost 4000 products (Schermerhorn, Osborn, Uhl-Bien, & Hunt, 2012).
By arranging the amount of resources as such, employees are able to have a valuable familiarity that are helpful and promote a culture of product knowledge and involvement with the customer that aids in accomplishing goals and the companies organizational objectives (Schermerhorn et al, 2012).
Leading
To instill enthusiasm and motivate employees to work hard while maintaining interpersonal relations, Trader Joe’s compensates its employees at a higher rate than their counterparts at competitor chains, promote personal and professional development at Trader Joe’s University, and offers an incentive program consisting of paid vacation and employee discounts (Schermerhorn et al, 2012).
Controlling
By enrolling future leaders in Trader Joe’s University, employees are taught to run the stores according to customer and employer expectations by monitoring performance and making corrections (Schermerhorn et al, 2012).
Use of EI
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Competencies Organizational Behavior defines emotional intelligence as “an ability to understand emotions and manage relationships effectively (Schermerhorn et al, 2012).
There are four key competencies of emotional intelligence: self-awareness, understanding one’s own emotions and their implications; social awareness, understanding other people’s emotions and the impact that they may have; self-management, controlling one’s own emotions and not acting before thinking; and relationship management, using emotions to establish and maintain relationships (Schermerhorn et al, 2012). It is important that employers actively participate and exhibit self-awareness and self-management as a role model and example to their employees. Employers could utilize informal counselling sessions with employees or anonymous detailed climate surveys, social awareness, to see exactly what strengths and weaknesses are present within the workplace. Using the data obtained from these informal counselling sessions and detailed climate surveys, relationship management, employers are provided the tools to not only make corrections, but make improvements and cultivate relationships that not only promote a healthy workplace environment but a successful workplace environment. These suggestions also fall in line with the Four Branch Model of Emotional Intelligence: perception, facilitation, understanding, and management (Mayer & Caruso, 2002). More specifically, the suggested methods for managers to effectively
manage employee relationships encompass sensing, attending to, assessing the implications, and encouraging emotional openness within the organization (Mayer & Caruso, 2002). The utilization of emotional intelligence to strengthen relationships within the company allows the focus to be on increasing the competitive edge of the organization and taken off of correcting internal complications reducing effectiveness and efficiency. Increase Competitiveness While Trader Joe’s current philosophies and concepts have already made the business successful, there are leadership practices that could be implemented to increase the competitive edge of the organization. In order to increase the organization’ competitive edge, I would recommend that Trader Joe’s adopts the following leadership practices: • Utilizing concepts of exemplary leadership. • Identify and minimize communicative barriers. • Phasing out and getting rid of outdated leadership practices while adopting the new paradigm of leadership. According to the Meridian Leadership Institute, there are five practices of exemplary leadership (Meridian Leadership Institute, 2013). The five practices of exemplary leadership are model the way, inspire a vison, challenge the process, enable others to act, and encourage the heart (Meridian Leadership Institute, 2013). Using these practices not only results in quality management, but with the ripple effect, should result in quality performance by employees. An organization can only do as well as employees allow it. The only way to ensure quality performance of leader and employees is to identify and minimize communicative barriers. The Business Communication has identified organizational barriers, negative climate or filtering; individual barriers, fear or perceptual differences; semantic barriers, variation in the meaning of words or symbols that may cause confusion; and other barriers such as information overload or role differences (Business Communication, 2013). For the first two practices to be successful, it is important the outdated methods of leadership is replaced with the new paradigm of leadership practices. For example, outdated methods of leadership included training, observing, and managing risk; however, the new paradigm values developing, understanding, and managing opportunities (Myatt, 2013). Instituting these three practices increase the competitive edge of the organization by stabilizing it from within, preventing an organizational or personnel crisis. Trader Joe’s positive work environment is cultivated from within the organization to provide job satisfaction. By utilizing the managerial functions of planning, organizing, leading, and controlling Trader Joe’s is able to successfully develop customer oriented employees (Schermerhorn, 2012). The additional use of emotional intelligence to strengthen relationships within the company allows for more effective opportunities to manage relationships within the company. Positive work environment, use of managerial functions and emotional intelligence, and use of effective leadership practices are essential to the increased competitiveness of the organization.
When it comes to controlling, Trader Joe’s puts a lot of effort into their employees. They begin with choosing people that have the right demeanor to fit into the role of providing enthusiastic yet laid back customer service. Trader Joe holds great value in their employees who they show with abov...
In this article, Journalist Christopher Tkaczyk takes the reader through five days of working at Publix Super Markets. In his day by day account, his main focus is to find the secret as to why Publix's has the "happiest, most motivated workforce in America". He takes a turn at each department in the super market and will see first-hand how the associates interact with the customers He discusses not only the employee satisfaction but he will show a glimpse in customer satisfaction. He explained that Publix's goal is to have their new associates achieve full-time status. The article touched on the loyalty of its workers and how the “annual turnover rate is a miniscule 5% - which makes a mockery of the retail industry average of 65%”.
“Go Ahead- Cry at Work” illustrates many organizational behavior topics, that we have discussed in class including emotions in the workplace, emotional ability, gender diversity, and stereotyping. Through personal narrative Anne Kreamer is able to show how a lack of emotional intelligence can hurt not only individuals of a company, but their commitment to the organization. Through numero...
The theory of emotional intelligence is relatively new, however the psychological theory has become prevalent and many entities have adapted the principles of this theory in order to enhance relations within the professional environment as well as increase performance which ultimately lead to a positive place of work. (Allan Chapman 2014)
Few companies create such controversy as Walmart has done with its approach to maintaining low costs for everyday items. People either love Walmart because of this approach to keeping prices down or hate it due to the effects it has on the economy. There are a lot of arguments surrounding the minimum wage and employee rights at Walmart. There seems to always be a news article about some employee protest about the wages or how they are treated. Walmart is viewed as an enormous firm that does not take care of its employees because of its minimum wage, treatment of its employees, and how it deals with lawsuits.
Goleman and Cherniss (2001) postulates that emotional competencies are learned abilities. Social awareness or skill at managing relationships does not guarantee the mastery of the additional learning required to handle a customer adeptly or to resolve a conflict. It only prognosticates that we have the potential to become skilled in these competencies.
Emotions are frequent companions in our lives. They come and go, and constantly change like the weather. They generate powerful chemicals that create positive and negative feelings, which have a powerful effect on leadership. Some emotions can either facilitate leadership, while others can detract from successful leadership. This course, Emotionally Intelligent Leadership, has truly opened my eyes to the affects that emotions have on being an effective leader. Peter Salovey and John Mayer defined emotional intelligence as “the ability to monitor one’s own and other’s feelings and emotions to use the information to guide one’s thinking and actions” (p. 5). This definition in itself states that emotions, whether it be ones own emotions or those of others, is the underlying factor that directs the actions of a leader. Therefore, throughout the progression (advancement) of this course, I have learned the importance of the development of emotional intelligence for being an effective leader, and because of this I plan on developing the capacities that contribute to being an emotionally intelligent leader for my own success, now and in the future.
(2013) separated emotional intelligence into four domains, self-awareness, self-management, social awareness, and relationship management (pp. 30, 38). These domains are then broken into two competencies. Self-awareness, the understanding of one 's emotions and being clear about one 's purpose, and self-management, the focused drive and emotional self-control, make up the personal competence (pp. 39, 45-46). While social awareness, or empathy and service, and relationship management, the handling of other people 's emotions, make up the social competence (pp. 39, 48, 51). These emotional intelligence competencies are not innate talents, but learned abilities, each of which contribute to making leaders more resonant and effective (p. 38). This is good news for me because I still have much to develop in regards to emotional
Trader Joe's promotes an enabling working environment for their workers by giving out a precise comprehension of products dealt. A clear understanding of the products is practically done by tasting each and every product so as to smoothen the customer relationship in cases where questions about the product arise. Therefore, the employees can influence the customer's preference product by offering an extra educative segment about the product (Lewis,
Trader Joe’s has taken various strategic steps over the years to ensure employee satisfaction. These steps to encourage employee satisfaction include, but not limited to employee empowerment, training employees on products, and encouragement of promotion from within.
Khalili, A. (2012). The role of emotional intelligence in the workplace: a literature review. International Journal of Management, 29(3), 355-370.
...sults were compared with those from another 140 supervisors, peers, and Regression analyses showed that there is a positive correlation between the emotional intelligence of managers and organizational climate. The results of the analyses also show that among emotional intelligence's factors, social awareness and self-awareness have more influence on organizational climate, while among organizational climate factors, credibility is most influenced by managers' emotional intelligence.”
Sy, T., & Cote, S. (2004). Emotional intelligence: A key ability to succeed in the matrix organization. Journal of Management Development. 23(5). 437-455
Fernandez-Araoz C.(2001) The challenge of hiring senior executives, The emotionally intelligent workplace: how to select for, measure, and improve emallenge emotional intelligence in individuals, groups, and organizations, Jossey-Bass Ch.6
Myers, L. L. & Tucker, M. L. (2005). Increasing Awareness of Emotional Intelligence In A Business Curriculum. Business Communication Quarterly, 68, pp. 44-50.