How attitudes affect job satisfaction

Submitted By:

Kaziiftahazahmed 1030239530Ahsanzaman 1030211530Sabrina humayonupoma

Submitted To:

MujibulhaqueSec: 07Lecturer

North South Universityate of Submission:

14thapril, 2013

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Acknowledgement

One of the most pleasant parts of submitting a report is the opportunity to thank those who have contributed to it. Unfortunately, the list of expression of thanks- no matter how extensive is always incomplete and inadequate. These acknowledgements are no exception.

Our first thank goes to the almighty Allah for bestowing us the patience and courage to finish this huge task within its deadline.

Thanks must go to the team members, whose unflagging patience and astounding capacity for creative work, and long hours made the project both possible and successful – under the pressure of knocking deadline.

In addition, thanks to those who has given us important information and various advises about our project.

At last, we sincerely acknowledge our debt to Mr. JasimUddin, our honorable faculty, for his valuable counseling towards the improvement of the project. Without his encouragement, this would not have been possible.

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AbstractIn modern business arena Management-321 is one of the most important subjects and plays a very crucial role in ensuring the organizational success, and perhaps job satisfaction is one of the most important ingredients of this subject. In order to get the desired output from a workforce satisfaction has got no alternative; performance and productivity both are very highly dependent on satisfaction. This paper shows the research on different theories on attitudes and satisfaction in relation to the practical example of British American Tobacco Bangladesh-a prominent organization which was established in 1902 in UK.

Primary research was carried out by interviewing the Territorial managers and the employees of the organization form where it was found out that attitudes and job satisfaction plays a very important role in the organization, especially when it comes to the British American Tobacco motivation, satisfaction and positive attitudes were the most influential factors behind the unbelievable success and growth of the company. Job satisfaction increases the productivity of the workforce which ultimately benefits the overall organization. Job satisfaction comes in different forms and ways for the employees of the British American Tobacco, to name a few satisfaction factors it includes remuneration package, training, designation, fare pay and recognition etc. Although satisfaction keeps on changing and is usually a very complex matter to deal with, British American Tobacco adopts different types of techniques and ways to motivate their employees. The paper also contains secondary research analysis. Throughout this paper different types of job satisfaction factors and along with the negative attitude of BAT employees and in BAT how attitudes effects job and life satisfaction. We have also conducted a interview approximately with 100 people from British American Tobacco weather they are satisfied with their jobs or not

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Table of Contents

Serial No

Topic Page No

01 Introduction 01

02 Literature Review What are attitudes Main components of attitude Major job attitudes Changing attitudes How workers attitude and job satisfaction affect

their work Effects of employee attitudes(negative) Other effects and ways to enhance satisfaction

0202020304

050809

03 Methodology Practical Scenario in the context of Bangladesh Negative attitude of Bat employees How this affects the workforce of BAT

10111314

04 Critical Analysis: BAT, attitude affects both job and life satisfaction How BAT direct attitude towards job satisfaction

151515

05 Conclusion 16

06 References 16

07 Appendix 17

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IntroductionWorker attitude and job satisfaction deals with how an organization behaves. It involves the

management directing employees into improving organizational and personal effectiveness. It

plays an enormous role in determining the attitudes of employees and their job satisfaction.

When an employee is happy, it is usually because they are satisfied with their work. This also

improves the quality of their work. Attitude and job satisfaction may not fall completely on

the management but also on the employees. If employees enjoy their work, they will not need

external motivation from management, but instead the satisfaction they attain from

completing their work will motivate them.

Job satisfaction is an individual’s contentment with their work. Its effect on productivity is

either positive or negative. The relationship between job satisfaction and job productivity is

however not consistent. An individual may still obtain high job productivity without having

the satisfaction in the work. This happens mostly when money is their motivation. Another

motivator is improving in his or her work in order to receive a promotion. Other employees

may increase their productivity due to the satisfaction they get from their work. A reason for

job satisfaction may also come from an employee getting a good salary. It improves job

satisfaction as long as an employee has knowledge of the fact that they get fair payment for

their efforts at the end of the day.

Job satisfaction has an effect on an individual’s satisfaction with life. If an employee does not

get satisfaction in their work, they may seek for satisfaction in other work unrelated areas.

This provides fulfillment and balance in their life. He or she may also be content with work

as it relates with those work unrelated areas. Job dissatisfaction may also cause an employee

to quit.

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Primary ReviewWhat are Attitudes

Attitude isthe feeling and beliefs that largely determined how employee will perceive their

environment commit themselves to indented action, and ultimately behave.

An attitude is a psychological tendency that is expressed by evaluating a particular entity with

some degree of favor or disfavor. We respond favorably or unfavorably toward many things:

animals, coworkers, our own appearance, and politics.

Main Components of Attitude:

The statement “My pay is low” is the cognitive component of an attitude –a description of or

belief in the way things are. It sets the stage for the stage for the more critical part of an

attitude-its affective (Evaluative) component. Affect is the emotional or feeling segment of an

attitude and is reflected in the statement “I am angry over how little I’m paid. Finally, affect

can lead to behavioral outcomes. The behavioral component of an attitude describes an

intention to behave in a certain way toward someone or something- to continue the example,

“I am going to look forward another job that pays better.”

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Major Job Attitudes:

A person can have thousands of attitudes, but OB focuses our attention on a very limited

number of work-related attitudes. Most of the research in OB has locked at three attitudes:

Job satisfaction, job involvement, and organizational commitment.

Job Satisfaction: The term job satisfaction describes a positive feeling about a job, resulting

from an evaluating of its characteristics. A person with a high level of job satisfaction holds

positive feelings about his or her job, while a dissatisfied person holds negative feelings.

When people speak of employee attitudes, they usually mean job satisfaction.

Job Involvement: Related to job satisfaction is job involvement. Job involvement measures

the degree to which people identify psychologically with their job and consider their

perceived performance level important to self-worth.for example, one study of nursing

managers in Singapore found that good leaders empower their employees by involving them

in decisions, making them feel their work is important, and giving them discretion to ”do

their own work”.

Organizational Commitment: A state in which an employee identifies with a particular

organization and its goals and wishes to maintain membership in the organization.

Guidelines to Enhance Organizational Commitment: Dessler suggests the following

specific guidelines to implement a management system that should help solve the current

dilemma and enhance employees’ organizational commitment:

1. Commit to people-first values. Put it in writing, hire the right-kind managers, and

walk to talk.

2. Clarify and communicate your mission . Clarify the mission and ideology; make it

charismatic; use value-based hiring practices; stress value-based orientation and

training; build the tradition.

3. Gurantee organizational justice. Have a comprehensive grievance procedure; provide

for extensive two way communication.

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4. Create a sense of community. Build value-based homogeneity; share and share alike;

emphasize barn raising, cross-utilization, and teamwork; get together.

5. Support employee development. Commit to actualizing; provide first –year job

challenge; enrich and empower; promote from within; provide developmental

activities; provide employee security without guarantees.

There are three separate dimensions to organization commitment:

1. Affective commitment: an affective commitment is an emotional attachment to the

organization and a belief in its values.

2. Continuance commitment: A continuance commitment is the perceived economic

value of remaining with an organization compared to leaving it.an employee may

be committed to an employer because she is paid well and feels it would hurt her

family to quit.

3. Normative commitment: a normative commitment is an obligation to remain with

the organization for moral or ethical reasons.

Changing Attitudes:

Barriers to Changing Attitudes:

There are two basic barriers that can prevent people from changing their attitude. One is

called prior commitments, which occurs when people feel a commitment to a particular

course of action and are unwilling to change.

A second barrier is a result of insufficient information.

Providing new information:

Fortunately, there are ways in which the barriers can be overcome and attitudes can be

changed. One of these is by providing new information. Sometimes this information will

change a person’s beliefs and, in the process, his or her attitudes.

Uses of fear:

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A second way of changing attitudes is through the use of fear. Some researchers have found

that fear can cause some people to change their attitudes. However, the degree of fear seems

to be important to the final outcome.

Resolving Discrepancies:

Another way in which attitudes can be changed is by resolving discrepancies between

attitudes and behavior.

Influence of Friends or peers:

Still another way in which attitude changes can come about is through persuasion by friends

or peers. For example, if Joe Smith has been padding his expense and finds out that his

friends in sales have not, he is likely to change his own attitude. This assumes that Joe likes

his coworkers and they have some persuasive control over him. On the other hand, If Joe

believes that the other salespeople are all lazy and would pad their accounts if they only knew

how, he is unlikely to change his attitude towards doing so.

The Co-opting Approach:

A final way in which attitude changes often take place is by co-opting, which means taking

people who are dissatisfied with a situation and getting them involved in improving things.

How Workers Attitude and Job Satisfaction Affect Their Work

An employee’s attitude towards authority may affect his or her relationship with

management. Negative attitude towards authority will cause clashes in the work place.

Psychology is another reason that affects an individual’s attitude. Another reason for a

negative attitude towards authority is jealous for their position. This attitude affects job

productivity in a negative way. If the workers attitude is a negative one so is their ability to

produce positive results. Worker attitude and job satisfaction are two factors that affect a

company’s productivity.

ManagementRole

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The management’s style of leading plays a huge role in worker attitude and job production.

Empowerment is one factor that can motivate better productivity. If the management gives an

employee opportunity to work according to their own standards, preferred that these

standards measure up to those of the company, job productivity will increase. Human

empowerment is satisfactory to every individual. Self-satisfaction leads to job satisfaction.

We also have strategic planning by management. This is crucial when dealing with

influencing job productivity. An example of a way to motivate employees is the management

offering them opportunities for promotions and pay rise negotiations. This will encourage job

productivity since employees will want to receive these rewards.

Organizational objectives also affect how the management relates with the employees. If the

organizational goal is to achieve a certain percentage of profit in a business year, then it will

exert pressure on the employees to increase productivity.

Employee Role

Some individuals choose professions that they like while others end up in their profession due

to pressure. Pressure may come from the need to make money or a parent or guardian

deciding on what their kids will do. When one chooses something they love doing or has an

interest in, then they are content and happy about what they do. Love for a profession

encourages a positive attitude. This is all the motivation employees need when it comes to

productivity. A happy employee is a productive employee.

Employees need ways to relieve their stress if they want to improve their work attitude and

productivity. Work related stress is common among most employees.

Social Role

Our social behavior affects our work. This is in regard to introverts and extroverts. An

introvert will not easily socialize with people. This affects their performance in a situation

that needs teamwork. Teamwork requires all individuals to communicate with each other. If

employees cannot work well together, it affects productivity.

Social role also involves the relationship between employees and management. In most

organizations, this relationship is usually strictly professional. The only time the two interact

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is while it involves work. This is a way for the management to ensure that they have an upper

hand towards the employees.

Communication

Communication is how information transmits between the management and employees or

between the employees themselves. Employees need to be free with the management in order

to approach them when they are having trouble.

Culture

The differences in culture affects people’s attitude. Different cultures have different practice.

Some cultures do not allow their employees to work for certain amounts of hours. This may

affect an individual if a transfer occurs and they get to a work situation that encourages more

working hours. He/she will develop a negative attitude towards work.

Work environment

A positive work environment improves on employee attitude. This depends on other

employees, the management and the available resources. If an organization takes care of their

employees by providing all needed resources, then their productivity will improve. A good

performance in the organization gives the employees a positive attitude that improves their

individual performance. (Edwards, 2004).

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Effects of employee attitudes (negative)Dissatisfied employees may engage in psychological withdrawal (like daydreaming on the

job), physical withdrawal (unauthorized absences, early departures, extended breaks, or work

slowdowns), or even overt act of aggression and relation for presumed wrongs. Satisfied

employees may provide acts of customer service beyond the call of duty, have sparkling work

records, and actively pursue excellence in all areas of their jobs. The basic nature of the

results is reported here in the areas of performance, turnover, absence and tardiness, theft, and

other behaviors.

Employee performance: an old myth- that high satisfaction leads to high employee

performance-but this assumption is not correct. High performance contributes to high

job satisfaction.

Turnover: higher job satisfaction is associated with lower employee turnover. More

satisfied employees are less likely o think about quitting to search for a new job, or to

announce their intension to quit, and thus they are more likely to stay with their

employer longer. Those employees who have lower satisfaction usually have higher

rates of turnover.

Absences and tardiness :

Those employees who have less job satisfaction trend to be absent more often. these

voluntary (attitudinal) absences often occur with high frequency among a certain of

employees. Another way in which employees may exhibit their dissatisfaction with

job conditions is through tardiness. A trade employee is one who arrives at work late.

Other Effects: many employees, however, hold positive attitudes toward their work

and organization and these pay off in both obvious and more subtle ways, employees

sometimes demonstrate organizational citizenship behaviors, which are distinction

actions that promote the organizational success. Mary jo may exhibit unusual

conscientiousness in carrying out normal job responsibilities; willy may voluntarily

exercise a high level of innovation and creativity on a troublesome problem. Ever

volunteering for extra assignments or sharing one’s equipment with another worker is

a demonstration of organizational citizenship. Like the thousand of grains of dry yeast

that make other ingredients bread dough rise, organizations need thousands of tiny of

extra effort (helping, donating, cooperating) to help them rise past their competitors.

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Other Effects and ways to enhance Satisfaction:

Make jobs more fun:

World class companies such as southwest airlines have a fun culture for their employees.

Management makes it clear that irreverence is okay; it’s okay to be yourself; and take the

competition seriously but not yourself. Having a fun culture may not make jobs themselves

more satisfying but break up boredom and lessen the chance of dissatisfaction.

Have fair pay, benefits, and promotion opportunities:

these are obvious ways that organization typically try to keep their employees satisfied. An

important way to make benefits more effective would be to close their own distribution of

benefits within the budgeted amount available.

Match people with jobs that fit their interests and skills:

getting the right fit is one of the most important but overlooked ways to have satisfied

employees. Assume that the organization knows what those interest and skills are.Effective

human resource management firm such as Disney, IBM, and Microsoft put considerable

effort into finding out interest and skills of potential new hires, as well as existing employees

in order to make or fit with the right job.

Design jobs to make them exciting and satisfying:

Most people do not find boring repetitive work vary satisfying. Unfortunately too many jobs

today are boring and should be changed or eliminated as much as possible.

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Methodology:To conduct the research, we asked some open ended questions. By this questions, we tried

our best to identify some basic attitude that affect job satisfaction. Besides this, we have

asked them some survey level questions. We took interview of almost 100 employees from

British American Tobacco. When we asked that if the employee is satisfied with their

compensation, 99% employee replied in the positive. And to described it more, we asked for

more detail. Then they show some reasons of their being satisfied. Some of them are- well

payment, technical support, superior’s help, work environment etc.

We also asked many questions about their work and personal life balance. The work

environment is suitable for the employees to keep pace with the work and life. They get

enough time for their own. Some of the other questions are given below-

Are you satisfied with your job? How much satisfied? Are you satisfied with the payment comparative to other company’s?

Yes. We are paid well more than any other company. What about the image of the company?

The prestigious image of this company is our satisfactory element. What about the overtime and payment?

The company maintains high standard of overtime salary. What about the top Management?

Yes. Our boss is very co-operative minded and we are very happy for having such kind of boss.

What is work-life balance?Work-life balance is ensured here.

What about your right to say? What’s your attitude about job?

We feel better working here. What about the image of the company?

We have a well established image in both abroad and in the country. What about the working Environment?

We have a cool and calm environment. We feel very comfort working in this working environment.

What about the value of your opinion in the top level management?We have the freedom to deliver our innovative opinion towards the top level management.

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Practical Scenario in The Context of Bangladesh

To analyze the practical scenario in the context of Bangladesh, we choose British American

Tobacco Bangladesh (BAT). British American tobacco is a multinational organization in

Bangladesh. It has the most leading part of tobacco industry in Bangladesh.

We talked with a territory sales officer and took some other persons interview. From this

interview, we evaluated how different attitude affects job satisfaction in BAT. BAT tries to

keep the employees always satisfied. They are offering a lots of benefits to its employees.

The employees also get good amount of compensation for their contribution. Besides, BAT

provides challenging work environment for its employees where they can show their

creativity. All those things create different job attitude and which then lead to job satisfaction.

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Benifits

Good compensaion Frienge benifitsChallenging workWork environmentSuperior's behaviorRewards

Attitude Formation

"I'm getting fair pay"It is a challenging jobNice working conditionMy boss is cooperative"I love my job"

Employee satisfaction

Organizational commitmentIncreased productavityIncreased work ethicsLow turnoverHigh performance

Attitude Formation in BAT

From the above flow chart, we can see that, BAT provides their employees different kinds of

benefits. This benefit helps to format different kinds of employee attitude. This entire attitude

helps to formulate employee satisfaction and lead to organizational success.

Now we are going to relate different attitude with job satisfaction in British American

Tobacco.

Feel Contained With Compensation: Almost every employee of British American

Tobacco is satisfied with their compensations. According to BAT, the employees are being

paid a fair enough amount of compensation. In terms of both financial and nonfinancial

compensations, employees are happy to having a job in BAT. So, as the employees are being

happy with their compensations, they feel contained and increase the level of job satisfaction.

Excitement in promotion:BAT has set up a target for its every employee and

motivates them to move accordingly. If the employees move accordingly, they can improve

their efficiency and can increase their skills. Like every other organization, employee

efficiency increases the level of productivity. When the employees cross the standard, they

get their promotion. And getting promotion means a lot to a Bangladeshi employee. So

promotion works as an excitement things to them. They show different positive attitude to get

promotion. When they get the promotion, they become satisfied.

Attitude toward Co-workers:Every workers and employees in BAT has to

maintain a good relation with their co-workers. This attitude toward other workers helps to

build a positive image of the organization, helps to create a friendly environment which lead

them to be satisfied with their workplace.

Attitude Toward supervisor:The immediate supervisor and the manager have a

strong relation with its employees. It is important to maintain a good relation with their

subordinate and behave accordingly. Supervisors positive attitude towards an employee helps

build a good attitude about their supervisor in the mind of the employees. This motivates to

work harder and being more satisfied.

The work itself:One of the most important areas of the work situation to influence job

satisfaction—the work itself—is often overlooked by practitioners when addressing job

satisfaction.The work itself motivates the employees most. The workers won’t be happy if

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they get every other benefits but not getting the work interesting enough or achievable. So the

work must be interesting to the workers so that they can increase the level of their efficiency.

From our survey we found that, workers are more satisfied if they find the work enough

interesting and not boring.

Negative Attitude of BAT employees:

There are some people who seem determined to point out the negative or potential negative,

of any situation. This can start with a negative thought, kept to oneself. Or, that thought can

take root and grow into negative feelings. Some people are able to keep those thoughts and

feelings internal, but in others those feelings manifest themselves through changes in

behavior. Changes in behavior can affect both the negative person’s productivity and job

satisfaction, and can spill over to affect the productivity and job satisfaction of coworkers.We

obviously cannot control a person’s thoughts, but we do have a responsibility to the people

and programs we manage to address behavior that affects the individuals and the team.

We’ve probably all met people who will counter positive news with a negative comment. For

example, a person may be pleased to get a raise in pay, only to have “Mr. Negativity”

comment about having to pay extra taxes on the additional income. In another situation, a

person may be excited to try out a new idea, only to have “Ms. Naysayer” tell the person the

idea has been tried before and will never work.

In our private lives we can take steps to avoid contact with people like that, and avoid their

negative behavior. In the work place we do not always have that option. When the cycle

transitions to the “Negative Behavior” stage, the manager should begin taking steps to

address the behavior and keep the team on track.

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How this affects the workforce of BAT

• Wasted time

• Hindered creativity and innovation

• Loss of good employees

• Lower morale

• Loss of loyalty

Decreased Productivity

Negative Impact on Consumers

Potential Financial Impact

A work team’s plans and goals can be sabotaged if the team members start believing what the

negative coworker says about expected failure. Even modest goals can be hampered by a

negative mindset. Team members can start second guessing themselves, or stop trying

altogether. They no longer feel good about themselves, their coworkers, or their employers

and quality of work can suffer. Time is wasted when individuals start dwelling on perceived

problems. Time is also wasted when negative gossip starts ad hoc “gripe sessions” that do

nothing other than intensify negativity.

Staff members who are sensitive to negative criticism may start to hold back their own

creative ideas out of fear of ridicule. Other employees with marketable skills may decide it’s

in their best interest to leave the situation entirely. The employees that are left behind

continue to loose morale and their sense of loyalty to the organization is diminished. The loss

of productive employees, low morale of remaining employees, and hindered creativity will

result in decreased productivity and loss of service to the customer base.

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Critical Analysis:BAT:Attitude affects Both Job and Life Satisfaction:From our observation and interviewing the employees of BAT, we can interplay between job

and life satisfaction. BAT has speculated that there are three possible forms of the

relationship between job satisfaction and life satisfaction: (1) spillover, where job experiences

spill over into nonwork life and vice versa; (2) segmentation, where job and life experiences

are separated and have little to do with one another; and (3) compensation, where an

individual seeks to compensate for a dissatisfying job by seeking fulfillment and happiness in

his or her nonwork life and vice versa. So it can be said that these different models may exist

for different individuals who are showing different kind of attitude and were able to classify

individuals into the different groups.

How BAT Direct Attitude Toward Job Satisfaction:BAT follows some common policies to direct the employee attitude toward employee

satisfaction. BAT follows making specific code of conduct. This code of conduct helps the

employees to shape their own behavior toward employee to employee behavior. This will

achieve satisfaction and make the employees co-operative.

Like many big organization, BAT have its training session at the starting the job and on the

job. This training has a common focus on shaping employee attitude. On the training process,

employees are evaluated on the basis of their attitude toward work, coworkers and

organization overall. This will help to reduce negative job attitude and make the employees

more satisfied.

CONCLUSION:The field of industrial/organizational psychology has a long, rich, and, at times, controversial

history related to the study and understanding of employee attitudes and job satisfaction.

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Some of this research is very specific and aimed primarily at other researchers, while other

publications provide practical guidance on understanding, measuring, and improving

employee attitudes.

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THANK YOU

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