..how we react to violations depend on reward value, or what we expect to get from the relationship. Thus a man is likely to react more positively towards an attractive younger woman standing close than a larger man from an out-group" (Expectancy violations theory, 2008, Changing Minds). I have noticed that irate customers who genuinely need or want my help can be placated if I adopt a pleasant demeanor, even if it violates their negative expectations, because of the reward they can receive in terms of establishing a positive and human connection with me as an individual. However, customers who come only to vent will usually not be moved, no matter what I say or do, they will complain about every aspect of the experience regardless of how I behave, so it is best to let them 'say their piece' and move on. Obviously they 'get' less out of warm, human interactions than other callers, and I have little leverage with them, other than to deal with their request. I admit I notice expectancy violations theory exemplified in my own behavior. Call center workers have scripted responses and guidelines to which they have to adhere. Calls are recorded for quality and training purposes, which are calibrated and graded using a scorecard. If a person is rude, I will usually adhere to these guidelines by the letter, as I have nothing to gain by deviating from them, even if the customer becomes angry and frustrated because I am not giving him or her additional information. But if a customer is polite, since I can gain the sense of happiness of genuinely helping someone, I will add to my scripted formula as well, so the caller can get some added satisfaction from the call, and I can get the reward of added satisfaction from my work. Expectancy theory has proved invaluable at work, because it has enabled me to understand people's hostility better -- I have often been a customer on the other side of a poorly staffed hotline, and I can understand why people would approach the process with trepidation. Provided they listen to me and understand that I am not like the other call centers they have dealt with in the past, I try to embody the type of staff member I would like to meet, were...
I subvert their initial expectations and make myself seem more human, which makes them more compliant and accommodating.
D.). A need also frequently serves to answer the question motivational psychologists regularly ask as they explore motives that impel the person people to do what he/she does: "What drives people to do the things they do?" Basic concepts of motive include: A motive depicts a person's internal state arousing and directing his/her behavior to meet a precise goal and/or objective. A deficit, a lack of something, contributes to a motive. Motives vary
Negotiation Skills A High Impact Negotiations Model: An Answer to the Limitations of the Fisher, Ury Model of Principled Negotiations This study aims to discover the ways in which blocked negotiations can be overcome by testing the Fisher, Ury model of principled negotiation against one of the researcher's own devising, crafted after studying thousands of negotiation trainees from over 100 multinational corporations on 5 continents. It attempts to discern universal applications of
2 of the respondents were self-employed and 11.2% of respondent were white-collar workers with 1.2% of respondents being blue-collar workers. The following chart shows the factor analysis results with VARIMAX rotation of traveler's perceptions of hotel attributes in the study of Choi and Chu (2000). Factor Analysis Results with VARIMAX Rotation of Traveler's Perceptions of Hotel Attributes Source: Choi and Chu (2000) The following chart shows a 'regression analysis results of hotel factors
Organizational Behavior & Culture Complete summary of chapter 4 The chapter illustrates that the perception process is based on stages such as stimulation, organization, registration, and interpretation. The individual's acceptance and awareness levels for ascertained stimuli play critical roles in the perception process. The authors add that receptiveness towards certain stimuli remains highly selective in limiting a person's existing personality, motivation, attitude, and beliefs. People select various stimuli that satisfy certain needs
Pedagogic Model for Teaching of Technology to Special Education Students Almost thirty years ago, the American federal government passed an act mandating the availability of a free and appropriate public education for all handicapped children. In 1990, this act was updated and reformed as the Individuals with Disabilities Education Act, which itself was reformed in 1997. At each step, the goal was to make education more equitable and more accessible to
In other words Emotional Intelligence means that the individual is capable of: (1) Accurately perceiving emotions in oneself and others; (2) Uses emotions to facilitate thinking; (3) Understands emotional meanings; and (4) Manages emotions well. This model is referred to as the 'ability' model of emotional intelligence. (Mayer & Salovey, 1997) DANIEL GOLEMAN-PERSONAL & SOCIAL COMPETENCE Daniel Goleman proposed the model of emotional intelligence based on the Personal and Social competencies
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