Emotional Leaders Can Affect Job Performance
It’s understandable that we have emotional leaders. After all, on a typical work day, people can experience many emotions. We can be happy about our work, frustrated at a missed deadline, or angry at the way a co-worker treated us. People often express these emotions to others around them, and these displays can affect the performance of those on the receiving end. This influence is especially potent when the displays come from more powerful people like organizational leaders.
LEADERS’ EMOTIONS AND WORKERS’ PERFORMANCE
Past research has shown that a leader’s expression of happiness can bring out positive emotions in followers that enhance their work performance and increase their liking for the leader. On the other hand, a leader’s expression of anger could either enhance performance (if followers think that the leader is not pleased about their work) or reduce performance (if it brings out negative emotions and less liking for the leader). However, past studies have mainly focused on tasks that are within the scope of an employee’s job and not their voluntary or discretionary performance.
This research examined how a leaders’ expression of happiness and anger affect whether or not employees are willing to perform tasks outside of their job descriptions (collectively known as “organizational citizenship behaviors”), such as working overtime when needed, helping a new co-worker, or putting in a good word about their company.
WHAT HAPPENS WHEN LEADERS EXPRESS HAPPINESS OR ANGER?
The researchers found that employees were less willing to perform voluntary “organizational citizenship behaviors” after seeing a leader display anger upon a project’s failure, compared to seeing a leader display happiness upon a project’s success or failure. However, the employee’s reduced willingness only followed when the leader’s anger display was deemed “inappropriate,” as when the employee put in more effort than his or her teammates on the project.
In a follow up study, the authors found that participants were less willing to work overtime after being confronted by an angry rather than a happy leader. Again, this effect happened when the anger display was “inappropriate” (that is, when the participant performed above average on a task). A leader’s display of anger in such an inappropriate situation reduces liking for the leader and subsequent motivation to work.
PRACTICAL IMPLICATIONS: USE EMOTIONS WISELY
Like everyone else, leaders experience and display their emotions. Unlike everyone else, their displays can have more of an effect on the work of their followers. While positive displays can increase liking and motivation in many situations, negative displays like anger can sometimes backfire, especially when they are tied to prior good performance. Anger should be exercised by leaders with great care.
Do Telecommuters Have Better Job Performance?
With the dawn of the technological age upon use, telecommuters are employees who are able to work in remote locations, such as home, outside of the traditional work setting. Rather than commute into work every day, technology enables people to work virtually and perform tasks while physically apart from their colleagues and supervisors.
One of the challenges with this flexible work arrangement is that companies cannot be assured that their remote workers, or telecommuters, are performing tasks or contributing positively to the work environment compared to workers that are in the office. In fact, managerial concerns about telecommuting include the lack of face time, which might be perceived as a lack of commitment, and perceptions that employees will shirk their duties without supervision. Given that some companies—such as Yahoo—are banning telecommuting arrangements, it is critical to examine whether virtual work is actually harmful to employee performance and the general work environment.
A new study conducted with employees and their supervisors (Gajendran, Harrison, & Delaney-Klinger, 2015) provides evidence for the performance benefits of telecommuters compared to office workers. The authors found that telecommuting is associated with an increase in two types of performance: task performance and contextual performance. Task performance includes how well employees complete their job requirements and tasks, and is typically measured by supervisor ratings. Contextual performance, or organizational citizenship behaviors, are activities that contribute to the social and psychological environment of the organization and can include both interpersonal facilitation (considerate and helpful acts that benefit colleagues) and job dedication (such as working hard, taking initiative, and self-discipline).
WHY IS TELECOMMUTING AN ADVANTAGE?
The authors theorized that telecommuting enhances autonomy, a psychological resource that counteracts the difficult demands or strains of the job. Through perceptions of autonomy, telecommuters can reinvest their surplus resources into their work performance. In addition, several psychological theories state that the feeling of autonomy can increase intrinsic motivation and job engagement.
The authors also used various psychological theories to explain that there are negotiated agreements between employees and employers that are mutually beneficial, known as idiosyncratic deals (also called “i-deals”). From these i-deals, telecommuters feel obligated towards the person that approved their flexible work arrangement, or their supervisors, and would be motivated to work harder or more cooperatively for their supervisor. Likewise, telecommuters may feel obligated to reciprocate for the additional responsibilities that the in-office workers must assume when their colleague works remotely. In order to reduce the resentment that office coworkers may feel, telecommuters will make extra effort and go above and beyond to prove that they are assets to the office.
QUALITY OF EMPLOYER-EMPLOYEE RELATIONSHIP
In addition, the authors found that the quality of the employer-employee relationship influenced the task and contextual performance of telecommuters. Employees who had a relationship of trust and professional respect with their managers did not have as great of a performance boost when telecommuting. On the other hand, employees that had a low quality relationship with their manager, which is characterized by distrust and close monitoring, revealed a greater positive change in performance when telecommuting.
The authors also found that the difference in task performance between in-office and telecommuting employees is greater when telecommuting is less of an office norm. In other words, when telecommuting is a common practice in the office, it is seen as less special and workers are not as motivated to perform. But when telecommuting is only approved for a select few in the office, then it is viewed as more of a privilege.
BOTTOM LINE FOR ORGANIZATIONS
In conclusion, telecommuting did not result in worse task performance or contextual performance. In fact overall, telecommuting is associated with better performance. In some scenarios, such as when employee-employer relationships are poor, or when telecommuting is not considered the workplace norm, telecommuting may increase job performance even more. Overall, the specialness and freedom of telecommuting can motivate employees to be better workers.
What Does Job Security Have to Do With Organizational Citizenship Behavior?
Researchers have been trying to figure out if job security and organizational citizenship behavior (OCB) are related. Job security is something we’ve probably all thought of, and OCB refers to workplace behavior that goes above and beyond the call of duty and helps the organization, like helping a co-worker or taking on extra responsibilities without extra compensation. Do people who have more job security perform more or less OCB? Some researchers have found that they perform more OCB, some have found that they perform less OCB, and some have found that it doesn’t matter either way. So who is right?
JOB SECURITY AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR
Well, we have great news, because researchers Lam, Liang, Ashford, and Lee (2015) finally answered the question! They found that there is a “U-shaped” relationship between OCB and feelings of job security. It’s called U-shaped because if we plotted the data on a graph, it would look like a big letter U. As an example, there might be a U-shaped relationship between time in the workday and how energetic you feel. In the morning you feel great because you are well-rested, in the middle of the day you feel lethargic after your all-you-can-eat pasta and breadsticks lunch, and at the end of the day you feel good again because you are excited about the end of the day. Your daily experience would look like the letter U on a graph.
In this study, people who felt that their jobs were secure also performed more OCBs. The reasoning is simple: if you feel appreciated by your organization, you will also feel the need to reciprocate by going beyond your formal job obligations. As employees started to feel some insecurity about the future of their jobs, they also lowered their performance of OCB. These employees feel less appreciated, and therefore feel less of a need to reciprocate. As employees started experiencing a high level of job insecurity, fearing greatly for their jobs, they actually started increasing their performance of OCB back to a high level once again. Fearing the worst, it seems these employees were actively trying to give their employers a reason to keep their jobs.
THE ROLE OF PSYCHOLOGICAL CAPITAL AND “GUANXI”
The researchers also found that there were two factors that made this U-shaped relationship even more pronounced. The first is psychological capital, which refers to having confidence, resiliency, and optimism. The second is called “guanxi”, which is a Chinese concept (this research was conducted in China) basically referring to an interconnected social network of people capable of being relied upon for assistance. In general, when job insecurity is at a medium level, people performed less OCB because they felt less of a need to reciprocate to their employers. This effect was more pronounced when employees had lower social capital and less guanxi with their supervisor.
In general, when employees felt very insecure in their jobs, they resumed higher levels of OCB, to try to save their jobs. This effect was also more pronounced among people with lower social capital and lower guanxi with their supervisors. It seems these types of people may be especially fearful of job loss and felt a greater need to compensate by performing OCB.
This research is important because it helps organizations understand a little more about what inspires people to perform above and beyond their job descriptions. It also helps organizations understand how performance is impacted when job security is not guaranteed, an unfortunately common theme in today’s world economy. Based on these findings, employers can see the importance of increased social capital and reciprocity-based workplace relationships. These factors can limit the slide of OCB in the face of moderate job insecurity. The authors encourage use of training sessions to help employees boost resiliency and self-confidence. They also encourage social retreats or events that can help boost the quality of relationships between employees and supervisors. These changes can help workplaces functions more smoothly in times of uncertainty.
Proactive Employees Need Political Skills to Succeed
Employers assume that proactive employees are important for job success. Indeed past research shows that proactive employees, those who take initiative and champion change, perform better and earn more. However, proactive employees typically push the envelope, control their environment, and bring unexpected changes which may be viewed as threatening and distracting by others. A new study by Sun and van Emmerik (2014) introduces political skill as a factor that may reduce such concerns.
THE IMPORTANCE OF POLITICAL SKILLS
Politically skillful individuals are good at understanding others and their social environment, monitoring their behavior to influence others, and developing alliances to access resources. They also create good impressions because they are perceived as sincere in what they say and do. According to the researchers, proactive employees need political skills to express their change-oriented patterns in a more socially sensitive and acceptable way. This way, supervisors don’t think that they are challenging the status quo or imposing control based on a hunch.
To test their assertion, the researchers surveyed full time employees and their supervisors from 12 companies in various industries in China. Employees reported their political skills while their supervisors rated the employees on their task performance, helping, and learning behaviors. Results showed that highly proactive employees were rated lower by their supervisors, as long as employees’ political skills were low. However, when employees had high levels of political skill, there was no relationship between proactivity and supervisor ratings. When employees were not politically skilled, it seems that their proactivity was a detriment to themselves.
BIG PICTURE FOR EMPLOYEES AND ORGANIZATIONS
This new study shows that without high levels of political skill, proactive employees run the risk of being negatively evaluated in terms of performance by their supervisors. Proactive employees who are politically skillful are likely to frame work-related changes as serving the needs of others and garner supervisor support by appearing sincere and influential. This study highlights the importance of developing political skill to be able to identify organizational needs and adopt a socially sensitive approach in bringing change. By having the right amount of political skill, employees can avoid the potential negative influence of their proactive tendencies. From the perspective of employers, proactive employees might seem important, but if these employees aren’t politically savvy as well, employers might find themselves appreciating them less than they expected.
Are You Promoting Work Engagement, or Workaholism?
All business organizations want their employees to be highly involved in their work (which is also known as Work Engagement), but not obsessive-compulsive about it (a.k.a. Workaholism).
Unchecked workaholism can eventually lead employees to burnout, inclinations to leave the company, and other behaviors that put good organizational citizenship at risk.
But how can organization leaders spot the difference between healthy and unhealthy levels of work engagement, and encourage employees towards the former? In “The Differences Between Work Engagement and Workaholism, and Organizational Outcomes: An Integrative Model,” author Youngkeun Choi offers some guidance.
Knowing The Difference
While at work, truly engaged employees tend to be positive, dedicated, and absorbed in their work (Schaufeli et al, 2002).
From previous research, we know that employees suffering from workaholism usually work excessively hard without finding any enjoyment in it. They tend to be perfectionists, distrusting of their coworkers, and often suffer from poorer mental and physical health.
Encouraging Work Engagement
So what can a business organization do to encourage healthy levels of Work Engagement?
The best solution is to provide job resources for its employees. In this article, Choi found that both social support from colleagues and supervisory coaching have a positive impact on Work Engagement, leading to employees who approach their jobs with more vigor, dedication and absorption.
To the organization’s benefit, employees with greater work engagement more often reported that they didn’t intend to quit, and that they were more likely to help others and be a good organizational citizen.
What can an organization do to discourage Workaholism among its employees?
Perhaps not surprisingly, the solution is the same: Provide job resources. According to Choi’s research, when ample job resources were available, fewer characteristics of workaholism were reported, regardless of the demands of the job.
Choi concluded that providing resources such as performance feedback, supervisory coaching and colleagues’ support is the key to developing engaged workers who don’t fall into the trappings of becoming workaholics.
Sustaining Corporate Social Responsibility through Responsible Leadership
When an organization works to benefit an environmental, social or humane cause– whether by donating money to non-profit organizations or providing goods and services to them pro bono– it’s called Corporate Social Responsibility. What seems on the surface to be a purely charitable effort also helps to further the company’s work culture. But, according to a study by Susana C. Esper and Kathleen Boies, Responsible Leadership is required to ensure sustainable grassroots involvement.
In “Responsible Leadership: A Missing Link,” the authors found that Corporate Social Responsibility initiatives tend to work best when there is involvement from the very top to the very bottom of the organizational hierarchy. The current paper defines responsible leadership in terms of a supervisor who is able to engage the organization’s stakeholders on a personal level, aligning the individual employee’s values and interests with those of the company. This trait ensures that employees will remain dedicated to the cause on both a personal and organizational level, ensuring long-term sustainability.
The authors make an important distinction between embedded (i.e. those activities thoroughly ingrained in the company’s routines and policies) and peripheral (i.e. volunteering and donations) Corporate Social Responsibility. Their study found that the embedded variety is ultimately more effective for organizations because it is more meaningful, reflecting responsible leaders focused on the company’s charitable initiatives. As a result, Corporate Social Responsibility becomes pervasive and central to the company’s vision and mission.
In summary, the authors concluded that responsible leaders are crucial to the success and sustainability of an organization’s Corporate Social Responsibility initiatives, and that it is in their best interest to make those initiatives as central to the company’s success as possible. The key to doing so lies in making the message of Corporate Social Responsibility appealing to each individual employee on a personal level.
Whether through the use of formal or informal means, it is through the organizational leaders’ championing of noble causes that a corporate culture of social responsibility can be created. As the missing link between the company’s macro-level strategy and micro-level actions, these responsible leaders are key to ensuring sustainable Corporate Social Responsibility programs.
Building a Positive Work Environment: Acts of Kindness at Work
According to researchers Sonnentag & Grant, a positive mood that comes from helping someone is so powerful that it can last till bedtime. Firstly, when you believe that you have helped someone at work you feel good. Then, over the day, you think about it, reflecting on the positive features of the event. This reflection spills over into the rest of your day, leaving you feeling good all day long. Due to our tendency to be more engaged with positive emotions and to detach from negative ones, we improve the positive parts of these memories in our minds, giving them greater power to make us happy. Secondly, helping someone at work creates a sense of progress and achievement (especially in helping professions), because it signals that one is capable of successfully contributing to someone else’s well-being. This perception can carry over to other subsequent tasks. Such knowledge alleviates anxiety and enables employees to feel calm and relaxed. Quite interestingly, researchers found that there is an additional positive effect that occurs at the end of the work day, at bedtime, suggesting the importance of after-work leisure hours to contemplate on one’s day.
There are some clear cut implications of this study. The researchers surmise that, while supervisors can certainly improve their subordinates’ good feelings by acknowledging their contributions, coworkers also play an important role in workplace happiness. Especially on stressful days, coworkers appreciate daily acts of kindness. These behaviors can be brought to light via weekly meetings where heart-warming stories of such acts of kindness are shared among staff members. Another suggestion they provide is creating training programs that focus on helping employees build into their daily schedule a time for reminiscing about good experiences that have happened in the workday. This time would potentially lead employees to cultivate good feelings within themselves that may well last till their head hits the pillow that night.
Leave a Penny, Take a Penny: Effective Giving
You don’t have to be an I/O psychologist or HR professional to have observed that there are people in the world who are “givers” and others who are “takers.” Givers provide support and assistance to their colleagues, friends, and family expecting nothing in return. They’re classic ‘do-gooders.’ Then you’ve got the takers; the people who take what they can and rarely reciprocate.
Organizations increasingly value a ‘culture of giving.’ Research shows a strong relationship between employee giving behaviors and important business outcomes such as profitability, productivity, efficiency, and customer satisfaction. However, excessive generosity can threaten these very same outcomes, if employees are so distracted by helping others that they neglect their responsibilities.
According to the researcher, Adam Grant, effective givers know that the secret to giving is not to give unconditionally, but to give wisely. Truly effective givers are able to differentiate generosity from being taken advantage of or being ‘used and abused.’
How does one learn to distinguish the two? As a starting point, it’s important to understand that giving is not synonymous with weakness or timidity. Unfortunately it can sometimes be difficult for givers to stick up for themselves and what they want, Grant offers practical advice. First, shift your frame of reference and consider how your actions or negotiations will affect those around you. Advocating for someone else is often substantially easier than advocating on your own behalf. Next, set limits on your availability. You can’t possibly do everything; seek support and delegate tasks to competent others when possible. Set aside time for yourself, and know that it’s okay to say no from time to time. Finally, when making decisions consider others’ perspectives in addition to their feelings so that you don’t let your emotions hold you back from making smart choices.
Can you think of any other effective giving strategies?
With OCBs and Justice For All (IO Psychology)
Topic: Organizational Justice, Teams, Citizenship Behavior, Performance Appraisal
Publication: Journal of Applied Psychology (NOV 2012)
Article: Examining Retaliatory Responses to Justice Violations and Recovery
Attempts in Teams
Authors: J.S. Christian, M.S. Christian, A.S. Garza, A.P.J. Ellis
Reviewed By: Ben Sher
Should managers deal fairly with their employees? Well yes, of course, if they are concerned about being nice people or perhaps want to be told the correct location of the
holiday party. But what if managers are only concerned with bottom-line organizational effectiveness, profit, and ruthless getting-ahead in life? For these types, research by
Christian, et al. (2012) has shown that treating employees unfairly can lead to certain negative workplace outcomes.
The authors conducted an experiment with teams of simulated employees and found
that employees who are treated unfairly respond in two harmful ways. The first is that
these employees engage in fewer organizational citizenship behaviors (OCBs). This
refers to things that an employee might do to help out at work, but are not technically
considered part of the employee’s job. The second thing that employees do in
response to unfair treatment is give supervisors lower performance ratings.
But worse than that, these retaliatory behaviors may not be confined to the individuals
who were treated unfairly. The authors found that entire teams of employees banded
together and performed fewer OCBs as a response to a teammate’s unfair treatment.
When teammates perceive that someone is getting treated unfairly, they may have an
emotional response of moral outrage that moves them to supportive action.
Another interesting discovery is that these findings do not work equally for all people.
The authors describe “strategic core” employees, or employees whose work is
instrumental for team success, and who encounter more problems and a heavier
workload than the typical employee. When these employees are treated unfairly,
they respond with even fewer OCBs than ordinary employees would under similar
circumstances. Also, teams more drastically reduced their OCBs when a strategic core
employee was wronged.
This research shows the importance of treating employees fairly. But what can
managers do if they have already behaved unfairly toward an employee? Luckily
this study provides a solution. “Recovery” is an attempt to atone for past injustice
by correcting the injustice or showing genuine remorse. Recovery was successful
at raising levels of OCBs as well as improving subsequent performance ratings of
managers. In this situation, the wronged employee’s teammates also increased OCBs
and managerial performance ratings. In other words, don’t underestimate the power of
simply saying “I’m sorry”.
Christian, J.S., Christian, M.S., Garza, A.S., & Ellis, A.P.J. (2012). Examining retaliatory
responses to justice violations and recovery attempts in teams. Journal of Applied
Psychology, 97(6), 1218-1232.
human resource management, organizational industrial psychology, organizational management
Proactive Performance Increases Customer Satisfaction (IO Psychology)
Topic: Culture, Self-Efficacy, Job Attitudes, Citizenship Behavior
Publication: Journal of Applied Psychology (MAY 2012)
Article: Doing the right thing without being told: Joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.
Authors: S. Raub, H. Liao
Reviewed By: Ben Sher
In the customer service division, men and women of the proactive service performance unit go above and beyond the call of duty. Their efforts often lead to increased customer satisfaction. These are their stories…
When customer service professionals follow established protocols and scripts during their interactions with customers, they are engaging in general service performance. Successfully meeting these standards is the mark of a good employee. Still, employees can do even better. One way to exceed expectations is to engage in proactive customer service performance. Employees who do this think about the future and have a long-term-oriented approach to anticipating and solving problems. They are also self-starters who do not wait to be told what to do. Instead, they take initiative to make decisions and do things that will help satisfy customers.
How can you get employees to engage in proactive customer service performance? Research by Raub and Liao (2012) has provided some clues. After conducting a large study involving dozens of service organizations, they found a positive relationship between initiative-climate and proactive customer service performance. What is initiative-climate? This is when an organization’s culture rewards and supports employees who show initiative. By doing so, they encourage employees to engage in behavior which is proactive.
The researchers also found that employee self-efficacy is positively related to proactive customer service performance. Why would this be? Employees with high self-efficacy, or the belief that they will be successful at work-related activities, are more likely to take a chance and be proactive. After all, they believe their actions have a high chance of leading to a successful outcome. Employees with low self-efficacy who do not believe they will be successful at work-related activities are less likely to be proactive. The researchers also found that the relationship between self-efficacy and proactive behavior is strengthened in an initiative-climate.
What happens when employees use proactive customer service performance? The authors found that this behavior is related to customer satisfaction, above and beyond general service performance. This means that it’s the extra, proactive behavior that is associated with the increase in customer satisfaction.
This study is important because it suggests a method for managers to increase customer satisfaction. It’s both the organization and the employee that make for a proactive environment. Organizations can create an initiative-climate that supports and rewards proactive behavior and recruit employees with high self-efficacy. Taking these steps can create an environment which is ripe for proactive service performance and customer satisfaction. And even if we are not in the service industry, don’t we all have customers whom we would like to satisfy?
Raub, S. & Liao, H. (2012). Doing the right thing without being told: Joint effects of
initiative climate and general self-efficacy on employee proactive customer service
performance. Journal of Applied Psychology, 97(3), 651-667.
human resource management, organizational industrial psychology, organizational management