Psychology

Sayen MaximeEmond Nicolas

Henry Paul EdouardFremaux Louis

Leclercq RomainGall Alain

Birolini Jérôme

Introduction

• Presentation of American Express

• Presentation of Organizational Behavior (OB)

• Why did they choose the OB’s solution ?

Emphasis on social conditions

• Problem : AmEx’s employees are not experienced enough with emotions.

• “We’re introducing people to a whole new language” Darryl Grigg, a psychologist.

• Solution : Training sessions on emotional competence

Development of good working relationships

• Creation of a new kind of job inside AmEx

Relationship Manager

Goals of the job

• AmEx organizes meeting for its employees

• Policy of continual education to enhance the employees’ way of working in team :

• Self-awareness,• Self-control,• Reframing.

How to reduce stress inside AmEx ?

• Source of stress: the role ambiguity

• Learning is very important inside AmEx

• Nearly 15% of U.S. workers are experiencing enough stress over financial worries

• E.g. : the training called Focus on Coping Under Stress.

Maslow theory for AmEx

Physiological needs

Safety needs

Social needs

Esteem needs

Self-actualization needs

Lower-order needs

-Competitive wages

-23-33 paid days off - depending on position

-Tuition rembursement

-Annual bonus plan-Stock ownership, and profit sharing plans-Paid training

- Health, dental, and vision care coverage

-Day and evening shifts available-Metro pass bus discount program -Ride as much as you want for a monthly flat fee of $25

Higher-order needs

How is AmEx implementing diversity in hiring ?

• The program (benefits, employees training...)

• Transparency in hiring

• Respect of diversity

The AmEx’s organization

• Large organization

• Extremely hierarchy company

• Attempt to streamline

Benefits of a streamlined organization for AmEx

Hierachical organization Streamlined organization

Communication very difficultPeople more reachable, efficiency, hot teams

Difficulties to have SCA best on the market

Traditional, conservative

Not open mind

nearest from their customers

improve their company’s culture (social interexhange…)

Summary of AmEx’s OB practices

• Before• Rigorous and structured environment• Hierarchical environment

• Now (in course of improvement)

• Participative• Lot of teamworks• Team philosophy (and not group)• Getting through the bureaucracy• Understand the specific culture and kind of work

Summary of AmEx’s OB practices (2)

Fringe benefits :

• Health care• Saving and retirement• Life and disability insurance• Annual bonus plan• Metro pass bus discount program ride

Conclusion

• Individuals

• Learning as a key value• Fringe advantages…• Self actualization

Conclusion (2)

• Group

• Diversity• Eficiency

• Organization

• From a pyramidal to a flat structure

Sources

• www.americanexpress.com

• Course « Psychology » with Boris Porkovich

• « Managing behavior in organizations », by Jerald Greenberg.

Thank you

Any questions …