Nature and genes
there are a variety of definitions, most seem to center around the notion
that it involves measuring people, issues, objects, etc. along a dimension
ranging from positive to negative. This "measurement" has two components:
one cognitive and one affective (values & beliefs).
and values are combined with our cognitive component; thus, two components
(affective and cognitive) give us our long range or persistent measurements
for dealing with the world. While a person may have the competency to
perform a task, that does not mean he or she will have the desire (attitude)
to do so correctly. In other words, competencies give us the ability
to perform, while attitudes give us the desire to perform. Attitudes
change with various events in a person's life. These emotional changes
also vary in length of time.
emotion mobilizes the mind and body to meet one of the challenges of
living and reproducing in the cognitive niche. Some challenges are posed
by physical things, and the emotions that deal with them, like disgust,
fear, and appreciation of natural beauty work in straightforward ways.
Others are posed by people. The problem in dealing with people is that
people can deal back. The emotions that evolved in response to other
people's emotions, like anger, gratitude, shame, and romantic love,
are played on a complicated chessboard, and they spawn the passion and
intrigue that misleads the Romantic.
four main methods used for changing attitudes in performance interventions:
In certain organizations
or circles, the word "attitude" seems almost mystical and reverent.
Often it is almost "taboo" to discuss. This is because we are often
discussing much more than "attitudes." That is, we are really discussing
a variety of "self concepts," such as values, feelings, emotions, motivations,
etc. So instead of discussing skills, knowledge, and "attitudes," it
might be more appropriate to use the term "self-system" in the place
of attitude, an interrelated system of beliefs and processes that produce
goals that are executed by the metacognitive system. Specifically, the
self-system determines whether an individual will engage in or disengage
in a given task.
- Exposure Effect:
This technique uses simple "experiences" to start the attitude formation
by exposing a person to a concept, object, or person a number of
times. And normally this is done through "positive" experiences
as "negative" experiences require disgust, pain, or fear. For example,
if we want a person to display a smile, then the employee's peers,
supervisors, and leaders, need to consistently display real smiles.
This concept is based upon "classical conditioning" and "operant
conditioning." Classical conditioning are involuntary reflexes,
while operant conditioning is based upon voluntary behavior. For
example, we use classical conditioning by making classrooms attractive
and non-threatening. While operant conditional is based upon the
premise that people repeat a behavior that has desirable results,
for example, when a learner produces a genuine smile, then a compliment,
prize, grade, etc. is given.
- Persuasive Communication:
The advertisement industry is based upon this technique. For example,
Camel cigarettes used information, such as how they use a superior
tobacco blend, in combination with "Joe Camel," to show how "cool"
they are, to persuade people through both their cognitive and emotional
sides to buy their product. This technique is based upon three main
characteristics: source, message, and audience. E.g, the source
- how believable and likable you are, the message - content and
style, and audience - educational level, other attitudes. To go
back to our smile example, we might show pictures of employees using
their smiles in the course of their duties. We might also include
some real experiences in how their "genuine interest" produces a
- Changing Viewpoints:
Although discussions mainly work through our cognitive side, we
have to remember that almost everything we do is based upon our
emotions. Epictetus wrote, "Men are disturbed not by things but
by the views which they take of them." So you might start a
discussion by asking how their feeling are linked to their thoughts.
A simple example for training customer service might be to ask them
what feelings and thoughts produce a smile? How are these feelings
and thoughts interconnected? Next, ask them to take the viewpoint
that they are happy when working with customers. Ask them what their
feelings and thoughts would be. Finally, have them do a role play
of working with a customer with this new viewpoint.