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This presentation explores American Express's innovative approach to enhancing employee emotional competence through training and the creation of a new role: Relationship Manager. Recognizing issues of stress and emotional inexperience among employees, AmEx has implemented training sessions aimed at fostering self-awareness, self-control, and effective team dynamics. The company is committed to diversity in hiring and has streamlined its organizational structure to support these changes. Emphasizing continual education and fringe benefits, AmEx aims to meet both lower-order and higher-order employee needs.
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Psychology Sayen MaximeEmond NicolasHenry Paul EdouardFremaux Louis Leclercq Romain Gall 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 Higher-order needs -Day and evening shifts available-Metro pass bus discount program -Ride as much as you want for a monthly flat fee of $25 -Competitive wages -23-33 paid days off - depending on position -Tuition rembursement Self-actualization needs Esteem needs -Annual bonus plan-Stock ownership, and profit sharing plans-Paid training Social needs Safety needs Physiological needs Lower-order needs - Health, dental, and vision care coverage
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
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 …
