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Examining Employee Dissatisfaction At Verizon Communications

Verizon Communications located in New York and included in Delaware, was formed on June 30, 2000 with the merger of Bell Atlantic Corp and GTE Corp. The mergers that made Verizon were among the largest in U. S. business history. Verizon's objective is to allow people and businesses to talk to each other. Verizon is also committed to providing full and open communication with their customers, small and medium-sized businesses and wholesale customers in 28 expresses, including Washington, D. C. Verizon comes with an estimate around 250, 000 employees. Verizon lately just sold a few of their companies such as Verizon South, Verizon North, Verizon California, GTE Florida, and GTE Southwest to Frontier Marketing communications on July 1, 2010. Products that Verizon offers are landline, tone of voice over internet protocol, dietary fiber optic lines, voicemail, cellular, video, and high speed internet.

Verizon has provided technicians, customer service agents, operators, among others with job security, opportunities to boost and gain new skills, and sustainable salary and benefits. Yet since Verizon was made in 2000, they have shirked its responsibilities as a general population utility that has already established over 25 company-wide layoffs among its employees. Because of the numerous layoffs, That is one of the complexities which makes the employees at Verizon to be dissatisfied with the jobs. Verizon went from offering employees' gift items, training, bonus products and outstanding profit packages to eradicating pensions for management staff, retirement living and office celebrations, rationing office equipment, and providing in-house methods and procedures trainings. I can remember getting started as a Customer Service Representative experiencing the many claims among the staff about how miserable they were and how these were fearful that Verizon would place them off. After four years working as a person Service Rep, I was marketed to Management as a HR Coordinator/Analyst. It was only when I changed into management did I hear problems daily about worker dissatisfaction with the company. After noticing lots of employees getting their doctors to get them of work credited to pressure on the job, I needed to research why employees were so dissatisfied with the company. Because of the severe nature of employee issues and issues, I made a decision to take it upon myself to generate an in-house EAP for the employees called the MOVE Group, Motivating Our Verizon Employees until my position was taken away in November 2008.

According to the recent OCI Survery, Both top standing organizational culture styles for Verizon are Humanistic-Encouraging and Affiliative. The two lowest ranking organizational culture styles are Avoidance and Oppositional. The fresh rating for Humanistic Encouraging is 50 with a percentile rating of 99%. The next highest raw rating is for Affiliative 50, rank in at 99%. Now for the Avoidance and Oppositional natural scores, both are 18, with Avoidance percentile score being 39% and Oppositional is 24% (OCI Circumplex, 4). Based on the OCI Review, Humanistic-Encouraging characterizes organizations that are been able in a participative and person-centered way. Customers are anticipated to be supportive, constructive, and available to influence in their dealings with one another. I can verify that Verizon is a company that cares about the customers, stockholders, and employees, as well as value people and operations that induce useful change. Per the OCI, An Affiliative culture characterizes organizations that place a higher top priority on constructive interpersonal relationships. Members are expected to be friendly, open up, and delicate to the satisfaction of these work group. The affiliative environment that I have seen while working at Verizon is one that encourages bettering personal skills, being friendly, sociable and enforce the wide open door plan. Verizon has offered its employees the chance to use an intranet site that targets all these factors related to affiliative through a system called, Online Learn, where you receive a certificate after completing the course. Avoidance, according to the OCI, does not reward success but still punish faults. Locally, working in the High Speed Internet department, there have been two supervisors who had been notorious for never getting a good comment to state when the employees would save a person from heading to the rival. When it was time for twelve-monthly reviews, The employees talked about that that they had to concern the appraisals they received because the workers had proof of how many requests they created and how many came back error-free, however, the supervisors experienced that the work was just average. As for the Oppositional style, OCI tells us that this style is confrontational and negative. Verizon was a company that changed their procedures often, sometimes daily, just to stay current with customer and business needs, so because of this, Supervisors were required to think fast and act quickly, which often times led to office conflicts.

Problem Statement

Employee satisfaction can be an emotional position that an employee activities while at the job. If employees are unsatisfied or dissatisfied, despite their finest attempts, it is difficult for them to conceal this factor when interacting with their co-workers, the management personnel, and Verizon customers. Among the primary known reasons for evaluating staff satisfaction among the list of Verizon employees is to identify problems and make an effort to take care of them before they impact the clients. Corresponding to Mary Rau-Foster, leader of Foster Seminars and Marketing communications LLC in Brentwood, TN, Employee satisfaction - or insufficient it - hinges on a productive, gratifying relationship between staff and management; indeed, the success of any firm depends on workers who enjoy their careers and feel rewarded by their attempts. When companies put employees and customers first, their employees are happy, their customers are devoted, their income are increased, and their continued success is suffered. Worker satisfaction and client satisfaction are mutually reinforcing.

One possible reason behind employees to not be satisfied while working at Verizon is low morale. Low morale is related to lack of communication and trust, negative reviews from supervisors, inflexible working conditions, and departmental layoffs and closures. The purpose of this paper is to handle some of the problems that cause employees to be dissatisfied with Verizon, its effects on customer retention, and possible solutions to improve staff satisfaction. Therefore, the next research question is posed: What are the factors influencing Verizon employees satisfaction and motivation and how do these factors impacts their performance?

Literature Review

In a recently available publication, the Discussion Board reports that more than half of U. S. employees are dissatisfied with the jobs, while a study by Salary. com suggests that 60 percent of current employees will tend to be searching for a fresh job next six months (Head to Innovator, 53). Corresponding to Ian Davidson (2004), employees are the most valuable belongings a firm has. Employees will be the catalyst of any business. In Gallup polls used every August from 1989 to 2009, 85 percent to 94 percent say they were either completely or slightly satisfied with their jobs (Morello, 2010).

Motivation and Job Satisfaction

There are several ideas related to motivation at work. Maslow (1954)

organized five needs into a hierarchy, and Maslow mentioned the lower order needs must be met

before higher order needs could be fulfilled. The hierarchy starts with physiological needs such as

thirst and cravings for food at the lowest level. Once these needs are satisfied, the safe practices needs emerge

such as shelter and cover. The 3rd level is the sociable needs associated with love, devotion,

and owed. The fourth level is that of esteem; the need for self-esteem, self-respect, and

respect for others. After these four needs are met, the previous need is that of expansion or self-actualization. For a person to move to a higher level of growth, all lower order needs

must have been achieved. Hertzberg (1966) centered his research on Maslow and presented his motivation-hygiene theory that offered to two basic needs of man 1) pet animal needs related to the surroundings and 2) human being needs related to the work to which man is engaged. Through his studies, Hertzberg found five factors that are strong determiners of job satisfaction and several items which cause dissatisfaction. The work satisfiers all relate to man's relationship from what he does indeed, including achievement, acknowledgement, work itself, responsibility, and improvement. The dissatisfiers explained man's relationship to the environment. The items found to cause dissatisfaction and to produce short-term changes in job behaviour included "company insurance plan and administration, guidance, salary, interpersonal relations, and working conditions" (Hertzberg, 1966, p. 74). Pondering back to some of the conversations with the employees at Verizon, the factors outlined by Hertzberg are parallel to what the employees made complaints about as it relates to them being dissatisfied.

Work/Life Issues

Work/life issues are being used to describe the everyday events of someone's life and the way

these issues are damaged by work. The work/life issues include burnout, stress, managing work

and family, and carry-over between work and home. The work information for the employees at Verizon requires those to be available to work from 8am-10pm Monday through Friday and Saturdays from 8am-2pm. Once people commence to work, they may become overwhelmed

with the quantity of time they can be abroad and their families (Kutilek, 2000). Because office strategies change from day-to-day, The employees are often times in training each week. Some employees, depending on the performance, are asked to visit with the managers to different workshops how to create high speed internet purchases in forms only understood by technicians so when they are assigned to install, detach, or change broadband internet orders, they are processing the purchases correctly. Also, they are necessary to work required overtime and if indeed they do not work the overtime, it'll lead to disciplinary activities. Being abroad this amount of time can lead to difficulties balancing work and family. Commented by Kalliath and Brough (2008), Getting a good balance between work and family commitments is an evergrowing concern for modern employees and organizations. Issues in balancing work and life are becoming more technical for employees in the general public and private industries, including work schedules, child and adult care and attention concerns, time concerns, and work expectations (Kutilek et al. 2002a).

Employee Turnover

Employee turnover is the amount of permanent employees going out of the business within the reported period versus the number of actual active long lasting employees on the previous day of the prior reported head matter. When a worker leaves a business, the employee needs with him knowledge and experience, whatever cannot be monetarily measured which cannot be easily recreated.

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