WISE INTERVENTIONS

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Cable et al., 2013, Study 1: Reflecting on their past, present, and future selves increased customer satisfaction and employee retention among call center employees over six months

Reference:

Cable, D. M., Gino, F., & Staats, B. R. (2013). Breaking them in or eliciting their best? Reframing socialization around newcomers’ authentic self-expression. Administrative Science Quarterly, 58(1), 1-36.
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Summary:

In an hour-long session, new employees at an Indian call center (1) listened to a senior leader discuss how the company offered each new employee opportunities to express him or herself and generate individual opportunities; (2) completed an individual problem-solving task, ranking items in order of importance if stranded on a life raft at sea; (3) reflected on how their decisions might compare to others’; (4) listed three words that “best describe you as an individual,” described “what is unique about you that leads to your happiest times and best performance at work,” described “a specific time—perhaps on the job, perhaps at home—when you were acting the way you were ‘born to act’,” and “how can you repeat that behavior on this job”; and (5) introduced “their best selves to their future work group” and discussed how they approached the problem-solving task. Participants also received a sweatshirt with their individual names on them and an individual badge. As compared to new employees who took part in an hour-long session that focused on the strengths of the company and to a control condition that received standard training, those in the individual condition were less likely to leave the firm and showed greater customer satisfaction over the next six months.

Psychological Process:

What Desired Meaning is At Stake?

What is the Person Trying to Understand?

Selves (My Own and Others')

Approach to Desired Meaning

What about it?

Changing self-identity

How?

Psychological Question Addressed

Who could I become?Who could I become?

Psychological Question Addressed

Who could I become?

Psychological Process 2:

Need

What is the Person Trying to Understand?

What Desired Meaning is At Stake?

What Desired Meaning is At Stake?

What About it?

Approach to Desired Meaning

Approach to Desired Meaning

How?

Psychological Question Addressed

Psychological Question Addressed

Psychological Question Addressed

Psychological Process 3:

Need

What Desired Meaning is At Stake?

Approach to Desired Meaning

How?

Psychological Question Addressed

Psychological Question Addressed

Who could I become?

Social Area:

Intervention Technique:

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Posted By:

Walton & Wilson, 2018