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Attitude

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Behavior

Attitudes: From Beliefs to Behavior-

Perceived Environment

AttitudeFeelings

Beliefs

BehavioralIntentions

Cognitiveprocess

Emotionalprocess

EmotionalEpisodes

A-B Relationship

Attitude and Value Relationship

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Bases of Attitude ChangeCompliance

IdentificationInternalization

Managing/Changing Attitudes

A-B-C method of managingattitudesAntecedentsBehaviorConsequences

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Managing/Changing Attitudes

Barriers: Prior commitments; Escalation of Commitment; Insufficient information

Understand underlying phenomenon like - cognitive dissonance, Self-perception

Give Feedback

Accentuate the positive conditionsRole ModelResolving discrepanciesInfluence of friends and peersPersuasionUse of fearProvide new informationCo-opting approach

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Desire to reduce dissonance

How to Reduce Cognitive DissonanceFocus on more supportive beliefs that outweigh the dissonant belief or behavior.Reduce the importance of the conflicting belief.Change the conflicting belief so that it is consistent with other beliefs or behaviors.

Cognitive DissonanceCognitive dissonance refers to the feelings of discomfort andunease that arise when there is a discrepancy between our beliefs

and behaviors

Resolution of the incompatibility is assumed to serve as a basis forattitude change, in that belief patterns are generally modified so asto be consistent with behaviour.

As Festinger , A Theory of Cognitive Dissonance (1957):The existence of dissonance, being psychologically uncomfortable, will motivate theperson to try to reduce the dissonance and achieve consonance.

A i T M

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Assertiveness To ManageAttitudes

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n What assertiveness is NOT: Aggressive

Passive

Passive-Aggressive

n Fight-Flight-Right and we want to do what is Right!

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What is assertiveness?

Right.

Respecting others rights as well as your own rights.

Communicating effectively, directly, and withconfidence.

Dealing with conflict effectively and calmly.

Handling and receiving feedback effectively.

Setting boundaries.

Focus is on behavior and problem-solving instead ofattacking/ignoring the person.

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Assertiveness Skills

n Confrontationq Let the person know they are being aggressive and

you do not like it.q State how you feel about the behavior and what

the results of the behavior will be.n When you arrive late for your shift, I feel angry because it

makes me late to pick my daughter up from the sitter.

n I would appreciate it if you would call when you arerunning late, so that I can try to make other arrangementsfor my daughter.

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Assertiveness Skills

n Saying noq When people make requests that are not

reasonable, just say no.q Set your personal limits

n Personally and professionallyn Moral, ethical, preferences, legal, etc.

q Because your superior is not available right now, Ican not guarantee to actually put to use your idea.

I must speak with her first. I can give youassurance until..

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Assertiveness Skills

n Making requestsq Key Point:

n Do not be afraid to ask for what you want.

n If you can speak to me with out being disrespectful wecan continue this conversation.

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Assertiveness Skills

n Being more self disclosingq Very personal issue

n Sometimes, when you reveal personal information it canpresent the image of being more assertive showing

your confidence.n Sometimes, people will be thinking, a little too much

informationn Find the balance.use your rapport to know your limits

q I handled a situation very similar to this and I have not had

any negative side effects then.

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Dr. Smith, this is Susan Stone, thepharmacist at Village Pharmacy. Imcalling to verify the dose on Mrs.

Smiths prescription for Prozac.

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Dr. Smith, this is Susan Stone, thepharmacist at Village Pharmacy. Imreally sorry to bother you. I know you

are very busy. I could call back later ifyou want. But, I wanted to ask youabout Mrs. Smiths prescription forProzac.