The Truth About Managing People, Third Edition

Truth 10. Good Citizenship Counts!

All other things equal, most managers want employees who will do more than their usual job duties. They want employees who will go beyond expectations. Employees who exhibit discretionary behavior that is not part of their formal job requirements, but that promotes the organization’s operations, are said to be good citizens. And in today’s workplace, where flexibility is critical, jobs are fluid, work is often done in teams, and job descriptions frequently fail to include all the essential tasks that need to be done, top-performing managers need individuals who display good citizenship behavior.

What is good citizenship behavior? Examples include employees making constructive statements about their work group ...