Professional Documents
Culture Documents
UNIT NO: 4
SUB: MANAGEMENT PROCESS AND
ORGANIZATION BEHAVIOR
(Sikkim Manipal University)
2009
LEARNING
INTRODUCTION
Learning is a process that enhances KNOWLEDGE,
SKILL & ATTITUDE (KSA) of individuals, to increase
his/her willingness to adopt those newly acquired
KSA and to implement them at the workplace
DEFINITION
“Any relatively permanent change in behavior that
occurs as a result of experience” (Robbins, 2003)
LEARNING
CHARACTERISTICS
1.CLASSICAL CONDITIONING
A Conditioned Stimulus (CS) paired with an Unconditioned
Stimulus (US) evokes a Conditioned Response (CS).
1. Positive Reinforcement
2. Negative Reinforcement
3. Punishment
4. Extinction
LEARNING- Shaping
1.
Behavior
POSITIVE REINFORCEMENT
Method of offering a reward to strengthen a desired
behavior
2. NEGATIVE REINFORCEMENT
Method of taking away a reward as a consequence of
an undesired behavior
3. PUNISHMENT
Creation of an unpleasant condition in an attempt to
eliminate an undesirable behavior
4 EXTINCTION
Elimination of any reinforcement that maintains a
behavior
LEARNING – Schedules of
Reinforcements
TYPES OF REINFORCEMENT SCHEDULES
1. Continuous Reinforcement
2. Intermittent Reinforcement
1. Continuous Reinforcement
When reinforcement is made for a desired behavior
whenever it is demonstrated, it is called as Continuous
Reinforcement
This is a traditional method of reinforcement
2. Intermittent Reinforcement
Reinforcement is not given on every instance of the
desirable behavior, but it is given often enough to make
the behavior worth repeating.
Intermittent Reinforcement are of two types:
a. Fixed Interval Reinforcement
b. Variable Interval Reinforcement
LEARNING – Schedules of
Reinforcements
1. Fixed Interval Reinforcement
Rewards are spaced at uniform time intervals, then the
reinforcement is termed as Fixed Interval Reinforcement
2. BOOMERS (1960-1980)
> Influenced by J. F. Kennedy, Civil Rights and Feminist Movement,
Beatles, Vietnam War, Baby Boom
> Distrusted Authority, but high emphasis on achievement and
material success
> Organizations are treated as vehicles for careers
> Terminal Values : Sense of Accomplishment & Social Recognition.
VALUE , ETHICS & JOB
3.
SATISFACTION
XERS ( From Mid 80s to mid 90s)
> Shaped by globalization, two career parents, MTV, AIDS and Computers.
> Value is given for flexibility, life options, achievement of job satisfaction
> Family and relationships are important and enjoy team oriented work
> Money is important but ready to make trade off for increased leisure
time
> Less willing to make personal sacrifice for employers than previous
generations.
> Terminal Values – True Friendship, Happiness and Pleasure
4. NEXTERS ( Recent Entrants)
> Grew up prosperous times, have high expectations, believe in themselves,
and confident in their ability to succeed.
> Never ending search for ideal job, see nothing wrong in job hopping
> Always seek financial success
> Enjoy team work but highly self reliant
> Terminal Values – Freedom and Comfortable Life
NATIONAL CULTURE & VALUES
RELATIONSHIP BETWEEN NATIONAL CULTURE & VALUES
1. Hofstede’s Research
2. GLOBE Research
Feelings
“any of the subjective reactions, pleasant or
unpleasant that one
may experience in a situation”.
EMOTIONS
THEORIES OF EMOTIONS
1. JAMES –LANGE THEORY (1890)
Subjective emotional responses are the result of psychological
changes within human bodies. Brain perceives an event and
sends messages to neural circuitry which evokes an emotional
response that is perceived by the brain. So it becomes a cyclical
process. The theory argues that psychological behaviors
precede the emotions.
2. CANNON-BARD THEORY (1927)
Emotion provoking events induce the subjective emotional
experience and psychological arousal simultaneously. Through
experience, individuals develop expectation about every events.
These expectations work as a filter to process every event.
During this process, brain produces the emotion and
corresponding psychological behaviors at the same time.
EMOTIONS
3. SCHACHTER-SINGER THEORY (1962)
According to this theory, both feedback from peripheral
responses and cognitive appraisal of what caused those
responses produce emotions. How one interprets
peripheral responses will determine the emotion.
Individuals label the emotional response depending on
what we think is causing the response.
4. LAZARUS’ APPRAISAL THEORY (1980)
An individual makes an initial and sometimes unconscious
cognitive appraisal of the situation to decide whether any
threat exist or not. When the individual makes a closer
look at the situation and identifies the emotions he or she
is feeling.
EMOTIONS
5. WEINER’S ATTRIBUTION THEORY (1986, 1992)
Certain attributions produce specific emotions. After the
initial evaluation, the individual looks at what caused the
event. These attributions of causality can modify the
emotions felt. It is the interaction of the perceived
internal and external causes, controllability and
outcome that will determine the emotional
responses.
BASIC EMOTIONS
Ortony and Turner (1990) conducted a through research
on the studies conducted by experts on basic emotions
and proposed the reasons for inclusion of those emotions
in each category. (Ref Page No: 97)
Similar way another study was conducted by Parrot. W.
(2001) (Book : “Emotions in Social Psychology”.) (Ref.
Page No:98)
EMOTIONS
GENERAL TOPICS
1. FELT VS DISPLAYED EMOTIONS
Felt emotions are the actual emotions of an individual. Displayed
emotions are those emotions which are organizationally required
and considered to be appropriate in a given job.
b. Cultural Specificity
Culture influences our personality, social and emotional development.
Each culture has a unique set of emotions and emotional responses.
The emotions shown in a particular culture reflects the norms, values,
practices and language of that culture.
3. EMOTINAL DISORDER – ALEXITHYMIA
The difficulty of a person in expressing his emotions and understanding
the emotions of others is called as alexithymia.
These people are not able to discriminate between different emotions
that they feel. Such people are suited to those jobs where little or no
emotional labor is needed. Alexithymia is found under following
situations:
1. Post-traumatic stress disorder
2. Certain brain injuries
3. Eating disorders
4. Use of drugs
5. Depression
6. Other mental health problems
EMOTIONS
4. Relationship between Gender & Emotions
Studies conducted by Broverman, Vogel, Clarkson,
Resenkrantz, Widiger etc proves that women are
more emotional than men. Men are emotionally
inexpressive. But research proves that it is more
appropriate for adults rather than children as males
learn to control their emotions as they get older
(Fabes and Martin). This happens because of
Socialization (Geer & Shields)
EMOTIONS
EMOTIONAL INTELLIGENCE
Emotional Intelligence is an aggregate of individuals’ cognition of
own and others’ emotions, feeling, interpretation and action as
per environmental demand to manipulate the consequence which
in turn result in superior performance and better human
relationship (Bhattacharya -2003)
Emotional Intelligence is a measure of the degree to which a
person makes use of his/her reasoning in the process of
emotional responses (both positive and negative) in a given
situation. So a person with high EI does not mean that he/she
never panics or loses temper. It implies that he/she controls it.
The ability to bring out-of-control emotions to normal track is
called as Emotional Maturity.
EMOTIONS
EMOTIONAL INTELLIGENCE MODEL – Daniel Goleman
(1995)
EI is the total of personal and social competencies.
Personal Competence determines how we manages
ourselves.
Social Competence determines how we handle our
EMOTIONAL INTELLIGENCE
interpersonal relationship.
Self-Awareness
Empathy
Self-Regulation
Social Skills
Motivation
EMOTIONS
PERCEPTION
Definition
Process by which we collect information, process
information and
retrieve it whenever needed.
It is a three-phase process of selecting, organizing
and interpreting
information.
Sele
ct
Organi Interpr
ze et
PERCEPTION
FACTORS INFLUENCING PERCEPTION
Factors in the Perceiver
Attitudes
Motives
Interests
Time
Work Setting PERCEPTION
Social Setting
Factors in the Target
Novelty
Motion
Sound
Size
Background
Proximity
PERCEPTION
Theories of Perception
ATTRIBUTION THEORY ( Kelley – 1972)
When we observe the behavior of an individual, we attempt to
determine whether the behavior was caused internally or externally.
Internally caused behavior are within the control of the individual.
Externally caused behavior is not under the control of an individual
as it is caused by external factors.
The above behavior is caused by three different factors. They are:
1. Distinctiveness
2. Consensus
3. Consistency
PERCEPTION
1. Distinctiveness
Refers to whether an individual displays different
behaviors in different situations. What people
attempt to know is whether the observed behavior is
unusual or not. If it is unusual, the observer is likely
to give the behavior an external attribution.
If it is not unusual, it will probably be judged as
internal attribution.
2. Consensus
If everyone who is faced with a similar situation
responds in the same way, we say that consensus
occurs in behavior. If consensus is high, people give
external attribution and if consensus is low, people
give internal attribution.
PERCEPTION
3. Consistency
Refers to the pattern that is reflected regularly in a
person’s actions and behavior. Does the person
responds the same way over time? The more
consistent in behavior, people assume internal
attribution.
1. Environmental Factors
Environmental uncertainty
Economic uncertainty due to business cycles
Political uncertainty
Technological uncertainty
2. Organizational Factors
Pressure to avoid errors, pressure to complete task in
a limited period of time, work overload, demanding
and insensitive boss, unpleasant coworkers etc
causes stress
Sources of Stress
Task demands. This include design of the individuals job
such as autonomy, task variety, degree of automation
etc, working conditions and physical work layout
Role demands. This includes
a. Role Conflict
b. Role Overload
c. Role Ambiguity
d. Interpersonal Demands
e. Organizational Structure which includes level of differentiation,
degree of implementation of rules and regulations etc. Excessive
rules and lack of participation in decisions might be a potential
source. Organizational leadership also can be a source of stress
among the employees.
Sources of Stress
3. Individual Factors
Personal problems
Family problems
Economic problems
Nature of a person
Individual Differences
Individual differences affect the relationship between potential
stressors and experienced stress. The differences are:
1. Perception
Moderates the relationship between potential stress condition
and an employees reaction to it. Stress potential lies in
interpretation of the conditions and not on objective conditions.
2. Job Experience
Job experience is negatively related to work stress. Job
experience and work stress is displayed by the following
mechanism in an organization.
a. Selective withdrawal: A more experienced person withdraws
from different stress situations in a tactical way. Voluntary
turnover is displayed by these people when the level of stress
increases
Sources of Stress
b. Coping mechanism: Develops different types of techniques
to cope with the stress
c. Collegial relationship: Develops goods relationship with
coworkers and supervisors to avoid the impact of stress.
3. Locus of Control
Locus of control is the psychological phenomenon that makes a
person to think that the outcome of an action is the result of an
internal control system or external control system. There are two
types of locus of control. They are internal locus of control and
external locus of control.
Internal Locus of Control
Those who are in internal locus of control believe that they control
own destiny. They perceive job as less stressful.
External Locus of Control
Thos who are in external locus of control believe that their destiny
is controlled by outside or external forces. These people are more
passive and feel helpless in stress situations.
Sources of Stress
4. Self-Efficacy
Self-efficacy measures the confidence of a person
upon own abilities. If self-efficacy is more, less
stress is felt.
5. Hostility
People who are quick to anger, maintain
persistently hostile outlook and project a cynical
mistrust are more likely to experience high stress
in situations.
Consequences of Stress
Consequences of stress are :
1. Physiological Symptoms
2. Psychological Symptoms
3. Behavioral Symptoms
1. Physiological Symptoms
Is a major concern and research topic in health and medical
science. This has got less relevance in OB
2. Psychological Symptoms
a. Job related dissatisfaction. According to Robbins, this is the
most simplest and obvious psychological effect of stress.
b. Multiple and conflicting demands, lack of clarity regarding
duty, authority and responsibility can increases stress
c. If we have got less control over the pace of our work, we feel
greater stress and dissatisfaction
3. Behavioral Symptoms
a. Changes in productivity, absence, turnover, change in eating
habits, increased smoking, consumption of alcohol, rapid speech,
sleep disorders etc are behavioral symptoms.
Managing Stress
There are two approaches to managing stress.
1. Individual Approaches
2. Organizational Approaches
3 INDIVIDUAL APPROACHES
1. Time management techniques. They are:-
a. Preparing daily list of activities to be accomplished
b. Prioritizing activities according to its importance
c. Scheduling activities according to its importance
d. Knowing our daily cycle and perform the most important
activity at peak cycle time.
2. Non competitive physical exercises
3. Use relaxation techniques such as meditation, hypnosis
and biofeedback.
4. Develop social networking through family, friends,
colleagues
Managing Stress
2. ORGANIZATIOAL APPROACHES
a. Improved personnel selection and job placement
according to right person-job-fit.
b. Use realistic goal setting and redesigning of job to
align the individual goals with the organizational goals
c. Training is stress management techniques
d. Increased employee involvement that improves
morale, motivation, commitment etc.
e. Improved organizational communication that
enhances transparency in organization
f. Establish corporate wellness programs that
rejuvenate and refresh people
Suggested Framework for Stress
Management
Managing stress should be given importance than eliminating stress
Goal should be to find optimal level of stress that can be handled
effectively by an individual which in turn will motivate the individual.
The framework for handling stress focus on two major areas.
1. How can we find out the optimal stress level of an individual?
2. How can we manage stress better?
Crisis Management
Systematic attempt to avoid organizational crisis or manage
those crises events that do not occur (Pearson & Clair – 1998)
ORGANIZATIONAL CHANGE
Organizational Change
Definition
Adoption of a new idea or a behavior by an organization ( Daft -1995)
Forces of Change
1. Internal Forces
2. External Forces
1.INTERNAL FORCES
Internal forces are those forces that exists inside an organization. The
most important internal forces are:
1. Change in the top management
2. Change in the size of the organization
3. Identification of performance gap
4. Changing employee needs and values
Forces of Change
2. EXTERNAL FORCES
External forces are exogenous forces that operate outside the sphere
of an organization,
RESISTANCE TO CHANGE
The members of an organization always resist changes. The resistance
to change may be of two types:
1.Individual Resistance
2.Organizational Resistance
Resistance to Change
Individual Resistance to Change
Fear of unknown
Resource constraints
RESPONSE TO CHANGE
Response to change depends upon the perception of the employees
about the change. So the important task of the management is to
understand and create a positive attitude among employees
regarding change.
Response to Change
There are three major reactions to change.
1. Anger
After passing over the shock of the new situation, many
employees view change as having a negative impact on their
personal situation and blame the management. If this situation is
not handled properly, it will lead to active non-cooperation and
passive resistance.
2. Denial
Many people go through a denial phase. Such people will make up
excuses and shows non accountability of actions. This may lead to
alienation of the individual from the group
3. Acceptance
Once an individual accepts change, he will rationalize his/her role
in the new situation. Acceptance may lead to continuation of the
service or resignation from the service. Both the situation, an
individual accepts the fact that the new environment exists.
Overcoming Resistance to Change
According to Schermerhorn, Hunt & Osborn, the following
are the methods to overcome resistance to change.
Internalization
When individuals are forced to encounter a situation that calls for new behavior
, it is called as internalization
Identification
When individuals recognize one among various models provided in the
environment that is most suitable to their personality, it is called as
identification
C. Refreezing
Actions are taken to sustain the drive for change and to facilitate the
institutionalization process of the change even in a day to day routine of the
organization.
Theories of Change
2. Action Research Model
Planned change is a cyclical process
Initial research about organization provides the data to guide
the subsequent action to bring the required changes
Data collection and diagnosis is very important
1. Magnitude of change
Magnitude of change from incremental change to quantum leap such as
fundamental change in organizational operations including structure,
culture, reward system, information process etc.
2. Degree of organization
In a mechanistic and bureaucratic structure , all the organization
dimensions are too rigid and inflexible. On the other hand, in a flexible
organization, tasks are loosely defined, communication is fragmented,
and job responsibilities are ambiguous.
Strategies of Change Management
Four strategies can be adopted to manage change (Bennis,
Benne & Chin (1969).
1. Empirical Rational
People are rational and follow their self interest once a
change is revealed to them
Change is based on the communication of information
and the offering of incentives
2. Normative Re-educative
People are social beings and adhere to cultural norms
and values
Change is based on redefining and reinterpreting existing
norms and values and developing people’s commitment
to new ones
Strategies of Change Management
3. Power Coercive
People are basically complaint and will generally do
what they are told or can be made to do.
Change is based on exercise of authority and the
imposition of sanctions
1. Formal Power
Formal power is based on the position of an
individual in an organization
It is derived from formal authority vested in the
individual due to his/her strategic position in the
organizational hierarchy
It varies across the organization
This power base is weakened by the presence of
unions and organizational policies on employee
treatment
Types of Formal Power
Formal Power may be categorized into four.
1. Coercive Power
This power base is dependent on fear
Based on threat of applications such as infliction of pain, the
generation of frustration through restriction of movement, or
the controlling by force of basic psychological or safety needs
2. Reward Power
Reward power is the extent to which a manger can use
extrinsic and intrinsic rewards to control other people.
E.g. money, promotions, compliments etc. Reward power
varies according to the skill of the manager
3. Legitimate Power
Refers to formal authority.
It makes subordinates to feel that the boss has a right to
command.
Lack of legitimacy implies a situation where authority is not
being accepted by subordinates.
Types of Formal Power
Elements of Legitimate Power
a. It represents power of a person receives as a
result of his/her position in the organization
b. Position of authority include coercive and reward
powers
c. Not limited to the power to coerce and reward. It
includes the acceptance of the authority of a
position by members of an organization.
4. Information Power
This power is derived from access to and control
over information. When a person controls needed
information, other become dependent on them.
Types of Power
2. Personal Power or Informal Power
It resides in the individual and is independent of that individual’s
position in the organization.
Types or Bases of Personal Power
1. Expert Power
Ability to control another person’s behavior by virtue of possessing
knowledge, experience, or judgment that the other person lack, but
needs.
It is relative and not absolute. In technology driven world, this is
absolutely true as a boss has to depend upon the subordinate for
technology support
2. Rational Power or Persuasion
It is the ability to control another’s behavior, since through the
individual’s efforts, the person accepts the desirability of an offered
goal and a viable way of achieving it.
3. Referent Power
It is the ability to control another’s behavior because the person wants
to identify with the power source. In this case, a subordinate obeys
the boss because he/she wants to behave, perceive, or believe as the
boss does.
4. Charismatic Power
It is an extension of referent power stemming from an individual’s
personality and interpersonal style. Others follow because they can
articulate attractive visions, takes personal risks, demonstrate
follower sensitivity etc.
Dependency – Key to Power
Power is a function of dependency. The greater the dependency
of a person on the other, the greater will be the power of the
person upon the dependent.
Dependency is inversely proportional to the alternative sources of
supply.
Three factors are responsible for dependency. They are:
1. Importance
For creating dependency, the things that a person control must
be perceived as being important. Such people can avoid
uncertainty and hence can command greater power.
2. Scarcity
A resource should be scarce to create dependency. It is also
important in the power of occupational categories also. Where
supply of personnel is low in relative to demand, such personnel
can command better salary and benefit packages.
3. Non-substitutability
If a resource has got less substitute, then it command more
power.
Power Tactics
The most common power tactics are:
1. Reason
Use of facts and data to make a logical and rational
presentation of ideas
2. Friendliness
Use flattery, creation of goodwill, acting humble and friendly
3. Coalition
Getting the support of other people
4. Bargaining
Use negotiation through exchange of benefits and favors
5. Assertiveness
Use direct and forceful approach
6. Higher authority
Gaining support of higher level in the organization to back up
requests
7. Sanctions
Use organizationally derived rewards and punishments
Power Tactics
The manager’s relative power influences the selection of tactics in two
ways.
1. Managers who control resources that are valued by others, or who
are perceived to be in positions of dominance, use a greater
variety of tactics than do those with less power
2. Managers with power use assertiveness with greater frequency
than do those with less power.