Airport Campus

Student’s Name & SYED HASNAIN /

ID: 10561
Subject: Organizational Behavior Submission Day: Saturday
Submission Date: 13thof June,
Instructor: AtherQadeer 2020
Submission Time: 06.00 PM
Program: BBA (Before)
Section: Tuesday Max. marks: 40

Department of Business Administration

Final Exam (Take Home) – Spring 2020

Instructions:

1. Read and attempt all the questions carefully.

2. All questions carry Equal Marks.
3. Organize your work clearly, neatly, and legibly with page numbers in footer.
4. Write answer to each of the questions is mentioned with questions
5. You are not allowed to change the sequence of questions or any part.
6. This exam will test your ability to examine, explain, modify or develop concepts
discussed in class.
7. There are two case studies. Attempt all questions.
8. Exam answers will also be checked through Turnitin for originality.
9. Do not share your answer with any classmate or member. Otherwise, you will be
penalized by deduction in your marks.
10. The total marks for the final exam are 40 marks.
11. We have extended the duration of the exam to give you time to download the paper,
write your answers and upload them.
12. Each student has to submit complete question paper with answers on a Word
Document and submit the soft copy through VLE.
13. Your answer should be typed, double-spaced on standard-sized paper A4. (8.27″ x
11.69″) with 1″ Normal margins on all sides.
14. You should use a clear font that is highly readable; 12 pt. Times New Roman font.
 _________________
Instructor's Signature

NAME – ATHER QADEER

SUBJECT – ORGANIZATIONAL BEHAVIOR
COURSE CODE - 012001058
PROGRAM – BBA

QUESTION NO 1 (25 Marks)

CASE STUDY – A TALE OF TWO STARS WITH CONTRASTING PERSONALITIES

Paramount Beauty and Health care products are a company dealing in skin care medicated
products and Contact lenses. Having secured a moderate market share in the chosen segment
they are now in the process of expanding their market share. To meet their objectives they have
inducted a team of 5 sales representatives comprising of 3 boys and 2 girls. The sales
personnel were hired through a proper system of recruitment and selection. The sales team was
given a training of two weeks to improve their soft skills and enhance their product knowledge.
The medical professionals who would be prescribing their products were either Dermatologists
or Ophthalmologists. MR BAIG the marketing director had given autonomy to MR.KHAN the
Regional sales manager to make the final selection of the sales team.
Although the progress of sales team in general was satisfactory yet there were issues in the
sales team regarding two persons. One was the attitude of Sarah Khan and second was lack of
motivation & commitment of Imran Ali. Both of them were among the 5 team members being
inducted having gone through the entire process of recruitment & selection, orientation and
training. Let us probe into the personalities of both Sarah and Imran separately.
1- SARAH KHAN

Sarah Khan a graduate from a leading business university is a confident vibrant personality
who is bestowed with excellent communication skills and very fluent in English. She is
confident, presentable, and smart with the ability to carry herself. She hails from a somewhat
elite background and is well versed in the art of persuasive communication. With her magnetic
personality she has developed informal contacts with leading doctors. In short she is bestowed
with all the requisite skills that are needed in an ideal sales/ marketing person. She was the first
person in the sales team to meet assigned targets. As far as selling skills are concerned she is an
absolute gem.
Despite all the positive traits in her personality there is a dark side. She has become an
enigmatic personality, a concern for the management. She has got a negative side to her
personality. She is extremely egoistic and success has gone to her head. She has developed a
very arrogant attitude with her peers within the organization. She is selfish, self-centered and a
victim of Narcissism. She openly ridicules her team mates and when given a team work she
tends to become a social loafer. In team meetings she ridicules the ideas presented by others
openly displaying a superiority complex and arrogance. Her attitude has gone to that extent that
she openly criticizes the marketing strategies of her boss, none other than the regional sales
manager MR.KHAN.

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Her behavior has caused a lot of resentment among her colleagues. The management is
concerned how to deal with her attitude problem especially the zonal sales manager KHAN is
very disturbed how to deal with the issue. He doesn’t want to lose her yet at the same time her
attitude is beyond tolerance.
2- IMRAN ALI

IMRAN Ali is another business graduate from a leading institution. His academic record is
more outstanding than Sarah. Imran with his knowledge was outstanding in the training
sessions and during those sessions he was far ahead than his peers in product knowledge and
level of intellect. Management was anticipating that Imran will turn out to be the star of the
team.
But great expectations in his case turned into failed expectations. Imran has so far not been
able to perform anywhere near his potential. After initial failures and dis-appointments he is
lacking in motivation. He was the only team member unable to meet the assigned targets.
Apparently there seems to be nothing wrong with him. He has got adequate product knowledge,
pleasing personality although a bit introverted at times, good sense of humor and always well
dressed. However there is a weakness that has come to the surface that he takes too much stress
and tends to take rejection from the client on a personal level. This is yet another challenging
situation for MR.KHAN to transform an under achiever into a high achiever.
QUESTION FROM THE SCENARIO
a- In your opinion what are the underlying reasons behind Sarah’s behavior? Is it a
psychological problem? ( Approx. 500 words) – 4 marks

ANSWER:

As it is obvious that with great look and communication skills create the element of arrogance

in human nature likewise the situation of the team member Sarah. As if someone has the

confidence to put themselves forward in about any situation you want to imagine, in a

leadership role, or in presenting a differing opinion, extreme confidence is often reported as

arrogance. As like the team member think about Sarah’s behavior. As according to the human

nature, Good looking people who walk tall can be seen as arrogant for the same reasons. It is an

interpretation by small mindedness which likes to pull others down by disapproval instead of

working on raising themselves up. So it might be the mind of the people towards Sarah’s

behavior of arrogant.

In my opinion Sarah behavior is due to the importance / personal relevance refers to how

significant the attitude is of Sarah and relates to self-interest, social identification and value.

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If her attitude has a high self-interest for a person, it is going to be extremely important.

As a consequence, that attitude will have a very strong influence upon a Sarah behavior. By

contrast, an attitude will not be important to Sarah if it does not relate in any way to their life.

The knowledge aspect of attitude strength covers how much a person knows about their attitude

object. People are generally more knowledgeable about topics that interest them and are likely

to hold strong attitudes (positive or negative) as a consequence.

Attitudes based on direct experience are more strongly held and influence behavior more than

attitudes formed indirectly.

We tend to assume that people behave according to their attitudes. However, social

psychologists have found that attitudes and actual behavior are not always perfectly aligned.

After all, plenty of people support a particular candidate or political party and yet fail to go out

and vote. People also are more likely to behave according to their attitudes under certain

conditions.

So all in once it is concluded that with great skills the element of arrogance is being observed.

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 b- If you are in place of Zonal sales manager MR.KHAN how would you deal with the
problem? What steps you would take to correct the attitude of SARAH KHAN? Discuss
with sound arguments. ( Approx. 750 words) – 6 marks

ANSWER:

Changing Sarah Khan behavior will be a great challenge for me as a manager. I as a manger

firstly will go with the strategy of changing the behavior of other 4 members of the team. I will

set up some plan with them, firstly I will stop them from praising her, as it is in human DNA

that if you ignore someone he or she will get into confusion, and bring him or her to think about

that why they are ignoring my looks and are not praising my amazing communication skills. In

this way she does not get time to show attitude and gradually her attitude towards client and

member will change.

Give instances of awful conduct – One approach to make criticism explicit is to feature past

instances of the worker's poor mentality.

Offer noteworthy guidance – After you give instances of awful conduct, unmistakably let the

representative expertise they ought to have carried on so they comprehend what is anticipated

from them going ahead.

Give acknowledgment for a vocation very much done – Since the representative accomplishes

incredible work; make certain to give them credit where it's expected. You don't need the

representative to leave away from their survey feeling it was unreasonable and uneven.

Screen the worker's demeanor and registration routinely – After the audit finishes up, check

whether the representative attempts to improve their disposition and meet with them regularly

to talk about their advancement.

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It's a troublesome discussion advising a skilled worker they have to make upgrades. They know

they're acceptable at their particular employment and might feel like they were doing

everything right. Be that as it may, on the off chance that you obviously let the worker know

where their demeanor is missing the mark and how it impacts the more extensive organization,

they should leave away understanding they have individual issues they have to chip away look

at past an employee’s results

On the surface, you want every employee to do great work those results in the company being

successful. But it’s important to keep in mind that goals are met when different people work

well together.

A high-performing employee with a bad attitude can do more harm than good. The immediate

results they deliver likely won’t be worth the workplace problems they cause so be sure to

focus on the big picture.

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 c- If despite all of your efforts the attitude of SARAH does not change, would you retain
her in the organization or you will show her the exit? Why or Why not? (Approx. 500
words) – 3 marks

ANSWER:

Everybody has a terrible day once in a while. Yet when an employee suddenly begins to have a

lot of bad days, or he or she displays behavior that seems odd or even alarming, it’s time for

HR to take action,

With this situation I will probably go with the phase of warning Sarah Khan with the proper use

of courtesy, and after that if there comes change in her attitude so it will be beneficial for both,

if not than going with expelling her will be the best step. As due to her behavior it is causing

lack in sales and decreasing customer’s quantity. So rather than losing sales and consumer it is

better to hire someone else who have better skills and manner that how to work in team.

So, when we utilize cruel disciplines we may keep a conduct from happening. In any case, on

the grounds that the individual sees that the discipline is controlling the conduct, the

individual's perspectives may not change. Guardians who wish to urge their kids to share their

toys or to rehearse the piano subsequently would be savvy to give "simply enough" outside

motivation. Maybe a steady token of the propriety of the movement would be sufficient to draw

in the action, making a more grounded censure or other discipline superfluous. Thus, when we

utilize amazingly constructive prizes, we may build the conduct and yet sabotage the

individual's enthusiasm for the movement.

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The issue, obviously, is finding the correct harmony among support and over fortification. On

the off chance that we need our youngster to abstain from playing in the road, and in the event

that we give cruel discipline to resisting, we may forestall the conduct however not change the

demeanor. The kid may not play in the road while we are observing however may do so when

we leave. Giving less discipline is bound to lead the youngster to really change their

convictions about the propriety of the conduct, yet the discipline must be sufficient to forestall

the undesired conduct in any case. The good is clear: on the off chance that we need somebody

to build up a solid demeanor, we should utilize the littlest prize or discipline that is viable in

creating the ideal conduct. So ousting her will be the best alternative. In such situations, “The

employee should not be allowed to leave with any company property.

d- Give your analysis why Imran Ali is not performing and lacking in motivation?
( Approx. 500 words) – 4 marks

ANSWER:

The reason according to my point of you after going through the profile of Imran Ali, I got

some points that why he is lacking in motivation and performance is giving up. And having the

competition with other member and not be able to overcome them will definitely increase the

stress level, as he is good in all sector but the thing which I think is missing in Imran Ali is the

element of patient do to which he get stress and when there is stress there come lacking in

motivation.

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It is substantially less about exertion for what it's worth about circumstance. Imran excused free

enterprise in light of the fact that the uncommon riches it made will in general lift all vessels,

and by expansion, the poor as a whole class. They end up happier, and absolutely a destitute

individual in the U.S. looks rich contrasted with a needy individual in third world Africa. We

can't all be CEOs of our own performance worked firms. Representatives are required; boss

need Indians. There will consistently be needy individuals in free enterprise, and it isn't right to

censure them for being poor. We don't pick our folks, and they can have the entirety of the

effect. Some are apathetic, yet by far most makes a decent attempt. Without the correct

chances, the correct help, and the correct associations, it is uncommon to break out of our

station during childbirth. Everyone has heard of a story where a kid from nowhere made it big,

but those are the exceptions, not the rule.

Having said that, wealth doesn’t often equate to happiness or contentment. Those people who

aren’t driven by the pursuit of money are usually much happier. They focus on relationships

instead, and from those, the real joys in life are found.

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 e- If you are in place of zonal sales manager what steps you would take to raise his
motivation level and convert IMRAN to a high achiever. ( Approx. 750 words) – 5
marks.

ANSWER:

As manager it will be my responsibility to understand the feeling of the employee and try to

understand why he or she is depressed. Manager is responsible not only to manage the product

but also manage the understanding of employee. A manager has many duties. One of the most

significant ones is to motivate and inspire employees. So as the manager I will Encourage

Imran Ali that not to give up. And on every work done by him I will give Positive feedback that

will make him want to continue his success forward to next project. Knowing his work is

valued will help to motivate Him. And I will also pay him more not only the wage but also the

attention too.

Sales managers will go to the extreme to motivate their teams. They pull out all the stops - huge

kickoff meetings, trips to exotic locations, giant commissions. But big and flashy can’t fix a

motivation problem.

Every day, your sales reps are bombarded by outside factors that are affecting their motivation.

The customer might be telling them ‘no’ over and over again. It may be the wrong time to sell

in the market. There may be some disaster going on affecting their ability to sell. But in order

to sell well, salespeople need to be hyped up and ready to go at any time. I’ve run sales

departments in three organizations, and I know the motivation of your sales reps will affect

productivity, culture and the bottom line.

Maybe you reward them by offering to do a task they hate, such as prospecting or cold calling.

Or perhaps you pledge to shave your head if your team reaches a certain goal. Maybe you can

hold fun outings such as a trip to an escape room or a sports game. Think outside the box to get

your team excited.

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Don’t be afraid to get input from your team members, too. Be direct and ask them, “What

would motivate you?” You may be surprised at their answers. And remember, not everyone

feels motivated by the same things. Be open to their input and try different tactics. You never

know what might work.

f- If despite all of your efforts IMRAN is unable to perform would you retain him in the
organization or you will show him the exit? Is there any other option in his case?
(Approx. 500 words) – 3 marks

ANSWER:

The case of Imran Ali is quite different from Sarah Khan but the output is the same, so going

with the same step will be quite injustice.As Every manager, at some point in their profession

will have to learn to deal with an underperforming employee. As a manager some of my team

member will not sure to do performing at their best, as the example of Sarah and Irman

performance. It can bring down confidence and shape the overall goals of the organization. It’s

important, and fair, for both me as manager and the underperforming Imran Ali, to find a

solution to his lacking in performance issue.

After giving all the effort and time to Imran khan and the output is the same so he must have to

give himself some free time alone, I will not fire him but give him relief of few days off, to

overcome his stress.

As a last option for lack of ability, you may need to let the employee go. Sometimes there are

no opportunities for reassignment, and refitting isn't appropriate for the organization. So these

cases, the best solution for everyone involved is for the employee to find other work. You may

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need to consider contractual terms and restrictions; whether in the long run, this may be the

best decision for your whole team.

Finally going down that route, although, try the strategies discussed here and create a great

work environment for your employees, where these abilities are used to their full potential, and

where good motivational techniques are used on a regular basis.

The report concludes that the problem is about ‘traditional’ inequality just as much as changing

family patterns, the polarization between two-earner and no-earner couples may be because it is

now acceptable for a woman to contribute earnings alongside her partner, but not for her to

replace them. Inequality between men and women within couples has been reduced, but

inequality between families has been increased by the two-earner/no-earner polarization.

QUESTION NO 2 (15 marks)

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 CASE OF A CAPABLE BUT DIS-SATISFIED EMPLOYEE
MARIA HUSSAIN supervised the training department of a local bank for the last 4 years.
She is generally speaking pleased with her team of 4 trainers and one secretary in her unit.
Indeed Maria took pride in her ability to create a high morale and high performing unit.
Early on a Wednesday morning her secretary Sophia knocked at her door and asked to have
a meeting with her. Maria always considered Sophia to be one of her stars and had a liking
for her. Sophia has always gone out of her way to give Maria the much needed support she
needed because of her tight schedule. Maria has given her additional planning activities
which were a part of job enrichment process. By now, Sophia was functioning more as an
administrative aide rather than as a secretary.
It was clear Sophia was upset about something as she seated herself in the chair. She would
not look into her supervisor in the eyes. After hesitating for a while Sophia opened up. She
said “Maria you know how hard I work here, I mean to say I am always busy. I don’t see
why I should put in so much effort when I am not rewarded either in terms of monetary
benefits or promotions. I am certainly not pleased with my career prospects. I am doing so
much administrative work without any due recognition that I certainly deserve.” Sophia in a
subtle way told Maria that she would be leaving soon to join an organization where there
are bright future prospects and better salary.
Maria would never like to lose Sophia even if her stance was based on somewhat faulty
reasoning. The raise in Sophia’s salary was in accordance with company policy and the
raise she was demanding in her stature was bit unjustified since she was not meeting the
academic background required for an administrative position.
Maria tried out to figure out what to do?

QUESTIONS FROM THE CASE STUDY

a- Do you think Sophia is justified in her complains? (Approx.500 words) – 4 marks

ANSWER:

There are two sides for this situation one is that she is frustrated, or her expenses have been

increased. Sophia is not justify accordingly to me as every organization do have policies of

promotion she might not be on that position to get promotion as per the policy, As per the

policies it is compulsory to be fulfilled with the requirement, if not than it will be hard for any

organization to give promotion to any employee on just on behalf of human emotion, so she

must keep calm and wait for the good time. Promotions are an emotional procedure, both for

the people you promote and those who are left in their wake. Getting approved over for a

promotion can be discouraging and even humiliating. Whether someone thought he/she deserved

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the job or were promised it, no one likes of hearing of not getting promote. The reality is that it

happens all the time, perhaps more so in a tough economy when companies hesitate to give out

promotions or raises. The good news is that it’s possible to survive the experience with both your

reputation and ego intact, and to become a better employee because of it.

Sophia is also right in her side because giving so much effort and hard time for the company,

and in return they just pay a small amount of wage. But success always take time to come, so as

Sophia should also wait for the good time, as the company itself wanted to hire such hard

working and motivated employee, so there must be some crisis that the company is facing that

why they are taking time for giving Sophia promotion.

Certainly most employers want their employees to be happy. And happy employees contribute

to higher morale. When morale is high, turnover is low After all, happy employees are usually

productive employees, and the business has a greater chance of being successful and hitting

revenue targets. Research even indicates that when employees are happy, they are at least 12

percent more productive.

All things considered, rewards are a significant piece of keeping representatives cheerful and

gainful. There is an immediate connection among's remunerations and representative bliss, with

86 percent of representatives saying that they feel more joyful and prouder when they are

perceived grinding away, and 85 percent saying that they felt progressively happy with their

occupations.

It makes sense that promotions could create office tension and conflict.

So in short it is concluded that Sophia is not justified with her anger and complain for the

company policies.

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 b- How should Maria respond to Sophia’s salary complain? As a leader what steps she can
take to raise her salary? (Approx. 500 words) - 4 marks

ANSWER:

Firstly Maria has to make Sophia to be calm accordingly to the situation. And then she can

talk to the boss of the organization, the situation of Sophia. She should consult Sarah

directly about the complains and explain the situation and her attitude with organization

employee and make suitable environment for them to work out their grudges. Maria who is

supervised the training department is the only one with home Sophia has share her issue of

salary, So she is the only one according to the situation can help out Sophia from this issue.

She can take fair step with accordance to the policies of the department. As Maria do know

that Sophia is not meeting the academic background required for an administrative position.

And it is hard for Maria to take a positive step to satisfy both Sophia and department

policies. As we know that Employee perspectives commonly mirror the lesson of the

organization. In regions of client care and deals, cheerful representatives are critical on the

grounds that they speak to the organization to the general population. Fulfillment, be that as

it may, isn't connected exclusively to pay. Of course, a raise or advantages will most likely

improve worker happiness, at any rate incidentally, however little, modest changes can

have a drawn out effect. So Maria can enhance Sophia Salary on behalf of her experience.

c- How should Maria respond to Sophia’s complain on not getting the promotion she
thinks she deserves? How can Maria guide Sophia to a career path in the organization?
(Approx. 500 words) – 4 marks

ANSWER:

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Maria respond to Sophia’s complaining on not getting the promotion is going to be done

justicfully. As Maria is having the skills of management she is well aware how to handle the

situation. Performance reviews are one thing, but they in general only look back. Supervisors

can benefit too by looking forward and giving employees’ guidance and feedback on the future

of their careers likewise Maria as the Supervisor. Maria should be in side of Sophia and rather

than discouraging she should motivate her, she should give time to her and understand her, that

why in entire career and time to the department it is the first time she is having complains.

Maria should take side of her opinion, that she have rights to complain about any struggle she

faces and also try to figure out the solution toward it. As a supervisor, she should be discussing

career progression regularly with Sophia not just during traditional annual performance

reviews; it should be done on every gathering while having tea or during spare time.

So lastly I want to say that, as a Supervisor, Maria can only do so much to help to Sophia, so

she realize their her potential during the time and effort for the department. As Sophia should

realize that ultimately, responsible for her own career. Once Maria determined Sophia desired

career path, judge what knowledge and skills she might need to reach her professional goals.

Are there any certifications she possibly will earn, technologies she could learn, or skills she

could improve? As a Supervisor Maria can help Sophia to seek her opportunities or supporter

for her to learn and develop. As Career paths are no longer stationary, so instead of focusing

Sophia and other employee on attaining a specific role, Maria can help them to grow their

skills. Finally one of the best ways to demonstrate Sophia is to show her that just as she has

high hopes for company’s future, she also has hopes for her employees’ futures with her

company. So in this way Maria guidance to Sophia will her to have and create a career path in

the organization.

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 d- Should Maria let Sophie leave the organization? Why or Why not? (Approx. 500 words)
– 3 marks

ANSWER:

Maria recommendation on leaving the organization is sound lack of ability. As Maria herself

know that how hard working Sophia is, and how she give her all effort just in fulfilling the

vision of the organization. As Maria as the supervisor of the organization herself know that,

There isn’t always just one particular reason that makes a excellent employee give up and

leave the organization , as it’s usually a combination of things that meditate on their minds and

force them to go with the decision to quit. And Maria does know that there is definitely a

dissimilar set of common reasons that driving Sophia to leave the organizations. Maria is also

aware with the point that an excellent employee will always leave if they feel they are not being

valued and appreciated., As she Know that salary and benefits are high on the list when it

comes to maintenance, but if an employee doesn’t experience as if their contributions are being

taken into thought or they’re being highlighted for the good work they’re doing, they will more

than likely look for a new position. Maria is also aware that Sophia complains are because of

the Little to no opportunity for enlargement and development, no improvement opportunities.

As Maria is aware that Sophia thinks that If she is part of a huge organization, she can probably

speak to the promotions. Career pathing may be a little trickier for minor organizations that

have only seen stable job growth over the years. So by knowing every problem Sophia is facing

Maria should help her out rather than making her to leave the organization.

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