LESSON 1
Then let’s look at the manager’s job;
LEARNING CONTENT
Introduction:
Recognition of the importance of
developing managers’ interpersonal skills is closely
tied to the need for organizations to get and keep
high-performing employees. This becomes
particularly crucial in a tight labor market.
Companies with reputations as a good place to work-
such as Hewlett-Packard, Lincoln Electric, Southwest
Airlines, and Starbucks-have a big advantage. A
recent national study of the U.S. workforce found
that wages and fringe benefits aren’t the reason
people like their jobs or stay with an employer. Far
more important is the quality of the employees’ jobs
and the supportiveness of their work
environments.3 So having managers with good
interpersonal skills is likely to make the workplace
more pleasant, which, in turn, makes it easier to hire
and keep qualified people.
According to the Center for Creative
Leadership in Greensboro, North Carolina, about 40
percent of new management hires fail within their
first 18 months.4 When the center looked into why
these new hires failed, it found that “failure to build
good relationships with peers and subordinates” was
the culprit an overwhelming 82 percent of the time.5
Consistent with these findings are surveys that have
sought to determine what skills college recruiters
consider most important for job effectiveness of
MBA graduates.  These surveys consistently identify
interpersonal skills as most important.
We have come to understand that technical
skills are necessary but insufficient for succeeding in
management. In today’s increasingly competitive
and demanding workplace, managers can’t succeed
on their technical skills alone. They also have to have
good people skills.
Lesson Proper:
What Managers Do?
Let’s begin by briefly defining the terms manager
and the place where managers work-the
organization.
specifically, what do managers do?
Managers get things done through other people.
They make decisions, allocate resources, and direct
the activities if other to attain goals. Managers do
their work in an organization. This is a consciously
coordinated social unit, composed of two or more
people that functions on a relatively continuous
basis to achieve a common goal or set of goals. On
the basis of this definition, manufacturing and
service firms are organization and so are schools,
hospitals, churches, military units, retail stores,
police department, and local state, and federal
government agencies. The people who oversee the
activities of others and who are responsible for
attaining goals in these organizations are managers
(although they’re sometimes called administrators,
especially in not-for-profit organization.
Function of Management
Planning - defining objectives to be achieved for a
given period and what needs to be done to achieve
the objectives. Managers need to develop objective
in line with the overall strategies of the organization.
Organizing - Determining what task to be done.
Who will implement and coordinate tasks. How the
tasks are be grouped. Who report to whom and
where decision to be made. Managers need to
logically and effectively the information, resources
and workflow of obligation.
Controlling - The meaning of performance in all pre
determined objectives, determining reasons for
deviation and taking appropriate action, where
necessary. Its provide ways to ensure that the
organization moves towards achieving its objective.
Leading - Involves motivating subordinates,
selecting the most effective communication
channel;. Resolving conflict, and directing as well as
guiding the action of others with the intention of
achieving all objectives
Management Functions
In the early part of the twentieth century, a French
industrialist by the name of Henri Fayol. Wrote that
all managers perform five management functions:
They plan, organize, command, coordinate, and
control. Today, we' have condensed those down to
four: planning, organizing, leading, and controlling.
Since organizations exist to achieve goals, someone
has to define those goals and the means by which
they can be achieved. Management is that someone.
The planning function encompasses defining an
organization’s goals, establishing an overall strategy
for achieving those goals, and developing a
comprehensive hierarchy of plans to integrate and
coordinate activities. Managers are also responsible
for designing an organization’s structure. We call this
function organizing. It includes the determination of
what tasks are to be done. Who is to do them, how
the tasks are to be grouped, who reports to whom,
and where decisions are to be made.
Every organization contains people, and it is
management’s job to direct and coordinate those
people. This is the leading function. When managers
motivate employees, direct the activities of others,
select the most effective communication channels,
or resolve conflicts among members, they are
engaging in leading.
The final function managers perform is controlling.
To ensure that things are going as they should,
management must monitor the organization’s
performance. Actual performance must be
compared with the previously set goals. If there are
any significant deviations, it’s management’s job to
get the organization back on track. This monitoring,
comparing, and potential correcting is what is meant
by the controlling function.
So, using the functional approach, the answer to the
question, What do managers do? is that they plan,
organize, lead, and control.
Management Roles
In the late 1960s, a graduate student at MIT, Henry
Mintzberg, undertook a careful study of five
executives to determine what these managers did on
their jobs. On the basis of his observations of these
managers, Mintzberg concluded that managers
perform 10 different, highly interrelated roles, or
'sets of behaviors attributable to their jobs.8 As
shown in Exhibit 1-1, these 10 roles can be grouped
as being primarily concerned with interpersonal
relationships, the transfer of information, and
decision making.
Interpersonal Roles - All managers are required to
perform duties that are ceremonial and symbolic in
nature. When the president of a college hands out
diplomas at commencement or a factory supervisor
gives a group of high school students a tour of the
plant, he or she is acting in a figurehead role. All
managers also have a leadership role. This role
includes hiring, training, motivating, and
disciplining employees. The third role within the
interpersonal grouping is the liaison role. Mintzberg
described this activity as contacting others who
provide the manager with information. These may
be individuals or group inside or outside the
organization. The sales manager who obtains
information from the personnel manager in his or
her own company has an internal liasison
relationship. When that sales manager has contacts
with other sales executives through a marketing
trade association, he or she has an outside liaison
relationship.
Information Roles - All managers, to some degree,
collect information from organizations and
institutions outside their own. Typically, they get
information by reading magazines and taking with
other people to learn of changes in the public’s
tastes, what competitors may be planning, and the
like. Mintxberg called this monitor role. Managers
also act as a conduit to transmit information to
organizational members. This is the disseminator
role. Managers additionally perform a spokesperson
role when they represent the organization to
outsiders.
Decisional Roles - Finally, Mintzberg identifies four
role that revolve around the making of choices. In
the entrepreneur role, managers initiate and
oversee new projects that will improve their
organization’s performance. As disturbance
handlers, managers take corrective action in
response to unforeseen problems. As resource
allocators, managers are responsible for allocating
human, physical and monetary resources. Last,
managers perform a negotiator role, in which they
discuss issues and bargain with other units to gain
advantages for their own unit.
Management Skill
Still another way of considering what managers do is
to look at the skills or competencies they need to
successfully achieve their goals. Robert Katz has
identified three essential management skills:
technical, human, and conceptual.
Technical skills encompass the ability to apply
specialized knowledge or expertise. When you think
of the skills held by professionals such as civil
engineers or oral surgeon; you typically focus on
their technical skills.
Through extensive formal education, they have
learned the special knowledge and practices of
their field. Of course, professionals don’t have a
monopoly or technical skills, and not all technical’s
skills to be learned in schools or formal training
programs. All jobs require some specialized
expertise, and many people develop their technical
skills on the job.
Human skills - the ability to work with, understand
and motivate other people, both individually and in
groups, describes human skills. Many people are
technically proficient but interpersonally
incompetent. They might be poor listener, unable to
understand the needs of others or have difficulty
managing conflicts. Since managers get things done
through other people, they must have good human
skills to communicate, motivate and delegate.
Conceptual Skills  - Managers must have the mental
ability to analyze and diagnose complex situations.
These tasks require conceptual skills. Decision
making, for instance, requires managers to spot
problems, identify alternatives that can correct
them, evaluate those alternatives, and select the
best one. Managers can be technically and
interpersonally competent yet still fail because of
an inability to rationally process and interpret
information.
Effective vs. Successful Managerial Activities
Fred Luthans and his associates looked at the issue
of what managers do from a somewhat different
perspective. They asked the question: Do managers
who move up most quickly in an organization do the
same activities and with the same emphasis as
managers who do the best job? You would tend to
think that the managers who were the most
effective in their jobs would also be the ones who
were promoted fastest. But that’s not what appears
to happen.
Luthans and his associates studied more than 450
managers. What they found was that these
managers all engaged in four managerial activities:
1. Traditional management. Decision making,
planning, and controlling
2. Communication. Exchanging routine
information and processing paperwork
3. Human resource management. Motivating,
disciplining, managing conflict, staffing, and
training’
4. Networking. Socializing, politicking, and
interacting with outsiders
The "average" manager in the study spent 32
percent of his or her time in traditional management
activities, 29 percent communicating, 20 percent in
human resource management activities, and 19
percent networking. However, the amount of time
and effort that different managers spent on those
four activities varied a great deal. Specifically,
managers who were successful (defined in terms of
the speed of promotion within their organization)
had a very different emphasis than managers who
were effective (defined in terms of the quantity and
quality of their performance and the satisfaction and
commitment of their employees). Among successful
managers, networking made the largest relative
contribution to success, and human resource
management activities made the least relative
contribution. Among effective managers,
communication made the largest relative
contribution and networking the least.
Enter Organizational Behavior
We’ve made the case for the importance of people
skills. But neither this book nor the discipline upon
which it’s based is called People skills. The term that
is widely used to describe the discipline is
Organizational Behavior. That’s a lot of words, so
let’s break it down.
Organizational Behavior - is a field of study. That
statement means that it is distinct area of expertise
with a common body of knowledge. What does it - concerned with describing, understanding,
study? It studies three determinants of behavior in predicting, and controlling human
organizations: individuals, groups and structure. In behavior in an organization.
additions, OB applies the knowledge gained about
- a level of analysis helps managers to look
individuals, group, and the effect of structure on
at the behavior of an individual within the
behavior in order to make organizations work more
effectively. environment.
 
To sum up our definition, OB is concerned with the  OB is concerned with the study of what
study of affects the performance of the people do in an organization and how that
organization. And because OB is specifically behavior affects the performance of the
concerned with employment- related situations,
organization.
you should not be surprised to find the emphasizes
behavior as related to jobs, work, absenteeism,
 OB is specifically concerned with
employment turnover, productivity, human
performance, and management. employment-related situation.
- behavior as related to jobs, work,
There is increasing agreement as to the components absenteeism, employment turnover,
or topics that constitute the subject area of OB. productivity, human performance and
Although there is still considerable debate as to the management.
relative importance of each, there appears to be
general agreement that QB includes the core t0pics Please note that organizations exist to serve people.
People, as well as all know are the most important
of motivation, leader behavior and power,
resources of any
interpersonal communication, group structure and organization/entity/business/company that helps in
processes, learning, attitude development and the attainment of goals and objectives.
perception, change processes, conflict, work design, Organizational Behavior therefore, simply
and work stress. encompasses the relationship between the employer
and his employees within the organization.
Like any other courses, let’s acquaint ourselves first Relationship is usually “work-related” situations.
with these important terms that you will be
encountering throughout this module.
Examples of work-related behaviors:
 Definition of Terms:
1. Happy workers are productive workers.
Organization  – a consciously coordinated social 2. All individuals are most productive when
unit composed of two or more people that function their boss is friendly, approachable and
on a relatively continuous basis to achieve a trusting.
common goal or set of goals. 3. Everyone wants a challenging job.
4. You have to scare people a little to get them
Behavior  – the activities or processes that can be to their job.
observed objectively such as the organized patterns 5. Everyone is motivated by money.
of responses as a whole.  6. The best leaders are those that exhibit
consistent behavior, regardless of the
Organizational Behavior situation they face.

- studies about the behavior of the

individual, groups and structure.
- the study and application of knowledge Goals of Organizational Behavior:
about how people act and behave within
the organization.
 1.To describe, systematically how people
behave under a variety of conditions –
achieving this goal allows managers to
communicate about human behavior at
work using a common language.
2. To understand, why people behave as they
do – managers must be able to find reason
behind the action of workers
3. To predict, future employee behavior –
managers must have the capacity to predict
which among employees are dedicated and
productive or which ones might be tardy so
that they take preventive actions.
4. To control, at least partially, and develop
some human activity at work – managers
are held responsible for performance out
comer – being able to make an impact on
employee behavior, skill development,
team effort and productivity.
Remember It!
 organizational excellence begins with the
performance of people
 it is what people do or do not do that
ultimately determines what the
organization can or cannot become.
 it is our job as an I.E. to develop and
promote behavioral patterns that are
consistent with the achievement of goals
Key Forces Affecting Organizational Behavior (OB)
There are four (4) key forces affecting Organizational
Behavior. These include the following:  Consumer
1. PEOPLE (Individual, group or larger group) -
make up the internal social system of the
organization. They are the living, thinking,
feeling beings who work in the
organization to achieve their objectives.
Organizations exist to serve people, rather
than the people exist to serve organization.
Their diversity presents challenges for
management to resolve and managers need
to be turned into these diverse patterns and
trends and be prepared to adapt to them.
Question: How do people affect OB?
Answer: diversity of workforce – which means
people bringing a wide array of educational
backgrounds, talents, and perspective to their jobs.
2. STRUCTURE (Jobs , relationships) - define
the formal relationships and use of people
in organizations. Flat and tall structures,
mergers, acquisition, new ventures.
3. TECHNOLOGY (machinery; computer
hardware and software)- provides the
resources with which people work and
affects the task that they perform.
Examples: Increasing use of robots an
automated control systems. Widespread of
the information (interact).
Technological advancements place
increased pressure on OB to maintain the
delicate balance between technical and
social systems.
4. ENVIRONMENT (government; competition;
societal pressure) - a single organization
does not exist Individual organization
cannot escape being influenced by both
internal and external environmental
forces.
Internal                                               External
Competition                                     Government
Investors                                            Family
Labor union                                       Other organization
Business Environment
Question: How does the environment affect
OB?
Answer: The environment influences the
attitudes of people, affects working
condition and provides competitions for
resources and power and so OB is affected.
Basic Approaches of OB
 1. Human Resource (supportive) Approach
– Developmental, employee growth and
development are supported. “Give a person
a fish, and you feed that person for a day.
Teach a person to fish, and you feed that
person for life”.
2. Contingency Approach - Different behaviors
are supported by different environments
for effectiveness. “no one best way”.
3. Results-Oriented Approach – OB program
ate assessed in terms of their efficiency
TQM – attempts to improve the quality of a firm’s
products through a variety of techniques and
training.
                        It focuses on creating high customer
satisfaction, building relationships, searching for
continuous improvement training employees.
System Approach
                        All parts of an organization interact in a
complex relationship.
Nature of People
Managers have to be effective in handling their
people. They must be aware of the attitudes and
behavior of their employees to be able to
understand how they act when performing their
roles and jobs. The following are some of the nature
of people managers have to be aware of.
1. Individual differences - Every person is
different from the others. Science-each
person is different from all others. Psycho-
from the day of birth, each person is
unique. Means that management can
motivate people but by treating them
differently.
People come from different places, have their own
family orientations, possess their own culture, belief,
religion, ethnicity, educational background and many
more.  The challenge for management is on how to
handle different kinds of people within the
organization. How do managers treat each and every
unique individual to bring out the best of him/her?
Law of Individual Differences  - the belief that each
person is different from all others.
2. Perception - Unique way in which a person
sees, organizes and interprets things. It is
the unique way in which person sees,
organize, and interpret things.
            - having unique views in another way
in which people insist on acting like human
beings rather than rational machines.
People tend to act on the basis of their
protection.
Selective Perception - people tend to pay
attention to those features of their work
environment which are consistent or which
reinforce their own expectations.
How people perceive things is different. Male
and female employees have a different line of
interests. Young and old employees have
different attitudes in the workplace. For
example, men may seem to be more
authoritative than women. The young
employees especially the millennials are fond to
explore things, fond of trying new things. So,
they are more likely to look for new work or
new business, causing them to leave anytime
from the organization as compared to the old
employees who are more of establishing their
security in the work.   How will managers
address these issues?
3. A Whole Person - when management
practice OB, it’s trying to develop a better
employee, but also wants to develop better
person in terms of growth and fulfillment.
Management wants to employ only
personal’s skill or brain but the whole
person should be considered. While it is
true that employees render service to the
organization in exchange of the salaries
they receive, management must always
consider their employees’ human
development. Managers should help
employees in attaining their personal goals
 in life by providing a safe, healthy and
conductive workplace, work benefits,
professional growth and development,
work life balance, and many more.
4. Motivated behavior   - turn on the power to
start and to keep the organization running
effectively. People are motivated not by
what they ought to have but what they
want. Motivation turns on the power to
start and keep the organization running
effectively.
Employees feel more comfortable in the workplace if
they feel that they are given importance. Thus,
involving them in any decision-making activities may
help them bring out what is expected of them in the
workplace.
5. Desire for involvement - Can be achieved
through employee empowerment. People
tend to feel good about themselves. This is
reflected in their desire for self-efficacy.
Self Efficacy - that belief that one has the necessary
capabilities to perform a task, role expectation,
make meaningful contributions or meet a
challenging situation successfully.
This simply calls for good interpersonal relationships
among the people within the organization. Managers
must treat its employees as human beings and not as
machines.
6. Value of the person - respect, people deserve to
be treated differently from other factors of
production because they are of a higher order in the
universe. Employee wants to be valued for their
skills and abilities and be provided with
opportunities to develop themselves.
Try not to become a man
of success, but rather try to
become a man of value
- Albert Einstein
Managers’ role is to encourage employees to work
for the attainment of the company’s goals and
objectives. There must be ways and means to
motivate employees to work hard and give their best
every time they are in the workplace. Providing them
with higher incentives, commissions and other
monetary benefits would just be one way of
motivating them.
Nature of Organization
Organizations are made up of people. It consists of
structure, relationships, jobs, units, divisions, and
departments. The social system, mutual interests,
and ethics may be considered in understanding the
nature of organization.
1. Social System - Organizations are social
systems therefore activities therein are
governed by social laws as well as
psychological laws. All parts are
interdependent. Activities of organizations
are governed by social laws. The behavior
of people is influenced by their group as
well as their individual driver. All parts of
the system are interdependent.
2. Mutual Interests - Organization needs
people and people needs organization.
Organizations need people, and people
need organizations.
3. Treat Employees Ethically - It has to treat
people in an ethical manner. Ethical
treatment is necessary to attract and retain
valuable employees.
Limitations of Organizational Behavior
1. Behavioral bias - overlooking the broader
perspective. People who lack system
understanding give them a narrow
viewpoint of emphasizing the satisfaction of
employee experiences while overlooking
the broader system of the organization in
relation to all its publics.
Tunnel Vision - they see only the tiny view at the
end of the tunnel while missing the broader
landscape.
Law of diminishing return - Overemphasis on OB
practice. This implies that for any situation there is
an optimum amount of a desirable practice. More
of good things is not necessarily good
- it states that an additional amount of a
single factor of production will result in a
decreasing marginal output of production.
Unethical manipulation of people - Knowledge of
technique in OB is used
Used of the principle of
a. Social responsibility
b. open communication
c. cost benefit analysis
Continuing Challenges
1. Seeking quick fixes-immediate expectation
are not realistic
2. Varying environments
3. Lack of single definition
Lack of consensus on:
 Unit of analysis
 Greatest need
 Focus
OB Mod Program
1. Identifying Critical Behaviors
2. Developing Baseline Data
3. Identifying Behavioral Consequences
4. Developing and Implementing An
Intervention Strategy
5. Evaluating Performance Improvement
FOUNDATIONS OF INDIVIDUAL BEHAVIOR
As discussed previously, this text is essentially
concerned with finding and analyzing the variables
that have an impact on employee productivity,
absence, turnover, citizenship and satisfaction.
Many of the concepts-motivation, say, or power and
politics or organizational culture-are hard to assess.
It might be valuable, then, to begin by looking at
factors that are easily definable and readily
available; data that can be obtained, for the most
part, simply from information available in an
employee's personnel file. What factors would these
be? Obvious characteristics would be an employee's
age, gender, marital status, and length of service
with an organization. Fortunately, there is a sizable
amount of research that has specifically analyzed
many of these biographical characteristics
Biographical Characteristics
1. Age
The relationship between age and job performance
is likely to be an issue of increasing importance
during the next decade. Why? There are at least
three reasons. First, there is a widespread belief
that job performance declines with increasing age.
Regardless of whether it’s true or not, a lot of people
believe it an act on it. Second is the reality that the
workforce is aging. For instances, workers 55 and
older are the fastest-growing sector of the labor
force. The third reason is recent U.S. legislation
that, for all intents and purpose, outlaws
mandatory retirement. Most U.S workers today no
longer have to retire at the age of 70.
Evidence indicates that employers hold mixed
feelings. They see a number of positive qualities that
older workers bring to their jobs: specifically,
experience, judgment, a strong work ethic, and
commitment to quality. But older workers are also
perceived as lacking flexibility and as being resistant
to new technology. And in a time when
organizations strongly seek individuals who are
adaptable and open to change, the negative
perceptions associated with age clearly hinder the
initial hiring of older workers and increase the
likelihood that they will be let go during
downsizing. Now let's take a look at the evidence.
What effect does age actually have on turnover,
absenteeism, productivity, and satisfaction?
The older you get, the less likely you are to quit
your job. That conclusion is based on studies of the
age-turnover relationship. Of course, it should not
be too surprising. As workers get older, they have
fewer alternative job opportunities. In addition,
older workers are less likely to resign than are
younger workers because their long tenure tends to
provide them with higher wage rates, longer paid
vacations, and more attractive pension benefits.
It’s tempting to assume that age is also inversely
related to absenteeism. After all, if older workers are
less likely to quit, won’t they also demonstrate
higher stability by coming to work more regularly?
Not necessarily! Most studies do show an inverse
relationship, but close examination finds that the
age-absence relationship is partially a function of
whether the absence is avoidable or unavoidable. In
general, older employees have lower rates of
avoidable absence than do younger employees.
However, they have higher rates of unavoidable
absence, probably due to the poorer health
associated with aging and the longer recovery period
that older workers need when injured.
How does age affect productivity? There is a
widespread belief that productivity declines with
age. It is often assumed that an individual’s skills-
particularly speed, agility, strength, and
coordination-decay over time and that prolonged
job boredom and lack of intellectual stimulation all
contribute to reduced productivity. The evidence,
however, contradicts that belief and those
assumptions. For instance, during a three-year
period, a large hardware chain staffed one of its
stores solely with employees over 50 and compared
its results with those of five stores with younger
employees. The store staffed by the over-50
employees was significantly more productive
(measured in terms of sales generated against labor
costs) than two of the other stores and held its own
with the other three. Other reviews of the research
find that age and job performance are unrelated.
Moreover, this finding seems to be true for almost
all types of jobs, professional and nonprofessional.
The natural conclusion is that the demands of most
jobs, even those with heavy manual labor
requirements, are not extreme enough for any
declines in physical skills due to age to have an
impact on productivity; or, if there is some decay
due to age, it is offset by gains due to experience.
Our final concern is the relationship between age
and job satisfaction. On this issue, the evidence is
mixed. Most studies indicate a positive association
between age and satisfaction, at least up to age 60.
Other studies, however, have found a U-shaped
relationship. l0 Several explanations could clear up
these results, the most plausible being that these
studies are intermixing professional and
nonprofessional employees. When the two types
are separated, satisfaction tends to continually
increase among professionals as they age, whereas
it falls among nonprofessionals during middle age
and then rises again in the later years.
2. Gender- Few issues initiate more debates,
misconceptions, and unsupported opinions than
whether women perform as well on jobs as men
do. In this section, we review the research on that
issue.
The evidence suggests that the best place to begin is
with the recognition that there are few, if any,
important differences between men and women
that will affect their job performance. There are, for
instances, no consistent male and female differences
in problem solving ability, analytical skills,
competitive drive, motivation, sociability, or learning
ability. Psychological studies have found that
women are more willing to conform to authority
and those men are more aggressive and more likely
than women to have expectations of success, but
those differences are minor.
Given the significant changes that have taken place
in the last 25 years in terms of increasing female
participation rates in the workforce and rethinking
what constitutes male and female roles, you should
operate on the assumption that there is no
significant difference in job productivity between
men and women. Similarly, there is no evidence
indicating that an employee’s gender affects job
satisfaction.
One issue that does seem to differ between genders,
especially where the employee has preschool
children, is preference for work schedules. Working
mothers are more likely to prefer part-time work,
flexible work schedules, and telecommuting in order
to accommodate their family responsibilities.
But what about absence and turnover rates? Are
women less stable employees than men? First, on
the question of turnover, the evidence is mixed.
Some studies have found that women have higher
turnover rates; others have found no difference.
There doesn’t appear to be enough information from
which to draw meaningful conclusions. The research
on absence, however, is a different story. The
evidence consistently indicates that women have
higher rates of absenteeism than men do. The most
logical explanation for this finding is that the
research was conducted in North America, and
North American culture has historically placed home
and family responsibilities on the woman. When a
child is ill or someone needs to stay home to wait for
the plumber, it has been the woman who has
traditionally taken time off from work. However, this
research is undoubtedly time-bound.16 The
historical role of the woman in caring for children
and as secondary breadwinner has definitely
changed in the last generation, and a large
proportion of men nowadays are as interested in day
care and the problems associated with child care in
general as are women.
        3. MARITAL STATUS
There are not enough studies to draw any
conclusions about the effect of marital status on
productivity. But research consistently indicates that
married employees have fewer absences, undergo
less turnover, and are more satisfied with their jobs
than are their unmarried co-workers.
Marriage imposes increased responsibilities that
may make a steady job more valuable and
important. But the question of causation is not clear.
It may very well be that conscientious and satisfied
employees are more likely to be married. Another
offshoot of this issue is that research has not
pursued other statuses besides single or married.
Does being divorced or widowed have an impact on
an employee's performance and satisfaction? What
about couples who live together without being
married? These are questions in need of
investigation.
        4. TENURE
The last biographical characteristic we’ll look at is
tenure. With the exception of the issue of male-
female differences, probably no issue is more subject
to misconceptions and speculations than the impact
of seniority on job performance.  Extensive reviews
of the seniority-productivity relationship have been
conducted.  If we define seniority as time on a
particular job, we can say that the most recent
evidence demonstrates a positive relationship
between seniority and job productivity. So tenure,
expressed as work experience, appears to be a good
predictor of employee productivity. The research
relating tenure to absence is quite straightforward.
Studies consistently demonstrate seniority to be
negatively related to absenteeism. In fact, in terms
of both frequency of absence and total days lost at
work, tenure is the single most important
explanatory variable.
ABILITY
Contrary to what we are taught in grade school, we
aren’t all created equal. Most of us are to the left of
the median on some normally distributed ability
curve. Regardless of how motivated you are, it is
unlikely that you can act as well as Meryl Streep, run
as fast as Michael Johnson, write horror stories as
well as Stephen King, or sing as well as Whitney
Houston. Of course, just because we aren't all equal
in abilities does not imply that some individuals are
inherently inferior to others. What we are
acknowledging is that everyone has strengths and
weaknesses in terms of ability that make him or her
relatively superior or inferior to others in
performing certain tasks or activities. From
management’s standpoint, the issue is not whether
people differ in terms of their abilities. They do! The
issue is knowing how people differ in abilities and
using that knowledge to increase the likelihood that
an employee will perform his or her job well.
What does ability mean? As we will use the
term, ability refers to an individual’s capacity to
perform the various tasks in a job. It is a current
assessment of what one can do. An individual’s
overall abilities are essentially made up of two sets
of factors: intellectual and physical abilities.
Intellectual ability – requires doing mental activity.
Dimensions:
  Number aptitude – ability to do speedy and
accurate arithmetic.
 Verbal comprehension - Ability to
understand what is read or heard and the
relationship of words to each other.
 Perceptual speed - Ability to identify visual
similarities and differences quickly and
accurately.
 Inductive reasoning - Ability to identify a
logical sequence in a problem and then
solve the problem.
 Deductive reasoning - Ability to use logic
and assess the implications of an
argument.
 Spatial visualization - Ability to imagine
how an object would look if its position in
space were changed.
 Memory - Ability to retain and recall past
experiences.
2. Physical Ability - requires doing tasks demanding
stamina, dexterity, strength and similar
characteristics.
Nine Basic Physical Abilities
These physical abilities are necessary in the field of
work that requires physical presence.
Strength Factors:
1. Dynamic strength- ability to exert muscular
force repeatedly or continuously over time.
2. Trunk strength- ability to exert muscular
strength using the trunk
3. Static strength- ability to exert force
against external objects
4. Explosive strength- ability to expand a
maximum energy in one series of explosive
acts.
Flexibility Factors:
5. Extent flexibility – ability to move the trunk
and back muscles as far as possible.
6. Dynamic flexibility – ability to make rapid,
repeated flexing movements.
Other factors:
7. Body coordination – ability to coordinate
the simultaneous actions of different parts
of the body.
8. Balance – ability to maintain equilibrium
despite forces pulling off balance.
9. Stamina – ability to continue maximum
effort requiring prolonged effort over time
LEARNING
All complex behavior is learned. If we want to
explain and predict behavior, we need to understand
how people learn. In this section, we define learning,
present three popular learning theories, and
describe how managers can facilitate employee
learning.
A Definition of Learning
What is learning? A psychologist’s
definition is considerably broader than the
layperson’s View that “it’s what we did when we
went to school.” In actuality, each of us is
continuously going “to school.” Learning occurs all of
the time. A generally accepted definition of learning
is, therefore, any relatively permanent change in
behavior that occurs as a result of experience.
Ironically, we can say that changes in behavior
indicate that learning has taken place and that
learning is a change in behavior.
Theories of Learning
1. Classical conditioning- a type of
conditioning in which an individual
responds to some stimulus that would not
ordinarily produce such a response.
2. Operant conditioning- a type of
conditioning in which desired voluntary
behavior leads to a reward or prevent a
punishment.
3. Social-learning theory- people can learn
through observation and direct experience.
SUMMARY AND IMPLICATIONS FOR MANAGERS
This module looked at three individual variables-
biographical characteristics ability, and learning.
Let’s now try to summarize what we found and
consider their importance for the manager who is
trying to understand organizational behavior.
Biographical Characteristics
Biographical characteristics are readily available to
managers. For the most part, they include data that
are contained in almost every employee’s personnel
file. The most important conclusions we can draw
after our review of the evidence are that age seems
to have no relationship to productivity; older
workers and those with longer tenure are less likely
to resign; and married employees have fewer
absences, less turnover, and report higher job
satisfaction than do unmarried employees. But what
value can this information have for managers? The
obvious answer is that it can help in making choices
among job applicants.
Ability
Ability directly influences an employee's level of
performance and satisfaction through the ability-job
fit. Given management’ 5 desire to get a compatible
fit, what can be done?
First, an effective selection process will improve the
lit. A job analysis will provide information about jobs
currently being done and the abilities that
individuals need to perform the jobs adequately.
Applicants can then be tested, interviewed, and
evaluated on the degree to which they possess the
necessary abilities.
Second, promotion and transfer decisions affecting
individuals already in the organization’s employ
should reflect the abilities of candidates. As with
new employees, care should be taken to assess
critical abilities that incumbents will need in the job
and to match those requirements with the
organization’s human resources. Third, the fit can be
improved by fine-tuning the job to better match an
incumbent’s abilities. Often modifications can be
made in the job that while not having a significant
impact on the job’s basic activities, better adapts it
to the specific talents of a given employee.
Learning
Any observable change in behavior is prima facie
evidence that learning has taken place. What we
want to do, of course, is to ascertain if learning
concepts provide us with any insights that would
allow us to explain and predict behavior.
Positive reinforcement is a powerful tool for
modifying behavior. By identifying and rewarding
performance-enhancing behaviors, management
increases the likelihood that they will be repeated.
Our knowledge about learning further suggests that
reinforcement is a more effective tool than
punishment. Although punishment eliminates
undesired behavior more quickly than negative
reinforcement does, punished behavior tends to be
only temporarily suppressed rather than
permanently changed. And punishment may
produce unpleasant side effects such as lower
morale and higher absenteeism or turnover. In
addition, the recipients of punishment tend to
become resentful of the punisher. Managers,
therefore, are advised to use reinforcement rather
than punishment.
Finally, managers should expect that employees will
look to them as models. Managers who are
constantly late to work, or take two hours for lunch,
or help themselves to company office supplies for
personal use should expect employees to read the
message they are sending and model their behavior
accordingly.
Below are examples of Organizational behavior:
OB MODE
1. Identifying Critical Behavior
2. Developing Baseline Data
3. Identifying Behavioral Consequences
4. Developing and implementing
An intervention
5. Evaluating Performance Improvement
Lesson 2
Lesson 2: Values, Attitudes, and Job Satisfaction
Judge the picture above. What is your understanding
about it? How can attitudes and values affect job
satisfaction? The answers lie in the individuals’
perceptions. Today attitudes, values are the most
important criteria in hiring an employee. In this
module you would see how these play in the success
of organization.
Values represent basis convictions that –
A specific mode of conduct or end-state of
existence is personally or socially preferable to an
opposite or converse mode of conduct or end-state
of existence.
Value is judgmental element of what is right, good,
or desirable.
Values have both content and intensity attributes.
The content attribute says that a mode of conduct or
end-state of existence is important. The intensity
attribute specifies how important it is. When we
rank an individual’s values in terms of their intensity,
we obtain that person’s value system.
Importance Values
1. Values lay the foundation for the
understanding of attitudes and motivation
because they influence our perception.
2. Individuals enter organizations with notions
of what is right and wrong with which they
interpret behaviors or outcomes.
3. Values generally influence attitudes and
behavior.
In the previous module, we described the new global
village and said “managers have to become capable
of working with people from different cultures.”.
Because values differ across cultures, an
understanding of these differences should be helpful
in explaining and predicting behavior of employees
from different countries. One of the most widely
referenced approaches for analyzing variations
among cultures has been done by Geert Hofstede.
They are listed and defined as follows:
Values across Culture
Hofstede’s A framework for assessing culture; five
value dimensions of national culture.
 Power distance. The degree to which
people in a country accept that power in
institutions and organizations is
distributed unequally.
 Individualism versus collectivism.
Individualism the degree to which people
prefer to set as individuals rather than as
members of a group. Collectivism on the
other hand describes a tight social
framework in which people expect others
of which they are part to look after them
and protect them.
 Quantity of life versus quality of life.
Quantity of life refers to the extent to
which societal values are characterized by
assertiveness and materialism while quality
of life emphasizes relationship and concern
to others
 Uncertainty avoidance. The degree to
which people prefer the structured over
the unstructured situations.
 Long term versus short term orientation.
People in cultures with long term
orientations look to the future and value
thrift and persistence. A short term
orientation values the past and present,
and emphasizes respect for tradition and
fulfilling social obligations.
Describe a workplace example of how people seek
consistency among their attitudes and their behavior
by reducing cognitive dissonance. Then, sort your
example into the three main components of
attitudes.
Possible answer: A person working for a tobacco
company can ignore the scientific information that
tobacco is harmful, because he receives high
rewards in the form of a high salary. This allows him
to reduce the cognitive dissonance between his
feelings of discomfort with his company's product,
and his job satisfaction. The cognitive part of the
person's attitude would be the evaluation that
tobacco is harmful. The affective part of the attitude
would be feeling certain discomfort knowing that he
works for a company that I shaming people. The
behavioral component of the person's attitude
would be the ignoring of the information to continue
to receive the high salary.
Attitude is defines “a learned predisposition to
respond in a consistently favorable or unfavorable
manner with respect to a given object.” That is
attitudes affect behavior at a different level than do
values …
Attitudes are evaluative statements either favorable
or unfavorable concerning objects, people or events.
They reflect how one feels about something.
Example, when I say “I like my job”, I am expressing
my attitude about work. Have you experience the
same? How were your activities for that matter?
Attitudes are not the same as values, but the two are
interrelated. You can see this by looking at the three
components of an attitude listed below.
Attitude Components
 Cognitive Component - the opinion or
belief segment of an attitude
 Affective Component - thee emotional or
feeling segment of an attitude
 Behavioral Component - An intention to
behave in a certain way toward someone or
something.
Viewing attitudes as made up of three components
mentioned is helpful toward understanding their
complexity and the potential relationships between
attitudes and behavior. But for clarity’s sake, keep in
mind that the term attitude essentially refers to the
affective part of the three components.
Attitude Types
Most of the research in OB has been concerned with
three attitudes.
 Job Satisfcation - A collection of positive
and/ or negative feelings that an individual
holds toward his or her job.
 Job Involvement- Identifying with the job,
active participating in it, and considering
performance important to sell-worth.
 Organizational Commitment-Identifying
with a particular organization and its goal,
and wishing to maintain membership in the
organization.
 ATTITUDES AND CONSISTENCY
Did you ever notice how people change what
they say so it doesn’t contradict with what they
do? Research has generally concluded that
people seek consistency among their attitudes
and between their attitudes and their behavior.
This means that individuals seek to reconcile
divergent attitudes and align their attitudes so
that they appear rational and consistent.
The Theory of Cognitive Dissonance
Cognitive Dissonance = Conflict
Reduction Strategies =
Seek out new Info reducing health concerns
Dissonant Cognitions
I like eating hotdogs ----Attitude ,I often eat
hotdogs----Behaviour. Hot Dogs are healthy
Cognition
Cognitive Dissonance Theory sought to explain the
linkage between attitudes and behavior. Any
incompatibility between two or more attitudes or
between behavior and attitudes. Individuals seek to
reduce this gap, or “dissonance”. Dissonance, simply
put, means an inconsistency.
Desire to reduce dissonance depends on:
• Importance of elements creating
dissonance
• Degree of individual influence over
elements
• Rewards involved in dissonance
Measuring the A-B Relationship
Recent research indicates that attitudes (A)
significantly predict behaviors (B) when moderating
variables are taken into account.
A-B
Moderating Variables
• Importance of the attitude
• Specificity of the attitude
• Accessibility of the attitude
• Social pressures on the individual
• Direct experience with the attitude
Self-Perception Theory states that people’s attitude
are developed by OBSERVING THEIR OWN
BEHAVIOR.
Self-Perception Theory - attitudes are used after the
fact to make sense out of an action that has already
occurred. Attitudes are used after the fact to make
sense out of an action that has already occurred. B –
A attitude survey often uses a Likert Scale approach. A
An Application: Attitude Surveys
Knowledge of employee attitudes can be helpful to
managers in attempting to predict employee
behavior. But how does management get
information about employee attitudes? The most
popular method is through the use of attitude
surveys.
Attitude Surveys - eliciting responses from
employees through questionnaires about how they
feel about their jobs, workgroups, supervisors, and
the organization. An attitude survey seeks to
understand and evaluate the consumers’ (users and
non-users) attitude towards a particular
product/service/idea. Such an attitude survey is
often administered keeping in mind target
consumers, clearly spelling out the respondent
profile. An attitude survey helps the company
obtain insights related to the different attitudinal
aspects of consumers towards the product, service
or category.
Importance of Attitude Survey
On a broader perspective, attitude encompasses all
of a person’s emotional, perceptual, behavioral and
rational processes in response to some aspect of the
environment. In case of marketing specifically,
attitude can be considered a person’s persistent
emotional feelings, action tendencies and favorable
or unfavorable disposition towards a product,
service or idea. Attitude survey in turn helps the
company decide on the marketing strategy for the
brand. It allows the company to identify latent
markets, new target groups or the more profitable
demographic segments. These are important for
market segmentation, targeting strategy as well as
positioning. Such attitude surveys are also
administered using attitudinal research to
understand the attitude of consumers towards the
current or proposed marketing communications
strategy. For example, Amul, before deciding
whether a new ad campaign should be aired or not,
may like to observe the reactions of the consumers.
It may also want to compare it with the attitude of
the consumers towards its present “Amul girl”
campaign.
Attitude Survey Questionnaire Sample
Although quantifying attitude is a Herculean task, an
survey helps in collecting vital information known
as attitudinal data. A typical questionnaire to
understand consumers’ attitude towards the cookie
category could have questions like these:
Job satisfaction essentially reflects the extent to
which an individual likes his or her job. Formally
defined, job satisfaction is an affective or emotional
response toward various facets of one’s job.
Effect of Job Satisfaction on Employee Performance
Manager’s interest in job satisfaction tends to center
on its effect on employee performance. Researchers
have recognized this interest, so we find a large
number of studies that have been designed to assess
the impact of job satisfaction on employee
productivity, absenteeism and turnover.
Satisfaction & Productivity
As the “myth or Science?” box concludes, happy
workers aren’t necessarily productive workers. At
the individual level, the evidence suggests the
reverse to be more accurate- that productivity is
likely to lead to satisfaction.
Interestingly, if we move from the individual level to
that of the organization, there is renewed support
for the original satisfaction- performance
relationship. When satisfaction and productivity
data are gathered for the organization, we find that
organizations with more satisfied employees tend
to be more effective than organizations with less
satisfied employees. So while we may not be able to
say that a happy worker is more productive, it might
be true that happy organizations are more
productive.
Satisfaction & Absenteeism
We find a negative relationship between satisfaction
and absenteeism, but the correlation is moderate.
Satisfaction & Turnover
Satisfaction is also negatively related to turnover
but the correlation is stronger than what we found
for absenteeism.
How Employee Express Dissatisfaction? Employee
dissatisfaction can be expressed in a number of
ways. For example, rather than quit, employees can
complain, be insubordinate, steal organizational
property or shrink part of their work responsibilities.
Below offers four responses that differ from one
another along two dimensions:
constructiveness/destructiveness and
activity/passivity.
1. Exit - leaving the organization and
looking for a new position (resigning)
2. Voice - an attempt to improve
conditions
3. Loyalty - passively but optimistically
waiting for conditions to improve.
4. Neglect - allowing conditions to
worsen.
How Manager Create a Satisfied Employee?
1. Mentally Challenging Work - people prefer
jobs that give them the opportunity to use
their skills and abilities.
2. Equitable Rewards - pay systems and
promotion policies must be just,
unambiguous and in line with expectations.
3. Supportive Working Conditions - people
concerned with their environment for
personal comfort and facilitating a good
job.
4. Supportive Colleagues - people get more
out than merely money or tangible
achievement. Their work fills the need for
social interaction.
Lesson 3
When we talk of personality, we don’t mean that a
person has charm, a positive attitude toward life, a
smiling face, or is a finalist for “Happiest and
friendliest”. When psychologists talk of personality,
they mean a dynamic concept describing the growth
and development of a person’s whole psychological
system.
It is most often described in terms of measurable
traits. The most frequently used definition of
personality was produced by Gordon Allport more
than 60 years ago. He said personality is "the
dynamic organization within the individual of those
psychophysical systems that determine his unique
adjustments to his environment. Personality is the
sum total of ways in which an individual reacts and
interacts with other people.
Are personality Traits cause by genes?
PERSONALITY DETERMINANTS An early argument in
personality research was whether an individual's
personality was the result of heredity or of
environment. Was the personality predetermined at
birth, or was it the result of the individual's
interaction with his or her environment? Clearly,
there is no simple answer. Personality appears to be
a result of both influences. In addition, today we
recognize a third factor-the situation. Thus, an
adult's personality is now generally considered to
be made up of both hereditary and environmental
factors, moderated by situational conditions.
Determinants of Personality: Biological Factors,
Cultural, Family, Social, Situational Factors
Heredity
Refers to those factors that were determined at
conception Physical stature, facial attractiveness,
gender, temperament, muscle composition and
reflexes, energy level, and biological rhythms are
characteristics that are generally considered to be
either completely or substantially influenced by who
your parents were, that is, by their biological,
physiological, and inherent psychological makeup.
The heredity approach argues that the ultimate
explanation of an individual's personality is the
molecular structure of the genes, located in the
chromosomes
Three different streams of research lend some
credibility to the argument that heredity plays an
important part in determining an individual's
personality.
1. The first looks at the genetic underpinnings of
human behavior and temperament among young
children.
2. The second addresses the study of twins who
were separated at birth.
3. The third examines the consistency in job
satisfaction over time and across situations.
Researchers have studied more than 100 sets of
identical twins who were separated at birth and
raised separately. If heredity played little or no part
in determining personality, you would expect to find
few similarities between the separated twins. But
the researchers found a lot in common. For almost
every behavioral trait, a significant part of the
variation between the twins turned out to be
associated with genetic factors. For instance, one set
of twins who had been separated for 39 years and
raised 45 miles apart were found to drive the same
model and color car, chain-smoked the same brand
of cigarette, owned dogs with the same name, and
regularly vacationed within three blocks of each
other in a beach community 1,500 miles away.
Researchers have found that genetics accounts for
about 50 percent of the personality differences and
more than 30 per cunt of the variation in
occupational and leisure interests.
Further support for the importance of heredity can
be found in studies of individual job satisfaction,
which we discussed in the previous chapter.
Individual job satisfaction is found to be remarkably
stable over time. This result is consistent with what
you would expect if satisfaction is determined by
something inherent in the person rather than by
external environmental factors, if personality
characteristics were completely dictated by heredity,
they would be fixed at birth and no amount of
experience could alter them. If you were relaxed and
easy-going as a child, for example that would be the
result of your genes, and it would not be possible for
you to change those characteristics.
Environment
Among the factors that exert pressures on our
personality formation are the culture in which we
are raised, our early conditioning, the norms among
our family, friends, and social groups, and other
influences that we. Recent studies of young children
lend strong support to the power of heredity.
Evidence demonstrates that traits such as shyness,
fear, and distress are most likely caused by inherited
genetic characteristics. This finding suggests that
some personality traits may be built into the same
genetic code that affects factors such as height and
hair color..
For example, culture establishes the norms,
attitudes, and values that are passed along from one
generation to the next and create consistencies over
time. An ideology that is intensely fostered in one
culture may have only moderate influence in
another. For instance, North Americans have had the
themes of industriousness, success, competition,
independence, and the Protestant work ethic
constantly instilled in them through books, the
school system, family, and friends.
Situation A third factor, the situation, influences the
effects of heredity and environment on personality.
An individual's personality, although generally stable
and consistent, does change in different situations.
The varying demands of different situations call forth
different aspects of one's personality.
It seems only logical to suppose that situations will
influence an individual's personality, but a neat
classification scheme that would tell us the Impact of
various types of situations has so far eluded us.
"Apparently we are not yet close to developing a
system for clarifying situations so that they might be
systematically studied. However, we do know that
certain situations are more relevant than others in
influencing personality.
It seems only logical to suppose that situations will
influence an individual's personality, but a neat
classification scheme that would tell us the Impact of
various types of situations has so far eluded us.
"Apparently we are not yet close to developing a
system for clarifying situations so that they might be
systematically studied. However, we do know that
certain situations are more relevant than others in
influencing personality,
What is of interest taxonomically is that situations
seem to differ substantially in the constraints they
impose on behavior. Some situations (e.g., church,
an employment interview) constrain many
behaviors; other situations (e.g., a picnic in a public
park) constrain relatively few.
PERSONALITY TRAITS he early work in the structure
of personality revolved around attempts to identity
and label enduring characteristics that describe an
individual's behavior. Popular characteristics include
shyness, aggressiveness, submissiveness, laziness
ambition, loyalty, and timidity. These characteristics,
when they are exhibited in a large number of
situations, are called personality traits. The more
consistent the characteristic and the more
frequently it occurs indiverse situations, the more
important that trait is in describing the individual.
Early Search for Primary Traits Efforts to isolate traits
have been hindered because there are so many of
them. In one study, 17,953 individual traits were
identified. It is virtually impossible to predict
behavior when such a large number of traits must be
taken into account. As a result, attention has been
directed toward reducing these thousands to a more
manageable number.
The Myers-Briggs Type Indicator One of the most
widely used personality Frameworks is called the
Myers-Briggs Type Indicator (MBTI)." It is essentially
a 100-question personality test that asks people how
they usually feel or act in particular situations.
These types are different from the 16 primary traits,
let's take several examples INT ally have original
minds and great drive for their own ideas and
purposes are visionaries.
They are characterized as skeptical, critical,
independent, determined and often stubborn ESTIs
are organizers. They are realistic logical, analytical,
decisive, and have a natural head for business or
mechanics.
They like to organize and run activities. The INTP
type is a conceptualizer. He or she is innovative
individualistic versatile, and attracted to
entrepreneurial ideas.
The Big Five Model MBTI may lack valid supporting
evidence, but that can't be said for the five-factor
model of personality --more typically called the Big
Five." In recent years, an impressive body of
research supports that five basic di bensons
underlies all others and encompass most of the
significant variation in human personality.
The Big Five factors
Extraversion. This dimension captures one's
comfort level with relationships. Extraverts tend to
be gregarious assertive, and sociable. Introverts
tend to be reserved, timid, and quiet.
Agreeableness. This dimension refers to an
individual's propensity to defer to others. Highly
agreeable people are cooperative, warm, and
trusting. People who score low on agreeableness are
cold, disagreeable, and antagonistic
Conscientiousness. This dimension is a measure of
reliability. A highly contentious person is
responsible organized, dependable and persistent.
Those who Score low on this dimension are easily
distracted, disorganized, and unreliable
Emotional stability. This dimension taps a person's
ability to withstand stress. People with positive
emotional stability tend to be calm, self-confident,
and secure those with highly negative scores tend
to be nervous, anxious, depressed, and insecure.
Openness to experience. The final dimension
addresses an individual's range of interests and
fascinations with novelty Extremely open people are
creative, curious and artistically sensitive. Those at
the other end of the openness category are
conventional and find comfort in the familiar.
For the other personality dimensions, predictability
depended upon both the performance criterion and
the occupational group. For stance, extraversion
predicted performance in managerial and sales
positions. This finding makes sense since these
occupations involve high social interaction. Similarly,
openness to experience was found to be important
in predicting training proficiency, which, too, seems
logical. What wasn't so clear was why positive
emotional stability wasn't related to job
performance.
Bill Gates co-founder and chairman of Microsoft
would score high on the conscientiousness
dimension of the Big Five model. His success stems
from his personality an intense drive to succeed,
persistence, personality, brilliant intellect and
competitiveness. Gates's personality has influenced
the cultured success of Microsoft and made him the
most famous business celebrity in the world.
MAJOR PERSONALITY ATTRIBUTES INFLUENCING
OB
In this section, we want to evaluate more carefully
specific personality attribute that have been found
to be powerful predictors of behavior in
organizations. The first is related to where a person
perceives the locus of control to be in his or life. The
others are Machiavellianism, self-esteem, self-
monitoring, propensity for risk taking, and Type A
personality. In this section, we shall briefly
introduced these attributes and summarize what we
know about their ability to explain and predict
employee behavior.
Other people see themselves as pawns of fate,
believing that what happens to them in their lives is
due to luck or chance. The first type, those who
believe that they control their destinies, have been
labelled internals, whereas the latter, who see their
lives as being controlled by outside forces, have
been called externals. A person's perception of the
source of his or her fate is termed locus of control. A
large amount of research comparing internals with
externals has consistently shown that individuals
who have high scores in externality are less satisfied
with their jobs, have higher absenteeism rates, are
more alienated from the work setting, and are less
involved on their jobs than are internals.
Locus of Control
The degree to which people believe they are masters
of their own fate.
Internals Individuals
who believe that they control what happens to
them.
Externals Individuals
who believe that what happens to them is
controlled by outside forces such as luck or chance.
Why are externals more dissatisfied? The answer is
probably because they perceive themselves as
having little control over those organizational
outcomes that are important to them. Internals,
facing the same situation, attribute organizational
outcomes to their own actions. If the situation is
unattractive, they be believe that they have no one
else to blame but themselves. Also, the dissatisfied
internal is more likely to quit a dissatisfying job.
The impact of locus of control on absence is an
interesting one. Internals believe that health is
substantially under their own control through
proper habits, so they take more responsibility for
their health and have better health habits.
Consequently, their incidences of sickness and,
hence, of absenteeism are lower.
We shouldn't expect any clear relationship between
locus of control and turnover because there are
opposing forces at work. "On the one hand, internals
tend to take action and thus might be expected to
quit jobs more readily. On the other hand, they tend
to be more successful on the job and more satisfied,
factors associated with less individual turnover.
Machiavellianism
The personality characteristic of Machiavellianism
(Mach) Named after Niccolò Machiavelli, who wrote
in the sixteenth century on how to gain and use
power. An individual high in Machiavellianism is
pragmatic, maintains emotional distance, and
believes that ends can justify means. "If it works,
use it is consistent with a high-Mach perspective.
A considerable amount of research has been
directed toward relating high and low. Mach
personalities to certain behavioral outcomes." High
Machs manipulate more, win more, are persuaded
less, and persuade others more than do low Machs.
Yet these high-Mach outcomes are moderated by
situational factors. It has been found that high
Machs flourish (1) when they interact face-to-face
with others rather than indirectly; (2) when the
situation has a minimum number of rules and
regulations, thus allowing latitude for
improvisation; and (3) when emotional
involvements with details irrelevant to winning
distract low Machs.
Should we conclude that high Machs make good
employees? That answer depends on the type of job
and whether you consider ethical implications in
evaluating performance. In jobs that require
bargaining skills (such as labor negotiation) or that
offer substantial rewards for winning (as in
commissioned sales), high Machs will be productive.
But if ends can't justify the means, if there are
absolute standards of behavior, or if the three
situational factors noted in the preceding paragraph
are not in evidence, our ability to predict a high
Mach's performance will be severely curtailed.
Machiavellianism Degree to which an individual is
pragmatic, maintains emotional distance, and
believes that ends can justify means.
Self-Esteem. People differ in the degree to which
they like or dislike themselves. This trait is called
self-esteem. The research on self-esteem (SE) offers
some interesting insights into organizational
behavior. For example, self-esteem is directly related
to expectations for success. High SEs believe that
they possess the ability they need in order to
succeed at work.
Individuals with high self-esteem will take more
risks in job selection and are more likely choose
unconventional jobs than people with low self-
esteem. Not surprisingly, self-esteem has also been
found to be related to job satisfaction. A number of
studies confirm that high SEs are more satisfied with
their jobs than are low SES.
Self-Monitoring
A personality trait that has recently received
increased attention is called self-monitoring. It
refers to an individual's ability to adjust his or her
behavior to external, situational factors.
Individuals high in self-monitoring show considerable
adaptability in adjusting their behavior to external
situational factors. They are highly sensitive external
cues and can behave differently in different
situations. High self monitors are capable of
presenting striking contradictions between their
public persona and their private self. Low self-
monitors can't disguise themselves in that way.
They tend to display their true dispositions and
attitudes in every situation; hence, there is high
behavioral consistency between who they are and
what they do.
A personality trait that measures an individual's
ability to adjust his or her behavior to external
situational factors.
The research on self monitoring is in its infancy, so
predictions must be guarded. However, preliminary
evidence suggests that high self monitors tend to
pay closer attention to the behavior of others and
are more capable of conforming than are low self-
monitors. In addition, high self-monitoring managers
tend to be more mobile in their careers and receive
more promotions (both internal and cross
organizational)." We might also hypothesize that
high self-monitors will be more successful in
managerial positions in which individuals are
required to play multiple, and even contradicting,
roles. The high self-monitor is capable of putting on
different "faces" for different audiences.
Risk Taking Donald Trump stands out for his
willingness to take risks. He started with almost
nothing in the 1960s. By the mid-1980s, he had
made a fortune by betting on a resurgent New York
City real estate market. Then, trying to capitalize on
his previous successes, Trump overextended himself.
By 1994, he had a negative net worth of $850
million. Never fearful of taking chances, "The
Donald" leveraged the few assets he had left on
several New York, New Jersey, and Caribbean real
estate ventures. He hit it big again. By 1999, Forbes
estimated his net worth at over $2 billion.
People differ in their willingness to take chances.
This propensity to assume or avoid risk has been
shown to have an impact on how long it takes
managers to make a decision and how much
information they require before making their choice.
For instance, 79 managers worked on simulated
personnel exercises that required them to make
hiring decisions
While it is generally correct to conclude that
managers in organizations are risk averse, there are
still individual differences on this dimension. For
instance, a high risk-taking propensity may lead to
more effective performance for a stock trader in a
brokerage firm because that type of job demands
rapid decision making.
Type A Personality.. A person with a Type A
personality is "aggressively involved in a chronic,
incessant struggle to achieve more and more in less
and less time, and, if required to do 50, against the
opposing efforts of other things or other persons.
Type A's are:
always moving feel impatient with the
rate at which most
events take place
walking to think or do two or
more things at once
eating rapidly cannot cope with leisure
time
are obsessed with measuring their success
numbers in terms of how many or
how much of everything
they acquire
Type A personality
Aggressive involvement in a chronic, incessant
struggle to achieve more and more in less and less
time and, if necessary, against the opposing efforts
of other things or other people.
Type B's
1. never suffer from a sense of time urgency with its
accompanying impatience
2. feel no need to display or discuss either their
achievements or accomplishments unless such
exposure is demanded by the situation;
3. play for fun and relaxation rather than to exhibit
their superiority at any cost;
Differences
Type A’s operating under moderate to high levels of
stress. They subject themselves to more or less
continuous time pressure, creating for themselves a
life of deadlines. These characteristics result in some
rather specific behavioral outcomes. For example,
Type A's are fast workers because they emphasize
quantity over quality. In managerial positions, Type
A's demonstrate their competitiveness by working
long hours and, not infrequently, making poor
decisions because they make them too fast. Type A's
are also rarely creative. Because of their concern
with quantity and speed, they rely on past
experiences when faced with problems. They rarely
vary in their responses to specific challenges in their
milieu; hence, their behavior is easier to predict than
that of Type B's.
Are Type A's or Type B's more successful in
organizations? Despite the Type A's hard work, the
Type B's are the ones who appear to make it to the
top. Great salespersons are usually Type A's; senior
executives are usually Type B's. Why? The answer
lies in the tendency of Type A's to trade off quality of
effort for quantity. Promotions in corporate and
professional organizations "usually go to those who
are wise rather than to those who are merely hasty,
to those who are tactful rather than to those who
are hostile, and to those who are creative rather
than to those who are merely agile in competitive
strife.
PERSONALITY AND NATIONAL CULTURE
Do personality frameworks, such as the Big Five
model, transfer across cultures? Are dimensions
such as locus of control and the Type A personality
relevant in all cultures? Let's try to answer these
questions.
There are no common personality types for a given
country. You can, for instance, find high and low risk
takers in almost any culture. Yet a country's culture
influences the dominant personality characteristics
of its population. We can see this by looking at locus
of control and the Type A personality.
"Deep Down, People Are All Alike"
This statement is essentially false. Only in the
broadest sense can we say that "people are all
alike." For instance, it's true that people all have
values, attitudes, likes and dislikes, feelings, goals,
and similar general attributes. But individual
differences are far more illuminating.6 People differ
in intelligence, personality, abilities, ambition,
motivations, emotional display, values, priorities,
expectations, and the like.
Take the task of selecting among job applicants
Managers regularly use information about a
candidate's personality (in addition to experience,
knowledge, skill level, and intellectual abilities) to
help make their hiring decisions. Recognizing that
jobs differ in terms of demands and requirements,
managers interview and test applicants to:
(1) categorize them by specific traits,
(2) assess job tasks in terms of the type of
personality best suited for effectively completing
those tasks, and
(3) match applicants and job tasks to find an
appropriate fit.
The prevalence of Type A personalities will be
somewhat influenced by the culture in which a
person grows up. There are Type A's in every
country, but there will be more in capitalistic
countries, where achievement and material success
are highly valued. For instance, it is estimated that
about 50 percent of the North American population
is Type A.39 This percentage shouldn't be too
surprising.
ACHIEVING PERSONALITY FIT
Twenty years ago, organizations were concerned
with personality primarily because they wanted to
match individuals to specific jobs. That concern still
exists. But, in recent years, interest has expanded to
include the individual-organization fit. Why?
Because managers today are less interested in an
applicant's ability to perform a specific job than
with his or her flexibility to meet changing
situations.
The Person-Job Fit. In the discussion of personality
attributes, our conclusions were often qualified to
recognize that the requirements of the job
moderated the relationship between possession of
the personality characteristic and job performance.
This concern with matching the job requirements
with personality characteristics is best articulated in
John Holland's personality-job fit theory." The
theory is based on the notion of fit between an
individual's personality characteristics and his or her
occupational environment. Holland presents six
personality types and proposes that satisfaction and
the propensity to leave a job depend on the degree
to which individuals successfully match their
personalities to an occupational environment.
What does all this mean? The theory argues that
satisfaction is highest and turnover lowest when
personality and occupation are in agreement. Social to influence manager
individuals should be in social jobs, conventional others and
people in conventional jobs, and So forth. A attain power
realistic person in a realistic job is in a more
congruent situation than is a realistic person in an Artistic Prefers Imaginative Painter,
investigative job. ambiguous and disorderly, musician,
unsystematic idealistic, writer, interior
Holland's Typology of Personality and activities that emotional, decorator
Congruent Occupations allow creative impractical
expression
Type Personality Congruent
Characteristics Occupation
The Person-Organization Fit. As previously
Realistic Shy, genuine, Mechanic, drill noted, attention in recent years has expanded
Prefers persistent, press operator, to include matching people to organizations as
physical stable, assembly-line well as jobs. To the degree that an organization
activities that conforming worker, farmer
faces a dynamic and changing environment and
require skill, practical
requires employees who are able to readily
strength, and
coordination change tasks and move fluidly between teams,
it's probably more important that employees'
Investigative: Analytical, Biologist, personalities fit with the overall organization's
Prefers original, economist, culture than with the characteristics of any
activities that curious, mathematician,
specific job.
involve independent news reporter
thinking, The person-organization fit essentially argues
organizing and that people leave jobs that are not compatible
understanding
with their personalities. Using the Big Five
Social Prefers Sociable, Social worker, terminology, for instance, we could expect
activities that friendly, teacher, that people high on extraversion fit better with
involve helping cooperative, counselor, aggressive and team-oriented cultures; people
and developing understanding clinical high on agreeableness will match up better with
others psychologist a supportive organizational climate than one
Conventional Conforming, Accountant, that focuses on aggressiveness; and that people
Prefers rule efficient corporate high on openness to experience fit better into
regulated, practical. manager, bank organizations that emphasize innovation rather
orderly, and unimaginative, teller, file clerk than standardization." Following these
unambiguous inflexible guidelines at the time of hiring should lead to
activities selecting new employees who fit better with the
Enterprising Self-confident, Lawyer, real organization's culture, which, in turn, should
Prefers verbal ambitious, estate agent, result in higher employee satisfaction and
activities in energetic, public relations reduced turnover.
which there domineering specialist, small
are business
opportunities
Lesson 5
EMOTIONS On one recent Friday, a 37-year-old
U.S. postal worker in Milwaukee walked into his
place of work. He pulled out a gun and shot and
killed a co-worker with whom he had argued,
wounded a supervisor who had scolded him,
and injured another worker. He then killed
himself." For this worker, anger had led to
violence.
Going on a shooting rampage at work is an
extreme example but it does dramatically
illustrate the theme of this section: Emotions
are a critical factor in employee behavior.
Given the obvious role that emotions play in
our everyday life, it might surprise you to learn
that, until very recently, the topic of emotions
had been given little or no attention within the
field of OB. How could this be?
We can offer two possible explanations. The
first is the myth of rationality. Since the late
nineteenth century and the rise of scientific
management, organizations have been
specifically designed with the objective of
trying to control emotions. A well-run
organization was one that successfully
eliminated frustration, fear, anger, love, hate,
joy, grief, and similar feelings. Such emotions
were the antithesis of rationality.
So while researchers and managers knew that
emotions were an inseparable part of everyday
life, they tried to create organizations that were
emotion free.
The second factor that acted to keep emotions
out of OB was the belief that emotions of any
kind were disruptive. When emotions were
considered, Emotions were rarely viewed as
being constructive or able to stimulate
performance-enhancing behaviors.
Certainly some emotions, particularly when
exhibited at the wrong time, can reduce
employee performance. But this doesn't change
the reality that employees bring an emotional
component with them to work every day and
that no study of OB could be comprehensive
without considering the role of emotions in
workplace behavior.
"People work hard, but they have a good time.
We are allowed to let our personalities show,"
says Mary Ann Adams, project director at
Southwest Airlines. Southwest uses the
person-organization fit during its selective
hiring process. During interviews, applicants
must prove that they have a sense of humor.
WHAT ARE EMOTIONS?
Although we don't want to obsess analysis, we
need to clarity three terms that are closely
intertwined. These are affect, emotions, and
moods.
Affect is a generic term that covers a broad
range of feelings that people experience. It's
an umbrella concept that encompasses both
emotions and moods.
Emotions are intense feelings that are directed
at someone or something.
Moods are feelings that tend to be less intense
than emotions and that lack a contextual
stimulus.
Emotions are reactions to an object, not a trait.
They're object specific. You show your emotions
when you're happy about something. angry at
someone afraid of something. Moods, on the
other hand, aren't directed at an object
Emotions can turn into moods when you lose
focus on the contextual object. So when a work
colleague criticizes you for the way you spoke to
a client, you might become angry at him.
That is you show emotion (anger) toward a
specific object dispirited. You can't attribute this
feeling to any single event: you're just not your
normal, upbeat self. This affective state
describes a mood.
A related behavior term that is gaining
increasing importance in organizational be is
emotional labor. Every employee expends
physical and mental labor when they put their
bodies and cognitive capabilities, respectively,
into their job. But most jobs also require
emotional labor. This is when an employee
expresses organizationally desired emotions
during interpersonal transactions." The concept
of emotional labor originally developed in
relation to service jobs Airline flight attendants,
for instance, are expected to be cheerful,
funeral coin selors sad, and doctors emotionally
neutral But today the concept of emotional
labor seems relevant to almost every job You're
expected, for example, to be courteous and not
hostile in interactions with co-workers.
FELT VERSUS DISPLAYED EMOTIONS
Felt Emotions: The individuals actual emotion.
Displayed Emotions: The learned emotions that
the organization requires workers to show and
considers appropriate in a given job.
Surface Acting: hiding one’s true emotions.
Deep Acting: trying to change one’s feelings
based on display rules.
Emotional labor creates dilemmas for
employees when their job requires them to
exhibit emotions that are incongruous with
their actual feelings Not surprisingly, this is a
frequent occurrence.
There are people at work with whom you find it
very difficult to be friendly: Maybe you consider
their personality abrasive. Maybe you know
they've said negative things about you behind
your back.
They're not Innate: they're learned "The ritual
look of delight on the face of the font runner-up
as the new Miss America is announced is a
product of the display rule that losers should
mask their sadness with an expression of 10 for
the winners
Effective managers have learned to be serious
when giving an employee a negative
performance evaluation and to cover up their
anger when they've been passed over for
promotion. . And the salesperson who hasn't
learned to smile and appear friendly, regardless
of his or her true feelings at the moment, isn't
typically going to last long on most sales jobs.
The key point here is that felt and displayed
emotions are often different. In fact, many
people have problems working with others
simply because they naively assume that the
emotions they see others display is what those
others actually feel.
EMOTION DIMENSIONS
How many emotions are there? In what ways
do they vary? We'll answer these questions in
this section.
Variety - There have been numerous efforts to
limit and define the fundamental or basic set of
emotions.
Research has identified six universal emotions:
anger, fear, sadness, happiness, disgust, and
surprise.
One factor that has strongly shaped what is and
isn't listed in this basic set is the manner in
which emotions were identified. Researchers
tended to look for universally identified facial
expressions and then convert them into
categories. Emotions that couldn't be readily
identified by others through facial expressions,
or which were considered a subset of one of the
basic six, were not selected.
The closer any two emotions are to each other
on this $7 continuum, the more people are
likely to confuse them. For instance, happiness
and surprise are frequently mistaken for each
other, while happiness and disgust are rarely
confused.
Do these six basic emotions surface in the
workplace? Absolutely. I get angry after
receiving a poor performance appraisal. I fear
that I could be laid off as result of a company
cutback. I'm sad about one of my co-workers
leaving to take new job in another city. I'm
happy after being selected as employee-of the
month.
Intensity People give different responses to
identical emotion-provoking stimuli. In some
cases this can be attributed to the individual's
personality. People vary in their inherent ability
to express intensity. You undoubtedly know
individuals who almost never show their
feelings. They rarely get angry They never show
rage. In contrast, you probably also know
people who seem to be on an emotional roller
coaster. When they're happy, their ecstatic.
When they're sad, they're deeply depressed.
Jobs make different intensity demands in
terms of emotional labor. For instance, air
traffic controllers and trial judges are expected
to be calm and controlled, even in stressful
situations.
Frequency and Duration. How often does an
emotion need to be exhibited? And for how
long?
Sean Wolfson is basically a quiet and reserved
person. He loves his job as financial planner. He
doesn't enjoy, however, having to give
occasional speeches in order to increase his
visibility and to promote his programs. "If I had
to speak to large audiences every day, I'd quit
this business," he says. "I think this works for
me because I can fake excitement and
enthusiasm for an hour, a couple of times a
month."
Emotional labor that requires high frequency or
long durations is more demanding and requires
more exertion by employees. So whether an
employee ca successfully meet the emotional
demands of a given job depends not only which
emotions need to be displayed and their
intensity, but also how frequently and for how
long the effort has to be made.
CAN PEOPLE BE EMOTIONLESS?
Are people who seem outwardly calm or
apathetic in situations, in which others are
clearly emotionally charged, without feeling?
Can people be emotionless?
Some people have severe difficulty in
expressing their emotions and under standing
the emotions of others.
Psychologists call this alexithymia (which is
Greek for "lack of emotion"). People who suffer
from alexithymia rarely cry and are often seen
by others as bland and cold. Their own feelings
make them discomfort able, and they're not
able to discriminate among their different
emotions.
Does this inability to express emotions and read
others mean that people who suffer from
alexithymia are poor work performers? Not
necessarily. Consistent with our discussion on
matching personality types with appropriate
jobs, people who lack emotion need to be in
jobs that require little or no emotional labor.
These people are not well suited to sales and
managerial positions
CONTINUE
GENDER AND EMOTIONS
It's widely assumed that women are more "in
touch" with their feelings than men-that they
react more emotionally and are better able to
read emotions in others. Is there any truth to
these assumptions?
The evidence does confirm differences
between men and women when it comes to
emotional reactions and ability to read others.
In contrasting the genders, women show
greater emotional expression than men; they
experience emotions more intensely, and they
display more frequent expressions of both
positive and negative emotions, except anger.
In contrast to men, women also report more
comfort in expressing emotions. Finally,
women are better at nonverbal and
paralinguistic cues than are men.
One explanation is the different ways men and
women have been socialized. Men are taught
to be tough and brave; and showing emotion is
inconsistent with this image. Women, on the
other hand are friendlier than men. For
instance, women are expected to express more
positive emotions on the job (shown by
smiling) than men, and they do. A second
explanation is that women may have more
innate ability to read others and present their
emotions than do men. Third, women may
have a greater need for social approval and,
thus, a higher propensity to show positive
emotions such as happiness.
Reading Emotions
Understanding another person's felt emotions is
a very difficult task. But we can learn to read
others displayed emotions. We do this by
focusing on verbal, nonverbal, and paralinguistic
cues.
The easiest way to find out what someone’s
feeling is to ask them. Saying something as
simple as "Are you OK! What's the problem?"
can frequently provide you with the information
to assess an individual's emotional state but
relying on a verbal response has two
drawbacks:
First, almost all of us conceal our emotions to
some extent for privacy and to reflect social
expectations. So we might be unwilling to share
our true feelings.
Second, even if we want to verbally convey our
feelings, we may be unable to do so.
As we've noted previously, some people have
difficulty understanding their own emotions and
hence, are un- able to verbally express them.
So, at best, verbal responses provide only
partial information.
You're talking with a co-worker. Does the fact
that his back is rigid, his teeth clenched, and his
facial muscles ought tell you something about
his emotional State? It probably should, facial
expressions, gestures, body movements, and
physical distance are nonverbal cues that can
provide additional insights into what a person is
feeling. Notice the difference in facial features
the height of the cheeks, the raising or lowering
of the brow, the turn of the mouth, the
positioning of the lips. and the configuration of
the muscles around the eyes. Even something
as subtle as the distance someone chooses to
position himself or herself from you can convey
their feelings, or lack thereof, of intimacy, ag
aggressiveness, repugnance, or withdrawal.
As Janet and I talked, I noticed a sharp change
in the tone of her voice and the speed at which
she spoke. I was tapping into the third source of
information on a person's emotions-
paralanguage.
This is communication that goes beyond the
specific spoken words. It includes pitch,
amplitude, rate, and voice quality of speech.
Paralanguage reminds us that people convey
their feelings not only in what they say but also
in how they say it.
Women show greater emotional expression
than men and experience emotions more
intensely.
An emotion that is acceptable on the athletic
playing field is acceptable when exhibited at the
workplace. Similarly, what's appropriate in a
country is often inappropriate in another. These
facts illustrate the role that internal constraints
play shaping displayed emotions. Every
organization defines boundaries that identify
what emotions are acceptable and the degree to
which they can be expressed. The same applies
in the different cultures. In this section, we look
at organizational and cultural influences on
emotions:
Organizational influences
•If you can't smile and appear happy, you're un
likely to have much of a career working at a
Disney amusement park.
•And a manual produced by McDonald's states
that its counter personnel "must display traits
such as sincerity, enthusiasm, confidence, and a
sense of humor." There is no single emotional
"set" sought by all organizations. However, at
least in the United States, the evidence indicates
that there's a bias against negative and intense
emotions.
•Expressions of negative emotions such as fear,
and anxiety, and anger tend to be unacceptable
except under fairly specific conditions.
•For instance, one such condition might be a
high-status member of a group conveying
impatience with a low-status member. Moreover,
expressions of intense emotion, whether
negative or positive, tend to be typically
unacceptable because they're seen as
undermining routine task performance.
•Again, there are exceptional conditions in which
this isn't true-for example, a brief grieving over
the sudden death of a company's CEO or the
celebration of a record year of profits But for the
most part, consistent with the myth of rationality,
well-managed O organizations are expected to
be essentially emotion free.
Cultural influences
•Cultural norms in the United States dictate that
employ sees in service organizations should
smile and act friendly when interacting with
customers. But this norm doesn't apply
worldwide.
•In Israel, smiling by super market cashiers is
seen as a sign of inexperience, so cashiers are
encouraged t look somber." In Moslem cultures,
smiling is frequently taken as a sign of sexual
attraction, so women are socialized not to smile
at men.
The foregoing examples illustrate the need to
consider cultural factors as inti fencing what is or
isn't considered as emotionally appropriate.
What's acceptable in one culture may seem
extremely unusual or even dysfunctional in
another. A cultures differ in terms of the
interpretation they give to emotions.
FIGURE 1: Hierarchy of Emotions Viewing
customer emotions as negative or positive and,
within each category, as one of four basic
emotions exemplified by specific emotional
states, is a useful and actionable framework for
marketers.
NEGATIVE
Sadness- Miserable Helpless Guilty
Anger- Frustrated Irritated Discontented
Shame- Embarrassed Ashamed Humiliated
Fear- Nervous Worried Tense
POSITIVE
Pride- Pride
Contentment -Contented Fulfilled Peaceful
Love- Passionate Sentimental Warm-hearted
Happiness- Hopeful Pleased Enthusiastic
There tends to be high agreement on what
emotions mean within cultures but not between.
For instance, one study asked Americans to
match facial expressions with the six basic
emotions. The range of agreement was between
86 and 98 percent. When a group of Japanese
was given the same task, they correctly labeled
only surprise (with 97 percent agreement). On
the other five emotions, their accuracy ranged
from only 27 to 70 percent. In addition, studies
indicate that some cultures lack words for such
standard emotions as anxiety, depression, or
guilt. Tahitians, as a case in point, don't have a
word directly equivalent to sad ness, When
Tahitians are sad their peers typically attribute
their state to a physical illness.
We conclude our discussion of emotions by
considering their application to several topics in
OB. In this section, we assess how a knowledge
of emotions can help you to better understand
the selection process in organizations, decision
making, motivation, leadership, interpersonal
conflict, and deviant workplace behaviors.
Ability and Selection
People who know their own emotions and are
good at reading others' emotions may be more
effective in their jobs. That, in essence, is the
theme underlying recent research on emotional
intelligence."
Emotional intelligence (EI) refers to an
assortment of noncognitive skills, capabilities,
and competencies that Influence a person's
ability to succeed in coping with environmental
demands and pressures. It's composed of five
dimensions:
Self-awareness. The ability to be aware of what
you're feeling
Self-management. The ability to manage one's
own emotions and impulses
Self-motivation. The ability to persist in the
face of setbacks and failures.
Empathy. The ability to sense how others are
feeling.
Social skills. The ability to handle the emotions
of others.
Several studies suggest El may play an
important role in job performance. For instance,
one study looked at the characteristics of Bell
Lab engineers who were rated as stars by their
peers. The scientists concluded that stars were
better at relating to others. That is, it was EI, not
academic IQ, that characterized high
performers. A second study of Air Force
recruiters generated similar findings. Top
performing recruiters exhibited high levels of El.
Using these findings, the Air Force revamped its
selection criteria. A follow-up investigation found
that future hires who had high El scores were
2.6 times more successful than those who didn't.
A recent poll of human resource managers
asked: How important is it for your workers to
demonstrate EI to move up the corporate
ladder? Forty percent replied "very important."
Another 16 percent said "moderately important."
The implications from the initial evidence on El is
that employers should consider it as a factor in
selection, especially in jobs that demand a high
degree of social interaction.
Decision Making
As you'll see in our next weekly lessons,
traditional approach to the study of decision
making in organizations have emphasized
rationality. They have downplayed, or even
ignored, the role of anxiety, fear, frustration,
doubt, happiness, excitement, and similar
emotions. Yet it's naive to assume that decision
choices aren't influenced by one's feelings at a
particular moment. Given the same objective
data, we should expect that people may make
different choices when they're angry and
stressed out than when they're calm and
collected.
Negative emotions can result in a limited search
for new alternatives and a less vigilant use of
information. On the other hand, positive
emotions can in crease problem solving and
facilitate the integration ofinformation." You can
improve your understanding of decision making
by considering "the heart" as well as the head."
People use emotions as well as rational and
intuitive processes in making decisions. Failure
to incorporate emotions into the study of
decision processes will result in an incomplete
(and often inaccurate) view of the process.
Emotional Intelligence is an assortment of
noncognitive skills, capabilities, and
competencies that influence a person's ability to
succeed in coping with environmental demands
and pressures.
Motivation
We'll discuss motivation thoroughly in the next
chapters. At this point, we want to merely
introduce the idea that, like decision making, the
dominant approaches to the study of motivation
reflect an over rationalized view of individuals.
Motivation theories basically propose that
individuals are motivated to the extent that their
behavior is expected to lead to desired
outcomes. The image is that of rational
exchange: the employee essentially trades effort
for pay, security, promotions, and so forth. But
people aren't cold, unfeeling machines. Their
perceptions and calculations of situations are
filled with emotional content that significantly
influences how much effort they exert.
Moreover, when you see people who are highly
motivated in their jobs, they're emotionally
committed. People who are engaged in their
work become physically, cognitively, and
emotionally immersed in the experience of
activity, in the pursuit of a goal.
Are all people emotionally engaged in their
work? No! But many are. And if we focus only on
rational calculations of inducements and
contributions, we fail to be able to explain
behaviors such as the individual who forgets to
have dinner and works late into the night, lost in
the thrill of her work.
Leadership is the ability to lead others is a
fundamental quality sought by organizations. For
this module, we briefly introduce how emotions
can be an integral part of leadership.
Effective leaders almost all rely on the
expression of feelings to help convey their
messages. In fact, the expression of emotions in
speeches is often the critical clement that results
in individuals accepting or rejecting a leader's
message. "When leaders feel excited,
enthusiastic, and active, they may be more likely
to energize their subordinates and convey a
sense of efficacy, competence, optimism, and
enjoyment. Politicians, as a case in point, have
learned to show enthusiasm when talking about
their chances for winning an election, even when
polls suggest otherwise.
Corporate executives know that emotional
content is critical if employees are to buy into
their vision of their company's future and accept
change. When new visions are offered,
especially when contain distant or vague goals,
change is often difficult to accept. So when
effective leaders want to implement significant
changes, theyrely on the evocation, framing, and
mobilization of a notions." By arousing emotions
and linking them to an appealing vision, leaders
increase the likelihood that managers and
employees alike will accept change.
Interpersonal Conflict
Few issues are more intertwined with emotions
than the topic of interpersonal conflict.
Whenever conflicts arise, you can be fairly
certain that emotions are also surfacing. A
manager's success in trying to resolve conflicts,
in fact, is often largely due to his or her ability to
identify the emotional elements in the conflict
and to get the conflicting parties to work through
their emotions. And the manager who ignores
the emotional elements in conflicts, focusing
singularly on rational and task concerns, is
unlikely to be very of effective in resolving the
conflicts
Deviant Workplace Behaviors
Negative emotions can lead to a number of
deviant workplace behaviors. Anyone who has
spent much time in an organization realizes that
people often engage in voluntary actions that
violate established norms and that threaten the
organization, its members, or both. These
actions are called employee deviance.
Employee Deviance-Voluntary actions that
violate established norms and that threaten the
organization, its members, or both. This fall into
categories such as production (e.g., leaving
early, intentionally working slowly); property
(c.8., stealing, sabotage); political (eg.
gossiping, blaming co-workers); and personal
aggression (e.g., sexual harass- mem, verbal
abuse). Many of these deviant behaviors can be
traced to negative emotions. For instance, envy
Envy - an emotion that occurs when you resent
someone for loving something that you don't,
which you strongly desire. It can lead to mall
serious deviant behaviors. Envy, for example,
has been found to be associated with hostility,
"backstabbing" and other forms of political
behavior, negatively distort others’ successes,
and positively distorting one's own
accomplishments.
SUMMARY AND IMPLICATIONS FOR
MANAGERS PERSONALITY
A review of the personality literature offers
general guidelines effective job performance. As
such, it can improve hiring, transfer, and
promotion decisions. Because personality
characteristics create the parameters for people
behavior, they give us a framework for predicting
behavior. For example, individuals who are shy,
introverted, and uncomfortable in social
situations would probably be ill-suited as
salespeople. Individuals who are submissive
and conforming might not be effective as
advertising "idea" people.
Can we predict which high performers in sales,
research, can lead people to work on the basis
of their personality characteristics alone? The
answer is No. Personality assessment should be
used in conjunction with other in formation as
skills, abilities, and experience. But a knowledge
of an individual's personality can aid in reducing
mismatches, which in turn, can lead to reduced
turnover and higher job satisfaction.
We can look at certain personality
characteristics that tend to be related to job
success, test for those traits, and use the data to
make selection more effective. A person who
accepts rules, conformity, and dependence and
rates high authoritarianism is likely to feel more
comfortable in, say, a structured assembly line
job, as an admittance clerk in a hospital, or as
an administrator in a large public agency than as
a researcher or an employee whose job requires
a high degree of creativity.
Emotions
Can managers control the emotions of their
colleagues and employees? No. Emotions are a
natural part of an individual's makeup. Managers
err if they ignore the emotional elements in
organizational behavior and assess individual
behavior if it were completely rational. As one
consultant aptly put it, "You can't divorce
emotions from the workplace because you can't
divorce emotions from people. Managers who
understand the role of emotions will significantly
improve their ability to explain and predict
individual behavior.
Do emotions affect job performance? Yes. They
can hinder performance, especially negative
emotions. That's probably why organizations, for
the most part try to extract emotions out of the
workplace. But emotions can also enhance
performance. How? Two ways:
First, emotions can increase arousal levels, thus
acting as motivators to higher performance.
Second, emotional labor recognizes that feelings
can be part of a job's required behavior.
So, for instance, the ability to effectively manage
emotions in leadership and sales positions may
be critical to success in those positions.
What differentiates functional from dysfunctional
emotions at work? While there is no precise
answer to this, it's been suggested that the
critical moderating variable is the complexity of
the individual's task. The more complex a task,
the lower the level of arousal that can be
tolerated without interfering with
performance. While a certain minimal level of
arousal is probably necessary for good
performance, very high levels Interfere with the
ability to function, especially the job requires
calculative and detailed cognitive processes.
Given that the trend is toward jobs becoming
more complex, you can see why organizations
are like to go to considerable efforts to
discourage the overt display of emotions-
especially intense ones-In the workplace.
Traits are Powerful Predictors of Behavior
The essence of trait approaches in OB is that
employee possesses stable personality
characteristics that significantly influence their
attitudes toward, and behavioral reactions to,
organizational settings. People with particular
traits tend to be relatively consistent in their
attitudes and behavior over time and across
situations. Of course, trait theorists recognize
that all traits are not equally powerful. They tend
to put them into one of three categories:
Cardinal traits strong and generalized that they
influence every act a person performs
Primary traits generally consistent influences
on behavior, but they may not show un up in all
situations Secondary traits attributes that do
not form a vital part of the sonalitytions but come
into play only in particular situa- For the most
part, trait theories have focused on the power of
primary traits to predict employee behavior
Trait theorists do a fairly good job of meeting the
average person's face-validity test. Think of
friends relatives, and acquaintances you have
known for a number of years. Do they have traits
that have remainedessentially stable over time?
Most of us would answer that question in the
affirmative. If Cousin Anne was shy and nervous
when we last saw her 10 years ago, we would
be surprised to find her outgoing and relaxed
now. Managers seem to have a strong belief in
the power of traits to predict behavior. If
managers be lied that situations determined
behavior, they would hire people almost at
random and structure the situation properly, But
the employee selection process in most
organizations places a great deal of emphasis
on how applicants perform in interviews and on
tests. Assume you're an interviewer and ask
yourself: What am I looking for in job
candidates? If you answered with terms such as
conscientious, hard working persistent, confident
and dependable, you're a trait theorist!
Few people would dispute that there are some
stable individual attributes that affect react to the
workplace But trait theorists go beyond that
generosity and argue that individual behavior
consistencies are widespread and account for
much of the differences in behavior among.
There are two important problems with using
traits to explain large proportion of behavior in
organizations: It has been well known for some
time that the effects of traits are likely to be
strongest in relatively weak situations and
weakest in relatively strong situations.
Organizational settings tend to be strongest
nations because they have rules and other
formal regulations that define acceptable
behavior and punish deviant behavior; and they
have informal norms that dictate appropriate
behaviors. These formal and informal
constraints minimize the effects of personality
traits. By arguing that employees possess stable
traits that lead to cross-situational consistency in
behaviours, trait theorists are implying that
individuals don't really adapt to different
situations. But there is a growing body of
evidence that an individual's traits are changed
by the organizations in which that individual
participates. If the individual's personality
changes as a result of exposure to
organizational settings, in what sense can that
individual be said to have traits that persistently
and consistently affect his or her reactions to
these very settings? Moreover, people typically
belong to multiple organizations that often
include very different kinds of members, and
they adapt to those different situations. Instead
of being the prisoners of a rigid and stable
personality framework, as trait theorists propose,
people regularly adjust their behavior to reflect
the requirements of various situations.
First, organizationa l settings are strong
situations that have a large impact on employee
be behavior.
Second, individuals are highly adaptive and
personality traits change in response to
organizational situations
It has been well known for some time that the
effects of traits are likely to be strongest in
relatively weak situations and weakest in
relatively strong situations. Organizational
settings tend to be strongest nations because
they have rules and other formal regulations that
define acceptable behavior and punish deviant
behavior; and they have informal norms that
dictate appropriate behaviors. These formal and
informal constraints minimize the effects of
personality traits. By arguing that employees
possess stable traits that lead to cross-
situational consistency in behaviours, trait
theorists are implying that individuals don't really
adapt to different situations. But there is a
growing body of evidence that an individual's
traits are changed by the organizations in which
that individual participates. If the individual's
personality changes as a result of exposure to
organizational settings, in what sense can that
individual be said to have traits that persistently
and consistently affect his or her reactions to
these very settings? Moreover, people typically
belong to multiple organizations that often
include very different kinds of members, and
they adapt to those different situations. Instead
of being the prisoners of a rigid and stable
personality framework, as trait theorists propose,
people regularly adjust their behavior to reflect
the requirements of various situations.
Quiz 1 True or False
1. Organizational Behavior is specifically
concerned with employment related
situations. True
2. Conceptual skills are applied when a
salesperson is good at using a sales
force automation platform. False
 3. Organizational excellence begins with
the state of the art operation. False
4. Managers have to look at how all the
department are working together, spot
any particular issues, and then decide
what steps need to be taken is an
interpersonal skills. False
5. Men may seems to be more
authoritative than women is an exam of
whole person. False
6. Happy workers are productive workers.
True
7. Notice the accomplishments of the
people around you and compliment
them, the manager applied technical
skils. False
8. Organizational Behavior starts with a
set of fundamental concepts revolving
around the nature of people and
organization. True
9. Organizational Behavior is concerned
with the study of what people do in an
organizations and how that behavior
affects the performance of the
employee. False
10. Employees feel more comfortable in the
workplace if they feel that they are
given importance. True
Quiz 3
Quiz 2
1. An attitude can be inferred from a
person’s: all of the given
2.  Greg wants to buy a new car. He does
some research and test-drives several
cars before deciding to purchase the
one with the highest safety rating and
best gas mileage. Which type of attitude
influenced his decision? Explicitly
based attitude
3.  Which of the following is true of the
perceptual error of availability bias?
It is rooted in limitations in the
information we possess or our memory.
4.  People are more selective about
exposure to content when: An attitude
is personally important
5.  Which of the following is a difference
between terminal values and
instrumental values?
Terminal values are related to desirable
ends, while instrumental values are
desirable means.
6.  If a person has two important
attitudes, those attitudes are likely to
be: All of the given
7.  Sara loves puppies. Which of the
following could be an example of the
behavioral component of her attitude
towards puppies? When she thinks
about puppies, she experiences a boost
in her mood.
8.  Which of the following is true of
individuals with a positive effect? They
generally tend to be enthused.
9.  How can a person reduce dissonance?
All of the given
10.  Among the Big Five personality traits,
which of the following is typically
associated with an individual being
good-natured and trustful?
Agreeableness
1.  Dr. Briosos attributes his success for his
determination to finish his studies
despite the financial difficulties of his
family. Internals
2.  Our personalities developed as a result
of ___. genetic inheritance &
environmental influences
3.  Which of the following statements is
true?
We often share personality traits with
others, especially members of our own
family and community.
4.  Jia cites her being a College
undergraduate to the government’s
 inefficiency to make programs for free
education for less fortunate students
like her. Externals
5.  During this pandemic, most universities
cut costs by ending contracts of faculty
and some heads were given additional
teaching load. Miss Kylie was one
among chosen to teach aside from
having an office schedule. She was
given new subjects to teach but did not
resist because she wants to enjoy the
experience. Openness to experience
6. The company’s group of Supervisors has
no problem working with the
Production Supervisor, Mr. Delos
Santos because he is very cooperative
when it comes to ways and means on
managing and monitoring people.
Agreeableness
7.  Filipino domestic helpers are the best
choice of employers abroad because of
their industriousness and reliability.
Environment
8.  The head of the Provincial Learning
Resource Center (CPLRC) is tapped by
the Provincial Governor to administer
the BalikProbinsya program this
pandemic on top of his functions as the
CPLRC head. He rarely comes home to
his family because he is busy organizing
the trips and the passengers. Despite all
of these, his overwork cannot be
manifested in his face.
Emotional Stability
9.  Talkative vs. silent; frank, open vs.
secretive; adventurous vs. cautious;
sociable vs. reclusive? these traits
describe which dimension of
personality? Extraversion
10.  The Bank Manager is not worried
whenever he is not present in their
branch because Ms. Rosemarie is there
to take charge. She can be dependent
upon assigned tasks and is very much
trustworthy making her act on behalf of
the manager. Conscientiousness
11.  Maggy is a complete resemblance of
her mother, taking her facial
attractiveness and height. Heredity
12.  Marian is very much dedicated to her
work. She loves accomplishing tasks
because she knows that meeting the
demands of her work will make her
succeed in her career. Self-esteem
13.  Ronie enjoys every seminar his
company sends him to because he can
easily get along well with other
delegates. He is very friendly and
outgoing, making others comfortable
with his presence. Extraversion
14.  President Duterte’s critics consider him
as the one behind the closure of ABS-
CBN because he is manipulating the
Congress to achieve power.
Mach
15.  The new entrant of the company, Mr.
Jaybee did not find difficulty adjusting
to his new job because he is very much
capable of handling situations that
require his attention.
Self-monitoring
16.  In China, children are usually taught to
______.
think and act as a member of their
family and to suppress their own wishes
when they are in conflict with the needs
of the family
17.  The prevalence of Type A personalities
will be somewhat influenced by the
______________.
culture in which a person grows up.
18.  Eula was never interested to attend
mass during Sundays because her
parents rarely bring her out when she
was a kid. Now that she’s studying in
USL, she initiates going to mass every
Sunday. Situation
19.  Vice Ganda always make it to a
trending twitter hashtags. Her “Mas
Testing” idea was a hit because he’s
one effective conceptualizer and
innovative. INTP
20.  Graciella is a natural leader. Her
teacher trusts her when it comes to
school programs because she loves
organizing activities for her classmates
to enjoy. ESTI