Course Name- Organizational Behavior

Course Code- MGT 301

Case Study for Final Assessment

Submitted by:

Name ID
Sharfa Nur Yasin 183004902
Jehan Mohammed Kamrul Huda 183000602
Nadia Kader 183005602
Aishworzo Saha 193004202
Afroza Hena 171006202
Mohammad Irfanul Hoque 192000502

Submitted to:

Mohammed Ashequr Rahman

Lecturer

School of Business Administration

East Delta University

Case Summary:

This case is completely based on the chapter of motivation. This case study is kind of a story
based case study. In this case, there are three characters. Main character is Terry and other two
characters are Uncle Jake and frank. Terry is a very effective and experienced customer service
officer of Dutchman Enterprises. His current position is senior customer service specialist in call
center of Dutchman. Frank is his supervisor who is a fresh college graduate. Frank always seeks
for Terry’s help in advising him if something abnormal happens. He always seeks out for Terry’s
help in his work though it is totally unfair. Terry is very much respected by everyone in his
office and Terry also personally likes this attention and respect. In this case, there is a little bit of
description about Terry’s past. He wasn’t always been in a respected position like he is right
now. He had a very difficult past. Here now comes Uncle Jake. He was a friend of family, took a
personal risk and helped him to find the job at Dutchman. Jake was a retired officer but still have
bonding with Dutchman’s employees. He is much respected in Dutchman and everyone still calls
him for advice or suggestions. One-day director HR called him to ask who is going to be best for
a vacant job position. He then called Terry and told him about the job. Terry was much honored
when Uncle Jake proposed him the job. But Terry was a little bit confused about the job because
of having some confusion in switching to marketing department. But Jake gave him time to think
about the job.

Answer 1

We know that French and Ravens have 5 bases of power:-

(1) Coercive
(2) Reward
(3) Legitimate
(4) Referent
(5) Expert

According to the case, Jake used the power of legitimate and expert, where legitimate power is
referred to as an effective power and formal power. It often comes from higher authorities where
an individual of an organization receives the power of control options and praise others. Again
he used the expert power where the expert has an effect on the behavior of a few other
individuals with the aid of providing their concepts and skills. Then we can also see Jake used
his referent power which is the power that has the capability to change the identification based
entirely on uniqueness and respect they have for his or her power holder. Because in this case,
Jake referred Terry to the organization and additionally mentored and guided him professionally.
On the other hand, Terry has been working in Dutchman for seven years and managed to gain the
power of an expert , in which he can handle & supervise numerous responsibilities of Dutchman
corporation. He has additionally designed his personal space so that even his supervisors go to
him for various workplaces. Terry also applied the Coercive power, where Coercive power in
sense means that a leader can punish a worker or group of members through this power.
Furthermore, we can see that Terry has made a job schedule within the department to punish or
appreciate his fellow colleagues within the department.

Answer 2

Yes, when Terry takes over as supervisor, his bases of power will shift from ‘Expert powers’ to
‘Coercive and Reward powers’.
According to the case; we have observed that Terry has been a well-known customer service
specialist while working in Dutchman, because he knew how to fix any unusual situation at that
place. Due to these, his fellow colleague used to seek help and advises from him & so, Terry
used to love the way they respect and give attention to him.
But, when he will be switched to the marketing department, his expert powers will change to
coercive, where coercive power means a manager’s ability to compel an individual to obey an
order by threatening the employees with punishment, if the employee fails to meet the order.

Therefore, in a different environment Terry would be forced to do what he doesn’t wants at times
such as agreeing to his seniors orders due to lack in his experts insights.
Hence, ‘Coercive power’ is indirectly related to ‘Reward power’, where reward power means to
give promotions, bonuses, interesting work assignments & training opportunities. But the issue
of this power base is that it’s not that strong as it seems, because it’s seen that some supervisors
hardly have the control over higher salaries and some managers are totally powerless to
promotions on their own. Therefore overall the reward power would only create disappointment
for Terry.

Answer 3

McClelland's theory of needs is basically those types of needs that are more like motivating
factors than strict needs for survival. Among three needs "need for power" is one of them. "Need
for power" defines as need to make others behave in a way that they would not have others.

"Need for power”:

According to the case study Terry work as customer service representative in a call center and he
has fully control over his supervisor Frank. Not a single thing happened in this call center
without approval of Terry so supervisor has to take his advice in any sort of situation. The
schedule which is well known to Terry through this schedule he recognizes and punishes his
fellow mates. So in this way Terry made his supervisor and fellow mates to behave in a way that
they would not behave otherwise.
On the other hand there is also reflection of "need for power" between Jake and Terry. Once
Terry was a failure in his academic career but after encouraged by his uncle Jake, Terry got a
new chance for proving himself as Jake gave him job as well as consult him for setting priorities
and focusing on future. Through uncle Jake's advices and opinions Terry changed his behavior in
a way that he would not have behave otherwise as Terry working as a customer service
representative in a call center and prove his ability after getting suggestions from uncle Jake. So
in this way "need for power" applied in this case.
Besides "need for power" there are "need for achievement" and "need for affiliation”. Those two
has applied to this case.

"Need for achievement":

High achievement need acts as an internal motivator presupposes two cultural characteristics as
power distance basis of it. According to the case Jake offered a job of a new supervisor
opportunity in a marketing department to Terry. Terry agreed to Jake's proposal but he was
worried about his past job experience as he was a high achiever there because he has crafting
skills ,high achievers perform best when they perceive their probability of success which has 50-
50 chance .There is a relationship between achievement need and job performance . High
achievers strongly motivated when jobs have high degree of personal responsibility, feedback
and intermediate degree of risk. From working in a call center to working as a supervisor in the
marketing department is difficult for Terry because both fields are different from each other.
Respect of his fellow workers as Terry has the power of controlling other fellow workers but in
this new job he had to start from the beginning. He is considering his position in the place of
previous job as his actions towards others will apply on him in this new job and salary issues will
also arise as there will be no overtime in that position of supervisor.

"Need for affiliation":

There is close relation need for affiliation and power tend to be to managerial success. The best
manager may be high in their need for power and low in their need for affiliation. Terry's control
over other fellow workers but there is no close interpersonal relationships among them as they
punished. But in the case Uncle Jake and Terry the application of "need for affiliation" was
appropriate because as a mentor Jake guided Terry when he was in devastated situation during
his academic career and Terry also accepted his proposal when Jake told him to take the
challenge of a supervisor job in the marketing department. In that acceptance of proposal shows
that there is close relationship between them in spite of Terry was not sure he wanted or not
wanted to do this job.
Therefore, in the above description application of McClelland’s theory of needs (need for power,
need for achievement, and need for affiliation) are given based on two individuals of the case.

Answer 4
Terry is being selected into a replacement field of that he knew little or no or none. But, this
position would be useful for him the longer term therefore to possess a hold of a footing he
would attending to hold their square measure sure work techniques he ought to follow to be the
great player in his new role. Techniques are-:

1. He must always follow the orders of his seniors and check out to grasp the rationale behind it.

2. Forever is in agreement with the team.

3. Expand its network base and check out to coalition between team members.

4. Be forever the leader can bring him in smart books of his seniors.

Office politics square measure a reality of life in any organization. And it's doable to market ones
and cause while not compromising his/her values or those of his organization. Practicing "good"
politics permits everybody to move them and their team's interests fairly and fittingly. And,
being attentive to the "bad" politics around themselves helps to avoid unnecessary suffering
whereas others benefit.

We all wish to achieve success; however we do not forever believe each other regarding what
this suggests or however we should always come through it. Workplace politics arise once these
variations of temperament and opinion become troublesome to manage.

Also, bear in mind that some individuals can forever have additional power than others, either
through hierarchy or another supply. There square measure some political techniques that terry
will follow square measure given below:

The foundation for creating politics work for you in a very positive means is to just accept it as a
reality. Then, you would like to develop methods to acknowledge and perceive political behavior
and to make a robust and sustentative network.

These tips will assist Terry to try to this:

Understand the Informal Network

Terry ought to grasp wherever the ability and influence lie, it is time to look at people's
interactions and relationships to grasp the informal or social networks.

Watch closely (but discreetly and respectfully) to search out WHO gets in conjunction with
WHO, and WHO finds it harder to act with others. Seek for in-groups, out-groups or cliques.
Notice whether or not connections square measure supported friendly relationship, respect,
romance, or one thing else.
Finally, try and decipher however influence flows between the parties, and whether or not there
square measure any social conflicts, or bullying. Like a number of Terry’s colleagues mock at
him once he selected in new position.

Build Connections

Terry will begin to make his own social network.

Look on the far side his immediate team, and cross the formal hierarchy all told directions – co-
workers, managers and executives. Do not be petrified of politically powerful individuals.
Instead, get to understand them, and build high-quality connections that avoid empty
compliment.

Be friendly with everybody; however avoid positioning himself too closely with one cluster or
another. And, if he's considering a private relationship at work, make sure to base it on consent,
to avoid any suggestion of outlawed or inappropriate influence, and to ne'er break
confidentiality.

Develop "People Skills"

As we have seen, politics square measure all regarding individuals, therefore sturdy social Skills
can sub smart position once it involves building and maintaining terry’s network.

Reflect on his emotions, what prompts them, and the way he handle them. If he will learn to self-
regulate, he'll be able to assume before his act. This sort of emotional intelligence helps him to
choose informed different people's emotions, too, and to grasp what quite approach they like or
dislike.

Neutralize Negative Politics

Terry will facilitate to create a work become additional positive by not "fuelling the fire" and
connation in negative politics.

For example, avoid passing on rumors while not taking time to rigorously take into account their
supply, believability and impact. And do not deem confidentiality. It's safer to assume that no
matter terry say are going to be recurrent, therefore select rigorously what "secrets" he reveals.

Remain skilled in the least times, and do not take sides, or get sucked into arguments or
recriminations. Once a conflict arises, bear in mind that there does not need to be a winner and a
loser. It's typically doable to search out an answer that satisfies everybody.

If he's registration issues or criticism of his own, be assured and assertive however not
aggressive. And confirm that he takes Associate in Nursing structure perspective, and not merely
an ungenerous one.
By following these steps terry can hold his position successfully.