INTERNAL

ASSIGNMENT SET

ROLL NO 2114102580
PROGRAM BACHELOR OF BUSINESS ADMINISTRATION (BBA)
SEMESTER SEMESTER 1
COURSE CODE & NAME DBB1102 - ORGANIZATIONAL BEHAVIOUR
SESSION FEB/MAR 2021

Q1. Mintzberg provided a categorization scheme for defining what managers do based
on the managerial roles they use at work. Discuss

Ans
In the late 1960s, Henry Mintzberg, conducted a survey on five executives to determine what
managers do while carrying out their jobs. Based on the results, he concluded that managers
perform 10 different and highly related roles that are attributable to their jobs. According to their
relativeness, he then categorized these ten roles into three broad categories, i.e., interpersonal
role, informational role and decisional role. Now let us have a close look at these roles:

Interpersonal role
This role deals with maintaining good relations between the employee and the employer, and the
employee and the employee, internal and external groups etc. The following are the three
important activities to be performed by managers under interpersonal role-

i) Figurehead – This symbolizes social, inspirational, legal, and ceremonial obligations to be

fulfilled by managers. Here, the manager is seen as an icon of status and the manager has to
represent the department or organization to others.
For example – The CEO of a company congratulating a new group of trainees, a professor of
one department meeting with other professors to discuss a common issue, a reputed restaurant’s
head chef greeting its customers.

ii) Leader – A leader is one who can protect the organization during crisis time. It is the prime
duty of a manager to motivate and direct the employees. They need to recruit people and assign
appropriate jobs to them, encourage them for self-development, provide them with training if
needed and appraise their performance regularly.

For example, Adolf Hitler, Nelson Mandela are world leaders and Vijaya Mallya of Kingfisher
group, Ratan Tata of TATA Steels, Bill Gates of Microsoft, etc., are wellknown and famous

Informational Roles
The next set of roles discuss the importance of information sharing and handling. In this context,
the following are the roles to be performed by individuals:

i) Monitor – This calls for assessing the internal operations, analyzing their success ratio and the
problems. All the information gathered in this capacity is stored and maintained for future
references.

For example – A manager informing the marketing head about the specific marketing strategy a
competitor is planning to implement, a PRO gathering information from the internet, news
bulletins, media for the company’s reference.

ii) Disseminator – The next important role to be performed by the manager is to procure
relevant information required by the company people from the external environment and then
distribute it wherever This is usually done by the different heads/PROs/supervisors etc.

Decisional Roles
A major part of the manager’s time is spent on taking some or the other type of decision. These
are the types of managerial roles that rotate around making decisions. There arfour types of
decisional roles:

i) Entrepreneur: Like entrepreneurs, managers also initiate many of the new projects and
assignments to improve the performance and image of their organization.
For example: Dhirubhai Ambani (founder of Reliance company), M.S. Oberoi (founder of the
Oberoi Group of Hotels), Narayana Murthy (One of the founders of Infosys Technologies
Limited), Verghese Ku

ii) Disturbance Handler: Managers are responsible for maintaining the culture of the
organization.The manager is even expected to give fair judgment.

For example, the recent incident in Egypt showed that there was a strong desire among the
public to dethrone their president
Q2. What is transactional analysis? Describe three ego states and various types of
transactions under TA. Support your answers with relevant examples.

Ans 2.

Transactional analysis: Transactional Analysis (TA) is a theory developed by Dr. Eric Berne in
the 1950s. It is a technique or tool used by people to better understand their own and others’
behavior, especially in interpersonal relationships. TA has its roots deeply fixed in the field of
Psychotherapy.

For example, if A sends a message to B and receives a response from B accordingly, then we can
say that a transaction took place as shown in figure 3.1.
Ego-States
Illustrates a simple transaction

Let us now discuss the three types of ego-states-

Figure: Illustrates the three ego-states

(a) Parent-Ego-State – This is the state which is marked by being judgemental, making rules,
insisting on morals and ethics, and laying down the values to be followed. People in this stage
act like parents by advising others regarding the "do’s and don’ts.

(b) Adult Ego State-At this stage, people are logical and rational in behaviour. This state is
marked by authenticity, directness and is based on facts and realities. People under this state are
problem solvers, fact finders and rational decision makers.

(c) Child Ego State – In this state, people behave, feel and think similarly to how they did
during their childhood times. Individuals . For example (i) natural child who is very curious and
fun loving, (ii) rebellious child who revolts against others, (iii) Adapted child who is entirely
under the influence of the parent.
Types of Transactions:

Depending upon the ego state of both parties, there are four types of transactions which take
place during interactions between people. They are-

Complementary Transactions – In a complementary transaction, the message sent by a person

receives the expected response from the other person, and the pattern of behaviour between the
ego states is also parallelparallel. As shown in the figure, a complementary transaction is taking
place between the teacher and the student, the doctor, and a patient.

Figure: Illustrates a complementary transaction

Non-complementary Transactions – Also known as crossed transactions, occur when the

stimulus and response are not parallel. As a result, there will be negative conversation resulting
in blocked communication and confrontation or bad feelings arising between the two parties. The
figure shows a crossed transaction.
 Figure: Illustrates a non-complementary transaction

Ulterior Transactions – In an ulterior transaction, communication has a two-fold meaning. At

the basic level, there is a very clear message, but at the psychological level there is a hidden
message. For example, one may show his care and concern towards the other, but at the
psychological level, he might be jealous of the person.

For example, A person has been given some work and has been advised to do it very minutely
without any mistakes by the boss. In . To save himself work and time,, he gets the same job done
by his junior by telling him that it is an important document to be kept in the department.

Gallows Transaction – This transaction happens when a person smiles or laughs in response to
other people's misfortune.

For example, a mother beaming over her son’s act of breaking an expensive vase and hurting
himself.

Q3. Define emotions. Describe the importance of emotions. (Any 8 points).

Ans 3.

Emotions:

Emotions are defined as a complex pattern of arousal, subjective feelings, and cognitive
interpretation involving physiological and psychological reactions. They can also be explained as
intense feelings that are directed at someone or something (object). Emotions are often confused
with moods and effects. Moods, on the other hand, are feelings less powerful than emotions and
are not directed at an object.
 
Let us discuss the importance of emotions in the following areas:
1. Ability and Selection
2. Decision making
3. Motivation
4. Leadership
5. Competence Enhancement
6. Interpersonal Conflict
7. Customer Service
8. Deviant Workplace Behaviour.
 
1. Ability and Selection: In the movie Shaurya, a brigadier has been shown to develop an
intense hatred for people of a particular community because a boy of that community, whom
he treated as a family member, misbehaves with his daughter and kills her and his So intense
is his anger that he justifies the killing of even innocent members of that particular
community and even their children.
 
2. Decision Making: We have already seen that organizations insist on decisions that are
rational. Yet is it rational to expect people to become emotionless while making decisions?
No! It is not. Organizations, therefore, accept that decisions will be made by people who are
emotional and thus decisions will differ depending upon the predominant emotion being felt
by the decision-maker at the time of making decisions.
 
3. Motivation: How can people be motivated to perform better? The rational approach
suggests that people can be motivated with rewards and thus, higher wages, bonuses,
insurance etc. traditionally have been in operation to provide the required motivation.
 
4. Leadership: leadership has emerged as the most important resource in determining the
success of a modern organization. Would Gandhi have succeeded without his intense
emotions and their display? In the movie Chak de India, was Kabir Khan (played by
Shahrukh Khan) an emotionless person? No, all our leaders, including Gandhi and Mother
Theresa, used expressions of emotions successfully to convey their messages. We know that
the sincerity, happiness and enthusiasm of our leaders is contagious.
 
5. In an interesting study, Frederickson found that positive emotions broaden people’s
momentary thoughts and actions, broaden their mind-sets and build their For example, the
positive emotion of interest creates the urge to explore and expand one self. Similarly, the
positive emotion of joy gives rise to an impulse to play and be creative. 
 
6. Interpersonal Conflict: Interpersonal conflicts are widespread in organizations. These
conflicts have their roots in emotions. Thus, wherever you see a conflict, you can be sure of
strong currents of emotion also. To manage conflicts, a manager has to learn to manage
emotions.
 
7. Workplace behaviour: It is common to find some employees in any organization who
wilfully violate established norms. Such actions are called employee deviance and these are a
threat to the wellbeing of any organization. Thus, some people arrive late, leave early, work
slowly, steal or damage organizational property, indulge in sabotage, gossip, sexual or verbal
abuse,
 
8. Stress Management: The skills required for handling stress are another important aspect
of emotional intelligence as it helps people to meet their environmental demands and manage
work pressure successfully. Psychological stress is accompanied by negative emotions like
anger, aggression, hostility, depression, anxiety and negative behaviours like panic attacks,
mood swings, and sleeplessness.