Professional Documents
Culture Documents
in
1
BBA-5TH SEM www.sbs.ac.in
UNIT –I
UNIT –II
Action Research and OD, Action Research: A Process and an Approach. Managing OD
Process: Diagnosis, Nature of OD intervention; Creating Parallel Learning Structures.
Change and its Impact: Diagnosis and Resistance to Change; Implementing Change; Strategies
and Skills for Communicating Change; Consolidating Change Introduction to Organizational
Development; Foundations of Organizational Development; Process of Organizational
Development; Diagnostic Strategies and Skills; Power, Politics and Ethics in OD; Evaluating
change and future of Organizational Development
UNIT –III
UNIT –IV
Issue in Consultant-Clint Relations: Entry and contracting, defining the client system, trust, the
nature of the consultant’s expertise, diagnosis and appropriate, interventions, depth of
intervention, on being absorbed by the cultural, the consultant as a model, the consultant team as
a microcosm, the dependency issue and terminating the relationship, Ethical standards in OD,
Implications of OD for the Client. Contemporary Issues in OD. OD and Quality Movement, OD-
Now and Beyond.
2
BBA-5TH SEM www.sbs.ac.in
s.no Topic
UNIT-I
2 FOUNDATIONS OF OD
Conceptual Framework of OD, meaning, characteristics, importance, Historical
2.1 background of OD
2.2 Values, assumptions and beliefs in OD
2.3 Systems theory, Participation and Empowerment
2.4 Teams and Teamwork, Strategies of change.
2.5 Inter-Disciplinary Nature of OD
UNIT –II
4 MANAGING OD PROCESS
4.1 Diagnosis, Nature of OD intervention; Creating Parallel Learning Structures
5.7
UNIT –III
6 OD INTERVENTIONS
3
BBA-5TH SEM www.sbs.ac.in
7. TRAINING EXPERIENCE
7.1 T-Groups, Behavioral Modeling and Career Anchors
Team Interventions, Intergroup and Third-Party Peace-Making Interventions.
7.2
UNIT –IV
4
BBA-5TH SEM www.sbs.ac.in
ORGANIZATION CHANGE
INTRODUCTION:
Change is a part of life and provides opportunity for growth. It is a conscious decision by the
management of organisation.
MEANING:
It refers to the process of growth, decline and transformation within the organization.
Organizations may change their strategy or purpose, introduce new products or services, change
the way they produce and sell, change their technology, enter new markets, close down
departments or plants, hire new employees, acquire other organizations become acquired by
5
BBA-5TH SEM www.sbs.ac.in
other organizations and what not ! In doing so, they may turn larger, smaller or stay the same in
terms of size.
DEFINITION:
1. Mr. John Bull defines it as “when an organization system is disturbed by some internal as
well as external forces.
1. POLICIES
2. PROCEDURE
3. MISSION
INTERNAL 4. OBJECTIVES
1. TECHNOLOGICAL
FORCES DEVELOPMENT
2. DEMOGRAPHIC ENVIRONMENT
3. SOCIAL ENVIRONMENT
4. ECONOMIC ENVIRONMENT
5. NATURAL ENVIRONMENT
EXTERNAL
1. COMPETITORS
2. SUPPLIERS
3. GOVERNMENT
4. CUSTOMER
6
BBA-5TH SEM www.sbs.ac.in
1. Reactive Changes:
Reactive changes occur when forces compel organization to implement change without delay. In
other words, when demands made by the forces are compiled in a passive manner, such a change
is called reactive change.
2. Proactive Changes:
Proactive changes occur when some factors make realize organization think over and finally
decide that implementation of a particular change is necessary. Then, the change is introduced in
a planned manner.
7
BBA-5TH SEM www.sbs.ac.in
ORGANIZATIONAL DEVELOPMENT
MEANING:
DEFINITION:
(ii) Organization-wide.
8
BBA-5TH SEM www.sbs.ac.in
(iii) Managed from the top to increase organization effectiveness and health through planned
interventions in the organization’s processes, using behavioral science knowledge
1. Planned Change:
Organizational development (OD) is an educational strategy for bringing about planned change.
Planned change concept makes it different from other approaches for change in organisations.
OD is a long term process. It may take months or years to implement it. OD is never intended to
be a stopgap arrangement or measure. O.D. is a long term approach (of 3 to 5 years period)
and is meant to elevate the organization to a higher level of functioning by improving the
performance and satisfaction of organization members.
4. Systems Orientation:
OD is concerned with the various groups in the organisation and their interactions with each
other. It is concerned with formal as well as informal or social relationships. It is concerned with
group structures, processes and attitudes. OD emphasizes on the relationships among the groups
not on the groups themselves.
5. Change Agent:
The services of outside experts are obtained, generally, to implement the OD process. In OD,
“Do it yourself” programmes are discouraged. When the primary change agent is a consultant
from outside the organisation, he can operate independently without ties to the organizational
9
BBA-5TH SEM www.sbs.ac.in
hierarchy and politics of the organisation. The personnel director is the internal agent of the
organisation who coordinates the programme with the management and the external agent.
As the external agent also works with the management, there is a three way relationship of the
personnel director, management and the outside consultant as they develop the OD programme.
Very rarely, an internal change agent is used by the organisation, who usually is a specialist on
the personnel staff.
6. Action research
It entails what its name describes – research and action. Action research is the process of
systematically collecting research data about an ongoing system relative to some objective, goal
or need of that system. Feeling these back into the system, taking actions by altering selected
variables within the system based both on the date and on the date and on hypotheses and
evaluating the results of actions by collecting more data.
7. Problem Solving:
OD emphasizes on problem solving rather than just theoretical discussion of the problems. The
focus on real, ongoing problems rather than the theoretical or artificial ones is called actions
research. Action research is a very important feature of OD. Sometimes, OD is called
organisational improvement through action research.
In the traditional approaches, training was provided to the people by lecture and discussion
method, in which people talk about only abstract ideas. But in OD, particularly learn by
experiencing in the training environment the kind of human problems they face on the job. This
approach tends to produce more changed behaviour than the traditional approach. Theory is also
necessary and desirable, but the ultimate test is how it applies in real practice. These answers are
provided by OD.
8. Collaborative Management:
10
BBA-5TH SEM www.sbs.ac.in
In contrast to the traditional management structure where orders are issued at upper levels and
simply carried out by low levels, OD stresses collaboration among levels. In OD, organizations
are viewed in a systems perspective.
9. Group Process:
In OD, an effort is made to improve interpersonal relations, open communication channels, build
trust and encourage responsiveness to others. For this OD relies on group processes like group
discussions, inter group conflicts, confrontations and procedures for co-operations.
OD assumes that the culture of every organisation is different from the culture of the other
organizations. The assumption that a particular solution can be applied to the problems of all the
organization is generally not made in OD. Instead the culture of each organisation must be
understood and relations consistent with culture be developed.
11. Feedback:
In OD, feedback is given to all the participants about themselves, which provides them a basis
for their next activities. They generally base their decisions on this concrete data. With the help
of feedback of information, employees will be encouraged to understand a situation and take self
corrective action before somebody else tells them what to do.
OD is flexible and pragmatic, adapting the actions to fit particular needs. Although some
occasional OD change agent may have to impose a single best way on the group, there is,
usually, open discussion of several better alternatives rather than a single best way.
The basic objective of OD is to build better team work throughout the organisation. OD tries to
tie all the groups, small and large, working in the organisation, together to make one integrated
and cooperative group. If any groups have some differences, OD will help them to find out the
11
BBA-5TH SEM www.sbs.ac.in
ways for solving the differences. The result of effective team work will be improved
organizational performance.
Increasing productivity and efficiency comes with many benefits. One of the best ways to
encourage positive results in these metrics is by using a well-thought-out organizational
development structure. Organizational development is used to equip an organization with the
right tools so that it can adapt and respond positively (profitably!) to changes in the market. The
benefits of organizational development include the following:
1. Continuous development
Entities that participate in organizational development continually develop their business models.
Organizational development creates a constant pattern of improvement in which strategies are
developed, evaluated, implemented, and assessed for results and quality.
In essence, the process builds a favorable environment in which a company can embrace change,
both internally and externally. The change is leveraged to encourage periodic renewal.
3. Employee growth
12
BBA-5TH SEM www.sbs.ac.in
require employee development programs. As a result, many organizations are working toward
improving the skills of their employees to equip them with more market-relevant skills.
Innovation is one of the main benefits of organizational development and is a key contributing
factor to the improvement of products and services. One approach to change is employee
development – a critical focal point is a reward for motivation and success.
Organizational development influences the bottom line in many different ways. As a result of
increased productivity and innovation, profits and efficiency increase. Costs come down because
the organization can better manage employee turnover and absenteeism. After the alignment of
an entity’s objectives, it can focus entirely on development and product and service quality,
leading to improvements in customer satisfaction
PLANNED CHANGE
MEANING:
When changes are effected after working out when and how they will be carried out, planned
changes occur. For initiating planned change, the manager needs to constantly watch the changes
taking place in the external and internal environment of the business so that corrective measures
are taken accordingly and the changes could be effected successfully.
13
BBA-5TH SEM www.sbs.ac.in
1. Increased productivity: Planned change help increase productivity and service ability.
On the other hand, change without plan might not help that much to increase
productivity.
2. Enhancement of quality: Enhancement of quality deserves planned change in an
organization. Quality of the goods is the condition of success of the organization.
3. Facing competition: If change process starts in a planned way that can help face
competition successfully. Otherwise it may be difficult.
4. Technological change: Planned change can also help in technological change, which
type of technology is to be installed, that decision is supposed to take through a proper
plan.
5. Customer satisfaction: Customer satisfaction is one of the prime objectives of the
organizations. That satisfaction can also be increased and retained in a planned way.
6. Expansion of market: Every organization wants to expand its business. This expansion
program should be taken with effective plan.
7. Satisfaction of owners: Owners and managers satisfaction is one of the prime implied
objectives of establishing organization. This objective may be achieved, if it is tried in a
planned way.
8. Complying with laws: Some changes take place in compliance with law provisions. In
honor of law provisions, change is initiated.
9. Development of manpower: Manpower training and development is a continuous
process. If this process is undertaken in a planned way that can help the organization to
gain long term benefits.
14
BBA-5TH SEM www.sbs.ac.in
1. UNFREEZING:
Unfreezing makes the need for change inevitable to members so that they become ready to
accept the change. It develops in people a belief that present system of working is undesirable
and change is desirable. It motivates people to move from the old and traditional ways to new
and modern ways of working.
2. CHANGING OR MOVING:
Once people are ready to accept the change, change is initiated by learning new ways of doing
things. New information is collected, new concepts are developed, members are trained to
implement the concepts and present perspectives and attitudes are changed.
Driving people to change their behaviour and attitude can take two forms:
(a) Negative:
Managers announce change, failing which, members are subjected to threats, punishments and
penalties. This change does not have lasting impact and, therefore, has to be closely monitored.
(b) Positive:
People are motivated to feel the need for change and accept it as a positive force that coordinates
individual goals with organisational goals.
3. REFREEZING:
Though change is desirable, people generally resist change. Despite learning new ways of doing
things, they tend to revert to old behaviour after working in the changed environment for some
time. Refreezing attempts to make change permanent till there is need to reintroduce change.
15
BBA-5TH SEM www.sbs.ac.in
“It means locking the new behaviour pattern into place by means of supporting or reinforcing
mechanisms, so that it becomes the new norm.” People realize that change will affect their future
behaviour. Reinforcement of behaviour is, therefore, the aim of refreezing.
(b) Control:
People at high managerial posts want to retain control over organisational activities. They have
their own philosophies and ways of working. They introduce new organisation designs and
control systems which are followed in the organisation.
(c) Leadership:
Dynamic managers introduce change because they want to lead the market. Change in one
business forces others to adopt the changes.
16
BBA-5TH SEM www.sbs.ac.in
2. External factors:
Survival of organisation depends on its active interaction with the environment. Every
organisation affects and is affected by others — be it organisations or suppliers, shareholders,
customers, Government or trade unions. Thus, an organisation has to give due consideration to
its own goals and also the goals of those external to its working.
In order to survive in the changing environment, organisations have to change their production
process, labour-management relations, departmental functions etc. in response to changes in
technological, political, economic factors etc.
17
BBA-5TH SEM www.sbs.ac.in
Changes in economic conditions; exchange rate and interest rate fluctuations, fiscal and
monetary policies, inflation and cost of living necessitate changes in the organisational policies.
18
BBA-5TH SEM www.sbs.ac.in
Employees develop a comfort level when they see management supporting the process. It is
critical that management shows support for changes and demonstrates that support when
communicating and interacting with staff
No one wants to change for change sake, so it is important to create a case for change. A case for
change can come from different sources. It can be a result of data collected on defect
rates, customer satisfaction surveys, employee satisfaction surveys, customer comment
cards, business goals as a result of a strategic planning session, or budget pressures.
Using data is the best way to identify and justify areas that need to improve through change
initiatives
3. Employee Involvement
All change efforts should involve employees at some level. Organizational change, whether large
or small, needs to be explained and communicated, specifically changes that affect how
employees perform their jobs.
19
BBA-5TH SEM www.sbs.ac.in
5. Implementation
Once a change is planned, it is important to have good communication about the roll-out and
implementation of the change. A timeline should be made for the implementation and changes
should be made in the order of its impact on the process and the employees who manage that
process. For instance, if your organization is upgrading its software program, employee training
should be done before the software is installed on their computers.
An effective timeline will allow for all new equipment, supplies, or training to take place before
it is fully implemented.
6. Follow-up
Whenever a change is made it is always good to follow-up after implementation and assess how
the change is working and if the change delivered the results that were intended. Sometimes
changes exceed target expectations but there are occasions that changes just don’t work as
planned. When this is the case, management should acknowledge that it didn’t work and make
adjustments until the desired result is achieved.
20
BBA-5TH SEM www.sbs.ac.in
7. Removing Barriers
Sometimes employees encounter barriers when implementing changes.Barriers can be with other
employees, other departments, inadequate training, lacking equipment, or supply needs.
Sometimes management also needs to deal with resistant or difficult employees. It is
management’s responsibility to ensure that employees can implement change without
obstacles and resistance.
It is unfortunate but there are times when employees simply can’t accept a change. In these rare
cases, employees simply need to move on in order to successfully implement a needed change.
These are difficult but necessary decisions.
Throughout the change management process, a structure should be put in place to measure the
business impact of the changes and ensure that continued reinforcement opportunities exist to
build proficiencies. You should also evaluate your change management plan to determine its
effectiveness and document any lessons learned.
KEY QUESTIONS:
• Did the change assist in achieving business goals?
• Was the change management process successful?
• What could have been done differently?
9. Celebrate
It is important to celebrate successes along the way as changes are made. Celebrating the small
changes and building momentum for bigger changes are what makes employees want to
participate in the process. When employees understand why a change is made and are part of the
process for planning and implementing the change, it allows for a better chance for successful
implementation.
21
BBA-5TH SEM www.sbs.ac.in
With the change message out in the open, it’s important that your people know they will receive
training, structured or informal, to teach the skills and knowledge required to operate efficiently
as the change is rolled out. Training could include a suite of micro-learning online modules, or a
blended learning approach incorporating face-to-face training sessions or on-the-job coaching
and mentoring.
FOUNDATIONS OF OD
CONCEPTUAL FRAMEWORK OF OD
MEANING:
DEFINITION:
(ii) Organization-wide.
(iii) Managed from the top to increase organization effectiveness and health through planned
interventions in the organization’s processes, using behavioral science knowledge.
22
BBA-5TH SEM www.sbs.ac.in
HISTORY OF OD
In a little over five decades, OD has evolved a complex and diverse body of knowledge and
practice. Because this expertise derives mainly from helping organizations change and improve
themselves, the history of OD can be understood in terms of the kinds of changes that
organizations have implemented over this time period. These include changes aimed at:
Although these changes are interrelated, each represents a distinct background in the growth of
OD.
1. SOCIAL PROCESSES
Over time, these organizational conditions generated a host of unintended social problems as
members found it increasingly difficult to communicate both laterally and vertically, to resolve
problems within and across groups, and to respond energetically to managerial directives. OD‟s
response to these social problems started in the late 1940s with the work of Kurt Lewin and his
colleagues in laboratory training. Bradford (1967) began with a training program for community
23
BBA-5TH SEM www.sbs.ac.in
leaders which included both cognitive learning about leadership as well as informal feedback
about participant behaviour.
2. WORK DESIGNS
This branch of OD history involves designing work to make it more motivating and fulfilling.
Traditionally, work was designed to promote technical rationality, resulting in jobs that were
highly specified, fragmented, and repetitive. In the 1960s, the benefits of such work designs
came more and more under question. Employees complained that work was boring and
meaningless; they felt alienated from their jobs and the organizations that employed them.
OD sought remedies for these problems in new work designs that were more geared to employee
needs and aspirations than to traditional designs. These interventions were based on the work of
Eric Trist and his colleagues in socio-technical systems and of Frederick Herzberg and his
colleagues in job enrichment.
3. HUMAN RESOURCES
This background of OD involves integrating people into organizations so they join, remain, and
produce at high levels. Concern for human resources has traditionally been associated with the
personnel function in organizations. OD‟s interest in human resource practices grew rapidly,
many organizations faced serious global competition for the first time. They needed to produce
at higher levels at lower costs. People generally do those things for which they are rewarded;
rewards can play a powerful role in promoting performance.
Based on the work of Lawler (1981) , OD examined how rewards affect organization
performance , this led to interventions aimed at making rewards more contingent on
performance. One method that has grown in popularity over the past two decades is called „gain
sharing‟. It involves paying organization members a bonus based on measurable gains in
performance over some baseline standard
24
BBA-5TH SEM www.sbs.ac.in
4. ORGANIZATION STRUCTURES
The most recent applications of OD involve structuring organizations so they are better aligned
with their strategy and environment. Such largescale change has become more prevalent in the
past two decades as organizations have increasingly faced complex, rapidly changing
environments that often demand radical changes in how they compete and design themselves
(Mohrman et al., 1989).
To help organizations make these transformations, OD has expanded its focus to the total
organization and its competitive environment. Drawing on a variety of perspectives in corporate
strategy (Miles & Snow, 1978; Porter, 1980; Hamel & Prahalad, 1994; Grant, 1998), OD has
created interventions for assessing an organization’s competitive situation and making relevant
changes in strategy if necessary.
This typically includes a so called „SWOT analysis‟ where the organization‟s strengths and
weakness are compared to opportunities and threats in its competitive environment. Then, a
strategy is created to build on the strengths and to take advantage of the opportunities, while
accounting for the weaknesses and threats.
25
BBA-5TH SEM www.sbs.ac.in
ETHICS IN OD
26
BBA-5TH SEM www.sbs.ac.in
our work with organizations should help people to learn the skills needed to help them navigate
change in the future.
In order to help individuals maximize their potential in an organization, we respect that people are
complex. Therefore, we work hard to understand individuals have diverse needs, skills, and feelings
and respect those differences in our work with them.
Conflict is inevitable in teams and organizations. Therefore, we believe in using dialogue to address
conflict in a healthy, open manner in order to move past the dysfunction that suppressed conflict can
create.
In order to create trusting environments, organizational leaders and members must consistently
demonstrate honesty and transparency in their words and actions. As OD practitioners, we must
model this at all times.
1. Most individuals have drives towards personal growth and development. However, the work
habits are a response to work environment rather than personality traits. Accordingly, efforts to
change work habits should be directed towards changing how the person is treated rather than
towards attempting to change the person.
2. Highest productivity can be achieved when the individual goals are integrated with
organizational goals. Also with such integration, the quality of the product is highly improved.
3. Cooperation is more effective than competition. Conflict and competition tend to erode trust,
prohibit collaboration and eventually limit the effectiveness of the organization. In healthy
27
BBA-5TH SEM www.sbs.ac.in
organizations, “efforts are made at all levels to treat conflict as a problem subject to problem solving
methods.
4. The suppression of feelings adversely affects problem solving, personal growth and satisfaction
with one’s work. Accordingly, free expression of feelings is an important ingredient for
commitment to work.
5. The growth of individual members is facilitated by relationships, which are open, supportive and
trusting. Accordingly, the level of interpersonal trust, support and cooperation should be as high
as possible.
6. The difference between commitment and agreement must be fully understood. Agreeing to do
something is totally different from being committed to do something. Sense of commitment makes it
easy to accept change and the implementation of change for the purpose of organizational
development is even easier when such a commitment is based upon participation in the process.
7. OD programmes, if they are to succeed, must be reinforced by the organization’s total human
resources system.
1. Respect People:
People are the main and useful part of the organisation and they are responsible for creating
opportunities for growth. They must, therefore, be treated with respect and dignified manners.
28
BBA-5TH SEM www.sbs.ac.in
3. Confrontation:
Any conflict on any issue should not be suppressed. It should be dealt with openness.
Suppression leads to dampening of morale. Identifying the problem and its causes, discussing it
openly and finding out feasible solution leads to boosting up morale of the employees and
creating good environment.
4. Employee Participation:
The participation of employees who will be affected by the OD should be sought in decision-
making.
5. Expression:
Human beings differ in experience, maturity, ideas, opinions, and outlook. The organisation is at
the receiving end. It gains from the differences in quality, ideas, opinions and experiences of its
people. Human beings are social animals; they have feelings, emotions, anger and sentiments etc.
They should be allowed to express their feelings and sentiments. This will result in building up
high morale and the people will be motivated towards hard work ultimately resulting in increased
efficiency.
6. Seeking Cooperation:
Managers should learn to seek cooperation from each of the employees working under him in his
department. This will develop in creating the atmosphere of cooperation leading to
organizational effectiveness and willingness to accept change in the event of organization
development process.
29
BBA-5TH SEM www.sbs.ac.in
INTRODUCTION:
It came into existence in 1960. This approach was developed by Chester.I.Bernard, Herbert .A.
Simon and their colleagues System approach means a group of small interrelated units.
MEANING:
The system approach is top took upon management as a system or as “an organized whole”
made up of sub- systems integrated into a unity or orderly totality.
A system is composed of related and dependent element which when in interaction, forms a
unitary whole. A system is simply an assemblage or combination of things or parts
forming a complex whole.
30
BBA-5TH SEM www.sbs.ac.in
The major purpose of systems theory is to develop unifying principles by the integration of
various sciences, natural and social. With focus on the structures and functions of the system, the
system can be viewed from different perspectives:
Open system: a system keeps evolving and its properties keep emerging through its
interaction with environment
Holistic view: systems theory focuses on the arrangement of and relations between the parts
that connect them into a whole. The mutual interaction of the parts makes the whole bigger
than the parts themselves
Goal-directedness: systems are goal oriented and engage in feedback with the environment
in order to meet the goals. Also, every part of the system is interdependent with each other
working together toward the goals.
31
BBA-5TH SEM www.sbs.ac.in
ELEMENTS OF A SYSTEM
Disadvantages
Dependency
Expensive
Time consuming
Continuous
monitoring
Proper coordination
is required
32
BBA-5TH SEM www.sbs.ac.in
MEANING: (PARTICIPATION)
Participation is a democratic method of the development process which enables people for
decision-making and acceptance of changes that affect their lives.
It includes:
(a) Involvement of people right from planning to execution;
2. To Increase Productivity –
When employees are involved in the decision making with the management, this motivates them
and their morale increases. This leads to increase in their efficiency which brings increase in the
level of productivity.
33
BBA-5TH SEM www.sbs.ac.in
EMPLOYEES EMPOWERMENT
MEANING:
Employee empowerment is the philosophy of enabling employees to make important decisions
related to their work and take more responsibility for their jobs.
It allows decisions to be made at the lower levels of an organization where employees have a
unique view of the issues and problems facing the organization at a certain level.
34
BBA-5TH SEM www.sbs.ac.in
ELEMENTS OF EE:
1. Authority – Ability of a team to take action, such as to budget, to have access to a petty cash
fund, etc.
2. Self-determination – Ability of a team to decide what problems to work on and what methods
are the best ones to use.
3. Alignment – A scale which measures how close an employee’s personal needs are aligned to
the organization’s needs.
4. Skills – The ability of a team to analyze and solve problems.
5. Resources – Those items necessary for a team to understand a problem and implement
solutions; also, the time to work on solutions, access to manufacturing engineers, etc.
6. Information – Ability of a team to have access to information, computers, financial figures,
etc.
7. Accountability – A scale which measures the level of accountability for a team’s actions and
results.
8. Self Confidence and Firm Determination – To be empowered, it is necessary to have a
certain level of Self Confidence and Firm Determination.
9. Self Control – When any kind of empowerment is given, substantial self-control is required
10. Faith and Trust – Faith and trust are two important ingredients which the employee must
have on employer and employer must have on employee.
11. Meaningfulness – The system of empowerment so designed must have mean fullness.
12. Task Impact – At the end the overall impact of implementation of empowerment must be
gauged.
35
BBA-5TH SEM www.sbs.ac.in
1. Quality of work produced – When given the autonomy that allows them to make a difference
to product or service outcomes, employees will produce higher quality work. The finished
product becomes a matter of personal pride, and the benefits for both the customer and the
employee will become self-evident.
2. Satisfied employees – Various studies have shown that empowered employees are more
satisfied in their work, and less likely to seek employment elsewhere. This decreases
employment costs and the need for training of new staff.
3. Collaboration grows – With increased confidence; employees are more willing to share
information and best practices with others. Honesty and openness increase, and this directly
impacts the ability of people to work as part of a team. Participation becomes more active and
proactive, and this greater collaboration will in itself feed through to organizational capability to
achieve strategic goals.
4. Productivity increases – As confidence and self-esteem grows, and a more quality focused
and collaborative approach takes hold, productivity will increase.
5. Employee empowerment reduces costs – Costs will be reduced across the organization.
36
BBA-5TH SEM www.sbs.ac.in
Principle # 6. Delegate Authority and Impact Opportunities, Not Just More Work:
It means that managers just do not delegate the drudge work; delegate some of the fun stuff, too
as well as delegate the important meetings, the committee memberships that influence product
37
BBA-5TH SEM www.sbs.ac.in
development and decision making, and the projects that people and customers notice. The
employee will grow and develop new skills.
Principle # 10. Help Employees Feel Rewarded and Recognized for Empowered Behaviour:
When employees feel under-compensated, under-titled for the responsibilities they take on,
under-noticed, under-praised, and under-appreciated, employee empowerment should not be
expected to produce results
Empowerment is a complex process because of involvement of human beings whose nature itself
is quite complex. Being a process, empowerment involves a number of stages.
These stages are as follows:
38
BBA-5TH SEM www.sbs.ac.in
39
BBA-5TH SEM www.sbs.ac.in
40
BBA-5TH SEM www.sbs.ac.in
Employees are more likely to agree with changes if they participate in decision making.
41
BBA-5TH SEM www.sbs.ac.in
3. Employees who focus on their own success rather than group’s may leave;
4. Managers must be better trained to facilitate through sharing of information, cooperation, and
referrals to appropriate resources; all employees must “buy in” to the concept for it to be
effective;
6. There is increased time in groups or committees which takes away from regular jobs.
CHALLENGES IN EE:
Challenge # 1. Confusion:
Employees are encouraged to think on their own and take their own decisions. But this may
cause confusion and chaos in organizations where employees are traditionally trained to take
orders from superiors. This can also give rise to disagreements among co-workers if they are
unable to take a unanimous decision.
42
BBA-5TH SEM www.sbs.ac.in
Empowering employees would also require some changes to be made in management style. The
managers would no longer be the ultimate authority. Thus, employees and managers may be
resistant to adopt changes.
MEANING:
The team can be defined as a group of people who work together. “A work group is a number of
persons usually reporting to a common superior and having some face to face interaction, who
have some degree of inter dependence in carrying out tasks for the purpose of achieving
organizational goals.”
A work group’s performance is what its members do as individuals. The performance is just the
summation of each group member’s individual contribution. There is no positive synergy in a
group that would create an overall level of performance that is greater than the sum of the inputs.
IMPORTANCE OF TEAMS:
Work teams help in enhancing the employee motivation. Because work teams encourage
employee involvement, these make the jobs more interesting and fulfill the social needs of the
employees. Individuals are likely to perform better when they are working in the presence of
other people. Individuals will work harder and put in a lot of extra efforts to remain in the team’s
good graces.
43
BBA-5TH SEM www.sbs.ac.in
2. Positive Synergy:
Teams have the potential to create high levels of productivity due to positive synergy created by
them. The output in the form of performance productivities is generally more than the
summation of inputs put in the form of employee efforts. There is a drawback of positive
synergy also. Sometimes, managements resort to cuts in staff to use the positive synergy to get
the same or greater output from fewer people.
Man is a social animal. He always feels the need of affiliation. Teams can satisfy this need of the
employees by increasing worker interactions and creating a feeling of brotherhood and friendship
among team members. Such employees are always in a better position to cope with stress and
they enjoy their jobs more.
Teams generally develop a common purpose, commitment to that purpose and agreement upon
specific goals. All this combined with the social pressures exerted by the team; result in a high
degree of commitment to common team goals. The individual members sublimate their
individual goals for the common goals of the group.
As the teams encourage interactions, it will lead to improved communication. In case of self
managed teams, interpersonal dependencies are created which require the members to interact
considerably more than when they work on jobs alone. Cross functional teams create inter-
functional dependencies and increase organisation wide communication.
The implementation of team work always leads to expanded job training. Through this training
employees build their technical, decision making and interpersonal skills.
44
BBA-5TH SEM www.sbs.ac.in
7. Organisational Flexibility:
Management has found that teams are more flexible and responsive to changing events than are
traditional departments or other forms of permanent groupings. Teams have the capability to
quickly assemble, deploy, refocus and disband. All this is because of the reason that teams focus
on processes rather than functions. They encourage cross training so members can do each
other’s jobs and expansion of skills. This expansion of skills increases organisational flexibility.
Though the introduction of teams does not always achieve these benefits, but we can’t ignore the
reality that team movement currently has tremendous momentum and reflects management’s
belief that teams can be successful in a wide range of settings. There are obviously contingency
factors that influence the acceptance and success of teams.
The team should be the minimum size needed to achieve the team’s goals and include
members with the right mix of skills and talents to get the job done.
2. Fairness in Decision-Making
Ideally, teams will make decisions by consensus. When consensus is not feasible, teams will
use fair decision-making procedures that everyone agrees on.
3. Creativity
Effective teams value original thinking and will produce new and unique approaches to
organizational problems.
4. Accountability
Members must be accountable to each other for getting their work done on schedule and
following the group’s rules and procedures.
45
BBA-5TH SEM www.sbs.ac.in
6. Action Plans
Help the team determine what advice, assistance, training, materials, and other resources it
may be needed.
8. Information Sharing
Effective discussions depend upon how well information is passed between team members –
hoarding information cannot be tolerated. A proliferation of new technologies has made this
easier than it has ever been.
9. Good Data
With information sharing comes the requirement for good data. Teams that use good data for
problem-solving and decision making have a much easier time arriving at permanent
solutions to problems.
46
BBA-5TH SEM www.sbs.ac.in
47
BBA-5TH SEM www.sbs.ac.in
STRATEGIES OF CHANGE
Here are five effective change management strategies that deal with the human element of
organizational change.
1. Propose Incentives
Assuming employees will follow their own self-interests, the first change management strategy
is to offer incentives that will encourage people to accept and ultimately engage with the new
direction of the company.
48
BBA-5TH SEM www.sbs.ac.in
Employee recognition programs and rewards tailored to specific actions and company values
provide the “carrot” some workers need to buy into change. Incentives also help reinforce the
behaviors and actions upper management is looking for in this time of upheaval. Lastly, this
positive model of change management shows that the leadership appreciates their employees
during a difficult time of transition.
Another way to drive employee buy-in is to redefine organizational culture values. This change
management strategy is based on the underlying assumption that people, as social beings, want to
“fit in” and “go along” with cultural norms and values.
Establishing a culture of continuous improvement is one way to change the hearts and minds of
employees asked to change the way they work. In this example, employees may be more
receptive to new ways of working (and new ways of t hinking about work) if they have already
bought into the idea of continuous improvement and the upheaval that comes with change.
3. Exercise Authority
Depending on how serious the need for change is, an organization may choose to exercise its
authority to decrease employee opposition and get workers to adhere to new standards,
processes, and cultural norms as quickly as possible.
If the threat is grave enough that imminent change is necessary for survival, organizations might
simply not have the time to invest in incentive programs or culture change initiatives. The
coercive strategy can be the fastest way to implement change — “my way or the highway” —
but it can also breed resentment and opposition among some employees that may become
problematic in the future.
49
BBA-5TH SEM www.sbs.ac.in
Although people are often quick to oppose change, especially change they view as undesirable or
disruptive, they are often even quicker to adapt to new environments. Organizations can take
advantage of this adaptability by creating a new structure — complete with new processes,
workflows, and values — and gradually transfer employees from the old one.
This strategy is best suited for situations involving radical, transformative organizational change.
Instead of burdening upper management with enticing or coercing employees to accept specific
change initiatives, the burden of change is shifted to the workers who gradually (or all at once)
find themselves in the confines of a new organization. Once there, employees are faced with the
prospect of adapting to new circumstances or being left behind to “die on the vine” with the old
organization.
Radical change is often met with a high degree of resistance, but the odds of success can be
improved if the voices championing change belong to workers and not solely upper management.
Recruiting frontline employees to share the need for change (and the benefits) with their peers
can speed up worker buy-in, lower the degree of resistance, and serve as a mechanism for
collecting feedback and disseminating information regarding the planned change initiative
1. Planned Change:
Organizational development (OD) is an educational strategy for bringing about planned change.
Planned change concept makes it different from other approaches for change in organisations.
50
BBA-5TH SEM www.sbs.ac.in
parts of the organisation are well coordinated in order to solve the problems and opportunities
that are brought by change.
OD is a long term process. It may take months or years to implement it. OD is never intended to
be a stopgap arrangement or measure. O.D. is a long term approach (of 3 to 5 years period)
and is meant to elevate the organization to a higher level of functioning by improving the
performance and satisfaction of organization members.
4. Systems Orientation:
OD is concerned with the various groups in the organisation and their interactions with each
other. It is concerned with formal as well as informal or social relationships. It is concerned with
group structures, processes and attitudes. OD emphasizes on the relationships among the groups
not on the groups themselves.
5. Change Agent:
The services of outside experts are obtained, generally, to implement the OD process. In OD,
“Do it yourself” programmes are discouraged. When the primary change agent is a consultant
from outside the organisation, he can operate independently without ties to the organizational
hierarchy and politics of the organisation. The personnel director is the internal agent of the
organisation who coordinates the programme with the management and the external agent.
As the external agent also works with the management, there is a three way relationship of the
personnel director, management and the outside consultant as they develop the OD programme.
Very rarely, an internal change agent is used by the organisation, who usually is a specialist on
the personnel staff.
51
BBA-5TH SEM www.sbs.ac.in
6. Action research
It entails what its name describes – research and action. Action research is the process of
systematically collecting research data about an ongoing system relative to some objective, goal
or need of that system. Feeling these back into the system, taking actions by altering selected
variables within the system based both on the date and on the date and on hypotheses and
evaluating the results of actions by collecting more data.
8. Problem Solving:
OD emphasizes on problem solving rather than just theoretical discussion of the problems. The
focus on real, ongoing problems rather than the theoretical or artificial ones is called actions
research. Action research is a very important feature of OD. Sometimes, OD is called
organisational improvement through action research.
In the traditional approaches, training was provided to the people by lecture and discussion
method, in which people talk about only abstract ideas. But in OD, particularly learn by
experiencing in the training environment the kind of human problems they face on the job. This
approach tends to produce more changed behaviour than the traditional approach. Theory is also
necessary and desirable, but the ultimate test is how it applies in real practice. These answers are
provided by OD.
In contrast to the traditional management structure where orders are issued at upper levels and
simply carried out by low levels, OD stresses collaboration among levels. In OD, organizations
are viewed in a systems perspective.
In OD, an effort is made to improve interpersonal relations, open communication channels, build
trust and encourage responsiveness to others. For this OD relies on group processes like group
discussions, inter group conflicts, confrontations and procedures for co-operations.
52
BBA-5TH SEM www.sbs.ac.in
OD assumes that the culture of every organisation is different from the culture of the other
organizations. The assumption that a particular solution can be applied to the problems of all the
organization is generally not made in OD. Instead the culture of each organisation must be
understood and relations consistent with culture be developed.
13. Feedback:
In OD, feedback is given to all the participants about themselves, which provides them a basis
for their next activities. They generally base their decisions on this concrete data. With the help
of feedback of information, employees will be encouraged to understand a situation and take self
corrective action before somebody else tells them what to do.
OD is flexible and pragmatic, adapting the actions to fit particular needs. Although some
occasional OD change agent may have to impose a single best way on the group, there is,
usually, open discussion of several better alternatives rather than a single best way.
The basic objective of OD is to build better team work throughout the organisation. OD tries to
tie all the groups, small and large, working in the organisation, together to make one integrated
and cooperative group. If any groups have some differences, OD will help them to find out the
ways for solving the differences. The result of effective team work will be improved
organizational performance.
53
BBA-5TH SEM www.sbs.ac.in
UNIT –II
ACTION RESEARCH
A conventional approach in the organizational development process is the action research model.
This model is used by many organizations to guide the OD process. It entails what its name
describes – research and action.
However, there is much more to the OD process than just research and development. There are
multiple loops used to transmit feedback, which makes an organization more responsive to
change.
1. Problem diagnosis
The organization development process begins by recognizing problems. The method of diagnosis
usually takes the form of data gathering, assessment of cause, as well as an initial investigation to
ascertain options.
The feedback and assessment step often involves proper investigation of identified problems so
that there is a deep understanding of the challenge at hand. This can include an appraisal of
documents, focus groups, customer or employee surveys, hiring consultants, and interviewing
current employees. Information gathered is used to re-evaluate the challenges in the first step.
3. Planning
Once an organization defines and understands its challenge, an action plan is put together. The
plan lays down all the intervention measures that are considered appropriate for the problem at
54
BBA-5TH SEM www.sbs.ac.in
hand. Usually, the measures include such things as training seminars, workshops, team building,
and changing the makeup or structure of teams. Additionally, measurable objectives, which
define the expected results, form an integral part of the overall plan.
Once a plan is in place, the intervention phase commences. Since the organizational development
process is complicated, implementation processes are a key element of the model. As an
example, if training classes are preferred over other methods, test results will form the basis upon
which the training process is evaluated. The objective at this point is to ensure the required
changes take place. If that is not the case, feedback is assessed and used to bring about the
required change.
5. Evaluation
As soon as the intervention plan is complete, the outcome of the change in the organization is
assessed. If the required change does not take place, the organization looks for the cause.
Adjustments are made to ensure the obstacle is eliminated.
6. Success
Success denotes that the desired change took place. A proper plan and efficiency standards are
put in place to ensure that the new switch is sustainable. Ongoing monitoring is needed to ensure
that implemented changes last. Furthermore, as markets and organizations change, new problems
can arise, leading to the push for further development. Great organizations evolve continuously.
Final Thoughts
55
BBA-5TH SEM www.sbs.ac.in
1. Entry.
This phase consists of finding needs for change within an organization. It is also the time to
quickly grasp the nature of the organization, identify the appropriate decision maker, and build a
trusting relationship.
In this step, critical success factors and the real issues are identified. We link into the
organization's culture and processes, and clarify roles for the consultant(s) and employees. This
is also the time to deal with resistance within the organization. A formal or informal contract will
define the change process.
Here data is collected to find the opportunities and problems in the organization.This is also the
time for the consultant to make a diagnosis, in order to recommend appropriate interventions.
4. Feedback.
This two-way process serves to tell what was found out, based on an analysis of the data.
Everyone who contributed information should have an opportunity to learn about the findings of
the assessment process (provided there is no apparent breach of anyone's confidentiality.) The
feedback should start with the executive client and his/her team. Usually it is cascaded down
through the organization to reach all who have participated. This provides an opportunity for the
organization's people to become involved in the change process, to learn about how different
parts of the organization affect each other, and to participate in selecting appropriate change
interventions.
56
BBA-5TH SEM www.sbs.ac.in
5. Planning Change.
In this step recommendations are distilled from the assessment and feedback. Alternative actions
are considered and the focus of the intervention(s) is on activities that have the most leverage to
effect positive change in the organization. An implementation plan is developed that is based on
the assessment data, is logically organized, results- oriented, measurable and rewarded. The next
step is to plan for a participative decision-making process for the intervention.
6. Intervention.
Now, and only now, the actual change process is carried out. It is important to follow the action
plan, yet remain flexible enough to modify the process as the organization changes and as new
information emerges.
7. Evaluation.
Successful OD must have made meaningful changes in the performance and efficiency of the
people and their organization. An evaluation procedure to verify this success, identify needs for
new or continuing OD activities, and improve the OD process itself to help make future
interventions more successful is needed.
8. Adoption.
After steps have been made to change the organization and plans have been formulated, follow-
up is started by implementing processes to insure that this remains an ongoing activity within the
organization, that commitments for action have been obtained, and that they will be carried out.
9. Separation.
It must recognize when it is more productive for the client and consultant to undertake other
activities, and when continued consultation is counterproductive. The change should be
monitored for its success possibly to plan for future change activities.
57
BBA-5TH SEM www.sbs.ac.in
NATURE OF OD INTERVENTION
The collateral organization consists of a steering committee and several working groups
who study the organization and identify the changes to be implemented
58
BBA-5TH SEM www.sbs.ac.in
created that operates side-by-side with the formal hierarchy & structure with the goal of
increasing organization’s learning.
FEATURES
RESISTANCE TO CHANGE
Change is basically a variation in pre-existing methods, customs, and conventions. Since all
organizations function in dynamic environments, they constantly have to change themselves to
succeed. Change management contains several strategies that help in facilitating the smooth
adoption of such changes.
One of the most important facets of change management is resistance to change. It is simply human
nature to counteract any changes and maintain the status quo.
59
BBA-5TH SEM www.sbs.ac.in
Resistance to change may be either overt or implicit. For example, employees may react to a change
in policies with outright rejection and protests.
They may even refrain from showing disapproval expressly, but they may do so implicitly by not
accepting changes. Managers must understand these problems and help the employees adopt these
changes smoothly.
a) Logical resistance: This kind of resistance basically arises from the time people genuinely take
to adapt and adjust to changes. For example, when computers became common, accountants had to
shift from accounting on paper to digital accounting. This naturally takes time to adapt to.
b) Psychological resistance: Under this category, the resistance occurs purely due to mental and
psychological factors. Individuals often resist changes for reasons like fear of the unknown, less
tolerance to change, dislike towards the management, etc.
c) Sociological resistance: This resistance relates not to individuals but rather to the common
values and customs of groups. Individuals may be willing to change but will not due to peer
pressure from the group they are members of. For example, if a workers’ union protests against new
management policies, all workers face pressure to protest together.
60
BBA-5TH SEM www.sbs.ac.in
1. job Loss
Job loss is a major reason that employees resist change in the workplace. In any business, there
are constantly going to be things moving and changing, whether it is due to the need for more
efficiency, better turnaround times, or the need for the employees to work smarter. With all these
needs comes the opportunity for the company to downsize or create new jobs, and this is where
the fear of job loss comes into play.
Communication solves all ills. But a lack of it creates more of them. This is another crucial
reason why employees oppose change. How the change process itself is communicated to the
employees is very important because it determines how they react. If the process of what needs
to be changed, how it needs to be changed and what success would look like cannot be
communicated, then resistance should be expected. Employees need to understand why there is a
need for change, because if they are just thrown the notion that what they have been used to for a
long time is going to be completely renovated, with that will come much backlash.
3. Lack of Trust
Trust is a vital tool to have when running a successful business. In organizations where there is a
lot of trust in management, there is lower resistance to change. Mutual mistrust between
management and employees will lead to the company going into a downward spiral, so trust is a
must.
4. Lack Of Confidence
When employees do not trust or feel confident in the person making the change, their resistance
to it can be a huge barrier. In fact, change advisor and author Rick Maurer believes that lack of
confidence in change-makers is a cause of resistance to change in organizations that is most
often overlooked.
61
BBA-5TH SEM www.sbs.ac.in
5. Problem of Adjustment
Perhaps most important factor for resistance to change is the problem of adjustment. Each
individual tries to maintain a sort of equilibrium, both at formal level as well as at informal level.
When change comes, it requires people to make adjustment so as to cope with the new situation.
People seek status quo because once they establish equilibrium, they may not like that it is
disturbed. Status quo gives them more satisfaction because the existing equilibrium has been
arrived at by eliminating those forces which give people discomforts. When change is
introduced, this equilibrium does not remain as satisfactory as it was before the change
6. Economic Reasons
People resist change if they feel that it is likely to affect them unfavorably so far as their
economic needs are concerned. The greater the amount of loss perceived, greater is the degree of
resistance. People may perceive several types of economic losses because of change, major of
them being as follows:
It can be seen that many of the above factors are quite real and not merely imaginary. For
example, automation may replace many workers and they will be put out of employment if no
alternative employment is provided by the organization, or the organization is not able to
increase its volume of operation so as to absorb all workers. This is the reason why automation is
resisted by workers, and they accept it only when they are guaranteed for alternative jobs.
62
BBA-5TH SEM www.sbs.ac.in
7. Obsolescence of Skills
Change may result in obsolescence of skills specially when altogether a new method of working
is adopted. With the adoption of new method of working, old techniques become useless and
consequently old skills become obsolete. Therefore, when people sense that new method of
working poses a threat of replacing them or in some way affecting them adversely, they will
resist it.
It is not necessary that with the adoption of new method, people with old skills will be replaced;
there may be other consequences also like reduction in authority of the position which they have
been holding, attaching less importance to the jobs they have been performing, and so on.
For example, with the introduction of computers, the jobs of accountants may be changed
completely, and unless they adapt themselves to the new situation, their utility will be reduced
and their job will become less important to the organization. Either accountants change
themselves which is not an easy task, or try to stall the move of putting computers. Thus, fear of
obsolescence of skills may be reason for resisting change. This phenomenon is commonly found
in those people who possess no real marketable skills and whose knowledge is outdated.
8. Emotional Factors
There are many emotional factors which also generate resistance to change. As indicated earlier,
people may not analyze the likely impact of change in an objective manner but they may be
governed by their feelings, emotions, attitudes, etc. Thus, many factors will produce resistance to
change like fear of unknown, ego defensiveness, group norms, and social displacement.
63
BBA-5TH SEM www.sbs.ac.in
2. Organization Structure
Some forms of organization structure are more resistant to change, for example, bureaucratic
structure. A bureaucratic structure where lines of communication are clearly spelled out, jobs are
precisely defined, works against change. Since all these are prescribed rigidly, there is very little
scope of making changes. Moreover, the flow of information from top to bottom level is stressed.
Therefore, there is every possibility that an information initiating or necessitating change may be
screened out at the higher level itself because change does not suit the present organization
structure. Unless the person at the top is highly dynamic, change will always be resisted.
3. Resource Constraints
Many organizations resist change because of resource constraints. It is to be noted that all
organizations have limited resources because resources are limited by their basic nature.
However, some organizations may feel resource constraints more than others. In such a case, the
organizations may not like to incorporate change because it involves some additional cost at least
in the beginning.
4. Sunk Costs
Organizations may also resist change because they have invested in fixed assets and other
resources. These costs cannot be recovered unless the assets and resources are put to productive
use. When change is incorporated, many of these resources become useless. This may be true for
assets as well as for persons also. For example, earlier it has been seen that change may result in
obsolescence of skills.
64
BBA-5TH SEM www.sbs.ac.in
IMPLEMENTING CHANGE
Lewin’s Change Management Model is one of the most popular, most accepted and most
effective models that make it possible for companies to understand organizational and structured
change. This model consists of three main stages which are: unfreeze, change and refreeze.
Unfreeze: The first stage of the change process is the preparation for change. Here,
employers must get prepared for the change and explain to people why the change is
necessary. As most people are resistant to change, this step helps to break this status quo.
Change: In this stage, the change process takes place. Good leadership and effective
employee communications are crucial for this step.
Refreeze: In this stage, the change has been accepted. This is the time when the employees
start going back to their normal pace and routine. This last step requires leaders to make sure
that the changes are adopted and used even after the change management objectives have
been achieved.
CHANGE COMMUNICATION
Change communication is the informational component of the change management strategy. It
helps employees and other stakeholders understand the importance and scope of the new
65
BBA-5TH SEM www.sbs.ac.in
initiatives. Every change communication strategy should consist of delivering timely, relevant
and consistent information and documents, as well as mechanisms to share feedback, raise
concerns and ask questions.
Implementing the right change communication strategy is never an easy job. As most people
resist change in the workplace, effective change communications is the most important
prerequisite for a successful organizational change.
The business world has been undergoing significant changes in the past few months.
Organizations are updating their policies, procedures and strategies in order to mitigate the
negative consequences of the current pandemic.(COVID-19)
That's why change communication now plays a crucial role in ensuring business continuity.
.
1. Build a solid change communication strategy
Before starting with the change communications efforts, one should first put down a compelling
change communications strategy and plan.
66
BBA-5TH SEM www.sbs.ac.in
9. Choosing the right communications channels needed to reach the right employees at the right
time
10.Measuring the impact of your communications efforts
Delivering timely and relevant information is crucial for successful change communications. In
order to ensure that the right message reaches the right employees at the right time, it is
critical that employers understand their internal communications channels and define the ones
that are most likely to catch employees’ attention.
Even though email is still a common way to get these messages out, this is not the most effective
form of communication at work anymore. Moreover, important and relevant email bake only
38% of your employees' inboxes. That means that employees tend to ignore their emails due to
the extensive information overload and content irrelevancy.
Communications leaders report managing change fatigue as their top mission-critical priority.
Key to this is an effective change communications strategy that delivers the right information,
messages and resources at the right time to enable employees for success and make them accept
the change.
67
BBA-5TH SEM www.sbs.ac.in
Many employees will remember the current pandemic as the most stressful period of their
careers. Some are concerned about their health while others are concerned about losing their
jobs, and most employees are struggling to keep up with all the new company's rules and
regulations.
When change is first announced, most employees will be in denial, rejecting it. This is why it is
crucial to clearly define what kind of information should be communicated and how often it
should be shared with employees.
Today’s internal communicators also need to be creative content creators. Employees won’t
react to just any kind of internal campaign any more. We could even say that it is IC
professional’s job to get the employees’ buy-in during change, making their job very similar to
what marketers and salespeople do.
When creating change communications campaigns, think out of the box. For example, instead of
just sending an internal newsletter, consider creating a fun video. Instead of making a
company-wide email announcement, create a channel designated to the change where people can
also join the conversation.
Remember, when your employees are on board and engaged with your change initiative, the
chances of launching a successful change strategy increases by 30%.
6. Make communication personal and relevant
One of the biggest challenges with internal change communications is audience segmentation
that enables content localization, personalization and relevancy. Yet, if you send more than a
few irrelevant emails to your employees, expect no attention from them in the future.
If you are implementing change, it will probably not have the same impact on your employees in
the US and Asia, remote and in-office employees, digital and blue-collar employees, employees
in marketing versus employees working in production departments.
68
BBA-5TH SEM www.sbs.ac.in
employees working in those industries may be at higher risk of getting infected than the ones
working from home.
Therefore, change communications messages cannot be the same for everyone. One size does
not fit all!
When employees can talk publicly or in a closed group about their feelings, concerns and
experiences, or when they have the ability to ask their leadership questions, it helps them feel
like they have a voice in change.
Making important messages and documentation easy for employees to access is a vital part of
every change communications strategy. Employers need to ensure that information about
change is at employees’ fingertips. Moreover, they should ensure that the important
information finds employees, and not the other way around.
9. Publicly recognize your change ambassadors
When employees accept change, they should be recognized and rewarded for their work. This
will encourage them to move forward, and it will show others about the desired behaviors and
actions.
77% of employees say that they would work harder if they were recognized for their work.
Therefore, this approach can be a great motivation to comply with and implement the changes
faster.
69
BBA-5TH SEM www.sbs.ac.in
Recognize and reward employees for accomplishments and for adopting new behaviors during
the transformation process. Celebrate the wins and milestones.
Empower your change management leaders as well as employees to engage in the change
process by giving them freedom to make their own decisions and implement new ideas.
If your employees don’t feel empowered, the engagement level will drop and result in
resistance to change.
Employee relations have a big impact on encouraging conversations before, during and after
the changes are implemented.
Start a conversation among your employees in order to find out how they feel about the new
initiatives. Understand that true communication is a two-way conversation
CONSOLIDATION CHANGE:
Once implemented, change is not always embedded in an organization. The ability to make the
change “stick” indicates the long-term success of the change “becomes the new normality “no
longer seen as a change initiative “baked into the organization”“becomes the way we do things
around here “There are a number of actions that can help consolidate change.
70
BBA-5TH SEM www.sbs.ac.in
1. Redesigning roles:
This is a common outcome of change and is a sign that the change is of considerable importance.
(Beer) – too much focus on changing attitudes and beliefs – change roles and responsibilities
instead (i.e. behavior)
Selection criteria are symbols of whether new ideas and change are being encouraged. “Subtle
yet potent”
Resource allocation
“Local initiatives” on detailed actions that support the change should be encouraged as the norm
at all levels of the organization. Don’t over-control!
6. Measure progress:
Measures are used as a means to quantify the progress of change and “what gets measured, gets
done”
71
BBA-5TH SEM www.sbs.ac.in
DEFINITION:
(ii) Organization-wide.
(iii) Managed from the top to increase organization effectiveness and health through planned
interventions in the organization’s processes, using behavioral science knowledge.
1. Planned Change:
Organizational development (OD) is an educational strategy for bringing about planned change.
Planned change concept makes it different from other approaches for change in organisations.
72
BBA-5TH SEM www.sbs.ac.in
OD is a long term process. It may take months or years to implement it. OD is never intended to
be a stopgap arrangement or measure.
4. Systems Orientation:
OD is concerned with the various groups in the organisation and their interactions with each
other. It is concerned with formal as well as informal or social relationships. It is concerned with
group structures, processes and attitudes. OD emphasizes on the relationships among the groups
not on the groups themselves.
5. Change Agent:
The services of outside experts are obtained, generally, to implement the OD process. In OD,
“Do it yourself” programmes are discouraged. When the primary change agent is a consultant
from outside the organisation, he can operate independently without ties to the organizational
hierarchy and politics of the organisation. The personnel director is the internal agent of the
organisation who coordinates the programme with the management and the external agent.
As the external agent also works with the management, there is a three way relationship of the
personnel director, management and the outside consultant as they develop the OD programme.
Very rarely, an internal change agent is used by the organisation, who usually is a specialist on
the personnel staff.
6. Action research
It entails what its name describes – research and action. Action research is the process of
systematically collecting research data about an ongoing system relative to some objective, goal
or need of that system. Feeling these back into the system, taking actions by altering selected
variables within the system based both on the date and on the date and on hypotheses and
evaluating the results of actions by collecting more data.
73
BBA-5TH SEM www.sbs.ac.in
7. Problem Solving:
OD emphasizes on problem solving rather than just theoretical discussion of the problems. The
focus on real, ongoing problems rather than the theoretical or artificial ones is called actions
research. Action research is a very important feature of OD. Sometimes, OD is called
organisational improvement through action research.
In the traditional approaches, training was provided to the people by lecture and discussion
method, in which people talk about only abstract ideas. But in OD, particularly learn by
experiencing in the training environment the kind of human problems they face on the job. This
approach tends to produce more changed behaviour than the traditional approach. Theory is also
necessary and desirable, but the ultimate test is how it applies in real practice. These answers are
provided by OD.
8. Collaborative Management:
In contrast to the traditional management structure where orders are issued at upper levels and
simply carried out by low levels, OD stresses collaboration among levels. In OD, organizations
are viewed in a systems perspective.
9. Group Process:
In OD, an effort is made to improve interpersonal relations, open communication channels, build
trust and encourage responsiveness to others. For this OD relies on group processes like group
discussions, inter group conflicts, confrontations and procedures for co-operations.
OD assumes that the culture of every organisation is different from the culture of the other
organizations. The assumption that a particular solution can be applied to the problems of all the
organization is generally not made in OD. Instead the culture of each organisation must be
understood and relations consistent with culture be developed.
74
BBA-5TH SEM www.sbs.ac.in
11. Feedback:
In OD, feedback is given to all the participants about themselves, which provides them a basis
for their next activities. They generally base their decisions on this concrete data. With the help
of feedback of information, employees will be encouraged to understand a situation and take self
corrective action before somebody else tells them what to do.
OD is flexible and pragmatic, adapting the actions to fit particular needs. Although some
occasional OD change agent may have to impose a single best way on the group, there is,
usually, open discussion of several better alternatives rather than a single best way.
The basic objective of OD is to build better team work throughout the organisation. OD tries to
tie all the groups, small and large, working in the organisation, together to make one integrated
and cooperative group. If any groups have some differences, OD will help them to find out the
ways for solving the differences. The result of effective team work will be improved
organizational performance.
Increasing productivity and efficiency comes with many benefits. One of the best ways to
encourage positive results in these metrics is by using a well-thought-out organizational
development structure. Organizational development is used to equip an organization with the
right tools so that it can adapt and respond positively (profitably!) to changes in the market. The
benefits of organizational development include the following:
1. Continuous development
Entities that participate in organizational development continually develop their business models.
Organizational development creates a constant pattern of improvement in which strategies are
developed, evaluated, implemented, and assessed for results and quality.
75
BBA-5TH SEM www.sbs.ac.in
In essence, the process builds a favorable environment in which a company can embrace change,
both internally and externally. The change is leveraged to encourage periodic renewal.
3. Employee growth
Innovation is one of the main benefits of organizational development and is a key contributing
factor to the improvement of products and services. One approach to change is employee
development – a critical focal point is a reward for motivation and success.
Organizational development influences the bottom line in many different ways. As a result of
increased productivity and innovation, profits and efficiency increase. Costs come down because
76
BBA-5TH SEM www.sbs.ac.in
the organization can better manage employee turnover and absenteeism. After the alignment of
an entity’s objectives, it can focus entirely on development and product and service quality,
leading to improvements in customer satisfaction.
77
BBA-5TH SEM www.sbs.ac.in
5) Feedback
Any OD activity is incomplete without proper feedback. Feedback is the process of relaying
evaluations to appropriate employees and group by means of special sessions or reports.
Feedback must be carefully handled because sometimes emotional factor set in.
For instance, when mistakes of some of the members are spelled out then emotional factors
accompanying the resentment may creep in. It is important to remember that feedback should be
based on the broad array of data and should include the assessment of the change model itself.
1. Intrapersonal skills.
Despite the growing knowledge base and sophistication of the field, organization development is
still a human craft. As the primary instrument of diagnosis and change, practitioners often must
process complex, ambiguous information and make informed judgments about its relevance to
organizational issues. Practitioners must have the personal centering to know their own values,
feelings, and purposes as well as the integrity to behave responsibly in a helping relationship
with others. Because OD is a highly uncertain process requiring constant adjustment and
innovation, practitioners must have active learning skills and a reasonable balance between their
rational and emotional sides. Finally, OD practice can be highly stressful and can lead to early
burnout, so practitioners need to know how to manage their own stress.
78
BBA-5TH SEM www.sbs.ac.in
2. Interpersonal skills.
Practitioners must create and maintain effective relationships with individuals and groups within
the organization and help them gain the competence necessary to solve their own problems.
Group dynamics, comparative cultural perspectives, and business functions are considered to be
the foundation knowledge, and managing the consulting process and facilitation as core skills.
All of these interpersonal competencies promote effective helping relationships. Such
relationships start with a grasp of the organization's perspective and require listening to members'
perceptions and feelings to understand how they see themselves and the organization. This
understanding provides a starting point for joint diagnosis and problem solving. Practitioners
must establish trust and rapport with organization members so that they can share pertinent
information and work effectively together. This requires being able to converse in members' own
language and to give and receive feedback about how the relationship is progressing.
79
BBA-5TH SEM www.sbs.ac.in
The last basic tool OD practitioners should have is a general knowledge of organization
development. They should have some appreciation for planned change, the action research
model, and contemporary approaches to managing change. They should be familiar with the
range of available interventions and the need for evaluating and institutionalizing change
programs. Perhaps most important is that OD practitioners should understand their own role in
the emerging field of organization development, whether it is as an OD professional, a manager,
or a specialist in a related area. The role of the OD practitioner is changing and becoming more
complex, Ellen Fagenson and W. Warner Burke found that the most practiced OD skill or
activity was team development, whereas the least employed was the integration of technology
(see Table 1). The results of this study reinforce what other theorists have also suggested. The
OD practitioners of today are no longer just process facilitators, but are expected to know
something about strategy, structure, reward systems, corporate culture, leadership, human
resource development and the client organization's business. As a result, the role of the OD
practitioner today is more challenging and more in the mainstream of the client organization than
in the past. OD Practitioner Skills and Activities
5. Project Management
Performed project management duties for PEA and clients with respect to client services and
products.
Executed all project management and process documentation responsibilities related to the
80
BBA-5TH SEM www.sbs.ac.in
6. Training Programs
Consulted with business leaders to determine the most imperative business focus areas that
Developed and implemented evaluation system to assess the quality and effectiveness of
7. Succession Planning
Identified new leaders for regional/national training and leadership opportunities and
succession planning.
Planned and lead the Organizational Review / Succession Planning workshop with site
Designed and implemented a Succession Planning process for field associates linking
8. Powerpoint
seminars.
Demonstrated PowerPoint presentations that were interesting and lively, with step-by-step
81
BBA-5TH SEM www.sbs.ac.in
9. Workforce
Determined workforce needs and developed succession planning process, created and
Implemented workforce planning and talent management to ensure that the organization
Researched and aided in designing departmental roles based on current and future
drive growth.
This ability is particularly important in times of conflict and stress; it is also critical just before
and during a manager’s first experience with team building.
2. One person exerts power over another to the degree that he is able to exact compliance as
desired
3. “A” has power over “B” to the extent that “A” can get “B” to do something that “B” would
82
BBA-5TH SEM www.sbs.ac.in
4. The ability of those who possess power to bring about the outcomes they desire.
6. “Pouvoir” from the French stands for both the noun “power” and the verb “to be able”
• Positive power characterized by socialized needs to initiate, influence and lead – Seeks to
empower self and others
1. COERCIVE POWER: It depends on fear. One reacts to this type of power out of fear of the
negative results that might occur if one fails to comply. It rests on the application (or the threat)
of physical sanctions.
83
BBA-5TH SEM www.sbs.ac.in
2. REWARD POWER: It is the opposite of coercive power. People comply because doing so
produces benefits, anyone who can distribute rewards that others value will have power over
them.
3. LEGITIMATE POWER: It represents the power a person receives as a result of his or her
position in the formal hierarchy of an organization. Legitimate power is broader than the power
to coerce and reward. It includes acceptance of a person’s authority by members of the
organization.
5. REFERENT POWER: It is based on identification with a person who has desirable resources
or admirable personal traits. It develops out of an admiration for someone and a desire to be like
that person, if person A admires person B enough to model behavior and attitudes after him or
her, then person B has power over person A.
84
BBA-5TH SEM www.sbs.ac.in
• Creates value for OD • Increases power base and support • Endorsement, support and
protection of OD interventions.
5. Mind you own business (help others solve their major problems) • Help upon request •
Help the manager meet her/his goals
6. Mind your own business and don’t invite political trouble • OD practitioner’s role is that of
facilitator, catalyst, problem-solver, and educator • Role is not power-broker or power activist.
ETHICS IN OD
85
BBA-5TH SEM www.sbs.ac.in
As OD practitioners, we have an optimistic view of people and teams. Therefore, we believe that
our work with organizations should help people to learn the skills needed to help them navigate
change in the future.
In order to help individuals maximize their potential in an organization, we respect that people are
complex. Therefore, we work hard to understand individuals have diverse needs, skills, and feelings
and respect those differences in our work with them.
Conflict is inevitable in teams and organizations. Therefore, we believe in using dialogue to address
conflict in a healthy, open manner in order to move past the dysfunction that suppressed conflict can
create.
1. Organization development must offer a compelling vision for the organization of the future
OD should not only be up-to-date with new models, but should also have a strategic view of what
those models imply for a particular context. Not every industry and value creation model will fit or
will be ready to experiment with a self-management model, for example. To that end, OD must
86
BBA-5TH SEM www.sbs.ac.in
engage senior leaders at eye level and be prepared and capable of infusing the OD agenda and
insights into the organization’s strategic discussion
2. Organization development must evolve its toolkit to design and develop organizations for new
forms of hierarchy, leadership, and decision-making
With new forms of organizing and models based on decentralization of authority advancing, OD
leaders must reassess their toolboxes. Will the theories, frameworks, interventions, and
workshop formats of the past have the same relevance? What aspects of them must be further
developed? One example: how do we define and develop leadership when there is no (single)
boss and no fixed allocation of authority over a team’s activities? This is not to say that all of
OD’s know-how is obsolete – far from it! But most OD teams will have to put in the effort to be
on top of a whole new range of issues.
3. Organization development teams have to rethink the way they deliver their services
It will no longer be enough to cascade an OD strategy signed off by senior management along the
chain of command, or to use dedicated interventions and trainings alone.
The future of OD will require working in a much more integrated fashion, often alongside
business functions. Instead of trainings in which the OD agenda can be promoted in a protected
space, OD will have to find ways to integrate their value delivery into the business agenda,
working with leaders and teams as part of the action.
Relating content will increasingly have to happen through blended formats, leveraging both
technology and a direct involvement with the teams being supported.
And OD will have a new role, empowering and enabling business and functional leaders across
the organization to make contributions to the organization’s development. As such, OD will have
to command “meta tools” that allow it to enable others.
87
BBA-5TH SEM www.sbs.ac.in
4. Organization development must define its strategy interfacing with leadership development,
learning and development, and talent management functions
OD will have to work with neighboring functions, including leadership development, talent
management, and learning and development. Sometimes the functional structure makes alignment
more likely (e.g. with all those functions sitting under the joint leadership of HR), but even then,
a coordinated approach is far from guaranteed.
Regardless of the structural set-up, those functions will be crucial to buy into the organizational
vision mentioned above.
For example, the organizational vision discussed above must be a key context factor for any
leadership development effort. The delivery model of OD interventions should be integrated with
the overall learning and development strategy of an organization. And “organizational
intelligence”, meaning the capabilities and practices of leading and collaborating that keep
organizations effective, should be considered in a company’s talent management approach.
88
BBA-5TH SEM www.sbs.ac.in
UNIT-III
OD INTERVENTION
“OD interventions are set o f structured activities in which selected organizational units (target
groups or individuals) engage in a task or sequence o f tasks with the goals o f organizational
improvement and individual development.” -French & Bell
“OD intervention is a sequence o f activities action and events intended to help organisation
improve its performance and effectiveness. -Cummings & Worley
OD interventions are the building blocks which are the planned activities designed to improve
the organization’s functioning through the participation of the organizational members.
EVOLUTION OF OD INTERVENTION:
OD Interventions Examples
Microsoft relied on OD interventions aimed at behavioural changes and operational changes.
Hyundai and Toyota focus on cultural interventions and quality management systems.
89
BBA-5TH SEM www.sbs.ac.in
Wipro adopted for internal organizational restructuring to meet customer specific needs.
STRUCTURAL INTERVENTION
MEANING:
• It Focus on job design, division of labor and hierarchy, arrangements of equipment and people
etc.
90
BBA-5TH SEM www.sbs.ac.in
3. Work Redesign
5. Quality Circles
It is based on joint optimization of the social and technological systems of organization. The
boundary between the organization & its environment should be managed to allow effective
exchanges but protection from external disruptions.
• Alternative to traditional assembly line methods. Rather than having a large number of
employees each do a small operation to assemble a product, the employees are organized into
small teams, each of which is responsible for assembling an entire product. These teams are self-
managed, and are independent of one another.
• Providing teams with a grouping of tasks that comprises a major unit of the total work to be
performed.
91
BBA-5TH SEM www.sbs.ac.in
3. WORK REDESIGN
• Job design (also referred to as work design or task design) is a core function of human
resource management and it is related to the specification of contents, methods and relationship
of jobs in order to satisfy technological and organizational requirements as well as the social and
personal requirements of the job holder.
• Its principles are geared towards how the nature of a person's job affects their attitudes and
behavior at work, particularly relating to characteristics such as skill variety and autonomy.
The aim of a job design is to improve job satisfaction, to improve through-put, to improve
quality and to reduce employee problems (e.g., grievances, absenteeism).
• Richard Hackman & Greg Oldham have provided an OD approach to work design based on
theoretical model of what job characteristics lead to psychological states that produce high
internal work motivation.
It is based on five job characteristics- Skill variety, task identity, task significance, autonomy
and feedback from the job.
4. MBO
Peter Drucker, known as father of MBO technique, coined this term in 1954. Management
By Objectives (MBO) is the process of setting achievable goals for the managers and employees
at all the levels to be accomplished within a stipulated period. It streamlines the plan of action of
the workforce and establishes their roles and responsibilities.
The actual performance of the individual is measured against his goals.The subordinate and
supervisor jointly developed specific goals and targets. These goals must be specific and
measurable. The subordinate proposes a set of goals for the upcoming time period.
92
BBA-5TH SEM www.sbs.ac.in
CHARACTERISTICS OF MBO
Resource Optimization: MBO ensures the proper utilization of the available resource (i.e.,
human resources) eliminating the wastage of these resources in terms of time and efforts.
Goal Orientation: The initial step in MBO is the goal formation, and all the efforts are
directed towards the accomplishment of these set objectives.
Multiple Accountability: In MBO, goals are formed for the employees, and therefore,
everyone has their course of action for which they are individually accountable.
Universally Applicable: The concept of MBO can be applied to almost all the organizations,
whether business entities or non-profit organizations.
Systems Approach: It is applied to the whole system and thus integrates the efforts of the
individual, the organization and its environments in a single direction.
93
BBA-5TH SEM www.sbs.ac.in
Operational: It is practically applicable to the day to day business operations, and the
performance can be evaluated periodically by comparing the actual result to the desired
outcome.
Employee Management Participation: The top management does not just set the goals in
MBO but involves the active participation of the employees and the managers too.
Key Result Areas (KRA): The priority zones in the organization which require special
attention and are considered to be crucial for the growth and development of the business are
termed as KRA. Thus, MBO focuses on this KRA for enhancing the overall performance.
MBO is a strategical approach adopted to streamline the business activities and direct the
individual and group efforts towards the attainment of the organizational goals.
Following are some of the other benefits of MBO to the business entities:
Better Planning: When the organization knows what it wants to achieve, i.e., its goals, it
It also defines their individual and group roles clearly, to avoid any confusion or doubt.
Increases Level of Commitment: When the employees have a clear goal or target, with a
well-defined course of action, their level of commitment to give the desired results
enhances.
Facilitates Control: It becomes easy for the management to review and control the activities
94
BBA-5TH SEM www.sbs.ac.in
ADVANTAGES TO SUPERIORS
Superiors control the functioning of the subordinates and monitor their performance. There are
many benefits of MBO to the superiors; some of these are explained below:
ADVANTAGES TO SUBORDINATES
The subordinates are responsible for implementing MBO in their work stream. Following are the
multiple benefits of MBO to the employees:
Simplifies Goal Achievement: The subordinates are assigned with individual roles,
responsibilities and tasks in the direction of achieving organizational goals which simplify
their work.
Increases Job Satisfaction: When the employees realize the level of efforts made by the
management and the superiors to simplify their work, they feel valued and satisfied with
their job.
Initiates Self-Direction and Self-Control: With the help of the well-defined workstream,
roles, goals and responsibilities, the subordinates do not need to ask everything from the
superiors and can monitor their activities by themselves.
95
BBA-5TH SEM www.sbs.ac.in
LIMITATIONS OF MBO
Despite its numerous advantages, MBO has some shortcomings too, which may sometimes lead
to poor results and a downturn in performance.
1. Lack of Proper Objective: Due to the changing environment and competitiveness, the
organizational objective seems to be vague at times.
2. Issues in Goal Setting: Many times, companies set unrealistic goals which are too high to be
attainment, thus hindering the MBO process.
3. Co-ordination Problem: Eventually, everyone knows their work and are engaged in
completing the individual task without interacting with each other. Thus, there may arise a
coordination issue in business operations.
4. Time Consuming: MBO takes a lot of time, sometimes years to give the desired results.
5. Reward-Punishment Approach: It functions on the concept that reward the performer and
punish the no-performer; this approach brings in negativity and resistance in the employees.
6. Develops Organizational Problems: Sometimes superiors become lenient and carefree about
the operations which may lead to substantial organizational problems on non-compliance of the
assigned tasks.
96
BBA-5TH SEM www.sbs.ac.in
7. Sometimes Lack Appreciation: It is said that in MBO, appreciation and appraisals are based
on individual’s performance. But in reality, in some organizations, promotions are based on
favoritism.
5. QUALITY CIRCLES:
Quality circle is a small group of employees in the same work area or doing similar type of
work who voluntarily meets regularly for about an hour every week to identify, analyse and
resolve work related problems.
It consists of 7-10 employees from a unit who meet together regularly to analyze and make
proposals about product quality.
It is a form of group problem solving and goal setting with a primary focus on maintaining and
enhancing product quality.
Quality Circles Leaders are encouraged to create a high degree of participation within the
group.
2. Voluntary Group – No coercion or pressure is brought on any member to join or not to join.
Nor can any member be barred from joining quality circles. Quality circles are voluntary
associations of persons having common cause.
3. Participative Program – Quality circles represent collective effort. Every one working in the
organisation must get a chance to say what is in his mind. Everyone should have interest and
value for the projects chosen for quality circles.
5. To Improve the Performance – Collective and participative efforts must result in the
improvement of quality, productivity and performance. Cost and wastage must be reduced as a
97
BBA-5TH SEM www.sbs.ac.in
result of quality circles. The whole organisation must gain both quantitatively as well as
qualitatively.
2. Employee Empowerment
Training
Excellence team
Measurement and recognition
Suggestion scheme
3. Continuous Improvement
Systematic measurement
Excellence teams
98
BBA-5TH SEM www.sbs.ac.in
4. Customer Focus
5. Process Oriented
Integrated, strategic and systematic approach to ensure the entire organisation is aligned
Communication must be open and at all levels of the organisation.
TRAINING EXPERIENCE
1. SENSITIVITY TRAINING
The purpose of sensitivity training sessions or T-groups (T for training) is to change the
behaviour of people through unstructured group interaction. Members (ten to fifteen
individuals) are brought together in a free and open environment, away from work places, in
which participants discuss themselves freely, aided by a facilitator. No formal agenda is
provided.
The objectives of the T-groups are
To provide the participants with increased awareness of their own behavior.
How others perceive the, greater sensitivity to the behaviour of others
Increased understanding of group processes.
99
BBA-5TH SEM www.sbs.ac.in
Sensitivity training helps employees to be more sensitive and accepting of the existing diversity
in the workplace. It enhances understanding between members of the organization and enables
building good interpersonal relationships with other team members.
Sensitivity training educates members about constructive behavior which will benefit everybody
working in the organization through developing acceptable and correct behavioral and emotional
actions.
(ii) It develops insights into how the participants react to others and how others react to them.
(iv) It helps to assess one’s values and goals as a result of analysis of direct experiences.
100
BBA-5TH SEM www.sbs.ac.in
In several cases, an individual joins a sensitivity training group following some negative
experience in his life. This method helps to overcome the negative impacts and once again
walk towards a positive and happy environment
David is in the habit of cracking jokes at everyone’s expense. He fails to realize that sometimes
he is crossing the line and hurting others, although unintentionally.
One day he did so with his superior who instead of reprimanding him for it asked him to attend
the sensitivity training meeting on a compulsory basis for at least three months.
As it was a direct order, David had to attend those meetings on a regular basis and maintain a
diary to evaluate them. After three months, he was surprised to see a positive change in himself
and had to accept that the sensitivity training meetings had been a good influence on him.
101
BBA-5TH SEM www.sbs.ac.in
2. BEHAVIOURAL MODELING
MEANING:
Behavior Modeling, a component of Social Learning Theory, is the act of guiding the
employees how to do something by showing them the standard modeled behavior. This process
is of the premise that people tend to inevitably learn things they see in a hands-on way.
Behavior modeling training is one of the most widely used, well researched and highly regarded
psychological based training interventions
Financial Institutions often use behavior modeling to find out the percentage or the number of
users who are likely to avail their services.
For example, a credit card company may examine the type of places where a credit card is
normally used at and the amount of purchases to find out future behavior. Behavior modeling can
also be used by retailers to estimate customer purchases.
For example, a retailer may examine the types of products that a customer purchases, both in-
store and online, and the find out the likelihood that the customer will purchase a new product
based on his previous records.
Behavior modeling training is one of the most widely used, well researched and highly
regarded psychological based training interventions.
102
BBA-5TH SEM www.sbs.ac.in
1. Modeling:
First, trainees watch live or video examples that show models behaving effectively in a problem
situation. The video might show a supervisor effectively disciplining a subordinate, if teaching
how to discipline is the aim of the training program.
2. Role playing:
Next, the trainees are given roles to play in a simulated situation; here they practice and rehearse
the effective demonstrated by the models.
3. Social reinforcements:
The trainer provides reinforcement in the forms of praise and constructive feedback based on
how the trainee performs in the role playing situation
4. Transfer of training:
Finally, trainees are encouraged to apply their new skills when they are back on their jobs.
ADVANTAGES
3. Positive behavior modeling can have positive impact on the workplace and improve individual
success and reach organizational desired results.
103
BBA-5TH SEM www.sbs.ac.in
DISADVANTAGES
1. Although behavior modeling has been applied in many organizations successfully, there are
still weaknesses as it lacks adequate theory.
3. CARRER ANCHORS
The Career Anchor depicts one’s highest priority needs and the factors of work lives one may
not be willing to give up. Many people are not really clear about their need and competencies
and make an inappropriate career choice, that lead to dissatisfaction and frustration at work.
Knowing their Career Anchor properly, people develop sufficient insight to make intelligent and
appropriate career choices
IT INCLUDES:
1. Talents, skills and abilities - the things that we believe we are good at, and not so good at.
2. Motives and needs - what is important to us and take the form of goals, e.g. money, status,
challenge, autonomy.
3. Attitudes and values - the kind of organization that we feel comfortable with, one that
matches our own values and beliefs.
104
BBA-5TH SEM www.sbs.ac.in
The persons anchored in technical or functional competence are quite knowledgeable. They are
primarily motivated to produce highly effective work in some particular field of specialization.
Persons with such competencies prefer to take technically satisfying job such as engineering,
systems analysts or it could be different functional areas of management like finance, production
and marketing. Primarily, these types of people are motivated by the work content. They tend to
identify and establish themselves with their expertise very strongly. The ability to succeed and
get recognized in their own areas of specialty determines their self concept. People with this
anchor prefer to be challenged and use their skill to meet the challenges by doing the job
properly, better than the others.
The advancement up in the corporate ladder to take higher levels of responsibility is the key
motivation for people anchored in managerial competence. Unlike technical/functional people,
fundamental characteristics of these folks are, they prefer to rise to the top, want to be manager.
Managerial competence anchored people need to excel in the skills in three basic areas of
management i.e. analytical, interpersonal, and emotional.
3. Autonomy/Independence (AU):
People who are anchored by this competence have a primary and overriding need to work with
their own rules and procedure. They like to work under their own pace, follow their own
format, take their own time, and remain independent of others to the greatest extent
possible. Usually, they tend to avoid standards and are more comfortable to work alone. The
autonomy-anchored person lacks in terms of loyalty and obligation to the employer organization.
They would prefer to refuse promotion or transfer, if their independence is given up. They strive
to be free, independent, and self-reliant. For which, these type of autonomous people seek to
attain high level of education.
105
BBA-5TH SEM www.sbs.ac.in
Fixed working hours, lack of variety of work, defined work rule etc, prevent them from
becoming functionally autonomous and independent for which they leave the job t and start their
own consultancy and freelancing.
4. Security/Stability (SE):
Persons with a primary need of security and stability seek and prefer to choose secure and stable
employment over challenging and riskier employment. Greater stability and continuity is the
primary determinant factor for these types of people to lead their lives. They tend to avoid risks
and uncertainty and are generally are ‘lifers’ in their jobs. This career anchored people prefer to
work in Government and public sector undertakings.
The individual driven by entrepreneurial anchor has a strong inner urge to create a new
business of his own. He has all the motivation and courage to run the risk by overcoming all the
obstacles. He is driven by a strong desire to get personal gain and recognition for his own
accomplishment. Being anchored for creativity, such type of people prefers to take
challenging work assignments. Through innovative product and process design, they create
scope for their own identification.
Entrepreneurial need people differ from autonomy driven people. The entrepreneurship is firmly
rooted and dedicated for ownership. Creating a marketable and profitable product or service
regardless of the technology and irrespective of intellectual discipline is the objective of
entrepreneurial activity. Basically, it aims at making large amount of money. These types of
individuals seldom work for others for long periods of time. They are much eager to be fully
active to work for an enterprise of their own. They put heavy weight to ownership and for them
success is characterized by wealth.
106
BBA-5TH SEM www.sbs.ac.in
Service anchored people are principally motivated to dedicate their work and even if sometimes
lives in the service of others. They may dedicate their service by working in a position, in which
they get opportunities to serve others directly. The counselors, physicians, therapists, nurses
or other helping or supportive occupations and professions belong to this category. Service
may also include providing comfort, entertainment, athletic training, extending personal or
business support activities, personal or administrative assistant or any other such type of support
services that represents a contribution to others.
People driven by challenge often seek difficult problems as they can tackle it. Challenges matter
at the highest possible level for these type of people. They define success in terms of winning
the war or getting success over the game, bidding the contract or the sale. Overcoming
obstacles, being the best, ranking the first, beating the competition, reaching at the highest,
surpassing previous goals and such is the mantra they follow in their life.
Experiencing challenge is primary concern for these type of people than that of area of work or
specific job. Most often, they seek variety in their careers as well as in their lives. In the absence
or lack of challenge make them highly dissatisfied. They tend to change their jobs with getting
bored in the current one and add variety in their career.
8. Lifestyle (LS):
Work is not the primary vehicle of self-expression for life-style anchored people. They are
basically interested in ensuring a life balanced with various interests. They consider family,
friends, hobbies, recreational and leisure activities as well as study and learning and other
such work related subjects much significant in their career and life. They tend to develop
their self-concepts in consideration of their total life style. The way they define and perceive
their life style is the major determinant factor in choosing their careers. They prefer to take jobs,
careers, occupations and organizations, that allow them to put all the major sectors of their lives
together into an integrated whole. Usually, career decisions do not take over their lives.
107
BBA-5TH SEM www.sbs.ac.in
TEAM INTERVENTIONS
Team building is not a one-time act. It is a step by step process which aims at bringing desirable
changes in the organization. Teams are usually formed for a particular task or project and
are mostly for the short term.
108
BBA-5TH SEM www.sbs.ac.in
The manager has first to analyze the requirement of a team for completing a particular task. It
should find out the purpose of the work to be performed, required skills for the job and its
complexity before forming a team.
Next comes the chalking down of the organizational objectives and the skills needed to fulfill it.
The manager considers the various aspects, i.e. the interactions among the individuals, their roles
and responsibilities, strengths and weaknesses, composition and suitability of the possible team
members.
Now, the manager has to understand the operational framework well to ensure an effective team
building. He must himself be assured of the objectives, roles, responsibilities, duration,
availability of resources, training, the flow of information, feedback and building trust in the
team.
At this stage, the individuals are collected to form a team together. Each member is made
familiar with his roles and responsibilities within the team.
The rules regarding the reporting of team members, meeting schedules, and decision making
within the team are discussed. The individuals are encouraged to ask questions and give their
views to develop open and healthy communication in the team.
109
BBA-5TH SEM www.sbs.ac.in
Various team-building exercises are conducted to bring out the strengths of the individuals. It
also helps in familiarizing the team members with each other’s strengths and weakness.
At this point, the manager needs to get involved with the team as a member and not as a boss.
Making the individuals realize their importance in the team and treating each member equally is
necessary. The team members should see their manager as their team leader, mentor and role
model.
9. Monitor Performance
Next step is checking the productivity and performance of the team as a whole. It involves
finding out loopholes and the reasons for it. This step is necessary to improve the team’s
performance and productivity in the long run.
One of the most crucial steps is to hold purposeful meetings from time to time to discuss team
performance, task-related problems and discuss the future course of action.
Lastly, the manager needs to evaluate the results and reward the individuals on their contribution
and achievement. Finally, the team is dispersed on the fulfillment of the objective for which it
was formed.
110
BBA-5TH SEM www.sbs.ac.in
Team building has radically evolved as a technique to develop and manage effective teams in the
workplace.
The aim to achieve long-term organizational objectives developed the need for carrying out team
building activities frequently.
1. Identify Strengths and Weaknesses: Through team-building exercises, the strengths and
weaknesses of each member can be identified. In day to day routine work, such an analysis
cannot be done. These competencies can be used by the managers to form effective teams.
2. Direct Towards Vision and Mission: Team building activities define the role and importance
of the team for the organization to reach its vision. It makes the individuals understand the
organization’s goals, objectives, mission and vision very clearly and motivates them to
contribute towards it.
111
BBA-5TH SEM www.sbs.ac.in
4. Establishes Roles and Responsibilities: It defines and clarifies the role of each member of a
team. Moreover, the members are given individual responsibilities, along with the motivation of
performing as a team.
5. Initiates Creative Thinking and Problem Solving: In a team, individuals are motivated to
give their views, opinions and solution to a particular problem. It leads to brainstorming and
exploring their creative side.
6. Builds Trust and Morale: By conducting team building activities, the organization makes the
employees feel valued. It encourages them to develop their skills and build strong interpersonal
relations, ultimately boosting the morale and trust of the team members.
7. Introduces and Manages Change: The technique of team building makes it easier for the
managers to incorporate an organizational change by making the individuals familiar with the
change and its necessity. It also helps in managing such change and its impact over the working
and team’s performance.
8. Facilitates Delegation: The managers find it more suitable to delegate the work to a team
rather than an individual. Therefore, team building helps the managers to efficiently and
adequately delegate the task to the team.
9. Better Productivity: If the team is wisely formed and all the team members work
collaboratively to achieve the objectives, the productivity of all the individuals improve. Thus,
increasing the productivity of the team and the organization.
Team building is not an easy task. A high-performance team can fulfill the organizational
objectives. However, an inefficient team can lead to wastage of time and resources of the
organization.
112
BBA-5TH SEM www.sbs.ac.in
Therefore, we can say that there are multiple adverse effects of team building too, which are as
follows:
Develops Conflict: Sometimes, the team lacks coordination and understanding among its
members. This leads to conflict and clashes within the team and hence decreases the
efficiency and productivity. A lot of time is wasted in such conflict management.
Unproductive or Free ride Team Members: At times, some of the team members do not
contribute much to team performance. Such individuals are considered to be free riding
team members. They prove to be inefficient and less productive for the team.
May Lead to Non-Cooperation: Every individual is different from one another. The team
members sometimes lack cooperation and unity. This non-cooperation among the team
members leads to wastage of efforts and hinders the performance of the team as a whole.
Difficult to Evaluate Individual Performance: Whatever the result or the outcome the
organization gets by team building is the team’s achievement or failure. Usually, the
organization overlooks the contribution of each member individually while rewarding the
efforts of the whole team.
113
BBA-5TH SEM www.sbs.ac.in
Involves Cost: Team building activities require time and money. Moreover, a lot of time,
cost and resources are consumed in ensuring coordination, balance, feedback, decision
making and conflict management within the teams formed.
Accountability and Credibility Issues: In case of failure, it becomes difficult to find out
the reason. The team members sometimes do take up the accountability of their work,
holding the other members to be responsible for the unfavorable outcome.
In case of success, the team members get busy in taking up the credit themselves, ignoring
the efforts of the whole team together.
EXAMPLE
Google once conducted a study on; How to build a perfect team? To find out the
psychology behind effective team building.
On conducting various experiments, it was found that the concept of putting those people
in a team who are comfortable in working with each other does affect the performance
much. Neither creating a mix of extroverts and introverts was very helpful.
It was noticed that people with like minds give a fair chance to one another for putting
forward their views and equally listen to the ideas of one another and tend to form a high-
performance team together.
114
BBA-5TH SEM www.sbs.ac.in
INTER-GROUP INTERVENTION
MEANING:
Inter Group Intervention intends to increase communications and interactions between work
related groups to reduce the amount of dysfunctional competition designed to improve the
effectiveness of interdependent groups, i.e. those that must cooperate to produce a common
output. These focus on joint activities and the output of the groups as a single system rather than
2 subsystems
MEANING:
The term third party is used to describe a person or group of people who intervene in a conflict
situation to help those involved resolve their dispute. There are many roles that a third party
might have in a conflict situation.
115
BBA-5TH SEM www.sbs.ac.in
Third party intervention is not uncommon, when a conflict that must be resolved somehow
happens and all else fails then conflict resolution third party interventions are needed, below are
descriptions of mediation and arbitration as the two main third party intervention processes.
1. THE FACILITATOR
This role is used to help organize and arrange meetings between the disputing parties, set
agendas, guide productive discussions, and keep a record of what is being discussed.
2. THE CONSULTANT
This role is used to aid the disputing parties in analyzing and understanding the reasons for the
conflict so that they can plan a resolution strategy.
3. MEDIATION
Mediation is the use of a neutral third-party to help the disputing parties resolve the dispute on
their own. A mediator will not resolve the dispute for you, but she will help facilitate a
discussion between you and the person with whom you are having a problem, in hopes that you
and the other person can find a solution together. The mediator is the most active role that a
third party can hold. He or she can facilitate discussions in a manner that is designed to end the
dispute in a way that is pleasing to all involved parties. What makes the mediator especially
effective is his or her independent and impartial stand on the conflict. Most mediators are
brought in from outside the organization - or at least from outside of the functional area in which
the conflicting parties work
116
BBA-5TH SEM www.sbs.ac.in
4. ARBITRATION
When a mediator is unable to persuade the disputants to reach a solution on their own, arbitration
may become necessary. Arbitration is a more aggressive third-party intervention wherein
an arbitrator or panel of arbitrators listen to all sides of the issue and make a firm decision on
how to end the conflict. Typically, a transcript is kept so that the arbitrator can carefully review
all evidence and testimony of the disputants before determining who is right or wrong and how
the conflict must be settled.
The decision on how the conflict is to be resolved is binding and cannot be changed. This is
why the arbitrator is considered to be the most powerful type of third-party intermediary.
Arbitration works well for parties who do not mind relinquishing control over conflict resolution
and those who simply want to settle the dispute.
117
BBA-5TH SEM www.sbs.ac.in
The organization could be experiencing particular problems, such as poor product quality, high
rates of absenteeism, or dysfunctional conflicts among departments. Conversely, the problems
might appear more diffuse and consist simply of feelings that the organization should be “more
innovative,” “more competitive,” or “more effective.
118
BBA-5TH SEM www.sbs.ac.in
”Entering and contracting are the initial steps in the OD process. They involve defining in a
preliminary manner the organization’s problems or opportunities for development and
establishing a collaborative relationship between the OD practitioner and members of the client
system about how to work on those issues. Entering and contracting set the initial parameters for
carrying out the subsequent phases of OD: diagnosing the organization, planning and
implementing changes, and evaluating and institutionalizing them. They help to define what
issues will be addressed by those activi-ties, who will carry them out, and how they will be
accomplished.
Entering and contracting can vary in complex-ity and formality depending on the situation. In
those cases where the manager of a work group or department serves as his or her own OD
practitioner, entering and contracting typi-cally involve the manager and group members
meeting to discuss what issues to work on and how they will jointly meet the goals they set.
Here, entering and contracting are relatively simple and informal. They involve all relevant
members directly in the process—with a mini-mum of formal procedures
In situations where managers and administrators are considering the use of professional OD
practitioners, either from inside or from outside the organization, entering and contracting
tend to be more complex and formal.
2. CLIENT SYSTEM: –
The question of who the client quickly becomes an important issue in consultant-client
relationships. A viable model is one in which, in the initial contact, a single manager is a client,
but as trust and confidence develop between the key client and the consultant, both begin to view
the manager and his/her subordinate team as the client, and then the manager’s total organization
as the client.
119
BBA-5TH SEM www.sbs.ac.in
Trust Issue in Consultant Client Relationship A good deal of interaction between consultant and
client is implicitly related to developing a relationship of mutual trust Client’s Trust on the
consultant.
◦ Things will get out of hands with an outsider intervening in the system
◦ Trust and resistance problem also centers on good-guy bad- guy syndrome
4. CONSULTANTS ROLE:
Consultants are those people or group of the people who are specialized in their concerned
area (i.e., organization development, in this case). They may be internal or external to the
organization (external in most cases) offering professional services to the client system. They
are called consultants or OD practitioner because they apply their special competence within the
process, typically by engaging client-system to design and implement change program. They
establish a collaborative relationship of equality with the key client and organization members as
they together identify organizational problems and opportunities, based on which action is taken.
They play the role of facilitator and change agent.
120
BBA-5TH SEM www.sbs.ac.in
Few definitions of consultants are mentioned below, which were given by different
scholars: –
Consultants are “those who provide general management advice within strategic,
organizational, or operational context, and who are institutionally organized in firms” (Canback,
1998).
5. ORGANIZATIONAL DIAGNOSIS
Organizational diagnosis is a creative method for getting to know an organization at all levels-
from the surface levels to the deepest hidden parts that aren’t visible to the eye. Performing
organizational diagnosis is not so far off from a doctor trying to diagnose their patients. Some
doctors diagnose differently by focusing on nutrition, food, and natural remedies, whereas others
diagnose by using chemical medications, or even by trying a remedy, seeing whether it has
positive effects, and then trying something new. This is very similar to what we have learned to
do in the business sense to organizations. Different diagnostic models can be used in different
situations depending on the wants, needs, and goals of our clients (patients).
Roger Harrison suggested two criteria for determining the depth of intervention and those are: –
First, intervention should be at the level not deeper than that is required to produce a solution to
current problems.
Second, intervention should be at a level not deeper than that at which resources and energy of
the client can be committed to problem-solving or to change.
Thus, as per these criteria consultant should proceed no deeper than the legitimation provided by
the client – system culture and its resources and he/she should stay at the level of consciously felt
121
BBA-5TH SEM www.sbs.ac.in
needs so by keeping in mind the consultant capabilities, limitations, client – system’s resources,
constraints and the immediate necessity, the depth of intervention should be determined.
8. CONSULTANT MODEL:
Consultant Model Consultant acts as a role model for the client. The consultant should practice
what he/she preaches. The consultant may advocate open system but suppresses his or her own
feelings about what is happening in the client system. The consultant should give out clear
messages
9. MICROCOSM:
Microcosm group intervention derives from an inter-group theory which was developed by
Alderfer (who has applied it to communications and race-related problems).
Microcosm group consists of a small number of individuals who reflect the issues being
addressed and resolved. Microcosm group can consist consultant (or group of consultants) and
client-system.
Microcosm group work through “parallel group”, (A parallel design, also called a parallel
group study, compares two or more treatments. Participants are randomly assigned to either
group, treatments are administered, and then the results are compared). (due to which
unconscious changes takes place in individuals when two or more groups interact. This group
assisted by OD consultant can create program and process targeted at a specific issue, such as
122
BBA-5TH SEM www.sbs.ac.in
(c) Provide group training: – Once the group is formed, training is provided for the problem –
solving and decision – making. Team – building intervention may be applicable here.
(d) Address the issue: – This step involves solving the problem and implementing a solution.
Consultants may help the group diagnose, design, implement and evaluate changes. A key issue
is gaining commitment in the wider organization to implement the group’s solutions. Several
factors can facilitate such ownership, and those are: –
(e) Dissolve the group: – After successful implementation of change, microcosm group can be
disbanded. This typically involves writing a final report or holding a final meeting.
The Action Research Model (ARM) was introduced by Kurt Lewin in the late 1930’s. It is the
standard process used in organization change. Through Action Research, the OD Practitioner
begins to understand the system in which s/he is involved, and the client group begins to take
123
BBA-5TH SEM www.sbs.ac.in
responsibility for the system in which they live. The OD Professional and the client work
together to realize the goals of the change process. The ARM process encourages collaboration
and cooperation among leaders and employees to improve their relationship and communication.
According to Lewin, change is best achieved when the researcher (OD Professional) and the
client (Senior Leaders) cooperate together to identify needs and implement solutions.
12. ETHICS:
Serving the long-term well- being of our client system and stakeholders. Conducting ourselves
honestly, responsibly, and with appropriate openness. Establishing mutual agreement on a fair
contract.
124
BBA-5TH SEM www.sbs.ac.in
For Individuals – Most individuals believe in their personal growth. – Majority of the people
are desirous of making greater contributions to the organizations they are serving.
ISSUES REDRESSAL:-
(1) Consultant team must set an example of an effective unit if the team is to enhance the
credibility.
(2) Practitioners need effectiveness that comes from continuous growth and renewal
processes.
(3) The quality of the interrelationships within the consulting team carries over directly into
the quality of their interventions.
125
BBA-5TH SEM www.sbs.ac.in
DEPTH OF INTERVENTION: –
Roger Harrison suggested two criteria for determining the depth of intervention and those
are: –
First, intervention should be at the level not deeper than that is required to produce a solution to
current problems.
Second, intervention should be at a level not deeper than that at which resources and energy of
the client can be committed to problem-solving or to change.
Thus, as per these criteria consultant should proceed no deeper than the legitimating provided by
the client – system culture and its resources and he/she should stay at the level of consciously felt
needs so by keeping in mind the consultant capabilities, limitations, client – system’s resources,
constraints and the immediate necessity, the depth of intervention should be determined.
126
BBA-5TH SEM www.sbs.ac.in
IMPORTANT QUESTIONS
UNIT-I
SHORT QUESTIONS:
WRITE A SHORT NOTE ON:
1. Organizational Change
2. Organizational Development
3. Systems theory
4. Participation/ Employees Involvement
5. Teams and Teamwork
6. Inter-Disciplinary Nature of OD.
7. Planned change
8. Assumptions and beliefs in OD
9. Characteristics of OD
10. Reactive and proactive Changes
11. What is unfreezing and freezing in planned change?
12. Empowerment
13. LINK FOR CASE STUDY:
https://www2.slideshare.net/nbalneg/general-motors-organizational-change-case-
study?qid=a671f1d4-c199-48dd-a6e9-d9df40f412ef&v=&b=&from_search=1
LONG QUESTIONS:
Q1. “Change is highly important to the success of an organization but many people have the
tendency overtly or covertly to resist it” Explain this statement.
Q4. Define Organizational change and development. Explain the inter-disciplinary nature of OD.
127
BBA-5TH SEM www.sbs.ac.in
Q6. What are the various forces responsible for change in an organization?
Q7. Why is participation considered such an effective technique for lessening resistance to
change?
UNIT-II
SHORT QUESTIONS:
WRITE A SHORT NOTE ON:
128
BBA-5TH SEM www.sbs.ac.in
1. Action Research
2. OD intervention
3. Parallel Learning Structures
4. Consolidating Change
5. Ethics in OD
6. Power, Politics in OD
7. Types of resistance to change
8. Collaborative management
9. Succession planning
10. Coercive power
LONG QUESTIONS:
Q6. Explain the interrelationship between action research and organization development.
UNIT-III
SHORT QUESTIONS:
WRITE A SHORT NOTE ON:
1. OD intervention
2. Sensitivity training
3. MBO
4. Career anchors
5. Behavior Modeling
6. Third party peacemaking intervention
129
BBA-5TH SEM www.sbs.ac.in
7. Team intervention
8. Intergroup intervention
9. Quality Circles
10. Total Quality Management (TQM)
11. Advantages of team building
12. Arbitration
13. Mediation
14. Facilitator
15. Consultant
LONG QUESTIONS:
Q2. What do you understand by team Interventions with example? Explain the various steps
involved in Team Interventions.
Q3. Briefly mention the objectives of OD. Describe how and when TGroup method can be used
as an OD Intervention, citing an example.
i) Process Consultation
Q7. What is Sensitivity Training? State various advantages of Sensitivity training and also
mention its limitations.
Q8. Define Behavior Modeling. Explain the steps involved in it, in detail.
130
BBA-5TH SEM www.sbs.ac.in
Q9. Define career anchors. Discuss the role of eight career anchors in OD.
UNIT-IV
SHORT QUESTIONS:
WRITE A SHORT NOTE ON:
1. Entry and contacting
2. Client system
3. Contemporary Issues in OD (Any two)
4. The consultant as a model
5. OD- Now and Beyond.
6. Interventions
7. Consultant team as a microcosm
LONG QUESTIONS:
Q2. Define consultant-Client Relationship. Discuss in detail the recommendations for better
consultant-client relationship
Q3. Explain the process of using a microcosm group to address organization-wide issues.
131
BBA-5TH SEM www.sbs.ac.in
REFERENCES:
https://slideplayer.com/slide/5216170/
http://www.zainbooks.com/books/management/organization-development_12_od-
practitioner-skills-and-activities.html
https://www.managementkits.com/blog/2019/12/3/the-future-of-organization-development
https://www.trainingcoursematerial.com/free-training-articles/conflict-resolution-
influencing-negotiation-skills/third-party-interventions-mediation-and-arbitration
http://egyankosh.ac.in/bitstream/123456789/21396/1/Unit-2.pdf
https://accountlearning.com/individual-organizational-factors-responsible-for-resistance-
to-change/
https://en.wikipedia.org/wiki/Organization_development
https://www.linkedin.com/pulse/organizational-development-od-interventions-satyendra-
seth/
https://www.slideshare.net/bhumikagarg3/structural-intervention-75065728
https://www.businessmanagementideas.com/management/quality-circles/quality-circles-q-
c-meaning-objectives-and-
benefits/6302#:~:text=Thus%20we%20can%20say%20that,reach%20solutions%20and%2
0implement%20them.
https://www.marketing91.com/sensitivity-training/
https://rapidbi.com/careeranchors/
https://www.studocu.com/en-us/document/university-of-oregon/organizational-development-and-
change-management/lecture-notes/chapter-04-entering-and-
132
BBA-5TH SEM www.sbs.ac.in
contracting/4298643/view#:~:text=Entering%20and%20contracting%20are%20the,opportunities%20for
%20development%20and%20estab%2D
133