Download - Stress management and change management
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o r g a n i z a t i o n a l b e h a v i o r
Dr Khyati Boriya
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18–2
After studying this chapter,you should be able to:
1. Describe forces that act as stimulants to change.
2. Summarize the sources of individual and organizational resistance to change.
3. Summarize Lewin’s three-step change model.
4. Explain the values underlying most OD efforts.
5. Contrast process reengineering and continuous improvement processes
6. Identify properties of innovative organizations.
L E
A R
N I
N G
O B
J E
C T
I V
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18–3
After studying this chapter,you should be able to:
7. List characteristics of a learning organization.
8. Describe potential sources of stress.
9. Explain individual difference variables that moderate the stress–outcome relationship.
L E
A R
N I
N G
O B
J E
C T
I V
E S
(co
nt’d
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18–4
Forces for ChangeForces for Change
Force Examples
Nature of the workforce More cultural diversityAging populationMany new entrants with inadequate skills
Technology Faster, cheaper, and more mobile computersOn-line music sharingDeciphering of the human genetic code
Economic shocks Rise and fall of dot-com stocks 2000–02 stock market collapseRecord low interest rates
Competition Global competitors
Mergers and consolidationsGrowth of e-commerce
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18–5
Forces for ChangeForces for Change
Force Examples
Social trends Internet chat rooms Retirement of Baby BoomersRise in discount and “big box” retailers
World politics Iraq–U.S. war
Opening of markets in China War on terrorism following 9/11/01
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18–6
Managing Planned ChangeManaging Planned Change
Goals of Planned Change:
Improving the ability of the organization to adapt to changes in its environment.
Changing the behavior of individuals and groups in the organization.
Goals of Planned Change:
Improving the ability of the organization to adapt to changes in its environment.
Changing the behavior of individuals and groups in the organization.
ChangeMaking things different.
Planned ChangeActivities that are intentional and goal oriented.
Change AgentsPersons who act as catalysts and assume the responsibility for managing change activities.
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18–7
Resistance to ChangeResistance to Change
Forms of Resistance to Change
– Overt and immediate• Voicing complaints, engaging in job actions
– Implicit and deferred• Loss of employee loyalty and motivation, increased
errors or mistakes, increased absenteeism
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18–8
Sources of Individual Resistance to ChangeSources of Individual Resistance to Change
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18–9
Sources of Organizational Resistance to Change
Sources of Organizational Resistance to Change
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18–10
Overcoming Resistance to ChangeOvercoming Resistance to Change
Tactics for dealing with resistance to change:
• Education and communication
• Participation
• Facilitation and support
• Negotiation
• Manipulation and cooptation
• Coercion
Tactics for dealing with resistance to change:
• Education and communication
• Participation
• Facilitation and support
• Negotiation
• Manipulation and cooptation
• Coercion
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18–11
The Politics of ChangeThe Politics of Change
Impetus for change is likely to come from outside change agents.
Internal change agents are most threatened by their loss of status in the organization.
Long-time power holders tend to implement only incremental change.
The outcomes of power struggles in the organization will determine the speed and quality of change.
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18–12
Lewin’s Three-Step Change ModelLewin’s Three-Step Change Model
UnfreezingChange efforts to overcome the pressures of both individual resistance and group conformity.
RefreezingStabilizing a change intervention by balancing driving and restraining forces.
Driving ForcesForces that direct behavior away from the status quo.
Restraining ForcesForces that hinder movement from the existing equilibrium.
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18–13
Lewin’s Three-Step Change ModelLewin’s Three-Step Change Model
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18–14
Unfreezing the Status QuoUnfreezing the Status Quo
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18–15
Kotter’s Eight-Step Plan for Implementing ChangeKotter’s Eight-Step Plan for Implementing Change
1. Establish a sense of urgency by creating a compelling reason for why change is needed.
2. Form a coalition with enough power to lead the change.
3. Create a new vision to direct the change and strategies for achieving the vision.
4. Communicate the vision throughout the organization.
5. Empower others to act on the vision by removing barriers to change and encouraging risk taking and creative problem solving.
6. Plan for, create, and reward short-term “wins” that move the organization toward the new vision.
7. Consolidate improvements, reassess changes, and make necessary adjustments in the new programs.
8. Reinforce the changes by demonstrating the relationship between new behaviors and organizational success.
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18–16
Action ResearchAction Research
Process Steps:
1. Diagnosis
2. Analysis
3. Feedback
4. Action
5. Evaluation
Process Steps:
1. Diagnosis
2. Analysis
3. Feedback
4. Action
5. Evaluation
Action research benefits:
Problem-focused rather than solution-centered.
Heavy employee involvement reduces resistance to change.
Action research benefits:
Problem-focused rather than solution-centered.
Heavy employee involvement reduces resistance to change.
Action Research
A change process based on systematic collection of data and then selection of a change action based on what the analyzed data indicate.
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18–17
Organizational DevelopmentOrganizational Development
OD Values:1. Respect for people
2. Trust and support
3. Power equalization
4. Confrontation
5. Participation
OD Values:1. Respect for people
2. Trust and support
3. Power equalization
4. Confrontation
5. Participation
Organizational Development (OD)
A collection of planned interventions, built on humanistic-democratic values, that seeks to improve organizational effectiveness and employee well-being.
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18–18
Organizational Development TechniquesOrganizational Development Techniques
Sensitivity Training
Training groups (T-groups) that seek to change behavior through unstructured group interaction.
Provides increased awareness of others and self.
Increases empathy with others, improves listening skills, greater openess, and increased tolerance for others.
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18–19
Organizational Development Techniques (cont’d)
Organizational Development Techniques (cont’d)
Survey Feedback Approach
The use of questionnaires to identify discrepancies among member perceptions; discussion follows and remedies are suggested.
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18–20
Organizational Development Techniques (cont’d)
Organizational Development Techniques (cont’d)
Process Consultation (PC)
A consultant gives a client insights into what is going on around the client, within the client, and between the client and other people; identifies processes that need improvement.
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18–21
Organizational Development Techniques (cont’d)
Organizational Development Techniques (cont’d)
Team Building Activities:
• Goal and priority setting.
• Developing interpersonal relations.
• Role analysis to each member’s role and responsibilities.
• Team process analysis.
Team Building Activities:
• Goal and priority setting.
• Developing interpersonal relations.
• Role analysis to each member’s role and responsibilities.
• Team process analysis.
Team Building
High interaction among team members to increase trust and openness.
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18–22
Organizational Development Techniques (cont’d)
Organizational Development Techniques (cont’d)
Intergroup Problem Solving:Intergroup Problem Solving:
• Groups independently develop lists of perceptions.Groups independently develop lists of perceptions.
• Share and discuss lists.Share and discuss lists.
• Look for causes of misperceptions.Look for causes of misperceptions.
• Work to develop integrative solutions.Work to develop integrative solutions.
Intergroup Problem Solving:Intergroup Problem Solving:
• Groups independently develop lists of perceptions.Groups independently develop lists of perceptions.
• Share and discuss lists.Share and discuss lists.
• Look for causes of misperceptions.Look for causes of misperceptions.
• Work to develop integrative solutions.Work to develop integrative solutions.
Intergroup Development
OD efforts to change the attitudes, stereotypes, and perceptions that groups have of each other.
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18–23
Organizational Development Techniques (cont’d)
Organizational Development Techniques (cont’d)
Appreciative Inquiry (AI):
• Discovery: recalling the strengths of the organization.
• Dreaming: speculation on the future of the organization.
• Design: finding a common vision.
• Destiny: deciding how to fulfill the dream.
Appreciative Inquiry (AI):
• Discovery: recalling the strengths of the organization.
• Dreaming: speculation on the future of the organization.
• Design: finding a common vision.
• Destiny: deciding how to fulfill the dream.
Appreciative Inquiry
Seeks to identify the unique qualities and special strengths of an organization, which can then be built on to improve performance.
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18–24
Contemporary Change Issues For Today’s Managers
Contemporary Change Issues For Today’s Managers
How are changes in technology affecting the work lives of employees?
What can managers do to help their organizations become more innovative?
How do managers create organizations that continually learn and adapt?
Is managing change culture-bound?
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18–25
Technology in the WorkplaceTechnology in the Workplace
Continuous Improvement Processes
– Good isn’t good enough.
– Focus is on constantly reducing the variability in the organizational processes to produce more uniform products and services.
• Lowers costs and raises quality.
• Increases customer satisfaction.
– Organizational impact• Additional stress on employees to constantly excel.
• Requires constant change in organization.
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18–26
Technology in the WorkplaceTechnology in the Workplace
Process Reengineering
– “Starting all over”
– Rethinking and redesigning organizational processes to produce more uniform products and services.
• Identifying the organization’s distinctive competencies—what it does best.
• Assessing core processes that add value to the organization’s distinctive competencies.
• Reorganizing horizontally by process using cross-functional and self-managed teams.
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18–27
Contemporary Change Issues for Today’s Managers: Stimulating Innovation
Contemporary Change Issues for Today’s Managers: Stimulating Innovation
Sources of Innovation:Sources of Innovation:
• Structural variablesStructural variables
• Organic structuresOrganic structures
• Long-tenured managementLong-tenured management
• Slack resourcesSlack resources
• Interunit communicationInterunit communication
• Organization’s cultureOrganization’s culture
• Human resourcesHuman resources
Sources of Innovation:Sources of Innovation:
• Structural variablesStructural variables
• Organic structuresOrganic structures
• Long-tenured managementLong-tenured management
• Slack resourcesSlack resources
• Interunit communicationInterunit communication
• Organization’s cultureOrganization’s culture
• Human resourcesHuman resources
Innovation
A new idea applied to initiating or improving a product, process, or service.
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18–28
Contemporary Change Issues for Today’s Managers: Stimulating Innovation (cont’d)
Contemporary Change Issues for Today’s Managers: Stimulating Innovation (cont’d)
Idea Champions
Individuals who take an innovation and actively and enthusiastically promote the idea, build support, overcome resistance, and ensure that the idea is implemented.
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18–29
Creating a Learning OrganizationCreating a Learning Organization
Characteristics:Characteristics:
1.1. Holds a shared visionHolds a shared vision
2.2. Discards old ways of Discards old ways of thinking.thinking.
3.3. Views organization as Views organization as system of relationships.system of relationships.
4.4. Communicates openly.Communicates openly.
5.5. Works together to Works together to achieve shared vision.achieve shared vision.
Characteristics:Characteristics:
1.1. Holds a shared visionHolds a shared vision
2.2. Discards old ways of Discards old ways of thinking.thinking.
3.3. Views organization as Views organization as system of relationships.system of relationships.
4.4. Communicates openly.Communicates openly.
5.5. Works together to Works together to achieve shared vision.achieve shared vision.
Learning Organization
An organization that has developed the continuous capacity to adapt and change.
E X H I B I T 18–6E X H I B I T 18–6
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18–30
Creating a Learning OrganizationCreating a Learning Organization
Single-Loop Learning
Errors are corrected using past routines and present policies.
Double-Loop Learning
Errors are corrected by modifying the organization’s objectives, policies, and standard routines.
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18–31
Creating a Learning OrganizationCreating a Learning Organization
Fundamental Problems in Traditional Fundamental Problems in Traditional Organizations:Organizations:
• Fragmentation based on specialization.Fragmentation based on specialization.
• Overemphasis on competition.Overemphasis on competition.
• Reactiveness that misdirects attention to Reactiveness that misdirects attention to problem-solving rather than creation.problem-solving rather than creation.
Fundamental Problems in Traditional Fundamental Problems in Traditional Organizations:Organizations:
• Fragmentation based on specialization.Fragmentation based on specialization.
• Overemphasis on competition.Overemphasis on competition.
• Reactiveness that misdirects attention to Reactiveness that misdirects attention to problem-solving rather than creation.problem-solving rather than creation.
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18–32
Managing a Learning OrganizationManaging a Learning Organization
EstablishEstablisha strategya strategy
EstablishEstablisha strategya strategy
Redesign the Redesign the organization’sorganization’s
structurestructure
Redesign the Redesign the organization’sorganization’s
structurestructure
Reshape the Reshape the organization’s cultureorganization’s culture
Reshape the Reshape the organization’s cultureorganization’s culture
Managing Managing LearningLearning
Managing Managing LearningLearning
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18–33
Mastering Change: It’s Culture-BoundMastering Change: It’s Culture-Bound
Questions for culture-bound organizations:
1. Do people believe change is even possible?
2. How long will it take to bring about change in the organization?
3. Is resistance to change greater in this organization due to the culture of the society in which it operates?
4. How will the societal culture affect efforts to implement change?
5. How will idea champions in this organization go about gathering support for innovation efforts?
Questions for culture-bound organizations:
1. Do people believe change is even possible?
2. How long will it take to bring about change in the organization?
3. Is resistance to change greater in this organization due to the culture of the society in which it operates?
4. How will the societal culture affect efforts to implement change?
5. How will idea champions in this organization go about gathering support for innovation efforts?
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18–34
Too Much Work, Too Little TimeToo Much Work, Too Little Time
E X H I B I T 18–7E X H I B I T 18–7
With companies downsizing workers, those who remain find their jobs are demanding increasing amounts of time and energy. A national sample of U.S. employees finds that they:
Feel overworked 54%
Are overwhelmed by workload 55%
Lack time for reflection 59%
Don’t have time to complete tasks 56%
Must multi-task too much 45%
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18–35
Work Stress and Its ManagementWork Stress and Its Management
Stress
A dynamic condition in which an individual is confronted with an opportunity, constraint, or demand related to what he or she desires and for which the outcome is perceived to be both uncertain and important.
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18–36
Work Stress and Its ManagementWork Stress and Its Management
Constraints
Forces that prevent individuals from doing what they desire.
Demands
The loss of something desired.
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18–37
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18–38
Potential Sources of Stress Potential Sources of Stress
Environmental Factors
– Economic uncertainties of the business cycle
– Political uncertainties of political systems
– Technological uncertainties of technical innovations
– Terrorism in threats to physical safety and security
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18–39
Potential Sources of Stress Potential Sources of Stress
Organizational Factors
– Task demands related to the job
– Role demands of functioning in an organization
– Interpersonal demands created by other employees
– Organizational structure (rules and regulations)
– Organizational leadership (managerial style)
– Organization’s life stage (growth, stability, or decline)
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18–40
Potential Sources of Stress (cont’d) Potential Sources of Stress (cont’d)
Individual Factors
– Family and personal relationships– Economic problems from exceeding earning capacity– Personality problems arising for basic disposition
Individual Differences
– Perceptual variations of how reality will affect the individual’s future.
– Greater job experience moderates stress effects.– Social support buffers job stress.– Internal locus of control lowers perceived job stress.– Strong feelings of self-efficacy reduce reactions to job
stress.
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18–41
Consequences of StressConsequences of Stress
High LevelsHigh Levelsof Stressof Stress
High LevelsHigh Levelsof Stressof Stress
PhysiologicalPhysiologicalSymptomsSymptoms
PhysiologicalPhysiologicalSymptomsSymptoms
BehavioralBehavioralSymptomsSymptoms
BehavioralBehavioralSymptomsSymptoms
PsychologicalPsychologicalSymptomsSymptoms
PsychologicalPsychologicalSymptomsSymptoms
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18–42
A Model of StressA Model of Stress
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18–43
Inverted-U Relationship between Stress and Job Performance
Inverted-U Relationship between Stress and Job Performance
E X H I B I T 18–10E X H I B I T 18–10
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18–44
Managing StressManaging Stress
Individual Approaches– Implementing time management– Increasing physical exercise– Relaxation training– Expanding social support network
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18–45
Managing StressManaging Stress
Organizational Approaches– Improved personnel selection and job placement– Training– Use of realistic goal setting– Redesigning of jobs– Increased employee involvement– Improved organizational communication– Offering employee sabbaticals– Establishment of corporate wellness programs