Organizational Behavior

Organizational Behavior

. . . a field of study that investigates how individuals, groups and structure affect and are affected by behavior within organizations, for the purpose of applying such knowledge toward improving an organization’s effectiveness.

Why Do We Study OB?

To learn about yourself and others To understand how the many organizations

you encounter work. To become familiar with team work To help you think about the people issues

faced by managers and entrepreneurs

What is an Organization?

A consciously coordinated social unit, composed of two or more people, that functions on a relatively continuous basis to achieve a common goal or set of goals.

.

How Companies are Changing

“Cool” Companies Believe casual days are

progressive Believe titles are obsolete Don't impose on employees'

personal time Allow staff to come and go as

they please   Offer all employees stock

options Let employees make decisions

that affect their work Offer assistance with childcare Have minimal bureaucracy

(red tape)

“Old” Companies Think casual Fridays are pitiful Charge employees for perks

and incentives Hold events on employee time Have flex time: but only

between 7:30 a.m. and 6:30 p.m.

Hide financial results from their employees

Encourage employee input but rarely act on it

Employ rigid hierarchies (chain of command)

Stop at “open door” policies

The Layers of OB

The Organization

NegotiationConflictCommunicationGroups and teams

Power and politics

The Group

EmotionsValues and attitudesPerceptionPersonality

Motivating self and others

The Individual

ChangeOrganizational cultureDecision makingLeadership

Groups and teams

Types of Organizational Behavior in the Workplace

Understanding the way that people and groups interact in the workplace is important in being able to create positive organizational change.

►Managerial Control

►Ethics (Etiquettes)

►Accountability

►Harassment

Summary and Implications

OB is a field of study that investigates the impact that individuals, groups, and structure have on behavior within an organization.

OB focuses on improving productivity, reducing absenteeism and turnover, and increasing employee job satisfaction and organizational commitment.

OB uses systematic study to improve predictions of behavior.

What is Etiquette?

Etiquette is a code of behavior that delineates expectations for social behavior according to contemporary conventional norms within a society, social class, or group.

Why Business Etiquette ?

To Exhibit Professionalism and develop a polished image and instill a perception of trustworthiness , we need business etiquette. It seems that today the rule is to break all the rules! Unfortunately, when it comes to how we treat one another, some people don't even know the rules. This can lead to challenges, upsets, miscommunication and lack of fluidity in interpersonal communications.

Certain important business Etiquettes are :

Email etiquette Dining etiquette Telephone etiquette Office etiquette Meeting etiquette Business card etiquette

Email etiquette Email etiquette is so new, The rules are evolving

because of our increased use of email, as well as the advent of new technology. However, since this correspondence is owned by the business, some general rules of etiquette should be observed.

Need of Email Etiquette

Professionalism Efficiency Protection from liability

Email etiquette rules Be concise and to the point Use proper spelling, grammar & punctuation Make it personal. Avoid using Bcc and CC unnecessarily Use templates for frequently used responses Answer swiftly Use a meaningful subject Read the email before you send it Keep attachments to a Minimum and mention your attachment

in the content Take care with abbreviations and emotions Take care with rich text and HTML messages Use active voice instead of passive voice

Dining Etiquette Be on time Stand on the right side of your chair and

enter from your left Put your napkin in your lap Decide on your menu selections quickly Never order the most expensive item Wait for all people to be served before

beginning Know which silverware to use with

which food

Manners in dinning etiquette Don’t eat with your mouth full Keep one hand in your lap unless you are eating

European style Remove anything from your mouth with the same

implement that it went in with (except bones) Eat at a moderate speed Try to maintain some polite dinner conversation Never medicate yourself at the table If you must leave the table, place your napkin in your

chair

Telephone Etiquette

Identify yourself when making a call

Address the caller by his name in a courteous manner

Keep conversation brief

Never be impatient

Listen carefully

Do not interrupt

Do not eat or chew something while speaking on phone

If you wish to put the caller on hold, request his permission to do so

Close your conversation with an appropriate salutation

Let the caller hang up first

In case of missed calls, return the call within a reasonable period of time

If some one calls you by mistake, inform the caller politely that he reached a wrong number

Managing Angry Callers Listen his problem or complaint carefully Do not interrupt him, let him finish the whole

thing first Do not say, "you are wrong" Empathize with him You should be good in your area of work and

investigate about his complaint or problem and solve it

tell him the process of solving the problem Do not mislead Call him back when you have the solution, this

feedback is important

Office Etiquette Those who follow good office etiquette are

promoted and given choice assignments. Those who are seen as crass are passed over

or have their employment terminated. Be self aware ; use common sense Mind your own business Never go over your supervisor’s head Obey your company’s business dress code Treat every employee with the same respect Do not post things of an offensive nature

Reasons for firing employees Bad language.

Excessive workplace gossip.

Drinking on the job.

Leaving without telling anyone.

Too many personal calls

Breaches of office etiquette Bad hygiene.

Bad habits.

Wastefulness with paper.

Office Romance

Dating a supervisor or subordinate is not be entertained

Any behavior of a sexual nature on company property gives the company grounds for legal action

Meeting Etiquette Avoid swear words and vulgar references, Poor communicating skill is not

professional, Avoid personal questions during first

meeting. Whoever gets to the door first should open

it and hold for others who are following Turn off your cell phone ringer ,accept

voicemail and text messaging only

Business card etiquette

►Always have a business card

►Have it in a good shape and updated

►Have it readily available

►Be selective about distributing

►Present it in a appropriate time and

manner

Business Etiquette Postures

Hand shaking positions

Casual Judging Arguing

Seating Positions

Dress Code

Informal

Formal

Etiquette and Rules of Behavior

QUIZ, Question 1

Your boss, Ms Alpha enters the room when you are meeting with an important client, Mr Beta. You get up and say “Ms Alpha, I’d like you to meet Mr Beta, our client from Cape Town.”

Is this introduction correct?

QUIZ, Question 1

No.

The client is always the more important person. You should address you client and say “Mr Beta, I’d like you to meet our Director of development, Ms. Alpha.”

QUIZ, Question 2

You have forgotten about an important meeting with a business associate. You feel terrible and know that he is furious.

You should:a)Write and apologiseb)Send flowersc)Keep quiet and hope it blows overd)Call, apologise and set up another appointment

QUIZ, Question 2

d) Call, apologise and set up another appointment

QUIZ, Question 3

Clothing is never neutral.  It either adds or detracts from a professional image. 

True or false?

QUIZ, Question 3

True.

Clothing is never neutral. People judge you by how you look and form an impression of you. Always make sure you are suitably dressed for the occasion.

QUIZ, Question 4

At a social function you meet the CEO of a big organisation. After a brief chat you give him your business card.

Is this correct?

QUIZ, Question 4

QUIZ, Question 4

No.

Protocol requires that you wait until he asks for your business card or gives you his. You may then give him your business card.

QUIZ, Question 5

A business meal is a time to relax and “let loose.” 

True or false?

QUIZ, Question 5False. A business meal is not a time to relax and “let loose”.  It is a test of your social skills and your level of sophistication.  Your interpersonal skills, including your treatment of the wait staff, are on display. 

One of the biggest blunders at the business meal is alcohol abuse.  You can undo months and years of good impressions by excessive drinking.  The key point to remember is that “business” should always be the number one item on the menu.

QUIZ, Question 6

You are invited to a formal dinner function.

What do you do with your serviette?a)Open it immediately

b)Wait for the host to take his / her serviette before taking yours

c)Wait for the waitron to open your serviette and place it on your lap

QUIZ, Question 6

b) Or c)

You wait for the host to take his or her serviette before taking yours, or, depending on the restaurant for the waitron to place it on your lap.

QUIZ, Question 7

A man should wait for a woman in business to extend her hand for a handshake. 

True or false?

QUIZ, Question 7False. 

A man does not have to wait for a woman in business to extend her hand for a handshake. Business should be gender neutral.

Many men were taught to wait for a woman to extend her hand in social settings.  Note that the etiquette for handshakes varies around the world.  So, if you are travelling to other countries or are meeting international clients, check the protocol for handshaking.

QUIZ, Question 8

When a visitor enters your office you should:

a)Invite them to sit down indicating a suitable seat

b)Say: “Just sit anywhere”

c)Carry on working while the guest stands and waits for you

QUIZ, Question 8a)

Invite them to sit down, indicating a suitable seat, put down what you are doing and give them your undivided attention.

QUIZ, Question 9

You are talking to a group of four people.

How would you make eye contact?

a)Just the person you are speaking to

b)By moving your eye contact from person to person

c)Stare at a point in the distance

QUIZ, Question 9b)

By moving your eye contact from person to personand including the whole group in the conversation.

QUIZ, Question 10

A drink should be held in the right hand at a cocktail party.

True or false?

QUIZ, Question 10False. 

Your drink should be held in your left hand so your right hand is free for handshaking. 

This also prevents your right hand from being cold and damp.

QUIZ, Question 11

Where would you find your salad plate? 

To the right of the entrée plate or to the left of the entrée plate?

QUIZ, Question 11Your salad plate is to the left of the entrée plate. 

An easy way to remember this is to think of the BMW car.  From left to right, think Bread, Meal, Water. 

Bread and all food to the left of the plate are yours.  Water and all drinks to the right of the plate are yours. Knowing this will help you avoid taking the wrong bread, eating the wrong salad, and drinking from the wrong water glass.

QUIZ, Question 12

You are greeting or saying goodbye to someone.

When is the proper time to shake hands?

QUIZ, Question 12

It is appropriate to shake hand both during greeting and saying goodbye, provided it is appropriate to the other person culture.

Remember to provide a firm handshake without hurting the other person.

QUIZ, Question 13

You are invited to a reception and the invitation states “7:00 to 9:00 pm”

You should:

a)Arrive at 7:00 pm

b)Arrive at any time between 7:00 pm and 9:00 pm

c)Arrive between 7:00 pm and 7:30 pm

d)Arrive early and leave early

QUIZ, Question 13

c)

Arrive any time between 7:00 pm and 7:30 pm.

It is impolite to arrive too early and it is equally impolite to arrive minutes before the allotted time is up.

QUIZ, Question 14

A colleague’s phone rings and you answer it.

What is the most appropriate answer?

a)Sorry she is not here, please call her later.

b)Susan is not at her desk, may I please take a message and ask

her to call you back?

QUIZ, Question 14

b)

Susan is not at her desk, may I please take a message and ask her to call you back?

Thank you