Professional Documents
Culture Documents
ORGANISATIONAL
BEHAVIOUR
Dr Faizuniah Pangil
Dr Fais Ahmad
Dr Ooi Yeng Keat
Hanissah A Razak
Naslina Zakaria
Zulkufli Aziz
Ruhana Busu
Assoc Prof Dr Husna Johari
Ruhana Busu
Universiti Putra Malaysia
INTRODUCTION
BBGO4103 Organisation Behaviour is one of the courses offered by the Faculty of
Business Management at Open University Malaysia (OUM). This course is worth
3 credit hours and should be covered over 8 to 15 weeks.
COURSE AUDIENCE
This course is offered to students undertaking the Bachelor of Management,
Bachelor of Human Resource Management and Bachelor of Business
Administration. This course begins with an explanation on the meaning of
organisational behaviour, the disciplines that contribute to the study of
organisational behaviour and the challenges faced by managers in managing an
organisation. Students should understand the importance of this subject since
organisational behaviour influences the achievements of organisational objectives
more efficiently.
STUDY SCHEDULE
It is standard OUM practice that learners accumulate 40 study hours for every
credit. As such, for a three-credit hour course, you are expected to spend 120
study hours. Table 1 gives an estimation of how the 120 study hours could be
accumulated.
Study
Study Activities
Hours
Briefly go through the course content and participate in initial discussion 3
Study the module 60
Attend three to five tutorial sessions 10
Online participation 12
Revision 15
Assignment(s), Test(s) and Examination(s) 20
TOTAL STUDY HOURS 120
COURSE OUTCOMES
By the end of this course, you should be able to:
1. Explain the terminology associated with organisational behaviour;
2. Explain how values, emotions, attitudes affect organisational behaviour;
3. Explain the theories and concepts of motivation, leadership and
communication;
4. Analyse the impact of politics, power, conflicts and change to organisational
behaviour; and
5. Discuss the theories related to current issues and future trends in
organisational behaviour.
COURSE SYNOPSIS
This course is divided into 11 topics. The synopsis for each topic can be listed as
follows:
Topic 2 focuses on the individual element in greater depth. We will discuss the
differences between individuals, and how their biographical traits are linked to
work attendance, job satisfaction, commitment to the job and productivity.
Topic 3 explains the important aspects of the individual, such as values, emotions
and attitude. This topic aims to clarify how individual values, emotions and
attitude influence employees' actions and behaviour at the work place in order to
achieve job satisfaction. Managers and would-be managers should be aware of
this to effectively manage an organisation.
Topic 5 explains stress in the workplace. It also covers the causes and the effects
of stress to the employees, and in turn, to the organisation as well.
Topic 6 discuss group and team behaviours. It also explains the differences
between groups and teams and identification of the types of teams and ways of
forming effective teams.
Topic 7 explains the need for the kind of leadership that can positively influence
the performance of an organisation. This topic emphasises on the power of
leaders, the differences between leaders and managers, traits, behaviours,
contingencies and neo-charismatic theories.
Topic 9 discusses organisational structure. Among the things that we will discuss
are elements that shape the structure of an organisation, forms of structure and
factors that influence the organisational structure. This topic looks into
organisational culture and details the role of culture in achieving the goals of an
organisation.
Topic 10 covers in more detail the subject of power, which encompasses the
definition of power, dependence and tactics of power. This topic also includes
discussions on the meaning of political behaviour and how it exists in an
organisation.
Learning Outcomes: This section refers to what you should achieve after you
have completely covered a topic. As you go through each topic, you should
frequently refer to these learning outcomes. By doing this, you can continuously
gauge your understanding of the topic.
Activity: Like Self-Check, the Activity component is also placed at various locations
or junctures throughout the module. This component may require you to solve
questions, explore short case studies, or conduct an observation or research. It may
even require you to evaluate a given scenario. When you come across an Activity,
you should try to reflect on what you have gathered from the module and apply it
to real situations. You should, at the same time, engage yourself in higher order
thinking where you might be required to analyse, synthesise and evaluate instead
of only having to recall and define.
Summary: You will find this component at the end of each topic. This component
helps you to recap the whole topic. By going through the summary, you should
be able to gauge your knowledge retention level. Should you find points in the
summary that you do not fully understand, it would be a good idea for you to
revisit the details in the module.
Key Terms: This component can be found at the end of each topic. You should go
through this component to remind yourself of important terms or jargon used
throughout the module. Should you find terms here that you are not able to
explain, you should look for the terms in the module.
PRIOR KNOWLEDGE
There is no prerequisite requirement for learners prior taking this subject.
ASSESSMENT METHOD
Please refer to myVLE.
REFERENCES
Collela, A., Hitt, M., & Miller, C. (2006). Organisational behaviour: A strategic
approach. USA: John Wiley & Sons, Inc.
Daft, R. L. (2008). The leadership experience (4th ed.). USA: South- Western.
Kohlberg, L. (1976). Moral stages and moralization: The cognitive
developmental approach. In Graham, J. Leadership, moral development and
citizenship behaviour. Business Ethics Quarterly, 5 (1), pp 43-54.
Luisser, R. N. (2010). Human relations in organization: Applications and skills
building (8th ed). Boston: McGraw Hill - International.
Palmer, I., Dunford, R., & Akin, G. (2008). Managing organisational change (2nd
ed.). New York: McGraw-Hill International.
Robbins, S. P., & Judge, T. A. (2008). Organisational behavior. Prentice Hall.
Schermerhorn, J. R., Hunt, J. G., & Osborn, R. N. (2008). Organisational behaviour
(10th ed.). USA: Wiley, John & Sons, Incorporated.
Zauderer, D. (1992). Integrity: An essential executive quality. Business forum
(Fall), pp.12-16.
INTRODUCTION
What is organisational behaviour? Organisational behaviour is the behaviour of
individuals and groups in an organisation. Studies in organisational behaviour
have so far emphasised the interpersonal psychosocial relationship and dynamic
behaviour in an organisation. To be an effective manager, it is essential for an
individual to have an understanding of organisational behaviour.
In addition, you would have to observe the changes in the work environment as
these factors pose challenges to the development of an organisation. In this topic
we will discuss the fundamentals of organisational behaviour; its definition, as
well as the disciplines, challenges and opportunities involved in it.
ACTIVITY 1.1
Based on Figure 1.1, have you performed any of the functions listed? If
yes, how did you do it? Discuss during your tutorial.
SELF-CHECK 1.1
People Skills It refers to a managers ability to work with other people whilst
understanding and motivating them. There are many people
who lack the ability to relate and interact with other people
despite having sound technical knowledge. People skills are an
important tool for a manager who needs the assistance of
another individual and/or a group of individuals in carrying out
his/her work.
ACTIVITY 1.2
All the three mentioned skills are essential for a manager. Do you think
they are equally important to different managers at various levels of
management? Discuss.
Disciplines Explanation
ACTIVITY 1.3
The diagram below depicts the various disciplines that contribute to the
study of organisational behaviour. Match the topics on the right to their
respective disciplines on the left.
Discipline Topic
We will now have a detailed look at these five challenges and opportunities in
the global arena.
Currently, there are many women holding high-ranking positions in the work
place (refer to Figure 1.4 as an example). In addition, the physically challenged
are also given equal employment opportunities, while cultural differences are the
norm in all organisations. These differences serve to enhance creativity and
innovation in an organisation while a diverse workforce is an asset if their
differences are rightly acknowledged and people are given equal treatment.
Figure 1.4: Tan Sri Dato' Sri Dr. Zeti Akhtar Aziz, Governor, Bank Negara Malaysia
Source: Bank Negara Malaysia
A manager can no longer afford to assume that his/her staff are similar or
homogeous, but instead needs to appreciate the differences in each individual as
a potential asset to the organisation.
In view of the fact that technology is experiencing rapid changes, a manager has
to identify the right person for a particular task and choose the most appropriate
technology for his/her organisation. Failure to identify and adapt to the latest
and most appropriate technology may result in the organisation losing out to its
competitor/s.
Palmer (2009) said downsizing could also create a survivor syndrome. In this
context, the employees that remain with the organisation following a downsizing
exercise, may suffer from this syndrome where they question why the change
occurred, feel guilty that they remained in the organisation while some of their
valued work colleagues are unemployed, and may have low morale from
wondering whether they are likely to lose their jobs in future downsizings. They
feel disassociated from the organisation particularly when they are not involved
in the planning and goal setting for any subsequent organisational restructuring
programme.
ACTIVITY 1.4
The next subtopic will explain the two types of variables involved: dependent
and independent, in order to understand the relationship between components
in the organisational behaviour model. Let us read on.
Dependent
Explanation
Variables
Job Satisfaction Are you happy with your present job? Your response to this question
reflects your level of job satisfaction because job satisfaction refers to an
employees general feeling towards his/her career.
Organisational The behaviour that is not considered a formal requirement but is essential
Citizenship towards the effectiveness of an organisation is known as organisational
citizenship. Employees with good organisational citizenship are those who
are prepared to work well while contributing more than the required time
and energy on their work.
ACTIVITY 1.5
1. How often were you absent from work this year? What were your
reasons for not going to work? What were the effects of your
absenteeism to your organisation?
With reference to Figure 1.8, try to understand the components involved in the
study of organisational behaviour. These components will be discussed in detail
in the subsequent topic.
SELF-CHECK 1.2
ACTIVITY 1.6
This topic discussed the roles of the manager, as well as the numerous
aspects related to organisational behaviour, including the disciplines that
contribute to its study, the challenges involved, and the two variables that
effect organisational behaviour.
INTRODUCTION
This topic focuses on individual differences. The individual is the main
component in the study of organisational behaviour. While we often say that
each person is born the same, the fact remains that everyone is different.
Features such as age, gender and marital status are several of many factors that
differentiate you from your superior, colleagues and family members. Similarly,
the posts offered to us and the duties and responsibilities entrusted to us are also
different. As an example, not everyone can become doctors or engineers. We all
have different personalities with some of us being reserved while others are
outgoing. Our upbringing and educational background also contribute to our
differences.
(a) Age
There are few pre-conceptions on the correlation between age and
performance. It is commonly believed that work performance declines with
an increase in age. While the truth of this matter is insignificant, the fact
remains that many people believe that an individuals performance at the
work place decreases as the individual grows older.
In addition, various studies have also indicated that the older a person is
the less likely to leave the job. This does not come as a surprise since an
increase in age reduces an individuals chances of being employed by most
organisations, which prefer to recruit younger individuals who are believed
to be more creative and more motivated.
A higher drawn salary and fringe benefits that include bigger pensions are
also reasons that deter senior staff members from making a career switch.
ACTIVITY 2.1
1. Are you able to identify the differences between a middle aged and
a young employee at your workplace? Could you detect any
correlation between their ages and performances?
(b) Gender
Many have questioned whether female employees contribute equally to an
organisation as their male counterparts. Many studies have shown that
women are more willing to receive instructions while men are perceived as
aggressive and success driven.
Currently, there are plenty of opportunities for women who either want to
work at home or in an organisation. Women have the choice whether to
telecommute or to have flexible working hours. A caring employer must
understand the magnitude of roles played by their female employees.
SELF-CHECK 2.1
Explainthefourbasicdifferencesbetweenindividuals.
2.2 CAPABILITIES
From Topic 1, you should be familiar with workforce diversity. Individual
differences can also be observed in their respective capabilities. Differences in
capabilities is yet another feature of this diversity.
Why cant everyone become a doctor or an engineer? The answer is because our
abilities or capabilities are not the same. A persons capabilities can be seen in
terms of two aspects, which are intellectual and physical, as shown in Table 2.1.
ACTIVITY 2.2
How can we match a persons capabilities with the job that he does?
Discuss.
2.3 LEARNING
Let us now look at the meaning of learning. Is it possible for a person to pass an
exam with flying colours yet has failed to learn anything? Do you believe that
learning is a continuous process and does not end after we leave school?
Learning, in fact, involves change. The kind of change meant here is a change in
behaviour prompted by an individuals experiences. Learning begins with a
cognitive activity about certain knowledge that subsequently leads to a change in
behaviour. For example, if there is no change in your behaviour at the end of this
course, you have failed to learn.
Whilst the learning process is non-tangible, its effects can be proven. For
instance, someone who has just taken up a post in an organisation may initially
be incompetent or make numerous mistakes. However, with time and proper
guidance, he/she may end up mastering his task/s well.
ACTIVITY 2.3
Now, let us look at the explanations and examples of the three basic learning
theories (refer to Table 2.2).
In addition, the experiences of others can also act as reminders to most, if not all,
of us. For instance, when you see a friend who succeeds in his/her business
through hard work and dedication accompanied by a never say die attitude,
you too would be inspired to follow in his/her footsteps. On the contrary, when
we look at drug addicts and the mess they are in, we automatically feel turned
off and try to avoid drugs.
ACTIVITY 2.4
2.4 PERSONALITY
While we often use the word personality, does it mean the same as the concept
we will discuss next? According to psychologists, personality is:
The way an individual interacts with and responds to his or her environment.
(Robbins, 2008)
For example, a reserved person often keeps to himself and prefers to be left alone
and will most probably dislike socialising, or working as a marketing manager.
While shyness might be his dominant characteristic, it is by no means the only
characteristic that the person has. He may possess other characteristics like being
a loving person, or having a sense of responsibility, or is creative and ambitious.
All these characteristics make up this persons personality.
SELF-CHECK 2.2
How about your personality? Can you list the features of your
personality?
The explanations of these two factors that influence personality are as follows:
(a) Heredity
We often hear the expression like father like son. There is some truth in
this statement. Research has shown that a persons personality is shaped by
heredity factors. A study of 100 pairs of identical twins showed that despite
being separated since they were young, these twins displayed many
similarities in their personalities.
(b) Environment
The environment refers to our culture, upbringing, family norms, friends,
social groups and past experiences. The environment plays a significant
role in shaping ones personality.
One of the most popular models for describing personality is The Big Five Model
which uses five main dimensions to describe personality, as shown in Table 2.3.
Dimension Description
Emotional Stability This refers to a persons ability to cope with stress and to adapt to
his/her environment. Individuals with positive emotional
stability are more calm, confident and secure while those who
lack the mentioned stability, worry unnecessarily, are nervous
and lack confidence.
SELF-CHECK 2.3
We will now look at the explanations for each of these personality traits.
ACTIVITY 2.5
What do you attribute your success to? Do you think your success is a
result of hard work or luck? Which locus of control supports you?
Discuss during tutorial.
(b) Machiavellianism
This is a trait that is possessed by individuals who are opportunistic and
manipulative. These people may also be unethical while believing in the
concept of the ends justify the means. For them, winning is everything
and people are there to be manipulated.
(c) Self-esteem
This is a product of continuous evaluation of oneself. An individual will
assess and form an opinion of his capabilities, the behaviour he displays
and the way he carries himself.
(ii) Those with low self-esteem will have lower targets and are generally
lacking in confidence. They are easily influenced by others and are
susceptible to stress and conflict when they face uncertainties and
unpleasant situations, or poor supervision in their workplace.
(d) Self-monitoring
An individuals ability to observe the environment and to react
appropriately reflects his level of self-monitoring.
ACTIVITY 2.6
2.5 PERCEPTION
Next, we will look into perception. What is the significance of perception in
organisational behaviour? Perception is important because as humans, our
reaction is based on our interpretation of a particular event. Sometimes we fail to
react because we have the wrong perception. Our perception of an event varies
depending on our background, position or perspective.
For example, while watching a football match between our favourite team and
another team, we usually have different perceptions from a friend who is also
watching the same game. If we happen to support a political party, then our
perspective would be biased towards the party of our choice. Two different
people will have differing interpretations of an event (refer to Figure 2.4).
We play a variety of roles in life: as a human, friend, manager, father and so on.
Our perceptions will influence our behaviour towards others. Sometimes, our
reaction is based on our interpretation of an event.
2.6.1 Perceiver
When an individual spots a target and attempts to interpret what he sees, his
interpretation will be strongly influenced by his/her personal attributes. For
instance, on a bus, if you spot someone wearing the same outfit as you, you
will be more conscious of the persons presence than anyone else on the bus.
Personal attributes that influence perception are attitude, motive, interest,
past experience and expectations.
If you are highly participative in class and like to ask questions, you are bound to
prefer small classes. Conversely, a friend of yours who is shy and withdrawn
would prefer a bigger class. On the first day of class you discover that there are
500 students in that class. Due to the differing perceptions between you and your
friend, you are going to be unhappy with the class whilst your friend would be
pleased. At least your friend need not worry about having to participate in class.
You and your friend are viewing the same situation with different interpretations.
A plastic surgeon is able to detect what is not right with someones nose; a
carpenter would not. A civil engineer can detect structural faults in a building; a
teacher would not. Similarly if one of your employees is constantly late, you
would be more aware of his pattern compared to the occasional lateness of other
staff.
Past experiences too have an effect on your perception. Objects or events you
have not experienced or gone through will be felt more deeply compared with
those you have experienced in the past. If a fair skinned European woman
arrives at your village, her presence there would be more pronounced than that
of other women in the village. The same goes with expectations. Expectations can
affect your perception. One would expect a policeman to be firm and powerful or
an overseas graduate to be able to communicate well in English. Realities
however, may not meet your expectations, at all times.
2.6.2 Target
Characteristics of the target in question may influence our perception. A talkative
person stands out in a crowd compared to a quiet one. Movement, sound, size
and other characteristics influence our perception. An overweight person or a
midget is more easily noticed compared to a normal sized individual.
Most of the time, we are not able to distinguish our targets from their
surroundings. The surroundings affect our perception of the target. Objects that
are close to each other are perceived as similar compared to objects that are on
their own. For example, if five people from the marketing department of your
organisation resigned at the same time, other staff members are likely to think
that they left because they have a problem with the head of the marketing
department who is known to be a firm, meticulous and disciplined person.
The reality could be that only one of the five who resigned has a problem with
the head of the marketing department whilst the remaining four left due to other
reasons, i.e. better offer elsewhere, furthering their studies, a new workplace
closer to home or wanting to be a full time home-maker. However, since all five
are considered and generally viewed as a team, people perceive that they have a
similar reason for resigning. This example clearly shows how far off our
perception could be from reality.
2.6.3 Situation
Elements in the environment may influence our perception too. During class, you
may notice a particular classmate. However, at a party you may not easily
recognise the same classmate due to the dim lighting, a different outfit and her
different character.
In this case, the perceiver and target is the same person but the situation and
environment are different. Features of the situation such as location, lighting and
heat, influence your attention.
ACTIVITY 2.7
(a) Distinctiveness
This refers to the extent an individual displays the same behaviour or a
variety of behaviours in different situations. You are said to have high
distinctiveness if your behaviour varies in different situations. If you are
always late not only for your Organisational Behaviour class but for other
classes, appointments and meetings as well, you are said to possess low
distinctiveness. This reflects the internal factors governing your behaviour.
(b) Consensus
Consensus refers to whether everyone who faces a particular situation will
react in the same way. For example, thirty of your staff are late for work
today and since this is considered a high consensus, you attribute the
lateness to external factors. However, if only one was late, you would
attribute his/her lateness to factors internal to him/her since the consensus
is low.
(c) Consistency
This refers to the frequency of the occurrence of a particular behaviour,
whether regular or ad-hoc. If you are often late for lectures, your lecturer is
more likely to attribute it to factors internal to you. On the other hand, if
you have never been late, except for certain days, your lecturer will
attribute it to external factors. Figure 2.6 shows the determiners of
attribution.
It is common for individuals to attribute their success to their hard work and
having made the right decisions. However, when the company fails, the very
same person will blame external factors. According to McShane, S. L. and Von
Glinow (2003), 90% of workers who receive low appraisals will choose to blame
their supervisors, the organisation, the appraisal system and other external
factors. Very few individuals will attribute their failure to obtain good or
satisfactory appraisal to their lack of work competencies.
Further examples include the annual report of companies. We will often find a
self-serving bias in the said reports. When a company makes a sound profit, the
management will attribute it to their responsiveness and their abilities to conduct
the business. On the contrary, when the company suffers a loss, external factors
will be blamed. Nevertheless, the concept of self-serving bias differs between
cultures. In Korea, employees accept full responsibility for the failure of their
company by laying the blame on themselves and their respective team/s.
During a presentation, the first group to present will be compared with the
second and consecutive ones. If the first group is indeed the best, they will set a
standard against which the other groups will be compared.
2.8.4 Projection
In projection, you will compare your characteristics with those of others. You
may be an honest person. You therefore expect your room-mate to be like you.
However, this might not be the case. For example, you would not think twice to
place your wallet in the room when you pay a visit to the restroom since you
believe your roommate would not pilfer your wallet or its contents. You think
along this line since you are an honest person who will not steal or pilfer items
belonging to someone else. Sometimes, however, you might be wrong.
As a future manager, you must face the fact that different employees have
different characteristics, behaviours, personalities and values.
2.8.5 Stereotyping
In stereotyping, you assess someone by the group that he/she belongs to. Such
judgment is sometimes not accurate. Whilst driving, have you ever been stuck
behind a car that is going very slowly? As you overtake the car and discover that
the driver is a lady, how often have you remarked, No wonder, its a lady!?
You are perpetuating the generalisation that all ladies are slow drivers. In reality,
there are ladies who love to speed!
Other common stereotypes are, mature employees not being interested to learn
anything new; men disliking taking care of children and inability of a physically
challenged person to perform task well.
ACTIVITY 2.8
1. Have you ever judged someone on the basis of the group he/she
belongs to? For example, if your friend were from a particular state
in Malaysia, would you justify this by referring him/her to the
state she belongs.
ACTIVITY 2.9
There are three factors which influence perception perceiver, target and
situation.
Distinctiveness, consensus and consistency are three factors which can assist
in differentiating between internal and external attributes.
INTRODUCTION
Each individual is different in many ways. While this topic continues to discuss
individual differences, it now emphasises on values and attitudes.
3.1 VALUES
First of all, let us begin with the definition of values. Each person has different
values that they subscribe to. Values are beliefs of what is bad or good and what
should be defended. According to Nahavandi and Malekzadeh (1999):
Just like personality, values are formed at a young age. The values instilled in an
individual are influenced by family background, culture and education level.
SELF-CHECK 3.1
Values form the basic difference between individuals. You use values
to explain your behaviour as well as that of others.
How do you feel about a worker who is lazy but is given a promotion?
Discuss.
Terminal values refer to the final aim or end-states that an individual wishes
to achieve while instrumental values refer to the means utilised to achieve
one's terminal values.
Terminal values or end values are beliefs about the kind of goals or outcomes
that are worth pursuing. For example, some people value security, a comfortable
life and good health above everything else as the important goals to strive for in
life. Others may place greater value on social recognition, pleasure and an
exciting life. Instrumental values are beliefs about the types of behaviour that are
appropriate for achieving goals. According to Daft (2008), instrumental values
include such things as being helpful to others, being honest or exhibiting
courage. Figure 3.1 explains further about the types and examples of values.
ACTIVITY 3.1
2. List three items that make up your terminal values and state the
instrumental values that can be utilised to achieve them.
According to Shermohorn, Hunt and Osborne (2008), values are relatively stable
and can affect work attitudes, emotions and moods. For instance, if a person
values a job challenge, he or she would probably tend to have a negative attitude
towards an assembly line job. Also, attitudes can influence emotions and moods
in much the same way. For example, if a person really likes his or her job, they
are more likely to have positive emotions and moods about it than if they do not.
3.2 EMOTIONS
Next, we will focus on emotions. According to Shermerhorn et al. (2008):
Emotions have been described as being useful in a persons survival process. For
instance, the emotion of excitement encourages a person to deal with situations
that require high levels of energy, such as those he or she encounters during
school like doing assignments. At the same time, exertion of too much energy can
tire the person out.
While the categories are distinct from each other, the subcategories within each
are fairly similar. For example, anger may contain disgust and envy, fear may
contain alarm and anxiety; joy may contain cheerfulness and contentment; love
may contain affection, longing and lust.
ACTIVITY 3.2
According to Shermoehorn et al. (2008) the impact of emotions on the job has
been well researched. Studies suggest that negative feelings have adverse effects
on job performance. Anger often leads to aggression towards colleagues while
sadness leads to dissatisfaction with the job. Envy or conflict with peers also
leads to frequent fights, which in turn, result in absenteeism. It is not always that
only bad emotions lead to bad results. An office romance, despite connoting
positive feelings, can have a negative effect on others.
However, emotions can have positive effects as well. Positive emotions increase
creativity, encourage helping behaviour and cooperation, and reduce aggression
both against the organisation and against people. Research suggests that positive
people have better cognitive abilities and tend to do better in the workplace.
In surface acting, employees are expected to show emotions that they actually
might not feel. For example, an employee may fake a smile for his client even if
he is unhappy because of some personal reason. This method of managing
emotions may lead to a discrepancy between what the employee expresses and
what he actually feels, and result in job dissatisfaction. According to
Shermerhorn et al. (2008), this leads to emotional dissonance, which refers to a
state of disagreement between internal expression of emotions and publicly
displayed emotions. Emotional dissonance is often accompanied by low
organisational commitment and low job satisfaction.
SELF-CHECK 3.2
2. What are the two types of emotions? How does it affect the
organisation?
3.3 ATTITUDE
Now we will look at the meaning of attitude. Attitude can be described as a
persons assessment on other people, a particular object and current
environment. Briefly, attitude can be viewed as a persons feelings towards
something i.e. whether favourable or not. Values and attitudes are related
although they are two separate concepts. This can be explained from the three
components of attitude: cognitive, affective and behavioural.
SELF-CHECK 3.3
Often, when we talk about staff attitude, we are actually referring to the staffs
level of job satisfaction. Workers with a high level of job satisfaction will have a
positive attitude towards their job. On the other hand, a dissatisfied worker will
project a negative attitude. We will discuss job satisfaction in further detail later
on.
ACTIVITY 3.3
Identify how values and attitudes are conditioned among the biker fans.
How did the workers commitment here begin?
The term job satisfaction is used to describe how contented a staff member is
or how happy he/she is with his/her career. It actually refers to a collection of
specific attitudes towards work, which is directly related to an aspect of the
job itself.
(Hellriegal and Slocum, 2008)
Determinants Impact
The Work Whether a person enjoys performing the work itself has a major effect on
Itself ones overall job satisfaction. In this context, people who view their jobs as
boring, dull, or unchallenging tend to have low levels of job satisfaction.
Many people want to perform work which they believe is important.
Pay A persons satisfaction with the pay received affects the overall job
satisfaction. Employees who are not satisfied with their pay may not
perform to their full potential. Some employees who are dissatisfied with
their pay may steal organisational resources.
Growth and Whether a person is satisfied with their personal or company growth and
Upward whether the potential for upward mobility exists may affect job
Mobility satisfaction. Many, but not all, people want to be challenged and to learn
new things. Some people want to be promoted to higher level jobs,
whether in technical or managerial fields.
Supervision Whether a person is satisfied with the supervision received affects overall
job satisfaction. Employees who feel their boss does not provide
appropriate direction may become frustrated and dissatisfied with work.
Employees who feel their boss exerts too much control over their jobs also
may feel dissatisfied. The personal relationship between the boss and the
employee also affects job satisfaction.
Coworkers Whether a person has positive human relations with his or her coworkers
affects job satisfaction. People who like their coworkers often have higher
levels of job satisfaction than employees who dislike their coworkers.
Attitude Some people view work (attitude) as fun and interesting, while others do
towards work not. Some people have been satisfied with many different jobs, while
others have remained dissatisfied in numerous work situations. People
with a positive attitude toward work tend to have higher levels of job
satisfaction. Personality is associated with work attitude and behaviour.
People differ in the ways they prioritise the above determinants of job
satisfaction. A person can be highly satisfied in some areas and dissatisfied in
others yet have overall job satisfaction.
We will observe how job satisfaction is measured. The five elements used to
measure a persons satisfaction at work are as shown in Figure 3.6:
The Job Descriptive Index (or JDI) measures job satisfaction by utilising the
above five elements.
ACTIVITY 3.4
In reality, there is not much evidence that explains the relationship between
work satisfaction and productivity. This is because the measurement done
did not take into account the aspects of interactions and the complexity of
the working processes. Thus, it is because of this that we cannot assume
that an employee who is satisfied with his work is a productive one.
seems. There are other factors that influence an employee to attend work.
The organisations policies, for example, may influence an employees work
attendance.
In relation to employees who do not have high job satisfaction, what are their
actions? Employees can voice their dissatisfaction in four ways as explained in
Table 3.4.
Ways Explanation
Leave Employees not satisfied can choose to leave an organisation by
resigning.
Voice-out Employees not satisfied with certain aspects of their work can help
improve the situation by expressing those dissatisfactions. They can do
so by giving suggestions or discussing it with the management.
Loyalty For certain employees, they will keep silent and hope that the situation
improves. In addition, they will defend the organisation from any
external criticisms.
Ignore There are employees who do not even try to take any action
whatsoever to improve the working condition that causes their
dissatisfaction. In fact, they allow the situation to deteriorate by
coming late to work, playing truant and working in a couldnt care
less attitude.
SELF-CHECK 3.4
ACTIVITY 3.5
Values are beliefs of what is good or bad and what should be defended.
You will gather from the discussions in this topic, that we cannot make
general assumptions on satisfaction with productivity, and turnover with
absenteeism.
Absenteeism Individualism
Affective Instrumental values
Attitude Job satisfaction
Cognitive Terminal values
Emotions Turnover
INTRODUCTION
The term motivation comes from the Latin word movere, which means to
move. In todays context, motivation is something that drives an individual or a
group to do something or to achieve certain goals.
Figure 4.2 shows the early theories of motivation, which we will discuss.
Higher order needs are met internally whereas lower order needs are met
by factors externally to the individual, such as wages, rapport with
colleagues and union and sufficient food, as shown in Figure 4.4.
Figure 4.4: Higher order needs and lower order needs in Maslows hierarchy of needs
Source: Adapted from Schermerhorn, Hunt & Osborn (2007).
Organisational behaviour. New York: John Wiley
According to Maslow, when one level of need has been met, an individual
will start to desire for the next level of needs. This goes on until he/she
reaches the highest need, which is self-actualisation. In order to motivate
someone, we need to know which hierarchy of needs he/she is currently at
and to focus on the level higher than the current level. This is due to the fact
that once a need is met, it loses its potential as a source of motivation.
Theory X Theory Y
People who dislike work and will try People view work as something
their level best to avoid doing it. natural, like rest and play.
Because they do not like their jobs, they People will direct themselves if they
should be constantly controlled, are committed to the organisational
reprimanded and coerced in order to objectives.
achieve the organisations objective.
Workers will be more committed to
Workers will avoid responsibilities and the organisational objectives when
will always wait for formal instructions they are rewarded. An average
to work. worker will learn to accept and seek
responsibility.
Most workers desire security. It is
utmost on their priority list compared to Normal human beings with
other work related factors. They are also imagination and ingenuity are
unambitious. innovative and creative.
In his hypothesis, motivator factors were the cause for someone to shift
from dissatisfaction to satisfaction. Therefore, according to this theory, a
manager could quite easily motivate his staff by introducing motivator
factors in their duties.
Copyright Open University Malaysia (OUM)
66 TOPIC 4 MOTIVATION AND JOB DESIGN
Herzberg also found out that dissatisfaction was related to work context
factors or the environment. Company policy, wages and interpersonal
relationship with supervisors and workplace environment were among the
factors responsible for dissatisfaction. Herzberg referred to these as the
Hygiene Factors. According to him, they did not stimulate the individual
but instead reduced his/her job satisfaction. In order to increase
motivation, motivator factors have to be emphasised.
Figure 4.5 shows the differences between motivator and hygiene factors.
ACTIVITY 4.1
(i) Existence
He combined Maslows physiological needs and the need for security
like need for food, protection and a safe work environment. He called
it existence needs.
(ii) Relatedness
Relatedness needs refer to an individuals need for interaction with
others, acknowledgement from society and feeling safe in public.
(iii) Growth
Growth needs consist of an individuals self esteem, which is attained
through personal achievement and self-actualisation as described in
Maslows model.
ACTIVITY 4.2
The response he got was interesting. The first executive guessed that the
man in the picture was an engineer who was thinking about his family
picnic the next day. The second executive guessed that the man was a
designer who had just got an inspiration for a new design from his family,
and the last executive guessed the man was an engineer who was trying to
solve a work related problem. From his expression, according to the third
executive, the man in the picture appeared to be finding a solution to his
problem.
McClelland has maintained that these needs are learned or acquired and
are not instinctive. People need to be trained in order to fulfil those needs.
A training on the need for achievement that was conducted in India
showed good results. Many of the participants have started businesses or
expanded their business as compared to those who did not attend the
training.
Goals are objectives that we wish to achieve, e.g. cost reduction, a reduction
in absenteeism and an increase in job satisfaction or performance. For
example, a goal of achieving a sales target of ten units of cars per month for
each salesman, cutting product defect by 5% in comparison to the figures of
the previous month, or aiming for zero accidents at work.
Characteristics Explanation
Goal Specificity This refers to the extent the achievement of a goal can be
monitored and measured. For example, goals such as
increasing sales by 50% or reducing absenteeism by 20% by 15
June are more accurate and specific than a general statement
like increasing sales or reducing absenteeism. A specific
goal is able to encourage workers since these measurable goals
enable workers to clearly visualise what is expected from
them.
Goal Acceptance Goal acceptance is readiness in accepting the set goals. Goals
set by higher-ranking staff with power or authority is easier to
be accepted and followed. This affects employee motivation.
However, there are times when colleagues can influence
staffs acceptance of the set goals.
Relevant Goals Goals must be relevant to the task or within the control of an
individual. For example, the goal of reducing waste will be of
little value if a particular employee has got nothing to do or
has no control of the production process.
The objective of the MBO must be a clear statement of the intended goals, This
statement must be clear and specific. For example, to increase the sales by seven
percent. This objective is created together between a manager and his/her
subordinates. It is not a goal determined by the management through a top down
or bottom up approach. Instead, it is made by two parties and they must agree
on the mission that they want to accomplish.
Every objective has a timeline to be met, such as a month, six months or a year.
Both parties would work towards achieving that objective in the given timeline.
The final characteristic is that an MBO programme must receive continuous
feedback on its performance. This feedback enables the initiation of strategy and
taking corrective measures if the progress has strayed from its intended
objective.
SELF-CHECK 4.1
Types Explanation
Types Explanation
Ways How
Changing Input Employees who feel that they are below equity will lower their
efforts and performances and just act so that it does not affect their
income. Employees who are overpaid, on the other hand, will
increase their input (very rare) by working harder.
Changing Employees who feel that they are below equity will start asking for
Results an increment in their salaries to match their colleagues. If this
strategy does not work, employees would take follow up actions
such as reporting the matter to their union so that the union would
fight for them.
Changing You will change your perception by saying that the work done by
Perceptions others is not interesting and very boring.
Leaving Work There are employees who try reducing inequity by staying away
from the situation, asking for a transfer, playing truant, going on a
holiday or resigning.
Taking Action by You will compare yourself with others and come to a conclusion
Comparing with that others possess more experience or work harder or have better
Others positions. You will feel that they deserve more than you because
their work is more complicated or tougher, or they must be more
precise in handling their tasks.
Changing You realise that your co-workers are getting a higher pay package.
Comparisons However, to be comparable, you change your reference by
comparing with others who are earning the same or lower than
you. You might say, at least I am getting higher than what my
father did.
ACTIVITY 4.3
2. This theory explains how human beings try to obtain justice and
equality by comparing themselves with others. Imagine that you
are an executive accountant and have been working for two years,
and you found out that your coursemate when you were in the
university was offered a job in your company with a salary
package far higher than you for the same position.
How would you feel and what would your actions be?
For example, assume that you work very hard to complete a chore with the
expectation that the hard work will bring you RM10,000. You work very
hard because that RM10,000 has an appeal to you. On the other hand, you
will not have the motivation to work hard if the benefit that is given is
RM50. The appeal to the reward will determine the effort you put into the
work.
Expectancy theory helps explain why employees are not motivated when
carrying out a task and only put in minimum efforts for that task.
(i) Firstly, if I were to put my heart and soul into the work, would it be
noted in my performance evaluation?
This theory shows how necessary it is that rewards be compatible with the needs
of the individual. Unfortunately, due to the fact that managers have their own
discretion, it is difficult to individualise rewards.
SELF-CHECK 4.2
ACTIVITY 4.4
Employees who worked hard and expected rewards were only given a
salary increment, or employees that worked very hard to complete a
task with the hope of being transferred to Kuala Terengganu but instead
were transferred to Johor Bahru.
Figure 4.11: Several questions that relate to what motivates employees to perform
Job design is important since it is often related to the quality of work life. Quality
of work life is a management concept that stresses on the physical and emotional
well-being of employees. Job design can also influence performance in certain
jobs, especially those where employee motivation can make a substantial
difference. Lower costs through reduced turnover and absenteeism are also
related to good job design.
Another critical point is that job design can also affect job satisfaction. As people
are more satisfied with certain job configurations than with others, it is important
to be able to identify what makes a good job. Job design can affect both the
physical and mental health of an employee. For example, problems such as
backache or leg pain can sometimes be traced directly to job design, as can stress
which is related to high blood pressure and heart disease.
According to this model, jobs can be described by utilising five dimensions such
as skill variety, task identity, task significance, autonomy and feedback (refer to
Figure 4.12).
(d) Autonomy
Autonomy refers to the degree of freedom given to an individual in
determining his/her work schedule and the procedures in carrying out the
work. For example, a computer programmer is often given a high degree of
freedom in view of the fact that job creativity and imagination are factors
that cannot be forced onto an individual. A production operator, on the
other hand, is limited to pre-determined targets with the ultimate objective
to satisfy customer needs and demands.
(e) Feedback
Feedback refers to the degree of information an individual obtains on the
effectiveness of his/her work. For example, a production operator who is
assigned to assemble a radio and to test it to ensure good functionality of
all its components is said to have a high degree of feedback. However, the
production operator who assembles the radio is said to have a low degree
of feedback if a quality-control inspector does the testing work.
Referring to Figure 4.12, the first three dimensions, i.e. skill variety, task identity
and task significance are very important to create the feeling that the work done
is meaningful and valuable to the organisation.
In addition, also note that a job that has autonomy gives a feeling of personal
responsibility amongst employees towards results and if the job provides
feedback about work results, employees can be made aware of their level of job
performance.
Figure 4.12 also shows that these three psychological states are very important to
an organisation since they are able to increase motivation, performance quality
and job satisfaction, whilst reducing the rate of turnover and absenteeism.
ACTIVITY 4.5
Does the job of a teacher fulfil the needs of the Hackman and Oldham
Job Characteristics Model? Discuss with your classmates the job
elements of a teacher that satisfy each of those characteristics.
The above questions are amongst several matters that should be seriously
considered in determining the workplace environment. According to researchers,
a good workplace environment is important since it affects employees job
performance and satisfaction. In this section, we will discuss the physical
environment and workspace design.
Lighting Good lighting is also important, especially for jobs that are
complicated and require a high degree of precision. Whilst
improving a low degree of lighting can increase productivity, it
(productivity) is unaffected when a good degree of lighting is
made better.
Air Quality Air quality at the workplace can affect the health of employees.
Polluted air can cause various types of diseases, which in the
end will have a negative impact on employees performances.
Therefore, a good ventilation system is essential, especially in
closed buildings.
SELF-CHECK 4.3
SELF-CHECK 4.4
However, there are currently four new alternatives in scheduling working hours,
as shown in Table 4.8.
Job Sharing Job sharing allows two or more employees to share a job. For
example, if two employees share the job as a receptionist in a
private firm, one of them may work in the morning (before
lunch time), while the other will work in the afternoon.
Another form of sharing is in accordance to work days,
where Receptionist A works on Mondays and Tuesdays,
while Receptionist B works on Wednesdays and Thursdays.
SELF-CHECK 4.5
ACTIVITY 4.6
1. What are the opinions of the Malaysian society, the private sector
and the government regarding the execution of telecommuting?
2. What are the forms of preparation that has to be given to the work
force to carry out telecommuting?
ACTIVITY 4.7
A manager needs to also understand the differences between the needs and
necessities of an employee.
There are six contemporary theories of motivation ERG theory, goal setting
theory, equity theory, McClellands theory of needs, reinforcement theory
and expectancy theory.
There are five job dimensions in the job characteristic model skill variety,
task identity, task significance, autunomy and feedback.
There are four job design alternatives job rotation, job enlargement, job
enrichment and team-based designs.
5
LEARNING OUTCOMES
By the end of this topic, you should be able to:
1. Explain the meaning of stress;
2. Distinguish the six types of stress;
3. Discuss six factors that can potentially cause stress in an organisation;
3. Appraise the three effects of stress on employees and the
organisation; and
4. Evaluate two approaches that can be taken in managing stress faced
by employees.
INTRODUCTION
In most organisations today, work stress has become a widespread problem. It is
said to be one of the main causes of accidents and vandalism at the workplace
(see Figure 5.1).
In this topic, we will discuss stress at the workplace. We will also go through
explanations of the causes and the effects of stress to the employees as well as the
organisation.
ACTIVITY 5.1
http://www.bls.gov/opub/ils/pdf/opbils35.pdf
Based on the article, explain in your own words the meaning of work
stress.
Emotional stress This stress results when people consider situations difficult or
impossible to deal with. An example of emotional stress is stress
from being observed and monitored closely.
Physiological stress It is the bodys reaction to certain physical stressors. For example, a
persons body can become stressed when he or she fails to get
enough sleep.
Chronic stress This results from ongoing situations. For example, it can result
from living in fear of future layoffs or having continuous problems
with a supervisor.
SELF-CHECK 5.1
When the economy is down, employees would certainly worry about losing their
jobs or having to accept a pay cut. Political uncertainty also affects people
working in an unstable political climate such as Pakistan and Indonesia, for
instance.
Factor Explanation
Task Demands The factor that has to do with a persons job, like the design of
the individuals job, working conditions and physical layout.
ACTIVITY 5.2
In your own words, explain the six organisation factors that can
potentially cause stress. Give examples for each organisational factor
discussed.
ACTIVITY 5.3
SELF-CHECK 5.2
Symptoms Explanation
As depicted in Figure 5.4, studies have found that stress at low levels can
improve work performance. Only high levels of stress or continuous stress over a
period of time leave negative effects on an employees performance.
ACTIVITY 5.4
Based on Figure 5.4, explain the relationship between stress and work
performance. Discuss with your coursemates.
SELF-CHECK 5.3
Good time management can reduce the tension at work and physical exercises
can improve heart capacity while providing a mental diversion from work
pressures. At the same time, relaxation techniques e.g. prayer, meditation, yoga
and the like are aimed towards achieving physical and mental rest (refer to
Figure 5.5). In addition, a social support network, for example; family and
friends can lend an ear to the problems faced and give advice from a different
perspective in managing the problems.
Yoga
Figure 5.5: Physical and mental rest; prayer, meditation and yoga
Some of the actions that can be taken by the management are ensuring a proper
process of employee selection and placement, taking into consideration factors
like interest, job suitability and personality.
Figure 5.6: Google acts almost as a self-contained city, offering employees access to many
resources (a gym, for instance) without ever having to leave the workplace
Source: www.money.cnn.com
ACTIVITY 5.5
ACTIVITY 5.6
There are six factors which can potentially cause stress task demand, role
demand, interpersonal demand, organisational structure, organisational
leadership and organisational life cycle.
Despite the fact that low levels of stress can boost employees performance,
it can lead to negative consequences if left untreated over a long period of
time.
This will lead to better mental and physical health, which will benefit the
organisation as a whole.
Hostility Performance
Managing stress Sources of stress
Perception Stress
INTRODUCTION
Each individual is a member of a variety of teams or groups. We are a member of
our family and society, as well as citizens of our country. Individuals join a
particular group or team for specific reasons such as security in protecting their
rights, power and influence; socialising to achieve certain goals; and for self-
development. For example, Drug.com is an online drug information website
which invites individuals to join one or more support groups as a great way to
discover others with related medications and similar conditions. They also can
find more information and share their own experience (refer to Figure 6.1).
SELF-CHECK 6.1
Table 6.1 shows the explanations and examples of the two types of groups in an
organisation.
Informal An informal group is formed without the existence When lecturers get
groups of a formal figure of authority and with the general together to conduct
purpose of its establishment being to mutually and extra classes to assist
collectively benefit its members. Various other weak students.
reasons for the formation of informal groups
include looking after the welfare of its group
members and as an avenue to conduct discussions
on employee dissatisfaction.
Groups can be further classified by the subgroups; command and task groups are
considered as formal groups while interest and friendship groups are informal
groups. Figure 6.2 depicts the classification of groups.
Classification Characteristics
Task Group Task groups consist of all individuals, who collectively work to
complete a task. This group is not limited by the boundary of
hierarchy. On the contrary, certain situations will result in it going
beyond the hierarchical boundary.
Classification Characteristics
Interest Group A group of individuals that share a common interest, which
makes them come together to achieve specific goals. A perfect
example is the formation of a badminton club by employees of an
organisation that will enable them to pursue their interest in
badminton.
Friendship Group It is formed to enable its members to socialise and interact with
one another. This usually occurs after formal working hours or
during weekends. For example, friendship groups formed by
students who normally engage in off-campus shopping activities.
Reasons Explanation
Security By joining a group, individuals are able to reduce their feelings of
insecurity. Being in a group makes them feel safer, more confident
and less susceptible to threats.
Self-esteem Groups can provide people with feelings of self worth. Inclusion
in a certain group, for example, a member of a professional
organisation or being on the board of directors of certain
organisations, provides prestige to an individual.
Power Groups are able to exert greater power and influence during
decision making as compared to a single person.
SELF-CHECK 6.2
(a) Forming
This is an ice-breaking stage, which is also known as mutual acceptance.
During this stage, all members of a group meet for the first time.
At this point of time, members usually tend to avoid interacting with one
another and will try to act independently. They will attempt to identify
what needs to be done, what needs to be accepted and things to avoid
within the group. The existing discomfort diminishes when members get to
know each other better and accept their presence as members of a new
group.
This stage is also a stage of uncertainty (about the purpose of the group,
power relations and interpersonal relations) and emphasis is placed on
orientation and adaptation among group members.
(b) Storming
During this stage, group members begin to learn to accept each other,
conduct discussions and openly make decisions. Sooner or later, members
will gain confidence to participate in group related activities.
Conflict ends when the group structure solidifies via the consensual
appointment of a leader and with each member understanding his/her
respective role, responsibility and authority. This stage will witness
interdependence within members of the group.
(c) Norming
At the norming level, all conflicts and disagreements are resolved,
relationships develop and members of the group demonstrate cohesiveness.
There will be cooperation among members in order to get the best results.
(d) Performing
At this stage, all issues pertaining to the structure of the group are settled.
The group now functions as one unit. The group will now focus on the task
at hand. The group is now productive as each member goes about his/her
set task.
(e) Adjourning
Finally, the group gets to the adjourning stage. This is especially so for
groups established for specific purposes or with pre-determined and
limited tasks, i.e. special committees or project teams.
ACTIVITY 6.1
1. Explain the five stages that each group member will go through.
(c) A Transition Takes Place at the End of this First Phase when the Group has
used Up Half of Its Allotted Time
An interesting discovery made in these studies was that despite the fact
that several of these groups spent as little as an hour on their projects while
others took six months, each group experienced its transition at the same
point in its calendar, which is precisely half way between its first meeting
and its official deadline. This transition makes the group appear to have a
mid life crisis. This midpoint appears to work like an alarm clock,
heightening members awareness that their time is limited and that they
need to get moving.
In conclusion, this model cannot be applied to all groups. It is basically meant for
groups that are temporary or transient in nature and with limited time for the
completion of projects.
ACTIVITY 6.2
These strategies can influence the power of various work groups especially
in terms of determining the resources needed to accomplish their respective
tasks. For example, when an organisation undergoes downsizing that
results in the organisation being closed down or having a large part of its
operations being sold, anxiety and fear among members of its work groups
will occur and this can potentially lead to internal conflict within the
groups.
Copyright Open University Malaysia (OUM)
116 TOPIC 6 GROUPS AND TEAMS
(g) Culture
Every organisation has its own culture, which clearly indicates to its
employees, the standard for acceptable or non-acceptable behaviours.
Individuals will begin to understand the culture being practised within an
organisation after having worked for a few months with the organisation.
While group members might have their respective subculture, they would
also need to conform to the organisations general culture. In this instance,
subculture refers to the culture practiced solely by certain groups within an
organisation.
nature and source of any conflict faced by the group and use an
appropriate conflict resolution strategy; they need to identify the situation
that calls for collective problem solving and encourage full participation of
group members. Most importantly, all of them should be good listeners.
ACTIVITY 6.3
Explain how the two main resources available to a group can influence
the groups achievement level.
What defines group structure? Group structure includes the following elements:
(b) Roles
Each member of a work group has his/her own role to play with a set of
expected behaviour patterns accompanying his/her position and
responsibilities within the group.
Copyright Open University Malaysia (OUM)
TOPIC 6 GROUPS AND TEAMS 119
In addition, each person may have more than one role to play at any given
time within his/her different groups. A simple example is while we may be
a manager at the work place, we are also a member of a particular society
or head of a family. These various roles invariably influence our behaviour.
As a manager, we may behave in a more serious manner as compared to
when we are at our social meetings or with our family.
(c) Norms
All groups have established norms. These norms, which strongly influence
work behaviour are defined as acceptable standards of behaviour that are
shared by members of the group. Norms provide a guideline to members
on what ought and ought not to be done under certain circumstances.
Usually it has to do with a positive trait like a high degree of commitment
in the organisation, faith in senior management and a high degree of
satisfaction towards the job and organisation.
(g) Cohesiveness
Groups differ in their level of cohesiveness, which is the degree of closeness
that members feel towards each other and are motivated to stay in the
group. For instance, some work groups are cohesive because the members
have spent a great deal of time together; the groups small size facilitates
high interaction; or the group has experienced external threats, which has
resulted in its members becoming very close. Cohesiveness is important
since it has proven to be positive towards the productivity of a group.
ACTIVITY 6.4
Group processes can also produce positive results, which include higher output
as opposed to the input provided to the group. This can be seen in heterogeneous
groups where a wide range of creative alternatives can be generated.
Figure 6.8 shows how group processes affect the effectiveness of groups.
We can form a hypothesis by saying that the more complex a task, more benefits
will be obtained from the group discussion on issues pertaining to alternative
ways of performing the task. If the task is simple, group members simply need to
follow the standard procedure in performing the task without the need to discuss
the alternatives. Similarly, group members need to interact more often if the
degree of task dependency is high. Group performance is greatly improved via
effective communication and a minimum level of conflict among members.
To conclude, tasks that have a high degree of uncertainty, i.e. that are complex,
requiring a high level of interdependence between members and the need for
more information, are important for better in-group processes. However, groups
with poor communication, weak leadership and a high level of conflicts will
ultimately have poor performance irrespective of the type of tasks assigned. On
the contrary, groups with simple tasks requiring a low level of interdependence
among group members can also be effective groups.
The components in the Group Behaviour Model can lead members of a group to
develop effective groups. Effective groups can improve performance and
satisfaction of its members and ensure success of the organisation. Effective
groups are groups that have creative ideas, accomplish their tasks and can adapt
to any changes. Group members will be more involved with the group and goals
of the organisation.
Teams are useful in performing complex tasks, which are interdependent and
require diversities. For tasks requiring multiple skills, sound judgment and
experience, teams are known to be more effective than individuals. If an
organisation were to restructure its processes to be more competitive, the team
approach should be applied since talents can be fully utilised.
SELF-CHECK 6.3
We defined work groups as two or more individuals that interact and are
interdependent on one another in order to achieve an objective. Work groups are
made up of group members that interact with the aim to share information and
to make decisions, enabling each member to perform within his/her area of
responsibility.
Work groups have neither the need nor the opportunity to be involved in
collective work that requires a joint effort. Its performance is merely the
culmination of each individuals contribution.
Figure 6.9 depicts the differences between work groups and work teams. This
definition explains why many organisations today, which are seeking for a
positive synergy to increase the organisations performance are restructuring
their work processes around work teams.
ACTIVITY 6.5
Do you agree that teams and work groups are different? Why?
We will now look at the detailed explanations of these four types of teams.
Since the team members are from a variety of work areas and functions
with a wide range of experience and knowledge, this team is able to see a
problem from a variety of perspectives and is able to generate a lot of ideas
and alternative solutions. A cross-functional team can also act as a self-
managed team and coordinate all department activities within an
organisation.
Virtual teams are able to perform similar tasks as the other mentioned
teams, such as to share information, make decisions and complete tasks.
Virtual teams are more flexible and efficient because they are guided by
information and skills and not constrained by time or location factors like
the other teams. Anyone who has the information or required skills can be
a member regardless of where they are or when they work. Team members
can either be individuals of the same organisation or people from various
organisations, e.g. suppliers or business partners.
A virtual team is different from other teams due to the absence of para-
verbal and non-verbal cues, limited social context and the ability to
overcome time and space constraints.
On the contrary, virtual teams can overcome time and space problems since
its members are not required to meet face-to-face to complete their
determined task(s).
ACTIVITY 6.6
Discuss the four types of teams and highlight the differences between
them.
6.2.4 Composition
Composition refers to the variables related to the forming of effective teams. In
this section we will discuss the ability and personality of members, allocation
and diversity of roles, size of team, members flexibility and members preference
for teamwork.
(b) Personality
As we had discussed in Topic 2, personality has a substantial influence on
the behaviour of individuals. Consequently, individual behaviour can
influence the behaviour of a team. Many of the dimensions identified in the
Big Five Personality Model have proven to be relevant towards team
effectiveness. Specifically, a team that possesses higher levels of extroversion,
agreeableness, conscientiousness and sound emotional stability tend to
receive higher managerial ratings for team performance.
whereas teams having more than ten people will not be able to attend to a
task efficiently. Ideally, a manager can establish an effective team,
consisting between five to twelve persons.
ACTIVITY 6.7
6.2.5 Context
There are three contextual factors that can significantly affect the performance of
teams as shown in Table 6.5.
Contextual
Explanation
Factors
Adequate The team model discussed earlier has established that teams are part
Resources of a larger organisational system. Therefore, all work teams must be
sustained by the resources available within their respective
organisations. Limited resources will directly affect the ability of a
team to accomplish its task.
Leadership Teams also need leadership and structure for direction and focus.
and Structure Team members must agree on segregation of responsibilities, while
ensuring that all members of a team have an equal share of the
workload. In addition, teams also need to determine work
schedules, development of required skills, resolution of conflicts,
and decision making and modifications to the decisions that have
been made.
6.2.6 Process
The final category related to team effectiveness is process variables. The
following explains these process variables:
What can the management do to increase team efficacy? There are two
possible options; one of them is assisting the team to achieve small
successes and providing skill training. Small successes build team
confidence and the team will strive even harder to achieve even greater
successes in the future. In addition, managers should consider providing
training to improve the members technical and interpersonal skills. The
greater the abilities of team members, the greater the likelihood that the
team will develop confidence and capability to deliver on that confidence.
Conflicts within a team are not necessarily negative. Teams that do not face
any conflict are likely to become apathetic and stagnant. Conflict can
actually improve team effectiveness with the exception of relationship
conflicts (those based on interpersonal incompatibilities, tension, and
animosity towards others), which are almost always dysfunctional.
When members are clear on what they are responsible for individually and
jointly, they will give their full commitment to the team.
ACTIVITY 6.8
Go to http://www.fastcompany.com/online/40/one.html to obtain
more information on factors that lead to the success of a team.
Fastcompany.com interviewed 15 leaders from various industries to
learn the secrets of team efficacy. List the factors and discuss these
factors during your tutorial.
(i) Technology
It is important that teams have access to the technology they need to
do their work. This includes the technology necessary to carry out
tasks (such as tools and computer software) and also technology to
help team members coordinate their work. Having appropriate
technology is also essential for the success of virtual teams. In any
case, team members should have input into the adoption or
development of communication technologies.
(iii) Training
There are many forms of training that can be given to team members in
order to enhance the spirit of teamwork. Training specialists conduct
exercises that allow employees to experience the satisfaction provided
by teamwork. This typically comes in the form of workshops that assist
employees to improve their skills on problem solving, communication,
negotiation, conflict-management and mentoring.
(iv) Rewards
If people are working together effectively as a team, they must be
rewarded as a team. The reward system needs to be reworked to
encourage cooperative efforts rather than competitive ones.
Promotions, pay rises and other forms of recognition should be given
to individuals depending on how effective they are as a team player.
This will further encourage cooperation among team members and
improve cohesiveness towards team efficacy. Thus, it is important
that the reward system for teams have multiple components, some of
which reflect team performance. One such reward system is a profit
sharing plan in which associates receive bonuses based on the profits
generated by their team. Furthermore, if the teamwork requires cross-
functional work and knowledge, team members should receive skill-
based or knowledge-based pay. Such pay is determined by what skills
and knowledge an associate acquires rather than by how he/she
performs on specific tasks.
SELF-CHECK 6.4
What are the factors that managers should consider during the process
of training individuals to become team players?
The adjourning stage normally happens when the team has matured and is
no longer interested to come up with new and innovative ideas. This occurs
due to boredom, groupthink and their refusal to change a system, which
they have become accustomed to. Consequently, the teams internal
processes are no longer smooth and efficient, communication is affected
and conflicts arise because problems had not been resolved. This could lead
to the deterioration of team performance.
SELF-CHECK 6.5
Figure 6.15: The assumptions of the stages in the rational decision-making model
The bounded rationality model takes into account various factors prior to
making a decision. These factors are time constraints, need for gathering of
detailed information, and limited abilities in processing the gathered
information. It also takes into account the difficulties of making a decision
in view of the various rapid and sudden changes currently taking place in
the business world.
evaluate several important factors only, i.e. courses offered, fees charged,
and hostel facilities? In this instance, you might not consider factors such as
the number of canteens available, variety of foods and permission to use
private vehicles as important factors to be considered in your decision
making process.
When facing complex problems, most of us will reduce it to a level that can
be easily understood. In most instances, we will choose a solution that is
quite satisfactory and acceptable or sufficient but not necessarily the
optimal or best solution.
According to Simon, there are three steps taken by managers and other
decision makers when making bounded decisions, such as:
(i) Scanning the surroundings to ascertain the situation, which will assist
in decision making;
(ii) Design possible solutions to problems through development; and
(ii) Analyse possible actions and choose acceptable alternatives to
problems despite the fact that these alternatives are not necessarily
the best.
(c) Intuition
Contrary to both the models mentioned earlier, there are times when
decisions are made based on intuition that omits the need to review details
of problems and short-listing alternative solutions.
According to Agor as cited in Robbins (2008), there are eight factors that
induce decision making based on intuition. These factors are shown in
Figure 6.16.
ACTIVITY 6.9
When these two dimensions (way of thinking and tolerance for ambiguity) are
graphically represented, it forms four ways of decision making, i.e. directive,
analytical, conceptual and behavioural. Refer to Figure 6.17 to view the model of
decision-making styles.
(a) The directive style in decision making is utilised by individuals who have
low tolerance for ambiguity and use logical and rational thinking. They
require minimal information and assess only a few alternatives prior to
making quick decisions, which are focused on short-term results.
(b) The analytical style is mainly utilised by individuals who have a high
tolerance towards ambiguity (as compared to those who use the directive
style). These individuals need more information, consider more alternatives
and are very cautious whilst making decisions.
(c) Similarly, individuals who adopt the conceptual style have a high level of
tolerance for ambiguity. They are more open in terms of their approach
whilst considering more alternatives before making decisions. In addition
to having the ability to produce creative solutions to problems, their
solutions are also long term in nature.
(d) Managers who subscribe to the behavioural style are those who are able to
cohesively work with others. They are open to suggestions whilst
constantly communicating to solve problems. They require the acceptance
of others and prefer to avoid conflicts.
SELF-CHECK 6.6
ACTIVITY 6.10
In some places and cultures, decision making normally takes a longer time
compared to others, whilst some require collective decisions. Other cultures
allow only individual decision making.
Advantages Explanation
Groups generate more In groups, information and knowledge can be generated from
detailed and complete various perspectives, as opposed to a singular or limited
information and perspective of an individual. With more detailed and complete
knowledge information and knowledge, better decisions can be made
whilst reducing the percentage of making inaccurate decisions.
Group involvement As all the individuals in groups are involved in the decision
fosters commitment in making process, they will be committed to the decisions made
achieving goals by the group. In addition, there is also a tendency that they
will feel responsible towards the decisions that are made.
Therefore, members of the group will strive hard to implement
all the decisions made to achieve their goals.
Disadvantages Explanation
ACTIVITY 6.11
Why does groupthink occur and what is its effect on the quality of
decisions that are made?
(a) Brainstorming
This technique encourages the generation of ideas from each group
member about the topic of discussion. It is a suitable technique to be used
when new ideas are needed and also to generate as many ideas as possible
for a topic of discussion. The ideal number of group members for optimum
effectiveness is between five to seven people.
This is another technique that does not require face-to-face meetings and it
is said to be able to overcome problems faced by other brainstorming
techniques. Through this technique, members can type their ideas and
these ideas are instantaneously displayed to other members of the group.
This technique is fast in its approach since conversations are reduced,
discussions do not veer out of topic and participants can simultaneously
put forth ideas without any barriers. Most meetings conducted now and in
the future are using techniques that involve the application of information
technology.
SELF-CHECK 6.7
Imagine that you and your group are given a problem to be solved.
What are the techniques that you will use? Why?
Advantages Disadvantages
Groups can accumulate more knowledge Groups take more time to reach decisions
and facts. Thus, generating more and than individuals.
better alternatives than individuals.
Groups often display superior judgment Group social interactions may lead to
when evaluating alternatives, especially premature compromise and failure to
for complex problems. fully consider all alternatives.
Group decision-making can result in Managers may rely too much on group
growth for members of the group. decisions, leading to loss of their own
decision and implementation skills.
ACTIVITY 6.12
5. Below are the factors that can influence team effectiveness EXCEPT:
A. Team members personalities.
B. Team learning and cognition.
C. Team processes include team cohesion, social facilitation and
social loafing.
D. None of the above.
There are two types of groups in an organisation formal groups are formed
to carry out certain tasks in accordance with the requirements determined by
the management and informal groups are formed without the existence of a
formal figure of authority.
Teams are the foundation for a progressive management in the future and are
useful in performing complex tasks.
There are some differences between work groups and work teams.
There are six steps involved in the process of rational decision making
analysing the situation, setting objectives, finding alternatives, evaluating
alternatives, deciding on the best alternative and evaluating results.
Although group decision making has its weaknesses, these can be overcome
through good management.
7
LEARNING OUTCOMES
By the end of this topic, you should be able to:
1. Explain the relationship between a leader and the power of a leader;
2. Contrast between leadership and management;
3. Assess trait and behavioural theories;
4. Discuss two approaches in contingency theories; and
5. Analyse leadership patterns in various leadership theories and
perspectives.
INTRODUCTION
Have you been given the task to lead a group, either formally or informally?
Have you been responsible in leading a formal or informal organisation? If you
have experienced either one or both of the said responsibilities, consider the
three questions below and respond to them accordingly.
Firstly, how were you appointed a leader for that group or organisation? Did you
volunteer to lead or did the majority of the members choose you to lead them or
were you appointed through the organisations formal processes, i.e. a
promotion that put you as head of a unit, a division, or even the entire
organisation?
Secondly, how did you lead your subordinates? Did you exercise control over
their behaviours and actions by enforcing rules or did you utilise a diplomatic
approach? Was it a case of alternating between the two, depending on the
situation?
Thirdly, are you the sort who aspires to be a leader, or a faithful follower who is
committed to the leadership?
In this topic our discussion will focus on these three questions, which are related
to leadership. Some of the aspects that will be emphasised are power of leaders;
the differences between leaders and managers; traits, behaviours and
contingencies of leaders; and neo-charismatic theories.
Two important concepts that emerge from the above are: influencing followers
and followers compliance. These two are unable to exist without the following
element: power. What do you understand of power? Power is an element that
exists within a person that enables him to influence and control others, including
the ability to make decisions. Whenever leadership is discussed, the concepts of
leader and power are inseparable.
How does one obtain power? To understand this, we need to look at the sources
or bases of power. Generally, social scientists have forwarded several sources or
bases of power. However, we will focus on the five most commonly mentioned
sources or bases of power. Figure 7.1 shows the source of power classification.
SELF-CHECK 7.1
7.1.4 Reward
Power can also be obtained through reward. In this instance, in an effort to
control and manage subordinates, a leader can offer rewards in the form of a pay
raise, bonuses, promotions, etc. A manager too has the power to approve specific
rewards to selected employees who have demonstrated their compliance with
his/her directives and who have performed well. A manager or leader who has
the power of reward can influence his/her employees to comply with all of his/
her directives.
7.1.5 Coercion
Coercion is another source of power. To ensure employees observe all directives,
the coercion approach can be employed. Managers are given the power to coerce
employees into performing tasks related to their organisational functions. Failure
to comply with the said coercion will result in punishment. This power is
referred to as punitive power.
ACTIVITY 7.1
Before responding to the above question, it is best that we compare and contrast
the concepts of a manager and a leader:
(a) Leaders are people who can conceive ideas, ensuring the continuity of their
organisation and meeting all its goals. A leader strives to influence the
people under him/her to accept and implement the ideas that he/she
produces.
(b) A manager, in view of his/her authoritative position within an organisation,
instructs subordinates to carry out tasks in order to meet organisational
goals.
On this basis, we can no longer assume that all managers are leaders. A manager,
due to his/her position in the top rank of an organisation can deliberately or
accidentally become a leader. On the contrary, there are many cases in which a
leader also functions as a manager.
ACTIVITY 7.2
Would you agree if we said that a manager does not necessarily make a
leader? If yes, why?
Figure 7.3 shows the characteristics that separate a leader from a follower and
which can possibly account towards effective leadership.
However, do you fully agree with this theory? If you do not, then you share the
views of social scientists that have put forward their arguments on several
weaknesses of this theory. Schneider as cited by Robbins (2008) argues that there
is not one single universal trait that can predict leadership in all situations. At
most, this theory predicts leadership in certain situations only.
In addition, the cause and effect relationship of the trait theory is unclear. For
instance, Robbins argued whether a leader naturally possesses self-confidence or
self-confidence grows in a person as a result of successes in his/her leadership.
Finally, Lord et al. and Smith and Foti as cited by Robbins (2008) also added that
while traits can predict the personal characteristics of a leader, these traits do not
differentiate between an effective and non-effective leader. Consequently, a
leader need not necessarily be successful even though he possesses the traits
mentioned above.
The behaviour theory advocated that effective leaders can be groomed with the
right kind of exposure by practicing the right types of behaviours.
What do the right types of behaviour mean? Generally, there are two types of
behaviours (refer to Figure 7.4).
There have been a few studies specifically on behaviour and its relationship to
leadership. Among them are:
In order to understand these two dimensions you need to re-look the two
forms of behaviour: consideration and work relations. Consideration is a
behaviour that has to do with being considerate. This study identified the
behaviours of certain leaders and how the said behaviours affect the
relationship between leader and subordinates. These include maintaining a
two-way communication, showing appreciation for the ideas that were put
forward by the employees, not being prejudiced whilst taking an interest in
employee welfare and having empathy towards them.
Based on Figure 7.5, two dimensions are represented in this grid: concern for
employees (people) and concern for production. These are placed along two axes
with each axis being made up of nine positions, beginning from 1 to 9, which is
the highest point. In total, there are 81 positions representing the various
leadership styles practiced by leaders.
However, there are others who feel that leaders should ensure that an employees
welfare should take precedence over work matters. In relation to this, the OSU
study found that if the initiating structure is emphasised, there is a possibility of
negative long-term effects, i.e. employee dissatisfaction, absenteeism and/or
resignation.
In the study conducted by UM, it was found that leaders who were employee-
oriented experienced higher employee productivity and job satisfaction.
On the contrary, there are organisations, e.g. the military or the emergency unit
of a hospital that require leaders who are production-oriented due precisely to
the urgency of the tasks involved. It is absolutely imperative that the tasks
related to units such as these are performed well with the job taking precedence
over the employee.
SELF-CHECK 7.2
How does Fiedler assess leadership style? He divided the process into two
stages:
Leader-member This refers to the degree to which members have confidence, trust
Relations and respect in their leader.
Task Structure This refers to the degree which job assignments are formalised and
properly structured. This means that matters pertaining to a
particular task like goals, tools and quality measurement are
clearly and explicitly stated, i.e. expenses, accounting, tasks for the
operations/production division, etc. On the contrary, there are
tasks that are usually not made explicit, i.e. strategic planning,
research, human resource development, etc.
Position Power This refers to the degree of influence a leader has over power
variables such as hiring, firing, discipline, promotions and salary
increment.
Consider how each of the two situations above are related to high LPC
leaders (task-oriented) and low LPC leaders (relationship-oriented).
According to Fiedler, leaders with high LPC (task-oriented) tend to perform
better in situations that were favourable to them and in situations that were
unfavourable. Low LPC leaders (relationship-oriented) perform better in
moderately favourable situations.
Figure 7.6 depicts eight different situations that leaders may find
themselves in. The diagram shows that low LPC leaders work effectively in
situations within categories I-IV while high LPC leaders perform better in
moderate situations within categories IV-VI.
Can you give reasons why high LPC leaders are effective in favorable
situations, i.e. good leader-member relations, high task structure and strong
power position?
Finally, equipped with certain powers (strong position power), such as the
power to take disciplinary action, determining salary increment and/or
promotion, forces employees to obey the leader.
In this instance, if a leaders leadership style were one that is task oriented,
he/she would attempt to provide clear instructions and explanations for a
task that has been vague and unclear. In this way, employees would
understand why a particular task is assigned to them and how to go about
getting it done. This will turn them into an effective work group.
Among the shortcomings of the model are the LPC scores only measure
two extreme situations: high work motivation and high relationship
motivation whilst ignoring moderate scores. In addition, the model is based
on the questionable assumption that LPC scores are stable. Finally, the
contingency dimensions are complex and difficult for practitioners to
assess. It is often difficult in practice to determine how good leader-
member relations are since it is a subjective entity that invites varying
interpretations from various individuals in an organisation.
This model identifies four specific leadership styles (dependent on task and
relationship orientation): telling, selling, participating and delegating.
These dimensions (refer to Figure 7.7) are placed along the following four
types of behaviour or readiness of the employees:
What type of readiness enables a leader to perform effectively? Table 7.2 shows
the answers.
Type Explanation
Telling Since members are not only unwilling but also unable to perform the
(Unable and task, a leader would do well to place emphasis on the work aspect
Unwilling) and downplay aspects pertaining to relationships. In this instance,
the leader has to specifically tell members about the task and conduct
supervision throughout the duration of implementation of task.
Selling This situation requires the leader to pay extra attention to work
(Unable and aspects to make up for the members inability to accomplish a given
Willing) task. The leader has to forge close relations by selling and providing
all types of necessary support to assist members to complete the task.
Participating With those who are auw, successful leaders have to emphasise on
(Able and work aspects since members already have the skills and ability to
Unwilling) complete their task.
Delegating This is the easiest situation for leaders because neither task nor
(Able and relationship requires much attention. This is a situation where
Willing) members have no trouble receiving orders and accomplishing
assignments. On the other hand, a leaders success may be
compromised if he over emphasises task and relationship aspects on
members. Members may feel stifled or that they are not trusted and
this can adversely affect their job satisfaction. Importantly, in this
situation, leaders need to give members a bit of a freedom or delegate
them their respective tasks.
ACTIVITY 7.3
Choose a government agency or private organisation and proceed to
consider if contingency theories exist within the selected government
agency or private organisation. Provide reasons to your answer.
Now, what happens to the theories that were put forward prior to this, i.e. Trait
Theory and Behaviour and Contingency Theory? Are these theories no longer
applicable today? This is actually not the case because these theories form the
base for the development of neo-charismatic theories. In fact, these theories
complement each other in guiding organisations in their quest towards achieving
their respective goal(s).
Anita Roddick (The Body Shop), Bill Gates (Microsoft), Sam Walton (Wal-
Mart), Martin Luther King Jr. (American social activist) and Tan Sri Lee
Lam Thye (a local social activist) are all said to have charismatic attributes.
(ii) Leaders who are open and always ready for criticisms and
constructive suggestions from followers, often acknowledging other
peoples views;
(iv) Leaders who are prepared to take personal interest for the benefit of
their followers and organisations.
Attribute Characteristics
Vision and They have a vision expressed as an idealised goal that proposes
Articulation a future better than the status quo, and are able to clarify the
importance of the vision in terms that are understandable to others.
Personal Risk They are willing to take on high personal risk, incur high costs and
engage in self-sacrifice to achieve their vision/s.
Sensitivity to They are perceptive of the abilities of others and responsive to their
needs of their needs and feelings.
followers
Unconventional They engage in behaviours that are perceived as novel and contrary
Behaviour to norms.
It is now clear that while transactional leaders are suitable for matters
relating to the daily management of an organisation, transformational
leaders are needed to manage complex, unstable and uncertain
environment/s. However, both types are needed to ensure the smooth
running and stability of an organisation.
Component Explanation
SELF-CHECK 7.3
Moral leadership is about distinguishing right from wrong and doing right,
seeking the just, the honest, the good and the right conduct in practice. In
this context, leaders have great influence over others, and moral leadership
gives life to others and enhances the lives of others. According to Daft
(2008), immoral leadership takes away from others in order to enhance
oneself.
Besides that, Kohlberg (1976) said a leaders capacity to make moral choices
is related to the individuals level of moral development. In this context, the
capacity to normal choices is related to basically three levels of moral
development as shown in Figure 7.9.
Stage Explanation
Stage 1 - At this stage, followers are obedient subordinates who follow orders.
Authoritarian In this context, leaders set the strategy and goals as well as the
Leader methods and rewards for attaining them. Organisational stability and
efficiency are important and followers are controlled along with
machines and raw materials.
Stage 3 - At this stage, followers are empowered to make decisions and they
Stewardship have control over how they do their own jobs. Leaders give followers
Leader the power to influence goals, systems, and structures and to become
leaders themselves. Stewardship supports the belief that leaders are
deeply accountable to others as well to the organisation, without
trying to control others, define the meaning and purpose for others,
or take care of others.
ACTIVITY 7.4
Whilst a manager need not necessarily be a leader, he/she should have good
leadership qualities in order to be successful.
8
LEARNING OUTCOMES
By the end of this topic, you should be able to:
1. Explain the main functions of communication;
2. Discuss the processes involved in communication;
3. Assess the six barriers to effective communication;
4. Illustrate the flow and communication networks that exist in groups
and teams;
5. Appraise formal, informal and non-verbal communication as well as
effective communication channels; and
6. Discuss contemporary issues in communication.
INTRODUCTION
Generally, communication is the sharing of information between two individuals
or groups for the purpose of arriving at a mutual understanding. It involves the
process of transferring information and exchanging meanings from one
individual to another by using meaningful symbols. It is one way for us to share
and convey information, ideas, attitudes, values and opinions. An idea may be
great, but it is useless until it is transmitted and understood by others.
In this topic, we will discuss the various aspects of communication. We will start
with the functions of communication, the communication process and the basics
of communication. This topic also touches on overcoming communication
barriers and contemporary issues in communicating.
In its function as a tool for emotional expression, many employees regard their
work group as a primary source of social interaction. This is in view of the fact
that the communication which takes place within the group is a fundamental
mechanism by which members express their frustrations and feelings of
satisfaction. In this instance, communication provides a release for emotional
expression of feelings and fulfilment of social needs.
All the mentioned four functions of communication are equally important. For
instance, organisations are able to perform effectively when they are successful
in maintaining some form of control over its members, provide motivation for
members to perform in a good way, provide a channel for members to express
themselves emotionally and allowing members to make decisions.
So we can assume that most communication interaction that takes place within a
group or organisation performs one or more of these four functions.
ACTIVITY 8.1
Next, the sender interprets the various types of transmitted messages either
symbolically or in a form that is understood by him/her. This is known as
the encoding process. Normally the message is encoded in words. The
process of encoding messages can be influenced by the senders skills,
attitude, knowledge and socio-cultural system.
The channel refers to the medium used to transmit the encoded message to
the receiver such as the telephone, letter, memo, e-mail, voice mail, or
conversation (face-to-face).
The next phase is when the receiver interprets or puts meaning to the
message. This process is known as decoding. The decoding process, on the
other hand, is influenced by the receivers skills, attitude, knowledge and
socio-cultural system. These factors collectively influence the receivers
ability to receive and interpret a message. This is the most critical stage in
communication. Since the receiver may decode the message according to
his/her social and cultural values, it may cause the receiver s failure to
correctly interpret the message; which could lead to a misunderstanding of
the message.
The initial sender will then decode the message and ensure mutual
understanding has been achieved. If the initial sender finds that the
message has been misinterpreted, the whole communication process is
repeated until both parties achieve the desired comprehension.
(a) Filtering
Filtering refers to a senders manipulation of information to enable the
receiver to better understand the intended message. For example, when a
manager tells his boss what he feels his boss wants to hear, the manager is
filtering information.
What happens when an individual has more information than they can sort
out and use? They will select, ignore, pass over or forget the information. In
addition, they might also delay the processing of the said information until
the overload is settled. This results in lost information and less effective
communication.
(d) Defensiveness
When an individual feels threatened, they are more likely to withdraw from
the process of reaching a mutual understanding. In this instance, an
individual defends himself by displaying negative behaviour, being cynical
and doubting the motives of others. Therefore, when an individual interprets
messages from others as a threat, the feedback transmitted by him acts as a
barrier to effective communication.
(e) Language
Words mean different things to different people. The variation in meanings
is a result of the differences in age, level of education and cultural
background. These variables influence the language that a person uses and
the manner in which he defines words that are transmitted and/or
received.
Studies have shown that individuals who fear oral communication would
avoid situations that require them to engage in this type of communication.
These individuals are concerned that their fear to communicate will
prevent them from participating in any discussion that requires their input.
Accordingly, they would avoid careers in which oral communication is the
main requirement, e.g. teaching and marketing. However, there is no
escaping the fact that many careers require oral communication.
So we need to be aware of the fact that there are people who try to avoid
situations which require them to speak and they often feel that oral
communication skills are not necessary for them be effective at work.
SELF-CHECK 8.1
(a) Downward
Communication that flows from one level of a group or organisation to a
lower level is known as a downward communication, i.e. managers
communicating to employees. This type of communication is used by
managers to instruct employees, provide job instructions, inform
employees of policies and procedures, point out problems requiring
attention, provision of feedback on performance, and ensuring the
organisations goals and objectives are clear to all members of an
organisation. Downward communication also takes place to prevent the
spread of rumours on any impending changes.
(b) Upward
Upward communication flows from employees and/or managers to
superiors of higher levels in a group or an organisation. Upward
communication is used to provide operational feedback, issues and
problems and information on performance and effectiveness of the
organisation to the superiors. This type of communication encourages the
lower management and employees to be involved in decision-making
whilst providing them (employees) with the opportunity to share their
work concerns with top management.
(c) Lateral
Lateral communication flows between managers or employees at the same
level within the group or organisation. For example, lateral communication
occurs when the morning shift supervisor discusses with the evening shift
supervisor, or when the marketing manager meets the finance manager to
discuss costs and the new marketing strategies.
In the chain network, members communicate with one another along the
chain of formal command. This network exists in work groups whose task
is characterised by sequential task interdependence, e.g. an assembly line.
Each task depends on the task before it. This form of network produces
moderate accuracy and speed in completing simple and complex tasks.
This pattern of network also gives little satisfaction to group members. The
chain network is seldom practised in groups because it offers limited
members interaction.
This kind of network provides the space for individuals to give feedback. It
also allows for quick and correct decisions pertaining to complex tasks.
Work groups commonly apply the circle network since members obtain
better work satisfaction with it.
How does one manage a grapevine? A manager has to manage grapevines well
because grapevine related rumours could adversely affect the success of an
organisation.
SELF-CHECK 8.2
Following are the explanations for these two types of non-verbal communication:
(a) Kinesics refers to body and facial movements, including gestures, facial
expression and eye contact along with other signals. For instance, a person
would normally avoid eye contact when they are shy or unsure of the
message they are trying to convey, while the crossing of legs or folding of
arms usually implies a defensive attitude or that the person is not open to
the message or the sender. Lawyers often use non-verbal gestures to
convey messages to a jury.
(b) Paralanguage refers to a persons tone of voice and this includes pitch, tone,
rate, volume, and the way the message is spoken, whether quietly,
hesitantly or stopping abruptly. For instance, when a person is unsure of
what or how to say something, they would normally speak quietly and
when a person is nervous, they usually speak loudly and fast. All these can
affect the receiver s comprehension. Once again, a lawyer is able to use the
power of his/her voice to positively influence a jury.
ACTIVITY 8.2
However, not all communication takes place orally. Generally, memos and
e-mails are more effective in transmitting messages that are concise, clear
and simple.
ACTIVITY 8.3
It is also a good idea for us to assess the strength of an organisation and the
obstacles it faces in terms of our linguistic styles. By doing this assessment,
we can proceed to make adjustments to our linguistic features that
negatively influence other peoples perception of our confidence,
competence and authority. To conclude, communication between men and
women can be improved with an understanding that men and women have
different ways of saying the same thing.
However, there are a few things that can be done to increase the chances of
successful cross-cultural communication, e.g. familiarising oneself with
working norms in a particular culture, or being aware of the terms of
address such as using the first name, family name or by rank.
E-mail saves cost and time. Multiple copies on paper need not be made
when information needs to be sent to many different people. E-mail can
also be used as an instrument to improve teamwork and it is a form of
communication that is fast, relatively cheap, efficient and flexible. In
addition, it promotes vertical and horizontal communication because it
involves a substantial amount of information exchange. This also
encourages employees to learn how to manage information.
(iv) Internet (or commonly known as The Net) is a network that links
computers and networks of computers around the world. It is a global
network that operates independently but interconnected with one
another. The net connects more than 140,000 smaller networks in
more than 200 countries. The internet links all types of computers,
from supercomputers right through to mainframes in businesses, the
government, universities and personal computers at the office and at
home.
The main benefit of the Internet, intranet and extranet is their capability
to increase the employees capacity for obtaining, creating, managing,
and disseminating information. Their effectiveness, however, depends on
how far an organisation has gone in setting up and managing the
network and how employees use the obtained information. In conclusion,
proper and efficient use of technology can increase productivity and
quality of work.
SELF-CHECK 8.3
ACTIVITY 8.4
Managers should also ensure receivers give relevant and accurate feedback
to avoid any misunderstanding and spreading of rumours.
Managers have to pay close attention, be good listeners and understand the
linguistic style used by employees so that the flow of information is smooth
and unimpeded. A lack of understanding of these aspects will lead to
ineffective communication.
INTRODUCTION
Organisational structure is an element of an organisation, which has to be
formed in line with organisational goals. This is in view of the fact that formal
organisational structure is the basis of all actions undertaken by the management
of an organisation. Since organisational structure is essential in determining the
productivity level of an organisation, it should be formed only after factors such
as strategy, size, technology and organisational environment/surroundings have
been determined.
This topic will outline the structure, design of organisational structure and effects
of culture on organisational behaviour.
According to Robbins (2008), there are generally six main elements that a
manager has to consider prior to the formation of an organisational structure.
These elements are depicted in Figure 9.1.
Naturally, there are jobs that require high levels of specialisation and there are
also jobs that combine several tasks of different types of activities to increase
levels of job satisfaction. An experienced manager will implement this job
specialisation by determining jobs that are suitable to be broken down into
smaller tasks, so that the employee can perform the smaller task more
efficiently.His productivity will therefore increase.
SELF-CHECK 9.1
9.1.2 Departmentalisation
Departmentalisation occurs only after jobs have been formed. For instance,
several types of jobs are divided into groups in order to better facilitate work
coordination. This is known as departmentalisation.
Types of
Description
Departmentalisation
ACTIVITY 9.1
Now that you are aware of the various ways that departmentalisation is
formed, discuss what form of departmentalisation is being practised at
your workplace.
When discussing a chain of command, there are two important concepts that
need to be reviewed as shown in Figure 9.2.
ACTIVITY 9.2
As such, organisations with a larger span of control are more cost efficient since
they (the organisations) save on the cost of the managers salaries. However,
since the control scope is large, employees performance can be negatively
affected due to a lack of support and leadership from the supervisor.
Control scope that is too narrow also has its weaknesses. First and foremost,
while many levels of management can increase costs, the narrowness in the span
of control can also make communication, especially vertical communication,
difficult. Thus, resulting in a longer decision-making process.
9.1.6 Formalisation
Formalisation refers to the degree in which each job in the organisation has to
be carried out in accordance to pre-determined standards.
SELF-CHECK 9.2
In a situation where all other factors are the same, is a large span of
control more efficient that a narrow span of control or otherwise?
Discuss.
(a) Highly specialised work especially for work on routine operational level;
(b) Having formalised rules and operational procedures;
(c) Tasks are grouped according to departments, which are functional based;
(d) Centralised authority;
(e) Narrow span of control; and
(f) Decision-making that follows the chain of command.
Organisations that usually use the matrix structure include building contractors,
advertising agencies, hospitals, universities and several other organisations.
Table 9.2 shows an example of a construction company, which uses the matrix
structure.
Finance
Human
resource
Sales
Engineering
The example in Table 9.2 clearly shows that while in the matrix structure, the
unity-of-command does not exist since employees have two superiors, i.e. project
manager and department manager, it is a structure which is widely used due to
its flexibility.
SELF-CHECK 9.3
From the above discussion, we now understand that there exist many types of
organisational structures. However, we need to bear in mind that there are
various forms of organisational structures that are not explained here.
In todays business environment, there are three strategic dimensions that are
well-received, which are the innovation strategy, cost-minimisation strategy and
imitation strategy.
In this instance, the centralised structure is not suitable for the Malaysian
government to manage its employees. On the contrary, a high degree of
formalisation and bureaucracy is important to ensure that its management runs
smoothly. On the other hand, a restaurant that has only ten employees does not
require departmentalisation and decentralised decision-making as compared to
the organisational needs of the Malaysian government.
For example, a company that provides legal services would not require the kind
of sophistication and state-of-the-art technology as a vehicle manufacturing
company. This is because the selection of technology is influenced by the degree
of routiness of the work done in the organisation. The higher the degree of
routineness, the easier the work to be done by the machines. On the other hand,
the use of machines is minimal for work that is not routine and which requires
the employee to make decisions based on information and experience.
Studies relating to technology and structure have found that organisations that
have routine work and use routine technology, such as companies
manufacturing consumer goods, usually have hierarchical structures and have
many departments.
In addition, findings have also highlighted that a company that uses routine
technology would normally have a centralised decision-making structure. This
may be due to the fact that production processes are the same for routine
technology, irrespective of the location. Thus, it is better if decisions are made
centrally. On the other hand, a company that uses non-routine technology would
SELF-CHECK 9.4
1. What is the best structure for the following organisations:
ACTIVITY 9.3
Characteristic Description
Innovation and Risk This refers to the extent an organisation encourages its
Taking employees to be innovative and to take risks. Organisations
that rank high on this characteristic strongly encourage their
employees to try something new, such as making decisions by
intuition, irrespective of the fact that these organisations are
uncertain of whether the intuitions will be profitable to the
company.
Attention to Detail This refers to the degree to which employees are expected to
give attention to detail in the course of their work.
Organisations characterised this way place a lot of emphasis on
details and expect their employees to conduct detailed analysis
on any decision prior to implementing those decisions.
All the characteristics mentioned exist on a continuum, which means that any
particular organisation can be assessed high or low on any particular
characteristic.
ACTIVITY 9.4
SELF-CHECK 9.5
Category Explanation
Adaptability This culture is characterised by strategic leaders encouraging values
Culture that support the organisations ability to interpret and translate
signals from the environment into new behavioural responses. In
this context, employees have autonomy to make decisions and act
freely to meet new needs; and responsiveness to customers is highly
valued. For example, leaders encourage experimentation and risk-
taking as an everyday way of life.
Clan Culture This culture has an internal focus on the involvement and
participation of employees to meet changing expectations from the
external environment. Companies with a clan culture are generally
friendly to work with, and employees may seem almost like a
family. The leaders emphasis on cooperation and consideration of
both employees and customers can avoid status differences.
An organisation may have culture values that fall into more than one category,
or even into all categories. However, according to Daft (2008), successful
organisations with strong cultures will lean more toward one particular culture
category.
Function Explanation
SELF-CHECK 9.6
List all the five functions of culture in an organisation. Can you think of
other functions apart from those proposed by Robbins?
ACTIVITY 9.5
Founders and leaders of organisations often play an important role in the creation
of an organisations culture since the mission and vision of these founders and
leaders are an employees source of reference in most organisations. Normally, the
practices and ideology instilled by the founders of organisations are practised for a
long period of time.
Once an organisations culture is in place, there are many practices within the
organisation that act to maintain the culture, either deliberately or accidentally.
For instance, many human resource practices help sustain an organisational
culture via the selection of employees, performance appraisal and administering
of compensation.
There are three forces that play an important role in sustaining the culture of an
organisation, namely:
However, in view of the fact that more often than not, there is more than
one candidate who has all these characteristics, selection will be influenced
by the compatibility factor between individuals and an organisation. Those
who share similar values with an organisation have a greater chance of
being hired. This is done to ensure that selected individuals will not have
problems adapting to an organisation and will be able to enhance their
productivity level in a short period of time.
We will now take a closer look at the three stages in the socialisation
process:
(ii) During the selection and recruitment process, the organisation will try
its best to obtain the right individuals who can assist it (the
organisation) to meet its goals since each individual has his/her own
values, attitudes, beliefs and expectations of the job that may differ
from those of the organisations. Therefore, this stage determines who
gets in and who is left out.
ACTIVITY 9.6
Explain how the three factors discussed above, i.e. employee selection
process, actions of top management, and socialisation, can assist in
maintaining the culture of an organisation.
(a) Stories
An easy way to teach values in a culture is through stories. This is because
people love stories especially stories pertaining to the success of an
individual or groups. Stories such as this often make their way into
orientation programmes since they serve as excellent lessons to new
employees, i.e. stories about the founder of an organisation and his
struggles to build the organisation. Culture is also transmitted via stories
pertaining to the successes of an organisation in winning various types of
awards from the government or other authorities.
(b) Rituals
There are specific activities and/or rituals that are conducted in an
organisation to convey the values to be instilled, major goals to be achieved
and the desired type of employee. Some of these activities and/or rituals
are Quality Day, which impresses on the employees the importance of
quality, and Exemplary Award Day, which convey an organisations
appreciation towards employees who perform well in their respective
job/s.
(d) Language
Many organisations as well as certain units within an organisation use
language to differentiate members of a particular culture or subculture. By
learning and using that language, members attest to their acceptance of the
organisation or units culture. For instance, the use of terms like JD (job
description) and KSA (knowledge, skills and abilities) by human resource
practitioners might not be understood by individuals outside of the
department although these are common terms used daily in the human
resource department.
SELF-CHECK 9.7
Briefly discuss how a newly recruited employee can learn about the
culture of an organisation that he/she has just joined.
ACTIVITY 9.7
The answers to questions such as these will shape the attitude and behaviour
of employees and will be able to motivate them to increase their performance.
Despite the fact that two organisations are physically the same and produce
the same products, these organisations do not necessarily have the same
organisational structure.
An individual who has similar values and beliefs with his/her organisation
would normally have a positive perception of the organisations culture.
INTRODUCTION
As we already know, a group consists of two or more individuals who interact
with each other in a particular scope, whether formal or informal. Naturally,
when a group interacts with each other, there exists various social phenomena,
where power and politics are also included.
Power can exist in various and different situations. Power can exist in different
types of individuals whether the person is aware of it or not.
Think of yourself for a moment. What is your position in your family? If you are
a husband, you may control your wife and if you were to have children, you may
control your whole family.
Vice versa, if you are a wife, you will be more powerful than the rest of your
family members in controlling the daily household matters. If you are an elder
brother or sister to your younger siblings, you will have more status than them.
The situations depicted above show that you have power over other individuals.
Copyright Open University Malaysia (OUM)
TOPIC 10 POWER, POLITICS AND CONFLICTS 241
Actually, your position and what you have enables you to influence others to
follow your wishes.
This topic explains in more detail the definition of power, as well as the
dependence and tactics of power. Besides that, we will also discuss the meaning
of political behaviour and how it exists in an organisation.
There are two principles from the general definition that can be put forward:
Powers that are created will enable individuals (power holders) to perform tasks
for the good of the organisation, such as taking disciplinary actions, giving
rewards, implementing change, making decisions and resolving conflicts.
Based on this explanation, we can say that power brings good to the organisation.
However, some people see power from a negative perspective. In this context,
power is seen as a negative force since it can always be abused.
In this aspect, it can be concluded that power does not only bring good, but at
the same time can also bring misfortune to organisations. Nevertheless, power is
still being needed. More importantly, the higher management should ensure that
negative power is not allowed to be a dominant force in an organisation if they
cannot eradicate it totally.
10.2 DEPENDENCE
Now that we understand power, the question is can the power held by an
individual influence other people to follow his or her wishes? Actually, there is a
factor known as dependence that determines the degree of power an individual
has on others.
With regard to this, recall again what was mentioned much earlier. For example,
in the situation of your position as head of the family; your wife and children
obey your wishes and instructions because there is something in you. Maybe you
are the source of your familys income, the so-called bread-winner, or you are
more matured and more knowledgeable.
Another example is if you have money and you ask a person to do some work
for you; the person will easily follow your wishes. This is because he or she
hopes for financial rewards, which is important to him or her. Therefore, the
person is depending on you and you are more powerful compared to him.
A very important point that you must know about dependence is that, the more
dependent a person is on you, the more power you have over that person. And
the opposite is also true, if a person depends less on you, or does not depend on
you at all because the person does not benefit from what you have, then the level
of power that you have on him or her will be low or none at all.
The same employee will transfer his dependence to another manager, for
example, the finance manager, if he is expecting an approval for his car loan,
since the finance manager has the power to approve his car loan.
However, his compliance to the marketing manager, who is his direct supervisor
will continue. In this relationship, his dependence on the marketing manager is
consistent because he has a consistent interest as long as the marketing manager
is responsible for that department.
ACTIVITY 10.1
Besides what is explained above, are there any more factors that you can
think of that can create situations where an individual or group is
dependent on another individual or another group?
You may still remember the basic sources of power in Topic 7, where power is
dependent on sources such as individual personal characteristics, individual
expertise, formal position (designation/role), reward and coercion.
The sources mentioned above can create or increase power for an individual or a
leader. The explanation is as shown in Table 10.1.
(Note: the sources of power based on position designations, reward and punishment are not
included in the above table because all three are related and have been explained in previous
paragraphs).
SELF-CHECK 10.1
Based on the sources of power that you have learnt in Topic 7, provide
two examples of situations where there exist an individuals
dependence on his or her supervisor.
Dimension Tactic
Reasons and Rationale This tactic uses facts and data so that ideas and proposals can
be seen as logical and rational.
Force or coercion Using this approach involves elements such as coercion, that
is, the people to be influenced are forced to do something, for
example, a task, which is then then followed by a few related
reminders (usually with a deadline to finish the task).
Individuals who use this tactic will usually get the person
they want to influence, to refer to the organisations rules to
do the requested task.
Reward and This tactic uses reward and punishment or sanctions already
Punishment or Sanction existing in the organisation, to influence others, such as salary
increment, position or grade, recommendation letter and
others. Those who disobey will get a lower appraisal, no/less
salary increment, or transferred to a less desirable location.
Coalition This tactic is done to get support from co-workers in the same
or lower level positions in an organisation. In this tactic, the
individual joins other identified co-workers to achieve their
goals.
ACTIVITY 10.2
However, this explanation is still not sufficient for us to understand the meaning
of political behaviour in organisations. It is insufficient because the meaning
needs to be seen in a broader context than that.
Political behaviour according to Bacharach and Lawler (Hellriegel, et, al. 2008) is
an effort by certain individuals or groups to influence other peoples behaviours
and normal activities in organisations just to fulfil their needs and protect their
own interest, as well as to achieve their own goals.
ACTIVITY 10.3
The question now is, how can these behaviours exist in an organisation
and can its existence benefit the organisation?
What does political behaviour look like in organisations? In other words, what
do people do to engage in political behaviour? A great deal of research has
examined political behaviour which can be seen through various political tactics
used within or by organisations. These tactics include the following:
(b) Consultation
A consultation tactic requires getting an individual or group to participate in
the planning or execution of whatever the politician wants accomplished. For
example, a CEO who wants to implement a specific strategy would consult
associates at every relevant organisational level.
Negative assumptions arise when they feel that politics in organisations is not
only unjust, but also not good and irrational. On the other hand, under a positive
assumption, they know that politically inclined behaviour is needed to get ahead
in an organisation. In fact, to them, to be a politician is a prerequisite for
success as an employee.
This can only be answered if we take a view from the aspect of the organisational
culture. An organisations culture that is inclined to competition could cause its
members to be involved in politics. This can be seen from the trust an individual
has in another individual. The lower the level of trust amongst themselves, the
higher would be the potential for political behaviour.
Besides that, from the perspective of management practices (which are also
related to organisational culture), there are practices which purposely or
accidentally encourage members to compete. For example, limited promotional
opportunities will force qualified members to compete with each other so that
the best will be chosen. While doing this, their actions will typically involve
political manoeuvres.
Similar actions may also happen in other management practices such as:
(a) Giving excellent service award based on certain predetermined quotas;
(b) Job assignments that encourage individuals to compete for example for
light work loads, low risk tasks, and convenient locations close to ones
own residence; and
(c) Job scheduling that forces individuals to do things so that they will be
selected to work at suitable times (usually employees avoid working at
nights).
Table 10.3 gives further explanation for the personalities of individuals that
contribute to political behaviour in an organisation.
Personality Explanation
High Self Respect A personality that has self respect usually is highly
motivated and a risk taker. Thus, risk and courage leads
him or her to compete and be political.
Internal Locus of Control A personality that believes no outside factors can control
fate or destiny, except the individual himself. Thus, the
tendency to be political is high.
SELF-CHECK 10.2
The process where one party (A) sees that its interests are being opposed or
taken over by another party (B), and this has negatively affected or will be
negatively affecting it and thus not consistent with what it desires.
This definition is very broad and it explains when these conflict of interest,
objectives and perception, will arise. It also covers all types of conflict faced by
individuals in any organisation, such as differences in goals, conflict in defining
facts and disagreement in business ideas.
Levels Explanation
Interpersonal This second level of conflict happens between two or more individuals. This
Conflict type of conflict includes misunderstandings between employer and
employees, husband and wife, relatives, roommates and others.
Intragroup This level of conflict exists in a small group among team members or work
Conflict teams and also in a family, class etc. This type of conflict influences a teams
ability to solve the conflict and to reach its goals effectively.
Intergroup This type of conflict exists between members of different groups, such as
Conflict between unions, organisations and organisational management teams,
political party groups or departments in an organisation. At this stage,
conflict is very critical because it involves a big group of people and very
good negotiation must be used to overcome this stage of conflict.
Conflicts, according to this perspectives definition, are bad and negative and
must be avoided. This perspective is consistent with the attitude shown by group
behaviour in the 1930s and 1940s where conflict happens because of a lack of
communication and trust between people and failure of the management to fulfil
employees needs and ambitions.
This perspective offers one simple approach that wants us to focus on human
behaviour which causes conflicts, identity sources of conflict and then correcting
them in order to increase group and organisational performance.
Although present researches show strong evidence questioning the ability of this
approach to reduce conflict, many of us still evaluate a situational conflict using
this old approach.
SELF-CHECK 10.3
This conflict, when in the form of planned competition will encourage employees
to work harder and increase productivity, thus leading to a sense of satisfaction.
If this type of conflict happens, it will lead to lower working spirit, dissatisfaction,
increase in rate of absenteeism and as a result, productivity will be affected.
Table 10.5 shows other types of conflict that may occur in the workplace.
Type Explanation
Relationship This refers to a conflict that arises out of personal differences between
conflict people that have different goals, values, personalities, or the like.
Individuals involved in relationship conflicts often report disliking one
another, make fun of one another, are angry or have problems with
other personalities. Relationship conflict is likely to result in poor
performance. It creates distrust, misunderstanding, and suspicion.
Task conflict This type of conflict occurs over work content and goals. An example
is the idea to reduce costs between the marketing and finance
departments in an organisation. Each of the departments may have a
different understanding pertaining to costs and expenses. Their
orientation may be different between one another. Task conflicts do
not have to result in poor performance if managed correctly. Moderate
levels of task conflict have actually been shown to increase
performance.
Process conflict This type of conflict concerns responsibilities and how the work
should be completed. For example, process conflict occurs when
students working together on a project disagree about who will work
on which parts of the project or whether they should meet face to face
or communicate by e-mail. Process conflict has been found to
negatively affect performance.
ACTIVITY 10.4
Have you ever faced a conflict happening in your group? If yes, what
was the type of conflict and how did you successfully solve it?
In short, these conditions (which can be seen as causes or sources of conflicts) can
be divided into three categories, namely communication, structure and personal
variables.
(a) Communication
One of the main causes of conflict that can happen is poor communication.
Sometimes we feel that we have clearly stated our message, however other
people wrongly interpret the message.
Semantic is how words or terms are meant and translated. The possibility
of misinterpretation of the meaning of words can create a conflict.
Therefore, according to Hellriegel et. al (2008) semantic problems happen
because of differences of meaning attributed by a person on a word.
Previous research show that conflicts are likely to happen when there is too
much or too little communication. Lots of communication will lead to over
communication. Therefore, too much or too little information in a
communication can lead to failure in communication.
(b) Structure
Conflicts may arise due to structures of the organisation such as size,
specialisations, job responsibility and goals. Conflicts may occur between
departments or individuals in the organisation. An individual who holds a
high position may have disagreements with people at the lower level of
employment because of communication problems. The more levels that
exist in an organisation, the more a conflict is likely to happen because the
content of the messages sent becomes less clear and vague. There are three
types of structural conflicts, i.e. vertical, horizontal and diagonal conflict
(refer to Figure 10.4).
Besides that, differences in values may also cause some conflict especially
in multinational companies. This phenomenon is caused by employees who
come from various cultures, norms, ethnic backgrounds and values.
Therefore, it is important for everyone in the organisation to understand
personal variables in order to avoid conflicts.
For a defined conflict, perceptions will lead to the conflict occuring. Therefore,
one or more persons should realise that sources of the conflict exist. However the
perceived conflict does not indicate that it is something personal. For example, X
realises that he does not agree very strongly with Y, but this does not make X
worried or anxious, nor does it affect Xs affection towards Y.
(a) First, stage II is important because this is the stage where conflict issues
begin to be defined. Thus, an individual can identify the sources of conflict
and as a result, find ways to solve it.
(a) Competing
An individual who uses this dimension tries to fulfil their self-interest. The
individual is not ready to fulfil other peoples interest, even at a minimal
level. This dimension is very effective especially in emergency situations;
issues which require unpopular actions; or with individuals at a higher
position.
(b) Collaborating
This dimension stresses on maximum satisfaction for both parties. A
successful co-operation includes looking at conflict as something natural,
displaying trust and honesty towards each other and encouraging
individuals to express themselves.
(c) Compromising
Compromising is a behaviour between both elements of steadfastness and
cooperation. It includes assertive sharing and positive cooperation but in a
not too obvious way. Therefore, in compromised situations, no parties will
win or lose. Usually, the result will not satisfy the conflicting parties.
(d) Avoiding
An individual or group may retreat or avoid getting involved in conflicts
and as such, not one of them is able to achieve satisfaction or fulfil their
personal interests. This dimension is extremely effective in a situation
where an individual or group is faced with a small problem, is swayed
from the original goal, or possesses only a small chance to achieve
individual interests.
(e) Accommodating
An individual or group in this dimension will show willingness to
cooperate in satisfying other parties interests and at the same time act non-
assertively in meeting his own needs and goals.
Conflicting parties try to push aside differences that exist and emphasise
the similarities and understanding achieved between both parties. This
condition creates a calm, stable situation, thus making everyone happy.
Figure 10.6 shows that all conflicts exist along a continuous scale, where at the
bottom we have conflicts categorised as small conflicts. At the top, which is
continuity from the bottom, is no conflict progressing into destructive conflicts.
For example, a walk-out from a job, riot and war belongs to that type of conflict.
Therefore, it can be said that conflict at the higher part of the scale is always close
to a dysfunctional conflict. On the other hand, functional conflict is limited to the
lower part of the scale.
The question is, how does an individual reduce dysfunctional conflict or increase
the low level conflict? The answer is through conflict management techniques
(Robbins, 2008). Both Tables 10.6 and 10.7 show conflict resolution and
stimulation techniques that can enable managers to control conflicting situations.
Technique Explanation
Communication Use forceful messages or threats to increase the level of conflict.
Bring an outsider in Adding employees who have backgrounds, values and attitudes
that are different from the current group.
Devils Advocate Appoint a critic who will purposely oppose the majority opinion of
the group.
From some of the techniques just explained, we find that the intention that
controls conflicts is not unexpected because an individuals intention can change
to logical behaviour under good conditions.
SELF-CHECK 10.4
Conflict is also a good remedy for groupthink. This is because it does not
allow groups to approve decisions passively, based on weak assumptions,
or inadequate considerations on a related decision. A conflict also
challenges the status quo because it leads to the creation of continuous new
ideas, encourages re-evaluation of objectives and group activities and this
increases the possibility that the group reacts to changes around them.
Common opinion says that creating functional conflict is a hard job especially in
a big organisation. In this regard, organisations are more inclined to give
rewards to the opposing party and punish the conflict avoiders, such as
rewarding employees who are courageous enough to criticise or oppose what is
wrong. Whereas, conflict avoiders are punished because they are yes men,
where they only follow what is said by others without thinking about the
purpose of the proposed ideas or contributing ideas to the group.
SELF-CHECK 10.5
ACTIVITY 10.5
INTRODUCTION
The current world is facing various types of changes - technological, economical,
and social. These changes are taking place at a very fast rate. In view of this, it is
imperative for organisations to make rapid accommodation and adjustments for
these changes to enable them to remain competitive in the market place.
In this topic, we will discuss the forces and types of change in the organisation.
We will also discuss the resistance to change and how to overcome these
resistances.
Figure 11.1 shows the vital environmental elements that drive organisational
change.
The explanations of the six elements of forces for change will be discussed next.
ACTIVITY 11.1
Can you list the elements in the organisational environment that may
cause organisational change?
Next, are the explanations of the categories of elements that can be changed in an
organisation.
11.3.1 Structure
Changing an organisational structure involves activities that affect many issues,
such as organisational design, authority relationship and a monitoring
mechanism.
For example, an organisational structure that is simple and lean can be changed
with team-based structures. In fact, altering the structure to new alternatives
such as telecommuting or job sharing can also change job design. These are done
to ensure that the needs of todays employees are fulfilled by the organisations
development while making certain that the organisation can successfully remain
competitive in the market place.
11.3.2 Technology
The introduction of new technologies in an organisation usually refers to the
introduction of new machineries or usage of robots and computers. This change
is vital in the development of an organisation since it brings forth a vast
improvement in productivity while simultaneously reducing manpower cost in
the long run.
11.3.4 Employees
Employees are the final element that can be changed by the change agent.
Assisting employees to increase their productivity and efficiency at work, both
individually and in teams, results in change. Employee change refers to positive
changes in work attitude and work behaviour, and these changes can occur
through improvements in communication, decision-making and problem solving
skills.
Can you think of how positive transformations in employees work attitude and
behaviour can occur through improvement in his/her communication, decision-
making and problem solving skills?
Resistance can take place immediately after changes are introduced or they can
occur after changes have been introduced over a period of time.
SELF-CHECK 11.1
While there are various sources of resistance towards change, the two main
sources are individual resistance and organisational resistance.
(a) Habit
It is normal for an employee to form and/or to have his or her personal
routine in completing his or her respective tasks. For example, a manager
who shoulders the responsibility of making various decisions in his or her
area of work may have the habit of making the said decisions without
inviting opinion/s from other people. This behaviour, which is known as a
habit, can be very hard to change because the manager is already too
familiar with his or her behaviour.
(b) Security
A change in an organisation is always seen as a threat to an employees job
security. Employees are afraid of the change because change could result in
a job loss especially if the change brings forth redundancy in their current
position or requires them to learn new skills.
elements since they do not know or are uncertain of the effects of this
change on them.
ACTIVITY 11.2
11.5.2 Involvement
Another method to overcome resistance is by involving employees in the
decision-making and planning for the change. This form of participation will
lessen employees resistance towards change in view of the fact that they are also
involved in the change process. Moreover, employees might be motivated to give
good suggestions towards the successful implementation of the planned change.
11.5.3 Negotiation
Resistance may also be reduced by making valuable offers, in the form of trade-
offs, to groups that are identified as possible obstacles towards the planned
change. For example, promising job security to every employee, in line with the
impending change, may result in lessening the employees uncertainty of losing
their current job.
11.5.4 Manipulation
Manipulation, which refers to misrepresentation of facts to make change appear
more attractive to employees, can be seen as an elusive tactic in obtaining
employees support towards change. Manipulation also refers to refraining from
informing employees of the negative aspects of a change whilst creating false
impressions of benefits to entice employees to accept the intended change.
11.5.5 Coercion
The last method is to coerce or force employees to accept change. Employees
who are defiant towards change are threatened with negative consequences of
their resistance, e. g. retrenchment or salary cut.
SELF-CHECK 11.2
List all the tactics that can be used by change agents to overcome
resistance towards change. Provide one demerit for each tactic.
SELF-CHECK 11.3
Both goals are important because it differentiates between a planned and unplanned
change. In addition, these goals will determine the organisations ability to remain
successfully competitive in the marketplace or business environment.
(c) Refreezing the New Condition Making the Change a Continuous Process
This step stabilises the organisation at a new state of equilibrium. It is
frequently accomplished through the use of supporting mechanisms that
reinforce the new organisational state, such as organisational culture,
rewards and structures.
Desired
Situation
Status Quo
Time
Employees are ready to accept change after the status quo condition is defrosted
or thawed. To ensure longevity of the implemented change, the new condition
needs to go through a refreezing process.
Action research refers to the process of change that is done based on a systematic
collection of data. Analysis of this data is used to select the most appropriate
change actions.
There are five steps in the Action Research process, as shown in Figure 11.7:
The description for each step of Action Research is shown in Table 11.2 below:
Step Description
Diagnosis This refers to interviewing employees, reviewing records and
determining employees grievances.
Analysis In this step, an analysis is made of all the information gathered
from the diagnosis level above. The analysis will reveal
problems that are currently faced by the organisation and
problems that might arise from the proposed change. In this
instance, possible and appropriate measures are recommended
for negative issues.
Feedback Solicitation Employees feedback (positive and negative) is solicited
pertaining to the current aspects of an organisation and on the
proposed change to be implemented.
Taking Action This refers to the implementation of suitable steps to overcome
the problems faced.
Conducting Evaluation In this final step, evaluation is made to gauge the effectiveness
of the change action that has been implemented.
The collected data will be used to identify the current problems of the
organisation including employees grievances. In addition, these data can
also be utilised by the management to provide employees with a clear
feedback on other issues that are ambiguous to them. Survey results are also
tools to encourage employees to hold discussions amongst themselves with
the hope that via these discussions, employees can reach a mutual agreement
and/or solution to the problems that are highlighted through the surveys.
Upon completion of these three lists, both teams will discuss their internal
(within a team) and external (between teams) similarities and differences. Most
importantly, both teams MUST discuss their differences of opinions about each
other and ways to resolve these differences. In addition, negative perceptions
and prejudices must be identified and clarified. As soon as these are done, the
teams will move into the integration phase, in which they will find ways to
rectify and improve their internal and external relationships.
SELF-CHECK 11.4
ACTIVITY 11.3
Action Explanation
Link Selection In this context, it is likely that some changes will occur in the
Decisions to Change top-management team before a major change is fully embedded
Objectives in the organisation. As with the allocation of rewards, a proper
selection decision needs to be done to align with the changes
objectives.
Act Consistently with In this regard, what is required is the action, not just words. It
Advocated Actions needs fully committed efforts from the workforce to act
accordingly following the planned changes.
ACTIVITY 11.4
There are several forces for change which can influence an organisation
workforce, technology, competition, world politics and mandated pressures.
A planned change involves the change of activities that are done on purpose
to achieve intended objectives.
In addition, managers should also play their role as agents of change whilst
being a role model to their subordinates.
There are six tactics that can be utilised by change agents to overcome
resistance towards change, and these include training and communication,
involvement, negotiation, manipulation, coercion, and provision of facilities
and support.
OR
Thank you.