Organization theory and organizational behavior articles. Organization Theory and Organizational Behavior
The concept of constructing a textbook logically unites theoretical foundations and applied formulation of organizational relations in socio-economic formations. The connections, dependencies, principles, compositions, classifications, forms, procedures and structures of the organization are examined consistently and in detail. The approaches, content and models of organizational behavior reflecting the most important socio-economic interactions are covered. Thanks to an extensive methodological complex, including questions for self-control, various cases, test tasks, as well as an application with reference materials, students will be able to more effectively master and consolidate knowledge of the course.
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In recent decades, the study of organization, as one of the main driving forces in the development of society, has become the main task of representatives of many sciences. The organization was studied within the framework of social psychology, sociology, political science, management theory, economic theory, computer science, legal sciences, etc. Finally, the study of organization has become an independent branch scientific knowledge- theory of organization.
In Russia until the early 90s. the organization was studied mainly within the framework of management theory (scientific management), but the transition to the market required a change in this situation. Currently, organization theory is actively developing in Russia.
Organization theory is based on the concepts and achievements of such sciences as the theory of social phenomena (I. Plenge, T. Katarbinski), the organization of labor and management (A. Fayol, M. Weber, A. Gastev), the biological theory of organization (D. Haldane, I. Ikskul), general systems theory (L. Von Bartalanffy) and cybernetics (N. Wiener).
Thus, organization theory is an interdisciplinary field of knowledge that arose at the intersection of natural, technical and social sciences, which determines the diversity of approaches to organization theory (Table 1).
According to the table, the neoclassical approach to organization theory corresponds to the following positions: A 1, B 1, 2, C 1, D 1, D 1; approach based on transaction costs - A 2, B 1, 2, C 1, D 1, 2, D 1; modern approach- A 2, B 3 (1, 2), C 2, D 2, D 2, 3.
Table 1
Basic issues of organization theory and basic approaches to it
Determining the size and boundaries of the organization (A) |
Methods for arranging organizational elements (B) |
1. Neoclassical approach based on definition optimal sizes enterprises using the production function apparatus. |
1. Linear, functional, linear-functional, divisional and matrix structures of organizations. |
Elementary unit (“atom”) of an organization (in) |
The way organizations adapt to change (D) |
1. Technological unit based on the division of labor into some elementary components, assigning certain types of activities to specific workers, the need to allocate a special coordination function |
1. Rigid structure of the organization. When changing settings external environment organization there is a change in the functions and areas of responsibility of the company's divisions. The internal content is flexible structural unit |
Reasons leading to the need to change the structure of the organization, restructuring companies (D) |
Organization theory concepts |
1. The need to improve the efficiency of a normally functioning organization. |
1. Neoclassical. |
Organization theory studies: essence, types; goals, environment; structure; functioning mechanism; adaptation mechanism; modeling; dynamics and development of the organization. At the same time, organization theory is integral part management sciences. It serves as a general theoretical and methodological basis for a number of special organizational sciences. Moreover, it is closely related to organizational behavior.
2. Organizational behavior as a scientific discipline
In the 21st century There are significant changes in views on assessing the importance of certain management concepts. Today, a manager works in an environment where he is constantly influenced by large number factors that complicate the development and adoption of effective management decisions.
Contemporary issues management, which include significant changes in the sphere of production, the structure of world trade turnover, the structure of labor resources, the nature of labor and technology, globalization, the increasing role of public organizations etc., sharply increased attention to the person, his psychology, social environment as driving forces that can significantly affect the organization's performance.
Organizational behavior(OP) is a branch of knowledge, the essence of which is the systematic and scientific analysis behavior of individuals, groups, organizations for the purpose of understanding, predicting and improving the performance of individuals and, ultimately, the organizations of which they are part.
The essence of OP lies in the description, awareness, prediction and management of certain phenomena and processes.
The subject of the EP is the interconnection of the management system at all levels.
A distinctive feature of EP is the interdisciplinary approach to its study.
The theoretical basis of OP is based on the achievements of psychology, sociology, economics, history and philosophy. In turn, the EP represents the basis for the study of a whole range of management disciplines.
The OP includes the following main components (Fig. 1):
individual (person);
group;
organization.
Rice. 1. The scope of organizational behavior
OP as a new scientific discipline began to develop in the late 50s and early 60s of the 20th century. Since that time, a unified system of knowledge, theoretical and practical developments has been created, which is defined by the term “organizational behavior.” The EP includes such disciplines as production engineering, social psychology, sociology of work, business research, management theory and law.
In the 21st century OP is becoming one of the most important management disciplines, knowledge of which allows you to effectively manage both people and organizations.
Organizational Behavior System
Achieving the goals set for the organization involves the creation, dissemination and implementation of a system of organizational behavior.
The foundation of the organizational behavior system is its philosophy, which includes the basic beliefs and intentions of the individuals who join forces to create it (for example, the owners of the company), as well as the managers who currently manage its activities.
Philosophy is based on two sources - factual and value premises.
Managers have the primary responsibility for introducing three more basic elements into the organizational behavior system - vision, mission and goals. The vision is a contradictory image of what the organization and its members can be, i.e. its possible (and desirable) future.
The mission determines the direction of the organization's activities, the market segments and niches that the company seeks to occupy, and the types of clients with whom it seeks to maintain sustainable relationships. The mission statement includes a short list competitive advantages or strengths organizations. Unlike a vision, a mission statement is more descriptive. Further specification tasks organization involves setting (based on the mission statement) its goals.
Goals represent specific indicators that the organization strives for in a certain period of time (for example, within a year, in the next five years).
3. The relationship between organization theory and organizational behavior
The relationship between organization theory and organizational behavior is reciprocal: organizational behavior is based on the principles and conclusions of organization theory, and organization theory, in turn, uses the conclusions and calculations of organizational behavior to improve the effectiveness of its recommendations.
These disciplines in their unity are focused on performing the following functions:
cognitive - the study and explanation of processes and phenomena occurring in the organization;
practical - development of principles and methods for the effective functioning of the organization;
predictive-pragmatic - the development of scientific forecasts of the behavior of individuals, groups and organizations and changes in their basic properties in the future.
Questions for discussion
1. Prerequisites for the emergence of organizational behavior.
2. School of Scientific Management (1885-1920).
3. Classical school management (1920-1950).
4. Industrial psychology and school human relations (1930—1950).
5. School of Behavioral Sciences (1950-present).
6. Development of organization theory and approaches to management in the second half of the 20th century.
6.1. Management science and quantitative approach.
6.2. Organization as an open system.
6.3. Japanese type of management.
6.4. "The Quiet Management Revolution".
6.5. Development of theory and practice of management in Russia.
7. Models of organizational behavior.
8. Development of theories of organizational behavior at the present stage.
At the same time, it seems possible to preserve the traditional structure of the company, but significantly lighter (along with networkization, or a departure from the vertical structure of the organization)
| Previous |
MINISTRY OF EDUCATION AND SCIENCE
RUSSIAN FEDERATION
Federal State Budgetary Educational Institution of Higher Professional Education "Saratovsky" state university named after N.G. Chernyshevsky"
Faculty of Economics
Appraisal Fund
Current control and intermediate certification of the discipline (module)
Organization Theory and Organizational Behavior
Direction of master's degree preparation
Management
Master's program profile
Corporate governance
Graduate qualification (degree)
Master of Management
Form of study
part-time
Saratov, 2015
Competency map
| Controlled competencies (competency code) | Planned learning outcomes (knows, is able, has the skill) | |
| Ability to manage organizations, departments, groups (teams) of employees, projects and networks (PC-1) | Know: -principles of development and patterns of functioning of the organization; -types of organizational structures, their main parameters and principles of their design; - main types and procedures of intra-organizational control; -types organizational culture and methods of its formation; -models of behavior of economic agents; -modern theories and concepts of behavior at various levels of the organization; - basic theories and concepts of interaction between people in an organization, including issues of motivation, group dynamics, team building, communications, leadership, change and conflict management. | |
| Be able to: -analyze the external and internal environment of the organization, identify its key elements and assess their impact on the organization; -use the laws and principles of organization theory when creating and operating organizational systems; -analyze the organizational structure and develop proposals for its improvement; -analyze communication processes in the organization and develop proposals to improve their efficiency; -diagnose organizational culture, identify its strengths and weaknesses, develop proposals for its improvement; - organize team interaction to solve management problems. | ||
| Own: -instructions and regulations governing the creation and functioning of organizational systems; -methodology for constructing organizational and management models of an organization; -skills in developing and implementing new models of organizational behavior; -special economic terminology and vocabulary of this discipline. |
2. Indicators for assessing planned learning outcomes
| Semester | Grading scale | |||
| 1 semester | Does not know: -principles of development and patterns of functioning of the organization; -types of organizational structures, their main parameters and principles of their design; - main types and procedures of intra-organizational control; -types of organizational culture and methods of its formation; -models of behavior of economic agents; -modern theories and concepts of behavior at various levels of the organization; - basic theories and concepts of interaction between people in an organization, including issues of motivation, group dynamics, team building, communications, leadership, change and conflict management. Does not know how to: -analyze the external and internal environment of the organization, identify its key elements and assess their impact on the organization; -use the laws and principles of organization theory in the creation and functioning of organizational systems; -analyze the organizational structure and develop proposals for its improvement; -analyze communication processes in the organization and develop proposals to improve their efficiency; -diagnose organizational culture, identify its strengths and weaknesses, develop proposals for its improvement; - organize team interaction to solve management problems. Does not own: -instructions and regulations governing the creation and functioning of organizational systems; -methodology for constructing organizational and management models of an organization; -skills in developing and implementing new models of organizational behavior; -special economic terminology and vocabulary of this discipline. | Knows: -some principles of development and patterns of functioning of an organization; -some types of organizational structures, their main parameters; - main types of intra-organizational control; -some types of organizational culture; -some theories and concepts of interaction between people in an organization, including issues of motivation, group dynamics, team building, communications, leadership, change and conflict management. Able to: -analyze some factors of external and internal environment organizations and assess their impact on the organization; -use some laws and principles of organization theory in the creation and operation of organizational systems; -analyze some organizational structures and develop proposals for their improvement; -analyze some communication processes in the organization and develop proposals to improve their efficiency; -diagnose some elements of organizational culture, identify their strengths and weaknesses, and develop proposals for their improvement. Owns: -some instructions and provisions regulating the creation and functioning of organizational systems; -special economic terminology and vocabulary of this discipline. | Knows: -principles of development and some patterns of functioning of an organization; -types of organizational structures, their main parameters; - main types and procedures of intra-organizational control; -types of organizational culture and methods of its formation; -models of behavior of economic agents; -modern theories and concepts of behavior at various levels of the organization; -some theories and concepts of interaction between people in an organization, including issues of motivation, group dynamics, team building, communications, leadership, change and conflict management. Able to: -analyze the external and internal environment of the organization, identify its key elements and assess their impact on the organization; -use some laws and principles of organization theory in the creation and operation of organizational systems; -analyze the organizational structure and develop proposals for its improvement; -analyze some communication processes in the organization and develop proposals to improve their efficiency; -diagnose organizational culture, identify its strengths and weaknesses, develop proposals for its improvement; - organize group interaction to solve management problems. Owns: -instructions and regulations governing the creation and functioning of organizational systems; -methodology for constructing organizational and management models of an organization; -some skills in developing and implementing new models of organizational behavior; -special economic terminology and vocabulary of this discipline. | Knows: -principles of development and patterns of functioning of an organization; -types of organizational structures, their main parameters and principles of their design; - main types and procedures of intra-organizational control; -types of organizational culture and methods of its formation; -models of behavior of economic agents; -modern theories and concepts of behavior at various levels of the organization; - basic theories and concepts of interaction between people in an organization, including issues of motivation, group dynamics, team building, communications, leadership, change and conflict management. Able to: -analyze the external and internal environment of the organization, identify its key elements and assess their impact on the organization; -use the laws and principles of organization theory in the creation and operation of organizational systems; -analyze the organizational structure and develop proposals for its improvement; -analyze communication processes in the organization and develop proposals to improve their efficiency; -diagnose organizational culture, identify its strengths and weaknesses, develop proposals for its improvement; - organize team interaction to solve management problems. Owns: -instructions and regulations governing the creation and functioning of organizational systems; -methodology for constructing organizational and management models of an organization; -skills in developing and implementing new models of organizational behavior; -special economic terminology and vocabulary of this discipline. |
Evaluation tools
Tasks for current monitoring
1) Examples of Case Problems for independent extracurricular work
Read the situation and answer the questions.
The situation allows us to understand how organizations must effectively adapt to the market.
Criteria for assessing each situation of each situation: completeness, correctness and reasoning of answers to questions - 0-4 points.
Report, abstract
Evaluation criteria: completeness of theoretical analysis of a certain scientific, educational topic, clarity of argumentation of one’s position, ability to answer questions posed on the topic of the report, abstract (score – 0-5 points)
Topics of reports, abstracts
1. Organization as a socio-economic system
2. Systematic approach to organization analysis
3. Classification of organizations according to the way they interact with people
4. Structural schemes of property management in Russia
5. Application of the law of synergy in team building
6. Laws of organization and their interaction
7. Static and dynamic state of the organization
8. Rationalization of management and labor in the organization
9. Design of the organizational structure of the organization
10. Prospects for the development of organizational structures
11. Institutional system for managing organizations
12. Assessing the effectiveness of organizational systems
13. Theories of human behavior in organizations.
14. Individual behavior in an organization, its characteristics.
15. Personality and organization.
16. Personality and work.
17. The process of formation and development of personality.
18. Concept and types of organization.
19. Effectiveness of the organization.
20. Laws and effects of perception.
21. The role of attribution in the formation of effective individual behavior in an organization.
22. Employee motivation and organizational performance.
23. The mechanism and effectiveness of motivation.
24. Employee remuneration systems in the organization.
25. Design of work and motivation of workers.
26. Application of reinforcement theory in the formation of the required behavior of employees.
27. Quality of working life and employee motivation.
28. Conflict management in the organization.
29. Formation of group behavior in the organization.
30. Types of teams in an organization.
31. Conditions and factors for the effectiveness of group work.
32. Advantages and disadvantages of working in teams.
33. Intergroup behavior and conflict management.
34. Analysis of the organization's management structure.
35. Mechanistic and organic models of organizational design.
36. Analysis of social partnership in an organization.
37. Analysis of the quality of working life in the organization.
38. The influence of management structure on individual and group behavior of workers.
39. The possibility of applying in practice the conceptual model of the characteristics of the works of R. Hackman and G. Oldham.
40. Leadership in the organization.
41. The concept of leadership styles by Vroom - Yetton.
42. Comparative analysis of situational models of leadership.
43. New theories of leadership.
44. Communicative behavior in the organization.
45. Nonverbal communications.
46. Management of communications in the organization.
47. Formation of effective communication styles in the organization.
48. Management of organizational behavior.
49. Features of the behavior of an organization at various stages of the life cycle.
50. Corporate culture and organizational behavior.
51. Classification of corporate cultures.
52. The influence of organizational culture on the company's personnel.
53. The influence of corporate culture on innovative activity organizations.
54. Formation, maintenance and change of corporate culture.
55. Prospects for the development of corporate culture in Russia.
56. Formation and management of the organization’s reputation.
57. Model of planned changes in the organization.
58. Management of innovations in the organization.
59. Reasons and forms of manifestation of employee resistance to changes in the organization.
60. The concept of a learning organization.
61. Concept of organizational development.
62. Managing individual stress in an organization.
63. Socialization of the individual in the organization.
64. Arguments for and against socialization.
65. Deviant behavior in the organization.
66. Employee career management.
67. Formation of individual behavior in an organization.
68. Behavioral marketing.
69. Organizational behavior in international business.
Tests
Final testing
to the discipline "Organization Theory and Organizational Behavior"
Choose the correct answers.
Criteria for assessing student responses:
less than 20% of correct answers correspond to an unsatisfactory grade – 0 points;
from 21 to 49% - 3 points
from 50 to 65% – 7 points;
from 66 to 80% – 12 points;
over 80% – 15 points.
1. The elements of the control system are: ... .
A. Organizational structure
B. Management documentation
B. Personnel structure
D. Non-current assets
2. Sociotechnical systems are:
A. People involved in the production process;
B. Organization staff;
B. Computer controlled machines;
G. Computer systems, replacing a certain number of workers.
3. Main types of integrated structures:
A. Corporation;
B. Financial and industrial group;
D. Limited liability company.
4. Name the sources of integration in management.
A. Mission and goals of the organization.
B. Decision-making system.
B. Organizational values.
D. Norms, rules, principles.
D. Result of activity.
E. Management structure.
G. Operational efficiency.
5. What is the purpose of managing an organization?
A. Achievement by the organization of the final result.
B. Creation necessary conditions for team collaboration.
B. Harmonization, coordination joint activities people.
D. Desired state of the controlled system.
D. Achievement by the organization of the ultimate goal.
6. The criterion for management effectiveness is:
A. The degree to which the organization's goals are achieved.
B. The ratio of required and actual resource consumption.
B. Increasing the number of products and services produced.
D. Increasing employee working hours.
D. Long-term survival.
7. Level of management at which managers are responsible for achieving tactical goals:
A. Supreme.
B. Average.
B. Inferior.
8. Short-term criteria for the organization’s effectiveness are:
A. Organizational flexibility;
B. High staff satisfaction;
B. Dedication of employees;
D. Competitiveness of the organization;
D. Availability of a development strategy;
E. Strong organizational culture.
9. Management principles that meet the modern understanding of the role and capabilities of a person in an organization (company):
A. Division of labor;
B. Stability of personnel;
B. Decentralization of management;
D. Delegation of powers;
D. Trust in people.
10. Sources for increasing the efficiency of the organization’s activities are:
A. Improving the climate in the team;
B. Improving the organizational structure;
B. Long-term survival;
D. High quality products.
11.The fundamental laws of the organization include the law:
A. Proportionality.
B. Synergies.
B. Unity of analysis and synthesis.
G. Development.
D. Self-preservation.
E. Composition and proportionality.
12.The properties that characterize the essence of the system are:
A. Each part of the system has its own purpose from the point of view of the goal towards which the activity of the whole is aimed.
B. The whole is primary, and the parts are secondary.
B. The parts form an inseparable whole such that an effect on any of them affects all the others.
D. Complexity.
D. The system forms a special unity with the external environment.
13. Properties characterizing the structure of the system are:
A. Complexity.
B. A system is a complex of interconnected elements.
B. Emergence.
D. System elements act as lower order systems.
D. Uncertainty of economic activity.
14. Properties characterizing the functioning and development of the system are:
A. Any system is an element of a higher order system.
B. Focus.
B. Efficiency.
D. Equifinality.
D. Variability.
15.The general principles of the organization are:
A. Division of labor.
B. Discipline.
B. Providing independence.
D. Customer orientation.
D. Corporate spirit.
E. Partnership.
16.What is the reason for the uncertainty of the external environment?
A. With the number and variety of external factors.
B. With the amount of information and its reliability.
B. With the rate of change in the environment.
D. With the unpredictability of government influence on the economy.
17.Indicate the factors of the internal environment of the organization.
A. Consumers.
B. Technology.
B. Control apparatus.
D. Enterprise personnel.
D. Suppliers.
E. Organizational structure.
H. Organizational culture.
I. Trade Union.
18.What type of corporate culture is most suitable for an organization where quick feedback from the external environment is necessary, and decision-making is characterized by very high risks?
A. "Club".
B. "Fortress".
B. "Baseball team."
G. "School".
19.The main principles of the new paradigm of thinking and behavior that should be included in the corporate culture are:
A. Regulation of the activities of suppliers and sellers;
B.Self-management and employee culture;
B. Communication with the consumer;
D.Culture oriented towards change;
D. Vertical downward communications;
E. All answers are correct.
20.Organizational behavior is a multi-discipline that:
A. Analyzes the behavior of individuals in order to form high quality working life;
B. Focused on the performance of people, groups, and the organization as a whole;
B. Analyzes and shapes the behavior of individuals, groups, organizations, taking into account the influence of the external environment;
G. Forms social norms regulating labor activity in the organization.
21. Methods for studying OP are:
A. Testing;
B. Experiment;
B. Group analysis of the situation;
D. Interviewing;
D. Study job descriptions;
E. "Devil's Advocate."
22.In new models of organizational behavior the following ideas are embodied:
A. Improving the quality of working life;
B. Administrative control;
B. Clear division of labor;
D. Participatory management;
D. Focus on meeting the needs of workers for safety and security.
23.Types of organizations are:
A. Participatory organizations;
B. Organizations that have rational boundaries;
G. Edhocratic;
D. Mechanistic.
24. The properties of perception are:
A. Imagery;
B. Motivation;
B. Apperception;
G. Conviction;
D. Contextuality.
25. External factors influencing the process of perception:
A. Novelty and recognition;
B. Perceptual expectations;
B. Self-concept;
D. Repeatability;
D. Life and professional experience.
26. “The effect of physiognomic reduction” is that:
A. The general favorable impression of a person is transferred to the assessment of his unknown traits;
B. People who are more physically attractive are rated as more attractive overall;
B. Conclusions about a person’s internal psychological characteristics are made based on his appearance;
D. Non-existent virtues are attributed to a person;
D. One’s own qualities are projected onto people.
27. The fundamental attribution error is:
A. An arbitrary combination of any two personality traits as necessarily accompanying each other;
B. Ignoring situational reasons for people’s actions and their results in favor of dispositional (personal) ones;
B. Overestimation of the typicality of one’s behavior, expressed in the fact that the observer considers his point of view to be the only correct one.
28.People tend to explain their successes and the failures of other people by situational attribution.
B. Incorrect.
29.Important personal characteristics, affecting the performance of work are:
A. Achievement orientation;
B. Learning ability;
B. Self-esteem;
A.K. Levin.
B. K. Argyris.
W. K. Alderfer.
G. S. Adams.
31.The most important attitudes in the organization are:
A. Work involvement;
B. Openness of consciousness to new experiences;
B. Responsibility and activity;
D. Job satisfaction;
D. Commitment to the organization;
E. Cooperation.
32.The main factors influencing job satisfaction are:
A. The work itself;
B. Opportunities for promotion;
B. High self-esteem;
G.Size wages.
33.Indicate the characteristics of the organization's function.
A. Definition of strengths and weaknesses enterprises.
B. Resource allocation.
B. Creation of information networks.
D. Assessment of trends in the development of the external environment.
D. Studying the needs of employees.
E. Definition of duties of officials.
G. Development of standards and work criteria.
H. Construction of the enterprise structure.
I. Determination of subordination of powers.
34. The following factors influence the design of the organization’s structure:
A. External environment.
B. Qualification of workers.
B. Division of labor and cooperation in the organization.
D. Scale of manageability and control.
D. Strategy.
E. Staff motivation.
G. Existing technology.
H. Distribution of rights and responsibilities between managers and subordinates.
35.Which of the listed structures are the most flexible, adaptive, organic?
A. Functional.
B. Matrix.
B. Grocery.
G. Linear.
D. Design.
E. Headquarters.
G. Customer-oriented structure.
Z. Network.
36.What are the advantages of divisional structures?
A. Ensure unity of leadership.
B. Distinguish between strategic and operational management.
B. They solve the problem of diversification.
D. Reduce management costs.
D. Eliminate duplication of functions.
E. Orient the organization towards the final result.
G. Make employees participants in decision making.
37. Logistics service manufacturing company V organizational structure management has... powers.
A. Linear.
B. Advisory.
38. The mechanistic type of organization is characterized by:
A. Informal relationships in the team.
B. Narrow specialization in work.
B. A clearly defined hierarchy.
G. Quick solution problems within the competence of one functional service.
39.The organic type of organization is characterized by:
A. Clear rules.
B. Focus on price competition.
IN. Constant shift leaders depending on the problems being solved.
D. Process approach to problem solving.
40. The conditions for designing mechanistic type organizations are:
A. Work is difficult to measure.
B. Tasks can be divided.
B. Tasks do not have clear boundaries.
D. Low level of uncertainty in the external environment.
41.The conditions for designing organic type organizations are:
A. Simple problems.
B. Uncertainty of goals.
B. Stability of the environment.
42.List the signs of an optimal structure:
A. Small units with highly qualified personnel.
B. A small number of levels of management.
B. Customer focus.
D. Quick response to changes.
D. High productivity.
E. Low costs.
1. All answers are correct.
2. Answers A, B, C, D are correct.
3. Answers D, E are correct.
A. Ensuring financial stability.
B. Making a profit.
B. Company philosophy.
D. Satisfying public needs.
44.Strategic goals:
A. Increasing market share to 30% by 2015.
B. Improving the company's image.
B. Increase in stock price.
G. More rapid growth cash receipts.
D. Improving product quality (100% customer satisfaction).
45. Communications in an organization are:
A. Feedback in the control system;
B. Information communications system;
B. Exchange of information in the process of joint activities;
D. The set of organizational connections in the system of joint activities of people.
46.Indicate the greatest barrier to upward communication.
A. Different perceptions.
B. Inability to listen.
B. Selecting the wrong channels.
D. Nonverbal barriers.
D. Emotions.
E. Differences in status and power.
G. Inconsistency of communication networks with the assigned tasks.
H. Semantic barriers.
47. Oral communications will be preferable if the message is complex, ambiguous, or personal.
A. Yes. B. No.
48.Perception is more important for a complex, ambiguous message than for a routine, simple one.
A. Yes. B. No.
49. For a manager, a more important communication skill is the ability to clearly formulate one’s thoughts, requirements, tasks, rather than the ability to listen.
A. Yes. B. No.
50.To perform a new creative work a “circle” communication network would be more suitable.
A. Yes. B. No.
51.External rewards are.
A. Promotion.
B. Significance of the work.
B. Personal account.
D. Expanding independence at work.
D. Salary.
E. Praise.
52.Motivating factors in F. Herzberg’s theory do not affect the level of job satisfaction.
A. Yes. B. No.
53.What do people take into account when assessing the fairness of their reward?
A. The amount of wages.
B. Compliance of wages with the effort expended.
B. The relationship between assessments of one’s own actions and the actions of other people.
D. Correspondence between costs and results of your work.
54.An important conclusion from the theory of justice is that people are guided by comprehensive assessment rewards.
A. Yes. B. No.
55.A person may feel dissatisfied when he receives a reward that is high in relation to labor costs.
A. Yes. B. No.
56.Which motivation factors give the greatest effect in limited conditions? economic resources?
A. Creating a good moral and psychological climate in the organization;
B. Implementation of leadership resources;
B. Creation of a flexible and fair remuneration system;
D. Formation of the system career growth;
D. Coordination of remuneration with organizational conditions of socio-psychological expectations.
57.The main management methods are:
A. Social and psychological.
B. Economic.
B. Participative.
G. Administrative.
D. Liberal.
58.Organizational and administrative management methods are directly or indirectly aimed at increasing the creative activity and initiative of the employee.
A. Yes. B. No.
59.The main immediate result of motivation is:
A. Management style.
B.Level of work of the organization.
B.Long term survival.
B. The degree to which the organization’s goals are achieved.
D. The nature of organizational behavior of employees.
60.What models of employee behavior are most acceptable for the organization?
A. Maximum income with minimum effort.
B. Maximum income with maximum effort.
B. Minimum income with minimum effort.
D. Maximum self-development with maximum effort.
61.What forms of power promote greater cooperation on the part of subordinates?
A. Remuneration.
B. Participation.
B. Expert power.
D. Legitimate authority.
D. Belief.
E. The power of information.
J. Charisma.
H. Coercion.
62.The main levers of influence of the manager on the staff:
A. Security.
B. Remuneration.
B. Career.
D. Profitable business trips.
D. Job security.
E. vacation in the summer.
63.The main levers of influence of personnel on the manager:
A. Availability of information required by the manager.
D. Possibility of complaints about management to higher authorities.
D. Absence from work.
64.Does an autocratic management style succeed with highly educated, cohesive employees?
A. Yes. B. No. B. In certain situations.
65.Which management style is most effective?
A. Democratic.
B. Liberal.
B. People-oriented.
D. Autocratic.
D. Task-oriented.
E. All previous answers are incorrect.
66.According to Rancis Likert, a consultative democratic leadership style involves...
A. Group decision making.
B. Acceptance important decisions leader without the participation of subordinates.
B. Making important decisions “at the top” and delegating majority decisions concrete solutions subordinates.
D. Friendly and trusting relationships between management and subordinates.
67. Situational factors in F. Fiedler’s leadership model are
A. Requirements and influences from the external environment;
B. Personal qualities of subordinates;
B. Problem structure;
D. The importance of the quality of the decision;
D. Official powers manager;
E. Maturity of subordinates;
G. Relationships “manager - subordinate”.
68.The Hersey and Blanchard leadership model assumes maturity...
A. Leader.
B. Manuals.
B. Consumers.
G. Personnel.
69.According to the Vroom-Yetton model, a consultative leadership style involves:
A. Group decision making.
B. Making important decisions by the manager based on information received from subordinates.
B. Presenting the problem individually to those subordinates who are concerned and listening to their ideas and suggestions.
D. Making important decisions “at the top” and delegating most specific decisions to subordinates.
D. Presenting the problem to the group and listening to its ideas and suggestions.
70.The individual style of a manager is determined by:
A. The degree of freedom in making decisions for subordinates;
B. The choice of management methods;
B. Education;
D. Work experience;
A. In case of fire;
B. When developing an innovation project;
B. In case of constant violation of labor discipline;
D. Under no circumstances.
72.What two leadership qualities are most important for a corporation that operates in an uncertain, dynamic environment and has a highly skilled and dedicated workforce?
A. Aggressiveness.
B. Initiative.
B. Responsibility.
D. Self-confidence.
D. Perseverance.
E. Decisiveness.
G. Attention to people.
Z. Energy.
I. Ability to work in a team.
K. Insight.
L. Performance.
M. Balance.
73.Name the reasons for the emergence of informal groups.
A. Resistance to change.
B. Sense of belonging.
B. Mutual protection.
D. Achieving certain goals.
D. Exercising social control.
74.The effectiveness of the work of groups is not affected by the following characteristics: size, composition, roles of its members.
A. Yes. B. No.
75. In an effective team, team members perform only goal-oriented roles.
A. Yes. B. No.
76.Name certain stages of group development.
A. Achieving cohesion.
B. Disbandment.
B. Setting standards.
D. Achieving goals.
D. The emergence of an informal leader.
E. Conflict resolution.
G. Operation.
H. Stage of disagreement.
I. Team building.
77.The advantages of teams are:
A. Redistribution of power.
B. Increase in labor effort.
B. Increased member satisfaction.
D. Expansion of work skills and knowledge.
D. Reducing efforts to coordinate the actions of its members.
E. The impossibility of social dependency.
G. Greater flexibility in work.
78.The criteria for the effectiveness of group work are:
A. Achieving group goals.
B. Creating conditions for the free expression of different points of view.
B. Separation in time of the processes of generating ideas and their evaluation.
D. Satisfaction of group members with their work.
D. Individual development of group members.
79.Japanese managers do not encourage competition between individual group members.
A. Yes. B. No.
80.The positive reputation of an organization is considered as a premium to the price that the buyer pays in anticipation of future benefits.
A. Yes. B. No.
81. If an individual takes a position different from the position of his group, then the resulting conflict is:
A. Interpersonal;
B. Intergroup;
B. Intrapersonal;
D. Between the individual and the group.
82.What, in your opinion, are pedagogical methods of conflict resolution?
A. Persuasion;
B. Request;
V. Conversation;
D. Court decision.
83. The causes of stress can be:
A. Transfer to another job;
B. Poor physical working conditions;
B. Expansion of the scope of work;
D. All answers are correct
D. All answers are incorrect
84. The role of stress:
A. Positive;
B. Negative;
B. Neutral;
G. Ambiguous;
85.What is the name of a conflict in which two managers present a claim to an employee?
Course of lectures “ORGANIZATIONAL BEHAVIOR”
Topic 1. Fundamentals of organizational behavior (Lectures 1-5).
Lecture 1. Dynamics of individuals and organizations.
1. The essence, subject and methods of organizational behavior.
2. Scientific approaches to organizational behavior.
Essence, subject and methods of organizational behavior. Organizational behavior.
Behavior- this is a set of actions characteristic in certain conditions for a certain person.
Action- this is a one-time contact with the outside world, the subject’s exit into the outside world. Professional actions in an organization constitute overall professional behavior, or activities. Organizational behavior manifests itself in actions (technological, creative, etc.); relationships towards oneself, colleagues, management, organization, etc.
Therefore, discipline organizational behavior studies the behavior of individuals, groups, and organizations with the goal of understanding, predicting, and improving individual job performance and the functioning of organizations.
Thus Organizational behavior is considering three levels behavior: personal, group, organizational .
Psychological aspects are widely considered in organizational behavior.
Knowledge of the basics of organizational behavior allows you to describe the behavior of personnel, explain the reasons for their actions, predict behavior, and accordingly, manage it in the organization, as well as more fully reveal the potential of the organization’s personnel.
Factors that determine certain organizational behavior:
1) personal parameters of an employee of the organization: socio-psychological qualities of the individual;
2) parameters of the organization: organizational and technical parameters, working conditions, style and methods of management;
3) parameters of the external environment: laws, culture, morality.
The main forces that determine organizational behavior are organization, incentives, group, control.
Peculiarities organizational behavior is determined by four groups of changes: human capital, customer expectations, organizations, management processes.
One of the features of organizational behavior in modern Russia is to increase the effectiveness of interpersonal relationships.
Psychological structure organizations are informal (unofficial) connections and relationships that do not have regulated legal requirements. They develop between employees in the course of their activities under the influence of a coincidence of interests, opinions and views on various issues, mutual sympathy and trust, common hobbies (sports, hunting, music, etc.).
Warp organizational behavior - the use of socio-psychological management methods aimed at managing the socio-psychological processes occurring in the team in order to influence them in the interests of achieving the goals set for the organization.
Ways to implement social impact:
targeted formation of the organization’s personnel;
moral stimulation of workers;
using methods to manage individual behavior;
implementation of collective activities of workers and the use of their social activity.
Methods of psychological influence:
use of methods of psychological motivation (motivation);
accounting individual characteristics employees (temperament, character, abilities, personality orientation, human needs);
taking into account the psychological aspects of human activity (attention, emotions, will, speech, skills).
Scientific approaches to organizational behavior.
Organizational behavior as a scientific field is based on two directions: the school of human relations, the concept of behavioral sciences.
Its main elements are the cognitive approach, the behaviorist approach, and the social learning approach.
Cognitive(cognitive - from the French “understand”, “realize”) approach- a direction in psychology based on the recognition of the primacy of human mental activity.
Behaviorism(from English “behavior”) - a direction in American psychology in which human behavior is understood as physiological reactions to stimuli.
Social learning theory combines and integrates behavioral and cognitive concepts. She claims: learning is possible based on imitation, self-control and taking into account such a personality parameter as self-efficacy.
Self-efficacy- this is an individual’s perception of how capable he is of coping with problems as they arise, and the individual’s desire to realize his capabilities.
In addition, the following approaches to the study of organizational behavior are used: an approach that involves the accumulation of life and managerial experience; an approach related to the acquisition of theoretical knowledge and practical skills; psychological approach; motivational approach.
Basic theoretical approaches. ABOUT draws on fundamental concepts about the nature of humans and organizations. We will rely on the main theoretical approaches: on human resources , situation, results and systems.
Focus on human resources. P assumes analysis personal growth and the development of individuals, their achievement of ever higher levels of competence, creative activity and performance, since a person is the main resource of an organization and society. Traditional approach to management assumes that the decision about the goal is made by the manager, who strictly controls the execution of the task by the employee, i.e. directive and controlling nature. Oriented the human resources approach is supportive. It is assumed that the task of management is to provide opportunities for improving the skills of employees, increasing their sense of responsibility, and creating an atmosphere conducive to increasing their contribution to achieving the goals of the organization.
Human nature. It is customary to distinguish six basic concepts that characterize any individual: individual characteristics, perception, integrity of personality, motivation of behavior, desire for complicity and personal value.
INDIVIDUAL FEATURES . People have a lot in common, but each individual differs from other people in a million characteristics. The presence of individual characteristics predetermines the fact that the most effective motivation of employees presupposes a specific approach of the manager to each of them. The principle of the uniqueness of each person is usually called the law of individual characteristics.
PERCEIVE E. Each of us individually perceives what is happening around us80
events. The reasons that determine employees’ different perceptions of the “world of work” are different. We are dealing with the so-called process of selective perception, when a person’s attention is attracted primarily by those features of the work environment that are consistent with or reinforce his individual expectations.
Managers must learn to analyze the characteristics of employees’ perceptions, their emotionality and find an individual approach to each employee.
INTEGRITY OF PERSONALITY . Each of us is a complete human being. The implementation of the OP assumes that the administration of the organization needs not just qualified employees, but developed personalities. Our work activity largely determines our individual traits, which means that managers should think about the impact of work on the individual as a whole.
MOTIVATED BEHAVIOR . One of the main principles of psychology states that normal human behavior is formed under the influence of certain factors that may be associated with the needs of the individual and/or the consequences of his actions.
Employee motivation- a mandatory attribute of any organization. Regardless of the technologies and equipment at its disposal, these resources cannot be used until the labor of pre-motivated people is applied to them.
VALUE OF PERSONALITY . Today, the high value of qualifications and abilities, opportunities for self-development of each employee are in fashion.
The nature of organizations. The foundation of the organizational concept is formed by the proposition that organizations are social systems.
SOCIAL SYSTEMS. One of them is the formal (official) social system, the other is the informal one. The social system assumes that the organization's environment is subject to dynamic changes, all its elements are interdependent and each of them is influenced by any other element.
Systematic approach to organization and management is a way of thinking, gives a holistic view of the system based on its interaction with the external environment, is a way of interconnecting individual components into a single composition.
Situational approach. Using a situational approach involves addressing an expanded range of scientific disciplines, being systematic and research-oriented. Thus, it promotes the practical application of all knowledge about the behavior of people in organizations available in the “arsenal” of managers.
Results-oriented. Each organization strives to produce specific products or achieve certain results. The key factors for the success of an organization are in two areas - external and internal. The dominant goal for many is results orientation. Concept productivity.
Lecture 2. Models of organizational behavior
Let's consider four models of OP, developed on the basis of different theories of human behavior and used in different historical periods: authoritarian, protective, supportive and collegial.
AUTHORITARIAN MODEL. The authoritarian, power-based OP model dominated the Industrial Revolution. In order to demand from a subordinate “you must do this - or...”, the manager must have the appropriate authority to impose penalties on an employee who does not obey orders.
Under certain conditions, the authoritarian model demonstrates high efficiency; it should not be completely abandoned. The authoritarian model was assessed as acceptable in the absence of alternative approaches and is still adequate under certain conditions (for example, for an organization in crisis).
MODEL OF GUARDIANESS. At the end of the nineteenth and beginning of the twentieth centuries. Some companies have begun to implement social security programs. The OP guardianship model was born. The success of the guardianship model depends on economic resources.
Guardianship leads to increased dependence of the employee on the organization. The employee feels that his weekly earnings depend on his immediate superior, understanding that his safety and well-being largely depend on the organization.
The guardianship model assumes that company employees are constantly indoctrinated with thoughts about economic incentives and benefits and, as a result of this kind of psychological conditioning, they feel quite satisfied with life. However, the feeling of satisfaction is by no means a strong incentive; it causes passive cooperation. Therefore, the effectiveness of the guardianship model is only slightly superior to the performance indicators achieved with an authoritarian approach. The good thing about the guardianship model is that it gives the worker a sense of security, and yet it is only the basis for moving on to the next step.
SUPPORT MODEL. The supportive model of OP is based on the “principle of supportive relationships.” Supportive behavior does not require significant monetary resources. We are talking, rather, about the style of behavior of the organization's management, which is manifested in the way managers treat people. The role of a manager is to help employees solve problems and complete work assignments. The supportive OP model is particularly effective in countries with high levels of prosperity because it meets the desire of workers to satisfy a wide range of needs.
COLLEGIUM MODEL. The collegiate model is further development supporting model of the OP. The term collegial refers to a group of people striving to achieve a common goal. The success of the collegial model is determined by the possibility of forming (under the guidance of management) among employees a sense of partnership, a sense of their necessity and usefulness.
The feeling of partnership comes in different ways. Some organizations are eliminating designated parking spaces for senior executives, others are banning the use of words like “boss” and “subordinate” because they believe they separate managers from other employees, others are eliminating clock-in registrations and forming “event management committees.” leisure activities pay for tourist trips for employees or require managers to make weekly “outings to the people.” All these activities contribute to the formation of a partnership atmosphere in the organization, where each employee makes the maximum contribution to achieving common goals and appreciates the efforts of his colleagues.
The management of such an organization is focused on teamwork, when the leader is treated as a coach who creates a winning team. The employee's reaction to such a situation is a sense of responsibility when work order is performed at a high level not because the manager ordered it, and not under threat of punishment, but because the employee feels a sense of duty to achieve the highest quality.
SITUATIONAL APPLICATION OF MODELS. Although one model usually prevails at one time or another, there are still opportunities to use others. Managers have different knowledge and different skills; The role expectations of employees also differ, determined by the cultural context and historical characteristics. The policies and cultures of organizations vary, but most importantly, the characteristics of their production processes. Some types of work require routine, unskilled, strictly programmed labor, are strictly controlled by management, and their implementation is guaranteed primarily by material rewards and a sense of security (the conditions of the authoritarian and guardianship model). Intellectual types of work that cannot be regulated require teamwork and self-motivated employees. Workers in this type of work respond most responsively to supportive and collegial approaches.
Lectures 3-4. Communicative behavior in an organization.
1. Two-way communication process.
2. Communication barriers and communication symbols.
Two-way communication process.
Communication process is contact, communication for the purpose of exchanging ideas, opinions and information, verbally or in writing, using symbols or actions.
Main goal communication process - ensuring that the recipient understands the information message.
Communication in the organization- this is an exchange of information on the basis of which the manager receives the information necessary for making decisions and conveys this decision to the executors. That is, about organizational communications– these are specific processes through which the movement and exchange of information occurs within the organization.
Information exchange is built into all major types of management activities (management functions). Therefore communications are called connecting process.
Types of information exchange:
a) between the company and the external environment;
b) between the hierarchical levels of management of the company (vertically);
c) between divisions of the same level (horizontally);
d) between the manager and subordinates (accounts for 2/3 of the total volume);
e) informally between company employees (rumours, the level of accuracy of which can be quite high).
To exchange information, a company uses various means: business conversations, discussions, meetings, telephone conversations, meetings, memos, reports, certificates and similar documentation circulating within the company, which is often a response to opportunities or problems created by the external environment.
Communications must: be carried out at the right time (in a timely manner), be reliable (words and deeds should not diverge), be sufficiently complete (excessive communications are harmful).
Effective managers are people who are effective in business communication. They understand the essence of the communication process, have developed oral and written communication skills, and understand how the environment affects the exchange of information.
Effective communications mean that the meaning intended by the source of the message and the meaning perceived by the recipient are essentially the same.
If communications are poorly established, then decisions may turn out to be erroneous, people may misunderstand what management wants from them, and finally, interpersonal relationships may suffer from this.
Types of communications by subject and means in the organization they distinguish: interpersonal, communications using technical means, communications using information technology.
There are different types of communicative behavior: written - oral, official - informal, indirect (indirect) - immediate (direct).
Let's consider two-way communication process. The two-way communication process is the method by which the sender's message reaches the recipient.
The main elements of the communication process are the sender, the message, the channel and the receiver. Any individual (employee) who has certain ideas, intentions, information and purpose of communication is a sender. The information that the sender transmits to the desired recipient is formed as a result of encoding, there is a message. The individual who perceives the sender's message is the recipient. Communication channel is the path along which the message is transmitted.
The communication process includes eight steps.
THE BIRTH OF AN IDEA. Step 1- the birth of an idea that I would like to convey to the recipient; without it, the message itself cannot exist.
CODING. On second step the idea is encrypted (converted into a form convenient for transmission) using suitable words, diagrams, and other symbols used to convey information. At this stage, the sender determines the method of transmission, the most adequate order of words and symbols.
BROADCAST. Step 3. After determining the form of the message, it is transmitted. The sender selects a communication channel and transmits the message, taking into account the time factor.
RECEIPT. Step 4. Making a transmission allows the recipient to receive the message. At this stage, the initiative passes to the recipient, who must tune in to perceive the message. If it is a verbal message, the recipient must be a good listener. In cases where the addressee is not ready to receive the message, its content is largely lost.
DECODING. Step 5. The process of turning a message into a meaningful form is called decoding. The sender strives to ensure that the recipient adequately perceives the message exactly as it was sent.
For example, if the sender “transmits a square, and after decoding it turns out to be a circle, the message has been received, but understanding has not been achieved.”
Understanding can only be realized in the mind of the recipient. The communicator can force the other party to listen to his message, but does not have the ability to force him to understand it. Understanding the message received is the exclusive prerogative of the recipient. Communication cannot be considered successfully completed until understanding has arisen, a process known as “getting the message across.”
ACCEPTANCE. Step 6. Once the recipient has received and decrypted the message, he can accept or reject it. The sender, of course, would like the addressee to accept the message and respond adequately to it, but acceptance is a matter of choice and inclination; so it is the recipient who determines whether to accept the message in whole or in part. USAGE. Step 7- use of information by the recipient, who may not respond to the message; complete the task as directed; save the information for the future or do something else. This step is decisive and depends, first of all, on the recipient.
FEEDBACK (step 8) is a message sent by the recipient (receiver) back to the sender. It reflects how a person feels about something said or done by another. Demonstrating a reaction to a received message is feedback.
Feedback characteristics: intent, specificity, descriptiveness, usefulness, timeliness, readiness, clarity, reliability, constructiveness, clarity of expression, understandability to the recipient.
Types of communications in an organization classified by the following signs: by the subject and means of communication, by the form and channels of communication, by the direction of communication, by the spatial arrangement of channels.
According to the form of communication, types of communications in the organization they distinguish: verbal (words), non-verbal (gestures).
By communication channels, types of communications in the organization distinguish between formal and informal.
According to organizational characteristics, types of communications in an organization are distinguished: vertical, horizontal and diagonal.
According to the direction of communication, types of communications in an organization are distinguished: downward and upward.
Communication carried out between people in face-to-face situations and in groups using words and non-verbal means of communication is interpersonal communications.
Factors influencing interpersonal communications: competence and compatibility, trust and status, feedback and sociocultural environment, expectations.
Communications carried out by employees of departments and divisions at various levels of the hierarchy are diagonal.
Communications aimed at coordinating and integrating the activities of employees of various departments and divisions at the same levels of the hierarchy to achieve the goals of the organization are horizontal.
Communication directed from the bottom up from subordinates to the manager is upward.
Communications directed from top to bottom from the manager to subordinates are downward vertical.
Complex problems are best solved by teams using a cross-channel communication network.
The prerequisites for an effective approach to communication in an organization are as follows. First, managers must develop a positive attitude towards communication; convince themselves that this is a critical part of their job. Secondly, it is necessary to work on obtaining information that will be of interest to employees. Third, managers must deliberately plan communications. Managers are also called upon to gain trust, which is the most important condition for communications of all types.
2. Communication barriers and communication symbols. Even if the recipient receives a message and makes an honest attempt to decode it, understanding may be limited by a number of interferences or barriers that may arise either in the physical environment or in the emotional realm of the person participating in the communication process.
Everything that distorts the communication process is called noise, i.e. This is any interference that disrupts the transmission of a message and interferes with the communication process. There are 6 sources of “noise”: 1) physical distortion; 2) semantic problems - poor choice of words or inappropriate use of them, as well as the use of mixed messages, and here it is necessary to apply KISS (keep it simple and concise) - the principle of communication; 3) mixed messages - occur in cases where words “say” one thing, and non-verbal signals mean another; 4)lack of feedback; 5) status effects - MUM - the effect is that people are unwilling to report bad news; 6) cultural differences.
Communication interference, obstacles, any interference in the communication process at any of its parts, distorting the meaning of the message, are barriers. Communication interference occurs depending on the following factors: organizational barriers, differences in status and reluctance to share information, cultural and time barriers, communication overload.
Communication obstacles that arise due to language differences between the sender and the recipient are language barriers. Communication obstacles that arise due to misunderstanding of the meaning of symbols used in communications are semantic barriers. Communication interference caused by the personal characteristics of the sender and/or recipient are personal barriers.
Communication interference that occurs in the material communication environment is a physical barrier.
SYMBOLS OF COMMUNICATION. There are three symbols of communication: words, actions, drawings. Communications carried out using speech as a coding system are verbal communications. Words are the main communicative symbol used in the labor process. The main problem with the use of words is their polysemy, due to the fact that we are trying to “reflect” the infinite complexity of the world using a limited number of words. Many words have completely different meanings. The complexity of the language increases when people with different levels of education, ethnic traditions or culture try to make contact.
Context allows you to clarify the meaning of words with the help of signals that a person receives from the external social environment. Social signals can carry both positive and negative information that influences the reactions of communication participants. Social include positions, clothing, or the meaning of words accepted in a particular region or ethnic group. Our susceptibility to the influence of such signals varies depending on the degree of credibility of the source, level of familiarity with the issue, the nature of the signal, and individual differences (such as cultural traditions). Prior knowledge of social cues is important because using certain words in an inappropriate context creates a semantic one that, like the real one, irritates our senses and negatively affects the accuracy of sensations.
DRAWINGS. Communication symbols also include drawings used to explain verbal messages - projects, work schedules, samples, diagrams, maps, visual aids in training programs, scale drawings, etc. Drawings can provide a powerful visual means of depicting (one time to see than to hear a hundred times"). However, to achieve maximum effectiveness, they must be combined with carefully chosen words and actions.
ACTION (NONVERBAL COMMUNICATION). The third type of communicative symbols is actions or nonverbal communication. Nonverbal communications are messages sent to the sender without using words as a coding system, using gestures, postures, facial expressions, looks, manners, and the like. Body language is an essential complement to verbal communication.
The expression of the interlocutor’s eyes, visual contact of the eyes, their movements, smiles, and eyebrow movements are very important in work situations.
Nonverbal signals can be either involuntary or intentional, which significantly complicates the communication process. Body language also includes physical touch, hand movements, leaning the body forward or backward, crossing arms or legs, heaving or yawning. Nonverbal cues are useful, but their interpretation is subjective and open to error.
Methods of communication between individuals are: reaction, facial expressions and gestures, listening.
Non-verbal means of communication include: kinesics, prosody and extralinguistics, proxemics and takesics.
Visually perceived movements of another person that perform an expressive-regulatory function in communication (expressive movements, visual contact) are kinesic means. Kinesics is the study of an interlocutor by his gestures, facial expressions, postures, gait, and views. Dynamic touches also stand out here: a handshake, a kiss, a pat.
Prosodic and extralinguistic (characteristics of voice and speech) features are: intonation, volume, timbre, speech rate, rhythm, diction, modulation, pitch, tonality, pauses.
Visual contact (gaze): direction, length of pause, frequency of contact.
The spatial structure of communication is identified, which includes: orientation and angle of communication between partners and distance.
In the process of communication, attraction techniques are used to convince the interlocutor of something.
Persuasion is carried out through information, evidence, explanation, refutation.
Communication is one of the ways to influence an interlocutor. The ability to influence other people, their behavior, relationships in various ways is called influence.
Features of communications in the organization.
External communications of the manager appear in relationships with: partners and suppliers. Internal communications of the manager appear in relationships with: employees subordinate by status, senior management and colleagues – managers and leading specialists.
The center of a leader’s communicative space is the position.
In addition, we can distinguish such processes in the organization as communication overload and communication needs.
1. COMMUNICATION OVERLOAD. Sometimes managers pass on huge amounts of information to employees until employees discover that having huge amounts of different kinds of data is not conducive to comprehension. This situation is called communicative overload, when the volume of communicative inputs significantly exceeds the capabilities of their real needs. The conditions for effective communication are time and quality of information.
2.COMMUNICATION NEEDS.
The communicative needs in an organization usually include: work instruction, feedback on performance results, news, social support. Let's consider each need separately.
WORKING INSTRUCTIONS. One of the communicative needs of employees of an organization is instruction regarding the performance of work tasks, which involves the formulation of instructions by managers within the framework of objective requirements. The consequences of inadequate work instructions are disastrous. Managers must match the communications they make to the nature of the work assignments they supervise.
FEEDBACK ON PERFORMANCE RESULTS. In addition, employees are in dire need of feedback from management regarding the results of completing work assignments. Sustained feedback allows them to evaluate the correctness of the chosen direction and track progress towards their own goals; it shows how interested other people are in the results of their activities. If positive indicators are achieved, feedback increases the employee’s self-esteem and his sense of his own competence. In general, performance feedback leads to both increased productivity and improved relationships between employees and managers.
NEWS. Downstream messages should be in the nature of operational news, and not belated confirmations of information received from other sources.
SOCIAL SUPPORT. The communicative needs of the organization’s employees also include social support, i.e. the individual’s desire to feel cared for and respected by others and to be highly appreciated. It does not matter whether such communications are carried out regarding the definition of work tasks, promotions or personal matters. In any case, employees feel an increased level of social support.
Ways to improve the exchange of information that a manager must learn to use in his daily activities.
1. The manager must evaluate the qualitative and quantitative aspects of his information needs and the needs of his subordinates and colleagues.
2. The manager must regulate the flow of information through personal meetings, conferences, etc.
3. The manager must check the awareness of his subordinates to determine awareness of the goals of their activities.
4. The manager must promote the publication of newsletters that contain information for all employees.
Lecture 4. Communicative behavior in an organization (Continued).
Formal communicative behavior in an organization.
2. Informal communicative behavior in the organization.
3. Business communication.
Formal communicative behavior in an organization.
The flow of messages from lower levels to upper levels is called upward communication. And vice versa.
If the two-way information flow weakens due to limited upward communication, the company's management begins to experience a lack of data necessary to make informed decisions, loses its understanding of the needs of employees, and therefore loses the opportunity to ensure the effective performance of its functions and social support.
Implementing upward communications involves overcoming specific difficulties. The first is delays, i.e. the slow ascent of information to high levels of organizations; managers do not risk raising problems because they fear a negative reaction from management. The second is filtering, i.e. a certain form of “censorship” from below. Finally, in upward communications it is possible to distort or deliberately change the message so that it contributes to the achievement of one's personal goals.
METHODS OF UPWARD COMMUNICATIONS. The starting point for improving upward communication is the formulation of policies regarding employee communication, which may include areas of senior management responsibility, controversial topics, issues on which management input is required, or recommended changes.
QUESTIONS FOR EMPLOYEES. One of the practical methods is questions from managers to employees, demonstrating management’s interest in the opinions of employees, their desire to receive additional information, and an assessment of the role of subordinates.
ABILITY TO HEAR. The ability to actively listen, not just hear. Effective “receivers” master the art of perceiving not only “pure” information, but also the emotional message of the sender. It is equally important that a manager who listens attentively to an employee regularly sends signals on the air about his interest in the subject of conversation.
EMPLOYEE MEETINGS. One of the most effective methods for developing upward communication is holding meetings between managers and small groups of employees, where employees have the opportunity to speak out on current work issues, management methods, and talk about their needs.
OPEN DOOR POLICY. The open door policy assumes that the company's employees' appeals to their immediate superiors (primarily) or higher-ranking managers on any issues that concern them are encouraged by the organization's top management, which allows them to unblock upward communications.
PARTICIPATION IN SOCIAL GROUPS. Informal events, often of an entertaining nature, provide exceptional opportunities for “beyond-planned” upward contacts. This spontaneous exchange of information allows managers to understand the real situation in the company much faster than with formal communication.
Lateral communications coordinate problems, needs, consultations, and feedback.
Communications can be divided into formal and informal. Formal communications allow you to streamline and limit information flows based on the organizational structure and regulations on departments and services. Informal communications are social interactions between people, an expression of the human need for communication.
Groups within an organization exhibit different interaction patterns and use different communication networks.
Communication networks. In some organizations, work involves the creation of interactive groups whose members work on tasks side by side and which are characterized by coordination of activities. This model of interaction leads to the emergence of a decentralized communication network in which all group members communicate directly with each other and freely exchange information. Sometimes such a structure is called a channel-wide or star-type communication network.
The second scheme for organizing work is cooperative groups, whose members work independently to complete a task, although they are connected to each other through central coordination. Information flows to a central figure and is then distributed among members. This creates a centralized communication network, with the central figure acting as the "axis of the wheel." Sometimes such a figure is called an information network built like a wheel or chain. A central communication network links group members through a central control point.
Limited communication networks connect opposing subgroups that disagree with each other on some issue.
OTHER FORMS OF COMMUNICATIONS.
ELECTRONIC COMMUNICATIONS.
E-MAIL.
TELECOMMUNICATION SYSTEMS. Research shows that the benefits of telecommunications for workers include fewer distractions, less time and money spent on communication, the ability to reduce the cost of work clothing, and more time to spend with or care for family members. The benefits for corporations include increased labor productivity (sometimes by I5-25%), a reduced need for work space, the ability to attract talented people who live in remote cities, an increased level of employee loyalty because the employer “went the extra mile”, by establishing a system for providing work to people with disabilities or chronic diseases. Communities benefit from reduced traffic flows and harmful emissions, and a reduction in the number of unemployed people who do not have opportunities to work outside the home. Moreover, in “exchange” for home comfort, some individuals increase their working hours and labor intensity.
Due to physical isolation, telecommunications workers often feel disconnected from regular (social) networks. They are deprived of intellectual stimulation from peers, informal channels of communication, and feel isolated from most sources of social support. The emotional costs can be unacceptably high, so the employer’s task is to support “teleemployees”, provide them with up-to-date information, encourage active contacts, and participate, whenever possible, in company events. It is obvious that technological progress in the field of communications inevitably involves certain costs and organizational efforts.
VIRTUAL OFFICES. Technological progress in communication processes has both positive and negative consequences. Some companies create virtual offices that do not require premises or desks. The BASIC means of production are compact means - e-mail, cell phones, voicemail recorders, laptop computers, fax machines, modems and videoconferencing systems. Employees “armed” with them can perform work not only at home, but almost anywhere - in cars, in restaurants, in customer offices or at airports. Communications carried out via electronic means allow employers to significantly reduce work space per employee. However, we should not forget about the risk of losing opportunities for social interactions, because employees need to communicate in an informal setting, exchange ideas and experiences in personal meetings, and identify new areas of team work.
2. Informal communicative behavior in the organization. The informal communication system is often called: the “grapevine” - transmits information through a network of friends and acquaintances. This term applies to any informal communications. Unofficial information is usually disseminated orally, but there are also communications in written form. Handwritten or typed memos are sometimes used, but in the modern electronic office these messages are usually displayed on computer screens, creating new era“electronic grapevine”, which significantly increases the speed of information dissemination. However, it can never replace the “face-to-face grapevine” for two reasons: (1) not every employee has access to a network of personal computers and (2) many employees prefer face-to-face social interactions.
"GRAPE VARIETIES". Often managers get the impression that the grapevine is organized like a chain, in which A tells B, who tells the news to C, who passes it on to D, and so on until, through 28 people, the information reaches I - with a significant delay and in a very distorted form. There are several varieties of grapes: 1) bunch chain because each link in the chain seeks to inform colleagues, not just one of them.
2).Unidirectional chain. 3). Gossip. 4).Probabilistic chain.
In each specific case of information dissemination, only a certain part of the employees actively participates in the “grapevine”. Out of 87 employees there are no more than 10-15 employees. People who actively participate in the transmission of information through the “grapevine” are called liaisons
ACTIVITY OF THE “GRAPEVINE”
"The Grapevine" is a product of the situation rather than of someone's personal initiative. This means that in a certain situation and with appropriate motivation, any employee can take part in it. Both men and women participate equally in it.
RUMORS. The main problem with the grapevine is the transmission of rumors. Rumor is information carried by the “grapevine” that is spread without providing generally accepted evidence of reliability. Sometimes it is confirmed, but in most cases it turns out to be false.
The possibility of rumors arising is determined by two factors - interest and uncertainty. Typically, hearing is subject to filtering, through which it is reduced to several basic provisions that are easy to remember and convey to others. Often, in order to express their own feelings and considerations, contacts add new “details” to the rumors, completely distorting the original meaning; this process is called addition.
TYPES OF RUMORS. Some rumors have historical roots and are easily explained, since they represent an attempt by individuals to reduce the degree of uncertainty they are faced with. Others are more spontaneous and action-oriented. Sometimes rumors are negative, driving a wedge between individuals or groups. The existence of different types of rumors reminds managers not to curse them en masse, even if they sometimes create management problems.
RUMOR MANAGEMENT.
Eliminate the causes of rumors.
Pay special attention to counteracting serious rumors.
Refute rumors with facts.
Start countering rumors as early as possible.
Pay special attention to presenting facts in person, if necessary in writing.
Provide facts from reliable sources.
Refrain from retelling a rumor when it is refuted.
Encourage the help of informal and trade union leaders if they express a desire to cooperate.
Listen to any rumors to see what they might mean.
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