OB

1. Organizational Behavior

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

3. Why Do We Study OB?
 To learn about yourself and others
 To understand how the many organizations
you encounter work.
 To become familiar with team work
 To help you think about the people issues
faced by managers and entrepreneurs

4. .
What is an Organization?
 A consciously coordinated social unit,
composed of two or more people, that
functions on a relatively continuous
basis to achieve a common goal or set of
goals.

5. How Companies are Changing
“Cool” Companies
 Believe casual days are
progressive
 Believe titles are obsolete
 Don't impose on employees'
personal time
 Allow staff to come and go as
they please
 Offer all employees stock
options
 Let employees make decisions
that affect their work
 Offer assistance with childcare
 Have minimal bureaucracy
(red tape)
“Old” Companies
 Think casual Fridays are pitiful
 Charge employees for perks
and incentives
 Hold events on employee time
 Have flex time: but only
between 7:30 a.m. and 6:30
p.m.
 Hide financial results from
their employees
 Encourage employee input but
rarely act on it
 Employ rigid hierarchies
(chain of command)
 Stop at “open door” policies

6. The Layers of OB
The Organization
The Group
Power and politics
Negotiation
Conflict
Communication
The Individual
Motivating self and others
Emotions
Values and attitudes
Perception
Personality
Change
Organizational culture
Decision making
Leadership
Groups and teams

7. Types of Organizational Behavior
in the Workplace
Understanding the way that people and groups interact
in the workplace is important in being able to create
positive organizational change.
►Managerial Control
►Ethics (Etiquettes)
►Accountability
►Harassment

8. Summary and Implications
 OB is a field of study that investigates the
impact that individuals, groups, and structure
have on behavior within an organization.
 OB focuses on improving productivity,
reducing absenteeism and turnover, and
increasing employee job satisfaction and
organizational commitment.
 OB uses systematic study to improve
predictions of behavior.

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

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

11. Certain important business
Etiquettes are :
 Email etiquette
 Dining etiquette
 Telephone etiquette
 Office etiquette
Meeting etiquette
 Business card etiquette

12. Email etiquette
Email etiquette is so new, The rules are evolving
because of our increased use of email, as well as the
advent of new technology. However, since this
correspondence is owned by the business, some
general rules of etiquette should be observed.
Need of Email Etiquette
Professionalism
Efficiency
Protection from liability

13. Email etiquette rules
 Be concise and to the point
 Use proper spelling, grammar & punctuation
 Make it personal. Avoid using Bcc and CC unnecessarily
 Use templates for frequently used responses
 Answer swiftly
 Use a meaningful subject
 Read the email before you send it
 Keep attachments to a Minimum and mention your attachment
in the content
 Take care with abbreviations and emotions
 Take care with rich text and HTML messages
 Use active voice instead of passive voice

14. Dining Etiquette
 Be on time
 Stand on the right side of your chair and
enter from your left
 Put your napkin in your lap
 Decide on your menu selections quickly
 Never order the most expensive item
Wait for all people to be served before
beginning
 Know which silverware to use with
which food

15. Manners in dinning etiquette
 Don’t eat with your mouth full
 Keep one hand in your lap unless you are eating
European style
 Remove anything from your mouth with the same
implement that it went in with (except bones)
 Eat at a moderate speed
 Try to maintain some polite dinner conversation
 Never medicate yourself at the table
 If you must leave the table, place your napkin in your
chair

16. Telephone Etiquette
 Identify yourself when making a call
 Address the caller by his name in a courteous manner
 Keep conversation brief
 Never be impatient
 Listen carefully
 Do not interrupt
 Do not eat or chew something while speaking on phone
 If you wish to put the caller on hold, request his permission to do so
 Close your conversation with an appropriate salutation
 Let the caller hang up first
 In case of missed calls, return the call within a reasonable period of time
 If some one calls you by mistake, inform the caller politely that he reached
a wrong number

17. Managing Angry Callers
 Listen his problem or complaint carefully
 Do not interrupt him, let him finish the whole
thing first
 Do not say, "you are wrong"
 Empathize with him
 You should be good in your area of work and
investigate about his complaint or problem and
solve it
 tell him the process of solving the problem
 Do not mislead
 Call him back when you have the solution, this
feedback is important

18. Office Etiquette
 Those who follow good office etiquette are
promoted and given choice assignments.
 Those who are seen as crass are passed over
or have their employment terminated.
 Be self aware ; use common sense
Mind your own business
 Never go over your supervisor’s head
 Obey your company’s business dress code
 Treat every employee with the same respect
 Do not post things of an offensive nature

19. Reasons for firing employees
 Bad language.
 Excessive workplace gossip.
 Drinking on the job.
 Leaving without telling anyone.
 Too many personal calls
Breaches of office etiquette
 Bad hygiene.
 Bad habits.
 Wastefulness with paper.

20. Office Romance
 Dating a supervisor or subordinate
is not be entertained
 Any behavior of a sexual nature on
company property gives the
company grounds for legal action

21. Meeting Etiquette
 Avoid swear words and vulgar references,
 Poor communicating skill is not
professional,
 Avoid personal questions during first
meeting.
Whoever gets to the door first should open
it and hold for others who are following
 Turn off your cell phone ringer ,accept
voicemail and text messaging only

22. Business card etiquette
►Always have a business card
►Have it in a good shape and updated
►Have it readily available
►Be selective about distributing
►Present it in a appropriate time and
manner

23. Business Etiquette Postures

24. Hand shaking positions

25. Seating Positions
Casual Judging Arguing

26. Dress Code
Informal
Formal

27. Etiquette and Rules of Behavior

28. QUIZ, Question 1
Your boss, Ms Alpha enters the room when you are meeting with an important client, Mr Beta. You get up and say “Ms Alpha, I’d like you to meet Mr Beta, our client from Cape Town.”
Is this introduction correct?

29. QUIZ, Question 1
No.
The client is always the more important person. You should address you client and say “Mr Beta, I’d like you to meet our Director of development, Ms. Alpha.”

30. QUIZ, Question 2
You have forgotten about an important meeting with a
business associate. You feel terrible and know that he is
furious.
You should:
a)Write and apologise
b)Send flowers
c)Keep quiet and hope it blows over
d)Call, apologise and set up another appointment

31. QUIZ, Question 2
d) Call, apologise and set up another appointment

32. QUIZ, Question 3
Clothing is never neutral. It either adds or detracts from a professional image.
True or false?

33. QUIZ, Question 3
True.
Clothing is never neutral. People judge you by how you look and form an impression of you. Always make sure you are suitably dressed for the occasion.

34. QUIZ, Question 4
At a social function you meet the CEO of a big organisation. After a brief chat you give him your business card.
Is this correct?

35. QUIZ, Question 4
No.
Protocol requires that you wait until he asks for your business card or gives you his. You may then give him your business card.

36. QUIZ, Question 5
A business meal is a time to relax and “let loose.”
True or false?

37. QUIZ, Question 5
False.
A business meal is not a time to relax and “let loose”. It is a test of your social skills and your level of sophistication. Your interpersonal skills, including your treatment of the wait staff, are on display.
One of the biggest blunders at the business meal is alcohol abuse. You can undo months and years of good impressions by excessive drinking. The key point to remember is that “business” should always be the number one item on the menu.

38. QUIZ, Question 6
You are invited to a formal dinner function.
What do you do with your serviette?
a)Open it immediately
b)Wait for the host to take his / her serviette before taking yours
c)Wait for the waitron to open your serviette and place it on your lap

39. QUIZ, Question 6
b) Or c)
You wait for the host to take his or her serviette before taking yours, or, depending on the restaurant for the waitron to place it on your lap.

40. QUIZ, Question 7
A man should wait for a woman in business to extend her hand for a handshake.
True or false?

41. QUIZ, Question 7
False.
A man does not have to wait for a woman in business to extend her hand for a handshake. Business should be gender neutral.
Many men were taught to wait for a woman to extend her hand in social settings. Note that the etiquette for handshakes varies around the world. So, if you are travelling to other countries or are meeting international clients, check the protocol for handshaking.

42. QUIZ, Question 8
When a visitor enters your office you should:
a)Invite them to sit down indicating a suitable seat
b)Say: “Just sit anywhere”
c)Carry on working while the guest stands and waits for you

43. QUIZ, Question 8
a)
Invite them to sit down, indicating a suitable seat, put down what you are doing and give them your undivided attention.

44. QUIZ, Question 9
You are talking to a group of four people.
How would you make eye contact?
a)Just the person you are speaking to
b)By moving your eye contact from person to person
c)Stare at a point in the distance

45. QUIZ, Question 9
b)
By moving your eye contact from person to person
and including the whole group in the conversation.

46. QUIZ, Question 10
A drink should be held in the right hand at a cocktail party.
True or false?

47. QUIZ, Question 10
False.
Your drink should be held in your left hand so your right hand is free for handshaking.
This also prevents your right hand from being cold and damp.

48. QUIZ, Question 11
Where would you find your salad plate?
To the right of the entrée plate or to the left of the entrée plate?

49. QUIZ, Question 11
Your salad plate is to the left of the entrée plate.
An easy way to remember this is to think of the BMW car. From left to right, think Bread, Meal, Water.
Bread and all food to the left of the plate are yours. Water and all drinks to the right of the plate are yours. Knowing this will help you avoid taking the wrong bread, eating the wrong salad, and drinking from the wrong water glass.

50. QUIZ, Question 12
You are greeting or saying goodbye to someone.
When is the proper time to shake hands?

51. QUIZ, Question 12
It is appropriate to shake hand both during greeting and saying goodbye, provided it is appropriate to the other person culture.
Remember to provide a firm handshake without hurting the other person.

52. QUIZ, Question 13
You are invited to a reception and the invitation states
“7:00 to 9:00 pm”
You should:
a)Arrive at 7:00 pm
b)Arrive at any time between 7:00 pm and 9:00 pm
c)Arrive between 7:00 pm and 7:30 pm
d)Arrive early and leave early

53. QUIZ, Question 13
c)
Arrive any time between 7:00 pm and 7:30 pm.
It is impolite to arrive too early and it is equally impolite to arrive minutes before the allotted time is up.

54. QUIZ, Question 14
A colleague’s phone rings and you answer it.
What is the most appropriate answer?
a)Sorry she is not here, please call her later.
b)Susan is not at her desk, may I please take a message and ask
her to call you back?

55. QUIZ, Question 14
b)
Susan is not at her desk, may I please take a message and ask her to call you back?

56. Thank you