商务英语Organizational Behavior—OB.ppt

Organizational Behavior—OB（组织行为学） Andrew Carnegie staff----facilities and materials 3 focuses of study: Individuals Groups （团队） Organization （团体） Models--Individuals Factors that influence staff’s behaviors and performance (as individuals)----“Mars” Motivation Ability----natural aptitudes + learned capabilities (employ the right person and give him/her proper training) Role perceptions (responsibilities, importance…) Situational factors (budgets, market climate…) Personality model ---- “CANOE” Conscientiousness (careful, responsible, self-conscious…) Agreeableness (courteous, empathetic, understanding…) Neuroticism (anxiety, hostility, egoism) Openness to experience (--controversial) Extraversion (sociable, easy-going…vs. introversion) Job satisfaction model-- EVLN Exit Voice (complaint, anti-productive behavior…) Loyalty (patience and tolerance—waiting) Neglect (working less hard, degrading quality, absence, no punctuality…) A satisfied worker is an efficient one. Really??? Motivational drives Drive to acquire (limitless) Drive to bond (to form relationship—teamwork) Drive to learn (to satisfy curiosity) Drive to defend (oneself, relationship, belongings, belief…--fight or flight) Goal setting model-- SMART Specific … to improve our customers service… … to decrease the complaint rate from 3% to 1.5%... … to follow the standardized procedure stated in XXX … …provide service within 24 hours… Measurable … to provide further training for new employees. (topic, assessment, =85/85) Courtesy (for receptionist) (a call-3/ a visitor) Attainable Challenging vs. unrealistic (communication between decision-makers and implementers—full engagement) Relevant Time-based (deadline) e.g. language study As soon as possible Dec. 31, 20__ Groups (self-directed/autonomous work teams, SDWTs) Canon: the output of a group of 6 equals that of 30 individuals on the traditional assembly line. Core factors for group efficien