C H A P T E R 2 Individual behaviour and learning in organisations 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione
Chapter learning objectives 1. Describe the four factors that influence individual behaviour and performance. 2. Identify five types of work-related behaviour. 3. Define learning. 4. Describe the A-B-C model of behaviour modification. 5. Explain how feedback influences individual behaviour and performance. 6. Identify five elements of effective feedback. 7. Describe three features of social learning theory. 8. Outline Kolb’s model of experiential learning. 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 2
Customer service at Singapore Airlines provides exceptional customer service by paying attention to the four drivers of individual behaviour and performance: motivation, ability, role Courtesy of Singapore Airlines perceptions and situational factors (MARS). 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 3
MARS model of behaviour and performance Role perceptions Motivation Individual behaviour and performance Ability Situational factors 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 4
Employee motivation Internal forces that affect a person’s voluntary choice of behaviour § direction § intensity § persistence M R BAR A S 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 5
Employee ability Natural aptitudes and learned capabilities required to successfully complete a task § competencies personal characteristics that lead to superior performance § person job matching › select qualified people › develop employee abilities through training › redesign job to fit person's existing abilities M R BAR A S 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 6
Employee role perceptions Beliefs about what behaviour is required to achieve the desired results: § understanding what tasks to perform § understanding relative importance of tasks § understanding preferred behaviours to accomplish tasks M R BAR A S 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 7
Situational factors Environmental conditions beyond the individual’s short-term control that constrain or facilitate behaviour § § time people budget work facilities M R BAR A S 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 8
Types of work-related behaviour Joining the organisation Exhibiting organisational citizenship Performing required tasks Types of work-related behaviour Remaining with the organisation Maintaining work attendance 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 9
Definition of learning A relatively permanent change in behaviour (or behaviour tendency) that occurs as a result of a person’s interaction with the environment 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 10
Behaviour modification s We ‘operate’ on the environment § alter behaviour to maximise positive consequences and minimise adverse consequences s Operant versus respondent behaviours s Law of effect § likelihood that an operant behaviour will be repeated depends on its consequences 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 11
A-B-Cs of behaviour modification Antecedents Behaviour Consequences What happens before behaviour What person says or does What happens after behaviour Employee attends scheduled work Employee receives attendance bonus Example Attendance bonus system is announced 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 12
Contingencies of reinforcement Consequence is introduced Behaviour increases/ maintained Positive reinforcement Behaviour decreases Punishment No consequence Consequence is removed Negative reinforcement Extinction Punishment 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 13
Schedules of reinforcement Behaviours 1 2 3 4 5 6 7 8 9 Continuous Fixed ratio Variable ratio Time (Days) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Fixed interval Variable interval 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 14
Behaviour mod at Nova Chemicals’ million dollar ‘recruitment and retention program’ cut absenteeism rates by 25 per cent and improved long-term employment at its construction site. Courtesy of Nova Chemicals 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 15
Behaviour modification limitations s Can’t reinforce non-observable behaviour s Reinforcer tends to wear off s Variable ratio schedule is a form of gambling s Ethical concerns about perceived manipulation 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 16
Learning through feedback s Any information about consequences of our behaviour s Clarifies role perceptions s Corrective feedback improves ability s Positive feedback motivates future behaviour 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 17
Multi-source (360 degree) feedback Supervisor Customer Co-worker Project leader Evaluated employee Subordinate Co-worker Subordinate 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 18
Giving feedback effectively Specific Relevant Credible Effective feedback Frequent Timely 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 19
Social learning theory s Behavioural modelling § observing and modelling behaviour of others s Learning behaviour consequences § observing consequences that others experience s Self-reinforcement § reinforcing our own behaviour with consequences within our control 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 20
Kolb’s experiential learning model Concrete experience Active experimentation Reflective observation Abstract conceptualisation 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 21
Developing a learning orientation s Value the generation of new knowledge s Reward experimentation s Recognise mistakes as part of learning process s Encourage employees to take reasonable risks 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 22
Action learning s Experiential learning in which employees are involved in a ‘real, complex and stressful problem’, usually in teams, with immediate relevance to the company § concrete experience § learning meetings § team conceptualises and applies a solution to a problem 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 23
Overview of the next chapter s Perceptual processes of selective attention and social identity s Stereotyping and attribution processes s The self-fulfilling prophecy process s Types of diversity initiatives s How the Johari Window can improve our perceptions s The ‘Big Five’ personality dimensions s The Myers-Briggs Type Indicator 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione 24
C H A P T E R 2 Individual behaviour and learning in organisations 2003 Mc. Graw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by Mc. Shane and Travaglione