Subject Code MB0038

ASSIGNMENT SET-1

MANAGEMENT PROCESS AND ORGANIZATION BEHAVIOUR

MBA SEMESTER 1 | RAKESH JUMBAL

Q1:-Write a note on managerial roles and skills ?

MANAGEMENT ROLES AND SKILLS.

Managerial Roles To meet the many demands of performing their functions, managers assume multiple roles. A role is an organized set of behaviors. Henry Mintzberg (1973) has identified ten Sub roles common to the work of all managers. The ten roles are divided into three groups: interpersonal, informational, and decisional. According to Mintzberg (1973), managerial roles are as follows: 1. Informational roles 2. Decisional roles 3. Interpersonal roles

1. Informational roles: This involves the role of assimilating and disseminating information as and when required. Following are the main sub-roles, which managers often perform: a. Monitor-collecting information from organizations, both from inside and outside of the organization. b. Disseminator-communicating information to organizational members c. Spokesperson-representing the organization to outsiders

2. Decisional roles: It involves decision making. Again, this role can be subdivided in to the following: a. Entrepreneur-initiating new ideas to improve organizational performance b. Disturbance handlers-taking corrective action to cope with adverse situation c. Resource allocators-allocating human, physical, and monetary resources d. Negotiator - negotiating with trade unions, or any other stakeholders

3. Interpersonal roles : This role involves activities with people working in the organization. This is supportive role for informational and decisional roles. Interpersonal roles can be categorized under three subheadings: a. Figurehead-Ceremonial and symbolic role

b. Leadership-leading organization in terms of recruiting, motivating etc. c. Liaison-liasoning with external bodies and public relations activities.

Management Skills

A manager's job is varied and complex. Managers need certain skills to perform the duties and activities associated with being a manager. What type of skills does a manager need? Robert L. Katz (1974) found that managers needed three essential management skills

1. Technical 2. Human 3. Conceptual

Technical skills: The ability is to apply specialized knowledge or expertise. All jobs require some specialized expertise, and many people develop their technical skills on the job. Vocational and on the job training programs can be used to develop this type of skill.

Human Skill: This is the ability to work with, understand and motivate other people (both individually and a group). This requires sensitivity towards others issues and concerns. People, who are proficient in technical skill, but not with interpersonal skills, may face difficulty to manage their subordinates,. To acquire the Human Skill, it is pertinent to recognize the feelings and sentiments of others, ability to motivate others even in adverse situation, and communicate own feelings to others in a positive and inspiring way.

Conceptual Skill: This is an ability to critically analyze, diagnose a situation and forward a feasible solution. It requires creative thinking, generating options and choosing the best available option. A mark of a good leader is to be able to provide consistent motivation to his team encouraging them to attain excellence and quality in their performance. A good leader is always looking for ways to improve production and standards. Here are six management skills you can develop as a leader in working to create a quality effective team.

Q2: Discuss the methods of shaping behavior in detail.

We can say shaping behavior is an aspect of behavior analysis that gradually teaches new behavior through the use of reinforcement until the target behavior is achieved. Methods of shaping behavior:

1) Reinforcement Is the process that increases the probability that desired behaviors occur by applying consequences. Managers use reinforcement to increase the likelihood of higher sales, better attendance, or observing safety procedures.

Reinforcement begins by selecting a behavior to be encouraged. Correctly identifying the behavior is important, or reinforcement will not lead to the desired response. A manager must decide if attendance at meetings is the desired behavior or attendance and participation. The manager would need to reinforce both behaviors if both are desired. Positive reinforcement: A response with something pleasant. The boss who praises an employee for a job well done. Negative reinforcement: A response by the termination or with drawl of something unpleasant. If your college instructor asks a question and u don not know the answer, looking through your lecture notes is likely to preclude your being called on. This is negative reinforcement because u learned that looking busy with your notes prevents the instructor from calling you.

2): Punishment: Punishment consists of administering a negative consequence when the undesired behavior occurs. Punishment is not the same as negative reinforcement. It decreases a behavior, whereas negative reinforcement increases the frequency of a behavior. Punishment administers a negative consequence, whereas negative reinforcement removes a negative consequence.

To eliminate undesirable behavior of a person that caused to an unpleasant condition. Giving an employee 2 days suspension from work without pay. 3) Extinction: According to operant conditioning, both good and bad behaviors are controlled by reinforced consequences. Identifying behavioral reinforces and removing them can decrease a behavior. An undesired behavior without reinforcement can diminish until it no longer occurs. This process is called extinction. Extinction can modify the behavior of a worker who spends much time talking or telling jokes. The attention of coworkers reinforces this behavior. If coworkers stop talking and laughing, the worker is likely to stop telling jokes. Although extinction is useful, it takes time to eliminate the undesired behavior. When behaviors need to stop immediately, managers may resort to punishment. When the behavior is not reinforced then it becomes end. College instructor who wishes to discourage students from asking questions in class can eliminate this behavior by ignoring those students who raise hands to ask questions. Hand raising will become extinct. Q.3 Explain the classification of Personality types given by Myers-Briggs?

Ans. The MBTI classifies human beings in to four opposite pairs base on their phycological opposites.These four opposite pairs resolt in to 16 possible combination.In MBTI,individuals are classified asa) Extroverted or Introverted(f or I) b) Sensing or intuitive(s or N) c) Thinking or Feeling (T or Feeling) d) Perceving or Judging (P or J) These classification are then combined in to sixteen personality types.For example: a) INTJs are visionaries. They usually have original minds and great drive for their own ideas and purposes. They are characterized as skeptical, critical, independent, determined and stubborn. b) ESTJs are organizers. They are realistic, logical ,analytical ,decisive ,and have a natural head for business or machanics.they like to organize adorn activity.

c) The ENTP type is a conceptivaliser He or she is innovative, individualistic, versatile and attracted to entrepreneurial ideas. This person tends to be resourceful in solving challenging problem but may neglect routine assignments

Q4: What are factors influencing perception?

Perception is our sensory experience of the world around us and involves both the recognition of environmental stimuli and action in response to these stimuli. Through the perceptual process, we gain information about properties and elements of the environment that are critical to our survival. A number of factors operate to shape and sometimes distort perception these factors can reside: i) In the perceiver ii) In the Object or target being perceived or iii) In the context of the situation in which the perception is made. 1. Characteristics of the Perceiver: Several characteristics of the perceiver can affect perception. When an individual looks at a target and attempts to interpret what he or she stands for, that interpretation is heavily influenced by personal characteristics of the individual perceiver. The major characteristics of the perceiver influencing perception are: a) Attitudes: The perceivers attitudes affect perception. For example, Mr. X is interviewing candidates for a very important position in his organization - a position that requires negotiating contracts with suppliers, most of whom are male. Mr. X may feel that women are not capable of holding their own in tough negotiations. This attitude with doubtless affect his perceptions of the female candidates he interviews. b) Moods: Moods can have a strong influence on the way we perceive someone. We think differently when we are happy than we do when we are depressed. In addition, we remember information that is consistent with our mood state better than information that is inconsistent with our mood state. When in a positive mood, we form more positive impressions of other. When in a negative mood, we tend to evaluate others unfavorably. c) Motives: Unsatisfied needs or motives stimulate individuals and may exert a strong influence on their perceptions. For example, in an organizational context, a boss who is insecure perceives a sub ordinate's efforts to do an outstanding job as a threat to his or her own position. Personal insecurity can be translated into the perception that others are out to "get my job", regardless of the intention of the subordinates. d) Self - Concept: Another factor that can affect social perception is the perceivers self-concept. An

individual with a positive self-concept tends to notice positive attributes in another person. In contrast, a negative self-concept can lead a perceiver to pick out negative traits in another person. Greater understanding of self allows us to have more accurate perceptions of others. e) Interest: The focus of our attention appears to be influenced by our interests. Because our individual interests differ considerably, what one person notices in a situation can differ from what other perceive. For example, the supervisor who has just been reprimanded by his boss for coming late is more likely to notice his colleagues coming late tomorrow than he did last week. f) Cognitive structure: Cognitive structure, an individual's pattern of thinking, also affects perception. Some people have a tendency to perceive physical traits, such as height, weight, and appearance, more readily. Cognitive complexity allows a person to perceive multiple characteristics of another person rather than attending to just a few traits. g) Expectations: Finally, expectations can distort your perceptions in that you will see what you expect to see. The research findings of the study conducted by Sheldon S Zalking and Timothy W Costello on some specific characteristics of the perceiver reveal i) Knowing oneself makes it easier to see others accurately. ii) One's own characteristics affect the characteristics one is likely to see in other. iii) People who accept themselves are more likely to be able to see favourable aspects of other people. iv) Accuracy in perceiving others is not a single skill. These four characteristics greatly influence how a person perceives other int he environmental situation. 2) Characteristics of the Target: Characteristics in the target that is being observed can affect what is perceived. Physical appearance pals a big role in our perception of others. Extremely attractive or unattractive individuals are more likely to be noticed in a group than ordinary looking individuals. Motions, sound, size and other attributes of a target shape the way we see it. Verbal Communication from targets also affects our perception of them. Nonverbal communication conveys a great deal of information about the target. The perceiver deciphers eye contact, facial expressions, body movements, and posture all in a attempt to form an impression of the target. 3) Characteristics of the Situation: The situation in which the interaction between the perceiver and the target takes place has an influence on the perceiver's impression of the target. The strength of the situational cues also affects social perception. Some situations provide strong cues as to appropriate behavior. In this situation, we assume that + i.e. individual's behaviors can be accounted for by the situation, and that it may not reflect the individual's disposition.

Q5 Mr.Solanki is the VP-HR of alearning Financial Services Company. He is having a meeting with Ms. Ramani Leading HR consultant.Mr. Solanki is concerned about creating an environment that helps in increasing the job satisfaction amongst employees. Assume that you are Ms.Ramani the HR consultant.What suggestion you will give to Mr.Solanki for creating an envoirnmentthat increase the job satisfaction? Ans. The Most Important Factors Conductive For Job Satisfaction:
1) Mentally Challenging Work: Employeestends to prefer jobs that give them opportunity to use their skills and abilities and offers a varity of tasks, freedom ,and feedback on how well they are doing.under condition of moderate challenges , most of employes will experience pleasure and satisfaction. 2) Personality Job Fit:People with personality type congruent with their choosen vocations should find they have the right talents and abilities to meet the demands of their jobs and because of this success ,they have a great probality of achiving high satisfaction from their work. 3) Equitable Rewards:Employee want to pay system and promotion policies that they perceives as being just ,unambitious ,and in line with their expectation .When pay is seen fair based on job demands,individual skill level and industry pay standards statisfaction is likely to result.Promotion provide oppurtunities for personal growth more responsibilities and increase social status.Individuals who perceives that promation , decision are m,ade in a fair and just manner are kikely to experience job satisfaction. 4) Supportive writing Condition:Employees prefer to physical condition that are comfortable and facilitate doing a good job.temperature ,light ,noise ,and other envoirnmental factor should not be extreme and provide personal comfort.Futher employee prefer to working relatively modern facilities and with adequate tools and equipments. 5) Supportive colleages : Employees have need tfor social interaction ,therefore having friendly and supportive co-worker and understanding supervisor leads to increased job satisfaction ,and friendly those who offers praise for good performance listen to employee s opinion and show a personal intrest in them. 6) Whistle Blowing :- Whistle blowers are employee who inform wrong doing of their companies of coworkers, whistle blowing is important because committed organization member some times engage in

unethical behavior in an intense desire to succeed .Organisation can manage whistle blowing by communicating the condition that are appropriate for the disclosures delineating wrongful behavior and appropriate ways to respond are important organizational action. 7) Social Responsibility: Corporate social responsibility is the obligation of an organization to behave in ethical ways in the social environment in which it operates. Socially responsible actions are expected of organization. Current concerns include protecting the environment promoting worker safely, supporting social issues, investing in the community etc. Managers must encourage individual ethical behavior and organizational social responsibility.

Q.6 Given below is the HR policy glimpse of VARK LEARNING a learning and training solution company 1).it offers cash rewards for staff members 2) It promotes the culture of employee referral and encourages, people to refer people they know may be their friends ex. colleagues batch mates, relatives. 3) What all needs do it cares off according to Maslows need hierarchy. 4) it recognizes good performance and give fancy tittles and jackets to the people who perform well and also facilitates them in the Annual day Of the company .What all aspects does it takes care of according to the Maslows Need Hierachy? Ans.
If motivation is driven by the existence of unsatisfied needs, then it is worthwhile for a manager to understand which needs are the more important for individual employees. In this regard, Abraham Maslow developed a model in which basic, low-level needs such as physiological requirements and safety must be satisfied before higher-level needs such as self-fulfillment are pursued. In this hierarchical model, when a need is mostly satisfied it no longer motivates and the next higher need takes its place. Maslow's hierarchy of needs is shown in the following diagram:

Maslow's Hierarchy of Needs

Self-Actualization

Esteem Needs

Social Needs

Safety Needs

Physiological Needs

Physiological Needs Physiological needs are those required to sustain life, such as:

air water nourishment sleep

According to Maslow's theory, if such needs are not satisfied then one's motivation will arise from the quest to satisfy them. Higher needs such as social needs and esteem are not felt until one has met the needs basic to one's bodily functioning. Safety

Once physiological needs are met, one's attention turns to safety and security in order to be free from the threat of physical and emotional harm. Such needs might be fulfilled by:

Living in a safe area Medical insurance Job security Financial reserves

According to Maslow's hierarchy, if a person feels that he or she is in harm's way, higher needs will not receive much attention. Social Needs Once a person has met the lower level physiological and safety needs, higher level needs become important, the first of which are social needs. Social needs are those related to interaction with other people and may include:

Need for friends Need for belonging Need to give and receive love

Esteem Once a person feels a sense of "belonging", the need to feel important arises. Esteem needs may be classified as internal or external. Internal esteem needs are those related to self-esteem such as self respect and achievement. External esteem needs are those such as social status and recognition. Some esteem needs are:

Self-respect Achievement Attention Recognition Reputation

Maslow later refined his model to include a level between esteem needs and self-actualization: the need for knowledge and aesthetics. Self-Actualization Self-actualization is the summit of Maslow's hierarchy of needs. It is the quest of reaching one's full potential as a person. Unlike lower level needs, this need is never fully satisfied; as one grows psychologically there are always new opportunities to continue to grow. Self-actualized people tend to have needs such as:

Truth Justice Wisdom Meaning

Self-actualized persons have frequent occurrences of peak experiences, which are energized moments of profound happiness and harmony. According to Maslow, only a small percentage of the population reaches the level of self-actualization

Q.1 EXPLAIN WITH THE HELP OF SPECIFIC EXAMPLES ,FOUR DIFFERENT WAYS IN WHICH POSITIVE NON VERVAL COMMUNICATION CAN CREATE A BETTER WORK ENVOIRNMENT Ans: Non-verval communication plays an important role in business communication .Types of Non verbal communication: 1) Kinesics : this is the most often studied and important area of non verbal communication and refers to body movements of any kind. Facial Expression: can convey feeling of surprise, happiness, anger and sadness. If you meet along lost friend and say I m very happy to meet you again. Eye movement sush as wide open pupils express the felling of surprise , excitement or even fear. Gestores such as movements of hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. Head movements like nodding the head can convey interest , appreciation, agreement ,or understanding. 2) Proxemics : the space and distance which we choose to keep from people is also Part of non-verbal communication. Example: seating at the head of table conveys leadership or authority, around table meeting ,however ,conveys the idea of equality, since no one can be seated at the head of the table .since should therefore be used carefully in a work envoirnment , so as to convey the right impression. 3) Time Language: the refer the meaning or importance attached totime and varies between different people Example: In westeren cultures ,Punctuality is considered to be important. Arriving late for a business meeting is unacceptable .In other cultures it is more relaxed and time is not given t hat much importance.We carry message to others through the time spend on the work related activity or by the importance that we give to time. 4) Paralanguage: Para means likeor a similar to therefore paralanguage means like language .it refer to the tone of voice with which something is said.

Example: the statement I practice good business communication can be understood in different ways ,depending emphasis on certain words. Saying I Practice good business communication means that I alone practice it anyone else. The important point to keep in mind regarding tone of voice is to avoid mixed signals that is , making sure that what you say is consistent with how you say it.

Q.2 Explain the difference between Corporate and Product advertising .Give two example of corporate advertising with two objective?
Ans .Corporate advertising may be defined as advertising installes the organization to its various Publics.In this case ,the organization is the product. Corporate advertising is more a public relation activity than a form of advertising , since it has no commercial purposes. Its aim is merely to inform and brief a positive image of the organization. Product advertising on the other hand ,aims to persuade prospective costumers to buy the organizations product or services .Its uultimate purposes is to sell the product. Two example of Corparate advertising with two objectives : a) To create positive attitude towards the company: sometimes , consumers may have negative perception towards an organization ,based on the belief that the organization is not a responsible corporate citizen Example: there was a negative perception among consumers that Nike was using child labour in some of its factories , to manufacture sports shoes. Corporate advertising help[ed over come such type of perception. b) To project the personality , culture and values of organization :the Tatas and the Birlas have the oldest and the most frequent users of corporate advertising, to communicate about their entrepreneurial ability, culture and values as Indias leading industrial groups. Example : Dubai advertises to project a image of itself as a land of investment, sports and investment opportunities.

Q.3 You been asked to make a presentation on Edunxt, the technology enabled learning plateform to prospective students.Develop an outline of a presentation , explaining your choices of visual aids and your style of delivery ?

Ans. The use of visual aiding enhances the effectiveness of a presentation and involve the
students more than a pore oral presentation. a) b) c) d) e) Product Demonstration Photographs Diagrams Lists and Tables Pie Charts and Graphs

Once the type of visual aid has been decided the medium for presenting the visual aid needs to be selected, Types Of Presentation options are available ;a) Flip Chart: flip charts are commonly used during sales presentation and business meeting .They have the advantages of being easy to prepare ,use , carry and set up. b) Transparencies: there are clear sheets used with overhead projector to project an image on the screen. Transparencies have a no. Of advantages . Unlike flip charts , tthey have better suited for large student.. c) Power Point Presentation : Thiis is an effective aid , since it lends a touch of sophistication and professional to the presentation its idea for presentation where technical picture and elaborated diagrams are needed to illustrate ideas to the audience.Power Point slides are easy to store , since they less unworthily than flip charts and transparencies.

Q.4 Imagine that you have bought a pack of ready to eat food manufactured and marketed by a well known Consumer Goods Multinational, during your regular weekly visit to a neighboring supermarket . On opening the pact you find to your dismay that the contents are spoilt and are not in good condition to be eaten. Write a routine claim letter to the vice president marketing of the company, asking for adjustment or some kind of action Ans
The Vice President, Marketing Department, Fast Moving Consumer Goods, 14, Lodhi Road Delhi-38

Dear Vice President, Sub: Food packs spoilt and are not in a condition to be eaten The poor quality of food packs that you have have sold me on 25 oct.,2010 . are not in a condition to be eaten. On opening the pack , you find to dismay that the contants are spoilt and are not in a good condition to be eat.

I have enclosed food products send to me as proof of the poor quality. Please send me the fresh food pacts of good quality. Since , I have already made the list for the food packs I needed .i am aware that mistakes like these happen sometimes, inspite of ones best efforts. I am confident that you will accept my request and correct these mistakes permanently. Sincerely, Rakesh (customer)

Q.5 As the student of management ,write a report to the Director of your institute ,suggesting how the library facilities and procedure may be improved?

Ans.

Report 28th Oct.,2010

The Director, The library of our institute has needed many improvements and has also increase their facilities to students. The issuing of books procedure may be improved. We requested you to please see our problems related to library and please work on them. The library timing should be increased for students, so that they can spent convertibly their study in library.

Availability of books should also increase according to our management studies .All important books related to our management studies should be available which can help students in their studies. Fine charges should be less because it is difficult to pay a huge amount for the students. The lighting and fans facility should also be improved because inconvenience of light make impossible to students to continue their studies in library.

Rakesh Student of Management

Q.6 .Case study :The Power of Non-Verbal Communication?

Ans:soon after I graduated from engineering college ,I accepted a position with the Sundarm
foundry, a medium sized firm located in a small town in Tamil Nadu . It was a good position ,since I was the assistant to Mr.Vishwanath , the General Manager and President of this family owned company. Although there were many technical problems, the work was extremalely interesting and I soon learnt all about the foundry business.The foundry workers were molders men and were closely unite team. Many of them were related and had been in the foundry for several years. Therefore they felt that they knew the business in and out and that a technical evaluation had no value . Infact , Mr. Vishwanath had mentioned to me even in the time of joining. As I went around in turn, I felt them eyeing me coldly. As I went Down to main site of foundry ,the enamel shop .As I entered ,I noticed a worker cleaning the floor with a hose , from which water flowed at high pressure. I was aware othat it was the practice to clean the shop atleast once in the week. I turned my back on the worker and was busy near a dipping tank ,when I suddenly felt the force of a stream of water hitting me. I was almost knocked down by the pressure and slipped on the wet floor . When I turned around the worker looked away in the other direction as if he had not noticed this happening . however , I was pretty sure that he had intentionally turned the hose on me.

Q 1what message the foundry workers and new engineer convey to each other through their non verbal communication?

Ans: Through their non verbal communication worker are not wanted to accepted engineer because they think technical and professional knowledge is not required for the firm .The experience of the workers are important than the degree of an engineer .the worker are very old worker in the firm ,so they think the business in and out and that a technical education had no value. The engineer found workers behavior to be very childish and felt it was best to ignore these signs of hospitality. So, engineer ignored them,Engineer is a educated person and wants to ignore worker because he thought they would automatically stop these .

Q.2 What do you suggest that the engineer should do after the hosing incident? Answer: After the hosing incidence , the engineer should complaint to their senior manager
because they should punished for this incidence. Engineer has behaved properly even the worker are not behaved properly though the verbal and non verbal communication . Now after the housing incidence ,the engineer should some important steps to stopping workers misbehavior. We should complain against our office colleagues aand worker to their seniors.

STATISTICS AND MANAGEMENT

Q.1.WHAT DO YOU MEAN BY STATISTICAL SURVEY? DIFFERENTIATE BETWEEN QUESTIONNARIRE AND SCHEDULE

Answer: A search for knowledge by analysing numerical data is known as Statistical Survey or
Statistical Investigation. A Statistical survey is a scientific process of collection and analysis of numerical data. Statistical surveys are used to collect numerical information about units in a population. Surveys involve asking questions to individuals Surveys of human populations are common in government, health, social science and marketing sectors. Statistical surveys are categorised into two stages planning and execution. The figure 2.1 shows the two broad stages of Statistical survey Planning a Statistical Survey: The relevance and accuracy of data obtained in a survey depends upon the care exercised in planning. A properly planned investigation can lead to best results with least cost and time.

Execution of Statistical survey: Control methods should be adopted at every stage of carrying out the investigation to check the accuracy, coverage, methods of measurements, analysis and interpretation. The collected data should be edited, classified, tabulated and presented in diagrams and graphs. The data should be carefully and systematically analysed and interpreted.

Difference between a schedule and a questionnaire

There is a difference between a schedule and a questionnaire. A schedule is a form that the investigator fills himself through surveying the units or individuals. A questionnaire is a form sent (usually mailed) by an investigator to respondents. The respondent has to fill it and then send it back to the investigator. Questionnaires Often, information is collected through questionnaires. The questionnaires are filled with questions pertaining to the investigation. They are sent to the respondents with a covering letter soliciting cooperation from the respondents (respondents are the people who respond to questions in the questionnaire). The respondents are asked to give correct information and to mail the questionnaire back. The objectives of investigation are explained in the covering letter together with assurance for keeping information provided by the respondents as

confidential. Good questionnaire construction is an important contributing factor to the success of a survey. When questionnaires are properly framed and constructed, they become important tools by which statements can be made about specific people or entire populations. This method is generally adopted by research workers and other official and non-official agencies. This method is used to cover large areas of investigation. It is more economical and free from investigators bias. However, it results in many non-response situations. The respondent may be illiterate. The respondent may also provide wrong information due to wrong interpretation of questions. Schedule Filled By Investigators Information can be collected through schedules filled by investigators through personal contact. In order to get reliable information, the investigator should be well trained, tactful, unbiased and hard working. A schedule is suitable for an extensive area of investigation through investigators personal contact. The problem of non-response is minimised. There is a difference between a schedule and a questionnaire. A schedule is a form that the investigator fills himself through surveying the units or individuals. A questionnaire is a form sent (usually mailed) by an investigator to respondents. The respondent has to fill it and then send it back to the investigat