QUESTION PAPERS CLIENT NAME: ENR.No.: COURSE & NATIONAL INSTITUTE OF MANAGEMENT SPEC.

: ORGANIZATIONAL BEHAVIOR DATE OF ISSUE: All Questions are compulsory. First three Questions carry 20 marks each, and last forth question carry SUBMISSIO 40 mark N Q.1 DURATION A. How could someone like John Schmatter, CEO of Papa Johns apply McClellands model : of motivation to motivate his employees? CONTACT: B. might an organization 011-46013555 Howdecrease the probability use its culture to increase the probability of ethics behavior and of unethical behavior by its managers and employees? ,011-4605279 Q.2 7 A. HYPERLINK What are the three competencies that you need to develop most in order to become a transformational leader? "mailto: shamadlh@niB. Which type of stereotype do you believe is most persuasive in organizations? Why? monweb.com" Q.3 shamadlh@ni A. Describe the specific problem that you have experienced that was probably affected by monweb.com the problem framing bias. Q.Paper Would you like to make any changes in it? Why or why not? should be Q.4 CASE:- COMMUNICATION COMPETENCY attached with CompUSA is the largest retailer and seller of personal computer-related products and the services answersheets. in the United States. The Companys mission is to market goods and services of high
B. Describe your individual communication network at work or at school. Is it effective?

value to help customers manage information to improve their personal and organizational lives. CompUSA currently operates more than 20 computer superstores in major metropolitan markets through out the United States, serving retail, corporate, governmental and educational customers and has more than 20,000 employees. James Halpin joined CompUSA in 1993 as President and Chief Operating Officer (COO) and became CEO later that year. The following excerpts are from a recent in-depth interview of Halpin. They focus on communication within the Company, including some aspects of the values and ethics expected of its employees. We are very verbal company. We dont write many letters. If you go through my files, the only thing youll see is things like letter of congratulations I send to employees when I get letters from customers saying somebody did a great job. These are the only letters youll see, because everything else we do quickly in oral form. If you have an idea, you just walk into somebodys office and say, OK, what do you think about this? so we do a lot of brainstorming 1

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instead of letter writing. A lot of companies are very much into writing things. We once had a guy from another company who was going to give a presentation using a hundred slides. One of our employees cautioned him: But Jim, our CEO, has the patience of a gnat. So pick out two. I cant do it in two, he said then cancel the presentation, my staff member told him, because after slide five, Jim is going to get antsy. The point of the story is that we try to do things quickly and mostly orally. We have E-mail, but typically we just walk into each others offices. Verbal is so much better. Weve also got video conferencing, which is great, but you cant get the same intensity of emotion through a TV set as you can eyeball-to-eyeball. I also have coffee and donuts on Friday mornings with our team members in the Office and out in the stores. For a while employees were intimidated, but then they would just start talking about everything and anything. They feel like they know us because they see us all the time on video. Every quarter we bring everyone in the home offices together to talk about the results-good, bad and ugly. We broadcast results to the stores, and anybody can call in with questions and get answers. Ive learned a lot of things about our company I would never have known otherwise. For example, I didnt realize we paid everyone once a month. I assumed I got paid once a month because I was an executive. But then I found out we were paying hourly employees once a month too. Now, how would I ever have known that unless they told me? So you find out things like that and you take care of them. Companies get unions because management stops listening. For instance, an employee asks for a microwave for the break room, and management says, Yeah, sure, but does nothing about it. Then, all of a sudden the union guy says, Microwave? ILL get you a microwave. Next thing you know, he gets a microwave for the staff and youve got a union. So the important thing is we have to continue to listen to our people and communicate down the organization as far as we can. Companies get in trouble through politics because it involves lying. You would get fired at CompUSA for lying. It is well known that if you lie, its your last day. Just tell the truth. Thats why employees dont have to worry about somebody going over their head. For instance, once a merchant was having an argument with the COO and said : Well, I want to talk to Jim about it. Do you mind? The COO asked him: Can you tell the truth?. The merchant said he could, and so he came to see me. As long as you tell the truth, it makes everything so simple. There is no middle ground. You are either honest or youre not. You can be stupid and get away with it. Because stupid is stupid. But if you lie, its because you mean to lie. We talk very straight. We dont believe in lying. If somethings great, we say so. If its bad, that exactly what we call it.

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Questions: 1) What are the similarities and differences in the communication process and practices of higher level management in an organization that you have worked for compared to CompUSA? 2) What do you like best about Halpins approach to communication? Why? What do you like least? why? 3) See the core components of the managing communication competency. Which of these components can you identify in Halpins comments? 4) How are potential ethical dilemmas handled at CompUSA? Do you agree with Halpins view? Why?

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