管理学原理-第四讲：组织行为.ppt

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1、第四讲：组织行为第四讲：组织行为Organizational BehaviorBehavior is defined as the actions of people.Organizational behavior is the study of the actions of people at work.个个 体体 行行为为团团 队队 行行为为层层级级组组织行为织行为任任务务完完成成与与人人力力资资本本价价值升值值升值目目标标、任任务务一个企业完成任务的基本行为方式包括哪些？一个企业完成任务的基本行为方式包括哪些？个体方式：职员被作为一个独立的个体来对待，个体方式：职员被作为一个独立的个体来

2、对待，工作任务、目标和报酬等以个体为导向。工作任务、目标和报酬等以个体为导向。自自我我管管理理的的团团队队方方式式：这这种种组组织织方方式式通通常常被被定定义义为为多多个个个个体体的的集集合合，每每一一个个成成员员与与其其他他成成员员拥拥有有一一个个共共同同的的目目标标，每每一一个个成成员员的的报报酬酬依依赖赖于于整个团队的经营业绩。整个团队的经营业绩。层级组织的方式：某个人专职从事对其他成员的层级组织的方式：某个人专职从事对其他成员的监督和协调工作。尽管大多数企业一般都采用监督和协调工作。尽管大多数企业一般都采用一定形式的层级结构，但是在正式权威方面却一定形式的层级结构，但是在正式权威方面却

3、有很大的差异。有很大的差异。三种完成任务的行为方式存在哪些差异？三种完成任务的行为方式存在哪些差异？主主要要表表现现在在：成成员员之之间间相相互互联联系系的的程程度度和和协协调调成成本的大小。本的大小。当当任任务务不不需需要要协协调调时时，采采用用个个体体方方式式是是比比较较适适合合的的，例如设计工作；例如设计工作；当当协协调调变变得得非非常常必必要要的的时时候候，团团队队方方式式就就更更合合适适一一些些。这这样样，每每一一个个成成员员的的产产出出可可以以直直接接受受益益于于成成员员之之间间的的频频繁繁接接触触、技技能能互互补补和和团团队队本本身身所所产产生生的的利利益益（例例如如成员之间的信

4、息共享和共同价值观）。成员之间的信息共享和共同价值观）。当按照团队方式很难对个体的产出进行监督和控制，当按照团队方式很难对个体的产出进行监督和控制，当团队的规模达到到某种程度、协调的成本开始大大当团队的规模达到到某种程度、协调的成本开始大大增加的时候，层级组织方式可能更为合适。增加的时候，层级组织方式可能更为合适。第十四章：个体行为第十四章：个体行为 Individual Behavior1、态度态度Attitudes2、个性、个性Personality 3、认知、认知Perception 4、学习、学习learningLearning ObjectivesYou should learn t

5、o:Define the focus and goals of organizational behaviorDescribe the three components of an attitudeIdentify the role that consistency plays in attitudesLearning ObjectivesExplain the relationship between satisfaction and productivityTell how managers can use the Myers-Briggs personality type framewo

6、rk and the big-five model of personalityLearning Objectives(cont.)Define emotional intelligenceDescribe attribution theory and its use in explaining individual behaviorIdentify the types of shortcuts managers use in judging othersExplain how managers can shape employee behaviorWhy Look At Individual

7、 Behavior?Organizational Behavior(OB)concerned specifically with the actions of people at workaddresses issues that are not obviousThe Organization as an IcebergWhy Look At Individual Behavior(cont.)Focus of OBindividual behavior-attitudes,personality,perception,learning,and motivationgroup behavior

8、-norms,roles,team building,leadership,and conflictGoals of OBexplain,predict,and influence behaviormanagers success depends on getting things done through other peopleAttitudesAttitude Definition evaluative statements concerning objects,people,or eventsthree componentscognitive-beliefs,opinions,know

9、ledge,or information held by a personaffective-emotion or feelingterm attitude usually refers to this componentbehavioral-intention to behave in a certain way toward someone or somethingAttitudes(cont.)Job-Related Attitudes job satisfaction-employees general attitude toward her/his jobjob involvemen

10、t-degree to which an employee identifies with her/his jobdegree of active participation in the jobfeeling that job performance is important to self-worthorganizational commitment-employees loyalty to,identification with,and involvement in the organizationorganizational citizen behavior(OCB)-discreti

11、onary behavior that is not part of the formal job requirementspromotes effective functioning of the organizationAttitudes(cont.)Attitudes and Consistencypeople seek consistency:among their attitudesbetween their attitudes and behaviorinconsistency gives rise to steps to achieve consistencyalter atti

12、tudes or behaviordevelop rationalization for the inconsistencypresent employee with questions that elicit how they feel about their jobs,work groups,supervisors,or the organizationattitude score is the sum of responses to individual itemsAttitude SurveysSample Attitude SurveyImplications for manager

13、sSatisfaction-Productivity Controversytraditional belief was that happy workers were productive workersresearch evidence suggests that if satisfaction has a positive influence on productivity,it is smallcontingency factors have clarified the relationship between satisfaction and productivityeffect o

14、f environmental factors that constrain employee behaviorresearch designs do not permit conclusions about cause and effect态度的概念态度的概念态度由三个部分组成态度由三个部分组成:(1)态度的认知成分由一个人所持有的信念、观态度的认知成分由一个人所持有的信念、观点、知识或信息组成。点、知识或信息组成。(2)态度的情感成分是态度中的情绪或感受部分。态度的情感成分是态度中的情绪或感受部分。(3)态度的行为成分是指以某种方式对某人或某态度的行为成分是指以某种方式对某人或某事做出反应

15、的行为。事做出反应的行为。与工作相关的态度与工作相关的态度(1)工作满意度（工作满意度（Job satisfaction）是人对其是人对其工作的一般态度。工作的一般态度。(2)工作投入（工作投入（Job involvement）是员工认可是员工认可自己的工作，主动参与工作，认为工作绩效自己的工作，主动参与工作，认为工作绩效对自己的个人价值很重要的程度。对自己的个人价值很重要的程度。(3)组织承诺（组织承诺（Organizational Commitment）是员工对组织的忠诚性、认是员工对组织的忠诚性、认可程度及参与程度。可程度及参与程度。对管理者的意义对管理者的意义有明显的证据表明，对于那些

16、承诺和满有明显的证据表明，对于那些承诺和满意的员工来说，他们的离职率和缺勤率意的员工来说，他们的离职率和缺勤率很低。很低。同时，那种为了提高生产率而以员工快同时，那种为了提高生产率而以员工快乐为目标的做法可能会误入歧途。乐为目标的做法可能会误入歧途。PersonalityPersonality is defined as a combination of psychological traits that classifies a person.(个性是个体的心理特质的综合个性是个体的心理特质的综合)A.Predicting behavior from personality traits(根

17、根据个性特质预测行为据个性特质预测行为)PersonalityPredicting Behavior from Personality TraitsLocus of Controlinternals-believe that they control their own destinyexternals-believe their lives are controlled by outside forcesless satisfied and involved with their jobsmore alienated from the work settingMachiavellianism

18、-people who are high on this trait:are pragmatic,maintain emotional distance,believe that ends can justify the meansare productive in jobs that require bargaining and have high rewards for successPredicting Behavior from Personality Traits(cont.)Self-Esteem-degree of liking for oneselfrelated to exp

19、ectations for successhigh self-esteem individualswill take risks in job selectionmore satisfied with their jobslow self-esteem individuals susceptible to social influenceSelf-Monitoring-ability to adjust ones behavior to situational factorshigh self-monitors can present striking contradictions betwe

20、en their public persona and their private selvesPersonality(cont.)君王论在人类思想史上，没有一位思想家像马在人类思想史上，没有一位思想家像马基雅维里那样受到如此尖锐的毁与誉的基雅维里那样受到如此尖锐的毁与誉的了。近了。近5 5个世纪以来，他的名字始终与阴个世纪以来，他的名字始终与阴险狡诈、背信弃义联系在一起。因为他险狡诈、背信弃义联系在一起。因为他在自己的经典著作君主论中描述了在自己的经典著作君主论中描述了一个意大利君主如何壮大自己、排挤他一个意大利君主如何壮大自己、排挤他人的基本行为和做法，并且为许多政治人的基本行为和做法，并

21、且为许多政治家和野心家效仿和实践。家和野心家效仿和实践。在君主论的开篇首页，马基雅维里提在君主论的开篇首页，马基雅维里提出，出，“君主国不是世袭的就是自己开创的君主国不是世袭的就是自己开创的”。只要不改变相应的政策和人们的生活。只要不改变相应的政策和人们的生活方式，并且有足够的智慧应付突发事件，方式，并且有足够的智慧应付突发事件，世袭的国家比较容易管理；而自己开创的世袭的国家比较容易管理；而自己开创的新君主国，管理起来就困难重重。因为那新君主国，管理起来就困难重重。因为那些被征服的君主国在文化、语言和习惯等些被征服的君主国在文化、语言和习惯等方面征服者有很大的差异，要有效地控制方面征服者有很大

22、的差异，要有效地控制被征服的君主国，运气和努力是必须的。被征服的君主国，运气和努力是必须的。最有力的办法是征服者进驻；其次是征最有力的办法是征服者进驻；其次是征服者在一或二个关键要地把守。服者在一或二个关键要地把守。同时，马基雅维里在君主论中说过，同时，马基雅维里在君主论中说过，“君主易变而且健忘，他随时准备改变君主易变而且健忘，他随时准备改变自己的立场，只要对他有利，君主必须自己的立场，只要对他有利，君主必须做到不仁，并且根据需要选择仁和不仁做到不仁，并且根据需要选择仁和不仁”。马基雅维里将人性的弱点毫无保留。马基雅维里将人性的弱点毫无保留地揭示出来，希望人们理性地对待和顺地揭示出来，希望人

23、们理性地对待和顺势管理。势管理。Predicting Behavior from Personality Traits(cont.)Risk-Taking-affects time required to make a decisionhow much information is required before making a choicePersonality Types in Different Culturesa countrys culture can influence dominant personality characteristics of its peoplee.g.,

24、national cultures differ in the strength of locus of controlPersonality(cont.)Myers-Briggs Type Indicator(MBTI)Myers-Briggs Type Indicator(MBTI)-four dimensionssocial interaction:Extrovert or Introvertpreference for gathering data:Sensing or Intuitivepreference for decision making:Feeling or Thinkin

25、gstyle of making decisions:Perceptive or JudgmentalPersonality(cont.)Personality Traits(cont.)Big-Five Model of Personality-traits include degree of:extraversion-sociability,talkativeness,assertivenessagreeableness-good-natured,cooperative,trustingconscientiousness-responsibility,dependability,persi

26、stence,and achievement orientationpredicts job performance in a number of jobsemotional stability-calmness,enthusiasm,securityopenness to experience-imaginativeness,artistic sensitivity,and intellectualismpredicts training competencyEmotional Intelligence(EI)self-awareness-aware of what youre feelin

27、gself-management-ability to manage ones emotionsself-motivation-persistence in the face of setbacksempathy-ability to sense how others are feelingsocial skills-ability to handle the emotions of othersPersonality(cont.)Implications for managersThe major value of a manager understanding personality di

28、fferences probably lies in employee selection.个性特质（Personality traits）控制点（控制点（Locus of Control）权威主义（权威主义（Authoritarianism）马基雅维里主义（马基雅维里主义（Machiaviellism）自尊（自尊（Self esteem）自我监控（自我监控（Self monitoring）冒险型（冒险型（Risk taking）个性评估社会的相互作用社会的相互作用(性格外向或内向性格外向或内向)对资料收集的偏好（感觉或直觉）对资料收集的偏好（感觉或直觉）Preference for gath

29、ering data(sensing or intuitive)对决策的偏好（感觉或思考）对决策的偏好（感觉或思考）Preference for decision making(felling or thinking)决策的风格（敏锐的或倾向于做出判断的）决策的风格（敏锐的或倾向于做出判断的）Style of making decision(perceptive or judgmental)对管理者的意义对管理者的意义管理者理解个性差异的主要价值可能在管理者理解个性差异的主要价值可能在于选拔过程，管理者如果能在个性类型于选拔过程，管理者如果能在个性类型与职业的匹配性方面予以考虑，将会拥与职业的

30、匹配性方面予以考虑，将会拥有更高绩效和更满意的员工。有更高绩效和更满意的员工。PerceptionDefinitionprocess by which individuals give meaning to their environment by organizing and interpreting their sensory impressionsnone of us sees realitywe interpret what we see and call it realityFactors That Influence Perceptionperceiver-individuals

31、personal characteristics attitudes,personality,experience,expectationstarget-relationship of target to its background situation-time,location,light,color,and other environmental factorsPerception Challenges:What do you see?Attribution Theoryused to explain how we judge people differently depending o

32、n what meaning we attribute to a given behaviordevelop explanations of why people behave in certain waysinternal explanations-behavior under the control of the personexternal explanations-behavior the result of situational constraintse.g.,chance,rules,customcause of behavior determined by:distinctiv

33、eness-whether person displays a behavior in many situations or whether it is particular to one situationless distinctiveness leads to internal attributionconsensus-behavior of others in same situationhigh consensus leads to external attributionconsistency-regularity with which person engages in the

34、behaviorgreater consistency leads to internal attributionAttribution Theory(cont.)Attribution TheoryInternalExternalAttributionof CauseExternalInternalExternalInternalInterpretationLowHighLowHighLowHighDistinctivenessConsistencyConsensusObservationIndividualBehaviorerrors and biases may distort attr

35、ibutionsfundamental attribution error-tendency to explain behavior of others by:overestimating the influence of internal factorsunderestimating the influence of external factorsself-serving bias-personal success attributed to internal factorspersonal failure attributed to external factorsAttribution

36、 Theory(cont.)Perception(cont.)Shortcuts Frequently Used in Judging Othersmake perceptual task easiercan be valuable or lead to errorsselectivity-portions of stimuli bombarding ones senses are selected based on interests,background,and attitudes of the perceiverassumed similarity-“like me”effectperc

37、eption of other based on perceived similaritiesstereotyping-base perceptions of an individual on ones impressions of the group to which s/he belongshalo effect-general impression about a person is forged on the basis of a single characteristicImplications for a managersManagers need to recognize tha

38、t their employees react to perceptions,not reality.影响认知的因素影响认知的因素许多因素影响着认知的形成有时造成了知觉的失许多因素影响着认知的形成有时造成了知觉的失真，这些因素有：真，这些因素有：(1)认知者或人的特点，包括态度，个性，动机，认知者或人的特点，包括态度，个性，动机，兴趣，经验和期望。兴趣，经验和期望。(2)被认知的标的或客体：目的的特点以及目的被认知的标的或客体：目的的特点以及目的同其背景的关系影响认知。同其背景的关系影响认知。(3)认知发生的情境（地点，光，热，颜色等）认知发生的情境（地点，光，热，颜色等）判断行为原因依据三个

39、因素判断行为原因依据三个因素 (1)区别性是指在众多场合下都表现出这种行为区别性是指在众多场合下都表现出这种行为还是仅在某一特定情境下表现这一行为。还是仅在某一特定情境下表现这一行为。(2)一致性是指每个人面对相似情境，对相同的一致性是指每个人面对相似情境，对相同的行为都有相同的反应。行为都有相同的反应。(3)一贯性是指人的行为的持续一贯性。一贯性是指人的行为的持续一贯性。导致归因失真的错误或偏见导致归因失真的错误或偏见基本归因错误（基本归因错误（Functional attribution error）是指人们在评价他人行为时，低估外是指人们在评价他人行为时，低估外部因素的影响而高估内部因素

40、的影响的倾向。部因素的影响而高估内部因素的影响的倾向。自我服务偏见（自我服务偏见（Self-serving bias）是个体倾）是个体倾向把自己的成功归因为内部因素，而把失败归向把自己的成功归因为内部因素，而把失败归因于外部因素。因于外部因素。评价他人行为时常走的捷径(1)选择性接受（选择性接受（Selectivity）是指人们根据自己的兴）是指人们根据自己的兴趣、背景、态度和经验等对观察到的信息进行主动选趣、背景、态度和经验等对观察到的信息进行主动选择择 的过程。的过程。(2)假设相似性（假设相似性（Assumed similarity）是假定别人和）是假定别人和我们类似我们类似。(3)刻板

41、印象（刻板印象（Stereotyping）是以个体所在的团体知）是以个体所在的团体知觉为基础对个体的判断。觉为基础对个体的判断。(4)晕轮效应（晕轮效应（Halo effect）是根据个体的某个特征而）是根据个体的某个特征而建立对总体的印象。建立对总体的印象。对管理者的意义对管理者的意义管理者需要认识到，员工根据知觉而不管理者需要认识到，员工根据知觉而不是客观现实做出反应。是客观现实做出反应。LearningDefinition any relatively permanent change in behavior that occurs as a result of experienceal

42、most all complex behavior is learnedOperant Conditioningargues that behavior is a function of its consequencesdescribes voluntary or learned behaviorreinforcement strengthens a behavior and increases the likelihood that it will be repeatedpleasing consequences that follow a specific behavior increas

43、es the frequency of that behaviorLearning(cont.)Social Learninglearning by observing other people and direct experienceinfluence of model determined by:attentional processes-must recognize and attend to critical features of the modelretention processes-must remember the models actionsmotor reproduct

44、ion processes-performing actions observed in the modelreinforcement processes-positive incentives necessary to motivate performance of the models actionsLearning(cont.)Shaping:A Managerial Toolshape behavior by systematically reinforcing each successive step that moves the individual closer to the d

45、esired behaviorshaping accomplished by:positive reinforcement-desired response is followed by something pleasantnegative reinforcement-desired response followed by eliminating or withdrawing something unpleasantpunishment-undesirable behavior followed by something unpleasantextinction-no rewards fol

46、low undesired responseLearning(cont.)Implications for Managersmanage employee learning by means of rewardspositive and negative reinforcement strengthen a desired behaviortend to increase its frequencypunishment and extinction weaken an undesired behaviortend to decrease its frequencymanagers should

47、 serve as modelsset examples of the desired behaviorImplications for managersManagers can clearly benefit from understanding the learning process.Implications for individual:Individual learningIncremental learningAdaptive learningDevelopmental learning社会学习理论社会学习理论(SLT)社会学习理论认为，人们通过观察和直接经验进行学社会学习理论认为

48、，人们通过观察和直接经验进行学习。业已得到证实，榜样的影响是社会学习的核心。习。业已得到证实，榜样的影响是社会学习的核心。人们发现四个过程决定了榜样对个体学习的影响人们发现四个过程决定了榜样对个体学习的影响(1)注意过程（注意过程（Attentional Process）(2)保持过程（保持过程（Retention process）(3)动力复制过程（动力复制过程（Motor re-production）(4)强化过程（强化过程（Reinforcement process）四个过程四个过程(1)注意过程注意过程:只有当人们认识到榜样的重要特点时，彩只有当人们认识到榜样的重要特点时，彩绘想榜样学

49、习。绘想榜样学习。(2)保持过程：榜样的影响取决于个体对榜样活动的记忆保持过程：榜样的影响取决于个体对榜样活动的记忆程度，即使当榜样不再真正出现时。程度，即使当榜样不再真正出现时。(3)主动模仿过程：个体通过观察而能够执行榜样的活动。主动模仿过程：个体通过观察而能够执行榜样的活动。(4)强化过程：如果提供了积极的奖励，个体会被激励从强化过程：如果提供了积极的奖励，个体会被激励从事榜样的行为。事榜样的行为。行为塑造行为塑造行为塑造是系统的强化每一连续步骤而使个体越来越行为塑造是系统的强化每一连续步骤而使个体越来越趋近理想反应。这是一个有用的管理工具。行为塑造趋近理想反应。这是一个有用的管理工具。

50、行为塑造有四种方法：有四种方法：(1)积极强化（积极强化（Positive reinforcement）;(2)消极强化（消极强化（Negative reinforcement）;(3)惩罚（惩罚（Punishment）;(4)消除（消除（Extinction）.行为塑造的四种方式行为塑造的四种方式(1)积极强化是在一个行为发生后而出现的愉快的事情。积极强化是在一个行为发生后而出现的愉快的事情。(2)消极强化是中止或逃避不愉快事件的反应而获得奖励。消极强化是中止或逃避不愉快事件的反应而获得奖励。(3)惩罚指对不希望出现的行为的处罚。惩罚指对不希望出现的行为的处罚。(4)消除是指祛除任何维持行为