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Ms-21 june 2011

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MS-21    June, 2011

MS-21 : SOCIAL PROCESSES AND  BEHAVIOURAL ISSUES

1.  Briefly discuss the role of Manager with reference  to paradigm shift in the present day business  context.

2.  What is perception ? Discuss the role of perception  in organisations. How can errors in perception  be overcome ? Justify your answer with suitable  examples.

3.  Describe the importance of Behaviour  Modification in organisations. Briefly discuss the  role of ethics in Behaviour Modification.

4. What are the various sources of conflict ? Explain  any two Conflict Management styles and their  relevance in an organizational set up.

5.  Write short notes on any three of the following :

(a)  Learning Organisations

(b)  Barriers to Communication

(c)  McClelland's Achievement Motivation  Theory.

(d)  Work Ethics

(e)  Groups vs Teams

 

6.  Read the following case carefully and answer the  questions given at the end :

The lyer group of Hotels, Chief Manager  Ashish (Bangalore Branch) was facing a unique  problem. Inspite of being recognised as  'A Chain  of Hotels which can he trusted for its excellent service  delivery'.  One of the main problems faced by its  Bangalore branch was a high turnover of its  housekeeping staff, since the past one year, which

led to its existing clientele's dissatisfaction. Two  to three of the hotel's esteemed existing customers  had made it a point to make a note of this in the  customers suggestion book. Ashish realised that  it was imperative to reduce if not stop the housing  staff turnover as this apart from causing customer  dissatisfaction was adversely affecting the hotel's  overall performance.  Ashish had a meeting with the  housekeeping managers and the housekeeping  executives and it was decided that a new  reinforcement system would be effective from the  following month when the housekeeping staff  would get an additional bonus of Rs. 500/- every  month, provided the employee had 100 percent  attendance and a performance rating of above 90  per cent. Over and above, the first ten of best  housekeeping as identified by the housekeeping  manager, would be allowed to undergo training at the hotel's in- house centre of learning and  development. Ashish had thought the above  reinforcement system would be more effective  since it would take care of the otherwise incurring  costs involved in hiring new housing staff - the  price to be paid for losing experienced housing  personnel.

The housekeeping tasks were separated into  vacuum cleaning, dusting, changing sheets,

changing water and flowers in the room etc. The  managers (or supervisors) were asked to observe  the housekeeping staff's behaviour while they  performed their tasks and then forward the names  of the best performers for the training programme.  At the end of six months Ashish was  surprised to see that the housing staff turnover  remained the same at 40 per cent. A meeting with  the housekeeping managers did not get anywhere  because the reasons cited by them (those leaving  the firm) were mentioned as 'personal reasons'.

One day when Ashish was on his way to  greet a good old customer of the hotel, overheard  a (chanced) conversation between two  housekeeping staff Sagar and Vinay.

Sagar - "Our HM (House Manager) Maya  madam had promised me that if my performance  improves she would recommend my name for the  training programme, but this time once again she  has recommended the name of Trivedi - another  sloppy worker".

Vinay - "Biswas Sir, my HM has said that  he is happy with my cent per cent attendance and  92% (on an average) performance rating since the  last three months, but he says that the bonus  although promised monthly, will be paid as a  single consolidated amount every six months, due  to the accounting problems."

Questions for Discussion

(a)  Was the contingency of positive  reinforcement suggested by Ashish proper  in the above context ?

(b)  How do you feel the schedule of  reinforcement can be modified to improve  employee performance ?

(c)  What reinforcement should be provided for  changing the behaviour of the housekeeping  managers in the above case ?

 

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