Organizational Behavior Final Project

Organizational Behavior Final Project - MT302 Final Project...

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MT302 Final Project 1 Unit Nine: Final Project Organizational Behavior (OB) is a distinct form of study that determines how groups and individuals behave in order to improve the effectiveness of an organization (Robbins & Judge, 2007). Customer service representatives who work in call centers have high volume calls, high turnover rate, and employee dissatisfaction. Companies can be more responsible by listening to employee needs and foster behavior change, employee motivation, workplace ethics, and good communication. In a previous position, executives established a strategy to increase job satisfaction for a diverse workforce by utilizing their ability to influence behavior through positive change (Robbins & Judge, 2007). The company increased employee accountability and compliance of business goals by releasing employees that showed continual unethical behavior, and hired additional employees from agencies that had prior knowledge and skills. They increased the effectiveness of management by re-training managers in traditional activities to increase people skills, better decision making techniques, and controlling of employees. The company offered advice on how to improve team- work to expediently process information through multiple departments, and how to manage conflict and disciplinary actions. By showing employees that that they were willing to make positive changes, the company temporarily decreased employee turnover, and increased job satisfaction (Robbins & Judge, 2007). The Organizational Behavior book summarizes motivation as the process in which individuals attain goals through intensity, persistence, and direction. The book states that the re- enforcement theory is the process of shaping desired behavior through punishment and or rewards (Robbins & Judge, 2007). According to the motivational hierarchy theory of Abraham Maslow, physiological, social, esteem, safety, and self-actualization are five needs that dominate
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MT302 Final Project 2 all humans who strive for job satisfaction (Robbins & Judge, 2007). If these needs are met,
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Organizational Behavior Final Project - MT302 Final Project...

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