Organizational Behavior

by Kreitner, Robert; Kinicki, Angelo

• ISBN13: 9780073128924
• ISBN10: 0073128929
• Edition: 7th
• Format: Hardcover
• Copyright: 2005-12-01
• Publisher: McGraw-Hill College

Summary

Organizational Behavior, Seventh Edition continues in its tradition of being up-to-date, relevant and user-driven. Kreitner and Kinicki’s approach to organizational behavior is based on the authors’ belief that reading a comprehensive textbook is hard work, but that the process should be interesting (and sometimes fun). Thus, they consistently attempt to find a way to make complex ideas understandable through explanations, contemporary examples, and/or learning exercises. With every edition, the authors make every effort to respond to user feedback and ensure the text covers the very latest OB research and practices. The seventh edition of Organizational Behavior again uses the familiar wolf image on its cover. This remains a central theme because Kreitner and Kinicki see wolves as an instructive and inspiring metaphor for modern Organizational Behavior. Wolves are dedicated team players, great communicators, and adaptable. These are key success attributes in today’s workplace. Organizational Behavior uses these fundamentals to explore and explain the forces behind conventional corporate behavior and organizational theory.

Table of Contents

Preface	ix
Part One The World of Organizational Behavior	1	(136)
Organizational Behavior: The Quest for People-Centered Organizations	2	(42)
Welcome to the World of OB	5	(2)
Organizational Behavior: An Interdisciplinary Field	5	(1)
Some FAQs about Studying OB	5	(2)
Real World/Real People An Entrepreneur's Odyssey: Lawyer, Baker, Manager	7	(1)
A Historical Perspective of OB	7	(4)
The Human Relations Movement	8	(2)
The Quality Movement	10	(1)
Real World/Real People Toyota Wrote the Book on Continuous Improvement	11	(4)
The Internet and E-Business Revolution	12	(1)
The Age of Human and Social Capital	12	(3)
RealWorld/Real People What Some Companies Are Doing to Build Human and Social Capital	15	(2)
The Emerging Area of Positive Organizational Behavior (POB)	15	(2)
The Managerial Context: Getting Things Done with and through Others	17	(2)
What Do Managers Do? A Skills Profile	17	(2)
RealWorld/Real People Managers' Egos Take a Back Seat at JetBlue Airways	19	(1)
21st-Century Managers	19	(1)
The Contingency Approach: Applying Lessons from Theory, Research, and Practice	20	(4)
Learning from Theory	22	(1)
Learning from Research	22	(1)
Learning from Practice	23	(1)
A Topical Model for Understanding and Managing OB	24	(2)
Summary of Key Concepts	25	(1)
Discussion Questions	26	(1)
OB in Action Case Study IBM's Donna Riley Strives for ``Collaborative Influence''	26	(18)
Personal Awareness and Growth Exercise How Strong Is Your Motivation to Manage?	28	(1)
Group Exercise Timeless Advice	29	(1)
Ethical Dilemma Liar! Liar!	30	(1)
Learning Module A Ethics and Organizational Behavior	31	(13)
Managing Diversity: Releasing Every Employee's Potential	44	(30)
Defining Diversity	47	(4)
Layers of Diversity	47	(1)
Affirmative Action and Managing Diversity	48	(3)
RealWorld/Real People Wegmans Effectively Manages Diversity	51	(1)
Building the Business Case for Managing Diversity	51	(2)
Increasing Diversity in the Workforce	52	(1)
OB Exercise What Are the Strategies for Breaking the Glass Ceiling?	53	(4)
RealWorld/Real People Juliette Katz Is Underemployed	57	(2)
RealWorld/Real People Ernst & Young Implements Program to Keep Women on the Path to Partnership	59	(5)
The Positive and Negative Effects of Diverse Work Environments	61	(3)
Barriers and Challenges to Managing Diversity	64	(1)
RealWorld/Real People Sexual Harassment Is a Growing Problem in China	65	(1)
Ann Morrison Identifies Specific Diversity Initiatives	66	(3)
Accountability Practices	66	(1)
Development Practices	67	(1)
Recruitment Practices	67	(1)
Summary of Key Concepts	67	(1)
Discussion Questions	68	(1)
OB in Action Case Study Many Older Employees Now Work for Younger Bosses	69	(5)
Personal Awareness and Growth Exercise How Does Your Diversity Profile Affect Your Relationships with Other People?	70	(1)
Group Exercise Managing Diversity-Related Interactions	71	(2)
Ethical Dilemma An Employee Sues Georgia Power for Race Discrimination	73	(1)
Organizational Culture, Socialization, and Mentoring	74	(32)
Organizational Culture: Definition and Context	76	(1)
Dynamics of Organizational Culture	77	(2)
Layers of Organizational Culture	77	(2)
Real World/Real People Williams-Sonoma's Espoused Values Focus on Employees, Customers, Shareholders, and Ethical Behavior	79	(1)
Manifestations of Organizational Culture	79	(1)
OB Exercise Manifestations of Organizational Culture at Setpoint	80	(5)
Four Functions of Organizational Culture	81	(1)
Types of Organizational Culture	82	(2)
Outcomes Associated with Organizational Culture	84	(1)
Developing High-Performance Cultures	85	(6)
What Types of Culture Enhance an Organization's Financial Performance?	85	(3)
How Cultures Are Embedded in Organizations	88	(3)
The Organizational Socialization Process	91	(2)
A Three-Phase Model of Organizational Socialization	91	(2)
Real World/Real People Sedona Center Relies on Current Employees for Anticipatory Socialization	93	(2)
Practical Application of Socialization Research	94	(1)
Embedding Organizational Culture through Mentoring	95	(3)
Functions of Mentoring	96	(1)
Developmental Networks Underlying Mentoring	96	(1)
Personal and Organizational Implications	97	(1)
Real World/Real People Blue Cross and Blue Shield of North Carolina (BCBSNC) Effectively Implements a Mentoring Program	98	(8)
Summary of Key Concepts	98	(1)
Discussion Questions	99	(1)
OB in Action Case Study GE's CEO, Jeffrey Immelt, Is Changing the Organization's Culture to Help Grow the Company	100	(1)
Personal Awareness and Growth Exercise Have You Been Adequately Socialized?	101	(2)
Group Exercise Assessing the Organizational Culture at Your School	103	(1)
Ethical Dilemma Arthur Andersen's Pursuit of Consulting Income Created Ethical Challenges in Its Auditing Operations	104	(2)
International OB: Managing across Cultures	106	(31)
Culture and Organizational Behavior	108	(2)
Societal Culture Is Complex and Multilayered	109	(1)
Culture Is a Subtle but Pervasive Force	109	(1)
Real World/Real People Intel's Ethnographers Help Tap Foreign Markets	110	(3)
Culture Overrides National Boundaries	110	(2)
A Model of Societal and Organizational Cultures	112	(1)
Ethnocentrism: A Cultural Roadblock in the Global Economy	113	(1)
Real World/Real People Big, Wide World 101 for Tim Wright	114	(1)
Toward Greater Cross-Cultural Awareness and Competence	114	(2)
Cultural Paradoxes Require Cultural Intelligence	114	(1)
High-Context and Low-Context Cultures	115	(1)
Real World/Real People Relationships and Guanxi Matter When Doing Business in China	116	(2)
Nine Cultural Dimensions from the Globe Project	117	(1)
OB Exercise What Is Your Cultural Profile?	118	(5)
Individualism versus Collectivism	119	(2)
Cultural Perceptions of Time	121	(1)
Interpersonal Space	121	(1)
Religion	122	(1)
Practical Insights from Cross-Cultural Management Research	123	(2)
The Hofstede Study: How Well Do US Management Theories Apply in Other Countries?	123	(1)
Leadership Lessons from the Globe Project	124	(1)
Preparing Employees for Successful Foreign Assignments	125	(3)
Why Do US Expatriates Fail on Foreign Assignments?	125	(1)
A Bright Spot: North American Women on Foreign Assignments	126	(1)
Avoiding OB Trouble Spots in Foreign Assignments	126	(2)
RealWorld/Real People A Taste of India in Silicon Valley	128	(9)
Summary of Key Concepts	130	(1)
Discussion Questions	131	(1)
OB in Action Case Study It Takes a Village---and a Consultant	132	(1)
Personal Awareness and Growth Exercise How Do Your Work Goals Compare Internationally?	133	(1)
Group Exercise Looking into a Cultural Mirror	134	(1)
Ethical Dilemma 3M Tries to Make a Difference in Russia	134	(3)
Part Two Individual Behavior in Organizations	137	(164)
Self-Concept, Personality, Abilities, and Emotions	138	(34)
Self-Concept	142	(3)
Self-Esteem	142	(2)
Self-Efficacy	144	(1)
Real World/Real People How Hispanic Business Magazine's 2004 Woman of the Year Developed High Self-Efficacy	145	(4)
Self-Monitoring	147	(2)
OB Exercise What Are Your Self-Monitoring Tendencies?	149	(1)
Organizational Identification: A Social Aspect of Self-Concept with Ethical Implications	149	(1)
Real World/Real People Former Enron Employee Paid a Big Price for Her Organizational Identification	150	(1)
Personality: Concepts and Controversy	150	(2)
The Big Five Personality Dimensions	151	(1)
The Proactive Personality	152	(1)
Real World/Real People Cashing in on a Proactive Personality	152	(3)
Issue: What about Personality Testing in the Workplace?	152	(1)
Issue: Why Not Just Forget about Personality?	153	(1)
Locus of Control: Self or Environment?	154	(1)
OB Exercise Where Is Your Locus of Control?	155	(1)
Abilities (Intelligence) and Performance	156	(4)
Intelligence and Cognitive Abilities	157	(2)
Do We Have Multiple Intelligences?	159	(1)
Emotions: An Emerging OB Topic	160	(4)
Positive and Negative Emotions	160	(2)
Developing Emotional Intelligence	162	(1)
Practical Research Insights about Emotional Contagion and Emotional Labor	162	(2)
Real World/Real People Emotional Intelligence Keeps These Executives on an Even Keel	164	(8)
Summary of Key Concepts	165	(1)
Discussion Questions	166	(1)
OB in Action Case Study What Drives Sherri Heckenast?	166	(1)
Personal Awareness and Growth Exercise How Do You Score on the Big Five Personality Factors?	167	(2)
Group Exercise Anger Control Role Play	169	(2)
Ethical Dilemma Hot Heads!	171	(1)
Learning Module B (Web) Self-Management
Values, Attitudes, and Job Satisfaction	172	(32)
Personal Values	174	(1)
Instrumental and Terminal Values	175	(1)
Real World/Real People David Neeleman, CEO of JetBlue, Reconciles His Value System	175	(3)
Value Conflicts	176	(1)
Work versus Family Life Conflict	177	(1)
OB Exercise Personal Values Clarification	178	(3)
OB Exercise How Family-Supportive Is Your Employer	181	(1)
Attitudes	182	(4)
The Nature of Attitudes	182	(1)
How Stable Are Attitudes?	183	(1)
What Happens When Attitudes and Reality Collide? Cognitive Dissonance	183	(1)
Attitudes Affect Behavior via Intentions	184	(2)
Key Work Attitudes	186	(2)
Organizational Commitment	188	(1)
Real World/Real People Chuck Carothers and Irene Tse Commit to Their Jobs, Careers, and the Thrill of Achievement	188	(4)
Job Involvement	191	(1)
Job Satisfaction	192	(1)
The Causes of Job Satisfaction	192	(1)
OB Exercise How Satisfied Are You with Your Present Job?	193	(1)
Real World/Real People Lockheed Martin Uses Surveys to Assess Employees' Job Satisfaction and Improve Employee Engagement	194	(10)
Major Correlates and Consequences of Job Satisfaction	195	(3)
Summary of Key Concepts	198	(1)
Discussion Questions	199	(1)
OB in Action Case Study Domino's Is Trying to Reduce Employee Turnover	199	(2)
Personal Awareness and Growth Exercise Are Your Values and Commitments Aligned?	201	(1)
Group Exercise The Paper Airplane Contest	202	(1)
Ethical Dilemma What Is the Impact of the Old College Grind on Personal Values?	202	(2)
Social Perception and Attributions	204	(30)
An Information-Processing Model of Perception	207	(3)
Four-Stage Sequence and a Working Example	207	(1)
Stage 1: Selective Attention/Comprehension	208	(1)
Stage 2: Encoding and Simplification	209	(1)
OB Exercise Does a Schema Improve the Comprehension of Written Material?	210	(2)
Stage 3: Storage and Retention	211	(1)
Stage 4: Retrieval and Response	211	(1)
Managerial Implications	212	(1)
Real World/Real People Advertising in China Requires Consideration of the Encoding Process	212	(2)
Stereotypes: Perceptions about Groups of People	214	(2)
Stereotype Formation and Maintenance	215	(1)
Sex-Role Stereotypes	215	(1)
Real World/Real People Stereotypes Still Persist	216	(3)
Age Stereotypes	216	(2)
Racial and Ethnic Stereotypes	218	(1)
Real World/Real People Tiger Woods Experiences Racial Bias	219	(2)
Disability Stereotypes	219	(1)
Managerial Challenges and Recommendations	220	(1)
Self-Fulfilling Prophecy: The Pygmalion Effect	221	(3)
Research and an Explanatory Model	221	(2)
Putting the Self-Fulfilling Prophecy to Work	223	(1)
Causal Attributions	224	(10)
Kelley's Model of Attribution	224	(2)
Attributional Tendencies	226	(1)
Managerial Application and Implications	226	(1)
Summary of Key Concepts	227	(1)
Discussion Questions	228	(1)
OB in Action Case Study Employees Use Cosmetic Surgery to Improve Their Image	228	(1)
Personal Awareness and Growth Exercise How Do Diversity Assumptions Influence Team Member Interactions?	229	(2)
Group Exercise Using Attribution Theory to Resolve Performance Problems	231	(2)
Ethical Dilemma Enron Employees Try to Alter the Perceptions of Wall Street Analysts	233	(1)
Foundations of Motivation	234	(34)
Content Theories of Motivation	236	(2)
Maslow's Need Hierarchy Theory	237	(1)
Alderfer's ERG Theory	238	(1)
Real World/Real People IndyMac Bank Uses Surveys to Assess Employees' Needs	238	(4)
McClelland's Need Theory	239	(1)
Herzberg's Motivator-Hygiene Theory	240	(2)
Process Theories of Motivation	242	(1)
Adams's Equity Theory of Motivation	242	(1)
Real World/Real People Feeling of Inequity Can Lead to Retaliation	242	(4)
The Individual-Organization Exchange Relationship	242	(1)
Negative and Positive Inequity	243	(1)
Dynamics of Perceived Inequity	244	(1)
Expanding the Concept of Equity: Organizational Justice	244	(1)
Practical Lessons from Equity Theory	245	(1)
Vroom's Expectancy Theory	246	(1)
OB Exercise Measuring Perceived Fair Interpersonal Treatment	247	(2)
Expectancy	247	(1)
Instrumentality	248	(1)
Valence	249	(1)
Real World/Real People Governor Schwarzenegger Pushes for Paying Teachers Based on Performance	249	(2)
Vroom's Expectancy Theory in Action	249	(1)
Research on Expectancy Theory and Managerial Implications	250	(1)
Motivation through Goal Setting	251	(3)
Goals: Definition and Background	252	(1)
How Does Goal Setting Work?	252	(1)
Practical Lessons from Goal-Setting Research	253	(1)
Motivating Employees through Job Design	254	(5)
The Mechanistic Approach	254	(1)
Motivational Approaches	255	(3)
Biological and Perceptual-Motor Approaches	258	(1)
Putting Motivational Theories to Work	259	(9)
Summary of Key Concepts	261	(2)
Discussion Questions	263	(1)
OB in Action Case Study Feelings of Inequality Lead to Lawsuits in the High-Technology Industry	263	(1)
Personal Awareness and Growth Exercise What Outcomes Motivate Employees?	264	(1)
Group Exercise Applying the Job Characteristics Model	265	(2)
Ethical Dilemma Should Companies Donate Money to Charities to Help Land Business?	267	(1)
Improving Job Performance with Goals, Feedback, Rewards, and Positive Reinforcement	268	(33)
Goal Setting	271	(2)
Two Types of Goals	271	(1)
Management by Objectives	272	(1)
Managing the Goal-Setting Process	272	(1)
Real World/Real People Too Much Emphasis on Short-Term Financial Goals Causes Problems	273	(2)
Feedback	275	(3)
Two Functions of Feedback	276	(1)
Are the Feedback Recipients Ready, Willing, and Able?	276	(2)
OB Exercise How Strong Is Your Desire for Performance Feedback?	278	(3)
Practical Lessons from Feedback Research	279	(1)
Nontraditional Feedback: Upward and 360-Degree	280	(1)
Real World/Real People Wachovia Banks on 360-Degree Feedback for Leadership Development	281	(1)
How to Give Feedback for Coaching Purposes and Organizational Effectiveness	281	(1)
Organizational Reward Systems	281	(5)
Types of Rewards	282	(1)
Reward Distribution Criteria	282	(1)
Desired Outcomes of the Reward System	283	(1)
The Building Blocks of Intrinsic Rewards and Motivation	283	(2)
Why Do Extrinsic Rewards Too Often Fail to Motivate?	285	(1)
Pay for Performance	285	(1)
Real World/Real People Who Says There's No Such Thing as a Free Lunch?	286	(3)
Team-Based Pay	288	(1)
Getting the Most out of Extrinsic Rewards and Pay for Performance	289	(1)
Real World/Real People It's Party Time in Houston!	289	(1)
Positive Reinforcement	289	(12)
Thorndike's Law of Effect	290	(1)
Skinner's Operant Conditioning Model	290	(1)
Contingent Consequences	291	(1)
Schedules of Reinforcement	292	(2)
Behavior Shaping	294	(1)
Summary of Key Concepts	295	(1)
Discussion Questions	296	(1)
OB in Action Case Study Kill the Commissions	297	(1)
Personal Awareness and Growth Exercise What Kind of Feedback Are You Getting?	298	(1)
Group Exercise Rewards, Rewards, Rewards	299	(1)
Ethical Dilemma CEO Pay: Welcome to the Twilight Zone between Need and Greed	300	(1)
Learning Module C (Web) Performance Appraisal
Part Three Group and Social Processes	301	(134)
Group Dynamics	302	(36)
Groups and Social Exchanges	304	(5)
Formal and Informal Groups	306	(1)
Functions of Formal Groups	306	(1)
Social Exchanges in the Workplace	307	(2)
Real World/Real People Miami Ad Agency Crispin, Porter + Bogusky Used Architecture to Encourage Social Interaction	309	(1)
The Group Development Process	309	(4)
Five Stages	310	(2)
Group Development: Research and Practical Implications	312	(1)
Roles and Norms: Social Building Blocks for Group and Organizational Behavior	313	(2)
Roles	313	(2)
Real World/Real People Plenty of Role Overload and Role Conflict for Son, Husband, and Father Andrew Park	315	(2)
Norms	316	(1)
OB Exercise Measuring Role Conflict and Role Ambiguity	317	(2)
Relevant Research Insights and Managerial Implications	318	(1)
Group Structure and Composition	319	(6)
Functional Roles Performed by Group Members	319	(1)
Group Size	320	(2)
Effects of Men and Women Working Together in Groups	322	(3)
Threats to Group Effectiveness	325	(1)
The Asch Effect	325	(1)
Real World/Real People An Entrepreneur and Consultant Questions Loyalty	325	(13)
Groupthink	327	(1)
Social Loafing	328	(2)
Summary of Key Concepts	330	(1)
Discussion Questions	330	(1)
OB in Action Case Study A 10-Year Retrospective of the Challenger Space Shuttle Disaster: What It Groupthink?	331	(2)
Personal Awareness and Growth Exercise Is This a Mature Work Group or Team?	333	(1)
Group Exercise A Committee Decision	334	(2)
Ethical Dilemma Do Things My Way, or Hit the Highway!	336	(2)
Teams and Teamwork	338	(32)
Work Teams: Types, Effectiveness, and Stumbling Blocks	340	(3)
A General Typology of Work Teams	341	(2)
Real World/Real People Toss Your Egos Overboard	343	(4)
Effective Work Teams	344	(1)
Why Do Work Teams Fail?	345	(2)
Effective Teamwork through Cooperation, Trust, and Cohesiveness	347	(4)
Cooperation	348	(2)
Trust	350	(1)
Real World/Real People Trust Is Everything for the ``Bun Lady''	351	(3)
Cohesiveness	352	(2)
Teams in Action: Quality Circles, Virtual Teams, and Self-Managed Teams	354	(4)
Quality Circles	355	(1)
Virtual Teams	356	(1)
Self-Managed Teams	357	(1)
OB Exercise Measuring Work Group Autonomy	358	(1)
Real World/Real People Cross-Functional Teamwork Gives Motorola Cell Phones Pizzazz	359	(2)
Team Building	361	(1)
Real World/Real People Executive MBA Building at China's Tsinghua University	361	(9)
The Goal of Team Building: High-Performance Teams	362	(1)
Developing Team Members' Self-Management Skills	362	(1)
Summary of Key Concepts	363	(1)
Discussion Questions	364	(1)
OB in Action Case Study GE's Global Virtual Team Wants to Reap the Wind	364	(1)
Personal Awareness and Growth Exercise How Trusting Are You?	365	(2)
Group Exercise Student Team Development Project	367	(2)
Ethical Dilemma Sexy but Sexless Relationships?	369	(1)
Individual and Group Decision Making	370	(34)
Models of Decision Making	372	(3)
The Rational Model	372	(3)
Real World/Real People Michael Dell and Kevin Rollins Make Decisions Collaboratively	375	(2)
Simon's Normative Model	375	(2)
Dynamics of Decision Making	377	(2)
Improving Decision Making through Effective Knowledge Management	378	(1)
Real World/Real People Hackensack University Medical Center Uses Medically Based Knowledge Management Systems to Treat Patients	379	(6)
General Decision-Making Styles	380	(1)
Escalation of Commitment	381	(2)
The Role of Intuition in Decision Making	383	(2)
Real World/Real People John Martin Uses Intuition and Rationality to Solve a Problem	385	(1)
Group Decision Making	386	(1)
Group Involvement in Decision Making	386	(1)
OB Exercise Assessing Participation in Group Decision Making	387	(5)
Advantages and Disadvantages of Group-Aided Decision Making	388	(2)
Group Problem-Solving Techniques	390	(2)
Real World/Real People Engineers at Starkey Laboratories Design Products with Information-Sharing Software	392	(1)
Creativity	393	(4)
Definition and Stages	393	(1)
A Model of Organizational Creativity and Innovation	394	(3)
Real World/Real People Quest Diagnostics Measures and Rewards Creativity	397	(7)
Summary of Key Concepts	397	(1)
Discussion Questions	398	(1)
OB in Action Case Study IDEO Uses Its Creative Product Design Process to Help Companies Improve Their Products and Customer Service	399	(1)
Personal Awareness and Growth Exercise What Is Your Decision-Making Style?	400	(2)
Group Exercise Ethical Decision Making	402	(1)
Ethical Dilemma Are Lawyers at Vinson & Elkins Partly Responsible for Enron's Collapse?	403	(1)
Managing Conflict and Negotiation	404	(31)
Conflict: A Modern Perspective	406	(3)
The Language of Conflict: Metaphors and Meaning	407	(1)
A Conflict Continuum	408	(1)
Functional versus Dysfunctional Conflict	409	(1)
Why People Avoid Conflict	409	(1)
Real World/Real People A Friendly Corporate Tug-of-War	409	(2)
Antecedents of Conflict	410	(1)
Desired Conflict Outcomes	410	(1)
Types of Conflict	411	(5)
Personality Conflict	411	(1)
Intergroup Conflict	412	(3)
Cross-Cultural Conflict	415	(1)
Managing Conflict	416	(1)
Stimulating Functional Conflict	416	(1)
Real World/Real People The Founder of Patagonia Shakes Things Up	417	(3)
Alternative Styles for Handling Dysfunctional Conflict	419	(1)
Real World/Real People Burger King's CEO, Gregory D Brenneman, Knows When to Use the Hammer	420	(3)
Third-Party Interventions	420	(2)
Practical Lessons from Conflict Research	422	(1)
Negotiation	423	(1)
Two Basic Types of Negotiation	423	(1)
OB Exercise The Conflict Iceberg	424	(1)
Real World/Real People Time Warner's CEO, Dick Parsons, Got Some Win-Win Advice	425	(1)
Ethical Pitfalls in Negotiation	425	(1)
Practical Lessons from Negotiation Research	425	(1)
Conflict Management and Negotiation: A Contingency Approach	426	(9)
Summary of Key Concepts	428	(1)
Discussion Questions	429	(1)
OB in Action Case Study Pulp Friction at Weyerhaeuser	429	(1)
Personal Awareness and Growth Exercise What Is Your Primary Conflict-Handling Style?	430	(1)
Group Exercise Bangkok Blowup---A Role-Playing Exercise	431	(2)
Ethical Dilemma Fight Night for the Cubicle Dwellers?	433	(2)
Part Four Organizational Processes	435
Communication in the Internet Age	436	(38)
Basic Dimensions of the Communication Process	439	(3)
A Perceptual Process Model of Communication	439	(3)
Barriers to Effective Communication	442	(1)
Real World/Real People What Really Goes on during Conference Calls?	442	(2)
Interpersonal Communication	444	(1)
OB Exercise What Is Your Business Etiquette?	445	(2)
Assertiveness, Aggressiveness, and Nonassertiveness	446	(1)
Real World/Real People Jorge Blanco Changes His Communication Style for the Situation and Individuals Involved	447	(7)
Sources of Nonverbal Communication	447	(3)
Active Listening	450	(1)
Women and Men Communicate Differently	451	(3)
Organizational Communication	454	(1)
Formal Communication Channels: Up, Down, Horizontal, and External	454	(1)
Real World/Real People Effective Employee Suggestion Systems Reap Substantial Benefits	455	(6)
Informal Communication Channels: The Grapevine	456	(2)
Choosing Media: A Contingency Perspective	458	(2)
Communication Distortion	460	(1)
Communication in the Computerized Information Age	461	(1)
Real World/Real People Electronics Gone Crazy!	462	(12)
Internet/Intranet/Extranet	462	(1)
Electronic Mail	463	(2)
Handheld Devices	465	(1)
Blogs	466	(1)
Videoconferencing	466	(1)
Group Support Systems	467	(1)
Telecommuting	467	(1)
Summary of Key Concepts	468	(1)
Discussion Questions	469	(1)
OB in Action Case Study Is Information Technology More of a Help or Hindrance?	470	(1)
Personal Awareness and Growth Exercise Assessing Your Listening Skills	471	(1)
Group Exercise Practicing Different Styles of Communication	472	(1)
Ethical Dilemma Are Camera Cell Phones Creating Ethical Problems?	473	(1)
Influence Tactics, Empowerment, and Politics	474	(32)
Organizational Influence Tactics: Getting One's Way at Work	477	(1)
Nine Generic Influence Tactics	477	(1)
Three Possible Influence Outcomes	478	(1)
Real World/Real People Edward S Lampert, the Brains behind the Kmart and Sears Deal, Is a Very Persuasive Guy!	478	(3)
Practical Research Insights	479	(1)
How to Do a Better Job of Influencing and Persuading Others	480	(1)
Social Power	481	(2)
Dimensions of Power	482	(1)
Real World/Real People Deposed CEO Carly Fiorina Still Has Power	483	(1)
OB Exercise What Is Your Self-Perceived Power?	484	(2)
Research Insights about Social Power	484	(1)
Using Power Responsibly and Ethically	485	(1)
Empowerment: From Power Sharing to Power Distribution	486	(3)
A Matter of Degree	486	(1)
Participative Management	487	(1)
Delegation	488	(1)
Real World/Real People The CEO of Abercrombie & Fitch Co., Mike Jeffries, Hates to Delegate	489	(3)
Empowerment: The Research Record and Practical Advice	490	(2)
Organizational Politics and Impression Management	492	(6)
Definition and Domain of Organizational Politics	492	(2)
Political Tactics	494	(2)
Impression Management	496	(2)
OB Exercise How Much Do You Rely on Upward Impression Management Tactics?	498	(2)
Research Evidence on Organizational Politics and Impression Management	498	(1)
Managing Organizational Politics	499	(1)
Real World/Real People Jorma Ollila, CEO of Finland's Nokia, Hangs Up on Organizational Politics	500	(6)
Summary of Key Concepts	500	(1)
Discussion Questions	501	(1)
OB in Action Case Study A Retired US Marine Corps General Wages War on Hunger in Chicago	502	(1)
Personal Awareness and Growth Exercise How Political Are You?	503	(1)
Group Exercise You Make Me Feel So Good!	504	(1)
Ethical Dilemma Your Job: Up in Smoke?	505	(1)
Leadership	506	(36)
What Does Leadership Involve?	509	(3)
Leadership Defined	509	(1)
Approaches to Leadership	509	(2)
Leading versus Managing	511	(1)
Real World/Real People Best Buy Uses Multiple Programs to Develop Its Leaders	512	(1)
Trait and Behavioral Theories of Leadership	512	(2)
Trait Theory	512	(2)
Real World/Real People Anne Mulcahy Is a Credible Leader	514	(2)
Real World/Real People How Would You Like to Work for These Managers?	516	(3)
Behavioral Styles Theory	517	(2)
Situational Theories	519	(5)
Fiedler's Contingency Model	519	(2)
Path-Goal Theory	521	(3)
Real World/Real People Sony's President, Ryoji Chubachi, Uses Multiple Leader Behaviors to Get the Job Done	524	(1)
The Full-Range Theory of Leadership: From Laissez-Faire to Transformational Leadership	524	(4)
How Does Transformational Leadership Transform Followers?	525	(2)
Research and Managerial Implications	527	(1)
Additional Perspectives on Leadership	528	(1)
The Leader-Member Exchange (LMX) Model of Leadership	528	(1)
OB Exercise Assessing Your Leader-Member Exchange	529	(2)
Shared Leadership	530	(1)
Real World/Real People Shared Leadership Means Life or Death at Mayo Clinic	531	(11)
Level 5 Leadership	532	(2)
Servant-Leadership	534	(2)
The Role of Followers in the Leadership Process	536	(1)
Summary of Key Concepts	537	(1)
Discussion Questions	538	(1)
OB in Action Case Study Leadership Lessons from CEOs at Hewlett-Packard, Procter & Gamble, United Technologies, and IBM	538	(1)
Personal Awareness and Growth Exercise How Ready Are You to Assume the Leadership Role?	539	(1)
Group Exercise Exhibiting Leadership within the Context of Running a Meeting	540	(1)
Ethical Dilemma Doug Durand's Staff Engages in Questionable Sales Activities	541	(1)
Learning Module D (Web) Additional Leadership Modules
Creating Effective Organizations	542	(34)
Organizations: Definition and Perspectives	545	(4)
What Is an Organization?	545	(1)
Organization Charts	546	(1)
An Open-System Perspective of Organizations	547	(2)
Real World/Real People Switzerland's ABB Encourages Open-System Thinking at Its Tennessee Power Technologies Unit	549	(1)
Learning Organizations	549	(1)
The Changing Shape of Organizations	550	(3)
New-Style versus Old-Style Organizations	550	(1)
Three New Organizational Patterns	551	(2)
Real World/Real People When It Comes to Outsourcing, How Much Is Too Much?	553	(1)
Organizational Effectiveness (and the Threat of Decline)	554	(1)
Generic Organizational-Effectiveness Criteria	555	(1)
Real World/Real People Starbucks' Founder and Chairman, Howard Schultz, Brewed Up a Grand Vision	555	(4)
Multiple Effectiveness Criteria: Some Practical Guidelines	558	(1)
The Ever-Present Threat of Organizational Decline	558	(1)
Real World/Real People How Coke Lost Its Fizz	559	(1)
The Contingency Approach to Organizational Design	560	(5)
Differentiation and Integration: The Lawrence and Lorach Study	561	(2)
Mechanistic versus Organic Organizations	563	(2)
Three Important Contingency Variables: Technology, Size, and Strategic Choice	565	(4)
The Effect of Technology on Structure---Woodward and Beyond	566	(1)
Organizational Size and Performance	566	(2)
Strategic Choice and Organizational Structure	568	(1)
Real World/Real People CEO Jean-Pierre Garnier Strives for Smallness within Bigness at Britain's GlaxoSmithKline	569	(7)
Summary of Key Concepts	570	(1)
Discussion Questions	571	(1)
OB in Action Case Study Shaking Up Intel's Insides	571	(1)
Personal Awareness and Growth Exercise Organization Design Field Study	572	(1)
Group Exercise Stakeholder Audit Team	573	(1)
Ethical Dilemma Burger King Serves Up a High-Calorie Strategy	574	(2)
Managing Change and Stress	576
Forces of Change	578	(2)
External Forces	579	(1)
Real World/Real People Marathon Oil Experiences IBM's New Service Strategy	580	(2)
Internal Forces	581	(1)
Models and Dynamics of Planned Change	582	(1)
Types of Change	582	(1)
Real World/Real People Wal-Mart Created Competitive Advantage through Operational Innovations	583	(8)
Lewin's Change Model	584	(1)
A Systems Model of Change	585	(3)
Kotter's Eight Steps for Leading Organizational Change	588	(1)
Creating Change through Organization Development	589	(2)
Understanding and Managing Resistance to Change	591	(2)
Why People Resist Change in the Workplace	591	(2)
Real World/Real People Can a Foreigner Successfully Run Sony?	593	(2)
Research on Resistance to Change	594	(1)
OB Exercise Does Your Commitment to a Change Initiative Predict Your Behavioral Support for the Change?	595	(2)
Alternative Strategies for Overcoming Resistance to Change	596	(1)
OB Exercise Assessing an Organization's Readiness for Change	597	(1)
Dynamics of Stress	598	(5)
Defining Stress	599	(1)
A Model of Occupational Stress	599	(3)
Moderators of Occupational Stress	602	(1)
Real World/Real People Social Support Helps Amanda Albertelli Cope with Divorce	603	(3)
OB Exercise Where Are You on the Type A-B Behavior Continuum?	606
Stress-Reduction Techniques	606	(2)
Summary of Key Concepts	608	(1)
Discussion Questions	609	(1)
OB in Action Case Study GM Must Change to Survive	610	(1)
Personal Awareness and Growth Exercise Applying the Systems Model of Change	611	(1)
Group Exercise Creating Change at General Motors	612	(2)
Ethical Dilemma What Would You Do if Your Boss Had a Serious Mental Illness?	614
Learning Module E (Web) Research Methods in Organizational Behavior
Video Cases	1	(1)
Photo Credits	1	(1)
Endnotes	1	(1)
Glossary	1	(1)
Index	1