Organizational Behavior Foundations, Reality and Challenges (with InfoTrac)

by Nelson, Debra L.; Quick, James Campbell

• ISBN13: 9780324224702
• ISBN10: 0324224702
• Edition: 5th
• Format: Hardcover
• Copyright: 2005-01-12
• Publisher: South-Western College Pub

Summary

Organizational Behavior provides the essential knowledge base and skill set so that future managers can harness the power of employees and teams to successfully navigate the changing world of work. Organizational behavior is the study of individual behavior and group dynamics in organizational settings. It focuses on timeless topics like motivation, leadership, teamwork, and communication. The text presents the opportunity to know concepts, ideas, and theories, and to practice skills, abilities, and behaviors to enhance the management of human behavior at work. To make the book more relevant to the learner, we have enhanced and further integrated the subtitle Foundations, Realities, Challenges into the theme in the 5th edition. The reader will see the tie to the subtitle with new feature titles: Foundations (new title: Science), Realities (new title: The Real World), and Challenges (new title: You) that have a more contemporary and personal feel. This theme will be integrated throughout the text and supplements making a true integrated learning package. In this new edition, six new focus companies have been selected. The authors use the focus companies so that learners can see how one company responds to different organizational situations. The focus companies are a variety of company types, for example, Whole Foods, Pixar, and Canine Companions. The authors also make sure to integrate four organizational behavior key themes into each chapter. These supporting themes are globalization, diversity, technology, and ethics. Sub-themes are designed to arm future managers with the tools they need to meet organizational challenges.

Table of Contents

Part 1 Introduction	1	(78)
Organizational Behavior and Opportunity	2	(32)
Thinking Ahead: Cisco Systems	3	(1)
Human Behavior in Organizations	4	(4)
Understanding Human Behavior	5	(1)
Interdisciplinary Influences	5	(1)
Behavior in Times of Change	6	(1)
The Real World 1.1 The Outsourcing of America	7	(1)
The Organizational Context	8	(6)
Organizations as Open Systems	8	(1)
The Formal and Informal Organization	9	(2)
Six Focus Organizations	11	(3)
Change Creates Opportunities	14	(5)
The Real World 1.2 Carly Drives Change	15	(1)
Four Challenges for Managers Related to Change	15	(1)
You 1.1 Analyze Your Perceptions of a Change	16	(1)
Global Competition in Business	16	(1)
Customer Focused for High Quality	16	(2)
Behavior and Quality at Work	18	(1)
Managing Organizational Behavior in Changing Times	18	(1)
Science Innovation in a Supportive, Safe Workplace	19	(1)
Learning about Organizational Behavior	19	(5)
Objective Knowledge	20	(1)
You 1.2 Learning Style Inventory	21	(1)
Skill Development	22	(1)
Application of Knowledge and Skills	23	(1)
Plan for the Book	24	(1)
Managerial Implications: Foundations for the Future	24	(1)
Looking Back: Cisco Systems	25	(9)
Chapter Summary	26	(1)
Key Terms	27	(1)
Review Questions	27	(1)
Discussion and Communication Questions	27	(1)
Ethical Dilemma	28	(1)
Experiential Exercises	28	(2)
Biz Flix 8 Mile	30	(1)
Workplace Video CVS Corporation: Foundations of Behavior in Organizations	30	(2)
Case Johnson & Johnson: Using a Credo for Business Guidance	32	(2)
Challenges for Managers	34	(45)
Thinking Ahead: Pixar Animation Studios	35	(1)
Management Challenges in a New Time	36	(1)
The Global Village	37	(7)
Changes in the Global Marketplace	37	(1)
The Real World 2.1 Toyota Learns to Speak to Gen Y	38	(1)
Understanding Cultural Differences	39	(3)
You 2.1 Planning for a Global Career	42	(2)
Developing Cross-Cultural Sensitivity	44	(1)
The Diverse Workforce	44	(8)
Science The Positive Value of an Open Mind	45	(1)
Cultural Diversity	45	(1)
Gender Diversity	46	(2)
Age Diversity	48	(1)
Ability Diversity	49	(1)
Differences Are Assets	50	(1)
Diversity's Benefits and Problems	51	(1)
Ethics, Character, and Personal Integrity	52	(8)
Employee Rights	54	(1)
You 2.2 How Much Do You Know about Sexual Harassment?	55	(1)
Sexual Harassment	55	(1)
Romantic Involvements	56	(1)
Organizational Justice	57	(1)
Whistle-Blowing	57	(1)
Social Responsibility	58	(1)
Codes of Ethics	58	(2)
Technological Innovation	60	(5)
The Real World 2.2 Sony In English	61	(1)
Alternative Work Arrangements	62	(1)
Emerging Managerial Realities	62	(1)
Helping Employees Adjust to Technological Change	63	(2)
Managerial Implications: Beating the Challenges	65	(1)
Looking Back: Pixar Animation Studios	65	(14)
Chapter Summary	66	(1)
Key Terms	66	(1)
Review Questions	67	(1)
Discussion and Communication Questions	67	(1)
Ethical Dilemma	67	(1)
Experiential Exercises	68	(4)
Biz Flix Mr. Baseball	72	(1)
Workplace Video Merrill Lynch: Telecommuting	72	(2)
Case Growth Challenges for Harley-Davidson	74	(2)
Cohesion Case Part 1 Google™ (A)	76	(3)
Part 2 Individual Processes and Behavior	79	(168)
Personality, Perception, and Attribution	80	(34)
Thinking Ahead: The Coca-Cola Company	81	(1)
Individual Differences and Organizational Behavior	82	(1)
Personality	83	(7)
Personality Theories	83	(2)
Personality Characteristics in Organizations	85	(1)
You 3.1 What's Your Locus of Control?	86	(2)
You 3.2 Are You a High or Low Self-Monitor?	88	(1)
Measuring Personality	89	(1)
A Popular Application of Personality Theory in Organizations: The Myers-Briggs Type Indicator	90	(6)
The Preferences	91	(2)
The Real World 3.1 Michael Dell: Square and Vanilla?	93	(1)
The Sixteen Types	93	(3)
Social Perception	96	(7)
Characteristics of the Perceiver	96	(2)
Characteristics of the Target	98	(1)
Characteristics of the Situation	98	(1)
The Real World 3.2 Synesthesia: Unusual Perception	99	(1)
Barriers to Social Perception	100	(1)
Science What's in a Name	101	(1)
Impression Management	102	(1)
Attribution in Organizations	103	(2)
Internal and External Attributions	103	(1)
Attributional Biases	104	(1)
Managerial Implications: Using Personality, Perception, and Attribution at Work	105	(1)
Looking Back: The Coca-Cola Company	106	(8)
Chapter Summary	106	(1)
Key Terms	107	(1)
Review Questions	107	(1)
Discussion and Communication Questions	107	(1)
Ethical Dilemma	108	(1)
Experiential Exercises	108	(3)
Biz Flix The Breakfast Club	111	(1)
Workplace Video Le Meridien: Managing the New Workplace	111	(1)
Case Sir Richard Branson: The Development of an Entrepreneur	112	(2)
Attitudes, Values, and Ethics	114	(34)
Thinking Ahead: Whole Foods Market	115	(1)
Attitudes	116	(11)
The ABC Model	116	(1)
The Real World 4.1 A New Twist on Attitudes at Despair, Inc.	117	(1)
Attitude Formation	118	(1)
Attitudes and Behavior	119	(1)
Work Attitudes	120	(1)
You 4.1 Assess Your Job Satisfaction	121	(4)
Persuasion and Attitude Change	125	(2)
Values	127	(5)
Instrumental and Terminal Values	128	(1)
The Real World 4.2 A Simple Recipe for Corporate Meltdown	129	(1)
Work Values	130	(1)
Cultural Differences in Values	130	(1)
You 4.2 What Do You Value at Work?	131	(1)
Ethical Behavior	132	(7)
Science Pigs in Pinstriped Suits	133	(3)
Value Systems	136	(1)
Locus of Control	136	(1)
Machiavellianism	137	(1)
Cognitive Moral Development	137	(2)
Managerial Implications: Attitudes, Values, and Ethics at Work	139	(1)
Looking Back: Whole Foods Market	139	(9)
Chapter Summary	140	(1)
Key Terms	140	(1)
Review Questions	140	(1)
Discussion and Communication Questions	141	(1)
Ethical Dilemma	141	(1)
Experiential Exercises	142	(2)
Biz Flix The Emperor's Club	144	(1)
Workplace Video The Timberland Company: Ethics and Social Responsibility	144	(2)
Case Canine Companions for Independence: Values-Based Service for Disabled People	146	(2)
Motivation at Work	148	(30)
Thinking Ahead: Canine Companions for Independence	149	(1)
Motivation and Work Behavior	150	(3)
Internal Needs	150	(1)
You 5.1 Protestant Ethic	151	(1)
External Incentives	152	(1)
Employee Recognition and Ownership	152	(1)
Maslow's Need Hierarchy	153	(2)
The Hierarchy Needs	153	(1)
Theory X and Theory Y	154	(1)
ERG Theory	154	(1)
The Real World 5.1 Food . . . Basic in Maslow's Hierarchy of Needs	155	(1)
McClelland's Need Theory	155	(2)
Need for Achievement	156	(1)
Need for Power	156	(1)
Need for Affiliation	157	(1)
Herzberg's Two-Factor Theory	157	(4)
Science Intrinsic Motivation Increases with Instrumental Support on the Job	158	(1)
Motivation Factors	158	(2)
Hygiene Factors	160	(1)
Critique of the Two-Factor Theory	160	(1)
You 5.2 What's Important to Employees?	161	(1)
Two New Ideas in Motivation	161	(1)
Eustress, Strength, and Hope	161	(1)
Positive Energy and Full Engagement	162	(1)
Social Exchange and Equity Theory	162	(5)
Demands and Contributions	162	(2)
The Real World 5.2 Take Care of People . . . They'll Take Care of Business	164	(1)
Adams's Theory of Inequity	164	(1)
The Resolution of Inequity	165	(1)
New Perspectives on Equity Theory	166	(1)
Expectancy Theory of Motivation	167	(2)
Motivational Problems	168	(1)
Motivational and Moral Maturity	169	(1)
Cultural Differences in Motivation	169	(1)
Managerial Implications: Many Ways to Motivate People	169	(1)
Looking Back: Canine Companions for Independence	170	(8)
Chapter Summary	171	(1)
Key Terms	171	(1)
Review Questions	172	(1)
Discussion and Communication Questions	172	(1)
Ethical Dilemma	172	(1)
Experiential Exercises	173	(2)
Biz Flix For Love of the Game	175	(1)
Workplace Video Buffalo Zoo: Motivation in Organization	175	(1)
Case Motivating Creativity at Pixar Animation Studios	176	(2)
Learning and Performance Management	178	(34)
Thinking Ahead: Virgin Group, Ltd.	179	(1)
Learning in Organizations	180	(6)
Classical Conditioning	180	(1)
Operant Conditioning	181	(1)
The Strategies of Reinforcement, Punishment, and Extinction	181	(3)
The Real World 6.1 The Fear Factor? . . . Not at Southwest Airlines	184	(1)
Bandura's Social Learning Theory	184	(1)
Learning and Personality Differences	185	(1)
Goal Setting at Work	186	(5)
Characteristics of Effective Goals	186	(2)
You 6.1 Task--Goal Attribute Questionnaire	188	(1)
Increasing Work Motivation and Task Performance	189	(1)
Reducing Role Stress, Conflict, and Ambiguity	189	(1)
Improving Performance Evaluation	190	(1)
Science Predicting Job Performance	191	(1)
Performance: A Key Construct	191	(5)
Performance Management	192	(1)
Defining Performance	192	(1)
Measuring Performance	193	(1)
Performance Feedback: A Communication Challenge	194	(1)
360-Degree Feedback	195	(1)
Developing People and Enhancing Careers	196	(1)
Key Characteristics of an Effective Appraisal System	196	(1)
Rewarding Performance	196	(2)
A Key Organizational Decision Process	196	(1)
Individual versus Team Reward Systems	197	(1)
The Power of Earning	197	(1)
You 6.2 Correcting Poor Performance	198	(1)
Correcting Poor Performance	198	(4)
The Real World 6.2 Loop Customer Management's Performance Management Framework	199	(1)
Performance and Kelley's Attribution Theory	200	(1)
Coaching, Counseling, and Mentoring	201	(1)
Managerial Implications: Performance Management Is a Key Task	202	(1)
Looking Back: Virgin Group, Ltd.	203	(9)
Chapter Summary	204	(1)
Key Terms	204	(1)
Review Questions	205	(1)
Discussion and Communication Questions	205	(1)
Ethical Dilemma	205	(1)
Experiential Exercises	206	(2)
Biz Flix Seabiscuit	208	(1)
Workplace Video Fannie Mae: Human Resource Management	208	(1)
Case Hewlett-Packard's Approach to Encouraging and Rewarding Employee Performance	209	(3)
Stress and Well-Being at Work	212	(35)
Thinking Ahead: Pixar Animation Studios	213	(1)
What Is Stress?	214	(3)
Four Approaches to Stress	214	(1)
You 7.1 The Frazzle Factor	215	(2)
The Stress Response	217	(1)
Sources of Work Stress	217	(4)
Work Demands	217	(2)
Science Political Skill as an Antidote for Role Conflict	219	(2)
Nonwork Demands	221	(1)
The Consequences of Stress	221	(4)
Performance and Health Benefits	222	(1)
Individual Distress	223	(1)
The Real World 7.1 Routing Rust-Out . . . at Sainsbury's and Elsewhere	224	(1)
Organizational Distress	225	(1)
Individual Differences in the Stress-Strain Relationship	225	(3)
Gender Effects	226	(1)
Type A Behavior Pattern	226	(1)
Personality Hardiness	227	(1)
Self-Reliance	227	(1)
Preventive Stress Management	228	(8)
You 7.2 Are You Self-Reliant?	229	(1)
Organizational Stress Prevention	229	(2)
The Real World 7.2 Dead Hard Drive? . . . Oh, Good Grief!	231	(2)
Individual Prevention	233	(3)
Comprehensive Health Promotion	236	(1)
Managerial Implications: Stress Without Distress	236	(1)
Looking Back: Pixar Animation Studios	237	(10)
Chapter Summary	238	(1)
Key Terms	238	(1)
Review Questions	239	(1)
Discussion and Communication Questions	239	(1)
Ethical Dilemma	239	(1)
Experiential Exercises	240	(2)
Biz Flix Meet the Parents	242	(1)
Workplace Video Fallon Worldwide: Corporate Culture	242	(1)
Case The American Red Cross: Providing Training to Protect Employees' Health and Safety	243	(2)
Cohesion Case Part 2 Google™ (B)	245	(2)
Part 3 Interpersonal Processes and Behavior	247	(212)
Communication	248	(34)
Thinking Ahead: Cisco Systems	249	(1)
Interpersonal Communication	250	(6)
An Interpersonal Communication Model	250	(2)
The Real World 8.1 Feedback at Intuit Corporation	252	(1)
Reflective Listening	252	(1)
Science Reflective Listening Affects Behaviors and Emotions	253	(3)
Five Keys To Effective Supervisory Communication	256	(2)
Expressive Speakers	256	(1)
Empathetic Listeners	256	(1)
Persuasive Leaders (and Some Exceptions)	256	(1)
You 8.1 Are You an Active Listener?	257	(1)
Sensitive to Feelings	257	(1)
Informative Managers	257	(1)
Barriers and Gateways to Communication	258	(2)
Physical Separation	258	(1)
Status Differences	258	(1)
Gender Differences	259	(1)
Cultural Diversity	259	(1)
Language	260	(1)
Defensive and Nondefensive Communication	260	(4)
Defensive Communication at Work	261	(1)
You 8.2 What Kind of a Defender Are You?	262	(1)
Defensive Tactics	263	(1)
Nondefensive Communication	264	(1)
Nonverbal Communication	264	(4)
Proxemics	265	(2)
Kinesics	267	(1)
Facial and Eye Behavior	267	(1)
Paralanguage	267	(1)
How Accurately Do We Decode Nonverbal Cues?	268	(1)
Positive, Healthy Communication	268	(2)
Communicating through New Technologies	270	(3)
Written Communication	270	(1)
Communication Technologies	270	(1)
The Real World 8.2 Communication Advances at FedEx	271	(1)
How Do Communication Technologies Affect Behavior?	272	(1)
Managerial Implications: Communicate with Strength and Clarity	273	(1)
Looking Back: Cisco Systems	274	(8)
Chapter Summary	275	(1)
Key Terms	275	(1)
Review Questions	275	(1)
Discussion and Communication Questions	276	(1)
Ethical Dilemma	276	(1)
Experiential Exercises	277	(2)
Biz Flix Patch Adams	279	(1)
Workplace Video Le Meridien Hotel: Communicating in Organizations	279	(1)
Case Implications of Communicating through New Technologies	280	(2)
Work Teams and Groups	282	(32)
Thinking Ahead: Whole Foods Market	283	(2)
Group Behavior	285	(1)
Norms of Behavior	285	(1)
Group Cohesion	285	(1)
Social Loafing	285	(1)
Loss of Individuality	286	(1)
Group Formation and Development	286	(8)
Group Formation	286	(1)
The Real World 9.1 Breaking All the Rules at GM	287	(1)
Stages of Group Development	288	(2)
Characteristics of a Mature Group	290	(2)
You 9.1 How Cohesive Is Your Group?	292	(1)
Task and Maintenance Functions	293	(1)
Work Teams in Organizations	294	(4)
Why Work Teams?	294	(2)
The Real World 9.2 Teamwork for a Cause	296	(1)
Work Team Structure and Work Team Process	296	(1)
Quality Teams and Circles	297	(1)
Social Benefits	298	(1)
Diversity and Creativity in Teams	298	(1)
Dissimilarity	298	(1)
Creativity	299	(1)
Empowerment and Self-Managed Teams	299	(3)
Empowerment Skills	300	(1)
Self-Managed Teams	300	(1)
You 9.2 Are You an Empowered Employee?	301	(1)
Science Self-Directed Work Teams	302	(1)
Upper Echelons: Teams at the Top	302	(3)
Diversity at the Top	303	(1)
Multicultural Top Teams	304	(1)
Managerial Implications: Teamwork for Productivity and Quality	305	(1)
Looking Back: Whole Foods Market	306	(8)
Chapter Summary	307	(1)
Key Terms	308	(1)
Review Questions	308	(1)
Discussion and Communication Questions	308	(1)
Ethical Dilemma	309	(1)
Experiential Exercises	309	(2)
Biz Flix Apollo 13	311	(1)
Workplace Video Cannondale Corporation: Teamwork in Organizations	311	(1)
Case The Eden Alternative: Implications for Empowerment and Teamwork	312	(2)
Decision Making by Individuals and Groups	314	(40)
Thinking Ahead: Canine Companions for Independence	315	(1)
The Decision-Making Process	316	(2)
The Real World 10.1 Blue Man Group---Staying True Blue	318	(1)
Models of Decision Making	318	(2)
Rational Model	318	(1)
Bounded Rationality Model	319	(1)
Garbage Can Model	319	(1)
Decision Making and Risk	320	(2)
Risk and the Manager	320	(1)
Escalation of Commitment	321	(1)
Jung's Cognitive Styles	322	(2)
Other Individual Influences on Decision Making	324	(7)
The Role of Intuition	324	(1)
You 10.1 Which Side of Your Brain Do You Favor?	325	(2)
Creativity at Work	327	(1)
Science For Creative Problem Solving, Sleep on It!	328	(2)
You 10.2 Creative or Logical Problem Solving: What Is Your Preference?	330	(1)
Participation in Decision Making	331	(2)
The Effects of Participation	331	(1)
Foundations for Participation and Empowerment	332	(1)
What Level of Participation?	333	(1)
The Group Decision-Making Process	333	(4)
Advantages and Disadvantages of Group Decision Making	334	(1)
Groupthink	334	(2)
Group Polarization	336	(1)
Techniques for Group Decision Making	337	(3)
Brainstorming	337	(1)
Nominal Group Technique	337	(1)
Delphi Technique	338	(1)
Devil's Advocacy	338	(1)
Dialectical Inquiry	338	(1)
Quality Circles and Quality Teams	338	(1)
Self-Managed Teams	339	(1)
Cultural Issues in Decision Making	340	(1)
Technological Aids to Decision Making	340	(3)
Expert Systems	340	(1)
Decision Support Systems	341	(1)
Group Decision Support Systems	341	(1)
Decision Making in the Virtual Workplace	342	(1)
Ethical Issues in Decision Making	343	(1)
The Real World 10.2 Drug Testing Dilemmas at Caterpillar, Inc.	344	(1)
Managerial Implications: Decision Making Is a Critical Activity	344	(1)
Looking Back: Canine Companions for Independence	345	(9)
Chapter Summary	345	(1)
Key Terms	346	(1)
Review Questions	346	(1)
Discussion and Communication Questions	346	(1)
Ethical Dilemma	347	(1)
Experiential Exercises	347	(3)
Biz Flix Dr. Seuss' How the Grinch Stole Christmas	350	(1)
Workplace Video Machado & Silvetti: Managerial Decision Making	350	(2)
Case The Context of Decision Making at Whole Foods Market	352	(2)
Power and Political Behavior	354	(32)
Thinking Ahead: Cisco Systems	355	(1)
The Concept of Power	356	(1)
Forms and Sources of Power in Organizations	356	(7)
Interpersonal Forms of Power	356	(1)
The Real World 11.1 American Airlines---Power Blunder	357	(1)
Using Power Ethically	358	(2)
Two Faces of Power: One Positive, One Negative	360	(1)
Science There's Power in Family-Owned Businesses	361	(1)
Intergroup Sources of Power	362	(1)
Power Analysis: A Broader View	363	(1)
Symbols of Power	364	(2)
Kanter's Symbols of Power	364	(1)
Kanter's Symbols of Powerlessness	365	(1)
Korda's Symbols of Power	365	(1)
Political Behavior in Organizations	366	(4)
You 11.1 Evaluate Your Political Potential	367	(1)
Influence Tactics	367	(3)
Managing Political Behavior in Organizations	370	(1)
Managing Up: Managing The Boss	370	(2)
Sharing Power: Empowerment	372	(4)
You 11.2 Are You Self-Empowered?	373	(3)
Managerial Implications: Using Power Effectively	376	(2)
The Real World 11.2 Merck---Empowerment Backfires	377	(1)
Looking Back: Cisco Systems	378	(8)
Chapter Summary	379	(1)
Key Terms	379	(1)
Review Questions	380	(1)
Discussion and Communication Questions	380	(1)
Ethical Dilemma	380	(1)
Experiential Exercises	381	(2)
Biz Flix Scarface	383	(1)
Workplace Video Buffalo Zoo: Leadership in Organizations	383	(1)
Case The American Heart Association: Exercising Influence through Public Advocacy	384	(2)
Leadership and Followership	386	(34)
Thinking Ahead: Virgin Group Ltd.	387	(1)
Leadership and Management	388	(1)
Early Trait Theories	389	(1)
Behavioral Theories	390	(4)
Lewin Studies	390	(1)
Ohio State Studies	390	(1)
Michigan Studies	391	(1)
The Leadership Grid: A Contemporary Extension	391	(1)
You 12.1 How Does Your Supervisor Lead?	392	(2)
Contingency Theories	394	(5)
Fiedler's Contingency Theory	394	(2)
Path--Goal Theory	396	(1)
Vroom-Yetton-Jago Normative Decision Model	397	(2)
The Situational Leadership® Model	399	(1)
Recent Developments in Leadership Theory	399	(4)
Leader--Member Exchange	400	(1)
Substitutes for Leadership	401	(1)
Transformational Leadership	401	(1)
Charismatic Leadership	402	(1)
Science Does Clowning Around Pay Off? A Look at Leadership and Humor	403	(1)
Emerging Issues in Leadership	403	(2)
Emotional Intelligence	403	(1)
Trust	404	(1)
Women Leaders	405	(1)
Servant Leadership	405	(1)
Followership	405	(3)
Types of Followers	405	(1)
The Real World 12.1 A Selfish Leader Among the Selfless? The Boston Cure Project	406	(1)
The Dynamic Follower	407	(1)
You 12.2 Are You an Effective Follower?	408	(1)
Cultural Differences in Leadership	408	(2)
The Real World 12.2 Ray Hood-Phillips: A Leader and Dynamic Follower	409	(1)
Guidelines for Leadership	410	(1)
Looking Back: Virgin Group Ltd.	411	(9)
Chapter Summary	411	(1)
Key Terms	412	(1)
Review Questions	412	(1)
Discussion and Communication Questions	412	(1)
Ethical Dilemma	413	(1)
Experiential Exercises	413	(4)
Biz Flix U-571	417	(1)
Workplace Video The Vermont Teddy Bear Company: Liz Robert---CEO	417	(1)
Case Norman Brinker and Brinker International	418	(2)
Conflict and Negotiation	420	(39)
Thinking Ahead: Whole Foods Market	421	(1)
The Nature of Conflicts in Organizations	421	(2)
Importance of Conflict Management Skills for the Manager	422	(1)
Functional versus Dysfunctional Conflict	422	(1)
Causes of Conflict in Organizations	423	(5)
The Real World 13.1 Do Lawyers Need Hazardous Duty Pay?	424	(1)
Structural Factors	424	(2)
Personal Factors	426	(1)
The Real World 13.2 ``Bully'' Gates?	427	(1)
Globalization and Conflict	428	(1)
Forms of Conflict in Organizations	429	(2)
Interorganizational Conflict	429	(1)
Intergroup Conflict	429	(1)
Intragroup Conflict	430	(1)
Interpersonal Conflict	430	(1)
Intrapersonal Conflict	430	(1)
You 13.1 Assess Your Team's Conflict	431	(1)
Intrapersonal Conflict	431	(1)
Interpersonal Conflict	432	(4)
Science A Positive Role for Political Skill	433	(1)
Power Networks	433	(1)
Defense Mechanisms	434	(2)
Conflict Management Strategies and Techniques	436	(4)
Ineffective Techniques	437	(1)
Effective Techniques	437	(3)
Conflict Management Styles	440	(3)
Avoiding	440	(1)
Accommodating	440	(1)
Competing	441	(1)
Compromising	441	(1)
Collaborating	442	(1)
Managerial Implications: Creating a Conflict-Positive Organization	443	(3)
You 13.2 What Is Your Conflict-Handling Style?	444	(2)
Looking Back: Whole Foods Market	446	(13)
Chapter Summary	446	(1)
Key Terms	447	(1)
Review Questions	447	(1)
Discussion and Communication Questions	447	(1)
Ethical Dilemma	447	(1)
Experiential Exercises	448	(4)
Biz Flix The Guru	452	(1)
Workplace Video Fallon Worldwide: Managing in a Global Environment	452	(2)
Case Vying for Control of Molson Inc.	454	(2)
Cohesion Case Part 3 Google™ (C)	456	(3)
Part 4 Organizational Processes and Structure	459
Jobs and the Design of Work	460	(32)
Thinking Ahead: Pixar Animation Studios	461	(1)
Work in Organizations	462	(3)
The Meaning of Work	462	(1)
The Real World 14.1 Croner Consulting Looks at Work in the United Kingdom	463	(1)
Jobs in Organizations	464	(1)
Traditional Approaches to Job Design	465	(8)
Scientific Management	465	(1)
Job Enlargement/Job Rotation	466	(1)
Job Enrichment	467	(1)
Job Characteristics Theory	468	(2)
You 14.1 Diagnosing Your Job	470	(2)
Engagement	472	(1)
The Real World 14.2 Nourishing Engagement	473	(1)
Alternative Approaches to Job Design	473	(6)
Social Information Processing	473	(1)
Ergonomics and Interdisciplinary Framework	474	(1)
Science Ergonomic Office Design	475	(1)
International Perspectives on the Design of Work	476	(2)
Work Design and Well-Being	478	(1)
Contemporary Issues in the Design of Work	479	(4)
Telecommuting	479	(1)
You 14.2 Is Your Work Environment a Healthy One?	480	(1)
Alternative Work Patterns	481	(1)
Technology at Work	481	(1)
Task Revision	482	(1)
Skill Development	483	(1)
Managerial Implications: The Changing Nature of Work	483	(1)
Looking Back: Pixar Animation Studios	484	(8)
Chapter Summary	485	(1)
Key Terms	485	(1)
Review Questions	485	(1)
Discussion and Communication Questions	485	(1)
Ethical Dilemma	486	(1)
Experiential Exercises	486	(3)
Biz Flix Reality Bites	489	(1)
Workplace Video Machado & Silvetti: Using Structural Design to Achieve Strategic Goals	489	(1)
Case Creating Jobs for Improved Performance: The Coca-Cola Way	490	(2)
Organizational Design and Structure	492	(36)
Thinking Ahead: The Coca-Cola Company	493	(1)
Key Organizational Design Processes	494	(6)
The Real World 15.1 GM---The Way It Was . . . The Way It Is	495	(1)
Differentiation	495	(3)
Integration	498	(2)
Basic Design Dimensions	500	(2)
The Real World 15.2 The Royal Bank of Canada Decentralizes	501	(1)
Five Structural Configurations	502	(3)
Simple Structure	502	(1)
Machine Bureaucracy	502	(1)
You 15.1 How Decentralized Is Your Company?	503	(1)
Professional Bureaucracy	503	(1)
Divisionalized Form	504	(1)
Adhocracy	504	(1)
Contextual Variables	505	(9)
Size	505	(2)
Technology	507	(2)
Environment	509	(2)
Science Organization Structure as a Moderator	511	(1)
Strategy and Goals	511	(3)
Forces Reshaping Organizations	514	(4)
Life Cycles in Organizations	514	(1)
Globalization	514	(1)
Changes in Information-Processing Technologies	515	(1)
Demands on Organizational Processes	515	(1)
Emerging Organizational Structures	516	(1)
You 15.2 Managers of Today and the Future	517	(1)
Cautionary Notes about Structure	518	(1)
Managerial Implications: Fitting People and Structures Together	518	(1)
Looking Back: The Coca-Cola Company	519	(9)
Chapter Summary	520	(1)
Key Terms	520	(1)
Review Questions	521	(1)
Discussion and Communication Questions	521	(1)
Ethical Dilemma	521	(1)
Experiential Exercises	522	(3)
Biz Flix Casino	525	(1)
Workplace Video Student Advantage: Fundamentals of Organizing	525	(1)
Case Solectron Corperation---Integrated Supply Chain Solutions for Network Organizations	526	(2)
Organizational Culture	528	(32)
Thinking Ahead: Canine Companions for Independence	529	(1)
The Key Role of Organizational Culture	530	(6)
Culture and Its Levels	530	(1)
Artifacts	530	(4)
Values	534	(1)
The Real World 16.1 Doughnut Culture in a Diet-Conscious World	535	(1)
Assumptions	536	(1)
Functions and Effects of Organizational Culture	536	(2)
You 16.1 Analyzing the Three Levels of Culture	537	(1)
The Strong Culture Perspective	537	(1)
The Fit Perspective	538	(1)
The Adaptation Perspective	538	(1)
The Leader's Role in Shaping and Reinforcing Culture	538	(3)
What Leaders Pay Attention To	539	(1)
How Leaders React to Crises	539	(1)
Science Adaptive Cultures Are Important in Russia	540	(1)
How Leaders Behave	540	(1)
How Leaders Allocate Rewards	540	(1)
How Leaders Hire and Fire Individuals	541	(1)
Organizational Socialization	541	(3)
The Stages of the Socialization Process	542	(1)
Outcomes of Socialization	543	(1)
Socialization as Cultural Communication	544	(1)
Assessing Organizational Culture	544	(1)
Organizational Culture Inventory	545	(1)
Kilmann-Saxton Culture-Gap Survey	545	(1)
Triangulation	545	(1)
Changing Organizational Culture	545	(7)
The Real World 16.2 Continental Airlines: Changing Corporate Culture by Changing Artifacts	548	(1)
Developing a Global Organizational Culture	549	(1)
Developing an Ethical Organizational Culture	549	(1)
Developing a Culture of Empowerment and Quality	550	(1)
You 16.2 Organizational Culture and Ethics	551	(1)
Managerial Implications: The Organizational Culture Challenge	552	(1)
Looking Back: Canine Companions for Independence	553	(7)
Chapter Summary	553	(1)
Key Terms	553	(1)
Review Questions	554	(1)
Discussion and Communication Questions	554	(1)
Ethical Dilemma	554	(1)
Experiential Exercises	555	(1)
Biz Flix Backdraft	556	(1)
Workplace Video Fannie Mae: Diversity and Corporate Culture	556	(1)
Case Patagonia's Culture	557	(3)
Career Management	560	(38)
Thinking Ahead: Virgin Group Ltd.	561	(1)
Careers as Joint Responsibilities	562	(1)
A New Career	562	(9)
Becoming Your Own Career Coach	564	(1)
Emotional Intelligence and Career Success	564	(1)
Preparing for the World of Work	565	(1)
Occupational Choice	565	(1)
You 17.1 What's Your El at Work?	566	(1)
The Real World 17.1 The Trump Organization and Johnson & Johnson: Emotional Intelligence Can Make or Break Your Career	567	(1)
Organizational Choice and Entry	568	(1)
Realistic Job Previews	569	(1)
The Real World 17.2 Microsoft: Crazy Interview Questions	570	(1)
The Career Stage Model	571	(1)
The Establishment Stage	572	(4)
Psychological Contracts	573	(1)
The Stress of Socialization	574	(1)
Easing the Transition from Outsider to Insider	574	(2)
The Advancement Stage	576	(5)
Career Paths and Career Ladders	576	(1)
Finding a Mentor	577	(2)
Dual-Career Partnerships	579	(1)
Work-Home Conflicts	580	(1)
The Maintenance Stage	581	(2)
Science How to Succeed in the Boundaryless Career	582	(1)
Sustaining Performance	582	(1)
Becoming a Mentor	582	(1)
The Withdrawal Stage	583	(2)
Planning for Change	583	(1)
Retirement	583	(1)
Career Anchors	584	(1)
Managerial Implications: Managing Your Career	585	(3)
You 17.2 Assess Your Flexibility Skills	587	(1)
Looking Back: Virgin Group Ltd.	588	(10)
Chapter Summary	589	(1)
Key Terms	589	(1)
Review Questions	589	(1)
Discussion and Communication Questions	590	(1)
Ethical Dilemma	590	(1)
Experiential Exercises	591	(3)
Biz Flix The Secret of My Success	594	(1)
Workplace Video LaBelle Management: Career Management	594	(2)
Case Oprah Winfrey's Career Impact	596	(2)
Managing Change	598
Thinking Ahead: The Coca-Cola Company	599	(1)
Forces for Change in Organizations	599	(5)
External Forces	600	(2)
The Real World 18.1 Kellogg and MTV: Soggy Corn Flakes in India	602	(2)
Internal Forces	604	(1)
Change is Inevitable	604	(2)
The Scope of Change	604	(1)
The Change Agent's Role	605	(1)
The Process of Change in Organizations	606	(9)
Science Taking Care of Business with Team Citizenship Behaviors	607	(1)
Resistance to Change	607	(1)
Managing Resistance to Change	608	(1)
You 18.1 Tolerance for Ambiguity	609	(2)
Behavioral Reactions to Change	611	(2)
Lewin's Change Model	613	(2)
You 18.2 Applying Force Field Analysis	615	(1)
Organization Development Interventions	615	(8)
Diagnosis and Needs Analysis	616	(1)
Organization- and Group-Focused Techniques	617	(3)
Individual-Focused Techniques	620	(2)
The Real World 18.2 Wachovia: Extensive Executive Coaching	622	(1)
Ethical Considerations in Organization Development	623	(1)
Are Organization Development Efforts Effective?	624	(1)
Managerial Implications: Managing Change	624	(1)
Looking Back: The Coca-Cola Company	625
Chapter Summary	626	(1)
Key Terms	626	(1)
Review Questions	626	(1)
Discussion and Communication Questions	627	(1)
Ethical Dilemma	627	(1)
Experiential Exercises	628	(2)
Biz Flix Field of Dreams	630	(1)
Workplace Video Peter Pan Bus Lines: Change and Development	630	(2)
Case Forces for Innovation at Cisco Systems	632	(2)
Cohesion Case Part 4 Google™ (D)	634
Appendix A A Brief Historical Perspective	1	(1)
One Hundred Years of Progress	1	(2)
The Hawthorne Studies	3
Experiments in Illumination	3	(1)
Relay Assembly Test Room Study	4	(1)
Experiments in Interviewing Workers	4	(1)
The Bank Wiring Room Study	5
Appendix B How Do We Know What We Know about Organizational Behavior?	1	(1)
Why Managers Should Know about Research	1	(2)
Our Basis for Knowledge	3	(1)
Armchair Theories	3	(1)
Case Studies	3	(1)
Scientific Research	4	(1)
Scientific Inquiry	4	(1)
Purposes of Scientific Research: Applied and Basic Research	4	(1)
The Two Faces of Science: Theory and Empirical Research	4	(1)
The Research Process	5	(3)
Problem Definition	6	(1)
Theoretical Framework	7	(1)
Hypotheses	7	(1)
Research Design	7	(1)
Data Collection	8	(1)
Data Analysis	8	(1)
Interpreting Results and Drawing Conclusions	8	(1)
Summary	8	(1)
Research Design	8	(11)
Important Concepts in Research Design	9	(1)
Purpose of Study and Design Choices	9	(1)
Causal Studies	9	(3)
Correlational Studies	12	(1)
Measurement Issues	12	(2)
Data Collection Methods	14	(2)
Sampling Design	16	(1)
Data Analysis Procedures	17	(2)
Biases in Interpretation of Results	19	(1)
Organizational Behavior Research and You	19
References	1	(1)
Glossary	1	(1)
Company Index	1	(4)
Name Index	5	(6)
Subject Index	11