Ans 7 ) (a) Classification & hierarchy of Maslow: Maslow needs of hierarchy is perhaps the most widely

know theory relating individual needs to motivation .according to him a need influence a person’s
activates until it has been satisfied. the lower level need must be satisfied in general before hgh level
need are activated sufficiently to drive behavior. the hierarchy of need work from bottom to upward
showing the most basic need .the needs are as follows

a) Physiological needs: the need for food , cloth ,shelter, air that are basic survival needs related to the
instinct for self preservation

b) Safety & security needs:- That is protection from the danger ,threats or deprivation and the need for
stability of environment

c) Social needs : that is sense of belonging to a society and the group within it .for eg , the family, the
organization , the work group. Also include in this level are matters to do with the giving and receiving of
friendship ,basic status need within these group and need to participated in social activates

d) Esteem needs : These are the needs for self respect , self esteem ,appreciation , recognition and
status both on part of the individual concerned and the society , circle or group in which they
interrelated ,part of the esteem needs is therefore the drive to gain the respect, esteem and
appreciation accorded by other

e) Self actualization : that is the need for the self fulfillment ,self realization , personal development
,accomplishment, material and social growth and fulfillment of the creative faculties

MASLOW NEEDS OF HIERARCY

(b) Essential element of communication process :- communication is an indispensable activity in all
organization . No organization can think of its existences without communication. Communication is a
managerial skill which is essential for effective leading & motivation of people at work . the process of
communication include following steps:

a) Sender : the persons who initiated the communication process is know as sender, source or
communicator. The sender has some information which he wants to communicated to some other
persons to achieve some purpose

b) Message: the message is substance of communication process .it can be communicated in any form
that could be experienced & understood by one or more of the sense of the receiver .thus message may
take any of three form viz oral ,written or gestural

c)Communication of channel : After encoding the message, the sender chooses the mode of
transmission the mode of transmission is often inseparable from the message. The channel is link that
connect the sender and receiver

d)Receiver: the person who receive message is called as receiver. The communication process is
incomplete without receiver of the message. it is receiver who receive the message and try to
understand it

e) Feedback : After receiving the message ,the receiver will take necessary action & send feedback
information to the communicator . with this last step the communication process is completed

Ans 8 : a) Fundamental concept of organization behavior: Organizational Behavior is the key aspect
to maintain and enhance interaction levels amongst employees in the company. Other attributes like
leadership, openness to discuss problems, challenge-initiative are all tied in to this base concept of
Organizational Behavior to help the business achieve its strategic and in some cases business objectives.
The proper definition of organizational behavior with its understanding and management has resulted in
development of few key offshoots to the concept of Organizational Behavior.The main concept of
organization behavior upon which it works are

1)Organization Design - This is the simple framework of creating roles and formal reporting relationships
for employees in an organization. An effective organization design is reflected in the joining letter which is
handed over to a new employee. The joining letter would talk about his role, his immediate line manager
and the processes which he would need to adhere to.

2)Organization Development - Every organization has a mission statement and the time when the
organization formalizes the mission statement it may not have the resources or the expertise to execute
the mission effectively. Organization Development involves the combined, planned effort of all the
resources of the company to ensure that the company carries its mission forward. As defined by Richard
Beckhard, organization development would involve a site-wide, planned effort from all the employees,
with the top management intervening in the organization purposes.

3)Organizational empowerment - This is one of the buzzwords of organizational behavior principles in

most of the companies which are evolving today. Organizational empowerment means the level of
responsibility that an organization places on its employees at all levels so that decisions can be taken
without any manager interference. The key is here though many organizations advocate this approach in
text, most of them have a certain element of mentoring and guidance to their employees at all times.

4)Organizational engineering - This is a typical advancement of Organization development with the only
difference that it takes a completely mathematical approach to organization development. The
mathematical equations of the company's business model is studied and different people are inserted into
the model based on formulas, and better still the outcomes are predicted from the people's roles. This is
done to ensure that company's efficiency is increased and it gets more effective with its communication.

It is most important to understand that any definition of organization behavior would be incomplete without
studying the change management curve of the employees. If you are a company planning to introduce
some OB initiatives, you would need to ensure that the OB initiatives are transitioned out smoothly to the
employees. This needs to be done very carefully because this may lead to a lot of disgruntled employees
if enough care is not taken to transitioning the processes. If one had to define organizational behavior, it
will be a set of principles followed by employees at all levels to ensure that the company meets its
strategic objectives.

b) Causes of stress : Stress is a feeling that's created when we react to particular events. It's the body's
way of rising to a challenge and preparing to meet a tough situation with focus, strength, stamina, and
heightened alertness.The events that provoke stress are called stressors, and they cover a whole range
of situations — everything from outright physical danger to making a class presentation or taking a
semester's worth of your toughest subject.

Stress affects us all. If you can spot the symptoms, you can manage them.
1) General causes
a) Threat
A perceived threat will lead a person to feel stressed. This can include physical threats, social threats,
financial threat, and so on. In particular it will be worse when the person feels they have no response that
can reduce the threat, as this affects the need for a sense of control.
Generally speaking, any threat to needs is likely to lead to stress being experienced.
b)Fear
Threat can lead to fear, which again leads to stress. Fear leads to imagined outcomes, which are the real
source of stress.
c)Uncertainty
When we are not certain, we are unable to predict, and hence feel we are not in control, and hence may
feel fear or feel threatened by that which is causing the uncertainty.
d)Cognitive dissonance
When there is a gap between what we do and what we think, then we experience cognitive dissonance,
which is felt as stress. Thus, if I think I am a nice person then do something that hurts someone else, I
will experience dissonance and stress.
Dissonance also occurs when we cannot meet our commitments. We believe we are honest and
committed, but when circumstances prevent us from meeting our promises we are faced with the
possibility of being perceived as dishonest or incapable (ie. a social threat).
2)Life causes
There are many causes of stress in life including:

 Death: of spouse, family, friend

 Health: injury, illness, pregnancy
 Crime: Sexual molestation, mugging, burglary, pick-pocketed
 Self-abuse: drug abuse, alcoholism, self-harm
 Family change: separation, divorce, new baby, marriage
 Sexual problems: getting partner, with partner
 Argument: with spouse, family, friends, co-workers, boss
 Physical changes: lack of sleep, new work hours
 New location: vacation, moving house
 Money: lack of it, owing it, investing it
 Environment change: in school, job, house, town, jail
 Responsibility increase: new dependent, new job
3) Stress at work

1. The demands of the job

2. The control staff have over how they do their work
3. The support they receive from colleagues and superiors
4. Their relationships with colleagues
5. Whether they understand their roles and responsibilities
6. How far the company consults staff over workplace changes.

Ans 6. Team : Team consists of employees from diverse managerial and professional backgrounds
working for a specific period of time on certain projects. According to Stephen Robbins a work team is a
collection of people whose individual efforts result in a level of performance which is greater than the sum
of their individual contributions. Teams generate synergy by coordinating the efforts of the individual
members.

Group :- According to Stephen Robbins a work group is a group that interacts primarily to share
information to make decisions to help each other to perform within his or her area of responsibility. Work
team is group whose individual efforts results in a performance which is greater than the sum of individual
contributions

Difference b/w team & group are as under

Work Groups Work Team

a) Allocated specialized task
b)Minimal training is required
c)Members have same job description
a)Members have number of skills appropriate
for different job category.
b)The management is not concerned about
who does the job

d)Do not get feedback related to their c)Members identify the necessary tasks as well
contribution as the person

e)No relationship between efforts & end results d)Supervisor acts as a facilitator and coach

f)Supervisor decides about the task
g) No rewards are given to member but full
group is recognized or awarded for
achievement of goal
e) team member are rewarded for learning set
of skill which are helpful for achieving goal
f) skill based pay system

Different type of work team :-

1)Problem solving Teams:-(a) One of the earliest forms of teams,(b) Consist of 5-12 employees
from the same departments ,© Members meet for specific number of hours per week to discuss
about improving quality,efficiency & work environment,(d) Temporary teams to solve a specific
problem,(e) Authority to implement their suggestions is not given ,(f) Commonly used problem
solving team is Quality circles,(g) QC is a small group of employees in the same work area where
employees meet voluntarily & regularly about an hour every week to identify,analyze & resolve
work related problems.

2) SELF- MANAGED WORK TEAMS: (a) These teams can give solutions to problems, implement
them & be held responsible for the results ,(b)Autonomous teams, ,© Consists of 10-15 employees &
to them supervisors responsibilities are assigned,(d)They select their own members & evaluate their
performance by themselves,(e)The supervisor plays a role of facilitator,(f) eg : HP,Xerox,GE, PepsiCo

3) CROSS FUNCTIONAL TEAMS: (a) Consists of employees from same hierarchical level ,but from
different functional areas.,(b)A task force & committee is also considered as a cross functional team. ,©
Ex: Toyota, Honda ,General motors,(d)The teams consists of members from the cross section of the
organizations ,(e)The teams efficiently manage operational activity & programs for new product
development

Ans 5: Motivation :- One of the most important factors that lead one to their goals is the drive. This drive
is known as motivation. It is a zest and determination with a kind of excitement that leads one to
persevere to reach greater heights, in no matter what avenue of their life; be it – personal or professional.
The drive may come from an internal or external source. The individual determines this.

The factors that motivate an individual keep changing as one climbs the ladder of age and maturity. And
also, achievement of one goal sets the ball rolling for another one to be achieved. Thus, to be motivated
is a constant need. For every individual there is a variable driving force. In fact, it is not just a single
factor, but a combination of factors that lead people to achieve their goals. There are many type of
motivational factor among them

(a) financial incentive of motivation :- Although some theorists like Herzberg believe that money is not
a positive motivator (although lack of it can de-motivate), pay systems are designed to motivate
employees. But The scientific / Theory X approach, in particular, argues that workers respond to financial
rewards. Getting employee pay right is a crucial task for a business.

Why is pay important?

(a) It is an important cost for a business • (b) People feel strongly about it. Pay helps to satisfy many
needs (e.g. security, esteem needs, resources to pursue self-actualisation),© Pay is the subject of much
important business legislation (e.g. national minimum wage; equal opportunities legislation),(d)It helps
attract reliable employees with the skills the business needs for success,(e)Pay also helps retain
employees – rather than them leave and perhaps join a competitor,(f) For most employees, the
remuneration package is the most important part of a job – and certainly the most visible part of any job
offer.

There are many methods of financial reward : 1) Time rate pay , 2) piece rate pay ,3) Commission 4)
performance related pay ,5) Bonus & 6) Penion

Because pay is a complex issue, there are several ways in which businesses determine how much to
pay, and which methods to use:

1)Job evaluation / content; this is usually the most important factor. What is involved in the job being
paid? How does it compare with similar jobs?

2)Fairness – pay needs to be perceived and be seen to match the level of work

3)Negotiated pay rates – the rate of pay may have been determined elsewhere and the business needs to
ensure that it complies with these rates.

4)Market rates – another important influence – particularly where there is a standard pattern of supply and
demand in the relevant labour market. If a business tries to pay below the “market rate” then it will
probably have difficulty in recruiting and retaining suitable staff

5)Individual performance – increasingly, businesses include an element of “performance-related” reward

in their pay structures.

However, it is important to remember that pay is only one element of motivation and will work best where
management also give attention to:(1)Developing good management and supervision;
(2)Designing jobs and organising work groups to make them as satisfying as possible;
(3)Providing feedback to staff about their performance and training and development;
(4)Making effective arrangements for communications and consultation.
(b) Non Financial Incentive / non Monterey Motivation :- Besides the monetary incentives, there are
certain non-financial incentives which can satisfy the ego and self- actualization needs of employees. The
incentives which cannot be measured in terms of money are under the category of “Non- monetary
incentives”. Whenever a manager has to satisfy the psychological needs of the subordinates, he makes
use of non-financial incentives. Non- financial incentives can be of the following types:-

a. Security of service- Job security is an incentive which provides great motivation to employees. If

his job is secured, he will put maximum efforts to achieve the objectives of the enterprise. This
also helps since he is very far off from mental tension and he can give his best to the enterprise.
b. Praise or recognition- The praise or recognition is another non- financial incentive which
satisfies the ego needs of the employees. Sometimes praise becomes more effective than any
other incentive. The employees will respond more to praise and try to give the best of their
abilities to a concern.
c. Suggestion scheme- The organization should look forward to taking suggestions and inviting
suggestion schemes from the subordinates. This inculcates a spirit of participation in the
employees. This can be done by publishing various articles written by employees to improve the
work environment which can be published in various magazines of the company. This also is
helpful to motivate the employees to feel important and they can also be in search for innovative
methods which can be applied for better work methods. This ultimately helps in growing a
concern and adapting new methods of operations.
d. Job enrichment- Job enrichment is another non- monetary incentive in which the job of a worker
can be enriched. This can be done by increasing his responsibilities, giving him an important
designation, increasing the content and nature of the work. This way efficient worker can get
challenging jobs in which they can prove their worth. This also helps in the greatest motivation of
the efficient employees.
e. Promotion opportunities- Promotion is an effective tool to increase the spirit to work in a
concern. If the employees are provided opportunities for the advancement and growth, they feel
satisfied and contented and they become more committed to the organization.

Ans 1 ) Conflict :- „A conflict exists when two people wish to carry out acts which are mutually
inconsistent. They may both want to do the same thing, such as eat the same apple, or they may want to
do different things where the different things are mutually incompatible, such as when they both want to
stay together but one wants to go to the cinema and the other to stay at home. A conflict is resolved when
some mutually compatible set of actions is worked out. The definition of conflict can be extended from
individuals to groups (such as states or nations), and more than two parties can be involved in the
conflict. Thus it is define as “Conflict has been defined as tension arising from incompatible needs, in
which the actions of one frustrate the ability of the other to achieve a goal” . All conflicts have certain
things in common: concrete content issues and process issues, which involve our emotional response to
the situation.

Difference between functional & dysfunctional conflict :-

(a)Functional conflict :- 1) Creative confrontation is a struggle between persons who are engaged in a
dispute or controversy and who remain together, face to face, until acceptance, respect for differences,
and love emerge; even though persons may be at odds with the issue, they are no longer at odds with
each other.

(2) The critical factor is the willingness to explore and resolve it mutually. Appropriately handled, conflict
can provide an important opportunity for growth.
(3) Increases information and ideas ,(4) Encourages innovative thinking ,(5) Unshackles different points
of view (6)Reduces stagnation

(b) Dysfunctional conflict :-(1) Several identifiable elements may occur in dysfunctional conflict: ,(2)
information is withheld; (3) feelings are expressed too strongly; (4) the conflict is obscured by a double
message; (5) feelings are denied or projected onto others; (6) conflicts are not resolved, so issues build
up. (7) Non productive conflicts are characterized by feeling that are misperceived (8) the problem occur
when emotions distorts the content issue