C H A P T E R
2
Individual
behaviour and
learning in
organisations
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
Chapter learning objectives
1. Describe the four factors that influence individual
behaviour and performance.
2. Identify five types of work-related behaviour.
3. Define learning.
4. Describe the A-B-C model of behaviour modification.
5. Explain how feedback influences individual behaviour
and performance.
6. Identify five elements of effective feedback.
7. Describe the three features of social learning theory.
8. Outline Kolb’s model of experiential learning.
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
2
Customer service at Singapore Air
Singapore Airlines provides
exceptional customer service
by paying attention to the
four drivers of individual
behaviour and performance:
motivation, ability, role
Courtesy of Singapore Airlines
perceptions and situational
factors (MARS).
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
3
MARS model of behaviour and performance
Role
perceptions
Motivation
Individual
behaviour and
performance
Ability
Situational
factors
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
4
Employee motivation
Internal forces that affect a person’s voluntary
choice of behaviour
 direction
 intensity
 persistence
M
R
BAR
A
S
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
5
Employee ability
Natural aptitudes and learned capabilities required to
successfully complete a task
 competencies  personal characteristics that lead to
superior performance
 person  job matching
› select qualified people
› develop employee
abilities through training
› redesign job to fit
person's existing abilities
M
R
BAR
A
S
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
6
Employee role perceptions
Beliefs about what behaviour is required to achieve
the desired results:
 understanding what tasks to perform
 understanding relative importance of tasks
 understanding preferred behaviours to accomplish
tasks
M
R
BAR
A
S
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
7
Situational factors
Environmental conditions beyond the individual’s
short-term control that constrain or facilitate
behaviour




time
people
budget
work facilities
M
R
BAR
A
S
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
8
Types of work-related behaviour
Joining the
organisation
Exhibiting
organisational
citizenship
Performing
required
tasks
Types of
work-related
behaviour
Remaining
with the
organisation
Maintaining
work
attendance
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
9
Definition of learning
A relatively permanent change in behaviour
(or behaviour tendency) that occurs as a
result of a person’s interaction with the
environment
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
10
Behaviour modification
 We ‘operate’ on the environment
 alter behaviour to maximise positive consequences
and minimise adverse consequences
 Operant versus respondent behaviours
 Law of effect
 likelihood that an operant behaviour will be repeated
depends on its consequences
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
11
A-B-Cs of behaviour modification
Antecedents
Behaviour
Consequences
What happens
before behaviour
What person
says or does
What happens
after behaviour
Employee
attends
scheduled
work
Employee
receives
attendance
bonus
Example
Attendance
bonus system
is announced
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
12
Contingencies of reinforcement
Consequence
is introduced
Behaviour
increases/
maintained
Positive
reinforcement
Behaviour
decreases
Punishment
No
consequence
Consequence
is removed
Negative
reinforcement
Extinction
Punishment
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
13
Schedules of reinforcement
Behaviours
1
2
3
4
5
6
7
8
9
Continuous
Fixed ratio
Variable ratio
Time (Days)
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Fixed interval
Variable interval
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
14
Behaviour mod at Nova Chemicals
Nova Chemicals’ million dollar
‘recruitment and retention
program’ cut absenteeism rates
by 25 per cent and improved
long-term employment at its
construction site.
Courtesy of Nova Chemicals
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
15
Behaviour modification limitations
 Can’t reinforce non-observable behaviour
 Reinforcer tends to wear off
 Variable ratio schedule is a form of gambling
 Ethical concerns about perceived manipulation
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
16
Learning through feedback
 Any information about consequences of our
behaviour
 Clarifies role perceptions
 Corrective feedback improves ability
 Positive feedback motivates future behaviour
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
17
Multi-source (360 degree) feedback
Supervisor
Customer
Co-worker
Project
leader
Evaluated
employee
Subordinate
Co-worker
Subordinate
Subordinate
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
18
Giving feedback effectively
Specific
Relevant
Credible
Effective
feedback
Frequent
Timely
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
19
Social learning theory
 Behavioural modelling
 observing and modelling behaviour of others
 Learning behaviour consequences
 observing consequences that others experience
 Self-reinforcement
 reinforcing our own behaviour with consequences
within our control
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
20
Kolb’s experiential learning model
Concrete
experience
Active
experimentation
Reflective
observation
Abstract
conceptualisation
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
21
Developing a learning orientation
 Value the generation of new knowledge
 Reward experimentation
 Recognise mistakes as part of learning process
 Encourage employees to take reasonable risks
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
22
Action learning
 Experiential learning in which employees are
involved in a ‘real, complex and stressful problem’,
usually in teams, with immediate relevance to the
company
 concrete experience
 learning meetings
 team conceptualises and applies a solution to a
problem
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
23
Overview of the next chapter
 Perceptual processes of selective attention and
social identity
 Stereotyping and attribution processes
 The self-fulfilling prophecy process
 Types of diversity initiatives
 How the Johari Window can improve our
perceptions
 The ‘Big Five’ personality dimensions
 The Myers-Briggs Type Indicator
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione
24
C H A P T E R
2
Individual
behaviour and
learning in
organisations
 2003 McGraw-Hill Australia Pty Ltd PPTs t/a Organisational Behaviour on the Pacific Rim by McShane and Travaglione