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business
principles of organizational behavior

Questions and Answers of Principles Of Organizational Behavior

Do you listen primarily for facts when customers are speaking, or do you try to understand how they are feeling as well?
Do you make judgments about a customer from his or her appearance before the person has had an opportunity to speak?
Do certain words or phrases elicit an emotional response, making it difficult for you to listen?
Do you turn your thoughts to other subjects when you realize that a customer doesn’t have anything interesting or helpful to say?
When you’re listening to a customer, are you easily distracted by other things going on around you?
If you are annoyed by what a customer says, do you try to get things straightened out immediately?
If you are confused by something a customer says, do you ask for clarification right away?
Discuss the qualities of voice so that all participants are clear on the meaning of rate, pitch, and volume.
Ask participants to form groups of four, and choose partners within the group.
Distribute discussion topics to each pair.
Allow three to five minutes for each discussion. Have both groups use the same tape for the two three-to-five-minute discussions.
Ask participants to play the tapes all the way through.
Have each group of four listen to the two conversations, stopping the tape when necessary to provide feedback to the two individuals involved. Each participant begins to complete his or her
Participants should then be instructed to finish completing their self-assessment sheets.
Lead a final discussion in which participants share their findings and make summary comments about voice and its role in delivering effective service.
Which type of formal communication do you think is most challenging—upward, downward, or horizontal? Give your reasons.
When are you most likely to experience message overload? What happens when there are too many options—what is your response?
Identify what you consider to be one of the biggest challenges to employees who strive to communicate upward in their organization.
What have you learned from these five principles that you can apply to improve your personal listening effectiveness?
Which listening component of the HURIER model is most important for the type of listening that is important to you?
Why might conflicts be divided into personal, departmental, and organizational? How is it useful to managers?
Give an example of how your past experiences have influenced your perception of some event or person. Describe both the specific experiences and how they influenced your understanding of the event.
Have you traveled to or lived in another country? What were some of the important differences you noticed that affected your interactions and comfort?
Identify three values you hold. Would these be shared by members of other cultures? Why or why not?
Do you mind being touched on the arm or shoulder in professional situations? How, in general, do you feel about touching someone in business contexts?
You’ve heard of work–family balance. Do you think Americans have a particularly difficult time balancing their job and their family? What can be done to help encourage balance?
Describe an example of when you have felt confused—in a class or a work situation—but were reluctant to ask a question or let others know you needed more clarification. What could the instructor
Have you worked with employees from another culture? In what ways were they similar to you? In what ways were they different?
Do you believe that too much of a big deal is made about cultural differences in the workplace? Do you think that it’s just a matter of everyone following organizational policy and forgetting about
Do you believe that you have a high or low ability to empathize? Explain your response by giving a concrete example. Do you think people are born with this ability?
Do you typically ask a lot of questions? What can others do to either encourage or inhibit you from feeling comfortable in this manner?
If you were asked to design a training program for all employees on cultural sensitivity, what specific topics would you include?
Identify an experience you’ve had in a hospitality organization—for instance in a restaurant, hotel, or airline—where service suffered because employees weren’t working together effectively?
Does the prospect of being a team leader appeal to you? Have you led teams in the past?
Can you think of a high-performing team to which you have belonged? How did it make you feel to be a member?
What do you consider to be the most significant benefit of teambuilding?
What would you guess would be one of the major challenges confronted by a cross-functional team?
Would you enjoy being part of a self-directed team, or do you prefer having a designated leader for your group? Why?
Give an example of how one of the above types of teams might help a resort hotel increase its business.
Identify a specific situation when you were a victim of groupthink. How did it affect your participation in the team? How did it affect the team’s decision-making process?
Under what circumstances do you find yourself “social loafing?” Is there anything that might have been done to change this behavior?
Draw a diagram that illustrates how a department manager might demonstrate a specific linking function.
Think of a specific team you have been on. Did you demonstrate more task or relationship behaviors? Why do you think this is the case? Is this true of all teams to which you belong?
Give an example of an occasion where you have had strong “individual needs.” What were the circumstances? How did it affect your participation?
Which of the symptoms of poor trust have you experienced most frequently? What member behaviors most affect your willingness to develop trust in a team?
Recall a time when you were uncomfortable due to some feature of your environment. Describe the setting in detail. How did it make you feel?
What are some other consequences of a team process when members are unclear about their goals or purpose?
What other problems are likely to arise at this stage of the process?
Would you rather be on a team where everyone was friends or where everyone had a different perspective on the problem? Explain.
What do you find most challenging about leading an important team process? What would be your main concerns or anxieties?
As a team leader, would you be most comfortable demonstrating task or relationships behaviors? Explain your response.
Have you had experience as a member of a virtual team? If so, how effective was the team’s effort? If not, would you look forward to this opportunity?
What have you done at work that makes you most proud?
What is the most humorous situation that occurred at work?
What is one fact about yourself that no one would know?
What is one item about yourself that is untrue?
Why wasn’t the iflycytravel.com corporate staff a team?
What does it take to be a team?
What teambuilding suggestions would you recommend?
How will trust be developed among the staff members?
What are some of the groups to which you belong? Do you enjoy group activities?
Do you find yourself doing a lot of problem solving individually? How about in groups?
What are some specific problems that your group has addressed? Were you happy with the outcome?
Think of an example of a problem-solving group to which you have belonged. How confident were you of the decision that was made? Why is that the case?
How does stress affect you as a decision maker? What happens when most group members become stressed?
Do you believe that your participation is affected by higher-status members of your team? If so, what behaviors of group members influence your interaction?
Would you enjoy participating in a group that is using the stepladder technique? Explain.
What did you find most interesting about the garbage can model? Was there any aspect of the model that caused you to think, “Yes, that’s so true!”? What was it?
Of all the techniques described, which do you believe is the most effective most of the time—in other words, if you had to use just one technique all the time, which would it be?
Think of someone you know who readily conforms in group situations. Do they fit the characteristics listed above? Explain.
If you were to make a promise to yourself that you would personally try to help your group avoid groupthink, what exactly would you do to fulfill it?
Do you enjoy having “power” in a group, or do you prefer not to have responsibility for group outcomes? Explain.
Think of a good decision that you made alone—one that you are confident could not have been made as effectively if discussed by a group. What was it? Why was it best determined individually?
Define what we mean by time management.
Identify common causes of poor time management in the hospitality industry.
Describe Pareto’s Rule.
Discuss the implication of Pareto’s rule on time management.
Identify the three unique aspects of time as a resource.
Differentiate between effective and ineffective time analysis.
Understand the importance of prioritization and delegation as key management tasks.
Elaborate on the factors that determine when to delegate tasks.
Discuss five of the “How to Delegate” principles.
Determine which kinds of interruptions are appropriate and which are not.
Outline strategies for reducing or eliminating inappropriate interruptions.
Describe four principles for effective and time-efficient meetings.
List methods of reducing paperwork.
How would you rate yourself as a time manager? Explain.
Of the dimensions mentioned in Box 6.1, which do you anticipate will be most relevant to your time management efforts?
If you were to create large categories into which many of your activities could be clustered, what would they be?
Have you ever kept a time log? What challenges would you anticipate?
Under what circumstances are you likely to procrastinate?
Is delegation something that can be learned, or does it just come more naturally to some people?
In the past, what has been the most effective way of handling interruptions? Is there someone you know who interrupts you frequently? Are you dealing effectively with this situation?
Which technologies do you use regularly? Do you feel it helps or harms your time management?
What do you anticipate as your most difficult work–family balance issue? Can you take measures to reduce this conflict?
Explain the nature and role of stress.
Identify the consequences of excessive stress.
Describe at least two manifestations each of physiological stress, psychological stress, and behavioral stress.
Discuss the importance of managing stress.
Contrast internal control techniques with external control techniques.

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