Case Study

Answers

Submitted By:
Muhammad Arslan

Roll Number:
BBA F17 M024

Submitted To
Ma’am Shumaila

Noon Business School

Question 1. What factors do you think make some organizations
ineffective at managing emotions?
I think there are three basic factors that the presence of these factors helps the organization
managing at emotions effectively. These following are the factors:
a) Motivational support
b) Employee involvement
c) Emotional intelligence

Firstly, the Motivation (purpose for performing or behaving in a manner) sometimes in every
person’s life the situations appears when they need motivational support and if that person
gets this from the family or friends then they return on track. Similarly, in organizations when
they motivate their employees by using hard and soft skills then employees are ready to
perform in any circumstances for the organizations.
Secondly, if the organizations value the subordinates of the organization in other words the
organization is involving the employees in decision making then the employees can perform
effectively and efficiently.
Finally, the emotional intelligence. This is the crucial for both own and proficient success. If
the organization observe emotions of the employees, then realizes their emotions and adjust
their emotions consequently then the organization can be the more productive and creative.
I think when the organizations have less motivational support, they have less involvement
from the employee side, and they are unable regulate the emotions of the employees then that
organization will unable to manage the emotions effectively as the Rebecca’s organizations is
facing that employees did not displayed the emotions towards the screaming boss. In these
circumstances the employees will become stick to the point or stick to the job description.

Question 2. Do you think the strategic use and display of emotions

serve to protect employees, or does covering your true emotions at
work lead to more problems than it solves?
I think the “strategic use and display of emotions serve to protect employees” because
waiters have to put the smile on their faces and have to speak politely that feel pleasant to the
customers even when they are not in the mood to smile likewise I listened the interview of a
comedian in which he said that he received a phone call from his family about the death of
his family member before he was just entering on the stage to perform. He said, I hide my
emotions and went on stage and make the audience laugh and then he came back to home.
Insurance agents are another example of this situation.
When you cover your emotions or hide your emotions and perform according the
organization’s desired emotions this will lead to the “Emotional Labor” a state when you hide
your emotions and perform according to the job requirement. This does not mean that you
should not show empathy for the employees even they are suffering from the fever or
anything else like this. We should give a day leave and understands their emotions in these
circumstances and that will benefit the organization in terms of the loyalty for the
organization from the employees and lower rate of turnover. Likewise, as mentioned in the
case study that “Others believe organizations that recognize and work with emotions
effectively are more creative, satisfying, and productive.” (Robbins) “Setting aside emotions
to make a practical business decision isn’t a bad thing can still take feelings into account
but making emotional decisions without considering the bottom line can be disastrous.”
“Robbins, S. P., & Judge, T. A. (2014), (Ch. 4 Pg. 144). “Organizational Behaviour” (16th
ed.). Upper Saddle River, NJ: Pearson/Prentice Hall”

Question 3. Have you ever witnessed that emotions were used as part
of a management style? Describe the advantages and disadvantages
of this approach in your point of view.
Yes, I am witnessing that emotions are using as part of the management style. Being the
student of the University of Sargodha in every semester we have to submit the assignments
and must present them in front of the class and the respected teachers whether or not we are
interested in or not. Students observe this as burden for them and just do for the sake of
getting marks and to get rid of the semester. These are the negative emotion which students
show normally. Similarly, if you show negative emotions about any work in the organization
and show careless attitude towards the job assignments and do not the complete the report on
time then you will be got demotion. These are the negative emotions shown by the few staff.
On the other side, If the students complete those assignments and projects with this thinking
that we will learn something after successfully ending this, and Simply saying they will learn
about time management; they will learn about the speaking in front of the large audience.
Suppose that any of them somehow will get the job of presenting body but if that person is
coming first time in front of the huge audience than all the practice will not help him. So,
students must think positively and must show positive attitude towards these assignments and
projects because positive emotions lead to the better performance and higher rank in no time.

Question 4. Research shows that acts of co-workers (37 percent) and

management (22 percent) cause more negative emotions for
employees than do acts of customers (7 percent). What can Rebecca’s
company do to change its emotional climate?

I think Rebecca’s company was using straight forwards techniques as mentioned in the case
study the create fear in the employees mind threatened them of job insecurity or pay less
salary to them if anything went wrong and other is use your power inappropriately on the
employees that show anger. This will lead to the negative emotions and because of this
employee will just become stick to the job description they will just on their work. They will
not available to you when you need them badly. So, they must change emotional weather that
result in the high performance and the loyalty to the job. As the current researches are the
evidence that the person who can regulate the emotion effectively that’s we can predict that
his task performance will obviously differ from his other co-workers. They must use
emotional regulation practices like different age of worker in a work group so that the group
performance will enhance.
Rebecca’s organization can use emotion suppuration technique by suppressing their initial
emotions that help the individuals to recover from the event. When any thing went erroneous,
they must suppress their sentiments and reexamine procedures after they happen produce the
finest upshots.
Rebecca’s organization can adjust the feelings by cognitive review or reframing the position
on a sensitive situation. The study recommend that cognitive review may permit publics to
alter their emotional responses even when the issue is as extremely emotionally electric as the
Pakistan India conflict on Kashmir.
Another way to reduce the anxiety level is social sharing that can Rebecca’s organization can
use. individuals can share the true emotions as they are with anyone inside or outside the
organization that can be friends, family or any fellow in the organization. This practice will
help the individuals to think positive about the events.
Lastly, they can alter their feelings by using the“mindfulness”practice. By this the individuals
can isolate himself from others and don’t overthink about the events and increase awareness
of his own body. By this practice they can also overcome the feelings of recently happened
events.

Part II

How personality is relevant in organizational behaviour? Or what

value, if any, does the Big Five model provide to managers? Justify
your answer in a comprehensive manner by explaining implications
of each type of Big five for effectiveness of the organizational
operations?
We can define personality as the apparent societal image that we show. we can also say
personality as a replication of the utmost leading attributes in the behaviour of a person or
character that are noticeable. The term personality is drawn from“the Latin word persona.”A
rapid contrast of“behaviour“and“personality”can be done by ascribing behaviour as the
outside look and not the description of exact emotional state of the mind
and“Personality“is“self-directed“behaviour. We can also say the personality as the
temperament of any person.

Personality linked with Organizational Behaviour

I think personality of individuals and organization’s own personality has direct link with the
organizational behavior because just think about that a person who is serving an authoritative
organization like that person is working in Army and we appoint him as a sales manager of a
specific area then what will happen. Most of the time people join those organizations which
somehow suit them. Because individual’s personality shows the personality of the
organization while they deal with the customers or when managers deal with their subsequent
staff.

How do the Big Five traits predict Behavior at work?

The big five model have different relationships between the personality and the job
performance.

The Big Five Model

A personality assessment model that describe the five basic dimensions of personality.
Conscientiousness

The conscientious people have a very rigid personality. They are very confident regarding the
tasks. Person having this trait are very responsible person. They love to work different
circumstances and prefer the strong tasks. People having this trait are very achievement
orient.
Persons having this trait are mostly at the top-level positions in the organizations. Those
persons who have this attribute can play crucial role for the organization and necessary for
the organization to get success. These persons are also necessary in getting desired from the
low and middle level management. Persons who score low in conscientiousness are normally
the very shy persons and less motivational persons and cry on every problem and unable to
perform in hard times.

Emotional stability

The people with trait normally has few negative thinking and fewer negative emotions. These are
less hypervigilant personality persons and less likely to be motivated at work. These also are less
likely to engage in Organization Citizenship Behavior. Normally these persons are having higher job
and life satisfaction. These persons take less stress and they are more adaptive towards new things
or changes made by the organizations. People who score less in this trait are normally emotionally
unstable and have stress on their minds and less likely to engage in OCB’s. marking high during
this space indicates that somebody is also liable to those emotions and will even have low
self-worth. Those receiving an occasional score square measure in all probability additional
assured and courageous.

Extraversion

The persons this trait is more talkative, and they prefer outgoing. People with this trait are the
assertive persons and often fun loving. These persons are very much socialized. They have
better interpersonal skills and greater social dominance. They are more emotionally
expressive that helps them in higher job performance and in enhanced leadership they are
also the very effective leaders. They also have the higher job and life satisfaction. They also
prefer the leader role for any type of work. Those hiving high in socialness measure usually
assertive and socially assured and recharge from interacting with folks. People who score less
in this they are more introverts and less talkative and have very shy personality.

Openness to experience

People having this trait have more learning capability and ready to take risks if they see a
little margin of profit. They have more creative abilities and have innovative ideas in their
minds. They can perform better as a leader at the top-level management in the organizations.
It encompasses someone’s wanting to undertake new things, be open and assume creatively.
Open people have less work-family conflicts.

Agreeableness
These are the better liked at work and are more compliant and confirming at work that result
in higher performance and greater longevity in the organizations. They should perform
interpersonally oriented like they can perform well at customer service. They also less family
and work problems.

Individuals who score high in the suitability

 Have an extraordinary enthusiasm for others

 Care about others

 Feel compassion and worry for others

 Enjoy encouraging and adding to the satisfaction of others

 Assist other people who need assistance

 Tend to have a wide friend network

Individuals who scoreless in the pleasantness

 Take little enthusiasm for other people and others' issues

 Don't care much about how others feel

 Insult and deprecate others

 May control others to get what they need

 May experience difficulty keeping their cool in an