罗宾斯-管理学-10版-英文PPT-14

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Allrightsreserved.LEARNINGOUTLINE

FollowthisLearningOutlineasyoureadandstudythischapter.Attitudes 态度Personality 人格Perception 知觉Learning 学习2Copyright©2005PrenticeHall,Inc.Allrightsreserved.*UnderstandingIndividualBehavior

理解个体行为OrganizationalBehavior(OB)组织行为学Theactionsofpeopleatwork人们在工作中的活动DualFocusofOB组织行为学关注两大领域Individualbehavior个体行为Attitudes,personality,perception,learning,andmotivation态度、人格、认知、学习、激励Groupbehavior群体行为Norms,roles,teambuilding,leadership,andconflict群体规范、角色、团队建设、领导和冲突GoalsofOB组织行为学的目标Toexplain,predictandinfluencebehavior.解释、预测和影响行为3Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Exhibit14.1TheOrganizationasanIceberg

组织是一个冰山4Copyright©2005PrenticeHall,Inc.Allrightsreserved.*PsychologicalFactorsAffectingEmployeeBehavior影响员工行为的心理因素Attitudes 态度Personality

人格Perception

知觉Learning

学习EmployeeProductivity 员工生产率Absenteeism

旷职率Turnover

流动率OrganizationalCitizenship

组织公民行为JobSatisfaction

工作满意度5Copyright©2005PrenticeHall,Inc.Allrightsreserved.*PsychologicalFactorsAttitudes态度Evaluativestatements—eitherfavorableorunfavorable—concerningobjects,people,orevents.对物体、任务和事件的评价性陈述，可以赞同也可以反对ComponentsOfAnAttitude态度的成份Cognitivecomponent（认知成份）:thebeliefs,opinions,knowledge,orinformationheldbyaperson.由个人的信念、意见、知识或个人所拥有的信息所构成Affectivecomponent（情感成份）:theemotionalorfeelingpartofanattitude.态度中的情绪与感觉部分

Behavioralcomponent（行为成份）:theintentiontobehaveinacertainway.对某人或某事表现出特定行为的意图

6Copyright©2005PrenticeHall,Inc.Allrightsreserved.*工作满意度员工对自己工作的总体态度工作满意度受到员工的薪资水平以及工作型态所影响

工作满意度与生产率就个别员工而言，生产率可能会创造员工满意度就组织而言，拥有越多对工作感到满意的员工，组织的生产率越高员工满意度与旷职率当员工对工作越满意，其旷职率会比较低员工满意度与流动率当员工对工作越满意，流动率越低；当员工对工作越不满意，流动性越高流动率会被员工绩效所影响对绩效优异的员工而言，工作满意度对流动率的影响较低，组织会尽其所能留住绩效优异的员工员工满意度与客户满意度JobSatisfaction工作满意度7Copyright©2005PrenticeHall,Inc.Allrightsreserved.*JobInvolvementandOrganizationalCommitment工作参与和组织承诺JobInvolvement

工作参与指员工认同自己的工作、积极从事工作，并且认为工作表现足以彰显个人价值的程度。高度工作参与的员工，强烈认同并且关心自己所从事的工作员工的工作参与程度愈高，旷职率及离职率愈低OrganizationalCommitment

组织承诺是指员工认同特定组织及其目标，并且希望持续成为组织内一份子的程度能降低旷职率及离职率随着今日转换工作的情形增加，以此作为探讨员工与企业附着关系的变量可能显得不合时宜8Copyright©2005PrenticeHall,Inc.Allrightsreserved.*AttitudeSurveysAttitudeSurveys态度调查Ainstrument/documentthatpresentsemployeeswithasetofstatementsorquestionselicitinghowtheyfeelabouttheirjobs,workgroups,supervisors,ortheirorganization.给员工一系列的陈述或问题，用于了解他们对自己的工作、工作小组、上级主管或组织的感觉。Providemanagementwithfeedbackonemployeeperceptionsoftheorganizationandtheirjobs.让管理层了解员工对组织和工作的看法9Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Exhibit.2SampleAttitudeSurveySource:

BasedonT.Lammers,“TheEssentialEmployeeSurvey,”Inc.,December1992,pp.159–61.10Copyright©2005PrenticeHall,Inc.Allrightsreserved.*AttitudesandConsistency态度与一致性Peopleseekconsistencyintwoways人们会透过两种方法寻求一致性：Consistencyamongtheirattitudes.在态度间寻求一致性Consistencybetweentheirattitudesandbehaviors.在态度和行为间追求一致性Ifaninconsistencyarises,individuals若出现不一致，人们会：

Altertheirattitudes改变他们的态度

orAltertheirbehavior改变他们的行为

orDeveloparationalizationfortheinconsistency对不一致的现象提出合理的解释11Copyright©2005PrenticeHall,Inc.Allrightsreserved.*CognitiveDissonanceTheoryCognitiveDissonance认知失调Anyincompatibilityorinconsistencybetweenattitudesorbetweenbehaviorandattitudes.个人对事情的认知或态度与行为间出现矛盾或不一致Anyformofinconsistencyisuncomfortableandindividualswilltrytoreducethedissonance.任何形式的不一致都会使人感到不舒服，因此个人会试着降低不协调的认知发生Theintensityofthedesiretoreducethedissonanceisinfluencedby减低失调想法的强度受以下因素所影响：Theimportanceofthefactorscreatingthedissonance.引起失调的原因是否重要Thedegreetowhichanindividualbelievesthatthefactorscausingthedissonancearecontrollable.当事人认为引发失调的因素是否能控制Rewardsavailabletocompensateforthedissonance.因失调而获得报酬的补偿12Copyright©2005PrenticeHall,Inc.Allrightsreserved.*TheImportanceofAttitudesImplicationforManagersAttitudeswarnofpotentialbehavioralproblems态度会为潜在的行为问题发出警讯：Managersshoulddothingsthatgeneratethepositiveattitudesthatreduceabsenteeismandturnover.管理者应该要关心员工的态度，来降低旷职率及离职率Attitudesinfluencebehaviorsofemployees态度会影响员工的行为：Managersshouldfocusonhelpingemployeesbecomemoreproductivetoincreasejobsatisfaction.管理者应关注在协助提升员工生产率以增加工作满意度13Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Personality人格Personality人格Theuniquecombinationofpsychologicalcharacteristics(measurabletraits)thataffecthowapersonreactsandinteractswithothers.每个人的人格特质都是某些独特心理特征的组合，会影响一个人的反应及其与他人的互动14Copyright©2005PrenticeHall,Inc.Allrightsreserved.*ClassifyingPersonalityTraitsMyersBriggsTypeIndicator(MBTI)Ageneralpersonalityassessmenttoolthatmeasuresthepersonalityofanindividualusingfourcategories:Socialinteraction:ExtrovertorIntrovert

(EorI)社交倾向：外向型或者内向型Preferenceforgatheringdata:SensingorIntuitive(SorN)资料收集：领悟型或直觉型Preferencefordecisionmaking:FeelingorThinking(ForT)决策偏好：情感型或思维型Styleofdecisionmaking:PerceptiveorJudgmental(PorJ)决策风格：感知型或判断型15Copyright©2005PrenticeHall,Inc.Allrightsreserved.*TheBigFiveModel大五人格模型Extraversion外倾性Sociable,talkative,andassertive个人社交、健谈与决断力

Agreeableness随和性Good-natured,cooperative,andtrusting

脾气好、合群，以及可信任

Conscientiousness责任意识Responsible,dependable,persistent,andachievementoriented有责任感、可靠性、毅力及成就导向EmotionalStability情绪稳定性Calm,enthusiastic,andsecureortense,nervous,andinsecure冷静、热心、安定或紧张、神经质、不稳定的

OpennesstoExperience

经验的开放性Imaginative,artisticallysensitive,andintellectual想象力、艺术敏感度、智力16Copyright©2005PrenticeHall,Inc.Allrightsreserved.*OtherPersonalityInsights其它人格观点LocusofControl控制点Externallocus外控倾向:personswhobelievethatwhathappenstothemisduetoluckorchance(theuncontrollableeffectsofoutsideforces).Internallocus内控倾向:personswhobelievethattheycontroltheirowndestiny.Machiavellianism(Mach)马基维利主义（权谋主义）Thedegreetowhichanindividualispragmatic,maintainsemotionaldistance,andseekstogainandmanipulatepower—”theendsjustifythemeans”.崇尚务实主义、保持情绪稳定，并且相信结果决定手段，亦即“如果这样行得通，就用这个做法”17Copyright©2005PrenticeHall,Inc.Allrightsreserved.*OtherPersonalityInsights(cont’d)Self-Esteem(SE)自尊Thedegreetowhichpeoplelikeordislikethemselves

人们喜欢自己或不喜欢自己的程度

HighSEs高度自尊者Believeinthemselvesandexpectsuccess.认为自己拥有足以成功的能力Takemorerisksanduseunconventionalapproaches.在工作选择上愿意承担较高的风险，也较愿意选择非一般性的工作AremoresatisfiedwiththeirjobsthanLowSEs.

更满意自身的工作LowSEs低度自尊者

Aremoresusceptibletoexternalinfluences.受外在因素影响的程度高Dependonpositiveevaluationsfromothers.仰赖他人给予正面的价值肯定

AremorepronetoconformthanhighSEs.

更倾向寻求他人的认可18Copyright©2005PrenticeHall,Inc.Allrightsreserved.*OtherPersonalityInsights(cont’d)Self-Monitoring自我监控Anindividual’sabilitytoadjusthisorherbehaviortoexternal,situationalfactors.个人调整自我行为以适应外在环境因素的能力Highself-monitors高度自我监控者:Aresensitivetoexternalcuesandbehavedifferentlyindifferentsituations.对于外在变化极具敏感性，并且可以在不同的环境中采取不同的行为Canpresentcontradictorypublicpersonaandprivateselves.可以在公领域及私领域之间展现完全不同的行为Lowself-monitors低度自我监控者：

Donotadjusttheirbehaviortothesituation.无法调整自己的行为

Arebehaviorallyconsistentinpublicandprivate.在公领域和私领域之间展现一致的行为19Copyright©2005PrenticeHall,Inc.Allrightsreserved.*OtherPersonalityInsights(cont’d)Risk-Taking风险承受Thepropensity(willingness)totakerisks.承担风险的意愿Highrisk-takerstakelesstimeandrequirelessinformationthanlowrisk-takerswhenmakingadecision.在做决策时，高度风险承担者比低度风险承担者花费较少的时间及信息来做决策Organizationaleffectivenessismaximizedwhentherisk-takingpropensityofamanagerisalignedwiththespecificdemandsofthejobassignedtothemanager.为使组织效益极大化，管理者应该试图满足愿意承担风险的员工与特定工作需求20Copyright©2005PrenticeHall,Inc.Allrightsreserved.*EmotionsandIntelligence情绪智力Emotions情绪Intensefeelings(reactions)thataredirectedatspecificobjects(someoneorsomething)情绪是受到某人或某事刺激时的立即感受Universalemotions:Anger生气Fear恐惧Sadness悲伤Happiness快乐Disgust厌恶Surprise惊讶21Copyright©2005PrenticeHall,Inc.Allrightsreserved.*EmotionsandIntelligenceEmotionalIntelligence(EI)情绪智力Anassortmentofnoncognitiveskills,capabilities,andcompetenciesthatinfluenceaperson’sabilitytosucceedincopingwithenvironmentaldemandsandpressures.一种非认知的技能、潜能和素质范畴，它影响到一个人能否成功地面对环境的要求与压力。DimensionsofEI:情绪智力的维度Self-awareness:knowingwhatyou’refeeling自我意识Self-management:managingemotionsandimpulses自我管理Self-motivation:persistingdespitesetbacksandfailures自我激励Empathy:sensinghowothersarefeeling感同身受Socialskills:handlingtheemotionsofothers社会技能22Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Exhibit14.4Holland’sTypologyofPersonalityandSampleOccupations人格类型与职业范例Realistic现实型倾向从事需要技巧、力量与合作的活动Investigative研究型喜欢需要思考、组织以及理解的活动Social社会型喜欢帮助或引导他人的活动Conventional传统型喜欢规范、有秩序、明确的活动Enterprising.企业型喜欢谈话式的活动，以藉此影响他人、得到权力Artistic.艺术型喜欢可以自由表达创作、不受限制、没有规范的活动23Copyright©2005PrenticeHall,Inc.Allrightsreserved.*UnderstandingPersonalityDifferencesPersonality-JobFitTheory(Holland)人格—职业配合理论Anemployee’sjobsatisfactionandlikelihoodofturnoverdependsonthecompatibilityoftheemployee’spersonalityandoccupation.一位员工对工作的满意度以及离职的机率，取决于性格与工作环境契合的程度Keypointsofthetheory理论重点：Therearedifferencesinpersonalities.每个人的性格都有先天差异Therearedifferenttypesofjobs.有各种不同类型的工作

Jobsatisfactionandturnoverarerelatedtothematchbetweenpersonalityandjobforanindividual.在工作环境和本身性格一致的情况下，工作满意度和离职率有关24Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Perception知觉Perception知觉Aprocessbywhichindividualsgivemeaning(reality)totheirenvironmentbyorganizingandinterpretingtheirsensoryimpressions.个体为了对自己所在的环境赋予意义而组织和解释自己的感觉印象的过程。Factorsinfluencingperception:知觉主体——兴趣、经历以及期待目标——特色、对比和相似性情境——如地点、时间、位置，会引起对目标物的吸引力或转移25Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Exhibit14.5PerceptionChallenges:WhatDoYouSee?26Copyright©2005PrenticeHall,Inc.Allrightsreserved.*27Copyright©2005PrenticeHall,Inc.Allrightsreserved.*HowWePerceivePeople归因理论归因理论(attributiontheory)说明了我们对某一特定行为的不同解释，会导致我们对该特定人物的不同判断发自内在的行为：是个体能主动掌控的外在因素的行为：受外部因素的影响决定行为的因素情况特殊性：不同的情境下有不同的行为团体共通性：在相同情境下，每个人都会有相同的反应个体一贯性：相同行为的规律性28Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Exhibit14.6AttributionTheory归因理论29Copyright©2005PrenticeHall,Inc.Allrightsreserved.*HowWePerceivePeople(cont’d)AttributionTheory(cont’d)Fundamentalattributionerror基本归因错误Thetendencytounderestimatetheinfluenceofexternalfactorsandtooverestimatetheinfluenceofinternalorpersonalfactors.当在判断他人行为时，会有低估外在因素的影响，以及高估内部或个人因素影响的现象Self-servingbias自我服务偏差Thetendencyofindividualstoattributetheirsuccessestointernalfactorswhileblamingpersonalfailuresonexternalfactors.个人倾向于把成功归因于自己的能力或努力等内部因素，却将失败归因于运气不佳等外部因素30Copyright©2005PrenticeHall,Inc.Allrightsreserved.*ShortcutsUsedinJudgingOthersAssumedSimilarity假设相似Assumingthatothersaremorelikeusthantheyactuallyare.假设每个人都和我们一样，而非他们实际的样子Stereotyping刻板印象Judgingsomeoneonthebasisofourperceptionofagroupheorsheisapartof.将观察对象列入某一特定族群，并以此来判断其性格HaloEffect月晕效应Formingageneralimpressionofapersononthebasisofasinglecharacteristicofthatperson判断某人的依据是以其单一特征来评断31Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Learning学习Learning学习Anyrelativelypermanentchangeinbehaviorthatoccursasaresultofexperience.由经验所导致较长期性的行为改变Almostallcomplexbehaviorislearned.几乎所有复杂的行为都是学习而来的Learningisacontinuous,life-longprocess.学习是持续且一辈子的过程Theprinciplesoflearningcanbeusedtoshapebehavior利用学习原理可以塑造行为Theoriesoflearning:

学习理论OperantconditioningSociallearning社会学习32Copyright©2005PrenticeHall,Inc.Allrightsreserved.*Learning(cont’d)OperantConditioning操作性条件反射

(B.F.Skinner)Thetheorythatbehaviorisafunctionofitsconsequencesandislearnedthroughexperience.操作性条件反射理论认为结果会影响一个人的行为，而且是透过经验而习得Operantbehavior:voluntaryorlearnedbehaviors操作性反射行为：行为是自发和学习而来Behaviorsarelearnedbymakingrewardscontingenttobehaviors.透过行为表现的奖赏而习得行为Behaviorthatisrewarded(positivelyreinforced)islikelytoberepeated.正面奖赏的行为是可以重复发生

Behav