Read the passage carefully and answer the Question that follow: Organizational culture refers to qualities of the workplace itself that influence its employees, whereas Organizational behavior refers to the resulting behavior of the people within it. Organizational culture includes factors such as core values, the company’s mission statement and expectations of the employees. It defines the identity and how it wants to be perceived. For the instance, if a company has a mission statement focused on providing the highest quality of customer service, then the core values may be centered around communication, professionalism and customer satisfaction. This will shape the employees expectations, such as expecting them to be willing and courteous to go the extra mile to serve the customer. Organizational behavior is the resulting behavior of the people within the organization based on the culture they’re immersed in. if the company culture is one that promotes customer service, then the employees are likely to display behavior such as friendliness and helpfulness when dealing with customers. The opposite may be true if the company’s culture revolves around a competitive environment and employees are expected to go above and beyond to be the most successful. In this case, employees may display behavior such as aggressiveness and competitiveness in order to achieve the highest results. Organizational culture works as the foundation for the employee’s behavioral exhibit, and the two are closely intertwined. If a company wishes to create a positive working environment, it is essential to establish an organizational culture that promotes a healthy behavioral environment among its employees.
In a company with a culture focused on customer service, employees are expected to demonstrate behaviors such as:
Friendliness and helpfulness
Friendliness and helpfulness — option 2, lifted directly from the passage.
The sentence. “If the company culture is one that promotes customer service, then the employees are likely to display behavior such as friendliness and helpfulness when dealing with customers.” The wording of option 2 is identical.
Why option 1 is the sharpest distractor. “Aggressiveness and competitiveness” does appear in the passage — but as the behaviour of the opposite culture: “The opposite may be true if the company’s culture revolves around a competitive environment … employees may display behavior such as aggressiveness and competitiveness.” The passage deliberately sets the two cultures against each other, and a reader who half-remembers the phrase without noticing which culture it belongs to will pick the wrong one.
| Culture described in the passage | Behaviour it produces |
|---|---|
| Customer-service culture | Friendliness and helpfulness |
| Competitive culture | Aggressiveness and competitiveness |
Options 3 and 4 — independence and autonomy, innovation and creativity — are genuine cultural types in the wider literature but appear nowhere in this passage.
The argument the passage is making. This is its central claim: culture is the foundation of behaviour. Organisational culture consists of the qualities of the workplace — values, mission, expectations — and organisational behaviour is the resulting conduct of the people immersed in it. Change the culture and the behaviour changes, which is why a firm wanting good customer service must build the culture that produces it rather than merely instructing staff to be pleasant.
The management implication. If behaviour follows culture, then the levers are cultural: what the mission says, what the core values are, what is rewarded and recognised, and what senior people actually do. Training in service etiquette will not survive a culture that rewards only speed and volume — the underlying values will win.
Hence, the answer is Friendliness and helpfulness.
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Read the passage carefully and answer the Question that follow:
Organizational culture refers to qualities of the workplace itself that influence its employees, whereas Organizational behavior refers to the resulting behavior of the people within it. Organizational culture includes factors such as core values, the company’s mission statement and expectations of the employees. It defines the identity and how it wants to be perceived.
For the instance, if a company has a mission statement focused on providing the highest quality of customer service, then the core values may be centered around communication, professionalism and customer satisfaction. This will shape the employees expectations, such as expecting them to be willing and courteous to go the extra mile to serve the customer.
Organizational behavior is the resulting behavior of the people within the organization based on the culture they’re immersed in. if the company culture is one that promotes customer service, then the employees are likely to display behavior such as friendliness and helpfulness when dealing with customers.
The opposite may be true if the company’s culture revolves around a competitive environment and employees are expected to go above and beyond to be the most successful. In this case, employees may display behavior such as aggressiveness and competitiveness in order to achieve the highest results.
Organizational culture works as the foundation for the employee’s behavioral exhibit, and the two are closely intertwined. If a company wishes to create a positive working environment, it is essential to establish an organizational culture that promotes a healthy behavioral environment among its employees.
In which one of the following methods of performance appraisal, predetermined percentages of rates are placed in various performance categories ?
Which one of the following theories of labour welfare believes that workers are becoming more and more aware of their rights and welfare measures can appease them ?
Which one of the following is not a characteristic of the ‘Hot - Stove Rule’ of disciplinary action ?
Important Questions from Miscellaneous
The magazine in which Mahatma Gandhi mentioned what he wanted the Constitution to do is:
Which gas shields the surface of the earth from ultraviolet radiation from the sun?
Which event is marked as an Intangible Cultural Heritage of Humanity by UNESCO?
Who has been conferred with the rank of the Commander of the Order of the British Empire in 2018?
Who directead the film ‘Bhuvan Shome’?
