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.
Similar Questions
Arrange the Five Stages of Conflict Process in proper sequence from beginning to end
A. Potential opposition or incompatibility
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Match the List-I with List-II
LIST I
ConflictLIST II
Appropriate viewA. The Traditional view I. The belief that conflict is a natural and inevitable outcome in any group B. The Human Relations view II. The belief that all conflict is harmful and must be avoided C. The Interactionist View III. Conflict that supports the goals of the group and improves its performance D. Functional conflict IV. The belief that conflict is not a positive force in a group but that it is absolutely necessary for a group to perform effectively Choose the correct answer from the options given below:
Which of the following is NOT a factor included in organisational culture?
What might employees in a competitive organisational culture display?
Which statement best describes the relationship between organisational culture and organisational behavior?
What role does organisational behavior play in the workplace?
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 ration of the number of girls and boys in a school is 8 : 7. If the percentage increase in the number of girls and boys is 10% and 20% respectively, what will be the new ratio?
The cheapest means of transport is:
The property of Catenation is most readily predominant in:
Which newspaper edited by Bal Gangadhar Tilak, was one of the strongest critics of the British rule?
Which of the following is NOT a cause of food and water contamination?
