Reference no: EM131260057

Mrketing and Business Managament Discussion Board Response

Part A

Organizational Behavior

Please I need good and quality answers. Also please I want good citation and good references. I want it in APA format. Please cite the sources and and use good references

Learning Activity #1: Bad attitude

Using Figure 4-2 from chapter 4, assess a coworker's (or your own) attitude that you think is poor. Use the list of factors and explain to us the person's behavior associated with each. For those factors identified as contributing to the ‘bad' attitude, conclude as to what you think is necessary for that person to develop job satisfaction and organizational commitment. Go beyond just using Fig. 4-2 and instead incorporate our many concepts and other readings. . Use our weekly readings to interpret what you see going on in that organization Be sure to cite in paragraph appropriately and reference list at the end. Cite all reference sources using APA format. Use in-text parenthetical citations, for example, (Saylor Org., 2014, p. #), within your response content, and full citations referenced at end (see Content/Using APA). Your initial response should be at least 300 words in length to earn any points.

Here is the link to figure 4-2. Just scroll down and go to 4-2 before answering the question;

For this you will need my username and password:

https://learn.umuc.edu/d2l/le/content/166276/fullscreen/6863450/View

Here are some other links you need to answer the questions FOR LA 1 AND LA2 as well

100 Best Companies to Work for (2015)

Diversity in the Workplace

Want to Learn About Diversity? Become a Foreigner - New York Times

Employee Engagement

Relationship between Organizational Culture, Leadership Behavior and Job Satisfaction

Learning Activity #2: Question 2-Workplace Application Discussion

What cross-cultural diversity issues have you observed in a past or current work place, and why is OB relevant to these issues? Include how different attitudes towards life and work, and how varying ethical norms found around the world, influence how business objectives are met. How could OB intervene and enable business objectives of your organization? Use our weekly readings to interpret what you see going on in that organization.

This is more of a philosophical question yet must be grounded in the theories of our text chapters, enhanced with insights from our other week 1 readings.

Create a Response evidencing and citing at least two required readings/resources, primarily from this week's readings. Cite all reference sources using APA format. Use in-text parenthetical citations, for example (Saylor Org., 2014, p. #), within your response content, and full citations referenced at end (see Content/Using APA). Use our text and at least two other weekly content materialsto explain or defend your points. Your initial response should be at least 300 words in length to earn any points.

Here are the links to the readings: you will need my username and password as well. Will provide to u.

https://learn.umuc.edu/d2l/le/content/166276/viewContent/6863448/View
https://learn.umuc.edu/d2l/le/content/166276/viewContent/6863449/View
https://learn.umuc.edu/d2l/le/content/166276/fullscreen/6863450/View

You can add your own references but use at least two references from those links that I provided for both LA 1 N LA 2

PART B

Managing Customer Relationships

I need a reply/response to these discussion board answers. Just read the discussion board answers, and respond to the information you read by also adding your own point of information about each topic itself to each discussion board answers not about how to correct the person answers by saying he or she needs to add more information or saying you agreed without stating why. Just three to five Lines response each. Please I need good and quality response to these discussion board answers

Question: Read the following articles related to CRM and customer relationships. Feel free to search for additional material if you wish, but this is not required. Think about the topic "What is and What is Not a Relationship?"

Precious Sellers

What is and What is not a relationship?

In the customer service world, a relationship is when a business and their employees provide customer loyalty. This loyalty entitles, communication with the customer, providing rewards for their continuous business, and going above and beyond (example, helping someone outside of the "area" you are placed).

What is not a relationship is a simple greeting, assisting when asked and closing transaction. This to me is below the bare minimum one can provide in the customer service field. As a consumer it will drive me to research other companies to provide me a service if I feel like I am receiving the bare minimum or doing a service myself.

Benjamin Willems

What is and What is Not A Relationship?

What is a customer relationship?

Relationships are ways that two or more people are connected. The connection varies depending on the the particular type of relationships. For example in a dating relationship, each partner has a emotional connection to one another. Whereas a customer relationship shares a mutual interest that is beneficial to each person.

The main focus in this discussion is the Customer Relationship Management (CRM) process that occurs between the company and the customer. The process refers to practices, strategies and technologies that companies use to manage and analyze customer interactions, with the goal of improving business relationships with customers and improving sales growth. This provides the correct algorithm for customers and business to both receive the desired object, whether the goods are tangible or intangible.

What is NOT a relationship?

A relationship that is failing is basically everything mentioned above except the exact opposite. Companies and customers do not have a mutual understand or respect for one another. The non relationship could be cause by a companies or customers views for the tangible or intangible goods and services. For example, a non relationship could be caused by a wrong doing or religious belief in a person product that have failed to promote a similar attribute to the customers view.

rittany James

What is a relationship?

There are many different types of relationships people have, but when it comes to a company's relationship with a consumer, there are many things to be considered. First, the needs of the customer and if those needs are being satisfied. Next, the expectations of the consumer, and if the company can live up to those expectations.Lastly, the opinion of the consumer about the company's product or service. These are the things the company has to consider when caring for it customer relationships.

What is not a relationship?

A business that functions how it wants to, without any negotiation or feedback from its customers does not build customer relationships. When there are issues in the outcome of a product or service, and the business does not do anything to satisfy the customer, or at least acknowledge the issue, that is not a relationship, that is strictly business. Businesses that run themselves like that will not obtain loyal customers. Therefore, it is important for the success of any business to have effective CRM.

Organizational Behavior

Question: Learning Activity #1: Bad attitude

Using Figure 4-2 from chapter 4, assess a coworker's (or your own) attitude that you think is poor. Use the list of factors and explain to us the person's behavior associated with each. For those factors identified as contributing to the ‘bad' attitude, conclude as to what you think is necessary for that person to develop job satisfaction and organizational commitment. Go beyond just using Fig. 4-2 and instead incorporate our many concepts and other readings. . Use our weekly readings to interpret what you see going on in that organization Be sure to cite in paragraph appropriately and reference list at the end. Cite all reference sources using APA format. Use in-text parenthetical citations, for example, (Saylor Org., 2014, p. #), within your response content, and full citations referenced at end (see Content/Using APA).

LA#1: Erin Cullum

I once worked with someone, Tracey, who had a poor attitude when it came to certain aspects of her job. Overall she really liked what she did and enjoyed the interactions she had with the line of business she supported. However, she had a challenging relationship with her manager. She did not hide her contempt for him and her nonverbal cues when he talked gave away what she thought of him. Positive attitudes can be attributed to how an individual feels they are being treated, their relationships with managers and co-workers, and their actual work (Organizational Behavior, 2014).

Personality: Tracey was a very nice person and generally had a positive disposition about life and only exhibited a bad attitude when she was at work interacting with her manager.

Person-environment fit: Tracey has been at our company for over twenty years. The original company we were hired into was acquired by my current employer ten years ago. The company values and culture of our original company were very family oriented and acknowledging and rewarding good performance. The company values shifted after the merger and she felt that the new values our company had were less focused on recognition and more about constant feedback if a job is not done well. Her values no longer matching the company's culture and values was leading her to feel less satisfied about where she worked (Tsai, 2011).

Job characteristics: Tracey liked what she did and had the skills to do a good job..

Psychological contract: She had certain expectations when she started the job that the job was Monday-Friday. Years later, the job required everyone to work one Saturday a month. She was very vocal about that was not the schedule she was hired into. While a valid point, the business had changed drastically since that time and she was very resistant to change along with the business.

Organizational justice: She felt her manager was singling her out when it came to bad feedback and it reflected on her bi-yearly performance reviews and lack of promotions. She had also vocalized that her manager (an African American) only got his job because of his race.

Work relationships: She had a great relationship with the line of business she supported and her peers, but a strained relationship with her manager. She never let her job attitude get in the way of her job performance and even exhibited organizational citizenship behaviors (OCB) by showing that she wanted to help others and make the team stronger (Organizational Behavior, 2014).

Stress: She had a view that her manager did not know what he was doing. This perception was creating stress for herself because she felt she was doing his job and her job because of his lack of familiarity with the business they were supporting.

Work-life balance: The requirement of working one Saturday a month and not having an option to telecommute when her children were sick, made her feel her management did not care about a work-life balance.

Tracey has been with the company almost two decades and has some organizational commitment, but has a high degree of job dissatisfaction related to her work environment. She had a clear personality conflict with her manager and she felt that the organization no longer appreciated a work-life balance. In her mind, she thought the company moved away from being a support culture where there was more harmony and employees were valued (Lillis &Tian, 2010).

For Tracey to develop job satisfaction, it was a matter of moving to a different role under a new manager. She eventually did that and ended up much happier. While she still wishes the company had the same culture before the merger, she realizes that we're ten years post-merger and the past is the past and you need to embrace the company you work for now.

LA 1 Song Bong

Personality of an individual significantly contributes to job satisfaction and organizational commitment (Organizational Behavior, 2014). An individual's ability to remain calm in stressful situations is a critical part of one's job satisfaction and organizational commitment. Although the individual in my office seems positive and happy, the individual often displays unusual instable emotions, therefore, the individual's personality damages job satisfaction and organizational commitment. Personal relationship is the most important part of any business and one's ability to manage his or her personality is the key to successful business networking (Bryant, 2016). In other words, individuals shouldn't let the emotions take charge of stressful circumstances. I highly suggest him to take a few emotional intelligence tests and personality tests and learn how to manage not only the individual's emotions but the emotions of others.

Job characteristics - The individual seemingly satisfies the duty position and the job description. The individual is licensed and well qualified for the position.

Person Environment Fit - Although, the individual is a subject matter expert, the individual does not contribute to the team, other than the technical requirements, because the individual is socially disconnected from the team. Work environment should be much more than just a job since it is such important part of our lives.

Psychological Contract - The individual is very aggressive toward local national employees and local contractors who usually avoid conflict with any US government employees. On the other hand, the individual is way too polite to other coworkers. It is possible the individual developed unrealistic personal expectations base on local employees' capacity to tolerate the individual's unacceptable behavior.

Organizational Justice - The US government has zero tolerance of harassment and discrimination of any forms and the individual is very polite to other coworkers. However, insignificant mistakes of others trigger disruptive behavior.

Relationships at work - The individual's unpredictable and rapid change in mood makes difficult for others to build relationships with the individual at work. Coworkers avoid unnecessary interaction between the individual.

Stress is one of the underlying factors which significantly influences one's job satisfaction (Tsai, 2016). Although, manageable stress level pushes individuals for an optimal performance up to a certain point ("Yerkes-Dodson Law", 2016), individuals displays job dissatisfaction when uncertainty and conflicts are aroused at work (Organizational Behavior, 2014). The individual's lack of work performance consistency can be an indicator of the individual's high stress level which has a positive correlation with job satisfaction (Tsai, 2016).

Individuals with well-balanced personal life and work have more positive work attitudes and higher job satisfaction which significantly related to organizational citizenship behavior that related to positive organizational culture (Organizational Behavior, 2014). The individual is isolated from the team except for the technical aspect of job with no organizational citizenship behavior, therefore, the individual is not contributing to positive organizational culture.

Learning Activity #2: Question 2-Workplace Application Discussion

What cross-cultural diversity issues have you observed in a past or current work place, and why is OB relevant to these issues? Include how different attitudes towards life and work, and how varying ethical norms found around the world, influence how business objectives are met. How could OB intervene and enable business objectives of your organization? Use our weekly readings to interpret what you see going on in that organization.

This is more of a philosophical question yet must be grounded in the theories of our text chapters, enhanced with insights from our other week 1 readings.

Create a Response evidencing and citing at least two required readings/resources, primarily from this week's readings. Cite all reference sources using APA format. Use in-text parenthetical citations, for example (Saylor Org., 2014, p. #), within your response content, and full citations referenced at end (see Content/Using APA).

Marguerite Van Ness

LA2, Peggy

Organizational behavior is important in addressing cross-cultural diversity issues in the workplace because organizations must recognize and address these issues in order to help people from different cultures interact effectively (Lillis &Tian, 2010). Today we are a global workplace made possible through technology and companies are becoming more diversified to have a competitive advantage so managers must learn the skills necessary to address working with employees in a multicultural environment (Green, Lopez, Wysocki, Kepner, Farnsworth & Clark, n.d.). My company is a highly innovative biotechnology company dealing with informatics so we have a lot of people working with data and science in interesting ways. Rather than the old system of data in, aggregate it, data out, analyze it, our company uses natural language processing, cognitive computing or systems that learn from experience, and big data systems that allow sharing of information across areas of science for predictive analytics.

It is much more valuable to be able to predict an influenza outbreak based on certain conditions and respond to the threat than to report that there is one after the infection rate has become wide-spread. The company owners and many of the leadership are from India which is not uncommon in high technology companies, especially in the Washington, DC area. Although India is recognized by Lillis &Tian (2010) as a country high in power distance, I guess that facet has become more Americanized because the leadership prides themselves on not having a strong hierarchical structure and offering opportunities and welcoming input from all levels of the organization. Although Rahul Singh recounts his experience working with Goldman Sachs in India, I agree with his observation of attitudes of the Indian workers being respectful, hard-working, taking pride in creating value and being good at your job (A Conscious Life, 2011).

I see many gender differences among the Indian people at the company, although there are men and women working together in equally powerful positions. The women tend to be quieter and friendlier while the men can be more aggressive with each other and definitely are not as quiet. There is a positive integration of cultures and a good deal of respect and interest in the various cultures. I don't know the numbers, but there is a good mix of people born in the U.S. working at the company and also people from Russia, Europe, Pakistan, and a variety of other countries. It is a very nice mix of interesting people and we all seem to naturally show interest by sharing native foods at group events and taking the opportunity to ask questions and learn about each other personally and not just as a work colleague. Our attrition is much lower than the average in the U.S. where a person will change jobs 10 times in 20 years (Organizational Behavior, 2014) so I suppose that the positive blending and sharing of cultures helps with job satisfaction and I also like to believe that we deliberately use cultural diversity to our advantage by having a variety of perspectives (Lillis &Tian, 2010) when solving problems or developing strategies. We recently participated in a sexual harassment training that is required in most companies.

Raising awareness of not only what the law and appropriate behavior dictate for the individuals, we also were raising awareness that while individuals may be fine with their interactions, it is important to be aware of any words or actions that might make others uncomfortable. So if Barry and Sue like to flirt and giggle or James likes to throw the F bomb in his remarks for emphasis, they need to consider if this is behavior could make others feel uncomfortable and change their behavior so everyone has a comfortable and non-threatening work environment. I believe that any issues that could be positively affected in my work environment are around these types of unintentional behaviors, some of which are driven by culture, rather than traditional problems in multicultural environments of prejudice or ignorance.

Varying ethical norms around the world influence how business objectives are met in many ways and it takes a high cultural intelligence to avoid clashes and misunderstandings and gain the potential benefits from a diverse workforce. The UK and Australia are very individualistic cultures while Japan and China are collective cultures. Argentina and Mexico have high power-distance between members of a group while Scandinavian countries have very low power-distance in their cultures. Austria and Italy are associated with masculine cultures while again, the gentle Scandinavian countries are considered feminine. China and Japan have a long-term orientation looking toward the future and Pakistan and Spain have a much shorter future orientation (Lillis &Tian, 2010).

I am very excited when I learn of companies that truly embrace their values and demonstrate them like IBM's EXITE program (Organizational Behavior, 2014). These are the values and actions that all companies should demonstrate to move the next generation toward individual and world-wide success.

LA 2 Robin Hawkins

I worked in a three person office in Washington, D.C. for a Saudi Arabian investment company years ago. The president of the DC location was a well-traveled, Caucasian, Muslim American lawyer married to a really lovely Saudi woman with two adorable little kids. He spoke the language fluently and was immersed in Saudi culture. For the most part the company was run as most traditional American companies. Although fairly limited, communicating with the owner and Saudi office required that staff on both sides learn more about the cultures involved (The Saylor Foundation b, 2014).

Saudi Arabia is a collectivist culture where the focus is on the accomplishments of the group rather than the individual as in American culture. In Saudi Arabia the people tend to be agreeable and respectful of authority. Those in authority do not easily accept being contradicted while Americans respect varying thought and self-expression. The owner was a worldly man and didn't require that the president to stoop but he did expect a sense of reverence from the rest of us. He really dealt directly with the president and was polite otherwise. The men greet each other with handshake but do not have physical contact with women in greeting (i.e., handshake, hug). When I met the owner the first, all of my preparing went out the door when I reached to shake hands. He was gracious and shook my hand but I immediately realized my goof and I was embarrassed.

I did notice that he gave me little to no eye contact which is also customary. Grooming, title, etc. is considered a status elevator for Saudi's but money and performance are American status symbols. While Saudi's are usually not on time; American's take timeliness very seriously which can create conflict (Moritz, 2013). We prepared for the owner's to the office which was scheduled for 11:00 am but he showed up after 12 noon and seemed to be always delayed for scheduled meetings/conference call.