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Semester - III (Elective Modules - 2 out of 3 are to be chosen)(5 or 6 subjects and 16 credits)
Module V: Understanding Employee Behaviour, Understanding Customer Behaviour,
Customer Service
1 Understanding Employee Behaviour - 3 credits
Unit
Syllabus
1
Introduction to Organization behavior
Origin, nature & scope of organizational behavior & its relevance to organizational
effectiveness
2
Personality
Meaning & determinants of personality, process of personality formation, personality
types
Assessment of personality traits for increasing self awareness
3
Perception, attitude & value
Perceptual processes, effect of perception on individual decision making, altitude &
behavior
Sources of value, effects of values on attitudes & behavior
Effects of perception, attitude & value on work performance
4
Motivation concepts
Motives, theories of motivation & their applications for behavioral change
5
Group behavior & group dynamics
Work groups formal & informal groups & stages of group development
Concepts of group dynamics, conflict & decision making; Team effectiveness
High performance teams, team roles, cross functional & self directed teams
6
Organizational design
Structure, size, technology, environment of organization, organizational roles
Concept of roles, role dynamics, role conflicts & stress, organizational conflicts
7
Leadership
Concepts & skills of leadership, leadership & managerial roles, leadership styles,
Power & politics sources & use of power, politics at work place, tactics & strategies
8
Organizational Development
Organizational change & culture, environment, organizational culture & climate
Process of change & organizational development
9
Emotional Intelligence
Current scientific and business support for emotional Intelligence
Practical implications and real-life effects of the biology of emotion
Special training in achieving the critical levels of each competence
How to measure and continually improve your own Emotional Quotient (EQ).
How to promote EQ within your business
How EQ drives leadership, culture and performance
How to engage the links between emotions, thought and ethics