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ebook download (eBook PDF) Managing Human Behavior in Public and Nonprofit Organizations Fifth Edition all chapter
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Detailed Contents
Preface
1 Organizational Behavior as a Way of Thinking and Acting
The Roots of Organizational Behavior
More Recent Developments
Does Good Management Make a Difference?
Themes and Purposes of This Book
2 Knowing and Managing Yourself
Where Do We Begin?
Life Experiences
Your Lifeline
Knowing Yourself Exercise
Ways of Thinking
Improving Your Sense of Self
Ethical Concerns
Ways of Acting
Thinking in Action
Increasing Self-Knowledge
A Vision Statement
Valuing Diversity
Managing the BP Disaster: A Case Study
Privatizing the Cafeteria: A Case Study
Laura’s Employment Dilemma: A Case Study
Some Career Advice: A Case Study
Appendix 2.A: Reddin’s Personal Values Inventory
Appendix 2.B: Fundamental Interpersonal Relations Orientation—Behavior (FIRO)
Appendix 2.C: Career Orientation Inventory
Appendix 2.D: Emotional Intelligence
3 Fostering Creativity and Innovation
Where Do We Begin?
Ways of Thinking
Understanding Creativity
Characteristics of Creative Individuals
Conceptual Skills and Abilities
Creativity as Behavior
Creativity as a Process
Social and Structural Connections
An Integrated Perspective on Creativity
8
The Creative Process
Roles in the Creative Process
Impediments to Creativity and Innovation
Fostering Creativity and Innovation in Organizations
Enhancing Your Personal Creativity
Techniques and Tools for Improving Organizational Creativity
Ways of Acting
Thinking in Action
Mind-Mapping Exercise
Analyzing Barriers to Innovation
Using Analogies
A Creativity Challenge: A Case Study
Adapting Innovations
Involving the Community
4 Managing Stress
Where Do We Begin?
Symptoms of Stress
Stress Inventory
Sources of Stress
Coping With Stress
Ways of Thinking
The Consequences and Costs of Stress
Stress: Good, Bad, and Ugly
Sources of Stress
Individual Factors
Coping With and Managing Stress
Ways of Acting
Thinking in Action
Building Resilience
Distress at DES: A Case Study
Life Balance Exercise
Having Fun at Work
Developing Your Own Stress Management Program
Finding Happiness
5 Decision-Making
Where Do We Begin?
Implementing Good Decisions
Ethical Decision-Making
Generating Alternatives
The Horse Grooming Case
9
Package Delivery: Exercising Moral Imagination
Identify Options
Make and Implement a Decision
Ways of Thinking
Models of Decision-Making
Who Should Be Involved?
What Techniques Are Available to Assist You?
Ways of Acting
Thinking in Action
Choosing Your Academic Program
Decision-Making in Ferguson, Missouri: A Case Study
New Charter School: A Case Study
Levels of Participation: A Smart Cities Case Study
Using Performance Information for Evidence-based Decision-Making
A Decision-Making Framework
A Decision Diagnostic
6 Motivation and Engagement
Where Do We Begin?
What Motivates You Now?
What Will Motivate You in the Future?
Ways of Thinking
What Is Motivation?
Changing Perspectives on Motivation
Engagement and Trust
Ways of Acting
Thinking in Action
SOS in DHS—A Problem of Motivation: A Case Study
Staying Motivated
Being an Energizer
The Power of Public and Nonprofit Service
7 Leadership in Public Organizations
Where Do We Begin?
What Makes a Good Leader?
Your Experience as a Leader
What Is Your Leadership Style?
Ways of Thinking
Traditional Approaches to Leadership
Contemporary Context and Approaches to Leadership
Leadership and Diversity
Leadership, Emotion, and Art
10
Leaders and Followers
Some Concluding Notes
Ways of Acting
Thinking in Action
Developing a Leadership Autobiography
A Debate Topic
Transactional Versus Transformational Leadership
Assessing Your Leadership Style
Leadership When No One Is in Charge: A Case Study
Practicing the Ethics of Leadership
8 Power and Organizational Politics
Where Do We Begin?
Ways of Thinking
Early Voices
Changing Perspectives on Workers and Organizations
Questioning Power and Authority
Sources of Power
Recognizing Power and Organizational Politics
Balancing Power
Structural Aspects of Power and Privilege
Is Power a Positive Force or a Destructive Force?
Managing Power and Organizational Politics
Gaining Positive Political Skills
Empowerment: More Than Delegation
Power and the Public Service
Ways of Acting
Thinking in Action
Politics and MBO: A Case Study
Observing Organizational Politics
It’s Not What You Know; It’s Who You Know
Anita’s Dilemma: A Case Study
Assessing Your Power Potential
9 Communicating Effectively With Others
Where Do We Begin?
Ways of Thinking
Improving Interpersonal Communication
Specialized Forms of Communication
Exploring Diversity and Intercultural Communication
Ways of Acting
Thinking in Action
11
An Exercise in Supportive Communication
Turmoil in the Community Development Department
One-Way Communication Versus Two-Way Communication
A Strange Meeting: A Case Study
Trends in Electronic Communication
A Dispersed Workplace: A Case Study
10 Working in Groups and Teams
Where Do We Begin?
Assessing Team Performance
Getting to Know Your Team
Team Agreements
Process Approach
Ways of Thinking
Types of Teams
Implementing Teams
Team Effectiveness
Measuring Team Effectiveness
Individual Styles and Team Development
Team Conflict
Building an Ethical and Collaborative Environment
Ways of Acting
Thinking in Action
A Team-Building Exercise
The Case of Guard Uniforms: A Case Study
Relocating a Nonprofit Health Center: A Case Study
A Team Exercise on Gender and Pay
Emotional Intelligence in Teams
How Well Does Your Team Deal With Conflict?
Team Recommendations on Outsourcing: A Case Study
The Chilean Mine Disaster: A Case Study
11 Managing Conflict
Where Do We Begin?
How Do You Behave During Conflict?
How Do Relationships Affect Conflict?
Making Conflict Constructive
Ways of Thinking
Theories of Conflict
Sources of Conflict
Stages of Conflict
Strategies for Negotiation and Conflict Management
12
Common Mistakes in Negotiation
Ethical Violations
Situations and Conflict Management Strategies
Conflict and the Public and Nonprofit Sectors
Ways of Acting
Thinking in Action
Asking Questions
Individual Needs
Parks and Recreation: A Case Study
Budget Surplus: A Case Study
Bayshore Child Development Center: A Case Study
Conflict in an Emergency Situation: A Case Study
Misinforming Contractors: A Case Study
Use of Cell Phones in Meetings: A Case Study
When Is Conflict Healthy?
Avoiding Conflict of Interests: A Case Study
12 Organizational Culture and Change
Where Do We Begin?
To Change or Not to Change?
Your Orientation Toward Change
Discussing Your Experiences With Change
Ways of Thinking
Approaches to Understanding Change
Organizational Culture
Approaches to Bringing About Change
The Management of Change
The Ethics of Managing Change
A Final Note on Personal Change
Ways of Acting
Thinking in Action
Reasoning Processes in Organizational Change
Rethinking Change: Leadership and Meaning
Fremont, California: A Case Study
Maricopa County, Arizona: A Case Study
Leading Change in Communities
An Approach to Leading Change: A Case Study
13 Representing the Organization “On the Outside”
Where Do We Begin?
Networks and Relationships
Working With the Media
13
Ways of Thinking
The Core Skills of External Relations
The New Skills of External Relations
Ways of Acting
Thinking in Action
Improving Relationships With the Legislature
Improving Service Quality
Exploring the World of Networks
Community Involvement in Changing Priorities: A Case Study
14 Managing Behavior in the Public Interest
The New Public Service
Conclusion
References
Index
About the Authors
14
15
Preface
Managing Human Behavior in Public and Nonprofit Organizations is intended as a core text in management and
organizational behavior as taught in undergraduate and graduate programs in public administration and
nonprofit management, as well as in courses in health care management, social work, and educational
administration. Faculty in the fields of public administration and nonprofit management are increasingly
recognizing the importance of teaching basic management skills as part of the public administration
curriculum. Indeed, over the past several years, the Network of Schools of Public Policy, Affairs, and
Administration has considered “the ability to lead and manage in public governance” and “the ability to
communicate productively with an increasingly diverse workforce and citizenry” among the essential
competencies required of master of public administration (MPA) programs seeking accreditation. For these
reasons, nearly every MPA program now requires a course in management and organizational behavior as part
of its core curriculum. In addition, many undergraduate and doctoral programs in public administration
feature courses in management and organizational behavior.
The same is true in the fields of nonprofit organizations and educational organizations. The Nonprofit
Academic Centers Council is the driver of curriculum standards for the nonprofit and philanthropic studies
field. Included in its guidelines for nonprofit curricula is attention to leadership, management, and
organizational dynamics at both the undergraduate and the graduate level. In fact, two sections of the
guidelines include such topics. Similarly, the Network for Social Work Management has identified executive
leadership, including interpersonal and communications skills, as the leading area of core competencies for
that field. Finally, schools and colleges of education have long recognized the importance of principals,
superintendents, and other educational administrators being well prepared for the human aspects of
administration and management. Again, attention to management and organizational behavior is central.
Although the courses offered to meet these needs vary considerably in name and content, certain basics are
likely to be included. First, these courses recognize the importance of students developing basic skills such as
communications, motivation, teamwork and group dynamics, decision-making, power, influence,
management, and leadership. Second, these courses typically employ a variety of cases, exercises, and
simulations to give students some sense of the real-world implications of their actions. Third, the courses
typically emphasize continuing to learn from one’s own experience, reflection, and insight.
Managing Human Behavior in Public and Nonprofit Organizations covers all of the essential topics in
management and organizational behavior, but it does so from the perspective of public and nonprofit management.
Three themes are central: (1) the importance of understanding the behavior, motivations, and actions of those
in the public service; (2) a focus on the distinctiveness of management and leadership in public and nonprofit
organizations; and (3) an emphasis on students learning not only from reading but also from their own
experiences.
We believe organizational behavior is not just a field of study. Organizational behavior is a practical discipline
16
that enables us to act effectively and responsibly. Our text provides an action orientation that demonstrates how
organizational behavior is a way of thinking and acting that is of critical importance to leaders, to managers, to
their employees, and to their customers.
This book is about helping students understand, manage, and change their own behavior, as well as influence
the behavior of others. We believe that the ability to lead and manage effectively requires knowledge,
creativity, and practice. No matter what organizational setting students encounter, there are certain skills they
will need to address the “people” challenges they will face. Questions of motivation, power and authority,
communications, group dynamics, and leadership arise in organizations large and small and in all sectors.
Whether managing the corner store, a state agency, a large manufacturing firm, a county health department, a
nonprofit foundation, a high school, or a day spa, questions about managing people may be the most
important ones future leaders face.
Many organizational behavior texts focus on the study of organizational behavior rather than on the practical
application of these lessons—that is, how you can more effectively manage human behavior in real-world
circumstances. This book has a distinctive “action orientation” that is reflected in our pedagogy.
This book, therefore, seeks the following objectives appropriate for a course in management and
organizational behavior:
To help students develop a thorough understanding of the basic issues that affect behavior in public and
nonprofit organizations (including schools)
To help students understand the value of analyzing management problems from the standpoint of the
individual and how that perspective can augment action and analysis at the organizational level
To increase students’ understanding of core behavioral principles on which these personal, interpersonal,
and public leadership skills are based
To help foster competency in critical management and leadership skills—that is, the capacity to act
effectively and responsibly under the stress, complexity, and uncertainty of the real world
To provide cases, exercises, simulations, and evaluative instruments that will enable students to learn
both cognitively and experientially
In each chapter, we present a review of the relevant literature related to each topic covered, but we also present
some specific and immediate ideas and tools that should be of help. We also develop some long-term
strategies that students can use to learn from their own experiences and the experiences of others. And we
provide a set of learning tools—cases, simulations, and assessment tools—that students can use to develop and
practice their emerging skills in management and leadership. Each of the central chapters follows the same
organization:
Introductory Paragraphs. Each chapter begins with a brief introduction establishing the importance of the topic
and how the topic reflects our commitment to and concern for individual action, the distinctive character of
public service, and learning from experience.
Where Do We Begin? This section provides several brief self-assessment exercises to give students a sense of
17
where they currently stand with respect to the issue being discussed.
Ways of Thinking. This section introduces students to the basic knowledge that has been accumulated on the
topic. It discusses what we know about the particular topic. What does the literature tell us?
Ways of Acting. This section takes the information presented in the previous section and puts it in the context
of action, presenting general lessons and behavioral guidelines that might instruct managers’ behavior in
specific situations.
Thinking in Action. This section presents cases, simulations, and other exercises that give students an
opportunity to practice the skills that they have learned.
This new edition of Managing Human Behavior in Public and Nonprofit Organizations maintains the distinctive
features of the book that teachers and students have found most helpful. In addition to updating the book
generally to cover recent developments in research and practice, we have given increased attention to issues
related to nonprofit organizations. This is reflected both in the text and in cases, illustrations, and exercises. In
doing so, we have been mindful of both the differences and the similarities in the two environments, as well as
the way they interact with one another and with the private sector. We have also broadened our coverage of
issues related to ethics and diversity, including the examination of implicit and explicit bias, generational
differences, and power and privilege. In addition, we have given greater attention to collaboration, inclusion,
and participation, both within the organization and with external constituencies, touching on both the value
rationale for engagement and also its practical effects. Finally, we have revised and updated information on
emerging technology, and especially the way that an increasingly digital, connected, networked environment
affects our ability to manage public and nonprofit organizations.
We thank our many friends and colleagues who contributed to this book, especially our colleagues in the Price
School of Public Policy at the University of Southern California, those in the School of Public Affairs at
Arizona State University, and those in the School of Public Policy and Administration at the University of
Delaware, many of whom provided special knowledge and insight. We also thank a group of dedicated
practitioners who helped to enhance our understanding of the work of public organizations, especially our
friends and colleagues in the American Society for Public Administration and the National Academy of
Public Administration.
Additionally, SAGE would like to thank the following reviewers, who provided numerous thoughtful
comments and helpful suggestions:
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19
Ancillaries
20
For the Instructor
The password-protected Instructor Site at edge.sagepub.com/denhardt5e gives instructors access to resources
to support and enhance their course. The following assets are available on the teaching site:
A test bank with multiple-choice, true/false, short-answer, and essay questions. The test bank is
provided on the site in Microsoft Word format as well as in a format compatible with the major learning
management systems: Blackboard, Canvas, D2L/Brightspace, and Moodle.
Microsoft PowerPoint slides for each chapter, for use in lecture and review. Slides are integrated with
the book’s distinctive features and incorporate key tables, figures, and photos.
21
For the Student
To maximize students’ understanding of the material and promote critical thinking and active learning, we
have provided the following chapter-specific student resources on the open-access portion of
edge.sagepub.com/denhardt5e:
Self-quizzes with multiple-choice questions help students assess their knowledge and comprehension.
Video resources related to each chapter allow for deeper exploration into key concepts.
Full-text SAGE journal articles engage students by showing them new perspectives on the concepts and
theories in the chapters.
22
1 Organizational Behavior as a Way of Thinking and Acting
This book is about human behavior in public and nonprofit organizations, schools, and health care
organizations. Its purpose is to provide information and perspectives that enhance our understanding of our
own behavior and our ability to influence the behavior of others. It concerns how public servants and
nonprofit managers interact with others in their organizations and with the public, how they view their work
and its importance to their communities, and how they choose to serve their cities, states, and nation. These
are people doing extremely important work. They are charged with making our communities and our society
better by fostering citizenship, making cities safer, educating youth, healing the sick, protecting the
vulnerable, and keeping the country and the world clean, safe, and prosperous. Public and nonprofit leaders, of
course, do not bear this responsibility alone. Instead, they seek to accomplish these and other critical public
goals in collaboration with elected officials, business leaders, citizens, world leaders, and many others. Each
public and nonprofit employee, from the top of the organization to the front line, bears a responsibility as well
as a deeply satisfying opportunity to serve the public interest.
To be effective, public administrators and nonprofit managers—from police chiefs to policy analysts, from
agency executives to child protective services workers, from school superintendents to public health officers—
must lead and motivate others within and outside of their organizations, function effectively in groups,
communicate clearly, think creatively, navigate change successfully, and manage conflict. They must cope with
their own and their employees’ stress, be self-reflective and open to growth and learning, and renew and
reinvigorate their commitment to public service in spite of sometimes unreachable goals, limited resources,
and an often hostile public. Thankfully and remarkably, given the challenges they face, thousands of public
and nonprofit servants succeed in meeting these challenges every day.
Our intent in this book is to provide information, enhance skills, and broaden perspectives in support of
efforts to manage organizational behavior in the public interest. The book builds on the knowledge and skills
acquired by successful public and nonprofit administrators, draws from the research and observations of social
scientists, and provides opportunities for students to acquire habits of mind that will allow them to reflect on
and learn from their own experiences in public organizations. Accordingly, the goals of this book are as
follows:
1. To examine what is known about the factors that affect human behavior in public and nonprofit
organizations and how these ideas inform the practice of public and nonprofit administration
2. To develop an appreciation of the value of analyzing management problems from the standpoint of
individual behavior and how that perspective can augment action and analysis at the organizational level
3. To explore some of the most contemporary approaches to management and leadership
4. To increase understanding of the core behavioral principles on which personal, interpersonal, and public
leadership skills are based
5. To foster competency in critical management and leadership skills—that is, to develop the capacity to
act effectively and responsibly under the stress, complexity, and uncertainty of the “real world” of public
23
and nonprofit administration
6. To provide cases, exercises, simulations, and evaluative instruments that will enable students to learn
both cognitively and experientially
In this book, we examine organizational behavior as a field of study. But we want to make clear at the outset
that organizational behavior is not just a field of study. It is a way of thinking and acting that is of critical
importance and value to people who work in public organizations.
Consider the following scenario: In your 10 years with the state social services department, you have earned a
reputation as a problem solver. Because of this reputation, you have just been appointed as the head of a
division charged with finding and securing payments from individuals who are not paying their required child
support. The previous administrator left in a storm of controversy following a legislative study showing an
abysmal track record in payment and widespread dissatisfaction on the part of the parents—both those who
were owed money and those who owed money. These citizens complained that they were treated
discourteously and that their cases were mishandled. The study was initiated after a popular weekly
newsmagazine show on television highlighted how much more effective the growing number of private
companies were in finding the parents who owed money and securing payments from them. Understandably,
the workers in your division are disheartened. Turnover and absenteeism are high. Workers report feeling
unfairly criticized and point to the lack of necessary resources to effectively do their jobs. Yet as you talk with
these individuals, you find that they are bright, committed, and hardworking. The truth is, resources are
extremely limited, and some of the criticism does seem unwarranted. You believe that you can work with these
people to build a stronger, more service-oriented division.
How are you going to handle this challenge? What information will you collect? What decisions will you
make? What actions will you take? What will you do first?
There are many important perspectives from which situations such as this can be analyzed and approached.
Certainly, those in public and nonprofit agencies deal with personnel issues, technical problems, systems
failures, budgetary or policy issues, and performance measurement. But much of what happens in public or
nonprofit organizations can best be seen as problems of human behavior in organizations. The ways in which
individuals act make a huge difference in the outcomes of public and nonprofit programs. But even here there
are different levels of analysis. Look again at the case of the child support collection division. What are the
important issues there? Should the concerns about it be framed in terms of individual behavior, group
functioning, organizational operations, community considerations, or society at large? Will you respond by
dealing with one person at a time, or will you seek some system-wide intervention? Each of these levels of
analysis gives us a different perspective on the ways in which our organizations and the people in them work.
In turn, each perspective becomes a lens through which we see, interpret, and attempt to respond to the
specific organizational circumstances that we confront.
As we change the lenses through which we see a given situation, our definition of the problems that the
situation entails and the possible solutions to those problems also will change. For example, if we focus on
individual behavior, then we might think of the problem as one of employee motivation, the failure of
24
employees to communicate effectively with citizens, or employees’ lack of understanding the broader purposes
and goals of the organization. As a result, we might meet and talk with employees; try to understand their
needs, desires, and motivations; work with them to set individual and group goals; and seek their input on
policy and operational changes that would improve outcomes. Are supervisors managing their units in a
manner that supports employee development and performance? Do workers understand the underlying values
of the mission of the unit, and are they empowered to serve the public in a manner consistent with these
values? Helping individuals to redirect their behavior toward meeting organizational and community goals
would be the purpose of our efforts.
At the group level, we might ask whether existing work groups are functioning effectively. Do employees feel
as if they are part of a team, or do they feel alienated from their coworkers and supervisors? Is the culture of
existing groups or teams conducive to or counter to division goals? We might form task forces of employees to
address particular problems, or we might reconfigure work teams to address certain types of cases. We might
work with staff members to improve their group process and leadership skills. Our objective in undertaking
these activities would be to strengthen work teams, enhance worker commitment and involvement, and
provide the skills and support needed for the employees to achieve their goals.
At the organizational level, we might ask whether the division is structured appropriately to accomplish its
tasks. Are management systems, such as goal setting and performance measurement, in place? Is there a
strategic plan? Is management information available to guide decision-making? Are resources tracked and
allocated to areas of high need? Are organizational communications clear, and are policies documented and
disseminated? Are the appropriate equipment, technology, and supplies available? Are personnel guidelines
for hiring appropriate regarding the skills needed for the job? Is training adequate?
At the systems level, we might question whether the unit is receiving adequate funding and central agency
support. How can we work with key legislators as we attempt to implement organizational improvements? We
also might consider the problem to be the manifestation of a larger societal issue—perhaps a generally hostile
attitude toward government workers that leads to inadequate funding or, alternatively, a lack of cooperation by
clients as the employees try to gather information that will help in tracking down nonpaying parents. How
then can we improve public relations and our interactions with other groups so that we can demonstrate that
an important service is being provided to the public?
Each of these perspectives provides important insights and tools for public and nonprofit administrators as
they work to manage their organizations in the public interest. The field of organizational behavior speaks to
most of these issues, at least as far as the human dimension is concerned. As will be explored more fully in the
sections that follow, organizational behavior is the study of individual and group behavior in organizational
settings. Accordingly, the field provides critically important and highly useful perspectives on motivation,
leadership, groups, power and politics, culture, and other matters that directly concern individual and group
behavior. It also speaks to organizational issues and community issues, but it does so through the lens of
individual and group behavior. For example, it is concerned with the following:
Motivating employees
25
Another random document with
no related content on Scribd:
Aujourd’hui, elle pêche. Elle pêche des thons, des sardines, des
loups, des langoustes, tous les poissons si jolis de cette mer bleue,
et nourrit à elle seule une partie de la côte.
En mettant le pied sur le quai, après avoir fait ma toilette,
j’entendis sonner midi, et j’aperçus deux vieux commis, clercs de
notaire ou d’avoué, qui s’en allaient au repas, pareils à deux vieilles
bêtes de travail un instant débridées pour qu’elles mangent l’avoine
au fond d’un sac de toile.
O liberté! liberté! seul bonheur, seul espoir et seul rêve! De tous
les misérables, de toutes les classes d’individus, de tous les ordres
de travailleurs, de tous les hommes qui livrent quotidiennement le
dur combat pour vivre, ceux-là sont le plus à plaindre, sont les plus
déshérités de faveurs.
On ne le croit pas. On ne le sait point. Ils sont impuissants à se
plaindre; ils ne peuvent pas se révolter; ils restent liés, bâillonnés
dans leur misère, leur misère honteuse de plumitifs!
Ils ont fait des études, ils savent le droit; ils sont peut-être
bacheliers.
Comme je l’aime, cette dédicace de Jules Vallès: