Organisational Behaviour

Paper details:

“In our call centre. staff are rewarded when behaviour delivers results in line with business requirements. Each month. staff performance is reviewed against
a number of objectives. such as average call length. sales of each product. and attention to detail- This is known as Effective Level Review and agents can
move through levels of effectiveness ranging from 1 to 4 and gain an increase in salary after six months of successful reviews. Moving through effective
levels means that they have performed well and can mean being given other tasks instead of answering the phone- The role can become mundane and
repetitive so the opportunity to do other tasks is seen as a reward for good performance. Thus it reinforces acceptable behaviour.

Conversely. staff who display behaviour that is not desirable cannot move through these levels. and repeated failure to do so can lead to disciplinary action.
This can be seen as punishment- People can become resentful at having their performance graded every month. particularly in those areas where it is their
line manager’s perception of whether or not they have achieved the desire results.”

From:

Boddy. D (2010) Management: an Introduction (5th ed-) Harlow. Essex: Financial Times Prentice Hall

In 2000 words. address the following question:

Identify and critically assess the learning strategy illustrated in this short case study in comparison to other theories of learning discussed in this course.
You must use accepted academic referencing practices to support your analysis-

Harvard style Referencing

Notes: Essay should:

Have at least eight (8) academic references using the appropriate referencing style (refer to your Study Skills Guide)

Be clearly structured

Be well-presented. Proof-read it carefully

to avoid grammatical and spelling errors.

Be your own work. appropriately referencing the work of others- You should keep a PDF copy of all of the journal articles that you use as you may be asked