1. Define decision making. Explain the steps 2. Define the dynamics of informal groups. 3.

al groups. 3. Discuss the communication process and the 4a) Define goal setting.

involved in the decision-making process.

Discuss teams in the modern workplace.

barriers to effective communication.

Goal setting is the process of identifying specific,

Decision making is the process of identifying and Dynamics of Informal Groups
Communication Process
measurable, achievable, relevant, and time-bound

selecting the best alternative to resolve a problem. In The dynamics of informal groups refer to the Communication is the exchange of information, (SMART) objectives that individuals or
organizational behaviour, it ensures effective behavioral patterns, relationships, and interactions ideas, and emotions to ensure mutual understanding organizations aim to accomplish. It provides

decisions that support problem-solving, goal that develop naturally among individuals in an between individuals or groups.
direction, motivates individuals, and serves as a

achievement, and overall performance. It is a critical organization, outside the formal structure. These Steps in the Communication Process benchmark for evaluating performance. In the

managerial function that helps in choosing a course groups are formed based on shared interests, Sender – Initiates the message workplace, goal setting helps employees focus on

of action from multiple options, especially when friendships, or social connections and play a Encoding – Converts the idea into words or priorities, improve productivity, and align their

facing complex or uncertain situations.

significant role in influencing attitudes and work symbols efforts with organizational objectives .

The decision-making process involves a series of behavior.

Message – The content being communicated
structured steps Key Points Channel – Medium through which the message
Identifying the Problem – Recognize and Informal groups enhance communication by is sent (e.g., verbal, written) 4b) Discuss the factors affecting the quality of
clearly define the issue that requires a decision creating unofficial channels Receiver – The person who gets the message work life.

Gathering Information – Collect relevant data They provide emotional support, reduce stress, Decoding – Interpretation of the message by the
and insights to understand the problem and increase job satisfaction receiver Factors Affecting the Quality of Work Life
thoroughly Members influence each other’s attitudes, often Feedback – The receiver's response to the (QWL)

Identifying Alternatives – Develop a list of shaping the workplace culture message Quality of Work Life refers to the level of
possible solutions or courses of action They can resist organizational change if it Noise – Any disturbance that affects the message satisfaction, motivation, and well-being an employee

Evaluating Alternatives – Analyze the threatens group norms flow.

experiences in their workplace. It is influenced by

advantages and disadvantages of each option Informal leaders often emerge and hold several factors that shape the overall work

using logic and reasoning considerable influence over others.

environment and employee performance.

Choosing the Best Alternative – Select the most Teams in the Modern Workplace
Key Factors
effective and feasible solution In the modern workplace, teams are essential for Work Environment: Safe, clean, and
Implementing the Decision – Execute the innovation, adaptability, and efficiency. Unlike comfortable working conditions enhance QWL
chosen alternative with proper planning and traditional hierarchical setups, modern teams are Job Security: Stable employment and clear
allocation of resources often cross-functional, self-managed, and career paths reduce stress and promote

Reviewing the Decision – Evaluate the outcome technology-driven.

satisfaction

to ensure the problem is resolved; make Key Features Work-Life Balance: Flexible hours and
adjustments if necessary.
Built on trust, collaboration, and shared goals Barriers to Effective Communication
supportive policies allow employees to manage

This systematic process improves decision quality Rely on digital tools for remote and hybrid Barriers can distort or block communication, leading personal and professional responsibilities

and reduces errors, helping organizations operate coordination to misunderstandings.

Compensation and Benefits: Fair pay,
more efficiently. Encourage diverse perspectives for better Common Barriers incentives, and health benefits boost morale

decision-making Physical Barriers: Noise, distance, or poor Career Development: Opportunities for
Emphasize accountability and collective technology learning, training, and promotion improve

performance.
Psychological Barriers: Stress, emotions, or engagement
5. Define the concept of conflict management and
Modern teams contribute to an agile and lack of trust Participation in Decision Making: Involving
explain the types of conflict.

resilient organizational environment, capable of Semantic Barriers: Misinterpretation of words employees increases their sense of value and

responding effectively to rapid changes. or jargon ownership

Conflict Management

Organizational Barriers: Hierarchical issues, Interpersonal Relations: Positive interactions

Conflict management is the process of identifying
improper channels with colleagues and supervisors create a
and handling disputes in a rational, balanced, and
Cultural Barriers: Differences in background, supportive culture.

effective manner. It involves strategies to reduce the 6. Explain in detail three leadership theories with language, or beliefs. Improving these factors leads to better employee
negative aspects of conflict while enhancing its illustrations.

retention, motivation, and organizational success.

positive outcomes. In organizations, managing

conflict is essential to maintain a healthy work Leadership Theories

environment, promote collaboration, and ensure Leadership theories help in understanding how 7a) What is Herzberg’s two-factor theory?

productivity.
leaders influence followers. Three important
Types of Conflic leadership theories are Herzberg’s Two-Factor Theory

Intrapersonal Conflict:
 Herzberg’s Two-Factor Theory, also known as the

This occurs within an individual, often due to Leadership Theories Motivation-Hygiene Theory, explains what causes

internal struggles or incompatible goals, values, job satisfaction and dissatisfaction. According to this

or roles. For example, an employee may be theory, there are two categories of factors

unsure about how to meet both personal values Motivators (Satisfiers): These are intrinsic
Trait Theory Behavioral
Situational

and organizational expectations factors that lead to job satisfaction. They include
Theory Theory
Interpersonal Conflict:
 achievement, recognition, responsibility,

This arises between individuals due to Trait Theory: This theory suggests that leaders advancement, and the nature of the work itself.

personality differences, communication gaps, or are born with specific traits like confidence, When present, these factors motivate employees
competition. It is common among co-workers or intelligence, and charisma. For example, to perform better

between subordinates and supervisors Mahatma Gandhi demonstrated leadership Hygiene Factors (Dissatisfiers): These are

Intragroup Conflict:
 through traits like determination and integrity, extrinsic and related to the work environment

This occurs within a team or group and may which inspired millions such as salary, company policies, job security,

result from role ambiguity, lack of coordination, Behavioral Theory: This focuses on what working conditions, and interpersonal relations.

or differing opinions on how tasks should be leaders do rather than who they are. It classifies Their absence causes dissatisfaction, but their

performed leadership as task-oriented or people-oriented. presence alone does not lead to high motivation.

Intergroup Conflict:
 For instance, a manager who regularly conducts For example, a software developer may feel satisfied

This takes place between different teams, team meetings to check progress and when given challenging tasks (motivator) but may
departments, or divisions due to resource sharing, simultaneously supports team well-being reflects feel demotivated if the workplace lacks proper tools

goals misalignment, or organizational politics.

both styles or support (hygiene factor).

Effective conflict management fosters better Situational Leadership Theory: Proposed by

decision-making, innovation, and stronger Hersey and Blanchard, it states that no single
relationships in the workplace. leadership style is best. Instead, effective
7b) Explain the conceptual framework of
leadership depends on the situation and the
transactional analysis and its significance.

maturity level of followers. For example, in a

crisis, an autocratic style may be more effective,

T ransactional Analysis and Its Significance

whereas in a creative project, a democratic style

Transactional Analysis (TA), developed by Eric
Berne, is a psychological framework used to
yields better results.

understand interpersonal communication. It is based

These theories highlight that leadership is
on three ego states
dynamic and context-dependent, and organizations

benefit when leaders adapt their styles to the needs of

Parent: Behaviors copied from authority figures
people and situations.
Adult: Logical, data-driven decisions
Child: Emotions, impulses, and creativity.

Transactions occur when people interact from one

ego state to another. Effective communication

happens when complementary transactions occur

(e.g., Adult to Adult).

Significance: TA improves self-awareness,

communication, and conflict resolution. It helps

managers understand employee behavior and fosters

better workplace relationships by reducing

misunderstandings and promoting mature

interactions.