The chief of police in a large city government describes the problem of getting his officers to do paperwork. The officers enjoy working with the public and apprehending criminals, not sitting at a desk. The paperwork is boring, but can make the difference in convictions. The Chief has no financial rewards (budget crunch) and promotions are determined by seniority, not the quality of paperwork. Officers were trained to perform street work, not fill out forms. Arrests, not paperwork, get noticed. Conviction success is due to too many factors to be a performance criterion. Use the MARS model of individual behavior and performance to diagnose the possible causes of the unacceptable behavior. Has the captain considered all possible solutions to the problems? If not, what else might he do?

Motivation. There are several facts that suggest that the poor paperwork is due to lack of motivation. First, officers come into this profession because they want to work with the public and catch criminals, not sit in an office filling out reports. Thus, the paperwork task does not fulfill their needs for personal growth. Second, social rewards (praise, recognition) result from the outside activities, not paperwork. Third, financial rewards do not encourage people to do paperwork. Promotions are based on seniority, so they motivate officers to stay with the force, not to complete paperwork. Competitions did not work, either.

Ability. It isn’t certain that officers are able to complete the paperwork task well enough. They don’t seem to receive any training in this area.

Role Perceptions. The captain seems to have emphasized the importance of paperwork to the officers, and they probably have learned that some cases have been lost due to poor reports. Thus, it is reasonable to conclude that many officers know that the quality of reports is an important part of their job. At the same time, it may be possible that the captain has not emphasized the importance of report writing to the officers. Moreover, there is no evidence that rookies have clear role perceptions about this task when they first enter the department.

Situational Factors. There is no information about factors beyond the officers’ control that might hinder or facilitate their job performance in report writing. It may be possible that more time and other resources are needed to complete the reports better, but this information is not given in the case.

The captain has looked a variety of incentives to motivate officers to complete the paperwork, but other strategies might be considered. For example, the Crown counsel might meet occasionally with officers to describe examples where good or bad paperwork influenced the success of their cases. The captain might try to publicly recognize officers who have contributed to a successful case mainly due to their thorough reports.

The police chief might also consider the possibility that some officers lack the competencies to perform the report writing task. A needs assessment might determine who should receive formal training in report writing. A “train the trainer” approach might be considered where officers who are most effective at report writing receive special training to teach other officers. This might add further social esteem to performance in report writing.

Comments

Post a Comment

Popular posts from this blog

Two college graduates recently joined the same major newspaper as journalists. Both work long hours and have tight deadlines for completing their stories. They are under constant pressure to scout out new leads and be the first to report new controversies. One journalist is increasingly fatigued and despondent and has taken several days of sick leave. The other is getting the work done and seems to enjoy the challenges. Use your knowledge of stress to explain why these two journalists are reacting differently to their jobs.

This incident describes two journalists with similar stressors experiencing different levels of stress and stress consequences. This illustrates the distinction between stressors and stress. It may also highlight the importance of individual differences in stress. One possible reason why these two journalists are experiencing different stress levels is that they might perceive the situation differently. The low stress journalist might have higher self-esteem and confidence that he/she can complete the work. A second explanation might be that the journalists have different threshold levels of resistance to a stressor . Both are recent graduates and we don’t know if they are a similar age. However, the high stress journalist might have less resistance because he/she has recently experienced other stressors , such as death of a family member. Finally, the different stress levels might be explained by the different strategies used to manage the stress. The ...
Read more

After hearing a seminar on organizational learning, a mining company executive argues that this perspective ignores the fact that mining companies could not rely on knowledge alone to stay in business. They also need physical capital (such as digging and ore processing equipment) and land (where the minerals are located). In fact, these two may be more important than what employees carry around in their heads. Evaluate the mining executive’s comments.

This question relates to the importance of organizational learning perspective in achieving organizational effectiveness. Meanwhile, the question emphasizes the critical understanding that organizational effectiveness is a function of an overall holistic system view of the effective and efficient interplay of all three elements of software (the knowledge and processes), hardware (the structures and the people) and the harmonious relationship between the organization and its environment. Focusing on any one component at the expense of the rest would definitely result in incomplete picture of an effective organization. Some executives still view land and capital as a company’s most valuable assets . They give lip service to the idea that “People are our most value assets” but still don’t understand that land and capital have little value without people . For instance, this mining company would not have found land with ore deposits unless it had the knowledge to find those minera...
Read more

During a diversity management session, a manager suggests that stereotypes are a necessary part of working with others. “I have to make assumptions about what’s in the other person’s head, and stereotypes help me do that,” she explains. “It’s better to rely on stereotypes than to enter a working relationship with someone from another culture without any idea of what they believe in!” Discuss the merits of and problems with the manager’s statement.

This question raises the fundamental dilemma that stereotyping is both a necessary and a troublesome activity in the perceptual process. On the one hand, the manager is correct that stereotyping helps us to fill in missing information, such as the non-observable characteristics of a person that only become apparent after a long time. Also, stereotyping helps us to organize information more efficiently by placing people into predetermined categories. Although most stereotypes have some truth to them, there is also plenty of error and distortion which could lead to employment discrimination. It is unlikely that someone perfectly fits the stereotype category, so we tend to assign traits that are untrue. Stereotyping makes it difficult for people to alter their beliefs about a person regarding traits that conflict with the stereotype.
Read more