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  1. 1. Motivation Motivation is next to directing / leading. Managers can motivate their subordinates while guiding them. Motivating means encouraging people to take more initiative and interest in the work assigned. It is an art of getting things done willingly from others. Motivation avoids clashes and non-cooperation and brings harmony, unity and co-operative outlook among employees. Managers have to work as motivators of their subordinates. For this, effective communication, proper appreciation of work done and positive encouragement are necessary and useful. Motivation is inspiring and encouraging people to work more and contribute for achieving the objectives of the company The creation of the desire and willingness to perform the job efficiently is known as motivation. Definition of Motivation 1.According to W. G. Scot, "Motivation means a process of stimulating people to action to accomplish the desired goals." 2. According to Michael J. Jucius, "Motivation is the act of stimulating someone or oneself to get a desired course of action, to push the right button to get a desired results." Features of Motivation 1.Psychological Process : Motivation is a psychological process useful for encouraging employees to take more interest in the work assigned. It relates to human relations. 2. Initiative by Manager : The initiative for motivation is by the manager by offering guidance and also by other methods like appreciation of good work or offering incentives. Management has to adopt special measures for motivating employees. They include monetary as well as non-monetary.3. Continuous activity : It is a continuous and circular process. Subordinates need motivation in a continuous manner as their needs and expectations change from time to time. A manager has to study the needs of workers and use the technique of motivation accordingly. The process of motivation must be made a regular and continuous one.4. Goal-oriented and action-oriented : Motivation diverts human behavior towards certain goals. Attainment of organizational and individual goals depends on the motivational plans.5. Broad concept : Motivation covers needs, human relations and satisfaction of employees. For employee motivation, monetary and other incentives need to be offered. Job satisfaction is one such need and is useful for their motivation.6. Essence of management process : Motivation is an essential function of a manager. He has to motivate his subordinates for achieving organizational objectives. Motivated labour force is an asset of a business unit. Motivated employees bring prosperity to a business unit.7. Beneficial to employees and management : Motivation offers benefits to employees and Organisation. It avoids crashes and encourages cooperative outlook among employees. Motivation leads to cordial labour-management relations. It provides more profit to management and better welfare to employees.8. Varied measures available for motivation : For motivation, various monetary and non monetary incentives can be offered to employees by the management. Attractive wages, welfare facilities, job satisfaction, appreciation of good work, encouragement to self-development, job security and fair treatment are some measures of motivating employees.9. Motivation is different from satisfaction : Motivation implies a drive towards a result while satisfaction involves result already experienced and achieved. When desire is satisfied, employee is motivated.10. Related to a person in totality : An employee is motivated in totality and not in part. Employees basic needs are interrelated. Management must fulfill all the needs through monetary and non-monetary incentives. Importance of Motivation Motivation occupies an important place and position in the whole management process. This technique can be used fruitfully for encouraging workers to make positive contribution for achieving organizational objectives. Motivation is necessary as human nature needs some sort of inducement, encouragement or incentive in order to get better performance. Motivation of employee’s offers may benefits to the Organisation and also to the employees. This suggests the importance of motivating employees. Motivation acts as a technique for improving the performance of employees working at different levels. Motivation of employees is one function which every manager has to perform along with other managerial functions. A manager has to function as a friend and motivator of his subordinates. Motivation is useful in all aspects of life and even our family life. The same is the case with business. This dearly suggests that motivation is extremely important. It is an integral part of management process itself. Advantages of Motivation (A) Advantages of Motivation to Management / Organization
  2. 2. 1. Increase in the efficiency and productivity of employees. Motivation ensures a high level performance of employees.2. Better co-operation from employees and cordial labour-management relations.3. Reduction in the rate of labour absenteeism and turnover.4. Reduction in the wastages and industrial accidents.5. Improvement in the morale of employees.6. Quick achievement of business/corporate objectives and favorable corporate image. (B) Advantages of Motivation to Employees / Workers1. Employees get various monetary and non-monetary facilities/benefits which provide better life and welfare to them.2. Security of employment and other benefits due to cordial relations with the management.3. Job attraction and job satisfaction.4. Higher status and opportunities of participation in management.5. Positive approach and outlook of employees towards company, management and superiors.6. Reduction in the rate of labour turnover which is harmful to employees and management.7. Better scope for improvement in knowledge and skills of employees. Motivational Factors / Incentives (A) Monetary or Financial Incentives Monetary incentives are offered in terms of money. Such incentives provide more cash or purchasing power to employees. Monetary incentives are extremely attractive to employees (particularly those working at lower levels) as they get the benefit quickly and in concrete terms. At the higher levels of management, non-monetary incentives are more important than monetary incentives. Workers prefer monetary incentives as compared to non-monetary incentives. Managements also offer liberal monetary incentives to all categories of workers. Monetary incentives may be further classified as following :- 1. Individual Monetary Incentives : The benefit of individual monetary incentive is available to concerned worker only. For example, F. W. Taylor suggested differential piece rate system which offers different wage rates to different workers as per their production efficiency. Different incentive wage plans are the examples of individual monetary incentives as the benefit is offered individually to every worker. Here, a worker is paid as per his efficiency, productivity or as per the production given by him. Efficient/sincere workers give more production and get higher reward in terms of wage payment.2. Group Monetary Incentives : In the group monetary incentives, the monetary benefit is not given individually but to a group of workers or to all workers in the Organisation. Workers have to work jointly/collectively as a team in order to secure the benefits of group monetary incentives. Bonus payment, pension, P.F, production/productivity bonus, profit sharing, etc. are the examples of group monetary incentives. For the employer/management, group incentives are more important as they offer many benefits to the management. (B) Non-monetary Incentives for Employee Motivation1. Job security and job enrichment : Job security is useful for the motivation of employees. Such security keeps the employee away from the tension of becoming unemployed. Job enrichment provides an opportunity for greater recognition and advancement. Job enrichment refers to redesign of jobs.2. Fair treatment to employees : Employer should give attention to the needs, difficulties and grievances of employees. Small work groups and effective communication are useful for solving the problems of workers. Employees must be given decent treatment. They will be co-operative only when they are treated with sympathy and love, affection and dignity. Employees should also be given help in personal matters.3. Recognition of good work : Recognition of good work at an appropriate time gives encouragement to employees to show better performance in future. As an appreciation of good work, prizes, rewards, promotions, etc. should be given.4. Encouragement to self-development and career development:Employees should be given varied training facilities. Training facilitates self- development and also provides opportunities for career development. Every employee has a desire to grow, develop and rise higher. This desire should be exploited fully for motivating employees. For this, training as well as management development programmes should be introduced.
  3. 3. 5. Delegation of authority : Due to delegation of authority, a subordinate employee feels that superior has faith in him and also in his ability to use authority in a proper manner. Employees get mental satisfaction when authority is given to them. They take interest and initiative in the work and try to prove that they are competent to work at the higher levels. Thus, delegation of authority becomes a motivating factor.6. Congenial working conditions : It is a non financial incentive for motivation. Employees should be given various facilities and conveniences at the work place. The work environment should be pleasant and safe. This creates desire to work efficiently.7. Helpful attitude of management : The helpful attitude of management towards its employees creates a sense of affinity for the Organisation. Fair treatment to workers creates better understanding among workers. Cordial industrial relations also motivate employees. Thus, enlightened and pro- employee attitude of management acts as a motivating factor.8. Fair opportunity of promotion : Fair opportunity of promotion to all eligible workers is one more method useful for motivating employees. They take interest in the work as they feet that they will be rewarded in the form of promotions. Training facility should be provided to employees in order to make them eligible for promotion.9. Labour participation in management : Labour participation in management is useful for the motivation of employees. Workers get higher status and better scope for expressing their views through such participation. Even the formation of quality circles or joint management councils is useful for motivating employees.10. Designation and status : When an employee is provided with a better designation, it adds to his status. Employees are proud to reveal their attractive and high-sounding designations. Theories of Motivation Main theories of motivation are :- 1. Maslow’s Hierarchy of Needs Theory It was in 1943 a Psychologist Mr. Abraham Harold Maslow suggested hisTheory of Human Motivation. His theory is one popular and extensively cited theory of motivation. Maslows theory is based on the Hierarchy of Human Needs. According to Maslow, human behavior is related to his needs. It is adjusted as per the nature of needs to be satisfied. In hierarchy of needs theory, Maslow identified five types / sets of human need arranged in a hierarchy of their importance and priority. He concluded that when one set of needs is satisfied, it ceases to be a motivating factor. Thereafter, the next set of needs in the hierarchy order takes its place. These needs in hierarchy can be compared to a pyramid. At the lowest level, there will be first set of needs which can be described as basic needs and are universal in character. This will be followed by other sets of needs. Assumptions in Hierarchy of Needs Theory Maslows Assumptions in Hierarchy of Needs Theory are :- 1. Man is a wanting being, i.e. his wants are growing continuously even when some wants are satisfied. Human needs are of varied and diversified nature. They can be arranged in a hierarchy of importance progressing from a lower to a higher order of needs. 2. Needs have a definite hierarchy of importance. As soon as needs on a lower level are fulfilled, those on the next level will emerge and demand satisfaction. This suggests that bread (food) is essential and is a primary need of every individual. According to Maslow, "Man lives by bread alone when there is no bread." However, he feels the other needs when his physiological needs are fulfilled. In brief, bread is important but man does not live by bread alone. There are other needs (security / safety, social, esteem and self actualisation which influence behavior of people (employees) to work. This is the basic feature of Maslows need hierarchy. Attention to all human needs is essential for motivation of employees. Attention to the provision of bread alone is not adequate for motivating employees. Bread can act as motivating factor when there is no bread but when it is available, its use as motivator comes to an end. Here, other motivators (e.g. security of job, social status, etc.) will have to be introduced for motivating employees. Attention to other needs such as security needs, social needs, esteem needs and self actualisation needs is equally important and essential for the motivation of different categories of employees. Maslow, in his theory, has referred to different needs and suggested that attention needs to be given to all such needs as attention to physiological needs alone is not adequate for motivating employees. According to Maslow, "Man does not live by bread alone". This conclusion of Maslow is a practical reality and needs to be given adequate attention while motivating employees.3. A satisfied need does not act as a motivator.4. As one need is satisfied, another replaces it. Maslows Pyramid of Human Needs
  4. 4. Maslows Pyramid of Human Needs is shown in the following diagram. The Maslows Pyramid of Human Needs is explained below :- 1. Physiological Needs : Physiological needs are the basic needs for sustaining human life. These needs include food, shelter, clothing, rest, air, water, sleep and sexual satisfaction. These basic human needs (also called biological needs) lie at the lowest level in the hierarchy of needs as they have priority over all other needs. These needs cannot be postponed for long. Unless and until these basic physiological needs are satisfied to the required extent, other needs do not motivate an employee. A hungry person, for example, is just not in a position to think of anything else except his hunger or food. According to Maslow, man lives by bread alone, when there is no bread. The management attempts to meet such physiological needs through fair wages.2. Security / Safety Needs : These are the needs connected with the psychological fear of loss of job, property, natural calamities or hazards, etc. An employee wants protection from such types of fear. He prefers adequate safety or security in this regard i.e. protection from physical danger, security of job, pension for old age, insurance cover for life, etc. The safety needs come after meeting the physiological needs. Such physiological needs lose their motivational potential when they are satisfied. As a result, safety needs replace them. They begin to manifest themselves and dominate human behavior. Safety needs act as motivational forces only if they are unsatisfied.3. Social Needs : An employee is a human being is rightly treated as a social animal. He desires to stay in group. He feels that he should belong to one or the other group and the member of the group should accept him with love and affection. Every person desires to be affiliated to such groups. This is treated as basic social need of an individual. He also feels that he should be loved by the other members. He needs friends and interaction with his friends and superiors of the group such as fellow employees or superiors. Social needs occupy third position in the hierarchy of needs.4. Esteem Needs : This category of needs include the need to be respected by others, need to be appreciated by others, need to have power and finally prestigious position. Once the previous needs are satisfied, a person feels to be held in esteem both by himself and also by others. Thus, esteem needs are two fold in nature. Self esteem needs include those for self confidence, self-respect, competence, etc. The second groups of esteem needs are those related to ones status, reputation, recognition and appreciation by others. This is a type of personal ego which needs to be satisfied. The Organisation can satisfy this need (ego) by giving recognition to the good work of employees. Esteem needs do not assume the motivational properties unless the previous needs are satisfied.5. Self-actualisation Needs : This is the highest among the needs in the hierarchy of needs advocated by Maslow. Self actualisation is the desire to become what one is capable of becoming. It is a growth need. A worker must work efficiently if he is to be ultimately happy. Here, a person feels that he should accomplish something in his fife. He want to utilise his potentials to the maximum extent and desires to become what one is capable of becoming. A person desires to have challenges and achieves something special in his life or in the area of his specialization. Though every one is capable of self-actualization, many do not reach this stage. This need is fully satisfied rarely. Limitations of Hierarchy of Needs Theory Maslows theory of motivation (Hierarchy of Needs Theory) is very popular all over the world and provides guidelines to managers / managements for motivating employees. However, Maslows theory has many limitations. Limitations of Maslows Hierarchy of Needs Theory are noted below :-1. Maslows theory is over simplified and is based on human needs only. There is lack of direct cause and effect relationship between need and behavior.2. The theory has to refer to other motivating factors like expectations, experience and perception.3. Needs of all employees are not uniform. Many are satisfied only with physiological needs and security of employment.4. The pattern of hierarchy of needs as suggested by Maslow may not be applicable uniformly to all categories of employees.5. Maslows assumption of need hierarchy does not hold good in the present age as each person has plenty of needs to be satisfied, which may not necessarily follow Maslows need hierarchy.6. Maslows theory is widely accepted but there is little empirical evidence to support it. It is largely tentative and untested. Maslows writings are more philosophical than scientific. Importance of Hierarchy of Needs Theory Although Maslows Hierarchy of Needs Theory has been criticised on above grounds, still it holds many advantages or merits. It helps the managers to understand the behaviour of their employees. It also helps the managers to provide the right financial and non-financial motivation to their employees. This overall helps to increase the efficiency, productivity and profitability of the organisation.
  5. 5. 1. Frederick Herzberg Theory of Human Motivation Frederick Herzbergs theory of motivation is also called Two Factor Theory, Dual Factor Theory and Hygiene / Maintenance Theory of Motivation. This theory is based on the information collected by him and his associates (in the USA in 1959) by interviewing two hundred engineers and accountants. The information collected relates to the attitude of people towards work. This attitude towards work depends on two sets of factors namely hygiene or maintenance factors and the motivating factors. 2. Hygiene Factors of Two Factor Theory According to Frederick Herzberg, the Hygiene Factors do little contribution to provide job satisfaction. He called them "dissatisfiers as their absence cause dissatisfaction but their presence is not motivating but only prevent dissatisfaction. The hygiene factors meet mans needs to avoid unpleasantness but do not motivate them to take more interest in the work. Hygiene factors (when provided) create a favorable environment for motivation and prevents job dissatisfaction. They are not an intrinsic part of a job, but they are related to the conditions under which a job is performed. When employer is unable to provide enough of these factors to his employees, there will be job dissatisfaction. However, if they are provided, they will not necessarily act as motivators. They will just lead employees to experience no job dissatisfaction. Such hygiene factors are as noted below. Hygiene / Maintenance Factors are :-1. Companys Policies and Administration,2. Supervision,3. Working Conditions,4. Interpersonal Relations with superiors and other subordinates,5. Salary,6. Job Security,7. Status,8. Personal Life, and9. Employee Benefits. 3. Motivating Factors of Two Factor Theory Motivating Factors act as forces of job satisfaction. They create positive and a longer lasting effect on employee’s performance and are related to work itself. Adequate provision of such factors called are Satisfiers. They make people happy with their jobs because they serve mans basic needs for psychological growth. In addition, they also motivate employees in their work. Such factors are five and are called motivators by Herzberg. The motivating factors are: Motivating Factors are :-1. Achievement,2. Recognition for Accomplishment,3. Increased Responsibility,4. Opportunity for Growth and Development, and5. Creative and Challenging Work. Motivating factors motivate subordinates to take more interest in the work. They raise efficiency and productivity of employees. According to Frederick Herzberg, motivating factors are essential in order to provide job satisfaction and in order to maintain a high level of job performance. Employees will not have job satisfaction if the motivating factors are not provided in sufficient quality by the employer. According to Frederick Herzberg, these two sets of factors are quite independent of each other. It may be noted that hygiene factors, when satisfied, tend to eliminate dissatisfaction but do not motivate an individual employee for better performance. The motivating factors will permit an individual to grow and develop in a natural way. In brief, hygiene factors affect an individuals willingness to work while motivating factors affect his ability and efficiency to work. This theory can be compared to Maslows theory of human needs as both the theories refer to needs and their role in motivation. In addition, the assumptions in both the theories are identical.
  6. 6. Frederick Herzbergs theory has many limitations. They are related to research methodology used, empirical validity and assumptions in the theory. His theory is criticized on many grounds. Many have found the theory to be an oversimplification. Despite such criticism, Herzbergs two factor theory has made a significant contribution towards improving managers basic understanding of human behaviour. His theory is simple to grasp, based on some empirical data and guides managers to improve employee motivation. Herzberg provided stimulus to other researchers to develop alternative theories of motivation. 4. Compare Maslow and Herzberg Theory Distinction between Maslow and Herzbergs Theory of Motivation. 1. Douglas McGregors Theory X Theory Y. 1. Douglas McGregors - Theory of Motivation The eminent psychologist Douglas McGregor has given his theory of motivation called Theory X and Theory Y. He first presented his theory in a classic article titled The Human Side of Enterprise. He treated traditional approach to management as Theory X and the professional approach to management as Theory Y. His theory refers to two sets of employees based on the perception of human nature. Here, theory X and theory Y are two sets of assumptions about the nature of employees. His theory is based on human behavior. 2. Theory X. Theory X is based on traditional assumptions about people (employees). Here, the conventional approach of management is used as a base. It suggests the following features of an average human being/employee (assumptions about human nature): 2.1 Assumptions of Theory X.1. The average human being is inherently lazy by nature and desires to work as little as possible. He dislikes the work and will like to avoid it, if he can.2. He avoids accepting responsibility and prefers to be led or directed by some other.3. He is self-centered and indifferent to organizational needs.4. He has little ambition, dislikes responsibility, prefers to be led but wants security.5. He is not very intelligent and lacks creativity in solving organizational problems.6. He by nature resists to change of any type. In the case of such employees, self-motivation is just not possible. They will work only when there is constant supervision on them. A manager has to persuade, punish or reward such workers in order to achieve organizational goals. 3. Theory Y. Theory Y is based on modern or progressive or professional approach. Here, the assumptions about people i.e. employees are quite different. 3.1 Assumptions of Theory Y.1. Work is as natural as play, provided the work environment is favorable. Work may act as a source of satisfaction or punishment. An average man is not really against doing work.2. People can be self-directed and creative at work if they are motivated properly.3. Self-control on the part of people is useful for achieving organizational goal. External control and threats of punishment alone do not bring out efforts towards organizational objectives.
  7. 7. 4. People have capacity to exercise imagination and creativity.5. People are not by nature passive or resistant to organizational needs. They have become so as a result of experience in organisations.6. An average human being learns under proper conditions. He is also willing to accept responsibility.7. The intellectual capacity of an average human being is utilised partially under the conditions of modern industrial life. 4. Final Glance On Theory X and Theory Y. Such types of people (employees) are self-motivated and McGregor recommends that they be motivated by encouraging participation so as to get team work. Theory Y assumes that people are not by nature, lazy and unreliable. They can be self-directed and creative at work, if properly motivated. It is for the management to unleash this potential in individuals (employees). Theory Y emphasizes creating opportunities, removing obstacles, providing guidance and encouraging growth. By using these tools, the management can integrate individual goals of employees with those of the Organisation. The assumptions in Theory X and Theory Y are fundamentally distinct. Theory X is static, rigid, conservative and pessimistic. Theory Y is optimistic, dynamic, flexible and progressive. It suggests self direction and the integration of individual needs with organizational needs. On the other hand, more importance is given to external control imposed by the superior on the subordinate in the Theory X.2. McClellands Achievement Motivation Theory. 3. 1. McClelland’s Manifest Need Theory of Motivation. 4. Some people have an intense desire to achieve while others are not so keen about achievement. David C. McClelland had studied this phenomenon for over twenty years at Harvard University and proposed his Achievement Motivation Theory (Also called Manifest Need Theory). According to him, there are certain needs that are learned and socially acquired as the individual interacts with the environment. McClelland classified such needs into three broad categories. These are (a) Need for power, (b) Need for affiliation, and (c) Need for achievement. 5. (a) Need For Power. 6. This need is indicated by a persons desire to control and influence the behavior of others. A person with desire for power likes to compete with others when the situation is favorable for such domination. Such persons prefer jobs that provide them an opportunity to acquire leadership with power. There are two aspects of power accordingly to McClelland. These are: positive and negative. Positive use of a power is necessary when a manager desires to achieve results through the efforts of others. The negative use of power is possible when a person uses power for personal aggrandizement. Such use of power may prove to be harmful to the Organisation. 7. (b) Need For Affiliation. 8. Here, the person has a need/desire for affection and wants to establish friendly relationships. A person with high need for affiliation seeks to establish and maintain friendships and dose emotional relationships with others. He wants to be liked by others and develops a sense of belonging by joining informal groups in the Organisation. Such persons (managers) prefer tasks that require frequent interaction with subordinates/co-workers. 9. (c) Need For Achievement. 10. Here, the person desires to succeed in competitive situations. He desires to prove his superiority over others. Such person sets reasonably difficult but potentially achievable goals for himself. He accepts moderate degree of risk. He is more concerned with personal achievement than with the rewards of success. Moreover, he feels that he can achieve the goal with his efforts and abilities. He also desires to have concrete feedback (social or attitudinal) on his performance. Such person has high level of energy and capacity to work hard. He naturally prefers jobs which tax his abilities and skills fully. This again is for achieving the objectives set. According to McClelland, the need for achievement is the most important need which can be used effectively for the economic progress of a nation. 11. Persons with achievement needs tend to be motivated by difficult, challenging and competitive work situations and not by routine and non- competitive situations. They habitually spend their time thinking about doing things better. They are not motivated by money but in their future achievements. Suchemployees are better achievers and naturally get promotions faster. AnOrganisation also grows faster and move towards prosperity with the support of such achievement seekers employees. 12. 2. Importance of Achievement Motivation Thoery. 13. McClellands theory is important as he argues that the achievement motive can be taught. It can be achieved by learning. A manager can raise achievement need level of his subordinates by creating a healthy work atmosphere, provision of reasonable freedom to subordinates, provision of more responsibilities and by making tasks more interesting and challenging. Even reward and appreciation of high performance of subordinates is useful for raising their achievement need level. This is how motivation of employees is possible by developing the desire for higher achievement in their mind. Such achievement motivation is necessary and useful for the success of anenterprise.
  8. 8. 14. McClellands theory of motivation is quite extensive. He developed achievement motive for motivation. His assertion that achievement motive can be developed among the employees is important. This is possible through well-conceived and deliberate learning process. This he (McClelland) proved in an experiment carried out in a large U.S. Corporation. 15. According to McClelland, every person has an achievement motive to some extent. However, some are constantly more achievement- oriented than others. Most people will put more efforts into their work if they are challenged to do better. However, the achievement- motivated person is likely to outstrip all others in his zeal to improve performance when he is challenged. He makes more efforts and accomplishes more. This background can be used for motivation of employees. In fact, McClellands achievement motivation theory is based on this experience which he gained while working with Harvard University. 16. Achievement motivation is very essential for the success of an entrepreneuror enterprise. Every employee should have some objective which he desires to achieve. Such desire for achievement acts as a motivating factor. According to McClelland, the need for achievement is the most important need. It can be used as motivating factor for economic progress of a nation and even for the success of an enterprise or entrepreneur. An entrepreneur or a manager has to put forward some objective before every employee and encourage the employee to achieve the same. To create the desire for achievement of objective is a way to motivate employee. In this way, achievement motivation is useful for the success of an enterprise/entrepreneur. Hawthorne Studies in Motivation The most famous of all human relations movement and research wereHawthorne Experiments. So named because they were carried on in Hawthorne plant of western Electric Company of Chicago in USA. Dr. Elton Mayo led a team from Harward University which cooperated with western electric co. in the period 1927-1936 to carry out Hawthorne Experiments. They identified following details.1. Recognized the importance of employee attitudes such as understanding voluntary co-operations and willing dedication in accomplishment of organizational goals.2. Found that employee performance is very much influenced by his attitude towards his job, associates and management.3. Proved that organizational firm can gain only when its employees are satisfied contented in their jobs.4. Pointed out that any change to be should be made should be explained and its meaning should be clear to employees. The fact that change is logical is not enough because employees may not appreciate the logic.5. Explored much of information on group behavior.6. Thus have provided the basis for much of what we know about getting along with all, problem employees in particular.