Analysis of Leadership and Organisational Behaviour in Waitrose

This report analyzes the organisational behaviour of Waitrose, a UK-based food retail outlet. It explores the impact of organisational culture, leadership styles, and employee motivation. The report is structured into five units, covering topics such as leadership principles, different leadership levels, team structures (functional, project, and virtual), and the use of a balance scorecard for performance evaluation. The report also examines organisational structure, change management, internal and external factors influencing change, and the application of SWOT and PESTLE analyses. Furthermore, it highlights aspects of culture, power dynamics, conflict resolution, and the significance of human capital and communication within the organisation. The conclusion summarizes the key findings and emphasizes the importance of understanding and managing organisational behaviour for achieving business objectives.

Organisational
Behaviour
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Table of Contents
INTRODUCTION...........................................................................................................................3
UNIT 1............................................................................................................................................3
Leadership and Organizational Behaviour.............................................................................3
UNIT 2...........................................................................................................................................6
Organizational Structure, change and sustainability..............................................................6
UNIT 3...........................................................................................................................................8
Important aspect of culture, power and Conflicts in an organisation...................................8
UNIT 4.........................................................................................................................................11
Motivation and its effect .....................................................................................................11
UNIT 5..........................................................................................................................................13
Human capital and communication ....................................................................................13
CONCLUSION.............................................................................................................................16
REFERENCES..............................................................................................................................17
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INTRODUCTION
Organisational behaviour is the process of examining behaviour of human resources of
the organisation. Workers are the people who help in achieving the organisation's objectives
while aligning their goals with company's vision and aim. Every individual differs from each
other in respect of behaviour, culture, attitude, beliefs etc. For this assignment the selected
company is Waitrose. It is a food retail outlet in UK possessing 352 branches all over the nation.
This project highlights the impact of organisational culture, its behaviour, and various different
leadership styles. As every individual is known as important asset of the business entity. Hence,
it is the responsibility of managers to motivate them in order to improve their performance for
attaining set targets. Organisation Behaviour provides leadership concept to be applied in
company's system. The assignment also throws light on the importance of team formation,
various types of power and reasons of conflicts that may arise in system. Managers of the
organisation play a prominent role in introducing and changing behaviour of people according to
environmental changes. There are number of programmes introduced by leaders in the system
like MBO, ESOP's, employee recognition schemes, employee involvement etc. There are 5
different levels of leadership possessing different behaviours and responsibilities.
UNIT 1
Leadership and Organizational Behaviour
Leaders are one who guides behaviour of employees and motivate them to attain the
final goals and objectives. It is the major function of mangers to act as leaders that can be of
different styles. There are basically 5 levels of leaders that comprises of different attitudes and
function. Organisation Behaviour impacts leadership styles in many ways (Ashby, 2013.). Every
institution has to go for establishing leadership process in some way or the other way.
There are basically six principles of Leadership: Clarifying values: It is the responsibility of leaders to ensure clear goals and rules to the
employees. It provides them with proper vision and path so that they will work
accordingly for accomplishing the same with proper means and confidence.
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 Clarifying direction, vision: Leadership process will go in vain if proper vision and
targets are not specified. Hence it is the work of leaders to clarify path in such a manner
so that they can realize future goals in a proper manner. Clarifying work: People are of different nature and attitude. Sometimes it may be
possible that they can make false interpretations about others. Hence, it is the
responsibility of leaders to assess individual's capabilities and provide direction
accordingly (Barnard, 2012). Supporting followers: Leaders should possess characteristics of supporting behaviour.
There are number of barriers that may arise in organisational structure. Therefore,
conducive working environment should be created for maintaining a healthy working
culture. Being Relentless: It is the function of good leaders to be flexible in their working
process. As today's environment is ever-changing they have to be innovative and
directive in nature. Measuring performance and Celebrating Achievement: It is very important to evaluate
the working performance of employees. So that their actual work can be measured with
the standard set to correct deviations if any. On the other hand it is essential to appraise
good performers to make them motivated.
Different Leadership Levels:
There are 5 levels of leaders which consists of personnel of different
characteristics who possess distinct behaviour in varied situations. Amongst all level 5 leaders
are on the top of hierarchy and have complex powers. Level 1 leadership: It comprises of extremely competent work force that is full of
knowledge of different areas. They have number of skills and talents which help in
contributing into job with the best efforts. Level 2 leadership: It comprises of leaders which make their team to work effectively
and efficiently to attain results. Hence, they work along with the team members and
promotes synergy effect.
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 Level 3 leadership: Efficient managers are included at this level, who directs everyone to
carry out organisational goals and mission in a correct way. Level 4 leadership: It is the collection of all up most leaders. They stimulates every
section or company to achieve the final vision and mission (Firth, 2013 ).
 Level 5 leadership: They are the best out of four leaders discussed above. As they have
qualities of all four levels along with, it they have some unique features like discipline,
passion, confident etc.
TEAM STRUCTURE:
Teams are important components in an organisation. It is outlined as group of persons
working together having same objective and aim. Teams work on the concept of synergy and
togetherness. Teams can be of different types that operates in Waitrose. These are mentioned
below:
 Functional Team: In this structure, various departments of the organisation are
classified like marketing, finance, production, human resource etc. They are combined
according to the specialised activities having key responsibilities and functions. Roles
which are played by individual are discussed below:
Team Leader: It is main responsibility that includes leading and directing team
members in such a manner so that they will achieve right ultimate goals. Team leader is
accountable for carrying out work in proper style and making employees work in proper way.
Record Keeper: They are accountable of maintaining records of operations.
Progress Chaser: They concentrates on their work to achieve it in proper time frame.
Document Controller: Their work is to keep tracks of written document.
Problem Solving: They comprises of people of various sections acquiring different
skills used to solve particular specific issues (Watson, 2017).
 Project Team: In this type of team structure there are various group of people carrying
assorted purposes and aims. It is a temporary team formed which is established for
particular purpose and gets removed after completion of task. The team comprises of:
Forming: It is the first stage, where everyone is not acquainted with the responsibilities
and obligations. Under this, they got familiar with the other members.
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Storming: It states that persons are different from each other, possessing skills of varied
views.
Norming: In this stage, process of fulfilling the final targets. It is an efficacious
procedure for attaining goals.
Performing: Under this, team members are prepared to perform allotted work to take on
project of the group.
 Virtual Team: As the name suggest, virtual persons are emerged as company have to
operate in different locations in various branches. They get attached to each other
through internet or technological system.
Balance Scorecard: It is an instrument which is adopted by business institution to evaluate the
performance level of employees that are working there. It helps to examine the skills and
knowledge that each individual possess in order to find out any areas that need proper attention.
Importance of Balance scorecard:
 It aids in transforming long term goals into short term aims so that it can able to attain
final set targets.
 The balance scorecard provide framework for decision making process.
 It also assists in establishing coordination among various departments that are operating
in single company institution.
UNIT 2
Organizational Structure, change and sustainability
Every organisation works in a proper hierarchy system, under which relationship of
superior subordinates are defined. It specifies unity of command, chain between lower and upper
level of management. Organisational change defines as the process of modifying any policy,
rules, and regulations in response to the changing environment. Structure states that the line of
duty from top to bottom management level. There can be situation when company have to
redesign
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Their structure in accordance with the natural event (ebus, 2012). This events comprises of
internal and external factors. There are number of departments in business entity consisting of
superiors and sub ordinates.
There are three levels of Management: Upper level of Management: It comprises of prominent personnel of the organisation
who makes strategic decisions for all the company. They are CEO, Board of Directors
etc. Middle level Of Management: It consists of head of different departments who forward
suggestions, policies made by higher level of management to their departments. Hence,
they carry out their in accordance to it.
 Lower level of Management: They comprises of line managers who perform their
actions according to the rules and regulations which are formed by higher level. They
are the
 Ones who are directly linked with the workers who actually performs the task.
Organisational Changes
Changes are part and parcel of business life. Leaders or managers of any company have
to bear all these changes in order to face the situation comely. If they fail in do so they may lack
the race of competition in business world. Competition is increasing day by day hence, issues
related to it also sustaining. Changes are very much required to achieve profitability and
accountability. There can be barriers associated to it (Rock, 2014). There are various factors that
are described below:
Internal Factors:
 Management Structure: If there is a need to re phrase the structure, it is done by upper
level of management. There can be various reasons which leads to changes in structure.
 Vision and Mission: Every company works for attaining particular vision and mission
in future. It is typically for particular organisation. Hence, it is regarded as internal
factors.
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 Working Culture: It is very important to have a healthy working environment for
employees. It is the responsibility of management to provide the same. Hence, it is a
internal factor.
External Factors
 Political changes: Every company have to carry out their operations in accordance with
the political conditions of that particular country. Hence, it is termed as external factors
as it is out of control from institution.
 Environmental changes: Business have to work in environment which keeps on
changing with time. These may be related to some policy regarding environmental issue.
 Social Changes: Every entity is a part of society. Hence, it changes happen there it
directly impacts the operation of business.
 Technological Factors: It is a world of technology which keeps on updating from time
to time. Therefore every business have to adopt these changes anyhow. Otherwise they
have to face repercussions in future.
 Legal Changes: There are certain legal rules, procedure which have to be precede by
business in order to achieve the final goals. Legal factors are outside the organisation's
control and have to be adopted compulsorily by them (Argyle, 2013).
These are some elements which have a major impact on organisation working culture. These
changes are examined properly by the managers before coming into any conclusion.
There are various analysis that is done to measure the performance of organisational success:
SWOT ANALYSIS: It is conducted to plan in effectiveness and efficiency manner. It consists of
four dimensions that are:
 strengths: It refers to unique features that particular business institution consist of.
 Weaknesses: It involve those aspects that hinders the performance of organisation.
 Opportunities: It is known as external factor that are present outside the business world.
 Threats: It refers to those aspects that can pose problem in front of business environment.
PESTLE ANALYSIS
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 Political – These factors includes the government policies and factors. An organisation
must understand and follow policies of the government so that they can perform in
competitive business environment.
 Economical – The organisation must make sure that for sustaining and growing in
business environment the organisation must understand they have sound economy to
sustain the risk and uncertainty of the busyness environment as well as the organisation
must understand the economy of the business
 Social – any organisation who are doing business must understand the social defalcator
like culture and ethics so that they can easily perform their business activity.
 Technology- For growing in business environment an organisation must keep pace with
the latest technology so that they can benefit in co0mpetative environmental
 Environment - There are certain environmental factor which must me considered . On
organisation must spoil the nature for their profit
 Legal – The organisation must consider some legal aspects like polities and laws e.g.
Labour law, corporate law so that the business activities can flow very smoothly.

Organisational Sustainability
Organisation sustainability can termed as when any company manages to survive in any
difficult situation while overcoming that barriers. They can achieve sustainability when they
work towards the set goals without comprising anything. There are several strategies under
which organisation have to function in order to sustain in competitive world. There basic aim is
to align company's objectives in such manner that task fulfilled with time. Sustainability is very
much needed as there are number of competitors available in the market. Everyone is fighting
for the same (Bel lisle, 2013).
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There can be drivers in order to execute sustainability for the longer period of time.
These motives can be classified as economical, legal, and ecological. Sustainability helps in
achieving mission and vision of corporates efficiently and effectively.
UNIT 3
Important aspect of culture, power and Conflicts in an organisation
Organisational activities are considered as working environment and culture of an organisation.
People in organisation are responsible for making organisational culture. Power culture and
conflicts are considered as major factors which impact working of an organisation. They plays a
decisive role formation of structure of business environment of an organisation. Every
organisation culture is different from each other weather its a government organisation or a
private organisation all are part of this ambit. Power, culture and conflicts all are inter related to
each other and nay change in one part will directly impact other factors. Many studies are
conducted in both internal and external environment to study impact of these factors on
organisational culture. These activities can have both positive and negative impact in any
organisation a proper management of these factors will boost affectivity of an organisation in a
business organisation.
For comparison effects of these factors they must be discussed separately.
Power – it is an important factor of an organisational activity as it is having a vast range of
applicability inside an organisational activity. Powers are analysed and divided in to different
categories in an organisation. It is regarded as an activity in which an individual able overcome
challenges and resistance which are put on them by others to achieve their desired goals. Power
is a multidirectional activity, its flexibility can be upward to downward or horizontally and
vertically (Wong, 2012). Power can also be consider in politics, many employees uses political
approaches for gaining superiority and desired results. Power have different frameworks which
are to be analysed properly
There are certain sources of power includes -
 position and authority of organisation
 cultivation of supporters
 social and physical position of organisational
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 energy, stamina and endurance
 Avoiding wasteful efforts and energy.
Power is dependent on type of relationship a subordinate and a leader have.
Conflicts of organisation- conflicts are palpable and have wider occurrence. It arises between
two people and not having any consensus on any issues. This have a wider view of application
which have been observer by observers and researchers. According to different theories of any
organisation they have accepted different theories so there are chances of many non-
acceptances which have arises.
Conflicts are drawbacks an organisation have and it must be remove with compliance and
different controlling tools and measures. Researches calls confects as latent factor which are not
visible but be arise with within working environment of employees having different viewpoints
and inclinations. Conflicts can also be related to political and power measures as more powerful
person try to impose their dominance on others. Conflicts have to be resolved at right time so
that it could not be stretched for longer time phrase hindering the quality of organisation as well
as employees.
Conflicts are divided into 4 frameworks
 First framework is about unitarist approach against conflicts. These conflicts occurs
when they are obtaining a common goal.
 Second one is related to diversification of organisation and various objective of an
individual. This factor mainly observe in conflicts in opinion and interests of employee
 Third factor is considered as a conflict in interactionist frame where organisation can
consider it as an positive event to work more competitively in environment.
 Forth dimension is about radical view of considering an organisation as a stage where
many conflicts my arise between people placed at different hierarchy of an organisation
(Punjaisri, 2011).
Impact of culture on an organisation – culture is also an important aspect of and an
organisational growth . Considering case of UK it has a cultural diversity like British white
people,local, gypsy, Indians, and people from other Asian countries. Their is a diverse difference
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in their work culture. So people from different culture have different views and culture. So it is
very essential fir the organisation to enact some policies for a better harmonic conditions and
and provide a resonance among them. Impact of power, conflicts and culture on decision
making of a manager – A Human Resource manager is responsibly for maintaining a positive
environment and increase productivity of an organisation. It is only possible where there is a
positive contribution among employees. This helps decision makers to plan and and categorised
decision making.
The two broad aspects of decision making are
Inquiry – it helps in generating different alternatives, enchanting of ideas and production
of tested solutions. It is not very easy as a great deal of political factors and social factors may
arise which may hamper its effectiveness (Dixit, 2013).
Advocatory- other factor is advocatory a widely accepted where final decisions are
taken by discussing factors and issues with different level of managements. This reduces
negative factors from internal environments as different viewpoints and ideas are takes ans more
people are satisfied with this organisational decisions. As goals are ultimate target to be
achieved by any organisations for obtaining that they must have complete different individual
personalities and coordination for gaining success in organisational structure. With changing
environment in current scenario every employee want to have individual success so they adopt
different factors which like political and clashes to gain compensative advantages among the
people. So it is very necessary for form managers to direct their employee to accept a right
approach to success as well as respect cultural rights of employees.
UNIT 4
Motivation and its effect
Motivation is considered as an important factor for boosting morality of an employee. It is
important to make people goal oriented as well as making a resonating environment among
employees and increase in coordination among employees. It will help in leading a positive
culture in an organisation. Certain factor related to motivation which are to be considered.
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Organisational objective – more enthusiastic employee will work in more efficient way
helps in increase value and recognisance of an organisational
Job satisfaction- a motivated employee will work in full dedication to organisation and
help in growth of that organisation as well as growth of individual so a person will already be
satisfiers with their job.
Manager effectiveness – effectiveness increases of a manager when he is able to
resolve issues and conflicts and prove their computability in a positive way. Management should
be work effectively and efficiently manner to carry out work process in appropriate way.
Self awareness- a manager must be have self awareness as well as alertness in his work
it will help them in observing the environment very well as well as quickly response to changing
environment (Fernández-Muñiz, 2012).
Motivation is a never ending process which helps in achieving in organisational goals. For
doing so there are several other theories present in environment.
Several theories of motivation are
Theory of hierarchy of need of Abraham Maslow- this theory explain level of
motivation required as per their need. At the basic level it involves , psychological, social need
and security and a favourable working condition. It must ensure employees are secured at their
work place and they must be given desire respect and friendly environment. Employees must be
allowed to take necessary breaks and relaxation in working environment and must have
appropriate working hours .they must be motivated by apperception through offering promotions
and reward benefits.
Heisenberg Two- Factor Theory - it states that there are two factors for motivating
workers i.e. hygiene and motivation they ultimately do help in gaining success but can lead to
underperformance of their employee. According to this theory hygiene factors includes job
security, organisational policies, salary, working conditions and policies. And satisfiers also
included as motivators,recognise, growth opportunities. e.g. In Waitrose there is a different
room for smoking zone in different department of a company.
Alderfer's ERG Theory – Alderdfer's ERG Theory includes (existance,relatedness and
growth) which was build on the basis of Maslow theory. It has categorised an individuals need
into 3 factors like existence,relatedness and need of growth. This theory negotiate with material
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things like dealing with individual social and physical necessity that helps in covering
individuals interpersonal needs and development which involves psychological growth of an
individual.
Some of the practical applications of motivational theories are
MBO(Management Based Organisation) this is used to improve performances of an
organisation by clear definitions of objectives as well as planning effectively for achieving that
goal e.g. In Waitrose a they do researches on effect of their products and gets customers
feedbacks this helps them to improve their performances in market if any problem occurs.
ESOPs – it is employees took ownership plan which is a defined contribution of
employee benefit plan (ERISA) which is designed for investment in stocks of sponsors. They
basically includes shareholders and and investors to gain various tax benefits.
Waitrose establish trusts where employees are their partial owners where they invest their
money in the form of payroll deductions in return trust purchase shares for the company.
Employee recognisance scheme – in this employee are recognised and categorised
according to their skills and knowledge. Ultimate aim of an organisation is to increase
productivity hence they recognise and appropriate employee according their ability. They helps
in giving appraisals to desired candidate this will help in motivation of employee as well as
having positive impact on them (Baur, 2015).
e.g. in Waitrose every sales employee gets better incentive in return to their sales.
Employee involvement – for getting better productivity and sustaining in market every
employees must be assigned a role as well as they must be involved in several activities this will
have a good impact on the mind of employee as they will feel more attached to organisation as
well as it will help in generating faith towards organisation it can be achieved by assigning some
responsibilities like giving responsibilities toward a job.
So it is a important aspect to tailor these program properly and use them effectively to
prosper in target market. Manager must have a important role in giving respect and recognisance
to employee which will help in generating positive vibes and a harmonic bonding between
employee. Managers must make sure all the employee must have a common objective for
prosperity of organisations. Manager must ensure to carve out negative element from
organisation which will ease out any prospective of disputes and conflicts in an organisation.
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UNIT 5
Human capital and communication
It must be understood that apart from products human capital also is an important aspect
of organisation. For getting a better output in market place it is important that to give them
proper training and development as well as making them task oriented for doing so it must be
understood that they must have a good communication among the employee . A proper passing
of information will define a clear objective which help them to grow.
Understand and working of human resource and professionals – an important aspect
is to understand capability of human resource which will help in determining potential of an
employee of their organisation. To gain maximum profits behaviour of the employee must be
analyse weather it positive or tilted towards negative ,apart from it their contribution must be
monitored
Human resource management and their interaction and expectations – human
resource management is responsible of analysing and enhancing capability of human resource,
they mus ensure job specifications like placing right power at right place, apart from it they
must make ensure employees are satisfied with their jobs. A healthy environment must be
created in an organisation like how an employee is interacting with other employee in business
environment.
Human capital management in relation to “ Why people behave the way they do”.
In respect to understand behaviour of an employee human resource manager must examine why
people behave the why what they do. It is a psychological factor which is to be consider for
better understanding of their employees (Chen, 2013).
Manager must understand human behaviour is a largest constrain which helps in governing a
particular situation.
While evaluating employee they must put up some questions and find answers for better analysis
of employee
questions like
why do employee behave in weird way ?
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Why do some people do certain things on others?
The main negative aspect of things what managers do is to judge employee on psychological
make-ups or a superficial judgement on the basis of only one factor.
There are some other aspect which managers took wrong is no two employee have same
behaviour it is an important questions which help in critical analysis of employee in a changing
environment. This will help in increasing efficiency removing out negative factors from
organisations hence make environment healthy.
 Communication in organisation- communication is regarded as transfer of information
from source to destination. Communication plays a vital role in transfer of information in
an organisation.
 Some of the barriers of communication which effect behaviour, relationships and
generate conflicts.
 Judgement of person- judgement and evaluation of employee s very much important in
an organisation a right judgement will help in giving appropriate appraisal what they
deserve.
 Not paying attention- if a manager wont be paying any attention to a persons word and
do not give it value then it will disturb relation between them as well a change in
behaviour will be observed in them as well they will get demotivated.
 Jargon – it mist be understood that every employee have their own area of specifications
like a salesman will understand language of sales and talking to him in technical
language wont help them (Chen, 2013).
 Avoiding concerns – managers is responsible for all round development of an employee,
he must be concern about every prospects of an employee it will not be beneficial fr
organisation if they ignore employees concern e.g. Like if manager is goal oriented and
do not bother about health issues oh their employee then it will have a negative impact
on their productivity.
 Benefits of communication
 Clear goals – a better transfer of information will help inn orientation of every
employee to their targets with no no conflicts of interests between them.
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 Coordination- it help in increasing coordination between employees as there is a
transparency in their information
 Feedback – a clear passing of information will help in getting better feedback like e.g.
like in Waitrose wants to survey total number of people purchasing their product a better
feedback will help them to plan better to increase their productivity as well as rectify
flaws if present in product.
 Development of trust- a better coordination will help in easing of business. It will also
help manager to monitor the situation very well.
 Demand analysis- demand forecasting is an important prospect of growth of
organisation. Waitrose believe in expansion so a better information will help in reaching
out to new destination and invest in market in market effectively .
So observing behaviour and communication is a better prospects of any
organisation it help them in proper observation and monitoring of their employee as well
making out proper planning. They also entitled to remove out communication barriers from their
organisation which provides a better harmony among their employed (Kloch, 2011).
7s Model introduced to improve organisation is discussed below:
 Strategy: This refers to preparation of policies for future growth that must be
implemented by business in achieve set targets.
 Structure: There is particular structure that has to be formulated in organisation which
include functional, divisional, matrix and network.
 System: It involve various organisational system that include innovation, compensation,
capital allocation, management information systems.
 Style: It underlines leadership style which is adopted by company. It also involve the
nature of workers in the institution.
 Skills: It refers to capability, capacity of each individual possess to carry out business
operations or transactions.
 Staff: It include type, nature of people working in business organisation. Hence, quality
of work is decided with the knowledge and skills possessed by employees.
 Shared values: It include culture, belief, behaviour working style which is followed in
business institution.
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CONCLUSION
It can be concluded from the above assignment that organisational behaviour is
considered as an essential composition of organisation structure. It assist managers to determine
attitude of the personnel and helps in processing approaches like leadership styles, levels of
leadership etc. Organisation system is very complex in nature and have to be re- structure
whenever needed. As employment is considered important tool of the institution who performs
actual actions in achieving organisational objectives and purpose. Therefore, motivating them is
a important function for management. They can apply different methods of motivation which
can be in the form of monetary and non monetary aspects. There are various motivational
theories applied by the mangers. Abraham Maslow's hierarchy of need, ERG theory of
motivation applied by organisation accordingly. Leadership is also the important function
performed by mangers which leads them through proper path in gaining final goals and
objectives. Level 5 leaders are considered among the best leaders who have special qualities as
compared to other level of leaders. This report has also highlighted the importance of
organisation sustainability, various levels of management which specifies span of control
between superior and sub ordinates. That means who is accountable to whom and specify the
span of control.
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