Changing Behavior as a Means to Increased Efficiency

A firm in a highly competitive industry, operating below tolerable levels and sensing "problems," hired a new GM who sought help from a change agent. An in-house laboratory was created where Ss, under guise of skill training in communications, "simulated" giving and receiving descriptive nonevaluative feedback in role play of cases, on the grounds that it is easier to change behavior than attitudes. Environment was gradually transformed from Theory X toward Y as Ss became more open and risk taking and grew in interpersonal competence. Ss remedied company's faltering production, poor quality, and high cost "significantly" within three months following program. Application of behavioral science theories to allow people to help organizational performance does pay off.