Aljazeera Organizational Behavior

3. Is to be the benchmark in modern retailing in the Middle East by delivering:-
To our Customers:
The best price and the best merchandise, in a pleasant shopping experience in every store and every country.
To our Employees:
The possibility of growth and fulfillment in a trusting environment, providing challenging jobs and motivational
compensation.
To our Shareholders:
A sustained return on their investment and the growth prospects of a global retailer.
To Local and National Communities:
A deep commitment to the community, as a socially responsible economic actor and a good corporate citizen.
Our Mission

4. What is “ Organizational Behavior”?
“ A social system or shared knowledge between the individuals of
the same organization on how they should behave & act in their
workplace”
=
“Code of Conduct”
Why OB?
• Improves the organization’s effectiveness to achieve its goals.
• Eases communication and helps you understand others better.
• Leads to a better and more pleasant work environment.
• Helps improve relations between management and employees.
• Helps people attain the competencies needed to become effective
employees, team members and managers.
• Increases employees productivity and performance rates.

5. Essentials of Carrefour OB
Ethical Behavior Customer- Centric Business

6. Ethical Behavior

7. Difference between Values & Behaviors
Values:
“ Important shared beliefs and ideas about what is
good and desirable and what is not”
Behavior:
“ Our behavior and actions are mainly driven by
our values. It’s how we treat others and how we
do our jobs based on our values”
“Values and actions should be consistent”

8. Examples of Inconsistent Values &
Behaviors:
• A man who says he takes Respect as a value and keeps
talking about his colleagues behind their back.
• An employee who says he takes Accountability as a
value and doesn’t show up at an important meeting.
• An employee who says he takes Morality as a value and
accuses his colleague of a mistake he did himself.

9. Respect
Morality Team Work
Accountability
Development
Proactivity

10. Accountability
“ Every person should have a sense of responsibility towards his
duties, commitments and actions.”
How to demonstrate Accountability at work place?
• Perform your daily work tasks and duties.
• Accept blame & criticism for mistakes & wrong actions.
• Don’t put excuses for failure and malfunctioning.
• Don’t blame others for your mistakes.
• Bear the results and consequences of your own actions .
• Learn from past mistakes and take corrective actions.
• Respect time & deadlines.
• Plan for future accomplishments.

11. Respect
Consideration for self and others, showing esteem for self & others.
“Everyone needs respect”
Respect
• Acknowledging other people’s good
work and accomplishments
• Showing a polite attitude and tone of
voice
• Appreciating other people’s opinions
and ideas.
• Respecting time and deadlines.
• Saying the truth in all cases.
Disrespect
• Having a rude impolite attitude.
• Shouting and calling names
• Insulting others
• Gossiping
• providing false information & lying.
• showing up late for meetings and crossing
deadlines.
• Loud Telephone Conversations
“Treat Others as you wish to be treated”

12. Morality
“ Morality is the reason why we don’t allow ourselves to do
certain things.”
“ Morality lets you differentiate between what’s right and what’s
wrong.”
• Bad Mouthing
• Lying
• stealing
• Gossiping
• taking credit for someone else’s work.
• Taking advantage of the company’s resources.
• Hiding important info and facts.
• Accepting bribes.
• Violation of the privacy & confidentiality of certain information.

13. Team Work
“ Team work is critical to the organization’s productivity & profitability”
• All individuals must be working as a team starting from the managers and leaders
reaching to the smallest employee.
• All employees should share the same vision and purpose.
• Every individual should feel important, appreciated, needed and should be treated
with respect.
• Disagreements should be handled quickly & smart.
• Provide Constructive feedback.
• Accept differences and be flexible.
• All employees should share their experience & knowledge with their colleagues
and teams.

14. Proactivity
• Trust your capabilities and believe in yourself and
your team.
• Encourage people to express their ideas.
• Take initiatives and think out of the box
• Be creative and find better ways to do things and
solve problems
“ Take Initiatives”

15. Development
Your career advancement depends hugely on the effort & time
you put into developing yourself
Training
• Commit yourself to the training
programs provided by the
company because:
- They develop better understanding
of the industry and job
responsibilities.
- The company invests in & maintains
its committed employees.
- Helps you improve your productivity
& performance.
- They are a safe environment for
learning and discussing previous
mistakes.
Personal Development
• Don’t always wait for the company
to provide for you. You have got to
monitor your own growth.
- Set short and long term goals and
work on achieving them.
- Learn from previous negative
experiences and learn your lessons.
- Put your own to-do list everyday
and don’t wait for your manager.
- Challenge yourself by learning
something new everyday.

16. Which Value does it represent?
1- Being polite to your colleagues when you are having a bad
day. ( Respect)
2- Helping colleague who is having a work problem ( Team Work)
3- Making suggestions to improve the operation ( Proactivity)
4- Appreciating other people’s ideas and good work ( Respect)
5- Deciding to have a daily to-do list in order to stop wasting time
( development)
6- Taking your duties and tasks seriously ( Accountability)

17. Why Customers Stop Coming?
“Our Customers expect a quality service even
before our quality products”

18. ABC Customer Service
Dos Don’ts
Give a sincere smile Never shout and name call
Keep eye contact with every customer Avoid grumpy facial expressions
Direct your shoulders towards the
customer
Avoid Giving wrong information
Node while listening Avoid folding your arms across your chest
Have an open confident posture
Avoid using the phone & texting on the
sales floor
Have a clear & loud enough voice
Avoid showing a bad attitude to the
customers.
Be quick and responsive Avoid chatting with your colleagues while
serving the customers
Maintain a high level of personal Hygiene Avoid giving an aggressive tone of voice

19. “And now let us all speak the same language”
Thank You 