Professional Documents
Culture Documents
Organizational Behaviour - People, Process, Work and Resource Management
Organizational Behaviour - People, Process, Work and Resource Management
Organizational
Behaviour
ii
Organizational
Behaviour
Edited by:
Raisa Arvinen-Muondo and
Stephen Perkins
iv
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A CIP record for this book is available from the British Library.
Perkins, Stephen J.
Organizational behaviour : people, process, work and human resource management / Stephen
Perkins and Raisa Arvinen-Muondo.
p. cm.
Includes bibliographical references.
ISBN 978-0-7494-6360-1 ISBN 978-0-7494-6361-8 1. Organizational behavior.
2. Personnel management. I. Arvinen-Muondo, Raisa. II. Title.
HD58.7.P4626 2012
658.3dc23
2012037106
Co n t e n t s
PA R T O N E Introduction 1
Introduction 3
Stephen Perkins and Raisa Arvinen-Muondo
Learning objectives 3
Managing others to a purpose 3
How did OB get onto the management curriculum? 8
Definition of OB 8
Definition of HRM 11
Overview of the chapters to follow 15
Conclusion 21
Key learning points and conclusions 22
Discussion questions 22
Glossary 301
References 309
Index 335
x
Figures
Figure 1.1 Factors that have an impact on diversity
management 39
Figure 4.1 Cycle of PMS practices 120
Figure 6.1 Talent wheel (Kock and Burke, 2008) 175
Figure 7.1 Simplified representation of Schmidt and Tannenbaums
stages of evolution (Schmidt and Tannenbaum, 1960) 196
Figure 8.1 Life-cycle framework of culture 221
Figure 8.2 Dynamic model of culture by Hatch (taken from
Ashkanasy, Wilderom and Peterson, 2000) 224
Figure 8.3 Perspectives of culture (Hatch, 1997) 227
Figure 8.4 The cultural web (Johnson, Whittington and Scholes,
2011) 230
Figure 10.1 Climate factors supporting creativity and innovation
(adapted from Amabile, 1996 (inner radial) and Isaksen,
2007 (outer radial)) 270
Tables
Table 4.1 PM implications arising from the self-control, social and
administrative control perspective of HRM practices 117
Table 7.1 Summary of three dimensions of power (Lukes, 1974) 189
Table 7.2 Stages of dispute (Schmidt and Tannenbaum, 1960) 196
Table 7.3 Summary of bargaining types, games and
game states 200
Table 7.4 Five conflict-handling styles (based on Kilman and Thomas,
1977) 203
xi
Co n t rib u tor s
PART ONE
Introduction
2
Introduction
S tep h en P er k i ns and
R a i sa A r v i nen -Mu on d o
L earn i n g o b j e c t i v es
We hope this volume will help not only students of management, but
also practising managers. There is plenty of debate about what practising
implies for management. Is management all about a series of practices
things that can be separated from the people and places and times in
which they occur? Do managers need to learn about these practices
practices on their own and in bundles as things or objects to be
applied to others when trying to get them to do things to achieve some
purpose? Alternatively, rather than objects that can be understood inde-
pendent of the context (people, place, time) in which they may occur,
should we view what goes on under the label management as a process,
or series of processes hence (in British English) signalling something
different by using an s not a second c to complete the word, in the
sense that management is something practised (a verb not a noun or
object). Its something dynamic not static, that unfolds in a particular
setting, and so is a creation of the people and the place and time in which
they are interacting (another word we need to pay attention to).
If its a creation of social interaction then the practice resulting, let
alone the outcome, could have been different, something difficult to
predict in any generalized way. And if the practice has been constructed
by a group of human beings managers and other organizational actors
theres also the potential for it to be reconstructed. And in some vari-
ants of management study, analysts would call for the practices to be
deconstructed to reveal aspects that while maybe unstated, below the
surface of an observable organizational setting, have had an important
influence on what becomes visibly apparent. As well see later in the
book, concepts for articulating and interpreting those implicit influences
have been identified and specified in academic writing on management
and the social sciences; eg cultures, conflicted interests between groups,
and differences in the levels of authority, power and/or influence they
may bring to legitimize their actions. There are plenty more.
Why is all this important and worthy of inclusion in a course of study
on management with the goal of preparing people to become profes-
sional managers? (Professionalization as a process and an implied
state of being, itself dynamic is yet another concept well encounter
along the way working through the discussions to follow.) One answer
is that if management is a social construct concerned with achieving
purposeful action where groups of people interact, then people who
want to lay a claim to competence in doing management are likely to
enhance their credibility if they have mastered a body of knowledge and
how this is debated brought together as a social science.
6 Introduction
Cathie Wright-Smith, Head of HR in Nampak, the UKs market leader in plastic milk
bottle manufacturing, was reported reflecting on the shift in thinking about how to organize
to get things done through a workforce since she was hired in 2007 (Churchard, 2011):
Nampak didnt really have people management procedures. When Nampaks Managing
Director interviewed Wright-Smith for the job he basically said: Weve hired and
fired people, weve disciplined people, we do day-to-day HR, but now I want an engaged
culture in the business how do we start? [concluding] I think it was the challenge
I was looking for.
In this book, weve set out to bring together ways of thinking about get
ting things done through individuals and groups of people in organiza-
tional settings, drawing on published writings collected under the general
heading of HRM. Our goal has been to examine this body of knowledge
using what social scientists tell us about the ways in which to specify and
weigh up alternative choices around getting people to do things and
to behave in certain ways in the course of these actions (collected
together as OB commentary). Achieving a critical grasp of this is likely
to help managers in practising their craft, with an awareness of the issues
they will encounter and how to decide what to do in all the variety of
settings in which their organizational stagecraft may occur. So we see
another interaction taking place: between ideas about getting things
done through other people, these ideas themselves remember the product
of social construction. We see the diversity of issues managers are likely
to encounter when interacting with other organizational actors and see
that OB commentary can show how these managers can make interpre-
tations to inform what they decide to do. In other words, using another
well-known metaphor, they will be able to look before leaping into
management activity.
8 Introduction
Definition of OB
A simple definition of OB is offered by Stanford University in the
United States. OB is the study of human behavior in organizational
settings. In its micro variant, generally informed by psychology,
OB investigates how individuals and groups affect and are affected
by organizations. And in its macro form, incorporating organiza
tional theory and economic sociology, OB studies organizations as
social systems; the dynamics of change in organizations, industries
and markets; and the relationships between organizations and their
environments.
In one article, George Strauss traces the origins of organizational be
haviour as an academic discipline back to controversies around what
became known as the human relations school of industrial psycho
logy (Strauss, 2001). This school had emerged from attempts among
employers in the United States to manage the people (or labour) they
employed as corporations became increasingly large in the early part of
the 20th century.
One of the first management consultants, Fredrick Winslow Taylor
(writing one hundred years ago) took the view that labour is a com
modity like any other available to be purchased in economic markets
and on the face of it sought to dehumanize the labour process (see
Braverman, 1974, and the critical literature that followed this seminal
work). A scientific approach to management emphasized the economic
exchange inherent in the employment relationship and sought to intro-
duce a strict labourmanagement division: expert managers were to do
the planning; those hired to work under managerial supervision were
Introduction 9
simply to apply their muscle just in the way that mechanized equipment
powered production processes in the industrial era.
A combination of disappointing productivity levels across US industry
and severe conflict between managements and strong labour unions
capable of disrupting production (Kochan, Katz and McKersie, 1994)
led to some voices questioning the focus on the economic and the macro,
organizational level of analysis and managerial action. Instead, atten
tion was placed on individual workers and how they felt as human
beings in the alienating surroundings constituted by large industrial
complexes. Demands for cooperation over conflict in workplaces
charged with producing necessities to serve the military effort in
Europe during the Great War of 191418 added to the perceived impera-
tive for an industrial truce. During the 1920s a series of experiments
was conducted by industrial psychologists, shifting the focus from
macro to micro sub-units of the organization and the individuals
populating them that came to be known as the Hawthorne series,
named after the lead investigator. Although beginning with an emphasis
on experimenting to capture the effects of varying the physical shop-
floor working environment, what emerged from the studies was the
sense that the pathway to increase labour productivity was by paying
attention to workers as complex human beings, interested in a range of
workplace motivators, not simply an economic wage for reporting
to work.
But this line of reasoning too soon attracted controversy. On the
political left, in the words of Braverman (1974) the so-called human
relations movement represented no more than an ambulance service
offering palliative care to those wounded by the ravages of large-scale
industrial capitalism, that perpetuated a division of labour between
brain power and labour power. On the right, as Strauss (2001)
puts it, the results of this kind of industrial psychology were judged
merely nambypamby marshmallow management. For this school of
thought, productivity would not be served by managers resting solely
as they saw it on good intentions, rather than rational economic work-
place controls.
On the other hand, in the era following the Second World War and
with an emphasis on assuring a strong Western military-industrial
complex (Mills and Wolfe, 1999) to meet the demands of the Cold War
with the Eastern Bloc countries, the US academy was receptive to a new
orientation to equipping managers with a basis to understand the people
side of organizational affairs. Strauss (2001) points out this was
10 Introduction
HRM and OB
One of the inspirations for writing this book was reading the article
some years ago by George Strauss (a distinguished professor based in the
United States). In summary, Strausss argument concerned a question:
HRM-OB comparing British and US perspectives whats all the fuss
about? (Strauss, 2001).
Definition of HRM
A classic definition of HRM appears in the opening section of one
of the seminal texts written by Harvard Business School academics,
published in the mid-1980s. This reads: Human Resource Manage
ment (HRM) involves all management decisions and actions that
affect the nature of the relationship between the organization and its
12 Introduction
employees its human resources (Beer et al, 1984). The same authors
promote the idea of HRM as a system something that has inputs,
throughputs and outcomes that is the primary responsibility of
general managers. At the time labelled groundbreaking the approach
was promoted as involving nothing less than a rethinking of the
traditional relationship between managers and other organizational
members.
As discussed in the previous section, the two areas in particular
when they come to be studied by management scholars can be seen
to blur, depending on the perspective adopted. However, for this
volume weve deliberately set out to use the variant of HRM referred
to as a normative approach. This is a set of ideas that as a student
of management youre likely to encounter as saying this is how you
ought to do HRM. The normative HRM approach has had plenty
of criticism again from those with a critical orientation (perceiving
the ideas as little different from the human relations schools pallia
tive as a developmental but still exploitative approach to economic
organization). Other scholars have criticized the a-theoretical nature
of HRM, although there have been efforts over the past several decades
to address this weakness see Hendry and Pettigrew (1990); Guest
(2001). The aim in this book is to use the scope for OB to provide
the reader with access to frameworks from social science to enable
a more informed assessment of the kinds of ideas (and the practical
choices they face the manager with) an encounter with HRM arguments
and research findings will give rise to.
While interrogating normative HRM primarily here, its important
to note that different approaches are discussed in the literature.
Delery and Doty (1996) provide an overview of ways of theorizing,
summarized as follows. The universalistic (normative) view is premised
on the notion that for every best practice applied, benefits will follow
in terms of high performance work system outcomes note the idea
of a system here, something holistic and integrated. A contingent
approach (see the case study below) argues that the impact of apply
ing best practices in HRM will depend on the context people, history,
stage of organizational development etc. A configurational approach
argues that what is important is not simply to apply isolated practices
however good they may be; the key is to configure bundles of practices
that provide organizations with an edge over others (MacDuffie, 1995;
Purcell, 1999).
Introduction 13
In the UK, the Chartered Institute of Personnel and Development (CIPD) have been exploring
in consultation with a group of domestic and multinational employers ideas informing
people management practices. A recent report on progress (Sears, 2011) describes findings
that illustrate the way HR functions in organizations whom we might interpret as adopting
a contingent view of HRM:
They start with a very sophisticated understanding of the business and the unique
context it operates in, and work from there, rather than starting with a systematic
notion of the people processes and levers that have to be pulled first. Here, for
example, HR may see its primary function as being to wake up an organization that has
gone to sleep, and so to form unholy alliances with whoever is necessary to support
that agenda. Equally, HR may try to take the testosterone out of an organizations
strategy if they feel this best serves the interests of future stakeholders. In this world,
HR starts with no set formula.
and work roles, thinking about the way individuals perceive information
available to them can help managers, in turn, to weigh up communica-
tions strategies for making the desired impression and managing expec-
tations raised in doing so. When organization managers are seeking to
increase the competencies among workforce members, an understanding
of how individuals learn and the potential for codifying knowledge so
that it may be transferred among individuals and groups is likely to
prove beneficial. In Chapter 4 Caroline Bolam and Sarah Jones explore
the literature grouped under the term performance management to help
build understanding around ideas of systematic performance manage-
ment and how this may be viewed critically using the lens of managerial
control, related to purposefully organizing the work of both individuals
and teams of employees.
Getting individuals and groups motivated and organized to do things
intended to serve a managerial purpose brings, in turn, the need for
attention to questions about how that action and the process it relies on
is lead. Do teams lead and manage themselves unprompted? Or is there
a necessary role for someone either emerging from within the team,
perhaps varying depending on the task being focused on, or supplied
by the corporate organization as a formal leader and/or manager to do
things that motivate others to follow the lead given in a particular
direction? Is there a sense in which leadership and management are
the same or different? Is leadership something that can be pre-specified
using certain social codes that can unlock social action among groups
and the organizations they populate a form of objective, scientific
management? Or is the leader and/or manager something that has
a spontaneous character, emerging as a function of the group of people
involved in particular circumstances? From the leaders perspective, is
this a subjective or objective state? Linda Holbeche explores the multi-
faceted and contested literature on leadership, in Chapter 5, explaining
too why new approaches to leadership are called for in the second decade
of the 21st century.
Organizational effectiveness depends on harnessing the talents of
people identified and employed to resource activities. While it may be
viewed as an omnibus term for processes embedded in HRM selecting,
socializing, developing and motivating the notion of talent manage-
ment has been receiving attention. Indeed there has been a line of
discourse among management practitioners and those who advise them
dramatized using the phrase war for talent, carrying the implication
that, as the source of intangible value at the core of competitive success,
18 Introduction
Conclusion
In this chapter weve introduced ideas about management, understood in
terms of getting things done through others, paying particular attention
to ideas about people management grouped into a specifically HRM
literature. Weve indicated the rationale underlying this book for engag-
ing with these ideas offering you as an aspiring or existing professional
manager access to the knowledge that social scientists have collected
together, leading to debates about the merits of ideas and the actions
implementing them may result in.
Weve discussed the idea of treating organizations and the interaction
of various individuals and groups within them as static and open to
objective observation, resources to be acted on managerially. And weve
also considered arguments suggesting that instead people and organiza-
tions as sentient, indeterminate beings are in a constant state of becom-
ing, or renewal, between apparently settled states of being. As such, with
a more subjective sense in which to observe and then interpret what
is perceived, influenced in turn by the socialization of the observer, weve
noted that socially constructed states are open to reconstruction to
suit the needs and wants of the members of the organization and its
stakeholders.
The social history of OB in and beyond the classroom has been briefly
recounted, as well as reflecting on ideas that have come together over
the evolution of ideas in the United States and then the UK branded as
HRM active, purposeful approaches to managing people. These ideas
and particularly the normative practices advocated by some HRM com-
mentators have come in for criticism, whether as inadequately theorized
or more politically in terms of the assumptions about people and
employment and organizational relationships underpinning HRM com-
mentary, and the interests seen as being served to the detriment of others.
On the other hand, in a similar way that the Hawthorne experiments
produced positive responses from the employees observed by virtue of
the fact that managers appeared to be showing an interest in them,
the workers verdict on HRM according to Guest (1999) has been to give
it the thumbs up. At a British Academy of Management HRM special
interest group conference in April 2009, the consensus was that HRMs
underlying problem as an academic discipline was the over-reliance on
managerial accounts so that the employee voice (Gollan and Perkins,
2010) was being overlooked.
22 Introduction
Discussion questions
What examples can be generated from group reflections on
experiences in the workplace, or from stories youve heard told by
Introduction 23
PART TWO
Individuals at
work under
an employment
relationship
26
01
Managing diverse
identities at work
Jan i c e Jo h nson and
C h r i st i na S c h wa b enlan d
L earn i n g o b j e c t i v es
Introduction
Managing diversity is a term that refers to a bewilderingly wide range
of policies and practices designed to respond to the increasingly hetero-
geneous nature of the workplace. In this chapter we aim to demystify
some of the key debates and dilemmas surrounding diversity manage-
ment while maintaining a clear focus on the needs and interests of
generic managers and management students, who are themselves in-
creasingly likely to comprise a very diverse group with internationally
determined interests, commitments and affiliations. We will start by
presenting a brief overview of the origins of diversity management and
some of the key debates. We will then go on to explore the key dilemma
at the heart of diversity management, which was elegantly summarized
by John Edwards: which of a multitude of differences between people
28 The Employment Relationship
they are not breaking the law and, even if unintentionally, making the
organization liable to legal proceedings. Many of the settlements in
discrimination cases are very expensive. For example, in 2010 one
organization was ordered to pay 125,000 for a claim brought under
the Disability Discrimination Act (Personnel Today, 22 April 2010).
Second, the organization needs to have good policies in place.
These must ensure that all employees, applicants for jobs, and, in many
countries, customers, service users and members are treated fairly.
This means ensuring that systems and practices do not discriminate,
either directly or indirectly; consciously or unconsciously, because of their
race, gender, religion or any other protected characteristic. In practice,
most organizations concentrate specifically on the HR functions of
recruitment and selection, training and promotion and increasingly
reward practices.
Third, managers should ensure that there is an atmosphere of mutual
respect throughout the organization and that all people feel welcomed
and valued for their contributions. Managers should also ensure that rude,
disrespectful language, jokes, traditions and rituals are not allowed.
We all contribute to the culture of the organization. We all play a role
in making people feel welcome and accepted, or just tolerated. Diversity
is everyones responsibility. But of course, different functions and depart-
ments have different roles to play. The HR department will be respons
ible for making sure that the organization has the right policies and
procedures in place. Senior managers are responsible for the organiza-
tions overall strategic direction, including a commitment to creating
products or services that are appropriate to an increasingly multicultural
society. Line managers will be responsible for making sure that these are
all translated into action on a day-to-day basis.
But what does it actually mean to manage diversity? In the UK,
Kandola and Fullerton are two writers who suggest that managing
diversity goes beyond ensuring that the organization is not unfairly
discriminating against people. Their definition of managing diversity is
one that is very popular. They write: The basic concept of managing
diversity accepts that the workforce consists of visible and non-visible
differences that will include sex, age, background, race, disability,
personality and work style. It is founded on the premise that harnessing
these differences will create a productive environment in which everyone
feels valued, where their talents are being fully utilised and in which
organizational goals are met (Kandola and Fullerton, 2003).
Managing Diverse Identities at Work 31
People Together is a registered charity that runs residential projects for people with mental
health problems. Five years ago there was a staff vacancy for a residential care worker.
There were only a few applicants and three people were interviewed by the selection
panel. The choice came down to two candidates, both of whom did well in the interviews,
but for different reasons. Jacob (who is white) had more relevant work experience and his
answers were more detailed but the panel thought they were a bit formulaic, as if he knew
what was expected to get through an interview, without necessarily believing in what he
was saying. Serena had much less relevant work experience and was taking an Access
to Work course, She had few academic qualifications but her answers seemed to be
intuitively more in keeping with the charitys ethos and values. Although no-one said it in the
discussion afterwards, the fact that Serena was black was seen by the panel as positive
because they wanted to increase the number of black staff working for the organization.
Serena was offered the job.
Serena was very pleased to be offered the job. She was committed and hard working.
There were some problems, arising mostly from her lack of experience and understanding
about social services provision, the roles of social workers etc. She was sent on several
training courses and although her probationary period was extended, she was confirmed
in post. She built good relationships with the residents, although these relationships tended
to be slightly too informal, and not too professional. But she was very popular with the
residents. Although there were some concerns, her work was seen to be good enough
to get through the probationary period.
She continued in post for a number of years. During that time a lot of other staff came and
went, including the manager. The new manager tended to recruit graduates who had
ambitious career aspirations within social work. Although there was no hierarchy among
the team, some of the newer staff gradually took on more and more responsibility. Serena
resented this because she was the most experienced by that stage and had been there the
longest. But the quality of her work didnt seem to have improved beyond her first year it
was still only just about good enough. Serena was happy with the job, she had commitments
outside work that were important to her and she wasnt particularly ambitious.
The relationship between Serena and her new manager deteriorated. The new manager
held a performance review meeting with Serena and made it clear that she thought Serenas
work needed to improve in various areas. The manager was quite blunt about these. Serena
got very angry and swore at her manager. Her manager was very upset and told Serena that
swearing was unacceptable and that there would be a disciplinary hearing about it that
might result in Serena being given a warning.
32 The Employment Relationship
At the disciplinary panel three senior managers heard both sides. Serena admitted she had
sworn at her manager but said in mitigation that her manager was victimizing her. Serena
said that she had worked in the same way for five years and nobody had been so critical
before. If her work was good enough for other managers why not for his one? She said that
perhaps her new manager was acting in a racist way towards her.
Discussion questions
Kandola and Fullerton would argue that over the last 40 years we have
gone through different stages in our responses to individual differences
at work. Liff (1997) described these as moving from an approach
designed to eradicate differences (the assimilationist approach, perhaps
best pictured through the US metaphor of society as a melting pot),
ignoring differences (by treating everyone the same), accepting dif
ferences (and accommodating them to an extent through such measures
as flexible working patterns for women with children, the provision of
food for people with special diets as a result of a disability or a religious
conviction) through to valuing differences, which is the approach that
Kandola and Fullerton are describing above.
Managers at a building society in Peterborough realized early enough that it was ignoring
a large percentage of its Polish residents, many of whom had been relocated from cities
into the area. Many were sending money back home but were finding it difficult to do this
on a regular basis with a reputable company. The building societys managers also realized
that not having staff members who could speak Polish was another barrier to business.
They started by creating positive recruitment and selection policies to attract qualified
Polish workers, which in turn led to an increase in Polish customers who now felt as if their
differences were being accommodated and an appropriate remittance service put in place
to serve their needs as well as those of the business.
Better reputation
The argument that having good diversity policies can improve a com-
panys reputation is probably best demonstrated by companies such
as the HSBC bank, the worlds largest local bank, which has incorpor
ated ideas of diversity into its branding. Another UK example is B&Q,
a do-it-yourself chain that actively promotes the employment of older
workers. The argument is also supported in reverse when companies
find their brand image damaged by gaining a reputation for sexist or
racist policies.
The arguments in favour of the business case look good, but are there
any problems with it? One problem is that the evidence to support it
is mixed. There is little research that has been able to track companies
performance over a period of time to investigate whether having good
diversity policies has demonstrably led to improved overall perfor
mance (Wise and Tschirhart, 2000). There are some individual studies
that do show a clear connection but others where no such connection
can be made.
Berg and Hopnes (2001; in Wrench, 2005) studied two Norwegian
companies. In one, the diversity of the workforce did lead to increased
profitability, in the other it did not. They concluded:
In one company ethnic diversity was seen to be directly relevant to
profits and in another completely irrelevant. The former was a bakery
experimenting with product development and innovation, and immigrant
workers were being drawn on for their knowledge of various baking
traditions... the latter was an industrial printing company where there
was no use for employees with different linguistic skills... as the whole
production was automated to such a degree that it made it difficult to see
how ethnic differences could be drawn on and profitably exploited either
in the production process or in the organization of work (Berg and
Hopnes, cited in Wrench, 2005).
is social justice, but even here they found out that there can be conflicts
between the requirements of their diversity policies and the needs of the
people they were working with.
Activities
Individually, can you list three ways in which diversity gives your organization a
competitive edge?
In small groups discuss whether you think that a diverse workforce is good, bad or
just irrelevant for business.
Points to ponder
What evidence would you look for to decide? And what does existing evidence say?
Managing Diverse Identities at Work 37
What is identity?
Identity captures those characteristics, friendliness or professionalism
for example, that contribute to our sense of how we see ourselves and
how others see us. But where does our sense of identity come from?
The nature/nurture debate refers to two contrasting positions; that
the characteristics that make up our sense of identity are biologically
determined (nature) versus the view that they are socially constructed
(nurture). Theories developed from the biological determinism approach
include those of Darwin, who explored the ways in which different
species evolve over time to ensure survival, and the more recent work on
the human genome project that aims to identify the ways in which
personality is determined by our genes.
In contrast, there are theories that start from the assumption that iden
tity is socially constructed by: a combination of individual and collective
Managing Diverse Identities at Work 39
histories and experiences and our responses to them; and through the
roles we take on (such as the role of a good mother or professional
manager) and how we carry them out. Individuals may feel most at ease
with themselves when they perceive themselves as having a clear role to
play that is recognized and confirmed in their relationships with others
(Billington, Hockey and Strawbridge, 1998). Watson describes this two-
way development of identity well. He writes: Identity is a notion of
who a particular person is in relation to others. It defines in what ways
the individual is like other people and in what ways they differ from
other people. It has a self-identity component (the individuals own
notion of self) and a social identity component (the notion others have
of who the person is) (Watson, 2002).
Watsons suggestion is that we actually have multiple identities that
are comprised of our own notions about ourselves along with the ways
in which we are perceived by others. These, of course, will include our
membership of various groups, such as those defined by gender, race
or ethnicity, religion or age, among others. So, the choices we make
about our attitudes and behaviour shape our personalities, but then we
are also recognized, chosen, defended or even accused by others, based
on their perception and estimation of these different characteristics, as
shown in Figure 1.1.
Education Religion
Age
Gender
Ethnicity
Marital
status Military
experience
Person
Physical Sexual
ability orientation
Geographic
Parental Race location
status
Work
Income
experience
40 The Employment Relationship
selves but not in the same way as having a cast of actors more in the
way of having different parts of our identity responsible (or best suited)
for different roles in our lives. The face we assume then may not neces-
sarily be recognized by people known to us, as illustrated in the case
study below.
Malcolms friends are surprised when he shares this information with them as they
find Malcolm accommodating and extremely helpful though sometimes a bit steadfast and
right-minded in his views.
Mandy recently applied for a job heading up her department in a prominent university.
No-one else had applied and Mandy was successfully interviewed and given the job.
At the time Mandy was the only female academic in her department and there was
resentment from her male colleagues that they would have to answer to her. One went as
far as suggesting to HR that her track record of performance and research was not good
and that they were making a mistake putting her in this role. Mandy realized that in order to
manage this group of professional men who would constantly try to undermine her she
would have to adopt a more masculine approach to this role.
privacy. Also, the categories that are chosen for monitoring staff are
always problematic. Mason analysed the categories used in the UK census
and commented that they: represent a curious mishmash of princi-
ples of differentiation. Thus, they mix, in a variety of inconsistent ways,
skin colour, geographical origin, and nationality or citizenship catego-
ries (Mason 2003).
Another criticism that is made against monitoring practices is that in
choosing to highlight certain characteristics over others the effect is to
reinforce peoples sense of difference. It is interesting to note that in
France it is illegal for employers to monitor the ethnic diversity of its
workforce because this is believed to reinforce a sense of separation and
inequality rather than emphasizing the commonality of shared citizen-
ship. However, in the UK public bodies are required to monitor the
workforce in the belief that this will help to identify hidden discrimina-
tion and disadvantage.
Activities
Look at the job applications for five different companies that are advertising for staff.
If so, how similar or different are the categories that are provided?
Points to ponder
Do you feel comfortable with the categories you are given to choose from?
When you read about cross-cultural management you will find a lot
written about the importance of managers respecting cultural differ-
ences (Hofstede, 2001a; Trompenaars and Hampden-Turner, 1997).
The international manager should recognize that people from different
cultures may have developed different understandings of such concepts
as authority and respect. Branine writes that researching cross-cultural
management: helps to establish the ways by which national cultural
differences influence employment policies and practices of different
countries and the ways by which national and international organiza-
tions have responded to them in a world that is determined by a
globalizing power of business on the one hand and a localizing power of
culture and politics on the other (Branine, 2011).
This brings us back to Edwards (1987) comment: when is it more
equitable to treat people differently because of their differences and
when does different treatment become unfair discrimination?
Managing diversity as a concept originated in the United States
(Kirton and Greene, 2005). Indeed, the underlying idea that it is desir
able to challenge inequality and that every human being is equal to all
others and is entitled to certain basic rights, is part of a certain political
philosophy that is very deep rooted in Western societies.
However, even in the United States these ideas have not always been
shared until the 1960s it was illegal for black people and white people
to marry in some southern states. In South Africa that was also the case
until the 1990s.
Applying diversity management approaches in different contexts may
require great sensitivity to the local context. They may be controversial,
even illegal. For example, in the United States and the UK it is illegal to
discriminate against people on the basis of sexual orientation; in parts of
the Caribbean and Africa it is illegal to enter into a same-sex relation-
ship; in Iran people who are openly gay or lesbian are executed. In the
UK it is illegal to discriminate against people with disabilities but for
many years people with disabilities were sterilized in the United States so
that they would not be able to have children. In the United States and in
Europe it is illegal to discriminate against women, while in parts of India
and China female children are regularly killed.
One important consideration is that the groups who are protected
under legislation in the United States or the UK may not be the groups
facing the most significant disadvantage, either there or in other countries.
For example, diversity management is more concerned with horizontal
inequalities than vertical inequalities. Horizontal inequalities are the
46 The Employment Relationship
Activity
Applying the business case for diversity to your own country, if your organizations
were more diverse would that bring you greater competitive advantage?
Points to ponder
What do you think are the long-term consequences of inequality in access to jobs
and promotion?
Managing Diverse Identities at Work 47
Bernard Smith is the newly appointed general manager of international marketing for
a large UK company. His first challenge is to chair a meeting. The participants are John
Miller, the American marketing manager; Hans Schmidt, the German operations manager;
Nato Suzuki, the Japanese distribution manager; Mohammed Salleh, the Arab financial
manager; and Li Chen, the Chinese manager of market research.
48 The Employment Relationship
After a brief introduction by each manager on his groups activities, Smith formally
and politely opens the floor to discussion. Schmidt questions the information that
Suzuki has presented and its sources. Suzuki responds briefly, but senses an argument.
Not wanting to destroy the harmony of the meeting, he suggests that the two of them
meet later for lunch.
Miller then tries to defend Suzukis position, at which point Miller and Schmidt get into a
heated debate. Salleh tries to intervene, pointing out that everyone should listen to what
each other has to say. In order to proceed with the meeting, Salleh invites Suzuki to present
his rationale, experiences and final opinions again. Believing in teamwork, Suzuki takes the
opportunity to ask the other managers to clarify some of the points discussed before giving
his opinion.
In a bid to alleviate the tension, Smith makes a joke and then asks Chen to elaborate on the
data he has presented, realizing that the Chinese representative has been waiting for an
invitation. Like Suzuki, Chen responds without drawing any conclusions and leaves the
decision to Smith. He then turns to Salleh and requests more money for research. Salleh
categorically refuses, stating that he is in charge of finances and that the entire budget has
already been allocated. Chen bows to his authority.
Smith now decides to wrap up the debate and come to an agreement. Miller immediately
recommends a democratic vote, but Schmidt insists on delaying any vote until all the
information is in. Suzuki smiles nervously and points out that the debate should continue
until everyone is in agreement. He suggests that more time should be taken to help everyone
settle down, perhaps during lunch and even a round of golf. For his part, Salleh supports
Millers suggestion for a vote, stating: God will help the majority.
Smith finds himself in the middle of a multicultural clash and calls for a coffee break,
wondering what he will do to break the deadlock. Luckily, his secretary reminds him of his
flight to Asia in two hours. Smith excuses himself and heads out to Heathrow airport, hoping
that the problem will take care of itself while he is gone.
Smith then visits Malaysia, Korea and Japan, where he attempts to tie up sales agreements.
But in every city his hopes are dashed. In Malaysia, his 9.00 am appointment with a senior
manager is changed to an 11.00 am lunch with a junior manager, Noor Ismail, who is more
interested in learning about Smiths companys past activities in Malaysia than he is in
product details.
Two days later, without confirmation from Ismail, he flies to Korea. Following tentative
agreement with a Korean junior manager, Smith has brought a contract for final signa
ture. To his surprise, the junior manager says the vice-president has not agreed the terms
of the contract and has requested a 30 per cent discount. The meeting ends with no
agreement.
In Japan, Smith fares little better, despite having laid the groundwork with his agent.
He invites the potential clients to a sushi dinner and is bombarded with questions.
Managing Diverse Identities at Work 49
But no formal order is made. Sitting in the taxi on the way to the Imperial Hotel in Tokyo at
11.30 pm, Smith is not sure that the 300 sushi bill will ever pay off and wonders where
he went wrong.
Source Elashmawi, F (2000). First published in People Management magazine 30 March 2000
(http://www.people management.co.uk/pm/articles/2000/03/2668.htm)
Discussion questions
What preparations could Smith have made to ensure a more successful outcome?
What questions does the case study raise about managing across diverse cultures?
What advice would you offer a new manager taking up a similar international role?
50
02
Perception,
making decisions
and people
management
R a i sa A r v i nen -Mu on d o
L earn i n g o b j e c t i v es
Introduction
Perception that is, the way in which we as individuals see and interpret
the environment around us and others behaviour in it has an impact
on and guides the kind of decisions we make about our own subsequent
actions. Think of organizations as living breathing organisms: although
structured around processes, practices and policies, they are inherently
52 The Employment Relationship
sustained by individual people, all with unique ways of seeing and inter-
preting the world around them, working together in groups to achieve a
purpose. Therefore, the ways in which people, both managers and those
who are managed, perceive others behaviour, as well as the practices used
and structures in which they work, are likely to have a wide-reaching
impact on organizational effectiveness. So when talking about people
management, the impact of perception, a concept that has been explored
in the organizational behaviour rubric but by and large overlooked as
a concept in its own right in the area of HRM, warrants attention as
we as thinking living human beings attempt to navigate through organ
izational contexts in which we place ourselves. Like a pebble thrown
into a pond, the impact of perception ripples through to all facets of
organizational life, including practices and processes such as recruitment
and selection, reward management, performance management, training
and development, and succession planning.
We are constantly making sense of our surroundings and choose
to act or react based on what we perceive as happening around us.
The assumption is that, based on our interpretations of observed
phenomena, we as individuals then consciously or unconsciously make
judgements and take decisions to react or behave in a given manner.
As the focus of this chapter, and indeed the book is human behaviour, in
organizational contexts I argue that the way in which people make sense
of the world in which they interact with inanimate objects, structures,
practices and processes as well as other social beings is contextual.
Our environments, both social and organizational are occupied by other
human beings, albeit in different capacities and to varying degrees,
but nonetheless we do not behave in isolation. We are social actors in
constant interplay with our environment and other social actors within
it. From a managerial perspective, the question then arises, given the
contextual nature of perception and consequent behaviour, what are
some of the signals that managers need to recognize and act upon to
manage individuals and teams to meet shared organizational goals that
are conducive to optimal business performance?
The Introduction stated that in this book the intention is to adopt
a normative approach as we explore various key OB concepts and their
relevance to people management and the practice of HRM. So if percep-
tion is contextual, what can we learn about the concept as a process
that you could potentially apply universally within practice to help you
navigate the world of organizational life in a way that will make you
an effective and motivated organizational member? This chapter cannot
Perception, Making Decisions and People Management 53
has shown. A manager who comes from a culture that values punctuality
would perhaps struggle to understand why employees from cultures that
hold very flexible attitudes towards time, for example many African and
Latin American cultures, are what he or she perceives to be consistently
late. The manager might mistakenly interpret such tardiness as laziness,
which in return may have significant consequences on the performance
management of the employees. The employees in turn would perhaps
struggle to understand why their manager has appraised them in ways
that they perceive to be harsh, since for them time is flexible and main-
taining and building relationships are qualities that are valued over
punctuality. Thus, we are constantly challenged to interpret our surround-
ings in a way that makes sense to us and, vice versa, communicate our
actions or reactions in ways that makes sense to the person at the other
end of the communication equation. In other words, successful inter
cultural communication (verbal and non-verbal) in business requires
that parties are able to understand how their decisions and subsequent
behaviour may be perceived and interpreted by others.
Points to ponder
What are the implications for our interpretations of behaviour when our
understanding of acceptable behaviour is based on distinct cultural values?
Perception
Definitions of perception seem to vary depending on the dictionary one
refers to, but one thing they all seem to have in common is the notion
that perception is inherently about how we receive information through
our senses (sensory organs) and how we then go about analysing it to
make it meaningful. In order to understand what perception may mean
Perception, Making Decisions and People Management 55
and going to work. As social actors we act out these scripts through
a variety of roles in constant interplay with other social actors perform-
ing their roles simultaneously. Not only do we structure the meaning we
infer about the roles that we play ourselves, but also the roles others act
out in a given interaction (role schemas). Schemas essentially contain
information about our underlying values and beliefs and we base our
interpretations of the world on the value systems that we hold.
Returning to the metaphor of performance is fitting here. The Concise
Oxford Dictionary of Music (2007) defines interpretation (in music)
as merely an act of performance, with the implication that in it the
performers judgement and personality have a share. In the same way,
individuals act out their roles in the environment they occupy structured
by their underlying belief and value systems (schemas). Essentially the
process of interpretation is about clarifying and explaining the stimuli
that we receive through our senses and the resulting conclusions or
assumptions are defined by the interpreting individuals personality and
judgement. Here we refer to judgement as a process of assessment (of the
situation and possible options) that leads to considered decisions about
the course of action in any given situation. If we are unique individual
thinking human beings, the assumption here is that no two individuals
undergo the exact same process of judgement, even if they arrive at
similar conclusions. The judgements we make are shaped by our previous
experiences. We make assumptions about situations and other people in
our environment all the time, often based on pre-set assumptions that we
hold and may not even be aware of. Although not particularly politically
correct to admit and certainly organizations should devise measures
that seek to manage people across the board equally it is impossible to
eliminate the impact of individual judgement in people management
practices. A survey of 300 senior managers carried out by an executive
communications and management development consultancy, for example,
showed that 70 per cent of surveyed managers prefer thinner workers
(Phillips, 2007). It was reported that appearances and weight had an
impact on the chances for success in the workplace as thinner individuals
were seen as being self-disciplined and having more self-control. It is not
clear in which cultural context this survey (Phillips, 2007) was carried
out, but it raises an interesting question about context. The findings of
the study reported that the senior managers surveyed equated thinness
with success, a common modern and Western ideology. However, in many
cultural contexts where fatness may be perceived as a sign of wealth and
prosperity, managers might be inclined to equate being overweight with
58 The Employment Relationship
asking Why do I behave the way I do? and Why do others behave
the way that they do? According to attribution theory, behaviour is
essentially determined by internal and/or external forces. Internal attribu
tion (internal locus of control) therefore refers to the process whereby
we attribute certain behaviour of individuals to internal factors such as
skills, ability, effort or perhaps dispositional traits (for example being
happy, kind, angry, mean). External attribution (external locus of control)
refers to the process whereby we attribute the cause of certain behaviour
to external environmental factors such as the organizational structure,
culture, the disposition of others or even the climate. Locus of control
(see Glossary) has significant implications for organizations. Research
conducted among managers in Skanska, a Swedish multinational organ-
ization (MNC), reported that individuals with a high external locus of
control preferred participative decision making, for example (Selart,
2005). Research has also shown that individual personality traits such as
locus of control correlate to job performance and success (Verbeke,
1994). Individuals with an internal locus of control, who equate their
personal effort with success, are likely to be higher performers than those
who believe that their success depends on external factors (Patten, 2005).
However, attribution comes with its own set of errors, which we will
discuss in the next section with other common perceptual errors.
Stereotyping
Stereotyping is a process of ascribing characteristics (positive or negative)
to a person or thing based on widely held but oversimplified ideas.
By stereotyping we categorize people or objects into groups according
to our general perceptions, usually when we dont have sufficient cues to
make an informed judgement. Stereotyping is generally seen as negative,
60 The Employment Relationship
an error, but are there situations when stereotypes can become helpful
generalizations? In intercultural consultancy, expatriates embarking on
an assignment in a new country are on the one hand encouraged to
steer clear of stereotyping and making preconceived value judgements
about their local employees and peers. Clients are guided on picking
up social cues and taught to question why things are done perhaps
differently in their host country than back home before jumping to
possibly the wrong conclusions. Trainers encourage new expatriates
to have an open mind and develop an understanding for the local context.
However, when advising on specific cultural contexts, intercultural
consultants and trainers inevitably rely on some form of generalization
or helpful stereotyping to assist clients to make sense of the cultural
customs and values of host country. After all, it would not be helpful to
any relocating expatriate to be told: Well, in France it just all depends.
Instead, trainers need to be able to communicate helpful generalizations
without judgement such as In France (or Italy, Portugal or Spain) it
is customary to greet people with kisses on both cheeks or referring
to research: Many African cultures tend to be interpersonal rather than
transactional and therefore relationships are important. Stereotypes
become unhelpful when they infer negative value judgements about
others based on broad generalizations. Most widely used examples
of this would be cultural and racial stereotyping where individuals are
judged negatively based on their belonging to a particular racial or
cultural group.
Self-fulfilling prophecies
Similar to the halo effect is the perceptual error that arises from self-
fulfilling prophecies. The self-fulfilling prophecy refers to a belief or expec-
tation, regardless of whether it is true or not, that influences ones own
behaviour and that of others in a way such that the belief or expectation
becomes true. In other words, a self-fulfilling prophecy is like a prediction
of behaviour, regardless of the validity of the perception: if it is believed
to be true, it will become so. The self-fulfilling prophecy is also referred
to as the Pygmalion effect after George Bernard Shaws stage play about
a phonetics professor Henry Higgins who sets out to transform a very
Cockney Miss Eliza Doolittle into a refined young lady. Self-fulfilling
prophecy is also known as the Rosenthal effect, after a study of the effects
of teachers expectations of students performance by Rosenthal and
Jacobson (1992). Rosenthal and Jacobsons experiment showed that if
teachers believe that students are high achievers, regardless of whether
this is true or not, they are likely to act differently towards the students
they see as gifted and therefore, in time, as the students perceived to be
gifted are given more attention they become higher performers. Needless
to say, the findings of the study have significant implications for the pos-
sible effects of supervisors expectations on employees performance. If
individuals are identified as high flyers at an early stage of their careers,
according to the Pygmalion effect, their future success is predictable.
However, who determines which individuals have high potential? What
are the characteristics of a high flyer and are they transferable across
cultural contexts? Or as you enter the world of work as a graduate, is it
just a case of meeting the right person at the right time, who sees your
particular potential, which another person might miss? The idea that
peoples potential can be realized through the power of perception is
actually quite incredible. It raises a whole world of questions and debate
around how talent is managed, particularly as organizations tackle global
human resourcing. (Talent management will be explored in Chapter 6.)
Perceptual defence
We also have a tendency to screen out information (stimuli) that we find
perceptually threatening or difficult to process. This is called perceptual
62 The Employment Relationship
Cognitive dissonance
Cognitive dissonance refers to the feeling of discomfort or anxiety that
we feel when we hold contradicting schemas. When this happens we
often reconcile by reinterpreting the conflicting information or we may
even perhaps change our beliefs. Imagine parents who are particularly
religious. They have always lived with the hope, perhaps even an as
sumption that their child will marry someone of the same faith as they
feel that two people of different faiths cannot possibly have a successful
marriage and raise a family. One day their daughter comes home and
tells her parents that she is going to marry a man of another faith. At
first the parents are very upset. They meet their future son-in-law and
find that he is kind, intelligent and successful and clearly makes their
daughter very happy as the young couple share the same vision for their
future. The parents cannot help but like him. Despite holding a very
strong belief of what they believed to be the right life choice, they change
their priorities (a happy daughter is more important than an pre-set
assumption they held based on a cultural or religious bias than practical
Perception, Making Decisions and People Management 63
Decision making
The decision-making process is often described as rational and logical,
a series of steps taken to define, assess and develop solutions, and finally
implement the solution that is thought to bring optimal results. However,
the underlying assumption is that the choices we make depend on the
ways in which we attend to, organize, interpret, store and retrieve
information (stimuli) that we perceive in our surroundings. I argue here
64 The Employment Relationship
Organizational choice
Here I will briefly introduce the idea of organizational choice, as it is
perhaps the point where perception comes into play as individuals make
decisions about the kinds of organizations they visualize themselves
working for and the kinds of individuals organizations seek to attract.
That said, the discussion will be limited to the role of perception in terms
of employer branding or corporate branding and perceived fairness of
the employment relationship (for example the psychological contract).
I argue here that individuals make decisions about positions to apply
for and seek to become a part of organizations based not only on how
fair they perceive the potential employment relationship to be, whether
in terms of extrinsic or intrinsic rewards or development opportunities
in exchange for effort expended (for example Vrooms (1964) expectancy
theory), but also on their perceptions of opportunities available and
corporate branding.
Granovetters (1995) study conducted in the United States in the 1970s
suggested that social structure plays a role in the job opportunities avail-
able; the more contacts one has, the more likely one is to be aware of
66 The Employment Relationship
new job opportunities. Although this idea has probably changed some-
what since Granovetters study (conducted more than 40 years ago) given
the explosion of technology, online advertising and recruitment, the
basic assumption that we apply for positions that we perceive as attain-
able to us still applies. Whether that perception is based on a realistic
self-appraisal of our skills is irrelevant in terms of the intent to apply.
If we see ourselves as under-experienced or under-qualified, we might be
inclined not to apply at all and thus the proposition that individuals
apply for employment opportunities they see as available to them is
reasonable. In developing countries where the technology may not be as
widely available due to poor infrastructure and in societies that are
relationship focused logically deduced, social structure would be a
significant determinant of perceived opportunities available, perhaps
even more so than in the West.
In attracting new talent, organizations need to consider what kind
of image they want to market to potential employees. Employer brand-
ing (see Glossary) is key to attracting and retaining key talent (Brewster,
Sparrow and Harris, 2005). HRs search for credibility as a discipline
and realization of brand power during a time when unemployment was
relatively low and competition for talent was high (Jenner and Taylor,
2007), has given rise to employer branding literature. In the simplest
terms, this literature is concerned with exploring how tools traditionally
adopted to market consumer brands could be used to market organiza-
tional qualities to prospective and existing employees. The Chartered
Institute of Personnel Development (CIPD) defines employer branding
as: a set of attributes and qualities often intangible that makes
an organization distinctive, promises a particular kind of employment
experience, and appeals to those people who will thrive and perform
best in its culture (CIPD, 2010a). Understanding the possible perceptions
and consequent behaviours of applicants is therefore crucial in developing
a brand image that not only attracts the right people with the right skills,
but is also realistically sustainable once the employment relationship
begins by not promising what it cannot deliver. Despite scepticism with
the global financial crisis of 2008, since unemployment is on the up
and there are more applicants then there are jobs, employer branding
still appears to be relevant, particularly for those who have realized its
power as a tool for sustainable engagement. (The next section discusses
what employer branding means for employee engagement.)
In terms of organizational choice, a study conducted by Freeman
(2003) concluded that gender differences exist in the traits men and
Perception, Making Decisions and People Management 67
Points to ponder
Do you think the findings or Freemans proposition would differ if the study was
conducted in a different cultural context and if so how?
Recruitment
Earlier we considered the role of pre-set assumptions in recruitment
decisions with the example of managers who equated thinness with
success. Since recruitment is a process of social interaction between two
or more people, the interviewee and the interviewer(s), there are likely to
be a multitude of pre-set assumptions at play that will inevitably have an
impact on the decision to recruit or not and on the interviewees decision
to accept the employment offer or not. The recruitment situation is
68 The Employment Relationship
therefore a process where both parties try to find a fit between their
own expectations and their perceptions of the situation and of each
other. Hurley-Hanson and Giannantonio (2006) found that the image
norms that recruiters have of applicants influences their evaluations and
decision making during interview processes. In this case image norms
refer to the pre-held conceptions of normal or typical appearance or
image of an applicant that the recruiter holds, which may be defined by
organizational image norms. Empirical evidence suggests that applicants
whose appearance or image do not meet the pre-set expectations of
recruiters are likely to be stigmatized during the recruitment process and
experience a subtle, yet unacceptable form of employment discrimina-
tion (Hurley-Hanson and Giannantonio, 2006). This is a somewhat
simplistic scenario, but consider a man in his twenties, with a pierced lip,
tongue and eyebrow and spiky dyed hair attending an interview for a
carer position in a nursery. Although the man is dressed appropriately
and has all the relevant qualifications and experience, do you think the
nursery manager interviewing might be inclined to draw misconceived
conclusions about the candidates ability to perform based on his
unconventional appearance? Even if the manager can look beyond the
exterior, what kind of conclusions do you think some parents who leave
their children in the nurserys care might make? As uncomfortable as
we sometimes may be in admitting our biases, it would be nave to
think that our decisions are uninfluenced by the stereotypes we hold.
Even when there are no conflicting image norms, the candidate and the
interviewer come from a similar cultural background and the organ
izational cultural context is familiar, there is still room for plenty of
personal differences that will make the recruitment and selection process
a challenging one.
Consider then when there are multiple cultural contexts in play,
when the recruiter and the candidate each come with his or her own set
of cultural values and expectations of what the other is looking for.
Imagine the room for misinterpretation if no real understanding of each
others cultural value systems exists. A study on the hiring decision
perceptions of Hispanics in the United States showed that Hispanic
and non-Hispanic respondents held significantly differing perceptions
about the hiring criteria used, which implied that the two groups held
different values about what is important (Peppas, 2006). The Hispanic
respondents perceived subjective traits such as loyalty, initiative, motiva-
tion, enthusiasm and self-confidence as significant factors in hiring
criteria. Their non-Hispanic counterparts, although they also valued
Perception, Making Decisions and People Management 69
In most if not all African cultures interaction is premised on the importance of relationships
rather than a transaction. This emphasis on the interpersonal nature of relationships is
reflected in both social and business interactions. Somewhat simplistically put, in African
cultures people often prefer to do business with people whom they are familiar with and
whom they trust. This idea is very significant for the way in which people in such cultures
may view the employment relationship between themselves as an employee and their
manager or organization. In cultures where value is placed on relationships, a sense of
responsibility and obligation towards ones family, friends and colleagues is prevalent. This
is in stark contrast to the way in which in many Western cultures, particularly in the United
States and to a great degree in the UK, the employment relationship is viewed as a
transactional agreement between the employee and the employer.
blank and explains to him that they do not have any positions to be filled so it is simply
not possible and does not engage in any further conversation. John is very perplexed by the
reaction as he has always got on well with his manager. John explains to the manager that
his wife is not happy about leaving her job behind and becoming a homemaker for
the next three years, not to mention it would not make financial sense, particularly as the
pair are paying for their three nieces education as the main earners of their families.
The manager replies that although she appreciates Johns dilemma, it is not really her
concern as at the end of the day this is about a job and reminds John that he is being
compensated well for the assignment and that should be sufficient. John is so upset at the
managers reaction that he loses any sense of loyalty and commitment he had previously
had to the organization. He feels betrayed as the company did not make even an attempt to
help him and his wife. John loses motivation to work for the company and his performance
suffers. John feels as though he is simply being used and treated as a number, rather than
valued as a person. Most of all, he feels offended as he thought that he and his manager
had developed a relationship based on trust. As a result he starts looking for alternative
work and soon leaves the company.
Discussion questions
How do you think Johns request for a job for his wife was perceived by the US
manager?
Why do you think the manager reacted as she did?
How do you think John interpreted the managers reaction? Why is John feeling
confused and betrayed?
Even if there were no available positions, what could the manager have done
differently?
What are some of the consequences for the organization of the managers lack
of cultural understanding?
74
03
Motivation at
work: engagement
and facilitation
N a h i d R oz al i n
L earn i n g o b j e c t i v es
Introduction
Employee motivation has always been a central managerial problem in
organizations and as the future unfolds the changing nature of business
for multinational corporations (MNCs) poses increasing challenges for
HR managers and policy makers. Researchers working in the fields of
76 The Employment Relationship
Employee motivation
Motivation generally refers to the willingness to exert a high level of
effort to reach any goals or to satisfy any individual need. Daft and
Marcic explain that motivation refers to the forces either within or
external to a person that arouse enthusiasm and persistence to pursue
a certain course of action (2004). Motivation at the workplace or
employee motivation refers to the willingness to exert a high level of
effort to reach organizational goals, conditioned by the efforts ability to
satisfy some individual need (Robbins, 2005). Simply put, unmotivated
employees are likely to expend little effort in their jobs, have poor
attendance and time-keeping records, resist change, produce low quality
work and exit the organization if given the opportunity. The counter
logic is then that employees who feel motivated towards their work are
more likely to be consistent, creative, enthusiastic and productive, turn-
ing out high quality work that they willingly undertake. Besides the
work content and process-related factors, other contextual factors such
as family, society and culture can influence the motivation level of
employees. The importance of differences in employee motivation and
individual needs warrants consideration. Furthermore, priorities in in-
dividual needs are likely to change over time. Consequently, in order to
manage a workforce made up of employees with individual and chang-
ing needs, HR practitioners together with middle and senior managers
would benefit from understanding existing motivational models and the
theories behind them. Understanding of the fundamentals can enhance
their ability to identify appropriate HR systems that can be matched
with employee needs.
He assumes that individuals will increase their level of desire for a lower
level need if their higher order need is not fulfilled. For example, if an
employee is continually frustrated in attempts to satisfy growth needs
(for example, promotion) in the organization, either the employees
desire to fulfil existence needs (such as salary) or relatedness needs (such
as social interaction) will emerge as a major motivating force.
In line with Maslows need theory, McGregor (1957), developed theory
Y, which implies that employees will be deprived and will make insistent
80 The Employment Relationship
Therefore, Herzberg argued that the presence and absence of job content
factors such as achievement, recognition, work itself, responsibility and
advancement lead to job satisfaction or no satisfaction but do not cause
dissatisfaction. On the other hand, job context or hygiene factors such
as company policy and administration, supervision, salary, interpersonal
relations and working conditions lead to dissatisfaction or no dissatis-
faction but do not cause job satisfaction. In order to develop the job
content of motivation seekers, Herzberg proposed job enrichment,
which involves giving employees whole tasks that require more complex
skills and greater expertise (Linstead, Fulop and Lilley, 2009). However,
Herzberg later argued that all jobs were not capable of being enriched
or need to be enriched as the hygiene seekers could be productive and
satisfied in their jobs even if they were monotonous and disliked ones
(1987).
A subsequent version of Herzbergs job enrichment theory has been
developed by Hackman and Oldham (1976) in their job characteristics
enrichment model, widely known as the Hackman and Oldham model.
According to their model, three critical psychological needs of the
employees have to be met in order to create job enrichment and job
satisfaction:
However, others have argued that there are numerous methods of reduc-
ing tensions or inequalities that are likely to be largely influenced by
individual differences or the psychological profile of the individual
(Pritchard, 1969). For example, some individuals will have a tendency
to view other people as being better off than themselves, regardless of
the lack of efficiency or the actual situation. Indeed, Vrooms (1964)
expectancy theory has a more predictive and explanatory power regard-
ing the performance in paid work settings than equity theory.
Expectancy theory
Vroom (1964), an industrial psychologist, developed a cognitive theory
of motivation widely known as expectancy theory. The theory explores
the motivation concept in terms of three elements:
and hence has failed to provide clear guidance for managerial action
(Linstead, Fulop and Lilley, 2009).
sustainable ways that are consistent with organizational goals. The levels
of intrinsic rewards are therefore often seen as being beyond the direct
control of the organization. However, Robbins (2005) argued that set-
ting flexible organizational rewards linked to each individual employees
goals and allowing each employee to choose the compensation package
can best satisfy individuals current needs whether extrinsic or intrinsic.
Furthermore, as highlighted earlier, individual differences, employees
choice or preferred factors of motivation may change over time. For
example, Wileys (1997) longitudinal study found that although some
motivational factors (for employees) seem to have remained relatively
constant over time, a significant portion of motivators have changed
over decades. Wiley (1997) claimed that the reasons for these changes
might be economic conditions, change of working environment or
industries, labour market conditions, industry competitions, change in
workers attitude, etc.
Similarly, the values workers attach to intrinsic and extrinsic job
characteristics have also been shown to vary substantially depending on
national characteristics (Adigun and Stephenson, 1992), see, for example,
the case study on page 99). Socio-economic and cultural factors have
also been used to explain cross-national differences in peoples values,
attitudes, and behaviour (Hofstede, 2001a). Inglehart (1997) found that
workers in richer countries may attach more value to the intrinsic
aspects of work and, therefore, may be motivated more by intrinsic
rewards, because they have taken survival for granted. In contrast, workers
in poorer countries may be more motivated by extrinsic rewards,
because the lower needs (for example food and money) are still more
prominent than the higher needs (such as self-esteem and self-actualization).
For example, British workers are more motivated by intrinsic job factors
such as achievement, the work itself and recognition, whereas Nigerian
workers are motivated more by extrinsic job factors such as pay, fringe
benefits and working conditions (Adigun and Stephenson, 1992) and
similarly Indian workers seem to be indifferent towards challenging jobs
according to Kanungo (1990).
of what their mutual obligations are towards each other (Guest and
Conway, 2002). Unlike a formal contract of employment, a psychological
contract is often an unwritten and unspoken deal between an employee
and an employer that addresses the concepts of mutual trust and confi-
dence, fairness and the reality of delivering on promises and may be
more influential than the formal contract in affecting how employees
behave from day to day (CIPD, 2011d). Argyris (1960) defined psycho-
logical contract as unwritten expectations between an employee and the
employing organization. Hence, the employees expectation from his or
her employer includes the sense of dignity, worth and having opportuni-
ties to learn and grow on the job. From the organizations perspective,
the employer can expect loyalty, commitment and good performance
from their employees. Therefore, psychological contract may have
greater influence on employee engagement (see Glossary) and retention
than the legal employment contract does. The psychological contract
reinforces the need for managers to become more effective in com
munication and consultation, which will help in adjusting expectations
and if necessary renegotiating the deal. In the context of international
HRM, an empirical study conducted in Taiwan found that perceived
fulfilment of the psychological contracts of expatriates significantly
influences both their adjustment to foreign situations and their organ
izational commitment (Chen and Chiu, 2009). So in this context inter
national managers should implement appropriate human resource
measures to meet expatriates expectations for their psychological con-
tracts. They should provide adequate counselling and training to assist
expatriates in minimizing any psychological barriers they might have
to adjust to in a foreign environment (Chen and Chiu, 2009). Similar
argument for intercultural awareness could be made for most work-
forces today that are made up of culturally, nationally and linguistically
diverse individuals.
According to Rousseau (2005), employees derive the terms of their
psychological contracts in three main ways:
Employee engagement
Employee engagement can be defined as the extent to which employees
enjoy and believe in what they do and feel valued for doing it (Knights
and Willmott, 2007). The term engagement refers to something more
than motivation and it can be seen as a combination of commitment to
the organization and its values and a willingness to help out colleagues
90 The Employment Relationship
Laszlo Bock, the Vice President of People Operations at Google, stated that freedom and
curiosity is what popular employer Google is all about. Being open to ideas from employees
is really what is central to Googles success as a workplace, Bock maintained, although
people may assume it has more to do with the fact that employees can bring their pets
to work or the availability of onsite car washes. According to Bock, Googles rules of
engagement with employees are as follows:
Hire learners. They are inquisitive, and when they fail, they will ask how they can do
better.
Give people the tools and resources to succeed; then let them work on small projects
in small teams.
Keep structures flat. Especially as the company gets big, information needs to
flow up.
Discuss everything you can publicly.
Give performance-driven rises. This is helpful in controlling turnover and enhancing
retention.
Reward success, dont penalize failure. If you dont fail, youre not doing your job
well. Quarterly goals are set and performance evaluations are based on these;
the company aims for a 70 per cent success rate.
In the section below we will explore what our discussion thus far then
means for critical HR practices in a global multinational environment
practices such as recruitment and selection, compensation and reward,
performance management, and training and development.
Performance appraisal
Performance appraisal is a tool to manage the performance of the
employees where individual employees and line managers engage in a
dialogue about each individuals performance and development, as well
as the support required from the manager (CIPD, 2012). Unlike compensa
tion practice, performance appraisal has been reported as a less success-
ful HR system for motivating employees (Fletcher, 2001). Goal setting
and feedback are key performance appraisal activities in organization
(Fletcher, 2001). Since an important purpose of goal setting and feed-
back is to increase individual performance it is expected that employee
motivation with performance appraisal would be positively related to
work performance (Roberts and Reed, 1996). Moreover, because perform-
ance appraisal often includes equipping employees with new knowledge
and skills, it may also contribute to employees perceived investment in
employee development. As per the psychological contract, employees
who believe their organization is committed to providing them with
developmental activities may feel an obligation to repay the organiza-
tion through high work performance. Though it has been addressed
both in Hackman and Oldhams (1976) and Ryan and Decis (2000)
Motivation at Work: Engagement and Facilitation 95
Points to ponder
As a student, how do you perceive your assessment feedback from your university
tutor? How do you react if you receive negative feedback?
Do you agree with Kuvaass findings that the performance appraisal system is
more effective in influencing employees attitudes and behavioural intentions
than in increasing work performance? Why?
In countries with a well-developed social security system, workers may tend to place more
emphasis on higher needs and are therefore more likely to be motivated by intrinsic
rewards. In countries without a well-developed social security system, on the other hand,
workers may be motivated more by extrinsic rewards that satisfy basic needs. Specifically,
intrinsic job characteristics are associated with job satisfaction in countries with high
social security and small power distances, because in these countries (for example
Denmark, the Netherlands, and the United States) socio-economic status and cultural
norms predispose people to value intrinsic aspects of their jobs more. Moreover, there is
a significant link between intrinsic job characteristics and job satisfaction in countries with
high social security and large power distance (for example Malaysia, Colombia and
Venezuela). In addition, in low social security countries people are unlikely to take survival
for granted, but they may still value intrinsic job characteristics if their country has a
relatively small power distance culture (for example Argentina and South Africa). Finally,
if a countrys socio-economic status and cultural norms constitute an environment in which
intrinsic rewards from ones job are undermined, such as those countries with low social
100 The Employment Relationship
security and large power distances (for example Egypt, Mexico and the Philippines),
intrinsic job characteristics are not related to job satisfaction. In a nutshell, intrinsic
motivation might work in countries with higher levels of social security irrespective of the
degree of power distance, while it might not function in larger power distance countries
with lower levels of social security.
Discussion questions
Are there any differences in the motivation between the employees from developed
and developing countries? How and why? Justify your answer in terms of motivation
theories and the cross-national variation in work motivation.
Do you think that employees in countries with low social security, such as Pakistan
or Afghanistan, may still be motivated intrinsically?
What HRM strategies should MNCs take to motivate employees for the subsidiaries
in countries with low social security?
101
PART THREE
Employing human
resources to work
together for a
purpose
102
04
Managing
performance
Carol i ne Bolam and S ara h Jones
L earn i n g o b j e c t i v es
Introduction
The aim of this chapter is to examine the concept of performance and
practice of PM in organizations. The intention is to help readers develop
a deeper understanding of issues surrounding the managerial challenges
inherent in managing individual and group performance, including those
associated with power, control and identity not readily found in norma-
tive PM handbooks.
Managing the performance of individuals and groups in an organ
izational context presents some very real challenges. The employment
104 Employees Working Together for a Purpose
What is performance?
A central question for our understanding of the management of performance must
be: what is performance in an organizational context? As Shields (2007) notes,
the simple answer is that it depends who you ask; for different stakeholders in the
organization performance may well have different connotations. Shareholders
of public companies may look at organizational performance purely in terms of
profitability, while customers may see the performance of an organization
as denoting quality products, value for money or level of customer service.
In the not-for-profit sector, performance may well be defined as fulfilling social
imperatives that bring positive outcomes for communities. From a managerial
perspective, the answer may be that performance is whatever management says it
is. And for individual employees, performance may not just be about getting the job
done but being seen to do so; the notion of performance as a show of some kind.
So, we can understand performance as a social construct; it is defined according
to who is thinking about it and their own values, beliefs and attitudes.
Social control
Nowadays, men often feel their private lives are a series of traps (Wright
Mills, 1959). In this, the first line from his book, Mills is expressing
how, as individuals, our lives are made up of unwritten rules that are
enforced by social pressures to conform to a reality that fits with what
those around us see as right; those with whom we identify and see an
affiliation to our own identity. Foucault (1975), describes how society
normalises judgement by defining what is correct and proper, and
therefore setting out a subjective ideology of how the people in that
society should behave. Foucault gives the example of prisons and mental
institutions in the 18th century which acted as a mechanism for demon-
strating to those that did not comply as docile bodies how they would
be treated. He saw this as corrective behaviour designed to elicit the
appropriate response in people and to create a social structure which is
regarded as orderly within the norms of that society. However, Foucault,
unlike Mills, did not see discipline as just a coercive measure; he argued
that although there are negative connotations to its usage, discipline or
control also produces reality. By this he means that it produces know
ledge in the individuals who interact in the society, who in turn act
accordingly and thus shape the society that they interact in. Foucault
draws heavily on how issues are discussed and the role of discourse in
the problematization of things. By examining how we talk about such
things as sexuality and mental illness (Foucault 1975, 1976, 1984a,
1984b) he demonstrates how it shapes our views. By defining what is
seen as an issue we also condone what is seen as the subjective norm.
As Burr (2003) says, discourse serves to create a framework to help
individuals to understand their experiences and as such, serves as a
social control. Drawing on Foucault, she explains how power is focused
through discourse to mask its coercive nature, thus persuading individu-
als that their choices lead to their actions, not societal constraints. When
we look at it this way, this means that power may not lie with the indi-
vidual, but in how the individuals or groups use language to create a
culture. Foucault argues that society has moved from sovereign power,
Managing Performance 107
the ability of one individual (king or queen) to enact power over others,
to disciplinary power, the ability of all to create power through dis-
course, in how they frame issues and concepts, in the language used.
Goffman (1959) argues that this not only affects how we speak, but
also how we act. This is substantiated by Foucaults (1975) work on
panopiticism (see Glossary), where he argues that social control is
enforced by how much we as individuals feel we are exposed to the
gaze of others. If we feel we are being observed, we are likely to show
conforming behaviours in our bid to seek approval from the society we
are part of.
Foucault argued that control is a complex relationship between the
individual and the organization and the key to holding power of control
is in how the relationship works. His work was in direct contrast and
disagreement with that of Marx, who felt that power and therefore
oppression lay in the hands of the bourgeois, or in the organizational
case, in the decision making of managers, not individuals. Evidence of
both viewpoints can be found in organizations. The traditional mindset
of work has been one where power has been with the managers and the
workers are expected to conform, but are not trusted to do so. This leads
to a culture of control through observation and systems of checking up.
In knowledge-intensive firms the power is seen much more with the
individual and the discourse is more about engagement and commitment
than control. What is important here is that workers feel trust towards
the organization and therefore want to give their own knowledge freely
in a bid to help the organization achieve its goals. Traditional organiza-
tional structures have been working on a mindset of sovereign power, or
obedience to a clear set of rules, with consequences for non-compliance.
This paradigm sees power very much in the hands of the authority, but
Foucaults argument is that there has been a shift to regulatory power,
where individuals are preoccupied with their own identity and the
technologies of self, how they portray themselves and warrant approval
from society. Regulatory power sees the power in individuals to improve
their self through a clear understanding of the socially accepted ideal.
Purcell et al (2003) stated that organizations that are seen to do well,
do so through transmitting their big idea to all the staff through their
structures and mechanisms. These companies have strong cultures based
on strategic vision that is integrated into their policies and practices,
thus setting up the social structures to influence behaviour and, in turn,
results. Those attracted to the organization will see themselves as
identifying with the values of the organization. Purcell et al go on to
108 Employees Working Together for a Purpose
emphasize that policies must reflect the vision and be meaningful to the
organization. Critical to the instrumentality of these policies is how line
managers engage with them and the people to whom they relate. These
organizations use observation mechanisms to reinforce and further com-
municate their vision and reinforce their subjective ideology. However,
as both Purcells research and Foucaults work highlight, this is not
without its problems. Purcell refers to the critical role of line managers,
the social actors who implement organizational policies and practices as
agents representing the organizations interest. But, and herein lies the
problem, line managers also bring their own set of interests, values and
interpretations to these policies and practices which has the potential to
subvert the organizations intentions.
The philosophies we have dealt with so far refer to how the socially
constructed ideal has an impact on the organization and also therefore
the worker. However, social control can also be found at a more micro
level in organizations. Again, drawing on principal agency theory (see
Glossary), micro social constructs may not always be to the organiza-
tions interest. Organizations are made up of teams of individuals that are
formed to carry out the vision of the organization, for the organizations
benefit, and ideologically speaking, for the teams members own benefit
too. However, these teams are made up of groups of individuals who
bring their own set of values, worries, mistrusts and interpretations to
the group, and therefore also influence the behaviours in the group.
In a classic factory experiment Roy (1952) discovered that informal
groups had formulated agreements as to acceptable rates of production.
To exceed acceptable rates or fall below them would lead to individual
sanctions in the group such as ridicule, criticism or even ostracism. This
experiment demonstrated the power of group influence; even though
pay is seen as the prime extrinsic motivator, in this case despite the
opportunity to earn more (as greater productivity would lead to more
pay under a piece rate system), individuals desire to conform to group
norms prevailed, clearly demonstrating the complexities of individual
motivation. Group membership and social acceptance can be seen to
play a large role in job satisfaction and how individuals see themselves
in their work environment. This experiment demonstrated that group
influences can be stronger than the individual motivations that organiza-
tions elicit.
Milgram (1973) demonstrated how easily individuals are influenced
by the group. He asked volunteers to teach people a series of word pairs.
Managing Performance 109
The volunteers were tasked with punishing those who did not learn by
giving them an electric shock. Each time the individual made a mistake
the shock level would be increased and the individual learner would get
a greater shock for each mistake made. During the experiment Milgram
found that individuals were prepared to, and indeed did, administer
shock levels way over what was deemed safe because they were told to
by authority figures. No shocks were actually given, and the learners
were actors, but the volunteers believed that they were giving a shock
to people. When a group member dissented from the protocol, as
Milgram orchestrated, he found that of the 40 times, where he asked an
actor to dissent, 30 times out of the 40 once someone dissented, others
in the group did so. Thus, Milgram demonstrates the power of influence
in the group.
Huczynski and Buchanan (2007) state that how we understand our-
selves is not based on an ultimate truth but on how we interact with
others around us, and our environment to make sense of ourselves in
this environment. Using this social constructivist argument (see Glossary),
it would also follow that group influences can either improve or reduce
a members productivity and performance.
Aronson, Wilson and Akert (1994) explain how social perceptions
can lead to social facilitation or social loafing. When in the presence of
others, if a person feels that he or she is going to be evaluated, this can
lead to apprehension, which tends to lead to better performance on
simple tasks but impaired performance on complex tasks; this is social
facilitation. If a person perceives that his or her performance cannot be
evaluated, there will not be any apprehension about evaluation that is
likely to lead to impaired performance on simple tasks but better per-
formance on more complex tasks; this is social loafing. It was also found
that the larger the team, the greater the chance of variation of perform-
ance in the group, therefore the harder for the organization to ensure
consistency of output or service.
Applying these theories of social control to international companies
also has its challenges. Using Foucaults theories, Said (1978) argues that
country cultures operate a relationship between economics, military and
political interests. These are all interrelated and affect the culture of a
country, which in turn affects its politics and its organizational cultures,
so companies that cross borders will find that their management practices
may need to diverge in order to be effective. These social constructions
are temporary and changeable as economics and politics change.
110 Employees Working Together for a Purpose
Self-control
So far we have concentrated on ideas relating to social control processes.
However, these ideas pre-suppose that in order for social control to have
any effect, self-control must also be present.
It is generally argued that personality is relatively fixed with roughly
4050 per cent of what makes up individual personality based on genetic
factors (Loehlin, 1992). Even in this relatively fixed model, however,
this leaves over 50 per cent that is thought to be directly affected by
environmental factors. Social acceptance is just such an environmental
factor.
Social acceptance has to be warranted and individuals seeking social
acceptance must therefore control their own impulses in order to achieve
group acceptance. The enormous success of self-help books such as How
to Win Friends and Influence People (Carnegie, 1936 and still in print
in 2012) demonstrates the desire of individuals to be socially successful.
Goffman (1959) argues that every reaction, movement and utterance
is done consciously with a view to demonstrating to others our social
positioning. How we frame our discourse and how we represent our-
selves is a deliberate bid to gain social acceptance with others. We form
groups and mix with others in an attempt to build our own social
identity. Kelman (1961) proposes that there are three ways in which
individuals present themselves to show they are conforming; these are
compliance, identification and internalization:
Administrative control
We have seen how individuals in the organization are subject to self-
control, the personal motives influencing their behaviour as well as social
control from the group, the norms and pressures of group dynamics
the process of socialization. These controls often happen in an uncon-
scious, unplanned and informal way. By contrast, in this section we look
at how organizations exert control intentionally to regulate self-control
and social control. Organizations do this through mechanisms, policies
and processes that constrain, influence or motivate the individuals and
teams who work for them what Johnson and Gill (1993) term admini
strative control.
The rationale behind administrative control was initiated by Weber
(1978), who advocated bureaucracy as the most rational known means
of exercising authority of human beings. Weber believed that by
creating bureaucratic hierarchy, an organization cascaded through
departments and levels the organizational objectives and control. Using
bureaucratic measurements, an organization outlined what was predict-
able and calculable. Weber argued that if decision making was made by
strict rules which have to be adhered to then control would be predict-
able and orderly, as these rules are designed and construed by people,
this turns social action into rationally formed action. Administrative
control is rooted in the approach of homo economicus, using rational
economic reasoning to make decisions to increase the efficiency of
people (for example Taylor, 1947). Johnson and Gill (1993) outline three
common types of administrative control: rules and procedures, output
control and information control. If rules are defined and behaviours are
outlined then it is clear what is expected and what is the punishment
should these rules not be adhered to. This creates a rationality to de
humanize the decision making, as it is transparent and set in the rules.
Rules and procedures are useful where behaviours predictably lead to
desired outcomes, but sometimes this is not easy to analyse. In such
situations measurements of output become more important the results
are what matter, not how they are achieved but the organization must
clearly define the expected outcome and how to measure it. Information
control is elicited through the disclosure of organizational or individual
data. By demonstrating knowledge through the publishing of data, on
financial figures or even such figures as absence, the organization is
demonstrating its power and showing its position in the hierarchy to
make these rationally formed decisions based on collected data. Such
Managing Performance 113
Definitions of PM
[PM is] a strategy which relates to every activity of the organization set in the
context of its human resources policies, culture, style and communications systems
(IPM, 1992).
Character inputs
Recruitment Finding people with the The organization PM can start before
and selection right skills, qualifications specifies pre-emptively the employment
and expertise to attitudinal and relationship begins
perform in the job. behavioural with sophisticated
characteristics of and systematic
organizational members recruitment and
(Townley, 1989) selection practices.
Induction and A process of Individuals joining an Induction can form
socialization employees adjustment organization are likely a vital part of PM
to a new job, to be seeking social processes as an
establishing working acceptance but may early opportunity to
relationships and be demonstrating establish desired
finding roles for compliance or attitudes and
themselves within identification behaviours behaviours in new
teams. rather than internalization employees as
(Kelman, 1961). internalized values.
Training and Employees acquiring According to situated Using discourse
development new skills or knowledge learning theory (Lave to influence
by formal and informal and Wenger, 1991) behaviours through
interventions such as learning is the learning. This could
training, mentoring, co-construction of be done through
coaching or on-job knowledge as a social meetings,
experience. process embedded workshops,
in a specific social coaching, mentoring
environment. or action learning.
Managing A range of practices Commitment-oriented While commitment-
the associated with employee relations oriented practices
employment managing collective and practices can be viewed may well be more
relationship individual employment as an extension of the pleasant to work
relationships emphasis iron cage shifting under for
on involvement, responsibility for employees,
commitment, employee control to the managing
engagement and individual and group performance in this
development of a rather than the way still constitutes
positive psychological organization. organizational
contract. exertion of control.
118 Employees Working Together for a Purpose
Ta b le 4.1 continued
HRM practice Self-control, social Implications
or administrative for PM
control perspective
Task behaviours
Rules and The organization makes The organization is Over-reliance
procedures, it clear and explicit to relying predominantly on on rules and
codes of its employees what is self-control to regulate procedures implies
conduct, job seen as correct and behaviour by explicitly lack of trust and
descriptions appropriate behaviour, defining its expectations necessitates
how tasks should be but will exert corrective extensive
carried out and also punishment (including observation
the consequences of expulsion) to force and checking.
non-compliance, eg the compliance of its The long-term
disciplinary procedure. members (Foucault, consequence
1975). However, for PM is that
compliance behaviours employee
are only temporary behaviour may be
behavioural strategies to arrested at the
avoid sanction (Kelman, compliance stage
1961). and does not
progress to
internalization and
commitment to
organizational
values.
Competency Structures that set out These are mechanisms Competency
frameworks the behavioural or for reinforcing subjective frameworks have
technical attributes ideologies in the potential to be
employees must have organizations. unfair and even
or develop in order to Additionally, line discriminatory in
perform effectively in managers bring their their formulation or
their jobs. They can own set of interests, implementation by
form the language values and line managers.
of performance in interpretations to
organizations (CIPD, employee assessment
2011a) and form the of competencies.
basis for assessment of
employee performance.
Managing Performance 119
Ta b le 4.1 continued
HRM practice Self-control, social Implications
or administrative for PM
control perspective
Results
Output Managers set desired Groups exert informal The power of
control and output levels or influences on individual informal group
objective objectives and monitor members that regulate influence cannot be
setting achievement against outputs and underestimated in
the plan. achievement of PM as an extrinsic
Performance- There are variable pay objectives and can motivational factor
linked reward schemes, linking disrupt extrinsic and should be
practices achievement of pre-set motivational techniques borne in mind
objectives aligned to such as piecework in the design and
business strategy with schemes (Roy, 1952; implementation
incentive or bonus Milgram, 1973). of output-oriented
payments. PM practices.
The PM process becomes a cycle when the results determine the organ
izations response in the form of new inputs to character, a training and
development intervention for example, to influence the performance
being achieved (see Figure 4.1).
To illustrate the PM process in practice we now focus on three mana-
gerial PM practices looking at how managers use this process and prob-
lems they may encounter.
120 Employees Working Together for a Purpose
Character inputs
Recruitment and
selection
Induction and
socialization
Training and
development
Managing the
employment relationship
conveying the right messages. If one also factors in such issues as leader
member exchange (Dansereau, Graen and Haga, 1975), which is the
early influence of managerial relationships, it is vital that managers use
the induction phase sensitively to build up strong commitment with new
members of staff. Achieving successful inductions can be difficult; they
are time consuming and need to be tailored to individual need. Managers
may complain about the amount of time and personal effort that induc-
tion requires, but this is important for leadermember exchange and
building a reciprocal relationship. Often, companies run inductions for
all new staff, which are a way of introducing important policies and
rules, but these can be impersonal and do little to build relationships.
It is, therefore, crucial to also draw up individual schedules to help
people settle in. Drawing on knowledge creation theory, we can use
Nonakas (1994) model to demonstrate how induction acts as a form of
PM. The first stage of this model is socialization; here the individual is
given the chance to network with people and demonstrate his or her
existing knowledge of the job. This is followed by externalization, where
the individual is exposed to new explicit knowledge, both structured
and unstructured. This new information is then combined with what
the individual already knows in the combination phase, followed by the
internalization phase where the individual can create new knowledge to
help him or her to better carry out the role.
and become out of date easily as they usually comprise what were
seen as desirable behavioural traits in the past. As businesses change
constantly this can be problematic, so in order for competencies to
remain effective, organizations need to regularly review and update the
categories. As with all PM techniques, they are only as good as the user.
Managers can interpret their meaning and this can mean that some
behaviours are seen as more important than others, depending who is
administrating the process in the area. Therefore it is important to train
managers in how to use them effectively.
Discussion questions
How effective are PM practices in improving individual, team and
organizational performance in your organization (or one with which
you are familiar)?
Think about how your organization (or one with which you are
familiar) manages the performance of employees. Would you
describe these practices as commitment- or control-oriented?
Do you agree that managing performance is managing the
business?
Do you think that 360-degree appraisals are a fairer way of
reviewing individual performance than through manager feedback
alone?
Managing Performance 125
James was a team leader of a small group dealing with motor vehicle insurance in a
company providing commercial insurance and financial advice. He had been with the
company for six years, and three years ago was promoted to team leader, showing a lot
of early promise. But James was unhappy with his line manager, Paul. When he took over
as line manager two years ago, says James, we were having problems with a couple of
members of the team, who were not performing well, and who were a disruptive influence.
My line manager was not happy with the fact that it took a long time to resolve the problems,
and that team performance suffered. Paul didnt realize how careful you have to be if you
want to discipline and dismiss someone. After that he always saw me as a poor team
leader; he was constantly on my back, watching me and checking up on me. He just didnt
let me run the team in the way I would have liked to.
James went on to say that his line manager told him that he was weak, and not good
at motivating his team. Paul often sat in on team meetings, talking directly to the team,
undermining James authority. He wanted to see target and performance figures regularly,
and spent a lot of time telling James how to run his team, and how to get the best out of the
team members. James started to doubt his own abilities and became an inconsistent team
leader, sometimes coaching and supporting team members, sometimes criticizing and
threatening them, particularly after he had had a difficult session with Paul.
The team members were unhappy, not sure whether to trust James, or see him as a failure,
as his line manager did. They resented his inconsistent behaviour. One member of the
team left, several attempted to move to other departments, and performance was poor.
Paul had been appointed from outside the organization and had built up a good record of
getting teams to work hard and productively. By this point he was fed up with James, and
had decided to get rid of him. He was too concerned with being liked by his team. He
couldnt push them, or deal with poor performers. I couldnt rely on him to get work done,
and I had to spend a lot of time monitoring him and the team. I had to set targets, and check
performance. If I left the team to itself it wouldnt perform. I hadnt got the time to keep
telling this team what to do but I just didnt trust James to performance manage this team
effectively on his own.
126 Employees Working Together for a Purpose
Discussion questions
Reflecting on some of the issues considered in this chapter relating to social and self-
control perspectives:
Why do you think the relationship between James and his line manager Paul had
become so difficult?
Without intervention what do you think would have happened?
If you had been asked to advise on what actions to take that would have avoided
James leaving the organization and to ensure the team worked more effectively,
what would you have proposed?
127
05
Leadership,
communication
and organizational
effectiveness
L i n da Hol b e c h e
L earn i n g o b j e c t i v es
Introduction
Interest in leadership as a concept and a practice is not new, yet in recent
years leadership has become one of the most topical themes in the OB
pantheon. Recently, a quick internet search on the subject of leadership
yielded about 358,000 entries in 19 seconds!
This chapter considers why discussion about leadership has become
so prominent in recent decades. Any discourse about people manage-
ment must take into account the changing nature of organizational con-
text, and while it is beyond the scope of this chapter to consider all aspects
of the context in which organizations are operating, specific aspects will
128 Employees Working Together for a Purpose
also driving the growth in interest in leadership. Over the last two decades,
the increasingly knowledge-based economy has brought about a sea
change in the nature of work and the skills required by workers.
Organizations are becoming complex and networked, with speed of
innovation seen as the means of staying ahead of the competition.
In comparison to older economies, where growth was based on physical
assets, such as facilities and equipment, growth in the new economy
is said to occur through innovation rather than mass production; value
is measured on less tangible assets such as intellectual capital, talent
and patents.
Similarly, the more diverse and multi-generational nature of work-
forces and the widespread use of social media by employees as a means
of connecting with other people are factors driving the need for diffe
rent forms of communication and for different styles of leadership
than in times gone by. Old style command and control leadership styles
seem out of place in such contexts where getting work done depends
on collaboration and adultadult, employeremployee relationships.
How leadership theory is developing in response to these changing
external environmental factors will be discussed in more detail later in
this chapter.
More generally, the growing interest in leadership in the corporate
world might also be explained by the seemingly high levels of change
and restructuring taking place, often in response to the challenging
business context. In their study of the top business leaders of the last
century, Mayo and Nohria found that an innate ability to read the forces
that shape the times in which they live and to seize on the resulting
opportunities is a characteristic of successful top leaders. These
writers argue that it is a lack of contextual sensitivity to the zeitgeist
that can cause any leader to fail since, as they point out: Companies
dont succeed or fail in a vacuum. When it comes to long-term success
the ability to understand and adapt to changing business conditions is
at least as important as any particular personality trait or competency
(2009).
The complexities of todays business environment, particularly the
financial crisis and subsequent broader economic and social malaise,
are contextualized as providing high levels of stress and ambiguity
for almost all businesses and employees. It could be argued that the
primitive human need to identify with a community that provides
security, protection, maintenance and a feeling of belonging is as strong
as ever, and that this need is now met by the informal organization and
130 Employees Working Together for a Purpose
What is leadership?
Leadership is a compelling, yet elusive, topic. Definitions of leadership
abound, for instance: Leadership is about capturing attention and moti-
vating people to follow your way your vision and your dreams (Augier
and Teece, 2005). Leadership is about influencing others to accomplish
organizational goals (Tubbs, in Tubbs and Schulz, 2006). Yet, according
to several commentators, in spite of the plethora of studies, we still seem
to know little about the defining characteristics of effective leadership
(Dulewicz, Young and Dulewicz, 2005). Indeed as a scientific concept,
leadership is a mess (Augier and Teece, 2005).
As a theme, leadership can be contentious, giving rise to many
debates:
determined and will vary according to the lens used to consider the ques-
tion. For example, while Genghis Khan, Attila the Hun and Hitler may
have been considered great leaders by their followers, those who feared
them took a different view.
Yet a review of leadership literature, both pre- and post-2002, high-
lights how much of this reflects Western, particularly US theory. Arguably
this is because the dominant form of global capitalism over the past
30 years is Anglo-American and is underpinned by neo-liberal ideology
(see Glossary), which Hutton refers to as free market fundamentalism
(Hutton, 2010). This involves the deregulation of markets, reducing the
size of the state, the pursuit of competitive advantage and corporate and
individual survival of the fittest.
Related to this ideology and the pursuit of shareholder value is the
development of managerialism, which we will return to later in this
chapter. Leadership theory and mainstream management writing, much
of it by consultants, has burgeoned since the 1980s, a common charac-
teristic of which is an acceptance of the prevailing conditions that require
leaders to behave in certain ways.
Points to ponder
What other types of leaders or leadership in other cultural settings (for example
ethnic, geographic, gender, organizational, political) can you think of?
Essentialism
The ontology (see Glossary) of essentialism is that there are two realities
of phenomena: one that is the essence (which is real and knowable) and
the second that is perceived. While the essence is perfect and ideal,
Leadership, Communication and Organizational Effectiveness 133
Trait theories
The essence of leadership approach underpins trait theory. Trait or
great man theory is an individual orientation approach. In the past, the
personal qualities, characteristics or traits of heroic figures or great men
were studied and used as templates against which leadership potential
could be understood and assessed. In leadership development pro-
grammes, special individuals stand out in the popular imagination or
memory as great leaders, for example Joan of Arc, Ghandi or Martin
Luther King, people whose actions appear pivotal in moments of crisis.
They have a vision of what can, and should be done, and can communi-
cate this to others. From this, it would be easy to assume that the nature
of leadership is common across all cultures. In leadership, the essentialist
focus is on who leaders are, what they pay attention to, as much as what
they do. Even today, we use idealized competency templates to assess
potential for leadership.
Behavioural theories
In the 1940s theorists started to focus more on how leaders behaved with
respect to other people, rather than on their traits alone. The assumption
134 Employees Working Together for a Purpose
Contingency theory
Contingency theory is a class of behavioural theory that claims that
there is no one best way to organize a corporation, lead a company or
make decisions. Instead, the optimal course of action is contingent
(dependent) on the internal and external situation. Fiedlers (1994)
contingency model proposes that the leaders effectiveness is based on
Leadership, Communication and Organizational Effectiveness 135
Transformational theories
Weber (1947) was the first to distinguish between transactional leaders,
such as bureaucratic leaders, and transformational leaders, such as char-
ismatic leaders. Since the 1980s, the charismatic, visionary or transfor-
mational approaches all individual orientations (ie consistent with the
essentialist and atomist view) have come to dominate Western leader-
ship theory (Burns, 1978; Bass, 1985). Such approaches emphasize the
leaders ability to influence others to act. Weber (1947) defined charisma
as a certain quality of an individual personality, by virtue of which he is
set apart from ordinary men and treated as endowed with supernatural,
superhuman, or at least specifically exceptional powers or qualities.
The charismatic leader gathers followers through dint of personality
and charm, rather than any form of external power or authority.
The charismatic leader and the transformational leader have many
similarities, in that the transformational leader may well be charismatic.
The main difference is in their basic focus. Whereas the transformational
leaders focus is on transforming the organization and, quite possibly,
their followers, the charismatic leader may not want to change anything.
Exemplar transformational leaders are generally viewed as having a clear
vision, strong values and courage, together with the ability to inspire a
devoted following and to develop their followers. This approach, being
value- or principle-led is not always flexible.
Collins influential book Good to Great (2001) describes the nature
and characteristics of level 5 leaders who, in his view, are the leaders
best able to help organizations break through to greatness. In contrast
to many conventional characteristics of heroic leaders, who are stereo
typically assumed to charismatically, assertively and visibly take charge
in given situations, level 5 leaders are described as humble and of low
visibility in the organization. They work for others and themselves; they
136 Employees Working Together for a Purpose
Contextualism
In contrast, contextualist theorists (see contextualism, Glossary) believe
that a complex system of cultural, social, psychological and historical
differences constitute human experience (Owen Jones, 1996). They do
not deny that phenomena such as leadership exist; however, they argue
that such phenomena are more complex, multi-faceted, and varying than
previously envisaged.
One concept underlying much of contextualist theory is that reality
is socially constructed. Social constructivism is the belief that reality is
developed through peoples interpretation of the world, rather than re
presenting a universal essence (Calas and Smircich, 1996). Contextualist
scholars have challenged previously held universal truths and essences
because, in this view, there is no objective vantage point (or reality) and
our perceptions are the only thing we can come to know. Contextualists
also question whether universal essences or truths even exist beyond our
perceptions. Instead, knowledge is seen as contingent on local condi
tions and contexts, the phenomena under consideration being always
in a state of becoming. Accordingly, reality is a social and cultural con-
struction, not an idealized form beyond our immediate perception.
By examining multiple interpretations, a shared sense of reality can be
detected; nevertheless, our understanding of reality is always partial and
imperfect. Each of us generates our own rules and mental models
which we use to make sense of our experiences.
Similarly, there are no universal, essential, and transcendent aspects of
leadership. For contextualists, leadership is shaped by individual, (local)
conditions, circumstances, time, and variations of human experience.
The emergent nature of leadership is emphasized, rather than the specific
behaviours demonstrated by the leader. A leader is not a person who
leads others but rather a person who is spontaneously followed by others
before he or she is aware of it. A resonance and a swell of support, rather
Leadership, Communication and Organizational Effectiveness 137
Points to ponder
Reflecting back on your earlier discussion, how do your own observations about
leadership link with these various schools of thought?
Points to ponder
Reflecting on your experiences and views about leadership, how would you
categorize your own responses?
In the next section we will consider aspects of context that gave rise
to the forms of managerialism and of HRM that are familiar today.
In contrast to mainstream views about leadership, management and
HRM, we will now consider these themes through the lens of critical
management scholarship.
Managerialism
For many critical scholars, the prominence of leadership in mainstream
theory from the 1980s onwards reflects the promotion of managerialism,
an explicitly political project to better control and exploit labour in the
interests of the capitalist class and its agents (such as corporate leaders).
Effective management, and reducing the power of organized labour,
came to be seen by governments from Margaret Thatchers UK premier-
ship and Ronald Reagans US presidency onwards as the panacea for
all economic ills. High levels of unemployment during the 1990s allowed
managers to control recruitment and introduce more flexible structures,
removing many aspects of the bureaucratic employment relationship,
such as job security, and embed managerialism. The point was, of course,
to unpack the corporatist settlement, which involved a critique of
managers as a class, and to align what they are, who they align with,
and what they do, with neo-liberal capitalist interests.
Top managements task was to increase shareholder value by provid-
ing customer value, stimulating innovation, finding new markets and
Leadership, Communication and Organizational Effectiveness 141
Points to ponder
In such a context, to what extent can leadership be both genuine and mutual
(ie balancing the needs of external and internal stakeholders) when measures
of success are short term and oriented to creating value for shareholders?
Stewardship
Though Burns, Bass and others were writing about the moral purpose
of leaders from the 1960s onwards, arguably the moral dimensions of
leadership have had a relatively low profile in leadership literature until
recently. In this post-Enron age, there is a growing literature with an
emphasis on organizational ethics, with leaders expected to act as
stewards of their organization (Kets de Vries and Korotov, 2005).
Moral leadership is seen as key to high standards in public life. Business
leaders are expected to have strong values and to act as role models for
ethical practice (Tubbs and Schulz, 2006). However, some theorists
argue that leaving the ethical stewardship of organizations to individual
leaders may be unwise or unrealistic. Augier and Teece (2005) propose
that leadership skills should be channelled and checked in the political
context by the instruments of political governance. Moreover, it could be
argued that when leaders act in ways that imply mutuality of interest
between employers and employees, when they are in fact acting in the
interests of owners, this might be viewed as little more than a sophisti-
cated and cynical attempt to persuade employees to do things that might
not be in their interest.
Capability building
There is also a growing literature theme about leaders as builders of
organizational capability and agility. The extensive scale and impact
of the economic downturn has demonstrated that a step change in leader
ship thinking may be required away from the short-termism inherent in
the pursuit of shareholder value. Prahalad (2009) and others argue that
leaders should shift mindsets and increase their risk appetites, moving
out of reactive or defensive or responsive mode with respect to the busi-
ness context into a shaping mode. This will require building robust yet
flexible business models and strategies that can be executed fast and
well, helping organizations get ahead and stay ahead of the competition.
This involves specific skills such as continuous scanning of the environ-
ment, collective intelligence gathering; processes for involving employees
in thinking through the implementation implications of choices that
have surfaced. Dive (2008) argues that leaders must simultaneously hold
people (and themselves) to account for their actions and performance,
and should use structures as a tool to define accountabilities.
146 Employees Working Together for a Purpose
Handling paradox
The literature suggests that leaders must be versatile, learn to embrace
paradox, be strategic and operational, forceful and enabling (Kaplan
and Kaiser, 2006). In line with popularized notions of emotional intelli-
gence (Goleman, 1996), such versatile leaders have high self-awareness
and self-control; they are able to bring out the best in others by their
insight into what makes others tick. Developing this versatility requires
leaders to find sources of advice they can trust and to handle uncertainty
by reflective conversations. For Joni (2004), the first step of any leader-
ship development journey requires leaders to look at themselves intensely
and critically leaders need self-insight and must grapple with their
shadow sides. They need moral codes that are as complex, varied and
subtle as the situations in which they find themselves.
Involving people
Rather than being about a set of traits, leadership is increasingly
regarded as relational and contextual, reflecting the complexity of
organizations. According to Spears: We are seeing traditional and hier
archical modes of leadership yielding to a different way of working
one based on teamwork and community, one that seeks to involve others
in decision-making, one strongly based in ethical and caring behaviours
(2004).
There is a growing recognition that top managers may not have
sufficient and relevant information to make highly effective decisions
in a fast-changing and complex world (Pearce and Conger, 2003). The
principle of involving employees in issues that affect them was promoted
by HRM discourse from the outset, but it might be argued that, since
many employees no longer have their voice formally recognized through
institutionalized means such as the collective bargaining and consulta-
tive employee relations model used from the 1950s to the 1970s the
need for more direct employee voice mechanisms has become increasingly
salient.
Communication must be of a high order, not just top-down but also
two-way. Numerous case studies detail how executives are using social
media to cut across hierarchy and engage employees in honest con
versation about strategy and change. Such moves imply a potential
rebalancing of power, not simply a new vehicle for top-down leadership
communication from bridge to deck.
Leadership, Communication and Organizational Effectiveness 147
Points to ponder
To what extent do you agree that more democratic forms of shared leadership
require a different context? What conditions would need to be present for such
leadership to emerge?
Is there any sense that a more collectivist, if not pluralist, environment for
leadership is credible or not?
Discussion questions
On balance, how would you now define effective leadership?
How much do the leadership theories discussed above reflect
predominantly Western views?
What is the HR functions responsibility with respect to leadership?
In many organizations, trust is often a casualty of change. What can
individual leaders do to avoid losing trust during challenging times,
or to regain it?
every level; at the very least top leaders are expected to involve
people actively in issues that affect them. These more democratic
forms of leadership appear congruent with evolving definitions of
organizational effectiveness that emphasize mutuality.
For such forms of shared leadership to emerge, emphasis is placed
on employee development and on managers creating the
environment to allow staff to release potential and discretionary
effort. As a result, organizations will be populated by employees
working in high performing, highly motivated and committed
teams, who can proactively shape some of the context around
them, and successfully implement strategy.
The UKs NHS has been subject to considerable government-driven change in recent years.
Many of these changes have involved policy initiatives to modernize the NHS and subject
it to market disciplines. Foundation Trusts, which came into being under the Labour
Governments (19972010), give NHS institutions a relatively high level of management
autonomy, as well as a degree of independence from centralized financial control which
makes this form of status highly desirable. Since Foundation Trust status is only granted to
successful NHS organizations, the pressure is on to improve standards and performance
against national targets and outcomes, while increasing organizational scale and scope by
taking over other institutions.
FT1 is a large, diverse NHS Foundation Trust which, at the time of writing, was on the
acquisition trail. Directors and HR business partners at FT1 are experienced at managing
integration and FT1 has developed a reputation for being able to convert what are by some
considered failing institutions into more successful bodies once they have been
incorporated. Organization A, for example, one of FT1s acquisitions, had been previously
judged to be failing to meet NHS measures such as the four-hour target on admissions and
reducing infection rates of MRSA. The organization was considered to have cultural
problems. FT1 acquired organization A and embarked on a structured programme of
integration.
taken a total integration approach to organization A and the structure of the organization
did not recognize the needs of local sites. In times of trouble, FT1 adopted a more command
and control style of leadership to address performance. FT1 recognized that organization
A required better local leadership to engage local communities and staff. This needed to be
balanced against the requirement for corporate efficiencies in entering an era of austerity.
How did this happen?
A significant factor was developing a new approach to leadership. FT1s new CEO wanted
both a coherent corporate strategy and also to do what was right for each hospital and its
stakeholders. This can of course lead to tensions between local and corporate, but the CEO
supported management teams in working through these. He set great store by building
constructive relationships with stakeholders, especially the site management teams. The
CEO encouraged site teams to create a local partnership, to get the hospital more connected
to the people it serves. Indeed, the CEO sees his role as being a buffer to absorb some of
the bureaucratic and other pressures on site managers to give them greater freedom to lead.
The CEO recognized the need to strengthen the site leadership team at organization A, and
to develop a new approach to responding to the needs of the local community it served. For
the first three months in his new job, the CEO made himself visible in organization A and FT1
by going back to the floor and encouraging anyone in the workforce, at any level who
wished to, to come to see him. He also met with external partners. To the workforce the CEO
came across as genuine and he demonstrated the need for an engaging approach to
leadership and culture.
For the directors, as part of management in a Foundation Trust, the overall pace of activity
increased and became more concentrated. They were therefore pleased to receive support
from members of FT1s organization development team, who provided 360-degree feedback,
coaching and structured programmes such as back to the floor. The focus was on building
collegiate working among directors, then on building directors capability to lead and
become champions of change. Directors and senior managers were also able to access
other forms of leadership development which helped them see the benefits of being part of
a bigger whole and better understand their role in delivering a national agenda and in
building capability.
For staff in FT1 as a whole, the fast and demanding pace of change can be wearing.
Employee engagement surveys suggest that, while most employees remained willing to go
the extra mile, their overall engagement scores during the acquisition period were down
on previous years. The CEO acknowledged the pressures people were under in his frequent
blogs. At the same time, he let people know that they would have to work differently so that
FT1 could continue to deliver its purpose to its stakeholders. Staff engagement is now
improving and plans continue to develop an inclusive, engaging leadership culture.
FT1 has recently acquired a community services organization and has put into practice
the lessons learned from the acquisition of organization A. Local leadership and staff
engagement have been fundamental and have had a positive impact on the success of the
latest acquisition.
Leadership, Communication and Organizational Effectiveness 153
Discussion questions
How would you assess the role played by the CEOs role in leading this integration?
What kinds of leadership does this case study demonstrate?
What do you see as the key leadership challenges of this case study? How would
you address them?
What do you consider to be the strengths and limitations of the approaches taken to
strengthen leadership at FT1 and organization A?
154
06
Talent management
R a i sa A r v i nen -Mu on d o and Q i We i
L earn i n g o b j e c t i v es
Introduction
Talent management has received increasing attention from academics
and practitioners alike in HRM, global HRM and OB commentary.
Talent management has been associated with core HRM processes such
as recruitment and selection, performance management, retention, career
development and succession management. The assumption here is that
managing talent effectively would generate value to an organizations
performance and development. Although the notion of talent manage-
ment has been around for over a decade, there seems to be an air of
156 Employees Working Together for a Purpose
ambiguity about it. It has been criticized for being merely a fad with
nothing truly novel to offer to people management practice. However,
we suggest here, as Scullion and Collings (2011) imply, that part of the
difficulty in situating talent management in the broader management
discourse, and the reason why it is left open to critique, is that talent
management not only lacks consensus in definition and theoretical
development, but is also often equated with HRM. One can argue,
as we will later in this chapter, that the two are inherently distinct despite
their numerous similarities. However, in building the case to demon-
strate that talent management warrants attention from academics,
practitioners and corporate leaders alike, this chapter will argue that
talent management must be seen as part of the wider HRM agenda,
rather than somehow separate or in competition with it. The purpose of
human resources is to add value to organizations, but for some reason
HR as a function seems to be continually trying to prove that it is worth
the investment and position as a business partner rather than merely an
administrative function (Lawler, 2005). It is the HR functions job to create
policies and practices that enable the recruitment, development, deploy-
ment and retention of the kind of human capital that will improve
organizational effectiveness and create value for the company (Lawler,
2005). In this chapter we argue that one of the ways in which HR can
contribute to organizational effectiveness is by enabling the recruitment,
development and retention of key talent through talent management
processes. Furthermore, it is HRs responsibility, together with middle and
senior management, to identify key roles for which talented individuals
are needed. Most importantly, we propose that although the develop
ment of processes and practices from a traditional HRM perspective
can contribute to the management of talent, successful talent manage-
ment requires a more holistic approach that recognizes the influence
of and consequences for individual perceptions, behaviour and motiva-
tion to work. Talent management as strategy, practice and method can
be applicable to all areas that are traditionally grouped under the OB
cannon, but in this chapter the discussion focuses on just a few: percep-
tion, motivation and employee engagement. Successful management of
talent requires multiple perspectives in that it is relevant as much at
organizational level (structural and functional) as it is at individual and
group level.
Simply put, organizations have the opportunity to build sustainable
competitive advantage by selecting, developing and retaining the right
people. There is an entire body of literature dedicated to demonstrating
Talent Management 157
the link between HRM, human resources development (HRD) and com-
petitive advantage (for example Ulrich, 2001). If we follow the logic of
an organization is only as good as the people in it, then we can assume
that organizations would endeavour to select the most capable and
talented individuals. However, this raises several questions. How can
and do organizational leaders and HR professionals determine who is
talented and who is not? Three practical management problems can
be identified:
Talent management involves getting the right people in the right job
at the right time and managing the development of people, which
does not necessarily make it different from HRD or HRM.
Talent Management 159
However, talent management may use the same tools as HRD but
focus on a relatively small group of employees the talent pool.
Finally, talent management involves organizationally focused
competence development through managing and developing
talent. The focus here is on talent continuity that is linked to
succession planning and HRM planning, which we discuss later
in the chapter.
The OB perspective
We would encourage you to look back at Chapter 2 on perception and
decision making and Chapter 3 on motivation. Although these chapters
do not discuss talent management explicitly, it is easy to see how the
notion of perception and motivation are inherently linked to the way
talent is identified, managed and developed as well as the resultant con-
sequences as you work your way through this chapter. The underlying
assumption here is that the way in which we perceive the world around
160 Employees Working Together for a Purpose
Talent identification
The talent ideology
How has the talent ideology developed in the corporate world? Generally
talent implies rarity. After Penrose (1959) ascribed importance to mana-
gerial and technical talent for firms growth and sustainable returns,
the talent ideology was formally set out in an article The war for talent
by McKinsey consultants. The term war for talent was originally coined
by McKinsey & Company in 1997 as a result of its research on talent
management practices and beliefs (McKinsey & Company, 2001). The
term has been widely used by practitioners and academics to describe
a phenomenon that most organizations had been experiencing, but one
that remained unnamed and in need of further clarity. Three major
points emerged from the article:
Talent Management 163
Defining talent
What is talent? How do we define it and once we have defined it how
can we be sure that what we mean by it is interpreted in the same way
by others? What are the benchmarks? The rubric at times implies there
are some universal truths, but anyone thinking logically can see that
talent depends on a multitude of factors whether industry, company or
discipline related, so why do we talk about it in general terms? Is the
talent pool bound when individuals once enter, are they in it for the
164 Employees Working Together for a Purpose
duration of their careers, or can they dip in and out, and who decides
that? Or is being defined as talented really just about having the qualifi-
cations and meeting the right person at the right time, who for whatever
reason thinks you have what it takes?
The original concept of talent by McKinsey & Company is not clear,
and how the word has been used has become more complex. In ancient
Greek, a talent described the amount of silver required to pay the
monthly wage bill of a crew of a large warship known as trireme. Thus,
the original meaning of the word talent can be interpreted as something
that donates value. The concept of talent has been defined in various
ways (Buckingham and Clifton, 2001; Rath and Conchie, 2008;
Robertson and Abbey, 2003). The CIPD defines talent as consisting of
individuals who can make a difference to organizational performance
either through their immediate contribution or, in the longer-term by
demonstrating the highest levels of potential (CIPD, 2011b). Buckingham
and Clifton (2001) identify that talent refers to a natural recurring pat-
tern of thought, feeling or behaviour that can be productively applied.
When talent is augmented with knowledge and skills, the results become
individual strengths. In other words, individuals could never possess
strengths without requisite talent. Morton (2004) and Goffee and Jones
(2005) define talent as a handful of employees skills, knowledge and
cognitive ability and potential. Ingham (2006) considers that talent is
a critical ability set that is difficult to obtain in the labour market. So
talent is regarded as a scarcity of skills.
Some other researchers define talent as a core group of leaders,
experts and other key employees who are the best performers in the
organization. For example, Huselid, Beatty and Becker (2005) describe
high performance employees who hold strategic positions as talent.
They further note that organizations need to adopt a portfolio approach
to management, placing such talent in support positions and dismissing
non-performing employees and jobs that do not add value.
Based on a comprehensive literature review of the term talent,
Pianmsoongnern and Anurit (2010) identify two categories. The first
is individual potentials talent is a quality possessed by people that
drives outstanding performance. The second is potential people talent
is a generic term for people who hold key positions, such as organiza-
tional leaders, high performers who make unique contributions to an
organization and those who possess excellent knowledge and skills. Thus,
on the one hand, maximizing peoples inherent talent may drive them to
perform well. On the other hand, a group of employees having above
Talent Management 165
Points to ponder
labour shortages;
changing demographics;
greater demand for worklife balance;
skills gap;
experience gap;
increased professional mobility;
lagging educational attainment.
Research has indicated that the competition for talent has been created
as a consequence of labour shortages (Boudreau and Ramstad, 2005;
Brewster, Sparrow and Harris, 2005). In addition, competition for talent
arises from the changing demographics of the labour market as well as
a greater demand for worklife balance (Tansley et al, 2006).
Galagan suggests that an increasing skills gap, that is a gap between
organizations current capabilities and the skills it needs to achieve its
goals, a consequence of the recent financial down turn, challenges
organizations to think more strategically about how they manage their
key human resources who hold the knowledge and skills needed to
create and sustain competitive advantage for their organization (2010).
Bridging the increasing skills gap is not only a challenge for organizations,
Talent Management 169
Points to ponder
Talent
identification
Talent Talent
planning categorization
Employee
engagement
Figure 6.1 Talent wheel. Reproduced from Kock, R. and Burke, M. (2008) Managing Talent in the South
African Public Service. Public Personnel Management, 37(4), 457470. (For further information on Public
Personnel Management see www.ipma-hr.org)
Angola is one of Africas largest producers of crude oil, along with Nigeria and thus attracts
foreign MNCs to its shores. Angolan governments policies and practices have historically
had a significant impact on the way in which MNCs operate and thus strategically manage
their own human assets in the country. MNCs are under increased pressure to localize their
workforces as work permit regulations are seemingly tightened, thus restricting the number
of expatriates companies are able to deploy to Angola. Such barriers carry implications for
the success of knowledge transfer processes in MNCs and potentially places increasing
pressure on MNCs to send local employees abroad for training rather than relying primarily
on expatriates to transfer skills and know-how to their local counterparts. The dynamic is
further complicated and made topical by the acute shortage of local skilled professionals
(Kreeft, 2009) as a result of Angolas 27-year civil war that only ended in 2002 and the rapidly
growing oil business. Talented and experienced Angolans appear to be in short supply and
high demand.
Discussion questions
Can you think of other countries where differences between local and typically
Western cultural values inherent in MNCs may influence the way talent management
or development practices are received by the individuals that have been identified
as somehow talented? Discuss using examples.
How would you define talent? Using cross-cultural management knowledge, can
you recognize any characteristics in your definition that would reflect your specific
cultural values?
What kind of qualities and skills do you think MNCs are looking for in their high
potential employers? What kind of similarities do you see in your definition of talent
and in the qualities and skills you think corporate leaders of MNCs are looking for?
180
PART FOUR
Shifting contexts
for organizational
behaviour
182
07
Conflict, power
and politics
P h i l i p Dav i es and Ro d S m i t h
L earn i n g o b j e c t i v es
Introduction
The study of conflict, power and politics has engaged the interest of
scholars and practitioners for centuries. The intention of this chapter is
to show how a linked approach that uses the twin lenses of OB HRM
can offer richer insights than a single track approach. Politics is, however,
often difficult to discuss in organizations. It is often said by practitioners
to be the elephant in the room a term in general use meaning that you
are ignoring the obvious problem. In some respects the term politics has
acquired the status of a taboo that refers to someone or something that
cannot be named. For example, Croziers classic study of organizational
politics (1964) had to use anonymous organizations.
Our unease about discussing politics has been heightened by recent
financial problems in the Eurozone and United States as well as global
issues such as environmental change, that challenge our view in the
West of the world as beneficent. Can politicians be trusted to put the
184 Shifting Contexts for OB
problems right or are they beyond repair? So when the term politics is
used in the context of organizations it arouses complex and contradic-
tory responses. To help answer such questions about the role of politics
in organizations we first need to be clear about the terms as well as what
is currently known.
So what do we mean when we use the terms either separately or
together power, politics and conflict? What are the roots in OB and
HRM discourses of our current theories? Have we reached a consensus
or are there still unanswered or indeed unanswerable questions? And
finally, what are the implications for executives, and for future research
by HRM and OB scholars?
Since the topic is very broad, we will use a case study of Easyjet,
a budget airline, which should be familiar to readers, to illustrate what
the various terms we highlight here mean in practice. But first we need
to be clear about definitions.
Power
Power is a social process by which outcomes can be achieved. It is
related to Webers concept of authority which is the legitimate exercise
of power (1947). The exercise of power can occur in a variety of ways:
directly or via reward, obedience to authority, or compliance to norms.
Lukes argues that consensual authority with no conflict of interest is not
a form of power but this is disputed (1974). Power exists in three dimen-
sions: direct power, indirect power and meaning power (Lukes, 1974).
Modernist scholars tend to focus on the first two dimensions while criti-
cal and postmodern scholars tend to consider the third dimension or the
power of meaning (Hatch, 1997).
Politics
How national politics should be organized is disputed. Some states argue
that only where everyone has a vote is there real political freedom.
Others disagree and argue that what works in one culture may not work
elsewhere so that a benevolent party or one who rules alone might be
better. Ways of describing politics can be traced back to Aristotle in fifth-
century BCE Athens. However, most observers would agree that all
politics is basically about how disagreements involving the allocation of
resources can be resolved. The political struggle usually concerns who
succeeds in getting power, the process through which they get power, and
how the ends of the organization at whatever level from small firm up to
a nation state are then determined. Organizations are political when there
needs to be agreement over the use of scarce resources (Pfeffer and
Salancik, 1974) or their future direction (March, 1962). For organiza-
tions the most convincing theory is that power in the form of strategic
choice is exercised by the dominant coalition defined as the small
number who exercise authority within the organization (Child, 1972).
Conflict
Conflict can arise from disagreements between the actors in an organiza-
tion whether at individual, group, team or departmental level (Weiss,
1996). Conflict can be short term or long term, open or hidden. The
ultimate conflict is of course war, which is a continuation of politics by
other means (Clausewitz, 1968). Businesses do compete but they do not
wage war, although war-like language and metaphors are sometimes
186 Shifting Contexts for OB
used for rhetorical effect. Conflict can arise at any level up to and includ-
ing between organizations or groups of organizations when formed into
alliances, as currently occurs with airlines (Weiss, 1996).
Politics
Organizations are arenas for political activity (Mintzberg, 1985). Organ
izational politics involves intentional acts of influence to enhance or
protect the self -interest of individuals or groups (Allen et al, 1979). The
study of politics is the study of who gets most of what there is to get
(Allen et al, 1979). Scholars are also interested in resistance to the wishes
of those with power. A recent study by Starr (2011) suggests that teachers
in Australia resist change. She used a longitudinal approach over three
years where she compared newly appointed and experienced principals
(head teachers in UK terms) whose planned changes were resisted using
both formal and informal means. Resistance was often successful, which
has implications for change management strategy generally. Reactions
to organizational politics can also be linked to cultural differences as
a recent study by Vigod (2001) showed. He carried out a cross-cultural
comparison of UK and Israeli public sector workers attitudes and found
that while they shared similar views the clear differences could be best
explained by culture. Resistance to change seems to be rooted in local
contexts. This research also shows the benefit of taking a critical view of
power as it makes managers become more sensitive to context rather than
taking a one size fits all approach with an overall recipe for challenging
existing power relationships embedded in, for example, schools.
We should, however, be careful not to assume that every activity in
organizations can be labelled political. Reciprocity defined as a selfless
act entered into without any direct benefit may help build a mutually
successful organizational climate. However, when unresolved issues
emerge then political tactics (Pfeffer, 1981) may become much more
noticeable. Such tactics include impression management, support build-
ing for ideas, associating with the influential and building long-term
relationships. There is much anecdotal evidence for how political tactics
work in practice. In 19th-century London an eminent financier was asked
if he would support someone who wanted to raise money. The financier,
who was Lord Rothschild, said no to direct support, but instead offered
to walk across the floor of the Stock Exchange with the young man.
Everyone who watched them together assumed that Lord Rothschild
supported him and in consequence the offer was oversubscribed.
Gialdini, 1989). That is a clear example of impression management.
From limited research we know that in organizations political activity
is usually linked to the place of the executive in the organization (Allen
et al, 1979). The sentiment is that those at the top of the organization
188 Shifting Contexts for OB
Power
Traditionally, power studies have mainly been based on the work of
psychologists such as Skinner who follow a view of behaviour based on
stimulus response. However, Lukes (1974) suggests that this can lead
to a one- or two-dimensional view of power, which is inadequate. He argues
that power exists in three dimensions. Direct power is where actor
A can influence actor B to do something that actor A does not want to
do. Indirect power is where actor A so influences the process that what
actor B wants to discuss never gets on the agenda. Lukes third dimen-
sion is where the overall meaning is determined. This is akin to Gramscis
hegemony argument (see Glossary) where what actor B wants to do
is unthinkable it is against the cultural norms. We will explore what
hegemony means in practice when we consider the case study on
page 206.
Lukes summary of these three dimensions of power (1974) is shown
in Table 7.1.
The comment on real interests in the third level of power in Table 7.1
is a reference to the Marxist critique of capitalism where the real interests
of the workers are hidden from the workers themselves. Hence revolu-
tionaries may awaken the workers to their real interests by provoking
the ruling class to acts of oppression. Such logic has been used to justify
terrorism where to save people it is legitimate to blow them up so that
they can realize what they should do to free themselves! We see here how
any debate on the theory of power can lead to social action.
Traditionally OB and HRM research has been at the level of the first
two levels of power that often used experiments such as the obedience
tests. However, a more critical view of power has led to some very interest-
ing case study based research into strategic change. Anthony Giddens
work is especially significant from the sociological perspective. This led to
a focus on culture in strategy (Johnson, 1992). Recent studies include
a study of implementation using a critical epistemology (Peszynski and
Corbitt, 2006). When we assess the implications for the executive we
will include how issues of meaning relate to power.
Power is usually linked to reward. Those who manage the sources of
uncertainty usually have greater power and often enjoy greater rewards
than others. For example Crozier (1964), in a classic study of the state-
controlled French tobacco industry, found that where prices were fixed
and the firm had a monopoly the only source of uncertainty was produc-
tion. And the workers who mended the machines had the greatest power
and so enjoyed the highest wages. We see a similar process in the airline
industry where pilots have the greatest power in negotiating wages.
Their shop steward in the UK in the 1960s in fact was Norman Tebbit,
who as a Conservative MP was a key member in forming the govern-
ments policy to restrict union power in the 1980s. His career shows the
link between interests and behaviour. When a position of power is chal-
lenged those who see their power weakening will respond. We are seeing
this today in the London Underground where driverless trains will weaken
the power of drivers. Their union therefore opposes the reform on the
grounds of safety. A key point here for managers is that the behaviour of
the drivers is predictable. This is not of course a new issue. Demarcation
disputes in traditional industries have historically affected competitive-
ness by raising labour costs. So the debate about power is important
in employee relations.
Power is sought actively by executives but their motive is not neces-
sarily always financial but may be more about achieving organizational
goals. Power is the great motivator (McClelland and Burnham, 1976).
Conflict, Power and Politics 191
Conflict
We can think of conflict occurring at five different levels (Deutsch, 1990):
personal, interpersonal, inter-group, inter-organizational and interna-
tional. In this section, we will restrict ourselves to consideration of
192 Shifting Contexts for OB
Difference
We begin by investigating the nature of difference. We want to know
whether difference is a good or bad thing. An example may help here.
In the 1990s, there was a series on BBC television that examined the
recruitment of a variety of jobs. Each week, the programme followed
the recruitment process for one vacancy. Two programmes stuck out.
The first was for the chief constable for a police force in the heart of
England. Recruiters were shown devising the selection criteria, and
candidates were shown undergoing normal selection processes such as
interviews. One process was a formal dinner of the shortlisted candidates
with members of the Police Authority, the governing body of the force,
where the candidates table manners (and presumably their capacity
for alcohol) were minutely examined. The second was for a creative
writer in an advertising agency. A key criterion for this job was to work
with others in the agency to devise creative solutions. This time, the
recruitment process involved some interviews and presentations of port-
folios of work, but it also involved group problem-solving simulations.
These were electric events, with group members raising their voices,
losing their tempers, and coming to the very edge of physically attacking
Conflict, Power and Politics 193
system: it is closed to the outside world, the windows are shut; it doesnt
interact with its environment. Opening the windows turns the room into
an open system that does interact with its environment. You can see how
entropy is therefore associated with closed systems. You would expect
that a closed system would decay and eventually stop functioning.
This is precisely what happened to the USSR. This example of a closed
system, isolated from the West for many years, collapsed rapidly follow-
ing the fall of the Berlin Wall in 1989.
In summary, we consider that open systems are preferable to closed
ones, that they change their inputs, and that these inputs involve different
ways of looking at the world. Put even more simply, we need difference
to overcome the effects of systems entropy in order to survive, let alone
move forward and prosper. Although we have used the term difference
throughout this section, we could equally have used the term diversity
when we talk about human inputs.
From Schmidt, W H and Tannenbaum, R (1960) Management of Differences. Harvard Business Review,
November 1960.
If these conditions are not met, the competition will be seen to be closed.
Conflict, Power and Politics 199
Game theory
What is happening here? We turn to game theory for an explanation.
This theory deals with games where the most profitable thing for you
to do depends on what your opponent does and vice versa; it attempts
to simplify the world and produce the best outcome for any particular
situation. Game theory has many applications, and it is widely used in
the social sciences.
It started when John von Neumann, a Hungarian genius who was
possibly the greatest mathematician of the 20th century, and one of the
architects of the modern computer, published a book on the theory of
parlour games (1928). He collaborated with an economist, Morgenstern,
to publish a later work (von Neumann and Morgenstern, 1944).
Initially, von Neumann identified the concept of the zero-sum game,
where one party wins at the expense of the other. Later, von Neumann
and Morgenstern invented the concept of the non-zero-sum game where
it pays to collaborate and form coalitions. They were absolutely clear
that non-zero-sum games could only arise through collaboration. Notice
also that distributive bargaining is a zero-sum game, whereas integrative
bargaining is a non-zero-sum game. These distinctions are important.
After the Second World War, John Nash arrived at Princeton University
in the United States. He chose to study game theory for his doctoral
thesis, and showed that non-zero-sum games could occur in competitive
situations as well as collaborative ones. For this work, Nash received the
Nobel Prize for Economics in 1994.
The 1960s film, Dr Strangelove, or How I learned to love the bomb, featured
a deranged scientist with a crippled body and prosthetic hand, confined to
a wheelchair. This was Dr Strangelove, the crazed genius, advising the US
President on waging nuclear war against the USSR. Many people considered
this depiction to be far-fetched, even for the purposes of satire. It was not. This
was John von Neumann, the brilliant Hungarian, who developed game theory
in order to win the coming conflict with the Soviet Union. He developed the modern
computer to carry out the lengthy and complex calculations required. The film
was directed by the masterly Stanley Kubrick and remains fresh today.
John Nash was the subject of the film A beautiful mind. His PhD thesis was
29 pages long.
200 Shifting Contexts for OB
The points made about types of bargaining, games and game states are
summarized in Table 7.3.
Since the outcome of a game depends on the choices made by both parties
(we restrict ourselves throughout this description to games involving
two parties only), an equilibrium is generally reached, after which change
is unlikely to occur. In practice, this means that the four states (winlose,
losewin, winwin and loselose) are very stable. If a winlose state is
achieved, it is very difficult to shift, as illustrated in the box below.
Segregation
There is one other way in which difference can lead to conflict. In the
mid-1960s, Jenkins and MacRae studied intercommunity conflict in
Northern Ireland between Protestants and Catholics. At that time, the
two communities had started to segregate and live in different physical
locations. As they segregated, social interaction between the two groups
diminished. The authors predicted (Jenkins and MacRae, 1967) that
as segregation increased, intercommunity tension would also increase.
They were proved correct, and violent conflict erupted in the late 1960s.
Even today, conflict exists in the province, although at a much lower
level.
The tendency to segregate has been examined in a series of simula-
tions. Schelling (1969) showed that total segregation could occur if
people preferred neighbours who had the same colour as themselves.
He used coins on graph paper to show that people would move from
their existing home location to another where they would be happier.
This idea can be extended to include preferences for neighbours of the
same type (middle class or working class, straight or gay, and so on).
For each preference, segregation occurs. These simulations are now
performed by computers using automata. These are simple computer
programs that look like (large) chess boards. Interestingly, these automata
were studied intensely by von Neumann and form part of the general
study of game theory.
The implications are clear: if populations are allowed to segregate, then
conflict will most probably occur in some form or other. Organizations
202 Shifting Contexts for OB
Handling conflict
The question remains: how can we use these ideas to handle conflict
successfully? We have already noted that people will hold different
perspectives of that conflict, and will hold different objectives. Indeed,
our personal experience tells us that they may be arguing about different
things, and it takes a while before the penny drops and normal service
resumes. Using that idea, we can think of a process where both parties
learn about each others objectives. For example, a company can be
thought of in many different ways: a place where you earn income,
interact socially with others, express individual talent, a prison, a rut.
When the threat of redundancy emerges, people will react differently.
Some will welcome the release from the rut, the chance to retire from
exhausting physical work, the opportunity to use the redundancy money
to retrain for a career they have always desired, and so on. Some will
react badly, viewing the loss of income or social interaction negatively.
The point of this is that, by surfacing these objectives, it may be possible
to satisfy them for both parties and avoid conflict. This requires skill and
subtlety on the part of practitioners, of course, but this can be learned.
Surfacing objectives requires communication. The more communication
there is between parties, the more chance there is of defining objectives
so that they dont conflict with each other.
However, increased communication can also bring complexity and
confusion, and may make things worse. Its a difficult balance to achieve.
Table 7.4 represents this approach.
This is one of a number of conflict handling styles, and they seem to have
many common elements. An early model was based on the managerial
grid developed by Blake and Mouton (1964). A subsequent adapta
tion by Thomas (1976) injected a little humour. For example, it referred
to the loselose position as a pair of lemmings, and the losewin posi-
tion as a poodle. The above model (Kilman and Thomas, 1977) is in wide
use in management development training. The key lesson is that, unlike
personality traits, conflict-handling behaviours are learned and so can
change. For example, young sales representatives often display a strong
urge to compete while experienced managers who manage complex
Conflict, Power and Politics 203
alliances will often show a strong tendency to avoid conflict. This obser-
vation is based on running exercises with aerospace managers over a
15-year period using this instrument.
The ideal position is winwin. This is the assertive position, and not to
be confused with the winlose position, which is aggressive and confron-
tational. Many assertiveness training courses use this model as their basis.
In simple terms, to be assertive, you need to have high courage of your
own convictions to achieve your own objectives, and high consideration
for other people to identify and achieve theirs. You could summarize this
by saying that, in order to achieve winwin outcomes, we cooperate
effectively in pursuit of purely selfish aims. Intuitively, it also means that
the parties must learn to trust each other when searching for winwin
outcomes. The description of the prisoners dilemma (above) showed
that while mutual cooperation is in everyones interest, self-interest tends
to prevail. High levels of trust are needed to overcome this barrier. In the
absence of trust, the only rational option for one-off games is winlose.
Axelrod (1984), however, argues that over time in a game without any
end then cooperative behaviour may develop. The point here is that the
time period of the game is key.
Evolutionary psychology
Game theory teaches us that handling conflict is possible, but it is a
rational theory, based on logic. Conventionally, we think of humans as
being irrational. Is there any truth in this, and how does it influence our
study of conflict? To answer these questions, we need to explore the
growing field of evolutionary psychology, or cognitive science, as it is
204 Shifting Contexts for OB
known in the United States. Throughout history, our species has engaged
in winwin activities in order to survive. The underlying theory is that
our brains have not developed in the short time (150,000) years since
homo sapiens left Africa. Thus, we have Stone Age genes and our behav-
iour is still dictated by our memories of the African savannah.
We had the key problem of alliance formation. We lived in groups
because it provided us with extra protection from predators. But,
because resources were scarce (food, mates, and so on) competition
became intense. Squabbles were common. So, this problem was solved by
forming alliances whereby we worked together in order to compete with
other alliances. This required two forms of behaviour competition and
reciprocal altruism.
We can observe this behaviour directly. Children have a tendency
to behave altruistically. In the ultimate bargaining game, two children
play a game. One is given a pile of chocolate money lets say ten pieces.
This child has to share this pile of money with the other child. The second
child can accept the coins given or reject them. If the second child rejects
what has been offered, both children receive no chocolate money. If the
second child accepts the offer, both children receive the chocolate coins
distributed. You would think that the second child would always accept
the coins offered, no matter how few, since they are getting something
they would not otherwise receive, but that is not the case. In simulation
after simulation, children will reject a distribution of chocolate coins
that they think unfair. They will accept a fair distribution roughly half
but not less. This has its roots in our primeval past when sharing was
the most effective route to survival. It explains, to some extent, our
altruistic nature. You can imagine how this might work in practice.
You may be a fine hunter, but a poor maker of axes and spears. Another
member of your group may well be an incompetent hunter (perhaps
he or she is lame) but has a talent for axe making. It is in both your
interests to divide up your efforts: you will hunt and provide the other
member with meat. In return, he or she will provide you with excellent
axes and spears to help you to hunt more effectively. This is a winwin
solution to a real problem. But genetically, we are still highly com
petitive. We have to compete to survive: we compete for jobs, mates,
position, you name it. Indeed, the mere fact that each one of us exists is
testimony to our competitive nature. Humans have very few ancestors:
in the West, the majority of people are descended from just seven women
(Sykes, 2002). The other women have not been successful in passing
on their genes in the competition for life.
Conflict, Power and Politics 205
In addition, the body also hardwires the memory of failure into the
brain. There is a simple genetic reason for this: living in the Stone Age, it
was important for primitive man to avoid making mistakes. Any mistake
made could have been fatal, so humans had to learn quickly from their
mistakes. Those humans that developed a rapid memory of previous fail-
ure (and survived) clearly had an advantage over less careful humans,
and so were more likely to spread this gene through the population. We
have developed to be cautious by nature. We are risk averse, and trusting
others carries risk we may not wish to bear.
Points to ponder
Having considered the various theories on conflict, power and politics, what do you
think are the lessons for managers?
Reflect on some of the major conflicts in your organization currently. Are they about
territory? At what stage of Schmidt and Tannenbaums stages of a dispute have they
reached? What do you think will happen next?
Think and reflect on how your budget is decided. To what extent can you and do you
participate? This is often a difficult process in businesses, but it illustrates well the
differences between open and closed competition in negotiating.
C A S E S T UDY easyJet
EasyJet is a successful budget airline. Its main shareholder is its founder, Sir Stelios
Haji-Ioannou (Stelios). The European budget airline sector is highly competitive where the
market leader, Irish-based Ryanair, consistently delivers lower-cost flights. Actual or
potential conflict exists at several levels. There is competition between the various actors,
which includes competition between: individual airlines; between airports competing to
attract airlines; between airlines and substitutes, such as rail for short-distance travel,
London to Paris, for example. EasyJet needs to improve its main UK airport, Luton, which
is owned by the local council although managed by an operating company. There are also
disagreements with pressure groups for environmental change and with government
ministers whose decisions on the taxation of passengers or the location of airfields or rail
links can either help or hinder the aviation sector. There is also, in Marxist terms, a current
crisis of global capitalism until quite recently there were opponents in tents in the City of
London. Carolyn McCall OBE, easyJets CEO, decides to discuss the issues with her HR
director. That easyJet is of professional interest to HR managers can be shown in recent
articles in the Human Resources Management Journal.
Conflict, Power and Politics 207
What are the main issues from the case in terms of power, politics and conflict?
What practical advice can the various theories offer her? Her first task is to decide what
is outside the influence of her board or is irrelevant to the business. Her second task is to
consider where cooperation with rivals may offer a better chance of success as opposed
to conflict. This leaves strategic issues that are urgent and important. These are 1) reduce
the tax on air travel; 2) improve the links to substitutes such as rail; 3) compete with
Ryanair; 4) manage the shareholders, especially the founder Stelios. What do you think
should be done? What games are being played? What sources of power are available to
the board? What are the conflict handling styles of the actors? And what help does
evolutionary theory and game theory offer? Firstly most of the important issues are outside
the control of the board. Other issues are not so urgent and are also outside the control of
the board. This leaves issues that the board can influence and that are important as well as
those over which it has no direct power. This political strategy analysis is shown below.
Meaning power All airline companies In the long term, air travel
need to improve within the UK will be replaced
their image on the by high-speed rail. Can easyJet
environment. Perhaps form an alliance with one of the
a joint initiative should train operating companies to
be funded? offer a joint service?
In most cases the board lacks power and so will have to negotiate. The nature of the game
is also important. Games are both open and closed. Airlines can attract as many passengers
as the market will bear so the market here is open. However, airlines are limited in terms of
landing rights at airports so here the market is closed. The case will be used to assess the
likely future actions of the top team as well as future issues.
Finally, Carolyn needs to maintain the confidence of the board in her ability to deliver
shareholder value. Here the conflict with the main shareholder is critical. Where possible
she should seek to collaborate but she should not avoid conflict if the strategy is correct
such as the current plans to expand the companys operations to new areas. The make-up
of the board is critical here.
208 Shifting Contexts for OB
What actual advice should be offered? The board faces a series of dilemmas and raising
them publicly will not help solve them. So the problem of a difficult shareholder who
disagrees with strategy may best be left to other shareholders to manage. PR to assist the
image of aviation will help all the players so here a cooperative strategy is the best option
especially when looking at overall transport policy with the government. At the level of
the actual workforce the firm seems to be doing well, although as they expand and take on
more non-UK staff clear communication is important.
Discussion questions
Using the model of conflict in the text where do you see the organization is on the
dimension of conflict?
What type of games are being played open or closed?
What power does the board have over the strategic issues raised in the case?
What should the board members do next?
What issues does the case and the in-class discussion raise for you and your own
organization?
What are the implications for HRM?
Source This case study is based on open sources and a 2011 University of Bedfordshire case study
written by P Davies and E Lloyd on the European Budget Airline Industry. Copies available on
request.
209
08
Organizational
culture
E l i ot L loy d
L earn i n g o b j e c t i v es
Introduction
It has become increasingly commonplace to hear and read about managers
being concerned about the culture of their organizations. This may be
expressed in a desire to change the culture, to embed a particularly effec-
tive culture, mesh different cultures after acquisition, merger or joint ven-
ture, or maybe to preserve the culture that has proved to be successful.
In addition, as companies and economies become more global, managers
seek to understand the intricate effects of local and national cultures on
the firms and markets with which they interact. These concerns become
210 Shifting Contexts for OB
more significant as the battle for competitive advantage becomes one that
increasingly focuses on the soft side of organizations and its role in estab-
lishing a meaningful differential. This presents a problem as managers
may lack a true understanding of what culture is, how it develops and
the role it plays. As a result, efforts to build or change a culture may
prove to be frustratingly difficult and the effort put in may be misguided
in its direction (as might the optimism about the potential outcome).
This may seem a harsh observation for the concept of organizational
culture is one that seems to be readily understood at a superficial level
to the extent that people can easily conceptualize it as having meaning
and type. This level of understanding may extend to a seeming ability to
define and describe the culture of other organizations of which one has
but a passing acquaintance. Organizational culture is therefore a subject
that seems to be part of the lingua franca of organizations and yet man-
agers (and for that matter scholars) may be forgiven for not fully grasp-
ing the intricacies of the concept, for it is also one of the most difficult
subjects to define and describe with any real precision (Hatch, 1997).
This difficulty stems from the intangible elements of the nature of culture
and from the interpretative nature of the subject itself. As we shall see,
culture and organizational culture have been studied from a variety of
viewpoints, all of which have added to our understanding, but have not
helped us to reach a consensus. Organizational culture has been inter-
preted in many ways, depending on the method and intellectual lens
through which it is studied. It can be viewed from an operational or
practitioner viewpoint, from an anthropological perspective or from a
modern and even postmodern perspective. From the perspective of OB
our desire is to understand better how culture is formed, how it evolves,
its impact on the members of the organization (and vice versa) and its
potential impact on organizational effectiveness. In addition we should
aim to understand the issues surrounding attempts to grow and shape
organizational culture. The aim of this chapter, therefore, is to help you
understand more about the subject and ultimately to try to make the
study of organizational culture of use and interest to students as future
practitioners.
Interest in organizational culture has arisen from the study of humans
in society. The natural desire to understand more about our species has
driven research about individual and group behaviour. This has led to a
search for differences, similarities, trends, etc, resulting in intense debate
that reflects the perspective of the researcher and often reflects the times
in which the research was carried out. Thus more insular ages will seek
Organizational Culture 211
to find cultural differences from the accepted norm of the day (for example
the right culture, which is usually that of the researchers own experience)
while more enlightened times emphasized the importance of studying
culture for what it is and not for what it should be. Thus researchers would
attempt to embed themselves in the culture of the group that they were
studying and attempt through a deep immersion in the life and practices of
the group to report on and understand its culture, an anthropological
approach that has worked its way into organizational research.
More recently, the interest in organizational culture was heightened
by the desire to find managerial tools with which to gain competitive
advantage. The decline of US industry precipitated by (or at least attrib-
uted to) the supremacy of Japanese management practices led manage-
ment gurus to look to Japan as a model of management and operational
excellence. Firms were therefore urged to develop strong cultures as a
means of enhancing performance. Sadly, the research evidence concern-
ing the cultureperformance link remained unequivocal and the lack of
sustainable success from the companies cited by the management gurus
rather punched a hole in the argument. Nevertheless this legacy persists
and practitioners and managers still look towards organizational culture
as something to be leveraged in order to improve organizational output
and performance.
Interest into organizational culture now has many strands. As stated,
the cultureperformance legacy still persists, but the managerial view-
point has now shifted emphasis toward a more interpretative stance.
The manager is encouraged to understand the cultural nuances in the
organization with a view to gaining a more rounded understanding of
the consequences of any managerial actions, rather than attempting to
manipulate the culture with a view to improving performance. Other
viewpoints focus on the study of organizational culture as a subset of
the wider attempt to understand organizational life.
From an HRM and OB perspective, culture is likely to be a subject of
interest with the intention of understanding the impact of people manage-
ment practices (for example recruitment, training, reward and perform-
ance management) on individual and organizational effectiveness as well
as their potential impact on retention and image. Postmodern studies
will examine organizational culture through various lenses. This may
include interpretation and emancipation with an emphasis that anyone
studying culture must be doing so through his or her own interpretative
bias, and that issues such as managerial control (see Glossary) must
necessarily reflect manipulation of other groups in the organization.
212 Shifting Contexts for OB
Assumptions
Over time, values, beliefs and attitudes, unless shocked out of the system,
will become so entrenched that they are no longer expressed or debated,
or even discussed, but become in essence the fabric of culture. It is this
very deepest layer that forms assumptions. Anyone who is felt not to
share these basic assumptions will be regarded as an outsider and will
quickly become ostracized by members of the group.
It is evident that beliefs, values, assumptions and attitudes are human
characteristics (Brown, 1998), and they are clearly something that
organizations per se cannot possess. This of course creates a problem
for those who perceive that culture is something that an organization is,
Organizational Culture 215
presuming that they also believe culture to be made up from such con-
cepts as beliefs, assumptions and values. Nevertheless, as organizations
are not just physical structures and systems but are also made up of
people, we can at least characterize the groups in the organization as
having human characteristics. It should also be evident that membership
is made up of individuals and the above explanation and definition
makes the assumption that individuals share a high degree of similarity
in interpretation of events. It also makes the assumption that, over time,
they have come to share values and beliefs, and therefore attitudes.
Scheins framework, discussed above, takes a unitary view of culture that
is one that is shared and common to all in the organization.
Sales
Time
1 Birth and early growth. During this phase, it is likely that the
founder will have a predominant role in the development of the
culture of the organization. As founder, he or she is likely to
have strong views about the values that should be espoused, how
the organization should be structured and how performance
should be measured. In addition, the founder is likely to have
a key role in appointing personnel and in designing roles and
functions. It is likely at this stage that the firm will share
a united culture.
2 Growth. As the firm grows, it is likely to develop new products,
strategies and approaches towards its competitors and customers.
It is also likely to be involved in geographical expansion and
maybe mergers and alliances. At this stage, members of the
organization are likely to be investigating appropriate strategies
for dealing with environmental shifts and competitors actions.
In addition, if a company is growing it is likely to be forming
subcultures. During this stage, the dominant role of the leader
is likely to diminish.
3 Maturity. Presuming the firm has survived this long, it is likely
to have developed what it believes to be a set of appropriate
successful strategies for dealing with its environment. These will
now become embedded in the mindsets of its members, and
222 Shifting Contexts for OB
the effect of the action to its cause. Thus members will interpret any
success as being a direct result of their method. In this way, their previous
interpretation of how to deal with events in the external environment
becomes valid. When this is challenged, the group will defend and
assert the correctness of their beliefs and anyone who disagrees will be
regarded as a heretic. The fourth stage is that in which these beliefs are
no longer even consciously thought about and attain the level of basic
assumptions the way we do things round here. Gagliardi argues that:
Organizational values can be seen as the idealisation of a collective
experience of success in the use of the skill and the emotional transfigura-
tion of previous beliefs (1986).
In effect, members of the group have replaced the rational with the
emotional, in that they initially identified with the leaders vision because
they could see the rational sense in it, later the experience of success
appears to be linked to pride and self-esteem. This process clearly has
significant impacts for attempts at cultural change.
SUBJECTIVIST OBJECTIVIST
ACTIVITY
iza
nif
tio
Ma
n
Discourse
Assumptions Artifacts
REFLEXIVITY
Sy
n
tio
m
ta
bo
en
liz
m
e tio
pl n
Im
Subjective reflexivity
Symbols Objectifying reflexivity
(Meaning) (Image)
Hatch, M J (1993) The Dynamics of Culture in The Academy of Management Review, vol 18(4)
pp 657693
Organizational Culture 225
Organizational subcultures
An alternative to the single culture view is the belief that organizations
are divided up into distinct subcultures that can be developed in the
same way as previously described, but in distinct subsets of the organiza-
tion, such as functional groups, geographical groups, friendship groups
and hierarchical levels. Subculture has been defined by Van Maanen and
Barley as: a subset of an organizations members who interact regularly
with one another, identify themselves as a distinct group in the organiza-
tion, share a set of problems commonly defined be the problems of all,
and routinely take action on the basis of collective understandings
unique to the group (Hatch, 1987).
In a firm I worked in many years ago there was a distinct cultural
difference between those in the administrative function and the sales
team. Not only were the routines markedly different, with the sales team
operating in a much more fluid attendance pattern than the administra-
tive staff; there were also distinct differences in values and beliefs between
the two groups. For example, the administrative staff were keen that
organizational processes were rigidly adhered to, while the sales team
believed that flexibility was important in being able to attract potential
clients. Both groups were rewarded in substantially different ways,
which only reinforced the differences between the two. In addition to
this type of functional subculture, subcultures may also form across
different organizations and in professional groups (for example medical
consultants or university professors may often meet and work together
as part of a distinct professional body outside the normal organization).
Much of the blame for the failure rate in mergers and acquisitions has
been aimed at problems with integrating cultures of the two joining or-
ganizations. If the culture of the two organizations is developed along the
lines suggested above, with a developed set of responses being attributed
to the success of the organization, then it is highly likely that when they
226 Shifting Contexts for OB
from unitary through to disorganized (see Figure 8.3). The unitary culture
is obviously the state described by Schein when the organization shares
a common culture. The closer towards this end of the continuum that the
culture lays, the more closely the subcultures identify with the overall
culture of the organization. Conversely, the less the subcultures identify
with the espoused culture of the organization, the more fragmented the
culture is. As Hatch points out, the disorganized state at the end of the
continuum actually resembles several unitary cultures, and it can be seen
that in this state, the subcultures are distinct from one another.
both between the genders and within the gender groups and these per-
ceptions and issues are constantly fluid therefore consensus can only
ever be temporary (Hatch in Askanasy, Wilderom and Peterson, 2000;
Martin, 2002).
become extremely difficult to change and also become one of the reasons
why an organization is no longer in tune with its environment.
Cultural change
Although the link between culture and performance has proved difficult
to isolate and quantify, culture clearly has a significant role to play in how
the organization functions and the need to prevent culture becoming an
anchor on the organization is therefore extremely important. Unfortunately,
change programmes in many organizations seem to take the form of
lily padding that is, hopping from one new initiative to another,
(often the latest managerial fad will do) with the inevitable result that
the initiatives will bounce off something as robust as culture. As Hatch
has pointed out, organizational culture is dynamic in nature and while
the pace of change may be relatively slow, the change is constant. Inten
tional change, therefore, is extremely hard to effect, as the development
of culture is a product of experience, interpretation of success attempts,
interaction between members and subgroups, patterns of behaviour and
education, among other things. In addition to the complexity of culture,
there is a tendency for those attempting to impose cultural change on an
organization to fail to put in the long-term commitment that it requires.
How group members make sense of their everyday experience in the organ
ization becomes a significant factor in the development of culture and this
sense-making is not something that can be easily engineered. It is there-
fore probably more productive to attempt to understand how culture of
the organization has been formed and indeed is forming, in order to
work with it. The cultural web (Johnson, Whittington and Scholes, 2011)
is a method of doing this. As shown in Figure 8.4, the cultural web is
made up of interlinking behavioural, physical and symbolic manifest
ations of culture that create the taken-for-granted assumptions known
in the cultural web as the paradigm. The elements are as follows:
Stories Symbols
Rituals Power
Paradigm
and routines structures
Control Organizational
systems structures
Evolutionary change
As suggested by Gagliardi, the most effective way to change the culture is
to integrate new understandings and values to similar ones already exist-
ing in the organization. This approach is likely to avoid the obvious
problems of perceptions of manipulation and possible resistance whereby
the new values are seen as so out of line with the existing ones that they
are deemed to be wrong or not worthy of implementation. The evolu-
tionary approach is suggested by Alvesson (2002) to be developed by
the members of the group, adjusting their beliefs and thinking as they
interpret events, rather than being imposed from the top.
Revolutionary change
The problems created by strategic drift, as described above, may mean
that drastic change of culture needs to be implemented and this is most
likely to be done from above. As with all revolutions, it is not enough to
change the system and hope that those in the system will commit to the
changes, instead it is usually necessary to remove the personnel who
offer the strongest resistance and promote or recruit those who will
commit to the new ideology. This is also the case in organizations in
which there is need for drastic culture change and the ability to imple-
ment it often requires external agents.
Alvesson (2002) recommends that five principles are considered when
implementing organizational change:
ment and will bring this awareness and experience of alternative and
workable solutions that may help to develop cultural shifts. When revolu-
tionary change is important, selection and recruitment will involve identi-
fying and attracting those who do not share the existing values, beliefs
and assumptions of the organization and will be able to challenge and
develop these. This process may also involve deselection.
Discussion questions
Using Schein and Hatchs concepts outlined in the chapter, describe
the complex nature of organizational culture.
Contrast the view of culture as something an organization has,
with that of something an organization is.
What are the problems associated with establishing a link between
culture and performance?
Explain how interpretation of successful actions become reference
criteria for action (Gagliardi).
What are the differences between the unitary and divisions
perspective of culture?
With regard to organizational culture, what are some of the problems
associated with attempting to impose change programmes?
By any standards the demise of Eastman Kodak from its once mighty position to the day
where it filed for bankruptcy constitutes a huge fall from grace. There have been many
explanations proposed for this and it is unrealistic and overly simplistic to blame it on a
single cause. From the viewpoint of this chapter, however, this brief case study will examine
the role of organizational culture in this dramatic and sad story.
Founded in 1880, Eastman Kodak became one of the most successful and best-known
brands in the world. Its founder, George Eastman, had spotted the potential in the com
mercial manufacture of dry plates for photographic imaging and with investment from
local businessman Henry A Strong began to build up the business and ultimately change
photography forever. It was the development of film on rolls that was able to fit the majority
of plate cameras that revolutionized the industry and with it Kodak (a name invented by
Eastman) became the founding father and dominant player in the industry for the next
100 years. Eastman founded his business on four principles:
mass production at low cost;
international distribution;
extensive advertising;
a focus on the customer.
Organizational Culture 237
Kodaks domination
Once Kodak had in effect democratized photography and created the amateur photo
graphy industry it quickly established pre-eminence and was able to enjoy huge profita
bility through its classic razor blade strategy. Simply put, Kodak would manufacture and
sell cameras at a relatively low profit and sell film at a very high margin in the same way
that the likes of Gillette sell razors at low margin and the replaceable blades at high profit.
This strategy proved to be superbly successful and it was one that Kodak repeated across
many product ranges such as copiers and printers and video cameras. During this period it
created many classic brands in the industry such as the Brownie and the Instamatic as well
as producing quality film. Kodak pursued its strategy of aiming at the lower end of the
market to great effect, leaving the specialist end to others.
Decline
Kodaks decline began in the 1980s when competitors began to eat away at its advantage
in the film market. In particular, Fuji made significant inroads by offering film at either a
cheaper price and in one particularly bold move gaining the rights to become one of the
main sponsors of the Olympics in 1984, seizing an opportunity over which Kodak had
dithered.
Ultimately, however, it was the shift from the classic rolls of film to digital technology that
was the cause of Kodaks downfall. It was described by one of the people close to the
company as the monster hurricane that hit Kodak. The huge margins that Kodak made
from its razor blade strategy cannot be made with digital cameras and as in all industries
there was a host of eager competitors ready and willing to take advantage of the change in
the market. Even further down the line, the low end of the market that was always such a
happy hunting ground for Kodak was now dominated by cameras that were integrated into
Smartphones and so ultimately Kodak had nowhere to run.
Kodak seems to have gone through the classic responses of the successful company when
faced with threats and changes, at first denying that Fuji could possibly be a serious
competitor in the US market, and then recognizing the threat of the external change but not
its urgency. Kodak then fell in to the trap of what Donald Sull referred to as active inertia
in an article entitled Why good companies go bad published in The Financial Times on
3 October 2005. Active inertia is where a company recognizes the need to act but the
actions tend towards being more and more of the same. Thus Kodak diversified into
chemicals; produced hundreds of products and entered the Chinese markets. The problem
with all this action is that it is based on the original successful business. In other words,
Kodak was pouring most of its effort and finance into maintaining the companys hold on
the traditional camera and film business (even the chemical business was directed at this)
or at least a digitalized version of this whereby people would print off digital copies of their
pictures.
In short, it was probably the failure of Kodak to cannibalize its core business (and with the
margins being made, Wall Street would not have been an encouraging voice), that was
the key ingredient in Kodaks demise. It is ironic that it failed to follow its founders
determination to make itself a moving target and became stuck in the mindset that had
made it so successful but was now redundant.
Note Some newspaper and magazine articles describing Kodaks demise are: articles by Andrew
Hill in The Financial Times (London) entitled Snapshot of a humbled giant published on 2 April 2012
and A victim of its own success published on 5 April 2012; article in the Birmingham Post (England)
entitled Kodak predicted the digital threat in 1979 so how could a global giant destroy itself?
published on 26 January 2012; article by Chunka Mui in Forbes magazine entitled How Kodak failed
published on 18 January 2012; see also Economist (2011).
Organizational Culture 239
Discussion questions
To what extent does Gagliardis concept of reference criteria for success explain
Kodak Eastmans failure?
Apply the concept of strategic drift (with an emphasis on culture) to this case.
From the perspective of organizational culture what actions would you take to turn
the companys fortunes around?
240
09
Managing
organizational
change
Faten Ba d d ar A l- H u san and
Konstant i nos Ka k av ela k i s
L earn i n g o b j e c t i v es
Introduction
During the last three decades, change management has emerged as one
of the key organizational capabilities but also as a difficult challenge,
especially when taking into account that usually the success rate of
change initiatives is low. Indeed, research evidence shows that around
70 per cent of change initiatives fail (Miller, 2002), and that the impact
of such failures to introduce effective change can also be high in terms of
such things as loss of market position, loss of key employees and loss of
stakeholder credibility.
242 Shifting Contexts for OB
Lewis, 1985; Schraeder and Self, 2003). As cultural integration and as-
sociated issues of staff integration are often seen undermining the success-
ful implementation of mergers and acquisitions, the second part of the
chapter also examines the role of HR function as a change agent.
Planned change
Models of planned change have been particularly popular with practi-
tioners. The main focus here is on managerial action, which is viewed
as the main force through which organizational change comes about.
One of the most well-known frameworks on planned change that
remains influential to this day is Lewins (1947, 1951) force field analysis
(see also Chapter 8). According to Lewin (1947, 1951) the status quo in
an organization is a result of an equilibrium between various forces that
drive change and forces that act against it. Therefore, to create a climate
receptive to change, the key task for managers is identifying which forces
support the change and which ones restrain it. The identification of
forces for and against change leads to a framework of action consis
ting of three phases (see Chapter 8 for further detail). The first phase,
unfreezing, involves the possible removal of restraining forces so that
the organization is put in the appropriate condition for change. The
second phase involves the implementation of change in the organization,
while the last stage, refreezing, refers to embedding the changes, which
gives rise to a new status quo. Lewins influence is evident on subsequent
models of planned change such as the ones by Beckhard and Harris
(1987), where change is conceived as a process consisting of three states
present state, transition state and future state and Dunphy and Stace
(1988), where four different strategies for promoting and managing change
are suggested depending on a background of contingency factors time,
support or resistance by key groups and the organizations environment.
246 Shifting Contexts for OB
Emergent change
The concept of planned change has been challenged by writers who
believe that it does not account for the influence of structural forces that
reside outside the control of individuals and therefore they have con-
ceived organizational change as an emergent process. This particular
view has been adopted by a number of writers, most notably by the
population ecology (see Glossary) writers such as Aldrich (1979, 1986).
Managing Organizational Change 247
Points to ponder
Resistance to change
The key challenge facing managers involved in change initiatives is that
of resistance to change, ie the inability or unwillingness of individuals
or groups to adopt the changes proposed. Subsequently, resistance to
change has proved a popular topic of research, with the mainstream
literature providing accounts of resistance that tend to maintain a view
that is management centric. In line with the dominant perspective on
planned organizational change, the focus has often been on identifying
sources of resistance either of individual (Eccles, 1994; Dirks, Cummings
and Pierce, 1996; Eilam and Shamir, 2005) or organizational origin
(Cameron and Quinn, 1999) and on outlining specific courses of action
to deal with forces that block change (Kotter and Schlesinger, 1979;
Dunphy and Stace, 1988; Geller, 2002). In summary, this literature depicts
resistance as an inevitable reaction to change, which often seems threaten-
ing, suggesting, however, that resistance can be overcome provided that
the right strategies or management styles are followed.
A similar view of resistance is also implicit in Carnalls (1990) famous
model on how individuals cope with change. In particular, Carnall sug
gests that people usually go through a five-stage cycle when coping with
change (denial, defence, discarding, adaptation, internalization). Therefore,
he suggests, resistance (here in the form of defence) is considered to be a
behaviour that individuals unavoidably adopt to protect themselves
from the threatening nature of change but that gradually (as time passes
by and with the management support) gives place to the acceptance of
the new situation. The idea that resistance to change should be expected
to decrease with time and as a result of management initiatives such as
change communication is also evident in recent research, for example
the study by Stanley, Meyer and Topolnytsky (2005) focusing on resis
tance to change, stemming from employees cynicism.
More recently, the dominant view of resistance as a spontaneous
response stemming from change recipients has come under criticism.
For, example, Ford, Ford and DAmelio (2008) have stressed that main-
stream accounts tend to be one-sided, usually favouring change agents.
Thus, they note how the latter fail to see resistance as an outcome shaped
by the interaction among change agents and change recipients and not
as a phenomenon that strictly resides in the latter. More specifically,
Ford, Ford and DAmelio (2008) argue that change agents references
to resistance constitute a defence mechanism that they invent to divert
attention from their own failings. Additionally, the authors contend that
Managing Organizational Change 251
and actions to cope with uncertainty and risk in more dynamic environ-
ments, to the employees who were encouraged to participate and be
receptive to change and technological innovation. Self-managed teams,
quality circles and task groups were the main channels for this diffusion
of change agency. The complexity of change operations has also instigated
the increasing use of internal and external management consultants to
lead or drive change to achieve results on time and within budget
(Caldwell, 2003).
Thus, in many cases, and in particular in planned change, a change
agent will take the responsibility to drive the change. A change agent
may be defined as someone from inside or outside the organization seek-
ing to facilitate, encourage, promote, advance, support, sponsor, initiate,
implement, guide the change process or help to deliver change. The change
agent can be a manager or non-manager, employees of the organiza
tion or outsider consultants. Nevertheless, it may be claimed that the
trend is that change is part of every managers role and it is involving
different organizational members at all levels. To provide a more com-
prehensive picture of the different change agency models and variety of
change agents, and based on a critical review of the literature and
empirical research on change agents, Caldwell (2003) proposes a four-
fold classification of change agency:
It must be pointed out that, as Caldwell argues, these models that repre-
sent a synthesis and re-conceptualization of the nature of change agency
indicate that there is no single universal model of change agency or a single
type of change agent with a fixed set of competencies. That being said,
evidence shows that change agents are usually selected for their expertise
in the area of change. However, under the emergent approach, rather
than specialist expertise, it is advocated that change agents need to have
certain competencies to manage change successfully, such as diagnostic,
communication, presentation, negotiation and influencing skills.
More specifically, the change agent role can be complex and therefore
there are strong suggestions that the person needs to have special skills
and competencies to be able to deal with such complex situations. For
example, in a survey to identify the critical competencies of effective
change agents, Buchanan and Body (1992) found the following impor-
tant areas:
meeting its change objectives (Graetz et al, 2006). Thus, for example,
if one of the strategic objectives of a firm is to increase efficiency and
competitiveness this implies a change initiative to improve the perform-
ance of individuals through the design of HRM strategies and policies to
improve the way organization members behave, communicate, make
decisions, reward, monitor, praise and coach, to be consistent with the
new strategic directions.
In general, during the change process, it is maintained that HR profes-
sionals should assist top managers in achieving the set strategic objectives
while, at the same time, maintaining employees motivation and commit-
ment. As an active change agent, this also entails creating a strong
HR climate in which the employees understand and internalize the change
initiatives through transmitting clear, consistent and consensual messages.
This will contribute to curbing rumours and suspicions about the change
initiatives and clarify the benefits of the change initiatives, which helps
in reducing the resistance to these change initiatives. An active HR agent
also works on developing adaptable and flexible HR systems and practices,
enlarging the competencies of the employees, and enhancing employees
behavioural flexibility (Bowen and Ostroff, 2004; Wright and Snell,
1998). Thus, it is advocated that the HR department must promote
a shared understanding of the change initiatives to be able to undertake
the role of a change agent successfully. Developing social capital and
good relations with line managers also becomes imperative to assist
the HR department in the implementation of the change initiatives and
succeed as change agent (Kim and Ryu, 2000).
Evidence shows that HR can play a central role in the effective manage-
ment of organizational change. For example, the CIPD (2005) research
identified seven key areas of activity associated with successful change,
in each of which the HR department contributed constructively to
make change happen and to build organizational capability for sustain-
able change. These were termed the seven Cs of change (Molloy and
Whittington, 2005; www.cipd.co.uk):
The above shows that considering the specific content of HRs role in
managing change is important. Consequently, Thornhill et al (2000)
adopt a content-oriented approach and focus on seven relevant HR
practices that HR specialists can use to support change. These are:
Points to ponder
What will be the main challenge facing HR in the process of managing change?
Managing Organizational Change 257
Globally and within MNCs, evidence shows that HR plays a prime role
in leading change (Evans et al, 2011). With globalization and the accel-
erating expansionary strategies of MNCs, particularly through mergers
and acquisitions, the attention of researchers to date has been focused,
for the most part, on the role that HRM plays in post-acquisition
management, a term that has usefully been defined by Child, Faulkner
and Pitkethly to encompass the process adopted to bring about changes
in the acquired companies, the type of changes introduced and the
measures taken to integrate and control the acquisition (2001). Indeed,
evidence shows that paying attention to people and cultural issues is
imperative for the success of cross-border mergers and acquisitions
strategies. For example, the most important factors identified in the
McKinsey study of international mergers and acquisitions were all as-
sociated with HR issues and were considered to be detrimental to the
success of the acquisition. In descending ranking order these were (Kay
and Shelton, 2000):
of a suitable target, ie during the due diligence process, and during the
planning of the post-combination integration process. This is due to the fact
that the key challenges of mergers and acquisitions are HR issues and
because the soft people aspects, such as the assessment of culture and
HR practices in the organization to be acquired, are just as important as
the financial analysis. Support for this argument is provided, for example,
by the recent developments in the UK amendments to the code for take-
over (see Glossary) in which a strict timetable of 28 days between the
identification of a bidder and the withdrawal of a bid was imposed.
This change implies the involvement of the HR function into the merger
and acquisition process at a much earlier stage not only to carry out
all the required due diligence but also to manage the communication
with employee representatives and respond to their employee-related
questions (Brockett, 2011).
It is widely evident that the period since the mid-1980s has been marked by changes in
the world economy that have led to profound developments in the international operations,
strategies and structures of MNCs and many other organizations worldwide. Among
other things, such changes consisted of the liberalization of financial markets, deregulation
and privatization of state enterprises, globalization and intensification of international
competition. In the face of these changes MNCs have adopted fast track expansionary
strategies, such as cross-border mergers and acquisitions, and a variety of non-equity
arrangements such as management contracts and licensing agreements. They have also
increasingly expanded their growth into developing countries of which many were embarking
on economic structural adjustment reforms and privatization programmes under the
directive of the World Bank (WB) and International Monetary Fund (IMF), which led to
the sale of their state-owned enterprises, and in many cases, to MNCs.
The Hashemite Kingdom of Jordan was one of the countries in the Arab world in the Middle
East region that had to undertake structural adjustment programmes under the auspices of
the WB and the IMF and, as a result, a number of state enterprises were privatized and sold
to Western MNCs to improve their efficiency and competitiveness. The first state enterprise
that was privatized was Jordan Cement Factories that was acquired by a French MNC
through the purchase of equity shares. Jordan Cement Factories is a public shareholding
company that was incorporated in Jordan in 1951. The main activities of the company are
the manufacturing, production and trading of cement and its by-products and until 2002 it
had a monopoly over the supply of cement in Jordan. The Jordanian government and its
institutions had long owned around 58 per cent of the companys share capital. In November
1998, it sold 33 per cent of these shares to Lafarge, a French MNC, that subsequently
increased its stake to 50.27 per cent controlling share.
We apply the same HR policies on everything on all HR related issues and on all
other activities such as training and development, etc. There are company-wide
policies that will apply as much as the local culture and the law allow us... we apply
the same policies because the parent company has its own internal culture and we
aim to achieve integration. This means doing the same everywhere in the world.
It is part of our culture. Each function should have the same methods of doing things,
same understanding, and same efficiency.
Accordingly, after the acquisition, the French MNC adopted a gradual approach to change
whereby it was envisaged that the change process would occur over a period of between
two and three years. In this process, a methodological guide is used to integrate new
subsidiaries, under which teams from different functional areas are sent to the subsidiary
to identify priority actions that have to be undertaken within the first 100 days. This action
programme is, in turn, accompanied by the development of a longer-term, two- to three-
year, programme of actions aimed at making the changes needed to integrate the new
subsidiary fully. The MNC adopted a gradual approach to change due to three main
considerations. First, there was a desire only to introduce the changes after an appropriate
management infrastructure had been developed. Secondly, there was a recognition that
cultural change is a slow process, and thirdly, there was a felt need to prepare employees
adequately for change.
In addition, the company used participative change processes that encompassed the
use of task groups and working parties, and a bottom-up orientation to problem solving.
Consequently, and following the change project known as the JCF Horizon 2001 that was
created and the HR audit that was conducted by staff at the parent company, a range of
new HR policies and procedures were proposed. These policies included the establish
ment of a new system for career management and succession planning, the implemen
tation of revised job descriptions and a new job evaluation scheme, and the development
of improved policies in relation to performance appraisal, recruitment and selection, and
training and development. This was in parallel with the implementation of a new organiza
tional structure under which a new HR division was created. Under this new structure, the
HR function gained greater strategic importance, became part of the companys overall
strategic planning process and was directly linked with the operating committee that was
in charge of the daily operations of the company, while previously the role of the personnel
function was mainly administrative, HR had no representation at board level and its
participation in planning was very weak.
Furthermore, decision-making style, which was very centralized before privatization, had to
be changed after privatization. Decentralization and delegation were seen as important
changes that needed to be introduced in order to create a management style that was in
line with the parent companys best practice. Thus many positions were merged to reduce
the number of layers of management and senior managers were encouraged to devolve
greater authority to line managers. Line managers were also given more HR responsibilities
in such areas as communication with employees; pay rises and promotion of subordinates;
the use of performance appraisal to determine the level of bonus pay and the objectives
of subordinates; recruitment and selection; training of subordinates; planning manpower
requirements; communication with subordinates; paying attention to the budget and control
262 Shifting Contexts for OB
of costs; and the dismissal and discipline of subordinates. Overall, line managers participated
in making such decisions contrary to the situation in the period before the acquisition where
decisions were made centrally.
Changes were also introduced in a number of other areas such as performance manage
ment, rewards, training and development. Working parties were also created to carry out
the JCF Horizon 2001 project and the HR changes. These working parties or task groups
comprised staff from different functions including members of the trade union. A key
objective of the new management was to involve the trade union in the changes being
made. Jordan Cement had a well-established and powerful union and the companys
employees were members of The General Trade Union of Construction Workers. This involve
ment of the trade union reflected the parent companys participative culture. For example,
the Middle East director for HR-related issues observed that:
The parent companys culture is very humanistic and works with the individuals.
It is a consensus seeking culture rather than a confrontation culture... and that
employees are at the heart of the organization... you cannot force change...
change must come indigenously. I mean people should be willing and should be
participating in change... otherwise, for example, you can make the perfect
organization on the table but you cannot implement it because the unions are
going to resist it and because the individuals are going to resist. So you must have
ownership and participation to change and I think the parent company is trying to
do this and is trying to create participation to change... you cannot change the
culture overnight. You need to convince the people that what you are bringing
them is going to serve them better.
It must be noted that the union gained power during the privatization process due to
the delicate political situation in the country and its power continued to grow after the
privatization. The power of the union grew not only at the company level but also at the
national level and it obtained further support from the public and the press, and from
the several actions it took that threatened the stability of the company and the country.
It also had international support as it was a member of other international unions such as
the Union of Arab Workers. Thus, according to the unions president, during the period
when the company was considering a restructuring based on the Jordanian Labour Law
No. 31 article 33, which gave the firms owner the right to terminate the services of the
employees without compensating them, the union declared war on the company and
announced strikes and sit-ins that were widely supported in Jordanian society, and by
national figures and political parties. At the same time, for the government this was a very
sensitive situation since many of the companys employees came from high unemployment
and low income regions and the company was considered to serve the national interest by
employing these people. As a result of the growing influence of the union, it succeeded in
obtaining several gains such as the distribution of 4 per cent of the companys annual
profits to all company staff, pay increase on the basic salaries of all employees, and among
other things, it changed the terms of the early retirement scheme and gained more
favourable terms and incentives for employees. The way that the MNC dealt with the
changes and the resistance if faced is illustrated in the area of remuneration below.
Managing Organizational Change 263
Remuneration
Prior to privatization, pay was determined according to the qualifications and experience of
the individual and was made up of a number of elements: basic salary, various allowances,
a production bonus and annual performance-based increases of between 3.00 and 4.00.
Shortly after privatization, it was agreed to raise the basic salary by an average of 6.00 for
every employee. In addition, the existing production bonus was doubled, and 4 per cent of
the companys annual profits were distributed equally to all the companys employees as a
bonus. These changes were made in response to forceful union claims and against the
background of an increase in union influence stemming from the delicate political nature of
the privatization and a desire on the part of both the government and the company to avoid
any bad publicity during the early days of privatization. In addition, a new company-wide
performance-related bonus scheme was proposed under which payments would be distri
buted on the basis of individual performance. Initially, the new bonus arrangements were
only applied to the cadre people because of union opposition to the revised bonus
arrangements. In the face of this opposition, the company therefore later decided to link
only half of the bonus to individual performance. Accordingly, a decision was made to
distribute 2 per cent of annual net profit equally among the 1,800 non-cadre employees,
while the other 2 per cent was to be distributed according to their personal performance.
In a similar vein, the union was also able, against the background of its enhanced negotiating
power, to secure an increase from 75 per cent to 86 per cent in the average annual appraisal
mark, as the following quote from the companys career manager illustrates: The main
obstacle is the union. The annual appraisal is linked to the annual increase and the bonus.
Thus, the unions argued that this affected the employees incomes and demanded an
increase in the average mark from 75 per cent to 86 per cent. At the end, the company had to
make concessions and we reached an agreement to have an average mark of 84 per cent.
Discussion questions
Explain the MNCs approach to change. To what extent do you agree with it and why?
Discuss the different factors that need to be taken into consideration to implement
change successfully, particularly when operating across borders.
What are the sources of resistance to change? To what extent do you think that the
MNC was successful in dealing with resistance to change, and why?
What are the limitations of the planned perspective on change?
Discuss the factors that may support the argument that change is shaped by the
interplay of action and context.
264
10
Creativity,
innovation and
the management
of knowledge
Pa u l i ne Loe w en b er g er
L earn i n g o b j e c t i v es
Introduction
For at least a decade, academic commentary has been drawing attention
to the intangible aspects of organization and organizing pointing to
investment in human capital in pursuit of effectiveness, renewal, trans-
formation and sustainable competitive advantage. Knowledge creation
and management, organizational learning, creativity and innovation
may collectively be viewed as responsive, dynamic processes, the integra-
tion of which places people issues in the foreground. Yet, regardless of
the potential contribution to theoretical understanding and practical
application, most contributions in OB, HRM and HRD, at best, treat
these important concepts as subsections of more traditional topics.
In this way the focus is on what may be regarded as new priorities
in thought and action relevant to organizational behaviour and HRM in
the global context providing a meaningful and useful application to
practice. Through critical review and synthesis the merits and limitations
of current argument and evidence in the fields of enquiry are assessed.
First, this chapter examines how managers might overcome barriers and
misunderstandings to stimulate, support and sustain organizational
creativity and innovation effectively. Second, it assesses influential contribu
tions to organizational learning, knowledge creation and management
and makes explicit their links to creativity and innovation management.
The overall aim is to guide you as students through the current maze of
tenuous links, also drawing on the authors own research to propose
how conditions necessary for creativity, innovation, organizational
learning, knowledge creation, transfer and management might be inter-
preted and comprehended under the employment relationship through
individual and group behaviour. In common with other chapters, cross-
cultural perspectives are therefore assumed throughout. Case studies and
vignettes demonstrate excellent and more problematic examples. Suggested
questions are aimed at provoking critical analysis for individual consider
ation and in-class group discussion and debate.
The individual
Notions of the lone creative genius have long given way to perspectives
that emphasize everyone has the potential, yet generation of creative
ideas remains uncommon (Egan, 2005). Social and educational influences
interact in the interests of cognitive economy to favour reproductive
thinking. Creativity demands productive thinking (Hurson, 2008) in over-
coming cognitive blocks through training in creative problem solving
(e.g. Osborn, 1957; Parnes, Noller and Biondi, 1971) employing struc-
tured techniques (VanGundy, 1988; De Bono, 1993; Michalko, 2006;
Isaksen, Dorval and Treffinger, 2010). Evidence is emerging of positive
effects of robust approaches to creativity training (Balestra, 1997; Puccio
et al, 2006). Associations between training in creative thinking techniques
and the openness to experience dimension of personality raise interesting
questions concerning the direction of causality (Loewenberger, 2009).
Undoubtedly some individuals are highly creative and the importance
of personality characteristics to creativity are well documented (Barron
and Harrington, 1981; Mumford and Gustafson, 1988). The five-factor
model of personality (Costa and McCrae, 1985) validated by organiza-
tional psychologists to feature individual differences important to work-
place performance, suggests the association of openness to experience
(McCrae, 1987; McCrae and Costa, 1997; Feist, 1998; Loewenberger,
2009) to creativity. Open individuals are not only more flexible in absorb-
ing information and combining new and unrelated information but also
seek out unfamiliar situations and new experiences, raising awareness of
problem opportunities and increasing potential for new ideas. Alternative
perspectives emphasize the complexity of associations of contrasting
traits to creativity and innovation, the creative individual able to oper-
ate at both polarities (Csikszentmihalyi, 1996).
Trust/ Idea
openness support
Organizational
encouragement
Supervisory
Autonomy/ encouragement
Risk Play/
freedom
taking humour
Sufficient ORGANIZATIONAL
Work group
resources CREATIVITY AND
support
INNOVATION
Idea
time (lack of) Debate
Workload Challenging
pressure work
(lack of)
Organizational
impediments
(lack of)
Conflict Challenge
Creativity, Innovation and the Management of Knowledge 271
Knowledge management
Variously, commentary has attempted to help codify what occurs in think-
ing and learning in organizational contexts, to make these phenomena
Creativity, Innovation and the Management of Knowledge 275
NHS Direct and NHS Direct Online represented new ways of accessing healthcare to
alleviate pressure on doctors and others, central to the modernization of the NHS. Staffed by
registered nurses, this represents an interesting context for analysis of the management of
knowledge. In contrast to the emergent paradigm of call centres as one of mass production,
technologically driven, low cost and lean production the service is non-commercial and the
occupational base of the workforce has not been transformed. Nurses are professionally
276 Shifting Contexts for OB
qualified and move back and forth between face-to-face care and tele-nursing, presenting
two challenges.
First, separation from the patient demands one-off interactions rather than longer-term
relations. Second, technologically mediated, nurses respond as generalists rather
than specialists. At the heart of this innovative software is managements attempt to
standardize and control the callernurse relationship. NHS Direct explicitly uses three
forms of knowledge: 1) a number of datasets; 2) the nurses own experience or knowledge;
and 3) the CAS software. Explicit knowledge (1 and 3) consists of facts, rules and policies
that can be codified and transmitted using formal language or an electronic format.
In contrast, tacit knowledge (2) is personal, context specific and harder to communicate
and to share, resulting in two knowledge management strategies: codification and
personalization. Codification involves a process of identifying, capturing, cataloguing
and making available explicit knowledge to professionals working in a team. The strategy
of personalization involves the practice of creatively solving problems through the use
of tacit knowledge.
Points to ponder
Consider an organization with which you are familiar. To what extent might
similarities and differences between climate models for creativity and innovation be
usefully applied in practice?
How easy is it for you to make links between climate models characteristics of the
learning organization and knowledge management?
Points to ponder
Have any organizations that you have worked for developed IT-based knowledge
management systems? Did they embody objectivist assumptions? How successful
were these systems? Is tacit knowledge necessary for you to make sense of
them?
2000) and attract talented creative people. Links with HRM and HRD
increasingly attract interest (Mumford, 2000; Searle and Ball, 2003;
Leede and Looise, 2005; Shipton et al, 2005; Shipton et al, 2006;
Jrgensen, Laugen and Boer, 2007). At this point it is salient to remind
ourselves of the need for attention to dynamic multilevel interactions
(Loewenberger, 2009; Crossan and Apaydin, 2010; Crossan, Maurer
and White, 2011; Loewenberger, 2011). Recent developments demon-
strate the nexus between human capital, the expertise applied by know
ledge workers, entrepreneurship, learning, creativity and innovation
(Martins et al, 2010; Bornay-Barrachina et al, 2011). The unique contri-
bution proposed here draws directly on climate factors supportive of
creativity, innovation, organizational learning and knowledge manage-
ment. Informed by influential contributors in the field and by my own
research the implications for HRM and HRD are considered.
The existence of what has been referred to as the big idea, a clear
mission underpinned by values and a culture that communicates what
the organization stands for and is trying to achieve, is critical to the link
between HR practices and performance (Purcell et al, 2003; Boxall and
Purcell, 2008). Shared vision, meaning and understanding have been
demonstrated as essential to organizational learning, creativity and inno-
vation (Senge, 1990; Marsick and Watkins, 2003; Loewenberger, 2009)
and depend on effective employee involvement and communication
practices. Related to this is the notion of creative requirement (Shalley,
Gilson and Blum, 2000; Unsworth, Wall and Carter, 2002; Unsworth
and Clegg, 2010), the perception that one is expected to generate creative
ideas. Tierney and Farmer (2002) extend the notion of self-efficacy
(Bandura, 1977) to creative self-efficacy, the extent to which individuals
believe they have the ability to produce creative outcomes. This extends
to the continuous improvement and transformation of the learning
organization (Senge, 1990) and points to the need to raise awareness of
the desirability and necessity of creativity, innovation, organizational
learning and knowledge creation that might not be obvious across all
roles, functions and levels and needs to be clearly communicated.
Performance management provides valuable opportunity for clarification
of creative requirement (Unsworth, Wall and Carter, 2002; Unsworth
and Clegg, 2010) in relation to individual and team objectives, as well as for
positive and constructive feedback. The subjectivity of creativity processes
and the importance of team members and others suggests the appropri-
ateness of multisource feedback or 360-degree appraisal. Linking chal-
lenging targets to creativity can provide a basis for discussion, learning
Creativity, Innovation and the Management of Knowledge 281
status? Or do power and influence preside over which ideas receive a fair
hearing?
Of course, postponement of evaluation is an important part of the
generation of creative ideas that is difficult to achieve in practice, failure
of which often limits the effectiveness of brainstorming sessions.
Therefore, this is critical for a supportive climate for companies aspiring
towards creativity. Such aspects are often also referred to in terms of
evaluation, such as avoidance of premature evaluation and deferred
judgment that in practice so often prevent effective generation of creative
ideas through early termination of the creativity process (Osborn, 1957;
Simonton, 2003). Sustainability is again critical here. Having not been
respected, listened to, shot down, intimidated, humiliated or dismissed,
how likely is it that individuals will feel free to contribute what might
ultimately turn out to be the big idea with potential for organizational
transformation.
Supportive mechanisms represent an important climate dimension
where significant overlap exists between creativity, innovation and learn-
ing where the need for a champion is advocated (Marsick and Watkins,
2003; Loewenberger, 2009). Champions will either possess or be prepared
to develop skills in creative problem-solving techniques and to share
these through regular group staff development activities such that they
become embedded. Creative problem-solving techniques, of course, rep-
resent one of the more familiar and popular mechanisms claimed as sup-
portive of creativity. Evidence is emerging of positive effects of robust
approaches to creativity training (Balestra, 1997; Puccio et al, 2006).
Some organizations achieve this through internal creativity and innova-
tion clubs that meet regularly and to which employees are encouraged
to bring actual problems. An integral part of these clubs is practice in
the application of creative problem-solving techniques such that these
eventually become part of employees repertoire of skills. Such training
will directly challenge staff capabilities, for example in taking respons
ibility for management of small projects or a single problem. Development
of idea management systems for future application contributes to the
sustainability of organizational creativity.
Challenging work (Amabile et al, 1996; Isaksen, 2007a; Loewenberger,
2009) represents a sense of having to work hard on challenging tasks
and important projects. HR models identify challenge as significant to
effective performance (Purcell et al, 2003). Intellectual stimulation is pre-
sented by creative and innovative work and is developmental. Work might
be made more challenging by assigning responsibility to an individual or
284 Shifting Contexts for OB
Discussion questions
To what extent might a synthesis of creativity, innovation,
organizational learning and the management of knowledge, such
as that presented in this chapter, overcome competing perspectives?
For example, consider knowledge as possession versus practice or
the building metaphor of organizational learning versus the mining
metaphor of knowledge management.
Creativity, Innovation and the Management of Knowledge 287
From the perspective of the leadership team, creativity is the very basis of the work of the
company and certainly not just of the aesthetic variety, in providing creative solutions for
clients. To enhance creative and innovative capability further this has recently been
introduced as a major strand of the companys current strategy. Creativity and innovation
are highly desired and valued, given high priority and expected. The HR director believes
that some have greater potential for creativity while realizing the need exists across all
levels, functions and roles in all areas of the organization. Here creativity and innovation
mean fun, bringing fresh perspectives, challenging conceptions, involving clients in the
development of fresh and exciting ideas and, above all, exceeding clients expectations,
views which appear to be shared by the majority of associates.
Through a largely bottom-up process, the HR director and the MD are jointly transforming
the culture of the company to one where associates are empowered and, providing it is for
the benefit of the company, expect that they are free to do or say anything and that they will
not be shot down.
Mechanisms are in place to stimulate and support creativity for associates. For example,
the MD and client services director are involved in training in different brainstorming
techniques, and have built a creative room with toys, gadgets, gismos and whiteboards.
Training tends to be ad hoc as dictated by projects rather than to develop a repertoire of
creative thinking skills. Innovation is not necessarily only dependent on creativity. A book
club encourages introduction of new ideas and a business intelligence group trawls the
outside world for new ideas. A floor to ceiling Perspex display allows insertion of obscure
pictures or collages for associates to work out. Two teams of associates were asked to
explore new ideas for employee benefits schemes. One team suggested an excellent
scheme personalized to employees lifestyles via the web with the aim of enhancing work
life balance. However, the financial risk was unacceptable. The idea taken forward involved
a reward system aimed at companies with large numbers of people doing standard jobs,
often of a transient population (for example retail) where turnover is high. Rather than
reward positive behaviour with, say, a 10 bonus that is of little value after deductions, the
company gives employees a scratch card that could be a meal for two, cinema tickets or
electrical goods, for example. Because it is immediate and unknown it is more highly
valued.
There are two main departments, events and client services; other areas include the
design studio, the technology team and the recently developed food service rewards.
However, there is some evidence of fragmentation and a lack of integration, collaboration
and cooperation between the various specialist departments rather than a more holistic
Creativity, Innovation and the Management of Knowledge 289
approach to addressing clients needs creatively and innovatively. Some associates clearly
perceive structures and procedures as too rigid.
Design studio
Associates in the design studio comprise graphic designers and a copywriter responsible
for the visuals. An example of Mini mayhem in Marrakech indicates how the design team
worked with associates owning the project to design all the pictures, logos and strap lines.
A sense of frustration is clear among members of the design team in not being able to use
their creativity as often and as freely as they would like, particularly as their involvement is
often in the later stages of the process, which allows them little or no input into the planning
but also means their input has to be rushed. Clearly, this is inhibiting highly creative
individuals.
Data analytics
The data analytics manager presents an interesting perception of CoCre8 as not very
creative compared to previous experience with professional radicals in a company voted
the Most creative agency of the decade, a perspective that he claims is shared by clients
and underpins the recent emphasis on the need to enhance creativity, innovation, learning
and the management of knowledge. Some of the approaches with his previous company
290 Shifting Contexts for OB
HR management
Internal examples of HR practices demonstrate the commitment to creativity and for going
over the top in supporting knowledge creation, learning and development. For example, in
recognition of the national Learning at work day, the company has a Learning at work
week, which involves the members of the leadership team swapping roles, for example,
and fantasy boss where associates make suggestions resulting in a memorable visit for
one of them to meet their fantasy boss.
Creative behaviour is also reinforced through reward and recognition. Staff involvement
and enthusiasm is carefully nurtured with formal and informal techniques including
performance reviews and a bonus scheme. One manager specifically spoke about the
recent introduction of a new pay and performance system comprising four performance
ratings (outstanding, very good, good, poor), noting the absence of satisfactory. Examples
of creativity include the introduction of personal development vouchers for staff to spend
as they wish on learning and developing new knowledge and skills, not necessarily directly
relevant to work (for example they might take piano or guitar lessons or a nutritional
course).
Discussion questions
PART FIVE
Summation and
reflection
294
11
Coda: HRM and
OB accenting
the social
S tep h en P er k i ns and
R a i sa A r v i nen -Mu on d o
meet the purposes set for employing organizations despite the severity of
the environmental challenge, and to overcome what the ILO describes as
growing concerns over high levels of social dissatisfaction and the potential
for long-term social dislocation. Exemplifying this at the time of writing
early summer 2012 there is economic turmoil in peripheral Eurozone
countries such as Greece and assaults on the tenure of incumbent elites in
government and at the top of major corporations over apparently unjustified
self-reward. This is happening in both developed and emerging jurisdic
tions and provides the backcloth to understanding and managing organiza-
tional behaviour in the second decade of the 21st century. Movements
bringing into the foreground challengers for office espousing extremely
regressive views about ordering socio-economic relations have accompanied
such challenges.
A second major influence, as yet unexplored in detail but apparently
reshaping the ways in which people interact within and outside employ
ment in organizational settings, is the new medium of online social network-
ing. It is well documented that throughout the eras of human society,
new technologies have been created before people have worked out exactly
how to use them taking into account social and behavioural norms. This
brings new opportunities as well as questions as to whether socio-economic
relationships including the employment relationship will be rendered stronger
or be placed at risk. Mark Zuckerberg, the founder of Facebook, the most
prominent online social networking organization that achieved its initial
public offering on stock markets in May 2012, has been reported as saying
that he wants to push the boundaries of what people will share, making
the world more transparent (Dembosky, 2012). This raises questions about
the implications for underlying values and probity of action by individuals
and the institutions able to capture and use such shared, highly personal
intelligence. For example, the attitudes employees bring to the workplace as
to the boundaries perceived legitimate about what organizations may expect
from them at the publicprivate interface may become more permeable.
What consequences will this have? What, in turn, may individuals and groups
expect from leaders of organizations in sharing intelligence that may have
both tangible and intangible economic and political value? In particular,
if employees perceive their relationship to the organizations that employ
them as ever more ephemeral and virtual, this will have consequences for
what they regard as legitimate use of proprietary knowledge to advance
their interests.
In conclusion, this book is intended to prepare those interested in a man-
agerial career by helping them understand how to approach the people
Coda: HRM and OB Accenting the Social 299
Glo s s a ry
bureaucratic leaders The bureaucratic leadership style was one of three leadership
styles described by Weber (1947), along with the charismatic leadership and
traditional leadership styles. The bureaucratic leadership style is based on
following normative rules, and adhering to lines of authority. Leaders are
empowered via the position they hold. They impose strict and systematic
discipline on the followers and demand businesslike conduct in the workplace.
Followers are promoted based on their ability to conform to the rules of the
office.
challenging work A creative climate stimulant scale concerned with the perception
of working hard on challenging tasks that are important but not overwhelming,
and developmental. A positive pressure.
consumerist society A term referring to the high value that is placed on material
goods and ownership of material wealth.
contextualism An increasingly popular collection of views in philosophy that
emphasizes the context in which an action, utterance, or expression occurs, and
argues that, in some important respect, the action, utterance, or expression can
only be understood relative to that context (Price, 2008).
corporate governance The system by which companies are directed and
controlled (Cadbury Committee, 1992). It involves a set of relationships
between a companys management, its board, its shareholders and other
stakeholders; it deals with prevention or mitigation of the conflict of interests
of stakeholders (Goergen, 2012).
corporatist settlement The modus vivendi between labour and management, here
with respect to aspects of the employment relationship, such as job security,
often referred to as the old psychological contract.
creative problem solving Osborn-Parnes six-stage process. Each stage comprises
a divergent and a convergent phase useful as a training process for creative
thinking incorporating structured techniques at the stages of problem
redefinition and idea generation.
creative requirement Expectation of the generation of creative ideas and creativity
goals important to creative behaviour.
creativity champion An individual tasked with the responsibility for stimulating,
supporting and sustaining organizational creativity and innovation.
creativity New ideas that are novel or original and useful. These ideas are at the
front end of innovation and potentially important throughout different phases
of the creative process.
employee engagement CIPD definition: a combination of commitment to
the organization and its values and a willingness to help out colleagues
(organizational citizenship). It goes beyond job satisfaction and is not simply
motivation. Engagement is something the employee has to offer: it cannot be
required as part of the employment contract (CIPD, 2011c).
employeeorganization relationship A relationship concerned with micro factors
such as the psychological contract and perceived organizational support as well
as macro factors such as the employment relationship (Coyle-Shapiro and
Shore, 2007).
302 Glossary
employer branding CIPD definition: promotes the attributes and qualities, often
intangible, that make an organization distinctive, promise a particular kind of
employment experience and appeal to those who will thrive and perform best in
its culture (CIPD, 2010a).
employment relationship The relationship between employer and employee.
According to the International Labour Organization (ILO) it is through this
relationship that reciprocal rights and obligations are created between the two
parties.
essentialism One of the central modes of representation in philosophy. This refers
to the belief that people and/or phenomenon have an underlying and
unchanging essence.
Fordism The unique contribution of Henry Ford in adapting Taylorist principles
of scientific management to the assembly line in the mass production of
standardized products. Emphasis is on linear work sequencing, interdependence
of tasks, rigidity, standardization, dedicated machinery and tools later
transferred to new industries such as engineering and chemicals.
freedom A climate scale that refers to autonomy, ownership, responsibility and
choice.
freedom to voice ideas Perception of a safe and trusting work environment where
there is an absence of hierarchy and where ideas can be freely offered without
fear of intimidation, humiliation or ridicule.
Hawthorne effect A series of experiments were carried out by Elton Mayo at
the Hawthorne Works of Western Electric just outside Chicago in the period
192432 in an attempt to improve productivity using Taylorist principles. Mayo
discovered that much of the improvement obtained could be explained by group
dynamics rather than by scientific management. This was an early move in the
direction of systems thinking.
hegemony A term from the radical political philosopher Gramsci (18911937).
Hegemon is the Greek word for a dominant power. In practice hegemony means
the dominant global culture, which is currently capitalism. It is literally
unthinkable to challenge hegemony.
human relations movement Disillusioned with the negative side effects of
Taylorism and scientific management, researchers made use of the social
sciences, such as sociology and psychology, to investigate the workplace. In
contrast to scientific management, which saw workers as cogs in a machine,
the human relations movement saw workers as human beings and looked at
the relation between such aspects as motivation and job satisfaction with
productivity.
innovation The implementation or exploitation of creative ideas. Focus is on
social validation, acceptance and viability.
knowledge management Formal control and management of knowledge in
an organization for facilitating creation, access and use aimed at achieving
its objectives. The process of creating, capturing and using knowledge to
enhance performance. Organizational capability to value, distribute and
use knowledge.
labour flexibility Either the ability of the workforce to undertake different tasks or
to employment approaches that enable organizations to access and deploy
labour resources flexibly, such as via the use of a contingent (non-permanent)
workforce. A company with high labour flexibility is assumed to be able to
respond to changes in the market more quickly than less-flexible competitors.
Glossary 303
ontology A range of views about what exists, involving these principal questions:
What can be said to exist?; Into what categories, if any, can we sort existing
things?; What are the meanings of being?; What are the various modes of being
of entities?
open systems theory The organization is regarded as an open system representing
a holistic approach that recognizes the interdependence of different sub-systems
in an organisation. Complex interactions between individuals and groups, with
other organizations and with the external environment determine organizational
behaviour.
openness to experience A dimension of the five-factor model of personality.
Comprises characteristics that include being imaginative, intellectually curious,
cultured, original and broad minded. Different manifestations depend on the
focus. Openness to fantasy refers to a willingness to explore ones inner world
and to let ones mind wander; openness to aesthetics refers to an appreciation
for artistic expression; openness to feelings involves a willingness to accept ones
emotions, both positive and negative; openness to actions refers to willingness
to try new activities; openness to ideas is intellectual curiosity and willingness
to consider new ideas; openness to values refers to a willingness to examine the
fundamental values on which one bases ones life.
organizational climate Psychological perceptions of members, the aggregate of
which gives an indication of the feelings and beliefs of employees in relation to
policies, practices and procedures.
organizational culture Collective values, beliefs, attitudes and norms that influence
how employees think, feel and behave.
organizational encouragement A scale of stimulation of a creative climate,
representing perceived value and support for creativity and innovation from the
top to the bottom of the organization. For example, this may be in encouraging
generation of creative ideas through training in creative thinking,
encouragement of risk taking, reward, recognition and collaboration.
organizational impediments A scale of obstacles to a creative climate, representing
perceptions of excessively formal structures and procedures, destructive
competition and destructive criticism of new ideas.
panopiticism A noun constructed to describe the effect on people of not knowing
whether they are constantly being watched or not. Derived from the design of
the panopticon, a building designed by Jeremy Batnahm to make those in it feel
watched, and therefore to behave accordingly.
perception A mental process that involves selecting, receiving, attending to,
organizing, structuring, interpreting and storing information in order to make
sense of the world that surrounds us.
perceptual process How we make sense of the environment external to us, events
that occur in it and the behaviour of other social actors that occupy the space
with us. First we select, receive and attend to stimuli (a thing or an event that
evokes a specific reaction), then we organize and interpret the stimuli in a way
that is meaningful to us. Finally, we store our interpretations so that they can be
retrieved later as the basis of new perceptions. Perceptions are inherently
interpretations we make about what we see, hear, taste, smell and touch a
subjective reality, rather than an objective one that could be interpreted in the
same way by all social actors.
population ecology A management perspective that contends that the key
criterion of organizational survival pertains to the ability of organizations to
adapt to the changes occurring in the operating environment.
Glossary 305
by groups of humans, and therefore nothing is innately right or wrong; this can
change in time through societal influences.
social exchange Exchanges of benefits in which both employer and employee
understand and abide by the rules of engagement. Social exchange is
premised on the notion that the bestowing of a benefit creates an obligation to
reciprocate (Coyle-Shapiro and Shore; 2007)
stratification A term from sociology that considers how individuals are organized
into various groups by income and age, for example we know that in the UK
there is a lack of social mobility as the children of graduates tend to go to
university and then to well-paid employment.
structuralism A perspective on sociology and management theory according to
which social structures (markets, sectors, national business systems etc) are the
main source of action as they possess properties that cannot be reduced to the
individual agents that constitute these entities.
succession managament A strategic and deliberate approach to the development
of talent to ensure that key positions are filled from within the organization.
succession planning The process of identifying successors for key positions in the
organization and developing and deploying such individuals accordingly.
supervisory encouragement A scale of stimulation of a creative climate that refers
to perceived clarity of goals and communication.
supportive mechanisms Methods, systems and procedures put in place to
stimulate and support creativity and innovation.
systems theory A system is made up of a collection of elements that are
connected in some way. Systems change when elements leave or join. In systems
involving people, it is often very difficult, if not impossible, to know how the
elements are connected. Systems are self-regulating; they have their own goals.
In a mechanical system, these goals are designed in. In systems involving people,
these goals develop over time and can be extremely difficult to alter. This is why
management of change can be so difficult. If the system has many elements, it is
known as a complex system. If the elements of the system can act independently
and make decisions, these elements are known as agents, and the system is
capable of adapting itself. This is known as a complex adaptive system. Large
organizations are complex adaptive systems.
takeover The purchase of one company (the target) by another (the acquirer, or
bidder). The takeover can be hostile or friendly. In a hostile takeover the board
of the target company rejects the offer or it takes place against the wish of the
existing shareholders. In a friendly takeover the board of the target company
accepts the offer as it feels it serves the shareholder better.
Taylorism (Also known as Fordism.) Taylorism and its modern equivalent,
neo-Taylorism, is the dominant management paradigm today. It is named after
F W Taylor, an US engineer who invented scientific management principles
that were first applied in manufacturing environments such as the Ford Motor
Corporation factories in the 1920s. These include practices such as management
by objectives and time and motion studies to control the work process. By
separating conception from execution, it was thought that work could be more
cost-effectively and efficiently carried out, and (craft) workers better controlled.
transactional culture In transactional cultures emphasis is placed on task
performance and communication and interaction is content driven rather than
contextual. What is of interest in transactional relationships is the transaction as
opposed to the trust or familiarity in the relationship between the interacting
individuals.
Glossary 307
war for talent Coined by management consultants McKinsey & Company, this
term refers to the ever intensifying competition for talented individuals with
global acumen, multicultural fluency, entrepreneurial skills and the excellent
ability to manage organizations.
welfare capitalism Either the combination of a capitalist economic system with a
welfare state or, in the US context, the practice of businesses providing welfare-
like services to employees. This industrial paternalism was centred in industries
that employed skilled labour and peaked around the mid-20th century.
work group support A scale of stimulation of a creative climate referring to group
diversity, openness to ideas, constructive challenge and shared commitment of
team members.
workload pressure A scale of obstacles to creative climate concerned with the
negative effects of excessive time or workload demands on creativity and
innovation. While some pressure is desirable, excess can kill creative behaviour.
308
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index