Managing Organisational Culture. Dr. John Whiteoak University of the Sunshine Coast firstname.lastname@example.org. Culture = Soft BUT Soft = Hard. PASSIVE-AGGRESSIVE Organisational Cultures. SOURCE: Neilson et al. Harvard Business Review. 2005. Passive-Aggressive Cultures.
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Dr. John Whiteoak
University of the Sunshine Coast
SOURCE: Neilson et al. Harvard Business Review. 2005.
Or more importantly
Why is our strategy?
Brings people together around a common dream
Co-ordinates the work of different people
Helps everyone make decisions
Builds a foundation for business planning
Challenges the comfortable or inadequate present state
Makes incongruent behaviour more noticeable
“So What Are You On About?”
The “Big Three” “Justa”s“The strategy is right. It’s just a communications problem.”“The plan is dead on—it’s just animplementation problem.” “Look, we’ve got the strategy right—we just need to fix the people bit.”
(Darryl Krook, MD, CPEM Consulting)
Vision statements count for little if more than half the employeesdo not share the company values
SEEK Employee Satisfaction & Motivation Survey 2004
“All organisations routinely say that ‘people are our greatest asset’. Yet few practice what they preach, let alone truly believe it … organisations have to market membership as much as they market products and services – and perhaps more”.
(Peter Drucker, 1992)
“In short, hiring isthe most important aspect of businessand yet remains woefully misunderstood.”
Source: Wall Street Journal, 10.29.08,
review ofWho: The A Method for Hiring,
Geoff Smart and Randy Street
Employee retention & satisfaction:Overwhelmingly, based on thefirst-line manager!Source: Marcus Buckingham & Curt Coffman, First, Break All the Rules: What the World’s Greatest Managers Do Differently
“You have to treat your employees like customers.”—Herb Kelleher, complete answer, upon being asked his “secrets to success”
Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done; across the
way in Dallas American Airlines’ pilots were picketing the Annual Meeting)
Press Ganey Assoc:139,380 former patients from 225 hospitals:noneof THE top 15 factors determining Patient Satisfaction referred to patient’s health outcomeP.S.directly related to StaffInteractionP.S.directly correlated with Employee SatisfactionSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
“Natural selection is death. ...Without huge amounts of death, organisms do not change over time.... Death is the mother of structure. ... It took four billion years of death ... to invent the human mind ...”— The Cobra Event
Management “happy talk”
General low standards
Denial of bad news
Focus on narrow functional goals
Low confrontation culture
Internal measures have inappropriate performance indices
Inadequate external reporting feedback
Source: Adapted from McDonald, G. (1989). Manager attitudes to training. Asia Pacific HRM, 27(4).
In the past month I have….