Systems Approach
This organizational approach is metaphorically compared to a living organism.
What is the systems approach?
Sensemaking stage that occurs when a new employee enters a organization
What is the encounter phase
This Approach assumed that organizational culture is usually fairly stable and widespread across the entire organization.
How are employees in the Smile Factory article asked to perform emotional labor?
Workers are being paid to be friendly, even though it could have been uncomfortable for them to do. Their wage depended on whether not they were displaying certain emotions.
The three processes are used by the Systems Approach to understand the way communication functions within an organization.
What are Inputs, Throughputs, and Outputs?
When workers feel genuine emotions on the job and express those emotions in interactions
What is Deep Acting
This is a a 60 second speech in which a person is able to provide a brief summary of what he/she is looking for in a job and its connection to long-term career goals
What is an Elevator Speech?
These theorist argue that business success can be enhanced through the development of a strong culture
Who are Deal and Kennedy
Give an example of a display rule from the "Smile Factory" reading.
Having to make eye contact with every customer, always smiling, never break character
Weiner believed that managers should give THIS type of feedback to workers in order to correct poor performance.
What is NEGATIVE feedback.
Strain that results from ongoing stressors, such as emotional exhaustion, depersonalization, and decreased personal accomplishments.
What is burnout
Part of the assimilation process where you research a potential employer and talk to people who already work there.
What is Anticipatory ORGANIZATIONAL Socialization
True or False. Organizational cultures are unitary?
False. Good organizations have a multitude of sub-cultures that co-exist in harmony, conflict, or indifference to each other. These all exist within the same larger organizational culture.
From the Disney video clip shown in lab, give an example of how Disneyland used language to create/promote their organizational culture
Responses will vary.
Organizational members as "cast members"
Customers as "guests"
Rides as "attractions"
Employee area as "under park"
This network link is defined by how many different types of information pass through it.
What is a MULTIPLEX link?
A worker's friends and family tend to provide THIS type of social support.
Emotional - shoulder to cry on
Instrumental - take on some extra duties at home, so worker has more time/energy to deal with issues a work.
Part of the assimilation process when a member brings up sensitive or uncomfortable discussion topics at work. The employee may also feel more comfortable criticizing company policies or violating organizational norms.
What is Disengagement.
This theorist compares organizational culture to an "onion"
Who is Edgar Schein
Name a similarity between organizational culture presented in both the Banana time case study and the Smile Factory case study
Both organizations had strict rules for how things should be conducted. The approach was very classic.
This theorist argued that people ENACT the environment they interact within
Karl Weick
This organizational approach believes that it is a waste of time for managers to worrying about the emotional state of their employees. If an employee gets upset or burned out at work, they should be let go and replaced with a new, fresh worker.
What is - A CLASSICAL approach to managing emotions (p. 212).
Newcomer solicits information by breaking or deviating from organizational rules and observing reactions
What is Testing limits
These theorists identified 8 specific qualities/practices that "excellent" or high-performing companies all have in common.
Who are Peters & Waterman
Provide examples of one phase of Jablin's assimilation process described in the "Smile Factory" case study.
1-Anticipatory socialization -talked to someone else that worked there before joining.
2-Encounter-attending Disney University.
3-Metamorphosis (2 parts)
A-socialization-He learned his "place" in organizational hierarchy (hung out with other attraction/ride operators)
B-individualization-He let his hair grow over his ears. He "altered" Disney's appearance rules and let his hair grow over his ears. This was allowed for a while ... but ultimately got him fired.
4-Exit-Was hauled off ride and escorted off property (very quick/no notice or time for him to engage in "taboo topics" of conversation with co-workers).
5-Post Exit-No official contact with co-workers/company...but communicating with outsiders (a hostile exit = disloyalty)