“Culture” is a frequently used buzz word in the business community.
Most often you hear business leaders talk about the strength of their company’s culture, or the blending of the cultures of two companies merging in an acquisition.
But what exactly is Organizational Culture? And why is it so important?
The term Organizational Culture describes the shared beliefs, values, assumptions, and accepted behaviors that the stakeholders of an organization share in common.
These are beliefs, values, assumptions, and behaviors that members of the group, the organization, learned and acquired as they solved their problems of adapting to outside forces and integrating within the organization.
These “norms” of thoughts and behavior are either taught to new members in formal training sessions by group leaders or informally through the acceptance or rejection of the newcomers’ thoughts or actions by established members of the group.
Every organization, like every society, has it’s own culture, and each is unique to the organization.
So why is it important?
The “norms” established and accepted by an organization’s culture have a direct effect on the services rendered or products created by the organization.
If the culture does not create an environment that fosters positive customer interaction and engagement, the organization will falter and likely fail.
Imagine a culture where it’s ok to treat each other with disdain, you fear the boss, you’re not valued, and where you’re not expected to do more than the minimum required during your work day. Sound familiar? Unfortunately, It is all too common.
Does this sound like a culture that will create exceptional customer experiences? No.
Now imagine a culture where the “norm” is to give freely and cheerfully of your time and energy to make each person you deal with feel like they’re important and valued. A culture where you feel important and valued. Where you are inspired by your leadership and work towards the common goal of creating exceptional customer engagements.
Where would you rather work? Where would you rather shop?
Business leaders continuously delude themselves by quoting their Mission Statement as proof that they have a “strong culture.” Just because it’s written, doesn’t make it so.
If business leaders aren’t actively managing their organization’s culture, it’s managing them.
What is your organization’s culture? Is it congruent with the values and beliefs stated in your Mission Statement, your Statement of Organizational Values, or with your “norms”?
Call me and we can discuss how to get your organizational culture back on track with your values and beliefs.
