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CHAPTER TWO: MANAGING LEADERSHIP COMMUNICATION IN ORGANIZATIONAL
CULTURES
Objectives
Identify diverse management styles
Recognize and respond to leadership and
management diversity
Develop your personal communication style
applied to leadership and management
Identify the influence of organizational culture on
communication and performance
Describe elements of organizational culture
Indicate the steps to create change in organizational cultures
Effectively communicate with units within organizations
Key Words
Organizational culture, management approaches and theories, classical theory, human relations
approach, human resources approach, TQM approach, contingency leadership approach
On the Internet
On organizational culture:
Chapter Teaching Notes
I. Organizational Culture as a Context for Communication
A. Organizational culture plays a role in:
1. The design and structure of an organization
2. The leadership styles engaged during business and professional
communication.
B. Organizational culture revolves around commonly accepted attitudes and
behaviors in an organization.
II. Organizational Culture Qualities
A. Mission and goals an organizational culture s driving force aligning a central
belief and the action steps taken to accomplish it.
B. Values items considered of ultimate worth or importance that influence
behaviors and attitudes.
C. Beliefs what individuals believe as true or false
D. Procedures and rituals the common understanding of the way things are to be
done and the routine activities that occur
E. Scope and Space what are the organization s size boundaries and service
territories?
F. Roles prescribed or expected models of organizational activity and the
organization identification of key individuals
G. Relationships associations and interactions among people
H. Reward and recognition how do employees receive merit or advancement?
I. Language and communication style the code or jargon associated with an
organization. How do people
communicate?
1. Communication style refers to frequent processes and approaches for
information sharing.
2. Communication style analysis revolves around three key points:
a. What is said message content and information availability
b. How a message is said – the emotions that play a role in
J. Stories and narratives create understanding of the values and norms of an
organization
1. Heroes
2. Rules and procedures
3. Leadership expectation
K. Leadership style what style is used and what does the leader expect in return?
L. Organizational identity and image
1. Values people?
2. Values things?
III. Organizational Leadership Communication
Designs
A. Leadership and Scientific Management Perspectives
1. Time and motion studies and efficiency if human work can be
2. Motivation carrot and stick approach, humans are economically
driven
3. Organizational Structure structure as a means of organizing
employees and prescribing communication responsibility
a. Tall Organizational Chart traditional hierarchy with many
B. Human Relations Perspective
1. Hawthorne effect Attention increases productivity
2. Employee focused attention employees are motivated by a need for
attention
C. Human Resources Perspective
1. Maslow s Hierarchy of Needs
2. hygienic and motivator factors the hygienic factor is a
3. Theory X employees are lazy and less competent than leaders, need
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4. Theory Y people want to work and can be self-motivated
D. Systems Perspectives to Leadership Communication
1. Communication systems can be viewed as mutually-influencing units,
or as a web of networks forged through daily interaction
2. Blake and Mouton s Managerial Grid similar to the human resources
3. Four Systems Describes four levels of employee
E. Total Quality Management Perspectives
1. Quality with no errors
3. Market driven responses
5. Employee participation
F. Contingency Perspective
2. It is critical to match the leadership style in a way that communicates
best with follower performance
Case Study
(Taken from the insert in the chapter). During the 1980s, Taco Bell viewed itself competing
in
the
Mexican fast-food business. However, rapid changes took place when they began to compare
themselves with all fast food and competed with all fast-food chains (pizzas, hamburgers). The
next expansion occurred when Taco Bell redefined itself as being the business of feeding
Finally, they expanded their delivery channels (convenience stores, schools, airports,
etc.) and added extended hours. These changes results in market sales rises from $80 billion to
$800 billion from 1983 to 1993 (Charan & Tichey, 1998).
How would you evaluate the roles of customer service, scope and space, and mission in
this example? What factors have you experienced personally with Taco Bell?
Class Exercises
1. Objective: To help students identify areas of strengths and weaknesses in leadership.
(Worksheet available)
Time: 10 minutes
Directions: From the text: Insert 2.4. How Do You Rate As A Successful Leader?
Take the quiz, do I rate as a successful leader? For all of the areas that could be
improved in your leadership, make a list of 3-5 actions that you can take this week to begin
improving these areas.
1. Do I encourage participation?
2. Do I have realistic goals?
3. Do I continually question myself?
4. Am I aware of team effort and loyalty?
5. Do I work with a group before innovating?
6. Do I provide enough information to teams?
7. Can I tolerate ambiguity or frustration?
8. Can I share success with others?
9. Can I not get my way without pouting?
10. Do I control the impulse to get even?
Yes No Uncertain
2. Objective: To make connections between communication theory of organizational culture
and real life situations.
Time: 25 minutes
Directions: Make a list of popular slogans or mission statements from past or present
3. Objective: Increase understanding of organizational hierarchies and their effect on
communication.
Time: 20 minutes
Directions: Draw an organizational chart for your school or another organization you have
been involved with. Identify whether it is a tall or flat organization based on the
4. Objective: To make connections between TQM theory and real life situations.
Time: 60 minutes
Directions: Find as many resources and information on a flailing company as possible (teacher
can provide photocopied information to save time). How would you readjust the organization
Discussion Questions
1. What organizations can you think of that have merged? Were they successful or
unsuccessful? How do you think organizational culture played a part?
2. Which values do your college or university suggest are more important than others? How
does the institution portray these values as important?
3. How do the rituals at your college or university influence the culture?
4. How do globalization and cultural diversity play a part in a compan values, beliefs,
procedures, and rituals?
5. What experiences have you had where one of Maslow s basic needs was not met? How
did that affect your life and your other needs?
6. Which of Lik Management systems is the most appealing to you? Why?
7. Whom would you rate as a successful leader? Why? What is that person s approach to
managing people?