Concepts on Organizational Behavior, Culture, and Diversity PDF

major study area is change – how to Concepts on Organizational Behavior, Culture, implement it and how to reduce barriers and Diversity to its acceptance. Social psychologist...

major study area is change – how to Concepts on Organizational Behavior, Culture, implement it and how to reduce barriers and Diversity to its acceptance. Social psychologists The continued economic globalization of the contribute to measuring, understanding, tourism and hospitality industry and an increasing and changing attitudes, identifying influx of migrant workers into the companies communication patterns, and building make it necessary to manage cultural diversity at trust. They have made significant the workplace effectively. The modern workforce contributions to the study of group is made up of people of different genders, ages, behavior, power, and conflict. ethnicity, religions, and nationalities. Anthropology. It is the study of societies to Organizational behavior (OB) is a field of study learn about human beings and their that investigates the impact of the three (3) activities. Anthropologists’ work on determinants of behavior within organizations: cultures and environments has helped individuals, groups, and structures. OB applies the people understand differences in knowledge gained about the determinants of fundamental values, attitudes, and behavior among themselves in different behavior to make organizations work more countries and within various effectively (Robbins & Judge, 2018). Major organizations. Much of today’s Behavioral Science Disciplines understanding of organizational culture OB is an applied behavioral science built on and diversity is a result of the work of contributions from a number of other behavioral anthropologists. science disciplines, mainly psychology, sociology, Organizational culture includes the organization’s social psychology, and anthropology (Robbins & vision, values, norms, systems, symbols, language, Judge, 2018). Psychology. It seeks to measure, and beliefs. It is a system of shared meaning explain, and sometimes change the behavior of based on written and unwritten rules that have humans and other animals. Contributors to the been developed over time and are considered knowledge of OB are industrial and organizational valid by members that distinguish the organization psychologists. They studied the problems of from other organizations. Seven (7) primary fatigue, boredom, and other working conditions characteristics capture the essence of an that could impede efficient work performance. organization’s culture (Robbins & Judge, 2018): Most recently, their contributions have expanded Innovation and risk-taking. This is the degree to include learning, motivation, personality, to which employees are encouraged to be emotions, leadership effectiveness, job pioneering, inventive, and take on satisfaction, decision-making processes, possibilities. performance appraisals, work design, and job Attention to detail. This is the degree to stress. which employees are expected to exhibit Sociology. While psychology focuses on the precision, focus, and thorough analysis to individual, this discipline studies people specifics. concerning their social environment or Outcome orientation. This is the degree to culture. Sociologists have contributed to which management focuses on results OB through their study of group rather than on the techniques and behaviors in organizations, particularly processes used to achieve them. formal and complex ones. Their People orientation. It is the degree to which contributions include organizational management decisions take into culture, organizational structure, consideration the effect of outcomes on organizational technology, people within the organization. communications, power, and conflict. Social Psychology. As a branch of psychology, it blends concepts from both Team orientation. It is the degree to which psychology and sociology to focus on work activities are organized around people’s influence on one another. One groups rather than individuals.  Aggressiveness. This is the degree to which ✔ It increases productivity on complex tasks. people are competitive rather than easygoing. A multicultural working environment Stability. It is the degree to which leads to more effective implementation of the tasks with different people organizational activities emphasize engaged in it. maintaining the status quo in contrast to Challenges Concerning Organizational Behavior growth. Today’s working environment brings challenges Each primary characteristic above exists on a that open opportunities for organizations to use continuum from low to high. Appraising an OB concepts (Robbins & Judge, 2018). organization on the strength of each provides a basis for the members’ shared understanding Continuing Globalization. National borders about the organization, how things are done in it, no longer constrain organizations since and the way they are supposed to behave or the world has become a “global village”. perform. In the process, organization leaders’ job has changed. Effective leaders anticipate Multicultural diversity refers to the existence of a variety of cultural or ethnic groups within a and adapt their approaches to global society. It is the result of an organizational culture issues concerning organizational behavior. based on race, ethnicity, age, religion, or gender. Globalization has enhanced the diversity Race refers to a person's biological or physical experienced in the hospitality and tourism characteristics, such as bone structure and skin, industry because of its multicultural hair, or eye color. Ethnicity, on the other hand, nature. refers to cultural factors, including one’s Workforce Demographics. The workforce nationality, geographic culture, ancestry, and has always adapted to variations in the language. economy, longevity, birth rates, Benefits of Multicultural Diversity socioeconomic conditions, and other changes that have a widespread impact. Despite the challenge of having a culturally People adapt to survive, and OB studies diverse environment, such a setting would also the way those adaptations affect have the following benefits or advantages to an individual and group behavior. Studying organization (Sawyer, 2018). OB helps organizations investigate the ✔ It increases people’s interpersonal skills factors that lead employees to make because people from different cultures, various choices and how their when working together, can easily experiences affect their perceptions of understand others’ views, thus increasing their workplaces. In turn, this can help teamwork. predict one’s organizational outcomes. ✔ It expands innovation and creativity. Workforce Diversity. This trend is one of the Indeed, employees of different backgrounds most important challenges for can help out a lot when it’s time to create organizations. This happens when new projects. It also means different organizations are becoming more solutions to a common problem. ✔ It heterogeneous in terms of employees’ provides a wider range of languages spoken. gender, age, race, ethnicity, sexual With an increasing number of international orientation, and other characteristics. guests or customers, employees in a Managing diversity is a global concern. company can benefit from learning new language/s and thereby expand their Social Media. Despite its universality, many knowledge. organizations continue to struggle with employees’ use of social media in the ✔ It grows a company’s credibility because workplace. This difficult issue on social having people from various backgrounds media usage shows how today’s can make the company more attractive organization managers are presented with or marketable to potential guests and both a challenge and an opportunity for future workforce. OB. They need to adopt policies designed  to protect employees and their competition, it is not surprising that many organizations with balance and employees feel pressured to cut corners, understanding. break rules, and engage in other Once employees are on the job, questionable practices. Increasingly they organizations must provide policies or face ethical dilemmas and choices in guidelines about accessing social media which they are required to identify right at work – when, where, and for what and wrong conduct. Should they “blow purposes. By doing so, this increases the whistle” if they discover illegal employee satisfaction and improve activities in their companies? Do they positive organizational outcomes. follow orders with which they don’t Employee Well-Being at Work. One of the personally agree? Should they “play biggest challenges to maintain employee politics” to advance their careers? well-being is the reality that many Today’s manager must create an ethically workers never get away from the virtual healthy culture for employees in which workplace; at some point, employees they can do their work productively with don’t feel like they are not part of a team. minimal uncertainty about right and The sense of belonging is very challenging wrong behaviors. Companies that for virtual workers. According to research, promote a strong ethical mission, one (1) in four (4) employees shows signs encourage employees to behave with of burnout, and two (2) in three (3) report integrity, and provide strong leadership high-stress levels and fatigue. This may can influence employee decisions to actually be an underestimate because behave ethically. workers report maintaining “always on” As future leaders in tourism and hospitality, one access for their managers through e-mail, needs to develop interpersonal or people skillsto texting, and phone calls. Employee be effective in his/her chosen job. OB investigates well-being is also challenged by heavy the impact that individuals, groups, and structures outside personal commitments (i.e., have on behavior within an organization, and balancing work and family then applies that knowledge to make that responsibilities). Through the study of OB, organization’s culture work more effectively. organizations can guide managers in Workplace diversity not only facilitates easy designing workplaces that can help their understanding of different cultural, social, and employees deal with work-life conflicts. economic perspectives but also enhances the Positive Work Environment. A growing area delivery of satisfactory services through in OB research is referred to as positive communication and observation. organizational behavior (POB), which studies how organizations develop human Levels of Diversity strengths, foster vitality and resilience, and unlock potential. Key subjects in this The multicultural perspective seeks to provide a research are engagement, hope, conceptual framework that recognizes the optimism, and resilience in the face of complex diversity of a complex society while, at strain. POB does not deny the value of the the same time, suggesting bridges of shared negative (such as critical feedback). It concern that bind culturally different persons to challenges researchers to look at it one another. How do people differ? Are there through a new lens and pushes the levels in which they are different? Surface-level organization to make use of employees’ diversity refers to the differences in easily strengths rather than dwell on their perceived characteristics such as gender, race, limitations. Some organizations employ ethnicity, age, or disability, that do not “culture officers” to shape and preserve necessarily reflect the ways people think or the company’s personality. feel but that may activate certain stereotypes. Ethical Behavior. In an organizational world Deep-level diversity pertains to the differences characterized by downturns, expectations in values, personality, and work preferences that of increasing productivity, and tough become progressively more important for think of stereotypes as the fuel that powers the determining similarity as people get to know one discrimination engine. Stereotypes can be another better. Managing diversity involves and deceptive not only because they may affect the benefits everyone. To appreciate this further, and fairness of the organization, but because they can understand the difference between surface and affect how potential targets of discrimination see deep-level diversity, consider the following themselves example. Arthur and Morgana are managers who (Robbins & Judge, 2018). do not seem to have much in common. Arthur is a Stereotype threat describes the degree to which young, recently hired male from a one internally agrees with the generally negative European-speaking neighborhood in Manila with stereotyped perceptions of one’s group. Along a Marketing degree from a prestigious university. with that comes a fear of being judged when Morgana is an older woman from a rural area in identified with the negative connotations of that Cebu, who started as a secretary after her college group. This can happen when one is a minority in education and worked her way up to the a situation. For instance, an older worker applying hierarchy. for a job in a predominately millennial-age At first, these coworkers may notice their workforce may assume the interviewer thinks s/he surface-level differences in education, ethnicity, is out of touch with current trends. What creates regional background, and gender. However, as a stereotype threat is not whether this worker is they get to know and understand one another, or is not up to date with trends, but whether he they may find they are both deeply committed to internally agrees that older workers (the group he their families, share a common way of thinking identifies with) are out of date (the stereotype). about work problems, like to work collaboratively, Stereotype threat has serious implications for the and are interested in international assignments. workplace. Employees who feel it may have lower These deep-level similarities can overshadow the performance, lower satisfaction, negative job more superficial differences between them, and attitudes, decreased engagement, decreased research suggests they will work together. motivation, higher There can be serious repercussions to discrimination and exclusion, which often stem from socially constructed inequalities. It is absenteeism, more health issues, and higher important for future tourism and hospitality turnover intentions. Thankfully, this is something managers to acknowledge the role of inclusion that organizations can combat in the workplace when considering diversity, which will help by treating employees as individuals, and not improve opportunities for all. highlighting group differences. The following organizational changes can be successful in Discrimination in the Workplace reducing stereotype threat (Robbins & Judge, Although diversity presents many opportunities 2018): for organizations, diversity management includes ✔ increasing awareness of how stereotypes working to eliminate unfair discrimination. To may be perpetuated; discriminate is to note a difference between ✔ reducing differential things, which in itself isn’t necessarily bad. and preferential Noticing one employee as more qualified is treatment through necessary for making good hiring decisions; objective assessments; noticing another is taking on leadership ✔ banning stereotyped responsibilities exceptionally well is necessary for practices and messages; making strong promotion decisions. ✔ confronting even small, seemingly Stereotypes inoffensive remarks or attacks against Usually, when talking about discrimination, minority groups; and ✔ adopting though, it means allowing one’s behavior to be transparent practices that signal the influenced by stereotypes about groups of value of all employees. people. Stereotyping is judging someone based on Types of Workplace Discrimination his/her perception of the group to which s/he Discrimination can occur in many ways, and its belongs. To use a machine metaphor, one might effects can vary depending on the organizational Differentiating Characteristics context and the personal biases of employees (Robbins & Judge, 2018). The following covers some important surface-level and deep-level characteristics that differentiate Discriminatory policies or practices – These are members of the global tourism and hospitality actions taken by representatives of the workforce. Biographical characteristics are organization that deny equal opportunity to personal characteristics such as age, gender, race, perform or unequal rewards for performance. and length of tenure that are objective and easily For example, older workers may be a target obtained from personnel records. These for layoffs because they are highly paid and characteristics are representative of surface-level have lucrative benefits. diversity (Robbins & Judge, 2018). Sexual harassment – This refers to unwanted Age – This is likely to be an issue of sexual advances and other verbal or physical increasing importance during the next conduct of a sexual nature that create a decade for many reasons. For one, the hostile or offensive work environment. For workforce is aging worldwide in most instance, salespeople at one company went developed countries. Stereotypes of older on company-paid visits to strip clubs, brought workers as being behind the times, strippers into the office to celebrate grumpy, and inflexible are changing. promotions, and fostered pervasive sexual rumors. Managers often see a number of positive qualities older workers bring to their jobs, Intimidation – This refers to overt threat or such as experience, sound judgment, bullying directed at members of specific strong work ethic, and commitment to groups of employees. For instance, an quality. African-American employee at some companies has found nooses (ropes with loop at the end) hanging over their workstations. In 2016, the Republic Act No. 10911, Mockery and insults – These refer to jokes or otherwise known as “The Anti-Age negative stereotypes; sometimes, the result of Discrimination in Employment Act”, was jokes are taken too far. For example, Arab signed into law to promote equal Americans have been asked at work whether opportunities in employment for they were carrying bombs or were members everyone. The Act encourages employers of terrorist organizations. to hire individuals based on their abilities, knowledge, skills, and qualifications, Exclusion – This pertains to the exclusion of rather than their age. It likewise prohibits certain people from job opportunities, social arbitrary age limitations in employment events, discussion, or informal mentoring, and advances the rights of all employees which may occur unintentionally. For example, and workers, regardless of age, to be many women in finance claim they are treated equally in terms of compensation, assigned to marginal job roles or are given benefits, promotion, training, and other light workloads that don’t lead to promotion. employment opportunities in the Incivility – This refers to disrespectful treatment, Philippines. including behaving aggressively, interrupting In 2018, the Department of Labor and the other person, or ignoring varying Employment (DOLE) had noticed the good opinions. For instance, female lawyers note development that sees fast food chains, that male attorneys frequently cut them off restaurants, and private companies hiring or do not adequately address their comments more senior citizens and persons with during a trial. disabilities (PWDs; discussed further Whether it is overt or covert, intentional or below), but is reminding employers to unintentional, discrimination is one of the primary treat them equally. The Department factors that prevent diversity. On the other hand, Secretary also emphasized that the recognizing diversity opportunities can lead to an four-hour work scheme of these groups effective diversity management program and, must be according to the minimum wage ultimately, to a more successful organization.  law, and they must also be compensated Philippines’ response to the UN CEDAW. with the appropriate overtime pay for Race and ethnicity – These have been working more than eight (8) hours in a studied as they relate to employment day. outcomes such as hiring decisions, For instance, Jollibee and McDonald’s performance evaluations, pay, and have been hiring senior citizens and PWDs to workplace discrimination. Individuals may be part of their foodservice workforce since slightly favor colleagues of their own race 2019, including the implementation of RA No. in performance evaluations, promotion 10911 in their policies. Sex – Few issues decisions, and pay raises, although such initiate more debates, misconceptions, and differences are not found consistently, unsupported opinions than whether women especially when highly structured perform as well on jobs as men do. In reality, methods of decision making are few—if any—differences between men and employed. women affect job performance. In the hiring Disabilities – Workplace policies, both official realm, managers are influenced by gender and circumstantial, regarding individuals bias when selecting candidates for certain with physical or mental disabilities, vary positions. from country to country. Countries such as Australia, the United States, the United For instance, men are preferred in hiring Kingdom, and Japan have specific laws to decisions for male-dominated protect individuals with disabilities. These occupations, particularly when men are laws have resulted in greater acceptance doing the hiring. A study of 20 and accommodation of people with organizations in Spain, for example, physical (such as deafness and muteness) suggested that men are generally or mental impairments (like autism). selected for leadership roles that require handling organizational crises. According In addition, technology and workplace to Naomi Sutherland, senior partner in advancements have greatly increased the diversity at recruiter Korn Ferry, scope of available jobs for those with all “Consciously or subconsciously, types of disabilities. Managers need to be companies are still hesitant to take the attuned to the true requirements of each risk on someone who looks different from job and match the skills of the individual their standard leadership profile.” to them, providing accommodations when needed. According to The ASEAN Post Team (2019), gender equality remains a top priority in the Philippines, with policies already in In the Philippines, Republic Act No. 10524 place to address the equal opportunity in or the “Act Expanding the Positions careers, recruitment biases, and flexible Reserved for Persons with Disabilities work arrangements. The country is also (PWDs)” amended the Magna Carta for one of the few with gender provision in its PWDs in 2016 and gave the PWDs more Constitution, and one of the earliest employment opportunities. Under this signatories to the United Nation’s (UN) law, private corporations that employ at Convention on the Elimination of All least 100 employees are encouraged to Forms of Discrimination Against Women reserve at least one (1) percent of all (CEDAW). The year 2019 marks the 10th positions for PWDs. Those who employ anniversary of the enactment of the less than 100 employees are encouraged Republic Act No. 9710 or the Magna Carta to hire PWDs. Government agencies shall of Women (MCW) which was signed into also reserve at least one (1) percent of law on August 14, 2009, as a step to their regular and non-regular positions for empower and uplift Filipino women and PWDs. support the laws that protect women’s Businesses like Fruitas, Farron Café, and rights and equal access to opportunities Dunamai Café have opened their doors for PWD and resources. The MCW is the employees. Deep-level characteristics such as countries, the global, full acceptance and religion, sexual orientation, gender identity, and accommodation of lesbian, gay, bisexual, cultural identity provide opportunities for and transgender (LGBT) employees workplace diversity, as long as discrimination can remains a work in progress. be overcome. Cultural identity – Workplace practices that coincided with the norms of a person’s Religion – Not only do religious and cultural identity were commonplace years nonreligious people question each other’s ago when societies were less mobile. belief systems, often people of different People looked for work near familial religious faiths conflict with one another. homes, and organizations established There are few—if any— countries in holidays, observances, practices, and which religion is a non-issue in the customs that suited the majority (Robbins workplace. For this reason, employers are & Judge, 2018). An organization seeking to prohibited by law from discriminating be sensitive to the cultural identities of its against employees based on religion in employees should look beyond many countries, including Australia, the accommodating its majority groups and United Kingdom, and the United States. instead create as much of an Sexual orientation and gender identity – individualized approach to practices and Sexual orientation describes a person’s norms as possible. Often, managers can inherent enduring physical, romantic, provide the bridge of workplace flexibility and/or emotional attraction to another to meet both organizational goals and person, while gender identity refers to individual needs (Braedel-Kühner & one’s internal and personal sense of being Müller, 2016). a man or a woman, which can be the Ability is an individual’s current capacity to same or different from their sex assigned perform the various tasks of a job. Overall abilities at birth. are essentially made up of two (2) sets of factors: The Philippine Commission on Women intellectual and physical. (PCW), enacting on an anti-discrimination Intellectual abilities – These refer to abilities based on sexual orientation and gender needed to perform mental activities such identity law, provides Policy Brief No.11. as thinking, reasoning, and This policy brief explains the rationale and problem-solving. Most societies place a recommendations for upholding the basic high value on intelligence, and for a good human rights of persons with diverse reason. Smart people generally earn more sexual orientation and gender identity money and attain higher levels of (SOGI). Other existing Section 3 of the education. They are also more likely to MCW provides that “All individuals are emerge as leaders of groups. However, equal as human beings by virtue of the assessing and measuring intellectual inherent dignity of each human person. ability is not always simple, partially No one should therefore suffer because people aren’t consistently discrimination on the basis of ethnicity, capable of correctly assessing their gender, age, language, sexual orientation, race, color, religion, political or other opinion, national, social or geographical own cognitive ability. Pancake House and origin, disability, property, birth, or other Manulife Business Processing Services were status as established by human rights given recognition for their innovative standards.” So far, only 17 percent of practices in autism-inclusive employment last companies in the Philippines have some January 2020. Physical abilities – These refer form of SOGI-inclusive, non-discrimination to the capacity to do tasks that demand policy, and they were all from the BPO stamina, dexterity, strength, and similar (business process outsourcing) sector, characteristics. High employee performance is which are foreign-headquartered. likely achieved when the extent to which a While much has changed in other  job requires physical abilities that matches the discrimination are based on the idea that employee’s skills in that job. discriminatory treatment is unfair. Regardless of Organizations are increasingly becoming aware race or gender, people are generally in favor of that an optimally productive workforce includes diversity-oriented programs, including affirmative all types of people and does not automatically action programs (AAP), to increase the exclude anyone based on broad categories of representation of minority groups and ensure abilities. For example, a pilot program of software everyone a fair opportunity to show their skills company SAP in Germany, India, and Ireland has and abilities. Effective approaches to managing found that employees with autism perform cultural diversity at the workplace are (Robbins & excellently in precision-oriented tasks like Judge, 2018): debugging software (Robbins & Judge, 2018). ✔ Define organizational values and policies. Ensure to give proper answers to these Diversity Strategies and Approaches questions before deciding on Discrimination, for any reason, leads to increased fundamental policies and ethics of one’s turnover, which is detrimental to overall organization. organizational performance. While a better What does the organization representation of all racial groups in organizations eventually aim at? remains a goal, an individual of minority status is What image does one want to much less likely to leave the organization if there promote to apply effectively is a feeling of inclusivity, known as a positive cultural diversity workforce in diversity climate. It can lead to increased sales, hospitality management? suggesting there are organizational performance What kind of workforce does one gains associated with reducing racial and ethnic want in the future? discrimination (Connerley & Pederson, 2005). What kind of workforce Diversity management involves the active process characteristics are vital for the and programs by which organization managers performance? make everyone more aware of and sensitive to ✔ Adopt employee relationship management the needs and differences of others. This system. To integrate workers from definition highlights the fact that diversity different cultures into the workplace, programs include and are meant for everyone, managers should create a good regardless of characteristics and in light of varying relationship with them. Some programs specific abilities. Organizations use a variety of can help develop the relationship – they diversity programs in recruiting and selection are, language teaching, celebrating policies, as well as in training and development different religious or traditional holidays practices. Effective, comprehensive workforce of employees, involving employees’ programs encouraging diversity have three (3) families into some company activities, etc. distinct components (Robbins & Judge, 2018). Indeed, creating such a family 1. They teach managers about the legal atmosphere helps increase retention. To framework for an equal employment successfully create such an opportunity and encourage fair treatment of all people regardless of their demographic characteristics. atmosphere through programs, managers 2. They teach managers how a diverse should first try to know the personalities workforce will be better able to serve a and backgrounds of their people. For diverse market of customers and clients. example, managers can have conversations with employees during the 3. They foster personal development practices downtime or social events to understand that bring out the skills and abilities of all more about them. workers, acknowledging how differences in perspective can be a valuable way to ✔ Develop a diversity management training improve performance for everyone. program. Training programs are another factor that ensures effective management Most negative reactions to employment of cultural diversity. Amid increased  globalization of the hospitality industry, are not proportionally represented in top diversity management training programs management, managers should look for any such as cross-cultural training can help hidden barriers to advancement. Managers can overseas managers to learn about often improve recruiting practices, make different cultures and help them develop selection systems more transparent, and provide skills of managing cultural diversity issues. training for those employees who have not had That so doing can significantly decrease adequate exposure to diversity material in the the potential costly failure due to cultural past. The organization should also clearly difference problems. Not only with communicate its policies to employees so they managers, diversity management training can understand how and why certain practices are should be implemented in all levels in the followed. Differences in legal and cultural factors tourism and hospitality industry. across nations forced international companies to ✔ Optimize cultural diversity training. The develop unique policies to match the cultural and cultural diversity training involves legal frameworks of each country in which they understanding what it is, why it is operate. important, understanding culture at all levels, from individual, national to organizational levels. Trainers need to explain the behavioral influences of culture on the job and define the phenomena of stereotypes, assumptions, and prejudice. Diversity training is intended for understanding, seeing things in a new way, reflection, and realization. It should be applied both to employees and management. Also, measurement and accountability are required in training. There can be assessments to draw employees’ attention on the topic. Assessments help reach learning intentions like knowledge increase and change in behavior and attitude. The skills and attributes of a trainer need to be suitable for the task. They have to be flexible, manage conflicts, and control group dynamics. Also, diversity training can have multiple teaching methods (e.g., role play, video, theatre, quiz, or a small group work). It is important to decide which method will help people learn. ✔ Use language bank. It is a program that workers are available to interpret different languages for other workers who need translators. The language bank helps better understanding and communication between workers with different languages. Organizational leaders should examine their workforces to determine whether target groups have been underutilized. If groups of employees