Culture is invisible until you try to change it
You can’t change the culture, you can only change parts of the culture
Cultural values affect and influence desired behaviours
Mission statement
Strategic imperatives Customer focus
Superior service delivery at all touchpoints
Solid supplier partnerships
Cultural values Friendly
Honest
Straightforward
Refreshing
Skills and behaviours Foster open communication
‘No blame’ ethos
Management & measurement tools Performance appraisal
Training & development
Encourage integrity
Focus on results
Develop and mentor others
Dynamic
The kind of communication that impacts behaviour is ...
10% ‘traditional’ vehicles
45% organisational structure (reward & punishment)
45% management behaviour
“what you do in the hallway is more powerful than anything you say in the meeting room� Sue Swenson, Cricket communications
Employees’ preferred vehicle of communications on most performance-related topics, is face-to-face with their managers.
Employees need to know
things
Where is the company going?
Why?
What’s in it for me?
How can I help?
Corporate identity is not monolithic