way things are done around here.” Culture sets the tone for how organizations operate
and how individuals within the organization interact. Think of the different impres-
sions you have when a receptionist tells you that “Ms. Dettweiler” will be available in a
moment, while at another organization you are told that “Emma” will be with you as
soon as she gets off the phone. It’s clear that in one organization the rules are more
formal than in the other.
As we discuss organizational culture, you may want to remember that organizations
differ considerably in the cultures they adopt. Consider the different cultures of Calgary-
based WestJet Airlines and Montreal-based Air Canada. WestJet is viewed as having a
“young, spunky, can-do environment, where customers will have more fun.”^3 Air Canada,
by contrast, is considered less helpful and friendly. One analyst even suggested that Air
Canada staff “tend to make their customers feel stressed” by their confrontational behav-
iour.^4 Our discussion of culture should help you understand how these differences
across organizations occur.
Culture provides stability to an organization and gives employees a clear under-
standing of “the way things are done around here.” It sets the tone for how organizations
operate and how individuals within the organization interact. Thus, it has an impact on
the employees who work for the firm.
As you start to think about different organizations where you might work, you will want
to consider their cultures. An organization that expects employees to work 15 hours a day
may not be one in which you would like to work. An understanding of culture might help
you discover the firm’s expectations before you accept a job, or it might help you under-
stand why you like (or don’t like) the college or university you attend.
Below, we propose a specific definition and review several issues that revolve around
this definition. From Concepts to Skillson pages 365–366 tells you how to read an orga-
nization’s culture. You may want to complete the Learning About Yourself Exerciseon
page 361, which assesses whether you would be more comfortable in a formal, rule-
oriented culture or a more informal, flexible culture.Definition of Organizational Culture
Organizational cultureis the pattern of shared values, beliefs, and assumptions con-
sidered to be the appropriate way to think and act within an organization. The key fea-
tures of culture are as follows:- Culture is shared by the members of the organization.
- Culture helps members of the organization solve and understand the things
that the organization encounters, both internally and externally. - Because the assumptions, beliefs, and expectations that make up culture have
worked over time, members of the organization believe they are valid.
Therefore, they are taught to people who join the organization. - These assumptions, beliefs, and expectations strongly influence how people
perceive, think, feel, and behave within the organization.^5
Not every group develops a culture, although any group that has existed for a while
and has shared learnings will likely have a culture. Groups that experience high turnover
(so that learnings are not passed down to new members very effectively) and groups
that have not experienced any challenging events may not develop cultures.
Levels of Culture
Because organizational culture has multiple levels,^6 the metaphor of an iceberg has
often been used to describe it.^7 However, a simmering volcano may better represent
the layers of culture: beliefs, values, assumptions bubble below the surface, producing332 Part 4Sharing the Organizational Vision
WestJet Airlines
http://www.westjet.com
Air Canada
http://www.aircanada.com
organizational culture The pat-
tern of shared values, beliefs, and
assumptions considered appropriate
for thinking and acting within an
organization.