Showing posts with label problem solving. Show all posts
Showing posts with label problem solving. Show all posts

Tuesday, February 21, 2012

316. Organizational Behavior, Pt. 40 (Luthans, pt. 3)

Well, I just got the Better Business Bureau complaint submitted regarding the remodeling of the condo.  That was something sort of hanging over my head to do, but I've been so busy with medical appointments that I couldn't get to it.  You can file it online, but I wanted to talk to one of their representatives first to regarding the approach I should take as to who to file against.

***

Do you know anyone with as many problems as me?  I mean, really?  How come a every turn I have problems?  So many things are an uphill battle and I have practically no support it seems. Is this an opportunity to wax theological, philosophical, anal or psycho?

The theological angle might go something like this. "I wonder if maybe I really am the second Job.  Maybe Satan's up there telling God I wouldn't be such a paragon of virtue if thus and thus test were presented me."  On the other hand, I'm not quite sure I match up to Job's virtuosity in the first place to be an object of such testing, so maybe I should consider another approach.  (It's possible there are other theological angles, but for brevity's sake I'll move on to philosophy for now.)

A philisophical approach, I suppose might go something like this:  "I suffer, therefore I am."  In this case, there is no doubt that I am, because I suffer, although don't want to give the impression that I am the greatest sufferer around because I think that would be untrue.  I can think of kinds of suffering and agony that would be much worse, as I am sure you can also.  However, if you are in a position to not have suffered as much as I have, than, according to this philosophy, your existence might be much less certain than mine is.  One of the issues here, however, is that existence is not the end all.  If existence is the only thing that mattered then I don't know about you but I'm left rather ambivalent about it.  However, my opinion is that existence is not in fact the end all and there is inded more to be said about meaning than existence alone can explain.  I hope that my suffering (if I may call it that) isn't only to prove that I exist.  Moving right along....

We turn now to the anal.  Maybe I just have problems because I'm in the wrong place at the wrong time.  Or maybe people look at me and they say, "Ah, she looks like an easy victim, let's pounce!"  Or maybe I'm just dumb and it's all my fault for getting myself into these situations.  (Silly me, I should have known better than to move in above a blooming idiot that goes balistic over the sound of emptying dishwashers!)   Could be, maybe, might be, perhaps.  

Personally, however, I think the stars are aligned against me.  Oh, sorry, I don't believe in astrology...  If I were psycho, I'd try to see a pattern and maybe get a little paranoid.   Conspiracy theory also comes to mind.  I do feel singled out in incidents when I'm told that something that has happened to me is highly unique, never happens and is very surprising to people who know what they're talking about.  In those situations I do begin to think, "Hmmm... is this intentionally happening to me if it's so unique and specific just to me?  And if so, why?"  I don't have reason at this point to think that things happening to me right now are like that, though.  The neighbor below me was probably always like he is but his former neighbors who owned my place from when the building was brand new somehow learned to coexist with him.  As to the interior decorator, I guess no one ever had the guts to stand up to her.  Although it is possible that my experiences with her and her crew are unique, but at this point I'm assuming they're not, although I might have gotten a worse treatment than normal.  

***
The next sub-section under "The Nature of Organizational Culture" is "Strong and Weak Cultures."

"There seem to be two major factors that determine the strength of an organizational culture: sharedness and intensity.  Sharedness refers to the degree to which the organizational members have the same core values.  Intensity is the degree of commitment of the organizational members to the core values. 


The degree of sharedness is affected by two major factors: orientation and rewards.  In order for people to share the same cultural values, they must know what these values are.  Many organizations begin this process with an orientation program... Sharedness is also affected by rewards.  When organizations give promotions, raises, recognitions, and other forms of reward to those who adhere to the core values, these actions help others better understand these values....


The degree of intensity is a result of the reward structure.  When employees realize that they will be rewarded for doing things 'the organization's way,' their desire to do so increases.  Conversely, when they are not rewarded or they feel there is more to be gained by not doing things the organization's way, commitment to core values diminishes..." (p. 52-53)

Within this framework, the Vienna mission would clearly have been a strong culture organization.  The mission virtually demanded that all of its members share its core values, which, at least on one plane, was one of the causes of problems I had with them, although they didn't know the extent of the problem, because I didn't let on how much I disagreed with their ways (and the values they were based on).  

The "orientation program" is the socialization I've discussed here on this blog and core values were a major if not THE major component of the orientation.  However, I would like to say that unlike the average Joe-Blow type of values orientation program, the mission would have wanted some of the values to be learned inductively rather than deductively.  What I mean is that the deductive learning is straigtforward and clearcut - the kind of stuff that might be accompanied by a human resources manual, handouts, a slideshow, etc.  Inductive learning, on the other hand is the kind of learning that you don't really realize so much that you're learning something, but you are.  It's perhaps a bit sneaky and insidious - or it can be if put in the wrong hands, which you can tell is my opinion about the Vienna mission.  The issue was that some of the core values that the mission wanted the new missionaries to learn, first of all might not have sat well with things they learned back home in their churches and theological training.  This is one possibility.  But also, it was to train the new recruits for the kind of mindset and way of doing things in that kind of work, where things often were not clearcut and direct and you had to be able to work in that kind of setting.  One example of this in my life with the mission was the pressure to give up the focus on Austrian ministry.  It's difficult to explain this pressure, and it came from several sources, and I'd put it with the inductive learning category.  The mission could deny this because it wasn't a deductive instruction from them, so it would be easy to deny.  And if they weren't able to deny it it's possible they might have to explain themselves because it seems reasonable that a secretary working in the Vienna office should be able to have an Austrian ministry in her off time.  So, since it wasn't a deductive missive from them (to me) they can weedle out of it altogether and make me look like a fool as if there was no impediment from the mission to my working with Austrians while I was working with them, including any orientation efforts to dissuade me against such an effort.  

I'd just like to say here that I'm glad for chances to use my adult education background and that inductive/deductive bit falls in that category.

 Okay, so we have that the mission had an orientation program, albeit not your typical orientation program and that it was heavily weighted with core values learning.  So for anyone to make it through orientation and become an insider they had to pass the core values test. But there's another aspect of core values sharedness: rewards.

Rewards, in the Vienna mission were not and could not be like in the typical workplace.  First wrong rewards, I think, were things like feelings of belongingness, social participation, and feeling part of the mission family.  Later rewards might include some leadership in the social realm and increase in meaningful work.  These rewards would increase like this as the person continued to internalized the mission values and prove him/herself, but within his/her skills, abilities and education, of course.  I think that the more one proved oneself the more one also learned of the mission values, like a gnostic organization with greater enlightenment the further one progressed.  So these were the kinds of rewards that one would have received for demonstrating shared core values with the mission.

Together the orientation and rewards inculcated a very strong level of sharedness in the group (with the unfortunate exception of me).

Moving on to degree of intensity, which the text says is a result of the reward structure, I think that the intensity of core values commitmen was pretty strong there because of the tightknit bond it developed and the sense of purpose and being needed as one increased in work responsibilities. (Work motivation was already strong because of the nature of the work, it being a voluntary mission, etc.).

So there you have it, an organization with a very strong culture, no matter how you cut it.  And this was no accident, but rather planned from above, perhaps even social engineering.

***
There's one more sub-section, but it's not helpful, so I'm going to skip it.  Next time we'll start with the next section, which should be interesting. 



Monday, March 21, 2011

173. Socialization File, Pt. 56 (Senge, pt. 1)

I'd like to say a little more about my family. Again, my family is not a bad family, really. I discuss my family here because they have been a major part of my life in various ways. What I mean by family is birth family (parents, siblings) since I'm not married and don't have children.

It's only been in recent years that I have come to believe that there's a hierarchy in the family. When you're growing up it's pretty obvious that the parents are at the top of the family hierarchy, but when you grow up there are a lot of different configurations a family could take from there, so I don't think it's as predictable what form the relationships between family members will take. I'm saying this now as just casual observation and general information picked up here and there, not from having studied this issue.

So what kind of a hierarchy might my family have? And what might the hierarchy be based on? (i.e., What makes one person higher on it that another?). I'm not sure I can answer this question in any definitive way, in reference to my family, that is. I also don't know where this hierarchy came from - how it started. You'd think that there would be more of an egalitarian relationship among adult family members - at least I would. But that's probably naive of me to be surprised that a hierarchy exists.

I think there are a variety of possible factors contributing to the formation of hierarchy in my family, such as job/work position (prestige, etc.), money, possessions, travel, having children/grand children, etc. Spelling it out like this is actually a bit shocking to me - for a family that purports to be Christian these sure are worldly determinants of rank and influence in the family.

There's another aspect of this that I've just realized very recently and that is the tendency of some family members to sort of ride the coattails of those higher up in rank. I think this can serve to help the one "riding the coattails" or following in the footsteps of the other to rise a bit in rank, but it could also decrease the rank of the one being followed, because it makes that person's achievement less special and unique.

These are things that when I realized they might be operative in the family I thought back to past interactions and they seemed to fit. I'm not sure how conscious others are, though, of partaking in this process. I wasn't aware of it for a long time, I think, because I was the oldest child and didn't have anyone to compete against, so I just followed my own calling irregardless of what the others did. I don't know that the mechanisms and reasons for competitions early on are necessarily the same as they are now, and it's possible that once this set up was in place it became more or less self-perpetuating and took on a life of its own. Maybe it's sort of like doing something that you don't know why you're doing it or how it even started.

But at any rate, I think it's a big part of our family relations now and it's been affecting me more in the past few years, especially since I became sick in 2007 first with the thoracic stenosis and fibromyalgia, followed by supraventicular tachycardia and a cardiac ablation, then thoracic surgery, etc. up to the present. So I'm sort of in a needy position right now, but not desperately needy (since I do have a modest income at least and am not in agonizing pain, for example), which might make it difficult to think past basic physical needs. Therefore, I'm low on the totem pole, but in a position to observe and reflect on family relations.

I don't like this set up because I prefer more egalitarian relations, and this would also be reflected, for example in my management style. In the current context, however, having defined relationships probably helps my brothers, at least to a certain extent, manage their care-taking roles while in difficult situations apart from family relations. So in that regard it might be beneficial to have some clear boundaries regarding who does what and what to expect from different members, but I'm not sure even with that taken into account, that it needs to be as hierarchical as it is. And I don't think there's any good reason that mom and I should be in a hierarchical relationship, but we are and I think she wants it that way and probably always has wanted it that way (although she hasn't always been in a position where it affected me).

I know that mom told me once that dad was image-conscious, so it's possible that if he thought any of us kids, for example, could benefit him or the family image-wise maybe this thinking somehow got communicated in a way that led to competition for this affirmation from him. But I think mom has had a sort of female competition thing with me; at least that's how it feels to me. But, as I've discussed elsewhere, my family also has pretty traditional male-female role values, and I didn't follow the traditional female vocation (i.e., get married and have kids) which would have taken me out of the competition with my brothers. But since that didn't happen, they may have tried to compete with me at times.

I know I'm speaking in very general terms here, but maybe these things will make sense when from time to time I discuss specific situations and interactions involving my family.

***

I didn't realize last time (probably because there were so many pages left) that that was the last post on the Swann text. So we're starting another new one now:

Senge, Peter M. (1992, March/April). Mental models. Planning Review, 20(2), 4-10, 44.

Peter Senge
is a well-known authority in the areas of learning organization and systems theory.

Also, I might mention that I'm using that APA (American Psychological Association) style for my notations because that's what is used mostly in the field of education (at least in the USA) and is also one of the more frequently used styles in the field of library studies, which fields account for most of my graduate education and work (other than graduate certificates in biblical studies and in teaching English to speakers of other languages).

***

"Individuals often become successful in part because of their abilities to debate forcefully and thus influence others." (p. 9)

This may be true in many contexts, but it's only very nominally true, I think, in the Vienna mission context. In order for this to be true in that context the person wanting to use this kind of skill would probably have to meet these criteria first for it to be effective (at least effective in the way intended, rather than disciplinary):

1. the person needed to be debating on a topic that was ithin the limits of what was allowed, which might be relative to the person's knowledge, power and rights in the organization or within more absolute rights (i.e., areas off-limits to virtually everyone);

2. the person needed to be debating a position that was within the limits of what was allowed, which might be relative to the person's knowledge, power and rights in the organization or within more absolute rights (i.e., areas off-limits to virtually everyone);

3. the person needed to be debating in a setting that was within the limits of what was allowed, which might be relative to the person's knowledge, power and rights in the organization or within more absolute rights (i.e., areas off-limits to virtually everyone);

4. the person needed to be debating in a manner that was within the limits of what was allowed, which might be relative to the person's knowledge, power and rights in the organization or within more absolute rights (i.e., areas off-limits to virtually everyone).

So for example, I probably would have been arguing within the realm of what was allowed for me if I gently suggested to my boss in his office that it might be better to type a specific letter in modified block style because it seemed to be what had been used in the past and what his boss' secretary used, and because it was the most versatile style, vis a vis formality.

In fact, in this situation I might well have been commended for 1) limiting my interests to that of secretarial concerns and 2) for taking initiative within that sphere. In this way I would be confirming their image of what I was supposed to be like and indicating concern regarding doing my job well, and also not, say, planning a slow-down strike or act of sabotage.

In any event, the things I was really concerned about would not have been open for debate and would probably have been responded to not unlike how they might have responded, for example, to an overly zealous East European border guard. (But my thoughts about the mission were not this clear while there, so I was going more on intuition as supported by my knowledge of things East European, for example.)

***

"As each side reasonably and calmly advocates his viewpoint just a bit more strongly, positions become more and more rigid. Advocacy without inquiry begets more advocacy. In fact, there is a systems archetype that describes what happens next. It's called 'escalation,' and it's exactly the same structure that fuels the arms race." (p. 9)

If things were only so simple... In the Vienna mission context, where disagreement outside of very narrowly specified boundaries, was disallowed, escalation took place by means of implicit action responses by the mission that could always be explained away in terms other than what it felt like. And since this sentence is so loaded, I'd better explain it and place some qualifiers on it before moving on.

1. I never explicitly disagreed with the mission in the manner used in this text. That is I never, for example, walked into my boss's office and said, "This exercise of having me read the software manuals is stupid, needless and a waste of time. Why didn't you guys let me take the software class I offered to take before coming here? And what is this not giving me any real work to do? What's going on here, anyway?" And it's just as well, as you might be able to imagine, that I didn't do that because I'm sure all the wrath of hell would have descended on me quicker than you can say "total institution." But since I never did this, I can't be 100% sure what would happen if I had.

2. Also, the part about how the mission would explain away its response in other terms might need to be fleshed out too. The only people, I'm pretty sure, who might be foolishly try to engage in unfettered debate with the mission would be those who weren't yet properly socialized into the mission. But such people also were the ones that would still be trying to understand how the mission operated, at least subconsciously if not also consciously, so as to know their place within it and how to act appropriately and what to expect from the organization in various circumstances. So if the mission responded to such an untimely attempt at debate instigation, it probably would have directly responded in a more or less friendly manner but indirectly in a more or less corrective manner. The new inductee might suspect that the indirect actions could be related to his or her attempt to engage the organization, but would probably have a tough time proving it. If this individual approached the mission directly about the suspected indirect results of his or her debate efforts the mission could pretty easily explain it away in some other terms and come out looking like a rose because the direct response was so other than the suspected indirect response. And besides, that individual was probably just experiencing culture shock and needed a rest, or some such other remedial treatment.

3. The very word "debate" as explained above in this post, needs to be understood in the context of the mission. In this setting, where debate in the normal sense of the word was all but nonexistence, "request for clarification" or "expressing trivial concerns" might be seen as "debate" while "debate", in the usual understanding of the word, would be seen as "all-out threat" or "challenging of total authority." In either case, while the nature and strength of organizational response would be quite different, both would most likely be seen as being contrary to group norms and in need of some kind of corrective response. Also, debate in the Vienna context could, I think, include more-or-less nonverbal flaunting or otherwise nonacceptance of group norms or mission directives (spoken or otherwise).

4. "Escalation" in the Vienna context could be either explicit or implicit, as described above, but the mission, of course, would have a lot more resources of various kinds at its command, putting the individual at a great disadvantage. In my experience, the mission was not only able but also willing to use some of these various resources, so it wasn't just hypothetical that they could use them; they actually did use them. So there was a certain amount of willingness to use various means at their employ in this process, although, as stated above, they would not admit to this happening - that they were intentionally doing these things in relationship to the individual's instigation (and persistence) of debate.

Here's a small example of how this escalation might have happened:

Mission: Secretaries provide a lot of opportunity for me to socialize with and learn from them.

Me: I don't limit myself sufficiently to interactions with the secretaries and don't respond properly to their (the secretaries') cues.

Mission: Begins to establish pressures on me that might be alleviated if I turned my attention more to the secretaries.

Me: I ignore the mission-induced stress as being 1) indirect and thus (I felt) manipulative; 2) contrary to my self-identity; and 3) proof that there are things going on in the mission that I didn't like nor agree with.

etc., etc.

***

"We often tape record meetings of management teams with whom we are working to develop learning skills. One indicator that a team is in trouble is when few, if any, questions emerge during the course of a several hour meeting." (p. 9)

I can't speak for what might have happened at mission leadership meetings, but my experience with the mission was that questions that might have been asked were not ones of any substance about the mission. Maybe the workers were so adept at deflecting outsiders' untoward questions that they just kept using it in their every day work; alternately, maybe these types of security concerns not only applied to outsiders of various kinds, but insiders too. The bounds of the permissible would just vary.

It would be interesting, though to see what Senge and company would find if they tape recorded a Vienna mission leadership meeting. It would be very interesting indeed.

***

"But pure inquiry is also limited. Questioning can be crucial for breaking the spiral of reinforcing advocacy, but until a team or an individual learns to combine and integrate both inquiry and advocacy skills, learning is very limited." (p. 9)

Since I'm not quoting the whole text, it might not be clear to you what Senge is advocating, so I'll give a descriptive example of how questions might break the gridlock of ever-increasing "advocacy" (adversarial?) responses.

The mission: You are a secretary. Period (i.e., You are a secretary, nor more, no less. End of story.).

Me: No I'm not.

The mission: What makes you think you are not just a secretary?

Me: Because that's not my profession, because I can do a lot more (by formal training and experience) than secretarial work, I don't see myself particularly as a secretary, and I aspire to more than being a secretary. I just see myself filling a secretarial role within the mission for now as a springboard to other roles more fitting to my training, experience and self-identity. Why do you insist on seeing me only as a secretary?

etc., etc. I think you get the picture. Of course, this didn't happen for many reasons, one of which was that we weren't interacting on a direct and explicit plane (because the mission, to a large degree, didn't operate in that manner) and two, because part of the issue was that I was supposed to understand my place in the power structure, which didn't allow for such questioning.

Senge, needless to say, would have had his hands full with remedial work at the Vienna mission, if he survived to tell about it, that is.

***

This paragraph continues...

"One reason that pure inquiry is limited is that we almost always do have a view, regardless of whether or not we believe that our view is the correct one. Thus, simply asking lots of questions can be a way of avoiding learning by hiding our own view behind a wall of incessant questioning." (p. 9)

Although this came nowhere close to being verbalized explicitly, probably both I and the mission were both guilty of "incessant questioning" (think: monkeys at the zoo ogling each other). The mission would, I think, not have wanted to state its position plainly and openly because some of these maneuverings and social engineering tactics might not have gone over well back home but also might have been useful to potential "enemies", much like how a CIA station being compromised by enemy agents learning of its structure and rules of engagement. But also, they might have not known what exactly I was questioning, since this whole process was mostly unspoken, and when it did reach the spoken realm was indirect. So they couldn't be sure what their position was vis a vis my questions because they didn't know for sure what they were. They did know, however, that I wasn't conforming appropriately or adequately and seemed to be (probably) alluding their efforts, which raised my risk potential even more.

I, on the other hand, also wasn't sure exactly what I was disagreeing with in as much as I wasn't sure what was going on. I probably had more information to go on, once I got to Vienna (but not before arriving), by virtue of me being only one person to watch and them being 60 people plus family members. But, on the other hand, there was more potential, I think for me receiving seemingly contradictory and confusing signals because of all the possible sources the signals would have been coming from and I was still in the early stages of developing a mental map, if you will, of the organization.

So, in effect, both of us, the mission and I, were probably most of the time in an "advocacy" (adversarial) and incessant questioning mode of relating to one another, where our positions and questions were all pretty much implied, rather than directly stated. This, as you might be able to imagine, left the door open for lots of misunderstanding, misinterpretation of signals and escalation.

The mission, on one hand, could see, at the very least, any indication of lack of submission or lack of internalization of group norms as being tantamount to personal insurrection and a challenge to their total authority. To see things this way it was not necessary for the mission to understand the particulars of my "advocacy" (adversarial position) and/or questioning; they could respond solely on the determination of whether or not such an adversarial position (and/or questioning) was held. In other words, the comprehension of the substance of my apparent position was not necessary to evoke a corrective response by the mission.

On my side of the relationship, the nature of their positions was important to me, but lacking such knowledge (with any certainty), I could respond to their tactics. So in some cases, I might disagree with the substance of a position (e.g., their defining me by my position alone), but often I had to revert more to responding to their actions (and my interpretation of them). This might play a role in how I take a stronger stand against their methods (modus operandi) than their ends (the mission work itself). It's possible that there could be something about their ends (objectives) I could find something disagreeable there too. But I am only aware of the plainly and openly stated objectives of the mission, which was to train church leaders in Eastern European countries.

Neither of us were willing to be direct and engage in "debate" about our positions and questions, certainly not in the way described here in this text. From my position, I was by far the weaker and most vulnerable and it would have been too risky for me to be direct, based on what I was learning about the mission. From the mission's perspective, I think it would have been impossible because that would have been inconsistent with how they operated and so it wouldn't have been acceptable. Besides, the point was, at least in part, to make me understand who was boss and who made the rules (of any consequence) around there. I might have been a little fly in the ointment, but flies weren't tolerated at all.

***

I hate to cut this off because these portions of text are so inter-related and I need to keep my train of thought, but I also have to get on with my day and I have a doctor's appointment in a while. So we'll just have to pick up on this in my next post.