Organizational Culture versus Organizational Climate

What Is Organizational Culture?

Organizational culture refers to a system of shared assumptions, values, and beliefs that show employees what is appropriate and inappropriate behavior. These values have a strong influence on employee behavior as well as organizational performance. In fact, the term organizational culture was made popular in the 1980s when Peters and Waterman's best-selling book In Search of Excellence made the argument that company success could be attributed to an organizational culture that was decisive, customer oriented, empowering, and people oriented. Since then, organizational culture has become the subject of numerous research studies, books, and articles. However, organizational culture is still a relatively new concept. In contrast to a topic such as leadership, which has a history spanning several centuries, organizational culture is a young but fast-growing area within organizational behavior.

Culture is by and large invisible to individuals. Even though it affects all employee behaviors, thinking, and behavioral patterns, individuals tend to become more aware of their organization's culture when they have the opportunity to compare it to other organizations. If you have worked in multiple organizations, you can attest to this. Maybe the first organization you worked at was a place where employees dressed formally. It was completely inappropriate to question your boss in a meeting; such behaviors would only be acceptable in private. It was important to check your e-mail at night as well as during weekends or else you would face questions on Monday about where you were and whether you were sick. Contrast this company to a second organization where employees dress more casually. You are encouraged to raise issues and question to your boss or peers, even in front of clients. What is more important is not to maintain impressions but to arrive at the best solution to any problem. It is widely known that family life is very important, so it is acceptable to leave work a bit early to go to a family event. Additionally, you are not expected to do work at night or over the weekends unless there is a deadline. These two hypothetical organizations illustrate that organizations have different cultures, and culture dictates what is right and what is acceptable behavior as well as what is wrong and unacceptable.

Why Does Organizational Culture Matter?

Some key questions you will ask yourself as you embark upon and over your career are:

"What should I do to get ahead in my organization? What makes people successful here? What will make me successful?"

Charles O'Reilly, co-director of the Stanford Graduate School of Business, posed that question and invited VMware's (an American cloud computing) employees to reflect on what the company rewarded.

Employees started filling the board with the usual suspects - innovate, work hard, be open, and be collaborative. But with prompting, more specific behaviors started to appear: "Be available on email 24×7," "Sound smart," and "Get consensus on your decisions". Once the team had finished, Professor O'Reilly pointed at the whiteboard and said, "That's your culture. Your culture is the behaviors you reward and punish".

The discussion about the behaviors that are rewarded and punished is much harder than it seems and leaders often struggle with this exercise. Listing values is easy; connecting them to actual behaviors is a different story.

Research indicates that stated values often don't have a significant impact and can even have a negative effect. An MIT Sloan study found no correlation between a company's expressed values and how employees felt they lived up to them. For example, promoting diversity but not supporting it with action can do more harm than good. Statements such as "We don't discriminate" create an impression that the organization has achieved equity and fairness when, in fact, it hasn't.

Behavioral cues, on the other hand, provide concrete guidance on how to translate values into actions. Leaders must clarify why they matter. According to the same study by MIT, less than one-quarter of companies connect values with behaviors, and a significant majority fail to link beliefs with business success.

You can't call your culture "transparent" if people are afraid of speaking truth to power. You can't say you have a "collaborative" workplace if you regularly promote selfish employees. You can't pronounce your culture "innovative" if breakthrough ideas are often killed before they see the light of day.

An organization's culture may be one of its strongest assets, as well as its biggest liability. In fact, it has been argued that organizations that have a rare and hard-to-imitate organizational culture benefit from it as a competitive advantage. In a survey conducted by the management consulting firm Bain & Company in 2007, worldwide business leaders identified corporate culture as important as corporate strategy for business success (Why culture can mean life or death, 2007). This comes as no surprise to many leaders of successful businesses, who are quick to attribute their company's success to their organization's culture.

Culture, or shared values within the organization, may be related to increased performance. Researchers found a relationship between organizational cultures and company performance, with respect to success indicators such as revenues, sales volume, market share, and stock prices. At the same time, it is important to have a culture that fits with the demands of the company's environment. To the extent shared values are proper for the company in question, company performance may benefit from culture. For example, if a company is in the high-tech industry, having a culture that encourages innovativeness and adaptability will support its performance. However, if a company in the same industry has a culture characterized by stability, a high respect for tradition, and a strong preference for upholding rules and procedures, the company may suffer as a result of its culture. In other words, just as having the "right" culture may be a competitive advantage for an organization, having the "wrong" culture may lead to performance difficulties, may be responsible for organizational failure, and may act as a barrier preventing the company from changing and taking risks.

In addition to having implications for organizational performance, organizational culture can dictate employee behavior. Culture is in fact a more powerful way of controlling and managing employee behaviors than organizational rules and regulations. When problems are unique, rules tend to be less helpful. Instead, creating a culture of customer service achieves the same result by encouraging employees to think like customers, knowing that the company priorities in this case are clear: keeping the customer happy is preferable to other concerns such as saving the cost of a refund.

Levels of Organizational Culture

Organizational culture consists of some aspects that are relatively more visible, as well as aspects that may lie below one's conscious awareness. Organizational culture can be thought of as consisting of three interrelated levels.

Figure 14.2 Organizational culture consists of three levels.

At the deepest level, below our awareness lie basic assumptions. Assumptions are taken for granted, and they reflect beliefs about human nature and reality. Organizational assumptions are usually "known," but are not discussed, nor are they written or easily found.  They are comprised of unconscious thoughts, beliefs, perceptions, and feelings.

"This will be difficult!"

In some cultures, like the US, this can mean "Yes, we can do that!"

In others, like Japan, this can mean, "No, it's not possible".

These are examples of cultural assumptions that often creep into our daily lives.

At the second level, values exist. Values are shared principles, standards, and goals. Values are officially introduced in a company's mission, vision, and values statements.

HubSpot (an American developer and marketer of software products) has about 73,400 customers and more than 3,800 employees in the company as at February 2022 and have more than $674 million in annual revenue.  HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing, growth-minded people whose values include using good judgment and solving for the customer. Employees who work at HubSpot have HEART: Humble, Empathetic, Adaptable, Remarkable, Transparent. These are HubSpot's key values.

Finally, at the surface we have artifacts, or visible, tangible aspects of organizational culture. For example, in an organization, one of the basic assumptions employees and managers share might be that happy employees benefit their organizations. This assumption could translate into values such as social equality, high quality relationships, and having fun. The artifacts reflecting such values might be an executive "open door" policy, an office layout that includes open spaces and gathering areas equipped with pool tables, and frequent company picnics in the workplace. For example, Alcoa Inc. designed their headquarters to reflect the values of making people more visible and accessible, and to promote collaboration. In other words, understanding the organization's culture may start from observing its artifacts: the physical environment, employee interactions, company policies, reward systems, and other observable characteristics.

When you are interviewing for a position, observing the physical environment, how people dress, where they relax, and how they talk to others is definitely a good start to understanding the company's culture. However, simply looking at these tangible aspects is unlikely to give a full picture of the organization. An important chunk of what makes up culture exists below one's degree of awareness. The values and, at a deeper level, the assumptions that shape the organization's culture can be uncovered by observing how employees interact and the choices they make, as well as by inquiring about their beliefs and perceptions regarding what is right and appropriate behavior.

These are examples of how leading brands link values to behaviors and thereby enable a productive, performance driven, culture:

Amazon punishes "complacency" and having a "Day 2 mentality". Mediocrity is not welcomed. The tech giant rewards speed, relentlessness, and intellectual autonomy. This is consistent with Amazon's aggressive culture.

HubSpot punishes taking shortcuts to achieve short-term results. Conversely, it rewards simplicity, being a "culture-add" (someone who actively improves the company), work and life balance, and results delivered, not hours worked.

Slack (an instant messaging program) punishes "brilliant jerks". There's no room for people who are disrespectful or not team players. Instead, Slack rewards empathy, a characteristic that's crucial to getting a job at the tech company.