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Personal perceptions developing a learning organization
1. Personal Perception Modeled:
Challenges of Negative Perceptions Resulting From
Poor Customer Service
EDWARD B. VILLANUEVA
DR. SUE LOWE
DEVELOPING A LEARNING ORGANIZATION – HRM 560
JUNE 2, 2013
2. 1. Identifying internal
customer mental models.
Perception of internal customers that exist personally
and within the IT department.
Internal customers are quick to ask for assistance rather
than resolve issues locally.
Attribute to laziness.
Internal customers are confused by new technology.
Internal customers are unwilling to develop and
update their skills and abilities.
Internal customers think that IT is inefficient and is
unwilling to assist with their needs.
Internal customers take every opportunity to blame the
IT department for their lack in productivity due to minor
IT issues.
3. Origins of persistent
mental models
Historical
Past IT directors perpetuated the animosity through
stories.
IT Department Culture
Stories of internal customer ineptitude are discussed
daily.
IT Department meetings include discussions about
internal customer issues that incite laughter.
Arrogance due to confidence in job security since
many IT personnel feel their skill sets are hard to
replace easily.
4. Life span of internal
customer mental models
Time of Hire
Part of the onboarding process includes warning
about internal customer skills deficiencies.
Reinforced by other IT team members during on-
the-job training.
Self Fulfilling Prophecy
The perception is perpetuated due to the level of
help requests that are received.
Requests reinforce the perception that internal
customers are inept.
5. Reasons for development
of mental models
Lack Of Departmental Leadership and
Consistency
The IT department historically had high turnover
rates with management and personnel.
Internal customers began complaining about lack
of support but were unaware of turnovers.
New IT managers began pushing new technology
without training employees.
Employee skills were quickly becoming obsolete as
new technology was introduced without any
training.
This delay resulted in generalization about internal
customers not being competent with current tech.
6. Reasons for development
of mental models
Incoming IT Personnel
New IT Personnel quickly identified lack of skills in
internal customers.
IT personnel began blaming internal customers for
their lack of skills and internal customers began
distrusting IT due to their lack of customer service
skills.
Perceptual defense occurred as mechanism to
cope with distrust and proceeded with “business as
usual” mentality without resolving issues.
7. 2. Leaps of Abstraction
and Perception Errors
Generalization
IT Department culture perpetuates stereotype of specific
internal customers.
Self-fulfilling prophecies are reinforced through story telling.
Lack of needs assessment or gap analysis to determine where
the skills deficiencies are located within internal customers.
Perceptual Errors
Overweighting of negative information.
Overreacting to negative information as an excuse to blame
customers.
Similarity error.
Predisposing positive attitude to internal customers who have
technical skills similar to our own.
Halo Error.
Negative characteristics of specific internal customers
dominate the perception of that employee.
8. 3. Debunking Mental
Models
Test the
Generalization
Identify common
generalizations that
exist.
Gather objective data
to prove or disprove
generalization.
Implement action plan
to qualify or disqualify
the generalization.
Document findings and
bring to an open forum
for discussion.
Engender a Culture of
Candor
Develop core values
such as openness to
overcome perception
errors.
Create opportunities
for informal discussions
about generalizations.
Align communication
policies to promote
facilitated discussions
between two
disagreeing parties.
9. 3. Debunking personal
mental models
1: Historical and Cultural Considerations
Understanding where the generalization originated and how it
developed can help debunk them.
Personal mental models are debunked by understanding that
they originated from stories passed down and were not based
on any objective data.
2: Lack of Training
The root issues that perpetuate the idea that internal customers are
incapable is due to the lack of training.
IT often assumes that all employees should have some level of
technical ability, however different generations and personalities
exist within an organization that prevents that from being a reality.
10. 4. Barriers
Esprit De Corps – (The Lack Thereof)
A feeling of camaraderie and teamwork is not
realized when mental models exist that promote
animosity.
Shared visions become hard to accomplish.
Productivity is reduced due to infighting.
Distrust is engendered through mutual dislike
between departments and individuals.
Political routes of action are taken to disqualify
departments and pass them off as incompetent.
11. 5. Preventing the traps of
mental models.
Step 1
Identify
Determine negative
perceptions that
exist.
Articulate the
perception into a
problem statement
that others can
agree with.
Research the origin
and historical
relevancy of the
perception.
Step 2
Test
Gather data through
surveys and interviews.
Communicate
perceptions in an open
discussion amongst
colleagues.
Test to see if the
generalization is
mutually held or one
sided.
Step 3
Disqualify or
Resolve
Debunk the
generalization by
brining to light data
that proves contrary to
popular belief.
Create an action plan
that encourages
openness.
Find solutions to quickly
resolve future
generalization errors
that may occur.
12. References:
Kotter, J. P. (1996). Leading Change. Boston, MA:
Harvard Business Review Press.
Hellriegel, D., & Slocum, J. W. (2011). Organizational
Behavior. Mason, OH: Cengage Learning.
Senge, P. M. (2006). The Fifth Discipline. New York,
NY: Doubleday.
Editor's Notes
Much of the generalization that exist personally and within my department which is IT is that of negativity towards internal customers. Internal customers are defined as anyone within the organization that requests technical assistance with their computers, phone systems or any other information management systems.
Hellriegrel and Slocum (2011) identified that much of organizational culture is perpetuated through story telling. It reinforces certain ideas that exist within an organization. Unfortunately this can cause damage if the ideas that are being reinforced are negative and damaging to certain departments or individuals within an organization. We unknowingly continue to perpetuate the negative mental models during our meetings when we joking discuss the past week’s issues.
Early on, the development of negative internal customer mental models were established. I’ve heard stories about some of the issues that existed prior to me coming on board and this became an ongoing process. The IT director and other IT personnel would talk about these problems in passing and in a light hearted manner. Eventually the time came when I would have to respond to requests and immediately I would identify issues that I’ve heard about before and I would attribute it to internal customer ineptness as did my colleagues. This is described as a self-fulfilling prophecy in which a generalization in created instantly by connecting an observable action and a mental model that existed prior to the observation Hellriegel & Slocum, 2011).
Inconsistency in IT leadership and personnel due to turnover led to many customer related issues. As new managers would enter the department, they would introduce new solutions without properly informing employees of the changes. A gap soon began to develop due to the lack of training and communication.
Senge (2006) defines leaps of abstraction as a rapid connection between an observation and a generalization without testing. When this occurs, many perceptual errors become apparent. This can result in the formation of mental models that are difficult to overcome because we’ve rationalized them through our observations.
Two ways to debunking mental models are identified by Senge (2006). Defining and developing tests to prove a generalization can aid in disqualifying certain perceptions that may exists. A cultural change that promotes candor and openness can also reduce the impact of mental models that exist internally. The two methods have different implementation timelines. Testing can be a quick solution however changing culture can take several years and requires a significant amount of effort and planning (Kotter, 1996)
Reflecting on where the mental models originated and how they are perpetuated is a logical approach to debunking many generalizations. Identification is the first step in implementing a cultural change initiative. The major generalization that persists is the lack of internal customer skills. Assuming that these skills should and do exist within an organization perpetuates the idea that internal customers are unskilled. In reality the skills that the internal customers lack are present because they were never trained. A needs assessment can help determine what needs to be done in order to debunk the generalization that internal customers are technically handicapped.
A major barrier that exist when internal mental models exist is the lack of teamwork. The French phrase “esprit de corps” is the feeling of common purpose. This is often unrealized when a mental model prevents teamwork from occurring. Not only does team work exist within an department but it must also exist throughout the organization through common purpose or shared vision (Kotter, 1996). Distrust and politics become an issue and stifles productivity due to distractions.
Mental models that create a negative perception of any internal or external stakeholder stifles progress. To prevent this from occurring, management should implement a system that quickly identifies, tests, and resolves the issue quickly so as not to perpetuate the mental model.