Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: SUNDAY, March 26, 1995 TAG: 9503240068
SECTION: BUSINESS PAGE: F-4 EDITION: METRO
SOURCE: CAMILLE WRIGHT MILLER
DATELINE: LENGTH: Medium
A: Gloria Elliott, senior consultant with Roanoke-based management consulting firm Elliott and Associates, sees climate as "how we, as employees, feel today." Culture, on the other hand, "is created over time. It's the personality of the company, the way we do things around here."
Elliott says that "culture isn't in the procedures manual, but what's considered appropriate behavior in each company. Every company has a different set of unwritten rules" on how employees should act, react, and interact.
Organizations, Elliott believes, "are composed of three dynamic, interrelated, and overlapping arenas. These include the required systems which are the laws, policies, rules, technology, and the physical layout; background factors containing the personal history of each person and department, and the emergent system, or culture, which is the tapestry on which the entire system is overlaid. This is complicated by the fact that the organization operates in an equally complex external environment."
While "any company's culture at one time was highly functional," Elliott suggests, "all become maladaptive over time." Responsive company's try to "shift and transform culture through constant planning" in an attempt to maintain or regain success. That's the culture change to which managers frequently refer. Unfortunately, Elliott finds "efforts are often targeted to reform of required systems and neglect the real power of the emergent, or culture, systems.
Q: I abhor wrestling for the check at the end of every business meal. What are the rules for payment of restaurant tabs?
A: Meals are excellent forums for strengthening business relationships and conducting business; however, squabbling for the right to pay often leaves a bad taste.
If someone acts as host and reaches for the check, a simple "Thank you. I'd like to handle the tip" is adequate. If the "host" insists on adding the tip to the check, thank the individual and send a thank-you note later that day.
When issuing invitations to lunch partners, make it clear you're initiating a partnership with statements such as "I'd like for us to have lunch together. Are you free Wednesday?" When placing the order, request separate checks.
Contrast this with the invitation "I'd like to take you to lunch." The former is appropriate for co-workers; the latter is expected of individuals soliciting business, co-workers wishing to honor the invitee and supervisors taking staff members to lunch.
If you are issued an invitation and are unclear about payment responsibilities, inquire. Responding "Yes, my calendar's clear. Dutch-treat?" is appropriate. If the purpose was to treat you, the person can clarify at this point. Otherwise, the matter is settled in advance.
Q: I'm required to oversee company functions requiring invitations and RSVPs. I never know how many to expect since not everyone responds. "Regrets only" invitations haven't improved response rates.
A: It's lamentable that individuals whose business success depends, in part, on good public relations fail to follow courtesy guidelines. It's unfortunate that hosts, as a result, spend more on food and service than will be used.
"Regrets only" is rarely successful, conveying an impersonality most don't intend. An alternative is to enclose an RSVP response card and envelope with the invitation. Make sure the response envelope conforms to postal requirements for minimum size (31/2-by-5 inches).
In addition to supplying the response card, note on both the invitation and the card "The favor of a reply is requested by ..." and give a date about 10 days before the event.
Review your guest list nine days before the event. It's then appropriate to call the nonresponders. State that you were reviewing the guest list, didn't see a response, and feared it was lost in the mail. This approach gives your guest an easy out and provides you an accurate guest count. Additionally, your concerned voice and business thoroughness may prompt individuals to respond more promptly in the future.
by CNB