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The Being Yourself Culture

In: Organizational Misbehaviour in the Workplace

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  • Jan Ch. Karlsson

Abstract

The managers said that they all respected the fact that the Telephone Sales Agents at the airline knew better than anyone how to do their jobs: they knew what their customers wanted and they knew how to sell. They all agreed, management said, that the goal was for as many phone calls as possible to result in actual bookings and sales of travel-related services. Just be yourselves, management said. We’ll give you the time to build up a rapport with your customers — then you’ll be successful at selling services. Some customers want to chat about this and that when booking their trips. The culture here empowers you to talk a bit extra. We trust you.

Suggested Citation

  • Jan Ch. Karlsson, 2012. "The Being Yourself Culture," Palgrave Macmillan Books, in: Organizational Misbehaviour in the Workplace, chapter 52, pages 125-126, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-35463-0_52
    DOI: 10.1057/9780230354630_52
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