Moving from a blame culture to a learning from failure
culture
A research paper just published by researchers from the Johannes Kepler
Universität and the University of Applied Sciences, both in Austria, examined the
process of developing what is termed as a ‘constructive error culture’ in
organisations.
The problem with a performance culture
Most western organisational cultures display a high level of performance focus, and
low levels of tolerance for uncertainty and low value levels of individual care.
Additionally, the researchers found that most organisations also have a culture of
zero mistakes, particularly in professional and business contexts. In almost every
organisation the researchers looked at, mistakes had a heavily negative connotation.
Mistakes are usually considered by most
staff as something akin to a crisis rather
than an opportunity to learn. Further, the
relationship between employer and
employee is often based around a
psychological contract and expectation that
work will be carried out free from error.
Further mistakes and errors are seen and
very much felt as a failure. This leads to the
situation where people are reluctant to
admit to mistakes.
The hidden error culture
Often errors go unrecognised, unreported and remain hidden, giving the appearance
of an error free work environment. This appearance has the effect further
discouraging error reporting. The researchers found that the net effect is that
organisational cultures become ‘expert cultures’ as opposed to ‘learning cultures’. A
blame culture springs from this assumed expert culture, where it is seen as more
important to identify and blame a person rather than identifying the systemic cause
of the error, correcting it and then learning.
The opposite of a blame culture
The opposite position of the blame or expert culture is the learning or error
management culture. This sees errors and mistakes as an inevitable phenomenon,
particularly where people are trying new things or trying to improve things. These
cultures also recognise that it is not only impossible to eliminate mistakes but they
are an invaluable resource for learning and improvement. The aim here is to be
solution oriented and reflective as opposed to avoidance oriented.
A good example of a learning and error management culture is the airline industry,
where any and all errors are openly reported without judgement. Further the industry
then sets about finding solutions to the systemic causes of the issue and then
disseminating the issue and its remedy as quickly and as widely as possible.
3 main ways of developing a constructive error culture
The researchers found that there are three main drivers which help to move from a
blame culture into fostering and promoting a learning culture:
1. Act on covering up errors. The management and leadership need to act on
errors being covered up. This includes even the smallest of errors. A
facilitative and non-judgemental management styles help here. This
necessitates managers particularly spending time talking with employees and
‘outing’ errors. The researchers found that the better the quality of the
conversation managers had with employees on a daily basis, the fewer error
cover-ups occur.
2. Error communication. The researchers found, counter-intuitively, that high
workloads tend to increase the chances that people will report errors in the
right culture. However professional overload caused by a lack of training or
low competency levels tend to decrease error reporting. The biggest factor
however that encourages error reporting is peer social support. This requires
an employee focused management style as opposed to a task focused
management style and team trust. Additionally openness and transparency of
decision making and information flows plays a significant part in the
development of error reporting amongst the workforce.
3. Social backing. It was found that having social support from peers and
managers/leaders for error reporting is critical to developing a constructive
error culture. This means that people need to trust that they are not going to
be blamed and that the focus will be on discovering the systemic causes of
errors rather than trying to find the culprit.
Research Intelligence Brief – The Oxford Review
www.oxford-review.com
Copyright 2016©The Oxford Review - All rights reserved
Reference
Rami, U., & Gould, C. (2016). From a “Culture of Blame” to an Encouraged “Learning
from Failure Culture”. Business Perspectives and Research, 2278533716642651.
The 8 steps to change a blame culture into a learning or constructive error culture
In order to move a culture from a blame culture to a constructive error culture you need:
1. To promote and foster open error reporting even for minor errors
2. Focus on error management rather than blame
3. Ensure the managers and leaders are focused on developing a constructive error
culture
4. That managers and leaders stop errors being covered up
5. That managers and leaders assume a facilitative and non-judgemental approach
6. That managers focus on supporting employees and creating a culture of trust
7. The focus is on the systemic reasons for error rather than personal ones – what
external factors caused the person to make the error
8. That people are trained and have the skills needed to do their work
Source link: http://oxford-review-member-briefs
From a “Culture of Blame” to an Encouraged “Learning from Failure Culture”
Ursula Rami and Caroline Gould
Business Perspectives and Research 4(2) 161–168, 2016, K.J. Somaiya Institute of Management Studies and Research, Corresponding author: Caroline Gould, University of Applied Sciences Upper Austria, Hagenberg, Austria. E-mail: caroline.gould@fh-hagenberg.at
Abstract
Although making mistakes is a part of human nature, they are still tabooed, covered up, or kept secret. This behavior probably has its origin in our socialization. Research has shown that errors made by people are perceived as a competence deficit. Causing of errors leads to a negative self-assessment, and also to rising perception of penalty as a necessity (März, 2007, Dimensions analytische Untersuchung zur Fehlerfreundlichkeit, Universität Duisburg-Essen, Essen). Since organizations can learn from both good and bad actions, a rethinking of these adopted settings is required (Argyris & Schön, 2006, Die lernende organisation: Grundlagen, methode, praxis. Stuttgart: Klett-Cotta). This article provides a concept for understanding and examining critical factors which support or inhibit the development of an encouraged “learning from failure culture” in an organization.
Keywords : Constructive error culture, learning from failure culture, corporate culture
References
Argyris, C., & Schön, D. (2006). Die lernende Organisation: Grundlagen, Methode, Praxis [Organizational learning: Theory, method and practice]. Stuttgart: Klett-Cotta.
Bauer, J., Festner, D., Harteis, C., & Gruber, H. (2003). Fehlerorientierung im betrieblichen Arbeitsalltag: Ein Vergleich zwischen Führungskräften und Beschäftigten ohne Führungsfunktion (Forschungsbericht Nr. 5) [Error orientation in operational workday: A comparison between executives and employees without managerial function]. Universität Regensburg, Lehrstuhl für Lehr-Lern-Forschung und Medienpädagogik. Retrieved July 30, 2012, from http://www.uni-regensburg.de/psychologie-paedagogik-sport/paedagogik-3/medien/forschungsberichte/fb05.pdf
Brodbeck, F. C., Zapf, D., Prümper, J., & Frese, M. (1993). Error handling in office work with computers: A field study. Journal of Occupational and Organizational Psychology, 66(4), 303–317.
Essounga, Y. (2009). A review of the effect of national culture on corporate culture: An example of the United States & France. Review of Business Research, 9(5), 70–74
Harteis, C., Bauer, J., & Heid, H. (2006). Der Umgang mit Fehlern als Merkmal betrieblicher Fehlerkultur und Voraussetzung für professional learning [Error management as a sign of operational error culture and precondition for professional Learning]. Schweizer Zeitschrift für Bildungswissenschaften, 28(1), 111–129.
Holzer, E., Thomeczek, C., Hauke, E., Conen, D., & Hochreutener, M. (2005). Patientensicherheit: Leitfaden für den Umgang mit Risiken im Gesundheitswesen [Patient’s security: a guide for the contact with risks in the health service]. Vienna: Facultas Verlag.
House, R. J., Hanges, P. J., Javidan, M., Dorfman, P. W., & Gupta, V. (2004). Culture, leadership and organizations: The GLOBE study of 62 societies. Thousand Oaks, CA: SAGE Publications.
Marais, K., Dulac, N., & Leveson, N. (2004). Beyond normal accidents and high reliability organizations: The need for an alternative approach to safety in complex. Retrieved October 18, 2014, from http://esd.mit.edu/symposium/pdfs/papers/marais-b.pdf
März, L. (2007). Dimensionsanalytische Untersuchung zur Fehlerfreundlichkeit [A dimension-analytic investigation of error friendliness]. Essen, Germany: Universität Duisburg-Essen.
Osten, M. (2006). Die Kunst, Fehler zu machen [The art to make mistake]. Frankfurt: Suhrkamp.
Prümper, J., Hartmannsgruber, K., & Frese, M. (1995). KFZA-Kurzfragebogen zur Arbeitsanalyse [KFZA-Short questionnaire to working analysis]. Zeitschrift für Arbeits- und Organisationspsychologie, 39(3),125–132.
Rami, U. (2009). Fehlermanagement im Baugewerbe: Fehler erkennen, kommunizieren und zukünftig verhindern [Error management in the building trade: Recognise, communicate and prevent]. Linz: Eigenverlag.
Rami, U., Hunger, A., Bichler, U., & Euler H. (2014). Vom Fehler zum Fortschritt—Handlungsperspektiven für die betriebliche Praxis [From the mistake to the progress – action perspectives for the operational practice]. Linz: Trauner.
Rybowiak, V., Garst, H., Frese, M., & Batinic, B. (1999). Error orientation questionnaire (EOQ): Reliability, validity, and different language equivalence. Journal of Organizational Behavior, 20, 527–547
Schüttelkopf, E. (2008). Erfolgsstrategie Fehlerkultur [success strategy error culture]. In G. Ebner, P. Heimerl & E. Schüttelkopf (Eds), Fehler, Lernen, Unternehmen: Wie Sie die Fehlerkultur und Lernreife Ihrer Organisation wahrnehmen und gestalten [How you perceive and shape the error culture of your organization] (pp. 151–314). Frankfurt am Main: Peter Lang Internationaler Verlag der Wissenschaften.
Stadler, P., & Spieß, E. (2002). Führungsverhalten und soziale Unterstützung am Arbeitsplatz. Möglichkeiten und Wege zur Beanspruchungsoptimierung [Managerial behaviour and social support in the job. Possibilities and ways to improve the workload]. ErgoMed—Zeitschrift für angewandte Arbeitsmedizin, Arbeitshygiene und Umweltmedizin. 1(1), 2–8.
Tschaut, A., Rack, O., & Clases, C. (2010). Fehlermanagement in virtuellen teams: Förderliche und hinderliche Faktoren sowie Auswirkungen auf Leistung [Error management in virtual Teams: conducive and obstructive factors on achievement]. Wirtschaftspsychologie, 4, 53–66.
Weick, K., & Sutcliffe, K. (2003). Das Unerwartete managen: Wie Unternehmen aus Extremsituationen lernen [Manage the unexpected: How enterprises can learn from extreme situations]. Stuttgart: Klett-Cotta.
From a “Culture of Blame” to an Encouraged “Learning from Failure Culture”
Ursula Rami and Caroline Gould
Business Perspectives and Research 4(2) 161–168, 2016, K.J. Somaiya Institute of Management Studies and Research, Corresponding author: Caroline Gould, University of Applied Sciences Upper Austria, Hagenberg, Austria. E-mail: caroline.gould@fh-hagenberg.at
Abstract
Although making mistakes is a part of human nature, they are still tabooed, covered up, or kept secret. This behavior probably has its origin in our socialization. Research has shown that errors made by people are perceived as a competence deficit. Causing of errors leads to a negative self-assessment, and also to rising perception of penalty as a necessity (März, 2007, Dimensions analytische Untersuchung zur Fehlerfreundlichkeit, Universität Duisburg-Essen, Essen). Since organizations can learn from both good and bad actions, a rethinking of these adopted settings is required (Argyris & Schön, 2006, Die lernende organisation: Grundlagen, methode, praxis. Stuttgart: Klett-Cotta). This article provides a concept for understanding and examining critical factors which support or inhibit the development of an encouraged “learning from failure culture” in an organization.
Keywords : Constructive error culture, learning from failure culture, corporate culture
References
Argyris, C., & Schön, D. (2006). Die lernende Organisation: Grundlagen, Methode, Praxis [Organizational learning: Theory, method and practice]. Stuttgart: Klett-Cotta.
Bauer, J., Festner, D., Harteis, C., & Gruber, H. (2003). Fehlerorientierung im betrieblichen Arbeitsalltag: Ein Vergleich zwischen Führungskräften und Beschäftigten ohne Führungsfunktion (Forschungsbericht Nr. 5) [Error orientation in operational workday: A comparison between executives and employees without managerial function]. Universität Regensburg, Lehrstuhl für Lehr-Lern-Forschung und Medienpädagogik. Retrieved July 30, 2012, from http://www.uni-regensburg.de/psychologie-paedagogik-sport/paedagogik-3/medien/forschungsberichte/fb05.pdf
Brodbeck, F. C., Zapf, D., Prümper, J., & Frese, M. (1993). Error handling in office work with computers: A field study. Journal of Occupational and Organizational Psychology, 66(4), 303–317.
Essounga, Y. (2009). A review of the effect of national culture on corporate culture: An example of the United States & France. Review of Business Research, 9(5), 70–74
Harteis, C., Bauer, J., & Heid, H. (2006). Der Umgang mit Fehlern als Merkmal betrieblicher Fehlerkultur und Voraussetzung für professional learning [Error management as a sign of operational error culture and precondition for professional Learning]. Schweizer Zeitschrift für Bildungswissenschaften, 28(1), 111–129.
Holzer, E., Thomeczek, C., Hauke, E., Conen, D., & Hochreutener, M. (2005). Patientensicherheit: Leitfaden für den Umgang mit Risiken im Gesundheitswesen [Patient’s security: a guide for the contact with risks in the health service]. Vienna: Facultas Verlag.
House, R. J., Hanges, P. J., Javidan, M., Dorfman, P. W., & Gupta, V. (2004). Culture, leadership and organizations: The GLOBE study of 62 societies. Thousand Oaks, CA: SAGE Publications.
Marais, K., Dulac, N., & Leveson, N. (2004). Beyond normal accidents and high reliability organizations: The need for an alternative approach to safety in complex. Retrieved October 18, 2014, from http://esd.mit.edu/symposium/pdfs/papers/marais-b.pdf
März, L. (2007). Dimensionsanalytische Untersuchung zur Fehlerfreundlichkeit [A dimension-analytic investigation of error friendliness]. Essen, Germany: Universität Duisburg-Essen.
Osten, M. (2006). Die Kunst, Fehler zu machen [The art to make mistake]. Frankfurt: Suhrkamp.
Prümper, J., Hartmannsgruber, K., & Frese, M. (1995). KFZA-Kurzfragebogen zur Arbeitsanalyse [KFZA-Short questionnaire to working analysis]. Zeitschrift für Arbeits- und Organisationspsychologie, 39(3),125–132.
Rami, U. (2009). Fehlermanagement im Baugewerbe: Fehler erkennen, kommunizieren und zukünftig verhindern [Error management in the building trade: Recognise, communicate and prevent]. Linz: Eigenverlag.
Rami, U., Hunger, A., Bichler, U., & Euler H. (2014). Vom Fehler zum Fortschritt—Handlungsperspektiven für die betriebliche Praxis [From the mistake to the progress – action perspectives for the operational practice]. Linz: Trauner.
Rybowiak, V., Garst, H., Frese, M., & Batinic, B. (1999). Error orientation questionnaire (EOQ): Reliability, validity, and different language equivalence. Journal of Organizational Behavior, 20, 527–547
Schüttelkopf, E. (2008). Erfolgsstrategie Fehlerkultur [success strategy error culture]. In G. Ebner, P. Heimerl & E. Schüttelkopf (Eds), Fehler, Lernen, Unternehmen: Wie Sie die Fehlerkultur und Lernreife Ihrer Organisation wahrnehmen und gestalten [How you perceive and shape the error culture of your organization] (pp. 151–314). Frankfurt am Main: Peter Lang Internationaler Verlag der Wissenschaften.
Stadler, P., & Spieß, E. (2002). Führungsverhalten und soziale Unterstützung am Arbeitsplatz. Möglichkeiten und Wege zur Beanspruchungsoptimierung [Managerial behaviour and social support in the job. Possibilities and ways to improve the workload]. ErgoMed—Zeitschrift für angewandte Arbeitsmedizin, Arbeitshygiene und Umweltmedizin. 1(1), 2–8.
Tschaut, A., Rack, O., & Clases, C. (2010). Fehlermanagement in virtuellen teams: Förderliche und hinderliche Faktoren sowie Auswirkungen auf Leistung [Error management in virtual Teams: conducive and obstructive factors on achievement]. Wirtschaftspsychologie, 4, 53–66.
Weick, K., & Sutcliffe, K. (2003). Das Unerwartete managen: Wie Unternehmen aus Extremsituationen lernen [Manage the unexpected: How enterprises can learn from extreme situations]. Stuttgart: Klett-Cotta.
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