chapter nine
Manager’s toolkit
9.1 Introduction
The manager’s toolkit is designed to assist managers in assessing culture,
improving relationships within their organization, and building a culture
that serves as the foundation for trust to develop and grow. The kit con-
tains a variety of resources that will be helpful in shaping culture and
improving trust. The toolkit includes the following:
Case studies: Included are ve case studies that simulate the type
of interactions and activities that can happen in an organizational
setting between managers and subordinates. Analysis of these
case studies should provide insight into how managers could
properly handle similar situations that may occur in their respective
Assessment guide: The assessment guide provides instructions on
how to assess culture and trust. An assessment should be performed
in order to understand the cultural health of an organization. The
assessment guide is structured to provide basic knowledge of ways
to perform an effective cultural evaluation. The information gained
through the assessment should be used to improve the culture of the
Survey questionnaires: Used to provide an indication of various
attributes of the organization. The information obtained through the
use of the questionnaires can provide important information on the
environment in which work is performed as well as the perceptions
of the workers.
9.2 Guidelines for assessing
organizational culture and trust
A self-assessment of organizational culture and trust is an effective means
to examine the attitudes, perceptions, practices, and policies that are in
place to support the culture of an organization. The knowledge gained
from an assessment is a key component of the continuous improvement
process. Organizational culture and trust should be assessed in three
106 Culture and trust in technology-driven organizations
parts to gain the maximum information needed to evaluate and attain
useful information that will assist in modifying the culture if necessary.
The rst part should consist of a review of culture- supporting documents.
The second part should be through employee surveys followed by focus
group surveys and individual interviews. It is important that prior to
embarking upon the assessment, employees are made aware of the pend-
ing assessment and its importance to management and the organization.
This is an opportunity for management to be open and honest with the
workers and request their open and honest feedback when completing the
survey. The following detail should be provided to the workers prior to
beginning the assessment:
Why the survey is being conducted
How the survey will be administered
How the focus group discussions will be conducted
How people will be selected to participate in the interview portion
of the assessment
What to expect during the focus group survey
How the result will be used
When the results will be analyzed and published
How the results will be communicated
9.2.1 Document review
The rst step in assessing culture is to review the documents that detail
the processes, practices, and behaviors expected by the organization
members. These documents should be reviewed to ensure that the appro-
priate expected behaviors are clearly dened. Policies and procedures
documenting the roles, responsibilities, and accountabilities for organiza-
tion members should also be included in the review.
9.2.2 Selecting a survey instrument
There are many survey instruments that are available to measure cul-
ture and trust. Survey selection and development should be based on
the type and amount of feedback you would like to get from the sur-
vey. The survey instrument should contain the detailed questions that
are designed to capture the perceptions of the individuals completing
the survey. These questions are specically designed to capture specic
types of information that will be helpful in improving organizational
performance. Although there are several survey instruments avail-
able to measure culture and trust, these instruments measure various
elements or attributes of culture or trust. Therefore, it is necessary to
select the instrument carefully that will complement the scope of the

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