This method of diagnosis emphasizes the surface level of organization culture—the pattern
of behaviors that produce business results.63 It is among the more practical approaches
to culture diagnosis because it assesses key work behaviors that can be observed.64 The
behavioral approach provides specific descriptions about how tasks are performed and
how relationships are managed in an organization. For example, Table 20.2 summarizes
the organization culture of an international banking division as perceived by its
managers. In this classic case, the data were obtained from a series of individual and
group interviews asking managers to describe “the way the game is played,” as if they
were coaching a new organization member. Managers were asked to give their impressions
in regard to four key relationships—companywide, boss– subordinate, peer, and
interdepartment—and in terms of six managerial tasks—innovating, decision making,
communicating, organizing, monitoring, and appraising/rewarding. These perceptions
revealed a number of implicit norms for how tasks are performed and relationships
managed at the division.