Organizational Behavior and Communication Paper Communications 530

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Organizational Behavior and Communication Paper Nordstrom Inc., started as a small shoe store in Seattle, Washington in 1901. Since that time it has become one of the leading and successful shoe and apparel retailers in operation today. After reviewing different information regarding Nordstrom Inc. espoused values and enacted values, it is apparent that they are in alignment. Espoused values are the core values of the company. The history and organizational beliefs, developed into policy for the company. The goal of the espoused values is to create standard of behavior for the company. The enacted values are norms exhibited by employees (Answers, 2013). If the espoused and enacted values are misaligned problems could occur within the…show more content…
("Nordstrom History," Jan) The leadership mantra is that teams and communication should always flow in all directions. These forms of communication enables the team members: to be accountable, have a shared vision, be able to give and receive feedback, engage employees, and provide exceptional customer service. Perception is important in an organizational culture. Perception is a “process by which individuals organize and interpret their sensory impressions in order to give meaning to their environment.” (Judge & Robbins, 2011) Nordstrom has a culture of autonomy, empowerment, good judgment, and above all good customer service. The leadership communicates the company history and goals through story telling so that employees can understand the importance of customer service to the organization. For example, in 1978 a customer returned a tire to the store, the employee asked for the receipt and returned the money to the customer. When working for Nordstrom as a seasonal employee, the tire story was shared with the new employees and is currently being shared with new employees. What I perceived the organization to be is one of standing by their claim of superior customer service, using good judgment, and the customer is always right. Nordstrom is an organization that practices constructive conflict. This form of conflict “refers to conflict in which the benefits exceeds the cost.”
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