It ‘s all about Management by Maria Consuelo R. del Castillo

Reflecting on the paper, I realized how important management is.  Organizational growth as well as career and personal growth of workers in an organization  are both a function of how competent management is—from top to the lowest level.  Hence, taking care of an organization and its workers means putting only competent managers in position.

But  before lower-level management can be selected,  top management first, are put in place.   Hence, a big question to ask is, who is on top?  What kind of a manager is he or she?  If he is quite skewed—highly technical but cold and impersonal or not technically competent but kind-hearted, one may not be able to expect high performance from such organization.  Technical competence and real concern for workers, I believe are two qualities that have to be in a really excellent manager.  Having one quality but without the other may not work.  With top managers having both qualities, high performance of organization and workers are better ensured.  These excellent top managers can then do a good job in placing competent managers at the lower levels.

The lower-level managers play an even more critical role because they deal directly with the organization’s  soldiers—the ones on the ground and making sure the targets are met. These managers have to be technically competent because they tow the line in terms producing the outputs—the high quality outputs.  They have to be most human and therefore loving (because only humans I believe are the most capable of all beings to love and care for another) and most enlightened (in order to see the potentials in each of his subordinates) in order to guide his colleagues in aiming high for themselves and the organization and feel satisfied about themselves along the way.

Reaction Paper on the Pygmalion in Management by Rhea Suzette Mocorro

Reading the Pygmalion in Management is definitely a good one and truly applicable not only to managers but anyone who leads a team or working with one. Personally, it made me aware that managing is more than dependent on qualification, years of service, experience, background and working environment. Managers will also play a big role towards an employee’s success. And this is evident by the reading itself.

For one, managers must firmly put their belief and their trust in their people. It was stressed in the article the power of expectations. Should a manager want his or her team to produce the best results, this must be evident with the way the manager connects, communicate and believe in his or her people. And I could not help but agree with this notion. Employees have varied motivation factors. And one of which would be in accordance to how the managers would treat them. Take for instance, an employee would love to go to work if every so often his or her manager would pat him or her at the back for a job well done. That gesture alone can motivate the employee to do better output. In the contrary, an employee who is not praised at all would surely lose interest with the job. And it can drastically change his or her performance.

Another thing to look would be time. As early as the employee joined the company, they must be shaped by the manager’s expectations. The longer they stay in the company, the harder on the end of the manager.

That is when I realized that being a good manager is not an easy feat. In your hands, you can shape people and transform lives. That is why, it has to be done carefully and has to be done right. 

Engaging Change Management in Organizational Development: NSO’s Quest for Excellence in Public Service by Rhea Suzette Mocorro

Regional Director of the National Statistics Office Region 10 and Professor of Management at Capitol University’s Graduate School shares his study with regards to the process of initiating change and managing it in his office that led the way to the office’s recognitions and awards. He adapt Lewin’s model of unfreeze-change-refreeze and Kotter’s Eight Steps for Leading Change as well as insights from Kotter’s book Our Iceberg is Melting.

Summary

During his time NSO is confronted with varied organization issues that were evident from their data gathering phase from their interviews and FGDs from the five provinces of Region 10. The five uses are (1) minimal public image of NSO, (2) difficulty of NSO R10 employees in coping with computerization, (3) low percentage of civil registration among indigenous peoples, (4) low percentage of civil registration in the barangays and (5) great volume of clients at NSO every day.

The five issues that surfaced eventually lead to poor client satisfaction. This is evident by the Client Satisfaction Survey done way back in 2005. The said survey reveals that there are lag time with regards to processing of application form, verification, payment and releasing. Yet, many are satisfied with the services of the NSO R10 because of the establishment of the Census Serbilis Outlet. There is also that level if dissatisfaction with regards to the area and facilities of the Outlet in terms of the comfort of the area and also the facilities availability. In addition, there is also that small client percentage who remarks that the Outlet’s service is slow. Worst is that even with continuous improvements, NSO R10 still receives the same complaints.

In accordance to Lewin’s model of unfreeze-change-refreeze, NSO R10 employees underwent the unfreezing process combined with Kotter’s Eight Step Leading to Change and from Our Iceberg is Melting. In here the employees were presented with feedback from people. The survey feedback techniques were used in order to make them be aware of the need for change. The change stage involves presenting them with solutions to the office’s problems and the employees were part of the change. Plus, stakeholders and also the communities were also included. The refreezing stage then fortifies the changes into the organization. Employees were taught skills and their leaders are the ones checking if the items were applied. This solidifies Kotter’s Step 8 which entails that the changes must stick to the organization. Employees were part of the thinking and implementing process to make them appreciate and understand the need for change. They were cultivated to develop their skills as well as see opportunities for growth and development. No wonder, the change that happened to NSO R10 was deemed effective and a success.

Critical Reflection

The dominant purpose of the paper is to show how varied organizational models and framework of change can be applied in any organization in order to engage in change management. True enough with Lewin’s model and Kotter’s framework, it aided in the effective change implementation of NSO R10.This is grounded in the office’s goal to provide high-quality public service management. True enough with the said changes, the office were given awards and distinct recognitions.

Other organizations and businesses will find this paper useful for understanding and implementing change that can aid to the better performance of their office or enterprise. The paper clearly states how they were able to identify their office’s issues, what they did to the employees and the organization and how they were able to make it work. Plus, the items that were undertaken were grounded with related models from Lewin and Kotter. I like the general ideal that states “change management starts and ends with the individual” (51). True enough an individual is crucial to change. It must be started with them and ended with them. That is why the employees must be part and involved of the change, assume responsibilities and let them feel that they are trusted with such activities.

In spite of the change being slowly implemented in the NSO R10, the entire paradigm didn’t leave an individual. This is evident by adopting computerization in the said office (52). Employees were trained on how to use it, make them believe its use and using technology as a tool for them to use. More than the insertion of new knowledge, they inserted the right attitude towards it. Employees were also tasked to think outside the box (52). Their inputs were considered, their voices were heard. That is why when they implement the strategies coming from the employees, it was not a chore to do it since they were the ones who suggested it.

It would be best if the paper would also include the after effects of the change management implementation with regards to the five organization issues confronting NSO (48). It was stipulated in here the varied issues that were identified during interviews and FGDs. It would be a good way to identify if the issues were addressed because of the change and up to what extent. For instance, the first issue was minimal public image of NSO. After the change did the public already know the other functions of the said office? Are there NSO responsibilities that are still unknown to the public? Aside from that, it would also be appropriate to develop another client satisfaction survey after implementing the changes and be included in order to define the new satisfaction ratings of the clients. Should there be a change can greatly glue the change implementation as a success.

Conclusion

Change is inevitable in an organization. How you implement it can mean a thin line between failure and success. That is why in implementing change, it is important for the manager to be engaged with it. Not to mention, more than changing the organization’s procedures, you also need to change your employee’s attitude. Remember, they are the beginning and the end of change. Their cooperation is crucial to the organization’s success. That is why, make them involve, let them be aware of the change, its importance to the enterprise and how their presence can aid in its success. Motivate the employees and empower them. It is also a manager’s responsibility to continue the change with continuous effort for development. Implementing the change is only half of its success. The change must stick to the organization as stated by Kotter’s Eight Steps for Leading Change. 

Managing Change by Suzette B. Viñas

I have a reason to believe that the people we work with have the influence to help us become better and inspire us to do more for our organization. I joined Father Saturnino Urios University(FSUU) in the year 2006 and my first encounter with Fr. John was when I wrote a letter for his signature and without intention I rearranged his name to Christian John and when he signed it he attached a post it saying, “My name is John Christian with a smiley.” Right there I realized I was working for a cool President.

He started working for FSUU as University President in the year 2003 at the age of 36. But at the time he never divulges that information because it will affect how people in the organization view him. Before that he was in Rome doing his Doctorate in Missiology and was requested to come home because FSUU was in a pretty bad shape. The salaries where highly distorted, there was student unrest and the school was on a financial meltdown. He said that the worst thing that could happen is that the school might close down at least they get to keep the land and building.

According to Fr. John, there is no one true formula for managing change. In his case, he really started by looking at the situation, gathering data so that he can start diagnosing and starts fixing. Because of the ever increasing salaries and no increase in tuition fees, it was affecting the school operation. The major problems of the school that time were finances, human resources and lack of focus.  Obviously these are all very critical to the health of the institution. He started by flattening the hierarchy since he noticed that too much bureaucracy affects the efficiency of the operation. The structures lead to free flow of information and direct contact with the deans, heads of offices, etc. One very essential element was also his meeting with the union and giving them a scenario of the state the university is in. They were able to see the big picture and they also realized that the President is inviting them to work hand in hand in trying to save the school. The union was even given the chance to craft a salary grade scale which meets the President’s requirement that it be just, fair and sustainable.

He had to orient the FSUU community of the Culture of being Thrifty. Because of the university’s limited resources at that time, he said it was fundamental to set your priorities and allocate funds to areas which prove to be beneficial for the school. He also talked to students and make them understand the situation and to stop the uprising. Fr. John said that aside from studying the terrain, gathering data and coming up with solutions, the key element to change management is the will to do it. He said he had to work 14 hours a day just to ensure that the school can regain the stability it once had. He said that in every act of change it is necessary to understand that personal sacrifice will go along with it. Lastly, he never forgets to pray. He prayed long enough that he will be given the right people to help him manage the school and indeed his prayers were answered.

 In his 11 years tenure as President, he was able to re-engineer the financial system and organization leading to financial sustainability and growth. The school was granted university status within 2 years of assuming the Presidency. One of the highlights of his career was the construction of the 3.5 hectare Abp. Morelos Campus which has now become a landmark in Butuan City. Moreover, he put in place a fully funded Retirement Trust for all faculty and staff of the university within 1 year of becoming president. He continuously ensured together with his management team the improvement of quality and standards of the offerings and programs of the university, upgraded the educational environment and physical facilities and introduction of new program offering which summed up led to sustained increase in enrollment.

Fr. John said there is so much more that needs to be done. His only consolation is that being a priest he is duty bound to produce men and women who will be responsible in the future. He never forgets that aside from being a President he still has to fulfill his calling to love God and love his neighbor as expressed in his unparalleled service to the institution.

Commitment to Change by Suzette B. Viñas

Change is the most permanent thing in this world. That is why most if not all organizations go through a change process to improve a product or a service to increase customer satisfaction. The thing about change is not all people welcome it with open arms. Thereby change in this context becomes very challenging for a leader in an organization.

The article Engaging Change Management in Organizational Development: NSO’s Quest for Excellence in Public Service is one concrete example that change management can be done in an organization. First step towards change is the realization that there is something that needs fixing or something that needs to be improved. In this case, the survey showed that to the employees of NSO Region 10. It is an output representative of the insights and issues from the point of view of the public. This is the unfreezing portion in the change process. In reality it takes so much humility to admit that some things need to be change especially if the organization has been in existence for a number of years and has been accustomed to how things are done the usual way.

I commend the leadership and administration of NSO R10 for rallying the support of their employees towards this move for change. I also want to highlight on the phrase being mentioned, “human beings make organizations work, not technology.” I agree with this statement all the way. It is essential not to forget that the role of humans is irreplaceable to that of the machines. The employees have the ability to think, rationalize and make decisions which are crucial in the delivery of prompt service. The technology is there to make jobs easier and faster and employees should also be open-minded to learn new things, to adapt to new environments and update their competencies.

Trust should also be accorded to employees to initiate activities in their level. Those in the grassroots are well aware of the problems they encounter and they have all the information of what works and what does not. It is important to solicit ideas from them to also make them feel that they are contributing to a greater whole. For employees to give out valid suggestions and actionable ones, the administration is also duty bound to equip them with trainings and provide them with due support. Give them space and area to nourish their creative sides and explore possibilities of innovativeness and provide them assistance by assigning them to work in teams or committees.

As human resources are developed, there is also a need to look into the operations side in implementing change management. In this article, there is a significant discovery of the reasons why people from the provinces don’t avail of the services. The logistics problem was carefully thought of and the Touch Base Civil Registration Management Systems proved helpful to the public as well as lessened the volume in their respective offices. This movement improved two parts of the delivery of their services and that to me is quite exemplary especially coming from the public sector. If this movement is effective for NSO R10 I don’t see any reason why this cannot be adopted with the other regions and government agencies.

The transformation part of the model is very thought-provoking as there will be mixed emotions involved in the change process. Because aside from the process, there are also behaviors that needs to be addressed especially the negative ones. Sometimes if policies are not in place to support the change movement then things might go back to the way it was before. Action planning then should involve everyone to create concrete steps which are actionable and realistic. The timeliness of the action plan is also very important because if it were implemented later, it may not yield to desirable results. This stage can also be considered as a trial and error stage to come up with the best of the best plans. Solutions that cater to personalized needs and answers fit to case-to-case basis problems. The more number of people are involved, the more chances of equal representation of ideas and more options to choose from. The culture of initiative and innovativeness is hard to come by thus administration should also be sensible to varying needs of employees as well as changing demands of clients.

Even the refreezing part needs to be unfreeze from time to time because the very essence of change management is actually look into ways of continuously improving the system. Newbies will enter the organization, new technologies will be developed or even change in leadership can also be experienced. For that reason, every move to change management should be coupled with sustainability mechanisms. Strategic plans for the future should not rest on one person alone. It has to be built in within the system. A system that knows how to correct itself, a systems that solicits feedback and a system that is geared towards excellence coupled with people who are empowered and enlightened will prove to be the best assets of any organization.

In a world fueled by change, competition is inevitable. People will fight for resources, people are empowered to demands their rights and the social media has changed the platform of providing feedback and expressing issues and concerns. Organizations placing priority on customer satisfaction and consistently working on its improvement will prove victors in the quest for efficiency and effectiveness of product and service delivery.

In conclusion, I am reminded by one of my favorite quotes which states that, “what doesn’t kill you makes you stronger.” Those who strive for change are the people with more strength and they can withstand anything that comes along the way. And the best leaders are the ones who can inflict change without sacrificing the belief in the human capital. Lastly, the greatest wonders of the world were made out of a collective effort and not by just one man. If change can be likened to a boat, one needs people to paddle for it to move and more people to arrive at a destination sooner. Most importantly if sailing against the tide, there should be a clear vision to propel those in the boat to paddle hard and motivate them never to stop working. One can only do that if he/she has well invested on relationships rather than on material things.

Reaction Paper on Pygmalion in Management by Suzette B. Viñas

Being in a managerial position is hardly a walk in the park. One has to portray various roles such as being a role model, a mentor, a pacifier, a negotiator, and so many others. In so many cases, they say that a good manager should be someone who has rose from the ranks so that he/she can easily relate with his colleagues and subordinates. But the article on Pygmalion in Management talks about a very essential characteristic a manager or a leader should possess that is: to be able to inspire others to work hard and meet expectations.

I believe that is where standards are for so that employees can measure their performance vis-à-vis a benchmark to which managers gauge their improvements. The experiments presented in the article suggest that employees tend to work hard to meet managers expectation thus managers are duty bound to give out expectations which are both realistic and achievable. Honesty is still a very important key element to foster manager-employee relationship. If a manager gives out instructions to deliver an output yet the employee does not have what it takes to perform then both parties would end up being frustrated. Hence, managers and employees should communicate well as to what can be done given the set of skills and capabilities and what needs to be augmented so that expectations have to be met.

I have been a manager with subordinates twice my age. I agree with Livingston’s statement that it is really way better to train the young ones compared to those who have been in the organization for quite some time. But it is also undeniable that you need this people for their wisdom and experience. At the end of the day, it is a manager’s duty to form managers out of subordinates may it be from different generations. One way of doing it successfully is to keep them motivated, assign challenging tasks and develop an attitude of initiative and due diligence. And the best part is having the opportunity of giving them appreciation and a pat on the back for a job well done. As stones take time to become diamonds, so as people need time and proper guidance to bring out the diamonds in them.

Diplomatic Ethics & Global Protocol by Joselito Un

The core of diplomatic ethics and global protocol is the fundamental need for basic respect and mutual understanding. A certain way of behaving and acting are necessary to permit a smooth flow of interaction and allow a sense of order. Without diplomacy and protocol, one could just imagine the extent of chaos, misunderstanding and discourtesy. Moreover, there is a need to make all these universal so that this will promote justice and fairness to all.

I am very much thankful that we have been given an opportunity to have this session as this will broaden our horizon on the different cultures, practices and beliefs of other countries. In fact, it has helped me think about “glocalization”- the need to think global and act local. Every business person should understand the importance and urgency to have a global perspective and yet anchored on local realities and rooted in local culture. It is that delicate balance of being exposed to world practices and beliefs but at the same time being able to understand the nuances of local practices and beliefs.

It is necessary for every person to understand how other nationalities behave and think and even their unique culture and practices. Doing this would mean that we foster respect and international harmonization. Ignorance is never an option as this would mean disrespect and disinterest.

Looking at the different protocols on etiquette, I can really sense that it can have a universal application. It does not matter whether you are Greek, Chinese, Australian, Arab, American or Filipino, among others since these protocols see beyond religion, ethnicity and culture. These protocols such as treat other people the way you would like to be treated, be tolerant and discrete to other individuals, be punctual, respect other people’s privacy and do not comment or impose on others your tastes and liking are all rooted in deep respect and equity. It is truly understandable that these protocols can strengthen better relationships.

Addressing other people and ethical introductions are very important to be learned. I could just imagine the embarrassment if one does not know what to do and how to address people in such circumstances. Another thing that is fascinating to learn is the different gestures of different nationalities. Care must be greatly exercised in this area as our own gesture may be offensive and disrespectful to them. This is a great opportunity though to learn about the culture and practices of the people and how they behave. I really appreciate this part of being able to extend our national consciousness to theirs. I would love to call this – unity in diversity. Our diversity should not be a reason for us not to communicate with others and to build barriers. Instead, our diversity should be an opportunity to understand more, to appreciate more, to respect more, to value more and to care more for others.

Diplomatic ranks and the order of precedence operationalizes deep respect and harmony. Before, I just used to seeing it as mere regality and ostentation. However, it is really about the sense of respect to authority and the value we placed on the functional responsibilities that the rank / office afford.
Regarding the ethics in eating and drinking, I can see that there are a lot of rules that need to be understood and followed. The importance though is really highlighted when it comes to social occasions and gathering. In our homes, we may not have these elaborate rules and “how to eat and drink stuffs” but these can still be applied. This norm of behaving still emphasizes the importance of respect and good etiquette.

This is especially important to underscore on the urgency of being able to demonstrate good manners and right conduct (GMRC). Some individuals may not value GMRC as they are more practically rash and imprudent. I am even appalled with someone who does not show GMRC in the everyday undertakings. These are just simple considerations and yet become complex due to wrong habits and upbringing or plain ignorance. This could be the reason why even in the preschool, kindergarten or elementary levels, good manners and right conduct is graded and being strictly practiced. Discipline should start earlier so that GMRC becomes a way of life.

Regarding gender issues, there is a high respect placed on women. In almost every culture, actions tend to give extra consideration to women. Who between the two genders is superior is definitely out of the question. Gender equality will always prevail. Every man and woman has a unique role to play corresponding to the natural gift bestowed on them.

It is interesting to note that giving gifts should be carefully done. One must consider that the act of generosity may turn out to be a problem as the receiver of the gift may find it offensive and unpleasant. Giving gifts should consider the culture of the receiver and certain fine distinctions that may prove to be alright with one country but not in another country. The giver’s intention will always be sincere but even this sincerity should be coupled with caution as it may interfere with the different culture and practices of the receiver.

Expressing thanks is a universal gesture but how it is being operationalize may differ with every nationality. Learning to know how it is done can be very informative and can take us into the unique ways, traditions, beliefs and cultures of another group of people. I would say that smile is a gesture that is internationally recognized which could mean that we are grateful and appreciative.

Diplomatic ethics and global protocol if done right may prevent unnecessary conflicts, disagreements and even wars. It is indeed urgent and important to be thoroughly exposed to such diplomacy and protocol. What I have learned is that it really pays to be global. It is important to be always updated of what is happening every day around the world so that when we visit a country and meet a local, we are able to understand his situation better. It is also a sign that we care to be involved by reading news articles related to their country and understanding its people more. This can help us in how to deal with them better next time. Diplomacy and protocol can also be instruments to advance peace and friendship among all. This will also help us appreciate our identity as Filipinos and what we can contribute more to being ambassadors of goodwill and friendship to all others around the globe.