Researchers fins not all rule-breakers have sinister motives for their actions and do them for prosocial reasons
Radhika Panjwani is a former journalist from Toronto and a blogger.
Research on workplace deviance assumes workers engage in aberrant behaviours such as stealing, taking longer breaks than allowed or harbouring malicious intent, purely out of self-interest. For their research, she and Wilfrid Laurier University professor Yujie Zhan, conducted two studies. In one, participants were asked to imagine themselves as customer service employees at a dance studio. In a hypothetical situation, a parent wanted the discounted rate for enrolling their children to a dance program past the deadline. The organizational rule was staff would be breaking the rule if they gave the discount.
“Employees who engaged in pro-customer rule breaking did not report experiencing more guilt compared to those who did not engage in it,” Ms. Kim says. “We posit rule-breaking gave employees a sense of autonomy and highlighted their prosocial intention to help or better serve customers.” “If we punish people for trying to make improvements to serve each other and customers better, innovation, organizational health and results will fall,” says Mr. Shedletzky, the author of the soon-to-be published Speak-Up Culture: When Leaders Truly Listen, People Step Up. “Equip people to do their jobs and trust and listen to them when they have ideas to make things better.”
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