Culture is the set of beliefs that mould behaviour or simply put the way people behave with in a set-up. Employees would always exhibit variations in behaviour patterns towards customers and their colleagues; whether positive or negative. Performance culture is formed whether it is defined or not. People will always carve out behaviour patterns at work whether or not there are set rules to guide such behaviours. It is expedient to establish a performance culture than to allow one to evolve from behaviour patterns that are not particularly acceptable.

Determining a well-defined performance culture is important because to a large extent behaviours of your people will be guided by your provisions. How should you go about defining your performance culture?

  • Have your own definition of what performance means to your organisation. Is it to build a culture of respect and equality for all, to put a smile on each customer’s face, or to create a culture of learning among staff? You need to determine what goes into your performance.
  • Have your definition of performance culture clearly written down.
  • Ensure regular communication of your performance expectations to your people
  • Be consistent in your expectations. You may appoint Cultural ambassadors to drive the exercise
  • Be a good example for your people. If your expectation is to create a culture of timeliness, you or other members of management should avoid constant lateness.
  • Lastly encourage regular training of your people to understand, accept and adhere to expectations of your defined performance culture.

Author: Amma Antwi, M-DoZ Consulting

Experts in Training & Organisational Development Services in Retail Operations

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