Desarrollo Organizacional e Inteligencia Organizacional. Bibliografía: "Diversidad en las Organizaciones"

Las ciencias del
comportamiento
en las organizaciones han hecho contribuciones significativas al
alertar sobre aspectos "no-físicos" que tienen una fuerte
incidencia en el comportamiento
organizacional y en los resultados empresariales.
Inicialmente los aportes privilegiaron al "individuo"
como unidad de análisis principal y con el transcurso del
tiempo se
hicieron contribuciones importantes a dos unidades de
análisis "más grandes": en primer término
los grupos y luego
la
organización en su conjunto.

Los aprendizajes respecto del comportamiento grupal
mostraron que muchas veces la efectividad y eficiencia
organizacional guarda mucha relación con la calidad y
cantidad de las relaciones
interpersonales, y también las inter-grupales.
También se han estudiado otras variables como
por ejemplo el grado de cohesión y se ha prestado una
considerable atención a la variable conflicto que,
en una primera instancia, era vista como fuente de potenciales
disfunciones para la
empresa.

Alrededor de la segunda mitad del siglo pasado muchos
autores comenzaron a prestar atención a lo que
sucedía en el contexto organizacional (Amitai Etzioni:
"Modern Organizations"; Prentice Hall – 1964); Charles
Perrow: Organizational analysis: a sociological view"; Brooks
/ Cole – 1970; D. Katz & R. Kahn: "The social
psychology of organizations"; New York: Wiley – 1978;
Derek Pugh
& D. J. Hickson: "Organizational structure in its context:
The Aston programme"; Coger Publishing – 1976); Eric Trist
et. al.: "Organizational choice"; Tavistock – 1963;
Pert Hofstede:
"Cultures and organizations: software of the mind";
McGraw-Hill – 1991; James D. Thompson; "Organizations in
Action"; McGraw Hill – 1967; Paul Lawrence & Jay
Lorsch: "Organizations and Environment"; Harvard –
1967).

Y cada vez parece ser mayor la incidencia de lo que
"sucede fuera de la empresa" y las
consecuencias que ello tiene sobre la propia organización. Hoy en día las
corporaciones de los Estados Unidos de
Norteamérica ganan más dinero de sus
operaciones
fuera de Estados Unidos que lo que generan dentro de su propio
país.

Anteriormente el empresario y
el alto directivo de una corporación partía del
punto de vista de desarrollar y fabricar un producto
"distinto" que le pudiera dar suficientes ventajas para sostener
su empresa en el tiempo. Estas personalidades tenían en
sus cabezas (por supuesto que metafóricamente, ya que lo
tenían en sus mentes) que "a partir de Su producto" se
generaba la empresa.

Hoy en día, los directivos más altos del
mundo corporativo como así también los empresarios
y propietarios que sobreviven y crecen saben muy bien que lo
importante es lo que el Cliente tiene en
su mente. La empresa Coca-Cola ha
popularizado el concepto que en
lugar de pensar en la "porción del mercado" hay que
comenzar a pensar respecto de "la porción de la mente de
los Clientes".

Y los Clientes – bajo la concepción
tradicional es estructura
organizacional – aparecen como actores fuera del
organigrama.
Estos personajes son cada día más variados,
requieren productos
más variados, y que estos sean de corta duración.
Es decir, que en poco tiempo estos productos y servicios
nuevos se conviertan en "terminales". La práctica de
CRM (Customer
Relationship Management) ha destacado la importancia de la
relación one-to-one con foco en el Cliente (y lo que
éste tiene en su cabeza).

Así como los Clientes han ganado en diversidad,
también lo han sido las personas que aparecen en los
organigramas
formales de las empresas. La
fuerza
laboral es
cada vez más variada en cuanto a género,
cultura,
nacionalidad,
idioma, y costumbres entre otros. Las organizaciones y sus
líderes se encuentran entonces con un fenómeno
nuevo con el cual deben lidiar, para el cual usualmente no han
estado
preparados.

Para ser más precisos, dentro de los Estados
Unidos de Norteamérica, las personas que ingresan a las
organizaciones han de ser mayoritariamente no-blancos a partir
del año 2000 como lo pronostican y señalan
Goldstein & William (ver Bibliografía – 1990) y
Offerman & Gowing (ver Bibliografía –
1990).

La economía en muchos
países se ha movido de los sectores primario y secundario
al sector terciario lo que requiere mayores habilidades de tipo
inter-personal donde la
calidad en cuanto al delivery del producto es de suma
importancia. Y hemos de encontrar una fuerza laboral cada vez
más diversa; se estima que para mediados de este siglo los
hispanos, negros y asiáticos han de representar casi la
mitad de la población de los Estados Unidos.

De modo que los Clientes y también el propio
personal como los proveedores,
son más diversos en cuanto a género, cultura,
nacionalidad,
idioma, y costumbres entre otros. Y por lo general los
líderes y gerentes no han estado acostumbrados a lidiar
con tanta diversidad. Es nuestra sugerencia que es bueno
prepararse y para ello es que hemos desarrollado esta
Bibliografía sobre temas relacionados con
Diversidad.

En "Workplace Diversity" los autores Harry Triandis,
Lois L. Kurowski & Michele J. Gelfand ("Handbook of
Industrial and Organizational Psychology"; Consulting
Psychologists – 1994) señalan que su
definición de diversidad refleja cualquier atributo que
los humanos están dispuestos a usar para decirse a
sí mismos: "Esa persona es
diferente de mí". Brewer & Campbell (ver
Bibliografía – 1976) señalan que las personas
tendemos a hacer uso de nuestra propia cultura para juzgar y
evaluar otras culturas. Y tendemos naturalmente los humanos a ver
positivamente a aquellos cuya cultura es similar a la nuestra, lo
que implica que "devaluamos" a aquellos que se diferencian de
nosotros. No es necesario señalar las múltiples
consecuencias negativas que se han de originar en una empresa /
organización como resultado de cómo los
participantes organizacionales ven "devaluados" al resto; ya el
lector ha podido hacer su propia apreciación.

Este fenómeno nuevo que se llama diversidad en la
literatura de las
ciencias del comportamiento y esperamos que esta
Bibliografía le resulte de utilidad a los
lectores, como así también a los directivos
corporativos y empresarios en las distintas culturas
latinoamericanas, para de esa manera poder crear,
desarrollar y promover organizaciones que alcancen un alto nivel
de eficiencia competitiva.

Al parecer los humanos somos etnocéntricos, y
muchas otras especies también lo son (no es común
ver a un grupo de
cebras integrado con gacelas, por ejemplo). Y además de
ser etnocéntricos, y esto es especialmente importante para
aquellos interesados en la marcha de sus empresas y
organizaciones, la filosofía de dirección y gerencial prevaleciente ha
enfatizado este etnocentrismo. Los autores Loden & Rosener
(ver Bibliografía – 1991) incluyen los siguientes aspectos
dentro de la filosofía de dirección prevaleciente,
lo que atenta contra la concepción de diversidad como una
fuente de ventajas como así también de desventajas:
el hecho de que existan "los otros" es por sí mismo una
deficiencia; la diversidad es una fuente de real amenaza para el
funcionamiento efectivo; los participantes organizacionales que
se caracterizan por su "diversidad" deben tratar de asemejarse al
grupo que domina dentro de la empresa. Y sugieren entonces
– que en base a esta filosofía de dirección
– es necesario cambiar a las personas y no a la cultura
organizacional.

Por nuestra parte esperamos con esta primer
Bibliografía sobre "Diversidad" permita a los directivos
corporativos y propietarios de empresas pensar sobre las
oportunidades que le presenta tener un mayor conocimiento
sobre los distintos aspectos que se vinculan con ella. Lo que
sí estamos seguros es que el
mundo organizacional y de las empresas se va a volver cada vez
más complejo por la cada vez mayor influencia de lo que
está fuera de la organización, como así
también por la presión de
las cambiantes y variadas necesidades individuales. Si a ello le
agregamos una fuerza laboral interna a la empresa cada vez
más distinta y heterogénea, ello ha de requerir
competencias y
habilidades especiales a la dirección y gerencia.
Muchos de los aportes y contribuciones que aquí se
incluyen han de ser de gran ayuda al respecto.

Sus sugerencias y recomendaciones de mejoras en
relación con esta Bibliografía, son sumamente
bienvenidas. Muchas gracias por compartir.

Eric Gaynor Butterfield.

Bibliografía :
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Esperamos que esta primera versión
Bibliográfica en relación con el tema de Diversidad
en las Organizaciones mucho de lo aprendido al respecto por estos
expertos pueda ser aplicado ventajosamente por altos directivos
corporativos y también por empresarios en los distintos
países de Latinoamérica.

India y China vienen trabajando durante los
últimos 15 a 20 años con suma intensidad en la
aplicación de las Ciencias del Comportamiento dentro del
mundo de las empresas y organizaciones, y muchos de sus
resultados ya están a la vista. El empresario puede ser
exitoso "sin saber", pero solo ocasionalmente. Y aún
así esto no es muy bueno; cuando se cae tampoco sabe
porque su empresa ha caído.

Gracias por compartir.

Eric Gaynor Butterfield – RODP

The O. D. Institute International, Latin
America

Board member of The O. D. Institute –
Worldwide

Editado por The Organization Development Institute
International, Latinamerica – 2005.