We pointed out that the message you deliver is always in the feeling behind your tone of voice and we pointed out that managers are role models whether or not they want the job. The potency of your personal example is that your staff will treat your guests exactly the same way you treat your staff. Now that you have a few insights into people, let's turn our attention to organizations. Organizations are just like people Organizations are simply groups of individuals and like individuals, they respond based on the level of thinking of the people in them. What we called state of mind in individuals we call climate in an organization.
Climate is like the collective states of mind of all the people in the company.
You might also think of climate as the level of mental health in the organization. When it comes to climate, the majority rules. If most of the people in a company are in a positive frame of mind and think the thing to do is be as good as they can be, that is what will tend to happen in the organization. Negative people will not get any support from the group and will tend to leave. On the other hand, if the majority are negative and think you should do as little as possible and get away with as much as you can, that will become the norm.