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Non-verbal communication (NVC) remains largely understudied despite its importance in today's fast-paced and cross-cultural management and research landscape. This article is significant because it reveals valuable insights into NVC, which represents 65–93% (Mehrabian, 1981) of communication and has the potential to considerably increase management effectiveness and efficiency by providing leaders and researchers with the knowledge they need to understand and handle diversity with competence.

This article draws on social identity theory (SIT) (Tajfel and Turner, 1979) and rapport management theory (RMT) (Brown and Levinson, 1987) to analyse illustrative interview extracts of co-occurring verbal and NVC from an interpretative phenomenological analysis (IPA) study focussed on understanding how London-based Romanian migrant entrepreneurs experience acculturation.

Romanian migrant entrepreneurs use a variety of verbal and non-verbal communication approaches in their acculturation narratives, providing depth and occasionally shifting meaning. These tactics include repeating verbal discourse with non-verbal clues, replacing verbal communication with non-verbal gestures, complementing verbal communication and juxtaposing non-verbal cues with verbal descriptions.

This study makes a valuable contribution to the fields of qualitative organisational management and entrepreneurial studies by addressing the lack of methodological tools available for analysing non-verbal language in interpretative research. This study presents a systematic technique for assessing non-verbal language symbols that has been developed through face-to-face interviews. The article utilises the first-hand interview experience of a Romanian co-researcher to demonstrate the significance of NVC in the transmission of meaning and the formation of identities amongst Romanian migrant entrepreneurs. These findings contribute to a better understanding of organisational management and research practices, particularly about this understudied entrepreneurial minority of Romanian businesses in London, by helping researchers and managers better grasp the cultural and contextual meanings communicated non-verbally. The article holds significance in the context of cross-cultural and organisational management practices.

The purpose of this paper is to enrich the understanding of current models of organisational response to crises and offer additional perspectives on some of these models. It is also intended to confirm the value of fiction as a truth-seeking and hermeneutic device for enriching the imagination.

The study uses Daniel Defoe’s 1722 novel A Journal of the Plague Year to draw parallels between his portrayal of the London Great Plague of 1665 and the management of modern-day crises. Defoe uses London’s ordeal of the Great Plague to advise those subjected to future crises. Through his representation of plague-ridden streets, Defoe shows stakeholders acting in ways described in current crisis management literature.

The authors note how the management of the Plague crisis was unsuccessful and they challenge the very idea of managing a true crisis. The authors are able to illustrate and offer refinements to the Pearson and Clair (1998) and Janes (2010) models of crisis management as well as confirming the value of their constructs across a lapse of centuries.

Although it is an examination of a single novel, the findings suggest value in conceptualising organisational crises in innovative and more imaginative ways.

It confirms the heuristic value of using fiction to understand organisational change and adds value to current models.

The purpose of this research is to assess the place of language skills in the international orientation of decision‐makers of successfully internationalised SMEs. The position of language skills in this area of literature and policy is problematic and a new paradigm is proposed.

This paper considers findings from an empirical project using both quantitative and qualitative methods, first, a 1,200 company telephone survey and second, an 80 company batch of face‐to‐face interviews.

Strong international orientation seems indeed to be a determinant of success in international trade. The decision‐makers of the successful companies were notably more likely to have foreign language skills than those in the other groups and were also the only group to include self‐reported skills at the highest level. However, comparison of the countries in which the firms were dealing with the languages in which decision‐makers claimed skills shows very clearly that the decision‐makers of the “successful” international companies were often not using their foreign language skills in business. In addition, these decision‐makers also possessed better attitudes towards foreign experience and other elements of international orientation.

The paper discusses the implications of the findings for policy‐makers responsible for training and trainers themselves. The evidence supports the view that government subsidies focusing on language training might be better directed at a more varied range of activities to develop international orientation.

The article contributes to the development of qualitative research in this area in examining the foreign language use of decision‐makers in successful international SMEs and locating this within their broader international orientation. It posits that language skills make an indirect contribution to overall international business success which is more valuable than their direct contribution to improved communication with specific foreign clients and markets.

Presents 31 abstracts, edited by Johanthan Morris and Mike Reed, from the 2003 Employment Research Unit Annual Conference, held at Cardiff Business School in September 2003. The conference theme was “The end of management? managerial pasts, presents and futures”. Contributions covered, for example, the changing HR role, managing Kaizen, contradiction in organizational life, organizational archetypes, changing managerial work and gendering first‐time management roles. Case examples come from areas such as Mexico, South Africa, Australia, the USA, Canada and Turkey.

Many academic libraries have staffing arrangements where library employees work in more than one library branch or unit. These can be dual assignments or less formal agreements in which employees spend several hours per week away from their home departments. Zimmerman Library reference department, the social sciences, humanities, and education reference unit of the University of New Mexico (UNM) General Library (an ARL library serving over 25,000 students), uses “volunteer” staff from other library departments to help provide reference services as part of a library‐wide cross training program. According to library policy, “Cross training is an arrangement whereby a library employee from one department spends time training and working in another department. Cross training is that time an employee spends in another department or unit of the library learning to perform a task or a group of tasks and includes the time spent performing those tasks after training.” This article discusses a staff‐initiated and committee‐coordinated in‐service training program designed for these reference desk workers. This method is innovative, as library training, as evidenced by the literature, is typically viewed as the responsibility of the supervisor or manager. This training approach may serve as a model for other academic library reference departments requiring in‐house training for similar needs.

“Nobody w ants to get one. Nobody wants to give one.” The problem was that the supervisors and managers of the Rehabilitation Institute of Chicago (RIC) did not know how to use the Institute's new performance management system and had not been trained on how to prepare and deliver effective performance appraisals. The problem further included the fact that RIC was required to improve its effectiveness and timeliness with performance appraisals in preparation for its 2002 Joint Commission on Accreditation of Healthcare Organizations (JCAHO) review and felt bound to be timely for its employees as sound management practice. The research question was: “What should be contained in a training program for effective performance appraisals that drives performance accountabilities in a mutually satisfying way for adults who can find themselves as either appraisees or appraisers?” Procedures to develop a performance appraisal training program included a review of the literature, selection of formative and summative committee members, and design and validation of criteria and contents of a performance appraisal training program. The results of the study included the creation of a two‐module performance appraisal training program that included a module on the new performance management system contents and the manager's role within that system, and a module on preparing, delivering and assessing effective performance appraisal experiences. The conclusions reached included that it was possible to design a performance appraisal training that incorporated adult learning principles including learner‐centered strategies that also reinforced ownership of timeliness. Face‐to‐face training experiences were augmented by online training materials, allowing for access by 20 RIC locations. RIC has approved recommendations for further evaluation of the effectiveness of the performance appraisal system. Recommendations to apply adult learning principles to internal adult learning venues have received broader acceptance within the wider management and employee groups.

In this chapter, we reflect on the impact of the Covid-19 pandemic on an Innovation and Entrepreneurship educational programme by comparing two editions of the Start-up Lab, a three-month hands-on laboratory organised at the University of Trento (Italy), focused on the development of entrepreneurial ideas by international students. The 2019 edition of the course, before the Covid-19 pandemic outbreak, was held in attendance, whereas the 2021 edition was held online. For the latter, the authors decided to introduce a self-directed learning approach, assuming it could better support remote teamwork and the acquisition of transversal skills. In this chapter, the authors critically question the effectiveness of remote working and the self-directed learning approach in innovation and entrepreneurship education programmes. The authors provide early evidence about some critical aspects of online and distance learning and teamwork, mostly related to self-efficacy skills, such as the ability to motivate others to work together and collaborative work. Despite the negative effects of distance working on some entrepreneurial skills, the authors demonstrate that the ability to reflect on learning experience is a driver for improving specific entrepreneurial and innovation skills. Students who have had the opportunity to reflect on their learning experiences feel more confident about becoming entrepreneurs or working in companies with a stronger entrepreneurial mindset.

Staff shortage in the UK National Health Service has a long history, but is widely predicted to become acute over the next decade. Falling enrolment rates in health professional training and restrictions to migrant labour recruitment have brought the, traditionally neglected, issue of staff retention into sharp relief. The purpose of this paper is to represent the first large scale systematic appraisal of the relative salience of recognised headline drivers of employee exodus from the NHS.

The data were collected from an opportunity sample of 1,594 health professionals, managers and administrators employed by the NHS. Participants completed a paired ranking task (Case V method of paired comparisons, Thurston, 1927) to determine the relative importance of eight widely cited reasons for exit. The item set was derived from focus groups conducted as a component of the wider study.

Findings revealed almost universal consensus regarding the primacy of shortage of resources, job demands and time pressure. Pay was ranked lower than predicted. Flexible working arrangements do not presented as a key solution, and there is no support for claims of generational differences.

Survivor population effects could constitute a source of sample bias, i.e. all participants were current NHS employees. It is possible that those who remain may be more resilient or hold different dispositions to leavers. Thus, comparisons by age and grade may not be comparing like with like. Tapping respondent beliefs about the actions of peers can embody some degree of inaccuracy and attribution bias. However, effects can be considered to operate as a source of common, rather than systematic, error across the demographics compared. The medical and dental sample was too small to give confidence in detected differences.

Findings challenge the claim that wider availability of flexible working hours will significantly reduce exit rates. Pay, being a source of dissatisfaction, does not constitute a key push variable in itself, rather its salience reflects the effort reward-imbalance produced by rises in job demands.

Staff shortages in the NHS represent a threat to: public well-being – waiting lists and demand for care; the well-being of who continue to work in the NHS – job demands and resources; the employment prospects of staff who leave involuntarily, e.g. on grounds of incapacity and threats to health and well-being – extending to impacts on their dependents.

Issues of staff retention within the NHS are topical and under researched. The findings provide an up to date picture of the relative influence of headline drivers of early exit from the NHS. The study draws upon a more diverse and comprehensive sample of NHS employees that any other known previous studies of early exit. Findings are of potential international relevance to other State health systems. The authors believe this to be the largest (sample) known application of the method of paired comparisons.

The purpose of this paper is to identify different organizational models concerning both the functions and responsibilities assigned to corporate real estate (CRE) professionals in European and North American companies, as well as to determine the factors that influence the occurrence of these different management models.

An empirical survey between 74 major European and 38 North American companies from the banking, energy, telecommunication, and transportation and logistics industries is conducted.

Five typical models describing the allocation of responsibility of real estate functions within a company and the performance of those responsibilities are identified. Only weak statistical associations are found between these models and certain contextual factors that may influence the choice for a specific model, as well as between the models and certain achievements in CRE. From this, the paper infers that there does not exist one “best practice” CRE management model in a specific situation as often is stated, but instead, various promising organizational models seem to exist.

This paper contributes to a deeper understanding of the organizational variables “responsibility” and “performance” of real estate functions and presents a differentiated view compared to existing research. Specifically, this is the first paper that analyzes and attempts to categorize the various existing approaches to the allocation of responsibility for CRE functions, as well as accountability of the corresponding performance. As such, this paper can therefore serve as an initial point for further research on this topic.