Humour in Business and Workplace

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A Study of Humour in the Workplace and Business from a Singapore Perspective by Pebble Teo Bee Ling 2007 A Dissertation presented in part consideration for the degree of Master of Business Administration ii Acknowledgements Writing this dissertation has been a journey. A journey with more than a few false starts, wrong turns, and quite painfully, more than one breakdown. Overcoming obstacles has been most challenging but finally the end is in sight and it is timely to express my appreciation to those who have assisted along the way. My heartfelt thanks to Dr. Edward Wray-Bliss and Professor Andrew Brown who have guided me along and steered me in the right direction while setting the framework for my thesis. My greatest appreciation to Ms Linda Howell, Mr. Scott Goddard and SPSS Support Systems (Singapore) for all the support they have given. I would also like to extend my thanks to the participants for their time and contribution for this research. iii Abstract This dissertation is concerned with the use of humour in business or workplace with focus on the Singapore context. Drawing on a conceptual framework for the literature review, we trace the origin and development of humour; examine the effectiveness of humour as a managerial device for improving organizational effectiveness; discuss humour and ambivalence and its impact on power distribution, dissent and division within the workplace; identify cultural differences in humour and explore the use of humour from the Singapore perspective. Data is collated and cross-analysed from the questionnaire participated by 250 individuals from varied industries; partially structured interviews with 15 senior management personnel and a case study of 30 customer service representatives through participant observation at a call centre to address the following

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