In every organization, every community, every family, there are unwritten conventions that are followed by its members. These are called "social norms" by organizational psychologists, and we are taught to recognize the existence of such norms so that they can be followed or changed explicitly. A great deal of conflict occurs when people's behaviours transgress existing norms, whether deliberate or not. Dealing with the sources of these conflicts involves identifying the norm, and then deciding if it is valid or should be changed.
The Insead library has a social norm of no cell phone use. Perhaps that is stated a bit too broadly; people sometimes answer their phones, speak softly for thirty seconds, and then put it down, which is considered OK. Others go to the loo. Still others go outside when they receive a call.
One of the great sources of continuity at Insead is the existence of two promotions. The senior promotion (currently the Januaries) transmit the traditions, norms, and other cultural artifacts to the incoming promotion (currently the Septembers). A minor side effect is that when you arrive here, you know nothing, but when the new promotion arrives just a few months later, you think you know it all. But I digress.
Today, for some reason, everyone wanted to talk on their mobiles in the library. This incenses Lucky to no end. However, instead of boiling over, he decided to take this opportunity to publicly enforce the social norm of silence. In a loud voice, he scolded the loquacious Frenchman, the fast-talking Chinese, and the grumpy German, all Septembers, all within an hour's time. All gave lame, petulant excuses, which he did not accept. He spoke so loudly that people all throughout the library could hear him, but since the victims didn't dare speak back, they only heard one side of the conversation, oddly enough, just like when you hear the person next to you speak on their mobile.
10:16:39 PM 
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