Understanding and managing employee behaviour in organisations: Case study of the broken-down urinal at the Kenya School of Government

Abstract

This case examines a seemingly minor workplace challenge that evolved into an organisational behaviour problem at the Kenya School of Government (KSG), Mombasa Campus. A blocked urinal in the Faculty Block remained unrepaired for over a month due to procurement procedures required to engage a contractor. Despite handwritten notices informing employees that the facility was out of use, some continued using it, resulting in recurrent flooding, unpleasant odours, increased workloads for cleaning staff and strained employee–support staff relations.The situation highlights critical organisational behaviour issues relating to workplace communication, employee compliance, organisational norms and the influence of the physical work environment on behaviour. An employee introduced a simple behavioural intervention by placing a visible masking-tape barrier across the entrance to the urinal area. Unlike the written notices, this intervention immediately changed employee behaviour, prompting them to use alternative toilet facilities until repairs were completed.The case demonstrates that effective workplace communication requires more than providing information; it also requires understanding behavioural responses and creating conditions that encourage compliance. It illustrates how simple, low-cost interventions can influence employee behaviour, minimise workplace conflict and promote staff well-being. Furthermore, it highlights the importance of leadership responsiveness, employee initiative and practical problem-solving in addressing organisational challenges. As a teaching case, it provides an opportunity to examine how managers can identify underlying behavioural issues, apply organisational learning and translate workplace experiences into sustainable improvements in communication, employee relations and organisational effectiveness.