by Sarah Jenkins and Rick Delbridge
A number of corporate scandals—Wells Fargo, Volkswagen, and Enron for example—have emerged in recent years which have brought into focus the ethical practices of organizations. Questions are asked regarding the extent to which deception is endemic in contemporary business life. Yet little is known about how organizations support and promote lying.
How do organizations enlist their employees to lie for a living? How do employees respond when lying is part of their job?
These questions became relevant when we studied an organization – VoiceTel (a pseudonym) – which provided virtual reception services to a number of organizations throughout the UK. The in-depth study into VoiceTel provides a rare opportunity to examine lying that is an integral and intrinsic feature of work rather than being selective, intermittent and associated with a specific occupational group.
Deception was a cornerstone of the VoiceTel’s business from its start and key to its ongoing success. To deliver a high quality professional service, employees were required to conceal that they were not physically located in their clients’ premises and never disclose to their customers that they actually worked for an out-sourced reception provider.
How did the organization ensure receptionists abided by this requirement? How did employees feel about lying as an intrinsic part of their job?









