Role theory

We will explore Role Theory, a foundational concept for understanding organizational behaviour in complex environments like hospitality or healthcare. Role Theory suggests that workplace behaviours are shaped by the expectations attached to the “roles” we occupy. A role goes beyond a job title, encompassing the expected attitudes and behaviours for specific positions. For example, a manager acts as a supervisor, a direct report, and sometimes a customer service representative, navigating overlapping roles that shape work experiences. Role Theory is valuable in explaining occupational stress, as it shows how juggling multiple or unclear roles can strain employees. There are three main types of role-related stressors: role overload, role conflict, and role ambiguity. Role overload occurs when demands outpace available resources—for example, when a housekeeper must clean too many rooms. Role conflict arises when different role expectations clash, while role ambiguity results from unclear or contradictory instructions. Addressing these stressors can significantly improve employee wellbeing and performance. Roles do more than contribute to stress—they also serve as organizational tools for coordination and clarity, especially in dynamic or unpredictable environments. In settings like hospitals or restaurants, staff may regularly work with different colleagues or circumstances. Clearly defined roles allow teams to function smoothly, even among individuals who have not met before.