THE APE IN THE CORNER OFFICE
 

UNDERSTANDING THE WORKPLACE BEAST
IN ALL OF US

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The Chicago Tribune, Sunday, October 23, 2005

The Boss as Gorilla

Richard Conniff comments on some of the business world's most controversial alphas:

Martha Stewart. "Martha Stewart was recently talking to reporters about coming back onto television, and she said that her show is not going to feature--and then she paused a little bit and said `naked aggression.' And it was clear she realized naked aggression had been a problem for her in the past and maybe part of the reason for her downfall. Whether she is actually able to not practice naked aggression is going to be interesting to see, because it's part of her character."

Donald Trump. "I don't pay much attention to Donald Trump because I think he's ridiculous, but he's a guy who's gotten a long way on bombast and unwarranted self-assurance. I've avoided his whole show. It just seems like it's designed to perpetuate nasty, unpleasant behavior. It makes great television, but it wouldn't make a good way to run a real company."

Enron's Jeffrey Skilling. "At one point, he was in the employee parking lot and the line was backed up and he got impatient. He whipped around and headed for the exit traveling in the wrong lane. And as he was driving by all these other cars, he flipped them the bird. You don't do that if you're the leader of a company; nobody wants to work for you. That kind of indifference to normal standards of what's decent were part of the reason that company went down the tube."

Maurice "Hank" Greenberg of AIG. "That's a guy who built a fabulous career at a great company partly because he was so aggressive. And yet people who are overly aggressive, who are brutal and nasty, often come to a sorry end--as he has done--because they create so many enemies along the way. And those enemies eventually get together and form an alliance and cause the guy to be overthrown."

To read the full story, click here.

 

Forbes Magazine, October 2005

The Power of Apology
What Corporate managers can learn from the animal kingdom.

By Richard Conniff
 

Bosses often think the only lesson they can learn from animals is how to roar louder.  So here’s a surprising idea:    Animal behavior can teach you how to resolve conflicts and drastically cut your company’s legal costs.  In fact, on the question of tort reform, chimpanzees have a better answer than politicians.

Chimps are masters of reconciliation, a behavior first witnessed by  primatologist Frans de Waal in the 1970s, after a raucous fight between two high-ranking chimps.  The dust slowly settled—and then one male reached out to his rival, fingers extended, palm upward, an offering of peace.  The two apes embraced.  It was a reconciliation.

A stereotype about animals is that they spend all their time snapping at one another (a lot like some office workers).   But researchers have lately identified dozens of species, from dolphins to hyenas, that also kiss and makeup.  Scientists have begun to recognize the importance of reconciliations for people, too.   In the past, social psychologists often studied human behavior in laboratory situations, so they hardly ever saw postconflict rapprochements.  The idea that it could be a natural behavior defied conventional wisdom.  Corporate executives built careers on the motto, “Never apologize, never explain.” 

But apologies are serious business.  Corporate managers wouldn’t be spending 42% of their time  mediating workplace disputes if their fellow workers understood the natural healing power of the words “I’m sorry.”  An apology can also miraculously transform a client’s hostility into honey.

For instance,  the Veterans Affairs Medical Center in Lexington, Kentucky, has a policy of admitting medical errors, apologizing for them, and initiating a claim—even when the family itself has no idea medical error contributed to a patient’s death.  Skeptics predicted that “extreme honesty” would be a liability nightmare.  But legal costs at the hospital are now among the lowest in the VA system.  An honest apology apparently relieves suspicion and a sense of injury in the hearts of malpractice victims and their families.

 People may hesitate because they equate the words “I’m sorry” with a guilty plea.  Under U.S. law, an apology is protected from use as evidence in only one circumstance--when directly linked to a cash settlement offer.  This encourages only those apologies that are “least therapeutic or sincere,” according to Daniel W. Shuman, a professor at Southern Methodist University School of Law.  The structure of compensation for lawyers, who typically take a percentage of any legal settlement, also discourages  apologies.  One-third of “I’m sorry” will not buy the lawyer a tuna sandwich for lunch.

On the other hand, many states have recently passed laws making an apology or a statement of sympathy or benevolence inadmissible as evidence against the defendant, in at least some circumstances.   And despite the legal risk, some companies now recognize the redeeming character of a good apology—not least because victims and juries often accept it as grounds for reducing any damage award.

The Toro Company, a Minnesota manufacturer of snow blowers and lawnmowers, used to follow standard “deny and defend” practice, and its product liability costs soared.  But in 1991 it switched to a more conciliatory approach.   Now, when the company hears about a product-related accident, it immediately sends staff to visit the family.  They begin by expressing regret:  “Setting aside the question of who’s at fault, we want you to know that we feel terrible that this happened.  We’re going to do our best to resolve this thing and make sure it doesn’t happen again.”   Toro says the conciliatory approach has halved the time it takes to settle a claim and cut the average cost from $115,620 in 1991 to $35,000 in 2004. 

Politicians want to limit a victim’s right to sue.  But smart companies will pay attention to chimpanzees instead.  By 1999 an intuitive understanding of the natural history of “I’m sorry” had saved Toro $75 million—and earned the considerable goodwill that comes when you do the right thing.

 
 

New York Times, Sep. 4 2005

Of Chimps and Marshmallows

THAT long-running battle of sociology - nature versus nurture - moves to the business bookshelf this month.

Two books argue that people are born with the traits that make them succeed or fail in the workplace. One relies primarily on primate studies, the other on fledging genetic research.

On the other side, two authors contend - as business book writers usually do - that future managers can be made by mastering specific traits. One outlines a way to think differently, and the other suggests ways to build on mental qualities.

Debate over nature and nurture may never be settled, but the book that breaks the tie - in nurture's favor, at least for now - is a fable involving marshmallows. Really.

But before we get to that, let's examine the arguments, starting with nature.

In the most entertaining of the current crop of books, "The Ape in the Corner Office" (Crown $25), Richard Conniff, a longtime nature writer, argues that it is silly to expect people to be much better than chimpanzees, given that "by some estimates the difference between our two species may be a matter of fewer than 50 genes out of perhaps 25,000 shared in common."

Still, he understands that people may not like owning up to the fact that in our words, not his, "I'll be a monkey's uncle," may hit too close to home. As Mr. Conniff puts it: "One reason management consultants have generally refrained from pointing out the remarkable and instructive similarities in hierarchical behavior between humans and other primates is to spare the feelings of the executives who hired them."

Still, Mr. Conniff contends that we should pay attention to the way apes live, so we know what kind of behavior to expect not only from the boss, but also from the person in the next cubicle, in order to increase our chances for success in the corporate jungle.

Not surprisingly, some primate research is contradictory. Citing the cooperation that exists among apes, Mr. Conniff writes that "nature built us to be nice," yet he is quick to point out that in any group of monkeys, the aforementioned hierarchies are clear, and that apes constantly battle for status.

What does all of this mean for us? Mr. Conniff writes that work groups should remain intact from one task to another, because people, like apes, are social animals who get along better when they know one another; that employees should expect hierarchies, despite all talk to the contrary, and that people need to pay attention to nonverbal cues, just as primates do.

Another author also makes a case for nature over nurture. In "Instinct" (Warner Business Books, $24.95), Thomas L. Harrison, the chief executive of Omnicom's diversified agency services, writes that whether we succeed at work depends in large part on our DNA.

Although he relies primarily on anecdotal evidence, Mr. Harrison, who began his working life as a cell biologist, argues that it is inevitable that our genetic makeup is a factor in our success: "After all, the basic genetic code we all share controls everything from eye color to our risk of having certain diseases. It only makes sense that those genetic instructions might also affect how each individual's brain absorbs and responds to what is going on around it."

Edward F. Droge Jr. begs to differ. In his book "Your Intelligence Makeover" (Free Press, $22.95), he contends that no matter our genetic gifts, we can all learn to be smarter and more effective. Much of the advice does not break new ground. His suggestion for how to make a speech, for example, is, "tell them what you are going to say, say it, and tell them what you said."

Still, he presents a self-improvement plan that is practical. His focus is on bettering your reading speed, memory, writing and presentation skills - things that are bound to produce the highest return on your mental investment. He suggests that as you go about trying to read faster, practice on material you need to read anyway.

Jim Canterucci, a motivational speaker, delivers his message of self-improvement differently in "Personal Brilliance" (Amacom, $21.95). He says success - no matter how one defines it - will come more easily if people concentrate on developing their awareness, curiosity, focus and initiative. He then devotes the rest of the book to explaining how to do just that.

In the best of the books this month, Joachim de Posada suggests that hard work, dedication and passion can help people achieve just about anything, regardless of how they were hard-wired at birth. The title of his book, "Don't Eat the Marshmallow ... Yet" (Berkley, $19.95), comes from a study conducted at Stanford in the 1960's.

In the study, each member of a group of 4-year-old children was given one marshmallow and told that if he could resist eating it for 15 minutes, as he sat in a room by himself, he would receive a second marshmallow for showing restraint. Some children were able to resist, but others weren't.

But the real point, according to Mr. de Posada, became apparent 10 years later when a subsequent study showed that the children who were able to wait were doing better in school, had superior relationships with their peers and managed stress more successfully than those who ate right away. Mr. de Posada builds off of this study to conclude that while we can't always control events and circumstances, we can control our behavior. And if we focus that behavior on what is truly important - long-term goals, as opposed to immediate gratification - we will be far more successful.

Business parables are hard to tell well. If you make the characters interesting, the lessons can be lost. If you ignore the narrative, choosing to hit people over the head with your message, they will stop reading. With the help of the writer Ellen Singer, Mr. de Posada manages to walk this fine line by telling the story of the fictional billionaire Jonathan Patient and his chauffeur, Arthur, a young man who at the beginning of the book believes in instant gratification, but who eventually sees the light.

Nurture wins in the end. At least this month.

 

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