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In this issue:
- Toxic work environment syndrome can tarnish your brand
- Bits & Bytes
- Speaking schedule
- What clients say
Toxic Work Environment Syndrome Can Tarnish Your Brand
We’ve all sat in on those meetings. You know, the ones around the conference table when a decision is about to be made. Knowing something of consequence is going to be
discussed and acted on, the first thing most of us do is start to take a reading of the others gathered around the table. We note their general moods, attitudes, facial expressions, side conversations, even their body language.
Which way is the group leaning and how much of a risk am I willing to take if I decide to go against the will of the majority?
It’s a difficult question, especially when personal standing with one’s boss and co-workers is on the line, perhaps even one’s job.
It’s also a sign of what I call toxic work environment syndrome, which can do great harm to an organization’s brand.
Case in Point
On, October 26, 2007, the United States Federal Emergency Management Agency, better known as FEMA, held a press conference—of
sorts.
Evidently FEMA was desperate to get information out to the public about the assistance it was providing—as well as to “spin” what the agency believed was the good work it was
doing—to help victims of wildfires in Southern California.
The problem with the “press” conference was that, instead of legitimate press people, those posing the questions were FEMA employees—including the agency’s deputy director of
public affairs and its director of external affairs. They were in the audience querying their own agency’s Deputy Administrator with questions The New York Times would later call "decidedly friendly”, such as "Are you happy with FEMA's response (to the
wildfires) so far?"
Soon after this ruse was discovered, then-Homeland Security chief, Michael Chertoff, said it was the “stupidest” thing he’d ever seen in government.
But the question remains: How did this public agency, whose reputation, or brand, was already in tatters because of its dismal response to Hurricane Katrina just two years prior,
expect to get away with this ruse?
Where was the rational, common-sense standard bearer sitting at the conference table while this plan was being hatched who should have been frantically waving his or her arms and
shouting, “This is not the right thing for us to be doing. Our agency already lacks the public’s confidence in our ability to carry out our mission. This will only serve to reinforce that distrust.”
A partial answer may lie in what I refer to as the toxic work environment syndrome.
The Cascade Effect
The problem often starts when people make their decisions in sequence rather than all at once, which result in an information cascade.
In his book entitled “The Wisdom of Crowds,” author James Surowiecki says that “The fundamental problem with an information cascade is that after a certain point it becomes
rational for people to stop paying attention to their own information –their private information—and to start looking instead at the actions of others and imitate them.”
I would add that this type of negative cascade effect is exacerbated in organizations where senior and mid-level managers would rather be seen as authoritative figures, obeyed
and followed, than transformative leaders who, when presented with honest, constructive criticism, take it into serious consideration and possibly alter their mindsets.
An information cascade is similar to groupthink, whereby a group of people manifest conformity in their thoughts and behavior, especially an unthinking acceptance of majority
opinions. Groupthink reinforces collective thought, not so much from a base of common sense, or rational thinking, but because of a strong hierarchical pecking order often in combination with strong peer pressure.
The simple fact is that when the ability to speak one’s truth to authority is leached from the environment, many organizations either fail in their missions or create emotionally
unhealthy workplaces, which result in bad decision making. In toxic environments like these, it doesn’t take long to reach a tipping point where negative groupthink and the information cascade replace good, old fashion common sense.
What can be done?
Toxic work environment syndrome is a leadership style issue and requires a change in corporate culture.
Here are some suggestions for getting started:
· Create a workplace environment that allows staff to speak its truth to authority without fear of reprisal or retribution. You’d be surprised what you might learn.
· Avoid bully management. It may work to meet short-term tactical deadlines but not long-term strategic goals.
· Solicit the opinions of others. Staff don’t necessarily always expect their way, but they do want to know that they’ve been listened to. Listening can often diffuse tense situations.
· Be open to change. Holding fast to long-held ideological beliefs may not be the best strategy, especially in these fast-changing times. Be open, rather than threatened, by new ideas that come
from your staff.
· Be respectful. “Thank you” are the two most undervalued words in the English language. Coupled with “Good morning” and a smile every now and then, respectful behavior on the part of
everyone can often relieve a lot of daily office tension—and may just produce a better, more honest, process when it comes to decision making.
If all else fails, never underestimate the power of humor to lighten a tense workplace environment.
Bits & Bytes:
- Do you work for a government agency and want to learn how to improve its image to both internal and external audiences? I will be conducting a full-day workshop,
entitled "Rebranding the Federal Government--One Agency at a Time," at EEI in Alexandria, VA, on Monday, November 2. For more information, click here:
www.eeicom.com/training/dispclas.cfm?classID=15233
- My thanks to the 365 nonprofits that participated in the July 29th GuideStar-sponsored webinar, "Branding Beyond the Logo", especially those who emailed me afterwards
with their comments and compliments. It's gratifying to know my messages about what good branding should entail are resonating with many of you.
- For compelling insights on how to mobilize the power and passion of volunteers I strongly recommend you seek out the services of Tom McKee. I had the pleasure of
presenting with Tom at a recent gathering of Friends of the Library of Southern California. He knows his stuff. For more information, I suggest you log onto Tom's website:
www.volunteerpower.com
- My thanks to Politics and Prose, the highly acclaimed independent bookstore, located at 5015 Connecticut Ave.,
NW, Washington, DC, for carrying my book, Branding for Success.
My Latest Speaking Schedule:
- Mid-Atlantic Network of Youth and Family Services (MANY) Annual Conference, Bedford Springs, PA, Oct. 20, 2009
- EEI one-day course, entitled "Rebranding the Federal Government--One Agency at a Time", Nov. 2, 2009, Alexandria, VA (see Bits and Bytes above)
- Mid-Atlantic Network of Youth and Family Services (MANY) Mentoring Children of Prisoner Skill-Based Training Series, Kansas City, KS, Aug. 19-20, 2010
- Mid-Atlantic Network of Youth and Family Services (MANY) Mentoring Children of Prisoner Skill-Based Training Series, St. Paul, MN Sept. 9-10, 2010
- Weinberg Fellowship Program, Sept. 13, Baltimore, MD Sept. 13, 2010
What Clients Say:
- "Since taking Larry's class I have expanded in a way I never thought I could. The class gave me so many tools, ideas and information to launch a comprehensive branding strategy. I even had my Executive
Director and the President of the Board eating up the ideas
I brought to the table."--Jennifer Jonassaint, Homeowners Rehab Inc., Cambridge, MA
- "Larry's class was an excellent learning experience. Not only did I learn about branding, I learned about the new way in which businesses and non-profits manage their employees,
structure their staffing and present a unique, successful brand to the outside world. I strongly recommend it for people who want to learn more than how to build and maintain a
successful brand." Joan Coyle, Northern Virginia
My book, Branding for Success can be ordered on line at my website (www.checcocomm.net),
as well as through www.amazon.com, www.trafford.com,
and the websites of numerous organizations.
As always, I look forward to receiving your feedback, questions, success stories and branding challenges. Also, if you are in need of a motivational speaker, trainer or branding consultant/coach, I invite you to contact me or
log onto my website for more information.
In the meantime, good luck with your branding!
