Report Details Governor Cuomo's Pattern of Sexual Harassment
The New York State attorney general published a 165-page report detailing how Governor Andrew Cuomo has sexually harassed women for years and how a culture of “fear and intimidation” allowed his behavior to continue.
In addition to the report, other communications about the situation are interesting examples, particularly of persuasion:
Governor Cuomo’s video response
NY Times opinion calling for his resignation
What makes each of these messages credible—or not—is a rich topic of discussion. The report and other messages use details and examples to prove their points. In his video message, the governor intersperses images of him hugging and kissing many people. His strategy is to “normalize” and de-sexualize his behavior. However, the report describes incidents that go beyond these displays and concludes that the governor violated federal and New York State sexual harassment law.
Update: Governor Cuomo resigns. In a video, he explains his decision, which seemed inevitable.
Grubhub's Goodwill Message
Grubhub is demonstrating gratitude with an ad directed primarily toward restaurants. The company benefitted greatly during a tough year for restaurants. During COVID restrictions, food delivery services did well, raising prices and cutting into restaurants’ margins. Grubhub and others have been criticized for hefty commissions and for listing restaurants on their sites when they weren’t affiliated with the service.
Now that restrictions are lifting, analysts predict that delivery services will continue to thrive. Still, an AdAge author notes that Grubhub needs to “remain relevant as in-person dining comes back.”
In the commercial, Grubhub speaks to restaurant workers:
“Here’s to you, restaurant. Thank you, from the bottom of our stomach. . . . Without you, we wouldn’t be Grubhub. We’d just be ‘hub.’”
Will the commercial ring false? Will it feel to restaurant owners and staff that Grubhub is manipulative or insincere? I don’t know. Obviously, the secondary audience is diners.
Senders of true goodwill messages, for example, messages of appreciation, don’t expect anything in return. Thank-you messages may bring about favor, but they are not intended for future reciprocation.
FedEx Statement About Shooting
After a shooting at an Indianapolis facility, FedEx posted a statement on its website. At the top of the home page is a notice: “We are deeply shocked and saddened by the loss of our team members following the tragic shooting at our FedEx Ground facility in Indianapolis. Read more.”
The company posted two additional statements on its website under “Newsroom”:
“Honoring Our Team Members in Indianapolis” lists employees who were killed.
“Frederick W. Smith Message to Team Members on Indianapolis Tragedy” is a message from the Chairman and CEO.
Each message is heartfelt and opposes violence with such phrases as “Violence of any kind has no place in our society or our workplace” and “senseless act of violence.” But the company is avoiding any mention of guns and the two longer messages don’t mention that the victims were shot. The only reference is in the title and body of the first statement: “shooting” is used twice.
The cause of death is important to include, particularly so that FedEx deflects responsibility. This is also an opportunity for CEO activism, as we have seen from other CEOs recently. However, FedEx is not entering this highly charged political conversation at this time.
Amazon’s Statement About the Failed Union Attempt
Employees at Amazon’s Bessemer, Alabama, warehouse voted against forming a union. Of 5,876 employees, 1,798 voted against and 783 for the union—not enough. The New York Times presents a simple, clear graphic of the vote.
Critics say that Amazon used aggressive tactics to deter workers from favoring the union. For example, union organizers approached employees at a traffic light, which the city changed based on a request from Amazon management. The change led to longer green lights and shorter red lights based on traffic. Before the vote, the National Labor Relations Board (NLRB) determined that two employees were fired illegally for their union-organizing activity.
In messages to employees, the company used a slogan, “Do it without dues,” meaning employees should negotiate with their managers and not through a union, which charges fees. The slogan was also the URL for a website, which has since been removed.
Amazon posted a statement about the win. The company denies intimidation charges and reinforces its $15 wage and starting benefits. Although the statement indicates that 16% of employees at the facility voted for the union, a higher percentage of those who voted were favorable towards the union.
Royal Family Responds to Racism Allegations
In an interview with Oprah, Prince Harry and Meghan Markle accused the British royal family of racism, and the fallout is severe. Markle talked about having suicidal thoughts and how she had been treated by the family, including plans for the couple’s baby. She said he wouldn’t have a title or security, and that the family had “concerns and conversations about how dark his skin might be when he was born.”
Prince Harry said that he a discussion with his grandmother and two with his father about the couple’s concerns until his father “stopped taking my calls.”
Victoria Murphy, a writer for Town & Country magazine, describes the family’s reaction:
So far, the royal family has remained tight-lipped. There have been no statements and, it seems, very little guidance offered. Perhaps they are retreating into a default “no comment” stance, or perhaps they are sensibly waiting to see what sticks before deciding whether to add fuel to the fire. In this war of words, there is a sense that we could go on and on.
Buckingham Palace did release a short statement, and the Queen took some time before signing off:
The whole family is saddened to learn the full extent of how challenging the last few years have been for Harry and Meghan.
The issues raised, particularly that of race, are concerning. While some recollections may vary, they are taken very seriously and will be addressed by the family privately.
Harry, Meghan and Archie will always be much loved family members.
Of course, the issue is that the royal family is a public organization, with several public figures, whether they wish to be or not.
Two days later, Prince William gave an interview and said, “We’re very much not a racist family.”
Murphy sums up the situation: “Make no mistake, this is an interview that will go down in history as having rocked the British royal family to its core.”
Governor Cuomo Address Sexual Harassment Allegations
In a video statement, Governor Andrew Cuomo addressed sexual harassment allegations made by three women. He begins well, explaining his decision to speak directly to the public on the topic, although lawyers advised him to wait. To preserve his image, this is a good call: research shows that his apology is unlikely to negatively affect lawsuit outcomes—and may even have a positive effect.
But his apology goes awry. He uses language that is classic in non-apologies, for example, “It was not my intention” and “I certainly never meant to….” In sexual harassment law, intent does not matter—only the impact. Further, this type of language typically doesn’t land well. People don’t care. Instead, he should focus on the impact on these women and perhaps on the office.
He also says, “I now understand that I acted in a way that made people feel uncomfortable.” This is problematic because first, as he says at the beginning, he is a lawyer. As a lawyer and as a political leader, he should know better. Such language is reminiscent of “I’m sorry if you were offended,” implying that it’s the receiver’s problem. A couple of days earlier, after the second allegation, the governor said, “To the extent anyone felt that way, I am truly sorry about that.”
To his credit, he says, “I apologize” and “I’m sorry,” which people do want to hear in these types of statements.
We will see what results from these allegations, in the midst of calls for his resignation. Governor Cuomo also is embroiled in charges that he lied about the number of Covid deaths in nursing homes. So far, he says that he will not resign.
School Board Apologizes for Mocking Parents and Resigns
The Board of an elementary school in California resigned over embarrassing comments on a video call. Board members didn’t realize that they were public when they made disparaging comments about parents wanting schools to reopen. They mentioned that parents miss teachers as “babysitters” and want to be able to use marijuana again.
In response, several board members resigned, and the school district wrote a statement. Within the larger statement is a message from the board members who resigned:
We deeply regret the comments that were made in the meeting of the Board of Education earlier this week. As trustees, we realize it is our responsibility to model the conduct that we expect of our students and staff and it is our obligation to build confidence in District leadership; our comments failed you in both regards, and for this we offer our sincerest apology.
We love our students, our teachers and our community, and we want to be part of the remedy to help the District move forward, returning its full focus to students' needs. To help facilitate the healing process, we will be resigning our positions as Trustees of the Oakley Union Elementary School District, effective immediately. The Superintendent will be working with the Contra Costa County Office of Education to address the vacancies on the Board of Education.
This was a difficult decision, but we hear the community's concerns, and we believe yielding to your request that we step down will allow the District to move forward. Please do not let our failure in judgment cast a shadow on the exceptional work that our teachers, administrators and hard-working employees are doing for the students of this District. They deserve and will need your support as you move forward.
Business communication students will find ways to improve this message. The authors use passive voice in the first statement and weak subjects twice in the first paragraph (“it is”). As an apology, the statement also could do better. Sincere apologies include more about the impact of the act—the damage done. I don’t see that recognition clearly.
Lincoln Project Statement
Frank Bruni is right his article, ”When You Don’t Have Trump to Hide Behind: There’s now space for other scandals. Witness the Lincoln Project.” I’ve been missing hearing about improprieties with the shadow of Trump for the past four years. Now trouble at the Lincoln Project, a political group started in 2018 by Republicans to prevent the re-election of the former president, has come to light.
The issue raises questions of integrity. As the organization criticized the former president for his actions, 21 young men accused one founder of sexual harassment, while organization leaders knew of but did nothing about their complaints. In addition, questions linger about whether group leaders misused funds for personal gain.
The one leader accused of “grooming young men online” responded in a statement:
I am so disheartened and sad that I may have brought discomfort to anyone in what I thought at the time were mutually consensual discussions. In living a deeply closeted life, I allowed my pain to cause pain for others. For that I am truly sorry to these men and everyone and for letting so many people down.
The Lincoln Project also issued an official statement. One, dated January 30, isn’t available because of a broken link on the homepage. But another, dated February 14, is below:
The Lincoln Project has retained the law firm of Paul Hastings to investigate allegations of inappropriate behavior by John Weaver as part of a comprehensive review of our operations and culture. The review process is currently underway.
We are committed to creating a positive, diverse, and inclusive workplace environment at The Lincoln Project and inappropriate behavior by anyone associated with the organization will not be tolerated under any circumstances. We have already taken decisive action to address internal concerns. Additionally, we are releasing staff and former staff from the confidentiality provisions in their employment agreements to discuss their workplace environment. Based on the findings of this review we will take all necessary action to correct any issues or deficiencies that are identified.
Concurrently, we are also working with outside counsel and professional consultants to strengthen our corporate governance, finance and operational structure, human resources, and leadership to position The Lincoln Project to further maximize our impact and lean into our important mission advancing democracy.
The Lincoln Project was founded to combat political forces who seek to undermine our democracy. We revolutionized how political action committees operate and spent $81 million last cycle to create and place more than 300 advertisements, host national town halls, conduct voter outreach, and launch a podcast and streaming video network that engaged millions of voters. Eighty percent of our funds went to voter contact and content production. Our historic results speak for themselves.
Moving forward, we have important work ahead of us and we have created a nationwide movement of Americans who support our objectives.
In order to continue fulfilling our promise to our millions of supporters and contributors, we must address any and all internal organizational issues immediately and put in place a governance and diverse leadership structure that reflects our core values and ensures we will continue to attract the best talent available.
The Lincoln Project will continue producing and distributing our popular content and commentary while these reviews are being conducted and we are operating at full capacity.
The statement start is unfortunate and squirrely. Perhaps an apology might be more appropriate? As an apology, if this is the intent, the statement doesn’t work very well. Apologies admit specific wrongdoing, acknowledge the impact, and describe positive steps planning for the future. I don’t see that here.
Wishing Someone Well
News outlets are reporting that President Trump wishes Ghislaine Maxwell “well.” An associate of Jeffrey Epstein, Maxwell is charged with child sex-trafficking and has pleaded not guilty.
President Trump knew Epstein and Maxwell and met them “numerous times over the years.” according to his interview with Axios. When an Axios interviewer questioned the president’s previous statement that he wishes her well, he explained what he meant:
"Her boyfriend died in jail, and people are still trying to figure out how did it happen. Was it suicide, was he killed? And I do wish her well.”
“I'm not looking for anything bad for her. I'm not looking bad [sic] for anybody.”
“I do. I wish her well.”
“I wish her well. I'd wish you well. I'd wish a lot of people well.”
Discussion:
What does it mean to “wish” someone “well”?
What's your view of President Trump’s comments? Appropriately empathic towards Maxwell, compassionate, insensitive towards victims of sexual abuse, polite, or something else?
The president defended his initial comments. Should he have done so or changed his approach? Why?
How to Check in on People in Difficult Times
A New York Times article, “How to Ask if Everything Is OK When It’s Clearly Not,” suggests ways to offer compassion. Here are Anna Goldfarb’s recommendations:
Check for signs of distress: moodiness, unkempt appearance
Check yourself first: Are you in a good place to engage?
Be specific about your observations: What behavior could indicate a problem?
Ask general or specific questions, depending on your relationship:
“Is anything on your mind?” or
“How are your kids adjusting to so many changes at school?”
Or just make a statement: “I’m wondering how you are.”
Talk about your own challenges; be vulnerable
Just listen; you don’t have to solve anyone else’s problem
Set a time to follow up
This article reminds me a model for appraising whether we offer compassion. This version is in Building Leadership Character, adapted from Jennifer Goetz, whose article was published in Psychological Bulletin.
Discussion:
How comfortable would you feel engaging someone in this way during the pandemic? What might prevent you from doing so?
Think of a time when you offered someone compassion. How does the appraisal model apply? How about a time when you didn’t offer someone compassion?
P&G Commercials Demonstrate Empathy
Two Proctor and Gamble ads illustrate the role of empathy in understanding aspects of being Black in America. The first ad here, “The Look,” shows how a Black man experiences others’ reactions to him throughout the day. The second ad allows the viewer to watch intimate conversations that Black families have about race.
Discussion:
How would you describe the role of empathy in addressing bias?
What are the objectives of these ads? How well do they meet those objectives?
What makes these ads effective—or not—in your opinion?
Atlanta Mayor Speaks to Protests
Atlanta Mayor Keisha Lance Bottoms delivered a speech from the heart and from her experience. Mayor Bottoms speaks from her experience as an African-American mother and implores people to protest peacefully.
Discussion:
Analyze the mayor’s speech: audience, communication objectives, organization, tone, delivery style, and so on. What works well, and what could be improved?
In what ways does this speech demonstrate authenticity? How does the mayor’s identity play a role in her message and her delivery?
Airlines CEOs Criticize Boeing CEO's Prediction
During an interview on the “Today” show, Savannah Guthrie asked Boeing CEO David Calhoun whether a major U.S. airline might not survive because of the pandemic. Calhoun said, “Well, I don’t want to get too predictive on that subject, but yes, most likely. Something will happen when September comes around.” He also said that “we believe we will return to a growth rate similar to the past, but it might take us three, five years to get there.”
The response angered major airline executives, who are currently negotiating for federal assistance.
Another Boeing executive defended Calhoun’s statement:
“Some weren’t keen on his sobering assessment of industry challenges ahead, but others appreciated him telling it like it is. It’s in his nature to be frank.”
Discussion:
What’s your view of Calhoun’s comment? One view is that, during a global pandemic, executives might need to be particularly sensitive. Another view is that this is a time for honest, direct talk.
What are the potential implications of his comment? Should he have avoided it?
What the entire interview. How did Calhoun do overall? What are his communication objectives and key messages?
A Leader Example in My Book Is Charged With Conspiracy
I was sad to see that Paul Kruse, former CEO of Blue Bell Creamery, has been charged with covering up the listeria breakout in 2015. In my book, Building Leadership Character, Kruse is a positive example of a leader who demonstrates vulnerability. His 2016 video announcing employee layoffs after the breakout was emotional and authentic.
Prosecutors say that Kruse delayed recalling tainted products, instructed employees to tell customers that product delays were caused by mechanical problems, and failed to take other appropriate action.
Blue Bell agreed to pay $19.5 million to the Department of Justice and posted a statement on its website, which focuses more on the future than on the past.
Discussion:
Can you reconcile both perspectives of Kruse as a leader? Could he be someone who covers up listeria and someone who gets emotional when talking about employee layoffs?
Assess the company’s statement. Who are the audiences, and what are the communication objectives?
Airbnb Layoff Message
Airbnb Co-Founder and CEO Brian Chesky wrote to employees to announce layoffs. Ask we see more and more, the company posted the message publicly on its blog, knowing it would likely go viral anyway.
In his message, Chesky announces the decision to lay off about 25% of the workforce as part of their more targeted business strategy. Airbnb is reducing investments in some services to focus on its core business.
Although he sends a mass email, Chesky tailors the last part to different groups:
To those of you staying,
One of the most important ways we can honor those who are leaving is for them to know that their contributions mattered, and that they will always be part of Airbnb’s story. I am confident their work will live on, just like this mission will live on.
To those leaving Airbnb,
I am truly sorry. Please know this is not your fault. The world will never stop seeking the qualities and talents that you brought to Airbnb…that helped make Airbnb. I want to thank you, from the bottom of my heart, for sharing them with us.
Brian
Discussion:
What’s your view of the message? Consider the audiences and objective.
It’s quite long. Is it too long or just right?
I wish that people who were staying in their current role could get a message too. It’s unclear whether that’s planned—only that they “will not receive a calendar invite.” Your thoughts?
United Airlines Message
The COVID-19 messages keep coming from airlines and other companies. Here’s one from United Airlines, encouraging us to fly by offering flexibility and promising cleanliness.
Dear Amy,
As we all adjust to this new normal, my thoughts are with you and your families and I hope you're staying safe and healthy. The last several weeks have been emotional and trying for all of us, but I continue to be inspired by the goodness in people and the genuine acts of kindness, large and small, that I see every day. These gestures of warmth, strength and caring give me the confidence that in time, we will emerge more United Together than ever before.
It's in that spirit that I wanted to share with you some good news about what the 100,000 family members of United Airlines have been doing for you as we tackle the biggest and most disruptive crisis we've faced in our 94‑year history.
Good news as you're making travel plans
Life is unpredictable in lots of ways right now. We know many of you started the year planning to fly with us to visit family, go to a game or concert, attend a trade show or just get away. And you might be feeling anxious about what to do about your upcoming travel plans. That's why we've waived the fees to change or cancel any trip with us through the end of 2020, including travel that was already planned as well as trips that you're hoping to take in the future. Every customer now has until May 31 to make changes to current reservations or book new flights that can be changed or canceled without a fee, and you'll be able to reschedule your trip for anytime in the next 12 months. So take the next few weeks and do what's best for you, your family and your work.
Good news for when you choose to fly
Safety has always been our top priority, and because of that, the social distancing and cleaning procedures that have become a way of life for all of us are now staples of the way we run our airline. When you're ready to fly, you'll see that a lot has changed at the airport and on board our aircraft. We're boarding fewer customers at a time and starting from the back of the plane to avoid crowding in the gate area, on the jet bridge and in the aisle. We're automatically blocking middle seats to give you enough space on board, requiring all our employees on board, including our flight attendants, to wear masks and, in early May, making masks available to our customers. Of course, these measures are in addition to our state‑of‑the‑art sanitization procedures like cleaning our aircraft with electrostatic sprayers, and extra precautions like taking our employees' temperatures before they start work to protect the well‑being of our customers and colleagues. Find a complete overview of what's changed at United to adapt to this new normal.
Good news for our communities
While we wait to welcome you back, we've been using our time and resources to do our part and support those on the frontlines of this crisis as well as the millions of families who have been affected by the most dramatic disruption of the labor market since the Great Depression. Leveraging the full power of our airline to do the right thing, we've flown more than 1,000 medical volunteers for free; donated 170,000 pounds of food; and used our fleet to get close to 20,000 stranded people home and medical supplies to the places that need them most. Here are just a few examples of how we're contributing in the fight against COVID‑19:
I'll end where I started: I hope you and your family continue to be well. This crisis has revealed a great deal about who we are as people and I'm moved by your continued resilience and resolve. We look forward to welcoming you the next time you take to the friendly skies.
Stay safe and be well,
Toby Enqvist
Chief Customer Officer
United Airlines
Discussion:
What principles of business communication does the United message follow? What could be improved?
How does this message compare to others you received recently?
After reading the Morning Consult report about messaging during COVID-19, what recommendations would you make to United?
Similar COVID-19 Ads
Are all COVID-19 ads the same? A digital marketer compiled excerpts from recent ads showing similar images, music, and phrases. He titled his video, “Every Covid-19 Commercial Is Exactly the Same.”
Sean Haney describes why so many ads are the same:
What's the deal? In reality, many companies have found themselves short on cash, almost overnight. They needed to get a message out - and quick. They asked their teams to throw something together. Since they can't film a new ad because of social distancing, they compiled old stock b-roll footage and found the most inoffensive royalty-free piano track they could find. This, combined with a decade of marketing trends dictated by focus groups and design-by-committee, released a tsunami of derivative, cliche ads all within a week of one another. It's not a conspiracy - but perhaps a sign that it's time for something new.
A Morning Consult report offers guidance for companies. From 2,200 Americans at the end of March, we learn how companies should communicate. For example, people say they are more likely to purchase from a company that provides “a public statement about support being given to laid-off employees” compared to other types of statements.
Discussion:
What’s your view of these company ads? How do you react when you see them? Do you react differently to different companies’ ads?
Read the report. Analyze the audience, objectives, tone, organization, visuals, and so on. What principles of business communication are followed?
What else do you learn from the report about how companies should communicate during COVID-19?
What Not to Say
An article posted on Medium, “11 Things Socially Aware People Don’t Say,” offers good advice during this crisis—and for other times. Michael Thompson suggests avoiding the following: “I told you so,” “I know how you feel,” “Good luck with that,” “It’s not my fault,” “It’s all in your head,” “That was stupid,” “You always/You never,” “Everything happens for a reason,” “As I said before,” and “With all due respect.”
I would add one: “Frankly” or “Honestly.” When people introduce a statement this way, I find myself disbelieving them and questioning what they say typically. Without the preface, I’ll assume you’re speaking frankly and honestly.
Discussion:
Many of these phrases have a positive or harmless intent, but how could the impact be harmful?
What could you say instead of these expressions?
What would you add to this list?
Governor Cuomo's Leadership
A Wall Street Journal article analyzes NY Governor Cuomo’s leadership during the coronavirus pandemic. Crisis communication experts conclude that, although he’s not a naturally gifted orator, he is doing what the public needs now.
People appreciate the governor’s focus on facts and his direct style as well as his discussions of emotion and his brother’s illness, which “humanize” him.
The article sites Cuomo’s current popularity: “Gov. Andrew Cuomo’s job-performance rating soared in March to its highest level ever, according to a poll conducted by the Siena College Research Institute.”
Performer Randy Rainbow produced a funny video, “ANDY!” to the tune of “Sandy” from the musical Grease about his appreciation.
Discussion:
Read the article for other conclusions about the governor’s leadership style. With which ideas do you agree and disagree?
What other examples have you seen of people stepping up when the situation required them to be leaders? How did they do?
FreshDirect Message
Dear FreshDirect Team Members, Suppliers, and Customers,
In the past few weeks, our community has come together in an extraordinary way as we navigate this ‘new normal’ of everyday life for the foreseeable future. Our team members, our suppliers, and our customers are all part of this evolving conversation so I thought it appropriate to address everyone together.
Thank you, first and foremost, to our remarkable FreshDirect employees who are receiving, preparing, packing and delivering food during this extremely challenging time, and working around the clock to serve even more customers. Your dedication and perseverance is inspiring, and I’m privileged and proud to be on your team. You are true heroes.
Thank you to all of our suppliers, particularly our food suppliers on farms, boats and ranches, who, even with their own challenges, tell us that they will stop at nothing to not let us down. Grocers are now being called heroes, but know that we consider all of you heroes as well – boots on the ground, ensuring that the quality food that you grow continues to roll.
Thank you to our loyal customers, for trusting us to serve you and your family during this unimaginable time, and for continually asking about our team members, sharing encouragement and appreciation for all they are doing to provide food. The shift of virtually all food consumption into the home has strained the entire food industry, and we are all working tirelessly to address the resulting shortage in time slots.
Together, as a community, we are going to be doing even more to help others.
In just the last 10 days, the FreshDirect customer community has donated over $75,000 to the NY Common Pantry, an organization that for years has been helping others and now needs a helping hand. The FreshDirect employee community continues to support them as well, by packing and delivering thousands of boxes every week.
And this week, we are launching a new public/private partnership with the five NYC Borough Presidents, which we’ve dubbed Operation 5 Borough Food Drive. Starting Tuesday, the FreshDirect team will be donating and packing 2,000 boxes of food staples each weekday. These boxes will be delivered at the direction of each Borough President to those in need, free of charge, thanks to the generosity of our suppliers.
Thank you, and stay healthy and strong.
David
Discussion:
Analyze the message: the audiences, communication objectives, and so on.
What works well, and what could be improved?
How do you assess the message, given criticism of the Fast Company article?