Uber's Recovery Problem
Uber's new CEO Dara Khosrowshahi may be having a tougher time than he anticipated. New charges have been issued against the company, including paying off a hacker to keep quiet about stolen customer information.
An analyst on Bloomberg said, "The payment of ransom is egregious, and the lack of investment in proactive cybersecurity measures...was beyond the pale." Other industry experts agree. “I was shocked,” a CTO officer at Menlo Security Inc. “Companies need to own up.” The board recently began an investigation into the $100,000 payment, and they terminated the chief security office and another employee as a result.
Before this incident, Bloomberg reports that Khosrowshahi was already apologizing for the company's past actions:
Since he took over, London moved toward outlawing the service, citing “a lack of corporate responsibility.” Uber is appealing. (“I apologise for the mistakes we’ve made,” Khosrowshahi said in response.) He then traveled to Brasilia to meet with officials there and ward off restrictions on Uber’s business. (“In the past, we were a bit aggressive,” he told a Brazilian newspaper.) And now the mishandled data breach. (“We will learn from our mistakes.”)
I will argue what I have in the past on this blog in my new book on Building Leadership Character: Travis Kalanick lacked humility. He believed he was above the law and therefore wouldn't be help accountable for anything.
Discussion:
- Do you agree with my assessment of Kalanick? Why or why not?
- What can Khosrowshahi do to rebuild the company image?
More Than You Want to Know About Fonts
This may be more than mere mortals and business writers need to know, but typography is interesting. We often use default fonts that Microsoft chooses for us, but this graphic shows the many variables among them.
The most commonly known term is probably serif, shown here as 28 on the third row. The letter h in this font has small lines at the bottom. These "legs" are missing in sans-serif fonts, which means they are "without" them. Serif fonts include Times New Roman, Garamond, and Georgia (this one), while standard sans-serif fonts are Arial and Calibri.
Fonts can reflect a company or style of writing. Disney and others have their own special fonts, which could be fun for headings but may be too much for body text. People are long tired of Comic Sans, which is cute for K-12 documents but little else. Serif fonts tend to be more formal looking, while sans-serif are more informal.
Although presenters get creative in choosing fonts, a common problem is using a font that isn't installed on another computer. For example, you create a PPT file on one computer, but when you open the file on another and the font isn't available, the new computer will choose a default. This messes up alignment because the two fonts may be different sizes. More specifically, from the glossary at right, the character width, ascender height, or x-height may be different.
Some fonts are wholly unreadable and should be avoided entirely. Impact, for example, should be used sparingly for large headings only.
Discussion:
- Do you have a favorite font? What do you like about it?
- Have you tried different fonts for different purposes? How did it turn out?
Should You Leave a Company Involved in a Scandal?
A Wall Street Journal article explores the impact on employees whose company embarrasses them. When mired in a scandal, the company no longer reflects our values, and we may want to end the association.
An employee at Uber, for example, left after news about sexual harassment became public. Her family questioned her affiliation and, as she describes, "staying there would have meant going against what I believe in." Employees who want to live their values may feel better leaving. Of course, this assumes that people have opportunities elsewhere, which isn't the case for everyone.
The article warns against making a rash decision and suggests alternatives:
WHEN YOUR EMPLOYER'S IMAGE STRESSES YOU OUT
- Take time to calm feelings of stress or anxiety.
- Consider other options before quitting.
- Spend more time on job tasks that are meaningful to you.
- Find something to love in your company's mission.
- Try to fix some part of the company's problem that you can control.
- Strengthen relationships with people at work you enjoy.
- Mentor and encourage subordinates who show promise.
- Work on building skills that will help you in the future.
Discussion:
- Have you been a part of organization that didn't align with your values? How did you handle the situation?
- Which of the article's suggestions do you find most and least useful? Which have you used in the past?
More Criticism for Starbucks' Coffee Cup
Starbucks' coffee cup isn't spared another year of criticism. In 2015, Donald Trump, before he was president, said the company participated in a "War on Christmas" because its cup was a solid red color with no Christmas symbols.
This year, the company is accused of having a "gay agenda." At one point during the promotional video, two women have their hands on a cup and are looking at each other. A company spokesperson said, "This year's hand-drawn cup features scenes of celebrating with loved ones-whoever they may be. We intentionally designed the cup so our customers can interpret it in their own way, adding their own color and illustrations."
A compilation of Starbucks Christmas coffee cups shows an interesting history. The first holiday cups, in 1997, were in four colors, none of which were red. Also, although this year's cup is identified as "not red," many of the drawings are red.
Starbucks is no stranger to controversy. During the political firestorm earlier this year, CEO Howard Schultz promised to hire 10,000 refugees by 2022.
Discussion:
- How do you interpret the coffee cup? What does it mean to you? Do you think Starbucks is trying to promote a "gay agenda"?
- This may be another example of "brand activism." Should Starbucks stay out of the fray or take a stand on some issues? What are the advantages and downsides of each approach?
Papa John's Gets Clear About Neo-Nazis
After Papa John's CEO John Schnatter criticized NFL leadership for allowing players to kneel during the national anthem, the alt-right claimed Papa John's as their "official pizza." The announcement came on The Daily Stormer, a neo-Nazi website.
This was a little too close for Schnatter, and he denounced neo-Nazis in a series of tweets, the last one including a middle finger. In addition, company wrote in a statement, "We condemn racism in all forms and any and all hate groups that support it. We do not want these individuals or groups to buy our pizza."
Papa John's has softened its stance. The company also replied to a critical tweet after this series was tweeted:
Discussion:
- Read all of Papa John's tweets. How well is the company recovering from the situation?
- Clearly, they are alienating neo-Nazis-and that seems to be the point. What are the benefits and downsides of their approach? On balance, why do you think the company made this decision?
Professor's Derogatory Yelp Review
A Boston University professor posted a Yelp review with personal comments about restaurant employees. Dirk Hackbarth, at BU's Questrom School of Business, didn't like the service at Café ArtScience and wrote a review, referring to the employees' weight. He described the general manager as "fat guy" and wrote of the bar director, "Asian cool skinny dude at bar was friendly but knew he was powerless vis a vis the host - different weight class I guess though fat guy probably never heard of mma [mixed martial arts] tricks etc."
The school dean tweeted,
"We are aware of an inappropriate Yelp review posted by a member of our faculty. It does not represent our views and values. We are extremely disappointed by this occurrence."
The original Yelp post was deleted. Two prohibitions in Yelp's Terms of Service may apply to this situation:
- Writing a defamatory review
- Promoting bigotry or discrimination
Discussion:
- Assess the dean's response. Who is his audience, and what are his objectives?
- Did Yelp do the right thing by deleting the review? Why or why not?
- How do you see this situation as potential issues of humility and integrity? Consider the professor's role and standing at the university.
Smashing Keurigs to Defend Roy Moore
People are posting videos of themselves destroying their Keurig coffee machines to protest the company's decision to pull advertising from Fox News because of an interview with Roy Moore. Moore, who is running for Senator for Alabama, has been accused of having sexual relations with a 14-year-old girl and other teenagers when he was in his 30s.
Sean Hannity interviewed Moore, and Keurig and other advertisers, including E-Trade, Realtor.com, ELOQUII, 23andMe, and Nature's Bounty, thought the interview was too light and let Moore off easily. Keurig CEO Bob Gamgort explained his reasoning in an email to employees including this excerpt:
"The catalyst for the current situation was commentary made by Sean Hannity on his TV and radio programs last week, which sparked a significant number of consumer complaints directed to us as advertisers on his TV program. Hannity himself later apologized for his comments in his own tweet: "As I said on TV tonight, I apologize when I misspoke and was not totally clear earlier today."
Hannity's conservative fans aren't happy with the decision.
UPDATE: Some advertisers deleted tweets, which does not reflect well on the brands.
Discussion:
- Assess the CEO's full email to employees. Analyze his audience and communication objectives. How well does he explain the situation?
- In what ways is this an issue of integrity for multiple people involved?
Apologies from Louis C.K. and His Former Manager
After several women told similar stories about Louis C.K.'s sexual misconduct, the comedian wrote a statement (NSFW). Some appreciate Louis C.K.'s taking responsibility and consider it a far better response than we have seen from Harvey Weinstein or Kevin Spacey. Others think the statement fell short, particularly because he didn't use the words "I'm sorry" or "I apologize."
Quartz published an edited version of the statement, criticizing Louis C.K. for emphasizing how much he's admired rather than how sorry he is.
Meanwhile, Louis C.K.'s manager, Dave Becky, ended their relationship and wrote his own statement:
"I profoundly regret and am deeply sorry for not listening to and not understanding what happened to Dana and Julia. If I had, I would have taken this event as seriously as it deserved to be, and I would have confronted Louis, which would have been the right thing to do.
I am providing this context so that others do not make the same mistake I did. At that time, I heard the story third-hand, and I interpreted the conversation as two women telling a story about a sexual encounter with a then-married Louis. Albeit enormously embarrassing, in no way did I interpret the interaction as threatening or non-consensual. I misperceived the casual way the story was portrayed to me - instead I should have recognized that it must have been a mask for their unease and discomfort in the face of his detestable behavior. My intent was to seek discretion to protect what I thought was a matter of infidelity. I now comprehend that my response was perceived as a threat to cover-up sexual misconduct. This is not an excuse. What I did was wrong, and again, I am extremely sorry.
In hindsight, I was operating blindly from a one-sided place of privilege. Until last week, I knew only of this one isolated incident. Although this may sound naïve, it is true. Never once, in all of these years, did anyone mention any of the other incidents that were reported recently - I am appalled to learn of these. I have come to realize my status wielded an atmosphere where such news did not reach me, or worse yet, that it seemed such news did not matter to me. It does. It matters tremendously.
I am going to take time to reflect on this, to educate myself daily, and to strive towards a more enlightened path. I want to ensure that all voices around me are heard, and that everyone is treated respectfully and empathetically. More than anything, I want to create an environment that is a better, safer and fairer place."
Becky also represents Aziz Ansari, Amy Poehler, and Kevin Hart. He did represent Pamela Adlon, but she terminated the relationship after the Louis C.K. news became public.
Discussion:
- If you read Louis C.K.'s statement (NSFW), what is your perspective? In what ways does it serve as an effective apology, and in what ways does it fall short?
- Assess Becky's statement similarly.
Florida State University Suspends Greek Life Activities
A fraternity member's death was the last straw for the president of Florida State University. John E. Thrasher suspended all fraternity and sorority activities on campus, calling for "a new normal for Greek life." 
The student death, which occurred during pledging, follows another student death in September and cocaine charges for another member. In a statement, Thrasher explained the decision and called on the Greek community to find innovative practices. He emphasized the importance of the pause: "The president said this pause is needed to review and reflect on the loss of a young life."
In a long list, the university itemizes what is not allowed, including meetings or events, and specific FSU activities are mentioned, such as Homecoming "pomping, skit night, or spear-it night."
Discussion:
- The university website refers to the decision as an "indefinite interim suspension." Sounds redundant, doesn't it? Do you think this is intentional or a grammatical oversight?
- Assess the university's FAQs. How well does the administration anticipate and address questions?
- The president is demonstrating compassion and courage, but of course, not everyone agrees with the decision. What are the counterarguments?
Wells Fargo's Stiff CEO Video
Wells Fargo is still trying to rebuild trust after several scandals, including creating millions of fake accounts for customers. The company sent emails to customers and included a link to a new video featuring CEO and president Tim Sloan.
The email starts with a sort-of apology, indicating that they haven't communicated enough.
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Sloan's messages are consistent: they take responsibility, and they are trying to "make things right." But Sloan is as stiff as he was in another video, created in April.
Discussion:
- Do you agree or disagree with my criticism of the email and video? Why or why not?
- How else would you evaluate the email and video?
- Sloan also isn't giving many specifics. What else, if anything, should he say?
Two NPR Executives Leave
NPR's head of the news division was forced to resign after two women accused him of sexual harassment. Michael Oreskes admitted his failings in a statement:
"I am deeply sorry to the people I hurt. My behavior was wrong and inexcusable, and I accept full responsibility."
Soon after, NPR's chief executive, Jarl Mohn, announced a medical leave:
"As many of you know, last March, I suffered a nearly fatal ruptured aorta. I returned to work with the blessing of my physician with one important caveat - I cannot allow my blood pressure to rise. Regretfully, the hypertension has returned to a dangerous level."
Mohn said he noticed other issues with Oreskes, for example, inappropriate expense reporting, and took some responsibility for the impact of Oreskes' behavior:
"In retrospect, I did not see the bigger pattern of poor judgment and unacceptable behavior. I am sorry, and I have learned from this."
The news hit the industry hard, partly because we rely on reporters' integrity, particularly when allegations of "fake news" are common on both sides of the political aisle.
Discussion:
- Should we have higher standards for news reporters? Why or why not?
- Did Mohn do the right thing by resigning? What are the arguments on both sides of his decision?
TripAdvisor Identifies Issues at Hotels
TripAdvisor has decided to identify hotels where issues about "healthy, safety, and discrimination" have been reported. Given the increasing conversations about sexual harassment, the company is stepping up, but the notice raises serious concerns for hotels.
Related to this move, TripAdvisor has apologized for removing a post reporting a rape by a hotel security guard. Turns out, other women posted similar reports, and there is a pattern. In a statement, the company also explained its plan to use badges:
NEEDHAM, Mass., Nov. 1, 2017
The following is the official statement from TripAdvisor concerning the article by Raquel Rutledge of the USA Today network:
"TripAdvisor's site includes more than 535 million reviews and opinions from global travelers who write about their experiences at hotels, with airlines, restaurants and local attractions. Like any other content business, we work to adhere to publishing guidelines that are in place to ensure the accuracy and integrity of those reviews.
TripAdvisor has always maintained - since our founding - a strict separation between our commerce and content businesses. Despite assertions and statements made by a recent USA Today article, there is no tie between commercial relationships with our partners and how our content guidelines are applied to reviews or forum posts published on the site.
We apologize to the sexual assault victim reported on in the article, who had her forum post removed seven years ago on TripAdvisor. At the time, we had a policy whereby we judged content to be in breach of our guidelines if it did not adhere to family-friendly language. More than seven years ago that meant all language needed to be G-rated. A few years ago, we changed that policy to allow more descriptive reviews on the site about first-hand accounts of serious incidents like rape or assault. We recognized then that our previous guidelines went too far in preventing information like this from being shared.
Over the last several years, this policy change has yielded many first-hand accounts of serious incidents being published on the platform. A simple search of TripAdvisor will show numerous reviews from travelers over the last several years who wrote about their first-hand experiences that include matters of robbery or theft, assault and rape. We believe any first-hand experience should be posted to our site as a means to communicate to other consumers looking for information on where they should travel.
When we were made aware that this post had been removed under our previous guidelines, we republished it in line with our revised policy.
We are horrified that this victim experienced this assault on her vacation in Mexico, and other travelers should be aware of this incident.
In order to better inform consumers and provide them with even more information about their travels, TripAdvisor is creating a "badge" notification to apply to businesses to alert consumers of health and safety or discrimination issues at that business reported on within the media or other credible sources of information.
We will continue to work to improve and evolve our moderation and publishing guidelines as we work to provide the most accurate information in the travel industry available online."
The new badge will read as follows:
Discussion:
- What ethical issues and communication challenges are raised by this decision? Consider perspectives of hotel guests, managers, and staff. What are the potential advantages and potential negative implications?
- If you owned a hotel that received this badge, what would you do?
- In what ways does TripAdvisor's statement demonstrate compassion? Where does it fall short?
Air Force Admits Failure
The U.S. Air Force admits it didn't properly report Devin P. Kelley's history to federal law enforcement. The error is critical because Kelley's violent past may have prevented him from buying guns he used to kill 26 people in a Texas church. Kelley spent 12 months in prison and left the Air Force with a "bad conduct" discharge after harming his wife and child.
Air Force spokeswoman Ann Stefanek said, "Initial information indicates that Kelley's domestic violence offense was not entered into the National Criminal Information Center database." This omission led to Kelley's passing the background check before he could purchase guns at a firearms retailer.
Of course, the incident raises bigger questions about how often relevant background information is not reported about former service members. U.S. Air Force Sec. Heather Wilson appeared on MSNBC's Squawk Box to admit the failings during a televised interview. When asked whether she was concerned about possible liability from victims' families, she said, "No, I'm more interested in responsibility. And we've taken responsibility, and we're going to find out what happened and fix it.”
Discussion:
The Air Force has readily admitted a critical failing, which could have led to 26 deaths. Why would the organization choose this disclosure?
Describe how Wilson is demonstrating vulnerability. What are the potential downsides?
We Learn More About Kevin Spacey
Not so shocking, more people are coming forward to complain about Kevin Spacey's sexual behavior. Crew members of "House of Cards" say he created a "toxic" work environment, particularly for young men. A production assistant accused him of assault, and seven others tell stories of aggressive touching, inappropriate comments, and other harassing behavior.
Spacey is experiencing more fallout from the news. In addition to Netflix's ending the show and the Emmy's cancelling a special award, Netflix announced it will not allow Spacey back on set. The company issued this statement:
"Netflix was just made aware of one incident, five years ago, that we were informed was resolved swiftly. On Tuesday, in collaboration with MRC, we suspended production, knowing that Kevin Spacey wasn't scheduled to work until Wednesday. Netflix is not aware of any other incidents involving Kevin Spacey on-set. We continue to collaborate with MRC and other production partners to maintain a safe and respectful working environment. We will continue to work with MRC during this hiatus time to evaluate our path forward as it relates to the production, and have nothing further to share at this time."
His publicist and talent agency also ended their relationship.
Discussion:
- Knowing more about the complaints now, do you think Spacey should have handled his initial apology to Anthony Rapp and coming out statement differently?
- Assess Netflix's statement: who is the audience, and what are the communication objectives? What works well, and what could be improved?
- What's your view of the publicist ending their relationship? What if the publicist helped Spacey with the initial statement? Does that change your view? Why or why not?
Twitter Responds to Missing @realdonaldtrump
For what some call censorship and others call a glorious 11 minutes, President Trump's Twitter account was down. The company took some time to figure out what happened, and the results were startling.
At first, Twitter referred to the problem as "inadvertent" as "human error," but further investigation revealed that a customer service employee did the deed on his or her last day of employment. A third tweet announced new "safeguards":
Update: We have implemented safeguards to prevent this from happening again. We won't be able to share all details about our internal investigation or updates to our security measures, but we take this seriously and our teams are on it.
The incident does not reflect well on Twitter, currently questioned, along with other social sites, about its role in fake news that may have affected the 2016 election.
Discussion:
- How should Twitter have responded differently?
- The final message, "Update" above, is short. What else, if anything, should the company say at this point?
Comparing Data About Drug Overdoses
We can talk about the opioid crisis and try to persuade people in many ways: by telling stories, showing pictures, or presenting data. The number of deaths from all drug overdoses in 2016 is 64,070, but without more context or comparisons, it's hard to know what this number means. Is it a lot?
One important data point for context is the U.S. population, which is about 324 million. Still, does this convince you this is a "crisis," as the media calls it? 
One convincing approach is to compare the number of deaths. When we compare the figure to deaths from car accidents, AIDS, and the Vietnam War, we see that, indeed, the deaths from drug overdoses are significant-at least compared to other death tolls we consider significant.
Here's an example of a simple bar chart to represent these numbers visually.
Image source (pills).
Discussion:
- What other comparisons could work well to convince an audience that drug addiction is a serious issue?
- A different approach is to personalize the crisis. I heard an interview with someone who almost died from an overdose, and he said that, about every six months, someone he knows dies from an overdose of opioids. How compelling do you find this report? What are the potential downsides of using this type of description?
Pizza Hut and Papa John's Jump into NFL Controversy
Should CEOs get involved in political controversies? While some applaud "brand activism," others criticize business leaders who don't agree with their views.
Papa John's CEO has been vocal about the business impact of NFL players not standing during the national anthem. When explaining same-store sales, John Schnatter blamed NFL leadership:
"We are totally disappointed that the NFL and its leadership did not resolve the ongoing situation to the satisfaction of all parties long ago. This should have been nipped in the bud a year and a half ago."
Schnatter also said, "Leadership starts at the top, and this is an example of poor leadership." Schnatter contributed $1,000 to President Trump's election campaign and is aligned with the president's views on the subject. He blamed the "polarizing" actions of team members for causing declining viewership and fewer pizza orders.
But others say NFL viewership was declining long before this political controversy, and Pizza Hut jumped into the conversation. Greg Creed, CEO of Yum! Brands, Pizza Hut's parent company, said the NFL hasn't affected its sales at all.
Daniel Roberts tweeted stock comparisons on Yahoo to show that Papa John's (in red) has been declining for some time. Yum Brands is in blue. But we should be careful about comparing "apples and oranges" here.
Discussion:
- How is the stock comparison flawed? (Hint: What companies are compared?)
- What do you think of Papa John's CEO's statements? Should he stay out of it, or is he right to express his views?
- How is this story an issue of leader integrity?
NFL Owner Criticized for Comment
The owner of the Houston Texans has apologized for a comment he made when describing protests around players kneeling during the national anthem. For weeks, the NFL has struggled with its response, and now the situation is exacerbated by inflammatory comments. Owner Bob Nair said, "We can't have the inmates running the prison," as he expressed concern about the league's revenues.
Players were offended by the comment and, according to an ESPN report, considered a walkout. One player, Andre Hopkins, skipped practice. A Mashable writer explains sensitivities around the comment:
This, of course, is not a very sensitive thing to say given the context of the protests: started by Colin Kaepernick as a means of protesting the police-involved killings of unarmed black men, continued by a group of mostly black players, facing criticism and pressure from a group of mostly white owners concerned about their bottom line.
Nair did apologize in a statement:
"I regret that I used that expression. I never meant to offend anyone, and I was not referring to our players. I used a figure of speech that was never intended to be taken literally. I would never characterize our players or our league that way, and I apologize to anyone who was offended by it."
Discussion:
- What's your reaction to the comment: offensive, no big deal, or something else?
- How well does Nair's apology meet criteria for good apologies?
- How well does Nair demonstrate vulnerability in this situation?
Criticism of Kevin Spacey's Statement
Actor Anthony Rapp has accused fellow actor Kevin Spacey of sexual assault when Rapp was 14 years old. Rapp is known for his roles in Rent, Star Trek: Discovery, and A Beautiful Mind, while Spacey has a long history of movie credits and is currently co-starring in House of Cards.
Spacey responded to the allegations with an apology statement, and he took the opportunity to come out as a gay man. He is facing harsh criticism for deflecting attention away from the situation and for possibly linking being gap to pedophilia, an unfounded but common association.
Susan McCarthy, who manages SorryWatch, created "Bad Apology Bingo" and "Bad Apology Bingo Two" as lessons for what not to include in an apology statement.
In addition to the public backlash, Netflix has announced that House of Cards, currently filming its sixth season, will not film a seventh. Also, Spacey will not receive the special Emmy award that was planned for new month.
Discussion:
- What's your view of the Spacey's response and the backlash?
- Did Netflix and the Emmy Awards do the right thing? Why or why not?
Sweetery's Harsh Response to a Bride
When a prospective customer decides not to pursue a contract, what's the best reaction? Certainly not how Sweetery responded, with a long, insulting email. Amanda De Pascale says she was considering offering the company's food truck to her wedding guests as a fun addition, but the $2500 quote was more than she wanted to spend. After she told the company her decision, she said she received multiple phone calls from them and then this email. She posted screenshots on her Facebook page.
You may want to skip some parts.
Amanda -
We have zero idea what type of warped sick games you are playing with us, but now it is time for us to have a say.
You are a despicable bottom feeding wretched disgrace of a person, who is as disgusting as they come.
How many times have we called you to follow up on the proposal that we expanded time and effort to produce based on your request and each and every time you cowardly hang up the phone on us when we identify who is calling, what an absolute low life twisted miserable individual you have to be [sic].
We also send you multiple emails that you don't have the decency to respond to, who do you think you are, because we are here to tell you that you are a weak, meager [sic] spineless empty sack low life piece of trash.
We work very hard to do right by client [sic] both existing and perspective and although rarely do we come across a pile of dog ____ like you, it is cowards like you that are not worth the gas that we pass. If you were not interested in our services that [sic] open your mousy measly trap and say so, but no not you, you would prefer to hang up on us countless time [sic] pretending that you cannot hear us to which we would normally say get a new phone but it is clear that you should get a life.
You are despicable and that is probably on your best day, on your worst day you are a complete waste of humanity, I know dogs when they lift their legs that have better manners than you do.
What kind of trash would ask a company to do work for them and then not have the decency and respect, or the respect for their own self, not to at the very least say. . . .
At right is a screenshot of the last part of his message. 
At first, Sweetery's owner, whose name is listed on the bottom of the screenshots, Grant DiMille, told Fox News, "Yes, it came from a company computer, but it was not sent by myself or any member of management. It's a terrible offense, yes, but everyone makes mistakes."
Later, DiMille said he fired the employee who wrote the message, and he sent an apology to De Pascale: "It does deeply matter to us that you were offended by what was written to you. I know it will be difficult for you to believe this but our company's culture is not like what your experience has been, yet the experience that you encountered did happen."
Discussion:
- We hear only one side of the first part of the story. What, if any, justification could Sweetery have for the strong response?
- How well did DiMille respond? What could explain his name on the screenshots?
- How is this story a lesson in humility?