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?
Zuckerberg Testifies About 2012 Emails
Mark Zuckerberg faced one particularly tense moment during the U.S. Congressional Antitrust Hearing. Rep. Jerry Nadler (D-NY) accused Facebook of antitrust activities in its acquisition of Instagram:
“Facebook, by its own admission ... saw Instagram as a threat that could potentially siphon business away from Facebook. So rather than compete with it, Facebook bought it. This is exactly the type of anti-competitive acquisition the antitrust laws were designed to prevent.”
Nadler’s conclusion is based on 2012 emails among Zuckerberg and his staff. In one email he wrote about Instagram:
“One way of looking at this is that what we’re really buying is time. Even if some new competitors springs up, buying Instagram, Path, Foursquare, etc now will give us a year or more to integrate their dynamics before anyone can get close to their scale again. Within that time, if we incorporate the social mechanics they were using, those new products won’t get much traction since we’ll already have their mechanics deployed at scale.”
Within an hour, Zuckerberg sent a second email, which some say proves his guilt:
“I didn’t mean to imply that we’d be buying them to prevent them from competing with us in any way.”
During the hearings, Zuckerberg defended the acquisition:
“I think the FTC had all of these documents ... and unanimously voted at the time not to challenge the acquisition. In hindsight, it probably looks obvious that Instagram would have reached the scale that it has today. But at the time, it was far from obvious.”
Discussion:
Research and describe relevant U.S. antitrust laws.
Read more about the 2012 emails and watch the hearings. How well did Zuckerberg defend the Instagram acquisition?
Did Zuckerberg’s follow-up email prove his guilt? Why or why not?
Tech CEOs Testify Before Congress
CEOs of four major tech companies—Google, Facebook, Apple, and Amazon—answered U.S. lawmakers’ questions about potential abuses of power. Themes from both Democrats and Republicans included relationships with third-parties, social media monitoring, advertising, search results, and other potential antitrust moves.
The CEOs joined by video and started with an opening statement. After that, no one was spared tough questions. Sundar Pichai was grilled about search engine results and Google’s business in China. Mark Zuckerberg defended its acquisition strategy. Jeff Bezos responded to accusations of using vendors’ data to build competitive products. And Tim Cook, who received the fewest questions, defended practices for developers, including fees charged through the App Store.
Discussion:
Watch the CEOs’ opening statements. Which were the strongest and weakest? On what criteria do you base your analysis?
Which leadership character dimensions do the CEOs exhibit or fail to exhibit.
Assess the CEOs’ delivery skills. What differences and similarities do you notice?
Now assess the technology set-up: lighting, background, camera angle, eye contact, and so on. What lessons do you learn for your own video meetings?
Should I Go Outside? A Visual
Researches created a visual to help people make informed decisions as communities re-open during the pandemic. The group has a consulting firm that helps organizations assess risk, and the visual is a representation of their work.
The COVID-19 Risk Index uses color coding to identify the likelihood that you’ll contract the virus during various activities, such as visiting the hospital, grocery shopping, or going to the dentist (which I did yesterday).
Discussion:
How effective do you find the visual for helping you assess risk? On what criteria do you base your analysis?
What, if anything, is missing from the index? How could you adapt the tool for local regions?
Developing Trust During the Pandemic
In his opinion piece, “How to Actually Talk to Anti-Maskers,” New York Times writer Charlie Warzel focuses on developing trust. He provides examples from previous pandemics and ways to encourage people to reduce spread of the disease.
Warzel explains the importance of empathizing with people and “meeting people where they are.” To meet resistance from people who don’t want to wear masks—and from those who may not get a vaccine when one is developed—Warzel emphasizes character and communication:
You cannot force public trust; you have to earn it by being humble and transparent, and by listening. And you can’t fake that care and maintenance — it’s the grueling and deeply human work of democracy, which is never finished.
Discussion:
What persuasion strategies does Warzel describe? Consider logical argument, emotional appeal, and credibility.
Think about a time when you persuaded someone by first empathizing with their point of view. How did it work? What effect did your approach have on your relationship? You might also think about a time when someone persuaded you in this way.
Which leadership character dimensions are illustrated in Warzel’s article?
Comparing Company Messages About Masks in Stores
Several companies have implemented policies for customers to wear masks in their stores during the pandemic.
Here are a few of these messages to compare. For some, the requirement is hard to find; search for “face” or “facial.”
Discussion:
What are the communication objectives of these statements? Who are the primary and secondary audiences?
In what ways are these messages similar and different? How do you explain the differences? Consider customer demographics, locations, products/services, etc.
Which do you consider most and least effective and why?
In addition to the Starbucks tweet here, find other social media company posts about customers wearing face coverings. Apply the same questions to these posts.
Redskins Drop Their Name
Add The Washington Redskins to the growing list of organizations that are changing their name following the killing of George Floyd and protests around the world. The NFL team has been under pressure from fans and sponsors but, until now, has resisted changing the 87-year-old name.
Redskins owner Dan Snyder said he would never change the name, but requests could no longer be ignored from FedEx, Bank of America, PepsiCo, and Nike, the NFL’s apparel partner, which removed Redskins products from its website.
A team statement announced the decision, with no replacement name or logo yet.
Discussion:
Did the team do the right thing by changing the name? Why or why not?
What are your thoughts about announcing the changing without a new name a logo? Should the team have announced both simultaneously? Why or why not?
https://www.nytimes.com/2020/07/13/sports/football/washington-redskins-new-name.html
AI to Increase Politeness in Writing
Researchers at Carnegie Mellon’s Language Technologies Institute are using artificial intelligence to make writing sound more polite. Their work goes beyond previous AI attempts to mark tone in written communications by replacing impolite sentences with more polite language, and the results are sentences that sound natural.
This table compares other computer results with those of this team. In the third column, we see more polite revisions of the first column.
For the second example, the authors argue that using first-person plural we “creates the sense that the burden of the request is shared between speaker and addressee.”
Discussion:
What’s your reaction to this work? How helpful would you find this program?
What’s your view of the revised sentences in column three: natural and better, stilted and insincere, or something else?
Why aren’t people more polite in their writing. In other words, why do we need this program—or do we?
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?
Analyzing the NFL's Apology
Years after NFL players “took a knee” to protest police brutality and other discrimination against Black people, NFL Commissioner Roger Goodell apologized “for not listening to NFL players earlier.” On June 5, less than two weeks after a police officer murdered George Floyd, Goodell posted a video to express his regret in handling player protests.
The response came on the heels of a video of Black NFL players saying, “What if I was George Floyd?” and asking the league to listen to its players.
Goodell’s video was introduced on NFL’s Twitter account with this statement:
“We, the NFL, condemn racism and the systematic oppression of Black People. We, the NFL, admit we were wrong for not listening to NFL players earlier and encourage all to speak out and peacefully protest. We, the NFL, believe Black Lives Matter.”
Skeptics wonder what will change in the league. Jim Litke, an Associated Press sports writer notes the lack of diversity within the NFL: “Three-quarters of the players are people of color, but just four head coaches, two general managers, and one owner, Shad Khan of the Jacksonville Jaguars, are.” Litke also points to Goodell’s shaky record of handling other “big issues,” like player concussions and domestic violence.
To that last point, this isn’t the first time Goodell apologized publicly. With a different delivery style, in a 2014 video, he said, “I got it wrong” after four players were temporarily benched for domestic violence incidents.
Discussion:
Analyze Goodell’s video message: primary and secondary audiences, communication objectives, content, organization, etc.
Compare this video to Goodell’s 2014 video. What differences do you notice in the delivery style? How do you explain Goodell’s strategic choices?
What’s your view of the latest apology: genuine, placating, or something else?
On face value, what leadership character dimensions does Goodell demonstrate? Which dimensions could Goodell display more strongly or directly?
Theme Parks in Japan Discourage Screaming
To prevent the spread of COVID-19, theme parks in Japan ask visitors to wear masks and to try not to scream while on rides.
In a video, two executives on the Fujiyama coaster at Fuji-Q Highland wear masks are stone-faced and don’t scream. According to a spokesperson, the park created the video to prove that keeping quiet is possible:
“We received complaints that the theme park association’s request to not make loud noises was impossible and too strict. That’s why we decided to release the video.”
So far, Disney parks in Florida are requiring masks, but they haven’t requested that visitors keep quiet.
Discussion:
How effective do you find the executives’ video? Consider principles of persuasion discussed in class: logical argument, emotional appeal, and credibility.
What, if anything, could improve the park’s messaging?
Why wouldn’t Disney in Florida follow suit? What cultural, political, and other factors may be at play?
Company Statements About George Floyd's Murder
Business Insider has assembled a list of companies’ statements and promised actions following the killing of George Floyd and the public protests.
TikTok, General Motors, McDonald’s—many brands are jumping into the conversation and posting messages that are both placating and inspiring.
Discussion:
Read the list of statements and actions. Which sound most meaningful to you?
Should all brands post a message? Which should, and what is important to convey?
Facebook Responds to Employee Protests
Facebook is in a bind after Twitter’s decision to post qualifiers above President Trump’s recent tweets. CEO Mark Zuckerberg has made his position clear—Facebook won’t censor the president’s or others’ posts—but his employees are protesting the decision.
On his Facebook page, Zuckerberg posted his response, including his difficult decision:
“I've been struggling with how to respond to the President's tweets and posts all day. Personally, I have a visceral negative reaction to this kind of divisive and inflammatory rhetoric. This moment calls for unity and calmness, and we need empathy for the people and communities who are hurting. We need to come together as a country to pursue justice and break this cycle.
“But I'm responsible for reacting not just in my personal capacity but as the leader of an institution committed to free expression. I know many people are upset that we've left the President's posts up, but our position is that we should enable as much expression as possible unless it will cause imminent risk of specific harms or dangers spelled out in clear policies.”
Separately, Zuckerberg acknowledged employees’ right to disagree:
"We recognize the pain many of our people are feeling right now, especially our Black community. We encourage employees to speak openly when they disagree with leadership. As we face additional difficult decisions around content ahead, we'll continue seeking their honest feedback.”
Discussion:
What are the arguments for and against Zuckerberg changing his position because of employee protests?
How well is Zuckerberg communicating during this time. Read posts about the pandemic, remote work, the killing of George Floyd, etc.
Colleges React to Racist Posts
George Floyd’s killing has sparked protests around the world as well as backlash. A Chronicle of Higher Education article describes a few colleges acting quickly—within one day—after seeing a current or an admitted student’s racist post.
In a statement, The University of Denver condemned racist posts and announced, “The University has rescinded the student’s admission offer and they will not be attending DU.”
Some pubic universities, such as Missouri State, have published statements but are not expelling students or rescinding admission offers. President Clif Smart explains the university’s stance in a blog post.
Discussion:
Should universities expel students or rescind offers after finding racist posts? If so, under what circumstances?
Should students know better—both morally and practically—than to post racist comments, memes, videos, etc.?
Analyze and compare the two university statements. Who are the primary and secondary audiences? How well does each convey the main points, balancing various audience needs?
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?
Facebook's Position on Twitter's Labeling
Facebook CEO Mark Zuckerberg weighed in on Twitter’s decision to fact-check and label some of President Trump’s tweets. In response to protests after the death of George Floyd, one tweet promised “when the looting starts, the shooting starts.” Twitter hid the tweet with a note that it “violated the Twitter Rules about glorifying violence.”
Another tweet claimed that “mail-in voting will lead to massive fraud and abuse,” and Twitter posted a warning to “get the facts.” Until now, Twitter had not enforced its policies for the president’s tweets.
Facebook is taking a different tack. CEO Mark Zuckerberg described the company’s position:
"I believe strongly that Facebook shouldn't be the arbiter of truth of everything that people say online. I think in general, private companies shouldn't be, especially these platform companies, shouldn't be in the position of doing that."
The Wall Street Journal editorial board defended Zuckerberg’s decision: “We wish Facebook would take a lighter touch when it comes to political speech overall.”
Discussion:
What’s your view of Twitter’s actions? Why do you think the company began labeling President Trump’s tweets now?
Should Facebook follow suit? How might each company’s mission play a role in its actions?
New Zealand PM's Conversational Style
In business communication courses, many faculty encourage their students to use a natural, conversational style—to avoid reading from a script or memorizing a speech. A natural style allows speakers to connect with their audience and to demonstrate authenticity.
New Zealand PM Jacinda Ardern posted a video to “check in with everyone.” She is in a sweatshirt and says she just put her toddler to bed. Ardern discuss COVID-19 progress and asks people not to be “disheartened” by numbers, which may lag isolating behaviors.
In early April, PM Ardern declared that the tooth fairy and Easter bunny are considered essential workers.
Discussion:
Ardern uses fillers when she speaks—in other videos even more so than this one. Is that a problem? Why or why not?
How do you perceive her natural style: refreshing, inappropriate, or something else?
How would her style be perceived if she were the president of the U.S.?
Aston Martin's New CEO Message
British sports car manufacturer Aston Martin is replacing its CEO with Tobias Moers, currently at Daimler. The current CEO, Andy Palmer, tried to improve sales but hasn’t been successful. A Wall Street Journal article refers to the move as a way “to resuscitate a storied brand that has been on life support.”
The company’s media statement includes the usual quotes from the board chair and the outgoing and incoming CEOs:
Tobias Moers said: “I am truly excited to be joining Aston Martin Lagonda at this point of its development. I have always had a passion for performance cars and relish the chance to work for this iconic brand which I was close to on the technical side at the beginning of the partnership between the two companies. Following the arrival of Lawrence, as Executive Chairman, the significant investment from his Yew Tree Consortium, the completion of the equity raise and the reset, I believe that there is a significant opportunity to harness the strengths of the business to successfully deliver the planned product expansion and brand elevation. I am looking forward to working with Lawrence and the whole Aston Martin team to build a stronger business for our customers, our employees, our partners and our shareholders.”
Andy Palmer said: “It has been a privilege to serve Aston Martin Lagonda for almost six years. The launch of many new products including the new DBX demonstrates the dedication and capability of our employees. I would like to thank my management team and all the staff for their hard work and support, particularly during the challenges presented by COVID-19. I am proud of you all and it’s been an honour to work with you.”
Discussion:
In what ways is the Aston Martin CEO announcement typical? How does it differ from similar CEO change announcements?
Read the statement for writing style. What observations do you make? Do you notice any differences between this statement, for a British company, and those for other companies?
Jenner Pays for Frye Festival Post
The U.S. Federal Trade Commission (FTC) requires that paid endorsements are not misleading. Celebrities like Kendall Jenner cannot post support on social media for a product or organization without specifying that she is being paid to do so. The FTC publishes Endorsement Guides to clarify responsibilities.
Jenner promoted the 2017 failed Frye Festival, implying that Kanye West might perform. Although she was paid $275,000, she didn’t reveal the sponsorship. She has since been sued and will pay a $90,000 settlement, which may help some of the many associates of the festival who lost money in the venture.
To learn more about what happened to the Frye Festival—a major public relations and communication failing—see documentaries on Hulu and Netflix.
Discussion:
What are the ethical implications of celebrities endorsing products?
When a celebrity endorses a product, are you more likely to buy it?
If you’re familiar with the festival, describe what went wrong.