Encouraging Humility

David Axelrod, a New York Times opinion writer, weighs in on President Biden’s first State of the Union address, scheduled for March 1. The article, “Mr. President, It’s Time for a Little Humility,” criticizes the president’s previous news conference in which he “energetically sold a litany of achievements” without acknowledging “grinding concerns that have soured the mood of the country.”

In addition to humility, which is defined at recognizing one’s own and others’ limitations, Alexrod is encouraging compassion—caring for yourself and others. He makes good arguments for being positive, while avoiding a “doom and gloom” speech like one of President Carter’s.

Getting the balance right will be difficult. The president needs to remind people of his successes to inspire reelection, while being honest about COVID deaths, the decline of mental health, and economic challenges. As Alexrod says, “Now, he needs to find that voice by telling the story of the ordeal so many Americans have shared, honoring their resilience and painting a credible, realistic picture of how we can all reclaim control of our lives.”

We’ll see how President Biden does. Multiple speech writers will wordsmith his address. But as business communicators know, how the speech is received depends on the president’s delivery as well as his words. I’m curious how much of the president’s genuine self we’ll see—his authenticity.

British PM Responds to Criticism

During the height of 2020 COVID-19 lockdowns in England, Prime Minister Boris Johnson hosted a party. An email (below) from his private secretary invited more than 100 staff members to "bring your own booze!" to the lawn party held at Johnson’s residence. Between 30 and 40 people gathered, despite restrictions until a week and a half later, when only six people were allowed to gather. This wasn’t the only party: another was held in December during lockdowns.

A video of the House of Commons shows political leaders criticizing Johnson; some are calling for his resignation. Johnson says he considered the party a work event. The culture of this setting is so different from U.S. government meetings, where it would be inappropriate to respond to speeches.

Here is Johnson’s response to the criticism. He uses several persuasive tactics: apologizing (with a British “s”), empathizing, and taking responsibility. He tries to demonstrate several character dimensions: compassion, humility, and accountability, particularly. We’ll see what happens next.

I want to apologise. I know that millions of people across this country have made extraordinary sacrifices over the last 18 months.

I know the anguish they have been through—unable to mourn their relatives, unable to live their lives as they want or to do the things they love.

I know the rage they feel with me and with the government I lead when they think in Downing Street itself the rules are not being properly followed by the people who make the rules.

And though I cannot anticipate the conclusions of the current inquiry, I have learned enough to know there were things we simply did not get right and I must take responsibility.

No 10 is a big department with a garden as an extension of the office which has been in constant use because of the role of fresh air in stopping the virus.

When I went into that garden just after six on 20 May 2020, to thank groups of staff before going back into my office 25 minutes later to continue working, I believed implicitly that this was a work event.

With hindsight I should have sent everyone back inside. I should have found some other way to thank them.

I should have recognised that even if it could be said technically to fall within the guidance, there are millions and millions of people who simply would not see it that way, people who have suffered terribly, people who were forbidden from meeting loved ones at all inside or outside, and to them and to this house I offer my heartfelt apologies.

All I ask is that Sue Gray be allowed to complete her inquiry into that day and several others so that the full facts can be established.

Quotes from the Elizabeth Holmes Trial

A jury found Elizabeth Holmes guilty of four of 11 charges related to her start-up, Theranos. The jury was convinced that she defrauded several investors who bought into her blood-testing company, but they were not convinced that she defrauded patients.

A Wall Street Journal article, “The Elizabeth Holmes Trial: The 10 Most Quotable Moments,” reveals persuasive language used throughout the trial. Despite valiant arguments on both sides, jurors had a difficult time deciding this trial. They couldn’t agree on three of the 11 counts, causing the trial judge to instruct the group to try harder to reach agreement, but in the end, they did not.

A few of the quotes demonstrate Holmes’ persuasive communication skills. Jim Mattis, former U.S. defense secretary, Theranos board member, and four-star general, said, “There just came a point when I didn’t know what to believe about Theranos anymore.” The CEO of Safeway noted, “When she presented to our board, when she was talking, she owned the room.”

Holmes, however, didn’t own the courtroom. Two of her quotes are included in the list: “I wanted to convey the impact the company could make for people and for healthcare” and “He impacted everything about who I was, and I don’t fully understand that.” She tried to explain her passion for the company and the abuse she suffered from her former deputy and partner. She will get another chance to convince jurors when she likely appeals the decision.

Layoffs by Zoom Call + Updates

The CEO of U.S. mortgage company Better.com announced via Zoom that 900 employees, about 15% of the company, were being laid off. Vishal Garg invited people in the exiting group to the call and then dropped the news: “If you’re on this call, you are part of the unlucky group being laid off. Your employment is terminated effective immediately.” In a way, the Zoom call replaces an email typically sent to all employees before they meet individually with an HR representative.

The video is circulating on YouTube, and we hear one employee’s reaction as she watches: “You’ve gotta be kidding me. After all we did for the company! . . . I can’t believe this. This is not real.”

Certainly, this doesn’t reflect well on the company, particularly because it’s right before year-end holidays. News articles also question Garg’s management style and financial dealings. After the layoffs, he was quoted accusing employees of “stealing” from their coworkers by being unproductive. Reports also mention an email sent to staff, including, "You are TOO DAMN SLOW. You are a bunch of DUMB DOLPHINS... SO STOP IT. STOP IT. STOP IT RIGHT NOW. YOU ARE EMBARRASSING ME.” In addition, Garg faces lawsuits claiming fraudulent activity and misappropriation of funds.

History aside, CNN describes the Zoom call as “short and emotionless.” At times, Garg focuses more on himself than on employees. He said, “This is the second time in my career I'm doing this, and I do not want to do this. The last time I did it, I cried.”

I will give him credit for taking responsibility during the call, saying it was his decision. He also scheduled a call instead of, say, sending an email. He demonstrated accountability and some courage, but Garg lacked compassion. Overall, I’ve seen worse, for example, layoff by text message.

UPDATES: Garg wrote an apology about how he handled the situation. Although he uses the words “I apologize” and describes some of the impact on employees, the audience doesn’t seem quite right. He writes about the future, which includes employees who are staying but not the 900 who were on the Zoom call.

The Better.com board of directors announced that Garg will take some time off. Perhaps his worst crime is that the video went viral; he should have predicted that.

American Airlines Leadership Announcement

In a video and website statement, American Airlines announced a new CEO. President Robert Isom will succeed Doug Parker, who served as CEO for two decades. Parker will become the board chair.

The company statement is typical, with glowing quotes to be easily lifted into news articles. A two-and-a-half-minute video of Isom and Parker is upbeat, with each executive complimenting the other. The primary audience is employees, although the video is posted on YouTube, clearly intended for the press and public as well.

Obviously scripted, the video includes some staid language, for example, “I’m confident that now is the right time,” “with change, comes opportunity,” and “together, we will achieve great things.” What a great example to analyze with class. I wonder how students would describe the communication objectives and assess the delivery style and how well the executives achieved their purpose.

Facebook Becomes “Meta”

In the midst of controversy after internal documents were made public, Facebook is trying to reinvent itself with a new name: Meta. The company promises that “the metaverse will be social. 3D spaces in the metaverse will let you socialize, learn, collaborate and play in ways that go beyond what we can imagine.” After staying behind the scenes for the past few weeks, as the press cited internal strife as evidence of the company’s wrongdoing, Facebook’s CEO and Founder Mark Zuckerberg is out in front.

In a 1 hour and 17 minute video, Zuckerberg focuses on the “immersive experience” we’ll enjoy in the future. He emphasizes connection, which has been the company vision since around 2017.

Perhaps in a nod to the ongoing criticism of apps’ negative influence and relentless draw through algorithms, Zuckerberg says, “This isn’t about spending more time on screens. It’s about making that time we already spend better.” Of course, some of us still want to spend less time and want the same for our children. Zuckerberg also acknowledged, “The last few years have been humbling for me and my company in a lot of ways.”

Reactions to the name change are mixed but seem mostly skeptical. A Washington Post article points to a tweet: “Don’t forget that when Phillip Morris changed it’s name to Altria it was still selling cigarettes that caused cancer.”

Zuckerberg’s video is a good example of a scripted presentation with a (somewhat) conversational style. As he moves about, we see, as the Post describes, “a dizzying array of scenes that showcased the company’s vision for the metaverse. It included Zuckerberg doing his favorite water sport, hydrofoiling, with friends in a virtual environment, and then jumping into work meetings from a virtual home office, boxing with virtual avatars and working out on a virtual lily pad.” All this certainly would make me spend more time online and give me more reasons to never leave my house.

Business communication students can also analyze Zuckerberg’s “letter,” referring to a formal public message—not, of course, something mailed. I would say the same for the “keynote,” which is unlike any I’ve ever seen.

Apple Clarifies Policy

Apple software chief Craig Federighi spoke with a Wall Street Journal reporter about a misunderstood policy related to child pornography. The company had announced new reporting guidelines for illegal content. As part of the same message, they described new guidelines about photos sent to and from children. User backlash concerned how the company was monitoring their phones.

Federighi said, “I do believe the soundbite that got out early was, ‘Oh my God, Apple is scanning my phone for images.’ This is not what is happening.” He clarified that, using algorithms, they’re looking at photos stored on iCloud—not on people’s phones. The company is flagging only those photos that meet criteria of child pornography.

During the published interview with the WSJ reporter (what made the final cut on the website), Federighi didn’t emphasize the end goal: protecting children. The reporter provided this context, but the message was not at the forefront’s of Federighi’s main points. His focus was on clarifying the initial message: “I think our customers own their phones,” again, distinguishing what we choose to post on Apple’s server.

Federighi also demonstrated humility by admitting that the message was garbled and that AI technology does make mistakes. In hindsight, it sounds as though Federighi would have announced these guidelines in separate messages with more detail about the photo search process.

Beware of Overtalking During Zoom Interviews

People seem to be talking too much during video interviews. A Chronicle of Higher Education article describes two possible reasons.

One is that job candidates want to build relationships and may overtalk in a somewhat desperate attempt to connect. After a year without intimacy, we might be overcompensating. I can imagine this applying to other types of meetings and presentations as well.

Second, visual cues are tough to see on video. The void isn’t quite as cavernous as during phone interviews, but still, it’s difficult to see subtle gestures. Imagine that an interviewer is leaning forward, changing a facial expression, or raising a hand slightly. These could be missed, particularly if a candidate is meeting with a group of people.

Next time you have an interview, try to pay attention to cues and allow people to interrupt you. You might also keep your answers a bit shorter—just in case. Allow time for follow-up questions.

Image source.

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.

McKinsey Pays Settlement for Work with Purdue Pharma

Management consulting company McKinsey will pay almost $600 million to settle several lawsuits over its role in the opioid crisis, including offering marketing advice to Purdue Pharma. The largest settlement is for $573 million, which Massachusetts Attorney General Maura Healey describes in a video.

Healey’s presentation and delivery are interesting because she represents families and is speaking for 47 attorneys general in several U.S. states. Her anger is evident, but her audience is small: only 53 views one week after it’s posted, and at least three of those are me. What are the communication objectives? This will make a good class discussion.

McKinsey’s response is also interesting for students studying business communication and character. In an email to staff, Global Managing Partner Kevin Sneader describes “setting a higher standard.” Whereas the governors consider McKinsey’s actions unlawful, Sneader does not agree:

“Indeed, while our past work with opioid manufacturers was lawful and never intended to do harm, we have always held ourselves to a higher bar. We fell short of that bar. We did not adequately acknowledge the epidemic unfolding in our communities or the terrible impact of opioid misuse and addiction, and for that I am deeply sorry.”

The Massachusetts court filing explains the legal argument.

At some point in 2019, two McKinsey executives debated in emails “eliminating all our documents and emails.” These executives have been terminated. (See McKinsey communications.)

Rhetorical Devices in Super Bowl Ads

The Michelob ULTRA Super Bowl commercial demonstrates two rhetorical devices well. One is anaphora: “After the…., “After the…,” “After the…”

Chiasmus is also illustrated by “Are you happy because you win, or do you win because you’re happy?” This is an ABBA construction.

Rhetorical devices can be overused and hokey, but in ads they’re memorable, and these are good examples.

Robinhood CEO Defends Decision to Block Trading

It’s been a wild week of investing in GameStop, AMC, and other companies, with amateur investors driving up prices. Investment app Robinhood decided to halt trading and was highly criticized. Robinhood was accused of not having enough liquidity to cover trades, succumbing to pressure from hedge funds, and trying to protect investors, yet interfering with their trading decisions and opportunities to gain high returns.

In a CNBC interview with Andrew Ross Sorkin, CEO Vlad Tenev defends the company’s decision to block trading. He denies the accusations but does mention the liquidity and responsibility. How clear is his explanation?

His video is a good one to analyze for his delivery skills and appearance. His skin and wall colors are rather pink, and although he sounds confident, he could move his upper body more to seem relaxed. Fillers signal a conversational style, which is appropriate here, but he overuses “um,” and I find it distracting.

Rhetorical Devices and More in Amanda Gorman's Inaugural Poem

Amanda Gorman, a highly accomplished young poet, gave a riveting presentation at President Joe Biden’s inauguration ceremony. Her precise, engaging delivery—gestures, eye contact, pacing, modulation, etc.—is a lesson for communication students planning business presentations.

The poem demonstrates an extraordinary number of rhetorical devices: alliteration, assonance, anaphora, metaphors, allusions, and more. Whether or not you agree with her remarks in “The Hill We Climb,” the poem has all the marks of a speech that engages the audience and brings them along on a journey.

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?

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?

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.?
  

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?

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?

Misleading NY Covid-19 Chart

Thanks to Carl Quintanilla for posting this example of a misleading chart. New York Governor Andrew Cuomo has been lauded for his leadership during the coronavirus crisis, yet critics say one of the mainstay charts in his news conferences shows a skewed story.

When he shows this chart, Governor Cuomo describes, the decreasing numbers of new hospitalizations. The chart title is clear: “Change in Total Hospitalizations.” But what does the visual imply?

Similarly, he shows “Change in ICU Admissions” (approx.00:35 in the video).

Discussion:

• Watch the first minute of the news conference. Is he clear, or could he be clearer in his explanation?

• What’s your view of the two charts? Are they misleading? What are the possible consequences of showing the data in a misleading way?

• How, if at all, should these charts be changed?

WHO Official Bungles Interview

World Health Organization (WHO) senior adviser Bruce Alyward wanted to avoid a reporter’s question about Taiwan becoming a member of the organization. A video of the interview shows an awkward exchange, with Alyward remaining silent (but we still see him moving and hear sounds), saying “Sorry, I couldn’t hear your question,” asking the reporter to move onto another question, and then, finally, ending the call. During a follow-up call, Alyward refers to China and then abruptly ends the call.

Taiwan has had good success in controlling COVID-19, and the government claims to have warned the WHO back in December 2019 about the contagion.

As of today, Alyward’s name is removed from WHO’s website listing advisers to the organization.

Discussion:

• What is a better way for Alyward to have handled the reporter’s question?

• Why do you think the WHO ignored warnings from the Taiwanese government?