Blog

How do communities influence our moral compass?

A friend of mine recently mentioned how we’ve moved from a front-porch society to a back-deck culture. Where people once shared and related with neighbors as a course of life, interactions have become less common and more intentional. As a result, communities have fewer opportunities to influence moral standards through gentle corrections and role models. […]

Continue Reading

Why trust is poorly understood in business

Trust is poorly understood in business because it is also poorly understood in psychological and philosophical research. In fact, psychologists directly cite the dearth of research in this area as a handicap to applied learning in the field of interpersonal relationships. I have researched this topic for over a year and I shudder at blog […]

Continue Reading

Three crisis communications lessons from Sandy

Following are summaries of three articles I published about leadership achievements, and missteps, during Hurricane Sandy. Each article address a different aspect of crisis communications, including: internal communications, public relations, and customer communications. Prioritizing employee concerns A crisis does not affect everyone equally, and when businesses reopened after the storm, many employees were still coping […]

Continue Reading

Do we need more trust or confidence in our leaders?

During the financial crisis when institutions fell, credit markets froze, and the Dow Jones Industrial Average routinely dropped 600-700 points in a single day, the financial sector became obsessed with confidence. Although confidence is central to healthy and efficient markets, this single elixir for all things financial has been over-prescribed. As a result, we have […]

Continue Reading

British bankers get serious about restoring trust

On October 17, 2012, the British Bankers Association (BBA) held its annual conference for the banking and financial services sector, and the theme of the conference was Restoring Trust. The new chief executive of the BBA, Anthony Browne, came into office shortly after the Libor scandal erupted this summer, and that event influenced his perspective […]

Continue Reading

Workplace bullying: A story of lost productivity

Months ago, I posted an essay to this blog about the plight of demoralized employees. Surprisingly, that one essay generated more organic traffic than any other article, even though this site is not optimized for those search terms. Curious to know whether this phenomenon was unique to my blog or part of a broader trend, […]

Continue Reading

NCAA sanctions Penn State and demonstrates trust leadership

Today, the National Collegiate Athletic Association held an unprecedented news conference to announce equally unprecedented sanctions against a university, Penn State. Notably, the NCAA took only 11 days to announce punitive and corrective sanctions against the university, after former FBI director Louis Freeh shared details of his investigation. Demonstrating trust leadership Referring to the NCAA’s decision to […]

Continue Reading

Stephen Covey’s lessons on trust communication

As a teacher of communication skills, Dr. Stephen R. Covey focused on making us all better listeners, not talkers.  In fact, he was emphatic about a type of listening he described as empathetic.  Essentially, empathetic listening is about understanding and appreciating the other person’s point of view. On his five-level scale of listening behaviors, empathetic listening […]

Continue Reading

US confidence at record low, says Gallup

According to Gallup’s most recent confidence polls, Americans are not impressed with the way things are going. Public schools, organized religion and TV news are just a few of the institutions, both public and private, that fell to new lows based on Gallup’s data dating back to 1973. Learning that confidence is low doesn’t register […]

Continue Reading