Category Archives: Business Communication

Business Communication

Women’s Likeability – Competence Dilemma: Overcoming the Backlash Effect

Madeline Heilman

Madeline Heilman

Aaron Wallen

Aaron Wallen

Almost a decade ago, New York University’s Madeline Heilman and colleagues Aaron Wallen, Daniella Fuchs and Melinda Tamkins, demonstrated the challenge women face when they are seen as successful in traditionally-male roles.

Melinda Tamkins

Melinda Tamkins

The team conducted three experimental studies with 242 volunteers to investigate reactions to a woman’s success in a male gender-typed job and found that when women are recognized as successful in roles dominated by men, they are less liked than equally successful men in the same fields.

Tyler Okimoto

Tyler Okimoto

Heilman extended the work with Tyler Okimoto, now at University of Queensland, in three additional experimental studies to evaluate whether successful women’s likeability challenge is attributable to perceived deficit in nurturing and socially- sensitive “communal” attributes, which include warmth and “niceness.”
They found that successful women managers avoided interpersonal hostility, dislike, and undesirability when they or others conveyed “communal” attributes, through their behaviors, testimonials of others, or their role as mothers.

Frank Flynn

Frank Flynn

Stanford’s Frank Flynn demonstrated the competence-likeability disconnect when he taught a Harvard Business School case of Silicon Valley venture capitalist and entrepreneur Heidi Roizen.

Heidi Roizen

Heidi Roizen

He and collaborator Cameron Anderson of UC Berkeley changed Heidi’s name to “Howard Roizen” for half of the students.

Cameron Anderson

Cameron Anderson

Flynn and Anderson asked student who read the Heidi case and those who read the Howard case to rate Heidi and Howard on several dimensions before the class meeting.

Students rated Heidi as highly competent and effective as Howard, but they evaluated her as unlikeable and selfish, and wouldn’t want to hire her or work with her.

Whitney Johnson-Lisa Joy Rosner

Whitney Johnson-Lisa Joy Rosner

A more recent example of backlash toward high-profile, accomplished women was illustrated by Whitney Johnson, co-founder of Rose Park Advisors (Disruptive Innovation Fund), and Lisa Joy Rosner, Chief Marketing Officer of NetBase, in their evaluation of social media mentions of Marissa Mayer, Sheryl Sandberg and Anne-Marie Slaughter.

Johnson and Rosner evaluated “Brand Passion Index” (BPI) for Mayer, Sandberg, and Slaughter over 12 months by

  • Activity (number of mentions)
  • Sentiment (positive or negative)
  • Intensity (strong or weak sentiment).

Public Opinion-Mayer-Sandberg-SlaughterThese competent, well-known women were not liked, and were evaluated with harsh negative attributions based on media coverage and at-a-distance observations:

  • Marissa Mayer, Yahoo’s CEO, was described as impressive and super-smart, and annoying, terrible bully
  • Facebook’s COO Sheryl Sandberg‘s was characterized as truly excellent, successful working mom and crazy bizarre
  • Anne-Marie Slaughter, former director of Policy Planning at the U.S. State Department, was depicted as an amazing, successful mother and destructive, not a good wife
Laurie Rudman

Laurie Rudman

The competence-likeability dilemma is illustrated in hiring behavior, demonstrated in experiments by Rutgers University’s Laurie Rudman and Peter Glick of Lawrence University.

The team asked volunteers to simulate hiring decisions for male and female candidates for a “feminized” managerial role and a “masculinized” managerial role.

Peter Glick

Peter Glick

Applicants were presented as:

  • “Agentic” (stereotypically male behaviors) or
  • “Communal” (stereotypically male behaviors) or
  • “Androgynous” (combining stereotypically male and female behaviors)

Women who displayed “masculine, agentic” traits were viewed as less socially skilled than agentic males.
They were not selected for the “feminized” job, but this hiring bias did not occur when agentic women applied for the “male” job.

In contrast to the “agentic” women, both male and female “communal” applicants received low hiring ratings, pointing to the penalty for being perceived as “nice.

“Androgynous” female applicants were not discriminated against.

Rudman and Glick noted that “… women must present themselves as agentic to be hireable, but may therefore be seen as interpersonally deficient.”
They advise women to “temper their agency with niceness.”

Linda Babcock

Linda Babcock

Once women receive job offers, the competence-likeability disconnect continues when they negotiate for salary and position, reported by Linda Babcock of Carnegie Mellon.
Her research demonstrated and replicated negative evaluations of women who negotiate for salaries using the same script as men.

Deborah Gruenfeld

Deborah Gruenfeld

Stanford’s Deborah Gruenfeld suggested that the likeability-competence dilemma may result from women’s challenges in integrating expansive, powerful body language with more submissive, appeasing behavior to build relationships and acknowledge others’ authority.

She posited that many women have been socialized to adopt less powerful body positions and body language including:

  • Smiling
  • Nodding
  • Tilting the head
  • Applying fleeting eye contact
  • Speaking in sentence fragments with uncertain, rising intonation at sentence endings.

In addition, many people expect women to behave in these ways, and negatively evaluate behaviors that differ from expectations.

Body language is the greatest contributor to split-second judgments of people’s competence, according to Gruenfeld.
She estimated that body language is responsible for about 55% of judgments, whereas self-presentation accounts for 38%, and words for just 7% — in less than 100 milliseconds.

Her earlier work considered the impact of body language on assessments of power, whereas her more recent work investigates gender differences in attributions of competence and likeability.

The likeability-competence dilemma may be improved by shifting from “playing high” or taking space when demonstrating competence and authority.
Gruenfeld noted that this powerful body language may be risky for women unless counterbalanced with “playing low” or giving space when conveying approachability, empathy, and likeability.

Posing in more powerful positions for as little as two minutes can change levels of testosterone, a marker of dominance, just as holding a submissive posture for the same time can increase cortisol levels, signaling stress, according to Gruenfeld.

To enable versatile application of powerful “playing high” with more familiar “playing low,” Gruenfeld urges women to practice both awareness and “the mechanics of powerful body language.”

Alison Fragale

Alison Fragale

Women’s competence-likeability dilemma is not mitigated by achieving workplace success and status.
University of North Carolina’s Alison Fragale, Benson Rosen, Carol Xu, Iryna Merideth found that successful women – and men, like Mayer, Sandberg, and Slaughter, are judged more harshly for mistakes than lower status individuals who make identical errors.

Benson Rosen

Benson Rosen

Fragale’s team found that observers attributed greater intentionality, malevolence, self-concern to the actions of high status wrongdoers than the identical actions of low status wrongdoers, and recommended more severe punishments for higher status individuals in two experiments.

Iryna Meridith

Iryna Meridith

The team found preventive and reparative value in the shunned qualities of warmth and likeability.
Wrongdoers who demonstrated affiliative concern for others, charitable giving, and interpersonal warmth built a reservoir of goodwill that could protect from the impact of subsequent mistakes and transgressions.

Navigating the Likeability-Competence dilemma requires demonstrating both capacities, depending on situational requirements.
Learning this skill can take a lifetime.

-*How do you convey likeability AND competence?

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ROI of Effective Managers

Dilbert and Pointy-Haired Boss

Dilbert and Pointy-Haired Boss

Inept managers cause stress, cynical posting of Dilbert cartoons, and foment incredulous recounting of unparalleled cluelessness.
However, the all-too-rare effective manager delivers a creditable Return on Investment.

Edward Lazear

Edward Lazear

Stanford’s Edward Lazear and Kathryn Shaw collaborated with Christopher Stanton, now of of University of Utah to study the impact of nearly 2000 supervisors on more than 23,000 employees’ output productivity in a large  services firm.

Kathryn Shaw

Kathryn Shaw

They found that although there is substantial variation in managerial quality, as measured by their effect on worker productivity, the skillful managers in this workplace improved productivity by 10 percent.

Christopher Stanton

Christopher Stanton

Lazear, Shaw and Stanton demonstrated that replacing managers rated in the lower 10% of boss quality by employee output with managers in the upper 10%, the resulting increase in team total output is about the same amount as adding one worker to a nine member team.

In addition, effective managers are associated with increased productivity among both top-rated workers and the lowest-performing workers, with greater performance increases among the firm‘s top performers.

The researchers noted that employees’ peers had negligible impact on productivity measures, so they concluded that productivity increases are significantly influenced by managerial behaviors.

These findings point to the importance of hiring skilled managers and improving or removing unskilled managers to drive productivity and associated profit.

As a result, pre-employment assessment and managerial training industries are required to demonstrate efficacy in selecting already-skilled managers, and transforming less-skilled managers into top performing supervisors.

Some argue that developing managerial skill is a long-term behavior change because many of the interpersonal behaviors of effective managers have long-standing characterological roots.

For example, Lazear reported that the best managers in this large sample demonstrated humility and a sense of humor in their efforts to teach and motivate employees.
These attitudes develop over years, and may not be amenable to short-term training interventions.

Randy Hodson

Randy Hodson

Randy Hodson of Ohio State University conducted an ethnographic study of “worker citizenship behavior”, including level of work effort, absenteeism, and employee engagement.

He found “manager citizenship behavior” has the greatest impact on employee engagement, work effort, and employee’s related productivity.
These management behaviors include:

  • Leadership practices
  • Communication style
  • Commitment to worker job security
  • Providing appropriate work supplies and tools to achieve workers’ output requirements
  • Absence of “management abuse.”

Managers who respected worker rights and maintained an effective, productive environment for workers  had workers who invested more efforts in work and achieved greater productivity, besides having a better relationship with each other and with bosses.

Watson Wyatt TowersWatson Wyatt’s WorkUSA 2009 survey of 13,000 full-time U.S. workers across all job levels and in all major industries that organizations with highly engaged employees had:

The report found waning employee engagement over job tenure:  Employee engagement is highest in the first six months on the job, and is more than 11 percent higher during that “honeymoon period” than for longer-tenure employees.
Employee engagement drops nine percent after the first six months on the job, and continues to decline.

Watson Wyatt’s regression analysis of these data found that this 11% decline in employee engagement has the same expected impact on employee productivity as a decline of assets per employee of nearly 0.6 percent.

To offset the impact on productivity, a typical firm would need to invest more than $2,700 per employee.

A similar regression analysis controlled for industry, firm size and capital intensity and estimated that 11% decline in engagement is associated with a 1.7 percent reduction in market value.
For the typical S&P 500 firm, this decreased expected market value could be $216 million, suggesting that managerial behavior is a critical determinant of productivity and ultimate market value.

The challenge for top management is to evaluate sustained improvement in managerial behavior attributable to managerial learning and development interventions, to ensure Return on Investment for managerial development.

-*What managerial attitudes and behaviors have you seen increase employee productivity?

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Managing “Triadic Managers” and Navigating Office Politics by Becoming a Little Like Them

Oliver James

Oliver James

Oliver James-Office PoliticsBritish psychologist, journalist, and television documentary producer and presenter Oliver James asserts that many business leaders exhibit three problematic – even pathological – behaviors styles: Psychopathy, Narcissism, Machiavellianism.
He labels these “triadic managers.” 

The OfficeThe stress wrought upon others by “triadic managers” has been satirized in comedies, and dramas, but each element of the triumvirate have been investigated by clinical researchers and social scientists.

The most extensively researched of the three personality trends is Psychopathy, given its relevance to law enforcement. Francis Urhardt-House of Cards
Psychopaths typically display:

  • Callous manipulation, lying, and exploitation
  • Grandiosity, entitlement, and shallowness
  • Impulsiveness and thrill-seeking
  • Little interpersonal empathy and remorse
Ronald Schouten

Ronald Schouten

Harvard’s Ronald Schouten and former federal prosecutor with current criminal defense attorney James Silver estimate that 3 million Americans and perhaps one in 10 on Wall Street are psychopathic.

James Silver

James Silver

They add that as much as 15 percent of the general population or about 45 million Americans as “almost psychopathic” – and many are employed as senior executives.

Robert Hare

Robert Hare

Robert Hare of University of British Columbia and leading expert in psychopathy collaborated with industrial-organizational psychologist Paul Babiak reported that  senior managers are four times more likely than the general population to display psychopathic tendencies.  

Robert Hare-Paul Babiak - Snakes in Suits (1)They differentiated three types of psychopath, each operating in the workplace:

  • “Manipulator”
  • “Bully”
  • “Puppetmaster”

    Paul Babiak

    Paul Babiak

Clive Boddy

Clive Boddy

Middlesex University’s Clive Boddy extended examination of psychopaths in global business and financial contexts.

Sharing some characteristics of psychopathy, narcissism is characterized by:

  • Grandiose sense of self-importance, superiority, entitlement
  • Vanity and insatiable need for attention
  • Exploitativeness
  • Lack of empathy

Like psychopathy, three sub-types have been identified:

  • Cluster A, “odd” disorders, including paranoid and schizoid disorders
  • Cluster B, “dramatic” disorder, including antisocial and histrionic disorders
  • Cluster C, “anxious”, including dependent and obsessive-compulsive disorders
Katarina Fritzon

Katarina Fritzon

Affecting about one per cent of the population and up to 16 per cent of clinical groups, narcissists tend to prefer professions where they can control people and elicit adulation, like politics, finance, entertainment, medicine.

Belinda Board and Katarina Fritzon, then of the University of Surrey, confirmed this observation when they found that senior business managers were more likely than criminal psychiatric patients, to have narcissistic, histrionic, or obsessive-compulsive personality disorders.

Sam Vaknin

Sam Vaknin

Sam Vaknin provides and insider’s view of narcissism, as a convicted felon incarcerated for securities fraud and diagnosed with Narcissistic Personality Disorder,  who raises awareness of NPD and its management through his book and website.Sam Vaknin-Malignant Self Love

The third element of “triadic managers”, Machiavellianism, is characterized by:

  • Detachment and coldness
  • Manipulation
  • Ruthless self-interest
  • Calculating maneuvers to advance self-interest
Niccolo di Bernardo dei Machiavelli

Niccolo di Bernardo dei Machiavelli

Studies in MachiavellianismCenturies after Machiavelli’s classic book, Richard Christie and Florence Geis studied the Machiavellian personality and developed a personality assessment to identify these characteristics

After raising awareness of “triadic managers”, Oliver James asserts that skillful maneuvering among political landmines laid by these leaders and colleagues.

Based on his 50 interviews with narcissists, psychopaths, “Machiavels”, and others, he cites the importance of managing the “perception of performance” as well as actually providing results, because pay and advancement depend upon one’s valuation by others.

In addition, he advocates that anyone operating in organizations develop greater acumen in recognizing potentially problematic psychopathic, narcissistic, and Machiavellian maneuvers, and carefully crafting counter-moves.

James acknowledges that some psychopathic, narcissistic, and Machiavellian behaviors lead to desired outcomes, and suggests that anyone working in an organization selectively adapt these strategies and apply them in moderation.

He summarizes political survival skills, including

  • Astuteness in “reading” others, the organization, and oneself to accurately assess the situation
  • Effectiveness in applying effective tactics toward the correct individuals at the right moment while appearing genuine
  • Networking to maintain relationships and allies for use in moving to a new role
  • Appearance of Sincerity, by strategically managing personal emotions and reactions.

-*How do you detect and manage colleagues who manifest characteristics of psychopathy, narcissism, and Machiavellianism?

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Mastering the Power Sandwich with Skillful Upward Influence

David Bradford

David Bradford

Employees’ advancement in organizations is based on preventing problems before they develop, and pre-emptively uncovering opportunities to add value, according to Stanford’s David Bradford and Allan R. Cohen of Babson College in Influencing Up.

Allan Cohen

Allan Cohen

Complementing their Influence without Authority, they distilled common-sense win-win approaches to influence those over whom one has no formal authority or control: one’s manager and others higher in the hierarchy.

Influencing UpOrganizational power discrepancies can be accentuated when the employee is female or a member of a minority group.
Cohen and Bradford’s suggest six elements to reduce power differences, and improve influence and negotiation outcomes:

  • Clarify needs and priorities
  • Consider others as potential partners rather than adversaries
  • Establish trustworthiness by sharing information and develop understanding of the other’s perspective, concerns, and “care-abouts” — empathy in a business setting
  • Determine reciprocal value exchange in “currencies” that matter to others: information, budget, removing obstacles, brokering agreements, support
  • Gain access to others by showcasing your potential value exchange
  • Negotiate a win-win outcome
Robert Cialdini

Robert Cialdini

Bradford and Cohen’s work complements influential research by Stanford colleagues Margaret Neale and Deborah Gruenberg, as well as Robert Cialdini’s classic investigation of influence.

Roger Fisher

Roger Fisher

William Ury

William Ury

Their emphasis on crafting a win-win negotiated outcome echoes earlier work by Roger Fisher and William Ury in Getting to Yes and Linda Babcock’s consideration of negotiation challenges faced by women and minority group members in the workplace.

-*How do you manage the Power Sandwich, requiring skillful 360 degree influence in your organization?

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“Self-Packaging” as Personal Brand: Implicit Requirements for Personal Appearance?

Napoleon Hill

Napoleon Hill

Al Ries

Al Ries

During the Depression of the 1930s in the US, motivational writer Napoleon Hill laid the foundation for “personal positioning,” described nearly forty-five years later by marketing executives Al Ries and Jack Trout in Positioning: The Battle for Your Mind.

Jack Trout

Jack Trout

Tom Peters

Tom Peters

By 1997, business writer Tom Peters introduced “personal branding” as self-packaging that communicates an individual’s accomplishments and characteristics, including appearance, as a “brand promise of value.”
He also enumerated “what branding is not.”

Murray Newlands

Murray Newlands

Blogger Murray Newlands opines that personal branding refers to all facets of personal presentation.
He notes that “self-packaging is the shell of who you are” and differentiates it from “self-presentation …that essence of what sets you apart from the crowd.

The goal of personal branding, then, is to communicate the intrinsic, most important, differentiating personal characteristics, exemplified in self-packaging details like attire, business cards, speaking style and more.

Daniel Lair

Daniel Lair

Communications researchers Daniel Lair, now of University of Michigan at Flint along with University of Utah’s Katie Sullivan and George Cheney, now of Kent State University, cast an academic lens on personal branding in their analysis, Marketization and the Recasting of the Professional Self: The Rhetoric and Ethics of Personal Branding.

George Cheney

George Cheney

They refer to the practice as “…a startlingly overt invitation to self-commodification” worthy of “careful and searching analysis… as (perhaps) an extreme form of a market-appropriate response.

Lair, Sullivan, and Cheney examine the complex rhetoric tactics used in personal branding, and how these shape power relations by gender, age, race, and class.

Sylvia Ann Hewlett

Sylvia Ann Hewlett

Sylvia Ann Hewlett and researchers at Center for Talent Innovation echo some of these social concerns with potential biasing effects of personal branding.

Hewlett and team consider the special case of personal appearance as an element of “personal packaging”.
They note the challenges facing women and members of minority groups in meeting unspoken, implicit requirements for executive presence embodied in personal appearance.

-*What elements do you consider in “personal packaging” and the specific case of personal appearance?

-*How do you mitigate possible bias based on expectations for personal appearance?

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Women’s Career Development Model – Individual Action in Negotiation, Networking-Mentoring-Sponsorship, Skillful Self-Promotion – Part 2 of 2

Kenexa Career Development Model-Individual Behaviors

Kenexa Career Development Model-Individual Behaviors

Part 1 of this post, Women’s Career Development Model – Individual Action in Career Planning and the Contest and Sponsorship Pathways to Advancement – Part 1 of 2,  highlighted Ines Wichart’s model of women’s career development with three levels and 11 components, based on her research as Kenexa High Performance Institute (KHPI), a subsidiary of IBM.

Ines Wichert

Ines Wichert

She outlined four behaviors that individuals can control or influence toward career advancement:

  • Career planning 
  • Opportunity-seeking, Negotiation
  • Career-building networking; Mentoring-Sponsorship    
  • Skillful self-promotion

The first segment of this two-part post considered facets of Career Planning and two independent paths to career advancement: Contest and Sponsorship routes.

Let’s consider the additional elements that respond to individual attention and efforts, including Opportunity-seeking while embracing risk.  

Susan Vinnicombe

Susan Vinnicombe

Val Singh

Val Singh

Highly effective career advancement opportunities include stretch assignments and on-the-job training.

Susan Vinnicombe and Val Singh of Cranfield University report that these development activities are most effective in building credibility, visibility, reputation as a capable, well-rounded leader.

However, their research found that women need more encouragement to take on challenging assignments than men, who are more likely to ask for these assignments.

Linda Babcock

Linda Babcock

Similarly, Linda Babcock reported that women tend to need encouragement to ask for promotions and salary increases.

Her research demonstrated that women are less likely to negotiate for their first salaries, unless they know that these are acceptable practices.

Manhattan CollegeAs a countermeasure, Babcock recommends negotiation practices demonstrated to mitigate negative perceptions by both men and women negotiation partners

Like Babcock, Mary Wade’s research at Manhattan College found that both men and women evaluated more negatively women who negotiated for salary using the same script as men.

Corinne Moss-Racusin

Corinne Moss-Racusin

Laurie Rudman

Laurie Rudman

Corinne Moss-Racusin and Laurie Rudman replicated this disconcerting finding at Rutgers University, leading to their formulation of “The Backlash Avoidance Model” (BAM)”.

According to this construct, women may demonstrate traditional gender role behaviors to mitigate “backlash” of negative reaction by men and women to “role discrepant” behaviors like asking for career advancement and commensurate compensation.

  • What approaches have been effective when you have asked for a salary increase or promotion?
         -How did you prepare?

         -How did you overcome objections?
  • When people ask you for a salary increase or promotion, what negotiation approaches have been most effective?
              -What have been least effective?

Wichart’s model of individual initiatives toward career advancement points to the importance of skillful professional networking, mentoring, and sponsorship.

National Center for Women and Information TechnologyNational Center for Women & Information Technology (NCWIT) reported that nearly half of technical women surveyed said they lack role models and mentors, and 84% said they lack sponsors.
The result is that these women are four times more likely to leave the current job role.

One reason that women’s professional networking efforts and seeking mentors may yield less effective career advancement than men:  Women tend to engage in professional networking for affiliation and emotional support with people close to their job level whereas men tend to network for career development with people significantly above the job level, according to Adelina Broadbridge of University of Stirling.University of Stirling

As a result of these differing approaches to professional networking, men may enjoy more rapid career advancement due to visibility and sponsorship.

Pamela Perrewe

Pamela Perrewe

F. Randy Blass

F. Randy Blass

In addition, women are likely to demonstrate less political understanding and insight because mentors are not sufficiently senior, according to Florida State University’s F. Randy Blass, Pamela Perrewe, and Gerald Ferris with Robyn Brouer of SUNY Buffalo.

Gerald Ferris

Gerald Ferris

Robyn Brouer

Robyn Brouer

Organizational support for formal and informal mentoring has been shown to increase employee engagement, satisfaction, and retention.

Therefore, organizations concerned with retaining talented women and minorities can increase the likelihood of keeping skilled employees by initiating structured mentoring programs and encouraging selective sponsorship.

  •  How have mentors and sponsors enabled your career moves?
  •  How do you decide who you are willing to mentor or sponsor?   

Previous posts have shared much current research and leading recommendations in building personal brand and practicing skillful self-promotion:

In light of the potential negative perceptions of women who showcase their accomplishments as they ask for salary increases and role advancement:

  •   How do you raise awareness of your accomplishments’ impact to avoid “backlash”?
  •   How do you define, develop, and communicate, “skillfully promote” your personal brand?

These research findings suggest three parting suggestions for women who want to Play Bigger:

  1. Question the thought that “I’m not ready yet.”
  2. Develop resilience and “a thick skin”:   If you are doing something innovative or important, you may draw both praise and criticism when you are noticed.
  3. Filter advice:  Implement recommendations that have “the ring of truth” and “resonate”;
    leave the rest.
  • What is the most helpful career advice you implemented?
  • What career advice have you decided not to implement?

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Extract More Value from Meetings with Effective Questions

Shane Snow

Shane Snow

Shane Snow, co-founder of Contently.com  advocates asking incisive questions to extract more value from meetings, mentors’ guidance, and chance encounters with thought leaders and influencers.

He notes that expert journalists, researchers, innovators, and therapists are trained to ask effective questions, and their common “best practices” include:

  • Listening more than talking
  • Asking open-ended questions to avoid suggesting responses: “Who?”, “What?”, “When?”, “Where?”, “How?”, “Why?”
    They use closed-ended questions sparingly: “Is?”, “Would?” and “Do?”
  • Posing one concise question at a time.
    They avoid multiple choice questions
  • Waiting for an answer without interjecting more questions or comments.
    They rarely interrupt themselves or others
  • Tolerating the other person’s silence for several seconds before talking
  • Directly, repeatedly probing for insightful, revealing replies
  • Nodding only when the response is intelligible, logical, and understandable
  • Interjecting questions or rephrasing the original question to redirect tangential responses
  • Cross-checking information and following up possible inconsistencies with more probing questions
Sakichi Toyoda

Sakichi Toyoda

Nearly a century earlier, Sakichi Toyoda, founder of Toyota Industries introduced an iterative problem-solving approach based on posing “Five Whys” to uncover the root cause of an issue.

The Lean StartupThis technique is now-widely applied in Lean Manufacturing, and is advocated by Eric Reis in The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses .

‘”Five Whys” were reduced to “Three Whys” to uncover customer objections in sales situations, and was modified Judith Beck in cognitive therapy to identify underlying Core Beliefs that lead to negative automatic thoughts.

Judith Beck

Judith Beck

Beck softens the “Five Whys” by repeatedly asking “If that were true, what would it mean?”
Her model that suggest connections among:

Early experience->Core beliefs (schemas) ->Underlying assumptions (if/then – conditional) ->Automatic thoughts-> Physical Experiences->Self-Limiting Behaviors

Five Whys to Uncover Core Beliefs

Lois Frankel

Lois Frankel

Therapist and writer Lois Frankel illustrated the similarity of effective questions in psychotherapy sessions with those used to spur inquiry and innovative breakthroughs.
She advises interviewers and consultants to:

  • Use questions to define your purpose:
    What do you want to gain from this conversation?

    • Help
    • Advice
    • Information
    • Commitment
    • New ideas
    • Clarification of opinions or attitudes
    • Decision
      Overcoming your strengths
    • What is the “real” problem? Engineers and business people answer this question using a “Root Cause Analysis”
      • What are the options?
      • What are the likely consequences?
      • What results will justify the invested time, effort or money?
      • Ask specific questions:
        • What could we do differently?
        • Why is this important?
        • How can we best meet our objective?
        • What do you want to happen?
          • What don’t you want to happen?
          • What is the best thing that could happen?
          • What is the worst thing that could happen?
          • How will you react if you don’t follow this course of action?

Frankel advises to

  • Maintain eye contact:
  • Focus full attention on the interviewee
  • Repeat and summarize important points to verify accurate understanding
  • Listen for:
  • Content (facts)
  • Intent (feelings)
  • The way these are expressed (process).
    Warren Berger

    Warren Berger

    Journalist Warren Berger applied refined questioning in Design Thinking processes to produce innovative solutions in Glimmer: How Design Can Transform Your World .

    He advocates continued exploration of meaningful “big” questions in his blog, A More Beautiful Question.

-*What effective questioning practices have you found most helpful in achieving business results?

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Reduce Evaluator Bias: Showcase Best Features in Any Offer

Less can be more when designing offers, whether when offering services in job applications, crafting sales offers, or positioning for advantage in any negotiation.

Kimberlee Weaver

Kimberlee Weaver

Kimberlee Weaver of Virginia Tech and University of Michigan’s Stephen Garcia and Norbert Schwarz showed that more is not better in augmenting offers when additional elements are of lower quality.

Stephen Garcia

Stephen Garcia

Using the Presenter’s Paradox in a series of studies, they showed that positive impressions can be reduced when they are presented in the company of lower value items.

Norbert Schwartz

Norbert Schwartz

Weaver, Garcia and Schwarz offered volunteer “buyers” different iPod Touch packages: iPod and cover OR this package with a free music download.

“Buyers”, on average, offered to pay more for the lesser package, and sellers inaccurately expected that buyers would prefer the fully-featured package.
This suggests that expectations about consumer preferences may be poor predictors of people’s actual selection and purchasing behaviors.

The average price offered for the basic package, iPod and cover was $242, but the package with one free song download averaged just $177.
The additional feature reduced package’s perceived value by more than 25%.

Those designing and evaluating offers can mitigate the impact of this judgment bias by considering the value of the overall offering, then eliminating lower-value components that might reduce the comprehensive value.

This is relevant to job seekers who might be tempted to “pad” a resume with low-value activities, accomplishments and skills.
Weaver, Schwartz, and Garcia’s findings suggest that showcasing most compelling capabilities provides a more power presentations of personal and product attributes.

Santa Clara University’s Jerry Burger might argue that “more might be more” when he found that Steve Jobs’s “that’s-not-all” (TNA) technique was more effective than the much-researched “door-in-the-face” (DITF) approach in gaining agreement to sales propositions.

Jerry Burger

Jerry Burger

That’s-not-all” offers a product at a high price, then doesn’t allowing the volunteer to respond immediately.
The procedure follows up by augmenting the offer with another product or lowering the price.

Burger found “that’s-not-all” produced superior simulated sales outcomes to the much-researched “door-in-the face” (DITF) approach, which presents an unreasonably high offer, then follows with a more acceptable proposal.

Numerous replications of “door-in-the-face” have shown than people are more likely to agree to a second more modest request after an unreasonable high first proposal.
Even when the same offer is presented as a single offer, people are significantly more likely to accept it when it’s presented after an unreasonable proposal.

Burger suggested that “that’s-not-all” may have produced greater compliance because people felt obliged to respond to a new offer through an implicit norm of reciprocity,  and because the augmented offer changed the perceived anchor point that volunteers used to evaluate the offer.

-*How do you mitigate bias in evaluating offers?
-*How do you design the most attractive offer when offering something for sale?
-*Which technique for designing offers has been most persuasive to you as a purchaser?

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Women Balance on the Negotiation Tightrope to Avoid Backlash

Hannah Riley Bowles

Hannah Riley Bowles

Hannah Riley Bowles of Harvard Business School, and Carnegie-Mellon University’s Linda Babcock and Lei Lai reported a problem even more troubling than their well-known finding that women don’t negotiate initial salaries as frequently as men, leading to a long-term wage disparity.

Lei Lai

Lei Lai

Several studies revealed that when women volunteers asked for higher “salaries” in a laboratory simulation, they were most often negatively regarded by both men and women participants, who also reported less desire to work with them.

Linda Babcock

Linda Babcock

The team conducted four experiments and concluded male and female evaluators responded adversely to perceived “demandingness” among women who negotiated, preferring the “nicer” non-negotiators.
They found that reducing degree of assertiveness did not improve evaluators’s perceptions of women negotiators.

Babcock’s research also noted that when male and female volunteers asked for “raises” using identical scripts, participants generally liked the men’s style, but disliked the same words from women.
Women negotiators were considered “aggressive” — unless the requestors smiled, or cultivated a warm, friendly manner.

In 2012, Bowles and Babcock investigated behaviors that may improve the social reaction others have to women negotiators, but not the negotiation outcome – gaining agreement on a salary proposal:

  • Justifying the salary request based on a supporting “business case”
  • Communicating concern for organizational relationships

Neither of these tactics – used alone or together – improved both women’s social and negotiation outcomes.

Another approach was proved more effective in improving both social and negation outcomes:

  • Justifying the salary request based on the relationship.

Women who smile and focus on the interpersonal relationship may be viewed as adhering to typical traditional role-based expectations, and this behavioral accommodation may enable both male and female observers to respond more favorable to women negotiators.

Negotiation training programs advise girls and women to apply “3Ts” rather than adopting more traditional gender role behavior:

- Establish a positive yet persuasive tone

- Employ delay tactics to avoid being the first to name a salary figure

- Incorporate tips to sell yourself while anticipating objections and being personable but not personal

Kathleen McGinn

Kathleen McGinn

Harvard’s Bowles and Kathleen McGinn collaborated with Babcock in hypothesizing that “situational ambiguity” and “gender triggers” modify women’s willingness to negotiate.

In contrast, if women have more information about the potential salary range and are told that the salary is negotiable, they are more likely to negotiate.
This research suggests that women benefit from asking:

  • the salary range and
  • which elements of the compensation package are negotiable.
Daniel Pink

Daniel Pink

Journalist Dan Pink destigmatizes “selling” a negotiation proposal when he redefined selling as:
the ability to move others to exchange what they have for what we have is crucial to our survival and our happiness. It has helped our species evolve, lifted our living standards, and enhanced our daily lives
in his recent book To Sell is HumanTo Sell Is Human: The Surprising Truth About Moving Others

He notes that effective persuaders and “sellers” balance skill in “inspecting” a negotiation with “responding” through “attunement.”

Pink’s analysis of successful sales negotiators is applicable to women negotiating salaries and promotions:

Attunement, harmonizing actions and attitudes with others

Buoyancy, composed of asking questions, “positivity,” and an optimistic “explanatory style”

Clarity, helping others freshly re-assess situations to identify unrecognized needs that can be addressed by the negation proposal.

Joan Williams

Joan Williams

Joan Williams of UC Hastings College of the Law summarized much of this work at her website, The New Girls’s Network, a blog of resources, findings and strategies to address wage discrepancies.
As a Founding Director of the Center for WorkLife Law, she offers such workplace policy recommendations to mitigate gender-based wage differences.

Cait Clarke

Cait Clarke

Attorney Cait Clarke offers another legal perspective in Dare to Ask:The Woman’s Guidebook to Successful Negotiating.
She offers tactical recommendations based on this research, and hosts continuing discussion at her blog, Women Negotiating.
Join the conversation here and there!

Dare to Ask-*Consider your reaction to negotiations you have observed, and ask others who participate in salary negotiation their reactions to these questions:

  • What is the best negotiation pitch you’ve heard for a job-related salary increase or role promotion?
  • How did the person overcome objections?
  • How did the person manage the relationship with the negotiating partner?

Until more women start negotiating salaries, relational and business case justifications may not improve their social and negotiation outcomes.
The majority of managers may view women negotiating for salary and advancement as an expected practice for all employees when it is a more frequently-observed workplace behavior.

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“Everything is Negotiable”: Prepare, Ask, Revise, Ask Again

Women In Techology ForumCisco Systems’ 2013 Global Women in Technology Forum, scheduled for 27 March 2013, focuses sessions around the theme “Think Big, Play Big.”
The planning team includes a number of recent graduate and new hires, and most of these ”Millennial Generation” employees thought that “Thinking Big” referred to knowing how Cisco’s vast portfolio of products “plays” together, rather than “Thinking Big” about one’s career plans, and to boldly ask for salary increases and promotions when merited.

These corporate newcomers were unaware of recent research documenting professional women’s continuing salary gap when compared with male peers, and gender differences in salary negotiation account for hundreds of thousands of lost wages for women.

Anna Beninger

Anna Beninger

Alixandra Pollack

Alixandra Pollack

Anna Beninger and Alixandra Pollack of Catalyst recently conducted longitudinal research that found early and persistent compensation gaps for women MBA graduates from 26 leading business schools in the United States, Canada, Europe, and Asia, reported in The Promise of Future Leadership: Highly Talented Employees in the Pipeline.

Catherine DesRoches

Catherine DesRoches

Similarly, Catherine DesRoches of Harvard and Massachusetts General Hospital with her colleagues found that women still make about 80 percent of their males peers in a study of salaries in academic medicine.

Women worked more hours, spent more time in administrative tasks, were awarded fewer grants, held fewer top titles, had fewer publications, and were paid less than their male counterparts.

These findings reinforce findings by Carnegie Mellon’s Linda Babcock, who estimates that women MBAs earn USD $500,000 – USD $2 million less than their male classmates over the course of a career because women tend not to negotiate the starting salary or those offered on transfer or promotion.

Linda Babcock

Linda Babcock

In contrast, Babcock found that men are four to eight times more likely to negotiate for both salary and promotions, and they to obtain superior results in most negotiations.

women dont askBabcock collaborated with Sara Laschever in Women Don’t Ask: The High Cost of Avoiding Negotiation–and Positive Strategies for Change to outline precursors of these negotiation differences based on differences in typical gender socialization.

They argue that many parents encourage boys to take risks, earn money in part-time jobs, and participate in competitive team sports, but are more likely to encourage girls to play collaboratively and value interpersonal affiliation.

Sara Laschever

Sara Laschever

These differences enable boys to practice negotiating and competing, and to tolerate disrupted interpersonal relationships, according to Babcock and Laschever.

John List

John List

University of Chicago’s John List, Andreas Leibbrandt, and Jeffrey Flory also concluded that the gender-based wage gap may be attributed to women’s tendency not to negotiate salaries and to avoid competitive work roles.

The researchers posted two identical job ads on internet job boards with different wage structures:  One offered hourly pay whereas the other had pay dependent on performance compared to their coworkers.
More women than men applied (1,566 women and 1,136 men) and more women applied to the hourly wage role.

Andreas Leibbrandt

Andreas Leibbrandt

List, Leibbrandt, and Flory reported that men were 94 percent more likely than women to seek and thrive in competitive work roles in a study of nearly 7,000 job seekers across 16 large American cities.
This gender gap “more than doubled” when the reward for performance rose.
Women were far more likely to walk away from a competitive workplace, though not if there were no other good options in their community.

Jeffrey Flory

Jeffrey Flory

In contrast, women were more likely to apply if the performance relied on teamwork, not on the individual, or if the salary was a flat fee independent of their performance.

When there was no explicit statement that wages are negotiable, as is most frequently true in recruiting situations, men were more likely to negotiate than women.
However, when wages were “negotiable,” this difference disappeared, and even reversed when women had explicit “permission” to ask for higher salaries and job titles.

Babcock’s research also found that women and men evaluate negotiation and interpersonal behavior differently:  Negotiation practices and words that are generally judged “acceptable” for men are frequently assessed as “overly aggressive” when women use them.
As a result of this differential evaluation of negotiation practices, Babcock and Laschever urge women to:

  • Define goals, acknowledging that “everything is negotiable”
  • Research their “market worth” in comparative jobs. Salary.com and Glassdoor.com are two sources
  • Re-examine possible low sense of entitlement to higher salaries and job roles, and related negotiation anxiety
  • Plan negotiation rationale (citing specific accomplishments, results, value to the organization)
  • Practice a positive-stated, confident negotiation “pitch,” offer timing (setting an advantageous anchor point) and counterarguments to mitigate objections
  • Plan counter-offers, “self-talk” to resist conceding and to manage anxiety and  maintain interpersonal rapport

Their later skill-building guide, Ask For It: How Women Can Use the Power of Negotiation to Get What They Really Want, advocates collaborative negotiation by cooperative bargaining in which both people derive value from the negotiation conversation. Ask for It
Babcock and Laschever outline a six week “Negotiation Gym” to build negotiation courage, comfort, skill, stamina, and strength while focusing

Linda Babcock

Linda Babcock

on the negotiation goal and delivering value for all parties.

Linda Babcock Video

NegotiationGetting to YesBasic negotiation principles are shared in Roger Fisher and William Ury’s classic Getting to Yes: Negotiating without Giving In and more recently by Roy Lewicki of Ohio State University, David Saunders of Queen’s University, and Bruce Barry of Vanderbilt in their research-based guide to Negotiation.

Leigh Thompson

Leigh Thompson

Leigh Thompson of Northwestern University reported that 93% of all negotiators fail to ask “diagnostic questions” to uncover the negotiation partner’s most important needs, priorities, preferences, and even fears.
Her research demonstrated uncovering this information can dramatically improve negotiation outcomes.
The Mind and Heart of the Negotiator recommends other negotiation “best practices.” The Mind and Heart of the Negotiator

Knowing Your ValueTelevision journalist Mika Brzezinski echoes Babcock and Laschever recommendations in Knowing Your Value: Women, Money, and Getting What You’re Worth.
She interviewed prominent women and men to learn their views on the persistent wage gap across genders and distilled latest research, disconcerting labor statistics, and more recommendations for action:

  • Research
  • Leverage
  • Negotiate
  • Re-negotiateHardball for Women
Pat Heim

Pat Heim

More than two decades ago, Pat Heim pointed to a research uncovering the source of women’s possible reluctance to negotiate:  Gender differences in attributions of success and failure in her Hardball for Women:

  • Women attribute failures to themselves (“internalizing”, “taking it personally) whereas men to external factors (“blaming”, “rationalizations”)
  • In contract, women attribute success to external factors (“deflection of merit”); men to themselves (“self-bolstering”)

Heim observed that men are typically promoted because they are seen to have “potential,” whereas women are typically promoted based on their results and accomplishments,

She shared research findings that demonstrate that men judge women as less authoritative when wearing “business casual” attire rather than when wearing a business suit.
However, men did not judge men as less authoritative when wearing less formal clothing.

These finding suggest that women can systematically develop the skills and enact the behaviors required to close the well-documented wage gap between professional women and men.

-How do you prepare for negotiations and overcome objections during negotiations?

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