When Silence Spells Trouble at Work
Harvard Business School professor Leslie A. Perlow explains how being nice can lead to disastrous results in this Harvard Business Review excerpt.
Silence is associated with many virtues: modesty, respect for others, prudence, decorum. Thanks to deeply ingrained rules of etiquette, people silence themselves to avoid embarrassment, confrontation, and other perceived dangers. There's an old saying that sums up the virtues of silence: "Better to be quiet and thought a fool than to talk and be known as one." The social virtues of silence are reinforced by our survival instincts. Many organizations send the message—verbally or nonverbally—that falling into line is the safest way to hold on to our jobs and further our careers. The need for quiet submission is exaggerated by today's difficult economy, where millions of people have lost their jobs and many more worry that they might. A Dilbert cartoon poignantly expresses how pointless—and perilous—many people feel it is to speak out. Dilbert, the everyman underling, recognizes that a senior executive is making a poor decision. "Shouldn't we tell her?" he asks his boss, who laughs cynically. "Yes," the boss replies. "Let's end our careers by challenging a decision that won't change. That's a great idea."
To be sure, people who speak out sometimes get their day in the sun: Sherron Watkins of Enron, Cynthia Cooper of WorldCom, and Coleen Rowley at the FBI all ended up on the cover of Time as "Persons of the Year." But public recognition of a few people does not mean that speaking out is necessarily viewed as courageous or praiseworthy. Most individuals who go against their organizations or express their concerns publicly are severely punished. If they're not fired outright, they're usually marginalized and made to feel irrelevant.
Our research shows that silence is not only ubiquitous and expected in organizations but extremely costly to both the firm and the individual.
—Leslie A. Perlow
But it is time to take the gilt off silence. Our research shows that silence is not only ubiquitous and expected in organizations but extremely costly to both the firm and the individual. Our interviews with senior executives and employees in organizations ranging from small businesses to Fortune 500 corporations to government bureaucracies reveal that silence can exact a high psychological price on individuals, generating feelings of humiliation, pernicious anger, resentment, and the like that, if unexpressed, contaminate every interaction, shut down creativity, and undermine productivity.
Take the case of Jeff, a team leader at a Fortune 100 company who was working on a large, long-term, high-pressure project. Each Tuesday, Jeff and his peers had a project management meeting (PMM) with Matt, their boss. Jeff would start writing his weekly update reports on Wednesday, continuing to work on them when he had time on Thursday and Friday, working even into the weekend. On Monday morning, he would hand in his document to Matt. Jeff figured that a weekly update was probably useful for Matt; all the same, he felt deeply frustrated at the time he was wasting writing the elaborate reports. Yet despite complaining endlessly to his peers, week after week Jeff said nothing to Matt. With each act of silence, Jeff's resentment grew and his respect for Matt disintegrated, even as Jeff became more and more uncomfortable with the idea of questioning Matt. And so the process continued, as the project fell further behind schedule. For his part, when Matt was asked about the value of the PMM, he was mystified: "Not to insult my team leaders, but in my mind, every Tuesday morning I have a Painfully Meaningless Meeting."
The fact that no one suggested an alternative to the PMM was fairly typical of our findings. Individuals are frequently convinced that keeping quiet is the best way to preserve relationships and get work done. In the following pages, we will examine what makes this sort of silence so prevalent in organizations. ...
How easy it is for a boss to send a powerful signal that a worker should be quiet.
—Leslie A. Perlow
Silence often starts when we choose not to confront a difference. Given the dissimilarities in our temperaments, backgrounds, and experiences, it's inevitable that we will have different opinions, beliefs, and tastes. Most of us recognize the value of such variety: Who really wants to go into a brainstorming session with people who all have the same views and ideas? But we're also aware of how terribly painful it can be to raise and work through differences. The French word différend, tellingly, means "quarrel." Not surprisingly, most people decide it's easier to cover up their differences than to try to discuss them.
Our research shows that this tendency to remain silent rather than express a difference exists both in individual relationships and in groups, where we fear a loss of status or even expulsion if we differ from the rest. Most of us can remember from our adolescence how compelling the desire was to conform. Even as adults, many people in organizations are willing to go to enormous lengths to get along with members of their work groups—at least superficially. We do what we believe other group members want us to do. We say what we think other people want us to say.
Consider what happened at one off-site meeting of top management at a Web-based education company. Concerned about the company's vision, the managers met to share and discuss different perspectives. But one speaker after another just echoed what the previous speaker had said. When any manager did dare to dissent, a colleague would quickly dismiss his idea. Having effectively tabled every discussion in which disagreement surfaced, the management team crowed about the level of "consensus" they had achieved. One by one, team members celebrated their achievement. The head of marketing went first. "We made some great progress today," he said, "I'm excited—passionate—committed to the future. " The CFO continued, "I thought today was going to be a lot uglier. I expected battles. Yet things were remarkably consistent." Yet despite the outward expression of consensus, at the end of the day, many of the attendees privately despaired that the off-site had been a waste of time. By silencing themselves and one another, they failed to create a compelling vision, and the company continued with no clear direction.
Pressure for unanimity
This meeting shows how the pressure for unanimity can prevent employees of roughly equal grade and status—even top managers—from exploring their differences. More familiar to many is the pressure to keep silent that's created by differences in rank. How easy it is for a boss to send a powerful signal that a worker should be quiet. Take the case of Robert and Linda. Robert was an attorney in charge of his law firm's support staff. Linda, who was head of the library, came to Robert one day to complain about the performance evaluation process. She felt that many of the lawyers weren't being fair in their evaluations of the library staff and that they shouldn't have the automatic right to determine the librarians' raises and promotions. Robert disagreed. "If you think of the lawyers as your clients," he advised, "you can see why they have every expectation to be able to critique the quality of service." When Linda pressed again, Robert got irritated and said, "This is the way we do it around here, and this is the way it's going to continue!" Linda said nothing more and quietly left his office.
At least Linda tried to speak up. Many members of organizations silence themselves before the boss has the slightest inkling of what they're thinking. Often in these instances, employees use silence as a strategy to get ahead. Consider Don, a senior analyst at an investment bank who carefully keeps his opinions to himself when he's around his superiors. "It comes down to the hierarchical nature of the bank," he says. "Basically you're just trying to make the person above you love you so you'll get a big bonus. If you start raising uncomfortable questions and being holier-than-thou, you may be absolutely right, but you shoot yourself in the foot. What the managing director says goes."
And it's not just that subordinates feel pressure to keep silent with their bosses. Bosses also may feel uncomfortable expressing their differences with subordinates. It is frequently difficult for managers, for instance, to give negative performance feedback to subordinates—especially in organizations that place a high value on being polite and avoiding confrontation.
Excerpted with permission from "Is Silence Killing Your Company?," Harvard Business Review, Vol. 81, No. 5, May 2003.
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