Humility Learning from Others 2017 Amy Newman Agenda

Humility: Learning from Others © 2017, Amy Newman

Agenda Defining Humility Analyzing Company Examples • Uber • Lyft • Two Chefs Reflecting on Our Own Skills Applying Concepts to Mini-Cases © 2017, Amy Newman 1

Humility Defined Seeing and handling our own and other’s limitations. “Being unimpressed with ourselves” (Garcia, 2006). © 2017, Amy Newman 2

Humility Can Be Observed By Others We see the following when humility is expressed: ◦ A focus on learning and personal growth ◦ An accurate perception of self, which is dependent on interactions with others ◦ Recognition of personal limitations and honest selfdisclosure ◦ An appreciation of strengths and contributions of others - Owens, Johnson, Mitchell, 2013 © 2017, Amy Newman 3

Uber Scandals Illustrate a Lack of Humility © 2017, Amy Newman 4

Uber Scandals Illustrate a Lack of Humility (cont’d) © 2017, Amy Newman 5

The Last Straw: Kalanick Argues with a Driver © 2017, Amy Newman 6

Kalanick Apologizes—Sort-of © 2017, Amy Newman 7

A “Level 5” Leader Demonstrates Personal Humility and Professional Will Personal Humility Professional Will Inspires others by setting high standards; doesn't rely on charm or rank. Achieves excellence; does what it takes to overcome obstacles. Takes responsibility for failure; doesn't Views failure as a learning opportunity; blame others. is determined to do better next time. Is modest; doesn't boast about accomplishments. Credits others for success; acknowledges good fortune or circumstances. Identifies and develops successors; prioritizes company goals over personal goals. Is most dedicated to the long-term success of the company. © 2017, Amy Newman 8

Lyft Offers a Better Example “While we are proud of the values and actions that have always distinguished us, this is not a time to gloat, particularly when many of the events are rooted in personal pain for several individuals. ” - John Zimmer, Lyft CEO, Email to Staff © 2017, Amy Newman 9

An Assessment Teaches Us About Humility © 2017, Amy Newman 10

Part of Humility Is Perspective Taking Dear Employee: I am every manager. I’m known by many labels: owner, executive, department head, supervisor, team leader, boss. . . and sometimes a few less flattering ones I’d rather not mention but do know exist. I am woman, and I am man. I’m every color, every belief, and every size. I’m old, young, and everything in between. I’ve worked here longer than you and not as long as you. I am a son. I am a daughter. I’m married and single, a parent and without children. I’m alone and I’m surrounded by people I care about deeply. Like you, I am a human being filled with joys, fears, frustrations, and hopes. Behind my “management façade” I feel, I laugh, and yes, I occasionally hurt. And, like you, I want to be understood, accepted, and appreciated. The following pages are about opening up to you—about sharing my feelings on just a few of the many aspects of my job and how they affect me. Some of what you read may surprise you. . . some may bring a laugh or two. All of these pages, I hope, will encourage you to see me in a new and perhaps much different light. I ask that you receive these messages with the same level of compassion and understanding that you wish from me as I read the flip side of this book. Chances are we’re not as different as you may think. And just maybe you’ll be more inclined to “meet me in the middle” where we can begin a new and better working relationship. Hear me. Understand me. Walk awhile in my shoes. © 2017, Amy Newman 11

Two Chefs Illustrate Humility Both received scathing reviews from Pete Wells of The New York Times. Excerpt about David Chang’s Momofuku Nishi: Too much of the cooking at Nishi is self-referential, inward looking and so concerned with technique that you can’t help being conscious of it. In his early days, Mr. Chang served the kind of food chefs like to eat: intense, animalistic, O. K. with messiness, indifferent to prettiness. Nishi serves the kind of food chefs cook to impress one another. - Wells, 2016 © 2017, Amy Newman 12

Two Chefs Illustrate Humility Excerpt about Thomas Keller’s Per Se, where you’ll pay $325 for a nine-course tasting menu: The kitchen could improve the bacon-wrapped cylinder of quail simply by not placing it on top of a dismal green pulp of cooked romaine lettuce, crunchy and mushy at once. Draining off the gluey, oily liquid would have helped a mushroom potpie from turning into a swampy mess. I don’t know what could have saved limp, dispiriting yam dumplings, but it definitely wasn’t a lukewarm matsutake mushroom bouillon as murky and appealing as bong water. . Servers sometimes give you the feeling that you work for them, and your job is to feel lucky to receive whatever you get. - Wells, 2016 © 2017, Amy Newman 13

David Chang’s Response Lacks Humility “I can’t ever read that review again—I’ll get so ___ angry, I’ll die. I made a lot of that food! I tasted it! It was delicious. And. . . ___! I believe in the ___ food we make in that restaurant, I believe it to be really delicious, I believe it to be innovative. . . ” - Chang, Interview with The New Yorker, 2016. © 2017, Amy Newman 14

Thomas Keller Illustrates a Better Example © 2017, Amy Newman 15

Thomas Keller Illustrates a Better Example Discuss in teams: ◦ In what ways does Keller’s response illustrate humility? ◦ How do you think Per Se guests might have reacted to the message? ◦ What else, if anything, could Keller have done differently in his response? © 2017, Amy Newman 16

Self-Reflection Questions ◦ Think about someone you consider humble. What examples of humility do you see? ◦ Think about someone you consider arrogant. What elements of humility is this person lacking? ◦ When have you asked for and avoided asking for help? When is this difficult for you? ◦ When have you asked for and avoided asking for feedback? When is this difficult for you? ◦ What is your typical approach to receiving feedback? How could you be more open to feedback? ◦ Think about a time when you put others above yourself. What were the circumstances, and why do you think you took this approach? What could you have done differently to make space for others? ◦ Think of a time when you had trouble seeing a different point of view or taking multiple perspectives. Why do you think it was difficult for you, and what could you have done differently? © 2017, Amy Newman 15

Mini-Cases Consider the following scenarios. On your own or with a partner, discuss the best course of action in each case. What would you do, and what factors into your decision? SCENARIO 1 You were just awarded Employee of the Month, announced at a department meeting. Everyone is applauding you. How do you respond? What do you say when people congratulate you later? SCENARIO 2 You’re at a meeting about a new project, and you’re feeling lost. After dividing up work, your team members seem clear about their responsibilities, but you are not. The meeting is wrapping up, and they’re making plans to share completed work in three days. What would you do? SCENARIO 3 An employee who reports to you asks for a meeting. He tells you that he and others in the department need clearer direction from you. They aren’t sure what you need when you assign work. You’re both uncomfortable during the meeting, but the employee says he thought it was important to tell you. How would you handle the situation with this employee and the rest of the team? © 2017, Amy Newman 18

References and Further Reading Brené Brown, Daring Greatly: How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent and Lead (New York: Avery, 2015), p. 22. Adam Bryant, "Lyft’s John Zimmer on Empowering Others to Help Them Grow, " Interview with John Zimmer, The New York Times, Corner Office, July 21, 2017, https: //www. nytimes. com/2017/07/21/business/corner-office-lyft-presidentjohn-zimmer. html, accessed August 31, 2017. Jim Collins, “Level 5 Leadership: The Triumph of Humility and Fierce Resolve, ” Harvard Business Review, July – August 2005, https: //hbr. org/2005/07/level-5 -leadership-the-triumph-of-humility-and-fierce-resolve, accessed June 28, 2017. Mary Crossan, Gerard Seijts, and Jeffrey Gandz, Developing Leadership Character (New York: Routledge, 2016), p. 81. Jorge L. A. Garcia, “Being Unimpressed with Ourselves: Reconceiving Humility, ” Philosophia, Vo. 34 (2006), pp. 419 – 424. Eric Harvey and Steve Ventura, Walk Awhile in My Shoes (Dallas: Performance Systems Corporation, 1996). Mike Isaac, "Uber's CEO Plays With Fire, " The New York Times, April 23, 2017, https: //www. nytimes. com/2017/04/23/technology/travis-kalanick-pushes-uber-and-himself-to-the-precipice. html, accessed June 28, 2017. Travis Kalanick, "A profound apology, " Uber Newsroom, February 28, 2017, https: //newsroom. uber. com/a-profoundapology/, accessed July 7, 2017. Thomas Keller, “To Our Guests, ” Thomas Keller Website, https: //www. thomaskeller. com/messagetoourguests, accessed July 1, 2017. Humility Assessment Adapted from Rob Nielsen, Jennifer A. Marrone, and Holly S. Ferraro, Leading with Humility (New York: Routledge, 2014), p. 113 – 115. © 2017, Amy Newman 17

References and Further Reading Amy Newman, Building Leadership Character: Lessons from Communication Failures (Thousand Oaks: Sage Publishing, 2018). Bradley P. Owens, Michael D. Johnson, and Terence R. Mitchell, “Expressed Humility in Organizations: Implications for Performance, Teams, and Leadership, ” Organization Science, Vol. 24, Issue 5 (2013), pp. 1517 – 1538. Ian Parker, "Pete Wells Has His Knives Out, " The New Yorker, September 12, 2016, http: //www. newyorker. com/magazine/2016/09/12/pete-wells-the-new-york-times-restaurant-critic, accessed July 1, 2017. Kevin Roose, "As Uber Stumbles, Lyft Sees an Opening, and Bites Its Tongue, " The New York Times, June 27, 2017, https: //www. nytimes. com/2017/06/27/business/lyft-uber-john-zimmer. html, accessed July 2, 2017. Daryl R. Van Tongeren, Don E. Davis, and Joshua N. Hook, "Social benefits of humility: Initiating and maintaining romantic relationships, " The Journal of Positive Psychology, Vol. 9, Issue 4 (2014), pp. 313 - 321. Gabe Ulla, "Thomas Keller on That New York Times Review and the Future of Per Se, ” Town and Country Magazine, September 8, 2016, http: //www. townandcountrymag. com/leisure/arts-and-culture/a 7685/thomas-keller-per-se-newyork-times-review, accessed July 1, 2017. Pete Wells, "At Momofuku Nishi, David Chang’s Magic Shows a Little Wear, " The New York Times, May 17, 2016, https: //www. nytimes. com/2016/05/18/dining/momofuku-nishi-review. html, accessed July 1, 2017. Pete Wells, "At Thomas Keller’s Per Se, Slips and Stumbles, " The New York Times, January 12, 2016, https: //www. nytimes. com/2016/01/13/dining/pete-wells-per-se-review. html, accessed July 1, 2017. Julia Carrie Wong, "Uber CEO Travis Kalanick caught on video arguing with driver about fares, " The Guardian, March 1, 2017, https: //www. theguardian. com/technology/2017/feb/28/uber-ceo-travis-kalanick-driver-argument-video-fareprices, accessed June 28, 2017. © 2017, Amy Newman 17