When “groupthink” handicaps the front office

Wells Fargo Bank shows that fixing problems may be most difficult for successful companies When I first worked for a major insurance company in the mid-1980s, I worked at headquarters with about 1,000 other employees. Many ate lunch in the headquarters cafeteria. We in the Corporate Communications Department often had contact with members of the Executive…

Are there any adults in the room?

As two highly successful young executives demonstrate, sometimes you can be “too smart for your own good” – especially when, in spite of your success, you overlook the opinions of others and the need to manage your reputation. While the executives have distinct styles and personalities, the hubris displayed by each may lead to entirely…

Can you insure your reputation?

Early in my career, the CEO of the insurance company I worked for called us in public relations the “fire department.” In other words, we were the ones called in to deal with unexpected issues or threats – for example, a regulatory action not in our favor, an income shortfall or an unexpected or controversial…