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  • 20 Feb 2020
  • Op-Ed

Love in the Office Is Wonderful. Except for CEOs.

string of firings of big corporate CEOs who had “inappropriate relationships” included the chief executives of McDonald’s, Priceline Group, Lockheed Martin, Best Buy, and countless others. In truth, the terminations were not over View Details
Keywords: by Regina Herzlinger
  • 06 Mar 2006
  • Research & Ideas

Four Strategies for Making Concessions

would really love to hear this praise is her boss (or other potential customers). In this way, she defines for the appreciative customer how best to reciprocate. 3. Make Contingent Concessions One hallmark of a good working relationship... View Details
Keywords: by Deepak Malhotra
  • 19 Oct 2010
  • First Look

First Look: October 19, 2010

give more, that giving indeed causes increased happiness, and that these two relationships may operate in a circular fashion. Second, we consider whether advertising these benefits of charitable giving—asking people to give in order to be... View Details
Keywords: Sean Silverthorne
  • November 2017
  • Teaching Note

Tencent

By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 718-426. Tencent had undergone many transformations since it was founded in 1998 as a simple messaging service. In 2017, it was the largest online games provider in China with a wide range of game types, China’s largest social networking... View Details
Keywords: Tencent; Tencent Holdings; WeChat; Social Networking; Social Networks; Gaming; Gaming Industry; Video Games; Computer Games; Mobile Gaming; Portals; Payments; Mobile Payments; O2O; Online-to-offline; E-commerce; Messaging; Subscription Model; Freemium; Mobile App Industry; Smartphone; PC; Monetization Strategy; Antitrust; Streaming; Cloud Computing; Artificial Intelligence; Big Data; Alibaba; Facebook; JD.com; Tesla; Bundling; Synergies; Digital Strategy; Imitation; Licensing; Agility; Entry Barriers; Online Platforms; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Conglomerates; Business Growth and Maturation; Business Organization; For-Profit Firms; Joint Ventures; Restructuring; Communication Technology; Blogs; Interactive Communication; Interpersonal Communication; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Investment; Investment Portfolio; Price; Revenue; Geographic Scope; Cross-Cultural and Cross-Border Issues; Global Strategy; Multinational Firms and Management; Globalized Markets and Industries; Business History; Innovation Strategy; Technological Innovation; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Product Positioning; Social Marketing; Network Effects; Market Entry and Exit; Digital Platforms; Industry Growth; Monopoly; Media; Distribution Channels; Service Delivery; Organizational Change and Adaptation; Organizational Structure; Public Ownership; Problems and Challenges; Business and Government Relations; Groups and Teams; Networks; Opportunities; Social and Collaborative Networks; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Cooperation; Corporate Strategy; Diversification; Expansion; Horizontal Integration; Vertical Integration; Information Technology; Internet and the Web; Mobile and Wireless Technology; Applications and Software; Information Infrastructure; Value Creation; Emerging Markets; Product Development; Segmentation; Business Units; Communication; Profit; Communications Industry; Entertainment and Recreation Industry; Financial Services Industry; Information Industry; Information Technology Industry; Media and Broadcasting Industry; Motion Pictures and Video Industry; Music Industry; Service Industry; Technology Industry; Telecommunications Industry; Video Game Industry; Web Services Industry; Asia; China; Canton (province, China)
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  • Article

Conversational Receptiveness: Expressing Engagement with Opposing Views

By: M. Yeomans, J. Minson, H. Collins, H. Chen and F. Gino
We examine “conversational receptiveness”—the use of language to communicate one’s willingness to thoughtfully engage with opposing views. We develop an interpretable machine-learning algorithm to identify the linguistic profile of receptiveness (Studies 1A-B). We then... View Details
Keywords: Receptiveness; Natural Language Processing; Disagreement; Interpersonal Communication; Relationships; Conflict Management
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  • May 2009 (Revised August 2010)
  • Case

The Jenner Situation

By: Richard G. Hamermesh, Andy Whittemore and Eliot Sherman
Dr. Bill Lemont is the new chief medical officer of a large academic medical center. During his first week on the job he has become aware of the abusive behavior and temper outbursts of a prominent orthopedic surgeon. How Dr. Lemont handles the situation will be... View Details
Keywords: Interpersonal Communication; Employee Relationship Management; Managerial Roles; Behavior; Conflict Management; Health Industry
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  • April 2011 (Revised May 2011)
  • Case

EMC2: Delivering Customer Centricity

By: Thomas Steenburgh and Jill Avery
This case introduces the concept of customer centricity and traces its development at EMC, the world's leading data storage hardware and information management software company. EMC's customers had historically relied on EMC salespeople to guide them through the... View Details
Keywords: Business Model; Interpersonal Communication; Customer Relationship Management; Knowledge Acquisition; Marketing Strategy; Organizational Change and Adaptation; Salesforce Management; Social and Collaborative Networks; Internet; Information Technology Industry
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  • 10 Mar 2020
  • Research & Ideas

The Little Understood Problem Confronting Diverse Workplaces

other institutions such as business. The imperfect, all-too-human process takes place on organizational, individual, and interpersonal levels. It is one of ongoing adjustment and iteration, they write, with all of the awkward missteps and... View Details
Keywords: by Julia Hanna
  • 17 Aug 2010
  • First Look

First Look: August 17

their resources-knowledge of each other and knowledge of their work-into superior performance. We develop and test theory linking these resources to communication quality. We demonstrate that interpersonal familiarity is a critical... View Details
Keywords: Martha Lagace
  • 2017
  • Simulation

Global Collaboration Simulation: Tip of the Iceberg

By: Tsedal Neeley
This online simulation teaches students about the difficulties in cross-cultural communication and managing global teams. Communicating via chat, teams of 4 or 5 students race against the clock to prepare a VC presentation. Students are assigned the role of a native... View Details
Keywords: Cross-Cultural and Cross-Border Issues; Interpersonal Communication; Groups and Teams; Social and Collaborative Networks
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  • 23 Apr 2013
  • First Look

First Look: April 23

financial crisis of 2008 laid bare the hidden network of relationships in corporate governance: who owes what to whom, who will stand by whom in times of crisis, what governs the provision of credit when no one seems to have credit. This... View Details
Keywords: Sean Silverthorne
  • 11 Jan 2022
  • Research & Ideas

Feeling Seen: What to Say When Your Employees Are Not OK

verbally recognizing how employees feel, particularly when they are sad, upset, or angry, helps coworkers form a much deeper connection. The team’s paper, Emotional Acknowledgement: How Verbalizing Others’ Emotions Fosters Interpersonal... View Details
Keywords: by Pamela Reynolds
  • 02 Oct 2006
  • Research & Ideas

Negotiating in Three Dimensions

For its representative in these critical talks, the board should have hired an outside specialist, with properly aligned interests and incentives. More generally, you should look hard at a potential agent's other interests and View Details
Keywords: by Martha Lagace
  • May 2011
  • Article

The Power of Small Wins

By: Teresa M. Amabile and Steven J. Kramer
What is the best way to motivate employees to do creative work? Help them take a step forward every day. In an analysis of knowledge workers' diaries, the authors found that nothing contributed more to a positive inner work life (the mix of emotions, motivations, and... View Details
Keywords: Creativity; Interpersonal Communication; Employee Relationship Management; Leadership; Performance Effectiveness; Emotions; Motivation and Incentives; Groups and Teams; Collaborative Innovation and Invention; Innovation Leadership; Working Conditions; Management Practices and Processes; Management Skills; Mission and Purpose; Organizational Culture; Performance Productivity; Attitudes; Behavior; Happiness; Perception; Trust; Time Management; Resource Allocation; Business or Company Management; Goals and Objectives; Managerial Roles
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  • 04 Feb 2014
  • What Do You Think?

Has Listening Become a Lost Art?

book that points out the counter-intuitive relationship between success and listening to customers: The Innovator's Dilemma. Whether or not that is an accurate representation of Clay Christensen's book, it raises another interesting... View Details
Keywords: by James Heskett
  • 09 Aug 2016
  • First Look

August 9, 2016

decisions about, the person who expressed emotion. In Studies 1a–c, participants viewed individuals who reframed distress as passion as more competent than those who attributed distress to emotionality or made no attribution. In Studies 2a–b, reframing emotion as... View Details
Keywords: Sean Silverthorne
  • 31 Jan 2007
  • HBS Case

When Good Teams Go Bad

What could better symbolize high-level business performance than an eight-oared crew team rowing in perfect unison, their boat powered by a selfless collaboration of strength, skill, and shared purpose? It's no wonder that advertisers love to use this image to depict... View Details
Keywords: by Garry Emmons
  • September 2013 (Revised August 2015)
  • Background Note

Leadership and Teaming

By: Ethan Bernstein
Small differences in the leadership of teams can have large consequences for the success of their efforts. Many initiatives fail not because of a fatal error in judgment or insufficient ideas, knowledge, motivation, or capabilities to deliver a solution. They fail... View Details
Keywords: Teams; Teaming; Leadership And Managing People; Leadership; Team Effectiveness; Team Performance; Team Design; Team Leadership; Teamwork; Team Process; Team Function; Team Launch; 60/30/10 Rule; Team Boundary; Distribution Of Leadership Authority; Self-Managed Teams; Virtual Teams; Unbounded Teams; Acts Of Leadership; Execution Teams; Decision Making Teams; Creativity Teams; Team Size; Task Design; Team Timeline; Team Roles; Team Representation; Diversity; Team Familiarity; Collective Intelligence; Team Stages Of Development; Team Coaching; Performance Pressure; X-Teams; Team Focus; Interaction; Management Teams; Managerial Roles; Management Systems; Management Style; Management Skills; Management Practices and Processes; Organizational Design; Organizational Structure; Performance Effectiveness; Performance Efficiency; Performance Productivity; Groups and Teams; Networks; Social Psychology; Behavior; Conflict and Resolution; Creativity; Social and Collaborative Networks; Satisfaction; Prejudice and Bias; Power and Influence; Personal Characteristics; Familiarity; Cognition and Thinking; Attitudes; Projects; Organizational Culture; Organizational Change and Adaptation; Leadership Development; Leadership Style; Leading Change; Knowledge Use and Leverage; Knowledge Sharing; Collaborative Innovation and Invention; Innovation and Management; Innovation Leadership; Design; Interpersonal Communication; Accommodations Industry; Accounting Industry; Advertising Industry; Aerospace Industry; Agriculture and Agribusiness Industry; Air Transportation Industry; Apparel and Accessories Industry; Auto Industry; Banking Industry; Battery Industry; Beauty and Cosmetics Industry; Bicycle Industry; Biotechnology Industry; Chemical Industry; Communications Industry; Computer Industry; Construction Industry; Consulting Industry; Consumer Products Industry; Distribution Industry; Education Industry; Electronics Industry; Employment Industry; Energy Industry; Entertainment and Recreation Industry; Fashion Industry; Financial Services Industry; Fine Arts Industry; Food and Beverage Industry; Forest Products Industry; Forestry Industry; Green Technology Industry; Health Industry; Industrial Products Industry; Information Industry; Information Technology Industry; Insurance Industry; Journalism and News Industry; Legal Services Industry; Manufacturing Industry; Media and Broadcasting Industry; Medical Devices and Supplies Industry; Mining Industry; Motion Pictures and Video Industry; Motorcycle Industry; Music Industry; Pharmaceutical Industry; Public Administration Industry; Public Relations Industry; Publishing Industry; Pulp and Paper Industry; Rail Industry; Real Estate Industry; Retail Industry; Rubber Industry; Semiconductor Industry; Service Industry; Shipping Industry; Sports Industry; Steel Industry; Technology Industry; Telecommunications Industry; Tourism Industry; Transportation Industry; Travel Industry; Utilities Industry; Video Game Industry; Web Services Industry; Asia; North and Central America; South America; Atlantic Ocean; Central Asia; Europe; Latin America; Middle East; Oceania; West Indies
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  • 14 Oct 2021
  • In Practice

Reunited and It Feels (Not) So Good: Tips for Managing a Rocky Return

will be able to retain the work-life flexibility that they now crave. Employers will retain and attract productive people who will love their work life. Employers should seize the opportunity to modernize their relationship with... View Details
Keywords: by Kristen Senz
  • 17 Sep 2019
  • Cold Call Podcast

How a New Leader Broke Through a Culture of Accuse, Blame, and Criticize

Keywords: Re: Amy C. Edmondson; Health

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