who said it?
Pros: He's classy, he gets me. He went to Cornell. I trust him.
Cons: I don't really trust him.
Michael Scott about Andy Bernard from The Office
This person/character breaks team’s trust in by secretly forcing everyone to partake in seemingly random tasks for his personal agenda, not for team success.
Michael Scott
In “Beach Games,” what key information does Michael fail to communicate to the office, causing confusion and competition?
He is secretly choosing the new branch manager
What did Ben lack on the Red team in Hell's Kitchen that Conchie & Burns (2008) studied?
Open communication
"While the link between open communication and trust seems to be a simple process, it's been shown that trust is fragile; it is difficult to build but easy to lose."
Conchie & Burns (2008)
____ tie networks bonds increase feelings of trust, credibility, and reciprocity from Sherblom et al. (2021)
Strong tie networks
Who went home in the Hell's Kitchen episode and why?
Fran struggled repeatedly at her station, sending up undercooked meats, and fell behind on timing. She was not demonstrating the resilience, communication, or technical skills needed to stay. Her mistakes slowed the kitchen and broke team coordination.
In Hell's Kitchen, contestants forced to lead a station while being yelled at experience the ____ tension from Sherblom et al (2021). Described as the conflict between who they believe they are and who the situation demands they become.
Identity tension
'Viewing resilience as a system of both communication processes and relational attributes offers a fuller description of its relationship to these dimensions of psychological stress."
Sherblom, Umphrey & Swiatkowski (2021)
Resilience, Identity Tension, Hope, Social Capital, and Psychological Stress During a Pandemic
According to Conchie & Burns (2008), trust beliefs increase when organizations use this type of communication about risk.
Open communication
How is Pam's speech at the end of the episode an example of resilience?
She faces a threatening and vulnerable moment, communicates authentically, and redefines her role in the group instead of remaining silent.
In The Office episode, the Scranton branch does not show great teamwork, familiarity, or emotional support to deal with uncertain situations (using the bonds created in the network). This demonstrates the importance of what measure from Sherblom et al. (2021)
*Hint: there are two types - low and weak ties
Social Capital
DAILY DOUBLEEEEE!!!!
If either of these guys are put in charge of the office, I will transfer to Albany
I would rather work for an upturned broom with a bucket for a head than work for somebody else in this office besides myself. Game on.
Oscar Martinez and Stanley Hudson, from the Office
Gordon Ramsay yells at chefs when they fail to coordinate. How does this type of high-pressure feedback affect the team’s trust in leadership?
hint: think about a psychological principle that explains why just 1 harsh comment from Gordon Ramsay sticks longer than 10 compliments.
It can build trust if leaders are seen as enforcing standards fairly OR erode trust if perceived as arbitrary or humiliating (trust assymetry/negativity bias)
Give at least 2 of the 5 processes of collective group communication that constitute resilience from Sherblom et al. (2021)
individual and group identity anchors
alternative logics
positive emotion
new normalcies
communication networks
According to the first component of psychological stress in Sharblom et al (2021), which aspects of the beach games in the office relate to the different measures of this:
(1) nervous and stressed/sensing that life is out of control
(2) not being able to cope and being emotionally angered
(3) Unexpected things are happening
(2) When they are finally told what winning the games meant
(3) coal walk, hot dog eating competition, comedy show, egg and spoon race
"The difference between a high-performing team and a dysfunctional one often comes down to whether people trust each other enough to say what actually needs to be said"
TRICK! No one --> but discuss who would be likely to say this or what paper it would appear in?
Think about a high-stress or high-stakes situation from Hell’s Kitchen or The Office. How could a leader have communicated differently to maintain trust? Discuss the trade-offs between transparency, honesty, and the potential for causing anxiety or stress.
[discuss amongst selves]
What communication strategies work well in your lives (or in the episodes) and which have/did not? Consider factors like verbal clarity, nonverbal cues, timing, and consistency. Are there other communication paradigms or strategies you would focus on in future research to improve trust and team performance in high-stress situations?
[no correct answer]
Think about a time in your life—at work, school, or in a personal relationship—when a problem arose because of a lack of trust or poor communication. How did the situation unfold, and what could have been done differently to prevent the issue? How does reflecting on this experience connect to what we’ve seen in Hell’s Kitchen, The Office, or the research articles on trust and communication?
[whatever you are comfortable sharing out]