Can silence of associates kill a company?

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.
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. From there, we will discuss the personal and organizational costs of silence, which often remain hidden for long periods of time even as they grow exponentially with each additional act of silence. Finally, we will investigate several ways to break free from the insidious silent sink.