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Publications

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  • All HBS Web  (95)
    • Faculty Publications  (22)

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    • All HBS Web  (95)
      • Faculty Publications  (22)

      Interpersonal Trust Remove Interpersonal Trust →

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      • Article

      Managing a Polarized Workforce: How to Foster Debate and Promote Trust

      By: Julia A. Minson and Francesca Gino
      One of the toughest challenges leaders face is managing diverse perspectives—and given heightened tensions over politics and movements such as #MeToo and Black Lives Matter, that’s more difficult today than ever before. At the same time, productive disagreement and...  View Details
      Keywords: Polarization; Employees; Perspective; Interpersonal Communication; Organizational Culture; Trust
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      Minson, Julia A., and Francesca Gino. "Managing a Polarized Workforce: How to Foster Debate and Promote Trust." Harvard Business Review 100, no. 2 (March–April 2022): 63–71.
      • 2023
      • Working Paper

      Going Beyond the ‘Self’ in Self-Control: Interpersonal Consequences of Commitment Strategy Use

      By: Ariella Kristal and Julian Zlatev
      Commitment strategies are effective mechanisms individuals can use to overcome self-control problems. Across seven studies (and three supplemental studies), we explore the negative interpersonal consequences of commitment strategy use. In Study 1, using an incentivized...  View Details
      Keywords: Self-control; Willpower; Commitment Strategies; Goals and Objectives; Behavior; Strategy; Perception
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      Kristal, Ariella, and Julian Zlatev. "Going Beyond the ‘Self’ in Self-Control: Interpersonal Consequences of Commitment Strategy Use." Harvard Business School Working Paper, No. 22-033, November 2021. (Revised January 2023.)
      • Article

      Emotional Acknowledgment: How Verbalizing Others' Emotions Fosters Interpersonal Trust

      By: Alisa Yu, Justin M. Berg and Julian Zlatev
      People often respond to others’ emotions using verbal acknowledgment (e.g., “You seem upset”). Yet, little is known about the relational benefits and risks of acknowledging others’ emotions in the workplace. We draw upon Costly Signaling Theory to posit how emotional...  View Details
      Keywords: Emotion; Costly Signaling; Interpersonal Trust; Emotional Valence; Interpersonal Relationships; Empathic Accuracy; Emotions; Relationships; Trust; Interpersonal Communication
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      Yu, Alisa, Justin M. Berg, and Julian Zlatev. "Emotional Acknowledgment: How Verbalizing Others' Emotions Fosters Interpersonal Trust." Organizational Behavior and Human Decision Processes 164 (May 2021): 116–135.
      • July–August 2020
      • Article

      Sarcasm, Self-Deprecation, and Inside Jokes: A User's Guide to Humor at Work

      By: Brad Bitterly and Alison Wood Brooks
      Humor is widely considered essential in personal relationships, but in leaders, it’s seen as an ancillary behavior. Though some leaders use humor instinctively, many more could wield it purposefully. Humor helps build interpersonal trust and high-­quality work...  View Details
      Keywords: Managing People; Humor; Leadership; Relationships
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      Bitterly, Brad, and Alison Wood Brooks. "Sarcasm, Self-Deprecation, and Inside Jokes: A User's Guide to Humor at Work." Harvard Business Review 98, no. 4 (July–August 2020): 96–103.
      • June 2020
      • Article

      In Generous Offers I Trust: The Effect of First-offer Value on Economically Vulnerable Behaviors

      By: M. Jeong, J. Minson and F. Gino
      Negotiation scholarship espouses the importance of opening a bargaining situation with an aggressive offer, given the power of first offers to shape concessionary behavior and outcomes. In our research, we identify a surprising consequence to this common prescription....  View Details
      Keywords: Attribution; Interpersonal Interaction; Judgment; Social Interaction; Inference; Open Data; Open Materials; Preregistered; Negotiation Offer; Strategy; Behavior; Interpersonal Communication; Trust; Outcome or Result
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      Jeong, M., J. Minson, and F. Gino. "In Generous Offers I Trust: The Effect of First-offer Value on Economically Vulnerable Behaviors." Psychological Science 31, no. 6 (June 2020): 644–653.
      • January 22, 2020
      • Article

      Making Honest Conversations the Norm

      By: Michael Beer
      Much admired companies like Boeing and Wells Fargo sacrifice their competitive advantage. Some make huge ethical blunders. As a result, shareholders suffer huge losses in value while employees, customers, and society lose trust and confidence in the institution. Based...  View Details
      Keywords: Honesty; Interpersonal Communication; Framework; Organizational Culture; Trust; Performance Effectiveness
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      Beer, Michael. "Making Honest Conversations the Norm." ChangeThis (blog) (January 22, 2020).
      • September 2019 (Revised February 2020)
      • Teaching Note

      Fishbowl: Scaling Up

      By: Leslie K. John
      Email mking@hbs.edu for a courtesy copy.

      Teaching Note for HBS No. 919-013. Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and...  View Details
      Keywords: Communication Technologies; Customer Value; Value Chain; Interpersonal Communication; Talent and Talent Management; Customer Value and Value Chain; Entrepreneurship; Business Model; Growth and Development Strategy; Marketing Strategy; Advertising; Product Marketing; Digital Platforms; Consumer Behavior; Network Effects; Emotions; Motivation and Incentives; Trust; Applications and Software; Technology Adoption; Digital Platforms; Communications Industry; Employment Industry; Media and Broadcasting Industry; Technology Industry; Telecommunications Industry; United States
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      John, Leslie K. "Fishbowl: Scaling Up." Harvard Business School Teaching Note 920-022, September 2019. (Revised February 2020.) (Email mking@hbs.edu for a courtesy copy.)
      • 2022
      • Working Paper

      Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

      By: Michelle A. Shell and Ryan W. Buell
      It is a well-established result in social psychology that when people feel anxious, they seek advice from others. However, increasingly companies that operate in high-anxiety settings (like financial services, health care, and education) are deploying self-service...  View Details
      Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Customers; Emotions; Service Delivery; Interpersonal Communication; Customer Satisfaction; Trust
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      Shell, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Harvard Business School Working Paper, No. 19-089, February 2019. (Revised April 2022.)
      • December 2018 (Revised February 2020)
      • Case

      Fishbowl: Scaling Up

      By: Leslie K. John
      Fishbowl is a social media app that allows professionals to connect with other relevant professionals both within their company and across industry. Unlike many other social media apps, on which users typically present idealized portraits of themselves, on Fishbowl,...  View Details
      Keywords: Communication Technologies; Customer Value; Value Chain; Interpersonal Communication; Talent and Talent Management; Customer Value and Value Chain; Entrepreneurship; Business Model; Growth and Development Strategy; Marketing Strategy; Advertising; Product Marketing; Digital Platforms; Consumer Behavior; Network Effects; Emotions; Motivation and Incentives; Trust; Applications and Software; Technology Adoption; Social Media; Communications Industry; Employment Industry; Media and Broadcasting Industry; Technology Industry; Telecommunications Industry; United States
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      John, Leslie K. "Fishbowl: Scaling Up." Harvard Business School Case 919-013, December 2018. (Revised February 2020.) (Email mking@hbs.edu for a courtesy copy.)
      • May–June 2018
      • Article

      The Surprising Power of Questions

      By: Alison Wood Brooks and Leslie K. John
      Much of an executive’s workday is spent asking others for information—requesting status updates from a team leader, for example, or questioning a counterpart in a tense negotiation. Yet unlike professionals such as litigators, journalists, and doctors, who are taught...  View Details
      Keywords: Interpersonal Communication; Communication Strategy; Information; Knowledge Sharing; Performance Effectiveness
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      Brooks, Alison Wood, and Leslie K. John. "The Surprising Power of Questions." Harvard Business Review 96, no. 3 (May–June 2018): 60–67.
      • January 29, 2018
      • Article

      How to Build Trust with Colleagues You Rarely See

      By: Tsedal Neeley
      Building trust is key to success for any organization. But that can be tricky when it comes to colleagues that you only interact with virtually. What does it take to build trust when you can’t meet in person? In this piece, the author suggests that professionals should...  View Details
      Keywords: Interpersonal Communication; Trust; Organizational Culture; Familiarity; Employees
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      Neeley, Tsedal. "How to Build Trust with Colleagues You Rarely See." Harvard Business Review (website) (January 29, 2018).
      • January 2013 (Revised March 2013)
      • Case

      Beth Stewart: Navigating the Boardroom

      By: Boris Groysberg and Deborah Bell
      After rising through the ranks of Corporate America, Beth Stewart has become a corporate director on the board of General Growth Properties. Stewart is struggling with how to address her mounting concerns over the financial health of the growing large publically traded...  View Details
      Keywords: Career Management; Women Executives; Women And Leadership; Boards Of Directors; Board Dynamics; Career Planning; Independent Directors; Leadership; Corporate Governance; Governing and Advisory Boards; Interpersonal Communication; Leadership Style; Personal Development and Career; Work-Life Balance; Real Estate Industry; United States
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      Groysberg, Boris, and Deborah Bell. "Beth Stewart: Navigating the Boardroom." Harvard Business School Case 413-094, January 2013. (Revised March 2013.)
      • December 2012
      • Article

      Reflected Knowledge and Trust in Global Collaboration

      By: Mark Mortensen and Tsedal Neeley
      Scholars argue that direct knowledge about distant colleagues is crucial for fostering trust in global collaboration. However, their arguments focus mainly on how trust accrues from knowledge about distant collaborators' personal characteristics, relationships, and...  View Details
      Keywords: Global Work; Organizational Studies; Knowledge; Trust; Cooperation; Global Range; Relationships; Behavior; Personal Characteristics
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      Mortensen, Mark, and Tsedal Neeley. "Reflected Knowledge and Trust in Global Collaboration." Management Science 58, no. 12 (December 2012): 2207–2224. (equal authorship.)
      • 2012
      • Book

      Talk, Inc. : How Trusted Leaders Use Conversation to Power Their Organizations

      By: Boris Groysberg and Michael Slind
      How can leaders make their big or growing companies feel small again? How can they recapture the "magic"--the tight strategic alignment, the high level of employee engagement--that drove and animated their organization when it was a start-up? As more and more...  View Details
      Keywords: Leadership; Interpersonal Communication; Organizational Culture; Social and Collaborative Networks; Spoken Communication
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      Groysberg, Boris, and Michael Slind. Talk, Inc. How Trusted Leaders Use Conversation to Power Their Organizations. Harvard Business Review Press, 2012.
      • 2011
      • Book

      The Progress Principle: Using Small Wins to Ignite Joy, Engagement, and Creativity at Work

      By: Teresa M. Amabile and Steve J. Kramer
      The most effective managers have the ability to build a cadre of employees who have great inner work lives-consistently positive emotions; strong motivation; and favorable perceptions of the organization, their work, and their colleagues. The worst managers undermine...  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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      Amabile, Teresa M., and Steve J. Kramer. The Progress Principle: Using Small Wins to Ignite Joy, Engagement, and Creativity at Work. Harvard Business Review Press, 2011.
      • 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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      Amabile, Teresa M., and Steven J. Kramer. "The Power of Small Wins." Harvard Business Review 89, no. 5 (May 2011).
      • 2011
      • Working Paper

      Risky Trust: How Multi-entity Teams Develop Trust in a High Risk Endeavor

      By: Faaiza Rashid and Amy C. Edmondson
      This paper explicates the challenge of risky trust, which we define as trust that exists between parties vulnerable to high economic, legal, or reputational risks at individual or organizational levels. Drawing from analyses of data collected in a grounded case study...  View Details
      Keywords: Interpersonal Communication; Leadership; Business Processes; Groups and Teams; Risk and Uncertainty; Trust; Construction Industry; United States
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      Rashid, Faaiza, and Amy C. Edmondson. "Risky Trust: How Multi-entity Teams Develop Trust in a High Risk Endeavor." Harvard Business School Working Paper, No. 11-089, February 2011.
      • 2009
      • Working Paper

      Firsthand Experience and the Subsequent Role of Reflected Knowledge in Cultivating Trust in Global Collaboration

      By: Mark Mortensen and T. B. Neeley
      While scholars contend that firsthand experience—time spent onsite observing the people, places, and norms of a distant locale—is crucial in globally distributed collaboration, how such experience actually affects interpersonal dynamics is poorly understood. Based on...  View Details
      Keywords: Interpersonal Communication; Experience and Expertise; Globalized Firms and Management; Knowledge Acquisition; Knowledge Use and Leverage; Trust
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      Mortensen, Mark, and T. B. Neeley. "Firsthand Experience and the Subsequent Role of Reflected Knowledge in Cultivating Trust in Global Collaboration." Harvard Business School Working Paper, No. 09-131, May 2009. (Under second review, Management Science.)
      • September 2007
      • Teaching Note

      Nonverbal Communication: Distinguishing Truth and Lies (TN)

      By: Michael A. Wheeler
      Keywords: Trust; Interpersonal Communication; Nonverbal Communication
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      Wheeler, Michael A. "Nonverbal Communication: Distinguishing Truth and Lies (TN)." Harvard Business School Teaching Note 908-016, September 2007.
      • September 2002
      • Article

      The Effects of Contracts on Interpersonal Trust

      By: Deepak Malhotra and J. Keith Murnighan
      Keywords: Contracts; Trust
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      Malhotra, Deepak, and J. Keith Murnighan. "The Effects of Contracts on Interpersonal Trust." Administrative Science Quarterly 47, no. 3 (September 2002): 534–559.
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