398: The Hidden Root of Much Workplace Conflict…And What to Do About It with Dr. Donna Hicks

By February 6, 2019Podcasts

 

 

Dr. Donna Hicks says: "People actually flourish when they're treated well and they suffer when they're treated badly."

Conflict resolution expert Dr. Donna Hicks outlines the ten elements of dignity to provide a master framework for human treatment and mistreatment. She also reveals how such treatment impacts performance.

You’ll Learn:

  1. How violating another’s dignity is at the root of many conflicts
  2. Four everyday indignities people suffer at work
  3. Business reasons to honor dignity in a work environment

About Donna

Dr. Donna Hicks is an Associate at the Weatherhead Center for International Affairs at Harvard University.  She facilitated dialogues in numerous unofficial diplomatic efforts in the Middle East, Sri Lanka, Cambodia, Colombia, Cuba, Libya and Syria. She was a consultant to the BBC in Northern Ireland where she co-facilitated a television series, Facing the Truth, with Archbishop Desmond Tutu.   She has taught courses in conflict resolution at Harvard, Clark, and Columbia Universities and conducts training seminars in the US and abroad on dignity leadership training and on the role dignity plays in resolving conflict.  She consults to corporations, schools, churches, and non-governmental organizations. Her book, Dignity:  It’s Essential Role in Resolving Conflict, was published by Yale University Press in 2011.  Her second book, Leading with Dignity:  How to Create a Culture That Brings Out the Best in People, was published by Yale University Press in August 2018.

Items Mentioned in this Show:

Dr. Donna Hicks Interview Transcript

Pete Mockaitis
Donna, thinks so much for joining us here on the How to be Awesome at Your Job podcast.

Donna Hicks
Oh, you’re welcome. Thank you for having me.

Pete Mockaitis
Well, I’m excited to dig into your wisdom. I understand that much of it comes from really the frontlines in terms of conflict resolution in work, where things can be kind of spooky. Can you maybe open us up by sharing a story of maybe when you were close to danger?

Donna Hicks
Well, there’s so many, but there’s a kind of funny one I’d like to share with you. That is that during the height of the conflict in Columbia in South America between the government and the rebel groups, I was asked to facilitate a workshop between – with members of the Columbian Army and different groups within the government.  I – “Yeah, sure. I’ll do this. This sounds really interesting.”

I’d been working in that conflict for quite a few years, but this was kind of special in the sense that it was in Cartagena. We were meeting at the Presidential Palace in Cartagena. I arrived a couple of days early just to kind of adjust and so on. I stayed in this lovely hotel right on the water right in the old city. Actually, it’s a beautiful old 15th century city, so it’s charming.

I’m a runner, so I decided gee, I’m going to get up really early the next day after I run. I’m going to go running along the wall of the old city. I did. I got up. I was really early – 6 o’clock. Out there right as the sun was rising.

All of the sudden, I turned around – I felt like somebody was following me. It sort of felt creepy. I turned around and there were two military guys with machine guns running with me because they didn’t think it was safe for me to be out there running on my own at 6 o’clock in the morning. But it never even occurred to me.

This is how naïve in some ways I was because I thought, “Oh, let’s just go out for a run.” Here I was in this conflict zone. Even though it was a very in some ways very safe city, but I didn’t even know they had assigned me bodyguards. That was the one of the funniest.

Another one I just have to share with you was when we were working – my partner and I were working in Sri Lanka during the time the war was really active there. We decided that we’re trying to bring the parties together for dialogues. We recognized that there was no way that we’re going to have a meaningful dialogue if we couldn’t get to the rebels and get the rebels.

These are people who are considered terrorists. They were on the terrorist list by the US government. My partner and I said, “We’ve just got to do this. We have to in order to do anything that’s going to contribute because if we don’t have the major parties at the table, who are you going to get to make decisions?”

Anyway, very long story short, we got this Catholic priest to take us up to where the rebels were staying in the rebel territory, which nobody could get into. But this Catholic priest got us in there. It was just one of those moments where I was – we were in a boat, in this tiny little boat, going across this lagoon at about 2 o’clock in the morning, so we wouldn’t be discovered.

I’m thinking, “Oh my God, my husband is going to kill me. What am I doing?” Here we had these machine guns surrounding us. But it all worked out in the end, Pete, because we really did – it did help our efforts to try to bring people because they gave their blessings to have certain people sitting at the table with us.

But, again, I don’t know – I guess when my number is up, my number is going to be up because I have been in so many perilous situations without even thinking about it. We were so determined to do the right thing and get the job done. We could spend the whole time talking about this, but I’m sure you want to talk about dignity.

Pete Mockaitis
Indeed. Well, that is exciting. Well, I think it just sort of lends credibility to everything you say in terms of “I’ve seen this work in situations where folks wanted to kill one another,” so I think that’s handy. Maybe you could I guess make the bridge for us in terms of how does your research on dignity in those kind of conflict environments really port over into the just normal workplace interactions?

Donna Hicks
Well, what happened was that I was working for all those years in different parts of the world on these intractable conflicts. It was really clear to me that there was a psychological dimension to these conflicts because these were people who we would bring together to try to come up with an agreement to have discussions about how to end the violence and end the conflict.

They were smart people. They weren’t people who didn’t understand how to actually sign an agreement. They knew exactly what they had to do, but for some reason something was stopping them. They couldn’t get to an agreement. I always said, “Look, there’s something else going on here. There’s some deep emotional aspects to this resistance to finding a way out of this.”

Again, to make a very long story short, what I finally realized was these people from both sides of the divide were feeling so angry and resentful for being treated the way they were being treated by the other side. If they could put words to it, they’d say something like, “How dare you treat us this way? Don’t you see we’re human beings?”

I thought this is what’s preventing them. They need to have a conversation about this, about how being treated as if they weren’t even human beings. Then I realized that at the end of the day, this was about their dignity. That was a big light bulb went off for me. It was a major insight that led to me thinking about how to have dignity discussions with these parties before we try to sign onto an agreement.

That’s basically what I did. Then I wrote about it. It was online. Somebody from the corporate world read this description of what I felt was really missing in our understanding of how to resolve conflicts and that is how to address these issues of dignity and these deep emotional resentments that they felt before they can go and resolve the conflict.

This one guy, consultant, called me up. He said, “I’ve been reading your stuff online and I think-“ he said, “I’ve been working for a major corporation for many years and we can’t figure out why we can’t come to an agreement with management and the employees.” He said, “Would you mind coming and talking to some of the senior VPs about your dignity approach to conflict resolution?”

Lo and behold, I did that. We discovered that of course some of the underlying root causes of the differences between management and employees that they couldn’t get past were dignity-related.

That’s when the floodgates opened, Pete, because once I stated in that organization – I worked with this organization for about five years – I got calls from health care, from education, from all these different arenas who said “We think you’ve nailed our problem. We think that our people are feeling really upset about the way they’re being treated in the workplace. We think we need you.”

They say, “We think we need you to come and help us try to create a culture where people feel that their dignity is being honored.”

Pete Mockaitis
I’d love it if you could just maybe paint a little bit of a picture in terms of – in the workplace what are some ways that dignity is dishonored. I guess I’m thinking – I have all these ISIS videos playing in my head right now. We’re not doing-

Donna Hicks
You have all the what?

Pete Mockaitis
-dramatic torture or killing-

Donna Hicks
Right, right, right.

Pete Mockaitis
-in the workplace. What are the ways in which folks are feeling dishonored?

Donna Hicks
These are everyday indignities we’re talking about. We’re not talking about things where people break the law or we’re not talking about people out there fist fighting or anything like that.

We’re talking about ways in which people, especially employees in management-employee relationships where the people in positions of power – just first of all, let me just say we’re not talking about bad people here committing these acts of indignities towards their workers. That’s not the case whatsoever.

It’s just that people who don’t understand the sensitivity and the volatility around the way people are being treated – if you don’t get that, if you don’t understand the effect that you have on people – and most people don’t, by the way – you’re going to end up violating people’s dignity.

What would that look like in the workplace? Well, what that looks like – for example, oftentimes people will sort of unconsciously discriminate against one group or the other. For example, some leaders may have favorites in their direct reports. They may not even realize how often they’re choosing these favorites over some other, let’s say minority groups or women.

It’s so easy to have your identity violated and feel like you’re treated as less than simply because you’re a member of some group. This is the first element of dignity around people wanting their identity accepted.

Or you can be left out of a meeting that you feel – let’s say you worked on a project for three months and you aren’t asked to be a part of that meeting. People want a sense of belonging and inclusion especially on projects that they’ve worked on.

Or simply feel like they’re being treated unfairly, where one person gets more time and attention or one person gets paid a little bit more or less. Fairness is a really common violation of dignity.

But the one that’s the most astonishing that you might be surprised to learn, Pete, is that people – when I did my interviews with people – it doesn’t matter which organization it was because it was all the same – I would ask people to tell me ways in which they felt their dignity is being violated the most. The one element of dignity that people reported 80% of the time was the element of safety.

Now you might think, “Safety. What?” Well, it’s not physical safety. I would ask them to explain it to me, “What do you mean by safety?” They said, “Well, we don’t feel safe to speak up when something bad happens to us, especially when something bad happens when our employer/our boss treats us badly because we’re terrified we won’t get a good performance review if we speak up and say something that he or she doesn’t want to hear or feels this is a violation of their dignity.”

This idea of safety, needing to feel that you can’t speak up to your boss when she or he harms you in some way – I don’t know about you, but that one surprised me that that was the most violated element of dignity in every organization that I went into.

Pete Mockaitis
That’s intriguing. This has really come up again and again on the show. I think about Google’s work with psychological safety as well. It’s a big one. I’d love to spend some more time on it. Let’s hear it. They think it’s not safe to speak up because there may be a retaliation. One format of that retaliation is a bad performance review. Can you share-

Donna Hicks
That’s one.

Pete Mockaitis
What are some of the others? Because I think there may be many managers who have got their hands in the air like, “What? What’s not safe about speaking up? I need your ideas. What’s going on?”

Donna Hicks
Sure. Sure. Well, but you know speaking up requires an openness on the part of the person that you’re speaking up to.

One of the things that I’ve discovered also in my research is that people don’t like getting feedback. People interpret it as criticism. Look, we all know this. None of us likes to get feedback saying what we’ve done wrong. It’s just an unpleasant experience.

But because many of the managers and people in positions of authority and leadership with whom I’ve worked, they’ve never had any experience with asking for feedback in a way that isn’t criticism, but feedback that is helpful because the person has a blind spot.

All of us have blind spots. Everybody has blind spots. The people work the closest to us and who are in our environment most of the time, they know what our blind spots are. We might not know, but you ask any of them and they’ll tell you what your blind spots are.

Being able to speak up and to say “Gee,” to your boss, “In that staff meeting the other day when you were making jokes about me and I was the only one who wasn’t laughing, that was a really embarrassing experience for me. You probably didn’t mean it. You probably didn’t understand the impact that it had on me, but the fact is it was really hurtful.” Can you imagine giving your boss that kind of feedback? It would be wonderful to be able to do that.

The safety, and the resistance to feedback, and the lack of openness to understanding what our blind spots are, all these things are psychological skills that really do have to be developed. Because, again, we don’t want to use feedback as a weapon; we want to use it as a helpful way to show someone the unintended consequences of his or her behavior. That’s a growth experience.

But I’m telling you, every time I went into an organization, very few managers and leaders were open to having this face-to-face feedback with their direct reports.

Pete Mockaitis
Right. This Harvard Business Review study has come up a few times that the majority of managers are just uncomfortable interacting with their workers on anything, which is striking. I’d love to hear a little bit more detail in terms of painting a picture for how does one exhibit openness versus closeness.

Donna Hicks
Sure.

Pete Mockaitis
Resistance to feedback versus a welcoming-ness to feedback. Because in a way you said, indeed, people don’t like getting feedback in which they’re learning what they’ve done wrong, but nonetheless we need it and we want to convey an openness and a non-resistance to it. How do you play that game?

Donna Hicks
I say, “Look, here’s the research. It’s clear that dignity is something really important to people.” Then I have some neuroscience research to show that when people’s dignity is violated, it actually shows up in the brain in the same area as a physical wound.

This isn’t just some touchy feely of how we’ve got to be nice to people. No, this is something where the harm that’s done with the dignity violation is, in the brain anyway, equivalent to the harm that people experience when they have a physical wound. This is really serious stuff.

Once people get that, once people recognize, “Oh my gosh, this is serious stuff. You’re right, Donna, I have not been thinking about the effect that I have on other people.”

It’s not, as I said, because they’re bad people. It’s because they just simply have not been exposed to this kind of education. My first job is to educate, just give people what I know about dignity. Then once they have that awareness and they have that knowledge – then people say to me, “Oh Donna, this is common sense. Of course this is all true.” I say to them, “Yes, it’s common sense, but it’s not common knowledge.” We do have to learn this.

Once they develop that sensitivity about how people actually flourish when they’re treated well and they suffer when they’re treated badly. This is a real simple truth we’re talking about here. This isn’t something you have to get a PhD from Harvard in order to understand. Little kids understand this.

Once we get that and they understand, “Gee, maybe it is important for me to get feedback from my people.” It’s not important because I want to treat my people well. That is important. But the other personal – for personal development, it’s important because you don’t want to walk around the world violating people’s dignity unknowingly, because the fact is, you’re probably violating the dignity of people in your family and people who are close to you.

This just doesn’t begin and end in the workplace. This is a life skill that we’re trying to help people with. Just being open to some feedback to say, “Gee,” Again, it’s the way it’s delivered. We want people to also learn how to deliver that feedback in addition to how to accept it.

On the other hand, on the other side of this, I work with the employees and help them figure out how to give this feedback in a way where people don’t feel threatened, don’t feel criticized, and don’t feel that this is something that they want to avoid.

Pete Mockaitis
A few things there. When it comes to the particular behaviors associated with conveying the openness and nonresistance, what does that look like?

Donna Hicks
First of all, the hope is when you want to create a culture of dignity, the hope is that your people know. You announce to them when you hire  them and when you work with them that you really want to know if there are times when he – let’s say it’s a he in this case – that when your boss says something that’s hurtful, you have to tell them, “I want to know this. This is for my own growth and development. I certainly don’t want to be treating you badly.”

There are ways of saying this to your people. You have to be explicit about it. You have to say, “I want this feedback. I certainly don’t want you to be afraid of me or not feel safe in my environment.” It goes something like that.

Then you also have to be willing to actually carry through and do it. It’s all about making yourself vulnerable, Pete, as a leader. It’s about making yourself vulnerable so that you’re not trying to cover up your mistakes or you’re not trying to push people away when they are approaching you with some feedback. It looks like what vulnerability feels like. Let’s put it that way.

You have to create that sense of safety for them to say, “Yeah, I know this is going to be hard for you,” because you’re fighting resistance. Because one of the other things that we have that’s sort of a biological reality inside us is we resist confrontation. We don’t like going to somebody with feedback.

We’ve got a double resistance, a sort of double blind problem here because there’s blindness and there’s resistance on both sides. It’s hard.

It’s hard, but I’ll tell you what, with practice I have seen people do this in such a way that by the end of a session where, let’s just say there’s one employee and a manager having a problem, what I have seen many times once they become skilled in asking for feedback and they become skilled in giving feedback, that the people end up feeling really closer to each other than they did before, even before there was a problem.

When you make that vulnerable, the intimacy that gets created in that space is just lovely.

Pete Mockaitis
I’m curious then, when folks share the things and they’re not fun to hear and you think the other person is mistaken, shall we say, in what they’re sharing, kind of emotionally internally how do you kind of deal with your own resistance to vulnerability or tendency toward defensiveness? How do you manage yourself?

Donna Hicks
Well, this is where a good coach comes into the picture or what I call a dignity buddy. One of the things that I ask people to do is to get someone with them – to invite someone to become your dignity partner as it were. Let’s just say it’s somebody at work whom you really trust – say you and I are both managers and we have made a commitment to try to be more open and be more vulnerable with our people and ask for feedback.

If I feel that resistance coming up – because we all know what it feels like – and if I’m not being as open as I’m sort of aspiring to be with this dignity training, then I turn to my dignity partner and I say, “Help me with this. I’m fighting this. Is there any truth?” Because you can always check out what the feedback is with your trusted partner.

It takes some brave people to corroborate that evidence, but this is what we need. This is what we need to be doing for each other. It is hard to do this on our own and to walk away from that and feeling so embarrassed and feeling like, “Oh my gosh, did I really make that person feel that way? Did she really – was I that insulting?” All of that is really hard until you get used to it. It’s like developing a muscle really. You try to normalize this process.

These resistances, we have so many of these resistances. Resistance to feedback is just one. We have to fight these things if we want to lead with dignity. That’s just the way it is. This isn’t easy.

Pete Mockaitis
I’d love to zoom out a little bit. When you talk about the education in terms of there’s a lot of ignorance and we’ve got a lot of sensitivity to the ways that we are having our dignity violated, could you share a couple of those gems in terms of the research that is particularly striking and shocking for folks?

We heard that the neuroscience shows that when folks have their dignity violated, it’s experienced in the brain like a physical wound. That’s kind of wild. Do you have any other little gems like that as well as the proof points that point to, “Hey, folks really do flourish when treated well and suffer when treated badly?”

Donna Hicks
Yeah. There’s lot of research out there in terms of how people respond. One of the pretty amazing pieces of research that I came across was, you probably already know it, but when – this is largely done by business ethicists, this research. I’m connected with several different groups of business ethicists around these issues of dignity in the workplace.

What they discovered is that when people feel that their dignity is honored in the work environment, several things happen. Number one people are much more willing to give discretionary energy. Their loyalty increases, their productivity increases, employee engagement increases, all of these factors that are always so volatile within the workplace.

Lo and behold, at the end of the day – and I don’t even like to use this as the first bit of evidence, but profits actually increase when people feel treated well. To me this is the most cost-effective way of doing business.

Yes, you have to learn it. You have to make a commitment to how to lead with dignity, but if you’re in a work environment and that work environment is toxic and your people are breathing that toxic energy, they’re not going to give discretionary energy. They’re not going to be loyal. They’re going to be dreading coming into the workplace. It seems to me a no-brainer, just let’s figure this out as leaders of our organizations.

If we can figure out how to create these cultures where people are feeling like they’re being seen, they’re being heard, they’re being recognized, they’re being responded to, they’re feeling valued, why not? There’s just so much evidence that this works. I don’t know. I don’t know what the argument would be against it.

Pete Mockaitis
I think most of the arguments against it as I hear them, they seem not so rigorous like, “Oh come on, it’s called work for a reason. Toughen up.”

Donna Hicks
Right, right. Get a thick skin ….

Pete Mockaitis
“Life isn’t going to hand it to you on a silver platter, so get tougher.” I’m intrigued. You mentioned that there are many ways that we can unknowingly violate others’ dignity. I’d love it if you can give us kind of a checklist of what not to do.

Donna Hicks
Well, let me just share with you about what my research has uncovered about how people want to be treated. I’ve got something called the Ten Elements of Dignity because the flip side of them is what you don’t want to do.

Pete Mockaitis
Okay.

Donna Hicks
Let me just run through this really quickly, the central elements of dignity. This research I did with people all over the world. I asked them questions about times when their dignity was violated, when their dignity was honored.

The interesting thing that happened in this research was that no matter where I was in the world, even though the context of the stories that they told were different, but at the end of the day, the emotional impact of what happened was exactly the same. I created these ten patterns that came out of this, these ten elements rather, that came out of these patterns of responses from all over, all over the world.

First of all, people want to have their identity accepted no matter who they are. No matter their race, their religion, their ethnicity, sexual orientation, people just want to be accepted.

The other thing is they want recognition. When they’ve done a really good job, when they’ve done something well, people want to be, I guess praised for that, is a good word to use, but they want recognition for what they’ve contributed.

Acknowledgement is another fundamental element of dignity. That simply is that people want to be acknowledged for the suffering that they’ve endured. People want to have somebody say to them, “Oh gosh, Pete, you went through that. That’s terrible. It’s just no human being should have had to go through that.” We all want that. We want acknowledgement of the suffering that we’ve endured.

We want a sense of belonging and inclusion. I mean there are programs all over the world around diversity and inclusion. Is it any wonder? Everybody wants to be included.

Safety, we talked about that element. Again, I’m not so much talking about physical safety, but it’s certainly a part of it, but more like psychological safety.

Fairness, we talked about that one.

Independence. What I found is that people don’t like to be micromanaged. They want to feel empowered to act on their own behalf. Especially in the workplace, they just don’t want somebody breathing down their necks. They want to be in control of their jobs and in a large sense in control of their lives.

People want to be understood. This element of understanding is really important because if you think about how quickly we rush to judgment about people with so little data. We do this automatically. People want to have an opportunity to talk about what’s going on with them from their perspective instead of being judged and stereotyped.

Benefit of the doubt, people want to be treated as if they were trustworthy. Finally, the last element of dignity is accountability. When something bad happens to somebody, they want an apology. They want the person who did the wrong to come to them and say, “Look, I’m really sorry. I’m really sorry.”

These ten things, those are the positive ways of doing it, but if you want to turn them over to the other side, well, if you want to violate somebody’s dignity, don’t apologize, don’t treat them as if they are – don’t treat them fairly or don’t include them in something or don’t give them recognition. You see how these you flip them over and this is what you want to avoid. You want to avoid all these things.

But I like to say them more in the positive because that really – it’s the way that we can actually put these into practice. Accept people’s identity. Don’t judge them because of their race, their religion. Treat them fairly, safely. Give them a sense of safety, all these things. Again, once you hear them, Pete, you say, “Oh, these are common sense,” but they are not common knowledge. We just have to put them to work for us.

Pete Mockaitis
Well, I’d love to dig into just a couple of them. When it comes to accept identity, you mentioned judging for race or gender. It’s not like, “I do not accept that you are a woman,” or, “I do not accept that you’re Black,” but it’s rather I impute some characteristic upon you based upon your identity markers. Is that what you mean by not accepting an identity?

Donna Hicks
Well, I’m talking more about being discriminated against because of something to do with our identity. We never really talked yet about what dignity is. My very simple definition of dignity is that it’s our inherent value and our inherent worth and that we were born with this dignity. This is something that each and every one of us as we come into this world, we are born equal in dignity.

Now, I don’t think we’re born equal in status. That’s for sure. In the workplace, we’re certainly – there’s a hierarchical structure in the workplace. We may not have equal status in some – we have to look up to the people. They’re our bosses and we have to do what they say. But the fact is that we’re all equal in dignity.

When people feel like they’re not treated as if they’re equal in dignity because they’re this, that or the other thing or because of their religion, that’s when they feel violated, that they’re being singled out simply because they’re a man or a woman or Black or they’re from an ethnic group that is different from yours. It’s more that, Pete, that people just don’t want to be treated as less than because of something about their identity.

Pete Mockaitis
Got you.

Donna Hicks
That they can do nothing about.

Pete Mockaitis
Well said, well said, not treated less than. I’m with you. When it comes to being understood, could you share a little bit more about some of the best practices for doing that well with regard to listening or whatever is there?

Donna Hicks
Yeah, well, being understood, it seems like it’s a simple thing, but the fact is especially when we get into a little tiff with somebody, a little conflict – because all these things I’ve discovered in that context – larger conflict context – and what happens is that the minute you start getting into an argument with someone or you don’t agree with them, whatever, what goes first is your curiosity about why that person feels the way she does.

Being understood means that if you want to practice this element of dignity, you want to seek deeper understanding, especially under those circumstances where you’re feeling riled up by this person. But, you see, it’s all going against our biology. It’s going against our instincts because our instincts want us to fight.

But when we feel those impulses coming up inside us, the most important thing is to try to push the pause button and try to figure out what’s going on with this person, develop some curiosity about why she’s so upset, and say, “Look, I don’t really understand what’s happening here. I have a feeling something more is going on with you. Can you explain to me what you’re experiencing right now,” or something like that.

But it’s not our first impulse to do that. Our first impulse is to just not listen and not care about what’s going on and to seek deeper understanding.

Pete Mockaitis
Well, thank you. Donna, tell me, anything else you want to make sure to mention before we shift gears and hear about some of your favorite things?

Donna Hicks
Well, I think what I really want to impart and I do this every time I give a talk is for people to just be open to learning about this because it’s something that each and every human being wants. We all want to be treated with dignity. In fact, I think it’s our highest common denominator as human beings.

If we can make a commitment to trying to understand what the dignity narrative is of this person I’m interacting with, find out a little bit more about how this person has been treated in the past. Especially if you’re in a leadership position, you want to know what some of their sensitivities are. This stuff is all so helpful.

Just learning about our own sensitivities, probably more important, Pete, because if we’re going to be in leadership positions and we’re going to get triggered every second by someone of our employees, that’s not good either. We want to understand our own dignity past and how we got where we are.

Like you said, there’s so many people that just say, “Oh, the heck with this. Just toughen up. You can – anybody can do this. You just have to get tough.” You know this mentality. But the fact is you get so much farther with people, you bring about the best in people when you treat them well. Learning how to do that, it doesn’t take that much. It really doesn’t. But it does take a commitment.

Pete Mockaitis
Thank you. Now could you share with us a favorite quote, something you find inspiring?

Donna Hicks
This one quote I found – I can’t even remember, it was so long ago – but I use it every single time I give a talk about dignity, every single time. It’s my opening slide. It says “The most exciting breakthroughs of the 21st century will not occur because of technology but because of an expanding concept of what it means to be human.” This is John Naisbitt, by the way.

The reason why this struck me so is because dignity is at the core of what it means to be human. As I told you earlier, the ignorance around it is encyclopedic. The gap in our understanding of this part of our humanity is so enormous that I think he nailed this whole idea.

I connected it with dignity because if we don’t understand this basic fundamental aspect of our shared humanity, you’re going to continue to see all the conflicts that are raging around the world, not to mention in our own country and in our families, in our communities, in our workplace. This is a core component of what it means to be human.

I just think John Naisbitt just said it beautifully. Technology is not going to get us there, but a deeper understanding of what our own humanity is and the humanity that we share with others. Love that one.

Pete Mockaitis
How about a favorite study or experiment or a bit of research?

Donna Hicks
Well, honestly, the best research that I came across was this neuroscience research, the social neuroscience by the people out in UCLA, Matt Lieberman and Naomi Eisenberger. They’re doing astonishing research on the emotions that we all share just by virtue of being human and how to be in connecting, loving connections with other people.

I think their neuroscience research is so important because it’s giving us some hard data to show – things in the past used to be just kind of psychological. People would call them, as I said earlier, touchy feely. But now we have this evidence that it really does matter how we connect with other people and it does matter how we treat people. This launched much of my whole development of my methodology was that research.

Pete Mockaitis
How about a favorite book?

Donna Hicks
Well, actually I’m thinking of a novel. I’m thinking of Doctor Zhivago. I just loved that book.
Yeah, yeah. I just loved that story.
Most recently there’s a book by George Vaillant. It’s a book about spirituality and human development and how at the end of the day, we are deeply spiritual beings and we really need connections with other people.

Because he did this lifelong research. He’s a doctor here at the Harvard Medical School. He did this lifelong research to show what people need in order to feel fulfilled. He has a combination of a very deep spiritual sense and he has the science to back it up. Triumph of Experience I think was what that book was called, the recent one. He’s written several, but I think it’s called The Triumph of Experience.

My other favorite author of course is E O. Wilson. He’s written several books. The latest one that he wrote that I really love is called The Meaning of Life. He is an evolutionary biologist. Any book of his that you all can get your hands on, that stuff is great. It’s a great read, if you want to understand what it means to be human, by the way. That’s the core concern.

Pete Mockaitis
Oh, sure thing. How about a favorite tool, something that helps you be awesome at your job?

Donna Hicks
All right, I’ll tell you what my favorite tool is. Story telling because I realized that when I started writing about dignity, I realized I had to put my Harvard academic hat away and talk to people about how I discovered this issue and why I felt it was so important.

Just like you opened with a story asking me a question about my conflict resolution work, I always use examples, stories to illustrate the most important points that I want to impart to people because people respond to stories much more than boring research, the data and the graphs and the this and that. If I tell them a compelling story, that really gets my point across.

Pete Mockaitis
How about a favorite habit?

Donna Hicks
Habit. Well, I love to exercise. I’m a sort of fitness – well, I just love everything related to health and wellbeing. I’m really trying. I was sick for a while. I had a very serious illness of cancer. I got through that I think by just continuing all my exercise regime and eating well. I think it’s just my favorite habit is trying to live a good, fulfilled life.

Pete Mockaitis
Lovely. Well, and we’re glad you’re still here, so congrats.

Donna Hicks
Thank you. Me too.

Pete Mockaitis
How about a particular nugget, something you share that really seems to connect and resonate with your audience or listeners or readers?

Donna Hicks
Yeah. I mentioned this in a different context earlier, but I always share what I call the most simple truth that I’ve discovered with my dignity research. The simple truth is that when we’re treated badly, we suffer and when we’re treated well, we flourish. That simple truth – that was Tweeted out the other day. You can’t imagine how many retweets and likes I got. I didn’t even do it. Someone was quoting me.

That just simply touches a nerve with people. Treat people well and they’ll flourish; treat people badly and they’ll suffer. What do you want to do? How do you want to live your life? You want to live your life treating people well or badly, making them suffer or making them flourish? I just think that’s pretty basic.

Pete Mockaitis
If folks want to learn more or get in touch, where would you point them?

Donna Hicks
Yeah, my website is lowercase dr – D – R – DrDonnaHicks.com. I am on Twitter. What else? I think that’s about it.

Pete Mockaitis
All right. Do you have a final challenge or call to action for folks seeking to be awesome at their jobs?

Donna Hicks
Oh, just I think, again, it’s really try to understand how powerful this concept of dignity is. Try to make it work for you, try to make it work for your relationships because I have to say, it’s one of those things that once you get it into your head and you understand it and you use it as a lens to look through things that are complicated in your life and problems in your life, if you look at it through a dignity lens, I think you’re going to see the solution really quickly.

Pete Mockaitis
Well, Donna, thank you. This has been a whole lot of fun. I wish you all the best as you spread the good word about dignity and all that you’re up to.

Donna Hicks
Thank you. And you too, thank you for this opportunity.

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