Workplace Culture Evolution: Toxic Work Cultures, Gaslighting and More

In today's hyper-competitive business landscape, workplace culture has emerged as the critical differentiator between organizations that thrive and those that merely survive. Let's dissect the key elements of cultural transformation and why it matters more than ever.

The Toxic Workplace Reality Check

Toxic workplace culture extends far beyond occasional office politics. It manifests through systemic dysfunction, where gaslighting and manipulation become normalized operating procedures. Think less "difficult boss" and more "calculated erosion of professional confidence." When managers consistently deny doing what is right then criticize team members for non-compliance, we're not witnessing simple miscommunication – we're seeing tactical psychological manipulation at work.

The Junior Employee Vulnerability Factor

Here's an uncomfortable truth: junior employees bear the brunt of toxic cultures, creating a problematic talent development pipeline. Why? They're navigating a perfect storm of vulnerabilities:

- Limited workplace navigation experience
- Strong validation needs
- Minimal support networks
- Heightened susceptibility to power dynamics

This combination creates a breeding ground for burnout and career stagnation – exactly what forward-thinking organizations must prevent.

The Leadership Imperative: Why Cultural Change Starts at the Top

Remember the garden analogy: organizational culture grows what leadership plants and tends. When toxic behaviors (weeds) go unchecked, they flourish. C-suite leaders aren't just cultural influencers – they're cultural architects. Their actions, not their words, set the template for organizational behavior.

Practical Steps for Leadership Evolution

For C-suite leaders and managers committed to cultural transformation:

1. Model Transparent Communication

- Share decision rationales openly
- Demonstrate accountability
- Create clear feedback channels

2. Implement Structural Safeguards

- Establish robust anti-harassment policies
- Create anonymous reporting systems
- Provide comprehensive mental health support

 3. Develop Leadership Capabilities

- Invest in emotional intelligence
- Build conflict resolution expertise
- Foster inclusive decision-making

The Customer-People Connection: A Strategic Necessity

Here's the business case that gets the CEO’s attention: customer experience will never exceed employee experience. I first learnt of this concept during my time in OCBC when I was part of the pioneer customer experience team. It has inspired my work ever since. The math is straightforward:

- Engaged employees = Delighted customers
- Toxic culture = Compromised customer service
- Healthy culture = Sustainable competitive advantage

Think about it: How can we expect employees operating in toxic environments to deliver exceptional customer experiences? They can't – and that's the bottom-line impact of cultural negligence.

Building Integrated Experience Systems

Modern organizations need frameworks that align employee and customer experiences:

1. Cultural Assessment Metrics

- Track employee experience indicators
- Map customer journey touchpoints
- Measure psychological safety
- Monitor engagement patterns

2. Communication Architecture

- Define clear information flows
- Set response expectations
- Create constructive feedback loops
- Enable cross-functional collaboration

3. Diverse Perspective Integration

- Establish mentorship programs
- Create inclusive dialogue forums with actionable and measurable steps
- Enable cross-cultural learning
- Foster innovation through diversity

The ROI of Cultural Excellence

The investment case is compelling:

- Reduced turnover costs
- Enhanced productivity
- Improved innovation through psychological safety
- Stronger employer brand- Higher customer satisfaction
- Sustainable competitive advantage

Moving Forward: The Integration Imperative

In today's experience economy, treating employee and customer experience as separate domains is a strategic mistake. The most successful organizations recognize these elements as an integrated system requiring holistic management.

Remember: Culture isn't just what you promote – it's what you permit. What's growing in your organizational garden?

The question isn't whether to prioritize culture transformation – it's how quickly you can make it happen before your competitor does.

What's your next move in creating a workplace that drives both employee and customer success?

Mad About Marketing Consulting

Advisor for C-Suites to work with you and your teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.

Helping Employees Cope with Transitions & Transformation

When companies go through transformation and restructuring, it’s almost inevitable that some roles might be displaced. Similar to coping with loss and grief, some employees are more emotionally and mentally impacted than others, be it whether they are the ones being displaced or seeing their peers or managers being displaced.

Just based on personal experience of what’s been done well and what has room for improvement, companies who are truly people centric will try to do the following to help their employees:

1) redesign the roles that are to be displaced and work with the employees to reskill and realign to the new scope if possible

2) help the displaced employees to look for alternative roles within the organization and options for them to be reskilled if needed

3) help the displaced employees to look for roles outside of the organization and options for reskilling, coaching, counselling and resume reviews where needed.

I have intentionally positioned this in sequential order as I think companies should ideally start from 1) and utilize 3) as the very last resort. I recall when I was involved in a transformation exercise in a previous company, I had to go through this flow and after discussing with the direct manager and CEO potential options, I eventually went with 2) for the employee concerned as it was simply the right thing to do in order to be truly people centric and empathetic. Also from a business viability perspective, as long as your company is still planning to remain in business, you will save more time, resources and money with 1) and 2) as the recruitment as well as onboarding process usually take an average of 6 months to a year in totality, depending on the seniority of the role.

There is a reason why certain talents are hired to join you in the first place and it should go beyond their hard skills or academic background to the soft skills. These employees should also have accumulated new skills and knowledge with you as their employer over the years. If you say these are no longer needed, it’s as good as shooting yourself in the foot and saying you have basically not done a good job with developing your own employees with viable skills to help your company’s growth. The question then you also need to ask yourself is - what have you been doing all this while? What processes then do you need to relook to improve upon that?

In terms of employees who are impacted by other employees leaving in option 2) and 3), it is ideal for companies and their senior leadership to be both transparent and timely in communicating such impact to them. Openly acknowledge the decisions made and consult the outplaced employee beforehand as well if he/she would prefer to be present when the news is shared or would prefer to be the one sharing the news to his/her team concerned.

Importantly, acknowledge the contributions of the displaced employee and be transparent as well if the remaining employees are to expect further displacements to take place. Be upfront of the options explored and offered as well, so they know what to expect if their own roles are likely to be transformed or made obsolete during the transformation process.

Be sure to avail avenues of two-way communications to them, be it directly to the senior leadership or an independent channel similar to a counselling hotline for those who just want a listening ear to voice their fears and distress.

Companies and their leaders should always bear in mind that their decisions and actions, including the way they have handled the entire process and managed the communications will have a downstream impact on their employer brand reputation. Such impact is often longstanding and no amount of employer related awards can help salvage once the damage is done.

About the Author

Mad About Marketing Consulting 

Ally for CMOs, Heads of Marketing and C-Suites to work with you and your marketing teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.

Leading Others, Managing Self

Having spent the last two decades both being managed under various types of leaders and managing others, I can safely say I have a pretty clear idea of the type of leadership that works for me. Alongside that, I also have a good idea of the type of leader I aspire to be.

I believe that leadership is something that is attributed by others and not something that you bestowed upon yourself. Management on the other hand is given as a result of your title and official responsibility but leadership is earned and not given.

I have met several outstanding managers who are inspiring leaders that command respect no matter where they go and what they do. 

On deeper reflection, I have narrowed down to the following admirable traits that serve as a personal guide to me:

• Knowing what you want and how to get it

Good leaders are decisive, confident in their decisions and not easily influenced and swayed without good and sound reasoning. They don’t let their emotions get the better of them, especially in times of extreme stress and pressure. Eagle-eyed in their target and end goal, they know the path to victory and though the course might change along the way, the end goal is crystal clear once their minds are made up.

Instead, they inspire others and ignite excitement in them to follow their vision and work jointly in their own ways to achieve success.

• Good decisions are not always popular

If they are in only to be popular, they will never be a convincing leader that does the right thing. Leadership is not meant to be a popularity contest. The best leaders often make the most difficult and unpopular decisions if these are deemed to be for the greater good in the long run.

They are not afraid to face up to the judgment of the people especially those who don’t see the benefit of it from the onset. They know they cannot please everyone and their purpose is not to please everyone but to do what is right.

• Empowerment, trust and impartiality

Everyone has a place and a role to fulfil within the organization in accordance to their expertise and talent. Good leaders know and appreciate that. They know they are not supposed to know everything and be able to do everything themselves. Instead, they empower and trust the people working with them to do exactly that and giving advice where needed along the way.

Importantly, they don’t let the politics get in the way of empowering and disempowering people to take on certain responsibilities for the common goal they set out to achieve. Micromanagement and favouritism have no place in good leadership.

• Admitting to your own fallacies

We are not meant to be saints and good leaders know that. They don’t let their egos get in the way of admitting to their mistakes when certain wrong decisions have been made. Instead, they bite the bullet like everyone else, are not afraid to apologize and own up to it instead of throwing their employees under the bus.

Good leaders know as well that when mistakes are made, there is no time for finger pointing. They don’t get lost in their mistakes and wallow in them for too long. Instead, they quickly pivot to the right course of action, taking recommendations as well where needed from the people they have empowered. 

• Having your life together

It’s not about having the perfect life, if there is such a thing but keeping how you manage it in check. Everyone has their own issues to sort through but what’s more important is how you deal with your personal versus professional life.

Good leaders are not emotional rollercoasters and by that it doesn’t mean to be a cold and heartless person. Instead, it is to be able to compartmentalize and segregate the issues and whatever emotions you’re facing at the home front and the work front.

An easy way to do a sound check on yourself is when you observe people walking on tip toes around you and do ‘weather checks’ before they speak to you.

• Being connected and seeing the bigger picture

Interpersonal connection doesn’t come naturally to most people. This has to do with the level of connectivity you have with the team on the ground and understanding their challenges and issues faced.

It’s only then that you can see the bigger picture of how it works and how your team can put their skills and talent to good use collectively. It involves looking beyond their background, what they have done on the surface and actually understanding them as a person, how they work and mentoring them to be better.

Good leaders should not find themselves so far removed from the ground that they no longer see the complete picture but a blurry mirage that will soon be out of their grasp of reality.

Personally good leaders and managers should not be mutually exclusive but the former is a lot harder to achieve. There is no golden rulebook or educational pathway to being a good leader. 

Some people do have certain personality traits that put them in a more favourable position then others but all in all, it comes as part of our experience on the field and willingness to learn, adapt and improve.

About the Author

Mad About Marketing Consulting 

Ally for CMOs, Heads of Marketing and C-Suites to work with you and your marketing teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.

The Sandwiched Leadership

The majority of us who have been working for at least two decades and grown into people management roles can probably identify with what I’m about to say.

Not all of us are able to move into the C-Suite level at this point, meaning the bulk of us would be sitting somewhere in mid to upper mid management with direct and indirect reports.

Concurrently, we would also have both direct and indirect managers hovering above us and around us.

This makes us a sandwiched leadership as we constantly need to think about upwards and downwards management and best ways to manage both without tipping that intricate balance.

Team management is not something for everyone nor does having the title automatically makes you a ‘real’ manager.

Having been in roles where I have inherited teams and grown teams from scratch, each has its own unique challenges but also satisfaction when the team flourishes over time.

Team management is also not about micromanaging or throwing them into the pits and leaving them to their own demise. Again, it’s a fine line as it depends as well between individuals. One man’s meat is another man’s poison as we say.

It’s also not about talking down or talking up for that matter but about paving the way to enable your team’s success while managing your bosses’ expectations and enabling their own success.

We are not expected to know everything and be a specialist in every single area that we’re managing but rather, we need to have the strategic view, forward looking vision and appreciation of the ground up challenges and pitfalls to be addressed.

The majority of our time is spent anticipating issues and identifying ways to prevent or address them. We also need to balance the dynamics of the team’s emotions, strengths, weaknesses, chemistry and expectations towards each other. The last part is simply shielding them from the upper management’s own expectations, pressures and politics so they can function seamlessly.

It’s not a walk in the park and one thing at least to me for sure is that one can never effectively lead a team to succeed without genuinely caring for them as people.

With that said, I think the sandwiched managers have it the hardest and it’s also not surprising that many have given up, especially when they don’t get the appreciation or support needed from their managers as well as their own teams.

Some simply decided to go back to being individual contributors while others might decide to just venture out to smaller companies where they can be the top management instead with a more manageable leadership structure.

There’s no right or wrong but companies who truly cherish talent and their people should pay more attention to the sandwiched managers before it’s too late.

In my upcoming post(s), I’ll highlight a few key challenges facing sandwiched managers, the impact they have on business continuity and culture, as well as how companies can better support them.

About the Author

Mad About Marketing Consulting 

Ally for CMOs, Heads of Marketing and C-Suites to work with you and your marketing teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.

The Dying Empathetic Leadership

In all my years of working, I have come across very few truly empathetic leaders who are genuine in their treatment of their employees and customers.

Some I wish I can work with them longer when I choose to move on for other reasons as I know they would have taught me a lot more than I know now in terms of thinking, doing and communicating with empathy.

Empathy is something not every senior management or leader has unfortunately and it’s very telling in their behind-the-scenes speech and actions.

It’s undervalued simply because leaders don’t really get rated on their ability to connect with their employees and treat them with empathy.

I have witnessed many failures in terms of leaders in 1) not communicating emphatically to their people, 2) not showing true empathy in trying to understand the challenges faced by their workforce and 3) not listening with empathy when their employees provide feedback through forums.

It ends up being lip service or more trying to appear to do what is expected of them to look good and not because they genuinely care.

Classic examples are when there are organizational layoffs or restructuring.

The onset of how decisions are made have nothing to do with empathy but rather the bottom line of cost, profitability and returns.

That is why things never really change for the better in the longer term for most organizations and their leaders that make decisions without empathy.

Over the years, I have been privy to how such decisions are made, sometimes callously and without even sound logic. Rather, it’s more a stop-gap and band-aid approach where true impact on the people are not even considered in the decision making process.

What is worse though is the way such changes are communicated or not communicated to the workforce.

They talk about stock prices, shareholders equity and customers but forget their employees, the backbone of the company carrying that mission on their shoulders and believing in the promises made during the town halls, leadership emails and pep talks.

Poorly worded communications, which is as clear as mud and clueless management sitting around trying to find the right things to say or lend some insights to their team doesn’t help either.

Good, solid, reliable and empathetic corporate communications is a dying art in this sense.

For any self respecting CEO, my advice is to at least make sure you have a solid and empathetic communications advisor if you, yourself are not empathetic by nature.

Empathy might not bring you immediate revenue but it will have longer term benefits to the organization as you will make decisions that actually solve problems for both your customers and employees for the longer term.

Less attrition, less churn and more sustainable growth.

About the Author

Mad About Marketing Consulting 

Ally for CMOs, Heads of Marketing and C-Suites to work with you and your marketing teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.