Unlocking happiness at work how a data driven happiness strategy fuels purpose, passion and performance

i PRAISE FOR U N LO C K I N G H A P P I N E S S AT WO R K ‘Jennifer Moss leverages science, real-world examples and personal storytelling to detangle our misconceptions about the value of gratitude in our personal and professional lives This book elegantly explains how gratitude can be taught and developed as the way to become our highest-performing selves.’ Robert Emmons, Professor of Psychology at UC Davis and author of Thanks! ‘I love the combination of strategy and action, thinking and doing as well as the compassion, gratitude and adventure in this book Jennifer Moss is all that and much more Thank you for exploring and clarifying how we can engage in a happiness strategy that is accepting, inclusive and real.’ Luis Gallardo, Founder of the World Happiness Summit and author of Brands & Rousers ‘Unlocking Happiness at Work is packed with provocative research and compelling examples of how to build higher performing individuals and teams This book is a must-read for leaders of any organization seeking to become more innovative and elevate its performance.’ Raj Sisodia, author of Conscious Capitalism, Co-Chairman, Conscious Capitalism Inc ‘Any business leader who wants to build higher-performing, innovative and compassionate teams should read this book All of us know that great people make great companies As a leader, I am always looking for better ways to engage our team, attract high-performing talent, disrupt and innovate while growing the current business I understand that some may question the validity of a happiness strategy, but we can’t ignore it any longer Jennifer Moss uses scientific evidence and case studies to ii validate that authentic happiness at work will be the key to team member engagement for the most successful companies in 2020 and beyond If you’re like me and want to know how to stay ahead of the curve, you’ll want to read her book.’ Steve Carlisle, President and Managing Director, GM of Canada ‘We know that happiness is a competitive advantage, but Unlocking Happiness at Work finally gives us the technical insight into how we can bring this science into our own organizations Drawing on decades of hands-on experience, Jennifer Moss answers critical questions about the ways big and small data play a role in our happiness, whether technology can be a bridge or a barrier to well-being, and how the positive psychology movement has shaped our past, current and future state of happiness A must-read for creating lasting culture change!’ Amy Blankson, Co-founder of GoodThink and author of The Future of Happiness ‘We all deserve to be happy at work Jen’s ability to distil proven research into practical advice will help more of us get there.’ Sarah Green Carmichael, Senior Editor, Harvard Business Review and hbr.org iii Unlocking Happiness at Work How a data-driven happiness strategy fuels purpose, passion and performance Jennifer Moss iv Publisher’s note Every possible effort has been made to ensure that the information contained in this book is accurate at the time of going to press, and the publishers and author cannot accept responsibility for any errors or omissions, however caused No responsibility for loss or damage occasioned to any person acting, or refraining from action, as a result of the material in this publication can be accepted by the editor, the publisher or the author First published in Great Britain and the United States in 2016 by Kogan Page Limited Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms and licences issued by the CLA Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentioned addresses: 2nd Floor, 45 Gee Street 1518 Walnut Street, Suite 1100 London Philadelphia PA 19102 EC1V 3RS USA United Kingdom 4737/23 Ansari Road Daryaganj New Delhi 110002 India © Jennifer Moss 2016 The right of Jennifer Moss to be identified as the author of this work has been asserted by her in accordance with the Copyright, Designs and Patents Act 1988 ISBN 978 7494 7807 E-ISBN 978 7494 7808 British Library Cataloguing-in-Publication Data A CIP record for this book is available from the British Library Library of Congress Control Number 2016949342 Typeset by Graphicraft Limited, Hong Kong Print production managed by Jellyfish Printed and bound in Great Britain by CPI Group (UK) Ltd, Croydon CR0 4YY v Co n te n ts Foreword xi Introduction 1 The scariest, best moments and how they change us permanently 4 What I want from you and for you 7 01 The happiness/brain science connection 9 Neural pathways and behaviour 11 The history of neuroplasticity 12 Battling the bad habits 14 The ever−adapting memory 19 How our brains fire and wire 20 The motivated brain 22 Delivering meaning 25 How simple can it be? 26 Encourage friendships 28 Activities 30 Recommended reading 33 02 The history of happiness 35 Rising from the ashes 37 Socrates 39 Helen Keller 40 Nelson Mandela 43 William James 45 Returning to the Towers after 9/11 46 The morning nurse or the night nurse?  48 The happiness shift 50 The happiness saturation 51 Activities 56 Recommended reading 56 vi Contents 03 The power of habit 57 Our lazy brains 58 The myth of the 21-day habit 60 Quick wins 61 Physical and psychological fitness 64 When habits go bad 65 The attitude of gratitude 68 Building habits for life 68 Activities 73 Recommended reading 74 04 Emotional intelligence and leadership 75 What is emotional intelligence? 76 The early adopters 79 Looking upstream 80 The return on investment of high emotional intelligence 81 The competitive advantage 83 Case study: The value of acceptance – Coreworx 84 Happiness and money: The awkward conversation 86 Outcomes of higher emotional intelligence 87 Survival of the authentic 87 Activities 91 Recommended reading 91 05 Conscious capitalism 93 What is conscious capitalism? 93 Case study: The beauty of ethical shopping – The Body Shop 95 Do customers really care? 96 The firms of endearment 96 The talent attraction and retention benefit 99 How can we shift from old patterns to new patterns? 101 Case study: The misfits – Misfit Inc. 102 The story of Whole Foods 104 Embarking on the conscious capitalist journey 106 Where to start? 108 Contents Activities 109 Recommended reading 109 06 The happiness disruptors 111 The technology explosion 112 The pitfalls of professional development 117 We’re missing the budget 119 How learning equals loyalty 120 Feeling cool towards the hot desk 122 Activities 125 Recommended reading 126 07 Engaging the whole person 127 How work makes us feel alive and keeps us alive too 128 The whole person  130 The introduction of work/life balance 132 The power of purpose 133 Case study: Zappos 135 Case study: Virgin 137 Case study: REI 137 Building a flexible culture 138 Millennials 142 To wrap up 146 Activities 147 Recommended reading 148 08 A happier approach to change 149 Change is hard 149 Ignoring change won’t make it go away 151 Is happiness too hard? 152 Who are these leaders? 153 The little things are actually the big things 154 Why authenticity matters 157 Why we react negatively to change? 161 Brain management vs change management 162 How can happiness help navigate change more effectively? 162 vii viii Contents Activities 164 Recommended reading 165 09 Want to be a global company? Be a global citizen 167 Dimensions of global brands 168 Case study: TOMS Shoes 169 The pursuit of purpose vs the pursuit of profit 171 Purpose or perks? 172 Laurent and lululemon 174 Activities 181 Recommended reading 183 10 The future of happiness 185 Humanizing the super-computer 185 When robots learn emotional intelligence 187 How will this change the workforce?  190 The future of ageing happily 192 The rise of mindfulness 192 Frankenstein, or just great science? 195 Conclusion 199 Acknowledgements 203 References 211 Index 221 ix Foreword by Shawn Achor Happiness researcher and New York Times best-selling author of Before Happiness The world has changed Two years ago I was invited to speak at the Pentagon on the topic of positive psychology research At the end of my presentation, a senior warfare leader came up to me and said, ‘Five years ago, the Pentagon could not have had a talk on happiness Something has changed Now we know that that conversation is crucial to organ­ izational success.’ This was a marked departure from when I started bringing positive psychology research from the labs at Harvard to companies In 2006, at the beginning of the financial crisis, concepts of positive psychology seemed alien to senior leaders Ten years later, nearly half of the Fortune 100 companies in 50 countries have invited me to work with them on happiness research Many now realize that the greatest competitive advantage in the modern economy is a positive and engaged brain The conversation truly has changed So why is the world ready for this message now? The first answer is actually the impetus for this book: having a quantitative approach to understanding the positive side of the curve has changed everything For several decades, the world has known that subjective negative experiences like depression and trauma can be studied But only recently has society, fuelled by the positive psychology movement, understood that happiness, gratitude and meaning are no different Anything we can observe, we can quantify and then impact Jennifer Moss has been one of the biggest champions of this datadriven movement to study happiness using the tools of technology and Big Data For several years, Jennifer, her husband Jim and I have been partners on projects that have looked for ways to connect leaders with the technologies and training that have helped not only move 214 References Frey, C and Osborne, M (2013) The future of employment: How susceptible are jobs to computerisation? 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Egypt, phoenix mythology  37, 38 Android operating system  193 Apple 192 Arkin, Ronald  188 attitude of gratitude  see gratitude attitudes 16–17 authentic happiness, why it matters  157–61 B-Corps 172 baby boomer generation  130, 144–46 Barrett, Richard  101 Baym, Nancy  113, 114 betterness concept 186–87 bin Rashid Al Maktoum, Sheikh Mohammed 36 BlackBerry 193 BMW 98 body and mind interconnection  11–12 boredom delivering meaning at work  25–26, 32–33 effects on the brain  23–25 BP 169 brain amygdala 23 effects of boredom  23–25 fight-or-flight response  20–22 hippocampus  20, 23, 194 how neurons fire and wire  20–22 implants 195–97 lazy heuristics  58–59 negative response to change  161–62 negativity bias  20–22 neuroplasticity  12–13, 77 novelty centre  23 prefrontal cortex  77 reward centre  23 use of mental shortcuts  58–59, 60 ventral tegmental area (VTA)  22–23 Branson, Richard  44, 137 bring your own device (BYOD)  114, 123, 197 Buckingham, Jan  95 Buettner, Dan  133–34, 192 Buote, Vanessa  53, 66–68, 87–90 Burak, Jacob  21 Cacioppo, John  14, 21 Cain, Susan  123 Cao, Jie  119 Carafello, Greg  46–47 caregivers, challenges faced by  130–32 Carlisle, Steve  153–56 challenging experiences, coping with  46–50 change authentic happiness strategy  157–61 brain management vs change management 162 challenges for leaders  153–57 challenges of  149–51 cultivating internal resilience  162–63 effective diagonal communication  154–55 embracing cultural differences  153–56 222 Index change  continued failure rate of change initiatives  149–50 how happiness can help navigate change 162–63 mitigating the negative aspects  162–63 need to pay attention to  151–52 technological unemployment  153 why we react negatively  161–62 choosing to be happy  199–201 Cisco  22, 123 Clear, James  69–70 Clifton, Donald  28 cognitive dissonance  161 cognitive reframing  18–19, 20 Coker, Brent  114 community in the workplace  28–29, 31–32 computerisation, how this will change the workforce  190–91 computers, simulating the human brain 185–87 Congleton, Christina  194 conscious capitalism  93–109, 186–87 embarking on the journey  106–08 firms of endearment  96–99 origins and definition  93–94 philosophy behind  96–99 transition to new patterns  101–06 where to start  108–09 Conscious Capitalism Inc.  96–99 consumers, concerns about conscious capitalism 96 coopetition concept  193 Coreworx 158–61 case study  84–85 corporate social responsibility (CSR)  93–94 cortisol  12, 194 Costco 98 Cox, David  193 creativity 20 depression  193, 194 Diagnostic and Statistical Manual of Mental Disorders (DSM)  80, 112 Disney 98 dopamine 194 double bottom line  81, 100 downstream interventions  77–78, 79 driverless cars  190 Duckworth, Angela Lee  37–38 Dweck, Carol  37–38, 52 Edison, Thomas  45 Edmondson, Amy  173 Ekram, David Thomas  46 electroencephalograms (EEGs)  14 Emmons, Robert A.  26 emotional connections, importance of  75–76 emotional control  17–18 emotional intelligence  17–18, 51–52, 177, 178 business outcomes  86, 87 competitive advantage  83–85 Coreworx (case study)  84–85 definition 76 development in robots  187–90 early adopter organizations  79–80, 81 financial outcomes  86, 87 outcomes  86, 87 return on investment  81–83 social emotional learning (SEL)  76–77 upstream and downstream interventions  77–78, 79, 80–81 work of Goleman  76–77 emotional leadership  79–80, 81 emotions, sources of  9–10 empathy  15, 16 employee development programmes  119–22 employee engagement building a flexible culture  138–42 differences between generations  144–46 engaging the whole person  127–46 recognising the whole person  130– 32 work/life flow  134–38 employee well-being investment in emotional intelligence  80–85 responses of leaders  35–36 endocrine system  11 endorphins 23 enhancement, brain implants  195–97 enoughism 187 Index ethical shopping, The Body Shop  95 ethics, teaching to robots  187–90 Etsy 172 extrinsic (external) motivation  24 Facebook  114, 151, 192 feng shui  155–56 fight-or-flight response  20–22 financial crisis  154 Fisher, Cynthia  23 Ford, Henry  156 Fox, Kieran  193–94 Frey, Carl Benedikt  190 Friedman, Howard S.  128 friendships, benefits in the workplace 28–29 Fuchs, Victor  140, 141 functional magnetic resonance imaging (fMRI) 14 future of happiness  185–97 General Electric (GE)  82–83 General Motors (GM)  153–56 Generation X  144–45 generational interactions at work  144–46 Giang, Vivian  189–90 Gilbert, Jay  144–45 global brands, dimensions of  168–69 global brand preferences study  168–69 global citizenship  167 global community  179–81 global leadership, Laurent Potdevin  174–81 Goldhill, Olivia  188 Goleman, Daniel  76–77 Google  15–16, 172–74, 190 Grameen Bank  94 gratitude, power in the workplace  10–11, 18–19 gratitude practice Attitude of Gratitude activity  30–31 effects on employees  66–68 positive impact in the workplace  26–28 Griswold, Alison  122 grit, and happiness  37–38 Growth Mindset theory  37–38, 52 Gutierrez, Felipe  170–71 H3 priority model  158–59 habits and neuroplasticity  12–13 battling the bad habits  14–19 building habits  57–73 building habits for life  68–73 effects of isolation  66 going for quick wins  61–64 making meetings more productive  62–64 PERSIST model for building habits  70–73 physical activity  62–65 stacking habits  62 stress and bad habits  65–66 three 'Rs' of habit change  68–70 time required to form  60–61 Hakimi, Sherry  171–72 Hamori, Monika  119 Hanson, Rick  20 happiness adoption rather than pursuit of  53 as a choice  199–201 complexity of the concept  152 history of  35–55 misunderstandings of  51–53 PERMA model of Seligman  53–55 positive impact of gratitude practice  26–28 range of meanings  what the future may hold  185–97 happiness disruptors  111–25 budget allocations for training  119–20 deficiencies in professional development 117–19 hot desking  122–24 lack of a culture of learning  120–22 lack of control of work environment  122–24 negative impacts of technology  112–13 shifting of office space  122–24 happiness saturation, influence of the advertising industry  51 happiness shift, influence of improved living conditions  50–51 happiness strategy  157–61 HARPO 82 Henn-na Hotel, Japan  189–90 223 224 Index HERO traits (hope, efficacy, resilience, optimism)  124, 158, 159, 177–78 high-impact learning organizations (HILOs) 120 Hines, Andy  191 hiring strategy, HERO traits  177–78 Hochschild, Arlie  141 Holt, Douglas  168 Hölzel, Britta  194 hormones  11–12, 194 hot desking  122–24 Hsieh, Tony  135–36 humanizing the super-computer  185–87 humanoid robots  189–90 IKEA 98 immune system  12 internet, increasing levels of connectivity 186 internet addiction concept  112 internet of things (IoT)  186, 187 intrinsic (internal) motivation  24–25 introverts, effects of working environment 123–24 isolation, negative effects of  66 James, William  12, 45–46 Johnson and Johnson  77 Jordan, Michael  45 Kacur, Laura  85, 159–61 Kahneman, Daniel  59 Katz, Beth  170–71 Kelleher, Herb  52 Keller, Helen  40–43 Kelly, Gary  82 Keynes, John Maynard  153, 190 Koch, Christof  196 Koyuncu, Burak  119 Kramer, Steven  23–24 Lally, Philippa  60 Lawson, Renee  104 Lazar, Sara  194 leadership and grit  37–38 building a flexible culture  138–42 building community in the workplace  28–29, 31–32 building habits for life  68–73 challenges in an ever-changing environment 153–57 complexity of the concept of happiness 152 decision making  delivering meaning at work  25–26, 32–33 early adopters of emotional intelligence practice  79–80, 81 emotional control  17–18 focus on employee well-being  35–36 going for quick wins  61–64 importance of emotional connections 75–76 investment in emotional intelligence  80–85 PERSIST model for building habits 70–73 upstream and downstream interventions  78, 79, 80–81 with mindfulness  195 learning culture in organizations  120–22 Leon, AJ  102–04 life-changing experiences  199–201 LinkedIn  114, 151 loneliness, effects on health  29 longevity, and sense of purpose  133–34 L’Oreal 95 Lowe's home improvement chain  190 lululemon  174, 176–81, 195 Mackey, John  82, 104–05 Mandela, Nelson  43–44 Marcus, Gary  196 Marriott International Inc.  139 McClelland, David  87 McClure, Samuel  16 McGonigal, Kelly  11 McKinlay, John  78 meditation 192–95 meetings creating new habits  62–64 making more productive  62–64 walking meetings  62–64 memory 19–20 role in happiness  45–49 Merchant, Nilofer  63–64 Index mergers and acquisitions  150 Merkel, Angela  36 Microsoft 139–40 Millennials approach to work  138–39, 142–44 as employees  117, 172 interaction with baby boomers  144–46 motivations 24–25 priorities in life  142–44 Miller, Herman  22 mind and body interconnection  11–12 mindfulness, rise of  187, 192–95 Misfit Inc (case study)  102–04 Mohdin, Aamna  173–74 Molz, Barry  114 Moss, Jim, process of recovery from serious illness  4–7, 48–49, 131–32 motivation and sense of progress  24–25 and sense of purpose  25–26, 32–33 brain areas associated with  22–25 delivering meaning at work  25–26, 32–33 effects of boredom  23–25 effects of open offices  21–22 extrinsic (external)  24 friendships in the workplace  28–29 intrinsic (internal)  24–25 positive impact of gratitude practice  26–28 Mycoskie, Blake  169–71 negativity bias in the brain  20–22 nervous system  11 neural implants  195–97 neural pathways and behaviour  11–12 neuroplasticity  12–13 , 77 neurotransmitters 11 New Balance  98 open plan offices effects on introverts  123–24 stress caused by  21–22 Oppezzo, Marily  64 Osborne, Michael  190 parents, consequences of working  141–42 Parkinson's disease  196 PERMA model of happiness  53–55, 192 Perschel, Anne  133 PERSIST model for building habits  70–73 phoenix mythology  37, 38 physical activity, and psychological fitness 64–65 Plasticity Labs  8, 66, 84, 85, 87, 89–90, 99–100, 171, 187 mission statement  167 origins of  106–08 use of technology  116–17 positive psychology  9, 52–54, 86, 187 post-traumatic growth (PTG)  38 post-traumatic stress disorder (PTSD)  80, 81, 194, 196 Potdevin, Laurent  174–81 professional development, deficiencies in 117–19 psychological fitness  49, 57 and physical activity  64–65 psychological safety model for teamwork  173–74, 179 purpose importance for well-being  133–35 role in mobilizing engagement  171–72 vs perks  172–74 vs pursuit of profit  171–72 Q12 survey  28 quality circles (QC)  154–55 Quelch, John A.  168 Ramón y Cajal, Santiago  13 Reardon, Joanna  178–79 Recreational Equipment, Inc (REI)  98, 137–38 reframing  18–19, 20 resilience, cultivating internal resilience  162–63 robots as cause of unemployment  189–90 development of emotional intelligence 187–90 Roddick, Dame Anita  95 Ronald McDonald Houses  107 Rowling, J K.  44 225 226 Index Samsung Electronics  193 Schoemaker, Paul  121 Schultz, Howard  38, 82 self-control 17–18 Seligman, Martin  53–55, 192 Senge, Peter  150, 157 Seppala, Emma  162–63 Seventh Generation  172 shell shock condition  80 Simonson, Ray  159–61 Sisodia, Raj  96–100, 101–02, 104, 105, 106, 199–200 Skiles, Mark  104–05 Smile Epidemic  106–08 social businesses  94 social emotional learning (SEL)  76–77 social media  15–16 advent of  151 negative aspects  113 potential to scale happiness  116–17 use at work  114–15 social neuroscience  10, 14–19 social relationships, health benefits  28–29 Society for Organizational Learning  150 Socrates 39–40 Socratic Method  40 Sony 193 Southwest Airlines  82, 97, 98 Sparktures 171 sports psychology, psychological fitness 49 Starbucks  38, 81–82, 97 Starwood hotel chain  190 state of mind, cultivating resilience  162–63 Steelcase 22 stereotyping 14–16 Stone, Nan  140–41 stress and bad habits  65–66 effects of meditation  193–95 in open plan offices  21–22 negative impacts of technology  112–13 Sullivan, Anne  40, 42–43 Surban, Glori  124 synchronicity 175 talent attraction and retention  99–100, 119–22 Taylor, Earl L.  168 team building, lululemon  176–81 teamwork, psychological safety model  173–74, 179 technological unemployment  153, 189–91 technology benefits in the workplace  113–17 negative impacts in the workplace  112–13 neural implants  195–97 TED Talks Angela Lee Duckworth  37–38 Nilofer Merchant  63–64 testosterone 12 The Beatles  44 The Body Shop (case study)  95 Tolstoy, Leo  199 TOMS Shoes (case study)  169–71 Trabun, Major Michael A.  79 Turkle, Sherry  113 Tversky, Amos  59 Twitter  114, 151, 192 unemployment caused by robots  189–90 technological unemployment  153, 189–91 unhappiness  see happiness disruptors upstream interventions  77–78, 80–81 US Military  190, 196–97 US Navy, emotional intelligence and high performance  79–80, 81 Van Gogh, Vincent  44 Virgin Group  44, 138 case study  137 walking meetings  62–64 Wallach, Wendall  188 Weissberg, Roger  77 Welch, Jack  82 well-being 50 and sense of purpose  133–35 and work  128–29 effects of meditation  193–95 Weller, Craig  104–05 White, Jessie  103 Whole Foods  82, 97, 104–06 Index whole person engaging at work  127–46 recognition in the workplace  130–32 Wilson, Anne  87 Winfrey, Oprah  82 women, challenges to economic well-being 140–42 Woods, Steve  174 work and well-being  128–29 engaging the whole person  127–46 separation from home life  127, 128–29 the future of  190–91 work/life balance  128–29, 132–33 work/life flow  134–38 working mothers  140–42 workplace authenticity of employees  87–90 stress of open plan offices  21–22 World Happiness Report (2015)  35–36 Wydick, Bruce  170–71 YouGov 138 Yunus, Muhammad  94 Zappos (case study)  135–36 227 228 THIS PAGE IS INTENTIONALLY LEFT BLANK ... higher-performing, innovative and compassionate teams should read this book All of us know that great people make great companies As a leader, I am always looking for better ways to engage our team, attract high-performing... UC Davis and author of Thanks! ‘I love the combination of strategy and action, thinking and doing as well as the compassion, gratitude and adventure in this book Jennifer Moss is all that and. .. Thank you for exploring and clarifying how we can engage in a happiness strategy that is accepting, inclusive and real.’ Luis Gallardo, Founder of the World Happiness Summit and author of Brands