Smiling with Anger

Khun Chumsai has resigned!

Khun is an honorific placed before a Thai name.

Chumsai was the Thailand-based “key account manager” for a German multinational that supplies software for urban traffic control safety.

Reggie Pennington, a Brit who heads the Thailand, Malaysia, and Singapore region, called me in Tel Aviv and asked me to get to Bangkok as soon as possible to help do damage control and bring Chumsai back from the brink. Reggie was entirely dependent on Chumsai to close the sales cycle for a new product across major Thai municipalities—a process that had been running for two years.

Reggie told me Chumsai had accepted a job at the very client where he’d served as key account manager. Reggie said he was completely blindsided. Chumsai had seemed to be working as usual, with no complaints whatsoever. “He was always smiling.”

I booked a week-long trip to Bangkok and held a series of meetings that surfaced the issues behind Chumsai’s decision to leave. These are exact quotes.

  1. “Khun Reggie has no time for small talk. So he must really care only about the business, not about the people.”
  2. “When we work late, Reggie never asks us out for a drink afterward—he tells us to go home and spend time with our families. Some of us don’t have families here in the city.”
  3. “Khun Reggie invited Tom, the product expert from corporate HQ, to meet with the client. We planned the meeting in the taxi on the way there, so I understood I was being marginalized.”
  4. “At the client meeting, Khun Tom spoke too loudly when the client raised concerns, saying he was ‘convinced’ the rollout of the new product would be ‘seamless.’ That embarrassed me deeply—it came across as arrogant, and I worried I’d look bad in the local market.”
  5. “After the meeting, we debriefed—again in a taxi. They talked so fast I couldn’t contribute. My role as their ‘yellow face’ is over.” He smiled with anger.

I didn’t think it was possible to stop Chumsai from leaving. Reggie asked if “a large stay bonus might solve the problem.”

Reggie was not an easy client. After two more resignations of locals, Reggie was fired.

Lessons

  1. If you use a local employee only as your “face” to the client—nothing more—you’re setting yourself up for failure.
  2. Learn to read the subtle ways your local staff signal discontent; it rarely arrives as a direct complaint.
  3. The local manager stays behind with the client after the meeting; the HQ visitor goes home. It’s the local who’s left to lose face.
  4. Understand the value locals place on planning ahead. In many cultures—though not all—it signals dedication and respect, and skipping it can read as a slight.
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The part we don’t see: Can OD deal with all types of organizational pathology?

Most organizational stories have two layers. On top: the resignations, the layoffs, the calm press release about someone “pursuing new opportunities.” Underneath: a quieter story that usually never makes it into any boardroom minutes.

By the time a company calls in organizational development help — team workshops, surveys, leadership coaching — it’s often already past the point where that kind of help works. OD tools are built to fix a system that basically still wants to survive. They assume the people at the top still care, at some level, about the company’s future. But sometimes, by the time anyone notices something’s wrong, the leaders have already quietly decided their own payout matters more than the company does. No workshop fixes that.

This is the part that stays hidden: a slow, private shift where loyalty to the company gets replaced by a private deal between a few individuals. It doesn’t look criminal from the outside. It looks like severance packages, “strategic reviews,” and well-timed exits. Each piece looks reasonable on its own. Put together, they add up to something else — a quiet draining of the company by the very people who were supposed to protect it.

And here’s the part a genuinely good consultant knows instinctively: when you smell this pattern — leadership already checked out, board already compromised, everyone protecting their own exit — you don’t try to fix it. You don’t touch it, and you avoid it like the plague. This isn’t a culture problem you can coach your way through. It’s a live transaction in progress, and getting involved either makes you complicit or makes you the next person pushed out for asking questions. A seasoned advisor recognizes the smell early and leaves before the story becomes theirs too.

What makes this hard to stop is that nobody has to conspire. Everyone around the table just quietly gets their own reward for looking the other way. The finance chief gets budget cover. HR gets a promotion. The chairman buys silence. The CEO gets his number. Nobody breaks any law you can point to. That’s exactly why it’s so hard to catch.

A case

Jean Marie McDonald, originally from Montréal, ran M-A-S, a data security company based in Cincinnati with offices in 25 countries. His chairman, Bob, was 66 — a former Fortune 500 executive who’d gotten the chairman job as a parting gift from a colleague who wanted him gone. Bob took it happily. He wanted to fish, travel, and spend time with his new girlfriend, Orange, from Bangkok.

People were surprised when Bob picked Jean Marie as CEO. Jean Marie came from operations, not strategy. He wasn’t especially creative, and his style rubbed people the wrong way. But he was charming, great with senior relationships, and fluent in Japanese — a skill that had once helped the company through a crisis in Japan. That language ability, plus his operations background, is what got him the job.

When Jean Marie took over, M-A-S had too many products, not enough investment in the engineering that actually made money, and three major customers ready to walk. It also had plenty of cash in the bank.

Three years later: revenue down 40%. Cash almost gone. Engineers leaving in droves. Three failed acquisitions. The company’s reputation in tatters.

Bob invited Jean Marie to lunch.

He said he’d stayed out of the way until now, but it was time to part as friends. He offered Jean Marie $8 million, lifetime use of the company jet, and lifetime country club membership — if Jean Marie would resign “for personal reasons” in two months and never speak about the deal for ten years. The money would come from a slush fund in the Isle of Man, paid out slowly over a decade to keep him quiet. One more thing: Jean Marie had to cut 30% of the staff before leaving.

Jean Marie said $8 million wasn’t enough — and mentioned, casually, that he knew about Bob’s personal use of the company jet. They settled on $12 million over nine years of silence.

They then prepared the board presentation together, with help from CFO Fabien Lebrun and HR head Gloria Ramsbottom, who showed up dressed more modestly than usual, having noticed how closely Bob had been looking at her at the last meeting.

Fabien reshaped the numbers just enough to get the current budget approved. Gloria, having secured herself a promotion to SVP and first-class travel to Asia, prepared the layoffs. Two days after Jean Marie left, Fabien started rumors of a possible acquisition, and the stock ticked up. Bob retired a week later.

By the end, 70% of the company’s staff had been let go. Market share had dropped 60%. A cash crisis was looming.

In town, it was quiet. A few angry comments showed up on a local Cincinnati business website. That was all.

Severe Pathology

What happened at M-A-S isn’t just bad management — a wrong strategy, a rough market, a bad hire. Those problems are fixable. What happened here is something deeper: the people running the company stopped caring whether it survived, as long as they got paid on the way out.

A few signs mark this kind of severe pathology:

The incentives flip. In a healthy company, leaders do better when the company does better. Here, that link breaks. Leaders quietly start asking a different question: how much can I take out, and how do I protect it, before this ends? The org chart looks the same. The loyalty underneath it is gone.

Nobody has to conspire. Everyone just follows their own reward. The CFO gets cover for the numbers. HR gets a bigger title. The chairman buys silence. The CEO gets his payout. No one technically breaks a rule. That’s exactly what makes it so hard to catch or punish.

Secrecy becomes a weapon. The NDA, the offshore fund, the years of required silence — these aren’t normal severance terms. They’re built specifically to stop anyone — employees, shareholders, the next leadership team — from ever finding out what really happened.

The board looks away. None of this works without a board that doesn’t ask questions. Bob’s “I’ve stayed out of it” was framed as trust. It was actually what let the damage go unchecked.

The real story gets hidden behind a nice one. Losing 70% of the staff and 60% of the market gets quietly repackaged as a leadership change “for personal reasons.” That gap — between what really happened and what gets said publicly — is usually the clearest sign something is deeply wrong.

This is exactly why standard OD work — surveys, coaching, culture programs — can’t reach this kind of damage. Those tools work when the people in charge still want the organization to succeed. Severe pathology starts exactly where that stops being true. And a consultant who’s seen this before knows the smartest move isn’t to dive in and try to save it — it’s to recognize the pattern early, keep their hands off, and walk away before they become part of the story.

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The Death of Employee Discretion-We are in dire straits (Hebrew Translation below)

Paul is a customer service agent at a credit card company. He got a call from a client whose wallet had been stolen.

Paul followed the protocol-directed questions to identify the client. The client was clearly confused — he had no wallet, no passport, and was in another country.

The client answered 2 out of 3 questions correctly, which was not enough to cancel the card and issue a new one. So Paul asked a different set of questions. This time, the client answered only 1 out of 3 correctly — but it was the very question he had gotten wrong the first time.

Paul was convinced that the client was who he claimed to be, but protocol (the system) did not allow him to use his discretion.

So Paul answered: “Sorry sir, I cannot proceed to process your request; please call again in another 24 hours.”

Paul cannot use his discretion.


Sarah sells travel insurance on the phone to supplement her income while finishing her nursing studies. A 71-year-old caller asked for travel insurance for a two-week trip to India.

Sarah noticed that, in the caller’s “Medical Status Report,” the caller has an inhaler. Protocol (controlled by the software) insists that her respirologist provide a letter stating she is fit for travel.

The caller explained that she had childhood asthma until age 14, and she has no respirologist.

As per protocol — which limits all calls to 8 minutes and demands a letter from her respirologist — the caller did not get insurance.

Sarah thought to herself: “What a shitty job; I have no discretion at all.”


So, as software-limited decision-making has eliminated the use of discretion, the use of common sense is lost, and the employee is denied the right to think.

Now, as AI comes knocking at our door to replace other capabilities — all of this made much worse by the digital moat between service providers and the public — we are indeed in dire straits.

פול הוא נציג שירות לקוחות בחברת כרטיסי אשראי. הוא קיבל שיחה מלקוח שהארנק שלו נגנב. פול עקב אחר השאלות שהפרוטוקול הכתיב כדי לזהות את הלקוח. הלקוח היה נבוך בעליל — לא היה לו ארנק, לא היה לו דרכון, והוא היה במדינה זרה. הלקוח ענה נכון על 2 מתוך 3 שאלות, מה שלא הספיק כדי לבטל את הכרטיס ולהנפיק חדש. אז פול שאל סדרת שאלות אחרת. הפעם, הלקוח ענה נכון רק על שאלה אחת מתוך שלוש — אבל זו הייתה בדיוק השאלה שטעה בה בפעם הראשונה. פול היה משוכנע שהלקוח הוא אכן מי שהוא טוען שהוא, אבל הפרוטוקול (המערכת) לא איפשר לו להפעיל שיקול דעת. אז פול ענה: “מצטער, אדוני, אינני יכול להמשיך בטיפול בבקשתך; אנא התקשר שוב בעוד 24 שעות.” לפול אין אפשרות להפעיל שיקול דעת.

שרה מוכרת ביטוח נסיעות בטלפון כדי להשלים את הכנסתה בזמן שהיא מסיימת את לימודי הסיעוד שלה. מתקשרת בת 71 ביקשה ביטוח נסיעות לטיול של שבועיים בהודו. שרה שמה לב שב”דוח המצב הרפואי” של המתקשרת מופיע שיש לה משאף. הפרוטוקול (הנשלט על ידי התוכנה) מתעקש שהרופאה הריאתית שלה תספק מכתב המאשר שהיא כשירה לטיסה. המתקשרת הסבירה שהייתה לה אסתמה בילדותה עד גיל 14, ושאין לה רופאה ריאתית. בהתאם לפרוטוקול — המגביל כל שיחה ל-8 דקות ודורש מכתב מרופאה ריאתית — המתקשרת לא קיבלה ביטוח. שרה חשבה לעצמה: “איזו עבודה מחורבנת; אין לי שום שיקול דעת.”

וכך, כאשר קבלת החלטות המוגבלת על ידי תוכנה מבטלת את השימוש בשיקול דעת, השימוש בשכל ישר הולך לאיבוד, והעובד נשלל ממנו הזכות לחשוב. כעת, כשהבינה המלאכותית דופקת על דלתנו כדי להחליף יכולות נוספות — וכל זה מחמיר עוד יותר בשל התעלה הדיגיטלית שבין נותני השירות לציבור — אנו נמצאים אכן במצוקה קשה.

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