Guru CEO Rick Nucci's inability to share honest feedback held his startup back, he says — creating a culture of 'death by 1,000 smiles.' Here's how he fixed it.
When Rick Nucci was five years into his CEO job, he realized something important: The way he spoke to employees was hurting his company more than helping it.
"I trained myself to be extra careful with my words," Nucci tells CNBC Make It, adding: "What I thought I was doing was helping them by not hammering them — by being like, 'Here's the great thing about what you did.'" Here's how he learned that he was part of the problem, and the two skills he says he adopted to help prevent toxicity from taking root in his workplace.Nucci changed his approach to doling out feedback in 2018, after he witnessed a presentation on "The presentation included a phrase that resonated with him: "ruinous empathy," or the act of praising someone just to be nice or spare their feelings.
Guru also now holds two annual training sessions on honest and open communication, Nucci says. Employees then pair up — often, across levels of hierarchy — to practice sharing feedback with one another, he adds.
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