The Trouble of Mitigated Speech & Hofstede’s Power Distance Index
December 30, 2008 by dr. lam
I can’t help but draw from Gladwell’s Outliers again as source material since it is so rich with ideas that have profoundly shaped my thinking. He talked about why Korean Airlines had one of the worst crash records from the late 80s to the late 90s. Interestingly, what he also found is that when the most experienced pilot flew, there was the highest chance for a crash, whereas when the least experienced pilot flew, it tended to be the safest flight.
What was observed at KAL was that the subordinate or lesser pilot would pay deference to the senior captain so he could almost never overtly challenge the senior captain’s stewardship of the plane. He would then speak in what is termed “mitigated speech”, i.e., very elliptically made speech that never directly attacked the captain. For example, if the plane had too much ice to make flying the plane a safe venture, the co-pilot would say something like, “Boy, it’s cold out there.” Of course, the pilot would have no idea what he was talking about. He could up the ante a bit and say, “Boy, the wings look a bit icy tonight, what do you think?” He might even go so far as to say, “Maybe we should take another look to see if there is too much ice on the wings to fly?” In almost every case, the Korean pilot would be too oblique in his commentary and deferential to change the captain’s mind about something that should have been very obvious.
The Korean language carries many honorifics and many layers of deferential speak that separate societal ranks. Customs further reinforce this behavior. For example, no one can start eating at the table until the most senior person starts. However, the most senior person can start eating way before anyone else is sitting at the table. Gladwell looked at Hofstede’s power distance index of various countries (click here to see Hofstede’s global PDI map). He found that Americans have a very low PDI, i.e., subordinates are very comfortable telling off a senior member whom they found to be wrong. However, even in the U.S., lower-ranked pilots would still at times have trouble telling the captain that there was a problem so that new training required that a lower-ranked U.S. pilot would try 3 times to convince a senior pilot that what he was doing was dangerous and if he could not that he would simply take over the cockpit.
Korean Airlines has become one of the safest airlines today because of a radical overhaul to the culture. All KAL pilots must be fluent in English, which helps them communicate better with international air-traffic control and also minimize the PDI issues. They also trained with U.S. pilots to start breaking down long-held PDI structures.
I have told this story to all of my staff so that they do not engage in a PDI issue with me. I need to know honestly what I am doing right and what I am doing wrong. I have asked them to run my ship with frank candor. I do not hire “Yes Men” and I do not want a “Yes Men” mentality to hold sway over my ship. I have asked the same candor from my patients. Open dialogue is the key to any relationship by breaking down the PDI at a fundamental level.
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