Emotional Responses in Mergers and Acquisitions
Much has been written recently in the financial press and various business school publications on what makes a merger or acquisition a success or failure. One of the most striking things however, seems to be the lack of attention paid to the emotional reactions of individuals, groups and indeed whole corporations to this process, which is now almost an every day occurrence.
My own professional work has involved working with a number of ‘ blue chip’ organisations over the years who have undergone such a process. Not surprisingly perhaps they often turned to me for advice and support on how to proceed and offer the best way forward for people caught up in the maelstrom of feelings produced by merger and acquisition activity.
Reducing anxiety
The general view when conducting merger and acquisition activity is – “get on with it”, preferably quickly, and communicate with all staff members as honestly and frequently as you can. Even when there is nothing to communicate, say so. This makes sense to me from a psychological viewpoint. Reduce anxiety, remove the opportunity for rumour to spread with the wrong information and generally try to keep peoples’ stress levels as low as possible.
Why? Because once a merger or acquisition has been announced the emotional brain takes over (it acts more quickly than the rational mind) and people start to behave in all sorts of irrational or illogical ways. The results on sales and productivity at this point can be devastating for the company, as anyone who has ever participated in merger and acquisition activity knows.
Whatever happened to the customer?
“ Whatever happened to the customer? “ is always a key question. Generally the company or companies become wholly preoccupied with themselves, internally focussed and, at least initially, on “red alert”. Focus on “the customer” is nowhere to be seen. What does this do to the bottom line of the business? Profits disappear as quickly as the customer focus.
Emotional intelligence
What sort of reactions can we expect from a workforce (or two in the case of a merger) once the merger and acquisition activity has been announced? Daniel Goleman in his book “ Emotional Intelligence” gives us some solid information on the different types of emotions, how they may be experienced and how even our childhood experiences or perceptions can colour our vision in times of distress. The book is valuable reading for any senior manager who is contemplating or participating in merger and acquisition activity.
Prominent emotions
I have tried to summarise a few of the more prominent emotions that I have dealt with during M&A activity. For brevity and because the emotional brain is symbolic, i.e. it likes pictures, metaphors and parables rather than critical mechanically produced data, I have chosen to represent the process in pictures.
1. “On a high” – “ I might get a better job “ “ I’m for the high jump “(I’ll get fired). Individuals will respond differently depending on their personal history and level of optimism about the process.
2. “Fog” – “I’m afraid” – “I can’t see my way through” – “Am I the only one with this feeling?” – “I can’t see how others are reacting and I’m alone with my fear” – “Dare I say how I feel?” No.
3. “Sharks” – Once the two companies are brought together as part of a merger (very few are actually mergers) usually one culture dominates. Then the company which is not ‘the winner’ often feels that they are in shark-infested water and need to be ultra-cautious about what is said and to whom (paranoia). This paranoia is, of course, based on reality – as they can no longer rely on their informal network (“ the way things get done around here “) for support. New rules now apply and they don’t know them.
4. “Soup” – This is more positive than might appear. Once some informal communication has begun then people begin to realise that they are often in the same place. Even people in the acquiring culture are fearful of change (most of us are at some level) and honest dialogue can begin to take place.
At Thompson Dunn we have put together a specific workshop “Leading yourself through change“ which is designed to help support organisations going through such a process. We feel strongly that each person must take individual responsibility for his or her outcome during merger and acquisition activity. In other words, if you don’t like the flavour of the ‘soup’, what are you going to do about it?
We profoundly believe that M&A activity is organic, complex, subtle and heavily dependent for its success on the ‘ buy in ‘ from the whole community – the acquired, those doing the acquiring and people at every organisational level. The process is not linear, rational and mechanistic, which is often the way in which the process is handled. People based consultancies like ourselves need to be involved early in the process if we are to be effective, particularly when advising senior management on ‘ soft ’ issues which, we believe, will ultimately make or break the deal.
Have a look at these books as they offer some interesting further reading on this subject.
“Emotional Intelligence“
Daniel Goleman
ISBN 0-553-09503-X
“Flow – The Psychology of Optimal Experience“
Mihaly Csikszentmihalyi
ISBN 0-06-092043-2
“The Living Company“
Arie de Geus
ISBN 1-57851-820-2
“What Colour is Your Parachute?“
Richard N. Bolles
ISBN 1-58008-727-
By Pat Thompson
Read more about mergers and acquisitions.
80% of Decisions are Made Intuitively
As science advances, it is emerging that thinking with your heart and not your head may be more reliable than once thought. Recent developments in neuroscience have concluded that 80% of decisions are made by the intuitive and primal parts of the brain, as opposed to the rational, complex and information-processing parts.
The facts:
1) We have stone-age brains housed in modern skulls. Science has shown that the brain’s hardwiring causes us to behave in a more primitive way than we might think.
It is a common misconception that, as humans, we are highly advanced, matching the complexity of the tools and machines in our modern society. However, we must take into account the fact that our modern world is the summation of ingenious ideas over many centuries, not a single decision from a single person.
The Genome Lag principle states that our everyday lives and the decisions we face are becoming more advanced than our brain anatomy can cope with. Cavemen are 500 generations away from us, whereas most of the technology we use today has been around for 2. Cavemen relied on their gut instinct, fight or flight response to survive. Given that humans are still around today, this mechanism is an effective means for survival. We should not ignore the accuracy and efficiency of this response, and not be afraid to follow it.
2) Conscious thought is like the tip of the iceberg
The emotional and unconscious area of the brain is larger than the rational and conscious part and so the brain processes more emotive than cognitive activity (Baker, 2006). Furthermore, the degree to which signals run from the emotional brain to the rational brain outnumber those running in the opposite direction by a ratio of ten to one (Hawkins and Blakeslee, 2004). Our subconscious can pick up subtle clues from the environment before we consciously and rationally can understand what they mean or what to make of them.
3) Gut instincts happen at great speed before complex thought processes
It has been scientifically proven that the information received by the Amygdala pathway in the brain responsible for raw emotions (anger, happiness, fear..) is simpler to processes than complex information in the neocortex (Adolphs et. al, 1999). Therefore, when trusting these raw emotions, rewards can be reached quickly and effectively, without the need for too much rationale.
In conclusion, your intuitive thinking is a quick and effective mechanism that far predates your rational thinking. The most primitive process in the brain has survived the evolution of 500 generations and the reason for this is it’s survival value. Trusting your instincts could be the most beneficial factor when making decisions in the modern world.
How intuitive are you?
Thompson Dunn uses the Decision Profile to measure the ways in which we make decisions and our attitudes towards them. It looks at attitudes towards risk, luck and decisiveness and provides insight into whether you will rely on the facts or trust your hunches.
Please contact Anna Pulleyn for your opportunity to trial this test free of charge for a limited period at anna.pulleyn@thompsondunn.com
By Marc Jacobson