Marriott CEO Demonstrates Authenticity

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A Forbes article calls him an “authentic leader” and applauds his video about the business. Marriott CEO Arne Sorenson begins by talking about his appearance: he is undergoing treatment for pancreatic cancer.

Sorenson gives the bad news directly: the company hit from COVID-19 is worse than the impact from 9/11 and the 2009 financial recession combined. He compares the worst quarter in the company’s history—about a 25% revenue decline—to the almost immediate 90% decline today.

Towards the end of the video, Sorenson is visibly emotional as he talks about employees losing their jobs.

Discussion:

  • What principles of delivering bad news does Sorensen use in the video?

  • How well does Sorenson balance emotional appeal, logic, and credibility in this message?

  • In addition to authenticity, what other leadership character dimensions does Sorenson demonstrate?