Another key quote that explains the fundamental misalignment of incentives at the employee level - you're rewarded for increasing engagment metrics. So why do something that might decrease it?

"But anything that reduced engagement, even for reasons such as not exacerbating someone’s depression, led to a lot of hemming and hawing among leadership. With their performance reviews and salaries tied to the successful completion of projects, employees quickly learned to drop those that received pushback and continue working on those dictated from the top down."