Category: Management Thinkers

Posted on by

Lewin, Bridges and the Phases of Change

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

Change is a never-ending part of organisational life, and managing it effectively is one of the principal challenges for managers. So you need to understand the process, so that you can support effective change in the people who make up your organisation.

This was a topic addressed by one of the twentieth century’s leading thinkers in workplace psychology (and a regular feature of the Management Pocketblog – see below); Kurt Lewin. Among his many contributions to our understanding of organisational life is a three-part model of change.

Forces for Change

Lewin regarded us as subject to a range of forces within our environment, which he divided into:

  • Driving Forces, which promote change, and
  • Restraining Forces, which hinder it, consisting of our inner resistance to change and our desire to conform to what we perceive to be the established social norms.

Three Phases of Change

Kurt Lewin - Freeze Phases

1. Unfreezing

Lewin identified the first phase of change as unfreezing established patterns of behaviour and group structures. We do this by challenging existing attitudes, beliefs and values, and then offering alternatives. This allows people to start to relax from their restraining forces; preparing them for change.

2. Changing

The second phase is changing, in which we lead people through the transition to a new state. This is a time of uncertainty and confusion, as people struggle to build a clear understanding of the new thinking and practices that will replace the old. The range of different responses you will encounter means that good leadership is essential. Without it, people will follow whatever weak leadership they can find. A great danger is people’s susceptibility to gossip and rumour during times of change.

3. Freezing

Eventually, a new understanding emerges. Lewin’s third phase is freezing (sometimes refreezing) these new ways of being into place, to establish a new prevailing mind-set. During this phase, people adapt to the changed reality and look for ways to capitalise on the new opportunities it offers. Alternatively, they might instead make a decision to opt-out from the change and move on.

Subsequent Interpretations

When Lewin described this model, he was clear that the phases represent parts of a continuous journey; not discrete processes. However, not everyone understood this – or even took the time to read Lewin’s own writing. The model became neglected largely because his use of the term ‘phases’ led to false interpretations that he was referring to static stages.

However, we might equally argue that his thinking is in rude health. In his excellent 1980 book, ‘Managing Transitions: Making the Most of Change’, William Bridges put forward a similar three stage model of changes, or transitions:

  1. Letting go
  2. Neutral zone
  3. New beginning

Bridges’ books are best sellers that give readers much practical advice on how to support people through each of the three stages of their transition.

Whether in the original form proposed by Lewin, or in the more modern form presented by Bridges, the three phases model is immensely valuable. It focuses us on how to move people through change. As both the first systematic work on organisational change and as a starting point for designing a change process, an understanding of this model is vital for any manager who is working in the arena of change.

Next week, we will look at a complementary model of how people respond to imposed change, developed by Cynthia Scott and Dennis Jaffe.

Further Reading

  1. The Managing Change Pocketbook
  2. The Handling Resistance Pocketbook
  3. Frontiers in group dynamics: Concept, method and reality in social science; social equilibria and social change, Kurt Lewin, in Human Relations (1947).
  4. Managing Transitions,
    William Bridges, Nicholas Brealey Publishing, Rev Ed 2003

Three Management Pocketblogs about Kurt Lewin

  1. The World belongs to Unreasonable People
    The CECA Loop
  2. Elastic Management
    Kurt Lewin’s Force-field Analysis
  3. Predicting Behaviour
    Lewin’s equation for predicting behaviour
Share this:
Posted on by

The Leadership Challenge

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

The Management Pocketblog is absolutely bristling with articles about leadership and leadership models. There is a roundup of some of the best at the end of this one and we will make use of them in the exercises within this blog. So, for the Pocket Correspondence course, I want to look at a different model: sometimes called ‘The Leadership Challenge’ after the book that introduced it, and more properly known as ‘The Five Practices of Exemplary Leadership’.

The authors, Jim Kouzes and Barry Posner, researched thousands of personal case studies to extract five core behaviours which they believe represent leadership at its best. These five practices therefore represent a ‘behavioural model’ of leadership, rather than a style or traits based model. The behaviours fulfil five essential roles of a leader.

Along with the model, they have developed a wealth of evaluation and developmental tools that form one of the most coherent packages available to managers who want to develop as leaders.

The Five Practices of Exemplary Leadership

The Leadership Challenge

I don’t want to say too much about this excellent model directly, because it would be wrong to infringe upon the authors’ copyright. Instead, I want to use this module for self study.

Exercise 1: Learn about The Leadership Challenge

If you aspire to lead, then this is essential reading and the authors have written a number of books and proprietary resources that are available from your favourite booksellers. But they also make a a wealth of valuable material available for you to look at on their website, at: http://www.leadershipchallenge.com.

Exercise 2: Compare and Contrast

Another well-known and valuable role-based model of leadership is John Adair’s Action Centred Leadership. Take a look at it in the earlier blog post: Team Leadership.  What features do they share, and what does each offer to complement the other?

Take a look too, at the four common abilities of a leader in Manager to Leader: Warren Bennis (Part 2). How does this model fit with your emerging understanding?

Exercise 3: Traits and Styles

Thinking about styles of leadership, take a look at the earlier blog in The Pocket Correspondence Course, Situational Leadership. And, whilst there are few formal models about the traits of leaders, the Pocketblog Aubrey and Maturin, Arthur and Merlin highlights the different traits of fictional pairings, both of whom show different styles of leadership: Aubrey and Maturin, Arthur and Merlin, Kirk and Spock, and Holmes and Watson.

Further Reading

  1. The Leadership Pocketbook
  2. The Management Models Pocketbook
    Specifically covers the Leadership Continuum and Action Centred Leadership

The best Pocketblogs about Leadership

  1. Situational Leadership
  2. The Science of Leadership: Warren Bennis (Part 1)
  3. Manager to Leader: Warren Bennis (Part 2)
  4. The Apprentice and Five Levels of Leadership
    (Jim Collins’ ‘Good to Great’)
  5. Team Leadership
    (John Adair’s ‘Action Centred Leadership’)
  6. Aubrey and Maturin, Arthur and Merlin
Share this:
Posted on by

Howard Gardner’s Theory of Multiple Intelligences

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

‘How intelligent are you?’

We like to measure each other and measuring intelligence seems particularly important to some. Its practice has a long and often unpleasant history. Harvard psychologist, Howard Gardner, has done more than anybody to challenge the ‘single measure’ approach to understanding intelligence, and has introduced a more comprehensive understanding of intelligence.

Instead, Gardner proposed that a better question is:

‘How are you intelligent?’

… in what ways? He proposed that we each have a range of intelligences, which we deploy in varying strengths. Our talents derive from combinations of these intelligences.

Gardner has worked hard to define ‘intelligence’ and set criteria for which capacities to consider as intelligences. Predictably, each of these has attracted much debate. Gardner himself has settled on eight intelligences – others propose more.

Howard Gradner's Theory of Multiple Intelligences

Verbal/Linguistic Intelligence

Our ability to read, write and communicate using language, used by authors, journalists, orators, debaters and people who speak several languages.

Logical/Mathematical Intelligence

This is shown by analytical thinkers who value reason and are good at calculation; people well suited to science and engineering, the law and accountancy, economics and even detective work.

Visual/Spatial Intelligence

This makes us highly aware of spatial relationships, shape, colour and form; strong in artists, architects and designers – also navigators and cartographers.

Musical and Rhythmic Intelligence

Do you listen to, make or compose music? This intelligence makes you sensitive to tone, melody, harmony and rhythm. The term virtuoso applies to people such as singers, performers, and composers who have and deploy this intelligence to a high degree.

Bodily/Kinaesthetic Intelligence

This intelligence manifests in two ways – both linked to a precise awareness of movement, and control of our bodies.

  1. Some excel at balance and co-ordination, using their whole body with grace and power – think about sportspeople, actors and dancers.
  2. Others exercise control, but through precise use of their hands or feet, excelling in areas like sculpture, surgery, craft.

Interpersonal (Social) Intelligence

This helps us socialise and collaborate, giving an understanding of people (empathy) and helping us to put them at their ease. It accounts for confidence in making small-talk, listening intently and leading naturally. Teachers, therapists, nurses and good salespeople excel interpersonally.

Intrapersonal Intelligence

This reflects both the ability to reflect and introspect (mindfulness), and our ability to manage our own motivation, feelings and behaviour.

* For more on Interpersonal and Intrapersonal Intelligences, take a look at this Pocketblog: There’s more to Emotional Intelligence than Daniel Goleman.

Naturalist Intelligence

Stamp collectors exhibit this intelligence in a world apart from nature: they love to collect. The naturalist has affinity for the natural world, understanding how it works and often having an uncanny knack for memorising hundreds of names. If they can, they collect – rocks, insects, photos – anything. Gardeners, pet-owners, environmentalists, and scientists exercise this intelligence. So too do the people who photograph bus, train or lorry numbers.

Critique

If we each have different strengths, then the power of a team comes from its diversity and therefore the abilities of its members to apply differences intelligences to the problems they must solve and the decisions they must take.

Gardner’s work has polarised debate in some quarters of education and psychology. Some love it; it fits with their world view, making intelligence more egalitarian and recognising that there is more to learning and knowledge than literacy and numeracy. Others challenge its lack of empirical support from either well-validated testing processes or neurology.

However, many educators find plenty of support in the educational results they attain, using it to guide their teaching. For managers, this offers a powerful model of learning styles which can be applied to developing people, and a valuable way to understand why a diverse team will outperform a homogeneous one. As Gardner notes:

‘These intelligences are fictions – at most, useful fictions
– for discussing processes and abilities that (like all of life)
are continuous with one another.’

 Further Reading

  1. The Learner’s Pocketbook
  2. Frames of Mind: Theory of Multiple Intelligences, Howard Gardner, Basic Books, 4th Edition, 2011
  3. Howard Gardner and multiple intelligences, the encyclopedia of informal education, Smith, Mark K. (2002, 2008), www.infed.org/thinkers/gardner.htm
  4. Pocketblog: There’s more to Emotional Intelligence than Daniel Goleman
Share this:
Posted on by

Meredith Belbin’s Team Roles Model

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

‘What makes a good team and how can I construct one?’

…are questions every manager, supervisor and team leader asks themselves at some stage.

They are also questions that many researchers, thinkers and management commentators have tried to answer in their own way. Two sources of particularly valuable insights that you can read about on the Pocketblog are:

However, one of the most successful researchers into team dynamics was Meredith Belbin. His work has produced a widely used and very helpful set of diagnostic and training tools, that are also reasonably priced.

No interest to declare here; I have just been a user of Belbin tools for many years, since I first encountered them on a training course in the mid 1990s. I have used the tools in my own training and find that participants get a lot from them. Find out more at www.belbin.com

Belbin’s website and books tell the story well, but here it is in a nutshell.

The Origins of the Belbin model.

Belbin and his co-workers observed a great many management teams doing standardised tasks, to try to find what might predict success or failure. Their findings included:

  1. Teams that were too small or too large were less likely to succeed. Five was a good number.
  2. In teams, people seem to play a variety of different roles.
  3. Teams where all of the roles were represented were more likely to succeed than ones with noticeable gaps. (One person could play more than one role).
  4. Teams where two or more people competed to play certain roles were less likely to succeed.

The Team Roles Model

Out of this work came Belbin’s Team Roles Model – a set of identifiable roles that the researchers saw people playing. In the initial research, eight roles emerged. Later, Belbin added a ninth role and changed some of the titles he used.

Belbin observed that we each have preferences for one or more different roles and team success comes when members contribute the full range of roles, without clashes and competition to fulfil some of them. Here are the nine roles, with the names Belbin currently assigns.

Belbin Team Roles

In the illustration of the nine team roles, we can see three families of Roles:

Socially Adept Roles

The Co-ordinator, Team Worker and Resource Investigator roles are all favoured by people with strong social instincts and require good interpersonal skills to deliver effectively. The Co-ordinator seeks the best contributions from the team, while the Team Worker promotes good working relationships, and the Resource Investigator looks outwards to a network of contacts beyond the team.

Task-focused Roles

The Shaper, Implementer and Completer Finisher roles are all strongly focused on getting the job done: the Shaper on getting it started, the Implementer on making progress, and the Completer Finisher on tying up loose ends.

More Cerebral Roles

The Plant, Monitor Evaluator and Specialist all prize thinking carefully above doing. The Plant initiates ideas, the Monitor Evaluator reviews the team’s thinking and outputs, and the Specialist contributes deep expertise.

Some Comments about the Model

My experience, and Belbin’s guidance notes, highlight many factors about this excellent model, which you can use if you buy the materials from www.belbin.com. Here are some key points:

  1. The Belbin evaluation tools are not psychometrics. They are well calibrated and developed over a long time, but they tell you about a person’s preferences now – based on their situation, experiences and how they relate to other team members. Belbin profiles shift over time.
  2. The tool is not suitable for recruitment or advancement selection – it is designed to help understand and address team dynamics.
  3. Some people have one or two strong team role preferences, others have several and are more balanced. Every conceivable profile seems to appear over time.
  4. Team members can adapt their style and therefore active profile, in response to awareness, training and support.

Further Reading

  1. The Teamworking Pocketbook
  2. Teambuilding Activities Pocketbook
  3. The Belbin Team Roles website
Share this:
Posted on by

Bruce Tuckman’s Group Development Model

There are a number of Pocketblogs about Bruce Tuckman’s highly successful model of group and team development.

Here is a quick reference to them all.
Click the headings to go to the blog.

Forming, Storming, Norming: The Tuckman Model of Group and Team Development

… a general introduction to the model – part of the Pocket Correspondence Course series of blogs.

Swift Trust–Why some Teams don’t Storm

… introduces the model and looks at the storming phase and uses the concept of ‘swift trust’ to understand why some teams skip over this phase.

Tuckman Plus

… looks at an additional phase: the ‘yawning’ stage.

Tuckman Plus, Part 2: Transforming

… looks at another additional phase: the ‘transforming’ stage.

Team Performance Beyond Tuckman

… isn’t strictly about Tuckman – it introduces the ‘Drexler/Sibbet Team Performance Model’.

There’s more to Bruce Tuckman…

But if it is Tuckman and his ideas that interest you, then you might expect him to feature in our Management Thinkers series. And you’d be right. He’s here:

Bruce Tuckman: Group Development

Share this:
Posted on by

Forming, Storming, Norming: The Tuckman Model of Group and Team Development

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

‘How do new groups of people develop into
effective teams?’

Bruce Tuckman developed the best known and most widely used answer to this question in the early 1960s. Working for the US Navy, he reviewed a wide range of group dynamics research, to identify a sequence of discrete stages that described the findings of most of the studies.

Tuckman himself ascribes the success of his model over other, later models, to the catchy labels he created for the stages.

Tuckman Group Development Model

1. Forming

When a group first comes together, people are keen to get on with the task at hand, but have little idea what is expected of them. In building relationships, they start with the superficial dialogue familiar to anyone who has arrived in a room full of unfamiliar people. As a team leader, focus on giving people work they can get on with and, at the same time, get to know their colleagues. Tuckman referred to this as the forming stage.

2. Storming

People are social creatures, and we need to assert ourselves, find our allies, and make a niche for ourselves. In the next stage, storming, the group turns inward, focusing on relationship building. Conflicts arise as, like hens in the farmyard, we each seek our place in the pecking order. The group may also start to challenge your leadership so, while you keep them focused on work, you need to assert your leadership and provide support to individual team members.

3. Norming

Following the intensely social storming phase, we withdraw into task-focused activities. We hunker down and get on with the work. The group is now more cohesive, focusing on creating procedures, fulfilling defined roles and making progress. This is the norming stage, and it is often very productive. Because people know what their role is now, focus your leadership on creating links between team members and establishing routines and team habits..

4. Performing

As the quality and depth of relationships build, the group reaches its final stage, performing. Group members support each other in their tasks and show greater behavioural flexibility. The group now feels like a team, with individuals stepping into leadership roles as their capabilities and interests dictate. Your leadership can be very subtle, focused on maintaining the productive environment in which the team can thrive, providing them with the information and resources they need, and protecting the team from disruptive interruptions and distractions.

5. Adjourning

Two decades later, in 1977, Tuckman collaborated with Mary Ann Jensen in reviewing further research studies. As well as endorsing his earlier model, their analysis suggested a fifth stage ‘for which the perfect rhyme could not be found’ in Tuckman’s own words.

They called this stage adjourning, although many authors (including me) prefer the term ‘mourning’. As the group separates, there is a palpable sense of loss. The joy of working successfully with valued colleagues is important to us and we mourn its loss. Like in the case of  ‘real’ mourning, you should make time for your team to reflect on the transition and celebrate the past.

Additional Phases

Trainers and writers have introduced additional phases to the model, which each have their value. Two of these, the ‘yawning’ stage and the ‘transforming’ stage have been covered in earlier Pocketblogs:

Critique

Tuckman’s model was not based on primary research and has been criticised for its linear nature and its discrete stages. Despite this, it accords well with people’s experience and has been applied in a number of related formulations.

As a manager, use the model to understand the evolution of your team, and in interpreting what happens among the groups with which you work.

Further Reading

  1. The Teamworking Pocketbook
  2. The Management Models Pocketbook
    looks at Tuckman in Chapter 3
  3. The Teambuilding Activities Pocketbook suggest activities to use with teams as they go through the various stages.

Other Pocketblogs you may like

Swift Trust–Why some Teams don’t Storm

… introduces the model and looks at the storming phase and uses the concept of ‘swift trust’ to understand why some teams skip over this phase.

Team Performance Beyond Tuckman

… isn’t strictly about Tuckman – it introduces the ‘Drexler/Sibbet Team Performance Model’.

Share this:
Posted on by

Motivational Needs

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

If you need to motivate your team, then you absolutely need to understand the concept of ‘needs’.

Most psychological models of motivation, starting with the best known of all – Maslow’s Hierarchy of Needs – are based on a simple premise:

Human beings have needs. Therefore the promise to
satisfy them is necessarily motivating.

Maslow is overdone in training courses, management guides and, yes.. blogs. So we’ll skip that for a moment, but you can always take a look at The Motivation Pocketbook.

Modern thinking focuses strongly on four workplace needs:

1. The Need to Master our Work

We have a deep psychological drive to achieve proficiency and mastery and, when we do so and are able to work at that level, we find our work deeply satisfying. We fall into a ‘flow state’ where our work totally absorbs us.

2. The Need to Feel a Sense of Purpose

What question do small children ask, continually?

Why? Why? Why? Why?

As adults we equally need an answer to this and if we sense that our work has a real meaning and purpose that aligns with our values, then it is highly motivating.

3. Relationships

If you work full-time, then you probably spend more time with your work colleagues than you do with the person or people you thought you had chosen to spend your life with. People are social creatures and we have a powerful need for strong social relationships in which we feel there is a place for us – and ideally some sense of esteem from those around us. Respect is also a very important motivator.

4. Control

Once again, young children hold a mirror to us as adults. Much toddler misbehaviour (and the same is true for a lot of teenage actions) is driven by a desire to control our lives, our environment and our choices. Rob people of control and stress is a rapid result. Give workers more control and that is intrinsically motivating.

Two other Needs Based Models on the Management Pocketblog are:

  1. David McClelland’s Three Motivational Needs
  2. Ryan and Deci’s Self Determination Theory

 

 

Further Reading

The Motivation Pocketbook

The Management Models Pocketbook

Share this:
Posted on by

Transactional Analysis for Managers

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

Have you ever had a conversation where the other person left you feeling a bit like a small child?

Or maybe you have felt like kicking yourself at the end of a meeting because you spent the whole time criticising someone.

Have you found yourself being over protective of a colleague, or perhaps you have seen someone stamp their feet and rebel against a perfectly reasonable request?

What all of these situations have in common is that you can easily understand them, spot them coming, and take control of them, when you understand a simple model of communication, called Transactional Analysis, or TA.

Transactional Analysis - Parent, Adult and Child ego states

Eric Berne developed TA and suggested we can think of all of our communication as coming from one of three ‘ego states’. When we speak, we speak as a parent does, as an adult does, or as a child does. We all encompass all three, but address others from one state at a time, depending on the relationship, how we feel, and how the other person is acting.

Parent Ego State

Parents are both worldly and experienced, and therefore speak critically of anything that does not match their learned view of the world, or they are caring and try to nurture and protect us.

Child Ego State

Children can both do what they want and rebel against any kind of authority and they can conform; adapting themselves to the wishes of those around them. Their responses are primarily driven by the emotions they are feeling.

Adult Ego State

Adults behave rationally, looking for the best outcome and trying to find the most effective way to achieve it. They think things out, rather than repeating past lessons or acting purely on emotion.

Transactions

Transactional Analysis - Parent-Child Transaction

In the workplace, Adult-Adult transactions are nearly always the ideal: both of you are speaking respectfully, looking for the best result. However, if you find yourself annoyed by something I have done, it is easy to find yourself slipping into Critical Parent ego state and addressing my Child state. If I respond accordingly – either by arguing petulantly (Free Child) or by being too obsequious and over-apologetic (Adapted Child) then we will get stuck for a time in that Parent-Child structure.

Likewise, if you feel guilty about asking me to do something so instead of asking assertively, you plead with me (Adapted Child), I will respond from Parent state, by either telling you off or reluctantly agreeing (Critical Parent) or by condescending to act in a patronising manner (Nurturing Parent) thereby taking control of the situation.

Parent-Child transactions work well in communicating, even if what they communicate is rarely healthy for a mature workplace relationship. Consequently, they can persist and become ingrained patterns that repeat over and over again, reinforcing inappropriate power balances.

Other transactions are possible too, such as:

  • Parent-Parent – let’s moan about her
  • Child-Child – let’s play a trick on him

But not all transactions are universally unhealthy:

  • Parent-Parent – let’s gossip about yesterday’s football – a healthy way of passing time in the appropriate context
  • Child-Child – let’s come up with some new ideas – the Child state is the state from which we become creative.

There is a whole lot more to TA than Parent, Adult and Child states and a whole lot more to Ego States than we have covered here. It is a rich and rewarding source of understanding for any manager.

Further Reading

Management Models Pocketbook

Share this:
Posted on by

The Three Powers of Persuasion

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics. This is part of an extended management course.

Can it really be true that, as a modern manager, you need to know your Aristotle?

Aristotle - ethos, logos, pathos
Well, one part of it; yes.

For Aristotle, the power of logic was supreme, but he realised that we can often be right, we can know we are right, we can make our point clearly, and yet we can still fail to persuade.  So he identified the three things that need to work together, to build a persuasive argument:

Ethos – or character
Logos – or reason
Pathos – or emotion

Exercise: Building a Persuasive Argument

Think of an argument you need to make. It might be to your boss, your customer, your supplier, your marketing, sales or production department, or to anyone. Let’s use Aristotle’s three persuaders to build your own persuasive argument, and let’s suppose you first want to persuade me.

Step 1: Ethos

Your first step must be to establish why I should listen to you in the first place.

  • What experience do you have that is relevant?
  • What credentials make you credible in this area?
  • Why should I believe and trust you?
  • Who would vouch for you?
  • How will you build my respect with everything you say?

Step 2: Logos

Next you need to build a logical argument that contains compelling reasons why I should agree with what you are saying.  The two components of a logical argument are;

  1. Hard evidence
  2. Robust analysis

So start with the first. What evidence, facts or data can you bring to bear? Examine each carefully for flaws and retain only the strongest evidence. Aim for a maximum of three powerful bases for your argument. Having too many arguments dilutes each one, creating a paradoxical weakening of your case, rather than strengthening it.

What evidence is your strongest?
Write down all the evidence you have and then review each part to find the basis for your strongest case.

Now develop your case by interpreting the evidence to make your points. Your logos will be strongest when you take care to make your analytical process as rigorous as you can, so take care not to fudge or miss a step as you work from the facts to your conclusions.

Build your arguments now, by creating a logical flow of reasoning from your evidence to the conclusion you want me to accept.

Step 3: Pathos

Whatever delusions we may hold about the rigour of our own thought processes, most of the decisions we make are made by instinct, intuition and emotional response. Only after we have made them, do we set out to justify them rationally, by selecting evidence and an interpretation to suit.

So a purely rational approach to persuasion will often fail. You need also to appeal to my feelings and intuitions and that is the purpose of pathos.  You can use pathos bluntly by yanking on my heartstrings, or powerfully by choosing to tell a compelling story. This way, the emotion is amplified yet not so evident.

What story can you tell, to weave your evidence and logic into a compelling narrative? How can you tweak this to make it easy for me to identify myself in your story and feel a real part of it? How can your ending demonstrate the positive impact of my choosing to agree with you?

Further Reading

The Influencing Pocketbook

Storytelling Pocketbook

Blog: The King of Self Help – about Dale Carnegie and Influence

Blog: Reciprocity and Expectation

Blog: Building Rapport with FROGS

Share this:
Posted on by

Decision Making

The Management Pocketbooks Pocket Correspondence Course

Pocketblog has gone back to basics This is part of an extended course in management.

In understanding decision-making, there are three key things to focus on:

  1. Using a structured process
  2. The role of intuition, gut instinct and hunches
  3. The effects of bias and automatic thinking

Let’s look at each of these in turn.

Structured Decision Making Process

… like the example below.

Structured Decision Process

One of the most important choices in your decision process will be whether to go for an adversarial process of setting the options against one another – perhaps even having advocates for each, competing with one another to win the decision – or to go for a process of inquiry, learning as much as you can before assessing the options.

Intuition

Although Malcolm Gladwell received a lot of attention for his book Blink, his work leans heavily on the research by Gary Klein and his books, The Power of Intuition and the more technical Sources of Power are first rate.  Klein shows how, in domains that are very complex and in which you have extensive experience, your intuition can quickly get you to the right understanding, well ahead of your ability to explain why or how you reached the conclusion you did.  But, if you don’t have sufficient experience, then your hunches are likely to be wrong, due to the existence of…

Bias and Automatic Thinking

Two psychologists, Daniel Kahnemann and Amos Tversky, were responsible for overthrowing the crude assumption that economics is based on rational decisions.  In fact, they showed that many decisions are a result of automatic thinking and biases.  The automatic thinking is a short cut that works well in the domains in which humans evolved, but leads frequently to wrong answers in a modern world context.  An example is the ‘horns and halo effect’ and another is our bias towards noticing examples that confirm what we believe to be true, whilst being blind to counter examples.  Daniel Kahnemann wrote the wonderful ‘Thinking, Fast and Slow’ to summarise a life’s research and it is, without a doubt, one of the most important and stimulating reads of the last few years.

Further Reading

Share this: