Right Attitudes

Ideas for Impact

Effective Communication

The Rule of Three

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A familiar technique in rhetoric is to group in threes because people can hold only a few items in short-term “working” memory.

  • The Olympic motto: Faster, Higher, Stronger
  • Rights proclaimed by the Declaration of Independence: Life, Liberty and the Pursuit of Happiness
  • Fire safety technique taught to children: Stop, Drop and Roll (should their clothes catch fire)

Three-part lists are particularly appealing because they suggest unity and wholeness. Lists comprising only two items seem inadequate. Lists of four or more are unlikely to be recalled entirely.

Idea for Impact: Follow the rule of three to create simple, concrete, and memorable messaging in persuasion—be it in arguing, storytelling, or advertising.

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Checking Email in the Morning is an Excuse for Those Who Lack Direction

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For most people, email is a window into what’s changed—what’s important and urgent. But if you open your swiftly-filling inbox first thing in the morning, you’ll find a hundred and one disruptions in the offing. It’ll be hard to settle your mind down and focus.

Don’t use email to source your morning to-do list. Responding to others’ needs and bouncing from task to task can derail you from what’s more important or more difficult—researching something, writing, planning, thinking, problem-solving, for example. Do those things first, when you’re freshest.

Productivity consultant Julie Morgenstern wrote a popular book about this theme: Never Check Email In The Morning (2005) prompts you to find a way to start checking mail less often. Morgenstern argues that email-free time in the morning will snowball into a productive day.

If you must check email first thing in the morning—say, when your job involves communicating with people—set a time limit and look for just those pieces of information that’ll help you forwards.

Idea for Impact: Put yourself in the driving seat; don’t let events drive you

Morgenstern addresses the underlying discipline you need for how you prepare—or fail to prepare—to address the daily influx of demands on our attention. Intentionally choose to do something that requires your single-minded attention, whether relaxing or productive.

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When Exaggerations Cross the Line

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Many myths and urban legends—even politicians’ infuriating rhetoric—aren’t wholly untrue. Rather, they’re exaggerations of claims rooted in a kernel of truth.

Yes, many of us don’t achieve our full intellectual potential. However, that doesn’t suggest that most people use only 10% of our brainpower.

Sure, men and women tend to differ somewhat in their communication styles. However, pop psychologists such as John Gray have taken this gender difference stereotype to an extreme, declaring “men are from Mars” and “women are from Venus.”

Idea for Impact: Exaggeration is part of human nature. Take care to not cross the line from harmless puffery to reckless overstatements.

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Fear of Feedback: Won’t Give, Don’t Ask

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Most bosses are uncomfortable about evaluating their subordinates. The prospect of delivering bad news makes them uneasy. They fear that employees will react to even the mildest criticism with anger, stalling, or tears. They don’t know what to say. As a result, they often do everything they can to avoid saying anything at all.

Most employees, for their sake, are fearful of uncovering what their bosses really think of them. They don’t want to know how they’re doing because they are afraid they aren’t doing very well. So they don’t ask. They wait to be told.

Idea for Impact: Giving and getting feedback may be difficult, but it won’t get any easier if you wait.

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Why Amazon Banned PowerPoint

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One of the distinctive features of the Amazon management system is its use of the long-form to facilitate decision-making. Jeff Bezos has claimed that banning PowerPoint presentations—more specifically disallowing bullet points for sharing ideas—as Amazon’s “probably the smartest thing we ever did.”

Since June 2004, Bezos has forbidden bullet points and PowerPoint at a senior leadership level. Instead of presentations, teams are expected to iterate an approach to sharing information that involves writing memos of running copy, usually a “six-page, narratively-structured memo.” Meetings typically begin in silence as all participants sit and read the memo for up to half an hour before discussing the subject matter.

Ram Charan and Julia Yang’s The Amazon Management System (2019) reproduces the original email from Bezos explaining this dictum:

Well-structured, narrative text is what we’re after, rather than just text. If someone builds a list of bullet points in Word, that would be just as bad as PowerPoint.

The reason writing a good four-page memo is harder than ‘writing’ a 20-page PowerPoint is because the narrative structure of a good memo forces better thought and better understanding of what’s more important than what, and how things are related.

PowerPoint-style presentations somehow give permission to gloss over ideas, flatten out any sense of relative importance, and ignore the interconnectedness of ideas.

Using memos may seem counterintuitive in an age when communication is increasingly visual. However, long-form has a way of forcing rigor to think through ideas properly, reconcile viewpoints pro and con, iron out logical inconsistencies, and consider second-order consequences.

Bezos’s approach is brilliant not just because sentences and paragraphs enable a certain clarity in thought and exchange of ideas. It also inhibits some of the usual shortcomings of brainstorming meetings, viz., interruptions, biases that initiate groupthink, and the tendency to reward rhetorical ability over substance. Forcing all meeting attendees to read the memo in real-time prevents them from pretending to have read it before a meeting and then bluffing their way through the meeting.

Idea for Impact: Think complex, speak simple, decide better.

Bullet points and “decks” are often the least effective way of sharing ideas. Having a narrative structure allows you to clarify your thinking and provide a logical, sequenced argument to support your ideas.

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Why Sandbagging Your Goals Kills Productivity

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Sandbagging is managers believing they can accomplish more if they lower the bar and set goals their team can easily hit. Sure, managers often purposely set comfortable goals so that there’s room for “under-promise and over-deliver.”

Setting low goals may appear a clever strategy, but it’s a recipe for underperformance. Sandbagged goals don’t demand much in the way of performance when managers already know precisely how their teams will achieve the goals.

However, sandbagging can let teams down. Under-setting goals actually does what it’s created to avoid—teams eventually find such easy goals boring and demotivating. Low goals require little and inspire less, and ultimately undercut productivity. According to this study by Chancellor University’s Steve Kerr and Douglas Lepelley, when goals are fixed “too low, people often achieve them, but subsequent motivation and energy levels typically flag, and the goals are usually not exceeded by very much.”

Idea for Impact: To generate the greatest levels of effort and performance, set demanding goals outside your team’s comfort zone, but not so challenging and unattainable as to break your team’s morale. Aiming to achieve extraordinary things—hitting the farthest target and missing—can often be more worthwhile than successfully hitting a easy target.

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  4. Intentions, Not Resolutions
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When to Send Customers Gifts

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Gifts are crucial marketing tools, which can help customers remember you throughout the year, not just during the holidays:

  • Send a gift after a sale. Saying thank-you does more than complete the sale—it helps build the relationship.
  • Send gifts after receiving referrals. One of the most rewarding compliments a salesperson can receive is a referral. Send a thank-you soon after getting a referral.
  • Commemorate anniversaries. Observe the day you signed your first contract with a customer, making it a special date to celebrate each year.
  • Remember birthdays. Send customers some birthday cheer, not just a card. Be creative and personalize the gift—send tickets to a sports event that the entire family can enjoy, for instance.

Idea for Impact: Business gifts can help solidify sales relationships and earn even more business. Pay attention to the things your customers enjoy and show your appreciation. As long as your gifts don’t seem patently insincere, they’re likely to welcome them.

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Each Temperament Has Its Own Language

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From Dr. Irmgard Schlögl’s The Wisdom of the Zen Masters (1976) (she was later Ven. Myokyo-ni, Rinzai Zen Buddhist nun at the Zen Centre in London):

An elder Zen monk on his pilgrimage put up in a monastery. He came across another monk who was also on the pilgrimage. The two discovered that they had much in common, and decided next morning to continue together.

They came to a river where the ferryboat had just left. The elder took a seat to wait for its return. His new friend continued however, walking over the water.

Halfway across, he turned around and beckoned the elder to follow, “You can do it, too. Just have confidence and tread on.” The elder shook his head and stayed put.

“If you are scared, I’ll help you across. You see I can do it without much trouble.” Yet again, the elder shook his head.

The other reached the other bank of the river. He waited there until the ferry had brought the elder over. “Why did you hang back like that?” he asked.

“And what have you gained by rushing like that?” replied the elder.

“Had I known what you were like, I would not have taken up company with you.”

Wishing him farewell, the elder resumed his pilgrimage on his own.

Temperament clashes exist to some extent in almost all relationships. The language of camaraderie that two people share so effortlessly at some moments can unravel at others.

Sometimes each person believes they are deliberately communicating their needs and values, when indeed little gets through because each is working from different core assumptions and expectations—conveying and interpreting language, gestures, and intent differently, or seeking a different set of signals.

Idea for Impact: Each temperament has its own language.

Each of us has our own expectations of relating in an interpersonal relationship. When there are problems, don’t always attempt to “fix” them or back off and distance yourself. Simply give the other more space to be who they are. Seek to understand.

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Avoid Blame Language

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Refrain from using the terms “always” and “never” when you’re in a disagreement.

Making statements like “You never think about anyone but yourself” or “You always ignore how I feel!” provokes defensiveness because of the apparent exaggeration.

The actual conversation gets abstracted because the other person understandably resists the all-or-nothing argument.

Making negative judgments or proclamations about the other in extreme, absolute terms gives no wiggle room because making global attacks on their entire personality.

Idea for Impact: Try to voice your concerns in a way that focuses on your own feelings and how the other’s behavior affects you. Try “I” statements, such as “I feel neglected when you make plans without me.”

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The Right Way to End a Meeting

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Many meetings fail to produce tangible results because they lack closure.

An effective coordinator synthesizes everything she’s heard from the participants, incorporates the best of what’s been discussed, and distills all the inputs into a course of action.

A good closure sounds like this: “Let me see if I can go over the main points. Our objective is to achieve [Goal] by [Due Date.] In light of what [Emily] and [Ryan] have said and the concerns that [Mark] has raised, it seems that we agree about [PointX] and [PointY]. We must watch out for [Risk] and incorporate [Possibility] into our contingency plan. Therefore, the consensus seems to that, we proceed with [Decision]. … Have I missed anything? … Is everyone OK with this decision? … Here’s what we’ll do before the next meeting … .”

Without a concrete plan for moving forward, even the best outcomes of a meeting can languish as the initial enthusiasm and commitment fade away.

The foremost goal of a meeting organizer is to steer participants towards a decision and nail down the specific commitments, deadlines, and follow-up timetables.

There’s another key benefit of encouraging everyone’s involvement and piloting a meeting to closure. When each participant feels that their opinion has been fully considered, they are more likely to feel ownership of the group’s decision, even if it’s not the entire outcome they hoped for.

If a meeting can’t come to a decision, it’s reasonable to hold off decision-making. Still, distilling the key points, assigning ‘homework,’ and defining what’s expected of everybody before the next meeting constitutes an effective closure.

Idea for Impact: Closure is, more often than not, the missing link between meetings and impact. Steering a consensus at the end of the meeting gives a sense of closure that participants will find most valuable.

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