Emotions

How to Create Emotional Connections with Your Customers

September 21, 2020 By Nagesh Belludi Leave a Comment

Consumers are shifting towards memorable experiences over material objects that bring happiness and well-being. Experiential consumption is increasing—the global spending on travel, leisure, and food service is estimated to grow from $5.8 trillion in 2016 to $8.0 trillion by 2030.

Businesses are responding by offering indulgences (think Apple products,) enhancing shopping experience (ordering and carrying-out Domino’s Pizza,) and creating more intimate experiences (Mastercard’s Priceless campaign) for consumers.

One particularly edifying case study is Unilever’s Persil brand of laundry detergents (Unilever licenses this brand from Henkel in many countries.) As part of the “Dirt is good” campaign, Persil’s sentimental adverts that remind “learn to be a kid” (clip,) “climb a tree, break a leg … that’s part of life” (clip,) and “dirt makes us equal” (clip) have attempted to connect with consumers emotionally.

Persil bucked the longstanding ritual of creating dull adverts for its dull products (cheery moms grabbing washing baskets and fragrant flowers and butterflies rising from the clean laundry.) Persil doesn’t focus on the detergent’s stain-busting attributes. Instead, Persil’s campaign signals that children must feel free to experience the world around them regardless of the impact on their clothes. One prominent advert (clip) presented a cheerless robot who slowly transforms into a child while playing in the open air and splashing around in a muddy pool during a rainstorm: “Every child has the right to be a child. Dirt is good.”

Even the UNICEF commended Unilever for “creating awareness of children’s right to play, the right to express themselves—in short, the right to be a child! It encourages parents to see the value of exploration, play, activity and exercise as critical to children’s development and important for full and healthy lives, even if it means that children get dirty in the process.”

Idea for Impact: Enhance how your customers see and feel the benefits of your products and services. Promote an emotional connection between products and customers.

Learn to Cope When You’re Stressed

September 14, 2020 By Nagesh Belludi Leave a Comment

Stress is a normal part of life. On the whole, there’re two major forms of negative stress (“distress”): the stress concerned with loss (divorce, death of a loved one, failure) and the stress involved with threats to your sense of self, status, wellbeing, or security.

The actual physical symptoms—including faster heartbeat, elevated blood pressure, quickened breathing, upset stomach, muscle tension, chest pain, and increased perspiration—may be identical, regardless of the external stress factor. However, stress does manifest itself differently with everyone. If untreated, stress also brings on or worsens more than a few other symptoms or diseases.

Stress doesn’t just get better on its own. Here’re four things to do to gain control of your life’s stress before it can start controlling you.

Proactively reduce stress-causing events. Reduce exposure to people, situations, and triggers that initiate unjustifiable stress. Create rituals that can help you cope. Learn to confront those situations in manageable amounts—schedule your day, simplify your schedule, get more organized, and learn to say no to added commitments. Cut back on your obligations.
Improve your resiliency. Maintain good health and stamina. Eat a healthy diet, get adequate sleep, and exercise regularly. Take regular breaks and schedule vacations where you can totally disconnect. Sometimes, just being idle—even wasting time—can help you not only feel good but also recharge your mind and body.
Manage your reaction to stressful events. Learn how to relax, such as deep-breathing techniques, progressive muscle relaxation, meditation, and massage. Schedule time for calming exercises such as yoga, tai chi, and music or art therapy. Engage in a relaxing hobby or offer to volunteer in your community.
Reach out. Stress feeds on feelings and fears that we keep to ourselves. Stress causes you to lose objectivity about your situation. Often just talking to a trusted friend or relative—even a counselor—could help you look at things from a distance and work out coping mechanisms.

Idea for Impact: Integrate daily stress prevention.

You may not control all your stressors, but you can control how you react to those stressors. If your current stress management efforts aren’t effective enough, try something new.

Sometimes You Should Stop Believing // The Case Against Hope

July 6, 2020 By Nagesh Belludi Leave a Comment

Hoping for outcomes that are almost unfeasible is misleading—for example, hoping that you’ll win the lottery or that the victims of some deadly accident have somehow survived.

There is something about giving up hope and accepting the reality that is comforting

Research has suggested that letting go of hope can often set you free. For example, folks who hope for a miraculous therapy for a terminal disease are less happy than those who accept the hopelessness of the situation.

The life of the Holocaust survivor and psychiatrist Viktor Frankl is particularly illustrative of the difference between false and realistic hope. When confronted by the reality of the Auschwitz and Kaufering concentration camps, Frankl did not wish to dig his way out of his prison. Instead, he acknowledged the bleak reality of the concentration camps, and hoped vaguely for something feasible and sensible—that the war could end and he may be set free. Frankl, who later established logotherapy, famously helped his fellow prisoners bear the horror around them by urging them to contemplate the lives they may lead after the war.

False Hope is Delusional, Realistic Hope is Worthwhile

Yes, hope can be life-affirming. It can give you the impetus to keep on in the face of struggle and disappointment. Hope—underpinned by hard work—is what made many a great achievement possible, from inventing life-changing drugs to dismantling racial segregation.

But false hope is deadly. It can shackle you to an outcome you long for but cannot achieve.

False hopes lead to disappointment. If you hope to become an eminent actor or a great chess player, your expectations are bound to be dashed. It’s much better to hope that you’ll enjoy acting or playing basketball and acknowledge the inadequacies you can’t overcome.

Don’t rehash false hope as optimism. Characterize it for what it is: the sweet illusion of denial. Don’t be fooled by the unbridled optimism espoused by our hope-obsessed culture.

False hope locks you into a concept—of people, situation, job, culture—that has little bearing on the reality. False hope will bind you to the idea of what could be, instead of what is.

Idea for Impact: Sometimes you should stop believing. Giving up hope and embracing reality can set you free. False hope is futile.

What Are You So Afraid Of? // Summary of Susan Jeffers’s ‘Feel the Fear and Do It Anyway’

June 1, 2020 By Nagesh Belludi Leave a Comment

Title: Psychologist Susan Jeffers’s self-help classic, Feel the Fear … and Do It Anyway (1987, 2006.)

Idea for Impact: “You can drop an awful lot of excess baggage if you learn to play with life instead of fight it.”

Central Premise: You’re often held back by a “Grand Canyon” of fear. You’re wasting far too much time trying to perfect your mental state and seeking to feel happier, confident, and motivated.

Thought-Provoking Snippet: “It is reported that more than 90% of what we worry about never happens. That means that our negative worries have less than a 10% chance of being correct. If this is so, isn’t being positive more realistic than being negative? … If you think about it, the important issue is not which is more realistic, but rather, “Why be miserable when you can be happy?””

Mindset Change: Recognize the limited control you have over your emotions. Accept fear as a natural part of your mental development and learn how to live alongside your fears and self-doubts. Use positive affirmations—e.g., replace “It’s gonna be terrible!” with “I can handle it … it’ll be a learning experience!”

Caution: Don’t overdo affirmations. Cheery slogans such as “I Am Powerful and I Love it!” may lift your mood. But repeating them “at least twenty-five times each morning, noon, and night,” as Jeffers suggests, could make you feel worse by evoking the peevish internal counterargument that you’re not and you don’t.

Action Plan: Get on with the things you want to do. The momentum of positive emotions builds up as soon as you start taking action. “Every time you encounter something that forces you to “handle it,” your self-esteem is raised considerably. You learn to trust that you will survive, no matter what happens. And in this way your fears are diminished immeasurably.”

Why Read: An insightful prescription for why and how to get over your “urgh.”

The Power of Negative Thinking

May 21, 2020 By Nagesh Belludi Leave a Comment

Stoic philosophy recommends a practice called premeditatio malorum (“the premeditation of evils,”) i.e. intentionally visualizing the worst-case scenario in your mind’s eye.

The first point is to acknowledge that misfortunes and difficulties could, rather than certainly will, come about. The second is to envisage your most constructive response should the worst-case scenario transpire. For instance, if you’d lose your job due to coronavirus, what resources could you rely on, and how could you handle the consequences?

The direct benefit of premeditatio malorum is in taming your anxiety: when you soberly conjure up how bad things could go, you typically reckon that you could indeed cope. You’ll not dwell in the negative thoughts. Even the worst possible scenario couldn’t be so terrible after all.

Another surprising benefit of negative visualization is in raising your awareness that you could lose your relationships, possessions, routines, blessings, and everything else that you currently enjoy—but perhaps take for granted. This increases your gratitude for having them now.

This Stoic exercise has an equivalent in Buddhist meditation-based mindfulness practices that encourage nonjudgmental awareness of unpleasant sensations (the vedanā.)

Your emotions, sensations, and events are in flux. They arise and pass. You’re merely to regard yourself as the observer of these thoughts and feelings, but you’re not to identify with them. You are not your thoughts … you are not your feelings. The Buddhist teacher Jack Kornfield writes in The Wise Heart: A Guide to the Universal Teachings of Buddhist Psychology (2015,)

Thoughts and opinions arise but they think themselves and disappear, “like bubbles on the Ganges,” says the Buddha. When we do not cling to them, they lose their hold on us. In the light of awareness, the constructed self of our identification relaxes. And what is seen is just the process of life, not self nor other, but life unfolding as part of the whole.

Idea for Impact: Could you benefit from reflecting on how you think of potential negative events?

An awareness of the possible—and the self-determining attitude—can be quite liberating. Premeditatio malorum is a surprisingly useful technique, if only with a scary name.

“What then should each of us say as each hardship befalls us? It was for this that I was exercising, It was for this that I was training,” as Epictetus philosophized in Discourses (3.10.7–8.)

Why People under Pressure Choose Self-Interested Behaviors

January 17, 2020 By Nagesh Belludi

Pressure can put people in a state of threat. As I’ve examined previously here, here, and here, pressure can undermine people’s ability to make sound decisions.

Under pressure, people can abandon their inhibitions, cut corners, and loosen up their moral standards. In other words, they are more likely to engage in self-centered behaviors as opposed to pursuing the common good.

People adopt moral standards that dissuade them from unacceptable behaviors. Under normal circumstances, they think sensibly about the costs and benefits when making decisions. However, under pressure, people can be depleted of the cognitive resources they need to act ethically and resist temptations. See my article on the much-debated “muscle metaphor” of willpower.

When people are in that state of emotional and psychological anxiety, the brain goes into a defensive mode. With that, they are more likely to engage in self-interested behaviors that they would otherwise avoid, especially if the payoff for such behavior is high, and the odds of getting caught and punished are low.

How to Reduce Thanksgiving Stress

November 26, 2019 By Nagesh Belludi Leave a Comment

Getting everything organized in your kitchen for this week’s annual celebration—one that nonetheless marks the Anglo-Saxon incursion of someone else’s country—is challenging enough, but hosting Thanksgiving gets even more stressful as soon as guests start arriving. You’re obliged to talk to them, entertain them, and keep them busy and occupied, all the while prepping and oven-coordinating.

One way to reduce your festive stress is to assign each guest a simple responsibility. Get aunt Mary to set the table, uncle Roger to get all the wine and the champagne ready, and the children to prepare the place cards. Somebody else can organize simple Thanksgiving games for the restless kids.

Give them all specific goals; don’t dictate perfection. Make sure the jobs are easy enough, short, and, preferably centered away from the kitchen, allowing you to focus on getting the food ready.

Appoint one dependable person to operate as your right-hand person—this person can coordinate with everybody else.

Your guests will feel satisfied that they’ve helped, and you’ll get some valuable space to get everything ready and have a fun time with your family.

Reduce Thanksgiving stress further by not partaking in that ritualized consumer orgy called Black Friday. Join the Buy Nothing Day movement in protest against excessive consumerism.

Addendum: When multiple families assemble for large gatherings, there’s a tendency for entire families to sit together. That’s a shame; if people could scatter around the dining table, there’d be more interactions and a livelier event. Bear this in mind while you decide on seating arrangements.

Who Told You That Everybody Was Going to Like You?

October 24, 2019 By Nagesh Belludi 1 Comment

From investor Joshua Kennon’s perspectives on being disliked,

Years ago, a family member had to deal with a work colleague who utterly despised her to the point this colleague couldn’t conceal their disdain.

Exasperated, my family member called the prayer line of a televangelist and pleaded, “Please pray with me to have God to change this coworker’s heart so they like me. I’m friends with everybody. There’s no reason they hate me so much.”

The lady on the other end of the phone was quiet for a moment. When she finally spoke, she asked, “Who told you that everybody was going to like you? You weren’t promised that. In this world, there are going to be people who hate you for one reason or another, perhaps even without justification. As long as you’ve examined yourself and are sure it’s not something you’re doing wrong, if you’ll let me, I’d instead like to pray with you that God helps you find peace with the situation so it doesn’t steal your joy and you can move on to more edifying things.”

If others’ disapproval tends to nurture your self-dissatisfactions, question it. If you’ve made a mistake, try to right the wrong. Learn from it, pardon yourself, and move ahead.

If your quest for others’ approval is rooted in insecurity, remind yourself that your contentment in life cannot spring from other people’s perceptions of you; it has to come from an inner scorecard. Warren Buffett famously said, “The big question about how people behave is whether they’ve got an Inner Scorecard or an Outer Scorecard. It helps if you can be satisfied with an Inner Scorecard.”

Striving to live your life to satisfy others always is an impossible aspiration. You’ll wind up losing your sense of individuality in the quest to conform to others’ expectations. “It is our very search for perfection outside ourselves that causes our suffering,” warned the Buddha.

How Stress Impairs Your Problem-Solving Capabilities: Case Study of TransAsia Flight 235

October 1, 2019 By Nagesh Belludi Leave a Comment

As I’ve examined previously, airline disasters are particularly instructive on the subjects of cognitive impairment and decision-making under stress.

Consider the case of TransAsia Airways Flight 235 that crashed in 2015 soon after takeoff from an airport in Taipei, Taiwan. Accident investigations revealed that the pilots of the ATR 72-600 turboprop erroneously switched off the plane’s working engine after the other lost power. Here’s a rundown of what happened:

About one minute after takeoff, at 1,300 feet, engine #2 had an uncommanded autofeather failure. This is a routine engine failure—the aircraft is designed to be able to be flown on one engine.
The Pilot Flying misdiagnosed the problem, and assumed that the still-functional engine #1 had failed. He retarded power on engine #1 and it promptly shut down.
With power lost on both the engines, the pilots did not react to the stall warnings in a timely and effective manner. The Pilot Flying acknowledged his error, “wow, pulled back the wrong side throttle.”
The aircraft continued its descent. The pilots rushed to restart engine #1, but the remaining altitude was not adequate enough to recover the aircraft.
In a state of panic, the Pilot Flying clasped the flight controls and steered (see this video) the aircraft perilously to avoid apartment blocks and commercial buildings before clipping a bridge and crashing into a river.

A High Level of Stress Can Diminish Your Problem-solving Capabilities

Thrown into disarray after a routine engine failure, the pilots of TransAsia flight 235 did not perform their airline’s abnormal and emergency procedures to identify the failure and implement the required corrective actions. Their ineffective coordination, communication, and error management compromised the safety of the flight.

The combination of sudden threat and extreme time pressure to avert a danger fosters a state of panic, in which decision-makers are inclined to commit themselves impulsively to courses of action that they will soon come to regret.

Idea for Impact: To combat cognitive impairment under stress, use checklists and standard operating procedures, as well as increased training on situational awareness, crisis communication, and emergency management.

This May Be the Most Potent Cure for Melancholy

August 13, 2019 By Nagesh Belludi 1 Comment

Never Feel Sorry for Yourself or Engage in Self-pity

The American writer and Nobel Laureate Toni Morrison, who poignantly explored the African-American experience, passed away last week. Her best-known novel, the Pulitzer Prize-winning Beloved (1987) is one of the few works of non-fiction that I’ve read. This captivating novel is much-admired for calling to mind of the inhumane violence of the institution of slavery. It’s a true story of a post-Civil War escapee-slave who, after she is recaptured, kills her infant daughter to liberate her from slavery and oppression. Read it (or watch its 1998 film adaption starring Oprah Winfrey.)

Morrison’s celebrated essay in the 150th-anniversary issue of The Nation suggested a potent antidote to suffering and loss. Here’s a précis:

On the day after Christmas 2004, I was in an extremely dark mood, feeling helpless. When a friend, a fellow artist, called to wish happy holidays, I told him, “I’m not well. Not only am I depressed, I can’t seem to work, to write; it’s as though I am paralyzed, unable to write anything more in the novel I’ve begun. I’ve never felt this way before, but the recent reelection of George W. Bush …” My friend interrupted me and challenged, “No! No, no, no! This is precisely the time when artists go to work—not when everything is fine, but in times of dread. That’s our job!” I felt foolish the rest of the morning.

[All the trouble in the world makes it difficult to stay grounded and productive.] Still, I remember the shout of my friend that day after Christmas. This is precisely the time when artists go to work. [While being aware of the world’s plights and the struggles of people,] there is no time for despair, no place for self-pity, no need for silence, no room for fear. We speak, we write, we do language. That is how civilizations heal.

I know the world is bruised and bleeding, and though it is important not to ignore its pain, it is also critical to refuse to succumb to its malevolence. Like failure, chaos contains information that can lead to knowledge—even wisdom.

Acceptance Can Set You Free

Sorrowing Old Man (At Eternity's Gate) by Vincent van Gogh When events have a downer-depressive effect, they can leave you in the throes of helplessness and depression. As Morrison suggests, acceptance and looking-forward is a compelling remedy to life’s many tribulations.

As I’ve stated in previous articles, even in the face of some of the worst misfortunes that could strike you, attempting to endure pain is a far superior choice than getting absorbed in feeling victimized and powerless.

After a reasonable period of grief, confronting your fears and facing up to the worst possible scenarios can bring about some tranquility.

You can deal with your troubles by diverting your mind with escapisms or cheering yourself up with distractive remedies, but these things can relieve suffering only for a short time. They do not alleviate grief but hinder it. You would rather end it than distract it.

In other words, it’s better to conquer your sorrow than to deceive it. If simply masked under self-gratifying pleasures and diversions, your haunted mind eventually comes back at you stronger than ever.

Idea for Impact: In facing life’s many troubles, acceptance can set you free. Perhaps the most potent cure for melancholy is to ask yourself, “What’s the one positive step I can take now?”

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Emotions

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Idea for Impact: Integrate daily stress prevention.

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There is something about giving up hope and accepting the reality that is comforting

False Hope is Delusional, Realistic Hope is Worthwhile

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A High Level of Stress Can Diminish Your Problem-solving Capabilities

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Never Feel Sorry for Yourself or Engage in Self-pity

Acceptance Can Set You Free

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