Right Attitudes

Ideas for Impact

Manipulation

Avoid Control Talk

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If you tend to say the following to your employees, relatives, or friends, you may be too controlling:

  • “I don’t understand why you haven’t completed that report yet.”
  • “I want you to say sorry to Accounting about your problem. I need you to go over there, make amends with them, and inform me of how it went.”
  • “We will meet at 4 P.M.”

Control talk is expected and natural. It often transpires in day-to-day conversation as a device to influence or persuade the world to see and act our way. Within certain limits of performance, control talk is accepted in critical situations.

However, control talk can get out of bounds quickly and become perceived as a threat. When one party to any conversation has more perceived power—formal or informal authority, perhaps,—unreasonable control talk can soon push the other to concede this power imbalance and restrain what he/she wants. As the American family counselor Dr Tim Kimmel writes in Powerful Personalities (1993,) “Control is when you leverage the strength of your position or personality against the weakness of someone else’s in order to get that person to meet your (selfish) agenda.”

Avoid Control Talk

Control talk can promptly engender intense negative emotions. The ensuing conflict becomes evident in the tone of voice, posture, and facial and body expressions. After that, self-defensive reactions will only make matters worse.

Keep all communication with others candid and respectful. Frame your messages in a positive manner that does not contain sarcasm, imply warning, provoke guilt or blame, or suggest intimidation. Summarize what you heard, and ask questions. Practice pauses—they give the other a moment of silence to get beyond the emotional response and allow them to think cognitively.

Wherever possible, ask open-ended questions to de-escalate an argument. Open-ended questions are an invitation to be nonjudgmental, investigate, relate, and see things differently. Try these alternatives:

  • “Tell me more—I want to understand. What can I do to make your job easier?”
  • “Let’s discuss possible solutions to that Accounting problem. How can we change the situation?”
  • “Are you available for a 4 P.M. meeting? Let’s see what we can do to make sure it doesn’t happen again.”

Wise persuasion elegantly combines rational arguments and appeals to positive values and the other’s feelings about a subject. Only when you can engage them emotionally can you change the way they think.

Idea for Impact: When it comes to persuasion, knowing when to push and when to back off is vital. Nobody likes a pushy person.

Wondering what to read next?

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  2. “I Told You So”
  3. “But, Excuse Me, I’m Type A”: The Ultimate Humblebrag?
  4. How to Have a Decent Discussion with Those You Love but Disagree With
  5. Don’t Be Interesting—Be Interested!

The Difference between Directive and Non-Directive Coaching

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The Difference between Directive and Non-Directive Coaching When coaching, many managers’first impulse is to jump into solution mode and fix problems by recommending solutions. The advice is often framed as, “I’ve seen this condition before, and you should do X. That’s what worked for me when I was working at company Y.”

The Directive Coaching Style is suitable when your employee doesn’t have the time, skills, temperament, or patience to resolve her problem.

The Non-Directive Coaching Style, in contrast, encourages the employee to think through her problem and develop her own solution. This coaching style takes more time but is usually more effective, especially if the situation is complicated.

Suppose the problem presents a skill or competence that the employee can learn. In that case, a good coach nurtures the employee by challenging her to mull over the situation objectively. Merely supplying the right solution is wasted if she doesn’t understand it or internalize it well enough.

The most effective coaches I know tend to dwell less on the “what’s to be done” and more on instilling the “how to think about.”

Idea for Impact: When offering advice, steer the thought process. Don’t dictate the outcome. Employees are more likely to be invested in the solutions they come up with.

Wondering what to read next?

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  3. To Micromanage or Not?
  4. Fire Fast—It’s Heartless to Hang on to Bad Employees
  5. Mentoring: The Best Advice You Can Offer

Nobody Wants Your Unsolicited Advice

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Nobody Wants Your Unsolicited Advice Unsolicited advice may be motivated by a genuine interest in helping. Still, it could have roots in a narcissistic desire to prove yourself useful or establish your dominance or elevated understanding of things.

If you’re inclined to fly your own kite, your heart may not in the right place.

Getting your unsolicited advice can leave other people feeling resentful. They may refuse to give in. They may perceive your “just being helpful” as a transgression and an affront to their freedoms to do as they wish. Nobody wants to be told that they’re on the wrong path or that their decisions are misguided.

Idea for Impact: Giving Unsolicited Advice is Invasive. Reactance theory causes people to resist the social influence of others. People believe that they possess certain freedoms to engage in—and unsolicited advice can threaten this sense of free behaviors.

Now, to turn the tables, if someone offers you unsolicited advice, assume the advice-giver’s good intentions, express thanks to the advice-giver, then accept or reject the advice solely on its merits. Too, consider your relationship with that person. If they’re a stranger whom you may never see again, offer a polite response, and move on. If they’re a co-worker or a family member, have a conversation on setting boundaries.

Wondering what to read next?

  1. What’s Wrong With Giving Advice
  2. Mentoring: The Best Advice You Can Offer
  3. What to Do When You Forget a Person’s Name
  4. Witty Comebacks and Smart Responses for Nosy People
  5. How to Get Good Advice and Use It Effectively

“But, Excuse Me, I’m Type A”: The Ultimate Humblebrag?

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Intense people are off-putting: Can you survive your personality? Our increasingly egotistical culture sanctions competitiveness, achievement-orientation, impatience, assertiveness, and work-fixation. Fine. But do we need to recast selfishness, greed, aggressiveness, and egotism as virtues?

Consider the assertion “I’m type A” you’ll often hear from people who’re harried and quick to anger. That expression has become the ultimate humblebrag—an announcement for the narcissistic self, indeed. It’s often a lead up to some form of a self-absorbed burden to be imposed on others.

Intense people are off-putting, particularly to laid-back types

The designation “Type A” was presented as a negative characterization in the 1970s by cardiologists—not psychologists—about people prone to so-called “hurry sickness.” These people tend to get angry and, consequently, have a higher risk of cardiovascular disease.

Now then, “I’m type A” has become the special consent some people expect to be granted to be a bit infuriating. It’s a polite declaration of the self-conscious entitlement, “I have somewhat better standards. Sorry to be so persistent.” “Sorry to squeeze you dry on this project, but I’m driven to deliver my best.”

Idea for Impact: If you’re a Type A, by all means, be an overachiever, strong-minded, demanding, whatever. But be all these without being obnoxious or instinctively imposing uncalled-for pressure on everything and everybody and every time. Lighten up.

Wondering what to read next?

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  3. Here’s How to Improve Your Conversational Skills
  4. Stop Trying to Prove Yourself to the World
  5. How to Accept Compliments Gracefully

“I Told You So”

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I Told You So Meme Something goes wrong, and your frustration is so intense that you just can’t resist blurting out, “Told ya, I saw that coming” or even “Why didn’t you listen to me?”

The phrase “I told you so” one of the least justifiable in the language. It rarely generates a positive response, and it’s unfailingly damaging to marriages, friendships, and parents’ relationships with children.

Events and premonitions thereof make perfect sense with hindsight. Your loved one already knows that you were right, and she was wrong. Going through failure is hard enough. She doesn’t need you to pour salt on her wound.

At some point, when the dust has settled, you may say carefully, “Sweetie, this stinks. That surely did not go as intended. Perhaps we shouldn’t do that again.”

It’s never okay to do the “I told you so” spiel even if you have her best interests at heart. Keep your disappointment—or delight—to yourself.

'I Told You So' - One of the least justifiable in the language

Being right about something feels so darn good, doesn’t it? But hold your tongue on gloating. Give up that attachment to the need to be correct. Let your loved one be human—let her heal, learn, grow, and evolve.

Avoiding negativity in the supportive relationship sometimes means biting your tongue and allowing the pieces to fall where they may.

Give your loved one the positive support she needs and help her cope. If you are kind, she may be more willing to listen in the future.

Idea for Impact: In relationships, a little tact and a lot of silence go a long way.

Wondering what to read next?

  1. Who Told You That Everybody Was Going to Like You?
  2. What’s Wrong With Giving Advice
  3. How to Have a Decent Discussion with Those You Love but Disagree With
  4. Here’s How to Improve Your Conversational Skills
  5. Office Chitchat Isn’t Necessarily a Time Waster

Flattery Will Get You Nowhere

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Flattery has had a bad name since the Greeks. Over 2,000 years ago, Publilius Syrus, the Latin writer of mimes and dramatic sketches, warned, “Flattery was formerly a vice; it has now become the fashion.”

Flattery continues to be an obligatory weapon in all manner of political and personal influence. Richard Stengel’s A Brief History of Flattery (2000) lists over 200 synonyms for “to flatter” and “flattery.”

Flattery Will Get You Nowhere: D J Khaled

A trio of marketing professors conducted a set of experiments using a sunglasses kiosk. The sales clerks flattered customers either during the sale, after the sale, or not at all. Then, researchers asked the shoppers to evaluate the trustworthiness of the clerks.

Turns out that the customers could see through it. Flattery, whether it comes during or after the sale, reduced the customer’s perception of the clerk’s trustworthiness. Without conscious reflection, flattery made the customers distrust the salesclerks:

Our findings show that even when it was obvious the compliment didn’t serve any underlying sales motive, the participants didn’t trust what the sales agent had to say.

In a way, it’s sad that the marketplace has become so suspicious, but it seems that when someone flatters us, we get our back up even if it’s not called for. It’s the consumers’ default position to react negatively to what is perceived as an attempt to manipulate them.

Idea for Impact: Don’t try to sway anybody by unsavory flattery and ingratiation.

Flattery is an inducement that seems great initially but leaves a horrid aftertaste. People will eat up your flattery if they’re starving for affection, but undue adulation isn’t as appealing as honest, sincere appreciation.

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  3. How to Accept Compliments Gracefully
  4. How to Have a Decent Discussion with Those You Love but Disagree With
  5. What to Do When You Forget a Person’s Name

What’s Wrong With Giving Advice

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What's Wrong With Giving Advice

“It is a pleasure to give advice, humiliating to need it, normal to ignore it,” somebody once remarked.

What really happens when you offer advice is … you instinctively send a message to the other person that they don’t have the resources to solve the problem themselves.

Your advice is probably rooted in your expectations, not in the understanding of the other

The best way to give advice is to not give any advice at all but to listen attentively and emphatically.

People who relate their problems don’t really want your advice, even if they seek to sound you out about a problem.

They want you to listen to their problem, perhaps ask open-ended questions to help them think through the problem, and help them explore the options they have.

People Want You to Listen, Not to Talk

Clinical psychologist Lisa Damour notes that parents can’t help but offer direct solutions to their kids’ problems. In her insightful ‘Adolescence’column for the New York Times, Damour suggests,

Rushing in with suggestions carries the risk that it may strike our teenagers as a vote of no confidence when they are mainly seeking our reassurance that they can handle whatever life throws at them.

Instead of proposing solutions, we might bolster adolescents as they sort things out. Saying, “I’ve seen you get through things like this before” or “This is tough, but you are too” can effectively loan teenagers a bit of perspective and confidence when their own feels shaken.

Even teenagers who have already addressed a problem may still seek our reassurance. [A teenager] said she sometimes tells her parents “about a situation and what I did to solve it” in order to get validation that she made the right choice. When this happens, she says she’s “not really looking for their solution, just checking that they think I did the right thing with my limited problem-solving experience.”

Adolescents often feel vulnerable, perhaps especially so when they open up to adults about their jams and scrapes. In these moments, well-intentioned guidance can land like criticism, and lectures or “I-told-you-so”s—however warranted—may feel like outright attacks.

More often than not, offering our teenagers an ear, empathy, and encouragement gives them what they came for. If your teenager wants help solving the problem, divide the issue into categories: what can be changed and what cannot. For the first type, focus on the needs your teenager identifies and work together to brainstorm solutions. For the second type, help them come to terms with the things they cannot control.

Often People Want You to Listen—Sharing is an Act of Self-Reflection

People Want You to Listen, Not to Talk When people open the door of their confidence, tread delicately.

Open the ear of your heart. Don’t impose your perspective, but help them find a solution that works for them.

  • To empathize, say, “You are in a tough situation,” “gee, that stinks, it totally not fair to you,” “I understand why you feel this way,” “You have every right to be offended,” or “I’m so sorry you have to face this kind of difficulty right now.”
  • To help clarify, say, “I might be wrong, but it seems to me …,” “Are you concerned that …,” or “what if ….”
  • To expand perspective, say, “This may seem like a big deal at this time, but how will you feel about this in a week? A month? A year?” or “what do you think is the worst fallout of this?”

Idea for Impact: Often, the Best Advice You Can Give is Not Providing Any At All

If pressed to offer an opinion, tease out the options they’re considering. Ask, “What do you think you ought to do?” or “What would you like to happen?”

Don’t offer a solution that pleases you more than it does the other. The best solution to a problem somebody is facing is the one that works for the other person, not you.

Wondering what to read next?

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  2. “I Told You So”
  3. Five Signs of Excessive Confidence
  4. Problem Reversal: How to Solve a Problem By “Standing It on Its Head”
  5. Advice for the First-Time Manager: Whom Should You Invest Your Time With?

The Trickery of Leading Questions

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Yes, Prime Minister

Leading questions are questions that are purposely phrased and presented in such a way that they prompt the respondent to think and answer them in a particular way. Leading questions have the potential to subtly change respondents’ opinions about a topic and to shape their responses to the questions that follow.

Example of Leading Questions and Suggestive Interrogation

Consider the following interchange from the popular 1980s British political satire (and one of my all-time favorite shows) Yes, Prime Minister. In The Ministerial Broadcast episode, Sir Humphrey Appleby and Bernard Woolley discuss how leading questions can be used to influence the results of opinion polls—in their case regarding the reintroduction of National Service, military conscription in the UK.

In Yes, Prime Minister, Sir Appleby (played by Nigel Hawthorne) is the Cabinet Secretary, UK’s principal bureaucrat and a scheming master of manipulation and obfuscation. Woolley (played by Derek Fowlds) is the Prime Minister’s Principal Private Secretary.

In the following clip, Sir Appleby presents a set of leading questions designed to elicit opinion survey responses in support of National Service. He then presents another set of leading questions poised to produce responses opposing National Service.

The Effect of the Leading Questions

First, Sir Appleby demonstrates that asking the following leading questions can sway a respondent to support the reintroduction of National Service:

  • Are you worried about the number of young people without jobs?
  • Are you worried about the rise in crime among teenagers?
  • Do you think there is lack of discipline in our comprehensive schools?
  • Do you think young people welcome some authority and leadership in their lives?
  • Do you think they’ll respond to a challenge?
  • Would you be in favour of reintroducing National Service?”

This set of six questions brilliantly exemplifies the use of leading questions. They are designed and presented in such a way that they trigger agreement—‘yes’ seems an obvious answer to each. After all, everybody is inclined to be worried about teenage crime and youth unemployment. After this pattern of concordance, Sir Appleby throws in the well-worded crucial question about National Service. In fact, this last question is worded in such a way that it offers National Service as a supposed solution to all the aforementioned problems. Once more, the answer is agreement.

In the second half of his interchange with Woolley, Sir Appleby demonstrates that another set of deliberate leading questions can make the respondent oppose the reintroduction of National Service:

  • Are you worried about the danger of war?
  • Are you worried about the growth of armaments?
  • Do you think there’s a danger in giving young people guns and teaching them how to kill?
  • Do you think it’s wrong to force people to take up arms against their will?
  • Would you oppose the reintroduction of National Service?

Sir Humphrey’s first four questions are deliberately designed to produce agreement. In keeping with the survey’s design, the fifth question does too: a person who is concerned about arms and opposed to forcing the youth to take up arms against their will is bound to oppose reintroduction of National Service.

Idea for Impact: Sensitize Yourself to Leading Questions; Use Them if Necessary

Firstly, trust surveys, statistics, and anecdotes at your own discretion. Question everything.

Secondly, sensitize yourself to leading questions. Be alert and aware of all the negative ploys, manipulations, and other persuasive devices that others can shrewdly use to influence your thinking.

Thirdly, and more consequentially, use leading questions when you hold a strong personal opinion on a topic of discussion and must engage others in your favor. If necessary, use leading questions to change their opinion or even to gather some slanted information. While I am not one to condone deception, I do recommend such manipulative techniques as long as you use them for positive ends—sometimes certain ends do justify certain means.

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