Sunday, 30 March 2014
Fast Thinking
A couple of weeks ago I read an article which was based on an interview with Professor Daniel Kahneman, Psychologist and winner of the Nobel Prize in Economics in 2002. Reading the article reminded me of a Horizon documentary I watched a couple of months ago called How You Really Make Decisions which was based on the work of Kahneman, who along with friend a collaborator, the late Amos Tversky, established a basis for common human errors which arise from biases. At the heart of his work is the idea that when we think we use two systems; fast System 1 which is automatic, effortless and intuitive, and System 2 which comes into operation when we need to stop and think about more complex questions. The problem is that System 2 is often lazy and will form mental shortcuts to simplify complex questions. The understanding of this led to the establishment of Behavioural Economics, the study of the effects of social, cognitive and emotional factors on the economic decisions of individuals and institutions, which is why Kahneman received the Nobel Prize for Economics rather than Psychology.
In his book, 'Thinking, Fast and Slow' Kahneman states that we are not rational creatures but instinctive ones and the decisions we make are fast and often innaccurate, based on systematic errors which recur predictably in particular circumstances without us being aware. Therefore if we want to make better decisions, we should be aware of these biases. The good news is that we have the ability to reflect on our biases so that we can minimise their effect and overcome them. It's important to realise that our beliefs are not always anchored in reason and we should know when to distrust fast thinking and use slow thinking to keep our natural impulse in check.
"It's far easier to identify and label the mistakes of others than to recognise our own"
Professor Daniel Kahneman, Thinking, Fast and Slow (2012)
Further Reading
http://www.standard.co.uk/lifestyle/london-life/the-thought-father-nobel-prizewinning-psychologist-daniel-kahneman-on-luck-9199162.html
Sunday, 16 March 2014
Mindsets
A while ago I came accross an article titled 'the right mindset for success' which was a transcript of an interview with Carol Dwek, a Professor of Psychology at Stanford University. According to Dwek, people can be differentiated according to their views of where ability comes from. Those with a 'fixed' mindset believe their basic abilities, intelligence and talents are just fixed traits, whereas those with a 'growth' mindset understand that their talents and abilities can be developed through effort, teaching and persistence.
Most people are not aware of their own mindset, but it is especially evident in their reaction to failure. Fixed mindset individuals dread failure because it is a negative statement on their basic abilities, while growth mindset individuals don't mind or fear failure because they realise their performance can be improved and learning comes from failure. According to Dwek, an individual's mindset impacts how they face and cope with challenges and can play an important role in all aspects of life. Dwek argues that the growth mindset will allow a person to live a less stressful and more successful life.
In the book 'How To Win' Dr Rob Yeung suggests that most people have parts of both the fixed and growth mindset, rather than believing that all attributes are 100% innate or trainable. His view is that your current beliefs are only a starting point and that you can shift your mindset by understanding it.
A mindset is an established set of attitudes that predetermine a person's responses to and interpretations of situations. It is not just confined to a fixed or growth mindset but can also relate to other views such as whether you have a positive or negative image of yourself and others, whether you view people as friendly or unfriendly, or whether you view the world is welcoming or hostile.
It's important to note that although your mindset can influence your personality, it's not part of it and is based on beliefs that are changeable. It's worth spending some time thinking about the mindset you have as it can distort your perceptions of events and can greatly influence your behaviour.
You can challenge your mindset and decide which thoughts are constructive and which are destructive and choose the right mindset to approach life.
Further Reading
Sunday, 23 February 2014
Control
In my last post I talked about choices, and at the heart of that is a sense of control. It's natural to want to control where you are going, and to do that you need to have a sense of which direction you are heading. If you start your journey with what you want you will always feel far off from your destination, but if you start with where you are now and what you have, you can gradually monitor progress.
There are plenty of things you can control, but it's also important to realise that there may be some things you can't. Change constantly happens around you, sometimes things will happen that you don't understand and have no say over. It's possible to save yourself a lot of suffering if you accept this inevitability and learn from it as you go.
You do have a say over how the future unfolds and how you react to things you didn't anticipate. Even if it doesn't seem like it, you choose the things you do every day, how you will interpret situations, and how you will react to them. You can also decide at any time that you don't need to have all the answers, and you don't have to know and control everything. It's important to have realistic expectations - sometimes life is unfair and things will go wrong, but situations are only stressful if you allow them to be. You just have to trust that you know enough to take responsibility for now.
Sunday, 9 February 2014
Choices
The other day I was at the supermarket, I needed some laundry detergent but my usual brand wasn't there. Suddenly I was confronted with a miriad of choices and felt quite overwhelmed, I stood there for far longer than should have been necessary trying to make a decision which should have been relatively easy, except it wasn't. When I got home I wondered why it was so difficult and I remembered an article I came accross last year called 'the problems with too much choice'.
In the article the author argues that while no choice can be constraining and make you feel powerless, too many choices result in paralysis, regret and unrealsitic expectations - it simply overwhelms your potential to make a decision and can lead to you giving up and not making a decision at all. The constant decisions we make every day are paralysing, distracting us from our lives.
Life is about choices, but it's not the decision itself that causes the problem, it's the perceived consequences. The consequences that arise when choosing a washing power are much less significant than when it comes to making important life decisions, so no wonder it's difficult when it comes to the more significant choices. It's hardly surprising that making decisions is a common cause of stress on a day to day basis. Logic can go out of the window and you get caught up in what you will miss out on if you choose one over the other, going over and over it so that you can't move forward. The consequences seem more severe than they actually are and it can stop you from making decisions for fear of getting it wrong.
This has an effect in business, it's important to give customers control over their experience, but not so much that it overwhelms them. Personally it helps to understand how the mind works when it is making decisions, if you gather all the information possible and accept that whatever choice you make will have consequences, including those if you don't make the choice at all. If you get some perspective and try to remove the emotion it becomes easier, especially if you accept that you can deal with the consequences.
Life is full of choices, every moment of every day. But not only do you make choices about day to day acivities, you also make a choice about your mindset and your attitude. If you are in a situation you would like to change, then you have to make that choice to do so, no-one else can do that for you.
The consequences of not making that choice can be just as significant.
Further reading
http://linkedin.com/today/post/article/20130918095617-284615-the-problems-with-too-much-choice
Sunday, 19 January 2014
Change
After thinking and reading a lot about goals and resolutions, there seems to be many different ways to approach them and make them last, but do any of these actually make us change?
I came accross an article which argued that while in theory everyone can change, in practice most people don't, and where there is change it represents an amplification of an already existing character. And while some are more capable of changing than others, deliberate attempts to change are less effective than we think. While a few of the arguments raised in the article made sense, in my view it represents a black and white, all or nothing way of thinking.
Sometimes change can feel impossible, but is it really? It's easy to think our personalities are set in stone, but they evolve and mature over time. The act of making a choice is in itself a change, and often it is our thoughts, beliefs and attitude that stands in the way. But it's difficult to recognise how things will feel on the other side of how they are now and it's easy to stay with the familiar. When we experience change in our environment, the fight or flight response is triggered and fear pushes you into panic mode causing internal resistance. Past experiences and beliefs help to prepare us for what to expect but it means we experience things as we anticipated it, whether it is actually that way or not. The article mentions that the recipe for change involves building self awareness, changing a few behaviours and a lot of willpower. It doesn't matter how much willpower you have if you hold limiting thoughts and beliefs that create resistance that is just as strong, if not stronger, than the desire to change. But simply being aware of what is happening means that you can circumnavigate it, and taking small manageable steps helps to reprogramme your expectations.
We think if we are not affecting major change in our life then it's not happening, but changing small things accumulate and it's often others who notice a change in us before we do. The only way anything can change is one small piece at a time. We can always choose our attitude, regardless of circumstances. Even if you don't change overnight, the decision to work toward something better gives strength to make better choices in everyday life. Thoughts, feelings, actions and the environment are all intertwined; a change in one creates a ripple effect in others.
If there's one thing that's constant in life, it's change and it often happens without us noticing it. Nothing ever stays the same but it can be looked at differently if you consider it as an opportunity to let go of the way things were and find possibilities in the way things are. The article questioned if we could really change our personalities but does that even matter? Why fight with who you are when you can always change what you do. We all change, we just have to make that choice.
"Whether you think you can or can't, you're right" Henry Ford
Further Reading:
http://blogs.hbr.org/2013/12/if-you-want-to-change-dont-read-this/
Further Reading:
http://blogs.hbr.org/2013/12/if-you-want-to-change-dont-read-this/
Thursday, 2 January 2014
Resolutions
New year is traditionally a time for making resolutions for the year ahead, and we begin to look forward and set goals. There's no escaping the New Year, New You articles at this time of year but it's equally important to look back over the last year so I made a list of all the successful things that happened in 2013 and reviewed it to consider what actions I'd like to take in 2014.
Recently though I've been reading about mindfulness and living in the present and the idea that if you live in the present, the future will take care of itself. So I felt conflicted, is it possible to be present while setting goals for the future?
In my search for an answer, I came across an article by Steve Pavlina who says "You can only achieve anything in the present moment and you can only enjoy those achievements in the present moment. You can't achieve anything or enjoy anything in the past or future because you're never there." The point he makes is that the only value in goal setting is that it improves the quality of your present reality, not a future imagined reality.
In a previous post I talked about the benefits of letting go which is also important in goal setting. Instead of continuously thinking about the desired future state, plan then let go and as it unfolds step back to see how things are going and make shifts where necessary. Sometimes things just take time, but if the goal is one that improves your present reality in some way, then you know it's the right one.
It's possible to live in the present and help shape the future
Happy goal setting
Further Reading
http://stevepavlina.com/blog/2006/08/how-to-set-goals-you-will-actually-achieve/
Monday, 23 December 2013
In Bruges
Nothing puts you in the festive spirit quite like a Christmas market, and where better to visit than Bruges, a fairy tale city in the flemish region of Belgium. A UNESCO world heritage site, it's as if this city was designed for Christmas, with picturesque cobbled lanes and canals which link market squares lined with beautiful historic buildings. Like Stockholm and other canal based cities Bruges is also sometimes referred to as the venice of the north, a charming town filled with incredible history, beautiful scenery and friendly locals. Horses and carts are more common than cars in the city centre, where the main market square sits in the shadow of the spectacular 13th century bell tower. This is the hub of the city, particularly during the festive season when the Christmas market sits against a backdrop of medieval buildings. It's beautifully atmospheric and like a picture postcard.
When we arrive, we head straight for the Grand Place - the stunning central market square, beautifully lit up by the nightly sound and light show which highlights the beautiful architecure of the surrounding buildings. The centrepiece is an impressively large Christmas tree which adds to the festive atmosphere. The city celebrates the end of the year with a large Euorpean Christmas market called 'Winterwonders' which spreads through the cobbled streets and squares. The size of the market is impressive with some amazing food and we try out the traditional frites with mayonaise then take a wander around where we come accross another smiley face - the smileoke bar!
The next day we take a bus tour to take in the sites and stop at the Royal Palace then head back to the city centre to check out the rest of the market selling everything you can imagine and I find another smiley face at one of the stalls. No visit to Belgium would be complete without some waffles so we stop for some on our way back.
Both Bruges and Belgium are beautiful cities - particularly during the festive season. Plus I found the perfect Christmas gift - some smiley faces.
Monday, 2 December 2013
The Present Moment
Life happens in the present, but so often we let it pass by unobserved by worrying about the future or dwelling on the past. It's easy to miss what's happening in the here and now, like when we are at work - we're looking forward to being on holiday, then when on holiday, we worry about work.
Mindfulness is living in the moment with your attention on the present, it allows you to realise are not your thoughts and you can observe them without judging them. It takes practice, but there is a paradox because the expectation of reward leads to a future oriented mindset which subverts the process. Ironically, letting go of what you want is the only way to get it. It forces you to stop overthinking and into the present so that you can't worry about things that aren't there.
Another paradox is focusing on a problem to combat and overcome it often makes it worse. The mind's natural tendency when faced with pain is to attempt to avoid and resist it which only magnifies it. The solution is acceptance, letting the emotion be there without judging it, holding on to it or pushing it away. This helps you to understand it, then you can choose what to do next.
Thoughts are just thoughts, you don't need to believe them or do what they say. Being in the present moment takes us out of autopilot to start paying attention to the world around us. Being aware of thoughts means they don't control you, to be more in control of your mind you need to press pause, stop doing and focus on just being.
In A Guide to The Present Moment, Noah Elkrief states that our thoughts broadly fall into two main categories: psychological and functional. Functional thoughts determine how to do things or solve problems, while psychological thoughts are the ones that decide whether something is good or bad, and it is these thoughts which can can cause suffering. He argues that one way to experience the present moment is when we don't have or believe the thoughts that create unwanted emotions.
Sunday, 17 November 2013
Mindfulness
At the beginning of this year I read a book about mindfulness. Reading the book and following the practices based on Mindfulness Based Cognitive Therapy really helped me to gain a new perspective on the world. It introduced the concept of mindfulness meditation and helped me to understand the reasons behind thought patterns, particularly negative ones that can be so destructive. It was a relief to know I wasn't alone in this thinking and there was a way to tackle it which has been clinically proven to work. We all have normal feelings of anxiety, stress and sadness, but mindfulness meditation helps prevent these from spiralling downwards leading to prolonged periods of unhappiness and exhaustion.
Meditation is not necessarily about religion or looking for enlightenment, at it's simplest it involves just focusing on the breath, and when your mind wanders bringing the attention back to the breath. This allows you to observe your thoughts instead of getting caught up in them, and realise they are just thoughts that come and go. This realisation was a big turning point for me, ultimately I had a new perspective which meant I had a choice on whether to act on them or not. Mindfulness is about observation without criticism and being compassionate with yourself. In my last post I talked about compassion, but up until I read this book that concept hadn't even occurred to me before. It gave me a greater mental clarity and helped me to break some of my unconscious habits of thinking and behaving.
The terms mindfulness and meditation are often used interchangeably. Basic meditation involves focusing on the breath which simply allows the mind to rest, but mindfulness meditation involves training the mind to observe things non judgmentally. Mindfulness is a way of living day to day consciously and mindfully of which the ultimate goal is to make choices and have all our actions and reactions reflect those choices.
When I tried meditation I felt a calm and stillness in my mind which encouraged me to keep going with the practice. It is what made me realise that I was running on autopilot a lot of the time, it's what inspired me to start this blog and what prompted the search for my smiley face. It's still a work in progress, and this is just the beginning.
Further reading:
Mindfulness, a practical guide to finding peace in a frantic world. Mark Williams and Danny Pennman, 2011, Piatkus
Saturday, 2 November 2013
Compassion
Recently I attended a conference for the Prince's Trust, a charity that gives practical and financial support to young disadvantaged people. The majority of the attendees were volunteers, and it got me thinking about the motivation for people who give up their time and experience to mentor young people to help them reach their full potential.
The simple fact is that helping others makes us feel good. People volunteer for many different reasons, but there are usually multiple motivators. When volunteering for the first time, the motivation is often extrinsic, existing outside of the individual. But external motivation like the desire to give back is not deep rooted in our personality and as volunteers continue, they discover their intrinsic motivations and they become personally invested. As they reach out to others, they discover things about themselves and they get a lot out of it, motivating them to continue.
Sympathy, empathy and compassion are important factors in mentoring, but it is important to distinguish between them. Sympathy is feeling sorry for another's hurt or pain with some emotional distance, while empathy is he ability to experience for yourself the pain that the other person is feeling, tuning in to another person's emotional experience. One downside to this though is when distressing emotions can be overwhelming, as similar areas of the brain are activated in both the person who suffers and the one who feels empathy. We witness suffering on a daily basis, whether it's on the street, we read about it on the newspaper, or we see it on TV and in movies. Compassion is more involved than empathy, which commonly gives rise to an active desire to alleviate another's suffering. While many of us easily get emotional watching sad movies or offer help to those in need, it's often difficult to extend compassion to ourselves. It's easy to criticise and judge ourselves and we learn to put others first, but being kind to ourselves allows us to reduce our own suffering, become stronger and offer authentic compassion to others.
Giving to others is a source of contentment and satisfaction. Last week I added some spare change to a charity collection tin and was given a sticker - with a smiley face on it!
The simple fact is that helping others makes us feel good. People volunteer for many different reasons, but there are usually multiple motivators. When volunteering for the first time, the motivation is often extrinsic, existing outside of the individual. But external motivation like the desire to give back is not deep rooted in our personality and as volunteers continue, they discover their intrinsic motivations and they become personally invested. As they reach out to others, they discover things about themselves and they get a lot out of it, motivating them to continue.
Sympathy, empathy and compassion are important factors in mentoring, but it is important to distinguish between them. Sympathy is feeling sorry for another's hurt or pain with some emotional distance, while empathy is he ability to experience for yourself the pain that the other person is feeling, tuning in to another person's emotional experience. One downside to this though is when distressing emotions can be overwhelming, as similar areas of the brain are activated in both the person who suffers and the one who feels empathy. We witness suffering on a daily basis, whether it's on the street, we read about it on the newspaper, or we see it on TV and in movies. Compassion is more involved than empathy, which commonly gives rise to an active desire to alleviate another's suffering. While many of us easily get emotional watching sad movies or offer help to those in need, it's often difficult to extend compassion to ourselves. It's easy to criticise and judge ourselves and we learn to put others first, but being kind to ourselves allows us to reduce our own suffering, become stronger and offer authentic compassion to others.
Giving to others is a source of contentment and satisfaction. Last week I added some spare change to a charity collection tin and was given a sticker - with a smiley face on it!
"If you want others to be happy, practice compassion, if you want to be happy, practice compassion" Dalai Lama
Sunday, 20 October 2013
Look On The Bright Side
This week I read an interesting article on Linkedin titled 'The Positive Power of Negative Thinking'. In it, the author argues that despite the perceived benefits of positive thinking, those who would define themselves as a pessimist are actually more successful when they focus on the reasons they're likely to fail because negative thinking transforms anxiety into action. At the other end of the scale optimists tend to benefit from more confidence and thrive in jobs that require resilience and perseverance.
The key is to find the best of both worlds and strike a balance between the blue sky view and a more realistic assessment of any given situation. It's not a matter of thinking positively or negatively but the use of strategies that match our thinking style.
I'd like to say that I'm a glass is half full type of person, but in reality I tend to think on the negative side and about anything that can possibly go wrong. It turns out though that this can be a good thing. In the same way that guilt acts as our moral compass, anxiety leads us to anticipate the worst and be prepared for it. At work it means I can prevent things from going wrong and when planning events anticipate problems so that everything is under control on the day.
Personally, anxiety can tell us that we need to make changes, for example unresolved issues that need to be addressed or an unexpressed gift or desire. This can inspire us to change our approach to work, our passions or our mindset.
It's all a matter of looking at negative thinking and anxiety as an opportunity, the difference is the way we look at it. This goes a long way when we learn what it's teaching us and that is when we can take action.
'The Power of Negative Thinking" Adam Grant, Linkedin October 15, 2013
http://www.linkedin.com/today/post/article/20131015140307-69244073-the-positive-power-of-negative-thinking
'The Power of Negative Thinking" Adam Grant, Linkedin October 15, 2013
http://www.linkedin.com/today/post/article/20131015140307-69244073-the-positive-power-of-negative-thinking
Sunday, 13 October 2013
Positive Acceptance
We all deal with stress in our lives, and recently I've realised that some are able to deal with it better than others. Stress is a physical response of the nervous system when we perceive a threat. The body kicks into the fight or flight reaction, releasing stress hormones including adrenaline and cortisol which helps us stay focused, energetic, and alert. In small doses, it can help us stay out of physical danger, perform under pressure and motivate us to do our best, the problem is the body doesn't distinguish between physical and psychological threats and if you’re constantly running in emergency mode, the long term effects can lead to serious health problems.
The pressures we deal with on a daily basis have evolved along with us. An important step in managing stress is identifying the sources, but the true sources of stress are not always that obvious. When I did this myself I realised it wasn't caused by work or relationships but my own thoughts, feelings and behaviours. It wasn't anything to do with the situations I was in, it was the way I perceived them and dealt with them that was the problem.
Doing this on a regular basis makes it easier and can be applied to any situation both personally and professionally. I now have a note on my desk which says 'accept what is' which helps me to focus when I have a lot do or a looming deadline. At first this idea seemed almost too simple but when I tried it, it really worked.
We can't avoid stress in our lives, but we can change the way we react to it. Focus on solutions not problems to find your smiley face.
Thursday, 3 October 2013
Press Pause
At work we have a recurring meeting agenda item to reflect and refocus, this is an opportunity to take a step back from daily activities and look objectively at any issues which need to be addressed. At our last meeting we discussed the difficulties of taking time to do this on a regular basis when we are busy, so I scheduled some time in the diaries as a weekly reminder to stop and reflect.
Following this it occurred to me that this would be useful personally too. Recently I've been learning a lot about how the mind works and realised how much time I spend on autopilot, mindlessly doing things without really thinking about it. This happens particularly when I'm driving when sometimes I take a completely wrong turn purely out of habit. Because of the sheer amount of sensory information the brain needs to process it filters some things out and the result is that sometimes we can miss what's right in front of us.
Recent studies carried out suggest that up to 95% of our behaviour is determined by the subconscious, the part of the mind that functions without awareness. The subconscious mind is like a computer programme that includes information from experiences, memories, habits and beliefs. One of the reasons the subconscious is so powerful is that it can process far more information per second than the conscious mind. When we act on auto pilot our behaviour tends to become repetitive. This means we don't have to learn things over and over again but it also means our thought patterns become hard-wired.
The benefits of being more childlike apply here too, they love exploring and questioning things that we have learned to accept as the norm. Pressing pause to be more curious can really help see things from a different perspective. We are at our most creative when we are not thinking about it, the subconscious mind works in the background and we often think of ideas when we are distracted by a habitual task and in a relaxed state of mind. This is because the mind stops focusing on the details of the problems we are trying to resolve and focuses inwards on the connections that lead to insights. Often the answers were always there, we just need to listen to them.
Taking time to reflect allows the opportunity to look at our beliefs and opinions and question if they are true according to the knowledge we have. Often simple awareness is enough, allowing us to choose our actions rather than reacting based on autopilot.
Recent studies carried out suggest that up to 95% of our behaviour is determined by the subconscious, the part of the mind that functions without awareness. The subconscious mind is like a computer programme that includes information from experiences, memories, habits and beliefs. One of the reasons the subconscious is so powerful is that it can process far more information per second than the conscious mind. When we act on auto pilot our behaviour tends to become repetitive. This means we don't have to learn things over and over again but it also means our thought patterns become hard-wired.
The benefits of being more childlike apply here too, they love exploring and questioning things that we have learned to accept as the norm. Pressing pause to be more curious can really help see things from a different perspective. We are at our most creative when we are not thinking about it, the subconscious mind works in the background and we often think of ideas when we are distracted by a habitual task and in a relaxed state of mind. This is because the mind stops focusing on the details of the problems we are trying to resolve and focuses inwards on the connections that lead to insights. Often the answers were always there, we just need to listen to them.
Taking time to reflect allows the opportunity to look at our beliefs and opinions and question if they are true according to the knowledge we have. Often simple awareness is enough, allowing us to choose our actions rather than reacting based on autopilot.
Albert Einstein summed it up well when he said "The significant problems we face cannot be solved at the same level of thinking we were at when we created them."
Sunday, 22 September 2013
Emotions at Work
I regularly pick up a copy of Stylist on my way home from work to read on the train journey home, it's a free magazine handed out at stations to commuters. It's from the same people that produce Shortlist, and I now look forward to Wednesday journeys home when I can read the latest edition. In a recent issue there was an article entitled 'Is Your Boss A Phsycho?" which caught my attention, not because I think my boss is a phsycho but because it raised a few interesting points. The article pointed out that being pshycopathic doesn't necessarily make you a serial killer, rather it is someone with a distinct cluster of personality traits, including narcissism, persuasiveness and lack of conscience and is often found in successful business figures, particularly CEOs. I took the questionnaire and was glad that I scored pretty low on the psychopathic spectrum and it got me thinking about the other end of the scale too. I can see how traits like charisma, fearlessness and focus is useful for those in positions with tough decisions to make, but what about the other end of the spectrum? Does scoring low on phychopathic traits mean you can't be successful in the ruthless world of business? I know I'm a pretty empathetic individual, I feel other's pain easily and I'm always very considered when it comes to decisions, weighing up situations from different angles and really thinking things through before I do anything.
Recent events at work where things have happened to colleagues that affect both their personal and professional lives has really brought the subject of emotions at work into focus for me. Emotions are what define us, yet sometimes it is as if we detach our emotions before going to work. Emotions can be seen as unprofessional and the focus is often on what can be measured, but what lies at the heart of most companies are the people who work for the company and the customers they serve. We want customers to trust us, we want to show them that we care and value them, yet emotions are often ignored in business because it is difficult to quantify. Happy customers are more likely to remain loyal and recommend services, but equally happy employees are more engaged, meaning they voluntarily give the company and their customers their commitment. Empathy is important as good customer service is often built on building understanding and trust, and maintaining this even when things go wrong. Previous to being an assistant I worked in customer relations resolving complaints. I have to admit this was not my favourite job and it often pushed me out of my comfort zone, but I learned a lot from it and seemed to do it pretty well, and looking back now I realise it was probably because I have a lot of empathy. While I sometimes doubted myself, my decisions were always carefully considered and I remember hearing at the time that often customer satisfaction is higher after a complaint as long as it was handled well.
In his 1995 book, 'Emotional Intelligence' Daniel Goleman developed the argument that that non-cognitive skills like empathy and interpersonal skills can matter as much as IQ, advocating the importance of emotions in business. Although difficult to quantify, it is important that there are those who look at the bottom line and make tough decisions, but it's equally important that this is balanced with those who look at things from a different perspective. Particularly in customer driven businesses where customer experience is the focus, emotions are even more important.
Emotions affect us in every area of our lives; both personally and professionally. It's possible to find a smiley face at work too.
References:
Is Your Boss A Psycho? Stylist, Sept 4 2013
Emotional Intelligence: Why It Can Matter More Than IQ, Bantam Books 1995
Sunday, 15 September 2013
Letting Go
During the family weekend we took the kids to the park and my youngest niece made a sand angel, on which she then drew... a smiley face! Was this coincidence or the world trying to tell me something? Am I over thinking this? Maybe, and maybe that's another lesson to learn. Sometimes things don't go as we planned and sometimes we make mistakes, but the trick is to look at it differently, as an 'attempt' we learn from then let it go instead of carrying it around for fear of making the same mistake again. As I was driving the other day the song 'Wake Me Up' by Avicii came on the radio and for the first time I listened to the lyrics "I tried carrying the weight of the world, but I only have two hands" and it made me think. Apparently Thomas Edison invented the light bulb on his 1000th attempt and was quoted as saying "I have not failed 1000 times, I have successfully found 1000 ways that will not work."
As if by some other coincidence, I have a day to view calendar on my desk at work, and each day has a quote. Last week one of the quotes was "some mistakes are too much fun to only make once." It is important to learn from them, but it's just as important, if not more, to then let it go.
| The sand angel smiley face |
Inspiration for this post came from a few articles I have read on the Tiny Buddha website:
http://tinybuddha.com/blog/use-self-acceptance-to-learn-from-the-past-and-let-it-go/
http://tinybuddha.com/blog/be-more-childlike-life-can-be-beautiful/
Sunday, 8 September 2013
The Venice of the North
I decided for this trip I would step out of my comfort zone and not plan an itinerary - just go with the flow and see what happens. This is completely against my nature, I'm a keen traveller and my previous trips have been planned down to every. last . detail. This is usually after meticulous research, checking various top attraction lists and guide books, determined to tick them all off the list. But this time was different. I arrived in Stockholm without a plan and although I did feel an initial sense of panic (I hadn't even pre-booked the bus from the airport to the city!) it all turned out for the best. After buying tickets for the bus at the airport and were soon in the city, checking in to our impeccably clean and quiet hostel. I have to admit at this point I did have a pre printed map of the location of the hostel - baby steps! It was late on a Friday when we arrived and my first impressions were that it was peaceful and quiet, not much like it is at the same time back home on a weekend evening.
| old town |
The next morning we headed to the tourist information centre to decide what to do. A triathlon was on at the time affecting the sightseeing bus route so we opt for a boat tour instead, taking in the sights of the beautiful waterways that connect the city. Next we head over to old town to check out the old alleyways and cobbled streets. We don't pay attention to the map and just wander and find a lovely cafe where we stop for a drink and some people watching. The old town is beautiful, if a little busy with tourists but not so much if you wander off the beaten track. We decide to go back later for some Swedish meatballs for dinner (when in Sweden!) and find a cute little place with photos on the menu which helps us with our choice.
| sunset view over the city |
| love locks on the bridge |
| changing if the guard at the Royal Palace |
Later we walk back to the old town again to watch the changing of the guard at the Royal Palace then pick up some souvenirs and everything we find is expensive, even a small bottle of water cost the equivalent of £2.10. The scandinavians are known for their high standard of living and it's evident here but we've managed to keep the costs down in travel and accomodation and it was well worth it.
I didn't tick off all of the top 10 must see sites, but I really found the heart of this beautiful city and found my smiley face in more ways than one, where will you find yours?
I didn't tick off all of the top 10 must see sites, but I really found the heart of this beautiful city and found my smiley face in more ways than one, where will you find yours?
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