Posts in category: Efficacy

Top tip for working with a difficult person

Top tip for working with a difficult person

In collaborative, cross-disciplinary, and cross-functional design projects, encountering the difficult person is inevitable. In the opening interactions with a difficult person, a lot of their behaviours (hostility, obstructiveness, complaining, blaming, general...
Three fundamental user needs

Three fundamental user needs

In User eXperience (UX) or user-centred design, we need to understand and cater to the three fundamental human needs of Safety, Agency, and Comfort. Safety I am in control, I see what is going on, I know what I am doing, I have the tools and information I need, I know...
De-normalising for possibilities

De-normalising for possibilities

When a situation is normalised, we get no spikes of differences or interest. When everything is of more or less equal importance/priority, it can be very hard to begin taking action. When everything seems the same, we get “blank canvas syndrome.” Where do we begin...
Hospitals to start drug company

Hospitals to start drug company

Image from Gizmodo. When things stay unchanging for a long time, we can accept them as immutable truth, and forget the power and resources we have at our disposal to make change. The status quo is: drug companies make and sell drugs, hospitals buy and use drugs....
Flowing from ideas to up-and-running

Flowing from ideas to up-and-running

Found this diagram I sketched while on a startup project many years ago. It may be useful to help you reflect on your new startup venture this year. It is interesting to see how the process is still more or less the...
Experience design must move beyond marketing

Experience design must move beyond marketing

The increased focused on customer experience has brought design into more businesses than ever before. Unfortunately, there is still a tendency to see experience design as just another marketing function. If you want to maximise the returns from customer experience...
Entitlement to voice suffering

Entitlement to voice suffering

Suffering is part and parcel of life. It is only natural that we seek to ameliorate our suffering, to ease ourselves through the difficult times. Many of us have difficulty voicing our suffering. We engage in what I call comparative dismissal. “There is always someone...
Continuum of customer service care factor

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much money can I make off you? Customers exist to enable my success. They should be so lucky to have me serve them. Balance:...
Three obstacles to constructive discourse

Three obstacles to constructive discourse

The ability to have respectful, calm, rational, considered, fact-based discussion is a core of resolving conflict. These are the biggest obstacles to constructive discourse: 1. Belief/faith: opinions and interpretations over verifiable facts. We are all attached to...
Ill-differentiated triggers

Ill-differentiated triggers

This was on the wall next to a secure door. To exit, I had to touch one of these buttons. But which one? With such ambiguity, I wonder if they get lots of false alarms? I wonder if all the doors in the building have panels arranged in the same way? Or whether some of...
Golden opportunity or trickery?

Golden opportunity or trickery?

A friend of mine, faced with staying in or leaving a job, asked: “How do I differentiate between feeling like I am leaving a golden opportunity and being scammed into believing it’s a golden opportunity?” Here’s my response: We cannot predict the future. We...
Constructive versions of lying techniques

Constructive versions of lying techniques

Here are the eight How to lie in a post-truth world techniques reframed as constructive actions. 1. Tap into an existing narrative. Building your audience’s existing knowledge and biases can be a significant timesaver. Your communication can be more focused on...
EQ visualised

EQ visualised

This is my visualisation of Daniel Goleman’s definition of Emotional Intelligence (EQ) as he described in the video...
Post-traumatic growth

Post-traumatic growth

The Surprising Benefit Of Going Through Hard Times is a positive article on thriving after traumatic events. A common traumatic event many working professional face is being the target of a manager, colleague, business partner who has APD (anti-social personality...
Some problems are insoluble

Some problems are insoluble

Let’s define solved as – the problem has be dealt with, or cleared up, in such a way that it has gone away and not likely to occur again any time soon, or ever again. Not all problems are solvable by this definition. Because to solve it would require one or more...
Three dimensions for understanding a problem

Three dimensions for understanding a problem

Looking at a problem across the following three dimensions may be useful in helping us better understand and problem, reframe our perceptions, and find ways to move forward. Is it you or the circumstance? Sometimes the problem is not us, but rather the circumstance we...
Talent-Belief gap

Talent-Belief gap

Self-efficacy is the belief that we are able to respond effectively or successfully to a given situation. The Talent-Belief gap describes how well our self-belief (efficacy) tallies with our actual talents and abilities. The presence of a Talent-Belief gap means we...
Anxiety blocks creativity

Anxiety blocks creativity

“…feelings of anxiety stimulate your limbic system, causing your brain to release stress hormones. The limbic system stops communicating with the cerebral cortex, the part of your brain responsible for creativity. Your heart pounds, you stop being able to...
Mechanistic Processes vs Guiding Principles

Mechanistic Processes vs Guiding Principles

Mechanistic Processes Processes solve problems by applying predefined reactions/steps to anticipated challenges. A person running the process needs only to know when to execute which step. A typical business process is necessarily rules-based and mechanistic: Do this,...
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