Posts in category: Human Nature

Social media is not advertising

Social media is not advertising

Buying/selling/using social media engagement is not the same as buying/selling/using advertising. Here are seven ways the two are different: Social media takes a longer period of time to attract interest and attention. People have to encounter a social media campaign...
Empathy in customer service

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.” When we express empathy, most people’s gut reaction (at least...
Get Sh*t Done!

Get Sh*t Done!

Read Niall Harbison’s Get Sh*t Done!: From Spare Room to Boardroom in 1,000 Days Bought it late one night, fell asleep reading it. Highly readable. Full of wisdom and insights from real hands-on experience. One key takeaway: We are crippled by the fear of...
Let them win

Let them win

Some people just need to win. They are defensive, touchy, fearful, controlling. They need to justify everything in their favour; to make everyone else wrong. And to make sure that everyone knows they are right. You know what? Most of the time, it is ok to just let...
If we were our own client

If we were our own client

Do you treat others better than you treat yourself? Do you forgive others more easily, even as you demand more from yourself? Do you put off doing something that needed doing because you didn’t feel like it?But if your clients were to request the same thing...
What drives a closed mind?

What drives a closed mind?

What would compel someone to be so rigid, inflexible and exclusive with their thinking that they end up disrupting discussions and alienating themselves from groups? I noticed these unhelpful and disruptive behaviours from someone in a group ideation session recently...
Sparse info; more weight?

Sparse info; more weight?

Hypothesis: the less information we have about a place for example, the more weight we may tend to give it that information. In other words, do we tend to place more value on sparse information? When I was leaving Berlin for Vienna recently, a “helpful” and friendly...
Viennese traffic lights

Viennese traffic lights

I love these fun pedestrian traffic lights in Vienna. There are many opportunities to add whimsy and fun to our everyday environment – virtual or real – without compromising usability or stomping on the user experience. These small touches add richness to...
Un-extraordinary Vertu

Un-extraordinary Vertu

Vertu may be for extraordinary people but this ad of theirs at Berlin Tegel airport was definitely sub-ordinary. Actually rather poor. The composition is amateurish. The layout looks like it had been assembled last-minute with elements spread mechanically, evenly and...
Live your dream: a tableau

Live your dream: a tableau

This shop window in Oslo caught my eye one evening in Oslo. (The “Live Your Dream” text was actually stencilled on the shutter.) “Live your dreams” is so easy to say it has become a meaningless insipid throwaway. It is even more hollow and fake...
Doing matters

Doing matters

The same applies to business ideas and inventions. If we don’t get off our backsides and do something, our brilliant idea is...
Behaviour change and anxiety

Behaviour change and anxiety

Change is hard. Anxiety is inevitable involved. I drew this graph to show the anxiety level I feel whenever I change out of an old habit into a new one. I think this also applies to group anxiety whenever change happens in an organisation. What do you think? Does this...
Why nice people do dreadful things

Why nice people do dreadful things

Our actions are founded on our beliefs. In day to day living we have learnt inhibitions that stop us from reacting blindly to stimuli. Our conscious mind and empathy for others enable us to consider consequences before acting. Most of the time. I’ve been...
Missing from Amsterdam

Missing from Amsterdam

For city with streets that are almost as densely packed as Singapore and Sydney, I did not see a single act of public aggression in all of my 10 days there. There were no public arguments, no raised voices, no overt intoxication or antisocial drunken behaviours. The...
Graffiti citizen engagement

Graffiti citizen engagement

This Mashable post This graffiti artist’s ‘experiment’ with the authorities escalated hilariously is interesting from a citizen engagement point of view. (Images above sourced from the Mashable post.) The artist spontaneously started engaging with...
Beliefs, assumption and acceptance

Beliefs, assumption and acceptance

Why is it so hard for us to see beyond our own prejudices, to remain centred in our own humanity when confronted with people outside of our comfort zone, and be more authentically accepting of differences? Some people get terribly irrationally upset over interracial...
Getting customer experience right first time

Getting customer experience right first time

One interesting phenomenon of travelling on my own is that I can spend significant periods of time not talking to anyone. Most tickets are bought from machines or online; machines with multilingual options, and generally very usable user interfaces.  Supermarkets have...
History changing objects

History changing objects

Discovering the Asgard at the Museum Decorative Arts & History in Dublin prompted this post. The fact that one single object can come to be so intimately tied to a country’s history is astounding. As more and more significant human activities – such...
Children need less food

Children need less food

Is the world losing our collective common sense? Many of us have heard, and chuckled at, the truism that common sense is really not that common right? I’m certainly noticing public education campaigns to teach the obvious. Like this poster telling people to feed...
How we make meaning

How we make meaning

There are three layers of perception: The real objective world. Absolute reality that we don’t actually perceive objectively, Our gut reaction.Conditioned responses. Subconscious interpretations. Our active meaning making through storytelling. What we remember...
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