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From The Archives - The Incredible Dr. Amy Cuddy

February 25, 2021 by Lace Gilger in Influence & Communication, Weapons of Influence

In this episode we discuss the incredibly important thing that everyone (including you!) get’s wrong about presence, we explore how to prime yourself for the best performance in moments of pressure and high stakes situations where other people are watching and judging you. We look at the results from thousands of experiments over the last few decades to uncover the fascinating truth about power and powerlessness. And we share the exact strategy you can use to shift your brain into the mode that allows you to view the world as more friendly, help you feel more creative, and make you into someone who takes action. We dig deep into all this and much more with our guest Dr. Amy Cuddy.  

Dr. Amy Cuddy is an American social psychologist, author, and speaker. She currently lectures on the psychology of leadership and influence at Harvard University and she and her work have won several awards including being named one of “50 Women Who Are Changing The World” by Business Insider. She is the author of the 2015 best-selling book Presence: Bringing Your Boldest Self to Your Biggest Challenges and her 2012 TED talk is the second most viewed talk of all time. Her work has been featured in TIME, Wired, Fast Company, NPR, and countless academic journals.

  • The incredibly important thing that everyone (including you!) get’s wrong about Presence 

  • Presence - what is it and why do you so often misunderstand it?

  • Presence is not a permanent state that you achieve if you go to enough meditation retreats

  • No one can be present all the time, no one can be present all the time

  • Presence is a momentary state - its when you are attuned to and able to comfortably express your authentic best self

  • What is does it mean to be your “authentic best self?"

  • How do you bring your best self to your least likely situation when you’re least likely to be present and most likely to be distracted by your fears?

  • Let yourself off the hook about being your best self and being present all the time - it’s impossible 

  • How does the expression of the "Best Self" interact with the concept of FLOW?

  • Presence is about moments of pressure that come from human interaction - people judging us, high stakes situations throwing us off our games

  • Being focused on the outcome, feeling that you’re being judged, feeling like you’re in a high stakes situation often shuts us off from moments of real presence 

  • When are not present it reveals itself to others - it often triggers “deception queues” in your nonverbal communication 

  • When you lie you’re suppressing the words and emotions around the story - we often might get the words right but we often get the emotions and nonverbal wrong

  • When you are present you become aligned, you become synchronous, you aren’t getting in the WAY of yourself you’re BEING yourself - you believe your story and people hear, feel, and see that in your verbal and nonverbal communication 

  • The people who do the best on Shark Tank are the ones who clearly buy what they are selling - there is no reservation, you can hear their belief and their conviction 

  • When you’re authentic and you bring your best self forward you believe that self - authenticity is a HUGE and KEY piece of this 

  • Synchronous words and nonverbal

    1. You believe your own story

    2. When you’re present you communicate confidence, not arrogance 

  • Arrogance is associated with fragile high self-esteem - confidence is a tool that invites people in - arrogance is the opposite

  • Non-zero-sum power - personal power 

  • People who feel powerful are much more likely to be present 

  • When you look at the results from thousands of experiments over the last few decades - you see a fascinating pattern about power.

  • Feeling powerful affects your feelings, thoughts, behaviors, and physiologies 

  • When you’re in a place of feeling Powerful - you see the world as more friendly, you’re more creative, you’re more likely to take action - you view the world from the “approach” system

  • Why don’t bystanders intervene when they see a clear emergency? 

  • Power lets you EXPAND into situations and TAKE ACTION 

  • The vital difference between what Amy calls PERSONAL POWER and what many people’s traditional understanding of POWER might be.

  • Make peace with the idea of Power - its OK to feel powerful. Power is not just power over others or power over resources - its about feeling that you control your own resources, your own destiny, your own life.

  • How do we lose power? How do we start to feel powerless? 

  • You want to feel powerful - you want other people to feel powerful - power is a HUGE piece of your general wellbeing. As you start to feel less powerful, as you start to feel less control, you begin to flip into the “Inhibition System” 

  • When you start to hide, when you start to make yourself feel small, when you start to feel like you are lesser than, when you start to collapse and contract - do TWO KEY THINGS

  • (1) Notice what TRIGGERED the feeling of powerless 

    1. (2) Start to physically expand, slow down, open up, take some deep expansive breaths. Pausing and slowing down 

  • What makes people feel powerless?

  • Focus on feelings of expansiveness and try to prepare yourself before getting in high-pressure situations 

  • Ways that you can EXPAND and create more Power in your life and in your toughest moments:

  • Slow your speech

    1. Breathe more deeply

    2. Physically expand 

    3. Sit up straight 

    4. Movement 

    5. Carry yourself in an expansive way

    6. Carry yourself with a sense of pride and purpose 

  • Often times “Mind-Body” Interventions are MUCH more effective, especially when we’re anxious, than “Mind-Mind” Interventions

  • If the body is acting like it’s not being threatened, the mind will often follow into the same pattern 

  • In moments of anxiety - remember that you are an animal - and changing your body can often result in changes to your mind 

  • How does Imposter Syndrome play into feelings of powerlessness? 

  • At Harvard Business School 75% to 80% of students feel imposter syndrome. You’re not alone, everyone feels imposter syndrome at some point in their lives 

  • Men often feel that they aren’t capable or able to share their weaknesses, fears, and vulnerabilities 

  • Things that make you feel like an imposter are often things that send social signals that you’re actually less likely to be an imposter 

  • Homework: Before you go into a stressful situation - prepare by using expansive postures, in private, have good posture, carry yourself with a sense of pride, mind your posture. Notice when you slouch and make yourself small. 

  • Homework: Change how you’re holding your phone - sit back and hold your phone up over you

  • Homework: Pay attention to other’s posture. Presence invites presence from others. 

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Show Notes, Links, & Research

  • [SoS Episode] When the Impossible Becomes Possible - The Secrets of Flow Revealed with Steven Kotler

  • [BioMotionLab Profile] Niko Troje

  • [Study] The Imposter Phenomenon in High Achieving Women: Dynamics and Therapeutic Intervention by Pauline Rose Clance & Suzanne Imes

    • [Article] IMPOSTOR PHENOMENON (IP)

  • [Amazon Author Page] Neil Gaiman

  • [Twitter] Amy Cuddy

  • [Personal Site] Amy Cuddy

  • [Personal Blog] Where Are the Grown Ups? by Amy Cuddy

  • [Amazon Author Page] Amy Cuddy

  • [Book] Presence: Bringing Your Boldest Self to Your Biggest Challenges by Amy Cuddy

Episode Transcript


[00:00:19.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the internet with more than three million downloads and listeners in over a hundred countries.

In this episode, we discuss the incredibly important thing that everyone, including you, gets wrong about presence. We explore how to prime yourself for the best performance in the moments of pressure and high-stakes situations where other people are watching and judging you. We look at the results from thousands of experiments over the last few decades to uncover the fascinating truth about power and powerlessness.

We share the exact strategy you can use to shift your brain into the mode that allows you to view the world as more friendly, helps you feel more creative and makes you into someone who consistently takes action. We dig into all of these and much more with our guest, Dr. Amy Cuddy.

Do you need more time? Time for work, time for thinking and reading, time for the people in your life, time to accomplish your goals? This was the number one problem our listeners outlined and we created a new video guide that you can get completely for free when you sign up and join our e-mail list. It’s called How You Can Create Time for the Things That Really Matter in Life. You can get it completely for free when you sign up and join the e-mail list at successpodcast.com.

You’re also going to get exclusive content that’s only available to our e-mail subscribers. We recently pre-released an episode in an interview to our e-mail subscribers a week before it went live to our broader audience. That had tremendous implications, because there was a limited offer in there with only 50 available spots that got eaten up by the people who were on the e-mail list first.

With that same interview, we also offered an exclusive opportunity for people on our e-mail list to engage one-on-one for over an hour with one of our guests in a live, exclusive interview just for e-mail subscribers. There’s some amazing stuff that’s available only to e-mail subscribers that’s only going on if you subscribe and sign up to the e-mail list. You can do that by going to successpodcast.com and signing up right on the homepage. Or if you’re driving around right now, if you’re out and about and you’re on the go, you don’t have, just text the word “smarter” to the number 44-222. That’s S-M-A-R-T-E-R to the number 44-222.

Do you feel uncomfortable and conflict with others? Do you experience fear and anxiety when dealing with tough situations? Most negotiation tactics and strategies assume you’re already a master negotiator with nerves of steel, but that’s the wrong starting place.

In our previous episode, we discussed how you can get comfortable with having tough conversations and build the foundation to become a real master negotiator, using a simple and easy-to-apply framework. We discussed how you can deal with tough situations and conflict from a place of poise, curiosity and conflict with our previous guest, Kwame Christian. If you want to feel more confident in the toughest situations of your life, listen to that episode.

Now, for our interview with Amy.

[0:03:20.2] MB: Today, we have another awesome guest on the show, Dr. Amy Cuddy. Amy is an American social psychologist, author and speaker. She currently lectures on the psychology of leadership and influence at Harvard University. She and her work have won several awards,  including being named one of the 50 women who are changing the world by business insider.

She’s the author of the 2015 bestselling book Presence: Bringing Your Boldest Self to Your Biggest Challenges. Her 2012 TED Talk is the second most viewed talk of all time. Her work has been featured in Time, Wired, Fast Company, NPR, countless academic journals. Amy, welcome to the Science of Success.

[0:03:55.5] AC: Thanks so much for having me, Matt.

[0:03:57.2] MB: Well, we’re very excited to have you on the show today and to dig into the meat of some of these – some of the work that you’ve done. I’d love to start out with presence. It’s something so simple and yet, people often view it as the wrong way, or misinterpret it. I’d love to understand when you talk about presence and its importance, what does it mean to you?
[0:04:17.0] AC: Yeah. I think when people hear the word and it is used a lot these days, especially when people are talking about things like mindfulness. It’s not well-defined in those context and discussion, so people are left to define it on their own. What I find they come to in their own process of defining it is that it must some permanent state that you get to if you do enough meditation retreats. It’s like a state that you get to where you’re always present and that’s not the way it works at all.

Presence, it is inevitably fleeting.  No one can be present all the time. It’s a momentary state. It’s not a permanent state. It’s the state in which you are attuned to and able to access and comfortably express your authentic best self. Now, authentic best-self, there is another phrase that I think is used all the time and not well-defined. Let me just take a moment to say by authentic, I don’t mean unfiltered, right? I mean, there are times where we need to be mindful of who we’re speaking with and be respectful in our interactions and you could still be authentic.

I’m talking about the person that you are in the best moments of your life. If you think back, over the last say two or three years, think about the very best moments. These moments would be times when you feel totally connected, you feel – is probably an interaction with other people, you feel like that connection is real and deep. You feel odd, you feel seen, you feel hurt and you feel that you’re seen in hearing them and you feel happy and relieved.

That’s your authentic best sell. The question is how do you bring that person to your most challenging situations where you’re least likely to be present, right? Because you’re so distracted by all of your fears. How do you bring that authentic best self, which probably happens in the moment of your life when you’re with people who you know and care about and love and trust? How do you bring that into interactions with new people, where you’re maybe pitching something, or interviewing or giving a talk? How do you bring it into those situations?

[0:06:37.0] MB: That’s a great fundamental question. I want to dig into it. Before we do, I want to just come back to something. I think you pointed out a really important major misconception that a lot of people have about presence. Tell me more about this idea that we can’t be present all the time and that it’s a fleeting state.

[0:06:54.6] AC: We’re human, right? There are always thoughts and distractions that are poking their heads in and pulling this away. That’s okay. We would be artificial intelligence if we were able to do that. I think that we have to let ourselves off the hook a bit around expecting ourselves to be present all the time. Even if you’re in a really engaging, say talk, or you’re watching a great movie. The things that still fully engage you, you’re still going to be distracted at moments. You might have to go to the bathroom. I’m just giving you a really simple idea that distracts you from being present, right? To let yourself off the hook that you just can’t be present all the time. It’s impossible.

[0:07:39.3] MB: How does this idea of the authentic best self interact with the concept of flow?

[0:07:46.0] AC: I think there’s a lot to it. I guess, I would say flow is a supreme state of this that lasts also a bit longer. It might be – certainly people are present in those moments, but they also may not be interacting with other people when they’re in a flow state. The presence that I talk about usually involves human interactions and the pressures that come from human interaction, like the feeling that people are judging us, or the feeling that the stakes are really high in this situation, and that throws us off from being able to hear what the other person is saying. Flow I do think lasts a bit longer. It’s like an extreme form of presence.

[0:08:30.9] MB: I like that distinction, the presence you’re talking about is about situations where we’re interacting with other people where the stakes are high, where we feel like we’re being judged. How do we bring presence to those types of situations and what prevents us from being present in those high-stakes environments?

[0:08:48.6] AC: Well, I think the key is that we feel powerless in these moments. Feeling that you’re being judged and being very focused on the outcome as opposed to the process. Again yeah, feeling that the stakes are very high make it really hard for us to even remember who we are, well enough to be able to access that person and present that person.

The interesting thing is that when we're not present, it reveals itself to others, right? In some ways, not being present which is the same as not bringing your authentic self to the situation, it looks like deception. I get into the lie detection work, which I think is really a fascinating piece that fits in here. When people are lying, so when they're intentionally deceiving, there are these tells, right? There these signs that not everyone, but most people inadvertently send signals that they're not telling the truth. The main one there is not eye contact. Eye contact is actually a very poor signal of lying, because people learn very different things from their parents about whether you should make eye contact when you're being questioned. They learn different things in different cultures. Men and women might differ on that. Introverts and extroverts differ.

What you are looking for are asynchronous between the words the person is saying and the body language the person is using, because when you're lying, you are suppressing one true story and you're telling another different false story. Each of those stories comes with a set of emotions. You're basically not only suppressing the story and you're good at doing that with words, but you're also suppressing the emotions that go with that story and you're trying to fake another story with words and also get the body language right to go with that. It's almost impossible for us to do that.

What happens is that we see these asynchronous between the emotions that go with the words and the emotions that are leaking out through people's body language. When you're nervous and not authentic, the same kinds of things happen. People seem asynchronous. They seem off. Their words don't quite match what they're doing with their bodies, because you have too much to think about and not enough cognitive bandwidth to be telling the story and also matching your nonverbals to it. That's too much choreography.

When you are present, the opposite happens, right? You become aligned and synchronous, your words match your body language, you're not getting in the way of yourself, you're being yourself. That's one thing that comes across to other people.

Another is that you believe your story and people hear that and see that, right? You buy what you're selling. If you think about the show Shark Tank, which is I think a guilty pleasure for many of us. I love a psychologist and body language person. I love analyzing what's happening on that show and trying to predict who's going to do well and who's not going to do well.

What I find is that the people who do the best and this is really clearly backed up by a lot of research, which I'll talk to you about in a minute, but is that the people who do the best are the ones who clearly buy what they're selling. There's no reservation. You can hear their conviction, their belief about what they're selling. That is so important. That's an important cue, right?

If you're not going to eat the cookie that you're selling, why would anyone else eat the cookie that you're selling? When you're present and bringing your authentic best self forward, you believe that self, right? That's what's happening. What the research shows is that that is a really important variable, this this authenticity variable. In studies that I’ve looked at, VC pitches, or job interviews that people who are – how conviction about who they are and belief in their story do much better. Then so I would say the third piece, so you now have synchrony between words and nonverbals, you have believe in your story.

The third and I think this is so important, because people often conflate these two concepts; when you are present, you communicate confidence, not arrogance. Arrogance is often seen as a sign of confidence. It's not. In fact, it's more closely related to what we would call fragile high self-esteem. It's people who report they have self-esteem, but they really don't. It can be punctured really easily. Confidence is a tool that invites people and it's appealing. People find it attractive.

Arrogance is exactly the opposite. It's a weapon. At the very least, it's a wall that you build to prevent people from challenging you, to intimidate them. No one likes arrogance. No one likes arrogance. They may not challenge you, but that's not because they believe you. It's because they want to get rid of you, right? Confidence is what you're going for, not arrogance. When you're present, you're able to be confident and really fully grounded in who you are. For that reason, you don't feel defensive when people challenge you, or push back. You feel like, “Huh, that's an interesting question and I want my idea to be as good as it can be, so let me try to engage with that.”

When you're arrogant, you're not going to be able to receive that pushback in a constructive way. Those three things together are great predictors of outcomes in things like hiring decisions and investments. They're not false signals. If you look down the road six months later after those people are hired, or after someone invests in them, these are the people who actually are doing better. They work harder, they are more creative, they're more likely to inspire people around them, they stay at the job longer.

[0:14:47.3] MB: I love this idea that we might get the words right when we're maybe being not as genuine as possible, or not as authentic as possible and we're not being our best selves, but it's often the nonverbals that creep in and communicate a different story. That's why people may feel something is off about a speech, or presentation, or a performance in a high-stakes moment when on the surface level, things seem fine. Tell me a little bit more about the science behind that and behind all these phenomenons.

[0:15:16.2] AC: Well, let me say a little bit about what's happening. First of all, the studies that I was talking about what's happening, I mean, the way that they're figuring out what is mediating the relationship between the person and the outcome is by having experts code the videos of these interactions on these variables that I listed; the confidence and authenticity and synchronous body language.

It's not that the people who are making the investment decisions know that's why they're doing it. They're not quite aware of why they like this person better. It's not something that they can quite articulate, which I think is really very interesting. What it comes down to is that people who feel powerful and by powerful, I'm not talking about power over other people, but power to do, power to bring that best self forth, belief in yourself, self-efficacy, agency. That's what I'm talking about; nonzero-sum power, which I call personal power.

People who feel personally powerful are able to be present and people who feel powerless are just not able to be to be present. When you look at the research on power, which is – and I'm not just talking about power posing. I'm talking about a much, much bigger, much broader area of research that it includes literally thousands of psychological experiments from the last couple of decades.

What you see is this really fascinating pattern. The pattern is this; when people feel powerful, it affects their feelings, their thoughts, their behaviors and even their physiology. When they feel powerless, it also affects those things, but in the opposite way. Let me describe it this way, when you feel powerful, it activates what we call the behavioral approach system. You feel more optimistic and more happy and more confident. You think more openly, more creatively. You do better on cognitive tasks. You generally see the world as a place that's filled with opportunities, not threats.

You see new people not as potential predators, or competitors. You see them as potential allies and friends. You are much more likely just to take action. When you feel powerless, you don't act. You freeze, or you flee, right? You don't take action when you feel powerless. When you feel powerful, you do. Including power on behalf of others. Think about all of the research on bystander non-intervention. Why do bystanders not intervene when they see a clear emergency?

When you look at some of this research on adults, you find that one of the strongest predictors is that people don't intervene, they don't act because they feel powerless. People who feel powerful are much more likely to step in and help a victim. This is not just a selfish, or a self-serving outcome. The last is that it affects your physiology in exactly the same way. People feel stronger, they feel less stressed, but you also see that their cortisol levels are lower, so that's one of your stress hormones. Their cortisol reactivity is less strong. In other words, when something stressful happens, their cortisol doesn't spike as high as it does for somebody who feels powerless. They live longer. They have a lower rate of stress-related illness.

All of that together, again think of as power allows you to expand and approach the world, right? The world becomes bigger and friendlier to you. Powerlessness does the opposite. When you feel powerful, you can be present. When you feel powerless, it absolutely blocks you from being present.

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[0:21:16.8] MB: Before we get too much deeper, I think it's worthwhile to dig into the difference between what you call personal power or power and what many people might have as a traditional understanding, or colloquial definition of power.

[0:21:32.1] AC: Yeah. It's funny, when I ask people if we’re doing a free association and I say the word ‘power’, what's the next word you think of? The word that comes up most often is corruption.

[0:21:45.3] MB: That's what I thought of.

[0:21:47.0] AC: Yeah. Did you? Right. That's fascinating, right? Because what that says to me is wow, the people have one definition of power. They think of power as political power. They think of it as hierarchical power. Then the cases that are most salient to them are those where you see a powerful person behaving in a way that involves corruption. The truth is that power does not corrupt. Power reveals. Power reveals who you are. Power only corrupts when it's interacting with other forces like certain personalities and all kinds of societal and economic pressures and structures that facilitate corruption.

The first thing is to make peace with the idea of power. It's okay to feel powerful. The second is to realize that power is not just power over others. It's not just controlling others, or controlling resources. It is again, it's about you feeling that you control your own resources, right, your own inner resources. The feeling that you have some control in your life, that you're not being controlled by other forces, that you're making those decisions and that you have this intrinsic feeling of motivation and control. Yeah, that's the power that I'm talking about. That power certainly doesn't corrupt.

Generally, I think it's good for all of us to feel that way and for you to want the people in your organization to feel that way. This is again, not zero-sum, it's not hierarchical. Everyone in your organization, people who work for you can feel powerful and it's taking nothing away from anyone else. It's only contributing to their ability to be present, to be passionate to show up to do their best.

[0:23:29.6] MB: Tell me more about the approach system and this idea that we expand into the world when we feel powerful.

[0:23:36.8] AC: I really think of it in this – I imagine this person stepping forward and opening their arms. Well, this sounds totally corny and I never thought of it this way, but the scene from Titanic where Leonardo DiCaprio and they were there standing at the front with their arms open. I mean, that's a moment of feeling really powerful, like very confident and connected and having a sense of agency and freedom, right?

Think of it as a power liberates you to be who you are. It frees you. That's really what the approach system is about. It’s about not going into you're terrified, fight, flee, or faint mode. It's the opposite of that. What happens in these stressful situations, say let's just use job interview, which is a stressful situation that almost everyone will encounter at some time in their lives.

Job interviews feel – they basically activate that fight, flee or faint system. The thing is that's adaptive. If you are actually being chased by a tiger, right? That's what you should do. You should run. When you're in an interaction like a job interview, that system doesn't help you at all, right? It's a flaw in the way that we're wired. What you got to figure out is how do you get in there and turn off that response? Instead, respond as someone who is – has composure, has confidence, has this feeling of power, knows that no matter what happens in this situation, they're not going to die, right? They're not going to die if they don't get the job.

[0:25:11.6] MB: I want to look at the flip side of this and start to understand why don’t people have power, why do people lose power, why do people feel powerless?

[0:25:22.0] AC: One thing is that when we begin to feel powerless, we consent to that feeling. We don't notice it as something that we should resist. We do just allow ourselves to fall into it. One of the things that I would love to do in the world is to get people to understand that people's psychological well-being, their subjective well-being is not just about happiness and lack of stress, because that's how people generally think of it.

When they think about like how well do you feel, they think well, “I'm happy and I'm not very stressed.” Those two things are important. I think there's now quite a bit of research on the importance of feeling a sense of purpose, so there's discussion about that. What I don't often hear people talk about and what ends up being a really important predictor of thriving is that people also feel that sense of agency. They feel they can get things done.

Think about if you were trying to improve, increase the well-being of a struggling society and you wanted to measure the long-term outcomes of that. You wouldn't just want to make them feel happy and less stressed, you'd also want to make them feel powerful, right? You want them to feel that they can change their situation, they can get things done. Not just continue to live as they are, right?

Power is such an important piece of your general well-being. As you start to feel less powerful and again, personally powerful, note that. Start to pay attention to the moments when you collapse. When do you start to slouch? When do you start to lower your eyes and maybe wrap yourself with your torso with your arms? Think about what people do when their team is losing, or when they are on the losing team in sports.

Sports has so much to teach us about these things. I'm a huge baseball fan, so I just finished watching the World Series and my team won. Go Red Sox, but it was very fun to watch what was happening in the stands, because you see as your team is struggling, everyone all of a sudden they have their hands on their faces. They're covering their eyes. They're touching their necks. They're doing all kinds of contractive body language. That's a sign of feeling powerless. 

It's what animals do when they don't have power. They're hiding themselves. They're making themselves invisible. They're making themselves small. That's a sign of feeling powerless, so when you notice that you're starting to do that, two things; try to figure out what was the stimulus that led you to react that way. What caused you to react that way? Because that gets you to know yourself and what are the cues that you should you get in touch with to understand when you're losing that sense of power, but also don't allow yourself to collapse. That's exactly when you actually need to physically expand.

Say you're giving a talk and you start to realize that you're doing nervous things like touching your arm with your opposite hand, or touching your face, or maybe you're speaking very quickly, which is another way of contracting. Instead of doing those things, slow down, open up your shoulders, take some deep expansive breaths and all of that will reset you. It triggers a relaxation response. It allows you to collect yourself, collect your thoughts. It certainly does not signal powerlessness to an audience, because pausing and slowing down does exactly the opposite. It signals power. All of those things are ways in which you can resist collapsing into that feeling of powerlessness.

[0:29:04.3] MB: From a larger perspective outside of just moments of powerlessness, what causes people to be or feel powerless in their lives?

[0:29:14.2] AC: Well, lots of things. I don't want to dismiss all of the structural and institutional and real things that make us feel powerless, like systemic prejudices and for all kinds of unfair inequalities. Illness, right? Losing a job. In fact, chronic unemployment is the strongest predictor of unhappiness and powerlessness, especially for men. That's a very strong predictor of long-term power, feelings of powerlessness and depression.

There are a lot of things that can do it, and I'm not saying that it's easy to make yourself feel powerful, but you have to try. You have to at least resist that urge to contract and hide and go into the fetal position.

[0:30:00.8] MB: I think my perspective on it at least and I'm curious what your perspective is, the most effective strategy if you're in a tough situation like that is to try and create agency for yourself, try and create action, try and create results and having the mindset of or being in a place of powerlessness is often the most counterproductive thing you can do in those types of scenarios.

[0:30:20.6] AC: Yeah, exactly. I mean, it's because you're also ceding control of your own outcome and your own thoughts. You end up leaving those situations with a sense of regret, as opposed to a sense of satisfaction. One of the interesting things about these stressful situations where people feel present or not present, or powerful or not powerful is that when people feel powerless, they don't feel they've been seen. They leave something like a job interview feeling like, “Ah, I wish I had shown them who I am.”

They leave with a sense of regret and they can't get themselves out of the cycle of wanting to do over, but you don't get a do-over. You just have to move on and not pick up another piece of baggage that you carry in with you to the next situation that looks the same way. People often, that sense of regret is all about what happened in that moment. It's not actually about the outcome. When people feel present and powerful in something like a job interview, when they leave they feel satisfied and they feel much more accepting of the outcome, even if it's not the one they desired. They feel that what happened was fair, that they were seen, they were heard and if they weren't chosen, that's okay. Maybe there was somebody who is a better fit. It doesn't reflect so strongly on them in a negative way.

I think that for me, I very much do focus on these feelings of expansiveness versus contractiveness and what you can do to prepare yourself before you go in, because one thing that people are not great at doing when they feel bad about themselves is telling themselves that they're powerful. When you feel anxious and powerless and then you tell yourself, “Oh, no. I'm actually powerful,” now you just feel you're lying to yourself. It can make it even more salient, so you can get a rebound effect, a heightened sense of powerlessness.

We're not very good at talking ourselves down off the ledge, but we are good at walking ourselves down off the ledge at changing the way we carry ourselves, the way we breathe, the way we move, our speech, our posture, all of those things. Again, not just about standing like a superhero. There's so much more research out there from many different fields that show the same pattern. When we expand, we feel powerful and we can control our expansiveness.

If you start from the head down to the feet, it's a ways to expand. I've already mentioned this, but speak more slowly. Studies done at Stanford GSB, researchers like Deb Grunfeld have found that when you get people to slow down their speech, they feel more powerful and others perceive them as more powerful. Slow your speech. Breathing, right? Do you breathe shallowly, or do you breathe deeply? When you breathe deeply and expansively and really fill your lungs, you are triggering what's called the relaxation response. That is a complex circuitry in your mind that's telling your body that you are not in a threatening situation. You are in a safe situation. You don't go into fight, flee or faint mode. You feel comfortable.

There you've got just two things that you can do starting at the head. Certainly, even simple posture like sitting up straight is a way of expanding. Your shoulders should be back and down and your chest should be open. You should basically do what you would do when your grandmother might have told you to sit up straight. Studies show that people who are clinically depressed, if you get them to sit up straight for just two to three minutes which goes against the typical posture of someone who's depressed, they feel significantly happier. The same then applies to people who are not depressed as social psychologists have shown.

Then you have complex posture, which is what I've been studying is the various ways in which we expand in more complex ways, not just sitting up straight, so having your limbs away from your torso, having your feet apart. When you do that before you go into a stressful situation, you feel more powerful. You don't do it while you're in the stressful situation, because it comes across as really rude, right? You're not going to man spread when you're sitting in a job interview, you're not going to stand like a superhero or in the victory pose when you're in a job interview, but you can do it in advance.

Even movement. Studies by a guy named Nico Troya whose Queens University outside of Toronto, shows that even walking changes the way we feel. When we feel happy for example, we walk in a more expansive bouncy way. When we feel sad, we get really contractive. When he has people walk in this way that mirrors happiness and they don't know that that's what they're doing. They just know they're walking in a way that matches what they're looking at on a screen, they end up feeling happier and more powerful than people who walked in this contractive way.

All of those things override the doubts that happen when you're trying to change your mind with your mind. Instead, use your body to change your mind. Carry yourself in an expansive way with a sense of pride, with a sense of purpose, right? When you carry yourself that way, that's the world that manifests in front of you.

[0:35:33.7] MB: That's exactly what I wanted to get into next. Tell me more about the notion of the mind; mind connection versus the mind body connection.

[0:35:42.4] AC: The body and mind connection encompasses so much different work. So much of that is important, right? Cognitive behavioral therapy for, example. I mean, certainly in many cases for many people, that's a hugely important part of reducing stress, or improving your mental health. I don't mean to be dismissive of it. Again, if we're talking about performance in stressful situations, we're just not very good at talking ourselves out of feeling bad, especially when we're anxious.

The body overrides that. The body skips that step. If the body is acting as if it's not threatened, the mind begins to fall in line what the body is doing. We're animals. This is a very basic primitive reaction. I mean, the same is true – there's a woman who is a horse trainer who I talk to quite often, who's developed this technique, she works with very submissive shy horses. Her job is to bring them out of their shells. What she finds is that firstly, horses can't talk themselves out of it, right? They're just not able to. The horse trainer can't talk them out of it.

She changes their body language through these different kinds of games and interactions, so that eventually she gets them to behave in a way that emulates the airs and graces of powerful horses. When they do that for a period of time, it’s like it snaps them out of it and they come out of their shell and they become much more willing to interact with other horses. Their health improves, they're more likely to be able to go to competition and do well in competition. It just goes on and on. The same is true for humans. I think in these moments of anxiety, remember that you're an animal. Use some of these very primitive approaches to snap yourself out of it.

[0:37:32.9] MB: What a great example. It crystallizes things, because as you said, you can't convince a horse to come out of that behavior pattern. Yet, just with an intervention at the mind/body level, you can create behavior change.

[0:37:46.8] AC: Right. When you think about – Just another example, because people often ask me this when it comes to – athletes often ask me this. Well, what about visualization? Think about an alpine skier visualizing the course before the gates open. Does that mean that that doesn't work? I would say no, it doesn't mean that. An alpine skiers, let's talk about Lindsey Vonn and you often do you see her before – I do. I love watching ski racing. You see her before she races with her eyes closed and she's – you see her gently going through the motions of going down that course.

There is a physical piece. She's also visualizing the course and she's visualizing how she wants to do as she skis down through that course. Does that work for her? Hell yeah. It's definitely working for her. Lindsey Vonn is not necessarily feeling incredibly stressed and self-doubting before every race. The point is that we're really not good at that when we are feeling self-doubting and anxious already off of that.

[0:38:50.8] MB: Another piece of this that I want to dig into is imposter syndrome. How does that play into all of us?

[0:38:56.5] AC: Imposter syndrome is not just about feeling powerless. It's about feeling powerless, it's about feeling that you somehow accidentally got the job, or the award, or whatever it is and that you're going to be found out at any moment. It also involves what we call pluralistic ignorance, which is we think that everyone else who has that job or goes to that fancy school is feeling great and confident and deserving. They're not. Impostor syndrome is so pervasive when you take places, like at Harvard Business School for example, 75% to 85% of students report feeling imposter syndrome, right?

Other people are not walking around feeling like, “Oh, I totally deserve to be here.” They're feeling the same kinds of doubt. I think the first thing is to realize that you're not alone. Everyone is feeling imposter syndrome at some point in their lives. If you are in a situation with people who've really excelled and in a competitive situation, chances are a lot of people are feeling that way. They're feeling that if they really put themselves out there, someone's going to realize that they were an admissions mistake and come and tap them on the shoulder and say, “Sorry, but we made a mistake and you have to leave,” right?

Impostor syndrome definitely is coming from a seer, a feeling of powerlessness, but it becomes even more complex in how we think about it. Now when – and it's very context specific. People could feel like an impostor say at Harvard Business School when they're being a student and go home and feel totally fine and not feel like an impostor with their spouse, right? It's not that you're walking around feeling powerless all the time. You're feeling powerless and as if you're an impostor in this one particular context.

When impostor syndrome was first studied in this 1970s by a woman named Pauline Clance, she originally thought that it was much, much more common among women than men. Then she learned pretty quickly that it wasn't. It was just that women were more comfortable telling her that they were feeling that way. Women are more comfortable talking about it. This is one of the ways in which gender stereotypes I think really hurts men. Men feel that they're not allowed to talk about those things, to share those kinds of fears and weaknesses and vulnerabilities. As a result, the research and the therapy around impostor syndrome was first focused just on women.

She realized that as soon as she was doing rather than interviews anonymous surveys, men were reporting impostor syndrome at exactly the same level as women. Men are feeling like impostors. I think the burden on men – so this whole idea that it's a woman's problem is not only bad for women. I think it's bad for women, because it's like another thing to heap on top of the pile of all of these things that women are afraid of. It's also a burden on men, because men believe that men generally don't feel like impostors and you do feel like an impostor, that's really going to make it even harder on you. Let me just rest assured to all the men in the audience, most of the men that you know, 85% of them probably have felt like imposters.

[0:42:05.0] MB: It's funny, I out of college for number years I worked at Goldman Sachs and in my analyst training for the first six weeks on the job is crushing impostor syndrome the entire time. I know exactly what it feels like.

[0:42:17.3] AC: Yeah, yeah. Probably almost everyone in your group felt the same way.

[0:42:21.5] MB: What can we do to overcome, or deal with impostor syndrome, other than the awareness that it's so prevalent?

[0:42:28.8] AC: Well again, notice when you feel it. What are the things that make you feel it often? It's funny and counterintuitive, but things that make people feel like imposters are the things that make you look the exact opposite of an impostor to outsiders. Winning an award for example, being recognized publicly for something that you did well, that makes impostor syndrome momentarily or for a brief period of time worse for a lot of people.

Realize that the reason you're feeling that way when those things happen is just because you're feeling very – because it's public, you feel exposed and you feel more afraid that you're going to be found out. Knowing what are the things that stoke that feeling for you is important and knowing that as you learn the ropes, you're going to get over that. One of the people that I talk to in the book is the wildly successful sci-fi writer Neil Gaiman, who's written two dozen international bestselling books. I'm sure, many people in the audience will know who he is. He's also just a delightful genuine, open person who admits to feeling an imposter syndrome.

He was talking to me about a time when he was writing this book called American Gods, which was going to be his big, big novel and he was talking to a friend of his, a writer, mentor of his. He said something like, “I think I've gotten over the imposter syndrome. I think I finally figured out how to write a novel.” His friend says, “You never figure out how to write a novel. You just figure out how to write the novel that you're on, right? The one that you're doing now.”

The idea is that it's this game of whack-a-mole. It's going to keep on popping up again, but don't panic about it. Go, “Okay, I noticed that feeling. I'm going to let go of it now and not perseverate or ruminate about it.” Eventually it just goes away. You might feel it again when you go into a new context. Maybe that's a good thing. It means you're challenging yourself or you're doing things that they're making you push yourself.

[0:44:34.8] MB: For listeners who want to concretely implement some of the tactics, themes, ideas that we've talked about today, what would be one piece of homework that you would give them to really concretely use these ideas in their lives?

[0:44:49.5] AC: Let's just talk about the expansive – the body-mind piece. I would say first of all, before you go into a stressful situation, prepare by using expansive postures; the warrior pose in yoga, stretch out, make yourself as big as you feel comfortable doing, but in private, right? Not in front of other people. You want to do it in private, because you don't want to feel – you don't offend people, but you also don't want to feel that you’re being judged. Do that before you walk in.

When you walk in, use posture that have a good posture. Carry yourself with a sense of pride, but not in a way that's domineering. You're not challenging somebody to a duel, you're trying to have an interaction where you connect with them, where they see you as confident, but they also see you as likable and trustworthy and engaged and as somebody who wants to be there, who doesn't feel that he or she is the most important person in the room, but is someone who's there to connect.

Huge, big poses before, reasonable good posture during and use also open gestures. Gestures, palms up for example, that show that you are comfortable being there. Mind your posture throughout the day. If you're sitting over your computer a lot, or over your phone which we find is hugely problematic and causes what we call text neck, or eye posture, people really begin to hunch and that does affect the way they behave and it activates the inhibition system.

If you're staying a lot of time on your phone, try to change how you're holding your phone. I'm not going to tell you to put your phone down, because I know how hard that is to do. What we see is that people who sit back and have their – hold their phones up over them as opposed to hunching over them, they don't seem to activate the inhibition system in the way that the people who are slouching do.

Mind your posture. Realize what your – notice the times when you start to slouch and make yourself small and see what you can do to correct that. The other is pay attention to other people's posture, right? When you're in an interaction, remember that presence begets presence. When you're present, you are inviting others to be present. When you're present, you're saying I am authentic. I am here. You can trust me. They respond in kind.

What you want to do is pay attention to times when they're using body language that looks powerless. If their body language changes and suddenly they close off, try to figure out what happened. How can you get things on track again?

[0:47:23.0] MB: For listeners who want to find you, the book, all of your work online, what is the best place for them to do that?

[0:47:29.4] AC: I would say I'm very active on Twitter and I'm AmyJCCuddy, so two Cs, because I have two middle initials. Do you look for me there. You can look for me at amycuddy.com, or amycuddyblog.com, but I think the book is really a useful and practical and very strongly evidence-based guide to understanding what's happening to your body and mind in these stressful situations, how you can overcome it. Please do look for the book Presence: Bringing Your Boldest Self to Your Biggest Challenges.

Obviously, you can buy it online. I always encourage people to buy from their local, their indie bookstore, because I certainly love those places and would like to see them succeed, but it's widely available and it's now in 34 different languages. It's available all over the world. For many of you, even if you're not native English speakers, I hope that it will be available in your native language.

[0:48:21.1] MB: Well Amy, thank you so much for coming on the show, for sharing all this wisdom, all these practical strategies. It was a great conversation.

[0:48:28.2] AC: Thanks so much.

[0:48:29.6] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Thanks again, and we'll see you on the next episode of the Science of Success.


February 25, 2021 /Lace Gilger
Influence & Communication, Weapons of Influence
Robert-Cialdini-02.png

FTA - The Godfather of Influence, Dr. Robert Cialdini

January 14, 2021 by Lace Gilger in Best Of, Influence & Communication

In this episode we discuss an old trick palm readers use that you can leverage to get people to do what you want, why persuasion does not lie just in the message itself, but rather in how the message is presented, what the research reveals about why the context matters as much, if not more, than the content itself, why you shouldn’t ask people for their opinion but instead ask someone for their advice, how small differences that seem trivial make a HUGE impact on human behavior, and much more with Dr. Robert Cialdini.

Dr. Robert Cialdini is the president and CEO of INFLUENCE AT WORK. He is the multi best selling author of Influence: The Psychology of Persuasion, Pre-Suasion: A Revolutionary Way To Influence and Persuade, and his most recent book Influence, New and Expanded: The Psychology of Persuasion​, available this May. He is also currently a Regents Professor Eremites of Psychology and Marketing at the Arizona State University. Commonly referred to as “The Godfather Of Influence” Robert’s work has been featured around the world with clients such as Twitter, Microsoft, London Business Forum, SXSW, and more.

We discuss:

  • How very small differences can have very big effect on human behavior.

  • How researchers boosted their response rate from 29% to 77.3% with one simple question

  • How can a photo change your ability to solve problems more effectively?

  • How to create a state of mind in your recipient that makes them more open to your request!

  • This one trick palm readers use that you can leverage to get people to do what you want

  • The Power of persuasion does not lie just in the message itself, but rather in how the message is presented

  • How did a small change in communication greatly affect the United Kingdom's tax collection.

  • Context matters as much as or more than content

  • How can you ethically leverage the concepts of pre-suasion?

  • One thing you can do to hack job interviews using this simple tactic

  • Why you shouldn’t ask people for their opinion but instead ask someone for their advice

  • Ask yourself “What is it about my message that will make it most wise for people to say yes to it”

  • Is it possible to use pre-suasion on ourselves?

  • How changing a simple image can greatly improve your ability to solve problems.

  • "Tell me what you’re paying attention to, and I'll tell you who you are"

  • And much more!

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Thank you so much for listening!

Please SUBSCRIBE and LEAVE US A REVIEW on iTunes! (Click here for instructions on how to do that).

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Robert’s Website and Wiki Page

  • Influence at Work website

  • Robert’s LinkedIn, Twitter, and Facebook

Books

  • Influence, New and Expanded: The Psychology of Persuasion by Robert B. Cialdini (Pre-Order May 4, 2021)

  • Robert B. Cialdini’s Amazon Author Page

Misc

  • [Website] Influence at Work

  • [Book] Influence: The Psychology of Persuasion by Robert B. Cialdini

  • [Book] Pre-Suasion: A Revolutionary Way to Influence and Persuade by Robert Cialdini Ph.D.

  • [SOS “Weapons of Influence Series”] Series Playlist

  • [SOS “Weapons of Influence Series”] Why An Almost-Empty Cookie Jar Is More Valuable Than A Full One

  • [SOS “Weapons of Influence Series”] Why Co-Pilots May Ignore Instinct and Let A Plane Crash

  • [SOS “Weapons of Influence Series”] Why Ugly Criminals Are 2X As Likely To Go To Prison

  • [SOS “Weapons of Influence Series”] Why You Should Always Ask the Guy in the Blue Jacket for Help

  • [SOS “Weapons of Influence Series”] The Power and Danger of a Seemingly Innocuous Commitment

  • [SOS “Weapons of Influence Series”] How To Triple the Rate of Your Success With One Simple Question

Episode Transcript

ANNOUNCER: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet, bringing the world's top experts right to you. Introducing your hosts; Matt Bodnar and Austin Fabel.

[00:00:21] AF: Hello everyone and welcome to another episode of The Science of Success, the number one evidence-based growth podcast on the internet with over 5 million downloads and listeners like you in over 100 countries. I'm your co-host, Austin Fable, and today we have an absolutely incredible interview from the archives for bringing it back, the godfather of influence himself, Dr. Robert Cialdini. This was a truly major turning point in the show. Matt and I had both been and still continue to be huge fans of Dr. Cialdini and his work. His book Influence was actually the first real personal development/nonfiction book I'd ever read. It was the catalyst for me getting interested in this world and a lot of the things we discuss in this podcast. His interview was incredibly relevant. His story is impactful and we had a great time speaking with him.

But before we dig in, you knew it was coming, are you enjoying the show and the content that we work very hard to put out every week for you? If so, there are two incredibly easy, yet very impactful things you can do for Matt and I. First, leave us a quick five-star review in your podcast listening platform of choice. It's going to help other people find the show just like you. You're going to be doing your part to help impact lives. And we thank you. Next, go to our homepage at www.successpodcast.com and sign up for our email list today. As I'm sure you know by now, our subscribers are the first to know about all the comings and goings of the show, but you also gain access to exclusive content you won't find anywhere else.

Now, are you on the go? That's fine. Sign up for the email list just by texting the word SMARTER, that's S-M-A-R-T-E-R to the number 44222 and you'll be signed up immediately today. Now, if you haven't already, check out last week's episode with Gay Hendricks and Carol Klein. We dig into how you can create more conscious luck in your life. Find yourself in the right place at the right time more often. And some of the real life stories behind finding and creating your own luck.

Now in this episode we interview our incredible guest, Dr. Robert Cialdini. Dr. Cialdini is the president and CEO of Influence at Work. He is the multi-best-selling author of Influence: The Psychology of Persuasion and his latest book, Pre-suasion: A Revolutionary Way to Influence and Persuade. He is currently a Regents; Professor Emeritus of Psychology and Marketing at Arizona State University, commonly referred to as the Godfather of Influence, as I mentioned earlier. Robert's work has been featured around the world with clients such as Twitter, Microsoft, London Business Forum, South by Southwest and more. This is a truly incredible interview. Like I said, a turning point for the show. No question about it. Without further ado, here's the interview with Dr. Robert Cialdini, the godfather of influence himself.

[00:03:01] JM: Bob, welcome to the science of success.

[00:03:03] RC: Thank you, Matt. I’m pleased to be with you and your listeners.

[00:03:08] MB: We’re incredibly excited to have you on here today. I’m sure, many long time listeners will be familiar with you and a lot of your work. I want to focus on your new book, Pre-Suasion. We’ve talked — We’ve done a whole series on the show about the principles of influence and how vital those are. Tell me a little about how did you go from the six principles of influence to the concept of pre-suasion?

[00:03:33] RC: It took me a long time. It was 30 years between the writing of the book Influence and Pre-Suasion, and the truth is I never had an idea big enough to compete with the impact that influence had had. I didn't want to plan to push next to this tree that influence had become. I wanted to wait until I had another seed for a tree, and that didn't arrive until the idea for persuasion.

Opposed to Influence, which covers what best to build into a message to get agreement, pre-suasion describes the process of gaining agreement with a message before it's been sent, and although that may seem like some form of magic, it’s not. It's established science.

[00:04:23] MB: Tell me a little bit more about that idea. How can we get someone to buy into an idea before we’ve even presented it to them?

[00:04:31] RC: There is a key moment that allows a communicator to create a state of mind in recipients that is consistent with the forthcoming message. It's the moment in which we can arrange for others to be attuned to our message before they encounter it. That's a crucial step for maximizing desired change.

For example, in one study, when researchers approached individuals and asked for help with the marketing survey, only 29% agreed to participate. If the researchers approached the second sample and preceded that request with a simple pre-suasive question, “Do you consider yourself a helpful person?” Now, 77.3% volunteered. Why? Because when they were asked before the request if they were helpful, nearly everyone said yes. Then when the request occurred, most agreed to participate in order to be consistent with the recently activated idea of themselves as helpful people.

[00:05:41] MB: That’s fascinating, finding — Basically, more than doubles the effectiveness by simply asking a question which leverages the commitment consistency tendency.

[00:05:51] RC: Right, and there's a further study that shows that it's not simply getting people to make a commitment publicly. It's getting them to reflect on a particular trait that they might have. In another study, people were asked to try a new soft drink. Somebody walked up to them on the street, handed them a flyer that asked them to try a new soft drink. To do so, they had to give this stranger their email address. Under those circumstances, only 30% were interested in doing that. If at the top of the flyer there was a question, “Do you consider yourself an adventurous person?” Now, 55% gave their email address to a stranger so that they could access something new. What these researchers did was put people in touch with their adventurous side simply by asking the question, and then people behaved in a way that was congruent with that adventurous side.

[00:07:05] MB: I believe you’ve talked about in the past how you used to be a palm reader, and this is similar to the lesson that fortunetellers and palm readers used to get people to sort of agree with what they're about to say.

[00:07:18] RC: Exactly. I learned how to be an amateur palm reader, and I tried using the system in various ways to see how accurate it really was and I found that it wasn't any good at all at describing who people were, what their fortunes were. It was very accurate at getting people to reflect on a particular aspect of themselves, that I could claim I saw in their palm.

For example, supposed I was reading your palm and I bent back your thumb and I said, “Matt, I can tell from the resistance here that you are very stubborn person. If somebody tries to push you in the direction that you don't want to go you're going to push back.” You might do more than just refuse, you might do the opposite out of resistance and reactants.

What that will do is send you down a memory shoot of the times when you were, indeed, stubborn and resistant and you will say to me — You’ll hit some instances and you’ll say to me, “Yeah, that's right.” That's who I am.”

Now if instead I bent back your thumb, very same thumb, and said, “You know, Matt, I can see that you're actually a flexible individual. You're willing to change your mind if you encounter information to suggest that you've been wrong in the past.” That will send you down another different memory shoot where you will encounter times when you were flexible and you will look up to me from that palm that I'm reading and you'll say, “That's right. That's who I am.”

I can get you to focus on a particular trait or capacity that you have, and as result, make you more likely to think of yourself as that kind of individual. There's an old saying that; tell me what you're paying attention to and I'll tell you who you are. If you're always watching sports on ESPN, I can tell that you’re a fan. If you're always reading gourmet magazines, I can tell that you’re a foodie by what you're paying attention to.

Well, with the new behavioral science tells us is that getting you to pay attention to something doesn't just reveal who you are, it makes you who you are in that moment. I can make you a flexible individual. I can make you a stubborn individual by what I focus you on first.

[00:10:24] MB: It's fascinating, and even when you're saying those examples, as you’ve said it, I sort of felt myself almost in a reaction just starting to think about all the time that I've been stubborn. Then when you switched to flexible, I started thinking about, “Oh, yeah. All these times I’ve been flexible,” and then I caught myself and I was like, “Hold on, I'm getting primed to think about these things.”

[00:10:44] RC: Right, and that's the trick that palm readers use, but it's now something that is available to communicators to move us in various directions. We have to be very careful. When we encounter a message, not simply to look inside the message for evidence of the persuasive strategies of the communicator, we have to ask ourselves what happened just before I received that message.

I’ll give you an example, there was a study done of an online furniture store that specialized in sofas. For half of their visitors to their website they sent them to a landing page that had as its background wallpaper fluffy soft clouds. For the other half of the visitors, they went to a landing page that had small coins, pennies, as the landing page depiction, background depiction. Those people who saw the clouds then rated comfort as more important in buying a sofa than before. They then searched the site for comfort related information and they preferred to purchase more comfortable sofas.

Those were sent to the background landing page of small coins, pennies, rated cost as more important in their decision of buying a sofa. Search the site for price information and preferred to purchase inexpensive sofas, and when they were asked afterward, “Did those clouds or coins make any difference in your choices?” They laughed. They said, “Of course not. I’m a freestanding entity. I decide based on my personal preferences of who I am and what I want.” They didn’t recognize that the clouds and the coins changed who they were and what they wanted in that moment.

[00:13:09] MB: I think you’ve raised two really, really important point, and I wanted to dig into each of these. One sis this idea that the importance, the notion that the persuasion doesn't necessarily lie just within the message, but rather the context of the message is presented in the things that happened before the message. Then the second thing you just brought up, which I think is vital and really underscores how important, how powerful, and sometimes how insidious this can be, is the idea that people consciously have no awareness of the fact that they're being primed to think these certain ways and make certain decisions based on what they would consider consciously to be completely irrelevant factors.

[00:13:50] RC: Exactly. I’ll give you another example. A study was done in France where they went to a shopping mall and had a very attractive young man walk up to young women who were strolling along through the halls of the shopping mall. He stopped them, gave them a compliment and asked them for their phone number so he could call them for a date later.

Under most circumstances, his success was dismal, where they were passing various kinds of stories. Only about 13% of the time did he get a phone number, even though he was selected to be very attractive movie star looks kind a guy, but if they were passing one particular kind of shop, his success doubled. It was a flower shop, because flowers are associated with romance and not one of these young men when asked afterwards recognized what had happened to them.

[00:14:54] MB: That reminds me of another example, which I think tell me if this is the same sort of psychological tendency, but I think it was when people were purchasing wine in a wine store, if they put on German music, it was like 70% of the purchases would be German wine. If they put on French music, 70% of the purchases would be French wine, and yet when they asked consumers if the music have any impact on the wine purchase, everyone said that it had no impact on then.

[00:15:19] RC: Exactly. Right. This is a dangerous stick of dynamite that we have now in the idea of pre-suasion. That's why we have to be so ethical about the use of this. We have dynamite. We can people in our direction and they won't even recognize it. We have to be very careful that we take the ethics and their interests into account as communicators. On the recipient side, we also have to be very careful that as recipients of this information we don't dismiss the context in which the information was presented.

[00:16:06] MB: That gets back to the first point I talked about, which I want to dig into a little bit more, the idea that the message itself is not were all the persuasion takes place, and it can take place around the message or before the message. Tell me more about that phenomenon, that notion.

[00:16:21] RC: Yeah. Remember the idea from back in the 70s, the medium is the message? This notion that the channel in which you send the message can be a message itself. If you meet somebody face-to-face, versus you call them on the phone or you send them an email, that's a message itself that you've taken the time to meet with them face-to-face rather than send them an email. The message is partially the medium.

What we've learned since then is that not only is the medium the message, the messenger is the message. Sometimes, simply establishing one's credibility as a communicator, as an honest and informed a broker of information can be enough to be the message. It's often the case that people say yes to something simply because of the credentials of the communicator. There was a sort of alarming study that was done that measured brain activity when people were given communications about a particular economic decision that they could make.

When it was just sent to them by an unknown communicator, those sectors of their brain associated with cognitive analysis lit up just as you would expect. When they were told that the communicator was a distinguished professor of economics at the University of Chicago, their analysis sectors of their brain shut down, they flat-lined. Instead, another's sector of the brain lit up which had to do with attribution of responsibility for messages. Who is this person essentially?

The messenger was the message, the context. Before there was even a message sold the audience. There is another way in which we can think of it. The multitude is the message. Not only is the medium the message, or the messenger the message, the multitude is the message. If a lot of other people are doing something, that's an indication that it's the right thing to do before you have even encountered the message.

For, example in the United Kingdom, they have a problem with people who pay their taxes late and they send them message, the tax office, that says, “If you don't pay in a certain time, here will be the consequences,” and they get about 68% of the people responding by paying their taxes after getting that message.

If instead they say the great majority of UK citizens do pay their taxes on time, now this goes to 73%. If instead they go even further and say, “The great majority of taxpayers in your community pay their taxes on time,” it goes to 79%. Learning what most others are doing is a message itself. All context to the content of the message that is yet to come.

[00:20:21] MB: The word context, that’s a great way to kind of succinctly capture this notion, which is the idea of the context matters as much, or maybe more than content in many cases.

[00:20:32] RC: Often, more than content.

[00:20:35] MB: How can we leverage some of these principles? Let’s think about for those who are operating kind of ethically in a sound way, how can they leverage these principles to influence people in the way that they want to?

[00:20:50] RC: Let's take the workplace as an example. Suppose you're applying for a job and there is a meeting that you have with an evaluator. Sometimes it's a team of evaluators, sometimes just a single person, and you go in and what we've always been taught to say is, “I'm very happy to be here. I want to answer all of your questions that you would have for me. Here’s I'm going to suggest we do.” We also say, “But I’m curious. I have a question for you. Why did you invite me here today? What was it about my resume that was attractive to you?” Here's what they will do, they will begin by focusing on your strengths. The context for the interview will be your strengths. That will be the starting point for the interview. They will search your resume. They'll say, “Well, it's because your credentials are what we want, or it's because your values that you indicated fit with our value statement.” That will be the launching point now. You’ll also be informed about what it is that they think is most important. You’ll be able to build on that.

I have an acquaintance who claims he's gotten three straight better jobs in a row using this tactic. Okay. Now let's say you got that job and you've got a new initiative that you want to develop, but you know you need they buy-in of a colleague of yours to send this idea forward. You approach that person, maybe give that individual a draft or a blueprint of your idea and ask for that person's advice. That's a mistake, not to include this individual, and you ask for that person's opinion. I'm sorry. I meant to say a a pin. You ask for that person's opinion. It's a mistake to ask for that person's opinion because when someone is asked for an opinion, that person takes a half step back from you and goes inside intra-specs and separates. Instead, if you change one word pre-suasively and ask for that person's advice rather than opinion, that individual takes a half step toward you psychologically, sees him or herself as a partner in this process.

The research shows that person will now become more supportive of your idea than if you ask for an opinion. There's a saying; when you ask for someone's advice, you're usually looking for an accomplice. Here’s what the behavioral science says. If you get that advice, you usually get that accomplice, and that's what you want when you want something forward in an organization.

Okay, and then one last thing. Now let's say you've got a meeting to present your idea and it's got a particular budget and you have figured out the budget so that it will be $75,123 to accomplish your idea, to get it launched, and what you typically do is to reduce that to 75,000. You round it off to $75,000. That's a mistake, because if you say — Research shows, if you say 75,123, people assume that you have done your homework. You have figured this out. You are knowledgeable about the pros and cons of the budget. You've got it down to the dollar. Even though it will be more money by $123, then $75,000 figure, people will be more likely to accept that budget under those circumstances.

I saw another study recently, remarkable. Back the UK, again, with the tax office. They got this idea, “Hey, let's tell people that the majority of taxpayers pay on time.” They sent one message that said nine out of 10 of the people in your community to pay their taxes on time. For another group, they sent a message that said 88% pay their taxes on time. The 88% message got twice as much tax payments because it was a precise number, rather than a rounded one that seemed like it was pulled out of the air. That's one thing you can do before you even begin, begin with a budget. Put it at the top of your proposal that has a precise number rather than a rounded one.

[00:26:34] MB: It's fascinating and I think it can't be overlooked that the small differences that seem so trivial to someone who’s not consciously applying the principles of influence, the principles of pre-suasion, they seem so irrelevant and yet they make a tremendous impact on human behavior.

[00:26:53] RC: You're precisely right about that, man. I'll tell you something how I decided to write this book, pre-suasion. I had been seeing studies in the research literature suggesting something like this, but I haven't really put it together till one day there was a knock at my door. I answered it to find the man who was asking me to contribute to a cause. After school programs for children in my district whose parents were working, who would have to get child care for them and so on. We would have education opportunities for them after school.

He didn't show me any credentials to indicate that he was from the school district and I hadn't heard that the school district was initiating such a program, and yet I gave him more money than I would've given to someone from the United Way or the Cancer Society that I normally give. After I closed the door, I remember thinking to myself what just happened here? I realized it wasn't the content of what he said. It was the context. He did something first that made me want to give money to this cause. He brought his seven-year-old daughter with him and was focused on children, and children's issues, and children's needs, and children's challenges. He put me in touch with that side of myself that became top of mind now and made me who I was in that moment, and I thought to myself, “Oh, there's a book here.”

[00:28:49] MB: That’s fascinating, and I think those are some great examples of how just by being a little bit conscious of it by thinking ahead and saying, “How can I set up my environment, or the presentation of the context for this particular piece of information to make it more effective?” There are so many lessons and strategies that can come out of that.

[00:29:10] RC: Yeah. I think the way to do it in an ethical fashion is to say to yourself as a communicator,” What is it about my message? What dimension of my message? What feature of it? What aspect of it will make it most wise for people to say yes?” That's what I should put. That concept is what I should put at top of mind in my audience before I send them the message. Something that will cause them to focus on a feature of what I have to offer that makes it wise for them to choose it.”

If we go back to that furniture store, that online furniture store example. If the best thing about the furniture at this store is the price of it, that's then pennies should be the first thing people encounter. Even though the more comfortable furniture may produce a bigger profit margin for the store, to be ethical they should not put clouds on their background wallpaper. They should put pennies, because their strength is the value, their low-cost. That's where we should send people if we’re going to use this ethically.

[00:30:47] MB: I’d love to look at another angle of the concept of pre-suasion. Is it possible — And what are some ways that we potentially could apply pre-suasion to influencing ourselves?

[00:31:01] RC: Yeah. This is really a good question, because it's what I think I've been able to use it for since I started thinking about this. Here's what I've done. If I have a task that requires me to be very thoughtful, there is a particular image I put at the top of my computer screen that research shows increases the likelihood that people will solve a difficult problem correctly. It's an image of Rodin’s The Thinker.

Research showed if you give business students, business school students a set of difficult problems and you asked them to solve those problems with a variety of different images, a nature scene and so on, the kind of thing you usually have as your screensaver or your background wallpaper. That's not as successful as if you give them an image of Rodin’s The Thinker. They actually solve 48% more problems correctly. We can do this to ourselves. We can put ourselves in a state of mind that is congruent with the goal of our message.

There's another study that shows that if you want people to expend a lot of energy in a task, persist at it and be energy driven with this task, show them a picture of a runner winning the race and that will increase their performance on that kind of task. What I do now is depending on the goal I have for a particular task, I choose an image that's congruent with that goal and put it there on the corner of my screen as I perform the task. We can do that.

[00:33:10] MB: That’s a great and such a simple strategy to implement that everybody listening could immediately put in place right now to sort of prime themselves with just the smallest thing in their environment to help them move towards whatever they're trying to achieve.

That said, what is one really simple piece of actionable advice you would give, almost as a form of homework to our listeners for them to implement some of the concepts we’ve talked about today?

[00:33:36] RC: Here’s a very simple thing. Very often, when we want people to move in a particular direction, we want them to change. It requires change. Here's what the research shows. If we ask them for change on a Monday or Tuesday will be more successful than if we asked them on a Thursday or Friday.

If we asked them for change on the first or second day of the month will be more successful than if we asked them on the last day of the month, or second to the last. Why? Because at the beginning of things, change is in — It's something new. Something has just changed, and change is in the air.

There's a study, for example, that showed that armed forces personnel here in the United States are often asked to contribute to a retirement plan so that when they retire they will have a good amount of money available to them and they’ve been resistant to that as a rule, except at one time after they have just changed locations to a new base. Then they become significantly more open to the idea of doing something new, of getting away from their old habits and moving to something new.

If as communicators we are interested in getting change, we can increase the likelihood that people will change in our direction by picking the right time. Once again, the context, rather than the content of our message is vitally important.

[00:35:32] MB: Where can people find you and your books online for people who want to do more research and dig in and learn more?

[00:35:40] RC: Yeah, probably the best place is on our website, influenceatwork.com, that's all one word influenceatwork.com, and they can get access to our books, our videos and so on, and opportunities for speaking or consulting, training, those kinds of things are available.

[00:36:05] MB: Bob, thank you so much for coming on the show and sharing all these incredible wisdom. We are huge fans of you and your work and it's truly been an honor to have you on the Science of Success today.

[00:36:16] RC: Thank you, Matt. I enjoyed being with you. It was a good set of questions, I have to say!

[00:36:21] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an email. My email is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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January 14, 2021 /Lace Gilger
Best Of, Influence & Communication
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(B) Shark Tank’s Kevin Harrington on Building Your Dream Team

August 25, 2020 by Lace Gilger in Influence & Communication, Money & Finance, Career Development

In this episode, we explore the power of mentorship to transform your life with our guest Shark Tank’s Kevin Harrington. 

Kevin Harrington is an entrepreneur, author, an original "shark" from the show Shark Tank, the creator of the infomercial, pioneer of the As Seen on TV brand, and co-founding board member of the Entrepreneur's Organization. His work behind the scenes of business ventures has produced more than $5 billion in global sales, the launch of more than 500 products, and the making of dozens of millionaires. He’s authored and co-authored several popular business books including the most recent Mentor to Millions: Secrets of Success in Business, Relationships, and Beyond.

  • How Kevin went from a kid sitting on his couch to one of the most successful direct to consumer entrepreneurs in the world.

  • How do you finance your business when no one will lend you or give you any money?

  • An easy place to find a mentor - start with asking your advisors, lawyers, bankers, and vendors to help you. 

  • Bring in a retired banker as an advisor to help you raise money for your deals. (Kevin found a retired bank president) 

  • Going from a college dropout with nothing to a $500mm company. 

  • Leapfrogging your biggest challenges. Mentors can be an absolute game-changer. 

  • 2 big breakthrough moments in Kevin’s career

    • Getting in the door at the local cable provider to create and shoot infomercials 

    • Finding a financial mentor to help him raise money

  • How to create the right “dream team” to help you achieve any goal. 

  • A dream team is a shortcut to achieving your goals. 

  • Begin with the end in mind.

  • Creating a billion-dollar asset in 90 days 

  • Ask yourself: who can help you best in what you’re trying to do?

  • Strategy: Source from trade associations and look at thought leaders, industry providers, etc who may be able to be mentors or advisors for you. 

  • Associations, publications, existing relationships, legal advisors, bankers, etc. Leverage your network. There is often huge untapped value sitting in your existing network, you have to tap it and unlock it. 

  • What should you do to be a great mentee?

    • Be the mentors BEST student

    • Execute on the action items that your mentor tells you to execute on

    • Be thankful and appreciative. Show them that you’re thinking of them and you’re thankful

  • “Don’t tell me you don’t have the time when you want some of my time"

  • Homework: Write down the date you would want your mentor by, and the qualifications you want in that mentor. 

  • "Whatever you vividly imagine, ardently desire, vividly believe, and enthusiastically act upon must inevitably come to pass."

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The personal development world is full of bad information. We got sick and tired of this, so we hired a team of researchers to dig through a huge treasure trove of scientific data and figure out what the science is really saying, free of bias, hype, and self promotion.

Our research team combed through thousands of studies to figure out exactly what the science says about popular personal development topics. Learn what works, what doesn’t, and exactly how you can use things like meditation, journaling, breathing, and so much more to achieve your goals.

With this tool, you can finally find and implement the self help and personal development methods that will create the biggest positives results in your life. And this time, you will have science on your side.

Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Kevin’s Website and Wiki Page

  • Kevin’s LinkedIn, Facebook, and Twitter

Media

  • Article directory on Forbes, Medium, and Thrive Global

  • Green Market Report - “Shark Tank Original Kevin Harrington Talks About Joining Cannapreneur” by Debra Borchardt

  • Forbes - “The Original Shark From 'Shark Tank,' Kevin Harrington, Is Ready To Take Pitches Onto the Blockchain” by Andrew Rossow

  • Globe Newswire - Inventor of the Infomercial and Original Shark Tank Investor Kevin Harrington Joins Goldenseed Advisory Board

  • PR Newswire - Shark Tank's Kevin Harrington Partners with Recovery Drink The Plug

  • Crunchbase Profile - Kevin Harrington

  • Yahoo Finance - “Kevin Harrington Joins Cannapreneur Partners as Investor and Strategic Advisor”

  • [Podcast] Influential Person Brand Podcast - How To Produce A Winning Infomercial with Kevin Harrington

  • [Podcast] John Livesay - TSP 098: Shark Tank Pitch Secrets with Kevin Harrington

  • [Podcast] The Dan Lok Show - Kevin Harrington: Entrepreneur’s Journey

  • [Podcast] The Pitch Queen - Top 3 Tips About Financing A Venture from Kevin Harrington from Shark Tank | Episode 077

Videos

  • Kevin’s Youtube Channel

    • How To Find A Mentor For Success in Business (and Life)

  • EdMylett - How to get MORE CLIENTS | Kevin Harrington

  • Grant Cardone - Kevin Harrington and Grant Cardone Talk Mistakes in Business - 10X Growth Con

  • Lewis Howes - Kevin Harrington on Shark Tank, Inventing the Infomercial and Billions in Sales with Lewis Howes

  • TEDxTalks - How to take public the Intellectual Property of YOU ("IPU") | Kevin Harrington | TEDxFultonStreet

    • StarShop CEO going public with curiosity overload | Kevin Harrington | TEDxCincinnati

  • GDS Insights - Kevin Harrington: the three business decisions that made me

Books

  • Amazon Author page - Kevin Harrington

  • Mentor to Millions: Secrets of Success in Business, Relationships, and Beyond by Kevin Harrington and Mark Timm (Release on Sept 22, 2020)

  • Key Person of Influence: The Five-Step Method to become one of the most highly valued and highly paid people in your industry by Kevin Harrington and Daniel Priestley

  • Put a Shark in Your Tank by Kevin Harrington , Brian Harrington , Rob Kosberg , Kevin Hutto, and Brandon Adams

  • [Audiobook] Act Now by Kevin Harrington , Robert Pavlovich , Audible Studios

  • The 100 Best Spare-Time Business Opportunities Today by Kevin Harrington , Mark N. Cohen

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet, bringing the world's top experts right to you. Introducing your hosts, Matt Bodnar and Austin Fabel. 

[00:00:18] MB: Hey, it’s Matt. I’m here in the studio with Austin. We’re excited to bring you another business episode of the Science of Success. We just launched Season 2 of our business episodes. If you want to learn more about what these are and why we're doing them, be sure to check out the Season 2 teaser that we recently released. With that, Austin, tell us a little bit about how these episodes are different than our traditional Science of Success episode.

[00:00:42] AF: Yeah, it’s important to note that you're still going to get all the great contents you've come to know and love from the Science of Success every Thursday. These are bonus episodes with added value, specifically centered around business. We've interviewed some true titans of business and multiple industries from multiple walks of life and what we're going to focus on are the habits, routines and mindsets that made them successful titans that they are today.

That said, these are lessons, routines, stories, best practices that anyone can learn from and apply to their life. You don't have to be a business owner. You can be an employee. You can be a student, or you can, of course, be a business owner. Come check them out. You're going to come away with a ton of valuable takeaways, but we do have a bit of a business focus on these specific business episodes in Season 2.

[00:01:25] MB: With that, let's get into the episode.

[00:01:28] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the Internet with more than 5 million downloads and listeners in over a 100 countries.

In this episode, we explore the power of mentorship to transform your life with our guest, Shark Tank's Kevin Harrington.

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In our previous episode, we brought on neuroscience expert, Rick Hanson, to share incredible insights about how your thoughts can change the physical structure of your brain and so much more.

Now, for our interview with Kevin.

[00:02:47] MB: Kevin Harrington is an entrepreneur, author, an original shark from the show Shark Tank, the creator of the Infomercial, pioneer of the As Seen On TV brand and Co-Founding board member of the Entrepreneur’s Organization. His work behind the scenes of business ventures has produced more than 5 billion dollars in global sales and the launch of more than 500 products. He's authored and co-authored several popular business books, including his most recent book, Mentor to Millions: The Secrets of Success in Business, Relationships and Beyond.

Kevin, welcome to the Science of Success.

[00:03:25] KH: Hey, Matt. Great to be here. Thanks for having me.

[00:03:27] MB: Well, I think you have the honor of being the first shark from Shark Tank that we've had on the show.

[00:03:31] KH: I love that. You mean, I beat Mr. Wonderful to the punch?

[00:03:35] MB: That's right.

[00:03:37] KH: He's a funny guy. I always joke, you know why he calls himself Mr. Wonderful? Because nobody else will.

[00:03:44] MB: That's a good one. I like that. Well, that's awesome. Well, we're obviously super excited to have you on. You're a tremendously successful entrepreneur and have done so much and built so many different companies. One of the things that I’m earlier in my career than you are and I think a lot about mentors and who are the mentors in my life? What does it take to find a mentor? How do you even define a mentor? I’m curious, in your journey in your career, have you had any mentors that were really impactful for you personally and helped you really shape your journey?

[00:04:16] KH: Great question. I’ll go back to the earlier days when I was an entrepreneur. It's crazy. When I was in high school, my dad said, start a business. I started a business in driveway ceiling in Cincinnati, Ohio. Then I started a heating and air conditioning company in college. The earned incomes, I had to pay for my own college and room and board and car and insurance. One day, I’m watching TV and I was watching Discovery Channel and it went dark for six hours. When I called the cable company to see what was wrong, they said, “Oh, Discovery's a new channel. It's just an 18-hour a day channel. They don't have a budget for 24 hours.”

That's when I started putting products on Discovery Channel and cutting a deal with them. All of a sudden, the world of infomercials and As Seen On TV was created and took off and boom, boom, boom. In the beginning of all of that, I was a very headstrong entrepreneur. Wanted to do it all myself. Thought I knew everything. We were having success and was a good salesman and all of that. What happened is we were getting all these orders for products. We had the Jack LaLanne Juicer, we had the FoodSaver, we had Ginsu Knives, Tony Little Fitness.

I was having to finance all the inventory. I was going to banks and I was going to investors and couldn't get money. I started thinking, well, what's the problem? I had a 50 million a year company making more than 5 million a year in profits. We were young in startups, so we were still spending money on first-time cost things. I mean, had a nice profitable business, young entrepreneur, doing good, but nobody would touch me for money.

I said to a few people, “I need some help.” I started reaching out. One of my connectors, I believe that we all have potential mentors and in the business I was in, I write checks to accountants, to lawyers, to phone services, to media companies. I said, who do I write checks to and I should be able to call them and ask for advice, because I’m paying them, right? My lawyer said, “You need to get a good fundraiser in there. Maybe somebody that worked in a bank at a high-level, and maybe a retired banker that could help you.”

I was at a Chamber of Commerce meeting back in my hometown and I’m out talking to people going, “Hey, I need to raise money.” Boom, here I am, sitting in front of a retired bank president. He looks at me and says – I give him the story and he said, “So, how much were you trying to raise?” I said, “I’ve been to five banks. I’ve talked to dozens of other investors. Can't get a dime. I’m trying to raise 3 to 5 million dollars.”

We sat and he looked at the business and he looked at it. He said, “I’ll tell you what, I got a deal for you.” He said, “I’m going to raise you the 3 to 5 million. Let's start with 3 maybe.” He said, “I think I can raise it from one of the people that's already turned you down.” He said, “I’m not going to charge you a dime for any of that. There's going to be 3 million dollars sitting in your account and you're going to then come to me and say, “Man, I need this guy to be part of my company.”

I said, “If you can do all of that, we're going to be sitting down and you're going to be part of my company.” Four months later, I had 3 million dollars in the bank. I made him COO of the company and we grew the company to 500 million dollars from there. This was a time for me that I had to seek a financial mentor, because I didn't graduate from college. I dropped out of college, not because I was stupid, okay. I had a 3.85 GPA, but I didn't like school and I was building a business. I had 25 employees my junior year and I said, “But I never had the skill set of business planning and raising capital and all of that.” Make a long story short, that was the first move. It was a great move and ever since, I’ve decided I need mentors in all the areas of my business that I don't have the skill set for.

[00:08:19] MB: Such an incredible story. There's a couple things I want to break down from that. I mean, even just the simplicity of that idea. It's incredible, find a retired banker, or in your case, it was genius to find a bank president, somebody who's already been immersed in that world, who knows people, who has the connections, who speaks the language. What a fantastic way to leapfrog what was one of your biggest challenges.

[00:08:41] KH: Yeah. I love it. That's in other areas of my life. I have probably, I’d say half a dozen mentors and coaches in my life and some of them are free. They don't charge others. I pay. Because at the end of the day, if you've got to get to the right person and they can do amazing things for your business or your life, it's worth cutting a deal to compensate them for the process. Because at the end of the day, I have an attitude of if something's for free when they're available and on their schedule and their game plan, whereas if I can actually cut a deal to have a contract for having somebody in my life and X amount, I mean, I’m a mentor to dozens of companies. I sign deals, in some cases, where I’m going to do X amount of weekly interactions, X amount of quarterly phone calls, personal meetings on an annual basis, etc., etc.

I can share some of the successes I’ve had with some of the companies I’ve mentored if you'd like at some point here, but the bottom line is I have more than finance mentors. I have them in legal and operations and personal finance, investments, etc., etc. Having a mentor can be a game changer. For me, put me into a very successful club of having quite a few business successes. I love it and it and I recommend everybody out there to explore it, if they're in a point in their life where they need it.

[00:10:18] MB: Great advice. I want to back up and get a little tidbit from this story, because it's such a fascinating journey to begin with. How old were you when you pitched Discovery Channel on, selling their empty ad space?

[00:10:29] KH: I was in my 20s. I don't remember the exact year. I’m 63 now, so it was close to 40 years ago. I think I was in my mid-20s.

[00:10:39] MB: Okay. You're in your mid-20s, you're sitting on the couch watching Discovery Channel, how do you one, get in the door, how do you have the credibility to present to them and how did you ultimately position yourself to close that sale?

[00:10:52] KH: Cable first launched back in the early 80s. I ordered their 30-channel package. I go through all 30 channels, CNN, news 24 hours a day. ESPN, sports 24 hours a day. MTV, music 24 hours a day. Discovery Channel was number 30, the 30th channel, nothing on six hours a day. I just called the local cable operator and said, “Hey, there's a problem. I’m not getting Discovery for six hours a day.” They're like, “Oh, it's only an 18-hour a day channel.” On the phone I said, “Well, if I had something to put in there, would you be interested?” They said, “Absolutely. Come on down.” It's just unsold media.

I went down and then I found out that the local cable company was Warner Cable in Cincinnati and this is back in the early 80s. They had a mandate when they signed the contract to provide cable service that they had to put one channel that was a local access channel, that provided access to the local entrepreneurs, restaurants, whoever it might be, to be able to put their – could be high schools who want to show sports. It was a local access rule.

When they're telling me this in the meeting, I’m like, “How does that work?” They said, “Well, we have a big incentive to deal with local entrepreneurs.” I said, “Well, I’m a local entrepreneur and I want to take some of your time.” He said, “You won't believe this deal that I got.” I said, “All right. I want to fill the time.” They said, “With what?” I said, “Let's do some commercials for some products and put them in there.” They said, “Okay. But look, you got six hours. Let's not do one-minute spots. Why don't we make these like TV shows?”

We're talking through this and yeah, I’ll interview people and have products. We'll demonstrate the products and then we'll sell them at the end. That's how it all started. I was the host. The very first deal, I said, “Okay. I want to shoot a 30-minute show.” They said, “Great.” I said, “And I want to run it.” They said, “Well, we have six hours a day. We'll come back to you with a proposal.” I get the proposal a couple days later for $800. They were producing, shooting, editing, producing in their studio, all-in, $800. I thought, “Wow, what a deal that is.” But wait, there's more. They're going to run it 30 times for the same $800, okay. They're going to shoot it and run it.

They're going to give me 900 minutes of air time and all the production for a 30-minute – we didn't call it an infomercial, because that word didn't exist. 30-minute advertising commercial to sell products. We sold for $800, $26,000 worth of goods. That's when my life changed, because I said, “I no longer want to be in the heating and air conditioning business, or whatever I’m doing. I’m now going to be putting things on cable television.” That was the beginning.

Then I went to Discovery National. This was just local in Cincinnati. After I had credibility, the local operator was like, “You have created a new industry here.” I said, “Can I talk to somebody at corporate, cut a deal with corporate?” They gave me six hours a day on Discovery, 365 days a year for a 1,000 bucks a day, $365,000 under a multi-year contract on Discovery Channel. That was doing 20 plus million dollars in annual sales, that block a time. Pretty good investment. Again, $365,000 investment for 20 million dollars in sales.

This was the game changer. This launched the infomercial industry. This was the early days and that's when we started going for all the Billy Mays, Tony Littles, Jack LaLannes, George Foremans, everybody that had a product, we were rocking and rolling. By the way, this was years before Amazon, nine years before Amazon went B2C, many years before QVC ever started. This was the pioneering days, the early days and had a lot of fun creating some great product successes.

[00:15:14] MB: That is insane, the amount – why were the production costs so cheap to film these infomercials and why were the stations, both the local station and Discovery Channel broadly willing to part with that media for such a low cost?

[00:15:27] KH: Because this got down to this push from their ordinance. They had a contract with the city of Cincinnati for an exclusive cable contract, but they had to provide local access on one channel to local entrepreneurs. To this day, this exists still in many of the cable contracts, by the way. I can go into 150 markets around the country and get 30-minute time blocks for a $100 to a $150 across the entire city on local cable access. They were incentivized and they needed good PR, because when cable first hit, there was a lot of bad stuff out in the market about cable and how this and that.

They needed to show the community that they were embracing local entrepreneurs and hey, for me, it was a great thing. I was there featured profiled entrepreneur that they were helping build some amazing stuff through local cable access. It wasn't about making money for them at that point. It was about being good to their agreement with the city to provide assistance to local entrepreneurs.

[00:16:38] MB: Totally makes sense. You had this tremendous opportunity, where you saw something and came across this unsold media that nobody was monetizing, nobody really even understood, and that's in some sense, why it was so cheap for you to then turn around, looking at Discovery Channel, for example, for you to then turn around and pay $300,000 a year and monetize it for 20 million worth of sales.

[00:17:01] KH: Exactly. Let's put it this way, Matt. I know we've been talking about mentors and why people need a mentor. If you get the new book that I have coming out called Mentor to Millions, it talks about how to get a mentor, what to look for in a mentor, also, how to be a good mentee. Because I’ve mentored some people that I did after a session or two, didn't want to have anything to do with them anymore, because they weren't following up on my advice and instructions and just wanting to do it their own way.

This is why I think a good resource guide for people that are in business, that are entrepreneurs, that are seeking some help would be to pick up a copy of Mentor to Millions, because there is where we pretty much lay it all out for you, the how to's of getting the right folks in your camp and being mentors to your business. Plenty of stories to tell along the way here, but it's obviously very powerful if you get – I call it creating the right dream team. If you can do that, which I’ve now been able to do successfully in many situations, it's a long way to success without a dream team.

With a dream team, it's a shortcut, because the people have been there. I’ll just give you one example also. The bank president guy that I brought in, he actually had some exit experience also. I always say, when you're launching a business, you always got a program with the end in mind. What's the end in mind? To have some an exit. In many cases, this is what a lot of people want. It's good to get somebody on your team that knows how to sell a business and knows how to make it happen. That's a powerful way to do it.

[00:18:49] MB: Absolutely. I want to dig into both some of the lessons for how to find mentors and also how you can be a better mentor and be a better mentee. Before we dig into some of those specifics, I’m curious, tell me a little bit about what was another either challenge that you personally faced, where a mentor was really valuable and helpful, or a company or someone that you were mentoring and how you helped them really leapfrog through whatever the major hurdle was that they were dealing with and overcome that problem?

[00:19:21] KH: Was this for one of my own companies, or for somebody else?

[00:19:23] MB: Either one. Whatever you think is going to be more interesting and impactful.

[00:19:27] KH: I’ll give another example of a big challenge we had. Then I’ve got examples of maybe we could do both, but let me start. I built – this business was very successful. We were north of a 100 million in sales. A 100 million in sales, we're doing 2 million a week in sales, 50 weeks a year. We didn't have a lot of cash sitting in the bank, but we had millions of dollars that would turn week-to-week to fund the media and the inventory and things like that.

One Monday morning, most of our sales came from the weekends, because that's when a lot of the unsold media was Friday, Saturday, Sunday. Monday was always a big day. We literally for the weekend, would be sitting on a couple million dollars in sales, generally. That money would hit our account on Monday. One Monday, the CFO came in to me and he's like, “Hey, we got a big problem. The bank did not send us the 2 million this Monday. They're holding it and they're not going to let it go. They're holding it for reserve against returns in our business.” I’m like, “What do you mean they're holding it?” He said, “Well, they cited a clause in our contract with them. We've had some higher returns happening and they're concerned as a bank that they have to give the returns to the people, because they've cashed the credit card and they want an extra 2 million.” They're just going to sit on our money until some future date that they may choose to give it back to us, okay.

Now imagine that. 2 million dollars swept out of your account almost is what it is really technically what happened, because it was sitting in our account. Instead of them sending it to us, they swept it to them. Now I’m sitting on the verge of closing the company down, because that's my operating capital. Now we ended up taking a look at what was happening and where the problem was. What it was, we had 12 products that we’re running on various levels. 95% of our business was solid, but we had one of those products that represented 5% of our company that we were having big defective issues, because the manufacturer had delivered us a bunch of product that had not been quality-assured properly.

Now these people were calling the bank, charging back, asking for their money back. On that particular product, our returns went from a normal 10% up to 30%. It was such a small part of our business, for us, it really didn't affect us, but the bank was getting this onslaught of nasty calls and chargebacks. That's why they instituted this policy. Boom, we're going to grab Kevin's 2 million bucks.

Now I got a mentor. We checked it out. What are we doing wrong? How do we solve this? I brought lawyers in, accountants in all around. Make a long story short, we presented to the bank the fact that just this one product was causing the problems, why put us out of business for this? This is our solution. We want a separate merchant account for every single product, so we can't lose our whole company when we have one apple to spoil the whole bunch. That's what we did. They bought into it. They released 1.6 million and we then gave them an extra 400 grand for reserve, but we were able to survive and live through all of this.

Make a long story short, this was another situation where we needed to come through this in as good of fashion as possible and we did. We survived. We didn't close the company down, but we were close. That was a pretty amazing story. Again, some great advice, some great mentors came in. When you think about it, Matt, I don't know if you've ever been in the product selling business, but you should have a separate merchant account for each product, because things can blow up. This is a high recommendation I have for any entrepreneur out there listening right now, separate in separate silos, so that you can't lose your whole company because of one issue.

[00:23:40] MB: Yeah, that's a great piece of advice. I's amazing. Any business success story, when you look back, there's always a series of moments where it seems like everything was on the line and you had to find a solution and it's never as easy as it looks from the outside.

[00:23:56] KH: Exactly. You said it best.

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[00:24:33] MB: I’d love to quickly hear as well a story of how you were able to with one of the companies that you were mentoring or advising, helped them overcome a big challenge as one of their mentors.

[00:24:43] KH: Okay. This was in the book, Mentor to Millions. It's about a company I got involved with a few years ago called Celsius. Have you ever heard of a company called Celsius? It's a healthy energy drink.

[00:24:56] MB: I have not.

[00:24:57] KH: Okay. Well, a few years ago, nobody had heard of it because it was a startup. I came in as a board member and energy drinks, Red Bull, Monster, etc., they're sold in retail stores. That's where you buy them. I got involved with this company and I said, “Retail. That's great. Yeah, you can go down that path. That's one way to sell.” I’m in the business of direct to the consumer. I said, it would be great if we could start putting direct to the consumer programs in place, influencers, micro-influencers, fitness influencers, celebrities.

I started down that path of creating additional revenue streams for the company. The company was a little public company that had a couple million-dollar value. I joined them at the startup mode, when they were pretty much just getting off the ground, a couple million bucks in assets. We're going retail, but we're also going to be direct to the consumer, which includes Amazon and direct sales.

Now let's fast forward. We built this company. It's taken off. It took off like crazy. Doing well. It grew to over a 100 million and then a 120 million. Then all of a sudden, we got into here we are, COVID hits. We're in May of this year and the stock was around $3 a share. The market value at $3 a share still built the company now to a couple 100 million dollars, okay. We went from literally zero to a couple hundred million by implementing a lot of the ideas that I was just talking about direct to the consumer, as well as retail, influencers. We brought in Flo Rida, Khloé Kardashian, all these little fitness influencers, etc.

Now during COVID, stores were closing and people said, “Wait, I can't get my Celsius.” But wait, there's more. Yes, I can. Because we've implemented all these direct to the consumer channels, we were crushing it on Amazon, etc., etc. The word got out that Celsius was on fire and the stock hit $14 today over a billion dollars in value, went from a couple hundred million to a billion in the last 90 days. I’m not familiar with any other company that's had any turn like that that's unbelievable.

Here I am, one of the co-founders of the early days of this company and of course, I made a few bucks along the way, because we created a billion-dollar asset. You just can't sit and wait. It's not always going to be the same way. You've got to go for it and figure out new ways, think outside the box as I say, direct to the consumer, fitness influencers we're crushing it. We've got a really solid business. It's called Celsius. The symbol is C-E-L-H. Amazing team. They have an amazing board, amazing CEO. John Fieldly had a great CEO that started that was involved with the company for many years. Jerry David.

Look, as I mentor, I’m on boards, I’m never going to sit here and take all the credit for anything. It's always a collaborative effort. A lot of folks had a lot to do with that. I will tell you, the direct-to-the-consumer strategy and that's the business I’ve been in for 40 years, that was the real hook that created a major juggernaut at Celsius.

[00:28:31] MB: That's amazing. That's a pretty rapid amount of value creation and especially during such a turbulent economic time. I want to come back to some of the practical ways to start implementing this. How did you think about and having been in business for so long and been so successful, how do you think about going about finding a mentor? What are the best strategies for finding one? Even maybe zooming out a little bit, what exactly is a mentor? I mean, as a mentor someone who you have coffee with once a week? Is it somebody who you speak to once a year? Is it somebody who gives you one piece of advice one time? How do you think about what a mentor is and then how do you really think about the best strategies for actually cultivating and finding and building relationships with them?

[00:29:12] KH: Great question. By the way, this is all discussed in our book, Mentor to Millions. Anyone that is listening can hear my response, but they also have a chance to go get the real detailed process in the book. Bottom line is this, it's all of the above, Matt. It might be a one-shot deal. It all depends on what you need and what the mentor is looking for.

I have a gentleman I’m mentoring right now, for example. His name is – I’ll think about in just a second here. Been mentoring him for about eight months now. An amazing guy. His name is Matt George. He runs Children's Place in Peoria, Illinois. It's a home for homeless children. They feed and house 1,800 children on a monthly basis that go through the doors there. They have a massive budget.

Matt George is an amazing guy who really cares about the kids and he's been successful raising money for children's home. Sometimes you hit a plateau. I said to Matt, “Look, this is going to be my give back for your group.” I’ve been working with him, helping him build some ideas, because at the end of the day, having a good visibility is important in a community. Matt has been out there, but I said, “You've done such amazing things, Matt. You should write a book. You should start putting a profile, raising your profile in the community, because you do so much for so many people that I think it's important you should start putting your own podcast together.”

I mean, the first question you ask, how do you get a mentor? Go to your chambers of commerce, go to all the associations you're involved with. I’m a co-founder of an organization called The Entrepreneur’s Organization. It's called EO. We have chapters in 50 countries, a 150 cities. When you join EO, we give you a board of mentors. It's called your forum. To get a board of advisors that are going to be your advisors going forward.

There's all kinds of ways to get mentors. One of the things I mentioned earlier, who do you write checks to? Ask them who might be able to help. I have five law firms I write checks to. I write checks to credit card processors, to fulfillment centers, to media companies, to TV networks. You reach out. Hey, you don't have to say, “I write you a check. I need some advice.” Just, “I’m one of your customers. I need some advice. Could you help me grow bigger? I need a guy in finance. I need someone here. Do you have any connections? Any ideas? Boom, boom, boom.”

Anyway, make a long story short, I got the finance mentor at my chamber of commerce meeting. I also belong to lots of organizations. Joe Polish has a group called Genius Network. and Roland Frasier has a group called War Room. These are mentoring groups that you can join. Board of Advisors is Mike Calhoun. You can join Board of Advisors and get great advice from the other members. These are all the different places you go. At the end of the day, it's a one-on-one discussion you have with the mentor.

Some mentors don't want to do anything more than say, monthly. Others don't mind weekly. Some want to meet you on a regular basis. Others want to do it via phone or Zoom. Now today, obviously with COVID it's a lot different. Everybody's staying away from other people, so it's a little bit tougher, but it's generally virtual in today's world. Lots of great places to get mentors and you can't do it sitting at home. You got to get out and start turning those rocks over to find the mentors.

[00:32:53] MB: Yeah, that makes total sense. I think the big takeaway from that is this idea that what a mentor is is something that's highly flexible. It changes. It could be there's a huge, really broad definition. You can find mentors across, whether it's an organized mentor group, which I’m a big fan of something like War Room. Roland Frasier's actually a previous guest on our show. Roland is the man. Whether it's something really structured like that, or whether it's finding somebody locally, it seems like what you're saying is that there's a tremendous amount of ways that you can find a mentor, what you really have to do.

Obviously, it's a little harder in some ways with COVID, but it may be easier in other ways, because you don't ever have to leave your house. Is you have to get out there. You have to start turning the rocks over. You have to start connecting with people. You have to put yourself out there and be willing to ask for help and call up the other people that you're already doing business with and see who they know that might be able to help you in some way.

[00:33:44] KH: Yes, exactly. Perfect. It's a process. I’m going to say this at one time, you're the only one as the entrepreneur running the company that can do it. You can't go to somebody and ask them to go get you a mentor necessarily.

One quick last story, a guy that was needing some help. He was in the business of selling products to the military. I live in Tampa, Florida. He's like, “Can you give me some help?” I’m like, “Yeah, I can.” I said, “Part of my help is bringing a dream team to your company.” I said, “I know MacDill Air Force Base is right here in Tampa and they have all these retired generals.” I said, “What is a retired general? What's his business model? He wants to consult companies, get paid some fees and use the credibility he has to be a former general inside the US military.”

MacDill Air Force Base is central command for the United States. I said, “Let's go out to MacDill and see if we can meet some ex-generals.” We did. We got Chip Diehl. General Chip Diehl had just retired. He was looking for some relationships. He joined our board of advisors, opened up amazing doors inside the military down at [inaudible 00:34:57] down in Dallas.

Again, if you're in the business selling to the military, who can help you best? Somebody high up in the military, is no longer in the military. Because if they're in the military, they can't consult you or advise you. That might be a conflict. You just got to think outside the box. I could tell any person really how to go get a mentor for their own particular business. Again, my book Mentor to Millions, we teach you all of that in there. I think anyone out there listening should go get a copy for sure.

[00:35:32] MB: Yeah. That's in many ways, that actually shares a lot of commonalities with your own – one of your first big mentors, the retired bank president that you found. Seems like maybe a really rich vein to mind when you're searching for a mentor is to figure out who used to be really prominent, really successful in that industry, or that particular niche and they've since retired and go try to seek those people out and get in front of them. It seems like they have a really potent mix of powerful rolodex and also, they're in the stage in their life, in their career where they're not as busy. Maybe they're looking to give back a little bit more. They're looking to help and teach people and pass on what they've learned and what they know.

[00:36:08] KH: Exactly. Yeah, you hit it. Thank you.

[00:36:10] MB: Is there any way, or any strategy in particular, I mean, you've mentioned things like local chamber of commerce, just networking through the people you know, etc., but to find – If I said today, “Hey, I need to find the retired, let's just say, bank president to help me scale my business to the next level,” how would you go about finding that person?

[00:36:29] KH: Well, let's take the industry that I’ve been, was part of for 35, 40 years, the As Seen In TV industry. There's a trade association in As Seen In TV that was started. I was one of the co-founders. It's called the Electronic Retailing Association. Now that existed for about 30 years, very successful. It ended up morphing into something else now recently. The bottom line is that there was hundreds and hundreds, maybe thousands of members of what was called ERA, Electronic Retailing Association.

If you were Procter & Gamble and you wanted to get a mentor in the world of As Seen In TV and electronic retailing of which Amazon was a member in eBay and QVC and HSN, there's a board of directors of ERA. Then there's a listing of suppliers and service providers. A lot of people would call ERA, “Hey, I’m Procter & Gamble. I got a shampoo that I want to do an infomercial for. I need some advisors, mentors. Who do you have?” “Oh, well we have these lawyers, we have these producers, we have these, this.”

I mean, associations are one of the great places to start. I do a ton of business in the world of housewares and hardware. I go to the house for a show, the hardware show and I network with the International Houseware Association. One other place that's really good, there's a publication called HomeWorld Magazine, that is the publication that exists for the world of anything housewares. There's a guy named Peter Giachetti that's the publisher and editor and chairman of HomeWorld Magazine. I’ve known him for 35 years. If I need anything done in the world of housewares, I call him. “Hey, I need a good manufacturer for toasters. Who should we be talking to?” Get an answer right back.

Bottom line, associations, publications, your existing relationships in legal and accounting, all kinds of great ways. You'll never run out of them. I always say, just you got to keep going until you get the right ones. Once you find the right ones, it's going to blow you away. It's really powerful.

[00:38:46] MB: Yeah, that's great advice. There's often so much untapped potential in your network that if you're not asking, if you're not putting yourself out there, if you're not trying to uncover who do they know that might be really helpful for me, you're really leaving a lot of value on the table.

[00:39:01] KH: Absolutely. Yeah. You know it. Absolutely.

[00:39:04] MB: Really quickly, what are some of the key things that you need to do to be a great mentee?

[00:39:09] KH: That's a great question. The first thing I say is you should be the mentor's best student, okay. Because when you think about it, I think I mentioned earlier that it's not exciting for a mentor to – I’ll give some advice and I’ll say, okay. Here's four action plan items before we talk next. Now, the first thing I do when we start the next conversation is let's go over the four action items and how did you do with those. “Oh, well. Got the two of them. I didn't get the other two. Sorry.”

It's like, well, what's wrong with this picture here? That's not a good mentee. I want a good student. I want somebody that's really eager. I don't mind a challenge, or why is what you're saying the right way to go, you're certainly allowed to do that. Don't tell me you just didn't have the time, but you want more of my time. It's important that you communicate well, that you thank mentors, you're appreciative, send them nice notes, maybe a little inexpensive gift every now and then. It could be a Starbucks card for 20 bucks value or something.

Just that you're thinking about them and things like that, or a donation to their charity. I had a grueling three-day event that I did in Vegas and 80 meetings over three days. I keynoted two of the days. I was scrambling to get through the airport, to get home on a late-night flight. I’m sitting in the airport eating a quick bite before I jump on the plane and a young kid comes up to me, handed me a $100 bill. He said, “Mr. Harrington.” He said, “I was at the event. I watched you the whole time. I tried to get to you a dozen times. I never could. I’m just a young entrepreneur starting out. I need some help. I’m not looking for anything for free. I’m going to give you a 100 bucks, because I’ve got a couple questions I’d like to ask you. I don't even need your time right now, because you look busy, you're eating. Take my 100. Can I call you some time and ask you a question?”

I was blown away by that. Number one. Secondly, handed him his 100 back and said, “Look, you approached me the right way. I’m going to give you the answers to your question and I’m not going to charge you a dime and I really appreciate what you did and God bless you.” I mean, those are the things for a 100 bucks, you got to deal with a shark, okay. That was a very smart young entrepreneur, I’ll tell you that right now.

[00:41:41] MB: Kevin, I know we're wrapping up here, but where is one place that listeners can go to find the book, to find you, to find your work online and what is one action step that you would give them to begin implementing some of the things we've talked about today?

[00:41:54] KH: Okay. Great question, Matt. Go to kevinmentor.com and that's got all the information about the book. You can pre-order it. We got copies are just coming out soon. Book will be out in no time. We actually have eBook versions also. Lots of great stuff there. Kevinmentor.com. Also, my website is kevinharrington.tv. Tt's another place they can get some great information also. Kevinmentor.com is a really good place to start.

This is what I’d like to challenge everybody out there right now to make a step. This is for the people that don't have a mentor. I want you to write down a date that you'd like to have a mentor by, and I’d like for you to list the qualifications that you would like in that mentor. Now, I have a saying I wake up every morning to this. Whatever you vividly imagine, ardently desire, sincerely believe and enthusiastically act upon must inevitably come to pass.

That was a saying by an old mentor of mine way back. It's just powerful and I just have to say that believe in yourself, believe in your idea and the steps that I mentioned, vividly imagining, that's easy. People can imagine themselves getting a mentor. Ardently desire, you desire it. You vividly imagine it. You ardently desire it. You sincerely believe that you need a mentor, that you want a mentor, but you don't enthusiastically act upon it. This is where most people fall down.

Now, put a plan of action together and with my book and a plan of action, you're going to have great success. You'll get your mentor and you're going to turn things around in your business. On that note, Matt, I want to thank you for having me. Been a great event here to share some of the ups and downs that I’ve had over the years. I shared a couple stories that sometimes I don't like to share about how tough it was for me. but I really appreciate you having me today and I hope anyone out there can go to kevinmentor.com to get some information about getting a mentor in their life.

[00:44:08] MB: Kevin, thank you so much for coming on the show, for digging into some of your incredible backstory and sharing all of these lessons about how we can find mentors.

[00:44:16] KH: Thank you, buddy. Talk soon.

[00:44:18] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Don't forget, if you want to get all the incredible information we talk about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top. 

Thanks again, and we'll see you on the next episode of the Science of Success.

August 25, 2020 /Lace Gilger
Influence & Communication, Money & Finance, Career Development
BlakeMycoskie_2-03.png

(B) How To Live the Life You Are Truly Made For with TOMS Founder Blake Mycoskie

July 28, 2020 by Lace Gilger in Influence & Communication

In this interview, we dig into the incredible story of Blake Mycoskie, the one for one model, and what it’s like to be an entrepreneur, be the founder of TOMS, and ultimately find happiness. 

Blake Mycoskie is a serial entrepreneur, philanthropist, and best-selling author most known for founding TOMS Shoes and is the person behind the idea of One for One®, a business model that helps a person in need with every product purchased.

Born and raised in Texas, Blake now resides in Jackson, Wyoming with his family, dogs, and horses. In his free time, you can find him outside enjoying nature whether it is rock climbing, surfing, or snowboarding. Most recently, he’s started a new company called Madefor to help you find specific things you could learn that would transform your daily life!

I’ve joined the most recent class of Madefor and you can too! Go to https://getmadefor.com/ and use the code MFSUCCESS for 20% off the program!

For more information:  www.blakemycoskie.com

  • Blakes incredible story of how he came to found TOMS, Madefor, and more!

  • How Blake’s childhood competitiveness kept him driven.

  • The first businesses Blake every started you may not know about!

  • How One for One came to be as a business idea!

  • How does giving back lead ultimately to profits?

  • Some of the most impactful life habits you can adopt - proven by hard science. 

  • How Blake learned and practices self-discipline. 

  • How to craft your own personal or family mission statement to guide you through life and business. 

  • Word matters - find those that ring true to your soul. 

  • How to keep not only your mind but your body in shape using proven science. 

  • How to find happiness within and not depend on outside sources that will eventually fade with time. 

  • How Blake overcame depression and found meaning in a new chapter in life. 

  • Austin shares his journey through dark times and what helped him overcome self-doubt. 

  • What out there in the world of self-improvement has been proven?

  • You find happiness internally, not from things. 

  • How to not only adopt new habits and practices but how to also sustain them over the long haul. 

  • How Madefor uses the proven data behind the science to make your habits stick. 

  • Blakes Top 2...

    • Sleep 

    • Gratitude

  • How to begin to express more gratitude intentionally in your life and the health benefits it has on you. 

  • Homework: You have to work to understand your own mission and core values. 

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Thank you so much for listening!

Please SUBSCRIBE and LEAVE US A REVIEW on iTunes! (Click here for instructions on how to do that).

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Blake’s Website and Wiki Article

  • Blake’s LinkedIn, Facebook, Instagram, and Twitter

Media

  • Forbes - “Brand Purpose Evolution From Single Event, To 360° Change Agent” by Michelle Greenwald

  • MBG Mindfulness - “How I'm Shifting My Mindset Right Now, From The Founder Of TOMS” By Amitha Kalaichandran, M.D.

  • Inc. - “Toms Founder Blake Mycoskie's Simple Habits for Recovering From Burnout” by Kimberly Weisul

  • CNBC - “How burnout inspired Toms founder Blake Mycoskie to start his next business” by Lucy Handley

  • Footwear News - “Toms Shoes Founder Blake Mycoskie Launches New Wellness Business” By Neil Weilheimer

  • Daniel H. Pink - “3 Questions for Blake Mycoskie, founder of TOMS Shoes”

  • Vogue - “Blake Mycoskie Is Flourishing—And You Will Too If You Try His New Wellness Program, Madefor” By Nicole Phelps

  • GritDaily - “TOMS Founder Blake Mycoskie Creates Wellness Kit” By Jori Ayers

  • Fast Company - Articles on Blake Mycoskie

  • SHRM - “TOMS Founder Blake Mycoskie Encourages Self-Help After Depression Diagnosis” By Dori Meinert

  • Foundr - “267: How TOMS Founder Blake Mycoskie Blazed a Trail for Social Entrepreneurs” by Nathan Chan

  • Esalen CTR - “Blake Mycoskie on Why I Started Toms” by Blake Mycoskie

  • HBR - “The Founder of TOMS on Reimagining the Company’s Mission” by Blake Mycoskie

  • Crunchbase Profile - Blake Mycoskie

  • Article Directory on Medium and Huffpost

  • [Podcast] Storybrand - Should Your Company Take a Stand on a Social Issue? - Interview with Blake Mycokie

  • [Podcast] Why Not Now? with Amy Jo Martin - Episode 113: Blake Mycoskie - If Not You, Who? If Not Now When?

  • [Podcast] How I Built This with Guy Raz - TOMS: Blake Mycoskie

Videos

  • TOMS YouTube Channel

  • Sadhguru - Why Are We Not Naturally Enlightened? - Sadhguru with Blake Mycoskie (Founder, TOMS)

  • The Tonight Show Starring Jimmy Fallon - Toms Founder Blake Mycoskie Announces $5 Million Donation to End Gun Violence

  • Daily Stoic - This Is How You Change The World | Ryan Holiday on Blake Mycoskie | Daily Stoic Podcast

  • Lewis Howes - Blake Mycoskie: TOMS Shoes Founder on Changing Business and The World

  • Tom Bilyeu - Humanize Your Mission - Blake Mycoskie | Inside Quest #76

  • CNBC International TV - Blake Mycoskie, Founder of TOMS | The Brave Ones

  • Bulletproof - Invisible Patterns, Finding Joy & Other Lessons with the Founder of TOMS Shoes - Blake Mycoskie

  • AT&T - AT&T & TOMS - Connecting to Make a Difference | AT&T

  • Skype - TOMS founder Blake Mycoskie at TED 2015

Books

  • Start Something That Matters by Blake Mycoskie

Episode Transcript

[00:00:04] ANNOUNCER: Welcome to the Science of Success. Introducing your host, Matt Bodnar. 

[00:00:11] AF: Hello, everyone, and welcome to another episode of the Science of Success, the number one evidence-based growth podcast on the Internet with over five million downloads and listeners in over 100 countries. My name is Austin Fabel, and I'm really excited to bring you this interview today. 

Today, we’re going to interview Blake Mycoskie. We’re going to dig into his journey of founding several companies, most notably Toms Shoes and his latest endeavor, Madefor. We dig into the science of how small tweaks in your routine can lead to huge impacts, and some of the most impactful habits and routines Blake and his team have uncovered, and how you can really find true and sustainable happiness in life. 

Are you a fan of the show? If so, do me a favor and go to www.successpodcast.com and sign up for our email list. You can sign up right on the homepage. We’re going to give you a lot of goodies in the email list including a free course. We put a ton of time into called How to Create Time for What Matters Most in Your Life, as well as our weekly newsletter, Mindset Monday. We’re going to keep you up-to-date on all things going on here at the Science of Success. 

Are you on the go? Are you on the phone right now? Just pull it right out and text smarter. That's S-M-A-R-T-E-R to 44222, and that will sign you up immediately. 

In our previous episode, we dug into the science of decision-making and thinking with best-selling author Ozan Varol. Ozan and I went into how you can pivot your life and dig into his incredible life story, including being a part of the team that sent the first rovers to Mars and also how you can question your assumptions and really challenge your own opinions to make sure you’re thinking like a rocket scientist. 

And now onto my interview with Blake. 

[00:01:57] AF: Blake, welcome to the Science of Success. 

[00:02:00] BM: Hey, Austin. Thanks so much for having me on the show. Well, I really appreciate the time, and it's great to have you on. As I was telling you kind of before we started, digging into just all of your past work. Obviously, Toms is huge, Madefor going to be huge, continuing to grow. But there’s just so much to unpack there from your life and just the different entrepreneurial journeys. It was just so fascinating to learn about you.

I’d like to kind of start. Just tell us a little about yourself, where you're from. Touch on some of your past endeavors and really kind of what led you down this path of founding Toms and then eventually Madefor. 

[00:02:31] BM: Yeah. I grew up in Arlington, Texas and my kind of earliest passion in life was I was a very competitive tennis player, and I think a lot of my entrepreneurial success actually comes from the self-discipline and just like a focus that I had as a very competitive young tennis player. Also, tennis being an individual sport I think was a great precursor to being an entrepreneur, because you didn't have a team to fall back on. That's one of the things that you hear a lot about entrepreneurial life is it can be quite lonely because you are the person who's responsible for calling most of the shots. I, for the first – From age 10 to basically 20, tennis was my entire life. I then shifted over to becoming an entrepreneur in my early 20s, and that's what has characterized most of my life since then.

[00:03:25] AF: When you look at founding Toms, tell us kind of how that got started. Did you always know you wanted to start a company that was going to have a social kind of giveback component to it or was that something that kind of evolved as the journey went on?

[00:03:36] BM: Yeah. The question itself is really interesting because I don't think you would have asked that question 13 years ago because people weren’t talking about businesses or social components. When I started Toms, there was no real concept of a conscious capitalism or a social business. I mean, it's hard to believe now because it's so important and so woven into the fabric of entrepreneurship in business. But when I started Toms, that wasn’t even a concept, so if you can go back to that mindset. 

When I started Toms, I wasn’t even thinking that I was really building a business. I just knew that I saw many children around the world, specifically in South America where I was at the time, who were living in great poverty so much that they couldn't afford a simple pair of shoes. At the same time, I discovered this really great shoe in Argentina that all my friends who were polo players and their girlfriends are wearing around town, and I just kind of put the two ideas together. I thought these are really cool shoes. I could sell them. I think the style is cool. I’ve never seen anything like this in the US. But I think what would be the coolest way to do it is I could sell a pair in the US and then come back and give a pair to all these kids I’ve been seeing in the streets and in some of these neighborhoods who don't have a simple pair of shoes. 

It really was just more of kind of a what if or this would be fun. Or we called it the shoes for tomorrow project, and it really wasn't until the shoes kind of gotten noticed by the fashion community and not even say kind of Brooklyn hipsters, if you will, that it started to grow so fast that I realized, “Well, this could actually be a business and help a lot of people.” Then it was later that academics and journalists started labeling what I was doing as a social enterprise or conscious capitalism or all of this. But I never really self-labeled it that at all. 

[00:05:35] AF: It’s so interesting too. Just to bring up the point 13 years ago, that wouldn't even be a question. I know you’ve spoken in the past about how social media was kind of on the rise at this time too, so like the visibility into doing the right thing and kind of building out the social aspect to a business. That was really amplified by a lot of that but really it was cutting edge at the time., 

Now, you just see it’s everywhere. I think Warby Parker does something similar, the one-for-one kind of model. But it’s really kind of set the standard for, especially in the world of social consumerism too, right? People want to know that the companies that they're giving their money are doing something to help the community at large, and so it’s just so fascinating how it was kind of something that wasn't really planned ahead of time but quickly evolved into something that was just a huge win-win not only for you entrepreneurially but also just for the world at large and the people that you are trying to help. 

[00:06:23] BM: Yeah. I know it's truly one of things that I'm sure I’ll look back at the end of my life on and be most grateful for because it's not just the fact that Toms has now given 96 million children a pair of shoes, which is a number that's hard to believe. Or 600,000 people that we've given eyesight too through our eye program. But it's all the hundreds and thousands of businesses that have incorporated and emulated our business model and all the good that they've done. That’s what I really – When I’m being reflective and thinking about impact, that’s what I really like to think about. 

[00:06:58] AF: Yeah. It’s definitely, definitely something worth looking back and being very proud of. There's so much I want to dig into too, and it was hard to kind of narrow some of these down. I mean, 

everything just from novel things like being on the great escape to like changing the way advertising works on buildings in Nashville. I do want to dig into Madefor but I'm going to table that kind of to have its own section of this interview. 

But it’s funny looking at everything like on your resume and that you've done it. There's been so many different things. Like I said, the great escape, changing advertising in Nashville, a dry cleaning in college when you’re at SMU, but it always just kind of seemed like you've really had a stable kind of why, like you understand that there – The why behind what you're doing. I mean, I even look at what you did with gun control. I mean, it's incredible and it’s admirable. How do you recommend someone go out and try to find their own why and try to find their own purpose, because there's really no roadmap or something like that, right? But if you want to work at a job or do something that you enjoy every day, it’s important to find that. 

Then [inaudible 00:07:57] is kind of a selfish question for me because I feel like in certain phases of life, my why can completely change, right? It’s almost like a seasonal type thing. How do you go about recommending someone find that?

[00:08:08] BM: Well, a couple things. I mean, first is I know we’re going to get into Madefor later, but that’s actually where the name Madefor came from was that we believe that at some point in our life, we all ask this question. What am I made for? That’s very much connected to what is my why. Why you say there's not a roadmap, I would say that we have found some very systematic ways to help people get there because I think a lot of people wallow in this kind of moment of hoping that their big whys is just going to become this epiphany that it kind of smacks them in the head one day and gives them all this clarity and purpose. But it actually takes some work to get there. 

I’ll just give you a few key things that I think I have helped me and some of this is is actually integrated into the Madefor program. The first thing is most businesses have a mission statement that became very popular in the 80s and has continued on, and almost every new company has some pretty clear articulation of why they're in business. But very few humans have personal mission statements. Or if they do, they don’t necessarily have them like plastered up in their kitchen that they read every single morning and recommit to. 

I am a big believer in developing a personal or I would even say a family mission statement, because a family mission statement helps define the culture of how you’re going to raise your children on how you’re going to conduct your family. The best way to get to a family mission statement or a personal mission statement is actually first to do the work of identifying your core values. We have a process with Madefor that is very specific about really looking at long list of words and seeing which words really connect to you in your gut. There's all the science now around how your gut, this feeling or the gut feeling is actually quite intelligent that you intuitively know like, “Oh, this word means something to me.”

Now, I could go down a full rabbit hole of my spiritual beliefs and how I think that there's reasons why a certain word might really resonate with you based on what your purpose is and why you came to this earth to work through that purpose. But even if you don't believe any of that stuff, there’s just people will say, “Oh, grace.” That word really somehow means or courageous. Oh, yeah. That deals right to me. I want to be courageous, but they might not want to be brave. For whatever reason, words matter. In order to get to your purpose and your why and ultimately your mission statement, what I like to do is take people through this exercise, which we do with Madefor where we really help you identify words that just feel right to you, which ultimately become your core values. Then through your core values, you derive your ultimate mission statement. 

My mission statement in life is to live a courageous life with grace and moderation. This podcast is probably not the place to go through dissecting that, but those are very specific words that some people might not attest with me or think like, “Oh, I don't see that. But it all makes sense to me because then it goes into my core values and the way that I operate my life.” But I think that it is so important and it is such a proven technique for kind of personal well-being and mental health to have that clear mission statement and these core values because then you can orient the way that you spend your time around that. There’s nothing more satisfying than dedicating and feeling like your time spent every day is aligned with the values that you set. That’s, once again, why we named it Madefor after doing a lot of work around. 

[00:11:55] AF: Yeah. It’s such an incredibly powerful exercise, and working on my own mission statement has also been kind of a personal journey for me and something that I kind of have to really, really drill down on. I think I'm going to give this a stab tonight and just see what I can come up with. I've never really sat down and done the exercise of thinking through just words that really hit me in the gut, but it seems like a pretty nice and really kind of intuitive place to start. 

[00:12:18] BM: Absolutely, absolutely. 

[00:12:20] AF: Let's go ahead and go there then. Tell us the story of what led you to Madefor. It sounds kind of like you were a little bit adrift. I mean, you sold off 50% of Toms. I’ve kind of read a bunch of articles. You’ve adopted mountain climbing and racecar driving, and there was a lot kind of things going on there that’s ultimately led you to Madefor. Share with us a little bit of that story, and let’s dig into more about Madefor. 

[00:12:39] BM: Sure. I sold half of Toms in 2014, and that was a very big moment in my life. I grew up with kind of middle-class upper, middle-class family. But, I mean, I really bootstrap Toms. I had no investors. Every penny kind of went back into building Toms. Then I got to a place where I built this company that had half a billion in sales and was helping tens of millions of people a year. I recognized that I didn't want the pressure of owning 100% anymore and that I really want to bring in some partners in to help me grow the business. Really selling half a Toms was not about getting a liquidity event but more bringing in the right partners to help grow the mission. 

Now, at that same time, I made $350 million which is more money than I would ever spend and that I could ever imagine. I pledged about half of that money to go back to helping social entrepreneurs and then growing their businesses. I’ve invested in over 30 businesses since that with that fund and have a lot of dry powder to continue to do so. But most people would say, “Oh, my gosh. You now have just this incredible wealth. You have a family. You have friends. You have been celebrated as kind of changing the way that we do business. You must've been at your all-time happiest.” 

I will say that for about a year, a year and a half, the buzz of all that really carried me through and really did give me a deep sense of feeling of happiness and excitement. That’s when I started mountain climbing and got in great shape and racecar driving and all of these things that I'd always kind dreamed of but never had the time or money to do. Well, that led to about 2016 when kind of the music stopped, as I like to say. You can only do so much of these activities, and then ultimately some of their glimmer and shine wear off. Where I found myself was I didn't feel like I had real purpose. I had neglected a lot of my kind of physical and mental hygiene, if you will. I just kind of jumping from one exciting thing to the next. 

But the biggest thing I realized, and this was a hard realization to have, is everything that was basically contributing to my happiness or well-being wasn't external thing. It was an accomplishment. It was an accolade. It was a new racecar. It was a kid. It was a wife. I mean, all these things aren’t bad but all of my joy and contentment and well-being was coming from external factors. Ultimately, I realized that that was never going to really fulfill me on a consistent and sustainable way, and so I got diagnosed with mild depression. I had trouble getting out of bed some. I was really kind of in a dark place. 

Luckily, the way that I am wired is I don't stay in those places for very long because I'm very productive. I’m very proactive. I’m very entrepreneurial. I kind of took my entrepreneurial thinking to my own mental and physical health and said, “Okay, hold on. I've done everything that my parents and society told me to do, and I kind of feel like shit.” Clearly, I missed something here, and so I’m going to start looking at who feels great, who's thriving, who's really good reporting a sense of well-being and not just based on what they say on a podcast but actually what has been scientifically proven. I really became obsessed with science or their laboratories that were studying people who are having high energy levels and sense of contentment. What I found was there were, and a lot of it was residing in this fast-growing space of neuroscience. 

I ended up meeting a gentleman named Andrew Huberman who runs a lab at Stanford in neuroscience department. I also met a gentleman named Pat Dossett who became my business partner in Madefor, and Pat was a Navy SEAL for nine years. When I met him, he had his deep fascination and drive to help all humans live better through what he had learned in the SEALS and also what he thought science could teach us. That was the beginning of me going on a personal journey to try to feel better and to have a more predictable sustainable way to kind of live with the challenges of modern living. 

Through Andrew's guidance, I started learning a lot about neuroscience. What I found was that these simple habits and practices that certain people have found a way to integrate and sustain their life actually changed the neural pathways and really provided the insulation from the challenges of modern living. Andrew started introducing me and Pat to different scientists all over the country. Some who specialized in sleep, others who specialized in human connection, others who really looked at how the body can move and how you can get older and avoid most of the typical aches and pains that people experience. I just got so excited, and so I just dove deep into this. I mean, I had a lot of free time on my hands, and so Pat and I went and met with so many of these scientists, and we started implementing and experimenting these things with ourselves. 

No surprise here, I started feeling so much better, and it had nothing to do with any external things. It was all these internal practices that I was experimenting with with myself. So much that, and this is where I think my kind of way I'm wired is to try to help people, is that as soon as I started feeling better eyes like Pat, we have to get this information out of these labs and away from just scientists and get these to every person that we know and people that we don't know. I mean, I see so much suffering going on in the United States with so many people on antidepressants, and so many people having to take sleep aids, and young people reporting highest levels of anxiety and stress. That just really hurts to see in my own backyard and in my coworkers at Toms. I mean, I see this and I experience some of this myself. How can we get this out there? 

We spent the whole summer thinking of different things. We thought of like having like a center of excellence where people could come and learn, but we realize that would be too expensive for people and when to scale. We looked at all different types of models, and ultimately we came up with let’s identify the practices and habits that had the biggest impact with the least amount of effort because we really know that people are busy. They have a lot of stuff already in their plate, and it's really hard to add one more thing. 

Our goal was actually to find 12 things. We thought just from a packaging-marketing presentation standpoint, a year-long program where you learn one new thing each month just felt right. But the science actually told us otherwise. If you ever meet my business partner Pat, I don’t know if this comes from his military background or whatever, but he is a total no-bullshit guy, and so like he was not going to squeeze out 12 when science only showed us that there were 10. The Madefor program is only 10 months, and each month we teach you in a very specific way how to learn a new habit or practice that can transform your life and most importantly how to sustain it. We developed this program. We spent another year having 1, 300 people going through a beta test, and got incredible life transformations and testimonials out of that. Then we decided to actually launch it to the public on March 4th, and we had thousands of people going through it right now. 

[00:20:15] AF: What a great time also just coincidently to launch something, I mean, right before a pandemic hits. Some people probably need something like this. You couldn’t have planned that at least I don’t think so, but it seems like a time where people really, really need something like them.

[00:20:28] BM: Yes. I mean, the one thing that has been so gratifying, I mean, there’s been so many challenging things and experiences through COVID and everything else that’s going on in the country, but the real shining light for me has been getting feedback from so many of our members of how going through the Madefor program because you do it completely in your own home. I mean, this is not something that you have to do outside of your home each month that they’ve been able to do it during the quarantine and how it's just giving them so much grounding and something very positive to work on in their life when there's so much uncertainty and stress. 

One of the other really interesting things about Madefor and it also is I think kind of very radical in this time and age. But once again, the reason we did it this way is because this is what the science told us, is the program is completely analog, so there's no digital app. There's no device telling you how you're doing. Everything you get, everything you need to learn that new habit or practice comes in a Madefor kit on the first day of the month. We found that people really appreciated that too, because there's so much digital distraction. There's so much desire for multitasking. This is a little bit of a refuge of they are committing to their own well-being. 

For 45 minutes, when they first get the kit, I mean, they open it up. It takes about 45 minutes to go through what you're going to do that month. Then usually, we’re only asking for 5 or 10 minutes of your day for 30 days to really ingrain that new habit and practice. People have really appreciated that. When we launched it that way, I will say we were like, “Gosh, this is where the science show it works.” But people are so obsessed with all these devices and all these apps. I don't know how people are going to respond. Well, we found that people loved it. Any excuse to get off their phone and turn it off or turn it in silent or work on themselves for a few minutes a day really has been well received, especially during the quarantine as well. 

[00:22:25] AF: This episode of the Science of Success is brought to you by our partners at the Business Casual Podcast. Business Casual is a new podcast by Morning Brew that makes business news enjoyable, relatable, and dare I say even fun. Host, Kinsey Grant, interviews the biggest names in business covering topics like how technology is changing the fitness industry to the economics of influencer marketing. It’s the business podcast that makes you smarter and makes you laugh. It gets that mixture of entertainment but also information. Listen to Business Casual wherever you get your podcasts today. 

[00:23:05] AF: There's so much I want to impact there. It’s difficult to even know where to begin, but it does seem like this would be a good place to go ahead and mention that Blake and his team have been kind enough to extend a special offer of 20% off on the Madefor program. We’re going to give that code at the end of the interview, but you did such a good job explaining the journey and the impact here, and I couldn't agree with all the principles you mentioned. I feel like this is a good time to just let people know that there will be a discount for Madefor presented at the end of the interview. 

[00:23:32] BM: I would say one of the things I love is an important part of habit and life transformation is accountability. I know you have a really robust community, so one of the reasons we did that. I'm excited about having that code, and so more people can afford to do it is really seeing how your community goes on this journey. I know you said that you’re going to sign up as well. It’s so exciting for me because I love seeing when people are growing and then they’re connecting to each other through that growth and sharing their experiences.

I got so many years of just incredibly joyful heartwarming experiences traveling the world, helping children get pairs of shoes that sometimes they've never had through Toms. But I can say that when I log on, we have a private Facebook community for members. When I log on and hear some of the people’s stories and shoot them a note back or a video back, I mean, there’s often – I usually do it on Sunday nights. I mean, there’s – Yeah, I definitely tear up. I mean, it’s amazing to see how people when they start to build some momentum. 

That's a big part of Madefor and that actually comes a lot from Pat’s experience as a Navy SEAL. They had this belief that you got to crawl first, then walk, then run. I believe a lot of transformation in life doesn't happen because people try to run too early. Madefor is all based on very simple baby steps to help you build momentum. As I see our members, many of them in month four right now, building this momentum, it just gives me so much joy. I'm so excited that members of your community are not only going to get to do this but they get to do it alongside each other. 

[00:25:07] AF: Yeah. Do it with me, guys. Come on. Let’s do it. Well, it’s interesting too. What have you seen around making things stick like habits and how is it working with Madefor because you mentioned a couple of things? I want to unpack some of these but I appreciate you sharing your depression diagnosis with us. As someone who also has been clinically diagnosed with depression in the past, I feel like it's in middle school, high school with crazy years a lot of emotions and things going on. 

But one of the things that I kind of realized, I had this moment like three years ago where I kind of like broke down just to be completely honest was I always really sought a lot of my self-worth from external sources, from what people thought of me, from what people – How they treated me from how people spoke to me. I had all these beliefs that if I didn't do X, Y, Z for every single person in my life, they weren’t going to love me and things would go away. 

It’s even after realizing that a lot of this happiness comes internally, I still have to make it stick, right? I’ll still find myself like going out of my way to do something because it's almost selfish because I want that validation that then makes me feel better. It’s not anything to do with who it is. In the same way like I'll go through seasons of life where I’ll sit down and meditate every day for like 30 minutes and I get like super Zen Buddhist monk and I'm listening to all this music. Then after that, I'll watch a YouTube video or read something and get really into like distance running for a while or like I bought a compound bow. I wanted to get into archery. I still never shot the thing. 

But how do we go about making things stick and what does the research that you did in developing Madefor show, because there are so many things even when it comes to our emotional and spiritual well-being or our physical well-being, mental well-being that we might start but we basically get a good week or two out of then. We might throw a little money at the self-help industry by buying some books and we’re basically the same person. How do we keep from that happening and actually make lasting change?

[00:26:55] BM: Sure. This definitely comes back to neuroscience. I would say like in terms of hobbies, I can't really speak from an educated place of like your situation with buying a compound bow and not shooting it. Hobbies is different than I would say habits and patterns. In terms of how do you make a new positive habit stick, I’ll use like hydration as example. One of our months with the basic, basic aspect of human well-being is how hydrated are you. What a lot of people don't realize is that even a 1 to 2% fall off on your optimum hydration level can be enough to affect your mood, your sleep, and your energy level. There is a very scientifically fine-tuned way to really look at hydration. We have a whole month that focuses on that, and a lot of it has to do with also like what climate you live in and how much you exercise, even what type of foods you eat. 

But I’ll use hydration as an example because before Madefor, I always thought I drink water and I would go through periods of time where I would drink a lot of water and in periods where I wouldn’t, and so it never stuck until Madefor. Part of it is and we’ve heard this many times before is you really got to focus on something for 30 days like with total commitment for it to become formed as a habit. There’s a lot of science behind that, and you can’t focus on more than one thing. You can't be trying to get, say, becoming the type of person that drinks this much amount of water every day and becoming someone who’s starting out a new fitness routine at the same time. I wish you could but that's not the way that the brain works if you want it to stick. 

The thing is with habits is by doing the same basic thing over and over and over again and, this is the most important part, having a reward mechanism, so we have a water bottle that has a built-in thing that keeps track of how much you’re drinking water. You move this bead every time you finish a bottle. You get a dopamine hit every time you move that bead because you’re like, “Oh, I'm accomplishing my goal, these micro goals throughout the day.” Then we ask you to write for two or three minutes in your journal. How did you feel? Did you have more energy than normal? Did you sleep better?

You got to do something consistently. You’ve got to see that there's a real reward in it, and that ultimately is how you form a habit. Now, the word habit is so important here because the thing is you ultimately don't ever want to have to be thinking about drinking water again. Why people don't necessarily stick to meditation is it feels like something that they’re doing. They got a scheduled time in their day, and it's like an activity is somewhat similar to maybe even shooting archery but probably a little bit easier to stick to. With things that we focus on in Madefor, these are habits that once you have ingrained them, you're probably not even going to be thinking about them. Just like you naturally brush your teeth, you’re going to naturally be a person that carries a water bottle everywhere with you because your brain knows that it feels better when you're drinking more water. 

That’s really how things stick versus become kind of these things that we try, and then ultimately fall away from. I do think you could have that happen with meditation if you are getting enough positive biofeedback and you did it at the same time every day, so it wasn't like a scheduling issue. That's one of the reasons why people don't have things like meditation stick because they just say, “Oh, I’m going to do it at some point today,” versus everything. You do it first thing in the morning. But that’s really the key to getting things to stick. 

[00:30:42] AF: Yeah. I love it and it’s such good actionable advice too, the idea of having that reward kind of built in. The example of the water bottle is just so easy to understand but it’s so true. I mean, just knowing you're going to be rewarded for accomplishing that goal or taking a step in the right direction really can help you solidify the action you need to take. I'm super curious too. I was trying to think of ways to kind of phrase this. I'm curious as to like if you could choose one habit to stick for the rest of your life, what would that be?

[00:31:14] BM: I mean, I’ve already used the water. The water one is so big and it sounds so simple. 

[00:31:17] AF: I love water, yeah. 

[00:31:18] BM: I’m not going to use that one. But honestly, I would probably say that’s the one because, I mean, 70% of our body is water. I mean, there's so much science now that says how so many people were actually chronically dehydrated and they never know it. It affects every single organ. It affects your mood. It affects your energy. But let's just give a second one then because I’ll say that's already a given now. I think the other one that has –

[00:31:43] AF: Well, here let me rephrase the question. I'll give you a little more rope here. I'm curious as to – You obviously take care of yourself, so how do you go about taking care of yourself mentally, and how do you go about taking care of yourself physically, and how has your sort of personal routines and goals and habits bled into the making of Madefor?

[00:32:04] BM: Sure, okay. I'll just say there's 10 months. There’s 10 practices. I’ll pick a mental one and a physical one beyond water that have had the biggest impact on me. The physical one is optimizing my sleep. I had read sleep books. I had listened to podcasts on sleep. But until I really got down to the science of the steps and the ways that you can really prepare for the perfect night’s sleep and then also as importantly how you wake up in a way that doesn't cause your cortisol levels to spike and to really reap the benefits of a good night’s sleep, that has had the biggest physical impact on me and definitely in terms of mood and everything. 

I mean, like when you wake up feeling refreshed, it is amazing. I mean, I love to drink coffee here and there but I used to like need a double espresso within 90 seconds of waking up. Now, I mean, I might have like a half caff or usually I’ll have some tea, but it's definitely not a need anymore. That is huge because not only do I feel better. But mentally, I'm like, “I don't need anything. I can go camping and forget my coffee and wake up and feel great and enjoy my morning.” There’s something really liberating about not having that need. Sleep was the thing physically. 

Then I would say mentally is I've always been someone who I would say feels grateful. I’ve always said – I thank people. I’ll write a handwritten note here and there. I feel like I've been really blessed in my life. I’m a grateful person. But it wasn't until we started really looking at some of the work from Martin Seligman about the power of gratitude practice. Think of gratitude practice as almost like a yoga practice or a meditation practice, and there's very specific things you can do both in thinking, writing, speaking that help you integrate gratitude into your brain in a way that’s just incredibly powerful. 

We have a whole month that focuses not just on the basics of like write three things you're grateful for today at the end of the night before you go to bed. There's nothing wrong with that, and that's a great start. But there are some really more specific things that we do that help you kind of rewire the way that you look at positive and negative events in your life. At some point through these practices, you can actually have a negative experience. Because of what you’ve done with this work, actually be grateful to it almost in the moment if not right after, because you know that in other times in your life when you had a negative experience, it ultimately had a silver lining that you couldn't see then but you could see 10 years later. 

It’s that type of detail that we get into with the Madefor program and that’s had a huge impact on me now. I mean, like literally I can – My girlfriend right now, for instance. She can literally have like this kind of emotional breakdown. If I stay calm and present, I can actually be grateful that that's happening because I know what that's doing is allowing her to open up and be more vulnerable to me and allowing me to prove my ability to stay strong and clear and with death and helping her working through something. I literally could never experience that in the past had I not learned these practices. 

[00:35:18] AF: I think it's so important. I mean, the two things you mentioned, they’re great. I mean, first of all, I'm a sleep nerd. I'm in bed usually most nights if I can by like 9:30 but I wake up at like 4:30. I mean, sleep is something I covet above all. I don't know if you're familiar with Dr. Matthew Walker, but he has some incredible research out there about sleep. He’d been on the show in the past. Great, great book. I would highly recommend his work. 

The thing – Gratitude too, it’s interesting. You talk about even being able to be grateful in the face of kind of “bad situation” because it gives you these opportunities. I think it’s an interesting example of how gratitude more so I think than a lot of skills is like a muscle. The more you practice gratitude, the more you’re going to see it. I remember there was a couple of years ago I had an internship in college. I had this mentor during that internship who just really took me under her wing. I mean, I was trying to get a – I love public speaking now. I used to hate it. It terrified me. My big project then was to present in front of like the VP of the company, and I was terrified. Day two of the internship, she had me put together some slides and go stand in Starbucks in the middle of like rush, busy time and put up these slides on a little projector and go through my presentation in front of everyone in line. They would listen. It was like terrifying. 

By the end of it, I love public speaking and I do to this day. The other day, it was actually about a year or two ago, I just called her up. I had her number in my phone, and I called her up and said, “Hey, Jamie. I just wanted to let you know this is Austin. You may not even remember me but I just wanted to let you know you made a huge impact on my life and really it's helped shape me into who I am today. Just thank you.” She broke down crying and was just like, “I don't know what's in the world but like I needed this today. My dad has been sick lately. I'm having problems at home.” It was just such a crazy thing and it was weird how I was like terrified even to do it but then it makes – Since then, I’ve always tried to express gratitude to at least one person like outwardly every single day, right? Just like strengthen them. 

Now, it’s not even weird. I felt like such a weirdo calling her, but now it's like I'm that kind of guy who’ll be like, “Hey, Blake. Just calling to let you know, man. I love you, dude, and you’re doing a great job.” Some people like really need to hear that. Some people are still going to tell you like –

[00:37:29] BM: Flex a muscle, right? 

[00:37:30] AF: Yeah. Like, “What are you smoking, Austin?”

[00:37:31] BM: You become uncomfortable the first time you did it. Just like when you go to the gym and squat and you haven’t squatted in two years. You’re going to be sore as hell, and it’s not going to be fun, and you’re going to like, “I don’t ever want to do that again.” Gratitude is the exact same way. I'm so glad you pointed that out. 

[00:37:46] AF: Yeah. It’s so important too. I mean, I think what you're doing with Madefor and what you’ve done in really throughout the majority of your career is very important because it's something that if you can lead this horse to the water and just keep them drinking, eventually they’re going to be fine and they’re going to be able to grab the reins of their own life. Eventually, I assume you after the 10 months you don't really need Madefor anymore as far as the products go. I mean, you’ve really kind of built these things into your life toward now you should be living optimally. 

[00:38:13] BM: Yeah, and I'm glad you brought that up because it's one of the things that I love is that I'm like most companies in the wellness space and I even hesitate to even say that's where we are. They want to continue selling stuff. They want to sell you stuff the rest of your life. I mean, they want to sell you another powder, another protein, another class to sign up, another retreat to go to. This once again goes to kind of the purity of how we built this. My business partner, Pat, is like, “It’s a 10-month program, and that’s it.” People are always like, “Well, what do you mean?” Business friends of mine are like, “Hold on. You have these people who are deeply committed to you, totally connected your brand, or having transformed their life experiences, and you’re not going to give them another 10 months?” I’m like, “No, because like these are the 10 things that work. This is what we do, and you graduate, and we hope that you’re experienced, and you carry it on, and you do well in the world.” But, yeah, I mean, this is not a subscription model. This is a 10-month program. I'm so glad you brought that up because I think that gets confused with a lot of the things that are out there. 

[00:39:14] AF: Yeah, absolutely. Blake, you’ve been very generous with your time. I'm going to ask just two more kind of quick questions and then I want to give the code out and then, of course, let people know where they can find you, learn more about Madefor. I’m kind of a nerd lately. I’ve always been very intrigued with time management, right? I’ve got a wife and a kid myself. Things are exploding right now in a number of fronts. We’re busier. At least I feel busier than I've ever been. But you’ve worn a ton a hats, right? Written a best-selling book, ran many massive companies, chipping social good on multiple media channels. You’ve gone on several, several media tours, so obviously a very busy individual. How do you go about planning your day to make sure you actually have time to accomplish the things that are going to keep you driving forward?

[00:39:55] BM: Yeah. It’s funny because I have a very high need for freedom in my life. If you do any of the psychological tests or Enneagram or whatever, like freedom is so key to me. But what frees me up the most is actually planning and scheduling everything. I plan when I'm going to hang out with my kids on my schedule, and it's there, and it's protected. I plan when I’m going to take time to go for a trail run. Some people that might not work for because they’re like, “I just want to like to be spontaneous [inaudible 00:40:26].” 

Now, I actually plan for spontaneity. Actually, the funny thing is I’ll plan like – My girlfriend and I are doing a trip in September. We’re just going to decide where we’re going to go. We’re just blocking off like, “We’re going somewhere and we’re going to decide a day before because we want to be spontaneous.” You can even actually plan for spontaneity. But in terms of time management, to me, the most important thing and this goes back to the question you asked at the very beginning about your why is you need to do the work to really understand your mission, your core values. Then ultimately, your core values should drive how you’re going to spend your time. If I put one of my core values, it’s family first. The role I play as being an incredible dad, well, then that needs to get factored in just as closely as I’m going to do three podcasts this week for Madefor because I want to continue to help push the mission and reach more people. 

For me, before you can really do good time management, you got to have real clarity about what your priorities and what your roles are in life, and how much time on a percentage level you want to give to those. Then after you have those percentages of that, then you can start laying out your weekly, monthly, quarterly calendar. I say just do it with incredible specificity. So then when you wake up in the morning, there’s no stress. You look at your calendar and that's what you're doing. If you don’t like it, then remember that next time you plan that. That’s the other thing is like it takes time to realize like, “Oh, that was a little too much kid time today. I really need some adult stimulation.” 

Or, gosh, me and partner, my wife, my girlfriend, or whatever, we just aren't feeling connected. Well, let’s go look at this schedule. This month, we literally only had one date night and we had one afternoon where we went for a hike. That's clearly not enough for us. So then you fine-tune it as you go, but that's a key thing for me with time management is just really plan and really schedule. 

[00:42:20] AF: Yeah, I love that. That’s a take I actually haven't heard in the past. Again, I’m going to dig into this whole figuring out my core values thing here later on tonight. You’ve given me a little bit of homework. I want to pass the baton to you and say what's the homework that you would give to anyone listening right now that they can act on this week, something that they can do to improve their lives in the next seven days?

[00:42:41] BM: Yeah, this is something with an easy answer because it’s something I committed to last September for the first time, and it has a huge impact, and that is commit to a morning routine. Now, your morning routine could be five minutes or it could be an hour. Mine is about 45 minutes now, but it is something that I am pretty religious about. Now, I would say with some self-compassion I probably do it five out of seven days a week but I try to do it all seven days. It’s just things happen. But having a morning routine I think is – Once again, we talked about building a momentum in your life. Building momentum in your day is so powerful. 

My morning routine is, once again, I wake up. I do not use a phone, so I have no distraction. I use an alarm clock, and that’s something we get into with Madefor. My alarm clock goes off. I get up. I do not look at my phone until my morning routine is done, so nothing can distract me from my morning routine. The only thing that distracts me is sometimes my kids wake up earlier than normal. Now, I’ve got that pretty dialed now. The earliest they’re waking up is 6:30. If I started 5:40, I can get my routine in. 

My routine is to do three cups of tea. I have this beautiful teakettle that I make some beautiful tea. I pour myself three cups simultaneously. I do it in silence and I really just allow the day to come to me, me to be open to the day. Then I usually do about 5 minutes to maximum 20 minutes of breath work or meditation, depending on what your practice is. For me, I’ve been doing a lot of breath work. I feel that’s as energizing as the meditation and also clears my head. Then if I have enough time, the kids haven’t gotten up, I try to write my journal for five minutes, maybe some gratitude stuff or what I'm working on that day or an idea that came to me. A lot of times, I get great ideas when I'm doing meditation and breath work I think because I’m so clear. Then I’m done. 

Then the kids get up. Maybe I then start checking email. I just get going. But having a morning routine has made a huge difference in my life, and that's something that we don't necessarily bake into the Madefor program. There's pieces of my morning routine that you learn through Madefor, but an actual morning routine is something that I think everyone can deeply benefit, and you can start tomorrow. 

[00:44:59] AF: I love it. Yeah, being a morning person myself, I definitely rely on my morning routine to keep me sane throughout the day for sure. Blake, thank you so much for all the time. This has been incredible. Where can people find you or learn more about Madefor, about your work in general, and interact with you?

[00:45:16] BM: Yes. The place to learn about Madefor or to sign up is that getmadefor.com, so G-E-T-M-A-D-E-F-O-R.com. Like you said, we have created a special code for your community. It’s MF SUCCESS. If you put in MF SUCCESS at check out, you’ll get 20% off the program. Where you can find me personally is on Instagram. That's pretty much the main outlet for social media and riffs and thinking I have on a daily basis.

[00:45:46] AF: Awesome. Yeah, we will definitely link that code on the show notes page as well. I love what Deborah did there with MF SUCCESS, Madefor Success. Pretty clever stuff there. Cool. Well, Blake, thank you so much for coming on the Science of Success. It’s been great talking to you and thank you for all the wisdom you shared today. 

[00:46:02] BM: Awesome. Have a great day, Austin. Thank you very much. 

[00:46:05] MB: Thank you so much for listening to the Science of Success. We created the show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an email. My email is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I'd love to hear from you, and I read and respond to every single listener email. I'm going to give you three reasons why you should sign up for our email list today by going to successpodcast.com and signing up right on the homepage. There are some incredible stuff that’s only available to those on the email list, so be sure to sign up, including an exclusive curated weekly email from us called Mindset Monday, which is short, simple, filled with articles, stories, things that we found interesting and fascinating in the world of evidence-based growth in the last week.

Next, you’re getting an exclusive chance to shape the show, including voting on guests, submitting your own personal questions that we’ll ask guests on air, and much more. Lastly, you’re going to get a free guide we created based on listener demand. Our most popular guide, which is called How To Organize and Remember Everything, you can get it completely for free along with another surprise bonus guide by signing up and joining the email list today. Again, you can do that at successpodcast.com. Sign up right at the homepage. Or if you’re on the go, just text the word smarter, S-M-A-R-T-E-R, to the number 44222. 

Remember, the greatest compliment you can give us is a referral to a friend, either live or online. If you enjoyed this episode, please leave us an awesome review and subscribe on iTunes, because that helps boost the algorithm that helps us move up the iTunes rankings and helps more people discover the Science of Success. Don't forget, if you want to get all the incredible information we talk about on the show, links, transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com just at the show notes button right at the top. Thanks again and we'll see you on the next episode of the Science of Success.

July 28, 2020 /Lace Gilger
Influence & Communication
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The Greatest Superpower You Already Have with Michael Bungay Stanier

July 16, 2020 by Lace Gilger in Influence & Communication

In this episode, we share some incredible insights into how you can improve your life, improve your thinking, and why advice so often gets it wrong with our guest Michael Bungay Stanier.

Michael Bungay Stanier is a leading expert in teaching organizations around the world about being coach-like as essential leadership behavior. His book The Coaching Habit is the best-selling coaching book of this century, with over 700,000 copies sold and 1,000+ five-star reviews on Amazon. In 2019, he was named the #1 thought leader in coaching and was shortlisted for the coaching prize by Thinkers50. Michael is also the founder of Box of Crayons, a learning and development company. His newest book, The Advice Trap, focuses on what it takes to stay curious a little bit longer and tame your Advice Monster.

  • Managers, leaders, and humans need to change their behavior to be more curious for longer and rush to advice-giving more slowly. 

  • “There is a TON of research that curiosity is a superpower"

  • Everybody gets that in theory.. but in practice it’s much harder. 

  • Think about how much bad advice you get daily. 

  • Advice is usually missing context, specificity, or isn’t quite right. 

  • We are almost schizophrenic about the way we give advice - we love giving other people advice, but 

  • Advice is important, but it’s our response that needs to change - we jump in and give the wrong advice or we give advice too soon. 

  • There are 3 ways that advice often goes wrong. 

  • If the person you're talking to doesn’t know what their real problem is, then the chances of your advice solving that problem are pretty minimal. 

  • Your advice isn’t nearly as good as you think it is. 

  • We have TONs of cognitive biases tricking us into thinking we’re smarter than we are. 

  • The more sure you are that you have great advice, the more likely it is that your advice is not that strong. 

  • Advice, in some ways, is condescending

  • Even though you have the answer, what might be the most powerful way to help someone could be to allow them to find the answer for themselves.

    • Help people develop accountability and self-sufficiency 

  • Advice is a massively overworked muscle for most people. 

  • We have a lot of very smart people in the world, working very hard, trying to solve the WRONG PROBLEMS. 

  • School, university and early career - it’s reinforced that you have to have the answer to add value, but the more you study leadership - you start to realize that your answers aren’t that great, and it’s more about great questions and helping people find the answers for themselves. 

  • One of the most powerful questions you can ask as a manager or leader is the FOCUS question:

    • What’s the real challenge here for you?

    • This question helps swing the spotlight from the challenge to the person - it stops being about the external issue, it starts being about why it’s hard for the person you’re talking to. 

  • Powerful questions give the people you work with the opportunity to learn, grow, and get smarter.

  • Asking questions and holding space for those you work with allows them to become more competent and more confident. 

  • Be more coach-like. How can you stay curious just a little bit longer?

  • Curiosity feels a bit touchy-feel and soft - but the reality is that it’s one of the most powerful leadership skills you can cultivate. 

  • Curiosity fuels 3 leadership virtues:

    • Mindfulness

    • Humility

    • Empathy

  • Another POWERFUL question to ask yourself:

    • "What do I know to be true?"

    • It’s really powerful to understand what’s actually going on instead of what you think is going on. 

  • Ask yourself: “Who am I at my best?"

  • Don’t give people the answer, help them find the answer for themselves. 

  • Leaders should provide a balance between certainty and curiosity.

  • Curiosity opens up the power of agility, creativity, and possibility. 

  • In times of stress, we have to be thinking BETTER - and curiosity is a key component of that. 

  • “Slow-motion multi-tasking” and using the power of creative incubation to get powerful new insights on the projects you’re working on.

  • Different moments require different leadership styles. 

  • The 3 personas of the advice monster

    • “Tell It"

    • “Save It"

    • “Control It"

  • False beliefs about giving advice:

    • Do you think that, as a leader, you need to have the answer to everything? 

    • Do you think that you’re responsible for everyone and that you must rescue everyone?

    • Do you think that the way to succeed is to never give up control?

  • All three of these false-beliefs set impossible standards for you to achieve or attain. 

  • Giving advice in some way conveys that you think you’re superior to the other person - it diminishes them. 

  • How do you tame your advice monster?

  • The difference between easy change and hard change. 

    • An easy change is adding content to what’s already there. 

  • What will you say no to now, so that you can say YES to in the future?

  • Become a connoisseur of great questions and collect them as you come across them. 

  • How do you become more curious? Start asking questions. Just start asking. Plunge into the action immediately, just ask the question and then shut up and listen to the answer. 

  • People grow and learn when you allow them to reflect? 

  • Powerful Questions

    • STRATEGIC Question: What will you say no to now, so that you can say YES to in the future?

    • FOCUS Question: What is the real challenge here for you?

    • LEARNING Question: What was the most useful or most valuable here for you?

  • When should we give advice?

    • Less often than you think. 

    • It’s very situational.

    • Give advice after curiosity has run its course. 

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Michael’s Website and LinkedIn

  • Box of Crayons Website, Facebook, and Twitter  

  • The Coaching Habit

  • The Advice Trap

Media

  • Forbes - “The Secret To Engaging Your Team In An Era Of Distance And Distraction” by Nihar Chhaya

  • Instructional Coaching Group - “Five Ways to Be More Coach-Like, From Michael Bungay Stanier” by Geoff Knight 

  • The Growth Faculty - “GREAT IDEAS: THE COACHING HABIT BY MICHAEL BUNGAY STANIER {INTERVIEW}” By Karen Beattie

  • Muckrack - Articles Directory for MBS

  • The Coaching Tools Company - “BOOK REVIEW: "The Coaching Habit" by Michael Bungay Stanier”

  • Growth Lab - “How to publish a book on Amazon (and sell over 100,000 copies the SMART way)” by MBS

  • Huffpost - “You Need a Coaching Habit” by MBS

  • Blinkist Magazine - “What A Great Coach Reads: Michael Bungay Stanier’s Favorite Books” by Natallia Darozhkina

  • Steven Pressfield “Michael Bungay Stanier” By Callie Oettinger (interview from 2010, pretty interesting glimpse of back in the day)

  • [Podcast] Meeting Strategist - Coach-Like Leadership in Times of Crisis, with Michael Bungay Stanier (Mar 16, 2020)

  • [Podcast] LEADERS GET REAL - Guest: Michael Bungay Stanier - author of The Advice Trap

  • [Podcast] First Time Facilitator - Why being “barely adequate” is a smart strategy for First Time Facilitators with Michael Bungay-Stanier (Episode 106)

  • [Podcast] ELEVATE WITH ROBERT GLAZER - Michael Bungay Stanier on Coaching and The Advice Trap

  • [Podcast] Whitney Johnson: Disrupt Yourself Podcast - Michael Bungay Stanier: Build Stronger Teams Through Coaching

  • [Podcast] The Art of Manliness - #264: How to Coach People in Business, Sports, and Life

Videos

  • TEDxTalks - How to tame your Advice Monster | Michael Bungay Stanier | TEDxUniversityofNevada

  • Talks at Google - Michael Bungay Stanier: "Do More Great Work" | Talks at Google

  • Box of Crayons YouTube Channel

    • How to ask a great question

  • Productivity Game - THE COACHING HABIT by Michael Bungay Stanier | Core Message

  • Learning Technologies - Michael Bungay-Stanier : The Guide to Effective Coaching in 10 Minutes :Learning Technologies 2013

  • Optimize - Optimize Interview: The Coaching Habit with Michael Bungay Stanier

  • Inspire Nation - ★ 7 Questions to Get Yourself Inspired! | Michael Bungay Stanier | The Coaching Habit

  • Book Video Club - "The Coaching Habit" by Michael Bungay Stanier - BOOK SUMMARY

  • Rich Litvin - Rich Litvin & Michael Bungay Stanier Interview

  • Mindful Communication - Mindful Communication Podcast - The Advice Trap with Michael Bungay Stanier

    • 5 Best Ideas | THE ADVICE TRAP | Michael Bungay Stanier | Book Summary

Books

  • The Advice Trap book site

  • The Advice Trap: Be Humble, Stay Curious & Change the Way You Lead Forever by Michael Bungay Stanier 

  • The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever  by Michael Bungay Stanier

  • Do More Great Work.: Stop the Busywork, and Start the Work that Matters  by Michael Bungay Stanier, Seth Godin, Michael Port, Dave Ulrich, Chris Guillebeau, and Leo Babauta

  • End Malaria by Michael Bungay Stanier

  • Great Work Provocations: Short, sharp shots of inspiration  by Michael Bungay Stanier

  • Get Unstuck & Get Going...on the stuff that matters  by Michael Bungay Stanier

Misc

  • [Article] HBR - “Leadership That Gets Results” by Daniel Goleman

  • [SoS Episode] How To Master Emotional Intelligence & Why Your IQ Won’t Make You Successful with Dr. Daniel Goleman

  • [Video] TED - A powerful way to unleash your natural creativity | Tim Harford

  • [Podcast] HBR IdeaCast / Episode 651 The Power of Curiosity

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

In this episode, we share some incredible insights in how you can improve your life, improve your thinking and why advice so often gets it wrong, with our guest, Michael Bungay Stanier.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word smarter, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous wide-spanning interview, we discussed the founding of a multi-billion dollar public company, the inside baseball of what it takes to build a truly massive business and we dug into some of the biggest questions in life, how do we deal with the problem of evil, how do we merge science and spirituality and much more with our previous guest, Scott Shay.

Now for our interview with Michael.

[00:01:38] MB: Michael Bungay Stanier is a leading expert in teaching organizations around the world about being coach-like as an essential leadership behavior. His book The Coaching Habit is the best-selling coaching book of this century with over 700,000 copies sold and a 1,000 plus five-star reviews on Amazon. In 2019, he was named the number one thought leader in coaching and was shortlisted for the coaching prize by Thinkers 50. Michael also is the founder of Box of Crayons, a learning and development company. His newest book, The Advice Trap, focuses on what it takes to stay curious a little bit longer and tame your advice monster. Michael welcome to the Science of Success.

[00:02:19] MBS: Matt, I’m happy to be here. Thank you for having me.

[00:02:21] MB: Well, we're so excited to have you on the show today. I’d love to dig into this topic, because it's such a fascinating one and something that is really relevant, personally for me for sure, but for everyone is how do we tame our advice monster? Before we even get into that, what is an advice monster?

[00:02:38] MBS: Well, I love you asking that, because actually as soon as I start explaining it, everybody's going to know exactly what I’m talking about. To take one step backwards before we step forward, I would say that if I’ve got one key message that I am banging a drum about and waving a flag about and jumping up and down about it's this; I’m looking for a behavior change amongst managers and leaders and human beings to stay curious a little bit longer and rush to action and advice giving a little bit more slowly. This is what I mean to be more coach-like.

There's just a ton of research and evidence anecdotally and scientific that says curiosity is a bit of a superpower. If you can stay curious longer, you win, they win, the organization wins, we all win. Now everybody gets that in theory. In practice, we're not that great at being curious and part of our problem is our advice monster. This is what it feels like. Somebody starts talking to you, and even though you don't know that person particularly well and you don't really know what they're talking about and you don't know the people involved and you don't really understand the context and you definitely don't know the technical specifications and you don’t know the culture from which this thing is happening in, nonetheless after about 10 seconds, your advice monster looms up out of the dark and goes, “Oh, or you're going to add some value to this conversation and you've got ideas and opinions and advice and solutions and insights and actions that you are desperate to share.”

People recognize this, because they've been on both sides of the equation. They've been that person who's like, “Oh, no. I’m triggered and I’m instantly wanting to tell people what to do.” You've also been on the other side of the conversation, where you start telling somebody something and after five seconds, they have the audacity to start offering up some random piece of advice that they've just thought of. That's the advice monster and that's what we're about trying to tame your advice monster.

[00:04:32] MB: That's great. I think we've all had that experience. It's so funny. I love the way you describe it, because when you're the one giving the advice it's so easy to fall into that trap of oh, they need to hear this and this and this. Then vice versa, as soon as someone starts giving you advice, you shut down, or you just, “Oh. Yeah, no. That's not going to work. I don't need to hear that.” You know what I mean? You immediately start discounting it substantially.

[00:04:54] MBS: Just think of how much bad advice you get on a regular basis, whether it is jumping onto LinkedIn and going, “Oh, here's the people randomly pontificating about stuff,” or people who are generally your friends or colleagues and they're trying to help you out. If you think about it you’re like, “Oh, most of that advice isn't quite right, or isn't quite on point, or isn't quite useful, or is completely unuseful.”

Then even the stuff that you try, it doesn't even work that well. That's frustrating in terms of the advice that you get. We forget to realize that that's actually how people feel about our advice as well. Matt, it is worth saying that what I’m not trying to go on about here is to say never give advice, because that is – obviously, that's ridiculous. Advice is a key part of how we work, how we communicate, how we operate, how organizations and civilizations progress. It's not about advice. Advice is fine. Advice is important. What I’m trying to deal with is our default response to wanting to leap in and give ideas and give opinions and give solutions. That's the advice monster, that leaping in and trying to help every time.

[00:06:04] MB: You said something really important, which is that advice a lot of the time, especially when you jump in without really more deeply understanding everything often lacks context.

[00:06:16] MBS: Well actually, there are three ways advice goes wrong. I’ll go through one by one. The first is this, you don’t have any idea what the real problem is. You're busy trying to solve the wrong thing, because you don't have context. It's not just you, but the other person who's brought this thing to the table probably hasn't articulated the problem in a way that as clear and as insightful and as real as they might have. Often, they don't know what the problem is.

If they don't know the problem, what are the odds of you providing advice to solve the real problem? Pretty minimal. Even if, let's just say miraculously, somehow you've actually figured out what the real challenge is, it's the thing that if you could solve this, it will make a difference. Let's say that's the scenario.

Well, here's the second way that advice goes wrong. Your advice isn't nearly as good as you think it is. If you're listening to Matt in my conversation you'll go, “Yeah, Michael. I know that is true about other people's advice, because frankly that’s terrible, most of it.” My advice is actually pretty amazing. What you need to do and I’m sure there are some episodes on this is to go and listen to people talking about cognitive biases, because we have a ton of them all designed to make us feel that we're smarter than we actually are.

In fact, the more sure you are that you're smart and you have great advice, the more likely it is that you're actually not that great and your advice is not that strong. Even if, Matt, we go okay, let's say that you've somehow got the right challenge and you have a piece of gold dust advice, a really helpful, useful, powerful solution that could make all the difference, then you have this leadership moment, a leadership crossroads where the question, or what's at risk, what’s at play is this, on the one hand, you could be the person who provides the fast, right answer. In doing so, disempowers other person. In doing so, says the other person, always come to me and says to the other person, don't think, don't try and do it. Says to the other person, “By the way, I’m a little bit better than you are.”

Or you can say to yourself, “You know what? Even though I have the answer, what might be most powerful right now is to help them figure out how to find out the answer themselves,” because even if their answer is not quite as good as mine, it's probably good enough. The benefits that I get from that, they feel empowered, they feel smarter, they feel more autonomous, more competent, more confident can make all the difference to how you lead and the longer-term game that you're playing, which is you want to have people in your life who are confident and competent and self-sufficient and autonomous and all of those good things.

[00:08:59] MB: That's such a great point. I love the insight. It's funny, because if you think about it, it really comes from if you look all the way to people like Buddhist monks and teachers of Eastern religion up to something as simple as parenting, often the strategy is to help someone, or give someone a little bit of guidance, so that they can find the answer for themselves. In many ways, that's if you read stories about how Buddhist monks and stuff like that teach, that's often how they do it. They don't give you the answer. They force you to find the answer for yourself. It's such more powerful.

[00:09:30] MBS: I mean, it's a classic. Teach a person to fish, rather than giving them fish. It's a much more generative act. Now there are times when you need to give the person the fish, just to keep saying that. There's times when advice is the right thing to do. It's just a massively overworked muscle for most of us.

We're recording this at the time of crisis. COVID-19 is going on, so it's part of that cyclical part of life that all hell breaks loose. I was thinking back to the last significant crisis that showed up, which was the financial crisis back 12 years ago in 2008. One of the people I’ve come to know recently is a guy called Alan Mulally, who was the – he was very senior in Boeing and then he moved to Ford during the financial crisis to save Ford. He was the first CEO that wasn't a part of the Ford family.

At the time, Ford was losing 17 billion dollars a year. I mean, it's like, how much money is that? It’s 300 million dollars a week that they're losing. If ever there's a moment when if you're the CEO you want to be giving you advice, it would be coming into that sinking ship. For what's really distinctive about his leadership style is he said, “Look, my job as the CEO even when I thought I knew I had the best answer was really to never give the answer.” It was about making sure accountability and self-sufficiency and confidence rested in the right level of the organization, so the problem got solved in the place where it needed to get solved.

If you read his biography, he's got these great stories about going, “Yeah. Even as we were burning cut loads of cash, his job was to hold the meeting and create the space and ask the questions and not actually provide the answer.”

[00:11:19] MB: It's funny. I’ve heard a couple people recently say that that biography is awesome, so I’ll definitely have to add that to my list to check out.

[00:11:26] MBS: Yeah, and he's a very nice guy. I mean, he is one of those – if you like Jim Collins’ work, Good to Great, he's one of those level five leaders. Fairly quiet. Not super brash. Not a CEO superstar. But just absolutely committed to the two engines of successful organization, which is impact and efficiency, and also engagement and empowerment.

[00:11:49] MB: Really interesting. Well, I want to come back to something you said a second ago that I thought was another really great takeaway, which comes back to the idea of advice, which is this notion that oftentimes the person describing their problem, or challenge to you may not even themselves understand what the real issue is. The fact that you're trying to give them advice on that surface level manifestation almost guarantees in many cases, or makes it extremely likely that the advice probably isn't going to be very helpful.

[00:12:22] MBS: Right. This is part of our challenge, which is we've got a lot of very smart people in the world working very hard trying to solve the wrong problems, because the reason we have an advice monster, well there's a number of reasons, but one of them is we've spent our lifetime being rewarded for being the person with the advice. From school to university to our early career, it's all about do you have the answer? Are you a subject matter expert? Have you passed the test?

We've had a lot of training and a lot of reinforcement to say, have the answer, have the answer, have the answer. That's how you add value. It's really clear that effective leaders are the ones who recognize, actually my answers are probably not that great. Even if they are great, they may not be the best thing for me to be doing. The best thing I can do is to shift how I think about my role from the provider of the answer to the person who helps us figure out what the real challenge is.

In my earlier book, The Coaching Habit, I talked about these seven questions that anybody can start using and it will make them a more effective manager, leader, human being, because this is isn't just about a corporate setting. This is if you interact with other human beings, this stuff rings true. One of the most powerful questions and the one that's really been taken up and used by lots of people around the world now is the focus question. The focus question is this, what's the real challenge here for you? The way that is built, the way that's constructed actually matters.

Let me break this down, because I know people like a good practical tip. This may be one of the questions you want to add to your repertoire. What's the real challenge here for you? If you just ask somebody, “Okay, what's the challenge here?” It's not a terrible question, but you're likely to get a bit of a high-level executive summary of what's going on. Somebody comes in and goes, “Blah, blah, blah,” and you go, “What's the challenge here?” They'll go, “Blah, blah, blah.” They'll repeat what they've just told you.

The question becomes better as soon as you say, “All right. What's the real challenge?” Because now you're saying to them, “Look, there's more than one thing going on. This is a complex situation. I want you to think about this. Of all the things that are there, what do you think the real challenge is?” Now you're forcing them to be smarter. You're forcing them to prioritize. You're forcing them to get to the heart of the issue, the systemic problem. The question becomes even more powerful when you add the phrase, “for you” at the end of the question. What's the real challenge here for you?

Because the magic that happens here is that the spotlight swings from the problem to the person solving the problem. Now it's not, “Hey, Matt. What's the real challenge with this issue?” But you're like, “Matt, what's the real challenge here for you with this issue?” It stops being about the external issue and it starts being about why this is hard for the person you're talking to. Two amazing things happen here. The first is you are giving them an opportunity to learn and grow and get smarter.

They actually become level up in terms of their own capacity and you also solve the actual problem. You get this double benefit of solving the real issue and helping the person get smarter by the way that they've solved it.

[00:15:40] MB: That's such a great insight. The notion that we need to unlearn the conditioning from school and our early careers that we have to have the answers, the reality is that as leaders, it's often best to do the opposite of that. Both by asking questions and holding the space for other people, you give them the opportunity as you said, to learn to grow, to get smarter and to ultimately find better solutions.

[00:16:07] MBS: I mean, this way we talked about this definition of being more coach-like is to say look, can you just stay curious a little bit longer? I’m not talking hours, or days, or weeks. I’m going, “Look, I’ll take two minutes.” If you can prolong your opening conversation with two minutes of curiosity, it can be interesting to see how those conversations shift. I think you'll be stunned.

[00:16:30] MB: I’d love to dig in it a little bit on something you mentioned at the very beginning of the conversation now that you brought curiosity back up. Tell me a little bit more about the superpower of curiosity and even maybe some of the research behind it, if you know of any.

[00:16:41] MBS: Sure. Well, what they find is it's easy to sideline curiosity, because it feels a bit touchy-feely. It feels a bit like, “Oh, that was great when I was eight. I was meant to be exploring the world.” Now I’m a grown-up. I’ve got to get stuff done. I’ve got to be focused on what matters. I’m going to try and pursue what actually needs to happen here.

There was a relatively recent issue in 2019 of the Harvard Business Review dedicated entirely to the power of curiosity. This is if people are looking for a resource, that's a really great place to start, because there's seven or eight strong articles about the power of curiosity and the research behind it. What you find is that when you have people building curiosity into the way that they work, the impact of that actually moves up and down an organization. When you are working with curiosity, it allows the person you're working with, it allows them to become more confident, more self-aware, more self-sufficient.

There's a way that curiosity fuels three virtues for you potentially as a leader. There's I would say, mindfulness, humility and empathy. Let me just talk briefly about what I think those three virtues are. Those are three words that come with a lot of baggage, but I’ll give you my quick definitions of them.

I think empathy is being more other aware, so you're more conscious of the other person and what's going on for them. Mindfulness is being more situationally aware, or more reality aware. You're better aware of what's actually going on around you right now. Humility is actually being more self-aware, understanding who you are, not just your flaws and your messiness, but your complexity and your strengths and that whole mix together. Curiosity allows you to step forward into empathy and humility and to mindfulness, because when you stay curious, you are able to understand the other person more, because you haven't rushed to action, or advice, or telling them what to do. You're staying curious about what the real challenge is for them. You get to know more about who they are.

When you are more empathic, you better understand the other person across the table, or across the Zoom screen from you. With mindfulness, if you're willing to ask yourself and here's the powerful question around mindfulness, what do I know to be true? It actually allows you to be more grounded in terms of what's actually happening in a situation. If you think to yourself, for me as a leader, it's really powerful to understand what's going on, rather than what I have made up is going on, what's my judgment based on the facts, then that curiosity around, “Well, what is true? What do I know to be true right now,” is very grounding and very clarifying in terms of these are the facts, here's the data and then here's the cloud of opinion and judgment and feelings that I’ve got that swirl around that.

It's another good coaching question around, so who am I at my best, is a great question to reflect on for humility. I know who my best doesn't quite seem to fit with people's idea of humility. If you take humility as being more aware of who you are in a grounded, realistic way, then it's about actually going, so who are you at your best and what are your strengths and how do you play to those strengths?

Well, I think if you find that you are more aware who you are and you're more aware of who the other people are and you're more aware of what reality is, you're inevitably going to make better decisions and more courageous decisions, because you have a clearer eye view of exactly what's going on from three different perspectives.

[00:20:31] MB: I love all these questions. To me, one of the most important leadership skills has always been exactly what you're describing, this idea of awareness and acceptance of what's actually true about yourself, about the world, about the situation. To me, that is one of the most important skills in being successful in anything.

[00:20:50] MBS: Yeah. That then scales up to being important at a team level at an organizational level. There's a lot of talk at the moment, particularly around resilience and the need to be resilient. Well, what people want in their leaders is a balance between certainty and curiosity and finding that appropriate mix. In times of anxiety and stress and uncertainty, then people tend to default to even more certainty than before. Just tell me what to do. Just tell me what's happening. Just give me the answer.

Or if you're on the other side it’s like, “I’m just going to tell you stuff. I don't even know if it's true. I’m just trying to create certainty around here.” Obviously, there is a place for certainty. We look to our leaders and we go, actually, give me clarity here because my amygdala, that lizard brain, I don't like uncertainty. It's swirling at that moment where I’m like, I don't know what's happening. I don't know what the facts are. I’m anxious and I’m worried. The brain, that reptilian brain craves certainty. You have to find a way of giving it enough certainty to calm it down.

Curiosity is what opens up the powers of agility and the powers of possibility and innovation and creativity. If you think to yourself in times of stress, we have to be thinking better and in a more open way and in a more creative way, so we can find the next path and the next solution and the next business model and the next way of working, then that's when you need and want curiosity as well.

[00:22:26] MB: That's a great insight too. On times of stress, we have to upgrade our thinking. We have to think as clearly and creatively as possible and curiosity is such an important component of that.

[00:22:36] MBS: Yeah, and in times of stress, our brain is going the opposite.

[00:22:39] MB: That's right.

[00:22:39] MBS: It’s going, “Shut down, shut down. Narrow your vision.” Everything's black and white. Everything's fight or flight. I mean, in times of stress, it's hard to realize this because you are you, so you don't really see it the difference, but you're just thinking less well. You are just not as smart as you are when you are less stressed and able to be more open and be more subtle about what you see.

[00:23:04] MB: To me, that comes back to one of the things that I’ve seen so much in the research and I’ve heard many, many times is the importance of having some what they often call in the science, contemplative routine as part of your life, to give yourself an ability to step back, to think, to get more clarity on the situation, instead of being just stuck in a constant state of reactivity.

[00:23:25] MBS: I mean, you've talked to a lot of people, so you must have heard about a lot of people sharing their contemplative routines. What are some of the ones that you've heard most often and seem to really work for people?

[00:23:36] MB: I think it could be something as simple as I think meditation is a component of it. I don't think it's the whole solution. Just because I think you need to – I’m a huge fan of meditation, but I think you need to couple it with some journaling practice. To me, without going super deep on this, because I want to get the insights from you, turning the tables a little bit, but to me, one of the most powerful strategies is harnessing what the neuroscience calls creative incubation and essentially, planting ideas, or questions, or challenges in your mind and then consciously shifting your focus away from those for a period of time, whether that's sleeping, working out, whatever, and then returning before you get mired in e-mail and text and crises and all the stuff and just spending 10 or 15, maybe 20 minutes journaling about that challenge.

There's a ton of neuroscience around all the creative process that's unlocked by doing that. To me, leveraging that practice even once a week, or a couple times a week, or whenever you have a big challenge is such a great way to get tremendously powerful insights and get a little bit of distance from the challenge you’re dealing with.

[00:24:38] MBS: There’s a writer called Tim Harford. He’s a UK guy; has a number of really brilliant podcasts and a number of really great TED Talks as well. In one of his TED Talks, he talks about slow motion and multitasking, which is to have a series of projects on the go, and moving between the different projects, because what you allow is effectively that incubation. You work on one project and when you get stuck, you move on to the next project. When you get stuck, you move on to the next project.

There's a cross fertilization that happens in between the different projects. There's that incubation process, which is like, “I’m not actively thinking about project A. But even as I work on project B and C, part of my brain has taken away, so when I come back to project A, stuff has shifted and stuff gets unlocked.”

[00:25:27] MB: I love that term. I haven't heard that before, but I’ll definitely have to check that out and maybe we'll get him on the show, because that's a great insight.

[00:25:32] MBS: He's so articulate. He was a debating champion as a kid and a public speaking champion as a kid. He is smart and funny.

[00:25:40] MB: That's great. I was a debater in high school too, so maybe we'll have something to chat about. I really want to come back to this core theme that you've shared to me is just such a powerful learning, that this idea that instead of – and we're using the example of being a leader, being a manager, being an entrepreneur and whatever, but it applies so many areas of your life. Instead of focusing on being the person that always says the answer is commanding everyone, some of the most powerful leaders and even especially really in times of crisis, the people who really create the best results are the people who are focused on being humble, being curious, being mindful about the situation and trying to figure out how can I get the most information possible and how can I empower other people to grow, to learn, to become smarter, to become more confident and help them find the answer for themselves, as opposed to me just giving it to them?

[00:26:29] MBS: Yeah. I mean, there's an article Daniel Goleman wrote and it's in the Harvard Business Review about 20 years ago, so I think the year 2000. The article is called Leadership that Gets Results. He actually did a cross-country, cross-sector survey and found six leadership styles emerging. Actually came to the conclusion that the best leaders know how to use all six at the appropriate time. Typical leaders tend to use two, maybe three.

You don't want to walk away from here going, okay, at all times and every way I should just ask questions, because you'll become very annoying, and an inefficient leader and influencer, because this isn't just about leading a team. It's about how you interact with humans. It is about knowing that different moments require different mixes of leadership styles. It's also knowing that your curiosity and that coach-like approach to being a leader is your underutilized leadership skill right now. You default to certainty, you default to direction, you default to giving answers, and learning how to attain that advice monster and stay curious a little bit longer is the powerful step to take.

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[00:28:57] MB: Let's bring that back then to some of the different personas that the advice monster can manifest in people's lives.

[00:29:05] MBS: Perfect. Yeah, there's actually three. When we talked about that the first reason why we have an advice monster, which is practice, it was when a lifetime being rewarded and encouraged to be the person with the answer. There's a way that our advice monster there has deeper roots than just that. The three advice monsters are tell it, save it and control it. I’m going to go through each one of them.

If people are interested to know which advice monster is most real for them, there's actually a quiz, a questionnaire people can take at theadvicetrap.com. There's 20 questions, or maybe five minutes. You'll actually get a reading on which advice monster is strongest for you. You'll probably figure it out as you listen to me explain them, so here we go.

Tell it. Tell it is the noisiest of the three. Tell it basically persuaded you that your job and in fact, your vital job is to have all the answers. I mean, you need to have all the answers. In fact, if you don't have all the answers to everything, you are failing. Of course, it's actually impossible to have all the answers to everything, because even the answers you think you do have are not that great and the answers that are good, honestly people can just look up on Google anyway. That's what the advice tell it has persuaded you. That's your job. You don't have all the answers, you will fail.

The second advice monster or persona of the advice monster is save it. Save it is softer, whereas pastels put its arm around you and going, your job is you're responsible for everybody. I mean, you need to rescue everyone. You can't let anybody stumble, or struggle, or fail, or get it wrong. In fact, your job is to make sure everybody is protected and safe at all times. If anybody finds it difficult at all, you have failed. Now because you haven't picked it up, it's just impossible to do that as it is to have all the answers, but this is this advice monster, which is the save it piece. I’m a happy child free man, but parents I’ve heard particularly resonate with this one.

Then the third of the advice monsters, which is the most subtle of the three is control it. Control it has convinced you that the way you succeed, the way you win is to never give up control. I mean, keep your hands on the wheel at all times. Don't let others in. Don't share responsibility. Don't share power. Make sure that you manage and micromanage from start through the middle, or to the finish on everything, because if you give up control even for a moment, all hell will break loose, chaos will arrive and you and all will fail.

All three of these advice monsters, they're going, “No, no. You've got to jump in and give the answer, because the alternative is chaos. The alternative is failure. Now as I described those, I hope you're seeing that they actually set impossible standards. They're actually attached to if you want to get fancy about it, ego states, that sense of having the high status, having the right answer, being the rescuer, the savior, being the person who's in control at all times. That gives us some short-term wins. Look how smart I am. Look how much I care about everybody. Look how in control I am.

The short-term wins start to pale against the immediate cost to you, which is you're exhausted, you're got an impossible task, you're disempowering other people, you're effectively saying, “I’m better than you. You're not up for this. I need to take control here.” The price you pay and the price they pay and the price your organization pays far outweighs those short-term wins that you're getting from letting your advice monsters loose.

[00:32:40] MB: That's such a good insight and that's something you touched on that earlier too and I had a note to follow up on, because I think it's a very subtle part of giving advice that we often miss, which is there's a subconscious message that's being conveyed, which is, “I’m better than you. I’m smarter than you. You can't handle it. You can't do it.” Tell me a little bit more about that.

[00:33:00] MBS: If you are on the receiving end, or somebody who every time you go and talk to them goes, “Here is my answer and my answer is the right answer,” and just act on my answer, the message you're getting is you're not here to think. You're not here for you to grow, or to learn. You’re here just to do, just to implement what I’m thinking. Because you've got that advice wants to driving you and that controller and they save it in a colored piece, all of those states where you’re like, “To do that, I obviously have to be better than you, because if I’m trying to save you, obviously I have some form of superiority to you. If I’m in control of it, obviously I’m superior. If I have all the answers, obviously I’m superior as well.”

It is an act that is deeply diminishing. If that is your constant response. If you are driven by your advice monster. If everybody in your team goes, “What you do? We just show up and wait for Michael to pontificate,” then you are actively diminishing these people. By diminishing them, you're disengaging them and you’re not getting the best out of them. Of course, they're suffering from that as well, but you pay a terrible price for that, which is like, “Now, you're responsible for everything and everybody and that's exhausting and impossible.”

[00:34:14] MB: Yeah, that totally makes sense. It's many ways, the underside of giving advice that we often don't see. I want to come to – we've talked a lot about some of the pitfalls of giving advice and the way that the advice monster can manifest itself in our lives. How do you think about taming the advice monster?

[00:34:34] MBS: Curiosity is the great cure-all for this. It's about understanding that if you can move to staying curious a little bit longer, then that is the specific behavior that will make a difference. Now part of the reason I wrote The Advice Trap, was I wrote The Coaching Habit and The Coaching Habit says, “Look, here are seven solid, tested, reliable questions. If you can build those into your everyday routine, you'll be a more effective person.”

There's hundreds of thousands of people who went, “I get it and I’m using it,” and it's true. I am a better, smarter, manager, leader, human being as a result of these seven questions and it's fantastic. There are also a bunch of people who probably read the book, went, “Michael it's a good book, but you know what? It's really hard to change my behavior to actually shift to doing that.” I think for the people who don't just pick up the questions and go, “Oh, this is what I was waiting for. I’ll just start adding those to my repertoire,” you have to do a little deeper work.

In the book, I talk about the difference between easy change and hard change. Easy change is the metaphor is it's like downloading a new app. You're adding content to what's already there. That can be as simple as going, here are the seven questions. Use these. Okay, great. I’ve got the app. I’ll use the questions. Things are better.

For some of us downloading a new app, doesn't work. I mean, we've all downloaded apps that are exercise apps and we're not exercising. What's going on about that? Well, turns out that for some of us, it's not an app we need, it's a new operating system. For some of us, taming our advice monster is actually rethinking about how we show up and what it will take for us to level up to get to that next stage.

It's not a fast, simple answer. It takes, this is self-work, this is hard change. It's hard. I’ll share the question that's at the heart of this work, which is what we say no to now about the way you currently work, so that you can say yes to a better way of working in the future. What that means is you need to say to yourself things like, “I need to say no to being the person who thinks he's the smartest person in the room, so that I can say yes to inviting others in my team to have answers, so that they can actually contribute and actually grow in confidence and competence and autonomy like I’ve been hoping.”

[00:37:04] MB: That's another great question. You have so many fascinating questions and I am writing all these down, because I definitely want to use these in the future. I think all of them are so good at shaping your response in a way that you get really productive answers.

[00:37:18] MBS: Yeah. When I started doing my coach training formally 20 years ago, but informally 30 years ago, I used to just collect questions. Anytime I see somebody ask a question and I see it land and really work I’d be like, “Oh, that's a good one. Write that down.” Then I’d see other questions that didn't seem to work as well and we're like, “Okay. Why didn't that work? Why didn't it land?” Often, it's too complicated, or too cerebral, or too long, or there's too much of an introduction, or whatever.

To everybody who's listening, one of the ways for you to become more curious is to become a connoisseur of good questions. Keep your ears out, keep your eyes out, collect the ones that work and practice and see which ones start working for you.

[00:38:04] MB: I think that's great. I’m curious, how do you think about both asking better questions and I love the idea of becoming a connoisseur of questions and collecting them. I think that's a great strategy. Beyond that, how do you think about asking really good questions and what are some of the other really powerful questions that you've uncovered or discovered along the way?

[00:38:23] MBS: Well, in terms of asking good questions, I’m going to just start with the most obvious thing, which is ask questions. Actually, ask a question. Because in the classic way, what's the best form of exercise routine? It's the one you do. What's the best question? It's the one you ask. If you want to start asking good questions, just start asking questions.

If I was going to offer up one suggestion, it would be you don't need an introduction, you need a lead-in, you don't need an explanation of why you're about to ask this question, just think like a James Bond film. James Bond films, they're like, you plunge into the action immediately. Do the same with your questions, which is plunge in and just ask the question. Then shut it up and listen to the answer. This stuff doesn't sound that complicated and it's not. It's ask a question, shut up, listen to the answer.

It's really powerful, because it's difficult, because not many of us are good at doing that. If I was to share some other questions for people to listen to perhaps use and to add, we've heard the focus question, which is what's the real challenge here for you. You've heard the strategic question, which is what am I going to say yes to? If I’m going to say yes to that, what must I say no to?

I think one of the most powerful ones you can add is the learning question. The learning question is the seventh question in the coaching habit book. If you say to yourself, “Look, my job is to actually help my people be better and smarter and to grow and learn,” you need to understand how people grow and learn. People don't grow and learn from you telling them stuff, or even by them doing stuff. They grow and they learn when you give them an opportunity to stop and reflect.

The learning question is what was most useful, or most valuable here for you? We can put that into play right away, because Matt and I coming to the end of this conversation now and we've covered quite a lot in the 45 minutes or so that we've been chatting away. I’d be curious, dear listener, what was most useful or most valuable here for you? What I hope you noticed is I asked that question and you immediately start thinking, is it starts making this podcast episode more useful for you right away, because previously you're like, “Oh, that's pretty good. Mike was entertaining. Matt's a great interviewer. This builds on some other stuff that I knew about. I enjoyed it.”

Now I go, Yeah. What was most useful or most valuable? Was it the strategic question? Was it the advice monsters? Was it the advice monster questionnaire? Was it something that Matt said? Was it something that Michael said? Now I’m forcing you to get the value and extract what was most useful for you. Then if you were to write a review of the podcast and go, “This is a great episode and this is what I learned from it.” Of course, every podcast host wants a review, so you should think about writing a review if you haven't done that already.

What would then happen is that Matt and I would read the reviews and we go, “Oh, that was what was most useful,” and we would learn as well. That question has a double benefit. It helps you get smarter and helps the other person get smarter at the same time.

[00:41:41] MB: That's great. You know, we ask guests at the end of every single interview, what's one practical action step that you'd recommend that listeners take to start taking action on what we talked about today and you may have already answered it with that question. I love how specific and actionable and direct that was.

[00:41:58] MBS: All this stuff can say theoretical, but it only becomes interesting if you're actually practicing it and trying it out and stumbling around a bit and just getting better question, by question of being curious.

[00:42:09] MB: Yeah. That's certainly true. That reminds me of something you said a second ago that is another great point, which is this idea that you don't have to be an expert at asking questions to just start. The way you build that muscle is by getting out there and plunging into the action and just asking whatever comes to mind and starting to get comfortable with asking a lot of questions.

[00:42:32] MBS: I’m going to really want to unweird the whole idea of coaching. If you're thinking yourself coaching is for special people, then we need to get over that fast, because be more coach-like is simply, can you stay curious a little bit longer, and anybody can do that. Coaching is not weird. It's just asking a good question and then shutting up and listening to the answer.

[00:42:51] MB: Almost reminds me of that anecdote about Abraham Lincoln, or there's a couple other ones, but the idea of if you had an hour to chop down a tree, you spend 55 minutes sharpening the axe.

[00:43:01] MBS: Yeah. Yeah. I think there's a quote similarly and Einstein going, “If I had to solve a problem, I’d spend 59 minutes trying to figure out what the real problem was and 1 minute trying to solve it.” The same insight.

[00:43:12] MB: Yup. Yeah, that's great. One other thing that I’m curious about and you hinted at this a couple times in the conversation as well, but when should we give advice?

[00:43:23] MBS: Well, it's situational, so it's hard to say. I will say that generically, it's less often than you'd think. You give advice after curiosity has run its course. Sometimes that's immediately. Somebody comes into your office and goes, “Hey, Michael. Where do I find the paper for the printer?” You don't really want to go, “How do you feel about the wood pulping industry?” Because they’d be like, “What the hell?” You're like, “It's just over there.” They're like, “Great. Thank you.”

I would say that anytime somebody shows up, you have full permission to give them advice, just stay curious a little bit longer. Ask questions. See if they know what the real challenge is. See if they've got ideas on how to solve this themselves and you'll find that there's a time where you're like, “Oh, this feels like the right time now for me to offer advice. It's just less than you think and it's later than you think.”

[00:44:16] MB: Yeah. That's a great point. It comes back to something you said earlier, which is not that you shouldn't advice and nothing necessarily inherently wrong with advice. It's really that our default mode, our default setting reverts to jumping in action too quickly, giving advice too rapidly and not being just a little bit more curious and a little bit more contemplative.

[00:44:39] MBS: Exactly.

[00:44:40] MB: Just making sure that we ask and answer this, what is one action step or concrete thing you would recommend for listeners to do to implement?

[00:44:50] MBS: Well, look. I would say that if this sounds interesting to you, then the most powerful steps to changing your behavior is start noticing your advice monster. I know that sounds a bit ethereal, but until you start noticing how quickly you leap in to start solving things and offering up ideas and opinions, then you are going to get seduced every time into thinking that it was a good idea for you to offer up ideas and opinions.

It's start noticing your advice monster. Like I say, you can go to theadvicetrap.com and do the questionnaire to figure out which advice monster is most real for you. That might make you more sensitive to what's going on. Do that or don't do it, but start noticing your advice monster. Because once you start seeing the pattern of bad behavior, you can then start thinking about how you might want to change that to be curious a bit longer.

[00:45:39] MB: Michael, where can listeners find more about you, your work and the book online?

[00:45:44] MBS: Oh, thanks for asking. The hub for me is mbs.works and you can find courses and access various bits and pieces and podcasts and the like from me. If you want to go deeper in the book, there's lots of free resources at theadvicetrap.com, the questionnaire, some video processes that people can test out and practice taming their advice monster on.

[00:46:05] MB: Well Michael, thank you so much for coming on the show, some great insights. I really learned a lot in this conversation. I love all of the really powerful questions that you shared.

[00:46:15] MBS: It’s a pleasure. Thanks for having me, Matt.

[00:46:16] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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July 16, 2020 /Lace Gilger
Influence & Communication
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(B) Leadership is Caught, Not Taught with Scott Shay

July 14, 2020 by Lace Gilger in Influence & Communication

In this wide-spanning conversation, we discuss the founding of a multi-billion dollar public company, the inside baseball of what it takes to build a truly massive company and then we dig into some of the biggest questions in life - how do we deal with the problem of evil? How do we merge science and spirituality? 

Scott A. Shay is a businessman and thought leader. He co-founded Signature Bank of New York which has been named one of the best banks in New York for private business owners. He is the author of the best-selling and critically acclaimed books Getting Our Groove Back and most recently In Good Faith: Questioning Religion and Atheism. Scott gives frequent talks around the country and has worked with many media outlets such as the WSJ, Forbes, CoinDesk, and many more!

  • Success is always a journey, and you have to leverage your past experience. 

  • Being the first person on either side of his family to go to college, then Scott went on to work on Wall Street and in Private Equity

  • Starting a business with no deposits, no clients and 

  • Zero to public in 34 months without any acquisitions. 

  • The most important thing in business is having partners who can do things better than you ever can, partners who can solve your weaknesses, and do the things you can’t do. 

  • How do you solve a lack of expertise when starting a new business?

  • You have to know what you don’t know, if you don’t you’re in big trouble 

  • How do you find business partners when starting a new business? 

  • Scott saw that an acquisition was going to cause some friction for several bankers that he knew, and proposed a partnership to them

  • You can recover from almost anything in business, except for having the wrong partners. 

  • 3 partners, then first few key hires - then leverage everyone's network to bring in the best possible hires across the board. 

  • Scott spent a tremendous amount of time getting to know deeply the people that he wanted to hire.

  • How do you think about capitalizing a business when you are starting up? 

  • Expand your network as far as you can - in a way, it’s ALL about your network. 

  • It’s not all about who YOU know, it's all about who the people you know, know 

  • How do you raise 42mm with zero customers? 

  • Having a great team and great business partners helps raise capital. 

  • How do you think about hiring and recruiting the right cultural fits for your business?

  • “Leadership is caught, not taught"

    • Surrounding yourself with good people is the best way to learn leadership

  • Culture hack: CEO calls every employee on their birthday. 

  • How do you decide when to learn something vs bring in a partner to solve it?

  • “I’m a big believer of focus” 

  • “There’s no limit to how far any team can soar if no one cares who gets the credit."

  • With your business partners - disagree behind closed doors, and have a unified front for the company. 

  • The philosophy of “Continuing emergency” 

  • How do you make tough choices between opportunities that all seem exciting or compelling? 

  • The importance of being radically truthful with yourself

  • The only time you’re truly happy is when you’ve harmonized your day with your purpose. 

  • How do we use spirituality to make better decisions?

  • How do we grapple with the problem of evil?

  • A holocaust survivor’s perspective on the problem of evil. 

  • Homework: Live by the golden rule. Don’t do unto someone else what you wouldn’t want done unto you. 

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Scott’s Website and Site Blog

  • Scott’s LinkedIn and Facebook

  • Signature Bank Wiki Page

Media

  • Scott’s full directory of News|Articles|Podcasts|Interviews

  • Wall Street Journal - “The Fed’s Libor Replacement Would Shackle Small Banks” by Scott Shay

  • CoinDesk - “Facebook’s Libra Cryptocurrency: Bad for Privacy, Bad for Competition” by Scott Shay

  • Forbes - “Signature Bank Beats JPMorgan To Ethereum-Based Token Services” by Benjamin Cirus

  • LinkedIn - “Fix corporate taxes by tying them to American workers” by Scott Shay

  • Chicago Jewish News - “CHICAGO NATIVE’S NEW BOOK LOOKS AT WISDOM OF TORAH FOR TODAY…” by George Castle, Special to Chicago Jewish News

  • Crains New York Business - “New York's most successful bank” by Aaron Elstein

  • [Podcast] Fascination Street - Scott Shay – Bank Founder (Signature) /Author (In Good Faith) (released Feb 3, 2020)

  • The Comeback Game w/ Barry Magliarditi - Faith and Ethics in Business: Surviving the Holocaust and Living a Fulfilling Life with Scott Shay

  • [Podcast] Your Personal CFO - Co-Founder of Signature Bank: Scott Shay!

  • [Podcast] Jew You Should Know - Episode 090 - The Signature Bank Founder & In Good Faith Author: A Conversation with Scott Shay

Videos

  • Scott’s YouTube Channel

  • TEDx Talks - More Banks, Fewer Problems: Scott Shay at TEDxWallStreet

  • Talks at Google - Scott Shay: "In Good Faith: Questioning Religion and Atheism" | Talks at Google

  • Liquid Lunch TV - The Economy with Scott Shay Chairman and CEO of Signature Bank

  • Undone Redone - In Good Faith — Scott Shay | Undone Redone Webcast

  • CUNY TV - BuildingNY: Scott Shay, Chairman, Signature Bank

  • Charney Media - Scott Shay Presentation | The Rise of New Diplomacy

  • Fox Business - Why banks should continue reporting quarterly figures

  • Jewish National Fund - JNF Entrepreneurs: A Conversation with Scott Shay

Books

  • In Good Faith: Questioning Religion and Atheism  by Scott A. Shay

  • Getting Our Groove Back: How to Energize American Jewry  by Scott A. Shay

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:12.1] MB: Hey, it’s Matt. I’m here in the studio with Austin. We’re excited to bring you another business episode of the Science of Success. We just launched Season 2 of our business episodes. If you want to learn more about what these are and why we're doing them, be sure to check out the Season 2 teaser that we recently released. With that, Austin, tell us a little bit about how these episodes are different than our traditional Science of Success episode.

[0:00:36.0] AF: Yeah, It's important to note that you're still going to get all the great contents you've come to know and love from the Science of Success every Thursday. These are bonus episodes with added value, specifically centered around business. We've interviewed some true titans of business and multiple industries from multiple walks of life and what we're going to focus on are the habits, routines and mindsets that made them successful titans that they are today.

That said, these are lessons, routines, stories, best practices that anyone can learn from and apply to their life. You don't have to be a business owner. You can be an employee. You can be a student, or you can of course be a business owner. Come check them out. You're going to come away with a ton of valuable takeaways, but we do have a bit of a business focus on these specific business episodes in Season 2.

[0:01:19.3] MB: With that, let's get into the episode.

[0:01:22.9] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

In this wide-spanning conversation, we discussed the founding of a multi-billion dollar public company, the inside baseball of what it takes to build a truly massive business and we dig into some of the biggest questions of life, including how do we deal with the problem of evil and how do we merge science and spirituality?

On top of that, my co-host Austin will be joining us for this interview. 

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word smarter, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we shared how to ask for what you want, get the help you need to succeed and look at the evidence-based lessons for how you can get more of what you want in your life with our previous guests, Dr. Wayne Baker and Larry Freed.

Our guest today will be Scott Shay. He co-founded Signature Bank of New York, which has been named one of the best banks in New York for private business owners. He's the author of the best-selling and critically acclaimed books, Getting Our Groove Back and most recently, In Good Faith: Questioning Religion and Atheism. Scott gives frequent talks around the country and has worked with many media outlets, including The Wall Street Journal, Forbes and many more.

Scott, welcome to the Science of Success.

[00:03:22] SS: Hey, it's a pleasure to be here with you today, Matt.

[00:03:25] MB: Well, I'm so excited to have you on the show today. You have a fascinating journey and some really good perspectives on some very timely questions. I want to start out with your own journey, your own experience. Tell me about the founding of Signature Bank and how your career led you to that point.

[00:03:45] SS: Well, it's always a journey. You have to be prepared with everything that you've got from behind you. I started out, I'm an unlikely person to have founded a bank. I started out, I'm the first person on either side of my family to have attended college, but I made my way to Wall Street. I worked for Salomon Brothers. Then I joined Lou Ranieri in the private equity world.

During the 90s, I kept having this feeling that the banks in New York at least, had grossly over consolidated. You used to have JPMorgan, Chase, Chemical, Manny Hanny, Trust Company, Westchester, Long Island Trust, Greater New York Bank, Greater New York Savings Bank. It goes on and on. About 19 banks today are part of JPMorgan Chase. That's not a knock against them, but I quickly came to realize that the big banks were awfully good at mass market, because they have the economies of scale to have vast retail chains. They were good at dealing with companies like Verizon and IBM and PepsiCo, but I thought there was this huge niche, more than a niche of companies in the middle who really needed specialized banking.

I had this crazy idea to start a new bank. I wanted to start a new bank, because I didn't want to be beholden to the culture of any existing organization. I managed to persuade two people who I knew who thought I was literally crazy to try to start a new bank. They thought I was just – They humored me. They liked me, so they humored me. Ultimately, I convinced them.

We started our bank, Signature Bank, May 1st, 2001 with no deposits, no clients, no nothing. We got 42 and a half million dollars in capital from Bank Hapoalim. Now 18 and a half years later, we are a 50 billion dollar bank. We broke even after 21 months, we went public after 34 months and we did it all without any acquisition.

Every client of Signature Bank came in the bank because they wanted to. We didn't acquire any clients as it were. We didn't acquire any banks and say, “Oh, you were a bank of Bank X, so now you're our client.”

It's been an amazing journey. Oh, by the way, we had a financial crisis in the middle for the entire United States. Signature, I should say, never had a financial crisis. We're the only bank in the United States above 4 billion that did not have a single down year during the whole mortgage mess.

[00:06:33] MB: So fascinating. There's a number of questions I have around that. Just starting out, how did you think about – you had some experience with Wall Street, private equity, etc., but not necessarily experience owning, operating and running a bank. How did you think about that lack of experience, or lack of expertise and did you view that as a hindrance, or did you view that as an advantage and how did you solve that question?

[00:06:53] SS: The most important thing to me is having partners who do things better than you ever could in the areas that you are less experienced. I would not have tried to start this bank, but for working with John Tamberlane and Joe DePalo, who are my partners and very close friends. Because I knew there was stuff I didn't know, and I knew that they could do those areas better. For example, I did feel pretty good that I was able to deal with the asset liability management. I have a pretty strong credit background. I'm chairman of our credit committee and I know a lot of people. I could help bring in clients.

I knew I didn't know how to run the operations, the back-office operations of the bank, to deal with all of the huge number of front office operation issues of a bank. If I hadn't found Joe and John, there wouldn't be a Signature Bank today. You have to know what you don't know. If you don't, if you can't identify what you don't know, you're in trouble before you begin.

[00:08:09] MB: How did you think about finding your two partners? Did you know them from your network? Did you seek them out? Did you poach them from competitors?

[00:08:18] SS: I knew them from my network in this way. I was a client of Republic Bank of New York and I was in the private equity world. I didn't know a lot of bankers. I thought about who the best ones would be to join in doing this. I have to tell you, in 1999 I was looking at my Bloomberg in the morning and I saw that HSBC was buying Republic Bank of New York. I knew Joe and John worked there and I knew them well enough. They weren't close friends. I mean, I knew them from the business world, but I knew well enough at that time that they would be unhappy working for a multi-national bank. I knew that. I was sure of that.

I remember thinking, “Boy, this is a great day. I'm going to get on the phone and call them.” I did make contact with them through someone else I knew, actually. I thought that was a better way, a more discreet way and I said, “Let's have breakfast.” And we did. I explained that I thought we should start a new bank. They did think I was a little crazy. I explained why and then we got together again and they still thought I was crazy.

By the third and fourth time, they didn't think I was crazy anymore. Not only that, they were really, really interested. My view though is your partners have to be the right partners, because you can recover from almost anything in business, except for having the wrong partners. If you get the wrong partners, it's unrecoverable. It's the end of whatever you're trying to do, an adventure. You have to start over.

That's why to me, having the right partners was so important. As we interviewed the first people who joined us, because once we started with the – once we had three, we quickly became five. Then we were relying on all of our networks for hiring other people. Even though we did that, we met so much with the folks who we brought onboard, because I knew and we knew that every single hire was absolutely critical.

I think people probably thought we were interviewing them for marriage or something, or for brother-in-law, because we spent so much time, and sister-in-law should I say; brother and sister-in-law. We spent so much time in those early days making sure that everybody was unanimous, that they could work with everybody who came onboard.

[00:10:51] MB: That's a great piece of advice. I love that quote about being able to recover from almost anything, except for the wrong partners; really, really insightful. I'm curious. You talked about building the early team. How did you think about capitalizing the business initially? Did you raise capital? If so, how did you do that?

[00:11:11] SS: That's actually a great question, because I thought a lot about that. I don't get that question very often. I was in the private equity world and I thought – I more than thought. I was highly confident to use that hackneyed phrase, that we could raise good private equity and that indeed if we did so, that the founders could have a greater share in the ownership. If you remember back in those days, FDIC insurance only went to $100,000, goes to $250,000 now, but it went to a $100,000. We were going to start – We were a small bank starting out with no clients.

Our first months, for example, we lost over 2 million dollars a month. I mean, we had no revenues, so all of this operational cost was money out the door until we could get in deposits and breakeven, which we did very fast, but there was no guarantee we were going to be able to do that. I thought and we thought that we needed a strong backer, so that when we went to middle-market clients, because most middle-market clients had virtually all of them would deposit more than a $100,000 and many of them would deposit more than a million. They needed to have the sense that we were a stable bank, or that we had stable back. That's why I approached in this case, I was in the board of Bank Hapoalim, and Bank Hapoalim after thinking and listening to us, agreed to put in that first 42.5 million dollars.

They subsequently put in another 150 million dollars as we were growing. They came in, brought in like $6, $7 a share and they exited, by the way, less than five years later and we are now an independent public bank and nobody would care at that point, because we had our own access to capital, we were profitable, etc.

We turned down the ability to have a bigger ownership slice, a far bigger ownership slice and started life as a 100% owned by Bank Hapoalim in order to make sure that the bank thrived. With 20/20 hindsight, I still think we would have made it had we been – had private equity ownership, but there is no way we would have been a 50 billion dollar bank and I don't think there's any way we would have been a 25 billion dollar bank today had we not been long-term greedy for the organization, as opposed to try to figure out how to have the biggest slug of ownership in the shortest period of time.

[00:13:51] MB: Really interesting decision calculus. Did you view them as primarily, essentially a strategic investor? How did that relationship come about? Was that somebody in your network? Did you approach them cold? The reason I'm asking is especially for somebody who's listening, to think about raising money the – I don't think most people would go, “Hey, I'm going to start a business,” and then they raise 42 million dollars on their first slug. I'm curious how to translate some of those lessons into people's experience who may not have had the network of connections that you have.

[00:14:22] SS: Well, first of all, it's important to expand your network as far as you can, because in a way it is all about network. It's frequently not all about who you know, but people who – the people you know know. The one step removed is huge. In this case though, it was a direct contact. I was on the board of Bank Hapoalim, which I had been appointed through my experience in private equity. I did have the direct relationship to make the ask directly.

When you think about it, just as you said, it's not every day that people invest – that any bank, or any one invest 42.5 million dollars in a startup. That's a lot even today and this is 19 years ago.

[00:15:15] MB: Totally makes sense. What do you think gave them the confidence to make that big investment in you and the firm, especially when you still had either few, or even no clients?

[00:15:26] SS: Well, that's also a great question. I think they had confidence in the team. They didn't say yes immediately. I mean, there was a long courtship period. They also would have greatly preferred had we bought a bank. I mean, they spent a lot of time trying to convince me, “Yes, let us back you. We will back you, but buy a bank. Let us invest in something that is at least making some money and then build it from there.”

This was a great, I would say impediment, but it was certainly a large source of discussion, because I definitely didn't want to go that route and they did. It took a lot of convincing on my part in this case. I think even at the end, they weren't so sure about not going the route of buying another bank, but we had spent enough time and showed them enough about how we would execute our plan. We did have the right people. Between Joe, John and myself, we did have all of the expertise that we needed. I mean, not that you have all that you need, but we had the major is plugged and the people who we brought on, they had the other areas plugged.

Given that Bank Hapoalim were bankers, they knew that we weren't blowing smoke at them. I mean, we couldn't blow smoke at them. They knew enough that you could add – and they did ask the fifth order question. We could still answer it and say, “This is what we're going to do.” That gave them comfort, I think. By the end, I think they thought we had and you've talked about this in some of the other parties, I think in your podcast, I mean, they understood that we had real authority. Not any psychological authority, but really, we knew what we were talking about. We had a serious plan.

I think they came to the conclusion not too long later that we were right, because they could have pulled the plug at any point. I mean, they could have said stop growing, but they put another 150 million dollars in the bank.

[00:17:40] AF: Scott, I'm curious. This is Austin jumping in here. How are we doing? This has been a fascinating conversation so far and I'm curious too, how do you look at leadership and then finding leaders that are a fit for your organization? You mentioned in the initial hiring periods, it was like interviewing a family member, someone that likes to become a family member. Now scaling up to over a 1,000 employees, it's obviously critical that you have the right leaders in the right seats in the right locations managing these things to ensure culture and leaderships maintain.

How do you look at finding leaders in your organization, or people you want to bring into your life? A dovetail of that would be what essential qualities and leadership do you find are most commonly overlooked by others?

[00:18:26] SS: Well, I would say this, first of all, I'm a big proponent that leadership is caught, not taught. There's lots of classes in it, but surrounding yourself with good people who you can learn from, I think it's the best way to learn leadership. Then recognizing that if you are a leader, other people are watching you very closely and they're taking their cues from you.

I think when I talk to someone, or I'm hoping will be one of the leaders in the business, I'm looking for real authenticity. I'm looking for someone who I think I would be comfortable with being in a foxhole with, who I think would have my back and I would want to have their back. That's a pretty difficult to quantify characteristic. That's why I think you have to spend so much time with people if you're really going to bring them in at a partnership, or leadership capacity.

I think that the other important thing in leadership is having every single person in the organization, in this case at the bank, understand that they are part of a team. There are no dispensables. Everyone is indispensable and every role is indispensable and that the entire organization relies upon each and every other colleague. I started doing something like that.

I'll tell you, when we first had five people, we had 25, we had 50, a 100, up to about 150, I essentially knew everybody's story. I couldn't have told you everything about them. I don't know and didn’t remember everyone had, but I more or less knew everyone's story. Then after 150, I wasn't able to do that anymore, I realized. I think that's the natural – there is a natural number that that's about – that sociologists say that can be part of your – social psychologists say can be part of your standard, reliable network.

As we got to 250, 350, I recognized I needed to do something that would keep me in touch with everyone. I started calling everyone on their birthday. Even today, we have 1,500 employees. I call every single person on their birthday. At least, I have some touch point to every colleague here. I started doing it and I didn't know how it would become at a certain point, it would actually become a thing. It would consume time. I think it's important, at least for me personally, it's my indicator and it's one of the only ways I know how to do to make sure that everybody knows that I think that everyone here is important.

Even though we're a 50 billion dollar bank, if you are the new teller in New Rochelle, you're important because you're the face of the bank. Whether people are going to be happy or not happy with Signature Bank depends upon you. That may be in a longer answer to your question, but it's something I think a lot about and I think a lot about how to do that, how to show and model and mirror leadership every day.

[00:21:54] AF: That's a great answer and some of the practices you put in place. I mean, obviously your success speaks to how your employees feel working there, because they're all working towards the same goal, there's a lot of buy-in and of course, your growth has reflected that. It's funny, I imagine you've had some interesting birthday conversations calling somebody up and they're like, “Hi, Marge. Scott Shay.” They’re like, “What? The Scott Shay? What can I do for you?” There's got to have been some entertaining instances that have come out of those hundreds, I'm sure of phone calls.

[00:22:22] SS: Well, the first time I started doing it, a few people told me the first time as I was calling people, they would like – the first few people thought I was calling to fire them. I said, “No. Why would I be calling you on your birthday to fire you? No.” Then I realized how much I really needed to do this, because I wanted to have a touch point with everyone.

Now it's no longer urban legend here. I call everybody and I've been calling them for enough years that I've had people actually tell me, “Well, I was going to take off today, but I thought I'd come in so I got your call.” That happens. The other thing that ended up being a really a blessing of this, so in 2008 and 2009, during the heart of the financial crisis, I was still calling everybody on their birthday, of course. But it ended up being from me, a daily survey, a random daily surveys and that just depended on when their birthday was, of the temperature of every employee, every colleague.

“You know, what are you thinking? What are you seeing?” I'd answer questions, actually took more time in those days to talk to people than – It wasn't a perfunctory call. I really wanted to know what people were hearing, feeling, thinking, hearing from clients walking in the door. It ended up being I learned a lot. I also think that people really liked hearing from me during those relatively worrisome days for the country.

[00:23:57] AF: Yeah, that’s so incredible. It’s to grill away of taking the temperature of the people that are really the boots on the ground of your organization and just seeing what morale looks like and just really what everyone’s feeling from what they’re seeing, not only within your organization, but in the people that are coming in and interacting with your bank.

One thing that you’ve said and you’ve been an example of this and everything you’ve said over the past few minutes is this authenticity and something you said earlier was when you met up with Joe and John, you try to find people that knew things that you didn’t know and you said, if you can’t identify what you don’t know, you’ve already lost.

I think for a lot of people that might be difficult, because your ego gets in the way. You feel like you want to do everything. I know a lot of entrepreneurs really have a hard time handing over the keys, so to speak. How do you go about looking at these three things need to be done and I know that I do number one really well. How do you go about analyzing, “Do I find someone who knows two and three really well? Or is two worth me learning to?” Where do you look at something and say, “I’m not going to learn that. I need to find somebody to come in here who's an expert in that and that's going to ultimately make the company stronger.” Versus when you look at something and you're like, “That mildly piques my interest. Maybe I should take the time to learn that and do it myself.” Is there some threshold where you relinquish that control and say, “It's not my wheelhouse,” or versus you saying, “Well, I can learn that and that's something I’d like to learn and do”?

[00:25:23] SS: Well, there's two things. First, it's how long would it take to master something. For me to learn our information technology area, I’d have to check out see in three years to learn what you need to know. On the other hand, I have to have an idea of the overall architecture of our IT environment. That's an easy one, because it's so far out of my wheelhouse that I’m never going to be able to think that I could get into the weeds on that.

On the other hand, there's also bandwidth. You can only do so many things well. I’m a big believer in focus. Some of the things we got to focus on bringing clients in. A bank has to focus on credit. It has to focus on asset liability management. I essentially focused on those areas in a major way. They were all critical and they all required a lot of time. I don't want to say there's never friction between partners on who should be doing what.

If you really have the organization and the company in mind, there's no – you should work those out. One of my mentors over time, Dan Carney many years ago when I was at Solomon Brothers put a – he had a small – he have a lucite. It was a saying. His saying on in a lucite ball on our desks that said, “There's no limit to how far any team can soar, if no one cares who gets the credit.”

[00:27:05] AF: I love that.

[00:27:07] SS: You have to work that out. The other thing is and I would say this is that Joe, John and I, we might have disagreed on things. You should do what other people should do, but we always resolved those in a closed door. Then when we emerged from the work, it’s complete humility to the organization. You wouldn't know who thought what. I mean, I will tell you, it's happened where I thought one way and someone else saw the other, or vice versa. When you went out, you wouldn't know from who was the proponent of what we were doing, who thought what.

[00:27:43] AF: That's so important too, especially when you're trying to accomplish something, like what you were doing. I mean, you and Joe and John, at least to the outside world presenting this united front. The fact that no one could tell who was against or for a certain topic definitely shows that you guys sold it well.

I’m curious too, I was looking through some of the past interviews you've done and something that grabbed my eyes, your philosophy of continuing emergency. What does that mean?

[00:28:09] SS: Well, that was when we started the bank. We had to recognize and I mean, I did for my personal life as well that starting anything is like a continuing emergency. It's a constant fire. It's like being a firefighter and having fires constantly happening. You could barely put your head on the pillow and you'd have to get out and put out another fire. I’ve said that to folks is that if you're not willing to give that devotion for some period of time and it's indeed years, then it's better not to do it. You have to be prepared for your startup to be a continuing emergency. This one was.

Look it wasn't bad either. That's not a complaint and that's not a disappointment, but starting up a company is not 9 to 5. If you want to be able to go to a regular canasta game, or a regular –have a regular softball league, it's really, really hard. You have to put your priorities straight, which is your family as well and your personal health and you're not going to – you've got to be prepared not to do too much else for a good long while. I mean, I didn't, I will tell you. Now I’ve written two books. When we were starting the bank, I was not thinking about writing any books, let me put it that way.

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[00:30:48] MB: Really good insight, Scott. I want to come back and drill down a little bit more into something that you touched on a minute ago, which is the importance of focus. It seems like that's such a critical piece of being successful, being an entrepreneur and yet, it's so easy to fall prey to shiny object syndrome, or end up having a dozen opportunities in front of you and wanting to pursue all of them and ultimately, failing and pursuing none of them, or half baking a bunch of them. How do you think about making tough choices between competing opportunities that all seem to be really exciting or compelling?

[00:31:25] SS: Well, now you're getting a little bit and because I think you can't really divorce those decisions, particularly when they affect your personal life, from your spiritual and personal meaning aspect of your identity.

For me, I really take time every day to pray. For some, it's meditation, for some of it’s other things. For me, I have this view that when you pray, you're having a dialogue with the almighty, who knows everything about you. Therefore, you can't use self-deception to hide from the truth. It's as though you're having a conversation with an all-knowing power and there's such a bright light on you and on yourself that sometimes you actually cringe, or from taking that harsh, that clearer look on yourself.

If you do have that time where you are radically truthful with yourself, because you're in an environment where you think that that's what you – you have no choice. It helps you make decisions. Is doing what I want to do, is this venture the right thing for me? Is changing jobs the right thing for me? Am I taking too much time away from my family, or for trying to meet someone and start a family? Is this the right geographic area for me? What am I doing? Am I being asked in my business to do things in my business life that I think are not ethical, ethical? Is this my passion?

See, I think when we're born, that's an act of total grace and that's a great day. Then the other great day in our life, which hopefully continues many times is when we figure out why we're here, what we're supposed to be doing. That gives you your sense of purpose. When you can figure out, “Okay. What am I doing on this planet? What difference am I going to make?” In whatever small way, I think that helps you set your priorities. That doesn't mean you should go and volunteer in sub-Saharan Africa to work with deeply impoverished people.

It may mean you should do something in your personal life that you're not doing. It may mean that you need to change, or adapt your priorities. I’m a big believer in that. I’m a big believer that the only time you're truly happy is when you figure out how to harmonize your day, what you're doing with why you feel you are here on this planet.

[00:34:14] MB: Great advice. I love the focus on radical truthfulness. That's a really interesting mental hack to essentially clear away all the self-delusion that's stopping you from really seeing the situation and yourself really clearly. You brought up a point that we haven't gotten into yet, but is a huge part of your life today and you've written and spoken tremendously about which is how spirituality and religion intersect with all of this. Obviously, you've written several books about that.

This is a hard turn from what we were just talking about, but it's such an important topic. One of the things that I found really interesting was the discussion that you had in your recent book, In Good Faith, around the problem of evil. That's something that I’ve always thought about a lot, struggled with, found to be a really linchpin question for me personally around spirituality. How do you think about the problem of evil and how do we solve that, or how do we think about it in a way that we can really integrate holistically?

[00:35:16] SS: Well, you went straight to the core question. In writing my book In Good Faith, I spoke to a lot of believers and non-believers. In the end, I find that for believers, the hardest question is why is there evil in the world? That's the one question that believers really grapple with and struggle with. I’ve given book – 

I have to say, when I was on book tour and going to various cities and having events in great measure, almost always there would be someone who would raise their hand in the Q&A period and say, “Why? I had a brother-in-law, I had a sister-in-law. I had something terrible happened to her, became ill.” In my family, I am the son of a holocaust survivor. My father was a 14-year-old inspectional Lithuanian when the Nazis came. They murdered his father. His mother had already died in childbirth with his brother. They murdered his brother too. They murdered another brother. They murdered his aunts, his uncles, his cousins. I mean, my closest relative because of that was someone who happened to be away, was a second cousin once removed, other than my father. That was his closest relative really.

He was deported for slave labor, then he spent three months in Auschwitz. He was “fortunately,” removed from Auschwitz and moved to another work camp. Then when he was liberated from DACA, he was less than 70 pounds. He weighed less than 70 pounds. He probably would have been dead in days, hours, certainly not more than weeks at the rate it was going. He had the good fortune to be liberated by the American forces. My father's a great American patriot for his life from – nursed and backed out. He ended up settling in Chicago, where he was able to marry and have a son, me.

My father had this very – I don't want to call it – but a particular relationship with belief in God and good and evil, in that he was sure that there was a God, because he knew too many miracles had happened that got him through the concentration camps. I mean, if a glass were sitting on one side of the table as opposed to the other side of the table, he would have been dead. If the smallest, if he would have been one step forward, or behind in line, he would have been dead. I mean, we could have the whole podcast talking just about that, so I’m over-summarizing here, but you get what I mean.

He recognized, or he believed with certainty that God had somehow gotten him through and brought him to Chicago. At the same token, he was pretty angry with God, because at the same time, his father had been murdered in front of him. I mean, again, all of his family had been wiped out, wiped out primarily before they even left [inaudible 00:38:35]. A few made it to the concentration camps, or to get it, but really wiped out.

He had and I talk about this in great detail in the book is that he had a view that evil could exist. There was a lot of human evil in the world. I mean, the Nazis and their willing accessories made the decision to kill people, made the decision to use science and technology to kill people very, very efficiently; murder people. Kill is too nice a term. Murder people.

I think one thing and I write about this in the book, I mean, there's a – one of the books of the bible is the Book of Esther. Some of your listeners may recall when the Jews of Shushan and all of Persia are threatened with extermination, Mordecai appeals to Esther, sends him a note and sends her a note and says, “You've got to go to the king.”

She says, “No, it's risky to go to the king. He hasn't called for me in 30 days. He could not want me and then I’d be executed.” Mordecai says to her, “You know, you may have been put in this very, very place for just this reason.” Then she gets it and she says, “Yes. Fast for three days, I’m going to go to the king. I’m going to do the best that I can do.”

I think that it goes down to there's a lot of human evil in the world, but we can mitigate that. I mean, before the holocaust there were – Hitler at first didn't think he was going to kill the Jews. He thought they would all leave and go other places, but nobody took them in and nobody took in the Rome and nobody took in a whole host of other people who Hitler murdered as well. Had countries and had people been merciful, God would have been merciful. If we're not merciful, if we don't take responsibility, if we don't figure out that we're here to help other people, then it's not that God causes the evil, but God allows it to happen. That's more or less was the philosophy of my father and the philosophy I adapt. We have the ability to mitigate evil big time. The question is, are we going to do it? Are we going to use our resources?

Again, you don't need to necessarily volunteer to work in sub-Saharan Africa. You can donate money. You can work very hard, make money, help people, help people in your day-to-day life. I think that spreads big time. I think when we do the right thing, we get a divine win to our back.

[00:41:23] MB: I think that's a really interesting perspective. For me, especially the question of free will, in many ways can address the component of human evil. The real sticking point or the one that I always reflect on is reconciling the existence of natural evil, disasters and disease and so forth. Does that fit into the same model, or how do you think about that?

[00:41:46] SS: Yep. Well, that's in a way a harder question. I mean, why isn't every volcano like that volcano that exploded in Iceland, which had a lot of ash, grounded flights, but nobody died? Why can't everything be just like that, where natural disasters are mild? No hurricane Katrinas, no superstorm Sandys where people are killed, no tsunamis.

The question there is, I think that and this gets to something we spoke about briefly beforehand, which is science in the bible. I think that the bible makes it clear that God put into place a natural order. If one of our 10th to the 28th power atoms in our body didn't misfire, our trillions and trillions of cells in our body didn't occasionally misfire, then we would recognize that this world was all fixed, that there was a God, there is a God.

The problem with that is that and this goes to your free will question, is that if every time you did something wrong, a lightning bolt came out and either shocked you, or killed you, or just was right beside you and you recognize that if you don't do what God wants, you're going to be electrocuted by this lightning bolt, then you wouldn't have free will. We would all be automatons. There would be nothing special, or interesting about this world, because we'd all just do – good people and bad people would actually behave identically, because there would be no choice.

I think it is radically critical that God be hidden to some degree. That's what enables us to have the space to have free will. I’m saying a lot in a few sentences. I hope I’m conveying that. You're getting it.

[00:43:52] MB: Yeah. No, that's really interesting. It's a great perspective and one that I wish we could explore more deeply, because we could have such a lengthy conversation about this topic, but I know we're starting to run out of time.

For somebody who's listened to our conversation and is really curious about implementing something that we've talked about in some form or fashion, what would be one action step that you would give them to start putting something we've talked about today in practice? It could be a business thing, it could be a philosophical activity. What would you challenge our listeners to take action on to put into practice what we've talked about today?

[00:44:31] SS: Two things. Number one, I would start living by the golden rule, as Hillel formulated it. “Don't do unto someone else what you wouldn't want done unto you.” The rest is commentary. Go learn it. If you take that modest depictation of the golden rule, it will change your life. It will protect you against self-deification and it will protect you against being the victims of other people who self-deify. Live by the golden rule. If you wouldn't want it done unto you, don't do it to somebody else. The world will be transformed by that.

The second thing I would say and this is a little more self-serving, but if people are interested in hearing more, the other action I would say is go to scottshay.com. I have a whole bunch of interviews, podcasts, writings that I’ve written from everything about personal ethics, the ethics of what's going on in the Hong Kong protests, climate change, a whole bunch of things that people can easily access. It's all downloadable. I have a newsletter that's growing as well that I started a few months ago.

The best thing of all would be to read In Good Faith, which is my book, available everywhere at quality bookstores and also at Amazon, and basically any place that sells books. You can get it on Audible. It's coming out in paperback in a couple of months, Kindle, however you'd like to do it.

I will say this too, after people read the book, I get a lot of e-mails. There's a contact sheet on the website. I make an effort to answer all e-mails. I do say this. I do get a good chunk of it. I’m getting them recently of chapter length questions. If you want me to respond, please write me out a couple of paragraph e-mail and I will get back to you, but if it's the size of a chapter, it's just hard to do. I’m available. I encourage people to read in good faith, look at my website. It's all there. It's really all there.

[00:46:44] MB: Well, Scott. Thank you so much for coming on the show and one more time, what is the URL that listeners can find you and all of your work at?

[00:46:52] SS: Scottshay.com.

[00:46:58] MB: Well, Scott. Thank you again. A fascinating conversation. So much more we could have explored. I really appreciate you coming on the show and sharing your story and sharing your wisdom.

[00:47:06] SS: Matt and Austin, it has been a pleasure to be with you today.

[00:47:09] AF: Thanks, Scott.

[00:47:10] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Don't forget, if you want to get all the incredible information we talk about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top. 

Thanks again, and we'll see you on the next episode of the Science of Success.

July 14, 2020 /Lace Gilger
Influence & Communication
Robin Dreeke-02.png

Hard Truths About Predicting Behavior with Retired FBI Special Agent Robin Dreeke

June 04, 2020 by Lace Gilger in Influence & Communication

In this interview, we dug really deep into some of the stories from Robin’s past included in his new book. Everything from being in New York City near the towers when they fell to recruiting a Russian Spy asset. Some seriously intense stories, it flows like an episode of Homeland or something out of a spy novel. Then we go deep into the six-step system Robin has outlined to predict people’s future behavior, what motivated them, and some of the hard truths about behavior prediction. 

Robin is a best-selling author, professional speaker, trainer, facilitator, and retired FBI Special Agent and Chief of the Counterintelligence Behavioral Analysis Program. Robin has taken his life's work of recruiting spies and broken down the art of leadership, communication, and relationship building into Five Steps to TRUST and Six Signs of who you can TRUST. Since 2010, Robin has been working with large corporations as well as small companies in every aspect of their business. Whether it is newly promoted leaders, executives, sales teams, or customer relations, Robin has crafted his People Formula for quick results and maximum success. He is the author of both The Code of Trust and his latest book Sizing People Up: A Veteran FBI Agent’s User Manual for Behavior Prediction. 

  • Robin’s past and some of the incredible stories from the time he spent in the FBI and the cases he worked. 

  • Why now was the time to write his new book!

  • A recap of our first episode and some of the main takeaways from his first book. 

  • Stories of...

    • 9/11 World Trade Center Attacks

    • Working a high-level Russian Asset. 

  • The problem with gut feelings and how they can lead you into some poor decision making… or not. 

  • The fundamental truth about predicting behavior. 

  • The one thing you can almost always count on people to do when you are looking to predict their behavior. 

  • The six steps to predicting behavior...

    • Vesting

    • Longevity

    • Reliability

    • Actions

    • Language

    • Stability

  • The Hard Truths About Predicting Behavior

    • Variability

    • Immunity

    • Vulnerability

    • The 50% Rule

    • Intuition

    • Appearances

    • Longevity

    • Perceptions

    • Persistence

    • Trust

  • Predicting behavior is NOT about good or evil or even truth or fiction. 

  • Real-life examples of understanding the needs of others to predict their behavior. 

  • How to reveal a dishonest person. 

  • Robin’s choice for the best leader in history. 

  • Homework: Find a way to stay connected to one another. Even if it’s online during a pandemic. Also, take note of others' priorities and talk in terms of those, keeping in mind how you can be of service. 

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Robin’s Website, The People Formula

  • Robin’s LinkedIn, Facebook, and Twitter

Media

  • The Nashville Ledger - “How to know who you can trust when the worst happens” By Terri Schlichenmeyer

  • Northern Nevada Business Weekly - “Biz & Books review: ‘Sizing People Up’ takes on behavior prediction and business” by Terri Schlichenmeyer

  • Parade - “Former FBI Agent Reveals 10 Signs You Might Be Getting Fired—and What to Do About It” Brittany Galla

  • Entrepreneur - “10 Signs People Believe In You and Want You to Succeed” by Robin Dreeke

  • INC - “7 Ways to Get Someone to Like You, According to an FBI Expert” By Melanie Curtin

  • Medium - “An FBI Analyst’s 6 Steps for Predicting People’s Behavior” by Robin Dreeke

  • CNBC Make It - “Former FBI agent of 21 years: These are the 8 biggest ‘warning signs’ that reveal a dishonest person” by Robin Dreeke

  • Opensource - “Crucial lessons in building trust from a former FBI agent” by  Ron McFarland

  • News Break - Topic Robin Dreeke

  • Dr. Diane Hamilton - THE CODE OF TRUST WITH ROBIN DREEKE AND THE EVOLVING ENTREPRENEUR WITH NATHAN KIEVMAN

  • Knowledge@Wharton - How to Build Trust and Lead Effectively

  • [Podcast] The Smart People Podcast - 345 – ROBIN DREEKE – HOW TO RECRUIT A RUSSIAN SPY

  • [Podcast] Accidental Creative - Sizing People Up (with Robin Dreeke)

  • [Podcast] JumbleTHINK - The Life of a FBI Spymaster with Robin Dreeke

  • [Podcast] Break it Down Show - Robin Dreeke - Sizing People Up, Developing Trust

  • [Podcast] Roger Dooley - Sizing People Up with Robin Dreeke

  • [Podcast] Art of Manliness - Podcast #577: An FBI Agent’s 6 Signs for Sizing People Up

Videos

  • Robin’s YouTube Channel

    • It's Not All About "ME": The Top Ten Techniques for Building Quick Rapport With Anyone

  • DEFCONConference - Robin Dreeke - Sizing People Up - DEF CON 27 Social Engineering Village

  • CMX - Robin Dreeke: How to Build Trust with Anyone

  • Quotable - How to Build Rapport With Anyone, with Robin Dreeke [Sales Machine NYC 16]

  • Jenny Blake - 163: Sizing People Up with Robin Dreeke — Pivot Podcast with Jenny Blake

  • eSpeakers - Robin Dreeke: "Video Podcast about The Code of Trust"

  • SocialEngineerOrg - Ep. 120 – Sizing People Up - LIVE AT DEF CON 27 with Robin Dreeke

  • Modern Wisdom - How To Read Behaviour Like An FBI Agent | Robin Dreeke | Modern Wisdom Podcast #063

Books

  • Sizing People Up: A Veteran FBI Agent's User Manual for Behavior Prediction  by Robin Dreeke and Cameron Stauth

  • It's Not All About "Me": The Top Ten Techniques for Building Quick Rapport with Anyone  by Robin K. Dreeke

  • The Code of Trust: An American Counterintelligence Expert's Five Rules to Lead and Succeed  by Robin K. Dreeke and Joe Navarro

  • The People Formula Workbook  by Robin K Dreeke

Misc

  • [SoS Episode] How This Government Agency Spy Recruiter Hacked Psychology To Change Anyone’s Behavior with Robin Dreeke

  • [Sos Episode] The Shades of Influence with Robin Dreeke and Chase Hughes

  • [White House Bios] Ronald Reagan

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[00:00:12] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet with more than 5 million downloads and listeners in over a hundred countries.

In this episode, I've got Austin in the studio with me. Austin, what's up? 

[00:00:25] AF: What's going on, Matt? What’s going on everybody? It's good to be here. 

[00:00:29] MB: I'm really excited to be turning the wheel over to Austin. He is going to be taking the lead on this episode. He's going to be the one interviewing Robin, and I'm really excited for all the wisdom and the insights that Austin brought to this conversation. 

[00:00:42] AF: Yeah. It was really great, and you couldn't really pick a better guest for me to take the wheel on this one. Robin is just such a joy to talk to. We go deep into a lot of his content in the past. Obviously, a very extensive background in the FBI, and one of these are really enjoyed with the interview is his storytelling. It's extremely engaging. It’s extremely insightful. Looking forward to it. Excited to be taking the mic for a little while, and of course I would welcome any feedback or insights. So let’s start the conversation. Shoot an email, austin@successpodcast.com, and we'll go from there. 

[00:01:15] MB: As longtime listeners will know, Austin is my business partner. He’s the producer of the show. He's been around since the very early days of the podcast. I'm really excited to be bringing him more into the content. He's going to be joining me for more interviews, more conversations and he's already been a part of a number of episodes that we've done. With that, I'll turn things over to Austin and we’ll get started with the episode. 

[00:01:35] AF: Well, I really couldn't have picked a better interview to start my first solo interview with, and it’s Robin Dreeke. In this interview, we really dug deep into some of the stories from Robin's past including a lot of points in his new book. These stories including everything from being in New York City near the Towers fell, to recruiting a Russian spy asset. I mean, some really intense stories and it flows like an episode of a Homeland or something out of a spy novel. Then we go really deep into the six-step system. Robin has outlined to predict people's future behavior. What motivates them? And some of the hard truths about behavior prediction. 

Now, are you a fan of the show? Do you like what you hear and you want to learn more? If you do, head to our website and sign up for our email list. You're going to get a ton of great information. We send out emails every week with curated content every Monday. We call it Mindset Monday, that we've really been ingesting that has made a really actionable impact on our lives and that we want to share with you. 

On top of that, you’re going to get a free course we created called How to Create Time for What Matters Most and you’ll just have an open line of communication between myself and Matt and you. If this sounds like something you’re interested in, go to the website, www.successpodcast.com and sign up for the newsletter today. 

Are you at the gym? Are you on the go? That's fine. Just text the words SMARTER, that's S-M-A-R-T-E-R TO 44222 and that will sign you up for the email list as well. Now, if you haven't had a chance, I recommend going back and listing to last week's episode with James Clear, James, like Robin, a second-time guest on the show, but an incredible interview that delivered a ton of value. In that episode, Matt and James show you exactly how to build the habits and routines that you need to succeed. How to break down what makes powerful habits and really share what I think is really one of the most important points for just how to stay motivated and productive no matter what happens. All that and more with Matt and our guest, James Clear, from last week's episode. 

Now, without further ado, I present to you our interview with Robin Dreeke. 

Robin Dreeke is a best-selling author, professional speaker, trainer, facilitator and retired FBI special agent and chief of the counterintelligence behavioral analysis program. Robin has taken his life's work of recruiting spies and broken down the art of leadership, communication and relationship building into five steps to trust and six signs of who you can trust. 

Since 2010, Robin has been working with large corporations as well as small companies in every aspect of their business, whether it's newly promoted leaders, executives, sales teams, customer relations, everything, Robin has cover. Robin has crafted his People Formula for quick results and maximum success. He is also the author of the book The Code of Trust and his latest book, which we discussing this interview, Sizing People Up: A Veteran FBI Agent’s User Manual for Behavior Prediction. 

We hope you enjoy the show. 

[00:04:44] AF: Robin, welcome back to the Science of Success. 

[00:04:47] RD: Hey, it's a great place to be back to. I appreciate you having me back.

[00:04:52] AF: Absolutely. Absolutely. It's been a while. For listeners obviously who may have not listened to the first episode you have with us back in 2017. Just tell me about a little bit about yourself. What you do and kind of your story. I know it's a lot of ground to cover, but just give us some context here for those who may not know.

[00:05:05] RD: Sure. I’ll give you the quick bullet points on it. I’m a ‘92 Naval Academy graduate. From there, I went to the Marine Corps. From there, in 1997, I went into the FBI. In the FBI, I did nothing but counterintelligence. Basically, I recruited spies and I served in New York, Norfolk, FBI headquarters, Quantico, Virginia and Fredericksburg, Virginia. In 2010, I took over as the chief of the counterintelligence behavioral analysis program and retired a couple years ago. Since 2010, I've been running my own company, People Formula, which is all about developing trust and relationships for every aspect of your life. 

[00:05:40] AF: That's a nice little summary there. I can see that you’ve done that a time or two. On top of all that, you failed to mention writing some pretty kick-ass books from them. 

[00:05:48] RD: Oh, yeah. Yeah. I got three books out. My first one I self-published back when I'm still working at Quantico. It's called It's Not All About Me: The Top 10 techniques for Building Quick Rapport With Anyone, and my wife routinely holds that book up in front of me daily and says, “Hey, remember this. It’s not all about.” 

Then the next one that we met on and we chatted before, which was The Code of Trust. That came out in 2017, and that is a book about behaviors that you need to exhibit in order to inspire, trust to build good healthy relationships. My current one, which is called Sizing People Up, which is all about assessing others for trustworthiness, but I quickly redefined trustworthiness because that can be very subjective and can be fraught with a little danger a little often times, but it actually comes down to predictability of what people are going to generally probably do in different situations. Really, for the main point of it is, how could we understand people at a much deeper level so we can continue to build upon those great healthy relationships both personal and professional? And in today's world, it's extremely applicable to virtual as well. For every aspect of our lives, and even today when we’re dealing with COVIT-19, people are doing a lot of online interacting, training, selling, leading, and it's all completely applicable to every aspect. 

[00:07:05] AF: Yeah, I couldn't agree with that more. I mean, your work is so fascinating. It’s something that I kind of nerd out about in general, but just the whole idea of like how you establish rapport. How you go about these relationships? Especially given your background, it's extremely counterintuitive to a lot of what I think people say. I mean, even going through your bio, I think a lot of people probably recognize some of those acronyms. They would kind of assume from television or everything how your life must have been, but the way you actually were as effective as you were and to have a career as long as you’re dead and are continuing to have that's sort of influence, it's kind of counterintuitive.

[00:07:36] RD: Yeah, and thanks. It absolutely is. From that background, you can hear, I am a biologically, genetically coded hardcore type A, which in all human beings, we are genetically coded for survival and self-prosperity. We always are looking to self-promote in most situations, but if you're wanting to develop trust and healthy relationships, you've got to make it about others. You have to understand how do you make a conversation about everyone else but yourself? How do you become a resource for the success of others? Because ultimately if you're not talking in terms of what's important to someone else in terms of their safety, security and prosperity, you're wasting your breath, because really, no one is paying attention unless it's important to them. This whole process that I came to understand as why I call my books my manuals on how not to be the moron I was born to be. It’s about how do you do this? It's a subjective art form that half the population is born with and the other half of us are trying to figure out what they're doing, and yet the ones that are doing it naturally have no idea how to articulate it because they're just being who they are. I like breaking down this beautiful poetic mosaic of art into a paint by number for folks like me.

[00:08:50] AF: Yeah. I love it. I absolutely love it. I am curious too, kind of taking a step back. Last time you’re on the show back in 2017 to discuss The Code of Trust. Very kind of counterintuitive to a lot of people’s kind of gut feelings and how to build relationships. The new book, Sizing People Up, is a little different. How was it different writing the two books and kind of how did you go about sort of, in some ways, kind of expanding on but adding to the work you’ve done in the past?

[00:09:14] RD: It was fun. It was a natural progression that happened. Code of Trust came out, and I live the code. I try my best to live the coda of trust every day, which is how do you make it about everyone else but yourself? You seek their thoughts and opinions. Talk in terms of their priorities. Validate people and give them choices. That ensures the conversations about them. 

What happened was because the code of trust, in order to inspire trust in others, you have to really focus on people very, very deeply to understand them. What I was realizing was, “Wow! The more I understood people, the more predictable they became.” So there's some very easy truths about human beings, and one of them is that human beings are exceptionally predictable, and this what I found after living the code of trust for a while, was that every human being is genetically and biologically coded to take care and support our own safety, security and prosperity. We will always act in our own best interest in terms of safety, security and prosperity. 

All I have to do now is figure out what you think is in your best interest and I now know what you're going to do. That's where it all started from. And so I really took a deeper dive to understand, “All right. What are some signs that I can actually reasonably predict someone's going to do that makes them more predictable?” Again, because I want to understand people. Code of trust about my behavior that I can do to inspire trust. The next book, this one, Sizing People Up, is actually really focusing on the behavior of others and assessing them. 

[]00:10:39 RD: Yeah, I love that. Then the point, the one thing you can almost always count on, can always predict people to do, is to act in our own best interest. It was really huge for me. I want to come back to that. But one of the things that grabbed me, and I really can't recommend the book enough, was kind of the way that you utilized storytelling to get a lot of these points across. I mean, you start the book out with an incredibly powerful story and then it kind of goes into this longer narrative, and it really reads like something out of Homeland. I mean, I’m a big like Homeland show time fan, but it really grabs you. Do you mind kind of sharing like setting the stage for what the narrative is and how you kind of start these stories? Because I mean, once I started, I couldn't stop. 

[00:11:16] RD: Yeah, and thanks. Actually, it’s so funny. Not funny, but kind of tragic at the same time right now. We’re kind of going through the same type of time period. The book really kicks off at 9/11 in New York City. In my career in the FBI, I started in New York City in 1997 in Manhattan and I was there until around 2005 or 2006. I was there. My office building was about five or six blocks away from the World Trade Center and I was in the office. Actually, I was on the street when the North Tower got hit by the planes, the first plane coming down the Hudson. I immediately went up to my floor, which I worked on, which is the 25th floor in 26 Federal Plaza. Me and a bunch of other agents are looking at this phenomenon that was going on, and it was looking like a movie., but it didn’t really hit you yet. Because remember, this is when the first tower had gotten hit. 

I'm watching the smoke starting to expand on the floor in which it went in and it's getting worse, and I remember thinking to myself, “Man! How the heck are they going to put that fire out?” Then the South Tower got hit and I remember that came through like a fireball, like we’ve all seen on TV. When you're watching it live, it looked like a movie. 

But the thing that really started to strike me right away was I was counting – You're watching and you're seeing what you thought was debris falling from the north tower, and when you took a closer look, you realized your mind wasn't really wrapping around it, but actually you’re seeing arms and legs flailing on the way down. I remember I was counting – It was weird. I was trying to time in between what I’ve seen you people jumping to see if it was getting worse or better, and I was on number eight when the South Tower got hit. 

[00:12:55] AF: Oh my God! 

[00:12:56] RD: Yeah. The whole thing starts off there. There is an engine that landed about 30 or 40 feet from my car. The plane that hit the South Tower, one of the engines flew up far enough north that land pretty close to my car. The whole thing kicks off with me in New York City. I'd been an agent from ‘97 to when this happened in 2001. So about 4, 4-1/2 years or so. What had happened was, and I explained in book, one of my brand-new confidential human sources I had, we call him Leo in the book. Again, I protect identities of everyone and I split and spliced all the cases together so that I don't give up anything, as otherwise the FBI prepublication review would've been all over me. 

[00:13:32] AF: Sure. Sure.

[00:13:34] RD: But it really kicks off with Leo. I'd worked Russians most of my career, and especially to that point, it’s nothing. But I remember going to Leo and said, “Hey, we need to kind of retool ourselves here and do something different and go after folks in the Middle East to try to get some intelligence so we can do something to help this.” Yeah, he came up with an individual pretty rapidly that was tied to a leader of another country, a Middle Eastern country, and I don't want to name anything. But the challenge at that time was can I trust Leo? Can I trust this individual that says he's got these ties to this foreign leader when he’s willing to share information? Then how do I inspire my management to trust me as well with only 4, 4-1/2 years in that I'm not going to cause some international incident? It was really a critical time to really figure out very rapidly, like I have an opportunity to do something to help and make a difference, and yet I have all these different factors. I’m the spoke in the hub on all these and how do I get everyone on board to move things forward?

[00:14:38] AF: Yeah. I mean, it really is. It grabs you from the beginning and it reads like fiction. It's like something out of a spy novel, and obviously you lived it. So it definitely is the source material there. But when you were going through, especially like in the first contact you made with the Leo character, it’s cool how it reads like fiction, and it's a story, but there are lessons embedded in the story that you then come back and outline more clearly. I want to dig into some of the six-step system that you’ve outlined and everything. But something you mentioned as you are talking to Leo the first time was he would come out, he thought he was drunk. He was like making a drink, but he'd have like weird moments of clarity. His eyes were piercing and some of the stuff he did you sort of reacted in a way that you even know in the book. If I knew then what I know now, I wouldn't have reacted that way. 

One thing that really stuck out to me too kind of even before Leo, mentioning of Leo’s story, was regarding gut feelings. The quote you have was, “I had a great deal of confidence and gut feelings back then. Now, I don't.” What's the problem with our gut feelings and our gut reactions when we’re sort of reacting to a situation?

[00:15:40] RD: Yeah. Gut feeling is that intuition kind of aspect that people have or will sometimes depend upon a lot. I'm not discounting it. I like to kind of bifurcate different aspects of it. There is one aspect of that gut feeling that can really undermine us a little bit in assessing others, and that is liking someone or disliking someone, because liking – Well, if you like someone, it’s not a paintbrush that everyone does this or no one does this. Extremes on anything are usually fraught with danger. Anyway, but in general, when you like someone, it’s because you share the same morals, ethics beliefs, background, interests, things like that. 

If you like someone, you think you can trust them. But unfortunately, just because you share all these kind of similarities, it doesn't mean you can actually trust them to perform a certain function. The greatest analogy I use is like flying. I'm a pilot and I volunteer as an angel flight pilot, and just because I trust you doesn't mean I can throw you the keys to the plane and trust you to fly us and not kill us. I mean, liking. If I like you, it doesn't mean I can trust you to fly us and not kill us, because that's not in your skillset because I can’t – A lot of people overlap that liking with trust, and no. Intuition is kind of a very subjective, and one of the things that goes into intuition is whether you like someone or don't like someone. It creates a very big bias in our minds when we regard people. That's one area I like to kind of try to avoid, because it's kind of fraught with peril. 

[00:17:16] AF: Yeah, and it makes perfect sense as to why it would be. I think even now, kind of as we look at a country, it's sometimes can seem very polarizing and a lot of times we’re making our opinions on situations simply based on whether or not we even think we might like somebody or dislike somebody. 

[00:17:31] RD: You brought up a great point there. Polarizing is absolutely right. Just think about President Trump. We don't have to talk politics at all. Here's why I think the country is so divided on this, is because he is probably arguably – He was the most well-known candidate to run for president in our history, because he had done so much reality TV, had been out there for so long. I mean, I remember in New York years and years ago when he had Trump Airlines. I mean, he's been around a long time. 

When someone's around that long and they are that well-known, you form whether you like him or don't like him. On either side, when you have that bias, it does not matter anything that person does. You see it through an optic of liking or disliking, and that's why both sides are really dug in. I mean, just ask yourself, “Who’s members of my family don't like him?” 

I asked one of them when I came up with this theory about why he’s so polarizing and I remember they said, “Well, I don't believe that. That's not what I think at all.” I said, “Okay. Well, help me understand. So you don't like him. Correct?” They said, “Yes.” I said, “All right. Is there anything he could do that you would agree?” “Oh! Absolutely not.” I said, “There you go.” 

[00:18:39] AF: Yeah. 

[00:18:41] RD: You just think of the reactions that both sides have regarding him. The people that like him, he can do no wrong in anything. The people who don't like him, there's nothing he can do right. When I brought this up before, the same can be said of Hillary Clinton as well because she's been around a long time. It's a very polarizing time I think and it’s because social media and media is so prevalent in everyone's lives that everyone really knows everyone. Maybe not for who they are, but at least they’ve been out there. You get that liking or disliking bias in there and it really clouds the ability to objectively look at cause-and-effect of behaviors. 

[00:19:23] AF: This episode of the Science of Success is brought to you once again by our incredible sponsors at Brilliant. Go to www.brilliant.org/scienceofsuccess to learn more. For a limited time, the first 200 of our listeners to sign up get 20% off in annual premium subscription. Brilliant is a math and science learning platform and they’re mission is to inspire and develop people to achieve their goals in STEM learning. I love it. The courses Brilliant offer explore the laws that shape our world and elevate math and science from something to be feared to a delightful experience. 

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[00:20:50] AF: It's interesting. For me, personally, I find it like I'm the kind of person that typically I will like somebody. If they pass the gut test, I’ll like him. Until they give me a reason to, I typically trust people. Problem is as you go through life, the older you get, the more experience you have, and I'm kind of starting to realize, “Well, maybe that blind trust, that deep front is not warranted,” maybe just because you kind of look like me. I shouldn't just automatically think that I kind of like you. 

What are some things that we can do to kind of maybe take a step back and start to develop a natural sort of assessment versus just kind jumping in and liking or not liking or trusting just because that’s how we've always done or how we've always interacted with people that may look or act like us.

[00:21:33] RD: Well, and that's a great question. And I'm like you, and I think a lot of people are. I start from the default of liking, liking and trust, because that gives me the ability to have curiosity. Because if I have curiosity about you, I'm going to find out about you. When I find out about you, then I'm going to start being able to assess unbiasly. 

I'm just like you. Not a problem at all. But the first I think people always ask me, “So what's something I can do really fast to start assessing someone whether I should trust them or not trust them?” I said language is probably – Again, it's number five on my list. Language is really easy to quickly assess. What I'm looking for in language, and you can assess this in the first couple minutes when you're dialoguing with someone. Are they making the conversation about themselves or are they making the conversation about you? How do you do that? How do you asses that? People – Here’s another truism about human beings. We are genetically coded to want to belong to meaningful groups and organizations, affiliate with them and be valued by them. Language that demonstrates that is seeking thoughts and opinions. Talk in terms to that person's priorities. Validate who they are, their thoughts and opinions without judging them and give them choices. 

What I'm looking for rapidly in a conversation with someone is are they seeking my thoughts and opinions? Are they talking in terms of my priorities? My needs, wants, dreams and aspirations, things that are important to me? Are they validating me without arguing with me, or challenging me, or judging me, and are they, if appropriate, give me choices? Because that's what I'm doing when I'm interacting with someone, because that's how I inspire trust. What I'm looking for is, is that person at least 50% of the time doing those things with me? Now, if they’re saying those things and have a least one of those things in every sentence they say, now I'm going to look for nonverbal congruence. In other words, I'm looking for good high-comfort nonverbal displays while they're saying these things indicating that they have high-comfort and confidence with making the conversation about me. Most likely, this is someone who’s stepping off on the right foot with me. 

High-comfort things I'm looking for is smiling, a little bit of a head tilted to the side, exposing the side of the neck in the carotid artery. Saying, “Hey, I trust you not to rip my jugular out.” I’m looking for eyebrow elevation rather than compression. Basically, anything that's coming up and out and open with the body, which is saying I'm open and accommodating. When you see that kind and nonverbal display with someone using words like that, that's a really good first indicator. 

[00:24:01] AF: No. It's interesting, and I really want to follow your lead here. I really want to seek your thoughts on one additional thing right before I dive into what I know. One of your priorities is, is to kind of get into the real six-step system, which just hearing your language, and I can't wait to hear your thoughts on. But you mentioned predicting behavior of others is not about good or evil, or truth or fiction. And then I'm curious, how does that tie back to that people will always act in their own interests? Because it's not clear-cut. But when I’m doing research, I noticed you said it's not about good or evil, truth or fiction. It's more nuanced, but then everyone's going to act in their own self-interest. What's that relationship there? How do you kind of suss out what might be your good or your evil and how predicting behavior kind of goes into how you view what those interests maybe that other people have?

[00:24:47] RD: People acting in their normal best interests comes down to what they think their best interests are and their context. This is all about where context comes in. In understanding someone else's context without judging them is something that I learned over time. I come from the Northeast. I was born in Manhattan. I grew up north of the city. I'm an extrovert from New York City, which makes me exceptionally judgmental. Cap that with my personality type, which is on the Myers-Briggs ENTJ, extroverted, intuitive thinking, judger, which means life’s natural leader, the executive. Oh no! When you're 20 years old, I called it narcissistic megalomania jerk. 

When you put all those things together, you get a very, very judgmental human being. But when I was in the line of work for as long as I was, 21 years, here's another guarantee. If you knock on someone's front door and your job is to develop a relationship to hopefully gain intelligence to protect the National of the Security United States and you knock on that front door with a preconceived notion of right and wrong, of evil or good, and someone comes to the door that doesn't look like you r o speak like you and you're going to judge them, I can guarantee what it's going to happen. Shields up, no information. You're going to fail. If I fail, that means intelligence collection fails, which means your national security is compromised all because I was too full of myself to get over myself to understand their context at how they saw the world through their optics. It really comes down to this whole thing, is understanding what they think is in their best interest, not judging what they think is in their best interest and understanding why and how they think that way. In other words, have curiosity. 

I started building a lot of muscle memory over never being shocked by who I encountered, what their thoughts and beliefs were, and just being curious about it. Because once I started understandings – Because that's what validation is, that third thing out of the four things I say you do, is validate someone without judging them. IT doesn't mean I'm agreeing with you. It means I'm seeking to understand you. Human beings don't necessarily need you to agree with them. Human beings are just want to be heard and understood at a very primal level, because, again, when someone feels like they’re heard and understood, they feel like they’re being accepted part of that tribe, because our genetics are saying, “If you're not part of a tribe or a collective, the likelihood of your survival is slim to none.” 

Every time it's been demonstrated that we’re accepting an understanding, our brain is releasing dopamine. All the pleasure centers in the brain are firing. That's where you have to build that understanding of trying to dig deep to understand context. Again, no right, no wrong, no evil or good, just understanding. 

[00:27:17] AF: It's interesting. I think that's probably at least in my mind where a lot of kind of like popular culture or popular opinion might get all of this wrong, is it's not just so clear-cut. It's all about context and understanding how they view the world so you can understand what their priorities are.

[00:27:34] RD: Yeah. You can take it at a really light level to understand it, because I remembered when someone asked me, or quite a few times, “Hey, Robin. You worked Russia most of your career. Are you a Russian expert?” I think, “Hey, if you’ve done something for over 10 years, it makes you an expert in that field.” All I said back to him, I said, “Well, you lived in the United States your entire life. Are you an American expert?”

[00:27:53] AF: Yeah, that's a really, really good point.

[00:27:55] RD: I mean, just even my own state. I live in Virginia. It’s not even a state. It's a Commonwealth. If you go out to what we call the I-81 corridor in the West – It's Interstate 81. You start north, which is in Winchester, Virginia and you go all the way down to Bristol, Virginia. You probably go through at least three different dialects and accents ways of living life, and then you have the Richmond area, which is different, and you have the Norfolk and the Tidewater. Northern Virginia, which is all transplants around DC. I mean, and that’s just one Commonwealth. The context that everyone has about how they see the world to their particular optic is very, very different in all that. 

I mean, when you look at the political map for a state or my Commonwealth, our state has a Democratic governor and our Democratic senators. So it's blue in those areas. But when you look at the voting population across the state, it's very, very red. That just shows you, it's just a different demographic, different context, different belief systems. All these things are just different. No right or wrong. It's just what it is. Diving deep to understand that is really, really important, because that's what, again, people are seeking.

[00:28:58] AF: Yeah, I love that point, and I think it’s lost on so many folks. Switching gears here a little bit. In Sizing People Up, you've got the six-step system outlined and you already dove into language, which actually just hearing you explain it, you had a little lot more than I was even expecting. Do you mind sharing that system with us and maybe going – I don’t want to give away the farm, but at a high level kind of what each of these different steps in the system outlined. Then there's a couple that caught my eye that I kind of want to dig into. But take us through it if you don’t mind. 

[00:29:26] RD: Sure. These six signs, and there is no one sign that's more important than the other and you don't have to have all six. These are just indicators of predictability in different aspects and areas. The first one is vesting. Vesting is how much is this individual I’m engaged with vested in my success as much as they’re vested in their own? 

Signs of vesting that you can have in the workplace or simply if my boss is vested in me, he or she is going to send me to training. They're going to put me in jobs that are going to enhance my resume. They're going to include being projects that are good for my career. That someone who is invested as much is in me, in my success, as they are their own. Because I know if I'm successful, they'll be successful. It's one of those if you win, I win kind of scenarios. 

The next is longevity. Longevity is, “Does this person individual? Are they indicating through their actions, words and deeds?” They see this relationship together as long or is it short-term quid pro quo? Signs of longevity are kind of like vesting, but they’re more in the area of we established traditions together. We get together for coffee once a month, or in today's world, we’re having a Zoom happy hour once a week. I mean, there're all new traditions being established now to demonstrate longevity and a desire to continue long beyond just today. Your boss gives you projects that aren’t due next week, but are maybe something that's going to be due in a year or two. That's a good sign of longevity. 

Reliability – Reliability is the combination of ability as well as diligence to do it. In other words, you’re competence to do the job that you say you can. In other words, if your resume says you can do something, that's great, but do actually have the skills, and ability, and diligence to follow through on it? I'm looking for reliability. In other words, are they just talking the talk? Are they talking the talk and walking the walk? That combination there. 

Actions – Actions is kind of a twofold thing with me. Actions, I'm looking for positive actions that people take. In other words, they say positive things about people behind their back. They don't spread gossip. They don't spread rumors. They’re very positive in their actions, in their words that they’re doing. As well as, my favorite part of it is, and that is I call it past patterns and key behaviors. In other words, if I see you do a certain task or a job the same way like two or three times in a row, the likelihood of you doing that same way four, five and six times is pretty dang hi. Unless – Now if it changes and you don't do something the same way, then that means something went sideways in your life. There’s a new stimulus that came in there, which gives me curiosity. “All right. What happened? Here are the causes.” A change. That's what actions are about. 

Language, we already went over. I'm looking forward, seeking my thoughts and opinions. Talking in terms of my priorities. Validating me, which we just talked about, and empower me with choices. Finally, sign six is stability. That relates to emotional stability. When times of stress and like we’re going through right now, are people going off the rails and staying off the rails or do they have the ability to maintain emotional stability and come back to good cognitive thought and process?

[00:32:28] AF: Out of these six, if I'm using this system to predict behavior, how susceptible would this be to someone who's trying to manipulate us or lie to us? Because it seems to me that one of these – I have experienced someone being able to use one, two, maybe three of these to manipulate, but all six would seem difficult. How do we kind of spot someone who might be using these to try to mislead us or manipulate us?

[00:32:52] RD: I get a lot of questions a lot about manipulation. As I've said before, I am the counterintelligence spy recruiting guy, that I am 100% anti-manipulation. There’s a long way around to answer your question, but I have these three anchors that I do, which are my absolute end goals in every situation and encounter I have with every human being. My number one is a good, healthy professional relationship, because if I don't have a good healthy relationship, everything else will fall apart. It doesn't matter what little milestone I'm trying to achieve in life. You cannot achieve anything without good relationships. 

I always say you can have the greatest genetics, biology and intelligence on the planet, but without relationships, you might as well be a moron on top of a mountain by yourself, because you will achieve nothing. Everything comes down to moving forward in life with relationships. I value that above all. In order to have those, the second step is you have to have open, honest communication transparency. That's the key that I'm looking for to ensure that I don't deal with manipulators, because people say, “How many times did people try to manipulate you, Robin, using the same techniques?” I said, “It doesn't happen.” “What do you mean it doesn't happen?” “Well, it doesn't happen,” because if you're talking in such a way, which you're using a lot of words, a lot of confusion, or you're trying to beat around the bush on a certain topic or whatever it is and I seek transparency, because again, healthy relationships are based on open dialogue and transparency. If I'm seeking transparency and you're not giving it, that means I'm not ever going to say you’re a manipulator. All I'm going to say is that, to myself, is that you are not looking for a healthy relationship in this lane, and I'm going to back away. 

I avoid the manipulation. I spot it, because if you're not looking to have an open, honest communication and transparency with me in this area, that means something's off. It might be an attempt of manipulation. Manipulation – People generally don't think of themselves as manipulators. They’re trying to get what they want, which is pretty much the same thing. But if they’re trying to get what they want, which is fine, but if they're trying to get what they want with use of deception and a subterfuge, yes, manipulation. I back away. 

The other thing I'm looking forward to is that congruence. I talked about the congruence between language and those nonverbal indicators of comfort. I'm looking for the same thing in all these signs. I should be seeing, when you're interacting with me and we have a good healthy relationship, I should see nothing but good comfort nonverbal displays. If I’d start seeing stress displays where we got a lot of close body positions blading away, leaning away, lip compression, eyebrow compression, all the things that are kind of scrunching the body in, at the same time they're trying to say these positive things. That means we have incongruence. That's what gives us that creepy used car salesman's feeling. It’s that incongruence between good words and technique, but feelings and emotions that are completely opposite of that, which gives that negative nonverbal indicators. That’s what I’m looking for. I’m looking for transparency and congruence to make sure that we are not dealing with a manipulator. 

[00:35:50] AF: When you look at these six steps, it's interesting. They're not all mutually exclusive, because reading through a lot of this, I was reminded of, we've got a company that does restaurant technology, and obviously restaurants right now in the midst of a COVID-19 crisis is just appended, right? One of the things that we do is online ordering. I was talking to a large company and they wanted to implement online ordering, because right, curbside, you have so many phone lines and yadi-yada. We were talking, and basically it was like, “Can you waive fees through all these?” I was like, “Sure. We can get very creative. I know it’s a difficult time.” But if we’re going to waive a lot of fees and we’re going to do discounted pricing in the long run, what we’re going to need is you at least a year to three-year long contract.

Then it was like, “Woah! Woah! Woah! Woah! Woah!” Like, “Well, we’re not really in a time to sign a long term contract. We just don’t know where things are going to be.” But trust me, we want a long term partner, but we want to start with no contract just month-to-month with the first couple months waived. 

In my head I was like, “Okay. So we’re going to go month-to-month. We’re going to waive the first three months, but you're not going to put your name down on anything that would tie you to us for any longer than that.” It seemed a little weird to me. But going through like the six-step system and also some of the things you look for manipulators, all the people I talked to were extremely informative. They were extremely transparent. Obviously, they told me the situation. They seemed very comfortable. Of courses, it’s all digital. But the more I kind of read through your system, it was like I don't think they're being intentionally manipulative. I think it's more just laying your cards on the table and showing what is said actually a win for me, which then allows me to work to see what would be a win-win. 

If I just went with the one, I'd be like, “Well, you guys are being dishonest. You’re trying to manipulate me into working for free. No. No. No. We’re going to leave it,” which would then kind of shut me down to establishing that healthy relationship. But if I can kind of get this full picture, I mean, especially using this framework, like they hit every single box except for longevity, which – I mean, they respond to emails. They pick up phone calls. They're very responsive. But looking at just longevity I’d like, “Wow! They're trying to manipulate me,” which is what I thought. 

Honestly, about six hours ago, because now I think through. It’s like, “Well, they are reliable. Their actions are – They are following through in what they’re saying they’re going to do. They’re very stable in answering the phone. They don't get very emotional about things.” It changes immediately. The short-term interactions you’ve been having, or not short-term, but the recent ones. I mean, it's amazing how this lens can be just put on and immediately kind of change your interactions.

[00:38:26] RD: What a great perfect example that is too. I don't really talk about in this. I talk about it in my first book. What they gave you in return was they gave you a time constraint, because a lot of times time constraints make people feel a lot more comfortable because they feel like they have a little more control. They were giving you all the great signs. As you described it, it’s like, “Oh! They’re hitting on everything.” Because the big thing they’re hitting on with you is what? You said it. Transparency. They’re being as transparent, but they gave you a time constraint, because people right now are fearful of long-term relationships because we don't know what tomorrow is. I think it's very reasonable for people to say all these other things in this right way, but so what we don't have right now is the signs of longevity because of fear. But as long as someone is being transparent about their unwillingness to do it, that's trustworthy, or that’s predictable, because they’re transparent about it. 

Now, if they were hemming and hawing and trying to make excuses. No! That someone that’s – But if they’re being so transparent. They’re giving you all these other positive signs. Yeah, it sounds like a good deal. 

[00:39:31] AF: What’s up everybody? This is Austin Fabel, producer and cohost of the Science of Success. This episode of the Science of Success is brought to you by the mobile at Best Fiends. That's best friends, but without the R. Best Fiends is honestly one of the best mobile games I've ever played. If you're looking for a truly fun and an engagement way to past the time while enjoying a great story, some awesome visuals, Best Fiends is absolutely for you. 

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[00:41:13] AF: One of the things too, and this is kind of sticking in this like sort of business vein, but what role does persistence have in like predicting behavior and establishing these relationships? Because when you think about salespeople, it's like if you’re too persistent, you can turn people off and you can claim them up, right? But then by being persistent, you position yourself and sometimes it could be six months where it’s just not a good fit right now. We don't want to do it. But then all of a sudden, something happens, and all the sudden I want to be your best friend. How do we kind of tow that line between persistence and just kind of being annoying?

[00:41:50] RD: Yeah. The annoying persistence is when someone is continually badgering you or contacting you and all they keep doing is talking about what they want. My third thing, as I said, I was going to have at least three anchors, and I only gave you the two. Healthy relationships [inaudible 00:42:07] communication and transparency, and the third anchor, so it's a good lead-in, is I make myself an available resource for the success and prosperity of others without expectation or reciprocity. This is where the third anchor comes in with persistence. 

I make myself an available resource. Meaning, I make myself available. I don't impose myself from your life unless you want me to, and I'm available. I don't offer help, because that can be very demeaning to some people. I offer my resources. Because, again, what sales? What's business? Business is nothing more than understanding the priorities of someone else and offering them resources that you have in terms of those priorities. As long as when you're making contact – I mean, I deal a lot with the finance industry and customer relations and building, these things are long-term relationships of building predictability and trust with someone. 

How's that work so you're not badgering someone? As long as you're continually talking in terms of their priorities and knowing what their priorities are and as you see things in the world shift that might affect their priorities and you have resources that can help them mitigate those things, that’s someone who’s continually talking in terms of their priorities.. I would not say that’s someone who’s badgering. That’s someone who’s continually being available for their success and prosperity as things shift and change. 

Now, if you keep doing the same thing again and again, that's badgering. But if you keep shifting your resources in terms of them and their changing times, that someone who’s actually paying attention and you’re talking in terms their priorities. 

[00:43:33] AF: I love that distinction. It’s so powerful too. Really, for anyone listening to this who is in the sales field, or really in business in general, I think that's a huge takeaway and how you should communicate with people that are either your customers or you want to be your customers or really any relationship you have in the workplace. 

[00:43:50] RD: There’s a great movie, an older one, I absolute love. It’s called Secondhand Lions, and this is about two older guys that came back from serving the foreign legion. They’re living out in the middle nowhere in Texas and their estranged nephew gets dumped off by another family member. This little guy is living in this house and the whole thing takes place, I think it’s in the – It’s probably in the 50s, late 50s, early 60s. What was really amazing was all these sales, because they heard that these two guys had millions of dollars stashed away in cash. So you had all these traveling salesman show up at their property, trying to sell them what they wanted to sell the make money to these two older guys. These guys would sit on the front porch with her two shotguns and they shoot them up in the air, scaring all the salesman off, but there's this one salesman that kept coming back. After he came back like three times, and the third time he comes back, because he saw that they were shooting shotguns, when he came back, he had a skeet, a skeet thing on the back of his car that he towed in there. He said, “Hey, I noticed that you are two sporting guys like yourself, and I got just the perfect thing that only kings use these days.” He set up this trap and skeet thing that shot the clay pigeons out in the air and he took out a shot gun in the back of his trunk and he shot it and they saw the clay pigeon explode. So they bought it. What this demonstrates it all the other salesman could try to sell these two older guys the things that they wanted to sell the make money. This guy actually paid attention to their priorities and brought something for them and they made a good business deal. 

[00:45:17] AF: What a great, great example. It’s called Secondhand Lions?

[00:45:21] RD: Yeah. It's got Michael Kane and another famous actor. Good, good, good, wholesome show. 

[00:45:26] AF: Okay. Great.  Yeah, we try to keep it wholesome here on the show, but I’ll be sure to link that in the show notes. Robin, I've really enjoyed the conversation. I know we don't have too much time left. I've got two just kind of quick wrap up questions and then we’ll let you go. But I'm curious, this is a little out there, but if you could interview yourself anyone alive or dead today, who would it be? I mean, you’ve had such a colored career and you’ve obviously been extremely successful and you've been through a lot. If you could talk to anybody and pick their brain, who would you pick?

[00:45:59] RD: Oh my gosh! I probably had a whole long list. I'm not impressed with fame or fortune or anything. The most impressive people that I admire in life are the ones that are really, really self-aware that have great humility and humbleness. I would say anyone that has demonstrated that, I’d be very, very curious about them. I am, I have a good friend of mine that I served with in New York. He rose up to the ranks of the FBI and now he works high-level in the state of New Jersey. I always asked him. I said, “How are you made?” 

I'd be interested by people like Mother Teresa, Gandhi, Jesus. I mean, all the historical figures in life that just seem to elevate themselves beyond to see life with great clarity of, again, not judging, but just for what people were without judging them. Boy! There’s a whole. Actually, you know what? Because of when up, I'd probably say at the top of my list, it’d probably Ronald Reagan. 

[00:46:59] AF: Great answer. Yeah, I love too. It’s even interesting to hear you kind of out loud go through your mind as to what would exemplify that. Even that just says volumes. I think about you and your character and just kind of how you would even look at someone. I think it’d be easy for a lot of people to say like Elon Musk, like Steve Jobs, or somebody that obviously a brilliant mind. No doubt about that, but it really shows a lot about your priorities and what you value to kind of hear you even go through that mental exercise.

[00:47:29] RD: Oh, thanks. Yeah, I love anyone that has the ability to laugh at them self and self-deprecating. As someone with a great amount of self-confidence, but not arrogance. Those are my favorite people in life. 

[00:47:40] AF: Yeah, I think it's very important to laugh at yourself if you’re going to sane in today’s world. At least I hope that’s the case, because I laugh myself a lot. 

[00:47:47] RD: We need it now. Humor will get us through this. There is no doubt. My parting emails on everyone now is stay safe, healthy, and sane.

[00:47:55] AF: Yeah. Yeah. I mean, it’s so relevant, and I couldn't agree with you more. Last question for you, Robin, and then I want to make sure that everybody has a chance to go find your work and know where to find you, but what's one piece of homework that you would give the audience? I mean, we went through 2017. What now given the current sort of lay of the land, the current predicaments we find ourselves in? What kind of one piece of homework that you would give the audience to go out and start implementing some of these things that you've written and talked about today?

[00:48:26] RD: The greatest thing that we have going on right now is the fact that I know we’re stuck at home doing a lot of things virtually, but it has not changed what each of us is seeking and craving, and we can still give that to each other online, which is – I mean, if this was going to happen in any point in history, this is probably the best point, because we still have the ability to interact. We see each other, whether we’re doing Zoom or Skype or something like that. Here’s the greatest thing you can do for another human being right now; seek their greatness and take note of it, because here's another guarantee. We’re all working on something. Every human being is born pretty perfect and the world messes us up for about 19 years and we spend the rest of our lives trying to unscrew. We’re all working on something. Seek their greatness, whether it’s personal, professional. When you seek their greatness, you’re going to start seeing the person in a positive manner. 

The second thing to do is start taking note of other people's priorities, their needs, wants, dreams and aspirations, personal, professional, long-term, short-term and make sure that you're talking in terms those and start asking yourself, “How can I be a resource for this person’s success in terms of their priorities? When you start doing those two things, you’re going to start seeing relationships get very, very deep very quickly. When we start doing that for each other, you're going to start seeing that the synergy is going to really start happening, because this is what good relationships are built upon. I don't care whether you’re doing it in business world, sales world, hedge fund. Without good healthy relationships, you're not can move forward. So those are two great things you can do right now to start moving in. 

[00:49:52] AF: Amen. I love that homework. Last, Robin, we want to make sure everybody can find you. What's the best place for them to learn more, of course, buy the book and just dig into your work in general?

[00:50:02] RD: Absolutely. Peopleformula.com. That's my company, all one word. Peopleformula.com. I’m actually in the midst of role now my online training courses, the People Formula Certification Courses. I got one out now. I'm hoping to have another one out this week. I want to do a deeper dive in all my stuff Please go there. You can also reach out for me, there's also YouTube videos me doing keynotes on their and more podcasts. There's lots of resources for whatever you want to do. 

[00:50:28] AF: Yeah, I can't stress this enough. I mean, we don’t do this with every guest, but definitely go out there and follow Robin's work. It’s something that you’ll be able to ingest easily and it’ll be entertaining, but it will also make a huge, huge impact on your life. 

Again, the book is called Sizing People Up: A Veteran FBI Agent’s User Manual for Behavioral Prediction. Out now, Amazon, all booksellers. Check it out. Robin, thank you so much for coming back on the show. I hope we get to do it again one day, but keep up the good work. 

[00:50:52] RD: Thank you. You guys too. Remember, stay safe, stay healthy, stay sane. 

[00:50:57] MB: Thank you so much for listening to the Science of Success. We created this show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Don't forget, if you want to get all the incredible information we talked about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top. 

Thanks again, and we'll see you on the next episode of the Science of Success.

June 04, 2020 /Lace Gilger
Influence & Communication

(B) Traits of Every Successful Entrepreneur with Michael Gerber

June 02, 2020 by Lace Gilger in Influence & Communication

In this episode we bring in legendary business expert Michael Gerber, author of The E-Myth Revisited to share why most small businesses don’t work and show you exactly how you can build a truly scalable business.

Michael E. Gerber is an Innovator, Entrepreneur, Author, of the mega-bestselling author of 29 “E-Myth” books. The Wall Street Journal named The E-Myth the #1 business book of all time (November 1995) having sold millions of copies and has now been applied in 145 countries, in 29 languages and is taught in 118 universities. He has founded The Michael Thomas Corporation, The E-Myth Academy, E-Myth Worldwide, and Michael E. Gerber Companies, and has served over 100,000 small business clients. 

  • Why most small businesses don’t work and what to do about it

  • The vast majority of small businesses are solopreneuers.. but they are just technicians suffering from an entrepreneurial seizure

  • What’s the difference between the Technician, the Manager, and the Entrepreneur? (And which one are you?)

  • A technician never truly thinks like an entrepreneur.. they fall into the trap of doing it every single day.

  • If you don’t understand it, you don’t do it, and if you don’t do it, you will be stuck. 

  • The four elements of an entrepreneur:

    • A dreamer - dream

    • A thinker - vision 

    • A storyteller - purpose 

    • A leader - mission 

  • How do you grow from a company of 1 to a company of 1,000?

  • The manager's job is to manage the SYSTEM that has been created by the entrepreneur to effectively enable the technician to perform their role.. to enable everything to happen. 

  • A technician wants to do the work... but they don’t want to deal with being managed. 

  • The entrepreneur wants to constantly be creating.. and they drive everyone crazy.. they are always in the future looking at the next best idea. 

  • The technician is in the present.. doing the work. 

  • The manger is trying to harmonize the entrepreneur and the technician. 

  • What should you do if your business is stuck?

  • Working ON Your Business vs Working IN Your Business

    • Working on your business means you have to rise above the day to day activities of the business

    • You have to be able to see the business and be detached from its operations

  • Becoming defined by, and attached to, your perceived roles is a disease. Growth requires letting go of the roles that you perceive you need to do. 

  • Growth requires transcending yourself to transform yourself. 

  • You have to transcend beyond what you do, but also you must transcend WHO YOU ARE. You have to transcend your PERSONALITY to discover the true potential of the human being within.

  • Entrepreneurs are not born, they are made. They are made through an insight into this very topic. 

  • Why are so many entrepreneurs, solopreneuers, and small business owners trapped in and stuck with their existing identities? Why are they stuck, unable to transcend? 

  • There is a huge difference between owning a small business and being self-employed - they are essentially the opposite kinds of mindset. 

  • Many people say they want to become an entrepreneur but have no idea what that means. 

  • The true distinction between an entrepreneur and someone who is self-employed is wanting to have a more profound and greater impact on the world. 

  • If your dreams and aims are larger.. then almost by definition you must marshal resources at a larger scale than just yourself to create that impact.

  • The first thing that has to happen, at the very beginning, is that you have to create a PLATFORM to create the change you want to see in the world. 

  • Your dream can’t be a personal dream.. it must be a larger dream.. a bigger vision about helping people. 

  • The dream is the big change you want to see in the world. 

  • The vision is the form that your company will take to make that dream a reality. 

  • It’s never about you. It’s about helping others. Figure out WHO you want to help. 

  • Stop living with the need to control, and you become free with the desire to CREATE. 

  • The calling is NEVER about money.

  • Homework: Read the E-Myth revisited. If you’ve already read it, then re-read it. 

  • Homework: Read Awakening the Entrepreneur Within 

  • “I've read the e-myth 39 times"

  • The Eightfold Path

    • Dream

    • Vision

    • Purpose

    • Mission

    • Job

    • Practice

    • Businesses 

    • Enterprise 

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Michael’s Website

  • E-Myth Website

  • Michael’s Wiki Page

  • Michael’s LinkedIn, Facebook, and Twitter

Media

  • Mental Pivot - Book Notes: “The E-Myth Revisited” by Michael E. Gerber

  • Michael’s article directory on INC

  • The A-Player Interviews - “Michael E. Gerber Talks About his Latest Venture: Radical U” by Rick Crossland

  • Business2Community - “The E Myth Summary: How to Create a Business That Won’t Fail Immediately” by Ben Mulholland

  • Benchmark Business Group - “Our E-Myth Beginnings”

  • [LinkedIn Article] “The NEW Online Dreaming Room” by Michael Gerber

  • Medium - “A Summary Of The E-Myth Revisited, By Michael E. Gerber” by Jeffrey Marr

  • Forbes - “Your Business Is The Most Important Asset You Have For Sale -- Michael Gerber's Take” by Moira Vetter

    •  “The E-Myth Principle is Still Alive and Flourishing” by Martin Zwilling

  • [Podcast] The Wealth Standard - The Universal Methodology Of Growing A Small Business With Michael E. Gerber (Includes Article)

  • [Podcast] Awakening the Entrepreneur Within -  with Michael E. Gerber

  • [Podcast] The Productivityist Podcast: Beyond the E-Myth with Michael E. Gerber

  • [Podcast] The Small Business Big Marketing Show - 338 – THE E-MYTH’S MICHAEL GERBER ON HOW TO GO FROM A COMPANY OF ONE TO AN ENTERPRISE OF 1,000

  • [Podcast] Built to Sell - An Interview with The E-Myth’s Michael Gerber

Videos

  • Michael’s YouTube Channel

  • Family Wealth Traditions - Turn-Key Business Revolution: Classic Michael Gerber - EMyth

  • Productivity Game - THE E-MYTH REVISITED by Michael Gerber | Core Message

  • Joseph Rodrigues - The E Myth Revisited by Michael E. Gerber (Study Notes)

  • Tom Bilyeu Classics - Four Hats Every Entrepreneur Must Wear - Michael Gerber | Inside Quest #14

  • Dentsply Sirona Lab - "The E-Myth" - Key-note lecture by Michael E. Gerber at our Marketing Summit 2016

  • Jeffrey Marr - The E-Myth Revisited By Michael E. Gerber | Animated Video Summary | Between The Lines

  • Jamie Masters (Eventual Millionaire) - BEYOND THE E-MYTH WITH MICHAEL GERBER

  • Evan Carmichael - Michael Gerber Interview (@MichaelEGerber) - E-Myth / Dreaming Room Creator

    • Michael Gerber's Top 10 Rules For Success

Books

  • Michael’s Amazon Author Page

  • Beyond the E-Myth Book Site

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Hey, it’s Matt. I’m here in the studio with Austin. We’re excited to bring you another business episode of the Science of Success. We just launched season 2 of our business episodes. If you want to learn more about what these are and why we're doing them, be sure to check out the season 2 teaser that we recently released. With that, Austin, tell us a little bit about how these episodes are different than our traditional Science of Success episode?

[0:00:36.2] AF: Yeah. It's important to note that you're still going to get all the great contents you've come to know and love from the Science of Success every Thursday. These are bonus episodes with added value, specifically centered around business. We've interviewed some true titans of business and multiple industries from multiple walks of life. What we're going to focus on are the habits, routines and mindsets that made them successful titans they are today.

That said, these are lessons, routines, stories, best practices that anyone can learn from and apply to their life. You don't have to be a business owner. You can be an employee. You can be a student, or you can of course be a business owner. Come check them out. You're going to come away with a ton of valuable takeaways. We do have a bit of a business focus on these specific business episodes in season 2.

[0:01:19.7] MB: With that, let's get into the episode.

[0:01:23.0] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

In this episode, we bring in legendary business expert, Michael Gerber; author of The E-Myth Revisited, to share why most small businesses don't work and show you exactly how to build a truly scalable business.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right? on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word smarter, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we showed you exactly how to build the habits and routines you need to succeed, we broke down what makes powerful habits and shared how to stay motivated and productive no matter what happens, with our previous guest, James Clear.

Now for our interview with Michael.

[0:02:48.7] MB: Michael Gerber is an innovator, entrepreneur and author of the mega best-selling 29 E-Myth books. The Wall Street Journal named The E-Myth the number one business book of all time and it sold millions of copies and been translated into 29 languages. He founded the Michael Thomas Corporation, the E-Myth Academy, E-Myth Worldwide and the Michael E. Gerber companies and has served over a hundred thousand small businesses.

Michael, welcome to the Science of Success.

[0:03:17.4] MG: Matt, delighted to be here.

[0:03:19.5] MB: Well, we're so excited to have you on the show today. Obviously, you're a legend in the business world, and so it's really exciting to be able to have you on the show.

[0:03:27.9] MG: Well, thank you. I’m delighted to be a legend in the “business world.”

[0:03:34.3] MB: Well, as I told you in the pre-show, I'm a huge fan of E-Myth and I have an old dog-eared underlined copy sitting on my bookshelf that I've reread many, many times. I'd love to start out with just a couple of the key ideas from that book, because to me this is one of the most important business books really that's ever been written and I think it was even at one point, named the top business book of the year, or the top business book of all time. Isn't that correct?

[0:04:00.3] MG: Well, yes. It is. The book you're really speaking about is the second book in the series, which was called The E-Myth and is called The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It. The original book, The E-Myth, was published in 1986. Can you believe it? The second in the series, The E-Myth Revisited was published in 1995. It was revisited which has captured the minds and hearts and attention of so many, many millions of small business readers.

[0:04:44.0] MB: Let's start with the fundamental question, why do most small businesses not work?

[0:04:50.8] MG: Well, because they started wrong. They’re started by a guy, by a lady who has technical skills, a carpenter, a graphic designer, a programmer, whatever. They started small business to get rid of the boss. Mainly, they're working for somebody else and they hate it. They start their own business to do what they love to do, which is programming, or carpentry, or graphic design and begin doing it, doing it, doing it, doing it. They built them what they call the business, which is really nothing other than a job. They're effectively self-employed.

They build a business that depends upon them. If in fact they're successful at it, to begin to become overwhelmed with the myriad and varied other skills, capabilities, knowledge that's required in order to do that. Most of them never do. The vast majority of “small businesses” are what have been mockingly called solopreneurs, well, they're not preneurs at all. They’re technicians suffering from a entrepreneurial seizure, as I say in The E-Myth. That's the very first and most fundamental reason that the vast majority of small businesses fail, that the very small minority of small businesses ever grow into something other than a small business. It requires an enormous shift of attention and purpose and understanding for someone to make that great.

[0:06:59.6] MB: You've throughout two terms there that are both really important to understand to grasp this key concept. First, you talked about the technician and I'd love to explore really the three main roles that people fall into within a business; the technician, the entrepreneur the manager. Then we'll get into the concept of the entrepreneurial seizure and really how the journey typically takes place.

[0:07:21.7] MG: Perfect. Well, the technician is the doer. That's the one who does the work. In a large company, that's the one at the bottom. It's the guy who does the job. It's the HVAC technician who goes out and fixes the air conditioner. It's the woman who does the graphic design. It's etc., etc. The manager in a emerging organization is one who manages technicians. In fact, the manager oversees the work of a technician to make certain that the work is being done the way it needs to be done in order to produce the results that have been promised to be produced.

The entrepreneur is the one who founds the company, creates the company and essentially, like Steve Jobs, or Bill Gates or on and on and on and on, Walt Disney, leads the company and most often, plays the role of the chief executive officer of that company. Effectively in the company, the entrepreneur is the CEO and in many cases, the CMO, the CTO, the CIO, whatever all of the C-level functions are in a small emerging company.

The mid-manager, the middle managers are the ones who oversee the work. The technicians are the ones who do the work. As you can imagine in a small business, the technician “is the entrepreneur,” but in reality, not. When I say in reality not, because the technician never truly thinks like an entrepreneur and we can describe what that is, they fall into the trap of doing it, doing it, doing it, doing it every single day. Because they are singular in scale and scope, that means they're just me doing it, like you're doing it right now and I'm doing it right now. Right now, we're technicians doing an interview. You follow me?

The manager manages that to make certain it's working. The leader leads that to make sure that it's reaching the level of performance that is necessary for that small business, that job to grow and do a business and that business to grow into an enterprise. Does that help?

[0:10:24.4] MB: Yeah, that's a great description. I want to come back to the mindset of each of these roles and how they clash and what that class really means for the day-to-day struggle of a small business owner.

[0:10:39.4] MG: Well, great. Let me first describe for you the core components, the four elements of an entrepreneur. I write about that in my book, Beyond the E-Myth, effectively dealing with the entrepreneurial totality that is absolutely essential to understand, most specifically when someone starts a small company, because to the degree, one doesn't understand this, they will never live this. If they never live this, they will never do this. If they never do this, they will be stuck in a tragic relationship with themselves and with the company, that start up, that job they've created.

An entrepreneur has four different personalities. I call them a dreamer, a thinker, a storyteller and a leader. In that regard, the dreamer has a dream, the thinker has a vision, the storyteller has a purpose and the leader has a mission. In my case for example, in 1977 when we started our original company, which was called the Michael Thomas Corporation, my dream was stated very explicitly, to transform the state of small business worldwide.

My vision was to invent the McDonald's of small business consulting. My purpose was that every small business owner who was attracted to our point of view, our paradigm and implemented it could be as successful as on the lowest level of McDonald's franchisee, and on the highest level, McDonald's itself. Our mission was to invent the business development system that was crucial for any small business to be able to grow from a company of 1 to a company of 1,000. I call it the emergence of an enterprise.

You see that when you understand that role of the entrepreneur, then you understand the role of the manager. The manager’s true job then is to manage the system that has been created and led by the entrepreneur to effectively enable the technician to perform the role that technician is to perform, to enable the dream, the vision, the purpose and the mission to be expressed in the work that technician does in order to take the promise of awakening the entrepreneur within in our case, small business clients. You follow that.

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[0:15:29.2] MB: It all makes sense and it almost is easier to see the distinction in a larger enterprise. When you scale all of those roles and all those functions down into the head, or the life, or the activities of a single individual, that's where some of these conflicts start to arise.

[0:15:46.0] MG: Well, yeah. That's where the conflicts, because understand to the technician, all he really wants to do is the work. I want to be a photographer. I want to be a photographer. I want to be a graphic designer. I want to be a graphic designer. The only reason they left the job that they had is because their boss controls them every day. The last thing the technician wants to do is to create a control of what he or she does. E. g. the entrepreneur has control over all of the work that must be done in that organization, as Steve Jobs did so eloquently and graphically and profoundly in the beginning of Apple Computer.

As everyone does who is a true entrepreneur, so you understand Steve Jobs started as a technician, but as an entrepreneurial technician who effectively had a dream, a clear dream that he wished to realize. His job was to orchestrate that outcome in such a way that he could replicate it throughout the world. Of course, that's what the first product of Apple was designed to do. Of course, as true of every entrepreneur as well, the entrepreneur is the creator. The entrepreneur is the infinite creator. The entrepreneur never stops creating. The entrepreneur drives everybody crazy, because the entrepreneur is always in the future, always in the future, always in the future.

The technician is always in the present, always in the present, always in the present. The manager is trying to keep the two of them from doing battle with each other. You can see the balance the manager plays in that role. Well, if the manager isn't effectively enjoined into this process, this evolution of an enterprise, then the conflict begins there. If the technician is holding on to his right to do what he wants to do in the way that he or she wants to do it, insists upon doing it no matter what the entrepreneur says, no matter what the manager says and you understand in this case, I'm talking about the entrepreneur as one of the personalities within a technician, the manager is one of the personalities within the technician.

In the beginning, the technician is running the show. Effectively, this job that I've taken on for myself is fraught with complication, because it's constantly in conflict with the dueling of it, in order to create the seeing of it and the expansion of it into a truly dramatically, creative enterprise that grows and grows and grows and grows. Apple grew from a guy doing it, doing it, doing it, Steve Jobs, to the very first trillion dollar enterprise ever created on the planet. Think about that.

[0:19:31.6] MB: It's so interesting. To see these different mindsets, the entrepreneur, the technician and the manager all operating in one person's head, give me an example of how those things might conflict with each other, or might create conflict in a small business situation.

[0:19:50.6] MG: Well, first of all, if the technician, the doer, the graphic designer has never read The E-Myth Revisited, they wouldn't even know about that story. They wouldn't know about the entrepreneur, the manager and the technician remarkably. The first one who's ever told that story in my first book, The E-Myth: Why Most Businesses Don't Work and What to Do About It, and then expanded upon that story in my conversation with Sarah in The E-Myth Revisited, Sarah being the technician in a pie shop, a baker of pies.

Suddenly, Sarah owns a business because her pies attracted a great enthusiasm from the marketplace, so she couldn't just bake pies herself. She had to get other people to bake pies and she couldn't just resort to baking pies alone. She had to create a restaurant in which she fed people pies and on and on and on. All of a sudden, she's involved in a completely different organization than the one she started unwittingly at the beginning, because of her love for pies.

The technician begins to experience as they begin to experience the response from the marketplace, from their customers who love their pies, who love their pies, who love their graphic design, that more and more people are attracted to them. As more and more people are attracted to them, they begin to realize they need to organize this in such a way that enables them to continue to do what they love to do and not have to do the stuff they don't love to do, so they hire a bookkeeper, or they hire a sales person, or they hire you follow me, they hire somebody do the work they don't love to do, but they're forced to do at the very beginning of the company as a company of one.

As this emerges, something occurs. Something that occurs in that technician is, “Holy cow. People really love this. Holy cow. This is something bigger than I thought it was. Holy cow. How do I do bigger?” As they begin to say, “How do I do bigger?” They begin to read perhaps books on doing bigger. They begin to look for resources that might teach them about how to do bigger. They might get a business coach. They might get a business mentor. They might begin to join the association of sole proprietors, or the association of solopreneurs. You get my point.

As they begin to do that, they begin to be influenced by ideas that they never had at the beginning. As they begin to be influenced by ideas they never had at the beginning, they begin to see the structural reality of an emerging enterprise, of emerging company, a company of six, a company of 10, a company of 30, etc., and so forth. In the process, they go out to learn what they need to learn in order to deal with it. You follow me.

It's always at the beginning from the point of view of one. I'm one. I'm one who wants to do something that I don't know how to do. It's now more than just baking pies. It's now doing the books. It's now etc., etc., etc. As they begin to realize, it's now more than baking pies. They have to expand their awareness to all those different functions that exist within an emerging company. That existed at the very beginning in the company of one. Meaning, she had to sell it. Meaning, she had to deliver it. Meaning, she had to buy the apples to put in the pies. Meaning and on and on and on and on and on.

The minute she begins to see that, she begins to see that there is no really such thing as a company of one. There's a company of many, but that has to be organized in a way that enables each one of those functions to work in tandem with each of those other functions in a process that has intelligence to it. That intelligence escapes most solopreneurs. They simply are stuck as a technician and resist having to grow beyond who they are.

[0:25:12.5] MB: That makes me think of two really fundamental lessons that I learned from E-Myth Revisited and I'd like to explore both of them. One is that you have to start with changing yourself first. The other is this concept which has now become extremely popular, which is the notion of working on the business, instead of working in the business. Let's start with that idea and then come back to the notion of changing yourself first.

[0:25:36.1] MG: Yeah. Well, I created the conversation about working on it, rather than in it from the very beginning, way back then in 1977 as we joined my partner and I then, Tom, created the Michael Thomas Corporation and we created the dream, the vision, the purpose, the mission and we asked the question, so how does one do that? Became very, very clear to us, we have to go to work on our company, not just in our company, if our company was ever to emerge into something other than two guys doing it, doing it, doing it.

The working on it means you have to rise above it. Once you begin to realize I have to rise above it, so that I can literally see it and remain detached from it, attachment is a terrible disease. We become so defined by our perceived roles, who we are that we find it almost impossible to grow beyond who we are. Growth of a person, growth of a company, growth of anything requires that separate capability to transcend myself, if I'm ever to transform myself. To transcend my company, If I'm ever to transform my company.

It is A, if not the key ingredient in truly awakening the entrepreneur within who must play the role of transcending herself, not just the company in order to discover herself in a way that's going to lead her to discovering all of the other components of one's self necessary to lead and grow and imagine and create what in fact one is here to create a life fit for. And I'm saying, a higher power.

[0:27:58.6] MB: Such a great point. The idea that you have to transcend yourself in order to transform, in order to grow, that you have to let go of the roles that you're attached to, the things that you feel you have to keep doing to ever scale beyond being a solopreneur, being a small business and truly become a thriving, growing and scalable enterprise.

[0:28:21.9] MG: Yeah. You have to not only transcend beyond what you do, you have to transcend who you are and understand you have to transcend your name. You literally have to transcend the personality that has been accidentally created over time in order to discover the true potential of the human being within. I'm given to say and this is an evolution of my consciousness that if we're born in the image of God as it said, now an atheist would laugh at that, but it doesn't matter what an atheist says because what is an atheist? No.

I'm saying, if we're born in the image of God and I believe we are, then we're born to create. God is the infinite creator. We’re born in the image of God. We’re born to create. Then the question becomes to create what? I'd say, to create a world fit for God. If we’re born in the image of God, we’re born to create, we're born to create a world fit for God, you suddenly began to see the transcendence beyond who I am, leads me to something I never knew before.

In fact in most cases, we'll never understand, what does it mean to create? The sad and so sorry reality, Matt, is that none of us are ever taught how to create from the beginning as children. We’re never brought to that conversation as children, because were we to be brought to that conversation as children, our entire lives would be completely different. I'm suggesting, entrepreneurs are not born, entrepreneurs are made and are made through a insight into this conversation we’re having about working on, rather than working in.

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[0:32:21.8] MB: Why do you think so many entrepreneurs, solopreneurs, small business owners, etc., are stuck in their existing identities, roles, activities, etc., and unable to transcend?

[0:32:37.7] MG: Well, it's very, very easy to see. You're in the Science of Success. When you go back into our history, I understand I'm going on 84 and you’re not. But I'm saying go back into our history, in the history of America, the history of the world, in the 20th century, in the 21st century. See that we’re emerging into an increasingly secular world and in that increasingly secular world, the heart of that secular world is the individual. In the heart of the individual is the personality of that individual and the personality of that individual is born with a belief system that says, “I,” meaning Michael, or you, meaning Matt, or Suzie, or Jerry, or Jim, or Benny, whomever, has the power to do whatever we choose to do.

That is that power is a highly personal thing, a highly singular thing. In short, that every human being in accordance with the way our consciousness is being shifted is born as a company of one, literally born as a company of one, here to do what I can imagine can be done and it stops there. In fact, fewer small businesses are being started today than ever before. On the other hand, more “solopreneurs” are being launched today than ever before. Those solopreneurs will never become a small business, let alone a thriving enterprise, despite all of the small groups that are devoted to teaching entrepreneurs how to do their elevator pitch and how to create a small business. They're really not teaching anyone how to create a small business. They're teaching people how to become self-employed. Effectively, that's why it's so difficult to even imagine creating an enterprise, because it's almost – it's the antithesis of the mindset, our culture has grown us to believe in and to behave through.

[0:35:45.2] MB: Such a fascinating point, this idea that the – and I love the distinction between a small business and being self-employed essentially are worlds apart, though they're often almost used as synonyms in today's world.

[0:35:59.8] MG: Yes, they are. Wrongfully so, because the problem is the people who make up these stories, the people who sell these services are predominantly and unfairly and terribly, wrongfully and tragically selling that solopreneur, that individual, that self-employed person, the story that they're in fact doing exactly the right thing and we're selling them tools to do it.

Effectively, the tools that are being sold to these self-employed people, these supposed entrepreneurs who are entrepreneurs at all, our tools that enable them to sustain their productivity as one person and maybe two and maybe three, but never to grow beyond that comfort zone. Effectively, we're speaking to their comfort, not to their discomfort and understand, it is their discomfort. When I speak about growing beyond a company of one to a company of 1,000, who when the world would put themselves into that enormously uncomfortable and terribly uncontrollable universe that I'm speaking about?

[0:37:46.7] MB: If someone is self-employed and they want to become an entrepreneur, they want to become a business owner, how would they make that shift? What are some of the first steps that they would need to take, or the things that they would need to do to change trajectories?

[0:38:03.7] MG: Well, let me say, I would argue with what you just said, that somebody wants to become an entrepreneur. I'm going to say that yes, some people do want to become entrepreneurs, but mostly have no idea what that means. Some people want to become Steve Jobs, but they really have no idea what that means. I'm saying that in fact, the true distinction is that someone begins to want to have a profoundly greater impact on the world.

Understand that in our case, my dream was to transform the state of small business worldwide. In order to realize that dream, I would have to transform the stink of entrepreneurship worldwide. Once having realized both of those dreams, I would discover my ability to transform the state of economic development worldwide. That's what inspires me. I've never been inspired to be “an entrepreneur.” I've never been inspired to create a large organization. I've been inspired to transform the state of small business worldwide, because I've discovered the profound link positive, amazingly transformational impact I can have on every single small business owner who opens her heart, opens her mind, opens her imagination to grok, in old 60s language, to understand, to take in, to encompass this story that I'm sharing with you right now.

When that happens, growth must follow. You follow. The very first thing that has to happen at the very beginning is one has to create a platform to transform the state of whatever you're there to transform, to transform the state of financial management worldwide, to transform the state of relationships worldwide, to transform the state of creativity worldwide and on and on and on and on. Whatever the dream might be, I'm saying one has to discover first before anything at all, while you're doing it, doing it, doing it, doing it in this small company of one. You have to discover what your dream is.

I'm saying that that dream is not a personal dream than that. It's an impersonal dream. That it's not I want to grow up and make a lot of money. It's not any of the kinds of conversations that you hear “entrepreneurial instigators” discussing about how to become a millionaire, how to create an on and on, all those terribly obnoxious conversations that have nothing to do with the spirit of Steve Jobs.

Steve Jobs never wanted to become a multi-millionaire. Now, I didn't know Steve personally, but I know from what he did and how we did it, that exactly, he was driven by the dream. He was at a cause, hearing because, a dream is a cause. I'm saying the first thing one has to have is a cause, something that you're absolutely passionately, determined to fulfill. That's the beginning. That's the first thing.

The second thing is the vision. You have to have the vision. You have to be able to see the form your company is going to take in order to realize that dream. See, the company isn't the deciding factor. The dream is the deciding factor. The vision is the deciding factor. The purpose is the deciding factor. The mission is the deciding factor. When you begin to understand that, you understand why I created the dreaming room. The dreaming room was a place where you discovered your dream, your vision, your purpose, your mission. It's what we do for example, in the first year of what we call Radical U.

Radical U is an entrepreneurial development school, which is dealing with that platform, that foundation that absolutely is critical. Over here, you're doing the work, you’re doing the work, you’re doing the work. That's on the left hand. Over here on the right hand, you're creating new code, you're creating the future of what you're here to pursue. You follow me? To pursue, to pursue. It's the pursuit of a vision, of a dream, of the purpose, of a mission, because you're so passionately brought to life in that venue.

[0:43:39.1] MB: Yeah, that's a really great perspective. This whole notion that it's not about your individual ambitions, or aspirations, it's not about you. It's really about having a larger dream that's about creating some change, or positive impact in the world and being almost pulled by that dream into having to bring together resources and create an organization at a scale larger than just yourself, to create that change and to make that vision a reality.

[0:44:11.6] MG: Absolutely. You just really nailed it. It's absolutely critical that first the dream, first the vision, first the purpose, first the mission. Because until and unless that happens, it's all about you. You understand, it's never about you. Once you discover your dream, your vision, your purpose, your mission, it's about them. They're in you define, who them are, who they are, who your consumer is. Because if I'm here to transform the state of small business worldwide, and the only way I can do that is to transform the state of entrepreneurship worldwide, then you can begin to understand that every single small business, every single smallest of the small, the tiniest of the tiny are the people that were most determined to serve, so that they don't get into this spiraling, negative relationship with themselves and with their work, because it's so self-consumed and never sufficient to create a great life.

Never, never, never, never it's so small, it's so restrictive, it's so controlled. I want to break free of that control. As I begin to break free of that control, free of the mind that created that sense of personal control, controlling my environment. Once I stop living with a need to control, I began to be filled free with a desire to create. As that begins to happen, I swear, Matt, it is just astonishing what arrives in that guise and what one must begin to take on to fulfill this assignment.

This becomes why I was born. You follow me? This becomes why Steve Jobs was born. This becomes why I, Michael E. Gerber, do the work that I do, this becomes why Matt Broder does the work Matt does. This becomes the calling. Effectively, I'm saying every true entrepreneur must have a calling and the calling is not about money. It's never about money. Despite the fact, that's what everybody talks about is money.

Effectively, if you can get rich, Rich Dad Poor Dad, if you can get rich, you've got it by the well you know, the short livers. Effectively, I'm saying that has nothing to do with anything other than this very limited self and this very limited self is the bane of our existence.

[0:47:33.3] MB: I love the quote that once you stop living with the need to control, then you become free to create. Such a great perspective.

[0:47:42.9] MG: Thank you. It is a great perspective. To understand, it’s perspective, a perspective that's been learned in the process of creating. I'm constantly being abraded by those who are operators. They essentially say, “Gerber, you're living in the belt of Orion. You’re living in outer space. You're creating all these problems. You're not creating opportunities.” I'm essentially saying, “Well, yeah. One could look at it like that.” During the time that one's doing it and it seems to be incompatible with the operational needs of what we do, one finds it almost impossible to see the importance. Not only the importance, necessity of dreaming that in fact, without that, where's the heart in that pie that you're making? Where is that connection with the consumer you're making that pie for? What is the gestalt of that pie? To understand the psychology of that pie. The life's purpose of that pie in relationship to every human being on the planet of that pie.

You suddenly come face-to-face with the poetry of commerce, the religion of commerce, the absolutely stunning potential of commerce that a Walt Disney discovered with his little mouse and that a Steve Jobs discovered with his little Apple. We go on and on from there.

[0:49:37.1] MB: Michael, for somebody who wants to start implementing some of the stuff that we've talked about today, what would be one action step, or a piece of homework that you would give them to begin their own journey?

[0:49:50.4] MG: Well, the very first thing I’d tell them do and it sound selfish, but it isn't. It's like, just do it. It's read The E-Myth Revisited. If you have read The E-Myth Revisited, then go back and read it again, because the enormously tragic thing is millions upon millions of people have read The E-Myth Revisited. The problem is they don't do The E-Myth Revisited, brought to a story that was told to me very recently by a gentleman who has done The E-Myth Revisited. His name is Ken Goodrich. Ken is the founder of a HVAC company that he built from scratch. He built it upon The E-Myth Revisited’s business model.

He told me not that long ago. Said, “Michael, you may believe that I'm an E-Myth fanatic, but you’re absolutely be right. I've read The E-Myth Revisited 39 times.” They hear me, Matt, 39 times. I said, “How come you've read it 39 times?” He said, “Because I kept on forgetting it and I realized I was forgetting it based upon mistakes I was making in my business. As I realized that I said, you've got to read the book again.” We went back to the book and back to the book and back to the book and back to the book. Now here, you might think that here I am speaking about detaching myself from my personality. You've got to understand, I didn't write this book. It wrote this book.

That's why you see that I don't stand in fascination of myself. I stand in fascination of the point of view of that book and the process within that book. That's why I say, you got to read the book. The first thing I would say, read The E-Myth Revisited. The second thing I would say is read Awakening the Entrepreneur Within. That you might call if I were to look at the totality of my work and it exceeds 30 books now that we've written and published, but the three core books are The E-Myth Revisited, Awakening the Entrepreneur Within. The third book you mentioned earlier, Beyond the E-Myth, whose subtitle it is, The Evolution of an Enterprise From a Company of One to a Company of 1,000.

I would say that every single person listening to us here should go there and do that. I would also suggest one last thing, that for you to truly absorb what I'm writing about, the most immediate thing one can do is to enroll in what we call Radical U. That's not you as you, Matt, you Jerry, you Jim, it's Radical University. Effectively, I'm saying it's the only university of its kind in the planet devoted to what we call the eightfold path. The eightfold path is very simply defined as the dream, the vision, the purpose, the mission, the job, the practice, the business, the enterprise. It's the evolution of an enterprise.

If you were to in fact join me in Radical U, an online university, anybody can join that university, Radical U. Just very, very simple. You just go to it .com and you'll find iti and you just sign up. The first year is what I call the dreaming room. The first year, you discover your dream, your vision, your purpose, your mission. That's something every single person here can do, because everybody can forward to do it.

Everything we do today, everyone can afford to do. I say that because it's my passion, my what do you call it? Devotion. That if I can awaken the entrepreneur within every young child, then Matt, what can happen is just astonishing. We can literally transform the state of economic development worldwide, because that critical component, I have a dream, I have a vision, I have a purpose, I have a mission. To understand when somebody possesses a dream, a vision, a purpose, a mission. If you could see me right now, I'm touching my heart and it just automatically do that when I begin to speak about that.

When one has a dream, a vision, a purpose and mission to transform the state of the world in a very specific way, that becomes their calling for their life's purpose. In that, one discovers what it means to be human.

[0:55:32.0] MB: Michael, a truly inspirational and thought-provoking and fascinating interview. It's been so great to have you on the show, to hear all of these insights and to hear about your own journey, the transformation that you've gone through and some great advice and wisdom for everybody listening. Thank you so much for coming on here and sharing all of that knowledge.

[0:55:54.8] MG: Well, Matt. Thank you very much for being interested and for bringing the story out to as many people as we possibly can. Because every single one of us are here to transform the state of economic development worldwide, but mostly to awaken the spirit of the creator within. Thanks, Matt.

[0:56:17.9] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Remember, the greatest compliment you can give us is a referral to a friend either live or online. If you enjoyed this episode, please leave us an awesome review and subscribe on iTunes because that helps boost the algorithm, that helps us move up the iTunes rankings and helps more people discover the Science of Success. 

Don't forget, if you want to get all the incredible information we talk about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top. 

Thanks again, and we'll see you on the next episode of the Science of Success.

June 02, 2020 /Lace Gilger
Influence & Communication
Gabriella-van-Rij-04.png

Self Doubt & Feeling Like You Don’t Belong with Gabriella van Rij

April 23, 2020 by Lace Gilger in Influence & Communication, Emotional Intelligence

In this episode we share how to deal with self doubt and what to do if you don’t feel like you belong. We explore the power of kindness and how to build your kindness muscle and much more with our guest Gabriella van Rij. 

Gabriella van Rij is the founder of the #DaretobeKind movement, a kindness expert and a keynote speaker for leaders. Gabriella helps organizations tap into the power of kindness. She is the author of four books With All My Might, I Can Find My Might, Watch Your Delivery, and the soon to be released Kindness is a Choice. Gabriella has been seen by millions on Dr. Phil, ABC, CBS, NBC, and FOX.

  • From being dropped off at an orphanage at 8 days old.. adopted twice.. and finally 

  • The importance of belonging

  • We cannot see ourselves.. and we all experience self doubt 

  • Self doubt is a universal human experience

  • Ask anyone: Have you ever felt like you didn’t belong?

  • We’ve all felt like we didn’t belong at some point in our lives. 

  • Self doubt is like a disease, it sets in and eats away at you. 

  • How do we deal with feelings of self doubt, inadequacy, and exclusion?

  • You cannot be kind to anyone if you aren’t in a positive place yourself

  • Muscle of kindness is built when people are mean to you, not when they’re nice to you 

  • Be kind to all the rude people! 

  • We come from a place of defensiveness. 

  • You have to put on your own kindness oxygen mask first.

  • “When you are kind to someone, you grow an inch"

  • How can you pivot from a place of kindness to a place of anger and fear?

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Gabriella’s website

  • Gabriella’s LinkedIn, Twitter, and Facebook

Media

  • Gabriella’s Blog

  • [Documentary] Our Silence is Complicity (2014)

  • Article Directory on Huffpost, Medium,

  • PR Web - Gabriella van Rij’s New Book 'With All My Might' Teaches Readers How to Find Self-Acceptance in Spite of Adversity as Summer North American Book Tour Kicks Into High Gear

  • BBC News - “Why being kind could help you live longer” By Lauren Turner

  • Gabriella van Rij returns to #ConversationsLIVE w/ #DaretobeKind & more by Cyrus Webb

  • #30Seconds In-Depth: "Dare To Be Kind" Global Movement With Kindness Expert Gabriella van Rij! By Renee Herren

  • Gabriella’s Quora Profile

  • Daily News - “When a longing for belonging can lead to feeling like an outcast” By Gabriella Van Rij

  • New Living Magazine - “How to Get Rid of Fear-Based Communication” by Gabriella Van Rij

  • [Radio Interview] QC Uncut: Gabriella Van Rij (February 5th, 2019)

  • [Podcast] Crucial Talks -  Episode 102: Gabriella Van Rij.

  • [Podcast] The Kindness Podcast Episode 21: Gabriella van Rij

Videos

  • Gabriella’s YouTube Channel

    • Gabriella van Rij Professional Speaker - Tulare Union High School

    • Back to school anti-bullying - KRCG-TV, Channel 13, CBS - Gabriella van Rij

    • Adult Bullying - Eye to Eye CBS Milwaukee channel 58 - Gabriella van Rij

    • Gabriella van Rij - Conversations with Gloria Greer

    • Gabriella van Rij - Book Trailer - With All My Might

    • Dr. Phil Show Bullying Expert Gabriella Van Rij

  • Simo Benbachir - Simo BB Interviews Gabriella, the Pakistan-Born Founder of #DaretobeKind - a Global Movement

  • Living in Total Health - The Glen Alex Show: Gabriella Van Rij

Books

  • Kindness Is A Choice by Gabriella van Rij

  • With All My Might (English Version)  by Gabriella van Rij

  • I Can Find My Might  by Gabriella van Rij

  • Watch Your Delivery  by Gabriella van Rij

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[00:00:12] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over 100 countries. In this episode, we share how to deal with self-doubt and what to do if you feel like you don't belong. We explore the power of kindness and how to build your kindness muscle, as well as much more with our guest, Gabriella van Rij. 

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our email list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How to Create Time for What Matters Most in Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to succespodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you're on your phone right now, all you have to do is text the word smarter. That's S-M-A-R-T-E-R to the number 44222. 

What can videogames teach us about real life? In our previous episode, we explored the science behind the concept that we may be living in a simulation, looked at the hard problem of consciousness, explored the relationship between quantum physics and consciousness and much more with our previous guest, Rizwan Virk. Now, for our interview with Gabriella.

[00:01:38] MB: Gabriella Van Rij is the founder of the Dare To Be Kind Movement, a kindness expert, and a keynote speaker for leaders. Gabriella helps organizations tap into the power of kindness. She's the author of four books, With All My Might, I Can Find My Might, Watch Your Delivery, and the soon to be released Kindness Is a Choice. Gabriella has been seen by millions on Dr. Phil, ABC, CBS, NBC, Fox, and much more. 

Gabriella, welcome to the Science of Success. 

[00:02:05] GVR: Thank you, Matt, for having me. 

[00:02:07] MB: We’re so glad to have you on the show, and I'd love to start out the interview today with your story because your back story is so fascinating and in many ways really informs what you write about and speak about and teach today. I’d love to start with your story and your journey. 

[00:02:22] GVR: Okay. Well, my story, even though I don’t think it’s that interesting, to tell you the truth, because I guess I lived it, right? But it is interesting to most people because it's so different. I was born close to the Himalaya Mountains in Pakistan, which was back then probably India. I got born just after the split between India and Pakistan. Basically, my biological mother, that's what they think, she dropped me off at a Catholic orphanage at eight-days-old. I kind of empathize Catholic because that's where I got the name Gabriella, because a lot of people don't know where I got that name from, of course. 

I lived there for three years. I also got adopted there one time as a baby, and I really, really don't remember, by an American couple. I got – It didn't work out apparently, and I was given back. Then at the age of three, I was very lucky that other couple arose from Europe, from the Netherlands, and they adopted me at three years old. We won't go into all of that but what maybe is, for me, the most important part is this is where the story joins a universal emotion which is belonging. 

See, when I moved from the east to the west, I just learned all of a sudden that there was something wrong with me, right? I mean, I'm one of many in an orphanage and nobody told me that I was weird or that I look strange or that my skin color was different. I didn't really know, because nobody said anything. The moment I set foot in the west, I realized that there was something wrong with me. Not only my adopted parents reacted a little bit strange, the school. Everyone did, and I learned the Dutch language under a month, so that's really, really fast. Basically, kids picked on me, so I didn't really understand that belonging obviously as a toddler that that is universal emotion. 

What do you think about that? That belonging is universal when it touches all of us. 

[00:04:34] MB: Yeah. That’s so interesting, and I can see how that experience shaped all the things you you’ve written and taught about. Let’s dig into belonging because I think it’s such an important topic. In your mind, why do most people feel like they don't belong or why do so many people feel like they don’t belong?

[00:04:50] GVR: Well, I think, first of all, there's something really curious about all of us. Men and women, we cannot see ourselves. So when any of us wake up in the morning and we go brush our teeth and unfortunately there are mirrors everywhere in the bathroom, right? You can’t avoid them. So we pick at ourselves. We go, “Ugh, I got a zit here,” or, “I got this,” or, “I suddenly have a gray hair sprouting up,” or whatever it is. Men do this just as much as women. This is not just a woman thing, because people think but it’s not true. If we are not capable in seeing in the beauty of who we are and I mean beauty with everything, the in and the out, then it becomes very difficult to belong. Because the moment I meet someone and that person says to me, “Oh, you look a little bit strange, Gabriella,” or, “I hadn’t expected you to look like that or to sound like that,” that's when we start doubting ourselves. There is that little tiny seed that just was injected into you that says, “Maybe I'm not good enough.” It might not be bullying but it might just be enough to give you that self-doubt. 

I can tell you for one thing, once that self-doubt sets in and that’s at any age, Matt, that – I mean, you can be three. You can be two. Self-doubt is something that is the most horrible emotion I think that we can have, much more horrible than being sad or angry because self-doubt plays a little trick on us. If that self-doubt sets in, then belonging becomes a problem. I think for your viewers out there, anyone that is hearing this right now can honestly – I know if I could see you. You’ll honestly say, “Yeah, met too,” because there is one moment in your life anywhere that if you didn't feel that you belong to the group, whether that's at school, whether that's in a sports setting, whether that is within your work. 

I'm just going to take the example at the coffee machine, right? At work. Everyone stops at the coffee machine. They congregate, you say hi, you say what you did, and you feel that each time you arrived at the coffee machine that every single person stops talking. It’s silent and people always say, “Yeah, but I didn’t say anything.” But silence is complicity. Silence gives us that incredible doubt of, “Did I do something wrong? Is something wrong with my clothes? Oh, my gosh! They hate my hairstyle or there’s something off.” That’s what really, really happens. 

[00:07:46] MB: Yeah. That’s such a great point, this idea that really we think that it's our own unique experience but the self-doubt is really a universal human experience. 

[00:07:55] GVR: Yup. It’s so human, and we all have it. I mean, anyone. If you go out this afternoon and you ask anyone, “Have you ever not felt you belonged?” There’s people with incredibly happy stories, incredibly happy families that will say yes to you, because there is a moment that someone – I know this is not an English word but I’m going to use it anyway. Disincluded you. With other words, they for some reason didn't want to include you into the group and they excluded you. That was the word I was looking, not disinclude. They excluded you from the group. That's what happens when you speak too many languages. 

[00:08:35] MB: I’m jealous. 

[00:08:38] GVR: That is a big one. You know what I want to say to your reader, your listener right now? Think of when you say, “Oh, my people. When they did this, this, and this, it made me feel so awesome.” Think when you say that. If you can, please, please try to eradicate that from your vocabulary, the word my people, because it’s always at the exclusion of someone. The reason I’m going to say this to you is I’m going to make you laugh right now. I’m brown-skinned obviously because I was born in Asia. So if you think of it, I adopted obviously – My adoption country is Holland, so I’ve adopted the Dutch, who you all know are very tall, blonde, and blue-eyed, many of them. If I’m with them and they say my people, and let’s say that a few Americans and a few Germans and a few French are sitting there, they will go, “Yeah, but you’re not Dutch.” Do you see the danger of saying my people?

I always come from this aspect of always saying I have no country, no culture, and no mother tongue, and it gives me that incredible unique perspective to actually like everyone. When I meet you, I really meet you with an open visor, with an open mind that goes, “Hah, who are you?” Then it’s up to you who you want to be at that moment. If you want to be fun and engaging and if you are those things, then usually I like you in 50 seconds. Do you see what I mean? But if you start with my people, then we are at odds already because you're going to disinclude me. You’re going to exclude me from something. 

[00:10:31] MB: Yeah. It’s such an interesting point and it ties back into the whole idea of there are so many different ways, so many different categories, so many things that can cause us to experience self-doubt. We often think that it's something to do with us or it’s unique to our experience, but really it’s every single person at some time or another, regardless of your back story and regardless of your happiness, all of this stuff. You’ve had self-doubt, you felt excluded, and you felt left out at some point. 

[00:10:58] GVR: Yup, absolutely. That’s why it’s universal. Self-doubt is a little bit like a disease. It sets in and it eats away at you. It’s often not – I always say to people, it’s not what happened to me. It's not not knowing your biological parents that – Yes, it gets me sadness from time to time but it's not that in the end that gives you sadness. What gives you the sadness in the end is when you see people that have family treat them so badly. Then you kind of go, “Oh, my gosh! I wish I had one.” You kind of ache for that bond and that belonging and looking like someone saying, “Oh, my god! We have the same nose or the same type of timbre in our voice.” When you see that in the Western world, I'm always a little bit taken back because I go, “Wow! I just wish I had a sliver of what you have.” 

That brings me to why I do what I do, because I said to myself this belonging, this self-doubt that we go through is universal. It surpasses our gender. It surpasses our faith. It surpasses everything. It even surpasses fear if you think of it. It really, really connects us at a primal level. If that connects, how do we get rid of it? I'm one of those people that is passionate and I said, “Okay, if I want to help the world, what am I going to do?” The first thing I kind of went like most people is let’s go after hunger. Let’s help people to be successful. What can we do? Then I said to myself, “No, all of these things are categories. If I change a category, I will have some success but I will at a certain point just coast, right? I won't have any growth anymore, because people will not really change their minds internally.”

So what is it that I can bring to the world and to people everywhere that I meet to say, “How do I teach you something that should be inside of us, inside of all of us?” Then I went, “I’ve got it.” Kindness is innate. We just throw it on the wayside not because we want to. I think we do it by accident. I think that – Or interaction together makes us doubt the other person and the intentions of the other person. So if I'm hurt and, for example, if we’re hurt in a relationship, like in a love relationship or in a business relationship, we take that. I’m going to call it garbage for a second because I like calling it that. We take all those invisible constraints and this enormous garbage bag that nobody can see that's on our backs and we take it to the next relationship and we take it to the next job. So we keep saying, “I can be successful because it's always their fault, right?” Look, look. I’m at this new job or I have this new girlfriend or this new boyfriend, and they’re the problem because it's happening all over again. 

For me, the kind of secret sauce to life is saying, “Hey! Stop it for a second. Take that step back and really look. What did you do?” Because we cannot be kind, and this is biggest thing I can teach any of your listeners right now is the biggest thing I can teach you is that you cannot be kind to anyone if you yourself are not in a positive place. It's just impossible. My quote is nobody strikes another human being coming from a positive place. I’ll explain real quick again. If we have almost 7 billion people on this planet, that means 6.8 people, a billion people are in an unhappy place. They’re not positive. That’s why we keep going in a perpetual cycle because we keep meeting these type of people. It is maybe, just maybe, it's up to us to learn how to treat them and if we know how to treat them. 

I have honestly grown so much that I really rarely get upset anymore when someone shouts at me. I take it with huge doses of humor. I take a step back and I say, “Who beat you today? What happened? Tell me.” Because the moment you do and the moment you give them their name, so I’m going to use your name, Matt, the moment you say, “Hey, Matt. What happened? I know you’re not yourself, buddy. Tell me.” That moment, I defuse everything. I make it a success right there, because instead of striking you back, I open the possibility to a dialogue that might be very vulnerable. 

[00:16:13] MB: Yeah. That’s such a great point and one of my favorite. I don’t if it’s a quote or just an idea but this idea that the muscle of kindness is built not by being kind to people who are nice to you but it's built by being kind to people when they're mean to you. 

[00:16:29] GVR: Absolutely. I always say let's be kind to all the rude people out there. I’m telling you, the moment you learn this, you learn the behavior, see the moment they act to you. What is the problem with our human nature is that we are going to react and we are going to say, “Who the heck does he think he is,” or, “Who the hell does she think she is?” That’s our problem. That’s our problem. We come from that thing of defense. Let's defend ourselves, right? I take my own example. When I was in my 20s and someone said, “No, you’re not Dutch. I'm telling you, Gabbie, you're not Dutch,” what do you think I said back? I had a big chip on my shoulder, so I said, “I am Dutch.” Whereas now I say, “What do you think I am,” because the truth is I really don't care. I just answered to what a person asked me. If they don't believe I’m Dutch, I really don't care about it because it's not a point of contention. I understood that it's not important that I'm right. It's actually much more important that I have relationships. 

[00:17:44] MB: Yeah. That comes back to something you said a minute ago, which is this idea of you can't be kind to anybody unless you're in a positive place first. It’s essentially the same idea of you have to put on your own kindness oxygen mask before anybody else. 

[00:17:58] GVR: Yup. You always need to understand something. If you're going through something, the other person is too. I always say jokingly, come on. When anyone got up this morning out of bed, did you wake up and say, “I am going to pester my colleague. I'm going to be really unkind to X, Y, or Z.” You didn’t. We don’t set out in our daily lives to be mean or upsetting to someone. None of us really have that, because it's not innately in us. We’re actually good folks. The reason I know we’re good folks is we just have to learn to look at the children under five. Look how kind they are to us. Look how inclusive they are or how incredibly in restaurants, when you sit next to a child, before you know it, that child makes eye contact with you. It wants to give you their toy. It wants to share a sticky, ucky bottle with you, which you don't want to have at all but it does that automatically. We are kind when we see that coming from little children or small animals. But when it comes from an adult, we have a suspicion and we go, “What do they want?” It’s so funny. 

I’m just saying, well, if you truly want to be a successful person and – I am going to ask Matt something. What you do then see as success? I’m going to ask Matt because it is your show. Success, what is that to you, Matt?

[00:19:37] MB: Yeah. I mean, that's something we talk about a lot on the show and trying to figure out. 

[00:19:40] GVR: I know. 

[00:19:41] MB: I mean, I think everyone has a different definition of success. To me, success is really – I think gets a bad rep in many ways, because people think, “Oh. It’s money, power, fame,” whatever the kind of trio of things that you think about traditionally. But to me, being successful is really about living life on your own terms and achieving what it ever it is that you want to achieve and being good at whatever it is that you want to excel at. There are so many commonalities and common lessons that you can put together from all kinds of disciplines and all kinds of walks of life that, to me, that’s what really the science of success is about is trying to figure out all those shared lessons and bringing them together in a way that it doesn't matter what you want to do. You can try to apply it to making yourself happier, healthier, etc. 

[00:20:23] GVR: I love what you said because it encompasses everything, right? My definition of success is the intangibles. Think of all the intangibles that you have in your life, that dumb little phone call you made. But if you made it and you made that phone call to your mom or your dad or an uncle or an aunt and they just light up because you didn't forget about the and those intangibles. To me, that’s success. People think, “Yeah, but how do I do that?” Well, you can start every day. Just think of your coffee latte. If you don’t drink that, then your chai latte or your pumpkin latte. I don't know what it is that you drink in the morning. But think of that when you go to work and you pick it up on the corner of whichever coffee shop you’re at. Think of making the invisible people in your two-mile radius visible. 

What I mean by that. The barista in the coffee shop, he or she is 90% of the time invisible. But when he or she disappears and quits their job, then you are the first in the line to go, “Hey! Where was that person? They were about yea high and they had a big smile, and I love the way he made my coffee, right?” Then you miss them, so that’s kind of what I mean with the invisible people. All the people that indirectly that you meet every single day, the person in the parking lot that takes you a little ticket or whatever it is, that person. When you stop and you don't drive off and you actually say, “Hi, can I put you a newspaper tomorrow? Because I always see you sit here. Would you like to read something,” they light up. I mean, they absolutely light up. 

I lend one of the guys in the parking a book and I must say that within three weeks, he said, “Hey, lady with the book! I’ve read it. I loved it.” These are just fun things, because we think we have nothing in common with them but we do and we only know that if we open that door. 

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Our listeners can now get their first month of Lumen5 at 50% off by going to get.lumen5.com/successpodcast. Again, I cannot stress this enough. This is a great, great product. We’re using it for a while. Our YouTube engagement skyrocketed after we were able to post more and more video’s using this great technology. I cannot recommend their team enough. Again, that’s get.lumen5.com/successpodcast to get started today. 

[00:24:27] MB: That reminds me of something that you’ve described the difference between kindness and civility, and I want to explore that. But actually, even before we do that, let's take one step back and say what in your mind and we’ve danced around this. I don’t know if we’ve directly looked at it but what is kindness? Then maybe after that, how is that different from civility?

[00:24:49] GVR: To me, first of all, kindness is innate. It’s something that is actually truly not learned. We can copy it because we see something that someone else does. Of course, the more kindness we see around us, the more it becomes prevalent for us to repeat it because we do have a little bit that monkey behavior, right? What we see around us we do propagate. That’s one. But civility, what I call nice, right? Nice versus kind. Well, nice is something your parents teach you. They teach you values and standards, right? Standard is your government, your society that says, “Okay, we are not going to drive through a green light,” for example. That's a rule and regulation that your government sets. That’s a standard. Then your parents teach you to hold open the door for an elderly. Your parents teach you to not eat with a mouthful, to not smack your lips when you’re eating or to go, “Yum, that was delicious,” or to do it a little more polite. That’s the civility.

Now, what’s very, very funny, Matt, is I meet people that say, “Hey! I stood up for an elderly in the busy Metro in New York City,” and I go, “Wonderful.” Then they go, “Yeah. But, hey! You were the kindness expert. You’re supposed to tell me that I was awesome.” I said, “Sorry, no. You should do this every day.” “Yes,” the person says, “But I don't understand. This is kind, right?” “No,” I said, “Kind is going the step above civility.” First of all, you have to do one thing. Get your nose out of your device because to be kind, you have to see the need. Our slogan is one moment, one person, one kindness. 

Think of it. You’re sitting in the Metro or you're in a restaurant. You’re anywhere where there are people. You need to see something happening, like someone that is sad, someone that is struggling to pay seven cents more at the cash register because that's what they're exactly missing to be able to pay whatever it is that they're trying to pay. If you see that, it’d be logical that I would say, “Hey! I have those seven cents for you,” to a total stranger, right? Or I could say, “No worries. Let me get you another cup of coffee,” if it fell on the floor. All those little things we can really help people in being kind. By doing that, you actually lift them up. 

In civility, you put a smile on their face by standing up. But in kindness, I think you lift them up. I jokingly say and I need it. I say jokingly that when you were kind to someone, you grow an inch. I mean that because inside of you something shifts for the person that gives the kindness. You’re kind of like that child that goes, “Hmm, I’m proud I did that.” You have that little, “Hmm.” Then when you look back, you turn your head. You see that the person that you gave the kindness to, their step is stronger. They bounce a little bit more. That makes you, in turn, also very happy. It’s a win-win. Both people gain an inch. Because I’m 4’11”, I need an inch. 

[00:28:25] MB: Yeah. That’s such a great point and this idea that really by being kind to people we experience more positive emotions. We put ourselves on an upward spiral. Simultaneously, you can create the same change in someone else, and so it's really a win-win for everybody. 

[00:28:41] GVR: Absolutely. Think of it. This is why kindness is so important. When that person comes home, you saw the coffee fall and you just went out of your way to get another coffee for them, to lift them up, to get them literally off the floor or get the mess squared away. Think of that moment. Think that person goes home and says to their partners, “Oh, my goodness. This is what happened today.” That’s how much you have affected that person. They will not talk about all of the negative things that happened to them that day. They will talk about that one thing that stood out. Do you agree?

[00:29:24] MB: Yeah, absolutely. It can – One kind act can often wash away a lot of negative experiences. 

[00:29:31] GVR: That’s how I believe that we change behavior. If we change behavior – See, for example, in a sports arena, right? Let's take the NBA. Let’s take Federer, fantastic tennis player. Any one of these athletes, I call them pure talent, right? I don't know how they do it. I don't know how many basketballs they get straight into the hoop. It's just amazing to me when I see them on the courts. All of us, there is not one single human being that doesn't agree with me that they show talent, and we seem to have a disregard for everyone that doesn’t have talent, which is commonality, 90% of all of us. We’re just the everyday person that is walking around. But if we could treat that person with that same respect, with that same civility that we would give to the talent person, wow, can you imagine? 

Think of the Olympics. When we are in the Olympics and you look at all the people that visit the Olympics, there are like throngs of people watching ice-skating, for example, the speed skating. This shows that I'm really Dutch because I’ve watched the speed skating and because the Dutch are always in there in the first three, right? They always win the medal. It doesn’t matter who wins. Who see that the person next to you stands there and he might be Russian and you don’t understand a word of what he said. But you see his face light up when one of their athletes do really well. It doesn’t matter that your team just lost. You start cheering for the next one, and that kind of behavior is exactly what I'm talking about, if we could still behavior into us instead of only. 

Every two years, during an Olympic event, whether it's the Summer Olympics or the Winter Olympics or whether it's a big NBA game. If we could instill that on a regular basis to all of us without anything natural bad happening to us, then we have a win-win situation. 

[00:31:56] MB: You've shared a couple examples already, but I'd love to hear some practical tips or strategies for if you’re either in a bad mood or you’re angry, frustrated, fearful. How can you pivot that into a place of kindness? 

[00:32:11] GVR: The first thing – We hate doing this by the way. What I’m going to say now to you and your listeners is totally not something we do. I do it all the time with the people that I work with. If you’re in a bad mood or you didn’t sleep enough or just basically stressed, it can happen to anyone, communicate. We continue action reaction if we don't communicate. So I come to work and I say, “Hey, guys! I’m having a really bad day today. Can someone have my back?” You should see what happens. It’s amazing. All your colleagues just jump, because they get it. They’re really surprised that you say it, and it doesn’t necessitate an explanation. It doesn’t need a defense. It doesn’t need anything. Nobody is going to ask you why. They understand that you need downtime and they got your back. Now, that's one way to avoid it. 

Now, I’m going to just give you an example in the boardroom. This happens a lot, when you throw your colleague under the bus. I’ll give you an example. A project needs to be finished, and you’re working with four or five people on it, and you got the boss and all of you guys as a team are in that boardroom. One of you didn't do it, and that means that whoever the project goes from. The graphic designer to maybe the web designer to someone else, and it just keeps going. You didn't get it on time, so your part of the project is not finished. You turn around really snippy and say, “[inaudible 00:33:47]. Mr. so-and-so didn't do it as always,” and you just threw him under the bus.

But what if you did it differently and what if you could say in the boardroom, “Hey! I didn't finish that on time. May I have it to you by 4:00 today? Promise.” The eyes of that person that knows he or she was at fault, that colleague, you have the best colleague in your entire future now, because he or she knows that you did not throw – I mean, he will high-five you. They are happy. They are amazed. They look at your behavior and go, “Wow, man! Thank you. Thank you because I just couldn’t have afforded another bad point here at work.” Then you might just ask him, “Hey! Why does this happen so often?” Now that he knows that you have his or her back, they will tell you the truth, and that truth is very vulnerable. It might be that his wife is sick or his mom is dying or something going on that you had no idea about. 

Before you know it, there's a real relationship because the truth is we work with people that we have no relationship with. We know nothing about them. We think we do but we don’t. 

[00:35:13] MB: Yeah. That’s such a great example and in many ways comes back to something you said earlier that I thought was really important, which is this idea of taking responsibility instead of blaming other people. Not only in the example of the work example that you just gave but even for your own well-being, for your own emotional state and not pinning it on other people who really are saying, “You know what? I’m going to take responsibility and I’m going to be kind today or I’m going to take my responsibility for making sure that I try to spread kindness and that I try to create positivity,” as opposed to just being, “Oh, something happened. I'm in a bad mood,” and being in a state of reactivity. 

[00:35:47] GVR: Absolutely. Reactivity is exhaustive. I know this as a fact because like I said I was very honest about it. I had a chip on my shoulder during my teenage years and let's say from 20 till just 28, 27 that I really – When I’m 24, 25, I started realizing that if I kept doing this, I was going to have the same results. By just being nice and ignoring this question that I'm not Dutch, it just kind of went away. You know what it [inaudible 00:36:22]? It just – People see your attitude back and kind of go, “Well, does it really matter,” and they go on, right? You open the gates for a real relationship and you defuse by your behavior. You defuse anything, and it’s really that simple. But what you have to do, and maybe this is the most important tip, you have to take that deep breath. It’s up to you what you do. I just take literally a gulp of breath and just hold it and just smile and just say this is not about me. 

My second tip is learn to listen. We don't listen. We listen by in our heads already having the answer and the rebuttal back as if we’re lawyers literally. If someone tells you – My dad recently passed away. So if I told someone, “Oh, the funeral really went very well,” before you know it, five other colleagues interrupt and all tell me about funeral stories. But what they did is they took it away from the person that really needed to tell you something. They needed to share some of their sadness, and this is why I think people get into such foul moods, because they’re holding all these pent up emotions inside of them that they can never get rid of. 

[00:37:54] MB: For listeners who want to take action to concretely implement some of the things we’ve talked about to bring more kindness in their lives, what would be one action step or piece of homework that you would give them to really start to live some of these things?

[00:38:08] GVR: Start by helping someone else. It's always easier helping someone else than helping yourself. By helping someone else, you’re going to start learning how to do that for yourself too, because kindness starts with you. So take that deep breath when someone is rude and think in your head immediately, “This person is struggling with something, and I’m going to make their day because it's that easy.” That's one. The second one is don't throw your colleagues under the bus. Take responsibility. The third one, do not be reactive. Anyone, anyone really is a kindness instigator. We are all instigators. Sometimes good, sometimes not so good, but most of the time we are kind. I really believe that if you make kindness a choice, together we can change humanity. 

[00:39:01] MB: Gabriella, where can listeners find more about you and your work online?

[00:39:06] GVR: Everywhere. Just do the #DareToBeKind. daretobekindmovement.global is our websites. Nobody can pronounce my last name except Matt, because he did a really good job. Do gabriella.global. Find our more. I mean, my phone is literally available. It's on the Internet everywhere. I will speak to you anywhere in the world if you have a problem or if you feel really that you’re stuck. I feel that if we pull together, we can make things happen. We can be so successful ourselves but as a group, as a community, and that will spill over to the rest of the world. 

[00:39:48] MB: Well, Gabriella, thank you so much for coming on the show, for sharing your story, and all of the wisdom that’s come out of it. 

[00:39:56] GVR: Thank you so much, Matt. I really appreciate it.

[00:39:59] MB: Thank you so much for listening to the Science of Success. We created the show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an email. My email is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I'd love to hear from you and I read and respond to every single listener email. I'm going to give you three reasons why you should sign up for our email list today by going to successpodcast.com and signing up right on the homepage. There are some incredible stuff that’s only available to those on the email list, so be sure to sign up, including an exclusive curated weekly email from us called Mindset Monday, which is short, simple, filled with articles, stories, things that we found interesting and fascinating in the world of evidence-based growth in the last week.

Next, you’re getting an exclusive chance to shape the show, including voting on guests, submitting your own personal questions that we’ll ask guests on air, and much more. Lastly, you’re going to get a free guide we created based on listener demand. Our most popular guide, which is called How To Organize and Remember Everything, you can get it completely for free along with another surprise bonus guide by signing up and joining the email list today. Again, you can do that at successpodcast.com. Sign up right at the homepage. Or if you’re on the go, just text the word smarter, S-M-A-R-T-E-R, to the number 44222. 

Remember, the greatest compliment you can give us as a referral to a friend, either live or online. If you enjoyed this episode, please leave us an awesome review and subscribe on iTunes, because that helps boost the algorithm that helps us move up the iTunes rankings and helps more people discover the Science of Success. Don't forget, if you want to get all the incredible information we talk on the show, links, transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com just at the show notes button right at the top. Thanks again and we'll see you on the next episode of the Science of Success.

April 23, 2020 /Lace Gilger
Influence & Communication, Emotional Intelligence
David Burkus-01.png

Stay Social While Staying Distant - How to Strengthen Your Network During COVID-19

April 09, 2020 by Lace Gilger in Career Development, Influence & Communication

In this episode, we explore the science of networks and human relationships, uncover how people you’ve never met have a huge impact on your life, and look at how we can respond effectively to the COVID-19 pandemic with our guest David Burkus.

David Burkus is a best-selling author, speaker, and associate professor of leadership and innovation at Oral Roberts University for over 10 years. He is the bestselling author of four books, most recently the Audiobook Pick a Fight: How Great Teams Find a Purpose Worth Rallying Around. David’s work has appeared in the Wall Street Journal, Harvard Business Review, USAToday, and more. David has been ranked as one of the world’s top business thought leaders by Thinkers50 since 2017.

  • Get good ideas out of the ivory tower and drag them into the corner office. 

  • Don’t make life-changing decisions based on a sample size of one. 

  • The difference between what we think and what research actually says

  • We delude ourselves into thinking our results are the result of our own performance and skill much more than they actually are. 

  • Our results are much more driven by teams and people we surround ourselves with. 

  • You are NOT the average of the five people you spend your time with. 

  • “The three degrees of influence” - everyone you are connected to, and everyone they are connected to all have an influence on you and your life. 

  • A friend of a friend of a friend has an impact on your obesity rate, your habits, your happiness, and your career. 

  • The Framingham Heart Study - studying 30,000 people to understand what causes heart attacks… lead to some incredible understandings of networks.

  • People you don’t know have a statistically significant impact on your health and happiness.

  • We don’t know WHY the three degrees of influence phenomenon exists. 

  • We need to re-frame networking... no one likes going to networking happy hours.

  • Meeting random strangers is one of the least valuable ways to network. 

  • The two BEST things you can do to maximize the value of your network

    • Develop a system to check-in with people (weak ties) on some kind of regular basis

    • It’s much better to grow your network through the “Friend of a friend” than meeting strangers cold. Help people get connected. Build new connections through existing connections. 

  • Which weak ties should you re-ignite? What friends and lose connections in your network should you reach out to?

  • “No reply needed, I know you’re busy right now."

  • You don’t need to have something on your calendar to reject someone’s request to meet, just say you don’t have the “capacity" to do it.

  • What are the lessons we can learn from the global response to COVID-19

  • Ask yourself “what are we fighting for?"

  • The big question we must ask ourselves is - what do we do when this is all over? What is normal? What looks like normal?

  • America is the most polarized we’ve ever been… perhaps this crisis can bring us together. 

  • “The ally fight” - here’s who we are helping

  • “The revolutionary fight” - changing a norm

  • The best leaders in history don’t cast a vision, they put everyone else’s vision to words. 

  • Ask yourself 2 simple questions:

    • What do we do as a business?

    • How does what you do help us do that?

  • Collect stories that convince them they are in the right fight. 

  • “Job crafting” and cognitive reframing:

    • The tasks you do - do you do them differently?

    • Your relationships both internal and external - how does the work that you do help their fight?

    • Cognitive reframing…  

  • People are more motivated when they hear CUSTOMERS and people who are AFFECTED by the work via their stories - than hearing the CEO said the company mission for the 1000th time. 

  • Company culture is about:

    • Stories.. stories that get shared about the way you served a particular customer. 

    • Rituals...

    • Artifacts..what artifacts do people encounter on a daily basis that reinforce the culture?

  • Homework: By the end of the day, scroll all the way to the bottom of your text messages and say hi. 

  • Homework: If you are in a leadership role, now is the time to start asking your people

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • David’s Website

  • David’s LinkedIn, Twitter, and Facebook

  • David’s Podcast Radio Free Leader

Media

  • Ideas.TED - “At work, it’s not just about who you know; it’s how well you know them” by David Burkus

  • TED speaker profile - David Burkus

  • Article directory on Forbes, INC, Quartz, HBR, 99U, Thrive Global, Medium, 

  • Paul Axtell - “Q&A with David Burkus, author of Under New Management”

  • Mac’s List - “Why You Don’t Need to Go to Networking Events, with David Burkus” by Mac Prichard

  • [Podcast] The Learning Leader Show - Episode #255: David Burkus – The Hidden Networks That Can Transform Your Life (Friend Of A Friend)

  • [Podcast] The 1-3-20 Podcast (Daniel Pink) - Networking that Works - with David Burkus

  • [Podcast] Diane Hamilton - FRIEND OF A FRIEND: UNDERSTANDING NETWORKING WITH DAVID BURKUS

  • [Podcast] Jordan Harbinger - 36: David Burkus | How to Become a Networking Superconnector

  • [Podcast] Good Life Project - David Burkus: Upending Everything You Knew About Business

  • [Podcast] ELEVATE WITH ROBERT GLAZER - David Burkus on the Science of Networking

Videos

  • David’s YouTube Channel

    • Keynote Speaker David Burkus On Delivering A World-Class Conference Keynote

    • OUR GLOBAL FIGHT: OPTIMISM AND INSPIRATION AMID THE COVID-19 CRISIS

  • TEDx Talks - How To Hack Networking | David Burkus | TEDxUniversityofNevada

    • Why you should know how much your coworkers get paid | David Burkus

    • Why Do We Keep Our Salaries Secret? | David Burkus | TEDxUniversityofNevada

    • Why Great Ideas Get Rejected: David Burkus at TEDxOU

  • Talks at Google - David Burkus: "Under New Management" | Talks at Google

    • David Burkus: "The Myths of Creativity" | Talks at Google

Books

  • [Audiobook] Pick a Fight: How Great Teams Find a Purpose Worth Rallying Around by David Burkus and Audible Studios

  • Friend of a Friend . . .: Understanding the Hidden Networks That Can Transform Your Life and Your Career  by David Burkus

  • Under New Management: How Leading Organizations Are Upending Business as Usual  by David Burkus

  • The Myths of Creativity: The Truth About How Innovative Companies and People Generate Great Ideas  by David Burkus

Misc

  • [Video] ConnectedtheBook - The Spread of Obesity in Social Networks

  • [Research Article] The BMJ - “Dynamic spread of happiness in a large social network: longitudinal analysis over 20 years in the Framingham Heart Study” by James H Fowler and Nicholas A Christakis

  • [Research Article] PNAS - “Cooperative behavior cascades in human social networks” by James H. Fowler and Nicholas A. Christakis

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

In this episode, we explore the science of networks and human relationships, uncover how people you’ve never met have a huge impact on your life and look at how we can respond effectively to the COVID-19 pandemic with our guest, David Burkus.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word smarter, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we discussed how to ask better questions, shared lessons from solving some of the world's most interesting challenges and talked about why you need to think about the job to be done with our guest, Bob Moesta.

Now for our interview with David.

[0:01:36.2] MB: David Burkus is a best-selling author, speaker and Associate Professor of Leadership and Innovation at Oral Roberts University for more than 10 years. He's the best-selling author of four books, most recently the audio book, Pick a Fight: How Great Teams Find a Purpose Worth Rallying Around. David's work has appeared in The Wall Street Journal, Harvard Business Review, USA Today and much more. David has been ranked as one of the world's top business thought leaders by Thinkers50 since 2017.

David, welcome to the Science of Success.

[0:02:04.4] DB: Oh, thank you so much for having me.

[0:02:06.0] MB: Well, we're really excited to have you on the show today. One of the things that I really like about your work is similar to what we focus on here at Science of Success, you have a big focus on having evidence-based research and applying things from science and research and actually making them really applicable, which I think is just such a great perspective and something that not enough people are doing today.

[0:02:29.5] DB: Oh, no. Thank you. This show, you guys are speaking my language, right? We were on that crusade from a long, long time ago. The way that I always describe it is I'm trying to get good ideas out of the ivory tower and drag them into the corner office, where nowadays the co-working space, or the spare bedroom, wherever work is getting done in 2020’s economy. We're trying to drag those evidence-based ideas into that to let you be able to do your best work ever.

[0:02:52.1] MB: It's such a great perspective and it's something that literally informs the mission of this entire podcast, because I feel there's so much – to me, research and science and evidence, it may not be a perfect foundation for knowledge and there's certainly flaws and things get revised and that stuff. To me, if you're going to look for some foundation of truth to build your understanding the world on, it’s a pretty darn good place to start.

[0:03:15.4] DB: Yeah. I mean, I agree. The thing that has always boggled my mind is how much we tend to latch on to the inspiration and motivation that comes from one person's story. Those are great. I mean, they make great movies and that thing, when we hear the rags to riches stories or those things. In psychological literature, which is my background or in any science, we would call that a sample size of one. You really shouldn't be making life-changing decisions based on a sample size of one.

Once you zoom out, I mean, the thing that I don't think a lot of people realize is that you can read the biography of a famous CEO, or you can read a study of 200 different CEOs, some of whom became famous and some of whom failed, compare the successes to the failures. Ironically, more people want to read the sample size of one than want to read that paper, but there's a whole lot more insights in that one that's looking at 200 different CEOs.

[0:04:04.7] MB: Totally true and such a great perspective. Meta studies and looking at bigger datasets is a critical component of really trying to actually understand reality, as opposed to just deluding yourself, or looking at a story that has survivorship bias and all kinds of other things baked into it.

[0:04:19.3] DB: Yeah, absolutely. Even just the idea that if you go to that person, like one of the analogies I use sometimes and I don't like this at all because I'm a Philadelphia Eagles fan, but the analogy I always use is if you had to learn football, would you call Tom Brady, or would you call Bill Belichick? I mean, obviously if the only person that'll talk to you is Tom Brady, great. But I don't want to learn from him, right? I want to learn from his coach. Even though his coach is an out-of-shape guy who hasn't been on the football field for anything other than coaching for decades, right? [Inaudible 0:04:47.4] mind, because he's studying multiple different players. He's studying beyond even his team. Sometimes he's doing it quasi-legally. He's studying lots of different things, and so he has a much better perspective than the person on the field.

We have this celebrity or hero-worship culture, where most people I think would actually want to hear it from Tom and that's a huge mistake. I would much rather train with the person that made Brady Brady.

[0:05:11.3] MB: At a high-level, what are some the biggest meta takeaways that you've been able to pull out of academia and really make very applicable that are evidence-based to improving yourself and being successful in life and then business?

[0:05:24.8] DB: Yeah. I mean, I think the biggest one and probably if there were a through-line through all of the different books, every book that I've written has tried to say, here's what we think, but here's what the research actually says. The big unifying thread through a lot of them has to do with teams. I don't know if this is a Western thing, an American thing, but I sense that it's actually a global thing, that we really tend to believe that our results are just the result of our own performance and our own skill far more than they are.

I mean, everything from creativity and innovation to your health, to your success in life is usually a result of the team that's around you. Some of this has been in that motivational speaker, right? We pay lip service to the idea that oh, you're the average of the five people you meet. Most of us never really act on that. First of all, realize that it goes way bigger than five. It's also not the idea that those people just push you. It's the idea that information flows through those people to you. The way that you see the world and the decisions that you make is dependent on those people in your team, but we tend to prize that solo idea a lot. The world and your success, all of it runs on teams.

[0:06:27.9] MB: That's a really good insight. You touched on one of my favorite findings and then things that you shared in your work when you mentioned that you're the average of a lot more than just five people that you spend your time with. I'd love to explore that topic just a little bit deeper.

[0:06:40.9] DB: Yeah. A lot of this comes out of my book Friend of a Friend. I'll tell you the most nowadays the way that it's worked, I get out a lot of hate mail from – this quote is originally from Jim Rohn and I actually have no problem with the quote. I wrote a Medium article, maybe two years ago about how he's wrong. I get a lot of people mad at me, because if you search for the Jim Rohn quote now, my article is the third thing you see. We get a lot of traffic to it and then I get a lot of people that are angry at me.

The truth is it's much bigger than that. We've known this for about 20 years now. 15 to 20 years, these two researchers Nicholas Christakis and James Fowler. It’s actually really fun. Nicholas Christakis has become one of the trusted voices as we navigate this COVID-19 pandemic crisis, because he's a network scientist. He studies how networks work.

One of the things that he and his co-author, James Fowler, found is that they call it the three degrees of influence. Yes, the people that you're closest to influence you. It's not just the five that you're closest to. Everyone you are connected to influences you and not just there. Everyone they're connected to influences you and everyone they're connected to. Your friend of a friend of a friend, right? Three degrees of separation or as they call it, three degrees of influence, still has an effect on everything from your obesity rate, or your level of physical activity, whether or not you have destructive habits like smoking or drinking, your happiness level, your career, all of those things are influenced by the community that you're a part of, not just the five people you’re interacting with most, right?

By all means, the research to support the idea that mastermind groups and really trusted teams are important and they help you in your success, but you also need attention to if you're going to invite someone to be an influence on your life, you should probably pay attention to what community you're pulling them out of, because that community is going to have an influence on you, whether you know it or not.

I mean, candidly as a parent, this is something we instinctively know, because when we're deciding who we want our kids to hang out with – We're not judging the kid. The kid doesn't know anything. We're trying to learn as much as we can about the parents. That's one degree of separation, or the community. It sounds really snooty for me to say this, but come on, we all do it because we all realize that that kid is going to influence my kid, but he's going to be influenced by those parents, so do I like those parents and that determines whether I'll let my kid hang out with him. We know that as parents. Very few of us act that way in our own life though, which is a big problem.

[0:08:57.9] MB: So interesting. I want to hear a couple of the stats, because there's some amazing – the level of impact is truly astounding, even on people who were a friend of a friend of a friend, or three degrees of separation away from you.

[0:09:08.6] DB: Yeah. Specific to the studies that Christakis and Fowler have done, there's three that I think are most interesting and I hinted at them. The first is obesity rate. To back up, if you will, because this is one of the few shows where I can get super nerdy like this. What Christakis and Fowler did was they used data from this thing called the Framingham Heart Study. My wife is a physician, we know all about the Framingham Heart Study because it's how we figured out what causes heart attacks basically.

Medical researchers in the New England area chose Framingham Massachusetts and set up shop there and studied basically the entire town, 30,000 people and counting have been a part of this study. We're almost three generations now. What it is is they basically recruited volunteers in that town and checked in with them on a regular basis. Not an annual physical, but multiple times a year and they took a lot of health data, right? The body weight and whether or not you smoke and cholesterol levels, blood pressure levels, all that sort stuff.

They also took a lot of social data. They didn't know what they were going to do with it. They just collected it. They asked questions like, “Who would you go to if you had an emergency? Who do you interact with the most?” All of these questions that Christakis and Fowler realized they could use to create a model of the network of the community of Framingham Massachusetts.

Because the study at the time that they found this data had been going on for 30 years, they could actually build a model that would change, that would progress. They could see the way new connections were made or people moved out of the community and all that stuff. It's actually really cool. If you're listening and you want a really fun thing to Google, Christakis has a TED Talk where he shows the video. You can also find the video on YouTube of this network changing in real-time.

Now they've got this network of people that are connected to each other and they've got the health data, so they can study how those two things interact. Their first finding was that your friends make you fat. I mean, you know what he said? We said it before. It sounds rude to say it. If you were around people who are obese, you have a statistically significant likelihood of becoming obese in your future. This is not correlational data. This is causal, because we're watching it develop over 30 years. We can see the link.

The same thing with smoking rates. Actually, the rates were cessation. Is that how you say it? Cessation of smoking. If you were around people that are non-smokers, you are more likely to quit smoking. If you're around people that do smoke, you're not going to quit in that 30-year period of time.

My favorite and this is where I get nitty-gritty on even percentages is was of happiness. There were questions in there. They actually used a survey. It's the reverse. They used a survey meant to figure out what the rates of depression were, but there were four questions in this larger, I forget how many questions, it’s either 10 or 12. There are four questions that have been used as a proxy for happiness or life satisfaction questions.

What they found is that if you are surrounded by people that are happy with their life, you are more likely to be happy with theirs. Your friend of a friend of a friend, so someone three degrees of separation, if the majority of those people that you don’t know, that you haven't met yet, but you have three links back to you, if the majority of them say that they're satisfied and happy with their life, you have a 6% greater likelihood to say you're happy with yours.

This sounds weird if you're not into the research. You're like, “Oh, big deal. 6%. That's nothing.” Well, it's actually a huge deal. There's very few things that can decrease your happiness or your chances of being happy by 6%. For example, if I gave you a $10,000 raise tomorrow, really a nice thing to do actually in today's current environment. I'm going to give you extra money. If I gave you a $10,000 raise tomorrow, that would only increase your chances of saying you're happy with your life by about 2%.

We've got three times. I mean, you really can't in the data say $30,000 worth of happiness, because it doesn't really work like that, but it's pretty close to that. We've got a massive, massive impact on your happiness that would take tens of thousands of dollars to buy just by the people that you are around.

Similar studies, I haven't dove into the research but, Christakis and Fowler, that research got picked up by a lot of different people. Literally if you google three degrees of influence, you will find all sorts of teams of researchers finding this to be true in so many different areas. It's fascinating

[0:13:00.3] MB: It's so crazy that people who in many cases you've never even met, who are friends of friends of friends of yours actually have a impact on your health. You made a really key point a minute ago, which is this isn't just correlation. It's actually a causal relationship as well.

[0:13:16.0] DB: Yeah. This is not a cross-sectional study. It's a longitudinal study, if we're going to get to nerdy terms. Cross-sectional is when I just do a screenshot capture, right? Here's what it is on this specific day. The longitudinal research allows you to build that model, watch it change and you can – now it's not as strongly causal as say, double-blind placebo-controlled study, like we do in medicine or something like that. You really can't do that study. This is as causal as a social network, or even an economic study can be, because you're watching it develop over time, which I think is huge.

The other thing I should say is what I find really funny about this phenomenon of the three degrees of influence is we don't know why yet. There's about four different theories of why this three degrees influence thing is – The best that I've ever heard explained and it was explained by Christakis is the idea that it's about norms. If you think about the bodyweight thing, what's an acceptable amount of weight to carry around your waist? What's an acceptable portion to eat in a meal? You're subtly influenced by watching the people around you and that shapes your norms and your senses of abilities.

We haven't proved that yet. That's just the leading theory. We still don't know why it is. I mean, I think it goes back to before we were civilized people. We are a tribal people, even from the beginning, and so it just makes sense that we take our cues about things from the people around us. What we don't realize is that if we're doing that, the people around us are also doing that, which means they're taking the cues from people we don't see, which really means to be honest with you, we need to start seeing them. We need to be able to explore that fringes of the network. We need to realize it's not our network. It's the network and we're just a part of it.

[0:14:46.9] MB: So interesting. I want to take this concept of network science and let's zoom that out a little bit and apply it to the current climate that we're interacting with. As we record this, we're right in the midst of the COVID-19 outbreak and this episode will most likely go live while it’s still happening. I'm really curious from that perspective. What do you think about this and how are people looking at it?

[0:15:09.9] DB: Yeah. I mean, there's a couple different things. Like I said earlier, my wife is a physician, so there's the sheer shock of how devastating this thing is and I don't want to make light of that in any fashion. From my world and my background, the last two books that I worked on, one was on networking and one was on how do you bond a team through that sense of purpose? Both of them were seeing play out in real-time. Here's what I mean; one of the biggest arguments that I made in Friend of a Friend, which came out in 2018 was that we need to reframe networking.

None of us want to go to those networking mixers, those unstructured events. We don't want to mix it up at the conference, right? Barely anybody stays for the happy hour at the end of the conference. We all think, “I need to escape back to my hotel room and check e-mail.” We don't want to do it anyway. There's a small group of people, let's say 10% of the population, the mega extroverts that like to do it and the rest of us like to hate those people. Just being totally honest.

The good news is that when you look at the act of networking, the verb of networking from a network science perspective, you find out that's not all that effective anyway. It's actually a better strategy to do two things really well. If you do them really well, you can skip any of these unstructured meeting strangers events.

The first is developing a system to be checking in with people on a regular basis, what we would call checking in with your weak ties, or dormant ties. These are specific terms. We're all really good at checking in at our strong ties, the people that we see every day, the people that we live with, the people that we work with, the people that we’re friends with. We're really good at checking with those people. Some of it happens by accident. Those people influence us more than anyone else.

The problem is we also think a lot alike, because of everything we've been talking about; the closer they are, the more they influence you. When you want new ideas, new information, new referrals to meet new people, if you go through that group, you end up having a very homogeneous network, because everybody thinks alike, acts alike, etc.

I mean, there's research and I covered in this the book that we are not a country of red states and blue states, or even red cities and blue cities politically. We are a country of red neighborhoods and blue neighborhoods. On the county or zip code level, people are segregating by that, which I think is fascinating because nobody – I mean, I guess around election cycle, we put the signs. Well, I don't, but some people put the signs out on their front lawn.

It's actually little things. If you drive a Ford F-150, I have a pretty good idea of who you're going to vote for in November, right? If you drive a Subaru, I have a pretty good idea of who you're going to vote for in November, right? We pick up on these little things and we chase that comfort. The people that are close to us and the people that they could potentially introduce us to, that's more of the same.

Your weak ties, the people you know but you don't really know all that well, you don't see them all that often and your dormant ties, which are people that you knew for a time, but for some reason or another, they fell by the wayside. These are your college friends, your former co-workers, those people that just life happens and you don't see them as often. They're a potent source of new information, new ideas, new opportunities, new referrals, because they're somewhere else in the giant network connected to a different group of strong ties. You get the opportunity to go through different from them.

Now why I think this is a really – I'm optimistic in that regard of networking is that this is actually a really good time to skip the meeting strangers thing, because you can’t, right? The events are canceled. We're all at home. This is a time to reach back to those weakened, dormant ties. The number one objection I normally got for two years when I would say you need to reach back out to those people we haven't talked to anymore – I mean, Matt, can you guess what the number one objection to, “Hey, Matt. You should be reaching out to the people you haven't talked to in a year or two years?” What do you think the number one objection is?

[0:18:37.9] MB: Hmm. Don't have the time?

[0:18:39.1] DB: Don't have the time. I mean, that's one and we have all of them. One more. One more.

[0:18:42.5] MB: I don't know what I would talk to them about?

[0:18:44.0] DB: Yeah. It's just so awkward, right? What am I going to say? I don't know what to do. I don't know what to say, and so I'm just not going to do it. I started calling it the clock of awkwardness, or the stopwatch of awkwardness, right? You talked to somebody and then the stopwatch starts. The longer you go, the more awkward it is the next time you reach out to them.

The crisis that we’re in literally affects everyone. I was on a Zoom call yesterday with someone in South Africa. We were talking about how South Africa is handling it. The day before, I was talking to somebody in Australia and we were talking about how Australia – Anyone in the world is at least thinking about this crisis, which means that it is totally appropriate to send an e-mail, or a text message, or even a phone call to anyone in that dormant tie category and just say, “Hey, I was thinking about you today and I wanted to check in. How are you holding up?”

You can even pro-offer help or anything like that, but just the act of saying, “Hey, wanted to check in and see how you're doing,” is a little touch point that can turn into a bigger conversation. Obviously, if they want to do it, right? If they don't want to talk, then that's fine. You can't bring everyone back into your circle. Now is the one time that all 7.7 billion people on this planet have a reason to reach back out to each other, to send goodwill to each other and it won't ever be seen as awkward, because why wouldn't you check in on the people that you care about?

In a weird way, that actually gets me encouraged that this thing that I've been telling people to do for a number of years now, pay attention to those weak and dormant ties and reach back out to them is something we all have the potential to do. Like you said, the first objection you gave me was don't have time. A lot of us have that time now as well.

[0:20:15.2] MB: Such a great strategy. I want to make sure I caught both pieces of this. You said the two best things you can do, one is to check in with people with your weak ties on a regular basis. What was the second thing?

[0:20:26.2] DB: Ah, yeah. I never got to it. Sorry. I got on my little rant about how now's the best time to reach back out to them. The second thing is that it's much better to be growing your network through the friend of a friend than meeting strangers, which is why the book is called that. I call that your one degree of separation, your hidden network, your friend of a friend, whatever you want to call it.

I think now is actually a pretty good time to be not only checking back in with those weak and dormant ties, but being generous with your network and potentially introducing people that are in your sphere of influence to each other and then also asking for introductions, or pro-offering introductions, that idea of getting people connected. That's more a time function than anything else.

The number one reason introductions between two people don't necessarily work is that we try and make them and we run out of time to follow up and they never actually have that chat. Now is a pretty good time to do it. We were talking about before recording, I'm overwhelmed at this point with it, but it's encouraging because it means people are doing it. I'm getting invited to these Zoom or Skype happy hour conversations on a almost daily basis, which is basically the smart people are doing it this way. I'm going to reach out to 10 people and say, “Let's get together on Friday at 4.”

I know that some of them know each other and I know that some of them don't, but I'm trying to create that community, trying to create those introductions for people. Now is a good time to do that as well. Like I said, this is the same one, when the book came out that I was arguing. If you do those two things, reach back out to your weak and dormant ties and then try and build new connections through your existing connections. You'll find that that's so effective that you don't have to worry about meeting strangers, which is great because it's really hard to do right now.

I mean, there are some people that are taking this time and using it to send cold e-mails to Mark Cuban to try and get his attention, which was wrong before the crisis and is definitely wrong now. That idea of trying to just cold outreach and convince people, or going to that networking meetup and trying to meet everybody, it didn't work all that effectively then, it's even less effective now. The two strategies you can use are the ones you should have been doing anyway. Weak and dormant ties and going to that one degree, that friend of a friend introduction piece.

[0:22:25.3] MB: I want to come back to the Zoom happy hour thing, because there's a question about that that I'm really curious around. It applies well beyond that, but we can use that as a specific example. How do you think about saying no in the context of networking, social engagements, that kind of thing and how do you think about which weak ties are the ones that you should reignite?

[0:22:46.2] DB: I mean, I'm not actually all that choosy. I'm going to answer in reverse order. I'm not all that choosy on which ones you should reignite. There are some people in your life, there are definitely some dormant ties, people you haven't talked to in two years and there's a very good reason you haven't talked to them in two years, right? We're not talking about those people.

Pretty much anybody else, it's worth doing. In my mind, there are all sorts of software now and things you can do to build a habit and say, “Oh, it's been 90 days since you talked to this person, or it's been six months since you talked to this person.” Reach back out. I don't like that, because I don't find it as organic. My goal for people is when they pop into your head for whatever reason, you should reach back out to them, right? I sent an e-mail today to some people, I would call them weak ties. We almost did some business together, but then we didn't for various good reasons. I'm not sour about it. Just didn't work.

They're in Seattle and I was reading a story about how Seattle is handling the COVID crisis and I thought, “You know what? I should check in with them.” I sent an e-mail to two of them and just said, I mean, literally exactly what I was encouraging people to say is, “Hey, I was thinking about you today, because I saw this. I just wanted to check in and see how you're all doing. If I can help in anything, let me know, etc.”

Actually, what I often do with these people too is I write, “No reply needed. I know this is a rough time.” People reply anyway. The reason I write ‘no reply needed’ is I want them to know I don't have an agenda. I'm just legitimately checking in and trying to send them well wishes. If they have the time, I'd love to talk to them. If they don't, no worries. I'm not offended by that.

In that is actually the answer to your first question too, which is so much of this right now I think is a function of time and whether or not you have the capacity. When we all suddenly watched our entire late March and April calendars just reset and every out appointment was cancelled and all that stuff. Some people, probably the mega extroverts, because they were going to go into with people withdrawals in this situation.

Some people started organizing a lot of this stuff right off the bat just naturally, which is great and super encouraging. For some of us, it created a problem of time now. I have too many things to do between my live-streamed yoga class and my Zoom happy hour and homeschooling my kids. I have too much stuff to do now, so I have to say no.

I think time is really the function that most people ought to be using for no. The weird thing is we think that when we decline an invitation because we don't have time, we need to specifically have something already on our calendar at that time in order to legitimately reject the request. I don't do that. I got to give a caveat here, because this is a Science of Success Podcast. I don't have data for this. This is all anecdotal what I'm about to say.

What I've taken to doing is I will say, “I'm so sorry. I don't have the capacity to make that work in my schedule right now.” I could have nothing on my schedule for that afternoon. I just would feel overwhelmed that I needed some downtime, right? That's what I mean when I say capacity. I'm not really blaming, like I can't do it right now because I'm booked, because that only works if you're not booked.

What I often say is I can't do it, because I don't have the capacity to do it right now. Then either pro-offer, like we could circle back a little bit later or something else. That's the polite way that I've learned to decline people. To be honest with you, if that came from as soon as I was an author getting all sorts of requests to like, “Hey, would you write this unpaid piece for our newspaper article to promote your book?” At first, you do it because you want the book out and then people keep offering and eventually, you have to be like, “No, I don't have the capacity to write that much stuff. I just don't.”

I've learned over time, again no data. This is a sample size of one, so I'm breaking my own rule here. That's what I've learned is when you're turning people down, don't lie and you don't even have to say, “I'm booked.” You can say, “I don't have the capacity to do it,” which is highly dependent on the individual person what your capacity is, so it's never a lie.

[0:26:13.1] MB: I love that strategy and really the permission to say just because you don't have a meeting on your calendar, doesn't mean that you don't have the attention, the time, the energy, whatever to take that meeting is a great – really, really great mental model or heuristic to think about that.

It reminds me of a story, one of my favorite little anecdotes from Tim Ferriss is he talks about he has the time for his mom to call him for one minute every hour, but he doesn't have the attention to deal with that. It's the same principle in some sense, but I really like that word ‘capacity’, because it's a great way to simultaneously give yourself permission to say, “Okay, just because I don't have a meeting at 3:00 doesn't mean that I can just take this call or take this meeting that's going to distract me and draw me away from what I'm really trying to focus on.”

[0:26:59.5] DB: If you're the type of person that can get away with being like, “No, because I don't want to,” then great. That works really, really well. I think that offends more people than it doesn't. It's basically saying the same thing, right? The reason I don't want to is 99% of the time, it's not because I don't like the person inviting me, it's because if I do that, I realize that I'm going to over stretch myself, or I'm going to have to give something else up or whatever. I've started leaning on that word capacity pretty profusely. I found that I've never gotten, “Oh, come one. I know you’re free this afternoon.” I've never gotten that. I've just gotten a, “Yeah. Yeah, I totally understand. A lot of us are stretched,” and that works really well.

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[0:29:23.8] MB: I want to zoom out even further and talk about some of the broader social implications and lessons that we can extrapolate out of dealing with this whole crisis.

[0:29:34.7] DB: Yeah. I think this is a massive time where we're seeing – we were talking right at the top about how that big misconception around individual talent, your results are the result of your just individual strengths and weaknesses, knowledge, skills and abilities, whatever. Really, it's a function of the team. We've never seen that at this global level.

The other reason I'm almost – I don't want to say encouraged, because I'm not encouraged. People are dying. It's not that type of thing. But I'm inspired by our ability to meet that challenge, because I don't know that we've ever seen a truly global – I use the term fight, because the most recent book is called Pick a Fight, but we've never seen a truly global struggle. The results of it have actually been amazing.

The way that communities and countries are sharing data and working together and collaborating on stuff, I mean, the thing that really made this apparent to me was in the initial days of this crisis, if you follow the whole thing, let's say. I mean, started before this, but let's say Jan 1, people started seeing what was going on in China and going, “Oh, this is pretty serious.” Most of us at that point were still, “This is pretty serious. I hope they find a way to recover.”

Most of us weren't thinking about ourselves and our own country until late February, early March. Even then, we weren't taking it seriously. Then around mid-March when we truly realized that this is something that could kill millions of people, we started seeing borders come down, even though they were closed. Travel-wise, they were closed. Information-wise and collaboration-wise they were open like never before.

We started seeing people doing research on – I mean, there's no cure for a virus, but people doing research on what medicines could lower the symptoms faster and get people in recovery faster. Normally, I mean, you know this because this is the academic community. Normally, you don't want to get scooped, so you do your research and you hide it and you play it really close to the chest, because you don't want anyone with this.

Instead, we saw doctors and researchers creating websites to post their paper and going, “We don't have time for peer review in the hidden world of journals. Our peer review will be putting up a website and letting you look at our data. If it helps, you could do it.” That's how we found what medicines we should be using and all that stuff.

We're seeing companies that have manufacturing capacity, but don't manufacture what's actually needed, re-learn and even work with each other. The thing that I think is the craziest is Ford Motor Company working with GE and 3M, which are two other major manufacturing things. Ford going, “We have the capacity to produce ventilators, but we don't have the know-how.” 3M and GE being like, “Oh, we have the know-how here. Let’s figure out how to do it together to create more ventilators, which is something that we desperately need.” We're seeing this on such a huge level.

Ironically, this is the main thesis of the book that I came out with a month ago. Now, I have to say I did not predict this at all and my evidence of that is that I published this book as an audio book only on the assumption that leaders, just like that our podcast listeners are also audio book fans and that they would prefer to read this on their commute to and from work, that no one has anymore because no one's commuting to and from work.

Not the best medium, but the message is about how when there is a global threat, when there is a global struggle or a need for reformation or revolution, really disparate communities find a way to bond very, very quickly. There's a ton of research out there about team building and that stuff and all of it is about working together and better understanding, etc. None of it really paid attention to this fact that if you can point to a threat and you can say that thing is an evil in the world that will affect us all if we don't work together, humans have always actually been good at putting all of those differences aside in those moments and working together. We've seen it throughout history.

I don't know that we've ever seen it on a global level like this. Even World War II was half the world fighting the other half of the world. Humans do that all the time. The other thing that I saw that was encouraging, it made me want to write Pick a Fight, is that we know about purpose, we know about start with why, we know about why we need to be purpose-driven companies, or people, or all that stuff, but how you define purpose is really, really vague.

The argument in Pick a Fight was that if your people or you can answer the question, what are we fighting for? Even if you don't use fight language ever, but if I ask you that question and you understand what I mean and can give me back an answer, then you have a sufficiently inspiring, actually motivating purpose. If you have something other than ogro revenue or shareholder value or something like that that doesn't motivate people. This isn't again one of those examples, where the entire world old is united in one global purpose, because if you ask anybody, I mean, literally I don't think people frame it like this as often, but if you thought about it for three seconds, if you're staying at home, if you're not listening to this in the car this week like you normally do because you're working from home, you are engaged in this fight to save the lives of your fellow humans. We are all fighting for this.

Even if it doesn't feel like it. Even it feels like only doctors and nurses and people making ventilators are fighting, we're all fighting together by this. You are literally motivated to do that work of staying home. I mean, Tiger King on Netflix helps, but you're motivated to stay home because you see it as this is this thing that we are all fighting together and we need to overcome. We need to put up aside all of those differences. If it means stay at home, it means stay at home. If it means mask up and get to work, it means that. We're all motivated and inspired by that, because we all have this purpose that meets that what are you fighting for litmus test.

[0:34:40.5] MB: Yeah. Great insight. There's a couple different avenues I want to explore coming out of that. Ine of the most interesting things that I was looking at and I don't know if this directly applies to your work, but I think it's worth getting your perspective on. I saw some research recently that was talking about how you hear these people talking about the collapse of society and the probability of that – could that happen, all this stuff. Actually saw a really interesting study that was talking about during times of crisis, humans actually become more pro-social and band together. It's really the opposite of that doomsday scenario. The reality is that these are the exact times that we stick together and we team up and we support each other.

[0:35:19.2] DB: Yeah. I mean, you almost always see, natural disasters tend to be the ones that are the most pro-social, because in those situations there's no one to blame. This is actually one of the points we put out in the book. In normal times, your fight can't be you against some other competitor, because that doesn't actually motivate people. I mean, it does, but it motivates them to act unethically, or in anger, or things that aren't actually overall productive.

We tend to see that in natural disasters where we would predict, “Oh, there's going to be this and that.” In reality, people act more pro-social. Now that's not everyone, right? In hurricane situations, there is still looting because there are some jerks there. There's a whole lot less than they should be.

I live in the middle of the country where that's been the big thing since this whole stuff started is people are stocking up on guns and ammo. I'm like, “Guys, you're not going to need that.” If you're really worried about people breaking into your house, put a sign that says, “We're in COVID-19 quarantine,” on the front of your house and no one will break in, right?

[0:36:10.5] MB: That's good insight.

[0:36:12.5] DB: In reality, what happens throughout history when we feel whether it's attacked, like September 11th, I think it was Hirohito. I'm bad in my history on this, but after the Pearl Harbor attack in World War II, it was either the emperor or was General Hirohito have said we have awakened a sleeping giant. Because what they didn't realize was that now these people feel even more threatened, and so they are going to bond together even more.

We almost always do that. I mean, this was the impetus for Pick a Fight was I was upset that we talked about that as a, “Huh. Isn't that interesting?” What we don't say is that while we understand the importance of purpose and of having a good why and having a cause and a mission and a vision and all of that stuff, we're not actually leveraging that bigger thing which is we as a people love to fight for a just cause. We'd love to fight for something to remove an evil in the world, even if it's an evil that hit us and we come back late down.

What's the Tony Stark line from Infinity War, right? We're not the defenders. We’re the Avengers, so we need to go and actually avenge this. We act that way. Sometimes we're the defenders and sometimes we're the avengers. Whenever those negative events happen, that is our natural response is, that pro-social behavior.

Again, there's biological reasons or sociological reasons we could talk about us as a tribal creature for, but I just think it's because one of our huge underlying motivations is that we want to make an impact in the world. When we're in times of crisis, it becomes easier for people to see what that impact they can make is, and so they do it.

[0:37:44.3] MB: What are some of the – and you touched on one or two of these already, but I want to explore deeper some of the lessons that we can learn and start to apply as leaders from both this global response to the pandemic and also from all the work and the research that you did for Pick a Fight and your other work.

[0:38:02.4] DB: Yeah. I think the big thing that we need to be asking is what do we do when this is over, right? As we're recording this, this is the time to talk about it. For the first couple of weeks, I get it. Every leader, every team leader, everyone was trying to figure out how this thing was going to reset their lives. We're at a point now where we have a pretty good hand. I can't tell you what's going to happen, but it feels like things are settled. We have a plan of action. Life's not going to go back to normal tomorrow, but we can look a few months out and see things going back to normal.

The big question for leaders is do we want to go back to normal, right? We've seen the way that this outside crisis and we saw this September 12th, 2001 was the best day to be an American. I mean, the tragedy that happened the day before was horrible. It was horrific. The way that we were bonded on that 12th was amazing. Unfortunately in lack of a threat over 20 years, we've now moved back into we're the most polarized we've been well in 20 years, right?

I'm not saying the prescription is to hope for another crisis or another attack. I think the prescription for leaders is to use that ability to influence and inspire to point to some other crisis in the world. On an international level, there are a host of global crisises, yeah, that's the way to plural that, that we could go after. Even in your own company. One of the things I've been encouraged to see is as I was writing the book, I was working with a couple different companies, large and small, really just stress test these ideas before I put them out there in the world. So many of them have come back and actually said, in this time we redefined our fight, or we double down on it.

One of my buddies is an entrepreneur that runs a chain of personal training studios in Canada. Just like there as here, every gym, every person, all of it is closed. His entire business is forcibly closed. No mistake he ever did. If you asked them before what are we fighting for, we're fighting to get people healthier, we're fighting to keep people alive, because we know that actually, even in the midst of the COVID-19 crisis, we know that if you are relatively healthy, you are at much less risk, right? We're fighting to keep people alive through health. That didn't change when the government forced their gyms to closed.

In a matter of a week he said, “You know what? We're still fighting the same battle. How do we fight it in this current environment? All we have to change is our strategy. We don't have to change our fight.” Within a week, they had pivoted to this entire system where if you were a former client, you can still get on and work personally with your former trainer that you just do it over distance, over video call, etc., right? Because they were still willing to fight.

That's I think the big thing for leaders, if you had a good answer to that question, what are we fighting for? Then what you need to be worried about is how the strategy changes because the environment changes, but the fight doesn't change. If however you're like a lot of organizations, I mean, 8 out of 10 people in the world are disengaged or actively disengaged in their job, so there's a lot of organizations that might say they have a purpose or a mission statement, but really don't have a fight. Now is the time to point to that thing.

I outlined a couple different templates of fights in the book. I think the one that works the best for a lot of organizations is either the ally fight, which is what things like Ford are taking advantage of now, here's who we helped by continuing to exist. Or the revolutionary fight, which is this is a norm that our industry has accepted and we refuse to accept that any longer. Those are two that are really, really solid for refocusing people's attention on bigger things. It's not about market share or profitability. It's about changing the environment to bring more justice to it, or to bring a better outcome for our customers, our clients, whatever it is. It's about changing that.

I mean, it's literally a revolution. I think now is the time as we're looking to the rest of this year and to the future, to pull that lesson back and go, “Yeah. My people have known what it is to help fight for something now, so I need to point to that bigger fight moving forward.”

[0:41:45.6] MB: If you feel you don't have a fight, how do you start to think about one?

[0:41:51.9] DB: Yeah. I have to answer this on two levels. There's a leadership level and the individual level. On the leadership level, one of the grand ironies that I found is that what you – it’s not just enough to say, “I don't think we have a fight.” You might actually be better off in that situation. The bigger problem is thinking you have a fight and realizing that your people think they're fighting a different fight, right? You think that you do a good job.

This is a big misconception about leadership in general. Leaders don't cast a vision. We talk so much about that; casting a vision and getting buy-in on the vision and mission. The smartest leaders in history don't do that. What they do is put to words the vision that people already had, right? Martin Luther King gave an amazing speech to the Million Man March about his dream, but the 600,000 people that tuned in to hear, what they actually heard was their dream. He just put it to words.

I really don't like that it's called the ‘I Have a Dream speech’, because literally what he's doing is he's saying everybody's dream. he's finding a way to put it – Well, not everybody, but everybody was their dream. He's finding a way to put it to words. Your biggest thing in my opinion is to look at what resonates with your people. There's a bunch of different ways to do it. There's activities that we can do to do it or whatever.

The quick-and-dirty is this, find some time over the next two weeks to ask everybody on your team, pull them aside for 90 seconds. Tell them they're not in trouble. This isn't a pop quiz. Your job doesn't depend on this answer. Ask them two really simple questions, what do we do here? What business are we in? What do we do? Then how does what you do help us do that? What you'll find is that depending on their answer, they’ll either talk about how your company exists inside the industry, or how your company exists with customers, or how it plays against competitors and all of those things are going to give you a hint at what template, like I was talking about the revolution and the ally fight, what template you can use.

If they talk a lot about the industry and how they're different from the industry, then what will probably resonate most with them is that revolutionary fight. If they talk a lot about the customers, then it's probably the ally fight. Your job at that point isn't to come up with your own vision, it's to put to words that vision that they already have. Then after that, it's to collect stories that convince them that they are fighting the right fight. You don't have to keep spouting the vision.

I mean, I can't tell you how many times I've rolled my eyes, because I've worked for a company where the senior leaders are great at saying the mission statement and no one else remembers what it is. We hear it, we roll our eyes, because we know it would be different in 18 months when they read a different book. You know what I'm talking about. We've all been there. Your job shouldn't be to do that. Your job should be to collect the stories that tell people they are in the right fight. That's on the leadership side.

On the individual side, it's actually the same questions, but what we call in the psychological literature, this is referred to as job crafting. It's that cognitive reframing. You want to pay attention to three different areas in the work that you do, the actual tasks that you do. Do you do them differently than other people because you found a better way to do it? That might be a little mini-revolution. Are there some that you do and they totally drain you?

You might even think about taking them off of your list, because you don't see how they answer that question what do we do here and how does what I do help us do that? You also want to look at your relationships. Not only customer relationships, but the people that you work with that would be your internal customers. Can you see a real through-line about how the work that you do helps their fight maybe?

Then lastly, there's that cognitive reframing, which is really flows out of the tasks and relationships piece and is really about that idea of okay, if I look at these different templates and I look at what I do and who I do it for, what's the best way that I can reframe that? The best example of cognitive reframing is that John F, Kennedy line where he is touring around NASA and he talks to the janitor and he says, “Oh, so what do you do for NASA?” He says, “Oh, I'm helping put a man on the moon.” He is, because he's helping feed into that system. He's done a great job of cognitively reframing what he does. The task didn't change, the people didn't change, but the way he thinks about it didn't change.

Again, depending on if you're in a leadership role and you have the ability to do that survey and set, here's what I think we're fighting for, you definitely need to be doing it. If you don't have that, or you're a solopreneur or something like that, then we just need to look at it that individual level and how can we job craft in so that we feel the work that we do answers the flight that we're called to fight.

[0:45:48.7] MB: Great piece of advice. I want to come back to the idea of collecting stories to help convince people they're in the right fight. Because you touched on something that is very common phenomenon in the workplace, which is somebody reads a business book and then they come in and the mission is this. Then six months later, it's a new mission, etc. How do you avoid that mission creep, that purpose creep, the shifting sands and really stay focused on the fight?

[0:46:13.2] DB: Yeah. Well, I mean, so first of all, you stay focused on the fight. This actually makes me a little sad. If I can nerd out for a bit, one of the mega professors of our generation is Adam Grant, right? We know him as the give-and-take guy. We know him as the originals guy. There was a study that he led on I think it was something to the effect of the salience of purpose, or the salience of mission. Basically, it looked at whether or not employees of a company were more motivated by hearing their leader talk about what they did, or were more motivated by hearing customers of the organization talk about how that company helps them,

and you know where I'm going with this. It wasn't even close, right?

We are naturally more motivated when we hear it from people who are directly affected from our work, than the people who are leading our work. I think the big thing there is either staying on mission all the time, or stop. It's not your job to say the mission all the time. Then that'll help fight mission creep right off there. Your job is to affect company culture. If you run an organization that is large enough to where you don't directly touch every employee, they don't directly respond to you, then you need to rely on company culture to shape their behaviors, not your own charisma.

I mean, there's a bunch of different research on company culture, all sorts of different models and that stuff. I'll boil it down to this. It's about stories and rituals and artifacts. Stories are exactly we've been talking about; the stories that get passed around about the way that you serve that one customer. The nerdy example and it's a little outdated, but there's this example about Nordstrom, which is a huge customer service company and they tell this story about a person who came in and wanted to return his tires.

Then because customer service is super important, the Nordstrom employee said, “Yeah, yeah. How much did you pay for them? We’ll refund your purchase.” Nordstrom doesn't sell tires. They're not Sears, right? They just sell clothes and a couple other luxury department store goods, but he did it anyway because that would have been what satisfied the customer. That's what I mean when I say stories. Or that story of the person that's been anything, that's been positively impacted by your fight.

Artifacts are those visual images, those physical things that you can point to that really help convey that sense of mission. One of my favorite companies in the universe is the WD-40 company, not just because I love their products, but because they have been really focused on if you ask them what they're fighting for, they'll actually say each other. They've been really focused on we just happen to sell WD-40, but our real reason for existence is to create a community and a culture where everybody can thrive.

They use the term ‘tribe’. Depending on where they are, what offices – I mean, they’re a global company. They have usually first-world, or aboriginal, or there's a teepee in the front of their home office, which is cultural appropriation, but you get what they're going at, because they're using all these visuals to reinforce the idea of try. That's artifact.

The last thing is rituals. What are those little things that we do? I have a good buddy of mine that runs a minor, minor, minor, minor, minor, minor league baseball team in Georgia called the Savannah Bananas. Their big fight is they're fighting for the fans, because baseball is basically ripping off fans. The tickets are too expensive. You get nickel and dime, you get in there, the game itself is boring. They have this little ritual where they say they stand for their fans.

If you went in in the normal week and you walked into the box office to buy tickets or something like that, every employee that sees you walk in will stand as if you're the president, or a Supreme Court justice or something like that. Just a little ritual, but it reinforces that idea of what we're fighting for.

That's your real job as a leader. It's not to get up there and bloviate and spout this thing. This is where I think the era of casting a vision has dealt us wrong. It's not about your own charisma at that point. If you run an organization that's large enough, it's about how do you collect stories, how do you determine what artifacts people are going to encounter on a daily basis and what are the rituals we can use to reinforce that idea of this is what we're fighting for. That is what builds up company culture and that is your real job as a leader.

[0:49:53.5] MB: Fantastic advice. We've touched on a number of really valuable strategies, ideas, insights, etc. What would be one action item that you would give to listeners to take some concrete action to implement, one of the things we've talked about today?

[0:50:09.6] DB: Yeah. I'll give you two, because we’ve talked a lot about this networking piece in a world of COVID and we talked about the purpose piece. The first on the networking side is by the end of the day and the easiest way to do this actually, take your smartphone if you've got one, if you got a dumb phone, you could still do this, but it's easier. Open your messages app, your text messages app, scroll all the way to the bottom, because if you didn't know this already, it's sorted by frequency of interactions.

The person you haven't talked to in the longest is right there at the bottom of all of your messages. Send that person a text message and just say, “I was thinking about you today. How are you holding up in the midst of all of this?” Just say that and see what they say back. It will probably provoke a larger conversation and it'll be great to catch up with that person. If it doesn't, do it again on the next most one until you get that.

Now is the time to be doing that, because first of all – I don’t want to say we all have the time, because our capacities are different, but we will all receive that message as a beneficial message, as a non-awkward message, so now is the time to do that.

On the leadership side, if you are in a – or on the purpose side, if you are in a leadership role, now is the time to start asking your people. Just the one-on-one randomly, ask one of them. Every time you're on a call with them this week, ask one of them to stay and just throw them that 90-second question. “Hey, what do we do here then how does what you do help that?” If you're not in a leadership role, that second question is the more important. What do we say our purpose as a company is and then how does what I do help that?

You may have never actually thought through that and that's actually all you need is to figure. The fancy term in the research literature for this is ‘task significance’. All you really need to do is draw that line between the work that you do every day and the person who's helped from that. That's often enough to increase your productivity, your motivation, your inspiration, even just your general feeling of well-being as a result of doing that. Now we've got a little bit more capacity in our schedules to do that deep reflection. Ask yourself that question. How does what I do help with that larger organizational mission?

[0:51:56.9] MB: David, where can listeners find you and all of your work online?

[0:52:01.7] DB: Yes. I'll tell you, if you're listening to this and you've been listening to this all the way through, then the single best place would be the show notes for this episode. Scienceofsuccesspodcast.com. Matt and his team do an amazing job with details of this whole interview, but then also all the links. I mean, my last name is really hard to spell and weird and didn't you're not going to pull over and type it in anyway. Just double tap the cover art, right? Or go to the show notes for this episode, because you already love Matt's work and I'm there. I hope you do, because I hope we keep this conversation going, but that's probably the one best place on the entire interwebs if you're listening to this. That's the best place to connect with me.

[0:52:33.4] MB: David, thank you so much for coming on the show, sharing all this wisdom, some great advice and some really interesting insights.

[0:52:40.5] DB: Oh. Thank you so much for having me.

[0:52:42.1] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

I'm going to give you three reasons why you should sign up for our e-mail list today by going to successpodcast.com, signing up right on the homepage. There are some incredible stuff that’s only available to those on the e-mail list, so be sure to sign up, including an exclusive curated weekly e-mail from us called Mindset Monday, which is short, simple, filled with articles, stories, things that we found interesting and fascinating in the world of evidence-based growth in the last week.

 

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Thanks again, and we'll see you on the next episode of the Science of Success.

April 09, 2020 /Lace Gilger
Career Development, Influence & Communication
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Massively Expand Your Network In No Time Using These Tools with Dr. Ivan Misner

March 26, 2020 by Lace Gilger in Influence & Communication, Career Development

In this episode, we uncover the truth about networking. Why most people do it wrong, how you can do it right, and the key ingredient that’s been missing in your networking efforts with our guest Dr. Ivan Misner.

Named “Humanitarian of the Year” by The Red Cross, Ivan Misner Ph.D. is a people scientist. He is the author/co-author of multiple business networking books and he’s been called a “Top Networking Expert” by Forbes and the “Father of Modern Networking” by CNN. Ivan is the Founder of the world’s largest networking organization, BNI.com. He is also most recently the co-author of Who's in Your Room? The Secret To Creating Your Best Life. 

  • What is networking? Why do people misunderstand networking?

  • Don’t jump right into sales mode. 

  • “The networking disconnect"

  • The “VCP” Process

    • <Invisibility> 

    • Visibility first

    • Then Credibility

    • Profitability

  • You communicate differently depending on where you are with 

  • Networking is more about farming than it is about hunting, it's about cultivation 

  • The 24x7x30 follow up process

    • 24hrs: follow up “It was great to meet you, I hope our paths cross again."

    • Within 7 days: Connect with them on social media where THEY like to play not where YOU like to play

      • Ask in conversation - where do you hang out on social media?

    • Within 30 days, reach out to them and follow up for a face to face or a phone call and “learn more about what you do"

  • GOLDEN RULE: DON’T SELL TO PEOPLE WHEN YOU FIRST MEET THEM

  • Once you get to credibility, start going deeper, ask how you can help people with the projects that they are working on, etc. 

  • You need a network that is both wide and in places deep. 

  • How do you decide which contacts to go deep with?

    • Start with self-awareness and your personal values. 

    • What are your top personal values?

    • If you don’t know your values, you don’t know what kind of life or business you want to create. You have to work with people whose values align with yours. 

    • Find people whose values connect with your values, you can connect with them on a personal level 

    • They don’t have to be the same values they just have to be resonant or similar to yours

  • Here’s a good way to start with your values - begin with your deal breakers. What is the behavior you absolutely don’t like in a business person or friend?

  • “Follow up is the secret sauce to networking"

  • It’s all about touchpoints with people. It’s a lot easier to stay in touch with people via social media than it used to be. 

  • What do you think about what your touch points should be?

    • Find ways to help people

    • “Givers gain” - find ways to help people. 

  • If there is any force multiplier in building a relationship it's your skill in asking “how can I help you?” 

  • “How can I help you?” It shouldn’t happen when you're in the visibility stage of the relationship. 

  • When you’re networking “up” you need to not impose what you want on the other person. 

  • Can it hurt to ask? If you ask too early in a relationship you may never have the opportunity to ask again.

  • How do you manage your CRM?

  • Manage your CRM using the “VCP” funnel/pipeline because you should have a different communication strategy for each part of the funnel 

  • "You can network anywhere, anytime, even at a funeral."

    • BUT - you have to honor the occasion. 

  • Networking secrets for introverts

  • How do you scale a business from your garage to a global enterprise?

    • You must have systems.

    • You have to know your numbers.

      • You have to get granular with your numbers.

  • Do you want to be successful in business? Do six things 1000 times. DON’T do 1000 things six times.

    • What activities should you pick?

    • Let MENTORS (or virtual mentors) guide you.

    • What are your key success factors? The handful of things in your business, that you can measure, that massively contribute to your success. 

    • Be a dog with a bone. 

  • Work in your flame, not in your wax.

    • People are on fire, they are excited, they are passionate, they are engaged. When they are working in their wax they hate what they are doing. 

    • As soon as possible hire people whose flame is your wax. 

  • Learn how to delegate effectively. 

  • You have to learn how to reinvent yourself. Hire people to do the things that you’re getting tired of. 

  • Hire slow, fire fast. 

    • "I’ve lost more sleep over the people that I’ve kept, than the people that I’ve fired"

  • Culture eats strategy for breakfast. To create a great culture you MUST know your businesses and your personal core values. 

  • The processes in your business become your “traditions” and they can become your core values. Think about the process and the stories that you tell. 

  • Homework: Get to know your values. 

  • Homework: Start building your relationships. 

  • It’s not WHO you know, it’s HOW WELL you know each other. 

    • If I called that person, would they take my call, and would they do me a favor?

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Dr. Misner’s Website and Wiki Page

  • Dr. Misner’s LinkedIn, Twitter, and Facebook

  • BNI Website and Podcast

Media

  • Author Directory on Entrepreneur and Muck Rack

  • “OMG, I’m an Introvert!?“ by Dr. Ivan Misner

  • Forbes - “Pick Your Network Like Your Life Depends On It -- This New Book Says It Does” by Caroline Ceniza-Levine

  • Exchange 4 Media - “Networking is a 24x7x30 exercise around the globe: Dr Ivan Misner” by Priyaankaa Mathur

  • Brand Quarterly - “Premature Solicitation – Don’t Get Caught Out” by Dr. Ivan Misner

  • Fast Company - “Getting Across The Great Gender Divide In Business Networking” by Dr. Misner (2012)

  • [Podcast] David Bryson “Why Can’t You?” - Dr. Ivan Misner

  • [Podcast] Social Capital - 130: Do 6 things, 1,000 times - with Dr. Ivan Misner

  • [Podcast] Dose of Leadership - 232 – Dr. Ivan Misner: Founder & Chief Visionary Officer of BNI

  • [Podcast] How to Be Awesome at Your Job - 184: Building Your Network Before You Need It with Dr. Ivan Misner

  • [Podcast] The Danlok Show - Dr. Ivan Misner

Videos

  • Ivan’s YouTube Channel

    • Jordan Adler shares “Why BNI”

    • Richard Branson Talks to Ivan Misner about the 'Plan B' Concept

  • BNI international - Top 10 Traits Of A Master Networker - Ivan Misner And BNI

  • BNI Global Headquarters Official Channel - Ivan Misner Reflects on 30 Years of BNI®

  • Thomas Höller - Dr Ivan Misner Who's In Your Room

  • Jaime Masters - “HOW TO GET REFERRALS FAST, FREE” - Master Networking with Millionaire “Ivan Misner”

  • Eric Worre - Network Marketing Pro - BNI Founder Ivan Misner On The Power Of Network Marketing - NMPRO #1,123

  • Javier Rivero-Diaz - Amazing Keys for Success - How to Network Effectively with Ivan Misner, Founder of BNI - Best tips!

Books

  • Who's in Your Room: The Secret to Creating Your Best Life by Ivan Misner Ph.D., Stewart Emery L.H.D., and Rick Sapio  

  • Networking Like a Pro: Turning Contacts into Connections Paperback – November 14, 2017 by Ivan Misner and Brian Hilliard

  • The 29% Solution: 52 Weekly Networking Success Strategies by Ivan Misner and Michelle R. Donovan 

  • Healing Begins in the Kitchen: Get Well and Stay There with the Misner Plan by Ivan Misner PhD, Beth Misner, Eddie Esposito, and Miguel Espinoza MD 

  • Avoiding the Networking Disconnect: The Three R's to Reconnect by Ivan Misner, Ph.D. and Brennan Scanlon 

  • ROOM FULL OF REFERRALS® …”and how to network for them!” by Dr Tony Alessandra, Dr Ivan Misner, and Dawn Lyons

  • Business Networking and Sex: Not What You Think by Ivan Misner, Hazel M. Walker, and Frank J. De Raffelle Jr 

  • Masters of Sales: Secrets From Top Sales Professionals That Will Transform You Into a World Class Salesperson by Ivan Misner

  • Masters of Success: Proven Techniques for Achieving Success in Business and Life by Ivan R. Misner and Don Morgan

  • The World's Best Known Marketing Secret: Building Your Business with Word-of-Mouth Marketing by Ivan R. Misner and Virginia Devine

  • Business by Referral : A Sure-Fire Way to Generate New Business by Ivan Misner and Robert Davis

  • Masters of Networking: Building Relationships for Your Pocketbook and Soul by Ivan R. Misner and Don Morgan

  • Truth or Delusion?: Busting Networking's Biggest Myths by Ivan R. Misner

  • It's in the Cards! by Ivan Misner, Candace Bailly, and  Dan Georgevich

Misc

  • Dr. Misner’s talks w/ Richard Branson

    • Richard Branson Shares his Circles of Support Concept

    • The Power of Undivided Attention

    • A Burning Question for Richard Branson

    • Richard Branson’s ‘Plan B’ Initiative for a Better World–How You Can Make a Difference

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Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

In this episode, we uncover the truth about networking, why most people do it wrong, how you can do it right and the key ingredient that’s been missing in your networking efforts with our guest, Dr. Ivan Misner.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we shared the universal secret to growing any business, how to build a unicorn startup and what the real definition of an entrepreneur is, as well as much more with our previous guest, the Square Co-Founder, Jim McKelvey.

Now for our interview with Ivan.

[0:01:37.9] MB: Named Humanitarian of the Year by the Red Cross, Dr. Ivan Misner is a people scientist. He's the author and co-author of several business networking books and has been called the top networking expert by Forbes and the Father of Modern Networking by CNN. Ivan is the founder of the world's largest networking organization BNI. He's also most recently the co-author of Who's in Your Room: The Secret to Creating Your Best Life. I hope you're staying healthy out there. Ivan, welcome to the Science of Success.

[0:02:08.8] IM: Thank you. It's a real pleasure to be on.

[0:02:11.2] MB: Well, we're so excited to have you on the show today. You have an incredible background and have been tremendously successful. I can't wait to learn about networking and hear some about your success story and what you've been working on lately.

[0:02:23.8] IM: Thanks, Matt.

[0:02:25.2] MB: Well, let's start with something simple and it's a question you've probably been asked and answered a million times, but what is networking and what do so many people misunderstand, or get wrong about networking?

[0:02:38.1] IM: Well, to me networking in its simplest form is about developing relationships. I think that a lot of people get networking wrong. They view networking as a face-to-face, cold-calling opportunity. “Hi, Matt. My name is Ivan. Let's do business.” They jump right into sales mode. Years ago, I did this big presentation. There are 900 people in the audience. I don't know what possessed me, but I asked – it was an all-day affair, a lot of networking. I was the keynote.

I asked everyone. I said, “How many of you are here today hoping to maybe just possibly sell something?” Matt, 900 people raised their hands. They all raised their hands. I thought that was good. I said, “Great. Second question, how many of you are here today hoping to maybe just possibly buy something?”

[0:03:21.6] MB: Nobody?

[0:03:22.3] IM: Nobody raised their hand. Not one single person. This is what I call the networking disconnect. People show up wanting to sell, nobody's there to buy. Then they go, networking doesn't work. Well, networking works fine. You're doing it wrong. If you're there to sell, you're doing it wrong. Why go? I believe you go to networking events, to work your way through what I call the VCP process; visibility, credibility, profitability.

Visibility is where people know who you are and they know what you do. When you get to that point, you move to credibility where people know who you are, what you do, they know you're good at it. Then and only then can you get to profitability, where people know who you are, what you do, they know you're good at it and they're willing to refer other people to you. That process takes time.

Networking is more about farming than it is about hunting. It's about cultivating relationships. That's I think how people get it wrong is they go right into sales mode, rather than relationship building mode.

[0:04:16.1] MB: Yeah. So much wisdom and there's a couple things I want to break down and explore from that. I've always thought the VCP process is so simple and yet, really powerfully describes what so many people miss about networking.

[0:04:29.8] IM: Yeah, no doubt about it. What's interesting is that once I explain the VCP process to people they go, “Okay, I get it. I understand that.” It goes all the way down to the way you communicate with people. Let's take the two ends of the extreme, the visibility versus profitability. When you send an e-mail message to somebody that you're a profitability with, if you knew me really well and we had a good relationship, I could send an e-mail to you and say, “Hey, Matt. Would you put this out to your social media that I'm doing an event on such-and-such a date?” You’d go, “Yeah, I'd be happy to do it.”

If I sent that to you and we weren't even at visibility and I say, “Hey, would you promote this?” People are like, “That’s spam. No. I'm not going to do that.” You communicate differently with the people that you're at depending on where you're at. There's actually a fourth phase that I haven't mentioned yet. It comes before visibility and that's invisibility, where they really don't even know you and they're asking for something.

When that happens, by the way in one of my books, I wrote a book on the difference between men and women and how they network, we call that premature solicitation, which you don't want to say fast three times, it'll get you in trouble.

[0:05:36.4] MB: I'm curious. Tell me a little bit more about this idea of premature solicitation and even this this concept of, let's say, this is a good example. I went to an event a couple days ago and when you go to any event that has a networking component, an industry conference, etc., how do you think about approaching that from the perspective of if you have zero visibility, etc., how do you start from the ground up and start to cultivate some of those relationships?

[0:06:03.8] IM: It's all about follow-up. A couple of my books, Networking Like Pro is one of them. I talk about the 24/7/30 follow-up process or system. 24/7/30. Within 24 hours, you should reach out to them and say, “Hey, it was really nice meeting you at the Chamber function, or at the BNI event. Really nice meeting you recently and I hope our paths cross again.” You could do an e-mail if you want, but a handwritten note, or I love send out cards. I'm a user. I don't sell it, but I love it. It's a great way online for you to send a printed card through the mail.

You reach out to them within 24 hours and say, “Hey, it was great meeting you. I hope our paths cross again.” Whatever you do, don't sell to them. It's like sales Tourette's. People just – and they blurt it out and they sell. Don't do that. It's 24/7/30. Within seven days, connect with them on social media. What's really important to understand is you got to go where they like to play, not where you like to play. I learned this from my kids, because my eldest, she's 33 now, but when she was 17 or 18, if I called her on my phone, she wouldn't answer. If I texted her, boom, she'd respond right then.

Then my second daughter when she was a teenager, early 20s, and this is maybe she's 28 now, so it was maybe when she was 18, 19, I would call her, nothing, text her, nothing. I went to my wife and I said, “Well, what do I do? She's not responding.” She said, “Oh, we got to WhatsApp her.” Now this is eight years ago and I'm like, “What's WhatsApp? I don't even know what that is.” My wife had to show me WhatsApp.” Call her, nothing, text her, nothing, but if I WhatsApp her, she responded immediately.

Then came my son; call him, nothing, text him, nothing. He didn't like WhatsApp. He was a gamer. I figured this one out on my own. I knew he used an online platform called Steam. I downloaded Steam and I bought a game. I was in my 50s. I bought a game, because they had an instant messaging feature. I knew if I instant messaged him, boom, he'd respond immediately and he did.

You want to go where they are. I learned a little bit of networking from my kids, because if I wanted to communicate with my children, I needed to go where they were. Not where I want. Me, I'm old-school. Pick up the phone and call you, but that's not what they wanted. Same thing here, go where they are. When you're having a conversation with them, ask them, “Where do you hang out on social media? LinkedIn, Facebook, Twitter? Which one do you like?” Then find that out and then go connect with them and make touch points and don't sell to them. “Hey, this is Ivan. We met at the BNI event and I love some of the stuff you're posting.” Or comment on posts.

Then within 30 days, 24/7/30, within 30 days, reach out to them and say, “I'd love to get together with you face-to-face.” If you can't do a face-to-face because they're too far away, Skype. Buy a cup of coffee if it's face-to-face. “I'd love to learn more about what you do.” Get together and spend an hour talking about what they do, a little bit about what you do and even then, don't sell to them. It's about building the relationship. At 30 days, you're just at visibility. You're not even at credibility.

[0:09:15.7] MB: That's a great framework in the analogy, or the example of the different social media platform is so true. I have nieces and nephews that are teenagers and I have to Snapchat them and all kinds of different things. You got to find the right way to get in and then they immediately start interacting with you. It's a perfect analogy.

The point, I love the example of calling it sales Tourette's, right? The point not selling, just being really genuine, trying to build a rapport, trying to build a relationship is really, really smart and makes total sense.

I want to come back to this other concept. I think you've touched on this, but it's almost a different perspective too, or a different piece of the same answer. You mentioned this idea of focusing on farming, instead of hunting. Focus on cultivation, instead of going out and constantly generating new context. Tell me more about that distinction and how we can do it well and how we can maybe do it poorly.

[0:10:09.4] IM: The whole process of coming across like you're hunting is when you go to networking events and you're trying to sell. Instead of that, what you should be doing is trying to build relationships. Let's go back to the VCP process. If it's someone you're meeting for the first time, it's really all about just getting to know them well enough where you can go through the 24/7/30.

Let's say you're at visibility. Maybe you've already had a one-to-one with them. You them at another event, that's a chance to touch bases with them. “Hey, it was great talking to you a couple of months ago when we met.” You just keep that connection alive. If you're at credibility, that's where you want to start going deeper with the person and say, “Look. Tell me more about the projects you got going on. How can I help you with that project? What can I do for you?” If you’re at credibility, that's the question you should be asking them.

Now if you're at profitability, it's a whole different ball game. “Hey, that referral you gave me last month turned into a sale. I really appreciate it. I've got somebody for you. Let's connect tomorrow, because I want to refer them to you.” Different kinds of conversations based on the different people that you meet, most of them will probably be at pre-visibility or visibility when you go to some networking events. Some won't. I mean, in BNI you're meeting a lot of the people over and over again, so it's really working the credibility and profitability level. It depends on who you're talking to. Does that make sense?

[0:11:30.9] MB: Yeah, that totally makes sense. I want to talk a little bit in a second about some of the strategies for cultivating, maintaining and organizing your network. Before we even get into that, maybe in the specific context of a networking event, or more broadly thinking about managing our networks, how do you think about the relationship between breadth and depth, if that makes sense? In terms of having a ton of really shallow relationships, versus a few deep relationships and where do you try to strike that balance?

[0:12:01.0] IM: Sure. If your network is a mile-wide and an inch deep, it will never be very powerful. You need a network that is both wide and in places deep with people that you've made a connection with that you really like. You need to go deep with those people. I live in Austin, Texas now, but I really grew up in Southern California. In Southern California, every year they have the Santa Ana Winds, which are these really big winds that hit Southern California.

It was always amazing, because during that season which was usually September-October, news at 6, you would see all of these huge eucalyptus trees that had blown over in Southern California every year. What's interesting, the eucalyptus trees come from Australia, so they weren't – they're not native to southern California. The problem with them is they have these root system that's really wide. When it gets hit by wind, the trees knock over.

I would equate that to a recession. If your network is really wide and not deep, when you get hit with financial difficulties, your business is going to fall over. If you have a network that has a lot of contacts, but has some really deep contacts, you can weather difficult times, because friends don't like to fire friends. They'll fire a vendor, but they don't like to fire a friend. They don't like to stop doing business with a friend. You have those relationships with people and you can weather difficult times.

Just one last thing I'll tell you on this. I had a huge debate with a gentleman who I highly respect. He's a great guy. He argued with me, it's all about the number of people. It's not about how deep you go, or the quality of – It’s numbers. It's a numbers game. I argued with him, now it's more of a people puzzle than a numbers game. Yeah, you have to have a certain number of people, but it's about building those relationships.

Boy, it's the biggest argument he and I ever had. He had a network-like business. That network-like business is out of business now. I think the reason for it was he was so focused on numbers, he forgot about going deep with people. Very few people did he go deep with. I think that's a huge mistake.

[0:14:16.7] MB: How do you think about which contacts, or which people in your network are the ones that you should go deep with, versus the ones that you shouldn't?

[0:14:25.3] IM: I think and I talk about this in my most recent book, it's really important that you go – that you get good with your values. If you don't know your personal values, you don't know the answer to that question and you don't know the answer to a lot of other questions. When I talk to people about their values, it's like looking at somebody, a deer in the headlights.

Sometimes I'll really catch people off-guard. I’ll say, “Give me your top seven personal values.” Their eyes get wide and is like, “What?” “Give me your top seven personal values.” “Uh, really?” “Yeah.” They'll think for a moment and they’d go, “Honesty.” “Okay, great. Give me six more.” They're stumped. They have no idea. Well, if you don't know your values, you don't know what kind of life you want to create, you don't know what business you want to create.

When you know your values, you look for people who have values that resonate with yours. They don't have to be the same, but they have to be congruent. They can't be incongruent with yours. I talk about this in Who's in Your Room. There's a great example. I'm not a musician, but I've seen this done. If you have two pianos and put them side-by-side and you have a person at piano one and you have them hit the middle C key, and person at piano two press the sustain pedal, the second piano’s strings will vibrate, even though you didn't hit the key. You hit it on piano one. The second one will vibrate. That's resonance.

People are much the same, I would argue, that if you find people whose values resonate with your values, then you can really connect with them on a very personal and professional level and develop a great business relationship. When you have people that have values that are dissonant with yours, it's just not going to work.

[0:16:09.8] MB: Yeah. That's a great piece of advice. The importance of being aware, self-aware of what your own values are, what's important to you, where you're trying to go and making sure that the people you surround yourself with are aligned with those values makes total sense.

[0:16:23.6] IM: Yeah. They don't have to be the same values. They just have to be resonant. They can't be completely opposite or different than yours. A lot of people have a hard time with the values. There's a lot of instruments online where you can start to think about your values. Here's a great place to start. Begin with your deal-breakers. Now when I ask somebody what their deal-breakers are, boom, they've got it. They can tell me in an instant. What is a behavior that you just absolutely do not like in another business person, or in a friend? What's a behavior that is a deal breaker? You don't want that relationship. Start with your deal-breakers and that helps you then start thinking about your values. It's a great technique.

[0:17:00.1] MB: Yeah. That's a really good way to start and it makes it much less intimidating to go down that journey. I want to come back to something you said a minute ago, because I want to follow up on it because it's so important, which to me one of the biggest distinctions that I've seen between, especially in sales-oriented roles, but people who are successful and people who aren't is following up and the power of follow-up. Tell me a little bit more about how important follow-up is in terms of building effective relationships.

[0:17:30.0] IM: Well, I think follow-up is the secret sauce to networking. You've got to effectively follow-up. I gave you the 24/7/30 follow-up system and I think that's a great way to do it. Beyond that, I think it's important to have touch points, where you're constantly in one way or another connecting with people that are in your personal network; people that you're a profitability with, you ought to be having personal phone calls with, or meeting them face-to-face. That's a relationship that you need to really cultivate.

People that your credibility with, you don't necessarily need to meet as much, but you should stay in touch with them. People that you're a visibility with, you want to see if there's a – their values resonate with mine. Does their business resonate with mine and they may move to that second and third level. It's all about touch points. Staying connected. Social media has helped with that. It's a lot easier to stay connected with people through social media than it was when I started my business.

If I wanted to talk to somebody, it was telephone or I had to type up a letter. Now through social media, it's a lot easier. That's a great tool for today's business professional to continue those touch points and follow up.

[0:18:38.7] MB: When you're in the early stages of building a relationship and I think you gave some really good guidelines with the 24/7/30, but even beyond that, or once that's established, how do you start to think about what those touch points should be and finding meaningful ways to connect with somebody, or to ping them?

[0:18:56.1] IM: The best way to really build and go deep on a relationship is to find ways to help other people. In BNI, our principal core value is givers gain. If you want to get business, you have to be willing to give business to people. I suggest to people that if you really want to – if there was any force multiplier in building a relationship, it is your skill at asking, “How can I help you? What can I do for you?” Being prepared to do your best to help them in some way. It may be – I don't mean sell them your product or service. I mean, really genuinely help them in some way.

It may be referring them to someone else that can helped them with a particular problem they have. It may be if they've got an interview that they just did and they want that put out on social media, you put that out on your social media for them. For me, oftentimes I get people who say “Would you do an endorsement on my book?” “Absolutely. Send me the book. Let me look it over, but assuming that it's all in alignment with my values, I'd be happy to do an endorsement.” That takes a lot of time.

I probably get – I bet you I get 50 endorsement requests a year. That takes a lot of time, but I'm happy to do it because that's a relationship builder. It really depends on who you are, what you do, what your expertise is, but find ways to help other people, then they really appreciate it and that's – they're going to reciprocate.

[0:20:24.4] MB: I wholeheartedly believe and agree with that advice and it's something that I've taken in and very deeply internalized in the way that I interact with people. Do you think that there's – I feel that advice almost has gotten too popular in the sense that it's lost some of its meaning and people ask it in a perfunctory way without really meaning it. It’s like, “Oh, what can I do to help you?” It almost feels like a forced ask sometimes.

[0:20:49.9] IM: I couldn't agree more. It shouldn't happen when you're working on visibility.

[0:20:54.6] MB: Yeah, that's a great distinction.

[0:20:56.4] IM: Yeah. I mean, it's meaningless. I mean, if you don't know me and I ask you for help, it's like, you don't even know who I am, you don't know if I'm good at what I do. I could be a scam artist. You don't know. I never ask that question. I rarely ask that question when I’m pre-visibility or visibility with somebody. It's only when I'm at credibility with somebody.

By the way, it doesn't matter where I think I am in the relationship. What matters is what does the other person think that I'm at in the relationship. We both have to feel like we're at credibility. You know when that's happening, when you're having deep discussions about what you do and you're starting to talk about how you might be able to help each other in terms of referrals or whatever. It's at that point that I'm at credibility that you got to ask the question, “So how can I help you?”

One of the ways I do it is by saying, “Hey, tell me some of the challenges that you've got.” I usually ask that with somebody I know. What are some of the challenges you’re going through now in the business? They'll tell me and I'll say, “How can I help you with that? Or, I know somebody that might be able to help you with that.” Either of those two are a great way to help somebody and do nothing, but move the relationship forward.

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[0:24:03.8] MB: You've brought something up twice that to me is one of the cornerstones and most important learnings about building relationships that so many people never understand, which is this idea of meeting people where they are and framing things in terms of the other person, as opposed to imposing on them what you wish that they would be, or what you want them to be, or where you want to go, right? From the example of social media, from the example you just gave. It's such an important meta lesson about building relationships and I just wanted to underscore that, because I think it's critical.

[0:24:36.5] IM: I couldn't agree more. I think that's really extremely important when you feel you are networking up. Anyone who's listening to this, if you feel you're in a position to network up, to network with somebody above your weight class in terms of success, it is so important to not impose what you want on them, to not ask for business. I have so many people who say to me, “Well, come on. It never hurts to ask.” Wrong. Totally wrong. Completely wrong. If you ask too early in a relationship, you'll never have an opportunity to ask again, especially if you're networking up.

If you're networking up with somebody who's really, really successful and the first thing you do is ask them to buy your product or service, you have just joined 90% of the rest of the people who meet that person for the first time, because everyone's trying to sell to a successful person and it gets old.

If you want to make a connection with that person, the best way to do it is to find a way that you can help that person. I mean, I've been to Necker Island a couple of times, about three times. That's Branson's private island.

I was just there two weeks ago. He has a new book called Finding Your Virginity. Look, I could have gone to him and say, “Hey, Richard. Would you mind doing a video with me about whatever.” He'd have probably said yes, but it was way more effective I think to say, “Richard, tell me about your new book. Tell me something. In run a network.” He remembered what I did. “Tell me about something that I might be able to teach my members.” He talked about his concept of circles, circles, which is the first circle is you. Get your life together. If you don't have your life together, you can't go to the next circle. The next circle is your family, the next circle might be your neighborhood and then it might be the state and the country and the world and you go through these circles. He has that in the book.

I said, “I love that. How can I help you promote that concept?” He said, “I don't know. What do you have in mind?” I said, “Would you like to do –” We did a video last time I was here. “Would it be a benefit for you to do another video about that concept in your book?” He said, “Yeah, I'd love to do it.” He did love to do it. I mean, he really was into it, which is great, but it was all about me finding a way to help him.

I didn't even use the words, “How can I help you?” I did say, “How can I get that out for you?” Which is a variation of it. If you can find a way that really resonates with that person to help them in some way, guess what? It helped me too. I had a video with Branson, which is on my blog by the way, in February 17th. You can see it on my blog.

[0:27:18.9] MB: Yeah, that's awesome. Was that the same as the Plan B video, or are those different?

[0:27:23.7] IM: That was different. I'm impressed you know the Plan B video.

[0:27:25.7] MB: We came across that in our research. Yeah.

[0:27:29.0] IM: This is a follow-up and we start by – in the new video, we start by me talking about Plan B and saying – last time I saw Richard, we talked about Plan B and Plan B is that business can be noble. B stands for business. Business can be noble, business can make a difference. I told him, “Based on my conversation with you five years ago, we created a movement in BNI called business voices for the foundation.” It was where BNI members can volunteer their time for schools to help them achieve things that the school wants and to support schools. I said, “That came out of that video, and so I wanted to thank you for that.” Today we're going to talk about circles and I led into the circles conversation. Yeah, it's a new video.

[0:28:13.3] MB: That's awesome. Well, I'll have to check that one out.

[0:28:16.1] IM: Yeah. I'm pretty sure it's February 17th on my blog. I'm sure you're going to put the blog in the show notes.

[0:28:22.1] MB: We will find that video and include it in the show notes.

[0:28:25.0] IM: Yeah. I'm looking at – It's actually February 13th.

[0:28:27.6] MB: Got it. Coming back to networking, I have one or two other questions about that. Obviously, you're one of the world's foremost experts in it, so I think it's worth picking your brain a little bit more. How do you think about and this is another topic that I've heard a lot of different answers, I've seen a lot of different strategies, how do you think about organizing, structuring, managing your network through whether it's CRMs, contact lists, etc. What are some of the best practices you found for really optimizing that?

[0:28:59.0] IM: I mean, I think any Salesforce or any CRM system that you want to use is fine. The one thing, I would do a twist on it. I would create a category in your contact management system for VCP, actually even pre-VCP, pre-visibility. I'd have four categories. I'm at pre-visibility, I'm at visibility, I'm at credibility, or I'm at profitability. Why? You do that, because what we talked about earlier the way you communicate, don't communicate with people that you're in visibility with like you're at profitability. “Hey, would you promote this for me?” Don't do that.

If you have a large list, it's important to differentiate between the people you have a deep relationship with and the people that you don't. Whatever system you use, you need to have the ability to put in there where you're at in the VCP process and that changes over time, so you need to be able to edit it as time goes on.

[0:29:53.4] MB: Yeah. That's a great way to break up the funnel and think about. Because you're right, there's such a different communication strategy and you already shared some really good examples around that for each different piece of the VCP funnel.

Another quick question about networking that I found interesting and this is something I think I saw you say on YouTube, or maybe it was an interview a couple years ago around how you should always be networking, whether it's in-line at the grocery store, whether you’re picking your kids up from school, whatever it is. Tell me more about that philosophy, because that's one that I've always been a little bit hesitant about, or unsure of.

[0:30:29.8] IM: You'll get real uncomfortable with my answer for at least a moment or two. I originally had this in a book I wrote years ago called Truth or Delusion, where we walked through what I felt were the truths and the delusions of networking. One of the questions – we posed it as question and then we'd give the answer. Here is the question. You can network anywhere, anytime, anyplace, even at a funeral. The answer was truth, but there's a caveat that's critical. That caveat is you must always honor the occasion.

To show up at a funeral and start passing out your business cards is a really bad idea. That's not honoring the occasion. If networking is and this is where we started the conversation, if networking is about building relationships, then where exactly is it wrong to network? If networking is about finding ways to help people, where is it wrong to network? As long as it's genuinely helping people.

I'll give you an example. I was at a church function years ago. It was somebody who I'd met a few times, didn't know him real well, but I knew him well enough to ask him. I asked him a lot about his business, went a little deeper. It was one of those potluck things, sunny afternoon. I had an opportunity to go a little deeper with him. I said, “So what are some of the challenges?” Which I told you is a question I like to use. “What are some of the challenges you have in your business?” He gave me the most unusual answer that allowed me to help him. He said, “You know, I have a really weird challenge.”

He said, “I have a very successful business. My biggest challenge is that some years, I make a ton of money and some years I make good money. Those years I make tons of money, I want to give it to charity, but I don't want to give it all away at once. I'd like to create a foundation, but I'm not quite big enough to have my own foundation.” That's a strange problem and I'm not found a solution for it. I said, “Wow. Have you ever heard of community foundations?” He said, “No. What are those?”

A community foundation is a really big foundation where you can have directed funds, donor-advised directed funds. For I think back then, it was for $10,000 you can open up, and this was in the California Community Foundation, you could open up a donor-advised directed fund that's part of a 501c3 charity and you could give that money away to any other 501c3 charity through the California Community Foundation and you don't have to run it.

He's like, “Oh, my goodness. I've been looking for something like this for years. Would you mind introducing me to the vice, or to somebody in development at the community foundation?” I'm like, “It would be my pleasure.” He handed me his card. “Here's my card. Call me up this week, because I really want to set up a fund.” I did and I put him in touch with somebody and he opened up a fund. Now if I wanted to meet with him, to talk more about my business, do you think he would have taken my call a couple weeks later?

[0:33:32.0] MB: Absolutely.

[0:33:33.1] IM: Yeah, he would have. I mean, I didn't need to. I was able to help him, that was good enough, but he would have definitely taken my call. Instead, what people do is they launch into sales mode, instead of helping mode. It doesn't have to be, “How can I help you?” It can be, “Just tell me about some of the stuff that you got going on.” I'm always amazed at what I discover by asking those kinds of questions.

[0:33:54.4] MB: Do you think it's worth it to –

[0:33:57.8] IM: Can I ask you that you believe now that you can network anywhere, anytime, anyplace?

[0:34:01.2] MB: Even at a funeral.

[0:34:02.8] IM: Even at a funeral, as long as your honor the event.

[0:34:05.5] MB: I like that. I like that.

[0:34:07.1] IM: All right. I cut you off. Sorry.

[0:34:08.2] MB: No, you're good. I was just going to ask, in some ways, you answered this in a meta level, but less from the question of are you able to network in the situation and more do you think it's worthwhile to network in the situation? Let's say you're waiting in line at the grocery, would you turn and talk to the person behind you and start to strike up some relationship? Or do you think that if you end up doing that, you clutter your life with too many miscellaneous or random connections that end up not being meaningful?

[0:34:35.9] IM: My answer may surprise you. I run the world's largest face-to-face networking organization, but I'm actually a little bit of an introvert. To just talk to a stranger is maybe a little bit of a stretch for me. I know that sounds crazy, but I did another blog on my blog called OMG. I'm an Introvert. That's when I discovered. I took a test and my wife was saying, “No, you're not an extrovert. You're an introvert.” I think, “You're crazy.”

I took this test and show that I'm a situational extrovert. That when I'm talking about a subject that I really feel good about, I come across as an extrovert, otherwise, I'm an introvert. Go apologize to your wife. I probably wouldn't. My wife on the other hand is a total extrovert and she strikes up conversations with people everywhere. We're in an elevator and she's talking. We're in a grocery store and she's talking to people. There's nothing wrong with it. You just got to feel comfortable with it. If you don't feel comfortable with it, do it in places where you feel comfortable.

[0:35:28.5] MB: I think that's great. That puts it in context and makes total sense. I'm definitely surprised. I would have totally pegged you as an extrovert.

[0:35:35.7] IM: Yeah, I'm a situational extrovert. Check out that blog, OMG. I'm an Introvert.

[0:35:41.0] MB: All right. We'll put that one in the show notes as well.

[0:35:44.0] IM: Yeah. You know why it's valuable? Because there's a lot of people who are introverts who say, “Well, I'm not good at networking. I'm an introvert.” I would argue that both introverts and extroverts have strengths and weaknesses at networking. Extroverts can talk to anybody, but they can't shut up. They just go on and on. What's their favorite topic, you think?

[0:36:05.1] MB: Themselves.

[0:36:06.3] IM: Themselves. Yeah, it’s absolutely right. Extroverts are really good at meeting people and talking, but they're not good at listening. Introverts are better at listening. I've said for years, a good networker has two ears and one mouth and should use them both proportionately. They should be like an interviewer. You're asking me questions and you're allowing me time to extrapolate, to explain, to tell stories. That's a great networker.

A great networker is a great interviewer and introverts are better at that than extroverts. Extroverts have to learn how to listen and ask questions. Introverts have to learn how to introduce themselves at events and not be a wallflower.

[0:36:48.4] MB: Yeah, that's a great insight. I consider myself an introvert, that's why I like to do the podcast, because I get to ask a question and then learn as much as possible from the wise folks like yourself.

[0:36:58.5] IM: Oh, thank you.

[0:37:02.6] MB: Do you remember when you started your small business? It was no small feat. It took a lot of late nights, early mornings and the occasional all-nighter. The bottom line is that you've been insanely busy ever since. Why not make things a little easier? Well, our friends at FreshBooks have the solution.

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[0:38:31.4] MB: I want to change gears and talk about something that we talked about a little bit in the pre-show and you showed me a really fascinating graph that's basically BNI’s growth since 1985. It looks basically like a hockey stick. We'll throw it on the show notes page as well for listeners to actually see it. You were talking about this concept that you're working on about as you called it garage to global, which I think is fascinating and what enables businesses to scale from the early stages, all the way up to the world stage. Tell me more about that concept and what prompted you to start writing about it and what you think about it.

[0:39:07.0] IM: Well, I'm going to be writing it with my CEO of BNI. I'm going to be doing the how do you take it from garage to the early parts of going global and he's going to pick it up from the global organization that you really want to continue to scale. There are a lot of things that I think are critical in those early days. For any one new, one of them is you got to have systems. You have to have systems in place and put in processes in place and you've got to write everything down.

I mean, there's just so many things in those early days. You got to know your numbers. I mean, really know your numbers. If you don't know your numbers, you could be selling products and losing money. I get a daily report as of today, BNI had 9,503 chapters in over 70 countries. We 272,140 members. You've got to get granular with your numbers.

Now maybe you can't get a daily report if you're a small business, but you got to know your weekly numbers; certainly, certainly monthly numbers. If you want to be successful in business and this is one of the most important lessons I learned. You want to be successful, do six things a thousand times, not a thousand things six times.

So many people I meet, they do a thousand things six times. They're constantly chasing bright shiny objects. “Oh, look. Let's try this. Oh, look. Let's try that.” By the way, it doesn't have to be six. It could be five, it could be seven, but you do a handful of things and you do it a thousand times. Now what things do you pick? I'll tell you how to pick them. Find mentors. Mentors might be people that do you know, that you have a relationship with. They might be virtual mentors. Podcasts like yours are a perfect place to find virtual mentors.

When somebody hears one of your podcasts and someone is saying something that really resonates with the listener, that listener should go look that individual up. They should use that person as a mentor, a virtual mentor. Hey, who knows? Maybe you'll meet them and become – and they'll become a face-to-face mentor. I've got at least two there were virtual mentors for me, because I read their books and years later met them and they became friends and personal mentors. Do six things a thousand times, not a thousand things six times.

Here's another one, work in your flame, not in your wax. Work in your flame, not in your wax. I wasn't taught this in college, but it's so critical. When people are working in their flame, they're on fire. They're excited. They love what they do, what they're doing. They're passionate about it. You can hear it in their voice. You can see it in the way they behave. When they're working in their wax, they just hate what they're doing. You can hear it in their voice and you can see it in the way they behave. It's why one of the first things that if you start a business, one of the first things you should do is figure out, “What’s your wax?”

Then as soon as possible, hire people who their flame is your wax. One of the first people I hired for my company, for BNI, was a bookkeeper. I can do books. I know how to do books. I hate doing books. It's my wax. I remember I hired her and it was totally her flame, totally her flame. She absolutely loved bookkeeping, Matt, which is mind-boggling to me, but she loved it. One day she came up to me and she said, “Oh, gosh. I spent two hours. The books weren't balanced by 5 cents. I spent two hours and I found the 5 cents.” I said, “Hey, well done. Congratulations.”

Now I told a friend that and he said, “Did you reprimand her?” I said, “Why?” He said, “Well, two hours. You paid her two hours to find 5 cents?” I said, “Not only did I not reprimanded her, I complimented her.” He said, “Why would you do that?” I said, “Because what if it were 50 bucks? If it were 50 dollars, I'd go, close enough. It's a rounding error. That's all right. She would have stayed there till she found it. What if it were $500? Man, she wouldn't gone home until she found it.” That's her flame. Find people where your wax is their flame, bring them onboard. Those are a couple of the concepts that I talk about in garage to global.

[0:43:10.5] MB: I think all of those are great. The one that I've seen so many times and personally definitely resonates with me is this idea of doing six things a thousand times, versus doing a thousand things six times. It's so easy to get distracted by shiny objects. How did you force yourself to focus and make the tough choices and trade-offs and really get into the handful of things that were the most important?

[0:43:38.6] IM: I think you start by really taking a look at what are your key success factors, just a handful of things that you can measure in your business that you know are indicators of success. Then everything you do should be to work towards those key success factors in your business. That becomes certainly many, if not all of those six things. Then you've got to be a dog with a bone.

You just got to be really persistent with it. If I have any superpower as a business person, it's that I am a dog with a bone. I can work it and work it and work it and work it and find the solutions that I need. It's really important to I think find those key success factors and work those extensively if you want to be successful.

Over time, it's okay for you to have different roles. I mean, when I was early in BNI, I was much more hands-on on the day-to-day process. As the company grew, I had to step back, learn how to delegate effectively, which is another one of the key elements in garage to global is how do you delegate. I had to learn how to delegate effectively. Then I learned, I had to reinvent myself, because a lot of the stuff I did for years, I got tired of. That's one of the problems for entrepreneurs, they get tired of something. You find somebody to take that on and you reinvent yourself and have a different role than you had in the past. Before, I was the king leading the charge. Today, I'm the Colonel Sanders of BNI. I'm the spokesperson of the organization. I reinvented myself, so that I could stay in my flame.

[0:45:12.7] MB: Yeah, that's great advice. At what point and this is getting at the question of I think how you reinvented yourself, at what point the in organization's trajectory did you feel the need to bring in someone else to be the CEO?

[0:45:29.8] IM: Yeah. I was CEO for a good 20 years. I brought in somebody who really started as the national director for BNI, then I promoted him to the COO, and then I promoted him to the CEO. He was CEO for a number of years. About five years ago, I actually brought in partners. My main partner is the CEO with the company. It was at least 20 years before I started down that road. It doesn't have to be 20 years. You can do it in five or 10. I really was very hands-on for a long time.

One bit of advice that certainly you've heard of before and I'm going to put in the book is you hire slow and fire fast. That was a lesson that took me too long to learn. Hire slow and fire fast. I had lunch with Harvey Mackay a few years back. I don’t know if you know Harvey. He wrote the book Swimming with the Sharks Without Getting Eaten Alive and Dig Your Well Before You're Thirsty. He's a great guy.

He said to me once over lunch. He said, “I've lost more sleep over the people that I've kept than the ones that I fired.” I didn't quite buy it when he said it to me, but the more I thought about it, the more I realized I've lost way more sleep over the people I've kept that I should have let go. Be slow to hire, fast to fire.

[0:46:50.5] MB: Yeah, that's great advice. The piece about losing more sleep over the people that you keep, that makes total sense and that definitely resonates with my experience as well.

[0:46:59.2] IM: Hey, I earned all these gray hair I have. It comes honestly.

[0:47:05.5] MB: Well Ivan, for somebody who's been listening to this conversation and wants to start to put in practice or concretely implement some of the stuff that we've talked about, what would be one action step, or one piece of homework that you would give them to begin putting these ideas into practice?

[0:47:21.5] IM: I think what you want to do is start by really thinking about the culture that you want to create in your organization. I believe culture eats strategy for breakfast. In order to create a great culture, you need to know your core values, both your personal core values and your business core values. What are your core values? If you don't know the core values of the business, if you don't have them, if you don't have your core values written down and teach every new person who's working with you, what will happen is a culture will be created without you. It might not be the culture that you're proud of.

It's very important that from an organizational perspective that you really learn how to build your culture. I write about this and I've never seen anyone do it quite the same way. I think culture is created by taking at look at the processes that work in your business. Those processes become traditions. They're the stories you talk about. “Well, when we started this happened and that happened and we learned this.” Those are your traditions.

Your traditions can become your core values. When you start thinking about core values, think about the processes and stories that you tell. Those are your core values. Your core values create culture. Then teach everyone that culture. That's the answer on garage to global. For networking in general, just remember it's all about building relationships. If you forget everything I've said, it's all about building relationships. You know the old saying, it's not what you know, it's who you know. I don't believe it's either. I don't believe it's what you know or who you know, it's how well you know each other that really makes a difference.

I may have a great contact in my database, but so what? The question is can I call that person? Would they take my call? If I asked them for a favor, would they be willing to do it? It's not just who you know, it's how well you know each other that really makes a difference. In order to do that, you got to go deep and build a relationship.

[0:49:14.4] MB: Great advice. I love that perspective on shifting it from it's not – what it's not who, but it's how, how well do you know them.

[0:49:21.7] IM: How well, yeah. That you both know each other. It’s can you make that – can you reach out and ask for that favor? If you can do that, then you've got a really good connection there. It's not just a contact. It's not just the person in your database. It's a connection. It's a relationship.

[0:49:36.0] MB: Yup. Great perspective. Ivan, where can listeners find you, your writing, your work and your new book online?

[0:49:45.6] IM: Yeah. I wrote a book called Who's in your Room? It's about your life and the life that you create and that really, that the secret to your success is highly dependent on the people in your life. It's a great little book. It's a quick read. You can see it on my blog IvanMisner.com. I've been blogging since 2007, twice a week since 2007, so I've got literally more than a thousand posts and videos up on IvanMisner.com. Of course, anyone that's interested in BNI, the referral organization I started, bni.com. We’ve got chapters all over the world.

[0:50:19.0] MB: Well, Ivan. Thank you so much for coming on the show, for sharing some great stories, some really insightful wisdom and for taking the time to spend it with our audience.

[0:50:29.5] IM: Well, listen Matt. My pleasure. You've probably heard this before. You're one of the most well-prepared hosts that I've done an interview with ever. Well done.

[0:50:39.7] MB: Thank you very much. I really appreciate that.

[0:50:41.7] IM: My pleasure.

[0:50:43.0] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Remember, the greatest compliment you can give us is a referral to a friend either live or online. If you enjoyed this episode, please leave us an awesome review and subscribe on iTunes because that helps boost the algorithm, that helps us move up the iTunes rankings and helps more people discover the Science of Success. 

Don't forget, if you want to get all the incredible information we talk about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top. 

Thanks again, and we'll see you on the next episode of the Science of Success.

March 26, 2020 /Lace Gilger
Influence & Communication, Career Development
Sean O'Meara-Color.png

Sorry Not Sorry - The Truth About Apologies with Sean O’Meara

February 20, 2020 by Lace Gilger in Emotional Intelligence, Influence & Communication

We’re sorry about this episode.. or rather.. this episode is about BEING sorry. When should you say sorry and when should you stand your ground? What makes an apology meaningful? We uncover the truth about apologies with our guest Sean O’Meara. 

Sean O’Meara is the founder and Managing Director of Essential Content, a specialist content, and PR agency. He is also the co-author of The Apology Impulse: How the Business World Ruined Sorry and Why We Can’t Stop Saying It. He has worked with organizations including the BBC, Trello, Co-op Bank, and many more!

  • Why do we live in such a culture of apology?

  • Social media has given consumers access to brands, which has created a lot more accountability for brands. 

  • Most of the time, nothing bad happens if you don’t say sorry. 

  • How to deal with criticism

  • Ask yourself seriously if you’re at fault

  • If you aren’t at fault:

  • Explain the situation

  • Offer sympathy 

  • If you are sorry:

  • Decide how sorry you are. 

  • Decide what you’re going to do about it. 

  • The best apologies have the crucial ingredient of action or change going forward. 

  • An apology without action is useless. 

  • Contrition exists on a scale - you can be varying degrees of sorry. 

  • The more you over apologize, the more you devalue the concept of being sorry. 

  • The word sorry has been cheapened and devalued in today’s world. 

  • You can outsource your apology in Japan. 

  • The “spotlight” effect and how criticism can create a dynamic of feeling like there is much more under the surface. 

  • The Power of NOT saying sorry all the time. 

  • “Nothing attracts a crowd like a crowd”

  • There’s often lots of people sitting silently that think “don’t apologize!”

  • “Alienation marketing”

  • How do we decide when we should say sorry and when we shouldn’t? 

  • Sometimes it’s best to wait before apologizing, instead of jumping the gun

  • How you can mess up your apologies

  • Using the passive voice messes up your apologies. “Mistakes were made” instead of “we made a mistake.”

  • “Schrodinger’s Apology”

  • What can we learn from the Tylenol poisoning crisis?

  • If you focus on actually fixing it, instead of protecting your reputation, your reputation stays protected. 

  • Homework: Have a crisis management plan before you need one. What to do when you fail, and what to do when people think you’ve failed but you haven’t.

  • What are you accountable for? 

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Starting your own business is an incredible feat. 
It's a labor of love which makes getting through the late nights, early mornings, and occasional all-nighter so worth it. It's no secret that business owners are incredibly busy!

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Sean’s website

  • Sean’s LinkedIn and Twitter

Media

  • GritDaily - “How Brands Ruined “Sorry” in 2019” by Sean O'Meara 

  • City A.M. - “Sorry not sorry: End the apology culture in business” by Sean O’Meara

  • Kogan Page - How Your Company Shouldn’t Apologize

    • Getting the Timing Right: When Should a Business Say Sorry?

    • Quick Fire Buzz Wire with Sean O’meara

  • Home Business Mag - “Office Missteps? Three Steps to Saying Sorry at Work” By Sean O’Meara

  • Recruiter - “The Apology Response Plan: 3 Questions to Ask Before Responding to Criticism of Your Company” by Sean O’Meara

  • Fast Company - “How to address an issue without saying ‘I’m sorry’” By Stephanie Vozza 

  • Open Business Council - “Viral News, Outrage Culture and ‘Fauxpologies’: The Book That Shows How Business Has Ruined ‘Sorry’” By OpenbusinessCouncil

  • MyCustomer - “‘Outrage capitalism’ and the unexpected benefits of not saying sorry to customers” by Sean O’Meara

  • Vox - “Why are brands so bad at apologizing?” By Terry Nguyen

  • Trello - “Fight Or Flight? How To Channel Your Work Anxiety In A Productive Way” by Sean O’Meara

    • “Is Your Quirky Job Title Damaging Your Productivity?” by Sean O’Meara

    • “Why Slacking Off Can Speed Up Your Productivity” by Sean O’Meara

  • The Telegraph - “Sorry seems to be the easiest word: Justin Trudeau, and the art of the political apology” by Sean O’Meara

  • [Podcast] The Entrepreneur Way - 1444: Having the Right Idea at the Right time with Sean O’Meara Founder and Owner of Essential Content Ltd

  • [Podcast] Business Innovators Radio Network - Mike Saunders Interviews Sean O’Meara Co-Author of The Apology Impulse – How the Business World Ruined Sorry and Why We Can’t Stop Saying It.

Videos

  • Kogan Page - How Your Company Shouldn’t Apologize | Sean O'Meara

Books

  • The Apology Impulse: How the Business World Ruined Sorry and Why We Can’t Stop Saying It by Cary Cooper and Sean O'Meara

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

This episode is about saying you're sorry. When should you say sorry and when should you stand your ground? What truly makes an apology meaningful? We uncover all of this and the truth about apologies with our guest, Sean O'Meara.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word smarter, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we had two guests discuss the light side and the dark side of influence. If you want to use Jedi mind tricks to influence others, listen to our previous episode.

Now for our interview with Sean.

[0:01:37.5] MB: Sean O'Meara is the Founder and Managing Director of Essential Content, a specialist content and PR agency. He's also the co-author of Apology Impulse. How the Business World Ruined Sorry and Why We Can't Stop Saying It. He has worked with organizations including the BBC, Trello, Co-op Bank and many more. Sean, welcome to the Science of Success.

[0:01:58.2] SO: Hey, Matt. Thanks for having me on.

[0:02:00.1] MB: Well, we're excited to have you on here today. I'd love to start with a bigger question, which is really in many ways we almost live today in a culture of apology. Your book really strikes at that in many ways. I'm curious, how did you pick this topic to really delve into and why do you think that culture has really emerged in our society?

[0:02:27.0] SO: I think there are two main reasons why we're now seeing and hearing a lot more apologies. They're both social trends or social movements. The first kind of accelerant of the public apology frequency that we're getting now in our news is to do with social media. Social media is giving consumers two really important things, given them access to brands, whereas before social media if you wanted to raise an issue with a brand, it took a little bit of effort. You would have to write a letter, or ring the head office. Now you can literally do it via your phone in a few taps.

We've got greater accessibility to brands. That has given the consumer much more accountability. The brands now, they figured out over the past few years that they have to answer to consumers. What's actually happened I think has been a little bit of an overcorrection. Social media was good, because it did provide accountability. The pendulum has swung a little bit too far the other way and now brands, instead of providing reasonable accountability and ensuring that consumers are mistreated, what we see is brands groveling and apologizing when really, they don't owe anybody an apology.

The reason myself and Professor Cary Cooper wrote this book was because we've worked together on articles in the past. I'm a publicist by trade, so my whole career is based around protecting reputations. Something happened a couple of years ago that with a client of mine that really changed my thinking on the concept of the corporate apology. I went over and spoke to carry about it. What happened was this client family-run business in logistics sector and they offered relocation services, shipping, storage, removals.

They'd received a complaint from a customer who'd said, he tried to ship some tools from London to New Zealand. The tools got held up in customs. Now he'd flown over. He'd got a – he was a very specialized engineer, he'd gone over for a job. He couldn't get his tools. They weren't easily accessible on the retail market. He couldn't just go and buy some replacements, so he was stuck.

It turns out, I spoke to my client and my first piece of advice was well, we need to apologize. He said, “Well, I don't want to apologize, because we as policy, we advise all client to ensure that their customs paperwork is correct and we give them as much help as possible. Now we spoke to this customer a couple of times to warn them that their customs declarations weren't quite right and it's something that the customer has to do for themselves.” Long story short, the client had said, “If I apologize, I'm effectively accepting blame for something that A, wasn't my fault and B, was something that I warned the customer about.”

Against my better judgment at the time I said, “Okay,” because the client really didn't want to apologize. I said, “What do we do if we're not going to apologize?” He said, “Well, why don't we explain?” We responded to the customer, because they escalated their grievance from angry e-mails to Twitter. The client’s reputation was beginning to suffer, the longer we didn't say anything. I was overruled as a publicist and the client said – here’s what I want to say. I don't want to say it unsympathetic, but I also don't want to appear that my company has done anything wrong.

We responded to the client and we said – we deliberately didn't say sorry and we said, “We appreciate that this is highly convenient for you, although we did really try to press on you the importance of this paperwork. Because you didn't complete this paperwork that you now don't have access to your tools.” Then I sat back and I braced myself for a barrage of hate. This was in the public arena. People were able to see these tweets. This guy was – he was tagging other people in. I was very prepared for it to go south from there.

What surprised me and made me change my thinking on not just apologizing, but on reputation management in general was sometimes, in fact most of the time, nothing bad happens if you don't say sorry. That then – it tuned me in to other apologies. I started looking at other brands. Every day, there would be a brand saying sorry for something that I thought – we don't mean that. There is no way on earth you are actually sorry. This is a quite clear public relations exercise.

I then rewrote my own guidance to my clients on how to deal with criticism, because that is where the corporate apology comes from. It may have escaped me, but I've never witnessed an apology that just came out of the blue that could have been concealed. Brands only apologized when their conduct is known. The consumer has become the brand's conscience.

What I started to do was advise my clients to follow a step-by-step process to deal with criticism. The first step is ask yourself sincerely, are you at fault? Are you actually sorry? Then if the answer is no, follow these steps. They involve explaining the situation, offering to help and showing sympathy and crucially not saying sorry. If on the other hand the client is at fault and they do owe somebody an apology, there is there is a step-by-step process of doing that. The first step is decide how sorry you are. A point we try to make really, really clearly in the book is that contrition exists on a spectrum.

There is a huge difference between “Sorry, your delivery was late,” versus “Sorry, there was a fault in this car that caused it crashing and sustained injury.” The more you over-apologize, the more you devalue the actual concept of being sorry. You see brands are always extremely sorry. They can't help themselves by dialing up the intensity on their apology. The first step is are we sorry? Yes, or no. The second step is how sorry. The third step is what we’re going to do about it. Because an apology isn't worth anything if it's just words. There needs to be action. You need to communicate to a customer, or an audience. “We acknowledge that we failed and here's what we're going to do to put it right.” The best apologies always have that crucial ingredient of this is what you can expect from us going forward.

A really nice example of that was JetBlue in I think 2004. They'd had a huge operational failure and lots of people were stranded in airports that they didn't want to be stranded in. Thousands of customers were upset. Not only were these customers in the wrong place, there were other customers watching how JetBlue handled it.

Their CEO David Neeleman made what I would describe as the first social media apology. He made a YouTube video apologizing and also saying, “This will never happen again, because we are doing this and here's what you can expect from us.” They actually wrote a customer Bill of Rights, published it on their website and it's been on their website ever since.

The thinking behind the book was we as publicists and business communicators are going to – we're going to really wear out the value of the word ‘sorry’ if we keep going the way we're going. Customer trust is going to just tank and we aren't going to have any effective tools for crisis management for handling criticism and for building trust. I wanted to along with Cary, my co-author, write a book that could effectively rescue ‘sorry’ from obscurity before the customer, consumer trust in the word disappeared completely.

[0:11:24.4] MB: That's a great insight. Do you feel in today's world that ‘sorry’ has been already cheapened and devalued in some ways?

[0:11:36.4] SO: I do. In both contexts, I think in interpersonal relationships, especially in in certain cultures. I'm from the UK and we're famous for using ‘sorry’ as a social lubricant. I've noticed this for years and I now – I work really hard not to say sorry when I mean something else. A couple years ago, I was standing on a train platform early in the morning. There was me and there was one other guy on the platform. He came over and the first word out of his mouth was, “Sorry.” Then he said, “Sorry, do you know if this train goes to the airport?”

Now that's really common here. ‘Sorry’ is the icebreaker. Obviously, the guy had nothing to apologize for really, other than breaking the social convention of interrupting me from staring at my phone, or whatever else I would do. The train did go to the airport so I said, “Yeah, the next train goes to the airport,” and we both got on with our lives. I spent the rest of the day paying attention to how many times people apologize.

People in the UK are weirdly proud of this quirky awkwardness, where they say sorry when they don't mean it. I don't think we deserve to be proud of that. I spend quite a lot of time in Spain where my parents live. People in Spain don't think it's cute and people in America – a friend of mine lives in Dallas. I remember noting the difference. I was over there for is wedding. I was there for a good couple of weeks. Americans seem to have a lot more vocabulary for those little moments, those little, “Excuse me. Do you mind? Can I interrupt you for one second?” Kind of interactions. Whereas in the UK, it's always ‘sorry’. You'd be amazed at how many people start a conversation with the word ‘sorry’ and then go on to talk about something that isn't an apology.

That said the UK are the worst in terms of apologizing. From the research we've done in the book, we are the sorriest culture. I think Japan has a very unique and interesting relationship with contrition. You can actually outsource your apology in Japan. There are apology agencies, which will go and apologize for you and looking into why that is. Cary, the co-author, reserved, renowned psychologist, he had some insights on this anyway. A lot of it is to do with population density. If big cities in Japan are crowded, people are on the subway. There's a lot of small micro-interactions.

The other thing is on a culture. Some cultures are a little bit more relaxed about minor social transgressions. Different countries in Europe are very different about how they deal with for example, getting in somebody's way on the streets, or holding a door versus not holding a door. Other cultures are very, very fixated and they really value those very small gestures.

I think a lot of work has already been done to devalue the apology. I think everybody is guilty of it to a degree. I'm sure and I've done it. I'm sure you've done it. You've apologized when you weren't sorry, just to placate somebody who was upset.

We have devalued it. We are in danger of – it's a little bit like a currency. The more of currency that you issue, the lower the value becomes, just because you're dealing in scarcity versus abundance. If something is available everywhere, people don't value it. If something is rare, it's a little bit more special. In terms of that's my original point of the two ways we've done it. As individuals, we do it all the time, we over apologize and we apologize when we don't need to. Corporations have really taken that theme and run with it, and it's become especially true in the past few years, not just because of social media, but because of what's – I mean, I don't like the term, but I guess the closest thing to it would be call-out culture.

What we've noticed is before social media, a brand was – they had a few responsibilities and they all related to your rights as a consumer. You would expect to be charged the right amount of money, you would expect to receive a certain level of service, you would expect your product not to be faulty. If those things didn't happen, you could expect an apology.

Nowadays and it's a combination of clickbait, the desire to find, to see outrage wherever it is; social media amplifying that. Brands are now accountable for consumers’ feelings, which is really dangerous because rights are absolute. You know what your consumer rights are and you know as an organization which rights you have to respect. With feelings, it's different for every consumer. What we notice with these high-profile corporate apologies is more often than not, they're to do with feelings, rather than rights.

Thinking back to a couple of years ago, it was Dove, cosmetics brand. They had to apologize for a advertising campaign that they launched. Now what happened is they've got a range of different models in the advert, they had black models, Asian, white. It was very diverse cast of models. The general gist of the advert is model A takes off her sweater. As she's taking it off, model B appears.

It's a little bit like the Michael Jackson video for black or white, where the edit switches. As the sweater goes over the head, the head that comes out is the next model, which is fine. There's nothing wrong with that, but there was a clip that circulated that was edited misleadingly, which made it look like a black model had used Dove so and then became a white model. The implication being that it was a throwback to the really old offensive soap adverts that did actually use before-and-after models in a racist way.

Now Dove is a huge brand. They spend more than – Procter & Gamble I think it is who owned them, spend more than anyone else in the world in advertising. They're not stupid. They're not going to decide one day, “Hey, let's go and trash our reputation and create a racist advert.” They're not going to do that. But because of the fact that consumers were able to interpret it wrongly and often deliberately wrongly, that was enough for Dove to A, feel that they owed an apology to their consumers and B, to withdraw the entire campaign.

Now that is hugely costly, because not only do they have to – they'll have already paid for the advertising space, the airtime. They're going to pay for that again when they put out the new advert, they're going to have to create a new advert, they’re going to have to focus group it. They're then going to have to be really, really careful, hyper vigilant about the reaction to the next advert.

What they could have done is say, “This clip that you're seeing doesn't represent the advert. It's been edited in a certain way. This isn't the message of the advert. We would never create an advert that was even close to suggesting what people think it's suggesting. Here's the real thing.” They would have gotten some friction from that. There would have been push back. What they were apologizing for really when you cut the fat from the messaging was, “Wait. We're sorry that you were able to misinterpret our advert. We didn't got in enough effort to make it so pure and so squeaky clean that there was no possible misinterpretation.”

That happens an awful lot. Brands will – they’ll do something with the best intentions and consumers love looking for flaws in things. They will go, “Oh, hey. This could offend this demographic, or this is wrong because I'm offended personally me as one person.” Instead of the brand's being a little bit resilient and saying, “Well, it's not what we meant. This is what we meant,” and explaining the default response to criticism, especially around what we call in the book cultural criticism, is to put that fire out immediately with a big bucket of cold water and that cold water is the apology.

It never works, because it's like a signal. It's an invitation for more criticism. There is a pattern to this. The media play a really key part in amplifying these situations. They usually start off with one or two criticisms, then the media will report on those criticisms and nine times out of 10, they will approach the branding question. That brand then has a decision to make. They can either refuse to apologize and the headline is brand refuses to apologize for advert that offended consumers, or brand apologizes for offensive advert.

Either way, the media has their headline. I'm talking about the viral news media here, who are not necessarily in the business of reporting hard facts and verifying things and asking questions. Just three tweets is enough for it to be reported as an outrage. The media will do that, because they know people will click on those headlines and they know people will click on those headlines whether they agree or disagree with what the brand did and whether they agree or disagree with the fact that the brand apologized.

[0:22:14.5] MB: Yeah, it's a very fraught dynamic in many ways.

[0:22:18.2] SO: It is. I feel sorry for my fellow publicists, because they have a set of tools at their disposal. I guess when everything looks like a crisis, the tool you're going to reach for is an apology. That’s to do with a spotlight effect of the bias of well, 20 people are shouting at me on the Internet. Therefore, there must be 20 million people reading this. There's been studies into this about criticism creating a perception of greater attention.

When people receive criticism, they think it's reaching a bigger audience than when they receive praise. I can totally relate to the social media manager who is looking after a brand account. They get that tweet that says – usually it's something, let's say, I don't know, Pepsi. The tweet will be something like, “Really Pepsi? You thought this was okay?” Then it will tag in a few slightly higher profile Twitter accounts. It only takes one of those other Twitter accounts to respond and go, “Oh, my God. I can't believe Pepsi thought this was okay.” An advert and it actually did happen to Pepsi with the Kendall Jenner advert a couple years ago, which they apologized for.

There's a value chain. It will be a consumer that spots something that they don't like, they will then usually tweet or make a YouTube video about it. Then what they're doing is they're – nothing attracts a crowd like a crowd. The minute they get a blue tick verified Twitter account to join in, that brand is then in trouble. What I'm urging brands to do is take a leaf out of Protein World's book. Protein World is a UK-based supplement brand. They had an advert. I can't remember the year. I think it was 2017 on the London underground network. It’s a swimwear model, very fit, athletic-looking model in a bikini. The slogan was “Are you beach body ready?” It was an advert for getting fit; was a weight loss product. Makes sense that they would use a athletic model.

People didn't like the advert. They were defacing them. There were protest marches. There were all sorts of hashtags. It looked just – it was the perfect storm and everybody was expecting Protein World to say, “We're sorry. We didn't mean to offend. We've misjudged. We're going to withdraw the advert.” What they did was the opposite of that. They doubled down and said, “Well, if you're offended by people who are healthy, then that's your problem.”

The reason that I encourage people to just, I'm not saying behave like Protein World, because they are deliberately provocative. Just go and look at how they handled that crisis. They took the time to think, “Are we culpable in any way here?” Then when they were sure of themselves that, “No, we haven't done anything wrong. There is nothing wrong with an athletic swimwear, a model advertising our product.” They used the negative energy that was coming towards them as a positive and what they knew that a lot of brands didn't know is that for every voice criticizing them, there were 10 people silently sitting there going, “I hope they don't apologize actually, because this is ridiculous.” In the book we called that alienation marketing.

If you're the person that buys a protein supplement, you're probably the person that goes to the gym. If you go to the gym and you're invested in that enough to buy a supplement, you're probably in good shape, or you want to be in good shape, so you're not going to be offended by the idea that a sports/swimwear model is advertising a product. You're probably going to be more offended by the idea that she shouldn't be advertising that product.

Protein World, they've got a whole chapter in the book dedicated to how they handled it, because not only did they not apologize, they turned that “crisis” into a huge marketing win. I think – I'm just trying to recall the figures. Their head of marketing said that they did – it took them four days to do a million extra pounds in sales, because of the free publicity that the outrage was causing.

While everybody was saying, “Oh, they should sack their PR guy. They should throw their marketing strategy in the bin,” they were actually just sitting back, letting that the cash registers ring and watching the money flow in. It was because they knew who their customer was. There is a benefit to not saying sorry and there are a 101 downsides to saying sorry when you shouldn't.

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[0:28:56.6] MB: For both businesses and also individuals and these may be different answers, but how should we think about when to say sorry and when to stand our ground?

[0:29:06.5] SO: The timing of it is actually really interesting. In terms of when to say sorry, my personal philosophy on that is say sorry A, if you've done something wrong and B, you are actually sorry. If you apologize for anything, you're eventually going to lose trust. If it's a relationship, let's say it’s your spouse, or one of your parents, if one of you is always saying sorry, at some point the mask is going to slip and people are going to realize, “They're not really sorry. They're just saying it.”

In terms of how I advise my clients when to say sorry, if you failed in a meaningful way, then you should say sorry, but you don't have to do it immediately. You are allowed to think about it. There's a study and the title is Better Late than Early. I would encourage people to go and look at this study. It's about the timing of apologies. The title of our book The Apology Impulse refers to impulsive apologies. You hear a criticism, you say sorry.

The science suggests that actually when you do owe an apology, if you leave it, if there is a gap between your transgression and your apology, the recipient of the apology feels better about the situation. Instant reflexive apologies are perceived as insincere. There is a sweet spot. If you leave it too long, the person that you owe the apology to will think that you've forgotten about it. If you do it too soon, it will look impulsive.

There's a sweet spot somewhere in the middle that suggests that you've engaged in a period of self-examination. You've actually put some thought into it. I used the hypothetical example of Donald Trump. If he called a press conference tomorrow and said, “I've been thinking about 2016 and how I spoke about Hillary Clinton. I think I owe Hillary an apology.” People's heads would explode. Not only because it's Donald Trump and he's not known for self-examination and saying sorry, but also because that would be a really sincere apology, because what's he got to gain from it now? Nothing.

If he'd apologized at the time when people are saying, “You should apologize to Hillary,” the second the word ‘sorry’ left his mouth, people would have rejected it. If he did it now, there's something in that. There is value in taking away what you've done and thinking about it. Some of the best corporate apologies have come after a period of it could be a few months.

Mitsubishi apologized. I think it was for something – Mitsubishi used prisoner of war labor in World War II and never said sorry for it. Then obviously, they've had dozens of CEOs since that happened. I think it was 2015, around that time, they decided that they did those people an apology. Now suddenly, a lot of those people had died, so they actually struggled to find somebody to accept the apology.

The person they found, he was in a difficult situation, because he was not only being asked to accept an apology to him, but he was being asked to accept an apology on behalf of people who weren't around to accept, or reject the apology. He said that Mitsubishi wanted to fly him over. I think he was based in San Francisco. They wanted to apologize personally and they're willing to pay for his transport and they were going to show him what they were doing to make it right. I felt sorry for that guy as well, because he had a lot of pressure on him to say to Mitsubishi, “It’s okay. We, the people who you're now trying to apologize to, forgive you.” He couldn't speak for everybody.

The interesting thing about that apology was it took forever. It was the same with the makers of Thalidomide. It’s a morning sickness drug that caused deformities in babies. They took, I think it was 50 years. I think they actually picked the 50-year anniversary of the scandal coming out to actually issue a proper apology.

Now there’s two ways of looking at that. You could look at it and go, “It's good they apologized and they should have come sooner.” Or you could say, “Well, at least they’ve put some thought into this.” This isn't a public relations exercise, because the makers of that drug have been making drugs – for the past 50 years, the scandal didn't affect them massively. They were they were still making drugs, still making lots of money, so they couldn't be accused of, “Oh, you're only apologizing now because customers are leaving you.” That wasn't what it was about. It’s a genuine attempt to put things right.

In terms of timing, it is really interesting. In terms of how to get there, there's a lot of work that should go on behind the scenes. Like I said earlier, the apology is only part of it. You need a path to recovery and you need to regain trust as well. It's what you do once you've said sorry, or what you say you're going to do that matters, as much as how you say sorry. How you say sorry can – it can be the difference between another PR exercise that people forget, or actually damages your reputation. Or it can be the start of improving your reputation.

Some brands have actually improved perceptions of themselves by how they apologized. There are lots of ways you can mess up your apology and we explore these in the book. One example that really, really gets – really annoys me is using the passive voice. You've been criticized and you want to address it. It's really tempting for communicators, professional communicators to say things like, “Mistakes were made, products were faulty.” Instead of saying, “We made a mistake, or our products were faulty.” It's a very subtle, but very manipulative use of language, kind of sneaky, where by using that passive voice, you're putting a little bit of distance between you, the agent of failure and the act, the thing that went wrong. Passive voice is always a red flag for an insincere apology.

Another huge red flag is what we call in the book Schrodinger's apology, where the apologizer will give themselves a character reference before they get to the apology. Now a little thought experiment; if you get an e-mail tomorrow and it's from your bank and you're just scanning it and you see the words, “We take the protection of your data very seriously,” you could put money on the fact that there is a ‘but’ coming and it's about to tell you, “But we advise that you change your password, or you check your recent transactions.”

These statements, these self-elevating pats on the back that companies gives them, give themselves, they always cloud the meaning of an apology. It's one of the most common ways an apology can fail. There was a case a few years ago in Toronto and it was a drug testing facility. They were contracted by local government to conduct drug tests on parents who'd had their children taken away.

Part of the process of being reunited with their children was to test negatively for certain drugs over a certain period of time. The problem was these tests were not accurate and there were a number of and it was pretty much all mothers, who'd had their children removed on the basis of these tests. Then it was later found that those tests were inaccurate. This was a huge, huge scandal. These mothers had done what they were supposed to do, they'd got help with their addictions and these tests failed them. They'd lost their children on the basis of this company producing inaccurate drug testing results.

When the court case is over and the CEO of that company had to apologize, the first words out of his mouth were, “We take the –” Something like, we – Ah, this was it. “We have the highest standards of da, da, da, da, da.” You don't get to say that when you're addressing your own failure, but so many brands will do that. They can't help. Just throwing in a little character reference for themselves, because they think it makes apology easier to swallow.

Actually, it really annoys consumers because they're not stupid. They can see through it. In fact, it's almost Pavlovian in that when you hear a company talking about “We have high standards of, or we care deeply about this,” you almost sense that they're about to tell you, “But we failed and we're sorry.” These corporate indulgences where the communicator, whether that's the CEO, whether that's the director of marketing, or whoever they are, the person in charge of communicating that message, there's a box of tricks that they'll go through and they’ll go, “Right. We've got to say sorry. How do we wriggle out of it? How do we make ourselves look good while saying sorry?”

If I'm advising these companies and I do tell all my clients this, is don't because consumers aren't stupid. You're just going to make your reputation suffer more than it is already. Just say sorry. Just lead with sorry. Explain why you failed, how you failed and how you're going to put it right. Don't say any more than that.

[0:39:26.8] MB: Yeah, that's a really good point. Just instead of hedging and qualifying an authentic apology is going to be a lot more impactful.

[0:39:35.7] SO: It is.

[0:39:36.4] MB: You said something earlier too that really bears repeating and it is quite important, which is that a part of a genuine apology, maybe one of the cornerstones of it is action. Grounding it into some action that you're actually going to take to really move the needle, or rectify the situation.

[0:39:55.1] SO: Yeah. I think the best example of this was the Tylenol poisoning crisis. Now we’re going back a few decades here. That is probably the case study in how to handle a crisis. The interesting thing about that, because it's often referred to as the best corporate apology there ever was. The really interesting thing is that James Burke, the CEO of Johnson & Johnson never said the word ‘sorry’. That's because he didn't need to. He was busy doing other things.

When you're trying to get your little packet of medication open and you go in through what seems like endless layers of protection, so there's this foil, there’s all that, that's because of the Tylenol poisoning crisis. Johnson & Johnson learned that they had a problem. Their product was being tampered with and people were dying and people were getting ill. They effectively switched off the public relations machine and said, “Right. All of our energy is going into fixing this.”

I mean, I think it was less than six months they'd created tamper-proof packaging. Now you don't need to hear the word ‘sorry’, if the company goes, “Right. You can now buy our product with confidence, because we've gone away and we've innovated and we fixed the problem.” I think if your focus is more on how do we fix it, rather than how do we protect our reputation, in a way where your reputation protects itself, if you're seen to be focused on the problem and protecting your consumers, then there will come a time when you can say, “Hey, we're sorry and here's what we've done to fix it, or here's what we're doing to fix it.”

If you're preoccupied with, “Okay, we're getting criticized. We need to put that fire out.” Your energy isn't on the problem. Your energy is on your own reputation. It's always been a case, but it's more – consumers really don't like that. It plays out differently depending on the industry you're in as well, because let's say there's a problem with Starbucks coffee beans. There's a batch that’s been – there's a bad batch, something like that, or even Starbucks have done an advert that is really distasteful. If you're a consumer, it's no real hardship for you to go, “Oh, well. I'm going to get my coffee from one of the hundred and one other takeaway coffee places within 20 minutes of where I work.” A Dunkin Donuts, or if you're in the UK, this Costa Nero. That is what is called a low-friction industry.

If I'm a consumer and I fall out with Starbucks, I've got choices. I can go elsewhere. If it's air travel is similar in that your airline annoys you enough, there are other airlines. If it's your bank, yes, there are other banks, or if it's your life insurance company. You do have options, but the friction to exercise that choice is so much higher. If your bank annoys you, you've got to close your account, you've got to find another account, you've got to redirect all of your payments you did. There will be mistakes, payments will get lost, you've got to tell everybody how to changed banks, here's my new bank details.

If you're a business, that is a huge operational undertaking. What you'll see in industries where it's more difficult for people to exercise their choice, with habit for apologizing is actually lower. That's because Starbucks know if we know enough people, they're going to move to one of our competitors. There is always somewhere else to buy a coffee and it's no hardship to walk an extra block past Starbucks down to the other guy that makes good coffee as well.

It happened with Uber a couple years ago. In the UK, Uber is the only game in town. If you want a ride-sharing service, there is no Lyft. Uber is the only company in the UK that does that. In the states, it’s just a little bit different. You've got Lyft in certain cities and probably nationwide now. When Uber fails, people can easily just dump Uber, which was the hashtag.

[0:44:31.2] MB: For listeners who want to concretely implement some of the things we've talked about today, what would be one action step, or a piece of homework that you would give them to begin implementing some of this into their lives?

[0:44:44.7] SO: The best thing that they can do is to have a plan before they need a plan. Have a crisis management strategy that includes what to do A, when you fail and B, when people think you failed, but you didn't fail. There is no worse time to try and come up with a crisis plan than when you were in crisis. If you are facing high volumes of criticism as a brand and you don't have a plan in place, you've already failed.

Now is the time to go in and write that plan and what are you accountable for, what are you not accountable for, what are your processes for recovering from failure and what are your processes for repairing damage with your customers and consumers.

[0:45:33.1] MB: Sean, where can listeners find you and the book and your work online?

[0:45:37.1] SO: I'm best found on Twitter. My handle is @SeanOmeara, which is S-E-A-N-O-M-E-A-R-A. The book is available in Barnes & Noble over there. It's also available if you're passing through an airport in WHSmith, which I believe have airport branches in America and also in Europe. They're probably the best places. My company website it is essentialcontent.co.uk and that’s my consultancy business and people can get in touch with me there and I'm happy to chat via e-mail about all things public relations and all things crisis.

[0:46:17.7] MB: Well Sean, thank you so much for coming on the show, for sharing these insights. It's very fascinating look at dealing with crisis.

[0:46:25.1] SO: Thanks, Matt. It was a pleasure.

[0:46:27.4] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

I'm going to give you three reasons why you should sign up for our e-mail list today by going to successpodcast.com, signing up right on the homepage. There are some incredible stuff that’s only available to those on the e-mail list, so be sure to sign up, including an exclusive curated weekly e-mail from us called Mindset Monday, which is short, simple, filled with articles, stories, things that we found interesting and fascinating in the world of evidence-based growth in the last week.

 

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Thanks again, and we'll see you on the next episode of the Science of Success.

February 20, 2020 /Lace Gilger
Emotional Intelligence, Influence & Communication
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The Shades of Influence with Robin Dreeke and Chase Hughes

February 13, 2020 by Lace Gilger in Influence & Communication, Weapons of Influence

This week we’re diving into the two sides of the topic of influence. 

Surprisingly, there are two very different schools of thought on the best way to influence someone. But which style is more effective? What are the pros and cons of each of them? 

In order to get to the bottom of this debate, we brought in some incredible experts to make their cases on the topic. First, we’ll dig into the light side of the force of influence. You’ll hear from Robin Dreeke. 

Robin began his career in law enforcement in 1997 after serving in the United States Marine Corp. Robin has directed the behavior analysis program of a federal law enforcement agency and has received training and operational experience in social psychology and the science of relationship management. Robin is currently an agent of the FBI and the author of “It’s Not All About “Me”, The Code of Trust and the newly released Sizing People Up. 

Then, representing the dark side of influence you'll hear from Chase Hughes, Chase Hughes is the founder of Ellipsis Behavior Laboratories and the amazon bestselling author of The Ellipsis Manual. Chase previously served in the US Navy as part of the correctional and prisoner management departments. Chase speaks on a variety of topics including brainwashing and attraction and frequently develops new programs for the US Government and members of anti-human-trafficking teams around the world. 

Both of these experts have INCREDIBLE backgrounds and some amazing stories as well. In the end, how you use these incredible powers is up to you. 

Which side are you on?

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Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[00:00:11] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet with more than 5 million downloads and listeners in over a hundred countries.

Have you seen Star Wars? Are you drawn to the light side of the force or do you gravitate to the power of the dark side? In this week’s episode, we’re diving into the two sides of influence. Surprisingly, there are two very different schools of thought of the best ways to influence someone. But which style is more effective and what the pros and cons of each of them?

In order to get to the bottom of this debate, we brought in some incredible experts to make their case on each of these topics. First, we’ll dig into the light side of influence. You’ll hear from Robin Dreeke. Robin began his career in law enforcement in 1997 after serving in the United States Marine Corps. Robin has directed the behavior analysis program of a federal law enforcement agency and has received training and operational experience in social psychology and the science of relationship management. He’s currently an agent of the FBI and the author of It’s Not All About Me, The Code of Trust, and the newly released Sizing People Up. 

Then representing the dark side of influence, we’ll hear from Chase Hughes. Chase Hughes is the founder of Ellipsis Behavior Laboratories and the Amazon bestselling author of the Ellipsis Manual. Chase previously served in the US Navy as part of the correctional and prisoner management departments. Chase speaks on a variety of topics including brainwashing, attraction and frequently develops new programs for the US government and members of antihuman trafficking teams around the world. 

Both of these experts have incredible backgrounds and some amazing stories. In the end, how you use these incredible powers is up to you. Which side are you going to be one? Sign up for our email list and let me know. I’ll even tell you my own personal affiliation. Jedi or Sith?

As always, thanks for listening to this show. First up, let’s hear from Robin Dreeke. 


[00:02:25] MB: You have an incredible background and story and some of the work you’ve done with the FBI is fascinating. Would you share kind of your journey with the listeners? 

[00:02:34] RD: Yeah, sure Matt. It’s actually pretty funny and remarkable not in the things I’ve achieved, but because in what I’ve done with my life and career completely opposite of what my biological genetic coding is for. What I mean is this – And you read part of it, my bio and background. Yes, I’m a Naval Academy graduate, Marine Corps officer. I came in to law enforcement and the FBI in 1997.I served in New York City, Norfolk, FBI Headquarters, Quantico. I ran our behavioral team. All those things. They sound pretty neat on paper and they kind of scream at you hard charging type A, but in reality – Which I am. There’s no doubt. But in reality, when you work in the world of counterintelligence like I do, it’s completely backwards from the behavior you really need for success. 

What I mean by that and what I learned when I first got assigned to New York City working counterintelligence, I was very fortunate that I got on a squad of individuals that had probably 20, 25 years in the FBI all doing that job and working in counterintelligence is different than anything else in the FBI or really in the world. It is related mostly anywhere else to sales. I basically sell a concept that protecting America is a great idea and the way I’m going to compensate you for that is through a great relationship with me, mostly, not much else. Government funded me. What it is, it really comes down to this feeling of patriotism and having a great relationship that’s going to be the inspiration behind why people are going to want to cooperate with you. 

Also working in counterintelligence, it’s all leadership, because the people that I interact with day-in and day-out, they don’t commit crimes. I mean, it’s very rare that my main job in New York was to recruit spies. 99.99% of the time, they’re just getting regular information, open source information and sourcing it to an individual. So it has value. Mostly information, like I said, it’s open source. Who it comes from makes it valuable. The people I interact with are great Americans or citizens as well. 

The challenge is, “All right. If you’re a hard charging type A that’s used to trying to convince and coerce and manipulate people into giving you things, it doesn’t work. It just does not work,” because as soon as someone walks away from any engagement with you, think to themselves, “Wow! I really wonder what he really wanted.” You’ve totally failed, because there’s doubt. There’s subterfuge and people are very, very keen to pick up on these things, because what generally happens – And we’ve all experienced it, whether it’s been a shady cars salesman or any other kind of salesman that is actually there for profit and gain and to take advantage of you. People pick up on that because there’s incongruence between people’s words and things they say which they might be saying all the slick lines, everything really great, but their body language becomes very incongruent with what they’re saying and our ancient [inaudible 00:05:24] brain really picks up on these things and it gives us that creep feeling. 

Well, when you’re actually genuinely making about everyone else, and that’s what the code of trust is about, how to make it about everyone else but yourself, but you have a lot of clarity, the destination that you hope to move to, but you realize that you can only do that through being an available resource for the prosperity of others. That’s what the whole thing is about. 

I did this for years on the street on our behavioral team. Again, I’m not naturally born leaders. Not naturally born doing this, but I was surrounded by greats that were showing me and modeling the way. So you learn these things on the job training, osmosis, and observation. But what really started happening was I started writing because I was asked to write about it. When I got down to Quantico, when they started asking me to teach about it, you start making this art form as it is in a personal art form, a paint by number. 

You start giving labels and meanings to things so people can start recognizing the behaviors they’ve already been doing. I call the new car effect and I always get a puzzled look when I say that. But really what it comes down to, the days you buy your new car or any car, all of a sudden you start seeing that vehicle everywhere. I mean, I own a Tundra. The day I bought my Tundra, I swear, I think 300 people in my town bought the same darn truck because it has that label and meaning. That’s all I do, is I give labels and meanings to all the behaviors that we do when we’re having a great relationship. So you can repeat that behavior and understand also the ones that you might have failed at or more challenged at to understand exactly what you were and weren’t during those situations so you can stop doing those behaviors. 

That’s been the journey. Probably, the code of trust came about around 2013. I was running our behavioral team and someone asked me to do an article again on counterintelligence and I said, “Well, we can’t really talk about hooky-spooky spy stuff.” I said, “Who? Let me talk about what my team does,” and I had never really sat down and contemplated. 

When I sit down and strategize any kind of operation I’m doing, what am I actually doing? Then I reflected on every instance of my entire life, my career, in the Marine Corps, in the Naval Academy and with my friends, family, kids, I started realizing that, “Well, in every encounter, all I’m ever doing is strategizing trust,” and I came out with the five steps of trust and all of a sudden when I gave myself that green Tundra effect as I call it, or the new car effect, I started seeing the code of trust everywhere and it’s become my guiding light in my life. I live it every day and it creates amazing prosperity as a byproduct, but if you – The core thing of the code of trust is if you focus on yourself, it undermines the entire process. It really comes down to first and foremost good healthy relationships, open ask communication and being an available resource for the prosperity of others. When [inaudible 00:08:10] those things first, everything else falls into place. That’s kind of a brief overview of almost 49 years of my life. 

[00:08:19] MB: The funny thing about – And there’s so much to unpack there. There’re a number of things I want to ask you about. One of the most fascinating things to me about fields like counterintelligence is that there’s no room for error. Did these tactics have to work, in many cases, literally, life and death situations? I think it’s such a beautiful format for really – It’s almost a crucible for cultivating the absolute, most effective strategies for doing something. 

Then you talked about how your old sort of perception of what leadership meant isn’t necessarily what actually works and actually changes behavior. Can you tell me about how that transformation took place and how the old conception of kind of the hard charging, manipulating, pressuring, bullying framework of leadership doesn’t really work?

[00:09:04] RD: Yeah, absolutely. My form is leadership is what I witnessed. The things we witness between the ages of 9 and 19 really form our generational outlook on the world because our prefrontal lobe is not fully developed yet. The emotional impresses we have really form how we see the world. During those years, I wanted to go to the Naval Academy. I want to be a Navy pilot, aerospace engineer, an astronaut. My form of leadership is what I watched in the movies and TV. The first movie I saw in leadership that I thought was strong leadership was Patton, screaming at people, yelling, kicking them in the butt, poking them in the eye. I figured leadership was getting people to do what you want. 

That’s the behavior I was modeling. At a young age, many people get rewarded for that kind of behavior, because just think sports of teams you’ve been on or clubs or any other kind of position where an adult or a superior ask you to accomplish something with a group of people and you ask politely all the group of people to do what was asked and no one goes along with what it is you want them to do. So you now get chastised for being a weak leader. Now next thing you do is you yell and scream and these people do what you want them to do and now you’re reward for being a good leader. 

The negative behavior on convincing and cajoling gets rewarded. So you start at a young age thinking that’s the way in order to get things done. In reality, what you just did is you manipulated people through fear and reprisal to take action. The action they’re giving you is probably about 5%, maybe 5% to 10% effort just to get you to shut up and go away. That can work fine in situations where there is a position of reprisal that people can take again you. Again, you're not going to get the best out of anyone because loathing start seeping in against you and people are just going to stop performing. That makes the now leader look extremely bad and can’t be productive and that leader now things, “Well, what's happened? Why am I not been productive? Why am I no longer getting promoted?” They now think they've gotten soft. So the way to undo getting soft, they think they have to get harder. This is where the bullying in the workplace starts in that kind of leadership. 

In reality, what I found both in the Marine Corps and coming in the FBI, especially working, like I said, counterintelligence, where I get up every day hoping I don't make a mistake and then it caused myself a humbling moment because every relationship is potentially helping our national security. Protect our country. Protect my community. I don't have the luxury of making mistakes. I mean, I am extremely hypercritical of myself and all my conversations and dialogues. I care passionately about not making a mistake. 

What I found is especially when you work in the world as I described to you, there are no criminals. Very, very few were criminals and even if someone is manipulated good-naturedly by accident by someone trying to take advantage of them, they're very unwitting that they've even done anything wrong. In my entire life in career the last 20 years, I've never made an arrest in the area I’ve done. I've only done things that hopefully build relationship strong enough so we can garner the information we need to protect our country. 

When people don't have to talk to you and you can't rely on your title and position, you better know what to do. The other thing I really found out too is that people do not care about your title and position and whatsoever. I mean, being an FBI in New York City knock on a front door and see what people think about you if you start showing a badge and everything. Really comes down to not your title and position, but how you treat them. If you treat them and talk in terms of their priorities, you validate them, you validate their context, you don't argue their point of view on things and you genuinely – This is the real key, is you got to be genuine and sincere about your desire to understand them as a human being and their motivations and priorities in life.

[00:12:57] MB: Before we get too deep into that, because I really want to go deep down that track, tell me about – You mentioned the importance of kind of really honest self-awareness and self-assessment.

[00:13:10] RD: Yeah. As a Marine Corps, there was the 14 leadership principle I learned was know yourself and seek self-improvement. One of my more humbling aha moments in life was I remember I was stationed at Cherry Point. I was in the air wing but on the ground side, and so we’re really bottom heavy. We had a lot of junior officers, and I think we had about 14 or 15 of my rank as second lieutenant. I remember my first assessment, I was ranked last out of them all. I remember walking up to my major that rated me and said, “All right. I get it. I'm doing something wrong. What am I doing?” All he could say was, “You just need to be a better leader.” 

It was very subjective, and so I didn't understand what that meant, but it bothered me. I was like, “All right. I’m doing something wrong.” What I started discovering was – And everyone has this, that what I thought I was projecting to the world was not what the rest of the world is seeing. So taking an honest self-assessment is actually hearing the word people say about you and to you but really ideally about you where you can be a fly on the wall and hear people's honest impression of you. This is not a self-loathing or always me if you hear something you don't like. It's an assessment of what people see when they see you. 

It's funny, I often – Any time I bump in to someone I knew 25 years ago, I usually give them a big hug and thanked them for tolerating me 25 years ago in their lives. The one thing that I've heard when I apologize for being a self-centered jerk years ago, they said, “No. No. Robin. You're just intense.” When I hear something twice, I do assessment of it. I analyze what intense looked like to other people. Intense looked like just me being a good guy to me, because very rarely do people get up in the morning and say, “All right. Today I’m going to treat people really horribly and be a jerk,” but ultimately that happens sometimes not because we want to, but because there is this incongruence again between what we feel and what's get hijacked that comes out of our mouth because of our ego, vanity and insecurities. 

So I define that, I looked at intensity and actually saw what that meant, and it’s a typical type A response. It’s you have something you’re trying to achieve, a goal of some sort. A very tangible means goal, I call them, instead of ends goals. Ends goals are states of mind, and I’ll tell you more about that later maybe. But a means goal is I want a promotion. I'm trying to do well on this project. I want a better salary. I want to move. All those things are very, very specific and we become so focused on them that we totally disregarded not by intent, but by our genetic design that anyone else around is doing anything and we kind of wholly focused on what we’re trying to do. Again, we’re not regarding really people around us that are actually might be working on other things that you're not making yourself available to or pretty much ignoring and you combine that with a tempo that is out of sync with the others around you because, again, you have that higher tempo of activity. It really becomes off-putting to other people and it looks like a narcissistic megalomaniac jerk. Was that in the heart and soul of the individual to type A? No. They are totally clueless about this until you actually have those aha moments and listen to the people around you, take feedback and ask yourself, “Is that the behavior I want to be exhibiting or not?” If it's not, what can I add to myself to have that behavior stop being that way?

Again, especially when you're working in areas and fields weather you’re in sales and doing cold calls and people are already dealing with individuals and companies that give them products and services. So why should they want to go with you? Why should they even listen to you? If you come across that kind of intensity, people are just going to shut down, because you're not really regarding them. You're more focused on what you're trying to do rather than being a resource for other’s prosperity. That’s probably the first time where I had – I've had multiple, I think everyone does, multiple moments in your life where you create yourself a humbling moment. Every day I wake up and I hope I don't cause another one that day. I haven't had one in a while, and it's important to keep that ego and vanity in check, because when you don't, the mouth will run of the way and you’ll become self-centered and focused and there is no reason why anyone, any individual should want to listen to you if you're not talking in terms of what's important to them.

[00:17:15] MB: I think that segues into one of the other really, really important things that you mentioned and you write and talk a lot about, which is all of these strategies and influence that – Sorry, not influence, because we talked about this before the show, but all of these strategies have a root in not focusing on yourself and focusing really deeply on the other person. Can you tell me about the importance of that? 

[00:17:38] RD: It’s all right. The influence – Influence is important to understand how to influence and what influence is. But what I found is, and this is part of where all these things came from, folks and others. Influence still has a connotation in my mind when I use the word. Again, this is purely me. There is no right or wrong, just as meanings and definitions. It still has a connotation of influencing another individual to do something that's in my mind. 

When you understand how that works and what's going on there and you want to be more effective at influence, what happens is you start realizing that, “Well, I just need to move beyond influence, because I need to focus on other people in what their priorities are and be a resource for them,” because then what you do is you start moving into the realm of inspiration. When you’re in the realm of inspiration, it’s completely about the other person. 

Here's how this process works and why it's important. Individuals, you go back to ancient tribal men, where tribes are 30, 40 or 50. It was the first form of social welfare, healthcare and survival. If you are not part of the tribe, the likelihood of your genetic coding being passed on was extremely low. Our brain rewards us for being valued and part of a collective in a group and a tribe. If we use language that demonstrates value and demonstrates that we are vested in you and your prosperity, however that individual defines prosperity, they are naturally going to keep listening to you and keep regarding you and want to collaborate, because it's in their best nature, because it's in their best interest to do so. 

So anytime I have a project or something, again, this isn't – You can make it all about someone else and many people in life do, but they then get accused of being a carpet and being walked over. That's where the code of trust comes in and make sure that doesn't happen in the sense that the first step in the code of trust is understanding what your goals and priorities are. What it is you're trying to accomplish? The second part of that first question of what your goal is reversing it now and think in terms of, “So why should someone want to?” Here's the difference between that influencing and manipulating or anything like that. People then started thinking, “How can I make them want to do that or how can I influence them do that? 

What the code of trust is and what I'm talking about in order to make it about the other person is I don't think about that at all. I start reversing. I think in terms of how can I inspire them to want to? That’s the key, because if I'm thinking in terms of inspiring someone to take action, because I know what my goals. I give myself my own new car effect by naming and stating the things I'm hoping to achieve and now I completely let go of those, because I reverse it, just like you don't have to try to see the car once you bought it. You just see it. That's why you’ve given labels and meanings to things that are important to you. That's all you have to do. You don’t have to try to make an effort, because if you make an effort on your own behalf, you're now manipulating or influencing or anything else, because it's all about you and you’re only slightly regarding the other person. I let go of it. It’s got label and meaning. Now I reverse it. I think in terms of how can I inspire someone to maybe align with me. In order to inspire someone, I have to know what their priorities are, long-term, short-term, personal, professional. I have to talk in terms of those priorities. I have to demonstrate their value, and I demonstrate value by four really simple statements. I always include in conversations, emails. I'm going to seek thoughts and opinions, because when I demonstrate that I'm seeking your thoughts and opinions, I'm demonstrating value. Human beings do not ask other human beings what they think unless they have value. 

When you do that, people's brains are rewarded with dopamine, because you’re demonstrating their affiliation. When they're affiliated, that means it's good for their survival. Dopamine is released in the brain, oxytocin, serotonin, all the pleasure centers are firing because you're demonstrating value and demonstrating affiliation. 

Next I’m also going to talk in terms of their priorities. If I don't know what their priorities are, I’m going to ask them what are their priorities. Next, I’m going to validate them, and validation, it's a beautiful, very, very broad term that demonstrates that you're trying to understand without judgment the human being you’re engaging with. It doesn't mean you necessarily agree, because this isn’t about agreeing within just plain cadence. It’s about validation. It means understanding. Finally, I empower you with choice. Again, we do not give people choice unless we value them and there's affiliation.

Here's the fun part. If I know what your priorities are and I’m making myself available resource to your priorities and your prosperity, and I already know mine are because I've already labeled them before I’ve engaged. When I empower someone with choice, I'm empowering them with choice with naturally overlapping priorities, mine and there's, and then it's up to them whether they accept it or not. If they don't, that's fine too, because it's all about them, their timing, their perspective. 

Here's what I can guarantee, I can absolutely guarantee you if I know exactly what your priorities are. As again as I said again, long-term, short-term, personal, professional, and I'm making resources available for your success and prosperity in those areas. I guarantee you’re going to take that action. There hasn't been a time yet when it hasn't. Now what happens is, is most time triggers is that there’s a need to reciprocate by other individuals that you're a resource of their prosperity. You can’t keep a scorecard. 

One of the things I love to say is leaders don't keep score cards, because then there's an expectation or reciprocity and then you really did it for you and not them. I don't keep a scorecard. I give. I let go and I just wait. I just wait. It's really been pretty ridiculous when you honor on the core of the code, which is that healthy professional or happy relationship and you're an open honest communications, everything falls into place. It flows very, very easily. The more you create these healthy relationships with more and more people, they actually have – It's also a very calming effect on your own mind, because you can’t really engage people successfully if you're emotionally hijacked all the time, stress, anger, discontentment, resentment, frustration, all those things cloud our judgment. The code of trust clears the cloud and you can actually objectively see exactly path to where you're trying to go. More importantly, where others are trying to go.

[00:23:22] MB: One of the things you touched, and again, there are so many things I want to dig into from that, but one of the things you’ve touched on was this idea that in the counterintelligence world, in many cases, people either don't want to reach out to you or explicitly or trying to avoid contacting you and you have to almost reverse engineer them wanting to reach out to you. Can you talk about that strategy? More broadly about the strategy of getting someone's brain to reward them for engaging with you.

[00:23:52] RD: I'll start with your last question first, because it will be easier to answer the first. If I lose track of it, because as you can tell, I can talk forever about this and I get sidetracked in my own brain on it. So I apologize if I do. 

The goal for me at every engagement with everyone is to get their brain to reward them chemically for engaging with you. We've already covered how that works. If you demonstrate value and you demonstrate affiliation and you understand someone's priorities and you talk in terms of their priorities, and even more importantly, if you have resources for them to move forward on those priorities and their own prosperities, they define it, their brain is going reward them guaranteed. I guarantee you, shields will be down. There will be no resistance and they’ll be a great dialogue and conversation. Where it goes from there is really up to them and their tempo. 

It's a very simple concept that I just keep my mind is that what does every human being I'm engaging with, what do they need, want and dream of, and just make sure that I'm talking in terms of saying. Honesty is really the key of this too, because if you're making stuff up, do people pick up on that? Absolutely, and that's where you get that incongruence of the mind and the heart and the mouth of what's going on. 

When I do validations, I’ll only start our conversations specially if they’re going to be a little more challenging than others or if it’s a brand-new person I’m meeting. I always start out with a specific nonjudgmental validation of a strength attribute or action that I have witnessed in their life or in immediate time or anything. If I have nothing to validate in that opening statement, the biggest thing I’m going to do is I’m going to validate their time, because people's time is very valuable, and to have them share with me, I am beyond grateful for it. If I have nothing that I can validate at the start, I’m going to validate the time, because, again, I'm just very grateful for it. 

Now, translating that into working in counterintelligence, to me it’s really working anywhere that sometimes you can do with people that might not want to have a relationship with you. That’s completely okay. Matter of fact, one of the most challenging – Every now and then, you hit these situations where you got a cold call to try to get a piece of information or just a question answered on something and people do not want to engage with you. 

The first thing I do in those situations is I validate that, “Yeah, honestly, I understand how you don't want to deal with someone like me from the United States government. I completely understand. If you want me to leave you alone, if you just respond to this and tell me to leave you alone, I'll do it. But if not, if you can provide this and here's the reason why I'd like that, it might be of help to others. If that’s something that interests you, let me know. Again, just respond to me. If you don't want me to engage you, then I'll leave you alone. That way, at least get a response. What did I just do? I talked in terms of them, their priorities, because what’s their priority? Leave me alone. 

Again, I don't judge – I can’t judge whether that priority is aligned with yours or not. Who cares? It's all about them? Those are the ones that are resistant. But in all honesty, the times that happens are exceptionally rare, exceptionally rare. Again, if you're talking in terms and figuring out what someone's needs, wants, dreams and aspirations are, personal and professional, and you're talking in terms of those, you’re seeking to understand those, you're validating those and you bring to bear resources to further those for them, why wouldn't they talk to you? The only reason they wouldn't is either they lied about their priorities, their subterfuge or some other thing that they didn’t make you aware of. Again, it's not what you did or didn't do. It's all on them and it's not going to be a very good relationship anyway, because they don't want one. Why force it? You can save a lot of time and just break contact. 

Then even in those instances, you got to leave them feeling better for having met you and having to engage with you, those brain rewards. Why? Branding. Branding is everything. I have no problem if someone tells me they don't want to talk or don't want to share or don't want to cooperate, because it's not you. It’ll be someone else no. I will never get another one else if you break contact with me and I ruined your day. I mean, just think about this. Say you met me and we had a conversation 9, 10 o'clock in the morning and it went horrible. I tried to convince you of things. I could try to cajole you, try to manipulate you and you just walk away feeling horrendous. 

Whether you even talked about me or not for the rest day, it put you in a bad mood. Now everyone you touch in your entire sphere of influence that entire day or even a couple of days, maybe a week, maybe a month, who knows? They’re touching you and seeing stress, anxiety, all the negative emotions you cause and it leaks out where it came from. It came from the engagement with this Robin guy. Now, in contrary to that, if I leave you feeling better for having met me and I made you feel great for the conversation, your brain is rewarding you, I demonstrated your value, I’m talking in terms of your priorities. Even if you say no, you don't want to cooperate or have a relationship or if you're in sales, buy what you’re selling, and if you’re completely find with that and you let it go. Now, for the rest of the day, weeks, month, again, someone's leaving the engage in with you with very positive emotions in a great state of mind and people like to feel that way. They're going to start seeing that. In other words, you caused a calming effect here. It's going to cause a calming effect in their entire sphere of influence. Again, that goes to branding. 

I never think ever about just the one person I'm engaging with. I think about their entire sphere of influence from that point on. I always want good branding. Again, if someone doesn't want to engage, that's fine. It’s funny, because when you empower people choice, people walking away and not dealing with you. How many times I've actually had someone walk away and not want to deal with me. Zero so far since the code of trust. Why? Because I keep talking in terms of them. 

Think about this. On average, think to yourself, how many times a day do you hear words in every single statement that someone says they're completely you? Meaning, is someone asking your thoughts and opinions? Is someone talking in terms your priorities? Is someone empowering you with choice? Is someone validating your thoughts, ideas and context of how you see the world in every single statement you say? No. I mean, on average, even our closest friends and family may be do it 2% to 5% a day. 

When you actually do that 100% of the time when you’re engaging with someone, and so every statement come out of your mouth, their brain is rewarding them for you for being around you. Why wouldn't they want to be around you? 

[00:30:02] MB: One of the core principles of inspiring people is the idea you’ve just talked about, which is essentially this notion that if you focus really deeply on other people, making your statements about them, speaking in terms of their priorities, seeking out their thoughts and opinions in a very biological sense, their brain is releasing hormones and chemicals that are making them like you, want to engage with you and want to be part of what you're doing.

[00:30:27] RD: 100%. Again, it goes evolutionary psychology. The ancient tribal brain gets rooted. The best analogy I can give without going into – I think it was April, around 2012 that Harvard did this study where they actually wired up people's brains and saw that when people were talking about themselves and their priorities, dopamine was released. But the easiest demonstration you can do with this is – I always ask this question when I'm dealing with a crowd that I'm engaging with and training. I always ask, “How many of you have actually traveled overseas for pleasure?” A lot of hands go up. I said, “Great. What happens when you bump into another American?” Without fail, everyone starts smiling or laughing. Yeah, because what you initially do is you ask, “Well, where you’re from?” If they’re from anywhere even near your state, you start collaborating and thinking about things that you’ve been doing in the same areas. You start thinking about places you might've traveled in the same timeframe. Then you actually start talking about so and so. You keep trying to build linkages because your brain is saying, “Ah! Someone from my tribe,” and it brings comfort. So we keep trying to build that comfort. 

That’s why when you go to anyplace and you’re taking training or you're given a conference or even in a crowd, we generally coalesce into our mini-tribes. When I give training to law enforcement or something, all the different departments, they sit together. You don't have to tell people where to sit. People clump together according to their comfort and their tribe. It's a natural human reaction. So knowing that, you can actually use your language to demonstrate that affiliation. I mean, that’s what people do all time. I mean, everyone someone shares a story or an anecdote, which is most of life when engaging, all you’re doing is demonstrating value and demonstrating affiliation and people just are so anxious to tell their side of the story to tell the thing that they did on the weekend because they’re seeking that validation and acceptance as well. They’re not even listening to anyone else. They’re just waiting for people to shut up so they can tell their story. Again, because the brain is saying, “Go. Go. Go. Go. Go. Go.” 

[00:32:21] MB: Fascinating insights from Robin. Now that we've heard about the powers of the light side, let's dig into the dark side in our conversation with Chase Hughes. 

[00:32:34] MB: We’re really excited to have you on here today. For listeners who might not be familiar with you and your story, tells us a little bit about your background and the world that you come from. 

[00:32:44] CH: I’m in the military and grew up in the military pretty much. I went to military school when I was a kid, and around the age of 19, I had this kind of epiphany experience to where I finally got the realization that I didn't really get human behavior, and it was at a bar. I went home that night and I remember spending hours on Google just printing out every document I could find. It just went on there, I typed in how to tell when girls like you, and that was the catalyst that served for me learning all of these and just kind of getting so deep into this. 

[00:33:25] MB: You've obviously gone very, very deep in this. Tell me about – You named your book The Ellipses Manual. Why ellipses and what does that mean?

[00:33:34] CH: We chose to name the company Ellipses because I think it's a grammatical or punctuation symbol where you have the three dots, and the meaning of that is just removed or omitted language or language that isn't there. I also just thought it sounded cool. We use that as a company name just because it kind of has a little cool back story to it.

[00:33:58] MB: You mentioned that you kind of started going down this rabbit hole by Googling how to tell if women were interested in you. I find that really fascinating. Pick up and that kind of associated world is something that I've done a little bit of research and digging on and it's amazing all of the different kind of behavior patterns and things that you can really pick up on. Tell me a little bit about how that informs your journey into understanding a lot of the nonverbal elements of human behavior and how to kind of design and engineer human behavior.

[00:34:30] CH: Well, when I first got started doing body language reading, it was very revealing because I spent a lot of time on it and it got to a point where at first it's depressing almost at the beginning, because you just see that every human being is suffering in one way or another. I think that we’re all suffering so much that seeing the way that someone hides their suffering is usually the most powerful and revealing piece of information you can get. After that period, it kind of just humanizes everybody to the point where you can see those weaknesses or those fears or insecurities and it's not a point of looking down on someone because you can see all that. It's a point of just that guy is just like me. That guy who used to be threatening is just as scared as I am in this situation or just as flawed as I am. 

Seeing that was just a huge eye-opener for me that changed the way I see people forever. I wanted more of that and it's very addicting especially when you really dig into it and spend some time learning behavior. 

It got to the point where I started doing social profiling and behavior profiling, and then I got into conversations in how to analyze what people are saying, and then it got into like the hypnosis aspect of it, and then it got into behavior engineering, and then interrogation started coming into it that kind of intertwined with some stuff I was doing. It was just kind of a long snowball effect of information that all kind of revolved around the main theme of trying to discover how vulnerable all of us are. In the end, it's kind of scary to see we all walk around thinking that we've got some kind of firewall mechanism or some kind of antivirus system to where we know BS when we see it, but we don't. Just seeing through the development phase, like just seeing how weak we all are or how vulnerable we all are is a truly shocking revelation. 

[00:36:54] MB: Tell me a little bit more about that. When you say seeing how weak and vulnerable everyone is, what does that mean and how did you come to that conclusion? 

[00:37:03] CH: I wanted to see with persuasion. I wanted to see how far we could go. I thought like the end, like the greatest thing — This was maybe 10 years ago. I thought the greatest thing that we might be able to do this by creating a Manchurian candidate in real life. It turns out it's been done before in a much different way where they used drugs and all kinds of dangerous stuff, but I thought maybe that there is some therapeutic applications of that. Maybe we could work on depression or even schizophrenia with that kind of stuff. Going through that with the vulnerability aspect that you just asked about, I specifically mean how we can be talked into doing things that are not in our best interest very easily. 

[00:37:52] MB: Give me an example. How can somebody be either sort of manipulated or hacked into doing something that's not necessarily in their best interest? 

[00:38:02] CH: A good example would be if you look up people that are hypnotist bank robbers that go up to the bank and use some really just preschool level skills. Of course, the guy might be really suggestible behind the counter, but I think an example of that would be you talking someone into doing something against their will, like buying something or going home with someone or using the skills for a business negotiation or at a job interview. 

[00:38:35] MB: I want to dig in to specifically some of the tools and strategies around how to engineer that type of behavior. What are some of the tactics that you’ve seen from your research, from your work in the military engineering human behavior that can help people either recognize when someone is trying to do that to them or use some of these strategies to influence others? 

[00:39:01] CH: Sure. I can give you guys some basic ones. I want to touch on this real quick if you don't mind me going off a little bit here, Matt. When we see like one of those articles online about learn body language quickly, or like quick tips to do X, Y, and Z, I think a lot of us grossly underestimate how much work is usually involved in mastering something or being really good at something. 

If you take a piano for example, there're plenty of videos on YouTube where you can just walk through a song. You know what I’m saying? 

[00:39:37] MB: Yeah. 

[00:39:37] CH: To where you could just walk through a song and you might be able to maybe impress a few people for 30 seconds at a party, but to get really good at this you'll need an investment and time. One of the things that I always kind of compare this to is like the first level would be like the paramedic. He knows some basic skills just enough to kind of be dangerous, and then you have a nurse who studied for several years, then you have a doctor who studied this in depth. Way down at the bottom, underneath the paramedic, you have the guy who watches like Gray’s Anatomy and thinks he's a doctor.

I think that just estimating how much time it will take is usually if you think it’s less than a year to get really good at this stuff. I would say more power to you, but this stuff is incredibly complex and it’s far more complex than a piano. In fact, if you can imagine mastering a piano and then every time you sat down at it, the keys were in different places. That’s kind of where we’re at with just basically human behavior engineering. 

With body language and behavior profiling, that's what makes the difference between really being able to influence someone and just knowing a few tricks, because if you read any influence book nowadays they’re going to give you all these methods that are supposed to work for all people, but every single person that you talk to is different and is fundamentally different from the core of their being. If you can't see that and you can't profile that and kind of tailor what you're saying and doing to meet that person's needs or their fears or weaknesses, whatever you’re trying to do with that person, you’re going to get some really basic level of success. That's why we tried to integrate every single part of this, every aspect inside of the ellipsis manual to be able to get that engineered scenario to where you can create an outcome that you'd like. 

For your listeners specifically, I would say one of the main things you need to start doing every single day is disengage people's autopilot response, and the autopilot response is basically the roles that we play or the hats that we put on. If you’re at work, you have a workout on and you talk to people as if you’re at work. It’s going to be completely different than the way you talk to your wife. It's going to be completely different than how you talk to your kids. 

We change roles throughout the day, and once we get into a roll, our neurons that have kind of connected for that role start to fire in sequence there just to where everything is kind of automated and we’re not really paying much attention to what's going on. When someone is in autopilot, it’s usually a role. So like an employee and a customer, that's one that you’re probably going to encounter every single day. 

I would say breaking someone's autopilot is the most fantastic way to start capturing that focus and the attention that you’re going to need, and breaking autopilot can be done with anything that breaks them out of their mental state. If you're getting a coffee at Starbucks and you ask really quickly which direction Northeast is, just to make them start — They've never been asked that question before. They start going internal to their head and they kind of break out of that employee mode for just a few seconds, and then you start doing what we call FIC, which stands for focus, interest and curiosity, which you want to develop in sequence. A really good technique for developing focus is just talking about focus. 

Does that make sense? 

[00:43:28] MB: Tell me more about that. 

[00:43:30] CH: Okay. I didn’t know how far you wanted to go in here. 

[00:43:32] MB: Yeah. No, I want to dig in. I want to learn a lot. Tell me about FIC and tell me specifically about how we can kind of cultivate each of those pieces. Then I still want to drill down a little bit more as well and kind of how we can break someone out of a pattern. 

[00:43:46] CH: Okay. FIC is focus, interest and curiosity. The first part of that is focus, and the easiest way to establish or get someone to start focusing on you is to have authority. I know you wanted to talk about that, and this would be a great segue to that. 

[00:44:03] MB: Perfect. Let’s dig in to authority and then we’ll come back to FIC. 

[00:44:08] CH: Great. Let's talk about focus. The main way, the number one way that human beings start to focus on something or view it as important is when someone has authority. Authority is probably the most important thing that you can possibly master. There's a thing in our brains called a reticular activation system or the RAS, which is kind of like a precursor to the fight or flight response. This RAS is consistently looking for threats, things that are threatening to you or things that are socially valuable. If you're in a doctor’s office, all of your attention is going to go to the doctor. If you get pulled over by police, all of your attention is going to go to that person. If you're sitting in a restaurant and George Clooney walks in and starts talking to you, all of your attention, no matter what you were doing is going to go to George Clooney. That has to do with social authority or perceived authority.

My goal is to try to convince your listeners that authority is more important and more effective than influence. The main reason being that — Are you familiar with the Milgram Study? 

[00:45:24] MB: Oh, yeah. Definitely. 

[00:45:26] CH: Okay. Just for your listeners who haven't heard of this, this was done at Yale University. It was by a man named Dr. Stanley Milgram whose parents were refugees from the Nazis. He came to America and he did this study where a guy walks into a room and they say, “This is a learning experiment. There's a guy with a lab coat on and they're taking down notes on clipboard,” and he says, “You’re going to shock this guy in the other room,” and every time he gets this set of words wrong so to speak. 

The guy goes in the other room, gets hooked up to a shocking machine and this other guy who’s being experimented on is sitting there, he’s supposed to shock this guy on the side of this wall every time the guy gets words wrong. Td the guy just keeps repeatedly doing it and the guy continues to ramp up the voltage in accordance with the instructions of the guy wearing the lab coat. It turned out that almost 80% of the people who did this experiment shock the person on the other side of the wall to the point of death. To death. Social psychologist, before the experiment was conducted, estimated that .011% of people would shock someone to death, and it was almost 80%. 

A lot of people got some stuff out of that and they got a lot of scientific research out of that, but I took away something completely different. Of course, they got away like people who say, “I was just following orders,” like a lot of Nazis did after they're brought in front of a tribunal for war crimes. 

Think about the authority aspect of this. A guy just standing there in a gray lab coat tells you to shock another human being to death and you do it. Stand up and leave, you don’t protest. Of course, everyone — 100% of people would say, “No. I would never do that,” but then 80% of people do. 

A man with no medical name tag on, he has no identifying marks other than he’s just wearing a tie and a lab coat and he's uttering phrases, he’s not ordering anyone to do it. He just speak in phrases like it's important that the experiment continues or it's important that you continue. Just little phrases like that. 

Let's go back to influence and contrast these two things together. With influence, it might take you two hours to talk somebody into buying a new car per se. A guy in a lab coat in less than 45 minutes suggested that a stranger kill another person and they did it. 80% of people, which is better than most sales numbers. That's with no neurolinguistic programming. No hypnosis. No Robert Cialdini influence methods. None of that, and you just have that tiny bit of authority, just that perceived social authority. The guy was a nobody, he was just a volunteer who was an actor. Just that is enough to convince a stranger to commit murder, that tiny bit of social authority. 

[00:48:40] MB: That's fascinating. The Milgram experiment obviously is one of the kind of groundbreaking and fundamental experiments in psychology. For listeners who wanted to get it, we actually have a previous episode which I’ll link to in the show notes where we go super deep on the authority bias. I'm curious, tell me what are some — You write about and talk about the idea of hacking this sort of authority and how we can create it. What are some of the factors that we can use in order to hack authority? 

[00:49:06] CH: There are five basic qualities that dictate authority, and one of them is interchangeable. I’ll give them to you now. There are dominance, discipline, leadership, gratitude and fun, or just having a sense of adventure. The first one, dominance, does not mean being domineering. You can be dominant and still be completely supportive and nice to everyone around you. It's a common misconception that you have to be mean or serious all the time in order to be dominant. You can be a really fun person and just be a natural leader. 

The only thing that dominance can really be replaced with is ambition. If you think about like a starving artist who is opening a new art gallery or something like that. That's the only thing that we found that can be replaced. Those five qualities really dictate whether or not other people will respond to you, and especially the opposite sex. Whether or not you will have that automatic kind of obedient response, and it’s not necessarily an obedience response. What happens when we get exposed to authority, we go through what Dr. Milgram called an agentic shift. While this shift is taking place, our brain actually shifts responsibility for our own actions on to the person that's telling us to do something. That is profound, and I think a lot of people really look over that piece of information when they read the research. A person makes a shift to where they no longer feel responsible for their actions just in the presence of someone they think might be an authority figure. 

Developing that level of authority takes time and I it’s hard for me to get that point across to my students sometimes that somebody will come up and say, “Hey, man. I want to fly out there and do training with you for a few weeks.” Somehow they’ve got all the money to do that, but they're the type of person who's got a pile of dishes in the sink. They’ve got clothes piled up in their bedroom. I know for a fact this guy does not make his bed every day. He doesn't even trim his fingernails. He doesn’t even have his own wife together and he wants to come and learn how to take control of another human being. 

You have got some master yourself first, and with the students that I teach for private coaching, we have a few steps that you need to master environment first if you're trying to get this authority. It has to start with the environment. It has to start with cleaning your house, living in a clean place, hanging out with good friends, then mastering your time, keeping a planner and really sticking to it and starting to learn how to discipline yourself into habits, because discipline only needs to last long enough to get the habit done, and then you’re good. Then you can kind of cool off a little bit. You just only do one at a time. After you master the environment, then it becomes mastery of time, and after time you start to master your mechanics every day. What you're studying and mastering your attention span. You pick one thing to do every day. Today I’m going to study whether or not people are breathing from their chest or their stomach. Today I’m going to watch pupil dilation. Today I’m going to do X, Y and Z. 

Developing the authority is almost more important than learning any kind of influence method. I know a lot of people really are into influence and they’re into learning sales, but if you don't have that authority or you basically don't have your “shit together” you won't get the results you want. 

I would like to suggest if your listeners could just try this on for a month or two, that the results you want socially, the results you want from other people, especially when someone’s into studying influence, those things start to happen as a byproduct of you just making your life better and starting to master authority. 

We have one chapter in the Ellipsis Manual called authority, and it talks about this and it’s got a step-by-step system and it’s got a bunch of ways to kind of hack it. I'll give you a couple here if I'm not droning on too long here, Matt. 

[00:53:40] MB: No. That’s perfect. I'd love to hear some of those strategies. I think that’d be great. 

[00:53:44] CH: Okay. If you just want to start mastering authority today, start to express genuine interest in other people and make them feel interesting, not interested. Find out what they're excited about and remember the phrase leadership through support. Leadership through support. You have to make the other people understand that you are genuinely interested in them, and that level of interest will start to help you get more comfortable with having authority over other people. 

Because as soon as someone who’s new or just start studying this, they get that first taste of authority or somebody completely goes into the agentic state in front of them. It makes people immediately pull the plug and start to back out. It's a strange feeling, especially when it's your first time. Not necessarily having control over another human, but having that authority for the first time is strange, but it addicting, so it’s a good thing especially if you have good motives and you want to help others.

I would say especially with people who are the alpha male types who I would not describe as alpha males, but the people who we think are alpha males are usually not the alpha males. They’re the ones who want people to think they’re alpha males, because it’s usually the tiniest, the smallest dogs that barks the most. The Chihuahuas always worried about getting attacked, and the giant dogs don't really feel the need to bark. 

Dealing with those type of people, try what we call the Colombo method. I don’t know if you're familiar with that show, Matt. 

[00:55:30] MB: Yeah, the old detective show. 

[00:55:32] CH: Yeah, it is fantastic. I would say that is the point where you need to make some deliberate expression of insecurity. Then you can still have authority and you can still make deliberate errors, like maybe look insecure on purpose or make a deliberate social error, like your shirttail is hanging out or something like that. Those people need to feel dominant at the beginning of a conversation in order to relax. 

It works the same in an interrogation room. If I paid a police officer to yell at me like I was in trouble as I was walking in the room or I tripped on purpose or had a giant coffee stain on my shirt. It depends on who you're talking to. I would say start working on yourself immediately. That is going to be the game changer for you. We tend to seek things outside of us. All of these stuff we see on the Internet, we think the products or the things are going to make us better, but I strongly encourage your listeners to start from the inside out, especially when you're learning influence. That will help you basically to talk to strangers every day. I think using that level of social skill, you should be talking to a stranger every single day. You should make it a goal to discover a fact about a stranger in your area every single day. 

[00:57:00] MB: I love that strategy, and something that I'm a big fan of is kind of the idea or rejection therapy and the whole notion of constantly be sort of putting yourself out there failing, talking to people, pushing your comfort zone and even something as simple as talking to a stranger every day can be a great way to start to get outside that comfort zone and work on your ability to interact and connect and talk to people. 

[00:57:23] CH: Absolutely. I think the conference zone thing is really what's going to hold people back, and starting a conversation starts to get easy, then you need to take it to the next step, because you’re back in your comfort zone once it becomes easy. Then you need to start going further. 

[00:57:41] MB: Wow! Some incredible philosophies and tactics on both sides of the fence. I hope you enjoyed this week's unique episode and don't forget to go to successpodcast.com, sign up for our email list and shoot me an email. I'll let you in on a secret. Am I on the side of the light or am I drawn to the power of the dark? 

See you on the next episode of the Science of Success. 

Thank you so much for listening to the Science of Success. We created this show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Thanks again, and we'll see you on the next episode of the Science of Success.

February 13, 2020 /Lace Gilger
Influence & Communication, Weapons of Influence
Julian Treasure-02.png

How To Unlock the Hidden Potential in Any Conversation with Julian Treasure

January 23, 2020 by Lace Gilger in Influence & Communication

In this episode we show you the power of listening, teach you to transform how you listen, and unlock an incredible set of communication skills that almost no one uses or understands with our guest Julian Treasure. 

Julian Treasure is the chair of the Sound Agency, a consultancy firm that advises worldwide businesses on how to effectively use sound. Julian has delivered 5 TED talks with more than 100 million views about listening, communication, and the effect sound has on the human brain. His latest talk, How to speak so that people want to listen, is in the top 10 TED talks of all time.  He is the author of the book Sound Business and How To Be Heard. His work has been featured in Time Magazine, The Economist, and many more.

  • Hearing is a reflex. It’s like breathing or your heart beating. You hear everything to the extent that you’re physically able to. 

  • Sound affects you before your process it consciously.. and we respond faster to sound than we do to sight. 

  • Listening is two key things

    • Selecting what to pay attention to 

    • Making those sounds mean something

  • It’s a grave and common mistake to think that everyone listens like you do. 

  • Listening is an action.. but it’s more than an action it’s a skill. It’s something you can become better at. 

  • Most people think no work is required to listen. 

    • Ask yourself: What’s the listening I’m speaking into?

    • Are you speaking to one person? Are you speaking to someone who is elderly? Are you speaking to an audience of hundreds of thousands of people?

  • There are two components to communication… Sending and Receiving. 

  • As a society we often focus primarily on the sending side.. hearing and listening is an underplayed card.

  • The best speakers are almost always very good listeners.

  • It’s not enough to send the message, you have to make sure it gets received on the other side. 

  • You have filters that shape the way you listen.

  • The spectrum of Critical Listening vs Empathic Listening

  • Speaking and listening are like a yin and yang - they are in a dynamic circle and interrelate to one another. 

  • Spend time thinking about the current listening filters that you have in place. Your language, your culture, your family, etc. 

  • Speaking right after lunch is the “graveyard slot” 

  • Self awareness, consciousness is a cornerstone of this 

  • What should you do if you’re scared of public speaking?

  • Listening is the sound of democracy. We have to be able to live in civilized disagreement. 

  • If you want to be a powerful communicator you must rid yourself of these two habits

    • Trying to look good… it’s too shallow. 

    • Being right. 

  • The four keys of powerful public speaking:

    • Honest

    • Authenticity

    • Integrity

    • Love

  • If you know everything what are you going to learn? Not much. 

  • It’s scary being a human being.

  • Looking good and being right make you feel better. But you have to let go of those drives to grow as a human… they inhibit communication and growth. 

  • How do you formulate and articulate your ideas with clarity and power? And get them accepted. 

  • Have an intention when you’re speaking and communicating with other people. 

  • Is content or delivery more important in being a really powerful communicator? 

  • “Say Say Say”

    • Say what you’re going to say: “This is an email asking you for this, this is the reason.”

    • Then say it.

    • Then say what you said. 

  • The powerful “RASA” framework:

    • Receive, appreciate, summarize, ask 

  • Summarizing is like closing doors in the long hallway of a conversation. 

  • “I would like to speak about this, because…”

  • There are probably billions of people who have never had the experience of being truly listened to. True listening is almost a form of meditation. 

  • It’s giving someone a great gift to give them 100% of your attention. 

  • “Tell me more is a great first question”

  • What is biophilic generative sound? And how can we use nature sounds to improve our working experience. 

  • “Wind water and birds” are the cornerstones of biophilic background noise… gentle waterfalls.. babbling brooks.. and birds singing. 

  • The sound of water is an important, pure, beautiful sound. 

  • Generative sound.. similar but not the same. 

  • “Biophany” the sound of nature. 

  • What kind of work do you want to do? Concentration, collaboration, communication? You need a different soundscapes. 

  • Sound changes your body in many ways. 

    • Heart rate

    • Feelings

    • Cognitive impact

    • Behaviorally

  • Take responsibility for your own soundscape. 

  • If an office or a retail store had a terrible smell. It would be a serious problem. Yet we tolerate terrible soundscapes every day. 

  • What to do if you’re in a bad soundscape?

    • Move

    • Block

    • Accept

  • Homework: Ask yourself what’s the listening that you’re speaking into?

  • Homework: Go and listen to someone that you love, and really listen to them, don’t do anything else, don’t be distracted, give them your 100% attention. It’s an amazing gift to give. 

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Julian’s Website

  • [Course] Speak Listen Be

  • The Sound Agency

  • Mood Sonic

  • Julian’s LinkedIn, Twitter, and Facebook

Media

  • Julian’s Udemy Courses

  • We Edit Podcasts - “How To Capture Your Podcast Audience + A TED Talk By Julian Treasure” by Mia Breunissen

  • The Prospector Daily - “Understanding environmental psychology helps students with productivity” by Sven Kline

  • The Globe and Mail - “We feel what we hear: The impact of sound on our well-being” by Jessica Leeder

  • Peakon - “Communicating More Consciously: Belong Q&A with Julian Treasure” by Camille Hogg

  • iMpact - “How to Speak So People Actually Listen [+Video from Julian Treasure]” by Nick Bennett

  • Spot.IM - “Our 5 Takeaways from Julian Treasure’s TED Talk About Conscious Listening” by Javier

  • How to Be Heard Book Site

  • [Podcast] First Clearing - Julian Treasure: Do You Hear What I Hear?

  • [Podcast] FranklinCovey On Leadership with Scott Miller - Episode #62 Julian Treasure

  • [Podcast] How to Be Awesome at Your Job - 224: How to Sound Amazing Daily with Julian Treasure (Creator of TED talks "5 Ways to Listen Better, etc.")

  • [Podcast] First Time Facilitator - One question you need to ask before you take the stage with Julian Treasure (Episode 45)

Videos

  • Julian’s YouTube Channel

  • Selling Made Simple / Salesman.org - How To SPEAK So People LISTEN In Sales

  • Goalcast - How to Speak with Power and Charisma | Julian Treasure

  • Tim David - Julian Treasure Full Interview

  • All TED Talks

Books

  • Sound Business by Julian Treasure

  • How To Be Heard: Secrets For Powerful Speaking and Listening by Julian Treasure

Misc

  • BBC Radio 4 - The Curse of Open Plan

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

In this episode, we show you the power of listening, teach you to transform how you listen and unlock and incredible set of communication skills that almost nobody is using or even understands, with our guest, Julian Treasure.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, which was a business-focused episode of the Science of Success, we shared how to recruit extraordinary talent and build a remarkable culture for your business with our previous guest, Dee Ann Turner.

Now, for our interview with Julian.

[0:01:37.6] MB: Today, we have another exciting guest coming back to the show, Julian Treasure. Julian is the Chair of The Sound Agency, a consultancy firm that advises worldwide businesses on how to effectively use sound. He’s delivered five TED Talks with more than a 100 million views about listening, communication and the effect of sound on the human brain. His latest talk How To Speak So That People Will Listen is in the top 10 TED Talks of all time.

He’s the author of the book Sound Business and How To Be Heard, and his work has been featured in Time Magazine, The Economist and media outlets across the world. Julian, welcome back to the Science of Success.

[0:02:15.2] JT: Thank you, Matt. I’m delighted to be back here.

[0:02:18.1] MB: Well, we really enjoyed our initial conversation with you and I know you’ve been doing so much stuff since we last spoke a couple years ago and it’s great to have you back on here. I’d love to hear what have you been up to since three or four years ago when you came on the show originally.

[0:02:32.6] JT: Well yes, the book How To Be Heard is one of the major things I have managed to achieve in that time. That was published and has been very successful. I created an audiobook actually, which I recorded here in a little studio in Orkney, which is where I live, a little island off the north coast of Scotland. Actually, that audiobook won both of the major awards for best business audiobook of last year, the Audie and the other one, which the name escapes me at the moment. It’s a set of initials.

I mean, that was very wonderful and very honored to have won those awards for the book. It’s a lot of fun reading it. It would’ve been a weird thing to have somebody else enact to come in and pretend to be me reading a book, so it just didn’t feel right. That was a big thing.

Created a new course, which is online now, which I think we probably talk about later on. The TED Talks have just gone on climbing and climbing. Yeah, as you said a 100 million. I mean, that is a big number. It continues to daunt me when I think about a football stadium full of people looking at me. It makes me very happy, because the talks are about becoming conscious. I really believe now there's a ripple effect, because everybody who listens, or watches one of those TED Talks will be listening a bit more consciously and more conscious of sound than what they say and how they listen. That ripple effect, hopefully will make a difference out there in the world.

Then finally, The Sound Agency has been very busy too. We've just launched a new thing called mood sonic, which is sound for office spaces, designed to improve well-being and productivity for I guess, there are a lot of people listening to this who have to work in open-plan offices and find it so difficult to concentrate in those spaces. Well, there's a lot of evidence now that they're actually pretty bad for us. The noise in the midst, the number one problem. We've addressed that with some biophilic generative sound. Again, I guess we can talk about what that really means in a little while.

[0:04:35.5] MB: Yeah, I definitely want to dig into that. Let's come back to this fundamental concept that you mentioned a moment ago, this idea of conscious listening. What is conscious listening and how can we be more conscious listeners?

[0:04:48.5] JT: Well, there's a great confusion I think for many people if they ever think about listening at all, which is to collapse hearing and listening. They're very different things. Hearing is a reflex. It's like breathing, or your heart beating. It's something that happens all the time. You hear everything to the extent that you're able to and to the extent that you're hearing is perfect. You hear everything from 20 Hertz to 20 kilohertz. You can hear an incredible range. It's about a trillion times from the quietest sound you can hear to the loudest sound you could tolerate, before it's actually really damaging.

You hear a sphere all around you 360 degrees. I mean, you can't see all around you, but you can hear all around you. It's your primary warning sense, that's why because you can hear things behind you, it goes very deep very fast right into the very lower parts of the brain, pre-cortical. Once you become conscious of the sound and it's already had effect by that time, sudden sound will have an effect on you before you process it consciously and we respond faster to sound than we do to site, by the way. Once you consciously perceive it, that's where listening starts.

With listening, what you're doing is two things; you're selecting certain sounds to pay attention to. You don't pay attention to all of the sound around you all of the time. Then you make those sounds mean something. Now that's where listening becomes really interesting, because we all do that in a slightly different way. One of the biggest things that I talk about a lot in terms of conscious listening is understanding that my listening is unique, so is yours Matt, so is everybody listening to this right now, all of your listenings are unique. It is a grave and common mistake to make the assumption that everybody listens like I do. That's at the root of a huge amount of miscommunication in the world.

People don't listen like I do. Only I listen like I do. I need to be conscious of that and of the fact that I'm speaking all the time into a listening, which is different from mine. Once I start to appreciate these nuances, two things become possible; one is I can be more sensitive to the listening I'm speaking into and that's a huge secret to powerful speaking, effective speaking. The other one is I can be conscious that I'm actually doing something when I'm listening. It's an action. More than that, actually it's a skill. It's something that I can work at, perfect, become better at. Just in the same way if I want to play the piano or play golf, I have to learn these things, so I have to practice and I have to become better at them. Well, it's the same with listening. It's a skill.

Unfortunately, for the vast majority of people on the planet they think it's natural and no work is required, that we all do it in the same way. That's very untrue. That's what I mean by conscious listening primarily is understanding that I'm actually doing something when I'm listening. That's the biggest opening to understanding how to listen better.

[0:08:10.2] MB: Such an important point. I really love the idea that it's a grave and common mistake to think that everyone listens the same way that you do. I see that so frequently and it's really as you said, at the heart of so many communication problems.

[0:08:27.5] JT: Definitely. Definitely. Once you get this idea, I talked about it in the book, in the course and with you – and when I'm doing talks to audiences, that once you get the idea, you speak into the listening, whether we're in a one-to-one conversation, or whether it's one-to-many, whether I'm having a chat my with my family, or whether I'm standing on stage talking to thousands of people, there's a listening. If it's one person, that's a personal listening. If it's a lot of people, it's a compound, a gestalt listening, which comprises all of the individual listenings.

Once you start asking yourself that question, the key question, what's the listening I'm speaking into? That is such a great habit to be in, just asking yourself that question all the time. Then you become immediately attuned to it and you're able to speak in a more appropriate way. I mean, to give you an example, I might be speaking to somebody who's elderly and who has a slow pace, somebody who speaks like this. If I'm speaking really quickly, that's my natural style, it's just going to pressure them. They're going to feel overwhelmed and assaulted almost.

If I am listening to the listening, if I'm asking myself what's the listening, I can slow down and I can speak in a much more appropriate, empathic, sensitive way, and I will get the ball over the net far more times if I'm doing that, than if I carry on in my natural style assuming everybody's like me.

[0:10:00.0] MB: That's a really interesting way to phrase it, what is the listening that you're speaking into. I've never quite thought of it that way, but it makes sense to contextualize all of your communication to whether you're addressing that one person and what are their proclivities and how do they listen, or whether you're addressing an audience of hundreds or thousands of people.

[0:10:21.6] JT: Definitely, because there are two components to communication out there. There’s the sending and there's the receiving. We do tend to focus rather a lot on the sending. I mean, to give you an idea, my TED Talk on speaking has been seen by I think five or six times as many people as my TED Talk on listening. Well, that says something doesn't it? We're very focused on sending and hearing and listening as a sense, a very underplayed compared to speaking. It's a natural thing, I suppose. We want to make a mark, or we have more control perhaps over what we direct out. Maybe it's seen as more of a statement of who we are.

Generally, I have found and I think it's true from history that the best speakers are also very good listeners, because they're listening to the listening. They're conscious of who it is they're speaking to. Therefore, they speak in a more effective and appropriate way.

[0:11:20.0] MB: Tell me a little bit more about that connection between listening and being a powerful speaker.

[0:11:28.1] JT: Well, I interviewed several people for the book and it was a consistent theme that if you want to be really powerful in speaking, it's not enough simply to send. That's a little bit like if you're playing tennis, just whacking the ball over the net without paying any attention to where the other player is. If you want to send, if you want to have a rally for example, a friendly rally, you want to hit the ball towards the person. If you want to win the point, you need to hit the ball away from the person. You need to know where they are. It's just the same in speaking.

It's not enough simply to whack the ball over the net. What you need to do is to make sure it gets received at the other side. That is very much about understanding who you're talking to, the culture, the age, the background. We have these filters that we listen through. Not only can you become sensitive of those filters in other people, you can become more sensitive of those filters in yourself, which allows you to start consciously playing with them. There are things I call listening positions, which are very powerful ways of doing that. They have metaphorical places to listen from many stances or ways of listening, if you like.

To give you a couple of examples and I do these things in workshops. I mean, this is a really good example of how powerful listening is in its effect on speaking. One scale of this would be critical to empathic. Critical listening is something that we use a great deal in business. It's very useful. It's assessing, analyzing, discarding, what's in it for me? Or do I agree with that? Or where is this going? Or can I get this conversation to move in that direction? There's this little voice in the head going all the time.

Well, that's fine for business, but it might not be appropriate when you go home and you're with your family. Unfortunately, many people get rather stuck in a listening position like that and it becomes their default modus operandi. Well, if you become conscious of your listening position, you can move it and you could say, “Well actually, perhaps I would be better off in this conversation, because somebody's upset in front of me,” rather than telling them, “You shouldn't be upset. This is not reasonable.” This is a small event. Don't worry about it. Actually what I could be doing is going, “I really understand how you're feeling,” and just being empathetic, empathic.

I do that exercise in classes from time to time. I get half the room to go out, each working in pairs. Half the room goes out. The ones behind, I brief them to listen critically at the beginning, which is to say marking the person out of 10 in how well they're doing this. It's a really hard critical listening. Then when I say change, they move into empathic listening, really seeking to feel the other person's feelings. Then I bring the other half in and tell them to persuade their listening partner to go to their favorite place in the world on holiday this year.

They're very passionate about it and they start talking. It's like pushing water uphill. It's walking into the wind. It's really hard speaking into that listening when somebody's just sitting there, stony-faced, mocking you. The moment I say change, the whole dynamic alters and the person speaking suddenly finds that the conversation is lubricated, it's easy, it flows, it's exciting. They're getting feedback in the style of the raster exercise I talk about in my TED Talk, where there's this feedback for this little noises, appreciative noises and they're being given – There's a feedback loop established where the listening is drawing them out. That's a great way of explaining the relationship.

Speaking and listening are in a circle and it's a dynamic circle. The way I speak affects the way you listen, the way you listen affects the way I speak and the way I speak affects the way you speak, and the way I listen affects the way you listen. Now if we're not conscious of that, then we're doing ourselves a disservice. That's at the root of many people's frustration where they say, “Nobody ever listens to me. Or my thoughts across, or I can't make the difference I make because people just – they talk over me.” A lot of the time, that's at the root of it, not listening to the listening.

[0:15:59.3] MB: Tell me a little bit more about how we can start to try on these new listening positions, or even if we're stuck in a particular listening position, how we can start to move out of that.

[0:16:11.2] JT: Well, the first access to it which is one of the exercises that we do in the course and I think it's in the book, the first access to it is to become conscious of your filters. It's actually to spend a bit of time thinking about what the filters are that you have in play. Those filters come from the language you speak, the culture you're born into. I don't mean that in the broadest sense. I mean, that all the way up from yes, possibly, your nationality, but right down to the street you live in, or the micro-culture of your family, or group, or your friends, or the community that you're born into. Those definitely affect your listening as you grow up.

Then you accrete values, attitudes, beliefs along the way from your parents, from teachers, from role models, from friends and you select some and you discard others. That's where your road to this conversation has been different from mine, Matt, because you have selected different ones to me. I have no doubt.

Then situationally, we have expectations perhaps going into a conversation or any situation. We might have intentions as well. We might have emotions going on. There are things that change. Your listening changes all the time. It's not only different from one person to the next, but for each person, it's different through the day.

I often get assigned this speaking slot after lunch, because they know I'm reasonably proficient at this. That's well-known in the speaking world as the graveyard slot, because just after lunch everybody's gut is working hard, lots of blood is going to the gut, everybody's feeling sleepy, less engaged. It really is quite hard work to speak in that slot. You have to again, know that’s the listening you’re speaking in to and adjust your energy level and the interest of what you're talking about and engage people that bit more, because otherwise, it can be pretty – a pretty hard slog to connect with people.

That is the first thing to do is to become conscious of your own listening filters. Then once you're conscious of the filters, you can be asking yourself, and a lot of this is simply about being a more aware human being. It's about awareness. It's about mindfulness. It's about consciousness of what am I doing right now? Going through life on autopilot automatically in a sleepwalking state, I think is a great shame, because there's so much to experience. That's part of the message I have about sound as well, because sound is so rich and fascinating and amazing. Most people pay very little attention to the sound around them. Architects certainly do in the designing spaces, where they just focused on how things look, not on how things sound. Hence, my TED Talk about designing with the ears, as well as the eyes.

I think there’s this is tremendous richness in becoming more conscious every moment. It's one of the reasons why I love speaking on stage, because I think when you're speaking on stage, you're very, very conscious of everything you're doing, at least if you take it seriously and you really work at it; how you're standing, the gestures you're making, the connection with the audience, the feedback from the audience. It's a time of great richness of consciousness and it's not a time to be half asleep at all, because there are hundreds of people looking at you. It's important. You have something to say. You have a gift to give them.

That's one of the reasons why I love that experience. I know that's different from many people who actually have a fear of standing up in front of people and talking. Well, for those people, practice makes perfect. There are cures for nervousness and so forth. It is an amazing experience if you want to become a more conscious human being.

[0:20:13.3] MB: It's amazing how important self-awareness is to underpinning consciousness and really giving you the ability to look at yourself and figure out, “Where am I struggling? What am I doing? What biases do I have? How am I acting and being?” In any situation, whether it's listening, or even throughout our lives. It's amazing. Self-awareness is such a critical skill, such an important tool for all of these things.

[0:20:42.0] JT: Rather rare, I think in the world. Unfortunately, we're seeing politics which really started on my side of the Atlantic and then went over to yours; politics of shouting, of polarization, of caricature. That's a long slippery slope. The media involved in this, is this merry dance of politicians speaking in sound bites, because they get interrupted so rapidly by aggressive attack journalists and the journalists getting more and more impatient, so we get this shorter and shorter attention span.

The old idea of rhetoric, or reasoned debate completely gone really. Now we're dealing with diplomacy in 90 characters or a 140 characters and it's all shouting, which is very sad. I mean, politicians go off and have talks. I wish they'd go off and have listens, because I think listening is the sound of democracy. For democracy to exist, we have to be able to live in civilized disagreement. There's a great quote by Barack Obama. He said, “I like to speak with people, especially when I disagree with them.” There aren't that many people who have that attitude.

I think the Internet and the way we now learn things is making this more extreme, because we don't browse. We don't go out there and examine all the possible arguments for a proposition. We go out there to seek justification for our point of view, to look for people who agree, “I knew I was right about this.” Unfortunately, you get people more and more entrenched, hence trolling and so forth. People, this is hatred. It comes from one of the two big things, which I talk about a great deal, which are two of the biggest holes in the bucket if you want to be really powerfully received by people.

There are two habits, which I think are massively destructive; first, looking good. We all like to look good. If you’re standing in front of a room full of people and your focus is on looking good, it's so shallow. People can tell. I've seen TED Talks where it's clear the person has been so rehearsed and is so mannerized that every gesture has been programmed and considered. It doesn't feel right. That's why I talk about the four keys of powerful speaking, which spell the word HAIL, honesty, authenticity, integrity and love. The authenticity is really important; just being yourself. I think that's a big part of the idea of public speaking.

The other really destructive habit I think, and that's the one I'm talking about when I'm talking about politics and polarization is being right. We are getting addicted to outrage. Outrage is very significant, because the easiest way for me to be right is to make somebody else wrong. If I engage in modern media a great deal, there’s a huge amount of making people wrong. Who's to blame? This is disgusting. This is disgraceful. This is outrageous. I am right. They are wrong.

Being right makes us feel better about ourselves, but unfortunately, it's such an adversarial way to be and there isn't. You can't be right all the time. In fact, if you want to be a learning conscious human being, it's very important to be able to say, “I'm wrong, or I don't know those rare words these days.” There's an awful lot of I know people. Have you met those? It's very difficult if you're around somebody who is professionally impossible to impress. “I know. I know. I know.” If you know everything, what are you going to learn? Not much.

Being right, looking good, those are two things to look out for. They give rise to what I talked about in the TED Talk, the seven deadly sins are speaking. It's all based on fear fundamentally. We are fearful entities. It's scary being a human being, many ways; worrying about what people might think of us, or I'll be doing the right thing, or which knife do I pick up, or how do I behave here, or how do I address this? There's a lot of scary stuff just in social interaction, let alone the millions and millions and millions of people in the world who are seriously scared, because they live in war zones, or they don't know where their next meal is coming from.

It is scary being a human being. I totally understand how looking good and being right make us feel better. I do think it's a big part of being a conscious human being to be aware of those drives and to resist them as far as possible, because they are not good for communication, they're not good for listening. Listening is the doorway to understanding and that is something we need a lot more of in the world today.

[0:25:33.3] MB: I couldn't agree more with both of those things. In many ways, those are two of the fundamental challenges that inspired me originally to create this podcast. There's so many people that are focused on being right, instead of trying to find out what's true. They're focused on looking good, instead of improving and learning, and many ways, echoes the classic fixed mindset from all of Carol Dweck's research. Those are such important challenges.

You bring up a tremendously valuable point, which is that they both of those things inhibit you from learning, they inhibit you from growing, they inhibit you from really understanding other people and being able to communicate with them.

[0:26:15.2] JT: Definitely. I mean, my whole purpose in life is to grow each day. As long as I can put my head on the pillow at night and say, “I learned something today, or I learned how to not to do something bad, or I learned how to say something better, or I had a new thought, or had an idea growing,” that is surely purpose. I think those two habits are enormously damaging to anybody who wants to grow.

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[0:28:11.6] MB: I want to change directions a little bit and talk about some of the other themes and strategies from your work that I think are really important and interesting. One of them is formulating ideas with clarity and power and getting them accepted. How do you think about crafting, especially in the context of what we were just talking about in the world where there's so much noise and so much shouting, how do you think about really powerfully communicating and developing ideas?

[0:28:43.8] JT: Well, there are systems for that of course. A lot of it is coming from the original question we talked about, what's the listening I'm speaking into? The first thing to consider is whom am I speaking to? What are their needs? Intention is very, very important in this. There are several intentions at play when you're speaking to anybody. There's my intention for this conversation. I need to be clear about that. There's their intention for the conversation and I don't know that. I have to guess it. There's my intention for them as well. What is it I want them to get out of this conversation? It's not all about what I want to get out of it.

I've got my intention for me, my intention for you or whoever I'm speaking to, and then I have to guess your intention for you. You may have an intention for me as well, but that's even harder to guess. That is the trick, because if you're guessing what the other person's intention is and if you're clear about your own intention, you can align. That really is where powerful communication comes from. It's consciously aligning.

I think you can make contracts with people. Matt, do you have five minutes I need to talk to you? Well, that's a contract. If you say yes, then I know I have got your attention. It's amazing how often we simply barge particularly an open-plan offices, how often we barge into people's spaces and start yammering away when it's really inappropriate. No wonder they don't listen. They're trying to do something else. We are an intrusion.

As Professor Jeremy Myerson said when I was doing a BBC radio documentary on open-plan offices called The Curse of Open-Plan he said, “There are no rules for this environment of open-plan. The postman doesn't come barging into your house and dump your mail on your living room floor, but that's how we behave in open-plan very often.” It's a Wild West environment. That intrusion I simply doesn't work. 

Obviously, you need to be clear about the content. I asked Chris Anderson actually, the head of TED. When I interviewed him for my book, I asked him whether he thought content or delivery was the more important aspect of being a really powerful communicator. He said, “Well, they're both important. If forced to choose, content is more important.” Because if somebody is saying something blindingly brilliant and they're not a very good speaker, you bear with them. If somebody is talking rapid nonsense and presenting it in a brilliant way, that's just irritating. It's a shame.

I think that's true. There are many ways of designing content. I'm a great fan of the old essayists, maxim say, say, say. Say what you're going to say. I have a contract with you Matt, do you have five minutes? What I'd like to talk to you about is this and I'm hoping that we can agree that. You know what the context is for the whole thing, so you're feeling comfortable. You might say, “No, I don't want to talk about that.” In which case, we don't waste our time.

Incidentally, that's a huge mistake that is made by probably billions of people worldwide in e-mail. They give you all the background first. Dear such-and-such, this happened, this happened, this happened. About 17 paragraphs down, you get to, “So, I'd to ask you for this.” That's wasted, because I haven't got there. I just switched off ages ago. You need to start the e-mail with, “This is an e-mail asking you for this. Here's the reason.” There's a context and I think that's a very important thing as part of the contract of communication.

That’s say, say what you're going to say, then you say it. Then at the end, you say what you said. To summarize, the word ‘so’ incidentally is very important. I put it into RASA, that receive, appreciate, summarize, ask. Summarize is so a little word which is really powerful. Summarizing is like closing doors in the long corridor of a conversation. What I've heard you say is this, is that. Right. Yeah. Or in a meeting. What we've all agreed is this. Now we can move on to that. If you don't have a so person in a meeting, it can be a very, very long meeting indeed, going around in circles.

I think say, say, say is one of the most effective ways of ensuring that you communicate well, with a contract with the person to listen and maybe give them a reason. I'd like to speak about this, because it's going to give you this or it'll give us this. There's a there's a benefit here to both of us. Obviously, self-obsessed prattling is not going to be the most powerful form of communication. If it's all about me and I simply want you to admire me, again, we're back to looking good, aren’t we? That's not a great place to generate from.

[0:33:45.5] MB: A number of really powerful strategies and frameworks. I really like the say, say, say framework. Tell me a little bit more about RASA and what that is again and how we can implement that.

[0:33:58.2] JT: Yes. It's a strategy more for listening in conversation, but it affects both sides of a conversation. The R is receive, and that is actually looking at somebody. It's amazing how much fur or partial listening we do in the modern world. We often have a device in our hand. We're tapping. “No, I am listening to you.” “No. You’re texting somebody. That's a different thing. It's not listening.”

Scott Peck, the American author said, “You cannot truly listen to another human being and do anything else at the same time.” I absolutely agree with that. Do you know? I think there are billions of people on this planet probably who've never had the experience of being truly listened to. Partially listened to when I'm cooking or when doing something. “Yeah, I'm listening to you.” The radio is on, or I'm thinking about something else, or whatever it may be.

True listening, the R is looking at somebody and doing nothing else. It's a form of meditation almost. Not preparing my next brilliant bit of dialogue, not thinking, not judging, assessing, all of that stuff, simply listening to the other person. That involves body language as well. Facing them. It's very often the case that you're talking to somebody and their feet are pointing out at the door, or they've got the hand on the door handle. It's not a great place to be. Or they're slumped over looking at the floor, or they're supporting their head. I mean, that's always a warning sign in talks, which fortunately, I haven't seen that much, but I mean, I've seen a bit of it.

If you're speaking to a group of people, if there's a lot of people supporting their heads, the eyes are starting to go, you know that you need to up the energy level. Maybe it's that graveyard slot. The R is very important. It's giving somebody a great gift to give them a 100% of your attention.

The A is appreciate. It's little noises like, “Oh, really.” If you're in front of them, raised eyebrows, nods, bobs of the head, gestures, little mirroring, gestures, which show that you're with them and which oil the conversation. The S as I've said is So, the word so. Summarizing, so that you close those doors and you move on down the corridor with them. The A is ask; ask questions before, during, after. It shows engagement and it allows you to tease things out and to help co-produce the conversation. “The aspect you've mentioned that I'm really interested in is this. Could you say more about that?” You can actually help to make the conversation more interesting and help the person to give you better value by steering it in the right direction.

It's a very daunting thing to talk to somebody who's sitting there in stony silence just staring at you and doesn't give you much feedback. That's RASA.

[0:36:47.6] MB: Perhaps I'm naturally biased in this direction being a podcast host, but to me, asking is such an important part of listening in any conversation. It's amazing how much you can learn if you really consciously listen and then ask the right questions.

[0:37:05.8] JT: Definitely. People love talking generally. People love talking about themselves or about what they're interested in. For those people who many people over the years have approached me and said, “People wouldn't listen to me. I can't get into conversation.” The best way to start is to ask. Ask interesting questions. “Really?” Show interest. “That's interesting. Tell me more.” Tell me more is a great first question, if you like. I mean, it's not really a question. It's an instruction, but it acts in the same way, doesn't it?

It's that drawing people out. Then they feel excited, like they've got a great listener and they're having fun and so forth. Then they're much more likely, even if they're not dedicated to conscious listening, they're much more likely to be receptive when you start to speak.

[0:37:50.1] MB: I want to come back to something you talked about much earlier, the blight of the open-plan office and the concept of, and I may mispronounce this, but biophilic generative sound. I don't know if that's exactly how you said it or not, but tell me a little bit more about that.

[0:38:06.7] JT: Spot on, Matt. Spot on. Biophilic means based around nature, so in the same way that people are bringing the outdoors, indoors in a lot of modern office design with plants and planted walls and that thing. It's good, because we like being surrounded by living things, by organic things, by nature. Pictures or projections of forests, or beaches or whatever, tend to make people feel good. In just the same way, you can do that with sound.

In fact, I think it's pretty weird to do it without sound. If you're having a forest, or a garden wall or something in an office, why not have some nature sound associated with it? It's biophilic sound. Biophilic sound largely in offices is based around water of various kinds. There are three key elements to biophilic sound, WWB. I call the wind, water and birds. All of them, things that people like a great deal. I'm not talking about the extreme varieties. This isn't arctic gales. It's not the cawing of crows. It's obviously the more pleasant and not a huge water, but trickling, babbling brooks, or gentle waterfalls.

There's a reason why people have water fountains installed in houses, in hot places, it's to listen to it. Because simply the sound of it – you don't dive into the fountain. It's quite nice to look at. The sound has an effect all the time. It's the sound of refreshment in hot countries, it's the sound of life apart from anything else. Get far from water, you're in big trouble.

The sound of water is a very important, pure, beautiful sound. We are what is it? 70% water, anyway. It's a key sound. Water transmits sound far better than air does incidentally, about twice as fast. We use water a great deal. Now there's been research done especially by Professor Hongisto in Finland on using biophilic sound, largely water sound, as a sound to mask conversation. It's quite effective.

Typically, if you want to create privacy, or privacy as you would say in an office, people will install artificial noise. I am not a big fan. Actually, the research is starting to back that up, that my instinctive feeling, it's not healthy. The filtered brown noise, or pink noise, or white noise, filtered noise of which I'm not a great fan. The thing, it's filtered brown noise, pink noise, white noise. It's [inaudible 0:40:44.9]. That sound gently delivered through ceiling loudspeakers all day. You cease to become aware of it and it does mask out conversation. It masks out unpleasant, or unwanted sound to a degree, but it's artificial. It's not pleasant.

The research is starting to show that it does fatigue people. It's like when the AC goes off at the end of the day in an office and everybody's shoulders go down, “Oh. I didn't even know that was on. Now I feel released from some prison or something.” Hongisto has shown that it's possible to use biophilic sound to improve privacy, to mask unwanted conversation and at the same time, that it's much more pleasant for people.

Incidentally before anybody asks, the old thing about running water making everybody want to go to the toilet is an old wives’ tale. It's not true. There's no scientific evidence for that, whatsoever. You don't have to go to the bathroom the moment you sit by a stream. We use that sound, birdsong, some tonal elements and we do it with a generative system. That is a system, it's algorithmic, it's a computer and it makes sound in real-time. It's not a recording. It's actually created in real-time, like a texture. It is like a river going past. Looks similar all the time, but it's never the same.

It mimics a lot of natural scenarios, which are probabilistic, stochastic. If you're in a forest, the birds don't all sing at once and then stay silent for half an hour. There's a random distribution and that's exactly the thing that we mimic. These are sounds that have been around for a lot longer than we have on this planet. My old friend Bernie Krause, one of the world's nature sound recordists talks about biophony, the sound of nature, and anthropophany, the sound of people, and geophony, the sound of the planet. We're talking about a combination of geophony and biophony and using that in a sophisticated, scientifically validated way to create environments in open-plan offices, which are health giving, as opposed to health damaging and which improve productivity, because they aid concentration in places where people find it very hard to concentrate.

We call it mood sonic. Now there's a website, moodsonic.com. We're just putting our first installation next month in a big office in the US, which we're very excited about. Seven floors of office. It'll be onward and upward from there. We've got lots and lots of big companies really excited about this. It's a big thing for us, this mood sonic. I really think it's going to make a big difference to millions of people.

[0:43:30.7] MB: It's so interesting. I'm a bit of an audiophile myself and always like to have some sound. Often, my wife makes fun of me, but I listen to essentially running water, bird sounds, nature sounds. I'll put on a YouTube video just on a second monitor that's just a stream running, or something like that. I love having those sounds in the background, so it's so fascinating that there's starting to be some research around that being really positive for people and having that in their environment.

[0:44:01.7] JT: Definitely. It's no surprise, because noise has been known for some years now to be the number one problem in open-plan offices. If you look at the Leesman index, or any of the any of the people who are assessing people's quality of life in in these environments, in which we spend huge parts of our lives. There are people who spend a third of their lives or even more in these environments. Well, the sound of the built up spaces that we've created is not great. That's what my TED Talk about Do Something With the Ears was all about. We spend the majority of our life indoors and yet, most of the rooms were in are designed without any heed to the way they sound at all. That's a really big issue. I think architects need to start listening a lot more than they have in the past.

Mood sonic should make a contribution, I think to standard offices. Incidentally, that's not the only thing we need to change. We need much more quiet working space in modern offices. We need to think about the new way of doing it, which is activity-based working, where you have different environments in the office building and you encourage people to move to the environment that facilitates the work they want to do, whether that's concentration, contemplation, communication, whatever it is, collaboration. Open-plans, fine if you're doing group work in collaborative way, but that poor person sitting the desk over there, while we're all shouting, is unable to think. That's where you need the differentiation.

[0:45:38.5] MB: Tell me a little bit more zooming out slightly about the broader importance of crafting our soundscapes, because it seems that's such an underutilized and misunderstood component of health and well-being and productivity.

[0:45:55.6] JT: Oh, absolutely. Sound affects us in these four powerful ways, that I defined in my original book Sound Business. I haven't had any reason to change and that was back in 2007, I think. Physiologically, sound changes heart rates, hormone secretions, body chemistry, brain waves, breathing. There are many rhythms in our body which are affected by the sound around us. It changes our feelings, our mood. Psychologically sound is changing us all the time; we know that music is the most obvious example. A lot of people find birdsong reassuring, because we've learned when the birds are singing things are normally safe.

The third way is cognitively, so you can't understand two people talking at the same time and that's what we've just been talking about in offices. You can't have somebody talking behind you and listen to the voice in your head when you're trying to write. It's very difficult. Then finally, behaviorally, which is that's the work we've done at The Sound Agency. A lot in retail is to create more pleasant retail environments sonically. I mean, it would obviously be stupid to have a shop or a shopping mall with a terrible smell in it. I mean, that’s dumb isn't it? It's amazing how many shops and shopping malls have got terrible sound, and it has exactly the same effect, which is we leave, or we leave faster than we would and we have a bad time and we're stressed and fatigued. It's just not intelligent design.

With all of that power, sound is affecting us all the time. This is where I come back all the time to listening consciously, because if I'm listening consciously and I'm aware of the effects that sound is having on me, then I can take responsibility for the sound I consume. More than that, I can take responsibility also for the sound I create. That's really where I would love everybody to get to, I mean, anybody listening to this. That's a tremendous place to be.

As a conscious listener, we are more responsible for what we're putting into the world, the sound we're making, whether it's speaking in a powerful way, or whether it's not upsetting people around us, by sodcasting with music, or with my sound, or whatever it might be. Even more importantly, I can take responsibility for the sound I consume. If I'm in some noise, I can move.

I talk about an MBA in dealing with sound. If it's nasty noise that you don't like particularly, the M is move. If you can't move and you're in an office or somewhere and you can't move, the B would be block, and that's put headphones on. Ideally if you're working, I wouldn't suggest playing music through headphones, because that's just replacing one distraction with another one. Music is very distracting. It’s very dense sound. Well, most of it is, unless it's specifically designed to be background.

Then if you can't block it, you haven't got headphones, or for whatever reason, the only thing left to do actually is a spiritual adjustment, which is to accept it. Because when you're in noise, a lot of the productivity loss comes from the anger. “I can't concentrate in this ridiculous scenario.” Well, if you actually say, “All right. I'm here. I'm just going to do my best.” The anger goes and suddenly, you're able to do far better than you would with all of that resistance going on. It's move, block, accept.

[0:49:16.1] MB: I love the analogy of smell. If you're in an office that had a horrible smell, or a store that has a terrible smell, something would be done immediately to fix it. Yet, we tolerate terrible sound escapes across our lives in many, many different areas.

[0:49:29.6] JT: True.

[0:49:30.4] MB: I'm curious, for listeners who want to take action on what we've talked about today, who want to concretely implement it in some way, what would one piece of homework, or action step be that you would give them to start taking action on these topics?

[0:49:44.4] JT: I think a couple of things. First of all, start asking that question what's the listening is. It's one of the most powerful questions I could have give anybody. If you get into the habit of asking that question, it can transform your communication skills. That's one thing. The other wonderful thing I would suggest everybody to do is after listening to this podcast, go and listen to somebody that you love and really listen to them. Look at them, don't do anything else. At the same time, give them your 100% attention, then you may find people going, “What are you doing?” Because they're not quite used to you being like that. It's an amazing gift to give. I do encourage people to give that gift and keep on giving that gift, because it really can transform things.

[0:50:31.1] MB: Where can listeners find you, your work, the course and everything that you're doing online?

[0:50:37.2] JT: Well, I have a website, juliantreasure.com. There’s a lot on there. You can get a little mini-course of video exercises in listening there. Absolutely free. You just put your e-mail address in and we send them to you. The course is at speaklistenbe.com. I think that's on a fairly big offer at the moment, so it's roughly half of the original price. It'd be quite a good time to go by this, www.speaklistenbe.com. That's nine chapters, seven and a half hours of content from me, a video and audio content. Lots and lots of downloadable exercises, everything I know pretty much about speaking and listening skills is in there.

The Sound Agency if anybody's interested in mood sonic, or design sound for business, that's www.thesoundagency.com.  Or there's also moodsonic.com now as well. Those are the four URLs. Do check them out and I’ll be delighted to hear from anybody.

[0:51:35.8] MB: I'm curious personally, is there any plan or opportunity for mood sonic and the soundscapes you're creating, especially I love the idea of them being algorithmically generated for people who may not be in an office space, or want to listen to those on the go, is that available to listen anywhere?

[0:51:53.4] JT: Not yet, Matt. I would say with the emphasis on the yet. We've got very, very exciting plans. The technology we've developed for these generative soundscapes is world-leading and we're moving it on a pace this year. We've got a really significant development budget on it. We're looking at this sound becoming intelligent, responsive, even artificially intelligent. We're very, very excited about that. One of the obvious spin-offs of that would be to deliver it through some app, so that people can access generative sound of this kind through a device and have it in their home.

I love the idea of a baby cries and automatically, a lullaby or some soothing sound comes on through a nearby loudspeaker. That responsiveness and design of appropriate sound is where we're heading and we're very excited to be on that journey.

[0:52:43.2] MB: Well, you've got at least one person here who's very interested in that. Either way Julian, thank you so much for coming on the show, for sharing all this knowledge. It was great to have you back on the Science of Success.

[0:52:54.3] JT: Thanks, Matt. Thanks for having me. I hope this has given some benefit to some people and we got some more listening out there in the world. Thanks so much.

[0:53:02.7] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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January 23, 2020 /Lace Gilger
Influence & Communication
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How To Build a Remarkable Company Culture with Dee Ann Turner

January 21, 2020 by Lace Gilger in Career Development, Influence & Communication

In this business-focused episode of the Science of Success we share how to recruit extraordinary talent and build a remarkable culture for your business with our guest Dee Ann Turner.

Dee Ann Turner is a Communicator, Consultant, and Coach. She was Chick-fil-A’s first female officer and was instrumental in building and growing their well-known culture and talent systems for 33 years. She is also the author of the best-selling It’s My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture and most recently Bet on Talent: How to Create a Remarkable Culture That Wins the Hearts of Customers.

    • What are the building blocks of a remarkable company culture?

    • The most important element of a remarkable culture is a MEANINGFUL purpose

      • Why does your organization exist?

      • It’s not just about a business. It could be a sports team, an educational institution, a non profit, or even a family

    •  “I’m not in the chicken business, I’m in the people business."

    • A purpose isn’t very meaningful if it doesn’t have any actionable results.

    • The second most important part of a company culture is a challenging mission.

    • The third most important thing to a powerful culture are “demonstrated core values” - the behaviors that exhibit the corporate purpose.

    •  Why do so many companies fail to live and demonstrate their core values? If your core values aren’t demonstrated, they don’t mean very much.

    •  How do you discover your organization’s purpose?

      • Ask why. Dig in. Figure out WHY you’re doing what you’re doing.

      • Figure out what sticks.

      • Sometimes it takes years or even decades of trial and error.

    • Purpose first, then core values, then mission.

    • Why do so many companies and organizations struggle to actually live and implement their core values?

    • You have to nurture your culture every day. You have to be principle driven above all else. Truly great organizations are willing, no matter what the price, to stick with their principles.

    • When building your culture - should you focus on rules or principles? What’s the difference and why does it matter?

    • When you have a great experience at a business - was that organization “rules-based” or “principles-based?"

    • Focusing on rules creates a toxic culture. Focusing on principles creates a strong culture.

    • Select talent that can thrive under a set of principles. Select people with good judgment who know how to apply a principle. Selecting people who can only follow rules won’t thrive in that kind of environment.

    • What’s more important, culture or talent?

      • If you don’t have a real foundation of principles and core values, then you won’t recruit there right kind of talent.

      • You won’t attract and keep extraordinary talent without a strong culture.

      • It takes extraordinary talent to execute a strong culture.

    • “We select talent, we don’t hire people."

    • Remarkable Culture + Extraordinary Talent + Amazing Customer Experiences

    • How do you actually LIVE and DEMONSTRATE your CORE VALUES?

    • Leaders have to live out the values or NO ONE else will.

    • Criterion for selecting talent

      • Character first

      • Then competency and ability to execute

      • Then chemistry that matches the team

    • Your culture is made up of the conglomeration of the character of everyone in the organization.

    • How do you select and recruit the most talented people for the job? How do you compete in a full-employment economy?

    • The organizations that win over the talent in the toughest economies are the organizations that nurture and grow their culture and make themselves a place where people want to work.

    • Take a more long term view of attracting talent. Stay the course, invest in your people, and make your culture and company a place that people want to stay.

    • Know your people individually and tailor what you do

    • The concept of “truth-telling” and why its important when you’re stewarding talent

    • The difference between being nice and being kind. Care more about the person you’re helping than about what they think about you.

    • When you tell your employees the truth, they can self manage and it makes the leader’s job much easier. The employee respects the leader more for telling the truth.

    • The difference between having an abundance mentality and a scarcity mentality - and how to use that distinction to become a better manager and leader.

    • Try to accomplish things one small bite at a time.

    • Homework: Start with your WHY. That informs everything else that you do. What will your business do? What will it be about?

    • What should you do in a toxic culture? Start with yourself. Start with where you have influence.

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Dee Ann’s website

  • Dee Ann’s LinkedIn, Twitter, Facebook, and Instagram

Media

  • Article Directory on Fox Business and Global Leadership Network

  • Choice PR - Dee Ann Turner media coverage directory

  • The Human Capital Group - “Transformational Leadership Talks Dee Ann Turner, Author & Former Talent Architect at Chick-fil-A” by David Alexander

  • Yahoo Finance - “Dee Ann Turner: Is your workplace toxic? How well-intentioned rules can reduce employee motivation and kill productivity” by Dee Ann Turner

  • Modern Restaurant Management - “MRM Talking With: Author, Leadership Coach and Chick-fil-A Veteran Dee Ann Turner” By MRM Staff

  • Threewill - “10 Takeaways from It’s My Pleasure by Dee Ann Turner of Chick-fil-A” by Danny Ryan

  • [Podcast] Thinking Like A Boss - Episode #48: Dee Ann Turner

  • [Podcast] Gut + Science - 022 – Going the Second Mile For Your Culture | Dee Ann Turner

  • [Podcast] Future-Proof - 70. The Culture Key: Bet on Talent | with Dee Ann Turner

  • [Podcast] Dose of Leadership - 249 – Dee Ann Turner: Vice President, Human Resources at Chick-fil-A, Inc.

  • [Podcast] The Carey Nieuwhof Leadership Podcast - CNLP 294: Dee Ann Turner on How Chick-fil-A Created Amazing Customer Service and Created a Culture That Replicated It Among Tens of Thousands of Employees and Customers

  • [Podcast] Jenni Catron Leadership Podcast - JCLP Featuring Dee Ann Turner

Videos

  • Elevate Publishing - Dee Ann Turner Interview with Fox & Friends

  • Dee Ann Turner’s YouTube Channel

    • Dee Ann Turner Speaking at Propel Lead, May 2017

  • Dee Ann Turner - [OFFICIAL TRAILER] It's My Pleasure

  • Books A Million - Bet on Talent by Dee Ann Turner

  • Cheddar - Former Chick-Fil-A VP on Creating a Strong Workplace Culture

  • Brandon Smith - Top Tips for Building an Awesome Company Culture with Dee Ann Turner of Chick-fil-A

  • WLMB-TV 40 - What Should Businesses Do to Win Their Customers? | Dee Ann Turner | Main Street

  • Dr. Jason Brooks - Dee Ann Turner joins Dr. Jason Brooks Leadership Podcast

Books

  • Bet on Talent: How to Create a Remarkable Culture That Wins the Hearts of Customers  by Dee Ann Turner and Patrick Lencioni

  • It's My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture  by Dee Ann Turner

  • The Dream Manager by Matthew Kelly and Patrick Lencioni

  • Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler

  • Start with Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[00:00:11] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet with more than 5 million downloads and listeners in over a hundred countries.

In this business-focused episode of the Science of Success, we share how to recruit extraordinary talent and build a remarkable culture for your business with our guest Dee Ann Turner. 

Are you a fan of the show and have you been enjoying the content that we’ve put together for you? If you have, I would love it if you signed up for our email list. We have some amazing content on their along with a really great free course that we put a ton of time into called How to Create Time for What Matters Most in Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That successpodcast.com, or if you're on your phone right now, all you have to do is text the word “smarter”. That's S-M-A-R-T-E-R to the number 44222. 

In our previous episode we looked at what happens when you peer into the dark underbelly of the human psyche? How should you react when we uncovered the raw truth of human nature, emotion, sexuality and racism? We explored all of this and much more in a fascinating interview with our previous guest, Dr. Seth Stephens-Davidowitz. 

Now, for our interview with Dee Ann.

[00:01:40] MB: Today, we have another exciting guest on the show, Dee Ann Turner. Dee Ann is a communicator consultant and coach. She was Chick-fil-A's first female officer and was instrumental in building and growing their well-known culture and talent systems for more than 33 years. She's also the author of the best-selling It's My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture, and most recently her book Bet on Talent: How to Create a Remarkable Culture That Wins the Hearts of Customers. 

Dee Ann, welcome to the Science of Success.

[00:02:11] DAT: Thank so much, Matt. It’s my pleasure to be here. 

[00:02:14] MB: Well, I'm really excited to have you on the show today, the success story of Chick-fil-A and especially the talent and human capital-focused components of the Chick-fil-A business model are in the restaurant industry especially clearly a standout leader. It's such a remarkable organization. I’d love to start with the overall question or idea of culture and both how you think about what really helps build a remarkable company culture and what’s some of those building blocks were at Chick-fil-A.

[00:02:50] DAT: Sure will. The most important elements of remarkable culture to me are three things. The first one is a meaningful purpose. It’s why an organization exists at all. It’s not just about a business. It can be about a sports team, or a club, or even a family. It’s like why are we here at all? What is our very purpose for being?

I learned this really from Truett Cathy, the founder of Chik-fil-A when he started his business in 1946. He didn’t have a written purpose, but there was no doubt that his focus was on impacting the lives of others just by his actions, and you can go back and look at the history of the things that he did for other people using his small, little tiny business in Hapevilla, Georgia as a platform, an opportunity to do those things for people. He said, “Hey, I'm not in the restaurant business. I'm in the people business.” 

He carried that forward through the history of the organization to starting Chick-fil-A in 1967 with its first restaurant. Then he got to 1982, and for those people who are around in 1982, there is a major recession at that time. For the first time ever going from ‘46 to ’82, she had never experienced a slump in sales, but he had one that year. Chick-fil-A had a slump in sales, and on top of that he had built a brand-new corporate headquarters south of Atlanta. 

Here's a man whose business is declining and he’s deeply in debt, and we know what businesses do when that happens, right? They tend to cut their budgets and might lay people off. But in my head, they’re forward-thinking enough they might have a contest, “How can we get people to sell more?” But he was faced with those challenges. He took his executive committee on to a three-day retreat. The first half day, they talked about budget cutting and all of what that would mean and what they needed to do. But right in the middle of that first day, one of those executives asked a very poignant question. He said, “Why are we here at all?” For the next two and a half days, Chick-fil-A spent that time talking about the answer to that question. 

Well, after the retreat, they came back and they presented the answer to the staff as their corporate purpose, which is this; to glorify God by being a faithful steward of all that's entrusted to us with a positive influence on all who come in contact with Chik-fil-A. 

Without purposely minding the staff, by the way, they loved it. They carved it in bronze. Stuck it on a slab of granite and put it at the front door, because they wanted everybody who came to work each day to understand that they truly weren’t in the chicken business or the restaurant business. They were in the people business, and this was the purpose and the reason for being of why they do their work. 

Purpose isn’t very meaningful if it doesn't have actionable results, this was pretty incredible. Once Chick-fil-A decided their purpose, that was in 1982. Well, it's 2019 and Chick-fil-A’s never had another slump in sales since then. On top of that, they became debt-free in 2012. The thing that I loved and enjoyed about being a leader in the HR talent space at Chick-fil-A was that over the last 30 years or so, Chick-fil-A enjoyed a 95% retention rate of their stuff and 95% retention rate of franchisees, and those franchisees have won the absolute lowest turnover rates in the industry. 

It really makes a difference not only to know your purpose and to write it down, but when you continue to live it out and in every decision you make it becomes a filter, then when that happens, it really helps to solidify that culture. 

The second element of remarkable culture to me is a challenging mission, something that the entire team just rallies around to accomplish. I’ve lots of stories in different organizations with challenging missions, but when I think of a challenging mission, I think of a group of people that are all rowing in the same direction, if you can imagine, to achieve a really big goal. 

Then thirdly, what's important for a remarkable culture is demonstrated core volumes. These are the beliefs that an organization and their leadership hold most dear and decide that they’re going to be the behaviors that really exhibit the corporate purpose, and they adapt those. Most importantly – This is really important, because a lot of organizations go to so much trouble to establish a list of core values, and they brand them, and they post them on walls, and they stencil them into the walls and they put them all over the place and on the website, but they don't demonstrate them. Unless core values are demonstrated beginning at the very top and throughout the organization, then they don't really mean a whole lot. 

For me what I had found is not only in my experience with Chick-fil-A. I certainly learned a lot of that [inaudible 00:07:43] in my experience there, but also working with other organizations. Again, sports teams, and churches, and nonprofits, and all kinds of organizations. Then they take these three elements in they really integrate it into their organization, that's what helps them create a remarkable culture. 

[00:08:02] MB: There's a number of things that I want to explore more deeply. Let’s start back with purpose. How does a company or any organization go about finding their purpose?

[00:08:15] DAT: I think that you have to ask a lot of wild questions. Now, it just so happen the example I gave you with Chick-fil-A, they went off to a retreat and they figured out their purpose in 3 days. In a lot of organizations, they want so quickly to check the box. Let’s bring in the consultant, have them facilitate the meeting. When we leave here, let’s know our purpose, our mission and our core values.

 

Well, most really great organizations, it doesn’t happen that way. You start by asking those "why" questions. Why are we here? Why do we exist? What do we want to be known for? What's bigger than ourselves? I mean, I could not work for an organization for 33 years if it was all about just some chicken. It’s a wonderful profit, but not enough to motivate me. For me, it was about that purpose. It was understanding that the money that this organization made that I help them make went to building schools all over the world, drilling wells for clean drinking water in remote parts the world, feeding the hungry right here in this country, and I could go on and on and on, but that’s what motivated me in my purpose. 

First of all, you have to be very thoughtful about it. Secondly, you have to see if it sticks. Are we really able to live this out and to revisit it again and again and again? Some of the stories I would tell you at Chick-fil-A’s example, lots of other organizations living there purpose out. It was decades of trial and error and being sure we’re on track and going back to that purpose every time you have a significant decision to make or if you had a crisis or whatever it is to go back and go, “Okay. This is the reason we exist.” I think, too often, people think it's about the words. It's not about the words. It’s about the actions that demonstrate the words and the purpose.

[00:10:00] MB: That's a really powerful point. It's all about the actions. Once we’ve discovered our purpose, how do we start to actually put that into action? 

[00:10:09] DAT: I really think that’s where the core values come into play, because core values really demonstrate that behaviors that back that up. UST used Chick-fil-A as example, and actually all of those that I described in their remarkable culture, it developed over years and years. The purpose came first. The core values came next, and then the mission for this organization and their culture. 

The core values were words that really was what Truitt demonstrated in the business, which was excellence, excellence in product and service and experiences. Loyalty, loyalty to customers, loyalty to the employees, loyalty to the brand. Integrity, always doing what you say you'll do when you say you'll do it. How you say you’ll do it. Then lastly, generosity. Truitt set the example of being generous with not just his treasure, but also with this time and talent as well. 

The values really reflected who he was as a person and begin to integrate into the organization. Well, after Truitt's passing in 2014, we looked at those values again and said, “Okay. Where were you as an organization?” The populace doesn't change. Rarely would a purpose every change for an organization is its lifetime. That didn't change, but it was like in this day, with this employees, with this leadership team, with these board of directors, with this CEO in present, who we both knew at the time that Truitt died, where are we now with our values? 

If I describe them, they’re basically the same thing, but they’re described a little differently and they hit the nail on the head, which is we’re here to serve. We’re better together. We’re purpose-driven, and we pursue what's next. It was a nod to thee, and all those things were things that Truitt was as well, but it is a nod to service, and the teamwork, and to our purpose, and to pursuing innovation. It fit where the organization was at that time. 

Developing core values for the season that an organization in is really, really important. Again, it gives a guidebook, if you will, to how you're going to make decisions and then also to what's expected of the people in the organization to demonstrate. It becomes part of your talent systems. If you want to be an organization for people who are here to serve better together purpose-driven and pursue what's next, then you have to look at who you recruit, how you select them, how you promote them, how you grow and develop them, all of those things so that the core values [inaudible 00:12:38].

[00:12:40] MB: Why do you think so many people and organizations create these core values and platitudes in plaster them on the wall and yet it doesn't actually seep into their culture. It doesn't actually create anything, and they end up being another generic bland company.

[00:13:02] DAT: Well, I think it's because we start out with good ideas of what we’d love to be, but when things get stressful, when the market gets tight, when sales drop, when customers go away, when it's hard to find talent or we have too much. Whatever all those stresses are, it's easy first just to fall back in survival mode. Survival mode is how can we squeeze out the next dollar, or how can we get a warm body into a role that we need to fill quickly rather than the thoughtfulness and care that needs to go into if you’re really serious about your culture. You have to nurture it every day. You have to be principle-driven above all else. 

If you're not, then it is just so much easier under stress to drop back into survival mode. I think that's the difference between those generic brands and truly great organizations with remarkable cultures is they’re willing no matter what the price to stick with their principles and their culture and nourish it rather than just slip back into rules and an environment where you’re just trying to survive. 

[00:14:15] MB: That's really interesting insight and touches on another concept that I thought was really interesting, which is this notion of the difference between a rule and a principal. Tell me more about that. 

[00:14:27] DAT: Yeah. That was a big insight that I had between it’s [inaudible 00:14:31] talent was just really noticing that. I came to notice it from a customer perspective. I would go places and I would have these amazing experiences. I think about Publix Super Markets. That would be one of the brands where just great customer service experience. Then I would go other places and it would be horrible, and it became a thing with my husband and I. We’d walk into a place, we’d have experience. It’s like, “Was that a principles-driven organization or a rules-based?” based on the experience that we had. 

What a rules-based culture creates is a toxic culture. When people are just given a set of rules that they must comply to and/or else be fired and keep your head down, stay out of trouble and just follow these rules, it creates a toxic culture. When people are given principles to abide by and the freedom to apply those principles, then they are much more likely to provide excellent customer service, create a remarkable culture for both the employees and the customer. 

Let me give you an example. I went to work right out of college for a brief time for an organization that’s now defunct, which is because they have toxic culture, which is probably why they’re not in business, but there a rule for everything. If I was 30 seconds late for my 30-minute lunch break, I was not paid for those 30 seconds. The rules range from all kinds of things, but possibly the most absurd was that every day after lunch the boss, the owner of the company, took a nap. I’m not talking about a power nap, 10 minutes like we talked about. I’m talking about full-fledged on snoring two-hour nap. He left really strict instructions that he wasn't to be disturbed under any circumstances, whatsoever. 

Here I am, a young 20, 21-year-old, I filled in at the receptionist’s desk during lunch. The suited men with earpieces in their ears walk into the office, and they come to the receptionist’s desk and they asked to see my boss. My response is, “I’m sorry. He’s unavailable.” Well, they pull out their badges and they said, “Let's make them available.” Here I am, this 20-year-old that’s so full of this rules-focused toxic culture that I am more concerned about waking up my snoring boss than I am obstructing federal armed agents at that time, and it’s because of this rules-based culture that was just ground into me. 

Then of course I went to work for another family-owned business that was just the opposite. It was all about principles, and here’s one of the ways they made that successful. They selected talent that could thrive with a set of principles. I remember early on in my career and the president of the company constantly reminding me that we select people with good judgment. We have to select people that has the judgment to know how to apply a principal, otherwise if you select people that are just used to performing in their stack of rules, then they can’t thrive in an environment like that. If you don't select people that are excited about or a working environment with principles, then they'll quickly become frustrated with that. That's a very important differentiation. 

Now, you have to have some rules. I mean, I was involved in restaurant business. You better believe strong food safety rules exist there, and you have to have a very strong line of some of those things if you’re an accountant. You’re likely practicing generally accepted accounting practices. There are all kinds of rules that you have to have around security and safety and strong business practices. But when the rules overshadow the principles and people can’t collaborate, all they do is follow the rules. They forget while they’re there at all, which is to serve the customer. 

I think one of the great things that Chick-fil-A did was free up Chick-fil-A team members to go above and beyond customer expectations, and they did this through an initiative a number of years ago what was happening much like today, but back then there were other brands that were copying the Chick-fil-A signature product, the Chick-fil-A sandwich. 

You might not know this, Matt, but actually Truitt Kathy, invented the chicken sandwich. It was the first. Other people were trying to copy that product. Early on, there were just burgers and Chick-fil-A. There was a lot of competition. The question became, “Well, how will Chick-fil-A differentiate themselves?” What they decided to do was to focus on the customer service experience in addition on the excellent products. The principal that came about was make second mile service second nature.

What that meant was go beyond the 1st mile of just getting the order right and being friendly and serving it in a timely manner and exceed the customer's expectations. Well, I won’t go into all the details in the short-term we had, and I actually write about a lot of it had been on talent. But the team members started being freed up. 

The franchisees freed them up to apply this principle, and they started doing some pretty amazing things for customers like changing tires and jumping up dead batteries in the parking lot to all kinds of ways to serve the customer. They had figured out how to go above and beyond. Quickly, that's really where Chick-fil-A became known for. Not just a great chicken sandwich, but for this customer service that people could expect when they come there and just to feel so appreciated and honored that they chose to spend their money there. 

[00:20:00] MB: You made a really interesting point a minute ago around hiring the right talent that can thrive with principles instead of rules. How much of the success of Chick-fil-A, and more broadly when you look at remarkable cultures, how much of that success is a result of the principles and the core values and so forth and how much a result is of finding the right people?

[00:20:26] DAT: Well, actually, I think if you’re going to win the hearts of customers, they’re both equally as important. If you don't have a foundation of a remarkable culture with these kind of values and purpose and mission, then you’re probably not able to attract the kind of talent that can execute that culture. 

Now, one thing you said is hire, and I'm really careful in my belief is that we select talent. We don't hire people. When we hire people, we’re just thinking about quantity. Do I have enough people to get in there filling shift? Do I have enough people to work in the dining room? Do I have enough people prepared in the back? Do I you have enough people out on the sales floor? 

But when we’re thinking about selecting talent, we’re thinking about, “Do I have people with the capabilities and the skills to do exactly what needs to be done?” That's just a little nuance that I think about the difference, but those things are equally as important. You’re probably not going to attract extraordinary talent and keep them if you don't have a strong culture. 

On the other hand, it takes that extraordinary talent to execute that culture. They really go hand-in-hand, and if an organization – I’ve seen this time and time again, they can put both of those things in place. Then on top that, teach these kind of principles that we talk about, whether it’s in Chick-fil-A’s case, it was make second mile second nature or treat everyone with honor, dignity and respect, or even the language of when a guest says thank you, we say my pleasure. 

All of those types of principles when applied is what wins the hearts of customers. That’s really my formula through the whole thing, it’s a remarkable cultural, plus extraordinary talent, plus amazing customer experiences. We put all that together and you consistently perform it again and again and again, that’s how you become legendary in winning the hearts of customers.

It sounds simple, but don't forget, it took me about 50,000 words and 50 years to make that happen in Chick-fil-A’s case to become the best in customer service in America. It's not simple. It takes diligence, and anybody who's looking for the quick fix is probably not going to find or be able to accomplish that. 

[00:22:47] MB: Yeah. It’s certainly not easy to implement that. The principles make a lot of sense. I want to dig into recruiting talent, but before we do, one last question I may have asked a form of this already, but I really want to dig into it. How do you, from a leadership standpoint at the top levels of a company, how do you think about actually demonstrating the core values and embedding them into your actions as opposed to just having them be these nebulous things on the wall?

[00:23:22] DAT: Yeah. I’ll take that question and to speak from my own personal experience. I failed as often as anybody. People aren’t perfect of being able to demonstrate this every single time. But if I take the core value of I'm here to serve, I love this part about working at Chick-fil-A, is really in terms of job title, the higher up your job title was, and I'm even struggling to use those words in that way, the more you were expected to serve. 

Sometimes it's the flip of that in other organizations. One of the wonderful things about Chick-fil-A is that everybody was there to serve somebody. Obviously, if you were a team member, you were serving customers. If you are Chick-fil-A franchisee, you were serving your team members who serve the customer and serving the customers. If you’re a Chick-fil-A staff member, your role is to serve the people who were serving the customers. 

Very ingrained, and so it’s little things that that even plays out to be walking in a Chick-fil-A parking lot and see trash that a customer had discarded on the ground and to pick that up for the operator. I might be going in just to visit the operator, and today as a customer. I’m not employed by Chick-fil-A anymore, but even as a customer, because I'm so proud of that brand. If I see trash in the parking lot, that's helping, that's serving that operator in his or her team members for me to go by and pick up that trash.

It's always the filter. When I lead a team of people, how am I going to serve them? I’ll go way back early in my career when I didn't do this well and tell you a story. Years and years ago, I mean, when I was really first setting out in leadership. I was not leaving the function at that time, but I was a leader in the department. Another leader in the department and I were responsible for a development day for our department. That development day happened. It involved us going to a ropes course. The physical activity before lunch that day was very, very high. 

After doing all that, you're really hungry. Well, we had not ordered enough food for the whole team. We were short by two lunches. Guess he didn't get to eat lunch? Because we were the leaders. The way I didn’t handle it, yeah, I didn't eat lunch, but I wasn't very nice about it. I look back and I pouted about it. I remember it. I was young. I was in my 20s. But I remember being so – And probably because I was hungry is the real reason, but I just remembered that I didn't handle that very well and hopefully over the years I did a much better job of putting my team first after that learning experience that I had. But leaders have to live them out or nobody else will. 

In my own leadership, recognize that whether it was serving other people, whether it was demonstrating teamwork, my leaders weren’t going to work together as a team if I wasn't working well with my peers, the other officers in the organization. My team wasn’t going to be purpose-driven if I didn't constantly live that out myself. If they could look at me and say, “Well, she’s not living out the purpose, or she's not focused on our purpose as a function and she's not supporting that,” then they’re not going to live that out either. I can’t expect them to be innovative and pursue what's next if they don't see me constantly reading and learning about trends and expressing to them what I am learning about the direction we might go in the future. Then they are not going to follow that either. 

It is extraordinarily important. If you want to integrate values into your organization, then leaders, they have to embrace those and they have to very intentionally, but authentically, demonstrate that on a daily basis. 

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[00:28:40] MB: I want to pivot into talent. We’ve talked a lot about culture. Tell me about Chick-fil-A’s talent strategy and the biggest lessons that you pulled from that. You brought up something earlier that was a really interesting stat and people who aren't familiar with the restaurant industry may not even understand the importance of this, but you said earlier that you have a 95% retention rate at Chick-fil-A, and in the industry, that is one of the most high turnover industries that exists. I don't know off the top of my head. 

You may know what the turnover rate in the restaurant industry is, but it's staggering to have that kind of employee retention, Chick-fil-A is known in the restaurant space as being one of the most legendary experts for building talented people and having an incredibly talented organization. I want to hear about the talent strategy and the talent lessons that you pulled from building that at Chick-fil-A for so many years.

[00:29:38] DAT: Sure. Well, and I will talk about my viewpoint about this, because of course I’ve been gone from Chick-fil-A for about 18 months, and then my last assignment at Chick-fil-A was leading sustainability. It's been a number of years since I've actually – At least five years since I've touched the talent strategy at Chick-fil-A. But I'll tell you what I did for three decades there and what my focus was. 

First of all, my criteria for selecting talent is the same now as it was then, which is to focus on three Cs; Character first, then competency and chemistry. So let me explain. I was looking for candidates whose character match that of the organization. How do I do that? Well, we go back to – Not to beat a dead horse, but back to the culture, that your culture is made up of a conglomeration of the character of all the individuals in the organization. 

I'm looking for people. Their individual purpose and values and mission don't necessarily directly align to the company, but they’re within that sphere of they buy into, “Okay. I want to be – In this case, I want to be a positive influence on others. I can be a good steward of time, talent and treasure that’s allocated to me. Yeah, I believe in these core values. I can support this mission, this goal you all are trying to achieve.” That’s how you’re aligned on character. Very important. Character that matches the organization. 

Secondly, competency. That's a no-brainer. But very specific about competency, is competency that matches the role. Then for me, if I’m leaning in an organization that you're trying to retain talent for the long-term and grow from within, then I’m also looking for people who have the potential for jobs in the future some of which haven’t even been created yet. I'm looking for more than just competency of the current role, but I'm looking long term if I have competing candidates, which I must always did. I'm going to go with that candidate that not only it fits the current role, but I can see what their potential is for the future. 

Then, lastly, chemistry that matches the team. What I'm looking for there is not that everybody thinks alike, but yet people can bring their differences and know how to influence others on the team to think differently. That’s that whole idea of teamwork. In my case, it might be the team on which they're going to work. It might be if it’s franchisee, the market in which they're going to lead a restaurant, or it might be a consultant that's going to work with a group of operators. How does their chemistry match and can they complement that whole team by what they bring to the table? Those were always the three criteria that I was looking for in candidates as I went about selection there and still what I advise my clients now. 

[00:32:33] MB: How do you think about how finding of pool of potential candidates with an organization like Chick-fil-A? You have such a tremendous base of potential people to select from. It's easier to figure out the character and the competency and so forth that you're looking for. For someone who maybe doesn't have such a massive pool of candidates, what advice or strategies or recommendations would you have for them?

[00:32:58] DAT: I think it’s still the same concept for people. I actually go back to what I tell people. Let’s just talk about this current situation we’re in and have been for several years now. We’re in a full-employment economy. Great news for our economy, but really tough on employers. I know your listeners are primarily younger listeners, so I'll share this with you. 

Over the course of my career I've seen this cycle happened three times that we had this full employment economy. It was hard to get anybody at any level, but especially hourly employees that are working in retail and restaurants and just starting out. I will say it's been the worst that I've seen it and there’s three cycles. 

Now, unfortunately, eventually what will happen is the economy will change and the situation will change. Sometimes we’re in the midst of it, all we can do is survive. We just have to do the best we can, employ the principles that we can and do the best we can. But we need to be building for the future, because if I saw it three times in just a little over three decades, it's going to happen again. When it happens, the organizations are going to win over the talent and get the best candidates are the ones that used that season to grow, nurture and strengthen their culture and their leadership to be a place where people want to come and work. 

I've noticed this even in this time and place, I was working with a client this year and the work that they do is provide food service for primarily elementary schools. It that may be K through 12. I'm thinking it was just elementary schools. Basically, the school cafeteria workers, and that seems like that would be really hard in an economy like this to track great talent. But one of the leaders in this organization that had a district, she still had people – Other people couldn't find people. She had people waiting in line to work for her, and it was because of her reputation for the culture of what a great place it was to work and what a great person that she was to work for. 

That's where I encourage people to do in these times of difficulty now, and I’ve observed this too for years and years and years in Chick-fil-A operators. By the way, I use the word operator and franchisee interchangeably. But most franchisees that are able to ride out a season like this where it’s hard to find people, the ones who have invested in the culture of their business and continually invest in growing the talent and have created the reputation for doing so. Even in a time like this, they still can find great talent because they have a long-term view of talent attraction. It doesn’t change depending on the business cycles or the employment cycles. They’re staying the course throughout every season of their business. 

[00:35:54] MB: That's a great piece of advice to invest in your people and invest in your culture and make that a core component of attracting talent to your business. How do you sustain or steward the talent that you’ve recruited and help them mature and grow and thrive within the organization?

[00:36:18] DAT: Well, there are so many ways to do that. Some of the leaders that I’ve seen that do this best is – I mean, I think you need some of those generic systems. You need development. Everybody has a development plan. Some of those generic systems are great, but the people that I’ve seen do this and even the smaller retailers and the one shop businesses, is that they understand what the dreams are of their employees and they tailor it to what that person is trying to achieve. 

One of my favorite books is The Dream Manager by Matthew Kelly. I hope I have that right. The Dream Maker or The Dream Manager. He talks about individually knowing your people and tailoring the development you do towards those people and helping them achieve their dreams. Then on talent, I tell a bunch of stories about, I guess primarily in the book, it’s about Chick-fil-A franchisees that do this, where they identify what it is that their employee wants to do, whether it's – Obviously, a lot of them are working there to pay for college or to buy a car. Some of them are grandparents that are working to pay for their grandchildren's college education. But some of it is some really unique desires that people have. 

I remember telling the story of one Chick-fil-A franchisee out in Utah, and her team member that she had invested so much in and she really believe that she's going to be a future leader not only in this franchisee’s business, and she has two location. She has a big leadership team, but not only was – She taught her being a leader there, but maybe even possibly a franchisee herself. 

She brings her to the home office in Atlanta now called The Support Center and she takes her through training, and on the way home, if I remember I’m telling the story correctly, the young woman really talks to her about a totally different dream that she has that has nothing to do with believing in her restaurant or any other restaurant. A totally different career path. That operator is so invested in helping people make their dreams come true that she find somebody that she can be an apprentice to. Now the young woman is very successful at doing what she always dreamed of doing. 

Now this particular operator didn't necessarily benefit from that, but the example she said in her community and within the restaurant and people who know that she's the kind of person that helps her employees do that, she attracts more talent that way. What seems like a huge investment walking out the door can actually multiply itself in what comes in the door.

[00:38:56] MB: Tell me about the concept of truth telling and why that's so important to stewarding talent.

[00:39:04] DAT: Sure. Well, I don't think that people can make the decisions they need to make about their careers unless we tell them the truth, and it's the hardest thing to do. Leaders struggle with – I think that's why there are so many books written about these critical conversations of giving feedback, and sometimes it's a paternalistic approach when we don't. We just try to take care of people or we don't really want have to have that tough conversation. 

But this is where I learned is the difference in being kind and being nice. When I'm nice, I’m caring a lot more about what you think of me. Nice would be, “Oh! I won't tell you everything you need to know. I won’t explain to you why you didn't get that promotion or you didn’t get that raise or not being considered for that other role, because I want you to keep liking me.” But if I’m kind, I tell you the truth, because kindness is I care more about you than I do what we think about me. I tell you the truth. 

I had a boss at Chick-fil-A, Jimmy Collins, and the favorite quote is he always said, “It’s kindness to refuse immediately what you eventually intend to deny.” You might not like me as much, but I'm being kind to you if I say, “Here's the reason. You’re not going to get this promotion and here's the reason why. I’m so sorry, but you’re not getting the raise you anticipated, and here's the reason why.” 

When I do that, when I directly let them know that there's lots of things they can do. They can manage their own performance and their own career. They can decide, “Well, I received this feedback. I think I can do these things. I think I can improve. I think I can work towards that race or that promotion or whatever. So I'm going to invest and do that.” 

They may decide and say, “You know what? This has been really good feedback. This is not the right role for me. I need to move on.” That helps the leader, because you don't have to be in that situation to make that call at some point for that person. If you've been nice to them all along, it might come as a surprise. That wouldn’t be kind at all. 

I think truth telling is critical to a great relationship with our employees, and when we tell them the truth, then a lot of times they can self-manage and it actually makes the leader's job much easier and I don’t think there's any doubt that eventually even when it's painful at the moment, the employee respects the leader more for telling the truth than just dragging them leading them along.

[00:41:30] MB: That's a really powerful piece of advice, and the notion of being kind instead of being nice is so critical. So many managers fall into the trap of wanting someone to like them as supposed to wanting to do what's best for the employee and for the organization. How did you personally and what advice do you have for others around overcoming that fear or that desire to be nice instead of kind? 

[00:42:03] DAT: What I coach with people is really – I really went back to the book of crucial conversations and understanding that if we’re going to coach people to their optimal performance, if we’re going to be a good steward of all that’s entrusted to us, that includes the talent that’s entrusted to us. Part of living out our purpose would actually be to – We've got to help manage their career. We’ve got to help give them the tools to be successful, and when things aren’t going well, we have to be willing to let them know that, because that’s part of living out corporate purpose. 

If we’re living out the corporate purpose, that also means we’re leaving out that value of being purpose-driven. As I encourage the other leaders to do that, again, it's the painful thing at the moment, but long term I think it's going to help the organization be more successful and the individuals within it more successful.

[00:42:56] MB: Tell me about the concept of an abundance mentality and why that's so important to nurturing talent. 

[00:43:02] DAT: Sure. Well, this was another lesson that I learned from a Chick-fil-A leader and I saw this early in my career. He started teaching this. But when we have a scarcity mentality, that there's not enough for everybody, then we start competing with each other instead of realizing that we each have our own individual calling within an organization and that there really isn’t an opportunity. I tell the story, to give the example of understanding the difference from abundance mentality and scarcity mentality. 

Over the years, I’ve done travels to – Mission trips in Africa and have a special little group of friends there in Kenya. When I would take things to them no matter what it was – Hershey bars are perfect, because they're already stored to share in those little pieces. If I took a candy bar and gave it to one child, he would look at all the different people around him and he would break that into pieces and share all of that, because he didn't have this need to – I mean, he believed there would be more at some point and he didn't have to hard it all to himself. 

Here are people that don’t really have anything believe there’ll be more. The people who are sitting in the greatest country in the world with so many resources, sometimes we have to hoard things away. Hoard our responsibility or hoard the opportunities, because there won't be enough for us if we don’t.

Actually, it's when we have abundance mentality that we believe there's enough for everybody. We can collaborate, and so they’re holding things close to the vest that an organization will really realize its true potential when leaders have decided too, “I have my place. I have my lane. There's going to be more. There's plenty of opportunity to contribute here. So I'm in a collaborate with my peers. I’m going to collaborate with senior leadership. I’m going to collaborate with other people in the organization so that together we can accomplish more.” I see that over and over again. 

But when people start feeling there's a scarcity mentality, holding stuff close to the vest, not believing that there's plenty of opportunity. Then trust erodes. The culture erodes and success will eventually erode in the organization.

[00:45:13] MB: For listeners who have been listening to our conversation and want to concretely implement something that we've talked about today, what would be one action step that you would give them to start implementing these ideas into their lives?

[00:45:27] DAT: Sure, and I love the fact that you said just one thing, because that's always how I tried to accomplish things, is really one small bite at a time. I think that it's overwhelming when you think about, “So, I want to win the hearts of my customers and I’ve got to create a remarkable culture and select extraordinary talent.” 

Again, I said earlier, I observed that taking 50 years and meet 50,000 words to tell the story, and it's really simple if you just do take one bite of the elephant at a time. If I had none of these things – I have my own business now. Let me start there. The very first thing I did was determine my why, because it informed everything else. It informed all the other pieces and elements of my culture. It informed what my business would be about. It informed the kinds of people that I would bring into the business was my why. 

If I'm talking to somebody that has nothing that we’ve talked about, start right there. Start with why. Of course, Simon Sinek wrote the book Start with Why. It is the right place to start. Figure out your why and then take the necessary steps, If I were starting a business as I do it, what I started with was the culture consist first before I ever started aligning myself with any other talent. I started with the culture. 

Some people were sitting in the midst of an organization that’s been around 100 years or five years, but they’re already established and that culture is kind of in places. The whole approach you would take as a leader is very different, because the culture already exists. 

Let's just say you're in a toxic culture. What do you do? Well, you start with you. What influence do you have right where you are? If you don't have any influence at all, you can influence change, and I think you have a tough decision to make because toxic cultures are not healthy for anybody. But if you're in an organization like you believe in and it needs some help and you have some influence, then what I suggest is you start with a team that you lead at that moment, and I’ve seen this happen in many organizations. Leaders that have a mindset for remarkable culture and want to surround themselves with extraordinary talents, and they do it on their team. 

When they accomplish that, they go to the next best buddy in the organization and say, “This is what my team is. This is how we did this.” I suggest you try it in your team. You actually start a grassroots movement of changing the organization, and that can help and that can happen. But if I’m starting out on my own today, I'm always going to start with why. Determine what those elements are that I want to do. Make every decision about how I grow my business based on that culture. Then as I add talent, I’m bringing them into that culture and then putting those two things together. Have much more satisfied customers. 

[00:48:10] MB: For listeners who want to find you and your work online, what is best place for them to do that?

[00:48:17] DAT: I love to hang out on LinkedIn and I'm sure your young professionals do too. Great content. There's a connect with me on LinkedIn. I have a Facebook author page that I also put a lot of content there, and I'm on Instagram, and in all those places I'm @DeeAnnTurner, and my website is deeannturner.com. We can engage there. 

Then my new book that's coming out in the spring of 2021 is called How to Get a Job, Keep a Job, and Grow a Career. The title is not that, but that’s the thing about it. I would love to interact with your listeners, because they’re in the group of people that this is the audience for this book, and so I’d love for them to interact with me as I write that book and look for some engagement and some opinions about those subjects.

[00:49:03] MB: Well, Dee Ann, thank you so much for coming on the show for sharing all this knowledge, some really great strategies for building a remarkable culture. 

[00:49:11] DAT: Well, it is completely my pleasure, Matt. I’ve enjoyed our conversation so much, and thank you for having me.

[00:49:18] MB: Thank you so much for listening to the Science of Success. We created this show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Thanks again, and we'll see you on the next episode of the Science of Success.

January 21, 2020 /Lace Gilger
Career Development, Influence & Communication
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Google Knows Your Darkest Secrets - The Truth in Your Searches with Seth Stephens-Davidowitz

January 16, 2020 by Lace Gilger in Health & Wellness, Influence & Communication

What happens when you peer into the dark underbelly of the human psyche? How should we react when we uncover the raw truth of human nature and emotion, sexuality, and racism? We explore all of this in this fascinating interview with our guest Dr. Seth Stephens-Davidowitz. 
What can research about condoms tell us about human nature and the problems with survey research? Why the #1 google search for “my husband wants” in India will blow your mind. What does searching for celebrities with herpes have to do with hidden suicide rates? We explore all of this and much more with Dr. Seth Stephens-Davidowitz. 

  • What’s wrong with surveys?

  • Social desirability bias can massively skew the results of surveys. 

  • Why do people lie when they take surveys? How can that massively impact research results?

  • What can research about condoms tell us about human nature and the problems with survey research? 

  • Women say they use 1.1 billion condoms, men say they use 1.6 billion condoms.. but only 600mm condoms are actually sold in the US total. 

  • People lie about both the frequency of the sex they’re having and whether or not their sex is protected. 

  • People tell google things that they don’t even tell their closest loved ones. People tell google about hidden health problems, secret dark thoughts, pornographic preferences, and much more.

  • Google, Facebook, and social media and data porn sites can reveal the darkest facets of the human psyche

  • What did researchers uncover from digging into troves of data from top porn websites?What can that tell us the truth about societies deepest sexual desires?

  • The #1 google search for “my husband wants” in India will blow your mind

  • The truth revealed by in depth study of human behavior is that everyone is weird in their own way, and that’s OK. 

  • What happens when you peer into the dark underbelly of the human psyche? How should we react when we uncover the raw truth of human nature and emotion, sexuality, and racism? We explore this and find out how to go forward from here. 

  • What does searching for celebrities with herpes have to do with hidden suicide rates?

  • There are many people struggling with things that aren’t openly talked about. 

  • A huge source of unhappiness is comparison to other people’s cultivated personas - when you peel back the onion and look at people’s searches, you would realize that everyone goes through suffering, anxiety, doubt, and weird thoughts.

  •  Rejection is not personal 

  • How looking back through search results can be used as a potential medical diagnostic tool.

  • Moneyball for your life. Applying big data to hacking and improving your life decisions. 

  • Moneyball for parenting - one of the most important factors revealed by data for raising your kids. 

  • Most people are too concerned with people thinking they are weird. 

  • Don’t be normal, be polarizing, to find a better fit for yourself. 

  • Homework: anytime you’re feeling bad about your life just type “I am always…” into google autocomplete. Realize that everyone is struggling and suffering and that is part of the human experience.  

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Seth’s Website

  • Seth’s LinkedIn, Twitter, and Facebook

  • Seth’s Wiki Page

Media

  • Article Directory on New York Times, Quartz, and Big Think

  • Directory of Seth’s research and data projects

  • Google Scholar Citations - Seth Stephens-Davidowitz

  • The Gist - “Everybody Lies” by Seth Stephens-Davidowitz – a review” By Anna Duncan

  • Vox - “Persuasive proof that America is full of racist and selfish people” By Sean Illing

  • Binary District - “Seth Stephens-Davidowitz: Everybody Lies, But Not To Google” by Charlie Sammonds

  • The Behavioral Insights Team - Seth Stephens-Davidowitz & Nick Chater discuss how well do we know ourselves

  • [Book Review] The Guardian - “Everybody Lies by Seth Stephens-Davidowitz review – what internet searches reveal” by Galen Strawson

  • The Guardian - “Everybody lies: how Google search reveals our darkest secrets” by Seth Stephens-Davidowitz

  • Smart Brief - “The dangers of corporations and big data” by Seth Stephens-Davidowitz

  • [Podcast] Policy Punchline - What Big Data Can Tell Us About Who We Really Are

  • [Podcast] Hidden Brain - I, Robot: Our Changing Relationship With Technology

  • [Podcast] Freakonomics - How Big is My Penis? (And Other Things We Ask Google) (Ep. 286) 

  • [Podcast] The Conversation - Speaking with: ‘Everybody Lies’ author Seth Stephens-Davidowitz on why we tell the (sometimes disturbing) truth online

  • [Podcast] FutureSquared - Episode #163: Everybody Lies with Seth Stephens-Davidowitz

Videos

  • TEDxTalks - The Secrets in Our Google Searches | Seth Stephens-Davidowitz | TEDxWarwick

    • What Google Searches Can Tell Us About Who We Really Are | Seth Stephens-Davidowitz | TEDxNashville

  • Talks at Google - Seth Stephens-Davidowitz: "EVERYBODY LIES: Big Data, New Data, and What the [...]" | Talks at Google

  • Big Think - Questions about Sex That Women and Men Google the Most | Seth Stephens-Davidowitz

    • Google Searches May Be the Best Measure of Human Nature Yet | Seth Stephens-Davidowitz

  • The RSA - Everybody Lies | Seth Stephens-Davidowitz | RSA Replay

  • O’Reilly - Lessons in Google Search Data - Seth Stephens-Davidowitz (NY Times)

  • CBS This Morning - "Everybody Lies": Online searches reveal our true thoughts

  • MSNBC - Here’s What We’re Googling In The Age Of Donald Trump | The Beat With Ari Melber | MSNBC

Books

  • Everybody Lies Book Site

  • Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are by Seth Stephens-Davidowitz

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than five million downloads and listeners in over a hundred countries.

What happens when you peer into the dark underbelly of the human psyche? How should we react when we uncover the raw truth of human nature, emotion, sexuality and racism? We explore all of this and much more in this fascinating interview with our guest, Dr. Seth Stephens-Davidowitz.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we discussed all things sleep. Sleep has been under attack for the last 10 years and yet, it is one of the most powerful things that you can do for your performance, your health, your mental well-being and your body. In our previous interview, we explored how to improve your sleep, how sleep works and what you can be doing to sleep better with our previous guest, Dr. Dan Gartenberg. If you want to get a good night's sleep, listen to our previous episode.

Now for our interview with Seth. Please note, this episode contains mature and adult content.

[0:02:02.9] MB: Today, we have another exciting guest on the show, Seth Stephens-Davidowitz. Seth is an author, data scientist and speaker. His book Everybody Lies was a New York Times bestseller and an economist book of the year. Seth is a contributing op-ed writer for The New York Times and has worked as a visiting lecturer at the Wharton School and a data scientist at Google. He received his BA in philosophy from Stanford and his PhD in economics from Harvard. Seth, welcome to the Science of Success.

[0:02:31.8] SSD: Thanks so much for having me, Matt.

[0:02:33.4] MB: Well, we're really excited to have you on here today. Your work and your research is so fascinating and I can't wait to dig into it. I'd love to start out with a really simple question or idea, which is what's wrong with surveys and the way that we try to collect data about humans and our behavior and human nature? What's the problem with the current methodologies that we're using?

[0:02:58.4] SSD: Yeah. One of the problems is, so there are actually lots of problems with surveys. One of the problems that I focus on the book is that people lie to surveys. There's an issue called social desirability bias, where people don't say what they're really thinking, or really going to do, or why they do the things they do. They say things that are socially desirable. 

If you ask people, are you going to vote in an election? Far more people say they are going to vote and actually go out to vote in an election. If you ask people are you racist? Just about nobody says yes, even though many, many people are racist. Many times we see that what people say isn't really true and that the bias is in the direction of what's socially desirable.

[0:03:36.3] MB: Tell me a little bit more about the concept of social desirability bias and what causes people to do that and how it can negatively impact survey results and research results.

[0:03:47.5] SSD: Well, I think we don't really know. Technically, surveys are anonymous so people don't need to lie. I think there are a couple of reasons people lie. One is that people lie in their day-to-day life. Your wife, or husband asked you, “Do I look good?” You tend to just say yes, even if they don't look good. Or was the dinner good? You say yes, these little white lies as we go through the day.

Then a big issue in surveys is there's no incentive to tell the truth. You don't have an incentive to lie necessarily, but you definitely don't have an incentive to tell the truth. If someone asked you, Gallup or Pew asked you a question on some topic that might be a little sensitive, people just assume, “Well, what do I gain by telling the truth?” I'll just tell something that just makes me feel good, or look good. There's really no reason for me to tell my secrets.

[0:04:38.4] MB: It's almost like their identity is playing into that and people want to see themselves in a certain way, even if they're not trying to deceive the survey or necessarily, perhaps they're really trying to reinforce a certain identity, or a certain characterization of themselves.

[0:04:53.8] SSD: Yeah, that definitely does play a role.

[0:04:56.3] MB: There's a great series of examples that you had. You touched on voting as one of them. Tell me the story about condoms and what some of the survey research revealed about that.

[0:05:07.8] SSD: Oh, yeah. I looked at data from the General Social Survey. That's this big data set every year produced by the University of Chicago. They asked men and women how frequent they have sex, whether they use a condom, whether it's heterosexual sex. 

You do the math and basically, American women say they use 1.1 billion condoms every year in heterosexual sexual encounters. American men say they use 1.6 billion condoms every year in heterosexual sexual encounters. By definition, those numbers have to be the same. There are only a certain number of condoms used every year in heterosexual sexual encounters. We know that somebody's not telling the truth, lying about this.

I reached out to Nielsen. They have actual ground truth data on how many condoms are sold every year in the United States. We have a woman saying 1.1 billion condoms used, men saying 1.6 billion condoms used. Well, according to Nielsen there are only 600 million condoms sold every year in the United States, some of them used by gay men and some of them thrown out. Basically, I think everybody's lying about this.

I think I do further research that I think they're not just lying about whether they're having protected sex, they're lying about the frequency of sex. I think there's a lot of pressure in today's culture for both men and women. It's a little stronger among men, but it's there for everybody to say you're having more sex than you actually are having, because I think it's people don't want to admit if they're not having sex, they're having very little sex. It shows the strong pressures in our sex-obsessed culture to maybe exaggerate how much people are having.

[0:06:36.7] MB: You discovered a methodology to start to see through some of these illusions and peel apart the social desirability bias that can skew research results. Tell me, how did you discover this new methodology and what is it?

[0:06:52.9] SSD: I was doing my PhD in economics. I don't even remember. One day, I just saw that Google had released this tool called Google Trends, which allows researchers to look basically how a search term when it’s searched, where it's searched, how frequently it’s searched. 

Right away, I became obsessed with this data set, in part because I suspected and I think I later confirmed that people would be really, really honest on Google and they tell Google things, that they don't tell other people, they don't tell their friends, their family members, their neighbors, their doctors, their psychiatrists, surveys, people pour their heart out to Google.

People will tell Google about their sexual desires, the pornography they want to watch. People will tell Google about their health problems, even health problems that might be embarrassing. People will tell Google about their dark thoughts, racist thoughts. People will tell Google about problems, their big struggles they're going through child abuse, self-induced abortion, there are all these areas where people might be really shy to talk about these with other people, but they really do pour their heart out to Google.

[0:08:03.8] MB: It's such a fascinating thing to uncover and this idea that you may not ever think about that in your daily life. I certainly hadn't thought about it that way until you phrased it like that. The fact that we really do tell Google our deepest, darkest thoughts, the things we wake up at 3 a.m. and Google in the middle of the night, we tell Google all of our fears and fantasies. Oftentimes, there are things that we would never dream of telling, even some of the closest people in our lives.

[0:08:33.8] SSD: Yeah. It's definitely an interesting window into people. I've expanded it beyond Google. I also in the book, I got data from Pornhub, what videos are searched for and watched all around the world and that also is an interesting data set, where people – if you ask people, many people I don't think they're going to be necessarily want to say what they're watching or what they're searching on Pornhub, but the data set is really, really interesting and revolutionary for the study of sexuality. I think really there is corners of the Internet where people are giving us windows into the human psyche that we've never had before.

[0:09:11.2] MB: I want to dig into that a little bit, because you have some fascinating conclusions and research that have come out of that. Tell me a little bit more about what came out of the research that you did on sites like Pornhub and what fascinating things you revealed about the darkest facets of the human psyche.

[0:09:28.9] SSD: Yeah. Pornhub. I mean, I think the general conclusion from Pornhub data is that sexuality is a lot more varied than we're usually told. I think when I was growing up, there was an idea that sexual fantasy was basically Playboy magazine. It was this very conventionally attractive, big-breasted, thin, maybe blonde-haired girl next door. I think Pornhub data really reveals much wider array of sexuality, like heavyset women are very, very popular on Pornhub and that's not usually talked about.

Usually, we think that skinny is attractive and heavy isn't attractive. You see widespread desire for heavier women. Then people's fantasies are just very politically incorrect sometimes. Violent pornography, even rape porn is about twice as common among women than men, which isn't usually talked about. It doesn't mean that women want to be raped, or that makes rape less of a crime, but it does show that people's minds are not – they don't always go places necessary they'd want them to go and sexual fantasy can be politically incorrect, basically.

[0:10:39.3] MB: The interesting thing about a lot of this data and this applies well beyond research into human sexuality is that these are the hidden, real trends and patterns and thought patterns that are driving human behavior. It's so interesting that a tool like Google, or a pornography website could be used to peer into and almost become a mirror to look back and give us the truth about something that people would potentially never reveal in traditional survey style research.

[0:11:10.6] SSD: Yeah. My favorite fact I uncovered in all of my research is that the number one Google search that starts with, “My husband wants,” in the country of India is, “My husband wants me to breastfeed him.” That's India and a little bit of Bangladesh and nowhere else. Also, pornography for adult breastfeeding is much more popular in India than anywhere else. That just shocked me.

Then I think I published that and then they did some research and they asked people in India about this. Everybody's like, “No, no, no. That's not a thing in India.” I'm confident based on this data that it is reasonably widespread sexual fantasy that developed in India and a little bit in Bangladesh and nowhere else and isn't talked about at all, which is just fascinating for a lot of reasons that a sexual fantasy can develop in one part of the world and nowhere else. What caused it? That something can be widespread. Because it's shameful, just not be talked about at all and not be ever acknowledged. Yeah, that's – it really does change how you view the world.

[0:12:17.7] MB: It's as if you've started to really see and understand human nature in a way that very few people have and in a way that may even be a little bit uncomfortable.

[0:12:29.0] SSD: Yeah, there's definitely an uncomfortable element to it, because I think people lie. There are two islands. One of it which I think is comforting is that you can feel less weird knowing that other people are also weird. I think a lot of human suffering is because everybody else puts on a front of how their life is going. I think a lot of people think that their problems are – they're uniquely messed up. I think the data from Google, or from Pornhub shows you, “All right, everybody's a mess in their own way, or weird in their own way,” and even if it's not talked about and there's probably nothing particularly abnormal about you. That I think can really comfort people.

There is also a dark side. Another reason people lie is people lie in socially desirable ways to say, for example, “I'm not racist.” I uncovered in Google searches a huge amount of secret, explicit racism in the United States, people searching for really, really nasty jokes about African-Americans in huge numbers. That does make you feel worse that people might be if you're black, people might be smiling at you and shaking your hand and being really friendly and nice, but then they're going home and searching things like N-word jokes that is an uncomfortable fact that this data reveals.

[0:13:48.3] MB: How have you grappled with that and what have you taken away from that research? How have you thought about what we should do with that information?

[0:13:59.7] SSD: Initially, I just was uncovering these facts that are hidden, but now I'm more interested in how we can use it to change society. Instead of studying how much racism is there, say can we use this data to understand what actually lowers racism, which may be different from what people talk about. 

Yeah, I think there are just a lot of secrets. I'll give you one study I'm working on a little bit. It's preliminary, but I'm doing this study on what people search for before they search for suicide, which I think is really, really important. I don't think we really know it necessarily why people choose to end their life, or think about ending their lives, because there's so much stigma around mental health and suicide.

I found that a big complaint is health problems, about 30% of people before they search for suicide searched for some health problems. Many of the health problems in the data set I was looking at – there's actually a different data set. It's an AOL data set, which allows you to track anonymous individuals over time, not Google which doesn't allow you to do that. 30% were health problems and the number one health complaint was depression, which isn't any surprise. We know that depression is a major risk factor for suicide and anxiety was very high.

Then near the top in the data set I looked at was herpes, the STD. People search for herpes, and then basically that they've gotten a diagnosis of herpes, then they search looking to commit suicide. That shocked the hell out of me, because that's not really usually considered a risk factor for a suicide. I think the reason for that is the stigma around the disease. Some young people when they get the diagnosis that being young, it is a period of life where there's a huge amount of paranoia and nobody really knows what's going on, what's normal, what's weird and many people can get very paranoid.

I was also looking at this data and I said, okay, what else do people search when they search herpes and suicide? I found the number one other search for people searching herpes and suicide was celebrities with herpes, which is actually a common search for many illnesses. If people have searched – suggest they have depression, they searched for celebrities with depression and I think people with an illness like to find role models, people who have that disease and have spoken out about having that disease and it makes them feel better, so they know they're not alone and they know that some of their heroes also have struggled with this problem.

Then I googled what comes up when you search celebrities with herpes. When I looked, as I checked, basically all that comes up is a list of celebrities accused of having herpes who deny they have herpes. They're a couple B list, or C list, or probably D list celebrities who do say they have herpes to try to lower the stigma, but very, very few celebrities and no real A list celebrities.

That's disturbing that you have this data uncovered by searches that there seem to be a large number of people, particularly young people greeting a diagnosis of herpes with thoughts of suicide and they're looking for role models. Instead of having a list of top celebrities saying, “I have this. It's not a big deal. It's nothing to be ashamed of.” We have a few celebrities saying, “I would never have such a horrible illness. It's so embarrassing that I would never admit it,” basically. I think that literally based on my analysis, if celebrities admitted that they had herpes that literally would save lives.

[0:17:24.9] MB: It's so interesting that even the concept of retroactively looking back through search histories and saying, okay, someone is searching about suicide, which is a predictor of potential suicide rates, let's figure out what's causing that. The ability to even just go back through their search history and see the evolution of those thought patterns is such a fascinating research methodology and creates so much potential for really truly understanding how people think and behave.

[0:17:57.4] SSD: Yeah. It's sad too. It makes you more compassionate, because some of these search strings, I just remember this one guy, he's in horrible back pain and just over and over again, he's like, “I need to end my life. I can't take this back pain anymore. Blah, blah, blah.” It just makes you compassionate, because you really have no idea who's in back pain. It's like, you might walk around and be jealous of some guy, or girl, or like, “Oh, that person has everything.” If they have back pain, they might be going literally insane on the verge of suicide because of that. You just really don't know what's going on in other people's minds.

I think when you look through some of this data, I think it does make you more compassionate, more easy on other people. There are a lot of people struggling with things that aren't openly talked about. Even people who probably on the outside look like they have everything, or look  like they have it all together.

[0:18:53.3] MB: I think that that is such an important life lesson. One of my favorite quotes and I'll paraphrase it a little bit, but it's this idea that everyone you know is fighting a battle that you know nothing about. Your research has really in many ways uncovered the truth behind that and peered into the soul of many people and realized wow, there really is so much suffering and struggle that we never hear about, never see about, especially in today's world which ironically, the surface level of all these technologies, all of the social media is this glossy veneer of my life is perfect and it's amazing and look at me going on vacation and eating all this amazing food and taking wonderful photos. Yet the flip side of that, the same technology platforms are basically hiding and housing the deep, dark secrets of all of these people.

[0:19:48.9] SSD: Yeah, definitely. That's a good way to put it. Sometimes I do wonder if we'd all just be happier. I’d never suggest this, but if literally all our searches were just revealed, or all our Internet behavior would just be revealed, it would be embarrassing for five seconds, then I think we'd almost have a better society at that point. I think a huge cause of unhappiness is comparison to other people's lives and other people's cultivated lives. The lives that they put on social media and the lives that they might talk about when they're trying to impress you.

I think a lot of us feel our lives don't compare. Then if you saw people searches, you see just about everybody's going through a lot of suffering and a lot of anxiety and a lot of doubt and a lot of weird thoughts. I think it would just make everybody feel a little more normal, a little more okay in who they are. I hope that at least my book and some of the research I've done will do that on an aggregate stick scale. You don't know for any individual, okay, what's that person going through, but you know through this data that a lot of people, a huge number of people are going through things.

It's a good excuse to go easier on yourself and on other people. You go easier on other people, because you know they're going through things. You go easier on yourself, because you're like, “Okay, I haven't failed as much as maybe I feel I have. Other people also have problems and issues and struggles and difficulties and it's totally normal.”

[0:21:16.5] MB: Such a great insight. We've had a number of really good interviews on the show about the power and the importance of being self-compassionate. I'll throw some of those into the show notes for listeners who want to dig in on that. You brought up a really good point earlier and just underscored it again, which is this notion that as a researcher who's actually coming through this data, you've uncovered so many fascinating trends. One of the changes that it's created for you is that you've become more compassionate and more understanding of other people and their quirkiness and their own struggles and challenges. What are some of the other changes, or lessons that you've pulled from doing all of this groundbreaking research?

[0:22:01.6] SSD: Dating is another one. When you see the pornography data and how much variation there is and what people search for, I think when I first started dating a while ago, I viewed the world as everybody is ranked 1 to 10. Brad Pitt or whatever is a 10 for men and Natalie Portman is a 10 for women and goes down from there. I think you do see in the data that that’s not really as true as you might think. There are some people into just about anything.

I think one experience that I've been through and I think other people maybe can relate is you get rejected by someone who you think is a 5, or a 4 and then you go on a date with someone who you think is a 7 or 8 and she's into you and you're like, “Why?” Well, you might just be her type basically. That makes rejection a little less personal too, because you might really just not be – it's not just that I'm lower on the ladder than you are, it's more just like, okay, I may not be your type. Just keep going out and trying until you find someone who is your type and you are their type.

[0:23:12.8] MB: Yeah. That's a really important lesson, this idea that this false narrative, or the social construct of some dating hierarchy doesn't really exist. This could be applied to any – even something like sales, right? If you don't have a pipeline of opportunities and you give up after the first no, or the first rejection, you're missing out on a huge array of potential that – and this could apply to any endeavor in life. If you don't cultivate a number of opportunities, you may not get to where you need to get, because there's so many different reasons that people may like you, or your business, or your opportunity, your idea, your podcast, your research, whatever it might be, you as somebody in the dating pool, all these different pieces. 

A lot of times it's a process of discovery to go out there and put yourself out there. You have to be willing to be rejected and fail a few times to really find a good match for yourself.

[0:24:08.4] SSD: Definitely. I think yeah, the variation in taste is really, really important, I think. Yeah, it's the same with entertainment, or a podcast. Some comedians – I might find a comedian really funny. My friend may think that person's not funny. Then there might be another comedian where it's completely reversed. You just have to find your market and put your content out there widely and find your market and not take the rejection so personally.

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[0:26:06.2] MB: I want to zoom out a little bit and dig into a couple other themes from your research. One of the more interesting papers that you produced that I thought was fascinating discussed the relationship between opioids and anxiety and panic attacks. Tell me a little bit about that work and how you decided to research that and what some of the conclusions were.

[0:26:29.6] SSD: Oh, so I just was interested. There's been a big rise in anxiety searches in the United States over time. There's this tool Google Correlate, which allows you to see basically what searches are made the same time periods that searches for – If you put a search, anxiety or panic attack, it will tell you what searches, track that search in a time series that when weeks and when those searches are high, panic attack searches are high.

One of the top when I looked at it was opiate withdrawal. That was really interesting, because I'm like, “Wow. Are opiates playing a big role in the rise of anxiety?” Again, something that's not really talked about. In general, the whole anxiety thing is interesting, because I think I live in New York City, I live in Brooklyn, I'm from the New York area. I think there's a stereotype of urban intellectuals being really neurotic. There's Woody Allen and all these movies about being this neurotic New Yorker and Larry David expanded on that idea.

If you actually look at the data, where is anxiety highest, where panic attack is highest, it tends to be rural areas, poor areas, places with lower levels of education and I think areas that have been really hit hard by the opiate crisis. I think that was just suggestive evidence. It's not definitive, okay, the opiate crisis is causing a rise in anxiety. I think it's highly suggestive that that's playing a role.

[0:28:04.5] MB: Very interesting. What are some other fascinating connections, or things that you've uncovered in your research peering into some of these search result trends?

[0:28:18.2] SSD: One of them, this actually isn't my research, but I think it's an important one. The Microsoft researchers have looked at people who searched for pancreatic cancer, suggesting they just got diagnosed with a pancreatic cancer. What are they searching the weeks and months before that. They found really, really subtle patterns of search symptoms, basically what symptoms they searched. They found things like if you search indigestion followed by abdominal pain, that's a risk factor for pancreatic cancer.

That really wasn't known to the medical community and that's I think a really fascinating way to do medicine, to mine these enormous data sets with thousands or tens of thousands of people who just say they got diagnosed with pancreatic cancer and what symptoms were they searching in the lead up. The key with pancreatic cancer is the earlier you find out, the higher your survival rate. We can potentially use this information to maybe help people earlier on.

[0:29:09.7] MB: That's wild. That in many ways reminds me of the same methodology from some of the research around suicide and in the sense of looking for people who searched for pancreatic cancer and then tracking that back through time and saying, well, what were the prior searches that were precursors to them having that potential diagnosis? The whole idea of using that as a medical diagnostic tool could really open up some fascinating possibilities.

[0:29:35.9] SSD: Yeah, definitely.

[0:29:37.4] MB: I want to change gears and think about how we can take some of the lessons and ideas from your research and apply this to our own lives. I know you mentioned to me that you're working on a project about how we can start to use data to make better life decisions. Tell me a little bit more about that.

[0:29:57.1] SSD: This is I guess right along with the theme of your work. I just really noticed in my own life that I'm obsessed with data. I really love the book Moneyball and the movie Moneyball. I'm a big baseball fan, so I was obsessed from an early age about data analytics in how they transformed baseball. I've used in my own business, like when I worked at Google, I was using data to help make decisions.

When I think about the big decisions of my own life, I would say I'm about as nerdy and data-focused as it gets. I would say basically, I've largely gone on my intuition, just followed advice of other people. I haven't really used good data and I haven't done things. One of the great things about the Moneyball example is that baseball teams start doing all these counterintuitive things, these things that looked wrong and felt wrong, but war according to the data actually right.

Baseball teams started widely using the infield shift, where you put all the infielders – you put mostly infielders on one side of the infield. It looks crazy. You're opening up one side of the field totally. It looks like it can't possibly be a good decision. Yet, the data suggests more times than not, it's the right play. I can't really think of many examples in my own life where I've done something that felt wrong, but it was justified by the data.

I wanted to say what would be a Moneyball approach to life, to the big life decisions, to dating, to parenting, to career, to health, dieting, to happiness. What would be things that maybe, or many of them might be counterintuitive, many of them might feel wrong, but actually according to the data are better decisions. That's what I've been exploring for the last couple years and hopefully producing a book based on it.

[0:31:51.0] MB: What have you uncovered so far and which decision categories have you started to dig into?

[0:31:55.9] SSD: One of the ones I like is parenting. If you actually look at the data on parenting, I think it's pretty overwhelming that the number one decision you make as a parent that counts more than every other decision combined is where you raise your kids. There's new evidence that they've tracked using tax data, kids who move from one part of the United States to another part of the United States. 

They found that growing up in certain parts of the United States just gives you a massive advantage, even tiny neighborhoods are massive advantages, relative to the other things parents do the evidence for a long time has said overall, parenting has actually a pretty small effect, whether you read to your kids, or whether you ban video games, or what advice you give them, all these things seem to add up to not that much.

Then the neighborhood you raise your kids in adds up to a whole lot to the point that I think more than 50% of the impact to a parent will be what neighborhood you raise them in. Then there's all these data using these places, the best places, both the places that have historically been the best places to raise your kids and the characteristics of neighborhoods that are best places to raise their kids. 

What seems to matter more than anything else it's not the economics of the area, whether it's growing or not, it's not necessarily even the schools, traditional metrics of school success, it tends to be the people around the area, whether they're good citizens themselves, whether they're good role models for your kids.

I think one of the reasons for this, the evidence starting to suggest is that kids frequently will tune out what you tell them. If you give them advice, they'll go through a stage where they're like, “Ah, that's stupid. I'm going to try something else.” They go through a stage where they think you're a clown and you're crazy and everything you say is wrong, but the neighbors they’ll always respect and think highly of.

For example, girls who move to areas with lots of female scientists, if their neighbors are female scientists, they're much more likely to become a female scientist. Basically, what it suggests is as parents, that's counterintuitive, so I think parents just assume okay, the big things are how I raise them, the models I sell, or the career advice I give them, the opportunities I offer them, the lessons I teach them, the books I read to them, the presents I give them. I think what this suggests is really the big thing you're going to give them is the people you put in their environment, people you put near them, the other adults you put near them, who they're going to model themselves after and track.

Again, these are not necessarily the places you'd normally think. It's not necessarily, okay, go to the suburbs where there's some highly ranked school. That may not be the best role models. There may be better people, better role models in other parts of the country.

[0:34:44.3] MB: Very interesting. Coming back to the framework that you're using for this, I love the Moneyball approach to solving some of these big challenges in life and using science data and research to find sometimes counterintuitive strategies is such a great methodology for trying to implement really anything.

[0:35:05.0] SSD: Yeah, definitely. Another one is dating, because this came up in this discussion of porn, but there's actually a study where they've shown that woman who shave their heads do surprisingly well in online dating sites and getting lots of dates, which you think would be totally crazy. Women shaving their heads is not usually thought of as attractive. It goes to the point that there are different types and people are into different things. By doing something that really expresses your personality, you can really become 10s to some people.

I think the intuitive strategy in dating is you rank yourself on a scale of one to 10 and you try to say, “What can push me higher? If I'm a five, how can I make myself into a six on average?” I think the better dating strategy is to increase your variance, not your mean. Instead of saying if you're a five, don't try to say what makes me a six on average. Say what makes me a 10 to some people? Do things that might be a little bit more – that some people are going to find really unattractive, but some people are going to find really attractive.

[0:36:12.1] MB: That methodology of increasing your variance instead of your mean in general is a great mental model. Dating is certainly one example where that can be really effective. I think even drawing that out and having that as a tool in your tool about of mental models is a great and very counterintuitive method for potentially improving your output, or your results in many different fields.

[0:36:36.9] MB: That's true. I agree. It depends a little on how big is the market, are there different preferences for your product, I guess. Yeah, I think in general it's probably not done enough. I think a lot of people are really concerned with people thinking they're weird. Doing these things frequently requires getting your variance high, frequently requires doing things that will make some people think you're weird.

If you shave your head as a woman, you're walking down the street, some people are going to think, “That person's a weirdo,” but it's actually the better strategy. If you have an outrageous product, that's going to cause some people to think you're weird, but it could mean some people are really into you.

Yeah, I think artists have found this a lot. Bob Dylan, I remember when he was starting out, he just got extreme reactions, very polarized reactions. Some people loved him and some people hated him and thought he was the weirdest guy ever and why's this guy singing. That was a good thing. I think Dylan had this personality where he didn't care so much about people thinking he was weird, which helped him a lot.

[0:37:47.2] MB: If you look at a field, even as broad as success, if you want to achieve something that not a lot of people have achieved, you have to do something that not a lot of people are willing to do. That same idea of doing things that people may say, “You're weird. Why are you doing that?” Those are often the exact things that you need to, or should be doing if you really want to stand out, if you really want to create results, if you really want to achieve something.

[0:38:13.8] SSD: Yeah. I mean, I definitely learned that in my own life. I was working at Google and I remember I was in this beard garden with a couple my friends, a bunch is random people and I was about to quit my job to write my book. I was reading sections for my book to them. It was I think a section on sexuality, or pornography, which I thought was really interesting. They were just like, “Who the hell is this creep? He's so weird. Why is he quitting his job at Google? You have a good job. You're going to quit to write this book.” Then it ended up working out really, really well.

Yeah, I think now if people think I'm weird, I don't really think it's bad. I usually think that's a good thing. I'm a little concerned when everybody thinks what I'm doing is really normal, or everybody thinks it's a good idea, because again, yeah, just being meh, okay to everybody, it is not usually the way to win in modern society.

[0:39:04.1] MB: That's a great lesson something I've also experienced in my own life. It's so important to really think about – I almost use it as a contra indicator. If I'm doing something, or a positive indicator. If I see something I'm like, “This seems weird and people might judge me for doing this,” I often think to myself, “Maybe that means that that's exactly why I should do it.”

[0:39:27.4] SSD: Yeah. You got to stand out. Attention is so hard to get these days. I think so many people are – there's such a high pressure to conform and to not be weird, basically. People feel that so strongly. I think you got to try to fight against that.

[0:39:43.0] MB: Seth, for listeners who want to take something that we've talked about today and concretely implement some of these themes and ideas into their lives, or use what we've discussed to improve their lives in some way, what would be one action item that you would give them as a step to concretely implement or use this to improve themselves?

[0:40:03.7] SSD: Maybe any time they're feeling bad about their lives, just look at Google autocomplete and type something like, “I am always.” You'll see all these people. “I'm always tired. I'm always hungry. I'm always thirsty.” I think typing in things like this and seeing what's on people's minds, I found that usually makes me feel a little better when I'm really hard on myself, makes me a little more compassionate.

[0:40:30.4] MB: That's a great and really simple hack to realize that everybody is struggling and everybody is suffering, and that you are not an isolated island. That part of the human experience is almost to feel the solution that you're alone, when really, we're all going through the same things.

[0:40:51.7] SSD: Yeah. Again, I think at least myself, but I'm guessing a lot of other people really can be hard on their selves, thinking that everybody else has it figured out. We personally don't. Literally, Google autocomplete. Just type, “I hate.” You see, “I hate myself. I hate my wife. I hate.” You just see, okay, a lot of people are struggling and confused.

[0:41:13.5] MB: Well Seth, where can listeners find you and your work and all of your research online?

[0:41:18.9] SSD: I always suggest just googling Everybody Lies Seth, because I have a complicated last name that nobody's going to find. If you Google Everybody Lies Seth, you'll find out who I am and see all my website and my Twitter feed and anything else you'd want.

[0:41:35.2] MB: Well Seth, thank you so much for coming on the show, for sharing some really fascinating and thought-provoking research and some interesting life hacks and strategies to implement as a result of it.

[0:41:46.7] SSD: Thanks so much.

[0:41:48.2] MB: Thank you so much for listening to the Science of Success. We created this show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Thanks again, and we'll see you on the next episode of the Science of Success.

January 16, 2020 /Lace Gilger
Health & Wellness, Influence & Communication
Dan Carlin-02.png

Dan Carlin: Fake News, Misinformation, and Being an Informed Citizen

December 19, 2019 by Lace Gilger in Mind Expansion, Influence & Communication

In this episode we ask: how do you become an active and informed citizen? What are the challenges of forming a coherent view of history and politics? What do you do if your foundational beliefs are coming into question? In a world full of noise, confusion, and fake news - we sit down with our guest the legendary podcaster Dan Carlin to uncover how we can make sense of today’s confusing world. 

Dan Carlin is a political commentator and podcaster. Formerly a professional radio host, Dan hosts the incredibly popular Hardcore History podcast and has been called “America’s History professor.” Dan uses his out of the box,“Martian” thinking, to bring listeners a new understanding of the past. He is the author of the new bestselling book The End Is Always Near: Apocalyptic Moments, from the Bronze Age Collapse to Nuclear Near Misses.

  • Can technological progress ever move backwards?

  • What constitutes an existential threat to humanity?

  • Can technological progress ever regress?

  • The reality is that up until the last few hundred years, progress hasn’t exactly been a straight line up

  • Things are going to be the way they always have.. or they won’t...

  • What is the concept of progress? 

  • Even if you look at the pace of change 

  • Is there a limit to technological change? What happens if we exceed that limit? 

  • Creative destruction creates imbalances in society. Birthing a new age can be as bloody and traumatic as the real thing. 

  • What does it mean to be an informed citizen in today’s America?

  • We often view the world as black and white and listen to pundits and talking heads - but the reality is that the world is infinitely more nuanced.

  • Ask yourself - why would someone do something if they thought it was wrong?

  • You have to create HISTORICAL EMPATHY - put yourself in the perspective of people in the past and try to understand the world from their perspective. 

  • Exploring the grey areas is how you get a more holistic view of the way the world really works. 

  • How do you think about the role of CONTEXT vs the PERSONALITY in the creation of great historical figures?

  • The reality in history is that there are always many different competing and overlapping dynamics.

  • “The rashaman effect” - on top of all the competing forces and dynamics, you have the HUMAN perspectives shaping the way history is recorded, told, and reported

  • Everything is a mosaic of forces and perspectives. 

  • How have you navigated these waters? How do you think about being an informed citizen, forming a coherent opinion.. in the midst of all this chaos

  • “Wisdom requires a flexible mind.”

  • “When the facts I change my mind, pray tell , what do you do?”

  • Challenging your own beliefs is a basic sign of intelligence. You are required by your own consciousness to continually examine your beliefs and hold them up against evidence. 

  • Without questioning your beliefs you have the equivalent of an ideology not a belief. 

  • The news sells ANGER and OUTRAGE. The news is an outrage and anger machine. It generates anger for cash. 

  • What does patriotism mean?

  • Most of the major radio and TV talk show hosts are acting personas.. that’s not what they really believe. 

  • How do we deal with the extreme anger, outrage, and polarization in our current society and political climate?

  • Should we re-read the founding fathers? Should we re-read the romans and greeks on different systems of government? 

  • It’s hard to get out of your own time and your place to form a REAL perspective with less bias. 

  • “He who knows only his own time remains always a child.” - Cicero

  • The vital importance of studying context to get a better perspective on the world. 

  • History and humankind is very messy. That messiness is the true reality. It’s easy to dispense with that, but it’s wrong. 

  • If you could read a history book from 500 years from now, our entire century would be smashed into a paragraph. “Describe the last 100 years in a single page” - gives you a sense of how history is recorded and shared. 

  • Simply trying to get a handle on what’s real is a HUGE challenge right now. 

  • Garbage in, garbage out applies to the information you consume!! 

  • Homework: Try to summarize the last 100 years in a single page, to get a sense for how complex history is and how much nuance is removed by the creation of history. 

  • Homework: don’t trust people who are certain in their beliefs

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Dan’s website and Wiki Page

  • Dan’s Twitter and Facebook

  • Hardcore History and Common Sense Podcasts

Media

  • Big Think - “Is the end near? Podcaster Dan Carlin discusses his new book.” by Derek Beres

  • [VR Experience] War Remains by Dan Carlin

  • Animation Magazine - “‘Hardcore History’s Dan Carlin & MWM Bring WWI VR Experience to Tribeca” By Mercedes Milligan

  • Variety - “Dan Carlin’s WWI VR Experience ‘War Remains’ Opens in Austin” By Janko Roettgers

  • [Podcast Directory] Dan Carlin's Hardcore History: Addendum

  • Reason - “Hardcore History's Dan Carlin on Why The End Is Always Near” by Nick Gillespie

  • The Dallas News - “From barbarians to nuclear bombs, Dan Carlin explores a range of catastrophes” by Michael Hill

  • PR Newswire - MWM Immersive and 'Hardcore History's' Dan Carlin to open 'War Remains' VR Experience in Austin 

  • Engadget - “'Hardcore History' host Dan Carlin wants you to relive WW1 in VR” by Devindra Hardawar

  • DiscoverPods - “How Dan Carlin became a staple in the podcasting world” by Morgan Hines

  • Austin 360 - “In ‘War Remains,’ history podcaster Dan Carlin harnesses the power of virtual reality” by Joe Gross

  • Huffpost - “America’s Best History Teacher Doesn’t Work At A School” By Benjamin Hart

  • [Podcast] History on Fire - EPISODE 44 Dan Carlin

  • [Podcast] The Joe Rogan Experience - #1041 – Dan Carlin

  • [Podcast] Dan Schawbel - Episode 56: Dan Carlin

Videos

  • Dan Carlin’s YouTube Channel

    • Dan Carlin's Hardcore History 50 Blueprint for Armageddon I

    • Dan Carlin's Hardcore History 56 Kings of Kings

    • Dan Carlin's Hardcore History 60 The Celtic Holocaust

  • Talks at Google - Dan Carlin: "The New Golden Age of Oral Historical Storytelling" | Talks at Google

  • TEDx Talks - The New Media's coming of age | Dan Carlin | TEDxMtHood

  • Powerful JRE - Joe Rogan Experience #847 - Dan Carlin

  • The Rubin Report - Political Martians and Hardcore History | Dan Carlin | POLITICS | Rubin Report

  • Learn Liberty - Dan Carlin – How Liberty Requires Rights and Tolerance

  • Dan Carlin – How Crises and Corruption Can Lead to Change

Books

  • The End Is Always Near: Apocalyptic Moments, from the Bronze Age Collapse to Nuclear Near Misses by Dan Carlin

Misc

  • [Wiki Article] - James Burke

  • [Profile] - Nick Bostrom, The future of humanity institute

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[00:00:11] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet with more than 4 million downloads and listeners in over a hundred countries.

In this episode, we ask, “How do you become an active and informed citizen? What are the challenges of forming a coherent view of history and politics? What do you do if your foundational beliefs are coming into question?” 

In a world full of noise, confusion and fake news, we sit down with our guest, the legendary podcaster, Dan Carlin, to uncover how we can make sense of today's confusing world. 

Are you a fan of the show and have you been enjoying the content that we’ve put together for you? If you have, I would love it if you signed up for our email list. We have some amazing content on their along with a really great free course that we put a ton of time into called How to Create Time for What Matters Most in Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That successpodcast.com, or if you're on your phone right now, all you have to do is text the word “smarter”. That's S-M-A-R-T-E-R to the number 44222. 

In our previous episode, we uncovered the truth about what really holds people back and shared the secret strategy that all successful people use to achieve incredible things. We examined the world's most successful people and figured out exactly what commonalities they share and how you can use them in your own life. All of that and much more in our previous interview with Alex Banayan. If you want to learn what the world's most successful people have in common and how you can apply that to your life, listen to our previous episode. 

Now, for the interview with Dan. 

[00:02:07] MB: Today, we have another epic guest on the show, Dan Carlin. Dan is a political commentator and podcaster. Formally a professional radio host, he hosts the incredibly popular podcast Hardcore History and has been called America's history professor. 

Dan uses his out-of-the-box Martian thinking to bring listeners to a new understanding about the past. He's the author of the new best-selling book The End Is Always Near: Apocalyptic Moments from the Bronze Age Collapse to the Nuclear Near Miss.

Dan, welcome to the Science of Success.

[00:02:38] DC: Thank you for having me.

[00:02:39] MB: We’re so excited to have in the show, Dan. As I was telling you in the preshow, I'm a big fan of Hardcore History and your work, and I’ve listened to so many of the podcasts and really dug into that. But I'm curious, as somebody who's explored many of the most interesting periods and events throughout human history, what inspired you to take on this new project and write about The End is Always Near?

[00:03:04] DC: The listeners. They’ve been asking for something like this for a long time, specifically transcripts are what they wanted. I always thought that they wanted the transcripts because they’d never actually read them, and I have read the transcription, and they’re indecipherable is a good way to put it in terms of – I was a little appalled to be someone some people think is a good communicator, and then to see my actual words in transcript form on the piece of paper was a little humbling. 

So in answering the question though, there were a bunch of people that came together at the same time, people wanting a book, people offering books. That just seem liked something – The time had come to do that. There have been several times when it’d come up and it just wasn't the right time. So it seemed like the right time to sort of move forward with that and just sort of experiment with another storytelling means or outlet maybe.

[00:03:49] MB: How did you pick the topic of apocalypse or apocalyptic moments and what struck a vein with you in wanting to write about or share that?

[00:03:58] DC: Well, I’ve been broadcasting for about 30 years now. So I consider myself whatever else I might be. I’m a veteran broadcaster, but I'm not a veteran book writer. I've written articles before, but that's really different than trying to write an entire book. So I was leaning heavily on the advice of the people I was working with who had written books before, publishers, editors, people like that, and they had suggested that there must be tons of material in our archives that would make a great book. They suggested I sort of lay it all out on the floor, which I've actually never done before with all of my – I never looked back sort of. 

So we laid it out on the floor and they said, “See? You can find some commonalities that connect the various stories.” It was a little like doing one of those inkblot tests from the old psychologist TV show where you go, “Oh! I guess I'm interested in apocalyptic stuff and end of the world stuff,” and I think it was a little revealing personally. 

There was a lot of stuff that connected the material together, or at least in my own mind connected the material together, connected with things like questions that I find fascinating like, “Can technological progress ever move backwards?” for example. That to me sort of fit in to the general template of decline, or end of the world, or things that could knock us back. 

There’s a guy named Nick Bostrom, who’s a fascinating guy. He's sort of like half physicist, half philosopher, and he works at the Future of Humanities Institute, I think it's called, at Oxford University, and he defined – One of his definitions of an existential threat, because I always thought that that just meant the wiping out of life. 

But one of his definitions of existential threat was to have your human capabilities knocked backwards and to never regain your former abilities. Imagine if we lost the ability to shoot satellites or anything else up into space. You could look back and say, “Wow! Our grandparents could do that,” but we can't do that anymore. 

In Nick Bostrom's definition of existential threat, that would fall under the category. Those kind of things are fascinating to me, and I don't think there's any right answers. But exploring the questions, I could talk about that stuff all day, and that's what the book is about, I guess.

[00:06:09] MB: It’s so interesting. I love the way you open the book, which is essentially with that question of have we reached the end of history, or is there a possibility that the technological progress that we've come to see as inevitable and forever increasing could actually regress at some point.

[00:06:27] DC: Well, I think it's fascinating because I think we’ve been on – I mean, if you look at – I always call it the civilizational stock market. If you could draft human capabilities, and I say that because there's a lot of things that we consider to be progress or things that you would measure the standards of a society by. Something like, for example, reading. But reading might not be as important as we think it is. The idea of technological progress is a biased one from the get go. Things that we assume might be important. Things that we do, like reading, for example, might not seem that important to different people in different realities, right? It’s a skill we value, because we use all the time, but that might not be important in another context. 

But if you say human capability, like the ability to do medicine the way we do, or we said shooting things off into space, or computing, or anything like that. Well, if you looked at that like a civilizational stock market, that was your criteria. You could say that we’re on – Let's call it a 500 or 600-year bull market, where things have been going gangbusters since at least the Renaissance and probably since more the Middle Ages. 

But if you look at history on a larger continuum, certainly in certain times in certain places things regress, and people forget how, for example, in some spots, how to rebuild the Roman aqueducts once the Romans are gone. Those are fascinating things to modern people if only because we haven't experienced them in a long time. 

Due to the inkblot test that my editor started, apparently I'm interested in that too. So we ask questions about – I look at it as a fork in the road. Either things are going to be the way they always have, which on one level is terrifying, or they're not going to be the way they always have, which is fascinating. On something like technological regression, either it's going to happen again or it's not, and either one of those questions is something that apparently I'm very interested in, and I frame a lot of the books challenges with that sort of fork in the road tradeoff. 

[00:08:32] MB: That’s such an important distinction, and the notion that if you look at the record of history. The reality is that progress is not always a straight upward line. It really puts into perspective the belief that we have that we may or may not be in a unique historical moment. I'm sure the Romans probably felt the same way that their empire would be ageless and forever progressing upwards.

[00:08:55] DC: Well, and like we said, even the concept of progress is biased, because we look at it in terms of these technological capabilities, because that's sort of the way we frame everything in our society. But what if somebody was judging things more on some sort of moral criteria, and their moral criterion was let's just throw something out there. Maybe they’re pacifistic, and so their moral criterion for progress would be how well are you doing at eliminating violence. 

So by that sort of standard, progress might look, and they might not be able to read. They might not be able to shoot satellites into space. But the way that they value something is based on a totally different system. So that's why capabilities sort of comes to mind, because I think even if you look at the pace of change, I don't think it takes a genius. 

I mean, I'm raising a couple of teenagers right now and I was talking to my wife, there's three years difference between them. Well, it's fascinating how quickly technological change seems to be speeding up the differences between generations, because if you took me, I was born 1965, and you said how different are you from people born six or seven years before or after you? I'm a little bit different, but I'm not a lot different. 

My children who are born three years apart from each other and their friends are quite different from each other, and a lot of it is technological, right? One of them, her generation doesn't seem to talk on the phone at all. They’re completely text-oriented. But her little sister whose only a couple years different for her, they all FaceTime each other all the time. You sit there and go, “Could there possibly be differences due to the pace of – The speeding up of the pace of change in people that are that chronologically close to each other?” 

So I thought about how we’re all guinea pigs in this generation, because we’re all raising kids in an era where there are no metrics, right? So if your child is coming up to you and saying, “Am I old enough to have an Instagram account?” It's not like you can sit there and go, “Well, let me tell you how old we were back when I was a kid getting Instagram accounts.” You have no idea. So you’re just sort of making it up as you go along with this guinea pig generation. 

So I keep wondering, if the pace of change continues to speed up at the pace it is, do you reach a point where it can't continue, right? So I think we've all – Because that's been the world we live in, have become accustomed to and computer hard drives doubling in space every couple of years, capabilities increasing. When you get to AI, theoretically, increasing faster than humans can even do it. Is there a finite limit to that and ability to societally deal with that? To me, that’s one of the ways things could get totally screwed up in the future. 

If you're looking at like nasty things that could happen, certainly, outpacing society's ability to deal with the pace of change is right there. I think you see it right now in some of the more vulnerable societies on earth. I mean, if you look at the culturally constrained societies, I’m thinking of a place for example like Iran, or a China, or a Russia, and these people that are already – These countries that are already having a really hard time. For example, the social media and the ability of people to connect the way they do. That's an example of societal evolution trying to keep up with technological change. 

I think that that's going to be an interesting metric down the road. I mean, 500, or 600, or 700 years of sustained growth in human capabilities and a speeding up of that. Can the civilizational stock market, this civilizational bull market continue forever? I don't know. But those are the kind of things that are fascinating, aren’t they?

[00:12:31] MB: It's so interesting, and you raised a really good question, which is even turning the mirror back on ourselves and saying, “Can we as humans from a psychological perspective, from a social perspective, can we even handle the pace of change?” It's starting to get to a point where in many ways it looks like we can't. If the pace keeps exponentially increasing, it might get even more difficult.

[00:12:52] DC: Well, you say yourself, logically, is there a limit? You start from that premise. Is there a limit? If you suggest that there is a limit, then you say, “How close are we to such a limit and what would a limit mean? What would it even mean to say that there is a level of technological speed that we can't adapt to? What is not being able to adapt to something on a societal level even mean? Are we talking about some of the themes in the book when you get to that pace? That sort of level? I don't know.” But I think you can call it – When you look at – The history books will call them revolutions, right? The agricultural revolution, the Industrial Revolution, maybe you’d say the information revolution. That sort of situation destroys an old world in order to create a new one, right? Maybe you would call it creative destruction. 

But creative destruction creates imbalances and systems – For example, if the whole idea of robotics taking over a lot of the low skill jobs in society is as disruptive as some people suggest it might. Well, then that might be an example of the technological revolution we have now outstripping the systems that we have in place to accommodate life as we know it, right? 

In one sense you might compare it to like a caterpillar who’s putting off his cocoon to grow into this new age, but growing into a new age and birthing a new age, if you will, can be about as bloody and traumatic as the real thing. I mean, I think those are the kinds of systemic questions that you can look at now and say, “If you wanted to try to figure out a way that we could have all kinds of problems, just imagine the pace of technological change doubling and tripling and then asking, “If we’re having these kinds of issues now with some of the more sensitive societies, what’s going to happen to some of the less sensitive societies if the pace of change gets even more in an increased level of speed and disruption?

[00:14:48] MB: Increased automation is a great example of that. Even from a psychological perspective, you can look at it and say things like Facebook's algorithm and the way that people are – There’s so much information out there that people are being filtered and fed only things that they already agree with and they want to hear and all of that, all of these things. When you look at where we are now, if you put that on an exponential curve forward, it starts to get pretty crazy and pretty scary when you think about, “Are we even evolved from a brain capacity standpoint to handle some of these massive changes that technology is going to be foisting upon us?”

[00:15:23] DC: Well, it’s got me thinking of political questions in our own country too. Obviously, as an American, I'm looking in a system where – Obviously, this is the mythologized role of the electric, but you're supposed to be part of an informed citizenry, right? 

Well, what is an informed citizenry mean and what are the minimum standards we would expect to be an informed citizen? Does the minimum standard change over time? So, for example, there was a mythological Golden age when I was growing up that never really existed, and it was the mythological growing – It was the golden age, the truth in media could be trusted, right? So if you had the New York Times, or the Washington Post, or the three TV networks that we have when I was a kid and they told you something, there was a general belief in the validity of the facts, especially if they agreed on the facts, right? 

So if the Washington Post and the New York Times agreed on something with different reporters, you could kind of say to yourself, “Okay, this is a fact. We could debate things at work over the water cooler and we could cite the Washington Post and you'd have some fact you could use as part of being an informed citizen and having the sorts of political discussions,” but theoretically we inform citizens they’re supposed to make it a representative democracy. 

But what if all of a sudden the fake facts that were never real to begin with in the past becomes so drowned out in see of information much of it the equivalent of the aluminum foil type stuff that they throw out of aircraft to confuse heat-seeking missiles, flash I think they call it, right? If you're trying to separate the wheat from the chaff in terms of useful factual information 50 years ago, that's a lot easier to do than if you're trying to do it today in the era of fake news and click bait and all this other kind of stuff. 

So if you ask yourself what the job of an informed citizen is 50 years ago, it would seem to me to be a lot simpler than that job today. So does that actually have ramifications for our ability to govern ourselves if it becomes remarkably difficult to be a discriminating informed person? If the speed of change is part of what's creating that problem, I mean, you could connect the dots a little bit and come up with the fall of the United States of America due to information overload if you were so inclined, I think.

[00:17:45] MB: Absolutely. The interesting piece, and I'm curious what your perspective is on this, but the interesting thing about trying to sift through all this information and figure out what's true, what's not, how should we create? If we’re striving to be an informed citizen, how should we think about consuming information? How should we think about learning? How should we think about issues and problems and challenges in our society?

One of the things that I’ve uncovered in my own quest for wisdom and knowledge is that almost everything is much more nuanced, much more subtle, much less black-and-white than you would see or understand it to be in the popular media, or you here talking heads on TV explaining it about. As somebody who spent a tremendous amount of time digging into some of the most dramatic and eventful historical things that have happened to our world, what's your perspective on how we often view things as being really black-and-white, but in reality there's so much nuance and complexity to it?

[00:18:44] DC: I couldn't agree with you more. That's my answer. Here is the thing. To me, this is what separates informed people from not informing people, because simply understanding that no matter what you're hearing, there's going to be multiple views, gray areas, nuance. I think some of us are born with a devil's advocate gene, and I have that certainly. It's almost a knee-jerk response to people who will say things to me. I'm not saying it’s necessarily a positive thing. I can't help it. But anybody that says anything that's too black or too white, I'm always sort of, “Well, you know, but there’s also this.”

I think also this idea that you could have one side of an issue be correct. I can even see the points of view sometimes, or at least I can find them valuable of some of the most wrong people you could ever see in history, right? Because you have to ask yourself why human beings would do something if they knew it was wrong? A lot of times you find out, “Well, in their own mind, they didn't think it was wrong.”

So then you start examining, “Well, why didn't they think it was wrong?” Even if you still at the end of the day come to the conclusion that these people were totally deluded, totally evil, totally wrong, you could start to say, “But I could see that if you believed A, B, C like they do, you could come to the conclusions C, D and E like they did.” 

That right there is a recipe for creating, in my opinion, historical empathy, because you have to understand how even – I mean, I think the very first Hardcore History show we ever did was an amazingly short 20 minutes now that we look back on it. But the entire show was asking questions about the motivations of two people who killed a ton of people; Hitler and Alexander the Great, and asking about what they thought they were doing. 

If they thought they were doing something good, even if they were involved in terribly evil stuff, does that make you think differently about them, right? The entire exercise was so blasphemous at its heart. But I think it's indicative of our need – I mean, I was reading something the other day that was talking about the human need to designate certain figures as particularly monstrous. 

So we just mentioned Hitler. So let’s look at him for a minute. If you decide that Hitler is this terrible outlier figure, then the argument that I was reading the other day was saying that what you're essentially doing is letting all the other people off the hook that were part of Hitler's plans being carried out. I mean, you can't just call every single person in Nazi Germany an unwilling dragged into its sort of robot. If you suggest that Hitler's this great outlier, well then we lose track of maybe one of the important lessons of that whole affair, which is this can happen to otherwise good people in an otherwise – I’m using air quotes with my hands here, “civilized society”, right? 

So I think exploring the gray area is how you get a more holistic view of the whole thing. If we can just blame things on bad leaders, for example, then we’re not examining the parts of the story that might help explain our current times even better, right? It's very easy to blame a president, or a prime minister, or a dictator. 

But if we have to look in the mirror and realize that we play maybe a little role, but a role in this as well, then it becomes a much more interesting story to me rather than good and bad leaders. What we have are interesting human being in certain circumstances that are challenging and how we respond to those challenges. Well, that’s something. I mean, I think the whole book that I just put out is about that. How human beings respond to challenges?

I think being able to put the blame on certain outlier human figures takes away some of the nuance you were just talking about, right? We could say Hitler's an evil madman. When I was growing up, we’d say Hitler is an evil madman. What else do you need to know? It's a far more interesting story to talk about things like the Milgram Experiment and other things that were done after the war to try to examine every average person's ability to become a Nazi, or a killer, or a tool in some authoritarian society. Again, a very long-winded question to answer, but I hope that sort of answers what we were asking. 

[00:22:53] MB: I think it underscores the importance of having a much more nuanced understanding of anything. I was actually going to bring up the Milgram Experiment. That’s a perfect example or a perfect instance of how anybody can, under the right context, completely change their behavior or do something that you may consider barbaric or outlandish. 

That brings me to a broader question, which I'm really curious about. How do you think about the role context and environment in the creation of great historical figures versus the role of personality in individuals? 

[00:23:25] DC: Oh boy! We could go down the rabbit hole on this one. Anybody who studied history for five minutes knows that there're all different schools of thought of this, and it goes up and down the spectrum and the current view in vogue changes. On one end of the spectrum, you even get to the heavy-duty postmodernist school of thought, which when you finally get there – I mean, some of the mower really out there postmodernist in terms of being at the edge of the spectrum throw their hands up and say, “What's the point of history at all, right? You can’t know anything.” 

When you ask me mine, I mean, I have a friend who believes in chaos theory. That would maybe be the other end of the spectrum. But in my mind there's an interplay, and I think it's obvious. I don’t think I’m breaking any new ground by suggesting that I'm one of those people who believes in many different things at the same time acting on each other. But I'm not somebody who rules out the human question, because even if you say, and I’m going to use Hitler, because he’s always my favorite. He’s so extreme that we play on the edges of reality and extremism with him. 

I mean, you even say that you can't have a Hitler unless the economic and historical forces of the time period open the door to one arriving. I agree with that, by the way. But then I would counter by saying, yes, but they don't have to be like Hitler, right? Just because the door is open doesn't mean a particular person with his particular proclivities has to be the guy that walks through it. 

Now sometimes the tenor of the times may mean that you got to have some extremist, because there are extreme times and the door has been open for an extremist, but does it have to be an extreme anti-Semite, for example? Not necessarily. So I do believe you have economic forces mixing with social forces, mixing with the technology and the challenges. We talked about systemic challenges that the pace of change puts on our society. Then you add the individuals. 

I mean, for example, I would've been one of the people that was arguing that the United States was ripe for having an outsider president who was not one of the two main parties, who was denouncing the system and all these kinds of things. But that doesn't mean it has to be the particular guy that it is now with his particular proclivities. 

He puts his own unique stamp on the tenor of our times, and had it been another person who was an outsider lambasting the political system, they might've had their own little idiosyncrasies that they brought to the table. So like I said, I'm hardly breaking any new ground by saying it's all sorts of forces interacting with each other. Maybe if I understand it correctly, I come around to my friend’s chaos theory position after a while. 

[00:25:56] MB: Once you start to think about that too hard, you start to dip into some trippy physics and science. 

[00:25:59] DC: Absolutely, and the postmodernist stuff where you throw your hands up and go, “Why are we even having this discussion? Let's go get a steak.” 

[00:26:07] MB: It's so crazy, because even if you look at any moment in history, any event in history, any great figure or even in your everyday lives, that this comes back to what we're talking about a minute ago. The importance of understanding that there’s so many competing factors and events and influences and forces that are all pulling and pushing and impacting everything to even have a true understanding of even one instance, one event, one person is a tremendous amount of work and research and subtlety to truly form a perspective.

[00:26:38] DC: I wish it was as simple as you just laid it out, but let's also remember that you also have all the different people’s individual viewpoints. There's a Rashomon kind of effect, or the other way I always describe it in case people didn't know what that meant, because not everybody had seen that. There was a Gilligan's Island episode that anybody who grew up watching Gilligan's Island would remember where the whole episode was focused around crying. Then the rest of the episode showed you every person on the island’s different interpretation of what they think they saw. It sort of a lesson in how – I was just reading something by a historian named Carr who would write about the process of writing history. He was explaining why history is different than many of the hard sciences. He says because it is human beings as the thing that’s being observed, but the observers studying them are also human beings, which makes it particularly weird, because you can only study things from your own perspective from your own times with your own biases. 

So I would suggest that everything you just mentioned is playing on reality, all those forces. But at the same time we also have different people’s impression of what they're seeing. So we had mentioned some of the problems facing Iran in terms of them trying to exert some sort of social control in an era where social media and all that stuff has made it so difficult. 

Well, we here in the states are going to have one interpretation of what that looks like to us. You're going to have people in Iran who may be would love to see the government go away and love to have more freedom that are going to have another impression. Then you're going to have hardliners in Iran who don't want more freedom and think things are fine the way they are and maybe even would like it more impressive who have another way of viewing this problem. 

I mean, add all that into it and throw in the fact that facts are very hard to come by in this particular era of fake news everywhere. Again, you can see why the postmodernist just say, “What are we doing even analyzing this? It's too complicated. We’re going to need supercomputers just to figure it all out.”

[00:28:37] MB: It's funny. We also start to even dabble a little bit and overlap with things like quantum physics when you're talking about the observer effect and how even in something as hard as physics, the observer has an effect on the research and the results and you cannot have an objective measurement. It's always subjective.

[00:28:54] DC: History has been wrestling with this for a long time. I always feel like it's one of the freedoms I have not being a historian that I can actually tell narrative history’s storytelling a little bit like we used to because I don't have to sit and endlessly point out the inconsistencies in things like – I mean, I try to give the sense of the Rashomon idea and everything is a mosaic, but you could see how something like this would be remarkably constraining for anybody trying to make sense of it first to themselves and then trying to explain it in a way that's fair and genuine and that illuminates all this lack of ability to get your hands on what's going on, and yet at the same time leave them with something of value, right? I would not want to be a history teacher in this particular time and place, because I think they have a very hard job.

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[00:31:24] MB: How do you think about navigating these waters in the sense of being an informed citizen forming a coherent opinion about, let alone, history, but even just current events in the midst of all of these chaos and the midst of all of these competing perspectives and facts and forces? How do you personally start to create some kind of clarity and form a perspective in all of that?

[00:31:51] DC: It's a personal crisis actually right now to be honest, and that’s why I'm not doing the podcast that we always did on current events, because I think we're living in interesting times. It's caused me to back up and have to maybe examine some of my foundational beliefs, which might have been true when I was growing up. But because of all the things you and I have already been discussing, the challenges facing us in relatively early 21st-century world. Are those foundational beliefs still relevant? Were they wrong initially or were they right then and they’re no longer right, or are they timeless? 

I'm trying to figure some of these out for myself. I mean, the perfect example is the informed citizenry question. I've been a professional observer of current affairs and news since I got into news in 1989. So I'm a person who used – Before there was an Internet, my job was to read five newspapers every day. You get very good at teasing out nuance and bias and all those kinds of things. 

If I can't figure out without a lot of work and evening with a lot of work, the reality of what's going on. How could we expect your average observer who doesn't do this for a living, who hasn't done this for 30 years, who has a life and other things they have to worry about? How can they play their role of informed citizenry? I keep trying to figure out if it's any harder to play that role now than it used to be. I mean, what if we said this – This is another rabbit hole, but I was trying to figure out the minimum standards, right? I don't believe in IQ as a measure of intelligence, but I have nothing else to play with right now. So let me use that and we’ll just disclaim it intensely right now. 

But let's pretend that if you had an IQ of let's say 95. That was enough 100 years ago to be an informed citizen and to do your job and to figure out the facts through all of the misinformation and all the other things that we require, right? To make sense of your world at a minimum standard, you’d have to have a 95. 

Okay. If you had a 95 today, is that enough, or is the world and its increasing complexity mean that you’ve got to be a 105 on the IQ scale to do as well as a person with a 95 100 years ago could do? If that were true, what does that mean for society? I don't have any answers, but I'm examining my foundational beliefs enough right now even such beliefs as my utopian belief at a Jeffersonian agrarian society and whether or not something like that is still viable. 

Now, I haven't come up with any answers, because if I did I think I’d talk about them on a podcast. But I think the sheer fact that I'm forced to re-examine my beliefs at such a foundational level is in my opinion an example of what unusual and may be revolutionary times we live in right now. There's that old line, wisdom requires a flexible mind is how I describe it. But I like the economist when Keynes was asked famously by a reporter, I think it was, and I always disclaim this, because sometimes I'll give quotes that I think are true and then you find out, “Well, that actually was really said.” 

But supposedly Keynes answered a reporter who accused him of what we would call today flip-flopping on a position and Keynes is supposed to have answered, “When the facts change, I change my mind. Pray tell, good sir, what do you do?” I feel like that’s the position I find myself in right now. I think the assumptions that I would base my political opinions and beliefs on 25 years ago upended by modern society. So what do I do in reaction to that?

So an answer to your question, I feel like I'm reassessing thing right now and I can’t imagine anybody would be completely comfortable in their old beliefs without at least some self-examination based on current events. They’re so unprecedented. 

[00:35:37] MB: The thing that scares me the most is not people that are uncertain. It's the people who are dead certain and are locked in so believe that they see everything perfectly that they are right, that their viewpoint, their perspective is the truth. I think it's healthy to have a level of uncertainty and to step back and question any belief or any perspective, because to me the people who seem the most committed and locked into their beliefs are – I almost view that as a direct contra indicator of what's actually true.

[00:36:05] DC: If you don't challenge your own beliefs – I mean, to me that’s a basic sign of intelligence. Not that you have to come up to any different conclusions, but you should be thinking about. I know a lot of people who don't even think about this stuff, and more power to them. They may have figured out the secret for a happy life. 

But if you think about this stuff and if you take it seriously, maybe you talk about it if you debate it with people, well, then I think you are required by your own consciousness of these matters to continually examine them and hold them up against evidence. Because otherwise all you have is an ideology, a rote ideology that you basically believe like a religion, and no amount of facts will get you to change your mind, like [inaudible 00:36:46] was talking about. Instead of changing your mind,  you will simply decide to find other facts so that you can keep the position you would always had and find something to justify. 

I would add a different adjective than the one you added. I would add dangerous. I think that's dangerous, and I think if enough people believe something that if they examined it might have to actually conclude wasn't true. So they don't examine it. I think that's dangerous, especially with society where were all supposed to be informed citizens. To me, being an informed citizen requires you to change your mind as the facts change assuming that a person like me with maybe a 95 IQ could assert or determine what a fact was.

[00:37:26] MB: I agree that it's dangerous, and in many ways this podcast itself is a project to try and help people develop the thinking tools necessary to make sense of the world to form coherent opinions in an environment that we've already shown and discussed is increasingly more difficult to do that.

[00:37:44] DC: There’s an old line that the people who would seek someone like your show out, or someone like you out, because they're curious about these sorts of things, that they're not the problem. These aren’t the people you have to worry about. They wouldn’t be listening to you if they weren't looking for some nuance or some deeper explanations or whatnot. I tend to think – Listen, I speak from a guy who used to be in the business. 

I think part of our problem in this society that we have right now is we have propaganda on our airwaves disguised as intellectual discussion, because I have no problem with intellectual discussion and free speech, but I think we have to remember that in this society, let’s just say the radio, or the television. So we have news stations that give political positions, or we have talk shows that advocate political points of view. 

I think people lose somewhere along the line the underlying reality that none of those things are really the free speech that we pretend they are. They are instead entertainment, and they’re done for money. So when you have people, I like to call them the professional dividers. They divide people for money. They divide people for ratings. Their interest is not truth or illuminating facts. 

I used to get off the air and I used to do talk radio five days a week, three hours a day, and the reason that I migrated to podcasting when it first arose so willingly and so enthusiastically is that I would fight with my program directors, and I mean almost fistfights, on a regular basis, because I would get off the air and we would always have the same argument about my need to create more. The word they used was heat. The reason they liked heat was because it got callers going, it got people interested. You do not have to be all that deep. You did not have to have intricate discussions, and you couldn't have intricate discussions and talk radio, because the assumption always was that you had listeners getting in and out of their cars all the time. You had new people every 15 minutes. So you couldn't get too deep into a discussion because you were obviously going to be talking to new people all the time.

So how could you get people excited, enthusiastic, willing to tune in the next day, willing to buy the products that you’re advertising? Heat, right? Everybody can understand anger and outrage. But if anger and outrage and creating anger and outrage is how you do a good job, and if doing a good job means getting more people to listen to the station so that they can buy the things that are being advertised, then what you have is an outrage and anger and heat machine for cash. 

I think if anybody goes and studies something like the genocide that happened in Rwanda in the early to mid-1990s, they will recalled the role played by propagandistic radio broadcasts. This is stuff that we need to be careful about. Now, I would say if we’re talking about real free speech, well, then I take that very seriously. My general attitude is I'm pro-free speech across the board. But I think we make a mistake when we think about something as free speech.

Pick your favorite radio talk show host, for example, and what you really have now is a moneymaking outrage machine instead. It has nothing to do with free speech. It has to do with keeping people at a pitch level of anger and often focusing that anger like the Rwandan radio did at some other segment of society, right? We've gone from intellectual discussions, theoretical intellectual discussions, to blaming your fellow countrymen for everything that's wrong. 

That doesn't end well long-term, and I think we talked about nuance earlier and the ability to step away maybe and examine things with sort of preconditions and the biases sort of stripped away. I think if we look at this heat creating, anger creating machine that we do for money that we’ve created under the guise of free speech and open political conversation, I think we would realize that we’ve created something that’s tearing us apart. Again, for money, and for profit, for – Not to sound like I’m anti-corporate, because I’m not, but for big, multi-billion-dollar corporations. I think it would be relatively important to understanding how things got to where they are now to include this angle in the debate. 

But it's farther than most people who enjoy this sort of stuff examine it. That gets me back to the question of what sort of an IQ? How intelligent do you have to be today to play your role as an informed citizen? Do you have to be able to tease out the propaganda and the dividing us for profit, or do you just have to be able to listen to the arguments those people who were dividing us for profit make intelligently? I don't know. This is what I meant about me sitting back and sort of re-examining my foundational beliefs. I can just tell you that if you look down the road though where all this is heading, it doesn't look to be a very good destination, does it?

[00:42:36] MB: Definitely, not and I love the image of the news as an outrage machine that's just grabbing cash essentially. You're totally right. It brings us back to what we are talking about at the very beginning of our conversation, this idea that technological progress in a broader sense, the news, media, and now even more so with social media and algorithms feeding us, feeding that heat machine even more so. Our basic evolutionary instincts are being hijacked and turned against us. It's a scary road when you look down it.

[00:43:07] DC: What I tried to explain to somebody once is if you think of patriotism as creating a better long-term outcome for your country, then I don't see how demonizing the other half of the political spectrum can in any way shape or form get you anywhere near that goal and probably get you farther away. 

So if you equate patriotism with creating a stronger country, and that in my mind would mean Americans – Obviously, you have an international show, but I think people can relate to this all over the world. I think if you talk about creating a country that is stronger and more unified – Well, look. I mean, we have people – Go read the comments that people make after news stories. We have people that are ready and willing and would look forward to some sort of Civil War type activities. 

I like to say that I feel like we’re in a cold Civil War now. How is that good? It's so fascinating to me that we haven't spent very much time stepping back and examining how we got to that place, right? Rather than blame the Democrats, or the Republicans, or the politicians, or this, or that. I mean, how about we take a hard look at the entities that are ginning up the level of anger and aggression and heat understand their motivation? 

I mean, the dirty little secret in talk radio that only people in talk radio used to know is that a great many of these so-called political figures in talk radio don't believe any of that stuff, that they have a completely different attitude on their own time, but that that's a persona. It’s acting. Again, it plays into the whole lack of reality and the whole thing, but that's not to say that it isn't full of real things that can hurt the country. Does that mean you should have no free speech on the airwaves? Absolutely not. But in my opinion, it should be genuine. It shouldn't be set up deliberately to create anger and outrage directed at your countrymen. 

If you did that as an individual, you might be arrested for incitement to riot. But if we do it as part of an entertainment program, no problem, it's interesting. If riots are what you get in the end, then what do you say? I always think that if we don't manage to police ourselves, them when bad things happen, those things will get policed in ways we don't like. Nobody wants to curtail free speech, but if free speech ends up creating violence and death and anger and riots and all that other stuff. Let's not pretend it can't happen, the late 1960s, early 1970s in the United States and all over the world was a lot more disruptive than most people realize. 

But, I mean, if you found out that it was let's just say the media that took us to that place, you're going to have calls to limit those kinds of things in ways that might be much farther than what you would ever do today in cold rationality saying, “How do we deal with this creating anger for money problem?” I always say that if you think about it now, you'll avoid worst-case situations down the road when everything hits the fan.

[00:46:09] MB: I wanted to dig into that a little more, because I asked you a different variation of that question earlier. But how are you thinking about changing your own thinking and behaviors as a result of this? Do you see a path forward or a path beyond this?

[00:46:22] DC: Well, what it has done is it's – I always retreated to my books. That’s what I do. We all do things differently, and I'm retreating into two things lately. One is I’ve gone back to the founding fathers of the United States quite a bit to get different impressions, because we always think of those people as being of one mind. But if you spend five minutes into it and you realize, “Well, there’s Hamilton, there's Jefferson. They're very different.” You start to –

So I've been rereading people that in my youth I sort of sneered at more, people like John Adams and stuff. People who didn't have as much regard for like an open democracy as a guy like Jefferson might have. I'm starting to see his point more and more, which bothers me actually. So that's what I mean about it. This is a process for me. Then I’ve gone back and I've been rereading critiques by the ancient authors. So you go back and you read Roman and Greek critiques on different systems of government. 

So one of the biases that we have to account for is that you and I are both raised in an environment where democracy ruled by the people, all that stuff is something that is so a part of our lives that it's hard for us to think of any governmental system that isn't like this as being moral, or functional, or right, or defensible. 

But if you go back to time periods where people are raised in a different reality, will then they see it differently. So you can read these ancient Greeks talk about the relative merits, the pros and cons of all kinds of different governments, right? Autocracies, monarchies, democracies, and they do so with less bias than we do, and it's fascinating to read their critiques of representative societies, because when you read them now you kind of go, “Hmm. Well, they kind of have a point. We do see a little of that.” 

So it's hard to get out of your own time and your own place. I think an intelligent informed individual begins by realizing that, right? That it's hard to get out of your own time and your own place. So how could you do that? Are there methods or ways to do that? Well, read from somebody who’s in a different time and a different place and see how they view things like democratic government, and see if you can learn anything from that, or see if you get any ideas. 

Between reading the Ancient Greeks and Romans, which the people who wrote the United States Constitution and the earlier articles of Confederation, they were all reading those guys too, and then read them. I'm having some interesting thoughts. Let’s put it that way. I haven't come up to any conclusions. But if you ask where all this is going, this is from a guy who writes a very pessimistic book. But to me when you look at where this is going, I don't think we’re going to have much of a choice in the matter. I think we’re on a path right now where things are going to happen and then we’re all going to have to figure out how to respond. 

That's not going to give us the level of flexibility that we pretend we have now when you and I are discussing it in a podcast. But in answer to your question about how this is affecting me, I'm thinking about it a lot and I'm re-examining some ideas I had for a long time about the ability of people to adequately govern themselves. 

When I say that, I include myself, because I spoke at Harvard a while back and there was a Q&A at the end of it. An 18-year-old woman got up and asked me a question that has really stuck with me. She said, “Look, I’ve only become aware of the world around me and everything that's happened before over the last year or two, and I’m very interested in catching up. I want to read things that make me more informed, and I want to find out facts, and I want to know what's going on. Can you please give me some suggestions of websites, or newspapers, or outlets that I should be paying attention to to become more informed?” 

In other words, this is what you hope renews your country every generation, right? The people that come up and want to sincerely play their role as informed citizens that are asking you as an older informed citizen how they go about it, and I could not answer her question, because I didn't know what she should be reading, and I don't know what she should be listening to, and I don't know how to teach her to tease out the facts from the falsehoods, because I'm having a devil of a time doing it myself, and I have tons of experience, and I’m 54, right? To me, that's the crux of the problem. 

Now, listen. I’m a proud capitalist and I tend to believe in the better mousetrap theory of things. So there's a part of me that says that the more we devalue facts and the more we devalue whatever passes for truth in a world where different people see truth differently and probably quite correctly so. Is there a better mousetrap for somebody who comes along and actually brands themselves as a news and information outlet that you can absolutely trust? 

In other words, their profit motive is dependent upon their truth being factual and something that if you check you’re going to find out, this is the one outlet you can trust. Their record is 9,000 times better than anyone else. Have we opened up the door to a vacuum being filled? Maybe. I would call that a best case scenario outlet. I would still suggest that our inability to come up with a view of reality, because you see the world through your eyes, and I see the world through my eyes, is always going to inhibit that. 

But my goodness! At this point, if I could tell that 18-year-old Harvard student, “Well, you know, nothing’s perfect. But go to this website. They're pretty good.” I would look at that as an improvement over the current situation.

[00:51:30] MB: I totally agree with that, and even coming back to the strategy you shared a minute ago, the idea of getting out of your own time, your own culture, all of the biases that you have and reading things from way back in the past. It's such a great idea. When I try to cultivate and build my own toolkit of knowledge, my own mental models, I try to study things that are more timeless that change very slowly over time as supposed to studying current events, because if I can build a mental framework on these bigger pillars of slowly moving or unchanging knowledge, my hope is that I can start to see things with more clarity in the present day.

[00:52:10] DC: There’s a line. I think it was Cicero who said it, and I’m going to butcher it for memory. But the line is that he knows only his own time remains always a child. I’ve always thought that that has a huge amount of validity to try when first started talking about context. That's what that quote really refers to, right? How do we get to where we are now? 

If you study context, then that provides an answer to many of the other things you brought up; nuance, gray area, because contexts helps you understand gray area better, right? Like I said, when I was a kid, when you studied the second world war, we love to just talk about Hitler, the crazy, mad man. But that didn't explain why people followed him, and it's understanding years before the Great Depression hitting the United States, what the Great Depression did to Germany. What the losing of the first world war did to Germania. 

I mean, you go down the list of all these things and all of a sudden you start to understand people's psyche, the average German psyche a little better. Now the story becomes less black-and-white, less easy to write off as just some loon who took over and all of a sudden we’re off on this historical joyride because this one guy wants us to be. 

But once you understand the nuance, well, then you have to sort of go, “Well, I could see how those people might feel this way if I'd gone through this same thing, and now you're getting empathetic, and it might make you feel bad because you're getting empathetic with people who might've supported a Nazi. 

History and humankind, it’s so messy, but that messiness is the true reality. It’s satisfying on a human level to dispense with that and just get into the black-and-white stuff and, “These people are the problem, and if we could just do this and do that, they’re right and they’re wrong.” It’s very satisfying, but it's also totally incorrect. 

As you pointed out earlier in this discussion, it's only through delving into these things a little bit more deeply that you get a chance to see how messy and nuanced and how much is really going on beneath the surface. I always say, if you could read a history book about our times now, from 500 years from now or whatever passes for a history book in that time period. You're going to see our own time distilled into something that you wouldn't even recognize, because only the largest things are going to make it into the history book. 

All the little subtleties that you would notice in your own time will disappear as time turns into like an accordion, right? 500 years from now it’s going to look like the first and second world war happened practically yesterday, and time compresses, and all of the little gray areas just gets sort of weeded out through a lack of importance or a lack of an ability to discern it, although I keep thinking that podcasts and social media and all these things are going to be a wonderful way for future historians to see the wide, complex diversity of our society now in a way that would have been apparent if we had the same sorts of mechanisms. If you could've studied ancient Egypt through their podcasts, think about how much of a rich complex, much less black-and-white version of their society we would understand them to be than what the history books make them out to be.

[00:55:12] MB: It's an amazing thought exercise to think about. What would our century look like if it was compressed into a paragraph? It's crazy when you think about it.

[00:55:20] DC: Or even if you said, describe the last hundred years in an 8.5 x 11 page. What it really is, is just a wonderful lesson in what we've done to the past and through no fault of anybody. I mean, there're a bazillion books on the rise of Hitler, for example, and if you want to read them all, you will have a very nuanced, gray area, Rashomon Gilligan's Island sort of you, right? A mosaic. 

But most of us don't do that, and for obvious reasons, right? But we still have very hard-core political opinions maybe. We still base our view of, in this case, Hitler and Nazi Germany based on what we do know. I mean, I feel like it's all combining. We’re going to wrap this whole conversation up in this wonderful bowtie, where simply trying to get a handle on what's real is a huge challenge right now. If you can't get a handle on what's real, then how can you functionally operate well?

I mean, I just feel like the old line about garbage-in, garbage-out is never been more real. We are all, including people who are really savvy at teasing out reality from unreality, we’re all in this boat. But if it weren't so serious, it's a fascinating human laboratory experiment.

[00:56:29] MB: You've essentially shared this already, but I always like to ask for somebody who’s been listening to our conversation, what would be one action item or step that they could take to take action on something that we’ve discussed today?

[00:56:43] DC: I don't have any answer to that. If I had any answer to that, it would be because I had figured out an answer to some of the things we were talking about earlier. I think we’re all a little stymied. There were a lot of problems with having the old media landscape that we used to have, and there was always people that critiqued that old media landscape. But the good part of having several major newspapers, three major TV networks, that you could somewhat pretend that you could count on, is that it gave you a shared foundation of facts from which to have meaningful discussions on. 

Now, somebody might argue that if those facts are incorrect, the meaningless discussions aren’t really meaningful. But as a person who lived through that time period, it was meaningful compared to what you could have now where the first thing that happens in a meaningful discussion is you reject the facts of the person on the other side of the argument and they reject yours. 

At that point, the informed citizenry is incapable of doing their job, because you can have discussions anymore. What does that do for a country like ours? I would say that nobody knows. That's why we live in such interesting times. We’re getting a chance to see how this all plays out in real-time, and I honestly don't know what that means. It's fascinating to think of a world that could actually be divided. 

I did an interview a couple of times, but once I remember with a science historian, James Burke, who’s one of the most fascinating people I’ve ever talked to, and he denied that he thinks that you even are going to have to have countries based on national boundaries at some point that were going to be able to join with people of like minds, people who see the world the same way we do into like virtual countries, right?

So we would be connected online rather than by geographical boundaries. On one low level, that sounds remarkably liberating and wonderful? But on another level, isn't that just codifying the way we already are, and aren’t we living right now with the problems associated with – I mean, listen. Let’s not pretend there haven't always been different realities. But having views on different realities is not ever in my lifetime been as problematic as it is now. 

So I wouldn't tell anyone necessarily to get out and try to do anything with this information. I think we’re at the phase of trying to digest the information. Then once we move past this phase, we can talk about what sort of actionable things you can do based on the conclusions you come up with. I would, and you said this earlier in the discussion. I think I'd be suspicious of anybody who says they figured it all out.

[00:59:15] MB: For listeners who want to find out more about you, about Hardcore History, about the new book, where can people find you online?

[00:59:21] DC: Well, we have a website. It’s just my name, cancarlin.com. You can get shows. We keep them free for a long time up there. If you’ve never heard one, they’re long as hell. Some people seem to like them, so you might like them. Otherwise, there're other things on the website, old shows. The book is available from there. In a World War I virtual reality experience you might want to see when it comes to a town near you.

So just go to dancarlin.com. Hopefully, that's worth your time. I'm not even able to judge that right now. So I do feel that we’re going to have this conversation, you and I, in a couple of years maybe, and we’ll rehash some of these stuff and maybe we'll have some actionable information by that time that we can use.

[00:59:58] MB: Well, Dan, thank you so much for coming on the show, for wrestling with all of these complex issues and sharing your perspective I think it's really refreshing and honest to even have the point of view of admitting that it's an unprecedented time and you're not sure what to do about it.

[01:00:14] DC: Thank you for being willing to wrestle with me on them. I do feel like this is – We talked about the ancient Greeks stuff. I think a willingness to wrestle with all this nuance and all these gray areas and all these tough decisions is one of the potential ways we get out of all this trouble.

Thank you for the time. I appreciate it. I hope your listeners enjoy it.

[01:00:33] MB: Thank you so much for listening to the Science of Success. We created this show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Don't forget, if you want to get all the incredible information we talked about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top. 

Thanks again, and we'll see you on the next episode of the Science of Success.

December 19, 2019 /Lace Gilger
Mind Expansion, Influence & Communication
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Life’s Great Question - How To Find MEANING In Your Work & Life with Tom Rath

December 05, 2019 by Lace Gilger in High Performance, Influence & Communication

In this episode we ask the big question - how do you find meaning in your life and work? When you’re starting death in the face, life’s purpose becomes clear. We learn how to harness those lessons to find meaning in your own life and discover a few simple things you can do every day - starting right now - to increase your odds of living a longer, healthier, happier life with our guest Tom Rath. 

  • How a shocking cancer diagnosis and crippling blindness at the age of 16 transformed Tom’s life and put him on a path of transformation.

  • What are the simple things you can do every day - starting right now - to increase your odds of living a longer, healthier life?

  • If you want to be effective as a leader, or in your career as a parent - you have to start with YOURSELF. You have to put your oxygen mask on first. 

  • Most people are operating at 20-25% effectiveness in today’s work environment. 

  • Even one good night of sleep is like a reset button for your life. It gives you a clean and clear slate for the next day to get started on the right foot, and can create an upward spiral of health and productivity. 

  • Building better default choices into your shopping and your environment is a great way to improve in a simple, small way

  • It takes one little turning point, and then your life starts to go into a more and more positive direction. 

  • It’s a mistake to think that more time = more productivity. The marginal effectiveness of working over 50-60 hours begins to be negative.

  • We need to think about work as performance challenge - how do we optimize PERFORMANCE instead of just maximizing time.

  • Wellness is not about disease prevention, it’s a question of PERFORMANCE and being as effective and being your best self. 

  • Wellness/wellbeing is not a “nice to have” - it’s not about “disease burden reduction” - it’s about performance and results - and until we shift that focus and understand that these interventions are the KEY to unleashing more energy, creativity, and results in your life - we’re missing HUGE tools for being more effective leaders and producers. 

  • The psychological and physical steps you can use to create better DAYs in your life. 

    • Eat, move, sleep

    • “Other people matter” - interactions and connections with people we love increase daily happiness.

    • We have to find ways to create MEANING in our work. Meaning more than money will be the currency of work. 

  • We really don’t take enough time in a given day to ask meaningful questions of the people we love and care about. Invest in your closest personal relationships.

  • Be known for not using your phone. The new status symbol is that you don’t have to be tethered to your phone.

  • Walking outside for 10 minutes a day with someone can be a powerful way to improve your thinking and your relationships. 

  • Consider having WALKING meetings with friends and colleagues. You have much more expansionary and open conversations when walking outside. 

  • What is the difference between meaning and happiness? What happens when we get them confused? 

  • How money can kill meaning and actually demotivate people. 

  • How do you bring meaning back into your work and make life more meaningful?

  • Life’s great jobs are MADE not FOUND. You can craft the job that you have into one that you love and find meaning in in most cases. Start with the job that you have. Look at the tasks that you achieve every day and start to connect that to serving a bigger purpose for OTHER people.

  • Start tying the tasks that you do to the people that are helped by your work. 

  • A great step to doing this is to help another person tie their work into how they help other people. 

  • We ALL need reminders of how our work helps others, even nurses! 

  • There’s nothing more powerful you can do from a contribution standpoint than to help another person spot how THEY are helping people. 

  • When you’re starting or joining a new team - take the time to get aligned with everyone about what your strengths and contributions are and where you can add the most value.

  • Dr. Martin Luther King: "Life’s most persistent and urgent question is, what are you doing for others?"

  • It’s a better use of your time to invest in things that can compound even if you're not directly moving them forward. 

  • How do you identify the most significant contribution we can make in our lives?

    • Ask yourself - what are the central ROLES that you play in your life? Are you doing a good job in those roles and serving others? Mother, Father, sister, brother, parent, etc

    • Figure out your “Defining Roles” and see how you can contribute to them?

    • What are the 2-3 most significant life experiences that have changed your life? Positive and negative. How did they shape you?

  • How can we each get clarity around the 3 core areas of contribution?

    • Create something 

    • Operate together 

    • Relating to one another 

  • What should you do if you can’t find meaning or passion or purpose in your life? What should you do if you can’t 

  • Forget about finding your passion or purpose - that’s a counter productive goal. Purpose and meaning are journeys that occur over decades, and it’s not a straight line, it has ups and downs. Purpose is a myth. 

  • Find your greatest contribution, NOT your passion. There are a lot of passions that don’t do a lot for the world. Start with something that is directed at other people, find something that you can help even one other person. 

  • Stop looking inward to find your meaning. Look outward and focus on contributing to others. 

  • How do you balance doubling down on your strengths vs fixing your weaknesses? 

    • Spend 80% of your time on your strengths and 20% of your time on fixing your weaknesses. 

    • You can’t ignore your weaknesses, they can be big blindspots. 

    • This all starts with self awareness - it’s a KEY component of all of this. 

    • This is a balance - it’s not all or nothing. 

  • Homework: take a moment right now and do a retrospective reflection on your typical day of work. See if you can draw a few direct lines between what you do during an average work day and how that helps another person. What’s something that you can do TODAY that will have a positive influence on another person? What can do you do remind yourself of that day after day?

  • Homework: Do something today that helps another person you work with or care about to spot a way that they’re making a difference and contributing.

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Tom’s Website and Wiki Page

  • Tom’s LinkedIn, Twitter, and Facebook

  • Contribify Website

  • Eat Move Sleep website

Media

  • Optimize - Tom Rath Article Directory

  • Heleo - “The 3 Keys to Daily Well-Being” By Editors

  • Entrepreneur - “Excessive Sitting Could Shorten Your Life. Engineer Activity Into Your Routine Today” by Tom Rath

  • Dave Ramsey - Finding Your Strengths: Tom Rath Discusses How to Engage Your Team

  • Quiet Revolution - “You Have Today To Do What Matters Most”: An Interview with Tom Rath” By Susan Cain

  • Book Review: “Are You Fully Charged?: The 3 Keys to Energizing Your Work Life” by Tom Rath

  • Daniel H. Pink - “5 (or 6) Questions for Tom Rath”

  • Mentor Coaching - Positive Psychology Coaching: Interview with Tom Rath

  • TD Magazine - Tom Rath By Phaedra Brotherton

  • Josh Kaufman - “Notes on StrengthsFinder 2.0 by Tom Rath” by Josh Kaufman

  • University of Minnesota - Small Steps to Big Change: An Interview with Tom Rath

  • Forbes - “Tom Rath: How Small Changes Make All The Difference In Your Life” by Dan Schawbel

  • [Podcast] Dose of Leadership - 146 – Tom Rath: Bestselling author of StrengthsFinder 2.0, Eat Move Sleep, Strengths Based Leadership, & How Full Is Your Bucket

  • [Podcast] Accidental Creative - Podcast: Tom Rath by Todd Henry

  • [Podcast] Elevate with Robert Glazer - EPISODE 37: Tom Rath on Discovering Your Strengths and Finding Purpose

Videos

  • Tom’s YouTube Channel

  • FULLY CHARGED - Official Trailer

  • Colorado Thought Leaders Forum - 2017 Tom Rath Keynote With The Colorado Thought Leaders Forum

  • Productivity Game - ARE YOU FULLY CHARGED? by Tom Rath | ANIMATED CORE MESSAGE

  • Brian Johnson - Optimize Interview: Get Fully Charged with Tom Rath

    • PNTV: Eat Move Sleep by Tom Rath

    • PNTV: Are You Fully Charged? by Tom Rath

  • Snapreads - StrengthsFinder 2.0 by Tom Rath | Animated Book Review

  • 3 Minutes Smarter - LEARN YOUR STRENGTHS - StrengthsFinder 2 0 by Tom Rath & Gallup

  • Jessrartist - How Full is Your Bucket? For Kids by Tom Rath and Mary Reckmeyer

  • Callibrain - Video Review for Strengths Based Leadership by Tom Rath and Barry Conchie

Books

  • Tom’s Amazon Profile

  • Life's Great Question: Discover How You Contribute To The World  by Tom Rath

  • Are You Fully Charged?: The 3 Keys to Energizing Your Work and Life  by Tom Rath

  • The Rechargeables: Eat Move Sleep  by Tom Rath and Carlos Aon

  • Wellbeing: The Five Essential Elements  by Tom Rath and Jim Harter

  • Eat Move Sleep: How Small Choices Lead to Big Changes  by Tom Rath

  • Vital Friends: The People You Can't Afford to Live Without  by Tom Rath

  • How Full Is Your Bucket? For Kids  by Tom Rath, Mary Reckmeyer, and  Maurie J. Manning

  • How Full Is Your Bucket?; Positive Strategies for Work and Life (by book's seller)  by Tom Rath & Ph.D. Donald O. Clifton

  • Strengths Based Leadership: Great Leaders, Teams, and Why People Follow  by Tom Rath and Barry Conchie

  • StrengthsFinder 2.0 by Tom Rath

Misc

  • [Article] Yale Insights - “When Is One Motivation Better than Two?” by Amy Wrzesniewski

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than four million downloads and listeners in over a hundred countries.

In this episode, we ask the big question, how do you find meaning in your life and work? When you're staring death in the face, life's purpose becomes clear. We learn how to harness those lessons, to find meaning in your own life and discover a few things that you can do every day starting right now, to increase your odds of living a longer healthier happier life, with our guest, Tom Rath.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous episode, we wished you a happy Thanksgiving with a beautiful compilation of some of our favorite takes, themes and ideas around the importance of gratitude and how you can be more grateful in your life. If you want to tap into the incredible power of gratitude and how we can transform your life, check out our previous episode.

Now for our interview with Tom.

[0:01:54.0] MB: Today we have another exciting guest on the show, Tom Rath. Tom is a consultant and author on employee engagement, strengths and well-being. He's best known for his studies on strength-based leadership, well-being and synthesizing research findings in his series of best-selling books. His 10 books have sold more than 10 million copies and he's made hundreds of appearances around the globe on best-seller lists. He also serves as a senior scientist and advisor to Gallup, among many other companies. Tom, welcome to the Science of Success.

[0:02:21.6] TR: Thanks so much. It's an honor to be talking with you, Matt.

[0:02:23.6] MB: Well, we're really excited to have you on the show today. The topics that you've covered in your work are so fascinating and important. I think especially in today's world, these questions of meaning and contribution and what do I really want to spend my time on and focus my life on, these are things that I think about all the time, I know so many people are really concerned with.

Before we dig into that, I want to almost follow the narrative journey of your publishing career in some form or fashion, because there's so many lessons that come out of it and it's amazing how interwoven these things are. Let's start with you have a book, title is very simple, called Eat Move Sleep. Tell me about that project, how did that come about and what were the big lessons?

[0:03:08.8] TR: Yeah. The project came about, it does have an interesting backstory, but also I think has influenced the rest of the work that we'll talk about quite a bit. I'm now 43-years-old for context. When I was 16-years-old growing up a normal child, that I grew up in Nebraska in the middle of a country and I was having trouble seeing out of one eye.

Eventually went to an eye doctor and he said, “Well, you've got a lot of large tumors on the back of your left eye. They’re cancerous.” He said, “You'll probably lose all sight in that eye over the next few months.” He said, “In addition to that, we think you have a really rare genetic disorder that essentially shuts off the body's most powerful tumor suppressing gene.”

He said, as a product of that, we don't know the estimate at the time and said I might live to be 37. When I did some research and digging on it, but they said you will have cancer in your kidneys, in your pancreas, in your spine and a host of other areas. To make a really long story short, I am currently battling cancer in all those areas and I did lose all sight in my eye when I was young. The thing I struggle with most now are some large spinal tumors.

As a part of that journey, having that diagnosis when I was 16-years-old, I've essentially spent all of my time since then, or a good chunk of every single day I wake up and I just read through all the medical research and literature that I can get my hands on thousands and thousands of articles about what are all the small steps that I can take today that simply increase my odds of living longer in good health.

You mentioned the book Eat Move Sleep. When I turned 37, I viewed that as a moment to step back and say, “Hey, things have gone pretty well. I've been able to keep this at bay and live a relatively normal life for quite a while.” I thought that was a good time to step back and say, what are all the specific tips around eating, moving and sleeping better that aren't just good for me and my long-term health and keeping cancer at bay, but what are the things that anyone that I care about could learn from all of that research in order to have better days, be better role models and to increase their odds of decreasing things like heart disease, diabetes and cancer and all those odds as well?

The big takeaway as I got into that book was even for a guy like me with that extraordinary risk and threats every day, it's still really not a great motivator for me to avoid the cheeseburger and French fries at lunch today. What is our connecting the research with these moment-by-moment decisions to knowing that I need that energy to be my best in a meeting at 4:00 today. Boy, do I need a lot more energy when my kids get home at 5:00 tonight so I can be a good dad.

As I started to connect all these small, little daily choices about being more active and eating some of the right foods and getting a good night's sleep, I realized that that can help me and a lot of other people just to prioritize our own health and well-being in the moment today, so we can be better spouses, be better workers, be better members of our community.

[0:06:09.5] MB: I can't imagine getting that diagnosis, especially at such a young age. I'm sure that in many ways has shaped your focus and the journey that a lot of your work is taking you on. I want to come back and dig in a little bit more, because you said something really important, which is this idea that it's very hard to tie these important long-term goals into our daily choices. We know the things. In many ways, eating, sleeping, moving, these are things that we know how important they are, they're almost so simple that nobody even wants to hear that advice. It's almost demotivating or not motivating. How did you find a way to bridge that gap between the things we know we should be doing and what we actually do on a day-to-day basis?

[0:06:56.6] TR: One of the big realizations for me and especially thinking about it from a career and a leadership standpoint is if you want to be effective as a leader, or in your career, or as a parent, you have to put your own health and well-being first. Let me start with that, where it's the very tried but true oxygen mask example on an airplane. Most people are showing up at work today and I think they're operating at about 20%, 25% of their effectiveness based on my estimates. We need to say, “Hey, I'm going to prioritize my health and energy first, because I need it, my customers need it, my clients need it, my career needs it.”

The way to do that is in what's the encouraging thing I learned from all the deep research I did on eating, moving and sleeping is if you just get one good night of sleep, even if you've had a crummy day today, everything's gone wrong, you get a solid seven or eight hours of sleep, it's the reset button on a Xbox, or a smartphone. It just gives you a clear slate the next day and you're more likely to be more active and move around throughout the day. You're more likely to eat healthier foods. It starts these upward spirals where your days get progressively better, because you made the right, small choices in the moment.

The same thing applies in the other direction the way those three things work in tandem, where if I've had a pretty good night's sleep and I've been active and moving around throughout the morning and then all of a sudden, I see a bunch of people who I'm out to eat with and they make indulgent choices, a bunch of fried foods and have dessert at lunch, whatever it might be, then I go into a meeting at 4:00 that afternoon and I'm half asleep, I don't have anywhere near the ideas or creativity that I need. That's likely to disrupt my sleep and send things in the other direction.

I think when people start to see the interconnectedness of these small choices, then they realize that they need to build better default choices in. When I say build better default choices in, make sure the right stuff ends up in your grocery cart at the store, because then you're not going to be tempted in a weaker moment like we all are to grab for the bag of chips, or for me, it's peanut butter pretzels I can't resist, right?

How do you build some healthy choices into the place where you work and your home as well? Then to start to think about how do you just build a little bit more activity or into your routine. Like you mentioned, it's not big overarching changes. I think what I've learned over the last decade is that I think when a lot of us here, you need to have 30 to 60 minutes of intense cardiovascular activity five days a week. We just throw our hands up and say, “I’m not going to do that.” The bigger public health problems and bigger challenge for most of us is we just need to not sit in a chair with our butts glued to it for six to eight hours a day, because that's causing more cardiovascular disease, that's causing more diabetes, obesity, it’s causing all kinds of problems.

The solution to that is just to do what I'm doing right now. When you're on a phone call, be up and moving around and pacing around a little bit. It's that subtle variance in our activity that can reel long-term rewards for our overall health.

[0:09:55.0] MB: It's amazing, the power of upward spirals and how even one really small victory can compound and begin to grow into more and more positive healthy life choices.

[0:10:08.6] TR: Yeah. It just takes one little turning point there and then everything starts to go in the right direction in that. The things you do – the other thing I've learned through experience is that let's say you're in a workplace and you're someone like me, I'm normally a little more introverted, I've never preached to anyone about health. Even though I wrote the book Eat Move Sleep, but I would never even tell one of my relatives or in-laws or best friends what I think they should do with their health.

The one thing I do is I'm very careful to be a good example for my kids, for my friends, for my colleagues and with my own actions. It may take six months, sometimes it takes three years, but eventually people start to pick up on things that we do and we set better examples for the people around us and people we care about. I'm increasingly convinced that demonstrating good health and well-being is one of the most important things that leaders and organizations can do today, because if the opposite is true and you see leaders who are sacrificing their sleep first, which many, many leaders do and you see people who are setting bad examples with what they eat and they're not prioritizing sleep and so forth, boy that sends a message to the rest of the people, in that workgroup and maybe throughout the organization that prioritizing your own health and well-being isn't acceptable here. I don't think that's going to be acceptable for leaders to act like that 10 years from now. I hope not.

[0:11:25.7] MB: That comes back to what you said a minute ago as well, this idea of the oxygen mask principle; you have to start with yourself. In many ways, that seems like it's missing in our lexicon, or our understanding of productivity and health and happiness today.

[0:11:44.2] TR: Yeah. I grew up in a real hard-working farming Midwestern town in Lincoln, Nebraska. I never met a role model who I want to look up to who would admit that they needed seven or eight hours sleep back then. It was always a badge of honor to say, “I only had four hours sleep and I still did X and Y and Z.” There's that industrial mindset from a workplace standpoint and you have that paired with some of that real good intended upbringing and US is a country that tries and works hard and so forth.

I don't think we've taken enough of a step back yet to realize how much unintentional collateral damage that can do when everyone around you is just trying to ramp up and work longer hours. There's a lot of good research emerging the last five years that I've seen showing that just encouraging people to do long, work longer hours, after about 40 hours to be really specific from a research standpoint and I've looked at this and written about this, the book called Wellbeing that we worked on when I was at Gallup, once you get past 40 hours, hours 40 through 50 and hours 50 through 60, they're just nowhere near as productive as the first 20 or 30 hours.

It's a mistake to think that more time equals more productivity and it's certainly doesn’t equal more quality. It equals more errors and more variance and more safety challenges in the workplace.

[0:13:06.2] MB: That principle is something, I've seen that in the research, I've heard it echoed by a number of guests on the show and yet, even just being American, as part of our culture, that's something that's hard for me to internalize and I'm constantly battling that same internal dialogue of, “Oh, this isn't that productive, but the flipside of that Puritan work ethic that I need to be working more. I need to be doing more stuff. I need to be hustling harder.” How do we start to really internalize that lesson and come to grips with the notion that working harder doesn't necessarily lead to more productivity, more output, more result?

[0:13:45.1] TR: It's a great question. I think a part of the answer lies in just having open discussions about it with the people you work with and destigmatizing the notion that – I mean, I've been in cultures and worked with companies where it's always sudden, people feel they need to be the first ones to show up in the office in the morning, the last ones to leave.

I think if we just start to talk about that openly and say what are the ways that each of us can have our schedules work and our habits and patterns and defaults and the things that are available to be active in an office and the foods that are available and so forth, how can we all make that work so that we have more energy and more creativity at 3:00 in a meeting when we really need it most, or for a big client presentation? How can we think about optimizing the flow of people's energy within a work team, so that we can be at our peak as much as possible?

I think to your question, which is a very good one specifically, I think we need to start to look at it as a performance challenge to say how can we optimize performance, instead of just maximizing time. What I've seen that hasn't worked, to be really honest, I've spent 10 years on this well-being stuff, and when it's seen as a disease burden reduction program, or a benefits program that's about wellness and keeping people from having diabetes and obesity and stuff, boy, that's not seen as a real leadership issue, or a legitimate conversation in most work circles.

I think we've got to talk about it more about how can we be effective and be our best by tweaking these things and start to view it as an energy prioritization exercise, not a disease burden reduction exercise.

[0:15:29.9] MB: That's a great point, this whole endeavor of optimizing your life trying to pursue wellness is not – there are these ancillary side benefits around health outcomes and things like that, but really if you look at it from the lens of a ruthless performance-driven individual who wants more output and more results, a lot of these strategies are actually the most effective path for you to pursue, but the way we think about them in today's world is often counterproductive.

[0:16:02.0] TR: Right. I’ve spent a lot of time just on the semantic to this. I mean, all the work I’ve done on well-being, if it even sounds like wellness, it seems like a nice to have, right? It doesn’t become a part of the performance, critical conversation that leaders have in the workplace in too many cases. I think we start to get it more about leaders have been able to grasp my work on this and that my most recent book before this one coming out in 2020, that – called Fully Charged.

The point there was to get people talking about what do we all need to be fully charged like our devices and have as much energy as possible in a day to be productive and of course, that also benefits our health. I think putting it in the frame of energy and creativity and productivity makes it a more relevant and open conversation for people to have in the workplace.

[0:16:51.5] MB: Let's dig into some of the lessons and themes from Fully Charged, because there's so many great takeaways from that book. How did the journey progress? We've started answering this already, but how did the journey progress from eat, move, sleep, to fully charged?

[0:17:06.7] TR: Yeah. It's interesting, because a lot of the work that I mentioned on well-being, people talk about whether you want to call it well-being, or quality of life, or basically all the things that are important to how we think about and evaluate our lives is how we define it when I was at Gallup. It's supposed to be the biggest umbrella you can think of.

One of the fascinating findings for me from all the global research that I've been a part of is that if you ask people if they look back on their overall life over 30 years, or 50 years, or 70 years, how would you evaluate your life, if you do that and you line that up with how much money people make, it's almost a perfect correlation between the two.

When you ask people to just evaluate their life in a huge sum like that, people who live in wealthier countries rate their lives higher, we each doubling of income buys you about a point on the ladder you'd put yourself on and money matters too much when you ask people a big evaluative question like that.

What was more encouraging that I've seen in recent data is that if you ask people how much fun they're having right now, how much energy they have right now and do they have negative emotions, positive emotions, and you look at daily well-being, which I would argue having a bunch of good days is a lot more important than one rating, looking all the way back at the end of life. When you look at that, it's nowhere near as income-dependent and it's all about the little things we do during the day. It's about the people we're with, how much social interaction we have if we'd have done some meaningful work, if we feel we've had that physical energy we were just talking about.

The good news there is that after a threshold level of income, in the United States it's about depending on location, it's between $55,000 and $75,000 per household in income. That is a great equalizer where the relationship of income flattens out and doesn't predict how much daily well-being people will have. You see this across countries as well, with the countries with the highest daily well-being are countries like Panama and Paraguay and Uruguay, they're happy central American countries, to oversimplify it. It's not the real wealthy Nordic countries you normally see pop up in the big life satisfaction studies.

What I learned from that research and talked about in the Fully Charged book are the psychological and physical steps we can take to create better days in particular. The three big ones in there, we've talked a lot about the physical energy part of it, in terms of eating, moving, sleeping, so forth. The other one that according to all the psychological research I've studied, my grad advisor, Chris Peterson, used to say, “Other people matter,” was his summary of decades of psychological research.

There's no better predictor of how happy we’ll be in a day than the amount of time we spent around people we enjoy being with. If there's one spot that we'll talk about today that I have the most concern about frankly, even more than inactivity and stuff, it's the fact that we really don't take enough time in a given day to ask meaningful questions of the people we love and care about and close our own mouths and just genuinely listen to those responses.

You obviously do a lot of that with the work that you do, but we need more people who are really focused on keeping their devices off and stowed away and genuinely listening to and investing in their closest personal relationships. I think that's the one thing that people who do that really well are going to be increasingly valuable, especially in the workplace over the next 25 years, because there's so much flying out, it's just going to get harder and harder and harder to do.

When I spend time with groups talking about some of the concepts in the Fully Charged book, I challenge people to be known for not using their phone. It sounds simple, but when I was a kid it was always glamorous for people to be out seen smoking, right? Now they have to hide behind dumpsters and don't even want to be caught on the property having a cigarette.

10, 15 years ago when people first got cellphones, it was a big deal for a realtor to be carrying around a big bag, so you knew they were important and had to be accessible all the time, right? Now, I think the new status symbol needs to be that you don't have to be tethered to your phone and you can choose to pay attention to other people and care about that instead. That's the head of this Fully Charged factors, I think that's the big one we're going to face.

Then the third one folds into what I've been working on more recently, which is that we have to find ways to see how we're doing meaningful things through our work, because I think meaning more than money will be the new currency for careers and influence in the future.

[0:21:50.3] MB: So many things to unpack from that. I want to come back to what you said a minute ago around how we don't create enough time in our lives to ask meaningful questions of the people that we love and care about. Putting away your phone is obviously a huge step towards doing that. What are some other strategies, or things that you can do to create more meaningful connections in day-to-day life?

[0:22:14.1] TR: Yeah. I think we've got to be pretty deliberate about the investments we make in our very closest relationships and think about what it takes to nurture those relationships. I mean, in some cases it's about growing new ones. I think the part that a lot of us and gosh, I hate to start out as much, but I think men and I'm in this bill myself, are just horrible at it on average. I think to say what are you doing this week, to spend whether it's 15 minutes, whether it's an e-mail, whether it's sitting down with someone, asking someone to go have dinner, go on a walk.

One of the things that people never call out from the Walter Isaacson's great biography of Steve Jobs, people do – and there are all these quotes and everything else. My favorite part was were Walter Isaacson asked Steve Jobs. He said, “Why do you always ask people to come over to your house and go for walks around your neighborhood?” Jobs’ simple response was, “I think better when I walk.”

There are three things in that statement from Jobs; he's spending time with people one-on-one out in nature, we're not distracted. Just being in nature is huge. Being active, we all think better when we walk, but we don't – back to your question, I think all of us, we've got to force ourselves to get outdoors for at least 10 minutes a day just for our well-being and get some activity. Walk to the second closest Starbucks if you live in a city like I do. Find ways to build that in your routine, both activity and relationships, because they can go hand in hand.

My wife and I have created a pattern and ritual over the five, six years now, their kids have been in the elementary school down the road here, that any day that the weather's nice enough to do it, we walk our kids to school first thing in the morning, because it gives us time to have one-on-one conversation on the way home and it gets our kids some activity before school, because they don't get enough activity in school nowadays at all.

I'll tell you this, when I've gone on walks with colleagues and friends for meetings, which I do all the time now, you have so much more expansionary meaningful thought, versus if you're sitting in a traditional conference room, or an office. I got so fed up. About two to three years ago, I got so fed up with the normal ballrooms and conference rooms and hotel meeting rooms I spent time in, that one of my big projects over the last three years has been – we've been trying to build an active learning warehouse that's in the woods about 30, 50 minutes from DC here.

The whole point is even when there's bad weather, we have poor treadmills set up where you can look out the glass and feel like you're on side-by-side walking out in the woods just to have mind-expanding meetings and conversations with people, even if there's inclement weather out there. On nice days, you can actually go around and walk through the woods on this property. I did that, put that whole project together just because the traditional set up we have for meeting rooms and offices is so hard to work around in many cases.

[0:25:12.4] MB: That's a great and simple piece of advice, one that I definitely am going to integrate into my own habits and routines and meetings.

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[0:26:35.5] MB: I want to come back to the broader topic that you touched on a minute ago and the importance of meaning. What is the difference between meaning and happiness and what happens when we get those things confused?

[0:26:48.7] TR: Yes. I think those two words are at the center of a lot of good research. I think there's also a lot of misdirection that takes place sometimes where – I mean, I honestly, I've been a part of that doing a lot of research on happiness. My degree is in positive psychology and well-being over the years. Because I think happiness to me has more of an implication of looking inward and taking steps to make yourself happy. The thing I've learned through studying this in real good experiments and trials and the like on these topics is that if I had a friend who was really struggling and I sat down and had a long conversation, went for a walk with that friend, the last thing I would ever do is help him to map out ways to try and make himself happy.

The first thing I would get him directed on is what are some specific efforts he could take to do things that increase the happiness of people he cares about, to feel better about what he's doing to serve customers, or to feel better about projects he's involved in with his church, or with his community, or whatever that might be that actually leads to more happiness based on everything I've studied.

[0:28:09.1] MB: I want to drill down into another theme that you expound upon, which is this notion of the relationship between money and happiness and meaning. I just did it myself. I just confused meaning and happiness. What is the difference between, or the relationship between money and meaning and tell me more about what you touched on a minute ago, this idea that money can actually kill meaning in our lives?

[0:28:31.7] TR: Yeah. There's a great piece of research that – we put together a documentary called Fully Charged a couple years ago. We interviewed a professor named Amy Wrzesniewski, who’s at Yale now I believe. She did some research, I think it was with Barry Schwartz and a few others on Cadets West Point. They looked at these West Point cadets and said, do they have intrinsic motivation and they're driven from some internal desire? Or are they doing things because of external motivators, extrinsic motivators, like reward and prestige and pay and things like that, right?

I might have thought going into that study if you were to say okay, intrinsic, internal thing motivations are better, probably better than the external ones. I had a hunch that was right going in. What they found that surprised me is that even if you're really internally motivated, also having the external motivation is bad for the eventual outcomes for those cadets. I've seen evidence similar to that in other experiments and realms as well, where almost any – I'm trying not to use the word quid pro quo, because I’ve heard it way too much lately, but almost any incentive that is purely monetarily-driven is likely in my experience to drive motivation in the wrong direction.

If you're a manager right now in particular, or you're just an individual thinking about how do I motivate myself to do better work, I think the more you can see metrics and outcomes that are about the meaning and mission and purpose; for my work, if I focus more on how many people my work is reaching, or people that I've heard from who say their life has been demonstrably impacted by some of my research, or a book, or a talk, or whatever it might be, that's a much better motivation than counting dollars, or trying to count things that are more about financial and external metrics.

I think we've got to find ways, especially with the cohort of people entering the workforce today. Let's say between 18 and 35-years-old in particular, I pick on right now. I'm excited about that generation entering the workforce, because I think that generation has much higher expectations about working for a purpose that's bigger than a paycheck. It's so clear in all of the studies that I read. I think it's fun to see, because there's a generation past me where I think that the generation leaving the workforce right now, work was very little more than an economic transaction. It was sterile and there wasn't a lot of thought given to how people can see the meaning in their work. I'm encouraged that that'll be vastly different 10 or 20 years from now.

[0:31:28.0] MB: How do we start to bring meaning back into our work and make our work more meaningful?

[0:31:35.8] TR: I think it starts with the job you have today, which is one of the things I talk about in the new book Life's Great Question is about – a good friend of mine who passed away a couple of years ago, who was the world's leading researcher on hope, his name was Shane Lopez. What Shane taught me is that great jobs are made, not found. That's how he put it.

Basically, what he taught me and what I've learned from a lot of the research from some of the best professors in Michigan's business school in particular is that you can craft the job that you have into one that you love and find meaning in in most cases. That starts by taking a pretty careful look at the tasks that you do each day in a pretty functional way and saying, what are the things that I do each day and how does that connect to serving a bigger purpose for another person?

Even if that's indirect, if you can start to draw the line – so I mean, GE does a great job of helping people on their manufacturing floor. They bring people in who are making them, or who are making MRI machines, for example, and they have them hear from customers and people who are battling cancer who have benefited from that imaging. Facebook does a similar thing, where they bring in people who have met long-lost loved ones, or a friend they haven’t been able to get in touch with and have developers who are working on the platform hear from people who have benefited from that work.

Or the company can do that, but on an individual level, I think a part of it is auditing the tasks of our day and making sure that as many of those tasks as possible, you can draw a direct connection how you're serving a person or a group of people in a positive way that improves their life. I mean, there are some professions frankly, where and I've done some work on this where if you're working for a company that does nothing other than produce cigarettes for example, or sugar water, or whatever it might be, it could be difficult to draw those connections. If you care about that, you might want to ask much more serious questions.

In 95%, 98% of roles, there are pretty direct ways where you can connect what you're doing between 2:00 and 3:00 in the afternoon with the purpose it’s intended to serve, whether it's to keep people safe, if you work in a safety department or in a government agency that regulate things, or whether it's to reach more people if you have an important medicine or product.

I spend a lot of time with people in the healthcare industry, who you'd think that nurses in the hospital – hospice nurses and home care nurses and you'd think that it would be so obvious to them the purpose of their work serves every day. Even in those professions, they still need reminders. One of the more powerful things you can do of course is to help another person to see how their work tomorrow makes a difference for the life of another person, because we're not that – we're probably better at doing it for others and it's easier to do for others than it is to remind and do it ourselves all the time.

[0:34:44.8] MB: That's a great strategy, the idea of starting with someone else and helping them figure out how their work creates meaning, because oftentimes, you can get clouded or confused when you're trying to examine your own contributions.

[0:34:59.6] TR: Yeah. One of the stories I talk about in some detail in that Life's Great Question book is that I grew up in a family full of psychologists and teachers. When I was a little kid, they gave me every Rorschach test and block stacking thing. They were trying to figure out what I was good at. I was four, or five-years-old. I'd been through all that. Then when graduated from college, one of my first jobs was to work on the strengths finder application at Gallup that you might have heard of that it gives people their top talents out of a list of 34. I went through that 10 or 15 times while we were building it. I'd done all that.

Even then, by the time I was I think about 25-years-old and I've gone through all those batteries and had all this information, I still thought at that time that I was a really horrible writer and that was the one thing I was never going to do. Because a teacher, an English, an AP English teacher in my high school told me that I should stick to numbers and math, because writing wasn't my thing.

To make a long story short, my grandfather at that time challenged me to work on a book with him under some pretty extreme circumstances. He said to me, he’d been reading a little piece, a letter that I had written him, just a personal handwritten letter and he said, “I think you've got a little talent to bring things to life with words and I think we should try to put this book together in his final year to life.

Anyhow, the long story short is that book turned out to be a book called How Full Is Your Bucket, that caught on and that's what got me into doing all the writing I'm doing. I bring that up, because if he hadn't said he spotted a talent, even after all the batteries and diagnostics and everything else and giving me a real specific challenge on one day, there's no way I would have ever shared an article for public consumption. Instead because of what he noticed and pointed out, it completely altered the direction of my career and what I do.

My learning from that is that there's nothing more powerful you can do from a contribution standpoint than to help another person spot a talent or something meaningful they're doing that they might not have noticed. Boy, is that an important thing to do for other people in the workplace and in your home as well.

[0:37:11.1] MB: What are some ways that we can start to help others see their contributions?

[0:37:18.5] TR: The first thing that comes to mind to me and it sounds obvious, but it's just old. I think to hold up a mirror when you spot things and help people to see things that they're already doing and they're taking it for granted, because we all need that motivation of why we're doing things in order to keep going and to keep doing our best work.

The other thing that I've been working on specifically with this Life's Great Question book is how can you – when you start new teams, or when you join a new team, or you start a new job, anytime you're joining a new group trying to do something, how can you all get together and say, “Here's who I am, here's what motivates me, here are the things I'm interested in and here are the ways that I think I can make a unique contribution to this effort as we move forward.”

I'm amazed by how I'm guilty of doing this myself in recent years, where excuse me, where I get a team together and we're all charged up about a mission or something that we want to do, and six months later we all come back and realize that hey, nobody said they wanted to go sell this mission to the world and be the one that was helping us to bring in new business and get people interested in this. I think to level set expectations, anytime you form a new team or group and talk very openly about how each person can best contribute to the mission is a pretty important step.

[0:38:39.2] MB: You said something earlier that it's really stuck with me and defines the way that we think about contribution in a sense that maybe, or at least from my perspective and I think many people's perspective is not that intuitive, which is that contribution is about how you're serving other people. Tell me more about the importance of others and how serving them is such a cornerstone of meaning and contribution.

[0:39:09.8] TR: Yeah, I'm glad you asked that, because it brings me back to the root of where some of my thinking started on this. I've always just personally been motivated and haunted in my daily work by a quote from Dr. King. What Dr. King said was he said, “Life's most persistent and urgent question is what are you doing for others?” I've tried to wake up almost every day, whether I'm driving, or out for a walk early in the morning and orient my efforts in that direction to say what am I going to do today that in my case, I asked a question that will continue to grow when I'm gone?

I say grow when I'm gone with double meaning. I mean, a part of it is I have all these threats to my own mortality and health challenges and so forth. The bigger part of it is I think it's a better use of my time to invest in efforts that can compound, even if I'm not actively involved in a book or in a business or with a group or whatever it might be. I think when you orient your efforts to one, orient your efforts outwards about how they're going to have a positive influence on other people, that's the best place to start.

Then I would take that one more step beyond and say, how can you also start to think about what are the things you'll work on in the next few months that can continue to grow and pay dividends, even if you're not there actively involved in managing? That's one of the beautiful things about what you're doing right now with the podcast, or I've been working on with a book where – or anyone who's in a company working on a new product, or service, whatever it might be. If you can put something together that once it's out there, it continues to produce growth and meaning and wellbeing for people, even when you're not involved putting more hours in. I think that's just a best possible scenario for optimizing our time over the span of a career in a pretty general sense.

[0:41:04.8] MB: I love that quote and it brings me back to trying to wrap my head around this whole project of bringing more meaning into our lives and into our work. You touched on one or two of these strategies already, but what are some of the other core things, or really important steps that we can take when we want to identify and uncover the most significant contributions that we can make.

[0:41:31.1] TR: Yeah, one simple thing I've been putting together, this contribute my profile that's the – my goal with this recent book and the website and the company is I want people to put something together that's a nice one-page baseball card of who they are emotionally, that's a lot warmer and more personal than the sterile, lifeless resumes we pass around right now to get to know one another.

The first thing that I ask people on that profile that's at the very top of it is what are the essential roles you play in life? These roles are like for me, it's a father of two kids, and my son, daughter, the husband. Then the third most important role is being a researcher and a writer. I ask people to start there, because I mean, in the end, nobody's going to put – I hope nobody's going to put on their headstone that they had a 100,000 followers on Twitter, or that they made a million dollars or whatever it might be. I think in the end, we want to be remembered by the most important roles that we play in our lives overall and that's both personal and professional.

I would recommend that people get back to that and say, “Why am I doing what I'm doing today? Is it because I care about my family? Is it because I really want to share my faith? Is it because I'm so passionate about making the environment better?” Whatever it might be. Have those, I call them defining roles, the very top your radar screen. Those defining roles.

The other piece that I have learned through talking to people is what are the two or three most searing and influential life experiences? I call them miles in this profile, or most important life experiences that are about what are the things that really change your life? Some of those are really good positive moments for me, like when my first daughter was born, I reoriented a lot of my thinking in life. Some of them are really challenging, traumatic moments, like my final days with my grandfather that changed the way I think about some of the meaning in my work.

To sit down with whether it's your family, or your colleagues, or group of people and talk about why you're doing what you're doing, who it makes a difference for, boy, we get to relate and get to know each other on a very different level. Then the third element of that profile that I spent a lot of time on is how can we each get clarity around these three core areas of contribution?

In any team, you've got a team really needs to create something and they need to continue to operate regularly and they need to relate to one another. I went through thousands of job code categories that what does everybody really have to do on a team in any type of work, or industry, or role anywhere in the world? You have to do all those three things.

How can we sit down and say based on my interests and my motivations, my experience and the roles I want to play, here's how I want to contribute to this team. I think those are three of the big questions to ask, so that you can have your daily efforts much more closely aligned with how they make a substantive contribution to other people in the world eventually.

[0:44:28.0] MB: You've already answered this in part or in whole, but I want to repeat it or rephrase it, because I hear this so often, for someone who's thinking, “I can't figure out what my purpose is, or what my passion is. I don't know what I should be doing with my life. I don't know how I can find meaning,” what would you say to them?

[0:44:52.4] TR: I would say, start by finding exactly one thing that you can do that improves the lot in life of another human being. I think a lot of times – and I would also say, forget about finding or following your passion or purpose. Just forget. I think a lot of that conversation is counterproductive, to be honest. I don't think there is one singular purpose in life. I think purpose and meaning are both journeys that occur over decades. There are times when you really accelerate and get more purpose in a job, there are times when you go backwards, all of this.

Well, I have ups and downs, but that's an ongoing journey. I think to give up on the myth of you either have it or you don't, you find it don't. Then I would really say strongly that find your greatest contribution, not your passion. Because my passion could be golf, or playing Xbox, or whatever and some of the – there are a lot of passions that really don't do a lot for the rest of the world, to be honest. I would start with something that's other-directed, because I think if you want to find sustainable meaning, you need to start with something that serves the world, not just your own passions or interest.

[0:46:06.1] MB: Great piece of advice. I really like the perspective of forgetting about your passion and focusing on other people and how you can contribute something to them.

[0:46:18.1] TR: Yeah. I think a lot of these conversations, there are so many of us that are really interested in productivity and self-development all these things, but a lot of the writing and advice on this topic that I've studied at least, I mean, I've done it too, will pull you to look inward. I think the more time you spend looking inward that’s often at a detriment to time spent trying to orient those efforts to contribution and outwards. We've got to at least try and bring that into balance. That's what I've been working on with some of this latest project.

[0:46:51.6] MB: There's one other question I wanted to ask you. It's not directly about meaning, but interrelates with this in many ways. Coming back all the way to a lot of the research that you've done around strengths finder and finding your strengths, how do you reconcile, or think about the potentially conflicting pieces of advice around finding your strengths and doubling down on your strengths, versus fixing your weaknesses?

[0:47:17.9] TR: Yeah. I've always advocated for a balance of time spent on strengths and weaknesses. I think when I entered the workforce several decades ago now, in a typical performance review, manager would spend about 80% of the time telling you what you did wrong and maybe 20% of the time telling you what you did right. I've always thought that if you just inverted that, we'd be in a much better place. If you spend 80% of the time talking about the successes and celebrating victories and talking about people's strengths, that'd be good. Then you spend 20% of the time on their gaps and their areas for improvement. You got to have those tough conversations in the workplace.

I've never in any of the research I've seen on strength, or anything I've written about, I would not recommend ignoring weaknesses. I think weaknesses can be big blind spots that when I ask executives about some of the most influential development programs they've been to, they often talk about programs where they were either on video cameras, when they're in a meeting, or they did a 360 audit or something and they found clarity and blind spots and now they're aware of and they know how to manage around. Boy, that stuff's important.

Let's just take that back a little bit more broadly for a minute and say, I do think self-awareness is very important, both self-awareness about your strengths and your weaknesses. I think self-awareness about your natural talent is the single best place to start. I mean, even though I'm talking about contribution, I would argue that you need to know some of your natural talents before you can figure out how you want to best contribute and apply those to things that you're also interested in and that motivate you. I think that's a really good starting point, but I think you have to have some balance around that overall self-awareness.

[0:49:06.0] MB: That's a great piece of advice and the notion of keeping those things in balance with maybe a weighting more towards focusing on strengths is a really good perspective on that.

[0:49:14.7] TR: Yeah. There's some research on this where it's the basic human interaction. When we go through our days, we plow through our days, we need 80% of those comments to be positive, versus maybe 20% or the negative, just to get through the day with decent well-being. There's been a lot of work on ratios of interactions in workplaces and in marriages and relationships. You need four or five positives for every one negative, because one bad exchange with another person outweighs a good one, or outweighs four or five good ones. I think if we can look at the balance of time spent on development in a similar vein, it should be helpful.

[0:49:53.9] MB: For somebody who's listened to this conversation who wants to take concrete action and implement some of the things that we've talked about today, what would be one action step that you would give them to begin, or start taking action on something that we've discussed?

[0:50:11.6] TR: Yeah, I think the first thing I would recommend is to just take a moment right now and do a little retrospective reflection on your typical day of work and see if you can draw a few direct lines between what you do almost every day, or every weekday at least and how that helps another person. Going back to Dr. King's question, what's something you'll do yet today that will have a positive influence on another person? Then ask yourself, what can you do to remind yourself of that tomorrow and the day after and the day after? Because we need reminders of why we do what we do, so we can continue to make a big contribution there. That's one thing.

Second thing I would recommend is do something yet today that helps another person you work with, or care about to spot away they're making a difference and they're contributing. See if you can do that at least one, two, three times every week.

[0:51:10.5] MB: Both great pieces of advice and so simple to execute, great ways to really begin down the journey of creating meaning in our lives. Tom, for listeners who want to find you and all of your work online, what is the best place for them to do that?

[0:51:28.6] TR: Yeah, all of my books and writing can be found at TomRath.org. The new book Life's Great Question has a website called Contribify, that's diagnostic and profile that I encourage people to try and build, that will get that conversation started and it's meant for teams to use around the top of a contribution.

[0:51:48.7] MB: Well Tom, thank you so much for coming on the show and sharing all this wisdom, some really great insights into how we can create meaning in our work and in our lives.

[0:51:58.6] TR: Thanks so much. It's been a really fun conversation. I appreciate it.

[0:52:01.6] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Thanks again, and we'll see you on the next episode of the Science of Success.

December 05, 2019 /Lace Gilger
High Performance, Influence & Communication
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Why Aren’t You Asking? How To Get What You Want with Dr. Wayne Baker

November 14, 2019 by Lace Gilger in Influence & Communication, Decision Making

In this episode we unlock the POWER of ASKING. When you ask for what you need, miracles can happen, but so many of us are too afraid to really ask, or we feel like we don’t know how or what we should be asking for. How do you get better at ask? How can you tap the tremendous power and potential of the social capital within your network by using the power of asking? We answer these questions and much more with our guest Dr. Wayne Baker.

How to unlock the incredible power and potential of your network and the social capital

Dr. Wayne Baker is an American author and sociologist on the senior faculty of the University of Michigan Ross School of Business. He is best known for his research in economic sociology, and his survey research on values, where he documented Americans’ core values. He writes in both academic and popular media on this theme and is often invited to present his findings across the U.S.

  • What’s the difference between “paying it back” versus “paying it forward” - what’s the difference?

  • What is a kidney chain? And what can it teach us about the importance of “paying it forward?"

  • What is a reciprocity ring and how can it change the way you interact with your social network?

  • What is social capital?

  • The network that we are involved in and all of the resources that the network contains.

  • When you ask for what you need - miracles can happen

  • There is a wealth of opportunity at your fingertips - but you have to ASK for it!

  • What are the biggest reasons that people don’t ask for what they need? What stops you from asking for help on the most important things in your life?

  • Why is it so hard to ask for what we need?

  • How do we get better at asking?

  • What should you do if you aren’t clear about what you need? What should you do if you don’t know what to ask for?

    • Start with figuring out your goal. What’s your goal? What are you trying to achieve?

    • What resources do you need to achieve that goal? Money? Advice? Resources?

    • Then you have to figure out WHO to ask

    • Then you have to MAKE the ask

  • The “two step” method for asking for anything you want. You may not directly know someone, but you probably know someone who knows someone.

  • The “quick start method” for figuring out WHAT YOU NEED and ASKING FOR IT

    • I am currently working on ______ and I could use help to _______

    • One of my urgent tasks is to ______ and what I need is _________

    • My biggest hope is to _____ and I need to ______

  • Visioning - developing a detailed, vivid, description of a positive future. Then you start to identify the goals that are in that vision, that back that into request.

  • What is a SMART request?

    • Specific request. The more specific the better.

    • Meaningful and important. Why is it important to you? Don’t leave this out.

    • Actionable, action oriented. Ask for something to be done. A GOAL is not a request, a request is something that helps you move towards your goal (destination).

    • Realistic, but don’t hold back, aim big - stretch and make the biggest request you can think of, but it has to be realistically achievable

    • Time bound - when do you need it by?

  • People don’t know WHY you’re asking for something unless you EXPLAIN.

  • Research is very clear - the more specific your request, the more likely people are to help.

  • If you make a smart, well formulated request people are more likely to think you’re smart and competent.

  • People are more willing to help than you think they are.

  • Action item: Make a small request in a safe place.

  • Action item: Use the reciprocity ring or other tools to create structured ways to interact and ask.

  • How to integrate the “Stand Up” into your routines and meetings to structure asking into the natural rhythms of your work and life.

  • People are willing to help, they are willing to give, but you have to ASK - because people can’t read your mind

  • Life is about connection and asking is what jump starts the power of your connections.

  • Be a giver-request - be very generous and freely help other people even if they’ve never helped you, or can never help you in the future.

  • Freely give help and freely ask for what you need - this the most powerful mode of being.

  • Don’t be a lone wolf. Doing it all by yourself is a recipe for failure.

  • Overly generous giving, without ever ASKING for what you need - leads to burnout.

  • Homework: Apply the elements from the quick start method questions above to figure out what you need help with.

  • Homework: Assess where you are on the spectrum of giving and asking.

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Wayne’s Website

  • Wayne’s Wiki Page

  • Wayne’s LinkedIn

Media

  • Stanford Business - “Francis Flynn: If You Want Something, Ask For It” by Marguerite Rigoglioso

  • [UofM Faculty Profile] Wayne Baker

  • [Journal Article] “Emotional Energy, Relational Energy, and Organizational Energy: Toward a Multilevel Model” by Wayne E. Baker

  • [Journal Article] “Energize Others to Drive the Innovation Process” by Dr. Wayne Baker

  • Harvard Business Review - “The More You Energize Your Coworkers, the Better Everyone Performs” by Dr. Wayne Baker

  • HuffPost Article Directory

  • Read The Spirit - “Dr. Wayne Baker invites you and your friends to ‘Pay it forward!’” By David Crumm

  • Google Scholar - Article Citations

  • [Press Release] Givitas Launches to Help Companies Build “Giving Cultures,” Increasing Employee Engagement and Efficiency

  • Give and Take - “How to Ask for Help at Work” by Dr. Wayne Baker

    • “5 Ways to Help Your Staff . . . Ask for Help” by Dr. Wayne Baker

  • [Forbes] “How Asking For Favors Can Build Your Relationships” by Michael Simmons

  • [Podcast] Making Positive Psychology Work - Does Your Organization Need An Energy Boost? Podcast with Prof. Wayne Baker

Videos

  • Wayne’s YouTube Channel

  • Making A Thoughtful Request | All You Have to Do Is Ask | A Book By Wayne Baker

  • The Dilemma of Generosity In the Workplace | All You Have to Do Is Ask | A Book By Wayne Baker

  • TEDx Talks - The Paying it Forward Paradox | Wayne Baker | TEDxUofM

  • The Lavin Agency Speakers Bureau - The Power of Paying It Forward | Wayne Baker

  • The Lavin Agency Speakers Bureau - Building a Culture of Reciprocity | Wayne Baker

  • Leaders Connect - 2016/05/20-LeadersConnect-Dr Wayne Baker - Give & Get App

  • Leaders Connect - 2014/09/26 CEOConnect - Wayne Baker - United America

Books

  • All You Have to Do Is Ask: How to Master the Most Important Skill for Success by Wayne Baker

  • Achieving Success Through Social Capital: Tapping Hidden Resources in Your Personal and Business Networks by Wayne E. Baker

  • Networking Smart: How To Build Relationships for Personal and Organizational Success

  • by Wayne Baker

  • America's Crisis of Values: Reality and Perception by Wayne E. Baker

  • “United America” by Wayne Baker and Brian D. McLaren

  • Citizenship and Crisis: Arab Detroit After 9/11 by Wayne Baker, Sally Howell, Amaney Jamal, Ann Chih Lin, Andrew Shryock, Ron Stockton and, Mark Tessler

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the Internet with more than four million downloads and listeners in over a hundred countries.

In this episode, we unlock the power of asking. When you ask for what you need, miracles can happen, but so many of us are too afraid to really ask, or feel like we don’t know how or what we should be asking for. How do you get better at asking? How can you tap the tremendous power and potential of the social capital within your own network by using the power of asking? We answer these questions and share some incredible strategies with our guest, Dr. Wayne Baker.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life.

If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter", that’s S-M-A-R-T-E-R to the number 44-222.

In our previous interview, we showed you how to grow a business with no capital, no product and no service. We discovered how to train yourself to spot outrageous business opportunities surrounding you in everyday life and we gave you the strategies for building trust with your ideal clients and business partners. We asked what does it take to become great in your career, job, business and life. We looked exactly at how you can achieve greatness in those key areas. We discussed all of that and much more with our previous guest, Jay Abraham. If you want to start or grow a business but you don't have the money, capital or resources you need, listen to that interview.

Now, for our interview with Wayne.

[0:02:21.0] MB: Today, we have another exciting guest on the show, Wayne Baker. Wayne is an American author and sociologist on the senior faculty of the University of Michigan Ross School of Business. He's best known for his research in economic sociology and his survey research on values, where he documented America's core values. He writes in both academic and popular media on this theme, is often involved to present his findings across the US in various different media outlets. Wayne, welcome to the Science of Success.

[0:02:47.5] WB: Thank you, Matt. Glad to be here.

[0:02:48.9] MB: Well, we're really excited to have you on the show today. There's so many interesting and important lessons from your work and your research that I want to dig into. I'd love to start out with a simple concept, which is the idea of paying it forward.

[0:03:04.3] WB: Paying it forward is one of the most powerful human principles. We can start with the idea of just paying it back. You help me and I help you in return, we call that direct reciprocity and that's important. You would want that to happen. Paying it forward is a little bit different, which is that you help me and I'm grateful and I pay it forward and help a third person. That turns out to be the most powerful form of reciprocity in a group, or an organization, or even in a community.

[0:03:32.8] MB: That's fascinating. The distinction between repaying a favor and helping someone who previously helped you, versus helping a stranger and passing it on is really fascinating. You hear about that in the sense of karma, or being a good person, or doing it because of the right thing, etc. There's actually some really fascinating research that comes out of that as well and some really interesting conclusions.

I know one of the things that you talk about that I'd never heard of that I thought was quite interesting was the idea of a kidney chain. Can you talk about that and maybe some of the other lessons from the research you've done around paying it forward as well?

[0:04:06.8] WB: Yeah. Kidney chain is a perfect example of paying it forward. There are many examples of this. Sometimes these chains are quite long. You have two kidneys and you could live a healthy life with only one. What did these change was started by a guy named Matt Jones. He lives here in Michigan. He decided that he wanted to change someone's life. He went through a process by which he volunteered to donate one of his kidneys to a complete stranger. The person who got it was near death, was on the verge of total kidney failure. Receiving that kidney saved that person's life.

Well, it turns out that person was married and the husband who would have donated his own kidney, but they weren't compatible, bond types, that sort of thing. Was so grateful that he said, “You know, I want to do the same thing and I'm going to pay forward one of my kidneys to another stranger.” You can imagine, this goes on and on and on and these chains are really quite long at this point. It's people feeling enormously grateful. The lives of their loved ones were saved and that motivates them to pay for it, one of their kidneys to someone else. It's really quite amazing and a testament to I think the goodness in humankind.

[0:05:22.9] MB: It's such a unique story. These kidney chains can get sometimes dozens of people long, right?

[0:05:29.8] WB: Oh, yeah. They really can. There are some hospitals that will help to facilitate the whole process. There are kidney registries, where people may get involved in it. It is interesting though, if you want to volunteer one of your kidneys, you would have to go through not only a physical examination that you're healthy enough to do it, but a psychological examination to try to uncover your motives, why did you want to do this. I find this really interesting. I suppose it's important to do that.

It’s interesting. We say, well, what's a person's motive for wanting to pay it forward? In the case of the chain that started here in Michigan, it was a person who said, “I really want to make a significant difference in someone's life,” and decided that was the way he was going to do it.

[0:06:14.1] MB: That was my next question. What drives people to help others, as opposed to hanging it back? The kidney chain is obviously one example of this. What happens in the world and to other people when we start to shift our approach towards paying it forward?

[0:06:33.8] WB: There's two explanations for paying it forward, what the motivations would be for doing that. One I mentioned, which is that you help me and I feel grateful for that help and I pay it forward and I help a third person. If you talk to economists, they'll say there's a more self-interested reason for helping, which is that I'm willing to help someone who has not helped me, because I want to look good. It's all about impression management. It's all about my reputation. I'm going to appear generous, so therefore, other people will be more likely to help me in the future.

Now that's fine and I have no problem with that. The interesting thing is that the research on these two different motivations, being I'm going to help someone who hasn't helped me to build my reputation that will make me appear as a generous person, I'll be helped in the future. Versus the idea of paying it forward out of gratitude. Those research has been done in two different streams. I did a study with Nat Buckley, where we put together both of those and ran what we call a horse race. We said, “Okay, we're going to collect a whole bunch of data and we're going to analyze statistically those two reasons, those two motivations and we control it for a host of other factors through all these statistical models.”

We're going to run this horse race. We're going to see which worse crosses the line first. I'll cut right to the finish line. It turns out that both horses cross the finish line, but the one that wins the race is the gratitude story, the idea that we pay it forward. We help people who haven't helped us, because we're so grateful for all the help that we have received from other people.

[0:08:01.4] MB: That's fascinating. The work that you've done around paying it forward and this may be, I don't know if I'm characterizing exactly correctly, but either led to or was a part of the creation, or discovery of what you call a reciprocity ring. Tell me a little bit about that and what are those and how do they work?

[0:08:24.6] WB: Yeah, reciprocity ring is a group level activity based on this whole principle of paying it forward. It was an activity that my wife, Cheryl, and I created about 20 years ago. We had an interesting conversation one evening. I'll never forget it. She said, “Okay, you teach your MBA students how to analyze their social networks.” I said, “Yup, that's what I do. That's what I know how to do.” She says, “Well, what do you do when they ask you how do I put this into practice and how do I build my network appropriately and how do I use my network?” I said, “Well, I have some stories and some antidotes and essentially, I hope the bell is going to ring and class would be over, because I don't have a whole lot.”

That centered a whole conversation about the idea of social capital. I think about human capital as our strengths, education, skills, the things that usually appear on your resume. Social capital is the network that we’re involved in and all the resources that it contains. I said, social capital is a combination of the networks that we have, but also this principle of generalized reciprocity, which is the fancy academic term for paying it forward.

We had a discussion about that and one thing led to another and we created a prototype of the reciprocity ring. After some trial and error, really settled on a formula or a recipe that really works quite well. I could describe it very briefly and will sound very simple, but there's a very structured way it has to be done. In fact, we train people to run a reciprocity domain, because they have to follow a certain recipe. Essentially, everyone gets an opportunity to make a request. We have criteria for what's a well-formulated request and that's something we might talk about later on in the show.

Everybody gets to make a request, but they spend most of the time helping other people meet their requests. Either they've got the answer, or the resource and they could share it, or they get tap their outside network and they could make a referral, or a connection. Those are the two ways that people can help. When people do this in a group, people discover that they get help from a lot of people, but it's not the people that they helped. It's more of this indirect generalized reciprocity, or paying it forward.

Now we do this in groups of about 24. I think over a 150,000 people around the world have used the reciprocity ring. It’s used in most of the major business schools, a lot of different companies. It was used recently at the Harvard Business School, where they had 900 MBAs engaged in this. We had about 40 different rings running at the same time. My favorite one and I think that's the most moving example of a request that was fulfilled was about a little girl who lived in Romania. Her name is Christina.

Christina suffered from a condition called craniosynostosis. The human skull is made up of different bones and they're joined by sutures, these fibrous tissues. This design allows the skull to expand as the brain and the head grow. Well every now and then, one of those joints or sutures will fuse prematurely and then the brain can't grow. The outcomes are awful. You can have a misshapen head, learning difficulties, blindness, seizures, even death.

Well, the chances of finding a surgeon who could correct this on Romania were pretty slim. This little girl's fate was up for grabs. Well, it turned out that her aunt Felicia lives in France and she works at the business school INSEAD. They used a reciprocity to ring every year for all their incoming MBA students. Part of being trained to run a ring, that's what Felicia was going to do, she was on the staff, she had to make a personal request. The trainer said, “Make sure it's meaningful. Something really important.”

She thought of her little niece back at Romania. Made a request for her, saying describe the whole situation and said, “I need help. She needs help.” Turns out that someone else who was in the reciprocity ring that day, who was also being trained, he was adjunct faculty, worked at a pediatric hospital and said, “I know surgeons who can do that operation. I'll introduce you.”

One thing led to another. Christina and her family flew for Romania to France. She had the surgery. It was a complete success and she's now living a happy and normal life. It's amazing. I have a picture of her that I keep on my desk to remind me of the power of asking for what you really need. When you do, miracles can happen, just like that story with Christina.

[0:12:47.7] MB: Wow. That's a really moving story and a great demonstration of the power of reciprocity rings. It really demonstrates a point you made earlier that everybody's network –every single person's network has a tremendous amount of untapped potential, or as you called it social capital that we're just not fully maximizing.

[0:13:12.4] WB: Oh, absolutely. What I've learned over the years is that there is a wealth of resources out there just beyond your fingertips. The only way you can get to it is by asking. That turns out to be the crux of the problem, is that most people are very reluctant to ask for what they need. There's a lot of reasons for it. There's eight reasons, in fact, of why it's hard to ask. Some of those are just incorrect beliefs. I can give you a couple of examples.

Sometimes, we don't ask because we're afraid we're going to look foolish, or incompetent, or that we can't do our jobs. You don't want to ask a trivial request, because then that's not going to raise your perceptions of your confidence. What the research shows and this was done by a team of researchers from Harvard and Wharton, they found that as long as you make a thoughtful, intelligent request, people will think you are more competent, not less. People fear that asking is going to make them appear to be incompetent.

As long as it's a good request, it’s a thoughtful request people will say, “Hey, you're confident. You know your limits.” You don't keep banging your head against the wall, working on a problem where it could be solved much more effectively and easily by reaching out to your network and getting some help from other people.

Another barrier is that we often underestimate other people's willingness and ability to help by a really big factor. One of my favorite studies was done by Frank Flynn and his team when they were at the Columbia University. They decided to test this with a field experiment, which is they were going to send people who are participating in the study out into New York City to do this. They had to go to a stranger and ask to borrow their cellphone. That's all they could say. They said, “Could I borrow your cellphone to make a call?” They couldn't explain, or beg, or plead, or come up with a sob story. That's all they could do.

It was really interesting, Matt. A number of the people who signed up for this experiment and you get paid for doing it, for participating. When they discovered what it was about, they quit and they said, “There's no way I'm going to go do that. I'm not going to walk in through a stranger in New York and ask to borrow a cellphone.” Some people did participate in the study. Before they went out, the researchers asked them, “Well, how many people do you think you're going to have to ask before you get a phone?” They were saying, “Five, six, seven, 10, infinite number of people, I'll never get one.” Well, it turns out that you only have to ask one or two strangers now.

If the first person doesn't let you use their phone, the second person probably will. There's a lot of other studies that support that that we often don’t ask because we think no one can help us. In fact, people have lots of resources. They have great networks and people are very willing to help, but they could only help you if you ask.

[0:15:56.5] MB: A really powerful lesson. I want to dig into a lot of the things around more about why we don't ask and also how we can start to really put together well-formulated requests and ask. Before we begin to that, I want to circle back and just hear one or two other stories to really impact this and show people the power that the untapped potential that lays within their networks. Tell me one or two other outrageous examples of things that have been fulfilled from using something like a reciprocity ring exercise.

[0:16:28.8] WB: Well, I recall one time that I was running the reciprocity ring for General Motors here in Michigan. It was a diverse group of people. There was a senior engineer who made a request for help for expertise to solve this complex engineering problem. It had something to do with aluminum extrusion. I have to confess, I had no idea what he was talking about, but other people did. This request was for an expert to help him solve that problem.

The help came from the most unlikely source, which was a 22-year-old admin who had just been hired by the company. You might wonder, I mean, how could that person actually help? Well, it turned out that her father was the world's expert in that particular technology. He had recently retired. His wife was encouraging him to spend more time outside of the home. There was plenty of opportunity there. What she did, she introduced that senior engineer with her father. They got together and they solved this complex technological problem.

You never would guess that it would be a 22-year-old admin that would be that link or the connection. Again, people know lots of things and they know lots of people and you never know until you ask. I could give you another example. I remember a completely a different industry, this is in big pharma. They're trying to discover blockbuster drugs and they work in these big drug development teams.

I was running an event for a group of these scientists, they’re MD, PhD scientists. One person said, “I’m about to pay an outside vendor $50,000 to synthesize a strain of the PCS alkaloid.” Again, I didn't know what he was talking about, but I looked that one up. It turns out that alkaloids come from plants and could be used to make drugs. Well, another person was participating said, “Huh, I had no idea that you had that need.” Why? Because people don't ask. They said, “Now that I know, I could Slack you in – I have Slack capacity in my lab. I can slot you in next week and do it for free. It won't cost you $50,000. It won’t cost our employer $50,000.” They saved all that money and they made a very helpful connection inside of this group. There are lots and lots of stories like that, of the most unlikely things become possible when people ask for what they really need.

[0:18:48.6] MB: Let’s circle back to asking. You touched on a few of the things that prevent people from asking. What have you seen and what does the research shown to be the biggest barriers that people face when – what is causing people for example, to drop out of a study because they're so terrified to ask for something as simple as borrowing somebody's phone, what are the things that motivate people not to ask for what they really need?

[0:19:14.5] WB: A lot of times it's fear of rejection, fear that people are going to say no. Once you realize that most people would say yes if you ask, that can be very liberating. One thing is correcting our beliefs about people's willingness and ability to help. That would be an important thing to do. Another is to realize that you need to learn how to make a thoughtful request. Sometimes people don't know what to ask, or how to ask.

There's been many times when I've run events over the years where people have said to me, they take me aside and they said, “You know, I've always wanted to be in a group of people who are really helpful and generous and well-connected and be able to ask for anything that I want and I can't think of a thing.” This happens all the time. I realized that a lot of times what stands in the way, we don't ask because we're not clear about what we need.

There's a process by which you can do this. At first, you need to figure out why you're asking, what's the goal, what are you trying to achieve? There's different methods for doing that. Once you have a sense of what your goal is, what you're trying to achieve, then you think, okay, with that goal in mind, what resources do I need? What resources would be helpful? Do I need information, advice? Do I need an opportunity? Do I need a introduction, a connection? Do I need someone to sit down or brainstorm with me? Do I need a second opinion on a project, whatever it might be?

You've got the goal. You're trying to solve some problem. You have a request for a resource that you need and then you have to figure out who to ask. Sometimes, we stop ourselves by only asking our close friends, or our inner circle. Now they'll help you if they can, but it's sometimes a lot more powerful to reach out outside of that inner circle. For example, there's a method that I call the 2-step method. It could be that I don't know who to ask, but I know someone who probably does know someone who has the answer. I can ask that person to pay that request forward and connect me with that person. That's a way of reaching experts for an example.

Then finally, you have to make the ask. Let's figure out the goal, that's the destination. Figure out the request, what is it that you need? Figuring out who to ask and then going ahead to make the ask. People go through that process. It gets a little bit easier. I mentioned that there are different methods for figuring out goals or requests. There's one that I call the QuickStart method and I can share a couple of parts of that with you.

It's a bunch of sentence completions. For example, I am currently working on X and I could use help to Y. If you think about that, what am I currently working on? Writing that down and then saying, “Okay, what can I use help for?” Another one would be, one of my urgent tasks is to X and what I need is Y. That would be another example.

There's a friend of mine who is making a transition and becoming an independent consultant. His name is Chris. He said, “One of my urgent tasks is to figure out if should I incorporate, should I be an LLC, should I be a sole proprietorship?” He figures, that's one of my urgent tasks. I got to form the company. What I need is I need to talk to a tax attorney. I need to talk to a lawyer who can help me figure out different corporate forms and so forth. It was going through that process really helped them to think about what is it that I'm trying to achieve and then what do I need to achieve that and then who can I ask?

A third one might be my biggest hope is to X and I need to Y, whatever that might be. I like that one, because we often don't stop and think about what are our greatest hopes and aspirations in life? What are the things that would be helpful in reaching those? Another method is to use what we call visioning. Visioning is developing a detailed, vivid picture of a positive future. When people do this, it's usually a couple of pages long. It takes a while to do. If you have that detailed vision, inspiring image of the future you're trying to create for yourself, then you can identify a bunch of goals that are in that vision, back that out to different requests that you could ask and then figure out who to ask and so forth.

[0:23:31.1] MB: Those are some amazing exercises. I love how practical and specific they are, very easy to start implementing even immediately. One of the interesting meta lessons that comes out of this is this importance of figuring out what you're really trying to achieve, figuring out what matters to you and as some people call it, beginning with the end in mind. If you know what you want to achieve and you have clarity around that, then it becomes much clearer around what resources and people and things you need to start asking for and tapping your network for to achieve that goal.

[0:24:07.5] WB: Absolutely. You need to start with the destination. Where are you trying to go? What are you trying to achieve? I mentioned the QuickStart method and visioning as another way of doing it a little bit more involved. Once we have that in mind and you're thinking about the resources, there are also criteria for making what we call a smart request. Now I use smart in a different way than it is typically used, so we'll spend a moment or two talking about that.

The S is for specific. You want to make a very specific request. The most general request I ever heard was made by an executive from the Netherlands who said, “My request is for information.” That was it. I said, “Wow, can you elaborate?” He said, “No, I can't. It’s confidential.” Well, he didn't get any help, because no one can help with a request like that. He did turn out to be pretty generous. He helped other people, but he didn't get any help for whatever his request was going to be.

S is for specific. The M is for a meaningful. Sometimes in traditional smart criteria, the M means measurable and measurable is nice. I mean, meaningful and important to explain why it's important, why are you making the request. I found that people often leave that out. They figure that if I make it a request, people will assume that it's important, otherwise I wouldn't be making it. People don't know why you're asking, unless you explain. That's very, very important. The why really motivates people to help you.

The A is for action, or action-oriented. You want to ask for something to be done. A goal is not a request. A goal is a destination. A request is something that helps you move towards that destination, so you want to ask for something to be done. Then the R is for real or realistic. It can be a small request, as long as it's real that is meaningful and important. You want it to be realistic, but I wouldn't want people to hold back because of that.

I think about the story I said about Christina who had craniosynostosis and needed a surgeon who could correct this – into this condition. You want to stretch, you want to make big requests, but they do have to be realistic. If your request is to colonize the moon tomorrow, that's not going to happen. You want to make sure that it is realistic. That balance is the inspirational or inspiring part.

Then the T is for time, time-bound. When do you need it by? What we have found is that if you hit all five criteria, all smart criteria, people are a lot more likely to respond. I've also discovered that this works with your boss, it works with peers, it works with friends. I have a teenage son and I discovered that it works with him as well. I don't use the method with him that my father used with me, which was, “You'll do this because I told you so,” which gets compliance, but not engagement. Engagement is that you're doing it willingly.

I try to use a to explain why I'm asking him to do something. Most of the time, he's then willing to do it, because he understands why it's important, why he needs to do it and why it would be a good thing.

[0:27:05.1] MB: Love those criteria. It's really important to underscore this notion that the more specific your request is, the more specific the ask is, the higher probability you have of achieving it. If you have a broad nebulous general goal, it's not going to be as effective when you make an ask for one of the resources or things that you need to move towards that destination.

[0:27:27.0] WB: Yeah. People often think the opposite. If you make a general request that people are more likely to help, but the research and experience shows that that's simply not true. I can give you another example, a personal one. This goes back a number of years, but our 10th wedding anniversary was coming up and I asked my wife what would you like to do. That's a big one. Well, at that time we were big fans of Emeril Live, which is one of the Food Network's celebrity chef shows in New York City and she said, “I'd love to be on that show for our anniversary.”

We tried to get tickets to be on that show and it's more likely to get hit by lightning and win the lottery on the same day than to get on that show. I said, “Well, I don't know. I'll see what I can do.” I had an opportunity. I was running a program for orientation for our incoming business school students, so there's 500 people. Faculty were being piped in on these big jumbo Trons to lead different sessions on different topics. I was doing a variation of this idea of asking and giving. I decided to make a request, which was related to my wife's wish to be on Emeril Live in New York City.

I explained. I used the smart criteria. I mean, the M there is really important. Now a lot of the students were not married, but they remember their parents’ significant anniversaries and how important they were. Some of them were married and they knew the importance personally of anniversaries and the celebrations. Well to my amazement, three or four people came forward. Somebody knew someone who was dating Emeril's daughter, so that's totally true, but it didn't work because they broke up.

The connection that did work was to Emeril’s segment producer on Good Morning America. At that time, he would occasionally do a Friday morning show on Good Morning America. This MBA student and his wife were really good friends with the segment producer and he said, “Look, I'll put you in touch with that person.” It was all done by e-mail and they were going to New York to at least meet Emeril on that particular show. We did. He was really, a really very nice, very friendly guy. Later on, we got tickets to go over to the Food Network. Now that was a total surprise. We thought just meeting him would be enough.

We go across town, we go to where they film the Food Network, turns out that he gave his VIP passes. We’re right up front. To make this even better, it turned out that they were filming the show for the upcoming Valentine's Day. Now this is for our anniversary. I had no idea we were going to be on the show. Of course, I had no idea what the show was going to be about and it turned out to be about Valentine's Day and could not be more appropriate for celebrating our anniversary. It was really, really a highlight. Again, it underscores that idea of asking for what you really need.

I remember afterwards where everyone's leaving and people came up they said, “How did they find you?” I said, “We found them by asking.” Again, it underscores that idea and the importance of asking for what you really need.

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[0:31:44.6] MB: You've shared some amazing tactics for the mechanics of how to formulate better asks, how to figure out what you want to ask for. I'm curious about the psychological barriers. How have you helped people, or what have you uncovered in your work or research around overcoming the fear of rejection, the fear of imposing on others or seeming selfish? How do you help people get past those psychological things that even if we know how to make great request, may stop us from actually making it?

[0:32:14.8] WB: There's two things, education and action. Part of what I try to do is to go through all the reasons why people are reluctant to ask and then to show what we know from research. When you realize if you make a smart, well-formulated request, a thoughtful request, people are more likely to think you're competent, not less competent. I mean, that's liberating for people. When you learn that most people are willing to help if you ask, that's liberating as well, but that's only half of it.

The other half is action. You actually have to do it. There I recommend two things; one, make a small request in a safe place. That could be at home, or it could be with your friends, or it could be at a community organization. Maybe it's at work, maybe it's not. I’d say start with something small and make sure it's a safe place.

The other thing you can do in terms of action is to use some of the tools, like the reciprocity ring. There's many others in which asking is the ticket of a mission. It's easier to ask if you know that everyone has to make a request, everyone's in the same psychological boat, so to speak. I'll give you another example, another really good practice is called the stand-up. The stand-up is widely used at IT and software development firms and I think it has enormous potential for any group.

In a stand-up, you'll have the people in a group or in a team would literally stand up say at 10:00 every morning, stand in a circle and they quickly go around and each person has to say three things. Here's what I worked on yesterday, here's what I'm working on today and this is the help that I need. The help is followed up with later on. Now it doesn't take very long to do that, but it's a requirement. Those are the three things you're supposed to ask about. Knowing that makes it a lot safer and knowing that everyone's going to make a request makes it a lot safer, get everyone in the same boat.

We use that for example at our Center for Positive Organizations. We're not an IT firm. What we do at our center is apply positive psychology to build thriving workplaces, thriving organizations. We try to practice what we preach. Every morning, the staff will have their daily stand-up. They'll stand in a circle and they'll answer those three questions; what I worked on yesterday, what I'm working on today and the help that I need.

[0:34:30.3] MB: That's a great strategy. It's important, that lesson also underscores this idea that it's important to integrate these lessons and the framework of creating structured opportunities for asking into your work and into your life. If you do that, you can start to uncover not only ways that you can find help for yourself, but also ways that you can start to help others across your network.

[0:34:57.3] WB: Yeah. You don't have to be the team leader, or the CEO to start doing this. You could propose these methods. If you're in a group or a team you could say, “Hey, I learned about this idea of a stand-up, or the reciprocity ring and there's a dozen others.” Say, “Let's give it a try.” When then people do, I always encourage them to give it a try for at least 30 to 45 days and to expect some reluctance in the beginning. You know what, people start, they'll start small and they’ll make safe requests, as long as everyone gets to make one. Over time, they start to see the power of this. What I've seen is that people start making bigger and bigger requests. Then that's where things really begin to pay off.

You've got to make that commitment for 30 or 45 days, because at the beginning, people will be a little bit reluctant. You don't want people to stop before they really had a chance to experience the power of doing this. We could also do this in our daily lives. Whenever we meet someone and interact with someone, say hello to someone, every one of those encounters is an opportunity to listen to that person and to think about how you can help that person. You can start the chain that way. Or to think about what is it that you really need and be willing to ask for. Again, try something safe. Try something small and you'll see through action and experience over time how valuable it really is.

[0:36:16.9] MB: What are some of the different styles or ways of asking and do people fall into different camps and categories?

[0:36:25.0] WB: I think sometimes, people they jump to asking too quickly without thinking it through. They're not really clear about the goal they're trying to achieve and they haven't taken the five smart criteria into account. You really want to be thoughtful. You don't want to jump in too quickly. That said, it can be done very casually. It doesn't have to be a formal presentation, or something that's stilted. It can be in a very casual conversation, but to explain why you're making a request, what you need, when you need it by and to give people the opportunity to do the same with you.

Again, you could start that paying it forward at any place. You can start by helping someone, you can ask them what they need. That's another way to start. Say, “Hey, I see you're working on that, whatever that project is. I read something I think might be useful to you. Here's a link to it.” Or, “That gave me an idea. Do you want to sit down? We could talk about that.” You can volunteer to help. That starts a chain, as well as asking for what you need.

[0:37:25.3] MB: Another really important lesson that comes out of all this and coming back to what you just talked about, this notion of paying it forward is that the request is the catalyst that sets off these chains of generosity. You can create a huge amount of really immeasurable, positive impact across your personal, work, social networks by requesting things from people, because that gives them an opportunity to be generous.

[0:37:56.4] WB: Absolutely. What we found is that people are willing to help. They're willing to give. They're willing to be generous, but they can't read your mind. They don't know what you need until you make a request. I think of giving and receiving as a cycle, that there's no giving without receiving, there's no receiving without giving and the catalyst, or the driver is always to ask, always to request. That starts the whole process, the whole cycle turning.

[0:38:23.8] MB: The lessons that you share here are so important. The idea that if we're just willing to ask, that our networks, our friends, our social infrastructure has so much untapped potential is something that could be in many cases and both the research and the examples you've shared transformative to your life, if you're just willing to put yourself out there and ask for help.

[0:38:52.6] WB: It is really true. The research shows that the experience we've had over many years now shows that to be true as well. People are surprised when they engage in some of these activities and exercises to really learn how powerful it is. We're brought up sometimes to really focus on individual achievement and accomplishment. When you think about the test that you took in school, or you had to take the ACT or the SAT. Those are things you all did, you did that by yourself. You fill out your college application by yourself, everything about you that's going to get you into the school that you want to go to, or the job that you're applying to.

In reality, life is about connection and collaboration. It's really about the network. Everyone needs input, everyone needs an inflow of resources of ideas, opportunities, a brainstorming, someone to listen to, even emotional support. We need those resources, we need to in-flow of those resources to really be productive. I say that people should be what I call a giver-requester.

A giver is someone who is very generous, who freely helps other people even if they've never helped them, or will probably never help them in the future. They’re just generous and they help other people. They make requests for what they need, so freely help and freely ask for what you need. Now we found that in our studies, only about 10% of people are in that category of being giver-requesters.

There's a much more common category, which is the overly generous giver. The overly generous giver is someone who freely gives, but doesn't ask for what they need. Now they're very well-regarded, they're held in high esteem, because they're so generous, but their performance suffers and their productivity declines, because they're not getting the inflow of all the resources that they need to be productive.

Now another type is called the selfish taker. Now there actually isn't a lot of these people. There's some. The selfish taker is someone who doesn't help, who is not generous, who asks for what they need. What we found there is that their productivity and performance declines over time as well, because people stopped helping them, because you've got to give back, you've got to pay it back and you've got to pay it forward. Over time, people will see that that person's not so generous, and so they'll stop helping that person.

Then the fourth is probably the saddest one of all, it's the lone wolf, or the isolated person, the person who tries to do it all by themselves, who never asks for what they need and doesn't help other people. I call that a sad state of affairs, because you're really disconnected from the community, you're disconnected from the network. The best place to be is to be a giver-requester, someone who generously helps other people and freely asks for what you need.

[0:41:43.8] MB: That's a great place to be. In many ways, in my opinion at least, helps us wage the concern, or the risk, or the fear, or the psychological barriers that might stop you from asking for something if you're putting yourself out there and giving and helping freely, then you by every right should feel justified in asking for whatever help you need as well.

[0:42:06.8] WB: Yeah, that's right. I like to say that asking is a privilege earned by helping, by giving. Another thing I could say about the overly generous giver is that that's where you find a lot of burnout. In fact, there's an organization for women executives that I work with from time to time in Chicago and they have seminars a couple of times a year and I participate in some of those. I'll talk about the importance of being generous, the importance of generosity, of giving, of helping and invariably, these executives will say, “I give all the time and I'm totally burned out.”

Before I could say anything, all of a sudden it clicks and they go, “And I just realized that I don't ask for what I need.” Just being generous and never asking will lead to burnout. The remedy, or the solution to that is to start asking for what you need. You think about if you've been generous and you've helped all these different people, you've got a big network of people out there who are super motivated to help you and they want to hear from you. In fact, you're denying the power of reciprocity by not asking for what you need. Not only do have permission to ask, you've earned the privilege of asking by being so generous.

[0:43:16.2] MB: For listeners who want to concretely implement one of the things we've talked about today, you've shared some tremendous action steps and implementable things, what would be one piece of homework that you would give them to take a first step and to start asking for what they need?

[0:43:33.7] WB: Well if I could suggest two. One would be to apply some of the elements from the QuickStart method as a way of getting started. That's I am currently working on X and I could use help to Y. One of my urgent task is to X and I need to Y. One of my biggest hopes is to X and I need to Y. If you fill in the blanks there, that's going to get you a long way down the road to figure out what you really need.

Then the other is to assess where you are. Are you a giver-requester? Are you overly generous giver, or one of the other two types? We've created an assessment that is available for free for anyone who would like to take the assessment. It will give you scores on each of those dimensions. How do you rank on giving and on asking? You really get to see where you are and sometimes that assessment could be a big motivation to figure out what you need to do. Like, “Maybe I am an overly generous giver and I need to ask.” Even taking the assessment helps you figure out some of the things that you can ask for.

[0:44:39.1] MB: For listeners who want to find you and your work online, what is the best place for them to do that?

[0:44:44.6] WB: The best place would be to go for the website for my new book All You Have To Do Is Ask, and that's where could find the free assessment as well. The website address for that is simply the title of the book, so www.allyouhavetodoisask.com. There you can learn more about the book. You can take the free assessment and there's other resources there as well.

[0:45:07.0] MB: Well Wayne, thank you so much for coming on the show, for sharing some incredible stories, some interesting research and some great, action-packed action strategies for people to really begin implementing this in your life.

[0:45:18.9] WB: Well, thank you Matt. It's been a pleasure and I've really enjoyed our conversation.

[0:45:22.6] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

I'm going to give you three reasons why you should sign up for our e-mail list today by going to successpodcast.com, signing up right on the homepage. There are some incredible stuff that’s only available to those on the e-mail list, so be sure to sign up, including an exclusive curated weekly e-mail from us called Mindset Monday, which is short, simple, filled with articles, stories, things that we found interesting and fascinating in the world of evidence-based growth in the last week.

Next, you're going to get an exclusive chance to shape the show, including voting on guests, submitting your own personal questions that we’ll ask guests on air and much more. Lastly, you’re going to get a free guide we created based on listener demand, our most popular guide, which is called how to organize and remember everything. You can get it completely for free along with another surprise bonus guide by signing up and joining the e-mail list today. Again, you can do that at successpodcast.com, sign up right at the homepage, or if you're on the go, just text the word “smarter”, S-M-A-R-T-E-R to the number 44-222.

Remember, the greatest compliment you can give us is a referral to a friend either live or online. If you enjoyed this episode, please leave us an awesome review and subscribe on iTunes because that helps boost the algorithm, that helps us move up the iTunes rankings and helps more people discover the Science of Success.

Don't forget, if you want to get all the incredible information we talk about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top.

Thanks again, and we'll see you on the next episode of the Science of Success.

November 14, 2019 /Lace Gilger
Influence & Communication, Decision Making
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Roland Frasier: How To Build Lasting Wealth, Influence, and Happiness

October 15, 2019 by Lace Gilger in Money & Finance, Influence & Communication

In this episode we discuss how to make the most important decisions in your life. Where should you spend your time? How do you evaluate different opportunities? Are you focused on creating wealth or income, and which is more important for you? Should you make a big change in your career or industry? We dig into all of these important questions and give you the tools to answer them with our guest the legendary Roland Frasier.

Roland Frasier is a serial entrepreneur who has founded, scaled or sold dozens of different businesses. He is currently CEO of the War Room Mastermind, where he advises over 150 major companies and principal in DigitalMarketer.com, among several other successful online companies. Roland has experienced business success in several industries including real estate, law, publishing, consulting, and many others. He has worked with major companies such as Microsoft, Infusionsoft, Etihad Airlines, Harper-Collins Publishing and Uber.

  • The biggest business breakthroughs often come from applying unexpected places and cross applications

  • The importance of creating models and frameworks for solving business problems

  • Take what you read and break it down into something that’s simple and useable

  • How do you take what you’re reading and learning and turn it into something that is actually usable and applicable?

    • Research down to the base

    • Cross apply that with experience

    • Apply the correct geometric framework

  • The Long and The Short

  • The dangers of being “cash poor” and “asset rich”

  • Are you over-focused on income or wealth?

  • Are you a dancing bear?

  • Its so easy to get trapped into reinvesting 100% of your profits into growing your company

  • How do you balance our time between short term income creation and long term wealth creation?

    • Formula: Income Needs = Long Term Growth Desires + Lifestyle Costs + Cushion

  • If you want yourself too far on one side or the other, it’s time to rebalance your focus a bit

  • Life is so fragile - you have to balance living for today and living for tomorrow

  • Classify your opportunities as either “wealth” opportunities or “income opportunities”

  • You should be hustling, but you shouldn’t be hustling all the time.

    • You have to stop and think.

    • You have to stop and recover too.

  • If you study some seriously successful and ultra driven people - they often achieve that success at the cost of their own personal and family lives

  • If you want to really innovate, you have to take time to think.

  • The world will demand 400% of your time. You have to limit the number of opportunities you take on. It’s easy to drown in opportunity.

  • Once in a lifetime opportunities come around 3 or 4 times per year.

  • PFM + Will it move the needle in terms of what you want to accomplish personally and financially?

    • People

    • Fun

    • Money

  • Saying “not now” is not the same thing as saying no - it’s a great way to defer opportunities

  • The power and importance of asking for things

  • Be inquisitive and child like in asking the things you are curious about

  • The “No harm in asking” Rule

  • In a business deal, if you don’t ask for what you want, it sure as well won’t be handed to you.

  • The power of “inception” via the principle of Socratic Influencing - how you can get people to think that your ideas are theirs

  • Lead people logically to the conclusion that you want them to arrive at

  • The absolutely magical power

  • Should you “grow where you are planted?"

  • The power and importance of developing your personal brand to help your business

  • Homework: Determine what are you going to spend your time on?

  • IDEA: Create an “Life Priority Matrix”

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Roland’s website

  • Roland’s LinkedIn, Facebook, and Twitter

  • The War Room Mastermind

  • DigitalMarketer

Media

  • [Article] Mckinsey Quarterly - “Have you tested your strategy lately?” By Chris Bradley, Martin Hirt, and Sven Smit

  • Roland’s Media Appearance Directory

Books

  • Strategy Beyond the Hockey Stick: People, Probabilities, and Big Moves to Beat the Odds by Chris Bradley, Martin Hirt, and Sven Smit

Misc

  • [Article] The Eisenhower Matrix

October 15, 2019 /Lace Gilger
Money & Finance, Influence & Communication
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The Surprisingly Simple Skill Behind Extraordinary Relationships with Michael S. Sorensen

October 10, 2019 by Lace Gilger in Influence & Communication

In this episode we discuss crazy research that can predict 94% of the time whether or not your relationship will be successful. We reveal why you should NEVER give someone unsolicited advice. We share the communication “Swiss army knife” that you can use to build rapport, influence anyone, and deepen the most important relationships in your life and much more with our guest Michael S. Sorensen.

Michael S. Sorensen is an award-winning author, marketing executive, relationship coach, researcher, and personal development junkie. He is the author of the best-selling I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships and the 3-Minute Morning Journal.

  • Listen, seek to understand, and then validate

  • People question if we understand how they are feeling

  • Reflective listening vs validation

  • Crazy research that can predict 94% of the time whether or not your relationship will be successful.

  • The 3 primary ways of responding:

    • Passive

    • Affirmative

    • Negative

  • Happily married couples validate each other more than 87% of the time.

  • Divorced couples validated each other only 33% of the time.

  • The biggest takeaway from this interview - don’t give unsolicited advice!

  • When you give people advice they get defensive, and then both parties get frustrated pretty quickly.

  • In today’s societies we have serious difficultly processing and understanding our emotions.

  • Most of the time what people want is NOT advice, they want help processing the difficult emotions that they are experiencing.

  • Reframe: Ask yourself “So, what are you gonna do about it?"

  • When you jump in and give advice, you miss out on an opportunity to show them respect and an opportunity for them to grow.

  • Validation can help when someone is experiencing both negative and positive emotions.

  • Validation is a tremendously powerful negotiation tool. When people feel heard and understood they are more likely to listen to you and understand you.

  • Validation helps you break down defensiveness.

  • What is validation?

    • Recognization emotion.

    • Offering a justification for emotion.

  • Invalidating responses:

    • You’ll be fine.

    • At least it’s not ____

    • Things will get better

    • Tough it out

    • It’s not that big of a deal.

  • To be an effective communicator you have to communicate to people the way they ARE, not the way you want them to be.

  • We often invalidate OURSELVES too - saying “it’s fine” or “I shouldn’t feel this way”

  • You can’t repress an emotion and get away with it - they come back stronger and stronger. Repressed emotions are the root of many negative behaviors.

  • We repress ourselves both ways - positively and negatively. When we experience positive things we should validate ourselves.

  • Why you should accept complements instead of deflecting them.

  • How do you validate and justify an emotion that you don’t agree with?

  • Lessons from dealing with someone who has schizophrenia - and how you can validate emotions that you “disagree with”

  • Justifying emotions - “it makes sense, given what you think, that you feel that way”

  • 4 Steps of Validation

    • Listen empathetically

    • Validate the emotion

    • Offer advice or encouragement

    • Validate again

  • Do you ever feel like someone isn’t listening to you? Maybe you need to flip the script and ask if you’ve really been listening to THEM.

  • “Given what you’ve said, I completely understand why you would feel that way."

  • A lot of emotional problems are a result of parents or people close in our lives who invalidated our negative experiences.

  • Dealing with your emotions is HARD. Your emotions are unruly. Imagine how scary your emotions are as an adult, children don’t have the tools to deal with their emotions.

  • Homework: the next tough conversation you have, don’t give them your advice.

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Michael’s Website

  • Michael’s LinkedIn, Twitter, and Facebook

Media

  • Michael’s “5 Must-Read Relationship Books”

  • “Validation: The Most Powerful Relationship Skill You Were Never Taught” by Michael Sorensen

  • Medium - “5 Things You Need To Know To Write A Bestselling Book, with Michael S. Sorensen and Chaya Weiner” by Chaya Weiner

  • Sarah Anne Carter - “I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships by Michael S. Sorenson”  by Sarah Anne Carter

  • [Podcast] Dr Brenda Wade Modern Love - Michael S. Sorensen: I Hear You

  • [Podcast] Peculiar People Podcast - Episode 33: Michael S Sorensen

  • [Podcast] The Art of Charm - How to Improve Your Workplace Communication | Michael Sorensen (Episode 721)

  • [Podcast] The Process Podcast - Michael Sorensen – A Communication Superpower that Will Profoundly Affect All of Your Relationships

Videos

  • Jason Headley - It's Not About The Nail

  • Parent Like a Pro Summit - Dr. Tina Baker: Michael S Sorensen

  • Jason Mackenzie - Episode 2 | Michael Sorensen | The Surprisingly Simple Skill Behind Extraordinary Relationships

  • Lillian McDermott Radio Show - I Hear You - Michael Sorensen - 10-9-18

  • Mellisa Dormoy, CHt - Your SUPER SECRET WEAPON for AMAZING RELATIONSHIPS, and FOR Parenting Kids and TEENS!

Books

  • [Book Review] Bookwyrm Bites - REVIEW: I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships by Michael S. Sorensen

  • [Book Summary] Success Summaries - Book Summary: I HEAR YOU Summary MICHAEL S. SORENSEN

  • [Book] I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships  by Michael S. Sorensen

  • [Book] 3-Minute Morning Journal: Intentions & Reflections for a Powerful Life  

  • [eBook and course] 10 Days to Better Relationships

Misc

  • [infographic] The Gottman Institute - Marriage and Couples

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the internet with more than four million downloads and listeners in over a hundred countries.

In this episode, we discuss crazy research that can predict 94% of the time, whether or not your relationship will be successful. We reveal why you should never give someone unsolicited advice. We share the communication Swiss Army knife that you can use to build rapport, influence anyone and deepen the most important relationships in your life and much more with our guest, Michael S. Sorensen.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

Are you feeling too distracted to pay attention? Does listening make your brain hurt? In a world full of noise and distraction, listening is the biggest leadership hack in today's world. In our previous episode, we cracked the code on how to deeply listen, how to listen to what is unsaid and tons of specific hacks and tactics you can use to take your listening skills to the next level with our previous guest, Oscar Trimboli. If you want to massively level up your leadership skills, listen to our previous episode.

Now, for our interview with Michael.

[0:02:08.8] MB: Today, we have another exciting guest on the show, Michael S. Sorensen. Michael is an award-winning author, marketing executive, relationship coast, researcher and personal development junkie. He's the author of the best-selling I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships and 3-Minute Morning Journal. His work has been featured in many publications across the Internet. Michael, welcome to the Science of Success.

[0:02:33.5] MS: Thanks for having me.

[0:02:34.5] MB: Well, we're super excited to have you on the show today. I think it's such an important topic that you talk about and I hear you and I really want to start with just a simple question, which is what is this concept of validation? Why does it matter?

[0:02:51.2] MS: Sure. In most societies, we’re taught the importance of listening, right? Of being a “good listener.” Usually when we when we think about that, we think of the obvious things, well give them your attention, look at them. Sometimes people say, “Repeat back what they just said to show them that you were listening.” Really what my book focuses on though is that there's more to it than just that. My primary argument in the book is that the truly great listeners of the world do more than just listen. They listen, seek to understand and then validate.

Validation in essence means helping the other person feel heard and understood. In its simplest form, it means saying, “Oh, I hear you. I get how you're feeling. I understand where you're coming from.” Because most people don't question whether or not we understand the words they say, they question whether or not we understand how they're feeling.

That is essentially what validation is is it's a way to show the other person that you get where they're coming from, that you hear how they're feeling and it's incredibly powerful what that does to your relationships, whether they're romantic, whether they're with your family, or whether they're in the business world. Frankly, it's a superpower. It's something that has transformed my life and which is why now I'm sharing it as best I can with the rest of the world.

[0:04:08.8] MB: There's several different things I wanted to dig into about that. Tell me more about the difference between what most people think of as being a good listener and what it really means to use this technique of validation.

[0:04:21.5] MS: Sure. One of the principles that I was taught quite a bit growing up is reflective listening, right? I alluded to it earlier in the intro there that oftentimes, we're taught to repeat back what the other person is saying. While that works, it feels a little clinical, it feels a little forced, especially if we don't change the words, right? If you say, “Oh, gee. I'm so upset, because my wife is never doing all this and she's always getting after me because of that,” and then your friend just repeats back, “Okay, so let me understand. You're upset because you're feeling your wife just keeps getting after you, right.” It just feels weird.

Whereas really, when people are coming to you venting, when they're coming to you with a problem, they don't typically want you to fix it, they want you to show them that you're understanding how they're feeling. A more validating response would just be going, “Oh, my gosh. That sucks. Or that's so annoying, right?” How are you going to handle that? What are you going to do? It shows that you're connected with how they're feeling.

While listening, obviously is important. You have to listen to what they're saying, to even understand where they're coming from, but the validation takes it to the next step and it doesn't give advice, it doesn't try to make them feel better or give assurance. You just say, “Ah, gee. That's tough,” right? Or, “Of course, you're embarrassed, or of course you're proud.” Whatever it is, you're helping them justify the emotion that they're feeling.

[0:05:43.2] MB: There's some really interesting science around this. Tell me about the ability to look at a relationship and through the lens of validation, potentially forecast, or even predict the health, the quality of that relationship.

[0:05:58.8] MS: Sure. Sure. I don't know how many of your listeners are familiar with Dr. John Gottman. He's a world-renowned marriage researcher. He and his colleagues conducted a study that I find fascinating. In fact, this is one of the bits of research that that pushed me over the edge, that helped me really understand the power of validation.

Doing my best to summarize the study, they invited over a 100 newlywed couples to come visit their lab at the University of Washington, which they decorated to look like a beautiful bed and breakfast. They invited these couples to spend the weekend there and do what newlywed couples typically do; cook breakfast, talk, watch TV, do whatever, while they observe their interactions, which I think is a little creepy, if you think about it, right? “Hey, come on in. We got cameras set up. We're going to record every word you say. Don't mind us.” I guess, people are willing to do crazy things for money in science.

Nonetheless, Dr. Gottman and his colleagues were focused on understanding the dynamic between these couples. Their primary a goal here was to figure out what it was that the happy, married couples did that those who later divorced did not. They observed their interactions. Ultimately, they followed up six years later with each of these couples to see whether they were married and together and happy, or whether they were separated or divorced.

What they found was the way that these couples interacted with each other in the subtle ways, made all the difference. For example, if the couple sitting at the dinner table and the husband looks outside and he sees a beautiful red car go by and he goes, “Oh, honey. Check out that car.” His wife can now respond in one of three ways; she can respond positively, or in a validating way, you could say, which would be, “Oh, that's awesome. I love that color, or that's such a cool car.” Or she could respond negatively, “Oh, that's hideous. I hate that.” Or she could respond passively, “That's nice dear,” right? Not really paying much attention. Those were the three main ways of responding.

What he found was six years down the line, those who were married and happy, they responded positively. They validated each other 87% of the time. Almost nine times out of 10 when they had these little comments, these little requests, or discussions, their spouse responded positively with these validating responses. Whereas those who had divorced, six years later they validated each other only 33% of the time.

Quite a big difference there in the overall satisfaction of the marriage. What really knocked my socks off was learning later that by observing these interactions and similar interactions, Dr. Gottman can apparently predict with up to 94% certainty, whether couples will be married and happy years down the line.

[0:08:46.4] MB: That's amazing. 94% predictive power based off of this simple technique of validation.

[0:08:53.1] MS: Yeah.

[0:08:55.0] MB: I want to dig into more about this, how do we start to use the tool of validation in our conversations and our lives and the way that we engage and communicate with people?

[0:09:07.2] MS: Sure. In my book, I've created what I call the four-step validation method. Maybe we can dive into that a little bit later here on the show. As far as how to get started, the number one tip that I give everybody, like if I can give you one tip, if you take nothing else away from this, it's to not give unsolicited advice.

The reason I say that, I imagine most your listeners are already nodding your heads going, “Yes, that makes sense. I hate that,” right? I think all of us have had an experience where we go and we're talking to somebody and we're telling them about a problem, or something we're dealing with and they immediately launch in with, “Well, you should do this, or here's how I would handle it, or have you tried that?”

We know that they mean well, but there's something inside of us most often that gets defensive, right? There's something very odd about that and I don't know if anyone else can relate to that, but I certainly could think back to dozens, if not hundreds of experiences in my life where I'm coming to someone complaining and then they give me advice and then suddenly, I get defensive. They say, “Well, you should do this.” I say, “I've already did that.” “Well, have you tried that?” “Well, that's not going to work, because blah, blah, blah.”

Pretty quickly, both parties are frustrated, because I'm all uptight because I'm thinking, “Why are you trying to fix my problems?” The other person's thinking, “Well, I'm trying to fix your problem. Why else are your coming to me? Why aren't you taking my advice here?” The reason is because most people are just looking for validation. Again, they're just looking for somebody to say, “I get where you're coming from and that's hard.” That to me is the very first step.

Obviously, listening to the other person, but as best as possible, hold back on your advice. Hold back on just saying, “Oh, it'll be fine. Oh, don't worry,” because those are very invalidating statements and they actually shoot the other person down.

[0:10:46.4] MB: Interesting. Tell me more about this idea of not giving people unsolicited advice.

[0:10:52.6] MS: One of the biggest problems I think that we face in today's world is an inability to – maybe not an inability, but difficulty regulating our own emotions. I'm focusing in on the validation here and I’m helping people feel heard and understood, because that is one of the quickest ways to help somebody deal with difficult emotions. I'm focusing a lot on the negative fear, right? If you can imagine a friend or a co-worker coming to you and they're venting, right? We all run into situations like this where they're venting, they're complaining to you about something.

Again, it's natural to think that they want our help fixing it. The reason I say to hold off on giving advice is because most of the time, that's not what they want. Most of the time what they want is help processing the difficult emotion that they're feeling. I'll give you an example. I had my brother called me, this is a number of years ago. He was dealing with a very difficult situation at work. I remember thinking right off the bat, “Oh, I've got the perfect solution here. I know exactly how to handle it.”

I had just started learning about validation at the time. I was meeting with a therapist, which is actually where I gained most of my knowledge on these concepts here. I thought, “Okay, well he probably doesn't want my solution right away. He probably just wants to feel heard.” I listened to him. I did my best to validate him and I just said, “Gee, that's tough, man. I get where you're coming from.”

Then I was about to jump in with my solution, but I thought, “You know what? I'm going to try something different here.” I asked him a question. I said, “What are you going to do about it?” He paused for a second and he said, “Well, you know what? I think that I'm going to do this, this and this.” It was the exact recommendation that I was about to give him. It was the exact solution that I thought was so brilliant in my own mind.

That taught me a valuable lesson. That's that most people already have a solution to the problem in their mind, or they can at least get there pretty quickly, if you just ask them a question. If you jump in and give advice right away, you've miss out on an opportunity for them to grow and you miss out on an opportunity to show them respect. Because when I instead of just jumping in and giving you advice, I say, “Gee, that's tough. What are you going to do about it?” You have a chance to tell me, well, there's a lot more respect there, right? You then look at me and go, “Hey, I appreciate you not just saying, “Oh, that's easy. I got the solution here,”” and diving into it.

[0:13:10.9] MB: That's such a great point that most of the time what people want is not the advice, but they want help to process whatever they've just experienced, whatever those difficult emotions are that they're dealing with.

[0:13:21.8] MS: Yeah, it's powerful.

[0:13:23.1] MB: It's so interesting and feels very counterintuitive, because it's so easy for us to jump to that feeling, or that need, or that desire. I think, I especially fall prey to this to want to jump in immediately and help them and say, “Oh, you should do this and this and this.” Yet, the counterintuitive and seemingly lower paths of listening to their feelings, validating the emotions that they're dealing with, can create more influences, what it sounds like.

[0:13:51.2] MS: Absolutely. Well and one other thing I want to just hit here before we go much further is obviously, we've jumped in to the negative, “Oh, the person is complaining and here's how I handle it.” I want to be clear here that validation is powerful, because this isn't just a way to help deal with your poor, sulking friend, right? Or your brother that always comes and complains to you.

Validation is powerful, because it helps you help other people in their time of need, but it also is a tremendously valuable negotiation tool. Because when people feel heard and understood, then they're more likely to listen to you and to better understand you. It's tremendously connecting when you're able to validate people's positive emotions. When somebody comes to you and they're all excited, they want you to be excited with them. Plenty of research backs that up and as well as common sense that you like to be with other people who are excited when you're excited.

Validation helps you break down walls of defensiveness. It helps you calm tense situations, when someone's coming at you and they're angry and they're accusing you of something. It's an amazingly almost Jedi mind-trick style way to help navigate those relationships, or those conversations. Yes, well it's powerful in helping people deal with difficult situations. I hope that your listeners can come to see throughout the course of this interview that this is actually the Swiss Army knife, if you will, of communication skills and has applications in every aspect of their lives.

[0:15:14.2] MB: An important meta point that comes out of that is this idea that if we want to be really effective communicators, we have to communicate to people the way that our brains are wired biologically, in the way that psychology tells us are the most effective strategies, not necessarily the ways that we feel like we should be communicating with them.

[0:15:32.8] MS: Yes, absolutely.

[0:15:34.7] MB: I want to explore a little bit more and maybe even hear another example or two of the prototypical invalidating response, the opposite of validation, so that people can get a sense of how they may be responding in a way that isn't fostering the most effective communication channels.

[0:15:55.8] MS: I love that you asked that. Most people are very invalidating when they're trying to help people. Yeah, so let's dive into a few examples here. First, may be helpful to just quickly define validation a little more simply. Validation is recognizing any motion and offering justification for feeling that emotion. On the flipside, in validating responses, they shoot down whatever the other person's feeling, whether aggressively or just subtly. They basically save, they dismiss it, they minimize it and they say, “It's just going to be fine.”

Some examples of invalidating statements, “You'll be fine. It could be worse. At least it's not fill in the blank,” all right? It really doesn’t matter what else you put in there. If it starts with at least it's not blank, then that can actually be quite invalidating. It might be a comment such as, “Oh, just put a smile on your face and tough it out, or things will get better. Don't worry, things will work out.” None of those are rude responses, right?

If I'm in a room teaching this, I always ask for a raise of hands, “How many people here have said something like this to someone in their life?” Every hand goes up. Because we mean well, we're trying to help the other person. Yet as we've started talking that today, those are actually counter-helpful. Counter-helpful. Is that a word? Those aren't helpful. It seems counterintuitive, but those actually tell the other person, “Whatever you're feeling, it's not okay. You shouldn't feel that way. Just push it down.” That doesn't usually help.

[0:17:25.8] MB: I want to explore a little bit more the two components that you just mentioned of a validating response, recognizing an emotion and then offering a justification for it. How do we start to recognize what the emotion is and how complex, or complicated, or difficult is that part need to be to really effectively validate people?

[0:17:46.9] MS: Sure. Thankfully, it doesn't need to be complex or complicated at all. In fact, a lot of people do this naturally. Really, it has its roots in empathy, right? Sympathy is typically standing on the outside looking into someone's situation and saying, “Oh, you poor thing. That looks so hard. Wish you best.” Whereas, empathy typical means getting into it with them and saying, “Ah, gee. This is hard. I get why you're feeling – Oh, man. I don't know what I would do in your situation.”

As far as crafting the validating response, if you will, really it hinges on being able to empathize with the other person, at least to a certain extent. There are going to be situations where you can't empathize with them. You can at least appreciate what they're going through. I mentioned the – in fact at the first chapter of my book, I shared a story years ago when I was dating a woman, was actually just the first date. I'm sitting down there with her at the table and she's just totally closed off emotionally. It was odd to me, because when I first asked her out she was bubbly and friendly and everything and I thought, “Oh, this is great. We'll have a great time.”

Well, that wasn't the case at this ice cream shop that we were at. Every question I asked was met with a one-word answer. She just felt totally closed off and I couldn't figure it out. Literally, it was 15 minutes, Matt, that I was into it and I'm like, “Okay, I think I'm just going to take her home, because she clearly doesn't want to be here. I misread the situation. I don't know what's going on here, but she clearly doesn't want to be on this date.”

I was about to do that. In fact, we actually were in my car headed back, because I was like, “Okay, here we go.” I asked her a question about her family and she paused. I could just tell by her energy and the way that she paused that it was a sensitive subject. I thought, “Ah, okay. Maybe there's something here that's not about me.” She said, “Well, my parents just filed for a divorce.” In that moment, the lightbulb went on inside my head because I thought, “Oh, that's why she's not having a good time tonight. Her mind is elsewhere and she's struggling with this.”

My parents haven't divorced. I haven't dealt with, and so I couldn't technically empathize with her because I hadn't been in her shoes, but I could see that she was in a lot of pain. I just said, “Oh, that's got to be so hard. I'm so sorry.” She quickly said, “Oh, it's fine. I'm good.” Put on this tough girl face that wasn't very convincing.

In that moment, I recognized that she just needed to feel heard and appreciate. I said, “That's not fine. That's got to be incredibly difficult. I honestly cannot – I can't even imagine what you're going through.” Her walls just collapsed. She just melted and she just started talking. She just like, “Yeah, it really sucks, especially when all this is happening and this is happening and your best friend tells you to just put a smile on your face and tough it out.” She just goes on. We started talking for the next two hours and she just completely opens up to me.

It all started with just a simple attempt to connect to just try to empathize, or at least appreciate where she was coming from and then show that by just validating what she was feeling, giving her permission to feel what she was dealing with.

[0:20:54.3] MB: You brought up a really interesting corollary of this entire idea in that story, which is when she said, “Oh, it's fine.” That's the idea that we often invalidate not only other people, but ourselves.

[0:21:07.9] MS: Yes. A 100%. That's one of the things that I – I love that you point that out, because a lot of us don't catch it. That very statement, like you pointed out, “Oh, I'm fine.” It's fine. That's a very invalidating statement, because you're telling yourself, “I shouldn't feel this way. I'm feeling anger. I'm feeling frustration. I'm feeling fear. I don't know what's going to happen.” Don't feel that way, is what you're saying to yourself.

Again, that doesn't – I mean talk to any psychologist, any therapist, you cannot repress emotions like that and get away with it. They always come back to bite, usually stronger, right? It's oftentimes repressed, repressed emotions are the root of addictions, of any form of acting out. I mean there's so many issues that come up when we just repress those. While it's a gift to offer validation to others, it's also critical that we learn to validate ourselves, that when we're upset about something, we're able to say, “You know what? Of course, I'm upset. Anybody in my situation would feel the same way, because this, this, this happened.”

While some people might say, “Well, how is that healthy? Because now you're just fueling your fire.” Well, when we allow ourselves permission to feel the emotions, it shines light on the festering wound. It allows it to heal, allows it to breathe. It works again just as well on the positive side. If I'm feeling really proud of something that I just did, well oftentimes we shoot that down too, right? We say, “Don't get all cocky. Nobody likes to hear someone who's bragging.” “No. I did an awesome job on that.”

There's a lot of power in being able to validate yourself and say, “I kicked butt on that project. I feel good about it.” Again, that's very healthy, because it allows us to feel any emotion. It just allows us to live a freer, fuller life.

[0:22:54.3] MB: Such a great point about positive emotion as well. Even something as simple as taking a compliment from somebody else, many people really struggle with something like that.

[0:23:03.8] MS: Yeah. Oh, yeah. What is it? That's the root of the humblebrag, right? We try to not look too grandiose or whatever, but yeah, that it even plays out when someone compliments us really. “Oh, thanks.” Or, “Oh, it's not that big of a deal, or whatever.” I'm not a proponent of that. I used to do that. I still have the tendency to, but I'm working on getting better at just thanking them. “Hey, thank you. It means a lot.” I think that goes a long way.

[0:23:31.4] MB: Yeah there's a really authentic way where you can say something very similar to what you said, the idea of, “Oh, thank you so much. I really appreciate it, or it really means a lot to me that you would say that. I worked really hard on that.” Or something that doesn't downplay yourself, or minimize your own experience.

[0:23:46.7] MB: Right. I mean, to anybody who's been on the giving end of a compliment and then the other person says, “No, no, no. It's not or whatever.” It doesn't feel very good. It's basically like, “Hey, I'm giving you a gift,” and you just get pushing it back in my face and saying, “No. Actually, I don't want that.” Which again, we don't think of it as that, but that's what happens when we dismiss or downplay a compliment. Accept the gift. Be grateful. I love what you said there. Yeah.

[0:24:14.2] MB: Hey, do you ever feel shy, anxious or scared to talk to someone? I'm here for another lightning round insight with confidence expert Dr. Aziz Gazipura to answer that question.

[0:24:27.5] AG: Feeling nervous around people, feeling inferior around people, even if we try to hide it is extremely limiting in our lives and our dating life, social life, even our careers. It's essential that we break out of this. I think oftentimes, people think, “I can't. This is just how I am. In fact, that's what I believe for many years.” The truth is that the issue here is confidence. The good news is that confidence is a skill that anyone can learn and this is something I've been studying for over 16 years and helping thousands of people do. If you systematically practice the skill of building confidence, you can all of a sudden do those things; speak up, share your ideas, approach that attractive person.

One tip right now to start building that skill is to fire the toxic coach in your head. Right now, it's making you feel inferior, is when you're around that person, you're literally in your thoughts. There's a stream of you're not this, you're not that, you didn't do that right. The first thing you need to do is start interrupting that.

The one tip right now is start to pay attention to that over today and tomorrow and the next few days, notice when you're doing it and consciously interrupt that pattern. Say, “Hey, I don't want to have that toxic coach anymore. I want a better coach.” Then start to treat yourself with more kindness, more compassion, like you would a good friend, someone you care and love and appreciate in your life. Start doing that and just that one shift alone will start to open up way more confidence to put yourself out there in bigger ways.

[0:25:48.7] MB: Do you want to be more confident, stop suffering from social anxiety and self-doubt? Check out successpodcast.com/confidence. That’s successpodcast.com/confidence to see how Dr. Aziz can help.

[0:26:03.7] MB: Let's break down the second piece of validation, which is offering a justification for the emotion that you've recognized. This is something that I find really interesting, because on the surface it can – it seems a little bit fraught. Sometimes perhaps you don't want to justify their emotion, or you don't necessarily agree with it. Tell me, what does that mean to offer justification for somebody's emotion?

[0:26:28.8] MS: Sure. I'll key in on a on a point that you made there and that's what if I don't agree with them? What if I don't want to back up whatever they're feeling? I'll share two quick experiences. One actually is just more recently. A reader wrote in and she was telling me about how she had a fantastic relationship with her mom most of her life. This woman's an adult now. They still call and talk, or at least used to call and talk for at least an hour every week. She just loved chatting with her mom.

Well about a year ago, her mom was diagnosed with schizophrenia. When she would have an episode, obviously that changed the dynamic now with her daughter, because now she has these conspiracy theories, or these crazy thoughts, or all these things that her daughter doesn't want to justify, doesn't want to say, “Yeah, that's true, mom. Yeah, I agree.”

Obviously, you can imagine that becomes very difficult to have a conversation in that situation. She said that sure enough, their relationship just plummeted. For about a year, she hasn't been able to have any a great conversation with her mom. Her mom used to always ask her about her week, how things were going, all of that and they have a great chat. Well for about a year, her mom hadn't asked her a single question about herself.

She said that she picked up my book and started reading it and she learned about validation and she realized, “Okay, my next phone call with my mom, I'm going to try to just validate what she's feeling. Not necessarily agree, but say, “You know what, mom? I can appreciate – yeah, if those are the thoughts going through your head, that would be terrifying. Of course you're concerned about that.”

She said that when she did that, the relief was audible in her mom's voice. Then she said for the first time in a year, her mom asked her how her week had been. They talked for an hour and she said it was like the good old days, so to speak. She's like, “I finally feel I have my mom back, and it was all because I was able to validate, at least show that I could appreciate the difficulty of what she was facing.” I never said, “Yes. I agree that Trump did that or Obama did this and so on and so forth.” She was able to just say, “Ah, yeah. That's scary.” Just it is.

That justification peace there, again doesn't mean you're agreeing with him them. All you're saying is it makes sense given your background, given what you're facing, given even your chemical imbalance, what have you, because of all those things, it makes sense why you're feeling the way you do. That's different from saying, “I agree with your conclusions.” Does that make sense?

[0:28:50.5] MB: It does make sense, but I want to extrapolate on that a little bit more, or even maybe share some phrasing, or some ways to do that. Because I think it can get very confusing and murky if you don't have a really clear understanding of how to validate something without necessarily supporting it, or agreeing with it.

[0:29:12.4] MS: Sure. Maybe it would be helpful at this stage to outline the four steps, because I think this four-step method is what enables us to just speak freely, give feedback, navigate these difficult conversations. The four steps at a high level are to listen empathically. Then to validate the emotion, then to give feedback or advice when it's appropriate. Then the fourth step is to simply validate again.

Now the order of those four steps is important, because obviously you have to listen and you have to understand the emotion they're feeling, step one. Then step two is when you validate, right? We've talked about that where in this instance, it's not necessarily saying, “You're right. This should change.” What you're saying is, “I can appreciate while you're feeling this way.” Then after you validated, step three is where you can jump in with your side of the story with your perspective, with your recommendations.

It's important to do in that order, because if you don't listen and validate the other person and what they're feeling, they're very likely not going to be open to your side of the story. They're not going to be open to your perspective. That third step is where once you validate it, you can say, “I don't think you're seeing things clearly. Do you mind if I share my side of the story, right? Or have a few thoughts on that. Do you mind if I chime in?”

I'll do an abbreviated, or give you an abbreviated version, Matt, if you've read the book of the best story that really drove this home for me, I manage a team of about 25 people. I had a creative who came into my office and this guy was notorious for taking about two hours of my time. If he was concerned about something, if he was upset about it, we would – I'm not even exaggerating here. Talk for one to two hours.

He came into my office one afternoon and he said, “Hey, Michael. I'm concerned. I want to talk about something.” I thought, “Okay, here we go.” I said, “Sure, come in. Sit down.” He says, “Michael, I'm concerned that you put this guy in charge of this project. I don't think he's qualified for it.” I responded like most people do, like I had historically and I said, “You know what? Don't worry about it. It's going to be okay.”

As you can imagine, he didn't take that very well. He's like, “No, no, no, no, no. Here's why I'm concerned, because da, da, da, da, da.” He starts going and I say, “Hey, you know what? I've got this covered really. Don't worry about it.” He kept coming back and we started down this path of the two-hour argument.

Then I paused and I thought to myself after a few minutes. I thought to myself, “He's not listening to me. No matter what I do I cannot help him see my side of the story.” Then I realized it was because I'm not listening to him. He wasn't feeling I was understanding where he was coming from or appreciating it. I stopped and I paused for a second and I said, “Okay, I'm going to validate him.” I said, “You know what Jace, I actually can appreciate where you're coming from here.” Because I realized in my mind, he didn't have the whole picture. He was operating off of just a few bits of information. I said, “You know what? I appreciate your concern here.”

From your perspective, all you see is this guy who's not very qualified, he's been assigned to this project and you're worried that he's going to destroy the b rand and he leaned back in his chair and he said Yes. that's exactly it Michael and then he just paused and he gave me a chance to speak when I thought, “Ah, we're making progress here.” I'll pause the story for a second and say notice, that I didn't say you're right. I shouldn't put this guy in charge of this project. All I said was, “You know, what? Given the bits of information you have, I can appreciate why you're worried about it.

Once I validated that, he paused and he let me say something else. Then I said, “And, I don't think you have the whole picture here. Do you mind if I fill in the gaps?” He said, “Oh. Yeah. Yeah, please.” I was able to explain to him. I said, “You’re right. This guy's not the most qualified. For this project, it's going to work really well because of point one point two point three.” He said, “Oh, that actually makes a lot of sense.” Okay I'm good with that. He thanked me and stood up and left.

That whole thing took 15 minutes. If I had tried to just say, “You're not right. It's not true. Don't worry, it's going to be fine,” it would have been the two-hour conversation. Because I was able to say, “You know what? From your perspective, I can see where you're coming from here and here's the full picture, here's the truth of the situation.” He felt heard. I was heard. Everything was solved and resolved in about a 15-minute window.

[0:33:30.3] MB: That's a great story. The anecdote that you added in there of this idea that if you ever feel somebody isn't listening to you, perhaps you need to flip the script and ask yourself if you've really been listening to them.

[0:33:44.3] MS: Right. Most the time, that's what's happening.

[0:33:48.2] MB: I also think that was a great phrase template, for lack of a better term to start with something like, I completely understand why you would feel that way, or given that you think X, Y and Z, I totally understand that you would be upset or angry, etc.

[0:34:04.5] MS: Yeah. It's important when you're in the emotionally charged situation, I will say this, I think a lot of people will short-circuit. They'll say, “Okay, I get why you're feeling that way, but that's not true,” right? “Okay, I get that you think that I hurt you, but I didn't mean to.” That short-circuits a little too quickly, right? Instead, let's say for example that my wife is upset because I came home an hour later than I told her I would. I might say, “Oh, gee. Look, I didn't know that you wanted to do this. It wasn't my intent to make you upset. I didn't know that you had dinner ready.” She said, “Well, you should just know, because dinner’s always at 6:00.”

We can go back and forth and I can say, “Well, I didn't mean to do that,” and that could be it. Or I could say, “Ah, I'm sorry. I get it. I mean, you spent an hour on dinner. You had it all set out. You timed it just right to where it was hot right when you thought I'd get home and I didn't show up and I didn't call you. I'm sorry. That would be super frustrating.” Then she goes, “Ah, okay. He at least gets it. He recognizes how much time I put into it. He recognizes that I was planning for it.” Then I can say, “The reason that I went home late is that I was actually out shopping for those drapes that you wanted.” Then she can hopefully go, “Oh, okay. Well, dinner’s cold, but thank you for doing that.” We're both able to let it go.

[0:35:29.3] MB: Yeah. That's another great example. I want to circle back to this, because I think it's a really important thing that you mentioned earlier, this idea of as you called it in the pre-show, going clinical, or trying to almost be too much like a therapist when you're validating somebody, because I think that's something that I personally fall prey to is almost going too clinical with it and really seeming, “Oh, yeah. Tell me how you feel about that,” and it almost feels weird, you know what I mean? Tell me a little bit more about that and how we can have a really organic, natural approach to validating people.

[0:36:11.1] MS: Sure. Sure. Obviously, going back to the earlier definition of validation, if you will, that it identifies an emotion and offers justification. Sometimes for people to – this doesn't come naturally to. They look at that and they go, “Okay.” I need to say, “You know what? I can understand why you feel that way. It feels –” Depending on how you say, it's important in all this to be genuine and to be sincere. I want to point that out here that people have a very great sense of whether or not you're being genuine.

Obviously, you can't use this to manipulate people. You have to feel and appreciate what they're feeling. Also, I do want to point out there, Matt, like you said, that you don't always have to say it makes sense given what you're feeling that you are feeling this way. Sometimes a validating response can be as simple as just sighing. Just going, “Uh.” Because that still satisfies those two points. If they're depressed, if they're distraught, you don't have to say, “Oh, geez. I can tell that you're distraught, because of everything that you're dealing with.” That feels a little weird, right?

If you just sit there and go, “Oh, my gosh,” that still clearly identifies an emotion of despair and it justifies it, because you're suggesting that you feel the same way. Just by making that noise. Just by making a simple comment, one word can go, “Wow,” and just sitting there, that in it of itself is tremendously validating.

[0:37:38.0] MB: I want to reconcile that with something we talked about a minute ago and this idea of if we disagree with them, or perhaps don't agree with the emotion, don't think they – and this could be a – I'm curious for somebody listening, because I feel it's easy to think that's maybe you don't even think they should feel that way. How do you then have an authentic response of, “Oh, wow. That really sucks.” If you think, “It doesn't really suck,” right? Does that make sense?

[0:38:05.2] MS: Yeah, yeah. For me, at least as I think back on my experiences, typically what I try to do is empathize or appreciate how they're feeling. Almost remove – in the situation where I don't think they should feel that way, I tried to remove all of that message in my head of, “Come on, man. Suck it up.” It does take a little bit – there are going to be varying levels of authenticity and that's fine. Because like I said earlier, you won't always be able to fully empathize with every situation. As best as possible, still try to just appreciate and validate what they're feeling.

I think a great example is if you look at little children. If a little four-year-old is running and then he trips and scrapes up his knee and he's crying, some of us our reaction is like, “Come on, man. You're fine. Get up. Brush it off. Move on.” However, some of us will naturally go, “Oh, man. That hurts. Oh, sorry. That sucks.” The kid is like, “Yeah, it hurts.”

We are able to still to varying degrees, empathize with the person. Even if you disagree with how they're feeling, it's still completely authentic to just go, “Ah, that sucks.” Because basically, what it can mean is that sucks for you, right? If they say, “Oh, he tried to hurt me. He tried to do this, blah, blah, blah, blah, blah,” even if you don't think he did try to hurt her, she still feels like it, and so you can go, “Ah, geez.” That right there is just like, “Geez, you are clearly going through a difficult situation here.” That's all it has to mean. It doesn't have to mean, “Wow, that guy's a jerk.” Does that make sense? Does that answer your question?

[0:39:43.1] MB: Yeah, that’s a really –

[0:39:44.0] MS: It’s an important question.

[0:39:45.2] MB: Yeah, that's a really good way of explaining it and using parenting, or even just the example of a child that's upset. Because it's a really good way to contextualize, oh, I could completely see a three-year-old who's crying and say, “Oh, no. Are you upset? What happened? It looks they have a boo-boo, or whatever.” That's a really good way to translate that into dealing with adults.

Conversely, I'd love to explore a little bit how we can actually use this methodology in parenting as well, because I think that's another realm where this can be really powerful.

[0:40:20.8] MS: Sure. Full disclosure, I don't have children of my own, but I have worked with many who do and I've seen this in play countless times. It's actually really eye-opening, to see how well validation works in children for two main reasons. The first is a lot of people's emotional problems can actually be traced back to very invalidating parents, or very invalidating people in their life. Because we go back, Matt, to you keyed in on earlier, the times when we just invalidate our own emotions, usually that's because we were invalidated a lot as a child, right?

If we are now that little five-year-old boy or little child and we trip and scrape our knee and our mom or our dad says, “You're fine. Don't cry. Stop it.” Well, that's telling us oh, it's bad to feel pain. It's bad to cry. It's bad to be scared, so I'm just going to repress those. As a parent, it's critical to understand validation, because kids don't know how to handle these emotions. Emotions are unruly creatures, right? Even for us adults when we're scared of something – we all have different ways we respond, but very rarely is it calm, collected and cool, right? Where it's all these stories in our head and we don't know what to do.

Well, if it's scary to us as adults, imagine what a five-year-old is doing when suddenly he sees a dog right in front of his face barking at him. The kid has no tools, right? He has no idea. If all he hears is, “Don't be scared. Don't be scared,” then he starts to think, “Well, there's something wrong with me.” If I'm not supposed to be scared, then every time I feel scared, that's bad. Then unfortunately, children usually tick it's bad and they translate it into, “I'm bad. I'm not good enough. I must be the only one that gets scared when a dog is chasing me,” which obviously isn't the case.

Taking validation into parenting, just like you said Matt like, “Oh, man. Oh, that looks like it hurts.” Actually, I was reading a story the other day about a father who was learning this. His mom was going out for a girls’ night with her friends and their little five-year-old boy loved his mom, like most five-year-old boys do and he just started bawling when he saw his mom leave. His dad was trying to say, “Oh, it's fine. It's going to be okay. Don't worry about it.” Of course, that didn't do anything to help the little boy.

Then he shifted his approach to a more validating one and he realized, he missed his mom. He went over and he hugged his little boy and he said, “It's hard when mom goes, isn't it?” The kid through his tears goes, “Yeah.” He's like, “She's so good at reading stories and cuddling and all this stuff. I miss her too. I don't like it whenever she goes.” The little kid goes, “Yeah.” He stops crying. He says, “We can make dinner and she'll be back in an hour. Do you want to go help me and make dinner?” The kid goes, “Okay.” He's able to healing from the trauma of his mom leaving five minutes ago. It is very powerful, whether you're 85 or five. Just helping people manage their emotions and move on.

[0:43:27.1] MB: For somebody who's listening to this conversation, who wants to start implementing validation into their lives, what would be one piece of homework or an action step that you would give them as a starting point to begin to use these tools right away?

[0:43:43.3] MS: I never like feeling I'm promoting myself or my stuff on podcasts. The book obviously is my best attempt at distilling it all into an easy to read, easy to understand approach. It's less than a three-hour read. I also have a lot of free resources on my website that just give you the quick high-level. That website is MichaelSSorensen.com, where you can check out a lot of different thoughts on validation. If still through the interview you're thinking, “Well, I don't quite understand how to implement this, or where to start,” those are both great resources.

Like I said at the very beginning, I think at the end of the day if you're feel – if anything that we've talked about here thus far resonates with you as, “Oh, shoot. I've said that invalidating thing before,” or, “Oh, no. I do just jump into giving advice to people,” those are both very quick changes that you can make right away. That the next time someone comes to you, just resolve to say, “Okay, I am going – if I do nothing else, I'm just not going to give them advice without asking.” You can always say, “Oh, do you want my opinion, or I have some thoughts on that.” Just making those simple changes alone will make a huge difference, if you don't want to dive into the full four-step method.

[0:44:53.6] MB: That's a great action item and something that's really simple to conceptualize, but may be harder to implement in real life.

[0:44:59.1] MS: Yeah, absolutely. Michael, one more time for listeners who want to find you and all of your work online, what is the best place for them to do that?

[0:45:06.5] MS: My website, MichaelSSorensen.com. Obviously, you can find me on LinkedIn, or Instagram, Twitter, all those places. I would love to hear from listeners, if anybody has follow-up questions or thoughts or insights or success stories, please do reach out. It means a lot and it always helps me as I continue to teach it and spread the word.

[0:45:25.9] MB: Well Michael, thank you so much for coming on the show and sharing all this wisdom and the great strategy of validation.

[0:45:33.5] MS: You bet. Thanks for the opportunity, Matt. Appreciate it.

[0:45:36.0] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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October 10, 2019 /Lace Gilger
Influence & Communication
Oscar Trimboli-01.png

How To Listen: The Most Underrated Leadership Hack In the 21st Century with Oscar Trimboli

October 03, 2019 by Lace Gilger in Focus & Productivity, Influence & Communication

Are you feeling too distracted to pay attention? Does listening make your brain hurt? In a world full of noise and distraction - listening is the biggest leadership hack in today’s world. In this episode we crack the code on how to deeply listen, how to listen to what is unsaid, and the tons of specific hacks and tactics you can use to take your listening to the next level with our guest Oscar Trimboli.

Oscar Trimboli is on a quest to create 100 million Deep Listeners in the world. He is an author, Host of the Apple Award winning podcast--Deep Listening and a sought-after keynote speaker. He consults for organizations including Cisco, Google, HSBC, and many others. He is the author of the best selling works Breakthroughs: How to confront assumptions and Deep Listening: Impact Beyond Words.

  • If you can listen, you can change the world

  • The mission of creating 100 million listeners

  • If you can achieve your goal in your lifetime it’s not ambitious enough

  • We are struggling as individuals and the world is struggling - we are distracted, we can’t focus, we are overwhelmed

  • 86% of people struggle with distraction today

  • We spent the 20th century learning how to speak, the leadership hack for the 21st century is learning how to listen

  • The more senior you are, the more you lead, the more time you spend listening

  • Less than 2% of people have been trained how to listen

  • How do you teach your kids how to listen? How do you teach your employees how to listen?

  • We listen in 2 dimensions - we listen in black and white right now - but we can listen in more colors, and we can listen more deeply.

  • Listen to someone on TV who you fiercely disagree with.

  • What’s the difference between hearing vs listening?

  • What assumptions and prejudices do you hold?

  • How do you become aware of your listening blind spots?

  • Spend 30 minutes listening to someone who you fiercely disagree with, and you will start to really understand your listening blind spots.

  • We spend a huge chunk of our lives screaming to be noticed.

  • Hearing = here sounds. Listening = make sense of what you hear.

  • The difference between hearing and listening is the action you take.

  • Deep listening is helping the person who is speaking make sense of what they’re saying

  • “Active listening”

    • Focus on the speaker

    • Notice what they’re saying

    • Use nonverbal affirmatives

  • Three key lessons from neuroscience about listening

    • You speak at 125 words per minute

    • You can listen at 400 words per minute

    • You think at 900 words per minute

  • We can listen so much faster than we can speak, it creates a massive opportunity for us to get distracted

  • You must be an “empty vessel” to focus on someone else and actually listen to them

  • Does listening make your brain hurt?

  • 3 Quick tips to center yourself in a conversation

    • (1) switch your cell phone off (or put it on airplane mode). Cell phones are the #1 barrier to listening better.

    • (2) Drink water during a conversation. A hydrated brain is a listening brain.

    • (3) The deeper you breathe, the deeper you listen. The more oxygen you can get to your brain,

  • Before you even think about listening to the speaker, you have to be ready to listen.

  • The ability to being able to listen to what’s unsaid

  • When somebody says something, treat silence at the end of what they say like it’s a another word.

  • 3 Phrases to continue any conversation

    • What Else?

    • Tell me more?

    • How long have you been thinking about this?

  • In our rush to fill the silence, we miss out on quite a lot.

  • When you use phrases like “tell me more” you give someone the opportunity to align their thoughts more clearly, think through the idea, and figure out the most important themes and ideas to shine through in the conversation.

  • Using silence as a weapon

  • How many breakthroughs are you missing in your organization just because you’re not listening?

  • 5 Levels of Listening

    • (1) Listening to yourself and not paying attention to the speaker

    • (2) Listening to the content

      • Tip: Listen for energy, listen to where in their body they are speaking from. Listen to their body language.

      • Tip: Listening to state change. Then ask “what happened for you then?"

    • (3) Listening for the context

      • Understand what patterns they talk about. Past or future? Problems vs solutions? Individuals vs collective?

      • Ask: “I’m curious if you’ve noticed any patterns in what you’ve said so far?"

    • (4) Listening for what’s unsaid

      • Tip: Discover the other 800 word’s stuck in their head.

    • (5) Listening for the meaning

      • Trust your gut feel just a little bit more.

      • Ask: What movie is happening right now in this organization? What show are we in right now? What TV character are we? What book are we in?

  • “You’ve heard something in 25 minutes that we couldn’t hear in 3 months"

  • A powerful question that can solve insurmountable business problems: Who are you not listening to right now?

    • In business, it’s oftentimes the people closest to the customer who aren't being listened to.

  • Sometimes the people you really need to listen to aren’t in the room.

  • The only way to get someone to see the gap between where they are today and where they want to be tomorrow is by ASKING THEM A QUESTION, not by telling them.

  • The magic happens when you put your attention on other people instead of just putting it on yourself.

  • If the question if about YOU and YOUR understanding, it’s not as powerful as a question helping THEM improve THEIR understanding.

  • Homework: Listen to something you deeply disagree with for 30 minutes.

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This week's episode of The Science of Success is presented by Dr. Aziz Gazipura's Confidence University!

You can learn to confidently connect with others, be bold, feel proud of who you are, and create the life you truly deserve!

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Oscar’s Website and Podcast

  • Oscar’s LinkedIn, Twitter, and Facebook

Media

  • Business Insider - “5 reasons people don’t listen to you, according to neuroscience” by Corrinne Armour

  • Medium - “Unlock your listening blind spots with this puzzle” by Oscar Trimboli

  • Oscar’s Author directory on CRN

  • [Podcast] Manage 2 Win - #31 - DEEP LISTENING WITH OSCAR TRIMBOLI

  • [Podcast] The Cleverness w/ Dr. Jason Fox: How to facilitate ‘depth’—a conversation with Oscar Trimboli

  • [Podcast] Play Your Position: Oscar Trimboli on the Numerous Rewards of Deep Listening

  • [Podcast] Consulting Success: The Secret Power Of Listening with Oscar Trimboli: Podcast #89

  • [Podcast] Salesforce -Quotable: Episode #143: Listen to What Customers Aren’t Saying, with Oscar Trimboli

  • [Podcast] Leadership Happy Hour: 121 - Deep Listening With Oscar Trimboli

  • [Podcast] Art of Charm: 5 Hacks to Improve Your Listening | Q&A w/ Oscar Trimboli (Episode 726)

Videos

  • Oscar’s YouTube Channel

  • Deep Listening - Impact beyond words

  • Cathy Jamieson - The results of business coaching with Oscar Trimboli

  • Janine Garner Unleashing Brilliance Podcast

  • The Art of Charm (show excerpt)- 3 Easy Tips on Listening Better

  • JBarrows Sales Training - Listening Skills - Oscar Trimboli - Make It Happen Mondays

  • Leaders of Transformation Podcast - LOT Podcast 225: Oscar Trimboli: Deep Listening - Impact Beyond Words

Books

  • Deep Listening: Impact Beyond Words  by Oscar Trimboli

  • Breakthroughs: How to confront assumptions by Oscar Trimboli

Misc

  • [Download] Oscar’s Five Myths of Listening

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the internet with more than four million downloads and listeners in over a hundred countries.

Are you feeling distracted to pay attention? Does listening make your brain hurt? In a world full of noise and distraction, listening is the biggest leadership hack in today’s world. In this episode, we crack the code on how to deeply listen, how to listen for what is unsaid and tons of specific hacks and tactics you can use to take your listening to the next level with our guest, Oscar Trimboli.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life. If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

When you listen to our previous interview, you can uncover the neuroscience of how your brain get stuck and finally start using the strategies that really work to create more breakthroughs and results in your life with our previous guest, Dr. David Rock. If you’re feeling stuck and want to get a major breakthrough, listen to our previous episode.

Now, for our interview with Oscar.

[0:01:50.5] MB: Today, we have another great guest on the show, Oscar Trimboli. Oscar is on a quest to create a 100 million deep listeners in the world. He’s an author, host of the Apple award-winning podcast Deep Listening and a sought-after keynote speaker. He consults for organizations, including Cisco, Google, HSBC and many more. He's the author of the best-selling works Breakthroughs: How to Confront Assumptions and Deep Listening: Impact Beyond Words. Oscar, welcome to the Science of Success.

[0:02:21.5] OT: Thanks, Matt. I'm really looking forward to listening to your questions and curious about what I can learn from one of the creative capitals of the world in Nashville.

[0:02:30.3] MB: That's awesome. Well Oscar, it's so good to have you on the show. I'm a big fan of your work and really the message that you share. To begin the conversation, I'd like to start with a simple question, which is just how did you come to listening? Why listening? What made you want to write about that and start talking to people about the importance of it?

[0:02:51.6] OT: I think, listening found me rather than me finding listening, whether it was growing up in a school with 23 nationalities, people from post-war Europe, or people from post-war Asia or South America all learning English as their second language, whether it was rebuilding a graduate program at Microsoft that eventually got taken to 26 countries around the world and listening to the graduates who'd stayed with Microsoft, as well as the graduates who left.

Ultimately, when a vice president said to me – Tracy said, “Oscar, if you could code the way you listen, you could change the world.” Ignored that for about two years. Then somebody else said something really similar. They said to me, “If you could train 10 million listeners in the world, you could make a huge difference.”

I came back a month later and said, “Yeah, I could do that, Matt.” They said, “Great. Well, if you could do 10 million, why don't you do a 100 million?” I went, “Huh?! I just said 10 million. That's a huge number.” They said, “If you can achieve your goal in your lifetime, it's not ambitious enough. Add a zero. Go for a 100 million and see what's possible.” I was chatting to Kevin in Atlanta recently and he threw out a challenge to me to make it a billion. He said, “Come on. McDonald's has sold more burgers than you’re trying to get to listeners. Be a little bit more ambitious.”

[0:04:13.0] MB: I love that. What a great piece of wisdom. It has nothing to do with listening, but it's so insightful. If you can achieve your goal in your lifetime, it's not ambitious enough.

[0:04:21.7] OT: Yeah. Matt, who was the person who told me that, really challenged me to stop thinking about listening only as something that – was something that I could teach face-to-face. He forced me to get it into books and said build podcasts and their assessment tools and so many other ways you could get this out to the world.

Because right now, that world’s struggling. We're struggling individually with distraction, we're struggling with our cellphones, we're struggling to stay in the moment. In fact, it's happening for you right now while you're listening to this podcast. You may be commuting and distracted, or you may be exercising and distracted. Distraction for the people in our research database, 1,410 people, 86% of people are struggling with distraction, either externally, like a device, a phone, a laptop, an iPad, or internally with some of the own noise going on in your head. Your radio station may be playing at a completely different frequency to what the conversation is that's going on right now.

We've spent the 20th century, Matt, learning how to speak. I think the leadership hack for the 21st century is learning how to listen. The stats are really simple. You spend 55% of your day listening on average. The more senior you are, or the larger the organization you lead, the more of your day is spent listening. Senior execs are spending up to 83% percent of their day listening, yet only 2% of us have ever been trained on how to listen. I'm sure, Matt, you had a very much more sophisticated education than me. You probably had a listening teacher growing up, right?

[0:06:08.3] MB: I definitely did not have a listening teacher.

[0:06:10.7] OT: Most of us don't. Our biggest and most influential listening teacher are our parents. The closest they get to it is, “Matt, I wish you'd really listen to me right now. Why aren't you paying attention?” When I get asked offstage after I speak on the topic, the number one and two questions I get asked and they're pretty interchangeable, can you help me teach my manager how to listen? Or how do I teach my kids how to listen? At the end of the day, everything you do is role-modeling listening.

The reality is without a listening teacher, although we can see in color, we listen in black and white, we listen in two dimensions, we listen to what they say and we try and make sense of the sentences and the paragraphs and the stories. The reality is there's so much more to listening, if we could listen in five different colors. Not mountainous technical, but just move from listening in black and white to five colors, it would make a huge difference in the world.

I'll flip it the other way though, Matt. If you think about the teacher who made the biggest difference for you at school, generally people say it's the teacher that listen to them. Is that true for you?

[0:07:22.4] MB: That's a good question. I don't know if it's true for me or not. The thing that taught me how to listen is that I was a debater in high school and you have to be able to listen really intently to understand what the other side is saying and doing.

[0:07:36.4] OT: How did that make you a better debater by doing that?

[0:07:39.7] MB: We're flipping the script already. I like it. It made me a better debater, because – and this is something that as you're well aware and you’re evangelizing this idea around the world to be successful at anything. I apply this in business and life, across the board. You have to understand what someone else is doing, what they're saying, what they're feeling, what they're going through, to be able to respond, to be able to provide a solution.

That was true, whether it's a response in a debate, all the way up to whether you're dealing with a management crisis at a company. It's the same fundamental thing. You have to be able to understand what's really going on and what's really happening and confront reality as best as you can discern it. To be able to do that, you really have to listen very deeply.

[0:08:25.5] OT: The latest I work with Matt and you highlight this from the debate. One of the exercises I set them is for today, the next day and the next week, listen to somebody in the media you fiercely disagree with. In doing, so not a person who's right in front of you, like it was with your debate, but if you can tune your frequency to make sure that you listen to somebody in the media, whether that's on TV, or radio, or a podcast, whatever they have as an opinion, make sure it's the opposite to you.

Then you can start to understand the difference between hearing and listening, because if you listen to someone you fiercely disagree with, suddenly you'll become conscious not only of their assumptions, their judgments, their prejudice, anything you find that's different in your historical experience to them. You’ll also start to notice that as a mirror back to yourself and you wonder, “What prejudice am I holding? What assumptions am I holding?”

A really simple tip for everybody, if you want to become aware of your listening blind spots, those things you're not even conscious are true for you. Spend one day out of t6he next seven and spend 30 minutes listening to someone you fiercely disagree with through the media. 30 minutes is important, because for five minutes you can hold it, maybe even for 15 minutes you can hold it. Once you go past the 18-minute mark, you start to get frustrated and you start to get angry and you start to wanted to bake that person there. A really simple, practical tip for everybody; if you want to become conscious of your listening blind spots, listen to somebody you fiercely disagree with.

[0:10:08.5] MB: Yeah, that's a great tip and a great strategy. I want to come back to something you said a second ago that I think bears digging into more, which is this notion of the difference between hearing and listening. Tell me more about that.

[0:10:21.1] OT: We all hear, in fact the very first skill we learn inside our mother's womb at 20 weeks is to distinguish our mother's sound from any other sound, Matt. At 32, weeks you can distinguish Beethoven from Bon Jovi from Bieber. The minute we come into the world, we come into the world on very active birth. The moment you scream is when the clock starts. That's when on your birth certificate, the time of your birth is defined by the time you scream. We spend the rest of our life screaming to be noticed.

Yet, the very last thing that leaves us as skill when we pass away, when I interviewed a couple of palliative care nurses and doctors is hearing. Hearing is listening to sounds. In fact, while you sleep, you can hear. It's really important that you hear while you sleep. It's part of our survival instincts. Listening is the ability to make sense of what you hear. The difference between hearing and listening I always say is the action you take. Nothing is more frustrating when you have a conversation with somebody. You nod and you commit to do something and you don't do it. The next time they come back they go, “How did you go with that?” You’re, “Oh, I forgot.” They interpret that as, “Well, you heard what I said, but you really didn't listen.”

For most of us, listening is about making sense of what we hear. Deep listening on the other hand, is helping the person who's speaking to make sense of what they're saying, because too much of listening is fixated on ourselves and understanding what we need to do to make meaning of what they're saying. That's handy, but a really powerful listener helps the person speaking make sense of what they're saying, not just you make sense of what they're saying as well.

Most of us in the 80s and the 90s, they had this amazing movement called the Active Listening Movement, which is focus on the speaker, notice what they're saying, nod, use non-verbal affirmatives like, “Mm-hmm. Mm, or tell me more,” as an example. The reality is all that's helping you to do is helping you to listen is interesting. Helping them to listen to themselves is even more important.

Matt, there's three parts in neuroscience I'd love everybody to understand before they leave the podcast today. If you are only taking one note, this is the note I'd be taking; if I got run over by a truck and I hope that one thing I pass on to the world is these three numbers. I speak at a 125 words a minute. You listen at 400 words a minute and I think at 900 words a minute. We're going to deconstruct each of those numbers.

This is the maths and science of listening. It's the neuroscience of listening. If I speak at 125 words a minute and you can listen at 400, Matt, you're going to be distracted. You're going to fill in the gap. I'm going to sound boring and there's 300 words you're going to fill in your head, because you can. If you want to try this out, just turn the podcast up to 2 times speed and you'll still be able to make sense of what we say. Blind people can listen at up to 300 words a minute, because they've trained their mind to do that. For blind people, the speed at which they can listen increases their ability to literally see their environment around them.

If I can speak at only a 125 words a minute, a horserace caller, or an auctioneer can speak it up to 200 words a minute, you can still make sense of that, but we're all programmed to be distracted. Again, it's happening for you right now. I'm not speaking fast enough and you're filling in the gaps for those 300 words that I'm not speaking fast enough for you. It gets worse. If you're on your cellphone and you're sending a text message, or a WhatsApp message, or anything else on that phone, it's impossible for you to notice what I'm not saying. It's impossible for you to notice my body language.

Here's the frustrating thing for me as the speaker, I've got 900 words stuck in my head and I can only get a 125 words out at any one time then. The maths is really simple. The likelihood, that first thing out of my mouth is what I'm thinking, there's a 1 in 9 chance, or 11% that what I say is what I'm thinking. I'm at the stage in my life that I'm spending more time with a doctor than I'd like. If they said to me I've got an 11% chance of surviving surgery, I'd be asking for a second opinion. The reality is in a conversation, we should be asking for a second opinion as well, Matt.

[0:15:01.5] MB: I want to explore a couple of the things you said. Those are some really interesting stats. Coming back to something you talked about a second ago, tell me about this idea of how do we help somebody listen to themselves? I might be phrasing that incorrectly, but how do we focus on the other person and the idea of deep listening, how do we help them make sense of what they're saying, as opposed to just actively listening to them?

[0:15:25.5] OT: Yeah. The very first place to start is to remember if there are five levels of listening, level one is not paying attention to the speaker. Level one is listening to yourself. You can't be conscious enough to focus on them.

They're listening if you've got the last conversation that you just had in your head, or the next conversation, or the fact you've got to go to the gym later on this evening, or the fact you've got to sort out something on the weekend, or you've got a dinner party, or you've got a birthday party and you've got all this noise going on in your head before you even get to the conversation. It's impossible for you to help them listen, until you listen to yourself. You need to be an empty vessel in the conversation, so you can focus on them.

A lot of us come into the conversation as if we jump into the passenger seat of a car and forget to put our own seat belts on. We're driving away in the conversation and all of a sudden, if they slam the brakes on, you're going to go through the front window, because you're not in the same swim lane as they are. You're not in the same conversation. Three really quick tips, Matt, to get you centered, ready for that conversation to help them listen to themselves.

Tip number one, switch your cellphone off. Oh, wow. That's crazy talk. I know. If you're addicted to your phone, which about 86% of us are, just switch it to flight mode then. In flight mode, you can take some notes, but you're not getting notifications coming in. In the data that we've done, 1,410 people, the biggest struggle people have with listening is the distraction of the cellphone. That by far makes up the biggest distraction.

If you want to improve how you've listened and you've got the cellphone switch to flight mode or off, here's two other tips; tip number two, drink water during the conversation. Just a glass of water for every 30 minutes in a dialogue. A hydrated brain is a listening brain. The brain represents 6% of the body mass, but it consumes up to 25% percent of the blood sugars of the body. It's a really hungry part of the brain.

The reality is a hydrated brain can get more blood sugars there faster. Brain that isn't taught how to listen struggles with how to listen. We do a lot of work in the prefrontal cortex when it comes to listening. This is the most modern part of the brain. When it's untrained, it feels hard. A lot of people say to me, listening makes my brain hurt. I always say you're doing it wrong. If that's how you're doing it and we'll explain what that means shortly.

Tip number three is simply this; the deeper you breathe, the deeper you listen. If you can notice your breathing and deepen your breathing, the more oxygen you can get to the brain, the more likely it is that your brain will perform well on the task of listening. Three things before we even start fixating on the speaker is to get ourselves into a state that we're available to hear what they're saying and more importantly, to hear what they're not saying. That's where we're going to go to next. I'm sure that's prompted a few questions for you, Matt.

[0:18:37.8] MB: Many different things that I want to explore, and so many important themes and ideas. I think the place I want to come back to, those are great tips – I really love. I want to reiterate, or emphasize the point you made about putting your cellphone in airplane mode and even the idea of actually telling somebody in a conversation, “Hey, I'm going to put my phone in airplane mode, so I can really focus on you and this conversation,” is a really powerful gesture.

[0:19:03.5] OT: It reminds me of a have a great story I have to share with you. About 11 years ago, Peter was flying from Seattle Microsoft head office. He ran about a 100 million dollar business for Microsoft. It was not insignificant. You figured this guy's pretty busy. I was hosting 20 CEOs in Australia in a roundtable, where he would be at the head of the table. We were in a fancy-pants hotel that had this big boardroom table and he literally just flown in from Seattle that morning. He's straight into the meeting. It was 9:00 a.m. and he was at the head of the table.

What Peter did next really changed the way I thought about listening. He sat down. I introduced him. Then Peter said, “I'm really sorry. Please forgive me. The most important thing I can give you right now is my attention.” With that, he stood up. He took his cellphone out of his jacket pocket, switched it off and put it in his bag. Now what was interesting was what happened next with the other 20 CEOs sitting around the table. What do you think happened then, Matt?

[0:20:12.2] MB: I don't know. They all put their phones away?

[0:20:13.9] OT: Yeah. 14 of them put their cellphones into their bags. Now what that did for the other six was interesting. I don't know if it shamed them into doing something, but I'm guessing the rest switched them into flight mode.

For a lot of us, we can bring about change just by role-modeling that change. In most meetings, when I do that, the person I'm working with will reciprocate. If we want to bring about change, it's not about asking everybody else to make that change. If you can simply role-model, make an example that you're going to switch your phone into airplane mode, you'll be surprised what happens to the other person, but more important what happens next on the quality of the conversation.

[0:20:58.4] MB: I love that point too about saying the most important thing I can give you is my attention. I might be paraphrasing a little bit, but that was such a powerful example, such a great gesture. It's something that's so simple to do and yet, it's hard and it's not necessarily easy.

[0:21:17.8] OT: What happened at the end of the meeting was fascinating. These execs, they got these amazingly tight schedules. They're in the country for two to three days and they have all these very highly leveraged meetings where he was just going to other locations to do very similar kinds of meetings. I do briefed the group for the next half an hour.

What was fascinating was they said they were expecting the group to talk about the future of technology, or something else to do with technology, or technically orientated conversations. That's what they were expecting from Peter in that dialogue. What they said was – Peter was just asking each of them what they were struggling with personally. He created a pretty safe environment. That group, I know stayed connected well after this event with some of the challenges they were talking about themselves personally. The value that Peter created wasn't just the value around what he talked about technically for a very brief period of time, but he helped everyone listen to each other. That again is a really powerful thing we can do.

A lot of the times if there's three, four, five, six people in the room, we generally hear from the loudest. We don't take the time to make sure that everybody is being heard. That's really critical. Again, the difference between a recreational listener and a deep listener, a powerful listener and impactful listener is their ability to listen to what's unsaid bad.

Back to the point about helping somebody make sense of what they're saying themselves, the most potent thing we can do as a listener is to help them make sense of those 800 words stuck in their head. Back to the maths again, I speak at a 125 words a minute. I can think at 900. That's an average. Some people can think at 600 words a minute. Some people can speak way up, I think way up to 1,600 words a minute.

On average, we speak at about – I think at about 900 words a minute. If I say the first thing that comes out of my mouth, unless I'm a great actor who's rehearsed my lines well, the likelihood what I say is what I mean, is 11%. You get probably better odds going to Las Vegas and playing the slot machines, or going on the roulette wheel. The odds are going to be much better for you there.

Here's a couple of simple, practical tips; when somebody says something, treat silence at the end of what they say like it's a word. Listen to the beginning of the word, the middle of the word and the end of the word. Treat silence like it's another word. In doing so, what you'll notice is they'll either unpack another 125 words in their head. Well, they’ll pause. Might bow their head down a little bit. If you can remember these simple phrases, what else? Tell me more. How long have you been thinking about this? What else? Tell me more. What else have you been thinking about this?

All of a sudden, just magic happens. You'll be nodding as I say this. What they’ll do is they'll draw their breath and they'll use phrases like this, “Hmm. Well, actually. What's really important on this topic is.” Or they'll say, “Hmm. Now that I think about it, what I haven't told you is.” Or they’ll say, “Hmm. What I've said is interesting, but let's focus on this.” It doesn't matter how it comes out, Matt. What they're doing is exploring what stuck in their brain.

You see, our mind is like a washing machine. While we're on wash cycle, it's sudsy, it's dirty, it's moving around and it's not making much progress. When we speak, it's like the rinse cycle of a washing machine. It's clean water it's coming into our brain. As we speak and express this idea, what's happening to the neural pathways and the synaptic connections is that creating an electronic circuit for the idea to be expressed.

Then the idea takes a concrete form, where we can look at it together, we can analyze it together and more importantly, the speaker can see it and notice it. For most of us, if we just practice saying, “Tell me more,” you'll be shocked what you hear. More importantly, they'll start to understand what they mean, not just what they said the first time. Have you ever been in a situation like that, Matt?

[0:26:04.4] MB: Yeah, absolutely. Those are great strategies. I love all three of those techniques, or phrases that you can use to really dig in and explore any conversation. Even the fourth thing, which is the silence, silence is such a powerful strategy, such a powerful tool. In some cases, can even be a weapon in some conversations.

[0:26:25.0] OT: In the West, we have a poor relationship with silence. We call it the pregnant pause. We call it the awkward silence. Yet in China, Korea, Japan, many of the ancient traditions like the Inuit of North America, the Aborigines of Australia, the Maori and the Polynesian cultures, a lot of the ancient jungle cultures of Africa and South America, silence is a sign of wisdom. It's a sign of seniority. It's something they're extraordinarily comfortable with. Then in our rush in the West to fill silence, we actually miss out on quite a lot.

[0:27:04.9] MB: Tell me more.

[0:27:06.3] OT: I like how you’re role modeling that, Matt. It shows you're listening. What that made me feel when you say tell me more is like, “Wow, Matt's taking the time not only to hear what I said, but to listen to it and use the phrase.” In a lot of Aboriginal cultures for example, and the great storytelling cultures of the planet, silence makes it an important part of the story to allow the person who's listening to the story to catch up in their mind, the gap between their imagination and what the speakers are actually saying.

It also helps them to overlay their own experience and meaning behind it. For most of us, if we've heard powerful public speakers, what we may have noticed in stage shows, or musicals, great oration, you can think about Martin Luther's speech I have a dream. There are many pauses that he use in that speech to allow the 200,000 people at the Washington Monument to catch up with what he was saying that was really important.

In using that simple phrase, ‘tell me more’, we create much more nuance in the dialogue. We create much more awareness in the dialogue, not just for me as a speaker, but also for you, Matt, in asking that question tell me more, now you've understood a bit more about the storytelling cultures. For those in the audience listening, I have a different perspective.

[0:28:42.7] MB: Hey, I'm here real quick with confidence expert, Dr. Aziz Gazipura to share a lightning round insight with you. Dr. Aziz, how can people say no more often and stop people-pleasing?

[0:28:56.2] AG: This is not only important to figure out how to do, but to start practicing immediately. Because most people don't realize, their anxiety, their stress, their overwhelm is often a result of not saying no. Here are some quick tips on how to start doing that; first of all, imagine right now in your life where would you benefit from saying no, where do you feel overloaded, pressured, overwhelmed, even if intellectually you're telling yourself you should, tune into your heart, tune into your body, where do you feel, “I don't want to.” Start paying attention to that. Start honoring that.

The next tip is to imagine saying no and then notice how you feel, because you're probably going to feel all kinds of good stuff, right? Guilt, fear, what are they going to think? I don't want to let this person down. What you want to do is before you go say no to them, you want to work through that. You want to address that. You want to get out on paper, “Can I say this? Why can't I say this? What's stopping me from doing this?” Do a little prep work so you can really just practice it.

Then the third and most important step, of course it's going to be to go say no. start saying no liberally. Start saying no regularly. In fact, after listening to this, find an opportunity today to say no, because the more you do it like anything else, like any sub-skill of confidence, the more you do it, the easier it will become and the freer you'll become in your life.

[0:30:12.6] MB: Do you want the confidence to say no and boldly ask for what you deserve? Sign up for Dr. Aziz's confidence university by visiting successpodcast.com/confidence. That's successpodcast.com/confidence and start saying no today.

[0:30:31.4] MB: I think it's fascinating that tell me more, what else, etc., these phrases create the opportunity to simultaneously bridge that gap, the numbers gap to be a deeper listener and to get a more rich nuanced and detailed understanding of whatever you happen to be discussing.

[0:30:51.5] OT: A lot of what we've discussed so far, we think about in one-on-one settings. I want to take you to a room in a workshop that I was doing in 2015. It was March. It was one of those narrow, dusty boardrooms with poor light. We'd been working since 8:30 in the morning in a workshop with a group of leaders in an organization that had been growing at about 30% since they started five years earlier.

In that room and was 11 people and we were just before the lunch break. It was about quarter to 12. Everyone was hungry. The CEO was giving me the eyes to say, “Hurry up. Let's get to lunch.” We just had one simple exercise. The exercise was this; if you were to describe our organization as an animal, what animal would you describe it as? As we went around the room, the loudest spoke first. They anchored the conversation. People tend to follow what the first off people would say.

Some people said an eagle. Some people said an osprey. Some people said, think of any bird, or prey that moves really fast, flies and adapts to its conditions and kills things. That's what everybody was saying. Yet, Elaine who was the last person in the room, the card-carrying member of the introvert community, she hadn't finished. The CEO was looking at me as if like, “Can we just get to lunch? We don't have to wait for her.” I turned to her. I didn't say anything. I just turned my body to face her. I reached out my hand as if to make an invitation and she looked at me and said, “I thought we were a snake.” The tension in the room rose dramatically. When you think of a snake, Matt, what goes through your head if you were to describe the characteristics of a snake?

[0:32:48.1] MB: Quiet. Slithering is what comes to mind.

[0:32:52.9] OT: Anything else?

[0:32:53.6] MB: Sneaky.

[0:32:55.2] OT: If you were to generically say snake is good or bad, it's probably not good.

[0:33:00.3] MB: Yeah, negative.

[0:33:02.9] OT: Yeah. Again, I'm looking around the room to seeing the reaction of everybody and the CEO by now is giving me these laser-like, comic-strip laser eyes straight into mine, as if to burn my skull like, “Can we get to lunch? We don't need to listen about a snake.” I extended my arm in invitation just a little bit further. I've done all of this without saying a single word to Elaine. She said, “I thought it was obvious that we've forgotten to shed our skin for our clients. We haven't adapted to the seasons.”

The backstory is the business was growing at 30% per annum, but it had now plateaued. Competitors were doing a much better job of them. She said, “Every season, we would adapt like a snake would and shed its skin. As the seasons change, we would change too. We've forgotten how to change.” The room completely moved to a different space. Rather than going to launch, the CEO asked more question. He skillfully didn't fight and judge the idea.

What happened as a result then, the organization started making product names based on snakes. They started thinking about that shedding skin moment. Are we getting close enough to our clients, which was another thing Elaine said; a snake can get up so close to you, you can't even notice, but we've forgotten how to do that. Whereas a bird has to swoop in and sweep out and can be quite quick and move out very quickly as well.

The point is really simple, how many Elaine's are you not listening to in meetings that can completely change the trajectory of the thinking of the organization? You see, introverts think deeper and longer. It doesn't make their opinion any less valid, but because we don't take the time to listen at level four, which is listening for the unsaid, we'll miss those opinions consistently.

When you're in group meetings, if you're leading the meeting and even if you're not, draw out the opinions of those who haven't been heard and it will completely transform not only the direction of the meeting, but also the impact of the meeting too.

[0:35:20.3] MB: Incredible story and so interesting. I love how you even teed it up and said, “What do you think about snakes?” Then you come to this realization of the powerful implications of that. Really, really interesting. You touched a second ago on level four of listening and earlier, we started sharing the five levels. I'd love to come back and really share all five of those and unpack them a little bit.

[0:35:44.8] OT: Yeah, let's do the quick movie trailer for the five levels of listening. Level one, listening to yourself; level two, listening to the content; level three, listening for the context; level four, listening for what's unsaid and then level five, listening for the meaning. For each of those levels, I'll just provide one quick explanation and a tip, Matt, if that makes sense.

At level two, listening for the content, this is where most of us if we've had any training in how to listen, or our focus on how to listen means we listen for the content of the speaker, we listen for their words, we may listen for their body language. The ninja tip at listening for content is listen for energy. Notice how far back their shoulders are. If you can listen to where they're speaking from, that's even more powerful. See if you can notice the change in my voice as I have moved down further into my throat. I'm a little bit more constricted down here and that probably tells you I'm not comfortable articulating the idea, as opposed to doing it from here, which is down in my deep diaphragm and I'm feeling very comfortable with it.

If your head is in your cellphone and you're not paying attention, you're not going to notice that vocal fry. That happens occasionally, because sometimes it only happens in a microsecond. For some people, the simple act of taking their shoulders back a little bit further and filling their lungs with air, gives you a great signal to say something's changed for them.

Listening to what they say, even watching body language as an example, are their arms crossed, or are they squinting when they talk? All these non-verbal signals are taught to us in body language. Ultimately, the third thing you want to notice it's listening for state change. In doing that, you can simply ask them what happened for you then? They'll go, wow, they noticed that I brought my shoulders back or leaned in.

All of a sudden, that's the same code word to help them explain and get connected, not just to what they're thinking, Matt, but also to what they're feeling. Your gut has more nerve endings than the brain. If we can help people get more connected with the gut feel, that's an awesome way to listen.

Level three, listening for the context, we want to understand what patterns they talk about. Do they talk always about the past or the future? Do they talk about problems or solutions? Do they talk about themselves as individuals, or do they talk about collectives, teams for example, organizations, or families? Or do they talk about very internal things, either internal to them, or internal to the organization, or are they externally orientated?

If you can notice patterns in the way people dialogue, you can simply say to them, “I'm curious if you've noticed any patterns in what you've said so far.” Again, that's another way for them to start to think about what they haven't said. In most cases, whatever pattern you're thinking about, they won't notice. If you say to them, “I’m curious if you've noticed any patterns in what you've said so far,” whatever pattern they come up with is probably not the pattern you're thinking about.

Level four we've spent a bit of time here, but this is the ninja move of listening; listening for what’s unsaid. It sounds completely counterintuitive, but we want to unpick the other 800 words that are stuck inside people's head. Listening to the unsaid expands the conversation, helps them make sense of what they mean, but this is where you can have an impact beyond words and you can amplify the impact, not just of you in that conversation, them in that conversation, but you can have probably multi-generational impacts on some of the conversations you have, because you're expanding the thinking.

Level five is listening for meaning. Listening and meaning can be something as simple as this; I was doing a workshop with a sterile manufacturing company a couple of years ago. 86 people managers in a room, Matt, and you could cut the tension with a knife in there. I was there to talk about listening, but I could sense by about the 20-minute mark, the room wasn't there to listen about listening. They had many other things on their mind. For a lot of us, we just need to trust our gut feel a little bit more.

I turned to my host who was the CEO and said to him, “If it's okay with you, you I'm just going to change what I'm going to do for the next five minutes. Are you okay with that?” He looked at me, again as if to say, “Are you crazy, man?” I said, “Well, do you trust me?” He goes, “Do I have a choice?” I said, “Yeah, you do. You're my host. I'm in your hands. It's your audience.” He says, “I trust you. Go for it.” I turn to the room and I said, “Look, just for the next 2 minutes, can you just turn to the person next to you. Tell me what movie is happening right now in this organization, on this site with 500 other employees working out there.” The room instantly changed energy, Matt.

It was this buzz in the room. There was lots of laughter and everybody was having a joke. It was really hard to pull the group back, to be honest. I probably lost complete control of the room at that point in time. Then and I thought it was 2 minutes, but it was probably closer to 7. We wound the group back and said, “Hey, we'd love to know some of the movies.” As the hands went up, the movie was Die Hard with a vengeance, the movie Titanic, the movie was Tara Inferno.

You named a disaster movie and they were sighing at that. Now the funny thing is none of them would ever have turned to the CEO in the room and said, “Coming to work every day feels like I'm working in a disaster movie.” That simple question what movie are we in, or what book are we in, or what stage show are we in, what TV character might we be? These simple ways to detach yourself from the content, all of a sudden changed the mood of the meeting. It changed the mood of my host.

He stood up on stage. He took the microphone off me and gestured for me to sit in his seat in the front row. At that point I just went, “Oh, well. I guess I'm not getting paid for this gig.” What he did next was amazing. He turned to the room. He apologized. He said, “I'm really sorry. I don't expect anybody to come to work in a disaster. I've tried to solve this problem with you for three months and I can't fix it. Can you help me?” In that moment, he gave me the mic back and said, “Oscar, you've heard something in 25 minutes that we haven't heard in three months. Can you use the remaining time to help us move forward?” All I did next, Matt, was say, “Who aren't we listening to to solve this problem?” They all agreed they hadn't talked to the frontline production workers.

Now the backstory, for three months they've been struggling with an impurity in this very sterile manufacturing process. Every time they thought they'd solved it, the impurity came back. Now the implication of that is up to 10 million dollars’ worth of stock is stuck in quality assurance, because they won't let that go out to patients. In three days, talking to frontline production workers, they solved that problem. More importantly, they solved it permanently.

Sometimes the most important people to listen to aren’t even in the room. Yet for all their sophisticated six sigma and five-wise methodologies and powerful masters and PhDs and chemical engineering, it was the frontline workers, the people who packed boxes on the assembly line, who pointed out what was wrong in the piping in the system that helped everybody listen. If we didn't listen for the disaster movie, we wouldn't have had the permission to go there. That's where you can have an impact beyond words if you really listen deeply.

[0:43:50.6] MB: Another incredible story. Two of the questions that you brought to that are so fascinating. One, I love the question about what movie, or what book, or what TV show is happening right now in this organization. Such a great question. The other one, which you just touched on a second ago is this question of who are we not listening to right now? Both of those are tremendously powerful.

[0:44:13.5] OT: Unfortunately for a lot of organizations, the answer is the people closest to the customer. The people closest, if you're in a non-for-profit, those that we serve. If you don't listen to those frontline workers, you will be hearing from your regulators. You will be hearing from the media, because you missed the point of why the organization, or leaders exist. Because whether it's the global financial crisis, or the deep water horizons, BP oil spill off the coast of Louisiana, in all cases, the frontline workers weren’t being listened to, “They were telling us it's a problem. They were saying there were issues, there were complaints coming into the system, but people were choosing not to listen.”

For all of us in that moment, if we come back to this week for 30 minutes, just listen to someone you violently disagree with to help you tune your listening muscles in, to remove judgment and bias from the way you approach your listening. You'll make some huge steps to becoming a deep, powerful listener. Most practically, Matt, please switch that phone into flight mode for every conversation that matters and people say to me, “Yes, Oscar. What are the conversations that don't matter?” I always say, if you're having a conversation with a human, they all matter. You'll be surprised what you'll learn no matter who you speak to. Switch those cellphones to flight mode, you'll be shocked what you learn when you’re listening fully. You're listening in technicolor, rather than in black and white.

[0:45:53.5] MB: Two great recommendations. We usually ask our guests for one action tip, or practical piece of advice or homework for the listeners to execute, take home from the episode, I think both of those are great pieces for that. I have one other question, which I'm curious. One of the key components and this is something that I've unpacked a little bit just from some of the stories you've told is that you seem to be a master at asking great questions. How did you develop that skill set?

[0:46:21.3] OT: I think it was from watching other great masters asking questions. I think it's when you see the impact a question has on others and particularly for me in my case, so that question that we talked about right at the beginning when mind Matt, asked me the question, do you think you can achieve that goal in your lifetime? I said no. It was a great question. It’s simple. If you can achieve it in your lifetime, it's not ambitious enough.

Now it didn't matter what I said. The point he was trying to make was are you being ambitious enough in what you're trying to achieve? Now he could have said to me, “You're not being ambitious enough.” Yet the distinction that he made was really potent to me. If I can own my own change through my own awareness of the gap between where I am today and where I need to be in the future, I'm more likely to do it than if somebody tells me to do it. The only way you can get someone to notice the gap between where they are today and where they want to be tomorrow is not by telling them, it's by asking them a question.

Matt, if you were in my studio right now, on my right is a 4-foot poster of Yoda. On my left is a 2-foot stuffed Yoda and all across my shelves are various Yodas. Yoda asks lots of questions too. People have told me that my questions are Yoda-like. Ultimately, if you ask questions it means your attention is on them and not on you. Wow, it couldn't well be a different place if we all started to put our attention on the other, rather than just ourselves.

I think for me, I always talk great questions by other people. The thing I always do is ask myself this, it's what I'm about to say next? Is a question for me and my understanding. It's the wrong question. It needs to be about them and their understanding. That's a tough muscle to develop. It's really hard to keep your orientation and your attention on them, rather than, “Ah, it doesn't make any sense to me.” I work with actuaries inside insurance companies who calculate all kinds of things, the likelihood that your car’s going to be in an accident. If you contract some disease, how long you might live?

I have this thing called discalculus, which is my ability to transpose numbers. It’s not a good skill to have. It basically means that if you were to read out a telephone number to me, there's 25% chance I'd get it wrong. I'm not really good at maths, Matt. Yet, I consult to a lot of actuaries and insurance companies who have an amazing relationship with maths. Despite that, they will find me really helpful, because I never ask questions where I'm trying to understand the formula. I'm trying to help them understand their thinking and their formula as well.

I don't think, I wish I had a more elegant answer for you, Matt, about how do I learn to ask questions. I think for me, I've learned a lot by watching skillful questioners. The other thing I've always done consistently is ask myself that question, is this question for me or is it for them? I think, the more powerful questions will always be orientated around helping them.

[0:49:58.3] MB: The magic happens when you put your attention on other people, instead of just putting it on yourself. Such great wisdom, Oscar. Where can listeners find you, your work and everything we've talked about today online?

[0:50:12.2] OT: Really, simply if you just go to listeningmyths.com, there you'll be able to download those five practical tips that we talked about to keep you on track; switching off the cellphone, glass of water. There's a couple of other tips in there that just going to keep you on track for a little bit longer. Listeningmyths.com, that's the entry point to everything, Matt.

[0:50:39.6] MB: Well Oscar, thank you so much for coming on the show, for sharing all these wisdom, incredible and insightful stories and such a great conversation. Thank you so much for being a guest on the show.

[0:50:51.1] OT: Thanks for listening.

[0:50:52.7] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

I'm going to give you three reasons why you should sign up for our e-mail list today by going to successpodcast.com, signing up right on the homepage. There are some incredible stuff that’s only available to those on the e-mail list, so be sure to sign up, including an exclusive curated weekly e-mail from us called Mindset Monday, which is short, simple, filled with articles, stories, things that we found interesting and fascinating in the world of evidence-based growth in the last week.

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Remember, the greatest compliment you can give us is a referral to a friend either live or online. If you enjoyed this episode, please leave us an awesome review and subscribe on iTunes because that helps boost the algorithm, that helps us move up the iTunes rankings and helps more people discover the Science of Success.

Don't forget, if you want to get all the incredible information we talked about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top.

Thanks again, and we'll see you on the next episode of the Science of Success.

October 03, 2019 /Lace Gilger
Focus & Productivity, Influence & Communication
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Neuroscience Hacks You Can Use To Change Behavior, Take Action & Finally Break Through What’s Holding You Back with Dr. David Rock

September 26, 2019 by Lace Gilger in Focus & Productivity, Influence & Communication

In this interview we discuss how to finally break through what’s holding you back, take action, and create lasting habit and behavior change. Less than 30% of people succeed in changing their behavior without using the tools and strategies we share in this interview. Uncover the neuroscience of how your brain gets stuck and finally start using strategies that really work to create more breakthroughs and results in your life with Dr. David Rock.

Dr. David Rock coined the term 'NeuroLeadership' and is the director of the NeuroLeadership Institute. He co-edits the NeuroLeadership Journal and heads up an annual global summit. He is the author of the best-selling 'Your Brain at Work', 'Quiet Leadership', and the textbook 'Coaching with the Brain in Mind'. He has been featured in the Harvard Business Review, Fortune Magazine, PsychologyToday and many more publications.

  • The brain gets stuck very easily. What happens when we get stuck?

  • Its really hard for our brains to break out of their preexisting molds and patterns of thinking

  • Even breaking out of the smallest mental “schemas” can be very difficult

  • The mind blowing interpretations of the phrase “Time Flies Like An Arrow"

  • We do this with EVERYTHING in our lives.

    • What work we should do

    • How to deal with customers

    • How to be successful

  • It’s REALLY HARD to break through these mental schemas without a lot of hard mental effort

  • The mechanics of how we get trapped in mental schemas - your subconscious does most of the processing and heavy lifting

  • Changing your thinking patterns is as hard as changing traffic flow on the freeway

  • You have more breakthrough moments when your brain is under one of these conditions:

    • Being idle, relaxing down time

    • Being internally focused (not listening or seeing)

    • Slightly positive (vs slightly anxious)

    • Deanimating current mental networks

  • The unconscious brain is trillions of times more powerful than the conscious brain

  • Mental schemas (aka chunks) are very useful for analyzing the world - but they lock you into certain patterns of thought

  • “Language gives you the ability to alter your experience."

  • The more language you have for your own brain the more you can notice what is going on. Language connects the prefrontal cortex to the rest of the brain.

  • When you have more language - whether food, music, the brain, anything - you have a much richer experience, you notice the small subtle details. It’s the same with your brain. You have more “frames” to view the problem or situation.

  • How do you generate more creative insights?

    • Don’t check your phone or emails first thing in the morning.

    • Keep your brain quiet

    • Do creative work first in the morning, then urgent and important work second, and emails and everything else third.

    • Don’t schedule meetings until after 11 or 12pm, let people be productive in the morning

    • Pay attention to and value the quiet signals in your brain

  • “10% of people do their best thinking at work, 90% of people do their best thinking when they aren’t at work"

  • Sleep with your phone in a different room.

  • If you can even get one day a week of spending your mornings doing contemplative routine, your creative output will explode.

  • Monday morning is the best time for quiet reflection, because you have the least noise from the week.

  • After exercise or a nap, or after something fun and restful - when you have energy, when you have the urge to write or create - pay attention to those phenomena and try to tap into them when you get a chance.

  • How do you do a better job paying attention to your mental state and your thoughts?

  • There is ENORMOUS value in learning socially and learning with other people. “Hundreds of percentage” bump in the likelihood of real change.

  • The number one reason that people change is because other people change. This comes from hard scientific data, it’s not theoretical.

  • Letting people know that other people are doing something is much more valuable than logic, positive motivations, and negative motivations.

  • When other people who are like you do something, that becomes a really big driver of change in your behavior. This is because the brain is wired to think socially before anything else.

  • The default mode network is pretty much always on - and it focuses socially and thinks about how you fit in socially.

  • Social factors are a huge motivation driver - social rewards and social threats are huge drivers of human behavior. The strongest carrots and sticks are SOCIAL.

  • Status - people want to look good, people don’t want to look bad.

  • The “SCARF” Model for understanding human behavior, threat response, and how people behave.

    • Status

    • Certainty

    • Autonomy

    • Relatedness

    • Fairness

  • The brain classifies everything into either danger or opportunity, but it’s a continuum but not binary.

  • Managing your “threat state” is one of the most important things you can do.

  • Threat is inversely proportional to cognition. The more intense your threat response, the fewer cognitive resources you have for good, clear thinking.

  • “Help people think better, don’t tell them what to do"

  • Coaching is helping people have their own insights. Conversations where you help anyone have an insight is far more likely to create change.

  • The fastest way to get anyone to have a breakthrough insight

    • Quiet their mind

    • Get them more approach/positivity/possibility focused

    • Lift their thinking to more abstract (get out of the concrete)

    • Ask people questions that make them reflect and quietly evaluate and look into their thinking

    • Good question: “What’s your goal?” Start at the high level.

    • Don’t dig into the problem or the details

    • Get people to “think about their thinking"

    • Asking questions that get people to be REFLECTIVE

    • You are helping someone else build a mental map of what they want and what they are doing so that they can take action on it.

  • Advice is almost always MUCH more about the giver than about what you actually need.

  • How do you actually turn your insights into action?

  • Harness the positive social pressures of learning with other people. The social pressure of learning something together, in little bites, at a time. It helps constantly remind you of the importance of those learning and insights.

  • What big changes have happened in the psychology and science of insights, motivation, and behavior change in the last 10 years?

  • The epidemic of overwhelm has taken on an exponentially new dimension.

  • How do we create organizational change at any scale?

    • Make things a priority

    • Build real habits

    • Install systems that support those habits

  • Most organizations are pretty good at making priorities, OK on systems, and terrible at the habits.

  • 30% of change initiatives succeed, because they ignore habits and human psychology

  • HOMEWORK: Start building language, one habit at a time, find something you’re curious about or want to work on around improving your brain, and learn socially with others.

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This week's episode of The Science of Success is presented by Dr. Aziz Gazipura's Confidence University!

You can learn to confidently connect with others, be bold, feel proud of who you are, and create the life you truly deserve!

What Would Your Life Look Like If You Have Double The Confidence?

Don't Wait and Wonder! Find Out Today!

Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • David’s Website

  • NeuroLeadership Website and Wiki Page

  • David’s LinkedIn and Twitter

Media

  • Harvard Business Review - “4 Steps to Having More “Aha” Moments” by David Rock and Josh Davis

  • Harvard Business Review - “Where to Look for Insight“

  • Article Directory on Fortune, HuffPost, Quartz, HBR, Business Insider, Psychology Today, and Strategy+Business

  • CEOThinkTank - “4 CRITICAL FACTORS TO BE A BETTER LEADER (TED TALK #7)” by Cheryl Beth Kuchler

  • Workhuman - “Understanding Leadership through Biology: Interview with Dr. David Rock” by Emily Payne

    • Workhuman - “Dr. David Rock: Time to Get Feedback Right” By Aaron Kinne

  • Mindtools - David Rock's SCARF Model: Using Neuroscience to Work Effectively With Others

  • The Healthy Mind Platter - Dr. Dan Siegel in Collaboration with Dr. David Rock

  • [Podcast] Creating Wealth w/ Jason Hartman: CW 250: Your Brain At Work with Dr. David Rock Author and Co-Founder of the Neuro Leadership Institute

  • [Podcast] The EVRYMAN Podcast: Episode 031: Neurobiology of Emotion with Dr. David Rock

  • [Podcast] Love your Work: Creative Optimization Through Neuroscience: Dr. David Rock – Love Your Work, Episode 165

Videos

  • Human Capital Institute: David’s Conference Keynotes

  • David’s YouTube Channel

    • David Rock on the SCARF Model

    • David Rock on his book Quiet Leadership

  • GoogleTechTalks - Your Brain at Work

  • Resultscoaching - SCARF Model - Influencing Others with Dr David Rock

    • Sample Coaching Session with David Rock

  • TEDTalks - Learning about the brain changes everything: David Rock at TEDxTokyo

    • TEDxBlue - David Rock - 10/18/09

  • Beyond Performance - SCARF Animation

  • Productivity Game - YOUR BRAIN AT WORK by David Rock | Animated Core Message

Books

  • Your Brain at Work: Strategies for Overcoming Distraction, Regaining Focus, and Working Smarter All Day Long  by David Rock

  • Quiet Leadership: Six Steps to Transforming Performance at Work by David Rock

  • Coaching with the Brain in Mind: Foundations for Practice  by David Rock and Linda J. Page

  • Personal Best:Step-by-Step coaching for creating the life you want 2nd Ed by David Rock

Misc

  • Colorado State University - Department of Psychology Labs Directory

  • Colorado State University - INSTITUTE FOR THE BUILT ENVIRONMENT

  • Colorado State University - Department of Sociology Research Centers Guide

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[0:00:11.8] MB: Welcome to the Science of Success; the number one evidence-based growth podcast on the internet with more than four million downloads and listeners in over a hundred countries.

In this interview, we discuss how to finally break through what’s holding you back, take action and create lasting habit and behavior change. Less than 30% of people succeed in changing their behavior without using the tools and strategies we share in this interview. Uncover the neuroscience of how your brain gets stuck and finally start using strategies that really work to create more breakthroughs and results in your life with our guest, Dr. David Rock.

Are you a fan of the show and have you been enjoying the content that we put together for you? If you have, I would love it if you signed up for our e-mail list. We have some amazing content on there, along with a really great free course that we put a ton of time into called How To Create Time for What Matters Most In Your Life.

If that sounds exciting and interesting and you want a bunch of other free goodies and giveaways along with that, just go to successpodcast.com. You can sign up right on the homepage. That’s successpodcast.com. Or if you’re on your phone right now, all you have to do is text the word “smarter”, that’s S-M-A-R-T-E-R to the number 44-222.

In our previous interview, we discussed why creativity is the new literacy and how you can unlock your own creative genius to create the life you want to live. Most people are completely wrong about what they think creativity is and how to be more creative. We dispelled the myths about creative work and showed you how to build your creative muscle, so that you can create breakthroughs, find your calling and live your dream life with our previous guest, Chase Jarvis. If you want to unlock incredible creative energy in your life, listen to our previous episode.

Now, for our interview with David.

[0:02:07.2] MB: Today, we have another exciting guest on the show, Dr. David Rock. David coined the term Neuroleadership and is the Director of the NeuroLeadership Institute. He co-edits the NeuroLeadership Journal and heads up an annual global summit. He's the author of the best-selling Your Brain at Work, Quiet Leadership and the textbook, Coaching with the Brain in Mind. He's been featured in the Harvard Business Review, Fortune Magazine, Psychology Today and many more publications.

David, welcome to the Science of Success.

[0:02:35.4] DR: Thanks very much, Matt. Good to be here.

[0:02:36.9] MB: Well, we're super excited to have you on the show and I can't wait to dig into some of these ideas. To start out, I'd love to just start with the premise of Your Brain at Work, which is this notion of what happens when we get stuck and how do we break through?

[0:02:52.1] DR: Yeah, it's such an interesting question. What's so fascinating, one of the many fascinating things about the brain is how easily we get stuck. As a breakfast this morning with a friend and I ordered an avocado toast and my friend said, “Oh, can I have an avocado toast without the bread?” The waiter said, “Mm. I'll get you two sides. I'll get you some side of avocado and I'll get an egg.” He said, “No, I just want the avocado toast without the toast.” He said, “No, no, no. I can't do that.”

He brought out mine, which was lovely and it had salad and your dressing and some nice stuff on the avocado and some nuts and a bit of toast and an egg. He brought out literally a poached egg and a piece of avocado for this guy. What happened is the chunks in this waiter’s brain is either/or. The brain collapses on look, it's either avocado toast, or it's something else completely. He couldn't just imagine like, “Oh, maybe we could just literally take the toast out and do everything else and put it on a plate.” It would have been much, much nicer, but it would have required breaking out of the way that information is being chunked.

It's amazing, the smallest challenges like this become really big for the brain. Just breaking out of the tiniest ways that you've chunked things is really, really hard. One of my favorite little games is I'll do this with you now, Matt. Like the phrase ‘time flies like an arrow’, right? Five words, time flies like an arrow, five words. Time flies like an arrow. You think about all the different ways you could interpret that, what have you got, Matt? Now I'm interviewing you.

[0:04:26.7] MB: Okay. I mean, I the first thing I see is a visual of an arrow flying through the air.

[0:04:32.5] DR: Right. What’s a different way of interpreting those five words? What's another way of saying time flies like an arrow? Get really creative on me.

[0:04:40.5] MB: I don't even understand the goal of the exercise, so I’m befuddled, but I'll –

[0:04:44.7] DR: I’ll give you an example. It’s basically different versions of the metaphor like, “Oh, time can kill you, or time is –”

[0:04:51.0] MB: Oh. Ooh. Okay.

[0:04:52.6] DR: Time goes in one direction. These are all call different ways of seeing this, right? Time only goes one way, time goes quickly, time moves through space. Do you know what I mean? Time flies like an arrow. What's interesting is that when you give this to people, they come up with hundreds of different interpretations like this, but none of them are actually creative. You're still locked into exactly what you told me, Matt, that your brain did. What your brain did was picture an image of an arrow moving through space, correct?

[0:05:22.3] MB: Yup.

[0:05:22.9] DR: Okay, that's the problem. What you did is you locked into a schema, it's called, of this is about an arrow. The fact that you saw it is bad in a way, because it means you've got a – you activate a really robust network in your brain. Basically what you're going to do is come up with a hundred versions of different things that it means for an arrow to move through space.

Actually, there's completely different interpretations of those five words that your brain completely misses, because you're locked into that one. Time flies like an arrow, actually you could check the speed of flies the way you would an arrow. Time, insects, check the speed of insects the way you would time in arrow. Time flies.

[0:06:04.1] MB: Oh, you just blew my mind.

[0:06:05.5] DR: Right? Like an arrow, right? What the heck? You can't imagine that, because your brain is so lucky. Now this is just five words, right? Oh, here's my favorite one, there's actually five of these. I won't completely explode your brain, but my favorite one is time flies, a type of insect, are fond of arrows. Time flies like an arrow.

Now you wouldn't imagine – your brain doesn't imagine that that's all that important and it discards that interpretation. In the back of your brain, in your unconscious, it goes through all these possible interpretations, very quickly lands on one.

This example basically is an example of how we chunk into the most standard common schema and then we get fixed in that. We do this with everything. Five words, what work we should do? How to deliver to a customer? How this product works? Everything. It really hurts your brain to break out of it, in a way. That's a metaphor, but it's hard. Most people can't do it without a lot of effort.

The mechanics of this and I've looked into this a lot, essentially, your unconscious brain does a lot of reorganizing much more powerful than your conscious brain can. You can't move around three variables, or four variables in your conscious brain easily at all. Even four words, it's really – seven letter anagrams. If you give people seven letters, they can't find the word very easily at all. It's really challenging finding all possible words out of seven letters, if you play Scrabble, or these kinds of things. It's just hard to move things around in your head, right?

What happens is we get stuck all the time, but your unconscious is very good at this. Unfortunately, the unconscious is actually inhibited by the cloudship. When you’re stuck thinking about an arrow moving through space, you can't actually interpret the other ways. You actually have to turn off the solutions you currently have to have new ones come in. It's a bit like moving, like changing traffic on the freeway. You've got to actually stop the traffic going one way before the traffic can go a different way, right? You're going to change the flow of in-direction of traffic.

It's like that in the brain. While everything's connected one way thinking about arrows moving through space, you can't think about insects liking arrows. You can't do both. Part of it is just putting the brain in idle. What we see in lots of studies and I wrote about this in Your Brain at Work, is that that essentially, you have more of these breakthrough moments, cycle moments of insight when your brain overall is quiet.

There are four conditions that facilitate this. One is just literally not doing much thinking, or speaking and just your brain being idle. When you wake up in the morning and you just – you don’t actually think about anything, where you’re just laying there. Quite internally focused is really helpful. When you basically stop listening or seeing, your whole brain gets quieter, because you're not processing all this incoming data.

The third thing is when you're slightly positive, you have a lot less noise in your brain than when you're slightly anxious. What's the opportunity here, versus what's the problem here? The fourth one is the one I just described, which is not directly thinking about the problem the way you have so far. De-animating your current networks. These four conditions, when you activate this, you get a dramatically more insight.

We tend to have these moments of insight in the morning, because our brain is naturally quieter, when we’re walking, exercising, all these kinds of things. The unconscious brain is trillions and trillions of times more powerful than a conscious brain. A bottom line is you want to leave space for these breakthrough. That's the big takeaway. It's really hard to just shift simple things. We get stuck in patterns very easily. What we've got to do is let the unconscious move the stuff around and be able to have it come into our conscious brain, which is quite noisy.

The unconscious solutions are quiet, small amounts of electrical activity. Conscious solutions are noisy and we just don't hear the solutions until our brain gets quiet. It's like hearing a quiet cellphone at a loud party. We've got to turn the noise down. That's the deeper stories. There’s a lot more on that I write about in Your Brain at Work. I think that I've written a blog a couple of times and have a business review and other places. If you look up the aha moment, or how to have more insights, you'll see some of my writing on this space as well. Yeah, back to you.

[0:10:10.0] MB: Yeah, that was fascinating. There's a number of things I want to unpack from that. The example is so good, because it really makes it very concrete. Then expanding that idea out that it's so easy to get trapped into these mental schemas, or these patterns of thought. You made a great point a minute ago where you said, this happens with everything; it happens with the way you work, it happens with how you think about achieving your goals, it happens with how you think about success. It's such a dangerous phenomenon and one that happens almost without us even being consciously aware of the fact that we're locked into these patterns.

[0:10:45.8] DR: Yeah. No, it's fascinating. We do with everything. It's efficient. It helps us be efficient. If you had to categorize everything as you went, you'd be like a baby. You don't have schemas that you can build around. You need these chunks, these schemas to be able to move through the world. Every time you cross the road, you can't work out what these moving objects are, whether they're dangerous or not. You got to know that they're cars and you should stay out of their way. We've only got so much conscious processing power. We need to push these chunks into the unconscious to survive, but then they work against us when we're trying to innovate basically.

[0:11:21.0] MB: Let's unpack that in more detail, this idea of how we start to first become aware of these schemas that are impeding our thinking and then how do we start to cultivate, or create breakthrough moments in our lives.

[0:11:36.5] DR: Yeah. I mean, look, the first thing is language. The more language you have for your own brain, the more you can notice what's going on. Language connects the prefrontal to the rest of the brain. When you have words for an experience, you see that experience. If you have words for flavors, for example – if you have no words for flavors, you don't even know what salt is, what pepper is, what sugar is, you don't know what sweet is, what sour is, all that. You're eating, it's just all noise. As you develop language, you go, “Oh, that’s salt.” Now you spot it, right? “Oh, I like saltier things. I'm going to have more salt.” Well, that's too salty, right? Or, “I like pepper. I want more pepper.”

You don't know what pepper is without language. It doesn't jump out of the background. Then real foodies will have not just salt and pepper and spice, they'll have lots and lots of language, right? For crunch and texture and tastes and sparklings, all sorts of things, right? The same in any domain; music, right? If you're a musician, you understand attack and decay, which is the build up to a note and the dropdown after a note, hitting. You have all this other language, so you'll be literally noticing data strings other people don't notice when you have language, right? A foodie, or a musician has literally a richer experience when they interact with their mental drug of choice.

The more you know about your brain the same way, the more you actually can say, “Oh, I want to turn that up. I want to turn that down. Oh, I like that. I don't like that. Oh, I can see that coming. I might not put so much of that on.” A lot of it is about just building language.

That's what I attempted to do with your brain at work is just develop a language that's very, very science-based obviously, but actually I put equal weight on making sure it's sticky, that people could remember it. I put a lot of work into simplifying the complex stuff, so that people could actually recall it. Because one of the big things that you need to remember about the brain is how limited our recall is and working memory and stuff like that. That's the answer to your first question.

In terms of insight, I mean, some tactical things, you just keep your brain quiet in the mornings especially. Don't check your e-mails till after you shower. That's an amazing rule. They get up in the morning, potter around, don't check your e-mails, don't check in with your phone at all. Interesting thing with the phone is that makes your brain noisy, even if it's off but in the room. Your brain still notices it and starts to animate in the background all the networks involved with what you could be using and seeing, right? It primes you.

It's actually going to be off and in a completely different room for your phone not to affect your IQ, like your IQ. A lot of that is because of the noise it creates. It literally makes your brain more asynchronous. What we've got to do is have these quieter moments if we want these breakthrough. A simple rule of thumb is do creative work first in the morning, urgent and important work second and e-mails everything else third. It's super helpful.

Firstly, don't look at your – any devices until after a shower, preferably after breakfast. That's your best time for insight is in the morning. We did a study some years back, but 10% of people do their best thinking at work. 90% of people do their best thinking when they're not at work. Most of us do our best thinking in the morning. Certainly there are night owls, but generally we do our best thinking. We have most insights in the morning.

If you run an organization, if you run a team, it's don't schedule meetings till after 11 or 12. Let people use the morning time to really be productive. Then just pay attention to quiet signals, these insights are quiet signals, so like a tickle, like a hunch. Pay attention to these things, value them and see what's there. Follow the money, the money this case being a hunch. It's often, your unconscious brain trying to give you a clue as to something.

[0:15:22.3] MB: I love that statistic, only 10% of people do their best thinking while they're at work.

[0:15:26.5] DR: Yeah. Mad, right?

[0:15:27.7] MB: It's pretty crazy. The whole idea of even the simple idea of keeping your phone in a different room is such a great strategy. I've been thinking for a long time about sleeping with my phone at a different room. I think this is actually going to give me the nudge and push me over the edge to actually do that.

[0:15:44.8] DR: I just started doing that actually. It's a couple of weeks ago. I'm really enjoying it. What was missing for me was the alarm clock and the time and stuff like that. Actually, what I did was put an actual clock, an alarm clock where the time is always clear in the room. I could always look over and see the time without having to do anything. That actually was better than a phone, because the phone you wake up, you press the button, you get light, you get all sorts of – actually, if I need to know what the time is, like if I wake up too early or middle the night, this is actually better. There was an upside I wasn't expecting that was not obvious to changing it. Also, there's the there's the reduced noise, which is great.

[0:16:23.3] MB: I also think the whole notion of gearing your mornings towards having creative and contemplative routines and activities is such a great strategy. That's something I've been using for years. The notion of – I really like the hierarchy you gave it. Do create a work first, then urgent and important work and then only after you finish those things, then you get into e-mail and meetings and everything else.

[0:16:46.5] DR: Yeah, it's super helpful. Now some people can't do that every day, of course. Lots of people can't do that every day, but most of us could do that at least one day a week. I can tell you, if you do that one day a week, after a couple of months, your creative output will explode. If you normally write one or two blogs a month, you'll find yourself writing five or six blogs a month. It's huge, even if you could just choose one day a week.

There's also a time in the week there. Monday morning, we do have best quiet writing, right? Tuesday morning, we're pretty good. By Wednesday, a bit noisy. Sometimes we get a second window on Friday, thinking the weekend is coming. Choosing the day when you can do this, if it's not realistic to do it every day, but you could weave it in as a discipline like, “Hey, every Monday I'm going to do this.” Huge difference. Over the year, you'll find a huge, huge impact on your productivity.

The other thing that you can do, I find this is after exercise or a nap, or just something like fun and restful, I often find about a lot of mental energy. I'm paying attention to when I have the urge to write, like when I've got ideas and I can – my fingers are itchy. I'm like, “Okay. I mean, I'm going to sit down and shut everything off. Turn off my phone and everything and just sit down and write.” I try to pay attention to that.

When I was working on Your Brain at Work and other books, I would intentionally write, write, write and then just go and do some exercise and stop thinking. By the time I finished exercising I'd be wanting to write again. I burned myself out before exercising. Then I'd get back to actually wanting to. It's a little bit of that.

I used to fly a lot around the world. I’m originally Australian. Used to fly a lot from Sydney to New York and use the time. What I learned is I could write for an hour two and a half and then watch 15 minutes of comedy. It had to be comedy, because if it was a scary movie, it raises your cortisol and your threat response, which is bad for writing. What you want is more dopamine, which is more pleasant, hopeful, optimistic, open mind. I could do an hour and a half of writing, 15 minutes of comedy, hour and a half of writing, 15 minutes – I could write for 10 hours doing that. A long flight, right?

There's this thing about just watching what your brain does and what does it take to get your brain back into the state where you're actually doing good work again? Pay attention to that. It'll be different for everyone. There'll be different activities that do that, but try to do a lot of those.

[0:19:01.1] MB: Great strategy. A really important point which you mentioned just now about paying attention to when those moments of insight or creative energy strike, and you also said the same thing earlier when you're talking about how do we discover the times when our mental schema are blocking our ability to be creative, or have breakthrough insights. It all comes back to this idea of understanding of paying attention to what's happening with your thoughts. How do we start to develop that ability to pay attention to be aware of what's happening in our brains?

[0:19:32.4] DR: I mean, the simplest answer to be honest is get my book, get a few people together, read a chapter a week together and talk about it. That'll do it. I mean, I literally laid out the key language you most want. Not everything, but the key language you most want to understand, if you're trying to have a better life.

The book walks through basically working memory, which is just how you solve decisions and solve problems and make decisions, then works through managing your emotions and then works through interacting with other people and then just how to change yourself and others. It builds the language.

What I would say is read a chapter a week, or every two weeks, or even every month with a few people and commit to each other to play with it and come back together and share what you learned. That's the very best way to do it, because I mean, I literally built the book for that task. Especially, one of our insights at my institute, we’re researching all the time how do you create change at scale? One of our big insights is there's enormous, enormous value in learning socially, like learning with others. It's not you get a little bump, like a 10%, 50%, a 100%, but it would be hundreds of percent bump in the likelihood of real change.

In fact, the number one variable for why people change turns out to be because other people are. Build the language, but build the language with others ideally and share the language. It's an alive language. There are obscure languages that no one speaks anymore. There’s thousands of languages humans speak, a bunch of them no one speaks. This is a language that should be spoken. As you do that, you see more and more, you start to notice things faster and faster.

[0:21:11.0] MB: Hey, I'm here real quick with confidence expert Dr. Aziz Gazipura to share a lightning round insight with you. Dr. Aziz, how do you become more confident and what do people get wrong about confidence?

[0:21:25.0] AG: I love this question. My life mission is to inform people this one thing, that you can learn confidence. Because the biggest thing that people don't realize is that confidence is a skill. They think confidence is something that you're just born with, that the people that look confident just somehow have some ability that you don't have. That's what I thought for many years, until I discovered that actually, this is something we can learn.

What most people get wrong about this other than thinking that they can't, so they don't even try, is they think it's going to be this huge undertaking and it's scary and they try to just push through and do this thing that I hate the phrase, but it's so common, which is fake it till you make it.

What they don't realize is that there's a much easier way, a simpler way and ultimately a faster way, a gentler way. That is to treat it like any other skill, like the guitar. You want to learn how to play the guitar, you want to break it down into its individual elements, like notes, chords, progression, scales. If you learn each individual thing, all of a sudden you could play a beautiful song.

Confidence is absolutely no different than that. You can break confidence down into its little individual elements, like body language, starting a conversation, how to be assertive, all these things can be broken down in sub-skills. If you just learn those sub-skills one after another, take action on what you learn and practice it just like an instrument, all of a sudden in a pattern, in a period of months, you can be stuck for decades, but in a period of months, you can have more confidence than you've ever had in your entire life.

That's what I'm dedicated to doing. That's what I teach. That's what I create all my programs around and that's really the message that I want to get out there to everyone listening and everyone in the world.

[0:23:01.8] MB: Do you want to be more confident and stop suffering from social anxiety and self-doubt? Check out successpodcast.com/confidence to hear more about Dr. Aziz and his work and become more confident.

[0:23:15.9] MB: I want to come back and unpack a couple of the other themes from how we create insight. Before we do that, you just mentioned something that I think is worth exploring, which is this notion, tell me more about this idea that the number one reason people change is because other people change.

[0:23:31.4] DR: Yeah, it's interesting. Now that this comes from the hard data. This is not theoretical. This is not a direct research. It's from Colorado State University. There's a fantastic department there that – it's a center that's studying sustainability and human change and this stuff that's obviously really important at the moment.

They've been looking at this through lots of lenses, like you're trying to get people to do different things, like put a towel on the bed in a hotel, or – that's the wrong metaphor. It's put the towel in the bath, if you don't want to use it, or put it on the rack if you want to reuse it. Getting people to do that, or getting people to flush the right way with they've got two optional flashes. Now these behavioral things.

Because they're simple, repetitive behavioral things that everyone does, you can collect tons of data and really see what humans actually do. What they find, particularly these kinds of behavioral changes is letting people know that other people are doing this, is much more valuable than giving people some negative motivation, or positive motivation, or – so incentive or threat basically, or anything else that you can do basically.

It's like saying, “Oh, yeah. Other people have been doing this.” 70% of people have been doing this in the hotel, gets a good bump, but 70% of people in this room who have been doing this really gets the highest change. Letting people know that others that are quite close to them in a sense, like socially close, in your network, really does it. That seems to be a really big driver of change.

I think, we correlate that back to the social brain. The brain is wired to think socially before everything else. There's a network for thinking about you and others and how you will interact in the brain. There’s a network for basically animating you. If you're thinking about yourself, a network in the brain animates and it includes all your memories and hopes and all these stuff, right? There's a network for animating other humans. It turns out to be the same network, by the way. Animating you, animating others in the brain, activating this networks, actually the same network.

It turns out, this network is actually on so much, it's – they called it the default network, because it's basically always on, until you switch it off to do a math task, or schedule meeting, or whatever else. This is the background hum of the brain, literally thinking socially. It’s the medial prefrontal cortex, which is the middle of the farad in the brain. It's quite a small network in more ways that’s deeply connected and all this stuff.

Anyway, I digress, but we think social things are so important and social threats are really strong. They feel very salient. Social rewards feel really, really salient as well. In fact, there's lots of studies showing that the strongest threats and rewards, the carrot and stick, are social. The social ones are much more than non-social. That's really what's driving it is people don't want to look bad and they want to look good.

They’re minimizing threat and maximizing reward. Doing that as it relates to status, the sense of status, doing it as it relates to feeling like they're part of an in-group, doing it as it relates to a sense of fairness. These are driving their intrinsic motivations. That's the way we understand it. Other people will explain it differently for sure, but that's how we think about it.

[0:26:47.5] MB: I'm curious, I want you to explore the full SCARF model, which you just touched on a second ago and extrapolate on that idea. Anyway, unpack the notion of the SCARF model, which you touched on some of the components of that and how that interacts with this.

[0:27:01.3] DR: Yeah, for sure. Going back to the point that language gives you an ability to add more, or less salt. In this case, more or less insight, right? Or more or less – language gives you the ability to alter your experience, right? Then one of the biggest things people need to manage in their brain is the level of threat that we experience and other people experience. By threat, I mean, the sense of danger, right?

The brain basically classifies everything into danger or opportunity. Every podcast title that we see, we have a reaction like, “Oh, that's a danger. I shouldn't listen to that. It's going to mess my head.” Well, that's an opportunity. It's a continuum, not binary. There'll be some podcast titles you'll see and be like, “Wow, that's really exciting. I've got to listen to that right now.” Some would be like, “I am never going to listen to that.” Everything's categorized, not just podcast titles, but literally every unit of sound we hear, we have this threat or reward response.

What I wanted to do and I was working on Your Brain at Work 15 years ago. I started working on it. When I was working on it I was like, gosh, managing a threat state is the most important thing for so many people, because basically, threat is inversely proportional to cognition. In other words, the stronger your – particularly, the negative response, the threat response, which is stronger than the positive reward response, but that negative threat response, essentially the stronger it is, the fewer resources you have for good, clear thinking. That's what goes on.

That's what's driving so much dysfunction and unhappiness and everything in the world. I just realized, we needed a language to notice these threats, especially notice them coming. What's the salt and pepper and chili and sour and sweet of emotions, basically. Not everything, but what's the basics that people need to be added, or recognize if they want to intervene?

I was interviewing all these neuroscientist for the book and I started to see a pattern. The first pattern I saw was they're all social. Social was off the charts, more powerful than non-social. Then I kept hearing scientists to say the same thing like, “Wow, we were doing this study and looking at what happened when people had a – ” like the ultimatum game, when they're competing for money.

What we found so surprising was a sense of fairness was even more activating of the reward network than money, or chocolate, or other things, like independent of other variables. Fairness on its own, it was activating the reward network. They were really surprised. Then unfairness was activating the pain network, very similar to physical pain and they're surprised. Anyway, lots and lots and lots of these studies, and what I realized there was some hidden pattern that no one else seen yet that described the biggest, social emotions that were happening.

It took me about three years to find it. Played with a couple different models. In the end, I landed on five ideas, summarized by one word. These five ideas are essentially the five things that create strongest threats and the strongest rewards. They're actually driving human behavior all the time. It's really the – in many ways, it's the neuroscience of motivation, of engagement, of why people do what they do, of the carrot and stick, of so many different things. It's actually a very powerful framework.

Anyways, it spells out SCARF, which stands for status, certainty, autonomy, relatedness and fairness. Status is literally you compare to others, or you compare to yourself in the past, feeling a little bit better than is very rewarding. Feeling a little bit less than is much stronger on the threat side. The threat is always worse. Certainty is ability to predict, that's why we're addicted to these phones. They give us an increase in certainty and so many domains. Autonomy is a feeling of control, or choice. Relatedness is feeling you have shared goals with other people, you're in the same group. Fairness is equity and fairness.

Basically, these are playing out all the time. In situations, we have really strong threats. You generally have four or five of these under attack. If you feel someone's saying that you did the wrong thing and you don't understand it and you have no control and you used to trust them and it's unfair, then you've hit all five and you'll be really upset, until you find a way to maybe find control, or until you find a way to understand it and increase certainty, or until you find a way to see how it is fair, or something else.

Until you find a way to increase one of the domains, it will send you a little nutty. That's going on the back of our mind. We teach this to organizations. SCARF is many of the big tech firms, more than half a big pharma. Many other firms are learning this language and applying it many, many different domains. We're more focused on the organizational context within individuals, although at one point, we may build something for individuals. We've helped over a million managers in the last year be better through understanding this language across the globe.

[0:31:50.3] MB: So fascinating. I love this whole field of research and endeavor. It's really, really interesting. In some ways, bringing in the social element makes me come back to one of my favorite themes or ideas from the book, which was this notion of how do we also – we talked earlier about how we can create breakthrough insights for ourselves. How do we help create breakthrough insights for other people? I think one of the tag lines of the book was help people think better, don't tell them what to do. Tell me a little bit about that.

[0:32:20.7] DR: Yeah. That's quiet leadership, which is the one just before Your Brain at Work. Quiet leadership was a summary of the way we think about coaching people, which is really the generation of insight. For us, coaching is about facilitating having insight. Coaching without insight is advice and rapport and empathy and other things, but doesn't really create change.

What we found is that coaching conversations with insight are dramatically more likely to create real change. You think of insight as just a moment where your brain really changes in a way that releases a lot of energy, you see things differently. What we did for a long time is essentially unpack what's the fastest way to bring people to insight, bring other people to insight. The cliff notes on that is of course, you want to make their brain quiet. It's a little more than that. You want to lift them up to where they're going, not to the problem. You've got to help people be more approach-focused, or positive-focused, or positively focused.

Again, that increases the chance of insight. That's one of the principles, be positive-oriented. You want to lift their thinking up to more abstract than concrete stuff, because concrete's quite noisy, abstract is quiet. You want to ask people questions that essentially make them reflect. Ask questions that have people quietly look inside their thinking. That's the summary. There’s a lot more to it.

If someone says to me, “Hey, I'm really stuck on this project.” I'll say, “What's your goal?” They'll be like, “Oh, I don't know. I don't know what my goal is. I'm just stuck. Let me think about my goal.” They'll reflect for a minute and they'll come back and say, “Oh, I guess I need to build this relationship better.” Suddenly, they're on the right path. I'm like, “Oh, is there a model for how good you want this relationship to be? Is there a relationship with someone else that is the quality you want?” They're like, “Wow, that's a really interesting question. I never thought about that. Let me think about it.” Then suddenly, they'll have an insight, right?

Asking questions that make people reflect is the heart of it. Not digging into the problem. It’s so tempting to dig into the problem, or dig into the details. What you want to do is get people to think about their thinking. Don't dig into the problem, don't dig into details, get people to think about their thinking. That's the big messaging in quiet leadership and the way to generate insight in others most powerfully.

[0:34:29.3] MB: The idea of, and this is a tool that I've sometimes heard called are called Socratic influencing. The suggestion of asking people questions to make them start to reflect and think about their own – think about where they are, think about their own thinking as you put it is so powerful. It's almost inception, where you plant the idea in somebody's head and then they realize it themselves, as opposed to you trying to convince them.

[0:34:54.0] DR: Yeah. Yeah, for sure. It's also, we need to build a mental map of something to act on it. Anything, we're going to take act action on, we've got to see it in some way and to be committed to it. You've got your map of how exciting an idea is, but they need their own map.

I took a photo years ago when I was visiting New York for living here with two guys in Central Park with a sign up and a couple of chairs. It said, “Free advice.” It's a really funny picture. We all want to give free advice people. Come to us with problems and we just got to give free advice.

That advice invariably is much more about the giver than about the person and what they really need. Someone tells you their problem and you just map onto what your brain would do, given your history and motivations and everything else, because it's a real crapshoot, whereas, insights are often very personal and very unpredictable. What we actually need to do is very hard to just guess at. The individual brain needs to solve it much more.

[0:35:53.4] MB: Touching on this idea of turning insights into action, how do we start to actually do that?

[0:36:00.4] DR: Yeah, it's interesting. My kids just bought some arugula. I call it roquette. It's actually the correct term, I believe. In Paris, they call it roquette. Here, it’s called arugula. Really is amazing, it's really hardy once it's grown. It grows like crazy, it grows really well. It's fantastic in salads. You can get a little – a square foot of arugula in a garden would give you enough for a salad every day for months. It's great. When it first starts growing, if you've – if you plant seeds, you need to water it every single day. If it dries out, it's just not going to make it.

I think, habits are like this. Whatever that habit is you try to work on it, they’re a lot like seedlings in that they'll take hold. Once they take root and they're dug in a bit, they're great. They'll take hold. The first a few days especially, or the first week or two of a new seedling is like the first time of a new habit, is you've got to water it every day. Now watering in the brain means paying attention. Attention grows connections. How do you grow connections every day? It’s like, set an alarm where you're going to spend one minute making a note about what you noticed about this habit. Set an alarm for that. Ask a person to check in with you. Do something that has you be reminded.

The other thing is that the positive social pressure of learning things with others is very powerful. Go back to do learning with people and it makes you keep paying attention. When we roll out big learning initiatives in organizations, we'll design content that people managers will take their teams through, so that the team can support each other, versus putting people into training. What we find is that the social pressure of learning something together in little bites over time is fantastic. It's huge compared to just going in a classroom one-off. It's really this watering effect of being around people that you learn stuff with every day. You're constantly reminded of what you learned and it provides some real accountability there.

[0:38:03.9] MB: The book came out almost 10 years ago. I know you have a revised edition that's coming out soon. What's changed and what's remained the same?

[0:38:13.0] DR: Yeah, it's really interesting. I was quite anxious going into the revision like, “Oh, my God. I'm going to have to rewrite a ton.” The book’s extremely simple on one level, but simplicity is hard. It took me four years to write it. I threw it out and started completely again four or five times, like started from scratch, because I just wasn't happy with how it was working. It's very hard to do. The book is very simple. It's the story of one day for two characters and there's a take one, where they mess up and then the scientist explain why they messed up. Then take two in each chapter, where you see what they would do if they understood their brain better.

Then as you go in to the next chapter, there's another scene between different people. It's a story across the day; a bit like sliding doors of different scenarios, but with the science explaining it. I was really anxious going into it like, “Oh, my God. I’m going to change science. It's going to unravel all this stuff. It's going to make it impossible.”

What I found was very little on the science side that needed revising. I mean, there's definitely been a couple of things that are interesting tweaks. We know more self-regulation, but a lot of it is inside baseball and the general observable instructions for people are not that much different. Didn't find any huge, enormous things. There’s a lot more studies illustrating the SCARF model, which is in the book, a lot more studies explaining status and autonomy and fairness.

I was able to add studies, but not to the science side. What I did find that was surprising and a bit unsettling is when I wrote the book, it talks about an epic of overwhelm. To be honest, looking back 10 years, pretty much anyone that would read this book now would say, “Oh, my God. I wish that the world that had that level of epidemic,” because where we are now is some next-level stuff. When I wrote it, it was all about e-mails and the fact that BlackBerrys were destroying the brain and all the stuff.

Now we have smartphones where it's not just e-mails, it’s social and it's Instagram, it's obviously accessible movies all the time with Netflix and streaming. It's LinkedIn with constant networking, job searching, it's eBay online with – There's so many things you can do constantly all the time that are much more fun than what you might do in your day job, or everything else. It's a huge distraction and people's brains basically need the book much more than they ever did.

The main changes were the level of chaos that's happening and just, we don't really use BlackBerrys much anymore and just the kinds of issues that people were facing. Yeah, the revised edition just feels much more relevant. What I found in writing, it is the book’s more relevant than it's ever been. That was the cliff note.

[0:40:46.8] MB: I couldn't agree more that today's world, the epidemic of overwhelm has increased exponentially.

[0:40:54.0] DR: Yeah, I know it has.

[0:40:55.9] MB: You touched earlier on this notion of driving change in organizations at any scale. We shared some of those lessons. Are there any other key themes, or ideas that you've learned or come across recently in looking at how do we really create organizational change at all kinds of different levels of granularity?

[0:41:16.3] DR: Yeah, it's a big topic. It's a really, really big topic. I mean, we think there's three kinds of work to do, make things a priority, build real habits and then install systems that support those habits. Most organizations are pretty good at the first step, the P, the priorities. Somewhat okay, like give them a C-grade on a – a B-grade on the priorities, that's maybe a C-grade or B to C on the systems. An F on the habits. They're just terrible at actually giving people tools and processes that actually build habits the way the brain digests habits, or not digest, but the way that the brain – the way that habits get actually built.

Pretty much, we ignore human learning science and brain science when it comes to learning and we just throw stuff at people and hope it sticks. A lot of the work we're doing is about working out the fewest possible habits people need in any domain, putting them off in this two or three, putting them in the right order and then working out how to teach them to everyone all at the same time using all sorts of technologies.

We’re somewhat technology neutral, but we're looking at what is the right stuff for people to be doing and how do we get everyone doing that at the right time? Whether that's around having a growth mindset, which is a lot of what we're doing, or it's around being more inclusive, right? Or it's actually about having more insights.

These are some of the big priorities for companies right now. In any of these domains, what you've got to do is make it important, but then you've got to give people the right habits to work on just a few and you need people working on one at a time, then preferably everyone at one. That's the way we're thinking about it and we were able to get some really exciting results where we can work with 10,000 employees the same month around the world all at the same time and see 75% to 95% of them all now doing something very different every week. This is without training programs. This is some really different thing.

We're really following the science and experimenting with this idea of a few habits one at a time in social situations all at the same time. We're experimenting with ways of doing that and getting some extraordinary results. My day job is heading up the NeuroLeadership Institute and we're scientists at the core there, we're working with 30 of the top 100, but we’re constantly experimenting and learning. It's a fascinating thing.

I will just put a plug in and say we're hiring all around the world, particularly in the US, but anywhere in the US, we’re New York based, but anywhere in the states, but also in Emir and AIPAC and many places. We're hiring folks who love this space, ambitious, really smart. We're about 200 fulltime people now and growing fast. Just throw that out there as well. NeuroLeadership.com is the website. NeuroLeadership.com. Or just look up DavidRock.net and you'll see more about me and you'll see some links there.

Organizational change is broken. 30% of change initiatives out there in the wider world succeed. Most of the reason they don't succeed is a failure to change human habits. We're trying to change that.

[0:44:15.2] MB: Another fascinating statistic that only 30% of organizational change initiatives succeed, because they're not paying attention to psychology and habits. For people who are listening, obviously besides checking out the book and we'll provide another opportunity in a second to share some places where people can find you and all these resources, what would one activity, or a piece of homework be for listeners to start down the path of concretely implementing some, or one of the themes and ideas that we talked about today?

[0:44:44.3] DR: I mean, stop building language. This language should be one habit at a time. I don't want people to think I'm trying to sell you my book. I'm not. I make, I don’t know, 5 cents or something if you buy it. It's not a big deal. A lot of the stuff in my book is actually available in blog form. You can just read and share. I've got a blog at Psychology Today, so just look up David Rock Psychology Today.

What I’d say is look through all the different posts and find something that your brain is really curious about and go and work on that. Again, even if it's one or two other people, talk to people about it, rather than work on your own. Find something you want to work on around improving your brain. There's some other great writers in this space as well, but certainly, I’ve tried to make the language really simple and sticky.

Find something to work on. Maybe it's insight, maybe you just want to work on keeping your brain quiet in the morning. Try that. Track the data. Maybe try it for two weeks and see how many big ideas you have. See how many productive hours you have. Try and track the data much you can of what happens when you do this. Then maybe go back to your old way and see what happens. Track the data.

The insight stuff is great. Certainly, understanding SCARF, learning about SCARF can be super powerful as well in terms of managing your own and other people's mental state.

[0:45:56.0] MB: David, for listeners that want to find you, your work, the book, etc., online, can you share again what is the best place for them to find you?

[0:46:02.2] DR: Yeah, for sure. DavidRock.net is my personal website. It's got, so very stuff I'm involved in. NeuroLeadership.com. N-E-U-R-O, so neuro like brain leadership, one word. NeuroLeadership.com is the organization. There's also a blog called Your Brain at Work. It's in the NeuroLeadership site now, but you just look up Your Brain at Work, you'll find a blog and there's tons and tons and tons of things that we've been writing about in that space. That's a good resource.

I also run a conference each year. It's the world's-leading research conference for practitioners. It's really a roomful of 800 change agents from all walks of life, who want to follow the science of change better. That's in November, the 19th and 20th of November in New York. You can also stream that for free. Some of the biggest sessions. Anywhere in the world, I think we have over 20,000 folks streaming that. 19th and 20th of November in New York City, or free online. It's called the NeuroLeadership Summit. It's where we release new findings about all sorts of important topics around organizations today. Yeah, lots of resources.

Then yeah, my book Your Brain at Work on Amazon, obviously everywhere else. If you're interested in the organization and what we're up to, potential jobs, there's a careers – just look at careers in NeuroLeadership.com and you'll see that there.

[0:47:17.0] MB: Well, David. Thank you so much for coming on the show, for sharing all these insights and all this wisdom with the listeners, some really, really interesting points and ideas and tactics.

[0:47:26.3] DR: Yeah, thanks for the interest. Lots of good ideas here as well as we're speaking. Thanks for the interest in the work. Appreciate it.

[0:47:31.2] MB: Thank you so much for listening to the Science of Success. We created this show to help you our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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Don't forget, if you want to get all the incredible information we talked about in the show, links transcripts, everything we discussed and much more, be sure to check out our show notes. You can get those at successpodcast.com, just hit the show notes button right at the top.

Thanks again, and we'll see you on the next episode of the Science of Success.

September 26, 2019 /Lace Gilger
Focus & Productivity, Influence & Communication
JessicaLahey-01.png

Are You Worried About Your Kids Failing? You Need To Listen To This Talk with Jessica Lahey

May 23, 2019 by Lace Gilger in Influence & Communication

In this episode we discuss the important difference between competence and confidence and look at the dangers of focusing too much on building up your self esteem. We explore the “gift of failure” and why, sometimes, it’s better to let children fail than to try and make them feel better. We learn why frustration is a vital and important piece of the learning process, why we must consider the inevitability of failure, and we uncover “one of the most powerful teaching tools” you can use to learn, grow, and improve with our guest Jessica Lahey. 

Jessica Lahey is a teacher, writer, and author. She is an expert contributor for The Atlantic and the New York Times, and is the author of the New York Times bestseller, The Gift of Failure: How the Best Parents Learn to Let Go So Their Children Can Succeed. She is also a member of the Amazon Studios Thought Leader Board.

  • The trajectory of parenting today into “overparenting” is dangerous and worrisome 

  • Propping up kids self confidence and telling them how wonderful they are has done children a serious disservice 

  • Kids today are more anxious, less interested in taking risks, less interested in learning, and less interested in being brave. 

  • Lots of kids today feel confident about their abilities - but don’t at all feel competent. They don’t have any experience trying and screwing things up and learning how to do things better. 

  • Confidence doesn’t go very far in the classroom. 

  • There has been a big drop-off in interest in learning, motivation for learning, and self awareness - all because of the self esteem movement

  • Today - we live in a world of “empty, optimistic confidence” 

  • The problem with telling kids they are smart or gifted doesn’t make their confidence or self esteem go up, it makes their self esteem go down. 

  • When the vision of them being super talented doesn’t match up with their reality - having struggles and problems, which are inevitable - the disconnect creates serious problems for kids and erodes their trust in their parents. Kids become confused. 

  • At an early age - turn it around and ask your kids “What do YOU think?” Instead of just telling them they are brilliant. Help them build an internal compass for quality. 

  • To succeed - kids must be able to take feedback.

  • It never gets easy to withhold praise from your kids and give them real feedback - but it’s vitally important. 

  • Ask your kids “Why does this mark progress for you?” If they are excited about something? “Why is this better?” “Why do you think this is an improvement on what you previously did?"

  • Emphasize the PROCESS over the END PRODUCT in what you praise 

  • How do you deal with the difficulty of wanting to shower praise and love on them - but holding back? 

  • Focusing on process over product is a great way to diffuse and help anxious kids. 

  • 90% of kids feel like we love them more when they bring home high grades. 

  • The dangers of “outcome love” or “performance love” and why its highly destructive to kids on an emotional level

  • Focus on the process of what went into it - and help your kids focus on that. 

  • When your kids fail - that’s not the end point, thats the starting point for learning. 

  • Process oriented language:

    • “What are you learning here"

    • “How can you do better next time?"

  • Are you a parent listening to this who says “but I really do care about results, I care about grades” not this other BS - what should you do?

  • How can we redesign our schools and learning system to focus on mastery instead of cramming and playing games?

  • Kids feel like they can’t take to their parents when their parents become super fixated on grades. 

  • Focus on the long term - how do you want to shape your kids in the future? Not just this one particular grade or issue. 

  • Be an “autonomy supportive parent” and focus on preparing your kids to handle this particular challenge or problem NEXT TIME not just this immediate moment or problem

  • How do we focus on skills and mastery instead of opaque and unhelpful letter grades 

  • Humans are really bad at “meta cognition” - knowing what we do KNOW or don’t know 

  • A low stakes formative quiz can help you get a sense of where your skills ARE - and thus a starting point to learn from. 

  • Should you let your kids be frustrated? 

  • Why frustration is a vital and important piece of the learning process. 

  • Support your kids frustration and let them learn to direct themselves. 

  • Everyone hate’s having their kids being frustrated - and wants to just give them the answers - but that’s horrible for learning. 

  • What is “desirable difficulty?” And why is it “one of the most powerful teaching tools” we have?

  • Kids who can’t be frustrated fall apart whenever they face difficulty. 

  • Overparenting renders your children helpless and incompetent, especially when it matters most. 

  • The way to overcome learned helplessness is to give your children autonomy and control 

  • 3 Keys to Thriving Kids 

    • Autonomy

    • Competence

    • Connection 

  • How do we foster competence instead of false confidence in our children? 

  • Give your kids more choice, more autonomy, more control over the details of their lives

  • It’s so important to move beyond other’s thoughts and expectations to really create real change

  • The reality is that failure is inevitable - and it's very dangerous to make our kids brittle in the face of a difficult and challenging world.

  • Homework: Get in the mindset of Process over Product, Long Term over Short Term. 

  • Homework: If you’ve been doing too much for your kids, give them an opportunity to do more - “I think I’ve been underestimating your - starting today you can do do X for yourself.” One instance could be giving your kids autonomy over when, where, and how they do their homework. With CLEAR expectations and CLEAR consequences. 

  • It’s not that we abandon our kids, it's that we give them the room to figure it out for themselves instead of fixing every problem for them. 

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Want To Dig In More?! - Here’s The Show Notes, Links, & Research

General

  • Jessica’s website

  • Jessica’s Podcast: #AmWriting with Jess & KJ

  • Jessica’s LinkedIn

Media

  • [Wiki Article] Learned helplessness

  • [Article] NY Times Book review of “Gift of Failure”

  • [Article Directory] Articles written by Jessica for The Atlantic

  • [Article] NPRed - The 'Overparenting' Crisis In School And At Home by Anya Kamanetz

  • [Article] Washington Post - “The big problem with rewarding kids for good grades and punishing them for bad ones” by Jessica Lahey

  • [Article] Lifehacker - “The Stinky & Dirty Show' Teaches Kids to Ask, 'What If?” by Michelle Woo

  • [Podcast] Art of Manliness - Podcast #381: The Best Gift You Can Give Your Children Is Failure

  • [Podcast] The Hidden Why - 381: Jessica Lahey – The Gift Of Failure, Motivation, Parenting, Resilience, Writing & The Art Of Work

  • [Podcast] RichRoll - Episode 282: Jessica Lahey on the Gift of Failure

  • [Podcast] Tilt Parenting - Ep 88: Jessica Lahey talks about the Gifts of Failure for Our Kids

  • [Podcast] Edit Your Life Show - Episode 110: Untangling Overparenting

Videos

  • Jessica’s Youtube Channel

  • Jessica Lahey SXSW EDU Keynote | Teaching the Gift of Failure

  • Microsoft Research talk - The Gift of Failure: Fostering Intrinsic Motivation and Resilience in Kids

  • HarperBooks - Jessica Lahey on The Gift of Failure

  • Avenues Speaker Series - Jessica Lahey: The Gift of Failure

  • The Brainwaves Video Anthology - Jessica Lahey - The Gift of Failure

  • Discussing a specific example - “Letting Your Kids Make Their Own Mistakes Jessica Lahey”

Books

  • [Book] The Gift of Failure: How the Best Parents Learn to Let Go So Their Children Can Succeed by Jessica Lahey

  • [Book Site] Gift of Failure - Book page on her website

  • [Book] Why We Do What We Do: Understanding Self-Motivation by Edward L. Deci and Richard Flaste

  • [Audiobook] Under Pressure: Confronting the Epidemic of Stress and Anxiety in Girls by Lisa Damour Ph.D.

  • [Book] On Being 40(ish)  edited by Lindsey Mead (Jessica one of 15 contributing authors)

Misc

  • [SoS Episode] The Scientific Secrets of Perfect Timing with Daniel Pink

  • [SoS Episode] Research Reveals How You Can Create The Mindset of a Champion with Dr. Carol Dweck

  • [Faculty Profile] Clark University - Wendy S. Grolnick, Ph.D.

Episode Transcript

[00:00:04.4] ANNOUNCER: Welcome to The Science of Success. Introducing your host, Matt Bodnar.

[00:00:11] MB: Welcome to the Science of Success, the number one evidence-based growth podcast on the internet with more than 3 million downloads, listeners in over a hundred countries.

In this episode, we discuss the important difference between competence and confidence and look at the dangers of focusing too much on building up your self-esteem. We explore the gift of failure and why sometimes it’s better to let children fail than to try and make them feel better. We learn why frustration is a vital and important piece of a learning process. Why we must consider the inevitability of failure and we uncover one of the most powerful teaching tools that you can use to learn, grow and improve with our guest, Jessica Lahey.

I’m going to tell you why you’ve been missing out on some incredibly cool stuff if you haven’t signed up for our email list yet. All you have to do to sign up is to go to successpodcast.com and sign up right on the home page.

On top of tons subscriber-only content, exclusive access and live Q&As with previous guests, monthly giveaways and much more, I also created an epic free video course just for you. It's called How to Create Time for What Matters Most Even When You're Really Busy. E-mail subscribers have been raving about this guide. You can get all of that and much more by going to successpodcast.com and signing up right on the home page, or by texting the word SMARTER to the number 44222 on your phone.

If you like what I do on Science of Success, my e-mail list is the number one way to engage with me and go deeper on what I discuss on the show, including free guides, actionable takeaways, exclusive content and much, much more. Sign up for my e-mail list today by going to successpodcast.com and signing up right on the home page, or if you're on the go, if you're on your phone right now, it's even easier. Just text the word SMARTER, that's S-M-A-R-T-E-R to the number44-222.I can't wait to show you all the exciting things you'll get when you sign up and join thee-mail list.

In our previous episode, we discussed how you can get smarter in a complex and complicated world. How do you deal with confusing and difficult situations? How do you work through some of your life’s most complex problems? In a world of accelerating change, how do you accelerate the quest for wisdom and creativity? We shared a simple, powerful solution that you can use to handle to complexity in our previous interview with our guests, David Komlos and David Benjamin. If you want to finally understand how to deal with complex and confusing situations, listen to our previous episode. Now, for our interview with Jessica.

[00:03:14] MB: Today, we have another awesome guest on the show, Jessica Lahey. Jessica is a teacher, writer and author. She’s an expert contributor for the Atlantic and The New York Times and is the author of the New York Times bestseller, The Gift of Failure: How the Best Parents Learn to Let Go So Their Children Can Succeed. She’s also a member of the Amazon Studio’s Thought Leader Board.

Jessica, welcome to the Science of Success.

[00:03:38] JL: Thank you so much for having me.

[00:03:40] MB: Well, we’re super excited to have you on the show today. I really enjoy a lot of the topics that you speak and write about and I can’t wait to dig into a number of these different themes and ideas.

[00:03:52] JL: I love talking about this stuff. So this makes me very happy too.

[00:03:55] MB: Awesome. Awesome. Well, I’d love to start out with the starting point of much of this, which is the self-esteem movement and how maybe it was a little bit misguided.

[00:04:05] JL: Yeah. So it actually matches well with my starting place for all of these, and I’ve been a teacher for over 20 years now and have noticed how the trajectory of parenting into this sort of whatever it is you want to call it, the snowplow, lawnmower, black hawk, whatever you want to call it, over-parenting, and this whole we need to tell our kids constantly how wonderful they are so that we can prop up their self-confidence as much as possible so that they can go off to school feeling like they have this beautiful force field of wonderfulness around them that nothing can ever destroy.

It’s really done our kids a disservice, and I was finding in my classroom that the kids were more anxious, less interested in taking challenges and risks and less interested in being brave and less interested in the learning, which was a real – Obviously, as a teacher, that’s sort of where the rubber really hits the road for me. Lots of kids were feeling confident about their abilities because they’re being told constantly how wonderful they are, how talented and gifted they were, but weren’t feeling at all competent. Weren’t feeling like they had any experience trying and screwing stuff up and learning how to do it better to really back up that sort of empty optimistic confidence that they were carrying around with them.

As a teacher, the problem with that for me is that as a teacher, confidence doesn’t really go very far in the classroom. Competence is where kids really start to feel good about their work and good about their abilities. So when I have these kids where we’re just chronically afraid, chronically nervous, chronically afraid to take challenges, I really noticed a big drop-off in their interest in learning, their motivation for learning and their sense of their own abilities. At its best, education works as a really great team, a great partnership between home and school, and that partnership was starting to deteriorate as well I think because of some of the animosity that teachers were feeling for parents for setting that system up and then for parents were feeling for teachers, because as the stakes get higher, I think some of the parents were viewing us more as the enemy instead of an ally to work with towards their kids learning.

[00:06:25] MB: I love this phrase that you said, empty optimistic confidence.

[00:06:31] JL: Yeah. The problem is – So there’s this great research that shows that we seem to think that if we just tell our kids over and over again how wonderful and talented and gifted and all that. I make the joke of saying things like, “You just fell out of the womb, good at math. Therefore, math just comes so easily to you.”

The problem with telling kids things like that, especially kids who are struggling, is that that doesn’t make their confidence go up. That doesn’t make their self-esteem go up. With kids in particular who have really low self-esteem, who are struggling in school, it makes their self-esteem go down. Because when our purported image of our kids, of them being so incredibly talented and everything should be easy for them, when that thing we’re telling them, that vision of their lives that we’re telling them about doesn’t match what they’re actually experiencing at school, which is naturally having problems, understanding things, running into obstacles, finding new concepts difficult, which is how it’s kind of supposed to work. They start to not really trust our judgment, number one. Number two, they start to feel really bad about themselves and they start to be confused about which reality is they’re supposed to trust. The one in which they’re good at everything right away or the one that they’re actually experiencing in which some things are difficult for them. That’s a difficult place for a kid to be on an emotional level.

[00:07:58] MB: I didn’t even think about the angle of eroding your own trust and credibility when the perspective of the world that you’ve shared that they’re these gifted, talented, amazing individual doesn’t match up.

[00:08:12] JL: Well, it’s not even when we do that. I mean, when you have really little kids and they’re constantly showing the pictures they drew or the things they’re working on, the things they’re making and they’re like, “Mommy, daddy, look at this. What do you think? What do you think?” One of the best things we can do is turn it around and say, “Well, what do you think?” Because that constant sort of, “I do this all the time. I think what my kids do is just brilliant,” especially as they get older and they’re starting to be able to do things that I can’t do. I just I’m in awe of their abilities and I want to say constantly how talented and brilliant and amazing they are, but the problem with doing that too much is that they start to not believe us, because they know. We’re their parents. We’re supposed to think everything that they do is wonderful.

So if we were to turn it around and say, “Well, what do you think?” from a very early age, then we can help our kids come up with some sort of internal compass for good quality work as supposed to just sort of assuming that everything we’re going to say is that they’re great. You can see there’s this moment. It happens often in kindergarten actually, when kids will start showing us crap just to sort of test their theory of how we’re going to respond to it. If they start showing us stuff that isn’t their best work and we rave about it when they show us some, “Here’s a scribble on a paper,” and we rave over and put it up on the refrigerator. That’s not doing them any favors, because now there’s that distrust that can happen, but also they’re not really developing their own compass of quality, their own, “Huh! This is my best work,” or “Oh no! That’s not my best work. This was a scribble I made.”

It happens even in high school. I have kids do it with poetry all the time. They sort of think poetry – I’ve had students pull practical jokes on me where they’ll write down something they dashed off right before class and they expect me too ooh and ah over it because it’s incomprehensible and, therefore, wonderful. Sometimes the jokes works and sometimes it doesn’t, and I think that kids who have that sort of true north about their own abilities are going to be a lot more resilient, are going to have a lot more sense of actual real competence as supposed to this empty sort of optimism that the people around them will love every little mark they put on a piece of paper. We have to help them with that, because in order to become better writers, they have to be able to hear edits. In order to become better artists, they have to be able to hear feedback about their work. Again, we’re not doing them any favors when we don’t give them any of that constructive feedback and just continue to tell them that they’re the most talented creature that’s ever come down the pipeline.

[00:10:54] MB: How do you deal with the difficulty of wanting to shower praise on them and tell them how amazing they are, but holding that back or channeling that into something else?

[00:11:05] JL: Again, as I said over and over again, I do this all the time. This is a challenge for me all the time. My son right now who’s 15 is in the process of learning how to produce and create digital music, and he’s using these software programs that I don’t even understand how they work. Of course, I’m in awe of the situation. As he gets better and better at it, I’m not that great of a barometer for him. I can’t really tell when one thing is better than another.

So I ask him, he created something last night that I of course listened to and thought was brilliant and thought my kid was the most amazing thing that had ever dropped from the heavens. But I asked him to tell me why this marked progress for him, because he was explaining to me as a sort of a breakthrough for him and rather than just listening to it and telling him, “This is great.” I asked him to scribe to me why he felt this was better. Why he thought this was an improvement on what he was doing last week that I thought was great too.

That emphasis on process over end product is going to – It’s so powerful in so many ways. I mean this really gets back at – This sort of is tied in to the work of Carol Dweck, with Mindset. This is tied into that idea of if we’re constantly talking about the learning, then our kids will actually believe us when we tell them things like, “You know what? What I really care about is that you’re learning,” as supposed to what most kids tell me is that they know that that’s BS. That what their parents really care about is what grade they bring home.

So I’d much rather have a really useful discussion where I actually learn something and my kid can actually explain to me what he’s doing where I say, “You know what? This sounds fantastic to me, but explain to me what it is that you think makes this special.” In doing that, he has to come to terms with, “Well, is this actually something new and special or is this something – Here’s what I’m proud of.” That focus on process over product is great.

The other nice thing is I get a lot of questions about – When I’m out on the road, about kids that are highly anxious. Kids that are highly perfectionist, and therefore can get like paralyzed in their own fear of looking foolish or looking stupid. Focus on process over product is an amazing way to defuse really anxious kids, really perfection-oriented kids, because they’re naturally focusing on the difference between that 98 and that 96. They want to freak out over those points. But if we’re constantly pulling it back to process over product, we can help diffuse that.

The other thing we can do that it’s great for is one of the big things kids tell me, and I got to write about this recently for the Washington Post, is that feel like we love them move when they bring home really high grades and love them less when they bring home low grades. In fact, I ask this question all the time of kids when I’m out speaking at schools, and around 80% of the middle school students tell me that they really believe that their parents love them move when they bring home high grades and less when they bring home low grades. In high school, it’s about 90%.

So the messages we’re sending to kids are, “What I care about is the end result, not necessarily how you got there, because that grade is all important to me.” So when we praise them or love them just based on their performance, that’s called outcome love. It’s called withdrawal of love based on performance, and that’s a highly destructive thing to do to kids on an emotional level.

So whenever we have the ability to focus on process even if it’s a low grade. The difference between a test that’s an A and a test that’s an F on an emotional level for me, well, the F stinks and the A is fantastic. But what I can do is say to my kid, “Well, what did you do to get that grade?” or “What went wrong that you’re going to leave behind and what are you going to do next time to improve? Have you talked to the teacher? Did you get any feedback? You say your friend got an A on this and you got an F. Well, what did your friend do that you didn’t do and what did you do that your friend didn’t do? Did you get enough sleep the night before? What did you have for breakfast?” All of these questions about the process can, number one, help our kids believe us when we tell them that what we really care about is learning. It can help focus their attention back on the learning and less on the end result and it can bring everyone’s focus back to what’s really important, which is when you screw up, when you fail at something, that’s not the end point. That is the beginning point for your journey towards what you’re going to do next time to do better.

When we just pay lip service to that, kids get it. They know that we’re full of crap. So if we can just focus all of our language around what are you learning here? How are you going to do better next time? What did you do here? What are you not going to do? What are you taking forward view? How are you going to be better next time around? That process-oriented language, it’s a way to solve a whole lot of problems at once.

Sorry for the big, long rambling answer, but that whole focus on process over product is such an important element of helping kids stay immersed in the learning as supposed to getting so focused on the end result. If anyone who’s ever watched Dan Pink’s TED Talk or read Dan Pink’s Drive or read Edward Deci’s Why We Do What We Do: The Science of Self-Motivation, anyone who’s read any of that stuff knows that extrinsic motivators, motivators that come from outside of us like grades, points, scores, threats of punishment, promises of rewards for good performance at school. All of those things are really terrible for human motivation. What actually works for human motivation is being immersed in the learning for the sake of the thing itself. So anytime we can take that focus off of the grades, we’re doing our kids a huge favor.

[00:17:02] MB: I want to dig into the difference and deeper into this idea of extrinsic versus intrinsic motivation. But before we do, for somebody who’s listening to this who’s a parent who’s thinking or saying to them self, “But I really do care about the results. I care about the grades. Not this other stuff.” What would you say to them?

[00:17:21] JL: Of course, we care about that stuff, because unfortunately we have made – Our society has made those grades all important for colleges, for scholarships, for all kinds of things. I’m happy to report – I’m really optimistic right now, I have to say. There aren’t a lot of super optimistic people in education right now, but I’m one of them. Where more and more, there are schools moving away from A through F grading, which is a really – It is such a blunt instrument. Such an insufficient instrument for keeping the focus on learning and moving towards things like standards-based grading, moving towards a system that actually works for helping kids achieve master as supposed to being really game players and cramming and regurgitating and that kind of thing.

So my advice to parents, anytime you hit one of these difficult moments where you really need to step back from that A versus that F is to say to yourself, “Okay, take a breath.” This parenting this is a long term process. It is not our success or failure. Our kid’s success or failure is not built out of these small moments. It’s in these emergencies. It’s built in the moments when we can step back and say, “Okay, what do I want my kid to be able to do six months from now? Do I want my kid to be able to go talk to the teacher? To think about the fact that maybe pulling an all-nighter wasn’t the best approach. Maybe that getting some more sleep was the best approach. Maybe I want my kid to be able to just develop better study habits.”

Where I think I hear that all the time from parents too, and the best way to do that is to constantly talk about what went wrong here. How to do it next time, and we have to keep that long-term focus on parenting, long-term focus on where we want our kids to be a month down the road, six months down the road, a year down the road, as supposed to allowing our freak out over this emergency in front of us to really dictate the communication with our kid.

Unfortunately, what ends up happening with kids, and they talk to me about this all the time, that they feel like they can’t talk to their parents anymore, because the parents are so fixated on the grades that they say, “I can’t talk about this stuff with parents because I know it’s going to deteriorate into a, “But I know you can do better kind of conversation, and they just don’t hear me when I tell that I need support, or I’m doing my best and I need to seek extra help from the teacher, or I need your support in order to help me get over this fear I have of screwing up, a fear that’s incapacitating kids, because they’re so freaked out about looking smart, externally looking smart and making it look effortless. Not just that they’re smart, but that it’s easy, like you can’t break a sweat. That is the stress that’s really paralyzing kids, making kids unlikely to take the challenge problems, or raise their hand in class, or ask me for extra help, or ask their friends for extra help, or ask their parents for extra help. Because they don’t want to be perceived as anything other than perfect. That’s just handicapping kids all over the place.

So focus on the long-term over the short-term. Take a breath. Think about not today, but where you want your kid to be next time. I think that’s, for me anyone, one of the best things I do, because it just sort of diffuses that feeling of urgency and that feeling of, “But I have to fix everything right this very second.” It also diffuses for me those moments when I want to do too much for my kid, when I want to deliver the forgotten homework to school, or take the cleats to school because my kid forget them at home.

When I take that breath and I think about, “Okay. Well, yeah. He’s 15 and he forgot his cleats today.” But I really would like is, “When he’s 15-1/2, I don’t have to think about his cleats anymore. It’s not my responsibility anymore, because in a few short years, I don’t get to be there to clean up for him. So I have to think more long-term and a half to resist that temptation to step in and do for him to be what’s called a directive parent. Instead, to be what’s called an autonomy supportive parent, where I help my kid come up with solutions for next time.” So that focus on next time, that focus on long-term. That gets me out of a lot of problematic moments.

[00:21:44] MB: So many different things I want to unpack from that. To start, without going super deep down this rabbit hole, I’m curious. You touched on this idea that the school system is starting to redesign some of the learning systems to focus around mastery instead of focusing on, as you called it, game playing and cramming, which I think is really interesting. Could you give me just a hint of an insight into what some of those solutions are?

[00:22:07] JL: Well, there’s actually even more than that. I mean, I think schools are really starting back with the idea of professional development. For so long, professional development, the training that teachers do just to keep up to speed on what works and what doesn’t work in education. For a longtime, professional development, it just stank. There really wasn’t a lot of evidence happening. There was a lot of, “We’ve always done it this way. So we’ll just continue to do it this way kind of thinking.”

As we begin to learn more and more about what really works for learning with the advent of functional MRIs, where we can look inside brains as they’re learning and actually see what works and what doesn’t. We’re learning so much about what works in learning, and that’s my favorite thing, is to talk to the researchers who are really doing this frontline research, looking at people’s brains and figuring out what works and what doesn’t. So there’s more of this sort of learning in the brain information leaking into professional development. Thank goodness.

So some of the things that are starting to happen are, for example, this focus not on grades, and A through F grading was never intended to be a measure of learning. Actually, the origin of grades themselves was as a socioeconomic sorter. It was the way you would seat kids in your class according to their socioeconomic status and how much you needed to pay attention to each kid. So the A’s were in front and the F’s were in the back. So that A through F grades.

If you think about it, as a parent – I have two boys myself. As a parent, I would much rather if – Let’s say my kid gets a B on a report card. I don’t know what that means. I don’t know what he’s learned. I don’t know what he hasn’t learned. I don’t know what he can and can’t do. But if I get what’s called a standards-based report card, which is a listing of all the skills, for example, that a kid needs to know in a given year, and that could be based on the common core standards. That could be based on some edited version of the common core standards that a school chooses to come up with on their own. It’s just a list of skills that a kid should be able to master by a given year.

So if I know for example that my kid can add two fractions with the same denominator, but can’t add two fractions with a different denominator, then I know that’s a skill he needs and I can look at these list of skills and say, “Okay, he can identify a noun but doesn’t know what a verb, and he has no idea what an adverb is, but he can tell me what a pronoun is.” That kind of thing, that’s information. As a parent, I want information. I don’t necessarily want this B, this representation of whatever it is based on the teacher, based on the material, based on the grading system and all of these other things I can’t know. So that system, standards-based grading.

There are a lot of school that are trying to move in a direction of measuring mastery. Some of them I’m more excited than others. I won’t go into all of that. But on the other hand, we’re also doing these things. Teachers are beginning to understand the difference between what’s called a formative assessment and a summative or accumulative assessment.

Formative assessment are incredibly powerful, because they allow me on a daily basis to check in with my students and know where they all are in relation to the material that I’ve been teaching. So if I go into my classroom and yesterday I taught about – In Latin class, I taught about the difference between the nominative case and the accusative case, and I do a little check-in, a little low-stakes, low anxiety kind of quiz, check-in, that doesn’t count for anything. It’s formative. It’s formative for my students, because they can find out what they do and don’t know. It’s formative for me as a teacher, because I can find out what I did well yesterday and what I didn’t do well yesterday and what people heard and what they didn’t hear and what they learned and didn’t learn. So that when I get to like a big test, which is generally more of like a summative or a accumulative assessment, which is like teach, teach, teach, teach, and then we have this one big test that’s worth a ton of points and you better get nervous about it and you better take it seriously. It measures what kids know like at the end of a unit, summative.

Though summative assessments can be really valuable, but only when they’re prefaced by a whole bunch of formative assessment, and any teacher that’s using formative assessment well should be able to predict exactly how every single kid is going to do on some big test, because they know exactly where every kid is. Formative assessment, like I said, is valuable for both of us.

One of the big things – Both of us, meaning students and teachers, because one of the things that we as humans are really bad at is this thing called metacognition, which is knowing what you do and don’t know. We tend to overestimate what we know. For kids, any opportunity they get to take a little summative, low-stake formative quiz and find out what they do and don’t know, they can say, “Oh! Shoot! I thought I understood that. I guess I don’t.” That’s really exercising their skills and metacognition and that’s incredibly valuable to them.

So, for example, I just moved and we were lucky – We had our sort of choice of a bunch of different towns within a 40-minute radius of where my husband was taking a new job, and we looked at the school systems and we looked at who was using letter grades and summative and cumulative assessments and who was using standards-based grading and at least understood the benefits of formative assessment, and that’s how we chose where we live.

So luckily now, I have a kid who’s my younger kid is going to a school that uses standards-based grading, lots of formative assessment. The kids always know that the work that they’re doing, whether it’s like something is going to count or something that’s really just about their learning and the pressure in this school is so much lower and yet the quality of the learning is really high, because the stress is on the learning. The focus is on the learning as supposed to these high-stakes test grades.

The nice thing about this is that you can still grade kids. You can still put it in a format that a college can understand as a, “Here’s what kids know and here’s what they don’t.” Think about this, if a college sees a summative assessment and sees another report card for another kid that just has A’s and F’s, A through F grading, the college can look at the kid with the summative assessment and say, “Oh my gosh! Here’s what this kid actually knows. We don’t need to like go look at the standards this school uses to figure out what their A through F grading means.” This other school over here, I can just look at this kid’s record and I can see right here what he or she does or does not know and is that a good fit for the classes that this kid will be taking here?

I think colleges are starting to understand the benefit of more information as supposed to these blunt instrument grades. Again, I’m really optimistic. I think that understanding how kids learn is fueling teaching more than I’ve ever seen it fuel teaching. That’s stuff is benefiting kids and it’s benefitting parents, because parents get more information as well about what their kids do and don’t know I need help with.

So all around it seems to be working pretty well and I hope it catches on. I talk at a lot of school where they’re trying to move from one format of grading into another and they often bring me and to talk about the difference to the parents about the two so that I can help the parents let go of the idea that you have to have a grade that’s an A through an F in order to understand whether your kid is doing well or not, and maybe that isn’t as useful to us as an actual report about their mastery.

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[00:31:47] MB: I want to change gears and come back to a topic that I think is really interesting and important from gift of failure, which is this idea of the importance of letting kids be frustrated and how frustration ties into the learning process.

[00:32:02] JL: So here is what we know. When I talk about parenting styles, generally what I'm referring to is directive parenting, is when you tell your kid exactly how to do something, you tell them each step. They walk through it. So, for example, if your little kid is learning how to load the dishwasher, you say, “Okay, take this class and put it right there. Okay. Now, take this plate. Now turn on the water and rinse it and put it right there.” That's very directive parenting, and it also means that when they run into a problem or a frustration with a task that’s difficult for them, we often will direct them through that frustration and tell them how to do it and give them instructions, and teachers are guilty of this as well. There’re directive teachers, definitely.

Autonomy supportive parenting or teaching isn't different. It’s parenting that really supports our kid’s ability to get frustrated, to struggle with that frustration and find the answers themselves. It's directing kids in a way that directs them towards their own figuring out the answer to a problem as supposed to just handing over the answer.

Believe me, it would be so much easier to be directive all the time. I could save myself a ton of time. I could save my kids a ton of time, or at least push off a lot of problems till later. I hate seeing my kids frustrated. I hate seeing my students frustrated. I would much rather just hand them answers, but that's horrible, horrible learning.

The reality of the difference between directive parenting and autonomy supportive parenting is that when you take those kids and you give them tasks on their own that are challenging and you remove them from the parent or the teacher and ask them to complete those tasks on their own, the kids who have had the autonomy supportive parents are much more likely to be able to complete a frustrating task on their own, because kids who have been highly directed don't know how to cope with that feeling of frustration.

One study that I talk about in the book in particular that Wendy Grolnick did with some kids, the kids were highly directed, the kids who had highly correct parents, almost none of the kids were able to complete the sort of slightly frustrating tasks that she had designed for them, whereas the kids of the autonomy supportive parents, almost all of those kids push through their frustration and were able to finish the task.

So fast forward to school and you have a kid that comes to school and one kid can cope with frustration and the other kid can’t. Man! That kid who can handle some frustration and sort of wrestle with it and push through and persevere, have fortitude or have grit or whatever word it is you want to use, that kid is going to learn so much more, because there's this concept called desirable difficulties. Desirable difficulties are one of the most powerful teaching tools I have. It's when I give kids, I give my students tasks that are a little bit more challenging to understand, a little bit more challenging to get inside their head, a little bit more challenging to parse. Those kids will understand the task I’ve given them, the learning inherent in the task I’ve given them more deeply in the short term and more durably over the long term.

So if you think about who can benefit from desirable difficulties, who can benefit from getting a task that's a little bit frustrating and being able to push through and complete the task, that's not the kid with the parents who are highly directive. It is the kid with the parents who have given them the room – The autonomy supportive parents who have given their kid the room to screw up and figure it out for themselves. Kids who can't be frustrated are a nightmare to teach. They fall apart at the drop of a hat. They are those kids that go to their first gymnastics practice and can't do a round-off back handspring and say, “Well, that's it. I'm never going back to gymnastics ever, ever, ever. I can't do it ever.”

I can say that because I did that to my kid. The punch line of gift of failure is that I have made all these mistakes, and just when I was getting frustrated with the parents of my students for doing this to their children, I realized I had a nine-year-old son who couldn't tie his own shoes and was so ashamed of that fact that he was hiding it from me and hiding it from his teachers and being defiant and sitting out of PE class because he was wearing his brother's boots because he didn't have any shoes that he could tie. That was humiliating and embarrassing for me, but it was also a real breakthrough moment where I realized, “My kid can't do this thing, because I have kept him from being able to do it. Every time I've done it for him, I’ve told him in some implicit way, “You know, I just don't think you're competent enough to handle this,” and I did that to him. I rendered my kid helpless and incompetent. In order to do better for my students and to better for my own kids, that's basically why I spent a couple of years researching and writing this book.

[00:36:57] MB: That's a really succinct way to summarize it, this idea that a lot of the things we think are helping really render our children, as you put it, helpless and incompetent.

[00:37:07] JL: Yeah. The research on learned helplessness is fascinating. I love reading about that stuff. Because, really, the punch line of learned helplessness is that it's our – Martin Seligman at University of Pennsylvania did a review of the research on learned helplessness and realized that the punch line of learned helplessness is that it's actually our default sort – Our default circuitry when faced with long-term pain or frustration or struggle is to pretty much ball up and cover our heads and just sort of give up, go helpless.

The way we can get around that, the way we can stop that from happening and sort of stop that circuit is to give more control back to the subject, back to the kid, back to whomever it is that is feeling helpless. Over and over again, I find in my classroom that the more control I give my kids, my students – Sorry. Teachers often do that. We often call them our kids. We mean our students, although they’re really kind of our kids too. The more we do that with our students, the more we give them some autonomy over their learning. If I have a goal that they need to write or learn how to write research papers, you better believe I’m going to let them write research papers on whatever it is that floats their boat, because I’m going to get a lot more buy-in and they’re going to own learning more if I give them more control.

So for the students I teach these days, who are students who have been given very little control over their lives. I happen to teach right now in an inpatient drug and alcohol rehab for kids. So kids who have grown up with very little control over anything and who feel very helpless, whether that's because they’re in state care, in foster homes, in group homes, their parents are addicted themselves. They live in a lot of situations where they don't have the power to change much of anything, and they've come to believe that they are completely helpless and completely powerless.

The one way I can get them out of that is to give them choice back. So I've had to learn how to be an incredibly flexible teacher and an incredibly – I’ve had to let go of the control that I used to hold on to with the tightest grip possible, because I thought my job was to stand at the front of the room and be the expert on everything, and that's not true. My job is to be in the classroom and support them while they become experts in things with my help and to give them the room to do that in a way that will keep them interested. As a parent, it’s really changed the way I parent and the way I teach understanding that, that the way we get kids, what's called intrinsically motivated, motivated to do stuff for the sake of the learning itself, is to give them more autonomy, to give them a feeling of competence and not just that empty confidence that I talked about before, and to let them know that we really truly are connected to them. That we’re there to support them no matter what, that we don't just love them based on their performance.

I tell parents when I’m out speaking, it's really quite simple for parents. We have to love the kid that we have and not the kid that we wish we had, and we can't just love them based on their performance, because they know when we we’re were doing that, and that breaks our connection with the kids. It makes them distrust us. So autonomy, competence and connection, and that’s how we really boost intrinsic motivation.

[00:40:27] MB: Tell me a little bit more about how we foster competence.

[00:40:32] JL: Competence is all about, as supposed to confidence. Competence is about confidence based on actual experience. Competence is –I make the analogy when I’m talking to kids, especially in places I've never been before, I’ll say, “Look, I know how to drive a car. I learned how to drive just outside of Boston. So I grew up a Boston driver.” So I can drive a car fairly defensively, and I also know how to use navigation software.

So if I go to a new town, I can pretty much assume that I'll be able to figure it out. I should be able to get in a rental car from the airport to the school or the hotel where I'm staying, and yeah, I feel good about that. I feel good about my abilities, because I’ve done it. I’ve made mistakes. I’ve gotten lost. I’ve had to figure it out for myself. I’ve had to ask directions. I’ve had to make phone calls to ask people to tell me how to find them. So I’ve coped with doing that well and doing it poorly, and I’ve learned how to problem solve. So I feel competent that I’ve going to be able to get from the airport to this school and give a talk.

For kids, it means that they have been able to do really simple tasks and then maybe their teacher gives them a slightly more difficult task and they don't fall apart and they know that the teacher is there to support them, but that they can give it a shot. They might get it wrong, but they'll be able to figure out a way to get to the end result they want. That as those iterations, as those challenges that I give my students get harder and harder, that they maintain this sense of competence. They maintain this sense of, “Yeah! I did that easier one and I got through that, and then I did that harder one. Yeah, that was hard and I screwed it up a couple times, but I finally figured it out. So, yeah, I think I can do this much more difficult version here,” which by the way, often is the same thing as a desirable difficulty. The can – That's one way we sort of move kids towards acceptance of trying things that are difficult.

That’s how we create kids who don't just feel that empty sense of confidence, like, “It’ll probably be fine. I don’t know. Never done this before, but whatever,” to a kid that really has a sense of, “Yeah. I’ve managed some of the problems leading up to this and I think I can handle it given the skillset that I have.”

I make a joke in the book, in Gift of Failure, that this boy from down the street really wanted me to show how this big log splitter works. That was really a dangerous piece of machinery. But this is a kid who had been told by his parents – He has fantastic parents. I don't mean to disrespect his parents, but his parents had pretty much told him he was brilliant at everything and he could just do anything all the time whenever with no experience.

So he wanted me to turn on that log splitter and let him have a go at it. This was a little kid. He didn’t have any experience. He didn't know what to do if it jammed or where to put his hands and what happened if something went wrong. He had no – He wasn't competent in log splitting, but he was definitely confident in log splitting. Competence lasts. Confidence is easily shattered, but competence is this thing that really wants kids get a taste of it. They want more. It feels good. It makes us feel like we can – It makes us feel powerful and it really diffuses that learned helplessness, the more competent we feel, the more competent we want to become kind of thing. It's really magic when you see that positive feedback loop really start to happen in the classroom. A kid sort of gets that first taste of, “Oh, wow! I can do this.” Then they are like, “Okay. Let’s see what else I can do.” It's really amazing to watch.

[00:44:16] MB: So how do we give the gift of failure to our children?

[00:44:21] JL: I mean, those three things I was talking about before the ingredients for intrinsic motivation are really good place to start. Actually, the very first place that I would start is by really starting to convince myself that this parenting thing really is a long-haul job. It's really not something I’m going to be able to check off every single day this box, this check box of was I a good parent today. Because it's a little different every day and we’re going to have bad days and we’re going to have great days, and our kids are going to have bad days and they’re going to have great days.

What really matters is that final tally, like when they’re out there in the world and they're either able to problem solve and do things for themselves or they’re not. They either feel good about their competence or they go out into the world, can't do something right the first time around and fall apart and need to take a mental health year from college.

So, for myself, the very first place I started to say, “I really try to think long term. I try to stop thinking so much about the end product and focus more on the process.” So that’s sort of my mental starting place. Then from there, I really try to focus on getting my kids more choice, more autonomy, more control over the details. Little stupid things like I don't make my kids clean their rooms, because for kids, their room is the one place where they have some autonomy, the one place where they get to make their environment their own.

So letting go of little things like that, letting go of when I'm teaching them how to do laundry, for example, I have to let go of the fact that they all look rumpled and gross, because they haven't been doing their laundry. So therefore, they have no clean clothes. Letting go of what other people think about me. A bunch of parents come up to – Parents come up to me all the time and they say, “Look, I’m on board. My kid is – I don't let my kid do anything, and that has to change, because I don't know how my kid is going to make it the minute he leaves my house.” But I can't be the first parent to do it, because everyone's going to think I'm totally falling down on the job. The teachers will think I'm incompetent. Their parents will think of me as a bad parent. So I can't be the first one to do it.

But at a certain point, we need to find allies and stop worrying so much about what other people think about us and our children. For example, when my son was choosing a college, I told him from the get go, I said, “Look, the one thing we will not do is put a sticker for college on the back of our car, because that's not about your – We can't coop your accomplishment, your choice, your decisions about what's a good fit for you and what's not a good fit for you. It's not my boast to make on the back of my car. A choice of college is so much more important than that. So I won't make that about my report card as a parent.

I know the lore of wanting the right sticker on the back your car. So when you pull into the school parking lot people can go, “Oh my gosh! Look where that person's kids go to school,” and have that be some sort of ruling on your parenting. I get how scary it is to be a parent, because we don't get report cards on our parenting. We just don't, and that's incredibly anxiety provoking. I'm used to getting evaluations and grades and all that kind of stuff, and I crave it. But at a certain point, I have to let go and say, “Look, my kids are not my report card,” and how they turn out has to be about them and it's not a referendum on me.

So autonomy, give my kids a little more control over their situations so that they can feel – So that they can take that, become less helpless, feel less helpless, feel like crave more competence. So autonomy and not competence I was just talking about. Then making sure at every turn that I'm not just saying that what I care about is the learning and I love you no matter what. Making it so that they believe me, making it so that they watch me try stuff that’s hard for me and screw it up and come to them and talk to them about how I’m going to do better next time. Talking to them at the dinner table about this big screw up I made at work and how am I going to fix this and making goals with our kids and talking about how we want to be better ourselves. We can’t expect them to be more brave learners, to have more courage intellectually and emotionally unless they see us be brave too.

So I let my kids in on my screw up. So I let my kids in on my fears. I let my kids in on my goals, even the really scary goals, like publishing a place I’ve never published before, or giving a new talk somewhere when I've been relying on the same one for a long time. That’s really frightening. As much as I want my kids to respect me and admire me and think I'm perfect, I have to let them in on those struggles, or they’re never going to believe me when I tell them that their struggles are part of why I love them and their response to the struggles are part of why I love them and why I say things like, “You know what? I watched you when you did your homework last night, and you stuck with that math problem so much longer than you would have a year ago, and I'm so proud of you for that.” Without any regard to whether the answer at the end was correct. Because that struggle, that effort, that dedication to something that's challenging to them is what's going to feed their success in the future. How they respond when they fail.

I definitely don't want kids to fail. I hate it. But I do want them to feel that when they do fail, that they can have what’s called a positive adaptive response to that failure instead of falling apart, giving up, dropping out, quitting. I don't want them to be me who, a kid who went to law school assuming it was going to be easy for her, because things had always been easy for her. When I got my first grade in law school and it was a very low D on my first exam, my first instinct was to quit law school. I don't want them to feel that way about themselves. I want them to think, “Okay, how can I do better next time?” Luckily, I had someone who talked me through that and I stayed. But I don't want them to feel like it's either perfection or give it up. That's called a fixed mindset. That's thinking that you're either intelligent or you’re not. If you don't do something perfectly the first time, it must mean you’re stupid.

I just want kids to feel like they can learn. I want them to feel good about themselves. I want them to have competence and not just confidence. So all of that, that autonomy, the competence, that real connection with kids, making sure they know that we have their backs and we have their backs no matter what. That's what feeds this intrinsic motivation and this love of learning not just now, but hopefully for the rest of their lives.

[00:51:08] MB: The reality too is that failure is inevitable. It’s so dangerous to prepare or to send kids into a place with they’re incredibly brittle in the face of such a world that’s filled with difficulties and challenges, etc.

[00:51:24] JL: And that's why the heart of this book is middle school, because middle school is this, I say in the book, is this big set up. We thrust kids into a situation in middle school where they do not have the frontal lobe capacity to – Frontal lobe is the last part of our brain to develop. It's where we do all of our higher order thinking, our time management, and project planning, and all that kind of stuff. We put these kids, these 12-year-old kids, in the middle school, and hand lockers, and a schedule, and lots of books, and a planner, and time management stuff that is way beyond their ability and then really good – This is why middle school is so much fun for me. I love middle school, because my job as a middle school teacher is to stand there day after day, watch kids just screw up over and over and over again and pick my battles and my moment and my moment of trust with the kid and help them do better next time. Middle school is a miraculous place, because that's the game. The game is becoming better. The game is screwing up, because that's frankly middle school is a big set up for kids.

If parents are telling me now that the stakes are so high that we can't even let them fail in middle school, because middle school matters. Well, I don't know what to tell you. If failure is not an option for kids in middle school, then your kid has already lost. You’ve already – You’re going to lose the trust of your child. Your child is going to lose faith in you. Your child is not going to believe you when you tell them that what you care about is learning, because that's frankly BS. You clearly don’t.

[00:53:00] MB: So for listeners who want to start down this path and concretely implement some of the things we’ve talked about today, what would be one action item or a piece of homework that you would give them to start this journey?

[00:53:13] JL: Very first thing is that mental place of process over product, long-term over short-term. Then if you have been doing too much for your kid, whether that kid is really little – Frankly, talking the kindergarten teachers about this book when I was researching it, I asked them to tell me what I could tell parents that their kids can do that they don't think the kids can do, and kindergarten teachers, most of them anyway, just smiled and laughed and said, “Oh my gosh! Everything.”

So whether it's kindergarten or whether you have a kid, a 17-year-old who has never done a load of laundry or manage their own homework or scheduling or whatever, go to that kid and say, “You know what? I think I’ve been underestimating you. I think that you can do a lot more than I've been giving you credit for. Starting today, I’ve picked X.” Whether that's taking care of your own dishes after you eat, or taking care of your own laundry, or a commonplace I encourage parents to start is with homework.

Giving kids a really clear expectation, the expectations you have for them in terms of how they're going to do something and what that's going to look like. Then really, really clear consequences, and hopefully consequences that are actually related to not doing the thing itself. So if the kid doesn't take care of their dishes right after dinner. Well, that food is going to be really, really hard on that dish and really crusty and it's going to take a long time.

So in response to a kid not putting their dishes in the sink or taking care of them and putting them in the dishwasher after dinner, their job is to scrape all that icky food off of there and get that dish finally clean. If the kid who doesn't do their homework, because you haven't been checking up on them on their homework, because it's now their responsibility to do it when, where, why, and how they want to do their homework. Then they’re going to – You’re not going to something that's totally unrelated, like take away their electronics, or do these things that – For kids with still developing frontal lobe function make no sense to them whatsoever from sort of a cognitive perspective. If you could make the consequence be something that actually related to not doing their homework, like making the appointment with the teacher and then leading a meeting between you and the teacher so that the kid can articulate to the parent and the teacher what's been going wrong and the teacher and the parent can support the kid in coming up with strategies for how to do better next time.

I’ve run those meetings. Not run them obviously, because the kid runs them. But I've sat in on those meetings, and I can tell you right now that having to run a meeting with a teacher and a parent where you actually ask for help and do the strategizing, you, the student, is way worse of a consequence than having their electronics taken away. It's a way more useful way to help kids learn to do better next time. So really clear expectations, really clear consequences. Go to your kid and – The nice thing about this is you’re doing exactly what you're asking from your kid, which is, “You know what? I thought I had been doing this parenting thing right. I've been doing it the way my parents did it. The way I thought I was supposed to do it. You know what? I learned something today. I learned that maybe I’ve been doing a little too much for you, and when I do that, it gets in the way of your learning, and that stops today, because I learned something and I’m going to change what I'm doing based on what I learned.” That's all we are asking of them, which is to look with a really clear eye what they've done, whether that’s an A or an F or a failed project or whatever it is. Figure out what they did wrong and move forward after having learned how to do better next time.

So model that behavior for them. Be really clear with them. Be honest with them and then give them more autonomy. I promise you, you’re going to be shocked by some of things that they figure out how to do on their own, and that competence breeds more competence. It's like this fantastic positive feedback loop.

There are some bumps along the way. I’m not going to tell you it's super easy, and they will test and they will have a honeymoon period and then a very clear end of the honeymoon. But overall, when you're looking long term, if you get to a year from now and then look back and realize just how much more competent your child has become when you've given them the space to do that.

[00:57:26] MB: Kids everywhere are going to be cursing the Science of Success when they have to start doing their own laundry.

[00:57:31] JL: Well, my favorite – I have these on my website where under speaking, I have these testimonials if people are interested in hiring me to speak. My favorite one is from an eight-year-old kid who said something like “You don’t help me with anything anymore since you read that book.”

It's not that we abandon them. It's just that we give them the room to figure things out for themselves as supposed to just fixing every problem for them. Yes, some kids will get frustrated with that, but I'll also tell you that when I speak to middle schoolers and high schoolers and I ask them what kind of things they would like to be able to do on their own that they're not allowed to do. I have older teenagers tell me that they're not allowed to walk their dog by themselves in a perfectly safe neighborhood because their parents are afraid, or they're not allowed to ride their bike around town, or they're not allowed to take an airplane by themselves to go visit their grandparents even though there 17-years-old. That kind of stuff starts with, “Let me teach you how to do it right and then I'll show you, and then you need to be able to figure out how to do this on your own as well,” and we support them through that, because we're not always going to be there to teach them how to do every little thing and pick them up when they fall every single time.

So it's really amazing to listen to the kids too. When I get letters from parents and when I get letters from kids. I love the letters that say, “Yes, my kid has gotten more competent because I've given them more autonomy,” and that's wonderful and everything. But the letters that blow me away are the ones that say, and I get a lot of them that says, “The amazing thing to me is my kid is not only more competent, but our relationship has improved so much. Because I’m not nagging. I'm not all over them all the time, I’m not the one having to remind them constantly about doing X, Y and Z. They’re doing it on their own terms,” and that gives us the time and the space to have conversations that are actually meaningful and valuable to both of us. Those improved relationships, I mean, that’s the secret sauce right there. That's it, the secret sauce of parenting.

[00:59:37] MB: For listeners who want to learn more about you and your work, where they can I find you and the book online?

[00:59:43] JL: They can find everything at jessicalahey.com. Everything from a link to all my journalism at the New York Times, Washington Post, Atlantic, Vermont Public Radio, and then links to purchase the book, links to my speaking schedule if you're interested in coming out and seeing what I do in person. There is even a video there of a keynote I gave last year at South by Southwest is right there on my website. So just about everything you could ever want is there.

If you go on YouTube, if you Google gift of failure frequently asked questions. I have a set of videos out on YouTube that really answer the questions I get most often, like about parenting special needs kids, parenting kids who are obsessed with perfection. There is even one there about how to get your kid to shower. So everything you could ever need is either on my website or at the gift of failure frequently asked questions on YouTube.

[01:00:32] MB: Well, Jessica, thank you so much for coming on the show, for sharing all these wisdom. It's been a really insightful conversation.

[01:00:38] JL: Oh! Thank you so much for having me. I love talking about this stuff, because kid’s learning is really at the center of everything I do. If I can help with that, it's a good day for me.

[01:00:48] MB: Thank you so much for listening to the Science of Success. We created this show to help you, our listeners, master evidence-based growth. I love hearing from listeners. If you want to reach out, share your story, or just say hi, shoot me an e-mail. My e-mail is matt@successpodcast.com. That’s M-A-T-T@successpodcast.com. I’d love to hear from you and I read and respond to every single listener e-mail.

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May 23, 2019 /Lace Gilger
Influence & Communication
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