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As humans we tend to personally reprimand ourselves when we see ourselves specifically engaging in a physical action. Someone who is stealing is most likely to disengage from stealing once he “sees” himself stealing. This is because the “jury” in our brains is likely activated to either acquit or convict us when we see ourselves in the very act of an exercise.
If acquitted, our drive and inspiration to engage in that action is reinforced. However, if convicted, we are razed with a scorching sense of personal condemnation forcing us to quickly abandon the action halfway. It is sort of putting someone’s personal scorecard directly in front of his face which would distort or manipulate his consequent activities. How does this sound?
It is easier to act rashly when you are not seeing yourself acting rashly. This is more of an increased sense of personal consciousness coming into play. If someone doesn’t basically like what he sees, he naturally stops what he sees. So how can you utilize this brain hack?
Get people to see themselves where emotions are most likely to be frayed where rationality easily gives way to impulsive irrationality. For example, if you are a business, get customers to see themselves at critical aspects of their customer journeys.
In line with this let us examine that there are very common stages where customers have been repeatedly getting tensed up across your service delivery, it could be the queues and all that stuff where pressure and anger gets the better of their demeanor compromising their composure. At such points where customers get easily angry, how about installing mirrors there? This could sound sarcastic but with those mirrors in place, customers are more likely to see themselves and would be less likely to physically spill their upset.
At home, get mirrors installed in the bedroom where couples are most likely to have their violent arguments. The mirrors (in that the customers see themselves) increases their level of personal consciousness forcing courtesy on them and compelling them to explore more polite alternatives to conflict resolution.
Michael D. Brown is a Global Management expert driving results through (and with) companies, organizations, and academia. He is a sought-after speaker, coach, and author of Fresh Passion: Get A Brand or Die a Generic, Fresh Customer Service®: Treat the Employee as #1 and the Customer as #2 and You Will Get Customers for Life, and Fresh Passion Leadership: Become a Distinct, Branded Leader or Extinct Generic.
He has over 18 years’ experience in helping companies and organizations achieve results. These organizations include the U.S. Army, U.S. Marines, BP, Amoco, Capital One, Jason’s Deli, Murphy Oil, Wendy’s, Omni Hotels, Houston Rockets, Wells Fargo, Marriott, Ford Foundation, The University of Findlay, Jackson State University, and Hampton University. He has held numerous leadership positions at Fortune Global 100 companies.
He has over 18 years’ experience in helping companies and organizations achieve results. These organizations include the U.S. Army, U.S. Marines, BP, Amoco, Capital One, Jason’s Deli, Murphy Oil, Wendy’s, Omni Hotels, Houston Rockets, Wells Fargo, Marriott, Ford Foundation, The University of Findlay, Jackson State University, and Hampton University. He has held numerous leadership positions at Fortune Global 100 companies.
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