Surprisingly yes.

Negative comments give you two benefits.

1.  Negative comments let you address legitimate problems.  Let’s face it we aren’t perfect.  We make mistakes.  Release defective products.  And don’t always have the best customer service.  If you bring your meaning to your work, then you care about quality and service.  Wouldn’t you rather address the problem and have a chance at turning an unhappy customer into a satisfied customer?  Negative comments give us this chance.

2.  Negative comments help set customer expectations.  What?!  How is talking about the bad things good?!  Well let me go back to our old friend the “realistic job preview.”  People are more satisfied if their experience matches their expectations.  If there are some legitimate, but negative comments, then you know what you’re getting into.  Overly positive comments smell like fake reviews.  No comments at all suggest no one uses your product.  Ironically having a few negative comments makes people feel more comfortable with what they are buying.  That is, of course, assuming that negative comment isn’t a deal breaker.

Allowing feedback is a great way to grow your brand.  And as you can see, there are benefits even to negative feedback.  When I bought my car I did a lot of research on the internet.  I read just about every customer review I could find.  Especially the negative comments.  I wanted to know what might be wrong with my car in the future.  The two biggest issues were the road noise from the tires and not being able to see the “corners” of the car.  I decided that those weren’t enough to stop me from buying my car.  So when I bought my car I found out that my two biggest complaints were the road noise and not being able to see the corners.

My expectations had been set, and I knew what I was getting into.  I had already decided I could live with that.  So instead of buying a car for $20,000 and being upset that it wasn’t quiet, I was prepared, and the road noise didn’t even faze me.  8 years later I love my car, and couldn’t be happier.

I owe that to the realistic expectations I developed and negative comments.  What do you owe to negative comments?

image provided by wikimedia

Psychologists have a term for this.  It’s called “discrepancy theory”.  (Clever name, right?)  It’s the idea that when our ideas of what should happen don’t match with reality we become dissatisfied with things and less motivated to work.

This simple theory has far reaching implications for our lives.  If you took a job thinking you would be quickly promoted, but now you’ve been in the same job for three years – you’re going to feel the burn of that discrepancy.  I spend a lot of my life speaking in front of groups.  In each of these cases I am painfully aware that I need to meet that groups expectations for my presentation.  When I do, people love what I have to say.  When I don’t, they complain.  This is true when I teach psychology at Xavier or when I present a key note presentation for a company.  (Bonus tip: good communicators know how to set expectations, and even change them, when giving a talk).

We get most upset when things don’t meet our expectations.

This is just one more reason it’s a horrible idea to make a promise and not follow through on it.  This is also a reason why Realistic Job Previews are so important.

photo provided by flickr user ninjapoodles

Let me explain…

In Cincinnati a group of people who don’t believe that a god exists have placed a billboard reading, “Don’t believe in God? You are not alone.”

Don’t panic.  This isn’t a post about whether you should believe in a god or not.  That’s your choice.  What this is though, is a conversation about being dissatisfied and alone.  Two things that we, as a society, seem to really reinforce.  Every day I see an academic article, a book, a TV show or a radio program talking about how “we are the minority, and we are being oppressed.”

It seems to not matter if you really are the minority.  What seems to matter is whether people agree with your opinion.  If they do, then you aren’t being oppressed.  If they don’t, then you are being oppressed.  Seems like a flimsy definition of oppression to me.  But lets look at this billboard issue some more.

The group responsible for the billboard, the United Coalition of Reason, had this to say, “Nontheists sometimes don’t realize there’s a community out there for them because they’re inundated with religious messages at every turn … we hope this will serve as a beacon and let them know they aren’t alone.”

I’m pretty sure if you talked to a Christian he or she would tell you the world is filled with “nontheist messages at every turn.”  Isn’t this the argument often cited against Hollywood?  That Hollywood does not embrace “family values” and is “pushing an agenda”?  How do you think Muslims feel today?  They certainly are under the public microscope.  Especially following the massacre at Fort Hood.  And we haven’t even discussed Hindus, Wiccans etc…

It seems to me that everyone is desperate to claim “despised and alone” status.

Of course this isn’t limited to religion or politics.  We’ve all worked with someone who is convinced that “the man” is out to get them.  Someone who is always playing the “poor me” card.  It’s never their fault, because someone else messed up, dropped the ball, or didn’t tell them something important.

Research tells us that some people are going to be naturally negative.  Their personalities will always be pessimistic.  They will always feel more negative emotions about situations.  In short, no matter the situation, they will complain.

But our culture also plays a role.  Because news stories tend to emphasize the “dissatisfied people of America” front, that message of dissatisfaction is reinforced.  This is why it is so important to bring meaning with you.  Because when you bring meaning to work, it doesn’t matter what others say.  It doesn’t matter if  you are alone or only alone in your imagination.  Because your meaning doesn’t come from the task.  It doesn’t come from being negative or isolated.  It comes from following through on your mission.

If you want your life to change, you can not play the “woe is me” card.  You are not alone and isolated.  The reality is that there are millions of people just like you.  I once heard someone say humorously, if you are one in a million, then in China there are a 1300 of you.

photo provided by flickr

As anyone who’s lead volunteers knows, one of the hardest things to do is keep them motivated and committed.  Part of this challenge comes from the volunteers themselves.  They lead busy, hectic lives with wives, boyfriends, kids, friends, work etc….  Sometimes the last thing they can fit into their schedule is volunteering.

But lets face it, it’s not always the volunteer’s problem, is it?  Sometimes we promise volunteers amazing experiences, life changing encounters, and even high levels of recognition.  What do you think happens when we don’t deliver on those promises?

They leave or become disillusioned.  What was once an awesome volunteer suddenly becomes someone who doesn’t show up when promised.

One way of fixing this is through the use of Realistic Job Previews.  Obviously the volunteer position isn’t a formal job.  But that doesn’t mean we can’t apply some of those same principles we would in a business-setting.  In fact, because it’s an informal position we need to make sure we do everything we can to make it easy on our volunteers.  Some volunteers put in as much time as a staff member.  We owe it to them to give a realistic view as to what’s going to happen.

So here are a few steps you can take to use Realistic Job Previews with volunteer positions:

1. Identify what tasks and skills are needed for a position. Do they need to be able to write?  To speak?  To make phone calls?
2. Be honest about what is most important in the job. You need to identify the critical skills for the position.  This needs to be done for their sake, as well as yours.
3. Have a conversation with them. Don’t send a form letter.  Realistic Job Previews don’t have to be fancy and formal.  Just talk to them.
4. When you ask them to join in the volunteer effort, make sure they understand what they are signing on for. Give them the good and bad again.
5. Talk about other possible opportunities. Will this lead to a job?  Will you be able to do other volunteer projects?  Will you get to meet someone famous, interesting, or important?  Will you receive public recognition?

Most volunteers are there because they are committed to the same ideas you are.  They want to help you succeed.  And they want to help you do it for free!  The very least we can do is give them a clear view of what their role will be.

photo provided by flickr

Research has said for years that the best way to conduct interviews is through a “structured interview.”  A structured interview is simply one that asks the same questions to every applicant, has standardized scoring, and has questions that are job-relevant.  Unfortunately most organizations hire through unstructured interviews, falsely believing that they can “tell” which employees are the best.

Research has identified 6 steps for conducting interviews.

1. Build rapport with the candidate – let the candidate calm down and settle into the environment.  Don’t lead off with questions first.
2. Explain the process – despite most people’s experience with interviews, very few have gone through a structured interview.  Plus, psychology tells us that people will view the situation more favorably if they know what’s about to happen.
3. Ask the questions – It’s only in step 3 that you ask the questions.  If you jump the gun too soon you’re going to get less valid results.
4. Provide job information – once the candidates have answered the questions you’ve asked, give them some information about the position, the company, the salary, etc…
5. Answer their questions – by this point, most candidates will have questions.  Some will relate to the job, some to the company.  Take time to answer their questions.
6. Conclude on a positive note – if you end on a positive note, even something as simple as, “it was a pleasure to meet you” candidates will view the process more favorable.

Have you noticed the theme that runs through all of these steps?  There is a thread of concern for the applicants perceptions.  Not only is caring for a person’s emotions the moral thing to do, it is also the smart business thing to do.  If someone feels like you mistreated them in the interview process (but you still hire them) they may work for you for a time, but they will not be satisfied.

In the past I’ve interviewed for jobs that have violated these steps.  And when that’s happened I’ve gone from having neutral opinions of companies, to having negative opinions of them.  One company in particular, the interviewing process was handled so poorly that I have no desire to ever work for that company or to do business with them.  Do they care about my reaction to their organization?  Probably not.  But based on the size of the company I’m not the only person they interview like this.  At some point, that turns into negative customer satisfaction.

It’s easy to focus on the immediate goals – I need to hire someone for position X.  But we need to always keep in mind the larger picture – what kind of message are we sending to the community.  Because at some point every company needs to hire new employees.  And at some point every company needs to have a positive brand image.

Treating people with respect is good for people and it’s good for the bottom line.

photo provided by flickr

If so, you are not alone.  We are predisposed to negative information.  At least that’s what Psychologists tell us.

We react more strongly towards it than positive news.  This is especially true if you’re trying to interview for a new job or trying to build support for a new project.  Psychologists even have a name for this behavior, it’s called Negative Information Bias.

But why does it need to be this way?  Why do we need to let our opinions be shaped by the negative?

I think part of the reason we are so sensitive to bad news is that we simply don’t realize what we’re doing.  We have no idea we’re letting bad news affect us that much.  If we simply choose to counter balance the bad with the good, we won’t be so overwhelmed.  I’m not saying you won’t feel the bad news.  Just that it won’t be so crushing.

Secondly, most of us get our meaning from our work.  This is true if your work is cleaning the house, running a Fortune 50 company, or working on an assembly line.  We have confused our jobs for our identities.  Is it any wonder that negative news is devastating?  It’s not just bad news, it’s an attack on who you are.  It’s an attack on what you believe.

When your meaning comes from your work every negative piece of information is personal.

But what if you brought meaning to work?  What if for you, meaning was based not on what you do, but who you are?  How does that change things?  How do you respond then?

photo provided by flickr

related information:  Negative Information Weighs More Heavily on the Brain

And that’s really the goal.  Realistic Job Previews want to “weed out” applicants who aren’t a good fit for the position.  It doesn’t do anyone any good to find out after 6 weeks that the position isn’t right.  The company loses money on hiring costs, training, and lost productivity.  While the employee spends 6 weeks in a position that they despise.

Sometimes though, we look at Realistic Job Previews as being “negative”.  That somehow we are scaring away our best candidates by being honest about the work.  But that’s exactly the opposite of what’s happening.  Employees are only “the best” if they fit with the job.  Someone who is destined to be a rocket scientist would never be happy cleaning bathrooms.  While someone who loved the idea of working on a predictable assembly line would not enjoy the chaos of being an Emergency Room doctor.

To be great employees our passions need to line up with the job.

This is why here, at Meaning To Work, we stress the importance of  identify the meaning in our lives before we come to a job.  As I’ve said before, no job brings meaning to someone.  They can only bring meaning to their work.  And if you have someone who despises sales calls, they will never be a great salesperson.

With that said, there are three things you can do to improve the results of Realistic Job Previews within your company.

1. Give your Realistic Job Preview orally - spoken RJP’s work more effectively than written ones
2. Give your Realistic Job Preview at the time of the offer – if you wait until after they accept it’s too late (the expectations for the job have already been set).  If you do it too soon, people may make up their minds before they have all the information.
3. Include the possibilities of career advancement – if there isn’t advancement let them know.  If there is, people want to know that as well.

Realistic Job Previews can make a difference in your organization.  After all, do you want to simply have a body in the job?  Or do you want to have a motivated employee contributing to the company?

photo provided by flickr

related information: a TSA video designed to be shown to potential candidates

Employment Law is practically its own beast.  It’s hard to be a generalist in this area because the law changes so frequently.  Political maneuvering, legislative updates, and lawsuits all contribute to the changing nature of employment law.  Now, thanks to a recent Supreme Court ruling it may be changing again.

In a highly politicized and public case, white firefighters claimed that they were discriminated against because the results of a promotion test were thrown out.  The city (New Haven, CT) said, in essence, that since no minorities were identified as worthy of a promotion the test must be discriminatory.  New Haven stated they were concerned about the possibility of disparate impact (i.e., unintentional discrimination through the treatment of different groups of people).

So they threw out the test results.

The Supreme Court, through Justice Kennedy, said that in order to eliminate an employment test there must be evidence for it’s bias.  It was the lack of evidence that the Supreme Court ruled against New Haven.  Kennedy wrote, “there is no evidence — let alone the required strong basis in evidence — that the tests were flawed because they were not job-related or because other, equally valid and less discriminatory tests were available to the city,”

Prior to this ruling the concern in employment law was from minorities.  If a test was unfairly promoting non-minorities, a city, company, or organization would be vulnerable to a law suit.  But now, this case may open up the opposite door – if a non-minority feels they didn’t get a job or promotion simply because of a fear of disparate impact (without the evidence) then they may also sue (and win).

In lecture I always stress the importance of validation.  If your test if valid, if you measure what you’re supposed to be measuring, your organization will be fine.

While this is still true, validation may be even more important than before.  It looks like if your test is not validated, then you may be opening yourself up to lawsuits from both minorities and non-minorities.

photo provided by stock.xchng:

Additional Thought:  One other point to consider – this Supreme Court ruling may open up some challenges of disparate impact to the 14th Amendment.  While the current ruling didn’t address the Constitutionality of disparate impact, it did weaken the position (according to some legal experts).

Related Information:  High Court Rules for White Firefighters in Discrimination Suit

So is this possible?  Can you determine someone’s personality by their handwriting?

In a word: fat chance.

OK, that was two words.

The idea behind Graphology, or the study of handwriting, is that our handwriting reveals something about our personality.  Graphology states that our handwriting is unique, much like a finger print.  And if we can just look for the right clues we can identify personality traits and character trends.

But it just doesn’t work.  In fact, studying handwriting is no better than flipping a coin in predicting someone’s success in a job  (Psychology Applied to Work, 2007).  The British Psychological Society goes as far to say that graphology is no different than astrology.

If that’s the case, why does it keep turning up?  The answer lies in human behavior.  Society is filled with quick fixes, magic pills, and 7-day miracle diets.  We want quick fixes to complicated problems.  Of course there is no such thing as a “quick fix”.  If you dig yourself into a hole, it will take you as long, if not longer to dig your way back out.

Graphology may never go away completely.  On a surface level it is very appealing.  As Rowan Bayne, a British psychologist, put it, “It’s very seductive because at a very crude level someone who is neat and well behaved tends to have neat handwriting.”

We love the idea of gaining some clever insight into people’s behavior.  But don’t be fooled.  The rule we learned as kids that choices have consequences holds true as adults.  There are no solutions on the cheap.

So if you’re thinking about using graphology as a way to improve your hiring process, think again.  Don’t waste your money on something that is completely useless.  Focus on something that has proven value like an IQ test or validate your hiring process.  If those options don’t sound glamorous enough, just flip a coin.  It’s cheaper.

photo provided by flickr

sources:

Psychology Applies to Work

Graphology – Wikipedia

Writing Wrongs – BBC

Additional Resources:

How Graphology Fools People

The sheer amount of information the brain processes is amazing.

But we rarely take time to think about that.  In fact, most of us don’t spend much time at all thinking about how we process information.  The truth is, we are influenced in large part by psychology.  It impacts our decisions, our perceptions, and even what actions we’re willing to take.  Shock a dog enough times and he’ll quickly realize that crossing an invisible line in the yard is a bad idea.  He could still do it, but he knows it’s not a good decision.  Eventually you can take the collar off and the dog still won’t cross that invisible line.  You’ve restricted his decisions through basic psychology.

Surprisingly we aren’t so much different from our dog friends.  Much of our work involves psychology.  Some of it is simple, other parts of it are complex.  But in the end, psychology impacts how we interact with our surroundings.  How we perceive our coworkers.  And how well we perform on the job.

Not on board yet?  Well consider this: Msot pelope can raed tihs snetnece eevn tohugh  the ltteres are mxid up.  Tihs is bcaeuse we raed wrods not ltteres.  It shwos you jsut how pwoerufl pschoylgoy can be.

We work on the assumption that what we see on the surface is what’s actually happening.  But so often that’s not the case.  That’s not to make psychology sound ominous.  There’s nothing wrong with applied psychology and improving your work.

This is the approach Meaning To Work takes.  We look at psychology as just one part of how we process information.  If you’re expecting a bigger salary to make you happy, I’ve got some bad news for you, it won’t work.  If you think that having a “better” boss will make your work more enjoyable, again, I’ve got some bad news for you.  While those things can help, they won’t solve your problems if the real issue is something deeper. For many of us, the issues aren’t that we need a better work environment, it’s that we need to find a work environment that matches who we are.

If order to bring meaning to work, you first need to know what motivates you.

Photo provided by flickr

Study: brain reads word by word, not letter by letter