|By Michael Bushong||
|April 22, 2014 06:00 AM EDT||
Have you ever been in a position where the right answer is immediately obvious to you and yet you cannot get the other party to come around? While we tend to ascribe poor outcomes to the other party’s incompetence, there is actually a very real psychological phenomenon behind the dynamic. Understanding the psychology can help you formulate different strategies in making progress.
So what is really going on these types of situations?
To make this post more effective, I am going to use a real example from an associate of mine. I will, of course, redact the names to protect the innocent. Recently, I was having a conversation with an executive from another company. We will call this particular individual Albert. Albert was commenting on the efficacy of the sales team that is responsible for peddling his product. In short, his thesis is that the sales team needs to be improved.
Albert has watched this particular sales team execute poorly over some time. Where relationships ought to reign supreme, this team is more interested in competing on price. They offer steep discounts to try to secure new business, which is both a perilous strategy and an unnecessarily costly one. Additionally, because they are always looking for an edge, they frequently take inside roadmap information and quickly leak it to would-be customers in an effort to secure new deals.
In listening to Albert talk about his sales team, honestly, it could have been just about anyone’s sales teams. The situation was not particularly uncommon, and the state of affairs was not uniquely bad.
I asked Albert what he thought ought to be done. Also not surprisingly, his answer was to shoot everyone in the head and start over with a more capable sales team. Now, whenever you hear that the answer is to terminate people, it means that there have been several levels of failure preceding. No one immediately concludes that letting people go is the plan. Rather, this reflects numerous failed attempts to make change.
So I asked Albert if he had ever tried to communicate ideas to the head of sales?
Of course! I put together a business plan and walked him through all the logic. The conclusion of Albert’s story was that the head of sales didn’t understand or didn’t agree with the plan. The logic was irrefutable, so either he was incompetent or obstinate. It almost doesn’t matter which is the culprit; in either case, the proper path forward is to replace the leader and then turn over the team.
But what if I told you that the outcome here was predetermined? It actually doesn’t really matter whether the individual is competent or not. The way that Albert had handled the situation was going to almost inevitably result in the kind of standoff that occurred. Now I am not suggesting that the head of sales was good (I have no way of knowing), but the way that Albert tried to sell his ideas ignored some very basic psychology.
In most of these types of situations, there is some existing state. Someone has made a set of decisions that have led everyone to where things are now. You believe that things ought to be different than the way they are. So you put together your plan, you surround it with flawless logic, and then you communicate that logic to the individual responsible in the hopes that he will conclude that your plan is correct.
The subtle point here is that there are actually two conclusions that the person usually has to reach. Yes, they have to identify that your path forward is the right one. But they must also conclude that the current way of doing things is the wrong way. Put differently, if it ain’t broke, don’t try to fix it. Since you are suggesting a fix, then something has to be broken.
For most people, admitting you are wrong is emotional. I don’t mean that people will necessarily break down into tears, but the act of being wrong requires a bit of internal reconciliation.
So is it surprising that even though your logical argument is sound, the person on the receiving side doesn’t necessarily embrace the conclusion?
In fact, in many situations, the person you are talking to might even nod their head during the entire conversation. Every point is conceded. There is no real obstacle. Logically, you both agree that 1+1=2. And then right as you make your proud declaration, they shake their head and utter something that starts with “But…”
Right here, at the point of attack, most of us dig even deeper into our logic. We might start going over our points a second time. We might restate some of the same ideas in slightly different ways. If he doesn’t agree, he probably just didn’t understand what I was saying. Let me say it again in a different way! This is like talking to someone who doesn’t understand your language, and when they show confusion, you say it again – louder and slower.
The problem isn’t the volume or the speed anymore than it is the basic logic. People generally understand what we say. The real issue here is that you are trying to use logic to win an emotional battle. It’s the wrong tool at the wrong time, and failure in these situations is exceedingly likely.
But I am right! Once you slip into this mindset, you have lost. The objective is not to be right. In Albert’s case, the end goal is having a successful sales team. It doesn’t actually matter who is right and wrong. The debate isn’t the meaningful objective here. Put differently, you might be right, but would you rather be right or effective?
So what can you do differently?
First, you need to realize what kind of situation you are in. If you are engaging with the person responsible for the status quo, then take the issue of right and wrong off the table in the first exchange. When we started the sales team, we needed to get up to speed quickly with a product that was barely defined and in a market space that was still emerging. Given those conditions and our budget constraints, I think we can all agree that we have actually made the right choices.
This type of opening does two things. First, you are basically saying that nothing the other person did is particularly wrong. This immediately defuses the emotional side of your logical argument. You are only asking the person to conclude that there is a different path forward. Second, the subtle casting of the situation in terms of “we” and “our” removes the us vs. them dynamic that frequently accompanies these types of situations. Essentially, the dynamic you really want is you and me vs. The Problem. Our common enemy is the budget or the market or whatever. We are not actually enemies.
From here, you need to establish that while whatever decisions have been made were fine given a set of circumstances, those circumstances have materially changed. Now that the market is a bit more established and our product is better understood, there might be different ways of approaching sales.
Again, there are two points here. First, the argument is that circumstances are different. It could be that things have materially changed, or it might simply be that you now have better information about what works and doesn’t. Either way, something is different. And second, you aren’t being prescriptive so much as you are opening up a conversation. A more collaborative approach helps to keep people engaged.
Ultimately, the goal here is not to prescribe some action. The real goal is to change the outcome. As you engage in discussion, if you keep the conversation centered around the outcome, you might even find that the individual has other ideas to help drive to a positive conclusion. Remember: this is less about right and wrong and more about getting better end results.
While the example that I have used is somewhat organizational, this situation is actually far more common than you might realize. As a networking industry, we are in the midst of a major architectural transition. Those who are advocating SDN, NFV, network virtualization, and other technologies frequently fall back to assailing existing architectures.
Unintentionally, we marketers and salespeople are putting an awful lot of people into a position where we are asking them to admit they are wrong. We explain the technology, we highlight the benefits, and we produce immaculate graphs and charts as evidence, and then we are shocked when the conclusion is not to move forward.
A more interesting approach might be to acknowledge that the decisions that have been made to date were exactly the right ones given the technology and constraints. But those conditions are different now, and maybe there is a different path forward.
By understanding the underlying psychology and being clear about the objective, we might be able to avoid the painful right and wrong dynamic that is all too common in all our lives.
[Today’s fun fact: The longest recorded flight of a chicken is thirteen seconds. I wonder if this reflects chicken flight times or our collective interest in recording them.]
Without a clear strategy for cost control and an architecture designed with cloud services in mind, costs and operational performance can quickly get out of control. To avoid multiple architectural redesigns requires extensive thought and planning. Boundary (now part of BMC) launched a new public-facing multi-tenant high resolution monitoring service on Amazon AWS two years ago, facing challenges and learning best practices in the early days of the new service. In his session at 19th Cloud Exp...
Dec. 4, 2016 09:00 AM EST Reads: 541
"Venafi has a platform that allows you to manage, centralize and automate the complete life cycle of keys and certificates within the organization," explained Gina Osmond, Sr. Field Marketing Manager at Venafi, in this SYS-CON.tv interview at DevOps at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 4, 2016 08:45 AM EST Reads: 785
Effectively SMBs and government programs must address compounded regulatory compliance requirements. The most recent are Controlled Unclassified Information and the EU's GDPR have Board Level implications. Managing sensitive data protection will likely result in acquisition criteria, demonstration requests and new requirements. Developers, as part of the pre-planning process and the associated supply chain, could benefit from updating their code libraries and design by incorporating changes. In...
Dec. 4, 2016 08:30 AM EST Reads: 969
"Coalfire is a cyber-risk, security and compliance assessment and advisory services firm. We do a lot of work with the cloud service provider community," explained Ryan McGowan, Vice President, Sales (West) at Coalfire Systems, Inc., in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 4, 2016 08:30 AM EST Reads: 759
Regulatory requirements exist to promote the controlled sharing of information, while protecting the privacy and/or security of the information. Regulations for each type of information have their own set of rules, policies, and guidelines. Cloud Service Providers (CSP) are faced with increasing demand for services at decreasing prices. Demonstrating and maintaining compliance with regulations is a nontrivial task and doing so against numerous sets of regulatory requirements can be daunting task...
Dec. 4, 2016 08:15 AM EST Reads: 749
CloudJumper, a Workspace as a Service (WaaS) platform innovator for agile business IT, has been recognized with the Customer Value Leadership Award for its nWorkSpace platform by Frost & Sullivan. The company was also featured in a new report(1) by the industry research firm titled, “Desktop-as-a-Service Buyer’s Guide, 2016,” which provides a comprehensive comparison of DaaS providers, including CloudJumper, Amazon, VMware, and Microsoft.
Dec. 4, 2016 08:15 AM EST Reads: 705
Businesses and business units of all sizes can benefit from cloud computing, but many don't want the cost, performance and security concerns of public cloud nor the complexity of building their own private clouds. Today, some cloud vendors are using artificial intelligence (AI) to simplify cloud deployment and management. In his session at 20th Cloud Expo, Ajay Gulati, Co-founder and CEO of ZeroStack, will discuss how AI can simplify cloud operations. He will cover the following topics: why clou...
Dec. 4, 2016 08:00 AM EST Reads: 689
Fact: storage performance problems have only gotten more complicated, as applications not only have become largely virtualized, but also have moved to cloud-based infrastructures. Storage performance in virtualized environments isn’t just about IOPS anymore. Instead, you need to guarantee performance for individual VMs, helping applications maintain performance as the number of VMs continues to go up in real time. In his session at Cloud Expo, Dhiraj Sehgal, Product and Marketing at Tintri, sha...
Dec. 4, 2016 08:00 AM EST Reads: 803
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Dec. 4, 2016 06:15 AM EST Reads: 6,971
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Dec. 4, 2016 05:30 AM EST Reads: 1,753
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes how...
Dec. 4, 2016 04:45 AM EST Reads: 4,968
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
Dec. 4, 2016 04:30 AM EST Reads: 1,554
Amazon has gradually rolled out parts of its IoT offerings, but these are just the tip of the iceberg. In addition to optimizing their backend AWS offerings, Amazon is laying the ground work to be a major force in IoT - especially in the connected home and office. In his session at @ThingsExpo, Chris Kocher, founder and managing director of Grey Heron, explained how Amazon is extending its reach to become a major force in IoT by building on its dominant cloud IoT platform, its Dash Button strat...
Dec. 4, 2016 04:00 AM EST Reads: 6,226
Let’s face it, embracing new storage technologies, capabilities and upgrading to new hardware often adds complexity and increases costs. In his session at 18th Cloud Expo, Seth Oxenhorn, Vice President of Business Development & Alliances at FalconStor, discussed how a truly heterogeneous software-defined storage approach can add value to legacy platforms and heterogeneous environments. The result reduces complexity, significantly lowers cost, and provides IT organizations with improved efficienc...
Dec. 4, 2016 04:00 AM EST Reads: 4,959
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, will share examples from a wide range of industries – includin...
Dec. 4, 2016 03:45 AM EST Reads: 1,570
"We build IoT infrastructure products - when you have to integrate different devices, different systems and cloud you have to build an application to do that but we eliminate the need to build an application. Our products can integrate any device, any system, any cloud regardless of protocol," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 4, 2016 02:15 AM EST Reads: 886
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...
Dec. 4, 2016 02:00 AM EST Reads: 3,786
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
Dec. 4, 2016 12:30 AM EST Reads: 1,788
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, provided an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data professionals...
Dec. 3, 2016 11:00 PM EST Reads: 4,166
"Once customers get a year into their IoT deployments, they start to realize that they may have been shortsighted in the ways they built out their deployment and the key thing I see a lot of people looking at is - how can I take equipment data, pull it back in an IoT solution and show it in a dashboard," stated Dave McCarthy, Director of Products at Bsquare Corporation, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 3, 2016 11:00 PM EST Reads: 971