Perceptions: The Gateway to Decisions

Leonardo Da Vinci: "All of our knowledge has its origin in our perceptions."

When dealing with people whether it is an issue of employee retention, customer service, putting together a new business deal, etc...business people need to explore what is not obvious: people's perceived reality.  Some people are adept at reading non-verbal signals while others have a keen intuitive sense for people.  I am not sure whether this talent is either natural or learned; it nonetheless is imperative. 

Isn't this the nature of politics: getting people to make a decision based on an emotional reaction through their perception of information assisted by a some form of presentation tempered by the general mood of the recipient. 

Emotions drive decisions.  Emotions are controlled by perceptions.  Perceptions of people are sometimes swayed even if not substantiated with real or truthful information that could be filtered in from outside people (for example: competitors or former employees) or miscommunicated from inside as part of the relationship team.  

Consider the following ideas to possibly improve your business relationships  and possibly help avoid issues like losing customers or valued employees: 

1.)  Ask open-ended questions:

What kind of challenges are you facing?
What’s the most important priority? Why?
What would you like to see improved?
How do you measure that?

2.)  Schedule time over breakfast, lunch or dinner.  Without some time over food to share life experiences we all find a level of comfort and trust. 

Take the time to ask the hard questions in those meetings:  "What could we do differently?"  Listen and take notes - follow up even if seemingly redundant.

3.)  Ask other people that know them to get a better feel of the perception an employee or customer might have of the relationship?   

4.)  Take the long run approach of not reacting to irrational decisions.  Be true to yourself as well as the mission and vision of your business no matter what people's perceptions/decisions tend to be - even when they are based on faulty information. 

Keep your eyes open and pay attention to the people around you.  When in doubt, just be kind and courteous to everyone as often as you can and LISTEN to them. 

"May the odds be forever in your favor...(Hunger games :)."