Tag: Leadership

The Pygmalion Effect: Proving Them Right

Reading Time: 9 minutes

The Pygmalion Effect is a powerful secret weapon. Without even realizing it, we can nudge others towards success. In this article, discover how expectations can influence performance for better or worse.

How Expectations Influence Performance

Many people believe that their pets or children are of unusual intelligence or can understand everything they say. Some people have stories of abnormal feats. In the late 19th century, one man claimed that about his horse and appeared to have evidence. William Von Osten was a teacher and horse trainer. He believed that animals could learn to read or count. Von Osten’s initial attempts with dogs and a bear were unsuccessful, but when he began working with an unusual horse, he changed our understanding of psychology. Known as Clever Hans, the animal could answer questions, with 90% accuracy, by tapping his hoof. He could add, subtract, multiply, divide, and tell the time and the date.

Clever Hans could also read and understand questions written or asked in German. Crowds flocked to see the horse, and the scientific community soon grew interested. Researchers studied the horse, looking for signs of trickery. Yet they found none. The horse could answer questions asked by anyone, even if Von Osten was absent. This indicated that no signaling was at play. For a while, the world believed the horse was truly clever.

Then psychologist Oskar Pfungst turned his attention to Clever Hans. Assisted by a team of researchers, he uncovered two anomalies. When blinkered or behind a screen, the horse could not answer questions. Likewise, he could respond only if the questioner knew the answer. From these observations, Pfungst deduced that Clever Hans was not making any mental calculations. Nor did he understand numbers or language in the human sense. Although Von Osten had intended no trickery, the act was false.

Instead, Clever Hans had learned to detect subtle, yet consistent nonverbal cues. When someone asked a question, Clever Hans responded to their body language with a degree of accuracy many poker players would envy. For example, when someone asked Clever Hans to make a calculation, he would begin tapping his hoof. Once he reached the correct answer, the questioner would show involuntary signs. Pfungst found that many people tilted their head at this point. Clever Hans would recognize this behavior and stop. When blinkered or when the questioner did not know the answer, the horse didn’t have a clue. When he couldn’t see the cues, he had no answer.

The Pygmalion Effect

Von Osten died in 1909 and Clever Hans disappeared from record. But his legacy lives on in a particular branch of psychology.

The case of Clever Hans is of less interest than the research it went on to provoke. Psychologists working in the decades following began to study how the expectations of others affect us. If someone expected Clever Hans to answer a question and ensured that he knew it, could the same thing occur elsewhere?

Could we be, at times, responding to subtle cues? Decades of research have provided consistent, robust evidence that the answer is yes. It comes down to the concepts of the self-fulfilling prophecy and the Pygmalion effect.

The Pygmalion effect is a psychological phenomenon wherein high expectations lead to improved performance in a given area. Its name comes from the story of Pygmalion, a mythical Greek sculptor. Pygmalion carved a statue of a woman and then became enamored with it. Unable to love a human, Pygmalion appealed to Aphrodite, the goddess of love. She took pity and brought the statue to life. The couple married and went on to have a daughter, Paphos.

False Beliefs Come True Over Time

In the same way Pygmalion’s fixation on the statue brought it to life, our focus on a belief or assumption can do the same. The flipside is the Golem effect, wherein low expectations lead to decreased performance. Both effects come under the category of self-fulfilling prophecies. Whether the expectation comes from us or others, the effect manifests in the same way.

The Pygmalion effect has profound ramifications in schools and organizations and with regard to social class and stereotypes. By some estimations, it is the result of our brains’ poorly distinguishing between perception and expectation. Although many people purport to want to prove their critics wrong, we often merely end up proving our supporters right.

Understanding the Pygmalion effect is a powerful way to positively affect those around us, from our children and friends to employees and leaders. If we don’t take into account the ramifications of our expectations, we may miss out on the dramatic benefits of holding high standards.

The concept of a self-fulfilling prophecy is attributed to sociologist Robert K. Merton. In 1948, Merton published the first paper on the topic. In it, he described the phenomenon as a false belief that becomes true over time. Once this occurs, it creates a feedback loop. We assume we were always correct because it seems so in hindsight. Merton described a self-fulfilling prophecy as self-hypnosis through our own propaganda.

As with many psychological concepts, people had a vague awareness of its existence long before research confirmed anything. Renowned orator and theologian Jacques Benigne Bossuet declared in the 17th century that “The greatest weakness of all weaknesses is to fear too much to appear weak.”

Even Sigmund Freud was aware of self-fulfilling prophecies. In A Childhood Memory of Goethe, Freud wrote: “If a man has been his mother’s undisputed darling he retains throughout life the triumphant feeling, the confidence in success, which not seldom brings actual success with it.”

The IQ of Students

Research by Robert Rosenthal and Lenore Jacobson examined the influence of teachers’ expectations on students’ performance. Their subsequent paper is one of the most cited and discussed psychological studies ever conducted.

Rosenthal and Jacobson began by testing the IQ of elementary school students. Teachers were told that the IQ test showed around one-fifth of their students to be unusually intelligent. For ethical reasons, they did not label an alternate group as unintelligent and instead used unlabeled classmates as the control group. It will doubtless come as no surprise that the “gifted” students were chosen at random. They should not have had a significant statistical advantage over their peers. As the study period ended, all students had their IQs retested. Both groups showed an improvement. Yet those who were described as intelligent experienced much greater gains in their IQ points. Rosenthal and Jacobson attributed this result to the Pygmalion effect. Teachers paid more attention to “gifted” students, offering more support and encouragement than they would otherwise. Picked at random, those children ended up excelling. Sadly, no follow-up studies were ever conducted, so we do not know the long-term impact on the children involved.

Prior to studying the effect on children, Rosenthal performed preliminary research on animals. Students were given rats from two groups, one described as “maze dull” and the other as “maze bright.” Researchers claimed that the former group could not learn to properly negotiate a maze, but the latter could with ease. As you might expect, the groups of rats were the same. Like the gifted and nongifted children, they were chosen at random. Yet by the time the study finished, the “maze-bright” rats appeared to have learned faster. The students considered them tamer and more pleasant to work with than the “maze-dull” rats.

In general, authority figures have the power to influence how the people subordinate to them behave by holding high expectations. Whether consciously or not, leaders facilitate changes in behavior, such as by giving people more responsibility or setting stretch goals. Like the subtle cues that allowed Clever Hans to make calculations, these small changes in treatment can promote learning and growth. If a leader thinks an employee is competent, they will treat them as such. The employee then gets more opportunities to develop their competence, and their performance improves in a positive feedback loop. This works both ways. When we expect an authority figure to be competent or successful, we tend to be attentive and supportive. In the process, we bolster their performance, too. Students who act interested in lectures create interesting lecturers.

In Pygmalion in Management, J. Sterling Livingston writes,

Some managers always treat their subordinates in a way that leads to superior performance. But most … unintentionally treat their subordinates in a way that leads to lower performance than they are capable of achieving. The way managers treat their subordinates is subtly influenced by what they expect of them. If manager’s expectations are high, productivity is likely to be excellent. If their expectations are low, productivity is likely to be poor. It is as though there were a law that caused subordinates’ performance to rise or fall to meet managers’ expectations.

The Pygmalion effect shows us that our reality is negotiable and can be manipulated by others — on purpose or by accident. What we achieve, how we think, how we act, and how we perceive our capabilities can be influenced by the expectations of those around us. Those expectations may be the result of biased or irrational thinking, but they have the power to affect us and change what happens. While cognitive biases distort only what we perceive, self-fulfilling prophecies alter what happens.

Of course, the Pygmalion effect works only when we are physically capable of achieving what is expected of us. After Rosenthal and Jacobson published their initial research, many people were entranced by the implication that we are all capable of more than we think. Although that can be true, we have no indication that any of us can do anything if someone believes we can. Instead, the Pygmalion effect seems to involve us leveraging our full capabilities and avoiding the obstacles created by low expectations.

Clever Hans truly was an intelligent horse, but he was smart because he could read almost imperceptible nonverbal cues, not because he could do math. So, he did have unusual capabilities, as shown by the fact that few other animals have done what he did.

We can’t do anything just because someone expects us to. Overly high expectations can also be stressful. When someone sets the bar too high, we can get discouraged and not even bother trying. Stretch goals and high expectations are beneficial, up to the point of diminishing returns. Research by McClelland and Atkinson indicates that the Pygmalion effect drops off if we see our chance of success as being less than 50%. If an endeavor seems either certain or completely uncertain, the Pygmalion effect does not hold. When we are stretched but confident, high expectations can help us achieve more.

Check Your Assumptions

In Self-Fulfilling Prophecy: A Practical Guide to Its Use in Education, Robert T. Tauber describes an exercise in which people are asked to list their assumptions about people with certain descriptions. These included a cheerleader, “a minority woman with four kids at the market using food stamps,” and a “person standing outside smoking on a cold February day.” An anonymous survey of undergraduate students revealed mostly negative assumptions. Tauber asks the reader to consider how being exposed to these types of assumptions might affect someone’s day-to-day life.

The expectations people have of us affect us in countless subtle ways each day. Although we rarely notice it (unless we are on the receiving end of overt racism, sexism, and other forms of bias), those expectations dictate the opportunities we are offered, how we are spoken to, and the praise and criticism we receive. Individually, these knocks and nudges have minimal impact. In the long run, they might dictate whether we succeed or fail or fall somewhere on the spectrum in between.

The important point to note about the Pygmalion effect is that it creates a literal change in what occurs. There is nothing mystical about the effect. When we expect someone to perform well in any capacity, we treat them in a different way. Teachers tend to show more positive body language towards students they expect to be gifted. They may teach them more challenging material, offer more chances to ask questions, and provide personalized feedback. As Carl Sagan declared, “The visions we offer our children shape the future. It matters what those visions are. Often they become self-fulfilling prophecies. Dreams are maps.”

A perfect illustration is the case of James Sweeney and George Johnson, as described in Pygmalion in Management. Sweeney was a teacher at Tulane University, where Johnson worked as a porter. Aware of the Pygmalion effect, Sweeney had a hunch that he could teach anyone to be a competent computer operator. He began his experiment, offering Johnson lessons each afternoon. Other university staff were dubious, especially as Johnson appeared to have a low IQ. But the Pygmalion effect won out and the former janitor eventually became responsible for training new computer operators.

The Pygmalion effect is a powerful secret weapon. Who wouldn’t want to help their children get smarter, help employees and leaders be more competent, and generally push others to do well? That’s possible if we raise our standards and see others in the best possible light. It is not necessary to actively attempt to intervene. Without even realizing it, we can nudge others towards success. If that sounds too good to be true, remember that the effect holds up for everything from rats to CEOs.

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Earning Your Stripes with Patrick Collison [The Knowledge Project #32]

Reading Time: 2 minutes

On this episode of The Knowledge Project, Patrick Collison (@patrickc), CEO, and co-founder of Stripe shares wise insights on success, failure, management, decision making, learning and so much more. Grab a pen…

Patrick Collison

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On this episode of the Knowledge Project, I chat with Patrick Collison, co-founder and CEO of the leading online payment processing company, Stripe. If you’ve purchased anything online recently, there’s a good chance that Stripe facilitated the transaction.

What is now an organization with over a thousand employees and handling billions of dollars of online purchases every year, began as a small side experiment while Patrick and his brother John were going to college.

During our conversation, Patrick shares the details of their unlikely journey and some of the hard-earned wisdom he picked up along the way. I hope you have something handy to write with because the nuggets per minute in this episode are off the charts. Patrick was so open and generous with his responses that I’m really excited for you to hear what he has to say.

Here are just a few of the things we cover:

  • The biggest (and most valuable) mistakes Patrick made in the early days of Stripe and how they helped him get better
  • The characteristics that Patrick looks for in a new hire to fit and contribute to the Stripe company culture
  • What compelled he and his brother to move forward with the early concept of Stripe, even though on paper it was doomed to fail from the start
  • The gaps Patrick saw in the market that dozens of other processing companies were missing — and how he capitalized on them
  • The lessons Patrick learned from scaling Stripe from two employees (he and his brother) to nearly 1,000 today
  • How he evaluates the upsides and potential dangers of speculative positions within the company
  • How his Irish upbringing influenced his ability to argue and disagree without taking offense (and how we can all be a little more “Irish”)
  • The power of finding the right peer group in your social and professional circles and how impactful and influential it can be in determining where you end up.
  • The 4 ways Patrick has modified his decision-making process over the last 5 years and how it’s helped him develop as a person and as a business leader (this part alone is worth the listen)
  • Patrick’s unique approach to books and how he chooses what he’s going to spend his time reading
  • …life in Silicon Valley, Baumol’s cost disease, and so, so much more.

Patrick truly is one of the warmest, humble and down to earth people I’ve had the pleasure to speak with and I thoroughly enjoyed our conversation together. I hope you will too!

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Maker vs. Manager: How Your Schedule Can Make or Break You

Reading Time: 13 minutes

Consider the daily schedule of famed novelist Haruki Murakami. When he’s working on a novel, he starts his days at 4 am and writes for five or six continuous hours. Once the writing is done, he spends his afternoons running or swimming, and his evenings, reading or listening to music before a 9 pm bedtime. Murakami is known for his strict adherence to this schedule.

In contrast, consider the schedule of an entrepreneur, speaker, and writer Gary Vaynerchuk. He describes his day (which begins at 6 am) as being broken into tiny slots, mostly comprising meetings, which can be as short as three minutes. He makes calls in between meetings. During the moments between meetings and calls, he posts on just about every social network in existence and records short segments of video or speech. In short, his day, for the most part, involves managing, organizing, and instructing other people, making decisions, planning, and advising.

“How we spend our days is, of course, how we spend our lives. What we do with this hour, and that one, is what we are doing. A schedule defends from chaos and whim. It is a net for catching days. It is a scaffolding on which a worker can stand and labor with both hands at sections of time.”

— Annie Dillard, The Writing Life

The numerous articles we have all read about the schedules and routines of successful people like these often miss the point. Getting up at 4 am does not make someone an acclaimed novelist, any more than splitting the day into 15-minute segments makes someone an influential entrepreneur.

What we can learn from reading about the schedules of people we admire is not what time to set our alarms or how many cups of coffee to drink, but that different types of work require different types of schedules. The two wildly different workdays of Murakami and Vaynerchuk illustrate the concept of maker and manager schedules.

Paul Graham of Y Combinator first described this concept in a 2009 essay. From Graham’s distinction between makers and managers, we can learn that doing creative work or overseeing other people does not necessitate certain habits or routines. It requires consideration of the way we structure our time.

What’s the Difference?

A manager’s day is, as a rule, sliced up into tiny slots, each with a specific purpose decided in advance. Many of those slots are used for meetings, calls, or emails. The manager’s schedule may be planned for them by a secretary or assistant.

Managers spend a lot of time, “putting out fires” and doing reactive work. An important call or email comes in, so it gets answered. An employee makes a mistake or needs advice, so the manager races to sort it out. To focus on one task for a substantial block of time, managers need to make an effort to prevent other people from distracting them.

Managers don’t necessarily need the capacity for deep focus — they primarily need the ability to make fast, smart decisions. In a three-minute meeting, they have the potential to generate (or destroy) enormous value through their decisions and expertise.

A maker’s schedule is different. It is made up of long blocks of time reserved for focusing on particular tasks, or the entire day might be devoted to one activity. Breaking their day up into slots of a few minutes each would be the equivalent of doing nothing.

A maker could be the stereotypical reclusive novelist, locked away in a cabin in the woods with a typewriter, no internet, and a bottle of whiskey to hand. Or they could be a Red Bull–drinking Silicon Valley software developer working in an open-plan office with their headphones on. Although interdisciplinary knowledge is valuable, makers do not always need a wide circle of competence. They need to do one thing well and can leave the rest to the managers.

Meetings are pricey for makers, restricting the time available for their real work, so they avoid them, batch them together, or schedule them at times of day when their energy levels are low. As Paul Graham writes:

When you’re operating on the maker’s schedule, meetings are a disaster. A single meeting can blow a whole afternoon, by breaking it into two pieces each too small to do anything hard in. Plus you have to remember to go to the meeting. That’s no problem for someone on the manager’s schedule. There’s always something coming on the next hour; the only question is what. But when someone on the maker’s schedule has a meeting, they have to think about it.

It makes sense. The two work styles could not be more different.

A manager’s job is to, well, manage other people and systems. The point is that their job revolves around organizing other people and making decisions. As Andrew Grove writes in High Output Management:

…a big part of a middle manager’s work is to supply information and know-how, and to impart a sense of the preferred method of handling things to the groups under his control and influence. A manager also makes and helps to make decisions. Both kinds of basic managerial tasks can only occur during face-to-face encounters, and therefore only during meetings. Thus, I will assert again that a meeting is nothing less than the medium through which managerial work is performed. That means we should not be fighting their very existence, but rather using the time spent in them as efficiently as possible.

A maker’s job is to create some form of tangible value. Makers work alone or under a manager, although they might have people working with them. “Maker” is a very broad category. A maker could be a writer, artist, software developer, carpenter, chef, biohacker, web designer, or anyone else who designs, creates, serves, and thinks.

Making anything significant requires time — lots of it — and having the right kind of schedule can help. Take a look at the quintessential maker schedule of the prolific (to say the least) writer Isaac Asimov, as described in his memoir:

I wake at five in the morning. I get to work as early as I can. I work as long as I can. I do this every day of the week, including holidays. I don’t take vacations voluntarily and I try to do my work even when I’m on vacation. (And even when I’m in the hospital.)

In other words, I am still and forever in the candy store [where he worked as a child]. Of course, I’m not waiting on customers; I’m not taking money and making change; I’m not forced to be polite to everyone who comes in (in actual fact, I was never good at that). I am, instead, doing things I very much want to do — but the schedule is there; the schedule that was ground into me; the schedule you would think I would have rebelled against once I had the chance.

The Intersection Between Makers and Managers

It is far from unusual for a person’s job to involve both maker and manager duties. Elon Musk is one example. His oft-analyzed schedule involves a great deal of managing as the head of multiple major companies, but he also spends an estimated 80% of his time on designing and engineering. How does he achieve this? Judging from interviews, Musk is adept at switching between the two schedules, planning his day in five-minute slots during the managerial times and avoiding calls or emails during the maker times.

The important point to note is that people who successfully combine both schedules do so by making a clear distinction, setting boundaries for those around them, and adjusting their environment in accordance. They don’t design for an hour, have meetings for an hour, then return to designing, and so on. In his role as an investor and adviser to startups, Paul Graham sets boundaries between his two types of work:

How do we manage to advise so many startups on the maker’s schedule? By using the classic device for simulating the manager’s schedule within the maker’s: office hours. Several times a week I set aside a chunk of time to meet founders we’ve funded. These chunks of time are at the end of my working day, and I wrote a signup program that ensures [that] all the appointments within a given set of office hours are clustered at the end. Because they come at the end of my day these meetings are never an interruption. (Unless their working day ends at the same time as mine, the meeting presumably interrupts theirs, but since they made the appointment it must be worth it to them.) During busy periods, office hours sometimes get long enough that they compress the day, but they never interrupt it.

Likewise, during his time working on his own startup, Graham figured out how to partition his day and get both categories of work done without sacrificing his sanity:

When we were working on our own startup, back in the ’90s, I evolved another trick for partitioning the day. I used to program from dinner till about 3am every day, because at night no one could interrupt me. Then, I’d sleep till about 11am, and come in and work until dinner on what I called “business stuff.” I never thought of it in these terms, but in effect I had two workdays each day, one on the manager’s schedule and one on the maker’s.

Murakami also combined making and managing during his early days as a novelist. As with many other makers, his creative work began as a side project while he held another job. Murakami ran a jazz club. In a 2008 New Yorker profile, Murakami described having a schedule similar to Graham’s in his days running a startup. He spent his days overseeing the jazz club — doing paperwork, organizing staff, keeping track of the inventory, and so on. When the club closed after midnight, Murakami started writing and continued until he was exhausted. After reaching a tipping point with his success as a writer, Murakami made the switch from combining maker and manager schedules to focusing on the former.

In Deep Work, Cal Newport describes the schedule of another person who combines both roles, Wharton professor (and our podcast guest) Adam Grant.

To produce at your peak level you need to work for extended periods with full concentration on a single task free from distraction. Though Grant’s productivity depends on many factors, there’s one idea in particular that seems central to his method: the batching of hard but important intellectual work into long, uninterrupted stretches. Grant performs this batching at multiple levels. Within the year, he stacks his teaching into the fall semester, during which he can turn all of his attention to teaching well and being available to his students. (This method seems to work, as Grant is currently the highest-rated teacher at Wharton and the winner of multiple teaching awards.)

During the fall semester, Grant is in manager mode and has meetings with students. For someone in a teaching role, a maker schedule would be impossible. Teachers need to be able to help and advise their students. In the spring and summer, Grant switches to a maker schedule to focus on his research. He avoids distractions by being — at least, in his mind — out of his office.

Within a semester dedicated to research, he alternates between periods where his door is open …, and periods where he isolates himself to focus completely and without distraction on a single research task. (He typically divides the writing of a scholarly paper into three discrete tasks: analyzing the data, writing a full draft, and editing the draft into something publishable.) During these periods, which can last up to three or four days, he’ll often put an out-of-office auto-responder on his e-mail so correspondents will know not to expect a response. “It sometimes confuses my colleagues,” he told me. “They say, ‘You’re not out of office, I see you in your office right now!’” But to Grant, it’s important to enforce strict isolation until he completes the task at hand.

“A woodpecker can tap twenty times on a thousand trees and get nowhere, but stay busy. Or he can tap twenty-thousand times on one tree and get dinner.”

— Seth Godin, The Dip

The Value of Defining Your Schedule

We all know the benefits of a solid routine — it helps us to work smarter, look after our health, plan the trajectory of our days, achieve goals, and so on. That has all been discussed a million times and doubtless will be discussed a million more. But how often do we think about how our days are actually broken up, about how we choose (or are forced) to segment them? If you consider yourself a maker, do you succeed in structuring your day around long blocks of focused work, or does it get chopped up into little slices that other people can grab? If you regard yourself as a manager, are you available for the people who need your time? Are those meetings serving a purpose and getting high-leverage work done, or are you just trying to fill up an appointment book? If you do both types of work, how do you draw a line between them and communicate that boundary to others?

Cal Newport writes:

We spend much of our days on autopilot—not giving much thought to what we are doing with our time. This is a problem. It’s difficult to prevent the trivial from creeping into every corner of your schedule if you don’t face, without flinching, your current balance between deep and shallow work, and then adopt the habit of pausing before action and asking, “What makes the most sense right now?”

There are two key reasons that the distinction between maker and manager schedules matters for each of us and the people we work with.

First, defining the type of schedule we need is more important than worrying about task management systems or daily habits. If we try to do maker work on a manager schedule or managerial work on a maker schedule, we will run into problems.

Second, we need to be aware of which schedule the people around us are on so we can be considerate and let them get their best work done.

We shouldn’t think of either type of work as superior, as the two are interdependent. Managers would be useless without makers and vice versa. It’s the clash that can be problematic. Paul Graham notes that some managers damage their employees’ productivity when they fail to recognize the distinction between the types of schedules. Managers who do recognize the distinction will be ahead of the game. As Graham writes:

Each type of schedule works fine by itself. Problems arise when they meet. Since most powerful people operate on the manager’s schedule, they’re in a position to make everyone resonate at their frequency if they want to. But the smarter ones restrain themselves, if they know that some of the people working for them need long chunks of time to work in.

Makers generally avoid meetings and similar time-based commitments that don’t have a direct impact on their immediate work. A 30-minute meeting does not just take up half an hour of an afternoon. It bisects the day, creating serious problems. Let’s say that a computer programmer has a meeting planned at 2 pm. When they start working in the morning, they know they have to stop later and are prevented from achieving full immersion in the current project. As 2 pm rolls around, they have to pause whatever they are doing — even if they are at a crucial stage — and head to the meeting. Once it finishes and they escape back to their real work, they experience attention residue and the switching costs of moving between tasks. It takes them a while — say, 15 to 20 minutes — to reach their prior state of focus. Taking that into account, the meeting has just devoured at least an hour of their time. If it runs over or if people want to chat afterward, the effect is even greater. And what if they have another meeting planned at 4 pm? That leaves them with perhaps an hour to work, during which they keep an eye on the clock to avoid being late.

Software entrepreneur Ray Ozzie has a specific technique for handling potential interruptions — the four-hour rule. When he’s working on a product, he never starts unless he has at least four uninterrupted hours to focus on it. Fractured blocks of time, he discovered, result in more bugs, which later require fixing.

In Quiet: The Power of Introverts in a World That Can’t Stop Talking, Susan Cain describes an experiment to figure out the characteristics of superior programmers:

…more than six hundred developers from ninety-two different companies participated. Each designed, coded, and tested a program, working in his normal office space during business hours. Each participant was also assigned a partner from the same company. The partners worked separately, however, without any communication, a feature of the games that turned out to be critical.

When the results came in, they revealed an enormous performance gap. The best outperformed the worst by a 10:1 ratio. The top programmers were also about 2.5 times better than the median. When DeMarco and Lister tried to figure out what accounted for this astonishing range, the factors that you’d think would matter—such as years of experience, salary, even the time spent completing the work—had little correlation to outcome. Programmers with ten years’ experience did no better than those with two years. The half who performed above the median earned less than 10 percent more than the half below—even though they were almost twice as good. The programmers who turned in “zero-defect” work took slightly less, not more, time to complete the exercise than those who made mistakes.

It was a mystery with one intriguing clue: programmers from the same companies performed at more or less the same level, even though they hadn’t worked together. That’s because top performers overwhelmingly worked for companies that gave their workers the most privacy, personal space, control over their physical environments, and freedom from interruption. Sixty-two percent of the best performers said that their workspace was acceptably private, compared to only 19 percent of the worst performers; 76 percent of the worst performers but only 38 percent of the top performers said that people often interrupted them needlessly.

A common argument makers hear from people on a different schedule is that they should “just take a break for this!” — “this” being a meeting, call, coffee break, and so on. But a distinction exists between time spent not doing their immediate work and time spent taking a break.

Pausing to drink some water, stretch, or get fresh air is the type of break that recharges makers and helps them focus better when they get back to work. Pausing to hear about a coworker’s marital problems or the company’s predictions for the next quarter has the opposite effect. A break and time spent not working are very different. One fosters focus, the other snaps it.

Remember Arnold Bennett’s words: “You have to live on this 24 hours of time. Out of it you have to spin health, pleasure, money, content, respect and the evolution of your immortal soul. Its right use … is a matter of the highest urgency.”

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Hanlon’s Razor: Relax, Not Everything is Out to Get You

Reading Time: 8 minutes

Hanlon’s Razor teaches us not to assume the worst intention in the actions of others. Understanding Hanlon’s Razor helps us see the world in a more positive light, stop negative assumptions, and improve relationships. Let’s take a look at some examples.

***

If you ever feel that the world is against you, you are not alone.

We all have a tendency to assume that when anything goes wrong, the fault lies within some great conspiracy against us. A co-worker fails to give you a report in time? They must be trying to derail your career and beat you to a promotion. Your child drops and breaks an expensive plate? They must be trying to annoy you and waste your time. WiFi in a coffee shop not working? The staff must be lying about having it to lure you in and sample their crappy espresso.

But the simple fact is that these explanations which we tend to jump to are rarely true. Maybe your co-worker thought today was Tuesday, not Wednesday. Maybe your child had sticky hands from playing with play-doh. Maybe the WiFi router was just broken. This is where Hanlon’s razor comes in.

What is Hanlon’s Razor?

Hanlon’s Razor is a useful mental model which can be best summarized as:

‘Never attribute to malice that which can be adequately explained by neglect.’

Like Occam’s razor, this heuristic is a useful tool for rapid decision-making and intelligent cognition.

Applying Hanlon’s razor in our day-to-day lives, allows us to better develop relationships, become less judgmental, and improves rationality. Hanlon’s razor allows us to give people the benefit of the doubt and have more empathy. In this way, the value of Hanlon’s razor is pronounced in relationships and business matters.

It’s a simple fact that most of us spend a large part of our day communicating with others and making choices based on that. We all lead complex lives wherein (as Murphy’s law states) things are constantly going wrong. When this occurs, a common response is to blame the nearest person and assume they have malicious intent. People are quick to accuse corporations, politicians, their bosses, employees, coffee shop workers and even family of trying to derail them. When someone messes up around us, we forget how many times we too have done the same. We forget how many times we have elbowed someone in the street, knocked over a drink at a relative’s house or forgotten to meet a friend at the right time. Instead, the perpetrator becomes a source of intense irritation.

To assume intent in such a situation is likely to worsen the problem. None of us can ever know what someone else wanted to happen. The smartest people make a lot of mistakes. Inability or neglect is far more likely to be the cause than malice. When a situation causes us to become angry or frustrated, it can be valuable to consider if those emotions are justified. Often, the best way to react to other people causing us problems is by seeking to educate them, not to disdain them. In this way, we can avoid repeats of the same situation.

Origins of Hanlon’s Razor

The phrase ‘Hanlon’s razor’ was coined by Robert J. Hanlon, but it has been voiced by many people throughout history, as far back as 1774.

Napoleon Bonaparte famously declared:

‘Never ascribe to malice that which is adequately explained by incompetence.’

Goethe wrote similarly in The Sorrows of Young Werther in 1774:

Misunderstandings and neglect create more confusion in this world than trickery and malice. At any rate, the last two are certainly much less frequent.

The German general Kurt von Hammerstein-Equord used Hanlon’s razor to assess his men, saying:

I divide my officers into four groups. There are clever, diligent, stupid, and lazy officers. Usually two characteristics are combined. Some are clever and diligent – their place is the General Staff. The next lot are stupid and lazy – they make up 90 percent of every army and are suited to routine duties. Anyone who is both clever and lazy is qualified for the highest leadership duties, because he possesses the intellectual clarity and the composure necessary for difficult decisions. One must beware of anyone who is stupid and diligent – he must not be entrusted with any responsibility because he will always cause only mischief.

The Place of Hanlon’s Razor in a Latticework of Knowledge

Hanlon’s razor works best when combined and contrasted with other mental models in our latticework of knowledge. Here are some examples of the useful interactions:

  • The availability heuristic. This mental model states we misjudge the frequency of recent events. In particular, this occurs if they are vivid and memorable. Many people have a tendency to keep an internal scorecard of other people’s mistakes. For example, imagine that a taxi driver takes a wrong turn and makes a journey more expensive. A month later, the same thing occurs with a different driver. We are likely to recall the previous event and react by seeing all taxi drivers as malicious. Instead of accepting both as simple mistakes, the availability of the memory makes us imagine malicious intent. By combining these two mental models, we can understand why certain situations provoke such strong emotions. When a memory is vivid and easy to recall, we may ignore Hanlon’s razor.
  • Confirmation bias. We all have a tendency to look for information which confirms preexisting beliefs. When cognitive dissonance arises, we aim to realign our worldviews. Overcoming confirmation bias is a huge step towards making better choices motivated by logic, not emotions. Hanlon’s razor assists with this. If we expect malicious intent, we are likely to attribute it wherever possible. For example, if someone sees a certain politician as corrupt, they will look for information which confirms that. They become unable to identify when mistakes are the result of incompetence or accident.
  • Bias from disliking/hating. Hanlon’s razor can provide insights when we deal with people, institutions, or entities which we dislike. The more we dislike someone or something, the more likely we are to attribute their actions to malice. When someone we dislike makes a mistake, reacting with empathy and understanding tends to be the last response. Acting in an emotional way is natural, yet immature. It can only worsen the situation. The smartest solution is, no matter how much we dislike someone, to assume neglect or incompetence.
  • We also like to attribute our own flaws and failures to someone else, which is a cheap psychological protective mechanism called projection. This allows us to maintain a positive self-image and view friction as someone else’s fault rather than our own. It’s best to run a reality check before blaming others.

Hanlon's Razor Mental Model

The Uses of Hanlon’s Razor

The Media

Modern media treats outrage as a profitable commodity. This often takes the form of articles which attribute malice to that which could be explained by incompetence or ignorance. We see examples of this play out in the media multiple times a day. People rush to take offense at anything which contradicts their worldview or which they imagine to do so. Media outlets are becoming increasingly skilled at generating assumptions of malicious intent. When looking at newspapers, websites, and social media, it can be beneficial to apply Hanlon’s razor to what we see.

For example, when Apple’s Siri voice search launched, people noticed that it could not search for abortion clinics. This was immediately taken up as proof of misogyny within the company when in fact, a programming error caused the problem.

A similar issue has occurred a number of times with YouTube content policies. When videos discussing LGBTQ matters were filtered on the restrictive viewing mode, many people took extreme offense at this. The reality is that again, this was an algorithm error and not a case of homophobia on the part of their programmers. Countless videos which do not discuss anything related to LGBTQ issues have also been filtered. This shows it to be a case of confirmation bias, wherein people see the malice they expect to see.

Communication and Relationships

One of the most valuable uses of Hanlon’s razor is in relationships and communication. It is common for people to damage relationships by believing other people are intentionally trying to cause problems for them, or behaving in a way intended to be annoying. In most cases, these situations are the result of inability or accidental mistakes.

Douglas Hubbard expanded upon the idea in Failure of Risk Management: Why it’s Broken and How to Fix it:

I would add a clumsier but more accurate corollary to this: ‘Never attribute to malice or stupidity that which can be explained by moderately rational individuals following incentives in a complex system of interactions.’ People behaving with no central coordination and acting in their own best interest can still create results that appear to some to be clear proof of conspiracy or a plague of ignorance.

A further example can be seen when semantic barriers interfere with communication. We have all encountered people struggling to speak our native language, perhaps because they are a tourist or have recently moved to the county. You have probably seen someone gets frustrated at them or even been the one getting annoyed. Or if you have ever traveled to or lived in a country where you are not fluent in the language, you might have been the one people got annoyed at. Realistically, the person asking you for directions or struggling to order their coffee is not mixing up their nouns and speaking in a strong accent on purpose.

Hanlon’s razor tells us they are merely inarticulate and are not trying to waste anyone’s time. The same issues occur when a person uses language which is considered too complex or too basic. This may form a semantic barrier, as other people assume they are trying to confuse them or are being blunt.

A short-cut to regulating what can be strong reactions to inadvertent events is to conscientiously reframe the perpetrator as a toddler knocking over a vase. Their actions are rendered unintentional and clumsy, highlighting their need for help, maturation or supervision, allowing you to rapidly regain composure and not take it personally.

Exceptions and Issues

Like any mental model, Hanlon’s razor has its limitations and its validity has been contested. Some critics consider Hanlon’s razor to be an overly naive idea which can blind people to true malice. While people have malicious intent far less often than we think, it is still something which must be taken into account. Sometimes actions which could be attributed to incompetence are in fact consciously or unconsciously malicious.

An instance of Hanlon’s razor being proven wrong is the mafia. Prior to the 1960s, the existence of the mafia was considered to be a conspiracy theory. Only when a member contacted law enforcement, did police realize that the malice being perpetrated was carefully orchestrated.

To make the best use of Hanlon’s razor, we must be sure to put it in context, taking into account logic, experience, and empirical evidence. Make it a part of your latticework of mental models, but do not be blind to behavior which is intended to be harmful.

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Philosopher Kahlil Gibran on The Tension Between Reason and the Silence Required for Thinking

Reading Time: 2 minutes

Kahlil Gibran (1883–1931) published his masterpiece, The Prophet, in 1923. The work endures as a timeless meditation on the art of living. Gibran’s thoughts on love and giving offer a glimpse into his genius.

Reminding one of the struggle most of us have with the three marriages, Gibran illuminates the beautiful struggle that exists within all of us between reason and passion.

Your soul is oftentimes a battlefield, upon which your reason and your judgment wage war against your passion and your appetite.
Would that I could be the peacemaker in your soul, that I might turn the discord and rivalry of your elements into oneness and melody.
But how shall I, unless you yourselves be also the peacemakers, nay, the lovers of all your elements.

Your reason and your passion are the rudder and the sails of your seafaring soul.
If either your sails or your rudder be broken, you can but toss and drift, or else be held at a standstill in mid-seas.
For reason, ruling alone, is a force confirming; and passion, unattended, is a flame that burns to its own destruction.
Therefore let your soul exalt your reason to the height of passion, that it my sing.
And let it direct your passion with reason, that your passion may live through its own daily resurrection, and like the phoenix rise above its own ashes.

As for his final piece of advice, on the tension between reason and passion, Gibran suggests something we should all take to heart, “rest in reason and move in passion.”

Just as there is a required solitude in leadership, there is a silence required for thinking. Increasingly, however, we use devices from iPhones and Echo’s to entertain and reduce our ability to be present with ourselves. When it comes to Speaking and Talking, Gibran offers:

You talk when you cease to be at peace with your thoughts;
And when you can no longer dwell in the solitude of your heart you live in your lips, and sound is a diversion and a pastime.
And in much of your talking, your thinking is half murdered.
For thought is a bird of space, that in a case of words may indeed unfold its wings but cannot fly.

There are those among you who seek the talkative through fear of being alone.
The silence of aloneness reveals to their eyes their naked selves and they would escape.
And there are those who talk, and without knowledge or forethought reveal a truth which they themselves do not understand.
And there are those who have the truth within them, but they tell it not in words.

The Prophet goes on to explore love, marriage, children, crime and punishment and so much more. Complement with German Philosopher Arthur Schopenhauer on the Dangers of Clickbait.

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Tribal Leadership: The Key To Building Great Teams

Reading Time: 6 minutes

Have you ever wondered about internal organization dynamics and why some groups of people (who aren’t on the same team) are more successful than others? Why different “tribes” inside the organization seem to be at war with one another lowering performance in increasing politics? Why certain groups of people never seem to do anything? Or why its hard to move into the next level? Read on.

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Tribal Leadership

Organizations are a collection of small towns wrapped into a bigger city. Each small town is full of people from slackers to sherifs. While the people in the towns are different, the roles are similar. In their book, Tribal Leadership: Leveraging Natural Groups to Build a Thriving Organization, Dave Logan, John King, and Halee Fischer-Wright, call these small towns tribes.

Tribes consist of groups of people from 20-150. (You can think of the test to identify whether someone is in your tribe as stopping to say “hello” and have a brief chat when you pass them on the street.) When the tribe approaches 150, a number that comes from Robin Dunbar’s research that was popularized in The Tipping Point, it naturally splits into two.

Importantly, tribes are not (necessarily) teams. Yet tribes are how work gets done in organizations. They have the ability to render the latest corporate culture efforts from CEOs useless. “In companies,” Logan and his co-authors write, “tribes decide whether the new leader is going to flourish or get taken out. They determine how much work is going to get done, and of what quality.”

As you can imagine some tribes want to change the world while others are content to take a lot of coffee breaks. What compels one tribe of people to constantly evolve and move forward and another to stagnate (succumbing to the Red Queen Effect)? The leaders of the tribe.

More than others, tribal leaders influence the culture of their respective tribes. Ambitious leaders focus on growing, adapting, and upgrading the tribal culture to improve the tribes standing in the organization. If they are successful, the tribe members reward them with “cult like loyalty.” (This explains the phenomenon of promotions in a lot of organizations: When the tribe leader is promoted, a lot of the tribe members follow suit.)

Organizations are the sum of the tribes. Some are moving in the same direction while others veer in another. Some tribes propel while yet others add friction. Some tribes attract talent and others eject it. Performance is set not by the individual tribe leader but by the aggregation of them.

Tribal leadership is a process not an outcome and most people are blind to the dynamics of their tribes. Like all of our mental models, when you learn to see your company as a tribe, you can’t unsee it. Things just click.

Logan and his co-authors simplify the dynamics of tribal leadership into 5 stages and they arrange the tools accordingly. Each stage has different “leverage points” to move to the next stage. “Each stage,” they write, “gets more done and has more fun than the one before it.”

Companies are never fully in one stage. They may have various tribes in Stage Two all the way to (hopefully) Stage Five. The more tribes you have operating at higher levels the better the company’s performance, at least in theory.

Every tribe has a dominant culture, which we can peg on a one-to-five scale, with the goal being stability at Stage Four, and on occasion leaps to Stage Five.

The leverage points to move from Stage Two to Stage Three is not the same as those you need at Stage Three to move to Stage Four. (A lot of business and self-help books fail to realize this point. Perspective advice is more contextual than people realize.)

Let’s look at the Five Stages before looking at the leverage points.

The Five Tribal Stages

Stage One (2%): This is the “life sucks” camp. Logan and his co-authors likely this to street gangs and people that come to work with hostility and despair.

Stage Two (25%): In this stage, life doesn’t suck, only your life. In this stage, Logan et al. write, people are “passively antagonistic; they cross their arms in judgment yet never really get interested enough to spark any passion. Their laughter is quietly sarcastic and resigned. The Stage Two talk is that they’ve seen in all before and watched it all fail. A person at Stage Two will often try to protect his or her people from the intrusion of management.” This tribe is largely a collection of victims. This is what we see in Government Departments or The Office. Innovation is almost non-existent. Urgency is reserved for the coffee break. Accountability is rare.

Stage Three (49%): Moving along the continuum from “my life sucks” (Stage Two) we arrive at “I’m great (and you’re not)”. “Within the Stage Three culture,” Logan and his coauthors write, “knowledge is power, so people hoard it, from client contacts to gossip about the company.” At this Stage people need to win, especially if that means you lose. On an individual basis, these people are generally competent but form a collection of “lone warriors,” who want to help but experience near continuous disappointment when “others don’t have their ambition of skill.” These people, however, are willing to do the work. The most common complaints for people at this level is that they are too busy, they have no time, and they have crappy support.

Stage Four (22%): This is the progress from I’m great (Stage Three) to we’re great (Stage Four). The journey is not measured in equidistant miles between each stage and the gulf between Three and Four is much larger than from Two to Three. In this Stage if you take the tribe away, “the person’s sense of self suffers a loss.” Leaders in this Stage feel “pulled by the group.” Stage Four tribes have an outside adversary (whereas those operating in Stages Two and Three often have internal ones.) “The rule for Stage Four,” writes Logan et al., is “the bigger the foe, the more powerful the tribe.” These tribes have little patience for the politics, personal agendas, and Office-style performance that dominate Stage Three. Like a transplant that doesn’t take, the group rejects these people.

Stage Five (2%): “Stage Five’s T-shirt,” write Logan et al., “would read life is great.” The language here is one of potential and making history. “Teams at Stage Five have produced miraculous innovations. The team that produced the first Macintosh was at Stage Five. … This stage is pure leadership, vision, and inspiration.” These teams often revert back to Stage Four to regroup before attempting to summit again.

tribal-leadership

“Tribal leadership,” argues Logan and his co-authors, “focuses on two things: the words people use and the types of relationships they form.” Moving from Stage to Stage means using different leverage points.

Leverage Points And Success Indicators to Upgrade Tribal Culture

For a person at Stage One:

  • Go where the action is.
  • Start hanging around people at Stage Two.
  • “Cut ties with people who share the “life sucks” language.

The success indicators here are:

  • A move away from “life sucks” language to “my life sucks.”
  • Passive apathy replaces despairing hostility.
  • Cuts ties with people at Stage One.

For a person at Stage Two:

  • Start building one-on-one relationships especially with people at Stage Three.
  • “In one-on-one sessions, show her how her work makes an impact.”
  • Assign short duration projects that require little nagging (as that might reinforce the “my life sucks” language that dominates this Stage.)

The success indicators here are:

  • A move away from “my life sucks” to “I’m great.”
  • Name-dropping and bragging.
  • Lone warrior fighting the good fight.

For a person at Stage Three:

  • Encourage them to form three person relationships (we expand on this in our learning community).
  • Encourage them to work on projects bigger than something they could tackle by themselves.
  • The way they’ve worked to achieve the success they’ve had up to this point won’t get them where they need to go. Focus on bigger goals and inviting people in to help them.
  • Point to role models who use the “we” language and the success they’ve achieved.

The success indicators here are:

  • They will use “we” instead of “I.”
  • Their network expands from a few dozen to several hundred.
  • Working less but getting more done.

For a Person at Stage Four:

  • “Stabilize by ensuring (relationships) are based on values, advantages, and opportunity.”
  • Encourage opportunistic behaviour to accomplish greatness.
  • Recruiting others to the tribe who share values.
  • “Perform regular oil changes with the team. In this process, she should lead a discussion about (1) what is working well, (2) what is not working well, and (3) what the team can do to make things that are not working well, work.”

Success indicators here are:

  • A switch from “we’re great” to “life is great”
  • Networks include a “stunning amount of diversity.”
  • Time allocations are based on values and noble missions.
  • Exemplar of the tribes values.

Tribal Leadership is a fascinating book that goes on to offer more strategies for leading others (and ourselves) through the stages. In our learning community we dive into some of the strategies the book offers for growing your network.

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