Understanding Mental Models and Perceptions
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We all have moments when we are surprised, shocked or left speechless when we see behavior or actions that are not what we expected. In our minds, our instructions were clear and concise. How could we possibly be misunderstood? Learn how to identify your mental models and when they may enhance or inhibit our communication and listening skills ork and use this knowledge to build better relationships and improve performance.
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Understanding Mental Models and Perceptions
- 1. Understanding Mental Models/Perceptions Rebecca Barnes-Hogg, SPHR HRACC December 18, 2013
- 3. What are you doing?
- 4. Which Angle?
- 5. Ladder of Inference Actions I take based on my beliefs. Beliefs I hold about the world. Conclusions I make based on assumptions. Assumptions I make based on meanings. Meanings I add, cultural & personal. Data I select from what I observe. Observable Data I see/hear/smell/touch/taste. Reflexive Loop: Our beliefs affect what data we select the next time
- 6. Reflection
- 7. Advocacy
- 8. Inquiry
- 9. When two people share common beliefs and connect based on those beliefs, the result is the most human, transparent, and relational form of communication that can occur. --Nancy Duarte
- 10. Questions & Final Thoughts • We live chaotic lives • We worry about a sick child • We sleep poorly in a hotel bed • We struggle with financial problems • We don’t always feel in the groove
Notes de l'éditeur
- Good Morning! Thank you for the gift of your time.conversation today will challenge our thinkingleave here with several ideas that will improve your communication with your boss, co-workers, staff, family and friends
- Visual presentation of emotion and/or bad acting. Getting below the surface and discovering the unobservable.
- What are you Doing? Group activity. One person starts miming an activity. The next asks, “What are you doing?” The first lies and says something totally different…the second person must start doing that activity ... a third comes up and asks the second, etc. Difficult between what is said and what is done. Discord, not in alignment, what was hard, what was easy
- The display case glass in a local coffee shop exploded, requiring the owner to cover the case with cardboard and await the replacement which would take over a month. He wrote on the cardboard, "We have the usual delicious treats inside, just ask." I did ask--I asked why he didn't take photos of his pastries and cakes and tape them to the outside of the cardboard. It never dawned on him (this is why I make the big bucks, I guess). He was thinking of HIS issue, replacing the glass. He should have been thinking of his CUSTOMERS' issue, choosing food.
- CULTURE IS THE LENS THROUGH WHICH WE MAKE SENSE OUT OF WHAT WE SEE IN OUR LIVES.Culture determines • Perception, labeling, meaning, focus, communication about, and evaluation of things around us “The Truth” can be different to different peopleRespect Diversityquick story about Mark Ellis and Tully
- Build AwarenessWhat was said What I’m feeling/thinking
- Make your thinking and reasoning visible “Here’s what I think, and how I got there.”“I came to this conclusion because…”
- Ask about others’ thinking and reasoning “What leads you to conclude that?”“Can you help me understand your thinking here?” Advocacy and inquiry can be challenging to balance since we have our favorite ‘ways of being’ in certain situations. □ Too much inquiry can sound like an interrogation and too much advocacy can sound pushy and dogmatic: both are off-putting. □ While it may be difficult to give up one’s cherished opinions (advocacy), inquiry alone isn’t realistic as we all do have our viewpoints. Instead, intentionally make your thinking visible (i.e., using the Ladder of Inference tool), and demonstrate your willingness to genuinely learn more about the other person’s views.
- Remember they are only human, living chaotic lives.They might be worrying about a sick child,Slept poorly in a hotel bedStruggling with financial problemsJust not feeling in their groove.What questions or comments do you have?