Archives for posts with tag: #leadership; #workplace

Futures Rambling #101

In the book, The Enigma of Reason cognitive scientists Hugo Mercier and Dan Sperber help us understand the concept of bias using the analogy of a mouse who is bent on confirming its belief that there are no cats in the world. One can quickly see the inherent danger when the mouse becomes a kitty snack. On the world stage examples abound from the silly, e.g. Trump’s ‘birther debate’ to those with broader implications, such as denying climate change.

Sadly, to add to the list, we humans have another fault referred to as ‘myside bias’ clouding our reason. People are amazingly efficient at spotting weaknesses in another’s approach, but can be completely blind to their own. Sperber and Mercier suggests this occurs when the pace of change in the environment is too fast for natural selection to catch up. There are many examples, one is the dizzying speed that technology and digital interfaces have entering our environments, and the impact they have.

Steven Sloman, a professor at Brown, and Philip Fernbach, a professor at the University of Colorado, also cognitive scientists, put it another way. They say people are simply dumb and believe they know more than they actually do. Ignorance fuels bias. To make the point they suggest thinking about a toilet. It’s of course one thing to flush one and another to know how it actually operates.

As a rule, strong feelings about issues do not emerge from deep understanding. This is particularly worrisome when people who think alike collect together and form dangerous communities of stupidity. One excellent example would be the Trump’s cabinet and their highly inexperienced advisors. Really, who knew selling handbags and shoes was transferable to running a nation, but has it kept Ivanka from the West Wing?

Humans are so flawed, even our own physiology sets us up for failure. We experience a rush of dopamine when our beliefs are reinforced by others. Dopamine is a neurotransmitter that control the brain’s reward and pleasure center; consequently, thinking you’re right and sticking to your guns, even when you’re wrong, produces a rush of dopamine. We actually get high. It’s sick and warped in the same cruel way a dopamine rush from checking email is.

A final addition to the list of flaws is implicit bias. They are learned bias associated with various qualities or social categories such as race or gender. These are currently playing a critical role in America right now, think about the Black Lives Matter debate. Implicit bias are hard to correct because they’re based on rehearsed, or learned, neural connections in the brain. Unfortunately, our brains are very good at leaning, they are not very good at unlearning.

If we can’t rely on data, because no one believes in it anymore and logic and reason are prone to bias, might we perhaps we turn to intraception? This is the term psychologist use to describe those who process the world primarily through their feelings or emotions.

Lisa Feldman Barret, professor of psychology at Northeastern University in Boston, discusses this approach in her book How Emotions are Made. The long held belief that emotions are hard-wired in neurons in the brain is one she challenges, the status quo thinking is these neurons are automatically triggered when something happens to produce a specific emotional response.

Instead, she suggests emotions are more complex. For example a smile cannot provide clues to appreciate the nuances of a given emotion because there is more than one type of sadness, happiness or awe and emotions vary from culture to culture. She’s coined ‘the theory of constructed emotion’ which posits the brain relies on the past to construct the present. It predicts what to expect, and what actions to take, from sensory input based on experiences rather than hard wiring.

Thinking about this from your brains point of view it makes sense, it’s in your skull with no access to what causes the sensations it receives; it only has the effects. Given the plethora of human flaws outlined above what’s great about this is that Barret believes it is entirely possible to invest energy into cultivating new experiences that in time, if practiced, will become automated emotional responses.

Architects and designers can learn from this. If we know people’s immediate emotional response to change is ‘no way, no how, not doing that’ and we also know banging our heads against the wall trying to change beliefs hurts, we should stop talking and start creating experiences. It’s not complex, in fact the benefits of exposure to new things was introduced by the famous Dr. Suess in the legendary tome Green Eggs and Ham.

If all else fails there is always professional help to be sought. Extreme lost causes can be sent away for neuroscience-based coaching and cognitive behavioural therapy. Yes it’s a real thing. There are even programs to overcome implicit bias called Raciest Anonymous, naturally this concept was conceived of and is held in California (there’s an example of implicit bias in action). Finally, if the people you deal with are just plain stupid, perhaps suggest they immigrate to America. I hear there are still spots in the Trump administration up for grabs.

 

 

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Futures Rambling # 87
By Laurie Aznavoorian

Unless you are a poetry buff you’ve probably never heard of Phillip Levine who died in February at the age of 87, he was a Pulitzer Prize winner, the US Poet laureate 2011 – 2012 and he won the National Book Award for Poetry in 1980 for the collection What Work Is. In his poetry, Levine paints vivid portraits of characters and their jobs, made richer by glimpses he offers us of inner lives, dreams, and the manner in which his characters ponder the world.

When What Work Is was first released world events fuelled Levine’s imagination: unemployment in the US hit a seven year high and America started and ended The Persian Gulf War. The Iraqi invasion of Kuwait sent oil prices from $17 a barrel to $36, resulting in a recession that impacted countries around the globe. Having an appreciation of the damaged conditions of American labour provides a context to Levine’s work, which adds an important layer of appreciation.

Few would deny that provides meaning. It offers us just a little more to grasp on to when we understand the motivations behind an action. It’s an argument we frequently make to clients, although, most fortunately now recognise greater transparency of the goals behind planning and design of a new workplace leads to higher employee acceptance and less snarky behaviour during the process.

Recently I was asked to make predictions about future directions in workplace design. For me, the only way to do this was to nestle my crystal ball in context: world events, popular culture, retailing and fashion trends. These are the things that influence us. They have the ability to jump species becoming a catalyst for new initiatives in unrelated areas. The following are five themes which I believe we will see manifested in future workplace designs.

CURATED EXPERIENCES
Why wouldn’t we expect and demand highly personalised, curated work experiences in the future? This trend is already evident in other areas, for example the approach Deil tours in Amsterdam takes to writing tour guides has evolved from the traditional city guide, that in the past focused on the author, to highlighting the traveller. Interests are captured using a short personality test about lifestyle, entertainment and culture preferences to create customised tours.

Another example is The Obama’s administration’s proposal for ‘precision medicine’ that moves medical treatment from a one size fits all approach to account for individual differences in people’s genes, environments and lifestyle. Finally there is our own Australian based Youi Insurance that claims it tailors policies beyond the typical demographic information all companies request. From the online reviews the jury is still out on them.

The opportunity for curated workplace experiences will go beyond what has already been started in ABW and co-working spaces. The potential for developers, property owners and landlords to come to the party by offering new models of space acquisition and new kinds of spaces is significant.

RE-IMAGINING HOW WE WORK
Genuine innovation begins when entrepreneurs take existing concepts and reinvent them as something new, or go against the trend and create a whole new experience. We’re well down the path of redefining what work means having killed sacred cows relating to where and when we work, but there could, and should, be more to come.

We can take notes about reinvention from the three M’s: Madonna, Miley and McConaughey. Madge has been reinventing herself for a quarter of a century, Miley Cyrus’s went from Hannah Montana to wearing Band-Aid nipple pasties and Mathew McConaughey’s Mcconniassance took him from “Fool’s Gold” to “Dallas Buyers Club.” All three prove change is possible with guts and clever marketing.

Speaking of marketing, James Patterson’s self destructing limited edition book is a good example of reimagining the ordinary and Toyota’s Calling All the Heroes advertisement http://www.youtube.com/watch?v=MYTX_gq54p4 shows how men have evolved in an era where women are apparently their equal, the ad of course does not mention wages. Finally the The New York Times Upshot’s shows us how news can be communicated using infographics, appealing to a new generation of consumers that can’t, or won’t read a whole paragraph.

AUTHENTIC MESSAGES
“Have a nice day – would like fries with that” is fortunately a phrase that is rapidly becoming extinct, we don’t believe fake rote sales pitches anymore and are drawn to the more authentic approach companies like Aesop have taken. They train employees to personally engage with customers and forbid them to discuss mundane topics like the weather.

We’re drawn to messaging that is highly revealing and exposes the warts and all in us, a good example is the Sport England ads ‘I jiggle therefore I am’ and ‘Sweating like a pig, feeling like a fox’ http://www.youtube.com/watch?v=aN7It0CYwHg. These are brutally honest campaigns designed to convince women to exercise, even if they’re uncoordinated oafs whose body parts continue to move well after the main part of them has stopped.

CEO’s of large hotel chains argue upstarts like airbnb are not legitimate threats to their business, but interestingly admit these companies offer travellers authentic experiences by giving access to neighbourhoods where people live, rather than the tourist areas. It is also interesting to note Marriot’s new brand Moxy designed with IKEA is geared to provide authentic, affordable and communal experiences consistent with millennial traveller’s desires.

When it comes to the manifestation of this theme in the workplace there is no greater communicator of brand values and culture than space. For businesses wanting to be authentic, this is often translated into a use of materials that don’t look as polished as those we’ve used in the past and appear to be handmade, where human imperfections is a part and parcel of the appeal.

There is plenty of room to go beyond this tokenism and push for greater authenticity, perhaps by pushing the blend of what is public and private. Companies who really want to be transparent and serve their community should explore this in depth.

HEIGHTENED EXPERIENCES
One of the greater unknowns in predicting what the next generation of workplace will be comes from our limited understanding of how digital environments will impact physical space. There is no doubt we have barely explored ways the Internet of Things will steer both experience and space.

For a glimpse look at the HEXO+ drone which is the world’s first flying camera that follows and films its owner autonomously as they snowboard, motorbike or run a marathon. The HEXO+ hexacopter communicates with its user’s iOS or Android smart phone, this company raised over 1.3 million USD on Kickstarter and drones are currently retailing for under $500USD.

Starbucks, Taco Bell, Hyatt and Hilton hotel are all fine examples of using technology to improve customer’s experiences. Guests enrolled in loyalty programs now check into hotel rooms via apps and use their mobiles phones as room keys. While avoiding queues is the primary purpose of many of these apps, the Liseberg Amusement park in Sweden has employed gamification by allowing those waiting for popular rides to activate a mobile app with games they can play while they wait in line.

Workplace experiences will continue to be enhanced with similar new technologies that go beyond programmed lifts, smart lights and thermostats that we are all familiar with. Technology gives us license to push the workplace into urban space and precinct design seamlessly; blurring what is outside and around the building with what is inside the work environment.

SHARING FOR SOCIAL GOOD.
We have so much data available to us today that it begs the question, how much is too much and what’s it all for? Andrew Keen coined the term digital narcissism in his 2006 book “Digital Vertigo: How Today’s Online Social Revolution Is Dividing, Diminishing and Disorienting Us.” He was using the term in the context of self-promotion and sharing on social networks, but it can also be applied to other types of data.

Is the data we are collecting providing real meaning or is it introspective? A trend is developing with millions of ‘post-status’ consumers who have rejected buying and having in favour of doing and creating. Perhaps data will go down the same path? As more objects are connected, clever people will imagine civic minded applications and novel approaches to deriving value from the vast amounts of data we have, coined ‘The Internet of Sharing Things’ the possibilities of using data for social good are endless.

An example is Easy Taxi, they’re one of the world’s largest taxi booking apps and they have recently partnered with Dettol to train cabbies in West Africa to diagnose and prevent the Ebola virus. Similarly the hashtag I’ll Ride With You used social media to combat Islamophobia after the Sydney siege and CrowdVoice, developed in Bahrain by civil rights activist, Es’ra Al-Shafei, relies on crowd sourced contributions to consolidate information about related social movements.

Alfa-Bank in Russia is addressing a community and personal concern when they suggest customers use fitness trackers linked to the banks services to track how much they exercise. For every step recorded by a wearable fitness tracker, funds from the customer’s existing account are transferred into a savings account, which pays a higher rate of interest than normally available.

It might be time to question whether the data we collect in the workplace from Space Utilisation Studies, surveys and sensors is as relevant as it once was; since it is mostly used to build cases for change when organizations generally already know they need change its questionable. This conundrum gives us another opportunity to raise the bar by considering how and why we collect data and creatively think about its application, hopefully devising output that is not just about proving points and is more geared to creating something meaningful to occupiers.

Sources:
LSN Global Trend Tracker
Newman, Jared; Samsung’s $100 Million Internet of Things Bet Is Even Crazier Than You Think; Fast Company
Solomon, Micah; “Millennial Customers Hate Stuffy, Gilded Luxury (But Love Authenticity)”; Forbes on line; January 23, 2015
Rowley, Melissa Jun; “The Quest for Social Justice Goes Mobile” Co.Exist, Ideas + Impact, Fast Company, February 19, 2015