NLPhilia Blog

Jennifer Lerner of the John F. Kennedy School of Government at Harvard University heads up their Laboratory for Decision Science.

A recent interview with Ms. Lerner outlines her research on the effects that different emotional states (specifically, fear versus anger) have on the making of decisions:

We hypothesized that fear and anger would actually have opposing effects on people’s risk perceptions. In particular, we predicted that fear would lead to a pessimistic outlook, while anger would lead to an optimistic outlook when it came to risk perception.

In our early laboratory studies, we found that experimentally induced fear and anger did indeed have these opposite effects on risk perception.

Read the interview: Jennifer Lerner on Emotion, Judgment and Public Policy

(Hat tip to Security guru Bruce Schneier)

If people aren’t taking you seriously, maybe it’s because of the way you’re communicating with them. Liz Strauss over at Successful Blog writes about the disconnect between a recent client’s goals and some of their marketing materials:

What do you do when you have big goals and you realize that your customer base sees you as a small-time operation? It’s time to realign your value proposition and how you offer your services to them.

Go read Does Your Value Proposition Say that You’re Small Time?

(I love the way she creates headlines. )

Marketing master Seth Godin seems to be thinking about Metaprograms lately.

In an article on marketing in a recession, he writes about how metaprograms change with the context and how to respond to them:

Starbucks was the indulgence of a confident person happy to blow $4 on a cup of coffee. Starbucks can become the small indulgence for the person who just traded down to a small rented apartment.

And in a more recent one about persuasion in general, he clearly outlines the importance of them:

Here’s the thing: unlike every other species, human beings make decisions differently from one another. And the thing that persuades you is unlikely to be the thing that persuades the next guy. Our personal outlook is a lousy indicator of what works for anyone else.

I love reading Seth’s work. He’s amazing.

Recent neurological research reveals some fascinating things about how our brains react to anticipated rewards. It seems that a message that focuses on rewards can trigger the same brain activity that results from actually enjoying the reward itself.

Read Why Brains Crave Beneficial Copy at the mighty Copyblogger blog.

I know this isn’t a marketing blog. I don’t want it to be one. Seth Godin’s blog is more than sufficient for me if I want to read brilliant marketing stuff. But I realize there are people who use NLP in their marketing, and I experienced something today that I think they’ll find interesting.

I got a card in the mail yesterday. From the envelope, it looked like a greeting card or an invitation. As there were a couple of recent events for which a card would have made sense, I was curious. The return address was in Florida, nine hundred miles away from me. I have friends in Florida, so I actually looked forward to what I’d find when I opened it.

It was an ad from the Dodge dealer where I bought my vehicle a few years back. Bummer.

It started with “Unnamed Auto Dealer cordially invites you and your family to our Open House Reception.” Opening the card, I found it continued with, “Unnamed Auto Dealer’s Open House Reception is our way of thanking you for your patronage over the past several years.”

That was interesting, I thought. Have a little party for your former customers, get them to think good thoughts about you, and when they want to buy a new car they’ll want to come back.

But no.

They immediately went into a sales pitch. “This exclusive event offers you, our valued customer, special pricing on over 300 brand new vehicles. In addition…”

Then they got all breathless about a “free gift” and a chance to win a $1000 shopping spree, “just for stopping by!”

No little get-together. They were trying to con me into coming in and looking at their inventory, intending to get me to trade before I want to.

The “exclusive event” ran for three days, from 9 in the morning until 9 at night. I’m supposed to believe that they’re shutting down the dealership for three twelve-hour days and that nobody will be allowed in without the little “invitation”? Or that if I didn’t have the little card they sent me, I couldn’t buy a new car at the same “special price” I could get with the card?

And don’t get me started on the fine print on the back.

So here’s how to persuade me to not cross you off my list of approved businesses:

• Don’t lie to me. If it’s an ad, don’t call it an “invitation” and make it look like there’s a party going on.
• Don’t lie to me. If it’s a reception, don’t try to sell me something. If you want to try to sell me something, don’t claim it’s a “reception”. Unnamed Auto Dealer could have created a lot of customer good will with a few hundred dollars’ worth of hors douvres and three or four hours after closing time on Saturday night, but they blew it.
• Don’t lie to me. If the card is from someone fifteen minutes from my house, the return address shouldn’t be for a place sixteen hours from my house. Could it have cost extra to have the dealership’s address printed on the envelope flap? If so, it would have been worth it.
• Don’t lie to me. If it’s an exclusive event, it should exclude someone. If everybody can get in, don’t call it “exclusive”.
• Don’t lie to me. Parties to which we send out written invitations don’t last three days. Parties that last three days don’t shut down at nine in the evening. It’s not a party; it’s you wanting to move some inventory.

Don’t lie to me. Level with me. I’ll respect you for it. And I tend to do business with people I respect.

I’ve been meaning to train with Tom Vizzini for a long time. (Actually, it’s been since I met him at a “Meta-Master Prac” event several years ago, when a trainer whose opinion I respect told me that he’d attended an event with Tom and thought Tom was pretty good.) Sad to say, I haven’t yet had the opportunity.

Tom’s recent newsletter announced his 2008 Atlanta Anchoring Boot Camp, and the way he describes it really got me curious:

We asked 3 one sentence questions that got the results that would have taken him HOURS if he would have ever gotten them at all. In less than 60 seconds we had established trust, desire, and compelling curiosity, AND had complete control of where and how deeply he felt them. We had him fascinated with a blank piece of paper in seconds.

I gotta wonder what those three questions are. 🙂

The Emergency Department called me because there was an aggressive and intoxicated psychiatric patient causing some problems. When I got there, I heard him yelling at the staff. He was demanding to be allowed to leave so he could go somewhere and kill himself. His wife was leaving him for someone else, he said, so he had nothing to live for. Of course, the staff was shouting at him too, but only so they could be heard above his shouting.

Before I got to the room, I met his wife, with whom I happened to be acquainted. (No, I wasn’t the guy for whom she was leaving her husband.) She was concerned for him and embarrassed. I asked her if what he was saying was true, and she said it was. I don’t think she foresaw how he would react when she dropped that bomb on him. I’d never met the guy, but I could have told her what he’d do.

The more I heard of the shouting — both from him and from the staff — the more it sounded like an argument. He refused to listen to anyone, and the staff refused to let him leave. “Let me out of here!” he’d say, and they’d respond with “Mister Johnson, we can’t do that, we’re here to help you!” (His name wasn’t Johnson, but let’s call him Robert Johnson for the sake of this article.)

I turned to his wife and asked, “What did his mother used to call him?”

“Huh?” she said. “Why do you need to know that?”

“I want to try something,” I told her.

“She called him ‘Bobby'”.

I walked into the room and adopted the demeanor of someone who was surprised to see an old friend in a hospital. “Bobby!” I said. “What’s going on?”

The transformation actually shocked me. He changed instantly from a drunk guy spoiling for a fight to a ten-year-old kid leveling with his best buddy. He started telling me all about what was going on, and I said, “Hey, while we’re talking, let these good folks do their jobs. Now, go on. You were at home, minding your own business, and then what?”

He sat there and told me the whole story, and the staff got what they needed (blood samples, IV line started, and so on) without a problem. Anything I wanted him to do, he did it. Anyone else tried to get him to do something, he’d look at me and ask me if he should do it. And when it came time for me to leave the room, he was calm and grateful that someone heard him out.

This was several years ago. I still don’t know him, and wouldn’t recognize him today. He probably wouldn’t recognize me, either, because he was pretty drunk at the time. But we were childhood buddies for a little while.

By way of Boing Boing we find an article in Science Daily which explains how it’s possible to “prime” people with compelling scents.

Exposure to something that whets the appetite, such as a picture of a mouthwatering dessert, can make a person more impulsive with unrelated purchases, finds a study from the February 2008 issue of the Journal of Consumer Research. For example, the researchers reveal in one experiment that the aroma of chocolate chip cookies can prompt women on a tight budget to splurge on a new item of clothing.

I’ve wondered for years why women like to wear food-scented lotions. Now I know… it’s a trap! 😉

Aroma Of Chocolate Chip Cookies Prompts Splurging On Expensive Sweaters

I always want to know when a victim of assault and/or battery is in my Emergency Department. It’s not unheard-of for an assailant to come to a hospital to try to finish the job they started. One night, a nurse called me about a woman whose live-in boyfriend had tried to run her over with his car. He’d missed, but had caught her arm with a side mirror or something.

I went to her room to chat with her, mostly to find out how likely she thought it was that he’d show. I try my best to appear “soft on the outside, hard on the inside” with victims of domestic violence because I never know what sort of generalizations they’ve made about men. I want them to know that I’m no threat to them, but that if the guy shows up, I’ll definitely be a threat to him. I found out what I needed to know, but I didn’t leave. She had the look about her of someone who wanted to talk. So I let her.

Before I go any further, you should probably see something. I got the following image from a Web page of the State’s Attorney’s Office in Harford County, Maryland. It’s a decent visual representation of the pattern that couples follow when they do the domestic violence thing.

Essentially, things get tense over a period of time, then he beats her up. After he beats her up, he starts to think about what might happen if someone finds out, so he treats her really nice for a while. Then the whole thing starts over.

Now, this definitely isn’t politically correct, but I’ve never been accused of such atrocities as political correctness, so here we go: much of the time, when someone is a victim of a crime, it’s likely that they have participated in some way in their own victimization. That is not to say that they wanted it or asked for it or that it’s their fault in any way; it’s only to say that something they did, whether or not they realized it, contributed in some way to the problem. Most people will correct those behaviors if someone cares enough to point out the problem to them, and we NLPers know that if we interrupt a pattern it’s far more likely that we’ll get a different result.

I’ve never known a woman to say, “I stay with him because he beats me.” (There may be such women but I’ve never met one.) Usually they tell me they’re staying because they “have to”. What I think is unfortunate is when a woman does get up the courage (and other resources) required to leave the bum and then goes and hooks up with another guy who treats her the same way. It’s a pattern, and one that cries out for interruption.

The lady to whom I was speaking told me what had happened that evening, and then she told me he said he was sorry and that she was going to go back.

My first reaction was visceral. I won’t tell you what I thought, because I want this to be a reasonably friendly blog, but I imagine you can guess. But then I thought, you know, she’s talking to me about it, so she probably wants feedback.

There are three things I’ve observed about women who are in this “battered” pattern:

• They isolate each incident of battering within its own little time capsule, and therefore never notice the pattern;
• They have two distinct aspects of their personality — we might call them “parts” if we were so inclined — and each of those “parts” deals with one of the spokes on the above-referenced image; and
• They don’t have “boundaries”, i.e., they allow most anyone to treat them like a doormat.

So I said to her, “He said he was sorry.” I pointed to a spot in the air right in front of her.

“Yes”, she responded.

“I’m curious. Isn’t that what he said last time?” I pointed to a spot a little to my right, her left, of the spot I had just pointed to.

It took her a second or two, but she remembered. “Yeah.”

“What about the time before that?”

“Yeah, then too.”

“And the time before that?”

With each question I’m pointing to a little spot on a horizontal line in the air in front of me, farther and farther to her left. I didn’t have to ask very many times before her face got grim and her jaw set tight. I let it sink in for a couple of heartbeats, looked off to her left, and asked, “Just how long has this been going on?”

A little angrily, she said, “…A long time.” Then, after another pause, a little quieter: “Too long.”

“You know,” I said, “I’ve noticed something about women in that situation. I’ve noticed that they talk to themselves differently depending on how the guy is treating them.”

She looked at me quizzically.

“When he’s hurting them,”, I say, holding my left hand palm-up, “they’re saying to themselves, ‘If only I’d had dinner on the table on time’ or ‘If only I hadn’t spent money on that new pair of shoes’ or whatever.” She nodded in recognition. “And when he’s saying he’s sorry,” I continued, holding my right hand palm-up, “they’re saying to themselves, ‘Oh, he’s sorry, he bought me flowers, he really loves me, he’ll never do it again.'” She nodded again in recognition. “So over here (shaking my left hand) they’re blaming themselves, and over here (shaking my right hand) they’re blaming him.” Again she agreed.

Bringing my hands together, I said, “I have no idea why these two so rarely get together and talk this thing out.”

She got quiet, as you can well imagine, and very still. I waited until I saw some signs of remembering where she was, told her I’d be around if she needed anything, and took my leave.

A few months later, I saw her again. This time, she was visiting someone who was a patient. She had to remind me who she was because I didn’t recognize her. She looked really different. Happy. At peace. I asked her how things were going.

“Good,” she said. “Really, really good.”

“How’s the guy who tried to run you over?”

“I have no idea. I haven’t talked to him since that night.”

I had to smile. She looked so incredibly good when she said that.

“Are you with anyone now?” I asked.

“Yep!” A little perk in her tone and her facial expression.

“How does he treat you?”

“Good. Really, really good. Like a queen. I’ll never again be with a guy who hurts me.”

I couldn’t have felt better.

Dr. Gretchen Berland, M.D., has been doing some marvelous research with disabled people. She mounts video cameras on their wheelchairs so as to get their own perspectives on their lives. From the New England Journal of Medicine:

Moments of extraordinary frustration were also recorded, a scene captured by [patient Vicki] Elman being a striking example. After 20 years of living with multiple sclerosis, Elman required a power wheelchair. One afternoon, her regular public-transportation service picked her up from an event, and during the ride home, her wheelchair stalled inside the van. Although it’s officially against the rules, most riders say that a driver will sometimes bring them into their homes. That day, however, Elman wasn’t so lucky. The driver parked her 10 ft from her front door, where she stayed and waited. But she had brought the video camera.

The first time I screened this tape, I was horrified. I watched Elman try to call for help on a cell phone that had no signal. I watched her wait for a car to drive by, hoping that someone would stop and help. I watched as the afternoon light faded in the background.

I wish the indignity Elman suffered that day was an isolated event, owing to one overworked bus driver. Yet the material she and Buckwalter recorded suggests otherwise. Their filmed interactions with the health care system, including telephone calls with insurance companies, visits with physicians, and exchanges with nursing aides, reveal a culture that can be both naively ignorant and, sometimes, dangerously neglectful.

Follow this link: Full article, video samples, and more information.