“My research suggests that when people get rebuffed they become frustrated and angry, but they would do better to become curious about the reason for the rejection. I also found that people assume that others are like them, operating under the same knowledge, beliefs, constraints and priorities. This mirror assumption makes it easier to speculate about why others act in the way they do, but sometimes the mirror assumption is wrong.” PeopleWaySometimesReasonFoundBeliefEasierResearchMirrorsAngryAssumingPrioritiesCuriousRejectionAssumptionFrustratedConstraints Author:Gary A. Klein
“People sometimes are so confident in their flawed beliefs that they get stuck - fixated - and as a result are blinded to insights that are right in front of them.” PeopleSometimesBeliefInsightStuckFlawed Author:Gary A. Klein
“Many change initiatives are poorly thought out, and rolled out prematurely. Others are genuinely good ideas but the proponents underestimate the amount of time needed to make the change. And, I agree, true change usually requires people giving something up and so resistance is pretty well guaranteed for any meaningful change.” PeopleGivingAgreeMeaningfulInitiativeUnderestimate Author:Gary A. Klein
“People who design decision aids and information technologies usually try to help people perform their jobs better. But insights can show us how to perform our jobs differently. And so the decision aids and technologies can get in the way of insights!” PeopleTryingHelpingDecisionTechnologyDesignInsightAidsInformation Technology Author:Gary A. Klein
“The ability to help others gain insights seems very important to me, and I think one of the most effective, but most difficult, ways is to listen sympathetically when people seem to be saying stupid things or thinking in confused ways. Rather than write them off, we can try to diagnose what is wrong with their thinking - what flawed belief they might be holding. And then search for ways that enables them to discover the flawed belief for themselves.” PeopleThinkingWritingTryingImportantHelpingBeliefDifficultAbilityStupidInsightHelping OthersConfusedFlawed Author:Gary A. Klein
“The most valuable insight I have made about how people make decisions is that when they become skilled they don't have to make decisions - choices between options. Instead, they can draw on experience and the patterns they have acquired to recognize what to do, ignoring other options. This is the basis of the Recognition-Primed Decision (RPD) model my colleagues and I described thirty years ago.” PeopleChoicesDecisionValuableInsight Author:Gary A. Klein
