The "What happened" Layer
Conversations fall apart when we say, "I am right, and you are wrong." This is because we have more information about ourselves than we have about the other person. We know our intent, but we judge their intent based on their action. We also base our deduction on what suits our pre-conceived ideas.
How to overcome this limitation:
- Use the "And" stance, meaning acknowledging that both stories can be right.
- Disentangle the impact of the action from the original intent.
- Map the contribution system. Each party can acknowledge that one of their actions contributed to the case.
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Product Managers Can Use These Techniques To Master Difficult Work Conversations
medium.com
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"In fact, the confidence of the people is worth more than money." ~ Carter G. Woodson
Navigating difficult conversations is a skill that gives you Product Management superpowers. It can help you influence, negotiate and lead effectively.
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The Actor-Observer Bias
Our own behaviour appears reasonable to us, and any mistakes that we make are easily attributed to other factors. However, if the same mistake is made by a third person, our tendency is to judge them as incompetent or inconsiderate. This is known as The Actor-Observer Bias.
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