The idea is really just this: time on a watch is not the same as time in your head. An hour can fly by or seemingly drag for eternity. Time as we actually experience it, rather than as we measure it, is subjective.
We all know this intuitively, and our culture has idioms for it (“time flies when…”) but it’s helpful to remember that this phenomena occurs on both sides of a many of our interaction at the same time, and in opposite directions.
The rule seem to be that the more urgent, important, personal something is to us, the less comfortable waiting becomes, and the more slowly time seems to pass (i.e. the longer a given amount of time seems). Conversely, time goes faster and a given amount of time seems shorter when the opposite conditions are true. Quality of relationship – levels of trust, how positive our disposition towards the other, the history of the current “waiting” – plays into things, and cultural norms will shape our feelings too.
Note that none of this is “reasonable” – it’s just how we seem to work.
Conclusions and applications
- A reply to a message probably needs to go a bit earlier than you think to seem courteous and pronpt. In my case this means that the extra day’s delay in replying to messages that “can wait” is less okay than I think it is.
- The flip side of 1: you should take longer to assume you’ve been disregarded or snubbed.
- Remember that people reading novels exist in different time zones. “Reasonable response time” is twice as long as is usual… which will stretch to at least four times as long as seems reasonable to you if you’re looking after children and waiting for relief.
- Get off the phone / out of the bathroom faster than seems reasonable – especially if someone is waiting to use it.
This is all a long way of saying that it probably behooves us (and will almost certainly benefit us) a to be a little more attentive to others and respond a little faster, and to be a little more patient and forgiving.
This is a different kind of friction: the uncertainty, delay and discomfort that comes from lack of trust or understanding. Like bureaucratic or procedural friction, emotional friction slows us down and makes things more difficult than they need to be. It takes many guises:
- The extra time we spend second-guessing and explaining ourselves because we’re worried someone will take what we’re saying the wrong way;
- The time we spend crafting a treading-on-eggshells email to a customer or colleague or skirting around an issue;
- The things that really need to be said that we avoid saying completely because we’re desperate not to offend, or can’t stand upsetting others (the relationship is too fragile to take it);
- The energy we waste worrying about how we sounded or looked, or what people thought of us (whether or not anyone cared);
- The work we lose (in terms of time and quality) to distraction frustration, disappointment, heartache, and hurt when trust breaks down;
- The opportunities lost because we (or they) couldn’t listen or properly consider an idea because of the (noisy) emotional elephants in the room;
- The energy loss that comes with dreading the next conversation / message / arrival at the office;
- The knock-on damage to our health and other relationships (we’re snappy, distracted, less generous) that emotional stresses cause;
- The small problems that grow way out of proportion to their importance because un- or mishandled as a result of emotional avoidance;
- The decisions that get left unmade because they touch on painful issues.
Emotional friction has causes on both sides of any relationship (in intentions, words and actions, and how they’re perceived), and it usually needs teamwork to solve and avoid it.
So what, Sharky?
- Recognising emotional friction – in yourself and others – is the first step in being able to address and minimise it.
- Once you’re aware of the negative impact of emotional friction, you’ll learn to see it coming – to spot energy drainers, time-wasters, unpleasant customers as they enter your life – and politely say ‘no thanks’ at the door, because they’re not worth it.
- You’ll also better understand the value of enthusiasm, a positive attitude and healthy sensitivity to others (as opposed to technical skills) when you’re hiring or building partnerships.
- When emotional friction is bringing you to a standstill, recognising the emotional component (yours and theirs) can help you separate the problem from your feelings about the problem, taking out some of the heat making it easier to see a way forward. Talking about how your’re feeling can help.
- Understanding how vulnerable we are to emotional friction forces us to talk about it in our team, and be explicit about the culture we hope to build, and how we hope to get there – and to acknowledge that this takes a long time.
- Seeing the waste that emotional friction causes pushes us to be more direct in our communication, speaking frankly and cutting problems off early rather than living with the ongoing friction for months or years.
- Understanding the importance of how people (you!) feel eliminates any last excuses for sloppiness or rushed-thoughtlessness in the name of ‘busy-ness’ or ‘being professional’ and motivates you to invest in slack.
Making prominence your aim is like building a skyscraper without laying foundations: you might make something tall, but it’s unlikely to last and it will almost certainly cause damage when it collapses.
Rather than trying to stick out from the landscape on your own, far better to aim at lifting those around you and be happily surprised if you end up as a high-point on an interesting hill, held up by others and holding them up in turn.
Mountains have long histories and relationships and contribution take time. The only prominence worth having is a side effect of the slow geology of generous relationships.
Some ideas for strengthening your connections within a group of people or scene:
- Have good, generous intentions. Show up to serve or share where it’s needed and wanted and because being part of this network is its own reward (you like the people, you like what they do), rather than for what you might get out of it.
- Start small – person by person. It’s helpful to think of the group as a network of people rather than as a a monolithic whole.
- Relationships and trust take time – but the right group settings or events can speed this up.
- First impressions always count – but not nearly as much as what you do and say consistently over time. People who know and trust you will interpret you generously and shrug off the clumsy mistakes that we all inevitably make as just that – understandable, human clumsiness. People who love you will stick with you through your real mistakes – the ones where you should have known better.
- Build on connections – friendships, relationships – that you already have.
- Lots of loose connections are helpful – relationships where you know them a bit, they know you a bit, and you share a general positive regard for each other. Each loose connection is like a single hook-and-loop in a piece of velcro – weak on its own, but strong when combined with many others. (see also: gecko feet)
- … but the 80/20 rule will be at work here – a few people will be very interested in your contribution, and a few of those will be people you have a good rapport with… and a few of those will be key for helping you to connect with others.
- Don’t worry too much about people who aren’t that interested in you or what you have to offer: they’re either genuinely not interested, or have something else on their minds, neither of which you can do very much about. Assume that you can’t do too much to influence them (apart, perhaps, if you can help them with their thing, the thing that’s on their minds) – but they might be influenced by the right sort of champion from within the network.
The more an institution is organized to be a change leader, the more it will need to establish continuity internally and externally, and the more it will need to balance rapid change and continuity.
Balancing change and continuity requires continuous work on information. Nothing disrupts continuity and corrupts relationships more than poor or unreliable information. It has to become routine for any enterprise to ask at any change, even of the most minor one: “Who needs to be informed of this?” And this will become more and more important as more enterprises come to rely on people working together without actually working together – that is, on people using the new technologies of information.
Above all, there is need for continuity in respect to the fundamentals of the enterprise: its mission, its values, its definition of performance and results. … The balance between change and continuity has to be built into compensation, recognition and rewards.Peter Drucker – Management Challenges for the 21st Century (in The Daily Drucker)
In other words, the faster things change, the more valuable stability becomes. This is true for skills and routines, for cultural reference points, and especially for relationships. The hard part is seeing which things are most valuable: if you’re not careful, you don’t know what you’ve got till it’s gone.
Your work probably has several hard parts, and one of them is almost certainly other people.
If only they would…
… do their jobs properly / be vaguely professional / relate to each other as grown-ups / take responsibility / have a little consideration / not bring home issues to the office / leave you alone …
… you life would be much easier.
But if you didn’t have to work on any of these these things…
… they’d probably be bored / you’d have a too-exclusive team / they wouldn’t be people / they wouldn’t need you.
If you’re a manager or leader, these things are at the centre of your contribution:
- Helping people do their best work
- Creating a culture and ways of working that enables your colleagues to manage themselves and each other
- Knowing them well and supporting them personally
- Taking time to help them with the abstract and emotional and with the nitty-gritty of their work
- Finding training, tools, relationships that will help them to thrive
- Having uncomfortable and very specific conversations about what needs to be done and by when and what is and isn’t working …. and dealing with the fact that people don’t always like being told
- Doing it regularly – being accountable to yourself for your responsibility
If you’re not having fairly regular “Why do I have to deal with this crap?” moments, you might be very lucky, but it might be a sign that you’re not doing something very hard.
Lowering the tone is easy, often funny, and sometimes desirable: lofty conversations gain traction (or evaporate) when touched to earth. Laughter liberates.
It’s much harder to raise the tone, and harder still to do it with humour and grace… but it’s almost always desirable. It’s a way to lead.
I propose that we aim for a 2-to-1 ratio of raising the tone to lowering it. And that we hold some fart jokes in reserve in case things get too serious.
If you keep butting up against the same problem with a colleague – a problem you think you’ve fixed, but that comes up repeatedly in slightly different variations – it could be a sign of conflicting values.
Values conflicts often seem to arise over:
- Money (fees, salaries and expenses)
- Time (working hours, punctuality)
- Effort and focus (work ethic, productivity, accountability)
- How we treat people (respect, courtesy)
If it is a values conflict (and it’s worth double checking that it’s not a case of your own poor management), you can be pretty sure that it’s going to keep on appearing until you do some deep work to address it.
These conflicts are tricky to handle because they’re often both emotion-laden and subjective. That is, we’re all pretty sure we’re right, and we’re indignant about being wronged – and our feelings of indignation double when realise how the other side of the argument perceives the things we say and do.
Some questions for working on values conflicts:
- What’s the history here? How has this problem shown up in the past, and what seems to be the root cause?
- What shortcoming of yours might they think is the root cause?
- How is everyone feeling about the issue? How will that affect the way they communicate?
- Assume for a moment that they have the same values as you do on this. What might make them act this way?
- What information are you missing (or failing to recognise the importance of) that would help you make better decisions here?
- What information do they have that might help you?
- What factors are you assigning importance to that they don’t know about or don’t recognise, and how can you close those gaps?
- Get advice – think particularly about people who might be able to fill in the missing information, or give perspective on how each party feels and why – and point out to you when you’re being unreasonable?
- Where does the power lie in this conflict? Does this affect how you should behave?
- If you’re convinced there is a conflict in values – check that you’ve consistently demonstrated the value in question in your treatment of others. What do you need to change?
- How can you talk about the value, sharing information and telling stories that weave it more deeply into your organisational culture?
- How will this affect how you choose new colleagues, suppliers or partners?
- Where are the lines you’re not prepared to cross?
- Are there people – respected colleagues, board members – that you can involve in the process in a way that takes the heat out of the situation, or reduces the extent to which you are seen as responsible (or are responsible) for the point of conflict?
- If (when?) you make a mistake in addressing this, how can you make sure that it’s a mistake on the side of kindness, generosity and trust?
Why are our compromises so often invisible to others?
We take a deep breath, struggle to assume the best, let go of a few things and then stretch out with all the patience and generosity and grace that we can muster to offer a compromise and meet them in the middle…
… and nobody sees it.
If only our families, friends, colleagues, suppliers and customers would be more reasonable, they’d compromise too.
We think we see good starts all the time, but most of the time we see wrong.
Most of the time what looks like a good start – of a work day, a career, a diet, a business, a life – most of the time what looks like a good start is a long way into the story, the business-end of the iceberg.
That athlete off to the dream start in the 800m? He really started years ago. Quite possibly, someone else started things for him, tied his shoes, helped him train.
That overnight musical success? They started a decade ago in a garage before moving up in the world… to being ignored in tiny clubs.
That kid with the law degree from a top university? They probably got a good start by choosing excellent grandparents and even better parents, by being born in a nation and at a time where their particular skills are valuable.
Most of the stories that fed into ours were entirely beyond our control. We can be grateful for the good bits and we can mitigate the bad, but in one sense, none of it really matters.
What matters is, what is now the start of – the start that no-one else will see?