Enjoying Your Work
Enjoying Your Work
People often hear what
they want to hear in statementsThe policy research think tank where Kevin Wong worked had experienced budget problems over the last three years. Government cuts and a lackluster economy made contracts hard to obtain. The organization's largest number of contracts dealt with national defense issues.
A number of employees, including Kevin, felt that the organization would prosper if executives would make key changes. These employees wanted administrative support that would allow competition for contracts in health care research. A new president was hired and in her first few weeks made statements such as, "We cannot be wedded so strongly to the past that we miss opportunities for growth." The employees interested in health care were optimistic about change for several months. However, they gradually became disillusioned when the organization continued its emphasis on defense contracts.
Kevin and his like-minded colleagues are victims of the error known as "pulling vague information into a strong category." A more commonly heard phrase is that they heard what they wanted to hear when the new president made statements about "opportunities for growth."
People have firmly-held opinions, also called strong categories, about different issues. Examples are Democratic and Republican affiliations, abortion rights, gun ownership and increased salaries for public school teachers. Kevin and his colleagues have a strong category concerning expansion into health care research. When influential people make vague statements, people pull those statements into their categories. The president talked about the past and how the organization should not be overly attached to it. Kevin pulled this statement into his strongly held views and felt that the president would approve his recommended move into health research.
The president may have had no such intention in mind. She may have been referring to different types of defense contracts. Perhaps the organization had long been involved in research on how to encourage military personnel to reenlist. She may have in mind moves into other types of defense research, such as training programs for personnel on peace keeping missions.
Politicians become very skilled at making statements that will attract as many voters as possible. For example, voters have strong opinions pro and con about government funded health care. If politicians say, "We must do everything possible to provide the best health care for our senior citizens," different people can pull this vague statement toward their position. People in favor of national health insurance will hear support, as will people who want tax breaks for private sector health care efforts.
People can become disappointed and disillusioned if they read too much into the vague statements of executives and politicians.
To avoid falling into the trap of hearing what they want to hear, people can ask probing questions and can encourage speakers to be more specific and precise about their proposed policies.
Richard Brislin is a professor in the College of Business Administration,
University of Hawaii. He can be reached through the
College Relations Office: cro@cba.hawaii.edu