#288

Cup #288 came into my life yesterday. Those quotes annoyingly titled "The way I see it". Gag, ack, bleh but often quite nice to read particularly when you are bored in class. Back to #288, the one I can't find listed on the Starbucks website (emailed customer service ~ shockingly no reply! Just like the ABC video support team but that is another story . . ), it was from a man who talked about how a choice made before his lifetime brought him to a Phd while his cousin barely had light in Tibet. That was interesting enough but the thing he said that really stuck out was his charge for the world.

"It is our duty to understand that we do not exist in different worlds."

It is important not because of the difference in physical worlds, but the mental worlds. How does one persons knowledge affect their life and how can another understand that?

So what does it have to do with strategy and business? Mental models & communication.

How can we consistently create those moments of communication that really satisfy and light up a room. Seeing the light at the end of a discussion helps but establishing critical social capital is key. Walking into a first meeting can be tenuous. The client exalts you for being a great consultant here to help or if they did not bring you in they may be antagonistic. Either way you are in pretty much the same position, in the dark. Doing your homework can benefit your position but putting too much stock in other peoples character assessments is a tricky process. Recently a client of mine was characterized as politically charged (what group isn't?) and protective of their turf (uhh.. who isn't?) at any rate, we walked very carefully but quickly found the team we were dealing to be no nonsense and ready to work. They are bright experts who just need some help. It really is that simple. And it usually is.

The lesson here? Instead of getting worried about a client's predilections get excited to explore their world.

Check out Roger Martin's Integrative Thinking (pdf) for more thoughts on mental models.

Tags: starbucks, communication, mental model