‘When you wish upon a falling star, your dreams can come true. Unless it’s a meteorite hurtling to the earth which will destroy all life. Then you’re pretty much hosed no matter what you wish for. Unless it’s death by meteor.’ (Despair.com Demotivators)
I was surprised to return to my desk and find 6 people waiting in a queue to complain. I’d worked hard on my all-staff presentation and thought I’d handled it well. My task had been to present the results of an annual staff survey: the good, the bad and the ugly. I’d attempted to present a view that, even in those areas where scores were low, such scores represented implicit positive hopes and aspirations. If, for instance, someone had given a low score for quality of management, it was because good management matters to them, even if their desires and expectations were unmet.
My agitated colleagues saw it differently. They felt as if I had spun the results, put a positive spin on the ugly, with a result that those staff who had already been angry, frustrated and disappointed now felt even more strongly that their voices were ignored, dismissed and unheard. Still taken aback, I tried to defend myself, arguing that it wasn’t spin but a matter of perspective. They weren’t having it, and they pushed back even harder than before. I was left reeling and confused. In my mind, I had presented the survey results with integrity. I couldn’t understand their hurt and angry responses.
This was some years ago and I remember vividly, some days later, driving into work when a penny dropped suddenly. It occurred to me that, when a person describes a glass as half-empty, it’s not simply a matter of perspective but one of sentiment and emotional experience too. By presenting a glass as half-full, I had inadvertently failed to acknowledge and represent an authentic expression of how they were feeling. I returned to my colleagues and shared this somewhat embarrassingly-belated self-revelation – with which they wholeheartedly agreed. They accepted my apology with grace.
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