Do you have a culture of perceptions or a culture of appreciation?

Photo by ozmafan

Thomas J. DeLong writes in HBR.org on the Busyness Trap:

I frequently talk to MBA students about their careers and aspirations for life. Some of these students worked on Wall Street, and when we talk, a number of them admit that the key to their success was creating the illusion of hard work. One said that he and the other associates would leave their suit coats on their chairs at the end of the work day to make it seem that they hadn’t left for the night — that they were somewhere in the building doing work — when in fact they had gone home.

“We have these little tricks of the trade to create the impression that we are absolutely committed to the organization, even when we don’t have any work,” he told me. “It’s part of managing expectations and our images.”

The trap of busyness is so much a part of corporate culture that many times it clouds our vision of what’s really going on. We expect to be busy; we don’t know what to do when we’re not. The trap of busyness causes us to move with such mindless speed that we’re like the proverbial chicken running around with his head cut off. We plunge into our emails and meetings with a manic energy that forbids reflection, deeply honest conversations, and breaks from the routine.

When I read this part of the post it reminded me of a Seinfeld episode called “The Caddy” where George got his car keys locked in his car and ended up being promoted because of it:

George: Assistant to the General Manager!! You know what that means?!? He’d could be askin’ my advice on trades! Trades, Jerry, I’m a heartbeat away!
Jerry: That’s a hell of an organization they’re running up there. I can’t understand why they haven’t won a pennant in 15 years.
George: And, it is all because of that car. You see, Steinbrenner is like the first guy in, at the crack of dawn. He sees my car, he figures I’m the first guy in. Then, the last person to leave is Wilhelm. He see my car, he figures I’m burning the midnight oil. Between the two of  them, they think I’m working an 18 hour day!
Jerry: Locking your keys in your car is the best career move you ever made.

The myths that more is better; that being active equals being effective; that productivity comes out of constant action; are all conventional wisdoms that should be rooted out of our lives. Increased attention, reflection time and actual conversations are much more effective than all this busy-work. As the comments to DeLong’s post point out, the issue is not only the busyness by itself. It is the culture that supports it. It comes from distorted incentives, hazy norms and unclear management focus.

When I read about the “coat trick” in the post I felt sorry for those people. Think about the kind of culture that creates this kind of behavior. The managers at that place created a culture where it was necessary to cheat in order to give an appearance that you are “working properly”. Sad indeed. While this is a great overstatement, I am not surprised that kind of culture brought on the indifference that led to parts of the financial crisis. When a major part of your culture is based on deceit, it shouldn’t surprise you if it migrates to all parts of your organization.

As some of the comments suggest, the culture described is due, in part, to a lack of focus on outcomes. One commenter, David Kaiser, wrote:

Ultimately, smart bosses, and smart clients don’t care about input (how hard you work and how much you sweat), they care about output (what got done, results), and if you can create a lot of value without a lot of effort, so much the better. Aren’t these the people you want to work with and work for anyway, as opposed to those who want you to prove something through “face time” and the appearance of “hard work?”

I write a lot in this blog about the balance between outcomes and process. I think this is a great example of how a focus on process can go wrong. Yes, hard work, perseverance and commitment are important. However, when you create a culture of perceptions instead of a culture of appreciation don’t be surprised if you end up with George Constanta, Lord of the Idiots, as the Assistant to the General Manager.

Does your organization have a culture of perceptions?

Elad

Internet, changes and business models

Photo by hyku

Today, I listened to a great podcast from Planet Money dealing with the effects the internet is having over the music industry. In the podcast, they present Jonathan Coulton, who is making about half a million dollars per year just selling his music online with no label to support him. The discussion focuses on whether this is replicable and what it means for the music internet.

While I enjoyed the podcast immensely, I did finish with a bitter taste of disappointment. The story is told well and its hero, Coulton, is really relatable. However, I found the commentaries to be a bit simplistic from both side of the argument. Especially, the very shallow argument doubting whether Coultion’s story means a change for the music industry. I was expecting a bit more from a podcast dealing with economics.  At least three truly interesting economic issues have not been covered:

  • Distribution of wealth. In the “label model”, few artists and a few labels (and executives) made a lot of money. Do we prefer to have a few mega-artists making a lot of money or do we prefer many niche artists making reasonable sums? This is a microcosm of this bigger economic question (not only in the US). How can the internet affect the distribution of wealth?
  • Efficiency. I think the “Coultron model” makes more sense. Economics is about efficient use of resources. Are big labels using money to efficiently make art? No. Because of huge transactions costs. The labels, were (maybe still are), essentially a cartel or monopoly.  Monopolistic entities are (usually) not the best way to manage resources. What kind of economics is driving this change?
  • Death of The middle-men. The music industry is an example of industries that relied on middle-men and are slowly dying (see also newspapers, publishing and the movie industry). When transaction costs are almost zero and everybody is reachable, there is no need for a “power of scale” middle-man. Just check out “gapingvoid.com” or “the domino project”. As the story illustrates, there is a need for a new, smaller, savvy middle-men that will help artists focus on their art while taking care of some of the administrative stuff. What about them?

These are all issues to think about relating to the changes the internet is brining to business and economic models. The change is here. It keeps developing. You don’t have to be in the music business to be affected. It affects all of us. Isn’t it time we started realizing that? The question is what are we (as societies and individuals) are going to do with the opportunities it presents?

Elad

The categories of happiness

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Yesterday, I read an article that was sitting in my “to read” folder for a while. It is called: “Positive Psychology Progress – Empirical Validation of Interventions” by Martin E. P. Seligman, Tracy A. Steen, Nansook Park and Christopher Peterson. Most of the article is highly technical but I encountered two interesting paragraphs that I want to share. Today I want to talk about this paragraph from the article:

We work under the assumption that happiness is a scientifically unwieldy term and that its serious study involves dissolving the term into at least three distinct and better-defined routes to “happiness”… : (a) positive emotion and pleasure (the pleasant life); (b) engagement (the engaged life); and (c) meaning (the meaningful life). Our recent research suggests that people reliably differ according to the type of life that they pursue and, further, that the most satisfied people are those who orient their pursuits toward all three, with the greatest weight carried by engagement and meaning… We continue to use the word happiness, but only in the atheoretical sense of labeling the overall aim of the positive psychology endeavor and referring jointly to positive emotion, engagement, and meaning.

Like every other goal in life, the first step to achieving it is to break it into smaller, easier to handle, steps. In some way or another, all of us have the goal of “being happy” somewhere in or mental to-do list. However, I think that this breakdown into three distinct categories is a great way to start the long journey towards it.

In addition I like the fact that authors emphasize two important issues:

  1. People differ in the proportion of significance they put on each category.
  2. One category by itself is never enough, it is about a mix. This means that the people who are trying to sell us a silver-bullet solution to happiness are scan artists. It also means that it is not wrong to dwell in a little bit of transient pleasure now and then. Life is not only about meaning and engagement but also about simple hedonistic delight.

In particular, the breakdown into three distinct categories can help managers and leaders create better environments and workplaces. A mix and match of the three categories allows for better planning of a happy workplace. More importantly, the understanding of the preferences of each individual allows for a personalized approach that supports and sustains the individual employee’s motivation and happiness levels.

So, how do you think about happiness in your own personal life and in your work setting? Do you find the three categories to be helpful?

Elad

Full citation: Martin E. P. Seligman, Tracy A. Steen, Nansook Park and Christopher Peterson (2005) “Positive Psychology Progress – Empirical Validation of Interventions” American Psychologist Vol. 60, No. 5, 410–42

Book review of The Invisible Gorilla: How Our Intuitions Deceive Us

Imagine you are asked to watch a short video (above or here) in which six people – three in white shirts and three in black shirts-pass basketballs around. While you watch, you must keep a silent count of the number of passes made by the people in white shirts.

Can you do that? Probably…

But what if at some point, a gorilla strolls into the middle of the action, faces the camera, thumps its chest, and then leaves, spending nine seconds on screen. Would you see the gorilla?

Almost everyone has the intuition that the answer is “yes, of course I would.” How could something so obvious go completely unnoticed?

The fact is that when this experiment was done at Harvard University several years ago, half of the people who watched the video and counted the passes missed the gorilla. It was as though the gorilla was invisible.

I actually did the gorilla experiment myself a few years ago. A friend showed me the video and told me to count the passes. Of course, he did not tell me about the gorilla. I actually ended up seeing the Gorilla. I was surprised to see people after me try it and miss it. I remembered the experiment and if somebody asked – “Hey, did you see the one with the gorilla”, I would say yes. I did not think to heavily on the ramifications of this experiment.

That is until I read The Invisible Gorilla: How Our Intuitions Deceive Us by Christopher Chabris and Daniel Simons (Where I also found out that the reason I saw it is probably due to the fact that I been playing and watching basketball for years. People with that kind of experience are much more likely to see the gorilla).

In the book, the authors, take not only the gorilla experiment which is academically termed “inattentional blindness” or “illusion of attention” but 5 other “everyday illusions” (The illusion of memory, The illusion of confidence, Illusion of knowledge, illusion of cause and The illusion of potential) and skillfully explain them in both scientific and everyday examples. It is another very scary but equally fascinating journey into the fallibility of the human mind and human nature’s inability to admit that fallibility.

While the entire book was insightful, the first chapter, describing the first Gorilla Experiment (and its replications) as well as some of its real world implications was the chapter if found o be most compelling and novel. The recurring lesson for me was that our most basic beliefs and instincts can widely deceive us. As the authors put it:

We think we should see anything in front of us, but in fact we are aware of only a small portion of our visual world at any moment. The idea that we can look but not see is flatly incompatible with how we understand our own minds, and this mistaken understanding can lead to incautious or overconfident decisions.

As someone interested in human relationship and how professional conversations (like a feedback session) I find this to be especially important. Observing people give feedback for years I always wondered – How can they miss the clear signs the person in front of them is giving? Why do they continue to say what they planed when it is obvious the person is not responding?

While this has to do with listening skills and assumptions, one thing I realized while reading the book is that it has do with expectations. Or more academically phrased:

Your moment-to-moment expectations, more than the visual distinctiveness of the object, determine what you see—and what you miss

If people can miss a gorilla, standing right in front of their eyes because there are not expecting it, why shouldn’t they miss more subtle auditory and behavioral cues? The issue is coming to such a conversation with expectations that define what you will see and hear.

When you connect that to the Illusion of knowledge – the fact that people mistake knowledge of what happens for an understanding of why it happens, and then mistake feelings of familiarity for genuine knowledge – you understand that the assumptions and pre-held conceptions people enter a conversation with can actually make then blind (or deaf) to the person sitting in front of them.

This does not change what I thought about situations of feedback and how to handle them it just reinforces the prescriptions and the habits for good communication. It does, however, help me understand a little bit more about the process that goes inside people’s brains and the reasons to some of their behaviors.

I recommend you read the book as I do believe that many of the illusions described in it (although not all of them) can be at least dealt with to a certain extent by being more aware of the shaky foundations of some of our beliefs. While reading the book is not enough (there should be a process of turning the information into knowledge and then into wisdom, I think it is a great starting point.

Elad

Isn’t it time your company got some haters?

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About a week ago, Matthew Rhoden wrote a post on HBR.org called: “Create Brand Superfans”. The idea in a nutshell, if I understand correctly, is as follows: Customer satisfaction is a lagging indicator which you can’t based future strategy on. The next level of customer satisfaction is turning customers into advocates. A customer turned advocate supports the brand, actively promotes the brand and is emotionally attached to the brand.

All well and good. My problem started with the prescriptions for action which constricted of three things: 1. Silence detractors. 2. Build a solid and positive customer experience. 3. Offer extraordinary experience. Specifically, I had a problem with prescription number one which Rhoden describes this way:

Silence detractors. Develop an environment where customers will not want to talk badly about a brand. I once spoke with an executive who said his goal was to “not have customers hate us.” Identify and prioritize customer pockets with a high concentration of negativity, and allocate resources to fix the root issues. In other words, to get your customer-experience house in order you must honestly focus on your most common complaints [Emphasis added]

Really? Have customers not hate us? Is that your strategy in order to make zealous advocates of your brand? Can we really talk today about silencing anybody? Seriously?

If I was asked to suggest someone with a way to transform customers into advocates, I would suggest exactly the opposite. Find ways to make specific customers hate you. Don’t waste time on fighting them, just on making their hate greater. Because their hate probably means other customers love you. Having haters means you are making something unique or strange.

In a great post about how overcome the fear of being bold Olivia Mitchell quotes Oren Harri who says:

Trying to get everyone to like you is a sign of mediocrity

Not having haters is a full proof strategy for mediocrity. And when you provide mediocrity, you can sure as hell give up on prescription number two and three: Positive customer experience and extraordinary experience – they are both the opposite of mediocrity. Bret L. Simmons writes in a blog post toady:

If you are going to have high expectations of yourself and others, there is no way you can make everyone happy. High expectations by definition means you have to take risks and try some things you’ve never done before, or make changes to established methods in search of continual improvement. When you take risks, some things are not going to work as well as you thought they might, and from time to time, they might even suck.

I hate to go to obvious example but look at Apple. Can you truly say everybody loves Apple? That nobody hates them? Of course not. Actually, some of their most salient value propositions are the ones that are most ridiculed. And if there was ever a company that had advocates in its consumers… I am not saying that companies should not listen to their customers or should not improve products and services. However, trying to make everybody happy (not to talk about silencing haters) is a sure proof way to not being remarkable. Seth Godin wrote a while back in post called The forces of mediocrity:

Maybe it should be, “the forces for mediocrity”…

There’s a myth that all you need to do is outline your vision and prove it’s right—then, quite suddenly, people will line up and support you.

In fact, the opposite is true. Remarkable visions and genuine insight are always met with resistance. And when you start to make progress, your efforts are met with even more resistance. Products, services, career paths… whatever it is, the forces for mediocrity will align to stop you, forgiving no errors and never backing down until it’s over.

Such resistance should be relished and not fought against. It is a clear sign you are on the right way. You can’t make everybody happy. Ever!

Does your company or brand have haters? If not, why not? What should you do to make some?

Elad

Playing the “why-boy” game with our habits

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Following my last post on Anita Williams Woolley’s work on outcome and process focus I kept thinking about the idea of action identification. This is how action identification is generally defined:

[A]ccording to this theory, individuals can construe, construct, or conceptualize a specific act with reference to specific details and features. Alternatively, they can construe the same act with reference to more abstract labels, such as the purpose, goals, or implications of this action

And as I quoted from Woolley in my last post:

[I]ndividuals can identify actions as low-level, specific activities (e.g. ‘‘I am typing a report’’) or in higher-level terms that encompass multiple specific alternative activities for enactment (e.g. ‘‘I am consolidating and communicating my knowledge’’).

I think this idea has tremendous power both professionally and personally. It reminds of the idea of Equifinality I wrote about the past:

There are a lot of ways to reach success.  If we treat everybody according to their uniqueness we create variety which is beneficial

Many times we get entrenched in our own habits. We do the same thing again and again just because we are used to it or because it is easy. Or we might do it without even thinking about it. Just because. And we resist change because we our sure that our way is the way. But there is no such thing as “the way” to do anything. This idea is wonderfully illustrated by Friedrich Nietzsche in his famous book Thus Spake Zarathustra:

By divers ways and wendings did I arrive at my truth; not by one ladder did I mount to the height where mine eye roveth into my remoteness. And unwillingly only did I ask my way—that was always counter to my taste! Rather did I question and test the ways themselves. A testing and a questioning hath been all my travelling:— and verily, one must also learn to answer such questioning!

That, however,—is my taste: —Neither a good nor a bad taste, but my taste, of which I have no longer either shame or secrecy. “This—is now my way,—where is yours?” Thus did I answer those who asked me “the way.” For the way—it doth not exist!

Thus spake Zarathustra

In The Invisible Gorilla: How Our Intuitions Deceive Us, the authors describe an interesting study:

For his first study, Rozenblit approached students in the hallways of the psychology building and asked them if they knew why the sky is blue or how a cylinder lock works. If they answered yes, he then played what he calls the “why boy” game, which he describes as follows: “I ask you a question and you give me an answer, and I say ‘why is that?’ Channeling the spirit of a curious five-year-old, I then just keep following each explanation with another ‘why is that?’ until the other person gets really annoyed.” The unexpected result of this informal experiment was that people gave up really quickly—they answered no more than one or two “why” questions before they reached a gap in their understanding. Even more striking were their reactions when they discovered that they really had no understanding. “It was clearly counterintuitive to them. People were surprised and chagrined and a little embarrassed.” After all, they had just claimed to know the answer.

And my question to you is: how many times do you stop and ask yourself – why I am doing this thing in this specific way? What am I really trying to achieve? What is my high-level goal? I think you will be surprised with some of the answers.

Elad

Is your team thinking about higher level actions and goals?

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In the last year or so, as part of a research project I am working on, I have been reading hundreds of academic articles on different aspects of teamwork. I must say that most articles are very shallow and focus on a very narrow idea. Most of the experiments have very limited implementation potential in the real world. That is mostly fine as this is how academic ideas develop. However, every once in a while I encounter an article that makes me say “Wow! This is deep and has implications”. This was the case when I read Amy Edmondson’s articles about psychological safety which I wrote about in the past. And this is the case with Anita Williams Woolley’s work on outcome and process focus.

In a series of studies Woolley demonstrated that the way a team initially discusses its task has tremendous effects on the way team members’ attitudes and behaviors will develop down the road, significantly affecting their performance. As Woolley puts it:

Thinking about a team’s process [process focus] involves identification of the specific subtasks that need to be completed, the resources available for doing so, and the coordination of each among members. In contrast, outcomes [outcomes focus] refer to the intended final product or results of the team’s work.

This distinction is based partly on earlier work regarding action identification:

[This] work has shown that individuals can identify actions as low-level, specific activities (e.g. ‘‘I am typing a report’’) or in higher-level terms that encompass multiple specific alternative activities for enactment (e.g. ‘‘I am consolidating and communicating my knowledge’’).

Put simply when a team, early in its life cycle, deliberately engages in thinking about outcomes (higher-level – “the what”) and not about process (lower lever – “the how”), it creates a norm of talking about the higher level. This in turn creates flexibility and an ability to adapt. These abilities allow for better performance on the team final task.

While this sounds simple enough, when you think about it, it really isn’t. Think about the last time you were on a team. I am willing to bet that there is high chance that the first thing that you did was to think about how to divide the work and how to distribute responsibilities. It not only comes naturally, it seems common sense to us to do that. I can’t count the times I heard (or said) the phrase, let’s each start working on it and it will come to us. Many times in these kinds of situations people feel it is a waste of time to talk about the ambiguous goals that we want to achieve. At least according to Woolley’s work that is exactly what they should do, because it creates an understanding of the purpose that later allows people to identify the specific actions with higher level goals.

I wrote a lot about rules in the past and I think this idea correlates with my thoughts about the subject. The problem with rules is that they deprive people from the connection to what actually matters. People forget that rules were put in place to achieve a certain goal. They then follow to rules blindly, even is situations when the best way to achieve the goal is actually ignoring the rule.

In the end, I think it is another interesting look at the idea of purpose and how important is for people – working in team or individually – to understand that purpose of what they are doing and how it relates to higher level goals – personal or organizational.

In a blog post today, Heidi Grant Halvorson has a very interesting point of view on this issue. Here is what she writes:

In order to experience a sense of autonomy, your employees need to understand why the goal or project they’ve been assigned has value.  Too often, managers tell their employees what they need to do, without taking the time to explain why it’s important, or how it fits into the bigger picture.  No one ever really commits to a goal if they don’t see why it’s desirable for them to do it in the first place.

Allowing your employees the freedom to decide how they will complete an assignment is another way to create the feeling of choice necessary to be intrinsically motivated.  Allowing them to tailor their approach to their preferences and abilities will also give them heightened sense of control over the situation they find themselves in, which can only benefit performance.

The important thing is the Why. The how will come afterwards.

Elad

Here are the academic citations for the Woolley articles:
Anita Williams Woolley (2009) “Putting first things first: Outcome and process focus in knowledge work teams” J. Organiz. Behav. 30, 427–452
Anita Williams Woolley (2009) “Means vs. Ends: Implications of Process and Outcome Focus for Team Adaptation and Performance” Organization Science 20(3), 500–515

Inside and outside view

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Following the last two posts about Stumbling on Happiness by Dan Gilbert (here and here) I wanted to highlight a few more interesting quotes from the book. One of the basic challenges that people encounter in any relationship, and especially when approaching a difficult conversation or feedback, is that they assume things about what the other person is thinking or feeling. As the authors of Difficult Conversations: How to Discuss what Matters Most explain, people confuse intentions with actions. We can see the action a person did (or hear what he said). We can only assume his or her intentions. In the book, Gilbert gives us a glimpse to why that happens:

We are the only people in the world whom we can know from the inside. We experience our own thoughts and feelings but must infer that other people are experiencing theirs. We all trust that behind those eyes and inside those skulls, our friends and neighbors are having subjective experiences very much like our own, but that trust is an article of faith and not the palpable, self-evident truth that our own subjective experiences constitute.

In other words, we have an inside view of our own emotions and thoughts, but an outside view of other people’s emotions and thoughts. Or as Gilbert puts it:

There is a difference between making love and reading about it, and it is the same difference that distinguishes our knowledge of our own mental lives from our knowledge of everyone else’s.

The problem, as the book skillfully explains, is that whenever our mind encounters ambiguity it tends to fill in the details without telling us about it. We assume things about the other person. Automatically. Without being aware that we are doing it.

This is something we need to remember. We are on the outside. To get a glance on the inside, we need to engage the other person. To listen with him or her. To ask questions. Because when it comes to the human mind, the only way to get a tiny window into the inside view is if the other person communicates it to us. And this process requires trust.

So, how do you make sure you get a glance of a person’s inside view and not only the outside view?

Elad

Thoughts about perceptions, imagination and communication inspired by Stumbling on happiness

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A few days ago I wrote about Stumbling on Happiness by Dan Gilbert and how revealing it is with regards to the fallibility of the human mind. One side effect of Gilbert’s delving into happiness is a long discussion about how we perceive others and the “filling in” processes that we automatically do whenever we imagine a situation. In other words, people perceptions are not equal reality. Or as Gilberts puts it:

Perceptions are portraits, not photographs, and their form reveals the artist’s hand every bit as much as it reflects the things portrayed.

The problem is that people actions are based on these imperfect perceptions of reality and not on reality itself. Or in other words:

Objective stimuli in the world create subjective stimuli in the mind, and it is these subjective stimuli to which people react.

This, as Gilbert explains, is a result of the fact that we are usually unaware that our brain is actively changing our perceptions, replacing missing pieces with assumptions and deductions. In other words, when we encounter a situation, there is a lot we don’t know about it. And instead of realizing that, our brains just make up for what we don’t know. This is a mistake, as Gilbert skillfully explains:

Your mistake was not in imagining things you could not know—that is, after all, what imagination is for. Rather, your mistake was in unthinkingly treating what you imagined as though it were an accurate representation of the facts.

As Gilbert stresses in his book, awareness in not a good enough cure for this mistake, as people make it even when they are aware that they are going to make it. Although I guess it is a good starting point. When awareness can’t do, we have to move to habits and processes that alow us to overcome our mind’s fallibility. As I also wrote a few days ago, one possible solution to this issue might be found in active listening, where you listen WITH the other person. This means you ignore your own thoughts and concentrate fully on understanding the point of view of the person you are communicating with in order to reduce the possibility of your brain needing to fill in blanks.

Elad

Stumbling on Happiness: Book Review

I will begin with the conclusion: Stumbling on Happiness by Daniel Gilbert is a must read. It is important however, to read it with the right expectations.

While I was expecting to read about happiness, how it is measured and how I can increase it and become happier by the end of the book, the opposite happened. The book is a bleak report of how hard it is to be truly happy. When I finished the book I had the feeling it is surprising that even though, as Gilbert puts it: “people are strongly, perhaps even primarily, perhaps even single-mindedly, motivated to feel happy”, there are in fact happy people. The book describes so accurately the fallibility of the human mind and more importantly our complete unawareness to this fallibility and our illusions of its accuracy that you end up feeling a bit down. Here is a short paragraph describing exactly this phenomenon:

Any brain that does the filling-in trick is bound to do the leaving-out trick as well, and thus the futures we imagine contain some details that our brains invented and lack some details that our brains ignored. The problem isn’t that our brains fill in and leave out. God help us if they didn’t. No, the problem is that they do this so well that we aren’t aware it is happening. As such, we tend to accept the brain’s products uncritically and expect the future to unfold with the details—and with only the details—that the brain has imagined. One of imagination’s shortcomings, then, is that it takes liberties without telling us it has done so.

I think one of the main lessons I learned while reading the book is that our ability to predict the future in the most personal and subjective sense of it, is highly distorted. Gilbert skillfully (and humorously) takes us through a journey that explains that we are unable to think accurately about the future. And as happiness, in a sense, is always future oriented, this becomes highly problematic:

One of the hallmarks of a visual experience is that we can almost always tell whether it is the product of a real or an imagined object. But not so with emotional experience. The emotional experience that results from a flow of information that originates in the world is called feeling; the emotional experience that results from a flow of information that originates in memory is called prefeeling; and mixing them up is one of the world’s most popular sports. We cannot feel good about an imaginary future when we are busy feeling bad about an actual present. But rather than recognizing that this is the inevitable result of the Reality First policy, we mistakenly assume that the future event is the cause of the unhappiness we feel when we think about it.

Not everything is so bleak after all. Because part of our inability to predict our future feeling is due to the fact that our mind includes an immune system that protects us and moderates the effects of extreme events. Gilbert explains:

We cannot do without reality and we cannot do without illusion. Each serves a purpose, each imposes a limit on the influence of the other, and our experience of the world is the artful compromise that these tough competitors negotiate.

And this is for me the main point of the book. Yes, we are fallible. But yes, we are also magnificent. The question is not whether we are perfect or not. The question is how we realize the limitations and benefits of the way we work and learn to optimize what we have. Here is Gilbert again:

And if we are purging ourselves of all things that afford us only imperfect approximations of the truth, then we need to discard not only psychology and the physical sciences but law, economics, and history as well. In short, if we adhere to the standard of perfection in all our endeavors, we are left with nothing but mathematics and the White Album. So maybe we just need to accept a bit of fuzziness and stop complaining.

Human life is fuzzy. Happiness is a fuzzy concept. Our mental abilities to evaluate and express our current feelings and especially estimate our future feelings are highly limited. But these are the cards we were dealt. There is no point in complaining about them, claiming they are different or fighting them. If we truly want to aspire for happiness we need to realistically understand our limitations and work within them and not against them. Gilbert is, in my view, a bit pessimistic about the prospect of people achieving this realistic view. I for one, think that reading his book is a great starting point to embark on a life with fuzzy happiness.

Elad