Finding the Positive in Uncertainty

Being positive is a habit. We can influence outcomes, the behaviours and responses of others by the way we are make a difference by what we say and the way we say it. Getting the right responses from people is critical in a change programme such as Six Sigma.

Turn-of-the-century physicist Heizenberg first coined the term the uncertainty principle, by which he stated that the 'observer affects the observed'. Of course, the detail was pertinent to quantum mechanics, but the principle that 'being there changes what is there' can provide a useful learning point for everyday life.

You might imagine, for example, that a train driver could draw the conclusion from repeated observation that the barriers of a railway crossing are always down after all, he has never seen them up!

We can influence outcomes, the behaviours and responses of others by the way we are make a difference by what we say and the way we say it. We can phrase things negatively and cause people to be resistant, unco-operative and surly, or we can couch the same thought in positive language and find that people become supportive and helpful.

Consider the difference between the following statements:

'I agree' & 'I don't disagree'
'I can see you later' & 'I'm too busy to see you now'
'I can have that job ready some time this afternoon' & I can't have this job ready before this afternoon'
'Let me transfer your call to the right department' & 'You've come through to the wrong department'

Here is an excellent example, picked up at Rugby Tesco Stores, of finding a positive approach to reporting a difficult situation:

Good News! We're adding extra! Very soon, you'll see boarding going up, and builders walking around . . .Over the coming months we're going to transform and extend your store to make it the best Tesco you've ever visited. More details will be available soon.

The usual ‘We apologise for any inconvenience . . .’ at best automatically instils a mood of tolerance in the reader. The above notice tries to build an emotion of anticipation. Being positive is a habit. The rewarding thing about this habit is that not only does the initiator gain a sense of wellbeing, but everyone else feels good too.