What’s that saying…. “different personalities make the world go ‘round?” How about the personality that’s always right? That person that is never wrong and tries to imply you’re a total incompetent idiot if you disagree with them. Work with anyone that suffers from chronic certainty? (Is it you?)
As investigators by trade, you’re aware of the concept, “confirmation bias.” For those in the back row, that’s when we find evidence to support what we already believe, instead of considering all the evidence presented. This phenomenon also happens outside the interview room. How do you handle this person? (it can be infuriating)
Slow Down
Ron Carucci and Jarrod Shapell penned a recent article for Harvard Business Review on this topic and they suggest starting your exploration on how to deal with folks like this by slowing down. Resist the temptation to escalate a disagreement and try to approach the conversation like their views have some legitimacy to them. The authors suggest scheduling a separate conversation (instead of in the midst of the debate) with them and saying something like:
The action: “Whenever we find ourselves on different sides of an issue, I feel as though you assert your views with such unbending force that I want to either shut down or dismiss your confidence. It would help me to know that my views were being considered, even if you don’t agree with me.”
Is Your Culture Feeding This?
The culture within your organization might be feeding the beast of chronic certainty if it rewards assertive convictions. The Person-in-Environment explains how environments shape individuals and if your organization’s culture creates such a competitive environment that it even applies to decision making – good luck.
What’s super interesting is research on competitive workplaces shows that when people feel anxious competitive processes, they are more likely to behave unethically.
The action: Ask your team to come to meetings with pros and cons on issues and have team members weigh in.
I Know They’re Not Right
The authors point out that when people are super convicted about their views, we’re more convinced they’re wrong. The critical point is: Stop and listen to them. You might be thinking, “Wait, doesn’t that validate their views?” Actually, no. Listening in a sincere way is the only way to disarm them to have a productive conversation.
The action: Listen. (like, for real)
There might not be a way to wipe out “chronic certainty” with all these cognitive complexities. But at least with these strategies you’ll have a better chance. I know (for sure).
