The Death of Tired Sales Assumptions

Black and white photo of Lee J. Cobb and Mildred Dunnock with arrows to facial expressions and their emotions expressed via facial coding, in the play "Death of a Salesman".
Lee J. Cobb and Mildred Dunnock on stage in Henry Miller’s Death of a Salesman

Two plays have most defined how we see salespeople. One is shown here, from the original staging on Broadway of Henry Miller’s classic Death of a Salesman. There’s rage, but most of all there’s sadness in a drama in which Lee J. Cobb (playing the broken-down salesman Willy Lowman) moans: “The only thing you’ve got in this world is what you can sell.” In vain his wife, played by Mildred Dunnock, tries to comfort him.  

“The only thing you’ve got in this world is what you can sell.”

Lee J. Cobb in Death of a Salesman

What’s the other play? It’s David Mamet’s Glengarry Glen Ross. Again, rage plays a role but really the key emotion is the fear that gets instilled in a crew of salesmen. From the film adaptation that added the character of Blake, played by Alec Baldwin, here is the movie’s most famous moment: “We’re adding a little something to this month’s sales contest. As you all know, first prize is a Cadillac Eldorado. Anybody wanna see the second prize? Second prize is a set of steak knives. Third prize is, you’re fired.”

“We’re adding… to this month’s sales contest…first prize is a Cadillac Eldorado…Third prize is, you’re fired.”

Alec Baldwin in Glengarry Glen Ross

Let’s broaden and update the picture. As Daniel H. Pink pointed out in To Sell is Human, we’re all salespeople. Something like 40% of our time on the job is devoted to cajoling—persuading—selling others on what we would like to see happen.

What’s the real key emotion of effective sales nowadays? It’s surprise: eyes-wide-open curiosity. As Colleen Stanley points out in this week’s podcast, a salesperson who’s constantly learning about prospects, their needs, their hopes, their fears, and how to better connect with them, including online during Covid-19, is who you actually want to hire. Yes, steak knives are for losers but not in the way Blake meant. Serving up spoonfuls of comfort and hope would be more like it.

A Few Sales Tips

Using EQ to Build a Great Sales Team

Released today: episode 19 of “Dan Hill’s EQ Spotlight,” featuring Colleen Stanley, the author of Emotional Intelligence for Sales Leadership. Listen to the clip below and click on the image to get to the new episode. 

What does it take to connect successfully with somebody you’re trying to “win over”? 

Stanley is the president of SalesLeadership, a sales development firm. She’s been named by Salesforce as one of the top sales influencers of the 21stcentury and also a Top 30 Global Sales guru.

Topics covered in this episode include:

  • In hiring, what should you be on against in both yourself and the job candidate? An eye for the “something” missing that you may or may not be able to resolve is one key.
  • Exploring a variety of buyer personas, including specifically: The Poker Face prospect, The Nitpicker, and The Glad-Hander. How best to dislodge an incumbent vendor so you can make the sale?
  • What is mean by helping a person on your sales team “untell” a story that is hindering that person’s effectiveness.

Dan Hill, Ph.D., is the president of Sensory Logic, Inc.

Why Six to Seven Participants Is Ideal

What size work team is most efficient? Hint: the number of fishermen in this 19th century painting provides the answer. Tom Peters has suggested that teams shouldn’t be bigger than what two large pizzas can feed (about six to seven people). Along those same lines – a listener should ideally be within five feet of a speaker to hear well. Sitting almost shoulder-to-shoulder, that precept limits a group to no more than seven members.

In a year where Learning Pods are sprouting up as private tutors offer in-person learning to small groups of children, I’m following suit. Forget anonymous-feeling webinars; I prefer to foster a sense of community and intimacy, through a highly interactive experience. Until a safe vaccine arrives to save us all, I’m launching EQ Learning Pods capped at six participants each.

The content will cover six areas:

  • Executive Leadership
  • Manager-led Workplace Culture
  • Sales
  • Marketing
  • Market Research
  • Customer Experience (CX)

The insights presented in these pods arise from my 20+ years of research studies conducted for over 50% of the world’s top 100 companies, plus the information contained in my eight books, speeches, books I’ve been influenced by, and what I’ve learned from hosting great authors on my podcast. The pods have been distilled into 45-minute select portions of content to spur questions and discussion. To learn more, go to www.sensorylogic.com for details, and to enroll. EQ Learning pod sessions are limited to six persons at the cost of $25 a person. I look forward to being your guide!

Deep Listening & Seeing, Deeper Learning

Touching the Soul: Musical and Psychoanalytical Listening

Released today: episode 18 of “Dan Hill’s EQ Spotlight” podcast series, featuring Roger Kennedy, the author of The Power of Music: Psychoanalytic Explorations. Listen to the clip below and click on the image to get to the new episode.

Why is music so powerful in eliciting emotions?

Now at The Child and Family Practice in London, Kennedy is a training analyst and past President of the British Psychoanalytical Society. This is his fourteenth book.

Topics covered in this episode include:

  • The ability of music to reward close listening because of qualities like movement and the web of interactions involved.  
  • How music can draw on and has parallels to a range of situations, like “baby talk” sounds shared by mother and child, and the sounds animals make (especially in mating rituals). 
  • Discussion of parallels between music and entering a dream state, rich with free association as opposed to a concrete, logically coherent “narrative”

Dan Hill, PhD, is the president of Sensory Logic, Inc.

Working Remotely, Feeling Likewise

In The Devil’s Dictionary by Ambrose Bierce, there’s the entry: “ALONE, adj. In bad company.” On the packaging of this mock Fisher-Price product offering, the despair of a crying baby is a burden wine promises to relieve. While “Covid-19” will win hands-down as 2020’s Word of the Year, being “remote” from colleagues, from happiness, and from one’s other numbed feelings, should be on the runners-up list. Look at the upside: at least this parody product isn’t cross-branded with Clorox to include ingesting some bleach to solve your woes!

A World of Zooming and Zapping

Another runner-up for Word of the Year in 2020: Zoom, in all its manifestations. For everything from conference calls to being fired.

Communicating Virtually Is Like Eating Pringles Forever

Released today: episode 16 of “Dan Hill’s EQ Spotlight” podcast series, featuring Nick Morgan, the author of Can You Hear Me? Listen to the clip below and click on the image to get to the new episode.

Image of Author Nick Morgan and his book cover "Can you Hear Me? How to Connect with People in a Virtual World. The Book cover is blue with yellow and green communication doodles. The title of the podcast episode is Communicating Virtually is Like Eating Pringles Forever.

How can we protect ourselves amid the emptiness and treachery of virtual communication?

Morgan is one of America’s top communication theorists and coaches. He’s written for Fortune 50 CEOs as well as for political and educational leaders, and coached people for events ranging from TED talks to giving testimony to Congress.

Topics covered in this episode include:

  • What’s the likeliest way to lose the trust of others during a conference call, and how can you best hope to restore it? 
  • Why are most online webinars a disaster and what kind of format improves them best?
  • If powerpoint presentations are no longer the way to go in selling to prospects in online calls, what’s the alternative?

Dan Hill, PhD, is the president of Sensory Logic, Inc.

Adverse Circumstances, and a Bad Boss

Now blissfully many years ago, I survived two bad bosses in a row. The first was so capriciously mean-spirited that one day on the job our department secretary, a sweet, devout older woman, called me over with glee to tell me the latest joke making the rounds. “Why is Linda going on vacation?” The punchline was so she could write a new introduction to Adolf Hitler’s Mein Kampf. Half a dozen lawsuits against the company for being subjected to “mental cruelty” would soon be filed by my colleagues. 

As to the other boss, well, that person ran a public relations operation with New York City real estate moguls as clients (Donald Trump wasn’t among them). By my second week at that firm, my neck was iron-tight and incapable of turning even a quarter-inch either direction with ease due to the stress of working there. When I confided my condition to a coworker, she breezily remarked: “Oh, everybody gets sick here by their second week on the job.”

Many of us have had bad bosses, but the two men I’m highlighting this week have it worse than most everyone. They’re stuck in dire circumstances. The first is obviously Dr. Anthony Fauci, who has to deal with the coronavirus and Trump’s back-biting. The other is Bill Stepien, Trump’s new manager of a campaign dealing with both Trump’s self-induced chaos and a double-digit deficit in the presidential race against Joe Biden. Fauci is certainly the kinder spirit of the two men. Stepien’s biggest claim to fame is being fired by former New Jersey governor Chris Christie for exhibiting “callous indifference” amid Christie’s Bridgegate scandal. Come to think of it that makes for a third, bad boss. That’s because I had taken on being manager of Christie’s first, brief foray into politics. The lure? Christie was challenging a fellow Republican who had claimed women were incapable of being good judges given their menstrual cycles.

What do Fauci and Stepien have to do now? Engage in what I call “reverse innovation”: whereby the situation is so dire that you have to practice creativity and triage both aggressively at the same time in order to have any chance of success. I’ll be elaborating on what “reverse innovation” means in a business context in my video below.

Reverse Innovation: Creativity & Triage

Creativity & Innovation, Demystified

Released today: episode #11 of Dan Hill’s EQ Spotlight podcast series, featuring Nir Bashan, author of The Creator Mindset: 92 Tools to Unlock the Secrets to Innovation, Growth, and Sustainability. Listen to the clip below and click on the image to get to the new episode, hosted on the New Books Network (NBn).

Dan Hill's EQ Spotlight Podcast features a photo of Nir Bashan and his book's cover, The Creator Mindset

Why is the corporate fallback being “analytical” (as opposed to nurturing creativity)?

Bashan is a creativity expert who has spent the past two decades devising a formula for sustained creativity. Besides his blue-chip corporate clients, Bashan has also worked on album, movies and advertisements for people like Rod Stewart and Woody Harrelson, won a Clio and been nominated for an Emmy. This is his first book.

Topics covered in this episode include:

  • Creativity’s three unlikely personal traits (hint: courage is one of them).
  • Why self-doubt and complacency are both threats to successful innovation, and how to overcome each in turn.
  • Design obstacles Bashan has witnessed, plus five more from my book Emotionomics.

Dan Hill, PhD is the President of Sensory Logic, Inc.

Teamwork Versus a Noose

NASCAR buddies: a joyful Bubba Wallace and Richard Petty share a laugh.
Joy - the muscle around the eye tightens, creating a twinkle in the eye
happiness - broad smiles, cheeks raised
NASCAR buddies: a joyful Bubba Wallace and Richard Petty share a laugh.

Yes, there are people who consider happiness a “trivial” emotion in the business world. “Back to your desk and get to work.” Those might be the words of a domineering, old-fashioned boss. But truth be told, happiness is essentially about embracing others, yourself and new ideas. It’s an emotion that grows the pie. I’ve been thinking about the power of happiness this week because the country’s boss-man, Donald Trump, decided it would profit his campaign or simply his id to attack NASCAR driver Bubba Wallace in a tweet. Wallace’s response: “Even when it’s HATE from the POTUS. Love wins.”

The noose found in Wallace’s stall at the Talladega Superspeedway in Alabama by his race team led to NASCAR in general and racing legend Richard Petty in particular embracing the sport’s only full-time black driver. Due to Wallace’s cap and Petty’s sunglasses, I can’t say for sure. But given their expansive, inviting smiles, I would bet big-time that both guys are actually exhibiting joyous, true smiles, whereby the muscle around the eye tightens and creates a twinkle in the eye.

Happiness is also on my mind this week because, for my podcast, I interviewed a cheerful Caroline Stokes. One of her book’s best ideas is that a new hire would benefit from a small support team meeting at the end of that person’s first week on the job, and again at the 50- and 100-day mark, to help the new hire navigate without “crashing”. Such assistance made me think of Wallace and his 43 team yet again because doesn’t a support team function in effect like a NASCAR pit crew? Change the tires, refuel the tank, and you’re quickly on your way. If only the Trump administration’s response to covid-19 could function half as well.

Getting Up to Speed in a New Job

Released today: episode 9 of “Dan Hill’s EQ Spotlight” podcast, featuring Caroline Stokes, author of Elephants Before Unicorns. Listen to the clip below and click on the image to get to the new episode. And if you like what you hear, please subscribe, and give a rating and review on iTunes.

Photo of guest author Caroline Stokes and her book Elephants Before Unicorns, on Episode 9 of Dan Hill's EQ Spotlight podcast "Do You Want To Be an Ostrich?"
This episode covers on-boarding, diversity and more.

How does avoidance of conflict ultimately create more conflict in the workplace?

Stokes is the CEO of FORWARD, and the podcast host of The Emotionally Intelligent Recruiter. She is an award-winning leadership coach and thinker, partnering with global leaders throughout their career and leadership cycle.

Topics covered in this episode include:

  • The emotions that inadvertently inspire the behavior of both push-over and bully bosses, and the likely emotional responses of their direct reports.
  • How the risk of employee disengagement can get short-circuited before it happens.
  • What are steps that can ensure a better on-boarding experience for the new employee, including CEO’s (whose turn-over rate is 50% within the first 18 months on the job).

Dan Hill, PhD, is the president of Sensory Logic, Inc.

When Change “Gets to You”

Real change is never easy. Witness the couple made famous this week for brandishing guns in front of their five-story mansion in west St. Louis. A stream of Black Lives Matter protesters are walking to the mayor’s house nearby. It’s anger meets anger, and fortunately nobody got hurt.

Now, I admit that when I first saw the media coverage, I half-wanted to laugh. The guy reminds me more of Ned Beatty’s hapless suburbanite character in Deliverance than he does a stalwart Burt Reynolds. So I expected to find fear on the guy’s face. But make no mistake about it, the man and his wife are both mad. Eyebrows lowered, mouths tight, they’re determined but not equally irate. Her eyes are glaringly wide and her mouth is tighter, more defiant than her husband’s. It’s probably good that the wife was carrying the lesser weapon of the two. When I watched the guy on Chris Cuomo’s CNN show, I was surprised to hear that he’s apparently a Black Lives Matter supporter.

All of this just goes to show that when change comes – no matter how warranted – human beings are unlikely to take it well. This is true for work and home life, too. Truly embracing change is the topic and expertise of this week’s guest on my podcast. For her book, she conducted research that found that when companies re-organize to address a changing marketplace (think “needed” change), one-fifth of all managers qualify as worried skeptics. Could that number be higher? The St Louis couple’s reaction suggests that change can “get to us” in alarming ways, even when needed change comes to our own neighborhood.

Amid Change, What Type of Employee Are You?

Released today: episode 8 of Dan Hill’s EQ Spotlight podcast, featuring Charlene Li, the author of The Disruption Mindset:Why Some Organizations Transform While Others Fail

IdeaPress Publishing 2019

What does it take for a company’s culture to enable ongoing growth?

Li is the author of six books, including the New York Times bestseller, Open Leadership, and is also the co-author of Groundswell. She is the Founder and Senior Fellow at Altimeter, a research and consulting firm, as well as a graduate of Harvard College and Harvard Business School.

Topics covered in this episode include:

  • Five kinds of employees, and how that that model feeds into the four archetypes of disruptive leaders: steadfast managers, realist optimists, worried skeptics, and agent provocateurs.
  • How mid-size companies can avoid the “permafrost” layer that limits the flexibility of larger companies. 
  • How is the challenge of being a disruptive leader different if you’re female or a minority member versus being a white male?

Dan Hill, PhD, is the President of Sensory Logic, Inc.

Anger Management: Emojis Cloud the Picture

Want to send a mad-as-hell email, but you’re not sure which anger emoji to use? Welcome to chaos. My quick study of over a dozen anger emoji options reveals ambiguity and errors. The two most common depictions of anger show widened eyes combined with downward, inward pinched eyebrows. But that pair of facial muscle activities conveys fear as much as it does anger. Also commonly shown: an open mouth that suggests the presence of surprise and fear rather than anger.

Probably the worst anger emoji belongs to emojidex. After all, a distorted mouth depicts feeling sadness and disgust, not anger. What’s the most accurate anger emoji? The one from OpenMoji. Besides the usual eyes wide and eyebrows down combination, it alone shows a mouth with the lips pressed tight together. The second best anger emoji comes from Facebook. The company has added vertical wrinkles between the eyes with lowered eyebrows. That visual detail emphasizes a specific version of anger, focused concern.

Oddly, none of the anger emojis I reviewed had all of the most reliable tell-tale signs of anger. There are three of them: narrowed eyes, a jutting chin, lips pressed hard together (the opposite of an open, gaping mouth). Time to head back to the drawing board for graphic artists seeking to depict anger.

Anger’s Anatomy – A Deeper Look

Harnessing the Power of Perceptions

Released today: episode 7 of Dan Hill’s EQ Spotlight podcast series, featuring Emily Balcetis, the author of Clearer, Closer, Better:How Successful People See the World. Listen to the clip below and click on the image to get to the new episode.

Ballantine Books 2020

How can we improve our productivity by literally seeing the world differently than before?

Balcetis is an associate professor psychology at New York University. She received her PhD from Cornell University and has authored over 70 scientific publications in addition to being a TED speaker.

Topics covered in this episode include:

  • What are the four general perceptual shifts that research suggest make a huge difference in improving our odds of success in tackling projects and other initiatives. 
  • Which emotion or emotions may best fit or spur on each of those four strategies.
  • Of all the research studies that went into this book, which one is Balcetis’s favorite. Why did this optical “trick” lead to double-digit growth in the likelihood of making progress.

Dan Hill, PhD, is the president of Sensory Logic, Inc.

Who Are You? Branding Yourself Distinctly

If you’re old enough, you may remember “To Tell the Truth” – a TV game show in which three contestants all supposedly had the same identity so celebrity panelists had to ask questions to figure out who was THE person with that name and unusual occupation or experience. Well, I guess you could say that my parents didn’t brand me clearly! And that’s a problem whenever you’re engaged in a new enterprise like the podcast series I’m launching today. These guys are all Dan Hill. The first is easily the most famous: a Canadian singer-songwriter whose biggest hit “Sometimes When We Touch” peaked at #3 on the US Billboard Hot 100 charts and #1 in Canada in 1977. The middle Dan Hill depicted here is a British digital designer and urbanist, and the third Dan Hill is a women’s head soccer coach in Oklahoma.

Check out my new podcast!

My new podcast series, Dan Hill’s EQ Spotlight appears on the New Books Network, which gets nearly one million downloads monthly. I am honored to be a part of this high-quality group. Below is the link to find all four podcasts.

https://newbooksnetwork.com/category/eqspotlight/

Let me know what you think!

Free to Die: The Rise of Anti-Lockdown Protesters

Reopen America Protester with anger disgust

“To be, or not to be” . . . that’s the famous question asked in William Shakespeare’s Hamlet. Our version today in America . . .  whether to follow the stay-at-home approach advocated by medical experts, or ignore their guidance. The photo above captures the two opposing perspectives. A Denver protester is snarling in outrage: “This is the land of the free. Go to China!” A calm medical worker blocks her path. This is not an isolated incident. Across America, gun-toting, MAGA-hat wearing, anti-lockdown protestors are agitating for the economy to be opened immediately . . . or else. Most Americans agree it’s a false choice. We need both our health and our jobs, but in that order – lives ahead of livelihoods. So what is really going on here?

The answer is emotional manipulation rooted in getting supporters to deflect blame and anger. People are hurting, hence the need to turn their anger away from The White House to scapegoats like China, Dr. Anthony Fauci, Democratic governors, or reporters for asking why Donald Trump has been so slow and inept at handling this crisis. Such manipulation is a survival tactic meant to protect just one person: the President and his re-election prospects. Trump is gambling, as usual. In this case, not with creditors’ money on behalf of his casinos and hotels but with our lives, by taking any chance he can to get the economy rolling again. And why not? That’s Trump’s modus operandi. The situation brings to mind this anecdote about risk taking. As Adolf Hitler was preparing to invade Russia in 1941, his henchmen Hermann Goering begged the Fuhrer not to take such a big, foolish gamble, to which Hitler abruptly replied: “I always gamble.”

Trump has called the protesters “very responsible people.” A White House economic advisor, Stephen Moore, has compared them to civil-rights champion Rosa Parks. Never mind that some of the protestors come to these shoulder-to-shoulder, social-distancing-flouting rallies waving Confederate flags. In politics, anger and disgust have their own internal, intuitive logic. Anger means you hit out (verbally or otherwise) at opponents, the “vermin” you’re disgusted with. Will the driver of the aptly-named RAM 1500 vehicle slam into this scrub-clad medical worker, as happened to counter-protestors in Charlottesville? No, no violence occurred this time around, thank god. But if virus history repeats itself, then forget the anger and disgust that divides us as a country. Those emotions are distractions. What we need to feel is fear given what happened in 1918, when the second wave of the influenza pandemic was deadlier than the first.

Spotting Bullies at Work

Narendra Modi as Authoritarian Bully

As a kid, I learned the value of spotting the bullies on my elementary school playground. One bully liked to sit on kids, squashing them with his weight. Another bully wore cowboy boots and, boy, did it hurt if he managed to kick you in the shins. But how about at work: assuming nobody is physically assaulting anybody else, could bullying be playing a role in destroying productivity and morale? How might you nip that in the bud, if you find it? The answer would require knowing what to look for, emotionally speaking.

The surest signs, I believe, consist of a larger-than-usual volume of a pair of emotions, often shown in tandem: anger and disgust. I came to that conclusion by studying world leaders for my book Two Cheers for Democracy. Analyzing the facial expressions of world leaders and correlating the results to how Freedom House ranked the degree of “civic openness” in countries across the globe, I asked the question: which emotions most reliably signal a tendency toward being a dictator—a bully–instead of being democratically inclined? The answer is anger and disgust, along with a relative absence of happiness. A case in point is India’s prime minister Narendra Modi. Note on the Time magazine cover how his upper lip is flared in disgust, while his eyes are narrowed and lips are pressed together in anger. Recently, Modi sought to have the country’s Supreme Court require the media to publish only his government’s official accounts of how the covid-19 pandemic is impacting India. While the Supreme Court didn’t rule in favor of that demand, media stories about the Modi government’s “inspiring and positive” efforts on this crisis are increasingly all that can be found, as harassment of “naysayers” builds in severity.

In holding a private counseling session with an office bully, remember that anger revolves around a desire for control, to have matters unfold in a manner of that person’s choosing. Disgust, in turn, can signal that a bully finds someone else’s ideas revolting (and a revolt against the bully’s own preferences). Wherever their presence exists, what additional emotion does anger and disgust tend to develop in others? The answer is fear, as people freeze because nobody dares to move on their own accord. Regrettably, that reaction can allow would-be dictators to orchestrate the outcomes they alone want. There is, however, an antidote to the most destructive qualities of anger and disgust. Find a gentle way to “drop” into your conversation with a bully the fact that research indicates the value of happiness. Genuine happiness, as opposed to official happy talk, can lead to superior solutions arrived at more quickly, when we all stay open to brainstorming better options.