The magic of explanation

Explanations are a double-edged sword. On the one hand they are used as excuses in an attempt to evade responsibility. On the other they are instrumental in helping people see what the responsible thing to do is.

Let's focus on how explanations can be yielded to create better outcomes.

People tend to be limited in their options by their understanding of the situation. What they are not made aware of will not be taken into account. So whenever you need something from someone make sure they know everything they need to know to rally full cooperation. The better their picture of the stakes, the more likely they are to be motivated to do what the situation asks for. It sounds more complicated then it is. Imagine the CEO you met at a tradeshow asks you to call her later that week for an appointment. The secretary has been trained to fence off people like you. Without explaining how your call came about, you won't get past the barrier.

So the next time you need a supplier to go the extra mile, explain what the situation is that you and your client are facing. Do so in full detail, colorful but accurate. Then ask what they could do to help you. You have just said the magic words...