Crisis communication, Expectations management PV236 – TIME MANAGEMENT & EFFECTIVENESS JOSEF SPURNÝ Theoretical framework: Transactional analysis Transactional analysis 3 states of our self (Eric Berne, 1950’s) In the life roles we normally play (child, sibling, student, teacher, employee..), there are three specific internal states which may apply: 1.Parent 2.Adult 3.Child TA – Parent state Pilotní muž se souvislou výplní Represents: Parental authority, ethics, morale, tradition Observed as: setting goals or limits, counseling/coaching/supervision, critique, protective or caring behavior, defending traditional or “normal” values, setting rules and ensuring that they are followed Variants: •Criticizing parent – command & control, blaming, unwanted advices, “…you should”, “…you must” •Caring parent – support, protection, appreciation, “Well done!”, “I’m so proud of you” TA – Adult state Kancelářský pracovník žena obrys Represents: objective, balanced communication, responsibility, bound to reality Observed as: awareness of pros and cons, realistic expectations, goal seeking, predicting future, working coalition, making and fulfilling agreements TA – Child state Represents: Dependency, tendency to be lead, internal wishes, feelings, fantasies Observed as: emotional episodes (anger, joy, envy…), making fun, playing games, wishful thinking, unrealistic expectations, seeking benefits and overlooking (avoiding) costs, lightheartedness / irresponsibility, manipulation Variants: •Natural child – behaves spontaneously •Adapted child – as a result of conditional love, it seeks to fulfil parental expectations, own motives may cause guilty consciousness •Negativistic child – rebellious, questioning authority, not willing to cooperate Plyšová hračka obrys TA - complementarity Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Parent Adult Child Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Criticizing Caring Adult Child Parent Criticizing Caring Natural Adapted Negativistic Natural Adapted Negativistic TA - conflicts Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Parent Adult Child Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Criticizing Caring Adult Child Parent Criticizing Caring Natural Adapted Negativistic Natural Adapted Negativistic You and your roommate are studying the same studying program. There is a deadline approaching, you suggest that before starting to study, you will both watch an episode of a favorite TV series. Imagine the conversation to match the portrayed relationships. TA - conflicts Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Parent Adult Child Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Criticizing Caring Adult Child Parent Criticizing Caring Natural Adapted Negativistic Natural Adapted Negativistic You and your roommate are studying the same studying program. There is a deadline approaching, you suggest that before starting to study, you will both watch an episode of a favorite TV series. Imagine the conversation to match the portrayed relationships. TA - conflicts Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Parent Adult Child Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Criticizing Caring Adult Child Parent Criticizing Caring Natural Adapted Negativistic Natural Adapted Negativistic You and your roommate are studying the same studying program. There is a deadline approaching, you suggest that before starting to study, you will both watch an episode of a favorite TV series. Imagine the conversation to match the portrayed relationships. TA – Idealization vs. devaluation Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Parent Adult Child Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Criticizing Caring Adult Child Parent Criticizing Caring Natural Adapted Negativistic Natural Adapted Negativistic 1.Projected, unrealistic, idealized expectations 2.Confrontation with reality – expectations not met 3.Devaluation – disappointment, rejection (baby thrown away with the bathwater) TA – Good working coalition Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Parent Adult Child Pilotní muž se souvislou výplní Kancelářský pracovník žena obrys Plyšová hračka obrys Criticizing Caring Adult Child Parent Criticizing Caring Natural Adapted Negativistic Natural Adapted Negativistic Application in crisis communication What is a crisis? Crisis communication § time-restricted situation when decisions need to be done § stirred-up emotions of individuals are present § stress or other discomfort is present § the decisions must be done in unexpected or inconvenient time point § small differences in input may lead to significantly different outputs § unexpressed presumptions or expectations may be present § Tic-Tac-Toe Activity Tic-Tac-Toe Activity - Aftermath §In both formal or informal settings, you might find yourself under pressure to make a decision § §Often, people (teams, departments) have their own goals they are interested in and tend to forget about bigger goal they share § §This is exaggerated if interested parties slip into child or parent state (willingly or subconsciously) § §Take the adult state to evaluate consequences of suboptimal solution Asiana Airlines Flight 214 §Low-speed landing §3 passengers died; another 187 were injured, 49 of them seriously §Co-pilot was aware of captain’s mistake, but was afraid to question him §In Asia, the paternalistic, authoritarian model is culturally embedded Potentially interesting: Documentary TV series - Seconds from disaster Application in expectation management Failed expectations – what went wrong? Think of a recent situation when your expectations were unmet. What was the cause? Failed expectations § unrealistic starting point § cultural stereotypes § social stereotypes § cognitive heuristics / biases §Framing, anchoring, Kruger-Dunning effect, etc. § idealization § … Expectations managed well § formulate the problem in front an as simple as possible § make sure expectations are realistic § do not overcommit your capacity for the delivery § do not hide information, even when it’s not good news – darkness stimulates imagination § try to avoid different interpretations of the same information § it is better to under-promise and over-deliver than vice versa Kancelářský pracovník žena obrys Adult Kancelářský pracovník žena obrys Adult Homework assignment - TA Your roommate (or family member) has entered your room without knocking and said: “Sorry to interrupt you but would you be so kind and take this garbage bag, go outside, and throw it to the garbage can? I am cleaning up and it just gets in the way all the time. ” You are in the middle of watching an episode of favorite Netflix series episode. Prepare short responses as a: 1.Criticizing parent 2.Caring parent 3.Adult 4.Natural child 5.Adapted child 6.Negativistic child 7.