Tag Archives: judgment

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observed success

Observed Success and Judgment Success Are Different

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A flashy men’s suit, a woman’s shoe with a red sole. A shiny high-performance sedan or a big tire SUV. Does this have anything to do with observed success?


Many people care a great deal about what other people think. As such, they condition nearly everything they do by what they believe other people will say, or how they’ll pass judgment on who they are.

Does it have anything to do with your ability to perform job tasks and duties? In some ways, yes, but is it all given too much weight? Too much judging and not enough focus on outcomes?

Observed Success

In the workplace, people aren’t necessarily good at a skill or knowledgeable in technology based on how they dress, where they live, or what kind of car they drive. Yet, as a society, we give a certain amount of credit or respect based on what we see.

We tend to stereotype and have bias.

The truth often is that looking the part and acting the part are somewhat different than the outcomes from the person who is actually in that job role.

Is the high school football star, the trigonometry expert, or aspiring runway model the best candidate for the job?

Many may quickly suggest that those things have little or nothing to do with workplace skill requirements. It doesn’t mean that they are good communicators, team builders, or budget managers, does it?

The things we do in life, in leisure or hobby, have a lot to do with skills that we build, yet, they may have little to do with our character, integrity, and ability to lead.

Judgment Success

It seems silly that we would allow exterior perceptions to condition job performance abilities.

Sure, all of it matters. And we cannot forget that perception is reality as observed by many in society.

Yet, you shouldn’t make the costly mistake of allowing your bias or stereotyping to have too much weight in your judgment of future outcomes.

Whether you are the business owner, the hiring manager, or the tenured employee seeking to improve your contribution, remember to apply appropriate weight to your observations.

Making a judgment is not the same as making a good decision.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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being honest

Being Honest with Workplace Honesty

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Ask people if they trust their gut, and most will tell you that they do. Ask people if they are being honest and you’ll likely get an affirmative answer. How does anyone really know for sure?

We are built to perceive and judge. We assess our environment, we listen, we watch. Call it evolution or call it whatever you like, we observe our environment for risk.

We can talk about integrity, trust, or ethics. Much of it comes down to our perception.

Do You Hear What I Hear?

If we listen closely, we hear it all the time:

I’m going to be completely honest…

Being completely honest…

To be honest…

Honestly, I …

I’m not going to lie…

Yet people are choosing to believe or not. They choose to follow and trust their gut.

Their gut or instincts are based on factors of observation.

Is Seeing Believing?

Did they stutter? Are they acting nervous? Was there eye contact? Did their skin tone change? Are they sweating? What was the hand, feet, or body movement?

Not surprising, liars often have similar behaviors to the person who is telling the truth. Both liars and truth tellers may worry about your belief in their communication.

It can be suggested that liars have bad intentions and truthful people have good intentions. We can’t forget the evaluations of the reasoning for honesty.

“Are you planning a party for my birthday?”

“Who ate the last piece of chocolate cake?”

“Who is cooking fish in the microwave?”

Being Honest

We know the difference between truth and lies. We shouldn’t feel guilty or nervous when telling the truth, but we often do.

It is painful to think that we must be better about the way we communicate when we are being honest. It is an unfortunate evolutionary problem. The result of people scanning their environment to assess risk.

We are human. Most of us are not mind minders, fortune tellers, or meteorologists.

Be careful with your gut.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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judging customer service

Judging Customer Service: How Was It?

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There are plenty of judgments going around. People often decide what they will like or what the reaction will be before it even happens. Are people judging customer service?

It might start with the advertisement, the packaging, and the photograph. What is the presentation, does it make sense and will it work? Is it the right fit and does it capture all of the customer needs?

Good Intentions

A funny thing happens with product and services marketing, sometimes customers have a different impression from the intent. In other cases, they become attracted and mistakenly buy a competitors product. It might be ordering a Whopper at McDonald’s, right time, wrong place.

Fresh water anglers might know the elusive muskellunge as the fish of a thousand casts. One angler casts for hours with no fish. The next boat that passes might make it happen in just one throw. Right time, luck, chance, or experience, perhaps more than one applies.

Sometimes all of our intentions are right, but the outcome still might go wrong. People like to be right.

Emotionally Connected

Your packaging, your website, and your social proof might all be part of what generates sales today. The product or service you provide might be judged by thousands of people before a purchase is made. Yelp reviews and Angie’s List, they all matter.

The truth is that in many cases the customer decides right before they click the button, pull out their wallet, or slide their credit card. Most buying decisions involve emotions. Who really needs an expensive car, a Harley Davidson motorcycle, or shoes with red soles? Emotionally connected people, they believe that they do.

Judging Customer Service

Many people live by a self-fulfilling prophecy. Once the judgment has happened and the purchase has been made, the customer doesn’t want to be wrong. The truth is they always want to be right.

Their interests are to experience the expensive car, ride the Harley Davidson, or wear the red-soled shoes. They are connected.

Quality, expectations, and delivery, they all matter. Life doesn’t always feel fair, like it or not your customer service has already been judged.

Accurately or not, on purpose or by mistake, it often takes place right before the decision to buy is made.

Are people judging customer service?

Will you live up to their expectations—should you?


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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What’s Inside?

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What’s inside the mysterious envelope? What’s in the box? What’s behind the shiny paper and colorful bow?


It may not be the curiosity that gets to us, it may be the feeling of value based on the presentation. A social media profile without a picture, a book by its cover, and even a picture without a frame. We often judge based on the presentation.

People who are prepared and packaged sell more than those just loosely hanging around, even when selling isn’t their job.

It is when you get dinner with a white cotton table cloth, a bottle of wine with a cork, and jewelry in a velveteen box. The presentation conditions your judgment.

If people are going to judge you, give them a noteworthy hint.


Photo Credit: Jorge Royan

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