What you see is what you get. Most of the time anyway. Except when it comes to the human mind. A lot of our mental activity is unseen. Out of sight.
This is one reason it's so difficult to understand emotion. It's uncomfortable to think about what we think about. We feel like we aren't getting anything done when we do it. Where to even begin? So much more satisfying when we attend to tangible and familiar tasks on the to-do list and check the box when done.
But avoiding the invisible work of understanding our emotion can lead to blind-spots. Emotional blind-spots occur when our intentions don't match the way we are perceived. And these blind-spots can be costly. What happens when your front-line teams aren't perceived by patients or customers as they intended? What are the costs of blind-spots in your organization?
How many patient or customer touches would improve if your people were aware of their blind-spots and behaved more effectively? How might your resulting outcomes or revenue change?