“Perception is reality”. Over the years I have said this hundreds of times to my children, my clients and employees. Whether talking about customer service, team dynamics or making a first impression, it is critical to constantly consider the assumptions being formed every time you speak or act. Based on their own personal experiences, people often perceive what they expect and create a reality unique to them.

Last week as we were returning from a visit to England, I had a wonderful reminder of how assumptions dictate behaviors. Our seats were in economy and as we ordered wine I presented the flight attendant with a few old 1K drink tickets that were left over from my frequent flying days – not even sure if they would still be accepted with all of the recent changes and charges by the airlines. However, they were taken and our wine promptly delivered.

I don’t know the exact assumptions the flight attendant made, but I do know that from that moment, we began to get business class treatment. It was fascinating to see the abrupt change (and the contrast to the treatment/service of others) as her experiences combined with a bit of new information (the coupons) altered her perception of us and prompted friendlier service. We were not different, but we were suddenly seen in a different light.

A very important lesson to be reminded of is how partial information can often be an instigator of assumptions and misplaced perceptions. This type of experience occurs daily and even hourly in our workplaces and hinged to it is productivity and profitability.

You can take steps to avoid being misunderstood. At home or at work, take time to pause and ask yourself three important questions: What are my intentions with these words or actions? What possible assumptions can be made? What can I do to ensure the gap is minimal between my intention and others’ perceptions?

Chapters and books are written to address the last question about clear communication practices, and I will share more in future posts. If you would like some help with this now, please contact me.