THE SCIENCE OF WHEN YOU NEED IN-PERSON COMMUNICATION
In the debate over
whether people should work in the office, or remotely, the in-the-office folks
have one good point. A lot of things happen when we interact face-to-face that
don’t necessarily happen virtually.
Human
beings had little ability to communicate with those who weren’t physically
close to them until the past century, and our brains don’t evolve as rapidly as
technology. Fortunately, understanding the science of what happens when people
interact in person helps us see what’s best done that way, and when virtual
meetings are fine. Here’s what’s going on:
Often, when people meet
face-to-face, they touch each other. This can be ritualized (a handshake) or
just in the course of holding doors, or a business-appropriate touch on the arm
at the end of a meeting. Regardless, touch is a powerful sense. An experiment done by researchers
at the University of Chicago and Harvard found that negotiators who shook hands
were more open and honest, and reached better outcomes. Shaking hands causes
the centers of the brain associated with rewards to activate. You are literally
conveying warmth.
SHAKING HANDS CAUSES THE CENTERS OF THE BRAIN
ASSOCIATED WITH REWARDS TO ACTIVATE.
"That feeling is
something so rare, you cannot communicate it digitally," says René Shimada
Siegel, president and founder of High Tech Connect, a consulting firm. "It’s that kinetic
energy that people can feel." Touch builds trust. That’s why job interviews
and project pitches generally need to be done in person. People who trust each
other work better together, and face-to-face interaction facilitates that.
Video conferencing can produce many of the benefits of face-to-face interaction
(Siegel estimates it at about 80% as effective), "but it still doesn’t
replace someone literally walking in and shaking my hand," she says.
Albert Mehrabian, a major figure in the study of non-verbal
communication, introduced an equation about contradictory feedback in his 1971
book Silent Messages: "Total feeling = 7% verbal feeling + 38% vocal feeling +
55% facial feeling." In other words, "the degree of liking conveyed
by the facial expression will dominate and determine the impact of the total
message." A lot of this is done
unconsciously. People’s pupils dilate when they are happy or excited, and
constrict when they are sad. As you look into someone’s eyes, you absorb this
emotional information and respond. This means face-to-face meetings are best
when you feel someone is being too guarded, and you’d like to know the truth
(e.g., a client isn’t really happy with your team, but doesn’t want to engage
with the conversation). It’s harder to hide reality in person.
Italian neuroscientist Giacomo Rizzolatti (and
colleagues) developed the idea of "mirror neurons"—when you see a person take some action,
your brain fires up the neurons associated with the same action. When your
conversation partner smiles, a part of your brain smiles too. This emotional contagion shouldn’t be
underestimated. If you want to introduce employees to a new program, you can
send them an email or schedule a conference call to give them the details. If
you want them to be as excited as you are about it, on the other hand, you’re
probably better off conveying the excitement in person.
Partly this is just practical: There are social consequences to
looking at your phone when someone is talking with you if she can see you do
it. But also, as all your senses are engaged in noticing things about the other
person, including aspects that wouldn't be picked up by video conference, that
forces your brain to work harder and be more engaged. "A new environment
offers the opportunity to introduce novel experiences and situations to wake up
our brains and open them to see things from a new perspective," say Mary
Beth McEuen and Christine Duffy in a white paper published by The Center for Hospitality
Research at Cornell University (which argued for more investment in business
travel). A face-to-face meeting conveys to the other person that the topic, and
the person, are important (if only because you sacrificed the time necessary to
meet face-to-face).
The more we see someone the more we decide we like him or her.
The person becomes part of our "tribe." One new paper on remote work,
being published this fall in the Academy of Management Discoveries,
found that once the quantity of remote workers in a company reaches a tipping
point, people who still work on-site start finding the office sad and
dispiriting. A good number of people desire the social interaction of having
lots of people around.
All of this can
be taken too far, of course. The fact that people enjoy seeing colleagues
doesn’t mean everyone needs to be in the office five days a week. Working
remotely is often more productive. It’s also a great recruiting and retention
tool for people who desire better work/life balance. The best approach might be
"core hours" when everyone’s there, with flexibility
at other times. That way you can get the advantages of what we know happens
during face-to-face interaction—but still get stuff done too.
No comments:
Post a Comment