Point Positive

Business is about workflow. Communication is usually the vehicle driving workflow. Sometimes information and tasks flow sleek and fast, other times clunky and slow or even backwashed.

Advertisements contain directions like, “Don’t miss the sale.” We also see common phrases like, “Please don’t hesitate to call.” Or “Don’t forget today’s meeting.” The truth is, we are wired to rebel. The fight or flight instinct causes us to immediately resist, especially when we here a negative direction or limitation.

So, if we want people to do something, tell them what TO DO instead of what NOT to do. In whitewater rafting, guides call this “pointing positive.” If someone falls out of a raft, guides will always point where to go. This survival skill uses the fight or flight instinct to avoid confusion. The same concept applies to business communication.

When we tell people what to do, the message is clearer and actually less controlling than a negative direction.

The following examples demonstrate how to change negative direction to pointing positive.

• If expense reports are not completed properly, reimbursement will not be completed on time. (Negative, punitive and demeaning)
• If expense reports are completed properly, reimbursements will be issued on time. (Clear cause and effect, allowing the reader to choose)

• Don’t forget today’s meeting at 2pm. (Implies the reader will forget, de-motivating)
• Remember today’s meeting at 2pm. (Simply and clearly sets the direction)

Benefits of pointing positive:

• Fewer words
• Positive reinforcement
• Clearer communication
• Unhindered workflow

Situations where pointing positive works:

• Ground rules for meetings and trainings
• Task directions
• Job-aids
• New employee orientation