Studying design has made me a much, much more astute observer of this aspect of business. And I’m working mightily to improve my empathic skills. I’ve dramatically improved my ability to read facial expressions – and I’m trying to be a better, more attentive listener.
Typically, if you reward something, you get more of it. You punish something, you get less of it. And our businesses have been built for the last 150 years very much on that kind of motivational scheme.