Point Lookout: a free weekly publication of Chaco Canyon Consulting
Volume 6, Issue 15;   April 12, 2006: When You Aren't Supposed to Say: III

When You Aren't Supposed to Say: III

by

Most of us have information that's "company confidential," or even more sensitive than that. Sometimes people who want to know what we know try to suspend our ability to think critically. Here are some of their techniques.
Shaking an orange tree

Shaking an orange tree. Photo courtesy U.S. Department of Agriculture.

When we aren't supposed to disclose things we know, and when that information is sensitive, we might encounter people who try to extract it. This is Part III of a little catalog of methods they use. See "When You Aren't Supposed to Say: I," Point Lookout for March 29, 2006, for methods based on special resources, and "When You Aren't Supposed to Say: II," Point Lookout for April 5, 2006, for methods that use misdirection.

To decide whether or not to disclose something to someone, we must determine whether such disclosure is appropriate. Making that judgment requires critical thinking — the ability to reason, to think clearly, and to form valid conclusions or make sound judgments. Here are some methods for eliciting information that rely on suspending the target's ability to think critically.

Shaking the tree
By creating in the target a state of emotional upset, seekers hope to generate out-of-control behavior just to see what falls out. Emotional states that are especially fruitful are anger, fear, and romantic rejection.
Good cop, bad cop
In this method, two seekers pursue the target. One uses pressure and fear, while the other uses a kinder and gentler approach. This method still works, despite its being a well known (and overused) plot device in fiction, film, and television.
Gift-wrapping
Some questions come gift-wrapped: "Let me ask you…," or "Can I get some information about…," or "I'd like to learn about…," or "Let me pick your brain about…," or "You're an expert on X, can you tell me about…" The wrapping is intended to trigger a desire to cooperate.
Immersion
By interfering with
our ability to think
critically, seekers of
information can
sometimes get
what they want
When we're in contact with someone over a long period of time, as on an extended business trip, we tend to become less guarded. Be alert to probing questions that seem unrelated to the tasks at hand. Limit conversation when you're fatigued or stressed.
Authority or command
Sometimes used by those with organizational power, these methods are also available to certification, legal, and enforcement authorities. An example of the latter, from The Firm, by John Grisham (Order from Amazon.com), is "Wayne Tarrance," played by Ed Harris in the film directed by Sydney Pollack (Order from Amazon.com).
Blackmail, bribery, and extortion
Targets of blackmail, bribery, or extortion can experience feelings of extreme helplessness. These methods are favorites of the Firm's enforcer, "Bill DeVasher," played by Wilford Brimley in the film.
Substances and wining-and-dining
Seekers might use alcohol, food, or other substances in what seems to be a social context. In The Firm, "Avery Tolar" (played by Gene Hackman in the film), uses these methods to make "Mitch McDeere" (played by Tom Cruise) vulnerable to the setup involving the prostitute on the beach.

Over the next month, notice these techniques in use at work. You might spot them more easily when they're used on others. Once you become aware of these methods, you'll be less likely to reveal what you ought not. Go to top Top  Next issue: The High Cost of Low Trust: I  Next Issue

303 Secrets of Workplace PoliticsIs every other day a tense, anxious, angry misery as you watch people around you, who couldn't even think their way through a game of Jacks, win at workplace politics and steal the credit and glory for just about everyone's best work including yours? Read 303 Secrets of Workplace Politics, filled with tips and techniques for succeeding in workplace politics. More info

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Related articles

More articles on Effective Communication at Work:

Henry David ThoreauEncourage Truth Telling
Getting to the truth can be a difficult task for managers. People sometimes withhold, spin, or slant reports, especially when the implications are uncomfortable or threatening. A culture that supports truth telling can be an organization's most valuable asset.
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People who habitually interrupt others in meetings must be fairly common, because I'm often asked about what to do about them. And you can find lots of tips on the Web, too. Some tips work well, some generally don't. Here are my thoughts about four more.
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When knowledge-oriented organizations hire remote workers, success is limited by the communications facilities they provide. Remote hires need phones, computers, email, text, video, calendars, and more. Communications infrastructure drives productivity.
Ray Bradbury, author of Fahrenheit 451, in 1975Obscuring Ignorance
Some people are uncomfortable revealing that they have limited understanding of topics related to the issues at hand. They can't allow themselves to ask, "Pardon me, what does X mean?" Here are a few of the techniques they use to obscure their ignorance.

See also Effective Communication at Work and Effective Communication at Work for more related articles.

Forthcoming issues of Point Lookout

The Eisenhower Matrix of Urgency by ImportanceComing January 29: A Framework for Safe Storming
The Storming stage of Tuckman's development sequence for small groups is when the group explores its frustrations and degrees of disagreement about both structure and task. Only by understanding these misalignments is reaching alignment possible. Here is a framework for this exploration. Available here and by RSS on January 29.
People in a conference roomAnd on February 5: On Shaking Things Up
Newcomers to work groups have three tasks: to meet and get to know incumbent group members; to gain their trust; and to learn about the group's task and how to contribute to accomplishing it. General skills are necessary, but specifics are most important. Available here and by RSS on February 5.

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