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COVID decisionmaking is too often what I call "decision hot potato" with my events teams. That is, no one wants to be responsible for saying "no, you can't," so everyone is saying something like "you CAN, but stop to think if you SHOULD, we really HOPE you won't, but make the 1/5
best decision for you." This seems on face to be really sensitive and cool. It appeals to our lefty sense of empathy and everyone's unique circumstances. Those messages test super well because people don't like to be told what to do. But they're not effective messages. They 2/5
are confusing. When people don't hear no, all they hear is yes. When people hear a bunch of *reasons* they instinctively start to want to argue and build a case. I give my staff the following formulation, "I can appreciate you want [x]; here is what we are able to do - [y]." 3/5
And you just keep repeating it. "I can appreciate the importance of fall sports to your family; we are only able to allow a spring season this year. Would you like to enroll?" That's it. "I can appreciate you would like bars to be fully open. Right now, I can offer limited 4/5
capacity outdoor seating. Would you like a table?" I'm telling you, this is the magic. There is nothing to argue about, only the prescribed option and the *choice* to take it or not. 5/5
