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Systematizing the “Art” of Human Relations

Posted on 01. Sep, 2009 by bradsemp in Brad's B.S.

People will often argue that some things simply “defy” systematization. They usually argue that matters relating to human interaction are not well served by systems because there are so many variables that no structured approach can foresee.

They have a point. I’d hate to say that I really believe that matters of the heart could ever be (or should ever be) reduced to a flowchart. I understand what they mean when they claim that interpersonal communication with its unpredictable linkages, streams of consciousness and uncontrollable variables isn’t a good place for a system.

However, the fact that they have a point doesn’t mean I think they’re right.

There is room for systematization in interpersonal communication. Sales are a perfect example.

People think of good salesmanship as an art form. It’s a uniquely human skill that we can’t honestly pinpoint or accurately measure. There’s a certain personality-driven component to salesmanship that it can often seem just shy of being magical.

Nonetheless, salespeople benefit GREATLY by operating from a system. The research consistently demonstrates that sales staffs working with a structured approach to making and closing deals outperform the “mavericks” who are trying to make things happen with good interpersonal skills and that “sixth sense” the best sellers always seem to have.

The critics are right to point out the silliness of trying to tightly organize all potential communication into a structured process. Anyone who’s ever had an unrewarding conversation with a telemarketer or a tech support person who’s working from a diagrammed script can attest to that.

There is room, however, for systems that emphasize a certain series of steps in a more general sense; leaving the practitioners of the “art of sales” enough to do their own thing without wandering too far off the best overall technique.

That’s how systematizing works in sales and it’s how it can work in other parts of business and life that revolve around interpersonal communication. Establishing systems for these interactions isn’t an effort at creating predictable robots that lose their human element. It’s about giving full-fledged and talented people the space to be themselves while keeping them pointed in the right direction.

If you’ve been hesitant to do more the systems in your life because you feel that it just isn’t a good match with your “shake their hands and look ‘em in the eyes” business, think again. There’s room for beautiful, personal conversation and interaction in the right system.

Tags: Brad Semp, business process automation, business process mapping, document workflow, Process Mapping, process workflow, systems