Your Customers Aren't Stupid and Your Coworkers Are Not Incompetent
summary
Argues that users and coworkers usually have reasons not stupidity and demonstrates how cognitive biases and skill levels cause miscommunication: shows a four‑day rescue where communication tripled productivity, explains five stages of the Dreyfus model (novice→expert) and cites experts as ~2–5%, names biases like anchoring and the Hawthorne and exposure effects, mentions the J‑curve for learning, and recommends Andy Hunt’s Pragmatic Thinking and Learning plus concrete strategies for difficult conversations.
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chapters (8)
- 0:00Customer and coworker perspectives
- 3:29Assuming incompetence
- 8:56Stereotypes purpose
- 15:21Cognitive biases in decisions
- 22:06Dreyfus skill model
- 32:13Dreyfus in team dynamics
- 36:45Responding to incompetence
- 38:53Debugging your mind
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