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Video of How Painting in Broad Strokes Can Undermine Good Decisions in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 68 free certified online
http://www.doncrawley.com umans have a need to categorize. It serves us well in terms of organizing our world. We know where to find items because we use categories to group, say, pencils and pens together in the same location.
Other times, however, categories can cause problems. The best example that comes to my mind is when we try to categorize our fellow humans. It’s paradoxical how we sometimes make decisions based on a single data point, such as when buying a car based solely on one friend’s experience with a similar car, and other times paint in very broad strokes such as lumping all blond haired people in a single category. In fact, a wise person will do the exact opposite. He or she will look at many data points when considering a major purchase, while evaluating a person based on their individual traits.