Almost 20 years ago, I joined McKinsey & Company, a global management consultancy, where I was a communication specialist. My job was guiding our teams on how to communicate hard recommendations to clients (”lay off 4000 workers”) and helping clients figure out how to do their own communication.
About a month into my job, I was invited by one of the firm’s senior partners to attend a team meeting. Agenda: how do we best communicate to the client that the client should buy the “Acme Company”, but not at a price over “X”.
I worked days and nights on this meeting. Covered the angles. Covered my ass. And, when asked my view, I was ready with long answer about how to do it, replete with “On the one hand, we could say this… on the other hand, we could say this…”
Finishing, I beamed. They glared. Suddenly, I was radioactive.
A kind soul (she now runs a global engineering firm) took me aside and gave me this advice: “You were all in favor of option A, but you presented option B because you thought you needed ‘balance’… and now no one believes you. And you offered no facts to back up either stance. In our culture, facts count. Both sides can’t stand you. The only reason you won’t get fired is because you are so new.”
Tough words.
I later learned to love McKinsey precisely because outspokeness backed by facts was appreciated. I learned to feel free to speak up to senior partners and client CEOs, men and women with enormous business experience, when I felt I was right and had the facts to back me. I learned to say, to people who could fire me with a flick of a finger, “That’s the wrong argument, and here’s why…”. As long as I had a competently constructed “why”, I was safe. When I moved on and became an agency manager, I worked hard to inculate the same ideal.
I bring this up because I read so many of the comments and posts by you students. Many are in the “on the one hand… on the other hand” vein: “John raises an important point… on the other hand, you have to consider Sue’s idea….”
That’s often an acceptable tactic in undergrad courses. “On the one hand, and on the other handâ€? is usually born of trying to understand both sides (or the many sides) of an issue. High school teachers and college professors want to see that you can do this (and rightly so!), which is why you all have written countless “Explain the issues of the Civil Warâ€? or “Compare and contrast X & Yâ€? essays.
That gets you an A in college. It gets you an F in business.
While knowing and understanding the arguments of both sides (or all the sides) is important, decision making is about picking one. In working life, two or three fairly good solutions usually exist for any one problem — the bad solutions sift out early. Most people can tell you the merits of each. Good. But leadership is about picking one and being able to say why.
“On the one hand, and on the other handâ€? says, “I have two opinions, and I am really, really trying to figure out which one you like most.” What it makes me ask is “Does she have an opinion? Does he have an argument? Do I want her running my PR? Do I want her in my agency? And can I learn anything from him, since he looks like he will take any position I take?”
The answers? No, no, no, no and no.
Some companies will fire you for saying what you think. Some will fire you for not saying what you think. Which would you rather work for?
The Marcom Blog is a remarkable chance for some of us lucky “pros” to get a head start working with our future colleagues. But there is an implied contract: We say what we believe… you say what you believe. None of this “on the one hand, on the other hand” that will get you an F after graduation.
Deal?
21 comments
9/6/2006 at 3:24 pm
Robert
Thanks, Allan. They need to hear / read this. I appreciate you sharing the story and lessons.
9/6/2006 at 3:35 pm
Andrea Weckerle
I must be suffering from flashbacks because I could swear I’ve read this somewhere before
I agree with the point that being wishy-washy “gets you an A in college [but] gets you an F in business” since it is expertise & counsel that’s being sought. Understanding the strengths and weaknesses of all arguments, as well as all sides to an issue, in foundational in some lines of work (such as in the practive of law), but ultimately one course of action or recommendation based on a set of facts or information has to be made.
I’d add one short point to the post. Say what you believe, but expect to get heavily challenged at times. That’s all part of the process.
9/10/2006 at 5:28 pm
Stephanie
This was an extremely helpful post. This “on the one hand, on the other” thing is something I find myself doing all of the time. I think for students, it is an issue of confidence. We want so badly to give the right suggestion, that we come up with two, in hopes that one will be right. With little experience in the PR world and in the world of blogging, I find myself struggling with my blog comments because I don’t want to say something that might seem less than intelligent. So I end up using the “on the one hand, on the other” technique, in hopes that something I say will be correct. I understand that is unacceptable in the business world. From now on I will strive to develop and focus on one thought or opinion. I will look for substantial facts to back it up and I will defend my position or statement with these facts.
9/10/2006 at 10:06 pm
Rachel Dresher
Hey Allan. This is a very interesting point you raise about being able to make a business decision and stick to it. I can definitely relate to what you said about high school teachers and college professors wanting students to carefully examine both viewpoints and be able to compare and contrast two different sides especially in papers. You are right that being able to properly compare and contrast will earn you good grades. However, once you get into the business world, you have to be confident enough to make a decision, be firm with your stance or side on the topic, and follow through. I think a good sign of a true leader is someone who can make a decision and not worry about what anyone else thinks about their decision. As long as they have substantial evidence to back up their decision, they will be succesful in the business world. If I was an employer, I would much rather have someone who could speak up to me and tell me their true opinion then someone who would just go along with my side of an issue just because they think it would please me.
9/11/2006 at 10:45 am
Elizabeth Wood Rodgers
This post was very helpful like Stephanie says. Allan, you are so right. I feel like we should be reminded of this everyday, but yet we should know this when we graduate from college. When it comes to making decisions, I have a difficult time. I know being in public relations, making decisions should come easy to me. I feel when I graduate and am in the working world, it will be a big transition and I will have to adapt fast. Working with people and in business, you have to look at a problem, come up with a decision, and stick with it knowing you made the right decision. You cannot worry about what if, what if. We are taught to stand for our decisions and have the facts to back it up. I think it was great your fellow employer took you aside and told you what was going on. I think all of us need that sometimes. My goal is to feel better about making decisions and knowing I can make the right one. I will strive to feel more comfortable in an atmosphere where I am working and to let my opinions be known. After all, I am graduating in May. May is coming whether I like it or not and working at a 9-5 job is also. I have the rest of the school year to practice focusing on important decisions and making the right choice.
9/11/2006 at 9:51 pm
Adam Keeshan
I think one of the most important things when dealing with decisions is to let them know exactly how you feel. That is what you have been hired for and if they don’t think you can contribute to meet their expectations then they would have never hired that person. Being president of my fraternity I have to make decisions quickly when something comes up. Now I know my decisions are not going to have a huge impact as if it were a major company, but the final decision still falls in my lap and it’s up to me on how I choose to react. I look back and realize that I have not always made the best choice, but at the time I had to come up with a solution that would rid the problem for good and not just a temporary solution. I have learned that how I choose to fix a problem will be seen by other members of the fraternity and if I am always changing my mind it will be noticed no matter how small or big the problem is. I think it’s great that your co-worker pulled you aside and let you know what was happening because sometimes an outsider’s perspective can really help. Thanks for the post, it’s always nice to have some helpful ideas.
9/12/2006 at 5:06 pm
Allan Jenkins
Hello Stephanie, Rachel, Elizabeth and Adam.
Let me clarify a bit. When making your presentation (”We should follow route A”), it is perfectly OK, and often desirable, to say “And here is why we did not take routes B, C and D.” In that way, you show you have considered all the angles but have picked one that seems most useful.
Stephanie: all of us are smarter than one of us, which is why we write all over each other’s blogs. I write stupid things all the time on my blog and in comments on other people’s blogs. And, sometimes, I write something pretty bright. Lee Hopkins writes nonsense 8 days of the week, but on that 9th day… well… that’s why I read Lee Hopkins. Just write… ideas, musings, rants that don’t work are forgotten the next day… but you’d be surprised how often your stuff will resonate.
Rachel and Elizabeth: the territory can change quite quickly. Yeah, you go with the decision you made, based on the facts at hand, but don’t be afraid — in fact, be willing — to shift when new facts come in. Just communicate. And never be dogmatic. When I was in the Navy, one of my chiefs said, “Stick with the facts, not the assumption.” His point being, of course, that facts are fluid in a rapidly moving situation. And your solution should be, too.
Adam: I was a fraternity president, too. Screwed it up pretty badly, to be honest. But… if you can run a frat house, you can for damn sure make it in a PR agency..
9/13/2006 at 10:12 pm
Wade Cothran
I completely agree with you Allen.
All of my life I have been taught to give two or more explanations and answers. It bugs me now to hear the exact opposite. It’s like growing up as a Jew and then finding Jesus or vice versa.
Of course the decision making process is tough. We all know this. But how do we come to a decision? Especially when there are so many options. Should I go out on a limb and say, “RESEARCH”?
Research is the single most important element when it comes to decision making. If we don’t have a clue as to what the facts are, then how can we even attempt to take a stance, or make sense for that matter.
This sort of reminds me of having a conversation about politics and war with my roommates: “Well, we just need to nuke those commie bastards.” (talking about all natives of Iraq)
Without research, even if you think whole-heartedly your beliefs are correct, you could end up sounding like a moron.
9/14/2006 at 1:05 am
Wade Cothran
I misspelled your name in the previous comment. I now realize it is Allan with an “A” and not Allen with an “E”. I have an uncle Allen (with an “E”). Sorry for the mistake.
9/14/2006 at 10:44 am
Michelle P
This post was very interesting to read. It almost makes me feel better that in the business world people will not accept the 2 option thinking. I feel that it can be so easy to get away with that in college. I know it is important to teach us to think that way so we can understand other people’s sides, but I wish that we were taught more about what is really like out there. I am so glad that we are a part of this social media/blogging phenomenon because it is opening our minds to so many more things that we would never be a part of otherwise. Thank you for helping us out and showing us how things are going to be once we get in the business world.
9/18/2006 at 11:37 am
Rachel S
Wow, tough lesson to learn. I completley understand where you are coming from, and the more I read the more embarrassed I got. I always do the “on the one hand…on the other hand” thought process. I’m ashamed that I feel bad disagreeing with some posts, especially those posts that are from you, the professionals. I think that women especially feel the need to sugar coat their thoughts, especially when they are conflicting with those of a superior. I think that is just part of our culture, and now that it has been brought to my attention I am going to make a conscience effort not to do it. I wish in my upper level PR classes the professors would start to teach us how to communicate in the business world. This is a lesson I will never forget! Thank you!
9/19/2006 at 12:19 pm
Amy
Hi Allan and thanks for your post. The problem that you mention is a very real and annoying one. These days it is pounded into the students’ heads so often that all points should be addressed that they never find a specific point to stick by at all. There should be more of an emphasis on choosing one point of view and sticking to it strongly despite the opposition. It almost seems as if students are being taught to please everyone. In response to your comment that we should be able to tell others that their argument is wrong and give them the reasons why, the courage to stand up to one another in the business world is lacking these days. People are more concerned with keeping their jobs rather than doing their jobs to the best of their ability. It can be compared to a politician concerning himself more with how to be re-elected rather than addressing the current issues right under his nose. The irony is, that addressing those current issues is probably the best way to achieve re-election anyway. The encouragement for students to speak their minds and speak them well is very important today because it is a skill that is quickly declining. The solution is for instructors to remove the fear of offending colleagues from the students and teach them that standing by one point of view in a respectful way gains much more admiration than trying to please everyone by giving many points of view that have little back up.
9/19/2006 at 10:11 pm
Cody
This is a strikingly familiar post from a previous entry, however, the repetition is both appropriate and necessary.
The confidence issue seems to be what feeds this toying of ideas. My belief is that self-assurance stems from knowledge, research, experience and feedback. Confidence in decisions and argument support will grow with increased exposure to professionals and the public relations industry.
You were right on when you said teachers stress the importance of having a multitude of ideas. We’ve been left with the impression that several considerations are more useful than one, so it’s interesting to learn otherwise. Our success may depend on it.
Thank you so much for your contribution. This post provides priceless insight that many have not considered.
9/25/2006 at 9:29 pm
Danielle W.
This blog brings forth a mix of emotions for me! It’s definitely good to be told this now. We are taught throughout high school and college to look at both sides, be timid about taking one side over the other, and to almost fear disagreements with authority. Many students use the “On one hand, on the other” technique in tests, essays, and even when dealing with professors. Basically, we don’t want to tick people off. I think, especially in the south, we are expected to be agreeable. Often, it’s considered rude to disagree. Everyone spends too much time trying to be pleasant to one another.
This approach is completely different. It certainly doesn’t suggest rudeness, or ignorant arguments. However, it does require that we take a stand and decide what we believe is right. Even more important, it requires that we back up what we believe and stick to it. For someone who finds it nearly impossible to make a decision and who almost always experiences cognitive dissonance after every decision, this approach is hard to swallow. Nonetheless I realize that it’s vital to my future. We’re constantly told life in the ‘real world’ is so much different, this blog gives great insight into some detail of that difference.
9/26/2006 at 9:42 am
Sarah
No more “one one hand, on the other hand,” is a valuable concept for undergrad students. But the problem is, why is this just now being pointed out? The purpose of an undergraduate degree is to prepare us for the business world, so why are fresh-off-the-campus graduates still making these mistakes when they begin their first careers?
It is necessary to be familiar with both sides of an issue before choosing an arguement or making a decision, but it is even more important to take a stand and pick a side. If you don’t know which side you’re supporting, then how will anyone have enough faith in your decision to support it?
You must be aware of both arguements or decision choices, but you must know the one you choose. You should be able to explain why you chose this decision, why it is more effective than the other decisions, and then convince everyone else to rally behind you.
Confidence in your decision and a plan to communicate this decision can determine whether you sink or swim during a project.
9/26/2006 at 4:34 pm
Kristina Wilburn
Thank you for the very sound advice, Allan. You are right, college teaches us to see both sides of every issue and gives us the ability to argue each side effectively. Presenting both sides of an argument to your colleagues at a business meeting would be considered desirable, at a college level. Having the confidence to assert the better option in a professional setting differentiates the business world from the college learning environment. Your sound advice will undoubtedly help countless young employees be successful the first time around. Thanks so much.
9/26/2006 at 5:00 pm
Rachel M
Presenting both sides of the arguement is what we were always taught because teachers want to see that you thought about the other option. Business owners probably know that you thought about the other option but they want you to be sure of just one. When making decisions you must do “one on one hand, and one on the other” but in the end you can only decide on one, the best one. A business that hires you wants to see that you learned in college to weigh out the options and pick the best one but they do not necessarily want you to present that to them. This is great advice for when undergrads go off into the big world of business.
9/28/2006 at 6:47 pm
Virginia Tharpe
Allan, you raise an interesting point with your post. In all my years of schooling, I have never once been told by a teacher not to think in the “on one hand, on the other� method. It is respectful to my classmates and helps us to see all points of view, like you mentioned. I agree with your stance on the issue. It annoys me to no end when people are wishy-washy with their points of view. You can listen to other people’s thoughts and feelings on an issue, but when it comes time for you to make a choice, do just that, make a choice. I know I have suffered from this before, but I honestly try to think out all arguments before I get into them, know where I stand, and try my hardest not to back down or turn wishy-washy. Glad to hear that some else shares a pep-peeve with me!
10/1/2006 at 10:06 pm
Kristin Hill
“Some companies will fire you for saying what you think. Some will fire you for not saying what you think. Which would you rather work for?” (Allan Jenkins)
I would choose the company which will allow me to speak my mind and state my opinion.
Once I begin a career in the pr world, I have a fear my voice will be ignored because I will be a recent college graduate. I don’t want my older, and more experienced colleagues to be thinking, “What does she know? She just finished school.”
I have always been taught to say how I feel, and I have tried to live my life by speaking my mind. I do not want to enter the corporate world with my mouth closed.
A company which will encourage discussion is one which I will strive to work for. I feel college graduates can bring many innovative and new ideas to a company, and I hope the firm I work for will promote dialogue.
When it comes to making decisions, I can honestly say I am better now at sticking to one specific point than I was before college. Before college, I was usually torn between two points when I made choices.
This is due to the fact college life and being on my own has taught me about the world around me. Being away from home has forced me to realize the importance of figuring out what I stand for and knowing what I truly believe in.
Also, by serving in leadership roles on campus, I have realized the importance of making up my mind and sticking to my position. People don’t usually follow a leader who is indecisive. If the leader can never make up their mind, then they will have a hard time at convincing others to listen to them. When a leader shows confidence in their words and stands behind their statements, others will listen.
It seems this would translate into the pr world as well. If a pr practitioner is torn and uncertain when presenting ideas to a client, the client will have a hard time trusting the particular pr practitioner and firm. I agree that being indecisive can cause one to fail in the “real world.�
10/9/2006 at 8:43 am
Christi
Thank you, Allan, for the very helpful advice. Unsure of ourselves and what we have to offer in new environments, we often tell ourselves that the best solutions are those that make everyone happy. However, as you pointed out in your own faux pas, neutrality and “safe” answers don’t make anyone happy. Employers want to be reassured that the intelligent, confident person they interviewed is equally so in real life. Confident, assured answers command respect, even from those who don’t necessarily agree, while vacillating, “on the one hand, on the other hand” positions make us look like students. We want to be professionals. Thanks to all of the Marcom contributers for helping us get there.
3/12/2007 at 10:54 am
Allison
I am so glad I read your post before entering the business world. It scares me to think that I will be graduating in a few months and this is the first time I am being taught this perspective. Throughout my academic career, I have always been taught to show both sides of an issue, to the point where I catch myself doing the “on the one hand…on the other hand” in more than just assignments now. We have always been taught that providing both sides of an issue makes your work better and the source more credible. I can see now why in the business world that would be the complete opposite. I want to be the pr practitioner that is educated, yet has a distinct opinion and can support it well. I am going to take these last weeks I have as a student to practice taking a bolder stand on various issues I come across, especially as I continue to blog. Thank you for this post and encouraging us to approach decision making assertively.