I recently started a new job. I was thrilled to get out of the real estate and mortgage industry and into something I really love and feel passionate about. I’ve been in training since September to learn the ins and outs of my new company, and so I have been observing and asking many questions. Most often, I get answers that are clear and concise. When I recently asked why we process our weekly checklists by hand, the answer I received was, “Because we have always done it that way”. As a trainee, that answer baffles me. In many industries and occupations, it is essential to understand the “why” behind a process. Not only does it assist the new person in learning their job better, it is necessary from an efficiency standpoint. Businesses can’t afford to just keep things at status-quo if there is a more effective and less costly way of achieving the same result.
Mental set is a term in cognitive psychology that refers to problem solving strategies that people establish and then fall back on when searching for solutions. We rely on mental sets to navigate our way through the world. For example: if you are driving down the road and hear a “thump, thump, thump”, your mental set will tell you that the noise is likely from a flat tire. To solve the problem, you refer to your strategies or mental set which includes pulling over to a safe spot on the shoulder, turning on your hazard flashers, getting out the jack, and the spare, etc. Or, it could mean calling AAA for roadside assistance. Either way, your past experience or education created a mental set for solving a flat tire problem.
Let’s say however, that your mental set for changing a tire always included placing the jack under the bumper (like they used to do, before plastic bumpers became the standard). If you place a jack under the bumper of a car today, the bumper will crack and likely break – and you will still have a flat tire since you won’t be able to lift the car to change the tire. With plastic bumpers, your mental set has to change. The car jack needs to be placed under the frame of the car to achieve the desired effect.
Gestalt psychologists studied learning, problem solving and perception. They felt that problem solving in particular involved how people picture the problem in their minds and how those same people would need to change their picture of the problem to come to a solution (Goldstein, 2011). For some people, this is difficult. Change can be difficult for older people that have done things a certain way for a certain amount of time. My grandfather has only ever paid his bills by writing checks and putting them in the remittance envelopes and mailing them to the payee. Even today, he will not consider online bill pay options. His mental set is indelible in his mind and changing that mental set is not an option – believe me, my mother has tried and tried and tried.
Trying to convince people to change their mental set needs to be approached delicately in most instances. While some people welcome new ideas and approaches to problems, I believe most people are defensive of their mental sets. I certainly won’t be making massive changes at my new job right away, but if I am patient and share my new approaches slowly and deliberately, my new way might become “the way we’ve always done things” a few years from now.
Works Cited
Goldstein, E. B. (2011). Cognitive Psychology: Connecting Mind, Research, and Everyday Experience (3rd ed.). Belmont: Wadsworth, Cengage Learning.