We have all been surprised before, but we never knew what actually happens in our brains when we get this Error Signal of Surprise.
Michael Rousell, is a psychologist who have been studying formative events for over 30 years, and has recently published “The Power of Surprise”. Michael explores how we process surprise, and how it affects our beliefs, emotions, and memories.
I explore with Mike how surprise could be utilized in Customer and Employee Experience, and how we can maximize the impact of those experiences.
ABOUT MICHAEL
Dr. Michael A. Rousell, PhD is a teacher, psychologist, and professor emeritus at Southern Oregon University. Rousell studied life-changing events for over three decades and established his expertise by writing the internationally popular book Sudden Influence: How Spontaneous Events Shape Our Lives (2007).
His pioneering work draws on research from a wide variety of brain sciences that shows when, how, and why we instantly form new beliefs. Michael’s new book “The power of Surprise” examines the rich and complex nuances of the science of surprise and shows us how we can use it strategically to enrich lives.
Summary
In this conversation, Michael Russell and Mahmood Abdur Rahman explore the concept of surprise, its neurological underpinnings, and its implications for customer and employee experiences. They discuss how surprise acts as a neurological error signal that prompts immediate attention and learning, leading to the formation of new beliefs. The discussion also highlights the strategic use of surprise in organizational settings to enhance emotional responses and strengthen relationships with employees and customers.
Takeaways
- Surprise generates neuroplasticity, allowing the brain to form new beliefs.
- Surprise is not an emotion but a neurological alert signal.
- The experience of surprise can lead to significant emotional responses.
- Memories of surprise events often overshadow the beliefs formed from them.
- Strategically crafted surprises can enhance employee recognition and customer experiences.
- Intermittent surprises are more effective than constant ones.
- Surprise can change mindsets and beliefs instantly.
- Surprise bypasses rational thinking, making it a powerful tool in communication.
- The context of a surprise can amplify its emotional impact.
- Using surprise strategically can lead to better organizational culture.
Chapters
00:00 Understanding Surprise: A Neurological Perspective
11:45 The Impact of Surprise on Memory and Belief Formation
15:22 Strategic Use of Surprise in Customer and Employee Experiences
