Sardinia- Annual Event-

The Neuropsychology of the Mystery Shopping

What influences you when evaluating others and places

byDavid Camps

• ¿What does not influence us?

• - A continous stream of information, both consciously and unconsciously is

influencing us

And the question should be…

What If I …

• Professional Experience• 2006-Director, Sage Center for Study of

Mind, University of California, Santa Barbara

• 2005-2006 President, American Psychological Society 2002-2004 Dean of the Faculty; Dartmouth College

• 1996-David T. McLaughlin Distinguished Professor (2004, title changed to David T. McLaughlin Distinguished University Professor); Director, Center for Cognitive Neuroscience; Dartmouth College 1993-Founder, Cognitive Neuroscience Society 1992-1996Director, Center for Neuroscience; Professor of Neurology and of Psychology; University of California at

Davis (Overscale)

Important Lesson

• Words are never words alone, images are never images alone, music is never music alone,…

• We always add meaning/traits/associations to the world .

• Reality it´s a subjective experience even our memories.

The big conscious picture• Theory of mind –

David Premack & Woodruff, 1978

¿What we look for?

• Social Warm • Harry harlow experiment- Cloth

mother vs wired mother• http://www.youtube.com/watch?v=E2M6XBJEEFQ&feature=related

Fooled by our senses

• Vision : The shepard table visual illusion• http://www.michaelbach.de/ot/sze_shepardTables/index.html• Attention : Attentional Blindness concept• http://www.youtube.com/watch?v=IGQmdoK_ZfY• Sound : The shepard tone

http://www.youtube.com/watch?v=ugriWSmRxcM

• And sensory combinations : The McGurk effect

• http://www.youtube.com/watch?v=G-lN8vWm3m0&feature=related

The must have resource…• “Anyone can become angry - that is easy, but to be angry with the right person at the right time, and for

the right purpose and in the right way - that is not within everyone's power and that is not easy.”- Aristoteles

• A Brief History of Emotional Intelligence

• 1930s – Edward Thorndike describes the concept of "social intelligence" as the ability to get along with other people.

• 1940s – David Wechsler suggests that affective components of intelligence may be essential to success in life.

• 1950s – Humanistic psychologists such as Abraham Maslow describe how people can build emotional strength.

• 1975 - Howard Gardner publishes The Shattered Mind, which introduces the concept of multiple intelligences.

• 1985 - Wayne Payne introduces the term emotional intelligence in his doctoral dissertation entitled “A study of emotion: developing emotional intelligence; self-integration; relating to fear, pain and desire (theory, structure of reality, problem-solving, contraction/expansion, tuning in/coming out/letting go).”

• 1995 - The concept of emotional intelligence is popularized after publication of psychologist and New York Times science writer Daniel Goleman’s book Emotional Intelligence: Why It Can Matter More Than IQ.

Reading emotions…

• The fake smile test• http://www.bbc.co.uk/science/humanbody/mind/surveys/smiles/• Microexpressions samples

http://www.youtube.com/watch?v=u8LJAeg9YJ4&feature=related

Mind Habits

• The 16 Habits of Mind identified by Costa and Kallick include: • Persisting • Thinking and communicating with clarity and precision • Managing impulsivity • Gathering data through all senses • Listening with understanding and empathy • Creating, imagining, innovating • Thinking flexibly • Responding with wonderment and awe • Thinking about thinking (metacognition) • Taking responsible risks • Striving for accuracy • Finding humor • Questioning and posing problems • Thinking interdependently • Applying past knowledge to new situations • Remaining open to continuous learning

Cognitive Distorsions – David Burns

• All-or-nothing thinking – Thinking of things in absolute terms, like “always”, “every” or “never”. Few aspects of human behavior are so absolute.

• Overgeneralization – Taking isolated cases and using them to make wide generalizations. • Mental filter – Focusing exclusively on certain, usually negative or upsetting, aspects of

something while ignoring the rest, like a tiny imperfection in a piece of clothing. • Disqualifying the positive – Continually “shooting down” positive experiences for arbitrary,

ad hoc reasons. • Jumping to conclusions – Assuming something negative where there is no evidence to

support it. Two specific subtypes are also identified:a. Mind reading – Assuming the intentions of others.b. Fortune telling – Predicting how things will turn before they happen.

• Magnification and Minimization – Inappropriately understating or exaggerating the way people or situations truly are. Often the positive characteristics of other people are exaggerated and negative characteristics are understated. There is one subtype of magnification: Catastrophizing – Focusing on the worst possible outcome, however unlikely, or thinking that a situation is unbearable or impossible when it is really just uncomfortable.

• Emotional reasoning – Making decisions and arguments based on how you feel rather than objective reality.

• Making should statements – Concentrating on what you think “should” or ought to be rather than the actual situation you are faced with, or having rigid rules which you think should always apply no matter what the circumstances are.

• Labeling – Explaining behaviors or events, merely by naming them; related to overgeneralization. Rather than describing the specific behavior, you assign a label to someone or yourself that puts them in absolute and unalterable terms.

• Personalization (or attribution) – Assuming you or others directly caused things when that may not have been the case. When applied to others, blame is an example.

The nuns Case Study

• http://www.youtube.com/watch?v=nw2lafKIEio• Let´s put it simple now, lets figure out, the

influence that a positive thinking plays in your daily life and work, compared to a negative thinking style. This impact also could surpass and go beyond the emotional, or behavioural states, to reach even your biology, your health.

Tools for “untwisting” your thinking

• B.R.E.A.T.H.E Acronym by Dr. Margaret Chesney

• Be in the moment• Realist -- set realistic goals• Each day -- notice positives• Acts of kindness for others• Turn negatives around -- find the silver lining• Honor your strengths• End the day with gratitude

Unconscious Influencers

• The big picture : Dr. John A. Bargh

Important Lesson

• The unconscious approach is no longer treated as something magical, and can be treated as theorically as the conscious processes.

¿Who´s in charge?

• Libet Experiment revisited :

• http://www.youtube.com/watch?v=IQ4nwTTmcgs

• John Dylan Haynes experiments :

• http://www.youtube.com/watch?feature=player_detailpage&v=-i3AiOS4nCE#t=123s

Back to the conscious world…

• Unconscious imitation precedes any cognition, in the development of a human being

• Neonate imitation • http://www.youtube.com/watch?v=k2YdkQ1G5QI• Still Face Experiment,Dr. Edward Tronick• http://www.youtube.com/watch?v=apzXGEbZht0&feature=related

Socials from the womb

• Paul Bloom

• http://www.youtube.com/watch?v=WABzcRMQ4h8

• Mirror Neurons- Neural correlates of Empathy

• http://www.youtube.com/watch?v=rPVNAESOWSo

Priming Effects

• Ash experiment- Social Conformation-

• http://www.youtube.com/watch?v=iRh5qy09nNw

• Primer explanation and examples, by Malcom Gladwell

• http://www.youtube.com/watch?v=Z_mVFPCaQJY

Heuristics and biases

• Availability Heuristic explained

• http://www.youtube.com/watch?v=2_wkv1Gx2vM

• Representativeness Heuristic example• http://www.youtube.com/watch?v=Kcg53k7k7dI

• Peak End theory by Dr. Kahneman explained

• http://www.youtube.com/watch?v=YA6nciKpqiE• Predictably Irrationality by Dan Arielly

• http://www.youtube.com/watch?v=MZ5baAOrxXY

Thanks….

• David Camps

• Twitter : @DavidCamps• Email : davidcampspons@yahoo.es

dcamps@client-experience.com