Chapter 19 Chapter 18 Resolving Complaints: Listening to Everyone's Inner Voice

Whether it is "flat" management, "goldfish bowl" management, "dolphin" management, or "crisis" management, the common feature is that human resource management workers are required to listen to their voices sincerely.Listening to the voices of employees embodies the company's people-oriented management philosophy, can give full play to the advantages of human resources, stimulate the enthusiasm of employees, and enhance the cohesion of the company. Mayo, a professor of psychology at Harvard University, proposed that if there are people who complain about work in a company, that company or boss must be better than a company or boss that has no such person or has such a person but they bury their complaints in their stomachs. Much more successful.

The Department of Psychology of Harvard University organized a valuable experiment for this purpose. The specific method of the experiment is that the experts have individual talks with the workers, and it is stipulated that during the process of the talks, the experts must patiently listen to the workers' various opinions and dissatisfaction with the factory, and make detailed records.At the same time, experts are not allowed to refute or reprimand workers for their dissatisfaction.The period of this experimental study is two years.Over the past two years, the total number of conversations the researchers had with workers reached more than 20,000.

As a result, they found that in the past two years, the output of the factory has increased significantly.After research, they gave the reason: In this factory, workers have long been dissatisfied with various aspects of it, but there is nowhere to vent. The "talking experiment" made them vent all these dissatisfaction, so they felt comfortable, so their work motivation was high. In Japan, many companies attach great importance to providing channels for employees to vent their emotions.This is the case with Panasonic. In Panasonic, all branch factories have a smoking room, in which there is a mannequin that looks very much like Konosuke Matsushita himself, where workers can beat "him" with a bamboo pole at will to vent their dissatisfaction.When he had had enough and stopped, Konosuke Matsushita's voice would automatically sound from the speaker. This is a poem he himself wrote to the workers:

"This is not an illusion. We were born in one country. We are connected with each other and hold hands. Together, we can seek peace and make Japan prosperous and happy. There are differences in doing things, but remember that the Japanese have only one goal: national prosperity , harmony. From today on, this is no longer an illusion!" Of course, this is not enough.Matsushita said: "The factory owner himself has to work hard, so that every employee feels: our factory owner works really hard, and we should help him!" enthusiasm for work. Grooming is fundamental to managing congestion.People have all kinds of desires, but only a few of them can be fulfilled.For those unfulfilled desires and unsatisfied emotions, we must not suppress them, but let them vent, which is very beneficial to the development of people's body and mind and the improvement of work efficiency.

"Too much complaints can prevent heartbreak, and long-term scenery should be measured." However, it is still not easy for ordinary people to truly achieve this.There are many unsatisfactory things in life, but they cannot be resolved for a while. People need a way to vent their grievances, opinions, and opinions in their work and life, so they can only complain. It's better to speak out than to bury everything in your heart.A Harvard University study showed that men who moderately expressed their anger were half as likely to have a non-fatal heart attack and significantly less likely to have a stroke than men who repressed it.The results of this study tell us that expressing our emotions or pouring out properly is good for our health.

So, what is moderation?How can we achieve moderation?It can be considered from three aspects: (1) The frequency of whining.You can complain once in a while, but you can't complain every time you do something or every time you encounter something.It is an indisputable fact that complaining too much is tiresome. (2) Pay attention to the occasion.Generally, it is more suitable to complain in informal occasions, but don’t complain in formal occasions. If you complain in front of customers or in front of the leader, the result will not be very good. (3) Depends on the object.The object of complaining should be someone who is friendly, familiar and easy-going to you. Such a person can understand your complaint and resonate with you.If you complain to some arrogant and self-centered person, the other party may choke you half to death with a sentence, even if you don't complain.

Enterprises and employees seem to be forever irreconcilable poles, and employee complaints have become a phenomenon that exists in any enterprise.The latest survey of China Human Resources Development Network shows that 34% of employees have more complaints and complaints about their units; employees complain the most about "leadership style" and complain the most; in reality, friends, colleagues and family members who have a good relationship are The main channel for employees to vent their complaints.Don't underestimate the complaints of employees. If they are not handled properly, they may bring great losses to the company.

Even today's best companies cannot make all their employees completely satisfied with the business.As an individual employee, it is very unrealistic to have no complaints about the unit.According to the survey, 34% of the respondents complained more about their units.Among the 12 aspects involved in the survey, employees have the highest complaint index on "leadership style", followed by "salary and benefits", and employees have the lowest complaint index on the unit's "interpersonal relationship". The survey shows that if employees have complaints about their units, they tend to adopt two ways to deal with complaints.One is "try hard to change this state, and try to reduce dissatisfaction or complaints"; the other is "shake the unit, and may consider leaving more and more."Such a result should cause considerable attention to the enterprise.If the company pretends to ignore the complaints of employees and does not take active measures to reduce or transfer the complaints of employees, it is likely to cause the loss of talents of the company due to very small reasons, and the gains outweigh the losses.

In comparison, those born before the 1960s were the least likely to identify with these two processing styles.People of this age need a stable job more, and it is not easy to change jobs.Those born after the 1980s are most likely to choose to leave when they complain about their work units.In addition, people with different education levels react differently to complaints. Those with higher education levels are more inclined to try to change the status quo, while those with lower education levels are more likely to choose to leave.The survey shows that people are most inclined to choose friends in reality as the object of complaints, followed by colleagues with better relationships, and choosing family members as the object of confides ranks third.In comparison, women complain more than men; women tend to vent their complaints to friends and family members, while men tend to vent their complaints to leaders.People born in different ages choose different ways to express their complaints.From the comparison of different ages, people born before the 1960s are the most inclined to hold back their complaints, and if they choose to vent, they are more inclined to confide to their direct leaders, subordinate or higher leaders, or related departments.People born in the 1970s are more inclined to choose real friends to vent their grievances, while the "post-80s" employees are the most irresistible generation.

mark?Twain once said: "Everyone is talking about the weather, but no one will do anything about the weather." Will change, but there is an urge to complain.Employees complain about the company, as they complain about the weather, not because they want to change anything, but because of these little rituals of negativity that bind them together by acknowledging shared experiences and adversities.Repeating innocuous grievances becomes part of a pleasant routine that keeps employees from feeling bad about each other; such complaints can strengthen social ties and create a sense of community.

Letting employees complain has various benefits: First of all, complaints are a "safety piston" to resolve conflicts.On the pressure vessel, there is a safety piston, once the pressure is higher than the withstand force, it will automatically exhaust to prevent explosion.In ideological and political work, using the "safety piston" effect can prevent the dissatisfaction of the masses and avoid the collision and intensification of various contradictions.The author once saw a report about a "complaint party" held by a unit, and thought that giving some people who had difficulties and troubles in their hearts the opportunity to complain and talk about their depression would help to balance their minds and have Helps mental health. Second, complaints are a "warning device" for leaders to understand the emotions of subordinates and the masses.From the perspective of leadership work, complaints reflect a kind of social group mentality, which is the frank expression of the people on social phenomena, expressing certain thoughts and feelings and judgments on the outside world.Since leaders must regard the people's "approval or disapproval, promise or promise, happiness or dissatisfaction, satisfaction or dissatisfaction" of the masses as the fundamental starting point and foothold for doing all work well, they cannot ignore the complaints of the masses.Because this is also an important sentiment, an important sentiment and opinion of the people.Leaders should regard complaints as "warning devices", listen to the sound, carefully consider their meaning, find out the shortcomings in the work, and make corrections if there are any, and encourage them if there are none. Life is often unsatisfactory. Nowadays, the pace of society is accelerating, and people are generally facing increased pressure. Surveys show that the incidence of mental illness in modern society is much higher than before. At this time, as a smart company, it should work hard for employees. Finding a way to vent is not only beneficial to the health of employees, but also related to the future of the company. Just imagine how a dead company can stimulate the creativity of employees? Inspired by Dayu's water control method, Yu's father used blockage to control water. Where there is a gap in the river, it will be blocked, and where the water flows turbulently, it will be blocked.But it has been treated for many years without success.When Yu controlled the water, he used dredging methods to divert the water to the sea by digging deep ditches and unblocking the river. As long as the river is deep enough, the water will naturally flow in the river without flooding.After many years, finally succeeded. The same is true for management, which should reflect the principle of grooming.This reason is simple and easy to understand.But what is not actually reflected?I think it is too superficial understanding of management.What principles of grooming are not reflected?Internet access is prohibited, mobile phones are prohibited, meals are prohibited, chatting is prohibited during working hours, late arrivals, early departures, waiting for punch cards in advance, smoking, etc. are prohibited. Employees' work enthusiasm is poor, and negative behaviors are common, which is definitely a management problem.Through humanized management and appropriate incentives, employees' work enthusiasm can be greatly improved. In many companies with high management levels, employees simply don't have much time to do things that have nothing to do with work. The behavior of chatting and waiting to clock in before get off work is not serious enough to require such management. Even in the absence of overtime pay, it is not uncommon for people to work overtime until late at night in order to better complete their work.Just like water control, you can't get anywhere if you block it. Take smoking ban as an example: In order to avoid fire accidents, the company controls from the root cause, and smoking is one of the root causes, so it is necessary to manage it.It is also beneficial to the majority of employees.But there are two ways: dredging and blocking.The method of diversion is to establish a special smoking area and carry out key control; the method of blockage is to ban it completely. And companies believe a blanket ban would be most effective.Theoretically speaking, a comprehensive ban can reduce the fire accidents caused by smoking to zero.But this starting point is not based on respecting the laws of human nature (people have needs, reasonable needs should be met, unreasonable needs should be guided, etc.), and respect for facts (the needs of employees cannot be replaced for the time being) .The result is that when employees smoke, they go where there are few people (the weak point of supervision), such as: under the coating, behind the oven, etc. in the corner of the workshop. "After blocking, the water still flows everywhere."The way to divert is to establish a special smoking area. For cost considerations, the toilet can be used as a smoking area.People are kind by nature, and they don’t want to cause fires due to their own smoking. They will also consciously pay attention to their behavior and take the initiative to smoke in designated smoking areas. This will reduce the difficulty of control, and only need to supervise the smoking areas. Everyone will have dissatisfaction, and when there is dissatisfaction, they will "complain", so that they can relax psychologically. "Complaints" are not terrible, but if a supervisor does not analyze the reasons behind the "complaints" and resolve them in a timely manner, the grievances of subordinates will accumulate from small to large.And that dissatisfaction can easily spread through organizations like the plague.Once other subordinates are infected, a big turmoil is inevitable.At this time, you have no chance to solve it. Enterprises need mutual recognition, cooperation and trust among employees.People who work together may not be in the same office, but they must work together to form an effectively functioning organization.The estrangement, suspicion, suspicion and conflict between people will not only hinder the full play of individual ability, but also damage the generation of group performance.To avoid these, it is necessary to establish an effective communication channel to motivate employees' work enthusiasm, understand their needs and emotions, and effectively guide and guide them.In this way, it is possible to truly maximize the profit of the enterprise. Grasping the ideological dynamics of employees is the principle of persevering. In grasping the ideological dynamics of employees, first, we must grasp the thoughts of different periods and find out the details.For example, in sensitive situations such as organizational adjustments, salary adjustments, and bonus distributions, the key issues and key objects of ideological work should be determined, and the guidance work should be done in a targeted manner.Second, we must pay close attention to various channels of contact and understanding.The thoughts and emotions of employees are often exposed in the communication of various social relations. We should try our best to be familiar with the situation of employees' families, relatives and friends, fellow villagers, classmates, etc., as well as their mutual connections and influences.Third, we must seize all kinds of signs and carefully observe and analyze them.According to different superficial phenomena, conduct a side analysis of the employee's ideological situation.To see potential problems from the symptoms, to analyze the abnormal motivation from the "normal" performance. Employees' complaints are sometimes more like an undercurrent under the calm management of the company. If this undercurrent keeps surging and cannot be channeled, as soon as the opportunity is ripe, it will cause violent waves on the lake.Because when the dissatisfaction of employees starts to accumulate, they will fall into a very negative state of mind. Even if they do not choose to leave, their work efficiency will be reduced due to depression, and their loyalty to the enterprise will also decrease accordingly.What's more, these effects can be transmitted to other people.Therefore, an excellent manager should learn to channel the dissatisfaction of the shop assistants in a timely manner.In the daily management of the company, the commonly used method of dispelling complaints is the "open door policy", that is, the manager seriously expresses his position to the staff: accept the complaints of the employees at any time, and try their best to solve them.This method makes it easier for employees to feel the sincerity of the manager, thus making the other party more loyal to the company.In terms of timeliness, if you are not free for a while, you must also make an appointment to have a frank conversation with those employees who are full of complaints, so as to control their personal emotions from spreading to the entire team. Grooming is a systematic project as well as an art of leadership.I remember that Chairman Mao's complaints about Liu Yazi used the method of persuasion.He said in his poem: "Too much complaints can prevent heartbreak, and long-term scenery should be measured." The first sentence points out the harm, and the second sentence points out the direction.We should learn the art of leaders using various forms of channeling to defuse complaints. Through grooming, employees can vent their dissatisfaction and increase their loyalty.The success of an enterprise is not enough to rely solely on the external quality of employees and the brand of products. The loyalty of the overall staff is like an invisible hand that affects the performance of the company.Through various forms of communication methods, such as manager reception day, manager mailbox, etc., the company adopts reasonable suggestions from employees, listens to employees' sincere opinions, makes management more humane and rational, and allows employees to see hope, sense of responsibility and sense of mission. It will arise spontaneously, and this feeling will continue to increase with the healthy development of communication. Jack Welch, the former CEO of General Electric Group, known as "the world's number one CEO", once said: "Let employees express their dissatisfaction." Although this sentence sounds simple, it is actually It contains a profound way of operation and management, and it has a very practical guiding significance for every enterprise. No matter what kind of company, it is impossible to do all the work perfectly and without leaking. There are always some things that are handled unfairly and inappropriately. Feelings of confusion or dissatisfaction.If there is no platform for employees to smoothly feedback their personal opinions and suggestions, and there is no channel for effectively explaining the company's internal decision-making, management motivation, purpose, and methods, the dissatisfaction and resentment of employees will accumulate more and more. The accumulation is getting heavier and heavier until the serious management crisis occurs in the enterprise.Therefore, "letting employees express their dissatisfaction" is a very sensible and effective way to resolve employee conflicts and improve the company's situation. The whining effect comes from a valuable experiment organized by the Department of Psychology of Harvard University.On the outskirts of Chicago, there was a factory that made telephone switches.In this factory, all kinds of living and entertainment facilities are complete, and social insurance, pensions and other aspects are also done quite well.But what puzzled the factory manager was that the production enthusiasm of the workers was not high, and the product sales were mediocre.To find out why, he sent a request for help to Harvard's psychology department.Under the leadership of Professor Mayo, the Department of Psychology of Harvard University sent an expert group to investigate this matter.After investigation, it was found that the lighting conditions, rest time, and wages that the manufacturer originally assumed would have a great impact on the factory's production efficiency had little correlation with work efficiency. Conscientiousness is more closely related to work efficiency. In this series of experimental studies they conducted, there was a "talking experiment".The specific method is that the experts have individual talks with the workers, and it is stipulated that during the process of the talks, the experts must patiently listen to the workers' various opinions and dissatisfaction with the factory, and make detailed records.At the same time, experts are not allowed to refute or reprimand workers for their dissatisfaction.The period of this experimental study is two years.Over the past two years, the total number of conversations the researchers had with workers reached more than 20,000. As a result, they found that in the past two years, the output of the factory has increased significantly.After research, they gave the reason: In this factory, workers have long been dissatisfied with various aspects of it, but there is nowhere to vent. The "talking experiment" made them vent all these dissatisfaction, so they felt comfortable, so their work enthusiasm was high.This is the whining effect.Because the name of this factory is Hawthorne, people also call this phenomenon the "Hawthorne effect".It tells us that people have all kinds of desires, but few of them can really be fulfilled.For those unfulfilled desires and unsatisfied emotions, we must not suppress them, but let them vent, which is very beneficial to the development of people's body and mind and the improvement of work efficiency. In Japan, many companies attach great importance to providing channels for employees to vent their emotions.This is the case with Panasonic.In Panasonic, all branch factories have a smoking room, in which there is a mannequin that looks very much like Konosuke Matsushita himself, where workers can beat "him" with a bamboo pole at will to vent their dissatisfaction.When he had had enough and stopped, Konosuke Matsushita’s voice would automatically sound from the speaker. This is a poem he himself wrote to the workers: “This is not an illusion. We were born in the same country, with the same heart, and we can hold hands together. To seek peace and make Japan prosperous and happy. There are differences in what to do, but remember that the Japanese have only one goal: national prosperity and harmony. From now on, this is no longer an illusion.” Of course, this is not enough, Matsushita said: "The factory owner himself has to work hard, so that every employee feels: our factory owner works really hard, and we should help him!" enthusiasm for work. This practice of Japanese companies has been used for reference by companies in many countries around the world.In some companies in the United States, there is a system called Hop Day (vent day).It is to set aside a day every month to vent dissatisfaction with employees.On this day, employees can express their feelings to colleagues and superiors in the company. Joking and contradicting are all allowed, and leaders are not allowed to vent their anger on others.This form allows subordinates to vent their pent-up dissatisfaction, which greatly relieves their work pressure and improves work efficiency. Hop Day provides a form of better communication opportunities for everyone and plays a role in adjusting the atmosphere.Therefore, the complaint effect is essentially a communication effect, but this kind of communication occurs more when employees feel frustrated. Pat Bupner, general manager of a childcare center in Green Bay, Wisconsin, asks his 22 employees out for pizza every other month.Spend an hour at mealtimes for employees to chime in with each other, or offer their views on management issues.They vent their complaints first, which may be "you didn't return the thing you borrowed from me last time", or "you panic when something happens to you", etc.This is followed by an additional hour of positive insights and suggestions for improvement on emerging issues.This "official catharsis rally" is cheap and effective. Being able to turn a negative vent into an active offer of advice shows the superiority of the American manager.Of course, whether it is venting or making suggestions, the essence is communication.As long as the channel is unobstructed, good results can be achieved. "Let employees express their dissatisfaction" is actually a kind of communication.Through this kind of communication, the "convection" of internal management information can be realized.On the one hand, listening to the voices, opinions and suggestions from the heart of the employees will facilitate the decision-making and management of the company to discover and change unreasonable management measures, and then formulate a more scientific and reasonable system to improve the management level and enable the company to follow a healthy path. direction of rapid development.On the other hand, after receiving accurate and reasonable responses from the decision-making and management levels of the enterprise, employees' worries, suspicions, misunderstandings, and resentment will disappear, and they will feel happy and motivated when working, and put more energy into their work. Innovate production technology and improve work efficiency, thereby greatly enhancing the strength and competitiveness of enterprises. Of course, "letting employees express their dissatisfaction" is easier said than done.First of all, business managers need to be sincere and able to listen to different opinions and even criticisms from the grassroots; secondly, business managers need to take the initiative to make some necessary concessions, instead of going through formalities and putting on airs.In fact, the form is secondary, the important thing is to let the employees deeply feel that they are concerned and respected by the leaders, at least, they are also treated as people with feelings and thoughts , rather than a production tool that can only work mechanically. As an office worker, everyone has unpleasant things in their hearts, and everyone will complain.Here are 13 principles for leaders in handling employee complaints: 1.don't ignore Don't think that if you ignore a dilemma that arises, it will go away on its own.Don't think that if you flatter your employee, he will forget about his dissatisfaction and live happily ever after.That's not the case.Unresolved dissatisfaction will continue to heat up in the hearts of employees to boiling point.He will whine to his friends and colleagues, who may agree with him.That's when you run into trouble -- you ignore a small problem, only to let it escalate into a big one. 2.witty and sophisticated Don't dismiss employees with (possibly well-intentioned) suggestions so they have no reason to complain. 3.admit mistakes Remove the conditions for complaining, admit your mistakes, and make an apology. 4.don't laugh Don't laugh off complaints, and subordinates can turn from complaining to resentful, turning an angry employee into a rage. 5.take seriously Never dismiss it with a "what's the matter" attitude, even if you think there is no reason to complain, but the employee thinks there is.If the employee thinks it's so important that it deserves your attention, then you should address it as an important issue. 6.listen carefully Listening carefully to an employee's complaint not only shows that you respect the employee, but also makes it possible for you to discover what exactly is irritating him.For example: A typist may complain that his typewriter is not good, when his real complaint is that the filer interrupts him and makes him make frequent mistakes.Therefore, listen carefully to what people say, and listen to the implication. 7.don't get angry When you're upset, you lose control.You cannot think clearly.You may react rashly.So stay calm, and if you feel like you're going to lose your temper, put off the conversation for a while. 8.grasp the facts Even though you may feel pressure to make a quick decision, you must Respond to complaints after sub-investigation.Get the facts—all the facts, know the facts before you make a decision.Only then can a perfect decision be made.Make a quick decision and regret it later.Remember, small complaints combined with your hasty decisions can turn into big conflicts. 9.don't go around in circles When you answer a complaint, get to the heart of the matter and answer the complaint head-on.Don't bypass issues to avoid unpleasantness.Be specific and unambiguous in your answer.By doing this, the true meaning of your words will not be misunderstood. 10.explain the reason Whether you agree with the employee or not, explain why you took that position.If you can't explain it, it's best to think again before you make a decision. 11.express trust Not all responses are favorable to employees.Answer "yes" and you won't get into trouble. Answer "no" and you need to use your management skills to get employees to understand and accept your decision in a good mood.After you've explained your decision to them, you should express confidence that they will accept it.Try to make them understand why you made that decision, and get them to agree to give it a try. 12.impartial Get the facts, weigh them, and make an unbiased and impartial decision.Find out the employee's perspective before making a decision.If you have a real understanding of complaints, maybe you can make a decision to support the employee.When you need to change your opinion based on the facts, don't hesitate, don't bargain, and be straightforward. 13.open the door Don't be afraid to listen to complaints. "Small holes don't mend, big holes suffer." This sentence is perfectly appropriate to stop complaints at the budding stage.Always keep the door open and allow employees to always find you. Pygmalion is the king of Cyprus in ancient Greek mythology. He fell in love with a statue of a girl he sculpted, and sincerely hoped that his love would be accepted. This kind of sincere love and sincere expectation moved Aphrodite, the god of love. Dite, Aphrodite gave life to the statue, and the statue became a beautiful maiden and married Pygmalion. Although this is just a myth, in real life, it is not uncommon for "statues" to become "beautiful girls" due to expectations.This is the Pygmalion effect, referring to: earnest expectations will always be realized.Positive expectations make people develop in a good direction, while negative expectations make people develop in a bad direction. American psychologists have done such an experiment: Researchers provided a list of students to a school and told the school that they had found through a test that there were several gifted students in the school, but they had not yet shown themselves in their studies.In fact, these are a few people randomly selected from the student list. Interestingly, however, these students did perform significantly better than other students in tests at the end of the school year.The researchers believe that this is due to the impact of teachers' expectations. Because the teacher thinks that the student is a genius, he places greater expectations on him, gives him more attention in class, and conveys the message "you are excellent" to him in various ways. The student feels the teacher's attention, and thus develops An incentive to work harder while studying, leading to good grades. Research on juvenile delinquency shows that one of the reasons many children become juvenile delinquents is the influence of bad expectations.They were labeled as "bad boys" because of the mistakes they made occasionally when they were young. This negative expectation guides the children and makes them believe more and more that they are "bad boys" and eventually lead to the abyss of crime. . Before Guan Zhong became the prime minister of Qi State, he was responsible for escorting the prisoners. However, unlike other escort officers, Guan Zhong did not personally escort the prisoners, but let them arrange the itinerary according to their own preferences. OK.The prisoners felt that this was Guan Zhong's trust and respect for them, so none of them escaped halfway, and all arrived at the predetermined place as scheduled.This shows how much positive expectations have an impact on human behavior. In modern enterprises, the Pygmalion effect not only conveys the trust and expectations of managers for employees, but is also more applicable to the cultivation of team spirit.Even in survival-of-the-survival competitive work teams, where many employees are used to going it alone, we can still find the Pygmalion effect to be the most effective panacea.Bauer, the founder of McKinsey & Company, noted: Leaders have three responsibilities: to give employees confidence and self-esteem so they can feel good about themselves; to maintain their spirit and morale; and to help employees understand their responsibilities so they can grow and develop as individuals. An excellent entrepreneur must not only be a good leader, but more importantly, be a good teacher and teach others well.Helping employees build self-confidence, giving people courage, and teaching people to be self-reliant is a kind deed with infinite merit and the true meaning of teaching people.Teaching people requires not only tirelessness, but also good intentions. We must educate employees to believe that "I am born with talents and will be useful." There was a young employee newly recruited by a company who couldn’t do well in compiling computer programs. He lost confidence and was about to resign from the general manager. The general manager kindly encouraged him to be able to do well, so that Impressed and boosted in self-confidence, the young man quickly completed the task.Now, this young man has become the backbone of the enterprise.Through this incident, the general manager of this company said: "My personal goal in life is to live happily, so I also want to pass on happiness to others. I gave this young man recognition, and he gained happiness and Being able to influence his life for the rest of his life makes me happier." People usually use this sentence to vividly illustrate the Pygmalion effect: "If you say you can do it, you can do it; if you say you can't do it, you can't." expect.