Approaching the airport the driver announced that the bus would stop at all terminals. He did this in both Swedish and English.
Straight after the announcement, and coming up to the first terminal stop, the chap in front of me reached up and pressed the "next stop" button. Hhmm. Got me thinking:
Did he not understand Swedish or English?I don't know, but I got curious as this is behaviour I can sometimes identify in my daily work. A message is transmitted (sometimes several times - both written & verbally). However, the expected change doesn't necessarily occur.
Did he understand the language but not the message?
Did he understand the message but have an ingrained/reflex reaction?
A typical example might be a change in a routine. After doing X and before doing Y we should now do ...
But the message about the change doesn't always sink in. Why?
I suspect that the changes don't happen when there is a small tweak in a routine, process or activity. It's a case of someone not really listening or paying attention.
So, if it's a small change -> get the attention first. A big change from a standard practice or routine will probably get the attention anyway - but don't take it for granted!
Similar experience anyone?