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Sardinia- Annual Event-The Neuropsychology of the Mystery            Shopping    What influences you when   evaluating oth...
And the question should be…• ¿What does not influence us?• - A continous stream of information, both      consciously and ...
What If I …• Professional Experience•    2006-Director, Sage Center for Study of    Mind, University of California, Santa ...
Important Lesson• Words are never words alone, images are  never images alone, music is never music  alone,…• We always ad...
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=E2...
Fooled by our senses• Vision : The shepard table visual illusion• http://www.michaelbach.de/ot/sze_shepardTables/index.htm...
The must have resource…•   “Anyone can become angry - that is easy, but to be angry with the right person at the right tim...
Reading emotions…• The fake smile test• http://www.bbc.co.uk/science/humanbody/mind/surveys/smile• Microexpressions sample...
Mind Habits•   The 16 Habits of Mind identified by Costa and Kallick include:•   Persisting•   Thinking and communicating ...
Cognitive Distorsions – David Burns•    All-or-nothing thinking – Thinking of things in absolute terms, like “always”, “ev...
The nuns Case Study• http://www.youtube.com/watch?v=nw2lafKIEio• Let´s put it simple now, lets figure out, the  influence ...
Tools for “untwisting” your thinking• B.R.E.A.T.H.E Acronym by Dr. Margaret  Chesney• Be in the moment• Realist -- set rea...
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 ...
¿Who´s in charge?• Libet Experiment revisited :• http://www.youtube.com/watch?v=IQ4nwTTmc• John Dylan Haynes experiments :...
Back to the conscious world…• Unconscious imitation precedes any  cognition, in the development of a human  being• Neonate...
Socials from the womb• Paul Bloom• http://www.youtube.com/watch?v=WABzcRMQ• Mirror Neurons- Neural correlates of  Empathy•...
Priming Effects• Ash experiment- Social Conformation-• http://www.youtube.com/watch?v=iRh5qy09nN• Primer explanation and e...
Heuristics and biases•   Availability Heuristic explained•   http://www.youtube.com/watch?v=2_wkv1Gx2•   Representativenes...
• Peak End theory by Dr. Kahneman  explained• http://www.youtube.com/watch?v=YA6nciKpqi• Predictably Irrationality by Dan ...
Thanks….• David Camps• Twitter : @DavidCamps• Email : davidcampspons@yahoo.es        dcamps@client-experience.com
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The neuropsychology of the mystery shopping

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Talk done on the Mystery Shopping Providers Association. European Annual Meeting in Sardinia, May´12. Focusing on Neuropsychological aspects of the Mystery Shopping. What influences you when evaluating others and places.

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The neuropsychology of the mystery shopping

  1. 1. Sardinia- Annual Event-The Neuropsychology of the Mystery Shopping What influences you when evaluating others and places by David Camps
  2. 2. And the question should be…• ¿What does not influence us?• - A continous stream of information, both consciously and unconsciously is influencing us
  3. 3. 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)
  4. 4. 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.
  5. 5. The big conscious picture • Theory of mind – David Premack & Woodruff, 1978
  6. 6. ¿What we look for?• Social Warm• Harry harlow experiment- Cloth mother vs wired mother• http://www.youtube.com/watch?v=E2M6XBJE
  7. 7. 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=re
  8. 8. 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 everyones 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.
  9. 9. Reading emotions…• The fake smile test• http://www.bbc.co.uk/science/humanbody/mind/surveys/smile• Microexpressions samples http://www.youtube.com/watch?v=u8LJAeg9YJ4&feature=rela
  10. 10. 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
  11. 11. 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.
  12. 12. 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.
  13. 13. 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
  14. 14. Unconscious Influencers• The big picture : Dr. John A. Bargh
  15. 15. Important Lesson• The unconscious approach is no longer treated as something magical, and can be treated as theorically as the conscious processes.
  16. 16. ¿Who´s in charge?• Libet Experiment revisited :• http://www.youtube.com/watch?v=IQ4nwTTmc• John Dylan Haynes experiments :• http://www.youtube.com/watch?feature=player
  17. 17. 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=k2YdkQ1G5• Still Face Experiment,Dr. Edward Tronick• http://www.youtube.com/watch?v=apzXGEbZh
  18. 18. Socials from the womb• Paul Bloom• http://www.youtube.com/watch?v=WABzcRMQ• Mirror Neurons- Neural correlates of Empathy• http://www.youtube.com/watch?v=rPVNAESO
  19. 19. Priming Effects• Ash experiment- Social Conformation-• http://www.youtube.com/watch?v=iRh5qy09nN• Primer explanation and examples, by Malcom Gladwell• http://www.youtube.com/watch?v=Z_mVFPCa
  20. 20. Heuristics and biases• Availability Heuristic explained• http://www.youtube.com/watch?v=2_wkv1Gx2• Representativeness Heuristic example• http://www.youtube.com/watch?v=Kcg53k7k7d
  21. 21. • Peak End theory by Dr. Kahneman explained• http://www.youtube.com/watch?v=YA6nciKpqi• Predictably Irrationality by Dan Arielly• http://www.youtube.com/watch?v=MZ5baAOrx
  22. 22. Thanks….• David Camps• Twitter : @DavidCamps• Email : davidcampspons@yahoo.es dcamps@client-experience.com
  • jc_duenas

    Jul. 3, 2012
  • rinconmaribel

    Jun. 19, 2012

Talk done on the Mystery Shopping Providers Association. European Annual Meeting in Sardinia, May´12. Focusing on Neuropsychological aspects of the Mystery Shopping. What influences you when evaluating others and places.

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