The Emotional Supply Chain?

Our logical supply chains are getting ever better. The combination of well designed process, ubiquitous use of algorithms, and increasingly the benefits of machine (deep) learning ensure it.

However, as I learn more about the nature of machine learning in particular, I believe that unless we are mindful, we will end up with important schism.

There is an "emotional supply chain". It starts when we become aware of the person or organisation we are tempted to deal with, and will only end out of wilful neglect.

To think this through, I often use David Rock's SCARF model as a template when looking at issues of engagement. The model has five components, which are both flexible enough and well researched enough to be adaptable. The following categories are ones I have used in relation to the emotional supply chain:

Status. How do I feel in relation to you - superior, inferior or equal? Do I feel patronised, or respected?

Certainty. How confident do I feel you will deliver what you say you will? W…