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On all of the ITS SmartStyle Training customer service courses we say that you, “You never get a second chance to make a first impression”. It now seems that maybe you do, especially if the first impression is unfavourable, as research by Yale University reveals that poor first impressions are quickly forgotten. Molly Crockett, assistant professor of psychology at Yale said, “The brain forms social impressions in a way that can enable forgiveness. Because people sometimes behave badly by accident, we need to be able to update bad impressions that turn out to be mistaken. Otherwise, we might end relationships prematurely and miss out on the many benefits of the social connection.”

Interestingly, the study might also cast new light on why some people stay in bad relationships. Professor Crockett said, “The human mind is built for maintaining social relationships, even when partners sometimes behave badly.” It seems that the critical process of making quick decisions on people is still a valid evolutionary driver, but it is now tempered by a social need to be sure that we have the right connections, and to have the desire to give people a second chance.


Mike Astrop, Leadership Expert and ITS Group Business Skills trainer


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