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HUBBARD COMMUNICATIONS OFFICE
Saint Hill Manor, East Grinstead, Sussex
HCO POLICY LETTER OF 16 APRIL AD 15
Issue III
Gen Non Remimeo
ALL DIVISIONS
HANDLING THE PUBLIC INDIVIDUAL
We have learned the hard way that an individual from the public must
never be
asked to DECIDE or CHOOSE.
Examining experiences we have had, I finally saw there was a hidden
datum we
had not been aware of in our orgs and particularly in handling the public.
I finally dug
it up and here it is:
TO DECIDE ONE HAS TO UNDERSTAND.
Examining our big org chart you can see quite plainly that Understanding
is
higher than the point of public entrance into processing.
Example: Mr. J is offered Particle A. He can accept it just because it
is offered.
He does not have to even perceive it or talk about it or recognize any
condition. He
needs to see only two things-(a) That it is being offered by somebody or
something
(source), and (b) that Particle A exists. All you have to do is show him
where to obtain
it and that it exists. This is acceptance without decision. Therefore he
can have it.
Example: Mr. J is offered Particle A or Particle B. Now we have an
entirely
different situation. Mr. J must compare Particle A and Particle B in order
to see which
is best. Therefore he must see where each comes from (source), that each
exists,
establish the condition of each particle, communicate with and about them,
perceive
them, relate them to each other (become oriented), understand them, be
enlightened
and finally decide (establish own purpose). If he can do this Mr. J can
choose which he
should have, A or B. If Mr. J can't do all these things, Mr. J is
overwhelmed, gets
confused and takes neither. One has asked Mr. J to jump up a lot of levels.
Actually the
ordinary Mr. J, when raw meat and even not so raw, would have to have a
Grade IX
Certificate to obtain a Grade I Certificate. And that of course is
impossible.
The door, then, is barred utterly for the majority of people into any
department
or function or org, let alone the promotion and accounts functions.
The moral is very plain. Never ask anyone in the public or field to
Decide or
Choose.
Erase from our org patter "Which do you want, Mr. J?" Don't ask which
course,
or what pin or what book or which auditor or what door or what time he or
she wants
to start anything or which door or which road or which membership.
Cultivate totally on a staff a didactic but pleasant approach. "Your
intensive
starts________ ." "This is your next book________ ." "Your next course
should be taken
on________ ." "Go to the third door." "I see you're a pc. You go up to the
second floor
________ . "
Erase even the banal "What do you wish?" or "What can I do for you?" as
even
that throws confusion into it.
Example: Miss N has heard of processing. She wants some. She never did
decide
to want some. She just wants some. Now to ask her to decide anything about
it blunts
that purpose. It is a thin purpose. It quivers. Don't ask her does she want
a book or
want training or want a pin or want anything else. Say only "Ah. You want
processing.