I-Thou, not I-it
This distinction comes from the work of Buber, a theologian. I-Thou refers to interactions that are premised on dignity and mutual respect. These can be enriching and humanizing for both parties. I-it interactions, by contrast, are purely instrumental, purely about getting the job done with the minimum of human connection – not necessarily rude or discourteous, but with no warmth or feeling. These interactions can be dehumanizing not only for the person on the receiving end of such an approach, but also the person who initiates this type of interaction. Some people rely on I-it interactions because they have no motivation to rise above simply getting the job done. However, even people who are committed to I-Thou interactions and the advantages they bring can slide into I-it interactions at times – for example, when they are under high levels of pressure, are working in a context of low morale or have other concerns that are distracting them from doing their job to the best of their ability. This can be dangerous, as it can create a vicious circle: interacting with people at an I-it level can make us far less effective, potentially lead to complaints and/or dissatisfactions, bringing additional pressure which can then make it all the more likely that we respond to others in an I-it way.