Walk the talk...

Over the years I’ve hired thousands of leaders and learned to look for and appreciate the qualities that set the good ones apart.  One of the most important differences between a good manager and a great one is their ability to communicate – clearly and concisely, one on one or to a group. Nearly as important is the habit of always being on their feet and on the move, spending more time walking around than sitting behind a desk: their mobility makes them more participative than directive, and more enabling than performing. They see first-hand what’s going on, what’s most important, and what needs doing.  They use that time wisely, inspiring and motivating others to want to do more and to be more: they’re curious and creative, purposeful and flexible, and focused on getting things done; they don’t just identify problems; they organize those around them to solve them. Life and work can be filled with complexities and challenges… the test is identifying the opportunities those create, organizing them into manageable pieces, and dealing with them effectively. Get involved in focusing on those opportunites today.

Mary D. Poole (b. 1959): American author

Interactive matters...

This quote reminds me of the training program we designed for the opening of The Mirage. It came about because of the extensive research we did to determine how best to open a mega-resort of that size and scope: many of the people we talked to told us if they had to do one thing differently, it would be to allocate more time and resources for training new employees.  As a result of that, we created instructional manuals that detailed the what, why and how of every task for every job, and allowed time for employees to practice what they learned.  In essence, our new employees learned by doing, and proved that participation is the best method of educating. We also learned you should never just throw a new employee onto the floor without first providing them with the knowledge and tools and skills to perform, and that on-boarding has to include training, preferably, the participative (read that: interactive) kind. Companies are always looking for ways to cut expenses, and training is often the first to come to mind – frankly, it should be the last. If you want to improve and increase performance and productivity, employee and customer satisfaction, and bottom-line results, include participative training in your budget today. 

Thomas Glazer (1914 – 2003): American folk singer and songwriter

Look to understand before seeking to be understood...

We schedule employees and hope they show up for work, but it seems to be a daily decision as to whether they will: so much so, that absenteeism is a huge workplace problem. We can complain about that until we’re blue in the face, but we need to figure out how to get employees to come to work when they’re scheduled. Even though it’s a difficult conversation to have, at the first incident of problem attendance managers should ask the offending employee about what it would take to get them to want to come to work. You probably think that’s crazy, but if what you’re doing  - most often some form of progressive discipline based on a point system – isn’t working, it’s even crazier to keep doing that in hopes that one day it might. Flexible schedules, team building, shift swapping, shorter workweeks, or making work more interesting and fun should be considered rather than continuing to terminate employees and replacing them with others who might also have poor attendance tendencies. Talk to your employees to better understand their motivations and needs: that’s a good way to start motivating them to show up for work today.

Aimee Bender (b. 1969): American novelist and short story writer

Competition is good...

Over the years I participated in several campaigns to get gaming approved in new jurisdictions: a common argument against those efforts was the impact casinos would have on existing businesses.  To date, that argument has proven mostly false: good businesses tend to thrive in any competitive arena.  Case in point: one of the larger local’s casinos here in Las Vegas has lots of gaming and other entertainment attractions, 12 dining outlets and several bars; right across the street is a family-owned pub that has 1 bar (with slots), a large dining room, and several large TVs. Last night I went to that pub and watched the dinner crowd fill the bar and dining room. The pub’s proprietor explained how he fills the place every day: personalized service (they know every guest by name), owner involvement (he talks to everyone and helps bus the tables), and product and service excellence (good taste and great value). While he realized that winning would be something to strive for, getting personally involved was going to be the key to his little pub’s success. I’ve always liked that local’s casino, but my new favorite place is that David versus Goliath-like pub across the street. The moral of this success story: get personally involved in your business today.

Dr. Debasish Mridha (b. 1965): Entrepreneur, philanthropist and author

Get into it...

Getting employees engaged is a key business strategy, figuring that employees that are “into” their work will be more productive and effective. While widely discussed, companies and managers struggle to make this kind of participation happen. Best practices show that, first, employees have to be asked: people are generally reluctant to get involved in things unless invited to participate; second, managers have to explain why it is important: inquisitive minds want to know; third, employees need to be encouraged: managers should get involved along with them to show how important it is; fourth, they have to feel like their efforts make a difference: lots of feedback needed here; and lastly, managers need to celebrate all levels of involvement: a little praise goes a long way. Let’s remember that all employees are not the same: while they may each participate at different levels, any participation, even in the smallest form, is useful. Never underestimate the value of employee engagement on employee and customer satisfaction.  Show your employees the importance and benefits of being actively engaged today.

John Stuart Mill (1806 – 1873): British philosopher, political economist, and civil servant,  dubbed "the most influential English-speaking philosopher of the nineteenth century

Dream big...

The other night I turned on the Australian Open tennis tournament and watched 15-year old Cori “Coco” Gauff beat one of her idols in an exciting match: when they interviewed her afterward, she told of growing up dreaming about one day being as good as Venus and Serena Williams, and there she was, defeating Venus in the opening round. Most of us won’t ever reach that level, but in our own ways, we can dream of being our best selves. Like these tennis players who work closely with their coaches to learn to hone their skills, good employees work with supervisors who train, coach, mentor and inspire them to get up in the morning and give their best.  Tennis players are like employees: out there by themselves, thinking on their feet, and focused in the moment. But in quieter times, they both dream about reaching their full potential. Life can be like a tennis match, full of ups and downs and shifts in momentum – dreamers find ways to get up, get going, and win. Dream about all the things you’ll do when you get up today.

Billy Wilder (1906 – 2002): Austrian-born American film director and screenwriter

Appreciate the moment...

“You know there are moments when time stands still, and you hold your breath and hope it will wait for you.” Dorothea Lange

We’ve all taken photographs of images that we hope won’t ever change… they are deeply embedded in our memories.  Similarly, there are moments in life or at work when we gain an understanding of something that we want to remember and appreciate forever: these are often centered around things we do for the first time and which are often life changing.  The Mirage was the first big hotel I opened: on the day before it opened, after more than two years of hard work and preparation, I remember standing in the lobby and wishing that pristine moment would never end. In the end, it did, but everything associated with that memory has stayed with me for more than 30 years.  Time stands still when big things happen or are realized, and the key is to let that experience become a part of you, helping to guide your actions long after it’s gone. These can add to the passion you have for going on and achieving new milestones. Make sure you stop and savor the important things that happen to you today.

Dorothea Lange (1895 – 1965): American documentary photographer and photojournalist

Reach for the brass ring...

We’ve all worked alongside people who at some point stepped out of the box and began the rise to bigger jobs and circumstances. Some chefs I’ve worked with apprenticed with master’s and then gained the confidence and competence to become great themselves. Similarly, there were countless line workers whose diligence and passion qualified them for promotion; they assumed supervisory roles and ultimately became leaders because they believed in themselves and rose to the top. In almost every instance, a supervisor or mentor recognized the potential and encouraged these individuals to go for more. This happens in good times and bad, but in today’s tight labor market, opportunities are nearly endless for those willing to take the right steps, make the right moves, and display the right attitude. Good leaders should look for employees that want to do more and help them become more – if they don’t, then these good employees are going to look elsewhere for the opportunities they want and deserve. Look at yourself in the mirror and decide if you want to be what you are or try for something more. If it’s the latter, go for it today.

Johann Christoph Friedrich von Schiller (1759 – 1805): German poet, philosopher, physician, historian and playwright

Take your chances...

Yesterday, Elon Musk’s SpaceX company completed a test launch that was an important milestone in the development of commercial human spaceflight; Amazon today announced a project with Visa to link credit cards to palm prints; and this week the Kansas City Chiefs football team began preparations for their first Super Bowl in 50 years. The oddsmakers wouldn’t have bet on any of these happening and yet the people behind each continue on anyways. Most of us never get to do anything that important, but our own goals are sometimes just as aspirational.  Like trying for a new job: there’s a lot of competition but you could be just as qualified as anyone if you put your mind to it; or working on a budget or strategic plan for the first time: you’re never sure if you can, but then you complete it; or going back to school to learn a new trade or get a degree: you may not think you’re able to be a student but the results will be worth the effort… being passionate about something helps even the odds and lighten the load.  Don’t shy away from making a big bet today.

Elon Musk (b. 1971): Engineer and technology entrepreneur (PayPal, Tesla and more)

Don't be so quick to judge...

This should be an interesting week, one that will challenge our passion for seeking the truth – real, verified truth, not the fake or made up versions that conform to and support partisanship. Real truths shouldn’t drive people apart… they should be the basis of discussions that bring us closer together; they shouldn’t be used to attack… they should be used to understand; they shouldn’t be anything more than opportunities for people to learn and grow together. The world is always on the verge of disagreement, and that’s not necessarily a bad thing; but no one should be disagreeable, because we’re all still going to be here after the shouting ends. Life is not about finding perfect solutions as much as it needs to be about working together to uncover small agreements and building on those. Whether we like it or not, the complex and diverse nature of our lives is here to stay, so we should get used to it and seek the truth for truth’s sake today.

Franz Uri Boas(1858–1942): German-born American anthropologist and a pioneer of modern anthropology who has been called the "Father of American Anthropology”

The ball is in your court...

My consulting partner and I teach a course on Handling Difficult Conversations: you know, the ones we all want to avoid, if possible. But the truth is, we can’t, and the workplace seems to be rife with times when we need to have them.  You can’t ignore them – that only seems to make the situations worse; and if we handle them poorly, it can lead to greater conflicts. These aren’t going to go away, so it’s best if we learn to handle them effectively. Acknowledge the other person’s point of view, be empathetic, slow down and listen, choose your words carefully and try to give something back: the key is to produce the least pain for you and the person you’re having the difficult conversation with and achieve the desired outcome while keeping relationships intact. Respect the other person, look for win-win opportunities, and create or repair trust: most likely, you’ll still have to deal with the person in the future. If conflict can’t survive without your participation, it can be resolved with your enlightened participation.  Deal effectively with what comes your way today.

Wayne Walter Dyer (1940 – 2015): American self-help author (The Erroneous Zones) and a motivational speaker

Balance your point of view...

The mark of a great communicators is their ability to listen, foster discussion, and promote trust. Whether conducting pre-shift meetings, performance reviews, or training sessions, leaders need to use effective communication skills to make these better and more productive. These are far more than one-way conversations: they are opportunities to get employees engaged, explore and exchange perspectives and viewpoints, and improve commitment… and to make sure managers get the full range of information and ideas from which they can have fully informed viewpoints .  Many managers get caught up in issuing emails and policies and forget that one-on-one and group discussions help employees feel connected.  If they don’t stay close to all of their employees, managers run the risk of getting information that might not be fully balanced and nuanced. Encourage feedback by having real open-door policies and practices, meeting regularly with employees, walking around for unscheduled get-togethers and discussions, getting everyone involved in sharing what they see and know, and encouraging a robust exchange of ideas. Get to know your employee’s viewpoints today.

Christine A. Varney (b. 1955): American lawyer, internet policy and antitrust expert, data privacy advocate and political appointee

Don't be afraid to try...

The winning coaches and players in last weekend’s college and professional football games all had to adapt to challenging situations.  The coaches had good game plans, but those were mostly tested by their opponent’s strategies and performances. Many of the winning players discovered themselves behind on the scoreboard but found the strength to win without grandstanding in the end zone or blowing kisses to the crowd. It’s always good to have a game plan, but without a Plan B and the courage to pivot to it, you might find yourself in a corner of your own making. When this happens – as it often does – admit it, get involved, and try something different. Those lucky enough to turn things around or hoist a trophy are the ones with the fortitude to face reality without flinching.  Life, like football games, almost never goes the way we plan: if you find yourself in that situation, be prepared, flexible and confident enough to change what you’re doing. The last thing anyone wants is to wake up the next day knowing you could have succeeded if only you’d tried something different. By all means, if needed, try something different today.

Franklin D. Roosevelt (1882-1945): 32nd U.S. President

Work together...

My minor in college was collective bargaining, and the professors there had been friends with the man behind today’s quote: they taught us to find ways for management to work together with employees, whether they were part of a union or not. I know that many companies and managers don’t have much experience with unions and thus they fear them, but it’s been my experience that working closely with labor can foster a spirit of cooperation and continuous improvement. The union leaders and shop stewards I worked with helped us find ways to improve productivity and performance; they participated with our supervisors and department heads in working out problems and finding solutions. We negotiated landmark collective bargaining agreements with them, had 20 years of labor peace, and went that whole time without any grievances or arbitrations.  This all led to greater stability and profitability, which are the keys to job security.  That kind of mutual self-interest helps everyone achieve their goals. Know what you really want and need, collaborate, find common ground, and make things work. Working together is always the best strategy: put that in your plans today.

Sidney Hillman (1887 – 1946): American labor leader and a key figure in the founding of the Congress of Industrial Organizations (CIO)

You matter...

A recent study by the University of Manchester on workplace redesign to increase a worker's sense of control and participation at work have resulted in fewer sick days amongst workers in the experimental group. Led by Professor Tarani Chandola, this study seems to suggest a way to mitigate the persistent problem of absenteeism in the workplace.  Interestingly, when asked what managers see as their most pressing problem, they answer “attendance”; those same managers, when asked what they want most in the next person they hire, answer “the commitment to come to work every day”. Combining the study and these problems points to the importance of engaging employees in the things that involve them: whether policy issues or service standards, the key to improving attendance, productivity and performance seemingly centers around the overall level of employee engagement.  Managers should be trained to improve their communication and engagement skills, and companies need to support and promote these.  And, when employees and managers ask whether these really matter, it should be pointed out that while it may seem like a drop in the ocean, that ocean (read: workplace) would be less because of every missing drop. Get your employees involved and engaged today.

Mary Teresa Bojaxhiu (1910 – 1997): Albanian-Indian Roman Catholic nun and missionary, commonly known as Mother Teresa and Saint Teresa of Calcutta

Be aware...

Please indulge me as I write one last time about our “fire” experience this week. I never really thought much about smoke detectors: I know they’re recommended but I never made sure we had enough of them in our home or that they were always operating properly. Now, I shudder to think what might have happened if our vacation home here didn’t have them – bottom line: I’ll be making sure they’re installed and working as soon as I get home. Like many homes, there are two fire extinguishers in ours – but I’m not sure I could put my hands on them quickly enough if needed in the heat (no pun intended) of an emergency. I am grateful that the home we were staying in had them prominently displayed – that’s the second thing I’ll fix when I get home. And like many, I’ve never thought about what happens when you dial 9-11; I now know how efficient those operators and the first responders they dispatch really are. Yesterday we took several pizzas to the Taos fire department to thank them… now I’m going to look up where to send a big thank you to those operators.  We’re all generally aware of these safety things, but what really matters is realizing what we have long before we might ever need them. So, here’s another of my additional New Year’s resolutions: be safety conscious today.

Herbert George Wells (1866 – 1946): English writer often called the “father of science fiction”

Get your feet on the ground...

Long ago and far away, my unofficial title at the Golden Nugget was “DADDY”: the thinking was that an HR guy with a title like that could inspire and train the company’s supervisors to emulate some best parenting practices. Since parenting includes nurturing a sense of responsibility in children, I’m thinking Dear Abby’s advice here could also be extended to  managing Millennials, a group many seem to think are particularly difficult to supervise. Maybe companies should put some of the responsibility for figuring out how to get Millennials more committed and involved at work back on their shoulders.  Involve them in discussions about the rules and practices related to the company’s expectations, discuss options that might be considered, and get their agreement on the things that could or should be changed. Employees, like children, want to have a say in how their lives are run and a sense of ownership for the rules they’re asked to live by.  The world is changing, and so is the workplace –it’s a new decade and this might call for new thinking. Start thinking differently if you want to get your employee’s feet on the ground, today.

Pauline Esther Phillips (1918 – 2013): Also known as Abigail Van Buren, American advice columnist and radio show host who wrote the Dear Abby column 

Count your blessings...

The smoke alarm was loud enough to wake us: thank heaven for that. The response of the firemen was professional and quick enough to save us and all our belongings: thank the Lord Almighty and all the firefighters and first responders in Taos for that. It was a long night here but, because firefighters put their lives in jeopardy every day in an effort to keep people safe, we will spend the rest of our days forever in their debt. Kind, professional, efficient, compassionate, calm, empathetic, and unselfish – those are the words that come to mind as we recall events that, while ultimately not life threatening, certainly could have been. At 3 degrees Fahrenheit, water freezes, noses and heads and hands and knees and most of our other joints begin to ache, and most people snuggle down a little deeper under their covers. These men and women, along with the police and paramedics, neither waited nor flinched: they did what they’re trained and committed to do so that people like us can live to write and talk about it. Last night it was my wife and me: it could have been you. My newest New Year’s resolution, which I encourage everyone to make: thank the people who put their lives at risk to save the lives of others today.

P.S. We are fine, thankful, and feeling blessed as today’s beautiful sunrise shows its first rays of sunshine here in the Land of Enchantment!

Thomas Richard Carper (b. 1947) is an American politician serving since 2001 as the senior United States Senator from Delaware

Know what you're talking about...

Looking out of over the horizon of this coming year, there’s much that can be done personally, professionally, and psychically. In the coming year, the challenges and opportunities are only limited by how much you know. In this Internet era, the chance of having knowledge related to what you’re talking about is nearly unlimited: you have to read and be curious, be bold about asking questions, and unabashed about wanting to know more. This takes keeping your ears open and listening to all you can; keeping your eyes open and observing all you can; and keeping your mind open and understanding all you can. All you need is the commitment and dedication. The world has spent the last 20 years developing and being wowed by technology; now, for the next 20 years, we’re going to have to make sense out of it. Don’t be afraid – knowledge is good.  Don’t be scared – it will make you smarter and better. Don’t be shy – it’s up to you. Learn more… starting today.

André Leon Talley (b. 1949): American fashion journalist, who is the former editor-at-large of Vogue magazine

Take a look around...

Finalizing New Year’s resolutions is as good a time as any to take stock in ourselves. Many of us frame these in terms of getting fitter, smarter or happier… looking for ways to fix or improve on some flaws. But just as many also look for ways to improve the good things they already have: the first is looking at the glass as half empty, the second seeks to add more to the half-filled glass. It’s all a matter of perspective. In reality, resolutions are our way of taking responsibility for our lives and ultimately seeking a wide range of improvements. The key is sticking to the promises you make about any of them: exercising more, eating better, learning something new… whatever your choice, follow through and make it happen. That’s what it takes to achieve what you want to find when revisiting the rooms of your life. Look at your New Year’s resolutions like that today.

Ellen Goodman (b. 1941): American journalist, syndicated columnist, and Pulitzer Prize winner

Fly away...

I fly a lot:  I like direct flights, and Southwest has lots of those to the places I travel to the most. So, I signed up for their loyalty program a long time ago, mostly so I could get priority boarding: what they call their A list. Over the years I’ve gotten that designation many times and was a happy traveler.  One day last spring someone who knows how often I fly suggested I use some of the points I’d most likely accumulated to book some personal travel. I’d honestly never thought of that before (duh!!!), so I looked and was shocked: my loyalty had resulted in more points than I’ll probably ever be able to use. I’d always thought those crazy loyalty programs were more trouble than they’re worth, with all their restrictions, expirations and hassles: now I know that’s not always the case. All this travel had left me tired and speechless, but now it’s turned me into a storyteller in search of my next adventure. Loyalty is driven by many different things: find what will make your customers and employees loyal and make sure you communicate it effectively. Which leads me to my 2^nd New Year’s resolution for 2020: Pay attention and learn something new today.

Ibn Battuta (1304 – 1369): Muslim Berber Moroccan scholar, and explorer who widely travelled the medieval world

Families matter...

As we begin a new year and decade, one thing remains true: the importance of family in all of our lives. For most of history, people grew up and remained in close proximity to their relatives in the area of their birth: that began to change in the latter half of the last century as people moved away in search of work or different lifestyles. My family was from upstate New York, but my wife and I left to raise a family in Nevada: fortunately for us, my parents and one of my two brothers followed and now, all these years later, this has been our home longer than any other. Las Vegas is an interesting place because most of the residents here relocated from other places: that tended to create close relationships that included co-workers, close friends and neighbors. This type of extended family is the new normal, and it provides the love and support that sustains its members locally to go along with the relationships we maintain from back home. Whether you are transients and transplants like us, or you still live close to your roots, remember and treasure those in your extended family: giving and getting their love is still the thing that sustains us today.

Maya Angelou (1928-2014): Poet, Dancer, Producer, Playwright, Director, Author

Happy New Year...

“20/20 Vision is The Art of Looking Ahead.” Collin Weltzein

2020: a number that Weltzein says “rolls right off your tongue”: it’s a familiar phrase we hear at the eye doctor’s office, as in 20/20, or perfect vision; it’s also the number for this new year: 2020. Vision is how, and how clearly, we see; it’s also the act of seeing out over the horizon, of thinking about the future with hope and imagination. One good way to develop a vision is by reflecting on the past. Each year or experience provides us with a new lens or perspective, and our vision becomes clearer because of it. We all have visions… for our lives, work, family, friendships or community: whatever vision you may have, remember that looking back on your experiences from 2019 will help in making that vision clearer and stronger for 2020. As this new year begins, take a moment to reflect on where you’ve been and, more importantly, on where you’re going. Then make a plan, like you’re selling your brand: back it with your knowledge and experiences, and then stretch it a bit to see how far you might go.  Now, in the spirit of the New Year, consider this for one of your resolutions: Make 2020 a great year by starting with an appropriate vision and plan today.

Collin Weltzien: President of the Wisconsin state FFA officer team