Don't shy away from hard work...

Good ideas don’t amount to much without a lot of hard work: every new project I ever started reminded me of that basic truth. Each of those new projects began with a lot of enthusiasm and adrenalin, both of which quickly faded, when the reality of hard work set in. That’s when it becomes clear that going from start to finish will include long hours, lots of individual effort and collaboration, and more than a few trials and errors. I’m right in the middle of launching a new online training company with some colleagues: we have produced several courses and are beta-testing them with a few companies – and we’re getting some excellent feedback from them. This new information is what’s needed to be able to see and evaluate what we’ve done so far, and will help us learn, adjust, regroup, and continue to move forward. This is where I remind myself that while perfection is the enemy of progress (something I learned from a former colleague), incremental learning is the friend you need on your road to success. And while nothing comes easy (another truism from another former colleague), maintaining forward momentum is the only way to get things done. Big or small, everything you do takes hard work. Remember that as you seek to harvest the seeds of what you’re doing today.

 

David Bly (born 1952): American politician and former member of the Minnesota House of Representatives

Step right up...

Strategy is more than a vision – it’s a combination of planning, implementing, measuring, timelines, and individual accountability. In our consulting practice, my partner and I often hear from companies that want a plan but don’t understand the hard work and follow through needed to bring it to life and fruition. When challenged to cascade a plan throughout the organization, many leaders worry that the plan may be too cumbersome for operations. In fact, it’s that cascade that allows every employee to identify what their part of the plan is and lets them better understand how their efforts can be tied to the plan’s overall outcomes. We often ask business leaders how they and all their employees will know, at the end of the year, whether they’ve been effective: that goes well beyond job descriptions and performance evaluations, and weaves each of them into the fabric of the organization’s strategy. Vision indeed must be followed by individual efforts – it’s not enough to stare at a plan, everyone must actively implement their part of it. In business and life, follow through are critical to success. Make every employee the owner and master of their own plan and you’ll be well along the way to achieving your strategic goals today.

 

Vance Havner (1901 – 1986): American Baptist pastor

Help your employees to be their own best selves...

I was talking to a client recently about best practices in coaching. The point I wanted to stress is that it’s all about the person being coached, meaning the coach leaves his or her ego and bias out of the process and discussions. The coach should be curious about what the person being coached wants, help them understand and overcome any obstacles, and develop their plan to achieve the goal(s). Helping someone discover and explore their hopes and dreams and fears and motives is one of the best parts of being a leader. Too often organizations encourage coaching only as a way of helping employees understand and remediate poor performance: that’s such a limiting use of the power of coaching. Instead, they should catch people at their best and use the power of coaching to help them discover more ways to shine, harness their positive energy, and channel it into greater endeavors. Exploring ways to get individuals and organizations from where they are to where they hope to be is an important and valuable part of leadership. It’s an employee relations strategy that should be widely encouraged and celebrated, one that unlocks the potential of everyone involved. Coaches help employees discover how to be their own best selves. Look for opportunities to help your employees discover who and what they want to be today.

 

John Steinbeck Jr. (1902 – 1968): American author and the 1962 Nobel Prize in Literature winner

Can't we all just get along...

 

 

The professionals who run political campaigns are, in my humble opinion, out of control. Every day in my email inbox I get at least a dozen solicitations from both parties, all of which predict doom to the republic if the other side prevails. I expect to be inundated with these kinds of rabid solicitations every election cycle; but when those cycles are over, I think that whoever gets elected should be allowed to serve without this constant haranguing about disagreements.  We wouldn’t put up with this kind of behavior at work: there, disagreements are considered healthy and opposing ideas are listened to and discussed.  Instead of being stubborn naysayers, our political leaders should try the tactics we use at work to help us disagree without being disagreeable: ask clarifying questions, focus on solutions rather than problems, strive to understand what others are saying, don’t make things personal, position your ideas as options rather than as the only solution, treat others and their ideas with respect, commit to collaborating, and don’t expect to win every argument. Going back to my inbox, the more I hear from these campaign professionals the more I am convinced that they should just shut up and work together to solve our problems. Just like the rest of us do every day at work and home. Let’s all learn to disagree without being disagreeable today.

Alex Trebek (1940 – 2020): Canadian American game show host and television personality who hosted the syndicated game show Jeopardy! for its first 37 seasons

Be authentic...

There’s a lot of pressure to conform when you join an organization, to fit in and be like everyone else. But that same organization most likely hired you because of the unique characteristics you bring to the job and therein lies the rub. Cohesiveness is good but diversity is what makes an organization great. You are you and not anyone else, and you shouldn’t live your life trying to be somebody else. Each of us brings our own attitudes, experiences and personalities to a job and we need to use those while learning how things are done wherever we work. That means finding a mentor whose skills and style you like - take the best they have to offer and whatever you choose to adopt, put it in your own style and voice. Or watching others speak in public – seeing how they speak, and gesture effectively is important when learning to stand up and speak in front of others. Or handling a difficult conversation - learning to diffuse potentially tense situations in your own style. or watching others lead – you need to put all of this into your own style so that you’re comfortable and professional.  Every professional is unique, with a style and skills of their own. That’s the point: be yourself today.

 

Melissa Viviane Jefferson (born 1988): Known professionally as Lizzo, she is a singer, rapper, songwriter, and flutist

Laugh a little...

As tough as work is these days, it never hurts to inject a little fun and laughter into your workplace. It’s best when this starts at the top with leaders that aren’t afraid to add some levity and laugh at themselves. I’m not saying that everything’s a joke, but a good laugh every now and then releases the tensions that naturally build up when times are uncertain and good help is hard to find. But even if the big bosses don’t bring fun into the workplace, every manager and supervisor can do their part to lighten things up, knowing what to say and when. Pre-shift meetings are one of the best times to do this: it’s before work starts and can begin the day on a good note. Managers and employees often dislike these meetings, but I think that’s because either they’re too serious or only have one-way dialogue. Ask employees to tell what’s going on in their lives, or what’s on their minds, or to relate something funny that happened on a previous shift. And don’t be afraid to poke a little fun at yourself – that kind of self-awareness and confidence makes work more enjoyable than it usually is. Whatever else is going on, remember that nothing is worth more than laughter today.

 

Magdalena Carmen Frida Kahlo y Calderón (1907 – 1954): Mexican painter known for her many portraits, self-portraits, and works inspired by the culture and artifacts of Mexico

Make a good first impression...

It’s been my experience that eye contact, and a smile are measurable drivers of customer and employee satisfaction. Those two actions combine to form a visible emotion that people of all ages respond positively to. Next time you’re out walking among people, look and smile at someone passing by; whether they know you or not, they can’t help but respond in kind. People want to be acknowledged, even by a perfect stranger. People in need of service love this kind of acknowledgement even more.  How often have you walked into a store and someone working there looks up and says hi; or, better yet, if they’re busy, they pause and say they’ll be right with you. That kind of acknowledgement goes a long way to setting the stage for a great experience. It’s so true that you only get one chance to make a good first impression; done right you shouldn’t need a second chance because more likely than not the customer is already won over. Conversely, the cost of a lack of visible emotion can be staggering. In this hyper-competitive world, why risk losing a customer or employee or applicant because you didn’t show you cared. It’s a small but very important thing. Make eye contact, smile, and show your care today.

 

Gertrude Margaret Bell (1868 – 1926): English writer, traveler, political officer, administrator, and archaeologist

Know your strengths and weaknesses...

“We will either find a way or make one.” Hannibal 

 

At first, this appears to be a statement of confidence, but Hannibal earned that confidence through experience. He was distinguished for his ability to determine his, and his opponent's, respective strengths and weaknesses, and to plan battles accordingly. Not surprisingly, leadership qualities of military personnel are legendary and often cited in today’s corporate training materials. Early on in our drive to learn how best to open large integrated resorts, we invited General Norman Schwarzkopf to help us understand the logistics of large projects. He related to us the lessons he’d learned from military leaders throughout history and how these were highly effective when commanding people in any endeavor. These included: the power of focus, teamwork, and adaptability, the importance of decision-making skills and planning, the ability to harness processes and procedures, and the necessity of discipline, honor, and pride. He stressed the importance of professional development as well as the benefits of evaluating subordinates and creating a plan to continually improve their performance.  Many companies often just teach new hires how to do their jobs; according to General Schwarzkopf, these additional skills help them perform their job duties at a much higher level. Find a way to make your employees and leaders more effective today.

 

Hannibal (247 – 183 BC): Ancient Carthaginian military commander and statesman 

Look for the best in people...

From this quote, we might assume that Jimmy Buffett is an optimist; as in someone seeing the glass as half full rather than half empty.  This is the kind of person you want to hire if you’re Hiring for Attitude. Optimists are open, flexible, and engaged; they express gratitude and are usually grateful for what they have, donate their time and energy often, are interested in others, surround themselves with upbeat people, don’t listen to naysayers, forgive others, and here’s the best, smile a lot. They’re the kind of people you want to be around. They’re the kind of people that participate more, perform better, and focus on customer satisfaction. Companies that hire optimists have lower turnover and higher employee satisfaction. When I was CHRO for Wynn Resorts, we had nearly 4 million applicants and I hired the best and most optimistic 125,000 among them. The result: our turnover was the lowest in the hospitality industry and our employee satisfaction stats were the envy of others. I know that companies are struggling today to find employees – even so, they (and you) should hold out for applicants that are optimistic.  Look for the best things in life. Hire for attitude today.

 

James William “Jimmy” Buffett (born December 25, 1946): American singer-songwriter, musician, author, actor, and businessman

Don't miss a chance to care...

People go to work every day and face all kinds of issues, many of them opportunities. I’ve been reading more about rage-quitting – in Lincoln Nebraska, 9 of 11 Burger King employees quit, leaving a sign that said: “We quit, sorry for the inconvenience”. This was after their frustrations boiled over with the restaurant's management style, understaffing issues, and a "scorching-hot kitchen that at one point allegedly hospitalized a worker with dehydration." Had management been more attuned to these frustrations they could have stepped in and reacted appropriately. Instead, the managers there were apparently oblivious and most likely shocked by the walk out. This was a perfect opportunity to practice some emotional intelligence, understand the needs of their employees, and work with them to diffuse the situation. But by ignoring it they indirectly caused the walk-out. Those same managers probably then complained that good employees are hard to find. In this case, it’s more like good managers are hard to find. People don’t quit jobs – they quit managers who don’t care enough to try and understand. Coach your managers in the use of emotional intelligence; or better yet just encourage them to ask questions like “how is it going”, and then listen to their answers. That’s one of the best ways to discover and recognize an employee relation’s opportunity today.

 

Scarlett Johansson (born 1984): American actress and singer. She was the world's highest-paid actress in 2018 and 2019.

Viva Las Vegas...

“A little bit of this town goes a very long way.” Hunter S. Thompson

 

People always ask me about things to see and do in Las Vegas. When I first broke in there, gaming was 90% of the casinos’ revenues and there wasn’t much else to do; today more than 65% of the resorts’ revenues come from the non-gaming amenities. Hotel rooms, retail, food, weddings, conventions, entertainment and more make up that number: so many things to do and so little time. Most are surprised when I tell them that one of the best restaurants in town is also one of the oldest: The Steak House in Circus Circus is every bit as good and nostalgic as it was 40 years ago when it opened, and well worth the trek through that casino to get there. And one of the best activities is people watching, one you must get personally engaged in to get the most out of: we’ve been there 35 years and it never grows old. But in all my years working there, the thing most wanted to see was the “back-of-the-house”, where employees eat and get from one place to another – the hotels there are like cities and that’s reflected in those spaces. While gaming can now be found in just about every state in the US, Las Vegas is the gambling town with so much more, and a little bit of it goes a very long way. Put a trip to Vegas on your bucket list today.

 

Hunter Stockton Thompson (1937 – 2005): From his book “Fear and Loathing in Las Vegas”; he was an American journalist and author, and founder of the gonzo journalism movement

Join together...

"Musicians don't retire—they stop when there's no more music in them." Louis Armstrong

 

Wherever I worked, I’ve always kept a guitar or two in my office. And when I work from home, several hang in the background of my Zoom calls. They’re conversation starters, and a reminder for me of the importance of harmonies. I sang in a band for many years, and we were noted for our intricate harmonies, the kind that resonate right through you. In work that’s called alignment, where people are in synch, collaborate and finish each other’s thoughts: people like that don’t retire, they stop when there’s nothing more to collaborate on.  But in the meantime, alignment and collaboration are the best ways to get people engaged – when you see people working together, be sure to comment on and compliment their doing that. Or coach them when they’re not. Most people want to be part of something, and there’s almost nothing better at work than the feeling and fulfilment you get from this kind of cooperation.  If you feel a part of something like that, help those around you feel that way too today. 

                                                                                                               

Louis Armstrong (1901 – 1971): American trumpeter and vocalist who was among the most influential figures in jazz

See things from a different perspective

Most discoveries happen close to home, without any travel or external stimulus. They happen when the stuff that’s all around you is seen in a different light. Sometimes it’s the result of necessity: that’s certainly the case with all the applicant tracking and self-service technology I developed to eliminate the paperwork and transactions that were slowing us down. Other times it’s the result of brainstorming, where two or more heads prove to be better than one: that was the case with the team training program that revolutionized our on-boarding. And then there are times when a revelation just hits you in the head: like when it suddenly became clear to me that optimism was the attitude to hire for. You don’t have to change your location, just your mindset. It means being open to more than the status quo, to let go of your ego, and see where your imagination takes you. It often helps when someone new looks for the first time at the things you’ve looked at for a long time, but it can also be you looking with newly opened eyes. Clear your mind of its clutter and you’ll begin to see things in a new light, or context, or meaning. That’s how to begin using new eyes today.

 

Valentin Louis Georges Eugène Marcel Proust (1871 – 1922): French novelist, critic, and essayist who wrote the monumental novel In Search of Lost Time

Give employees a job they can be passionate about...

Business owners say they’re struggling to find staff: it’s unique to have high unemployment and a record number of job openings. This is caused in part by people who are re-examining their priorities considering the financial and psychological impacts of the pandemic. Between sudden layoffs that created insecurities and mistrust, disrupted family and school schedules that upended work-life balances, and fears of either the virus or the vaccine, many aren’t willing to return to jobs they’re not passionate about. Employers trying to recall former and furloughed workers and or hire new ones must adopt new strategies and management styles to prove they understand these concerns and needs. Unfortunately, many are not doing enough to attract and retain the employees they so desperately need – this is evidenced by the number of employees that are “rage-quitting” after only a short period of time. Employees are not willing to work for less than living wages and they’re not going to accept management that isn’t empathetic to their needs for psychological safety. They’re looking for jobs they can be passionate about and managers they can trust after this scary pandemic: companies that adapt to this new normal will have employees – those that don’t, won’t. Give your employees something to be passionate about and everything else will fall into place today.

 

Gabrielle Dee Giffords (born 1970): American politician and gun control advocate who served as a member of the United States House of Representatives 

Don't make excuses...

I’m staying at a hotel this week while visiting a client.  After checking in I found a note on the counter in the room that said: “Unfortunately, due to Covid-19, and to keep our guests and talent safe, we are unable to service rooms daily”. I get it: that seems to be a standard practice these days. But then I noticed there were no towels in the bathroom – so I went back to the front desk to ask for some and the night manager said that too was about Covid-19; to me, that’s pushing the Covid-19 excuse too far. Companies everywhere are using this excuse – long wait times on the phone, long lines everywhere, and more. These kinds of things are less about Covid-19 than they are about planning and execution. If companies are short staffed, they should cut back operations so that the customers they have don’t have to suffer bad service. Those are the choices they and their managers must make. Whatever they choose, they should plan accordingly, train what staff they do have how to do what’s needed, coach them appropriately, and be involved enough to make sure what they expect is happening. And thanking their employees for the work they’re doing under these unusually difficult circumstances. Today, more than ever, managers should not have to decide between doing good or doing well – they should be encouraged to do both because that’s what it takes to do things right. Don’t cut corners. Don’t make up stories. Don’t get stuck having to make false choices. Figure out what’s needed and make it happen. Do good and do well today.

 

Tim Cook (born 1960): American business executive who has been the chief executive officer of Apple Inc. since 2011

Challenge yourself...

And speaking of Managing by Walking Around (MBWA), people in Human Resources often don’t do enough of that: they work mostly from their offices and miss out on the important relationships and knowledge that result from MBWA. I always extolled my HR staff to spend time on the floor, and as a consultant I do the same with my clients’ HR teams. Their best work happens out on the floor, in the kitchens and warehouses, behind front desks and… well, you get what I mean: anywhere but their office. The more that employees see HR people (and management people in general) in their work areas, the more they grow to know and trust them, and talk to them, and let them know what’s going on. This can be challenging for people who are not used to leaving their offices, but that’s what they need to do to change and grow. The key is being curious enough to want to leave the office, and then listening a lot, asking good questions, and using that information to know more about what the company and all those employees do. Go slow at first and build your confidence. In my consulting, we call this unfreezing – learning about and being open to new ideas and concepts, and then using them to be more effective. In work, as in life, there are many challenges – approach them with a cautious but open mind and let them change you. Challenge yourself to be more effective today.

 

Fred Devito is a member of Exhale's founding team+ Executive Director of its Teacher Training. 

Mingle with your peeps

Continuing the theme from yesterday, managers must be engaged in the day-to-day workings of their department. Walking the floor, talking to their employees, listening to their concerns, and being visible and approachable. As millennials like to say: “mingle with your peeps”. Many managers, however, are reluctant to do that because they’re afraid of being put on the spot or having to answer questions. Policies to many managers are kind of fuzzy and they don’t want to be seen as not knowing something – we provided them with a little book of policies that they could keep in their pockets and refer to when asked: each policy was summarized and provided enough information to get by. It gets them comfortable answering policy questions and makes them a go-to person for those questions. And they’re reluctant because they don’t feel comfortable engaging in those kinds of conversations – mostly, they should listen and say ‘what’ instead of ‘why’. That’s less threatening. And if they then ask “tell me more” they’ll get the kind of information they need to improve their effectiveness. And be seen as one of the good guys, one of ‘us’ rather than one of ‘them’. That’s a good thing. That’s a good reason to get out of your office and ‘walk the floor’. Managing is more about relationships and trust than it is about a title and authority. Be engaged with your employees today.

 

Lauren Esposito is the Assistant Curator and Schlinger Chair of Arachnology at the California Academy of Sciences. 

Be fair...

I am always interested in how companies and their managers make decisions. I often find that HR leaders preach the need for consistency while line managers look for a little “wiggle room” when making policy-related decisions. The answer to this dichotomy is found in the concept of fairness. Rather than sticking strictly to the letter of the policies, managers must consider the intent and then be judicious and fair. To do that, they need to be engaged with their employees and do more listening than talking. They need to consider the nuances and personalities “on the floor”, be mindful of past practices, consider all the facts, and weigh these variables carefully. Don’t get stuck in opinions of who’s involved – that’s a trap. And remember that when managing people, one size rarely fits all. If the facts are the same, be consistent. But if they’re different, vary the decision accordingly. That’s being relatively consistent while also being fair. If other employees question the inconsistency, defend the concept of fairness. And if managers are uncomfortable thinking like that, remind them that they wanted that “wiggle room”. Be flexible, judicious, wise, and fair in your thinking today.

 

James Russell Lowell (1819 – 1891): American Romantic poet, critic, editor, and diplomat; he was associated with the Fireside Poets

Happy 4th of July weekend...

 Amen!

Love life...

A lot of my friends are retiring… some because they can, others because they need to. Many ask me why I don’t. The simple answer is because I don’t want to. I like meeting new people, coaching some and training others. I like writing, these messages and now some books. And I like discovering new things – starting a new online training company that’ll launch soon. But the other part of the answer is that I’m not ready yet to feel like I’m old enough to retire. The energy and persistence related to the things I’m doing help conquer that feeling. And I suspect that’s true for more people than just retiring baby boomers – energy and persistence is what makes entrepreneurs successful, business leaders effective, and lots of others jump out of bed each morning to see what the day might bring. Bottom line: you’ve got to love life and what you do with it – that’s what gives you the courage to face each day, the energy to live it to its fullest, and the persistence to keep going. There may be speed bumps and setbacks, but in the overall scheme of things, they’re small compared to everything else that life throws at us. As we all get ready for the weekend, be excited about spending it with family and friends and enjoy all that you have today.

 

Benjamin Franklin (1706-1790): American Politician, Writer, and Scientist

Put people at ease...

Most people are shy when it comes to talking about themselves. Which is unfortunate since it’s a subject they know they best. Asking an applicant to tell a story about a time when they did something gives interviewers an opportunity to learn something about their behavior and see them as they are: the subject is familiar and easy and allows their personality to come through. But asking an employee to tell a story about something special they might have done at work is much harder for them to do – mostly they don’t want to seem like they’re tooting their own horn. But that’s just the kind of story that companies want, and which others can learn from or be inspired by – the trick is creating a workplace where storytelling is as natural as talking to friends in a casual setting and telling them that same story. About things that often happen when nobody else is around – supervisors especially; it happens at that moment of service between an employee and a customer when it’s just the two of them. Give employees a safe environment where they can talk about it. Supervisors can then get involved and thank or coach them. Other employees can learn from stories like that. Organizations can and should build a culture around storytelling. Make it easy for your employees to talk about themselves today. 

 

Jose Antonio Vargas (born 1981): Philippine American journalist, filmmaker, and immigration rights activist