Empathy matters...

This quote is the key to creating a workplace culture of excellence. Not wage bands or benefit plans. Nor paid time off policies. Understanding, empathy and caring are what create employee trust, respect, satisfaction, and loyalty.  Simple as that. Which is why I find it hard to believe that so few companies get it or practice it. It doesn’t cost money, only a little time. It works in good times, which, in our lifetimes, have been most of the time.  And it works even more in bad times: like the times we’ve been experiencing for the last 9 months. So, before you start your day or send out an email or make a decision, put yourself in their shoes (whoever you’re leading): if they don’t get what you mean, you haven’t done it as well or effectively as you could or should have. Teddy Roosevelt once said: “nobody cares how much you know until they know how much you care”: that pretty much sums up the essence of being an effective leader. We often can’t change what’s going on, but we can change how we act. Be genuinely understanding, empathetic and concerned to keep the train on the rails today.

 

Rob Fess: Co-founder of Apex Trading

Please stop arguing...

There’s so much in the news that we could be talking and arguing about… but we’re still debating about wearing masks. The daily number of new Covid-19 cases and deaths is at an all-time high, hospitals are again full, and front-line workers are more exhausted and at-risk than ever. And yet roughly half the US population doesn’t believe that wearing masks can and will reverse this surge and allow us and the economy to operate under some kind of new normal conditions.  Those truths are incontrovertible. But, 265 days into this pandemic, there it is. Now, hold that thought and think about this: in the midst of all this, Native American casinos have mostly re-opened and diligently enforced wearing masks and social distancing, and they have controlled the spread of this virus to manageable and acceptable levels. That too is incontrovertible. So, if you want to keep your business open to the extent practicable and be able to go out of your home in relative safety, then wear a mask, keep your distance, and wash your hands. And preach those safety practices to your family, friends, colleagues, employees, and customers. It’s as simple and incontrovertible as that. Do that and we will survive the next few months until these new vaccines are readily available to all. Don’t, and who knows how many more will get sick or die. Those are our incontrovertible choices today.

 

Sir Winston Churchill (1874 – 1965): British statesman, army officer, writer and Prime Minister of Great Britain during WWII

Find your inner strength...

 

Last week’s news of Tony Hsieh’s death was sad…the rest of the story was even sadder. He was an immensely successful and charismatic entrepreneur whose life inspired others: the culture he created at Zappos was based on a fun work experience and excellent customer service. Outwardly, he appeared to have it all but, like many successful and driven people, there was a dark side that ultimately led to his demise. The workplace has always been filled with degrees of obsession that can and often lead to depression.  This happens more than we want to admit – many know that my workaholic tendencies led to a breakdown in the mid-90s as I drove myself to do more and be more during the planning process for Bellagio. Fortunately for me, my boss recognized the symptoms and helped guide me towards a path of recovery.  Without that kind of empathetic help, I’m not sure I would have addressed my issues or gotten better. It sounds like Tony lacked that kind of strong and caring hand to point him towards what he needed. In the midst of this pandemic, there are countless others facing despair and depression: family, friends, and business leaders need to know the signs and let them know it’s okay to need and seek help. Pathways to recovery are so very important in helping people find that something inside themselves that is greater than any obstacle. Help people believe in themselves today.

Christian Daa Larson (1874– 1954): American New Thought leader and teacher, as well as a prolific author of metaphysical and New Thought books

Truth shall set us free...

The truth sometimes hurts. Like when someone tells you a truth that you don’t want to hear.  Or when you have to admit the truth, knowing that it might embarrass or hurt. Like saying this virus is a hoax or that following safety practices to protect yourself and others don’t matter. The doctors said this pandemic was going to get worse… and it has. They said limit travel and gatherings, and millions of people ignored that for Thanksgiving… that’s probably going to make it even worse soon. And now that a vaccine is close, some think there’s no need to continue wearing masks or socially distancing… they’re wrong. The number of cases and people in hospitals and deaths are spiking… like they said they would. Listen to the experts, follow their guidance at home and work, and coach your family and friends and employees to do the same. A little honesty and diligence about that now will help flatten the curve again as we wait for the vaccine. It’s hard to keep practicing safety after all this time, but we’ve got to fight off the Covid-19 fatigue and keep going a little bit longer. The danger is worse now than ever. Period! Now is the time for honesty and courage and diligence and compliance.  You won’t regret that today. Period.

Taylor Swift (born 1989): American Singer and Songwriter

How's it going...Part 1...

We’ve all been affected by Covid-19: some people handle it better than others. My daughter is a professional woman and since last March has had to balance that with managing home schooling for her two daughters. We’ve all read about situations like that, but unless you’re working and have kids, you might not realize what its like. Today they spent the day at our house and even though I’ve known about this for months, it didn’t hit me until today what’s that’s really like. My daughter got the kids set up, they logged into class, took breaks, and had virtual after school activities and lessons. All the while their mom was working virtually too, seemingly keeping one eye on work and the other on them. Grandpa didn’t have much to do but watch from the sidelines and play along during the breaks, but still, I was tired out at the end of my first day around this routine.  You probably have employees doing something similar: are you aware, empathetic, and supportive; have you talked with them about the dual roles they’re playing and how it’s affecting them; and have you altered your style and policies to adapt to this phenomenon? It’s time we all got hip to what young families are experiencing as they juggle their lives and responsibilities during this pandemic. It’s time we all helped them see some possibilities rather than letting them feel the weight of these circumstances alone. Do your part today.

Oprah Winfrey (born 1954): American talk show host, television producer, actress, author, and philanthropist

It's down to you and me baby...

When you’re wrong, you know it. There’s no use denying it, especially to yourself. And probably not to others either. It’s been my experience that denials only prolong the reckoning and compound the effort to make things right. Like with this pandemic: as it rages, leaders - of families, businesses and communities, need to reinforce now more than ever the need for people to do what’s right: as in wearing masks, keeping an appropriate distance, and washing their hands. But the real responsibility is on each of us to do those things – every time, all the time. Because if we don’t, the painful truth will be that the trouble that ensues will be our fault, nobody else’s. You own and control your destiny: that’s a given.  But because you own and control the destiny of others, you need to do the right thing and practice these simple safety measures. If you don’t, and someone else suffers, then that will be on you, and no one else. You ready to live with that? So, talk this out with those you’re closest to or responsible for. Make a plan, stick to it, and help everyone survive until the vaccine is available. That’s not too much longer.  That shouldn’t be too hard. So, just do it. And don’t kid yourself if you don’t. Be honest with yourself and live up to your responsibilities today. 

Sophocles (c. 497/6 – winter 406/5 BC): The most celebrated of three ancient Greek tragedians in the city-state of Athens whose plays have survived 

Liar, liar, pants on fire...

An old boss once told me that the difference between a good manager and a great one is his or her ability to communicate. With that in mind, my consulting partner and I just finished recording several new online training courses for managers and supervisors and they’re all about the knowledge and skills needed to communicate effectively. One of the basic premises of these courses is that what we say and do are clear and consistent – that’s how trust is formed.  So, it was particularly poignant that we were recording these courses in the midst of all the campaign communications that were occurring. Most of those were highly partisan and appeared to be less about the truth than about staying on point. Leaders in all facets of our lives should know that communications and actions must be clear and truthful and that there are consequences if they’re not. Maybe politicians can get away with partisan obfuscation, but company leaders are rightfully held to a higher standard: their words and actions matter. In business, employees and customers are always attuned to the clarity and truthfulness of what they’re being told and, when either is missing, they vote with their feet. If you want your employees and customers to stick with you, remember to clearly say what you mean and mean what you say today.

Andrew Carnegie (1835 – 1919): Scottish-American industrialist and philanthropist who made his fortune in the steel industry and gave 90% of it away to charity