WOW Word-Of-the-Week #356: Access
May 31, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #356: Access
Access – being available when needed.
Are you available when your colleagues or staff need you? Do you work for someone that is never around when you need them? Do you feel supported and connected at work?
I received lots of positive feedback on my WOW that featured an excerpt from my husband Chris’ book so I am going to share more over the next several weeks on his chapter featuring, “The Six Guidelines I Ask Of My Direct Reports.”
Guideline #1 – Access to Me
“If he works for us, you work for him.” – Japanese Proverb
“You have access to me for any reason, no matter where I might be or what I’m doing. There is a concept described as “Presenteeism,” simply, it means being there, being present. Availability is the key for us all to feel connected. This is not to say that there is a lack of trust or a need to ask permission but rather it recognizes an importance to feel secure and have support available should it be needed.”
“Even though it’s rarely necessary, it’s always there. Sometimes another opinion is helpful or there is a need for a sounding board. Access includes e-mail, 24/7 phone contact or just walking into my office. The BlackBerry (in my opinion) was the most productive innovation for business since the personal computer.”
“This level of unencumbered access is enhanced when your office door is always open. Keep it open for the purpose of having people walk in uninvited. You’ll be sending a very positive message to all your colleagues; ‘I’m here for you!‘”
“This guideline is all about connectivity. Connectivity allows for free flow of communication and access to one another. That’s how we leverage ourselves and accomplish our goals and work as a team. Communications flow freely when you have the correct data and are able to easily share that information with your colleagues. Each team member, and that includes me, must be available and responsive to one another. If not, break downs occur and high performance simply doesn’t happen. We are not a team unless we are willing to be accountable and accessible to one another. People want to be heard, have a voice in decision-making and they want to be trusted. Without access those needs aren’t met.”
This week’s focus is on access. Do you work for someone whose door always seems to be closed? Or are they never around or always seem to be busy on other things? Are you guilty of having a full voice mail box or responding very late to e-mail messages? Do you have access and feel connected all the time?
Reader Responses
“I am sorry for not having responded to this WOW! I became involved in a project that will take up much of my work time for the next two months. As a result, I have not been there for you. You have not been able to ACCESS me via email. How is that for an apropos response to this column? One of the best things about working in my office is that I have access and open communication with many of my coworkers. We sit close to each other, and if any of us needs anything at all, especially work-related, we can get what we need. It is a great feeling, especially since this is the best group of coworkers I have ever worked with in an office atmosphere. So, I feel grateful to have that kind of access. However, I would not want to be put in a position where anyone from the office could access me via email, pager, twitter, facebook, my space, my page or telephone. All of those devices would be like a leash around my neck and I would never be able to leave work AT WORK. I know too many people, including in my own family, who are constantly in demand and accessible. It takes up whatever free time they have outside of work. That is not worth it. Fortunately, I have a position where I only need to be available to my coworkers Monday through Friday from 8:30 to 5 p.m. Now, if I am needed longer than that, I will work until 7 or 8 p.m. if necessary, so that my coworkers can get what they need. That is a great word, Susan. Thanks for the reminder. Have a wonderful weekend. I am off to see The Moody Blues tomorrow night at the Ravinia Festival in Highland Park, IL. It will be my fifth time seeing the band. The Moodys are great.” – “Warrior” Joe
WOW Word-Of-the-Week #355: Gentitlement
May 24, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #355: Gentitlement
Gentitlement – geriatric entitlement.
Do you know anyone who has lost a limb or is paralyzed? Do you know anyone who has had a hip or knee replacement? Have you witnessed a healthy person take advantage of handicap parking?
Well I am going to apologize if I offend anyone with my “rant” this week. Are you aware that the Baby Boomers are the single largest generation? They make up 28% of the population. Did you know that the oldest ones are turning 65 this year and the youngest ones will turn 65 in 2030?
This Sunday’s LA Times featured an article written by Martha Groves titled, “Placards Can Bring a Curbside Surprise.” In it she writes, “Fraudulent use of disabled parking placards that allow motorists to park for free – or in specially reserves spaces – has exploded in the last decade. 10% of California drivers are legally registered to carry the placards and more than a third of the vehicles displaying the tags – and parking without paying – are doing so illegally says the DMV.”
“The Americans with Disabilities Act was intended to make it more convenient for individuals with missing or paralyzed extremities, impaired vision or heart, circulatory or lung disease to park conveniently and for as long as necessary to visit doctors or run errands.”
My personal experiences with “Gentitlement” included an elderly couple with canes getting early boarding and then walking down the jet way carrying their canes. They were clearly capable of walking without assistance. That miffed me a bit. But then when we were parking at the golf course and viewed the handicapped driver slinging his clubs over his shoulder and walking to the club house, I lost it!
This week let me know how you feel about “Gentitlement.” Have you experienced it? Have you ever thought about the repercussions of 28% of the population having placards because they’re having a hard time walking or getting around? Isn’t that what happens to all of us when we get old? Are these people disabled? Or are they just feeling entitled because they’re getting older? Or are they just abusing the system? Where are all of the law abiding citizens going to park? Will it come down to us being bused from the parking lot to our final destination? Do you have any idea the amount of tax payer dollars and the expense to business owners that violators are causing? Is America becoming an “entitled society?”
Reader Responses
“It is sad when people who are not handicapped try to get away with abusing placards and other privileges, specifically set aside for those who truly are handicapped. What many don’t realize is they are taking a space from a person who really needs it. A number of years ago, former Chicago Bears quarterback Cade McNown abused the privilege of a handicapped placard when he could clearly walk from his car to the Bears training facility. He was caught and called out about it by the local sports media. There are a lot of people who attempt to get away with abusing these privileges, and many times they do. But maybe that is the time we live in today. I don’t know if most people today fell embarrassed if they are caught. Some say, “Oh, I didn’t know.” That really stretches credulity. Others don’t care. I don’t know what it will take, but it is a sad statement on our society these days. Hopefully it will change. Thanks for the word. I hope you had a great holiday. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #354: Vulnerable
May 16, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #354: Vulnerable
Vulnerable – susceptible to criticism; open to constructive feedback.
How receptive are you to constructive feedback? Do you automatically become defensive? Have you ever viewed criticism as positive?
This week I am going share another excerpt from Chris’ book. In the section on Integrity he writes, “The term “courageous authenticity” was coined at our Advanced Management Program. Courageous authenticity means speaking directly even on controversial issues. It means having the courage to surface issues others are reluctant to talk about. It means being bold in meetings.”
“About Leaders being vulnerable: Admitting mistakes publicly makes you a better person in the eyes of others. After all, we all make errors but too many of us have such a large ego that we go on as if it was a good idea and I’m sticking to it or hope it will eventually be forgotten. President Obama recognized that the appointment of Tom Daschle (former U.S. Senator from South Dakota) was a mistake and said publicly, ‘I screwed up!’ Admit the error then move on and take a different course.”
I have had lots of contact with managers, supervisors, and executives over the course of my career. And what I found was, the ones who were vulnerable were much more effective. They seemed “real” and approachable to me. They didn’t have large egos and were willing to listen. They were open to constructive feedback. Despite what you think, being vulnerable is much more powerful than being forceful or attached to only your way of thinking.
This week focus on how being vulnerable makes you feel. Are you comfortable addressing controversial issues? How easy is it to admit that you made an error? Are you willing to speak up even if it means you may be criticized?
Reader Responses
“My bosses and co-workers can see my vulnerability in my face. But they don’t exploit it, they respect it. When I have made mistakes in the past, I have admitted them and gone on to make sure it does not happen again. I agree with the assertion that those who show their vulnerability are approachable. I know first hand that many people I work with are comfortable asking me questions or approaching me. Now, when it comes to confronting controversial issues, I usually work into it. I don’t go full speed ahead. When I am in a comfort level in a meeting, I will phrase whatever questions I have regarding the issue and then diplomatically make my point. As I gain more confidence in the future, I will probably be a little more forceful on those type of issues. In terms of vulnerability in the workplace, we are who we are. Usually, most of us put on our work faces. Because we don’t want to let our guard down it might be more difficult to show the vulnerability. But I have had no problem taking off the mask and just being myself. People around me are more comfortable with who I really am, And that makes me much more comfortable at work. Great word, again, Susan. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #353: Ego
May 10, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #353: Ego
Ego – one’s image of oneself.
Would you say that you have healthy self esteem? Do you constantly seek recognition when you do a good job? Are you quick to acknowledge others for their accomplishments?
“There’s a world of difference between a strong ego, which is essential and a large ego – which is destructive. The guy with the strong ego knows his own strengths. He’s confident. He has a realistic idea of what he can accomplish and he moves purposefully toward his goal. But the guy with the large ego is always looking for recognition. He constantly needs to be patted on the back. He thinks he’s a cut above everybody else, and he talks down to people who work for him.” – Lee Iacocca
Several years back I suggested to my husband Chris that when he retired he might want to write a book on leadership. After all, he had 7000 employees, a $2 billion budget, and was in charge of the largest Kaiser region with over 500,000 members. This week I am sharing an excerpt from his chapter titled, ” Lessons Learned.”
“If you want to be a leader you’ll have to develop a strong ego. People with large egos are always concerned about who gets the credit. Some are so ego toxic that they will take credit for others’ accomplishments. And how very sad. Go out of your way to share the wealth and give credit to your staff where performance warrants it and do it when it happens; don’t wait for the annual performance evaluation.
“You can accomplish anything in life, provided that you don’t mind who gets the credit.” – Harry S. Truman
“I’ve made it a habit to deflect recognition to my direct reports. That builds strong character and honors their value. In the overall picture I view my job as being responsible for safety, people, quality, customers and cost in that order and it is not something I can accomplish alone.”
This week’s focus is on ego. Do you have a large ego or a strong ego? Are you able to let others take all the credit? Have you ever worked for someone who acknowledged your accomplishments?
Reader Responses
“My ego has grown stronger in the years that I have worked as a professional. I am much more conscious of my strengths and weaknesses than I have ever been. Until we have been in the work world for a number of years, we really don’t develop that healthy ego. I have always had a confidence in what I could accomplish in my life, but it took experience in doing it before I really grew in confidence and in ego. I have worked a number of jobs where I did not get credit from my bosses. However, I knew what I had done and how it affected the bottom line. So, in that respect, I never went out of my way to let bosses know what I had accomplished. If they could not see the forest from the trees, there was nothing that I could say or do that would make a difference. The first time that I had really made a point of what I contributed to my firm was when I was at Pizza & Pasta. I knew that the owner of the publishing company was not going to increase my salary unless I told him about what I meant to the firm. When I told him, he said, “Ok. The increase will be in the next check.” And that was that. Frankly, I was surprised that I did not get any pushback or negotiating. However, I have worked for bosses who simply took me for granted, and there was not health or dental benefits. Just a salary. And, in many instances, no compliments. But when it was time to find a new home, with benefits, great salary and other perks, I gave my notice. Those who have large egos are usually insecure. In order for them to feel better about themselves, they have to put others down. It is too bad, but there are a lot of people in executive suites who are just like that. I have made it a habit every day in the office to tell people what a great job they are doing, simply to put a smile on their faces. I can’t tell you how many of them respond by saying, “I wish my boss would tell me that.” Great word, Susan. Let’s keep our egos strong and supportive. Take care.” – “Warrior” Joe
“Sometimes I think you know exactly what inspiration I need for any given week. This one was especially pertinent to an issue in a coaching relationship with someone with a large ego. I hope they recognize themselves. Keep them coming!!’ – Kristie
WOW Word-Of-the-Week #352: Perfect
May 3, 2011 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #352: Perfect
Perfect – excellent and delightful in all respects.
What is the first thought that comes to your mind when you think of the word perfect? Does it only mean setting and reaching extremely high standards? When was the last time you experienced something that was excellent and delightful in all respects?
Two weeks ago my WOW was attention and I must say it created a lot of attention, as I received lots of very positive feedback from my subscribers. Thank you all! And I am proud to say that I practicing what I preach. We spent this weekend with our four grandchildren plus one of their friends and it was very special.
Our Perfect Grandchildren
First, because we had our very first sleepover with our six-year-old twin granddaughters. And second, because our sixteen-year-old grandson asked if he could come too and bring his friend. We were thrilled he even wants to be around us! And third, his thirteen-year-old sister loves to be with her cousins and us too.
What made this weekend so perfect? We all played games together. Twister. Chutes & Ladders. Liar. Fish. There was no TV on and there was no texting or phone calls for the entire night! (Let me just clarify that they did stay up to watch movies after our bedtime.)
We all put our full attention on being together and playing. We even made our first ever Bundt cake together. Then for breakfast we made pancakes and cinnamon buns and played more games. When I was driving back home from dropping off the kids I thought to myself, “This was the most perfect weekend we have ever had with them. We all played and had FUN!” And when I got home my dear sweet husband said, “You were the perfect grandmother.” (I might add that when you have really great kids it’s pretty easy.)
This week focus on creating excellent and delightful experiences. Do your desires and needs come before everyone else’s? How would it feel to give your full attention to doing things that you don’t choose or control? Could you have a perfect weekend without having anything planned?
Reader Responses
“”I loved your thoughts for this week. Your grand children’s picture is adorable.
Grand kids are the BEST !!! Thank you Sooz” – Katie
“I loved your last WOW on PERFECT! Sounds like you did indeed have the perfect weekend with your grand kids. I also loved your challenge to create “excellent and delightful experiences” this week. Will do!” – Sarita
“Susan, sounds like you had a memorable weekend! Good job Grammy! – Sandra
“Perfection is the best goal in the world as long as one realizes that it is never attainable! Everything can always be improved.”- Kevin
“Sounds like Grandma & Grandpa had the most FUN…until they ran out of steam.” – Dick
“My favorite saying is life is what happens between perfect moments! Thanks for sharing your perfect moment. We to have family game nights, so much fun! Hope you continue to have many perfect moments!” – Amy
“I guess we all want to strive for perfection. But because we are all very human, perfection is not really possible. So, I strive for the IDEAL. Whether it be work, home or fun. Not everything in life goes to plan, so we do the best that we can. When I am planning for Kristen’s birthday, there have been times when the best-laid (perfect) plans just did not go well. The restaurant did not spell her first name correctly, even though I slowly spelled it out in the week before we had our reservation. When the waitress came to the table with the fondue sauces, she dropped the ceramic plates and tray in the middle of our table, spilling hot coffee on my lap as shards of plates scattered around us. After we cleaned up and I tried to dry the coffee off my pants, she returned with more items and we had our dinner. We did not make a fuss or give the waitress a hard time. After we had our dessert, the waitress brought the check. We were surprised that no part of the meal was comped, and there was no offer to take care of our dry cleaning bill. So, I paid the bill and we decided that we would just not go to that restaurant again. And we told our friends about the experience as a fair warning. My wife and I assumed that since the manager was not there that evening and the waitress might have been a recent hire that she did not know if she could comp us. These things happen. So, even with my best laid plans, my wife’s birthday celebration – it was Kristen’s 30th – did not work out. I just try to go for the ideal, but I have found in that search that spontaneity can usually provide all of us with ideal endings. I just try to go with the flow. Great word, Susan. Take care.” – “Warrior” Joe
“WHAT FUN! THEY ARE ALL ADORABLE. YOU ARE A PERFECT GRANDMOTHER! LOVE YA, MEAN IT” – ELAINE
Sounds like Grandma & Grandpa had the most FUN…until they ran out of steamJ
Dick