Putting on Our Best Selves

5/24/17 Putting on Our Best Selves

Every day, we don a set of clothes of our choosing. People close to us notice. Are our clothes nice? Are they well put together? Do they match the season, and are they appropriate for the social context?  Our outward appearance is a form of our non-verbal communication. What are we projecting- communicating- with our outfit? What do our clothes say about us? 

But... Is our attitude a part of that outfit? Do we “put-on” a certain emotional outlook in the same way we put on clothes? Are we that intentional about our attitude? Should we be more so?

Certainly, there are times when an uncontrolled reaction to a significant event are equally warranted and appropriate (fire, attack, injustice). Most times, though, the world turns more smoothly when we control our reactions and maintain a positive attitude. Because, who benefits when we have a dramatic or unprofessional reaction to an event- especially in the workplace? 

This has been one of my professional growth challenges- to remain professional even if a situation is bad- maybe especially when it is so. Sometimes our coworkers and students find themselves out of control emotionally. Our controlled and solution-oriented response that starts with listening to and assessing a situation may be the first step in reducing the impact of an exigent circumstance. Even if we are feeling out of control, practicing “fake it ‘til you make it” may be the most prudent response.

This is me putting the clothes, face and attitude of my best self. 

Control

5/15/17 Control

You’ll often hear me say, “…Because… there is no one else in the Universe we can control but ourselves.” The main reason I say this so often is because I regularly need to remind myself of this fact- that I must respond to difficult situations with emotions in check.  I need to tell myself to take a deep breath and say the right thing and be the right person. As a professional- colleague and customer service provider- my imperative is to avoid getting drawn in to someone else’s emotional drama. I must remember to “take the high road” when being attacked because the greater good, along with the institution’s and my own reputation are at stake. Having a person to occasionally share venting sessions with is a very helpful way to release some of the emotional pressure that can build up. 

But, ultimately, isn't it up to each of us in each situation to control the only person in the world we can? All the fingers point to… Me. 

We’ve got a Mission and Value for That

5/20/13 We’ve got a Mission and Value for That

Like every other company, we have an app for our organization. Our customers can log-in quickly from a smart phone or tablet to access our app. Got a problem? Yeah, we’ve got an app for that. But what about when the problem is ethical or outside the normal scope of our everyday considerations? We may not have an app for that, but we do have an institutional mission, values, guiding principles, code of professional ethics, laws and regulations, etc. Our organization has decided corporately to adopt a core focus and the philosophy under which literally all of our activities should fall. When any one member of the community strays from the company mission or values, the whole organization could suffer greatly. Jim Collins in Good to Great talked about having the “right people on the bus.” 

To extend the analogy further, I would also make the case that everyone in the organization should know where the bus is going, their role on the bus and what the edges of the road look like that it is supposed to be driving on. So, if the bus begins to veer off the road or turn off on the wrong road, any number of people in the organization can raise an alarm and hold others accountable before the bus goes careening over a cliff. 

Our mission, values and guiding principles delineate the parameters for solving problems, innovating and planning for the future. Got a problem? Yeah, we’ve got a mission and value for that.

Here is the page for the Delta College Mission, Values, Guiding Principles and Vision. http://www.delta.edu/aboutdelta/missionvalues.aspx

Do you know what your company's mission, vision and values are? If you are applying for a job, do you know what that company cares about? If not, make sure you do. 

The Real You

The Real You

I was struck this weekend while hanging out with several dozen high school choir students that the youth of America have really, fully embraced the idea of owning and just being who they are. I observed that they seem to have a sense of self that I would have given anything for in high school. Much of the stereotypical “teen angst” that older generations have always assumed seems to have transitioned into a license for each person to genuinely seek out who they are in the world and various social orders and to just go with it. At forty years old, I’m still not sure if I know who I am in the world. I know that I am still developing and growing. I am moving toward what I feel is my purpose, but also continually seeking to learn more about that purpose.

As I am working to help people in my job, I have to speak with authority that attaining formal education is valuable and a key part of enhanced self-discovery.  I believe this, but I also think it is only a part of the process. I would suggest that a key part of knowing more about oneself lies in embracing the beauty and import of where you are at this very moment. It’s quite a paradox to always be looking for your role in the next thing while simultaneously being present where you are right now. But, both are vital for success. Consider this quote by Seth Goldman, a commencement speaker for the American University in 2010, "If you believe in what you're saying, if you believe in what you're doing, you'll be more effective, more passionate and more authentic in everything you do."

In many ways, doing this job, we’ve got it easy because we do believe what we are saying and doing. We know who we are and why we are here at this moment. And, we continue to move toward finding and accepting who we are going to be and what our purpose will be in the next moment and beyond.  So, our message will be readily accepted because it’s real.

Administrative Office Professionals Day- Have I Told You Lately?

Have I Told You Lately?

(To the tune of Rod Stewart’s version)

Have I told you lately that I appreciate you?
Have I told you there's no one else above you?
You fill my office with brilliance; make a difference for all our students.
Ease student troubles, that's what you do

For our morning coffee in all its glory,
you greet me each day with smiles and support too.
You help to end the blandness; add color to our drabness.
Counteract A/P weakness- that’s what you do.

There's a thanks that is mine.
You lend your ear when I whine
and need some fun.
And at the end of the day
when you’re staying late I’ll say
you’re the one, worth a million.

Have I told you lately that I admire you?
Have I told you we can’t do this without you?
You staff our counters with aptness; help customers to find happiness.
Make a difference, that's what you do.

There's no staff more refined,
And I value your mind
Like… a ton.
And at the end of the day,
I always give thanks and pray
To the One for your passion.

Have I told you lately that we need you?
Have I told you I don’t know how we’d replace you?
You fill my day with laughter, somehow you make workbetter
Ease my troubles, that's what you do

Songwriters: Van Morrison with Dan

Still Optimistic

4/17/17 Still Optimistic

In a world where negativity and apathy abound, it would be very easy to fall into pessimism. But, we mustn’t! Our chosen call is to be a sunbeam of positivity and optimism cutting through today’s fog of uncertainty to a future that is infinitely brighter. The work we do makes a difference for every single person around our constituents. When we help one person to discover, dive into and achieve their dreams, we have thrown a pebble of hope and success into a pond whose ripples will lap at the feet of an entire community standing tenuously on the shore worried about taking the plunge. 

Anne Frank wrote in her diary while hiding from agents of certain death, “How wonderful it is that nobody need wait a single moment before starting to improve the world.” We start, restart and continue today- right now. Thank you for joining with me on this journey to improve the world.  

Better than Golden Customer Service- Platinum!

6/27/12 Better than Golden Customer Service

 

You've heard of the Golden Rule coined by Jesus in the Sermon on the Mount... "In everything, do to others what you would have them do to you." This is a great rule to live by and fine in a customer service environment such as we work daily. But, couldn’t we take this a bit further and adopt the Platinum Rule … "Treat others the way THEY want to be treated." Our job in customer service is to meet our customers’ needs as they perceive them. Our own needs are really not relevant in that interpersonal experience. The customer's own desires are key! But, could we take this even further? Bryan K. Williams, a customer service consultant, coined the idea of the Double Platinum Rule; "Treat others the way they don't even know they want to be treated." Anticipate and meet their needs before they even conceive of them. This is one of the greatest ways to create satisfied and returning customers. We should suggest activities, services or process steps that the customer hadn't considered yet to provide more holistic service than only that within the limited scope of our office or normal daily work. This consideration requires that we make ourselves aware of other offices’ activities and processes besides those in which we normally experience.