We recently purchased a new home and immediately started adding to the garage.

The day the bricklayers came to add brick to the addition, something didn’t seem quite right…

I looked at it, thought it must be my eyes and walked away.

Then I turned around and came back out, looked at it again and it still didn’t seem quite right.

So I took a picture and then I was sure!

I forwarded the picture below to a few friends and didn’t tell them what to look for and just asked them what they saw.

Most of them saw it too…

Do you see it?

The new brick on the left side of this picture clearly does not match the brick on the house!

It could be redone, so not the end of the world right?

Except everything that needed to happen next was hinging on the brick being done. If the brick was not completed now– there would be a massive domino effect and we’d miss our targeted completion date. And then more domino’s would fall.  As I imagined the impact of each one falling, my adrenaline soared.

Trying to understand what happened, I imagined multiple scenarios:   

1. Did the contractor order the wrong brick?
   • They said no. They were certain they ordered correctly.
2. Did the brick company supply the wrong brick?
   • They said no. They were certain they supplied correctly.

…Except everyone agreed that it didn’t look right.

3. Even if the brick on the house had faded, it was still darker than the new brick. So that didn’t explain anything.

But wait a minute the brick in stacks, that were not on the house yet – did match the house.

4. So maybe the factory mislabeled one stack of the brick – and that just happened to be the stack that went on the back of the addition?

And then we washed the brick.  And guess what? It was indeed the right brick.

And now my brick wall will forever be a reminder that there will be times when:

1.  The truth is camouflaged.  

• I’ve met more than one executive that could not see the truth about the behavior of those closest to them – even when others tried repeatedly to tell them.
• In the book Picking Cotton, Jennifer Thompson Cannino and Ronald Cotton tell the story of her rape, and his false conviction. Because of what the truth “appeared” to be.  Ronald’s build and facial features were similar to those of the actual rapist.  So it was easier for everyone to believe it was him, than to spend more time thoroughly investigating all possibilities.

2.   We need to breathe first, take our time and examine the issue from every angle. 

• Companies have collapsed when titled leaders have been unwilling to dig into issues that took time, and made them uncomfortable.
• Individuals have been falsely accused and imprisoned because broken systems and those in power would not allow a DNA test to be performed.
• Entire groups of people have been treated as if they are less than human because of widely spread urban legends that are believed instead of being investigated.
• Innocent people in our society and in politics are often victimized because it is easier to believe the thing we fear.  And so much harder to dig deeper.

When something interrupts what we expect, we need to ask ourselves what matters more: The truth, our comfort or our ego? And then be willing to consider the possibility that we might be wrong and do a bit more research.

“ When truth is camouflaged:  Innocent people are victimized and others are duped.

“ When the truth is camouflaged:  Smaller issues become big ones.

3.  We should own our mistakes, apologize if necessary, learn from it and move on.

• Sometimes humble pie serves as reminder not to assume the worst about a situation or the outcome. Encouraging us to remember to dig deeper and to control our own thinking and behavior while we are digging.

Please share: Have you ever been 100% sure that you were right – and then discovered that you were wrong?  What did you learn?

Have you ever:

• Participated in conversations about the behavior of certain titled leaders?
• Expressed frustration at situations that seem corrupt, not in line with core values or unfair?
• Wondered why opportunities to problem solve and improve the future were not taken?

Have you ever spoken these words, “Why doesn’t “someone” do something?”  

When the change you want to see isn’t happening “out there”… 

“ What if, YOU are “the someone” that everyone is waiting for?

Below are 21 Reasons that it might be time for YOU to Take Action:

AT WORK – Do YOU see opportunities to:

1. Decrease silos
2. Increase employee engagement and retention
3. Increase customer satisfaction
4. Reduce expenses
5. Reduce risk
6. Limit layoffs
7. Increase profit

IN YOUR COMMUNITY – Do YOU see opportunities to:

1. Build stronger relationships
2. Work together on a shared vision
3. Increase involvement
4. Communicate more effectively
5. Improve the quality of life
6. Increase safety
7. Create a stronger future

IN YOUR NATION – Do YOU see opportunities to:

1. Increase ownership
2. Improve accountability
3. Improve collaboration
4. Grow trust
5. Decrease inefficiency and waste
6. Improve results
7. Make the vision a reality

If you see any of those opportunities.  If you’ve ever said those words.  Who are you waiting for? 

Yes it takes courage to lead up, but…

“ If not YOU, then WHO? #LeadChange

I am convinced that most of the answers workplaces, communities and nations are seeking today are lying dormant inside of their employees, customer and suppliers. …Just waiting to be discovered and unleashed.

Learn More About Leading Up Here

I walked around the corner and into the office. The moment I saw her, I knew I was going to employ her. A high performing employee had referred her.   She was professionally attired, already chatting with others on the team, and I knew that she had an impressive resume.

In spite of everything that looked so positive, I kept the interview consistent with all others. And not surprisingly, she soared through the first few questions.

And then I asked my favorite one. “What are your weaknesses?”

Her response, “I don’t have any.”

Wait, what? She didn’t really say that did she?

I rephrased the question.

She responded, “I used to be bad at public speaking, but I worked at that. I don’t have any other weaknesses.”

I redirected again. Looking for a signal that she knew that she was an imperfect human. That she was coachable. That she could play well on a team.

Negative. She said again that she had no weaknesses.

“ Would you have hired her?

You guessed it. I didn’t hire her.

…And for years, I’ve leveraged that experience to coach job seekers.

But you don’t have to be a job seeker to learn from that story.

Think for a minute about the issues in our world that you are focused on.

How many of the people involved have impressive resumes and look professional?

But in spite of their qualifications they:

• Can’t see or admit that they have weaknesses?
• Are unwilling hear or consider another perspective?

Imperfect humans that think they can do no wrong – fuel division and prevent problem solving.

Their egos don’t foster collaboration or solutions.

“ Our world needs leaders that know that they aren’t perfect.

We need people that listen deeply, knowing that others have witnessed, researched or considered something they haven’t.  Those are the ones that will be willing to work together to solve big issues.

What questions are you asking when you seek out, listen to, employ, promote, elect, and reelect people?

When was the last time you were in a conversation, and heard someone use the word “ALL” to describe the beliefs or behavior of an entire group of humans?

How many articles have filled your screens in the last week that emphasized all the reasons you should mistrust, disregard, or fear an entire group of people?

I’m deeply troubled about the volume of educated, intelligent, caring people that are having these conversations and sharing these articles and this is why…

Throughout history the word “ALL has been leveraged to:

1. Box and dehumanize entire groups of people
2. Fuel fear, judgment and anger
3. Shut down critical thinking
4. Increase distrust
5. Intensify division

“ Wise people don’t let others manipulate their thinking, behavior or results.

Today it is often being leveraged to convince you that “ALL“:

• ___  Executives are unwilling to receive feedback
• ___  Frontline employees are unwilling and unable to solve problems
• ___  Police Officers are unethical
• ___  Government offices are inefficient
• ___  Politicians are crooked
• ___  Home-schooled children are anti-social
• ___  Poor people are lazy
• ___  Wealthy people are selfish and greedy
• ___  Brown men are bad fathers
• ___  White men are racist
• ___  Saudi men are unwilling to support the dreams of their wives and daughters
• ___  Christians are hateful
• ___  Muslims are terrorists
• ___  Conservatives are racist
• ___  Liberals want to destroy your nation
• __________________________(Fill in the blank.)

What a list of word grenades! 

So why do we rage against being thrown into one of those boxes and labeled, and tossed aside?

And then judge ourselves by our intentions while failing to consider the intentions of others?

“ Sensible people listen to individuals and seek to understand.

Instead of just reading history, what if we LEARNED from it?

Propaganda has been used to impact thinking in every corner of the world, through all times.  Chains, paint, nakedness, skin color, smaller eyes, yellow stars, tattoos, head scarves, jewelry, the color of someone’s passport – have all been leveraged to convince people  that “everyone who looks human is not human.”

You don’t have to blindly accept everything and you don’t have to be manipulated by the “Box of ALL”.

Alarms should go off in every cell of your body when you hear that word in a conversation and see that word in print.

When those alarms are triggered:  Listen, research, and think.  Then challenge the narrative and help others see people instead of boxes.

“ Highly effective people tear off labels, kick open boxes, and bring people together.

Conversation Safari Workshops are designed to:

Help people challenge the narrative and while helping organizations engage people and grow.

Contact Chery to learn more 832-557-5327

Every human on the planet will be tempted by pride.

Behind that little word is a fire that has the power to destroy potential, character, callings, and lives.

Below are three critical things to remember, when pride woos you:

1. Your calling can become your idol if you let it

You were born with unique gifts and a big dream to serve others.

On your way to your big dream you may receive lots of positive feedback about what you are capable of, and your passion for your cause.

There is both sweetness and a danger in that praise:

• The sweetness comes with the affirmation that you were born for this.
• The danger comes when the positive press distracts you.

Distraction comes like a sudden craving. It is swift and subtle– and has the power to shift the focus of even the most humble and sincere.

In a flash, the hunger for more praise can become the driving reason you act. And as you feed that craving it consumes you. Making you less and less qualified and able to serve.

Ultimately replacing the people and the cause you care about with yourself.

“ When pride comes, then comes disgrace. —PROVERBS

2. Heed the wisdom of truth speakers

As you work to make your dream a reality you will meet people who believe in you, your potential and your vision.

Some of those people will also be able to see gaps in your skills, your choices or your character. (I know that’s uncomfortable. But you’re human and gaps are a part of the gig, so grit up and keep reading.)

If someone has the courage to speak to you about those gaps – consider:

• Have they taken the time to share this with you, because they believe you are worth investing in?
• What are you risking if you don’t carefully consider what they are sharing?
• What will you gain if you accept their coaching?

“ The one that hears correction, possesses wisdom. —PROVERBS

3. Protect yourself with a “strategic sandwich”

Imagine that you play professional football for a living.

• If you won game, after game, after game and everyone was praising your uncommon ability.  Would you be tempted, even a little bit, to believe the press you are getting?
• If you played a critical game terribly and received tons of negative press   Would you struggle, to recover?

When Tim Tebow was playing for the NFL, he protected his character from the dangers of pride with a “strategic sandwich” that would help him stay focused on the mission and on others when he was most vulnerable to the temptation of pride.

Tim started a foundation for critically ill children and would spend time before and after each game with children that had life threatening illnesses and their families.    

• Before he walked on the field to play a game he was reminded how precious life was, what a blessing it is to have the love and support of a family, and how much he had to be thankful for.
• When each game ended, no matter how he played, no matter how the team played, he was reminded again of all that he had been given.
• His time with those children and their families, helped him stay humble by keeping his focus on others instead of on himself.
• And each time he stepped onto the field, he would kneel to give thanks to the one that gave it all to him.

If you live your life as if everything is about you… You will be left with just that.  Just you.  -Toby Mac

How do you protect yourself from the woo of pride?

We’ve all been there…

When our boss hires a friend:

• Then the friend leverages that relationship to charm their way out of responsibility and accountability.

When laws are created for the good of all:

• But certain groups are consistently exempt from the law.

When an executive relocates:

• And thinks company policy does not apply to him.

Inconsistency is unfair and confusing.  It creates stress, erodes trust, increases frustration, wears people out, decreases ownership and limits potential.

On the flip side of that, fairness:

1. Helps people feel heard, seen and considered
2. Tears down walls of self-protection
3. Encourages conversations
4. Increases understanding
5. Builds trust
6. Fuels collaboration
7. Unleashes energy and engagement
8. Creates positive change
9. Builds momentum
10. Maximizes results

A leader I’ve admired for many years received this feedback when he decided to run for a public office, “I have known him a long time and have done business with him on several occasions. I have to say he always treated me fair. I did not always get my way, but he always, treated me fair. …That’s just the way he is and how he does business, fair & square.”

“ That kind of fairness: Positively impacts people, problem solving and growth.

Yet so many leaders fail to cultivate fairness in their organizations.

Patrick Lencioni points out one very important reason why titled leaders often avoid simple but effective solutions:

..Simple solutions usually require discipline and hard work over time, while the sophisticated ones seem like shiny silver bullets, capable of making a problem go away in one innovative shot.

“ Fairness is hard work.

It requires focus, effort, consistency, and humility.

But the impact is worth the effort.

Have you ever made a strategic effort to be consistent, fair and explainable?

If not – why not make it your goal for the New Year?  (2018 will be very different from 2017 if you do!)

Got a Leadership Question – Contact Chery

A brilliant woman that has been actively serving her community for years – is well known and highly regarded. In spite of that, she will occasionally admit that she struggles with imposter syndrome.

Another woman has chosen to share many of her golden years volunteering in several political roles. She is quick to emphasize how little she knew about politics when she got involved, and how much more she has to learn. In spite of all she doesn’t know, she is often surprised when people all across her state know her name and are recognizing her knowledge and contributions.

Here’s what both ladies don’t realize:

• It is their curiosity that continually fuels their learning.
• And as their knowledge continues to increase they are sharing passion and information with skill AND humility – a combination that earns both of them great respect while inspiring others.

There’s this basic circuit in the brain that energizes people to go out and get things that are intrinsically rewarding,  this circuit lights up when we get money, or candy. It also lights up when we’re curious.  –Dr. Charan Ranganath

On the flip side of being curious there are those that think they know all they need to know and have stopped exploring.

They are:

• Titled leaders that smell smoke within their organizations – but fail to follow it to the source.
• Those that form an opinion and refuse to consider another perspective. (Even if their opinions are based on a lifetime of what they’ve always done instead of on new information, trends or markets.)
• Leaders of companies that continue to lay people off – year after year after year.
• People that forward images and headlines on Social Media without reading the articles or investigating alternate sources of information – while expressing concern about the division in our world.

“ Strangely, being someone who ‘knows’ can interfere with being someone who ‘learns’. —MATTHEW D. LIEBERMAN PH.D.

Read more.

Those that prioritize curiosity over knowledge:

1. Have more fun
2. Seek the truth
3. Confront brutal facts
4. Learn faster
5. Acquire more knowledge
6. Are more humble
7. Build stronger relationships
8. Uncover root causes
9. Solve bigger problems
10. Make a greater difference

“ The humble keep their notebooks open, because they believe they can learn something from everyone. —CAREY NIEUWHOF

Read more.

How about you…

• Have you ever allowed your knowledge to kill your curiosity?
• How did that impact your joy, learning, relationships, growth or impact?
• Is it time to make a change?

Viktor Frankl survived a concentration camp and said this…

Forces beyond your control can take away everything you possess except one thing, your freedom to choose how you will respond to the situation.

Post Charlottesville conflict continues to fill the airwaves and cyberspace, encouraging chaos and division.

…So how have you been responding?  Are you:

1. Denying that this conflict is impacting real lives, workplaces and communities?
2. Pushing your perspective on others?
3. Sitting in silence and worrying about it?
4. Studying the issues, and then carrying your candle into the darkness, determined to be a part of the solution?

IF YOU SEEK TO BE A PART OF THE SOLUTION:

The process below will help you fully leverage your freedom, while strategically using both your mind and your heart.

Seek FIRST to UNDERSTAND:

1. Your perception and my perception don’t have to be the same to be real to each one of us.
2. You’re NOT listening to someone if you respond by saying,  “It wasn’t me.” – Or – “Look – they are just as bad.”

“ A wise man will hear and increase learning. -Proverbs

CHOOSE COMPASSION:

Sit with those you don’t understand or agree with and listen. Use your ears and your heart, honoring the experiences that are driving their emotions.

1. How old are they?
2. Where have they lived and traveled?
3. How have they personally experienced hate? – Or – How have they been taught to hate?
4. How many years have they been experiencing hate? – Or – Been focused on hateful propaganda?
5. How long does it take you to forgive intentional hate? – Or – Consider a new perspective?

Now let everything they shared soak in.

Did you hear anything you had not considered before? How has your knowledge, compassion and understanding increased?

THINK CRITICALLY:

Deeply consider current events and historical facts.

1. As you review current publications – Are you reading and considering all sides to a story? Are you mindful of specific examples throughout history – where evil people manipulated violence and death to spin the narrative and control the outcome?  Do you identify false news – especially when it is saying what you want to believe or are you being manipulated?
2. If you are struggling with hate speech – Have you ever considered why we have freedom of speech?  How do you use your freedom of speech? Do you know what it is like to live where speaking what you believe is restricted? Have you studied what has happened in countries where this freedom has been taken away? Can you separate hateful speech from hateful acts?
3. When preserving history is important to you – Will you review how history has been preserved in your community? Is the whole story being told about the imperfect humans from different races that shaped our country? …Or are there better ways to do this?

NOW CHOOSE YOUR RESPONSE:

Don’t be surprised if you learn something that softens your heart, or alters your thinking.  Slightly or significantly.  You are growing.

Your brain is  wired to learn. So whatever you think stirs your emotions. Those emotions then direct your behavior and ultimately create your results.

THEN LOOK FOR LIGHT AND SHARE IT:    

Now focus on discovering and sharing how people are communicating, working together and finding solutions –  by doing so, you are sharing vision, offering hope, and generating more light.

One candle illuminates the darkness.

One person can make a difference.

Be that one.

I have used this process with many divisive issues.  Each time has led to a different result.

• Sometimes I started on an uninformed fence, and ended up with an informed opinion.
• Other times, I started in one place, and ended in another.
• And in other situations, my heart has softened greatly toward those that hold a different opinion, even though my mind still holds many of my original views.

If you decide to continue reading below, I will share where this issue has taken me.  

My objective is NOT for you to agree with me.  Instead I want to: 

• Emphasize the importance of leveraging our uncommon freedom – to listen, think, speak, collaborate, learn and problem solve.
• Spotlight the wisdom that comes from strategically balancing the use of both your heart and your brain when these issues arise.

 I’d love to hear from you as you work this process: Where did you start? What are you learning? How are you sharing those learning’s with others?

When New Orleans considered removing Confederate statues:

• I thought of the way the Nazis controlled what people learned – so that they could manipulate what people thought and how they would respond.  As a result, my immediate reaction was that we can’t learn from erased and sanitized history – therefore it would be dangerous and unwise to remove statues.

MY HISTORICAL FILTERS:

I was raised in a state that is 90% white and although I was not surrounded by diversity, I was taught to love my neighbor as myself.

As a child I raged about slavery and racism – but viewed it all as historical.  Almost as if someone had waved a magic wand and suddenly racism disappeared.  (Not at all logical, but what my heart wanted to believe.)

SEEKING FIRST TO UNDERSTAND and CHOOSING COMPASSION:

As an adult I moved to a southern state, and new friends helped me understand that when they were children it was illegal for them to:

1. Use a toilet or to drink from a fountain for white people
2. Eat in particular restaurants and limited seating in other restaurants
3. Attend school with white children
4. Marry a white person
5. Vote

LEARNING: My friends have scars from years of their lives – living what I have only imagined.

A few years later I moved to another southern state and discovered that one of my black friends was afraid to go to a neighboring city in the daylight because the KKK is still terrorizing people there. A few weeks later, a white friend shared that when he moved to the area from another state that he had invited black friends to his home and the KKK warned him not to do it again.

LEARNING: Some of my friends are still living – what I have only imagined.  

Most recently, I spent 4 years living overseas. During that time I lived near and worked with people from more than 50 nations in our world. And deeply treasured our conversations, sharing food, traditions, and learning about each other.

Although most of my experiences were filled with great love and are deeply cherished, I consistently witnessed people from one nation bullying and manipulating people from multiple nations, races and religions.  In each of those moments, I was faced with the choice to believe that every single person from that nation is evil, or to look for the good. I chose the latter. At first I was only able to count 5% of the people I knew from that nation as compassionate, caring and trustworthy. With focused effort that percentage increased to 25%.

LEARNING: If the majority the interactions I had with people of a particular race, nationality or uniform throughout my entire lifetime were negative – Could I still make the hard choice to continue to look for the ones that aren’t like that? Or would I be even a little bit tempted to make the easy assumption that all of them are bad?

THINKING CRITICALLY:

As I explored all sides of this issue I was greatly influenced by a speech given by Mitch Landrieu, the Mayor of New Orleans about why he was removing the statues. It is important to note that I didn’t expect Mitch’s speech to impact my thinking.  I thought he would offer some lame excuse for removing the statues. But his logic resonated. This is some of what he said…

New Orleans is truly a city of many nations, a melting pot, a bubbling caldron of many cultures. There is no other place quite like it in the world that so eloquently exemplifies the uniquely American motto: e pluribus unum — out of many we are one. But there are also other truths about our city that we must confront. New Orleans was America’s largest slave market: a port where hundreds of thousands of souls were bought, sold and shipped up the Mississippi River to lives of forced labor of misery of rape, of torture. America was the place where nearly 4000 of our fellow citizens were lynched, 540 alone in Louisiana; where the courts enshrined ‘separate but equal’; where Freedom riders coming to New Orleans were beaten to a bloody pulp. So when people say to me that the monuments in question are history, well what I just described is real history as well, and it is the searing truth.

And it immediately begs the questions, why there are no slave ship monuments, no prominent markers on public land to remember the lynchings or the slave blocks; nothing to remember this long chapter of our lives; the pain, the sacrifice, the shame… all of it happening on the soil of New Orleans. So for those self-appointed defenders of history and the monuments, they are eerily silent on what amounts to this historical malfeasance, a lie by omission. There is a difference between remembrance of history and reverence of it.

For America and New Orleans, it has been a long, winding road, marked by great tragedy and great triumph. But we cannot be afraid of our truth. As President George W. Bush said at the dedication ceremony for the National Museum of African American History & Culture, “A great nation does not hide its history. It faces its flaws and corrects them.

…Consider these monuments from the perspective of an African American mother or father trying to explain to their fifth grade daughter who Robert E. Lee is and why he stands atop of our beautiful city. Can you do it? Can you look into that young girl’s eyes and convince her that Robert E. Lee is there to encourage her? Do you think she will feel inspired and hopeful by that story? Do these monuments help her see a future with limitless potential? Have you ever thought that if her potential is limited, yours and mine are too? We all know the answer to these very simple questions. When you look into this child’s eyes is the moment when the searing truth comes into focus for us.”

As I pondered his comments, I thought about Holocaust Museums that include the star that every Jew had to wear and Nazi uniforms, flags, and propaganda that helped Hitler promote his agenda. None of it is sanitized, but it is placed in context so we can all learn from it without honoring evil.

Further reading uncovered additional perspectives that have provided more food for thought:

1. Thomas Tappan Thompson the designer of the Confederate flag wrote several editorials about his design,  “As a people, we are fighting to maintain the Heaven-ordained supremacy of the white man over the inferior or colored race; a white flag would thus be emblematical of our cause.”
2. General Robert E. Lee actively discouraged memorializing the confederacy, “I think it wiser,” the retired military leader wrote about a proposed Gettysburg memorial in 1869, “…not to keep open the sores of war but to follow the examples of those nations who endeavored to obliterate the marks of civil strife, to commit to oblivion the feelings engendered.”
3. In Germany there are no statues to honor Nazi leaders and it is illegal to fly the Nazi flag unless it is for historical or film purposes.

CHOOSING MY RESPONSE:

People matter: Red, yellow, black or white. ALL are created by God and precious in His sight. ALL are my neighbors. And ALL make our world richer. Racism and hate don’t belong our multi-cultural country or in our world. So I will stand against it will every cell in my body.

The whole truth matters: There is a way to tell the story of strategic minds, and people who fought causes that they believed were honorable – while emphasizing that it is a failed caused, and that the oppression of others is evil. That story gets richer and more valuable when we are equally devoted to sharing the stories of those that were oppressed, those that fought for freedom, and how all cultures and races impacted our nation.

We can do better.

“ Solutions are found when we seek the whole truth and love.

Image Credits:  Fotolia, iStock

“ Bridge builders close gaps between people and purpose.

Bridge Builders listen to the perspectives of others, instead of fearing their knowledge, experiences and convictions.

With vision, respect and wisdom they connect:

• Front lines and executives
• Teams across silos
• Customers and the organizations that serve them
• Individuals
• Communities
• Nations

As a result, productive conversations across races, religions, and even cultural and political differences are possible.

Bridge Builders:

1. See people not labels
2. Step into the tension between what is, and what could be
3. Explore instead of interrogating
4. Listen to what is NOT being said, as much as what IS being said
5. Recognize pain points
6. Teach truth seeking and critical thinking
7. Increase compassion and understanding
8. Emphasize common ground
9. Encourage collaboration
10. Facilitate problem solving

When a bridge is built:

• People collaborate instead of blocking progress
• Solutions are found
• Healing begins
• Hope is restored
• Growth happens
• Synergy is unleashed
• More bridges are constructed

Our families, workplaces and world need more bridge builders.

If you’d like to make a greater difference, follow the links below to learn more about building bridges with those around you:

• Your boss
• Executives
• Employees
• Peers
• Customers
• A very diverse group of people and opposing views
• A family member that thinks differently
• A new contact who thinks differently
• A complete stranger who thinks differently

Please share:  How has a bridge builder helped you to consider another perspective?  How has that new perspective changed your thinking, your behavior, or your results?

I recently went into a store to pick up an order for someone else. When I arrived, I asked for the supervisor of that department by name. She was gone for the day, so a teenager tried to assist me and I proceeded to ask for the order by name and then by description.

The teen was was unaware of the order and asked her two coworkers for help. (Both of them were in their late 50’s.)

Her coworkers just shrugged, said they didn’t know anything and walked away.

“ Is the generational diversity of your employees impacting your customers?

So the teenager looked everywhere she could think of, and then asked one of her coworkers for help again.

The elder woman snapped at her and walked away again.

The teenager’s voice quivered a bit but she stayed in the game and said, “I don’t know where to look or how to help the customer, you have been here longer than any of us, so you should know the most. I need your help.”

“ Great service people own the problem and involve others, until a solution is found.

I was in awe. It was clear that the teen was frustrated. Heck, I was frustrated with her. But she didn’t give up. She didn’t get nasty. She gritted up, got the help she needed, and I left a few minutes later with the order.

Popular perceptions often indicate that younger generations are the cause of teamwork issues in the workplace.

“ Blaming the generational gap for workplace issues won’t make your company healthier.

What if they are symptoms of a greater opportunity?

Taking the time to understand root causes and doing something about them will help the team experience less frustration, serve customers more effectively and generate higher profits.

Below are 6 places to start:

1. Employee retention:  Is this a daily experience for the teen and if so, how long will she stay in this role?
2. Historical behavior of the teens:  How often have the other teens in the store taken this kind of ownership or do many of them live up to the perception that teens are irresponsible, disrespectful and immature?
3. Historical behavior of the oldest generation: How often have the more mature and experienced members of the staff acted like roadblocks instead of being mentors?
4. Vision:  Has management ever brought the team together and emphasized the value of their diversity as a team? (*See below.)
5. Training and development:  What kind of customer service and teamwork training has titled leadership provided to the staff?
6. Communication and accountability:  Have processes ever been put in place that keep both the team and management informed?  Are those processes used?  How are those processes evaluated?

If you were leading this team what would you do?

* In a recent article about diversity LaRae Quy stated that, “Research has shown that it is a good idea to highlight differences because this tends to make those differences be taken seriously by all members of the team. These were the teams that came up with better ideas than homogenous teams. But, only when they were told to listen to, and respect, the perspectives of their teammates.”