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attitude

Leaders Unexpected

by Jen Kuhn on January 3, 2011

“Hope is like peace.  It is not a gift from God.  It is a gift only we can give one another.” ~Elie Wiesel

There is much discussion about leadership, the characteristics of a leader and entire blogs, books and businesses dedicated to the topic. The tendency is to focus on people in positions of leadership, with titles that ooze authority: CEO, CFO, COO, Executive Vice President, District Regional Manager of the World, etc.  The debate lingers on whether the titles parallel the behaviors of a leader, with many sidebar debates thrown in for good measure.

As Kelly and I reflected upon milestones of the past year, we kept returning to one particular client.  We were asked to facilitate a 4 hour leadership seminar to a high school student council consisting of 48 students. I had a conference call with two of the advisers: Principal of St. Francis DeSales High School, Dan Garrick, and Community Relations Director, Karen Cofojohn.  The conversation started like most initial client contact calls: a needs analysis, logistics, primary expectations for the session, etc.  And that’s where the similarities ended.

Dan and Karen lured me in with their calm demeanor.  Suddenly…shazam!  Their ideas and aspirations for these students were unending.  They wanted them to have an experience that would alter how they viewed their role in student council, taking it from a faculty/adviser driven group to the lofty status of student government.  That is a huge leap…in 4 semesters, let alone, 4 hours!  Student governments are just that: governed by the students.  That requires a level of leadership, commitment, effort, and awareness not often attributed to an average group of high school students.  Many schools claim to have a student government, but typically they are just glorified student councils.  It’s not a question of semantics, it’s a matter of culture, behavior and leadership.  By the end of the call, Dan and Karen had me raring to go…until I called Kelly.  Reality check: we have 4 hours.

Well, we are The Experience Factor.  Let’s create an experience. And let’s get some more coffee and Diet Coke…STAT!

As Kelly and I prepared the room at the site of the event, a yellow school bus loomed in the distance. Students came filing in, loud, excited, eager.  The first thing we noticed: students asking, “How can we help you?”  Seriously?  We facilitate events with adults all over the nation and that is rarely the first question we hear.  It’s usually, “Are we getting lunch?”  These students didn’t even flinch at our assigned seating!  For most of them, having just been elected, this was their first time meeting each other and we were already challenging their comfort zone.  Not a single complaint.

These students created an amazing experience…for us.  They opened our eyes to the possibilities of the future of leadership.  They demonstrated and verbalized insights we had not imagined.  They were able to identify people in their own lives, and throughout history that represented the qualities of leadership to which they aspire.  They mentioned parents, teachers, mentors, coaches, historical figures, neighbors, relatives…the type of leader they want to emulate.

They participated in discussions, activities and challenges with enthusiasm, willingness and courage.  These students represented the ideal characteristics of leadership.  The most exciting thing about the session was literally their excitement!  Imagine a company filled with employees dedicated to making every moment of the day an event, an experience, a representation of their best self.  That’s what these students accomplished. We gave them tasks to complete: they did so with creativity, collaboration and energy.  We gave them questions to answer: they did so with openness, transparency and wisdom.  We gave them challenges to test their comfort zone: they did so with trust, courage and integrity.

Many of these students will one day hold a title that signifies a position of leadership and authority.  Our hope is that they remain true to their current selves, do not become jaded by corporate policy or seduced by power.  Leadership starts early.  Excellent leadership starts at schools like St. Francis DeSales where they are committed to the growth and development of students who will live with integrity and act with compassion.

Our thanks goes to each of the students that participated in that 4 hour session.  They renewed our faith in the possibilities of expanding the dialog of leadership to a younger generation.  And most noteworthy, they gave us hope.

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Respect THIS.

by Jen Kuhn on October 25, 2010

Self-absorbed leaders of the world: You are done.  Over-cooked. Fried. Put a fork in yourself.  Or, please, seriously, please, let me. 

Just this weekend I heard a supposed “leader” DEMAND respect from his “subordinate”! *Eavesdrop moment*: “You must respect me! I am your BOSS.” The demand was based solely upon TITLE.  Seriously?  That works for you?  Excuse me while I throw up a little in my mouth.

R-E-S-P-E-C-T!  Find out what it means to me!

Let’s start with:

Behaviors: Don’t say one thing and live/do another. Your title can sit in the bottom of my toilet…with the rest of the sh-tuff.  EARN respect.

Attitude: Ummm, nursery rhymes have a “king of the castle”.  Move on, please. EARN respect.

Fear: You may be the big dog, but you ain’t the only dog.  By the way, you might want to wipe that drool, you’re starting to froth at the mouth. EARN respect.

Ultimatums: Trump! You lose! Play that big card and wait til you see what I’ve been holding.  Don’t ever mistake my compassion for weakness. EARN respect.

Duplicity: If you choose to live without integrity, don’t expect me to follow along.  You are so FLAGRANT you’re see-through.  EARN respect.

If you must demand respect, you have NOT earned respect.  Get a clue.  See a therapist.  Or, could you just this once, for old times sake, be self-reflective? Nah, see a therapist.  Who are we kidding here?  If you think your title/name/job/status/etc EARNS you respect, then you need to start over.  Way over. If you don’t know what I’m saying, then this probably applies to YOU!

Blind compliance brings abuse of power, genocide, terrorism, ignorance, enabling, fear, corruption and all sorts of nastiness.  If you CANNOT or CHOOSE NOT to lead with integrity, compassion, morality, nobility, honesty, gentleness, understanding, empathy, sincerity, transparency, insight, wisdom, peace, courage, dignity,  perception and acceptance…THEN PLEASE, step down.  Accept who you are, and move along.  We NEED more.  We do NOT judge.  We just know what we NEED.

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13 Steps

by Jen Kuhn on October 22, 2010

Sometimes, doing the right thing or making a difference requires amazing courage and presence of mind.  I think of Martin Luther King, Jr., Rosa Parks, Eleanor Roosevelt, Mahatma Gandhi.  Clearly, there are many more.  These people come to mind based upon my world view, upbringing, education and life experiences.    I’m certain these elements serve as the foundation for most people as they determine people they admire.

There are others who never make the news or a “substantial” mark in history who also do the right thing and make a difference.  Through small acts of kindness, integrity, altruistic behaviors and sacrifice they impact the world.

I was speaking with my mom about some of her high school students.  She teaches a course on Social Justice.  She mentioned to each of her classes that a local food pantry needed some evening volunteers to carry bags of food up a flight of stairs: 13 steps.  The need presented itself because most of the volunteers filling the bags are senior citizens, and though they are able to carry the bags up the steps, it would make a difference to have some assistance.

The students understood the need.  Several volunteered immediately, writing their names on the sign-up sheet.  Yet there was a pattern.  Most Friday nights remained empty on the sheet.  Ah, teenagers.  Friday night is high school football games, parties and social mayhem at it’s best!

My mom understood and was simply impressed with the students who volunteered for any night.  Their willingness to make a sacrifice during the stereotypical age of self-absorption was not lost on her.  She does not buy into the stereotype and is frequently in her students’ awe.  She was proud of them for volunteering.  By the end of the day, more students walked into her class to sign up…and the Friday night slots were filled.  13 steps.

13 steps may not seem like much, but it will make a world of difference.  Are you willing to take 13 steps?  Where will they take you?

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The Untapped Market of Customer Service

by Jen Kuhn on April 14, 2010

I find little evidence of a positive customer service trend in businesses today.  I look for it at every opportunity.  I’m like a scientist, analyzing the data and concluding that most employees and companies don’t give a rip about their customers.  The average consumer receives below average service.  I’ve conducted scientific research.  The data supports my findings.  My research is highly respected in the scientific community.  The technical term for this scientific approach is called “shopping”.  I’ve listed behaviors of employees that support the fact that excellent customer service is an untapped market:

1. Argue with me:

If I present a problem or issue with your service or product, arguing with me makes you look bad.  Don’t give me excuses, show me results.  Remember: The customer may not always be right, but we must always do right by the customer.

2. Throw a policy at me:

“I’m sorry, that’s our policy.” Really? That’s all you got? Puh-leaze. Managers throughout the world, hear me roar, “Don’t let those words come out of your employees’ mouths ever again!”  If you have to quote a policy to me then you should not be in business. Seriously, hand over the keys to the store and let’s shut ‘er down. Customer service is about explaining the policy, not quoting it. If you don’t understand the necessity of the policy maybe you should consider changing it or learn why it’s important. If you’re still lost, ask yourself: does this policy protect our customers?

    3. Memorize your lines:

    You’re an employee, not an actor. What’s with the script? An employee from my bank recently called me in an attempt to sell me some kind of insurance.  It was so obvious he was reading a script. “Hello, *insert name here*, I’m calling to tell you about *insert product here*. This will help your children and spouse in case of your untimely death.” Wow, sign me up.  The fact that I don’t have children or a spouse seems to elude you.  And call me crazy, but I would never consider my death “timely”.  Please, take the time to know what you are offering without the need for a script.  Show me you care and maybe I’ll listen.

      These are just 3 customer service behaviors that drive customers away.  Imagine how many more exist within your company. By improving your customer service you will be tapping into a market that many businesses have overlooked.  Go for it! Your bottom line depends on it.

      Please share your thoughts on customer service gone awry.  What drives you crazy?  Is it a short drive?  We’d love to hear your thoughts…

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      Wanted: Inspiration

      by Jen Kuhn on March 28, 2010

      “I’ll be more enthusiastic about encouraging thinking outside the box when there’s evidence of any thinking going on inside it.” ~Terry Pratchett

      I’m sitting in a hotel room.  It looks exactly like the one I was in last week. That idea comforts and disturbs me.  I could be anywhere.  Yet according to this ad, this is what business travel looks like: YouTube Preview Image

      Yep, that’s me, prancing across the lobby. If that’s supposed to be my check-in experience, I’m doing something wrong.  Yet when I checked-in this morning, there was a difference: the person working at the front desk (Jimmy).  His attitude pulled me out of what I call my “travel apathy” (if you say it really fast, it’s one word).  You just said it 3 times, didn’t you?

      He noted I’d been a guest here before and welcomed me back.  I responded politely (that’s travel apathy). He asks, “What do you do that allows you to travel so much?”  I gave him the 30 second, canned version (what’s it called? Yep…travel apathy).  He gave me a great big smile, “That must be so much fun! AND you get to travel.” Someone drank the kool-aid.

      Suddenly I felt like I owed him more than polite responses, because he was connecting, being real, being human.  And…he knocked the travel apathy right outta me!  I was actually reminded that I love what I do, and that’s why I do it.  I expanded on my response and allowed myself to connect.  May not seem like much to you, but I’d left for the airport at 5 AM, and I prefer to only see 5 in the PM.

      Jimmy reminded me that I’m here for a reason. He reminded me. And I guess Mr. Marriott is not just blogging (Home), he’s inspiring.  One of his employees is making a difference.

      So who will you inspire?  One person can make a difference.  You won’t always know the who, what, when, where, how and why…but you will inspire.  Go for it.

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      Motivate Your Monday

      by Jen Kuhn on March 15, 2010

      Today is Monday.  As I checked my Facebook account, Twitter account and emails this morning, I noticed a trend.  Many people were complaining about the end of the weekend and beginning of a new work week.  For a moment, I was tempted to commiserate with my friends, tweeps and others.  To complain about Mondays and work seems to have become ingrained in our culture.  Even if you’re happy to be at work, you may have formed the habit of complaining about the beginning of your work week.

      I challenge you to break this habit.  What would your company culture feel like if no one ever complained about being at work?  What impact would that have on morale, productivity, teamwork and motivation?

      I’m a firm believer in personal responsibility in a group setting.  We are all responsible for the overall culture of our work environment, no matter our position.

      Take the Motivate Your Monday challenge:

      • What can I start doing to create a more productive, team-oriented and positive work environment?
      • What can I stop doing that is adding to the drama, tension and negative work environment?

      By asking yourself those two questions, and putting your answers into actions, you will be a “value-adding” employee.  If you are in a position of leadership, consider asking your team those questions (including yourself, of course!), then hold people accountable to make their contribution.

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