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By Beth Boynton
Daniel Goleman, the psychologist well-known for bringing the term emotional intelligence into mainstream culture with his ground-breaking book, Emotional Intelligence: Why It Can Matter More than IQ, describes empathy as an important component of social competence. In a more recent article, he describes empathy as a component of effective leadership stating the importance of understanding others’ feelings and points of view. Empathy and relationships Ultimately, empathy is important for building healthy relationships of all kinds, including professional ones with colleagues and therapeutic ones with patients. It is closely tied to attentive listening where the focus is on the other person. Remember only 10-20% of our communication is attributed to the actual words we exchange! An empathic person is taking in all sorts of the other 80-90% of information in any given relationship. A nurse with a high degree of empathy has an invisible radar that interprets facial expressions, body language, and tone of voice. She may be the one on the unit who notes the early signs of a patient’s escalating anger or a colleague’s signs of irritability. This nurse can be a real asset to the team because he may help prevent a workplace violence incident or get help for a peer who is developing burnout. Nurses vary with their ability to start an IV in an elderly dehydrated patient or accurately assess subtle lung sounds before a fluid overload crisis, right? We also vary in our ability to show and feel empathy. That’s Okay because just like practicing clinical skills, empathy can be developed too! Many exercises come from the emerging field of Medical Improv where theater activities are used to build emotional intelligence and communication skills. For instance, one activity involves synchronized storytelling aka same-time-story, where two people try to tell the same story at the same time. How to play synchronized storytelling This activity requires working in pairs, where one person tells a story while the other acts as a mirror and tries to tell it at the same time. So if I say, ‘Once upon a time,’ the idea is that my partner is going to say that at the same time that I am. It’s a little slow at first, and what happens is the person following the storyteller becomes intently focused on that person. Because the activity requires almost 100% attention on another person in a safe and fun way, there is a natural opportunity to develop empathy. If you decide to try it with a colleague, make sure you both have a chance to play both roles and notice:
While this activity and these concepts may seem outside the scope of clinical communication, they open the door to developing awareness and skills associated with empathy. They also create opportunities to discuss the value of the skillset and when and where it can help in your work as a nurse. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success!
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By Kristin Baird
Every person has the power to do things differently – better than the last time. It takes just one thing. Not a policy. Not a procedure. Just a personal commitment. I see it all the time when doing shadow/coaching, and the impact is palpable. A nurse or a doctor commits to do one simple thing better during a patient encounter and it sends a ripple. They see the patient response and it reinforces a positive behavior. A few weeks ago, I was shadow/coaching a group of hospitalists whose communication scores were fairly poor- trying to help them make necessary improvements. In one situation, I observed a hospitalist who did a beautiful and through job of informing the patient about his condition and treatment plan while standing at the foot of the bed. I asked him to recap for me how he interpreted the patient’s response. He said that it was a good encounter and that he felt he had been thorough. I agreed with his assessment, but I asked him to sit beside the bed during the next patient encounter and pay close attention to how the patient responded. During the next encounter he sat and made excellent eye contact while discussing the diagnosis and treatment plan. After the encounter, I asked what he noticed. He pointed out that the patient seemed more engaged and opened up more. Then I asked him how he felt about it. He paused, smiled and said, “It felt really good. It felt like we connected in a conversation. I felt like he really understood what I was saying.” I pointed out that he spent the same amount of time in both rooms. The difference was clearly a win/win. Not only did the patient engage more, but he felt better about the encounter as well. Coaching nurses reveals the same level of awareness followed by increased commitment. It’s all about recognizing that each person holds the power to do things better in one single encounter. The same thing happens when the registration attendant makes an effort to engage and welcome the patient before diving into the “business” of the encounter or when the housekeeper pauses to ask what else he can do before leaving the room. When people act on their power of one to make a difference, they benefit as well as the patients. It’s the gift that keeps on giving. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Laurie Guest
Nobody wants them, yet we all have them—angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Let’s take a look at the twelve steps to dealing with an angry person: 1. Stay Calm. Most of the time it is our front line staff who take the brunt of angry customers. It is instinctive to flee or fight when faced with a tense situation and neither are the right answer. Staffers must train themselves to stay calm. Take slow and deep breaths while concentrating on maintaining eye contact. 2. Stop, look, listen, lean forward, be responsive. If possible, move agitated customers from your counter area to a private room or adjacent hallway. Stop all other activity and concentrate on what the person tells you. Body language is an important tool for showing a customer you are serious about resolving the issue. Nodding, eye contact, and note taking are all excellent modes of silent communication. Most importantly, keep quiet. If you interrupt, the person will assume you are not listening and often feel the need to start over again. Patiently listen to the whole story. When the customer has clearly finished, you may proceed to respond. When it is your turn to speak, begin with agreement. Even if this requires really digging to uncover some common ground, do so. Obviously, you are not going to agree with false statements, but you could reply with: “I’m glad you brought this to our attention. I’d like to help solve this problem.” 3. Accept the anger. Try not to take the demonstration of anger personally. A majority of the time people do not know how to express displeasure pleasantly—I suppose that’s an oxymoron. Some people assume they will get better results with rage than with polite dialog. (By the way, if YOU are ever the angry customer in a place of business, this is a great step to use in your favor. Help the other person by saying in a sincere, pleasant tone: “I know it isn’t your fault, but I’m very upset about this situation and I hope you can help me.” This often works better than berating an innocent team member.) 4. Accept responsibility. Never say: “There’s nothing I can do.” That statement is like gasoline on a campfire. Although it may range from simply gathering facts to solving the problem, there’s ALWAYS something you can do. If you are a member of the team, then all the work done for the customer is a reflection of the overall quality. A few years ago we went to the Milwaukee Zoo over the 4th of July weekend. Nearly all the teenagers working concessions were rude and acted as if their summer was being disrupted. This behavior always upsets me. Our family complained about it to each other most of the time we spent there. When we were leaving, we stopped to buy a soda for the road. The clean-cut boy working the stand was polite and considerate. However, if I had a questionnaire to rate our satisfaction of the staff at the zoo, I would have marked the lowest grade possible, even though a few individuals were doing a great job. Why is that? Because majority rules. If most of the contacts we had were surly, we assume all the workers are the same. A similar principle applies in our office. All-for-one-and-one for-all is the way a successful office should operate. 5. Refer to the proper person. As soon as you have determined the best person to solve their problem, explain it to the customer. Choose your words carefully: “Mr. Smith, the best person to help you with XYZ situation is Melanie our staff member in charge of 123. Let me explain your needs to her and she will be happy to fix this right away.”
6. Ask questions. This step reminds me of the old rule to “gather your facts.” It is a fundamental rule by which we should all live. There is always more to the story. By asking questions you can uncover hidden facts to help you put the puzzle together. Ask questions like:
7. Restate the problem; ask for confirmation. If you have successfully followed the first six steps, you should have a basic understanding of the complaint. Now is the time to summarize the story. Remember to present the recap from the customer’s perspective. In other words, if you know a part of the story is not accurate, you can insert such bridges as “and you feel, Mr. Smith” or “your impression was.” 8. Respond visibly. Be careful to have the right facial expression. The easiest way to achieve this step is to simply nod. Try not to be too defensive even if you’re the cause of the complaint. Avoid being too smiley; serious, professional and focused are the best traits to show. 9. Agree. I’m not asking you to agree with a customer who may be insulting, rude, or wrong. Agreeing in this case means to understand or empathize. A well-known technique for dealing with a complaint is the “Feel, Felt, Found” method. “I understand how you feel, Mr. Smith. I would have felt that way, too. What we have found is that if we (insert solution here), it seems to help.” 10. Develop solutions. This is my favorite step. It is often the turning point in defrosting an angry person. Start tossing out suggestions to solve the problem. If it’s a simple scenario, one solution often suffices. Other times, multiple options are necessary. When faced with a customer who will not respond to any of your suggestions, try this statement: “What can we do to make this situation better?” Occasionally the reply is: “There’s nothing you CAN do!” 11. Exceed expectations. We refer to this as “REPLACE Plus 1.” That means not only do we try to solve the problem, but we add a touch of appreciation with it. Adding a special touch or offer that applies to your industry is a great place to start. This applies when your organization is clearly “in the wrong” and needs to make up for a poor decision or unfortunate situation. 12. Personalize. This can be the turning point when dealing with an extremely irate person. Once, I dealt with a customer in rage. I tried everything to calm him. Aside from just standing there and nodding, I had no ammunition to his verbal abuse. I kept quiet even though I wanted to yell back. Finally, when he appeared to be finished, I started my first sentence with his first name and I said it in a tone like we were old friends. Immediately, he seemed to relax a little. I quickly asked what I could do to make the situation better. He came up with a simple suggestion, one I hadn’t thought of. I agreed that his idea was a great compromise and he seemed satisfied. After enough practice, the steps in dealing with angry customers becomes second nature. Unfortunately, there isn’t a hard and fast rule on how to use the steps. Many times I find myself using step 12 first. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Vicki Hess
Most employees don’t care about employee engagement but they do want to have a good day at work. Would you agree? Having a good day at work is the best reward for putting in the effort of showing up and doing your best. The great news is that “good day” is defined differently for everyone. When I wrote SHIFT to Professional Paradise, I asked over 1,000 people: “What makes you happy at work? Here are the top 4 responses:
Here’s more great news. You are in control of all of each of these! Imagine showing up for work with a mindset that says “I can’t wait to get work done. I’m excited about who I get to work with and our team. I’m going to appreciate those around me.” What if everyone showed up with that mindset. That would be Professional Paradise! Unfortunately, old habits get in the way and old, unproductive, mindsets rear their ugly head. Sometimes we forget to intentionally have a good day at work and get sucked into the tide of others’ negativity. So here is where the Triggers come in. I speak and write about creating Gratitude Triggers on a regular basis. A Gratitude Trigger is using something that routinely happens as a reminder to be grateful. Many people use meal time as that trigger and say “thank you” for the food they are about to eat. Let’s apply the same idea to engagement at work. My definition of engagement is when you are satisfied, energized and productive. What’s already going on in your day that you could use as a trigger to connect with that? Some ideas that might work are:
During all these times, your mind is free to think about something good that’s happened recently. You can smile about something you’ve accomplished or someone you enjoyed talking with or appreciation you have given or received. Start small with one engagement trigger and add more as you get comfortable with consciously focusing on your good day at work. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By John O'Leary. This was originally posted on JohnOLearyInspires.com. When John O'Leary was 9 years old, he suffered burns over 100% of his body and was expected to die. He is now an inspirational speaker and bestselling author, teaching more than 50,000 people around the world each year how to live inspired. John's first book, ON FIRE: The 7 Choices to Ignite a Radically Inspired Life was published March 15, 2016. John is a contributing writer for Huff Post and Parade.com. John is a proud husband and father of four and resides in St. Louis, MO. Order John’s book today anywhere books are sold.
In 1910 Anjezë Gonxhe Bojaxhiu was born in the small town of Skopje, part of the Ottoman empire. Her father died when she was eight and her family endured significant financial hardship. At 18, she became a nun and moved to Calcutta, India. There, she taught children in relative obscurity for almost two decades. Upon making her final vows, she assumed a new name: Teresa. Moved by the poverty that suffocated the school and greater community she asked for permission to serve the poorest of the poor. Serving the Poor: A Movement Begins Having nothing financially, she begged for food and money, took what she collected and provided whatever care she could to, in her own words, “the hungry, naked, homeless, crippled, blind, lepers, all those people who feel unwanted, unloved and uncared for throughout society.” Serving humbly in the slums of Calcutta, she began to draw followers. A few people joined her. Then a few more. Over the next six decades, these simple acts of serving in spite of overwhelming odds added up and became a movement. This modest Albanian nun and her acts of great love attracted thousands of like-minded sisters, serving in hundreds of missions and operating in more than 100 countries around the word. Mother Teresa received countless awards for her service including the Nobel Peace Prize. Simply remarkable. How Mother Teresa’s Example Can Impact Your Life Today It turns out shifting societies, building businesses and shaping history is seldom achieved in doing the big stuff. Instead, it’s in humbly and faithfully doing the little stuff. As you race into your week, set mighty goals for yourself, your family, and your team. Dream wildly about what is really possible in your business and community. Then, be wise enough to embrace the truth that the biggest achievements frequently begin through the most ordinary people, doing the most modest tasks, in the most surprising of places. Yes, the road may be difficult and the climb steep, but – in the words of one of the greatest change-agents for good from the past century – “Do it anyway.” This is your day. Live Inspired. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Ron Culberson. With a master’s degree in social work, Ron Culberson spent the first part of his career working in a large hospice organization as a clinical social worker, middle manager, and senior leader. As a speaker, humorist, and author of "Do it Well. Make it Fun. The Key to Success in Life, Death, and Almost Everything in Between", he has delivered more than 1,000 presentations to associations, government agencies, non-profit organizations, and corporations. His mission is to change the workplace culture so that organizations are more productive and staff are more content. He was also the 2012-2013 president of the National Speakers Association and is a recognized expert on the benefits of humor and laughter.
We had just finished a lovely Valentine’s Day meal, celebrating the day after Valentine’s Day since we can never get a table at a decent restaurant on Valentine’s Day, and our server brought the bill. I placed my credit card on top of the bill accompanied by a two-for-one coupon. The server said, “Hrrrumph, you have a coupon? Well, I’ll have to go back and redo the bill. Hrrrumph.” Before I go on, let me explain the background of the coupon in question. As a fundraiser, our local hospice sells booklets of coupons. The coupons are for restaurants in the area and are typically valid Sunday through Thursday when the restaurants are not as busy. Each coupon entitles you to one free entree when you purchase a second entree of equal (or more) value. Of course, if you buy a second entree of lesser value, then that’s the one you get for free. If there’s one thing these folks know, it’s algebraic coupon equations. Now just so you know, there is no requirement to inform the server that you plan to use a coupon. You simply give it to them when you pay for your meal. It’s not like they will give you worse service or smaller portions because you’re using a coupon. It would be quite a scandal if a restaurant owner said, “They’re using those stinking hospice coupons. Make sure you give them terrible service, less food, and then spit in their water.” I’m pretty sure that doesn’t happen. But there is an interesting twist when it comes to tipping. Apparently, in previous years, customers were tipping the servers based on the discounted price of their bill rather than the original price. So the coupon company adjusted their tipping policy and now, the restaurants automatically add a 20% gratuity based on the pre-discounted price of each bill. That way, the servers don’t get slighted. And finally, just to be clear, the servers don’t have to do any additional work when someone uses a coupon. They hit a button on the cash register that says “hospice coupon” and it automatically deducts the discount, adds the 20% pre-discount gratuity, and calculates the final bill. So, I’m not exactly sure why our Day-After-Valentine’s-Day server was so annoyed at having to process the coupon since it really took no more effort than a regular bill. But clearly, her gruff response suggested that there was something problematic about it. As I considered my response to her hrrrumphing, I figured I had a couple of options. First, I could have “accidentally” knocked my water glass off the table. I decided that was not the best approach as it would have made me look like a toddler protesting his parents’ discipline. Second, I could have confronted the server when she got back and asked her why she had a burr under her saddle. Honestly though, I really didn’t want to get into an altercation on an otherwise wonderful Not-Exactly-Valentine’s-Day evening. Lastly, I could have said, “Thank you” as pleasantly as possible without showing any of the sarcasm that was already building up inside me. The waitress returned, in a much better mood, and appeared genuinely grateful when she said, “Thank you very much. Have a wonderful evening.” I took my hand off the water glass, thanked her kindly, and left without incident. But the interaction bugged me. There was no need for her coupon attitude and as I thought about it later, I realized that this may be the new norm. We live in a world bursting out of its seams with disrespect. Most people can’t resist flaunting their indignant attitudes on social media. The news services are always trying to expose somebody for something they did sometime to someone. Many politicians, corporate executives, entertainers, and athletes act as if they are above the rules of respect and courtesy. We seem to have forgotten what we learned in kindergarten about how to treat our neighbor. My friend and colleague Larry Winget once referred to all of the books, seminars, and classes on the topic of customer service and said, “How’s this for a novel approach to customer service—just be nice!” I love it. Just be nice. I was raised in the south. And one of the great benefits of growing up in a rural part of the country is that many people encouraged me to be nice. They called it maynnnuhs (or “manners” for those of you in the rest of the country). My parents, my teachers, my scout leaders, and others routinely reminded me about the importance of being nice to others. Here are a few things they emphasized: Say please. This simple word is often neglected, especially when we’re being served by someone else. You’ll hear, “I’ll have a glass of water”, “Could you hand me the salt?”, or “I’d like to check out of my hotel room early.” But you don’t always hear “please.” Just because someone is in a role where they are providing a service for us does not mean that we should treat them with less respect than anyone else. The word “please” suggests humility rather than a demanding arrogance. Plus, it’s just a nice thing to do. Say thank you. One of the new ways that service staff respond to “thank you” is to say, “of course.” I like that much better than “no problem” but it almost feels like they’re rejecting our “thank you.” However, I still believe those two words are a powerful sign of gratitude regardless of whether the thankee feels they need to be thanked. And sometimes, when you see the surprise in someone’s eyes because they didn’t expect it, it feels great. And again, it’s a nice thing to do. Open the door. Chivalry may be an outdated term but I don’t think chivalrous gestures should be. Chivalry refers to the behavior of medieval knights that included courtesy, generosity, and valor. My parents were not knights but they taught me to open the door whenever someone was walking into a building behind me—whether it’s a man, woman, or child. This principle even applies when letting someone in before you allows them to get in line ahead of you. Opening the door is chivalrous and a respectful thing to do. Oh, and it’s also nice. Show interest. In a world full of human beings, we must live, work, and interact with other people on a regular basis. And just as we appreciate it when someone shows interest in us, we should also show interest in others. Sincerely asking people how they are and inquiring about their life shows that we care. In a world full of negativity, care can be in short supply. And of course, it’s also nice. Whether you’re talking about customer service or a simple interaction with a server on Valentine’s Day (or the day after when you can actually get a table), being nice is a good policy. It’s a positive and effective way to connect with other humans. And don’t you think we could all use more of that? Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Karyn Buxman
Stand-up comic Michael Elizondo sat in the doctor’s exam room waiting to be seen. When the doctor walked in, he was taken aback by her beauty. “Come here often?” he quipped. She laughed. And as they saying goes… they lived happily ever after. When it comes to what we’re looking for in a mate, sense of humor ranks as a must-have by both sexes. That being said, men and women are looking for slightly different outcomes when it comes to sense of humor in a soul mate. Women are looking for someone who will make them laugh. Men, on the other hand, are looking for someone to laugh at their jokes. According to numerous studies, guys who can make a woman laugh are seen as more attractive. And guys feel affirmed and appreciated by a woman who laughs at his jokes. Humor and romance aren’t just for Valentine’s Day. The benefits are so delicious you’ll want to practice both of them all year long. Humor strengthens relationships. Being able to laugh with your partner will help you better weather the bad times and enjoy the good times even more. Over time, your “inside humor” (humor that others simply wouldn’t understand but leaves the two of you in stitches) will accumulate and help provide a bandwidth of resilience that will make your relationship even stronger and healthier. Here are 10 tips on how to add humor to spice up your relationship:
Humor and intimacy make for great chemistry! Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Kathleen Passinisi. Kathleen Passanisi, PT, CSP, CPAE is an internationally recognized professional speaker, therapeutic humor expert, healthcare professional, and author. A proud member of the NSA Speaker Hall of Fame, she has spoken to bazillions of people about life balance, wellness, the power of perception, women’s issues, and the link that exists between humor and health. For more information on Kathleen’s presentations, books, SPARK magazine and products, please visit the New Perspectives website at www.kathleenpassanisi.com.
Ladies, pat yourselves on the back. Due to increased funding, press and prevention education, breast cancer deaths are declining! But, before you get too comfortable, Ladies, check the latest statistics on the cardiovascular status of women. They're enough to give you palpitations! Did you know that cardiovascular disease will kill more females this year than all forms of cancer combined? Long perceived as a "male disease," cardiovascular disease, which includes heart attacks and strokes, is the main cause of death for American women. According to the American Heart Association, one in ten American women ages 45- 64 has some form of heart disease. After 65, this leaps to one in five! How does this happen? Consider these startling statistics: • 79% of women polled knew how much they weighed in high school, yet less than 30% knew any of their current cholesterol numbers (Society for Women's Health Research.) • 25% of all women have dangerously high cholesterol (American Heart Association.) • Women make up 62.6% of all heart disease related deaths each year, but comprise only 25% of all heart health related research studies (According to the National Coalition for Women with Heart Disease.) Fortunately, there is a great way to find out how to get your head and heart in shape. February is "American Heart Month!" Since 1963, the month of February has been dedicated to raising heart health awareness through such activities as screening test drives and Wear Red Day (usually February 2nd). You may have already been invited to a Go Red for Women Luncheon. February is the perfect time to find out if your ticker is in tiptop shape or if some changes need to be made. If you have read any heart health related article in the last decade, you can probably recite the main tips circulating now: • Eat a heart-healthy diet. • Improve your cholesterol levels. • Get 30-60 minutes of aerobic activity most days of the week. • Maintain a healthy weight • Control diabetes and blood pressure • Quit smoking Once again, pat yourself on the back for being able to quote these verbatim. But be honest and ask yourself, "Am I doing my best? What areas can be improved?" The odds are you could be doing better. The first step is to face facts. You need to know what you are doing well and where you need help. A good beginning is to visit www.goredforwomen.com and take a risk assessment test. Your results will help you pinpoint exactly what you should be discussing with your doctor and what easy changes will move you in a healthier direction. Easily improved? Yes! Any woman who has suffered through fad diets or excruciatingly extreme exercise programs knows that if our choices are painful, boring, or unappealing we probably won't follow through. To increase your chances of sticking with your plan, make sure to include pleasure. That's right! One easy step to a healthy heart is finding a routine that makes you happy. Yes, there will be some sacrifices (no more diner cheeseburgers at 2 a.m.) but you needn't resign yourself to lettuce wraps and thousands of crunches (unless you happen to love either). Several studies that show green tea, red wine, and dark chocolate all have heart benefits. So, get creative and spice it up! The American Heart Association's "Choose to Move" program and online support sites like www.SparkPeople.com have thousands of healthy recipes and fun exercise suggestions, not to mention a chance to network with hundreds of thousands of determined, like-minded people. And finally Ladies, even though your health is a very serious matter, please don't forget to laugh. Not only does laughter naturally reduce stress (arch nemesis of heart and vascular health), but it's an aerobic activity! That's right! Good belly laughter exercises the heart and lungs, and even burns calories. And the best part of laughter? It rarely makes you sweat, it doesn't cost a nickel, and you can share it with friends. While you're at it, why not round up all your gal pals and female family members and take each other to your local Go Red for Women luncheon? Wishing you happy, healthy hearts and minds this year! Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Bobbe White
“Here she goes again” are the words in a bubble (caption) that my husband Jeff is playing on a continuous loop in his head lately. Most evenings and weekends, you’ll find me in a chair surrounded by oodles of wine corks. Wait…it’s not what you think. I am not obliterated, wasted or three sheets to the wind. What does “three sheets to the wind” mean anyway? What started as a thank you gift has morphed into a garage full of serving trays, each lined with corks and plated with glass. Open the car hatch, and the cargo consists of more trays. This is my explanation as to why I took a deep dive into my free time to do this project. Jeff claims it’s a diversion. In the past, I have found diversions when I should have been doing something else more important, but less enjoyable, such as when I should’ve been cleaning out my parents home. Instead, I ventured into a multi-level-marketing deal. It lasted briefly and soon, I changed my priority and got to work. What I figured out: The careful patterning of corks gives me respite, therapy, progress and completion. Hours pass while gluing down corks. I find it calming and have listened to 387 podcasts this fall. Today I watched Casablanca and The Holiday. It’s all about the right cork in the right spot. I never cut the little devils to fit. I think in my next life, I will be a dentist, specializing in tooth implants, because I can position the corks perfectly into the tray. I’m relentless on fit. “Therapy,” you say? Indeed. Corking is a mindless activity, which allows me to think, ponder, wander and listen. When battling depression, Jeff said, “You need a hobby.” I thought he was flippin’ crazy. You know what? He was probably right. (He usually is.) It would’ve gotten me out of my head and redirected my focus. Most importantly: Whether your hobby is baking, hunting, sewing, woodworking or scrapbooking, it affords us something we can do to completion. Not every activity has this quality. I go to my bank job daily, yet, completion is a relative term. Or how about your housecleaning. Talk about never finished. There will always be carryover work and projects. I go to the gym, but it’s only good for the day. Laundry is rarely finished. You’re probably wearing socks and underwear right now (aren’t you?) which will go into the laundry basket. And so it continues. For now, if you need to know the girth and length of Duckhorn, Asti Spumante or Robert Mondavi corks, give me a call. I can nail it. Down the road, if your pearly whites need some attention, look for my dental office inside the pearly gates one day. What about you? Do you have a project to start and finish? Even a jigsaw puzzle can work. It’s good for what ails you. Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! By Colette Carlson
If all your teachers walked, talked, thought and looked like you, your education would suffer greatly. What makes you think mentorship is any different? Whether protégé or mentor, when cultivating connections, diversity matters to maximize learning and growth. Talent takes many forms. As a leader, you may know this intellectually, yet still find yourself guiding those who resemble you. In the HBR article, “Mentor People Who Aren’t Like You,” author Richard Farnell states, “Even those who believe that diversity improves creativity, problem solving, and decision making naturally invest in and support the development of the subordinates who are most like them.” This is rooted, Farnell explains, in the way most mentors see subordinates as younger versions of themselves, and automatically assume these individuals have the greatest potential. Stop the Austin Power’s Mini-Me mentality! If not, you overlook the possible contribution of employees from numerous other demographic and social groups, a huge loss in terms of undeveloped capabilities. A huge loss for you personally in developing empathy and relating skills. A huge loss to transform your company culture to one less judgmental of talent who may look or think different than the industry “status quo.” As a protégé you may gravitate towards choosing a mentor you feel comfortable with due to similarities, but reaching out to someone dramatically different than you can provide a massive perspective shift. For example, learning from someone from another generation, gender or country can open both minds and doors that otherwise would remain closed. Take 52-year-old Chip Conley, for example, who started a boutique hotel company while in his mid-20’s and after 24 years as CEO, sold it at the bottom of the Great Recession. Uncertain of his future, he was approached by Airbnb in 2013 and asked to help this rapidly growing tech startup become an international player. How? By taking a position as mentor to cofounder and CEO Brian Chesky, who was 21 years Conley’s junior. Admitting he was nervous and baffled, being an “old school” hotel man with little tech knowledge, Conley joined Airbnb feeling like an intern and mentor at the same time. The happy ending was that Conley learned a lot about technology, in trade for sharing the “wisdom of his years,” including his more well-developed emotional intelligence and ability to recognize patterns. Both valuable assets for Millennial-dominated companies, which tend to focus more on technology than on sustaining team morale. There’s a valuable message here: To maximize the value of connecting, you need to put aside your biases about who you think is or isn’t going to be an effective contributor to your business. It’s no different outside the office, either—consider all the people you learn from without even realizing it sometimes! Keep an open mind and you will never stop growing…because after all, isn’t life just one big classroom? Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success! |
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