Tag Archive for: Service

Write A Ticket, Change A Life

For the past several years I have been involved in teaching leadership development programs at every level and in every division of the RCMP. In my workshops, I make a distinction between the transactional work of policing (writing tickets, arresting criminals, doing paper work, etc.) and transformational work of policing, where lives are changed, communities become safer, and police officers make a lasting difference in someone’s life.

When I teach this leadership principle I tell a story about a constable who rightfully ticketed me several years ago for going through a stop sign while I turned on to a main street in the community where I live. But this constable didn’t just write me a ticket. He carefully took the time to make the whole experience a transformational moment. He sincerely and respectfully told me a story of why he was writing me a ticket. He had recently attended to an accident where children were killed because a car was t-boned when the driver went through a stop sign without stopping.

The story was transformational to me. It changed my life. While I won’t say that since that day I have never rolled through a stop sign, over the past nine years I frequently think of that constable when I am approaching a stop sign, and when I do so, I make sure I come to a complete stop.

In recent weeks I have taken the time to track down this constable and thank him for changing a life. Here, in essence, is what I said:

“I want to thank you for stopping me that night and telling me that story before you ticketed me. You changed my life. Because of your actions, I am a safer driver. But it not only made me a safer driver. For the past nine years I have been telling this story to corporate audiences across the continent and several people over the years have told me that my story has helped change their driving habits and made them safer drivers. 

So… your service in our community has changed lives and likely saved lives. I just wanted to write and express my sincere appreciation to you.

Continue on with your important work in our community and beyond. You and your colleagues in the RCMP do incredible work that is far too often unacknowledged and unappreciated.”

So often, we never know when one action will have a rippling effect to make lasting change in a person’s life. So often, we never know how our lives can make a difference.

To paraphrase the words of Margaret Mead, “Never doubt that one thoughtful, committed citizen can change the world.”

Labor, Work, and The Meaning Of Life

Labor Day, Wikipedia tells us, “is a public holiday celebrated on the first Monday in September… It honors the American labor movement; the contributions that workers have made to the strength, prosperity, and well-being of the country… In Canada, Canadian trade unions are proud that this holiday was inspired by their efforts to improve workers’ rights.”

This Labor Day, I have put some reflection into the meaning of work in one’s life and how important work is to the soul. As Thomas Aquinas, the thirteenth-century theologian, wrote, “To live well is to work well…”

There is a difference between a “job” and “work.” We may be forced to take a minimum wage job to pay the bills, but work is something else. Work comes from inside and is an expression of our soul. Work is what puts us in touch with others. Work is about contributing, being of service to the community. Work is creative. Work is about making the world a better place by the expression of our unique talents.

“Work,” writes Matthew Fox in The Reinvention of Work, “touches life itself. Good living and good working go together. Life and livelihood ought not to be separated but to flow from the same source, for both life and livelihood are about Spirit. Spirit means life, and both life and livelihood are about living in depth, living with meaning, purpose, joy, and a sense of contribution to the greater community… bringing life and livelihood back together.”

A stay-at-home mother with six children told me the other day that with her children returning to school, she felt a sense of emptiness, like her role as a mother didn’t have much value. I explained to her that the value in her work is not expressed in monetary terms. Indeed, much work in our culture is not paid at all. Perhaps even the most important work in our society is the work we don’t get paid for. For example, raising children, cooking meals, organizing youth activities, singing in a choir, cleaning up one’s neighborhood, tending a garden, planting a tree, volunteering in a community, mentoring a university student. Matthew Fox asks the question: How might these examples of good work be rewarded so that they are counted in our understanding of the gross national product (GNP)? For indeed, this kind of work – the kind we often don’t get paid for – is where true value lies.

I once heard an unemployed man say, “I’m only unemployed between 9-5.” Our lives are bigger than our jobs we get paid for. On this Labor Day weekend, I hope you will take a little time to reflect on some important questions:

  • What is your real work?
  • Where do you find meaning and significance and purpose in your contribution to the community and world around you?
  • Can you bring more of your “real work” to your “paid work” – your job?
  • For those of you who have employees, can you help them to find more of their real work in their jobs? You won’t have to motivate anyone once you find their real work.

Do you care enough to find out about the real work of the people around you? There’s nothing wrong with not getting paid to do your real work. At minimum we can be grateful for a job that enables us to do our real work at home.

We may not have a job. We may be retired. We may be unemployed. We may have a job that we don’t like. Or we may have a job where we get paid to do our real work. But we all have to work. Finding our real work is what makes life worth living.

Three Paths to Inspiring Leadership: Lessons From Olympians

“In everybody’s life, at some time, our inner fire goes out. It is then burst into flame by an encounter with another human being. We should all be thankful for those people who rekindle the inner spirit.”   –Albert Schweitzer, Philosopher and Physician

After winning a gold medal in the 10,000 meters in Rio, the Somali-born British runner Mo Farah was asked how he was able to muster the strength to pick up himself up and get back to his rhythm after being accidentally tripped on lap ten of the twenty-five lap race. “I just had to believe in myself and get through it… I promised my daughter Rhianna I was going to get her a medal and I was thinking, ‘I can’t let her down’. That’s all I was thinking about – her.”

Mo dedicated his two gold medals in London 2012 to his then baby twinsAisha and Amani. After his 2016 victory he said, “I’ve won an Olympic gold for three of my children – now I’d like to win the 5,000m gold for my little boy.”

What I love most about the Olympics are the inspiring stories – in both victory and in defeat. The parents, the coaches, the communities that raised these athletes – there’s a story behind every one of them. And then there is the inspiration in the athletes themselves. Rosie MacLennan, Penny Oleksiak and her teammates, the Rugby and soccer players, the track athletes – all have inspired an entire generation of young women in Canada.

Great leaders, like great athletes, inspire those around them. The word inspire is derived from the Latin root spirare, meaning to “breathe life into.” The need to inspire has never been greater than it is today, when many people feel afraid, cynical and stressed. Awakening the passion of others by speaking to the inner lives and deeper needs of those we serve is the work of leaders at every level and in every walk of life.

As I allow myself to be inspired by the Olympic games, my hope is that every one of us will allow ourselves to be inspired by the people around us – to enable us to inspire those we serve. Here are three pathways that inspire:

Pay Attention. The great philosopher Yogi Berra once said, “You can observe a lot by watching.” You can be inspired everyday if you s-l-o-w d-o-w-n, pay attention to what’s going on around you, and watch for inspired action. It isn’t just during the Olympics that you will hear inspiring stories. Every life has a meaningful story behind it when you care enough to take the time to pay attention. Last week I was working with a group of leaders at Emera Energy, an authentic maritime company with a down-to-earth, humble approach to business and was inspired by many of their leaders, especially the passionate young people who demonstrated commitment, ownership, and an accountable attitude. I was also inspired by how many of these leaders – mostly engineers – had mastered the simple skill of listening carefully to people. When I work with a great organization I come home inspired. What you focus on is what grows. If you focus on what’s wrong with your workplace or your life, you will soon find yourself with lots of reasons to be unhappy. But if you care enough to pay attention and focus on the goodness around you, you will find a reason to be inspired.

Choose Gratitude. I have been reflecting lately on the many people who have inspired me. I remember how George Nelson, a long-time friend of my parents and former boxer, would get up every morning and spend the first thirty minutes of his day skipping on our front porch when he and his wife Audrey visited. I always admired George, and he inspired me to get up early and start the day with some exercise. Years ago, the great motivational speaker, Zig Ziglar, inspired me to create a “Wall of Influence” – photos of the twenty-five most influential people in my life. My wall of influence has evolved over the years and as I reflect on these people, I am filled with gratitude for everyone who has helped make me who I am today through their love, their character and their example.

Care. It is inspiring to be around people who care, who choose service over self-interest, who have a sense of purpose beyond themselves, and who are passionate about making a difference in the world. People who care enough to keep their promises, to go the extra mile, and to be concerned and committed to serve the people around them make workplaces worthwhile, schools vital, relationships meaningful, and lives valuable. Caring makes all the difference. Caring is everything.

To be inspiring, you must be inspired. How do you get inspired? What inspires you? How do you inspire people around you?

How To Build A Respectful Workplace: It’s Not A Program

I recently overheard a manager talking with a colleague about how he was being sent to a “Respectful Workplace Program.” I couldn’t help but interrupt and ask him about it.

“Yes,” he explained. “Everyone in our company is required to attend a one-day training seminar on how to build a respectful workplace.”

Be assured that I am respectful of whoever might, with good intentions, be running a workshop on building respect in an organization. And even without any knowledge of what will be presented in the workshop, I’m sure that this program will undoubtedly bring valuable information.

But with all due respect (pun intended!), respect can’t be taught like mathematics. Building a respectful workplace, like building respect in your home or community doesn’t come from a training program. Respect isn’t about speaking to each other nicely or holding hands or hugging each other. While we could all use a refresher in good manners, respect goes much deeper than techniques or even behavior.

If you want improve a disrespectful workplace you have to get to the root cause of the problem. A respectful workplace is achieved – and sustained – through one critical element: respect for yourself. When you have self-respect you won’t tolerate bullying, inappropriate, disrespectful comments, or people acting unprofessionally. You have the same standards for yourself as you expect from others. When you have respect for yourself you don’t demean others or act in ill-mannered ways. You have better things to do with your time, and you have no interest in being disrespectful to others. You won’t find yourself entangled in hurtful, useless and hurtful arguments. And you won’t let others disrespect you.

Here are four strategies for increasing your level of self-respect. Just as anyone can be a leader, anyone can put these into practice, beginning today. As you do, notice the positive impact and benefit to your workplace by increasing the respect around you.

  • Never make a promise you aren’t prepared to keep. Self-respect, like confidence, is an outcome of right choices, not a prerequisite. Learning to keep promises, whether it is to your child to attend his baseball game or to yourself to keep up good health habits, results in personal integrity. Keeping promises to yourself and others, even in the face of discomfort and the tendency toward complacency, gives you confidence to get through the hard times. As the late Stephen R. Covey used to say, private victory precedes public victory.
  • Create focus in your life. Clarity around your highest values, a sense of purpose, daily disciplines around your health, and an ongoing personal development plan are all ways that contribute to how you feel about yourself. People who respect themselves take care of themselves. And they spend their time being of service to others. When you start paying attention, you will notice that people with focus and clarity in their lives aren’t part of the gossiping crowds. They don’t have time for complaining or blaming others or being a part of disrespectful conversations. They are too busy focused on being useful in the world.
  • Take the high ground. If you are wondering why people yell at you or degrade you or act in disrespectful ways, it’s simple. Because you let them. You don’t have any obligation to tolerate disrespectful behavior. You don’t have to become lazy even if the people you work with are lazy. You don’t have to get involved in ill-mannered arguments. A leader I have high regard for told me once, “Never argue with an idiot because they will bring you down to their level and beat you with experience.” Live on the foundation good principles, even if the people around you don’t appreciate it. Do the right thing, because the right thing will make things right inside of you.
  • Be a light, not a judge. The disciples of a Hasidic rabbi approached their spiritual leader with a complaint about the prevalence of evil in the world. Intent upon driving out the forces of iniquity and darkness, they requested that the rabbi counsel them. The rabbi’s response was one that can help us all come to grips with the malevolent forces of darkness that at times seem to surround our world. The rabbi suggested to his students that they take brooms, go down to the basement, and attempt to sweep the darkness from the cellar. The bewildered disciples applied themselves to sweeping out the darkness, but to no avail. The rabbi then advised them to take sticks and beat vigorously at the darkness to drive out the evil. When this likewise failed, he counseled them to again go down to the cellar and to protest against the evil. When this failed as well, he said, “My students, let each of you meet the challenge of darkness by lighting a lamp.” The disciples descended to the cellar and kindled their lights. They looked, and behold! The darkness had been driven out.

Self-respect doesn’t guarantee that others will treat you with respect. What it does do is guarantee that you won’t tolerate disrespect. When disrespect is no longer tolerated, it will soon cease to exist.

I’d love to hear from you about some of your organizational challenges if you are working in a disrespectful workplace or relationship. Send me your thoughts on my contact page. I’d be glad to schedule a complimentary ½ hour session to discuss your situation.

Four Ways To Be a Good Leader By Being A Good Person

John Coltrane, the great American jazz saxophonist and composer, once said that to be a better artist you have to be a better person. He could easily have been talking about leadership. It’s not about your title; it’s about who you are as a person. And you can be a better leader by working on being a better person. You must be, before you can do. To accomplish much, be much. The doing must be the expression of the being. It is foolish to think that we can accomplish much without first preparing ourselves by being honest, caring, unselfish, and trustworthy.

Leadership is about creating results through others, while helping people around you grow and flourish – without the use of positional power. It’s about presence, not position. The question is: Where does that sense of presence come from? How does one develop that presence? After years of research and observation, I’ve come to understand that sense of presence comes essentially from being a good person. It’s that easy, and it’s that difficult. Here are a few ways to develop your leadership presence by being a good person:

  1. Earn the respect of others through self-respect. We’ve all met people who are bright, talented, competent, and good at making deals, but something about who they are as a person got in the way of all their ability. Certain abilities belong on a resumé, and certain virtues belong in a eulogy. If you think about it, it’s the qualities written in a eulogy that are the ones that truly matter when it comes to earning trust as a leader. People of strong character are integrated human beings.
  2. To lead you have to connect. To connect, you have to care. You can’t fake caring, just like you can’t fake character. When coaching an executive and discussing possible reasons for the lack of results from his team I asked, “Do you care?” he kept going on about his frustration for the lack of accountability on the team and the poor attitude of his employees. I pushed further, “I know you care about results, but do you care about the people around you? Do you care about what matters to them, about their families and their values and their unique gifts?” After a long pause he shrugged his shoulders and said, “No, not really.” I then suggested he do his organization and himself a favor and step down from the responsibility of management. People don’t care how much you know until they know how much you care. Leadership is a largely a matter of caring about people, not manipulating them.
  3. Centered leaders know their worth, strength, and security comes from within. Because they don’t define themselves by their external environment, they can remain calm in the midst of the storms, secure in the midst of failure, and keep perspective in the midst of success. Centered leaders are guided by an internal compass based on their own values and their own approach to life rather than the fleeting opinions of others or comparisons to others. They are focused on what matters and are able to go within and find inner strength, wisdom, and stability, even in the midst of a demanding external world.
  4. A commitment to contribute beyond yourself, whether it’s across the world or across the corridor, makes a great leader. Bill Gates and his wife, Melinda, have devoted much of their energy to global development philanthropy. While in Ottawa to discuss overseas aid with the Canadian government, he said, in part, “In countries such as the U.S. and Canada, where a lot of people are doing quite well, the question is: Can you take your loyalty and your values and go further than yourself and your family, even beyond your region and your country? Can you have, as a member of the human race, the idea that you would volunteer time or your voice, or whatever means you have to give? … people want to be associated with more than their own success – they want to have knowledge and a sense of progress that they contributed to [something beyond themselves]… We call that our ‘global citizenship’ movement.” Bill Gates understands that being a good person means allowing your success to overflow into making life better for others.

Being a good leader by being a good person cannot be taught in a leadership course or from a textbook. But it can be learned. It can be developed. My dad would say that it can be caught even though it can’t be taught. It means your motive is do good by being good. And it amounts to leading well by living well.

Creating A Better World 5 Decisions That Will Change Your Life

I rarely fill in surveys for hotels or airlines when I travel. But yesterday, I took five minutes to respond to an online survey from Air Canada. They wanted to know how my Regina to Calgary flight was last week.
I had a great experience on this flight, and I told them so. But taking the survey made me think about a much bigger issue. What actually makes a great experience possible – whether on an airline, in a hotel, restaurant, workplace, or even a marriage? I have had some bad experiences with all of the above in the past. What is the common denominator? When I am honest with myself, I can see that every time I’ve had a lousy experience it’s because I’ve been in a lousy mood.
Quantum physics has discovered something that many mystics have long since known: that our perception of the universe actually invokes the very universe that we observe. If you change the way you view the environment around you, the environment around you changes. The world isn’t as it is. The world is the way we see it.
Don’t get me wrong. Bosses make a difference to the experience of an employee. Customer service people make a difference. Waitresses make a difference. And it is important to get feedback on how we are doing. We are all co-creating the world that we live in. We institutionally deny the fact that each of us – through our perceptions and our choices – is actually creating the culture – in our airlines, hotels, restaurants, workplaces, and marriages – that we so enjoy complaining about.
Deciding that I am creating the world around me – and therefore I am the one to step into healing it – is the ultimate act of accountability. A simple decision can change your life. Here are five decisions that will make your workplace a better place to work and your world a better place to live:
1) Decide to take 100% responsibility for your experience. When you decide, once and for all, that all blame is a waste of time, your life will change forever. I learned years ago that I attract, even in some small way, what is happening in my life. Operating from this assumption empowers you. If you are unhappy, look at how you are contributing to the problem. If you can’t figure out your part, take time to ask people around you. They will help you out.
2) Decide to give to others whatever you expect from others. My parents taught me to “be careful what you give, for it will be what you get.” If you want good service, serve the customer service agent – with kindness, patience, and grace. Treat others with the same care as you expect from others.
3) Decide to be a contributor rather than a consumer. Consumer means to “destroy, squander, use up,” whereas to contribute means to “build, serve, make better.” It’s interesting that we now call this a “consumer” society. Decide to be a giver rather than a taker. Look for ways that you can make life a little better for every person you meet today. A smile, a word of encouragement, a little patience. These simple acts of caring go a long way.
4) Decide to care. Caring makes workplaces worth working in, schools worth learning in, relationships worth being in, and lives worth living. Caring is everything, and caring starts with a decision. Caring isn’t a feeling. Caring is a choice. Make a decision to care – about your job, about your co-workers, about your employees, and watch how your world starts to change. The power of caring was evident this past month by those who so generously have been reaching out in response to the Fort McMurray evacuees. (See my blog on the Fort McMurray fire.) Caring makes all the difference.
5) Decide to be grateful. You can always find reasons to be grateful. Gratitude is the antidote to entitlement (the attitude that you have a right to something just because you want it). Gratitude makes you healthier and the world around you healthier. The real power of gratitude comes when you are having difficulty finding anything to be grateful for. Gandhi reminded us, “Divine guidance often comes when the horizon is the blackest.”