Category Archives: Character

Monday Morning Moment – Are Customers Loyal to Your Company or to Your Employees?

OK, any of us familiar with Chick-Fil-A restaurants know the yummy goodness of their chicken sandwiches and waffle fries. However, the stand-alone deliciousness of the food can not actually be separated from the quality of customer service. If I lived in Lenoir, North Carolina, for instance, I would drive across town to dine at operator Mike Sheley’s Chick-Fil-A. His character, kindness, and community commitment infuse his staff. “It’s my pleasure” is part of their heart language and also our customer experience.

My loyalty to Southwest Airlines is similar. The free bag check and cheap fares definitely matter as I choose what airlines to book.  Then there is the customer service as fleshed out in Southwest employees like Candace Hewitt. She reached out to me, sitting at the gate, in a time of grieving over two years ago…and she still does from time to time.
That’s the kind of employee that inspires customer loyalty to a company.

Companies these days are often focused sharply on business processes that streamline innovation and the quality and availability of the product or service. Competition is a constant stressor.

What if we are missing the opportunity to nurture our hidden customers? The employees themselves.

Thought leader Michael Lowenstein researches and writes extensively on this. This making employees “ambassadors” of our companies. For those interested in exploring what he and others recommend, I’ve included links below.

In brief, if you’re thinking this might be an issue to address, here are Lowenstein’s recommendations for building such a workplace philosophy and ethic:

Some years ago, my colleague Jill Griffin and I identified nine ‘best practices’ for generating employee behavior which extends beyond loyalty to contribution and commitment.

1. Build a Climate of Trust – That Works Both Ways
2. Train, Train, Train and Cross-Train
3. Make Sure Each Employee Has A Career Path
4. Provide Frequent Evaluations and Reviews
5. Seek To Inform, Seek To Debrief
6. Recognize and Reward Initiative
7. Ask Employees What They Want
8. By All Means, Have Fun
9. Hire The Right Employees In The First Place

To build more of the first best practice, employee trust and empowerment, into the company culture, consider the following:

• Insure staff trust and empowerment are key values in the firm’s mission and vision statements
• Practice effective story-telling
• Create company rites and rituals that help reinforce the rewards of employee trust
• Maintain a free flow of information between management and staff to reinforce the trust factor and help prevent negative communication and gossip.
• Actively expose all employees to customers’ perception of experience value
• Teach senior managers the importance of ‘walking the talk’ and inspiring employee trust. – Michael Lowenstein

Whatever our company or organization, cultivating practices which enhance employee loyalty will yield the fruit of customer loyalty. Whether or not we can measure that, in the end, the former is a worthy goal all on its own.

Research: Are Clients Loyal to Your Firm or the People in It? – Joe Raffiee

Why Managers Should Care About Employee Loyalty? – Timothy Keiningham and Lerzan Aksoy

Does Employee Loyalty = Customer Loyalty? And, Did It Ever? – Michael Lowenstein

World-Class Customer Service – The Key Is Caring – Horst Schulze on a Culture of Service – Deb Mills Writer

Eyes on the Customer Experience Prize: Will 2016 Be the Year of the Emotionally-Driven Employee Ambassador? – Michael Lowenstein

Jeffrey Pfeffer: Why Companies No Longer Reward Loyal Employees – Eilene Zimmerman

8 Reasons to Keep Your Customers Loyal – Rama Ramaswami

Monday Morning Moment – Turning Ordinary into Extraordinary – The Fred Factor

Photo Credit: SlideShare

Happy Monday, Friends! This weekend’s activities included a visit with friends in their home in the Virginia mountains. The wife is an artisan, and the husband is on staff at a nearby university. He, in fact, mentors student leaders as part of his work. In my little gift bag for them was a favorite leadership story by Mark Sanborn. Its odd title is The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary

Sanborn uses his experience of a mail carrier named Fred as the hero of his story. Fred, because of his commitment to personal care and service, elevates a seemingly mundane job into the stuff of excellence and fulfillment. On the long drive over, I opened the book and re-read the bits of wisdom we can learn from such a person’s character. We actually have such a mail carrier in our daily lives, and the mail delivery when he is on vacation is very different than when he is on the job.

[Our leader guy friend is a deep thinker who actually referred us to one of his favorite books as well: The 33 Strategies of War by Robert Greene. When we returned home we promptly ordered it and will be reading it by mid-week. Our friend can easily read the little book we gave him in a quick evening. My re-reading it on the drive over stirred its wisdom in my heart and my desire to share it with you as well. One day, I’ll share what Robert Greene teaches us from The 33 Strategies of War.]

The Fred Factor includes five distinctive features:Photo Credit: SlideShare

We can determine to deliver excellence in our action and attitude at work, no matter our situation. Mail carrier Fred demonstrated that and modeled the content for Sanborn’s book.

Just to give you a taste of his writing, I list four quotes from the book:

1) “When those who know are able to show, those who learn are able to grow.” – Mark Sanborn

A clear lesson here is to note your personnel who have shown mastery in their work and make opportunities for them to mentor those who are eager learners. It is a perfect win-win. Leadership development is an often-discussed topic but isn’t always executed in effective ways.

2) “When people feel that their contributions are unappreciated, they will stop trying. And when that happens, innovation dies.” – Mark Sanborn

Excellent employees don’t need appreciation or acknowledgement to keep them at the task. However, over time, they will weary of the task (and the vision meant to inspire innovation) if they don’t see how what they do fits in the larger picture. One strategy that prevents stagnation or disengagement is going back to 1) – teaming up mentors and those ready to learn.

3) “You are the spark that sets others on fire when you initiate.” – Mark Sanborn

Initiative is rewarded in a culture where there is freedom to create and ownership of work. Control is at a minimum and inclusion in problem-solving is high. For us as employees, nurturing our initiative is huge. For us as leaders, we do ourselves and our employees good when we guard against waning initiative.

One Behavior Separates the Successful from the Average – Benjamin P. Hardy

Six Simple Ways to Rekindle Your Employees’ Love For Their Job – Lama Ataya

4) “Faithfully doing your best, independent of the support, acknowledgment, or reward of others, is a key determinant in a fulfilling career.” – Mark Sanborn

At the end of the day, for all of us, we are the masters of our own work, in terms of excellence. The greatest challenge to how our day goes is our own attitude. We all know this. Still, it’s easy for us to allow the negative impact of others diminish who we are or what we do. We are wise to keep learning on the job, especially from folks like Fred (and writer Mark Sanborn).

Photo Credit: SlideShare

The Fred Factor – SlideShare – Jitendra Gupta

GoodReads Quotes – The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary by Mark Sanborn

5 Friday Faves – Celebrity, Beyond the Guitar, Happily Ever After, Good News, and Mommies Matter

Friday is here. The Friday before Thanksgiving in America. Kids home from college. Vacation looming. Pantries full preparing for a foodie’s feast day. The anticipation of more time with family. For the moment, a sigh at the end of a long week…and five favorite finds:

1) Celebrity – In the wildly popular TV show This Is Us (season 2), we see deep content on a myriad of issues – including family conflict, racism, weight, alcoholism, loss, adoption and foster care. Even my husband watches this show with me. Actor Justin Hartley, is one of the three siblings, and actually plays an actor on the show. This week’s episode was all about him. No spoilers here. The thing about this character is that he has it in him to be wildly successful. The story though winds around how celebrity and the pursuit of celebrity can actually destroy a person and damage that person’s relationships. Not all of that being on him. We, the fans, the audience, the bedazzled also bring some of what’s toxic to this scenario.Photo Credit: Popsugar, TooFab

Whether it’s celebrity politicians, celebrity preachers, celebrity athletes, actors, or artists…we put them on a pedestal. They can do no wrong. We are determined to trust their character, their motives, their game (whatever it is)…even when they lose their way.

This episode of This Is Us was heart-wrenching as we see what celebrity does to a vulnerable young man surrounded by people who just want to adulate or admire him…not really know or care about him.

Whatever You Do, Don’t Be a Celebrity – Jeff Goins

[Sidebar: We actually were made for glory – but if we get caught up in our own self-importance, we lose sight of what it really means. A friend this week pointed me to The Gospel in Two Poems – written by Christian Burkhardt, pastor at Cornerstone Church in Simi Valley, CA. Tell me what you think (Comments, below).Photo Credit: NewSpring Fuse

2) Beyond the Guitar’s Latest Arrangement – You may be seeing more of these in my Friday Faves, because Nathan Mills‘ is pouring it on, creating an arrangement every week presently. His latest is Evil Morty’s Theme from the adult cartoon TV show Rick and Morty. I’ve never seen the show, but this piece is definitely worthy the listen (composed originally by the rock band Blonde Redhead, arranged for classical guitar by Beyond the Guitar).

3) Happily Ever After – My husband and I have been married over 30 years. Live long enough, single or married, and we all discover that relationships are challenging and do need tending. No matter how much love holds them together.

Some of the best counsel I’ve received about marriage was through the book Sacred Marriage: What if God Designed Marriage to Make Us Holy More Than To Make Us Happy?  by Gary Thomas. “Happily ever after” was less a goal than a sweet dividend of a love that doesn’t quit on God or the other.

[I realize that some marriages are terribly hard and can be lost no matter how much we pour into them.  Sadly. That’s for another day…]

This week I read Richie Norton‘s piece 47 Best Ways to Accelerate Happiness in Marriage by 1000x, Backed by Experience. It was actually quite fascinating. Definitely something to discuss together on a date night…when that happens next.

Sacred Marriage Seminar – A Morning with God, My Husband,  and Gary Thomas – Deb Mills Writer

4) Good News – This week has been shrouded by bad news around here – news of a layoff, a death in our extended family and a friend’s father, as well as the worsening of cancer in a near neighbor. Bad news seems to find us too readily.

It makes good news so much more a thing to celebrate. I have a loved one who has been working hard to fend off the addition of some cardiac drugs to her life. As we get older, it can feel futile trying to make lifestyle changes (diet, exercise, sleep)…changes capable of turning around a diagnosis.

Well, it does happen…and it happened for her. Her doctor actually called her personally to tell her that she doesn’t need the medication the doctor felt warranted just a couple of months previously.

This may seem a small thing, but I’m dancing a jig for her today. Her resolve and hard work paid off. Very motivating for me, as well.

What good news have you received this week?

Photo Credit: SlideShare

5) Mommies Matter – Eric Metaxas posted a book review and commentary this week on the impact of moms at home with their little ones. He reviewed Erica Komisar‘s book Being There: Why Prioritizing Motherhood in the First Three Years Matters.

Photo Credit: The Stream

Komisar’s book and Metaxas’ commentary are bitter pills to swallow for the mom who works outside the home, either because of preference or circumstance. My first-born was cared for parttime by another because, at that time, I loved my career so much I wasn’t prepared to let it go completely. She turned out well…praise God.

But what if…

The research findings and recommendations in Komisar’s book are not what we would imagine. Sure, we all believe moms are important to their little ones. We work out the best possible situation we can, if we have the choice (the dad, a grandparent, a trusted friend). Still, it’s something to consider…how much mommies matter to a child.

Read Metaxas’ review below. I think you’ll want to buy the book after.

Why Mommies Matter: Being Present in the First Three Years –  Eric Metaxas

There’s another Friday Faves. What discoveries would you share with the rest of us? Please use the Comments below.

Be kind to yourself and each other. We never know how much it’s needed.

Bonuses: [They deserve their own Friday Faves.]

Favorite quote of the week: “It does me good to hear what I believe repeated in your voice.”C. S. Lewis

When Vision Betrays: Cataracts, Aging, and Creating Art – Sidney PerkowitzPhoto Credit: Emory Health Digest

Darren Hardy – The Brutal Truth – YouTube Video [on Excuses – really good]

Thanksgiving – in a few days. Grateful.

Magnetic Gratitude: JOIN People Skills Global Chat Nov. 19th | #PeopleSkills

5 Friday Faves – Concerning Hobbits, Flag at Half Staff, Relational Shock Absorbers, Leader Smarts, and Making Family Happen

Friday! Tonight, in the Richmond area,  we have our first hard freeze this Fall. That means Dave finishes picking our peppers from the garden. He hopes the greens will survive. It’s a beautiful day – sunny and breezy – with showers of brightly colored leaves covering the grass. Both stained glass windows and patchwork quilts come to mind in this feast for the eyes. Hope your Friday is as lovely. Here are my faves for the week. Enjoy.

1) Concerning Hobbits – The Lord of the Rings film trilogy was a very big deal in our growing-up family. When these films came out, we wanted our kids (then middle-school and high school aged) to read the books first. The Hobbit and The Lord of the Rings novels by J. R. R. Tolkien. Surprisingly, our kids did, along with their dad re-reading these classics. They were captivated by the stories and the courage and endurance of the characters. The Hobbits were especially endearing as they were tiny folk, carried along by a grand mission. Much beyond their physical abilities but not beyond their great hearts.

This past week, Nathan Mills, at Beyond the Guitar, arranged the film theme Concerning Hobbits. Composed by Howard Shore, this melody captures the sweetness and hominess of the Hobbits. There is a rise to crescendo in Mills’ arrangement that also speaks to the willingness of the wee Hobbits to rise to battle when necessary.

I’m reminded of the Hobbit Samwise Gamgee’s role in the novel and film. Two quotes follow – one about him by the author and one by him:

“One tiny Hobbit against all the evil the world could muster. A sane being would have given up, but Samwise burned with a magnificent madness, a glowing obsession to surmount every obstacle, to find Frodo, destroy the Ring, and cleanse Middle Earth of its festering malignancy. He knew he would try again. Fail, perhaps. And try once more. A thousand, thousand times if need be, but he would not give up the quest.”J. R. R. Tolkien

“There’s some good in this world, Mr. Frodo, and it’s worth fighting for.”SamwisePhoto Credit: Pinterest

[Beyond the Guitar is presently posting a video/week. Concerning Hobbits came out last Friday, and today, he published DESTINY 2: Journey – Classical Guitar Cover – check it out!!]

2) Flag at Half Staff – It seems our country’s flag is at half staff too frequently these days. This month we remember our military on Veterans Day and many businesses and private homes will display the American flag in honor of these men and women who served our country.

When a flag is flown at half staff it usually relates to the death of someone significant to all Americans.Photo Credit: Wikimedia Commons

This week, again, our flag is at half staff. This time, in our state, it flies in mourning for those victims of the Sutherland Springs church shooting.

This tragedy has reminded us again of the brevity of life, the great value of life and community, and how important it is to reach out always to our neighbors. We grieve with our neighbors in Texas.

Yesterday our flags were at half staff for them:

Governor’s Flag Order for the Commonwealth of Virginia

Pursuant to President Trump’s Presidential Proclamation to lower the United States flag, I do hereby order that the flags of the United States of America and the Commonwealth of Virginia are to be flown at half-staff over the state Capitol and all local, state, and federal buildings and grounds to honor the victims of the attack in Sutherland Springs, Texas, on November 5, 2017.

I hereby order that the flags shall be lowered until sunset, November 9, 2017.  

Ordered on this, the 6th day of November, 2017. 

Sincerely,

Terence R. McAuliffe

3) Relational Shock Absorbers – I’d like us to consider for a moment the great gift of relational shock absorbers. Those people in our lives who are safe. Those people who sometimes take the brunt of our outbursts or brooding, without returning evil for evil and without inserting their own drama into what we’ve created. I am NOT talking about people who “just take” our bad behavior out of fear or insecurity or their own struggle. That’s codependence and doesn’t help heal either party.

What I am talking about is those in our lives who are rock-solid in their care for us, who recognize that we are not our best selves at that moment, and who refuse to think ill of us. They don’t make whatever issue is going on…about them. Relational shock absorbers are those in our lives who give space and grace, who hug instead of withhold, who listen for the truth behind the tantrum, and who love us forever. No trade-ins. Ever. Our mom was one of those in our lives…I have a long list of others. Give a shout-out to some of yours in the Comments. Photo Credit: Vimeo

Family Systems, Emotions, and Behaviors – Teach Through Love – Lori Petro

4) Leader Smarts – It is so easy for us to become better at our work if we want it badly enough. Pursuing higher education in leadership or business administration is definitely one way. Or searching out leadership mentors online is another way accessible to all of us. Marcel Schwantes is one of my go-to guys, especially related to servant leadership. In a recent piece for Inc., he makes a case for why employees quit, and what leaders can do to keep them.
Photo Credit: USDA
Schwantes makes a bold claim that the “smoking gun” of why too often employees leave their jobs – Employees are simply not valued as human beings.
He lists out 5 ways leaders (and all the rest of us) can demonstrate that we value employees (fellow volunteers, family members, fill-in-the-blank):
  • Invest in employees’ growth and development.
  • Create an environment of psychological safety.
  • Display the leadership strength of humility.
  • Share information.
  • Give them decision-making discretion.

Read more of Schwante’s insightful commentary here.

Want Your Boss to Be a Better Leader? Persuade Them to Try Any of These Top 5 Habits of Smart Leaders – Marcel Schwantes

5) Making Family Happen – Everybody’s busy. I get that. So how do we make family happen without it being an undue burden on our loved ones, either our children or theirs?
I’m trying to figure this out and would love any wisdom from you willing to share (please comment below). Just this past week, we experienced a generous dose of “making family happen”.
Dave and I traveled to Georgia for a family visit, and it was a sweet touch-point with many we loved there. Like our trips to visit our Delaware family, this one brought all sorts of beauty and kindnesses which will sooth our hearts for many months to come.
 In all our married life, we have never lived close to family – sometimes states away, and sometimes countries apart. I have always missed that drop-in nearness with loved ones. Now with both parents gone, my hope is that we next generations will carry on relationships that matter. The traditions may change some, but as long as there are sweet memories…that’s a big part of making family happen. I’m very thankful for a brother and sister-in-law who made family happen for us this past week…and all the younguns who could.
As the holidays of Thanksgiving and Christmas quickly come, I hope for all of us that we can lean in – to God and each other. Photo Credit: Wikimedia Commons

Irish People Try American Thanksgiving Food – Dustin Nelson [Despite brief politicalization, this video was so fun.]

Bonuses

The Instant Pot – Haven’t bought one yet but now I am – thanks to this blogger – family. life. organized.

Favorite quote of the week:  Focus is finding a big “Yes” and saying “No” a thousand times.John R. Bell

Practices From the Inside Out: Taking Off Our Masks – Greg Richardson

Free T-shirt in the mail today – Emory Cares International Service Day

Monday Morning Moment – Workplace Bullying

Photo Credit: Flickr

Just saying the word bullying prompts a memory and even a victim mentality. No one is immune from this experience, either being the target or the one targeting another. Bullying can sometimes beget bullying, but this doesn’t have to be the case. Understanding and intervening in damaging situations can turn the course of the experience for all involved.

Childhood bullying has been subject to much research and policy-setting in schools. What about when bullying happens between adults and in the workplace? What can be done there?

The Workplace Bullying Institute defines bullying as:

Workplace Bullying is repeated, health-harming mistreatment of one or more persons (the targets) by one or more perpetrators. It is abusive conduct that is :

The Workplace Bullying Institute Definition of Workplace Bullying

When bullying happens in the workplace, we want to call it something else…controlling, rudeness, or maybe incivility. If we call it bullying, we must acknowledge that we could be a victim, or worse, we stood by and watched it happen without intervening. Or even worse, we could be confronted with the possibility that we, because of our commanding personality or position, have become a bullying adult.

I don’t think I’ve ever bullied someone else…but it is possible. When we find ourselves in a changing culture, we can change as well. A wise friend once told me, “A toxic workplace can corrode everyone.” I have, for sure, experienced workplace bullying. Especially early in my career. It’s never pretty, and even thinking about it today causes me to cringe. One situation was very private; no one knew but the two of us. A nurse manager was threatened by my role as clinical specialist and nurse educator on her unit. I had to learn to deflect and avoid confrontations with her (not in a frightened cowardly way but in a “wise as serpents, gentle as doves” way).

Another situation was when a physician wrongly accused me of misjudgment in patient care. This time was very public and he was determined to have me fired. I was not at fault (in fact, one of his interns elected not to act on my assessment of the patient which caused harm to her). Fortunately for me, the nursing chain of command was in complete support of my actions, and his rampage against me was neutralized. Whew! Bullying is costly.

[Sidebar: I don’t mean to disparage either person. Neither was a villain. They just saw things differently and chose to deal with it by coming down on me. I wasn’t a victim after all…especially in the second situation, the patient was the one who suffered during that blame-shifting. Bullying cuts a much wider wake than we think.]

Let’s think about our workplaces. Have we given into a workplace that mimics today’s “modern” culture – technology over humanity, coolness over experience, short-term gains over long-term legacy. Bullying doesn’t necessarily come out of any of this, except that our rules of engagement can change. Within that can evolve a level of incivility that gives birth to bullying, if we are not vigilant in preventing it.

Why “Modern” Work Culture Makes People So Miserable – Jeffrey Pfeffer

Refusing to ignore bullying and calling it out when it happens are crucial. This can be risky. We have to decide if we can handle the potential negative outcomes. If we don’t wrestle with the problem,  it can become commonplace and the silence is deafening.

“Words denied mean analyses not offered, things not grasped, surprise not registered, strangeness not taken in, all of which means that terrible mistakes are repeated, wounding ways of acting in the world never seriously reconsidered. The words’ absence chains you to the present, to what’s accepted and acceptable.”Tom Engelhardt

Am I wrong here? Is our workplace immune to what our culture is going through? The US is divided right now over how we are handling some huge social issues- racism, poverty, immigration, and potential national threats from outside the US. The media is peppered with Americans calling foul on what is perceived as bullying – from our leaders as well as special interest groups.

What is our recourse? One popular action seems to be to bully back…to villainize…to essentially return blow for blow. Social media is slammed with “he said, she said” hateful rhetoric. I’m so thankful for those who take a path of peace and wisdom (like the news story recently of 5 young people in our city who struck a blow for genuine rather than symbolic change. Transformative change).

Maybe, bullying in the workplace is hard to change because we as adults should be able to fight our own battles, unlike children who need help when caught up in this destructive cycle. We want our children to feel safe and to learn effective ways to deal with confrontation and conflict. In the workplace, we also want to have an atmosphere of mutual respect, purposefulness, and trust.

While insulating ourselves from bullying is one approach to deal with it, hopefully we can consider a more proactive stance. Many schools these days have a “No Tolerance” bullying policy. The students didn’t come up with that. It was people in authority advocating for them – parents, teachers, the school board. What would a “No Tolerance” model look like where we work? Who would set that in place? How would it work?

As peers, we can confront bullying and intervene with each other. However, to change a whole culture, we need those with greater authority to advocate for such a work environment.

Something to think about…and consider.

Please check out the links below – excellent reading on this weighty topic. Also if you have experienced workplace bullying or if you’ve known success in curtailing bullying in your workplace, please share in Comments below.

Anti-Bullying Week: Of Weasels, Snakes, and Queen Bees [Don’t miss the short video – clarifying & tremendously useful]

Infographic – 7 Facts of How to Deal with a Bully at Work – Catherine Adenle

Who Is a Workplace Bully’s Target? – Sally Kane

The Top 5 Threat Assessment and Workplace Violence Prevention Trends in 2017 – Arnette Heintze

75% of Workers Are Affected By Bullying – Here’s What To Do About It – Christine Comaford

The Hidden Toll of Workplace Incivility – Christine Porath

Worship Wednesday – the Faith to Believe

Photo Credit: Flickr

For by grace you have been saved through faith. And this is not your own doing; it is the gift of God.Ephesians 2:8

For the first twenty years of my professional life, I was privileged to have close encounters with five life-changing realities. It was a season of caring for cancer patients and their families – when their diseases were raging and in the final days of life. These experiences galvanized my faith in God and how his image is embedded in us – his creation. These realities are:

  1. Courage in exceedingly hard places
  2. Deep enduring love across a harsh illness and when time is fleeting
  3. Hope mingled with humor
  4. Death isn’t final…our spirits go somewhere (for sure, they leave the body)
  5. Faith to believe

Caring for patients receiving chemotherapy and other treatments for life-threatening complications can prompt an intimate caring relationship. To watch patients (and families) deal with such hard and to be in a position to help them through it gave me a window to extend love and honor to dear ones in crisis.

Was there always courage? Was love always expressed between us all? Was humor or hope or faith a constant?

No…but remarkably, more often than not, this was what I observed… especially in those sustained by a relationship with God.

In the last couple of years, I personally have experienced a cancer diagnosis and a couple of respiratory emergencies that brought those same realities into my life. In such times, much in life gets clarity…a sharper focus, a deeper understanding.

Breathe has been a theme in my life for over a year now…put that together with the title of a film starring Andrew Garfield…and it caused me to NOT “skip the ad” on YouTube.Photo Credit: Breathe, YouTube

I was unaware of Robin Cavendish until I saw the trailer for the film Breathe. Cavendish was a Brit who developed polio at the young age of 28. He was paralyzed from the neck down and required a ventilator to breathe. In those days (1958), he would have been confined in a hospital for the remainder of his days. However, he nor his wife, Diana, would hear of it. After a year in hospital, he went home and adjusted to this very different life, as only Robin would. They had a child and he would be able to see him grow up (in fact, son Jonathan Cavendish produced this film). Robin was a pioneer in advocating for the disabled, especially those like him needing more extreme measures to live a more normal life. He died at 64.

[Since my years in graduate studies in rehab and cancer nursing…the courage I saw in so many patients and families…courage in struggle…never ceased to inspire me.]

I am always intrigued about “based on a true story” films. Reading up on Robin Cavendish’s story, my heart soared and then sank…fullstop at the short statement below:

Cavendish was an atheist.Wikipedia

I have never understood atheism. Even during spiritually flat and confusing times in my life, the existence of God has never been at question.

Especially watching beloved patients at the moment of death…their faces relaxing and their bodies emptying of who they really were. We don’t just stop existing…life here stops and starts at exactly the same moment…There.

Now that I know Robin Cavendish, he has my admiration and respect at how he took back his life and helped others do the same. I wonder if, before his life was done…if he had the faith to believe. One line in his obituary reads:

It is a strange irony that, though professing to be an unbeliever himself, he had a capacity for making other people feel closer to God.*

*Obituary – Robin Cavendish – Alice and Tim Renton

What a great gift is faith to believe. We don’t conjure it up. God Himself presents us the faith to believe…it is ours to reject or receive.

Worship with me. Below you will find two songs – Faith to Believe by Shane & Shane and Jesus Is Better by Austin Stone. Choose either or both in celebrating the God who gives us the faith to believe. [Then scroll down to the prayer at the end.]

YouTube Video – Shane & Shane – Faith to Believe – (with lyrics)

Give me the faith to believe You
When I’m stuck here in my fear
Give me the strength to trust You
When my vision’s blurred by tears
Give me a hope for tomorrow
Because today has gone so wrong
I’m on my knees
Give me the strength to believe

Even when I cannot see You
You’re still shining, You’re still shining
Even when I cannot hear You
You’re still calling out my name
Even when I cannot see You
Your arms are open
Always holding on to me
Give me the faith to believe

You say You’ll never leave me
Your love will conquer fear
You say Your day is coming
When You’ll wipe away my tears
Give me a hope for tomorrow
Because today has gone so wrong
I’m on my knees
Give me the faith to believe

Give me the faith to see the invisible
Give me the faith to believe the impossible
Give me the faith to receive the incredible
Oh give me the faith to believe it**

There is no other so sure and steady, my hope is held in your hand
When castles crumble and breath is fleeting, upon this rock I will stand
Upon this rock I will stand

Glory, glory, we have no other king
But Jesus Lord of all
Raise the anthem, our loudest praises ring
We crown Him Lord of all

Your kindly rule has shattered and broken the curse of sin’s tyranny
My life is hidden ‘neath Heaven’s shadow, Your crimson flood covers me
Your crimson flood covers me

Glory, glory, we have no other king
But Jesus Lord of all
Raise the anthem, our loudest praises ring
We crown Him Lord of all

In all my sorrows, Jesus is better – make my heart believe

In all my victories, Jesus is better – make my heart believe

Than any comfort, Jesus is better – make my heart believe

More than all riches, Jesus is better – make my heart believe

Our souls declaring, Jesus is better – make my heart believe

Our song eternal, Jesus is better – make my heart believe

Glory, glory, we have no other king
But Jesus Lord of all

Glory, glory, we have no other king
But Jesus Lord of all
Raise the anthem, our loudest praises ring
We crown Him Lord of all

Glory, glory, we have no other king
But Jesus Lord of all
Raise the anthem, our loudest praises ring
We crown Him Lord of all***

Photo Credit: Flickr

Maybe this is the first step for atheists, too (it was for me)…so thankful for the faith to believe…to see the truth and beauty of Scripture. The Word of God walks us right up the staircase to be with Him – now and forever.

Thank You, God, for the faith to believe. With my whole being, I’m sure you daily, moment by moment, extend grace to all of humanity to know You, through one witness of Yourself or another. Help us to receive this grace. God, give us all this faith to believe.

**Lyrics to Faith to Believe – written by Shane Everett & Phil Wickham

***Lyrics to Jesus Is Better – written by Aaron Ivey & Brett Land

5 Friday Faves – Replacing Your To-Do List, Unsung Heroes, Legacy, Gaslighting, and Emotional Intelligence in Conflict

Here’s to another Friday. As the heat of summer fades slowly into the cooler shorter days of fall, at least some of us welcome the change. This, like so many weeks, has had its unexpected joys and challenges. I so appreciate the wisdom, helps, and encouragements that lift and help us to stay in our lanes.

Below you’ll find my 5 Friday Faves for this week plus as many bonuses at the end. It was a rich week…hope yours was as well. Also, please share any of your finds in the Comments section. We all can happily learn from each other.

1) Replacing Your To-Do List – Leadership coach Tony Stubblebine has posted a brilliant piece on doing away with our to-do lists. He prescribes a problem-solver, thinker model of interstitial journaling. This makes productive use of the space between completing one project and starting the next. It entails jotting a few sentences in a journal (electronic or paper) – summarizing what we finished and jumpstarting our thinking on what is before us. This takes our to-do lists to a whole new level of getting things done.

Replace Your To-Do List With Interstitial Journaling to Increase Productivity

Photo Credit: The Inner Sage Australia

“We weren’t built for multi-tasking, so transitions between projects are very tough. We end up getting lost in procrastination. Even when we manage to transition quickly into our next project, our brain is still thinking about the last project. That means our second project suffers from partial attention. The science of multi-tasking says partial attention can mean a 40% or more reduction in cognitive performance. The Interstitial Journaling tactic solves all of these normal problems. It kills procrastination, empties our brain of the last project, and then gives us space to formulate an optimal strategy for our next project.”Tony Stubblebine

This article is hosted on Medium which offers Members Only reading (free membership) but it should allow you to read it on a first-time link click. That’s how I found Medium…and lots of helpful reading through it.

Tony Stubblebine – Productivity, Habits & Life iPhone App

2) Unsung Heroes – As I write this week’s Friday Faves, we have just finished our remembrance of the 9-11 terror attack and losses of 2001. Reading again about so many courageous victims and families, first responders and a nation in shock and grief helps in sorting out afresh what happened that day.

We don’t know what was the intended target of hijacked Flight 93 but we do know that several of the passengers heroically charged the cockpit. Among them were  Todd Beamer  and Mark Bingham. What courage!

“Let’s roll.” – The Real Story of Flight 93 – Ed Vulliamy

Another man I didn’t know about until this year was Rick Rescorla. He was the director of security for a very large company in the South Tower of the World Trade Center. After the first plane crashed in the North Tower, the building occupants were advised to stay at their desks, but he knew better. Rescorla got them all out as quickly as possible and returned to the building to make sure that everyone was out. He never got out with the collapse of the South Tower.

This running into danger instead of away is what we’ve come to expect of first responders, but we should never stop remembering them…or the cost they often pay.

3) Legacy – This week, seminary professor Chuck Lawless posted a thought-provoking piece on leaving a legacy – What Kind of Shadow Are You Leaving Behind?  He listed 14 possible “shadows” we cast for our children, colleagues, and friends. They include: Unbounded Love, Continual Selfishness, Material Idolatry, Genuine Faith, Committed Parent.Photo Credit: Pixabay

We cast shadows whether we plan them or not. They happen over time. Better for all of us to decide and intentionally establish what kind of shadow, what kind of legacy, we leave for those we love.

After you read his list, what would you add? If you comment, I’ll also share the ones that came to mind not on the list.

4) Gaslighting  – Have you ever heard this term? I had this extraordinary Aha moment this week when this term came across my Twitter feed. If you’ve had this experience you will find these definitions familiar:

“Gaslighting is a form of manipulation that seeks to sow seeds of doubt in a targeted individual or members of a group, hoping to make targets question their own memory, perception, and sanity. Using persistent denial, misdirection, contradiction, and lying, it attempts to destabilize the target and delegitimize the target’s belief.” – Wikipedia

“Gaslighting is a colloquial term that describes a type of psychological abuse in which the abuser denies the victim’s reality, causing him/her to question him/herself, his/her memory, or his/her perceptions. The term gaslighting is also sometimes used to apply to the use of inflammatory behavior or language that provokes someone to behave in an uncharacteristic way.” – TheGoodTherapy.org Team

Gaslighting often happens in relationships when one person uses a sometimes subtle manipulation to cause the other to think maybe she/he misunderstood or over-reacted to something the former did or said. In this unhealthy situation repeated over the course of the relationship, the one being “gaslighted” can begin to distrust her/himself and even go as far as to question their sanity.

I have had this experience and it is highly unsettling.

Think of how brutal this can be for a twosome, family, or work team.

Read psychologist Stephanie Sarkis‘ two pieces below. Very helpful.

11 Signs of Gaslighting in a Relationship

Are Gaslighters Aware of What They Do? – Stephanie Sarkis

Photo Credit: Wikipedia

You’re Not Going Crazy: 15 Signs You’re a Victim of Gaslighting – Aletheia Luna

5) Emotional Intelligence in Conflict – Even people with strong emotional intelligence can find themselves off-balance when in conflict with someone. Leadership writer Marcel Schwantes gives counsel for this in 7 Brilliant Things Emotionally Intelligent People Do When Their Buttons Are Pushed.Photo Credit: Wikimedia Commons

Schwantes encourages us to respond rather than react in a conflict situation. His seven action points follow (read more of his article for his commentary on each one).

  1. Get perspective.
  2. Take a 6-second pause.
  3. Stay humble.
  4. Try empathy.
  5. Ask the most conflict-diffusing question. [“Are you ok?” What’s going on?”….what else would you think would diffuse the situation?]
  6. Speak from your authentic self.
  7. Be the first to reach out after conflict.

Don’t miss the brief video at the end of Schwantes’ piece on 3 Simple Questions to Improve Your Emotional Intelligence.

Okay, Friends…let’s have a safe weekend, enjoy the weather, and be kind to those along the way.

Bonuses – Fascinating and worthy of their own Friday Faves slot – it was a rich week of learning and savoring what others bring to the table.

You Went to a Funeral and Then You Went Home – Courtney

Ryan JonYouTube Video – I’ve Never Met My Biological Mother

A Child’s Brain Develops Faster with Exposure to Music EducationAnita Nee

YouTube Video – The Clothing Industry Wants to Make Us Shop – More Waste – Opposing Views or Opposing Views’ Facebook page

How America’s Health Care System Got So Jacked Up – and How We Can Fix It – Jonathan Clark

5 Friday Faves – Destiny Meets Classical Guitar, Parenting Hacks, Storms, Waffle House Index, and Country Stores

Friday! For our part of the world, these days bring teasers that Fall is on its way. Cooler temperatures and the brush of color in the trees are lovely signs of change in the seasons.

Hurricane season also peaks this time of year and we’ve seen it in Harvey and Irma – such nice old-fashioned names for such catastrophic events. We are moved to pray for, serve, and give toward the needs of those most affected by these storms.

Today, these are my favorite finds of this week:

1) Destiny Meets Classical Guitar – For video gamers, Destiny 2 just came out. Nostalgia is high for those who grew up with the original Destiny game of battles and heroes. Among those is classical guitarist Nathan Mills of Beyond the Guitar. Photo Credit: Screenshot, YouTube

No nostalgia for me, but Nathan’s arrangement of several of the themes from Destiny is lovely. Catch it here…featured also this week at Bungie.

2) Parenting Hacks – Don’t you love truly helpful parenting advice? The gentle sort that is genius without being judgmental. I found a YouTube channel with just this variety of help – Nurture. Check it out. The video on retrieving something a child put up her nose is “Of course! Why didn’t we think of that?”

Orange Pip | Children's Hospital

Would you know what to do in this situation?

Posted by Nurture on Tuesday, August 22, 2017

3) Storms – I have never endured the path or aftermath of a storm like Harvey or Irma, so I wouldn’t give counsel on how to deal spiritually with such a thing… However, other storms have blown against my heart and that of those much loved in my life. Photo Credit: Wikimedia Commons

Leslie Leyland Fields is a fisherwoman and an author. She deals with storms of a physical nature…as well as spiritual. Fields writes fascinating stories about her family’s Alaska fishing business. Especially riveting are the stories of the storms that come up. Read her blog on a recent storm they experienced (her son’s video could give you motion sickness, so be prepared).

We live too much in a too human world, most of us, surrounded by the work of our own hands, cossetted and comforted and cozy most hours of the day and night. We fashion our lives and our prayers around safety, success, We cannot escape ourselves or our own small desires. But enter a storm, climb a mountain, sail the sea, wander an old-growth forest—be afraid—and you will so suddenly and gloriously disappear. You will feel the wind blowing through your clothes and your soul. If you are lucky you’ll be terrified and you may cry like Peter, “Lord, I am a sinful woman, go away from me!” Your little household gods will die, and part of you will die with it.

And you’ll be glad.Leslie Leyland Fields

There is something in the experience of storms (or earthquakes, drought or flood) that forces us to deal with the frailty of both stuff and life itself. We reach out…to God, and to others. We reach out to what is most real.

Check out Fields’ latest book: Crossing the Waters: Following Jesus through the Storms, the Fish, the Doubt, and the Seas.

Baptist Global Response – Hurricane Irma Disaster Relief

4) Waffle House Index – I love the Waffle House. We have big family memories of breakfast with my parents and their grands and great-grands. Waffle House never closes…unless…Photo Credit: Flickr; FLickr

Unless a storm is so fierce, Waffle House employees are at risk. Because of this, there is actually a storm measure called the Waffle House Index. If this tiny all-service restaurant closes, then you need to get out of town!Photo Credit: Screenshot, CNBC

5) Country Stores – Another chain of restaurants that offers its own unique comforts is Cracker Barrel. Just last night, we ate there, and our friend accompanying us gave his reasons why he never tires of it. “Cracker Barrel always reminds me of home. As much as I travel, it guarantees a meal that tastes home-cooked.” For me, as great as the food is, it’s the country store of Cracker Barrel that enchants. Fall is fully displayed right now, and Thanksgiving and Christmas aren’t far behind. Love that. Always a reminder of the stuff of celebration. Like the porch light is still on, through the storm. I know…a bit sappy…but a sweet respite. 

Hope your weekend is out of harms’ way – far from the storms passing throuagh, but especially I hope you have a sure safe harbor. Until next time…

Bonus

How I Paid Off My $64,000 Mortgage in 15 Months

How I Paid off my $64,000 Mortgage in 15 Months

Monday Morning Moment – Audacious Leadership – Lead Like Jesus

Photo Credit: Leo Reynolds, Flickr

Today’s workplace bends with the culture. Historical and current contexts are present in our work culture, whether or not we acknowledge it.  What if our culture has lost its interest in history…in experience… in the wisdom of the ages? What does that mean for those of us in the workplace, when cultural context isn’t seasoned by what we learn from the past? What does history teach us about leadership, about work, about each other?

When I think of audacious leaders, by definition, they can be two different sorts of folks:

  1. Courageous bold risk-takers, or
  2. Arrogant, impudent decision-makers

A negatively audacious leader demands followership. A positively audacious leader, in his own way, also demands followership. Still the most followable leader is the one who leads with both courage AND care.

Hopefully your experience of audacity in leadership is the most a positive one (as will be spelled out more below). Two things leaders always communicate, either positively or negatively, is that “work matters” and “people matter”. Context and history both matter, also, even though the trend in thinking is toward the ever-changing “latest and greatest”.

I am sounding really old here, but fortunately those who speak with much greater authority across the business world are starting to sound the same clarion call. Take Steve Farber and Paul Sohn.

What do they say about radical, audacious history-changing leadership?

In leadership coach Steve Farber‘s article What Is Extreme Leadership?, he talks about taking a “radical leap”. He asks the question: “What can I do, right now, regardless of what others around here are or are not doing, to change my piece of this world/company/organization for the better”?

The acronym is LEAP:

  1. L – Cultivate love.
  2. E – Generate energy.
  3. A – Inspire audacity.
  4. P – Provide proof.

Photo Credit: Extreme Leadership, Steve Farber

The Radical Leap – a Personal Lesson in Extreme Leadership – Steve Farber

I love Farber’s definition of extreme (audacious) leadership and I’ve had the great fortune of working with leaders like that.

Paul Sohn, also a leadership coach, write about a bold leadership model – one that incorporates the practices and wisdom of Jesus of Nazareth.

[Sidebar: It’s a shame that most think of Jesus as belonging to Christianity. I wonder, even, if only Christians read to this point of the piece. There is so much to learn and appreciate in the teachings of Jesus. Being put off by how we as clay-footed believers represent him at times is part of our dilemma today. Please don’t miss the wisdom and understanding his life offers to all of us.]

In Sohn’s article, 12 Leadership Lessons Every Leader Should Learn From Jesus, he lists out these lessons and gives context and commentary. Click on the link above to read more.

  1. To serve is to be great.
  2. There is a cure for worry.
  3. Love conquers all.
  4. Follow the Golden Rule.
  5. Ask for what you need.
  6. Judge not.
  7. Keep your word.
  8. Give in secret.
  9. Forgive others.
  10. Speak good words.
  11. Nothing is impossible if you have faith.
  12. Use it or lose it.                        – Paul Sohn from the teachings of Jesus

12 Leadership Lessons Everyone Should Learn from Jesus

On Sohn’s bio page, he showcases this quote:

“If you want to build a ship, don’t drum up people to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea.”

“One will weave the canvas; another will fell a tree by the light of his ax. Yet another will forge nails, and there will be others who observe the stars to learn how to navigate. And yet all will be as one. Building a boat isn’t about weaving canvas, forging nails, or reading the sky. It’s about giving a shared taste for the sea, by the light of which you will see nothing contradictory but rather a community of love.”Antoine de Saint-Exupery

This is such a beautiful picture of audacious leadership in the most positive sense. We who work together to develop a product or deliver a service can create something better together. Not only is the product or service better suited for the customer, but we are changed in the process.Photo Credit: George Couros, Flickr

I do actually think it matters who the leader is, because our whole culture moves and shifts in response to who’s making decisions. However, we can determine (as leaders or as team players) to honor and elevate one another…as servant leader Jesus demonstrated in his life and teaching. We can build capacity, caring, and community, as Farber and Sohn prescribe, in how we lead and work.

We look back to what history has taught us; we consider the context of current culture; and we work forward to, hopefully, a better future. It’s only in giving up, that we fail. Be audacious in moving forward. It’s Monday…lots can happen.

The People Skills of Jesus – William Beausay II

The Management Methods of Jesus – Bob Briner

Lead Like Jesus Revisited – Ken Blanchard, Phil Hodges, Phyllis Hendry

Culture Eats Strategy for Breakfast – Paul Sohn

Wisdom for the Workplace – The Christian Working Woman – Mary Lowman

17 Powerful Workplace Scriptures – Work Matters – Whitney Gaines

5 Friday Faves – Beyond the Guitar, Underdog Movies, Tim Tebow, Church and Unchurched, and Vacation Food Memories

What a week! The news is full of mostly scary stuff. Thankful we made it to Friday. Below are five of my favorites of this week – mostly light-hearted – hope they make you smile mostly, and think a little, too.

1) Beyond the Guitar – Nathan Mills has done it again. His arrangement of Priscilla’s Song – from the highly acclaimed videogame The Witcher 3 – Wolven Storm – is just beautiful.Photo Credit: Beyond the Guitar

So how convincing was my familiarity with this video game series? I know nothing more than what the website told me and how much-loved it is by those who commented on his YouTube video. Still, the whole world of video game music has become a new love of mine…since Nathan has taken to arranging some of his favorites for classical guitar. The composer of this piece is the brilliant Marcin Przybylowicz. Watch here.

2) Underdog Movies – For a couple of years, while we lived in North Africa, I taught a film class in an international high school. One of my favorite genres of film is the underdog movie. Teachable moments abound in films where an individual or group must battle to the top, on their own or with each other’s help.

Two of my current favorites are McFarland USA and Spare Parts. Photo Credit: McFarland USA, To the Flixs

Photo Credit: Spare Parts, To the Flixes

What are some of your favorites- either recent or from times past? Please share them below in Comments.

Best Movies About Underdogs

The 19 Best Underdog Movies that Fill Us With Hope

21 Underdog Movies You Must Watch

4) Tim Tebow – What comes to mind when you hear the name Tim Tebow? Heisman Trophy winner, football player, baseball player? What else that has to come to mind is unashamed Christian and all-around good guy. I wish I could find the Tweet this morning that pointed to a short and shaky homemade video by a proud mom, Ileanna Bosch. Her son, Seth, is a big fan of Tim Tebow, and he made his way through the fans to get within reach of Tebow just before he batted for the St. Lucie Mets. Tim was warming up but came over to the fence to shake Seth’s hand. Then he went on to hit a three-run homerun. Do NOT miss the video and story here.Photo Credit: NY Daily News

Tim Tebow, professional athlete and author of the book Shaken: Discovering Your True Identity in the Midst of Life’s Storms Tim turns 30 this month (August 14) – happy birthday, Tim!

4) Church and the Unchurched – If you don’t love Jesus and aren’t interested in church, you may want to skip this one…but why not at least consider the question of what about church isn’t for you? For those of us who DO love Jesus and want to share that love (in word and deed) with others, we would do well to consider our Canadian pastor friend Carey Nieuwhof‘s words in his piece below.

7 Things Christians Should Give Up To Reach Unchurched People

If you didn’t click on the link, here’s what Carey raises as personal preferences of ours that might be turning away our unchurched friends:

  • Music
  • Politics
  • Style
  • Buildings
  • Money
  • Time
  • Our Lives

“When your preferences keep unchurched people from the promise of Christ, it’s time to change your preferences.”Carey Nieuwhof

[Don’t miss the comments section of his piece…good stuff also.]

5) Vacation Food Memories – Popovers at the Jordan Pond House, Acadia, Maine. Mmmmmm. My best friend, Paulette, and I did a road trip from Georgia to Maine one summer, a very long time ago. We camped in Acadia National Park. We drove all through the park and along the coast. The beaches of the Atlantic Ocean were covered with smooth stones. I probably still have some that I collected. It was a rainy, coolish afternoon in June. We pulled into the Jordan Pond House parking lot without knowing what we would find. We sat at a table inside. Little jars of flowers were everywhere – on all the tables and also on the ledges of all the windows of the restaurant. It had the effect of stained glass with all the colors, even on a cloudy day.Photo Credit: NPS

We ordered popovers and coffee. They were brought to our linen-covered table as if a part of a special ceremony – thecoffee service, the tall still-steaming popovers, and dishes of butter and strawberry preserves…Like it was yesterday.Photo Credit: stuart_spivack, Flickr

A day in the life of a popover chef at the Jordan Pond House

Have a sweet weekend. Savor every day. Be gentle with yourself and those around you. We live in troubled times…but God draws near.

Bonuses:

Chocolate Cake –  If you love chocolate cake, you do not want to miss this recipe or the buttered-with-Southern-charm video about this cake by Southern Living. You will be drooling, I promise you.

River City Movers – Don’t you love small businesses that demonstrate a strong work ethic, value customer satisfaction, and hold down the cost of services? If you have a move in your future, River City Movers take a lot of stress and expense out of the experience. They assist with moves all over the US. Jim Bragg (on the left) is both professional and amicable. These are just some of his guys and they were committed to finish the job and finish it well.

Declining Sperm Countsin the Western World and Around the World – Fascinating but not sure how correct all this is – Would love to hear what you think. It is not a fave in the usual way but in the actions men can take to help themselves to father children.

Global Leadership Summit – Missing this summit today – very sad face. I can depend on Brian Dodd to post best quotes from the Summit (watch his blog over the next several days). Here also.

Gray HairYouTube Video – Why My Gray Hairs Make Me Happy – Be That Person – The Stay at Home Chef