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Monday Morning Moment – Reflecting on Family

September 3, 2025 admindeb 2 Comments

[Dave’s Mom, Our Adult Kids, Dave & Me – Not all the grands are on social media – but they begin the next generation of our family.]

I want to write about family…well, this family right here. In fact, I want to write a letter to them. Feel free to read along.

Dear Family,

Yesterday was a sweet time celebrating our September birthday guys – Dave & Nathan. Father & First Son. You both are so dear to all of us.

To you siblings and siblings-in-law, I love you so much. In the early years, I had this wild idea about how, while we live in the same city, we would get together weekly – like for Sunday dinner – like in the TV show Blue Bloods.

[Blue Bloods – read the short piece on how their weekly family gatherings shaped the show and character relationships.]

We don’t get together weekly, and that’s ok. When we do get together, it can be loud and opinionated, just like that TV family. However, it’s always rich – food for thought as well as body. Hope you leave each time, not just with a full tummy but, with the refreshed understanding of how much you are loved. Not just by Dad and me but by your siblings.

[I’m a faithful documenter of people and special events. Always working on their patience. It means a lot when everyone cues up and smiles, but occasionally someone doesn’t feel like it…and that’s ok.]

To our youngest: I know being the baby of the family can get old, especially when you find yourself in your mid-30s. Hopefully you know that your opinions matter to your family. We want to know what you think… always. It made me sad that you were suffering from a headache through most of the meal yesterday. Please take heart that although we all don’t always agree on everything, we are grounded in love for each other. That’s priority and it will never change. Ever. I want to thank you for loving your family, too. You don’t have to show up and yet you do. There is a measure of hard in your life, different from ours, which would be easy for you to stay focused on. It gives us immeasurable joy when you are able to shake off the hard and laugh about “the old days”, tease your siblings and absorb their ribbing, and love on your nieces and nephews. It’s also no small thing how you serve us (me) – baking and straightening.

[Lots of Sibling Love Right Here]

To the married siblings and their spouses: You have incredibly busy lives, and yet for those hours when we are together for the odd special occasion, time slows. You are present. You are engaged. You are yourselves. The flow of conversation is easy and animated. You roll with the skirmishes between little cousins and you parent them all so well. I hope you know how much you are loved. As your Dad (Dad-in-law) and I get older, we are so grateful for how you hang in there with us and each other. Family estrangement is so prevalent in our world today, but so far, we have weathered the storms. Your commitment to our family is something we do NOT take for granted.

[The Guys]

[The Big Sister & the Little Brother]

To any who are reading: all families are different. Within each family, there are tremendous differences in temperaments, preferences, and even worldview. Ruptures can happen and repair is hard to come by. Our Sunday birthday dinner reminded me of things learned over the last few years:

We can make a place of safety and security for those we live.
When we are only around people who agree with us, we experience an echo chamber of affirmation. When we experience dissonant voices from those who love us, we learn how to better love those different from us.
In a rowdy family discussion, we still probably agree more than we disagree. Take an inventory on that from time to time. How do we affirm each other even when we don’t agree?
Lead with curiosity and empathy. If contempt is stirred up, recognize it for the destroyer of relationships it is, and take steps against it (see here).
Remember life is messy. Family is messy. We may prefer our lives (and families) to “look” a certain way, but it’s healthier for us to be real and honest with each other. “The human mind doesn’t have the capacity to live a life so curated” (convo with friend/counselor Taryn Blocker).
Flexibility is a character quality we all need to navigate relationships when people are crossing our boundaries. Flexibility, humility, and forgiveness. It’s going to happen, especially in family. Respecting boundaries goes both ways and takes both self-care and other-care. Or relationships break down.
What else? What would you add to those list? Please share in comments.

[The original three & me]

I am very thankful for this family. With all our warts. Not unlike any other family out there. So thankful for the relationships these siblings have with each other, and for the littles with their sibling and cousin relationships. Check out these beautiful reels from Instagram on the topic.

Instagram – Siblings Are One of the Most Important Relationships You Will Ever Have

Instagram – “Who do we call when you’re not around?”…”Each other.”

Finally, I’d like to just mention psychiatrist Dr. Gabor Maté‘s opinion on how all children grow up in different families with different parents. He justifies that thinking about how we, as parents, change and evolve in our thinking on parenting, with each child, and our children are all different from each other. We may even use the same practices but our children react differently to them. The old adage” of “caught or taught” would bring meaning to this as well.

“Siblings may grow up in the same house, but that doesn’t mean their childhoods were the same. Not even close.

Same parents? Nope.
Same family? Nope.
Same childhood? Absolutely not.

Parents show up differently for each child depending on the season of their life, their relationship, and even their financial situation.

It’s not about who is loved more.
It’s about how that love is expressed — and how each child experiences it.

If you’ve ever wondered why you and your siblings remember childhood so differently — this is why. – Clip from The Mel Robbins Podcast, Conversation with Dr. Gabor Maté – “Why You Feel Lost in Life: Dr. Gabor Maté on Trauma & How to Heal”

How Today’s Parents Say their Approach to Parenting Does – or Doesn’t – Match Their Own Upbringing – Pew Research – Kiley Hurst, Dana Braga, Shannon Greenwood, Chris Baronavski, & Michael Keegan

Dr. Gabor Maté Explains His ‘No Two Children HaveThe Same Parents’ Philosophy – Annie Reneau

Then, to those amazing adult children, add spouses, careers, and varied life experiences to the equation, and we continue to have the wonder of family – familiar and yet also new and changing. It makes for a fascinating Sunday dinner experience…and a lifetime of tilling the soil of a safe, secure, and hopefully sacred love for each other.

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Monday Morning Moment – Contempt is Cancer in the Workplace…and Any Other Place

March 28, 2016 admindeb 4 Comments

Photo Credit: Armstrong Economics

In a culture that clamors for political correction, how is it that contempt can be so freely expressed? Even rewarded, at times? This is an enigma for me. Contempt at home or in the workplace divides people, often against one another. Like cancer, it can spread if left unchecked…changing people and impacting product.

Having a certain measure of confidence is positive for all of us on a team. It’s freeing to be in relationships with people who have a strong sense of what they bring to the table as well as what others bring. Confidence and humility actually partner well together. When we have an honest understanding of our strengths, we also extend humility as we defer to the strengths of our colleagues.

The problem comes for all of us when confidence shifts into arrogance. Worse yet, when arrogance darkens into contempt. Arrogance is an attitude of thinking so highly of oneself that we tend to put down the thinking and efforts of others. Contempt is similar except the emotions are stronger and more mean-spirited.

Photo Credit: SlideShare

What makes contempt so cancerous in our relationships is that it tends to spread, both internally and externally. When we allow ourselves the luxury of contempt, we grow in our justification of it. It may have started with an unappreciative boss or demanding client, but contempt, unchecked, will inject its poison indiscriminately. We become comfortable with our disdainful opinions of others…at work, in our families, and pretty much toward anyone who crosses or annoys us.Photo Credit: LiveforChristResources

Chris Johnson, CEO, Simplifilm Inc. of Portland, Oregon, wrote a piece confronting contempt as a cancer in the workplace. He offers 5 steps to preventing contempt from shattering our work and our work relationships:

1. Don’t Vindicate Yourself. A customer had an experience they didn’t like. You don’t need to prove if you are right or wrong. That’s not relevant. What’s important is making a judgement: is this worth fixing?

2. Look At The Opportunity. Some people are surly, disrespectful, ungrateful and wrong. Some of them have big jobs. Some people like that have power. Learning to work with these people — without getting drawn in — is a skill that you should have.

3. Always Err on the side of empathy. What are the consequences of being nicer to someone than they deserved? What are the consequences of being meaner? Will too nice of a response to a human ever ruin a career?

4. Cultivate Improvement Bias. When something goes wrong at Simplifilm, there are two components: what do we do with our transaction, and what do we do with our system. For the transaction, we try and fix it with empathy. We believe that we caused it. Because if we caused it we can improve our system.

5. Rethink your filter. Most people say “block out everyone, make customers prove themselves to you.” Being available can be hard. Many filters are vanity in disguise. If you knew the people that answered their personal emails… – Chris Johnson

Contempt like cancer can be smoldering without our awareness. I am generally a positive and empathetic person, but, if I’m honest with myself, there are those in the workplace who don’t experience much compassion from me. It’s an uncomfortable confession to have to make.

As we practice mindfulness in our relationships at work, we hopefully will remember to respond instead of react. We can rein in contempt by refusing to think ill of others, by staying engaged, and by acknowledging none of us get it right every time (exercising humility).

On the old TV sitcom, Everybody Loves Raymond, Frank, Ray’s father would often make observations that sizzled with sarcasm. One comment remains a part of our family’s lexicon: “People are idiots!” It’s so easy for any of us to look at actions or decisions made by others and shake our heads…until we remember that we all have it in us to do the same. Contempt can be diagnosed…and treated…

…with empathy, compassion, and humility. Not necessarily the coolest or trendiest work (or relationship) processes in our culture…but… What a difference they can make in the tone of our meetings, the depth of our relationships, and the measure of our own character.

So let’s get after it!

How Contempt Breeds Business Cancer (& 5 Ways to Kill It) by Chris Johnson

Contempt or Compassion by Brian Fletcher

Detecting Deception by David Berglund – SlideShare [Slide 76ff]

Confidence vs. Arrogance – and Knowing the Difference by Michele Cushatt

10 Ways to Tell if You’re Confident or Arrogant by Carmine Gallo

How Contempt Destroys Relationships by Susan Heitler

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Workplace Wisdom – Dave’s Observation on Work (and other) Relationships – What You Think of Others Matters

August 24, 2015 admindeb 6 Comments

At first, you really liked working with this person. Then, bit by bit, he/she began wearing on you. He is always playing with his phone. Her solution to today’s problem is too labor-intensive. His email responses have become terse. She is late for your meeting. You think, maybe I was wrong about him. He is not the person I thought he was. Maybe, she’s the wrong person on the bus.

When a relationship begins to deteriorate at work (or home), you are wise to take steps to turn this around as quickly as possible. You could be in a work situation that has been difficult from the outset. It is still possible for you to make inroads in turning that relationship toward a more healthy or positive one. If not altogether, at least from your side. Consider an adage that has had a long and useful run in our family and work.

Your opinion of someone approximates their opinion of you. – Dave Mills

There are exceptions, but I have found this to be wise counsel (from my husband, no less) in both personal and professional relationships. When what was a warm, congenial relationship takes a turn toward the negative, you can actually work, from your side, to restore the relationship. Even to take it to a deeper level. It can get more uncomfortable at first, because you have to start with your own thoughts toward that person. How have they changed?

We send signals to each other – whether we speak or not.

My Mom raised us out of the era of Walt Disney’s Bambi:

“If you can’t say something nice, don’t say nothing at all.”

Good counsel except for the conversations that still go on in our heads and color our attitudes, our tone of voice, our preferences, and our decisions.

Let’s say I have an amicable relationship with a colleague, and then something happens. I may not even be aware of it – a misunderstanding, a misconstrued action, an insensitivity unaware. Then a chill develops, or a clear outright dislike. I have a window of opportunity to clear that up. Otherwise, if I don’t act, then a process can begin where I decide that person is a jerk and has woefully misjudged me…and off we go.

Remember: This can go both ways. You may have had a few off days with a colleague, and find yourself just not thinking so well of him, then stop it! It’s possible you can keep them from picking up that signal and prevent the relationship from getting more toxic as they decide you’re not so great either.

If I refuse to think ill of another person and discipline myself to be respectful, deferent in my demeanor, and tireless in pursuing understanding, I could restore that relationship. If it doesn’t improve right away, my attitude and actions work for my own benefit and can definitely help build trust with my team members. One day…that relationship may also turn. It’s worth the effort.

Jon Acuff talks about the four ways we invest in our careers – through skills, character, hustle, and relationships. In an interview with LifeReimagined.com, he had this to say about difficult, or neglected, work relationships:

“Even if you have skills, character and hustle, without relationships, it’s the career version of the Emperor’s New Clothes. Why?”

“If you don’t have relationships, you eventually don’t have people in your life who can tell you the truth about the decisions you’re making. You don’t have people who can tell you no or question you honestly. What I’ve learned is that leaders who can’t be questioned end up doing questionable things.” – LifeReimagined.com interview with Jon Acuff

He identifies three types of people in our lives (work or otherwise, really): friends, foes, and advocates. Jon writes in Do Over:

“The best thing to give a foe is distance. We should ignore most foes. The problem of course is that we won’t. If your definition of foe is too loose and is essentially “anyone who kind of bothers me ever,” your job is going to be miserable. If you see people as your adversaries, it’s almost impossible to have a good working relationship with them. The first thing is to understand whether these foes are clueless or calculated. A clueless foe is that person whose behavior encourages you to fail. They are not malicious. They are not trying to make you lose, but with the power of their influence you are. “Bad habits are almost always a social disease – if those around us model and encourage them, we’ll almost always fall prey. Turn ‘accomplices’ into ‘friends’ and you can be two-thirds more likely to succeed.” – Jon Acuff, Do Over

I think what Jon says is true. Because of my own worldview and value system (and married to Dave all these years), I don’t think we can just acknowledge there are foes out there and distance yourself from them. Sometimes, that is virtually impossible and still be effective at work. Because what can happen, if we don’t act to keep our own thinking clear, is that we take on some of that “foe-dom” ourselves. Maybe you aren’t going to be bosom buddies with this person, but your own work and other relationships can suffer if you develop bad habits around this person. Better to work on the relationship.

“For no matter what we achieve, if we don’t spend the vast majority of our time with people we love and respect, we cannot possibly have a great life. But if we spend the vast majority of our time with people we love and respect – people we really enjoy being on the bus with and who will never disappoint us – then we will almost certainly have a great life, no matter where the bus goes. The people we interviewed from the good-to-great companies clearly loved what they did, largely because they loved who they did it with.” – Jim Collins, Good to Great

For as he thinks within himself, so he is. – Proverbs 23:7

Finally, brothers, whatever is true, whatever is honorable, whatever is just, whatever is pure, whatever is lovely, whatever is commendable, if there is any excellence, if there is anything worthy of praise, think about these things. – Philippians 4:8

Do Over by Jon Acuff

Fourteen Indispensable Leadership Quotes from Jim Collins – Thom Rainer

How to Deal With Difficult Co-workers – Read keeping in mind that some days you might be the one perceived as difficult.

Photos: Just a few of the men in Dave’s life who required no special work on his part to love and respect…and there are many more. Grateful.

Attending or Focus, Global Leadership Summit, Inspired, Leadership, Lessons Learned, Monday Morning Moment, Service, Workplace or Marketplace

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

August 17, 2015 admindeb 6 Comments

Photo Credit: Arnezzy.tumblr.com

Just the expression “5-Star Hotels” summons delicious images of ocean views and chic, comfortable rooms and all those tiny touches to insure your return. Though never a guest in such a hotel, I have enjoyed 4-star treatment, and I have been a customer of Chick-fil-A and Southwest Airlines. All through our days, we are administering and receiving some sort of customer service.

A couple of weeks ago, I had the privilege of learning about customer service from Horst Schulze, a world-renowned leader in the field of luxury hotels. He gained his wisdom and expertise, up through the ranks, and his counsel is applicable to any peopled workplace or organization. Schulze puts caring at the foundation for world class excellence – not just caring about the customer or client (albeit extremely important) but caring for all people (the employees and all who interface with each other in his industry).

Mr. Schulze talks about the service process as three parts: delivering an excellent product (without defect), in a timely manner, with genuine caring. Genuine caring. Not silly over-friendliness, or with casual sloppiness. Genuinely caring for the customer’s personage, time, and purpose for that interaction.

Since his presentation, I have intentionally looked at service very differently. Whether we’re talking about a small business or a large franchise, a school or university, or even such a thing as a church connection team. We can enhance customer satisfaction and loyalty by intentionally and comprehensively setting our culture.

Mr. Schulze is people-oriented – with his employees, vendors, and customers. He manages this in his hiring and training practices and through a vigilant daily (industry-wide) practice of his canon of customer service standards* (definitely worth a read- click on the link below to read the 24 standards). As I listened to him speak, his whole demeanor was that of one who joyfully delights in excellence and bringing it to bear in improving the lives of those around him.

No matter how well we think we’re doing in providing services or responding to the needs of our clients/customers, we would do well to look at the practices of such businesses as the Capella Hotel Group, Chick-fil-A, and Southwest Airlines. You will see this common thread of caring in their philosophies, culture, and standards.

“I dreamed of hotels where every employee comes to work not just to work but to create excellence, where every employee is committed, and where it’s not about creating rules but about every customer being taken care of the way they want to be taken care of.” – Horst Schulze**

“Focus on creating an organization of excellence and have processes where you can transfer excellence. That starts by finding out what is excellent in the eyes of the customer – what the guest really wants from us – based not just on what they said they wanted but what they were really thinking.” – Horst Schulze**

“It’s my responsibility to set standards. I have no right to accept mediocrity or limitation. If you don’t point out flaws, mediocrity will set in. It’s my business to do what is right and not make excuses for mediocrity. I agonize when I make a decision that it is good for all concerned; if it’s not, I don’t do it.” – Horst Schulze**

[Leading by Culture] “Southwest was the first to create a position entitled “Vice President of Customers.” For many years Colleen Barrett held the position. She understood that Customers always come first, and that in order to have a Customer service mindset you cannot separate the importance of the internal Customer (Employees) from the external Customers (passengers). If the internal Customer is happy, it will naturally flow to the external Customer in the form of good service.” – Lessons in Loyalty, Ian BrooksPhoto Credit: leapQ.org

“Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one. The word ‘restaurant’ means place of restoration. We think of Chick-fil-A as an oasis where people can be restored. We’re all people with a lot of emotional things going on that don’t necessarily show on the surface, so we try to offer amenities and kindness that minister to the heart.” – Dan Cathy, President, Chick-fil-A***

Photo Credit: jyontheroad.blogspot.com

“Forty years ago, exceptional was a glass elevator in the lobby; then it became real paintings and fine marble and so on. Now it’s coming back to doing what the individual guest really wants: personalized and individualized service geared not to the market, but to the individual. True luxury today is about responding to each individual guest.” – Horst Schulze**

*Capella Hotel Group’s Canon service standards conceived by chairman and founder Horst Schulze

**Defining Luxury – LEADERS Interview with Horst Schulze

YouTube Video – Horst Schulze- Presentation on Customer Service

Global Leadership Summit – 6 Take-Aways from Day 2 of #GLS15

Summaries on All Speakers of Global Leadership Summit 2015 by David M. Arnold

Notes from the GLS15 – Creating World Cass Service – Horst Schulze

****A Lesson in Customer Service from Chick-fil-A President Dan Cathy

The Chick-fil-A Difference: Why Customer Lingo Matters

Thank you. My pleasure.

What You Can Learn from Southwest Airlines’ Culture

***Lessons in Loyalty: How Southwest Airlines Does It – An Insider’s Point of View

Southwest Airlines – the Airlines with Heart – and One Heart I Know Well

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10 Quotes by Jon Acuff on Developing New Skills & Sharpening Old Ones – Part 3 of Do Over Series

July 13, 2015 admindeb 6 Comments

Photo Credit: Nathan Mills Guitar

There’s this guitarist I know. His music is a work in progress. Not his music itself, because he hones his craft daily. Still, his career in music is a study in skill development. No industry stands still. The ability to silence a room with the sound you bring out of a guitar does not a living make. Usually.

There are so many other skills called to bear in a successful career in music today. Composing, arranging, teaching, performing, collaborating, marketing, production, diversifying style or instrument. Whew!

Then there’s your day job (by necessity, or for other reasons). Wisdom is to bring the same disciplines and desire, of that skilled musician, to work every day. To be the best asset you can be for your employer or your company. Shirking entitlement and nurturing an attitude of graciousness and gratitude.

Who is this person?!

Jon Acuff talks about becoming such a person in his book Do Over. He tackles the subject of sharpening and developing skills as imperative to any career, and especially to break through a Career Ceiling.

Have you ever gotten stuck in a job? No, I’m not talking about being ungrateful or feeling entitled to a better situation. I’m talking stuck – as in getting to a place in your job where you can’t see being able to ever advance or be more creative or grow professionally?

Acuff invites us readers to take a good look at our skills to see what exactly we uniquely bring to your job. This would include skills we might have discounted or even forgotten we had.

Below are 10 bits of wisdom from Jon’s section on skills:

Relationships get you the first gig, skills get you the second.
When you hit a Career Ceiling, skills will be the hammer you use to break through.
Don’t let fear hide a skill you’ve always had or wanted to pursue. Just because you’re afraid of doing something doesn’t mean you shouldn’t.
Small skills have the tendency to add up to big careers.
Master the invisible skills – Go to work; add value; own your attitude.
When you have a bad attitude it flavors every part of your performance.
If you want to get better at something, it always costs time. If you don’t have any, steal some from…Facebook or any number of things that are requesting that resource without paying you anything in return.
I’m convinced that fear beats the “You don’t have enough time” drum because it never wants you to invest in your career. This is a lie.
Your willingness to discipline one part of your life creates freedom in another.
You will need skills most when you find yourself stuck. The ceilings are designed to filter out the lazy and uncommitted. Every skill can be a hammer. Start banging. Career Ceilings were meant to be broken.

Like with looking at our relationships, he calls for us to use note cards and list (one per card) all the skills we can think of – whether currently using them or only in the past; whether work-related or not so much. Once we’ve exhausted our ideas on skills then, he says to look for patterns.* It’s so easy to settle into a rut of doing the same thing every day. Going after new skills and sharpening old ones help us to be good at our jobs and, at the same time, love our work.

Whether you are a musician, a teacher, an I.T. guy or a caregiver, you have skills and you can build on those skills. Determining to be diligent to grow your skills and grateful for the opportunities to learn will take you farther than you know. Right through that career ceiling.

“You know who we should fire, that guy who keeps learning how to do his job even better,” said no one ever. – Jon Acuff