How To Transform Suffering Into Service – Leadership In Action

/in , , , , , , , , /by

“Only when we learn to be humble about ourselves, can we begin to respect others.”                                                                           – Lindsay Leigh Kimmett

A sign of great leadership is the ability to transform the inevitable losses of the human experience into something beyond the loss. While certainly not seeking pain, a person of character does find a special attractiveness in difficulty, since it is only by coming to grips with difficulty that they can realize their potential. Below is a story of courage and compassion, along with strategies to turn grief into creative endeavors that serve the greater good

Lindsay Leigh Kimmett was an athlete, a leader, and a medical student with enormous potential to do great things in the world. But her life ended when, as a seat-belted passenger, she was tragically killed in a single car rollover in 2008. Lindsay’s parents were consumed with unimaginable sorrow at her untimely passing, “but in an attempt to move forward positively,” they were determined to carry on her legacy. Lindsay’s family and friends created the Lindsay Leigh Kimmett Memorial Foundation in honor of her memory. To date, more than a million dollars has been invested into our community in Lindsay’s name through an array of initiatives, including Valedictorian Scholarships at all the three Cochrane high schools, the Dr. Lindsay Leigh Kimmett Prize in Emergency Medicine at the University of Calgary Medical School, and Lindsay’s Kids Minor Hockey & Ringette Sponsorships. Since her death, Lindsay’s family has also been very active in supporting Alberta’s distracted driving legislation and asks all to drive responsibly without distractions.

Great leaders have the willingness and capacity to turn sorrow and hardship into a gift that benefits others. Those who experience grief and have the courage to work with it and work through it, emerge a better person, enabling leadership qualities like perspective, patience, clarity, and empathy. Through learning to grieve in a healthy way, you open yourself to the capacity required to live in harmony and balance with one another and the earth.

Here are six ways to transform loss into a gift that benefits others:

  • Make room to grieve. Let life touch you. Stop and allow grief to surface when it is present. Go to funerals. Allow yourself to cry. If you can, be with your pet when they die. Spend time with a dying relative or friend. Community can be built in tragedy. Don’t be afraid to grieve and share your grief with people you care about and who care about you. Allowing yourself to grieve enables you to accept loss as a part of the good life. Grieving is a lonely journey and should not be traveled alone. You may never “get over it,” but you can work through it – by acknowledging honestly what is happening inside you, and allowing your heart to open, both with yourself and with others.
  • Accept what is. “Impermanence,” writes the poet Jennifer Welwood, “is life’s only promise to us, and she keeps it with ruthless impeccability.” Maturity means having the courage to face life as it is. Life, at some level, is a series of problems to solve. Do we want to spend our life moaning and whimpering about this, or spend our days living in the solution? At some point in our lives we have to be willing to grow up and realize that yes, life hurts. It’s hard. It’s all part of the human experience. The sooner we can accept that life is difficult, the sooner life becomes a little less difficult. Life happens. Pain is a part of our existence. At some point we have to build a bridge and get over it.
  • Let go of the anger. Anger is often born out of suffering, especially when someone or something has caused your loss. While it is part of the process of grief, unacknowledged anger or anger that festers inside, turns into the bitter poison of resentment. The antidote to anger? Name it. Claim it. Take responsibility for your reactions. Then have the courage to let it go. An indication of strong character is the courage to bear an injustice without a motive of revenge.
  • Be willing to not know. Sometimes the best you can do is accept what is. Although it is human nature to seek control through answers, sometimes the answers simply aren’t there. Often you have to delete your need to understand. A sign of maturity is the courage to accept the vast and inevitable unknown of the human experience, and the willingness to let go of the need for complete comprehension.
  • Let grief be your teacher. In the arduous journey of grief, if you pause every so often to open your heart and look within yourself, you will discover that the grief is guiding you to be a better person. While you may not be able to find your gifts in the immediacy of tragedy, keep an open mind to what life’s adversities can eventually teach you. Loss and subsequent grieving can foster, among other things, the ability to be compassionate, to connect more meaningfully with others, and to gain perspective and clarity about what matters most.
  • Turn sorrow into service. In an effort to move forward constructively, find ways for your loss to fill a need in the world. While establishing a foundation was the Kimmitt’s way to transform grief into positive action, there are many ways you can make the world better through your loss. Being open to what grieving can teach you will amplify your ability to impact others through a stronger leadership presence.

I have deep admiration for what the Kimmett family has done for our community and more in light of their tragic loss. Their willingness to turn sorrow into service is authentic leadership in action. May their story inspire you to embrace the inevitable and at times seemingly unjust and often unanswerable tragedies of life as you stumble forward – with courage, conviction, and compassion – on the journey to being a better person and a better leader.

Nine Questions That Will Change Your Life

/in , , , , , , /by

For the past twenty years my work has been devoted to helping leaders, at all levels and in all walks of life, realize and express their true greatness in the cultures where they work and serve. I have been fortunate to work with thousands of leaders from around the world and it has been a remarkable journey thus far.

I have learned from the conscious, authentic leaders that they need more than techniques, tools, and strategies to be a successful leader. The best leaders I have met understand that they also need to grow as people. They understand the importance of character, integrity, wisdom, maturity, and caring. They understand that great leadership starts with being a good person. It is that simple and that difficult.

When asked what life experiences prepared them for leadership, rather than management training seminars or MBA programs, leaders say such things as, “coming to terms with a life-threatening illness”; “spending a month in a silent retreat”; “recovery from an addiction”; “facing the death of a family member”; “raising a family”; or “investing in a long-term coaching or psychotherapy experience.”

Leadership is not an event. It’s not a noun. Leadership is a verb, a life-long process, a journey of coming to know yourself. You don’t get promoted to being leader. You have to earn the right to be called one. There are no effective tools, only tools that allow greater effectiveness by the person using them. Without a tool-user capable of applying the tools consciously, there is no lasting effectiveness. For this reason, the user’s development and maturity are just as important as the development of techniques and their objective excellence.

One of the ways you can mature as a person and thus prepare yourself to lead, is to make room for reflection and contemplation in your life. Below are nine questions that, when reflected and acted upon, will deepen your personal leadership presence.

  1. How much is enough?

Normal body cells grow, divide, and die in a relatively orderly fashion. When cells start to grow out of control, it’s called cancer. Rather than dying, cancer cells continue to grow and form new, abnormal cells. When the human instincts of ambition, achievement, and material success are unbridled, they become cancerous. How much work is enough? How much money is enough? How much success if enough? Work is a tool to create and sustain the quality of life that we most desire. All action, including work, needs to be measured against your values. How much do you need to sustain a good life?

  1. What do you do that you love?

Authenticity is where ability and passion intersect. What do you do that fulfills you? What fills you up? What do you do that brings you meaning? Often people get trapped doing what they are very good at but not passionate about. While these efforts may bring rewards, they don’t bring fulfillment or meaning. What brings you deep satisfaction may or may not be found in your paid work. When you discover work that you both love and are good at, count that as a blessing. Where in your life do you do what you love?

  1. What is your gift?

Every one of us has a unique talent. As the Celtic writer John O’Donohue put it, “You were sent a shape of destiny in which you would be able to express the special gift that you bring to the world. If someone else could fulfill your destiny, then they would be there in your place, and you would not be here. It is in the depths of your life that you will discover the invisible necessity that has brought you here. When you begin to decipher this, your gift and your giftedness come alive. Your heart quickens and the urgency of living rekindles your creativity. When you can awaken this sense of destiny, you come into rhythm with your life…” What is your destiny? What is your gift?

  1. Who do you love?

“I need somebody to love,” sang the Beatles, and they got it right. Devoting yourself to someone and experiencing the full range of the anguish and ecstasy of love, makes you a better person. To love requires courage, vulnerability, compassion, and presence. All these are not just qualities of a good lover. They are qualities of a good person. And they are qualities of a good leader. The decision to love is always a risk, and it is in taking that risk that one meets the full life. In leadership, if you cannot connect, you will be incapable of leading. Embracing love, in all its challenge and splendor, will teach you to live and to lead.

  1. For what purpose?

Leadership is both passionate and consuming work. So strong are the emotions of leadership that they will overwhelm those who have not developed a sense of purpose. A life without purpose is like a ship’s captain without a compass. The winds of demands and distractions, accompanied by the whims of emotions, would shipwreck even the best of us onto a reef of frustration. A sense of purpose inspires you, gives you traction on the steep slopes of self-doubt and discouragement, helps put failures and successes in perspective, and shines a light that enables you to keep walking in the darkness.

  1. Who do you listen to?

Leadership, by its very nature, is a force of attraction. Attraction means others will demand your attention. Technology makes us even more accessible to the wrong or unfocused messages if we aren’t both mindful and strategic. In the frenetic world of overload, listen to the right people through selective hearing and focused attention. Leadership requires both the capacity to listen and the capacity to know who to listen to. It also means learning to listen to oneself, distinguishing your inner voice from the voices placing demands upon us. And one has to structure in time for a nourishing community and self-reflection that helps regain perspective and restores spiritual resources.

  1. What are you committed to?

The poet William Blake once asked, “Does a firm persuasion that a thing is so, make it so? …All poets believe that it does, and in ages of imagination this firm persuasion removed mountains; but many are not capable of a firm persuasion of anything.” What immovable conviction do you have? What is your firm persuasion? What do you know you will complete, regardless of the obstacles?

  1. What difference do you make?

Ultimate success, the success that surpasses success, is significance, the difference you make in the lives of others. Significance is not measured in the balance sheet, the win-loss records, the trophies, or the fame or notoriety you manage to attain. Significance, or supreme success, is found in the hearts and lives you have touched that are in some way better because of knowing you. Significance is ultimately measured in changed lives, strong character, and sustained values, rather than in material gain, temporal achievement, or status. As David Brooks states in his book, “The Road To Character,” there is a difference between résumé virtues and eulogy virtues. What is written on your résumé is very different that what will be said at your funeral. What difference do you make?

  1. What are you grateful for?

I learned years ago from one of my mentors, Dan Sullivan, to make your gratitude bigger than your success. Gratitude is what makes success rewarding and a life-long journey rather than a destination. Gratitude will bring joy and change everything in your life. What you appreciate, appreciates. All efforts to achieve with the intent to impress others, gain approval, avoid rejection, or gain fame will eventually be unsatisfying. Gratitude is what makes success worthwhile, because gratitude enables you to come from a place of wonderment, joy, and personal satisfaction. Don’t climb a mountain so the world will see you, climb a mountain so you will see the world.

My father used to say that it isn’t the answers that determine the character of a person; it’s the questions. Being a good person and a good leader doesn’t require pristine answers to these questions. What it requires is a willingness to carefully seek the truth that speaks to you and the patience to persist, even in the midst of doubt and uncertainty. Becoming a person who has earned the right to be called a leader is a matter of continual investigation and vigilance.

PEOPLE ARE WORTH IT – Connection As A Path To Leadership

/in , , , , , , /by

Dad once looked down an assembly line of women employees and thought, “These are all like my own mom – they have kids, homes to take care of, people who need them.” It motivated him to work hard to give them a better life because he saw his mom in all of them. That’s how it all begins – with fundamental respect. – Bob Galvin, speaking of his father, founder of Motorola

Leadership is about connection. It’s not just a rational, analytic process. If you are going to influence people; if you are going to get past compliance to genuine engagement; and if you are committed to creating an environment that produces the results you need, you have to reach people’s heart. If you simply give your employee a job description or list of expectations that are required to do their work without a sincere interest in them as a person, you relegate your people to simple “task-doers,” rather than genuine contributors. In order to lead, people need to know you care. They need to know you have a vested interest in them as a person, a genuine commitment to their wellbeing that goes beyond what they do or what they achieve.

What this means is that in order to engage people, you not only have to know yourself and have a high level of engagement in your own work, you also have to be engaged with the people you are attempting to engage. The first condition of leadership is connection.

Making a connection with employees begins by asking and sincerely seeking to understand the fundamental engagement question: “What do each of your employees need to be motivated?” Because every person is unique, it’s most likely that each employee will have a different answer to this question. If you don’t know the answer, then you are just guessing. And the risk of being wrong is too great. It’s much better to simply ask the question and set out to discover the answer.

Before he hires people, a leader in a long-term care organization asks the engagement question this way, “What are you passionate about? What would excite you to come to work here?” In his world, answers deal with interests in areas such as end of life challenges, dementia, HR/labor relations, and health and safety. He then asks: “How can we, as an organization, help you develop that passion?”

After listening to their response, he concludes with: “If we can help you develop that passion within your role, do you mind being a resource, coach, mentor, etc. for others in this organization?” Over many years, he has yet to have anyone say no. He then sets out to help them develop a plan that will grow their area of interest and contribute that talent to the organization. In this leader’s view of engagement, you have to give people a sense that they are needed and find a way to connect to their unique talents and passion. His motto to engage people (employees and residents alike) is to give them both a voice and a choice.

Even if you aren’t in a leadership position, ask three fundamental leadership questions in relation to anyone you serve (customers, clients, external stakeholders):

  • What are you doing to get to people’s heart?
  • What are you doing to make a connection to your employees, those you serve?
  • What are you doing to uncover your employees’ passion and talents?

In her book, “Kids Are Worth It,” Barbara Coloroso, the world-renowned parenting expert, says parents need to create a home environment that provides six critical life messages:

  • I believe in you.
  • I trust you.
  • I know you can handle life situations.
  • You are listened to.
  • You are cared for.
  • You are important to me.

It’s no different for employees. To be engaged, we all need to work – and live – in environments that support these fundamental messages.

What’s your way of connecting? What worked or did not work for you?

The 80% Principle Of Leadership – Managing By Making Room

/in , , , , /by

An astute executive once wisely told me, “The problem with leaders today is that they expect 100% from their good people, and not enough from their poor performers.” I was initially puzzled, but after his explanation, I was inspired.

Let me illustrate the principle with an example. Not long ago I asked my sales manager to work three hours overtime to participate in a webinar on social media then give me an assessment. I rarely ask Laurie to work overtime, but she jumped at the opportunity to go the extra mile.

When considering the 80% Principle, there are three potential scenarios when you ask an employee to go the extra mile. If you are stretching people to the max, expecting 100% from them all the time, pushing them to do more with less, thus demanding that they are on 100% of the time, and then ask them to take on an additional project that requires overtime, you have no room for the additional request. In this case they will probably do it for you, but likely with either resentment or stress or both.

And if you have been expecting your good people to give 120% and then ask them to work overtime on a project, they likely start looking elsewhere for a job (if they haven’t already).

The alternative is to give them some room on a day-to-day basis. Don’t stretch them to the maximum. Only expect 80% so there is some space, some room for creativity, innovation, engagement, fulfillment, or connection. You will also likely find that when you only expect 80% from your best people, you’re going to get 100% anyway. But that additional 20% comes from within them, not from you. This kind of relationship breeds commitment and loyalty from those you depend on. Laurie is a part of this third scenario. I expect 80%, she gives 100%, and is always willing to go to 120% when the need arises.

The second part of this formula has to do with underachievers, those who are succeeding, but at less than 80% of their capacity. It is important to get tougher with these people. Don’t ignore them. You get tougher through clearer expectations. Fit people; don’t fix people. Get people into the right roles and then get them to 80%, not 100%. But if, through coaching and support, this doesn’t work, then help them move on in their career.

Three actions:

  • Track your own energy level. Take a careful inventory of yourself: How stretched do you feel? How much room is in your work life (or personal life) to slow down, be creative, think, connect – with your staff, your colleagues, your customers? Have the courage to respectfully negotiate for some space in your work life to express what matters most. If you are stretched to the max, you will convey tension in all your relationships.
  • Have a conversation with your team members about how stretched they feel. Ask your direct reports or those you serve if there is any room in their work life. Negotiate respectfully for some space.
  • Take an inventory of your direct reports who are operating at less than 80% capacity, and have the courage to face them. Be sure you have done everything you can to offer support to those within your stewardship. Have the conversation. Bring clear accountability agreements into your relationships. They must have high standards, clear expectations and ways to measure results, support requirements, and consequences. People need two things from their boss. They need to know you care, and they need performance measures. Be tough on people, be clear with people, but do it with love. No one ever takes pride in doing something easy.

INTERCEPTING ENTROPY How Are You Infusing New Energy?

/in , , , , /by

On the way home from a family reunion, my sister and I stopped to visit the old farm where we were raised. We hadn’t been back to our homestead since my parents sold it in 1984.

What we found was twenty-eight years of neglect. Weeds were growing up to our waist. Pastures and fences were completely neglected. What used to be a beautiful retreat center had deteriorated to a dilapidated, collapsing barely recognizable shack. There had been virtually no upkeep to the property or the trails in the forest for nearly three decades. We knew not to bring expectations into our visit, but what we discovered was unimaginably deplorable. While we left with joy and gratitude from reminiscing about a good upbringing and wonderful memories, we also left with broken hearts.

What was illustrated to us that day was the second law of thermodynamics: anything left to itself will, over time, lose it’s energy and break down until it reaches its most elemental form. Anything that is not intentionally renewed will break down. Neglect your body, and it will deteriorate. Neglect your car, and it will deteriorate. Watch TV every available hour, and your mind will deteriorate. Have you ever met someone who allowed their career, creative self, mind, relationships, house, or health to deteriorate for twenty-eight years?

While there’s no immunity from entropy as everything eventually breaks down and dies, you can interrupt it, bring renewal to potential deterioration, and slow the process. All things need attention and care. “Use it, or lose it,” the maxim goes. And you can’t blame bad bosses, an ailing health care system, or your marriage partner.

In his book, “Leadership is an Art”, Max Depree expresses that one of the most important responsibilities of a leader is the “interception of entropy.” Intercepting entropy around you begins with intercepting entropy within you. Research indicates that when you have a habit of renewing your health, mind, and relationships, you are a better leader.

While rotting wood, broken windows, weeds, and overgrown vegetation are signs of entropy in and around a house, here are some indicators of entropy in an organization:

  • A dark tension among people
  • No time for celebration and enjoyment or ritual
  • People have difficulty with words like “responsibility”, “service” or “trust”
  • People see customers as impositions on their time rather than opportunities to serve
  • “Getting the job done” takes priority over meeting the needs of people
  • Entitlement and self-interest
  • Problem-makers outnumber problem-solvers
  • Leaders seek to control rather than trust
  • Pressures of day-to-day operations push aside the commitment to vision and values
  • A loss of confidence in judgment, experience and wisdom
  • People forget to say thank you

A leader must be alert to head off entropy by:

  • Infusions of outside energy. Bring in new ideas, relationships, and new ways of thinking about your problems.
  • Communicating vision in fresh ways.
  • Staying in touch with the people you serve: take time to connect, listen, call people by their name, care.
  • Expressing recognition and appreciation relentlessly.
  • Bringing in passion – for excellence, for people, for the work you do.
  • Taking time in your conversations and team meetings to answer these questions: “What is entropy? How might entropy be evident here?” Discuss the idea that “all things need watching, attending to, caring for…”
  • Replacing entitlement and self-interest with gratitude and service.

What creative ways have you found to counter entropy, either in your life or your organization? If you aren’t mindful and intentional, the weeds of entropy will begin consuming your energy.

Leadership Lessons From A Gas Bar Manager

/in , , /by

While preparing a leadership development program for a retail company that owns several gas bars, I spoke to some of their gas bar managers. Instead of merely gathering data on the company operations, the connections were significant and the conversations were quite inspiring. Some of the managers have never been to a formal leadership course. Most started with pumping gas and were promoted because of their accountable attitude. Many are in their mid-twenties. They reminded me that leadership, at it’s core, is meant to be simple. While many of the managers I interviewed were switched on to great leadership, I was hired to help them get this leadership philosophy of the few into the actions of the many.

Leadership – whether it’s in an organization, your home, or in a classroom – is about remembering a few simple principles that you apply consistently. Here are some lessons I was reminded of after spending time with these amazing Gas Bar Managers:

  1. As a boss, employees are always watching you. Your attitude as a leader sets the tone for everyone. If you jump in and work with your team, if you are happy pumping gas and talking to the customer, if you bring a grateful approach to everything you do, you set the tone, not by what you say, but by who you are and what you do.
  2. You shouldn’t have to “hold” people accountable, or at least, it should be a tool of last resort. If you have to hold people accountable, you likely haven’t done your job up front to inspire them and earn their respect. When people trust you and respect you and know what you expect, they’ll generally do what they say they’ll do. It is respect and trust we are after, not accountability with a hammer.
  3. Good gas bar managers are not in the gas bar business. Instead, they are in the leadership development business. One manager, whose direct reports are mostly part-time employees between the ages of 17 and 20, put it this way: “I’m a mom, not a friend to these kids… I’m not running a gas station; I’m parenting 120 kids. Nothing gives me greater satisfaction than to have them come back years later, after they’ve become CEOs, engineers, doctors, or leaders in this company, and tell me that their work at my gas bar made a difference in their lives.” This leader understands that her ultimate goal is building leaders. You inspire others when you bring a higher purpose to what you do.
  4. Fire people quickly if you’ve made a mistake and have the wrong person in the job. When you get rid of a toxic person, it can help everyone breathe a little more freely. While you always want to support and guide people, don’t try to fix Focus instead on fitting them – helping them to either move somewhere else in the organization or somewhere outside the organization.
  5. While the numbers are important, you don’t get the numbers by focusing on them. You get the numbers by caring about people. It’s not just what you do, it’s how you do it as a leader that matters in the long run. Profits and people are both important, but they must be kept in balance.
  6. Make the workplace fun. If people don’t enjoy coming to work, if they aren’t among friends, if they aren’t listened to and valued, they won’t stick around. Be flexible. Have parties. Celebrate success. It usually doesn’t take a lot of additional resources to have fun – if you get creative and find the people that will help you. Genuinely listen to input. Make it a place they will refer their friends to.
  7. You can’t manage people by having a boss’s name-tag. You get employees to do the right thing because you inspire them. Just because you have a title doesn’t make you a leader.

In summary, what I learned – or was reminded of – from these gas bar managers was : Treat people like people. Give what you expect. Find something that inspires you every day so you have something to bring to work. Bring an attitude of gratitude to everything you do. Do what you say you are going to do. Have high expectations of yourself and others: no one takes pride in doing something easy. Don’t be afraid to roll your sleeves up and do some of the dirty work with employees (you don’t earn respect from the sidelines); if they make a mistake, take responsibility for your part of the screw-up.

Overall, pretty good advice from a group of hardworking, successful front-line leaders. Their wisdom and leadership principles are applicable to all generations, all organizations, and all families. It is a great reminder that I am very fortunate to have amazing clients that are a continual source of inspiration.