Sustainable Labor-Management Collaboration: The “Honeymoon” Doesn’t Have to End

November 1st, 2012

Five months into his job, a newly appointed fire chief spoke enthusiastically about the forward momentum of his department, the support from his Board of Fire Commissioners, and the collaborative nature of labor-management relations. Yet during our conversation he twice raised a question that troubled him: is the current harmony between labor and management sustainable?

Although well-meaning colleagues acknowledged that his “honeymoon” period with the union was lasting longer than “normal,” they assured him that it must end. Their confidence in the inevitable deterioration of the relationship, based on their experiences, as well as his own previous negative labor-management experience in other departments, made him question the sustainability of his initial success.

Quite simply, this negative prognosis is wrong. Of course the harmonious relationship the fire chief has established is sustainable. There simply is no reason why it must end. In addition to the many things the fire chief is doing now to nurture and support key relationships, there are other techniques he can call upon to fortify and build on the strong foundation he has created.

Here are some of the things the fire chief has done or is doing that have enabled his success in creating an environment of collaboration between labor and management:

    - Created and communicated clear boundaries around what behaviors are and are not acceptable

    - Minimizes the likelihood of surprises by engaging in on-going communication with the union president

    - Does his homework when issues arise, and then speaks directly with the union president to discuss and resolve them so they do not escalate unnecessarily

    - Honors the expertise and creativity of employees and stakeholders by Inviting them to participate in on-going conversations about how best to achieve the department’s mission

    - Listens to the responses he receives, considers the feedback carefully in making decisions, and incorporates it as much as possible

    - Shares information freely and honestly with others

    - Continues to expand the circle of leadership down into the organization

    - Uses the best interest of the community as his touchstone for decision-making

    - Treats others with respect whether they agree or disagree with him

Here are some techniques I suggested that the fire chief might consider using to ensure the sustainability of collaborative labor-management relations:

    - Look for successes and opportunities rather than dwell on failures or challenges

    - Change the conversation to focus on the level of public safety being provided rather than on where to cut resources

    - Ask purposeful questions that require actionable responses – e.g., instead of asking, “Can we do XYZ?” ask, “How can we do XYZ?”

    - Re-awaken employees’ sense of purpose and passion for their work by asking them to remember why they joined the department, and to recall the hopes, dreams, and aspirations they had for themselves and the organization

    - Identify what things he can and cannot control, and focus on those that he can influence

My prediction: by staying on the path he has chosen and perhaps adding a few techniques such as those described above, this fire chief not only will defy his colleagues’ prognosis, he and his employees will create a sustainable culture of harmonious and productive labor-management relations that will continue long after he has retired. This outcome can only serve his community well, both now and in the future.

Who says the honeymoon has to end?

© 2012 Pat Lynch. All rights reserved.

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14 Common Mistakes Made by New (and Not So New) Fire Chiefs

October 29th, 2012

After working with four new fire chiefs over the last six years, I’ve noticed some dysfunctional patterns of behavior that, if not corrected, have a significant negative impact on the new chiefs’ ability to create and maintain their departments’ forward momentum. Based on my observation and experience, here are fourteen of the most common mistakes:

    1. Setting a poor example by making self-care a low priority

    2. Answering the questions asked (e.g., “How will you cut your department’s budget?”) instead of changing the conversation by asking their own questions (e.g., “What is the level of public safety you wish to provide the community?”)

    3. Missing opportunities to educate the community and decision-makers about the impact of budget cuts on public safety

    4. Communicating what the department does rather than focusing on the value it provides

    5. Creating time management nightmares for themselves by consistently scheduling back-to-back meetings

    6. Reverting to their firefighter training and instincts when they feel overwhelmed

    7. Maintaining a task focus instead of developing a strategic orientation

    8. Trying to accomplish too much right away

    9. Responding immediately to all requests

    10. Failing to identify and enforce clear boundaries and priorities

    11. Neglecting to schedule regular time for reflection and strategic thinking

    12. Delegating ineffectively or not at all

    13. Not holding others accountable for lack of results

    14. Maintaining a rigid command and control structure in a dynamic environment that requires situational agility and the widespread sharing of information among all employees

© 2012 Pat Lynch. All rights reserved.

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Storytelling: Key to Organizational Success

September 30th, 2012

Do your employees and colleagues share stories of individual and team successes as a matter of course? If not, your organization likely is falling far short of its potential greatness. Among other things, stories demonstrate clearly shared values as well as desired behaviors and results that are rewarded.

Several years ago, while attending a funeral service for a firefighter who had died in the line of duty, I overheard one firefighter say to another, “We don’t seem to tell stories about the great things we do except at funerals.” This comment caught my attention in part because I knew that these firefighters and their colleagues were frustrated because the public, politicians, and administrative decision-makers don’t know what they do. Yet their practice is to downplay their successes, brush off expressions of gratitude from those they help, and keep their stories to themselves. Instead of sharing their experiences, in effect they are story hoarders. So it’s no wonder that the public is uninformed.

Storytelling doesn’t have to be complex or describe superhuman feats. To the contrary: some of the most compelling and inspiring stories I’ve heard involve very simple acts that had tremendous results. Stories are a very powerful way of showing who you and/or your organization are, and what you stand for.

One of my favorite stories involves a female paramedic called to the scene of an incident at which her male colleagues were unable to help the patient, a homeless man who was belligerent and refused to allow them to treat him. She walked over to the man and asked him, “How can I help you today, sweetheart?” The man broke down in tears and said, “It’s been years since anyone called me that.” The paramedics then were able to treat the man. This simple act of kindness embodies the care and compassion that is characteristic of this agency. Yet I would be willing to bet that only a handful of people have heard it.

If storytelling is not an integral part of your organization’s culture, here are three compelling reasons why you might want to change it:

    1. Sharing stories serves to socialize people, establish norms, and demonstrate the behaviors and results that the organization values.

      As a new employee at FedEx in the late 1970s, I was told the story about a courier who was rewarded
      for hiring a helicopter to deliver a package by 3 p.m. after an avalanche closed the road to the customer’s home. The lesson I took away: the company valued
      risk-taking, and rewarded those who took its commitment to outstanding customer
      service seriously.

    2. Stories demonstrate in concrete ways the value that people provide day after day.

    The story about the female paramedic is one of hundreds of stories I have heard during
    the years that I have worked with clients in the fire service that demonstrate how, in
    large ways and small, its members serve the public. Sharing those stories, especially
    when times are tough, or you’re so caught up in the weeds that you can’t see the
    larger picture, can help to re-establish perspective and remind you of why you do what
    you do, whatever your occupation.

    3. Stories help organizations and their employees define and celebrate who they are and what they stand for.

    Human beings generally like to feel that we are part of something bigger than ourselves.
    Stories show us what makes an organization great, who it is when it’s at its best. If
    you’ve forgotten, I invite you to think back to the time that you were hired by your
    organization. What were your hopes and dreams for your future, and that of your new
    employer? Tell yourself your story of what made the organization attractive to you, and
    what your aspirations were. No doubt you will re-discover what it was that brought you
    there in the first place.

In short, organizational success depends heavily on the stories its employees are willing to share with each other, and with the world. You can spend a lot of time telling new employees how important the organization’s values are, and what the behavioral expectations are. Or you can rely on true stories to convey the message in much more powerful, succinct ways.

When is the last time you shared one of your stories?

© 2012 Pat Lynch. All rights reserved.

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The Paradox of Self-care Teleseminar

August 8th, 2012

Would you like to be able to focus your energy and attention in ways that enable you to inspire greatness in yourself and your organization? Paradoxically, it is only by taking care of ourselves first, by religiously making ourselves our top priority, that we are able to shine, to provide exceptional service to others, and to achieve our purpose in life or our mission at work.

Recently I addressed this topic in a one-hour teleseminar called “The Paradox of Self-care: Inspiring Greatness in Yourself and Your Organization.” During the call we covered topics such as:

    o Creating a YOU-centered life
    o Developing and sustaining the mindset required to make yourself your top priority
    o Using language to transform your world
    o Breaking through obstacles that prevent you from living your passion
    o Inspiring yourself and others to greatness

If you are interested in learning how to make YOU your top priority so you can inspire yourself and others to greatness, I invite you to listen to my teleseminar. Then let me know what you think!

© 2012 Pat Lynch. All rights reserved.

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Language Leads to Results – But Maybe Not the Intended Outcome

August 1st, 2012

This morning’s L.A. Times reported that so many Los Angeles city employees were watching the streaming video of yesterday’s Olympics on city-owned computers that administrators feared the system would crash. In response, the city’s chief technology officer sent an e-mail “imploring” employees to stop watching the Games on-line. Specifically, she was quoted as saying in an e-mail sent to city employees, “We are experiencing a high volume of traffic due to people watching the Olympics online. I respectfully request that you discontinue this as it is impacting city operations.” (Emphasis is mine.)

What was she thinking? Aside from ignoring the fact that taxpayers don’t expect to pay city employees to watch the Olympics (as was pointed out by some City Council members who saw the memo), the language she used was all wrong. Why? Because when you “request” someone to do something, you are giving him/her the option to NOT comply. In this situation, not only is there a real danger that the City’s “struggling” computer system could crash if the on-line viewing continues, but allowing employees to watch the Olympics on the taxpayers’ dime is unethical if not illegal. So why would you ask someone “respectfully” to perhaps consider stopping behaviors that have such potentially dire consequences?

If the intention is to have city workers stop watching the Olympics on the city’s computers, then administrators need to tell them to stop it – immediately. The language must convey the urgency of the message and the degree of choice (if any) the recipients have, and it must specify the desired action. For example, “Effective immediately, all City employees must use their computers for work-related purposes only” conveys a high degree of urgency, removes any element of choice about whether or not to comply, and describes the desired action.

The bottom line: if you expect people to behave the way you want or need them to, you have to communicate clearly and specifically exactly what you want. Otherwise you may be waiting a long time for a result or behavior that will never happen.

© 2012 Pat Lynch. All rights reserved.

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Recognition of Excellence in Leadership: Malcolm Quillen

July 24th, 2012

I’d like to recognize the exceptional job that is being done by one of my clients, the Georgia School Nutrition Association (GSNA), in investing in the future of our country. Comprised of school food service professionals in the state of Georgia and associated with the national School Nutrition Association (SNA), the GSNA’s mission is to advance the availability, quality, and acceptance of school nutrition programs as an integral part of education. These dedicated professionals truly understand the importance of educating the public about the critical role of good nutrition, and they are committed to ensuring that school children get the nourishment they need to shine educationally.

At the national association’s annual conference this month, Malcolm Quillen, the GSNA’s 2011-2012 President, was one of three state presidents recognized and honored for his extraordinary leadership during the year he led his organization. The SNA President’s Award of Excellence recognizes state association leaders and their organizations for their extra effort to achieve excellence in five key areas: membership development and retention, professional development, legislation and regulation, communication and outstanding state initiatives. By partnering with corporations and other organizations, GSNA has been able to leverage its resources far beyond what it could have achieved on its own. Malcolm was tireless in his advocacy of good nutrition, and his passion inspired others to follow his lead. He has worked with other leaders at the national and regional levels as well as at the state level, and has led efforts to institutionalize nutrition-related practices through legislative action. If you would like to learn more about the wonderful work done by the Georgia School Nutrition Association, I encourage you to visit its web site.

Congratulations Malcolm! You set the bar very high for your team, and inspired and enabled them to reach it. You also worked hard to ensure your colleagues will be successful in meeting or exceeding it in the future. With dedicated professionals like those in the GSNA, the school children in Georgia have very bright futures – and by extension, so do we all.

© 2012 Pat Lynch. All rights reserved.

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The Paradox of Self-care

July 24th, 2012

In today’s busy world, people often feel overwhelmed with the demands of day-to-day living. Things seem to move faster now than they used to, we live in a global world now, technology has blurred the lines between work and non-work, and we have so many more choices than we did even ten years ago. As a result, people often find themselves reacting to individuals, things, and situations outside themselves – e.g., family members, friends (those who are virtual as well as those that are physically present), co-workers, customers/clients, employees, the work environment, the economic environment, neighbors, community issues – whose needs seem to be more immediate and/or more important than their own. Over time, they become more focused on satisfying others’ needs than their own. First responders and those in helping professions are trained to put others’ needs first – especially in life and death situations – and their own needs last. In some cultures, deference to others is the norm.

Except possibly during a literal emergency, living an “others first” lifestyle is a huge mistake. Why? Because unless you make yourself your top priority, taking care of your needs before turning to those of others, you cannot possibly do and be your best. By not taking care of your needs first, you are shortchanging others as well as yourself. Paradoxically, you must make the time to take care of yourself in order to serve others (and yourself) well.

Here are some of common outcomes that people experience when they do NOT make themselves a high priority. They:

    - short-change the important people in their lives.
    - find themselves doing things they really don’t want to do (e.g., travel too much for business, take on commitments they’d rather not).
    - feel paralyzed because everything is a “high priority” and they don’t know where to begin.
    - feel like they have no control over their lives.
    - worry that they’re not up to the challenge of “doing more with less” in a workplace constrained by scarce resources.
    - have trouble making decisions.
    - spend a lot of time and energy unnecessarily worrying about whether they’re meeting others’ expectations.
    - find they’re not doing the things that make their hearts sing.

Why would anyone choose to live this way? Contrary to what you might believe, you do NOT have to suffer through the negative outcomes that result from misaligned priorities. How different would your life be if, instead, you experienced outcomes like these?:

    - A renewed sense of personal purpose or organizational mission.
    - A life characterized by ease rather than struggle.
    - A healthy, joy-filled life.
    - The serenity that comes from knowing you are making the world a better place.
    - The ability to serve others in a more profound way.
    - Dramatically reduced stress levels.

YOU are the only person preventing you from achieving positive outcomes such as these. You have a choice about whether you go through life experiencing the types of negative outcomes listed above, or positive outcomes. The difference in the quality of life when you make yourself your top priority, vs. putting others first, is incalculable.

And that is the paradox: by changing your priorities so that you focus first on yourself, you are able to do greater things for others – as well as yourself.

If making yourself your top priority is of interest to you, I invite you to join me on August 2nd for a free teleseminar called The Paradox of Self-care: Inspiring Greatness in Yourself and Your Organization. During this one-hour call, you will learn how to:

    - Create a YOU-centered life
    - Develop and sustain the mindset required to make yourself your first priority
    - Use language to transform your world
    - Break through obstacles that prevent you from living your passion
    - Inspire yourself and others to greatness

Whether you’re ready to embrace positive outcomes such as those listed above but don’t know how to claim them, or you’re skeptical that focusing on self-care truly can make your life easier and more joy-filled, doesn’t it make sense to invest one hour of your time in learning HOW to lead a healthier and more inspired life?

Click here to register or to learn more about how you can re-focus your energy and attention so you can inspire greatness in yourself and your organization.

© 2012 Pat Lynch. All rights reserved.

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How to Stop Being a Victim: Throw Yourself a Pity Party

June 29th, 2012

Have you ever had days when you felt really, really sorry for yourself? Perhaps you’ve felt like the world has done you wrong, or you’re in a no-win situation. Maybe you really ARE in a very difficult situation. Yet you still need to move forward with your life; you can’t afford to remain mired in the muck of victimhood.

I have a suggestion for helping you get out of that pattern: throw a “pity party” for yourself. By that I mean you set a timer for 10 – 20 minutes, during which time you feel as sorry for yourself as you possibly can, wallowing in your feelings of inadequacy, anger, misery, or whatever negative emotions come up. Be as hard on yourself as you possibly can be. Really revel in your negative feelings. When the timer goes off, the party’s over. You pick yourself up and move on. Repeat as necessary.

The reason this process is effective is that it allows you to honor your feelings and work through them so you can move forward in a productive way. My friend Iris, a cancer survivor, told me that throwing pity parties for herself was how she coped with the uncertainty and misery and negative emotions and victimhood associated with her disease. It’s worked really well for her, and I’ve passed along her methodology to many people who reported it worked for them as well. (I’ve used it successfully myself.)

So the next time you are experiencing strong negative emotions that are keeping you from moving forward in your life, throw yourself a party! I’m sure Iris would be pleased to know that her advice is serving others well.

© 2012 Pat Lynch. All rights reserved.

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How to Ask for and Receive Help

June 26th, 2012

Asking for help is a critical success factor for leaders. It also is key to making your own life easier, both personally and professionally. When you spend less time struggling with things you can’t do or aren’t good at, for example, you increase the amount of time you have to do things that you enjoy and are really good at. As a result, your stress level drops and your self-confidence soars.

Too often, people don’t ask for assistance because they don’t know how. If that describes your situation, then you’re in luck! Here are six steps that can help you improve the quality of your life by becoming an expert in getting the help you need.

1. Admit it when you don’t know something or can’t do it on your own

Asking for help means that you first have to admit that you don’t know what the answer or solution is to a given question or situation, or that you know what to do, but you can’t do it alone. Allow yourself to be human: acknowledge the times when you don’t know something or cannot do it by yourself, and ask for help. Successful people in all walks of life have coaches and/or mentors to assist them. Why shouldn’t you get the help you need?

2. Realize that your request for help can benefit the other person

By asking for help, you are doing others a favor because you are providing opportunities for them to shine, to feel good because they have helped someone else, to validate their knowledge, and/or to show they are valued. In short, asking for help can brighten someone else’s day tremendously!

3. Recognize that by asking for help, you are giving others permission to do the same

In the workplace, employees learn the norms and culture by watching how others behave, particularly the leaders. By asking others for assistance, you model the behavior that you want them (and those who are watching) to emulate. Importantly, when there is a discrepancy between what leaders say and what they do, employees believe what they see. So if you are telling employees it’s okay to ask for help yet no one ever sees you requesting assistance, the message being received is that it’s really NOT okay.

4. Assess the risk of NOT asking for help

Forging ahead blindly instead of requesting assistance can have negative consequences, sometimes large ones. To realistically assess the downside of choosing NOT to ask for help, ask yourself two questions:

    A. What’s the worst thing that could happen if I do NOT ask for help?
    B. Can I live with that outcome?

More often than not, you will discover that avoiding the undesirable outcome is well worth the “risk” of reaching out to others. Give it a try!

5. Provide a reason for your request

To increase the odds that the other person will want to help you, give him/her a reason to do so. Why? Research by Robert Cialdini demonstrates that adults who give a reason for their request are likely to get what they ask for nearly three times more often than those who do not provide a reason.

6. Receive whatever help is offered – graciously

For some, one of the hardest aspects of asking for help is actually receiving it and expressing their gratitude. Once we’ve crossed the “hurdles” of recognizing the need for assistance and asking for it, we still need to move out of the way to allow others to do as we have requested. So take a deep breath, overcome whatever residual resistance that might come up, and permit the other person to do as you have requested – even if he/she is doing the task differently than you would have done. Say “thank you” – and really mean it. Going a step further and telling the other person what impact his/her assistance had in making your life easier or less stressful (e.g., “Your helping me with that task enabled me to get to my son’s soccer game in time to see him score his first goal”) helps him/her see the bigger picture, and thus the true value that he/she has provided.

Asking for help often is a challenge. Following these six steps enables you to make your life easier by showing you how to be more effective in reaching out to others. Why not give them a try?

© 2012 Pat Lynch. All rights reserved.

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City Governments are NOT in the Job Preservation Business

June 25th, 2012

Last month the Los Angeles Times reported that in an effort to avert layoffs of city workers, local labor leaders accused the mayor of waging a “war against women” because the proposed layoffs, part of a plan to close an estimated $238 million city budget deficit, would affect female workers disproportionately. One leader was reported to have said that the city “,,,is remiss in not factoring in how cuts might affect its gender balance.” Several days later, an editorial in the Long Beach Press-Telegram opined that these labor leaders were greatly overstating the seriousness of the situation. In a twist that defies logic, the editors then re-framed the situation as a fight between “reproductive freedom” and “religious freedom.”

Both pieces completely missed the point, which is that city governments are NOT in the business of preserving the jobs of their employees. Broadly speaking, their mission is to provide a reasonable level of public safety and create an infrastructure that will enable people to live, work, and visit there. Although creating jobs may be a by-product of carrying out their missions, city governments do not exist either for the purpose of creating jobs, or of preserving jobs they no longer need or can afford.

Having said that, city governments ARE obligated to honor the processes in place for firing employees. Often those processes are spelled out in union contracts and must be negotiated because they affect workers’ terms and conditions of employment.

When the economy is good and city revenues are robust, politicians tend to expand the number and types of services provided to include those that are “nice to have.” The public wants these additional services, and politicians who depend on their constituents’ votes to keep their jobs are glad to oblige. As the number of services increases, more city workers are hired. Salaries and benefits, including pensions, become a larger percentage of city budgets. People get used to the additional services, and as long as taxpayers continue to foot the bill, politicians are happy to supply them.

However, this symbiotic relationship is disrupted when the economy takes a drop. City revenues fall, often dramatically, so that at the same time that there are greater demands on public services, there is less money to pay for them. Something has to give. In a service-based economy, there are few alternatives to reducing or cutting services, which means the people who provide them are no longer needed.

The question comes down to this: should taxpayers continue to pay the salaries of city employees who, through no fault of their own, are no longer providing the services they were hired to perform? Though the workers are willing and able to continue to carry on, cities no longer can afford to pay them, and politicians cannot justify asking taxpayers to fund their continued employment – especially when many of those taxpayers are themselves out of work.

There are no easy answers here. City workers who lose their jobs must find other ways to support themselves and their families. Like their counterparts in the private sector, they face a very tough job market. There is no denying the toll this situation takes on individuals and families. The reality is that city governments are not in the business of preserving the jobs of their employees. In fact, politicians have a fiduciary responsibility to ensure that taxpayer money is NOT spent on services that no longer are provided. City leaders do, however, have an obligation to negotiate the terms and conditions under which workers will be terminated. They may move the now-displaced employees into other jobs for which they are qualified, help them find other jobs outside the city, or let them go. City governments simply are not in the business of preserving jobs for their workers.

Going back to the situation in Los Angeles, it makes no sense to use the gender of city workers – or any other demographic characteristic – as a criterion for deciding which services to cut and which ones to retain. In fact, making employment-related decisions based on those criteria is illegal under federal and state laws. From a human perspective, it is gut-wrenching to tell people that economic conditions have resulted in cutbacks that will cost them their jobs. Yet to assert that the city has an obligation to keep people on the payroll when their jobs have disappeared simply is not true. Preserving jobs for city employees who can provide services no longer being offered simply is not part of any city’s mission.

Instead of trying to divert attention from the real issue – even when the diversions represent legitimate concerns – labor leaders would better serve city employees and taxpayers if they spent their time seeking viable alternatives to the layoffs and, failing that, negotiating fair separation agreements for their members.

© 2012 Pat Lynch. All rights reserved.

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