Sunday, November 28, 2010

Leading in the ER

The past Thanksgiving weekend will always be a memorable one but not because of traditional turkey dinners with family, the final Penn State football game of the regular season, or the absence of a Black Friday shopping trip. No, I will remember this holiday because of an unexpected early Saturday morning trip to the ER (Emergency Room).

Friday night was spent dining with friends before enjoying ice cream on the way home. All seemed normal until 1:00 AM Saturday morning when I woke with severe abdomen pain. My initial diagnosis was heartburn normally treated with a couple antacid tablets. Usually twenty minutes later I am fine but this pain persisted. Another tablet failed to reduce the symptoms which were forcing me into numerous contorted positions to alleviate the constant discomfort. By 3:30 AM the battle was lost and I was on my way to the local medical center.

A holiday shift at any business can’t be fun, but in a hospital ER it is surely a thankless job. While I moved quickly from registration into triage, and finally a treatment room, my emergency was not a first priority. The lone female doctor on duty was managing multiple cases from an infant to several elderly patients. She patiently prioritized her work and coordinated a small cadre of nurses who attended to everyone’s needs. When she did appear, her questions were focused to determine an accurate diagnosis and treatment plan. Within minutes I was receiving an EKG from one nurse, an IV from another, then off to X-ray before the doctor reappeared to offer her observations and discuss options. My brief ER stay ended by 6:30 AM with a promise to seek follow-up testing and treatment with my family doctor.

As I revisit my experience, several leadership qualities emerge that make ER doctors and other professionals proficient in their roles. First, is an ability to remain calm under pressure. I suppose the life and death environment of an emergency room requires those working there to learn this trait, perhaps as a survival mechanism. For the rest of us, this level-headed response may seem out of reach. We are easily influenced or distracted by the multiple issues that regularly compete for our attention. Unwavering focus and a steady demeanor can soothe customers and employees alike when stress is building.

Second, my doctor worked mostly in the shadows, quietly moving from patient to patient, then disappearing to handle paperwork or dictation. Nurses and other professionals became the frontline agents offering care based on her diagnosis. Leaders in every industry would be more effective if they engaged their employees in doing meaningful work. Remaining mostly in the background allows staff to execute plans without constant supervision or critique.

Finally I appreciate being included in my treatment options. By not insisting that I remain for additional tests, travel plans to spend time with family were unaffected. To be sure, if my condition had not improved I would have understood any doctor’s decision to keep me a while longer. Instead I will continue diagnosis and treatment under the care of my family physician. Too often customer needs are dismissed or ignored in favor of company policy. When leaders practice careful listening or encourage client interaction, solutions are often more palatable for everyone.

While I don’t recommend an ER visit to observe leadership in action, it provided an unexpected place for a blog idea to emerge. Perhaps a future posting will share “the rest of the story.”

Sunday, November 21, 2010

Gratitude

Thanksgiving Day will be celebrated later this week in the United States. This holiday has become synonymous with family gatherings, feasts, football, and shopping. Somewhere in the midst of this busyness I hope there will be time to express gratitude for the blessings we continue to enjoy. Even in the throes of a recession and persistently high unemployment our nation remains a rich land of opportunity.

A grateful heart stems from within, expressing thanksgiving for a God who knows us intimately. Science continues to discover the secrets of our human anatomy. Billions of nerve centers in our brain, the reliability of our heart muscle pumping blood throughout a network of blood vessels about 100,000 times each day, or lungs stretched flat to cover a volleyball court. As someone who has not experienced any significant health problems in more than 55 years these are amazing statistics—a reason for gratitude.

On my daily early morning walks through our neighborhood I have grown to appreciate the little things that I encounter. I’m grateful for the chorus of bird songs greeting me on those days when the sun is beginning to peek above the horizon. In the darkness of this time of year, I am thankful for the gentle rustle of leaves beneath my feet and the cool breezes that signal a change in seasons. I appreciate the opportunity to focus my thoughts and breathe my daily prayers to the rhythm of brisk strides around the block.

In this uncertain economy I am especially grateful for loyal clients that have supported my consulting and training business during this past year. I have been blessed by continuing friendships, words of encouragement, and new relationships. My gratitude extends to generous colleagues who have offered advice, collaborated on projects, and served as a listening ear when one was needed. I am inspired daily by encounters with friends and strangers in my social media network.

Most importantly I am grateful for a God who “knit me together in my mother’s womb”, who is both omniscient and omnipresent. It is comforting to know that my thoughts have been discerned and my path searched out, that I am never alone in this troubled world and my one crazy life. While I confess to personal doubts and fears, I am also encouraged by a strong sense of hope driven by the knowledge that I am loved by God.

However you plan to celebrate the Thanksgiving holiday this week, take time to pause in a spirit of gratitude for the small and large gifts in your life. Know that even in your darkest moments of this past year God was there claiming you as his child. May this knowledge inspire you and I to act differently in a world where leaders with grateful hearts are needed more than ever.

Sunday, November 14, 2010

Turning the Curve

Most executive leaders I know are focused on results. While many are also adept at big picture thinking they measure success by what gets done—how much, how many or how well. These same leaders typically frame their ideas, analyze problems, and develop solutions based on the facts as presented. They prefer to quickly fix things or seize new opportunities without wasting time and energy.

Solving problems and making decisions doesn’t require a complex methodology. Sometimes turning the curve on an issue is really a function of process or a new way of thinking. At a community summit this past week business and community leaders gathered to think about the broad issues of education, income, and health in our region. The group included not-for-profit agencies, educators, government officials, faith community leaders, advocates, business leaders, and others who were tasked with shaping the agenda for these key issues in the next year.

Each small group began by identifying a community indicator (like the proficiency level of high school graduates in math and reading) and developing a plan to turn the curve on this issue. In other words, how could our community dramatically impact this problem in a positive way? The groups spent time explaining the story behind the baseline measure—the root causes (positive and negative, internal or external) that are strongly influencing the current baseline curve. Then they identified partners who have a role in turning this curve in a positive direction. This discussion included partners that might previously have been excluded from the conversations.

Each group then brainstormed what might work to turn the curve on their problem. Off-the-wall ideas were encouraged as were low-cost/no-cost solutions. The exercise ended by choosing two strategies that could have the greatest impact on this problem in a positive way. The entire activity was limited to one hour.

Amazingly the teams were able to quickly choose an “end” and use the process to determine the  “means.” Immediate connections were made to no-cost/low-cost solutions that could be acted on without much effort. Conversations about the community’s needs took on a tone of possibilities rather than impossibilities. Key leaders were introduced to each other throughout the day’s activities. The opportunity to affect real and lasting change permeated the discussions.

Sometimes the reason company and community problems persist is because we continue to address them in the same way. Often the story behind the curve of the baseline is missing or ignored. When we are getting paid to treat a symptom why would we want the root problem to actually go away? For Type A leaders, this approach to decision-making offers a framework for achieving real results. To the organizations and communities suffering from systemic issues the process brings new hope. Everyone benefits when we turn the curve on a problem. Getting it done may be easier than you think.

Sunday, November 7, 2010

Leadership Apps

If you own an Apple iPhone you probably have at least one of their popular Apps (short for Applications) downloaded on your phone. Since July 2008 the company’s popular iTunes online store has been a never-ending source of creative, interesting, practical, funny, and inane Apps for a wide variety of purposes. As of October 20, 2010 there were more than 300,000 Apps available and more than 7 billion downloads-to-date (according to Wikipedia.com). Many of these Apps are free while others are available for online purchase.

There are App categories covering games, entertainment, social networking, music, sports, reference, news, and a host of others. I can read the Wall Street Journal, check the latest sports scores on ESPN, listen to Sirius XM radio, update my Facebook status, look at images from NASA, monitor the weather, change the channel on my TV, and even find my way in the dark (yes, there’s an App for that too). These Apps keep me informed, save me time, and instantly connect me with friends.

This week I wondered what I would find if I searched the App store for leadership advice. I shouldn’t have been surprised to find a host of products, including one titled appropriately, “The Leadership App.” Of course, it’s already downloaded on my phone. The depth and breadth of items reminds me of the dozens of books devoted to this same topic in any local library or national bookstore chain. Everyone seems to have an opinion, sage advice, or expertise on some aspect of leadership. This blog is one of hundreds that crowd cyberspace each week looking for an audience with time to read and comment on the chosen topic.

If only it was possible to be an inspiring and effective leader by viewing a downloaded App, reading a book, or following a blog. Leaders and followers alike might wish the real world worked that way. But we know differently. Effective leadership requires a courageous commitment to live authentically, serve humbly, speak truthfully, and love unequivocally. It favors human interaction over sterile emails. It practices empathetic listening over scripted responses. It models confession and forgiveness over ego and retribution.

If I could figure out a way to package these inspiring leadership qualities into a slick digital presentation that, when downloaded, transformed the recipient into a highly effective manager or leader I might be both rich and famous. But Apps don’t have that kind of power to transform — they only serve to entertain, educate, inform, and amuse. The human heart and spirit is touched and influenced by people who generously share of themselves with others, without any expectation of something in return. Good news! There’s already an App for that and it’s called love. Smart phones aren’t required.