admin – Page 53 – Doug Dickerson on Leadership

Turning Complainers into Contributors

Posted March 29, 2014
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Complaining not only ruins everybody else’s day, it ruins the complainer’s day, too. The more we complain, the more unhappy we get. – Dennis Prager

The story is told of a cowboy out West driving down a dirt road, his dog riding in the back of the pickup truck, his faithful horse in the trailer behind. He failed to negotiate a curve and had a terrible accident.

Sometime later, a highway patrol officer came on the scene. An animal lover, he saw the horse first. Realizing the serious nature of its injuries, he drew his service revolver and put the animal out of its misery. He walked around the accident and found the dog, also hurt critically. He couldn’t bear to hear it whine in pain, so he ended the dog’s suffering as well.

Finally, he located the cowboy who had suffered multiple fractures, off in the weeds. “Hey, are you okay?” the officer asked. The cowboy took one look at the smoking revolver in the trooper’s hand and quickly replies, “Never felt better!”

The story is a light-hearted way to remind us of the power of being positive in a negative world. Whiners and complainers have a way of sucking the oxygen out of the room and creating an environment for others that is less than desirable. Do you know any chronic complainers?

Inc. contributor Minda Zeltin interviewed Trevor Blake, author of Three Simple Steps: A Map to Success in Business and Life (http://bit.ly/IOJWMQ). Blake says that being around so much negativity can in turn make you negative, and that keeps you from actually solving problems. So forget the annoyance factor; the issue runs deeper than that. So what is a leader to do with whiners and complainers in the office? How do you deal with the person who is not happy unless they are unhappy and making life miserable for everyone else? Here are a few tips to get you started.

Raise Expectations.

The working environment in your office or organization must be a place where creative minds are free to explore, where the exchange and free flow of information and ideas is welcomed and encouraged, and where the tolerance level for whiners and complainers is low. A chronic whiner or complainer is detrimental to that environment. To be sure, there must be room for disagreements and as a leader you shouldn’t turn a deaf ear to genuine concerns. But your expectations must be high and they must be consistent. Complainers must be turned into contributors. But how?

Expect Solutions.

As expectations are raised the responsibility shifts back onto those complaining. If there is a concern that needs to be raised then there should be freedom enough to express those concerns without fear of repercussions. There is however a big difference between a gripe session and a solution session. Anyone can complain, but can they bring solutions? You should make it a rule that for every gripe or concern someone brings to the table they also come with an equal or higher number of solutions. This gives them ownership of the problem and increases their commitment. This is how they move from being complainers to contributors.

Hold people accountable.

As you raise expectations and expect solutions you are setting the tone for a productive work environment. No office or leader is immune from complainers and there will always be room for improvement. As a leader it’s important that the lines of communication always be open between you and your team even if at times you don’t like the delivery of the message. You shouldn’t discard what the complainer has to say simply because you don’t like their delivery. But it is your task as leader to help turn them from being complainers to being contributors.

Let’s be clear. You should never sacrifice the integrity of your office environment because of the actions of one or two people. If a complainer refuses to come on board as a contributor then it is going to create wide spread problems with morale and productivity. You owe it to the contributors to not tolerate that type of behavior. Nor should you apologize for high standards. On the bright side, the most valuable team member you can potentially have is the one who transitions from being a complainer to a contributor.

What do you say?

I invite your feedback!

1. How do you deal with complainers in your office?

2. Have complainers in your office or organization been tolerated? If so, what has been the effect?

3. What other possible solutions can you give to effectively handle chronic complainers?

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Leadership Minute: Have Fun

Posted March 28, 2014
by admin

Fun is good. – Dr. Seuss

For all of the important and serious things that occupy a leaders day one thing worth mentioning is the need for fun. The price of leadership is great responsibility. And yet your temperament as a leader is important. It’s important not just for those around you but for yourself. Are you wound too tight? Would your colleagues agree? The decisions you make are serious but try not to take yourself too serious. Don’t forget to laugh. Remember that the troubles you have today are preparing you for better things tomorrow. Your ability to have fun along the way is just as necessary as any other decision you make. At the end of the day, whether good or bad, let it be said that you find it all most rewarding and fun. Life is just too short for you to be miserable as a leader. Lighten up!

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Leadership Minute: Step of Faith

Posted March 27, 2014
by admin

Take the first step in faith. You don’t have to see the whole staircase, just take the first step. – Martin Luther King, Jr.

One of the most exhilarating and yet one of the most fearful steps for many leaders is those blind steps of faith. We tend to be careful, calculated, and want to know the whole game plan. But there are those unique and special times when you just have to go with your gut instincts and take a step of faith even if you don’t see the entire picture. Sometimes your goals and dreams await you on the other side of your faith. Dare to dream, set your sights high, and when the time comes, dare to step out and go for it. The big picture will become clearer with each step you take.

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Leadership Minute: What You Leave Behind

Posted March 25, 2014
by admin

True happiness comes from the things that cannot be taken away from you. Making the full effort to do the right thing can never be taken away from you. – John Wooden

In the arena of sports, John Wooden’s legacy is forever secure. But however successful he was, it was secondary to his faith, family, and the guiding principles that shaped the lives of so many people. At the end of the day, what is most important to you? Your legacy is the product of your leadership. But your legacy transcends your leadership. Where you place value it will be returned in like manner. Give your time, energy, and your very best to that which will give you greatest return and to that which will outlive you. After all, what can’t be taken away from you is that which will live on long after you are gone.

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What March Madness Teaches Us About Leadership

Posted March 22, 2014
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Talent wins games, but teamwork and intelligence wins championships. – Michael Jordan

March Madness is upon us. It’s the time of the year in college basketball where dreams come true and when hearts are broken depending on the final score. How’s your bracket looking? Regardless of how your team performs there are key leadership lessons to be learned. Here are five worth your consideration.

Expect the unexpected.

When filling out the brackets for the tournament the early picks seem routine. It’s safe and easy to pick the number one seed to defeat a number sixteen seed in the early round. But invariably an upset or two happens; i.e. Ohio State and Dayton. How did that affect your bracket? The leadership lesson is clear. Things don’t always go according to plan or how you think it should. Just as a team prepares for the big game, so too should you as a leader prepare and play hard. But don’t fall into the trap of predictability. Be prepared for the unexpected and be flexible. Unexpected things can and will happen.

Everyone loves an underdog.

Often during March Madness an underdog emerges that captures the limelight. Basketball fans will long remember NC State’s last second dunk by Lorenzo Charles in their astounding victory over Houston in the 1983 championship game. That game ranks as the number one upset in tournament history. Many successful leaders are those who were labeled as an underdog but simply forget to read those headlines. Walt Disney was fired by the editor of a newspaper for “lacking ideas”; Steven Spielberg dropped out of High School and applied to attend film school three times but was unsuccessful because of his C average. The examples are countless. You may be an underdog today but you can be the top dog tomorrow. Never give up.

The experts are often wrong.

During March Madness it’s always amusing to see the “experts” make and defend their bracket selections and explaining away their choices when they get it wrong. The best and brightest former players and analysts make bold predictions and are often no better at their predictions than you or I. On your leadership journey there will be critics who will try to discourage or dissuade you by telling you why it can’t be done or why it’s too difficult. When Fred Smith was at Yale he wrote a paper proposing reliable overnight delivery service. His professor wrote in response, “The concept is interesting and well formed, but in order to earn better than a “C”, the idea must be feasible.” Fred Smith ignored that advice and went on to start FedEx anyway. As a leader sometimes you will have to defy the critics and ignore the experts and just do what’s in your heart. Go for it.

Fundamentals matter.

The teams that make it to March Madness do not get their by chance. They are winners and that takes skill, teamwork, dedication, and hard work. But most of all it’s about executing the fundamentals. Their work ethic on the court is a reflection of their work ethic in practice. Championship teams master the fundamentals of the game. Leaders who excel in whatever field of work they are in do it the same way. It’s about being your best, giving your best, and doing all that you can to help your team win. When leaders fail to remember the basic tenets of leadership; hard work, honesty, selflessness, etc., it makes weak an otherwise strong team. You master the fundamentals of leadership when you live by the fundamentals of leadership.

How you lose is just as important as how you win.

While 64 teams make it to the Big Dance only two make it to the final game. One team will run the tables and emerge victorious and 63 teams will lose. It’s not meant to sound harsh but rather serve as a reminder that be it a basketball game or business, there are up’s and down’s. But how you lose reflects on your leadership style just as much as how you act when you win. After losing to Mercer, Duke’s Coach K went to their locker room to congratulate the team on their victory. “You guys have a hell of a basketball team,” Krzyzewski said, “I love the game and you guys play the game really, really well and your coach coaches it well. If we had to be beaten, I’m glad we got beaten by a hell of a basketball team. So good luck to you.” Talk about a class act. Sometimes you can make a stronger impact by how well you lose than you can in victory. In victory or defeat be kind, gracious, and humble.

What do you say?

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Leadership Minute: Where Is Your Attitude Taking You?

Posted March 21, 2014
by admin

Attitude is a little thing that makes a big difference.- Winston Churchill

Have you ever stopped to consider why your attitude is so important? As a leader you set the tone for others around you. In short, workplace attitudes are mirrored by you. What does your attitude say about the direction of where your organization is headed? Organizational attitudes are the sum of the personal attitudes of those that work in it. But the attitudes of leaders are especially important. To be sure, we all have bad days and there are times when we are tempted to have a bad attitude. But be mindful that your team is watching and reacting accordingly. Move your organization forward with the right mindset. Is your attitude taking you in a positive direction or a negative one?

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Leadership Minute: Take Your Stand

Posted March 20, 2014
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You cannot run away from weakness; you must sometime fight it out or perish; and if that be so, why not now, and where you stand?” –Robert Louis Stevenson

As leaders we know this to be true; some days are just tough. It’s called life. But like most obstacles we face, a great deal of the struggle is with our attitudes. We struggle to say optimistic. Optimism does not prevent difficulties or make you immune from them. It does, however, empower you to face difficulties with a confidence that gives you an advantage in overcoming them. Now is the time to rise up with courage and fight the good fight. Your circumstances do not define you as a leader. Your struggles are not meant to overtake you. Stand up. Be strong. Lead with courage!

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Leadership Minute: Who’s Your Mentor?

Posted March 19, 2014
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Because mentors see our potential, they believe in us and help us believe in ourselves. – Joe Land, (Lessons from a Dream Maker)

An essential component of your growth and development as a leader is to have mentors. Mentors can give wise counsel, encouragement, correction, and affirmation while being an invaluable resource in your life. The truth is, leaders never stop learning and growing. When you get to a place where you think you know it all then you are in a dangerous place. One absolute truth I’ve learned in leadership over the years is this: the more I learn the more I realize how much I don’t know. When you surround yourself with mentors you can draw from their knowledge and experiences and apply them to your own life. The secret to your growth as a leader is to never stop being a student.

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Leadership Minute: Think Big!

Posted March 17, 2014
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We all have possibilities we don’t know about. We can do things we don’t even dream we can do. – Dale Carnegie

As leaders we pride ourselves in casting vision and dreaming big dreams. Your dreams should excite, inspire, encourage, and even terrify you. Too often we settle for what we know we can do. As a result we put the limits on our potential, our possibilities, and thus we reduce the size of our dreams. As a leader I encourage you today to not hold back any longer. Dare to think big. Dare to release the creative abilities that are within you and reach for things that you previously thought were unattainable. Until you think big you will not become big. Stop limiting yourself and embrace the possibilities of unlimited thinking. You don’t know the things you can do until you put your dream into action.

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Taking ‘No’ Out of Your Playbook and Why it Matters

Posted March 15, 2014
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Nothing will ever be attempted if all possible objections must first be overcome – Samuel Johnson

Leaders understand that obstacles are a part of the landscape on the road to success. But how many leaders are self-aware enough to realize that some of the obstacles blocking their desired success are self-inflicted?

When what stands between your employees or volunteers and potential success is a constant drum beat of no or the good ole standby of, “We’ve never done it this way before,” then you are capping your talent and are hindering your chances of success.

In his book, It’s Not About the Coffee, past Starbucks International president Howard Behar writes of the necessity of taking ‘no’ out of your playbook. His thought was that we can grow so accustomed to saying no to our customers or employees that soon these roadblocks take on a life of their own and become the unspoken rules, the No Book, that stands between you and your potential success.

One example Behar shared about Starbucks turning an everyday no into a yes was by opening the door early in the morning. Customers would come by ten minutes before the store opened and they were routinely turned away. The message the prospective customer would get was, “No, we’re not open yet.” When they realized they could say yes they began to open ten minutes before the posted opening to serve their customers.

To be sure, not every yes will guarantee success and not every no will deny it. But what you must realize is that until you release the power of possibilities in your people they will never have a chance to find out. Taking no out of your playbook will unlock their potential and give them much needed freedom to grow. That is critical to your success. Here is why taking no out of your playbook matters to you as a leader.

It empowers your people.

There is no better way to empower your people than to release their creative ingenuity with a yes attitude. It signals that you believe in them and want them to reach their full potential. Empowered people are driven people and are more invested in the product and outcomes. When you remove no from the playbook and replace it with a yes then you elevate everyone to a new level.

It puts the focus where it belongs.

When no is replaced with a yes then the playbook becomes a different document. The paradigm shifts. You go from paying defense to playing offense. Now instead of an inward focus it’s an outward one. Where once it was all about you, now it’s about those you serve. When your purpose revolves around a “yes we can” mentality then there is no room for “no we can’t” detractors. When your people are free to focus on what they can do instead of what they can’t do it will make a world of difference.

It creates momentum.

Some leaders exert a lot of energy and waste a lot of time trying to figure out the secret to creating a culture of momentum. Sadly what some do not realize is that they are the reason why it’s lacking. Why? They haven’t taken no out of their playbooks and consequently their much needed momentum lies dormant.

What would it take to motivate you? Former Miami Dolphin’s great Bob Kuechenberg shares how he got his. He tells the story of his father and uncle who were human cannonballs in carnivals. His father told him, “go to college or be a cannonball,” said Kuechenberg. Then one day his uncle came out of the cannon and missed the net and hit the Ferris wheel. It was then that Kuechenberg decided to go to college.

As a leader you can either take no out of your playbook and put in a resounding yes, or you can be shot out of a cannon. Why not release the potential of your people, focus on those you serve, and generate the momentum you need? Say yes!

I invite your feedback!

1. What “no’s” are the most demoralizing for you or your office?

2. In what practical ways can you learn to say yes and empower others?

3. How would your office or organization benefit by taking no out of the playbook and replacing it with a yes?

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