Leadership, by Richard

Workplace Tradition

No Comments 15 April 2010

Tonight I will do something I haven’t done in more than 25 years: perform in a stage musical. It’s opening night of my son’s high school production of “Fiddler on the Roof”, the story of a Jewish family in Tsarist Russia. My son has been honored with the lead role of Tevye, a dairyman, who knows something about Contented Cows, and who’s getting some hard lessons in adapting to change. The cast includes not only students, but faculty, alumni, and parents, including my wife and me, who are background villagers.

In the opening number, “Tradition”, Tevye tells the audience of the struggles of living in their challenging environment, and asks, under such difficult conditions, “How do we keep our balance? That, I can tell you in one word: Tradition!” Without tradition, he says, their lives would be as shaky as a Fiddler on the Roof.

While it pales greatly in comparison to the life-and-death struggles of Tevye’s people a century ago, the modern workplace can be about as shaky as a rooftop fiddler as well. So, how do you keep your balance? Tradition can help.

Even though we’re all probably over-connected electronically these days, most people are under-connected to the people, mission, customers, values, and yes, traditions of the place they spend 8+ hours a day working. And yet, with all the changes in the workplace over the last decade or so, among the things that have not changed, is people’s need for connectedness.

Traditions connect us to the past, a place where, as long as we don’t dwell there too long, we can find some useful elements for success. They also help create some of the best of the future. Some thoughts on tradition at your workplace:

  • Don’t underestimate the value of tradition. People need something they can count on. Today’s workplace doesn’t offer much in that department.
  • Don’t assume that you, as the manager, know what traditions are important to the people you work with, and which ones aren’t. Ask. Observe. Listen.
  • Traditions that connect somehow to your organization’s mission serve lots of purposes: they’re a visible manifestation of the mission, and as such, are easier to sell to those who need to be sold.
  • Encourage traditions that connect people together, rather than those that separate and divide them. The Executive Washroom is a relic of a tradition that doesn’t do anybody much good, including the executives. An annual celebration of the year’s good work, among people who actually know each other (as opposed to a mass gathering of everyone who happens to be on the payroll) can be a good tradition that strengthens the bonds necessary to do good work.
  • In an interview in our first book, Contented Cows Give Better Milk, Betty Kahn, who was at the time, head of Communications at Crate and Barrel, put it beautifully when she told me “We do a lot of group eating.” There’s something about breaking bread (or at least a few coffee mugs) together that binds our souls. And at the risk of sounding all new age here, bound souls do better work than do unbound ones.
  • Sometime in the next week, consider sunsetting a tradition that doesn’t help people, and therefore the business.
  • Wanna leave a valuable mark on your organization? One that endures long after your physical tenure? Start a new practice that fortifies the connections among people, and between people and their work. Don’t force it, but if the practice fills a need, it could become, over time, a tradition, and one of your most important legacies.
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Leadership, Management, by Richard

Give service employees some backup

No Comments 19 March 2010

So far in 2010, 26 people have been arrested for making violent threats to customer service call center employees at JEA, the electric utility that serves Jacksonville, Florida. Beyond rude, more than testy, these calls are threatening. I’ve heard a few examples broadcast on the local news. They’re pretty scary.

There is as much defense for these whack jobs as there is for Congress slipping student loan legislation into the health care bill, which is to say, none…zero…nada. I don’t care how bad the utility’s service is (it sometimes is), how outrageously high people’s bills are (they are), or how frustrated the customers may be. You can’t call up the electric company and threaten to come down there and drown their employees in the Saint Johns River.

HOWEVER… the fact that so many people have, in less than three months, crossed the line from righteous indignation to criminal behavior…is the predictable outcome of a flawed policy.

The Policy: if a customer asks to speak to a supervisor, that customer is told that a supervisor will call them back within 24 hours. In one of the recorded calls broadcast on TV, when the customer objected and demanded to speak to a supervisor immediately, he was told, “I’m sorry. There is no supervisor available.”

(buzzing sound) WRONG ANSWER!

Some pretty basic rules of management, leadership, and common sense are being violated here:
1. Customers don’t care about your policy. They want to be helped.
2. Good leaders, in well-run organizations avoid, whenever possible, putting employees in the direct line of fire of angry customers, especially with no backup. Putting employees – who had nothing to do with the boneheaded policy – on the front line, to suffer the slings and arrows of outraged customers – without reasonable support (hint: a 24-hour callback is not reasonable support) indicates a weakness in leadership. Did a group of JEA executives actually sit around a conference table and say, “Let’s not allow our reps to connect upset customers to a supervisor. That should make things better for everyone – our customers and our employees.” No. Instead they took what seemed, at the time, to be the easy way out. And now they have employees who pray their customers don’t find out where they live.
3. People – whether customers or employees – need a viable process for appealing legitimate complaints to a higher authority. Fail to provide a sympathetic ear, and, on the customer side, you get threats – occasionally rising to a criminal level. And on the employee side, you get unions. But that’s a subject for another day.

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Management, by Richard

The latest faulty hiring filter: bad credit

No Comments 04 March 2010

You finally get approval to fill that long-vacant position – the opening that has taken your team to the brink of burnout. You spend nights and weekends reviewing the pile of applicants, and narrow it down to someone who looks like a superstar. They’ve got the experience, the education, the specialized certifications, terrific references, and, most important of all – they’re an exceptionally good fit for your company and your team.

But, and this is a big but – they’ve got a bad credit score. So HR tells you no. You can’t hire them.

There are lots of good reasons not to hire someone. Usually – bad credit alone isn’t one of them. And yet, it’s become the reason du jour, in the eyes of many, to disqualify an otherwise highly qualified person to do a job they’re particularly well suited for. And it makes us wonder (although not for very long, really) if some employers might be taking undue advantage of the current imbalance in the labor supply/demand ratio.

A March 2 Associated Press article by Kathleen Miller says, “Sixty percent of employers recently surveyed by the Society for Human Resources Management [SHRM] said they run credit checks on at least some job applicants, compared with 42 percent in a somewhat similar survey in 2006.”

I get the arguments: People with money woes are more tempted to steal from their employer. Bad financial decisions mean bad judgment at work. (Try telling someone “You’ve made too many bad spouse choices, so we’re not hiring you.” See how far that gets you with the judge.) SHRM likes to point to a study by the Association of Certified Fraud Examiners that found that the two most common red flags for employees who commit workplace fraud are 1. living beyond their means, and 2. having difficulty meeting financial obligations. Well, no duh. They needed a study to figure that out?

And the counter from the social humanitarian everybody-deserves-a-job bunch is “how can you get out of debt if no one will give you a job?” It’s as if they think employers are somehow obligated to put people on their payrolls to pay some social duty.

And employers who use the practice will point out that it’s perfectly legal (which it is, in most US states), and besides, you can’t run a credit check without the applicant’s permission. Yeah, right. Like the applicant who refuses permission has any hope of being hired.

The real problem with giving too much weight to a job applicant’s credit score is that, in too many cases, it’s simply a faulty filter. OK – I’m not a complete idiot. For most bank jobs, jobs in accounting and finance, those who handle money, C-level positions, and those with greater opportunity to commit fraud – employers have an obligation to be duly diligent in bettering their odds against would-be miscreants. But for the vast majority of jobs that fall outside that realm, credit score is no better a predictor of (honest) job success than are race, gender, marital status, religion, or national origin. And didn’t we outlaw that a long time ago?

Did somebody say outlaw?

Yep. As in so many cases, when organizations (or individuals) can’t be relied upon to behave like grown-ups on their own, the law steps in. Wisconsin, South Carolina, Oregon, and thirteen other states are currently considering bans on most pre-employment credit checks.

What to do?

Employers:

  • Beware of using faulty filters…like credit checks, and other sieves that let can let bad hires in, and keep good ones out.
  • Start looking at hiring quality for what it is: a competitive issue. These days, the company with the best talent wins. So what if the best talent went through a messy divorce that trashed her credit, or was eaten alive by medical bills from his child’s serious chronic illness? The one with the best talent still wins. This stuff’s too important to rely on arbitrary standards.
  • Realize that hiring is one of the most important jobs any manager does. And one of the hardest. It may sound attractive to relegate the hard work of hiring to automated resume scanners, exams and assessments, and credit checks, but in the end, there’s no substitute for taking a hard look at the things that really matter, going eyeball-to-eyeball with the prospect, using judgment and your powers of discernment, and making a well-informed decision.
  • If you do check credit, and find something of concern, on someone you think would be good in the job, give them a chance to explain. And then listen.

Applicants:

  • As if you needed one more reason to maintain a clean credit record, this is one.
  • Unless pre-employment credit checks are prohibited where you live, be prepared for the scrutiny. Just as you would if showing your home to a prospective buyer, tidy up your credit record before you put your career on the market.
  • Know your credit score, and examine your credit record. If there’s an error, U.S. residents can visit the Federal Trade Commission’s website to learn step-by-step how to dispute and correct the error.
  • This issue underscores the value of investing in networking, long before you may need it. Chances are, if the prospective employer has some history with you, or valued connection to you, your credit score may matter a whole lot less.

Happy hunting…on both sides.

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Richard Hadden (twitter at http://twitter.com/ContentedCows) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the acclaimed business classic Contented Cows Give Better Milk, and the followup Contented Cows MOOve Faster.

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Leadership, by Richard

Baby, it's cold outside!

3 Comments 05 January 2010

cold officeBoth believers and non-believers in global warming have used legitimate data to support their respective claims. This week, the non-believers’ job is easier.

Regardless of what may or may not be happening at the polar extremes, or on the planet as a whole, there’s little argument that much of the northern hemisphere is just flat-out cold right now. The air outside my Jacksonville, Florida office is about 26 degrees F this morning at 9:00, which is way cold by our standards. We’ll get no sympathy, though, from Des Moines, where it’s -8; or from Boone, NC, where it’s 7; or even from Warsaw, Poland, where it’s 21 at midday.

If it’s true that Contented Cows Give Better Milk, it’s equally true that shivering employees can’t get much work done, especially if they’re not used to it (workers on Alaska’s North Slope have this mastered, but most of the rest of us don’t.) So, at least until the thaw (not expected here in sunny North Florida until sometime late next week), here are some things to think about:

  • Did budget woes kill the free coffee and other hot drinks? Bring ‘em back for a week. Buy a box of it from Starbucks, or Dunkin, or some other place. Pay for it out of your own pocket if you have to. Tell your team that if certain productivity or other goals are met by the time your city’s low temperature for the day is above freezing, the free perk will continue for a time.
  • Having a team meeting this week? Serve hot mulled apple cider and hot green tea. You won’t make everyone happy, but you’ll come close.
  • Of course, keep the inside temp as comfortable as you can afford. Suspend the usual dress code if you can. Let people wear hats inside. And gloves if it’s safe and doesn’t interfere with work.
  • Give extra consideration to people who work near outside doors. Bank tellers, supermarket cashiers and restaurant hosts/hostesses get really cold from the constant blast of arctic air every time a customer enters, especially if your building doesn’t have a little foyer like so many buildings up north do. Yesterday I went into a restaurant where the hostess had abandoned her post, standing instead, near the warm kitchen, hoping to spy customers as they came in from the cold.  She wasn’t “allowed” to wear a coat over her uniform, and was freezing. Who can blame her? Her manager apparently did.
  • Watch out for DIY workspace heating. People will resort to creative, and often hazardous tactics to stay warm, if they feel their employer isn’t looking after their best interests. Invest in some high-quality ceramic space heaters. Make sure the electrical system can handle the load. Put them away when things get back to normal.
  • The south could see snow this week in places that don’t know how to deal with it. Workers in Buffalo and Anchorage generally get on with it.  Not the case in Atlanta, or Raleigh. Does everyone really need to drive into the office every day to do their work? Have you taken measures to provide for occasional telecommuting when schools are closed and road conditions are treacherous?
  • To paraphrase one of our favorite legendary leaders of the past, General Melvin Zais, “get out of your warm office and wander down to the barracks.” Walk around and make sure your folks are comfortable enough to do their jobs well, serve your customers, and make money for your bottom line.

Stay warm!

Assignment: hit the comment button and let us know:

  • what city you’re in
  • how cold it was outside during the workday today
  • what you did to make sure your workers were comfortable enough to do good work

Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the acclaimed business classic Contented Cows Give Better Milk, and the followup Contented Cows MOOve Faster. Learn more about them and their work at ContentedCows.com.

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Think About It..., by Richard

My Christmas List

No Comments 24 December 2009

Christmas TreeAs I am already blessed beyond anything I deserve, with a wonderful wife and family, good health, dear friends, work that I love,  all the material things I need, and most of the material things I want, I find that my list of Christmas wishes digs, in some cases, deeply into the realm of the trivial, and in other cases, the seemingly unattainable. I, like many others, wish for peace in the world, the elimination of poverty, and that my Jacksonville Jaguars would have a winning season. But if I could sit down and make a list of wishes this Christmas, it might look like this:

I wish that people would:

  • forever ban the use of the following phrases from their language:
  1. the fact of the matter is
  2. to a person
  3. I’m reaching out to you
  4. “I was like,” when they mean “I said”
  5. “No problem,” when they mean “You’re welcome.”
  6. At the end of the day
  7. Does that make sense?
  • stop referring to the “Queen of England”. She’s the “Queen of the United Kingdom”, or the “Queen of Britain”, which probably sounds better and is easier to comply with. What about Wales, Northern Ireland, and Scotland? We don’t say Barack Obama is the president of Hawaii, do we? I told you this was trivial.
  • use their turn signals.
  • speak more quietly on their mobile phones in public.
  • learn when to use “Reply All” on emails, which is almost never.
  • know what they want when they’re in front of me at Starbucks.

I wish the graphics operators at my local TV station would learn to spell, and to proofread what they put on the screen.

…that the socks I put into the laundry in pairs would come out as such.

…that my stapler had a gauge on it so that my first indication of its being empty would be something other than clamping down with a staple-less stapler.

…that Microsoft Windows was better than it is. Please don’t tell me to switch to a Mac to solve the problem. I know, I know…

…that I could figure out how using Twitter would help my business.

…that I could make better naan bread.

…that fast food restaurants were.

…that people were less uptight about the phrase “Merry Christmas”.

…that I could consistently remember where I put my sunglasses.

…that there weren’t so many things in my life that rely on batteries.

And I wish that our elected representatives would do a better job of representing us, and would behave with greater civility toward each other and people who disagree with them. I told you some of these were probably unattainable.

That’s really about it. Like I said, I’m lucky…very lucky. But as long as we’re wishing, those are my wishes.

And finally, I wish that everyone reading this has a Merry Christmas, if you celebrate Christmas, and that everyone has a blessed and prosperous 2010. That’s something we can all celebrate.

Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.

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Character, by Richard

Schumer drops the b-bomb

No Comments 17 December 2009

schumerI know the US Senate has a lot of important issues to deal with, like the lousy economy, high unemployment, two wars, and health care, so please forgive me if I winge for a moment about something less important, but nonetheless significant: the conduct of one Senator who knows how to behave well, but chose not to.

According to Politico.com, New York Senator Charles Schumer continued talking on his cell phone after USAirways flight attendants had instructed passengers to turn off all electronic devices.

After issuing the general instruction to all passengers (to include, presumably, US Senators), the flight attendant approached Schumer and told him the entire plane was waiting on him to shut down his phone. The senator argued with her, and was then quoted as saying, “It’s Harry Reid calling. I guess health care will have to wait until we land.”

Puh-leaaaaze…

As a final show of class, professionalism, and maturity, the senator then called the flight attendant a word also used to identify female dogs. In fairness, as one blogger has pointed out, she insulted him first, by calling him a senator. Still…

The incident was reported by a fellow passenger, an aide for the opposing party, but has not been denied by Schumer. In fact, Schumer had a spokesperson apologize on his behalf. I’d love to have someone I could pay to take the heat for me when I screw up. As often as that happens, I probably couldn’t afford one , but thankfully for Schumer, we provide him with a staff budget capacious enough to allow for such a person.

There’s a lot wrong with this incident, if it’s true. For starters…

  • Senators are supposed to be public servants. Not public tyrants.
  • Every time I fly, I’m warned that “failure to comply with crewmember instructions is a federal offense.” Consider the senator a federal offender. You and I would have been escorted off the plane to visit with two uniformed men with heads disproportionate to their bodies.
  • If Schumer’s public language is indicative of the way he regards women, I’m not impressed.

People are looking for authenticity in their leaders. Authentic leaders:

  • realize others are watching, and behave as admirable examples, even when no one is watching
  • realize rules apply to them just as they do to others
  • are as kind and considerate to the person who pushes a broom (or an airline drinks cart) as they are to their fellow country club members
  • know that they put their pants and skirts on the same way everyone else does
  • apologize sincerely, and in person when they make a mistake

Shame on you, Senator Schumer, surrogate apology notwithstanding.

Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.

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Character, by Richard

The lost art of the Thank You note

No Comments 10 December 2009

Thank you noteIn today’s mail, one item clearly stood out from all the bills and advertisements I dragged in from the daily haul. An envelope, addressed by hand, to my wife, with the return address from a couple we know from our church.

As a hobby and side business, my wife makes handmade decorative soap, with Celtic designs, reflecting her native Scotland. This year, our church choir, to which we both belong, presented a Christmas concert with a Celtic theme. As a small token of our esteem for our fellow choir members, and because the Celtic connection seemed particularly appropriate, my wife placed a piece of soap, packaged and labeled, inside the music slot of each of the 87 members before this weekend’s performance.

Nearly every member came up and personally, and most graciously thanked her for this small gift. One woman, Barbara, sat down, and took the time to write a note, address it, put a stamp on it, and put it in the mail. Barbara is a perfect southern lady, of mature years, and reeking of class. Not snootiness – real class. She has an email account and isn’t afraid to use it. But she knows when not to.

The next time someone at work does something you particularly appreciate, sit down, pull out a note card, and write a note to say thanks. Your small and simple gesture will stand out and be remembered long after your email would have landed in the delete folder.

Thank you.

Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.

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Leadership, Motivation, Speakers & Consultants, by Richard

Raging Debates in HR

No Comments 19 November 2009

Halogen Raging Debates in HRHalogen Software, a really cool Human Resources software company headquartered in Ottawa, Canada, has added a feature to their website called Raging Debates in HR. I spoke for their user’s conference in September, and they’ve been kind enough to include me on the Raging Debates panel, along with such worthies as former Southwest Airlines and Yahoo HR Chief Libby Sartain; Academic Ed Lawler; and blogger Kris Dunn.

We answer 10 questions, dealing with topics such as forced ranking, performance evaluations, generational differences, and even “weisure” – the mixing of work and leisure. I’ve enjoyed my fellow panelists’ responses, learning from their varying perspectives, and feeling really good on those occasions when we’re in agreement.

I really like the architecture of the Raging Debates site. You can easily see what every panelist has said on any topic, or what any panelist said about every topic.

Anyway, check it out. Comment. Interact with the site. Enjoy. And learn.

Thanks, Halogen!

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Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.


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Extra Milers, by Richard

Small Acts of Commercial Friendship

No Comments 18 November 2009

lostartofgratitudeAlexander McCall Smith, the Scottish author of the acclaimed “Number One Ladies Detective Agency” series, set in Botswana, is one of my favorite novelists. In his latest work, from his Isabel Dalhousie series, entitled The Lost Art of Gratitude, he relates that Isabel, the Edinburgh-based editor of a philosophical journal, has received a letter from the company that prints the journal.

“They had bought a supply of superior Finnish paper, they revealed, and would keep some of this for Isabel if she wished; a sample was enclosed. The offer reminded her of her obliging butcher, who, from time to time would pull something out from under the counter and say that he’d been keeping it for her, some delicious cut that he thought she would particularly appreciate.  Small acts of commercial friendship, binding together customer and provider.”

These days, “small acts of commercial friendship” are especially appreciated by customers. And especially savvy on the part of providers, most of whom need to explore every way possible to win the loyalty of customers who have less disposable income, and usually more choices, than ever before.

I like it when Shenequa, my Starbucks barista, sees me approaching the store and fills a cup with my “usual”, a tall Pike Place, and then asks me how my family (every member of which she knows by name) is doing.

Likewise, I appreciate it when I stay at one of the chain of Kimpton Hotels, and they automatically provide me with feather pillows and a room near the elevator. Sure, they got that info from an online profile that I filled out, and so it’s different from Shenequa’s personal gesture, but it’s no less appreciated.

I enjoy reading comments from the customers of a bank for which we manage a customer satisfaction survey. It’s not uncommon to read something like “I love this bank. My banker called me last week to tell me about a special CD offer you had. He remembered me saying, months ago, that I wanted something short term with higher interest. It wasn’t a lot of money, so I was surprised he remembered. I won’t forget that.”

In an increasingly impersonal world, these small, but important acts are distinctive, and memorable, whether they originate from a highly sophisticated customer relationship management system, or the attentiveness of a caring employee or business owner.

What could you do, today, to demonstrate your “commercial friendship”, to bind you and a valued customer closer together?

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Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.

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Leadership, Management, Think About It..., by Richard

Button Under Scrutiny, for a Reason

No Comments 02 November 2009

If you’re a regular reader of this blog, you’ll know that my good friend and business partner, Bill Catlette, and I don’t agree on everything. That’s part of what’s allowed our partnership to endure for going on 14 years.

As relates to yesterday’s post, One Button, Under Scrutiny at Home Depot, Bill, whose pedigree in HR goes back 35 years, pointed out, constructively, that in this case, HD really had no choice but to tell Trevor he couldn’t wear his button (although there’s still the problem with the tacit approval of it for more than a year before that, but that only support’s Bill’s point.)

Quoting Bill, “HD’s position is likely based on a ‘no solicitation policy’ that was enacted specifically to keep employees from wearing pro-union buttons/pins during a representation election campaign. The sad reality from a legal perspective is that, if you let people wear a ‘1 Nation Under God’ button, you lose the ability to prevent them from wearing a ‘Vote Teamsters’ button.”

Bill’s right, especially the “sad reality” part. It’s kind of like the story of Zachary Christie, the 6-year-old Newark, Delaware student who was nearly suspended for 45 days for innocently bringing a Boy Scout camping implement to school. Only after a public hue and cry about the absurdity of the district’s zero-tolerance policy did administrators decide that a more reasoned approach was probably more helpful.

You and I can’t do much to change big corporate or government policies, and in some cases, these policies are the unfortunately necessary by-product of the times we’re living in. But – we can sure do something about our own policies, rules, judgments, and decisions. My November resolution is to put a little more thought into the application of some of my own rules – at home and at work – in other words, to do a better job of exercising judgment and discretion, rather than just blindly applying the rules. Want to join me?

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Richard Hadden (twitter at http://twitter.com/rehadden) is a leadership speaker, author, and consultant who helps organizations improve their business results by creating a great place to work. He and Bill are the authors of the new book Contented Cows MOOve Faster, as well as the acclaimed business classic Contented Cows Give Better Milk. Learn more about them and their work at ContentedCows.com.

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