Category Archives: Perceptions

When Culture Works Against a Customer

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There is a very humorous story of an employee who not only misplaced his cell phone once, but twice within the same day. True to form, he was able to continue his business trip.*  His story relates how he had the courage to recognize  – because of his own actions – his buttons were pushed and what he was capable of – it may be called:

Unresolved anger, rushing without focus, lack of self-management or a learning experience to depend on someone who is much younger than you are.

Yesterday on my way home, I stopped at the grocery store and found myself in a somewhat similar situation – a reversal of the above-story. The small electronic scanner, at the check-out counter failed.   After scanning my card, the screen did not link to the next page.   The moment I pressed the screen, it reverted to the welcome screen.  After at least five attempts, the Check-out Clerk announced, “She doesn’t know what she’s doing, call a Supervisor.”  She refused to hear how I explained the screen was malfunctioning.

The Supervisor arrived, attempted a fix, but the electronic scanner continued to fail. The Supervisor worked earnestly, while the Check-out Clerk mumbled for all to hear,  “She still doesn’t know what she’s doing.”   Finally, I asked if there was an ATM machine in the store.  I was told there was and had no trouble getting cash to pay for my groceries – which is what I attempted to do at the exit counter.  When I arrived back at the exit counter, both the Supervisor and the Bagger had their heads down in apology, while the Check-out Clerk, did not.  She only displayed an indignant face.

One definition of Culture in a workplace is, “It’s how we do things around here.”    I will probably visit this store again because there were other employees who had a friendly service attitude. Outbursts do occur, for a variety of reasons.   It’s How You Choose Who You Want to be Known As in the situation that matters to those around you and what you learned about yourself.   Have a great week in your career!

“Jo Ann” M. Radja, Career Management Coach and Change Agent

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* http://fortune.com/tag/stanley-bing .   “A Tale of Terror in which my true status in the universe is revealed to me.” September 22, 2014 print edition of Fortune Magazine.

“Is it form over function or function over form?”

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Here’s a Post which was published by LinkedIn.com within the past half-hour.:

 

“Have you ever been told, “That’s not what you are supposed to do.  That responsibility belongs to someone else.”  While you may have a Title for your position, it doesn’t necessarily explain what you actually do.  A Form usually relates to one thing and a Function relates to the activity of a specific Form.

The answer may lie in what binds the Function to the Form, whether by a job description, perceptions, testimonials or accomplishments.  As we begin to think about our upcoming Labor Day – how would you describe what you do – is it Form over Function or Function over Form? 

What do your customers expect from you. . . Function or Form? How often has it happened to you that you visit a retail store and what you wanted to buy is not sold by the Form name of the retail store?   Perhaps you contacted an Accounting firm, only to learn that the specialty service you want to hire is not found within the firm’s members?   Form over function sounds simple, but it isn’t.   

Another way of looking at form over function and function over form is to consider the word “feedback”.    Is feedback just a comment or response, or your understanding of what was said, or advice, or an opinion or a demonstration of your listening skills?  While you may have merely given encouragement to someone’s decision, it was received as advice, which was not your intention.   Perhaps this topic is another puzzle for us to work out in our careers because we live in a fluid, every-changing world.  

Consider as you Choose How You Want to be Known As, what is your answer to the Form or Function question.  Have a great day!” 

“Jo Ann” M. Radja, Career Management Coach and Change Agent

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“Hear, Heard and Hearing”

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            I published a Post on LinkedIn.com this morning, and hope you find value in it’s message:  http://www.linkedin.com/pulse/article/20140811163252-32215190-hear-heard-and-hearing   “Jo Ann” M. Radja, Career Management Coach and Change Agent

“Sameness in our Relationships”

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I published this post on another media this afternoon on LinkedIn.com.  Enjoy your week as you Choose Who You Want to be Known As. “As questions arise about Ethics and its place in our society, it’s not something people discuss … Continue reading →

Chance Encounters…

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Don’t look down on people unless you’re trying to pull them up.  Anonymous
 
Early Friday evening she heard
That’s her – and she was called a b_ t_h.
He continued in bad form a few  minutes later.
It’s always surprising how often you need to
Control your reactions
So the situation is diffused and not reactive.©
 
 
Entering the store, she immediately felt uneasy,
     although she was
 Told the preceding evening to come to the store.
Having reached the counter, she was quizzed
     as to why she was in the store. 
It became clear her words were not believed.  She 
Carefully reached for her phone and 
Showed the call details.  Workplace public
     treatment of customers can discount good
     behavior of other employees.© 
As you CHOOSE WHO YOU WANT to be BE KNOWN AS this consider how you handle your close encounters.
Enjoy your week!
 
“Jo Ann” M. Radja, Career Management Agent and Change Agent
 
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What Pieces are YOU picking up?

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A successful man is one who can lay a firm foundation with the bricks others have thrown at him.  David Brinkley

CT weather1.JPGOne way of interpreting David Brinkley’s quotation is to understand you have to be self-reliant in your life.  You Choose Who You Want to be Known As at any given moment of  time.  Sometimes we surprise ourselves and other times it a great effort to work through whatever process is before us.  The question becomes. What pieces are you picking up in your career?

The photo above could be seen as plastic pieces on asphalt or another mixed media art project in the making, or a schematic design of a puzzle maze or magnified pieces of broken glass.  The reality is,  it is a cracked ice formation on the Chicago River.    What we see is perception.   Our perception is formed by past experiences, the present moment, the time of day, our culture and our values.   How mindful we are of our emotions and the emotions of others will drive our perceptions as well.

If you had to pick up pieces today that were left by someone else, what would your first step be?  Pick up the pieces, finish the task and then move on.  Ask someone for assistance because the job entails more than you are able to handle at this moment? or, walk away from the pieces and let someone else take care of it because it’s not your responsibility anyway?   Since the readers of this blog come from so many professions, there is no correct answer.  If the pieces are left for you to deal with this week, Choose Who You Want to be Known As.  Best of luck as you choose!
“Jo Ann” M. Radja, Career Management Coach and Change Agent

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What are YOU doing here?

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Don’t let other people’s opinion define who you are.  Les Brown

A few years ago, a Group Member posted the above quotation.  I keep a copy of it in one of my travelling see-through make-up bags.  It is a reminder of how we choose to manage our own emotions within our careers when meeting other people we come in contact with.  Have you ever been asked the question in a somewhat unfriendly way in your career —  “Why are YOU here?”  During the past few years it’s a question I’ve been asked at business conferences, meetings and sometimes during networking events.

 

When I hear the question I answer it directly.  Surprisingly, my response may not be what the other person expected or wanted to hear.  Because we are responsible for our own actions,  we can’t know the other person’s hidden agenda(s).  Opportunities do, however,  present themselves daily to be mindful so you can acknowledge and accept someone else the way they are.

 

What is the first thought that comes to mind, when you hear this question?  How many seconds do you pause before speaking?  What message do you want to convey in your answer?  Why is it important for you to continue the conversation?  How can you reframe the question so that you manage your response?

 

As You Choose Who You Want to be Known As, consider reframing a response, based on your values.  Have a great week.

 

“Jo Ann” M. Radja, Career Management Coach & Change Agent

Fruit, Fruited, Fruity

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A grape can be defined as a cluster of fruit or flowers. Since I like fresh green grapes, it doesn’t matter which grape I pick first from the cluster, because each one tastes the same to me. A cluster, at … Continue reading →

Try out Reframing…

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Earlier this morning, I caught myself becoming annoyed by my perception of  unacceptable behavior.   I called a company I’ve worked with for most of my adult life. My loyalty to this professional financial service company was not misplaced.  A potentially difficult situation … Continue reading →

Wonders of March 2013 Holidays. . .

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There have been quite a few celebrations of culture since March 17th. . .  St. Patrick’s Day, St. Joseph’s Day, Spring Equinox, Persian New Year’s Day, Palm Sunday and Passover.  (If I’ve omitted a holiday, please excuse the omission.)   The … Continue reading →