Welcome to this week's issue of Executive Insight.   

Finding Calm Within the Storm

Last week I faced a challenge that could fall into the "David and Goliath" category (yes, just think of me as David....). An important document of mine was lost in the lumbering system of a large bureaucracy, and the situation was causing me quite a bit of agita.

My direct contacts in the organization were unavailable or unable to help me, and I was led to Angela (not her real name). She was a breath of fresh air, who acted with concern and compassion to help me resolve the issue.

Now, here's what makes this vignette interesting. Angela's work environment is fraught with the turmoil of massive change and uncertainty. She and I had not had contact prior to this incident, so we had no relationship history. Bottom line: there was nothing in this for her.

Her professionalism impressed me so profoundly that I mentally stepped away from my own issue to observe exactly what she did that was so effective.

• She treated me with courtesy and respect.
• She asked good questions and did appropriate follow up.
• She never rushed me - or the process - as a way to get rid of me or the challenge.
• At the critical moment in the process, she was caught between a rock and a hard place, and never made this my issue.
• She was completely present when she interacted with me.

Keep in mind that these observations occurred over several phone conversations, voice mail messages and email messages. She was completely consistent and calm during all of these encounters.

People always talk about calm before the storm. Angela represented calm within the storm.

Would you be able to say the same thing about your people?

Have a great week!

 

 

Copyright 2010 Lisa M. Aldisert

 

 

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On this Day in History
In 1935, the Frick Museum opened in New York City. If you happen to be in the neighborhood, the museum is offering free admission today in celebration.