I’d love to read more stories like these two. They provide valuable insight in human nature, perception and more.

The Executive and the Branch Manager

The first lesson is in perception. I caught this nugget in a New York Times article [Link: Jack Scharff]. It’s a valuable lesson involving a language barrier that applies to people with hard-of-hearing or deafness. I’ve run into this many times in my life.

The interviewee asked Robert W. Selander, retiring chief executive of Mastercard, “What are the most important leadership lessons you have learned?

Brazil is a big country. I was living in Rio and it’s like living in Miami. I was out visiting a branch in the equivalent of Denver. Not everybody spoke great English and I hadn’t gotten very far in Portuguese. As I was sitting there trying to discern and understand what this branch manager was saying to me, and he was struggling with his English, the coin sort of dropped that this guy really knows what he’s talking about. He’s having a hard time getting it out.

As I thought about the places I’d been on that trip, I realized this was probably the best branch manager I’d seen, but it would have been very easy for me to think he wasn’t, because he couldn’t communicate as well as some of the others who were fluent in English.

I think that was an important lesson. It is too easy to let the person with great presentation or language skills buffalo you into thinking that they are better or more knowledgeable than someone else who might not necessarily have that particular set of skills.

I can’t tell you how many times I open my mouth and see the expression on someone’s face change when hearing something different about my voice. If I should ask someone to repeat, I’ll get a similar reaction to the one Selander described. Is it any wonder I love interacting online and social media? It filters out my accent and voice leaving the “language” barrier behind. This allows me to express myself and thoughts without any interference.

The Friend and a Family

The second lesson is in energy. A friend went to a foreign country and had dinner with a family. The family, of course, spoke in their native language. My friend only knew a touch of their language and struggled to follow the conversation. She shared this story and told me how exhausted she was after the conversation. Little did she know she taught me a lesson that I hadn’t learned in over 30 years.

I thought I wasn’t a high energy person by nature. This has nothing to do with enthusiasm, but everything to do with being able to go, go, go — which I can’t, can’t, can’t. I’ll go, go, go when I need to. However, I try to avoid it.

Listening to my friend’s story helped me realize exactly why I don’t have a lot of energy and why I collapse after just one day at a conference. Even though English is my native language, I have to work harder than the average person with hearing to “translate” everything from lips to words. Not everyone’s lips are easy to read, thus my eyes and brain go in overdrive. (It’s true that lipreaders only catch one-third of what the speaker says. Imagine reading every third word in this post.)

While this second lesson won’t affect many of you — it offers unusual insight into my life as a person who is deaf. Maybe you’ll get a different lesson out of this story.

What lessons have you learned from foreign travels or talking with people whose native language isn’t yours?

Management using jargon like blue sky thinking, brain dump, thinking outside the box, get our ducks in a row confuse staff more than encourage them. We may have heard “thinking outside of the box” for years (I met that term in my first job out of college), but BBC News reports these terms don’t go over well with employees.

“Thinking outside the box” doesn’t sound bad. I think it’s a simple phrase that reminds us to try to brainstorm different and uncommon ways to deal with something or to find a solution. Perhaps, employees believe management is trying to impress rather than communicate when using jargon. Maybe not the “box” one specifically, but others they encounter.

As a long-time process manager, “best practices” appeared in my work all the time. It still does. But it’s the one phrase I can’t find a better term for. It says exactly what we mean… “best practices” for doing something. To explain it another way would take more words.

How good is your boss? If the person resembles the average boss — probably an OK boss. Neither awful or great. According to Kate and Dale, only one boss out of every 20 is what they consider “gifted.” Those with bosses new in management have to be patient as the boss has to practice to get better with management skills. A manager can have all the training background (management programs, internships, MBA, and so on), but almost nothing can help prepare for a management role better than doing the job. Catch-22. When you’re new, you’re not going to be good. But you’re not going to be good without practice.

My first job out of college was a one-year management training program with a government agency. The program included working in three different areas, classes, and field trips. Over the years, I read many books on management and business. I also participated in a two-year management program for a non-profit organization and took several graduate courses. In spite of all of this, I know I wouldn’t be a good manager until I actually do the job.

10 ways to train your boss to give you the support you need might help. You might want to check out the discussion the follows the article. Not crazy about the way the comments work in TechRepublic, but it’s worth overseeing the usability challenge to read the comments.

I didn’t know about the Diamond Pet Food recall and I subscribe to enough things to know about it until I heard about it from the Publicity Hound. Apparently, Diamond Pet Foods has recalled 19 brands of dog and cat food because they have aflatoxin, a toxic chemical.

The company has taken action to address this. When you go to its home page, it redirects you straight to the recall page. So that’s one point for the company because it doesn’t bury the information and makes it obvious. Any company that tries that is going to get trampled on.

Back to the recall page. It’s simple and easy to read and understand. If you’re affected, the link to get help is also visible. The Q&A clearly answers the important questions of what to do if you have the food, if the pet ate it, and so on.
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