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Feb 4, 201308:27 AMFree Minds At Work

with Cay Villars

Changing frustration to inspiration

Changing frustration to inspiration

(page 1 of 2)

If you inherited an unhappy, low-morale department that had many frustrating, high-pressure, reptilian-brain-inducing jobs, what actions would you take to transform it into a more creative, fun, and free-mind work environment?

One of the most head-pounding and frustrating jobs imaginable is that of a purchasing agent attempting to buy the contents of hotels for a large hotel and casino company. These highly skilled and specialized agents buy and help coordinate the installation of hundreds of millions of dollars annually in fixtures, furniture, and equipment (FF&E) to meet tight hotel construction deadlines. Billions of details could go wrong, and many do. Steel containers of furniture have been mangled by hurricane winds during shipment, and headboards have gone bouncing down Las Vegas Boulevard because a driver forgot to lock the truck doors. If the deadlines aren’t met, the company can lose millions … daily. No pressure, right?

When one director took over an FF&E department, it was in a state of war and very close to despair. Two departments had been merged. Daily finger-pointing episodes raged among department members and came clashing in from the outside. More than a few managers would consider this situation hopeless, while others would insist the solution was a new “process” or “reorganization.”

Under the new director, the FF&E purchasing department launched a new project that helped to create a dramatic shift in employees’ thinking. Working together, they created a five-minute black-and-white Charlie Chaplin-esque video depicting the range of disasters and problems they faced every day. In a humorous and entertaining way, they communicated their roles, responsibilities, accomplishments, and crazy challenges. They shared it with top brass and other departments – all of whom laughed heartily while gaining new understanding of and respect for this group’s challenges and commitment to meeting their deadlines. Other departments hustled to create their own videos to humorously depict their trials and hero stories. Suddenly, challenges that used to be fuel for head-banging episodes became sought-after fodder for future video updates and a source of pride for agents sharing their creative solutions.

One of the most powerful resources that a leader can tap into to free minds at work is the natural human desire to take on challenges and prevail. There is a reason that human history is filled with stories of the hero who takes on extraordinary challenges and succeeds. Prevailing in the face of a challenge releases the “happy drugs” that I’ve written about in previous blogs. They create a natural high that everyone has a strong desire to feel. People pay money to attend movies and sporting events to get close to it.

Unfortunately, modern humans have become so habituated to being armchair observers who watch others prevail that we often forget that every one of us not only has this innate ability to find ways to prevail in the face of challenges but also the hunger to experience the high it generates.

Apr 18, 2013 01:24 pm
 Posted by  Anonymous

I truly believe that everyone wants to be a hero at least once in their life, and not necessarily in a way that deserves a movie to tell the story. A few years ago my husband and I remodeled our kitchen. Starting with the felling of trees to provide the lumber and working weekends and evenings it took 3 years. The final touch would be a pair of stools to perch on at the kitchen island. After a long search I found the perfect items, which standard delivery would bring to me in 8-10 weeks. I explained to the clerk, I needed them in 4 weeks. I shared the details of why, and asked her to ask. I said she should tell them that this would be their chance to be heroes. She laughed and said, she'd explain the need but the stools would be at least 8 weeks. Two weeks later I collected the stools from the store. The guys in the factory responded to the story, pulled out all the stops and made it happen. I wrote a nice thank you letter, which the clerk forwarded to the factory.

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About This Blog

Cay Villars is a management consultant, executive coach, and facilitator with over 20 years of marketing, sales, and business development experience. She coaches executive teams to inspire, focus, and align high-yield behaviors to increase engagement, revenues, and profitability. She honed her skills in setting minds free and changing behavior as a volunteer coach for inmates in Wisconsin prisons.

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