In the book, The Leadership Challenge by Kouzes and Posner, the authors convey a story told to them by comedian and actor Michael Pritchard about a young girl in the third grade. Here's the story:
"He (Michael) was making a presentation at a local elementary school (at the time he was a probation officer), and he got to talking with a third grader. When he asked her what she'd been learning, she responded that she'd been learning sign language. Michael was, as we were, intrigued. Sign language? Kids don't typically learn sign language in the third grade. So he asked how she got started on that educational adventure.
"The young girl explained that her best friend since first grade couldn't speak and couldn't hear. So she asked her mom if she could learn sign language to communicate with her friend. Her mom agreed. Now, the young girl said, 'I listen with my eyes and my heart, not just my ears and my brain.' All leaders can learn from this third grader. Listening with the eyes and the heart, not just the ears and the brain, requires a deeper level of paying attention and understanding. It requires that we hear the heart and see the soul.
"...The third grader in Michael's story learned the language of another to strengthen their relationship."
It's a either a profound concept for a third grader or a simple concept that is oddly profound for us. When was the last time you listened to your client or colleague with your eyes and your heart? I'm going to try it! I hope you will as well.
Thursday, July 10, 2008
Wednesday, July 9, 2008
Client Service Group at PROpenMic Up to 40 Members!
Kelli Matthews was kind enough to introduce me to PROpenMic, and I've truly enjoyed participating ever since. Among the many opportunities to get involved, I started the Client Service Insights group in an effort to offer a forum for practitioners, students, and faculty to engage in a conversation about client service - a conversation that transcends the limits of this blog and offers the opportunity for others to lead the discussion. The group now numbers 40 and is growing strong.
That said, PROpenMic is a robust, global community. If you haven't visited, please do. Join the community, join a group, and join us at CSI!
That said, PROpenMic is a robust, global community. If you haven't visited, please do. Join the community, join a group, and join us at CSI!
Client Service and The Job Interview
As agencies, if we're only as strong as our people, then why wouldn't we want to interview as many of them as possible? Don't we owe it to ourselves and our clients to do whatever we can to find the best available talent? No question about it!
Lately, I've receive a number of inquiries from job seekers asking for advice. Some of them need it, most of them don't, but I'm always happy to engage. Looking for a job is tough. Finding great people is just as tough. The resume is an inadequate vehicle to either present or judge talent. And web sites and Linkedin profiles don't do much to help either side determine if the fit is right. You have to meet face-to-face.
Over 10 years ago, much to the chagrin of agency principals and HR professionals alike, I wrote an article that Paul Holmes published describing my interviewing policy at the agency I owned at the time. Since I believe in that policy today as much as ever, I thought I'd pull it from the archives:
WHY WE INTERVIEW ANYONE WHO ASKS
INSIDE PR - September 15, 1997
Last week, we talked with several public relations firm principals to find out how cutting-edge firms are dealing with the challenge of attracting and retaining the best people. This week, one agency founder suggests a radical approach.
By Leo Bottary
In the fall of 1990, as the real estate market in New England plundered, I found myself without a job. I was laid off my position as director of public relations for a major real estate development corporation, and along with many in those days, found myself looking for work.
At the time, I was relatively self-assured about my background and experience. I had a good resume, strong portfolio, and several byline articles that I had written for various PR and industry trade books. I believed if I could just meet the employers face-to-face, then I could make a strong case for being hired.
I responded to ads, followed-up with phone calls, talked to recruiters, and exhausted my contacts. The competitive environment for communications positions was brutal. My greatest frustration was that I found securing actual face-to-face interviews next to impossible. It was six months before I actually found a job. Enough time to understand the feeling that comes from watching the business world function perfectly well without my personal involvement. I think I had three interviews during my entire search.
I promised myself that if the tables were ever turned, I would do whatever I could to give job applicants the opportunity to present themselves in person. Fortunately, the tables did turn, and since 1992 I have been in the position to hire people.
Today, we interview any person who calls our company seeking one.
Whenever I make that statement to people, their first reaction is: “How on earth do you have time?” What started out as a mission to keep a personal promise has turned into one of the most valuable initiatives for our organization. As a result, we make the time.
Here are the reasons for our interview policy:
• It keeps us informed of all the talent available in our market. Situations can change quickly. It keeps us a step ahead, whether we need to fill a permanent position or find a specialist for a short-term assignment.
• It’s consistent with our mission of serving as a public relations resource. We want to be a PR resource for everyone; we don’t discriminate against job applicants.
• Every person I’ve hired since 1992 has been as a result of this process. No advertising costs. No executive recruitment fees.
• Major corporations and other organizations in the area are aware of our policy. We receive calls frequently asking for recommendations and resumes. (Remember our “PR Resource” mission?)
• It sharpens the interview skills of all our employees who participate.
• These applicants eventually get jobs. Not necessarily with us of course, but better still, companies which can hire us. Individuals who’ve remembered that we gave them the time when others wouldn’t have rewarded us on numerous occasions.
• It’s proven to be great PR for our firm.
• It’s the right thing to do. We’ve all been on the other side of the desk.
We talk to students, people wanting to change careers, individuals who are unemployed or currently employed and actively looking for work in the public relations field. We make the time by simply establishing a few ground rules. All such interviews are conducted between 8:00 – 8:30 a.m. They last no longer than 20 minutes, and we are up-front with the individuals that while we may not have an opening, we’d be happy to learn about them, talk about our firm, and provide an overview of what’s happening in our market.
While this process may still seem frightening to some, it’s well worth it. We are continually delighted by the quality of people we meet and the level of talented PR professionals residing in our community. As for me, I’m grateful for every day that I have an office from which to work.
Lately, I've receive a number of inquiries from job seekers asking for advice. Some of them need it, most of them don't, but I'm always happy to engage. Looking for a job is tough. Finding great people is just as tough. The resume is an inadequate vehicle to either present or judge talent. And web sites and Linkedin profiles don't do much to help either side determine if the fit is right. You have to meet face-to-face.
Over 10 years ago, much to the chagrin of agency principals and HR professionals alike, I wrote an article that Paul Holmes published describing my interviewing policy at the agency I owned at the time. Since I believe in that policy today as much as ever, I thought I'd pull it from the archives:
WHY WE INTERVIEW ANYONE WHO ASKS
INSIDE PR - September 15, 1997
Last week, we talked with several public relations firm principals to find out how cutting-edge firms are dealing with the challenge of attracting and retaining the best people. This week, one agency founder suggests a radical approach.
By Leo Bottary
In the fall of 1990, as the real estate market in New England plundered, I found myself without a job. I was laid off my position as director of public relations for a major real estate development corporation, and along with many in those days, found myself looking for work.
At the time, I was relatively self-assured about my background and experience. I had a good resume, strong portfolio, and several byline articles that I had written for various PR and industry trade books. I believed if I could just meet the employers face-to-face, then I could make a strong case for being hired.
I responded to ads, followed-up with phone calls, talked to recruiters, and exhausted my contacts. The competitive environment for communications positions was brutal. My greatest frustration was that I found securing actual face-to-face interviews next to impossible. It was six months before I actually found a job. Enough time to understand the feeling that comes from watching the business world function perfectly well without my personal involvement. I think I had three interviews during my entire search.
I promised myself that if the tables were ever turned, I would do whatever I could to give job applicants the opportunity to present themselves in person. Fortunately, the tables did turn, and since 1992 I have been in the position to hire people.
Today, we interview any person who calls our company seeking one.
Whenever I make that statement to people, their first reaction is: “How on earth do you have time?” What started out as a mission to keep a personal promise has turned into one of the most valuable initiatives for our organization. As a result, we make the time.
Here are the reasons for our interview policy:
• It keeps us informed of all the talent available in our market. Situations can change quickly. It keeps us a step ahead, whether we need to fill a permanent position or find a specialist for a short-term assignment.
• It’s consistent with our mission of serving as a public relations resource. We want to be a PR resource for everyone; we don’t discriminate against job applicants.
• Every person I’ve hired since 1992 has been as a result of this process. No advertising costs. No executive recruitment fees.
• Major corporations and other organizations in the area are aware of our policy. We receive calls frequently asking for recommendations and resumes. (Remember our “PR Resource” mission?)
• It sharpens the interview skills of all our employees who participate.
• These applicants eventually get jobs. Not necessarily with us of course, but better still, companies which can hire us. Individuals who’ve remembered that we gave them the time when others wouldn’t have rewarded us on numerous occasions.
• It’s proven to be great PR for our firm.
• It’s the right thing to do. We’ve all been on the other side of the desk.
We talk to students, people wanting to change careers, individuals who are unemployed or currently employed and actively looking for work in the public relations field. We make the time by simply establishing a few ground rules. All such interviews are conducted between 8:00 – 8:30 a.m. They last no longer than 20 minutes, and we are up-front with the individuals that while we may not have an opening, we’d be happy to learn about them, talk about our firm, and provide an overview of what’s happening in our market.
While this process may still seem frightening to some, it’s well worth it. We are continually delighted by the quality of people we meet and the level of talented PR professionals residing in our community. As for me, I’m grateful for every day that I have an office from which to work.
Tuesday, July 8, 2008
Truth To Power
Back in late March, I wrote a post called Client Service And Idi Amin. It was essentially a tale of speaking truth to power and managing some of the issues that arise when we're faced with such a situation and their relevance to client service. I used a scene from the movie The Last King of Scotland to illustrate the point.
Today at Talentzoo.com, you'll find my guest column titled Truth to Power, based in large part on that blog post and expanded to cover issues that arose from the resulting comments and conversation. Let me post the first three paragraphs of the article. If it intrigues you, I invite you to go to Talentzoo.com to read the piece in its entirety and offer your insights and comments either there or back here! Thanks!
Truth To Power
In an article by USC Professor Warren Bennis titled Followership, he notes: "In a world of growing complexity, leaders are increasingly dependent on their subordinates for good information, whether the leaders want to hear it or not. Followers who tell the truth, and leaders who listen to it, are an unbeatable combination.
"Movie mogul Samuel Goldwyn seems to have had a gut-level awareness of the importance of what I call "effective backtalk" from subordinates. After a string of box-office flops, Mr. Goldwyn called his staff together and told them: 'I want you to tell me exactly what's wrong with me and MGM, even if it means losing your job.'"
Let's face it, the same holds true for outside counsel of any kind advising a client. The only question we have to ask ourselves is: Are we selfless enough and courageous enough to speak truth to power? Is it enough just to speak truth to power, or do you we have to actually be successful at it? How far can and should you push your point of view?...
Today at Talentzoo.com, you'll find my guest column titled Truth to Power, based in large part on that blog post and expanded to cover issues that arose from the resulting comments and conversation. Let me post the first three paragraphs of the article. If it intrigues you, I invite you to go to Talentzoo.com to read the piece in its entirety and offer your insights and comments either there or back here! Thanks!
Truth To Power
In an article by USC Professor Warren Bennis titled Followership, he notes: "In a world of growing complexity, leaders are increasingly dependent on their subordinates for good information, whether the leaders want to hear it or not. Followers who tell the truth, and leaders who listen to it, are an unbeatable combination.
"Movie mogul Samuel Goldwyn seems to have had a gut-level awareness of the importance of what I call "effective backtalk" from subordinates. After a string of box-office flops, Mr. Goldwyn called his staff together and told them: 'I want you to tell me exactly what's wrong with me and MGM, even if it means losing your job.'"
Let's face it, the same holds true for outside counsel of any kind advising a client. The only question we have to ask ourselves is: Are we selfless enough and courageous enough to speak truth to power? Is it enough just to speak truth to power, or do you we have to actually be successful at it? How far can and should you push your point of view?...
Sunday, July 6, 2008
Making "Thank It Forward" Sustainable
So if you remember my post from July 2nd titled: Thank It Forward, then you've passed the first test that you're not still suffering from Todd Andrlik for President shock syndrome. Glad to have you back!
Someone had asked me where David Maister got the idea for his monthly thank you posts. I e-mailed David, who was in Europe at the time, yet he was kind enough to leave a comment on Mullen's relentlessPR blog. Here's what he had to say:
"Thanks for including me in this discussion, Leo. I cannot take any credit for the original idea. It was suggested to me by my online support team at StressLimitDesign. They are very caring, professional people AND thought it was a good online tactic. Which motivation dominated is hard to unbundle!!!!"
David brings up a very interesting point. For acts of generosity or thanks to be truly sustainable, is self-interest on some level a necessary component? What do you think?
Someone had asked me where David Maister got the idea for his monthly thank you posts. I e-mailed David, who was in Europe at the time, yet he was kind enough to leave a comment on Mullen's relentlessPR blog. Here's what he had to say:
"Thanks for including me in this discussion, Leo. I cannot take any credit for the original idea. It was suggested to me by my online support team at StressLimitDesign. They are very caring, professional people AND thought it was a good online tactic. Which motivation dominated is hard to unbundle!!!!"
David brings up a very interesting point. For acts of generosity or thanks to be truly sustainable, is self-interest on some level a necessary component? What do you think?
Thursday, July 3, 2008
Todd Andrlik for President?
As many of you know, Kami Huyse, Gavin Heaton, Drew McClellan, Darryl Ohrt, and I served as guest bloggers for Todd Andrlik while he was supposedly on "vacation." Little did we know that we were unwitting accomplices to Todd's run for the White House - I'm thinking you'll see an official announcement on July 4th. Have a look for yourselves:
To make your own video or to spoof a friend, please visit news 3 online! Enjoy your holiday!
*Video viewing in this context is not always reliable. (May just take time to load - seems faster on Explorer and Safari than Firefox). I encourage you however to visit the link, create your own video, and amaze your friends!
To make your own video or to spoof a friend, please visit news 3 online! Enjoy your holiday!
*Video viewing in this context is not always reliable. (May just take time to load - seems faster on Explorer and Safari than Firefox). I encourage you however to visit the link, create your own video, and amaze your friends!
Wednesday, July 2, 2008
Thank It Forward
I've always loved the concept of paying it forward: Do something for another with no expectation for that person to return the favor, but instead, hope the act will inspire them to help another person someday. We may know it from the movie, but this concept of "generalized reciprocity" was first described in a letter written by none other than Ben Franklin in 1784.
Now fast forward to 2006, David Maister (who's taking a well deserved summer off from blogging) included me in a thank you post he writes every month to express his gratiude to those who comment on his blog. And he does so with links to his commenters blogs. David understands that contributing to the conversation on a blog takes time and for most people is a truly generous act, benefiting both the blogger and the audience. Without comments there is no dialogue, and without a dialogue of sorts, then a blog operates at less than half strength regardless of how good the author.
I've made the monthly thank you post a practice ever since, and today because of twitter and the other tools that allow people to contribute it so many different ways, I've expanded my thank you list to include not only commenters on my blog, but contributors in other social media forums including twitter, PROpenMic, etc.
Yesterday David Mullen, who's a colleague at Mullen and fellow blogger at relentlessPR, wrote a post thanking those who commented on his new blog based on my thank you post for June. Reading it made my day.
I 've always believed that being successful in social media starts with having basic social skills. A simple thank you goes a long way. If you haven't thanked those who contribute to your own blogs recently, please do. Your readers will appreciate it, and I believe you'll inspire them to thank it forward as well!
Now fast forward to 2006, David Maister (who's taking a well deserved summer off from blogging) included me in a thank you post he writes every month to express his gratiude to those who comment on his blog. And he does so with links to his commenters blogs. David understands that contributing to the conversation on a blog takes time and for most people is a truly generous act, benefiting both the blogger and the audience. Without comments there is no dialogue, and without a dialogue of sorts, then a blog operates at less than half strength regardless of how good the author.
I've made the monthly thank you post a practice ever since, and today because of twitter and the other tools that allow people to contribute it so many different ways, I've expanded my thank you list to include not only commenters on my blog, but contributors in other social media forums including twitter, PROpenMic, etc.
Yesterday David Mullen, who's a colleague at Mullen and fellow blogger at relentlessPR, wrote a post thanking those who commented on his new blog based on my thank you post for June. Reading it made my day.
I 've always believed that being successful in social media starts with having basic social skills. A simple thank you goes a long way. If you haven't thanked those who contribute to your own blogs recently, please do. Your readers will appreciate it, and I believe you'll inspire them to thank it forward as well!
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