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Wednesday, April 30, 2008

Be On Time!



Being late to meetings, family outings, or any other event is unacceptable. In preparing my presentation for this year's IBM Pulse08 Conference in Orlando, FL I used a quote in one of my slides from Tom Peters that says, "Don’t over-schedule - Running late is inexcusable at any level of seniority; it is the ultimate mark of self-importance mixed with contempt."

Being consistently late for meetings is unacceptable, rude, and tells others that you are more important than them. If you don't have time to attend all the meetings you are invited to then decline them. Don't accept a meeting invitation and show up late.

You are never too important or too busy to be on time. You own your schedule and it is your job to manage it properly.

DON'T BE LATE!

Sunday, April 20, 2008

Are We Getting Dumber?

The article below amazed me. I think a lot of the people this airline agent has spoken to over the years have worked on my projects.

Reservations of an Airline Agent


(After Surviving 130,000 Calls from the Traveling Public)


by Jonathan Lee -- The Washington Post

I work in a central reservation office of an airline. After more than 130,000 conversations — all ending with “Have a nice day and thanks for calling” — I think it’s fair to say that I’m a survivor.

I’ve made it through all the calls from adults who didn’t know the difference between a.m. and p.m., from mothers of military recruits who didn’t trust their little soldiers to get it right, from the woman who called to get advice on how to handle her teenage daughter, from the man who wanted to ride inside the kennel with his dog so he wouldn’t have to pay for a seat, from the woman who wanted to know why she had to change clothes on our flight between Chicago and Washington (she was told she’d have to make a change between the two cities) and from the man who asked if I’d like to discuss the existential humanism that emanates from the soul of Habeeb.

In five years, I’ve received more than a boot camp education regarding the astonishing lack of awareness of our American citizenry. This lack of awareness encompasses every region of the country, economic status, ethnic background, and level of education. My battles have included everything from a man not knowing how to spell the name of the town he was from, to another not recognizing the name as “Iowa” as being a state, to another who thought he had to apply for a foreign passport to fly to West Virginia. They are the enemy and they are everywhere.

In the history of the world there has never been as much communication and new things to learn as today. Yet, after I asked a woman from New York what city she wanted to go to in Arizona, she asked, “Oh… is it a big place?”

I talked to a woman in Denver who had never heard of Cincinnati, a man in Minneapolis who didn't know there was more than one city in the South ("wherever the South is"), a woman in Nashville who asked, "Instead of paying for your ticket, can I just donate the money to the National Cancer Society?", and a man in Dallas who tried to pay for his ticket by sticking quarters in the pay phone he was calling from.

I knew a full invasion was on the way when, shortly after signing on, a man asked if we flew to exit 35 on the New Jersey Turnpike. Then a woman asked if we flew to area code 304. And I knew I had been shipped off to the front when I was asked, "When an airplane comes in, does that mean it's arriving or departing?"

I remembered the strict training we had received -- four weeks of regimented classes on airline codes, computer technology, and telephone behavior -- and it allowed for no means of retaliation. "Troops," we were told, "it's real hell out there and ya got no defense. You're going to hear things so silly you can't even make 'em up. You'll try to explain things to your friends that you don't even believe yourself, and just when you think you've heard it all, someone will ask if they can get a free round-trip ticket to Europe by reciting 'Mary Had a Little Lamb.'"

Well, Sarge was right. It wasn't long before I suffered a direct hit from a woman who wanted to fly to Hippopotamus, NY. After I assured her that there was no such city, she became irate and said it was a big city with a big airport. I asked if Hippopotamus was near Albany or Syracuse. It wasn't. Then I asked if it was near Buffalo. "Buffalo!" she said. "I knew it was a big animal!"

Then I crawled out of my bunker long enough to be confronted by a man who tried to catch our flight in Maconga. I told him I'd never heard of Maconga and we certainly didn't fly to it. But he insisted we did and to prove it he showed me his ticket: Macon, GA. I've done nothing during my conversational confrontations to indicate that I couldn't understand English. But after quoting the round-trip fare the passenger just asked for he'll always ask: "...Is that round trip?" After quoting the one-way fare the passenger just asked for he'll always, always ask: "...Is that one-way?" I never understood why they always question if what I just gave them is what they just asked for. Then I realized it was part of the hell Sarge told us about.

But I've survived to direct the lost, correct the wrong, comfort the wary, teach U.S. geography and give tutoring in the spelling and pronunciation of American cities. I have been told things like: "I can't go stand-by for your flight because I'm in a wheelchair." I've been asked such questions as: "I have a connecting flight to Knoxville. Does that mean the plane sticks to something?" And once a man wanted to go to Illinois. When I asked what city he wanted to go to in Illinois, he said, "Cleveland, Ohio."

After 130,000 little wars of varying degrees, I'm a wise old veteran of the communication conflict and can anticipate with accuracy what the next move by "them" will be. Seventy-five percent won't have anything to write on. Half will not have thought about when they're returning. A third won't know where they're going; 10 percent won't care where they're going. A few won't care if they get back. And James will be the first name of half the men who call.

But even if James doesn't care if he gets to the city he never heard of; even if he thinks he has to change clothes on our plane that may stick to something; even if he can't spell, pronounce, or remember what city he's returning to, he'll get there because I've worked very hard to make sure that he can. Then with a click in the phone, he'll become a part of my past and I'll be hoping the next caller at least knows what day it is.

Saturday, April 12, 2008

Goober on Paper

I don’t claim to be a good writer. While I wish I were, some things are just not meant to be. Having said that, I came across the following article that may be of use to someone. Project managers write a lot, and any tips that we can get to make our communications concise and more effective can only make our projects better.

WRITING TIPS

1. Cut the boring parts

I try to leave out the parts that people skip. ~Elmore Leonard

Unless you’re writing for personal reasons alone, you need to consider the attention of your readers. There’s no point is publishing content that isn’t useful, interesting, or both.

2. Eliminate unnecessary words

Substitute “damn” every time you’re inclined to write “very;” your editor will delete it and the writing will be just as it should be. ~Mark Twain

I used to feel that using words like “really”, “actually”, or “extremely” made writing more forceful. It doesn’t. They only get in the way. Cut them and never look back.

3. Write with passion

Fill your paper with the breathings of your heart. ~William Wordsworth

It’s not hard to realize that unless you’re excited about your writing no one else will be.

4. Paint a picture

Don’t tell me the moon is shining; show me the glint of light on broken glass. ~Anton Chekhov

Simply stating something is fine, but when you need to capture attention, using similes, metaphors, and vivid imagery to paint a picture creates a powerful emotional response.

5. Keep it simple

Vigorous writing is concise. ~William Strunk Jr.

Maybe it was all those late nights, struggling to fill out mandatory 10 page papers, but many people seem to think that worthwhile writing is long and drawn out. It’s more difficult (and effective) to express yourself in the simplest possible manner.

6. Do it for love

Write without pay until somebody offers to pay. ~Mark Twain

When you’re just starting out it’s hard to decide where to begin. So don’t. Just start writing. A blog is a good place to start. The most valuable benefit is the feedback.

7. Learn to thrive on criticism

You have to know how to accept rejection and reject acceptance. ~Ray Bradbury

Writing means putting yourself at the mercy of anonymous hecklers and shameless sycophants. Learn to make the most of the insults and distrust the praise.

8. Write all the time

Quantity produces quality. If you only write a few things, you’re doomed. ~Ray Bradbury

The way you define yourself as a writer is that you write every time you have a free minute. If you didn’t behave that way you would never do anything. ~John Irving

9. Write what you know … or what you want to know

If any man wish to write in a clear style, let him be first clear in his thoughts; and if any would write in a noble style, let him first possess a noble soul. ~Johann Wolfgang von Goethe

Learn as much by writing as by reading. ~Lord Acton

Successful writing is all about trust and authority. It makes sense to write about your area of expertise. If you don’t have an expertise, reading and writing is the best way to develop one and put it on display.

10. Be unique and unpredictable

I owe my success to having listened respectfully to the very best advice, and then going away and doing the exact opposite. ~G.K. Chesterton

Consistency is the last refuge of the unimaginative. ~Oscar Wilde

Zest. Gusto. How rarely one hears these words used. How rarely do we see people living, or for that matter, creating by them. Yet if I were asked to name the most important items in a writer’s make-up, the things that shape his material and rush him along the road to where he wants to go, I could only warn him to look to his zest, see to his gusto. ~Ray Bradbury

Following what works will only get you so far. Experiment with new styles, even if it means taking criticism. Without moving forward, you’ll be left behind.