Leaders and Consensus

"A genuine leader is not a searcher for consensus but a molder of consensus."
Martin Luther King Jr.

Interesting ...

Leadership Quote

"Example is leadership." -- Albert Schweitzer

Leadership as Described by Alton Chung

"I see my role as that of facilitator, i.e. to ask a lot of questions, to ensure that everyone knows what everyone else is doing, and to hold the space for what we would like to become."

Chairperson Alton Chung from the National Storytelling Network
in Storytelling Magazine Jan/Feb/Mar 2012

Leadership and the Future (quote)

“Leadership is having ideas that change the future.”  Glee, Season 1

A Customer Is the Most Important Visitor (Quote)

"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."

This quote is attributed to Mahatma Gandhi, but the exact source cannot be pinpointed.

Thirst for Knowledge

I've been quiet on this blog during my vacation from library-related activities.  I've been finding myself away from the computer ... and racing around ... mentally as well as physically.

I've been learning ... or trying to to learn.

My last day of work before vacation ... my first customer of the day ... I saw an "older gentleman" (as my professional co-worker would say) on crutches ... gingerly making his way over to me: "Good morning.  How can I help you?"  I gathered that he wanted to make a copy but had no library card.  I explained the procedure for this circumstance: "You'll need a card to get the machine to work.  If you go to the front desk with your ten cents, you can get a Courtesy Card."  The patron replied, "I want you to make the copy."  I read his tone as slightly demanding, and I asserted that the copiers were self-service but that I would show him how to use it once he had a card.  In perfect measure the older gentleman responded, "I'll go to the post offiice then."

...


I didn't know what to say.  I had relayed the information. I was ready to help in the way I could ...
I watched him crutch away and  felt unhappy about the interaction.

...

What would you have done?



I recently bought this at Rogers Farmer's Market!  Smart People DO Thirst for Knowledge!



After this experience, I immediately consulted with a colleague.  I feel my reactions weren't the best human response, but I wonder how to work that into "policy."

I've learning about these topics of communication and emotion in my personal life as well ... Which reminds me, I need to update my Shelfari shelf ...

Customer Service: The Need for Apology, Empathy, and Explanation (A Personal Story)

10:02 p.m.

I huff and I puff and I snuff and I rush
From concourse B
to concourse D

This was after the shuttle bus drove past
the assigned pick up location on my receipt
at

3:10 p.m.
The shuttle drove past
I called the company on the phone
Who said, “Well, we can’t get another driver there for an hour”
in a WAY less than empathetic tone
So I hail a cabbie who was as nice as could be
He had another passenger already – which was lucky for me
Since the cash I was carrying wouldn’t suffice
And the Bloomsbury vendor was generous and nice
She loaned me some cash and told a great story
About her harrowing trip in
Which made this (so far) mishap boring
(She almost missed her flight after locking her keys in her car
and sat next to a long-toed passenger who was truly bizarre.)

At 5:40 p.m.
I’m at Gate D4, but nobody’s boarding
And I wasn’t sure
So I approach Delta staff to make sure that I’m right
With less than three words, she confirms it’s my flight
But neglects to inform
that the plane is delayed because of a storm
Concerned about my connecting flight
I stand in line again to make sure I’ll be alright
Another staff member (tone equally cool)
States “You’ll be fine” in a way that makes me feel like fool

At 10:00 p.m.
As I exit this first flight and see my gate
It’s “BOARDING” – If I don’t run, I’m going to be late!
I huff and I puff and I snuff and I rush
From concourse B to concourse D
“Excuse me! Excuse me!”
Of course, you know, I didn’t “make it in time”
And when I get there, I’m second in line
The unfriendly staff doesn’t bat a lash
As she ignores my sweat and my un-Olympic dash
Instead of a smile and “Sorry” and soothing explanation
She ignores my communication
What is she doing ?!
Staring at her computer screen -- apparently, she’s made me another reservation


There’s much more to tell both in detail and plot
But for a rhyming poem… I’d rather not

Let’s stop the story here and just jump to the moral:

Customer Service is communication in words and in tone –
After an inconvenience,
Apology, Empathy, and Explanation is the touchstone.

Indeed, my customer service awareness and skills during yesterday and today
Have improved 100% -- a GREAT conference take away.

Customer Service: Solve the Problem (Quote)

"Your job is to solve the problem, not to determine who is at fault."
From "Respond Confidently to Customer Complaints" in First-Rate Customer Service newsletter issue 595

Communicating with (Pessimistic) Patrons

NOTE TO SELF ... TRY THESE PHRASES:

I have noticed that ...
It seems that ...

I wish I could ...
I can ...

Even though I can't ____, I can ______

What questions do you have about ______

How would you like to see this resolved?

You did not receive good service, and I apologize for that failure on the part of our organization.

(I found these in a notebook without a citation.  They are probably from Communication Briefings: http://communicationbriefings.com/)

The Soul of Leadership by Deepak Chopra

Seven Notes from Chapter Ten "A Template for Awareness":

1) "Leaders and Followers co-create each other.  Followers express a need, and the leader supplies a response.  Both arise together."
2) "The group's needs must be met wherever they are ... Needs fuel change."
3) "The outcome of any situation is defined in advance by the vision that goes into solving it."
4)  "Needs are designed to evolve, and a leader must be aware of this in order to foresee the future of the group and anticipate its needs."
5)  "For every need, the leader must play the right role."
6)  "The leader who understands the hierarchy of needs and responses will succeed."
7) "Leading ... means ... you spend time investing in relationships with those who turn to you for answers ... Unafraid of forming emotional bonds ..."

Leaders as Servants to Ideas and People

"Institutions function better when the idea, the dream, is to the fore, and the person, the leader is seen as servant of the idea ... It is the idea that unites people in the common effort, not the charisma of the leader ... Far too many of our contemporary institutions do not have an adequate dream, an imaginative concept that will raise people's sights close to where they have the potential to be ...(78)"
From The Power of Servant Leadership by Robert K. Greenleaf

I do believe that we should always reach for our potential; There is always something to learn.  However, sociology major undergrad that I am, I realize the importance of dynamics with people.  So I also recommend reading 151 Quick Ideas to Improve Your People Skills by Robert E. Dittmer and Stephanie McFarland.

And while we are on the topic of institutional/personal potential and communication skills VERSUS the mentality that the person with the most power (e.g. loudest voice, strongest kick) K.O.s ... OK's the role of leader ... try The Gentle Art of Communicating with Kids: From Toddlers to Teens by Suzette Haden Elgin, Ph.D.

I'm liking that I can now rightfully post 

images of book covers

that I find fascinating 

and appropriate to the topics of this blog.

Enjoy ... and please feel free to make a comment!

Asperger's Syndrome and StoryCorps

At ALA Annual of this year, I caught the end of Dave Isay's presentation.  Dave Isay is the founder of StoryCorps.

I've found that I'm still thinking about this particular story in which a twelve year old boy (who has Asperger's syndrome) interviews his mother.  Here is the animated short.

I think about the questions he asks like, "Have you ever lied to me?" and "Was I the child you hoped I would be?"

I think about how his mother calmly responds, never skipping a beat: "You've exceeded my expectations ... You have made me grow so much as a parent. [I've had to learn to think outside the box, and I thank you for that.]"

In my personal life, I think about the people that I'm close to that face such different challenges than myself.

In my professional life, I think about the challenge of sharing stories and information with a group of developmentally diverse children.

I think about how by knowing and interacting with all those who are different from me, I have had such opportunity to grow as an individual.

Tattoos, Dialogic Reading, and Unity

Here's a train of thought:

I've noticed that more and more of the people (that I help at the library) have tattoos.  Perhaps my awareness has increased with my interest in them, or perhaps more people are getting them.

Whatever the reason for this observation, I have a positive outlook on body art that is akin to my love of picturebook illustration ... and I recently stumbled on a thought which brings value to body art as a conversation piece.

With any form of artistic expression (remember my brief cell phone/ring tone post?) or striking diversity, there is opportunity for sharing ... or listening to ... a story.  There is potential for learning something new or finding a commonality.

At the very least, dialogic reading shows us that an illustration provides a platform for bonding and conversation.

Conversation and communication (as I explored in my recent article) are keys to fostering unity.

Leadership Motivation Assessment

To take a leadership motivation assessment, go to: http://www.mindtools.com/pages/article/newLDR_01.htm

I scored a 57 which just barely puts me in the "strong motivation to lead" category.  I'm definately still learning ...

I've been a quieter on this blog the last month because I'm researching and thinking about several projects (and seeking information from others on the various library related listservs ... feel free to comment on this post as well):

• special programming for newborn to sixth month olds (apart from 6 - 23 month olds) that also targets expectant parents and is a shorter version of our baby brilliant brain education workshops
• how to evaluate programs
• preparing more for children with special needs who may attend a program

I welcome any thoughts, and enjoy connecting with other professionals!

Networking for Introverts by WorkBuzz

Reading through ALDirect, I came across The Work Buzz Blog (which covers trends in the work place) and this article.

Active Listening for Unity and Leadership

I've recently submitted an article to the EMIE Bulletin within the Multicultural Review.  The article is entitled "Using Picturebooks to Foster Unity"

In my personal and professional life, communication, especially communication across differences, has been on my mind, and I've been exploring paths toward unity.  I've recently listened to 21 Ways to Defuse Anger and Calm People Down and have been observing my mentors as they listen and speak with others - the public and colleagues as well as friends and family.

The term "active listening," a term I first actively heard as an Emerging Leader last year, also offers some solutions.

According to Mind Tools, the five key elements of active listening are:

1. Pay attention.
2. Show that you are listening.
3. Provide feedback.
4. Defer judgement.
5. Respond appropriately.

Donald Clark's adds that "active listening" is when the "listener attends to the words and the feelings."  He also succintly outlines the barriers of communication.

Once again, I am thinking about the correlation of emotional intelligence and communication which result in leadership...

Marketing: Visual Presentation

An aspect of leadership that I see peeking through my posts (and within my life) is the topic of marketing or presentation.

I'm not only referring to how one presents oneself professionally to answer questions and resolve conflicts or how one should or could present a library program, I am also very interested in the physical, visual pieces of marketing such as the activity sheets handed out at storytimes or the displays and signage within the library.

If you look in the top right corner of this blog under "Youth Services Resources," you will find pictures of some of my displays (bulletin board and storytime set ups).  You can also visually compare my earlier storytime program handouts to my newer ones.  I am definitely working toward finding a user friendly, visually appealing, and informative take home handout that will enforce the Early Literacy Skills.

Speaking of visual presentation to market programs, I came across the MyFonts website while following a conversation on the YALSA listserv.  Use the website to determine fonts and use Da Font.com to download and choose others.

Visual organization (from websites to posters) is just as important as physical organization, and I think it is safe to say that Libraries do and are starting to recognize this in more detail.  (I'm thinking of the Information Architecture and Knowledge Management program at Kent State University.) 

I would be interested in hearing others' thoughts (and seeing others' visuals!) on this topic.

Successful Leadership Begins With Self (ppt)

The information below is quoted from the Ontario Library Association Super Conference 2008 website.  (Follow the link to access the PowerPoint.):

"Mary Ann Mavrinac, Chief Librarian, Hazel McCallion Academic Learning Centre, University of Toronto Mississauga.

Experiencing organizational change can be difficult, especially when the change is unanticipated and unwelcome. Let go, go with the flow, strategize, see opportunity, learn, and fulfill your aspirations! Sound good? Join us as we reveal the dynamic nature of protecting self, and provide practical, concrete leadership strategies based upon empirical research that can be liberating for the individual, and transformational for the library. Flourish and have fun in an unpredictable environment of ubiquitous change.

Resources:

Session Presentation (.ppt)           
Leadership Focuser Form (.doc) "

Learning: Emerging Leadership (Quotes)

The quotes below are from After the Ecstasy, the Laundry: How the Heart Grows Wise on the Spiritual Path by Jack Kornfield, pages xix - xx.  During ALA Midwinter 2010, Elizabeth Gilbert recommended this read-alike to her Eat, Pray, Love.
 
"Our intention was inspired by the humility and compassion of the Dalai Lama himself, always eager to learn, even from his mistakes."

"... wise speech ..."

"The wisest express a greater humility.  Abotts like Father Thomas Keating of Snowmass Monastery and Norman Fischer of the San Francisco Zen Center, for example, regularly say, "I'm learning" and "I don't know.""

Mo' Mo: http://www.mowillems.com/

Hayley McEwing (Me) and Mo Willems ... 2005?

His work, particularly There is a Bird on Your Head, has touched my life.

Mo is (print) Motivation to the Max!