This Thanksgiving: thankful to be learning.

Last month, I decided to enroll in a creative writing class at the professor’s invitation. My instructor, Anda Peterson, is also a member of my writing group. Our small team, affectionately known as the Prose Posse, consisted of accomplished academics and journalists. I was the only technical writer in the bunch–the odd man out.

Writing mostly for corporations, I have learned tasks I will never perform directly. Technical writers will tell you that some subjects stay in their heads long after the project ends. Like a YouTube kitten or snippet of music that loops mercilessly, pulling the memory through one ear with a wire hanger eventually seems like a good plan. I wish I could forget how to perform Upper Extremity Sonography so I could make room for the name of the craft beer I sampled yesterday and quickly forgot. It’s most likely hanging out with my lost wallet and my third grade teacher, whose name I cannot recall.


Technical writing and instructional design is also a highly structured and deliberate process. My inner editor is a style guide that screams line-by-line revisions and keeps me on a strict budget. Deliver key objectives in line one. Select images that reinforce performance. Use quizzes to verify comprehension.

In truth, that box we love to hate and long to think outside actually gives us something to work with - a canvas on which to express ourselves. As a friend once told me, "creativity is our ultimate expression within defined parameters." I love trying to be as creative as possible, even when working with corporate or regulated material. However, open-sky, unlimited vistas are another matter. That blank sheet of paper can be a daunting partner.

So, I was immediately humbled by the burgeoning talent in Anda's classroom. Students in pencil thin jeans cranked out prize-worthy prose mere hours before class. A volunteer would recite lyrical lines, revealing yet another captivating story. Earnest and callow hearts searching the evening stars for answers or diving into the abyss for dinner. I panicked. My first submission was due in two weeks. My creative vocabulary felt limited by comparison, reduced to words like “happy," and “really." Pulling dead weasels through a rusty pipe would have been easier and more entertaining.

Despite my trepidation, the class seemed to respect every submission. I discovered creative writing courses are possibly the most life affirming event beyond kindergarten. Everyone brought something to share and then applauded. I don’t remember ever clapping in accounting or project management classes. Charitably, my classmates withheld the withering criticism my work fully deserves, an act of kindness typically reserved for the disabled or elderly. Based on the stories they submitted, I wondered if one or two of them were receiving community service hours for listening to mine.

Last night, I shared my experiences with a neighbor and how I hoped to live long enough to read something published by my fellow students. In return, I owe them the favor of purchasing their first published work, as payment in kind for helping me learn.

Thanks Anda. And to my classmates - a very special thank you!

Creating an Atmosphere of Collaboration

Improv teaches us to work with anything we are given (a prop, a line, an opportunity, a rejection, a bad economy…). No matter what it is, your FIRST answer is always yes. I want to use television as a metaphor for work.

IMPROV:

Whose Line Is It Anyway is an improvisational television show - a great example of working with anything and having fun doing it. The performers respond affirmatively to anything shouted out by an audience member. They work with what they are given and make us laugh. The energy seems to grow and grow.

"REALITY"

Now think about the reverse situation. Reality TV is an emotional wasteland where participants scream at each other and argue constantly. Sure, it's a human train wreck, and fun to watch for fifteen minutes and a beer, but would you really want to live there, 24 hours a day? You can almost feel the energy draining out of the room...

Where would you rather work: at the IMPROV or the Jersey Shore? What kind of office environment have you created?

Forming a Great First Impression

Every Chef knows that how the food looks is as important as how it tastes.

LIkewise, you may be prepared to sell a service, but does your customer see preparation in your delivery? Or, does your customer see a wreck of a website or a nervous person sitting in front of them.

In Blink: The Power of Thinking Without Thinking, Malcom Gladwell confirms years of research into first impressions and then takes it one step further. He says our decisions occur much faster - instantaneously or in less than two seconds.

In Gladwell's research, he finds we do this whenever we meet a new person, or when we have to make sense of something quickly or encounter a novel situation. "Snap judgments are, first of all, enormously quick: they rely on the thinnest slices of experience. They are also unconscious."

When we meet a person, our primal instincts are hard at work trying to gauge if this person is a threat or not. We are unsure how to interact with them. We don't know their temperament and basically we want to figure out if they will hurt us or help us.

Our minds act with lightning speed, calling upon all of our senses during any first encounter. We listen to the timber and tone of the stranger's voice. Our eyes focus on movement and other non-verbal cues and our noses try to detect any foreign or threatening smells.

While our brains are busy sorting through all the input the other person's brain is doing the exact same thing. In the case of the web-based sale, emerging systems track customer movement and make recommendations to the administrator.

Although it sounds like a joke, that last sensory input (smell), may be the final frontier of the online experience. It's hard to imagine, but sooner or later, scent will become part of the online experience. I just hope it's not a two-way technology...

First Impressions Matter

One day, the banquet manager at a resort hotel at a very big theme park in Orlando took his crew of dishwashers to the banquet hall. Spread before them was an immense sea of tables, flowers and decorations for a lavish wedding dinner.

The manager asked his dishwashers to imagine the same scene, but only with dirty dishes. "It wouldn't matter if we spent all week on the decorations," he said. "If the bride's glass is dirty it will ruin her impression of this day forever. Imagine if this was your own daughter's wedding...?"

His point is simple: contact = impression = experience.

Sometimes almost everything can go right, and yet the most essential task taken for granted can ruin someone's impression of your service or product. (If my glass is dirty, then how clean is the kitchen...?)

BE "PASSIONATELY PRESENT"
by Kristine Forster


Is it just me, or do you have days when when the thought of  tackling all those emails and RSS feeds seems like an overwhelmingly daunting task?

Over my cup of coffee and slightly burnt cinnamon and brown sugar pop tart this morning (mmm - breakfast of champions), I energetically attacked said mountain of rss feeds that, I am remiss to say, I have allowed to start piling up – again.

I'm so glad I dug in to that pile this morning though because here's what I read from Brendan Burchard's, "Life's Golden Ticket eNewsletter":

"Are you showing up as "passionately present" as you can each day, and are you lighting up your co-workers with energy and passion and excitement for what you are doing together?"

Along with my pop tart, I savored the taste of that question; and as the coffee does to my energy level, I'm allowing that fine thought to bolster my thoughts and attitude today.

As leaders of your organization or team (or family at home) – there's no greater skill for a leader to possess than the ability to inspire others. Give yourself permission to wade through the sea of demands and expectations and responsibilities that surely await you and settle for a moment on the question above.

I know when I did this morning it made the sun shine a little brighter, my coffee a little heartier, my resolve a little stronger and my pop tart all the sweeter.

Burn the Old Manual

Still using paper manuals to teach your leaders?

If traditional leadership and career tracks are anachronistic, then the traditional leadership curriculum is also dead. Hold a funeral. The only thing sustaining those traditional approaches to leadership development is... traditional thinking.

Consider this: public school systems are starting to compensate teachers for student test results and performance. It's pay for play in academia!

I'm not trying to fry my own bacon, but if public schools are trying this, shouldn't (capitalist) businesses treat their corporate education similarly? That's a scary thought for some corporate educators, but it may become commonplace.

I wholeheartedly support the idea that corporate educators should be paid based upon student outcomes, as long as executive leadership does likewise. If 3rd grade teachers can do it, why not the rest of us?

My thoughts: Shake up your leadership development program. Explore new approaches to learning that reward autonomous assessment and development. Throw out old manuals and start with a clean sheet of paper, or no paper at all!

Design something with impact, a program that excites, challenges, and motivates through meaningful engagement.

The Horizon Report: emerging technologies and how they will impact learning.

A great read that highlights six emerging technologies or practices that are likely to enter mainstream use on campuses within the next one to five years. The report presents critical trends and challenges that will affect teaching and learning over the same time frame.

Visit www.educause.edu/eli for a copy of this newly issued report.

Johnson, L., Levine, A., Smith, R., & Stone, S. (2010). The 2010 Horizon Report. Austin, Texas: The New Media Consortium.

Listening to the Service Experience

Creating a great sales effort begins by hiring people that have the raw ability to learn and to:

* fully understand products or services

* effectively deliver presentations fearlessly and consistently

* care about their customer's experience by listening and learning.

How? Here are a few ways to listen and learn:

Live Chat

Eliminate phone tag and offer service on demand. Even if you run a small businesses you can provide real-time support for visitors to your website. Organizations like LivePerson.com, BoldChat and Live2Support.com provide outsourced support services at competitive rates.

On-Demand Consumer University

Learning isn't limited to employees. In fact, consumers can benefit (and appreciate) the same information you provide your team.

Video FAQ and How-to's

You Tube offers a video plug-in for your site, that gives you the chance to quickly and affordably post content, like how-to videos that can make life easier for your customers.

Social Media

Services such as Facebook help you connect to multiple communities. Tools like Visibility and Radian 6 allow you to measure the effectiveness of your outreach to those groups.

Staff profiles and Blogs

Customers want to follow the team members they talk to everyday, not necessarily the CFO or COO. Get over your need for control and let your people blog. Employees may pleasantly surprise you by attracting even more customers.

Independent Reviews

Customer reviews and feedback are part of a richer online experience. Some companies, like customerreviews.com, offer widgets that can enable a review function within your own site. Others, like tripadvisor.com offer 3rd party reviews for specific services, in this case, hotels and travel services.