Marketable Skills: Responsibility

I considered calling this one Accepting Blame, except my general rule is fix the problem, not the blame. Unless you're the problem. Then the blame is yours, too.

When interviewing for a job, generally you are given a list of job duties that you are expected to perform on a routine basis. This is rarely a comprehensive list, but it will cover the minimum expectations of both you and your employer. Meaning, if you can't do these things on a routine basis with a minimum of mistakes and no supervision, you should be fired.

If you are a server at Sonic and can't make change, you should be fired. If you work at a phone bank answering calls all day and regularly forget to turn on your phone or yell at back at frustrated customers, you should be fired. If you data-enter numbers, and you regularly transpose them, you should be fired.

The above paragraph makes the mistake most employees make: it assumes it is your employer's responsibility to remove you. Wrong. It is your responsibility to remove yourself. A person of integrity who agrees to perform certain tasks in exchange for money, who discovers he cannot perform those tasks, should refuse payment and find another job better suited to his skill set. Unfortunately, the workplace is full of lemmings who would rather be told what to do than lionesses who solve problems, especially when that problem is herself.

I do not mean people cannot make mistakes. People are people, competent or not, and everyone has bad days. When those happen, own them, do your best anyway, and expect to have some messes to clean up later. That's normal. But the consistent failure to do the minimum your job requires is unacceptable to everyone: the customer who can take his business elsewhere, your co-workers who have to bail you out while still doing their own jobs, and your boss who's literally paying you to cause problems she doesn't need.

If you make simple mistakes on a regular basis that cause extra work for everyone, you can expect to work in a hostile environment. I recommend accepting responsibility and doing what you need to do to get your act together. If you don't, your boss will do her job and fire you, and you will have only yourself to blame. If you're a lemming, that won't stop you from blaming everyone else anyway.

Push button. Receive bacon.

Marketable Skills: Flexibility

This isn't easy for Turtles, and it isn't easy for some humans. Most of the time, things go as expected. That's why we're surprised when they don't. No matter how carefully you plan your work day, something is going to come up to derail it. That's when flexibility is useful.

Sometimes, the network goes down, taking the computers with it. Sometimes, the freezer goes out, leaving you with a potential loss of income and product. Sometimes, you get a bitter, jagged-edged disappointment instead of the news you want. You have to deal with these issues with calm courtesy (and hopefully some humor, which I haven't covered) instead of allowing the potential avalanche of disaster to crush you.

I think of Randall from Monsters, Inc. twining his monster-snaky way around obstacles with spineless ease. Computers are down? OK. Computers haven't always existed, so grab a pen, paper and calculator and do what you can, even if it's get a phone number to call them when the network is back up. A broken freezer might lead to half-priced ice cream, a call to a repair service and a trip to get ice from the gas station. Bitter disappointment is harder, but for a Christian, all things work together for good for those who love the Lord (Rom 8:28), so God will use even disappointment in His grand plan. You don't know the future. Don't bemoan the present.

Flexibility is about remembering your goal, and finding another way to reach it, preferably without panicking. Don't Panic isn't just advice for Hitchhikers. Or maybe it is. Aren't we all hitchhikers in this crazy galaxy?

If by Rudyard Kipling

If you can keep your head when all about you 

Are losing theirs and blaming it on you, 

If you can trust yourself when all men doubt you, 

But make allowance for their doubting too; 

If you can wait and not be tired by waiting, 

Or being lied about, don't deal in lies, 

Or being hated, don't give way to hating, 

And yet don't look too good, nor talk too wise. 

If you can dream - and not make dreams your master; 

If you can think - and not make thoughts your aim; 

If you can meet with Triumph and Disaster

And treat those two impostors just the same; 

If you can bear to hear the truth you've spoken

Twisted by knaves to make a trap for fools, 

Or watch the things you gave your life to, broken, 

And stoop and build 'em up with worn-out tools; 

If you can make one heap of all your winnings

And risk it on one turn of pitch-and-toss, 

And lose, and start again at your beginnings

And never breathe a word about your loss; 

If you can force your heart and nerve and sinew

To serve your turn long after they are gone, 

And so hold on when there is nothing in you

Except the Will which says to them: 'Hold on!'

If you can talk with crowds and keep your virtue, 

Or walk with Kings - nor lose the common touch, 

If neither foes nor loving friends can hurt you, 

If all men count with you, but none too much; 

If you can fill the unforgiving minute

With sixty seconds' worth of distance run, 

Yours is the Earth and everything that's in it, 

And - which is more - you'll be a Man, my son! 

It's true of women, too, and it's probably something you should post at your workstation and memorize. I knew it once.

Push button. Receive bacon.

Marketable Skills: Mind Your Business

Yes, it seems odd after harping on how important it is to be aware of your surroundings and courteous of your co-workers that I would tell you to mind your business. However, I don't mean mind your beeswax. I mean put your mind on your own business and keep it there.

It is very easy for humans to compare themselves with other humans. What is she doing? What is he getting? Why do they get X and I don't? That's not fair!

TT: Along with The Goblin King, I have to ask I wonder what your basis for comparison is? For all the life I've lived so far, I've never known any of it to be fair. I'm living proof life isn't fair, because I'm blessed above and beyond the norm, and way more than I deserve.

Even Peter asked Jesus what about John? (John 21:22) Jesus told Pete flat out, "If I want him to remain alive until I return, what is that to you?" Meaning, mind your own business, Peter. I'm dealing with you, not John. I'll deal with John later, and it has nothing to do with you.

Talk about slap-down from the Savior.

As recently as yesterday, I would have said I have a pretty good handle on this skill. Between a very harsh lesson in my 12's, 6 years of therapy school about boundaries, and a natural tendency to not give a hoot and a half about other people's problems since I have plenty of my own, I'm good at minding my own business. In fact, when I start looking around for how co-workers may not be doing their jobs the way I would, I know I'm compensating for feeling out of control in my own life by trying to bring order to someone else's. Not helpful. Certainly not cool.

Today I had an extremely sharp reminder that I don't get my way all the time. I'm not in control of anything, really, except my attitude, and that's going to need at least one night of sleep to adjust. Things I thought were my business aren't, and things I didn't think were my business now are, and the whole world looks different than this morning, more of a yellow grey, with a bit of an acrid taste at the back of my nose. Time to reread Joseph's story.

Ah well. For what do we live but to make sport for our neighbors, and laugh at them in our turn?

Mind your business, and do your best at whatever job God puts in front of you. Your reward is in heaven, not here. Some days, that's all the hope we have.

Applaud the jellyfish.

Marketable Skills: Empathy

This one has been a little hard for me lately, which is no excuse. The skill exists regardless of my feelings. It is a thought exercise, not an emotional one.

Empathy is the ability to put yourself in another's place, even if you've never directly experienced what they're experiencing. Most people are completely incapable of doing this. This explains some of the incredibly stupid and hurtful things people say with good intentions at funerals. If you've experienced loss, you know it's better to keep your jaw clenched shut until you get home.

I've heard that people who read fiction have more empathy because they've experienced other lives through the written characters. Whatever. Good excuse to read fiction, as if you need one.

Your universe revolves around you. This is completely normal. However, at some point, you should realize that this is how every person experiences life. We are all little Suns thinking the entire universe rotates around us, when, in fact, we're lucky if we're one of those bits of shattered planet that circles Saturn or Jupiter.

When you understand you are not the Center of the Universe, you can start imagining what it would be like to be your customer. You work at Walmart (or don't. I mean, have you ever been asked where to find something in a store? It's because I have a "pleasant resting face," I know it is). Anyway, your customer needs X. You had a million things to do before the customer ever walked up. Congratulations! You now have a million and one. And you're going to treat Million and One like Number One because that's what you would want if your positions were reversed. If you needed X, would you want an employee who brushes you off and waves a vague direction with a mumbled reply, or one that leads you to the spot and hunts down the item? I will settle for clear directions and a specific pointed direction, but I'm more independent than most.

An old lady with a quavering voice calls in, and your heart sinks because she's going to take forever to help. Do you think she doesn't know that? Do you think she's not embarrassed by the quaver in her voice, or her slowness? She remembers when she was a fast, young whippersnapper like you, and she could leave you in her dust back then. She's someone's grandmother, for goodness' sake, not your personal hobgoblin! Show respect, treat her with the kindness and patience you would want extended to you (or your grandmother) in the same circumstances, and let God sort out the rest.

Empathy allows you to put your issues on hold, and help someone else in a calm, courteous way because that's how you would want to be helped. Empathy is essential in good communication, and it's quite useful in customer service.

Push button. Receive bacon.

Why I'm Writing Marketable Skills

Perhaps this should have been the first post, except sometimes I do things for a while without knowing why.

1) As I creep toward the management level, I see how rare most of these skills are. Typical employees only have one or two. Good employees maybe four or five, and good attitude is usually at the top.

2) I am frustrated by how rare these skills are (and that is most definitely feeding into the increasing snark of these posts). I haven't yet touched on a single skill that should not be practiced daily by an adult human in any aspect of his life. Yet, they aren't. Being courteous, considerate of others, and calm; having a good attitude, taking initiative and communicating your needs clearly: are these really that hard to do?

I work customer service. I trained as a therapist for 6 years before going into administrative fields (that's another post about don't indenture yourself to higher education for a career you may not pursue). Even before I started thinking management, I thought service. How can I serve the customer, my co-workers and my boss today? That's what adults think.

But we don't rear adults anymore. When 26 year-olds can be claimed as dependents by their parents for health insurance, when people with children come home and play video games instead of helping their children with homework (and who can when government education is now designed to make the parent obsolete?), when no one takes out the rotting trash because it's someone else's chore and you did yours already, we have a problem.

We are a nation of thoughtless brats doing our own thing, and screw anyone who gets in the way of our fun, and that goes twice for The Big Bad Boss. Newsflash, all you would-be socialists: the State doesn't give two biological waste deposits how you feel about your job. You'll get your "free" college, but you'll spend the rest of your educated life paying back the government in the job they give you while they take increasing percentages of your wages because they've run out of "rich people" to steal from. You don't want to be responsible for your own life? You won't be. You'll be told what to do, where to go, how much you'll make and how much you'll get to keep, and when you complain, it will be about how the Tea Party made all this happen (because providing scapegoats for the unhappy populace to blame is how socialists stay in power. Until the military outnumbers the disarmed civilians, that is).

That's why I'm frustrated. That's why I'm snarky. But it doesn't matter. Your brains barely understand human speech, let alone reading comprehension, so I'm ultimately writing as stress relief for myself, not as a way to convince you.

Applaud the jellyfish.

Marketable Skills: Communication

This is a skill that can be learned in school. In fact, you will almost never see it in the real world, so I recommend taking a few classes in case you're one of the vast majority of lemmings who has never written or spoken a coherent sentence. It will be years before you truly grasp what you're doing, but you can fake it until then.

Communication requires you to 1) know what you're trying to say, 2) organize your thoughts to maximize the impact of how you say it, and 3) know your audience to maximize their retention of what you have to say. Like when Peggy Hill wants to get Hank's attention, she mentions propane.

Rule 1: Communication is your responsibility. You are the one with something to say, and no one else, frankly, gives a rat's hind end about it. If you want to be heard, you must make your presentation clear and compelling.

Rule 2: Have a plan. Think before you speak or write. I seriously do not have the time to listen to you stammer and mutter around whatever point you have.*

Rule 3: Keep it brief. No one is going to wade through four dense paragraphs of anything to get the point at the last sentence. NO ONE. You don't do, so don't do it.

As a writer, this stuff is kind of basic for me, but it is a total freaking mystery to most of the world, who seem to believe all they have to do to communicate is open their mouths and let whatever unedited nonsense passing through their white matter at the time pour out. That may work for the significant other who just wants to get to the fun stuff, but it does not work on anyone else, so stop it.

Communication is hard work. People today are generally dumb as a bag of hammers and shallow as a rain puddle in Arizona. They aren't used to thinking at all, so you have to think for them in what you communicate. The proof is how easily lemmings believe anything they hear on TV. They're like that chick who knows they can't put anything on the Internet that isn't true. A news reporter can't possibly lie. He's a reporter.

Which leads to the caveat. There is great power in communicating well. People do tend to believe something written down, no matter how ridiculous, just because someone took the time to write it down without emoticons and punctuate it. If you are one of those communicative people, you can quickly rise to a position of authority over lemmings. Use your power wisely, because to those whom much is given, much is required (Luke 12:48), teachers will be judged more harshly (James 3:1), and causing little ones to stumble leads to serious consequences (Matt 18:6 and Mark 9:42).

Push button. Receive bacon.

*This attitude absolutely does not fly in the work world. You must practice patience in your dealings with the everyday, whether customers, co-workers or bosses. We'll cover that later.

Marketable Skills: Situational Awareness

Yesterday's post didn't cover it.

Yesterday, I lost 8 minutes of productivity diagnosing a problem with the printer that turned out to be lack of paper in the tray I needed. Have you noticed a theme in this posts? Refill the freaking paper tray, people!

However, I'm as much to blame because I didn't use situational awareness in diagnosing. I know we have a paper problem at work. Checking the paper level should have been my first thought instead of my last. Alas, I'm an optimist. I keep hoping someone else will start doing it, too.

Unrealistic expectations are the cancer of the interpersonal relationship.

Situational awareness has two parts:

1) Notice what's going on around you at the moment. In college, I learned the phrase be here now, and it applies everywhere. Pay attention to work when you're at work. Think about what you have to do and how you're going to get it done quickly and correctly. The second is more important than the first, but that's kind of like saying love is more important than hope.

This is hard for lemmings. They're usually thinking about the next iPhone fix. Smokers are usually thinking about the next smoke break. Anal retentives are thinking about how far away the bathroom is. I get it. I was addicted to Farmville for six years. I feel your pain.

Screw your pain. Focus on your work. Yes, it's hard. So is being an adult, and adults have to work to earn money to live. Until we all become socialists, anyway. Then we will work so others can live and we can die of starvation and curable diseases that no longer have available treatment resources. Welcome to Utopia, Sunshine.

2) Think ahead about your work issues. When you know a certain problem is common, like being out of paper, think about how that may affect your current project (or the project coming up you'll need special paper for) and make sure you have paper before you start. If what you do affects other people, plan your day to make their day easier. Save yourself time and frustration and come out looking like a rock star to your boss.

Ex: you stock produce. People can't buy produce if it isn't stocked. Plan your work so that when the store opens, customers can buy produce and checkers can check them out. No produce = no checking = unhappy customers and co-workers.* If you fail to plan ahead this way, your day will be spent putting out fires you set instead of calmly acting like an expert produce stocker who, yes, just happens to have those fresh kiwis you're looking for, sir. Here you go. Have a great day.

In a perfect work environment, everyone looks for ways to do their job better, everyone plans ahead and communicates their needs, and everyone is considerate of everyone else's time. That's being professional.

I have never worked in a perfect environment. I just do what I can to make it as perfect as I can, and hope to lead by example.

Addendum: don't hack off your co-workers unnecessarily. You share space with these folks at least 40 hours a week, and they have the power to make your life hell. It's like arranged polygamy. Whenever possible, plan your day to make theirs easier, and your day will be easier as a result. No one enjoys working with a Incompetent Cranky Puss, and even lemmings appreciate thoughtfulness. Well, some of them do.

Push button. Receive bacon.

Marketable Skills: Initiative

I've had to move a number of cats off my desk chair lately. I should probably open the laptop.

I considered a post about situational awareness, but initiative may cover it.

Once you enter the work environment, you will find yourself surrounded by mouth-breathers: people who stand and stare with their mouths open and wait to be told what to do, even when they're supposed to be the expert. Such people should be ashamed to breathe at all, but, sadly, they are the majority. I have on numerous occasions (not generally in writing) referred to them as sheep, lemmings, or Sunshine.

These folks are both the bane and the backbone of the workforce. Not being one of them should make your promotion a certainty, unless your immediate supervisor also happens to be a mouth-breather. In that case, you are working to impress her boss, and replace her. I recommend practicing competent kindness with co-workers during your ascension and a benevolent dictatorship to prevent a stampede.

The main problem with those lacking initiative is their failure to act when action is required. Whether it's simple inattentiveness, fear of fill-in-the-blank, or contemptible laziness, they will not step up and do what needs doing when it needs to be done. This can be as small as refilling the paper tray or as serious as allowing a customer's issue to escalate to the point of needing a manager. Most "manager-requiring" problems can be solved with the kind but firm application of store policy, unless store policy is "find the manager." In those cases, I recommend finding another job, preferably the manager's so you can change store policy. That's a stupid policy, unless your entire workforce are sheep and completely untrainable.

TT: I've found behavioral conditioning quite effective. Of course, you can put an iguana on a piano, but that doesn't mean it can play.

Initiative first requires you to pay attention to your surroundings. Look for things that need doing, and then do them, whether or not "it's your job." Sometimes it's not your job because no one thought they had to tell you to do something so simple.

At first, it will be small things like getting extra pens out of Supply or answering a call to help check at the front when you normally stock produce, but it will escalate to writing directions for tasks that should have directions, proposing the implementation of rules to save time and/or money/ the removal of rules that hinder productivity, or creating a job for yourself out of things that have always needed doing but no one saw before (yes, I've done that repeatedly. It's wonderful). You are on the ground floor, and your attentiveness here can bring you to the attention of those above you, for good or ill.

Caveat: the reward for doing a hard job well is to receive a harder job to do, usually with no more pay. This is why is it imperative to do all you do for the Lord. Lack of reward here means bigger returns in Heaven. That's not greedy; it's Biblical (Matt 6).

Push button. Receive bacon.

Marketable Skills: Courtesy

I'm not talking about the yes, sir and no, ma'am practiced at your custody hearings. I mean actual courtesy.

Please and thank you do top the list. How hard is it to add please, and say thank you? Olympic gold medal hard, if a visit to Walmart is any indicator. Start at home, and practice with your pets. Say please when you call them to dinner and thank you when they come inside after doing their business. The animals won't mind, and it will become habit for you. Using those words regularly and without sarcasm softens both your voice and manner. While you're at it, try to mean the words. People know genuine courtesy when they hear it.

Think of others. You're not the only person who uses paper, so make the time to refill it, or any other supply you notice may be lacking. No, you don't always have the time right then, but do it when you do. God will notice, even if no one else does. Hold the door for the person behind you, man or woman. Nothing in your silly life can't wait 2 minutes. Help the person at the grocery store reach the top shelf. That's why God made you tall.

Make requests, not demands. Rarely do you have the authority to order another human to do something, unless you're a drill sergeant. You can ask them to do something, and if you ask nicely, and it isn't a ridiculous request, they're likely to do it. You're the same way; you know you are. We all like to be asked, not ordered.

Open your mouth when you speak. Your words are important. Don't mutter them. Don't garble them. Enunciate. Mumbling is dragging your mouth the way shuffling is dragging your feet. Both are lazy and discourteous. Don't do it if you are physically capable of doing otherwise. Most of you lemmings are, if you'll put your phones down long enough to let a thought form.

Do unto others as you would have them do to you. That actually is in the Bible: Matt 7:12, unlike many of those pithy proverbs Grandma chirped at us like "God helps those who help themselves" (patently false) and "Cleanliness is next to Godliness" (you made that up). The Golden Rule is about courtesy. The world isn't here to serve you. Quite the reverse, Jesus would say, so be polite in your service.

Courtesy dovetails nicely with calm. Practicing genuine courtesy while remaining calm is a combo that will fast-track you to management.

Caveat: courtesy alone isn't worth much. The incompetent can please and thank me to death and fail to solve my problem, which leaves them in the dust as I seek satisfaction elsewhere. Competence has a higher XP, but without courtesy, competence leaves customers cold.

Applaud the jellyfish.

Marketable Skills: Calm

We live in a society of drama queens. No task is too small to bemoan, no slight too slight to take offense. When you work in the world of customer service, and let's face it, all work except politics is customer service, one of your best skills is remaining calm.

Customers show up with all manner of baggage. Their particular problem with your company at that moment is just the tip of the iceberg, and if you are not careful, you may collide with a lifetime of therapy-deserving issues with a single sentence. When this happens, remain calm.

1) Focus on the immediate problem. Ask questions, slowly and carefully, and listen to the answers. Bring all your knowledge of how your company works into the situation. How did this situation come about? This moment is not about assigning blame. Some customers will begin with it's all the company's fault; some begin with apologies for how they screwed up: neither is relevant. Your goal is to correctly identify the problem and solve it, not assign blame.

2) Slow down. Angry and anxious people speed up. Their voices rise in pitch and volume. The words pour out of them because they expect an argument, and they've geared up for the fight. You're not going to fight with them. You don't have to. You're going to calmly diagnose the problem and present them with their options. Sometimes this means letting them vent a bit, but even that works for you. Once a customer feels they have been heard, they start to calm down, too. Keep your voice level and slow. Not insultingly slow, but normal slow. If you keep your cool, the customer will join you in the Land of Calm.

3) Be genuine. When you begin practicing this skill, and you will practice it every day you live, it will feel false. You don't want to be calm when someone yells at you. You want to either yell back or slam the phone down and hide in the bathroom. You will not do either. You will breathe deeply, focus more on them than yourself, and solve the problem. You may get thanked, you may not, but you will keep your job and probably rise to manager rather quickly, because this skill is rare indeed among the Commonwealth.

One caveat. You also have baggage, and that will come into play with some customers. When your usual calm slips, it may be your own issues being triggered. Hopefully, you will be able to tag-team those cases without prejudice because of your stellar service record. However, if it happens with every phone call, I recommend real therapy and possibly a job change. You have issues.

Push button. Receive bacon.

Marketable Skills: Attitude

Imagine for a moment you're self-employed. Don't get too cocky. As the saying goes, the self-employed soon learn he works for a jackass.

However, to one extent or another, everyone is self-employed. You are your own manager. You decide how you spend your time at work. You choose to be industrious, cheerful and competent, or you choose to be slovenly, recalcitrant and vicious. If you were your boss, which employee would you choose to keep?

The Duke's Handmaid beautifully illustrates the idea of the willing slave. Is it slavery if you choose it? I'm not saying be a slave, but I am saying attitude goes a long way in making drudgery into delight. Choosing to be happy, to do your best, to treat each day as a gift from God is hard. Some days I don't feel like it at all. However, I try to keep a few things in mind.

One, God made us to work. Before the Fall and the Curse, God put Adam and Eve in the garden to tend it. That's work. Our bodies are designed to move. Our brains designed to think. Work allows us to do both. It is a privilege to be healthy and mobile. I know a lot of Friends who aren't. I don't consider work something to do until I retire. Work is what I do. It gives me a reason to get up in the morning, and wears me out so I can sleep at night. Work makes me strong, and smart. Work gives me opportunities to glorify God in other peoples' lives. Work is a gift.

Two, I chose this job. I don't live in Russia, or China. The government doesn't yet assign me a job (although all you socialists out there are trying to change that, bless your brain-damaged little selves). If I hate my job so much I'm miserable day in and day out, I need to pour my energies into finding another job. Good heavens, people, stop hanging around a place you hate. Is your life really so miserable you don't know what's like to not be miserable? *shakes head* I guarantee a change in self is the only way you'll really solve your problems, but try another job if you're not up to that challenge.

Three, I have a job. There are lots and lots of folks out there right this minute who don't. They don't know where their next paycheck is coming from, or when. I am grateful that is not one of my problems. I have plenty of others.

Check your attitude. Christians, especially, since we have so many Biblical directives on this point. Is your daily work gratifying to your Master? Do you strive to do everything for his glory and in his service? You don't have to be a pastor to serve God, and your witness in a "normal" setting can have a huge impact on the unsaved.

I serve God first, but He likes it when I do a good job for my human bosses and co-workers. Love your neighbor as yourself.

Finally, most bosses will keep a cheerful fool just because good attitudes can make all the difference in getting through a tough day. A cheerful and competent employee? That's gold.

Applaud the jellyfish.