ARE STORMS BREWING OVER WASHINGTON?

I recently returned from a Healthcare Reform Meeting in Washington – taking with me a plethora of thoughts and considerations. As part of the Aligning Forces For Quality initiative we discussed changing the way treatment is paid for, how insurance can be designed to cover all individuals equally, and what can be done to make treatment information (with outcomes) readily available to consumers. (It is interesting how change can create jobs, advance careers and provide a vacuum in which so many people choose to live.)

I talked to an individual charged with researching “how things are” so that papers can be created saying “how things should be” in an attempt to educate legislators about how to vote – yet the individual vehemently denied having any role in the policy-making process (her organization has increased from 6 employees to 136 in the past two years).

I heard a “reformed doctor” who has “seen the light” after being treated for a serious illness. Much like an individual who has quit smoking, the doctor has seen the “error in his previous ways” and is now advocating that patients serve a critical role in their own treatment.

It seems like most conventional wisdom is leaning towards changing the way medical care is paid for (by bundling payment under a single bill that encompasses all treatment, follow-up and potential complications). A heavy emphasis is being placed on “common” medical record systems that communicate to each other (though everyone currently having electronic systems wants their current system to communicate in a secure way with everyone else’s system) so that a patient can receive “portable” care. Further, more collaboration is being sought – eliminating some of the competitive mindset that healthcare providers now possess by focusing on regional solutions.

Most at the conference have concluded that a “single payer system” is inevitable – but there was very little common ground as to who would administer such a system, what it would cover and whether or not it would be a “base program” to which people could add should they have the means OR an all-encompassing system that would not create “levels” of healthcare. There were many questions with very few answers – but progress is being made towards discussing some of the best practices that are beginning to emerge.

I met with and experienced good people trying their best to wrestle with a problem out of control – but my return to “West Michigan reality” allowed me to reflect upon some thoughts about government, freedom and how things do (and often do not) get done. While I recognize and acknowledge that I am able to seek and publish quotes that define some of the feelings I experienced in Washington ONLY because our country allows us the freedom to express our thoughts and opinions more freely than any other, my visit was measured with a mix of both cynicism and optimism.

I found several quotes that serve to define feelings about Washington that linger from my most recent visit...please pause to consider them!

• You do not examine legislation in the light of the benefits it will convey if properly administered, but in the light of the wrongs it would do and the harms it would cause if improperly administered. (Lyndon B. Johnson)

• The history of liberty is a history of the limitation of government power, not the increase of it. (Woodrow Wilson)

• Nothing is more dangerous than an idea when it's the only one you have. (Emile Chartier)

• When I was a boy, I was told that anybody could become President. Now I'm beginning to believe it. (Clarence Darrow)

• Politicians are the same all over. They promise to build a bridge even when there is no river. (Nikita Krushchev)

• A government big enough to give you everything you want is a government big enough to take from you everything you have. (Gerald Ford)

• A Committee - The unwilling, selected from the unfit, to do the unnecessary. (Margaret Thatcher)

AND, a last but hopefully not least consideration…

• Due to recent cutbacks, the light at the end of the tunnel has been turned off until further notice.

THE ART OF LISTENING

In order to accomplish great things we must listen and learn so we can build our knowledge and experience base to initiate responsible actions. Good listening, however, involves more than waiting patiently to hear your owner's voice (as this now famous RCA dog once did) - it involves asking open-ended questions (as opposed to giving close-ended solutions), encouraging others to expand on a partially developed thought (rather than adding to it yourself), and drawing reserved individuals into the conversation (rather than accepting their silence as support). The only bad question is the question not asked – but we are often too busy listening to ourselves to hear what others have to say. We often “covertly omit” the wisdom of others more than we “overtly deny” it because we cannot act upon that which we do not hear.

It takes courage to listen. We imply a lack of knowledge when seeking input from others. We must accept that gathering information in order to make a decision is not a sign of weakness or of failure. A major failure often made is deciding on a course of action before accumulating all data and considering all opinions on the matter. We should not "question" only to seek validation of our own great ideas - to listen effectively we must wait for input from our inquiries before deciding where we want to go and how we intend to get there. If we act without listening it is better to have never asked - people will not continue to contribute when they see no personal value or gain in their contributions.

Listening involves more than simply hearing. It requires one to communicate openly and honestly, responding not only to what is being said but also inquiring into what was not fully revealed. It requires us to “hear” what is being physically communicated beyond what is being verbally stated. In life, actions speak louder than words. People say, “I care…I’m interested…I’m listening…” yet continue writing or talking on the phone without making eye contact should someone enter their office. We may actually ask the right questions but wait quietly for the answer with our arms crossed, our foot tapping, and a vacant look in our eyes. Our words seek input while our body language screams, “I don’t hear you, nor do I care!” Pay attention to the “tone” of body language when listening – we can often “hear” more with our eyes than we do with our ears.

When we ask, listen, analyze and then act, we are harnessing the collective power of those tasked to make things happen. Talk can be cheap – results, however, are priceless!

ANTICIPATE AND PLAN TO ACHIEVE SUCCESS

One must closely monitor progress and constantly identify obstacles that could hinder the accomplishment of goals if he or she wishes to succeed. Consider carefully changes to established plans or your current situation before acting, but remember that the worst possible alternative many take is unintentional inaction.

The game of chess requires many of the same thought processes as life – well planned, intentional actions (rather than "knee jerk" responses to temporary conditions) that limit potential repercussions. I remember playing chess with my dad years ago when he asked how I could respond so quickly after he had agonized over a move for nearly ten minutes. I told him he was good enough to know the few moves he could logically make that made sense – and since he reacted in a predictable and rational manner I was immediately ready with another move.

We need to plan our lives in much the same way. An individual will never reach his or her full potential should too much focus be placed upon the path taken rather than the prize at its conclusion. To taste significant success one must start with an expectation of significant accomplishment.

A rather shortsighted fellow once told me, “If you never dream, you will never fail. If you set your bar low, you will never be disappointed.” I would challenge that without an endpoint you will never know when you have arrived. While you may never be lost when you do not know where you are going, you will never know when you have found what you seek without identifying your destination in advance. Life without purpose can be eventful but is rarely satisfying. It may be full of new beginnings but is strangely at a loss for successful “ends.”

COMPETENT COMPLIANCE TO STRATEGIC PARTNERSHIP: HR CAN MAKE A DIFFERENCE – CAN YOU?

Human Resources MAY once have been a field where individuals having a true love for people could serve their organizations well by acting as an advocate for employees and a conduit in expressing Management’s expectations. Having been “seasoned” by nearly 30 years of experience, I would suggest a “people person” stay as far from this critically strategic role as possible! The role of HR Professional has become much more than making and keeping people happy (if ever it truly were that simple!). A strategic HR Professional makes decisions requiring logical consistency and a reasonable sense of right and wrong – made to minimize risk as an organization moves towards the accomplishment of its goals and objectives rather than out of a concern for acceptance.

Today’s HR Professional must become an integral part of his or her organization.

• We should not limit our impact to finding and hiring people to fill available openings – it must be expanded to identifying and cultivating a talent pool that will be ready when needed (which assumes an intimate knowledge of operations and company direction to know who will be needed and when they will be required).
• We should not simply track turnover – we should analyze trends, anticipate turnover and act to avoid it before it becomes a factor.
• We should not become the “police” in regards to issuing discipline for rules infractions or safety violations – we must be the developer of practical policies that can be “owned” and enforced by managers recognizing their value in maintaining sound operations.
• People simply WANTING to make a difference often avoid “correcting the boss or Owner” for fear of reprisal. Professionals truly MAKING a difference will not compromise their integrity or values by treating individuals differently – regardless of the position held within the Organization.

Though HR is intended to be the lifeline between employee and employer – the advocate that insures employees are treated with respect – an HR Professional must also advance and defend those things that are best for the business REGARDLESS of how fair (or unfair) they may seem to employees. The Human Resource profession, having emerged from the shadows of “personnel management,” serves as a vital watchdog for business AS WELL AS an essential advocate for employees. People accepting this critical role must be consistent in their actions (and unafraid to act) as they anticipate obstacles that might detour success while minimizing risk by insuring compliance with a plethora of employment-related legislation and ever-increasing regulatory activities. HR is not for the weak of heart – or for the “lover of people” anymore (if it ever were).

We all share space within the HR Universe – yet assume vastly different roles. Are you more of a “doer” (focused upon the road you must travel) or a “dreamer” (focused more on where you are going than how you will get there)? How has your world changed during the past several years? Have you embraced the opportunities change has presented or fought to minimize the disruptions? Your honest answers define the role you will play as your organization moves into the future!

LIVING IN A GLASS HOUSE

It is hard to convince others NOT to do something when they see you do similar things yourself. How can you expect your employees to adhere to an “eight to five” schedule if your own day frequently begins at eight fifteen or ends at four thirty? Forget that you might have been doing company business the previous night, that you were at a meeting before work, that lunch was more of a thought than a action, or that breaks are not part of your daily routine - people SEE you coming in late or leaving early and follow the example they observe. Parents tell their children to obey the rules (as they break the speed limit driving them somewhere), to respect their teachers (as they complain the “boss does not know anything”), and to enjoy life (when they are “too busy doing their own thing” to play catch in the yard).

We all tend to live in glass houses having no shades. It might be wise to concentrate on what we should be doing rather than focusing on what others should not be doing since others can clearly see our thoughts expressed through unfiltered actions. When our actions speak louder than our words – when they begin to reinforce the things we intentionally set out to do – others will follow our example rather than our edict. They will seek our approval rather than seeking to escape our criticism. They will absorb our praise and grow towards the light rather than seeking shelter from reality in the shadows fearing their failures will be displayed in the openness of a glass house.

Our thoughts, actions and attitudes are constantly on public display for the world to see. Do you spend more time trying to put up shades to hide what you do OR do you keep your windows open so others can see your sincerity and follow your lead? The more light we let into our lives, the more we can shed on those around us. Be a shining example in a shadow world by practicing what you preach - fully embracing the results of our actions.

INTEGRITY ALWAYS FILTERS THROUGH THE SHADOWS

During today’s competitive market, choosing right over wrong, ethics over convenience, and truth over popularity are difficult measures of life. Business leaders must continually use consistency, fairness and equity as the litmus test for decisions they make in regards to product offerings, finances and employment-related issues. Employees (or those seeking work) must identify and present truth over fiction, reality over desires and an honest appraisal of what they can do over what they feel they could be capable of doing when seeking advancement or fulfillment. Far too many of the ethical shortcomings in today’s world have their roots in a lack of open and honest communication – people or business seeing what they can get away with rather than doing what they know is right – as they seek the fulfillment of self-serving values.

We often find ourselves in a difficult position after communicating a partial truth, remaining silent on an important aspect or condition, or failing to tell the “why” when issuing instruction or correction. I once spent nearly half an hour explaining to a supervisor what HE should say when disciplining two employees for a serious rules infraction (so he could take ownership of the corrective action). I was surprised and disappointed when he brought both employees into his office then pointed accusingly at me before proclaiming that “I don’t want to do this but Dave says I have to…” The issue was resolved, the supervisor lost all credibility, and we created an opportunity to train a new supervisor to replace the one demoted shortly thereafter. Unfortunately, many situations in life do not allow “demotions” once a misstep has been made. Honesty and integrity must be the benchmark of all communication – fairness and equity the litmus – for an individual to earn and maintain respect.

Several years ago, business leaders made a number of questionable decisions resulting in their VERY public convictions – and onerous laws to prevent the recurrence of their actions were created. Today, many professional athletes are paying the price that making “popular” decisions have wrought but seem to be given a “return to society free pass” once they have fulfilled their punishment. Coaches seem to fall into the same realm of invincibility believing that nothing could happen to them (but seem to avoid scandal by taking the “apology path” perfected by our elected officials when caught in a questionable situation).

Perhaps a return to accountability and total disclosure in all the actions we take – and an application of that same attitude by the officials we elect - would be a good step to take as we return to “business as usual” this fall. When we choose to travel the path of integrity – without looking back – there is never a wrong time to do the right thing!