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Admit it. There’s been a time or two when you’re out in public and innocently overhear someone spreading the latest Hollywood gossip, sharing their opinion about the news of the day, or talking extra-loud into their cell phone because they’re on a call with someone four states away. You try to avoid listening because it’s impolite to eavesdrop, but you just can’t stop!
Chalk all of this up to human nature. We want to share our opinions and we also want to know what others think. What we sometimes may forget when we’re on the delivering end of our opinions is that every minute of every day, we are representing our company (or organization, or school system). Furthermore, what we say, where we say it and to whom it is said can have a significant impact on our company’s reputation…good or bad.
Depending upon the topic I'm asked to cover, I often incorporate into my presentation a story about the time I was in a restaurant and overheard a person seated behind me say something to the effect of, “I seriously thought about quitting my job today. The kids in my fifth period science class have been out of control all week and today just about put me over the edge.” Her dinner companion asked, “What school are you at again?” Working in education at the time, I immediately thought to myself, “Please don’t name one of our schools!”
Thankfully it wasn’t someone from my district, but take a moment to consider what was gleaned from overhearing this exchange. As the conversation continued, I knew that the person was a science teacher at a nearby high school. I knew that she was having a terrible week, mainly because her class had been acting up. I knew that she wasn’t feeling too good about being a teacher and wondered if the school had a significant population of kids who acted like that, whatever “that” was. Then my mind drifted...was the issue student behavior, or might her classroom management style be contributing to her struggles? I also happen to know the wife of the building principal, so the “small world” concept comes into play. I easily could have called my friend and told her what I had overheard from one of her husband’s staff members, but I didn’t.
Based on this information I overheard, I found myself forming an opinion of what it must be like at this particular school, an assessment of this particular teacher’s classroom management skills, questions about her future success as an educator, and even some thoughts about the leadership skills of my friend's husband. All that came from a few innocent comments that were likely intended to elicit a little sympathy and understanding from a friend. Chances are strong that my opinions were entirely wrong, but there they were, comfortably nestled in the corner of my mind.
Now, I’m not advocating a moratorium on sharing the issues or difficulties we face in our respective jobs. At times we have to share and vent to our friends, family and colleagues in order to preserve our well being. I do it, too, and in public. However, my experience that day at the restaurant reinforced just how easily the perception of others can be shaped – rightly or wrongly – by what we say, how we say it, and to whom it is said. As the saying goes, “Perception is reality.”
Just as words can influence the perceptions of others, our actions can have the same effect. Very early in my career, I unintentionally gave my boss an opportunity to pull out one of the favorite axioms of school district leaders everywhere: “Kids like surprises, Superintendents don’t.” While the situation that prompted this gentle reminder was a positive one, I learned a valuable lesson: Always keep your direct supervisor apprised of your intended plans and actions, particularly if they have the potential to influence the perceptions of others, and even if you believe the outcome will be positive. If you create a work environment for your employees where they're comfortable keeping you in the loop about daily happenings, you're a step ahead of the game.
This same “Kids like surprises, Superintendents don’t” axiom played in the back of my mind years later when I witnessed a veteran principal seated in the audience among his PTA members at a Board of Education meeting. I could tell from the expressions around the Board table that no one had a clue regarding what was about to transpire.
This particular school’s PTA came to the meeting because it opposed a decision that the Board was making that evening. The principal had been put in a precarious position by some of his school’s most supportive parents. Unfortunately, the principal never shared with his supervisor that several PTA members were planning to speak against the upcoming Board decision, nor had he shared that he was asked by them to be at the meeting.
At a rather “spirited” moment during public comment, the PTA member speaking at the podium turned to the audience and asked the principal to share his opinion on the matter being decided that evening. I'll never forget the look on his face. It was a shining example of being put between a rock and a hard place, and a situation that likely could have been avoided had he kept his supervisor in the loop. You may be able to figure out how the principal responded to the situation when I share that he “volunteered” to retire at the end of the school year.
Like it or not, our company's image and reputation is being shaped 24/7/365. This is important for each of us to remember, particularly when it is easier than ever to publicly share our opinions about the controversy du jour, rant about a poor customer experience, or complain about the quality of a product. If you would like to speak with someone about ways to strengthen your company’s image or providing training for your employees, get in touch with us. We’d be happy to meet to learn more about your needs and develop a proposed solution for your consideration.