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Real Life

Who are you?

By Brands, Ethics, Real Life, Uncategorized No Comments

How do you behave when you don’t think anyone is watching?

That’s who you really are. You can dress up, behave well in a press conference, say what you think people want to hear when the boss (or the customer) asks, but how you behave in the moments when you believe no one is watching is what defines you.

In case you’ve missed the scandalous video of the week, Ray Rice (of US Football, NFL / Baltimore Ravens fame) basically knocked out his then-fiancee in an elevator as they were leaving a casino. They apparently were having a “spat” prior to this moment, and body language tells me it is plausible that she wasn’t saying loving things to him just prior to this action. In this moment on silent film, he was the one with the left hook. He hit her, her head hit the wall, and she hit the floor. And lay there, motionless, as the elevator doors opened. It’s difficult to watch.

I gasped when I saw it for the first time. I suspect many did.

But he didn’t appear to gasp. He seemed unfazed by what he had just done. His actions didn’t shock him into awareness, he didn’t bend down over her, apologizing, and scooping her up affectionately, cooing, “I didn’t mean it, sweetie…”
(To be fair, none of those reactions would have made the initial blow remotely acceptable … but they would surely have said something about his character. Anyone can “lose it” in a given moment, but his lack of reaction after that moment indicates a disturbing underlying callousness, raising suspicion of a pattern of behavior.)

Rather, he crudely shoved her lifeless body out of the elevator, stopping to pick up her shoe in what could be interpreted as a bit of disgust before stepping ahead and dragging her out. (That “outside the elevator” video is what originally went public.) But at least one – and likely both – of them knew what had really happened inside the elevator. Their “united front” press conference (post video #1) could have gone differently (and, I suspect, preserved his career and family): “we realize now that our once-loving relationship has developed into an abusive one, and we know that isn’t acceptable. We are using this moment to hold up domestic violence as an important issue in our society, and to say that we want to be better. We are going to hold ourselves to a higher standard, and we are actively seeking help to become better people and better partners to each other. We ask that you give us time and privacy to do that.”

But they (he) didn’t do any of that. (To be fair, she is the victim here, he is the celebrity, and I don’t know that she would have had much influence over his actions at that moment). Ray Rice lied by omission to the public, upon whom his family’s livelihood relies. And when they thought no one was watching, his employer (the NFL) tried to sweep this issue under the carpet, to hope that it wouldn’t detract from the pomp and circumstance (and massive revenues) of opening week. They surely hoped that it would go away, and that they wouldn’t have to address the fact that in some years, up to 20%* of their players on the field have been arrested or indicted of crimes ranging from fraud to domestic violence to homicide. But the carpet sweeping didn’t work. The release of the second video from inside the elevator showed us the ugly truth that the Rices (and surely others) already knew. And now, the hammer of public opinion has come down on the Rices and the NFL, as it should.

I don’t claim to understand the Rice’s relationship (relationships are complicated).
I don’t claim to understand the massively complicated issues attached to running a business like the NFL.
But I do understand what it means to do the right thing, especially when someone is watching. And the fact that everyone thought “none of us were watching” as this situation unfolded is as much an indictment on us as a society as anything. Hopefully the silver lining on this (if there is any good that can come from being hit in the face by your soon-to-be-husband) is that this public scrutiny provides the Rices with the opportunity to get help, and provides our society with an opportunity for an important conversation about domestic violence. Janay and Ray Rice could be any of us (abusive relationships can go both ways), and I fear for them. Humans are all animals, at our most dangerous when placed in corners and starved of resources. Ray Rice can still turn this around – for himself, for her, for their family. The NFL can use this opportunity to do great good, starting with cleaning their own house. But the clock is ticking, and it will take all the players here admitting who they really are.

How do you behave when no one is watching?
Do you do the right thing even when it’s the hard thing?
Who is your business when no one is “mystery shopping”?
What do you want cameras to catch you and your team doing?
Start doing it. Keep doing it. Even when it’s hard. Even when it costs you.
When it’s all gone wrong, step up to make it right.
Be a better person. Be a better company.
Someone is always watching.

 

*statistic from Pros and Cons: The Criminals Who Play in the NFL by Jeff Benedict/Don Yaeger

photo credit: Pippalou from Morguefile

Ode to the Internet Machine

By Meetings Management, Real Life, Stuff We Adore One Comment

Quite literally, it’s all out there.
And it’s accessible.
Resources to make your point. Inspiration to push through.
Research to make things less scary. Support and empathy. Shared milestone moments.
A much-needed laugh, a moment with a far-away friend, a way to learn a new skill.
You can give someone a boost, help them along, make a stranger’s life easier.
Someone has the answers you seek, and you have someone else’s.

It’s not about the number of followers or clicks, it’s about the quality of connections.

Yes, the noise is getting louder and finding your way through the chaos isn’t easy.
Yes, the internet is full of trolls and cat videos. But it’s also full of awesome:

Show up and participate.

I was honored to be able to bring Sean in to work with one of our Executive Academy for Growth & Leadership (EAGL) events… through the magic of the internet. Which sounds a little hokey, but true. At MonkeyBar Management, we are proud of the diverse networks of connections that we nurture to support our client’s needs. How can we be helpful to you?

 

 

 

 

 

 

 

 

 

 

 

header photo credit: FantasyDesigns1 via MorgueFile

Behind the Mask: A Wolf in Sheep’s Clothing

By Ethics, Real Life 3 Comments

Halloween is the one day a year where we can pretend to be just about anything:  fierce pirates, benevolent princesses, clever ninjas.

This is a scary story about a person who wears a mask the other 364 days a year: the ‘person next door’ masquerading as a caring, trustworthy, professional who is all the while taking pleasure in manipulating and taking advantage of you.

This is the true tale of the wolf in sheep’s clothing:  I was the Little Red Riding Hood who had a much-too-close encounter with a seemingly-professional, charming, smooth-talking, deceitful, remorseless sociopath.

We imagine sociopaths to be, well, mass murderers. It’s easy to think, “I’d never be taken in by someone like that.”  But in fact, sociopathy is simply defined as the absence of a conscience – a condition that does not necessarily present itself violently. And you’d be shocked at how you can be taken in.

Sociopathy is a “noncorrectable disfigurement of character thought to be present in about 4% of the population.”1

(That’s one in twenty five people!  The odds are that you probably know one, too.)

This is a cautionary tale, one that may save someone else’s business. Because the wolf who pulled the wool over my eyes is still out there, knitting caps for others.  I was fortunate that I saw clearly enough to end the business relationship when I did, minimizing the financial and emotional damage to other clients and colleagues. I’m not a psychologist (nor do I play one on the internet!), but I have done a lot of research into this topic as a part of my quest to understand what happened. How was I taken in?  How did her mask fool me?  How can I spot the next wolf on the path?

Someone who seems to have an almost seductive charisma:  “One of the more frequently observed traits is a glib and superficial charm that allows the true sociopath to seduce other people, figuratively or literally – a kind of glow or charisma that, initially can make the sociopath seem more charming or interesting than most of the normal people around him.”1  Sociopaths often brag about their ability to influence or control others.

Someone who thinks he is particularly talented or special, superior to others:  “Sometimes this ‘sociopathic charisma’ is accompanied by a grandiose sense of self-worth that may be compelling at first, but upon closer inspection may seem odd or perhaps laughable (e.g., “someday the world will realize how special I am.”)”1  In fact, buoyed by this unfounded sense of superiority and obsession with fame/becoming famous, the sociopath may not even have the skills that he professes to have (particularly disturbing in a business environment).

Someone who has a series of continually failed relationships, based on lies:  “As a group they (sociopaths) are known for their pathological lying and conning and their (serial) parasitic relationships with “friends.”  They are noted especially for their shallowness of emotion, the hollow and transient nature of any affectionate feelings that they may claim to have, and a certain breathtaking callousness.”1   Sociopaths treat friends and business relationships as entirely disposable. People who are no longer useful to them (or who have ‘seen through’ the mask) are discarded.

With one in twenty-five people exhibiting sociopathic characteristics, the chances are good that your next client, team, business deal might come with a built in sociopath. Here are some steps you can take to protect yourself:

1. Check the facts. 

Remember that “deceit is the linchpin of conscienceless behavior.”1

With the myriad tools available today, I’m shocked at how many people blatantly falsify their resumes, claim education they didn’t complete, or “name drop” to get through the door, presuming their charisma will carry them through to the paycheck. I’m embarrassed that she used my name and work to open doors for herself as she was wooing potential clients.  Are you considering hiring someone?  Are you putting your reputation on the line to collaborate on a project?  Have candid conversations with people who have actually worked intimately with this person in the past … digging if you need to in order find the right people to ask, not just references provided.  Those glowing testimonials you are presented with: are they from people who have actually paid this person for a product or service, or just fuzzy and false marketing from distant acquaintances?  The woman I worked with made grandiose claims about her successes and abilities – the truth of which would have been easily uncovered with just a little digging. When hiring or collaborating with someone, it’s not impolite to ask specific questions of what someone’s work entailed:  ordering in dinner for delivery does not constitute “brand experience with Domino’s Pizza.”  If project specifics are sketchy, heavy in buzzwords, or lacking in team members to vouch for them…  it’s time to dig a little deeper, or just walk away. A charming sociopath presumes their charisma can override almost anything:  trust your gut, but check the facts.

2. Beware flattery, missing links, and “new best friends.”

When you meet someone new who wants to spend tons of time with you, tells you how great you are at things, wants to leverage your energies immediately (for their own benefit) … ask yourself, where did the LAST ‘bestie’ friend, business partner, assistant, boyfriend, or collaborator go? Sociopaths gather people around them like possessions who are then discarded when they are no longer useful.  Be a bit leery of someone who has a trail of failed business partnerships/marriages behind them. Sociopaths are also fundamentally narcissistic, and blatant stroking of others’ egos  is an easy way to get their own fed in return. There is a difference between a genuine compliment and flattery – “flattery is extreme and appeals to our egos in unrealistic ways. It is the material of counterfeit charm and nearly always involves intent to manipulate.”1 Manipulation is a hallmark of sociopathy. The woman I worked with bragged about her ability to “get people to do what she wanted them to do.” She was quite literally either seducing or bullying people into working with her and for her.  But not for very long. Keep an eye on someone’s relationship history and effusive flattery: it’s a waving red flag begging for you to look a little closer.

3. See the danger of “Look at me!”

While it’s true that social media has enabled everyone’s latent narcissistic tendencies (“Look at my 246th selfie! #Adorbz”), Narcissistic Personality Disorder is scarier than that. It is characterized by “arrogant behavior, a lack of empathy for other people, and a need for admiration – all of which must be consistently evident at work and in relationships.”  (Psychology Today)

These people go to painstaking efforts to create a life that “looks perfect” – the right car, the right clothes, the right friends/club/vacations:  all the right accessories (so you can admire and shower them with compliments, of course).  But the moment that the conversation isn’t about how wonderful they are (or how inferior YOU are), they become disinterested or disconnected, with an unsettling look of glassy ‘deadness’ deep in their eyes.  There is a distinct line between confidence / self-esteem and true narcissism. Once you realize the difference, it’s easier to spot (Mayo Clinic).

4. Know that the truth will set you free.

Over time, I realized that this person was (at best) misleading people and (at worst) blatantly stealing from her clients and her business partner:  being paid but not delivering the work, passing others’ work off as her own, delivering advice she was entirely unqualified to deliver (resulting in potentially disastrous consequences for the recipients.)

But oh, she looked the part: polished, photogenic, bold — her fraud was not easy to detect. Really, no one wanted to detect it … it was easier to believe the veneer. Right up until it was too obvious to ignore. Patterns emerged.  Half-truths were detected. And when she was calmly and professionally confronted with these truths, she didn’t deny them. She just closed up shop, cut ties with those who had confronted her, and moved on to the next ‘mark.’

 “Other people deserve to be warned more than sociopaths deserve to have you keep their secrets.”1

She said once (likely trying to curry favor or pity), “people will find out I’m a fraud.” And in that moment, I did feel sorry for her. But I was just relieved to be out of the relationship, and so I kept quiet about what I knew.

I debated for a long time about writing this post.  As embarrassing as it is to admit that I was a victim, as uncomfortable as it can be to confront someone about their lies, I write this so you aren’t the next mark. Intimidating people into silence is the weapon of a bully.

Anne Lamott says it best!

Anne Lamott says it best!

The bully can’t win.

We all work too hard to be taken advantage of by the wolf.

And funny, once I started being honest with people about my experience, others were quick to say, “you know, I always thought something wasn’t quite right there.” But my silence had enabled her to prey on others.  We must have the courage to speak up: the truth will set us free.

Honesty can be hard. While I have chosen not publish her name here, she knows who she is, and she knows that I am prepared to be candid about my experiences with her when asked. I now realize that she is plagued by a ‘noncorrectable disfigurement of character,’1  a disability that she cannot change, and one that I pity: it must be crushingly lonely to have no empathy. But I won’t knowingly participate in her seduction of her next “mark.” Wolves are fascinating creatures when you accept them for what they are and control your exposure to them so they don’t injure you.

The point isn’t her identity specifically … the point is that 4% of the population are sociopaths.  Armed with a little knowledge, you can avoid being manipulated for someone else’s personal gain.  Throughout this post, I have quoted liberally (1) from “The Sociopath Next Door” by Martha Stout, Ph.D – a book I strongly recommend as a resource if this is a topic that interests you.   (That’s not an affiliate link, I don’t have any vested interest here.)

But I’ll end this scary tale with the good news:  as Dr. Stout reminds us, this means that 96% of the population are not sociopaths.

Tomorrow, when 96% of us take off our masks, keep an eye out for the deceptive wolf who is still wearing sheep’s clothing, the sociopath who can pull the wool over the eyes of even the most vigilant among us. And then choose another path through the woods.

photocredit:  ‘Gimrie’ via Morguefile

Everything Speaks

By Associations, Brands, Managing Change, Real Life, Retail, Stuff We Adore No Comments

How much would I have to spend at Macy’s in order to get a bag as nice as I just got to carry two $8  burritos home from Chipotle?

My husband asked last night (over the aforementioned takeout dinner.)

“$400? $500? I’m serious. I don’t think they even have an option anymore other than those cheap plastic bags whose handles rip before you get to the car.”

A whole brand experience, summarized in our snarky comments about a flimsy (and it IS flimsy) printed piece of plastic.

Not entirely fair, no. But accurate. And consumer perception is reality.

Macy’s has (apparently) invested an incredible amount of corporate resource to curate their “fashion brands” … (Tommy Hilfiger, Ralph Lauren, Martha Stewart, Trump, etc.) and yet every customer who walks out of the store with these “investment pieces” carries them in something (far) less durable than a kitchen trash bag? (A bag which is likely bundled up and carried through the last 1/4 mile of parking lot in a clenched fist like a cheap version of Santa’s sack when the handles pull through?) We’re not talking about the new brands they launched this season over dinner, we’re discussing the memorably-shoddy quality of the container used to carry out the merchandise.  (We’re dorks who spend a fair amount of time laughing over their painfully long 6-point-font sale exclusions policy language as well, but I digress.)

EVERYTHING about your brand sends a message to the customer.

(I offer for contrast the reuseable fabric bags I just lovingly folded up and carried home in my suitcase from  Lululemon and Hot Mama, both laden with inspirational messaging designed to resonate with their largely-female consumers, a consumer I presume they share with Macy’s.)

You know, it wasn’t always this way. I remember handled paper Macy’s bags from Christmases past, perhaps even with some sort of holiday messaging or – gasp – grommets and rope handles?  (It’s just dawning on me that I might have a bag fetish.) I must presume that somewhere along the line a cost-cutting decision was made at Macy’s. Has anyone looked at that decision recently with fresh eyes, asking “what does this say about us?”  and “is this consistent with the brand experience our customers expect?”

Brands are living organisms that exist in a complex and constantly changing ecosystem. I bet no one sitting in a ‘brand identity’ meeting at Macy’s today has any idea they are being compared with Chipotle, and yet they are. No brand experience lives in a vacuum. Your consumers compare the experience at your store (the products, the sullen cashier, the restrooms, the lighting, the music, and yes – THE BAGS)  to every other restaurant, hotel, store, that we’ve been in recently:  whether you see them as “your competition” or not.

When your fancy department store offers a less inspiring ending experience than a fast food transaction,

When your independent retail staff cultivates less project assistance or visual inspiration than a “big box” store,

When it is (far) less frustrating for a customer to order something online from you than to muddle her way through your in-store experience,

(And, lest you think I’ve forgotten the nonprofit organizations,) When your pricey annual association membership offers a less educational interaction or a less connected network than participating in a virtual group through Facebook, Linked In, or a magazine,

…  you’ve got some soul searching to do.

Everything speaks.  Are you listening?

 

HotMama

ChipotleLululemonphoto credit:  my bags, taken with my Android.  Apologies to Macy’s that their bag isn’t shown – it wasn’t worth keeping after the last trip. 

Harness those Butterflies

By Inspirations, Managing Change, Real Life 4 Comments

I had a full blown case of red, itchy hives my first day of High School. Twenty-five (plus!) years later, the memory of that moment lingers long and sneaks up on me every now and again. It taught me a lot about how to suck it up and get through a tough situation, and that only rarely is anything as bad as we think it will be.  We are often our own worst enemies when facing change or uncertainty.

I watched pruriently as the parade of young neighbor families did the end-of-summer shuffle down the street to the bus stops this morning: proud parents with leashed dogs accompanied their little ones back into their school year routines, pausing to ply an iPhone-captured “SMILE!” out of a backpacked child in new shoes.

Some kids surely were eager to return to learning and their friends, others were likely anxious about going off to new schools where they don’t know anyone.  I reflected on the helicopter parents whose nerves (“Will they have fun? Will the other kids be nice to them? Will there be a meltdown?”) are likely just as frayed as the kids’. Change is hard. Finding your way in something new or different is never as much fun as the carefree slip-n-slide and popsicle-filled days of summer.

It’s a great metaphor for life, the back-to-school ritual. Whether you’re excited or petrified, whether it’s sunny or rainy, whether you have shiny new shoes or a scratchy uniform, whether you were in hysterical tears or sleepless from excited energy the night before, you must plow forward. Life lives in one direction. The day comes on the calendar and you walk into the new year and everything it holds. You say a little prayer that all that has come before has prepared you, and you go forth and do your very best with what you have, where you are. Because that’s the greatest gift we receive in life: an open invitation to go forward and DO SOMETHING with ourselves.

Kids, parents, anyone starting ‘something new’ today: the butterflies in your stomach are natural and powerful. Don’t shy away from them – lean in and pay attention to them. They can work for you if you let them: learn to harness them, they will teach you to fly.

(Attributions & Appreciations:  this blog was inspired in part by  Jonathan Fields‘ book Uncertainty & Marty Whitmore’s illustration, “Riding the Butterflies” which will be hung in my office shortly, when painting is complete!  This article is a great recap of some of the lessons in the book, which was a KaneCo BookClub reading this year.)