One definition of the trendy word “occupy” is to “dwell in a space.” Too often, we humans do this—we just take up space.

Sometimes, we just take up … time.

Time, as we all know, can be measured in years, months, weeks, days, hours, minutes, or seconds. But I like the word—the unit of time—called a “moment.”

It’s certainly a common description of time. We say, “Just a moment!” “I’ll be with you in a moment!” or “Please wait one moment.” Or, if we demonstrate quickness of mind or humor, or we act fast, decisively, and perform deftly, we are said to be “in the moment.” We are encouraged to “seize the moment.”

Moments are the essence of the adage, “Don’t blink or you’ll miss it.”

But it is easy to miss a moment. And what we’re really missing is the opportunity to own the moment. The truth is, opportunities come in moments and in moments there can be opportunity. When we fail to own the opportunities that come along, we diminish ourselves because—in that moment—we likely served less, contributed little, added no value, and eschewed practicing personal accountability.

On the flip side, when we simply OCCUPY a moment, we miss our chance to give, to help someone, to solve a problem. Occupiers of moments are often bystanders, watchers, observers. Quite honestly, sometimes they are complainers, whiners, blamers. Not always … I said sometimes.

Bottom line, I just think it’s better to own moments than to occupy them.

In Chapter One of the QBQ! book, there is story about Jacob, the Rock Bottom Restaurant server, who, as he was heading to the kitchen weighed down by a loaded tray of dirty dishes, spotted me, stopped, and met my needs. He didn’t think the thoughts of an Occupier such as, Not my department. Not my job. Not my problem.
   
He thought the thoughts of an Owner: I care. I want to serve others. I will be my best today.

Maybe a tad pedestrian, but because in the pedestrian we find the practical, here are the kinds of things people do when they own a moment:

• A manager stops debating with a staff member, trying to win a point, and pauses, saying, “You know, I think there’s more to this than I’m aware of. Can you share with me what’s really on your mind?”
• A parent, after instructing a child to stop engaging in a specific behavior, actually follows through, preventing disobedience and earning the child’s respect. (We call this “strong parenting” in Parenting the QBQ Way)
• A salesperson on a sales call stops blathering on about the product and asks the customer, “What problems are you experiencing?” and “How can I best help you?”
• A driver on the road responds to another driver—who just committed a mental error—with a rare-in-today’s-society friendly wave and a smile.
• A spouse arriving home from a long, tough slog at work rises above, saying to the other, “Tell me about your day.”
• A sibling, friend, or co-worker, when told by another that their words or actions hurt, stops and asks, “I am so sorry, what was it that I said or did?” instead of lashing out with defensiveness, justification, and blame.
• A twentysomething with a cell phone, good car, and some money in his pocket stops to help a stranger on a Colorado highway at midnight as all the other cars drive on by.

Now, I am not recommending anyone engage in that last one and there’s no need to email me about the risk. I understand. But when Michael, the only Miller son, informed us the next morning that he’d stopped to help a woman stranded in a decade old vehicle with only $10 in her purse, secured a tow truck for her by phone with his debit card, and waited for help to arrive—I don’t think I’ve ever been more proud of him.

Choosing to own a moment—not just occupy one—is really an outstanding way to live. At its core, it’s what personal accountability is all about, asking The Question Behind the Question (the QBQs): “What can I do to own this moment?” and “How can I right now make a difference?”

Don’t be an Occupier. Be an Owner. Only then can we be outstanding!

If someone asked me, “John, why do you and your team teach ‘Personal Accountability and the QBQ!’ wherever you go?” I would say, “Well, let’s have Steve with AutoTrader.com answer that!”

Steve’s story:

John, in February 2011 you spoke at the AutoTrader.com annual meeting in Atlanta. I was fortunate enough to receive a copy of Flipping the Switch. My first read through was completed on my fight home. There were many more reads to come.

Let’s fast forward 10 months to Friday, December 9th:

On that day I learned from my Regional Director that I’d been named “Regional Salesperson of the Year.” As I reflected on the achievement—feeling incredibly thankful—I pondered the reasons it had come about. I believe this recognition was partly a result of trying to do the right things in support of my co-workers and clients—and because of my strong belief in AutoTrader, our culture, mission, and leadership.

But, I truly believe the underlying reason for this achievement was the change that occurred in my thought process and behavior when I learned how to use “the question behind question”—the QBQ—to “flip the switch”!

Thanks to the QBQ! principles, I know that my results are mine to own and if they’re not what I wanted, I can’t blame my boss, my colleagues, my clients, or my family. Ownership and personal accountability are all about the choices that I make in my career and life. Over the past year, QBQ! became my approach in consulting, selling, coaching, relating, and interacting. QBQ! has led to deeper conversations and relationships, both at work and at home.

And a wonderfully satisfying end-of-year result!

Thank you!

Steve

—————————

And that’s why we teach “Personal Accountability and the QBQ!” But I need to say this to Steve:

A tool is of no value unless it’s used. You, Steve, heard the QBQ! message and ran with it, putting it into action. Now that’s outstanding!

Meanwhile, lots of good stuff happening with QBQ! If you believe in PERSONAL ACCOUNTABILITY, read on …

• Enjoy the brand new 12 minute podcast with authors Dave Ramsey and John G. Miller: http://outstandingorganization.com/ramsey/

• Parenting the QBQ! Way, an e-book by John G. Miller with Karen G. Miller, written to answer the question moms and dads have asked, “How can I best utilize the QBQ at home?” is coming. For your convenience, it can be ordered here now:

Amazon Kindle:

http://www.amazon.com/Parenting-QBQ-Way-Accountability-ebook/dp/B005UT19CE/ref=sr_1_1?s=books&ie=UTF8&qid=1326459133&sr=1-1

B&N Nook:

http://www.barnesandnoble.com/s/parenting-the-qbq-way?keyword=parenting+the+qbq+way&store=allproducts

iTunes:

http://itunes.apple.com/us/book/parenting-the-qbq-way/id472468498?mt=11

• The new rewrite/version of the QBQ! book is available! Learn what’s new: http://qbq.com/whats-new-in-the-new-qbq-book/

• Believe middle and high schoolers can be more accountable? Take more ownership? If so, check out our new I Own It! Building Character Through Personal Accountability program for schools: http://qbq.com/schools/

• And QBQ! for churches and small groups is right here: http://qbq.com/churches/

Thanks for believing in QBQ!

John G. Miller

John@QBQ.com

Subscribe to QBQ! QuickNotes

Now that we’ve launched what we call the “gentle rewrite” of the QBQ! book a decade and one million copies later, people are asking the obvious question: What’s new in QBQ!?

So let’s answer that question.

But first, a matter of integrity: As the author, I don’t and won’t tell anyone who has the original version that they need to buy the new version. It’s still the same core message of PERSONAL ACCOUNTABILITY and the same outstanding stories of server Jacob at the Rockbottom Restaurant, flight attendant Bonita on the airplane, and cashier Judy at The Home Depot.

But I do believe it’s simply a better book. What can’t be improved? So we’ve added a brief Author’s Note that you can read here, improved the writing throughout, clarified key ideas, added a couple of concepts, and placed exactly one dozen FAQs in the back. The value in these is they provide us a chance to teach even further. Here are some of those FAQs:

• Teamwork is critical in our organization. Does the QBQ’s focus on the individual conflict with the importance of teamwork?

• Are you saying “Why?” “When?” and “Who?” questions are forever banished from our vocabulary?

• Is the QBQ a behavior-management tool for managers to use on others?

• What if my boss won’t practice the QBQ or my organization doesn’t support it?

• Is the QBQ at all about holding people accountable?

• If we can’t use the word “who,” then how can we have a discussion of what went wrong?

• What if I keep asking, “How can I help you?” and the person keeps telling me there’s nothing I can do?

And my favorite:

• Are you sure I can’t change someone else?

Yep, I’m sure.

If you have questions about the new version of QBQ!, please email me at John@QBQ.com.

Thanks for believing in PERSONAL ACCOUNTABILITY!

John G. Miller, QBQ, Inc., Denver, Colorado

The QBQ! message of PERSONAL ACCOUNTABILITY touches every part of our lives: professional, spiritual, physical, emotional, mental, and financial. Let’s explore that last one—FINANCES—for three reasons. First, a money discussion is a relevant one because money is so integral to our lives, whether we like saying that out loud or not. Second, it’s the time of year when many people work to practice greater personal accountability in managing their income. And lastly, I’m blessed to be on The Dave Ramsey Show on the radio Thursday, January 26th at 3:30 Eastern time. Please tune in!

Allow me to share our personal journey …

Let’s go back a bit. Okay, waaaaay back. Not quite before indoor plumbing, but close. I had been working for a fine firm called Cargill as a grain trader in Mankato, Minnesota since 1980 when, in June of ’82, the company transferred Karen and me to Great Falls, Montana. Exciting! At 24 and 22 years old and originally from UpState, NY, we were going to the great state of Montana—and with a raise! Yep, I had been making $19,500 annually and Cargill bumped me up to $22,000 and said GO WEST! So we did.

When we arrived, not only did we buy our first house ($47,500 and built in 1904), we immediately did what all newby Montanans must do: We bought cowboy and cowgirl boots! They weren’t cheap, but they were pretty cool—at least we thought so. And for some reason, on that boot-buying day, we decided to treat ourselves to new watches! Why?

I don’t know!

And then we bought a ferret. Yes, you read that right. Forever the animal lovers, and no longer apartment dwellers, a ferret was just what we needed. Little did we know that the following year, Felix the Ferret would be stealing Kristin the First Born’s baby bottles and teething rings!

Anyway, after a few more unnecessary purchases the salary increase was spent.

Life continued. We moved briefly to Missouri and then back to Minnesota where Tara, Child #2, was born in 1985. I then changed careers in 1986. Finances were tight as we lived paycheck to paycheck. Nothing too serious, though. I mean, we were both working (Karen was a registered nurse), credit cards weren’t a habit back then, and we didn’t have school loans, so there wasn’t serious debt beyond our mortgage and one car payment.

But we certainly were not saving for the future!

And no matter where we lived or what our income was, one thing seemed to dog us: The sin of spontaneous, impulsive and, yes, immature, spending. Till 1987.

That’s when everything changed—for the better. I don’t even know why. I just know we had an epiphany—the veil had been lifted—and we both realized we could do better.

Yes, I had moved into a higher income profession selling management and leadership training to corporations, but the change that truly made the difference was we began engaging in some much needed disciplines.

Here’s what happened:

(Warning—no rocket science is about to be shared!)

We went to a cash system. In envelopes. They sat full of paper bills in a kitchen drawer. Safe? Maybe not. Smart? You betcha! We wrote down everything we spent. We talked about money. As Dave Ramsey says, we “bothered to bother.” In other words, we cared enough to stay on top of where our money was coming from and where it was going. It became a purposeful pursuit and practice, a part of our lifestyle.

I can’t say it was always fun. Those childlike desires of wanting whatever we wanted when we wanted it were still there and needed to be tamped down. Sometimes, they had to be stomped on hard—with those stupid western boots we never wore anymore!

Admittedly, it did create some marital stress when I would ask, “OK, what did you spend today?” Yeah, I was sometimes a bit obsessed with the “tracking and recording” procedures.

But I will also say this, and Karen would agree: The strain of monitoring where the dollars were going was a lot less painful than having the financial wolf at the door. Not only that, the positive outcomes of “bothering to bother” were these: We increased our saving, our charitable giving, and our peace of mind.

Now that’s victory!

It all came from living by a few simple, commonsense disciplines. And may I add, working hard to take some personal accountability for subordinating our childlike desires and practices. Man, those bad habits will do great damage to one’s finances … we know!

Twenty-five years later, living debt free, Karen and I know this: It’s an amazing blessing to not owe any person one dime. Banishing that wolf forever is surely a worthy goal. It’s also one that Dave Ramsey’s teachings can help anyone achieve. So stop by www.daveramsey.com today and on Thursday 1/26/12 at 3:30 Eastern time, turn your radio on as Dave and I talk about the just released “gently revised” version of the QBQ! book.

PERSONAL ACCOUNTABILITY—a timely and timeless message.

Oh, and if you’re a parent or happen know one, the brand new Parenting the QBQ Way e-Book can be found here: http://qbq.com/parents

Outstanding Holidays Don’t Just Happen

The holidays.

A season all about Family, Faith, and Friends. For many, it’s also a time of Food, Football, Festivities, Fun—and Freedom. Not just the blessing of living in a “free country,” but also maybe—just maybe—a little less tied to our jobs and a little more sleeping, puttering, and simply doing nothing on some days! Sounds great, doesn’t it?

But how about these words? Frenetic—a crazy, stress-filled pace. Finances—jubilant joy leads to dangerous debt. Frustration—things don’t quite go the way we planned. Fear—of being alone, left out. Fatigue—we simply do too much and return in January needing the month just to recover!

The reality is this: The holidays, for lots of people, just aren’t what they’re cracked up to be. Though we want them to stand out—that is, to be outstanding—they often fall short of our expectations. But, with some work, some discipline, and some adherence to fundamental ideas and principles, we can each experience an exceptional season.

By extracting concepts from the book Outstanding!—yes, written for the world of corporations, nonprofits, government entities, churches and schools—and applying them to this time of year, we can make the best of the holidays. And since most holiday celebrations involve families—which are organizations—let’s utilize the essences of nine of the 47 Outstanding! chapters to create a stellar season!

Choose to Change: Holiday traditions are great, but remember: Any strength taken to an extreme becomes a weakness. Outstanding families, like outstanding organizations, are willing to set aside “the way we’ve always done things” now and then. Keeping the end goals of joy, fun, and celebration in mind, we might need do things differently. Never forget: Blessed are the flexible, for they cause others to not get bent out of shape!

Keep the Mission Top of Mind: If you believe the “reason for the season” is faith (worshiping God and being thankful) and/or family (traditions and coming together) then don’t forget the “Why” behind the activities. Let purpose come before tasks, otherwise, the tasks can overwhelm the mission—and what’s the sense in that?

Get Actions In Line With Values: If we espouse values like love, caring, and acceptance, let’s ensure that our behaviors support those ideas. Integrity—actions in line with stated values—is a rare commodity in our world, so let’s allow that light to shine at home. Example: If we embrace the word “humility,” let’s avoid boasting, bragging, and topping each other in our interactions. Another: If I say I believe in relaxing and resting, then draw a few boundaries and say NO! if you really want to. It’s okay to not participate in some activities this time of year.

Fight the Fat: And we’re not talking about calories here! As Dave Ramsey says, when it comes to finances, “Bother to bother.” In other words, decide to stay on top of and in control of the dollars. By cutting up the plastic money and living within our means, we’ll experience a far more joyous … January!

Forgive Mistakes: What could be a more perfect way to achieve outstanding holidays than to let some stuff slide? Humans sometimes do say the wrong thing, make mistakes, exercise poor judgment, drop the ball, and forget to act. When these things happen, it’s an amazing opportunity to choose forgiveness. Practice the words, “No big deal. Let’s forget it.”

Let Every Player Count: A little lifting up of each person is a good thing. Careful that one individual’s needs and agenda don’t “rule the roost.” Let’s do our best to help each person—from 2 to 92—feel special. It’s a time to honor everyone on the team!

Speak Well: “A gentle answer turns away wrath, but a harsh word stirs up anger.” (Proverbs 15:1) So true! As the tension and stress build, make sure that the way we talk to others—both our words and tone—is encouraging, loving, and supportive.

Listen In All Directions: In Outstanding! we write about listening in three ways: Management listening to the people, the people listening to each other, and everyone listening to the customer. My favorite part is where we take “multi-tasking” to task as a very bad habit. During these precious days, let’s set the iPods, laptops, and PDAs aside—cease the Tweeting, status updating, and surfing—and look each other in the eye, saying, “Go ahead, you are the most important person in my world at this moment and I want to hear every word you have to say.”

Someone Needs to Be the Boss: Lastly, parents, I beseech you—please parent! Family gatherings are hurt when the wrong people are in charge: the children. Let’s hold our kids to a new (yet old fashioned) level of respect, manners, and courtesy. The truth is, it’s not all about the children—and sometimes they need to know that. If your young child needs a really long “time out,” then take action. Don’t be afraid to let him or her know that—surprise, surprise!—you are the boss. (More on outstanding parenting in the new ebook coming soon titled “Parenting the QBQ Way”)

So there they are: Nine ways to have an outstanding holiday season. Share this with others—apply them yourself—and see what a difference they can make. And then come back in 2012 ready to make our organizations outstanding, too!

John G. Miller
Author of … http://qbq.com/qbq-books

Today I received an email from a young man who has discovered that PERSONAL ACCOUNTABILITY does work after all! Here it is, as written. Enjoy:

Dear Mr. Miller:

I’d like to thank you for writing QBQ! The Question Behind the Question. I was introduced to your book before entering the Governor Orr Fellowship this past summer. At 23 years old, I had lots of questions about professional conduct prior to accepting my current position. I turned to you book for advice and mentorship. I found your insight and analysis of “blame” to be spot-on. Quite frequently in the workspace, people turn to blame. In fact, at one point our company was initializing boxes so that if an error occurred, we could find out who was at fault. I quickly recognized this practice to be disadvantageous. Nothing was gained by finding out exactly who slipped up in their responsibility. We alienated each other and the “team” aspect of our workplace deteriorated. Fortunately, our practices have changed, and our work environment has improved.

After seeing this improvement, I knew QBQ! held water. No other resource is as quick and easy to read and implement. Thank you for your efforts!

Regards,

Charlie

by John G. Miller

Twitter: @QBQguy

I grew up a wrestler. For that reason—and because I top out at 5′ 6″—I’ve never been much of a basketball fan. And if I did watch the sport on TV, it was the NBA and our local Denver Nuggets, not the NCAA. But that’s all changed now, thanks to Coach Brad at Butler University.

A digression …

In September of 2010, we received a QBQ! QuickNote subscription from Cathy in Indiana. As many of you know, when you sign up we ask, “How did you hear of QBQ!?” The responses range from “My dad told me about it!” to “I found a copy at the thrift store!” to “Our CEO bought everybody a copy!” It’s always fun for me to see how QBQ! (as well as Flipping the Switch and Outstanding!) came into someone’s life.

And on that day in 2010 Cathy wrote this:

“Brad Stevens, the head coach of the Butler Bulldogs basketball team (NCAA runner-up to Duke in 2010), spoke at our staff meeting. Part of his message was about personal accountability, and he mentioned the QBQ! book. He said it is required reading for all of his players. When something goes wrong on the court like a bad call, missed pass, or a player loses his man on defense, the players can come back to the sidelines distracted by what just happened. That’s when the coaching staff simply says “QBQ!” and everybody knows what that means—and gets refocused. Something certainly is working for them, so I was compelled to read the QBQ! book, too.”

Honestly, my first thought was, Who is Brad Stevens? Well, thanks to Cathy’s note and a call the same week from an Alabama coach looking for QBQ! books for his team (he’d heard about QBQ! from Coach Brad, as well), I thought it was high time I thank this guy—whoever he was!

Well, what a treat it was when Coach Brad responded to my email, affirming it’s true that all Butler players for the past several years have been given QBQ! to read.

So, I started to take note of this man from afar—and I am impressed. Allow me to share what I think he understands …

Teamwork: Coach Brad knows that even in a tremendously collaborative arena like basketball, it’s STILL ABOUT THE INDIVIDUAL. Don’t buy the lie, “There are no I’s in team!” Not true. Every corporate, nonprofit, athletic, family, and church team I’ve ever come across is full of I’s. And it’s amazing what a team can do when each person practices Personal Accountability. Teamwork is great, but high functioning teams are built on individuals who don’t blame, procrastinate, or engage in victim thinking.

Humility: After Butler’s come-from-behind victory against Florida in the 2011 NCAA tourney, he stated in an ESPN interview that he’d been “out coached” and that his assistants and team had carried him. This statement, coming after a big win, caused a lot of head scratching in the media. Why? Well, it’s simple: The sports world isn’t accustomed to hearing contrite statements like that.

Perspective: People speculate about which big school might offer him a ton of money to come coach. To that Coach Brad says, “It’s not like I’m a guy who thinks the grass is greener somewhere else just because everybody says it’s supposed to be. I think that we are very fortunate to have really green grass at Butler.” For a young guy who’s become famous real fast, he still has both feet planted firmly on the ground. A rarity in our world today.

Maturity: Go ahead, watch him on the sidelines. This is one guy you won’t see cussing at the officials and throwing chairs out of childlike anger. His calm and cool style is an outstanding example for players and coaches everywhere … and the rest of us, too.

Grace: After Butler’s loss to University of Connecticut in the 2011 finals, he stated, “I don’t love my guys any less because we lost.” Hmmm, I bet young athletes everywhere could stand to hear an it’s-not-all-about-winning message from mom and dad, and their coaches, too.

Personal Accountability: Coach Stevens made a very meaningful statement to me. He said, “Accountability is a core value for our team and QBQ! defines it for us.” Obviously, I couldn’t be more honored. Thank you, Coach! But after watching him being interviewed several times now, I didn’t really need him to tell me that. It’s evident in his words and his actions. Clearly, Personal Accountability is not just a corporate value for the Butler team, but a personal value for the Butler coach.

I’m sure there is much more to Coach Brad Stevens—the husband, the dad, the man of faith—but I’ve never met him. I hope to someday. And if I do, it’ll be me asking for his autograph. I’ll also thank him for not only engendering in a former grappler an interest in college basketball, but for representing his sport in an outstanding way.

Note: As always, we’d be delighted to have you forward this QuickNote to everyone you know, but at the very least, please send to coaches, school superintendents, and athletic directors everywhere. Thank you!

John G. Miller
The QBQ! Guy
Author of …

Outstanding!, QBQ!, and Flipping the Switch

by John G. Miller

Twitter: @QBQGuy

My wife, Karen, (Twitter @QBQMom), recently said to me, “John, you have an opinion on absolutely everything!” As I thought about her statement, I realized an opinion was forming in my mind …

She’s right. I always have.

I probably got it from my dad, the Cornell University wrestling coach and pastor. He loved to teach, as well as freely share his opinions—on people, places, and things. And since modeling is the most powerful of all teachers, and our most critical role models are our parents, I suppose I got the tendency to always have an opinion from him.

Now, having opinions is not necessarily a bad thing, but it could be since it’s true that any strength taken to an extreme becomes a weakness. Having strong and frequent opinions can lead us to improving, well, anything! But having too many opinions can cause frustration, stress, and relational damage. It can feel—and be—critical. It’s a fine line. I’ve had to learn to bite my tongue and not always share what I’m thinking. The reality is some things just aren’t worth having an opinion on.

In QBQ! The Question Behind the Question, about halfway through the book, we pose this question: “As you’ve been reading this material on personal accountability, who have you been picturing, thinking, ‘I wish they could hear this, because they need it!’”

And since I did write the book, I will stipulate to the fact that I can’t, even with all my opinions, change anyone but me. But if I had no opinions, then QBQ! and its companion book, Flipping the Switch, would never have been written! And the new team study book, Outstanding! 47 Ways to Make Your Organization Exceptional, would’ve been titled—if it had been written at all—Mediocre! Absolutely 0 Ways to Improve the Place.

On a recent flight I sat next to a woman with wisdom. And, of course, wisdom is what we learn after we know it all. That’s who and what she was: A wise person who could teach others simply by how she lived. As we chatted, she shared that when she first moved to a certain big city with her husband and three young children, not one neighbor came to greet them. The weeks went by, they unloaded boxes and hung pictures and drapes, but nobody welcomed them to the neighborhood. So one day she told her kids, “Let’s bake cookies for all!” —and they did. Then, loading up their little red Radio Flyer wagon, they spent a Saturday morning delivering fresh, still-warm homemade cookies and big smiles to their new neighbors, up and down the street.

Upon hearing her story, I commented, “Um, gee, that’s really something. Your family was the new family in the neighborhood and yet you took cookies to people!?” Her response was wise. Leaning toward me with a hint of mischief in her eyes, she nearly whispered, “Sometimes you just gotta teach people how to live.”

I know what she meant, and you do, too. She wasn’t being arrogant, haughty, or proud. She was actually endorsing what we teach in our books: I can’t change others, but I sure can model the right behaviors myself. She definitely had an opinion on this whole topic of how to be neighborly, but instead of lashing out at people, playing the victim, or complaining about the neighbors in front of the children, she turned her opinion into action. Yes, action that all could see. And most importantly, she had three children watching her. I bet as adults now, they chuckle over Mom’s fine example as they, with their kids in tow, deliver cookies to people who maybe, possibly, just don’t quite know “how to live.”

And that’s okay. I mean, who doesn’t feel better eating a fresh, still-warm homemade cookie—and learning a valuable life lesson at the same time?

Remember, modeling is the most powerful of all teachers. Let’s turn our opinions into actions.

And now let’s turn this QuickNote into action by asking The Question Behind the Question (QBQ):

“What action can I take today that sets an outstanding example for others?”

John G. Miller
The QBQ! Guy ]]> http://qbq.com/the-most-powerful-teacher/feed/ 0 http://qbq.com/owning-safety-from-flipping-the-switch/ http://qbq.com/owning-safety-from-flipping-the-switch/#comments Sun, 20 Feb 2011 20:35:50 +0000 John http://qbq.com/blog/?p=213 Continue reading →]]> If you believe in Safety and it’s an initiative in your organization, enjoy this message from Chapter Eleven of the Flipping the Switch book. Purchase it at our site or Amazon:

“Owning Safety”

Sometimes a problem or situation can be owned by the wrong people. Ron Pote, an expert on safety in the workplace, told me this story:

“When I was the department manager of a large and inherently dangerous paper mill, I got a call at 5 a.m. on a Tuesday morning. Steve, one of my night-shift guys, was hurt. Within thirty minutes I met his terrified wife and three crying children at the hospital. He had a broken arm, fractured skull and numerous lacerations. He was in really bad shape, but would live.

“What happened was this: Steve had removed a metal protective screen from a large piece of equipment so he could reach in to make an adjustment. That’s when his shirtsleeve caught on a rotating shaft and pulled him in. Honestly, he could’ve been killed.

“When I heard what he had done my first thoughts were, Why would Steve do such a thing? Why would he take a chance like that and risk his own safety? I just couldn’t understand why someone would violate the company’s safety policy by removing protective guards. Steve was a model employee and should have known better. What was he thinking?

“And then it hit me: Steve and his family were now suffering because of the culture I—and others in management—had created. We had a safety program in place, but too much of it involved slapping slogans on the wall, disciplining people for violations, purchasing better equipment, or lecturing employees endlessly in meetings. Bluntly put, our problem was that Ownership for safety in the plant belonged more to managers than team members. It was clear that greater responsibility needed to be shifted to the people who would ultimately bear the consequences of an unsafe action. As managers, we would never be able to prevent accidents like Steve’s, because we could not be in all places at all times to make all the decisions. If our safety record was to further improve, individuals needed to watch out for themselves—and their teammates.

“It took about three years to change the safety culture of my department and the plant. Now we all understand that each of us must take Ownership for our personal on-the-job safety—to own our choices and actions. Every moment. No excuses.”

Chapter 16 of the QBQ! book

My father, Jimmy Miller, was head wrestling coach at Cornell University in Ithaca, N.Y., for more than 25 years. When he sent me out to the mat, he’d always remind me I had three people to beat that day: my opponent, myself, and the referee.

That I had to beat my opponent was obvious. By “myself” he meant I had to overcome the fears any athlete naturally has. About beating the ref, he’d say, “It doesn’t matter how close the match is, John. Even if you lose in overtime by one point, even if he makes a couple of questionable calls, you cannot blame the man in black and white.” He’d conclude by saying, “If you want to win, you must be good enough to beat the ref!”

Good enough to beat the ref. That means being a salesperson who has the maturity to say, “I was outsold,” instead of complaining about product, price and the lack of advertising. It means serving as a team member who never says, “Why don’t others pull their own weight?” It means being a manager who doesn’t complain, “Why aren’t my people motivated?” It means being people who don’t complain about management saying, “Why don’t they tell us what’s going on?”

Who is the “ref” in your life? What person or situation beyond your control is standing between you and success? Could it be a supervisor who over-manages, making it difficult for you to do your job, or inefficient systems built into your organization that waste a lot of your time? Or maybe it’s a personal situation that saps your energy.

No matter what we’re trying to accomplish, there’s always a barrier of some kind to overcome, and it’s often something over which we have no control. Instead of focusing on the barriers, let’s work to become so good that we’ll succeed no matter how many bad calls the ref may throw at us.

If you want to win, don’t complain about things beyond your control. Just be good enough to beat the ref.

… excerpted from the QBQ! book.