Comments for The Squawk Point: Service Improvement http://www.squawkpoint.com Service improvement for pragmatic people. Ideas, tools and techniques to improve your service operation. Sun, 19 May 2013 10:25:55 +0000 hourly 1 http://wordpress.org/?v=3.5.1 http://www.squawkpoint.com/http://d1m3qhodv9fjlf.cloudfront.net/wp-content/uploads/2011/10/squawkpoint_grey_pink_circle-e1318569843193.jpgThe Squawk PointSubscribe with My Yahoo!Subscribe with NewsGatorSubscribe with My AOLSubscribe with BloglinesSubscribe with NetvibesSubscribe with GoogleSubscribe with PageflakesSubscribe with PlusmoSubscribe with The Free DictionarySubscribe with Bitty BrowserSubscribe with Live.comSubscribe with Excite MIXSubscribe with WebwagSubscribe with Podcast ReadySubscribe with WikioSubscribe with Daily Rotation Comment on What Everyone Ought to Know About Numbers by Adrian Swinscoe http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/KsPjTTkuIY0/ Adrian Swinscoe Sun, 19 May 2013 10:25:55 +0000 http://www.squawkpoint.com/?p=10911#comment-6523 Hi James,
Positive skepticism is generally helpful but it is the negative type of skepticism that gives the behaviour a bad name.

Adrian

]]> http://www.squawkpoint.com/2013/05/is-that-a-big-number/#comment-6523 Comment on What Everyone Ought to Know About Numbers by James Lawther http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/apD6eZ2tTbA/ James Lawther Sun, 19 May 2013 08:07:25 +0000 http://www.squawkpoint.com/?p=10911#comment-6518 Interesting link to skepticism Adrian. We normally think of a skeptic as a bad / unhelpful person. Maybe that is not always the case.

]]> http://www.squawkpoint.com/2013/05/is-that-a-big-number/#comment-6518 Comment on Are you Cruel to Your Children? by James Lawther http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/ASsiD2OWc5A/ James Lawther Sun, 19 May 2013 08:04:28 +0000 http://www.squawkpoint.com/?p=10894#comment-6517 Absolutely Maz, I love your point:

A person’s behaviour is direct function of the way that shows up for him. Which means that given how the situation shows up for the person he could not have done anything else

A reaction often has more to do with the person who reacted than the person who provoked it in the first place.

]]> http://www.squawkpoint.com/2013/05/goal-without-method/#comment-6517 Comment on Are you Cruel to Your Children? by James Lawther http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/p7vEgtRaWEk/ James Lawther Sun, 19 May 2013 08:01:32 +0000 http://www.squawkpoint.com/?p=10894#comment-6516 Only just calmed down, I think it is a father daughter thing

]]> http://www.squawkpoint.com/2013/05/goal-without-method/#comment-6516 Comment on Are you Cruel to Your Children? by maz iqbal http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/QBDzqcURQH8/ maz iqbal Sat, 18 May 2013 14:27:51 +0000 http://www.squawkpoint.com/?p=10894#comment-6503 Hello James

Great way to point at that which needs attention. As I read your story, I hear a strong need to ensure that safety of your daughter. This need triggers inappropriate behaviour because your button gets pressed, the amygdala gets highjacked, you act instantly. When you have calmed down then the reflective part of you considers the situation and asks intelligent questions. And you get the insight: aha, I assumed, my assumptions is incorrect, then you act to supply that which is missing.

What I find fascinating is that we are brought up in cultures that put agency, rationality and free will at the centre of what is so. Which means EVERYTHING gets attributed to a human being. The further assumption, is that everything is predictable if only one had used one’s reason to figure stuff out. Therefore, when you and I do not get what we want – perfection – then we automatically attribute agency, blame, and criticise. This then ruptures relationships and generates self-protective behaviour from those whose self-esteem is dented.

One of the wisest sayings i have heard goes like this: a person’s behaviour is direct function of the way that shows up for him/her. Which means that given how the situation shows up for the person he/she could not have done anything else. Now if you stand in this space and look/act on the world then a whole new world opens up. You start to ask questions: how would the situation/world have to show up for X for him/her to do Y? And then you check with X. Just like you did with your daughter.

Imagine what kind of world we would co-create if we operate from this stand: every single person is doing what shows up has the right action course of action given how the world/situation shows up for him? So let’s listen first, understand, build a relationship, create an opening to inform/educate, then inform/educate.

All the best
Maz

]]> http://www.squawkpoint.com/2013/05/goal-without-method/#comment-6503 Comment on Are you Cruel to Your Children? by Adrian Swinscoe http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/nW5J5ph8XsM/ Adrian Swinscoe Sat, 18 May 2013 13:20:21 +0000 http://www.squawkpoint.com/?p=10894#comment-6502 Hi James,
I was facilitating at an away day yesterday and one thing came up that applies here: Assumptions often get us and others into trouble.

I’m glad your daughter is safe and hope that you have calmed down. :)

Adrian

]]> http://www.squawkpoint.com/2013/05/goal-without-method/#comment-6502 Comment on What Everyone Ought to Know About Numbers by Adrian Swinscoe http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/aLkrtzUmrTU/ Adrian Swinscoe Sat, 18 May 2013 12:55:16 +0000 http://www.squawkpoint.com/?p=10911#comment-6499 James,
A healthy degree of skepticism (http://en.wikipedia.org/wiki/Skepticism), in the true sense, is always useful when it comes to numbers. As Disraeli said “Lies, Damn Lies and Statistics” (http://en.wikipedia.org/wiki/Lies,_damned_lies,_and_statistics).

Adrian

]]> http://www.squawkpoint.com/2013/05/is-that-a-big-number/#comment-6499 Comment on Are you Cruel to Your Children? by James Lawther http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/EndB-Rl6G0g/ James Lawther Fri, 17 May 2013 04:43:39 +0000 http://www.squawkpoint.com/?p=10894#comment-6462 I need to watch that

Balling Out (UK slang) ~ To tell off, to publicly humiliate, to scream and shout at.

Not to be confused with

Ballin Out (US slang) ~ To spend exorbitant amounts of money. Usually with the confines of a one ridiculously drunken evening. Often accompanied by sluts, assorted bling, and no regard for any type of human reason.

Hope that clears it up.

James

]]> http://www.squawkpoint.com/2013/05/goal-without-method/#comment-6462 Comment on Are you Cruel to Your Children? by Mark H. Davis http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/dtY2kwmR_mc/ Mark H. Davis Thu, 16 May 2013 21:05:00 +0000 http://www.squawkpoint.com/?p=10894#comment-6457 James, you are a brave soul. If I were to publicly admit to a 10-minute “balling out” of my daughter, I would be typing my next blog on a mid-90s PC in a grimy jail cell. We are emasculated parents here in the US, where the tail wags the dog and the dog can whimper nary a protest. That being said, nice post and I love the Deming quote. I must use that in my next DMAIC teaching.

]]> http://www.squawkpoint.com/2013/05/goal-without-method/#comment-6457 Comment on Are Your Team High Performers or Losers? by James Lawther http://feedproxy.google.com/~r/CommentsForTheSquawkPoint/~3/dgU-DWbSwd4/ James Lawther Mon, 13 May 2013 05:26:11 +0000 http://www.squawkpoint.com/?p=10873#comment-6401 Fascinating Maz, thank you. I will have to do a little research, don’t be too surprised when you see a subsequent post.

James

]]> http://www.squawkpoint.com/2013/05/pygmalion-effect/#comment-6401