Author Archive | Susan

Management Lessons from My Cats – Part I

By Susan on September 20, 2010 in Learning

Note: I wrote this in April, and just realized I never posted it. Shame on me!

One of my cats, Abby, is sick. She developed a nasty abscess on her behind that had to be cleaned out surgically, and now she has to wear a satellite dish for 12 days until the stitches come out. (We are currently on Day Four.) And she has to live in the bedroom during that time, since my other cat will try to lick her and there is no satellite dish for that. So both cats are unhappy, and I’m a wreck. But my sister said, “You should get some great blog posts from this!”

Hmm.

I’m thinking… give me a minute…

There are a lot of things to be grateful for:

I am less of a wreck than I was four years ago when my other cat (Rocket) got sick. That was only a year after my husband died, and I remember sitting in the car, sobbing and thinking, “What is wrong with me? I was a calm, capable Caregiver, and now I’m a wreck over a cat?” (Of course, I forgot at the time about the mornings this Caregiver stood in the shower, sobbing.) So progress is measured in strange ways.
The antibiotics come in liquid form, thank God, so I don’t have to pill her. (Pilling Rocket was a Nightmare. The Nightmare on Rose Street.) I just have to pry her mouth open, jam an eyedropper in and squeeze before she shifts. (While she has a satellite dish on her head and without ripping the stitches on her cute little behind. That’s all.)
When I miss, she licks the droplets off of her face and the inside of the satellite dish, so she must not mind the taste. (Update: She won’t eat food with the medicine mixed in, so she must mind the taste after all.)
Abby has figured out how to eat and get to her water dish (after I figured out how to wedge them so her dishes wouldn’t move when she bulldozed into them).
She has, therefore, been using the cat box. I never thought I’d be grateful for having to scoop out a cat box.
There are moments of warped humor, such as when I brought Abby home and she started walking the perimeter of the bedroom like a Blind Cave Tetra in a new aquarium, and she kept walking into things. The satellite dish would get caught on things as she walked by, over and over again. It reminded me of the old Saturday Night Live episodes when Gilda Radner played an autistic girl who kept walking into things. I don’t know if Abby did it because she just didn’t know her new boundaries yet, or because she couldn’t feel her whiskers, or she was trying to knock the thing off of her head, but it was all I could do to not laugh. (Cats hate being laughed at.)

Don’t Give Up – the Management Lessons are Coming

There are also some lessons and reminders:

I don’t know how parents do it. I have so much respect for my mom and all the parents I know. I bow before Your Greatness.
I have learned how to spell “abscess.”
Just because I don’t know how to do something (like give Abby her medicine) doesn’t mean I’m a failure as a parent/caregiver. It’s just another thing I have to learn. Hmm. That kind of applies to everything, doesn’t it?
Giving cats medicine is like terminating people: The more you do it, the better you get at it, but it’s not something you ever want to get any practice at. (I actually learned that about terminating people when I was a recruiter, and then later as a manager. But this was an ironic reminder.)

That last one is true for most difficult conversations. Avoidance doesn’t help. Rehearsing helps, and it’s best not to rehearse by yourself. It is OK to ask for help and practice with someone you can trust, who is appropriate for what might be a confidential situation. And it’s easier than practicing pilling a cat.

Management lessons come from funny places. I wonder, What are some surprising lessons you’ve learned? What are some surprising sources of those lessons?

Note: It’s now six months later and, although the 12 days turned into three weeks, Abby and Rocket and I all recovered.

Stop Making Sense

By Susan on September 15, 2010 in Root Cause

Have you ever been stymied by logic that you know must be flawed but it successfully keeps the status quo in place? By getting to the hidden beliefs behind that logic, we can begin to make a difference.

Here are two true stories that can help demonstrate this. Consider the following:

Story #1

Once upon a time there was a social services agency in a famous city. This city was very proud of its image but, despite its image and beloved status, it had – and has – a very real Skid Row area. The agency served the Skid Row population, and it was located in a down and dirty neighborhood that was, among other things, strewn with litter.

One day, someone noticed that there were no trash receptacles on the street in this neighborhood. A delegation from the agency was sent to the city to ask that garbage cans be installed on street corners in the neighborhood.

The city, in its infinite wisdom, said “No.” The reason was, “If we put out garbage cans, people will just put garbage in them.”

? ? ?

Story #2

Once upon a time, there was a large company that prided itself on its quality customer service and the strength of its customer relationships. This company, despite its image, did occasionally have unhappy customers. Those customers occasionally reached out to the company have their complaints addressed.

The company had a toll-free number specifically for complaint calls, but that number was unpublished. It wasn’t in any of the company’s printed materials, nor was it on the company’s website. Because it was difficult to find, it was not unusual for otherwise calm and reasonable people with reasonable concerns to be frustrated and even furious by the time they got to someone who could address their issue.

It was proposed to The Powers That Be that the “hotline” number and email address should be made available on the company’s website.

The Powers That Be, in their infinite wisdom, said “No.” The reason was, “If we publish that number, people will call.”

? ? ?

What the…?

Those two scenarios are head-scratchers – each seems like a simple, common-sense solution that is illogically rejected.

Yet, the reasoning behind each rejection has a certain logic to it. On the surface, at least, it is about resources.

If the city had strategically placed trash receptacles around the neighborhood, it would have had to spend money to not only purchase the trash cans but also provide pick-up service – an additional labor expense. That wasn’t in the budget.

If the company had published its toll-free number and customer service email address, it might have had to hire another person to handle the increased volume of calls. That wasn’t in the budget, whereas the hidden costs of people routing calls was spread across various budgets.

In both cases, the seemingly simple logic trumps any arguments to the contrary. And so the status quo is maintained. Such improvements rarely make it into the budget for next year, however. Why? Because of the unexamined beliefs that surround them.

It is these beliefs that provide the structural support for the tunnel vision that keeps the status quo in place. What might those beliefs be?

This is Eden! We don’t have garbage here. (Denial.)
People who litter are moral degenerates who create their own problems.
People who create their own problems have to live with the consequences.
We, therefore, only need to do the minimum necessary to protect ourselves (from rats, from disease, from bad publicity).

So let’s look at the possible belief system for our second scenario:

We don’t have complaints; our customers love us. (Denial.)
People who complain are crackpots who have created their own problems.
People who create their own problems deserve what they get.
We, therefore, only need to do the minimum necessary to protect ourselves (from lawsuits, from bad publicity).

There is a certain logic to this belief system, even if that logic is flawed. But one thing I remember from my first college philosophy course was this: If one premise in an argument is flawed, then the conclusion cannot be true. In the scenarios above, the first premise is certainly not true, and the second premise is, at the very least, debatable.

But here’s an important consideration: I can speculate all day long, but if I don’t get verification of those beliefs, then I am only acting on my own beliefs and not on sound and current data. It is essential to respectfully investigate the real beliefs that underlie a system or decision or I may also be operating on flawed logic.

Stop Making Sense

Only if one looks for and examines the underlying belief system that supports a decision can one begin to understand why the situation never changes. Change will always be resisted until the underlying beliefs are addressed.

So, what to do? When faced with such logic and belief systems, there are three primary options:

Accept the situation as it is and collude with the system.
Accept the situation only long enough to leave.
Pay attention to the underlying beliefs and act accordingly. This option has two sub-options:
- Keep a low profile, do not rock the boat, but handle individual situations according to a different belief system and make a difference for individuals. This is the path of Corrective Actions.
- Hold those beliefs up and expose them to the light of day. Sunlight is, after all, the best disinfectant. This is the path of Root Cause Analysis and Preventive Actions.

The last option takes energy and it can make you unpopular if not done with Patience, Persistence and, most importantly, Compassion.

Patience, Persistence and Compassion

The patience, persistence and compassion are very important: We must remember that the people who buy into these belief systems aren’t trying to be difficult, and they aren’t trying to hurt others. It would be easy to say they are dumb, or bigoted, or lazy. But often they are really trying to do a good job – to protect the organization, to save money, to be efficient. Those positive intentions should be honored. But they cannot be accepted at face value without colluding with the system.

Effective Organization Development can help. OD is about improving human systems, which is best done by strengthening the human processes through which people get their work done. (Check out this Definition of OD at the Center for Human Systems for more about that.) These human processes are driven by beliefs that often are not expressly stated, so part of the work of the effective OD practitioner (and of anyone who is trying to improve human systems) is to uncover the beliefs that drive the human processes. In other words, negative, dysfunctional beliefs must be uncovered so that the human processes can truly be improved.

The $64,000 Question

Here is my question for you: How do you shine sunlight on underlying beliefs without everyone involved getting sunburned?

Update: Finding My Voice

By Susan on August 31, 2010 in Gratitude

While this has been the year of Finding My Voice (metaphorically speaking), this has also been the summer of finding my literal voice. I have received a huge amount of support around my talking to people and blogging about my recent diagnosis of Spasmodic Dysphonia (SD). I want to say Thank You and provide a brief update before we return to our Regularly Scheduled Programming.

A number of things have happened since I originally posted about this on August 10:

I have had two sessions with a Speech Pathologist

I have had two sessions so far with a Speech Pathologist, and so far they seem to be helping. A lot.

We are working to improve my breathing and resonance, and the exercises are similar in many ways to those I had to do when I took singing lessons years ago. (I suspect that my familiarity with the concepts helps the process, but I think anyone can learn this.)

The exercises are a pain in the ass to do and my cats sit up in alarm (or annoyance) and then leave the room. They (the exercises, not the cats) make me speak in what feels like an unnatural way, but I am finding that, when I have done them, speaking in a new way comes more easily.

I have continued talking to people

I have continued talking to people around me about the process, and about my fears (and my successes) and that has also been helping. A lot.

As a result, I have gotten a HUGE amount of support. That support ranges from people reminding me to do my exercises to being patient with me on calls while I practice saying something, to providing me with feedback. People are telling me that they can already hear a difference in my speaking voice and that it sounds more even and less strained (at least some of the time!).

I am also learning more about how people perceive(d) my speaking voice. Some people have said that they never really paid attention to it; another told me that once she knew what was going on with my voice, she stopped hearing it. Not that she stopped hearing me, but she stopped noticing my voice and wondering what was going on – Why was my voice breaking? Was I upset? Was I OK?

I also received a lovely comment on my blog post from a woman who has had SD for years, and who is a trainer by profession. She said that now she tells her clients and students up front about her voice, and they are wonderfully patient and supportive.

I have joined a choir!

After my diagnosis, I immediately began looking for a group to sing with. I found the Broadway Chorus, a local community chorus, which meets about four blocks from my home. I took myself in hand and went to the signups; the director tested me and determined that I am (still) a First Soprano (much to my surprise). We just had our first rehearsal, and it was heaven to be singing again. It was a mixed bag in terms of how I did – sometimes doing better than I expected and other times thinking, “Yikes, did I make that sound?” But this is going to be a Very Good Thing. It will strengthen my voice, and my confidence, and it serves to remind me that there is more to my voice than how it sounds when I talk. Besides, singing is such a joy.

Oh, and the irony of the theme of our first program isn’t lost on me: It is the chorus’s 20th anniversary this year, and the theme is: Can’t Help Singing.

I am practicing Compassion with myself

This whole process continues to give me the opportunity to practice compassion with myself. I don’t perfectly employ the techniques I am learning, but I keep trying. I’ll do better next time.

Someone once said that “the difference between procrastination and time off is intent.” Well, the difference between being gentle on myself when I fail and having a lack of ambition is Compassion. (And Persistence.) Being compassionate with myself doesn’t mean I don’t keep trying. It just means there is no whipping involved.

I faced the opportunity to reaffirm my decision – and passed the test

As I came to the end of my group health insurance coverage under the federal COBRA program at the end of August, I spent a rather intense week researching my options. It looked at one point as if my diagnosis of Spasmodic Dysphonia 37 days before the end of my group coverage meant that I have a Pre-Existing Condition that would cost me another $200 per month in premiums when I switch to an individual policy. I reached a pivotal moment when I had to ask myself, “Was I a complete and utter FOOL to pursue this when I did, rather than waiting for another month?” And I embraced my decision. I was able to say, “No, I did what I needed to do when I was ready to do it.” (It also helped that several friends and family members reinforced that; not one said, “Boy, you really messed up the timing on that one!” Thank You!)

Oh, and it turns out I am eligible for extended group coverage through Cal COBRA. At almost the exact moment I embraced my decision, I got a call from my insurance carrier saying, “Oops, we’re sorry, we gave you incorrect information, you’re eligible to keep your group coverage after all.” Was that whole exercise just a Cosmic Test?

I am taking steps

I am actively working on developing a workshop I will lead; I am not letting my voice be an obstacle (or an excuse). More on that later.

I am more than my voice

If I believe that, then I have to let that More shine, and be confident in that shining. That’s kind of scary. And exciting. I have to embrace my voice. It is part of me.

Well, that wasn’t so brief after all. (Surprise!) Thank You, Thank You, Thank You to all of you who have been so supportive and who have helped me along this journey. I will continue to update you on my progress.

Now we return to our Regularly Scheduled Programming…

Freedom to Believe – and Freedom from Beliefs

By Susan on August 13, 2010 in Sound and Current Data

Martin Amis said something interesting about writers in a recent interview with Charlie Rose. When describing a friend who is a writer, he stated that he felt this writer’s gift had really blossomed when he stopped defending Marxism. His point was not about Marxism, it was about writing from a standpoint of ideology: “Writing is freedom. If you’ve got some Commissar staring over your shoulder, you’re not free. If you have some consensus that you’re loyal to, you’re not free.”

I think he makes an interesting point: One may have extraordinary gifts, but if one looks at the world through a specific lens, then everything one writes is going to be unconsciously edited to support or promote that viewpoint. If, however, one can achieve a perspective of being open to many perspectives, then one can be free to consider many viewpoints, many possible outcomes, and one can authentically create various characters.

This requires an ability to perceive and accept different shades of gray. It does not allow for black-and-white thinking.

I think this applies not only to writing, but to many things: To leadership, to management, to relationships, to creativity; to the choices we make, to the paths we follow, to the way we encourage ourselves to succeed or prevent ourselves from succeeding.

The lens through which we look at the world consists of the beliefs we hold – beliefs we often take for granted. And those beliefs may or may not be grounded in sound and current data.

True freedom begins with identifying our beliefs. It then requires that we examine those beliefs and ask ourselves where they came from and whether they are valid.

Identifying one’s beliefs is harder than it sounds. This is because beliefs are like a layer cake, or like the layers of the earth. There are conscious beliefs that are easy to identify. But there are other, deeper beliefs that we can only reach by digging. How do we do that? By asking questions, especially “Why?”

If one is willing to pay attention to one’s statements and actions and ask, “Why?” – “Why did I do that?” or “Why do I think that?” and “How do I know that?” – then one can begin to peel back layers and open curtains. Only then can we examine our beliefs – by first identifying them – and decide whether they are valid.

I am reminded of a story I once heard, and I will paraphrase it here. There once was a woman who was teaching her daughter how to prepare a pot roast. “First, you must cut the ends off,” she said. “Why?” her daughter asked. “Because they’re no good,” the mother replied. “But they look fine,” the daughter said. “Well, that’s how my mother taught me,” the mother said in exasperation. Curious, the daughter later asked her grandmother about this. The grandmother burst out laughing and said, “I only had a small roasting pan, and the roasts wouldn’t fit in it if I didn’t trim them!”

The process of questioning our beliefs requires curiosity. And curiosity requires being open to chaos – or at least being at the edge of chaos – where things change our knowledge and our perceptions of the world shift. And that requires groundedness, a belief (ironic, isn’t it?) that change is not death, that I will go on and be OK even if I change, if I change my mind, if the world around me changes. I don’t have to control everything in order to go on.

Don’t get me wrong: I am not suggesting that we go through life without beliefs. What I am suggesting is that we examine those beliefs so that we can consciously decide whether they are serving us or we are serving them.

As I said in my ebook, beliefs can be the seatbelt that keeps us from going through the windshield when life slams into us. They can be guideposts that help us choose what road to take. If we hold on to them too tightly, they can become a platform that we feel we must defend and even evangelize. If they are mistaken, they can send us down the wrong path. They can become unnecessary obstacles.

Here is an example from my own life: I believed that my gravelly, strangled-sounding voice prevented me from having an effective career presenting workshops and webinars, coaching, and facilitating meetings. Why? Because I believed people wouldn’t want to listen to me, and that they would not respect me because of how I sounded. Why? Because I hated listening to myself. Did I have any sound and current data about this? No. In fact, people were giving me unsolicited praise about my skills. I also created a double bind for myself: Because I had not done enough research and my voice had not been successfully diagnosed, I believed that there was no treatment for my voice. More specifically, the only treatment I knew of was unappealing. So therefore I had “real” obstacles to doing work I wanted to do. Once I did get more information, however, I found there were possibilities for improving my voice. So my beliefs on both counts were mistaken and created unnecessary obstacles.

If you had asked me if I believed these things, I probably would have said No – at least initially. Reflexively. It wasn’t until I examined the situation and the difference between my words and my actions that my beliefs became clearer. Often our words and our beliefs are consistent, but they may still be unfounded.

I am not going to ask you what you believe, at least not right now. But I will ask you this: How do you know what you believe? Are your actions consistent with what you say you believe? Have you ever let go of a belief? Are you willing to wonder?

Fear and Loathing and Compassion – for My Voice

By Susan on August 10, 2010 in Fear

Fear. Hope. Joy. Grief. Tears. Why, I asked myself, am I all a jumble?

Driving home from a doctor appointment I was flooded with emotions, and all I wanted to do was have a good cry. But why? Were they tears of fear? Of relief? Of joy? If fear, fear of what? Fear of no longer having any excuses?

For about ten years my speaking voice has been deteriorating.

For about ten years my speaking voice has been deteriorating. It began with just sounding strained, sometimes raspy or gravelly. It has progressed to the point where my voice breaks, stopping and starting, and it takes a great deal of effort at times to force words out.

When the troubles started, I had been working for several years as a recruiter and salesperson – interviewing candidates, meeting clients, negotiating placements, and making follow-up calls. In other words, I talked for a living. And I loved it. I had what was for me, at the time, the best job in the world.

I thought at first that maybe I had worn my voice out from talking too much. It didn’t hurt – it just didn’t work right.

It grew gradually worse, and I wondered about various possible causes. Was it stress? Was it that I lived for a year in a sick (moldy) house? Was it the result of 20 years of second-hand cigarette smoke? The symptoms didn’t go away as possible causes were eliminated, and various doctors couldn’t agree. I eventually resigned myself to living with it, although it was embarrassing: Customers would ask if I was feeling well, and family members would ask if I was upset about something.

Certain words were especially hard to say: Hello. Susan Blake. Salad. Oddly enough, though, I could still sing.

It continued to get worse. Sometimes it was fine, but it got increasingly harder to have conversations, especially on the phone. Certain words were especially hard to say: Hello. Susan Blake. Salad. Basically any word with an emphasis on a syllable with a vowel in it – which is most of them. The vowel just wouldn’t come out. And the harder I tried the worse it got.

Oddly enough, though, I could still sing.

I didn’t let it stop me. My job (a different one by then) was eliminated in 2009, and I jumped into working from home – which involved a lot of phone calls and meetings. Oh well. You do what you’ve gotta do, right?

Then something interesting happened. I was at a conference, chatting with several people, and one of them took me aside and said she had noticed my voice, and told me that she used to sound like me. She asked if I had been diagnosed, and I said No, I had been to several doctors but they hadn’t come up with anything. She nodded, and told me that she had been diagnosed with Spasmodic Dysphonia, a neurological disorder that causes the vocal cords to spasm. She was being treated with botox shots to the vocal cords. (Eeew!)

That was interesting, even exciting, but I did nothing – ignoring the situation and attempting to power through it.

Almost a year later, another woman took me aside and told me the same thing. She passed the names of some specialists along, but I still did nothing.

Even though I knew there was a good chance that I had a real physical condition, I didn’t pursue getting an official diagnosis. I gave myself a lot of reasons.

Even though I knew there was a good chance that I had a real physical condition, I didn’t pursue getting an official diagnosis. I gave myself a lot of reasons – I didn’t want botox shots in my vocal cords. I was afraid I would no longer be able to sing. I haven’t sung in a choir in years, but singing has always been an important part of my life. I told myself that getting diagnosed with something that might be considered a pre-existing condition while I am getting my health insurance through COBRA might make it difficult, or impossible, or at least ridiculously expensive, to get individual coverage later. I said it didn’t matter how my voice sounds, even though the work I am pursuing involves a lot of group facilitation and public speaking, since I am getting lots of unsolicited praise for my coaching and facilitation skills. Also, several people – including intuitive coaches – told me that when I found my “true voice” my vocal problems would clear up. Part of me believed that.

I heard a recording of myself participating in a webinar, and I HATED the way my voice sounded.

My symptoms continued to grow worse, and I got tired of getting on the phone with someone new and having them say, “I don’t think we have a good connection, you’re breaking up. Can I call you back?” “No,” I would say, “It’s just my goofy voice.” Then, one day not long ago, I heard a recording of myself participating in a webinar, and I HATED the way my voice sounded. More than the normal “Ugh, is that really how I sound?” that most people experience, it was horrible.

So when I met a voice coach through an online community of which I am member, and she sent me a coupon for a voice coaching session, I said, “Why not?” After all, I pay attention to coincidences. We scheduled the call, and I completed her questionnaire – including information about my voice and the two people who had suggested it might be Spasmodic Dysphonia.

She cancelled the appointment – rightly – because I had an Undiagnosed Medical Condition.

I was crushed. I completely understood – and yet, I was surprised by how disappointed I was. And I was surprised that I was surprised. But I had finally admitted how much my voice bothered me.

I shared all of this with my sister, who sent me a link to a recent NPR story about a woman who had lost her voice and was diagnosed with another form of dysphonia. She visited a specialist who diagnosed her and treated her with a special massage of her vocal cords and neck. I listened to the interview and the vocal exercises the doctor gave her, and when she spoke clearly for the first time I burst into tears.

Which surprised me.

And that surprised me. (Hmmm, see a pattern here?) I have hated the sound of my voice for a long time but I thought that nothing could be done, so I stuffed it. I was beginning to have hope that maybe something could be done – and I was terrified.

Hope can be a terrible thing.

Hope can be a terrible thing. Not in the sense that it keeps you from acting, waiting for a miracle (which it can, which is a terrible thing), but because it takes courage to hope and act on it in spite of your fears. And once you let the genie out of the bottle…

Well, the genie was definitely out of the bottle. After a few days of just being with that, I screwed up my courage and made an appointment with my doctor and asked her for a referral to an Ear, Nose and Throat specialist. She gave me one, with her blessing, and I made an appointment.

I was terrified all week before the appointment – terrified that he wouldn’t be able to help me and my hopes would be dashed, that the only option would be botox shots, that the botox would ruin my ability to sing. But I was committed to going. And I did something important: I talked about it. I told people about what I was doing, made myself and my fears visible, and I asked for support. (And I joked with colleagues that if the specialist couldn’t help me, perhaps I would become The Singing Facilitator.)

Then my cousin was diagnosed with a brain tumor. And it occurred to me that maybe my problem was pretty small in comparison.

It occurred to me that perhaps instead of hating my voice I might consider thinking of it with compassion.

And after a conversation with a Buddhist friend about the importance of compassion, especially for ourselves, it occurred to me that perhaps instead of hating my voice I might consider thinking of it with compassion. This wouldn’t change my plan, but it could change my attitude.

So I went to the specialist. I told him my story (the short version), and he said that just from listening to me he suspected that I did indeed have Spasmodic Dysphonia (SD). There is no cure for SD, but it is now recognized as a physical, neurological ailment that is not resolved through counseling or psychiatric methods. There is no cure, but the accepted treatment of the symptoms is botox shots to the vocal cords. (“Eeew,” I said.) Treatment at his clinic also includes working with a speech pathologist to unlearn various compensatory behaviors that people develop to try to force words out. (I get that – I had to unlearn protective and compensating habits years ago when recovering from shoulder surgery). He asked me to schedule a session with the speech pathologist for testing and an official diagnosis.

I told him that singing is very important to me, and asked if the botox injections would affect my ability to sing. He admitted that he did not know, and said he would email some other specialists and ask on my behalf. Cool. I also asked if anyone was doing anything with acupuncture, and again he did not know. (A doctor who will admit he does not know something gets a lot of points as far as I’m concerned.)

What is this about? Fear? Joy? Relief? Grief?

But all the way home, I just wanted to pull over and have a good cry. Why was I all in a jumble? I asked myself, “What is this about?” Fear? Fear of what? Fear of the treatment? Fear of it not working? Fear of losing the ability to sing, which comes from my soul? Fear of no longer having a reason to hate myself (my voice)? Fear of no longer having excuses to pursue my goals of public speaking, facilitating and coaching? Fear of giving up certain beliefs, even if they were bullshit? Were they tears of joy? Of relief? Of grief? Or all of the above?

Driving home I was listening to the soundtrack from The Beatles LOVE, which is a brilliant re-work of Beatles songs and snippets that blend in and out of each other in an amazing jumble, and it was so appropriate. Chaos in the music, chaos in my head – but not quite, because it all fit together. More like the edge of chaos, about which I’ve written just recently. You have to be willing to be at the edge of chaos for something new to happen. I was definitely at the edge of chaos – at the very least.

You have to be willing to be at the edge of chaos for something new to happen.

I didn’t let myself have that good cry until the next night, and what a Wail Fest it was. Why? Grief. And Relief. And Hope and Fear and Joy. There was a lot of letting go to do. Letting go of the denial: I have something for which there currently is no cure. Even with the botox, my voice will never be the same. Letting go of the idea that there was someone to blame – that it was all the result of my late husband’s smoking, or that it was my fault – the result of stress (stress of being a caregiver, stress of my husband’s death, job stress, loss-of-job stress) – or that it was the result of confidence issues, or of stuffing my wishes and my voice in favor of others and that I just hadn’t done enough work on myself – when, in fact, I have made choices consciously and without regret, and I am in a very good place. My voice isn’t broken because I’m maladjusted. There is no one to blame.

There is no one to blame… but I have let this be an excuse.

But I have let this be an excuse. I had to admit maybe I haven’t finished transcribing the 47 interviews I did for a very cool research project last year, not because I’m So Busy starting my own business, but because I so hated listening to my own voice. I had to admit that I have hesitated to take steps to launch my own workshops and record webinar products because of my voice. I was embarrassed at myself, and I grieved for the lost time.

And in the midst of all those tears, I found compassion. Compassion for myself. Compassion for my voice. I didn’t break my voice. And it helped to think that my voice certainly didn’t want to be broken, and it wasn’t trying to send me a message. My speaking voice is just broken.

I also remembered something I had learned years ago: I didn’t Cause it, I can’t Cure it, and I can’t Control it. But I can Contribute to making it worse – and hopefully to making it better.

Before I went for the testing with the speech pathologist, I did some research, and I wrote to the clinic featured in the NPR story. Various members of my family have sent me links to research on acupuncture as a treatment for SD. I spoke with a friend who is a professional singer and voice coach, and it turns out that she has worked with several people with varying degrees of SD. She helps them first to strengthen their singing voices and place them in “the mask” rather than sing from their throat – I totally get that, having studied voice for three years in college – and then she helps them learn to speak through that place as well. Hmmm.

She had me sing Happy Birthday. Even singing with a tube down my nose she said I gave her goose bumps.

I met with the speech pathologist, and she agreed that I have all the hallmarks of SD, with no nodules or irritation on the vocal cords, and no dire diseases. She recorded me reading some scripted material, and then she did various tests involving scopes down my throat and up my nose. I had also explained to her about the importance of being able to sing, and she had me sing Happy Birthday. Even singing with a tube down my nose she said I gave her goose bumps.

It was very interesting seeing how the vocal cords spasm when I talk but not when I sing. It turns out that speech is controlled by a different part of the brain than singing, which is why it is not unusual for people with SD (and people who stutter) to still be able to sing.

She was all in favor of the botox shots, but she also understood my hesitance. She offered to round up some patients for me to talk to, and she also suggested I do some searches on YouTube because there are a lot of videos there of people with SD and there might be some before/after videos. I have homework.

I also asked her about the work she does to help people unlearn bad speech habits they’ve acquired. She explained that she helps them learn to place their voices differently, usually in conjunction with the botox treatments. She has also done some work with singers who have damaged their vocal cords through how they speak, training them to speak more like how they sing. Bingo. The work she described is somewhat similar to what my friend does (and is covered by insurance) so I asked if we could just start with that – knowing that statistically voice therapy alone isn’t as useful as the combination – and she said yes. So I have an appointment for my first voice therapy session with her. Since I have had some voice training in the past, maybe I will have an advantage.

When I shared all of this with my family, one of my brothers, who is a musician and has also studied voice, wrote: “My singing instructor used to say, Good speech is half sung.” Hmmm.

Lessons… Why do there always have to be lessons?

I have learned a lot of painful lessons through this process – many of which I thought I already knew:

Denial is a powerful thing.
Sometimes our reasons (excuses) for doing something – or not – are not what we thought.
It’s all too easy to believe something is my fault – even though I have no sound and current data to support that.
More than one thing can be true at once.
I have to be willing to be at the edge of chaos for something new to happen.
I didn’t Cause it, I can’t Cure it, and I can’t Control it. But I can Contribute to making it worse – and hopefully to making it better.
Talking about my fears makes them look smaller, and sunshine is the best disinfectant.
Caring is dangerous. Live dangerously.

Caring is dangerous. Live dangerously.

I make my living partly with my voice, but I sing for joy. I’m not ready to trade the joy in on the living yet. But I am going to do everything I can to improve my speaking voice – I have gifts to share and I cannot let this stop me. It’s scary; I don’t know what will happen. But there is no spoon. I can’t control this disease, yet there are things I can do. Maybe I will learn how to speak like a soprano. (Not to be confused with The Sopranos.) If I can focus on joy and the Wonder that is my purpose and bring them to re-learning to speak, maybe I can beat the statistics. I may end up getting the botox shots, or maybe I will become The Singing Facilitator.

I have dreams, and I can make them come true. The process has begun. No excuses, only choices.

I may have to put my money where my mouth is and find a choir to join.

Creativity, Problem Solving and Apple Pie with Cheddar Cheese

By Susan on July 25, 2010 in Creativity

I don’t like salads with apples in them.

I just don’t. It’s a quirk, I admit it. I love apples, though, and the handy-dandy apple slicer that you place over your apple and push down to core and slice your apple in one easy motion changed my eating habits forever. (That and my salad spinner.)

So why would I even think about, much less LOVE, a grilled steak and cheese sandwich with sliced apples in it?

Well, I was making lunch the other day and looking for inspiration in the refrigerator. I found the remains of a piece of steak, some cheddar cheese, and some good bread. Sounded like a good sandwich to me. I wanted to put something green in it to give it a little zip, though, and I didn’t have any greens. (OK, I did, but they weren’t green any more and they were in the garbage.) But I did have some apples (Granny Smiths, to be exact).

What made me think about slicing an apple ever so thinly and putting some slices in my sandwich? I don’t know, aside from the fact that I hadn’t eaten an apple in a while and I didn’t want to have a plain bread-and-meat-and-cheese sandwich. I wanted something just a little healthier. I thought about the apples in the fridge, and at first I thought, “Eeeew.” But then I thought about apple pie with cheddar cheese on it, and I thought about a nice grilled sandwich, and I decided to give it a try.

That was a darn good sandwich! Everything was nicely warmed through and the cheese was nice and gooey and the apples weren’t hard and cold and edgy; they were warm but still crisp and apple-y. In fact, it was so good that I made it again the next day and it was good the second time, too.

It’s not about my food habits and quirky tastes. It’s about creativity.

You might be wondering why I’m telling you this. It’s not about my food habits and quirky tastes. It’s about creativity. And about being willing to try something new.

I learned something important about creativity and problem solving from this: Although sometimes the best solution is something completely new and disruptive, sometimes the best solution is something that works in another context but hasn’t yet been tried in this context.

When was the last time you were stuck for ideas, and the only idea you had was so far-fetched that you didn’t think anyone would try it? Or it was so far-fetched that you wouldn’t even try it?

The next time you – or your client – is stuck between a rock and a hard place, think up a crazy idea and ask yourself, “Is there a connection to something else here that makes this reasonable?” (Like apple pie with cheddar cheese.) Or, ask yourself, “What can I do to the old solution to change it just a couple of notches so that it works here?”

I’d love to hear from you about a time you came up with a solution to a problem by thinking of a connection that made sense in another context.

What Is Like a Muscle?

By Susan on July 19, 2010 in Creativity

I noticed a pattern recently in things I hadn’t previously thought of as related: Courage, Creativity, and Belief. I’d like to get your thoughts on it, and see where else we can take it.

A while back I heard the quote, “Courage is like a muscle,” and I was quite taken with it. The idea is that exercising a muscle is difficult at first, but the more you use it, the more you can use it. It’s easy to be timid, to play it safe, and harder to take risks, to be visible. But the more you take those risks, the more realize you can do it, and the fears you had were either unfounded, no longer relevant, or just not that important. You become able to act despite fear, and you become able to do more, go further, and push the envelope.

So I noticed when, early last year, Reut Schwartz-Hebron posed a question about habits vs. abilities in her (now closed) KindExcellence blog and a related LinkedIn discussion. She opened with:

“We are capable of innovation but we don’t always bother to innovate. We can be empathic and kind, but we are often not.”

Just because we can do something doesn’t mean we will put it into practice when the time is right, even if in retrospect we think it was the “right” or more effective thing to do.”

She went on to ask for examples of effective habits, and examples of situations in which a leader had an ability but did not apply it – and asked whether anything else was missing other than having an effective habit in place.

I commented that “a key habit is courage. Yes, it is a habit, not just a quality. Someone once said that courage is like a muscle and must be exercised regularly. This is true for anything that becomes a habit.   In that vein, I think that often managers fail to lead due to a weakness in their courage muscle. Whether in being willing to give credit where credit is due, or to take a stand, no matter how small, courage is the habit that supports so many other actions.”

This prompted Reut to write related blog post on “Courage As A Stepping Stone for Innovation” and asked people to expand on whether they thought courage was a habit and what other such habits might be required for people to be effective innovators or change facilitators.

I was actually surprised how many people disagreed! Many did agree, but many felt that courage was not required for creativity – you just did it (creativity) or you didn’t – or that courage was not a habit – either you had it or you didn’t and it is only called out in extraordinary situations – like the soldier who carries his or her comrades to safety while under fire, or the mother who lifts a car off of her child.

But I’ll go out on a limb and stand by the idea that it is a habit that can be developed by exercising that muscle. Sometimes people who have never been courageous before do stand up and make a courageous act, large or small – just like some who has never been interested in fitness may go to a yoga class and then decide to continue in that vein.

Recently a series of tweets from Linda Naiman caught my eye. Linda writes and consults on the subject of creativity. Some of her comments included:

“Learning to be creative is akin to learning a sport. It requires practice to develop the right muscles.”

and

“Business leaders are adopting the principles and practices of art and design to build creative muscles in their organizations.”

Linda has also written posts highlighting the connection between risk-taking, leadership and creativity, as well as exploring the notion that creativity and innovation in organizations are often viewed as dangerous:

“Creativity is fostered in organizational cultures that value independent thinking, risk-taking, and leadership.”

and

“Root fears present re creativity and innovation are fears of change risk and failure.”

Then Johnny B. Truant made me sit up this week (which is not unusual) when he re-published a blog post about the importance of belief. In particular, he stated that the obstacles that we let stop us only stop us because we believe in them – or believe in our inability to overcome them. He says,

“And if you stop projecting false problems in your path – or panicking about something that might happen – then you’ll soon discover that you’ll build a sense of surety within yourself that you can learn to trust, and that will keep you on that true path.” (This is what I was talking about in my post, Suspend Disbelief.)

But here’s what really made me sit up:

“Belief is like a muscle. You have to build it over time, and it all starts with telling yourself that something you fear or that appears to be in your way isn’t really there. If it is, fine. Take the hit and adjust. But I’ll bet that a bunch of times you’ll walk right through it – no harm, no foul.”

Suddenly I saw a pattern emerging:

Courage is a muscle.

Courage is required for Creativity.

Creativity is a muscle.

Creativity requires positive beliefs in our ability, or at least a suspension of disbeliefs in our inability.

Belief is a muscle.

Belief takes a certain amount of courage.

Hmmmm.

I am one of those who believes that everyone is creative, but they may need help to be courageous about it, to believe in themselves, and to develop those habits.

What else is like a muscle? Let’s see if we can find more patterns, or expand on this one.

Jazz Requires Systems Thinking – and Living at the Edge of Chaos

By Susan on July 12, 2010 in Systems Thinking

The other day I was talking to a friend who loves jazz, and it got me thinking.

One of the many things we touched on is how, unlike classical music, which is played pretty much as written on the page, jazz is by nature improvisational. This means that players weave an ever-changing tapestry around a single theme. It is a group discussion, where participants take turns talking. Like a group discussion, it works best when all of the participants listen to each other and respect each other’s turns.

I was reminded of how I recently saw a foursome comprised of McCoy Tyner, Ravi Coltrane, Esperanza Spalding, and Francisco Mela, and how I was struck by how smoothly they managed the transitions between full-on playing by the group and solos supported by the others. The solos were long and far-ranging, sometimes played with clear intention and sometimes with wild abandon. The four clearly listened to each other playing, they played to support the others when it was not their solo, and they watched for signals about the transitions.

Jazz musicians enjoy a great deal of freedom but, like freedom in other contexts, it works best when that freedom is exercised with awareness of and respect for the other members of the group and for the group itself.

And within that context, magic can happen.

It occurred to me as we were talking that jazz requires systems thinking. It requires awareness of the system, and awareness of how changes affect that system.

It requires agreement from the participants to support the system and each other.

When participants don’t support each other and the system and they focus only on themselves, indulging in tunnel vision, the result is noise. Chaos.

And yet – jazz also requires living at the edge of chaos.

How aware are you of the systems of which you are a part? Whether the system is a work group, an organization, a committee, your family, or a sports team, how well does that system work if the members don’t think beyond themselves? At the same time, how flexible are those systems? Do they support creativity, innovation, improvisation?

Bird Brains -or- How Do Birds (and People) Learn?

By Susan on July 8, 2010 in Learning

My office looks out upon a patio garden that is twice as large as this room, and I spend a good deal of time here working – and contemplating the garden. The patio is enclosed by a six-foot privacy fence and shaded by a heritage Valley Oak. Over the years I have transformed (or more accurately, continually transform) it from an ivy-ridden rectangle filled with oak leaves and acorns to a miniature secret garden and wildlife sanctuary.

Two of my favorite features (which also drive me crazy) are a fountain and a bird feeder. The fountain I built several years ago from a large ceramic pot, and the bird feeder (and a separate hummingbird feeder) hang from a nearby post.

The fountain is a favorite with the birds, but it occasionally stymies them. The goldfinches were the first to figure out how to use it as a water source, landing on the spout and having a drink. The current spout also provides a spot where they can stand in the running water and cool their heels, which they often do in the summertime.

For more than a year I watched other small birds watch the goldfinches but never make the leap to perching on and drinking from the spout themselves. It wasn’t until last Spring that I saw various house finches and chickadees making the same use of it.

This morning a house finch visited who is apparently new to the neighborhood. A female (or juvenile) who may just be finishing molting, she has little tufts on her head that mimic a horned owl, giving her a slightly disheveled look. She landed on the edge of the fountain and spent a good part of the morning looking longingly at the stream of water coming from the spout. She hopped about on the edge, eyeing the stream, peering down at the water in the bowl, and flinching as water droplets would bounce up at her. She made numerous attempts to lean forward to drink from the bowl, but it was a big stretch and she often had trouble keeping her balance.

How Do Birds Learn?

Meanwhile, a male house finch, glorious with his red head and back, swooped down from the bird feeder, landed on the spout, and had a good long drink. Tufts watched him with her head cocked, and even hopped up and fluttered in the air while she watched. The male flew back to the bird feeder, but Tufts remained on the edge of the fountain, eyed the spout, and then continued reaching down for a drink. A few minutes later, the male came back for another drink. He clearly said something to her and looked at her while he drank. Tufts again watched him intently but again, after he flew away, she returned to stretching down, almost beyond her reach, to drink from the bowl.

How many times, I wondered, would she have to watch him before making the attempt herself? Just then, Tufts leapt off of the edge and into the bowl – and into the water. Much to her apparent surprise, she got rather wet. She flew up to the fence and shook herself off, and I swear I could see her frowning in contemplation. She hopped over to the bird feeder and munched for a few minutes, then flew back to the edge of the fountain – and hopped down into the water again. This time she hopped back up onto the edge, preened, stretched, and looked quite satisfied with herself.

Was her initial hop into the water an attempt to get at drink? Was it an unsuccessful attempt to land on the spout, or was it an end run? Was it her intention to take a bath, or was that just a serendipitous outcome? I’ve been sitting here for about two hours, and I haven’t yet seen her land on the spout. I have only watched her observing another bird drinking from the spout two times; how many times will she have to see it before she is willing to try it?

Maybe she will decide that the method favored by most other birds just isn’t for her. Maybe she thinks she is a much larger bird. (I have watched robins and blue jays drink from the edge of the fountain, but for them reaching the water is not such a stretch.) I have also seen other birds – hummingbirds and goldfinches – fly into the stream of water to get a bath. But I have never before watched a bird intentionally dunk itself in the water for a bath. Does she just not get it? Or is she afraid to try something new?

How Do People Learn?

How many times do we have to see someone do something before we work up the confidence to try it ourselves? How often do we fail at the attempt – or try an alternative – and end up accomplishing something entirely unexpected? And, how often does someone who has accomplished an act consciously demonstrate it for others, encouraging them to give it a try? How many times will they be willing to demonstrate until the student works up the courage to try – or courageously fails until finally succeeds? Certainly, being willing to live at the edge of chaos makes a difference.

* * *

Meanwhile, I am watching a goldfinch pull bits of cotton wool for nesting materials from the erstwhile suet feeder. She pulls and pulls and pulls, until she has a beakful that is nearly too large for her to take away. “Silly bird,” I thought, “why don’t you just make multiple trips?” Then I had to laugh at myself, thinking of all the times I have tried to carry more bags of groceries than I should, simply because I didn’t want to make multiple trips from the car to the house and I was fixated on what seemed to be the simplest solution.

In some ways, we’re not so different from the birds.

Creativity, Change, and the Edge of Chaos

By Susan on July 6, 2010 in Change

Not so long ago I wrote about chaos and our fear that chaos is the only possible outcome – and a negative one at that – of trying something new. In that post I wrote about the importance of suspending disbelief in the idea of a positive outcome. (You can read that post here.) I even went so far as to suggest that Chaos is not necessarily bad, at least as a transitional state.

Well, in a recent blog post at Rise of the Innerpreneur, Tara Joyce writes that Chaos is the result of too much structure – and the result of too little structure. What? Chaos as a result of too much structure? That’s right. Most of us would probably accept without a second thought the idea that Chaos is at least a possible result of too little structure. But with too much structure, a system strangles and the system fails, also leading to Chaos.

When a structure is changed or taken away, we fear chaos. I wrote about this in another blog post about my recent experience with circles. At a recent conference that was held in Open Space format, the typical conference structure did not exist. But that lack of structure did not result in Chaos: “It was somewhat uncomfortable, at least initially, for those who are more comfortable with Structure – even if they admitted it was only so they could resist that structure – but there was no Chaos.” There was likely no Chaos because the old, rigid structure was replaced with a different structure. Even a change of structure can feel like chaos must be just around the corner. But we have to live at the edge of chaos in order to change.

Tara makes an excellent point:

“Living at the edge of chaos

This is where life and creativity exist. They can’t be limited by too much structure or failed to let unfold in the moment through too much planning.

It’s a process of listening to, and trusting in, the ideas within us; then revealing those ideas through our action.”

I love that. The edge of chaos as an ideal state. In order to grow, in order to thrive, we must live at the edge of chaos, whether in business or elsewhere in life. I would also submit that living at the edge of chaos is an antidote to tunnel vision, which is a symptom of too much structure – in thinking and beliefs, and in human systems.

In my earlier post I proposed that Chaos is not necessarily a bad thing – as a transitional state. You know how when you start a major house-cleaning project, it always looks worse than when you started? That is Chaos as a transitional state. But maybe it is really the edge of chaos – it simply brings Chaos from being part of the wallpaper to being front-and-center while a new order is created.

At the end of my earlier post, I asked these questions:

Can we suspend our disbelief in the possibility that the outcome of trying something new can be anything other than anarchy, failure, or ridicule?

Can you suspend your disbelief long enough to give it a try?

Now I reframe those questions: Are you willing to live at the edge of chaos in order to make a space for creativity, change, growth?

And I add this question: Are you willing to help others step out onto the edge?

← Previous 1 … 10 11 12 13 Next →