{"id":6083,"date":"2018-10-02T11:24:57","date_gmt":"2018-10-02T16:24:57","guid":{"rendered":"https:\/\/translate-legacy.tangiblelaunchpad.com\/?p=6083"},"modified":"2020-07-26T11:31:00","modified_gmt":"2020-07-26T16:31:00","slug":"donuts-fishing-stories","status":"publish","type":"post","link":"https:\/\/translate-legacy.tangiblelaunchpad.com\/es\/2018\/10\/02\/donuts-fishing-stories\/","title":{"rendered":"Donuts, Fishing Stories, and Other Small Gestures: Ingredients for Meaningful Connections"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.4.1″ custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false”][et_pb_row _builder_version=”4.4.1″ custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false”][et_pb_column type=”4_4″ _builder_version=”4.4.1″][et_pb_post_title featured_image=”off” _builder_version=”4.4.1″ title_font=”|700|||||||” title_text_color=”#012060″][\/et_pb_post_title][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.4.1″ background_color=”rgba(0,0,0,0.1)” custom_margin=”0px||0px||false|false” custom_padding=”50px||50px||false|false” custom_css_main_element=”display: flex;||flex-direction: column;||” border_radii=”off|10px|10px||”][et_pb_row _builder_version=”4.4.1″ width=”90%” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false”][et_pb_column type=”4_4″ _builder_version=”4.4.1″][et_pb_image src=”https:\/\/translate-legacy.tangiblelaunchpad.com\/wp-content\/uploads\/2020\/07\/Donuts-and-Fishing-Stories-1200×700-1.png” _builder_version=”4.4.1″][\/et_pb_image][et_pb_text _builder_version=”4.4.1″ text_orientation=”justified”]The Question<\/strong><\/p>\n

So far in my career, I have developed and implemented technical training programs for hundreds of facilities management staff across the country. It\u2019s my passion, and it\u2019s what keeps me up at night (in a good way). But just because I\u2019m passionate about this line of work doesn\u2019t mean it comes without challenges.<\/p>\n

I was recently asked how I gain trust with operations and maintenance (O&M) teams when implementing a technical training program for them. Great question.<\/p>\n

Simply answered, donuts.<\/p>\n

We laughed at my response, but I was being serious.<\/p>\n

Along the same line, I\u2019ve also been asked how I teach someone that doesn\u2019t want to be taught. Another great question. Again, it comes down to donuts and other small gestures.<\/p>\n

One of these things\u2026<\/strong><\/p>\n

On the outside, I don\u2019t look anything like a typical facility manager, who, according to the Department of Labor, is a 50-year-old white male that has spent most of his career in a mechanical room. Digging deeper, the typical facility manager and I come from different career paths and educational backgrounds. Our working days tend to be drastically different from one another. Digging deeper still, we likely have different personal interests and hobbies, although not always. But, more often than not, we \u201cget\u201d each other.<\/p>\n

Realizing the obvious and visible differences between most of my clients and me, I tackle them head on. Most of the time, I\u2019m hired by their leadership (an executive) to improve operational efficiencies. From the perspective of someone that has spent the equivalent of my life in facilities management, someone like me can offer them little value in job training. I get it, and I don\u2019t ever assume that I know more than those I am training. My only assumption is that we have different perspectives, and there might be an opportunity for us to help one another.<\/p>\n

Fishing stories are more effective than surveys.<\/strong><\/p>\n

Rarely do I enter a utility plant without a box of fresh donuts in hand. It\u2019s not a bribe, trick, or plea. It\u2019s rapport – a small, but thoughtful gesture.<\/p>\n

This small gesture has the ability to disarm my audience when we can \u201cbreak bread\u201d together. If I\u2019m going to spend the next 1-4 hours with these guys, and on their turf, then I better bring something to say thank you. By demonstrating a token of appreciation (and them accepting it), we are humanizing our relationship.<\/p>\n

But what\u2019s interesting is I have proof of my observations. After every training session, I ask participants to complete a quick and anonymous survey so that I can improve my delivery and content. Some of the most candid and critical comments I have ever received had to do with food. In one session, 3 out of the 4 participants insisted that I bring a different brand of donuts \u2013 Yelp had failed me.<\/p>\n

In the \u201cother comments\u201d section, I\u2019ve received feedback like, \u201cbring coffee with the donuts\u201d or my personal favorite, \u201cnot all of us drink coffee \u2013 some of us are tea drinkers.\u201d At first, I was offended. I just spent half the day discussing theory and fundamental principles of fluid mechanics and thermodynamics, and the guys want to poke holes in my catering selection. Perfect. After further consideration, I took them seriously. I asked them to be honest and let me know how to improve \u2013 donuts and coffee seemed reasonably fixable.<\/p>\n

I decided to take every offered comment seriously. Your experience might be different than mine, but I\u2019ve observed that the facility manager\u2019s role is to be unseen. He only receives attention when something is seriously wrong. Consequently, people aren\u2019t seeking them out in hallways and mechanical rooms to ask them their donut preference or about their weekend plans.<\/p>\n

I came to realize that the more time I am willing to offer the facilities management team, the more focused and intentional they become in training. This means I listen to all the fishing stories, the hunting adventures in the \u201cdeer woods\u201d, reports on the latest and greatest boats, rifles, hand guns, trailers, turkey calls, duck calls, and lawn equipment. I eat it up. If all else fails we discuss the great neutralizer – grandbabies. Some topics I connect with better than others, but I sincerely enjoy getting to know every crew I work with.<\/p>\n

After practicing this approach a few times, I started realizing the O&M staff coming to me with their ideas, suggestions, questions, and concerns. I was getting flooded with in-person feedback that my surveys would have never captured. They even began to call and email me with random work thoughts or to talk through an issue. I built rapport with these guys, and they trusted that I had their best interest at heart.<\/p>\n

How to Build (and Re-Build) Trust<\/strong><\/p>\n

Earlier this year, I watched Frances Frei (Uber) deliver a TED2018 talk (you should\u00a0<\/span>watch it<\/span><\/a>\u00a0<\/span>if you haven\u2019t already) on building (and re-building) trust. Months have passed, but her words still creep into my thoughts most days. Frei spoke of Uber\u2019s journey toward redemption after the company\u2019s recent sexual harassment and data breach scandals. She used Uber\u2019s journey as a learning opportunity for the audience and presented 3 components of trust: authenticity, rigor in logic, and empathy.<\/p>\n

Donuts might offer a gateway to conversation, but they don\u2019t directly engender an environment of trust. They don\u2019t reveal authenticity, improve logic, or encourage empathy. These components of trust are formed through meaningful, personal interactions \u2013 through conversations about the person and conversations about the work.<\/p>\n

Frei explains that the most common wobble (in the 3-sided trust triangle) is empathy. People don\u2019t believe that others are sincerely in it for them. Upon first introductions, technicians don\u2019t believe that I am there for them and their best interest. I must prove this through my behavior \u2013 distraction-free, one-on-one, selfless interaction that focuses on them. Some nuts are harder to crack than others, but I love a challenge. My approach is simple \u2013 \u201chow can I help?\u201d. Sometimes my help involves listening to a personal anecdote, and sometimes my help is a teaching moment on how to improve equipment efficiency and facility operations. Either way, offering my full and undivided attention to solely help them is how I display empathy, and it works because it\u2019s real.<\/p>\n

The second trust component is logic. This side will wobble if the fact pattern is weak or if it\u2019s not well communicated. I don\u2019t pretend to be an expert in all subjects in which I train. In fact, many times I bring in a guest trainer who is a true subject matter expert to help me teach on the subject. I am, however, an expert in connections. I\u2019ve been incredibly fortunate in my career to have worked on exciting projects with innovative technology across multiple industries. This type of exposure enables me to pull from a Rolodex of case studies, white papers, research material, and other training content that I then use during classroom and field sessions. I connect my audience with the material that is most relevant and relatable to them. I don\u2019t have to always know all the right answers (although, this helps); however, I at least need to know where to find them and how to communicate them. I\u2019ve witnessed scenarios where trust was obliterated because someone postured as though they were certain of all the facts, but it was later revealed that this knowledge was surface level only.<\/p>\n

The other component of logic is communication. With technicians and operators, I value their time because it is precious. They have a critical institution to run, and I\u2019m impeding their work flow. Recognizing my intrusion into their work environment, I always offer clear and concise communication on the front-end of our sessions. The training topic is defined and then reinforced with supporting logic and research. Then, real-world issues are presented with immediate solutions. No fluff. We don\u2019t work through the theory of how to get to the equation \u2013 we work the equation to solve actual problems. I also teach in their language, which varies from facility to facility. Operations and maintenance has its own language, and within it are subsets of local vernacular. Never do I impose my terms and acronyms on my audience \u2013 that\u2019s confusing and wastes time. Instead, we speak in the language they are accustomed to and use with one another, which usually becomes evident the first day of training. I don\u2019t care if they insist on \u201ctemperature difference\u201d instead of \u201cdelta T\u201d \u2013 I care that they know what it is and how to use this data point for diagnostics.<\/p>\n

The last leg is authenticity. Like I said before, I don\u2019t look or act like the typical facility manager. I also don\u2019t pretend to be or look like someone I\u2019m not. You\u2019ll sooner find a laptop in my hands before you\u2019ll find a wrench. Unless I\u2019m on a construction site, you\u2019ll find me in a pair of heels, not steel-toed boots. I don\u2019t fish on the weekends, but my grandad once did, and I always loved his fishing stories. In fact, he bought me my first fishing pole \u2013 fabulously pink and decorated with Barbie decals. Never have I been called at 2am to come look at a chiller, generator, or boiler. But I\u2019ll be there the next day to figure out how to avoid those calls in the future. I\u2019m not a technician, and I probably won\u2019t ever be one; however, I am committed to empowering those that choose this profession.<\/p>\n

Final Thoughts<\/strong><\/p>\n

With each new project comes a new beginning and new opportunity. Some of them are more challenging than others, but every O&M team that I have ever had the privilege of working with has taught me something, usually something of significance that I can use and pass on to others. No matter the size of the team or the location of the facility, they all share something in common \u2013 they want to do good work. My mission is to empower them to do more of it.<\/p>\n

About me:<\/strong>\u00a0I have been responsible for the development and management of over $370 million in specialized energy solutions and infrastructure projects. Since starting my career in healthcare engineering consulting, I have provided healthcare facility managers with the tools and resources they need to make data-driven, well-informed decisions that improve their energy efficiency, building performance, and facility operations. The most recent of these solutions is a healthcare facilities operation and maintenance training program, the first of its kind in the industry.<\/p>\n

Let\u2019s connect:<\/strong>\u00a0If you have a success story in facilities management, I\u2019d love to hear about it and learn how you made it happen.<\/p>\n

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The Question So far in my career, I have developed and implemented technical training programs for hundreds of facilities management staff across the country. It\u2019s my passion, and it\u2019s what keeps me up at night (in a good way). But just because I\u2019m passionate about this line of work doesn\u2019t mean it comes without challenges. […]<\/p>\n","protected":false},"author":3,"featured_media":6086,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","_piecal_is_event":false,"_piecal_start_date":"","_piecal_end_date":"","_piecal_is_allday":false,"footnotes":""},"categories":[22,55,36],"tags":[29,75,54,31,47,32,28],"class_list":["post-6083","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-empowerment","category-leadership","category-soft-skills","tag-education","tag-empathy","tag-empowerment","tag-facilities-management","tag-facility","tag-servant-leadership","tag-training"],"acf":[],"yoast_head":"\nDonuts, Fishing Stories, and Other Small Gestures: Ingredients for Meaningful Connections - Legacy FM<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/translate-legacy.tangiblelaunchpad.com\/es\/2018\/10\/02\/donuts-fishing-stories\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Donuts, Fishing Stories, and Other Small Gestures: Ingredients for Meaningful Connections\" \/>\n<meta property=\"og:description\" content=\"The Question So far in my career, I have developed and implemented technical training programs for hundreds of facilities management staff across the country. 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