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Embracing Another “New” Normal

The security guard watched closely as I unhooked my backpack from my shoulders and placed it on the x-ray machine. I was sure I already put my gloves, my cap and my phone in there, and I was about to continue my entrance into the Smithsonian Air & Space Museum when she stopped me. “Your cold pack too, sir,” she said, pointing at my winter jacket. Of course. I could have hidden some dangerous item inside my jacket.

It was December 2002, just shy of 14 months after a group of 19 terrorists hijacked four passenger jets and crashed two them into the World Trace Center towers on September 11, 2001. America was in high alert.

Special scrutiny was given to passengers going to the US or flying on US airlines. Flying on Northwest (now Delta) Airlines from Singapore to DC, we had to go through a screening interview by the airline security at Changi airport. “What is the purpose of your visit to the US? May I see your invitation? Is this your luggage? Who packed your luggage? Have you ever left your luggage out of sight? Has anyone approached you and asked you to bring something for them?” It was pretty jarring to be confronted with those questions at 4 in the morning. No amount of caffeine could ever give you the same jolt.

Post 9/11, there were more attacks by different groups and individuals on various targets in different countries. Some of targets were night clubs in Bali (2002), a school in Beslan, North Ossetia (2004), underground trains in London (2005), a hotel in Mumbai (2008),a Sikh Temple in Wisconsin (2012), a shopping mall in Nairobi (2013), a magazine publisher in Paris (2015), a church in Texas (2017), and a mosque in Christchurch (2019).

As possibility of violent attacks is ever present, nowadays security checkpoints are common sights almost at every public areas: airports, office buildings, music concerts, shopping malls, theatres, theme parks, schools, even in houses of worship. We have accepted security threats as a daily possibility, and security checks as part of our lives. Being subjected to searches, scans, dog sniffs, even body frisks has become routine. We no longer see it as overreaction. It is what our normal has become.

If someone from the 80’s had traveled through time and landed in 2020, they would have been dumbfounded at having to go through security just to stop by a hotel to use the restroom. “What do you mean you need to check my bag? Keep your hands off!” They would have been even more surprised when the security guard pointed a infrared thermometer at their forehead and asked them to sanitize their hands!

But that’s the new reality today. As terrorism and gun violence changed our world, so has Covid-19 pandemic. To stop the virus from infecting more people, governments imposed various rules that affected the way we live and work. Some believe that until  a few of those changes will stay for good. 

As the virus started to widespread, starting on January 23, 2020, authorities issued lockdown on Wuhan and other cities in the Hubei Province, China. People were ordered to stay home. Public transportation, airport and highways were closed. Some non-essential companies were ordered to shutdown. It took the cities nearly 3 months to be declared free of new Covid-19 cases, and finally the lockdown order was lifted on April 8, 2020. 

Bloomberg reported, when Wuhan workers slowly returned to their jobs, they are faced with measures that the companies have put in place to minimize risk of infection. In Lenovo tablet and phone factory in Wuhan, before returning to their work site, staff members had to pass tests proving that they were free from the virus, and they had to wait for the result in a special dormitory. The meeting rooms that used to accommodate six, now could only be used by three people. The cafeteria had partitions put on tables with reminders to avoid conversations during meals. Rooms were disinfected regularly, with the last cleaning date posted on signs. Robots were used to deliver parts to reduce the number of interactions between people. The elevators were shut, and everyone must take the stairs. 

Yes, Wuhan is no longer under lockdown, but infection risk is still present. The way people live there is no longer the same.

As some governments, including ours, begin to completely lift or ease restrictions, either due to its success in controlling transmission of Covid-19 or to economic pressure, the virus is still with us. There is no guarantee that the absence of new cases means that the virus has been completely eradicated. Some people will remain to be carriers although experiencing no symptoms. In turn, they may infect less healthy people in the slightest way possible.  

In 2010, there was an episode of a popular TV show on Discovery Channel called Mythbusters, where the hosts conducted an experiment to see how far snot from a person with a cold could transfer to others in the same room within an hour. Similar experiment was also done by NHK, the Japanese public broadcaster to see how far germs from a sneeze that was covered by hand could be picked up by people eating a buffet on a cruise ship. The answer was grim: in a short time, the germs landed on everyone in the room. Imagine if the sneeze was from a person with Covid-19. 

This realization will change in the way we conduct our day-to-day lives. We must be aware not to touch surfaces with our bare hands. We must keep our faces and hands covered. We must wash our hands often. We must keep a minimum of 6 feet from others. Much of our life will move online. Some of us may have to keep working at home as companies reduce their space. We no longer hold meetings in person, but online. Our children learn at home while the teachers give lessons through the internet. 

For many of us, it will be difficult to accept these changes to our way of life. The bad news is, this won’t be the last time it would change. Some experts predict that there will be other pandemics in the future, and that crisis will be our continuous mode of thinking.

The good news is this is not the first time our normal has changed. We have survived previous changes and we will survive more changes, as long as we have the right mindset. For myself, here are some that I am learning to internalize.

  1. Stop hanging to the past. When my father passed away nearly three years ago, I was having a hard time accepting his absence. I thought of the many things that I could have done with him that I didn’t, and the regret was bearing down on me. One thought that consoled me was my Dad was already happy where he was, and nothing in this world could make him happier.  If we wanted to move on into the new normal, we must stop thinking about how good our lives were in past. Who knows, this new situation can also bring good things.
  2. Accepting the new normal. It wasn’t easy to adapt to working from home. There were things that I could not do from home. But as time went on and my team and I began to find ways to make it work, I realized that it is not that bad. We found that we did not have to print everything on paper. There were resources that we could use to stay in touch and communicate. For me, being apart from the others give me the space to think without feeling pressured. 
  3. Enjoying the new normal. There are things that I could do now that I couldn’t in the past. In the office, I often got invited to meetings where I did not have much to contribute. It was almost always a waste of time. But when it is online, I could move my attendance from my laptop to my phone, put on my earpiece, turn off my microphone and camera, and spend the time doing something else while listening, and making occasional comments. 
  4. Taking advantage of the new normal. Now that many people will spend most of their time online, there are opportunities to exploit. It is now easier to learn anything as there are now many free webinars and online courses. I found it easier now to attend community meetings since many of them are now online. Some people decided to make more social media content since they have so much free time now that they don’t have to fight traffic to work. For me, the opportunity is to expand my online presence by writing articles and blog posts. 

There are challenges in the future, that is a given. We have gone through changes in the past, and we have prevailed. As there are crisis so there are opportunities. Our choice will decide how much better or worse off this situation make us. 

Have a great New Year!

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leadership, team

Seven Ways to Help Your Team Stay Focused and Motivated while Working from Home

When you read this article, chances are you are at home, and are taking a break from your work. Many companies assign employees to work from home as a form of participation in government efforts to curb the spread of the Covid-19 virus.

For those of us who are accustomed to working face-to-face with our team in the office, this condition may feel unfamiliar. If usually we can invite them to meet to discuss a problem, now we are forced to communicate with them through telecommunications media.

Some of us have experienced this reality as part of our daily work. We must work with teams that are in several locations, and we have no choice but to use e-mail, text messages, telephone and video conference to communicate with them.

The distance between us and our colleagues can cause several problems:

Disconnection from the team. When working in the same location, we feel comfortable because our team is close. It’s easy to ask for information, and we have friends with whom we can chat. When working in a different location, solitude can make us feel isolated. Although in theory we can interact with our team through digital media, but not infrequently we receive late responses. WhatsApp messages that are not read, phones that are not picked up, emails that are not answered, these can increase stress on remote workers.

Slow decision making. In the same location, teams can gather immediately to find solutions to problems and make decisions. When working in different locations, synchronizing time to meet digitally is sometimes not easy. Instead, we rely on WhatsApp group or Slack or Trello as a place to exchange ideas. Again, not everyone is quick to reply to messages sent through the group.

Getting lost in digital media. Today there are many communication media that we can use. When a colleague said, “I already sent the information.” Then the response would be, “What did you send it through? Email or WhatsApp?” If the answer is WhatsApp, there will be a follow-up question, “Did you send it in a group or directly to me?” If the answer is in a group, then the response is, “Which group?” Although in some aspects digital media made a lot of things easy for us, but in others they may complicate our life a little.

Digital miscommunication. Written messages cannot replace direct communication. Communication between people is more than just words. It also involves non-verbal factors, such as tone of voice, facial expressions, body language, and so on. Therefore, text messages that are written in disregard to the correct use of punctuation can cause the recipient to understand the message in a totally different way. What is meant as a neutral message when typed with excessive number of exclamation marks may be perceived as emotional message.

Video calls cannot substitute direct interaction either. First reason is technical obstacles. We may receive sound that is not in sync with the picture, delay in transmission, etc. These technical glitches may cause conversations to be fumbled and unclear. Second reason is the McGurk effect. This effect occurs when there is a mismatch between the words we hear and the lip movements we see. The brain tries to process this mismatch and came up with a different word.  Unclear video images can have this effect, where we seem to hear the word “tomato” when the speaker says the word “potato”.

Dealing with Remote Team

What can we do to create a productive atmosphere when working in different locations? In his book “How to Win Friends and Influence People” Dale Carnegie offered several principles that we can use.

1. Become genuinely interested in other people. One nice thing about working in an office is that we have relationships. At lunch, we have friends with whom we can talk about things outside of work, so we feel that we belong. Try to bring this feeling by taking a few minutes every day to ask how our off-site friend is doing and get him to talk about his condition. Encourage all team members to check on each other.

One participant in the Fundamental Leadership Program training class is based in Jakarta. He applied this principle with a colleague who worked on a site in Kalimantan. “Usually we only talk about work,” he said. “This time I called him just to say hello and ask how he was doing. From time to time we exchanged greeting text messages. We became friends, and it is now easier to work with him.”

2. Be a good listener. Make understanding the other person as your first goal in communication, before making yourself understood. When meeting via video call, take the time to check whether what you understand is in line with what the other person meant. Say for example, “Let me check my understanding. You are saying that our client has agreed to buy thirty units of this product, on the condition that the price is reduced by ten percent from the initial offer. Does it sound right to you?”

3. Don’t criticize, condemn or complain. One thing that makes people reluctant to communicate with us is when they see us as someone who is more likely to catch what’s wrong rather than what’s right. That could be one of the reasons we receive delayed replies to our text or email messages. Being critical is important to minimize costly mistake. Being critical ALL the time may cost us relationships with others. When receiving a message or listening to a colleague, instead of criticizing immediately, it would be a good idea to ask probing questions to understand the other person better.

One of our class members applied this principle to his superior. Before taking the class, he would criticize his boss for anything that he felt lacking. Later he tried to refrain from doing so and listen more. He found that his relationship with his boss was improving, and he got better support at his job.

4. Begin in a friendly way. This is the way to winning enthusiastic cooperation from your colleagues. Nobody likes to be boss around. When people are being told what to do, they feel what is known as psychological reactance.  This reaction cause people to resent instructions and become less productive. Instead of directly telling people what you want, start with a friendly tone. We can use something like, “Hey Joe. I sent you an important email yesterday. You were probably very busy and missed it. Your opinion is important to me and I would like to hear it before I make my decision. Would you mind having a look at it now?”

5. Try to honestly to see things from the other person’s point of view. Being in separate locations often mean different situations. What seems easy for us, may not be so readily implementable for our colleagues. Before implementing a plan, it would be a good idea to bounce ideas with our off-site colleagues. What risks do they see? What challenges they are facing? For this plan to succeed, what actions do they think needed to be done first?

6. Admit faults quickly and empathically. Being human, we are not immune from making mistakes. Jeff Bezos, founder of the giant online retailer Amazon.com, looks for people who can admit when they are wrong and change their opinion. According to him, smart people are constantly revising their understanding, reconsidering a problem they thought they had already solved, open to new points of view, new information, new ideas, contradiction and challenges their own way of thinking. Bruce Lee, the legendary martial arts actor once said, “Mistakes are always forgivable, if one has the courage to admit them.” Admitting mistakes is not a sign of weakness, but a sign of courage.

When people who are used to working in the same location are forced to work separately, mistakes are bound to happen. Being apart from the team, it is easy for someone to hide their mistakes. Hidden mistakes have big consequences. Show your team that it is not shameful to come forward and own up to one’s mistake. When you realize that you made a mistake, admit it quickly to your team, and explain what you are going to do to correct it. In that way, you lead by example, earn your team’s respect, and strengthen trust in your team.

7. Give an honest and sincere appreciation.  An article in Psychology Today recounted the experiment done by Adam Grant and Francesca Gino. They compared the performance of two telephone fundraising teams. One team had the Director of the Annual Giving visited them and thanked them personally, while the other team did not. The next week they compared the number of calls made by the teams. The first team who received appreciation placed 50% more calls than the second team. 

Being in separate locations means our team needs more support. We can take the role as their emotional cheerleaders. A simple thank you can make them feel appreciated. Or better yet, announce any achievement your team member made to the whole group. Send a congratulatory email copied to everyone in the team or use the team’s WhatsApp Group for that. How about taking them to lunch? Or if they are home bound, why not send them a dinner voucher they can use to treat their family?

When working remotely, make sure you always build a warm relationship with your team, and keep the communication channels open. This way, they feel the support and attention they need to stay focused and motivated.

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