Never Try To Teach A Pig To Sing…

An experience that makes your customers ‘Feel Good’ is an experience that is going to bring those customers back to you.  More than that, “Feel Good” creates word of mouth: customers love to tell their friends, co-workers, and at least some of their relatives about the fantastic time they’ve had, so that their friends, colleagues, and family can enjoy the experience as well.

The problem is that not everyone wants your customers (or patients, if you’re in a health care setting!) to feel good.  In a book I’ve recently written with two of the smartest people I know (T. Scott Gross and Greg Ayers), we examined the three types of people you’ve probably got working for you, and how they feel about creating a “Feel Good” experience for your customers.

Never Teach a Pig to Sing…It Wastes Your Time and Irritates The Pig!

Not everyone is psychologically capable of extending “Feel Good” to perfect strangers.  That’s just a fact of life, and no amount of training, no incentive program, no creative job wrangling or title bestowing is going to change that.  As you strive, as an organization, to provide ‘Feel Good’ experiences for your customers, you want to make sure you have the right people — people who are hard-wired to have fun — participating in the effort!

According to Bill Wagner of Accord Management Systems, about 15 percent of the population can be termed Service Naturals.  These folks just get it: they’re all about having fun and loving on customers. 70 percent (which we like to call the Vast Majority!) are Service Possibles.  They can, and will, with good leadership and training, get with the program and create ‘Feel Good’ experiences for your customers.

That leaves 15 percent.  These folks are what we call Service Hopeless. They’re dour, dire, and have no intention of providing adequate service, much less ‘Feel Good’ experiences.  Now, there may be redemption for everyone, but if you are in business, there is nothing to be gained and much to be lost by wasting time salvaging the unsalvagable.   There’s a job for everyone, but if the job you need done requires great customer service, you need to not have a Service Hopeless person in that spot!

It’s not unlike teaching a pig to sing.  Even if you succeed, you’re not going to get a concert level performance out of Miss Piggy!  Stack the deck in your favor by hiring (whenever possible!) Service Naturals.  Then commit to training your Service Possibles until they too become adept at providing “Feel Good” experiences!

Humor as a Cost-Effective Means of Stress Management

Humor as a Cost-Effective Means of Stress Management
Karyn Buxman, MSN, CSP, CPAE

(Originally published in Managing Employee Benefits , (1998).
Humor as a cost-effective means of stress management. Volume 6, Issue 2, pp. 74-78.)

U.S. workers consume 15 tons of aspirin a day. One in four workers suffers from an anxiety related illness. Soon job stress may be the #1 reason for worker’s compensation. “Terminal professionalism” seems to be a sign of the times. But taking oneself too seriously can have some unpleasant side effects.

WHAT IS STRESS?
Stress is the body’s response to any demand or pressure. These demands are called stressors. Stressors include major life events, such as death of a loved one or divorce. They entail chronic strains such as living in an abusive relationship. Stressors also consist of occasional strains, such as getting a flat tire in heavy traffic. (Source: Fact Sheet HE-2089, 11-91, Florida Cooperative Extension Service)

RESPONSE TO STRESS:
Stress requires the body to make adjustments physically, psychologically, socially and even spiritually to maintain the necessary balance for survival. Too much stress (distress) can manifest itself in a number of ways.

Psychologically, one who is experiencing stress may undergo increased anxiety and tension. Stress is also manifested in such ways as moodiness, irritability, inability to concentrate, crying, changes in eating patterns, changes in sleeping patterns, decreased libido, worrying, mood swings, frustration, nervousness, and depression. He or she may exhibit a negative attitude, low productivity, confusion, lack of creativity, lethargy, forgetfulness or boredom.

Socially, stress may be exhibited by isolating oneself from others, loneliness, or fewer contacts with friends.

Communication may be hampered due to preoccupation with stressful events or impeded by negative mood swings, such as lashing out at others, nagging or clamming up.

The physiology of stress affects all major body systems. Breathing tends to be more rapid but shallow, not allowing for full air exchange deep in the lungs. The heart rate quickens and is accompanied by an increase in blood pressure. The person may experience a feeling of their heart “racing” or “jumping out of the chest.” The circulatory system exhibits vasoconstriction with the blood supply being shifted to muscles and major organs. “Cold hands” are often an excellent indicator of one’s stress level.

During stressful events, an increase in epinephrine is seen via the sympathetic nervous system. The immune system becomes depressed resulting in an increased susceptibility to viral and bacterial infections. These can range from a minor cold to a major illness.
During a stressful experience, muscles become tense, preparing for the “Fight or Flight” response. A person may develop headaches or a variety of muscle aches, clenching of the jaws or grinding of the teeth, tight neck, shoulder and back muscles and clenched fists. As for the digestive system, the person may encounter a variety of symptoms ranging from cold sores around the mouth to nausea, vomiting and/or diarrhea.

Nearly everyone is aware of the rising costs of health care in this country. These increasing costs are an escalating burden on employers. The Wellness Councils of America found that the average cost of providing medical benefits for one employee in the United States in 1992 was approximately $4000. By the year 2000, this estimate
will balloon to nearly $12,000 per employee. These rising health care costs are cutting into the corporate bottom line. It is estimated that nearly 50 percent of corporate profits are devoured by employee health care costs. (Source: Healthy, Wealthy and Wise–Fundamentals of Workplace Health Promotion, Wellness Councils of America, Omaha, Nebraska, 1993)

Wellness and health promotion at the worksite has seen significant growth in recent years. Recent and long-term studies have shown that worksite health promotion programs have made an impact on significant decreases in health care costs. The good news is that humor is a cost effective and simple way to ward off many of the detrimental effects of stress.

WHAT IS HUMOR?
Humor is that which lends itself to laughing, smiling, or amusement. It is considered a positive emotion and may be used synonymously with a sense of joy. It has characteristics that make it a viable coping mechanism. That which appeals to one person’s sense of humor may be offensive to others. Everyone’s sense of humor is unique.

According to Dr. Vera Robinson, author of Humor and the Health Professions, there are three functions of humor: psychological, social, and communication. Psychologically, humor acts as a major healthy coping mechanism, relieving anxiety and tension. It serves as an outlet for hostility and anger, provides a healthy escape from reality, and lightens heaviness related to critical illness, trauma, disfigurement, and death. When employees are working on a job that is repetitive, humor can increase length of time on task by reducing tension and boredom. And studies show that humor doesn’t detract from tasks requiring increased concentration. Granted things can sometimes get out of hand. Therefore, it’s important to also have a high performance norm and high expectations of the staff.

Socially, humor lessens the hierarchy between individuals, establishes rapport, and decreases social distance. Humor solidifies a group. Victor Borge once said, “Laughter is the shortest distance between two people.” Workers that can share a laugh develop rapport. Much office humor is “inside” humor or “you had to be there” humor. While this kind of humor can make folks feel like part of the gang, it can also make others feel excluded. Be careful that this humor is used constructively, and not to shut out others.
As for communication, humor helps convey information. It opens the door for communication by allowing one to bring up a secretly serious subject to see how it will be received while providing an ‘out’ such as “I was only joking.” Humor gains and holds the listener’s attention. Over 80% of conflict results from problems with communication. Humor can help establish rapport and neutralize emotionally charged interpersonal events.

There are also physiological effects related to humor and laughter. For example, laughter increases respiratory activity and oxygen exchange. During “belly laughter,” air is inhaled deep into the lungs and forced out at high speeds. Smokers or those with respiratory conditions frequently experience coughing after laughter, continuing the good air exchange.

As for the cardiovascular system, laughter stimulates one’s heart rate and blood pressure followed by a relaxation phase that is accompanied by a decrease in both heart rate and blood pressure. According to Dr. William Fry, a leading researcher in the field of psychoneuroimmunology, laughter provides an excellent cardiovascular workout, which requires no special equipment and no limit to the number of times in which it can be used. (Source: “Physiology of Laughter” in Humor and Aging.) Laughter also produces vasodilatation, putting color and warmth into the face and hands.

In the immune system there is an increase in Immunoglobulin A, which fights upper respiratory tract insults and infections. There is also an increased spontaneous lymphocyte blastogenesis resulting in an increase in the number and activity of natural killer cells, which attack viral infected cells and some types of cancer cells and tumors. An increase in activated T cells (lymphocytes) is seen, as well as an increase in gamma interferon; an increase in Immunoglobulin G and Complement C. (Source: Humor & Health Journal 5, (5), “PNI Research Summary” p.6)

Other systems also demonstrate changes during humor and laughter. Muscles experience  a stimulation phase followed by a relaxation phase that results in decreased muscle tension, often resulting in diminished pain. In the sympathetic nervous system there is an increase in the production of catecholamines resulting in increased levels of alertness and memory, enhancing learning and creativity. There is also a measurable decrease in stress
hormones such as epinephrine and dopamine. Laughter stimulates both hemispheres of the brain at the same time, coordinating all the senses and producing a unique level of consciousness and a high level of brain processing. Internal organs are massaged resulting in increased peristalsis and improved digestion. Tears of laughter (and grief) provide an exocrine response, carrying away toxins found in cells under stress.

CONSTRUCTIVE AND DESTRUCTIVE HUMOR:
While nothing is black and white, humor can basically be categorized by that which is constructive and that which is destructive. Destructive humor lowers self-esteem, belittles others, excludes others, creates tension, stimulates laughter at someone, perpetuates a stereotype, creates
barriers, creates defensiveness, closes off creative thought, and focuses on negatives. Constructive humor raises self-esteem, is supportive, includes people, reduces tension, stimulates laughter with others, confronts stereotypic ideas, breaks down barriers, relaxes people, stimulates new ideas, and creates energy and a positive atmosphere. When promoting humor as a means of stress management, the emphasis should be on constructive humor.

Because everyone’s sense of humor is highly individualized, one does risk offending others when using humor. However, there are some basic guidelines to help reduce the risk. Dr. Christian Hageseth, author of The Laughing Place, suggests that there are four components to effective, positive humor: relationship, rapport, setting, and timing. When using humor with others, do they understand who you are and what relationship you have with them; such as employee/boss, teacher/student, parent/child/, staff/customer? Do they have a sense of rapport or a feeling of safety with you? As for setting, it’s important to remember that  anyone who can hear, see, or experience the humor is part of the setting, regardless of whether or not that person was an intended member of the audience. Timing is twofold. First there is the timing of humor in relationship to an event. At the peak of a crisis, humor will fall flat. While most humor is in some way associated with some type of pain, some time will have to elapse before it is found to be funny. The amount of time necessary is unique to each experience. Timing is also important in the communication of a humorous joke or story. The more it is practiced, the easier timing becomes.

TAKING ACTION:
Set the tone: If you’re in a position of leadership, give the staff permission to have fun. “Walk your talk.” Be willing to overcome the fear of foolishness. Don’t be afraid to look a little silly: a goofy hat, tie, button, socks, etc.

Set the environment: Humorous posters, memos, and signs can lighten the surroundings. Bulletin boards displaying cartoons, jokes, and funny notes don’t take a big investment but can provide an abundance of entertainment. Create a positive working atmosphere at the desks with toys such as Legos, Nerf guns, Silly Putty, Koosh balls and hula-hoops. Add some comic activities or theme days to the calendar. Encourage everyone to be
involved: management, various departments, volunteers, patients and family members. A M.A.S.H. day where everyone dresses up like the characters on the favorite television show by the same name, or a western theme where everyone dons cowboy boots and bandannas can lighten the atmosphere for staff and clients. A little competition between floors or departments might increase interest.

Set the pace: If you agree that humor in the workplace is a valuable idea, don’t delay taking action. No one is suggesting that management or staff attempts to be a stand-up comic or laugh constantly. What is suggested is that attempts are made to use humor routinely (see sidebar for additional ideas). Whatever forms of humor are chosen, it’s important to practice them on a regular basis. When humor happens by accident, there is much to gain. But there are too many benefits to let humor happen strictly by chance– make humor happen by choice, today.

GETTING STARTED!
Studies confirm that you gain many more benefits by being an active participant in humor rather than a passive observer. Here are some ideas that will put humor to work for you!
· Make a list of things that are fun for you and do one item daily
· See a movie of your choice (via theater or video, but popcorn either way)
· Have a marshmallow fight (you can eat the left over ammunition)
· Participate in a massage train (if you make a circle, no one gets left out)
· Take a joke break (these can be programmed into your computer)
· Practice standing ovations for yourself and co-workers
· Read something for enjoyment
· Write a silly limerick
· Send a humorous card (earn bonus points if for no special occasion)
· Leave a humorous message on your own answering machine
· Keep a humor file at your desk and refer to it daily
· Wear a funny button or pin
· Lighten up your work environment (cartoons/props/photos/toys/etc.)
· Can the Muzak for something fun and upbeat
· Plan a theme day (dress down day/wild west/beach day/etc.)
· Eat fun food (Snickers bars, Ho Hos, Cracker Jacks, etc.)
· Try your hand at juggling (scarves are the easiest to learn)
· Sing silly songs
· Buy your very own humorous prop, like a magic wand or goofy glasses
· Share your most embarrassing moment
· Start your day with 20 seconds of laughter (fake it till you make it)
· Hold a cartoon caption contest
· Have a good laugh– at yourself

FUNCTIONS OF HUMOR

PSYCHOLOGICAL: Acts as a major coping mechanism; relieves anxiety and tension, serves as outlet for hostility and anger, provides healthy escape from reality, and lightens heaviness related to critical illness, trauma, disfigurement, and death.

SOCIAL: Lessens the hierarchy between individuals, establishes rapport, and decreases social distance.

COMMUNICATION: Helps convey information; opens the door for communication by allowing one to bring up a secretly serious subject to see how it will be received while providing an ‘out’ such as “I was only joking.”

PHYSIOLOGY OF LAUGHTER

RESPIRATORY SYSTEM: Increases respiratory activity and oxygen exchange.

CARDIOVASCULAR SYSTEM: Stimulates heart rate and blood pressure followed by a relaxation phase; vasodilatation.

SYMPATHETIC NERVOUS SYSTEM: Increases production of catecholamines resulting in increased levels of alertness and memory, enhances learning and creativity.

IMMUNE SYSTEM: Immunoglobulin A found in significantly increased levels of saliva with stimulation of humor and laughter, increased spontaneous lymphocyte blastogenesis, a natural killer cell activity.

MUSCLE SYSTEM: Stimulates muscles and relaxes muscle tension, often resulting in diminished pain.

BRAIN: Laughter stimulates both hemispheres at the same time, coordinating all the senses and producing a unique level of consciousness and a high level of brain processing.

DIGESTIVE TRACT: Internal organs massaged resulting in increased peristalsis, improved digestion.

TEARS (of laughter and grief): Provides exocrine response, carrying away toxins found in cells under stress.

Tap Those Creative Juices!

“I’m brain dead,” my pal, Sheila, moaned over her coffee at our break. “I wouldn’t recognize a fresh idea if it jumped in my face and wiggled. I’m just not creative. Am I too left-brained? Where do you get all your ideas?”

What is creativity? Like humor, it’s a mindset, a process, a way of looking at things. Researchers once believed that creativity was found primarily in the right hemisphere of the brain; they believed “right-brained” people were more creative. Now researchers speculate that creativity involves both hemispheres, that it’s a combination of both analytic and intuitive thought.

Are you a creative person? Why is it that as children we’re able to tap into our natural creative abilities only to be stymied later as adults? Perhaps it’s because we’re taught early on to be logical, to look for the one right answer, and to be serious.

As we grow older, our creative tendencies are squelched.  I believe we can re-learn creativity and get back in touch with our natural abilities. Here are 5 tips to help you get back in touch with the wealth of imaginative, inventive and artistic ideas inside of you.

1) Break habits. Have you ever found yourself or your coworkers doing things only because “that’s the way it’s always been done”? We perform many of our daily tasks without even thinking about them. While this can be helpful at times, it can also be a means of blocking creative thought. Break your routines. Roger von Oech, expert on creative thinking, terms this giving yourself “a whack on the side of the head.” Try sleeping on the opposite side of the bed. Take the scenic route home. Try a new seating arrangement at the dinner table. Listen to a style of music that’s not familiar to you (Country? Opera? Rap?).  Eat dessert first.  These simple jolts in your routine can lead you to new ideas.

2) Ask why. Children are naturally curious. Anyone who has even been around toddlers knows their list of “whys” goes on and on. “Why do dogs bark?”  “Why is the sky blue?”  “Why do I have freckles?” To answer any question only leads to another question. Yet adults are quick to respond with the right answer.  Period. End of discussion. Try being open minded. Instead of assuming the right or most logical answer, ask why. See what new thoughts this provokes.

3) Look for unlikely connections. It’s customary for us to think in terms of logical connections. But to break out of this line of reasoning, think of “what if.” What if men could become pregnant? What if clothing was edible? What if cars could be fueled with food? Items that we take for granted were once someone else’s “what if”: What if stairs could move (escalators); what if you could combine phones with copy machines (faxes); what if you could cook food without heat (microwaves). One beer company aired a tremendously successful ad campaign by combining unlikely objects and events, such as sumo wrestling with high diving or cows on surfboards. Ridiculous? Exactly! And these commercials made their product memorable to their viewers.

4) Take risks. Many folks are afraid of coming up with creative or unusual ideas because they don’t want to look foolish. Others have been rewarded for years for coming up with the “right answer” and fear coming up with the “wrong answer.” Samuel Smiles once said, “He who never made a mistake never made a discovery.” Creative persons are willing to risk appearing foolish or silly. It takes a strong self-esteem to risk being different or to risk failure. Believe in yourself and be a risk taker. And reward your children or coworkers for taking a leap of faith with an imaginative idea.

5) Take time to play. Like creativity, humor is a mindset, a perspective, a way of looking at things. Children are naturally creative. One reason is that they are playful with their ideas. The Chinese philosopher Lao Tzu said, “As soon as you have made a thought, laugh at it.” Try putting your next problem-solving meeting in a JEOPARDY format. Begin a budget meeting with a joke or funny story from each participant. Hold a theme day where everyone wears a goofy hat. No one thinks twice about scheduling time for work, but many consider play frivolous. And yet, a light and playful attitude stimulates creative thought that can actually increase productivity.

I can’t think of a single occupation that couldn’t benefit from some creative thoughts and fresh ideas.  Businesses move ahead by innovation. The ability to be creative and innovative lies within you. Take that first step now and experience the benefits of humor and creativity today.

Press Release: 10 Tips for Finding Humor in Turbulent Times

I, along with members of The Association for Applied and Therapeutic Humor, put together a list of fun-filled ideas to help you rise above the current economic turmoil.

It is my gift to you.  Happy Holidays!
10 Tips for Finding Humor in Turbulent Times                                                   

The economy is on its wildest ride in decades.  The line waiting for a government bail-out is almost as long as the line waiting to check-out in stores this holiday shopping season.  And, you’re simply at wits end in trying to deal with it all!

Fear not – there’s humor to be found amidst all of this chaos and confusion.  So says Karyn Buxman, Publisher of The Journal of Nursing Jocularity, from San Diego and incoming president of AATH – the Association for Applied and Therapeutic Humor.  The mission of this growing, international community of professionals, founded in 1987, is to study, practice and promote healthy humor and laughter.

“The great thing about humor is it’s FREE and available to everyone,” says Buxman.  “It’s sugar-free, fat-free, salt-free, and tax-free!  It’s available 24-7 and you don’t need a prescription!  There’s no assembly required and you don’t need batteries!  It’s environmentally friendly, and best of all, it’s socially contagious!”

Healthy, therapeutic humor enhances relationships, is non-hostile, sympathetic, benevolent, tolerant, and often philosophical.  AATH is careful to distinguish it from hurtful, harmful humor that is more aggressive, critical, sarcastic, cruel, often based on put-downs, and involves laughing at someone else’s expense.

AATH has generated the following list of 10 tips to help you lighten up and rise above the current economic turmoil and stress of the holiday season:

1.  Adjust Your Attitude – Stop watching the news and start counting your blessings instead of your money!  The blessings will increase, while the money is…well, you know!

2.   Make Someone Else Happy – Send unexpected ‘thank you’ or greeting cards to a mix of people.  Start with those who aren’t expecting it but deserve it. Then, send a couple to people who aren’t expecting and don’t deserve it.  Then, pick a couple names at random out of the phone book that certainly aren’t expecting it and have no idea who you are!

3.  Signs of the Times – Have some mirthful signs or sayings handy.  For example:
- The rules have changed… there are none!
- Walking on water is in my job description!
- Apparently, not all clowns are in the circus!
- Never wrestle with a pig – you both get dirty, but the pig likes it!
- You don’t have to be crazy to work here…but it sure helps!
- If we’re closed, just slide the money under the door!
- I’m not weird… I’m gifted!

4.  Try Some Random Acts of Silliness and Kindness – Wear mismatched gloves or socks… on purpose!  Page yourself over the intercom!  If and when a store clerk, restaurant server or flight attendant asks matter-of-factly “How are you today?” try replies such as, “Well medicated – and you?” or “At least I’m vertical!”  Instead of them always thanking you, thank them first and watch their reaction!

5.  Fun with Food – Put a bag of cookies or marshmallows in your briefcase.  Then, start your meeting by asking, “Dessert, anyone?”  Have a marshmallow stacking competition!  Put a pack of bubble gum in your coat pocket and, in the elevator, offer some to everyone!

6.  Pop Goes Your Worries – Save your bubble wrap!  It’s a great stress reliever.  Pop it with your fingers, knees and toes!  Dance on it!  Pop it with the help of young children!  Pop it, in unison, to the beat of music!

7.  Use Your Imagination – Think of what would happen if certain companies merged.  For example: Fairchild Semiconductor and Honeywell Corporation would become Fairwell Honeychild.  Grey Poupon and Docker Pants would become Poupon Pants.  If FedEx joined UPS, they might become FedUP.

8.  Rename to Keep Sane – Cash Flow: The movement your money makes as it disappears down the toilet.  Broker: What I am today, after taking the advice of my financial planner.  P/E Ratio: The percentage of investors wetting their pants as the market keeps crashing.

9.  Exaggerate – Comedians overstate things to get a laugh.  You can too!  Our family is so poor these days… we took out a second mortgage on our cardboard box.  Our family is so poor these days… to save on milk, we eat our corn flakes with a fork.  Our family is so poor these days… when someone rings the doorbell, I stick my head out the window and yell, “Ding-Dong.”

10.  Let a Smile Be Your Umbrella – This simple choice is yours.  You can frown and be miserable (way too many people readily choose this option), or you can wear a contagious smile.  In your conversations with people, smile and ask to see their smile.  Then say, “I see you’ve been practicing!”

For more information contact AATH and/or Karyn Buxman at 858-456-1874.

When Funny Means Money: Sales

I know what some of you left brain logical people are thinking. Humor: It’s cute. It’s entertaining. But it’s just not practical.

Hey, you don’t have to take my word for it. You can ask the people at American Express or Jell-O. These companies understand that while people use logic to justify their buying decisions, emotion is what sells. And one of the quickest connections to emotion is humor.

Whey else would American Express spend millions of dollars to feature Jerry Seinfeld in their ads? (He now also has a $10 million deal from Microsoft!)

Why would Capitol One present David Spade in their commercials?

Why would Jell-O hire Bill Cosby as their spokesperson?

These companies understand that humor fosters connection, and that this connection, in turn, affects people’s buying decisions.

My buddy and Sales Guru, Jeffrey Gitomer, author of The Little Red Book of Selling (and dozens of other books!) says that humor “is the best tool for relationship sales I have found… Laughing is tacit approval.  Make the prospect laugh.”

Funny advertisements have evolved into a genre all their own. Super Bowl commercials draw as much attention as the game due to their humor and creativity. You can now watch commercials strictly for their entertainment factor on sites like TBS and The Video Vault.  Madison Ave research indicates that ads which leave potential customers smiling have lasting positive impacts.

Humor and sales can make for some serious profitability as Bayer Pharmaceuticals can attest. They are the makers of Levitra (an erectile dysfunction medicine). Sales in Hong Kong were limp, so to speak, as this was a touchy subject to address in advertisement.

The company decided to inject some humor with commercials that included balloons (use your imagination). The result, sales rose (among other things) in a three month period a whopping 244% from the year earlier period.

Staples created a cool little product: a button that when pushed announces, “That was easy.” This humorous little gadget is so quirky and fun that people are willing to pay good money to have one of their own and/or to give to someone else. Think about how marvelous this is! A company has found a way to get people to pay for and advertise their marketing device. Ha!

When it comes to sales, funny means money.

Traveling Barbie Creates Fun Corporate Culture

Times are tough economically, markets are down and customers are cranky—even angry! Taking care of the employees that have to deal with these customers, and taking steps to make the environment less stressful, makes for a healthier, happier, and more productive workforce. And taking care of employees is exactly what the folks at First Allied set out to do.

In preparation for my presentation on humor and stress management (I’ve Got One Nerve Left—and You’re Standing on It!), I first met with Blake Bjordahl, Sr. VP and Director of Operations and got a personal tour of the operations in San Diego. I was delighted to see evidence of many employees who took their jobs seriously and themselves lightly. Cubicles were decorated with pictures, cartoons, and even Legos, In one area, nicknamed “The Playground,” a bookcase contained numerous games, books and toys designed to help the staff de-stress. The vending machines were even subsidized so no one had to pay big bucks for their snacks!

Blake, and others at First Allied, grasp the importance of developing a corporate culture where employees play well together. A conscious effort is made to schedule activities where staff and their families can socialize, whether it’s a bar-b-que, a picnic, a softball game or some other fun activity. One of the great benefits of humor is the positive effect it has on bonding. People that play and socialize together develop much stronger senses of rapport. And stress levels definitely go down while people are having fun.

During my presentation, I gave the attendees strategic ways they can deal with stress by proactively using humor and laughter. After the presentation, it was my turn to get a lesson (I love that!).

A manager attending my session, Paula, introduced herself to me and to her Barbie Doll (see photo). This was no ordinary Barbie, as you’ll see by Paula’s explanation below!

“Years ago, I was going to Hawaii so someone gave me a Hawaii Ken doll for a Christmas gift.  Ken came along and had his picture taken everywhere we went and ended up with his own travel photo album.  In my current job, I travel a little bit and after my first trip I remembered Ken and his photo album and thought he might enjoy going on more trips.  I looked everywhere and couldn’t find him but I did discover that I had a Barbie doll (another gag gift from a co-worker) so she had to do.  My department is Business Strategies Group (BSG), so she quickly became BSG Barbie and accompanies me on all my trips.  She does whatever I do and I have an album of her working the conferences, attending some of the fun events, and enjoying my few moments of off-time by having her picture taken doing some relaxing things as well.  She has been to Atlanta, New York, Arizona, Nassau in the Bahamas, as well as working the conferences locally, and she’ll be going to Austin this month.

Of course, she worked/attended our national conference here in July and on the closing party aboard the USS Midway, she was kidnapped.  The kidnappers “borrowed” my camera for a short time that night and when I downloaded the pictures, I was shocked to see some pictures of Barbie I hadn’t taken myself.  I received a ransom note, got a “proof of life” picture, as well as a picture with a bag over her head so she couldn’t see her captors, a picture laying across a train track, and a picture depicting some heinous torture to her feet.  Ultimately, I had to pay a batch of homemade cookies to my team (they have no idea why the kidnappers would allow them to enjoy the ransom), leave the floor for 10 minutes, and she was returned with some new clothes.  The next team meeting we had at our local independent coffee shop (a weekly tradition), our favorite barista walked through the place with what looked like an address book, asking who had left it on the counter.  He brought it to me, opened it, and showed me a picture of Barbie that I had already been sent, but it was the first in a travel size photo album of Barbie’s trip on a cruise to Cabo and a trip to Colorado that the kidnappers had taken her on.”

Wow! Barbie is famous within the organization—and has enough frequent flyer miles to book her own trip to Vegas! Paula and her co-workers have demonstrated incredible creativity, ingenuity, team building and a positive work environment. What a marvelous example of constructive humor in the workplace. These are the kind of people you’d be lucky to have working for you!

Lead with Laughter!

“A sense of humor is part of the art of leadership.”
~ Dwight D. Eisenhower

The secret for effective humor in leadership is to set the tone for humor, while at the same time, set high expectations. Effective leaders understand that there are three primary benefits for using humor with their staff: Stress management, communication, and motivation.

Stress management
“Terminal professionalism” seems to be a sign of the times. But taking oneself too seriously can have some unpleasant side effects. According to a recent Gallup Poll approximately 1 million employees in the US miss work daily due to stress related conditions. Stressed out workers make costly mistakes; sometimes even deadly ones.

Humor is recognized as a healthy coping mechanism (as compared to unhealthy means, such as smoking, drinking, drugs, excessive work, etc). It is by no means the be-all-end-all. Today people need a variety of coping mechanisms to survive and thrive. Melodie Chenevert, author of S.T.A.T. explains, “Some days you need tools, some days you need weapons, but you need your sense of humor every day!”

Communication
Whether it’s in a classroom setting, a budget meeting, or one-on-one, humor can give leaders a serious advantage. Want to convey information? A humorous quote, a short joke, or even a cartoon—if you can get someone laughing, you can get them listening. Do you need to deal with an unpleasant situation?  Humor can relieve tension and provide a different perspective. Does your situation call for negotiation? Humor builds a sense of trust. Studies have shown that people who use humor are more likely to get what they’re negotiating for. The more relevant the humor, the more effective your communication will be.

Motivation
The primary reason a person becomes less productive or even leaves his position isn’t usually money. It’s because he’s unhappy. Making the work environment more pleasant and fun isn’t the only answer—but it helps; particularly when you’re dealing with Gen X and Gen Y, who often value pleasure over monetary compensation.

I once spoke for an upper management group in Chicago about humor in their company. They were so excited about the concept that they had me return 6 weeks later to address everyone from middle management down to maintenance and housekeeping. Imagine my surprise when I saw the following feedback on numerous evaluations: “This is great! I just wish my boss could have heard it.”

What’s wrong with this picture? While upper management claimed to approve of the use of humor, the message being conveyed was, “Beatings will continue until morale improves!” Companies with this mindset generally suffer high rates of turnover which can cost tens of thousands of dollars for each lost employee.

Lead with laughter

Set the tone:  If you’re in a position of leadership, give others permission to have fun. Walk the talk. Be willing to overcome the fear of foolishness. Creating positive change may involve stepping outside of your comfort zone.  Don’t be afraid to look a little silly: a goofy tie, button, socks, etc. When employees demonstrate the use of humor, give positive feedback or guidance, if necessary, but don’t punish them.

Set the environment: Humorous posters, memos, and signs can lighten the surroundings. Bulletin boards displaying cartoons, jokes, and funny notes don’t take a big investment but can provide an abundance of entertainment. Create a positive working atmosphere at the desks with toys such as Legos, Nerf guns, Silly Putty, Koosh balls and hula-hoops. Add some comic activities or theme days to the calendar. Encourage everyone to be involved. A little competition between units or departments may increase interest.

Set the pace: Don’t delay taking action. Be proactive and practice implementing humor on a regular basis. The more you use humor, the easier it becomes, the more benefits you’ll reap, and the more you’ll enjoy work and life.

Stress Busters

There’s no one coping mechanism that will work for every stressful occasions. People need a variety of skills to stay healthy. These could include deep breathing exercises, progressive muscle relaxation, and meditation just to name a few.  But the benefits of humor and laughter are so plentiful, so convenient, and so cost-effective that people would be foolish to leave these awesome coping tools out of their coping toolbox. 

Here are a few quick stress busters. Try one the next time your energy level drops and your attitude is sagging:
 
Call your own answering machine or voice mail to leave a humorous message that you can enjoy later. Bonus—you get to laugh twice: Once when you leave the message and again when you play it back.  (For example: “Just calling to remind you to be careful when you go by the post office to pick up stamps and be sure to wear clean underwear because you never know when you might be in an accident!”)

Keep a file folder at your desk with clippings, cartoons, and e-mails you find entertaining. Pull it out and refer to it when you’re put on hold or when you feel those shoulders tightening.
 
Keep a book of word games, crossword puzzles, or cards at your desk. Re-spark your creativity and energy by taking a daily 10-minute ‘play break’ and you’ll recognize how important it is not to wait until you feel better to play. Play and then you’ll feel better.
 
Got a problem that’s bugging you?  Practice playing with your pain by asking yourself “how could this be worse?” Exaggerate the situation until you can make it absurd enough to put things in their proper perspective.
 
Smiles and laughs can diminish muscle tension. They’re also contagious. Practice wearing a smile to share with others and notice how their responses make you feel better, too.
 
Gain maximum benefits by proactively seeking humor every day.

Humor Appreciation: Taking It to The Next Level

I sipped my coffee and listened to my friend vent about her company’s merger. “I was so stressed out about the new changes being implemented at work,” Susan explained while rolling her eyes. “Then someone said something silly and I just lost it.  I laughed and laughed until I was limp as a dishrag.  Nothing had changed, but I just felt better for having laughed!”

It’s becoming accepted knowledge that positive benefits can be acquired from appreciating humor and laughter. Psychologist Michele Newman supported previous studies that found humor has a buffering effect and reduces the negative effects of stress. This study extended previous findings by demonstrating that humor is beneficial even for people who do not typically choose to use it to cope with stress. This finding was consistent with the belief that the ability to use humor to cope can be acquired rather than being a fixed, unchangeable trait.”

“Humor appreciation involves responding to humor produced by others or being a good audience,” reports Newman. “On the other hand, humor production involves thinking of things on your own to amuse yourself or others.” When using humor as a coping mechanism, one cannot always count on being able to find an external reason to be amused.  “Of the two, humor production is the more portable skill,” says Newman and adds, “From the standpoint of coping, it seems to me to be less important whether you can amuse other people than whether you can amuse yourself.”

Through my years of studying humor and laughter, I’ve observed three basic levels of humor appreciation:

Passive humor appreciation: At this most basic level, we appreciate humor that happens vicariously: A coworker says something funny, we observe a child’s comical action or expression, or we experience some absurdity that happens by chance. With this most basic level of humor we enjoy many of the functions of humor and the basic physical benefits, although the humor may occur infrequently and is purely unintentional.

Active humor appreciation: At this level, our awareness level is raised and we intentionally seek humor opportunities. We make it a point to read the daily comics, we ask others to share a joke or story, we become aware of humor we might have otherwise missed if we had made the assumption: Nothing funny happens here. We incur benefits more frequently, although not necessarily on a regular basis.

Proactive humor creation: At this advanced level, conscious effort is involved.  We attempt to create humor opportunities. We schedule time for play and entertainment in our daily schedules. We purposely create situations to amuse others or ourselves. We establish goals to utilize humor on a regular basis and attempt to make humor a habit. We enjoy the positive functions and benefits of humor on a regular basis.
While we may gain benefits from humor and laughter when enjoying it passively, there are even more advantages in being active participants by producing a humorous state of mind for ourselves. By incorporating a ‘humor habit’, we gain maximum profit from the wide and wonderful range of benefits at our disposal. Why not get the most bang for your yuck? Make humor a habit!

Mirth Managment: Kudos to Cosmoflex

Kudos to Cosmoflex, Inc. in Hannibal, MO and to the ingenuity of Operations Manager, Max Nicholson and Safety Committee Member, Mike Allen.  The task: A 3-year safety certification required by OSHA for all 50 employees at the plant.  The creative solution: A rodeo with a forklift—No bull!

Over the course of 2 days, all four shifts at Cosmoflex (a subsidiary company of Goodyear Tire and Rubber Co.) participated in a certification process like none before.  Outside the plant, a course involving all the necessary skills for using a forklift was laid out and put into place.  Exercises included a ‘Loaded Figure 8’, the ‘Stack and Back’, the ‘Ram and Jam’ and removing a basketball from a pylon and dropping into a basket.  The safety committee judged the employees individually and as teams on knowledge, accuracy, speed, and safety.  During the competition, everyone enjoyed an outdoor barbeque, drinks and music.

The initial goal was simply to complete certification for all employees.  When asked if there were any unexpected benefits, Nicholson and Allen agreed that they hadn’t anticipated the amount of strategizing and teamwork they observed.  “You can’t force teamwork,” said Allen.  “We saw great communication and tons of enthusiasm.  People were hooting and hollering, and lots of laughing.” He added, “This really perked up everyone’s attitude, and in a small plant—attitudes are contagious.”

This year’s winner, Brad Pemberton (with an individual time of 6 minutes and 36 seconds), won a gift certificate for Lula Belle’s—a popular local restaurant/bed and breakfast.  Team winners enjoyed a pizza dinner at the plant.

Was there a downside?  Nicholson said, “Just that the employees didn’t want to return to their posts—they enjoyed watching their coworkers compete.”  Even though the certification is good for 3 years, Cosmoflex plans to repeat the event because of the overwhelmingly positive feedback.

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