Yesterday I had coffee to touch base with a new friend, Jason Barger, the author and architect of the book and viral movement to “Step Back From the Baggage Claim.” Jason had a weird big dream a couple of years ago. He decided to leave a job he was well suited for, for which he was well recognized, and which paid well enough, to write a book. Not just any book, but a book that chronicled a cross-country air trip he took from Columbus to Boston to Miami to Minneapolis to Seattle to San Diego and then back home over one week without leaving the airports or the planes! His objective: to observe and think about how we behave when we’re traveling through the world. He made many insightful observations in between fitful sleeping bouts with a soft-sided backpack and chrome chairs.
One of those insights was that we all tend to crowd the baggage carousel when the buzzer goes off, making it difficult for anyone to see their bags emerge and, inadvertently, lengthening the time it takes for everyone to secure their luggage and get on home. If we could only learn to “step back from the baggage claim” when that annoying buzzer goes off, and maybe even help the elderly and young with their bags, we’d all get home sooner and feel better about the trip.
Gee, serving others first makes it better for everybody. What a concept. Wish I’d thought of it.
So, here’s a link to amazon.com and Jason’s book. Go online, buy it, read it, and then leave it in the airport next time you fly for someone else to “read and seed.” You’ll be glad you did. http://www.amazon.com/Step-Baggage-Claim-Jason-Barger/dp/0615226663/ref=sr_1_1?ie=UTF8&s=books&qid=1275680003&sr=1-1
Second, Jason and I brainstormed ideas for actions that each of us could take at our workplaces that might be the closest analogy to stepping back from the baggage claim–simple, easy-to-master little things that would have the largest positive impact as we travel through that world. I’d like to hear from you about what YOU think some of those might be.
Here’s my first thought:
Listen.
Give the gift of generous listening to others as a way of stepping back from the baggage claim. Here’s a good three-step way to train people in the art of business discussions to resolve issues or clear up disagreements. It’s like BUILT TO LEAD’s “seven good minutes” exercise of deep listening, made more like “seven and a HALF good minutes.” This technique, if enough people made it their practice, could change your organization for the better in a week.
1. Decide who will speak first. In general, let the other person go first, unless they want you to. As you listen deeply for complete understanding of their point of view, resist comments and even questions. Just listen. If you need to ask questions, limit them to those that help your colleague clarify their thoughts to improve your understanding. You must absolutely avoid using questions to redirect the conversation to something you wish to talk about. There’s time for that coming soon…
2. Restate what you just heard to the other person’s satisfaction that you have heard them fully. When they agree you have, then it’s your turn to speak. But rather than launching into your point of view, you begin by…
3. Reviewing the areas of overlapping AGREEMENT between their point of view and yours. Make that the first thing you say. Only afterwards, review the remaining elements of your point of view that may disagree with theirs.
Reverse the process. Chances are that both parties, feeling well served by the other with the courtesy and care of their deep listening, will be much more psychologically open to resolving the issue together.
It’s a little thing that has such a HUGE impact. Imagine if you worked in a company where everyone from their first day was trained to approach everyone else with this easy model of conflict resolution. Very cool.
Let’s hear some more ideas of stepping back from the baggage claims in your company.
BUILT TO LEAD 