Community leaders from education and business answered questions about what they do and how they deal with successes and complaints during a panel discussion Wednesday at Leadership University.
The Ector County ISD event was held at Crossroads church and will run through Thursday.
Moderated by ECISD Chief Communications Officer Mike Adkins, it featured University of Texas Permian Basin President Sandra Woodley, Odessa College President Gregory Williams, Executive Director of the Education Partnership of the Permian Basin Adrian Vega and Odessa Chamber of Commerce President/CEO Renee Earls.
“… Leadership isn’t about title or position. It’s about purpose, so then it becomes a matter of what are we trying to accomplish? Now I get it, you know, if you’re hungry and you’re trying to work your way up, and do the next thing; I get it. That’s all part of it. But then the other thing that came to my mind if we really understand our purpose, I guess it’s the same proverb that came to my mind is chop wood and carry water before enlightenment. Chop wood and carry water after enlightenment. In other words, if I get promoted, great. Guess what that means? That just means I have more responsibility to further the cause. …,” Vega said.
This goes back to motivation and what you’re trying to accomplish. When he would get overwhelmed, Vega said he would go to the cafeteria and sweep.
“The reason I would do that is because not only (did) it kept me grounded, but at least I have control over that because there are things that we honestly don’t have control over in that moment …,” Vega said.
Earls said you never forget where you started and if you see a need, or something needs to be done, you roll up your sleeves and do it.
“… You don’t wait for someone else to do it for you. You do it. I also think that because we are in a community that offers so many opportunities for people to get involved. Don’t wait to be asked. If you see something and you want to do something, jump in and do it and the people around you will see that natural leadership rise to the top,” Earls said.
Williams said people can practice before they get the job they’re waiting for.
If you go to a restaurant, treat the waiter or waitress the way you would treat the most powerful person in the world.
“Do that every day. Practice those muscles,” Williams said.
When someone brings you something, you’re going to give a tip.
“Why can’t we say thank you to someone? Why can’t we say how much we appreciate it. I can’t give an evaluation, especially if it’s going to be positive to the waiter or waitress at the end of the visit. Again, most of them are gong to be positive. That’s what you’ve got to do in these roles. You can practice all the time; work those muscles, to be a person who cares, that connects with others,” Williams said.
Asked about customer service, Earls said you get one shot at it. People remember how you treated them.
“I think we live in a society where there’s so little civility and respect these days that when you do treat people with respect, or you are kind that’s noticed. It’s unusual. Isn’t that sad about our society today that we may all disagree on something, but we can still be respectful and be kind. That goes a very long way,” she added.
Woodley said UTPB had a culture problem.
“… Our students called it the Falcon shuffle,” Woodley said.
Students would go to financial aid and financial aid would tell them they had to see the cashier and the cashier told them they had to go to financial aid, for example.
“There wasn’t this overwhelming culture. There were plenty of really kind-hearted people. But our system was set up in such a way that it was not easy for students to navigate and we have a lot of first-generation students who haven’t been to college before. They didn’t have a long line of parents, or brothers, or sisters who can help them navigate how to fill out a FASFA. What happens when you register; what if your classes aren’t where they need to be; what happens if I’m on academic probation; all of the things that students have to navigate. And so my gosh, we’ve come a long way in the last five years to really focus on the culture and the training and the expectations, honestly, of every single member on our Falcon team, or what it means to be kind-hearted and to have that extra mile service,” Woodley said.
She added that this doesn’t mean you’re not going to have to give a difficult answer to a student who missed their exam.
Woodley said you don’t know what students have been through.
“You don’t know what challenges they have in their everyday life,” Woodley said.
The most important people on your team are those who deal with the public, the parents and the students. For UTPB, it is the advisors, cashiers and receptionists, for example.
“… What a great or horrible experience you can get in a quick minute in any one of our offices, so you cannot assume that everybody on your team all the way to those front line employees know what to do, or how to defuse a situation that’s getting out of hand; how to give difficult news in a way that provides dignity and is kind for someone who may be really having a bad day. So I think that’s the lesson I constantly learn every day is we really have to support all of the members of our team, particularly those who are on front lines,” Woodley said.
If she gets a complaint, she said it’s important to be honest and don’t make excuses. Even if you think you’ve done nothing wrong, don’t assume you know everything.
“So I think honesty and sincerity in the communication, making sure that whoever you’re dealing with on the complaint understands what the issue is, that you’re interested in finding a solution. … I also think it’s important in these communications when there are complaints, or there’s conflict in my five-year tenure here … I think you have to be a person who is reflective enough to consider how you could have handled that better, and then take the opportunity to have conversations with those who have felt slighted, or who have felt wounded by your decisions …,” Woodley said. “And you can go back and apologize and say you’re sorry it turned out this way and you should have done things better.”
“I’m learning something. Let me see what we can do about that,” she added.
Woodley added that you shouldn’t take criticism personally and there is no substitute for a conversation with people who are upset.
“I’ve had small groups where people can come and visit. They need to be able to without judgment, tell you all things that that they feel about a decision that you’ve made or some controversy. In the end, you may have made the right decision, but you must hear out the criticism. …,” Woodley said.
Earls said to think before you speak and listen because sometimes they just want to be heard and learn from that. “We can always improve upon things,” she said.
