One upon a time a service rep for a financial firm shared her story about having to deliver some bad news to an elderly client. The news was that she had discovered that a unrelated professional to the financial firm was skimming money from her accounts. The client was extremely upset and hurt to learn she had misplaced her trust with a long-term relation. The service rep wondered how she could have better delivered the news.
I drew a straight line on the flipchart and said, “We often like and strive for this: a calm, peaceful, steady event. However, does anyone also know what this also represents?” There was no answer from the group, so I drew another line (Figure 1). I asked, “Does anyone know what this represents?”
Several did answer, “Heartbeats.”
“Okay, if this represents ‘heartbeats,’ what does this straight line represent?” Again, there was silence, so I answered, “It represents a flat EKG!” Pausing to let this sink in, I then continued, “Now, if we look at the entire cycle of a resting heartbeat (B), we will find that close to 85% of it (C) is calm and very flat. However, this part doesn’t keep us alive. It’s the remaining 15% (A) that does.”
“So now, let’s return to your story. Every day you must have many aspects of your job that are fairly routine, that you can do almost without much thought. I also have to believe that events such as you had with this client are rare?” The service rep nodded her agreement.
“However, what really gives your job life, what really makes your talents valuable, is what happens in this part of your job (A) not in this part (C). Without this (A), your job is lifeless, boring. So, what I’m suggesting is that these parts of your job (A) are only a natural occurrence in the performance of your job (B).
I would also extend this to life in general: life is like a heartbeat. What keeps it going, what keeps life lively is the 15% not the 85%. So, my question to you is this: Do you want your life to be like this (the flat line) or this (Figure 1)?”
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