In 1986, along with four other trainers at Xerox, I was assigned to teach the new basic training program at Xerox called L87. I had no idea why it was given that name. After a dreadfully short period of time trying to learn it, I found myself up in front of a room full of eager new employees with 80 hours of instruction in front of us. I found myself thinking of one of my favorite exchanges from the Wizard of Oz, and I was the Cowardly Lion…
Rob Jolles: “All right, I’ll go in there for Xerox. New curriculum or no new curriculum, students or no students, I’ll tear them apart. I may not come out alive, but I’m going in there. There’s only one thing I want you fellows to do.”
My Fellow Trainers: “What’s that?”
Rob Jolles: “Talk me out of it!”
As a trainer who had only been working for Xerox for a couple of months, I was as green as I could be. I scribbled light pencil notes on carefully prepared flip-charts so I would remember what came next. I wrote reminders and notes on all my overhead frames, (yes, overhead frames!) so I would remember what else to say and do. I was nervous, and I was vulnerable, and my delivery was rough. I didn’t know a lot of the answers to questions, and I forgot things I should have known. Yet, it may have been one of the greatest programs I ever delivered.
Although I was inexperienced and unskilled as a speaker, I made up for it with an unwavering and staggering amount of energy. I didn’t walk around that room; I ran. I didn’t casually greet people as they entered each day; I warmly embraced them. I didn’t manufacture a mild degree of compassion for a room full of new learners; I showered them with a level of empathy I’m not sure I’ve ever been able to reproduce in over two decades of delivery since. And the students felt it.
When the class was over, the students gave me a gift. It was a Mont Blanc pen with my initials in the pocket clip. They had no idea it was my first delivery of this program, and I never revealed this piece of information to the class. They liked the class and appreciated my effort, and they just wanted to say thank you. It was the first, and last, gift I ever received from a group of students in almost 30 years of professional speaking. So what do think: Was I just lucky?
Actually, luck had little to nothing to do with what happened. The fact is, when we are tasked to do things that we’ve never done before, all we have is our sheer desire to succeed. When we turn that desire loose, and trust that it will show us the way, we achieve heights that are far greater than we could ever imagine.
The tough part is trying to reproduce that adrenaline rush. Ironically, I’ve often seen a direct correlation between job intelligence and client perception. Ready for this? The more seasoned and knowledgeable we become, the less effective we become. This is no coincidence. I believe it’s because we lose that adrenaline and that desire that led us to our initial path of success.
In the end, success has far less to do with product knowledge, and far more to do with sheer effort – the kind of effort found in those more vulnerable moments in our careers. Imagine what happens when we successfully combine the two. Now that’s scary.
Hi,
Coaching and Mentoring, as being a certified member of EMCC, European mentoring and couching council and having the privilege to run coaching academies, I could not agree more with Rob.
To support this Blarticle, I´d like to share my criteria of measuring trainers/ coaches:
C : content – you need to know what you train
A: added value – to share your experience and competencies, success stories etc
T: Trainer and facilitation skills – how to get everybody involved etc.
In addition to those, we need 3E´s to get sustainable capability.
Empathy
Energy
Enthusiasm
br
mika,
according to Rob next to his energy ( signed in written:)
I love you Rob!
I’ve always been an Energy and Enthusiasm guy, but after reading your comment, I think I’m going to add Empathy to that list. You nailed it with that comment by breaking down all the factors involved. Most obsess with the content, which in time will come, but I like those three E’s the best. Welcome to BLArticle® nation Mika! I like you too!
Hi Rob,
May a share a story with you that mirrors your observation?
A couple of years ago, my wife was singing with an amateur opera company who performed a series of six concerts over the summer months. The first night of the season was several weeks earlier than normal and the company were concerned that they were not prepared. But, do you know what, I watched every performance that summer and the first night was the best of all; they felt a bit vulnerable, they put in the extra effort and it made all the difference.
What a GREAT story to add here. One of the most rewarding aspects of sitting down, and putting my thoughts out there once every two weeks, is hearing the connections people make to these messages and hearing their stories. You said it well; “vulnerability” seems to create an energy that’s hard to duplicate. So glad you shared that with us. Thanks for posting Bruce – always appreciated!
Rob,
We have not talked in a while but I think of you often.
I was really touched by the mont blanc piece of the story.
Thanks Gary Austin Have a great weekend
That’s interesting, because I think of you too. That Mont Blanc made it into my new book because there’s a story that deals with justify unethical behavior, and it’s a story about that pen. I loved that pen, and one day I left it on a table and when I came back, it was gone. I was really disappointed, and about a month later I sat down at a table in a library and there was a Mont Blanc pen. Mine had my initials on the clip, and this one did not, so I knew for a fact it wasn’t mine. I picked it up and convinced myself that because mine was taken, I should be allowed to take this one. Thankfully, I did not, but it clarified my thinking about how easy it is to justify unethical behavior. Thanks for posting Gary and great hearing from you!
Rob – that might have been my pen!
Seriously, that was a great Blarticle, and it inspires me to seek to recreate for my next presentation that “first time adrenaline” you so well described. If you invent a pill I can take to do it I will help you get a patent on it pro bono!
~Mike
I not only still miss that precious pen, I’ve never wanted another one. That one held too many memories. There’s no pill for that adrenaline, but a helper is to have something at stake before any delivery. My mental mantra? “You’re as good as your last presentation.” You’d think after almost 30 years of delivery I’d find another, but that one works for me because no one cares about last week’s delivery. Great hearing from you Mike!
100% agree. Enthusiasm, effort and energy are huge contributors to success. If you lose the passion, you lose the effort and become far less effective. I love this BLarticle. Thanks Rob for keeping the fire burning.
Yes, these are critical factors. The problem is most of us don’t wake up and say, “I think I won’t be enthusiastic today!” As we get smarter, we become vulnerable to slipping into an unconscious incompetent arrogance. That arrogance is what tarnishes our energy and enthusiasm. So, we stay focused on what really matters. It’s just a crazy irony though isn’t it? Thanks for posting Doug!
Great article and agree completely. Great reminder about how to make people feel good and show enthusiasm for what you are presenting — Thanks and have a great weekend.
Imagine making that audience “feel good,” putting that enthusiasm of a first delivery into it, and then dropping that information in? Now that’s a presentation I’d like to sit in on! Loved hearing your voice Madeline. Thanks so much for posting.
Another keeper Rob. A great lesson for any profession and perhaps a reason some managers require multiple new experiences on a regular basis. Each new experience gives the opportunity to re-create that initial enthusiasm.
BLArticle® nation should know you’re hearing the voice of one of the best principals I’ve ever met. As a principal, you managed a boat load of teachers and administrators and no doubt saw those first year teachers blast into those classes with energy and enthusiasm that masked their own insecurity. Your job was to keep it going, and I really liked your comment about providing new experiences for them. That’s why I’m a fan of team building opportunities for a grizzled staff. Thanks so much for sharing those thoughts Bill. Always great hearing your words of wisdom.
Your story is my story and it is so wonderful to be reminded of that Adrenalin rush and warm sense of being valued for the frightened but passionate effort of a rookie. Thank you for helping folks to understand both the vulnerability and the fulfillment of such an experience.
Ah, another teacher and principal chiming in, and one with a last name that looks familiar to me! Like Bill, I suppose your challenge as a manager of teachers was how to recreate that “rookie” energy once teaching became easier. Again, it’s funny how that vulnerability we all fear is really one of our best assets. Thanks so much for jumping in here Dee. I know for a fact you didn’t just write those words; you lived them.
It is wonderful that you make the time to read and to reply to those of us that cared to write you. Lots going on in my life. Thanks and call when u can
I agree with Dee. I’m always amazed that you answer every comment, sometimes with a longer response than the original. Now that’s all 3 E’s and an “A+” for effort. Really enjoyed this BLarticle!!!
You had to know I’d be answering this one! I figure if someone is kind enough to not just read what I have written, but takes the time to post a comment, the least I can do is say thank you. So here’s a thank you for your comment and kind words. Great to hear from you again Terry.
I am trying several new things lately and the amount of effort is high. Encouraging to get this message that the adrenalin rush and lack of total expertise will be pluses. This is a great message for people who are in stretch roles that require stepping into the unknown.
Stepping into the unknown. It’s an old thought, but I’ve always liked the saying, and shared with my kids, “When you’re feeling butterflies, you’re growing.” I’m quite sure whatever new things you are trying will be successful, and you know why I’m so sure? Because along with adrenaline rush you’ll be feeling, is the sincerity and conviction you will be displaying. There’s no stopping you Jeannie – this I know! Thanks so much for posting.
Excellent BLArticle. I’ve had similar success in new fields, and now I understand why inexperience can often be an advantage.
Almost defies logic, but inexperience can be a key ally to our success. I just want to figure out how to summon up that kind of energy when we are no longer inexperienced! Thanks for posting Bruce.