How do you keep up staff morale during tough times?
This Thursday we are doing a free webinar on staff morale. It was a panel discussion with three seasoned leaders of organizations. The webinar is free to everyone. Information is at the bottom of the email. We made a one-page handout of the best takeaways. My favorite is at the bottom: “Immediate answers are NOT […]
“If you don’t do something about Joe, we will!”
Mike didn’t look happy as he worked his way through the crowded shelter dining room heading towards me. Mike had been homeless for several years. I knew him well. I knew the conversation we were about to have wasn’t going to be pleasant. “If you don’t do something about Joe, we will,” Mike hissed at […]
The problem with de-escalation…
De-escalation has one MAJOR problem. The problem is NOT that it doesn’t work. The research is clear that de-escalation works: No, the problem with de-escalation isn’t its effectiveness. The problem is that someone has to go first. In conflict, someone has to go first… and lower their volume. Someone has to go first… and genuinely […]
A few years ago, I gave up cynicism for Lent.
A few years ago, I gave up “cynicism,” “inaction,” “powerlessness” and “apathy” for Lent. I was tired of feeling helpless in the face of what was happening to our country. I needed to do something more than just complain on social media. For 40 days I called a legislator’s office every day. I gave my […]
“Dementia Acquired Racism”
I have a confession: I made up the term “Dementia Acquired Racism.” The term may not exist, but the concept is very real. Many people think of Alzheimer’s and Dementia in terms of “forgetful old people.” Reality can be far more challenging. Dementia generally—and Alzheimer’s specifically—can cause a person to behave in ways that are […]
A tool for solving drama.
Last week’s email introduced the concept of personality disorders. You can read it here: https://www.homelesstraining.com/people-dont-call-them-mentally-ill-they-call-them-jerks/ This week I want to share a quick tool for managing the drama created by someone suffering from a personality disorder. It comes directly from Dr. Gregory Lester, who is this month’s webinar. If you want to watch my interview […]
There are no Saints.
There are only two types of people in this world: Type 1: Good People They are kind and patient. They volunteer at homeless shelters. They help little old ladies across the street and find lost cats. They watch documentaries, read the BBC, listen to NPR, drive the speed limit and cross the street at crosswalks. […]
Stop telling your staff to be compassionate.
I love empathy. I’m a big fan of compassion. I think that professionalism is the bee’s knees. I also think that telling your staff to be empathetic, compassionate, and/or professional is REALLY bad advice. How to coach your staff to get better at de-escalation It is very natural to try to inspire your staff to […]
The problem with prejudice
I love people. When I ran a homeless shelter, I saw hundreds of thousands of acts of kindness. My heart has been forever warmed. In my 46 times around the sun I have seen countless people help strangers simply because it is the right thing to do. Every time, my soul overflows with gratitude. My […]
Abusive people on the phone.
Dear Ryan, I answer the phones at a shelter. The problem is that our shelter is full. I put people on our waitlist and provide them with information on other options (none of which are good). Some people are “not very nice” to me when I tell them we are full. I’ve been cursed at, […]
