Monday, December 6, 2010

Self-Preservation for Servers

'Tis the season. The season for what depends on what you do.

For some it's the season for shopping, partying and merry-making. Cozy times with friends and reunions with family. Church or synagogue activities. Caroling. Fun get-togethers. Vacation days ahead. Chestnuts roasting on open fires and all that jazz.

For those who make the merry-making possible, however, the winter holiday season can be 2-month stressfest: too much overtime (and not enough family time), homesickness, crabby customers, feeling like everybody's favorite shooting target, missing out on gatherings because of work, long hours on tired feet, the feeling that if your head ever hits the pillow you might never wake up, and in the end, a paycheck that barely pays for basic necessities.

I know; I've been there. I vividly remember closing up the candy store where I worked at 9 p.m. on Christmas Eve and realizing that whatever bus was running through downtown Seattle wouldn't get me to the family gathering before everyone else left. Fortunately I was 24, single, mostly footloose and didn't mind overly much. If it had happened half a decade later when I was a working mom, I would have minded terribly. At 32, with a baby, I hated being away from home on holidays.

During those years I often wondered whether it's possible to have a spiritually significant winter holiday season as long as I continued to work in the retail/restaurant field. Later, when I worked in public education, I had official winter breaks but a second "career" in music meant that December was still packed.

Over the course of three decades, including my last 4 years in customer service once again, I've worked out ways to smooth out the bumps and work in as much personally meaningful observance and celebration as possible. Here they are:
  • If you're working more than 40 hours per week, either at one job, several PT jobs or a job plus shows/gigs, get as much rest as you can. Yeah, I know, you snort, They all say that. But I mean it. If you're worn to a frazzle, you can't make anyone happy, including yourself. If conditions at home prevent a full night's sleep, consider some occasional creative alternatives to sleeping at home. One friend of mine offered free house-sitting services in exchange for being able to stay at the places she watched. Last December this gave her a total of 10 days away from home, in a bed all to herself with no background TV noise to filter out. She credits the fact that she's still married to her house-sitting gigs. Take naps if you need them. If you drive, keep a blanket and alarm clock or kitchen timer in your car; if you must use the staff room, use headphones as a "do not disturb" signal. And take it easy on the caffeine - past a certain point, it doesn't help.
  • Even if you're not religious or you don't practice a spiritual/philosophical discipline, take 15-20 minutes every morning to do emotional protective work. If visualizing works for you, close your eyes and create a mental picture of being surrounded by a protective bubble of light, a bubble that allows positive energy in but screens out malicious or detrimental energy. If you pray or do workings, ask for protection from the effects of others' ill intentions. Putting up self-protective energy won't turn you into an unresponsive emotional Vulcan - it will make you less vulnerable to the energy vampires that suck the juice out of you and still leave problems unsolved.
  • Find a time during each day when you can connect with the spirit of the season as you experience it. For some of my traditional Christian friends this means time for prayer and Bible study. For a Pagan friend who practices a blend of traditional Celtic and Native American Earth spirituality, it means going for a pre-dawn walk. For a Zen Buddhist colleague it means silent mindfulness meditation. And for yet another friend who doesn't belong to an organized religion, it means having a long talk with her sister or mother. You decide what's meaningful to you.
  • See what social events you can reasonably do. Tell family/friends that even though you might be late, you still want to come just to check in. If you're short on money or time this year, let them know. If they love you & want to see you, your presence will be what matters, not the price of your gift or quality of your potluck dish.
  • If you work in retail you might be able to take time off after the holidays. Request vacations days during January or February, and think about how you really want to spend them. If packing up and flying off to some destination is more stress than it's worth, forget about it. Stay home and catch up on sleep, reading or movie-watching, and visiting friends. On the other hand, if you really want to go somewhere, then go.
  • Above all, ask for help and understanding if you need it. This is the hardest thing for me to do! As the oldest of six and a do-er, I feel embarassed asking for help or saying "I'm feeling overwhelmed by all this." But I've learned that if the mother ship sinks, a few piddly life jackets won't do any good. If you're a stiff upper lipper like me, suck it up and ask for help.
For the last decade I've experimented with "doing" the holidays and have come up with a rough plan that fulfulls basic obligations (but not unreasonable ones), takes a packed December schedule into account, provides pockets of observance and celebration around the Solstice and Christmas, and gives me (Finally! Yessss!) vacation time in January. Every year my household adjusts our celebrations to fit available times. It's worked for 20 years but it took a lot of experimentation. Toggle and tweak whatever you need to.

Best seasonal wishes to all of you, especially those of you who make celebrations possible by assisting customers, serving food, caring for the ill or elderly or for children, providing music and other entertainment, providing emergency services (EMTs, firefighters, police officers) or who staff the many social services helping those who don't have a place to go. May you find meaning in the work you do as well as in your holiday celebrations.

Tuesday, November 16, 2010

Part 2 - Come Prepared

You increase your chances of reaching the most satisfactory outcome (within the limits of what's possible) from a problem-solving session with a customer server if you go in prepared:
  • Have a good grasp of what you want to accomplish. For a simple transaction such as making a return, this is easy. If the problem is more complicated - for example, you've lost your job and want to negotiate a doable monthly payment plan for a large bill - jot down your ideas before calling or coming in. If you're anxious about the situation, your anxiety might cause a "brain dump" when it's time for your meeting. Having notes will remind you of important points.
  • Speak slowly and clearly, especially over the phone. Mobile phones do funny things to people's voices and static often disrupts the message. I've noticed that customers who are upset or nervous about something often speak in a breathless word-rush when explaining a situation.
  • Have all the necessary information, receipts, documents, cards or account numbers on hand. When I worked for a drug store chain as a student, an astonishing number of customers would bring in an item to exchange or return, then look blankly at me when I asked for the receipt. Don't count on the business or service having a readily accessible copy.
  • If you don't like stuffing your wallet with all those cards, store your account numbers in your PDA or phone. Many organizations have company policies against conducting transactions over the phone without an account number; they can't look you up by name. This isn't because they want to aggravate you; it's because they need to make sure the caller is really you, and over the phone they can't check photo ID.
  • If the first person you talk to - probably a sales associate or call center rep - can't help you because of a certain company policy, request to speak with a manager rather than ask the employee to bend the rules. Customer service workers don't say "No" to reasonable requests because they enjoy it for it's own sake. It's because they could get written up for not following strict procedures.
  • Finally, if you thank the person who helped you, it'll leave good feelings and help ensure that you get great service on your next visit.

Monday, November 15, 2010

Getting Good Service Pt. 1

This blog is for people who practice an art and work a day job. However, I'm posting this piece because many of us day-jobbers work in customer service occupations. In my own working life, I've been a busgirl, waitress, cashier (now called sales associate) for a major retailer, sales associate at various specialty shops, receptionist, phone operator and library assistant. I've also worked as a preschool teacher and school staff assistant. All these jobs have entailed extensive contact with the public. Most of my working life has been "out there" rather than safely tucked away in a cubicle, removed from public scrutiny. I'm familiar with the common conflicts between customers and organizations. For this reason I believe I can offer insights to customers who approach customer service workers with a problem or need.

I'm also posting this because in a few weeks, we start the annual shopping orgy known as the Christmas Rush. It begins with Black Friday, so called because if retail operations make a good profit the Friday after Thanksgiving, it's likely they'll stay in the black during the holiday shopping season. I hope that this post (and possible subsequent ones) can contribute to a sane and civil holiday season.
_________________________________

Good to Know: Before You Approach Customer Servers
  • Assume that service workers want to help. If reasonable customers are satisfied, everyone wins: the business gets repeat customers, the customer gets what she wants and at the least, the service worker gets to keep her job...not a small deal during times like these. At best, she gets a commission, bonus or brownie points in her employee file. Give everyone the benefit of the doubt when you approach a situation.
  • Realize that service workers are people just like you. They have feelings, families, friends, hopes and dreams. Drop any ideas that they work in customer service jobs because they can't find anything else or they aren't smart/accomplished/educated/lucky enough for desk jobs. Many folks out there are doing what they can to make a living in tough times. And some of us actually like the contact with the public. People with university degrees and white-collar jobs need to get the message: occupations have very little to do with intelligence.
  • Above all, do not treat service workers like "hired help" or attendants in your personal retinue. Most of my readers would never dream of doing this but I've encountered enough Queens of Sheba in my various jobs to feel that it's an important point.
  • If you're coming in with a major gripe about company policies, realize that the person at the cash register, across the counter or on the other end of the phone line probably didn't have any say when that policy was made. Front-line people are normally the lowest on the company food chain. Depending on the company, they may have a single vote or no voice whatsoever. But chances are, none of them made the rule you're upset about. Save the venting for corporate headquarters. If a policy strikes you as unfair, request the name of the store or district manager, and thank the sales associate when she gives it to you.
  • Remember that civility greases the wheels while antagonism jams gears. Until you have evidence that the company or worker is trying to darken your day, use an even-toned voice and choose neutral words. If you feel like you've been slighted, stop and do an honest reality check. Is the store crowded? Was the line orderly, or was it unclear who was next?
  • After you've been helped by anyone, thank him or her. It doesn't matter that he's "just doing his job" like he was hired to do - this is never a good reason to fail to acknowledge good service.
Next: Specific things you can do to prepare for a customer service transaction such as returning items.

Monday, November 8, 2010

The View From Saturday

Sometimes two words can change your day.

Some years ago, I came slogging in to work on a dark, rainy Saturday. My mood was as black as the sky. Generally I didn't mind working Saturdays but that day I'd had to miss an event that my group did every year.

Zillions of Americans work "non-traditional" hours. However, artistic/cultural events are still built around the assumption that most people work day hours, M-F. If you play in a band, sing or are in community theater, having to work evenings and weekends on a regular basis can nip a lot of opportunities in the bud. Since most social events such as weddings and reunions happen on weekends, it's possible to exhaust vacation days just by requesting a Saturday here & there.

I was feeling cranky about missing the performance and resigned to having a lo-o-ong day. Then something amazing happened. The manager called us together for a quick pre-opening meeting, and thanked us for coming in. He said he realized that it can be hard to work on Saturdays even when the weather isn't miserable, and that he appreciated the hard work we'd be doing that day.

I'd never been thanked for coming in to work before. I suppose it could be considered icing on the cake; if you have a job, you're just expected to show up no matter what. But just knowing that at least one person knew how hard we worked and appreciated our efforts lifted our spirits.

Since that time I've acquired a schedule that's friendlier towards rehearsals and gigs, but I learned that day that a simple thank you can make an enormous difference to someone who's feeling overworked, stressed or sad. If I end up doing errands during the weekend - grocery shopping, filling the tank, ordering something by phone - I try to remember to thank the person across the counter or at the other end of the line. She might be missing out on something important, such as a child's ball game or recital, in order to provide a service that makes my own weekend run smoothly.

And even if it's just another Saturday for her, a thank you will make an already-good day better.

Monday, October 25, 2010

Blog Break

I will be taking a break from this blog during National Novel Writing Month - not just to (once again) attempt to finish a book but also to work on some other projects. Back soon...

Wednesday, September 22, 2010

Working With Your Hands is Good for Your Head

Why make stuff?

My friends who do visual arts, gourmet cooking, costuming and other arts & crafts tell me that it often has less to do with needing a particular item than it does the satisfaction they get from working with their hands. They practice their art even if they don't have any urge to earn a living from it.

Now there's evidence that handwork or even hard physical work can counteract the brain fog you might get from too much time at a desk, in front of a glowing screen. I'm still reading about this (Shop Class as Soul Craft by Matthew Crawford, Penguin Press 2009) so my information on why this is true is incomplete. I do know that after answering phones and tapping at a keyboard all day, it's a relief to pull a few weeds.

Friday, September 17, 2010

Deadlines

"I love deadlines. I like the sound they make as they go swooshing overhead." Douglas Adams, author of Hitchhiker's Guide to the Galaxy books

I love deadlines too. But it's sometimes awfully hard ot motivate myself to meet self-imposed ones. That's where the power of 2+ comes in. I've found that working with a creativity partner or belonging to a group helps immensely. Having to answer to others creates accountability, which motivates you to move. If you don't have this sort of support, find it by doing an online search for local groups or getting on your area's Craigslist. Post your own ad if you don't find anything already there.

Tuesday, September 14, 2010

The Five-Minute Writer

With National Novel Writing Month (often called NANO) coming up in November, many of us will be looking for ways to sneak tiny tidbits of writing into the workday when our schedules don't allow larger blocks of time. Here are some tactics that have worked for me:
  • Take the laptop or even pad & pen, sit in the car during breaks and lunch, and write in solitude.
  • If the staff room is fairly quiet, do the same there. Wearing headphones (even if you're not listening to anything) will send a message that you're not available to chat, if that's an issue.
  • Write five minutes before leaving for work, in addition to whatever you're already doing.
  • Write five minutes after arriving home, in addition to what you already do.
  • Write whenever you're sitting in a waiting room, in the car at soccer practice, etc.
  • Write during empty transition times such as when waiting for food to cook or the laundry to finish drying.
  • If you commute by bus, write during your commute...if it doesn't give you motion sickness & you can get a seat!
Many of these tricks can be used with activities other than writing. If you can lose the assumption that productive work can only be done in large blocks of time, you'll be surprised by what you can accomplish.

Monday, September 6, 2010

What We Do For Love

(Note: This is a piece I wrote for another publication several years ago. Since it was written for a magazine, it's considerably longer than the average blog post.)

A mixture of apprehension and anticipation swirls though the green room as members of my music ensemble, Vancouver Madrigal Singers, adjust costumes, work out last-minute glitches in our pieces or tune a recalcitrant instrument. We specialize in 16th and 17th century English madrigals for most of the year but during the holiday season we mix Medieval and Renaissance fare with modern interpretations of traditional carols, sometimes to accompaniment on period instruments. We’re only one of countless groups performing at the Grotto, a Catholic center that puts on a regionally famous month-long Christmas event called The Festival of Lights every December. Performing at the Grotto is a high point for many groups during the holiday season – hundreds come to listen, and the acoustics in the high-vaulted stone sanctuary are unsurpassed.

We’re on in five minutes. Even those of us who worked all day, arriving here feeling exhausted and scattered, are getting our second winds. It’s been a long and sometimes challenging journey from our first practice for the winter holiday season way back in September to this moment, and none of us wants to miss it by not being fully present.

During the first few rehearsals for Christmas performances, most of our time is taken up by combing through previous years’ repertoires, deciding which pieces to keep, and looking over new material. Then we sight-read the new pieces and decide which ones will work, given the particular mixture of voices available that season. This always involves a certain amount of wrangling. One member wants to keep a personal favorite while another claims she can’t bear to sing it yet another year. Someone wants to try more experimental material while someone else thinks we should stay closer to our roots in traditional music. As usual, a number of our pieces are in Latin and a few in German, Italian or Spanish, but I hear a few soft groans when a song in 14th Century English is proposed. As a democratically-run group, we make our decisions via a motley mixture of voice votes, debate and sometimes default.

Then we pick our way through sight-reading the new pieces. By this time it’s early October and with only 7-8 weekly rehearsals until the first performance, each of us has to negotiate a steep learning curve. Nearly every member of the group has had extensive choral singing experience – high school, college, community choirs – before arriving here. Some have also performed in musicals or light opera, played instruments or directed church choirs. Nonetheless, the sheer volume of material to be learned, along with the complexity of certain pieces make this a challenge for even our most accomplished musicians.

Rehearsals are for combining and blending; we’re expected to work out the particulars of our parts on our own. This means blocking out time at home (and for many of us, also finding space apart from kids, spouses and household demands) to work through the parts with the help of piano or our practice MP3 files. When we take a new piece home at the end of one practice, we’re prepared to work with it all week so that when we meet the next week, we can focus on bringing the parts together. With 2-4 people per part, there’s no hiding behind another voice – if someone doesn’t know their part, it shows.

As the season progresses, we add instrumentation, rearrange pieces, try solos or small group combinations. Then we string it all together in an order that lets the pieces complement each other. When November rolls around, we’re adding sectionals, small group practices and other additional rehearsals to the schedule. Typically as we head towards Christmas, we may spend several hours a week practicing alone at home or in the car, 3-4 hours in our regular Sunday afternoon rehearsal plus another 2 hours in additional practices. During this season, some members are also juggling extra commitments in church music or community choral productions. I joke with my husband about his annual stint as a music widower but in fact, he and I sometimes go for weeks without being in the same room for more than a few minutes.

Then when December hits, the group typically has 2-3 performances of approximately an hour on Saturdays and Sundays, with an occasional weekday evening gig as well. Often by this time, one or two members have come down with the seasonal scourge known as the Common Cold, so they either battle fatigue in order to make performances or the rest of us make do with reduced ranks. For a few of us in customer service positions (and our one church choir director), job activity in December reaches a feverish pitch. The parents among us have to factor in kids’ holiday programs and parties.

Sometimes the whole experience feels like being run through the spin cycle in a heavy-duty washing machine. It would be so much easier to just come home, plop down on the couch and spend the evening watching TV and eating potato chips.

Why, then, do we go through all this effort?

As one of my fellow members put it, “Because I can’t not sing.” For some, the drive to make music is so strong that neither snow nor rain, Hell or high water, overtime or illness or bad report cards can stop them.

Some of us have a different primary reason: without our Other Life, we’d be reduced to working at work and working at home, and probably burning out in both places.

Having an avocation (practitioners call it a passion, hobby, interest or “real” work, depending on the intensity involved) can function as a safety valve that lets us exercise abilities and indulge interests that don’t have an outlet in the workplace or home. When things aren’t going well on the job or with family, it reminds us that we aren’t just the world’s meanest mom or an anonymous cog in the company machine – we’re also artists and co-creators. Sometimes for me, this role often seems more real than the others. It’s a place to go when other things are going down the drain, a way of not putting all one’s eggs in one or two baskets.

Beyond that, there’s the rush a person gets from mastering a skill and practicing it in the company of like-minded people. Psychologists call it being “in the flow.” In theater and music circles it’s known as the performer’s high – after a really great rehearsal or gig, it can take several hours to come down from the pinnacle.

There’s no feeling like it. Currents of it run through the room as we line up to go onstage. We hear applause coming from the auditorium upstairs, a signal that the previous choir is done, and we’re on next. The Grotto volunteer working the green room tonight flashes a “five” with her hand – five minutes. We breathe, take final stretches, and yawn out kinks in the jaw as we get ourselves in order. The volunteer nods, and we silently file out the side door, up the outside steps where gusts of cold air greet us, through the stage door and into the spotlights.

It’s nearly impossible to make out any faces in the audience. Whoever is out there, we hope that somehow our music will give them something magical to take home, and that even audience members who’ve never sung a note in their lives will somehow be able to grasp the love and sweat leading up to this moment. The emcee gives a brief introduction. Our director quietly sounds her pitch pipe and raises her hand. Now!

Moments like these – giving one’s personal best to those who appreciate it, reaching a state of entrainment with the rest of the group or team, getting into flow – are why millions of people all over the country give up relaxing evenings and cozy comfort zones in order to sing, act in community theater, write stories, play soccer, practice a martial art, tango, chair neighborhood revitalization efforts, work for political campaigns, run for civic office, counsel troubled kids, care for shelter animals or engage some other passion.

Our country runs on volunteer efforts. Countless schools, bands and theaters, community services, neighborhood associations and local arts groups would not exist if it weren’t for people who do what they do for love, not money. A very select few may someday make a living doing what they love, but most of us are content with learning how to harness the energy we derive from practicing our art and channel it into other areas of our lives such as the job. Our art will at various times provide shelter and comfort during rocky periods, opportunities for challenge and growth when we’re static, a group of kindred spirits when we feel isolated, and a sense of contributing to our communities. Maybe along the way the work we do will even change someone’s life.

That’s why we can always manage to make time for doing what we love; it reminds us of all that we are and gives us a taste of who we can be.


What We Do for Love
A mixture of apprehension and anticipation swirls though the green room as members of my music ensemble, Vancouver Madrigal Singers, adjust costumes, work out last-minute glitches in our pieces or tune a recalcitrant instrument. We specialize in 16th and 17th century English madrigals for most of the year but during the holiday season we mix Medieval and Renaissance fare with modern interpretations of traditional carols, sometimes to accompaniment on period instruments. We’re only one of countless groups performing at the Grotto, a Catholic center that puts on a regionally famous month-long Christmas event called The Festival of Lights every December. Performing at the Grotto is a high point for many groups during the holiday season – hundreds come to listen, and the acoustics in the high-vaulted stone sanctuary are unsurpassed.
We’re on in five minutes. Even those of us who worked all day, arriving here feeling exhausted and scattered, are getting our second winds. It’s been a long and sometimes challenging journey from our first practice for the winter holiday season way back in September to this moment, and none of us wants to miss it by not being fully present.
During the first few rehearsals for Christmas performances, most of our time is taken up by combing through previous years’ repertoires, deciding which pieces to keep, and looking over new material. Then we sight-read the new pieces and decide which ones will work, given the particular mixture of voices available that season. This always involves a certain amount of wrangling. One member wants to keep a personal favorite while another claims she can’t bear to sing it yet another year. Someone wants to try more experimental material while someone else thinks we should stay closer to our roots in traditional music. As usual, a number of our pieces are in Latin and a few in German, Italian or Spanish, but I hear a few soft groans when a song in 14th Century English is proposed. As a democratically-run group, we make our decisions via a motley mixture of voice votes, debate and sometimes default.
Then we pick our way through sight-reading the new pieces. By this time it’s early October and with only 7-8 weekly rehearsals until the first performance, each of us has to negotiate a steep learning curve. Nearly every member of the group has had extensive choral singing experience – high school, college, community choirs – before arriving here. Some have also performed in musicals or light opera, played instruments or directed church choirs. Nonetheless, the sheer volume of material to be learned, along with the complexity of certain pieces make this a challenge for even our most accomplished musicians.
Rehearsals are for combining and blending; we’re expected to work out the particulars of our parts on our own. This means blocking out time at home (and for many of us, also finding space apart from kids, spouses and household demands) to work through the parts with the help of piano or our practice MP3 files. When we take a new piece home at the end of one practice, we’re prepared to work with it all week so that when we meet the next week, we can focus on bringing the parts together. With 2-4 people per part, there’s no hiding behind another voice – if someone doesn’t know their part, it shows.
As the season progresses, we add instrumentation, rearrange pieces, try solos or small group combinations. Then we string it all together in an order that lets the pieces complement each other. When November rolls around, we’re adding sectionals, small group practices and other additional rehearsals to the schedule. Typically as we head towards Christmas, we may spend several hours a week practicing alone at home or in the car, 3-4 hours in our regular Sunday afternoon rehearsal plus another 2 hours in additional practices. During this season, some members are also juggling extra commitments in church music or community choral productions. I joke with my husband about his annual stint as a music widower but in fact, he and I sometimes go for weeks without being in the same room for more than a few minutes.
Then when December hits, the group typically has 2-3 performances of approximately an hour on Saturdays and Sundays, with an occasional weekday evening gig as well. Often by this time, one or two members have come down with the seasonal scourge known as the Common Cold, so they either battle fatigue in order to make performances or the rest of us make do with reduced ranks. For a few of us in customer service positions (and our one church choir director), job activity in December reaches a feverish pitch. The parents among us have to factor in kids’ holiday programs and parties.
Sometimes the whole experience feels like being run through the spin cycle in a heavy-duty washing machine. It would be so much easier to just come home, plop down on the couch and spend the evening watching TV and eating potato chips.
Why, then, do we go through all this effort?
As one of my fellow members put it, “Because I can’t not sing.” For some, the drive to make music is so strong that neither snow nor rain, Hell or high water, overtime or illness or bad report cards can stop them.
Some of us have a different primary reason: without our Other Life, we’d be reduced to working at work and working at home, and probably burning out in both places.
Having an avocation (practitioners call it a passion, hobby, interest or “real” work, depending on the intensity involved) can function as a safety valve that lets us exercise abilities and indulge interests that don’t have an outlet in the workplace or home. When things aren’t going well on the job or with family, it reminds us that we aren’t just the world’s meanest mom or an anonymous cog in the company machine – we’re also artists and co-creators. Sometimes for me, this role often seems more real than the others. It’s a place to go when other things are going down the drain, a way of not putting all one’s eggs in one or two baskets.
Beyond that, there’s the rush a person gets from mastering a skill and practicing it in the company of like-minded people. Psychologists call it being “in the flow.” In theater and music circles it’s known as the performer’s high – after a really great rehearsal or gig, it can take several hours to come down from the pinnacle.
There’s no feeling like it. Currents of it run through the room as we line up to go onstage. We hear applause coming from the auditorium upstairs, a signal that the previous choir is done, and we’re on next. The Grotto volunteer working the green room tonight flashes a “five” with her hand – five minutes. We breathe, take final stretches, and yawn out kinks in the jaw as we get ourselves in order. The volunteer nods, and we silently file out the side door, up the outside steps where gusts of cold air greet us, through the stage door and into the spotlights.
It’s nearly impossible to make out any faces in the audience. Whoever is out there, we hope that somehow our music will give them something magical to take home, and that even audience members who’ve never sung a note in their lives will somehow be able to grasp the love and sweat leading up to this moment. The emcee gives a brief introduction. Our director quietly sounds her pitch pipe and raises her hand. Now!
Moments like these – giving one’s personal best to those who appreciate it, reaching a state of entrainment with the rest of the group or team, getting into flow – are why millions of people all over the country give up relaxing evenings and cozy comfort zones in order to sing, act in community theater, write stories, play soccer, practice a martial art, tango, chair neighborhood revitalization efforts, work for political campaigns, run for civic office, counsel troubled kids, care for shelter animals or engage some other passion.
Our country runs on volunteer efforts. Countless schools, bands and theaters, community services, neighborhood associations and local arts groups would not exist if it weren’t for people who do what they do for love, not money. A very select few may someday make a living doing what they love, but most of us are content with learning how to harness the energy we derive from practicing our art and channel it into other areas of our lives such as the job. Our art will at various times provide shelter and comfort during rocky periods, opportunities for challenge and growth when we’re static, a group of kindred spirits when we feel isolated, and a sense of contributing to our communities. Maybe along the way the work we do will even change someone’s life.
That’s why we can always manage to make time for doing what we love; it reminds us of all that we are and gives us a taste of who we can be.

Tuesday, August 3, 2010

Mental Vacations

We all need them, especially when the creative well dries up. But what if you can't take time off from work or you don't have the means to fly (or sail or drive) off somewhere? One alternative is to close your eyes and take that trip in your mind. I polled friends and acquaintances to find out favorite mental vacation destinations:

  • Town in Tuscany: Sun-baked houses with red-tiled roofs embanked on a sunny hillside with clusters of olive trees interspersed.
  • Caribbean Paradise: Vivid turquoise sea, diamond sand, waving palms.
  • Green Pine-y Forest: Better yet, with a crystal-clear glacier lake.
  • Sidewalk Cafe in Picturesque City.
  • Imaginary Spa: Hot water for soaking, a massage, lovely scents...
  • "My Grandparents' House."
  • Seaside (Oregon) in Winter: Cool, misty and solitary, tide out, breakers rolling peacefully.
What's your favorite mental picture or visual memory? What calms you? What makes you happy? Choose some favorite images for a mental photo album. When you're feeling stressed, tired, sad or depleted, close your eyes and get outta there, even if only for a few minutes.

Monday, August 2, 2010

Doldrums

We all get them. For me, August is doldrum month: it's too hot outside and inside to get anything done, I'm working extra hours & feel chronically tired, and the block's too noisy to sleep at night. For one of my friends, January's her black hole, when the fun of the holiday season is over and there's nothing to look forward to but months of gray skies. What's a working writer or artist to do?

  • Take a break. This might be a good time for a mini-sabbatical. Even if you can't get any time off work because you've used up your vacation days, take time off from all other commitments. Use your off-hours to spend time with family and friends, read, go to art museums, concerts, antique stores or wherever you get inspiration, and daydream a lot.
  • Change your daily routine. If you usually work on projects during the morning, try evening instead, or vice versa.
  • Switch projects for several weeks. Start a new one or return to an abandoned one.
  • Go somewhere new, even if it's only to an unexplored neighborhood in your own city.
Happy recharging!

Wednesday, July 21, 2010

Hotlinks

Here are links to a favorite site & blog by Summer Pierre, author of The Artist in the Office.

http://www.summerpierre.com/blog.html

http://www.summerpierre.com/

If you're serious about both your livelihood and your vocation/passion, her book is a must. Besides making a good case for not hating your day job, she gives numerous suggestions for making your job (and entire life, really) a work of art. Pierre's illustrations make the book visually appealing and easy to read.

It's funny - I started this blog because I couldn't find anything online or in print by people who were basically happy with their jobs but had other things going as well. All the websites I came up with when I queried "day jobs" focused on the "how to sell your novel so you can quit your job" theme. These past 6 or so months, however, I'm meeting and reading from more and more people like Pierre, artists who want to live an integrated life where every element feeds the others.

Synchronicity? Maybe the world is finally ready for the idea that a person can do more than one thing well.

Saturday, July 10, 2010

Keeping Boredom at Bay

Some jobs are so stressful so much of the time that having an after-hours life is hard because you're always recovering from adrenaline peaks and crashes. I've had a few gigs like that. Others are so repetitive and monotonous that your mind goes into hibernate mode. Done that too. It's hard to say which extreme is worse, in terms of being fully awake and able to make the most of your day.

Here are a few tricks for keeping boredom at bay, or at least the ones I've found most useful:
  • Each workday, determine to find something you can use for your after-hours project or passion. It could be a piece of information, a resource, someone who's done something similar and can help you, a new website or FB page where you can connect to like-minded others, supplies/equipment...anything that helps you along. Make a habit of this and you'll start to feel like you're on a perpetual hunt for buried treasure.
  • Pretend that your next job is destined to be the perfect one for you, but in order to find it, you have one condition to fulfill: master the job you have now and learn to love it.
  • Pretend that your current job is your dream job, according to God/Fate/the Universe. Try living one day as though you're in the perfect situation.
  • Every hour on the hour, stop and take three slow mindful breaths. Say to yourself, "Here I am." This simple Zen exercise will remind you that you're here, not in your home studio, on a tropical island or wherever your daydreams have taken you.
  • See if you can learn one new skill, even a small one. Just because.
  • Each workday, decide to make one person's life better somehow because of what you do at work that day.
I'll have more ideas later. These are a start.

Wednesday, July 7, 2010

Preventative Care - Yoga

The single best way I know of making sure that your body can handle all your activities - being on your feet, lifting, bending, pushing, pulling at work, then going on to a full evening - is to make sure you're in good shape to begin with. One extremely effective way of getting there is through yoga or better yet, a mashup of yoga and pilates.

You don't need to be able to jog five miles without pausing or bench press 200 lbs to be fit for work and life. You do need a back that's both strong and flexible enough to handle OTJ activity, great posture (slumping causes lower back pain) and stamina. One program that has it all is Jonathan Urla's Yogilates workouts (yogilates.com). His DVDs (level 1 & 2 are approximately one hour, level 3 is 80 minutes) blend practical yoga postures for flexibility and pilates exercises for core strength into seamless routines. And unlike moderate or high impact workout, they don't stress joints - an important consideration if you're a food server, sales associate or nurse and your knees are already taxed to the max.

If you prefer a more social setting, sign up for a class. For good results, go to class or do your routine at home at least 3 days a week. If you've never exercised before or have done it only sporadically, consider starting out under the supervision of an instructor.

Here's my down-and-dirty routine, the one I do if I have only 15 minutes that day. Even that 15 minutes makes a huge difference in my energy level and how I feel after work:
  • Forward bend, sitting - feet pointed, then flexed.
  • Hurdle stretch - point/flex.
  • Straddle stretch - point/flex.
  • Plough & shoulder stand.
  • Bridge & Fish.
  • Side twists.
  • And if I have time, the upright pidgeon pose.
This short routine hits all the body parts likely to get cranky during the course of eight hours of soldiering on - upper and lower back, knees, ankles and shoulders.

Try taking a yoga-pilates class once or twice weekly, do as much of the routine as you can remember (or get a DVD) for half and hour twice a week, and take a 20-minute walk during lunch break. See if this changes how you feel...and how productive you are at work and at Work.

Thursday, July 1, 2010

Protecting Your Physical Energy - Breathe!

One way to rev up at the end of a long workday when you have plans for the night is to give your brain an infusion of oxygen. Here are a few breath exercises I've gleaned from various yoga classes over the years:

  • Diaphramatic breathing: Sit up straight, breathe in as if your lungs are balloons, and breathe out as if you're deflating them. Let breath go all the way to the bottom of your lungs. You should feel and see your rib cage expanding.
  • Alternate-nostril breathing: Close your right nostril by pinching it shut and breathe in through your left nostril. Breathe out through your left, then pinch it shut and inhale-exhale through your right nostril. Keep alternating.
  • Hissing Snake: Take an enormous breath in, letting your chest and abdomen expand all the way. Hold for the count of 8. Exhale by hissing through your teeth slowly.
You can also pause every hour, on the hour and take 3-5 deep slow breaths. Like sipping water throughout the day, this will help you stay alert.

Tuesday, June 29, 2010

Who's got Your Back? Part 1

One of the perils of certain day jobs (especially in service occupations) is the physical strain that makes it difficult to do anything worthwhile after work. If you're on your feet all day serving food or giving care, if you're bending over to pull merchandise out of a bin or if you lift heavy objects, some after-hours activities, such as dancing in a musical, will be hard. Even if your passion/vocation is sedentary, such as writing, feeling achy and tired puts a crimp in your plans. I'll be writing more about measures you can take to alleviate pain and boost your energy, but here are a few quick suggestions to try:
  • Do your "other life" activities before going in to work.
  • Make sure you're in decent physical shape to begin with. I found that for me, a combination yoga-pilates class several times a week helped me become more resilient.
  • Work several hours of project time into every day off.
  • For heavy-duty house and yard projects, try getting a group of 3-4 friends or coworkers together and have a work party at each person's house. That way, necessary work gets done but none of you breaks your back doing too much.
  • Finesse ways to carry out tasks at work without making moves that practically guarantee injury, such as lifting heavy objects by bending over (I know, I know- easier said than done! Just do your best.).
More later...

Tuesday, June 22, 2010

Treasure Hunt

One very effective way to turn your job into an ally on your creative path is make a point of finding something at work that you can use in your vocation/passion every workday. I call this tactic the Treasure Hunt.

If you're stymied for ideas on how to get anything worthwhile from work besides a paycheck, use the reporter's "5 Ws" to nudge your imagination:
  • What: What goods or services does your place of work provide? Can these help you in any way?
  • Where: Where is your workplace located? Is it in an area that might have useful resources?
  • Who: Who are your co-workers? Have any of them been ever achieved a dream against odds and if so, would they be willing to share their stories with you? Could anyone provide contacts?
  • When: When do you work? If you're typically on during busy times, could any of the people you meet serve as resources? If you often work during slow times, could you use this time to brainstorm project ideas (while doing your job, of course)?
  • Why: This has to do with motivation - why you work for money and why you work on your passion for free. Can you tie your motivation for your Work-with-a-capital-w more closely to your job, maybe by listing and maximizing the good points about your job?
Each day, commit to finding one thing at work - a piece of information, a new contact, ally or organization, a bargain, an idea - that will help you along the way.

Saturday, June 19, 2010

Be Excellent

During my stint as a sub in K-12 schools I attended many meetings but I'll always remember one in particular. I'd been covering a long-term assignment as a personal tutor/assistant to a disabled girl and had been at the school for a month. At one time during the meeting, one of the teachers referred to me as "What's-er-name." She apologized afterwords but it still had the effect of making me feel like a servebot.

One of my favorite work/career authors is Deborah Ann Smith (Temp, Work With What You Have). In Temp, one of her tips for having good experiences on temp assignments is "be excellent to each other." The world would be a much better place if we all practiced this, of course, but I have found it especially crucial when I'm either working a highly stressful job or am in a situation where I'm new or temporary and not part of the longtime office community.

To me, being excellent to everyone includes the following:
  • Being interested in colleagues as people, not just coworkers. This gets me out of the "what can you do for me?" mode and into "maybe we can help each other."
  • Learning names. "I'm just no good at names" is a cop-out. Keep a notebook for stray facts and info when you're new on the job and jot down notes about each person you meet.
  • Greeting people when you pass them in the hall. This is so basic, but so many people don't do it.
  • I read a saying somewhere: "Be good to each other. Remember that each of us is fighting a battle." Remembering that every person has struggles we don't know about helps build empathy. It also helps us appreciate people as full human beings with loves and lives outside the workplace.
  • Refusing to get sucked into petty office politics or indulge in gossip.
No one can practice these perfectly all the time, but I've found in my own work life that just trying is a good start, turns it into a habit and makes a big difference.

Book

If you haven't read Five Good Minutes at Work by Jeffrey Brantley and Wendy Millstine, see if your local library has it. Part of the Five Good Minutes series, the book contains 101 brief (most take less than 5 minutes) activities or exercises for unloading stress, practicing mindfulness and recharging energy on the job. I found the suggestions for handling struggles in personal life during work hours especially helpful.

Thursday, June 10, 2010

A Lilttle Comic Relief

For those who work in customer service occupations, check out

http://notalwaysright.com/

if you've had a bad day or someone gave you a lot of grief. A little laughter goes a long way.

Tuesday, June 8, 2010

Books! Books! Books!

Here are a few books that have been helpful to me in the quest to enhance the experience and meaning of work:

  • The Off ice Sutras - exercises for your soul at work by Marcia Menter, 2003.
  • Awake at Work: 35 practical Buddhist principles for discovering clarity and balance in the midst of work's chaos by Michael Carroll, 2006.
  • Work as a Spiritual Practice: A Practical Buddhist Approach to Inner Growth and Satisfaction On the Job by L. Richmond, 2000.
  • Take This Job and Love It: how to find fulfillment in any job you do by Matthew Gilbert, 1998
  • Work With What You Have: ways to creative and meaningful livelihood by Deborahann Smith, 1999.
Each of these books contains numerous suggestions for using the practice of mindfulness on the job. Gilbert's book is especially useful for those in customer service occupations.

Friday, June 4, 2010

Thursday, June 3, 2010

Getting Clear About Wishes

In every writers' group I've joined, there's always at least one person, usually several (myself included!) who fool themselves about not having enough time to write. Granted, if you're a homeschooling mother of six kids under age 12 and your husband travels on business, you probably have a genuine time issue. But most of us don't fall into this category.

A decade ago, my son was an unusually good-natured kid, my stepson only lived with us part time, and my husband didn't need a lot of nurturing and service. Both he and I are independent types. The house didn't need any more work than anyone else's, my jobs weren't usually too stressful and I didn't volunteer 50 hours a week at the school. I wasn't even a soccer mom, since neither boy did sports. Yet I hardly produced anything during that period. I have friends who don't have an unreasonable number of commitments or dependents, say they want to write, yet will find almost anything else to do (like clean the toilet) rather than sit down at the keyboard.

What gives?

There are probably zillions of possible reasons but the two biggies I can identify are 1) not being clear about what we really want to write, and 2) a resulting lack of focus.

No matter what your vocation, calling or dream, you need to have a specific picture in your mind's eye, and it needs to excite you. If it doesn't, you won't feel the pull to work on it. Clarifying your desires is the first step towards achieving concrete goals. For example, if you've always thought you want to be a writer (I use this example only because I'm familiar with it) but never get around to any actual writing, ask yourself these questions:

1. When am I in the flow - what excites me so much that I lose track of time when I'm doing it? If my answer isn't "writing," should I continue to halfheartedly pursue writing, or is it time for a change?

2. If my answer is "writing," what kind of writing is it? Storytelling? Poetry? News? Is it comforting or edgy? Lyrical or journalistic? What flavor or style am I drawn to?

3. What do I hope to accomplish with my writing - help people forget their troubles by entertaining them? Sell a product or service I believe in? Change someone's mind about an issue?

4. What do I see as my purpose in life (at least currently - purposes can change), and how does writing support this?

Answering these questions and doing some soul-searching is like creating a spotlight - once you have one or two projects that align with a heartfelt purpose, you'll look forward to working on them. Not only that, the energy they bring to your life will jumpstart your day job.

Saturday, May 29, 2010

Your Mission, Should You choose to Accept It

During a long drive to an event, a colleague confessed to me that although he'd been working with our group for a number of years, he still didn't feel as though he belonged. All the members were friendly but there seemed to be an impenetrable bond between the founding members that made it hard for newcomers to feel wholly included. His words struck a chord with me; I had been with the group for nearly a decade and still had similar frustrations.

As we discussed possible reasons for this and what we could do about it, I remembered something I had read during the past week. I'd picked up an interesting book from a library shelving cart - Pronoia is the Antidote to Paranoia: How the Universe is Conspiring to Shower You With Blessings by Rob Breszny. The title grabbed me so I took it home.

The book contains thousands of ideas for making mundane life more magical, ranging from the practical to the wild. The activity that intrigued me most was called the Secret Job Title. In this exercise Breszny invites readers to counteract OTJ boredom by choosing a special contribution to make or role to play at work. Our official job titles - Receptionist, Repair Technician, Sales Associate - are cconferred upon us by our employers. Secret job titles, however - Peacemaker, Healer, Comic Relief Expert - are up to us.

Thinking about this, in one of those rare synchronistic moments it all came together for me. In the aforementioned group, in a committee I was chairing and at my son's school, I was noticing how cliquish behavior keeps members of a group from contributing their best work and drives new members away. My own secret job title popped out at me, gift-wrapped, tied with a bow and ready to go: Inclusion Specialist.

Over the course of a year I developed this idea: I wrote a job description, planned specific actions I could take in the various groups to which I belonged, and noted the results. I tried to help new members feel welcome by showing them the ropes and soliciting their input. At times I either attempted to pry open an inner circle or created an alternative circle that outsiders could join.

Having a secret job or mission has not solved all the interpersonal problems I've encountered when working with groups or miraculously zapped boredom completely. However, it has given me a sense of purpose that I can take with me into any activity.

I challenge my readers to choose a secret job for themselves. By doing so, you'll change not only yourself but also your world.

Monday, May 24, 2010

Links to Cool Sites

The website & blog Notes on Passion provides inspiration for those of us who are working on dreams even as we're working at the job:

notesonpassion.com

After reading the initial entries, I've been motivated to make my own changes. Check it out!

Monday, May 17, 2010

Choosing a Compatible Day Job

Your day job can help make or break your after-hours vocation; therefore, choosing which field to enter is important. Here are some factors to consider:

  • What are your family obligations? You can care for children and other dependents while working in any job but some work environments make it harder than others.
  • Is your vocation sedentary or active? If you're a writer, working a physically demanding job is more manageable than if you're a dancer or soccer player.
  • Are there certain hours or days when you'll want to be free to practice your vocation? If you're a jazz musician who plays in clubs, Saturday night is a bad time to have to show up for work. If a crazy work schedule is getting in the way of your dream, can you take a few classes at a community college in order to transition into a more compatible field?
  • What are you good at? Even if you're looking for entry-level work, you still have a number of occupations from which to choose. Retail, office and labor occupations all demand different skills. If you're just starting to work on a dream, carefully consider how you want to earn the money to pay for it. For example, an MFA in Creative Writing probably won't immediately lead to full-time freelancing; taking office technology classes while still in school would be a practical day job move, plus the computer skills will come in handy as you pursue your writing.
In her book The Renaissance Soul, Margaret Lobenstine details a number of requirements for a good day job. Ideally your job should fulfill at least one of them. Possibilities include:

  • A good income that will not only pay your living expenses but also help support your vocation.
  • A generous amount of free time and/or a flexible schedule.
  • The opportunity to learn skills that will help you pursue your dream.
  • The opportunity to make connections with people who could help you.
  • Resources you can take advantage of on the job.
Since finding a job that fulfills all of these could be difficult, know which benefits are most important to you.

I highly recommend Lobenstine's book as a resource for the successful double life - visit http://www.togetunstuck.com/index.htm for more information.

Thursday, April 29, 2010

Balance

Those of us who work a day job and have a second career or vocation sometimes run into problems of balance. How do you cultivate one aspect of your life without shortchanging the others? Many of my friends who write, photograph, play in a band or engage in some other passion have mentioned in passing that they have a hard time keeping the job within its proper boundaries. This seems to be especially true during tough economic times, when layoffs ensure that those still working will have more tasks and less time for them.

One of my most challenging times happened almost 15 years ago, when various events made it necessary for me to take a full-time, physically demanding job with a 2-hour daily commute. My husband and I had two kids at home at the time, and one was only 3. Not only did I miss him terribly, but I wondered if I could keep any semblance of "a life" or still move forward on long-haul goals. The job itself was pretty rote, and if not for the wonderful people there, I probably would have died of boredom during the first week.

I decided to experiment with ways to keep doing what I really wanted to do. Here's what I eventually worked out:
  • First, break down all the steps towards your goal into small units that you can fit into 5, 15, or 30 minutes. Decide also what you can do during activities that seem to be time-wasters, such as commuting or waiting in lines. For example, it you're writing a novel, you can write a paragraph or read the home page of a possible publisher in five minutes; you can take your notebook (electronic or paper) with you and type away at lunch.
  • Then put together a to-go kit that will allow you to do this easily. For example, if you're a writer, make sure you have your writing equipment or a pad & pen, along with copies of any notes you've made, stashed in the bag you take to work.
These simple steps are only a beginning but they'll make it more likely that you won't forget to do what you love on a daily basis.

Saturday, April 24, 2010

Your job and your life (or as I think of it, your work and your Work) don't have to be mutually hostile. Over the last decade as I've worked towards re-establishing a freelance writing business and started writing fiction, I've encountered some myths about practicing an art.

One myth is the idea that if you're serious about your art (this applies to any passion, actually, not just the arts), you have a burning desire to make a full-time exclusive living out of it. If that desire is absent, you're not serious. This isn't true for me, nor for a number of writers I've met. It may not be true for you.

For some of us, the first step in living a life that feels creative, whole and integrated involves coming to terms with the fact that we like writing on a part-time basis. The second step is acknowledging that this doesn't make us any less dedicated than those who want to write full time.

The final step involves figuring out ways to let our two lives feed each other, so that our job contributes to our art, and vice versa. I'll offer some of my findings in future posts.

Monday, January 18, 2010

Another Blog About Working? My Reasons for Posting

Most of my adult life has felt like a tug of war between "want to" and "have to." Sometimes the tug is barely noticeable. Other times, it's jerked me around like a 20-lb fish on a line.

The "want to " side has included, at various times, spend more time at home with family, volunteer more at the school, write a novel, start my home business, organize a neighborhood resource exchange, get a degree in adult education, and travel more.

The "have to" side, although sparsely populated - Work for a living - has always seemed to carry more weight. Enough weight, in fact, to throw me onto the mat a number of times.

Most of us have to work for pay for much of our lives. And for quite a few people, the job doesn't contribute enough towards a sense of purpose or mission (our life work, as one writer calls it), or allow full use of talents and abilities.

Some people respond to this dilemma by searching for their dream job with the same intensity that powered Frodo's journey with the ring or the Round Table Knights' search for the grail. Joe Dominguez and Vicki Robin, in Your Money or Your Life?, call it the search for Job Charming.

For some seekers, it works but for many more, it doesn't. And it's often not due to a lack of skill on the part of job seekers; it's simply because the number of people looking for desirable jobs (whatever "desirable" may be) outnumber openings. The recession limits opportunities even further.

The majority of us find satisfactory jobs, then use our off-hours to do what we really feel called to do. Contrary to the you-can-have-it-all philosophy prevalent during my college years, there is nothing wrong with this. It's a perfectly acceptable way to live - but doing it successfully takes practice...and a lot of support, resources and hard work.

That's what I hope this blog will be about. It's not aimed at people who are determined to find Job Charming even if it takes a lifetime (although none of us will turn such a job down if it shows up on our doorstep, bouquet in hand!). And it's not primarily for people with a burning desire to make a living as a writer, actor or whatnot. It's for those of us who've made peace with a good-enough job and are now turning our attention to whatever is most important to us, whether it be a vocation, an art form, a cause / community service, or family.

There are two basic components to Day Job / "Other" Life success: making the most of your paying job, and setting yourself up for success in your off-hours work. We'll be delving into both.

I invite readers to share comments, questions and ideas as we go along. Ideally this blog will be a mutual support forum.