Contact Center Pipeline May 2023 | Page 21

WHAT IF WE RECONSIDERED AND THOUGHT OF PROGRESS IN TERMS OF “ SPIRALS ?”
IT SEEMS TO ME THAT SOME ISSUES COULD BE VIEWED SIMPLY AS A CURVE IN THE “ SPIRAL OF PROGRESS .”
IF WE UNDERSTOOD THAT PROGRESS OFTEN COMES IN SPIRALS , WE WOULD BE ABLE TO SEE PROGRESS AMID THE CHAOS .

WHAT IF WE RECONSIDERED AND THOUGHT OF PROGRESS IN TERMS OF “ SPIRALS ?”

Many projects are burdened by blame . When something goes wrong ( and it often does ), the event sparks the search for the guilty . This wastes time and energy on things like discrediting , plotting , gossiping , and accusing rather than on the actions needed considering the new reality .
What if we reconsidered and thought of progress in terms of “ spirals ?” Is it possible that we would be less surprised or upset when we encounter obstacles that require “ detours ” or cause delays in our plans ? It seems to me that some issues could be viewed simply as a curve in the “ spiral of progress .” Is it our linear thinking and expectations that lead to disappointment and subsequent lack of efficiency , creativity , and even team spirit ?
What if early in a project everyone agreed on the improvement objectives , understood the assumptions regarding absolute outcomes , and prepared to view progress in spirals ? What if we could simply adjust our expectations ? If we understood that progress often comes in spirals , we would be able to see progress amid the chaos . Spiral is defined as “ something that follows a winding course or that has a twisting form .” I have witnessed so many improvement efforts that took a “ winding course ” and almost certainly a “ twisting form !”

IT SEEMS TO ME THAT SOME ISSUES COULD BE VIEWED SIMPLY AS A CURVE IN THE “ SPIRAL OF PROGRESS .”

When we view progress in spirals , we will more likely focus our energy on spiraling up rather than spiraling downward . The impact of understanding and looking for progress in spirals may make more sense . Real long-term improvement takes time , detours , patience , awareness , and optimism . It also involves evaluating what isn ’ t working , what assumptions were wrong , and what was unanticipated . This is where we learn and bond as a team . This is where WE IMPROVE and make our own progress in spirals . But this is also where WE CHALLENGE our own knowledge , practices , and beliefs to spur our own growth .
We live in times in which we must be our own best advocate . Learning , changing , adjusting , and continuing to be curious are assets that promise growth . Fear , pessimism , paralyzing doubt , aversion to risk , and all the negativity that surrounds us must be slain like a beast that wants to overwhelm and destroy . Recognize the beast within yourself and work hard to manage your mind . That is where the beast is fueled .
Last night I was sitting in front of a rather large window , a kind of window-wall up on the side of a mountain . I was watching the news on TV and finishing up some emails when I glanced outside and saw the most glorious sight … the rising moon . This huge orange ball in the eastern sky was so breathtaking ! But its beauty was challenged by the endless droning of the bad news (“ Things on Wall Street picked up today . But how long can it last ?”). This fueled the negative beast with fear , uncertainty , and doubt . So , I did the only thing I could do . I turned off the TV , declared myself on a news-fast , stepped outside ,
IDIOM INSIGHTS
and enjoyed the wonder . This brilliant spectacle proved without a doubt that no matter what else is happening in this world professionally or personally , we are surrounded by beauty , peace , and calm . We simply need to be aware , to participate , to turn off the endless noise about what is wrong and get in the game of what is right . Even if only to feel the wonder of the universe for a moment , spiraling up as it lifts our spirits !

IF WE UNDERSTOOD THAT PROGRESS OFTEN COMES IN SPIRALS , WE WOULD BE ABLE TO SEE PROGRESS AMID THE CHAOS .

We can only be truly effective and confident when we feel free to fail , to make mistakes , to correct the course , and to continue moving forward and upward . These are the assets of an optimistic view of the world . We gain insight by the example of a train . A train goes up a mountain in a spiraling fashion , not always able to see what is around the bend . We also go up and down mountains in spirals , both personally and professionally . We must trust ourselves to continue to round those bends , deal with the challenges , learn from them , and stay on course . We will reach the top ! “ Progress in spirals ” … I love the concept and hope you do too .
Kathleen M . Peterson is the Chief Vision Officer of PowerHouse Con sulting , a call center and telecommunications consulting firm . www . powerhouse1 . com
@ PowerHouse603
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