3 lessons learned from McDonald’s Kiosk Training Level 1 (that I made up for my Dad)

My dad has been quite a trailblazer throughout his career. He had an office in our home long before WFH was the hot demand. He created new models for sports management and auto financing, among other things that became commonplace years later. In recent years, he has worked to become as tech savvy as he needs to be—no less, no more.

Last week, was a big one: Dad wanted to learn how to use the kiosk at McDonald’s.

He goes to the same McDonald’s every morning and called upon me as the family leadership development expert to teach him how to order from the kiosk. Here are the three key lessons I learned throughout this ordeal, I mean, wonderful experience😊:

Lesson #1: Put others at ease by linking the new experience to a familiar one. In advance of the training he asked of me, we spoke about similar experiences he had. For example, he had ordered from Amazon online. He described the steps he took during that process, and I said it would be similar on the kiosk. He had seen the kiosk, so we also talked about how it might differ. The discussion gave him comfort and calmed any internal anxiety he may have had. We all have some anxiety when tackling something new, right? Putting him at ease in advance was helpful because he was less anxious when we arrived at the kiosk training.

Lesson #2: Confirm the intention and purpose. Repeat the purpose to ensure clarity, and listen to the other person. We had some confusion about this one. I thought the purpose was to learn to order on the kiosk, but the very specific purpose Dad had was to get coffee for $.99 using the kiosk.

In my excitement for him to learn something new, I did not listen well, and it impacted the training.

Once the lesson began, Dad was rolling along pressing dine in, coffee café, regular coffee, and hold up! The price was $1.39. The kiosk did not say anything about $.99 coffee. He realized an ad he saw for the app promised the lower price for coffee. I offered to download the app on my phone right then, but he was frustrated already. He could not accomplish his purpose, so he was finished with the lesson.

I was frustrated because he still wanted the coffee—and so did I!—but he did not finish the order. He walked away from the kiosk to use his gift card at the counter instead.

I was bummed because he did not finish learning how to use the kiosk. He was bummed because coffee would not be $.99. There would have been less frustration if we had been perfectly clear about the intention ahead of time.

(For the record, the frustration level was like a two out of ten. We were laughing, not angry. We realized the moment and were not taking it seriously.)

Lesson #3: Be clear about the measure of success. Clarity of purpose impacts measure of performance. Since he did not complete the training, the special pretend Certificate of Achievement made especially for him on Canva sat secretly in my handbag. He was not going to get the certificate because he did not complete the order via the kiosk.

He did learn some of the steps, and that was a big deal for him. He got far enough to view the menu, select his preferred item, and place the order. Upon further consideration, he did earn the certificate for McDonald’s Kiosk Training Level 1!

Acknowledging progress was important. Look how proud he is! (He was being extra corny, but still!) There was no need to hold back the fake certificate just because the training did not go as planned.

Lighten up and look for opportunities to praise progress. Don’t be stingy with praise when it has been earned.

The praise, along with clarifying the purpose and connecting the training to something familiar, will help when we return in a few days for McDonald’s Kiosk Training Level 2!

Are there situations you’re facing when the same three lessons would be useful:

1. Put the other person at ease by linking the new thing with something familiar. This could be if you are asking for a budget increase for new staff or to improve a product feature.

2. Clarify the purpose of meetings. Wow, this is an enormous time-saver. I bet it would reduce the need for half of the meetings on our calendars! If the purpose is to give information, send an email instead. If the purpose is to gain support, do the topics and timing align with that purpose?

3. Link purpose to metrics to performance. Be clear with everyone about what success looks like. This can save time also because people will be working together to accomplish one thing instead of having different goals.

 A little reflection about those in advance can save time, build relationships, and speed progress. Every leader can use those now, including trailblazers learning new things.

Quiet quitting: how companies can capitalize on the employee trend

As shared in the previous post here (Quietly quitting the rat race to live life on their own terms), Gallup’s latest engagement survey says at least 50% of employees fall into the disengaged category. Disengaged is where Gallup puts the “quiet quitters.” We prefer to call them Rat Race Rebels.

As discussed previously, the Rebels do their jobs. No less and no more. They set boundaries and won’t work beyond forty hours for free. Elise Freedman, Senior Client Partner at Korn Ferry, says quiet quitters decided, “I want to prioritize my well-being overall and things outside of work." (Source: CBS MoneyWatch)

They quit the rat race of working extra hours for free in the hopes of being promoted up the career ladder someday. And, they’ve been warned in recent years that there is no career ladder. It’s more of a lattice now, but they’ve been pushed and pressured to keep working long hours anyway. They have opted out.

Another interesting point from Gallup’s September 6, 2022 survey is the cause of increased disengagement. Gallup says employees are more disengaged since the pandemic because they do not have…

1️⃣ Clarity of expectations

2️⃣ Opportunities to learn and grow

3️⃣ Feelings of being cared about by the company

4️⃣ A connection to the organization's mission or purpose

People don’t want to sacrifice their health and personal lives and feel used just so upper management gets its bonus or so the business owner can send demanding emails from another exotic vacation. They don’t want to come in on Sunday to create the unnecessary TPS cover sheets! (Office Space reference, anyone?)

That makes sense. Doesn’t it?

Everyone cheered when Peter and his colleagues took out their frustration about the corporate coldness on the copier in the movie Office Space because we could relate. Finally, someone rejected the ridiculous and offensive. That’s what the Rebels are doing now. Well, they’re being quieter than beating up the copiers.

The gigantic problem is: many companies and leaders make people feel used. People are rejecting that treatment in 2022.

We have been talking about the importance of expectations, opportunities, care, and purpose for twenty years! Companies and leaders who focus on those four things make sure employees do NOT feel used.

Thankfully, many companies cared about their people and culture long before the pandemic. They showed it when the pandemic began by prioritizing employee health and safety over all else right away. Those companies are listening to employees and being as flexible as possible to accommodate schedule and location preferences.

Other companies are just starting to recognize the importance of seeing employees as people and seeing the bigger picture of all the people together.

What caused this newly found interest in people and culture?

The sudden interest was caused when turnover and time-to-hire reached levels that seriously jeopardize financials. The combination of the Great Resignation and quiet quitters broke the system that companies relied upon for years.

The fact is, many companies depend on the free labor the Rebels are no longer donating to their employers. Companies plan project timelines, budgets, and client deliverables around free labor they do not have access to now.

What can companies do now? Can companies inspire the Rebels back to their old productivity levels?

Probably not.

However, companies can capitalize on the phenomenon so it works better for the company and the employees. It cannot be one-sided in favor of the company. If you truly care about your people, you can execute the five actions below genuinely.

Here are five actions companies can take to capitalize on the Rat Race Rebel phenomenon:

ACTION #1: Re-engage managers. Managers have borne the brunt of the pandemic inside most companies. They had to figure out new processes, systems, and communications. Plus, they had to deal with the emotional and physical toll of the pandemic on employees. All while taking care of themselves and their own loved ones health and needs. It was a lot. Managers are burned out. Re-engage them. Show you appreciate them by listening to their needs and suggestions.

ACTION #2: Clarify manager responsibilities. The managerial role is likely different now than it was pre-pandemic. The workflow, schedules, and location of workers may have caused the need for managers to shift how they plan, organize, and lead. Clarify the company’s expectations of them, and be sure they have the resources needed to succeed.

ACTION #3: Outline a vision. There are two parts to this one. First, for the company: Be sure there is a short-term and long-term vision for the company. Ensure everyone knows how their role contributes to it. Second, for individuals: Invite employees to create a vision for their own lives. Thinking through short-term and long-term aspects of life like financials, for example, may inspire some Rebels to boost engagement. They won’t work twenty hours extra weekly for free, but they may work five and ask for a training course if they envision a career path for themselves. (Tools leaders can use with their teams for this vision exercise were shared with Voyage VIPs this week. If you would like the resource also, please click here to join as our guest.)

ACTION #4: Boost accountability. Everyone should understand the work contract and agree to it. Train managers on delegation, expectations, and communication so accountability is possible. This is key to helping the company benefit from the gifts the Rebels bring to their work.

ACTION #5: Teach managers to coach. Coaching is a new hat managers need to wear now, and it takes practice. One thing managers need to coach people on is the impact of being a Rat Race Rebel.

For example, if someone opts to work from home every day while everyone else on the team chooses to come into the office, they choose to miss daily interactions with coworkers, spur of the moment invitations, and informal mentoring, which may lead to being less prepared for more responsibility, job changes, or promotions. Managers should coach people so they know the consequences of their choices and so managers can support their choices. Lack of coaching can be perceived by the employee as disinterest, which leads to greater disengagement and turnover.

Many managers have given up on the Rebels, but the Rebels could benefit the company. They bring more outside experiences, greater creativity, emotional stability, and less stress. It’s worth it to re-engage managers and help them engage the Rebels and everyone else.

People want clarity, growth opportunities, connection to meaningful purpose, and to know you care. The five actions shared here will help companies and leaders show people they matter more than management’s bonus. When you move the needle of engagement, you capitalize on the quiet quitter trend other companies resent. While your competitors are holding meetings about how to get back at the Rebels, you’re figuring out how to meet them where they are. You will win.

New employee habits call for new management practices. The same old ones won’t work anymore.

(If your company needs a management skill refresh to meet needs of today’s employees, we’ve got you covered. Click here to schedule a call to learn more.)

From these ashes a great power will rise

As a lifelong Notre Dame fan who attended the 2013 championship game which Alabama won 42-14, I was thrilled to see the photo to the left from the beach in Miami. ND is all in!

After the ND loss, many platitudes whirl around my brain this week, especially these five:

Practice does not make perfect. Only perfect practice makes perfect. 

(Lombardi)

This thought came to mind within the first five minutes of last Monday’s game. Both teams had the same amount of time to prepare for the game, yet Alabama, the victor in the 42-14 game, prepared better. Notre Dame hasn’t played in a title game in 24 years, but Alabama has been to the championship three times in the last four years. They knew what to do to prepare because they have won consistently at the top level of college football. ND can learn from their preparation shortcomings and alter accordingly when they return to the championship game next year (hey, I said I was an ND fan…I have hope!).

Life is 10% how you make it and 90% how you take it. 

(Irving)

At the beginning of the season, ND was not ranked. It ended the season ranked #1, with nine of its twelve opponents in bowl games. All of ND’s opponents are BCS teams, none are in the Division formerly known as II. Alabama entered the season ranked second, as the defending National Champion. Even with a schedule that includes three non-BCS-conference teams (called “cupcakes” by sports announcers) and only seven opponents who went to bowl games, everyone who pays attention to college football knows about Alabama’s recent domination of the game—and most, including me, respect it.

With all of that in mind, I was surprised to hear from fans who watched the game at their homes that the game announcers continued to call the game “humiliating.” Alabama was clearly bigger, faster, more talented, and better coached Monday night. Losing to them is not humiliating. (As an aside, did they call it humiliating when LSU lost without scoring a point against Alabama in the championship last year?)

I do not accept the banner of “humiliation” from the announcers. It was heart-breaking, humbling, and horrible. It was not humiliating, and I hope none of the current players who worked hard all year will look at it as such. Their perspective is up to them, and I hope they look back on this season and realize the impact they had on Notre Dame and its football program. They will have empathy for the disappointing performance in that game, but they will be appreciated for their impact on the community.

The most humiliating thing I heard from the television viewers was how one of the announcers, 73 year-old Brent Musburger, constantly ogled a player’s 23-year-old girlfriend rather than commenting about the game, teams, or sport. His employer, ESPN, acknowledged the offensive behavior and issued an apology. Only one organization had to issue an apology after Monday night’s performance: ESPN. That’s humiliating!

If life is mostly about how you take it, I say Notre Dame’s team takes the game as insight into the gap between it and the national champion. I say they take the season as a tremendous success!

Losses have propelled me to even bigger places, so I understand the importance of losing. 

(V. Williams)

ND’s players and coaches were very upset after losing to Alabama, especially considering how poorly ND played. Watch this video to see one of the players express his sadness: http://bit.ly/TheoRiddick More than half of this year’s starters return next season, and they will remember the level of despair felt Monday night. If they never knew what losing felt like, they might not know why they should avoid it so much. Now they know, and they will remember. Feeling such pain often propels people to greatness beyond what they imagined before the despair.

It's not whether you get knocked down, it's whether you get up. 

(Lombardi)

Winners in all walks of life often talk about their defeats, yet they became winners because the defeats didn’t hold them back. Hank Aaron holds the MLB record for most career runs batted and most extra base hits, yet he’s also in the top 100 for most strikeouts. Thomas Edison has patents for hundreds of inventions that didn’t change the world like the light bulb has. Abraham Lincoln lost at least seven elections, failed at business twice, and didn’t get in to law school before he became President of the United States. No one reaches the pinnacle of his field without experiencing failure. Everyone who reaches the pinnacle does so by learning from the failed performance and moving forward. ND can do the same. ND will get up and they will rise from the ashes of Monday’s performance.

Try not to become a man of success, but rather try to become a man of value. 

(Einstein)

The 80,120 people who attended the championship game, along with the hundreds of players, coaches, and administrators with both teams, measured success one way: points. The team with more points would be the victor, and to the victor go the spoils. Everyone in the stadium knew that Monday night, including me.

But, success is measured in a variety of ways beyond the score of a game. Once the buzz about the game dies down and these feelings of sadness lift, many people will forget the score of the game. ND fans will remember the way this team came together this year. We will remember how the team’s attitude and spirit propelled it to victory when defeat seemed more likely. We will remember the names of players and will be glad to meet them, help them, and work with them in their careers after football. 

Real success in life does not come down to one football game, whether we won or lost. The young players might not realize it yet, but some day they will know what older people know: life is about more than football. ND’s players will go on to live successful lives of value because of their experience on this team. 

ND ranks as the #1 school for its graduation rate of athletes. Some schools do not consider the college degree essential to their athletes. Some do not honor the scholarship commitment made to all players who join their teams. ND considers its graduation rate important because ND knows about success in life and that it exists far beyond the football field.

I am no Pollyanna blind ND fan who has guzzled the Brian Kelly kool-aid for three years and expected to win the championship because of the luck of the Irish. I was furious with Brian Kelly within five minutes of the game, and I was shocked at the team’s performance. While I was certain the coach had worked hard in the last several weeks, I was mad he did not work accurately. We saw the previous coach work hard too, yet it didn’t pay off much. What has helped me return to a sane state following the heartbreaking loss is remembering that Coach Kelly learned from last year and changed this year. If he does that again, the team will succeed.

Now that this ND team knows what it’s like to play in the championship game and to play against the high-caliber Alabama team, they will know what to expect next season. Coach Kelly and the team have 230 days to prepare. Go Irish!

All-In Person of the Week: Pat Summit

"My parents taught me a long time ago that you win in life with people. And that's important, because if you hang with winners, you stand a great chance of being a winner."  No one in college sports knows more about winning than Coach Pat Summit. She is the all-time winningest coach in NCAA basketball--male or female.

She won eight national championships as the women's head coach at the University of Tennessee, 16 regular-season Southeastern Conference championships and 16 SEC tournament titles.

During her tenure as Head Coach, Tennessee never failed to reach the NCAA tournament, never received a seed lower than No. 5. Her teams reached the Final Four 18 times, which ties the UCLA and North Carolina men for the most all-time by a college basketball program.

Coach Summit never had a season with a losing record. Her teams won1,098 games and lost 208 for an impressive .840 average. Coach Summit knows about winning. She has surrounded herself with winners on her teams, and her teams have won big.

After 38 years as the Head Coach, this week Coach Summit became the team's Head Coach Emeritus. Later this year, she will receive the Presidential Medal of Freedom.

Coach Summit revealed last summer that she had been diagnosed with early-onset dementia, Alzheimer's type. She has shown the same determination, attitude, and grace regarding her health as she has shown regarding the impact she's had on women's athletics.

Congratulations to Coach Pat Summit for being All-In on and off the basketball court.

(Sources: ESPN and UTladyvols.com)