Everything I needed to know about relationships, I learned from a hotel maid

November 29, 2011

There I was, rushing out of my hotel room to head down to the conference when I suddenly realized I hadn’t left a tip for the maid. I’m one of those people who leaves a tip every day for the hotel maid, rather than leaving it all at the end. The cleaning staff have different schedules and throughout my years of travelling, I have noticed, sometimes, that there can be different maids on different days. I figure that if I leave the entire tip at the end, then one person can clean up and any others might go without.

Leaving smaller tips every day has its drawbacks. It means that you can’t be carrying all $20 bills in your purse (unless, of course, you leave the maid a $20 every day.)

Although I haven’t seen her (or him, or them), I suspect that it has been the same person cleaning my room during the three days of my conference. Here’s why:

After the first day, I left a reasonable tip. I had mostly $20s with me, but I cobbled together enough of a tip that it wasn’t an insult. I came back to the room at the end of the day, and my room was clean and nicely arranged. There were a couple of extra drinking glasses in the bathroom. I always stick my toothbrush in one to dry out during the day, leaving only one other glass. The housekeeping staff had added a couple of extra so I wouldn’t run out. Nice touch. (When your job involves enough travelling, you notice the little details in hotels.)

On the second day, I realized that I’d forgotten to get change. All I had were larger bills. “Oh well,” I thought. “I don’t like to do it, but I’ll leave double tomorrow.” I knew in my head what my plan was, but it never occurred to me to leave a note for the housekeeping staff. I went on my way, with a small twinge of guilt in my gut — and a plan to correct my wrong the next day.

When I came back to my room that night, the bare minimum had been done… and the extra bed pillows I’d tossed onto the  arm chair before bed the night before remained there. Again, when you spend enough time in hotels, you notice.

During the day, I had made a point to get some smaller denominations. So, at the beginning of the third day, I did as I had intended and left a double tip.

What happened? I came back to an immaculate and sparkling room. The pillows were arranged perfectly, my personal toiletries were neatly organized on the bathroom counter and there were even extra towels that I had not asked for. Oh yeah, and there were extra bars of soap and bottles of shampoo and conditioner, too.

Of course, we don’t know for sure if it has been the same maid for the last three days. But let’s say, for the sake of argument, that it was. If I reflect on this possibility, then it occurs to me that there is much to learn from this. Here are 7 things I learned from this exchange:

1. Show appreciation. A little acknowledgement goes a long way in letting others know that you are thinking about them.

2. Non-verbal communication speaks volumes. I have never spoken with the hotel maid. I don’t even know what he or she looks like. But over the last three days, we have communicated with each other in non-verbal ways. Sometimes, it isn’t what you say, it is what you do not say that speaks the loudest.

3. Notice what is going on. Non-verbal communication may say a great deal, but if you are not listening, you will not hear the message. Take the time to notice what is going on around you, what is communicated silently and perhaps, deliberately.

4. Say what needs to be said. I just didn’t have any cash on me yesterday to leave a tip. It wasn’t a sign that I was dissatisfied or that I was being cheap. I could have left a note to say, “No cash with me today. Promise a double tip tomorrow.” I didn’t. In fact, it didn’t occur to me until much later.

5. Consistency creates security. The first day I left a tip and the next day I did not. I was inconsistent in that unspoken language of between a customer and a service worker. If I had been consistent I would have been sending the message that I was consistently pleased with how things were going. In relationships, it is helpful to act in a consistent way.

6. If you screw up, fix it — and fast. I understood from the minimum services that were performed on the second day (the day I didn’t leave a tip) that my house keeper was not happy. In the unspoken rituals of being a hotel guest, I screwed up. I corrected the situation the next day by leaving a double tip. In other words, I fixed the faux pas as soon as it was appropriate.

7. What matters is reality, not theory. Really, it shouldn’t matter if I leave a tip or not. The maid gets paid to do a job and certain duties are expected. That’s the theory. The reality is that to people in the service industry, tips matter. Whether or not you agree with reality is a different issue entirely from the fact that reality itself matters very much.

I’ve learned a great deal over the course of this three-day, silent exchange with this hotel housekeeper whose face I have never seen. I silently salute her (or him) and say, “Thank you for this lesson in human relationships.”

What relationships do you have where non-verbal communication speaks louder than any words between you? How are you listening? How do you address what is real in a relationship, rather than the way you think things “should” be?

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


Social Media Challenges in the Workplace – CIRA panel discussion

November 24, 2011
CIRA Dinner Calgary

(Left to Right) John Moreau, Tom Hesse, Sarah Eaton and Andy Robertson debating social media challenges in the workplace

Tonight I took place on a panel discussion in Calgary on the issue of social media challenges in Calgary. The dinner event was hosted by the Southern Alberta chapter of the Canadian Industrial Relations Association (CIRA), and organized by Dr. Kelly Williams-Whitt, who is a professor of Labour Relations at the University of Lethbridge (Calgary Campus) and serves in a leadership role with CIRA.

My fellow panelists were:

  • Andy Robertson, Partner, Macleod Dixon LLP
  • Tom Hesse, United Food and Commercial Workers Canada (UFCW) 401
  • John Moreau, Arbitrator

Dr. Whitt presented us with three Canadian labour cases including:

  1. A female employed in the health care sector who posted photos of patients without their permission on her blog, discussing their conditions and making disparaging remarks about her fellow employees, her workplace and her bosses. (She was later dismissed from her job.)
  2. A male employee with documented mental health issues who blogged about his Neo-Nazi beliefs, his hatred of certain racial groups, the desecration of animal remains that he took part in, the anti-depressants he was on and other assorted topics. He mentioned the name of his employer in his blog. (He was suspended from work and then reinstated.)
  3. A male employee who circulated pornography to his co-workers and was later found to have over 3000 pornographic images and some porn videos in his work e-mail account. (He was suspended from work and then reinstated).

Each panelist gave commentary on the cases, based on their respective experience. My point of view was mainly “pro” social media. My main arguments were:

  • Most companies do not train their employees adequately on how to use social media effectively and responsibly.
  • Organizations need to make their expectations about online behaviour very clear to employees.
  • Everyone who engages in social media leaves a “digital footprint”. Employees and employers need to be aware of what this is and what it can mean over the long term.
  • Digital citizenship is in an important skills to learn in the 21st century.
  • Online reputation management is becoming more important for both employees and employers.

Here’s a clip of my commentary:

It was a lively and invigorating discussion that touched on topics such as personal freedoms, organizational control, common sense and personal responsibility. My fellow panelists were articulate, well-informed and thoughtful in their responses. Being neither a lawyer, nor a union voice, I was honoured to take part in the discussion.

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


Best resources of the week (Nov. 13 to 19, 2011)

November 20, 2011

Here are my favorite resources of the week, curated from my Twitter account.

Social Media

Social media increasingly used to guage public health – by Christine Moyer, American Medical News

How to Create a Social Media Marketing Schedule – by John D. Leavy

Literacy and Essential Skills

What have you learned about teaching others to read? Share your story – Educational Leadership seeks 200-word stories of wisdom from educators. Add yours.

What You Don’t Know Can Hurt You: Literacy’s Impact on Workplace Health and Safety by Alison Campbell, Conference Board of Canada

Education News

Foreign languages ‘essential for our children’s future’ – Published by The Financial

More Foreign Language Classes Use Online Education – by Catherine Groux, U.S. News

Exam approach fails many – Edmonton Journal

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


30% of people under 30 say “social media freedom” more important than salary

November 20, 2011

While employers are struggling to crack down on employees’ social media behaviour, young professionals are saying “Don’t bother trying. We won’t be controlled”.

In a story called “Great Tech Expectations“, The Province reports some startling statistics about the Millennial generation (those under 30). The article draws on research presented in the 2011 Cisco Connected World Technology Report. The research surveyed 2800 students across 14 countries, all under the age of 30. The findings revealed that:

The study, which surveyed 2,800 college students and young professionals in 14 countries, found:

  • 56%of college students “said that if they encountered a company that banned access to social media, they would either not accept a job offer or would join and find a way to circumvent corporate policy.”
  • 1 in 3 respondents younger than 30 said social-media freedom and workplace mobility were more important than salary.
  • A quarter of college students said a prospective employer’s policy on social media usage would affect their decision in accepting or declining the job.
  • In India and China, more than 80% of respondents said their primary work device should be mobile.
  • More than 70% of college students said they didn’t want to differentiate between “personal” and work-related devices – “company-issued devices should be allowed for personal and business use because of the daily blending of work and personal communications.”
  • 70%  also say they want to be out of the office regularly, working remotely.

Read the whole article.

While employers are fighting to control what employees are doing on line, employees are fighting for their online freedom. This is especially true in education, where school boards argue that teachers are role models for children and often impose strict social media guidelines. It also applies to other industries where companies and non-profit organizations are desperately trying to figure what to do — and they want to do it quickly.

If you’re in Calgary, join me at an event hosted by the Canadian Industrial Relations Association this coming Thursday. I’ll be on a panel of experts debating with a lawyer and an arbitrator about how to deal with social media challenges at work.

How do you feel about employees using social media? Or employers trying to control your use of social media?

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


How technology has changed reading in the 21st century

November 18, 2011

Alice in WonderlandWhat would you do if your favorite little child begged you to write down the story you had told him or her orally? Would you go to the computer and start typing? Would you print it out on paper? Turn it into a slide presentation with engaging visuals? Put it onto an iPad to share together as you sit on the sofa?

C.M. Rubin ponders this question in her fascinating article “How Will We Read? – The Book Given”. She writes:

“On November 26, 1864, Lewis Carroll gave my relative, Alice Pleasance Liddell, a book he had written for her… If the book given to Alice in 1864 was given today, just imagine the variety of different ways a creative chap like Lewis Carroll might have presented it to his Alice.  Quantum leaps in technology have completely changed the way we write, illustrate, publish, market, promote and consume books.” Read the full article.

There is no question that the act of reading is changing. Just over a year ago, I blogged about an article from the Smithsonian about how digital technologies physically change the act of reading.

While bibliophiles like me may love to hold a paper book in their hand, the children of the twenty first century will also need to know how to understand and work with written text presented in a digital format. If you’re a language or literacy teacher, or even a parent who snuggles up with your little one to read a bedtime story, are you incorporating digital technologies to help the children you care about learn how to read with technology?

Related post: Teaching reading the 21st century way http://wp.me/pNAh3-cb

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


Sharing the insanity: Confessions of a self-published writer (Part 2 of 2)

November 14, 2011

In Confessions of a Self-Published Writer (Part 1), I talked about what it was like for me to self-publish in 2002 and how self-publishing has evolved in recent years. This year, I was presented with an opportunity to share what I’ve learned in the past decade or so to help someone else.

When Alia Azim Garcia came to talk to me about publishing her book, it never occurred to me to say no. She was charged with the task of writing a textbook for Human Resources (HR) students and professionals. She had the expertise to write the book and the support of her professional peers in the Human Resources Partnership Council at the Bissett School of Business at Mount Royal University. I had experience in publishing, technical writing, simple book design and marketing. We began to talk about how we could use our combined skill set to make her book a reality.

We rolled up our sleeves and got to work. For the past 18 months or so, a team of us have been working hard to edit, design and print her book. She worked with an editor at the university. I brought in experts in book printing that I have worked with on previous projects. All in all, our team consisted of about 15 people, some working locally and others who worked at a distance, who  each worked on different pieces of the project.

You Did What? AzimThe outcome was the successful publication of You Did What?! A Reality Check on Human Resources Practices. This book is a compilation of scenarios that Human Resource professionals are required to address on a regular basis and provides an excellent resource for training and discussion.

For me, working with a writer to help her publish her work successfully meant sharing my knowledge and expertise of almost a decade of experience publishing paperbacks and e-books to make someone else’s dream of publishing a book come true. I went from being a self-publisher to being a publisher.

As a result, Onate Press, was born. Officially, it is an imprint or a division of Eaton International Consulting Inc., the small business I’ve run for over a decade that’s dedicated to building, researching and delivering educational programs. In effect, I ended up creating a small “indie” (short for “independent”) press that publishes materials to support and are aligned with my values as a lifelong educator.

Self-publishing is fun and exhilarating. When you publish other people’s material, the idea is for them to feel the exhilaration and for you to take on the responsibility of ensuring that the details and logistics of the publication process run smoothly. I have learned that publishing other people’s work can be quite stressful, because you want the final product to be excellent quality for both you and them.

There were lighthearted aspects of the project, too. While the final print-ready copy of the book was in the hands of the printer, we had some fun and videotaped an interview to let people know about the book:

Mount Royal University and the Human Resources Partnership Council have been stellar partners in this process. They have arranged for the book to be officially launched at the 8th Annual HR Breakfast that takes place tomorrow. The breakfast, which is being held at the Calgary Chamber of Commerce and is co-hosted by local TV personality, Gord Gillies of Global television, has sold out.

When you self-publish, there is a sense of solitude, of being a lone wolf in a world where others may not understand you or your vision or what you hope to achieve. Unless you are at the very top of your game (and very few self-published authors are), the idea of having your book launched at a local event hosted by a TV personality is simply not feasible. When you publish someone else’s work, working with a team of people are collectively dedicated to making the endeavour a success, the experience is completely different.

The book is now for sale as a paperback, as well as in Kindle editions through Amazon.com (U.S.A and Canada), Amazon.UK (United Kingdom), Amazon.FR (France) and Amazon.DE (Germany).

Alia is donating all of her royalites to the Human Resources Partnership Council Legacy Scholarship, which supports students studying human resources at Mount Royal University.

Doing it yourself is ruggedly exhilarating in a pioneering sort of way. Collaborating with a team brings a deeper sense of success, knowing that you have collectively worked together to achieve a bigger vision. I’m so proud of Alia… and thrilled to have been invited to play a role in her exciting launch into the world of being an author.

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


Modern Languages Experience Week helps students build confidence

November 12, 2011

In a small corner of Wales this week 200 students have been taking part in a commendable initiative designed to boost their interest and confidence in using foreign languages. The Modern Languages Experience Week is a joint initiative between Cardiff University’s School of European Studies and eleven local schools. The project brings students to the university for activities around language learning designed to increase their curiosity, practice their skills and increase their cultural awareness.

The Health Canal reports on the benefits of the initiative to the students sense of self-confidence and overall attitude.

This is a brilliant initiative, not only to increase students’ curiosity and awareness, but also to generate positive links between the school system and the post-secondary system, where the students are the ones benefitting.

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If you are interested in booking me (Sarah Eaton) for a presentation, keynote or workshop (either live or via webinar) contact me at sarahelaineeaton (at) gmail.com. Please visit my speaking page, too.


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