Leading the Call Center – An Invitation

QuestionThere is a question in all corporate training, all industries, every professional position, “What is the value of training?”  Generally followed by “How do I know there is value in training? and the incredibly astute question, “Where is the value in training?”

Leadership is looking sideways and helping those who follow climb up, thus empowering the leader to climb to the next level.  Yet, the lingering doubt remains, “How do I measure success in training?”  Long have I advocated that the leader is a teacher and a learner, which are fundamental to success.  Whether that teaching comes from delegating authority, empowering people to act, or directly teaching someone struggling, the leader is always learning through teaching so they may learn more perfectly.

As part of my research into call center training, it has been discovered that those who receive official training, and those who learn their duties on the fly, have precisely the same chance of being successful; this is an indication of not the power of training, but the motivation of the learning adult.  There is a difference between adults, and the difference is the individual propensity to learn, discover, dig deeper, ask questions, and apply the results pursuing why.  Thus, one would naturally ask, “What is the difference between a learning adult and an adult who actively chooses not to learn?”  I think I know the answer, I have anecdotal evidence that supports my conclusions, but I would like to test these conclusions.

The Invitation

As part of my doctoral degree program, I must conduct research and report the findings.  I am inviting your American-based, English-speaking call center to help me test the assumptions and conclusions for my research.  The business will not be named, the individuals participating will not be named, and the study will occur online and outside regular business hours.  I want to interview 10-15 of your call-taking/front-line contact center employees using online interviewing software.  I want to interview 10-15 call center trainers, also employing online interviewing software.  Finally, I would like to take the information gleaned from the first two groups, sit down in a focus group, discuss what was found with 5-7 senior call center leaders, and glean their information, conclusions, and ideas.

I would ask that those participating in the research have a LinkedIn profile as a tool to verify years of experience.  No single participant would be featured in more than one of the participating groups.  All names of individuals will be hidden behind a participation code, and any identifiable business information will be deleted from the transcripts.  All findings will be reported in aggregate to avoid any identifiable information from potentially leaking into the published research.

Call CenterAs a bonus, those who help through participation, if they are interested, can receive a copy of the finished dissertation via email or physical copy, depending upon their preference.  My purpose in researching the call center is to dynamically review the adult learner in the pressure-cooking learning environment of call centers.  I have worked as an agent and a leader of agents spanning formal education.  The degree does not make the person, nor does a degree make a leader.  What makes the leader is their commitment to learning and teaching.

Please, join my research. Entering the study is possible through emailing msalisbury1@my.gcu.edu.  If you would like to verify my credentials, don’t hesitate to contact my chair Professor Dr. Susan Miedzianowski in the College of Doctoral Studies at Grand Canyon University, via email: Susan.Miedzianowski@my.gcu.edu.

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Jussie Smollett, Ghislaine Maxwell, Omicron – Some Random Thoughts for Consideration!

Non Sequitur - Carpe DiemTwo significant trials started in the last couple of days, both of which the media has been trying very hard to keep quiet while at the same time trying to, in the case of Epstein’s pimp, also make money on.  The sheer audacity of the media, as well as their complicity in the crimes, remains astounding to me.  The whole time Epstein was powerful and wealthy, the media fawned and twisted themselves into contortions fit to shame a pretzel.  Then when his crimes could no longer be covered up, they still tried to protect him while simultaneously trying to report on a story that should have been written decades earlier.

Jussie Smollett is a little person who arranged to be attacked, jilted the attackers from their money, lied, and is now on trial.  Where this wasted excrement is concerned, may he enjoy his consequences to the utmost!  I hate liars; lying about being attacked as a hate crime is the sickest method of trying to garner attention, and I look forward to justice being served, hard and cold!  The evidence in the Smollett case reflects the incompetence and depravity of the person committing crimes!

Someone help me understand.  When cooking, if I try to move a hot pan and get burned for my troubles, the first time is my opportunity to learn.  The second time I get burned is an attention-getter.  The third time I get burned on the same pan, it just proves I am not learning!  Any additional burns reinforce that I am careless, not understanding, and the consequences are mine, no sympathy, nothing but scorn and ridicule.  COVID Omicron, and the media hysteria, the vaccine insanity, and the endless cycles of governments exerting authoritarian and tyrannical controls, continue to represent that pan and burn analogy.Vaccine

COVID-19 is burning out.  Standard viral science is being witnessed globally, and the science of viral longevity is known and has been studied in-depth.  I am not a viral scientist, but even at my uneducated levels, I can understand that viruses have shelf-lives; the virus’s lethality weans with every generation; as the virus survives as it mutates, it weakens.  Yet, the hysterical media continue to push COVID and its mutations as if these viruses are killing millions wantonly, daily, and must be feared, when the exact opposite is true.  Unfortunately, the media have the government doing knee-jerk reactions to every hyperbolic, hysterical fantasy the media can dream up and push.

Tell me, if the vaccines have not worked, and “booster shots” are the only answer, are we not fulfilling the definition of insanity as described by Einstein, “insanity is doing the same thing over and over expecting different results.”  Now, consider the following peer-reviewed research from a reputable source, presenting well-documented science.  The scientific community, whose views are as political as a politician, particularly Fauci, are already trying to destroy the research, discredit the researcher, and throw up sufficient smoke to invalidate the study.  However, the truth is evident to those who have followed the vaccine and the guinea pig testing of communities across the globe who were mandated, coerced, and threatened into getting vaccinated; the vaccines are dangerous to the heart!

Lemmings 1Yet, what is the automatic response of government; more lockdowns, more masking mandates, more authoritarian government overreach, and less common sense!  The lack of common sense in the COVID “pandemic” remains a crucial point of contention.  The flip-flopping dead fish government cannot make up their collective minds, except to claim they want to inconvenience their citizens more.  Every citizen should be sardonic and hold their elected officials in contempt for their COVID-SILLINESS.  More to the point, the citizens of representative government need to send the only message to the government that can awake and arouse, “You’re FIRED!”  Yet, I guarantee some politicians and bureaucrats consider themselves safe from the repercussions and citizen anger; I fully support correcting this misconception, pink slip the lot of them!

Will Durant, author, philosopher, and all-around good egg, once lectured about the “Shameless Worship of Heroes.”  The lecture is well worth experiencing to light the mind with the efforts of humans to gather knowledge and advance the reason of all.  However, I like the lecture less for something missing from it, the discussion of the traitorous hero.  Every tin-pot dictator, authoritarian thug, and miserable little person who has risen to power has a position in history.  Every good person acting selflessly and risking all have a place in history.  But, think about the Benedict Arnold’s and Judas Iscariot’s in history; what has happened to them?  These are people who have set themselves up to be hero-worshipped, and when the crowds discovered they were duped, they culled this person from society so thoroughly the only actions remembered are the infamy.

Knowledge Check!Consider Fauci, he of COVID NIH infamy.  The media has worked tirelessly to edit his life story to avoid the multiple instances of medical misfeasance.  Fauci has been hero-worshiped across America, and his thumbprints are on the virus and pandemic to the Nth degree.  His funding is central to how much the world has suffered, and when his 15-minutes of fame expire, the whiplash will be legendary.  As more of his actions and role as central to the creation and lethality increase of COVID are made known, I expect his “hero-worship” will turn to the screams of mobs demanding retribution.  Do you think Fauci is aware of what happens when society stops hero-worshiping blindly?

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Shadowbanned – How Big Tech Ruins Lives!

Angry Wet ChickenFrankly, I am madder than a wet hen with a raging case of hemorrhoids!  I can neither prove sufficiently that I have been shadowbanned nor conclusively that I have not been shadowbanned.  What I can confirm is that simple Google searches for my content from non-affiliated computers continues to be on the third and fourth pages of a Google search, I cannot even pay to gain exposure for my dissertation to gather participants, and even for a magazine I write regularly for, who use Google Algothrims to power their search results, I am challenging to find.

I openly admit, I think for myself and refuse to follow the crowd just because the lemmings are throwing themselves off the cliff or because the rest of the sheep are following the Judas Goat to get their collective throats slit!  Not only do I openly admit this, I encourage everyone around me to follow suit.  Never will I tell anyone how to think, feel, or act; I believe in allowing you the privilege of doing what you will, considering what you will, and acting according to the dictates of your conscience!

How much have I spent trying to find a call center or two that will allow me to petition their employees to participate in my research project; more than $500 on direct advertising costs alone, more than $20K on the cost of the doctoral program, more than $3K on books and other materials, and this does not include time and other resources, equipment, Internet connectivity, and more.  All because I fully believe that my dissertation research will help change business, improve training, and empower people to agentic action.  Yet, the only respondents I have obtained for my dissertation research are idiots, trolls, and dweebs — people I would not invite into my home, ever.

Long-time readers know the three rules I live by; I repeat myself only for emphasis.  From John Wayne’s “The Shootist,” we find the rules!

      1. I won’t be wronged!
      2. I won’t be insulted!
      3. I won’t be laid a hand on!
      4. I don’t do these things to other people, and I require the same from them!

When I pay good money, I expect results, not excuses, not spineless drivel, trolls, snowflakes, and dweebs to waste my time!  More to the point, I require value.  Yes, this is a simple principle; value for my money is based upon what I see as results; not what another will claim is “valuable.”Statements of Fact | ManHusbandDad™

On top of the problems in finding participants and potentially being shadowbanned, I have found my money paying for things, not of value.  For example, as a government employee, I paid labor union dues; guess what, no value there!  I pay taxes every year, including social security, medicare, and other expenses; no value there!  I pay more money today than I have ever done in the past due to inflationary taxes, courtesy of people in government who refuse to pay attention to sound fiscal policy; no value there!

Hence, to find myself wasting precious money and there is even a smidgen of corruption from Big Tech and shadowbanning, my anger gage gets pegged out, and I am looking to remedy the situation with less talk and more action!

Having researched the process of shadowbanning, the problems experienced since I went toe-to-toe with GOPUSA.com, and the continuing issues of gaining traction in social media, I can only say; enough is enough!  I am through with politicians and their politically motivated pandemic, the festering sewer that is the media, and the ineptitude and expense of the government!  I am done being told how to “protect my health” by weenies in government who are getting rich on my tax money and “incentives.”  I am through being told to cut back, use less, and recycle more when those telling me this are wasting my time, resources, and patience!Angry Grizzly Bear

I leave my invitation, join me!  It is time, and past time, for those who consider themselves in power to fear those who have been betrayed, who pay for their “privileges,” and who then get shafted by special interest groups and deadbeat “leaders.”  I refuse to allow my life to be further ruined by anyone.  My mistakes are my business; I do not need or want help.  I want to get on with my life without having to consider if some tech company is going to give me grief and problems because I think independently, act independently, and encourage independence in others!

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Circling Back to Compassion – Important Additional Information

MumbleAfter discussing compassion as a tool for the leader’s toolbox, it was pointed out that compassion has been plasticized in modern society, and further discussion on the topic is required.  The intent here is to help provide practical steps for building a compassionate team, making compassionate people, and soliciting compassion as the prime response in customer relations.  There are some truths requiring stress to ensure a clear understanding is provided.

Compassion

The dictionary declares that compassion means “to suffer together.”  Intimating that compassionate people feel motivated to relieve suffering for they have felt the pain of suffering in another.  But, compassion is not the same as empathy or altruism.  Empathy is all about taking the perspective of and feeling another person’s emotions.  The taking is dangerous, the feeling is dangerous, and combined empathy becomes all about the person’s selfishness taking and feeling, not the sufferer. Compassion is when those feelings and thoughts include the desire to help, taking nothing, onboarding no selfish emotional entanglements for personal gain, simply a desire to help relieve suffering. Altruism, in turn, is the kind, selfless behavior often prompted by feelings of compassion, though one can feel compassion without acting on it, and altruism isn’t always motivated by compassion.

The focus of compassionate people is to help without personally benefiting a person or animal in pain.  Be that pain physical, emotional, mental, etc.; the focus is always on the other and on helping as able.  Interestingly, compassion is rooted deep in the brain, whereas empathy, sympathy, and altruism are not.  Compassion changes a person fundamentally for the better, whereas research supports that sympathy, empathy, and even altruistic actions do not.  Hence compassion can be a tool in a leader’s toolbox, whereas sympathy and empathy, more often than not, are useless in building people and teams.  It is clear that compassion is intentionality, a cognizant decision to act, and the purpose is always to help.  Sympathy, empathy, and altruism are unconscious emotional desires; unless the person showing these emotions is there for personal gain, deception is intentional and conscious.

  • Truth 1. It cannot be stated enough, or more strongly, emotions are a cognizant choice based upon social cues, learned social rules, and judgments to obtain a reward.  Several good references on this topic exist, but the best and easiest originates with Robert Solomon, “Not Passions Slave: Emotions and Choice.”
  • Truth 2. Emotions are active responses, not passive, and emotions do not happen to an individual sporadically or spontaneously.  Again, several good references on this topic exist, but the best and easiest originates with Robert Solomon, “Not Passions Slave: Emotions and Choice.”

Where compassion is concerned, especially the conscious use of compassion as a leadership tool, the leader must become aware of emotions’ role and social influence and be better prepared to improve people and build cohesion in teams.  Because of compassions intentionality to render help to others, understanding how emotions are a choice and why is like putting glasses on to clarify what is happening, why, and how to duplicate or eradicate the emotional influence.  Thus, the need to emphasize these two truths, even though they are similar, are distinct and need complete understanding to best position the leader in building people.Knowledge Check!

Plastic Words – Tyranny in Language!

  • Truth 3. Uwe Poerksen, “Plastic Words: The Tyranny of Modular Language,” remains an excellent source and cautionary tale on what we are experiencing in modern society where words are captured, bent, disconnected from common definitions, and then plasticized to stretch into what that word is not intended to be used for.  There are a host of plastic words, phrases, and entire twisted languages dedicated to exerting tyranny through communication using plastic words.

Consider the following, culled from APA’s junior website, “Psychology Today.”  Please note, the article linked is the author’s personal opinion; however, for understanding the plasticity in compassion found in modern language, a better example is difficult to find.  The author insists that compassion requires using both sympathy and empathy to be compassionate.  As discussed above, sympathy and empathy should not describe or define compassion. While the words are similar, the conscious intentionality of compassion means sympathy and empathy are not, and should not, be included with compassion.

Yet, the author still provides clear guidance on compassion, insisting that compassion be ruled with logic and wisdom.  Please note, showing compassion does not mean the compassionate person needs to go into debt, sacrifice themselves, or invest to the point of exhaustion in another person.  Logic and wisdom dictate that you are not less compassionate when you govern compassion with temperance, but the reverse.  A critical point of knowledge stumbled upon while trying to plasticize compassion as sympathy or empathy; compassion requires logic and wisdom, temperance, and judgment, all conscious, active, and involved decisions to be the most effective in building people.

Finally, compassion is a two-directional mode of building people.  Both parties in a compassionate relationship are choosing consciously to engage in compassion.  Hence, both will share in the consequences; sympathy and empathy are all one-directional from the giver to the receiver, with no reciprocation.  Thus, stretching compassion to include sympathy and empathy, or even altruism, disconnects the fundamental ties of compassion from logic, and chaos ensues; where chaos exists, tyranny occurs!

Using Compassion – Focusing Upon Potential

Opportunity is potential; potential is triumph waiting for an effort to be applied.” – Dave Salisbury

The above sentiment is one of my favorite truths because of what Mumble’s Dad Memphis said in Happy Feet, “The word triumph begins with try and it ends with a great big UMPH!”  What does the informed leader do to build people?  They recognize potential, both strengths and weaknesses, as a means to grow in themselves and others.  Compassion enters when an event occurs as the emotion of connecting and building relationships.  An analogy, compassion, could be compared to the mortar used in laying bricks.  Each person and event are bricks, and by using compassion, the bricks are organized into a wall of strength.  What is the potential of a single brick in a pile; hard to say.  Organize them with compassion, and the potential becomes visible to all.

Practical Activities for Building Compassion

The following are helpful suggestions for building compassion in yourself and others.

    1. Show genuine emotion; if you’re happy, smile! If you’re struggling, let people know.  Our society has been built upon hiding what has been going on for too long.  People begin a conversation with, “How are you doing?”  The expected answer is “fine,” good,” “okay,” etc. yet, when you know how you’re doing, these answers just spread lies.  Are you building an environment where people can be honest about how they are doing?
    2. Compliments are a big part of showing compassion. Yet, too often, we cannot compliment each other without problems of sexual harassment.  The giving and accepting of compliments build trust and comfort between people.  Open the environment for giving and receiving compliments.
    3. Praise and expressions of gratitude cannot be understated as needed tools for building people. Research supports that honest, sincere, and frequent praise is better than cash for brain health and motivation.  Again, open the environment for issuing praise and gratitude.
    4. Employ reflective listening; reflective listening is listening to understand the speaker and build a two-directional solution. Active listening is easily faked; the other listening methods do not include listening, hence the need for reflective listening.
    5. Curiosity reflects a genuine interest in someone else. Ask the other person’s interests, find common ground, and build from there.  Do not forget to share.  For example, what books have you read recently?  Got a hobby, share new skills.
    6. Invest time! You cannot build compassion without investing time in yourself and with your team!  Take the time, invest the time, and employ patience.

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Jacob and Esau – The Perils of Government; An Analogy

Bobblehead DollSeveral books of scripture, in multiple religions, record the story of Jacob and Esau.  Jacob and Esau are twins male children of Isaac and Rebekah.  The boys were competitors for their entire lives.  Esau acts outside his parent’s wishes in marriage, sells his birthright to Jacob for a bowl of pottage (stew or beans; something cooked in a pot), and late in life is reconciled to Jacob even though his people continue to have animosity towards Jacob’s people to this day.  While the story of these twin brothers remains useful to those in religion and teaches several morals of importance, Jacob and Esau represent a classic tale of why government should be limited in size and scope.

Genesis 27, Old Testament, contains the story of how Jacob obtains the birthright blessing, which had been sold to him by Esau for the aforementioned bowl of pottage.  Consider with me what would have happened if the same bloated government we have right now had meddled in the affairs of Isaac, Jacob, and Esau.  The cost of meddling in the internal family affairs, the government would have taken 40% inheritance tax.  Esau would have always had the government as a millstone and ready excuse for not reconciling with Jacob, and lawyers and government officials would have further sundered the family.

Remember this, for it has importance in the following discussion, the government does not grant freedom, EVER!  As described and stated in the US Constitution and US Bill of Rights, freedom comes from a power higher than government, and government was only, ever, instituted for the benefit of man.  Ask yourself, is your government benefitting you?Plato 2

I guarantee the answer is no; regardless of the political spectrum, you prefer.  Why, because the government should not be exerting powers in areas that control or curtail the freedoms of the people.  Esau never valued his birthright, so selling it was easy, and a bowl of pottage was a rich reward for something he did not value.

How expensive is government-funded medical treatment?  Some will claim, but those receiving treatment never see a bill; really?  Costs are more than merely a statement representing the need to pay money.  What about the loss of privacy?  What about the loss of freedom to choose what treatments and providers are best for you?  What about the loss of innovation to the thumb of oppression from the government?  What about the loss of self-reliance and the health benefits of independence?  What about the destruction of your community and the connections people felt with and pride for community hospitals?  What was lost when the medical community forced, through the abuse of government intervention, the knowledge of herbs for the sterility of Big Pharmaceutical drugs?

For the hope of a prosperous retirement, what was sold; freedom and money in the now.  Yet, one should ask, where does the government get the power to take money, then give it back at some future point?  Except, how many of those government retirement Ponzi Schemes are fully funded, even with all the money flowing in?  The answer is as empty as Esau’s bowl.  Still, the government continues to steal money through forced taxation and purchase the hopes and liberties of citizens for that hoped-for bowl of pottage, prosperity in retirement.Plato 3

For the hope of reducing poverty, the government purchased a class of people whom they could abuse and ignite for political gain anytime they want or desire.  To create this aggrieved class of people, the government took over welfare programs, bought people with bread and circuses, asked them to stay in government houses, live on government food, enjoy government-provided entertainment, etc.  What was sold for this bowl of pottage; liberty, potential, freedom, upward mobility financially, safety and security, and hope.  What has been the consequences of this purchase; a permanently aggrieved class of people who look longingly at another’s possessions and desire them through theft because hard work is racist, demoralizing, and stops the government handouts.  Worse, the government had to grow in power and size to “manage” this class of people, creating those with six-digit salaries to rub the purchased people’s faces in the irony of what was lost in the purchase.

The United States has been waging a “War on Drugs,” almost since its founding.  The government considers one drug “good,” mainly due to the ease of controlling it for taxation purposes, and another drug “bad.”  Yet, how successful has it been in this “war?”  Not at all, and its failures are increasing year-over-year, even while new methods of taxation are being invented to manage “legal drugs.”

Alcohol in the United States has had a history of acceptance, tolerance, legal banning, and returned to tolerance and acceptance, all through human desires, abuse of government powers, and the need for tax revenue.  Sin taxes, the class of tax used to allow a citizen government approval to get drunk, stoned, or inject poison into their bodies, are among the highest taxes in America.  Yet, the more the taxes increase, the more people want these products, and the more the government wants people to use these products, for we see the purchase of something transitory using something highly precious to barter.  What is more precious than time and physical health, and what is purchased but something that can only temporarily ease pain or provide relief at best.Apathy

Tobacco has been a favorite drug of the government for its population to enjoy, pushing the popularity of the drug even while condemning and restricting how, when, where the drug can be enjoyed.  Tobacco farmers have played vital roles in American history, and the product has been a significant cash crop for government revenue.  Have you ever wondered where the money and research facilities originate to improve cigarette addiction?  Have you ever considered where the marketing materials originated to pitch the health benefits of smoking?  Do you realize that government is the biggest provider of money for research and marketing purposes?  Never forget the government has become flush with cash, pushing tobacco, regulating tobacco, and licensing tobacco.  Now ask yourself, why would the government give on the one hand and take on the other, because it is making money with both hands as people sell something precious for something valueless and transitory.

Do people get injured and need assistance; yes, but the government is never the answer to provide help.  Are there those who are trying to thrive and escape poverty; yes, but the government is never the answer to providing help.  A truth from time immemorial, governments do not produce anything; thus, the government must first take through legalized theft, taxation, and legal abuse to give to someone else.  Every representative government must walk a balancing act between what a government is and what responsibilities a government must shoulder.  Except, how many continue to make Esau’s mistake and sell something incredibly precious for something transitory and essentially valueless?

Worse, evaluate the consequences of allowing the purchase to occur.  First, the seller experiences buyer’s remorse, anger, jealousy, regret, and the government making the purchase laughs, making the bitterness of the sell more poignant.  Second, the seller needs an outlet for this buyer’s remorse.  In an effort to continue to purchase while appeasing, the government allows the seller to go destroy the property and goods of another less politically connected person and calls this social justice.  Third, the abused class of people who are not politically affiliated or are political rivals, whose property is being destroyed, looks on, and envy, malice, and contempt are bred, which furthers the goals and desires of the government.The Duty of Americans

Esau took a long time to be reconciled to Jacob, but it first required admitting that he had sold his birthright (something of great value) for something transitory and valueless (food).  Jacob and Esau’s story remains of great importance and a cautionary tale, especially for understanding why government needs to be smaller, less involved, and less able to abuse the citizenry.  For too long, the governments worldwide have either abused their powers to purchase or been established as a tyrannical and oppressive government.  Either way, the government is the problem, and the answer continues to be the same, curb the government!

Knowledge Check!If COVID has taught the populations of the earth anything, let us learn this valuable lesson, the government is the problem, not the solution!  The size of government is oppression, the cost of government is theft, and the loss of precious freedom and liberty for transitory and valueless gifts or benefits which come at too high a price in treasure and other precious resources.  We, the owners and the abused of government, must change how we think and feel about the role of government before all is lost to the ever-hungry maw of government and self-interests!

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Build People – Compassion, a Tool For The Leadership Toolbox

A Theory About CompassionSympathy and empathy remain emotions quite dangerous, and I will include a caution to avoid these emotional entanglements.  Yet, in discussing sympathy and empathy, a question was raised regarding compassion, and I would speak to this tool.  Please note that sympathy and empathy are not compassion, and understanding the difference remains fundamental to using compassion correctly to build people.

Compassion

The dictionary declares that compassion means “to suffer together.”  Intimating that compassionate people feel motivated to relieve suffering for they have felt the pain of suffering in another.  But, compassion is not the same as empathy or altruism.  Empathy is all about taking the perspective of and feeling another person’s emotions.  The taking is dangerous, the feeling is dangerous, and combined empathy becomes all about the selfishness of the person taking and feeling, not the sufferer. Compassion is when those feelings and thoughts include the desire to help, taking nothing, onboarding no selfish emotional entanglements for personal gain, simply a desire to help relieve suffering. Altruism, in turn, is the kind, selfless behavior often prompted by feelings of compassion, though one can feel compassion without acting on it, and altruism isn’t always motivated by compassion.

[Evolutionary roots for compassion] – Check this video out!  Well worth your time!

The focus of compassionate people is to help without benefiting personally a person or animal in pain.  Be that pain physical, emotional, mental, etc.; the focus is always on the other and on helping as able.  Interestingly, compassion is rooted deep in the brain, whereas empathy, sympathy, and altruism are not.  Compassion changes a person fundamentally for the better, whereas research supports that sympathy, empathy, and even altruistic actions do not.  Hence compassion can be a tool in a leader’s toolbox, whereas sympathy and empathy are more often than not useless in situations.

If you want others to be happy, practice compassion. If you want to be happy, practice compassion.” – Dalai Lama

Compassion does not just happen. Pity does, but compassion is not pity. It’s not a feeling. Compassion is a viewpoint, a way of life, a perspective, a habit that becomes a discipline – and more than anything else.  Compassion is a choice we make that love is more important than comfort or convenience.” – Glennon Doyle Melton

It is clear that compassion is intentionality, a cognizant decision to act, and the purpose is always to help.  Sympathy, empathy, and altruism are simply unconscious emotional desires; unless the person showing these emotions is there for personal gain, for deception is intentional and conscious.

Please note, I am not delving into the various types of compassion.  Other researchers have done this, and frankly, I feel like Mark Twain’s quote has come to life, “We have studied something so much, we now know nothing about it.”  If you want a resource for diving deeper into compassion, check out Dr. Paul Eckman’s “Emotional Awareness” as a launch point.  Be advised, emotions are a choice made consciously, and too many researchers refuse this belief.  Passive emotional beliefs rob us of fundamental power and abilities for being human.

“Let our hearts be stretched out in compassion toward others, for everyone is walking his or her own difficult path.” – Dieter F. Uchtdorf

Compassion as a Tool

Leadership, as a job, contains equal parts of teaching and exemplifying.  Compassion for self is observable through the words and actions of a leader.  Do you insult yourself by calling yourself “stupid,” “ignorant,” etc.?  If so, your followers will automatically presume you will do the same to them.  The tool compassion begins with relieving internal suffering, and compassion for others is nothing but an extension of compassion for self applied through action.

Compassion for others begins with kindness to ourselves.” – Pema Chodron

It is a lack of love for ourselves that inhibits our compassion toward others. If we make friends with ourselves, then there is no obstacle to opening our hearts and minds to others.” – Anonymous

It is not enough to be compassionate. You must act.” – Dalai Lama

Consider the teacher you admire most; did they show compassion?  I guarantee they did, and their compassion is one of the most significant reasons you hail them so highly.  Compassion is not a weakness but, in fact, a strength and a motivating reason to be a better leader.  Through compassion, we train ourselves to become more tolerant of our own faults and then extend this kindness to others.

Leaders ask yourself:

    1. When was the last time you showed compassion to yourself?
    2. How much compassion do you practice daily, first on yourself, then upon your followers? – Inherent to note, you cannot be critical of yourself and compassionate to others. Compassion cannot be faked; treat yourself better.
    3. Do you build compassion and promote compassion? How often?
    4. What motivates you to develop and encourage compassion?

Using Compassion as a leader

Look for a way to lift someone up. And if that’s all you do, that’s enough.” Elizabeth Lesser

When we give ourselves compassion, we are opening our hearts in a way that can transform our lives.” – Kristin Neff

Compassion is so often the solution.” – Anonymous

Aesop has a fable about a lion with a thorn in his foot, removed by a shepherd.  M*A*S*H 4077th related this story with Aesop’s shepherd being Androcles, a Christian who was to be fed to the lions, but the lion remembering the kindness, refused to eat.  Other variations of this story exist, but the moral always comes back to support the truth, “Compassion is so often the solution” Anonymous.

In fourth grade, my second trip through this grade, I had the great privilege of witnessing the power of compassion by a principal.  The principal (Miss Murphy) told me a story of her youth where she had been a crossing guard and abused her power one day.  The child complained, and the following day her school principal called her in, but instead of punishing her, he offered praise, sincere, appropriate, and heartfelt praise.  Miss Murphy could see the complaint on the desk of her principal, knowing she should be getting punished, but instead, the compassion of the principal changed her life.  I was a third-generation extension of this principal’s compassion, through Miss Murphy, who knew I was busted for the umpteenth time, should have been expelled from school, and punished severely.  Yet, Miss Murphy had witnessed good and used this moment to express praise for the good witnessed.

NO FearI have tried not to let Miss Murphy’s compassion end with me and pass along her lesson often.  Compassion and praise remain instrumental tools in every leader’s toolbox.  Do not fear using these tools frequently, for then you also will change a life, even if that life is only your own.  I am a better person because others have provided me compassion; pass it along!

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Build People – Focus on Potential, a Leadership Task

ToolsWhile walking through Home Depot, my favorite aisles are those aisles with tools, power tools, hand tools, and so forth.  My mind always goes on imaginative wanderings, thinking about what those tools will go out into the world and do.  Will an inexperienced hand learn on those tools?  Will they build grand buildings?  Will they destroy?  What will those tools help accomplish?  The potential held in a tool is as much a mystery as looking at a babe in arms and thinking, what will that soul go forward and do?  I never become bored thinking about the potential held in a tool as part of the ongoing saga of humanity.

Without hands, a tool is useless; the tool cannot act independently.  Guns do not shoot themselves; hammers do not strike anything alone; thus, we can see that tools need someone to fulfill the measure of their creation.  For good or ill, the tool is only ever a force multiplier and requires intention through another party to act.  A critical point to understand is the person’s intention of holding the tool, who decides whether that tool will build or destroy, and the value to the owner.

Knowledge Check!But, this article is about people’s potential; why begin discussing tools?  To a leader, each person is a tool requiring training, delegation, trust, and motivation to achieve the measure of their creation.  Have you ever witnessed an unskilled manager use, or abuse, their people?  My first officer in the US Army National Guard was one of these unskilled managers.  The stories and experiences from this manager are legion, fraught with examples of what not to do and the hubris of a person placed into a position of power above their competence level.  I have long wondered, what did this officer’s boss think about this officer’s performance?

The first lesson in building people is this; everyone has someone they report to.  Do your people know who they report to, and are they comfortable talking to this person?  Consider the following:

Leadership is solving problems.  The day soldiers stop bringing you their problems is the day you have stopped leading them.  They have either lost confidence that you can help or concluded you do not care.  Either case is a failure of leadership.” – General Colin Powell

In more than nine years of Military Service, I can count on one hand the number of officers I trusted enough and were approachable sufficient to bring problems to, and I won’t even need the pinky and thumb.  In talking to friends and family about this issue, their experiences are similar.  Worse, the same problem exists with the non-commissioned officer corps.  In my professional pursuits outside military service, I have worked with precisely one boss to whom I felt comfortable bringing issues.

While I strive to be the leader I wish I could take problems to, there is a realization that to my teams, I am being measured, weighed, and if found wanting, will never know I failed to be the leader to whom I would bring problems.  Consider this for a moment.  A leader could be solving problems and thinking, “My people bring their problems to me QED: I am a good leader.”  While never realizing they are detestable and hated by their people.  All because their people only bring work-related problems, and then only rarely.  In the US Navy, I experienced this exact issue more than once, and the officers all thought they were “God’s gift to their people.” Massive egos, compensating for being vile and despicable.

Leaders, take note:

    1. What are the preferred names of the members of your teams?
    2. When was the last time you shared problems and asked for input from your followers?
    3. What are you learning daily, and who is teaching you?
    4. Do you know your followers sufficiently to advise?
    5. What quirks, talents, skills, or abilities do your people possess that you appreciate?

How you answer these questions determines more than your destiny as a leader and your team’s productivity in achieving business goals.  When I begin a new project and select tools, I review what I know about my tools.  My hammer has a loose head, but I will not change it out because it has the smoothness of age and is the best hammer for finishing work.  This wrench has scratches in the head and a chisel mark in the handle that is exactly 6” and is handy in a pinch.  Thus, when used on soft brass, the head will leave marks in the metal on which it is used.  All this and more is reviewed, strengths and weaknesses, quirks and peculiarities, all known before engaging in a new project.  When you know your tools, their potential is declared, and in communicating their potential, how and where they can be best used becomes common knowledge.

Leadership is a potent combination of strategy and character.  But if you must be without one, be without strategy.” – General Schwarzkopf

Ninety-Nine present of leadership failures are failures of character.” – General Schwarzkopf

Several of the worst people I have ever worked for had the moral integrity of a used car salesperson.  They could not be trusted, except to be trusted to stab you in the back.  No honesty, never forthright, always acting for the downfall of anyone they deemed was competition, and constantly engaged in stealing glory while meting out the worst punishments.  While the experiences fulfilled another axiom from General Schwarzkopf, the education was brutal to suffer through.

You learn far more from negative leadership than from positive leadership.  Because you learn how not to do it, and, therefore, you learn how to do it.” – General Schwarzkopf

These experiences alone would qualify me to write this article; however, through a multitude of academic classes and degrees, I have gained more fundamental qualifications to justify what I am about to declare.  If you think a title makes you a leader, you are the problem in your organization’s leadership!  In working with newly minted, freshly commissioned, officers in the US Army and the US Navy, I have learned through sad experience too many consider the rank and titles their “Golden Ticket” to being abusers of people through “leadership.”  One particular example stands out more clearly from the others.

While serving in the US Navy, my first Chief Engineer was book smart and common sense inept!  This man was more dangerous with tools in his hand, even though he could verbatim quote pages from maintenance manuals.  Shortly before I arrived on the ship, the Chief Engineer had started a fire on board the vessel in multiple engine and auxiliary rooms by applying shaft brakes to an operating shaft instead of to the shaft that had been locked out and tagged out.  The Chief Engineer then compounded his errors by blaming the engineers who had properly locked out/tagged out the shaft needing maintenance.  This was a major issue that proved cream rises and trash sinks, and this leader was absolute trash!

The bitter cherry on this crap sundae, the example of the Chief Engineer, was a symptom of a greater sickness and moral desert in the Engineering Department.  Chiefs were force-multiplying the Chief Engineers example, and the senior non-commissioned officers were force-multiplying the chiefs example.  Who suffered, the lowest enlisted, and the rest of the ship.  Maintenace was rarely done properly, watchstanding was hit or miss, and the example plagued the Engineering Department for years after the Chief Engineer was summarily dismissed.

The only redeeming factor from this experience, I learned the lessons of what negative leadership does well.  Leaders take note:

    1. If character problems lead to poor performance or behaviors detestable in your teams, look no further than the reflection in the mirror for both an answer and a root cause.
    2. Your followers will observe what you do more than what you say. How are you acting?
    3. Stop looking up, you are a leader, and your first vision should be to look sideways and make sure your people are on the same level before you look up.
    4. Before embracing new strategies, first review character!

The following is critical to building people and promoting potential:

To be an effective leader, you have to have a manipulative streak – you have to figure out the people working for you and give each tasks that will take advantage of their strengths.” – General Schwarzkopf

Leadership is a balancing act between helping people take advantage of their strengths and training them to overcome individual weaknesses.  Yet, leaders often act like managers, never training, and always micro-managing to shave strengths preventing competition with the leader.  Which are the actions of neither a leader nor a manager, but a tyrant!  Petty authoritarians acting the role of tyrants produce more harm than war, poverty, and disease combined.

What actions are needed?  We conclude with the following:

TRUE courage is being afraid, and going ahead and doing your job.” – General Schwarzkopf

The job of a leader begins with being a good follower; even if to be a good follower, you must be the loyal opposition standing like a rock doing the right thing in the face of adversity.  Moral integrity is critical to being a good leader and is foundational to building people.  Leaders take special note and act accordingly:

    1. What is your moral code?
    2. Why do you embrace those morals?
    3. Do you understand integrity is doing what is right, especially when you think nobody is watching? Do you have moral integrity?
    4. Do you know your identity, and are you comfortable with your identity?
    5. What character do you possess, and is that character tied to your morality and integrity?Exclamation Mark

When you are placed to influence people, build potential by first knowing, and then doing that which is the harder right, than the easier wrong.

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

What Draws People Together? – A Discussion

Father MulcahyWith gratitude to C. S. Lewis, today’s article is not meant to be my pontificating on a particular topic, but a discussion where we work to find commonality and increase knowledge.  I cannot stress this enough; I am not the end-all resource on a topic, especially topics I remain utterly ignorant about.  Love, friendship, charity, and many more are topics I am learning about and if you are a subject matter expert, feel free to join the conversation, add comments below, and let’s learn together.

As we begin, I will stress one more point; it is a pattern I have learned well.  “We teach that we may learn more perfectly.”  Thus, while I remain thoroughly ignorant, I will teach what I know, what I have found, and what I suspect so that I may learn more perfectly what I desire.  Welcome!

Love is not affectionate feeling, but a steady wish for the loved person’s ultimate good as far as it can be obtained.” ― C.S. Lewis

As a kid, love was getting beat, having chores heaped up, and being punished as my mother was God’s right-hand person.  Her favorite saying was, “That was God punishing you for what you did.”  I have had a complicated relationship with God ever since I could remember.  Worse, this relationship has been clouded with a misunderstanding about love, chastisement, and punishment.  The quote above from C. S. Lewis is one I have been thinking about and continue to try and understand its application.

What draws people to be friends is that they see the same truth. They share it.” ― C.S. Lewis

Friendship is born at that moment when one person says to another: ‘What! You too? I thought I was the only one.’” ― C.S. Lewis

These two messages on friendship are, to me, very important.  But, I have found that the importance varies based upon whether people form around a personality trait or a truth.  For example, I choose to be a bibliophile.  Books are fundamental to my personality, identity, and methods of looking at the world.  But not all books are worthy of being in my library or possessing the same value.  When I find people who have read the same book, found similar truths, these people become value-added relationships, and together we move forward.  As a foodie, as a baker, as a distinguished eater of good foods, I have met many people.  But very few of them joined my society for very long, as their association is built upon food, not truth.  Are the distinguishing characteristics understood?

You have never talked to a mere mortal. Nations, cultures, arts, civilizations are mortal, and their life is to ours as the life of a gnat. But it is immortals whom we joke with, work with, marry, snub and exploit – immortal horrors or everlasting splendors.” ― C.S. Lewis

Consider this unique perspective and inherent truth; we are immortal spirits having a mortal experience.  But, inherent in this truth from C. S. Lewis is the individual’s choice to be either an immortal horror or everlasting splendor.  To some people, I am an immortal horror because of my actions in their society, and to these people, I offer a sincere apology.  These people know who they are, know how they were hurt, and if I could, I wish, I could go back in time and change my actions.  I wish the opposite were true, that there were people who would consider me an eternal splendor, for that is what I have been working to achieve in human relations for a long time now.  Still, I remain an immortal personality, spirit, and individual.

Everyone thinks forgiveness is a lovely idea until he has something to forgive.” ― C.S. Lewis

Or something to be forgiven for… do you think C. S. Lewis intentionally left this part out in this statement?  What is more difficult, forgiving someone else, forgiving ourselves, or being forgiven?  I do not have this answer, but I find the question intriguing.  I am not venturing into religion, religiosity, or preaching religious dogma in asking this question.  I am merely asking for consideration of a tool.  Forgiveness is a useful tool, for, through forgiveness, we begin the process of forgetting, healing from physical, spiritual, and mental/emotional wounds.  Wounds that cannot find closure and healing any other way.  But one of the things I learned about injuries is focusing on them, poking them, ripping scabs off, all these things, and more are reopening those wounds, where forgiveness is like a really good bandage that holds both a pain reliever and a healing cream to speed healing.  Yet, how often do we refuse this tool, or worse, use this tool for a limited amount, not allowing the entire wound to heal?

“..Friendship is not a reward for our discriminating and good taste in finding one another out. It is the instrument by which God reveals to each of us the beauties of others.” ― C.S. Lewis, The Four Loves

I have met some ugly people whose physical features are terrible, but they are beautiful and lovely immortal beings.  On the opposite, I have unfortunately met some physically beautiful people who are ravening wolves and immortal horrors, where I curse the day we ever crossed paths.  What never ceases to amaze me is that physical beauty and internal splendor or horror are not mutually exclusive or inclusive.  The physical is generally the results of choices others have made and reflect the injuries overcome, whereas the internal is all individual choices, compounded over time, into horror or splendor.  One of the truths I have found is patience is generally the perfect revelator of another person’s horror or splendor, and rushing the judgment always leads to a need for forgiveness.

We live, in fact, in a world starved for solitude, silence, and private: and therefore starved for meditation and true friendship.” ― C.S. Lewis, The Weight of Glory

Do we understand this pattern, as laid out by C. S. Lewis?  How often has a good friend promoted solitude, silence, and private thoughts and contemplations within ourselves that have led to meditation and deeper friendships?  I married my best friend.  Sometimes we fight like brothers, more often though her input has caused this pattern to be unfolded to me in new and interesting ways.  Sometimes we disagree on topics and get quite vocal in our discussions.  Sometimes we disagree quietly and wait for the other to come around when in reality, we are generally waiting for ourselves to realize and learn.  For the better part of almost three decades, we have lived after the manner of learners, and this friendship has only deepened.  Even though sometimes frustrations run high, the friendship has value for inspiring this pattern to be effective.

Pain insists upon being attended to. God whispers to us in our pleasures, speaks in our consciences, but shouts in our pains. It is his megaphone to rouse a deaf world.” ― C.S. Lewis

Hardship often prepares an ordinary person for an extraordinary destiny.” ― C.S. Lewis

Does hardship ever come without pain?  I remember my first week or so in US Army Basic Training; the pain in my muscles was incredible, and the torture of physical exercise I thought was going to kill me.  Yet, I put on weight (muscle) because of basic training, I learned endurance, and the results have been nothing but beneficial.  Thus, I could say, basic training was a megaphone of pain to rouse a deaf person to action, and the resulting life changes have been extraordinary.  Do we kick and curse the pain, or do we hold deep to the hope that the pain will lead to something extraordinary?  The choice is important, the pain is temporary (always), and the resulting consequences determine our destiny.

The homemaker has the ultimate career. All other careers exist for one purpose only – and that is to support the ultimate career. ” ― C.S. Lewis

Never Give Up!We conclude with this thought and provide honor to those who are the homemakers!  One of the first things I learned as a military dependent is that the military spouses, the homemakers who watch hearth and tend the wounds, are incredible people.  As a military servicemember, I learned a new appreciation for my homemaker and the friends and family who supported her in the ultimate career.  As a veteran, my appreciation for the role of the ultimate career professional has only deepened and widened.  As we go into Thanksgiving celebrations, remember the homemakers, male and female, who, through tending hearth and home, make the job of supporting the homemaker easier and more bearable.

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

That’s Crazy!!! – More Chronicles from the VA (CH 5)

I-CareThe end of the year inundation continues unabated.  Unfortunately, so to does the failure of the Department of Veterans Affairs (VA) – Office of Inspector General (VA-OIG) to inspire and motivate change.  Thus, my continual efforts in opening the transparency and demanding accountability for the VA leadership, and insistence that the American Congress do its job in scrutinizing the executive branch!  I repeat, only for emphasis, the US Congress (the US Senate and US House of Representatives collectively) only have two jobs.  1) write laws that are constitutional and for the benefit of all, themselves included, American citizens.  2) scrutinize the executive branch to protect the American Citizen from abuse and runaway actions.  Feel free to read the links to each story for more information, the failure of elected officials to act and prevent this behavior is abysmal, and these are just summaries, the full story is detestable!

In yet another fraudulent scheme, the fraudsters are penalized but the VA employees are left without penalty.

Thomas Farese, 79, of Delray Beach, Florida, and Domenic J. Gatto Jr., 47, of Palm Beach Gardens, Florida, are charged in an 11-count indictment with conspiracy to commit wire fraud, conspiracy to commit health care fraud, health care fraud, conspiracy to transact in criminal proceeds, transacting in criminal proceeds, and conspiracy to violate the federal Anti-Kickback Statute.VA 3

Two VA employees, over the course of four years, caused the VA to lose $1.38 million in kickbacks.

Two Chicago-based VA employees were charged in connection with a fraud scheme that involved pocketing cash payments from vendors in exchange for steering orders for medical equipment to those vendors. Andrew Lee is charged with one count of wire fraud, while Kimberly Dyson is charged with one count of conspiracy to commit bribery and four counts of bribery. Lee and Dyson worked as prosthetic clerks in the VHA Prosthetics Service in Chicago, where part of their duties was to select vendors to order medical equipment for VA patients using government purchase cards. The charges allege that Lee and Dyson schemed with coconspirators who owned or operated medical supply and distribution companies, in some cases placing orders for unnecessary and more costly monthly rentals of medical equipment, rather than purchasing the equipment as VA physicians had ordered. The scheme fraudulently caused the VA to overpay one company by more than $1.38 million from 2016 to 2020. Lee and Dyson pocketed kickbacks of at least $220,000 and $39,850, respectively.VA 3

From fraud to theft, we find another VA employee improperly taking advantage of their position for personal gain.

Former VA-certified registered nurse anesthetist, Elizabeth Prophitt of Saline, Michigan, was sentenced to three years’ probation for stealing controlled substances, including several opioids, from hospital-dispensing machines. Prophitt pleaded guilty to five counts of obtaining controlled substances by fraud, misrepresentation, or deceit. She used her position as a surgical nurse to steal more than 2,000 vials of Schedule II and Schedule IV controlled substances, which included fentanyl, hydromorphone, morphine, and midazolam. Prophitt would use protected patient information and falsify medical documents to obtain the controlled substances. Instead of using the medication on patients, she diverted the drugs for her own personal use.VA 3

For all those people who shudder when they think of how porous the government is in protecting personal identifiable information (PII), the following should alert and provide more fodder to end the political ambitions of representatives who continue to refuse to do their jobs!

Five out of seven conspirators were convicted for their roles in a scheme to defraud the VA and the Social Security Administration of more than $1.8 million. A Florida jury found Omar Shaquille Bailey and Ronaldo Garfield Green guilty following an eight-day trial, while a third codefendant, Jamare Mason, pleaded guilty on the second day of trial. Two other codefendants, Kadeem Gordon and Mario Ricketts, had pleaded guilty prior to trial, while two remaining codefendants have yet to be apprehended. The members of this conspiracy obtained the personally identifiable information of disabled veterans and Social Security beneficiaries and used this information to fraudulently open bank accounts and prepaid debit cards. They also forged documents in the victims’ names that directed the VA and the Social Security Administration to deposit benefit payments into those fraudulent accounts. The defendants and their coconspirators withdrew these funds from ATMs and banks throughout South Florida and Georgia for their own personal use. Much of the funds were ultimately funneled to the architects of the scheme in Jamaica. The five guilty defendants are awaiting sentencing.VA 3

Please remember, an indictment is not a conviction, and every person is allowed their day in court, in front of a jury of their peers, before sentencing and judgment is passed.  With that said, the following indictment is pretty compelling.  If found guilty, may the defendant be forced to do community service in distinctive clothing, in a public place, and carrying a sandwich board detailing their crimes.  Inexcusable and unforgiveable are terms not used enough for some crimes!

Rosemary Ogbenna of Washington, DC, was named in a 35-count indictment for allegedly carrying out a scheme to steal more than $400,000 in government benefit funds provided by the Social Security Administration (SSA) and VA. According to the indictment, Ogbenna operated a rooming house business and perpetrated the scheme to target some of her tenants. She obtained and maintained control over SSA and VA benefit funds intended for the care of elderly, mentally ill, disabled, and veteran beneficiaries, and used the funds for her own personal use and benefit.VA 3

The Raymond G. Murphy VA Medical Center (VAMC) in Albuquerque, NM is in the news again.  No surprise if you, like me, are familiar with the conditions and leadership at this VAMC.  Unfortunately, another veteran has died due to the malpractice and malfeasance, abuse, and lack of leadership in the VA.

The VA-OIG determined that poor oversight of resident physicians (residents) likely contributed to the patient’s delayed lung cancer diagnosis. A resident ordered an abdomen and pelvis computed tomography (CT) scan. Although a follow-up chest CT scan was recommended within 90 days, it took 175 days to complete. The chest CT scan results included resolution of a spiculated lung nodule and worsening of opacities in the lung representing a cavitary infection or cancer, and a positron emission tomography/CT (PET/CT) scan was recommended. The follow-up PET/CT scan showed a lesion in the right lung, but a biopsy was not done. The patient was examined and diagnosed with cancer at a non-VA hospital.

The VA-OIG concluded that deficiencies in care coordination between Primary Care, Pulmonary, and Emergency Departments’ staff also contributed to delays. In addition, contract teleradiologists did not use available prior images for comparison.  The facility failed to use quality management and patient safety processes to evaluate the care of the patient.VA 3

Here’s the kicker, and it should infuriate every taxpayer in America.  The Raymond G. Murphy VAMC was recently found to be meeting all SAIL metrics in a comprehensive healthcare inspection completed by the VA-OIG.  SAIL metrics are how the VA leadership are measured in being knowledgeable and competent in these positions.  Check out the link on SAIL metrics for more information.  Leaving only one question, “How can the VA leadership be found competent, and still be killing veterans?”

Angry Wet ChickenWhen discussing the abuse of veterans and the failure of VA leadership, it never ceases to surprise me the utter half-truths, bloviations, and oratorial yoga, and logical pretzel twisting that is accepted by the US Congress.  The following link takes you to a list of witness testimony given by VA-OIG representatives to the US Congress.  If these “witness” statements leave you sick and mentally struggling, don’t say you were not warned.  The VA-OIG, like the VA, is replete with verbal contortion performers and nowhere is this most noticeable than in “witness” testimony!

Regarding verbal chicanery, oratorial yoga, and despicable verbal gymnastics to provide job security while taking zero action, here is the link to the Semiannual Report to Congress by the VA-OIG.  Don’t say I didn’t warn you, the bureaucrats are out in full force and are playing every card in the deck to protect themselves from Congressional Scrutiny, while attempting to pass themselves off as honest, fair, and doing a good job for the American People.  The problem is in Congress not properly scrutinizing these shenanigans and demanding compliance with the law!

VA SealThe remaining 15 notifications from the VA-OIG are the standard reports on comprehensive healthcare inspections (CHIp) where leaders are measured, never found wanting, even though too often the leaders are failing and useless.  Other notifications included the audit for data security and IT measures completed by a third-party auditor, and which the VA continues to fail but Congress refuses to hold people accountable.  The third and final series of notifications in this batch were several dealing with individual VISN level of local VAHCS/VAMC level inspections on specific topics, such as COVID response, supply chain failures, and other issues.

Unfortunately, the answer is always the same the leaders are inept, inadequate, and incapable of initiating change before a veteran dies, before fraud and abuse occur, or before the VA-OIG makes an attempt to inspire change.  Not that the VA-OIG is very capable or properly equipped to inspire change, simply that the VA-OIG made an attempt.  The root cause remains clear, Congress refusing to do their job has led to the US Military Veterans being actively abused by the Department of Veterans Affairs.  Lackadaisical scrutiny, politicization, and two recent presidents who allowed Congress to label the US Military Veterans as “domestic terrorists,” have had detestable consequences for the American Taxpayer and the US Military Veterans and their families.?u=http3.bp.blogspot.com-CIl2VSm-mmgTZ0wMvH5UGIAAAAAAAAB20QA9_IiyVhYss1600showme_board3.jpg&f=1&nofb=1

Are you sufficiently inspired to change how you vote, demand elected leaders to act, and improve how the government in America from the city/county to the US President operates?

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.

Response From the Texas Medical Board (TMB) – Insanity From Bureaucrats

?u=http3.bp.blogspot.com-CIl2VSm-mmgTZ0wMvH5UGIAAAAAAAAB20QA9_IiyVhYss1600showme_board3.jpg&f=1&nofb=127 October 2021, I complained to the Texas Medical Board (TMB) about an incident with a Texas Medical Doctor and his unethical treatment of me, the patient.  The full complaint can be reviewed here.  The file number for this action: #22-1620, and the response I received is a textbook case of bureaucratism from beginning to end, in a letter dated 02 November 2021.

  1. The author of the letter, writing on behalf of the TMB, cannot even use my appropriate title, name, and the letter dismissing my concerns is a form letter of the worst design, surpassed only by the VA whose form letters cut off almost an extra inch in the right-hand margin.
  2. An investigation into the issues with the Dr. AAMR Arif Herekar MD was not launched as the actions by the provider “do not fall below the acceptable standard of care.” The letter references “Sec. 154.058” as the legal standard.

Texas Occupations Code – OCC § 154.058. Determination of Medical Competency is a truly interesting document, designed, I can only surmise, to protect the asininity of the bureaucrats.  A point-by-point breakdown is discussed.

  • Each complaint against a physician that requires a determination of medical competency shall be reviewed initially by a board member, consultant, or employee with a medical background considered sufficient by the board.”

Nowhere in the letter does it reference an individual who reviewed my complaint.  If I read this section of the code correctly, all that has to happen is a living person check to ensure Dr. Herekar has a license to practice medicine in Texas.  Essentially, Dr. Herekar has met the basic competency for this section.  Dr. Herekar is living, paying his dues, and a living bureaucrat has assured us he is licensed properly by the State of Texas.  As a side note, do you feel better that a bureaucrat assures the general population a doctor is appropriately licensed and dues-paying; I do not!

  • If the initial review under Subsection (a) indicates that an act by a physician falls below an acceptable standard of care, the complaint shall be reviewed by an expert physician panel authorized under Section 154.056(e) consisting of physicians who practice in the same specialty as the physician who is the subject of the complaint or in another specialty that is similar to the physician’s specialty.”
  • The expert physician panel shall report in writing the panel’s determinations based on the review of the complaint under Subsection (b).  The report must specify the standard of care that applies to the facts that are the basis of the complaint and the clinical basis for the panel’s determinations, including any reliance on peer-reviewed journals, studies, or reports.”

Yet, my complaint was somehow satisfied under section (a), so sections (b) and (c) do not apply.  Leading me to wonder, but not to question enough to “file an appeal.”  What I wonder about is the professional and ethical standards allowing for a provider to lie about a patient’s actions and then dismiss that patient from receiving further care, based upon the lies generated, and dismiss the patient using Facebook instant messenger.  As the bureaucrat cannot, and will not, respect me sufficiently to explain, expound, and address me correctly, one must wonder about the rest of the State of Texas and the bureaucrats who call their actions competent.

  1. Consider with me the problems of a medical provider lying about a patient’s actions, and ask yourself, would you trust that medical provider?

The Department of Veterans Affairs (VA) and the American Taxpayer is paying for me to visit a non-VA or “Community Based” provider.  That provider does not want me as a patient and makes this clear from the moment he introduces himself.  Why; possibly because I cannot wear a mask. Perhaps because the VA chooses how much that provider will be paid. Maybe because the provider simply does not want more military veterans as patients.  Fundamental core reason never provided, but the provider is at best passively hostile and willing to invest the barest of minimums in care to receive the maximum amount from the VA possible.

Because the provider must provide the VA with patient notes, the easiest way to rid himself of a military patient is to lie about that person’s conduct.  Thus, the doctor can play the victim, receive payment, and continue the veteran abuse perpetuated by the VA.  The lies of this provider are reported to the VA, and providers at the VA consider the veteran a “behavioral problem,” further reducing the quality of care.

Yet, the TMB considers the actions of this provider above the “acceptable standard of care.”  It must be a good gig to be a liar and thief in medical practice in Texas, for the bureaucrats at the TMB will protect you and assure the community that care was above the “acceptable standard.”  Tell me, TMB, what is below the acceptable standard of care?  If a medical provider can lie, cheat, and dismiss patients using unsecured methods of communication, and this is above “the acceptable standard of care,” what are actions below the “acceptable standard of care?”

Explain to the community, dear bureaucrat, how HIPAA was protected and the patient’s rights protected as part of “acceptable standards of care.”  Relate how trust in medical providers is enhanced when a medical provider can lie about a patient’s behavior, slander and ridicule that patient, causing more issues in receiving healthcare for that patient.  The Texas Medical Board is supposed to be the arbitrator and settler of problems; yet, this problem is not resolved, simply pushed on to other bureaucrats.  That is the epitome of job security for bureaucrats, not properly fulfilling your duties.cropped-bird-of-prey.jpg

I repeat, only for emphasis, “Houston, we have a problem!”  That problem is internal malfeasance and misfeasance on the part of bureaucrats.  To the Governor of Texas, to the Texas State Legislator, what are you willing to do to fix these despicable actions of useless bureaucrats?

© Copyright 2021 – M. Dave Salisbury
The author holds no claims for the photos or images used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the images.  Quoted materials remain the property of the original author.