Take The Chance to Rise Above

My first corporate job was in Alberta at AGT mobility (now Telus). I started in a training group of about 15 others - I was 21, fresh out of University, and thought I had all the answers. I also loved learning and couldn't get enough of formal training, binders, laminated cheat sheets etc. I was a learning nerd pretending I found it 'boring' while socializing with the others.

When they released our group 2 weeks later into the Call Centre, I was blindsided (read = naive). I had heard how busy the queue was and how happy the other CSR's would be to see us newly trained, green, and keen newbies come in and help.

What I saw then I now understand as a culture of mistrust. The "seasoned" CSR's welcomed us with thinly veiled disdain. When we had questions, we were given unhelpful answers and even got snickers at times when we made mistakes - they literally seemed happy when we struggled. Where was the parade welcoming the newly trained full-of-energy group?

I had a lot to learn.

I had zero understanding of other people's emotional intelligence, risk avoidance, and fear.

This culture of fear was long-standing - the "new ones" as we were known, might steal their jobs.

What did my group do? I'd like to think the majority of us saw this as a turning point. We decided no one should have to feel less-than and we welcomed the newer trainee groups with open arms. We stayed late, repeated ourselves without eye rolls, and at the very least encouraged trying and failing over not trying at all. Of course, we got annoyed at times, but we curbed our need to blame and shame and chose to rise above.

There was a shift in the air. We all started having fun at work. We felt supported and the feeling of being a team began to root. It was infectious, even to those who originally gave us the gears. The greatest win was when this group began coming to wing nights and chatting with us on breaks.

Here's my point: in a culture of fear or distrust, stay with what you know. Take the chance to rise above. It will encourage others to do the same and grow momentum. Yes, there may be larger systemic issues to deal with, but now, today, in your circle of influence, be brave, say what's true and be kind.

It's hard, and it works.

-Jen