Carol H Tucker Passionate about knowledge management and organizational development, expert in loan servicing, virtual world denizen and community facilitator, and a DISNEY fan
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beladona Memorial Be warned:in this very rich environment where you can immerse yourself so completely, your emotions will become engaged -- and not everyone is cognizant of that. Among the many excellent features of SL, there is no auto-return on hearts, so be wary of where your's wanders...
There is an art to asking questions. There are different kinds of questions, different times to ask questions, different purposes for the questions. Ask the wrong question, and the answer you get may be totally factual and completely misleading.. I have been told, and agree, that when you don't like the facts, you cannot alter them -- but you can be aware that what is "fact" shifts with your persepctive especially if you are ego-centric....
True story:
I walked into a job and on the first day was told that my first task was to fire the file clerk. When I asked why, the CLO told me that she didn't know how to file. Fair enough. I asked the file clerk what was going on and she told me that she didn't understand where to put things. I asked to see the instructions that she was given and they were clear. I asked her if she understood the directions and she said yes. I checked with HR and was told that because English was not the clerk's native tongue, it was believed that was the problem.
At that point, I should've been done. I had been directed by the head of the department to resolve the problem and the problem was that the file clerk failed to understand the basic concepts of her job. But I asked one more question -- I picked up a piece of paper and walked over to the files. It was a SIF [security interest filing -- in MD when there is a lien on your vehicle, you still get your title but the lien is perfected with this second document] that belonged to a commercial customer -- a simple straightforward filing job.
Except I couldn't figure out where that piece of paper went. Fifteen years working in Loan Servicing in all aspects of sales and service including documentation and credit analysis, and I was stymied. Quite simply, the files were a mess. It took months and literally thousands of dollars to fix what was the problem both in the files and the corporate culture.
Two and a half years later, after that bank came off the C&D, had shrunk, and I was leaving because my job was done, on my last day I went down to say goodbye to the file clerk. Through all the changes of personnel, she was the only person left from the original Loan Department. She smiled at me and picked up a document and told me that she knew where it belonged. And I hugged her and walked away. Once a book goes out of print, especially a niche or genre book, it can be very difficult to find. This bookshop is working on resurrecting old titles and re-publishing the works as e-books. You can subscribe here.
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