Good Leadership, Part Two of Series

With Laura Russell-Nygard

My second interview of this series is with Laura Russell-Nygard who is Spa & Wellness Director at The Resort at Paws Up in Greenough, Montana. Hope you enjoy...

Me: So what is your definition of good leadership?

Laura: Well, good leaders treat people like they want to be treated. They don't just say this, but also do it. Also good leaders hold others' accountable. I will back up anyone on my team, but when someone is an "ass" LOL - I will hold them accountable. Good leaders believe in themselves and get through everyday the best they can. If one day, the "shit hits the fan," LOL - tomorrow is a new day. Especially in the times we are now in, good leaders take things day by day, doing what is best for everyone; themselves, their team, and the business. We all just hope we all get through this in the end. Every day I start with the intention that I am going to have a good day, and spread positivity all day long.

My takeaway:

Taking one day at a time, and doing the very best is exactly what great leaders, such as Laura do. Also, knowing that every day will not be "perfect" is something good leaders embrace, as every day is an opportunity to do good and be better.

#onedayatatime

#doyourbest

Me: Do you listen to any podcasts? Read books on leadership?

Laura: I do listen to podcasts, and I do like Ted Talks. I am one of those leaders, who also talks to colleagues and those in the executive team, to bounce ideas around, and share knowledge.

#sharingknowledge

#learnwithothers

#mentors

Me: Do you have more meetings with your team now, to help navigate these times?

Laura: Yes, sometimes we all have anxiety attacks together. LOL. We are in times when the world is in an uproar, and we need to hold each other up and give each other kindness, appreciation, etc... We share things, and yes, I am a boss, but my team also knows I am a friend, and we are all part of a work "family." I think it is important that we figure things out together. I like to see what tools I can provide for the individuals on my team to do their jobs better. I like to see how we can help each other, and come together, if this is indeed the "new normal." We do need to come together when the "shit hits the fan," figure it out, and we need to have the tools in place to do our job effectively. We were closed for two months, even though the Resort was open the whole time, so once the Spa opened, and the floodgates opened, we were so busy - it was like we went from zero to one hundred with this "new normal." It was important for us all to get in the groove again, and that takes a team effort.

My takeaway:

The hospitality industry has been hit extremely hard, as have many other industries. The last six/seven months or so, has been very challenging for most. Whether this is the "new normal" or just plain "abnormal" - it is what it is. Good leaders like Laura are figuring things out, pulling their teams closer, and finding tools to successfully navigate these times.

#newnormal

#justabnormal

#teambuilding

Me: How do you think a good leader navigates crisis?

Laura: Well, it is ok for us to fall apart, during this roller coaster ride for a second. It is really important during this roller coaster ride to give each other appreciation, support, and kindness, while getting in a groove again.

#appreciation

#kindness

Me: So in my last interview, we touched a bit on the topics of empathy and compassion, which seem to be the "buzz" words now, in any recent discussions on leadership, as well as the issues of narcissism in leadership. Many "esteemed" leaders in families, companies, government, management are narcissist, as they tend to be quite arrogant, demeaning towards others, abusive, controlling, overly demanding, and I do not think these people are "good "leaders." It is my opinion that leaders build up others, and most importantly create more leaders; empowering others to be the best versions of themselves. These other types of "narcissistic leaders" tear people down, and their energy is parasitic in nature. They want to be buffed up, and dim the light of all those around them. I think this is quite abusive, self serving, and potentially dangerous to the spirit of individuals.. Thoughts?

Laura: Well, in the past I may have been a bit of an "arrogant" leader. I had to take the time to learn not to be. We are a small spa, and there are 12 of us here and me. I have to be empathetic. It is quite funny that you asked this question, as I was just talking last week with my team about this. I feel like this year, I have had to be more empathetic. I listen more to others' opinions, and I am a better listener. I believe we can all learn from one another. I also know that I need to be a shoulder to cry on. I am more open to listening to other's ideas, as I don't know everything about everything. I think a good leader acknowledges this, and seeks to grow, learn, and evolve and be better. I am also understanding that sometimes taking a step back in my role for a moment, may be what I need to do, so I can recalibrate.

My takeaway:

The self awareness Laura has is impressive, as I believe that self awareness is one of the main qualities great leaders have. To be self aware takes a tremendous amount of work and effort, and many do not have the level of self awareness, or the consciousness needed to grow, evolve, and inspire. True leaders inspire others to be their best, as they are doing the same.

#selfawareness

#empathy

#narcissism

Me: I talk with people in the hospitality industry daily, as well as other industries. Many people seem so unhappy and unsatisfied in their work. Any thoughts on this?

Laura: Well, no one is tethering another to a job, or chaining another to a job. There also may be things that can stimulate one to like their job more, and it is the leader's responsibility to talk with the individuals within their team, and chat about things such as this. Many times people can be happy where they are, and do find something they can love and embrace within their work. If someone can not be happy at their work, then possibly, they do need to look in the mirror, and also ask themselves what they are passionate about and why. Taking the plunge to embrace new things can also be a positive step forward.

My takeaway:

I agree with Laura that one does need to look in the mirror and ask themselves what they are passionate about, and why. I think this is something we should all do regularly. I do think many are so far away from who they are, their innate talents, gifts, as well as real passions and joys, that they need time to reflect on what did they liked doing as a young child. I think the keys to so much are in one's childhood. We are all born with innate gifts, talents, and joys - things we just love doing. Whether parents, or teachers, or peers, or culture, etc..... most get "programmed" out of who they really are at their core. I believe a true leader wants others to live their gifts, express their talents, and be happy and fulfilled. I agree with Laura, no one is "tethering" another to a job, and the past is the past, so looking within, and also reflecting on childhood dreams, and wonders- does hold many clues for most.

#innerchild

#lookinthemirror

#embracechange

Me: One last question - which you probably already know, I am going to ask you. LOL. The role of humor. So when I built my kids sunglass company, I had lots of celebrity moms and dads, sport my shades on their little ones. Matthew McConaughey was by far one of the most sincere, gracious, grounded, and kind celebrities. I am a big fan of Joe Rogan, and Joe had Matthew on his podcast a few days ago. Matthew spoke about the importance of a sense of humor.

(https://www.youtube.com/watch?v=BBCl9A9NlRw)

You and I laugh a lot. Humor adds lightness to "heavy type conversations." Do you think there is a place for humor in leadership? thoughts?

Laura: Yes, of course. Laugher makes us feel jovial, and we can breathe. I was doing a laughter yoga class, and in the beginning, it may feel like we are forcing the laughter out. But once we get through the first minute or two, it is actually fun, and it comes naturally. I do remember when you sent me that funny video- The Vic DiBitetto one.

(https://www.youtube.com/watch?v=gAzRwYVwxXI, Necessity is the Mother of Invention)

When all this shut down first started, and everyone was not sure how to handle anything, there was tons of anxiety and fear. That was too funny a video, and you and I have laughed a lot since then. I think we need laughter in the darkness of this world. Laughter provides a lightness and love, kind of like a child-like presence. There is a love to laughter and it does lighten up the mood. I try and laugh with my team. I also think with all this wearing of masks, we can not see people smile anymore. It used to be, when someone smiled, even if a stranger, a smile makes one feel good, and somehow appreciated. The world is in a "shit place" so to hear each other laugh is a good thing. I also believe that when I can be humorous with others on my team, I can be vulnerable, and also be myself around them; so we do have fun at work, and enjoy each other.

My takeaway:

So well said. I love to laugh, and I agree, laughter is very child-like and we need to laugh more. It not only lightens the mood, but I think it does something to our cells biologically. When we laugh, I think our cells are happy. Laura makes the excellent point, that we are not able to see others' smile anymore, and smiling, similar to laughter is good for the body and soul. Matthew McConaughey also talks not just about sense humor/laughter, etc... he also talks of the importance of recalibrating, raw expression, frequency, journaling, etc.... worth a listen!

https://www.youtube.com/watch?v=BBCl9A9NlRw

#Laughter

#Lightness

#Energy roi

#dontloseyourwink

#matthewmcconaughey

So I want to thank Laura so much for this interview. As you can see, she is a light, a joy, and an exceptional leader. She has a warm heart, tons of love, and is so genuine, anyone who is blessed to know her, whether personally or professionally or both - is fortunate!!!

Good Leadership, Part One of Series

With Deirde Strunk

For anyone interested in the topic of leadership, please check out my series on " Good Leadership." My first interview of this series is with Deirdre Strunk who is Vice President ‑ Spa, Fitness and Beauty at Canyon Ranch Spa Club in Las Vegas. Hope you enjoy...

Me: What is your definition of leadership?

Deirdre: Good question. Do you mean leadership or a good leader?

Me: Either is good. We can go with what makes a good leader in your opinion?

Deirdre: A good leader is someone who can look at their team and work with each individual's strengths, and not look to what is weak. I like to foster those things people are good at. The things an individual is not good at, I do not try and change or focus on weaknesses . Whatever contribution each person makes is cared about and valued and it is all about people really. Everyone on a team is different, and we all have uniqueness. I want individuals who are a good fit for the team, and not look to what is a good fit for me.

My takeaway:

Obvious why I wanted to interview Deirdre for this leadership series. She is a true leader. She walks her talk, loves people, and cares deeply about the individuals on her team. Deirdre clearly knows how to build a successful team, based on individual personalities, talents, and what is complimentary to the whole.

#goodleadership

#goodleader

#strengths

Me: So the idea that we are "better together" is clearly something good leaders understand. One of Simon Sinek's book is titled "Better Together." When I reached out to a lot of my clients within the hospitality industry, as well as other industries asking them what leadership podcasts they listen to, or leadership books they are reading, etc... Simon's name came up repeatedly. He was a a speaker at one of our ISPA conferences years ago. Why do you think his name comes up so much, in conversations around leadership?

Deirdre: Simon is great. He talks a lot about "Leaders Eat Last," and taking care of people. Lots of individuals under a leadership, do not feel taken care of. He also talks a lot about "The Why." I do what I do because of people. A job is a job; I believe that a job brings you the people that are meant for you. I invest in my people and if some have stress at home, I want work to be their safe place. Leaders are happy to have a team, and support their team. A team is not just numbers of people. Another great leader and speaker, who was at an ISPA conference as well, is Marcus Buckingham. I am reading one of his books now- "The Nine Lies About Work". Also, check out his "Stand Out 2.0 - Access Your Strengths, Find Your Edge" - great stuff.

My takeaway:

I agree with Deirdre 100%. A job brings you the people that are meant for you. Anyone who is not familiar with Simon Sinek, should check out his books and his work. I am definitely going to check out Marcus Buckingham's books.

#simonsinek

#bettertogether

#findingyourwhy

#leaderseatlast

#marcusbuckingham

Me: So when I asked you what leadership podcasts you listen to, or leadership books you think are good, you sent me info on Stan Tatkin's book, "Your Brain on Love, the Neurobiology of Healthy Relationships." So I never heard of him, or this book, but a recommendation from you, I thought, I have to read/listen to on audible. First, thanks for this, as I found this to be highly informative and I would recommend this as well to anyone. He talks a lot about relationships, and I was fascinated how he categories individuals into waves, islands, and anchors. In understanding his concepts, have you thought about this pertaining to team building?

Deirdre: Yes, I found his explanation of this fascinating as well. So, yes, in understanding that individuals are unique; and that once you really know people and care about them deeply, can see what is strong about them, and what is natural to them, this helps in managing teams. When I can put two people together who may be opposite, I can see how each of their strengths, and weaknesses can become complementary. This helps everyone, since we foster the best in each person, and also this results in getting the best out of them as part of a team.

My takeaway:

I am so grateful Deirdre recommended this book. I rarely recommend books to others, but, in my opinion, this is a great read for anyone interested in people; valuing, growing, and improving relationships - personally and professionally.

#stantatkin

#yourbrainonlove

#valuingrelationships

Me: So let's talk about the traits of empathy and compassion. There is all this talk about empathy and compassion, these are the new "catch" words like "organic" and "natural" were in our industry many years ago. What is your definition of empathy? and what is your definition of compassion?

Deirdre: Yes, indeed, there does seem to be these "catch words" very similar to the "natural and organic." For me, empathy and compassion are basically loving people and caring deeply for them as individuals first. Everyone on my team I am invested in them as people. I think employee evaluations are not effective for team members to get information to do their jobs once a year. I think any good leader or good manager is talking to their team members on an ongoing basis and should be in constant communication with them so they are never surprised by what is in the evaluation. I meet regularly with everyone on my team, and we talk about everything. I want their work to be a "safe" place for them to be themselves, and love coming to work. Many have issues at home, etc.. and I want their work to be a place for them to come that they enjoy, love, and feel appreciated.

My takeaway:

Most often these "catch" phrases that people spew around, lose their meaning, or become misunderstood. When someone genuinely cares about another, and can be present for them, and want the best for them, people feel that. It is more energetic in nature. I am not sure words can really capture how one feels on a deep level. Those who are so blessed to be around good and strong leaders, feel that they are deeply cared for.

#empathy

#compassion

Me: Why do you think we live in a time where there are so few good leaders? and good leadership? in homes, companies, governments, etc..?

Deirdre: Probably because leadership is hard, and good leaders work really hard at it. One has to genuinely care about people, and love people.

My takeaway:

I agree with Deirdre. Good leaders work really hard, and they have love in their heart, and genuinely care about others. This goes to good leadership within a family, an organization, a nation, etc... love is at the core, and a sincere unconditional caring for the good for all.

#goodleadership

Me: So do you think good leaders are born? or are they "made?"

Deirdre: They are born. I was always the gal in charge, even as a kid. I put teams together in softball; leadership comes natural to me. I wake up and I am ready to go.

My takeaway:

It is my true belief that looking at one's childhood, and what one was gifted at, talented at, and found joy doing- that is the "blueprint" for finding and growing one's "why." Unfortunately, many are "programed" out of their natural gifts and talents, by parents, teachers, society , culture, and people end up pursuing things that are not really "meant" for them. Good leaders are invested in other's gifts and talents, and helping an individual reach their highest potential. Good leaders help other's to flourish, and empower them to be the best versions of themselves. Good and great leaders like Deirdre, understand this on a deep level. We are all unique, and have individual gifts and talents to share with others.

#bornleader

#childhoodtalents

#childhoodgifts

#highestpotential

#empoweruniqueness

#empowerindividuality

Thanks so much Deirdre for your time and sharing your amazing perspectives. You are such a great leader, and you are very appreciated by so many!!!

Exceptional Retail Store Manager/Buyer

Featured Spotlight - Tobie Palmer (Retail Store Manager/Buyer at Glenwood Hot Springs)

This will be my third interview for my blog, and I must say, this interview series has been one of the most fascinating experiences for me. Speaking with those in the Resort/Boutique Hotel/Hospitality industry, as to how they approach their work; and how they are able to remain present, heart centered, and excel in their positions, has been a true joy and extremely refreshing!

As mentioned previously, I want to shine a light on those who are effective, heart centered, and service oriented, as they bring their unique perspectives to their work. In the times we are in, some in the hospitality industry can feel "pressured" and possibly "overworked," but more so than not, most are super happy in their positions, and have excelled within the brands they work for. Not only that, they are appreciated and valued by their employers.

What is it about them as individuals? And what does it also say about the companies they work for that encourage, and appreciate this kind of talent?

My third interview is with Tobie Palmer (Tobie manages up to 10 employees during the busy season, and overseas the merchandising, marketing, etc...)

Me: How long have you been working for the Shops at Glenwood Hot Springs?

Tobie: July will be my three year anniversary. (At the time of our interview, they were still recovering a bit from a massive construction project that was done with the two bridges affecting the main thoroughfare in both directions which took 3 months.)

My take away:

When a property, in general, is dealing with any kind of construction/ renovations,etc... everyone on every level is affected in some way or another. Rising strong in Tobie's department, having the resilience to get back on track with numbers and dollars, is just an example of what good leaders do. They go through "challenges" and are super resilient, and that resilience is spread throughout and among all team members.

#resilience

#rising strong

Me: What is your favorite part of your job?

Tobie: The merchandising. I love to work with the displays making sure they look nice. Having an artistic eye, definitely helps.

My take away:

Tobie's expertise in graphic design, photography, visual arts - adds an invaluable aspect to her position that is obvious. Her creative talents complement her position at Glenwood Hot Springs. Those who head retail areas within properties such as Glenwood, know that their retail area is a profit center, so the space does need to make money and show profitability. Being able to blend her creative insights when working with displays, color palettes, merchandising, point of purchase materials, etc... is definitely an asset. Her creativity, as well as her ability to think "outside the box," also serves her in coming up with impressive solutions to any "challenges" that may arise - whether with guests or with her team.

#creativity at work

#right brained insights & ideas

Me: What two words best describe 2018 for you?

Tobie: Growth and Recovery

My take away:

These two words to me, reveal a true leader. Dealing with the construction that went on, and being able to recover so gracefully is impressive. The deep growth with her team, as well as getting back on track with numbers, are all indicative of the kind of leader Tobie is.

#growth

#recovery

#grow with the flow

Me: Do you consider yourself an "introvert" or "extrovert?”

Tobie: Introvert

My take away:

As we spoke about the "label" of being an "introvert" - it seems like many who love to be around people and love to connect with others, also love to be alone and spend time away from people. When Tobie is not at work, she enjoys quiet time and does not go out of her way to be in crowds. She is super content to be at home with her family and dogs. I started to think that these "labels" are often misunderstood by many, and though they are used so much in the hospitality industry in general, I am not sure they are needed.

#love

#connection

#solitude

Me: How do you stay so effective in your role as Retail Supervisor?

Tobie: I have a great team! We all "click" really well, and we like to have fun at work. I make sure when I am doing my hiring and interviewing, that I look at an individual's personality, to ensure they are a good fit with our team that is already in place. I have the ability to be extremely patient and empathetic, and this is definitely an asset when working with my team. I am also very organized, and I do not get too stressed.

My take away:

Not surprised at this - since all great leaders know it is ultimately all about the team, and it is imperative, all team members work well together. There is a certain synergy that exists among wonderful teams. Being patient and having empathy are two traits all great leaders seem to have.

#all about the team

#better together

#synergy

#patience

#empathy

Me: Do you feel valued at work?

Tobie: Yes, definitely. We have wonderful leadership here, and the employees are treated with fairness and kindness. Employees feel very appreciated!

My take away:

All great companies value their employees!

Me: Do you have hobbies away from work that you enjoy?

Tobie: I love to work out. During the week, I do yoga and spin, and I also run and swim. On weekends, I make sure I do something outdoors with my son. We mountain bike, rock climb, and even when traveling for work, I try and find a local place to rock climb, stand up paddle, etc... to keep a similar routine to what I have at home. When I take time to recharge and take care of me, this makes me a better manager, wife, and mom.

My take away:

Working out and recharging, whether at home, or while traveling is a great way to stay centered and nurture oneself.

#self nurture

#recharge

Another amazing interview, and I am very grateful that Tobie took the time to chat with me!

# gratitude

For more information on Glenwood Hot Springs visit

https://www.hotspringspool.com/about