When the Cheese Is Announced By Book.

Some days ago last year, someone posted on Facebook that they were getting their team copies of “Who Moved My Cheese: An Amazing Way To Deal With Change In Your Work and You’re Life“.

What he may not have known – I’m not sure how this will turn out – is that since it’s publication in late 1998, it had become synonymous with layoffs in corporate America. This is enough so that Wikipedia has some notes on it in the reception portion of the Wikipedia entry on ‘Who Moved My Cheese’:

In the corporate environment, management has been known to distribute this book to employees during times of “structural reorganization“, or during cost-cutting measures, in an attempt to portray unfavorable or unfair changes in an optimistic or opportunistic way. This has been characterized by Barbara Ehrenreich in her book Bright-sided: How the Relentless Promotion of Positive Thinking Has Undermined America as an attempt by organizational management to make employees quickly and unconditionally assimilate management ideals, even if they may prove detrimental to them professionally. Ehrenreich called the book “the classic of downsizing propaganda” and summarizes its message as “the dangerous human tendencies to ‘overanalyze’ and complain must be overcome for a more rodentlike approach to life. When you lose a job, just shut up and scamper along to the next one.”

Who Moved My Cheese‘, Wikipedia, accessed on January 1st, 2023.

It’s not a reflection on the authors. It’s not a reflection of the book itself. I remember when it came out, standing in a bookstore and reading it in it’s entirety in a bookstore rather than buying it because corporate America was going through buyouts, including the company I was working for at the time, and this book was being given rave reviews by everyone in human resources. I’m a fast reader, and it doesn’t take very long to read it.

Upon reading Ehrenreich’s summary in Wikipedia, I tend to agree with her. There is this flare of ‘positivity’ and ‘change your mindset’ that people in authority tend to use whenever they change things with negative connotations for others.

Taken out of that context, it’s not a bad book and probably something everyone in high school should read. It’s written that simply.

I thought that maybe this was all dating me when I read the response to the comment I left on the original post, which pointed out that when a company hands these out, update your resume because things are about to change. It ends up I was wrong.

The book has consistently been used this way, enough so that if you search for “Who Moved My Cheese Layoffs”, you’ll presently find a review by someone named Nancy who thoroughly trashes “Who Moved My Cheese” in 2009 for that reason. The comments on it are sadly entertaining, including someone named Evan stating, “I need to write the sequel: If I’d Known, I Would Have Stolen More Office Supplies.”

Honestly, if your employer distributes this book, you don’t need to ‘sniff the changes in the wind’. They just slapped you and told you changes were coming.

In all of this, I was surprised at the vehemence the original poster had when responding to people saying the same thing I was. It was disturbing, and nowhere did he say that he wasn’t going to be laying people off.

I assumed good and told him in one post that if his intent was not to lay people off, to tell them up front because they could easily get the wrong idea. This resulted in ad hominem attacks, which were a little surprising, and then he went into full Elon Musk mode without being Elon Musk. That’s something I should write about as well at some point, I suppose, this Elon Musk fetish.

Yet it brought to mind many things I have seen management in different companies do over the years. Most of these people live in their own little bubbles, incapable of viewing the world around them, and it’s simple to think of other people as rats looking for cheese. It’s a bit dehumanizing, too, and I have to wonder whether the popularity of the book isn’t linked to the fact that corporate America was mass purchasing it or whether people just liked the book. It draws the whole thing into question, and I would not like to be the author associated with it.

Change is a reality. Most of the time, change is sold and marketed as a good thing. When a company needs to become profitable, one of the first things they do is gut the company’s employees. Sometimes they gut the right ones, sometimes they gut the wrong ones, usually they get a mix of both but to them it’s a matter of the bottom line – about how much money they save. So if you’ve played ‘the game’ well enough that you’re pulling in good money, you’re most likely the one who will get caught in the rat trap.

There is a certain hypocrisy to creating a game in a corporate environment and then getting rid of the winners. I don’t have a real perspective on it because every company will be different, but I do know that I know good people who have gotten the book, who were good at their jobs, and who did in fact move on to do much better elsewhere where management was not obsessed with simple books. In that way, it can be a blessing.

In the end, I am a little disturbed that the book is still used that way. Corporate America, with all that is happening with artificial intelligence, is likely to have ‘corporate restructuring’ (aka ‘layoffs’), and if this book lands on a desk near you, you should have already updated your resume.

In the end, if they don’t want you there, you don’t want to be there. Unfortunately, that means it’s risking your income and copies of the book are not accepted by any bill collectors I know of. Adapt and overcome, and while I do agree it’s insensitive and comes from a place that is dehumanizing by making people metaphors for rats and vice versa, getting wound up in that isn’t going to pay the bills.

Pay the bills. Find somewhere that wants you, and if you don’t find it, maybe you can build it or find people willing to build it with you.

As for the people who work for that person – well, shucks, just read his responses and make up your own damned minds.

Leaders, Managers, Bosses.

boss leaderOver the last decade, I’ve had to explain way too often the difference between leadership, management, and being a boss. There are people with training that will disagree with some of what I write, if not all of it, but you can notice my level of concern with what they think by the fact that I’m publishing this.

Leadership is the ability to lead – and it requires a few ingredients that can vary across cultures and groups. Probably the most important aspect of leadership is trust.

People have to trust the leader, which is the constant political debacle of humanity. How that trust is formed varies around the world (When Culture Collide: Leading Across Cultures is a good resource, though the Caribbean suffered some laziness). That trust in someone as a leader is the most important aspect.

Regardless, that trust hopefully comes from some demonstrated ability, as well as a communicated vision that people agree on. The leader, as it is, doesn’t have to come up with the vision – this is a common misconception; visionaries aren’t always leaders and leaders aren’t always visionaries. The leader simply has to lead toward the common vision.

To continue leading, the leader has to retain the trust of those following – which is really the trickiest part of it all – while adjusting for changes in the vision and allowing for what people are willing to accept and sacrifice. People may take off their shoes a while to swim, but they are unlikely to be willing to have their feet amputated and fins installed.

We could get into the fine points of how to retain trust and so forth, but that varies from group to group and leader to leader. There’s no real school that can make everyone a leader, there is no book that will allow people to magically become leaders, and there’s absolutely nothing you can read on the Internet that will make you a leader.

It gets even more interesting. In different times, different skills and abilities – perhaps even talents –  are needed to become a leader. In business, it’s rare to find a CEO that transitions from startup company to mature company. In complex technology products and services, different people lead different aspects of the project and hopefully some people at the top steer everything the right way with a common vision across the projects.

I’m not sure how it works in governments because I’m fairly certain it doesn’t.

So, that covers leadership.

Management, on the other hand, is not really leading. Management is simply a matter of making sure that the leaders are at their most effective. If someone has written that somewhere before, please let me know – I’ve yet to hear someone with ‘management training’ say it.

This does not mean a manager cannot be a leader. Traditionally, managers are expected to be leaders to some degree, but it’s just not necessary – they have to empower those that they manage to attain the common vision of a business, and that is really not so much about getting people to agree to a common vision but making sure that they work toward it for the pay that they get. In this, a manager is a boss – and a boss is not necessarily a leader, either. In fact, I’ve encountered bosses who were neither managers nor leaders – they’re more prevalent than you might think.

A boss is basically the person that can hire and fire people. Hopefully they have some management ability. Hopefully they have some leadership ability.

The Wait (Customer Service)

Anatomy of a Pit StopI found myself waiting again. It’s as popular pastime in Trinidad and Tobago as liming, though it is not as fun for anyone. It’s an odd thing in that you would think that since people typically don’t like waiting, they might assure that others don’t have to. It’s an empathy dissonance I can’t comprehend, but it seems a cultural fact for the layman anthropologist.

As it happened, I had the good sene to bring a book – Beneath The Wheel by Hermann Hesse, a book which was simply laying on top as I walked by. As I waited for my pickup to be worked on, I finished a few chapters, observing as I did. People don’t notice the readers that much, so you get to observe people in their natural habitat.

I’d come in so that the pickup could get new parts installed – upper ball joints and the upper cradle arm bushings. This sort of job should take about 2 hours, but I was already an hour and 3 odd chapters into the book before they got to me.

The shop is understaffed, this I knew coming in. It was quite possible that it would take longer than I expected, but not too much longer I thought. I played with the ideas of why the shop was truly understaffed, since I had been offered many opinions by people who worked there and who had known me over the years, when I brought the old B2500 there. It was puzzling in it’s own way. The boss was upstairs, and I have no doubt he was watching things through the monitors that his questionably mounted cameras were mounted to.

An examination of the cameras showed that the cameras weren’t really for security but monitoring the employees and what was being done – or not. An elderly woman showed up with a car that seemed to qualify more as a glorified go-kart to me, but she was happy with it and only wanted them to redo her rear brakes. We struck up a conversation. She had taught at Naparima Girls High School for about 40 years. She noticed I was reading Hesse.

We talked about all manner of things, but toward the end of her 3 hour stay, we talked about the inefficiencies of the shop. That despite there being 3 people on the floor, they were busy hopping from one job to another and largely being ineffective on the cars throughout the garage. Strangely, a young woman came for a job application, and the woman in the office came out to confide that she thought she shouldn’t be hired because of poor communication skills. Meanwhile, the teacher, confined to watching inefficiency for 3 hours, grew restless. At one point there were 3 people chatting away around her car.

I found myself growing vicariously upset about that. If it were just me, I might have simply read my book, but she did not have one and regretted not bringing one. She eventually was granted a late pardon by the mechanics, who were really a salesperson, a driver, and the overburdened mechanic.

My pickup hung on two jacks, the upper cradle arms removed. Her 3 hours had also been my 3 hours, and more vehicles were pulling in. One came in with the alternator pulley destroyed- an  interesting thing – and they would have to send out to get that fixed for lack of the right spline tool. Others were there for tires, an oil change… I read the rest of my book, got lunch nearby, and sat and thought for a while as I watched the inefficiencies piling to a courageously absurd level.

And my patience was going at the 5th hour, seeing other vehicles come and go as my pickup sat there. I motioned to the woman giving everyone directions, a proxy for the boss observing through cameras upstairs, and I gave the universal signal for, “What’s going on with my vehicle?”

She motioned for me to wait. I gave her ‘the look’. It’s become effective over the years, and by her eyes she got the point – but now, at 1 p.m, it was lunch time and I would not be That Guy ™. So I wrote a while. Lunch finished soon enough, and the mechanic – finally permitted to get back to my vehicle – told me that their press couldn’t handle my cradle arm bushings another hour later.

I know a thing or two about presses, so I went in and looked at it as well – probably to the chagrin of the All Seeing Eye of Mordor upstairs. The press could do it, I was certain, but the press lacked the right attachments. And I started in on the woman who, poor lady, was the lightning rod for Sauron upstairs. Shed’d been doing this job for years; I’ve known her for those years and she and I never had come to this, but I made my points on how the floor was run in a way that was calm, sensible, and unable to be argued.

She took the company line, as she should – Sauron pays them, and when things are going well, he comes downstairs and makes his presence felt for seemingly no real reason, as his people simply make sure that they look busy – as they had all morning today. Being busy and being productive are two different things.

And this is why I bothered writing all of this: No single person on that floor was a bad employee. All of them were unhappy about how things went today, and I imagine on other days, and they had to bear the brunt of it – but they are not in charge. They are being told what to do. And that’s the main problem I see when people complain about service in Trinidad and Tobago.

Certainly, this country was not built on great customer service at the retail level. Tourism is ever an afterthought because oil has been supreme for about 50 years, and the money flowed like – well, like the oil did. And I often hear business owners complain about employees, though almost few of these business owners have actually been employees for a significant period.

In Trinidad and Tobago, poor customer service is often blamed on the employee. An employee is not necessarily without sin, that is not my point.

My point is that proper management assures proper customer service.