In the late ’90s, Jackie Chan and Chris Tucker starred in a movie that spawned one of my all-time favorite movie quotes.  In a critical moment of the movie, Chris Tucker (whose character is an American detective assigned to help a visiting Chinese detective played by Jackie Chan) turns to his partner, the semi-silent Chan, and asks, “Do you understand the words coming out of my mouth?”  It is a humorous turning point in the movie, but it is a situation that is occurring frequently as digital natives and immigrants try to communicate.

On a recent Steelhead fishing trip at the River of No Return Lodge (shameless plug for a great outfit), I spent some time talking about customer service with our guide, Kevin Yeates. The typical guide spends 12 hours or more each day closely working with clients of various ability levels and needs. Some guided trips are more successful than others, so guides frequently deal with customers who are unhappy due to conditions beyond the guide’s control. I was curious to find out how such a customer-focused industry dealt with those situations.

“You have everything you need to build something far bigger than yourself.” - Seth Godin

 On a recent trip to Washington D.C., I had the privilege of wandering through the National Art Gallery for an afternoon. As I looked at the masterpieces, I couldn’t help but compare the work of these “masters” to the work done by millions of workers each day in their own art studios.

Which do you answer more each day, your telephone or your emails? For most people, the answer is probably email. Email has become an important business tool, almost replacing faxing and making snail mail practically irrelevant.

I live in Idaho, which is typically not a very progressive state, and to be honest, I think I like it that way. Idaho tends to lag behind the rest of the states in many areas, but in the last couple of years, Idaho tried to move to the forefront of the national education debate. The cry for educational reform has rung loudly, with initiatives making the ballot boxes in numerous states. While the public education system is in need of repair, another education system is silently undergoing radical changes using stackable credentials.

I attended a meeting last week where the discussion centered on entrepreneurship and what skill sets are required for success. One of the guest presenters told a short story regarding the power of positive thinking in response to a participant's comment. The story was about a radio ad selling a DVD training program on using the power of positive thinking to get what you want. In response to the ad, the presenter sent a certified letter to the company asking them to envision receiving a check from him, then when they got the check to go ahead and send him the DVDs. Needless to say, two years later he still has not received his DVDs.

A large company invited me to work with a department that is taking on a new project and needed help with skill development. The department had a history of solid performance due to talented people and a strong-willed leader with a clear vision. Department history suggested that this new project would be a success, however, early setbacks caused concern about the department’s ability to be successful. After a few months, even though the project is not finished, there are signs indicating a turn-around. The project’s completion appears to be on the not-too-distant horizon.

Between January and August 2008, confined spaces caused 22 fatalities and 3 hospitalizations (OSHA Statistics). As with many safety statistics, taking basic precautions and following simple rules can reduce these numbers. In 1993 OSHA issued 29 CFR 1910.146 on Permit Required Confined Spaces. Characteristics of confined spaces change from industry to industry, but similar hazards exist. Common hazards include fires, galls, flooding, entrapment and atmospheric issues.