Learning from the Masons

There is a lot to be learned both for and from the masons here in the Dominican Republic. Building something in the United States involves a trip to a well-stocked hardware store. Having wood is a matter of choosing which type of tree you’d like to use, balancing cost with durability. My New England born instructor of all things construction quickly taught me to pick up the smaller hardware before the larger wood so you don’t have to schlep wood all around the store. And of course, always stop by the contractors’ entrance for your free cup of coffee!

While building a house is fundamentally the same here as it is in the US, you need the same roof, walls, supports, windows, doors, and a foundation. But there are so many little differences. There are different size nails, but we don’t use screws, as there are no power tools. The one drill that the masons have uses a nail as a drill bit, and it’s only used for very small pieces of wood you don’t want to split when you nail into them.  When choosing screws or nails in the US, you take the total width of your wood (say, 3”) and then buy something that is a little shorter (say 2.5” or 2.75”) so that the screws don’t pop out on the other side. While the nails here come in several sizes, none of those sizes have anything to do with the width of the wood you are using, simply how secure you need the wood to be. If the nails you are using poke through, either you don’t bother making it safer, or if you’re really feeling ambitious, you bend them downwards and upwards, roughly alternating.

There is strong ingenuity for recycling resources, and a strange stupidity in organizing supplies and tasks. We unbend hundreds of nails, making sure to get the most use out of all of them. And to save money, instead of filling the concrete walls with rebar to reinforce, the Dominicans use barbed wire stapled into the posts. The plywood that we use as a mold for pouring concrete was partially used when we started, and we use it over and over. Through our construction of concrete molds, we made sure to nail almost every nail in mostly, but then bend the last 1/8 of an inch over so that once the concrete had set, we could remove the nails (unbend them for reuse), and then pull the plywood out without ripping the nails through it.

The organizational skills that are lacking are quite frustrating from the American perspective. It is on the volunteers, many of whom have never done this work before, to anticipate where the masons are going to not think ahead, and try to get things done before them. Putting up a wall requires a bunch of steps, some of which take longer than others. Tacking in the barbed wire takes time, as does making the plywood moldings and reinforcing them. Carting sand, gravel, and concrete into a big pile and filling the walls with concrete doesn’t take as long, and neither does prying off moldings from completed sections. Yet somehow for every wall we have made through two different weeks of work, the masons instruct all the volunteers to focus on removing plywood and piling resources. Those of us who see the error in this thinking end up starting work crews to do the tasks that take more time under our own initiative, and often against resistance from the masons. It is a strange dance of having them needing to be right and in charge, but it being obvious to an American’s eyes that the process is inefficient.

There are other glaring examples of both ingenuity and lack of it. The Dominican soil around here is filled with rocks both small and large. Anywhere that the wall needs a few inches of concrete where there is no way to pour it in easily, we will fill the space as much as possible with rocks before adding tackier concrete that we’ve mixed without gravel. This way you can use less concrete to fill the space and still get a smooth(ish) finish. On the other hand, the masons insist on mixing all the concrete on literally the hardest to reach area from the piles of supplies. The piles of sand and gravel are right by the front of the house, where the dump truck could put them from the road. For some reason the masons insist on mixing concrete behind the house so that every wheelbarrow, bucket, and shovel of sand and gravel has to be carried the longest possible distance to a pile before being brought back most of the distance as mixed concrete to be put into the walls.

Not a day goes by where I am not made happy by the companionship and irresistible humor of my Dominican hosts, and also frustrated by the dearth of initiative and problem solving techniques. The whole thing epitomizes the American phrase of taking two steps forward and one backwards. Of course here, after you’ve done that, it’s time for a break to dance to some Bachata.

(Get Dirty to) Validate Your Staff's Roles

Lots of managers badmouth the jobs their staff do. You can draw a direct line from how much the boss validates the staff jobs to how motivated the staff are to do their jobs.

If a manager believes any job is 'beneath' him or her, then the staff won't want to do that job. If a manager believes that the hardest, dirtiest, most complicated task should be their own, then staff will aspire to do the hardest, dirtiest, most complicated task they can. If a manager attempts to use their authority to rest, do less, or have privilege, then the staff will seek to rest, do less, and have privilege. 

At camp this is really easy to see and to avoid by action. One tactic I use all the time that works wonders (and is fun to boot!) is to play with kids. If you make it a habit to play with the kids as often as possible as an administrator at camp, then not only does that validate the counselors' role of playing with kids, it helps them visualize what it means to get really good at their jobs - most administrators became administrators because they were really good at the "lower" job. In some jobs and roles it's not practical to go do the work of your entry level staff, which means you have to be much more cognizant of the words you use to describe their role and job, as actions speak much louder than words.

A second valuable tactic for this at camp (and I recognize not everyone would choose this one, but you could pick your own gross/stressful job that you happen to enjoy) is that most days I would jump down in the kitchen and help out a counselor who had the chore of doing the whole camp's dishes. I love the machine efficiency of using an industrial dishwasher, and knew that the dreaded dishes was often something that a new counselor had a lot of apprehension about. If I stepped in and helped out, something they thought would be a drag on their day and take up part of the coveted Rest Hour would instead be done in 20 minutes with little fuss. Knowing your boss has your back, gets your apprehensions, and is willing to get dirty to make sure you have a good day builds loyalty.

Using Biases to Win

Whether you're preparing for a meeting, changing your organization, or attempting to corral unruly employees/campers, you will be much more successful if you make use of people's cognitive biases. People like to feel street smart. They like to feel important. They like to believe that they have understood what is going on and have made an informed, intelligent choice based on that comprehension.

If you set things up cleverly, you can take advantage of this and are more likely to get people to choose whatever results you want. In addition to getting the result you desire, you are also giving people a feeling of agency, which enhances their buy-in and perseverance.

For a few marketing examples of decoys, check out this blog post. For a comprehensive and easy to read list of cognitive biases, read this.

I have often found that you can blend together a bunch of biases to get things going your way. Before you jump to some kind of "wow that's manipulative" conclusion - check yourself - this is how we do things all the time, I'm just talking about being more deliberate and increasing your effectiveness. If you genuinely care about people and want the best for you/them/the institution, then you're not being manipulative, you're being effective. Here are a few examples I've found useful over the years:

• I take really good notes for each staff member's exit interview each fall/winter. This helps people feel like they are important and that they have a say in how things go.
• Once I have a library of notes, I make sure to quote people to each other as often as possible. This means frequently re-reading the notes and is a time commitment, but people can imagine you quoting things they've said to others, which ensures people feel like they have agency and importance. It also makes people want to be mentioned in the future by you so they will focus more and try harder to impress you or be memorable.
• If I had an idea of a change I wanted to happen, I would ask a bunch of people what they thought about it. After the first person, I would be able to use the quote method mentioned above too! When I instituted the change later on, no one would question it, as most of them had already had a chance to express their opinion - and their opinion was tempered and massaged by the fact that I chose to quote peers whom they respected who agreed with the change or peers whom they didn't respect who disagreed with the change.
• People prefer to be happy - if you emphasize positive aspects of something in a way that expresses how long it will make them happy, they will be more likely to believe you. Since we start and emphasize that "Camp is for the Camper", I will also often mention how what you do with kids this week will stay with them for the rest of their lives. If your extra little bit of effort today results in lifelong positive changes for a kid, you are likely to put in that extra little bit of effort.
• People will take risks to avoid negative outcomes. If a counselor is worried about their cabin  not getting along or meshing, they are much more susceptible to suggestions that involve creative solutions. This doesn't work for positive outcomes, if a counselor is optimistic about being able to get their cabin back on track, suggest things that involve less risk. This logic works exactly the same when dealing with a camper - if they are afraid of not making friends they are willing to take more risks to get friends, if they expect to make friends, they will be more likely to respond to suggestions that don't involve as much social risk.
• Say it in a new and inventive way and people will remember it. Say it with a pun or a rhyme or an unusual physical flourish and it will be embedded in people's memories.

I think I'll have to do a series of posts moving forward digging deeper into how we use cognitive biases in a variety of ways and settings. Most social interactions are filled with overlapping biases, and people who are aware of and make use of the biases in themselves and others are powerful and effective.

Personal Kryptonite and First Impressions

One of the most successful millennials I know explained to a group of us that her professional kryptonite is incompetence. She further defined that to include people who don't try, saying that when someone is trying hard, she can work with them to improve. Getting people to try is the hardest and most important aspect of management.

While she was being a big sarcastic and bombastic, it got me thinking a little bit more about how our personal preferences influence the way we get our staff to be intrinsically motivated to perform at their best. First impressions are key, both for the employer and the employee, and it is important that we stay true to ourselves in how we present in those key moments, otherwise we will create unsustainable personas that people will soon see through.

If you, like my friend, truly value competence, make sure that is communicated through your attire, body language, and opening words with new employees. You can do this for any value you have. You should also make use of your physical surroundings.


Assuming you have succeeded in engendering your intended values with an intentional first impression, you still have to actively create an environment that continues that value and regularly use implicit and explicit methods of keeping that value around.

One of the most important values to me is working hard and working efficiently. One way I like to show to my staff at camp that I value those two things is that I will try to identify whatever task in a given situation or project will be the hardest or most complicated or involved and publicly work on that task whilst teaching staff (and campers since I know the campers will one day be staff so it's never too early to get them competent). Since a large portion of jobs at camp are dirty or gross, this often means doing my best Mike Rowe imitation and getting dirty.

You don't always have to get dirty, and you don't always have to do the hardest task publicly, but showing your staff that what they are doing matters and is not beneath anyone is a powerful method of motivating them, since it validates their effort and allows them to picture themselves transitioning from their entry level job into a manager or executive. The new CEO of JC Penny, Marvin Ellison, is a paragon of this executive virtue, and it's paying off.

Single Sentence Precepts

I used to do Goju (a particular type of Karate created in Okinawa) for a few years. All throughout the training there were a few phrases that really stuck out to me and I refer to all the time in how I think about problems and the world around me. One of them was "Kihon is fundamental" Since "基本" is the Japanese character Kihon, which means fundamental, it's kind of a rough platitude to wrap your head around. But bear with me - another way to say it is "truth is truth," or "All of Goju can be summed up in a single punch."

These sentences are meant as a guide to help us cut through all of the clutter. When you are punching, there should be nothing else, your body should act as one fluid drawing strength from the earth and placing all of your energy at the tip of your first and second knuckles. If you leave room for other thoughts or extra actions, you will reduce the ultimate power of your punch.


Stephen Mitchel's translation of the Tao te Ching says this in a particularly interesting way: "When it rains there is only rain." Give yourself over fully to what you are doing.

While it is nice for your organization to have a fully fleshed out mission statement, and you certainly should trot it out regularly to prevent yourself from losing sight of it, it is important for you to create single sentence precepts for your projects, team, and organization. These precepts give people a chance to all start from the same place. These sentences will be accessible enough to give you the chance to correct your employees or groups when they begin to stray from the path you think is best.

Additionally, if you create a strong enough sentence, or simply repeat a mediocre sentence enough, people will come to see the concept as its own entity. Once this happens, you will not be the person making them do something, the concept will be, thus freeing you up to focus on fine tuning rather than enforcing your broad organizational goals.

Losing and Gaining Employee Trust - Say Yes When Possible

Rank and file employees' trust in the good intentions of their bosses is a very fragile. It is slow to be earned, and accumulates through micro-choices, but can be lost in an instant when efficiency or bottom-line thinking supersede the human factors inherent in managing staff.

These pivotal moments are easy to identify in retrospect, but can be difficult to avoid as they spring into existence. Two easy examples, one from several years ago and one from today:

• Staff had been arriving back from their days off sporadically tardy, and it was becoming a drag on both the administrative end of things (scheduling them for an activity or responsibility is tough when you can't be sure they'll be back on time), and for the individual counselors who were being screwed over by their peers. As an administrative team, we had a productive and appropriate brainstorming session as part of our weekly long staff meeting on Sunday afternoons, and we came up with an adaptation to the days off scheduling (starting/ending at 9:15am instead of 9:30am). The change was shared later that evening at the weekly all-staff meeting. While staff followed the new rule, I learned in the end of summer feedback forms that this was a particularly discussed and maligned decision. Staff felt like we'd had one way of doing things, and we were screwing them over by changing the rules to their time off mid-summer. While we fixed the short-term, non-vital problem, the damage we did to their trust in the administrative staff proved irreparable. To be honest, this is just one example, as is to be expected in a long and exhausting season, there were many other micro-choices in that summer that also contributed to the overall distrust (more of an 'us versus them' than a 'we're a happy family' - we're not talking like huge trust issues here, just the subtleties of maximizing intrinsic motivation). 
• This evening was the last night of the first session, and traditionally we have had counselors stay on duty for an extra half hour in order to get a little extra time in with their campers on the last night. Instead of being off-duty at 9:30, they are free starting at 10:00pm. Right as all of camp was heading back to their cabins around 8:30pm, a bunch of the administrators gathered and it was realized that none of us remembered letting counselors know that Friday nights are a little different. Right as we were about to decide what to do (expediency was required), a first-year counselor piped up from the edge of the conversation group and said "I think most people were split on this, we were talking about it a couple days ago and staff was about half and half" - I replied "Well I'm glad you guys were thinking about it, that's the kind of question someone should ask Ad Staff, since we hadn't remembered and it would have been great...." Here I hope/think we made the right quick choice and I sent around the most easy-going and chill member of administrative staff to let people know that they would be covering until 10:00pm. Because a counselor had given us the information (or in the first case had we asked the counselors what they thought) we were able to make a choice that we wanted for camp and do it in a way that would assuage any potential backlash. 

I guess the moral of this post is one effective way of maintaining employee trust (and thus intrinsic motivation to perform at their highest level) is to find room for their preferences and desires to be expressed and met when possible. Or - Say yes when possible

How do you reward/appreciate planning?

Today the PD did a really great job planning things out. It was her day off starting at 9:30am this morning, so she had to appoint someone to be PD. The counselor she picked was a fantastic choice; full of ideas and energy, a third year counselor, and was very honored to get to be PD.

The PD also wrote her schedule to be mainly rain-adaptable since it was supposed to thunderstorm all day, though we somehow just managed to be be "dry" but sticky all day instead. Her schedule featured things like dining hall bowling, makeovers, board and card games, puppet-making, and a slew of other activities that were tailor-made for indoor weather.

I'm just not sure how to properly appreciate her for a job well thought out. Maybe I'll give my Reinforcement Award at staff meeting to the counselor, and mention her being PD on that (which she did a great job at, so duh), and then make sure to tell the PD how much I thought her planning led to the counselor having a good day and that she was an excellent choice. That way I get to thank/appreciate them both in different ways with the same Award - and since it's another of my administrator's award system I've adapted, all of the awards also stand as a testament to his good idea.

Manage with Dirty Hands

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Distractions are Easy, Work is Hard

Propensity to gossip and chat and get distracted rather then be task oriented - or maybe some people are entertaining, but it was tough to do wood chips steadily with the four of us because of the chattiness. We did work hard. There was an interesting moment on our third or fourth time shoveling when one person had to move places several times until she could find an angle she could shovel in, and we joked that she was inefficient since she could only do things one way. I wonder if or what I should suggest to help them think of that for themselves.