Inevitably, Australia's interpretation of the 'welfare state' has evolved - in some ways for the better.
If you think about it, the philosophy of 'mutual obligation' has a lot of nett benefits … as long as it applies to everyone!
It never has. It never will.
It's long been my contention that the ¿service? I term 'Clink' - the sound made by a single dried-out brain cell rattling around an empty skull - needs a bloody good reaming out.
In fact, it needs a Senate enquiry followed by an overhaul.
Why?
Somewhere over the past 20 years Australian society - the collective 'we' (comprising taxpayers, 'leaders' / legislators and administrators) - has lost sight of the original intent of 'welfare' as a safety-net.
Clink has become exclusivist, obstructionist and adversarial rather than inclusive and helpful.
In achieving this sorry political ideal Clink has devolved into a sanctuary for incompetence.
(As with education and health, alas, too many good operators have given up and moved on.)
Clink imposes the strictest of requirements on its 'clients' while failing to meet the lowest standards of professionalism.
Too much power, too little accountability. It's as simple as that.
If I ran my business the way they ran theirs, I'd disappear up my own backside (just like them).
My evidence is merely anecdotal: I know eight or ten Clink 'clients' fairly well; I've heard depressingly familiar stories from many more.
Most of them simply can't get consistently accurate (honest) information or consistent responses out of these bozos.
Here's a typical scenario:
1. 'Client' X calls on Monday and (after waiting in a queue indefinitely) receives 'advice A'.
This information usually doesn't tally with Clink's documentation, so …
2. She calls again on Tuesday and receives 'advice B', which invariably contradicts A.
3. Then she sacrifices other commitments and turns up to an appointment on Thursday with sufficient documentation to cover the requirements of both A and B.
Guess what?
4. Advice C both contradicts and supercedes the earlier advice. Trip wasted. In total, hours wasted. Clink accountability? Zero.
5. And so the cycle continues.
These days, one of Clink's core functions is to break people's spirits.
They'll never own up. They'll never tell the truth. Stuff the lot of 'em!
Without a doubt, it's a political thing. It's a policy thing.
Driven by the Tweedledum and Tweedledee of the market agenda: Labor and Liberal.
Don't get me started on 'Work for the Dole' (still operating under a different title). Suffice it to say, WFTD was never about getting anyone 'working' - and even less concerned with building better (more employable) citizens.
Don't get me started on Clink's role in cooking the books to help successive governments publish favourable employment stats.
If mutual obligation had an ounce of validity, any number of dysfunctional, agenda-serving ministers from the Howard and Rudd governments (Reith, Andrews, Ruddock, Downer - plus Conroy and possibly Garrett for starters) would be out on their arses.
(A couple of the former might even be serving prison time.)
That's enough ranting for now.
I've got a lot more to say about where the unemployed, the disabled, aged pensioners, single parents (etc.) fit into the global economy - in terms of their generally small enviro-footprint AND the Return on Investment they offer in terms of a more sustainable future - but will postpone this argument to ensure my key point is made …
Clink is f*cked. Clink needs fixing.
To close this particular attack, I'm going to cite, completely unedited (and with permission), a post I read the other day about how Clink 'functions'.
It was part of an online discussion pursuant to Kevin 747's Umpteenth Plan: to reduce homelessness in Australia by 50% by 2020.
(We all know - and most people (by now) hope - Kev'll be long gone by then.
I'll be happy to bet he'll be chairing that Nirvana of Inaction, the UN - prattling on smugly, happily and bi-lingually.)
To put the following into context, Y asks a question - "What changes would you suggest?" - and Z responds in beautiful detail …
What changes would you suggest?
Wow, where to begin?
Okay, to start with they can stop referring to the people using a Centrelink-provided service as "clients" and "customers". Its a ridiculous, politically correct waste of time that I (personally) find insulting to my intelligence. If I was a "customer" of Centrelink, I'd be taking my business elsewhere because their "customer service" sucks. But you can't go elsewhere, so they can drop the pretense of being like other large institutions (banks, shops and other businesses). I don't care what they refer to those people as, so long as it doesn't give the impression that they have any kind of choice in the matter.
Second, they can fix their computer systems. Centrelink's system doesn't (currently) interface properly with the system used by Job Providers. Job Providers log someone in as having turned up for job training and it doesn't show up on Centrelink's system, so they cut off your payments.
Third, they need to recognize that mentally ill people are mentally ill. They might not remember they have an appointment (Alzheimer's), they might be aggressive to staff (paranoid schizophrenia) and they might not even understand WTF you're saying to them (impaired cognitive function i.e. brain damage). The mentally ill person also can't help that they're flapped in the head.
Forth, the Income and Assets test needs to be reversed. Instead of you having to prove you don't have any money, they should have to prove you do before refusing payment especially in cases where the mentally ill are involved.
Fifth, I've also discovered that up to one third of the social services sector consists of people employed solely to inform members of the public that they can't actually help them and to distribute lists of other organizations that might be able to.
Sixth, if the people who work at Centrelink are supposed to be professionals, they need to be able to exercise some level of discretion if, in their professional opinion, a situation warrants a non-check box response. I know adding some flexibility opens the system up for cheating, but you can cheat it easily already just by knowing which boxes to tick on the forms. End result is that you still have a system that can be abused, but that can actually function for non-standard cases as well.
Here's my own personal scenario from earlier in the year:
What should have happened:
[Dad] Apply for Aged Pension, granted.
[Me] apply for Carer's Payment, granted.
What actually happened:
[Dad] Applied for Aged Pension, rejected, appealed rejection, rejection upheld, appealed again, gave up appeal in frustration, applied for Disability Support Pension, rejected, appealed, rejection upheld, applied for Newstart Allowance, granted, applied for exemption from looking for work due to sickness, exemption granted, applied for Disability Support Pension again, granted.
[Me] Applied for Carer's Payment, rejected, appealed, rejection upheld, appealed, rejection upheld again, applied for Newstart Allowance, granted, applied for exemption from looking for work due to sickness, granted, exemption expired, applied again for exemption, granted, applied for councelling session with psychologist due to impending mental breakdown, attended sessions with psychologist and bitched about Centrelink, psychologist diagnosed severe depression, anxiety, hypertension, grief, asked how I was still standing...exemption expired, applied again for exemption, granted, got Dad some money, made a few calls, got a new job, called Centrelink manager and suggested they attempt auto-copulation for making the whole saga stretch out for six and a half months.
Yeah, I lied and cheated the system and my Dad (who is suffering from early-onset Alzheimer's disease) would be on the streets if I hadn't, so I did what I needed to do and make absolutely no apologies for it.
You know what I needed? Some bloody time off to get my Dad's affairs sorted out and find him a nice nursing home to spend the next few years in while he turns into a vegetable. Knowing that he'd be flapped if I just handed everything over to the social welfare system, how could I do that and still sleep at night? I don't even particularly like my father, but I wouldn't wish Centrelink on my worst enemy.
Thursday 25 December 2008
Thursday 18 December 2008
the spirit of christmas: a vignette
Like many atheists I don't get really excited about this time of year.
I'm not curmudgeonly about it.
I love sharing the happiness of kids.
I enjoy catching up with mates for a drink and a good rant and some special food.
I even look forward to seeing the odd relative. (I have plenty of those.)
And let's face it, after a few drugs of choice, some of those hymns and homilies can sound pretty damn good.
Yet it's difficult to seriously embrace superstitious behaviour … and harder still condone full-tilt consumption! … when these two factors, among several others, contribute to the deprivation experienced by billions of my neighbours - and ongoing damage to my planet.
Here's a little reality check which helped put my personal 'festive' season in perspective.
I picked up a hitchhiker today: a male, maybe late thirties to early forties.
During the three or four minutes we spent together, I learnt that a bare fortnight ago he had separated from his wife of 18 years.
Upon his return from an extended visit to relatives in the UK she pulled the pin.
He lost his family, his house, his car.
At some stage he had lost his business.
He was living between caravan parks and trying to pull the strands of his life back together.
He was friendly. He joked a bit. He even patted my car … something no one else has done (aside from me) since I owned it.
I'll probably never know his real story. I'll certainly never know his wife's side of the story.
But I felt incredibly empty inside when I dropped him off at the bus stop.
I'll admit that I wished him a good christmas.
And he reciprocated.
I'm not curmudgeonly about it.
I love sharing the happiness of kids.
I enjoy catching up with mates for a drink and a good rant and some special food.
I even look forward to seeing the odd relative. (I have plenty of those.)
And let's face it, after a few drugs of choice, some of those hymns and homilies can sound pretty damn good.
Yet it's difficult to seriously embrace superstitious behaviour … and harder still condone full-tilt consumption! … when these two factors, among several others, contribute to the deprivation experienced by billions of my neighbours - and ongoing damage to my planet.
Here's a little reality check which helped put my personal 'festive' season in perspective.
I picked up a hitchhiker today: a male, maybe late thirties to early forties.
During the three or four minutes we spent together, I learnt that a bare fortnight ago he had separated from his wife of 18 years.
Upon his return from an extended visit to relatives in the UK she pulled the pin.
He lost his family, his house, his car.
At some stage he had lost his business.
He was living between caravan parks and trying to pull the strands of his life back together.
He was friendly. He joked a bit. He even patted my car … something no one else has done (aside from me) since I owned it.
I'll probably never know his real story. I'll certainly never know his wife's side of the story.
But I felt incredibly empty inside when I dropped him off at the bus stop.
I'll admit that I wished him a good christmas.
And he reciprocated.
Wednesday 10 December 2008
customer service: part II – the solution
OK.
I've had my (valid) rant about predominantly crap service (see my last post), so let's move on to affirmative stuff.
Never a massive John Lennon fan, I agree it can often be a very good thing to Imagine a better world …
(as long as you're prepared to get out of bed and do something about it!)
So let's imagine a society where every person put everyone else ahead of themselves.
No self-servers, no queue-jumpers, no precious little personal agendas or self-centred 'emotional' responses.
(Of course, everyone's entitled to a little 'ME-time'. It's noted, so don't panic.)
To take a wholistic approach to customer service: the problem embodies the solution!
Your life, your family, your society, your planet, your universe has NEVER been about YOU … or me … or someone else:
It's always been about the entire fucking system!
I can't claim to have perfected the approach - and, indeed, I have more than my share of faults (e.g. I'm in the Guiness Book of Records under World's Worst Housekeeper!) - but it's one I strive for every day.
How does it work?
It ain't rocket science.
Try life at the back of the queue!
Example 1: Pay it forward.
(No, I don't believe in 'karma' but this is all about 'doing the right thing' - and satisfaction is its own reward.)
Be spontaneously helpful.
Trust people to fulfil commitments - at least once. :)
Offer respect up front - don't wait for it.
(Yes, you'll frequently get your fingers burnt!
Yet you'll also learn a hell of a lot. About others. About yourself. About how to 'do it better' next time.)
Example 2: Learn to say 'Yes!' most of the time.
Personally, I'm more than a little bored with those 'life-pilgrims' who've spent half a lifetime 'learning to say No'.
Engage with people! 'Learn' to enjoy helping them!
Your colleagues, your community, your planet really need your participation!
Example 2a: Be generous … with your time, with your talents, with your beer fridge.
Example 3: Children aren't chattels!
Indeed, they have a lot to learn and do need to follow the directions of loving parents for their own good, but they have every right to have their say and be respected as equal human beings.
'Children should be seen and not heard' is simply a bullshit model.
I can't stand parents who repeatedly shut their kids out of social interactions or otherwise disrespect them.
Parent, teacher, mentor, whatever your role … caring for kids is not about you; AND it's certainly never been about control.
Example 4: Leave your baggage at the door.
You've probably noticed that I'm a keen student of human behaviour.
Based on my direct observations over the past 40 years or so, I'll assert that about two-thirds of conflict situations (including poor service) arise from poorly contained, misdirected, self-centred emotions (usually combined with poor communications skills - see below).
Don't take your problems out on anyone else!
Leave your issues at home.
Having the proverbial 'bad day'? FFS, Let It Go!, get a bloody grip or simply walk away.
Example 4a: Forgive! - even if you can never forget.
Just as I'm bored with 'life-pilgrims' who believe the universe revolves around their own backsides, I'm equally pissed off with the many who bear a grudge over inconsequential matters or a healthy difference of opinion.
Grow up. Just bloody well grow up!
In case you haven't noticed, there's plenty of real shit going on: if you can't handle being part of the solution, stop being part of the problem.
Example 4b: At every opportunity, work to build your communications skills!
Effective communication is something I'm pretty passionate about.
If nothing else, be clear in what you say or write - and make every effort to keep everyone in the loop.
In social and commercial situations alike, failure to do all these things amounts to a serious deficiency.
No more, no less.
So fix it. This is not difficult!
To avoid prolixity I'll move on with this humble offering: Imagine a world where all communications were both clear (in every sense) and sensitive to others.
Example 5: Power is over-rated.
Take yourself in hand before you even think about pushing other people around.
Shed your personal agenda and move on to seek collegiate or co-operative solutions.
Believe me, being relatively 'powerless' is a truly liberating experience: having 'nothing to lose' sets you free!
Example 5a: Be humble. Listen.
It's human nature to assume a default position (or defence) based on our knowledge-base and past experiences and prejudices; humility enables us to develop (evolve) as human beings.
I have a good friend who occasionally seeks my advice on handling 'difficult' clients or improving his customer service - and I'm happy to share what I know.
Every so often he offers up a strategy that I hadn't considered before: I'd be a complete fool not to listen, to value his contribution and add it to my toolbox.
Example 6: Tell the truth! with minimum collateral damage.
The truth means a lot to me and, as I gracefully age, its importance grows.
Honesty isn't for everyone, nor will it ever be - and that's a shame, because (again) telling the truth is liberating.
That said, try to Tell the truth with full empathy with - respect for - the feelings of others.
Occasionally this won't be possible, so do your best.
Example 6a: Speak up! Stand up! Be courageous.
When you know you're right, don't take any shit.
If something's clearly WRONG in the world, in your community, in your family, have your say and make it stop!
If something's clearly GOOD in the world, in your community, in your family, have your say proclaim its worth!
Literally half the world's problems could be solved pretty rapidly if we all had the guts to speak … vote … act the way we think.
Have the guts to take a position and take a risk.
Example 7: ALWAYS keep your promises!
My daughter and I have shared definitions for undertakings.
There's a 'Hannah Promise' - like Mary Poppins' 'pie-crust promise': easily made, easily broken.
Then there's the 'Daddy Promise' - written in stone; a commitment never to be breached.
Critical where kids are concerned, I reckon Daddy Promises should apply to grownups too!
Incidentally, NEVER show up at 6.30 to pick up your kids from childcare that closes at 6.00.
This is a complete betrayal of trust (and really ought to be capital offence).
Example 7a: ALWAYS meet your daily commitments to the highest possible standard.
Return phone calls, emails and messages promptly.
Never let anyone down, regardless of the relationship.
For example, being a 'volunteer' is no excuse for unreliability. If you can't deliver as a professional, just don't offer.
Develop a service model for family, friends, colleagues, customers and suppliers - even strangers - that will uplift them.
Push yourself to excel at everything important you do.
Take pride in setting an example for others.
Example 8: When you're wrong, Apologise!
Don't hide, don't blame anyone, don't obfuscate!
Own up and take responsibility on the chin - and then do your darndest to make good: the apology is otherwise meaningless.
Again, yet another monkey off your back!
We all make mistakes. I should know.
Example 9: Always seek to improve.
This is a principle that helps you personally, in addition to everyone you deal with.
Taking opportunities to learn how to 'do stuff' will keep your brain functioning at its best; and help you serve your planet better.
It's not only good for you, it can be a lot of fun!
Example 10: Remain skeptical - 'cynical' if you like, but never bitter!
In case you haven't noticed, there's a large pack of idiots, parasites and users out there; not just in government, business or religion.
You're doing no one any favours by promoting them.
For example, NEVER forward an 'Alert!! / Panic NOW!!!' email without doing your homework on its veracity.
Equally, try to ensure your beliefs are underpinned by your knowledge and experiences, rather than your emotional needs.
And never forget that 'lobbyists' are paid to push an agenda. Right or Wrong - they just don't care!
Lobbyists who tell lies for money are the true scum of society as their (notional) 'integrity' is for sale to the highest bidder.
I'll reserve the right, as always, to update this post over time.
Feedback welcome.
PS. (20/12/08) I thought I'd covered pretty much everything already (in terms of the 'broad brush') but have made some inclusions above.
I've also gathered up a few extra 'values' which complement the others. There is a little built-in redundancy so bear with me:
Strive to be perceptive in every sense of the word: your physical presence and movement, your driving habits, your awareness of the needs (vulnerability?) of others in all situations;
Be courteous at every opportunity (I see courtesy as empowerment rather than servility);
Be willing to protect (or simply support) those who need it - yes indeed, sometimes you'll need to take a risk and reach out;
Try to ensure, within your ability to do so, that everyone gets a fair go - even if it's only their fair share;
Learn to lose gracefully - you can't win 'em all (and you shouldn't!);
Be patient! - not everyone will automatically absorb and understand what you require of them (and why should they?) - the more you invest, the better the return;
Embrace Diversity! Differences! Debate! - cultural or philosophical differences should never divide people of goodwill! and the bastards who are screwing up our planet - screwing with our lives - thrive on division!;
DON'T WHINGE! - 'debrief' by all means, cos it's a great safety valve, but (FFS) KNOW when to STOP!
I've had my (valid) rant about predominantly crap service (see my last post), so let's move on to affirmative stuff.
Never a massive John Lennon fan, I agree it can often be a very good thing to Imagine a better world …
(as long as you're prepared to get out of bed and do something about it!)
So let's imagine a society where every person put everyone else ahead of themselves.
No self-servers, no queue-jumpers, no precious little personal agendas or self-centred 'emotional' responses.
(Of course, everyone's entitled to a little 'ME-time'. It's noted, so don't panic.)
To take a wholistic approach to customer service: the problem embodies the solution!
Your life, your family, your society, your planet, your universe has NEVER been about YOU … or me … or someone else:
It's always been about the entire fucking system!
I can't claim to have perfected the approach - and, indeed, I have more than my share of faults (e.g. I'm in the Guiness Book of Records under World's Worst Housekeeper!) - but it's one I strive for every day.
How does it work?
It ain't rocket science.
Try life at the back of the queue!
Example 1: Pay it forward.
(No, I don't believe in 'karma' but this is all about 'doing the right thing' - and satisfaction is its own reward.)
Be spontaneously helpful.
Trust people to fulfil commitments - at least once. :)
Offer respect up front - don't wait for it.
(Yes, you'll frequently get your fingers burnt!
Yet you'll also learn a hell of a lot. About others. About yourself. About how to 'do it better' next time.)
Example 2: Learn to say 'Yes!' most of the time.
Personally, I'm more than a little bored with those 'life-pilgrims' who've spent half a lifetime 'learning to say No'.
Engage with people! 'Learn' to enjoy helping them!
Your colleagues, your community, your planet really need your participation!
Example 2a: Be generous … with your time, with your talents, with your beer fridge.
Example 3: Children aren't chattels!
Indeed, they have a lot to learn and do need to follow the directions of loving parents for their own good, but they have every right to have their say and be respected as equal human beings.
'Children should be seen and not heard' is simply a bullshit model.
I can't stand parents who repeatedly shut their kids out of social interactions or otherwise disrespect them.
Parent, teacher, mentor, whatever your role … caring for kids is not about you; AND it's certainly never been about control.
Example 4: Leave your baggage at the door.
You've probably noticed that I'm a keen student of human behaviour.
Based on my direct observations over the past 40 years or so, I'll assert that about two-thirds of conflict situations (including poor service) arise from poorly contained, misdirected, self-centred emotions (usually combined with poor communications skills - see below).
Don't take your problems out on anyone else!
Leave your issues at home.
Having the proverbial 'bad day'? FFS, Let It Go!, get a bloody grip or simply walk away.
Example 4a: Forgive! - even if you can never forget.
Just as I'm bored with 'life-pilgrims' who believe the universe revolves around their own backsides, I'm equally pissed off with the many who bear a grudge over inconsequential matters or a healthy difference of opinion.
Grow up. Just bloody well grow up!
In case you haven't noticed, there's plenty of real shit going on: if you can't handle being part of the solution, stop being part of the problem.
Example 4b: At every opportunity, work to build your communications skills!
Effective communication is something I'm pretty passionate about.
If nothing else, be clear in what you say or write - and make every effort to keep everyone in the loop.
In social and commercial situations alike, failure to do all these things amounts to a serious deficiency.
No more, no less.
So fix it. This is not difficult!
To avoid prolixity I'll move on with this humble offering: Imagine a world where all communications were both clear (in every sense) and sensitive to others.
Example 5: Power is over-rated.
Take yourself in hand before you even think about pushing other people around.
Shed your personal agenda and move on to seek collegiate or co-operative solutions.
Believe me, being relatively 'powerless' is a truly liberating experience: having 'nothing to lose' sets you free!
Example 5a: Be humble. Listen.
It's human nature to assume a default position (or defence) based on our knowledge-base and past experiences and prejudices; humility enables us to develop (evolve) as human beings.
I have a good friend who occasionally seeks my advice on handling 'difficult' clients or improving his customer service - and I'm happy to share what I know.
Every so often he offers up a strategy that I hadn't considered before: I'd be a complete fool not to listen, to value his contribution and add it to my toolbox.
Example 6: Tell the truth! with minimum collateral damage.
The truth means a lot to me and, as I gracefully age, its importance grows.
Honesty isn't for everyone, nor will it ever be - and that's a shame, because (again) telling the truth is liberating.
That said, try to Tell the truth with full empathy with - respect for - the feelings of others.
Occasionally this won't be possible, so do your best.
Example 6a: Speak up! Stand up! Be courageous.
When you know you're right, don't take any shit.
If something's clearly WRONG in the world, in your community, in your family, have your say and make it stop!
If something's clearly GOOD in the world, in your community, in your family, have your say proclaim its worth!
Literally half the world's problems could be solved pretty rapidly if we all had the guts to speak … vote … act the way we think.
Have the guts to take a position and take a risk.
Example 7: ALWAYS keep your promises!
My daughter and I have shared definitions for undertakings.
There's a 'Hannah Promise' - like Mary Poppins' 'pie-crust promise': easily made, easily broken.
Then there's the 'Daddy Promise' - written in stone; a commitment never to be breached.
Critical where kids are concerned, I reckon Daddy Promises should apply to grownups too!
Incidentally, NEVER show up at 6.30 to pick up your kids from childcare that closes at 6.00.
This is a complete betrayal of trust (and really ought to be capital offence).
Example 7a: ALWAYS meet your daily commitments to the highest possible standard.
Return phone calls, emails and messages promptly.
Never let anyone down, regardless of the relationship.
For example, being a 'volunteer' is no excuse for unreliability. If you can't deliver as a professional, just don't offer.
Develop a service model for family, friends, colleagues, customers and suppliers - even strangers - that will uplift them.
Push yourself to excel at everything important you do.
Take pride in setting an example for others.
Example 8: When you're wrong, Apologise!
Don't hide, don't blame anyone, don't obfuscate!
Own up and take responsibility on the chin - and then do your darndest to make good: the apology is otherwise meaningless.
Again, yet another monkey off your back!
We all make mistakes. I should know.
Example 9: Always seek to improve.
This is a principle that helps you personally, in addition to everyone you deal with.
Taking opportunities to learn how to 'do stuff' will keep your brain functioning at its best; and help you serve your planet better.
It's not only good for you, it can be a lot of fun!
Example 10: Remain skeptical - 'cynical' if you like, but never bitter!
In case you haven't noticed, there's a large pack of idiots, parasites and users out there; not just in government, business or religion.
You're doing no one any favours by promoting them.
For example, NEVER forward an 'Alert!! / Panic NOW!!!' email without doing your homework on its veracity.
Equally, try to ensure your beliefs are underpinned by your knowledge and experiences, rather than your emotional needs.
And never forget that 'lobbyists' are paid to push an agenda. Right or Wrong - they just don't care!
Lobbyists who tell lies for money are the true scum of society as their (notional) 'integrity' is for sale to the highest bidder.
I'll reserve the right, as always, to update this post over time.
Feedback welcome.
PS. (20/12/08) I thought I'd covered pretty much everything already (in terms of the 'broad brush') but have made some inclusions above.
I've also gathered up a few extra 'values' which complement the others. There is a little built-in redundancy so bear with me:
Strive to be perceptive in every sense of the word: your physical presence and movement, your driving habits, your awareness of the needs (vulnerability?) of others in all situations;
Be courteous at every opportunity (I see courtesy as empowerment rather than servility);
Be willing to protect (or simply support) those who need it - yes indeed, sometimes you'll need to take a risk and reach out;
Try to ensure, within your ability to do so, that everyone gets a fair go - even if it's only their fair share;
Learn to lose gracefully - you can't win 'em all (and you shouldn't!);
Be patient! - not everyone will automatically absorb and understand what you require of them (and why should they?) - the more you invest, the better the return;
Embrace Diversity! Differences! Debate! - cultural or philosophical differences should never divide people of goodwill! and the bastards who are screwing up our planet - screwing with our lives - thrive on division!;
DON'T WHINGE! - 'debrief' by all means, cos it's a great safety valve, but (FFS) KNOW when to STOP!
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