On Museums, Clarity, and Hope

images

Remember your pre-COVID-19 life when you wished you could just stay home and work? How peaceful it would be, how much work you’d get done if only you weren’t at work distracted by meetings, angsty colleagues, or workplace deadlines. Well, be careful what you wish for. Now we’re caught in a devilishly dystopian movie with no end in sight, a little workplace angst seems like heaven.

Many of us have completed our first week of either government or self-imposed isolation. For those of us lucky enough to collect a salary while working from home, it has its moments. Everyone uses Zoom like a pro, bouncing from meeting to meeting as we struggle to stay on point, while small children and dogs step into the picture. But there’s no doubt there’s a price to pay, and social isolation is the least of it.

So after five days, what do you as museum leaders know? There’s the obvious: that collections managers and curators’ work transfers home a lot easier than that of your front line staff. But how about protecting as many of your workers as you can, and while acknowledging layoffs are horrible? Then there’s social media: those of you who have a robust platform may no longer feel as though it’s the icing on the cake, but the main course. And of course, there’s the money: If you didn’t understand your museum’s endowment portfolio two weeks ago, you may be getting a crash course–no pun intended–in stock market physics; that some of this country’s leading philanthropies are already banding together to help support museums and heritage organizations. And the advocacy piece: We owe Laura Lott, Elizabeth Merritt, and the AAM staff thanks for leading the museum world’s advocacy effort on Capitol Hill. Fingers crossed, it pays off.

For many museums the Metropolitan is a kind of a bellwether the same way New York’s fashion world influences dress months later in the heartland. So when the Met announced that even if it were to open again in June, it will face a $100 million loss, it was enough to scare the crap out of many smaller museums and heritage organizations. Even the Met, with its $3.6 billion endowment, has only guaranteed salaries through early April while it studies how to navigate the coming months. Its plan, though, is interesting: Short term, it’s paying salaries and those who can work from home are; beginning in April it will use furloughs, layoffs and retirements in addition to shifting spending from funds associated with programming, acquisition, and travel to keep the museum operational. The hope is it will re-open some six months after the virus began in the U.S. with reductions across the board. (Not shared is whether Max Hollein or Daniel Weiss will take pay cuts for the duration of the crisis. #sharethewealth) So the model is short term, pay those who can work; figure out what you can jettison; shift funds you won’t need, and plan on opening a trimmed down version of yourself in two to four months. The more egalitarian among you may choose to take pay cuts, but that’s for you and your board to work out. There is by the way already a place to aggregate staff layoffs in the wake of the virus. Cold comfort, I know, but as more information amasses, you will have a sense of what other organizations are doing.

For those of you who are now thoroughly depressed, we hope you read Colleen Dilenschneider’s piece on COVID-19 and intended as opposed to actual visitation. As always with Dilenschneider, it is a clear and weirdly hopeful piece. She writes that as of March 13 the public was staying away because they were self-isolating or museums were closed or closing, but long-term, their intent is to return. Could a lack of discretionary income affect that? Yes. But do people need the beauty, the knowledge, the third space museums provide? Yes.

As my friend Franklin Vagnone, President of Old Salem Village writes,

“As museum leaders we must be thinking ahead of this to April 2021. What do you want to be? Who do you want to serve? How will you use your resources to achieve that goal? It’s not the time to be nostalgic for what we lost, we must embrace the butterfly that will grow out of this imposed cocoon.”

In closing, we want to thank history museums and archives who are already starting to collect reminiscences about the pandemic for future generations. We want to thank museum IT and social media folk who keep us entertained and in touch through Instagram, short videos and virtual visits. We want to thank conservators everywhere who donated equipment to first responders, and funders who recognize that museums (and all non-profits) are businesses too and need support as well. We want to acknowledge living history sites who are turning their history gardens over to raise food for community food banks.

And last, we want to send thoughts of encouragement and strength to our colleagues around the world affected by COVID-19, and especially all the museum people in Italy who are in the midst of such a desperate struggle. 

Be strong and stay in touch with each other. Email your professional friends and colleagues and set up a Zoom call today. Don’t wait. Talk.

Joan Baldwin

Image: The Mercury News


When Crises and Ethics Test Museum Leadership

LSMQSL7CEZETDJNTIZKJ3NYIR4

What a week it has been. A pandemic, a stock market dive, a national state of emergency, and oh yes, a presidential primary. As we look ahead, many of us find our normal work world contracting. Conferences have been cancelled. Face-to-face meetings postponed. We’re trading office hours for work from home, conducting meetings via Zoom, and keeping our distance when out and about in the world.

As grim and scary as the news has been, in many ways, this situation is what leadership is all about. A crisis forces you to examine your organization from 37,000 feet. Like a chess player, you realize moving one way makes this happen, moving another initiates a different set of circumstances. And you make choices. With your team, you figure out how to proceed while being the best museum or heritage site you can. No one wants a national emergency, but if you ever needed to understand why leadership is a daily practice, not a goal, this is it. And if you’re prepared, your organization will echo your behavior.

One of the things that comes to the fore in a crisis, is how your team thinks. You’re probably aware who among your colleagues is a big-picture thinker and who quickly wallows in details. Use those skills. Everyone likes to succeed, and if you play to people’s strengths, you’ll get better, faster results.

Through it all, remember your staff. Your whole staff, not just the leadership team. As far as I know collections can’t catch COVID-19. People can. This is the moment to be the leader who acted humanely, the person who advocated for paid time off for hourly staff who may not have any, the person willing to adjust HR’s policy on telecommuting rather than assuming it just leads to colleagues watching Netflix in their bathrobes. This is the time to re-write the rules particularly if it protects the very staff who serve the organization. So protect your people by putting their health first.

*****

About a month ago, before the world turned upside down, Caroline Baumann, then director of the Cooper Hewitt Smithsonian Design Museum abruptly resigned. Baumann’s resignation was sudden, arriving with absolutely no information. A week later, there was more context. She was outed ostensibly by a whistleblower and charged with conflict of interest around the circumstances of her 2018 wedding. First, the Smithsonian suggested Baumann’s dress, from designer Samantha Sleeper, which retailed for $3,000 cost Baumann $750. Getting a special occasion dress at a bargain price isn’t an ethical breach, but the Smithsonian and the whistleblower accused Baumann of providing Sleeper with a free ticket to a Cooper Hewitt event. In addition, it was suggested that the location of Baumann’s wedding ceremony (not the reception) was also a quid pro quo as she received it for free from a Long Island non-profit and then subsequently offered them meeting space for their board meeting.

There are a few leadership lessons here. The first is if you’re a director it isn’t just conflict you need to be mindful of, but also the appearance of conflict. Second, as important as it is to have whistleblowers, they too can be flawed individuals, and looking for conflict is easier if you’re already angry at your museum. I’m not suggesting this particular whistleblower was disgruntled, but it’s one more thing leaders need to bear in mind, and if there is no appearance of conflict, there’s no way a whistleblower can misuse the process. Next is the lesson that no matter what role you play as museum director–whether it’s a city the size of Manhattan or a small town–there needs to be a firewall between your personal life and your work life. Baumann claims the Cooper Hewitt’s PR consultant encouraged her to “shed light on her personal life.” This resulted in the Cooper Hewitt highlighting Baumann’s wedding.

The last, and for me the most interesting, is the glaze of gender politics over Baumann’s resignation. The Cooper Hewitt lost six trustees who resigned in anger, a boatload of money from each of them, and a 19-year employee who had risen to be director, and who outwardly had done an exemplary job. The failed novelist in me has tried again and again to imagine this scenario happening to a man. It’s not impossible, but it is unlikely.

Is it possible that while the Smithsonian followed its necessary protocols, its investigation wasn’t without bias? Was there implicit bias on the part of the investigators and the inspector general leading to a less than nuanced outcome? It’s likely we’ll never know. What we do know is women leaders walk a different path than their male counterparts. As Kaywin Feldman concluded in her 2016 AAM keynote: “Our society will not benefit from the leadership of female museum directors, across all types of museums, of all sizes, until museum boards are more cognizant of their internal biases, and tendency to dismiss female leadership styles.”

Stay safe.

Joan Baldwin

Image: Anchorage Daily News

 

 

 


Authenticity Comes First in Equitable Museum Workplaces

haw

How many of you are museum leaders? Are you lonely? If you’re nodding, you’re not the only one. By some estimates, 42-percent of for-profit leaders confess to feeling lonely all or part of the time. Leadership is isolating. You’re happy in your job; it’s challenging, but there are things that can’t be shared. Some days are stressful. You know things you can’t un-know, and the decisions you make often feel like they’re yours alone.

There are ways to make the top spot less isolating. You can allow yourself to be vulnerable with your leadership team. By learning to express feelings–as opposed to parsing problems–you model vulnerability and build trust. You can create a peer group or ‘kitchen cabinet’ that you meet with regularly to share frustrations, ideas, and to problem solve. You may also have close friends, unconnected with your museum, who listen well or a few well-placed mentors. Those outlets are yours and yours alone. And they don’t put you in the position of treating any of your staff or leadership team differently.

There are families, governments, and workplaces where power masquerades as friendship, love or connection. It is, to quote a Latin phrase we’ve all heard too much recently, a quid pro quo. Grandparents pay for college tuition, but only if they select the school. A town official looks the other way when a local non-profit needs a variance, but then asks the non-profit to support something else in exchange. A museum leader wants her staff to like her so she adjusts their schedules to accommodate their personal circumstances. These are all ways to create connection and make an individual feel liked. The only problem is they aren’t sustainable because they’re based not in authenticity and equity, but on transaction.

These days when we say the words workplace equity, what comes to mind is race, gender, access, and the way we treat one another in the museum workplace. But far from values statements and HR policies there’s day-to-day life where equity happens, and the ongoing question of who gets what. Who gets noticed? Who is hourly and who is salaried? Who gets to work on plum assignments? Who gets to travel on the museum’s dime? Who never met a deadline that wasn’t moveable? Who leaves early for soccer practice? Who is chronically late, but excused? Who is plucked from the group to meet with a trustees? Whose work is nominated for a prize? We could go on, but you get the picture.

Part of leadership’s isolation is leaders can’t have favorites. As a leader, you need to understand and tame your own biases, and you can’t use your power to grant favors for those you like. Creating an equitable workplace means….

  • Starting with your employee handbook: Looking at the language. Might it affect one demographic differently than another? Can you fix it?
  • Does your museum have a values statement? If so, how do you use it to guide daily practice? If not, why not?
  • Do your rules about personal leave apply to everyone equitably? For example, are family leave — human leave — available equitably, because life comes at us all fast? And do you permit personal time that recognizes not all of us celebrate the same holidays at the same time? A small thing, but a nod that your organization embraces and supports difference.
  • Are rules about promotion and professional development transparent?
  • How are new ideas heard? How hard is it for an idea to make its way from the hourly staff to the salaried staff? If it’s challenging does that reinforce the idea that salaried staff are the idea makers? Where is the inequity in that?

Museum workplaces are microcosms of the wider world. As a leader you and your board have the opportunity to create and shape an organizational culture that is human-centered and fair. In many ways the workplace you create has a profound impact on the way your organization appears in the world. (If you need an example of what an organization looks like that neglects values and does not keep its staff safe, seen and supported, look no further than the Philadelphia Museum of Art, fast becoming the poster child for an unethical work environment.)

You can’t control each and every staff person’s behavior, but you can create a place where staff feel respected and nurtured. So build human-centered policies, and don’t let them languish. Apply them and watch your staff flourish.

Joan Baldwin

Image: Museum of Happiness


Workplace Bullying is a Work Problem: 9 Tips to Deal With It

personal-injury-bullyThis week a colleague of mine was lied to by a co-worker in an effort to coerce a change in plans. He also accused her of stealing, something so serious it’s a wonder she wasn’t rushed to HR by security. But she wasn’t. That’s because what was said to her was part of a pattern of bullying that goes back at least 24 months.

Sadly, bullying doesn’t just happen in our feral middle school years when everyone seems to behave badly. For many, it continues into adulthood, flourishing in offices, meetings and break rooms. The Workplace Bullying Institute defines bullying as threatening, intimidating, unwelcome behavior that occurs over a period of time and is meant to harm and control individuals who feel powerless to respond. The fact that there is a Workplace Bullying Institute indicates how badly we treat one another.

Nationally, some 75-percent of American workers witness bullying, with 47-percent reporting as victims. In the museum world–which is still waiting for a serious workplace behavior survey–we know from our 2018 Gender Discrimination Survey that 66-percent of museum workers responding experienced being talked over and having their opinions and ideas go unrecognized; however, there’s a lot more to bullying than those two topics.

Like its cousin, sexual harassment, workplace bullying blossoms in a work environment that chooses not to stand for anything, meaning it has no workplace values which it asks staff to follow. As hideous as workplace sexual harassment is, it’s prohibited by law. That’s not the case with bullying, particularly if your bully is clever enough to divorce bullying from gendered stereotypes, meaning your bully isn’t only targeting young women, but is instead an equal-opportunity jerk.

But enough background, what I really meant to write about was how I admire my colleague. She held herself together–fortunately there was a third party present–and displayed neither her anger nor her pain in front of her bully. Nor did she cave and concede to what the bully wanted. She’s a strong person, not a frightened, wilting flower, and contrary to the memes and metaphors in films and novels, it’s strong staff members who are frequently bullied. So…. if there’s a bully in your museum workplace, what should you do?

If you’re a leader:

  • Recognize what bullying does to your workplace culture: It creates a toxicity that’s quick to take over. And if you don’t stop it, you’re part and parcel of that toxic culture. Maybe you got into museum leadership with loftier aspirations than arbitrating personnel disputes, but understand your inaction costs your museum money. Why? Because bullying victims quit. And before they leave, they take sick days and time off for therapists, because coming to work fills them with dread. That costs your organization money too. Bottom line: happy staff are productive and creative; bullied staff are fearful and angry. You choose.
  • Acknowledge how important trust is: If, as a leader, you let a staff member come to work every day vulnerable and unprotected, they will cease to trust you about everything because they see your museum or heritage organization through a scrim of injustice.
  • Remember this isn’t about you: Do not impose your own narrative and biases on your staff’s experiences. If you’re a 50-year old white woman, you have no idea what it’s like to be a 24-year old woman of color or a Latinx gay man. Respect what your staff tells you. It’s likely you haven’t walked in their shoes.
  • Acknowledge bullying as a work problem: Talk about it with your whole staff. If you and your HR department don’t feel comfortable discussing workplace bullying, find someone in your community–a counselor or therapist–who specializes in bullying in group settings and have them talk to staff.
  • Work with your staff, board personnel committee, and HR to create a museum values statement: Discuss what norms your ENTIRE staff want to live with and draft your values statement. Are you eye-rolling? Well, imagine how much easier it would be to speak with the staff bully if you had a values statement. Your workplace is a community. And a collectively agreed-upon set of norms that’s in the employee handbook, there for all to see, defines acceptable community behavior.

If you’re a staff member:

  • If you’re witnessing behavior, but not reporting it, you’re enabling it. Talk to the victim, tell them how uncomfortable and distressed you are for them, and that you hope they’ll report it, but if they won’t, you will.
  • If you’re a victim, marshal your personal resources: Do you have access to a therapist or counselor? Do you have friends and family who are good listeners? Make sure you know how your workplace expects you to report bullying.
  • Know the rules: Understand the policies and procedures that govern your museum or heritage organization. Know where they are written and how to access them. Is there any mention of bullying? If yes, how are those situations supposed to be resolved? If there are no instructions, and you’re charting unknown territory, use the Workplace Bullying Institute Resources to help make your case in the strongest manner possible.
  • Does your organization have a values statement? If yes, has your bully violated any part of it? Every state has a different take on bullying. Know the law (if there is one) where you live.

Bullies are everywhere. Sadly, working in a fancy museum with a huge endowment doesn’t guarantee anything except you likely have access to an HR department, and working in a small one only guarantees you know the whole staff well, not that there isn’t a bully among them. Preventing bullying, like so much else about creating humane museum workplaces, depends on all of us. We need to be kind, empathetic, to support one another, to look out for one another. You’re not just a curator, an educator, a media specialist, an exhibit designer, you’re also a colleague. When one of the team hurts, you all do.

Joan Baldwin

Image: johnhain / Pixabay
In Post Image Credit: WilliamCho / Pixabay
https://www.dandalaw.com/personal-injury-of-workplace-bullying/


#MuseumMeToo: Aren’t We Done with Excuses?

Screenshot 2018-10-15 08.52.21

In 2017 Anne Ackerson and I published Women in the Museum. One of our final chapters is titled “Ground Hog Day,” after the eponymous film with Bill Murray and Andie McDowell. We needed a title like that because in the years of fighting the gender battle in the museum workplace its problems remain relentlessly unresolved, raising its head, year after year, just like a virus.

Fifty years ago women’s leadership was still a question. Women museum directors were rare, and women leaders were often found in the second spot, being logistical titans all while providing the emotional glue and the soft skills to keep the museum workplace turning over and moving forward.

Today, things are different. There are many more women leaders–and not just white women, but women of color. But the underbelly of workplace gender issues–sexual harassment–is alive and well. For those of you who were off social media last week, the director of the Erie Art Museum, Joshua Helmer, found himself without a job after an article in The New York Times reported that in his previous position at the Philadelphia Museum of Art, multiple women had accused him of making inappropriate advances. When Helmer moved to the Erie (PA) Museum of Art in 2018, he continued his predatory pattern. This time involving a museum intern. The incident resulted in a Change.org petition and several articles by New York Times Reporter Robin Pogrebin. Indeed, the week ended with Philadelphia’s mayor, Jim Kenney, an ex-officio member of the PMA’s board, calling for it to strengthen its harassment policies. This led PMA director, Timothy Rub, to say, ““The mayor is right and as we have indicated, our policies are undergoing close review,” all while 240 members of his staff signed a statement in support of their colleagues and the women at the Erie Art Museum.

Neither the Erie Art Museum nor the Philadelphia Art Museum are unsophisticated organizations, and yet Joshua Helmer somehow victimized women at first one institution and then another. No matter who you are in the museum world–trustee, volunteer, leader, curator, guard, housekeeper, intern, educator–this is your problem. Workplace sexual harassment destroys the social trust that exists back stage in the museum workplace. Museum workers, regardless of their titles, deserve to be safe, seen, and supported.

As we’ve seen, sexual harassment scandals plunge museums and heritage organizations into a world of bad press, not to mention legal complications. So if you are a….

Museum Trustee: If you don’t already know, ask what your organization’s policy is on sexual harassment. Where is it written, how is it available to staff, and who handles complaints? Boards are not immune to bad behavior. As a group, how do you police yourselves? If you don’t have an HR office, where do complaints go? If your organization has an HR office, when was the last time your board or its personnel committee heard from the HR director on this topic?

Museum Leader: Do not say this won’t happen here. It happens everywhere. Review your organizational policy for sexual harassment; check-in with Human Resources and your leadership team. Make sure everyone understands what happens when a complaint is made. If appropriate, role play. No victim should be made to feel what’s happened to her is her fault. Make sure victims are treated with compassion. And further, make sure you know and have thought through how complaints involving the board, significant donors, and/or consultants will be handled.

Museum Worker: Go to bat for your colleagues. Speak up and intervene. If you don’t, no matter how you frame it, you are complicit. Know your organization’s policy; know what to do in the event of an incident. Know what kind of support is available through EEOC, and how your state defines sexual harassment. And know who in your city or town offers pro-bono legal services. And for goodness sake, sign the GEMM pledge.

Sometimes we’re so besotted with our roles caring for artwork, objects and living things, and placing them in dialog with one another that we forget our staff and colleagues. If you’ve been sexually harassed or victimized, it’s difficult, if not impossible to function at work. As a museum leader no one is asking you to serve as staff psychologist, but if a staff member seems “off,” ask whether it’s something work-related. Create an atmosphere where staff feel safe, seen and supported, make sure your policies are clearly written, easily available, and that they provide a road map for anyone experiencing harassment. It’s 2020. Aren’t we done with excuses?

Joan Baldwin

Image: From the infographic, “The Survey: Gender Equity in the Museum Workplace,” 2018, by Anne W. Ackerson and Joan H. Baldwin.

 

 


Take Another Look: Leadership Matters’ Top 2019 Posts

Our first post of the new decade will premiere next week. In the meantime, here are Leadership Matters’ top five posts since our beginnings seven years ago. And fair warning to all museum leaders: the top post since 2013 was “The Silent Treatment and What to Do About It.” There’s something sad about that, but without further ado, here they are to ponder and enjoy.

1. The Silent Treatment and What to Do About It.

Silent Treatment

2. Leadership and Workplace Bullying

bitch-in-the-workplace

3. Museum CEO — Lowest Full-Time Staff Salaries

bigstock-wealth-85345043

4. Why is Museum Definition So Important?

download (1)

5. Making the Moral Argument for Museum Pay

Marabou_Museum_Funding

6. And as a bonus, our post,Museums as a Pink Collar Profession, made the American Alliance of Museum’s top-10 posts for the year.

Best wishes for the new year and the new decade.

Joan Baldwin

 


Tips for Creating Equity in Museum HR

images


First, an announcement: Leadership Matters will be on vacation for the weeks of Dec. 23 and Dec. 30. But, before we return January 6, 2020, we’d like to hear your wishes for the museum world for the coming year. They can be personal–I want a new job–or organizational–I hope my museum completes its campaign successfully–or field wide–I’d like to see museums take a stand on the gender pay gap. Send them, and any other thoughts you have about the museum field’s future to us here in a comment or directly to our email or Facebook where this is posted as well. Full sentences and punctuation aren’t necessary, just your hopes and dreams for the field.


A lot of museums, indeed a lot of workplaces, struggle with team building and trust, and one of the work-arounds leaders employ is to try to accommodate workers’ various needs. When you have a weeping or furious team member in your office, and a to-do list a mile long, what you want is to solve their problems and get back to your own. So you say yes to leaving Thursdays at three to drive the soccer car pool or to working from home a day a week. Your colleague leaves happy (or at least mollified), and you turn your attention to other things. Except decisions made in the moment to accommodate one frequently come back to bite you. Why? Because work isn’t family.

If we work full time, we spend up to 2,000 hours per year with our colleagues, some weeks more than with families and friends, particularly since time away from work includes sleep. So while many people like to tout work as family, and thus, just as we set the thermostat to 75 when our great aunt visits and serve her martini with four olives, we also try to accommodate our co-workers. But accommodating family is different from colleagues. Say a member of your team tells you she lives a distance from work, and may not be able to arrive on time if it snows. She is part of your front-line staff. On the face of it, that seems like a rational request. But what happens if you say yes? Another person who lives closer may feel a huge sense of inequity. The questions going through her mind are: Why is she privileged over me? Am I not valued? Do I need to look for another job? Is everyone asking for special accommodations and I didn’t know?

If you work in a museum or heritage organization with an HR department, it’s harder to privilege one employee over another because the employee handbook already spells out numerous scenarios–weather, health, funerals, working from home, and jury duty to name a few–and how individuals are compensated. Flouting these can lead to an even more complex mess since you’ll have one individual operating outside the organization’s HR parameters, while others abide by the museum’s rules. That doesn’t mean leaders shouldn’t treat employees with respect, empathy and kindness, but everyone should be privileged equally–those with small children, those without, those with long commutes and those who live around the corner. The only ones who should be specially accommodated are those with temporary or permanent disabilities. These requests may include specialized equipment or modifications in work environment.

So…if you’re a leader with a team or a staff….

  • Even if your site has fewer than 15 employees and no HR department, create or review your organization’s employee handbook. Make sure it’s written in clear, understandable language. If you can’t understand it, it’s unlikely your employees will.
  • Make sure it addresses common HR issues and what your organization will do about them. Kicking the can down the road means you will make decisions as they come up, rather than addressing them organizationally from the beginning. It’s hard to be objective and impartial when you are making decisions in the moment based on a single staff member’s situation.
  • Create a personnel committee on the board. It may include the board leadership and/or those with interest and experience in HR.
  • Seek advice from your local Chamber of Commerce, Better Business Bureau or HR firm.
  • When altering handbook rules, be open and transparent about rule changes.

If you’re a staff member …

  • Know your rights. EEOC’s Home Page is a good place to start.
  • Find out if there is any kind of HR document–even a Google doc–that governs day-to-day work. If there is, read it.
  • Before you approach the leadership, it’s helpful to know if you’re a trail blazer. For example, are you the first employee to ask for paternity leave, jury duty, or a parking accommodation?
  • Or conversely, are you one in a long line of staff asking about a particular issue? Knowing whether your organization has a history may help you strategize your request. (Example: your museum’s staff is under 10 FT people. Six have requested maternity/paternity leave in the last year. Nobody’s gotten the same deal.)

A lot of museums and heritage organizations, often small ones, hide behind size (We’re too small) and the non-profit shield (We’re not a business) when it comes to HR issues. Size isn’t an excuse to treat employees inequitably. Do the best you can given your resources. Create policy first–even if it’s a one-page document–so you’re not reacting to individual problems in the moment. Be kind, be a good listener, be empathetic, but most of all be fair.

Joan Baldwin