Business · Business Culture · Learning · Psychology · Relationships

Nancy Lublin, CEO of Crisis Text hotline

A truly inspiring podcast that I would recommend anyone interested in any of the following topics to have a listen to.

Key insights and takeaways for me:

Business leadership: Being decisive and moving fast, yet still caring very personally for the people you work with

Purpose: Being driven by a real need and passion not money and perhaps not even really aiming to make money, aiming to make a difference.

Hiring: aim to hire someone who you could live with in a bunker with, someone energetic and someone who is not going to bore you

Developing people: it’s okay to have someone onboard for a short period of time where they develop this part of their life/journey and for it then to be time for them to move to something else. Not everyone has to be a lifer ie. with the company forever. But in the time they are with you they have to be energetic and dedicated.

Developing people: Her enjoyment of seeing people through crucial development phases of their lives when they are in their 20s and 30s.

Creativity: giving people enough space to come up with creative ideas and then pursuing the ones that really get you excited

Process: Applying Systems thinking and feedback loops on data to training people, improving systems.

Creativity: Empowering people you work with and getting out of the way of their creativity, sometimes that requires you stepping out of the frame.

Empathy and support:When helping someone in crisis know the magic words: what not to say: don’t ask “why?” questions e.g. Why someone did something: it usually comes across as accusatory and denigrating. (note this is the opposite of what to do when you are being analytic, as highlighted in a previous blog, when asking Why repeatedly is a very powerful technique).

What to say: use the words “proud, brave, smart”. Those words move people from hot to cooler quickly. Use that with your kids too.

Other people’s perspectives: The value of the perspective of younger generations and understanding the millennial generation. Eg. Her insights that at least for a period of time, texting is a more powerful medium than Facebook and other social media as it is more trusted.

The podcast:

Uncut Interview — Crisis Text Line’s Nancy Lublin from Masters of Scale with Reid Hoffman. https://itunes.apple.com/gb/podcast/bonus-uncut-interview-crisis-text-lines-nancy-lublin/id1227971746?i=1000392185172&mt=2

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