When Some People are just Wrong, Wrong, Wrong…

We recently received a very snippy email from someone that I so long to smack with my laptop.  This person – who we have appropriately named “The Angry Amapalaya” – is apparently very dissatisfied with management and had the audacity to question the inegrity of her officers.

It was, of course, promptly shot down.  By me.


Dear Generic Employee,

I appreciate that you are so forthright about your feelings.  Now let me be forthright about mine.

The Angry Ampalaya: A leader should have certain traits that we think is important for this account. This was actually constructed by one of the ag In behalf of the agents, we want you to know how we feel about things. I hope you don’t take these personally.

Pheonix Fire: Most of the time people complain because there are the things that they do not understand.  But there have been so many instances that these have been explained.  The people who are leading this account have nothing but good intentions for you.  It is never about us.  It is always about you.  That is what a Leader is – not someone who fixes the present to sacrifice the future; not someone who does the job for the pay or for the title.  They are the ones that, when a ship sinks and there is no hope, are either the last ones who jump… or don’t jump at all.  They are the people who take the time to talk to you… they are the shepherds who leave the flock from time to time to search for that one sheep that would make the flock whole.

The Angry Ampalaya: 1.  Integrity – Sykes core character is Integrity. This is a matter of the heart. If one don’t see a pure heart in their leader,  it would be useless to talk to a person who says things not coming from his/her heart.

Pheonix Fire: How does one define a pure heart?  And who judges one to have a heart that is pure?  One sees what one wants to see… if you do not see one’s pureness of heart, does it mean that it doesn’t exist?  I believe our definitions, like the things we see, are formed out of personal experiences.  Yet definitions are still perceptions, and, contrary to what others may think, perception is not always reality.

The Angry Ampalaya: 2. Attitude – Leaders should have the attitude of ­­humility, obedience, concern for others and unselfishness. It is not about promoting personal interest for the benefit of the few.

Pheonix Fire: People in management are there for a reason.  Perhaps they are not always humble about their capabilities, but don’t we all have the right to be proud of ourselves?  Most of them rose from the ranks – you cannot say that they do not know how to obey.  There are some who have been in this account since the beginning and have seen so many people come and go.  There are those who can say that they have been through it all and would be telling the truth.  But those made it… they were the ones who learned how to grow and become better people.  They have learned how to fight even when they thought they could not win.  And they have learned how to see hope when most think that there is none.

The Angry Ampalaya: 3. Vision – Your vision is God’s call upon your life­­, your purpose in life. So many families fail because they have no vision. If we are a family in this account, our leaders must have a vision. They may have a vision, but it must be a sincere vision for the account and not only for them.

Pheonix Fire: The account has a vision.  Your supervisors has a vision.  But no matter how sincere or how profound the vision is, failures still occur.  Failure is a part of life – the best part, for it is through your failures that you learn and grow.  You have no idea how hard your supervisors are working.  Always remember that there are two sides, sometimes three, to every story… and for everything that happens, there will always be a story behind it.  There is a vision, but I do not have your eyes.  I cannot see the vision for you… and I cannot make you see what you do not want to see.

The Angry Ampalaya: 4. Courage – Willing to take decisions and risks, especially when faced with uncertainty. Now that people are resigning, they should have the courage and not to fear the situation. As they always say, “a lot of applicants are waiting outside.” For those people who are resigning, it requires us to stand alone. It is about believing in ourselves, our abilities, skills and competency, and not to make a compromise.

Pheonix Fire: Who is fearing the situation?  Management talks to the front-liners to learn about their reasons and the story behind the decisions that they make.  Had they not cared, they wouldn’t have talked to anyone in the first place.  Management tries to know the reason, but they never force you to stay.  Allowing people to have their own sets of priorities, not imposing their will on them, is a sign of courage.  I beg to disagree with your statement – when people resign, it does not require you to stand alone, apart from the rest of the world.  It creates a need for you to stand together and work out the situation.  It is not all about your own abilities, your own skills.  It is how you work with those around you – seeing their capabilities and their skills.  I would like to know, though, what “compromises” have been made.  It is your perception that there were compromises.  It is my perception that there were none.

The Angry Ampalaya: 5. Responsibility – A leader should take personal accountability for his/her outputs, actions and consequences and not blame others with his/her failure. A responsible Christian is not accountable to other people but to God alone.

Pheonix Fire: We have all paid the price for the things that we have done.  We have even sometimes paid for something that we didn’t do.  I accept the fact that I am not perfect and I do make mistakes.  I hold myself accountable for every single thing that goes wrong in the account – and I don’t do that just because it’s my job.  Has this not been explained over and over again?  Regarding the concerns of the account, there are things that you do not know because you do not need to know.  Perhaps in the teaching that you believe in, a responsible Christian is not accountable to other people but to god alone.  But when the actions of some greatly affects the lives of others, I believe that even your god will agree that, to some point, you are accountable too.  We do not live in a perfect system and we do not live in isolation.  Our lives, no matter how we deny it, are intertwined with the lives of those around us.  We were all given freedom to do as we please, but our freedom ends where the freedom of others begin.

The Angry Ampalaya: 6. Role model – Whether we like it or not, each of us are role models. But the proof of outstanding leadership is seen in the lives of the followers. If the followers are uncertain about the future, that only speaks of what kind of leaders we have.

Pheonix Fire: You seem to have forgotten that on that journey from Egypt, the Israelites were uncertain as well.  They didn’t believe in Moses completely.  Half of the time they thought that he was leading them to their deaths.  Was Moses a bad leader?  Leadership is not only found in the lives of the followers because the followers have free will.  Leaders do not impose their will.  Following the one who leads is a choice.  Choices are made, not forced.  But why are you uncertain?  Because the future is unknown?  The future is always unknown – every act that we do changes it.  Uncertainty is not a matter of bad leadership – it’s a matter of faith.  Just because you don’t see the effort being put in by your supervisors doesn’t mean that they don’t do it.  Isn’t that what faith is?  Isn’t that what your god is?  Just because you don’t see it doesn’t mean it isn’t there.

The Angry Ampalaya: Loyalty to the boss ends when service to the agents begins.

Pheonix Fire: I do what I do because in my heart I know that what I do is right.  We all believe in free will.  Make your choice.  I have made mine.


I was so tempted to end it with this: “When you finally grow up, let me know”.

Date: April 20, 2006

Time: 5:48 AM

Listening To: Stefan training 1.1


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