​Welcome back to a brand-new year. Like many of you, I made a resolution or 2 to keep myself focused on success. This year I will focus on breathing before jumping. I tend to be proactive unnecessarily. I am sure many people will not admit to jumping the gun and making major mistakes. I have learned from my past that is ok to follow the journey steady and calm instead of trying to race to the finish.
This year Communications Camp wants to be your educational tool for communications success. Please tune in to the podcast Communicationscamp.podbean.com for new episodes, follow us on Twitter @compcamp1, and watch the newly implemented You Tube channel by searching Juanita Espino. We invite you to catch up on episodes and stay engaged.
Last year is behind us. I don’t know about you, but I want to make 2019 the best year ever. May every camper have a healthy prosperous and communicative year. Take every opportunity to be amazing and remember the five hallmarks of success:

• Sell yourself – Never miss an opportunity to shine and let everyone know what you bring to the table.
• Create a positive circle of family and friends that make you feel amazing. -  Remember the key to this hallmark is to be positive and embrace other who are positive.
• Have goals that you are willing to invest in - If you will not invest in yourself, how do you expect anyone to invest in you.
• Be a self-learner-Never wait to be taught. Make a choice to learn. Invest in independent reading and other tools that make you knowledgeable.  
• Be disciplined! – Develop a regimen of health, learning, and socialization that establish positive habits.

This year you will hear me refer to these hallmarks often as I did last year. Remember Communications Camp is a journey for those to remain engaged. We are learning to be successful by communicating effectively through mind, body, and soul.  

It has been a long time since I have felt inspired to blog. This topic is near and dear to me, because it is something I struggle with. Selling yourself sounds cheap and needy, however it is one of the top 5 tips for success. It cannot be ignored, and it certainly must be trained.

When you have a passion or a gift, you naturally want to venture into that field as a career or hobby. If it is a service you can offer to other people, you are not doing yourself any favors by staying quiet about what you do. I myself struggle with telling everyone about my blog and podcast. I even struggle with telling everyone I am a wonderful substitute. These are things that I am passionate about and they provide an income for my lifestyle, however when people ask what I do I respond with “I am a substitute teacher”.

Selling yourself is more than providing a bullet point reference to your life. It is giving a presentation that makes the receiver of this information want to know more. It is not enough to hand out a card and state your status. You must own your passion and give it life in 5 or less sentences.

I will use me as the example since this is something I struggle with as well:

Interested Party: What do you do for a living?
Me: I am a blogger, podcast facilitator and substitute teacher. My platform is based on learning successful communication strategies and sharing them with everyone. I highly recommend you read my blog and listen to my podcast, I am always looking for feedback.
Interested Party: That sounds interested. How can I listen or subscribe?
Me: That’s easy! You can log on to communicationscamp.com for my blog or listen to my podcast at communicationscamp.podbean.com

It seems easy when I write it down. As I have discussed in previous podcasts and blogs, some of us are predisposed to negative language that causes automatic self-doubt.  I cannot express enough how important it is to change your circle of friends and family to positive influence and grow as a person who loves themselves enough to sell their passion. This is the true power of success.
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While selling yourself may be a struggle, it may be the one thing that changes our status mentally and financially. You yourself need to decide your value.  This will mean ignoring the negative words and thoughts that have suppressed you and your success and embracing the positive vibes you are given in order to sell your passion and turn around your success. 

The term “village syndrome” defines a need for employees to tribalize in the work environment. Employees enter a work environment and make friends, establish enemies and create an environment in which they begin to share life together within the work environment. Not all employees are accepted in the village and not all employees choose to be part of the village.
Understanding “village syndrome” is important since most adults spend 8 hours or more throughout the day at work. These relationships can define a person professionally and personally. Establishing a village can also hurt an employee’s chance of growth within a company.
The pros to adapting to the village environment:

• Bonding with peers and colleges
• Sharing ideas with the group
• Building relationships outside of work
• Understanding the group work environment
• Sharing opportunities for growth within the company

The cons for adapting to the village environment:

• Complacent and not motivated to change personally or professionally
• Resistant to management
• Labeled within the negative aspects of the village by management, therefore unable to be given opportunities.
• Unable to receive the positive benefits of the company environment.
• Fear of being displaced from the village

Of course, it is one’s own choice to socialize in a manner that can be positive or negative. However, some may not know when the work environment is negative for their personal and professional development. The employees who are typically leaders in the work life villages are those who have significant tenure within a company, or those who are no longer happy with the company. The employees have allowed complacency to have a negative impact on the lives both at work and possibly at home.
Having a work life balance is important. In addition, creating a positive circle of peers both at work and at home can make the difference between personal success and employment frustration. Employees must walk a thin line between being a team player and developing a village syndrome lifestyle which in most cases set employees up for failure. Even though building relationships is an important part of socialization, personal relationships that are built at work can be positive or negative.
It is true, work relationships can lead to strong positive personal relationships that last for years. This is because typically an adult only socializes at work. Recognizing the pros and cons of village syndrome is paramount to a healthy lifestyle both at work and at home. 

Communicationscamp.podbean.com

Very rarely do I need to post in my “Opportunities for Excellent Service” section. Companies need to show a complete inability to ensure customer service based on their own warranties or what is expected. When I do run across an experience that is egregious I need to let everyone know what to expect and how the company can work towards communicating better with the public.
Let me start with this, vacations are a luxury regardless of the discount or deal provided. Understanding this, a company that offers something that is 100% optional to the public should tread lightly and go over and beyond to create an experience that makes a vacation necessary. Especially in this world of outsourcing and tech-service. No one wants to call a company for a non-essential service and receive service that they can receive by just using a computer or an app.  Otherwise why even bother calling.
With this understanding, I need to explain why there are far more options for cruises and vacations than carnival cruise lines. I need to try to keep this short. The experience it self is long and drawn out and still not resolved.
I booked a cruise based on a promotion I received boasting reduced down payments back in January. I went on a cruise with Carnival the year before and it was not horrible, so I decided it was a great deal. I received notification that the final payment was due. Since it was summer, and I am a substitute teacher, I called to ask if an extension would be possible. I spoke to an agent who said yes. When I was ready to make any type of payment, I could call back for an extension. I called back for an extension. I spoke with an agent who said she can provide a 7-day extension with my 50.00 payment. I said that’s wonderful. However, I needed a little more time. I said is it possible to push the trip back. She said yes. We agreed on a date that would allow me until the end of August to pay.  I pay her 50.00 to extend the trip.
I received an email itinerary. Everything looked wonderful except there was an extra 100.00 admin fee that was never disclosed. Of course, I called back to dispute the fee. I will spare you the drama and just tell you since then I have been hung up on and yelled at by agents defending the actions of other agents. I have asked to speak with a manager and I was told no such thing can happen. It was my fault for listening to the first 2 agents.
As stated in the 2nd paragraph, cruises are optional. They are not necessary. My husband and I travel often. I have never received such horrible treatment for such a simple request that should have initially either been denied or approved. Here are things Carnival can do to improve their service:

• Take ownership of the customer experience. If a customer says this is what happened, accept that it happened and work from that moment in the customers mind. Don’t argue from the company perspective. It is already too late.
• Take the time to listen to all recorded calls of the incident. This will give you the full spectrum of the customers frustration.
• Provide the customer with whatever warranty that was provided by the companys own agents. This is just a sales rule in general that should not need to be explained.
• Never talk over, yell or argue with a customer. There are escalation options that are allowed.
• If a customer has called more than 3 times, obviously an escalations agent is incapable of handling the issue. Allow a manger to call the customer back.

Clearly this blog is written from frustration. However, I do believe there is a learning experience for everyone. Instead of cruising with Carnival, cruise with a company who actually cares about its customers or go to one of my favorite destinations such as Manhattan, San Diego, San Francisco, and other amazing destinations that do not result in a customer service agent yelling at you because you don’t understand their company policies. 

​Communicationscamp.podbean.com

​In previous blogs I have discussed the challenges of being black in the work place. As a brief recap: I cannot seem too smart, I must control my passion about any topic as not to seem like the angry black woman, I can’t be too happy, I can never be upset, and my appearance “ethnic neutral”.
Recently in the news we have heard the insidious calls to the authorities while African Americans do life in their daily routines. We can’t bar b que, fall asleep in dorms, drive, or even go to a coffee shop. It is becoming Jim Crow all over again because of the feckless (thank you Samantha Bee) response from entitled Caucasians to black people trying to live.
If this pattern is not corrected, I fear this will have a negative effect on ethnocentrism in the work place. I am using my platform to acknowledge there is fear. However, we cannot let this fear dictate the progression of equality. This will have a negative effect of the types of jobs people of any ethnicity can have. The effects have probably already segregated ethnicities in some work environments, and we are not seeing the full effects yet.
Let’s be clear, this is not something that just affects African Americans. The trending issues are the tip of the iceberg. If we are not socially aware and have the conversation that we have been avoiding for years, we could set back the equality movement started in 1942 when the Congress of Racial Equality was established.
The conversation needs to start at home. Discuss frustrations and fears in a non-hostile way. Then work your way through your circle. Remember your circle should be your close friends and family that complete your positive network. If you have minority adult children, discuss fears by other ethnicities that may cause them harm and how to they can make safe decisions without compromising their dignity. Do not fear correcting racist attributes of friends and family.
Even if you are not in a minority household, there needs to be an understanding of what is trending in terms of the racial divide and how important it is to embrace other cultures and be social leaders of embracing the narrative of equality and love. No one is blameless in the regression of equality even if you are not “BBQ Becky”.  
Let’s work together to preserve current freedoms that have already been fought for and established. Let’s work further to create positive conversations that lead to equality for everyone. We need to fight back against those who wish to passive aggressively segregate ethnicities and genders in America.  The message needs to be we all belong to one race and that is the human race. 

​Listen: Communicationscamp.podbean.com Follow: @compcamp1 

​Investopedia reports the income range of the middle-class population is between 30,000 and 100,000 as defined by the Urban Institute. Working class adults who pay bills and follow the law are the least supported group. It is easy for affluent individuals to judge the lifestyles of less fortunate without understanding the middle-income hustle. It is also easy for people with jobs to judge those who are not working as if there is a choice. However, there is merit to the struggles of the working class who are always 1 paycheck away from being homeless.

Social service departments and other organizations that offer aid to those in need only aid low income individuals. There is a benefits finder https://eur04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.benefits.gov%2Fbenefits%2Fbenefit-finder%23results&data=02%7C01%7C%7C1294ad0e04044112c19e08d5bf8edc9c%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C636625542658230359&sdata=UZS4BQmbTC2wMWduOzJVyyMKPNKohU1phkQrT25TjJ0%3D&reserved=0 If you follow the long line of questions the results will offer random assistance that are not even an option for immediate assistance such as rental assistance or transportation assistance to a working class adult. Some of the options are specific to low income individuals.

This is not meant be a rant. There should be an awareness of the huge gaps left in America’s economic divide. As a low or no income person, you qualify for free or discounted housing, free food, free cell phones and the list goes on. If you are affluent you now qualify for a huge tax cut and you have resources that are limitless. A middle income American working and paying bills is typically one decision or paycheck from being homeless.

This is why choosing your employer wisely is important. Understanding what benefits a company offers can make a huge difference. Knowing that you have a company that not only donates to charities for low income individuals, but they also offer employee services to help in times of need. While this is rare these days due to outsourcing and automation, there are companies that understand employees struggle. They offer free lunch, free snacks, economic assistance and counseling. The company Boxed located in Henderson is reported to pay for weddings and baby showers for employees.

As we learn communication effectiveness and promote awareness, we need to be aware there is a population that makes up over 50% of the American population. These populations may include: teachers, police officers, and employees of large corporations. Some members of this population can be misunderstood as bitter or negative. Please take the time to get to know what the true issue is before judging. They are just frustrated. Maybe you know something they don’t know that can help. Keep the conversation open. This is one way we can support the middle-income hustle. Our government and companies in America can do more. We need to start voicing these needs.

Communicationscamp.podbean.com

It is easier to comply with what society tells us to do be and how to live. However, this makes us a prisoner in our own lives. Some of us become use to taking orders from friends, family, and societal trends so much that we don’t even realized we have imprisoned ourselves to a life we don’t even want. The daunting part of his news is you can go an entire lifetime without knowing who you are or what you want if you don’t recognize your own self imprisonment.

I am not saying run naked through the streets and disobey laws, but eventually you have to recognize that you have to establish your own true authentic goals and pursue them regardless of what other around you say.

I have said many times before, the path to success is a long and for the most part lonely road. There is not really an exception to this. When Thomas Edison was inventing the light bulb, there was no mention of the lavish parties and familial participation in his process. From what we read there was not even acceptance of his pursuit until he was successful. Sadly, this is the human reaction to the pursuit of goals and happiness. No one is truly there for you when you are in the try and fail process. They are there for you when your goal comes to fruition. This reality actually sucks.

As a pursuer of greatness you have to make a choice. You must choose to be a prisoner of what everyone wants you to be or choose to be a victor for your goals and eventual success. I cannot express enough to you, this a lonely road. You will be sad far more times than you will be happy, but if you focus, envision, and pray, you will be victorious.

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When I graduated from junior college in 1998, I was ambitious and ready to conquer the world with my Associates Degree. I had a Paralegal Certificate and a plan. The goal was to build a world class paralegal service that offered forms preparation, court runner services, and field collection services for small companies. Since this business was going to be funded by me, I had to keep by employment in the call center environment. One other thing, in 1998 I have birth to my 3rd son. So, I was going to build a company from the ground up with my own money and raise 3 sons. What was I thinking?
Express Professional Services remained in business for almost 15 years. There was no way I could afford to hire employees. I didn’t want to bother with loans and credit cards. There just became a moment when I realized, I needed to choose employment or self-employment. I chose employment.
I often ask myself was I overwhelmed, or just distracted. When I look at other successful small businesses, I can unequivocally say I was distracted. Running a business takes all of a person. Working an 8-hour job and giving 100% to clients is impossible. In addition, what kind of mother was I being to my 3 sons. I took them with me to client’s houses, to the office, and to court.  I made more than enough to support myself with my self-employment. I was just distracted by work, new shiny things from the combined income, and my own guilt as a mother if I was unable to provide for them.
Here is the thing, once you establish a goal you must stay focused on the prize. This will require tunnel vision and lonely days perfecting business plans and platforms. Even when I started Communications Camp, I listened to some of my prospective vendors and clients. I decided I needed to refine the branding and establish the product.
It is easy to become distracted right now especially in this economic and political climate. It is just as important to understand your goal and why it is important to you. This way you can eliminate distractions that can diminish the longevity of your brand. Small businesses begin with a dream, then move on to a goal, and end with a true-life reality. This reality can be yours if you understand what your distractions are and eliminate them, stay positive and pursue your dream.  

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Being a mom in 2018 is vastly different than being a mom in 1972. To meet the economic needs of a family these days, most mothers must work. It is typical for a mom to prepare breakfast, lunch (or at least know how the kids will eat), dress their kids, and equip their kids with school supplies right before dashing off to work. While at work, the cell phone is being monitored for emergencies. Once out of work a working mother will pick up her kids, take them to afterschool activities. When she is finally home, she still must go over letters from school and make sure homework is done, while making dinner. When this is finally done, she can sleep just to start all over again the next day.  
We are certainly not June Cleaver anymore. It is so common for women to work versus the 60’s and 70’s where it was common for the mom to stay at home and manage the household. There is no sympathy for the demands of a working mother.
There were times when I worked an 80-hour week when my sons were younger. I also went to school. When I was finally able to see my sons in the evening, I still had to make sure they ate dinner, made sure they took baths, and still go over letters from school, and make sure homework is done.
I don’t see this trend changing anytime soon. Therefore, moms need to figure out how to work smarter to work less hard. Now before anyone misinterprets what I am saying, I am simply saying for the sake of being sane and healthy let’s figure out how to give our super mom cape a rest sometimes. The question is not “can we do it all”. We have already answered that question and the answer is “hell yeah”. I am proposing that we review all options and opportunities to make our life a little easier.

• There are some of us who are blessed to have a mate or even live with family. Enlist their help in some of the duties.
• Most schools offer after school tutoring. This is a great place to finish homework.
• Ask your employer if there are any telecommuting opportunities. Believe it or not, the stress of driving back and forth can be relieved if there is one less place you have to go.
• As your kids mature, teach them responsibility. Allow them to make their own lunch, clean their rooms, wash clothes, and help with dinner. This will only make them better adults.
• Find time for you. I cannot express how mandatory this is. There is no need to feel guilty about loving the person you are. To do this, you must make time for you. Workout, have a drink, go shopping, visit the outside world. You will be a better mom if you do this.

Don’t become caught in the “guilty mom” trend of spreading yourself too thin and making up for it with shiny toys and expensive trips. Spend quality time with your kids before and after work. Your family deserves the one unique gift you give, which is you. 

Listen to our podcast: Communicationscamp.podbean.com

​The call center industry has seen growth in the last 15 years. Companies want to adhere to their customer needs in an efficient manner. As a result, corporations set strict standards to capitalize on the multitasking skills of call center agents who are willing to enter this work environment.
The industry has become so diverse agents have the opportunity for telecommuting, offline work, and advancement in cross skills training. At first this seems like an ideal profession that is continually growing and always seeking ambitious individuals who want to grow within a corporation.
There are dangers in working in call centers that I have previously discussed is past blogs. It is easy to ignore the dangers to your own personal health and social well-being. It is also important to understand the benefits your company offers to endure your health.
Consider other fields of employment such as construction workers, bank tellers, or even police officers. Each of these fields ensure safety measures to ensure workers have a measure of safety provided. These measures are governed and ensured in most cases for the safety of the employee and the clients they assist.
Similarly call center agents enter dangerous environments that are deadly. Even with extensive training there is no way to prepare a human for:

• Angry customers who are verbally hostile and abusive
• Corporate efficiencies that require a person to sit at their desk connected to a headset 90% of their shift.
• Mandatory overtime that can linger into 13-16-hour days
• Minimum or no activity due to time and schedule
• Abuse of authority from other agents or superiors
• Deadly toxins in the air from older buildings or stagnant illnesses traveling around the office
• No access to on site medical care
• Broken chairs and equipment that can collapse or headsets that can electrocute agents

There are currently no regulations that protect the safety of call center employees, yet the deaths involving call center agents continue to grow each year. Illnesses that have long term consequences grow each year. Illnesses that plague and cause death in call center environments are:

• High blood pressure
• Anxiety disorder
• Weight gain
• Insomnia
• Anemia
• Gallbladder issues
• Respiratory illnesses
• Laryngitis
• Carpal Tunnel
• Pneumonia
• Ulcers
• Migraines

This is a long list of illnesses that take away from a healthy quality of life. These illnesses cause death almost equivalent to that of police officers, fire fighters, or other careers that are knowingly putting their lives in danger.
In addition, to these life-threatening illnesses, there is also the variant pay scale. Call center agents can make anywhere as low as 7.50 per hour or as high as 30.00 per hour. The higher rate in pay the increase in danger to the individuals who choose this line of work. There are corporations who provide reasonable health insurance and other benefits to try to assist. However, considering the risks there is more that can be done that corporations are not willing to pay for. Some benefits to provide a safe work environment can include:

• Free daily healthy snacks
• Treadmills or cycles under the desk
• Gym memberships or Gym equipment in the building
• Anxiety counselors and therapist on the floor
• Active fun work environments
• Chairs and desk areas that meet ergonomic standards
• Levitating desks
• Unlimited sick days
• Frequent rest periods
• Access to medical attention on site

There are companies who already understand these concerns and what is needed to ensure each employee is safe. Sadly, because there are no specific regulations protecting call center agents, this becomes a self-management goal. 
It seems like navigating through the corporate shield to protect your health and social well being is difficult. If anything, it is scary. There is a fear of losing employment trying to ensure your own protection. Therefore, it is imperative you are not afraid to ask the scary questions. Consult your supervisor to find out what is available to you. If your supervisor cannot help you, consult your H.R department.
At the end of the day of a company is not willing to provide you with what is needed to protect you from the dangers of the job they created for you may have, it may not be a good company to work for. Don’t give up without a fight and always take care of you first. You are your best investment and you are only marketable if you are alive and happy.