Inspiration for meeting professionals facing difficult labor situations

In December, the New York City transit strike disrupted life for millions of New Yorkers and for those visiting this city known for its holiday magic. The media highlighted everything from people standing outside in the cold in line for hours to gridlocked traffic to the raw nerves of those fighting to get onto commuter trains at rush hour.

This is the strike that many people will remember as the one that ruined the 2005 holiday season for many tourists, countless businesses, and, of course, many hard-working New Yorkers. I'll remember it as many little experiences that inadvertently brought out the best in people when you least expected it.

When meeting professionals face tough times during labor challenges, these examples can provide some inspiration about how doing the right thing can make a difference in your results.

‰ Be an influential leader. Labor challenges cause tension and friction beyond the disgruntled group in question. It's important for you to step up to the plate and provide direction in the context of your vision for a success- ful conference. Your stakeholders and attendees don't want to know about the problems you face; they want results.

‰ Let people succeed in their own way. During the strike, cars needed to have four passengers in order to enter Manhattan during the morning rush hour. As a result, informal carpooling emerged where drivers picked up passengers who otherwise had no transportation to work.

‰ Keep an open mind. Just because the management of a discontented group has made decisions that make your life difficult doesn't mean that everyone working in that constituency is an activist who is out to get you.

‰ Be present and listen. Unhappy workers may vent their frustrations and even may lash out at you. Nine times out of 10, this has nothing to do with you and everything to do with their frustration about the situation. Thoughtful listening may be just what the discontented person needs to shift his or her attitude. ‰ Don't stereotype. Beggars can't be choosers during a transit strike. I took a ride from someone during rush hour in a car that I would have never gotten into under other circumstances.

‰ Let people surprise you. I observed that the lowest paid workers went above and beyond to make it to work. I heard stories of people paying between $30-$60 to get to work because they knew that it was their responsibility regardless of the financial burden. The receptionist at my office, Aisha, left home at 6 a.m. and walked 117 blocks in the freezing cold from the Bronx (approximately six miles) to be at work by 8:30.

‰ Remember your manners. Basic respect and civility go a long way during labor tensions. Saying "please" and "thank you" are basic. Looking the person in the eye and expressing your thanks with sincerity will take you even farther.

‰ Be a good role model. Don't fall into a state of frustration and impatience. Instead, remember to do the right thing by treating others as you know they want to be treated. Do these ideas work all of the time? Of course not. By taking a positive approach during a labor dispute, however, you will distinguish yourself to those people who will make or break your conference. In the process, you'll become a stronger leader and will feel empowered by how your contribution made a difference.

° Lisa Aldisert is a New York City-based management consultant and professional speaker specializing in strategic business growth and leadership development. Her latest book is Valuing People: How Human Capital Can Be Your Strongest Asset. You can e-mail her at lisa@businessgrowth.com or visit her Web site at www.businessgrowthcenter.com.