Gartner Blog Network

Restoring a culture of dignity in the workplace.

by Michael Maoz  |  October 28, 2009  |  2 Comments

Yesterday I had the honor and pleasure of interviewing a surpassingly fine USAF lieutenant. Though I can’t say much about the conversation itself, I do wish I could capture the dignity and devotion to her mission that poured through her words and gestures. She was surprised to hear I was once in the military, but hid it well except to relax a bit more into the details of what the Air Force is doing to improve the lives of service personnel.

As the conversation rolled on, there was something I could not put my finger on, something about demeanor and attitude. I started to think of the many executives I have spoken with and why this conversation seemed to soar above the rest. It was the lack of guile, the simple statements of fact and the avoidance of any talk about hierarchies and chains of command, ownership, promotion of the ‘me’ and utter absence of jargon. Instead it was a search for facts, a hope to capture the challenges faced and a desire to explore the various options for solving the challenges. There was teamwork and joint effort and common ground.

There are many moments when you just know that a project is going to succeed, and they usually are struck through, these moments, with a sense of good fortune in the right people with the right motivation. Yesterday was such a day, and were I able to bottle that devotion, I am sure we could run many more IT initiatives to good ends.

Category: crm  innovation-and-customer-experience  

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

Thoughts on Restoring a culture of dignity in the workplace.

  1. […] This post was mentioned on Twitter by Tweet CRM, Kayako. Kayako said: RT @TweetCRM: Restoring a culture of dignity in the workplace. […]

  2. Louis Columbus says:


    You have captured succinctly exactly why it is such a pleasure to have military officers in courses as well. They bring a professionalism, focus and thoroughness of work to all that they do. I have deep respect for them and it is always an honor to help these men and women to their educational goals. They can easily elevate an entire class with their contributions and work ethic. I enjoyed your post.

Comments are closed

Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.