Category Archives: Peter DeHaan’s Columns

Articles by Medical Call Center News publisher and editor Peter Lyle DeHaan

You Are a Person of Influence?

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan

My family moved the summer before fifth grade, and I started a new school.  I quickly realized three things.  I was far ahead in math, hopelessly behind in grammar, and had been placed in the wrong class by the school secretary.  The result was that my teacher gave me special attention and esteem, while my classmates viewed me with academic awe and respect.  Although I didn’t learn much academically that year, I did undergo a metamorphous of self-perception.  Put succinctly, I began fifth grade as an above average student who felt average and ended the year as an above average student who was convinced he was exceptional.  That single attitudinal change altered the trajectory of my educational path – and ultimately my life.  Yes, Mrs. Wedel influenced me immensely.

In seventh grade, I had Mr. Snow for English.  Our class read and studied Dickens’ classic story, A Christmas Carol.  Mr. Snow helped us dig into this timeless tale and mine its many truths.  The conclusion was inescapable for me and equally profound.  Like Dickens’ Scrooge, we have a choice on how we live our life: it can be for selfish purposes, or it can be for the joy of living and the benefit of others.  I chose the latter.

In high school, it was Mr. Grosser who affected me greatly.  With a passion for molding young minds, he was part educator and part entertainer.  There was never a dull moment in his classroom, where the unexpected became routine.  He wanted us to think, profoundly and deeply.  His influence was significant and helped me mature as an individual and prepare for adulthood.

The standout mentor of my college years was Professor Britten.  Intellectual and insightful, he quietly communicated profundity with ease, effectiveness, and aplomb.  I found myself hanging on every word.  Nothing he said was wasted, and everything had significance.  He was the teacher whose class one took, not because of the subject material, but because of the instructor.

These are just a few of the teachers who influenced me.  Aside from academia, I have had many notable “teachers” in the business world as well.  Although not teachers per se, they nonetheless educated me, playing a critical role in guiding me to become the person that I am today.

Whatever your role in your call center, be encouraged that you are influencing others, even if you don’t know it.  Whether a director of operations, a manager, a shift supervisor, or a front-line call center agent, you influence those around you by what you do, the things you say, and how you treat others.  Like the infamous Scrooge, you can either influence negatively by pursuing a life of self-focused hoarding, or you can influence positively by sharing, giving, and inspiring others in an encouraging and profound manner.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.

The Real Question About the Economic Crisis

By Peter Lyle DeHaan, PhD

Author Peter Lyle DeHaan

At the World Economic Forum, Jim Wallis suggested that wondering when the global economic crisis would be over is the wrong question to ask – even though it is the one foremost on our minds.

He posited that the real query should be, “How will this crisis change us?”  After all, if we don’t learn from our mistakes, we are doomed to repeat them.  Drawing parallels between the years preceding the Great Depression and the past few, he offered that we have indeed repeated history.  Here then is how I suggest we must change:

  • Learn to be happy with less.  Virtually everyone in the US is better off than half of the world’s population.
  • Don’t spend what you don’t have.  Satisfying today’s urges with tomorrow’s income is courting disaster.
  • Plan for the future.  That includes having an emergency fund and a retirement plan.
  • Whenever possible, avoid debt.  When that is not possible, pay off debt as quickly as possible.
  • Charge cards are intended to be a convenience when making purchases, not a means to buy when you have no money.  The first month that the balance can’t be paid in full is an indication of living beyond your means – cancel the card and don’t apply for any more.
  • Shun greed.

In essence, greed got us here in the first place.  I hear a chorus of readers concurring, “Yes, corporate greed caused this mess to happen.”  Wait a minute; let’s not blame corporations.  Although corporations are legal entities, they cannot think and act on their own accord.  Individuals control corporations, and many of them are greedy.  The stockholders who own stock in the corporations seek higher returns on their investments; they are sometimes greedy.  The people with 401ks, IRAs, money market accounts, CDs, and any interest bearing investment want to make as much as they can; they are partly to blame as well.  On and on it goes.  Virtually everyone, in one way or another, is culpable for the mess we are in – we have an insatiable desire for more.

As my first bullet point suggests, let’s instead seek to be happier with a bit less.  And we’ll all be better off.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Medical Call Center News. He’s a passionate wordsmith whose goal is to change the world one word at a time.