Tag Archives: Analysis

Marvel Movies, Meta-Communication and the Sermon on the Mount

“In a word, what I’m saying is, Grow up. You’re kingdom subjects. Now live like it. Live out your God-created identity. Live generously and graciously toward others, the way God lives toward you.”
Matthew 5:48 (MSG)

Wendy and I went on a date earlier this week to see Logan, the latest movie from the increasingly prolific Marvel franchise. We generally enjoy what Marvel puts out, but Logan took the usually entertaining action story to a new level. It even made Wendy cry. All week long Wendy has been muttering, “Oh my gosh. A Marvel movie made me cry.

And, that was what made Logan a different action film. All week long Wendy and I have been discussing why we found Logan to be a different kind of action film. We’ve been trying to step back and understand what the writers did to reach our emotions as well as our adrenal glands.

From the very beginning the writers revealed our heroes Wolverine, Charles Xavier, and Caliban in weakness, neediness, fear and frailty. This catches us off guard. We’re so used to seeing them in their confidence delivering pithy action movie lines as braggadocio. Add to our threatened, all-too-human heroes a cute, emotionally torn little girl and innocent children on the run for their lives. Mix in antagonists who, rather than silly comic book evil, seem like the truly evil people who actually appear in our morning headlines and you have a “comic book” movie that takes things to a different level than we’ve experienced before. (Attention parents: The “R” rating also means the producers took the violent action, language and one needless second of nudity to a new level as well).

As an amateur writer and professional communicator I’ve learned to look at and analyze communication from a contextual perspective. Most of us get mired in the details of what is being communicated. I tend to pull back and look at the larger picture. Scholars call it meta-communication.

In this morning’s chapter we wade into one of the most famous messages ever delivered. It’s called Jesus “Sermon on the Mount.” Even for non-religious types who have never darkened the door of a church or cracked open a Bible,  the words and metaphors Jesus delivered in this message have become part of our everyday vocabulary:

  • Turn the other cheek
  • Light of the world
  • City on a hill
  • Salt of the earth

As I read today’s chapter I could easily get mired in the abundance of inspired teaching. Virtually every line and verse could be its own blog post. But, I found myself unconsciously doing what I do with Marvel movies. I stepped back to look at the bigger picture of how Jesus was communicating at a broader level.

Jesus starts out with an attention grabber. He lists those who are “blessed” in God’s economy and the list looks nothing like we expect it to look. We tend to think of those who are rich, strong, powerful, healthy, educated, famous, connected, athletic, and popular as “blessed.” Jesus’ list starts with “poor” and goes on to list the grieving, meek, merciful, pure, peacemakers and persecuted.

Having grabbed our attention by saying what we didn’t expect to hear, Jesus goes on to tell His listeners that we are the vehicle through which God’s kingdom will advance in this world. We are the light. We are the preservative. He doesn’t qualify it. He doesn’t limit it. He doesn’t add a litmus test. Every one of his listeners is included. This is in stark contrast to our commonly held belief that God’s work is reserved for ministers, pastors, seminary graduates, religious types, “good” people and those who don’t struggle, sin and avoid church like the plague.

So this is a different kind of message than the “toe the line and follow all the rules or you’re going to hell stuff.” Does this mean that all the rules don’t matter anymore? Does Jesus mean that those ten commands I’m so bad at and all that other stuff are obsolete and out the window?

Jesus anticipates this question and answers it with an affirmative, “No way.” But he then ups the ante and changes the discussion. We tend to think of religion in a set of behavioral rules and judgmental “don’ts” that we humans use as our self-righteous measuring stick. Jesus changes the conversation. It’s not about avoiding the legalistic “don’ts” but demonstrating the heart motivated “dos” that He is calling us to:

Not “don’t murder, but “do treat people with love and respect.”

Not “treat others the way they treated me” but “treat others the way you would have like to have been treated.”

Not get revenge, but choose to forgive and give people another chance.

Not “hate my enemies” but “show my enemies real love, patience, kindness, and self-control.”

Like going to a Marvel movie and experiencing something I didn’t expect, this morning I’m struck at how very different Jesus message really is. It reveals that the ways of God run in opposite directions than the ways of this world. God’s kingdom operates far differently than we are lulled into thinking by the flaws in what we may have been taught and our earth-bound paradigms . The economy of God’s kingdom works on a completely different set of principles than what we’re used to grappling with in the day-to-day marketplace of this world. What Jesus is communicating is different. If I get mired in the minutiae of my preconceived notions and foundational prejudices, I just might miss what He’s really saying.

He’s calling me to be different, too.

Featured image courtesy of 75933558@N00 via Flickr

 

Faith & Love Analysis

source: debord via flickr
source: debord via flickr

We ought always to thank God for you, brothers and sisters, and rightly so, because your faith is growing more and more, and the love all of you have for one another is increasing. 2 Thessalonians 1:3 (NIV)

Yesterday I was on-site with a client. I sat with four Customer Service agents walked through the criteria that we will use to analyze the quality of service they provide over the phone. The process requires us to ask, “What does good service sound like? What behaviors are evidence of a quality service experience?” By listening for evidence of these behaviors in the calls we analyze, we can determine how consistently our client’s customers are receiving a quality experience.

This morning as I read the reasons Paul gave for being thankful for the Jesus followers in Thessalonica I suddenly saw it through my vocational lens. “What is the behavioral criteria that points to doing a good job in my faith?” Paul gives two:

  • Faith that continues to grow
  • Love that continues to increase

This morning, I’m asking myself some hard questions. What evidence is there that my faith has grown over the past week, month, or year? In what ways has my active love of others tangibly increased during those same periods of time? To what can I point for substantiation of measurable growth?

I’m not sure I like the answers to my questions. Lord, have mercy on me. Some days I look at the path and realize just how far I have to go.

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My Life: A Photo Abecedarius

QA

Q is for “Quality Assessment.” For twenty years I have spent my days listening to and analyzing recordings of phone calls (e.g. “Your call may be monitored for quality and training purposes“). I’ve analyzed the calls of sales people, customer service reps, collectors, credit analysts, tech support reps, receptionists, engineers, bankers, 401k specialists, internal help desk reps, and attorneys (just to name a few). At one point I tried to guesstimate the number of phone calls I’d analyzed in my career but when I realized that it was well into the tens of thousands I simply chose to put it out of my mind.

The analysis we do is methodical, objective and thorough. The goal is to mine “moments of truth” when the customer is interacting with our client’s company so we can unearth opportunities to continuously improve the customer experience both from from a communication standpoint (e.g. What the agent says and how he/she says it) and a systemic standpoint (e.g. What policies/procedures aren’t working for the customer?). Because the data is tracked over time we can quantify improvements and declines. Our data and reports are used in executive strategy sessions, shareholder meetings, as well as in front-line performance management sessions.

Our smallest client is a small manufacturing company that began with one guy answering the phone to take orders and provide customer service. Fifteen years later the company leads their niche industry and that one guy is managing a team of six people. We’re still listening, analyzing, and coaching them. With our largest clients we manage the analysis, reporting, training, and coaching of hundreds of agents from multiple teams in different office locations, even in different countries.

Speaking of which, I better finish this post. I have calls to analyze 🙂

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