Making a Difference: Servant Leadership in Action

Written by Nicole Lowe, Public Safety Telecommunication Supervisor, Carrollton Police Department



As we all know, servant leaders are found throughout an organization. They are not all at the top of the hierarchy. Nicole Lowe, a dispatcher for the Carrollton Police Department is a great example of a servant leader who positively impacts the people she works with as well as the rest of the police department and the Carrollton community.




Imagine yourself in a fire and police telecommunications center. Telephones constantly ringing, fire fighters and police officers demanding your attention on the radios, and monitoring three or four computer displays at once. Oh, and by the way, one minor misstep or miscommunication could cost a life! With all of this communication going on, you could imagine that communicating between telecommunication shifts or with other organizational departments would be an afterthought. We thought differently, however, and decided that a newsletter could be a perfect communication tool not only to communicate between shifts, but to our external stakeholders. Everyone wonders about the people behind the double blue doors. Who are we? Why did we choose to be a dispatcher? What is a day in the life of a dispatcher like? I decided we were about to show them.



I borrowed the newsletter idea from a co-worker that was a part-time employee at the time. I just so happened to observe her putting the finishing touches on the newsletter for the other company where she was employed. After asking her a few questions, I decided we needed a newsletter. At the time the newsletter was created, overtime was an everyday occurrence. Everyone came to work knowing they would have to work 12 hours. Other city employees would always express their gratitude and how sorry they felt for us. At first, I was glad to hear appreciation and concern from other city employees, and then I realized they thought we were overworked and didn’t enjoy our jobs.



I quickly sent the management team an e-mail asking them if they were okay with me creating a departmental newsletter. After I got the green light, I began soliciting feedback, ideas, and help from my co-workers. Since I borrowed the idea from Michelle, I asked her questions every chance I could get. She would always give me good tips and advice. The first newsletter was put together in 2 weeks. I remember Dustie and me working hard to come up with material for it. Michelle and I worked on the design part. To be honest, I think everyone helped me get the first newsletter out.

I think everyone was excited about our first newsletter.  I received a lot of positive feedback and helpful tips from my co-workers.  Since there had been a lot of projects that had been started and then stopped, everyone was waiting to see how long the newsletter would last.  I had already made up my mind that it was here to stay and I was willing to put in all the work.  I tried to make sure that I took the good and bad criticism in stride.  I didn’t want anything negative associated with our newsletter. I was always excited when I learned something new and when I sent the newsletter out every month. I began to see how “team” spirit grows.



That was three-and-a-half years ago. Now, 40 issues later, we have received two awards and had a lot of fun. I even spoke at a


professional conference to share how we use our newsletter to keep everyone in on what’s going on, build a caring, high-trust community and both model and teach servant leadership. By listening for questions and unmet needs we have been able to have some fun giving our leaders a voice in our newsletter and helping to turn problems into opportunity.

The CPD Newsletter staff

Tamara Perez, Rashahn Chatwin, Lori Ponder, Nicole Lowe & Cheryl Bramlett

Life/Work Balance: The Secret of Always Having Something Fun to Anticipate!

At the most recent Southwest Airlines Culture Committee Meeting, my good friend Scott Andrezjwski, who is an Aircraft Mechanic for Southwest Airlines, told me he had taken up a new hobby and was really enjoying it. Our team has been doing research for strategies to create and maintain extraordinary Life/Work Balance so my curiosity was eager to learn more. When I asked what triggered this change in his life, he shared the following story:

“To answer your question about daring myself to learn to play the piano.....You are to blame, Ann! Yes you! After last year’s Culture Committee Meeting that found you doing your playful, and not-so-polished tap dance in front of the group (as you said just like kids would do in a spontaneous show in the backyard), you asked us what our childhood dreams might be that we never had the courage to act on. I took that thought home. Besides my dream of becoming the next quarterback of the Pittsburgh Steelers, I always had a fascination with the piano. I don't know why. No one in my family played. In fact, I didn't know anyone that had a piano or played it. I'm racking my brain right now and still cannot think of why I liked the piano. I have never had a music lesson of any kind. I sang in the choir in Middle School, but that was about the extent of my musical talent. So, since my professional sports days are long past, I dared myself to learn piano. I guess it was my New Year Resolution.

I knew I wouldn’t find the time for individual lessons, so I found http://www.learnpianoonline.com. It didn't cost very much, so I joined. I purchased a very inexpensive keyboard. I figured if I didn't like it, I could always give it to a niece or nephew as a gift. My investment is minimal; I just have to find the time. I do it at home, at my own pace, without any pressure. It has been fun and Challenging!


I'm about midway through the lesson plan. The further along it goes, the harder it gets. I can actually read music now. That in itself is remarkable, but I still have a long way to go. I can play any beginners music now. Simple stuff like: “Mary Had a Little Lamb,” “On Top of Old Smokey,” “Skip to My Lou,” and “Jingle Bells.” It's been fun, but I wish life wouldn't get in the way so much. Our jobs, homes, family, relationships and hobbies take way to much time out of the day. Maybe that's why we all long to be that kid again. Life was so much easier back then.


Hopefully I will finish all the lessons. If I do, maybe I'll play my first recital during a Culture meeting. Whether I do or don’t perform for all our friends at Southwest Airlines, I’ll still have a fun new way to keep my life energized. It’s been fun learning and creating something new, something outside my comfort zone. I’ll keep you informed of my progress.”

I encouraged Scott to remember to enjoy this new interest purely for the fun of it and not with the expectations of mastery that he brings to his work as a top-notch Aircraft Mechanic. As kids, we only stuck with new interests as long as they were fun and that was a big part of the magic. Can you recall that sense of enticing pleasure and adventure?


I am remembering a great story from our good friend, Ed Platt, and electrical engineer who was then Plant Manager at a very demanding power plant in Central Texas. There was a great deal of stress due to contentious union negotiations. When I challenged the leaders of Ed’s company to find a fun hobby to explore and enjoy, both to increase their energy and to nurture their creative spirit, Ed discovered the fun of creating with stain glass. He would doodle designs in the endless business meetings that are part of being a plant manager. And then go home and head to his work shop after dinner to enjoy executing his ideas.


When his colleagues discovered his new hobby and how prolific he had become designing in stained glass, they asked how in the world he found the time. He responded, “It’s easy! I look forward to working with this creative outlet in the time I used to spend just feeling tired.” He noted that as a result of this new-found interest, he rested better and enjoyed more energy, more patience, and better attitude.


Remember as kids when we would challenge each other gleefully with, “I double- dog dare you!” Well I double-dog dare you to go find a new special interest and enjoy it just for the fun of it! As you do, notice the quality and quantity of fresh energy you experience. When something is fun for us, our brain emits endorphins which thin the blood, open tiny capillaries and enhance not only our energy and intelligence but also our creativity, immune system and patience. We sleep better and become more intuitive.


In essence, child-like play is the magic that makes all of life more rewarding, fun and productive. What’s fun for you and when are you planning your next adventure?

I Double-Dog Dare You!!!

Left, Gary Kelly. CEO Soutwest Airlines.

Right, Scott Andrezjwski. Aircraft Mechanic.