COURAGE: 5th in a series of Etech Global Services’s 12 Character Commitments

As I sat down to write the fifth installment in this blog series, I looked at the 12 Character Commitments of Etech to determine which one I’d write about today. For some reason Courage jumped out at me so I chose that character trait to write about this time.

When I write these particular blogs I like to do a couple of things to help spark some inspiration. The first step in gathering inspiration is looking up the definition of that certain character trait.  It’s always helpful to know and understand the meaning of something before you delve in, so getting a good working definition is key.

The second phase of my research is to do a search of articles on that particular trait. I always enjoy reading the wisdom and insights of others to gain inspiration. Often, if I find something that really resonates I will either quote the author or link the entire article.  Today however, was a little different. I actually reversed the order: I searched for articles first and then I looked up the definition.

I think I subconsciously did that because, who doesn’t know what courage means? It’s basically another word for Bravery right? Like a soldier going into battle, or public servants such as Firemen or Police Officers doing their duty in the midst of potentially life-threatening circumstances….. and sure enough, as I googled articles on courage, the majority of articles that came up detailed human heroics that leave us shaking our heads in wonder and appreciation for humans who will put it all on the line, or for people facing grave situations with courage and bravery.  I read through a few of these articles and I was impressed, once again by the human spirit.

However, when I went to the dictionary, THAT was where my inspiration came for today’s entry.  The first definition was just as I expected: COURAGE- the quality of mind or spirit that enables a person to face difficulty, danger, pain etc. without fear; Bravery.  However, the second definition was the one that stood out: To have the courage of one’s convictions, to act in accordance with one’s beliefs, especially in spite of criticism.

WOW!  Somewhat convicting isn’t it?  I certainly thought so. “To act in accordance with one’s beliefs especially in spite of criticism.”  It’s that last phrase that really got me: “in spite of criticism.” That is the type of “every-day” COURAGE that we don’t read about. That is the type of COURAGE that requires the steadiest of mind and will because no one likes criticism.

Yet someone who is unwavering in their deep belief about a certain truth and who moves on that truth, despite getting tons of flack, is truly courageous. It is this type of courage that keeps people on the straight and narrow in life.  It is this type of courage that brings blessings instead of misery.  It is this type of courage that will navigate a family, a business and even a nation through some of the darkest times.   It is this type of courage that can change the world but often does not get the appreciation and that’s the key difference:  one type of courage brings praise while the other can bring criticism.

Now, don’t get me wrong, I’m not, in any way, diminishing the heroic and sometimes life-saving deeds that one human being will do for another. But were it not for the deep, unwavering courage of those who have stood firm in the face of doubt and criticism throughout history, well……. Who knows?

It is this type of courage, the courage of one’s convictions, that we esteem and long to foster here at Etech.  How do we do that?  Hmm, that’s a good question and one that deserves an entry all its own.

Until next time!

Matt Rocco

This blog entry was written by Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at

By |August 15, 2014|


Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.

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