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True
leadership must be for the benefit of the followers, not the enrichment of the leaders.
--Robert Townsend, Up the Organization
Leadership has been around since time began. It has taken many shapes and forms and
gone through many changes over the centuries. In the 1980's, Wess Roberts wrote a
book entitled Leadership Secrets of Attila the Hun. Although it did make some points
of the do's and don'ts of leadership, what it failed to point out was that Attila
the Hun was a ruthless human being with a take-no-prisoners philosophy. Certainly
not a leadership philosophy that is healthy or one that encourages staff development.
According to Larry Wilson in Stop Selling, Start Partnering, "Leaders are focused
on vision, mission, and, most important, people. Contrary to popular belief, they
are not autocrats; they are not in the position to be served, they are there to serve."This
is certainly a reversal from the days of Attila the Hun or Ebenezer Scrooge when
workers were expected to shut-up, put- up and perform or they were fired. There was
a time when most organizational leaders were at the top of the hierarchy. They were
autocratic, and focused on the powers they had as a leader, not the individual employees.
Leaders of the past were strong believers in the chain of command and were very bureaucratic.
In order to survive in the new century, leaders know instinctively, that it is no
longer "management as usual." Leadership is a key element to make an organization
effective, especially in the customer care realm. Leaders within organizations are
responsible for seeing what needs to be done in the future and then getting out of
the way of staff so they may implement the changes in order to serve the customer
at an optimum level. Strong and capable leaders formulate an organizations vision,
stabilizes and/or creates a solid organizational foundation and structure and then
create an environment where individuals truly want to do their best work for their
clients, teammates and the business.
Let's examine the qualities a leader in the 21st Century will need to lead their
staff, provide optimum customer care and succeed in our rapidly and ever changing
business world. As a 21st Century leader, you will need to:
Have visionary ability to see the big picture. True leaders see possibilities.
They are able to motivate staff and key players toward the future. Employees need
a clear idea of where the organization is going and why it is important for them
to help implement the vision. Simply stating this is the organizational vision is
not enough. It must be repeated regularly, visualized, conceptualized and embraced
by staff so they understand why it is important for them, the customer and the organization
and how ultimately they will personally benefit from the creation of the vision.
Surround yourself with people who complement your weaknesses. Secure leaders
are not afraid to acknowledge their weaknesses and surround themselves with individuals
who have strong skills in their weak areas. When an organization has a solid foundation,
it is able to satisfy all client needs. That means regardless of the challenge, there
is someone within the organization able to work effectively with each customer and
their individual challenge.
Take risks. To move forward, you must be willing to risk. It does not mean
making decisions based on minimal information or that defy logic. It does mean, however,
that you are willing to support the recommendations of your staff and are able to
let them move forward on a project using their expertise, not yours.
Walk your talk. According to John Huey, "Ninety-five percent of American
managers today say the right thing. Five percent do it."If you don't walk your
talk, you are not believable. Every fiber of your being as a leader is on the line
everyday if you do not practice what you encourage staff to do.
Be not afraid to say, "I goofed". Your willingness to admit to others
your mistakes is a direct indication to staff that you are humble and vulnerable.
Additionally, when you are willing to admit mistakes, their trust in you soars. Staff
will also take calculated risks that are vital for growth within an organization.
Knowing they will not be punished or condemned for mistakes they may make along the
way is important.
Know the strengths and weaknesses of your people. In order to grow your team
and the individual members, you must know the abilities of your staff. That means
a clear understanding of their knowledge, ability and skills. Structure your leadership
style and individualized training and development programs for each team member.
The better you know your staff and their abilities, the more you will be able to
help them.
Empower your staff. Nordstrom's has one organizational rule: "Use your
good judgment in all situations. There will be no additional rules."Nordstrom's
trains their staff to provide optimum satisfaction for each and every customer. Once
the employee is trained, management steps back and lets the individual do their job
without interference or constant meddling. When staff is empowered to do their job,
their self-esteem soars, clients are happier since their needs are fulfill immediately
and organizations grow.
Grow your staff. Most employees want to succeed. A strong leader helps others
grow by providing support, training, resources and guidance to help the employees.
Granted you may ultimately lose the individual to another organization, but in the
meantime, your business is directly benefiting from their increased skill level.
Delegate. Strong leaders are not afraid to delegate. Individuals develop when
they are given new and additional tasks to perform. Additionally, an organization
that is managed by a leader who is unwilling to give up control will never increase
in size, nor will the clientele be satisfied since decisions cannot be made without
the boss's approval.
Communicate clearly. Communications is a never-ending process. Most managers
spend at least 60% of any given day communicating with others. Eighty percent of
that time is spent listening to others. Successful leaders are able to constantly
communicate the organization's vision at all levels. Additionally they are able to
understand the information being presented to them from a variety of sources and
then present it in a manner that everyone understands.
Be available and visible. One of the most stirring moments in the movie Gettysburg
was when General Robert E. Lee got on his horse and went to be with his troops. He
knew his appearance would motivate them and provide emotional support for the long
battle that lay ahead. Employees of today are no different. They want to see their
leaders. They want to know the leader cares about them as individuals and that they
understand the challenges they are encountering on a daily basis. This can only be
accomplished if the leader is available to the staff and has first hand knowledge
of the tasks and duties the employees is performing.
Lead with integrity. People only trust leaders who are honest and fair. Employees
need to know and believe they will be treated equitably. A successful leader is willing
to be vulnerable in order to win the trust of their staff. Additionally, honesty
creates trust within the organization, employees, clients, suppliers and the industry.
It has long been my contention that how leaders within an organization treat their
employees is how the staff will respond to the internal and external customer. If
an organization wants employees who are not afraid to risk, are willing to go the
extra mile for the customer and want to be part of the business' success, then they
must provide leaders who are willing to walk their talk, can communicate a vision
and are willing grow and embrace the abilities of everyone.
©2000
Eileen O. Brownell, Chico, CA. All Rights Reserved.
Eileen O. Brownell
is President of Training Solutions, a Chico, CA based firm. For over 25 years, Eileen
continues to be noted as the 'high-energy' speaker and trainer who captivates her
audiences and makes learning a lasting experience. Her expertise is in the areas
of customer service, conflict resolution, communication, and team development. Eileen
specializes in working with organizations that want repeat and referral business,
and with people who want to exceed customers expectations. She is the author of The
12 Secrets of Unforgettable Customer Care. Call Eileen at 888-324-6100 (e-mail
Trainstars@aol.com) for more information on her
speaking/training services and learning tools ( www.eileenbrownell.com).
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