I always look for signs of great leadership. One sure sign that a leader is doing a number of things well is if their ideas are challenged by their team. How the leader handles that challenge is also an important indicator.
Let’s say your idea as the leader is to increase customer service by having all customer service reps use the customer’s name when greeting them each time.
Do you make announcements?
Announcements are for things like the time frames that the parking lot will be closed for maintenance or that a client was acquired by another company.
An announcement of an idea about how we do our business is different. By taking the form of an announcement it is implied that the idea has been vetted by others more important than those receiving the announcement. Therefore it’s more of a pronouncement. Is this the message you want to send? While it may not be your intention, it’s demeaning.
The shift: Approach things from a problem/solution approach. In our example, stating the problem or desire to improve customer service is clearly stated and agreed upon as a valid problem. While it’s best to have everyone involved in the solution, it is okay to float a possibility, like have everyone use the customer’s name in interactions.
For more detailed information email me for the Personal Brilliance Problem Solving Model.
You are now implying that we are working together to solve a problem. It’s no longer an edict but rather guided work on real problems we all are experiencing.
Do people speak up?
People are trained over time to keep quiet. Telling people to hold questions until the end, setting an expectation that you are not to be interrupted, and an overly formal setting all contribute to a lack of interaction.
Do supervisors protect you from their people with reprimands for speaking up?
Can people challenge your idea? Or, do they sit quietly while you drive the bus over the cliff? It’s not leadership if you have to know everything and be the omnipotent grand wizard.
In the military it makes sense that orders are followed without question. That’s not necessarily required in a business setting.
Based on past training it’s necessary that you help people participate and interact with you and your ideas.
For more detailed information email me for instruction to conduct Change Breakthrough Analysis.
Do you change based on that feedback?
Listening is crucial to success. By definition you know less than others who operate on the front lines. Your idea to always use the customer’s name to improve customer service sounds like a great idea but the feedback from your customer service reps will tell you why it’s really not a great idea. Will you listen? Will your ego allow you to hear the valid resistance? Will you work together to create a more effective way to improve customer service?
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