I once worked for two oral surgeons who had decided to make changes in a benefit that their employees had enjoyed for many years. Prior to any official announcement to the team, rumors began to circulate, leading employees to panic because the changes sounded drastic enough to affect our paychecks.
The manager of the office alerted the doctors to the quickly sinking morale in the office and suggested that rumor may be worse than reality, and that they should make an official announcement. The doctors set aside time from the surgical schedule to gather for discussion about the amended policy.
At the appointed time for the meeting to commence, the team members gathered in the front office waiting for the doctors to join them. Then, through the front window of the office, we noticed that the doctors were leaving the office, getting in their cars and driving away.
The office manager sheepishly entered the front room and was greeted by angry team members who now knew that the rumors were true. Rather than courageously face their team and respectfully explain why changes were to be made, the doctors had delegated the ugly task to the office manager. We all felt betrayed and belittled with no chance for open discussion to ensure understanding. It was obvious that the doctors knew they were hurting their employees, and didn’t care.
Being a leader, CEO, business owner, or manager is not easy. And if responsibility for such a title is taken lightly, the role becomes even harder.
I suggest three basic skills that all leaders should strengthen in themselves. They are COMMUNICATION, DELEGATION and APPRECIATION.
- After one airplane mysteriously disappeared and another was tragically blown up, Malaysia Airlines tried to appeal to travelers’ sense of adventure in a year-end promotional campaign this past November: “Want to go somewhere but don’t know where?” the airline tweeted.
- As the SARS super-pneumonia swept Hong Kong, the local tourist board continued to use the slogan, “Hong Kong will take your breath away.”
We’ve all made communication blunders. The key is to minimize mistakes.
As a leader, you must have the ability to concisely state your vision and mission so the team sees it as clearly as you do. Communication is less about the words you use, and more about the way you use those words, and the actions you take to illustrate your words.
- Write a vision and mission statement. Introduce these statements to your team; allow time to discuss; encourage understanding and buy in.
- Use simple words and ask your team to explain your vision and mission in their own words. Clarify any misunderstandings.
- Communicate in person more than email. Email cannot relay emotions and is a communication method that will most likely lead to miscommunication. Discipline in private and praise in public.
- Behave as you want your team to behave. Be consistent, positive and available.
Peter Drucker said, “Management is doing things right; leadership is doing the right things”
What is the right way to do the right things in leadership when it comes to delegation? You must supply the WHAT, WHY, WHEN and HOW to those to whom you are assigning tasks. In other words, a leader clearly defines:
What the task is.
Why the task is important, and the risks to not doing it.
When the task needs to be completed, and when to report back as specific milestones are met.
How the task is to be accomplished. This means that the tools to implement and complete the task must be supplied.
Part of making sure your team has the right tools is by providing training and opportunity for advancement. Show them that developing skills to do more will be rewarded with more – more pay, more benefits, more responsibility – whatever makes sense in your case.
Delegation requires follow up and feedback.
In a pole given to employees around the nation in varied genres of business, they were asked to rate what’s most important in keeping them engaged at work. You may think that number one would be wages, and you’d be wrong.
Clearly defined job descriptions, recognition and appreciation all rank higher than salary when employees are asked which aspects of work are most likely to keep them engaged at work.
Most recent stats in the American Workplace Report tells us that only about 17% of the American Workforce is engaged. Imagine how this lack of engagement affects profitability. Imagine how much company profits would increase if employee engagement was increased?
Appreciation is the key. Showing appreciation is done through listening, understanding, giving feedback, mentoring and team building. The most successful companies are those who focus on their TEAM ahead of their CUSTOMERS. When the team is happy, your customers will automatically happy. When the focus is reversed, the outcome is not as predictable.
Three basic skills of leadership are COMMUNICATION, DELEGATION AND APPRECIATION. You may readily see how you can improve in these areas, AND I’m sure you can identify employees who would be more effective in their responsibilities if they were to improve in these areas. Empower them to do so by showing them how.