Tag Archives: Caring

Monday Morning Moment – 6 Basic Elements of Leading Well – Dave Mills

Leadership is a process that has been a great interest all my adult life. There’s this man I know well who actually spends concentrated time studying about leadership, both through books and observing it in practice. He has had the experience of being a leader of few and many. He has managed teams, budgets, and action plans. Other times, he has led only by influence, without authority. He is my go-to person on what is good leadership – which is never a finished product. Leadership changes as organizations and cultures change.

Yet, the basic elements of leadership that builds leaders and, at the same time, gets the job done are foundational.

The man is my husband. He, from time to time, has also been my boss in the workplace. Dave Mills wears many hats. He most recently applies himself to risk/crisis management, security processes, and strategic partnerships. Making leadership development happen is his professional happy place.

In the training he does on Leading From the Heart, he lays out these 6 Basic Elements of Leading Well. With permission, they are excerpted in brief below:

  • Be clear about what you want personnel to do (What)
  • Make sure they know why it is important (Why)
  • Make sure they have what they need to do the job (How)
  • Give them a way to know how they are doing
  • Follow up regularly on priorities and progress (accountability)
  • Make sure they know you care about them

This is intended to help leaders understand what they need to provide for people to thrive in their work. This doesn’t address vision or strategy; it focuses on the people part of the process – the interaction between leaders and those we are responsible to lead.

For someone to thrive in a job, they need all six of these in place.

6 Basic elements of leading people:

1. What:  Be clear about what you want them to do.

People tend to underestimate the amount of communication effort required to achieve clarity.  This requires repeated communication to hammer home a clear understanding of the task. A feedback loop where you ask the team member to explain the assignment back to you is essential.  Even when they can do that, you still need to revisit it regularly.  Do not short-change the work involved to achieve clarity.

[This is very different from micro-managing. This is empowering through comprehensive, understandable information-sharing.]

2. Why:  Make sure they know why it is important.

Do not assume that employees understand why the task is important.  Make sure that is clearly communicated.  If they already know the importance, it helps them to hear it so they know their leader understands the importance.

This is often neglected.  Sometimes it is because it is assumed that the person knows why the task is important.  Sometimes it may be obvious why it is important.  However, it is worth unpacking that together to reinforce the importance of the task and your confidence in the person to successfully carry out the assignment.  The most common scenario is probably just to ignore the issue and never bother to help the person understand why their work is important.  This is one of the points in Lencioni’s three characteristics of a miserable job.  He calls it irrelevance.

3. How:  Make sure they have what they need to do the job.

When you assign a task you must be sure that the person has what is needed to do it.  This may involve resources, like access to equipment or funding.  It may be knowledge.  It may be connections to other people.  There may be a training need.  Or it may be capacity.  Do they have the capacity to take on the task you are assigning to them?  Make sure they have capacity, or free them up from something else, or give them someone to help them with the task.  Also recognize that sometimes at the beginning it may not be clear where the gaps are.  This is something that should be regularly revisited with people – Don’t forget to ask them if they have everything they need.

[This is another area where micro-managing would stifle rather than empower employees. Give team members the authority to get what they need to get the job done.]

4. Give them a way to know how they are doing.

People need to know what a good job looks like.  At the end of a day they need to be able to assess whether or not they did a good job that day.  What are the most important outcomes that you are expecting from them?  Have you expressed these in ways that can be quantified?

5. Accountability: Follow up regularly on priorities and progress.

Check in with them regularly, with intentionality, about progress and priorities.  The leader must take responsibility for driving this.  The frequency depends on the employee and situation, but there should be a regularly set time.  This needs to be a one-on-one conversation with each direct report to discuss what progress has been made since the last check-in and what are the priorities to be focused on until the next check-in.

Not only do you give them a way to assess their own performance, you regularly review their progress and provide feedback on how they are doing.  This is a good opportunity to revisit whether or not they have everything they need to accomplish the assigned work.  This is where coaching and accountability happen.

6. Heart level connections: Make sure they know you care about them.

Relationships are key to leadership.  You need to be intentional and deliberate about building heart level connections with those you lead.  There is an enormous amount of research indicating the importance of this.  If you do all the other parts of the process well and fail on this one, your people may endure your leadership but they will not thrive.  On the other hand, if you are not so great on some of the other parts but do this one well, people will cut you a lot of slack if they know you care about them.  Relationships are the oil that keeps the work machinery going.  Like having something with a lot of moving parts – as long as the oil is there, it runs smoothly.  If you throw some sand in the works, it doesn’t run so well and over time it will grind down to a point where it doesn’t work at all.

Caring about our employees (direct reports, in particular) involves investing in their development. Proactively looking for ways to help someone improve and grow in their work is a very caring and practical thing to do.

[Be careful that you, as a leader, don’t presume a relationship exists. This is only effective when the employee experiences the relationship as positive and caring.]

– Dave Mills, Leading From the Heart

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What do you think? Any element you could use as a leader or team member? In our work (both together and in work independent of each other), Dave and I also believe that leadership development – intentional and proactive – should begin at orientation. The tendency in the workplace is to load development on those already in authority. Entry level and mid-level employees don’t always have benefit of the care needed to provide opportunity to grow and develop in their areas of expertise. It is something to consider on the order of company core values.

Lastly, I just wanted to give a shout-out to some of the folks who have demonstrated excellent leadership to Dave…as well as those in relationship with him who have developed as excellent leaders themselves during the time they worked together. These make for long and rewarding relationships across a lifetime of work.

[Just a few of those remarkable ones are in the following images]

Monday Morning Moment – What You Think of Others Matters – Workplace Wisdom – Deb Mills

Monday Morning Moment – Servant Leadership – Trending Forward

Photo Credit: Tri Pham, FLickr

The servant-leader is servant first.

It begins with the natural feeling that one wants to serve. Then
conscious choice brings one to aspire to lead. The best test is: do those served grow as persons; do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?Robert K. Greenleaf
“…more likely themselves to become leaders” – Isn’t that how you thought Greenleaf would end that sentence? I read it that way. We don’t naturally think of aspiring to serve – “moving up the ranks” to better position ourselves to serve.
Why write about servant leadership?
So much has been and continues to be written about servant leadership. The terms change and trend a bit differently over time. Of late, relational leadership has gained in popularity. This type of leadership is defined as “as a relational process of people together attempting to accomplish change or make a difference to benefit the common good.”
I love that concept and style of leading, but servant leadership goes even farther. Relational leaders can focus on their particular team or tribe, in a mentoring, collaborative role…for the good of those leaders and the organization and client base. Servant leaders aspire to a wide reach. Not just leader to leader, but to permeate the whole of the organization with an ethic that everyone, at every level, matters. This is a huge aspiration but the gains are huge as well.

Marcel Schwantes, founder of Leadership from the Core, has written a piece on the 10 Leadership Habits Found in the World’s Best Leaders. These ten habits are derived by Larry Spears from the Robert Greenleaf‘s pioneer work in servant leadership. Read the article for Schwantes full commentary, but the 10 habits follow:

  • Listening
  • Empathy
  • Healing
  • Awareness
  • Persuasion
  • Conceptualization
  • Foresight
  • Stewardship
  • Commitment to the Growth of People
  • Building Community

Another list of qualities to consider is posted by business leader Skip Prichard‘s 9 Qualities of the Servant Leader. Both Prichard’s list below and Schwantes’ list above are excellent markers for your own leadership:

  • Values diverse opinions
  • Cultivates a culture of trust
  • Develops other leaders
  • Helps people with life issues
  • Encourages
  • Sells instead of tells
  • Thinks you, not me
  • Thinks long-term
  • Acts with humility

Finish the whole of his article here (and don’t miss the comments – fascinating).

Photo Credit: Virginia Guard Public Affairs, Flickr

Marcel Schwantes has also written 10 Compelling Reasons Servant Leadership May Be the Best, Says Science. In this piece Schwantes tackles the misconceptions about servant leadership as well as the many reasons why it’s the best form of leadership. I personally love this article because the evidence of the kind of company that prospers under servant leadership is undeniable. We know these organizations by their service – like Chick-Fil-A, Southwest Airlines, Home Depot, Ritz Carlton, FedEx, UPS, U.S. Marine Corps, and many others. Very persuasive.

Finally, I’d like to share General Stanley McChrystal‘s view of leading “like gardeners”. My husband is a gardener. Even after a long, tiring day at his regular job, he puts in the time necessary to tend the plants he’s growing. Bent over, on his knees sometimes, doing the work of nurturing them to reach their maximum fruitfulness.

“Regular visits by good gardeners are not pro forma gestures of concern—they leave the crop stronger. So it is with leaders.”

Employees and customers know the experience (or lack thereof) of the leader who truly attends to their needs. No drive-by visits here. No sprinkling of some corporate fairy-dust just by the sheer presence of the leader in the room, or the building, or on podcast/commercial.

McChrystal warns against the leader who becomes too important to personally serve his personnel or customers.

“I would tell my staff about the “dinosaur’s tail”: As a leader grows more senior, his bulk and tail become huge, but like the brontosaurus, his brain remains modestly small. When plans are changed and the huge beast turns, its tail often thoughtlessly knocks over people and things. That the destruction was unintentional doesn’t make it any better.”

Always in thinking of leadership, we are tempted to look to our own leaders…to measure them by the scale of excellence (seen above). The servant leader is servant first. Don’t get muddled up by checking off what your leader is not. Serve that leader, as you serve other personnel and customers. Serve. Serve by leading. Lead by serving.
“Servant-leadership is more than a concept, it is a fact. Any great leader, by which I also mean an ethical leader of any group, will see herself or himself as a servant of that group and will act accordingly.”
[Please don’t miss the links below…especially those not mentioned in this blog. Also please share examples (in Comments section below) of servant leadership you have experienced…or your own personal journey in becoming a servant leader.]
Journey strong. Serve long.

YouTube Video – Servant Leadership – Leadership From the Core – Marcel Schwantes

10 Compelling Reasons Servant Leadership May Be the Best, Says Science – Marcel Schwantes

9 Qualities of the Servant Leader – Skip Prichard

The Understanding and Practice of Servant-Leadership – Larry C. Spears

General Stanley McChrystal: We Should All Lead Like Gardeners

Glassdoor’s 2017 Best Places to Work Rankings: The Importance of Common Purpose – Barry Sanders

Monday Morning Moment – True Humility in Leadership – So Not Cliché – Deb Mills

Monday Morning Moment – 7 Skills of the Top Leaders of Tomorrow – Whatever Your Age or Stage – With Matt Monge – Deb Mills

Larry C. Spears and Robert K. Greenleaf

The World’s 10 Top CEOs (They Lead in a Totally Unique Way) – Marcel Schwantes

World-Class Customer Service – The Key Is Caring – Horst Schulze on a Culture of Service – Deb Mills

Monday Morning Moment – 3 Quick Reads on Leadership – to Help You Stay the Course, Not Be a Jerk, While Being Innovative – Deb Mills

Happily Ever After – What Makes Relationships Work – Poster – Frank Sonnenberg

5 Friday Faves – Spring Flowers, Podcasters, Organization, Caring, and Frosted Strawberry Lemonade

Happy Friday! We made it! You know those weeks where so much is going on it’s hard to process it all? I’ve surfed on top of the waves of this week…thankful for all the helps along the way. How was your week?

Always glad to hear your views on life, not only on the Friday Faves, although they’re fascinating, but on anything you want to talk about. Please share in Comments below.

Here are my Friday Faves. Enjoy!

1) Spring Flowers – Search “Spring” on my blog and you will find several posts on this incredible season. We’ve lived in countries where Spring isn’t as obvious as it is here, but Spring comes all over the world, in subtlety and in glorious spectacle. Where we are, trees are flowering, buds are popping, and leaves are unfolding. Oh the beauty of the earth! Love!

2) Podcasters – So many to choose from. I’m a late adopter but have found this sort of information-sharing very helpful. You can find some of my favorite podcasts before here. When our favorite classical guitarist livestreams on KrueTV, I wonder when podcasting might become part of the features of this unique music platform app. Anyway, this week I discovered a couple of great lists related to podcasting. One is a “best of ” list of 12 leadership podcasters by Lolly Daskal. Her article is a good place to start in getting solid content on leadership. The other is a fascinating piece by Tom Hunt – Why You Should NOT Start a Podcast: Insights From 12 Top Podcasters. Photo Credit: Flickr

These guys give a bit of their stories and their counsel on what is required to build an online community and have a successful podcast.  Great reading!

3) Organization – Fuzzy boundaries and project piles are part of my battle in life (work and home). Love to keep my options open, I guess. It requires all the discipline I can muster to finish well. When folks write about organization, routines, and habits, I take note. The best articles are those that are consummately practical – and encourage rather than condemn.Photo Credit: Flickr

My 4 favorite reads this week on this topic are:

Quotations About Habits

4) Caring – In recent months, I have been increasingly aware of two health issues requiring great insight and caring – 1) Adverse Childhood Experiences and 2) Alzheimer’s Disease. A film debuted in 2015 titled Paper Tigers. Its focus is a high school in Washington state and how the staff and other caregivers began turning things around for traumatized high schoolers who deal daily with toxic levels of stress. These are the same kind of kids that too often get less care than more because they are difficult to engage.Photo Credit: Marshfield News Herald

Much of their struggle goes back to adverse childhood experiences (or ACEs). Here is the trailer for Paper Tigers:

Love Your Neighbor – the Resilience Movie and Adverse Childhood Experiences (ACEs) – DebMillsWriter

Alzheimer’s Disease is a frightening disease as we watch someone we love change and diminish, both in their thinking and their function. As hard as it must be on the one who has dementia, it is also devastating to those who love that person. That’s what makes it so amazing when a son, for instance, takes the time and effort to honor a mom with dementia. Joey Daley, of Lima, Ohio, has taken on a video project to document their journey through dementia.

I haven’t watched all the videos, but the ones I’ve watched have allowed us, strangers to their experience, to see inside their relationship in a difficult time. His visits with his mom are as sweet as any son’s would be…with dementia added. He knows, and we know, the days will become more difficult. I think we will see his love for her endure…

YouTube Video Series – Joe Joe – A Mother and Son’s Journey with Dementia

MollyJoey Facebook Group

5) Frosted Strawberry Lemonade –
Chick-Fil-A, a US restaurant chain, has this incredible refreshment blending ice cream with lemonade. I already raved about their frosted lemonade here. This Spring, there’s a seasonal addition to the menu. Strawberries added – enough said.

Photo Credit: The Chicken Wire

Bonuses

3 Embarrassing Networking Mistakes Everyone Makes (And What You Should Do Instead – Brian D. Evans

Effective Strategies to Get More Social Engagements – Katherine Brunt

YouTube Video – Mom’s Rant on Red Ribbon Week

YouTube Video – Carl Hardee Sr. Returns

Monday Morning Moment – A Word of Wisdom for the New Year – Holding Onto Good Employees

Photo Credit: Forbes

It’s the end of the year…anyone who is able is grabbing those vacation days and running with them. Probably few people are reading leadership posts this week, but even on end-of-year time off, I still think about the workplace. Occupational hazard (so to speak).

Thinking about the coming year always sets momentum for change for me. Not just wishful New Year’s resolutions…but actually taking strategic steps toward some change or another. When I came across Ron Carucci‘s post this week on leadership, he got me thinking about what keeps us on our jobs…and what causes us to pull away.

Thinking about work, we gravitate to what challenges us more than what satisfies us. Having interesting work, close colleagues, and a good boss would be a wonderful way to start the new year. If that’s your situation, then you should be off sipping hot cider, head in that new book, or playing games with your grandchildren.

If the challenges of your job are causing you to rethink whether to stay or look for other work, take some time to evaluate what is it that would put you on such a course of action. Having a job at all is no small thing. Go slowly in changing course and know, for sure, why you would make such a change.

There’s a cliché that surfaces in leadership articles (like the ones linked below) which speaks to the reasons why employees quit. It goes something like this: “People don’t leave jobs; they leave managers.”Photo Credit: Pinterest

Bosses have their own struggles – balancing the bottom line with keeping their employees equipped and engaged. It can be complicated to keep the customers, employees, and investors all pleased with their efforts and the product/service provided. Still…it is those in leadership that have the onus of keeping the best employees on the job.

So much has been written about this, because losing good people is hard on everyone in the workplace. Carucci talks about the three types of power that bosses wield: positional, relational, and informational. Using their power, managers can do much to assure fair treatment throughout divisions, to invest personally in individuals and teams, and to keep information pathways open and multi-directional. Read more of Carucci’s advice here…and here.

I’ve had some great bosses across my career – bosses that made me want to stay even when the work had become too hard or too same and colleagues had become too wearisome (or maybe it was me). There were times I stayed because of my relationship with that boss.

One of those bosses was Mary Florence Woody. In my first job after graduate school, she was the director of nursing of an 1100-bed inner-city teaching hospital. I interviewed with her for the oncology clinical specialist job. In my mid-20s, full of youth and confidence with little understanding of how much I didn’t know, I presented myself to this great lady. She was a giant in nursing in those days, and for all of her career actually. She asked me big questions that day and listened deeply, and somehow I got that job. It was a tremendous launch into a profession that was very kind to me.

Photo Credit: WHSC

Ms. Woody gave me some great counsel that day. She told me not to let my youth or inexperience define me. “If you determine to get to know and revere the people and their work, at all levels, then respect and regard will be returned to you.” Over the whole of my seven years working there, in the role of educator and practitioner, I did as she had advised. Mopping up spills, delivering food trays, making beds, troubleshooting equipment, rounding with physicians, nurses, dietitians, and chaplains. In whatever capacity the patients were served, I tried my hand at it. Not always well…but with persistence. That’s how I learned how valuable each person was on the team…and it helped me have perspective on the piece of care I provided as well.Photo Credit: Massey

Mary Woody helped me from that first day. Did we hang out together? Absolutely not. She had enormous responsibilities and time constraints, but she communicated what mattered.  Ms. Woody cared about her employees and it was obvious to all of us. She also let us find our own way, but not without applying her position and influence on our behalf.

Was I a “keeper”? Not sure…but I never had to guess whether Ms. Woody had confidence in me. She did…and the strength of that kept me out of the ditch for months into that new role. In fact, opportunities came my way that I could never have imagined. Thanks to Ms. Woody and other colleagues like her, I left that job to teach at Yale University…having so much more to offer than before.

All that to say what? When we look to the future as to whether we stay in a job or leave for another one, we must reckon with what matters most to us. There is no guarantee we won’t find a similar set of circumstances in the next job, so there’s that…

I hope you’ll read the Carucci, Bradberry and Myatt articles below. They all resonate with the same message, just different aspects of it. What can make a difference in keeping quality personnel on the job? Care and control are the critical components – more caring and less controlling. Something we can all consider in the new year…whatever our position…

Photo Credit: LinkedIn

Hold onto that resignation letter for a bit.  What would compel you to stay? When the right next job presents itself, take it…absolutely …but know for sure why you’re leaving this job. Then leave burning as few bridges as possible…like Jon Acuff advises, “Make sure you leave with one finger raised high: your thumb. As in, ‘Thumbs‑up guys. Thanks for letting me work here. I’m off to a different adventure, but you guys are awesome.'”

If you stay, maybe you can influence others by genuinely caring for them and by letting go of some control yourself. If your boss struggles in these areas, she could learn from you. Who knows?

Happy New Year…done with thinking about work for today… Bring on the apple cider.Photo Credit: Foodie Misadventures

Bad Mistakes That Make Good Employees Leave – Travis Bradberry

9 Things That Make Good Employees Quit – Travis Bradberry

10 Reasons Your Top Talent Will Leave You – Mike Myatt

World-Class Customer Service – The Key Is Caring – Horst Schulze on a Culture of Service

Blog - Horst SchulzePhoto Credit: Arnezzy.tumblr.com

Just the expression “5-Star Hotels” summons delicious images of ocean views and chic, comfortable rooms and all those tiny touches to insure your return. Though never a guest in such a hotel, I have enjoyed 4-star treatment, and I have been a customer of Chick-fil-A  and Southwest Airlines. All through our days, we are administering and receiving some sort of customer service.

A couple of weeks ago, I had the privilege of learning about customer service from Horst Schulze, a world-renowned leader in the field of luxury hotels. He gained his wisdom and expertise, up through the ranks, and his counsel is applicable to any peopled workplace or organization. Schulze puts caring at the foundation for world class excellence – not just caring about the customer or client (albeit extremely important) but caring for all people (the employees and all who interface with each other in his industry).

Mr. Schulze talks about the service process as three parts: delivering an excellent product (without defect), in a timely manner, with genuine caring. Genuine caring. Not silly over-friendliness, or with casual sloppiness. Genuinely caring for the customer’s personage, time, and purpose for that interaction.

Since his presentation, I have intentionally looked at service very differently. Whether we’re talking about a small business or a large franchise, a school or university, or even such a thing as a church connection team. We can enhance customer satisfaction and loyalty by intentionally and comprehensively setting our culture.

Mr. Schulze is people-oriented – with his employees, vendors, and customers. He manages this in his hiring and training practices and through a vigilant daily (industry-wide) practice of his canon of customer service standards* (definitely worth a read- click on the link below to read the 24 standards). As I listened to him speak, his whole demeanor was that of one who joyfully delights in excellence and bringing it to bear in improving the lives of those around him.

No matter how well we think we’re doing in providing services or responding to the needs of our clients/customers, we would do well to look at the practices of such businesses as the Capella Hotel Group, Chick-fil-A, and Southwest Airlines. You will see this common thread of caring in their philosophies, culture, and standards.

“I dreamed of hotels where every employee comes to work not just to work but to create excellence, where every employee is committed, and where it’s not about creating rules but about every customer being taken care of the way they want to be taken care of.” – Horst Schulze**

“Focus on creating an organization of excellence and have processes where you can transfer excellence. That starts by finding out what is excellent in the eyes of the customer – what the guest really wants from us – based not just on what they said they wanted but what they were really thinking.” – Horst Schulze**

“It’s my responsibility to set standards. I have no right to accept mediocrity or limitation. If you don’t point out flaws, mediocrity will set in. It’s my business to do what is right and not make excuses for mediocrity. I agonize when I make a decision that it is good for all concerned; if it’s not, I don’t do it.” – Horst Schulze**

[Leading by Culture] “Southwest was the first to create a position entitled “Vice President of Customers.” For many years Colleen Barrett held the position. She understood that Customers always come first, and that in order to have a Customer service mindset you cannot separate the importance of the internal Customer (Employees) from the external Customers (passengers). If the internal Customer is happy, it will naturally flow to the external Customer in the form of good service.” – Lessons in Loyalty, Ian BrooksBlog - Southwest Airlines - Customer Service Culture - leapq.orgPhoto Credit: leapQ.org

 “Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one. The word ‘restaurant’ means place of restoration. We think of Chick-fil-A as an oasis where people can be restored.  We’re all people with a lot of emotional things going on that don’t necessarily show on the surface, so we try to offer amenities and kindness that minister to the heart.” – Dan Cathy, President, Chick-fil-A***

Blog - Customer Service - Chick-fil-APhoto Credit: jyontheroad.blogspot.com

“Forty years ago, exceptional was a glass elevator in the lobby; then it became real paintings and fine marble and so on. Now it’s coming back to doing what the individual guest really wants: personalized and individualized service geared not to the market, but to the individual. True luxury today is about responding to each individual guest.” – Horst Schulze**

*Capella Hotel Group’s Canon service standards conceived by chairman and founder Horst Schulze

**Defining Luxury – LEADERS Interview with Horst Schulze

YouTube Video – Horst Schulze- Presentation on Customer Service

Global Leadership Summit – 6 Take-Aways from Day 2 of #GLS15

Summaries on All Speakers of Global Leadership Summit 2015 by David M. Arnold

Notes from the GLS15 – Creating World Cass Service – Horst Schulze

****A Lesson in Customer Service from Chick-fil-A President Dan Cathy

The Chick-fil-A Difference: Why Customer Lingo Matters

Thank you. My pleasure.

What You Can Learn from Southwest Airlines’ Culture

***Lessons in Loyalty: How Southwest Airlines Does It – An Insider’s Point of View

Southwest Airlines – the Airlines with Heart – and One Heart I Know Well