Guest Blogger Patricia Jackson: If you Don't Think Effective Leadership Translates to Customer Service Success, Think Again
Posted using ShareThis
Tuesday, April 20, 2010
Tuesday, April 13, 2010
Which is Better: Being the Boss or Being a Leader?
"The difference between a boss and a leader...a boss says 'go', a leader says 'let's go!'" --E.M. Kelly
When I was younger, I always wanted to be the boss of someone or something. I remember trying to give orders to everyone and everything from our family pets, the dolls in my room and even the other kids on the playground. If I was playing a game with my brother or cousins, I remember always wanting to be the one in charge (gee, if you were to ask my husband, he would probably say little has changed!).
As I have grown older and have been fortunate enough to have been in positions of leadership, I have learned that there is a big difference in being the boss and in being a leader and for the record, I choose the latter. Here are a few insights I have learned along the way that has helped shaped my way of thinking:
1. The boss gets respect; the leader earns it.
2. The boss depends upon authority; the leader on good will.
3. The boss inspires fear; the leader inspires enthusiasm and motivates.
4. The boss says ‘ME; the leader says ‘WE.’
5. The boss places blame; the leader takes responsibility.
6. The boss tells you how; the leader shows you how.
7. The boss shows who is wrong; the leader shows what is wrong.
8. The boss depends on their title; the leader depends on others.
9. The boss says ‘Go’; the leader says ‘Let’s go.’
10. The boss is a risk; the leader takes them.
When I reflect back on the question, would I rather be a boss or a leader, I am glad that that the little kid in me who always wanted to be the boss grew up into the adult who knows it is more important to be a leader.
When I was younger, I always wanted to be the boss of someone or something. I remember trying to give orders to everyone and everything from our family pets, the dolls in my room and even the other kids on the playground. If I was playing a game with my brother or cousins, I remember always wanting to be the one in charge (gee, if you were to ask my husband, he would probably say little has changed!).
As I have grown older and have been fortunate enough to have been in positions of leadership, I have learned that there is a big difference in being the boss and in being a leader and for the record, I choose the latter. Here are a few insights I have learned along the way that has helped shaped my way of thinking:
1. The boss gets respect; the leader earns it.
2. The boss depends upon authority; the leader on good will.
3. The boss inspires fear; the leader inspires enthusiasm and motivates.
4. The boss says ‘ME; the leader says ‘WE.’
5. The boss places blame; the leader takes responsibility.
6. The boss tells you how; the leader shows you how.
7. The boss shows who is wrong; the leader shows what is wrong.
8. The boss depends on their title; the leader depends on others.
9. The boss says ‘Go’; the leader says ‘Let’s go.’
10. The boss is a risk; the leader takes them.
When I reflect back on the question, would I rather be a boss or a leader, I am glad that that the little kid in me who always wanted to be the boss grew up into the adult who knows it is more important to be a leader.
Transition and Adapting to a New (and Happier) Normal
Last week, I received three different invitations to speak at three different events on various topics. At first, I thought I was being invited because the conference coordinators had gotten wind about my book coming out this summer and that they were inviting me to speak about the leadership insights I wrote about in the book. Generally, when I am invited to speak, the topics are leadership, customer service and lately, workplace bullying. However, this last call took me by surprise.
I was asked to speak to a group of seasoned executives who have recently been faced with job loss and/or in the midst of a career transition. Clearly, I thought he had called the wrong person. Why would you want me to speak about something that I am currently experiencing myself? Heck, I am still figuring it all out for myself!
As we discussed the topics of how transitioning and facing obstacles can lead you towards following your passion and greater opportunities in greater detail, it finally clicked. We discussed my move from Ohio to Texas a few years back. I had initially thought it was my dream job, only to find out that it was more like a nightmare which began and ended in less than two years. I will spare you all of the details but suffice it to say that the transition provided me with enough material to write several books on ineffective leadership and why it is important to start “doing the opposite”.
During the course of our conversation, I stated that my transitions have allowed me to learn that it is okay to adapt to a new normal, when he suddenly exclaimed, “That’s it!” “What’s it?” I asked. “That is the topic that we want you to talk to our group about. Adapting to a New Normal!” he replied.
Although the presentation is still a few months away, I have been thinking about how to structure my talk so that the message inspires and motivates the audience. Yes, I moved over 1,400 miles away from my family and friends (and certainly out of my comfort zone) for what I thought was greener pastures, but reflecting back, the move was a necessary part of my journey which is leading me down the path that I now follow.
Yes, it is hard to lose a job, but sometimes that loss is the vehicle needed to see and follow your true passions. Yes, I have met some wonderful people since moving to Texas and now I have an opportunity to realize that I need to get out and meet more to build my network and grow as a person and as a professional. Do I have regrets? The answer is NO! Do I miss the nice salary that afforded me the ability to vacation when I wanted, shop where I wanted and dine out as often as I wanted? Sometimes maybe, (wish I could have purchased that Tiffany’s bracelet I wanted the other day) but at the end of the day, when all is said and done, I am glad I am in a stage of transition where I am able to create and adapt to a new (and happier!) normal.
I was asked to speak to a group of seasoned executives who have recently been faced with job loss and/or in the midst of a career transition. Clearly, I thought he had called the wrong person. Why would you want me to speak about something that I am currently experiencing myself? Heck, I am still figuring it all out for myself!
As we discussed the topics of how transitioning and facing obstacles can lead you towards following your passion and greater opportunities in greater detail, it finally clicked. We discussed my move from Ohio to Texas a few years back. I had initially thought it was my dream job, only to find out that it was more like a nightmare which began and ended in less than two years. I will spare you all of the details but suffice it to say that the transition provided me with enough material to write several books on ineffective leadership and why it is important to start “doing the opposite”.
During the course of our conversation, I stated that my transitions have allowed me to learn that it is okay to adapt to a new normal, when he suddenly exclaimed, “That’s it!” “What’s it?” I asked. “That is the topic that we want you to talk to our group about. Adapting to a New Normal!” he replied.
Although the presentation is still a few months away, I have been thinking about how to structure my talk so that the message inspires and motivates the audience. Yes, I moved over 1,400 miles away from my family and friends (and certainly out of my comfort zone) for what I thought was greener pastures, but reflecting back, the move was a necessary part of my journey which is leading me down the path that I now follow.
Yes, it is hard to lose a job, but sometimes that loss is the vehicle needed to see and follow your true passions. Yes, I have met some wonderful people since moving to Texas and now I have an opportunity to realize that I need to get out and meet more to build my network and grow as a person and as a professional. Do I have regrets? The answer is NO! Do I miss the nice salary that afforded me the ability to vacation when I wanted, shop where I wanted and dine out as often as I wanted? Sometimes maybe, (wish I could have purchased that Tiffany’s bracelet I wanted the other day) but at the end of the day, when all is said and done, I am glad I am in a stage of transition where I am able to create and adapt to a new (and happier!) normal.
The Path to Management is More Than Just a Title: Be Careful What You Ask For
The other day I received a phone call from a gentleman who used to work for me. It had been some time since we last spoke and I was eager to catch up on what was going on in his life and career. He shared with me that he is frustrated in his current role at his company and was in search of something more fulfilling. I asked if he had started applying for positions that better suited his interests and skills, and he replied that he had been looking both internally and externally but had not found anything yet.
As the conversation went on, I asked what type of position he was looking for and he replied that he wanted to get into “management”. In his current role, he is a customer service representative and has held similar positions like that in the past. From what I remember of his work experience, he has not held a position that involved management responsibilities, so I asked (hoping not to offend him), “Why management?”
Like many people I have spoken to over the years that have expressed a desire to break into management but who have unfortunately lacked the experience needed to get their foot in the door, I offered a few suggestions that may help him make his transition a little smoother, if in fact, he decides to follow the management career path.
1. Ask someone in a leadership role if they would be willing to mentor you and discuss the benefits, as well as the disadvantages of being in management
2. Familiarize yourself with key characteristics involved in not only managing, but managing effectively.
3. Assess your current skill set and determine what skills you still need to develop in order to be an effective leader.
4. Look towards a leader you admire and ask if they would mind if you shadowed them so that you could see what they do on a daily basis.
5. Informally interview people who report to someone you regard as an effective leader and see how they perceive that person’s leadership capabilities to be.
Remember that becoming a leader is more than a title and a nicer paycheck; it is a responsibility that comes with many ups and downs. When leaders are leading effectively and things are going well, it can be one of the most rewarding roles in the world. But when things are not going so well, that is when you learn that the path to management can be a bumpy road at times …so just be careful what you ask for.
As the conversation went on, I asked what type of position he was looking for and he replied that he wanted to get into “management”. In his current role, he is a customer service representative and has held similar positions like that in the past. From what I remember of his work experience, he has not held a position that involved management responsibilities, so I asked (hoping not to offend him), “Why management?”
Like many people I have spoken to over the years that have expressed a desire to break into management but who have unfortunately lacked the experience needed to get their foot in the door, I offered a few suggestions that may help him make his transition a little smoother, if in fact, he decides to follow the management career path.
1. Ask someone in a leadership role if they would be willing to mentor you and discuss the benefits, as well as the disadvantages of being in management
2. Familiarize yourself with key characteristics involved in not only managing, but managing effectively.
3. Assess your current skill set and determine what skills you still need to develop in order to be an effective leader.
4. Look towards a leader you admire and ask if they would mind if you shadowed them so that you could see what they do on a daily basis.
5. Informally interview people who report to someone you regard as an effective leader and see how they perceive that person’s leadership capabilities to be.
Remember that becoming a leader is more than a title and a nicer paycheck; it is a responsibility that comes with many ups and downs. When leaders are leading effectively and things are going well, it can be one of the most rewarding roles in the world. But when things are not going so well, that is when you learn that the path to management can be a bumpy road at times …so just be careful what you ask for.
Friday, April 9, 2010
The Secret’s Out: The Mean Kids in School Today Will Become the Workplace Bullies Tomorrow
Lately, I have been hearing more and more about the topic of bullying. Obviously, it is no longer one of the best kept secrets as it used to be; in fact, it seems more like it is heading toward an epidemic than it is simply being exposed. The questions that need to be asked are: How likely are the mean kids that are enrolled in schools today heading towards becoming the workplace bullies of tomorrow? From my point of view I would have to say it is very likely.
In the Schools
In elementary school, we will sometimes dismiss actions of the playground bully as being innocent child play. Parents are quick to say, “Oh, you know how kids are.” Or “It’s just innocent playing.” But lately, sadly, that is not necessarily the case. Look at Phoebe Prince, a girl who committed suicide after repeatedly being bullied by her classmates. To make matters worse, one of the “cyber bully” moms blamed the victim stating that she called her daughter names. . http://www.newser.com/story/84778/bullys-mom-blames-dead-girl-for-own-suicide.html
The reality is that these same kids will eventually become adults who are going to enter the workplace and exhibit some of the same behaviors they are currently exhibiting in schools. Like a lot of workplaces, the school leaders have an obligation to “manage” their students and act on reports of a problem, yet in most cases where bullying is involved, they did nothing to stop the problem. The system and the leaders failed and were ineffective.
In the Workplace
Some experts will say that bullies enjoy tearing people down which makes them feel more confident, more superior and more in control, while others will say that the bully may actually see their abusive and assertive behavior as a sign of effective leadership.
The Workplace Bullying Institute has conducted and published very interesting research and is working hard to bring a bad situation to light. They also have provided insights that I feel are worth sharing regarding what bullying is and startling statistics that reinforces their point.
What is Workplace Bullying?
Workplace Bullying was defined as repeated mistreatment. It is not simply incivility, rudeness or misperceptions. It is repeated mistreatment: sabotage by others that prevented work from getting done, verbal abuse, threatening conduct, intimidation, humiliation.
Key Findings
• 37% of workers have been bullied
• Most bullies are bosses (72%)
• 60% of bullies are women
• Women bullies target women in 71% of cases
• Bullying is 4 times more prevalent than illegal harassment
• 62% of employers ignore the problem
• 45% of Targets suffer stress-related health problems
• 40% of bullied individuals never tell their employers
• Only 3% of bullied people file lawsuits
Source:
http://www.workplacebullying.org/research/zogbyflyer_2010.pdf
What can Organizations Do?
1. If you do not currently have anti- harassment policy in place that addresses bullying behavior, the time has come to put one in place.
2. Communicate your policies and zero tolerance concerning bullying and other types of harassment throughout all levels of the organization.
3. Provide training and hold leaders accountable for their actions and the actions of their employees.
4. Be familiar with tactics commonly used by bullies. If you see it going on in your organization, address it immediately. (http://xpectresults.blogspot.com/2010/03/workplace-bullying-or-simply.html)
5. Screen prospective leadership candidates carefully as part of your recruitment and hiring practice, ensuring that they have they ability to lead and motivate others (assessment tools are a great place to start).
6. If and when a bully slips through the cracks, address the behaviors immediately; do not wait for them to make improvements on their own.
7. Lastly, if you witness or are experiencing bullying in the workplace, act immediately and bring it to the attention of people in the organization that can do something about it.
Regardless of your title or position in an organization, workplace bulling is not okay under any circumstances.
In the Schools
In elementary school, we will sometimes dismiss actions of the playground bully as being innocent child play. Parents are quick to say, “Oh, you know how kids are.” Or “It’s just innocent playing.” But lately, sadly, that is not necessarily the case. Look at Phoebe Prince, a girl who committed suicide after repeatedly being bullied by her classmates. To make matters worse, one of the “cyber bully” moms blamed the victim stating that she called her daughter names. . http://www.newser.com/story/84778/bullys-mom-blames-dead-girl-for-own-suicide.html
The reality is that these same kids will eventually become adults who are going to enter the workplace and exhibit some of the same behaviors they are currently exhibiting in schools. Like a lot of workplaces, the school leaders have an obligation to “manage” their students and act on reports of a problem, yet in most cases where bullying is involved, they did nothing to stop the problem. The system and the leaders failed and were ineffective.
In the Workplace
Some experts will say that bullies enjoy tearing people down which makes them feel more confident, more superior and more in control, while others will say that the bully may actually see their abusive and assertive behavior as a sign of effective leadership.
The Workplace Bullying Institute has conducted and published very interesting research and is working hard to bring a bad situation to light. They also have provided insights that I feel are worth sharing regarding what bullying is and startling statistics that reinforces their point.
What is Workplace Bullying?
Workplace Bullying was defined as repeated mistreatment. It is not simply incivility, rudeness or misperceptions. It is repeated mistreatment: sabotage by others that prevented work from getting done, verbal abuse, threatening conduct, intimidation, humiliation.
Key Findings
• 37% of workers have been bullied
• Most bullies are bosses (72%)
• 60% of bullies are women
• Women bullies target women in 71% of cases
• Bullying is 4 times more prevalent than illegal harassment
• 62% of employers ignore the problem
• 45% of Targets suffer stress-related health problems
• 40% of bullied individuals never tell their employers
• Only 3% of bullied people file lawsuits
Source:
http://www.workplacebullying.org/research/zogbyflyer_2010.pdf
What can Organizations Do?
1. If you do not currently have anti- harassment policy in place that addresses bullying behavior, the time has come to put one in place.
2. Communicate your policies and zero tolerance concerning bullying and other types of harassment throughout all levels of the organization.
3. Provide training and hold leaders accountable for their actions and the actions of their employees.
4. Be familiar with tactics commonly used by bullies. If you see it going on in your organization, address it immediately. (http://xpectresults.blogspot.com/2010/03/workplace-bullying-or-simply.html)
5. Screen prospective leadership candidates carefully as part of your recruitment and hiring practice, ensuring that they have they ability to lead and motivate others (assessment tools are a great place to start).
6. If and when a bully slips through the cracks, address the behaviors immediately; do not wait for them to make improvements on their own.
7. Lastly, if you witness or are experiencing bullying in the workplace, act immediately and bring it to the attention of people in the organization that can do something about it.
Regardless of your title or position in an organization, workplace bulling is not okay under any circumstances.
Subscribe to:
Posts (Atom)
+05+28+09.jpg){kind=small}
Posts
