Video transcript:
I’m having minor surgery this week. After cataract surgery in both eyes more than 10 years ago, my left eye was sharp, bright, and clear — and still is. My right eye was blurry — and still is.
I’ve waited much too long to get this issue addressed. I thought, “It’s not that big a deal. My left eye is perfect!”
Poor vision inhibits confidence and erodes prompt, aligned action. So this week I’m having YAG laser surgery. It’s quick (literally a couple of minutes) and typical results are fantastic.
Business leaders face similar challenges with poor vision. If leaders don’t pay attention to how formal leaders treat employees each day, those business leaders won’t see the negative impact such treatment has on results and respect.
Here’s an example. A client had been coaching a middle manager who supervised a remote office. That manager wasn’t modeling the organization’s values and behaviors. He was rude, dismissive and abrupt with staff members. Complaints continued, including from customers, about this manager’s rude behavior.
The CEO told us, “We thought everything was doing fine. We didn’t keep an eye on this leader.” They realized that they had been hoping things were okay rather than consistently observing, monitoring and measuring the quality of interactions by this middle manager.
How can leaders stay “in tune” with how formal leaders treat others?
One client created an effective system to keep abreast of good things happening and of less-than-good things happening. Every email that goes out has a “tell us how we’re doing” link, which opens a simple contact form on their website. Customers and staff members can post feedback — and they do.
The administration team reviews all submissions. When positive recognition is posted, that team shares the good news with the staff member — or the team being praised — and their team leader. When missed deadlines or frustrations are shared, that team shares the issue with the staff member or team and their team lead.
This low-tech system works because it’s easy — customers and employees can post items from their phones — and because real humans respond promptly and effectively.
Every formal leader must champion your organization’s desired work culture every day, in every interaction. How can leaders know if respect and validation are communicated effectively? By keeping an eye on customer and employee perceptions.
Opinions expressed by SmartBrief contributors are their own.
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