Leadership in 2 Minutes & 58 Seconds

Leadership articles I’ve written previously lay a foundation about trust. This one features trust as well, but this article will be VERY different.   

Sometimes you find a light-hearted illustration that holds a life changing idea. The two minute, 58 second video I've embedded for you below is just that - profound, thought provoking and unapologetically funny.

It documents the birth of a vision. It talks about the need to have courage to be a bit silly, yet courageous with your ideas. To be a leader you must be willing to stand alone and look foolish, against opinion and the politics of the day. If you can muster the courage of your convictions consistently, you will attract a 'first follower'.

Click the dancers:

The first follower will embrace your vision and
see the value of the dance enough
to 'dance' beside you not behind you.

As the leader, you continue dancing to your own vision of the music around you and let the first follower sense your dedication to the steps and make their own decision to follow...or not.  To do this you do not preach at them or teach them -- you set a clear and pure example that is easy to follow and understand.

No matter what the vision, it must be something that can be

simmered down into a statement of 25 words or less --

the KISS principle (keep it simple stupid) was likely

written with leadership (and Murphy's Law - if something

will go wrong it will) in mind.

Like the leader in the video, the steps being demonstrated are easy to follow, simple to take, some allow/ welcome personal, free style interpretation -- a bit repetitive and fun.  Even in business a  little fun is vital or you might create a police state where the 'stick' (of carrot and stick fame) is used to drive people, not together, but away from your vision.

Vision Metronome

The leader does not correct his first follower because if the first follower has embraced the vision, they may embellish the vision some, but the core of the vision lives within the leader setting the 'vision metronome' for all who will follow.

That first follower then is the one who attracts and encourages others to the vision and helps them 'feel the truth of the steps'.  This establishes the leader -- not as a nut -- but as the leader.  This is done openly where people can explore the vision and dance their specialist version of the dance harmonizing with the group.

They no longer dance with the leader personally, but harmonies with one another.  The vision 'pollinates throughout the group.  The 'dancers' spread the enthusiasm to others dancing around them.  As more people recognize the truth of the vision, they see how important it is to join in to help achieve the vision.

Ted Turner - CNN

Leadership is nothing without followers.  Remember the quote I shared in another article from Ted Turner (founder of CNN):

"If you want to know if you are a leader, look behind you."

This is how to know if you ARE a leader.  You can't just set out to be a leader.  You do not study for it or take a test or get a certificate or letters after your name that designates you are a leader, you either have people dancing with your vision or not.

Take CNN broadcasting.  It started in 1980 in a dingy warehouse - a most awful place on the 'wrong side of the tracks' in Atlanta Georgia.  Ted had a difficult time getting people to come work in that warehouse because it was dangerous.  However, in every one of his help- wanted ads, he clearly stated that it was not going to be a ritzy place to work.  

I remember this well because I applied (and was offered a role) there and Ted did the interviewing himself!  His vision was of a never imagined 24 hour a day, seven day a week news only television station.  And he never stopped dancing!

44 years later!

As of September 2024, CNN had a total viewership during primetime TV of 853,000 households and hotel rooms available in 200 countries.  Not bad for starting out as someone labelled a nut who was obviously dancing on the wrong side of the tracks!

Seven Basic Leadership Concepts

The secrets of this silly video -- and of Ted Turner's success and the success of any authentic, inspirational leader is to abide by these seven concepts:  

    1. Keep the vision danceable/ embraceable.

    2. Keep the vision consistent.

    3. Dance -- even if you look silly.

    4. Do not give up too early!

    5. Nurture your first follower.

    6. Teach others not by telling, but by your example.

    7. Allow others to use their innate skills to vary the dance.

Leadership ultimately IS about followers.  Being authentic to your vision sets the standards, rhythm and parameters for others to follow.  The easy part is doing your own dance.  The hard part is being patient and remembering that there is no leadership if no one is following you.  The price to be paid sometimes may be a little ridicule and for this you need courage -- and lots of energy to just keep dancing!

 

 

Darlene Richard is an international, subject-matter expert and philosopher on the issues affecting the quality and productivity of individuals who work within non-face-to-face customer supporting environments. If you have questions or comments regarding the article, email her at: DarleneRichard@write4you.co (not com).   

 

Coffee Anyone?

 About a year ago, a good friend moved to another country and couldn't take her very expensive and very complicated espresso machine with her.  

Since I have a house full of 'creative' people, it soon became clear some better instructions than what were included in the machined were needed, so I turned to creating a 'workflow'.  And it has made everyone's journey to a great cuppa easy.  

I do love a great cup of coffee and I do love Visio!  

Four Things to Know About World Mental Health Day

 

October 10th is World Mental Health Day - a time to focus your attention on the growing problem of mental illness and its major effects in people's lives-- and the growing stresses facing employees serving customers in non-face-to-face roles.  

Did you realize it's estimated that one in every four adults will experience mental health difficulties at one time or another.  

Snapshotz Online's research with 1,700 organisations worldwide, points to one critical factor that could improve mental health within every customer contact centre.  Over three-quarters (78%) of senior executives and contact centre leaders are not fully aware of the physical and emotional impact of dealing with customers regularly.

Increase in self-service channels has amplified pressures for customer service employees.  Many customer, who can't or don't want to manage self-service channels call for help.  By the time they reach one of your customer service representatives their frustration level (and anger) may have reached a tipping point.

This compounds stress for those measured on quickly meeting customer satisfaction targets.  Over time, these difficult exchanges can affect employee self-esteem, decrease  productivity, increase lateness, illness and absenteeism.  Employees who do show up to work every day carry a heavier load of responsibilities and thus even more stress.  In the end, stress is a major factor in many mental health situations.

In the best centres we've audited, the way to break the cycle is involvement of senior staff. 

1.          They must be aware of the challenges.  In The Customer Response Management Handbook , the author recommends senior staff set aside a few hours regularly (if possible once a week) to listen in (ideally double jacking) to customer calls with some of the employees.  We have seen that this one change alone can make a huge difference with decision making throughout the organisation.

2.          There must be adequate budget set aside for a good wellness program.  One highly regarded group is Wellness First, in Australia/ NZ.  They have a great track record setting up practical and cost effective programs.  They specialise in customer service centres and cover basics such as resilience, eating well, drinking enough water, exercising, having a healthy social network, as a start. 

3.          Ensure team leaders and managers are taught to recognise the signs of physical and mental stress with customer service employees.

4.          Finally, encourage staff to feel comfortable and safe to ask for help when things seem overwhelming.

Work Health and Safety (WH&S) goes beyond ergonomics and lunch breaks.  Healthy employees are the greatest resource a business has.  The benefits of good physical and mental health include:

·         High levels of staff engagement (being on time and ready to work)

·         Increased energy and enthusiasm to resolve customer queries

·         Customers sense the positive attitude and customer satisfaction soars

·         Service levels increase

·         Products and services are delivered more accurately and timely

·         Better harmony with other internal departments

·         More frequently meeting performance, revenue and cost-cutting targets

Reach out to us if you would like to know more about this topic or if you would like to become part of the Snapshotz Online assessment, Snapshotz Remotability and Professional Certification Programs.  We are here to help you improve your work-life balance and the results from your customer service efforts.