Monday, June 26, 2006

To move from manager to leader

Just a quick tip, but a sign of a great leader is the use of "we" instead of "I". Leaders are inclusive not exclusive. Teams are built through each person contributing and there is no room for leaders who want to take all the credit. Make sure you replace me and I with more inclusive sentences like
We can...
Our challenge is
Lets us.....

Remember, leaders rise to protect the team in public by taking responsibility for problems, but for praise they stand back and let the team take the credit....after all people know who leads the successful team...they will make the connection!

3 comments:

Tom Vander Well said...

You're so right. The interesting thing is that the leadership you're encouraging trickles down in customer interactions. In training CSRs, our group always stresses that you should talk to the customer in terms of "our" and "we". When a CSR tells the customer "I don't know why 'they' didn't ship your order" the customer is thinking "Wait a minute - YOU are the 'they' to whom you refer!" Thanks for posting!

MabelandHarry said...

Absolutely, and too many companies see customer service as an initiative. It is not an initiative, it is a way of life, and it starts with how you interact with your employees. Treat them well, educate/develop and engage them. There is a great podcast called The Engaging Brand which highlights this...don't know the podcast feed but you can find it on their blog at http://theengagingbrand.typepad.com
Thank you for your comments

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