Expert Network - July 2012
"It is not necessary for all men to be great in action. The greatest and sublimest power is often simple patience." – Horace Bushnell
A recent story in Business Management Daily about the success of online shoe retailer Zappos brought my attention back to one of leadership’s most needed and personally challenging virtues -- patience. Like many, I am not always a patient person and continually need improvement, which is one reason why the success of Zappos caught my eye.
That Zappos excels in customer service is a given, but when asked why more organizations are not like them CEO Tony Hsieh said, “Patience.” Hsieh said most firms won’t put in the time to build employee morale and customer service. “It’s whether you’re willing to make that commitment,” he said.
We have been taught from an early age that patience is a virtue, but to what end? To be sure, patience in employee relations, business negotiations, and in achieving strategic goals is important. Let’s look at the value of patience and how it can be a game changer both personally and professionally.
Whether you know it as Chi-town, the windy city, or just Chicago, there is no debating that there is a lot to do in the vibrant city. Be it shopping, exploring, or cultural experiences -- avoid the L and ensure a wonderful stay at a hotel with a great location. I have three outstanding recommendations, and would love to hear reader comments on these properties or other suggested great hotels in the city.
In a story by John Eccleston in Personnel Today, he cites research from The Chartered Institute of Personnel and Development revealing there is a “reality gap” between how good managers think they are in their roles and how effective they actually are.
The research reveals that three-quarters of employees report a lack of leadership and management skills, and believe that too many managers have an inflated opinion of their management abilities. The research highlighted contrasts between how managers said they manage their people and the views of their employees.
Six in 10 said they meet each person they manage at least twice a month to talk about their workload, meeting objectives and other work-related issues. However, just 24 percent of employees say they meet their managers with such frequency. In addition, more than 90 percent of managers said they sometimes or always coach the people they manage, but only 40 percent of employees agreed.
Recently, my eightand 10-year-old children came to me and said, "Mom. We can't watch our favorite show. There's something on the TV about the channel not being available anymore. Are we in trouble?" Upon further inspection, I learned that DirectTV was in a pricing dispute with Viacom and had taken their channels off the air until it was resolved. What fascinated me about the communication approach being used by DirectTV was the short video that was playing over and over again. The star of the clip was DirectTV's own CEO, Mike White. Here's the clip: http://youtu.be/iqfTbB6soW8.
Executives: Are You Ready for Prime Time?
Encourage v: to inspire with courage, spirit, or confidence.
A story in Bits & Pieces is told about the Duke of Wellington, the British military leader who defeated Napoleon at Waterloo. He was not an easy man to serve under. He was brilliant, demanding, and not one to shower subordinates with compliments.
Yet even Wellington realized that his methods left something to be desired. In his old age, a young lady asked him what, if anything, he would do differently if he had his life to live over again. Wellington thought for a moment, and then replied, "I'd give more praise."
While it was too late for Wellington to go back and do things differently, the approach you take in your leadership style can make an immediate impact if you implement this one small yet powerful leadership characteristic: encouragement.