More blogging From The North American Conference On Customer Management.
Former Secretary of State Colin Powell gave a great talk on leadership today. His points are of interest to anyone implementing change, in customer service, or other areas.
The role of the leader is to convey a sense of vision and purpose.
Each employee should have a clear understanding of the mission and how he or she contributes to it.
Take care of your employees by providing them with the resources they need, including training. (He especially emphasized the importance of training.)
Finally, provide them with the recognition they deserve.
Successful organizations must prune out unproductive employees.
As a young second lieutenant, Powell was told by a master sergeant, "You´ll know you´re a good leader when they follow you, if only out of curiosity." Because, in other words, they trust you.
Great leaders face reality and don´t turn away. As an example he discussed how Mikhail Gorbachev understood that Communism was collapsing and had the courage to face it, not deny it.
When people stop bringing leaders problems to solve that means they either think the leader cannot solve the problems or doesn´t care.
Never let your ego get so close to the position you argue that when you lose your position, your ego goes with it. (In other words, take it professionally, not personally.) Don´t turn a temporary opponent into a permanent enemy. (Something that politicians at either end of the political spectrum seem to have ignored.)
Encourage and welcome debate. But once the leader makes a decision, the debate stops unless new information emerges. Once the decision is made, execute it.
BTW, As other politicians throw their hats in the presidential ring, know that General Powell stated today that he had no intentions of running for that office.
Too bad. The term “voice of reason” comes to mind.