Momentum - Business to Business Online Magazine MOMENTUM April 2019 | Page 14
BUSINESS OF LEADERSHIP
BONNIE BENKULA, BSHCA, MBA
Serial Entrepreneur: Certified Coach, Mentor & Teacher,
DISC Consultant - The John Maxwell TEAM
Business Owner: CareBuilders at Home, FCBB Business Brokers
[email protected]
Lead and Inspire to
EXCEPTIONAL SERVICE
L
eading with fear never works. Sure, people
work for the leader that leads with fear…. until
they can find another job or transfer to a new
department. Power does something strange to
some people. Leaders obsessed with power
who want to control everything often struggle to build a
strong team.
Those in leadership roles who lead with fear – fear
of failing, fear of missing goals and the fear of losing
one’s jobs, result in negative emotions, lack of sustained
excellence and mediocre results.
When leaders forget to inspire their teams and drive
them on metrics, client feedback and numbers on
clipboards, people get resentful. This type of leadership
is outdated and counterproductive.
However, when people feel appreciated, motivate
and purpose driven, productivity will increase. Once
someone feels appreciated, they will instinctively know
that the analytics are coming at them to help them
understand how they can improve service and the
beautiful piece of it, they will take full
responsibility for it.
2 Easy STEPS to get you started:
1. First, learn to listen. Really listen without
judgement and without finding flaw in
the idea. Engage in conversations by
starting conversations then sitting back
and humbly listening. Get off your high
horse and give others credit for their
expertise. Be prepared to learn and to
be amazed. When you have mastered
listening, it is time to ask one question.
2. Second, ask the right question and
make the environment right. Create an
atmosphere for low risk conversations.
Remove fear and consider small
groups or one on one meetings are
best. Create an environment where
individuals will not be intimidated by
the reactions of others and control your
non-verbal responses and verbal input.
Ask this simple question and listen.
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MOMENTUM
ASK: How can I help you deliver exceptional service?
This question has proven to bring out the best ideas,
create engaged employees and deliver exceptional
input.
Consider meeting informally with your teams over
breakfast or lunch, let them lead the conversation. Let
them share ideas and get creative with solutions to
common problems. Don’t get into the weeds of all the
problems, simply listen and take note.
As good ideas are identified, involved the individuals
in the solutions. Teach your teams to be solution
providers not just problem identifiers. But as problems
are identified, your inspiration will encourage solutions
to the problems and before you know it you will be
developing a confident self-directed team that can bring
three (3) solution ideas to every identified problem.
You then get to simply choose the best option.
Leaders inspire, leaders decide, leaders lead – that’s
what we do!