Leadership Messages

Connectedness is an attribute of leaders who invest in and value relationships with those who are important to them.  Great leaders recognize that getting to know those whom they are leading involves understanding each other's business philosophy and approach, acknowledging style preferences, valuing one another's goals and objectives and identifying common interests that can be built upon to deepen the relationship.  These connections happen at an individual level.  This applies to members on a team as well as to relationships with customers.  Remember, people do business with those they know, like and trust.  To know, like and trust someone often means that a connection, beyond the immediate transaction, has been established and nurtured.

A key skill to being connected to those around us is listening - listening to both the spoken and the unspoken messages.  This ability enables leaders to stay plugged in to those they are leading while building a relationship founded in trust.  The corollary to being an astute listener is being a strong communicator.  Leaders who have developed a connection with those they are leading are able to adjust their communication style for maximum impact and to respond appropriately to various circumstances.  This same concept applies to business owners who are able to understand the pain points faced by their customers and communicate how a product or service can resolve the problem.  Customer loyalty is a direct reflection of customers feeling they have been heard and understood.

How do you make your customers feel like they are understood?  What do you do as a leader to stay connected?  How do you demonstrate that you value those who are important to you and your business?

"Communication - the human connection - is the key to personal and career success." - Paul J. Meyer, Author (1928 ~ 2009)

Character is a defining attribute for leaders.  One's character is unique and distinctive to each individual.  It defines each of us at our core.  Outstanding leaders often have common traits such as high moral or ethical standards, humbleness and authenticity that are used to describe their character.  The strength of a leader's character is tested during times of adversity.  It is under these circumstances that our true colors shine.  Leaders with distinguishing character are grounded individuals as exemplified in their ability to stay calm under stress.  Further, they also tend to be optimistic yet, at the same time, realistic.  Great leaders depend on their character to guide them and to build loyalty with their followers.  What are those aspects of your character that set you apart?  What adjectives would others use to describe your character?  Is your character one of your leadership strengths?

"Successful leadership is not about being tough or soft, sensitive or assertive, but about a set of attributes.  First and foremost is character." - Warren Bennis, American Scholar (1925 ~ )

The Oxford English Dictionary defines credibility as the quality of being trusted and believed in.  The concepts of trust and trustworthiness are inextricably linked to leadership.  Good leaders are role models of the behaviors that they expect from others.  No place does this show up more than in the integrity of words and behaviors by leaders which, in turn, serves as the basis for their trustworthiness.  To the extent that there is consistency in actions and messages, we build credibility with those around us.  When we make promises and don't follow through or we behave in a manner that is inconsistent with our values and the expected norms for a given situation, then we bring into question our credibility.  Despite the difference in perspective between 'earned trust' and 'implied trust', in both cases, when the trust between two people or within an organization is broken the effort required to rebuild it is significant.  As leaders and business owners, it is critical that we understand how our credibility is perceived by our teams, our colleagues and our clients.  People do business with those that they know, like and trust.  This adage has been proven time and time again.  Taking the time to reflect on your credibility and what you can personally do to build trust with those who are important to you as a business owner or leader can be invaluable to your future success.

"To be persuasive we must be believeable; to be believeable we must be credible; to be credible we must be truthful." - Edward R. Murrow, American Broadcast Journalist (1908 ~ 1965)

When we think of courage we often think of those who serve in highly dangerous situations such as the armed forces, policemen or firemen.  These roles absolutely demand courage from the individuals who perform them.  It is a special kind of person who chooses these professions.  Thank you to the many individuals who put their lives on the line every day in these positions.

Beyond physical danger, courage takes on a different meaning when thought of in the context of leadership.  It is the willingness and commitment to take calculated risks.  It is the strength to make the tough decisions for the good of the organization or the business.  It is the fortitude to take the heat when things are difficult.

In today's economic environment, the courage of leaders is being tested every day.  Small business owners are being faced with margin pressure like never before.  Corporate leaders are being asked to do more with less.  All leaders, irrespective of the business, are faced with re-evaluaitng priorities and making difficult trade-offs.  In these circumstances, your courage as a leader manifests itself in your approach to these tough decisions and in your grace under pressure.  Further, it is often evidenced in your ability to show compassion while doing the right thing for your business.  Lastly, courage is shown in your strength to take your organization beyond the challenges of today to the possibilities of tomorrow.   How does courage show up in your leadership?  Are you the leader that stands out because you have the courage to make the choices needed for the success of your business?

"Courage is not simply one of the virtues, but the form of every virtue at the testing point." - C. S. Lewis, British Scholar and Novelist (1898~1963)

Competent is defined as well qualified.  What does that really mean?  As leaders or small business owners, there is an aspect of you being qualified to do what you do which is grounded in your skills and education or training.  This is typcially a straight forward determination of your capabilities.  If you haven't been trained in accounting, it is highly unlikely that you would be competent as a CPA.

Having the skills or education, however, is not enough to be a truly competent leader.  Successful leaders know that they must surround themselves with talent who are given the authority and responsibility to perform their role.  As the owner and leader of a small business, creating a team of resources whose strengths and abilities complement your own is essential.  These professionals, whether they are directly employed by you or not, become your advisors to whom you can turn for input on matters that are not within your realm of expertise or experience.

Further, your competence as a leader often shines through in your approach to leading or in how you run your business.  Are you comfortable delegating?  Do you engage others in problem solving?  How effectively to you apply concepts and principles to different circumstances to drive desired outcomes?

Lastly, leaders who are thought of as highly competent are life-long learners.  Staying on top of your game is critical to being an exceptional leader and / or business owner.  Do you stay abreast of the latest trends in your industry?  How do you continue to grow and develop as a leader?  Do you invest in the development of the members of your team?

As you focus on becoming a more competent leader for your business or your team, keep in mind that you need to focus on both your mastery of your field and your behaviors as a leader.

"No man will ever make a great leader who wants to do it all by himself or to get all the credit for doing it."  - Andrew Carnegie

As leaders, the characteristic of clarity takes on several meanings.

First and foremost, leaders must set direction - a vision of the future.  Defining success is simple terms that everyone involved can understand is essential.  It enables us to enroll others in the journey.  It gives us the context for making decisions.  It also allows others to become emotionally engaged which is critical to overcome the challenges that are bound to occur along the way.  What is your vision?  Is it your passion?

Clarity encourages and demands focus.  To the extent that we, as individuals, are clear, we are able to stay in tune with our priorities and ignore the distractions.  We are able to maintain harmony in mind and purpose.  In circumstances where we are leading teams, clarity also helps our teams to understand where to spend their time and energy, to prioritize their efforts and to make trade off choices without having to escalate to us.  Are you focused?

Lastly, clarity in terms of leadership is directly correlated to effectively communicating expectations.  Ambiguity in desired outcomes frequently results in individuals or teams missing the mark.  A key attribute of this leadership quality is expressing not only what is expected but also how it is expected to be accomplished.  Do you know what it takes to make your vision a reality?  Have you shared with your team the path to get there?

"The very essence of leadership is [that] you have a vision.  It's got to be a vision you articulate clearly and forcefully on every occasion.  You can't blow an uncertain trumpet."  - Theodore Hesburgh

Whether you lead a team of people in a corporate setting, a committee or a small business, there are notable characteristics that distinguish great leaders.  I call them the 10 C's:

• Clarity
• Competence
• Character
• Courage
• Charisma
• Connectedness
• Credibility
• Creativity
• Confidence
• Commitment

These qualiities, when combined, are very powerful.  Just take a moment and think of someone you consider to be a great leader.  Abraham Lincoln?  Your sibling?  Margaret Thatcher?  Ghandi?  Winston Churchill? Your boss?  Jack Welch?  How does that person stack up in each of these areas?  What about that person set them apart?

In each of our lives, we take on roles in which we are called to be leaders.  How do you view yourself against these attributes?  Where are you on your journey to becoming a great leader?

"Leadership cannot really be taught.  It can only be learned."  -  Harold Geneen, CEO - ITT Corporation (1959-1972)

The challenges of our recent economic environment have tested many of us in ways that we never expected.  While it might be easy to get caught up in the negativity of what we have been through in the last 18 months, it is far more energizing to reflect on these experiences in the context of learnings.  What are we taking away from this time?  How have we grown as leaders through these challenges?  What strengths have we drawn upon to get us through these situations, to help us bounce back?

Resilience is a critical leadership attribute that we all need to leverage during trying times.  It gives us the strength to face adversity head on.  It allows us to draw upon creative sources to find new and different ways to address problems and move beyond them.  It is the ability to find the positive when it isn't obvious.  It is the capability to learn from failures and apply those learnings to future opportunities immediately.  It is the force that keeps leaders moving forward despite bumps in the road.

As we leave 2009 behind us and look forward to 2010, it is important to celebrate and build upon our successes, no matter how small.  It is essential to remind ourselves that we cannot change the past.  We can only learn from it.  More importantly, we must all continue to draw upon our resiliency to overcome the challenges before us and achieve that next level of success.

"All of us get knocked down, but it's resiliency that really matters.  All of us do well when things are going well, but the thing that distinguishes athletes is the ability to do well in times of great stress, urgency and pressure."  - ROGER STAUBACH - Hall of Fame Quaterback for the Dallas Cowboys (1969~1979)

Times have changed and are continuing to change.  The changes facing us affect all aspects of our business from customer expectations to marketing strategies to employee needs to perhaps our core business model itself.  As leaders and business owners, this rapidly evolving economic landscape requires that we interpret what is going on around us and the implications for our businesses and quickly adjust our plans accordingly.  Since we may not be in a position to have all the answers we find ourselves leading under ambiguous circumstances.  In either case, taking an approach focused on the possibilities is often helpful.  What could this change mean to my business?  What new opportunities can I create to add value to my clients as a result?  How can I help my team embrace a new marketing or customer service strategy?  What is the downside of trying something new and different?  How do I need to grow my leadership to handle what will be expected of me in the future?  By looking for the opportunity in the change, we allow ourselves to adopt a positive mindset, overcome any fear that might be associated with the change and influence the ultimate outcome.

"Enjoying success requires the ability to adapt.  Only by being open to change will you have a true opportunity to get the most from your talent."    Nolan Ryan, Major League Pitcher and President of the Texas Rangers

When we think of people working from home the image of someone in their pajamas sitting at the computer is bound to come to mind.  While working from home does have its advantages, perhaps a more relaxed dress code or a shorter commute, it can also present challenges.  These can range from space constraints to distractions to diminished productivity to technology obstacles. 

For someone new to this work arrangement, it can be daunting.  What technology is best suited to my business?  Where should my work space be located to be most productive?  For someone accustomed to working from home, the challenges might be different.  How do I turn off work?  How to I keep my business and personal papers separated?

In an effort to help business owners overcome some of the most common hurdles of working from home, I have partnered with two professionals - Susana Fonticoba, a computer coach, and Amara Willey, a professional organizer - to offer seminars on September 16th, 23rd or 30th on this important topic.  To join us, go to www.OrganizeNJ.com/events to register.

As individual business owners and leaders, our challenge is to stay focused on what we can control and influence.  More often than not, success starts inside our respective companies.  The first, and critically important, step toward shaping our future is to have a plan that is explicit with respect to our goals and desired outcomes.  It is important that all of our key stakeholders (employees, suppliers, partners, investors, etc.) are enrolled and bought in to our plan.  Part of this process is to ensure that the value we provide to customers is clearly defined.  In addition, our employees must demonstrate their understanding and commitment to fulfilling that promise.  Moreover, our products and services must deliver the anticipated value with the utmost quality and satisfaction.  An equally important piece of our plan is to know who our best customers are as they are the ones who will stick with us during these uncertain times.  A common understanding of our best customers and the value we provide them is an essential backdrop to making tough decisions that are presented in these market conditions.  While these decisions are often not pleasant to make, as leaders, we must be decisive, communicate our decisions well to the relevant parties, execute them flawlessly and then be prepared to move on. 

Do you have your plan to guide you?  Are you focused on the right things?  How are your employees delivering on your promise to your customers?  What is the value that your customers are receiving that sets you apart from your competitors?

All these components of our plan give us the anchors to make sure our focus is on those things that we can control, influence and, thus, shape the future and success of our businesses. 

Most, if not all, of us have a cell phone that allows people to reach us no matter where we are.  With the latest technology innovations, we can even be sharing minute by minute details of what is going on in our business and our lives.  Further, we are connected by the myriad of social networks enabling us not only to stay in touch with people we personally know but also to meet others who share common interests anywhere in the world.  Forging meaningful relationships in this new world goes beyond an introduction or an acquaintance or even being a member of someone's network.  It requires a connection at a personal level.  It requires an emotional tie based on a shared interest or experience.  Strong leaders recognize that you need to touch someone's heart before you can motivate them to action.  This is true with customers as well as employees.  If there is a strong tie between two people, they will be more likely to help each other.  How strong are your connections with those on your team?  Have you built that personal connection with those who are most important to you in your business?  Is your network founded on identifying and nurturing that emotional bond with each individual?  How are you leveraging new technologies and social media to extend your true connectedness and grow your business?

"It is the things in common that make relationships enjoyable, but it is the little differences that make them interesting."  Todd Ruthman

Especially during challenging times, it is human nature to turn to those whom we trust and feel we can depend upon, regardless of the need we have.  It could be that "go to" person that you know will get the task completed.  It could be a close colleague whose advise and opinion you would rely upon to point you in the right direction or to give you the direct feedback that you need to move on.  It could be the trusted advisor to whom you turn for an introduction as you seek your next role in a career transition.  It could be the service provider  that came highly recommended by your neighbor.  The relationships involved in each of these examples facilitate achieving the desired outcome.  In fact, 98% of businesses rely on referrals to gain new business.  Are you investing in your relationships to grow and sustain your business?  Are you developing long term relationships with your customers that will be a source of future business?  Are you a resource to others?

"Coming together is a beginning.  Keeping together is progress.  Working together is success."         Henry Ford

Spring is a time for new beginnings and rejuvenation.  Shedding the layers of winter's habits and taking a fresh perspective creates an environment for growth.  What areas of your leadership need to be reinvigorated?  Where do you desire to try a new and different approach?

Great leaders are constantly reflecting on what is working and what needs to change.  This time of year, in particular, lends itself to discovery.  When you see the daffodils peeking through with the first colors of the season, do you reflect on what aspects of your leadership need to take on new color?  As the cherry trees come into bloom, do you take pause to appreciate the wonder of nature?  What leadership qualities have you let go dormant that need to blossom again?  How can you take advantage of this time of new growth to develop a capability that is important to your success?  Take a quiet moment to enjoy this wonderful time of year and design your plan for growth this spring.

"The living self has one purpose only:  to come into its own fullness of being, as a tree comes into full bloom, or a bird into spring beauty, or a tiger into lustre."  D. H. Lawrence

We have all seen the news reports regarding the economy:  interest rates at their lowest levels in many years, the perfect storm of economic woes hitting both the equity and bond markets and unemployment at historic highs.  To face these adversities, we must show unwavering fortitude, courage and perseverance.

It is in these circumstances that each one of us needs to step up our personal leadership.  Every one of us is a leader.  Great leaders have the ability to inspire, motivate and positively influence others.  You may be the CEO of a large company or the director of a non-profit organization.  You may be the parent of small children or the older sibling in a family.  You may be a Sunday School teacher or a member of the basketball team.  In the various roles which we take on in our lives, we are all leaders.  As leaders, others look to us for guidance.  They look to us as role models.  They see how we react to things and take their cues from us.  The impact of what they observe is powerful and has far reaching effects.

So, if you were an outsider looking in, how would you describe your personal leadership of late?  Are you stepping up your game?  Are your taking control of those things that you can and letting go of those things over which you have no control?  Is your glass half full?  Are you putting aside things that have worked in the past to try new and different approaches?

If your answer to any of these questions was no, I encourage you to reflect on how you are leading during these challenging times and change your perspective.  Exceptional leaders know how to draw upon their inner strength when needed.  They remain focused and diligent during times of trial and tribulation.  Most importantly, they maintain a positive attitude and outlook to carry themselves and others through whatever difficulties may come their way.

Research shows that successful people rely on clearly articulated goals to drive their accomplishments.  In setting goals for 2009, it is important to reflect back on performance from 2008, to reaffirm what it is that you want to achieve, both personally and professionally, and to focus on the three to five objectives that will be most impactful in your quest.

For goals to be effective, they should be S.M.A.R.T.:

• Specific:  Expectations and outcomes should be clearly defined
• Measurable:  Numeric or behavioral metrics should be set in order to track progress objectively
• Actionable:  Designed to move you toward your stated goal
• Realistic:  While it is important for goals to encourage you to reach for higher heights, they also need to be achievable
• Time-bound:  Setting the time frame to accomplish the goal provides short term motivation to drive results

Thoughtful reflection is vital to setting quality goals.  What successes did you have last year?  What factors contributed to your success?  What learnings are you taking away from prior experiences - both good and not so good?  What are the most important focus areas for this year?  How will you know when you have been successful?  What do you need to do differently to accomplish your goals?

Once you have defined your goals it is important to keep them at the forefront of your daily routine.  Approaches vary from individual to individual.  Some people prefer laminated copies while others prefer a pictorial image of the outcome as a reminder.  Choose the method that works best for you.

Challenging yourself to set S.M.A.R.T. goals will keep you focused on those things most important to you this year, provide you with accomplishments to celebrate along your journey and significantly improve the likelihood of achieving your desired outcomes.

Now, we can confidently say there are three: death, taxes and change. Our individual ability to deal with change is often determined by our comfort with ambiguity. Some of us handle ambiguity with ease and simply go with the flow. Others need answers and desire to more tightly control those things going on in our lives. In either case, focusing on those things that you can control and influence directly can make dealing with change much easier.

As you think about change, it is important to identify what is changing, why is it changing, how is it changing and what does that mean to you. Taking a moment to work through these questions helps to frame the change and begin the process of defining a thoughtful approach to dealing with it. How can I turn this situation into an opportunity? What can be learned from this change? How can I apply these learnings? What do I need to do to help others through this change?

While each situation will offer different answers to these questions, taking the time to reflect on these perspectives will enable you to respond to the change in a positive and productive manner.

"To exist is to change, to change is to mature, to mature is to go on creating oneself endlessly"

Henri Bergson, 19th Century French Philosopher