This is the fifth article in a six part series which discusses the Qualities of Leadership. It builds on what was covered previously so if you haven’t read the previous articles, be forewarned.
In this article we will discuss in greater detail the next two of the qualities of leadership: Effective Communicator and Core Values A Leader is an Effective Communicator Have you ever listened to someone present and idea when they're loaded with enthusiasm and passion - but you're not exactly sure what they said?! They know exactly what they mean but somehow it gets lost in the presentation.
"...Due to the competitive nature of the marketplace and our industry, we must adapt our strategic initiatives and realign our core operations to enhance our productivity and financial position. This may require, where necessary, adjustments in our staffing and resource allocation. We will publish additional communications as those determinations are made." This excerpt was taken from an actual company wide announcement. Though effective at raising anxiety while telling employees little, it is hardly the type of communication people associate with effective leadership. Leaders will take the time to explain the direction of the organization. They will avoid the sterile, cryptic, impersonal announcements that earn the label "corporate announcement." Their language is honest, concise, and in a manner that all can relate to. Considering "influential" is a key attribute of leadership - communication skills are critical. In addition, leaders must be able to stand confidently in front of a crowd and voice their opinion in a logical, convincing manner.
That skill is difficult for most people - but in terms of leadership it is absolutely critical. How can someone lead if he/she cannot convince others to follow? Have you ever watched someone give a presentation who is stammering and obviously nervous and weak kneed. It's difficult to concentrate on their message because their physical appearance is a distraction.
Finally, for a person to be an effective leader they must be an effective listener. Just consider the other leadership qualities discussed. If you're not willing to truly listen to someone can you demonstrate genuine respect? If you're not willing to listen to the concerns of others you won't dismantle their resistance to new ideas and your influence is lost. Can you really make effective decisions (decisive) if you don't listen carefully to the opinions of others?
Here are a few examples of Effective Communication Leadership Behaviors.
1. A leader articulates ideas and opinions in a very clear, concise and convincing manner.
2. A leader presents ideas and opinions to audiences in a very comfortable, confident manner.
3. A leader practices effective listening skills.
4. A leader produces documents that are of the highest quality - professional, clear and accurate.
5. A leader utilizes all available company communication channels in an effective manner. (email, presentations, meetings, bulletins, voice mail etc.)
A Leader is establishes and reinforces a set of Core Values This is an aspect of leadership that few people ever take the time to think about in business - yet it's quite common outside work. Many people have values that guide their life, their decisions - everything. What's important to you at work? The next section describes core values in behavioral terms.
At a managed healthcare company the Vice President posted a set of core values that she believed should govern the way we do business. Two of those core values were: "Our customers' needs will dictate every action we take" and "Promote equity in the work environment by recognizing the vital contributions of all staff." At the same time there was a long standing policy in existence that allowed clinicians three weeks of vacation while non-clinicians (i.e. customer service representatives) got two weeks. The VP successfully convinced corporate to change the policy. Why? It violated two of our core values. It wasn't equitable since it allowed some staff preferential treatment and at the same time it minimized the importance of customer service. That VP exemplified true leadership. Her actions and decisions were predictable because they were shaped by strong values and beliefs that she held important. Beliefs that shaped her thinking, her decisions, her dialogue and the priorities she set for her operations.
If a leader is successful in communicating and modeling core values others will learn to adjust their thinking and recommendations to support those same values. Once followers recognize a leader's commitment to core values they'll shape their own actions and behavior to comply with the same values. These core values are softer and less tangible than management skills. For instance, in this system the modules offer brief 4-8 steps or mini-frameworks for easy use. Those mini-frameworks become tools for employees and managers in certain situations.
Similarly, Core Values are principles by which a leader chooses to shape his or her actions. For instance, suppose a manager decides that to be truly productive he/she must maintain a healthy balance between work and family life. He/she is likely to make the same assumptions for staff. That value will manifest itself in time off policies that encourage and support family commitments. Excessive overtime and burdensome hours are likely to be curtailed since they could interfere with personal commitments. The key point is this - core values of leaders are obvious in both their words and actions. Leaders communicate and reinforce those values consistently. The result is a culture shaped by the values of that leader.
For employees it is especially important that you align yourself with the core values in your company so your actions and words support the company's objectives.
Here are a few examples of Leadership Behaviors which reinforce Core Values.
1. A leader communicates a consistent set of core values regarding business quality, customer service, employee well being, and work ethic.
2. A leader ensures that employees understand their role in supporting these core values.
3. A leader models the core values that management communicates to staff.
4. A leader reinforces core values by recognizing co-workers who exemplify those values.
5. A leader makes decisions consistent with the company's core values.
6. A leader supports policies and procedures that reinforce core values.
You might be wondering - does my department or company have core values? If so, take a step as a leader and ask!
If you have the time, why not move on to our next article “Qualities of Leadership: Continuous Improvement and Physical, Mental and Spiritual Health”.
Ray Miller is Managing Partner of The Training Bank, a Training and Consulting firm specializing in Customer Focus, Service Improvement, Leadership and fully customized training solutions. He is also co-author of the book That’s Customer Focus.
You can get more information about The Training Bank and That’s Customer Focus by visiting www.thatscustomerfocus.com or www.thetrainingbank.com
Qualities of Leadership Part 5 Effective Communicator and Core Values - To learn more about this author, visit Ray Miller's Website.
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