Challenges of Frontline Leaders

"Leading relationships/experiences through operations"

 

The principal reason we focus on helping frontline leaders with daily operations is that we believe they have many unique challenges which they face often what feels like to them--alone.  

The good news is that their supervisors and senior management can empathize because in most cases they have been their.  But the bad news is that products, services, and markets have increased geometrically in most industries over the past few years.  This increases by the same proportions the speed and intensity with which frontline decisions and activities must be managed for structure and discipline.  Doing the same for the need to lead hearts and minds through focus, learning and engagement.

The following are a list of situations which are most often present in daily operations.  They present significant challenges for frontline leaders:

• Simultaneously lead and manage.  Manage structure and discipline while leading hearts and minds.  Manage and lead workplace relationships and experiences.

Senior managers also lead and manage but usually have the luxury of doing one and then the other.  They may meet to manage results and later meet on leading people.

• Daily operations merge 3 areas of workplace relationships and experiences between customers, associates, and partners.  For example, associates share experiences and build relationships not only with customers but fellow associates and partners alike.

 

• On the frontlines of daily operations leading "soft" people skills is paramount as the greatest percent of learning is informal as is the greatest amount of communications.  

While people get feedback from their colleagues and supervisors preferably their own daily activities will also provide them feedback.

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