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Frontline Leadership can be learned!
6 Principles
of Frontline Leadership to Motivate-Inspire-Involve any Group or
Team
Six principles for winning
the hearts and minds of members of any group or team:
- Recognition
- Participation
- Reflection
- Involvement
- Dialogue
- Appreciation
Leading these principles
using the practice's process of five daily activities
respectively:
- Thanking - to recognize
everyone
- Inviting - customers to
let us know "How are we doing?"
- Asking - the critical
questions for the group's success
- Feedback - from group
member's own daily activities
- Sharing - assessments
to continue a customer dialogue
- Thanking to
begin the process again - letting everyone know their efforts are
appreciated
Note that as the process
repeats, the principles affect not only associates but customers and
partners as well.
These six principles hold true in
regardless of whether you are managing or leading. For instance,
senior managers use the same principles to manage "what" future actions
the enterprise needs to take and the programs for execution. The
following demonstration would be typical for most enterprises:
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First recognize which teams need
to provide what services, products and markets.
-
Management then invites
participation in "How are we doing?" through surveys, interviews, focus
groups, etc.
-
They reflect on the critical
issues which will determine their success in the future.
-
Design programs and systems based
on the feedback they receive to involve everyone in the execution of
daily operations.
-
Supervisors encourage suggestions
and discussion on the success of the execution through daily
operations. Try to create a dialogue about customers.
-
Express appreciation to associates
as well as customers and partners for desired results.
The actions to implement these
principles are executed from the top-down through programs and systems to
maintain the all-important structure and discipline any enterprise must
have to succeed. The practice's five actions for leadership listed
above compliment these programs with a leadership skill for the
people-part of the enterprise. Winning the hearts and minds of
associates as well as customers and partners. A practice to lead the
"how" to maintain results from the programs and systems.
To learn more about continuing
to involve everyone (associates, partners, and customers) with their
hearts and minds view the "cycle
of engagement" webpage.
"If you give a team member customer feedback, you focus
them for a day. If you teach a team member how to 'ask' for customer
feedback, you focus them for a lifetime!".
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© 2005 George Reavis -
george@thankingcustomers.com |
Frontline Leadership TRENDS
