Leader of the Pack! part 1

Happy Friday!   "Some are born great, some achieve greatness, and some have greatness thrust upon them." William Shakespeare     That Shakespeare quote is true about how leaders get their position.  In most sales organizations most top producers get promoted and have leadership thrust upon them.  The assumption is those that "can do it"...can teach it.   Not always true.   Sometimes it works out.  As I mentioned yesterday, I wrote a small 2 paragraph outline entitled "If I Were King of the Forest".  Some of you recall the song from The Wizard of Oz.   The Lion reference is not about the roar of the boss...it is not about the teeth that evokes predatory fear.  Leadership...real power...is about a presence...poise...grace under pressure.   How do people become leaders?   They achieve it through hard work and a commitment to qualities and attributes that can build processes and bind people in a common purpose and vision.  When I wrote my little op-ed, I didn't realize it at the time, but I had written my 10 qualities of a leader;   1. Honesty - Without a foundation of integrity to your word, it will be hard to maintain your teams respect.  Yes, you can always garner fear but that will require daily "beatings" to keep people engaged in their part of the process.  Transparency is the key to getting people to trust what you say.  It doesn't always mean you tell them what they want to hear and your truth will not always be popular, but honesty is the only policy.   "The truth is incontrovertible. Malice may attack it, ignorance may deride it, but in the end, there it is." Winston Churchill   2. Inspirational - I have rejected the title "movitational".  Why?  I see motivation as an "outside/in" action.  If I have to motivate then I have to do it often.  I have to provide "carrorts of reward"...or "sticks of fear" to get people to do what they are supposed to do.  Inspiration is an "inside/out" proposition.  It means people have such a strong connection to purpose and mission that they don't need daily prodding...it comes from the inside.  They have bought the vision...there is unity...people are inspired.   "If your actions inspire others to dream more, learn more, do more and become more, you are a leader." John Quincy Adams     3. Confidence - Do you believe in what you are doing?  As a leader, then that should be conveyed in everything you do and should be evident to your teams.  The sense of commitment to the people and process should ooze from your pores and be transferred to your team.  Sure, when the need comes to refine the process or realign the people, you have to do it.  Change is not a sign you don't believe...it is a sign you are willing to do whatever it takes.  Confidence means "with faith"...a good leader has faith in the vision. "There are times when a leader must move out ahead of the flock, go off in a new direction, confident that he is leading his people the right way." Nelson Mandela     4. Optimistic -  While confidence says "I believe"...optimism says "I feel good and positive, even when things don't go like I planned".  Subtle difference, but optimism is a daily "energy" that is the frosting on the confidence cake. You should not be mercurial...up and down based on achieving (or not achieving) sales goals or benchmarks.  A true leader can be counted on to be stable...a rock of positive mental attitude.    "Perpetual optimism is a force multiplier." Colin Powell   5. Approachable - As my strategy to eliminate the claims backlog from yesterdays crumb would attest...sometimes the best ideas come from below the leadership on the org chart.  A strong leader is open for constructive conversation, and yes, sometimes venting and complaining.  Not to undermine the other leaders you have in place, but an environment of inclusiveness and cooperation.  If people don't think they can speak openly, they will dissent secretly.   "Leadership is solving problems. The day soldiers stop bringing you their problems is the day you have stopped leading them. They have either lost confidence that you can help or concluded you do not care. Either case is a failure of leadership."  Colin Powell    We will look at the other 5 next time.  For now, look around you at the people who are leading you today...do they have any of these qualities?  What about you?  Do you want to be a leader?  Run your own company?    Make your list of the qualities you need to develop for the day you are...   Leader of the Pack!   Until Monday, I wish you Money, Power, Success!

If I Were King Of The Forest! part 1

It was 1994.  I was processing claims for General Motors with MetraHealth.  I had taken the job (more specifically, begged for the job) which was "underneath" me based on my experience and skills, but I really needed a job.    Funny how kids make working a necessity!   I thought I was going to be on the fast track to management and upward mobility and claims was just the foot in the door.  Two years later...there I sat...processing 1,000 claims a day.  I know what it is like to be in a "dead end" job.    With all my skills and talents, why was I still sitting there?   The 300 person operation was run by an "anti-leader" (no, I didn't say the other word, but I might as well have!).  I am not blaming him for my plight, but he was an autocrat, morale was low, the door revolved and people did "just enough for the city"...to keep their jobs before a better one came along. .  At one point, we had a major claims backlog and he came out and addressed the team.   "If we don't get this excess inventory of claims down in 60 days, I will clean house and let all of you go.  There will be no overtime and accuracy better remain at current levels!"   And then...he walked off.   The water cooler talk began quickly the cliques circulated their brand of dissention.  The negativity was thick and the talk acerbic...there was even talk of a walk-out.  Normally, I kept to myself on that job and typically played my Walkman CD (hey, I said it was 1994!) to block out the "noise", but this time I joined in...   "What does he think...that we can make 'bricks with no straw'?...he must be crazy!   As I got a few "Amens" something on the inside of me hit hard.  Call it guilt, conviction or my naturally optimistic disposition, I felt the pull of instincts say,   "If you don't have a solution...shut up!"   In an ephiphany, I decided that I would create a solution.  I spent the weekend working on a plan for eliminating the backlog and things that might improve the environment.  On Monday, I went into the Directors office and laid it out for him - 5 pages of spreadsheets, bullet ridden paragraphs and a timeline.   He grumbled and said, "We have a plan...now go back to work."  Remember I said he was an "anti-leader"!   Two days later, the supervisors came out and laid out a plan for catching up the backlog.  As you might have guessed, it was my plan...verbatim.  Teams awards, bonuses, daily recognition and a systematic, quantifiable strategy for getting us where we needed to be...   It worked.   You might think that I was angry...yeah...I was.  But looking back, it was a major turning point in my life.    I never got credit...I was never promoted.     In the midst of my anger, I decided to write another document.  I had saved up and bought Personal Power by Anthony Robbins and in his goal setting workshop, I wrote 2 paragraphs that would inform the next 18 years of my life.  I wrote what I would do if I were ever in a position of leadership.   My chance came about a year later...I ended up taking a job in 1996 with the company that bought MetraHealth...United HealthCare.  I was given a sales job with Medicare and then became a manager, supervisor and director - in 12 months.   I looked at that tear-stained page just the other day and recognized the 10 qualities that I wanted to exhibit if I ever got the chance to be a leader... the title?...   If I Were King Of The Forest!   Until tomorrow, I wish you Money, Power, Success!

Solving the People Puzzle! part 2

"A genuine leader is not a searcher for consensus but a molder of consensus." Martin Luther King, Jr.   I received a few emails yesterday from people that have teams that they are responsible for. The questions/comments came in various forms, but the common refrain;   "I understand the 4 stages, but what is the best way to form the team to minimize the storm?   How do I bring the team together?"   There are a few simple but very impactful things that I have used to help bring teams together and are pre-requisites to moving past forming and storming - they revolve around The People & The Process;   When they know why they are doing it - This is the Unifying Vision.  This has to be more than a corporate slogan or fancy statement.  You have to expound on what the team's goals and purpose is.  Some of the people on the team only see a paycheck...show them more.  They need to see the value and impact of what they do on the customer and the company. People will give more when they know "why".   When they know they are respected - People on the team have to feel (and be!) included.  Do the people on the team know each other?  Next meeting, let them do "self-introductions" telling who whey are, what they do and a little about themselves.  Encourage people to add their voices to brainstorming or strategic planning sessions.    Give them a stake in the process...that is the highest form of respect for their gifts and talents. Some of your best ideas will come from people who seldom speak up!   When they know what they are doing - Most of us want to know we are doing a good job and are being effective.  If the process is chaotic and dysfunctional, it allows some people to "hide" while others work their tails off.  That breeds dissent.  The process should be clear and well defined (in writing) so there is no question about who is doing what.    A well defined process helps build trust and allows for measuring, monitoring and managing.  It helps determine who should be rewarded and who on the team may need help.   When there is communication - Company rumors begin when there is an absence of communication...if you don't tell them they will come up with their own assumptions of what is going on - likely negative and probably not accurate.  Everyone wants to feel like they are "in the know" and not left in the dark!    Set up regular communications - like weekly team meetings or newsletter style updates. You can give kudos to the team for reaching benchmarks or discuss upcoming challenges.  Yes, there are some things that are too sensitive to share, but the more communication you can provide...the better.   When they know what's in it for them - We can tie people to the company vision, but ultimately, they are working for themselves, their families and their future.  You have to provide them some level of career guidance and progressive levels of opportunity.  They should understand that opportunity to earn and grow will be based on their part in helping the team/company fulfill its vision and mission.   As a team leader, you have to recognize that some of your people are only passing through, but some are in this for the long-haul.  A true leader recognizes this and creates and environment that people are willing to give it all they've while they are there.   In the beginning stages (forming and storming) you will notice that the greatest emphasis is on The People.  The Process is important but people who are vested and bought in with high morale will move mountains with teaspoons!    All the tools and great processes will fail if people are not engaged.     The most important thing a true leader can do is build consensus and provide people a greater sense of purpose and belonging.  That requires the leader be focused on...    Solving the People Puzzle!   Until tomorrow, I wish you Money, Power, Success!

Solving the People Puzzle!

"A leader is one who knows the way, goes the way, and shows the way."    John C. Maxwell I took a new job years ago as a sales director and the VP sat me down the first day to "brief" me. It wasn't brief at all. The 4 hours were spent providing me with operational details that would be necessary but I didn't think were primary. What about the people? I asked. "They are a mess!" he answered.  Then I said something that could have gotten me fired my first day,   "Then the process you just outlined won't matter until we address the people". Are you building a team or did you inherit one?  Building teams is tough work.  It requires you understand two things... The People and the Process.   I always focus on the people first.  If the people are strong and the process is weak, you can make it.  If the process is strong and the people are weak...you will have challenges.  How do you bring the two together to have a strong team and process? You start with the people.   If teams are already strong and performing you are lucky.  If there are skill deficits, morale issues, cliques and "old guard" mentality...you will have your work cut out for you.  The process of building a strong team is outlined perfectly by psychologist Bruce Tuckman with his 4 stages of becoming a team   Forming - Storming - Norming - Performing     You can't expect a new team to perform well when it first comes together.  The dynamics of human behavior - from fear, self-preservation and "don't change my good thing" mentality requires unifying people to a common vision and mission...that takes time.   Let's take a look at the 4 stages;   Forming In this stage, most team members are positive but apprehensive - no one really wants to speak up not knowing if it is safe.  As people are just coming together (or brought back together) no one really understands what other people do and they have not been given the "unifying vision".    As the leader, you have to provide an environment of safety for people to speak and express. You also have to convey the team/company's mission and vision in a way that is relevant and starts the process of unifying the team...it wont happen overnight, but provides a foundation. Storming When the euphoria of Forming wears off, there is natural resistance to implementation of new processes.  People don't trust each other, they may point fingers and conflict occurs.  If you don't push through this toughest stage, your team will fail...or become dysfunctional.   People will naturally protect their position and differing work styles will cause frustration. If the team doesn't understand or haven't accepted the vision, some may question the worth of the team's goal, and they may resist taking on tasks.   Norming Gradually, the team moves into the norming stage. This is when people start to resolve their differences, trust their team, and respect your leadership.  As levels of success occur, people develop a stronger commitment to the team goal. Performing When success comes more often, and the team faces challenges as a cohesive unit, you are reached the goal of performing.  The processes are well-defined and people know what theyare doing and their value to the team.  People trust, they communicate and as the leader you can focus on things that will improve the team.    It is rewarding to be a part of the team at this stage, and people who join or leave won't disrupt performance because a leader is a masterful at...   Solving the People Puzzle!   Until tomorrow, I wish you Money, Power, Success!

Follow the Leader!

Happy Monday! A few days ago, I got a call from someone I had tried to help a couple of years back.  They are a great individual producer of insurance products and were trying to run the gauntlet to become an agency. They had a about 20 agents who were in the fold at that time.  My advice...transition from being a producer to being a leader. Well, as you may have guessed...they didn't take my advice.  I am not the "I told you so" type (it was tempting) but as the excuses mounted I had a "Dr. Phil" moment.   "They are not following you because you are not a leader."  Silence. To allow that silence was tough for my personality as a "rah rah" optimist, but it was the only way.  To their credit, they admitted they could not let go of the security of producing to face the uncertainty of other's efforts and production. Leadership is risky...but rewarding when done right. So I am going to begin a series on leadership.  Much like Friday, I am going to borrow the voices of some great people to explain how effective leadership is accomplished.    "A leader is one who knows the way, goes the way, and shows the way."   John C. Maxwell    "If your actions inspire others to dream more, learn more, do more and become more, you are a leader." John Quincy Adams      "A genuine leader is not a searcher for consensus but a molder of consensus." Martin Luther King, Jr. "People ask the difference between a leader and a boss. The leader leads, and the boss drives." Theodore Roosevelt "A good leader takes a little more than his share of the blame, a little less than his share of the credit." Arnold H. Glasow    "The task of the leader is to get his people from where they are to where they have not been." Henry A. Kissinger  Today, I just wanted to leave you with some points to think about and reflect on what kind of leader you are.  For those of you who are running teams, sales organizations, or your own company, the next several days will give you an approach that I believe can help you establish yourself as the leader and take your team to the next level.   I don't have all the answers, but over a 30 career with over 25 of it in leadership, I have the awesome privilege of looking back and seeing a group of talented, committed people who with a phone call or email would follow me...   Why?...Because people will...   Follow the Leader!   Until tomorrow, I wish you Money, Power, Success!