8 Leadership Strategies From An Influencer


Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.

Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace.

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience.

Creating and maintaining work relationships isn’t hard, if you just remember a few simple rules that you probably learned before you were even in your teens.

1. Do unto others…

Or, as my mum would say, “treat others the way you would want to done by”. In business, that means treating fellow employees, customers and others with the courtesy and respect you’d like to receive from them.

2. Offer help without expecting something in return

If a coworker or associate needs help and you’re in a position to provide it, do it! You’ll feel satisfaction for having helped someone in need, and the help that you gave will likely reap benefits far in the future, as we all remember who our true friends are.

3. Use positive reinforcement

Studies show that the best way to elicit a particular behavior is to reward it. Criticizing the behavior you don’t like doesn’t work nearly as well, and it can damage your relationships.

In a business context, this means that you should praise a behavior you like: “John, I really appreciate you getting this report to me early and in the right format. Now I have plenty of time to review it before the meeting on Monday.”

Offer praise right away, to help link the good feelings to the action that created them. This increases the chance that the good behavior will be repeated.

At the same time, don’t avoid criticism when it’s warranted. If there’s a problem, bring it up –  just be sure to focus on the problem you have instead of attacking the individual.

4. Have realistic expectations

You can’t expect your new employees and newer co-workers to grasp all the company’s rules and procedures right away. Realize that they’ll make mistakes and need time to adjust, and don’t berate them for what they don’t know.

Instead, educate them with positive reinforcement and embrace their ideas and experiences by inviting them to suggest better ways of doing things.

In our customer experience consultancy, I always tell my team, “None of us is as clever as all of us.”

5. Honesty is the best policy

Lying undermines trust. Just don’t do it.

6. Embrace conflict, but make it constructive

Great minds don’t always think alike. Accept that conflict is a natural part of any relationship, business or personal, and learn productive methods of conflict resolution.

Try to focus arguments on the issues, avoid personal attacks, and keep the argument as short as possible. Apologize if you are wrong, and talk about ways to avoid this dispute in the future.

7. Make time to talk

Take the time to chat with your coworkers and business associates, without any motive other than to see how they’re doing and get to know them better.

8. Just be yourself

My mum gave me this tip the first time I asked a girl to a dance. It sounded like terrible advice when I was a pimply, awkward adolescent, but she was right. Pretend you’re something you’re not and people will see right through you. Worse, you can get into deep trouble at work if you act like you know more than you do.

Just be your authentic self and, like my first dance date, people will like you for who you are.

This blog post has been re-published by kind permission of Colin Shaw – View the original post

About the author

Colin Shaw is an established leader in the field of Customer Experience and as a result of his outstanding thought-leading work; Shaw has been recognized by LinkedIn as one of the original top 150 business influencers worldwide with 84,000+ followers to date.

Colin is also the Founder & CEO of Beyond Philosophy, author of 4 best selling business books & experienced speaker. Colin has not only helped shape the industry, but also leads & differentiates from others in this area as he ties together the emotional, subconscious & psychological experience.

Follow Colin Shaw on Twitter: @ColinShaw_CX

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 17th Feb 2017
Read more about - Industry Insights


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