Friday, February 6th, 2015
Why is leadership important to me?
In the second part of his blog, Appco Group UK Senior Call Centre Manager Glendon Evarts explains the qualities of effective leadership and why it’s important to him.
People who work with me are an extension of me. My goal is to help people achieve their own objectives through reaching their potential in the work place. As a people manager and a leader, I need to make life-impacting decisions, such as hiring or promoting people and in some cases developing their potential, on a weekly basis. These decisions can literally be life-changing – positively or negatively – to people in my team.
In light of this, I make sure I do everything in my power to help people succeed and progress – and I hope I give my team every opportunity possible to reach their potential.
In turn, when you treat your team with the respect and integrity they deserve, their output and work ethic drive results that will make your business shine. Not to mention, it creates a culture that will drive your eagerness to succeed every day.
Here are some aspects of leadership I find are most effective.
Be an amazing listener
Listening to your team will drive how effective you are as a leader. And make no mistake, I mean listening objectively, with a clear mind. We all have our previous experiences and preconceptions that cloud our judgement, but here is the thing, everyone is different. When you listen, you listen like the words you are hearing are gold. No day-dreaming or dismissing; give your people the time to share their thoughts, ideas, and experiences. Your business will benefit and your team will feel recognised and respected.
Have a good moral compass
Do the right thing. To be a great leader is to set the ultimate example. Do the right thing by people, make decisions that you are proud of and coach the ethics that you live by. Create your own path and project this culture onto your team. Be transparent, keep them in the loop and make decisions that are best for both your team and the business. Whenever I am selling, coaching or making decisions I always ask myself: how would I feel if someone was selling this to me? Or, how would I feel if someone managed or coached me like this? Lastly, have integrity. Do what you say you will do, when you say you will do it.
Be an open resource
If you find yourself in a position of leadership, it is likely because you had someone develop your own abilities. In turn, provide the same service to your peers. Holding on to what makes you great only makes you irreplaceable and no one wants to promote someone they can’t replace. Share your knowledge with anyone willing to hear it and to take it on board. Be an open resource and share what makes you great – not only will you develop a fantastic leadership team underneath you, but you will also open yourself up for promotion or growth.
Always be objective
When you are dealing with issues in the business, always be an objective listener. Find out the facts and never let the opinion of someone else taint your vision. There are two sides to every story, make sure you listen to both sides without preconceptions. Every individual has their own journey and experience, and you will be surprised at what you will learn about people if you allow them to share openly and you have their trust. If you have someone’s trust, always respect it.
You can only manage expectations if they are clear and agreed by both parties. If you need someone to do something, sit down with them, clearly communicate your request and desired outcomes, and discuss options that will give that person the ability to fulfil the objectives they’ve been set. Let them come up with some options so that they have involvement in the process and allow them to agree the ones best suited to them. If for some reason the goal is missed, it can be managed accordingly. Most people hate being told what to do, but they love being involved in a decision-making process.
Glendon Evarts is Senior Call Centre Manager for Appco Group UK.