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The times they are a changin'. Life used to be simple:
managers managed. They directed, controlled, commanded. But that doesn't
work anymore. Today's managers must learn to become leaders.
What's the difference? Leaders ask questions -- they don't just give
answers. Leaders listen instead of always having something to say. And
most importantly, leaders let others lead.
Letting employees lead can be awkward for employees and managers, at
first. Employees are accustomed to being told what to do, and managers
are used to managing.
Let's say you receive a complaint from a guest about an undercooked
pizza. The old management model says the floor manager takes care of
the problem and talks with the customers. The new leadership model says
the line cook (who undercooked the pizza) talks to the customer. Maintaining
a "line of sight" connection to your customer makes a big
impact on the employee and the customer.
In his book "Flight of the Buffalo," author and business
consultant James Belasco likens traditional command-control management
to a herd of buffalo. A buffalo herd has one leader, and all of the
buffalo follow the leader. Geese, on the other hand, work as a team,
alternating flight positions to share the lead. Belasco says that the
single greatest challenge to an organization in the new millennium will
be learning to let employees lead.
In the service business, customers don't buy from management teams
or restaurant concepts. They buy from people. It's time to let your
own employees take the lead and the responsibility for converting just-plain-customers
into word-of-mouth ambassadors.
Leadership begins with a commitment to a solid organizational foundation.
Do your employees share the same goals you have? Do they know the rules
of the game? Where is your organization in this transition from managing
to leading? Here is a 10-point test to determine how close you are to
letting you employees lead.
How did you score?
5 Points or Below
You have some work to do. Pick up a copy of Flight
of the Buffalo, and decide whether you'd rather have a team
of buffalo, or a team of geese.
6 - 8 Points
You're on your way. Don't fall into the management style just because
it's easier sometimes. Reinforce your commitment to leadership.
9 - 10 Points
You're a true leader. Maintain your focus on your employees and
watch as morale improves, turnover decreases and customer satisfaction
soars!
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