Corporate Compassion... A leadership trait
When I look back over my career, I always remember the leaders that I’ve had the privilege of working with. Leaders... not managers, which is an important distinction and yet has nothing to do with titling in the workplace. I want to spend some time talking about the difference between the two because I think it helps make a point regarding the authenticity of corporate compassion.
I remember the leaders for one reason: they demonstrated that they truly cared about and valued the people that followed them and the customers they represented. That trait doesn’t make them the titans in the business world or visionaries in their field, but it does make them amazing AND lasting leaders.
Without romanticizing leadership, as a leader, you generally have 2 constants: a goal and a team. And as the leader of the team, your job is to get the absolute most out of that team with the understanding of their strengths and weaknesses, their motivations and their blind spots. You do this with honesty, and transparency while also being privy to more in depth organizational knowledge and information than the people you lead. The great leaders I’ve worked for were masters at keeping a pulse on their people, and accomplishing the goal.
Management is different. Management also focuses on accomplishing the goal, but does not invest in the emotional intelligence it takes to lead. Managers have a goal: profit margin targets, expense reduction, the next promotion etc., and come hell or high water, they’re accomplishing the mission.
Depending on the organization, one will be more favored than others. In management focused organizations, you’ll hear things like a improving our bottom line or making the best business decision, and while neither of those are bad things within an organization, they are not the only things. Management is black and white, more science than art, while leadership is far more nuanced. In a leadership focused organization, you see things like front line employees having access to the top of the organization, ideas generated by addressing obstacles, and there is always a constant flow of information and leaders are there to guide the ship.
Both managers and leaders get the job done, but the key distinction is their impact on the people they represent.
This is important to understand because while we face an unprecedented time in all of our lives, many organizations that are leaderful (new word) have nothing to worry about and those that run by managers will either have a rebirth or perish.
Why?
Undoubtedly, there will be messaging from corporations: “we are here for you”... “we’re all one big community” and more. These are important, defining statements in a time of uncertainty. But what will give these messages resonance is who is delivering the message. That makes all the difference. Is there a true relationship? Have you been there for each other before? Is the relationship one sided? All of these question can have favorable or unfavorable answers.
For example, one of the leaders I worked for ran our market for decades, built a tremendously loyal team and knew almost every customer (and their business story within the market). He was a polarizing figure within the organization, but one thing that was unquestionable was the loyalty between him and his team. They’d run through a brick wall for him and as a result, during his tenure the team was consistently successful. They’d been through a lot together so when tough times surfaced, they were undaunted. When he said we’ll get through this, both the team and customers believed him.
Another leader I worked for during my career had a unique ability to meet people where they were. He could speak the King’s English or head down to local watering hole and mix it up with the pressmen. He knew the value of relationships and that’s why no matter the regime change, he knew exactly how to move and inspire his team. He met the team where they were and had the courage to trust himself and them to get through.
The common thread is the people and the relationships that exist because of them. Without relationship, there is no trust. Without that trust, there is no resonance in the expression of compassion... with the team or with clients.
So as we move through these unpredictable times, where many businesses will continue to fight for survival and your organization responds with corporate compassion the question becomes “Will this message resonate within your communities or will it fall on deaf ears because there is no leadership or relationship?”
A few leadership steps for the road ahead:
This is a perfect time for HONESTY and transparency with the customer regarding the relationship, not the business. Find out what the company has done well, and what is in your blindspot.
Anyone with people leading responsibilities should be in close (virtual) contact with their people and their customers. Less conference calls, more check-ins. This is a good time to find out what’s keeping them up at night and how you can help.
The town-hall or all hands meetings should be about quelling fears and anxieties, not about profits and projections or cutbacks.
Identify the truth tellers (high integrity, hyper engaged employees that know what needs to be fixed) within the organization and give them a voice in shaping the road ahead.
End everyday by answering these 3 questions: Was I competent? Was I credible? Did I make an impact?
Get others involved, and don’t be afraid to ask for help.
Lead on.
-TG