QUESTIONS LEADERS NEED TO ASK CUSTOMERS 1 (Chris Clark-Epstein)

Rangkaian Artikel yang saya posting secara berseri ini saya kutip dari Buku 78 Important Questions Every   Leader Should Ask and Answer  karya Chris  Clark-Epstein. Banyak Point dan pelajaran tentang Leadership yang bisa kita ambil dari topik ini. Selamat Menikmati..

HAVE YOU ever had an unsatisfactory conversation with a customer service representative? One of those situations where you felt the person didn’t care, couldn’t do anything to fix the problem, or that the person’s answer couldn’t be trusted? Several years ago I had a particularly bad experience with an American Airlines customer service representative. I asked for and was transferred to a supervisor, and together we worked out a solution to the problem that had prompted my call in the first place. We wrapped up our conversation, and she repeated her apology for the way I had been treated.

I explained that I appreciated her words and hoped that my upcoming trip on her airline would help erase the lingering concerns I had about doing business with American Airlines. As I hung up the phone, I turned to my husband, Frank, and said, “If she’s smart, I’ll have an upgrade when I check in for my flight tomorrow.” “Yeah, right,” he replied.

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QUESTIONS LEADERS NEED TO ASK THEMSELVES 6 (Chris Clark-Epstein)

Rangkaian Artikel yang saya posting secara berseri ini saya kutip dari Buku 78 Important Questions Every   Leader Should Ask and Answer karya Chris  Clark-Epstein. Banyak Point dan pelajaran tentang Leadership yang bisa kita ambil dari topik ini. Selamat Menikmati

6. Are you sure you want to ask questions?

As with any new endeavor, starting is the hardest part. Reasons to postpone action exist in abundance. “I’ll start after I finish reading the book.” “Mondays are better for beginnings than Thursdays.” Even traumatic events that would appear to cry out for changed behavior (the heart attack victim who smokes, the parent whose child gets picked up by the police for a minor offense, the leader who loses three key employees in a short period of time) don’t always have the desired effect. Smokers still smoke. Parents ignore early warning signs of a troubled child. Leaders blame the competition for stealing away their people. Behavior doesn’t change and problems escalate.

There is a simple, common, clever definition of insanity going around: Insanity is doing the same thing, in the same way, while expecting different results. I’ve seen many leaders who, by this definition, are insane. Some are even proud of their unchanging behavior, believing that sooner or later they’ll get people on their team who will appreciate their leadership style for the success it is supposed to be. While these leaders are waiting for this fantasy day to arrive, real leaders are constantly challenging themselves to try something different, learn something smarter, and risk something deeper.

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QUESTIONS LEADERS NEED TO ASK THEMSELVES 5 (Chris Clark-Epstein)

Rangkaian Artikel yang saya posting secara berseri ini saya kutip dari Buku 78 Important Questions Every   Leader Should Ask and Answer karya Chris  Clark-Epstein. Banyak Point dan pelajaran tentang Leadership yang bisa kita ambil dari topik ini. Selamat Menikmati

5.What are you afraid of?

Fear is a powerful emotion. It can paralyze you in times of crisis, cause you to cower in the face of an adversary, or lash out in an inappropriate direction. Fear will keep you silent when you should speak. Fear will open your mouth when it’s better left shut. And, worst of all for a leader, fear will convince you to back off and hide just when you need to be most visible.

You don’t, however, need to eliminate fear in order to be a leader. If that were the case, only idiots could become leaders. Fear, in addition to being a powerful emotion, is a necessary one.

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QUESTIONS LEADERS NEED TO ASK THEMSELVES 4 (Chris Clark-Epstein)

Rangkaian Artikel yang saya posting secara berseri ini saya kutip dari Buku 78 Important Questions Every   Leader Should Ask and Answer karya Chris  Clark-Epstein. Banyak Point dan pelajaran tentang Leadership yang bisa kita ambil dari topik ini. Selamat Menikmati

4. Are you happy?

 

Let me admit it right up front—this is a bias. I believe that fundamentally unhappy people make poor leaders. This statement might cause you to pause. If we were having a conversation, I’d be able to see your reaction in your eyes, and I’d repeat myself for emphasis. So let me repeat. I believe that fundamentally unhappy people make poor leaders.

In an age of cynicism, the importance of happiness as a key part of the human condition gets lost or overlooked. Young children are envied for their happiness, but it is credited to their ignorance of the world’s harsh realities. “It’s easy for them,” we say. “They don’t have a care in the world. Oh, to be like that again. I know too much to go around happy all the time.” I’m willing to admit that there is some truth in that statement. Sometimes ignorance makes it easier to be happy, but the opposite isn’t true. You don’t have to be ignorant in order to be happy. What so many people seem to lose sight of is that happiness, much like ignorance, isn’t a state, it is a choice. If you are ignorant, you can choose to get smarter. If you are unhappy, you can choose to become happy. Choosing happiness doesn’t mean that you banish all concerns and troubles. Happiness simply means that you understand all the sides of an issue, good and bad, and choose to be happy anyway.

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QUESTIONS LEADERS NEED TO ASK THEMSELVES 3 (Chris Clark-Epstein)

Rangkaian Artikel yang saya posting secara berseri ini saya kutip dari Buku 78 Important Questions Every Leader Should Ask and Answer karya Chris Clark-Epstein. Banyak Point dan pelajaran tentang Leadership yang bisa kita ambil dari topik ini. Selamat Menikmati

3. What do you want to be remembered for?

When my daughter, Miriam, went to college in Milwaukee, she worked at a bakery. Vann’s Pastry Shop was legendary for its specialty cakes, Danish pastries, and bread. When Mr. Vann died, his obituary in the Milwaukee Journal Sentinel started with the following: “Calling Bob Vann a baker would be like calling Frank Lloyd Wright an architect.” When you die and someone puts their fingers on a keyboard, ready to write about you as a leader, what do you hope they’ll type?

There is a philosophy that says you should always start with the end in mind. An obituary is definitely an end, and I’m certainly not suggesting that it’s the end you need to have in mind in order to answer this question. But what about asking yourself, “When I move to another position, what do I want my team to say about me as a leader? What do I want to be remembered for?”

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QUESTIONS LEADERS NEED TO ASK THEMSELVES 2 (Chris Clark-Epstein)

Rangkaian Artikel yang saya posting secara berseri ini saya kutip dari Buku 78 Important Questions Every Leader Should Ask and Answer karya Chris Clark-Epstein. Banyak Point dan pelajaran tentang Leadership yang bisa kita ambil dari topik ini.. Selamat Menikmati

2. How do you feel about being a leader?

When you got the message that you were being promoted into a leadership position, I’d guess you were excited. Promotions usually mean more prestige, more opportunities, and more money. People congratulate you, offer to buy you lunch, and your picture appears in the company newsletter. Good news all the way around.

Then there’s the reality. Tasks are dumped on your desk with little or no explanation attached. People are clamoring for your time and attention. Meetings on subjects you’ve never heard of fill your schedule. Those who report to you expect you to solve their problems, resolve their conflicts, and even deliver feedback messages they’re too afraid to deliver themselves. It’s time to think about your feelings.

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