Leading a Service Mindset with Questions Part 2

I have been mentoring a HR professional for several months now, and we have been working on the art of conversation and coaching. She is living in a typical busy, reactive HR world where everyone else’s importance is imposed upon her.

She is highly frustrated with how little self-imposed time she has left at the end of the working week, to do the important, non-urgent work.

Early in our conversations, she realised that the winning formula for her was to be better at developing her peers, colleagues and sub ordinates, so that she could equip and empower them to be better decision makers and think for themselves, rather than relying so heavily on her for everything.

Over the past few months, she has been focussing on questions and preparing for conversations. The results of which are effective and sustaining, even if it is hard work.

CO-CREATE SOLUTIONS
As leaders who truly love developing staff, it is highly satisfying when we witness that ‘light bulb moment’, when their jaw drops and their eyes widen—it’s as if you actually hear a ‘ding’ go off in their head as they experience a moment of clarity.

This is what you are aiming for but it only comes when you ask instead of tell your employees what to do. If your relationship with employees is one where you direct them to complete a task, their performance will plateau and their ability to perform in your absence will diminish.

The reality of service is that front-line leaders are not always present, you are not always available to give the answers; therefore, you need staff to think on their own two feet and truly shine when you leave the room.

When you ask questions, you actually lift your employees’ performance because they feel like part of the solution. They want to help you; they want to work with you. They are more likely to remember what to do and believe the importance of why they must do it.

If you want to enact real change in your employees, they must first see the need for change.

Jaquie Scammell
‘Love Being in Service’

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A Winning Formula

July 7, 2020|

A few weeks ago, I was chatting with one of my mentors and expressing how unfamiliar life felt at the time: new routines, new pace and new ways of [...]

Praise For Better Service

June 23, 2020|

Last week I facilitated the final webinar in a 12 month Service Habits series. For the 90 leaders who dialed in, they felt it was one of the best [...]

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June 9, 2020|

Keeping up with the needs of employees and customers today is like keeping up with a changing weather system – it can turn at any moment. You can’t control [...]

Sign up to receive fortnightly service insights.

2019-09-04T16:33:57+10:00September 4, 2019|