Flexability | Actions, not words, inspire

We’re all in business to do one thing: create value for clients.

To do that, we business leaders must inspire our talented colleagues to keep creating that value. It can be a hard task keeping tabs on all the different personalities we deal with, and what makes them tick.

I promise that the time and effort this takes is worthwhile. Inspired colleagues really do produce brilliant work; they are motivated and constantly make sure that customers’ needs are put first. It’s a win-win situation.

Actively Listen

The place to start is active listening. Although we need to actively listen to our clients, to find out what it is that they truly need, we also need to actively listen to our colleagues too. Without doing this, any attempts to inspire will eventually fall flat.

Active listening involves being fully present and attentive when someone is speaking, and listening to understand, not to reply. To fully practice it, we must use our body language to show that we are truly hearing what is being said and that we are reflecting on it. The good news is it’s like exercising a muscle – the more you practice active listening, the stronger this talent becomes.

We leaders also must show, every day, that we are available to listen, without agenda, bias, or judgment. That is how we will keep tabs on what is really happening in our business. It is also how we’ll build appreciation and loyalty.

Take a walk

One of the most effective ways of doing this, I have found, is to take time each day to physically walk through the office. This way I get to see each colleague. I take time to listen to each of them. I touch them. It’s incredible how much putting your hand on someone’s shoulder or arm really does to help them feel truly seen and appreciated.

Of course, in these post-Covid days, or in companies that have several satellite offices, this is not always possible. That pandemic really changed our working environment, and it looks like some of the changes are here to stay. Don’t worry, keep reading – there are answers to this conundrum.

McKinsey’s most recent American Opportunity Survey reveals that 58% of US workers have the opportunity to work from home at least one day a week, and 35% are doing so five days a week. (To complete this report, McKinsey collaborated with market research company Ipsos to survey 25 000 Americans, including those in traditionally “blue collar” jobs, in the spring of 2022.)

That’s a huge change.

Spend time, but don’t waste it

Luckily for business leaders, the rise in remote working brought with it technological developments that can solve this challenge. We just need to use technology such as Zoom, Microsoft Teams and Google Meet, plus instant messaging services such as Slack, to the best of our abilities. Emojis and GIFs can aid in quick communication, although if you’re a baby boomer like me, it’s good to know what each emoji conveys to different generations.

I still believe in-person meetings are best, but the online modes can really close the gap well. We need to use them to show that we are interested in what each person is doing and that we know how their work fits into the overall task of serving our customers’ needs.

A good business leader needs enthusiastic and loyal managers behind them. It’s important to know how to inspire each of these vital colleagues as the individuals they are. I use the quiz from Gary Chapman and Paul White’s The 5 Languages of Appreciation in the Workplace to find out how best to motivate each of the people who report directly to me. I have each person who reports directly to me take the quiz, and I recognize their work in the “language” that suits them best. Actions, not words, inspire.

Knowing this, I also schedule 45-minute meetings with each of the people who report directly to me, one-on-one, every week. I take these very seriously: I rarely cancel, and strive to never be late, operating on the maxim “Early is on time, on time is late.” My goal is to show, with this time, that I care deeply about who they are beyond their service to the bottom line, and that they are worth my interest and time.

My advice is to start these – and all – meetings with actions that emphasize respect. One way I do this is to open with a grounding exercise (it need only take a minute, or less) before moving on to professional and personal bests for the week.

Here are a few ideas for the type of grounding exercises I use: take 30 seconds to do a breathing exercise with closed eyes; have everyone write down three things for which they are grateful; or write a note to someone close to them, telling that person why they appreciate them. Grounding exercises are helpful because they calm the mind and create good chemicals in the brain.

Importantly, when it comes to emphasizing respect, I am adamant about protecting my colleagues’ personal time. For instance, I rule out weekend emails that expect a response. Also, when I meet with these colleagues, I am always curious about how they approach their work time. After all, the traditional 8am to 5pm working day is no longer with us. The knowledge I gain helps me fit my requests into the way they manage their day. Most importantly, I use only work-related meetings to make decisions; information-sharing belongs in emails.

Love is all you need

The return on time spent with the company superstars is unquantifiable. I choose a top performer each day and spend time with them in a one-on-one discussion on transforming challenges, whether personal or professional, into a passion for excellence.

I want every person in the company to anticipate and solve client issues and to adapt to the ever-changing needs of the working environment. I strive to create a work environment inspired by love where colleagues feel heroic in their daily actions. I’ve never regretted it.