Leadership

7. Manage the Team

The lighter your management touch when things are going smoothly, the more you have in reserve for emergencies.

7.1 Delegate more than you think is possible.

• Break strategy down into projects that individuals or small groups can tackle.
• Provide positive supervision. Ask people what they feel they are best at -- and give them the chance to do more of it.

7.2 Motivate people by showing you notice everything that goes on. (See Motivating employees.)

• Build people's confidence by trusting them with challenging projects and targets (see Assertiveness).
• Let people know their views and ideas are always taken seriously.
• Give full credit for every success.
• Give individuals rewards that matter to them. A half-day off may cost less and mean more than a cash bonus.

7.3 Lead by example.

• Show the honesty and consistency that people want from a leader.
• Let everyone see from your actions what you mean by excellent service.
• Show confidence. If there is a problem with a particular customer, let everyone see that you are prepared to pick it up yourself and sort it out.

7.4 Develop people's potential.

• Provide training for the team, and for each person individually, including yourself.
• Encourage employees to try new things.
• Create opportunities for people to learn without risking disaster.

7.5 Make communicating second nature.

• Question, listen, and take time to ensure employees understand the reasons for any important decisions.
• Consider how people will be affected before communicating changes.