Directions, and Direction – leaders need both.

12 05 2015

“Directions are instructions given to explain how.  Direction is a vision offered to explain why.” ~Simon Sinek

Line managers have a very important role, and that, at the very least, is to give directions.  They are the folks to do the real training of new staff (post-orientation).  They teach staff how to answer the phone, how to do X, Y, and Z on the database of record.  These leaders are the first line of defense when “gray area” issues arise, and it’s our job as leaders to ensure that they have as much information as possible, so that they can be the resolution point for the vast majority of front-line issues.

Senior leadership also has to give directions to the front line managers below them.  However, wise leaders will take the time to give direction, too.  Sharing the vision of where we are headed, or the tone that we want to lead with will make it easier for the front-line managers to solve most of those first-level issues.  Giving them a lens through which they should view challenges, and make their decisions is that direction.  Whether it’s a mission statement for a non-profit, or a leadership philosophy across all types of organizations, arming them with the direction is the first step to avoiding escalated issues, and enhancing customer satisfaction.

Speaking of Directions…

paleo

Rubes cartoons used with permission. www.rubescartoons.com

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