Say no to the comfort zone - step into the learning zone!
A large part of the working world is in home office. Personal conversations are reduced to a minimum. Distance is the new form of decency. The past year has changed many things that we could never have foreseen. Apparently unshakable processes had to be suddenly adapted. Structures that previously provided security no longer fit into our daily work routine. Team members work in different locations and/or at different times. Of course, these circumstances are a challenge for leaders. However, I also see what we are currently experiencing as a valuable opportunity for all people in leadership positions. In the virtual working world, Modern Leadership is in demand. The more impersonal the collaboration becomes, the more the human being comes back into the focus of good leadership.
But what exactly is Modern Leadership or NEW WORK?
From my experience, the 3 most important pillars of modern leadership are Empowerment, Empathy, and Purpose. These pillars are based on the foundation of Trust.
I see Empowerment as the ability to empower my employees in their jobs. As a leader, I enable them to perform their tasks to the best of their ability. Here, we have general prerequisites for the entire team such as well-functioning technology for home office, clear communication, as well as reliable and accessible contacts in all departments. However, there are also ways to empower each employee individually for their job.
In times of lockdown, where schools and kindergartens are closed, I see, for example, very flexible working hours for mothers and fathers who are "on the side" caring for their children at home. We can no longer work according to a fixed schedule and a predetermined shift plan. The exchange and coordination between team members and the leader become essential. Involving each individual and the entire team simultaneously fosters a common understanding on the path to networked work and from top-down to bottom-up.
Personally, I am a fan of results-oriented work. It is not important to me how many hours my team member needs for their work and where they perform it, whether someone works during the day or at night. As long as the result is satisfactory, I give everyone the freedom to organize their work themselves. This requires trust. I have to let go of my need for control in order to give the employee the space to do their tasks in their individual situation as best as possible. This is not easy at first. But believe me, it is worth a try. The "What" replaces the "How" and allows people to find new ways independently. The employee feels that you trust them and enable them to work independently.
Especially in customer- and service-oriented companies, Empowerment is becoming increasingly important. Because the way I treat my employees is the way my customers will be treated. Customer service can become a clear USP of a company and significantly contribute to customer loyalty. And the more empowered and enabled your employee feels in their position, the more conscientiously and motivated they will perform their tasks. Another factor strengthening the role of your team members is an open feedback culture. Give your team the opportunity to shape the company and improve processes. I am grateful for honest feedback, as this is the only way I can identify improvement potential in all areas of the company.
Feedback is a gift and the growth engine of every company! I don't need to mention what it means for customers and my fellow human beings to be perceived with their concerns, issues, and ideas at this point.
Undoubtedly, one of the most important core competencies in leadership positions is Empathy. Humanity becomes the USP of successful leaders in the digital age. We work with people and people follow people - not titles. We must keep in mind that everyone makes decisions for or against something based on a certain context. If I do not know the context of my employee, it is relatively easy to judge their approach or work results as "wrong". It is a myth that empathy cannot be learned. The simplest way to become more empathetic is through asking questions. Very simple. "Where are you currently in relation to your task? What do you need from me? How can I support you more?" I always recommend a cooperation on an equal footing. Leadership becomes personal! Speak openly with your employees and be simply human yourself. We learn from mistakes. Therefore, it is even more important to understand why the other person decided for or against something. How did the respective task appear to the team member? How does the current situation affect the team member? Are new processes not entirely clear? Or is the person perhaps overwhelmed by the technical innovations in the home office? There is an answer for everything. If you know this answer, you are already a big step ahead in your work. Personal relationships become increasingly important in everyday business life. Often, a good understanding of people benefits you more than a knowledge advantage.
The third pillar for good Modern Leadership I call Purpose. This is about creating a common vision. Where do we want to go? Why do we want to achieve this goal? Why is the work of each individual so important? When your team feels a sense of purpose in their work, when the goal is clear and everyone wants to get there voluntarily, you pave the way faster, require less effort, and achieve better results. It is less about what you do, but rather about why you do it. A common sense of teamwork brings intrinsic motivation that cannot be achieved with extrinsic motivation. Work should be enjoyable! Think about when you were last truly motivated. Did you set a goal for yourself? Or were you working towards something that was "assigned" to you?
I can only advise you: Be human and approachable. Show your team members that you enjoy working together. What has delighted me during the past months were the ideas that went viral on various internet platforms and apps. There were "virtual breakfasts," virtual coffee breaks, shared video games, and even online wine tastings. Surprise moments during virtual video conferences or challenges provided motivation beyond the daily work routine. Here, leadership becomes simply more personal - without a mask!
I actually prefer video conferences to phone calls. Why? Apart from being able to "look into the eyes" of my conversation partner and better assess how they mean or understand certain facts based on their facial expressions and gestures, video conferences also provide a live view into the other person's workspace or even living room. I get an insight into their private environment. And through this, you can become even more approachable and likeable for your employees. Is your cat walking across the screen? Are the kids calling for you in the background? Great! Perhaps you remember the video where two children interrupted their father's live interview with BBC News. The mother slid into the home office in her socks to hastily remove the kids. The video went viral in no time and sparked conversations. The situation was funny because it did not fit into the otherwise professional environment. But above all, it was funny because it was authentic and understandable. Professor Robert Kelly and his family became the nation's laughter, but his professionalism was never doubted. On the contrary, he received a lot of sympathy that he never expected after the incident.
As a leader, you become a team developer and are significantly responsible for the culture and values of the company. Utilize the skills and personal strengths of each individual for the common vision. Build on Empowerment, Empathy, and Purpose. Leadership is always a service to the team. You alone decide whether your employees receive a 5-star service from you or not. Especially in a time when social contacts are too short, small gestures can brighten up the (work) daily routine of your team and significantly increase motivation.
Take advantage of the virtual working world as an opportunity. Be supportive and part of the common vision. Provide space for potential development and always stay well connected.
Does it take a new kind of leadership to achieve real customer enthusiasm (CX)? Yes! Modern leadership, service culture, and customer-centricity are not just theoretical concepts for Anika Tannebaum, but real everyday work. She is passionate about the topic of Service Excellence through well-led teams.
In times of home office, contact restrictions, and distance, Modern Leadership puts people at the center and thereby becomes the differentiating factor for successful companies worldwide.
What does New Work mean, what are the secrets of meaningful leadership, and the differences to traditional leadership? How do I lead high-performing teams with a high level of intrinsic motivation? Learn this from the expert in your new training "New Leadership Practitioner."
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