Contact Center Leadership 1: Leadership Captial

Leadership isn't just about giving orders; it's about building something intangible yet immensely powerful - Leadership Capital. Today, let's break down this concept that separates the great leaders from the rest.

Understanding Leadership Capital: The Psychic Income of Influence

Leadership capital is the emotional currency that buys us trust, respect, and influence within our team. It's the psychic income - the reward we earn through our daily actions, decisions, and overall conduct. Picture it as the fuel that propels our team toward success.

Earning Leadership Capital: The Art of Fairness and Genuine Care

As supervisors, you hold the reins to influence and guide your team. To accumulate leadership capital, we must engrain fairness into our daily operations. Fairness isn't just about following the rules; it's about creating an environment where everyone feels valued and heard. When we're fair, we earn the trust that is priceless in leadership.

Take a moment to visualize gaining this currency. It's not handed out freely; it's earned through consistent actions and behaviors. It's nurtured through fairness, empathy, and genuine care. Making decisions that prioritize our team's well-being, listening and acting upon their feedback, and leading with integrity - that's how we deposit into our leadership capital account.

Navigating the Minor Hiccups: A Compassionate Approach

In the plumbing call center, we encounter those tiny hiccups - a missed call, a documentation error. Instead of unleashing harsh reprimands, let's adopt a compassionate approach. Address the problems with understanding and guidance, recognizing that it's the small deposits that fortify our capital.

Spending and Squandering Leadership Capital: An Investment Game

Now, let's talk about spending this valuable currency. Imagine it as a strategic investment. We use it on crucial issues that demand strong leadership - standing up for what's right, navigating challenges, making bold yet calculated moves. It's an investment that yields trust and respect.

However, just as easily as it's earned, leadership capital can be squandered. Being too harsh, constantly on edge, or even appearing overly relaxed or goofy when seriousness is required depletes this capital swiftly. Letting our emotions take control, resulting in snapping or lashing out, is a surefire way to drain our account to zero.

The Fragility of Leadership Capital: Protecting Our Most Valuable Asset

Leadership capital is fragile. It's built over time but can vanish in an instant with a single wrong move. To protect and preserve it, let's focus on consistently demonstrating integrity, accountability, and genuine care for our team.

In summary, every interaction, decision, and behavior either adds to or subtracts from our leadership capital. It's our responsibility to protect and preserve it by being composed, fair, and balanced in our approach.

Let's strive to build a reservoir of leadership capital by being the leaders our team deserves - fair, empathetic, composed, and focused on our shared success.

Together, let's build this capital and empower our team to reach new heights.