Recently I had the privilege to attend a Resilient Leadership Seminar in Singapore and there were a few great speakers there. Allow me to share with you in humility what I have gleaned from the great minds of three people:

1. Samuel Lock, MD of Clarion Consultants
2. Professor Chow Gan Moog, Head of Department of Materials Science and Engineering, National University of Singapore
3. Boyd Au, Founding Member of Public Listed Singapore Company, Enzer Corporation.

On providing Effective Leadership:

Here are the DOs:
• Do the best and right thing for the organisation and not for self gain.
• Dare to Dream and communicate your vision to others.
• Provide Exemplary Leadership- Integrity, Caring for others and a Willingness to sacrifice. 
• Admit mistakes when I am wrong and sincerely apologise for it.
• Take responsibility when things go wrong and credit others when things go well.

Here are the DON’Ts:
• Lead decisively. Do not lead from behind the line.
• Be Willing to be misunderstood and do not feel sorry for yourself.
• Don’t be a YES man. Disagree reasonably without being disagreeable.

Kenneth’s comments: A leader has to lead from the front. I am actually dismayed when I hear leaders asking more from their employees when they have not lived up the standards they have set. Even simple things like coming on time for work and meetings, if the leader cannot fulfil the requirements, he/she has no right to ask from their staff. Leaders have to be integral in everything they say and do, this is so that their followers will know that they mean what they say and say what they mean.

Another major point highlighted is that a leader should give credit to others when things go well and take responsibility when things fail. This is an act of humility that lifts our team higher that the leader itself; I feel that this is a fine example of servant leadership.

On creating a Strong Vision:

“A leadership has to have a clear mental picture of what is the future state of the organisation. It is a definite goal about what you see in 10 years time… It not only has to be clear, but it has to be consistently articulated and pursued.” Boyd Au

Kenneth’s comments: A compelling vision is constantly important for leaders to rally their troops. It has to be exciting and yet realistic. I personally feel that the leader’s main role is to constantly provide clarity of vision and a strong will to pursue it. Most organisations fail because they have not remained true to the vision that first created the organisation.

My challenge to you: As a leader, what is my organisation’s vision and how is it clearly translated to all levels of the staff? Am I constantly leading from the front and provide exemplary conduct for my staff to follow? 

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I recently went to Malacca, Malaysia to conduct a recce on a particular hotel for a huge convention slated in end 2009. The experience of being able to visit all the suites and rooms was rather pleasant and it gave me a good impression of the quality and services offered by the hotel.

At the end of the recce, I sat down with my companions to discuss our observations. Just before we left the hotel, I realised that my parking coupon was not validated yet. I approached the front desk staff and asked them to help me with it and this is how the conversation went:

“Excuse me, I was with your Sales Manager Azizah, just now (pointing to the front lobby) and after such a wonderful conversation, I forgot to ask her to validate my parking coupon. Is there any way you could do that for me?” I asked politely.

“I’m sorry Sir, but this is only for our hotel guests only.” The frontdesk lady replied… surprised by my request.

“I understand, but its only a small ticket and I’m sure that Azizah will it be able to handle it.” I retorted.

“I see, but still….. it is strictly reserved for our hotel guests.” The frontdesk lady stood unwavering.

“Ok, then can you please call Azizah and tell her its me. I request for her to do this… “. I was feeling a little frustrated because it was going no where and we just discussed a deal that is worth over hundreds of thousands of ringgit (Malayisan Dollars). A parking coupon was not a big deal at all, compared to what the negotiations we discussed earlier.

While I stood there waiting for Azizah to respond, I was wondering why the frontdesk personnel were so rigid in their policies. Imagine how things will be if they were just empowered to make decisions that will make their guests (or potential clients like me) happy? What if their managers told them that they could do anything to please a guest as long as it does not cost more than $50? I am very sure that decision making will be really quick and people like me will be impressed by how their management trust them to do things.

Isn’t great if staff are empowered to make decisions? Wouldn’t a lot of unneccessary distractions be reduced for their managers? However, when I look some managers or employers , particularly entrepreneurs, this is still not the case. There is still a lot micro-managing; which unfortunately demands time and attention.

The role of a good boss is to give their staff a good framework of the desired results, empower them to make decisions and tell them that he/she trusts them. Once this is achieved, people tend to take a more pro-active approach in their work because they now know that they are responsible for the decisions they make. They will also feel a sense of empowerment that their boss really trust them to do what it takes to make their clients happy.

Back to my situation, I finally got my ticket validated by Azizah… I smiled knowing that a small thing like this made a customer happy.

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