- Motivating a large team to deliver service standards
- Driving a sales and marketing strategy
- Meeting budgets and exceeding revenue targets
- Liaising closely with the sales and revenue team to make sure business is coming in at the right price
Focus On The Guest
- Seek to understand the customer and meet the needs of both the customer and the company.
- Anticipate future customer requirements and consider how to respond to them.
- Develop organizational improvement plans and action steps that respond to customer needs.
- Continuously re-evaluate who the real (or most critical) customer is when developing strategy and adjust approach accordingly.
- Visit the customer and those closest to the customer to gather firsthand information.
- Work well in a team environment and motivate teams to sustain exceptional levels of performance.
- Build trust and respect by modelling the organization’s values.
- Demonstrate and advocate personal commitment to teamwork by modelling behavior in public and private.
- Create an environment which fosters open communication between all team members.
- Encourage communication among team members by making time for questions and discussion of ideas at team meetings.
- Organize and empower teams to develop solutions, pursue new opportunities, or to make improvements.
- Publicly celebrate team accomplishments and recognize good team players.
Drive for result
- Work to achieve high levels of personal and organizational performance in order to meet or exceed objectives.
- Focus on the result areas that have the biggest impact on profitability.
- Set aggressive, measurable goals that inspire employees to achieve breakthrough results.
- Set standards and objectives in concrete measurable terms.
- Demonstrate personal ownership of tasks and follow through to get the required result.
- Make own position clear and stand behind principles even when unpopular.
Demonstrate openness and respect for others
- Value and remain positively open to new ideas and perspectives.
- Bring an open and positive mind to managing or working within a different culture, rather than using a preferred style.
- Communicate effectively with individuals from different cultures.
- Be empathetic to peoples’ reactions or feelings in a situation.
- Recognize own personal biases and work to manage them.
- Recognize the consequences or implications of own action/behavior while it’s happening.
- Understand how personal and interpersonal problems affect individual performance.
- Manage group dynamics in a manner that maintains momentum i.e. deal with explosive/divisive issues one-on-one or off line.
Build Strong relationships
- Foster trust and co-operation among co-workers, customers and suppliers. Develop and sustain personal contact in order to provide mutual benefit.
- Balance complicated relationships among partners, customers, and employees to achieve win-win solutions.
- Solicit input and involvement from “key players” in order to maintain and enhance current and future co-operation.
- Maintain strong relationships with partners, suppliers, and customers to leverage these relationships to generate business opportunities for the company.
Influence decisions and actions
- Persuade and enroll others in making plans, reaching decisions, and taking action.
- Act to persuade others by appealing to their business interests, needs, or concerns and explaining how the business will benefit.
- Provide clear business and financial justification for strategies and projects.
- Point out long-term consequences to persuade others to take action.
- Provide compelling reasons to have people enroll in the pursuit of organizational priorities.
- Provide or require a fact-based rationale for operational and investment decisions (e.g. hiring, new products, new programs).
- Foresee and take action to deal with problems and opportunities.
- Repeatedly communicate and reinforce vision and strategy in meetings and interactions.
- Translate, align, and test own department vision and strategy with overall company vision and strategy.
- Analyze the implications of policies or initiatives before implementing them with your part of the organization.
- Create “what if” scenarios and models to help the organization/department anticipate future opportunities.
- Make decisions in ways that anticipate future consequences and/or impact on other parts of the company or customer organization.
- Pursue and commit resources to long-term objectives, don’t sacrifice them due to pressures of short-term results.
- Recognize the implications of precedent setting decisions/actions.
Drive for change
- Drive for improvement in all facets of organizational life.
- Act on opportunities for improvement.
- Help people understand and manage their concerns about change.
- Keep people focused on the need to continuously improve products, processes and service.
- Reward and recognize people who make changes that result in improvements.
- Challenge others to re-think the way they do business.
- Identify and change practices that are inconsistent with the company values.
- Re-organize resources, departments, and people as needed to achieve higher performance.
- Take appropriate actions with people who are not performing to expectations or who are obstacles to change.
Set Vision and Direction
- Define compelling organizational missions and goals, and mobilize others to pursue them.
- Make sure own words and actions convey a consistent message throughout the organization.
- Identify and communicate the most essential priorities of the organization.
- Involve others in own organization by creating and reinforcing a vision that inspires and energizes them.
- Restate and reinforce long-term strategic direction when confronting short-term problems or uncertainty.
- Share vision of where the business needs to be in the next five years and how it can get there.
- Translate the organization’s vision into actionable goals, plans, and performance measures for the organization.
- Develop innovative approaches and imaginative solutions that meet real needs
- Create new opportunities or innovative solutions by bringing together people with different perspectives and experiences.
- Run brainstorming meetings and focus groups in a way that encourages others to break through their own assumptions and biases.