Compassionate Leadership for IT Managers and Supervisors
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How You Can Help Your Teams Use Mindfulness and Compassion to Avoid the Commodity Trap and Become a Valued Partner to Your Clients
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Compassionate Leadership for IT Managers and Supervisors
- 1. Compassionate Leadership for IT Managers and Supervisors How You Can Help Your Teams Use Mindfulness and Compassion to Avoid the Commodity Trap and Become a Valued Partner to Your Clients Presented by Don R. Crawley www.doncrawley.com Based on the book
- 2. In a near-future world of artificial intelligence, machine learning, robotics, and automation, will your company be seen as a valued partner or just another disposable commodity?
- 3. The Danger of Predicting the Future • “Steam power may never be replaced by diesels.” Railway Age 1949 • “We don’t like their sound, and guitar music is on the way out.” A recording company in 1962, when they rejected The Beatles. • "The Americans have need of the telephone, but we do not. We have plenty of messenger boys."—Chief engineer, British Post Office, 1876 • World Economic Forum, 2004: "Two years from now, spam will be solved." Bill Gates • “Digital photography will never replace film.” An anonymous photographer friend • “Nuclear-powered vacuum cleaners will probably be a reality in 10 years.” The president of a vacuum cleaner company, quoted in the New York Times in 1955.
- 4. The Danger of Predicting the Future • “I don’t think automation will ever replace my job.” • “I don’t think artificial intelligence will ever be able to do what we do.”
- 5. The Machines Are Not Coming, They’re Here! The machines aren’t coming. They’re here.
- 6. The Machines Are Not Coming, They’re Here! The machines aren’t coming. They’re here.
- 7. The Machines Are Not Coming, They’re Here! The machines aren’t coming. They’re here.
- 8. Relationships and Innovation The key to surviving and thriving in this near-future world of AI and automation?
- 9. Relationships With your customers With your employees
- 10. Your Relationship with Your Employees… Drives your relationships with your customers Encourages creative thinking which leads to innovation
- 11. Your Relationship with Your Customers… Helps keep you out of the commodity trap Helps you understand their business needs Leads to meaningful innovation
- 12. What kind of relationship do you have with your employees?
- 13. Good Bosses and Bad Bosses What are some characteristics of each kind of boss?
- 14. Good Bosses and Bad Bosses Good Bosses Honest Positive Good listeners Open minded Praise when earned Inspirational Clear communicator Empathetic Loyal Bad Bosses Narcissist Disrespectful Bad listeners Shouters/Screamers/Bullies Unapologetic Poor communicator Never praise Defensive Suck ups
- 15. Good Bosses and Bad Bosses Good Bosses Honest Positive Good listeners Open minded Praise when earned Inspirational Clear communicator Empathetic Loyal Bad Bosses Narcissist Disrespectful Bad listeners Shouters/Screamers/Bullies Unapologetic Poor communicator Never praise Defensive Suck ups Be Aware We must be aware when we’re starting to act like a bad boss and be aware of what pushes us into the bad boss column (feeling bad, had a flat tire, got in an argument, lack of sleep, feeling hangry).
- 16. Good Bosses and Bad Bosses Good Bosses Honest Positive Good listeners Open minded Praise when earned Inspirational Clear communicator Empathetic Loyal Bad Bosses Narcissist Disrespectful Bad listeners Shouters/Screamers/Bullies Unapologetic Poor communicator Never praise Defensive Suck ups Be Intentional Then, we must be intentional about making behavior choices that will move us into the good boss column. Sometimes, it’s not easy, but these are indeed choices we can make to behave in a different way. Our behavior choices directly affect our relationships with our employees.
- 17. What makes us different from machines is the human element. A human-to-human connection.
- 18. Our ability to be aware. To notice how we are acting and how our actions affect those around us.
- 19. Our ability to be intentional. To be intentional about our behavior choices to affect people around us positively.
- 20. Machines can’t do that.
- 21. The Basics of Customer Service Come First 1.Competence 2.Compassion 3.Empathy 4.Be a good listener 5.Treat everyone with dignity and respect
- 22. There are many managers, but not many leaders. What makes a leader?
- 23. Three Concepts 1. Compassion 2. Clear communication 3. Cheerleading
- 24. Be Compassionate to Your Team • Take an interest in your team members • Model and reward the behaviors you want from your team • Learn what’s important to them from their perspective
- 25. Compassion Activity, Part 1 • What do your employees say is important to them? • What could you do to make your employees feel more valued?
- 26. Be Compassionate to Your Customer • Take an interest in their business • Show up for their events • Learn what’s important to them from their perspective
- 27. Compassion Activity, Part 2 • Think of one of your customers. • Think of three ways you could anticipate their needs.
- 29. Bring Awareness and Intentionality to Your Communication • Be precise. Precision= CredibilityBe • Be clear.Be • Be different—avoid clichés.Be
- 30. A few common business clichés… • Reaching out • At the end of the day • Bottom line • Does it have traction? • It is what it is • To be honest • Is it in your wheelhouse? • Do we have the bandwidth? • Deep dive • See if it has legs • Paradigm shift • Going forward • Low hanging fruit • Think outside the box • See if it has legs • Get our ducks in a row • Eat our own dog food • Pick your brain Stop using these! Instead, choose plain speaking.
- 31. Clear Communication Activity Name three clichés you use and write out how to say the same thing in plain speaking
- 32. Scripts are for machines. Don’t be scripted! Oh, and one more point…
- 33. Be a Cheerleader • Cheerlead from the very beginning • Guide the employee to discover on his/her own • You get to decide whether to invest company resources early on, but don’t squelch ideas, no matter how far out This Photo by Unknown Author is licensed under CC BY-SA
- 34. Cheerleading Activity Practice what to say when an employee brings you a hair-brained scheme. What can you say/do to offer encouragement, even if you think it’s crazy?
- 35. Be a cheerleader. Machines can’t do that.
- 36. Special Audience Bonus Annotated PowerPoint deck from my one- day IT customer service seminar with embedded videos Plus: Links to more videos and my blog PDF of 5 Principles book doncrawley.com/bonus
- 37. What differentiates us from machines?
- 38. Three Concepts 1. Compassion 2. Clear communication 3. Cheerleading
- 39. Machines can’t do that. But you can!
- 40. Want more info? Contact Me for Speaking or Training • www.doncrawley.com (Speaking) • www.compassionategeek.com (Training) • don@doncrawley.com • 1-206-988-5858 Buy My Books • http://amazon.com/author/doncrawley Watch my demo video on the next slide.
Editor's Notes
- Be polite and respectful Return phone calls and emails promptly Do what you say you’ll do when you say you’ll do it Be consistent