Here's how you can enhance your leadership skills in Service Operations.

Building empathy is a skill that can be developed through practice and self-awareness. Here are some ways to build empathy: Active listening Put yourself on their shoes Ask open ended questions Practice perspective taking Validate emotions Learn about different cultures and perspectives Engage in act of kindness Seek feedback Practice empathy daily

EQ or emotional intelligence is something built out of experience, and is sometimes tough to put in tangible terms on a resume. Someone with high EQ should be able to truly listen to a team member, with the ability to connect the dots on whatever the problem is, even if they have not specifically encountered this issue previously. Having empathy for the team member's problem will help develop a level of understanding that you're able to put a solution into an analogy that makes sense to them at a deep level. It's similar to being able the concept of teaching....if you're able to teach a subject/skill...then you've mastered it. Same goes for understanding people. If you can turn a complex problem into a simple solution, you're an operator.

One thing I find helpful when talking to customers, employees, colleagues, family etc is to try and remember that everyone is going through something and could be feeling different emotions than you. Be open & respectful, listen to what they have to say without interrupting and validate their feelings. Then clarify that you are understanding what they are saying and move on into a deeper conversation to address the situation.

I have found that team icebreakers, team-developement strategy and adding in a little fun from time to time goes a long way to fostering connections

Teamwork is essential in service operations, and as a leader, fostering a collaborative environment is key. Promote open communication, making sure each team member feels valued and heard. Recognize and utilize the unique strengths of each individual, assigning tasks that play to their abilities. By nurturing a sense of unity and shared purpose, you can enhance team cooperation, improve service delivery, and create a more satisfying workplace.

Agility is a true art form and an invaluable skill required in our fast paced environments. Look at finding the small ways you can make a difference, try, fail, pivot, try, again and again. True agility masters can move quickly and with confidence.

In service operations, I’ve found that agility is essential for adapting to the ever-changing needs of customers and shifting market conditions. To enhance leadership skills, it’s important to develop an agile mindset within your team. This means being open to new ideas, ready to quickly pivot strategies, and fostering a culture that encourages innovation. With an agile approach, you can lead your team to respond swiftly to feedback, implement changes efficiently, and stay competitive in a dynamic landscape.

Over communication. Over communicate. Over communicate a TON. It's that simple in an essence. If you don't communicate more than you think you should, then you probably have a team member who doesn't understand what you're trying to get across to everyone.

In my experience, clear communication is crucial for successful leadership in service operations. It’s vital to articulate your vision, expectations, and feedback in ways that are straightforward and actionable. This involves being concise, transparent, and consistent across all communication channels. By mastering the art of clear messaging, you ensure that your team aligns with organizational goals, understands their responsibilities, and is well-prepared to handle customer inquiries effectively.

Clear communication is the lifeline of effective leadership, especially in service operations. It’s the bridge that connects a leader’s vision to the team’s execution. To lead successfully, you must articulate your vision, expectations, and feedback with clarity and precision. This isn’t just about speaking or writing well; it’s about ensuring your message is understood and acted upon.

My experience has always led me back to being onsite, in the grind, with field employees. I would allot certain days of the week, or create a recurring schedule to be in those trenches with an eclectic mix of my site operations pros. Sometimes as a leader, you think you are plugged in or “in tune” with what’s happening boots on the ground, but it takes immersing yourself and seeing it in real time to appreciate the feedback of your people. Never take your employees for granted, always be transparent and forthcoming with information that will affect them. Honesty and loyalty go hand and hand - employees and leaders alike, feel that each and every day on the job.

This is an action that has strong impact. But it requires dedication, consistency from the side of the manager, but your consistency will pay off.

Leading by example has always been my guiding principle in inspiring a team. I strive to embody the work ethic, dedication, and customer-centric attitude I expect from my team members. For instance, I make it a point to be the first to arrive and the last to leave, showing my commitment to our goals. Additionally, I regularly engage in customer interactions to demonstrate the importance of service excellence. This approach not only sets a high standard for service quality but also builds respect and loyalty within the team. By actively participating alongside them, I make it easier to guide the team towards our collective goals, as they see firsthand the values and efforts I champion.

When a leader consciously chooses to don their armor and stand shoulder to shoulder with their team in the field of work, they send a powerful message that reverberates through the heart of every task and challenge. They become the beacon of work ethic and dedication, a testament to the unwavering pursuit of excellence. This is not leadership that hides behind closed doors or lofty titles; it is leadership that is visible, palpable, and present.

As a leader, a great way to invest in associate development is by understanding the strengths and opportunities for each individual on your team. For example, sending out a spreadsheet listing each relevant skill set and asking the team to indicate skill level (beginner, intermediate, advanced), then using that information to gauge needs and prioritize training sessions.

A commitment to growth shows humility and creates excellence. The best teams and companies I’ve ever been a part of were full of people that were hungry to get better. The worst had people who felt confident in what they knew and didn’t have a desire to improve. Contentment in culture is an arrogant mindset that always gets passed…and usually eliminated. Life is a journey without an arrival, only a departure. Grow in all areas, not just 1-2. Professional Relationships Physical Purpose

I want you to think of this… what leader did you really connect with & grow through their tutelage? Was it the micromanager who controlled your every move? Or the one who set overly lofty goals & then hammered you if you fell short? For me it was the one who taught me the things I needed to know & then stepped back & let me go. He treated me as a professional. He would step in & guide me when he felt I needed the coaching point but for the most part he treated me like he hired me to lead. Then he had my back on my decisions & we both flourished, beating numbers & turning out many future leaders from our team. That is why I lead the way I do. I may not be perfect and no one is. Let your team do what you hired them for & watch them grow.