The 5 Elements of An Effective Boss - Part II

Element # 2:  2 Voices

In my previous post, I wrote about Unconditional Virtues as the 1st Element of an Effective Boss.  This post focuses on how s/he verbally communicates to their employees.  Their skilled use of 2 Voices is an important element of their effectiveness as a boss.

When conveying the needs and requirements of the job and business, the effective boss speaks through their “boss voice.” Instructions, training, announcements, expectations, assignments, requests, coaching, mentoring, praising, evaluating, performance reviewing, and disciplining are spoken via the boss voice.  Of course, the virtue of professionalism is a given.  This voice’s tone signals the listener(s) that important and business or job-related information is being conveyed.  It instills confidence, purpose, context, and clarity.

The effective boss’ 2nd voice is their “rapport voice.” It complements their business oriented boss voice by adding the essential element of relationship building.  We humans are social creatures and the rapport voice speaks (no pun) to this.  It promotes a sense of commonality, connection, and understanding between people.  It reveals the effective boss’ more down-to-earth human side, their sense of community, diversity, empathy, humor, and people skills.  The realm of everyday topics such as family, news, and social events, sports, weather, humor, and other kinds of small talk are conversed with the rapport voice.

Rapport is the foundation upon which all positive and productive relationships are created.

An effective boss is keenly aware that everyone, including themselves, is a person with common human needs and responsibilities before they are an employee. Formidable personal and family needs and challenges can sometimes conflict with the needs of an employer.  When an effective boss addresses this through their rapport voice, better outcomes are likely.  Opportunities like this serve to enhance the effective boss’s brand because it demonstrates their intimate understanding of the human condition.

If a boss only speaks through their boss voice, however, they risk earning a negative professional brand. Who wants to hire, work for, or work with a one dimensional, predictable, disliked, dull, and uninspiring taskmaster? 

A close friend had such a boss. This boss, apparently, only spoke to issue rebukes, warnings, or cryptic instructions.  Employee achievements were routinely ignored while the smallest mistakes were magnified.  Although known for his knowledge, my friend’s boss was regarded as a heartless taskmaster and earned the antipathy of his people.  Not surprisingly, the department’s morale and performance suffered while attrition and related costs rose. 

On the flip side, there are bosses who, seemingly, never communicate with a boss voice. They function more as a host than a boss.  Many years ago, I worked for someone like this.  At first, I thought they were great to work for because they were always so friendly and sociable.  It didn’t take long, however, to figure out they were in over their head.  In essence, they didn’t know what the heck were doing and lost the respect of everyone in the company.  They were eventually fired.  By that time, unfortunately, the department had suffered a damaged reputation that unfairly tainted its competent employees.  Multiple departures soon followed.  

Have you noticed that diversity is a recurring theme?  It is a core quality and ingredient for both successful organizations and individuals.  When you think of successful people and businesses, you will see their embracement of diversity.  The best results happen when people and organizations diversify their leadership styles, products, services, skills, practices, views, experiences, methods, affiliations, friends, and investments!  How a boss treats and speaks to his or her employees is no different.

Additional 2 Voice behaviors, attitudes, outcomes, and practices include:

• Unambiguous and competent communication that begets clarity and a sense of purpose.
• A culture of “truth telling.” When honesty is embraced and viewed as an advantage, good things happen. The effective boss is an antithesis of the “BS-Artist” boss who speaks with a careless sense of political expedience rather than integrity.
• A culture of mutual support, understanding, trust, and respect. Indeed, the effective boss enjoys the loyalty, respect, and support of their employees. Arthur T. DeMoulas (America’s Most Beloved CEO) serves as just one such example.
• A shared sense of fairness.
• During challenging times, employees are far more likely to pull together and synergize.
• Enhanced performance, productivity, quality, and business results because respected and trusted employees are happier, more engaged, and conscientious employees.
• A common sense of ease, acceptance, diversity, belonging, trust, and fun.

My next post will examine Competence, the 3rd Key Element of an Effective Boss. 

Happy July 4th!