The Foundation of Great Leaders Part 3 : Social Awareness

Volume 01 | Issue 006

Welcome to the third installment of our ongoing series, The Foundation of Great Leaders. In Parts 1 and 2, we explored the critical roles of Self-Awareness and Self-Management in leadership. Today, we delve into Social Awareness, the third quadrant in Daniel Goleman’s framework for Emotional Intelligence (EI). For a leader aiming to build a lasting legacy, social awareness is not just an asset but a necessity. It involves being attuned to others' feelings, needs, and perspectives while managing relationships with empathy and integrity. Let's take a closer look at the key components of social awareness and how they contribute to effective leadership.

What is Social Awareness?

Social awareness is the ability to understand and respond appropriately to the emotions, needs, and concerns of others. It involves both observation and empathy – observing nonverbal cues and actively listening to understand others’ experiences, perspectives, and values. Socially aware leaders are attuned to the feelings and motivations of those around them, which allows them to build strong relationships and create a positive work environment.

Real-life examples can illustrate how social awareness makes a tangible impact in leadership scenarios. For instance, consider Satya Nadella , CEO of Microsoft, who is renowned for his empathetic leadership style. By actively listening to employees' concerns and fostering a culture of inclusivity, Nadella has not only enhanced employee satisfaction but also driven the company's innovative edge. Another example is Mary Barra , CEO of General Motors , who has consistently demonstrated social awareness through her commitment to diversity and the support of her team during challenging times. Through transparent communication and a focus on employee well-being, Barra has successfully navigated GM through significant transformations, reinforcing the importance of empathy and understanding in leadership. These leaders exemplify how social awareness can lead to successful, compassionate, and effective leadership.

In addition to these individual examples, there are also companies and organizations that prioritize social awareness in their leadership structure. One such company is Patagonia , a well-known outdoor clothing and gear brand, whose former CEO Rose Marcario has been recognized for her strong commitment to social and environmental responsibility. Under her leadership, Patagonia has implemented various initiatives such as fair labor practices and environmental sustainability efforts, showcasing the impact that a socially aware leader can have on an entire organization.

The Impact of Social Awareness on Leadership

Social awareness significantly enhances leadership by fortifying connections and relationships, managing conflicts more effectively, and fostering increased positivity within the organization.

Firstly, leaders who are socially aware can build stronger connections and relationships. By understanding and empathizing with the emotions, perspectives, and needs of their team members, these leaders cultivate an environment of trust and mutual respect. This deeper connection not only boosts morale but also promotes collaboration and open communication, essential components for a thriving workplace culture.

Case Study: Building Stronger Connections and Relationships at Google

Google has long been recognized for its innovative culture and employee-centric policies. A key component of this success is the company's focus on building strong connections and relationships within its workforce. One notable example is Google's "Project Aristotle ," an internal research initiative aimed at understanding what makes teams effective.

Through this project, Google discovered that psychological safety, more than anything else, was the most essential factor in building productive teams. Psychological safety is characterized by an environment where employees feel safe to take risks, voice their opinions, and make mistakes without fear of judgment or retribution. Google's leaders, armed with this insight, took active measures to foster such an environment by prioritizing open communication, empathy, and inclusivity. Managers were trained to be more socially aware, to listen actively, and to understand the personal and professional challenges their team members might be facing.

As a result, teams with high levels of psychological safety showed improved performance, increased engagement, and greater overall satisfaction among team members. This case study highlights the impactful role of social awareness in developing stronger connections and relationships within a corporate setting, ultimately leading to a more robust, innovative, and productive organization.

Secondly, social awareness is crucial for effective conflict management . Leaders who possess this trait are better equipped to navigate interpersonal disagreements, recognize the underlying issues, and mediate solutions that are fair and acceptable to all parties involved. Their ability to listen actively and respond empathetically helps to de-escalate potential conflicts, fostering a more harmonious and productive work environment.

One notable example of social awareness impacting conflict management can be drawn from Patrick Lencioni's model of the Five Dysfunctions of a Team . Lencioni identifies the absence of trust as a fundamental dysfunction that can hinder team effectiveness, leading to conflict. A leader who demonstrates social awareness can mitigate this by creating an atmosphere of trust, where team members feel comfortable being vulnerable with one another. For instance, a manager who understands the personal dynamics and communication styles within the team can anticipate conflicts and address them proactively.

In practice, this might mean recognizing when a team member feels marginalized during discussions and ensuring that their voice is heard, thus preventing feelings of resentment from building. Lencioni's approach emphasizes the importance of being attuned to the emotional and relational nuances within the team, which aligns closely with the concept of psychological safety. By fostering an environment where open communication and trust are prioritized, leaders can effectively manage and resolve conflicts, turning potential disruptions into opportunities for growth and collaboration.

Lastly, increased positivity is another vital benefit of social awareness in leadership. When leaders are attuned to the emotional climate of their organization, they can identify and address negative sentiments before they escalate, thereby promoting a more positive and inclusive atmosphere. This positivity drives employee satisfaction, engagement, and overall well-being, leading to higher levels of productivity and organizational success.

Another exemplary leader who has showcased the power of social awareness is Arne Sorenson , the late CEO of Marriott International . Sorenson, who led Marriott from 2012 until his passing in 2021, was known for his empathetic and inclusive leadership style. Under his guidance, Marriott focused heavily on diversity and inclusion, launching initiatives to ensure that the company's workforce reflected the global community it served. Sorenson's efforts to create an inclusive environment were recognized by numerous awards, including those from DiversityInc and the Human Rights Campaign Foundation. Additionally, his transparent communication during crises, such as the COVID-19 pandemic, was instrumental in maintaining employee morale and customer trust. Sorenson's dedication to social responsibility and ethical leadership significantly contributed to Marriott's resilience and sustained growth during his tenure.

Additionally, a study by McKinsey & Company found that companies with diverse executive teams were 36% more likely to achieve above-average profitability compared to those with less diversity. This data underscores the positive impact that leaders like Barra and Sorenson can have by prioritizing social awareness and inclusion within their organizations. Their efforts not only foster a more ethical and inclusive workplace but also drive better business outcomes, proving that social responsibility and profitability can go hand in hand.

Understanding Social Awareness

Social Awareness is the ability to understand and respond to the needs and concerns of others. It's built upon three pillars: Empathy, Organizational Awareness, and Service. Each of these components plays a crucial role in shaping effective leaders who can drive cultural transformation and foster an environment of respect and grace.

1. Empathy: Connecting with Others

Empathy is the cornerstone of social awareness. It involves understanding the emotions of others and responding in a way that is both compassionate and effective. A leader who demonstrates empathy can:

• Build Stronger Relationships: By genuinely caring about their team members’ feelings and perspectives, empathetic leaders can build trust and loyalty.
• Improve Communication: When leaders listen actively and respond empathetically, they create an open dialogue that can lead to more effective problem-solving.
• Enhance Team Cohesion: Empathy fosters a sense of belonging and unity within a team, leading to higher morale and productivity.

2. Organizational Awareness: Navigating the Cultural Landscape

Organizational Awareness involves understanding the dynamics within your organization, including the informal networks and power structures. This awareness helps leaders to:

• Anticipate Challenges: By understanding the cultural nuances and potential areas of resistance, leaders can proactively address issues before they become problematic.
• Leverage Influences: Knowing who the key influencers are within an organization allows leaders to strategically align their initiatives for greater impact.
• Drive Cultural Transformation: Leaders who are aware of cultural caviats can design strategies that not only align with organizational values but also foster a positive cultural shift.

3. Service: The Heart of Servant Leadership

Service, particularly as it relates to Servant Leadership , is about prioritizing the needs of others before your own. This pillar emphasizes the importance of serving your team, organization, and community. A leader who embodies servant leadership:

• Empowers Others: By focusing on the development and well-being of their team, servant leaders create an environment where everyone can thrive.
• Builds Legacy: By serving with compassion and integrity, leaders leave a lasting impact that extends beyond their tenure.
• Fosters Respect and Grace: Servant leaders treat everyone with respect and operate with grace, creating a positive and inclusive culture.

Southwest Airlines - Exemplifying Servant Leadership and Social Awareness

One of the most celebrated case studies in servant leadership and social awareness is that of Southwest Airlines and its legendary CEO, Herb Kelleher. Southwest Airlines has consistently been a model of servant leadership , where leaders prioritize the well-being of their employees and customers.

Empathy in Action

Herb Kelleher's leadership style was characterized by an extraordinary level of empathy. He believed in treating employees as family, understanding their needs, and ensuring that they were happy and motivated. This empathy translated into strong employee loyalty and exceptional customer service. By fostering an empathetic culture, Kelleher was able to build stronger relationships within the organization, which led to higher job satisfaction and a lower turnover rate.

Kelleher and his leadership team had a keen understanding of the organizational dynamics at Southwest Airlines. They were adept at navigating the cultural landscape of the company, understanding both formal and informal networks. This awareness helped them anticipate challenges and address issues swiftly, preventing small problems from escalating. They leveraged the influence of key players within both the organization and the industry to support their initiatives, ensuring smooth implementation and greater impact.

At the heart of Southwest's success was a commitment to service . The airline's leadership team embraced the principles of servant leadership, always putting employees and customers first. This service-oriented approach led to exceptional customer satisfaction and a robust company culture that motivated employees to go above and beyond. The impact on leadership services was profound, as it created a company-wide ethos of mutual respect and support.

Through this case study, it becomes evident how servant leadership and social awareness can significantly enhance the level of leadership services within an organization. Southwest Airlines stands as a testament to how empathy, organizational awareness, and a commitment to service can create a thriving company culture and drive long-term success.

Brené Brown , Researcher and Author: "Empathy is a choice, and it's a vulnerable one. When we choose to connect with others, we are showing up as our whole selves, creating space for authentic relationships."

Conclusion

In navigating the complexities of leadership, the integration of emotional intelligence and the principles of servant leadership emerges as essential. Leaders who cultivate self-awareness, empathy, and social awareness are better equipped to foster an environment of trust and collaboration. By prioritizing service, these leaders empower their teams, build lasting legacies of integrity, and nurture a culture of respect. Ultimately, the synergy between emotional intelligence and servant leadership creates a dynamic that not only enhances organizational effectiveness but also drives sustainable, positive cultural transformation. The path to impactful leadership lies in the conscious commitment to these values, ensuring a resilient and flourishing organization for the future.

References:

• Goleman, D. (2004). What makes a leader? Harvard Business Review, 82(1), 82-91.
• Greenleaf, R. K. (1977). Servant leadership: A journey into the nature of legitimate power and greatness. Paulist Press.
• Lencioni, P. (2002). The five dysfunctions of a team: A leadership fable. Jossey-Bass. - Sinek, S. (2020). The infinite game.Penguin Publishing Group.
• Van Dierendonck, D. (2011). Servant leadership: A review and synthesis. Journal of Management, 37(4), 1228-1261

Recommended reading:

• Goleman, D., Boyatzis, R., & McKee, A. (2002). Primal leadership: Learning to lead with emotional intelligence. Harvard Business Review Press.
• Maxwell, J. C. (2018). The 21 irrefutable laws of leadership: Follow them and people will follow you.HarperCollins Leadership.
• Pink, D. H. (2009). Drive: The surprising truth about what motivates us.Riverhead Books.
• Sinek, S. (2014). Leaders eat last: Why some teams pull together and others don't. Portfolio.