Milestone Blog

Leaders in the Trenches: Seeing More in Someone Than They See in Themselves

Posted by Milestone Leadership on May 16, 2019 11:54:09 AM

 

Rarely do we get where we’re going alone. Every stage of life and career is influenced by others—and those who see and enable potential in the people around them have some of the greatest impact of all. Personal and professional success comes, in part, as a result of leaders who take an active interest and role in developing team members. When a leader pushes the boundaries of an employee’s perception of his or her capabilities, it not only develops new skills and acumen, it builds the kind of confidence needed in fast-paced, ever-shifting work environments.

We invite you to read a great perspective on recognizing and cultivating potential from one of Milestone Leadership’s Soderquist Fellows:

“When I began working for Milestone Leadership as a new fellow, I walked in the door feeling like I was just a student. I was convinced l was incapable of taking on the things I was told I would be doing.

"I kept thinking to myself, ‘Don’t you know I don’t know how to do this? Why do you trust me enough to give me this role? I’m unqualified…don’t you see this?'

"Yet, every personal doubt of mine was met with encouragement from my leaders. I was surrounded by people who believed in me and my capacity to learn—they saw my potential before I saw it myself.

"I was pushed and stretched in ways I couldn’t have imagined, challenged every day by people who trusted and cared for me. I learned I could be the person they saw in me, and I began to move outside of my comfort zone toward a role bigger than I would have ever defined for myself.

"The expectations were very high, but with that came so much trust in my abilities. That unconditional trust has changed my outlook as a young professional. What an honor it has been to have people believe in me so strongly, while caring for me enough to push me to my fullest potential through meaningful feedback. I learned that receiving ongoing feedback should be normal from a team—not because I was wrong, but because I was capable of more and better.

"As I leave my role at Milestone, I carry with me what we refer to as humble confidence. I learned to have confidence in my and my company’s ability to deliver excellence, but with the humbleness that the outcome wasn’t about me. It was always about serving others.

"My leaders trusted and cared enough about me as a person to push me to my fullest potential. I now feel ready and qualified to step into my next opportunity, eager to contribute to others and embrace a fresh mission and culture.”

-Marisa Judson, Soderquist Fellow and Project Coordinator, Milestone Leadership

At Milestone Leadership, we know leaders worth following are those who help team members build from the place of their own strengths, while recognizing and addressing areas that need development. They willingly trust their followers, giving ample room to stretch and grow—but offer meaningful and constructive feedback and the confidence of a soft place to land and regroup when things don’t go as planned.

Who saw and appreciated your potential enough to guide, shape and encourage you along your path? Thank them.

 

Marisa Judson joined the Milestone Leadership team as a Soderquist Fellow in 2017 and completed her MBA with an emphasis in Market Research and Consumer Insights at John Brown University in the spring of 2019. During her fellowship, she was instrumental in helping coordinate outstanding leadership experiences for hundreds of professionals, as well as managed a wide array of marketing responsibilities for the organization. Marisa will begin the next phase of her career as an account manager with Field Agent, strengthened with the healthy confidence and capabilities that have grown exponentially as a result of working with a team of people who immediately saw and cultivated her enormous potential.

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Topics: Women in Leadership, Soderquist Fellowship, Productivity, Women, Growth, Worth, Candor, Employee Engagement, Leadership, Honesty, Authenticity, Candidness, Tone at the Top, Advice, Management, Empowerment, Millennials, Values, Feedback, Coaching, Self Awareness, Boss, Company Culture, Tips, Success, Workplace, Teams, Milestone, Truth, Team Health, High Performance, Mentorship, High Performing Teams, Challenge, Criticism, Mentors, Learning, Powerful Influencers, Relationships, Values & Ethics, Employee Development, Personal Development, Creating Culture, Leader Worth Following, Communication, Gift

Minds are Like Parachutes: Best When Open

Posted by Milestone Leadership on May 9, 2019 8:57:27 AM

 

One irony of human nature is the tendency we have to believe everyone around us should be open-minded about our opinions and behaviors, yet so frequently we struggle with people who don’t think and behave the same way we do. On occasion, we encounter someone who demonstrates genuine openness to hearing new perspectives and is uninterested in qualifying everything as good or bad, black or white. Spending time around such a person can have an enormously positive impact, as it gives others tacit permission to express thoughts and capabilities without fear of being judged as right or wrong. 

This leadership story helps illustrate the value of having and encouraging an open mind:

“I was a 19-year old college freshman at a tiny liberal arts college, and I decided to take a public speaking course during a short winter term. The faculty was small, so some members covered a variety of subjects—and in this case we had a philosophy professor teaching us the topic.

“The class was made up of almost entirely traditional students, except for one single mom who seemed so much older than the rest of us (in reality, she was probably only in her thirties!) It was this woman’s turn to give her presentation, and part of the routine was for other class members to offer feedback at the conclusion of each speech. We took turns giving our suggestions, but as one member of the class was offering his not-so-constructive comments, the professor promptly interrupted him with this statement, “Be careful what you say. Have an open mind. If your mind is open, it leaves more room for the good stuff.”

“At the time, my professor’s remark didn’t seem all that profound. It was, though, and that guidance and management of the situation has literally stayed with me for decades. I realized her words were actually a kind, yet pointed, way of stopping unpleasantness in its tracks—and a simultaneous reminder that what we fill our heads with is a large determiner of what kind of person we will be. If we keep an open mind, we give ourselves the space to be positive and flexible to different ways of thinking. If we fill our minds with negativity, the likelihood is that we’ll behave in negative ways. I have been inspired by that simple statement and have called it to mind in countless situations over the years.”

-Laura Mabry, Manager of Corporate and Foundation Relations, University of Arkansas

A number of qualities are inherent to open-mindedness: continuous learner, curious spirit, knack for seeing things from fresh perspectives and respect for differing beliefs of others. People who authentically demonstrate these characteristics frequently have a special charisma and way of making those around them feel comfortable and confident.

At Milestone Leadership, we know open-mindedness is an important trait among leaders worth following. They inspire the best thinking, creativity and behavior in others. When followers are encouraged to be their genuine selves, the result is a greater degree of trust among team members, resulting in collective confidence and willingness to take calculated risks, communicate more effectively and bring their best efforts to the group.

Have you pulled the parachute ripcord for your team?

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Topics: Productivity, Growth, Candor, Motivation, Employee Engagement, Leadership, Honesty, Authenticity, Candidness, Tone at the Top, Advice, Management, Effectiveness, Reflection, Values, Feedback, Self Awareness, Boss, Company Culture, Tips, Emotional Leadership, Success, Workplace, Teams, Milestone, Truth, Team Health, High Performance, High Performing Teams, Dreams, Criticism, Powerful Influencers, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

Transforming Pollyanna into a Warrior Princess

Posted by Milestone Leadership on May 2, 2019 10:05:00 AM

 

When I began my second year of graduate school for counseling, I didn’t think I was going to make it.  To be honest, I was turning out to be a terrible therapist.  I’m sure I wasn’t the only one who was concerned about my situation.  I just didn’t know how to translate the book knowledge that I had learned in the first year into actually helping people. 

My program allowed me the opportunity to do live counseling behind a one way mirror, where a supervisor sat and observed me and my work.  One such supervisor was a woman named Sharon Shepherd. 

Sharon was an amazing therapist I had the privilege of observing as a student.  I was so excited to have her work with me, but was also terrified because I knew my counseling skills weren’t “clicking” between the two of us.  A few days after my first session, I received an email from Sharon.  In the email, she said many helpful things, but she used an image that helped me understand what she meant and what I needed to change.  She called me Pollyanna (like the Disney character).  I was having a difficult time giving honest feedback to clients.  I only wanted to talk about the good things that I saw.  Beyond this great image that helped me understand the work I needed to do, she also modeled the behavior she wanted to see.  She gave me honest feedback.  The feedback didn’t hurt.  It wasn’t harsh and it wasn’t personal.  It was true and I knew it.

I learned many things during my time in supervision for becoming a counselor.  One of the most important things was this idea of giving honest feedback.  How often do we hold back as coaches, leaders, supervisors, etc. because we are afraid of hurting someone’s feelings?  How often do we only point out the things that we are comfortable talking about?  When we are in a position to give feedback to someone, the only way to do so in a way that is respectful to that person and their growth is to give them the truth – positive and negative.

Over the next several months after receiving that email from Sharon, my technique improved and I wasn’t as terrible as I had been previously, thanks to many great supervisors.  After one of my last sessions, I received another email from Sharon.  In it, she let me know that Pollyanna had morphed into Xena Warrior Princess and that she was proud of me.  Because Sharon had given me honest feedback, the compliment I received from her was much stronger and more important than it had been had she ignored the truth.  I’m often described as someone who “tells is like it is.”  While I attempt to come at hard truths with compassion and kindness, Sharon truly taught me that telling the truth is a kindness in and of itself.

 As a leader, your job is to help people grow, and the only way to do that is to tell them the truth.  Help them find their inner Xena Warrior Princess.

Reposted from previously published blog.

Author:
Lori Chalmers

  

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Topics: Growth, Candor, Leadership, Honesty, Authenticity, Candidness, Tone at the Top, Advice, Humility, Management, Empowerment, Values, Company Culture, Tips, Success, Intentionality, Workplace, Milestone, Truth, Real, High Performance, Bravery, Courage, Challenge, Criticism, Mentors, Learning, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

"You Think This Is All a Big Joke??"

Posted by Milestone Leadership on Apr 26, 2019 2:00:28 PM

 

Is there anything that feels better than a belly laugh? Experts tell us laughing is actually serious business when it comes to personal health benefits, yet so many workplaces seem to be pretty stoic places. There are plenty of reasons why people who typically have a good sense of humor tend to be more reserved in the office, with one of the most common factors being a concern that attempts at being funny or pointing out something silly may fail miserably and leave them feeling embarrassed or exposed.

Despite reservations by some around demonstrating a great sense of humor at work, there are many surveys which conclude employees believe it is a factor which can play heavily in a person’s potential for advancement—and an ability to laugh or keep things light at appropriate times is considered one of the very best traits a leader can have.

Here are six reasons why leaders should encourage and model a bit of laughter:

  1. Humor is a pathway to play. All work and no play do not offer a creative, open-minded, dynamic atmosphere. Laughing gives our brains a moment of healthy distraction and a chance to briefly reboot so we can focus better afterward, as well as even tap into fresh ideas.
  2. Laughter puts people at ease, breaks tension and builds cohesiveness in groups; cohesive, trusting groups work better together and members feel greater loyalty to each other.
  3. When people laugh with each other, they relax and are open to seeing more possibilities. Circumstances become less about maintaining constant control and more about looking at reality. (And even a tough reality can allow for glimmers of humor.)
  4. Humor is a major morale booster. When a workplace allows for an occasionally playful environment where not every single thing is taken seriously, people actually want to be there.
  5. Those who embrace humor are easier to approach and get to know, which ultimately leads to others feeling more comfortable to be honest and forthright when it really matters.
  6. Stress can make us sick, but laughter actually increases our beta-endorphins and strengthens our immune systems. Plus, laughing burns calories…so less time on the treadmill!

Our Milestone Leadership team really likes to laugh and we encourage humor in our every day activities. We believe leaders worth following are individuals whom others genuinely enjoy being around. Leaders who can recognize and occasionally defuse stressful situations using a bit of appropriate humor are very powerful in their ability to create healthy work environments, motivate team members and encourage personal connections.

According to Harvard Business Review, “Good comedy is a conspiracy. Create an in-group.” 

😄😂🤣

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Topics: Productivity, Growth, Employee Engagement, Leadership, Tone at the Top, Advice, Fun, Laughter, Management, Values, Boss, Company Culture, Tips, Emotional Leadership, Success, Workplace, Teams, Milestone, Team Health, High Performance, High Performing Teams, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication, Humor

The Leadership Chronicles: “If They Don’t Get It, Maybe It’s You?”

Posted by Milestone Leadership on Apr 18, 2019 9:29:21 AM

 

We’ve heard it so many times – employees don’t leave bad companies, they leave bad managers. Leaders have an enormous influence on employee engagement and morale, but they also have a critical responsibility to make certain team members understand their jobs and how to be successful in their roles. For many companies, training and onboarding is largely conducted by a professional training staff, so often managers feel they can take a back seat for encouraging and overseeing learning and skill development. In this edition of Leadership Chronicles, we offer a real-life example relating to this topic:

“One of my first jobs out of college was in retail management for a major chain clothing store in Princeton, New Jersey. Merchandising and operations were dictated to us at the store level in great detail, and it was our job as managers to hold the staff accountable for meeting the strict standards. The job and the hours were brutal, but what I learned in my two years there has continued to serve me better than almost any professional experience I've had since.

“Our district manager was a no-nonsense man named Lon who had grown up and lived most of his life in Brooklyn, New York. While Lon didn't have much in the way of soft skills, he DID understand retail. Ultimately, his no-nonsense approach taught me a valuable leadership lesson.   

“Most of the staff in our store were high school and college students whose concern for how denim was folded took a back seat to the rest of their lives. One day I groaned to Lon on his monthly visit to our store that I thought we were going to have to fire several people because they struggled to meet our standards. The conversation that followed went something like this:

Lon:     “Have you trained them?”

Me:      “Well, they all went through our orientation.” 

Lon:     “But nothing since then?”

Me:      “I guess not. We shouldn't have to show people more than once how to do                                something.” 

Long pause. 

Lon:     “If you don't think people are meeting the expectations, you first have to make                      sure they know what the expectations are. It's your job to develop them to meet                    the expectations. If you don't like the way the staff is performing, then as the                          manager, it's your fault.” 

“He then went on to explain why it's more costly to hire new people than to develop current staff. Of course, he was right

“This lesson has come back to me in every role I've ever had. As a leader it's my job to train, develop, and work alongside my staff so they can meet the expectations of their roles, and beyond that, so they can grow into other roles outside of the organization or company. If I'm frustrated with someone, then the first questions to ask myself are, ‘What is MY role in this person's performance? Where have I faltered in my leadership?’

-Angie Albright, Executive Director, Clinton House Museum

Research tells us that information gained from training on its own without direct application and reinforcement in reality is quickly lost. What team members learn in a classroom setting or through online training is a mere starting point. When leaders identify ways to take ownership in actively reinforcing training on the job, skills begin to really take hold.

At Milestone Leadership, we understand that managers possess great deal of influence over how team members feel about their ability to perform well. Leaders worth following take the time to develop a strategy for each employee that involves regular one-on-one conversations, coaching, opportunities to apply new skills, and a plan for future learning and development.  The message to direct reports is clear: they have a leader partner who is vested in their success–and they see firsthand that their skills, knowledge and capabilities both present and future are important to the organization.

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Topics: Professional Development, Storytelling, Productivity, Growth, Candor, Employee Engagement, Leadership, Honesty, Tone at the Top, Advice, Management, Empowerment, Effectiveness, Values, Feedback, Coaching, Boss, Organization, Company Culture, Tips, Success, Intentionality, Experience, Workplace, Teams, Milestone, Team Health, Top Down Leadership, Stories, High Performance, High Performing Teams, Criticism, Learning, Powerful Influencers, Relationships, Values & Ethics, Employee Development, Personal Development, Creating Culture, clarity, Leader Worth Following, Communication

Teachers in the Trenches: A Brief Look at Receiving the Gift of Feedback

Posted by Milestone Leadership on Apr 15, 2019 2:08:03 PM

 

For this installment of “Teachers in the Trenches: A Brief Look at Real Leadership Stories,” we share with you a quote about the power of hearing and accepting input from others and the way one leader has been able to both teach and inspire his followers through a consistent, positive message.

“A number of years ago I was a newbie at P&G, and my leader at the time was Mike Graen, director of Information Technology. He had a huge impact on my career for a number of reasons, not the least of which was that he demonstrated what it is to be a true servant leader—always willing and ready to get in the trenches with his team. He had a wonderful way of empowering us to find solutions to complex issues. Mike taught me to push beyond the obvious, and his encouraging way of doing that, and his confidence in my abilities to do so, has given me lasting confidence.

“Mike had an impactful phrase he used, which has become somewhat of a mantra for me, ‘Feedback is a gift.’ Those words I’ve repeated many times, and the meaning is something I’ve taken to heart. That simple phrase taught me that hearing feedback can be incredibly valuable and critical to success. We have to own what we hear from others about the work we do—and we have an obligation to ask questions to gain clarity about that feedback. We must listen without defensiveness and learn to take action based upon what others share with us. Receiving feedback in the right spirit helps us build our toolkits and improve our work.”

-Suzanne Herzog Owens, Chief Product Officer, WhyteSpyder

Leaders worth following know how to provide constructive feedback that is actually motivating and beneficial to their team members—and they have to be open to receiving feedback, as well. Some of the best lessons that leaders can hope to receive come from their followers and peers. It is critical to internalize and act upon this feedback in the spirit it is intended.

Whether you’re leading or following (or both), here are some ways to graciously accept and use feedback as the gift it is meant to be:

  • As you’re hearing feedback, take a second to remind yourself that you’re gaining insight for ways you can improve your effectiveness or make something you’re working on better.
  • Listen fully and try not to let your brain race to the point that you’re not hearing what is being said. Once the person has shared their thoughts, restate what you believe you were told to make sure you’re on the same page.
  • Don’t go on the defensive. Don’t argue. Stop, listen and acknowledge what you’ve been told.
  • Ask clarifying questions and inquire about possible solutions for addressing any issues.
  • Thank the person who has taken the time to share feedback with you. It might not have been easy for them, but by acknowledging politely and sincerely, you are showing your respect for their assessment—even if you may not fully agree.
  • Afterwards, consciously look for examples of your behavior or activities that relate to the criticism and actively address them. If you find ways to improve and take specific action to do so, it’s great to follow up with the person who provided feedback to demonstrate your progress.  

 

At Milestone Leadership, we recognize feedback is a necessity, and like all communication, it’s best when it flows both directions. Building a culture that embraces and cultivates feedback invites trust and meaningful interaction among team members—which leads to innovation, productivity and loyalty.

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Topics: Productivity, Growth, Candor, Living Your Values, Employee Engagement, Leadership, Honesty, Authenticity, Candidness, Tone at the Top, Advice, Humility, Management, Empowerment, Effectiveness, Reflection, Values, Feedback, Passion, Organization, Company Culture, Tips, Success, Intentionality, Experience, Workplace, Teams, Milestone, Truth, Team Health, Top Down Leadership, High Performance, Purpose, High Performing Teams, Recognition, Learning, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

Teachers in the Trenches: A Brief Look at Real Leadership Stories

Posted by Milestone Leadership on Apr 4, 2019 9:09:42 AM

 

No matter where we are in life or how we arrived at that point, from start to finish there are always people along our path who teach or influence us—especially when we are open to learning and embracing a bit of healthy introspection. Sometimes lessons are conveyed very intentionally, and at other times we learn by simply observing someone’s behavior, demeanor or direct actions. This article is the first in a series of blogs where we will share a quote from someone who describes a real-life instance of something their current or past leader said or did that has impacted their own leadership journey.

“My first full time boss was an old Army Sergeant who has served in Vietnam. Warm and cuddly he was not, but he knew how to GSD (get stuff done.) He sat me down when I became a leader for him (dispatcher) and told me that the company we worked for ran long before I got there and will run long after I leave...so don't think that I can't be replaced if I screw up or didn't work as much as it took to get the job done.

“That was shocking to a 19-year old, but really stuck. Though it was meant to be a threat (veiled or otherwise) and I'm no longer with that company...which is no longer in business...I've taken that nugget and made it my own. I now encourage my people to take care of themselves and use that same phrase to show them that though they feel like what they are working on is the most important thing right now, it will all still be here when they get back and are rested.” 

-Zac McCool, Senior Manager of Engineering and Technology, J.B. Hunt

The leadership lesson gained from this originally negative comment took on a valuable meaning as the person’s career progressed. Encouraging team members to take time to occasionally refuel both mind and body has enormous benefits for overall long-term productivity. It’s true—the work and the organization will still be there when someone returns from vacation or takes time to recover from an illness—but the reward is increased creativity, enhanced focus, more energy and greater loyalty to the team. Encouraging team members to balance their time and work load to take care of themselves and their families is a small price to pay for attracting and retaining top talent in a tight labor market. 

If you have a leadership example you would like us to consider featuring, we would sincerely love to hear it! Please respond in the comments of this post, and we’ll reach out to hear your story. At Milestone Leadership, we understand that teachers and mentors come to us in all sorts of ways, both formally and informally. We also know leadership lessons are best shared so we can all grow together—and the most effective way for us to become better leaders is to clearly understand and embrace what influences and inspires our followers. Who inspired you? What is your leader worth following story?

 

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Topics: Productivity, Growth, Living Your Values, Employee Engagement, Leadership, Tone at the Top, Advice, Management, Empowerment, Effectiveness, Reflection, Values, Passion, Organization, Company Culture, Success, Intentionality, Experience, Workplace, Teams, Milestone, Truth, Team Health, Top Down Leadership, High Performance, Purpose, High Performing Teams, Recognition, Learning, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

Tell Me a Story

Posted by Milestone Leadership on Mar 29, 2019 9:55:59 AM

 

Ask any group of leaders what robs them of sleep, and you’ll likely eventually hear something about challenges related to connecting with their team or peers—and struggles with how to more gracefully guide others through the stresses of change that are inevitable and inherent to any organization. Successfully managing through these issues requires finesse and acknowledgement of the importance of possessing some of the more intangible soft skills. One of those capabilities may seem insignificant on its face, but when appropriately used can actually wield enormous influence: Storytelling.

For many of us, our long-ago childhood bedtime rituals frequently included a story to coax us into our dreams. We revelled in the cozy simplicity of the voice of a parent or loved one reading aloud, making up a tall tale or sharing a treasured vignette about when they were once small themselves. Everything else would become still, and we listened intently—our minds filling with images and ideas that would usually last well beyond the telling.

Fast-forward to now, and it’s likely you still love a great story. We get pulled into them in spite of ourselves—on social media, television, movies or perhaps just overhearing someone while waiting in line at the DMV. National Public Radio even names their best, most captivating stories Driveway Moments because they’re so interesting we stay in our cars to listen to the end after we’ve already arrived at our destinations.

Work environments are no different, and leaders who are good storytellers have a real edge when striving to be relatable to team members and peers. The right story at the right time can be extraordinarily powerful. It has the potential to generate emotion, energy and establish a personal connection. Well-executed stories can frame up what needs to be learned or achieved by allowing listeners to create a relevant vision in their own minds that is memorable and relatable to a broader subject.

“Good stories surprise us. They make us think and feel. They stick in our minds and help us remember ideas and concepts in a way that a PowerPoint crammed with bar graphs never can.”      - Joe Lazauskas and Shane Snow, The Storytelling Edge: How to Transform Your Business, Stop Screaming into the Void, and Make People Love You

Not everyone is a natural storyteller, but leaders worth following know a great story has the potential to jog memories well into the future and can influence behavior and actions in a positive way—or even reinforce the organization’s vision and values. With practice and intention, there are several techniques that can help almost anyone craft good stories:

  1. Every story needs an identifiable beginning, middle and end—and the best stories bring it all home by tying the end back to the beginning in some form of resolution or connection. Open the story with a bit of context so people understand why it’s being told.
  2. Make sure the subject of the story is identifiable to the audience—and it shouldn’t always be about you. If you do talk about yourself, a bit of self-effacing humor can help curb what might otherwise been seen as egotistical or self-promoting.
  3. Stories about failures overcome are highly relatable. We’ve all felt the crush of defeat or embarrassment and it’s commonly accepted that people learn more from mistakes than successes.
  4. Appeal to emotion when appropriate. Not only does this connect the storyteller to the audience, people tend to remember how someone or something made them feel.
  5. When done telling a story, allow a moment for it to sink in. (Just like brief silence in a negotiation is a powerful tool, so is a moment of reflection after a story.)

At Milestone Leadership, we know people never outgrow a great story, whether it be around a campfire or on a long road trip—a sermon or a podcast—or simply in the breakroom over coffee. We hope you’ll tell yours.

“A well-told Story is a gift to the reader/listener/viewer because it teaches them how to confront their own discomforts.”  - Shawn Coyne, The Story Grid

 

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Topics: Productivity, Growth, Living Your Values, Employee Engagement, Leadership, Tone at the Top, Advice, Management, Empowerment, Effectiveness, Reflection, Values, Passion, Organization, Company Culture, Success, Intentionality, Experience, Workplace, Teams, Milestone, Truth, Team Health, Top Down Leadership, High Performance, Purpose, High Performing Teams, Recognition, Learning, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

How a Hotel Chain Snagged a 96% Employee Approval Rating

Posted by Milestone Leadership on Mar 22, 2019 9:44:15 AM

 

There’s a list any company would be proud to find its name topping—the annual ranking of Fortune 100 Best Companies to Work For. This year’s list is full of variety, representing everything from tech companies to grocery chains, financial firms to telecoms. In the number one spot for 2019 is Hilton, rising considerably from #33 in 2018.

At Milestone Leadership, we know that defining and constantly reinforcing an organizational culture which embraces values that benefit both customers and team members is fundamental to a company’s success. To see a well-known company in the highly competitive hospitality industry (known for an annual turnover rate topping 70%) manage to consistently land on Fortune’s annual list, it made us stop to wonder what values Hilton’s leadership has instilled to cause a whopping 96% of its employees to report “this is a great place to work.

Hilton has made it easy for team members to remember the company’s values—in fact, they actually spell it out in the form of an acronym:

H        Hospitality       We’re passionate about delivering exceptional guest experiences.

I          Integrity           We do the right thing, all the time.

L         Leadership      We’re leaders in our industry and in our communities.

T         Teamwork       We’re team players in everything we do.

O         Ownership      We’re the owners of our actions and decisions.

N         Now                  We operate with sense of urgency and discipline.

Much could be said about any one of these solid core values, but because Hilton was ranked as the best place to work largely based upon what employees reported in a 60-question survey, we wondered what they were so positive about with regard to their work experience. This is what they reported:

98%   When you join the company, you are made to feel welcome.

97%   I’m proud to tell others I work here.

96%   I am treated as a full member here regardless of my position.

96%   When I look at what I accomplish, I feel a sense of pride.

96%   I feel good about the ways we contribute to the community.

So, what’s the secret sauce? Simply put, the company has committed fully to finding tangible ways over the past decade to treat every team member—regardless of role or pay level—as well as they treat the guests at their properties. The results are clear: team members bring their best selves to their jobs, which means improved service, growing profits and rising stock values for Hilton even as the overall hotel industry is experiencing increased competition from Airbnb and other short-term rental options.

One way Hilton has shown employees they’re valued has been to implement programs that directly benefit team members at every level. Back-of-house spaces like break rooms have been renovated to look and feel as special as the spaces designed for guests. Hilton also allows employees to stay at its properties around the world at steeply discounted prices, a benefit that is coveted by team members and has allowed many to fulfill lifelong dreams. Yet, the company recognizes that beautiful facilities and travel accommodations can feel pretty empty unless there is a constant commitment to hiring managers who can inspire the best from their teams every day. Hilton seeks to find leadership talent who treat direct reports as equal peers; the expectation is that this degree of positive interaction and support starts in the C-suites and cascades outward.

Ultimately, Hilton recognizes the importance of building and retaining a network of leaders worth following who are empowered to act in accordance with the company’s stated values. The result is loyal, engaged people who are recognizing their greatest potential on the job.

It surely feels good to be #1.

 

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Topics: Productivity, Growth, Living Your Values, Employee Engagement, Leadership, Tone at the Top, Advice, Management, Empowerment, Effectiveness, Reflection, Values, Self Awareness, Passion, Organization, Company Culture, Success, Intentionality, Experience, Workplace, Teams, Milestone, Truth, Team Health, Top Down Leadership, High Performance, Purpose, High Performing Teams, Recognition, Learning, Relationships, Values & Ethics, Personal Development, Creating Culture, Leader Worth Following, Communication

Three Reasons Why Mentoring Someone Isn’t “All About Them”

Posted by Milestone Leadership on Feb 21, 2019 11:00:12 AM

 

If you were to find yourself feeling a bit reflective about your career and paused to consider what had the greatest impact on your successes along the way, it’s likely some key people would come to mind. The relationships you had with these individuals may have varied in formality, but you could likely describe very specific ways they affected your development professionally, personally or both. These people were your mentors, regardless of whether it was intentional and formalized or not; their influence helped bring you clarity, inspiration, confidence and knowledge.

As you envision these people, did you ever stop to consider that their acts of providing guidance actually helped them grow along with you? Here are three ways you can improve your own leadership capacity by actively giving the benefit of your experience to someone else:

  1. Serving as an effective mentor means you’re making a commitment to offer honest feedback and constructive criticism. Providing this in a way that actually builds a mentee’s capacity requires diplomacy and a solid understanding of what the mentee truly needs—which comes only through observation and active listening. Leaders aren’t necessarily born with this skill set, but making a conscious effort to really support another person’s growth by taking the time to learn about them and offer meaningful guidance can have the added benefit of honing the mentor’s own listening and communication skills. The self-awareness that results from understanding the impact of your words on another person is valuable in literally every relationship you have, personally and professionally.
  2. Necessary components of any mentor-mentee relationship are honesty and trust. These elements are also absolutely critical to high performing teams—and must be continuously cultivated and nurtured by leaders. Not everyone arrives at a point of open honesty and a place of trust in the same way or at the same time, but serving as a mentor can help leaders who struggle with this by allowing them to let down some of their barriers to expose their own vulnerabilities. Many of the best life and work lessons are learned through mistakes and missteps, and when you can share your own fallibilities with honesty and humility, you inspire the kind of trust that allows others to feel they can be authentic with you.
  3. Offering guidance to another person based upon your own experience requires self-reflection. Leaders frequently find themselves pressing ever-forward without pausing to think subjectively about their own personal and career paths—where they went right or how they could have done things better for themselves or for others. As a mentor, imparting what you’ve learned through your own experiences allows you the opportunity to revisit your own past, an important step to securing a better future. Sharing your path with another person can actually reveal things you might not have otherwise considered about yourself, and offer you the chance to improve or even altogether change your future course.

At Milestone Leadership, we believe leaders worth following understand the impact of sharing their own past experiences with transparency and intention. By revealing ourselves to others, we come to understand our own behaviors and contributions in ways that help us to be stronger future leaders.

 

Kelly Hale Syer
Associate
Milestone Leadership

 

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Topics: Talent, Professional Development, Growth, Candor, Transferable Skills, Leadership, Honesty, Authenticity, Candidness, Advice, Empowerment, Reflection, Career Building, Values, Feedback, Company Culture, Success, Experience, Workplace, Milestone, Truth, Story telling, High Performance, Purpose, Mentorship, High Performing Teams, Transparency, Role Models, Criticism, Mentors, Learning, Relationships, Values & Ethics, Employee Development, Personal Development, Creating Culture, Leader Worth Following, Communication, Affirmation, Service

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