The most dangerous myth in business is that great leaders are born; that there is some innate, intangible quality to leadership. You either have it, or you don’t. In reality, quite the opposite is true. All members of a team possess the potential for leadership, in that leadership is an activity practiced by all, not simply a role granted to one. Leaders are made, not born, and truly great organizations prioritize the obligation to make them.
The quality and ability of managers in an organization are the most critical influencers of not just the “dollars-and-cents” performance of the business, but of the Customer Experience itself…and therefore the long-term success of the brand. The Team is where the company meets the customer. They handle every product and connect with each customer. There’s no such thing as a bad team in a great business (or vice versa). And there’s no such thing as a terrific team with an average Coach.
The COACH program focuses not just on the technical operational proficiencies that make good managers, but on the connective, developmental, and adaptive skills that build great Coaches. It focuses not just on the systems that deliver predictable service outcomes, but on adaptive leadership approaches that allow teams to evolve, improve, and craft unique, intricately customized Customer Experiences.
In this entertaining and informative session, best-selling author Tim Kirkland will discuss how to turn good ‘technical’ Managers into highly effective Leaders and Coaches. He details the philosophies from his best-selling book, and delivers immediately useable ‘next steps’ for attendees.
Tim will identify the 3 different types of Leader and detail the specific skills and behaviors that elevate the highest performers using the acronym COACH…
The first responsibility of a COACH is to collect, develop and maintain talent. Great leaders tend to share and prioritize the of Cultivation of their team. Cultivation is the ability to assemble, grow and keep a team filled with superior talent. Coaches and teams with the best players tend to win. In this portion, Tim will examine how exceptional Coaches cultivate and curate high-performing teams while improving their skills and keeping them motivated and engaged along the way.
Great leaders are able to see team challenges from a number of different angles and perspectives. However, our view can often be clouded be the complexity of the moment:
•A good Coach must be both a strategist and a tactician. Sometimes, when faced with a recurring challenge our
tendency is to “Zoom In” on it to solve it…when we should really “Zoom Out” to determine a need for broader,
•Leadership is about observing, interpreting and intervening… do your leaders know when to do which? Are they looking for the right things? Seeing the right things?
Great coaches know how important it is to keep a compelling scoreboard and exert constant, daily pressure on the team to improve. They bring accountability to the team by:
•Displaying performance for all to see (not just focusing on the top or bottom performers)
•Measuring behaviors, not just results. They understand the difference between “lead” and “lag” indicators and behaviors.
•Sharing the secrets of the business, so that everyone on the team has complete understanding of the specific “hows and why’s” of success.
Great leaders are great “connectors” not only in how they connect themselves with the team, but in how they connect the teams and customers to the brand, and connect goals to execution. Tim will teach leaders to look for and take advantage of connection opportunities that turn team members into “true believers” and customers into lifelong evangelists.
Effective leaders know that success doesn’t just come from everyone being good at their jobs. Leadership requires seeing the team from a “macro” point of view and helping the guest experience move fluidly from one well-executed point to another.
•Frequently, when customers become frustrated, it’s not so much because anyone performed a task wrong, but something happened during the “hand-of” between tasks and team members.
Tim will discuss how leaders can ensure smooth, successful relays on the team and help fill in the “Experience Gaps” in their business and exceed each customer’s unique expectations.