Mountain State University LeaderTalk

Show support, lessen uncertainty

I waited tables while I was in college. I worked at a couple of different restaurants, but I'll never forget one of my first nights at a new restaurant because my boss demonstrated support for me and faith in my judgment even though I was a new employee.

It was a Monday night. Because the restaurant was short-handed and I had a great deal of experience waiting tables, I was the only server that night. There were four employees working – two people to cook and wash dishes, one manager, and me. At the beginning of my shift, I received a brief training session, and then I was turned loose.

I can't remember how many tables that I had that night, but one stands out. It was a table of five sitting in a corner booth - they ordered pizza and breadsticks. After bringing out their pizza, I went back to the table to check on them. When I asked about their meal, they complained about the food – even though they'd eaten most of the pizza already. I apologized and told them that we would make them another pizza, but they didn't want another pizza. They wanted a free meal.

I had handled many such situations before, but restaurant policies all differ.  As a server, I had never had the authority to give away free meals, but it wasn't uncommon to offer a customer a different item if they were dissatisfied with their food. In these situations the customer was charged only for the food they deemed satisfactory. This table insisted that they deserved a free meal so I turned the situation over to the manager.
 
The manager had never worked with me before, but she trusted my ability. When she visited the table, they complained both about the food and poor service, but she supported me and offered them another pizza as I had done. They began using profanity, and the manager walked away. She told me that she would handle the table from that point on as she did not want the unruly group to harass me. They did not receive their meal for free.

I was in a new environment working with a new group of people. My boss let me work independently when I felt comfortable doing so and then stepped in when the situation became difficult. Her action helped me in adapting to the new organization. She realized that working in a new situation can be unsettling, but having support from those working around us can help to ease feelings of uncertainty.

In reflecting on this month's theme, leaders expand capacity for change, has someone helped you adjust to a new situation by demonstrating their support for you?

Join the conversation!

 

Choose to be a leader

We don't have to hold a specific title or work in a specific field to be a leader. We can choose to be a leader in the situations we encounter by connecting with those around us. Patricia Aburdene said, "To be a leader for the next century, you have to be able to bring out the best in people." A leader must connect with others to bring out the best in them.

It's easy to identify the lack of leadership in situations, but it's more productive to look for leadership abilities exhibited. Recently, I've been inspired by the leadership qualities I've seen in people around me, and I'd like to share my experiences with you.

Like most of the country, West Virginia has seen a lot of snow this year. On a particularly snowy morning I found myself stuck at the doctor's office after my appointment. There's only one road in and out of the complex, and the road was closed due to a weather related accident. No one in the complex could get out, and those outside of the complex couldn't get in. My doctor and the other staff members went out of their way to be sure that we (the patients) were comfortable and taken care of as we waited. Together we made the best of an unfortunate situation, and they even offered to share their lunches with us. Prior to this incident, I can say that I liked my doctor, but now I like her on a different level. She demonstrated that she genuinely cares about my well-being outside of an annual visit.

Watching football is an American pastime and a family tradition for me. My immediate family had planned to have a Super Bowl party, and I volunteered to host the gathering. We began planning our menu weeks in advance, and when the topic came up at work, my dad shared the menu with his co-workers (many were planning their own parties). Super Bowl party menu conversations led to party plans, and my dad asked if we cared if he brought a couple of people from work to our party. Since we operate on the more-the-merrier concept, we welcomed the idea. We made new friends during the game, and later learned that one of his co-workers had never attended a family gathering like ours. She had lived in the U.S. for six years, but until the party, had never been invited into the home of an American family until our Super Bowl party. My father had chosen to reach out to her when others hadn't.

Don't be discouraged when you feel that leadership is lacking—instead reach out. As you go through the day, make it a point to say hello to the mail carrier, ask the cashier at the grocery store about their day, watch, and listen to those around you. Look for opportunities to bring out the best qualities and behaviors someone has to offer. Choose to be a leader.

How do you bring out the best in those around you? Join the conversation!

 

February's theme: Leaders expand capacity for change

Change can be good, fun, and exciting, but we don't always look forward to it. Everyone has a different aptitude for handling change, and for some, even minor changes can be seriously unsettling.

Effective leaders realize why change can be uncomfortable. Marilyn Ferguson summed it up well, saying, "It's not so much that we're afraid of change or so in love with the old ways, but it's that place in between that we fear . . . . It's like being between trapezes. It's Linus when his blanket is in the dryer. There's nothing to hold on to."

Being between trapezes especially stands out to me – that hold-your-breath moment of "will I make it?" is a horrible, horrible feeling.

A leader's purpose should be to help us work through uncertain times. We can't be productive or effective if we feel as though the rug has been pulled-out from under our feet. Leaders must help us work through changes in a positive way. Leaders expand capacity for change through:

• Encouraging creativity and innovation; challenging the status quo. Leaders prompt us to examine why have we always done things this way? Are there more efficient ways to accomplish our goal(s)?
• Identifying potential issues and responding to the environment. Leaders keep an eye toward the horizon. They're aware of the landscape and forecast. They're prepared for potential storms.
• Engaging in and supporting entrepreneurial thinking and initiatives.

During the past few months, we've talked a lot about change. Strategies for handling change are always timely because change is constant, so continue to send us guest posts and content for our monthly Round-up by Feb. 21.

We'd like to hear your stories!
Is there someone who has helped you expand your capacity for addressing change?