I admit it: I lack empathy.
I remember being surrounded by people who could not, or would not take action. In an environment comprised of shattered employees at all levels, I looked around and I couldn’t find another leader anywhere who was prepared to take ownership of fixing the problems, accountability for the calamity, and responsibility for making dozens and dozens of employees’ lives **not** suck anymore.
Have you ever been in an environment where you knew people would work somewhere else if they had an option? I could feel it when I stepped off of the elevator. I could taste in the weight of the air. I could hear it in the silence on the floor. No hope. No camaraderie. No team. No encouragement. No empowerment. No safe place to speak up.
Yet, there were victims. Oh yes, there were plenty of those around. ”Executives make unrealistic commitments…Clients change scope and requirements…Processes are cumbersome…Others steal our best talent…No one accounts for how much extra work it takes to offshore…”
Blah. Blah. Blah.
So, maybe I do lack empathy, but maybe there are environments which could benefit from those of us who really don’t give a damn about the excuses. Maybe, what all of these shattered people really need is someone with enough (eh-hem) “charisma” to go to bat for them.
Either you choose to be a victim, or you choose empowerment. Either you choose to reward the victimization of your employees, or you choose to encourage and empower them.
“Managers do things right, and Leaders do the right things.”
Do the right things for your associates and they will reward you and your organization 10-fold.
Satisfied and Loyal Associates = Satisfied and Loyal Customers = Increased Revenues and Profits
Read: The Service Profit Chain