Sandra described the past week of headaches associated with a systems conversion that took place in the call center in which she works as a customer service representative. She outlined the many hiccups and problems they encountered, the way data dropped out of fields, and calls that were habitually misdirected. She described the 14-hour days that would likely go on for another week or so, the intensity of the customers’ expectations, and management’s scrutiny.
When I responded empathetically about how miserable it must have been, Sandra surprised me with her response: “No, it was awesome!” And she went on to explain why.
Sandra reported to a new supervisor, Leah, who had been promoted just before the conversion took place. Unlike her predecessors, who managed these changeovers from their offices via e-mail, Leah moved out of her office to a desk in the middle of the department. She removed all barriers (visual and otherwise) and situated herself right in the eye of the hurricane. And her staff still can’t stop talking about it.
Leah understands the truth behind the clichés that are talked about more than acted upon:
Leah understands the value of symbolic leadership. She understands that communication is more than spoken words; it’s the Gestalt of the actions we take and how they are interpreted by others.
Through the behaviors they demonstrate (or don’t), actions they take (or don’t), and choices they make (or don’t), leaders send constant and powerful messages to those around them. What they do (or don’t do) telegraphs their values, priorities, and more. And followers are highly attuned to these messages.
Public actions, traditions, rituals, and even stories communicate volumes for leaders who use them well. But it’s easy to abuse this leadership strategy. People quickly see through the clever stunts, artificial contrivances, and photo-ops of an inauthentic leader trying to manipulate a situation.
Becoming a genuine, skillful, symbolic leader involves more than doing things “for show.” It involves:
Symbolic leadership is not showmanship and it doesn’t require dramatic, sweeping acts. It’s about taking a stand and moving it forward. It’s about allowing others to experience your vision and to live your values with you. It’s about acting with intention and congruence. And sometimes it’s as simple as sitting somewhere new.
This post originally appeared at SmartBlog on Leadership.
Image by Miguel Á. Padriñán from Pixabay
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