This mental image is formed through random encounters with you such as emails, videos, speeches, meetings, and stories about you shared by others. Washburn and Galvin say employees follow four basic rules when forming a perception about their leaders:
- They judge a book by its cover. Right, wrong, or indifferent, we all tend to do the same thing. We take whatever limited information we may have and draw a conclusion of what it means.
- Employees look for answers to specific questions like: Does the leader care about me personally? Have high standards? Offer an appealing vision of the future? Seem human in a way I can relate to?
- People prefer the answers to these questions in a form of a story. Stories help string together and make sense of the limited facts at their disposal.
- Trustworthiness is the key factor employees pay attention to in the stories about their leaders and they tend to disregard the rest.
To effectively get people to follow you and rally around the goals you want them to achieve, you have to earn their trust. You also have to let them know you mean them no harm; you are behind them, supporting them, and have their best interests in mind. In order to get them to know you for who you are, you have to be REAL: reveal, engage, acknowledge, and listen.
- Reveal information about yourself—Leaders often withhold information about themselves because they believe they have to maintain a safe distance from their employees; they can’t be friends. I believe that principle is misguided. As research shows, people want to have authentic relationships with their leaders. They want to know the person behind the title, and sharing information about yourself is a primary way to accomplish that goal.
- Engage employees as individuals—Every employee wants to be seen and known as an individual and not just a number showing up to do a job. Knowing your employees on an individual level gets harder to accomplish the higher you move in the organization. It’s simply a matter of too many people to spend time with and not enough time to do it all. But it’s doable if you have a plan. Get out of your office and walk the hallways. Peek into cubicles and offices and ask team members how they’re doing. Inquire about how their kids are doing and what’s exciting in their lives outside of work. Be a guest attendee at department and team meetings so employees get some face-time with you and can relate to you in a small group setting. The more you can engage people on an individual level, the more they’ll understand you care about them on a personal level.
- Acknowledge employee contributions—When I conduct training classes on building trust, I’ll often ask the group to respond to this statement: “Raise your hand if you are sick and tired of all the praise you receive at work.” No one ever raises their hand. People are starving for acknowledgement of their efforts and contributions, and you would be amazed at how much trust you can build by authentically acknowledging your employees. Leadership and management guru Ken Blanchard has said that if he could choose one lasting legacy of his work, it would be the philosophy of “catching people doing something right.” Authentic praise and recognition unlocks commitment, engagement, and passion in your team’s performance.
- Listen to learn—Too often leaders think and act like they are the smartest person in the room. Thinking and acting that way leaves little room for you to learn from the people who usually know the most about what’s happening on the front lines of your business. When you have the chance to interact with employees, spend more time listening than you do talking, and look for ways to incorporate their feedback in your decisions and plans. The simple act of listening is a big trust booster in relationships because it signals to the other person that what they have to say is important, you care, and you value what’s being communicated.
Work, and life, seems to move at a frenetic pace these days. There are always urgent and important matters to deal with and it’s incredibly easy to develop tunnel-vision in regards to our projects and lose sight of our people. All of us leaders need to remember that our actions are under a microscope, and our people develop perceptions of our leadership through random bits of information that comes their way. We can’t lose sight that a fundamental element of successful team performance is developing personal and authentic relationships. A great way to do that is to show our people that we are REAL.