So, you’re the expert, right? You’re in this leadership role because you know what you’re doing. Of course you involve your team and get input. But still, you own the decision. And when you make the decision, you stand in your authority; you’re confident. All good.
Leadership for Imperatives for Complexity #5
As leaders, we often identify our role in terms of the results we are responsible for. And yet there is a second aspect of your role in complex situations that is just as important to focus on – creating the conditions that foster the emergence of your desired outcomes. Yeah, that’s a lot harder to get your arms around than the results. But that doesn’t mean it doesn’t matter.
Culture and the customer experience
I often like to take care of an errand during my morning walk. It saves on gas and gives the walk a direction and purpose. This morning, I decided to walk over to the bank to close my account, having recently changed to a new bank. I looked on the web to see what time the branch opened – 7:30am. I arrived at the bank at 8:15 to find that only the drive-up opens at 7:30; the lobby opens at 9:00. Fine, I thought.
