There are two donut shops near my office. The donuts taste identical. The interiors are similar. The locations are equally convenient. But at one donut shop, the employees mumble and are more interested in the cash register buttons than the customer in front of them. At the other store, the workers make eye contact, engage in friendly small talk, and serve me with a smile.
I also noticed that one of the stores had an angry, frowning woman behind the counter wearing a tag that said "manager." She barks at employees, telling them that they didn't know what they were doing. She focused her efforts on command and control. Guess which location she was in.
Leaders as coaches
Our leaders influence everyone around them. Innovative companies realize that managers can't have all the technical answers when industries are in constant disruption. Many businesses are moving from the traditional command and control model to promoting coaching instead. A coach ask
