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Leading and coaching employees and others is a particularly heavy responsibility. Whether I’m working with a child’s athletic team or developing my staff, every word and action becomes a model for others. Staff management sometimes feels no different than parenting my kids on how to succeed. What I have discovered is that experience is respected but that softer leadership qualities make good leaders and model appropriate behavior expectations for staff.
For franchisees, leadership is often measurable in things like turnover rates, profits, and growth. And those are important metrics for success. But getting to optimum performance also requires that franchisees demonstrate these six less-quantitative leadership qualities that encourage good productivity and participation from employees.
Clear Values
Good leaders do the right thing for the franchise’s health without compromising key values like integrity and honesty. From internal policy management to hiring methods, leaders provide a model of ethics for employees and direct reports. Employees recognize when managers sacrifice easy money to do the right thing. If you want your staff to be conscientious, then you must also be the type of person you hope to develop in your staff.
Open Ears
When someone takes a bold step and shares an idea or concern, actively listening is the only way to respond appropriately. A scheduling conflict, for example, might have a simple solution, but working collaboratively with an employee demonstrates that you understand the concern, clarify the need, restate ideas, and respond with complete understanding. Listening to staff from all different levels shows consideration, respect, and a willingness to improve. Employees become better advocates when a leader can listen, plus a manager develops greater empathy.
Discernment
Managers must make appropriate judgments outside of rules and policies. When problematic situations arise, good leaders navigate with innovative problem-solving skills. They collaborate with employees to find solutions for the franchise without sacrificing integrity. Most of life operates in the gray area between black-and-white rules. Still, if a manager can deftly steer staff toward careful decision-making, those employees see a manager lead by thoughtful example when the answers are immediately clear.
Desire to Improve
Some of the best managers I know continually recognize that there is always more to learn. Demonstrating skills is helpful, of course, but it is especially good leadership to demonstrate a willingness to develop better ways to manage staff and operations. A manager who models the value of education encourages staff to explore expanded learning options, too.
Communication Skills
Communication is often an issue in business, and your franchise is no exception. Still, good leaders are better at it, value its importance, and actively strive to keep good communication flowing. For staff managers, communicating well shows itself when they work well with everyone while retaining accuracy and sensitivity. Even if not perfect, your franchise employees will feel supported and guided through myriad situations.
Telescopic View
Good leaders envision the future of the franchise and each employee’s role. Employees will appreciate a franchisee who knows the long-term plan. With good vision from a leader, employees can also envision career development and know that their contributions are valuable for company growth.
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Leading your franchise means that you need followers—those employees who trust your guidance. Improve these six soft skills that demonstrate integrity and value employees to develop your future with an appreciative team.
Anne Daniells is a co-owner of Enterprising Solutions, a professional services firm specializing in corporate communication and financial improvement for businesses where she shares decades of corporate and entrepreneurial experience—including franchise ownership—in her writings on business culture. She has authored hundreds of articles for publications including AllBusiness.com, TweakYourBiz.com, and MSN.com. Reach out via her website for more on where corporate culture, communication, and human architecture collide.