WE’RE a lucky bunch, those of us helping media folk with the
ticklish issue of leadership.
Forget management – that’s just getting the right people in
the right place at the right time doing the right thing – I’m talking about
showing, telling, providing guidance, direction, a kick up the wotsit and praise
when due.
Because everywhere around us are examples of leadership. Some
good (1), some ok (2)and some in need of intensive care. The shift leader at
Wetherspoon’s who’s running around keeping both staff and customers happy (1), the
train guard keeping us posted with too many announcements (2) and the head
receptionist at the doctors who doesn’t seem to know or care that a bunch of
sickly ‘customers’ are waiting (3).
Self-important media moguls who turn up for my one of leadership
workshops soon find themselves in a supermarket, seeing for themselves how a
fast-moving consumer business copes with a myriad of staff and customer
issues. And likely as not the manager doesn’t even have an office!
So what a joy it was to see Michelin star chef Paul Ainsworth on Masterchef this week (BBC1), with a masterclass in leadership.
See below how he worked with a new team to provide sparkling
service AND a good time for all.
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EXPLAIN: Clearly set goals and make sure everyone knows what
is expected of them
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BE INVOLVED: Do not be a spectator, be a participant
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STAY IN CHARGE: Be cool, but firm when the going gets tough
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PRAISE: Little and often works best (that's a high-five, by the way!)
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KEEP ON TRACK: Don’t allow to get caught up in the moment
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FEEDBACK: You might be having a great time, but is everyone
else?
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GET STUCK IN: Do as well as show and tell when necessary
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CUSTOMER REACTION: Share feedback from the outside world
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