Consultancy Matters

Running a business is an inherently emotional experience. Even the most stoic leaders are bound to find themselves becoming invested not only in outcomes, but in people and processes as well.

While emotional leadership is often regarded as a liability, lack of personal investment can also bring about negative outcomes.

I’ve learned that the best leaders are those who can recognize emotionally-charged situations, rise above the passions of the movement, and maintain a level head. Good leaders are quick to listen and slow to anger.

“I am sick to death of the ridiculous situations I have to deal with at work. The pettiness, the politics, the stupidity — it’s out of control. This kind of thing stresses me out to the max.”

Stress is a happiness killer. And life is just too short to be unhappy at work. But we hear this kind of thing all the time from leaders in industries as varied as financial services, education, pharmaceuticals, and health care. In our coaching and consulting, we’re seeing a spike in the number of leaders who used to love their jobs but now say things like, “I’m not sure it’s worth it anymore.” They’re burned out — emotionally exhausted and cynical, as a result of chronic and acute work stress.

A few weeks ago I was sitting at a restaurant watching waiters step around some food that was spilled on the floor. This went on for almost 10 minutes before the restaurant manager came out with a mop and bucket to clean up the spill. I am fairly certain that cleaning the floors is not part of the restaurant manager’s job description.

The incident reminded me of how much I loved having dinner with my family when we had teenagers. As soon as they would finish their meals, they would excuse themselves and exit quickly from the dining room only to hear their mother say, “Pick up your dishes!”

The contemporary business world lauds those who are seen as creative. Innovators such as Elon Musk and Jony Ive have become household names. Yet, for many of us, despite our best efforts to be recognized as creative thinkers, our suggestions in meetings are ignored and our pitches to bosses get rebuffed.

If your colleagues have already formed an opinion of you as technically competent but a little staid, it’s going to take a lot to change their minds and get them to listen — a situation that’s especially true for women, who, research suggests, are often unfairly viewed as less creative than men.

Don't you wish marketing were as easy as waving a magic wand? Unfortunately, marketers must create their own magic to drive sales, raise awareness and generate qualified leads, in the face of ever changing customer needs and expectations.

In order to capture, cater to, and retain a customer's interest, CMOs and entrepreneurs need to make it more rewarding to choose their company. In the words of Hilton Chief Marketing Officer Geraldine Calpin, "We have to get customers really engaged and addicted to what we as a brand stand for. The way you get brand loyalty, love and stickiness, is through world class hospitality and technology. Simple, beautiful, useful technology makes travel easier."