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Teams encounter unexpected challenges, projects veer off course, and crises arise when least expected. Many leaders find themselves caught in a perpetual cycle of "firefighting," where they spend their days extinguishing problems within their teams, only to find themselves exhausted and unproductive by day's end. This constant state of reaction leaves little room for proactive, strategic leadership—working on the business rather than just for it. Calling ourselves "firefighters" actually discredits real firefighters, as they have extensive training and the tools they need to do their job, while many leaders do not.


The "firefighting" mentality stems from a reactive mindset—a tendency to focus solely on addressing immediate issues rather than thinking strategically about long-term goals and objectives. While putting out fires is an essential skill for any leader, it should not dominate their entire approach to leadership. Leaders must learn to balance reactive problem-solving with proactive, strategic thinking.


Through many of my mentorship conversations with young leaders, I see they are in a chronic state of chaos. They spend most of their days running from one crisis to the next. Whether we meet once a week or every few months, their answer is always the same, "I'm just too busy, and I never have enough time to get my projects done." This leaves me with one question: if chaos is the standard.... why do you not have standardized work for crisis management?


Sound crazy?


Consider professions in perpetual crises, like paramedics, firefighters, or military personnel. Anyone working in these industries is given extensive training and the proper tools and support to do their job. In addition, they have even been trained to make do without the right tools or when separated from their team. They improvise.

Why do we not adopt similar principles as leaders?


Call It What It Is!

I have said this many times, but I will repeat it: If you are in a crisis, call it a crisis! Identifying what state we are active in removes ambiguity about what we are experiencing and allows us to access the tools and skills we need to lead through these challenges.


Think of a natural disaster or a political movement when a city or province announces a state of emergency. By making this statement, those in trouble will have more access to the necessary resources to deal with the crisis immediately. We should be doing the same as leaders. So call a crisis a Crisis!


Now that we have established that we are in a crisis, what next?


My Top Tip In Crisis Management

My top tip is to schedule time to deal with the crisis. I used to call it the "Daily Critical Meeting." Like a morning huddle, those necessary to deal with the crisis will gather at the start and end of the day. Twice a day is usually frequent enough for most issues, but if the situation changes rapidly, consider having three or even four standard times per day for critical meetings. This time is scheduled into everyone's calendars and stays constant until the crisis has been dealt with. Doing so dramatically reduces the need to cancel other meetings at the last minute, reduces the risk of missing other tasks or responsibilities, and generally messes up everyone's schedule for the day. These meetings are meant to be short and used to delegate tasks and give updates on the situation.


Only relevant team members should be included in these meetings. This means that if the whole team is scheduled for the crisis meeting, but the crisis only affects the marketing team, then only marketing team members should be present. This gives all other team members free time to work on different projects and streamline meetings as efficiently as possible. Be sure to let your whole team know who is required at the meeting and who isn't. Respect their time and abilities, and don't forget to let everyone know what is happening, with ample time to prepare. Otherwise, you will create an additional crisis over your preexisting crisis.


Use the morning meeting to delegate tasks and the afternoon meeting to regroup, assess your progress and make a tactical plan for the morning.


When You Are In The Trenches

You may be thinking, "But Glenn, this all sounds great, but there's no way I can implement this stuff. It's too hard!"


I understand. Change can be challenging, and often, when we are in crisis, the last thing we need is to add gasoline to a brush fire. However, the best thing leaders can do during a crisis is to create routines. This provides some much-needed stability. Maybe your team is busy troubleshooting, and no planned work is getting done, but you can rely on those two meetings daily as a foundation to cling to—a calm in the storm, sort of speak. It is a time when everyone knows they will have a chance to be heard and supported.


Ultimately, it comes down to the severity and scope of your crisis. When crises happen, allow them to be discussed and dealt with only during crisis meetings, not anywhere else. The reverse is also the same: don't bring your crisis to your other meetings.


Depending on the crisis, this may be altered slightly based on time-sensitive information or action requirements. However, for the most part, the time between these crisis meetings should consist of your pre-planned work day.


This allows you to get other non-crisis work done while managing a crisis. In my experience, 90% of crises do not need your immediate action or reaction. They need rapid action, but typically, they can wait an hour or so until the planned crisis meeting time. It's usually our internal adrenaline rush or subconscious need to feel important that drives the drop what you're doing mentality more so than the actual need. So, take a moment to stop and think critically. Can this wait until the next crisis meeting? Nine times out of ten, the answer is yes! So save yourself the headache and stop getting pulled off your work when you don't have to.



Put On Your Oxygen Mask Before Assisting Others

Another key to dealing with the crisis is to allow time for you to do what you need to maintain at the top of your game. You can't have it all, but what are your top three non-negotiables?


My top non-negotiables have always been:

  1. Time to talk to/see my family
  2. Respect for my team and my leadership
  3. Look after myself and my team


The first non-negotiable may seem strange. However, throughout my career, I travelled extensively and was away for extended periods or had to deal with extended, very busy periods. For example, when I was at Amazon, "Peak," or the Christmas season, was a CRAZY busy time of year. It was definitely 24/7 and often felt like one perpetual crisis. In these situations, it's too easy to get caught up in things and miss the opportunity to connect with your family. Particularly when different time zones come into play! I wish I could say I developed this proactively, but no, I had to learn it the hard way! That's why non-negotiable #1 exists for me. No matter what, no matter where I am, I will take time every day to touch base with my wife and kids. Even if I only have 15 minutes for a phone call, I will make that call just to hear their voices and catch up with their day.


Non-negotiable #2 is important to me because, earlier in my career, I experienced some situations where, during a crisis, more senior-level leaders reacted to the situation by being abusive and overly demanding of me and my team members. I'm sure they thought they were doing the right thing and that it would "motivate" us to resolve the issue faster. As you might expect, however, it was a distraction and caused many other issues that did not help the situation. From then on, I ensured that I ran interference for my team from the above levels and did not allow anyone, regardless of their position, to treat my team poorly, even at the risk of my career. It may be hard to believe, but some intense interventions were required!


Lastly, you've got to look after yourself. Despite what you may think, you are not immortal. Sure, you may think you can get away with eating poorly, not exercising, and, most commonly, not getting enough sleep. However, these things catch up with you eventually. Unfortunately, when they do, it's too late. Look after yourself; in so doing, you may even be looking after your team. It seems I've learned these non-negotiables the hard way. One particularly difficult new model launch at Toyota, I was working around the clock to demonstrate my support and commitment to the company and my team. Leading by example was my intention. With two shifts operating, I thought it was important that both shifts saw my dedication and presence, so I worked very long days, spanning both shifts. One evening around 10:00 PM, as we stood observing a problematic process, one of my team members said to me, "How long are you gonna keep this up? We can't keep up with you. You're killing the team!" It was a well-deserved and, frankly, overdue slap in the face.


Although I had the best intentions, I didn't realize that other team members were putting in crazy hours, too, just because I was. They didn't want to be perceived poorly in my eyes, which they wouldn't have, but that was their thinking. I was devasted that I had burdened my team, which was working as hard as possible to resolve the issues. Not only was I killing myself and reducing my effectiveness by becoming worn out and exhausted, but I was doing the same to those who were working diligently on resolving the issues! Staying rested, energized, and clear-headed wins!



As a leader, unexpected challenges and crises are par for the course. Many leaders find themselves trapped in a cycle of "firefighting," where they spend their days reacting to immediate issues, leaving little time for proactive, strategic leadership.

However, this reactive approach can be detrimental. Leaders must shift from firefighting to crisis management excellence, adopting structured protocols and prioritizing self-care. By acknowledging crises, scheduling dedicated crisis meetings, and maintaining non-negotiables for personal well-being, leaders can effectively navigate chaos and lead their teams to success.

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Once viewed as a fixed set of qualities, leadership has undergone a remarkable transformation over the years. The traditional characteristic of a leader as a commanding figure, issuing orders from the top down, has given way to a more nuanced and adaptive approach. Today, leadership is recognized as a dynamic process of influence and inspiration, evolving alongside the complexities of modern organizations and the rapidly changing global landscape.


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The Shift from Command to Collaboration:

In the past, leadership was often synonymous with authority and control. Leaders were expected to possess all the answers and make decisions unilaterally. However, as organizations became more complex and interconnected, this autocratic leadership style proved ineffective and unsustainable. As a response to this challenge, the shift towards collaboration and empowerment emerged.


Transformational leaders recognize the value of leveraging their teams' collective intelligence and diverse perspectives. They foster an environment of trust, openness, and collaboration, where ideas are freely exchanged, and individuals are empowered to take ownership of their work. By decentralizing decision-making and embracing participatory leadership practices, organizations can tap into the full potential of their workforce and drive innovation.


Embracing Diversity and Inclusion:

Another significant aspect of leadership transformation is recognizing the importance of diversity and inclusion. In today's multicultural and interconnected world, leaders must be adept at navigating diverse perspectives, experiences, and backgrounds. Embracing diversity fosters creativity and innovation and enhances organizational resilience and adaptability.


Leadership transformation involves creating an inclusive culture where all voices are heard and valued. It requires leaders to challenge their biases and assumptions, actively seek out diverse viewpoints, and create opportunities for underrepresented groups to thrive. By championing diversity and inclusion, leaders can cultivate a more vibrant and resilient organizational culture that attracts top talent and drives sustainable growth.


Adaptive Leadership in a VUCA World:

The volatile, uncertain, complex, and ambiguous (VUCA) nature of today's business environment demands a new kind of leadership – one that is agile, adaptive, and resilient. Adaptive leaders excel in navigating uncertainty and ambiguity, embracing change as an opportunity for growth rather than a threat to be avoided.


Adaptive leadership requires leaders to be comfortable with ambiguity, able to make informed decisions in the absence of complete information, and willing to experiment and learn from failure. It involves fostering a culture of continuous learning and adaptation, where individuals are encouraged to embrace change, take calculated risks, and iterate on their approaches.


Tips on Becoming a Transformational Leader


Becoming a transformational leader requires dedication to personal growth, a keen comprehension of organizational dynamics, and the capacity to inspire and empower others. Like any other skill, transformational leadership is learned, not naturally gifted. At HPL, we continue to have leaders ask for insight and advice on how to grow their toolboxes and ways to work on these leadership skills. At the end of the day, it all comes down to practice.


Some key tips or areas of focus to start with if you want to practice your transformational leadership style can be easily summarized with the acronym VISION LEAD:


Vision Development: As a transformational leader, at any level within an organization, it's crucial to have a clear and inspiring vision for the future. Take the time to develop a vision statement that outlines your goals, values, and aspirations for your team or organization. Communicate this vision effectively to rally your team behind a common purpose and direction.

Integrity and Trust: Build trust by acting with integrity and honesty in all your interactions. Be transparent about your intentions, communicate openly, and follow through on your commitments. When team members trust you, they are more likely to be engaged, motivated, and willing to follow your lead.

Support and Empowerment: Empower your team members by providing them with the support, resources, and autonomy they need to excel. Delegate authority, encourage initiative and provide opportunities for growth and development. Empowering your team unleashes their potential and fosters a culture of ownership and accountability.

Innovation Encouragement: Foster a culture of innovation by encouraging experimentation, risk-taking, and creative thinking. Create an environment where ideas are valued, and failure is seen as a learning opportunity. Encourage your team to think outside the box, challenge the status quo, and explore new possibilities.


Inspiration and Motivation: Inspire and motivate your team by leading by example and demonstrating passion, enthusiasm, and commitment. Recognize and celebrate their achievements, and provide encouragement and support during challenging times. By inspiring your team, you ignite their passion and drive for excellence.
Nurturing Development: Invest in your team members' development by providing mentorship, feedback, and opportunities for growth. Help them identify their strengths and areas for improvement and provide the support and guidance they need to reach their full potential. By nurturing their development, you build a stronger, more capable team.

Collaboration Promotion: Promote collaboration and teamwork by breaking down silos and fostering open communication and cooperation across departments and functions. Encourage knowledge sharing, ideas, and best practices, and create opportunities for cross-functional collaboration. By promoting collaboration, you harness your team's collective intelligence and creativity.

Embrace Diversity and Inclusion: Recognize the value of diversity and inclusion in driving innovation, creativity, and organizational performance. Create an inclusive environment where all voices are heard and respected and actively seek out diverse perspectives and experiences. By embracing diversity and inclusion, you create a more vibrant and resilient organization.

Adaptability and Agility: Be agile and adaptable in response to changing circumstances and evolving priorities. Stay open to new ideas and perspectives, and be willing to adjust your approach as needed. By being adaptable and agile, you navigate uncertainty with confidence and resilience, leading your team through change effectively.

Dynamic Leadership: Embody dynamic leadership qualities by being proactive, visionary, and action-oriented. Lead with energy, enthusiasm, and optimism and inspire your team to achieve greatness. A dynamic leader drives positive change and creates a culture of excellence and innovation.


By following the VISION LEAD framework and embodying these principles, you can become a transformational leader who inspires positive change and drives organizational success.


Where To Start Your Transformational Leadership Journey:

Embarking on the journey of transformational leadership is both an exhilarating and daunting endeavour. It requires a deep commitment to personal growth, a keen understanding of interpersonal dynamics, and the courage to inspire change. As you take your first steps towards becoming a transformational leader, laying a strong foundation for your journey is essential. This begins with self-reflection and a dedication to continuous improvement, followed by cultivating authentic relationships built on trust and mutual respect. Furthermore, articulating a compelling vision that energizes and motivates your team is paramount. In this introductory phase, you set the stage for a transformative leadership experience that will drive organizational success and empower individuals to reach their full potential.


Self-Reflection and Personal Growth: Start by reflecting on your own leadership style, strengths, and areas for improvement. Engage in self-assessment exercises, seek feedback from peers and mentors, and identify areas where you can grow as a leader. Invest in your personal development through reading books, attending workshops, or enrolling in leadership development programs. You lay the foundation for becoming a transformational leader by focusing on your own growth and development.

Build Relationships and Foster Trust: Transformational leadership is built on trust, relationships, and effective communication. Invest time in building authentic relationships with your team members, peers, and stakeholders. Listen actively, show empathy, and demonstrate integrity in your interactions. Create a supportive and inclusive work environment where individuals feel valued, respected, and empowered to contribute their best. Building strong relationships and fostering trust creates a solid foundation for transformational leadership.

Articulate a Compelling Vision: Transformational leaders inspire change by articulating a clear and compelling vision for the future. Take the time to define your vision for your team or organization – where do you want to go, and why does it matter? Communicate this vision effectively to your team, vividly showing the desired future state and rallying them behind a common purpose. Engage your team in co-creating the vision, soliciting their input and buy-in. By articulating a compelling vision, you provide direction and inspiration for your team to embark on the journey of transformational leadership.


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Quick Read:


The evolution of leadership from a fixed set of qualities to a dynamic process of influence and inspiration has transformed traditional leadership paradigms. Leaders are now expected to move from the top-down, commanding style towards a collaborative and inclusive approach, recognizing the value of diverse perspectives and experiences. In today's volatile and uncertain business environment, adaptive leadership has become essential, requiring leaders to navigate ambiguity and embrace change as opportunities for growth. Becoming a transformational leader involves dedication to personal growth, understanding organizational dynamics, and inspiring and empowering others. Key tips for developing transformational leadership skills can be summarized by the acronym VISION LEAD: Vision Development, Integrity and Trust, Support and Empowerment, Innovation Encouragement, Inspiration and Motivation, Nurturing Development, Collaboration Promotion, Embrace Diversity and Inclusion, Adaptability and Agility, and Dynamic Leadership. By embodying these principles, leaders can drive positive change and foster a culture of excellence and innovation within their organizations.

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The misconception that Lean principles are exclusive to manufacturing or production environments is a significant oversight. I first learned about Lean thinking while working at Toyota in 2001. From then on, Lean has been a part of my life professionally and personally. Lean thinking went with me and contributed to my success at BlackBerry. It greatly challenged my thinking when I continued as the leader of the Canadian operations at Amazon. As someone deeply immersed in Lean methodologies within my business today and throughout my career, I've witnessed firsthand the transformative power of Lean thinking on and beyond the factory floor.


Jump to Quick Read


Initially conceived by Toyota to optimize production processes, Lean management principles have transcended their origins and found success across a spectrum of industries. This adaptability is a testament to the fundamental effectiveness of Lean methodologies in driving operational excellence and fostering continuous improvement.


It's crucial to recognize that Lean isn't bound by industry constraints; rather, its core tenets of efficiency, waste reduction, and customer-centricity can be applied to any organizational context. By embracing Lean practices, businesses in service-oriented sectors such as healthcare, finance, and hospitality can unlock untapped potential for enhancing efficiency and elevating customer satisfaction.


In essence, the application of Lean thinking in service industries isn't just a possibility; it's a strategic imperative. By delving into how Lean methodologies can streamline processes, minimize waste, and optimize resource utilization, we can unearth opportunities for significant improvements across diverse sectors. So, let's take a deeper look into how Lean principles can revolutionize service-oriented industries and pave the way for unparalleled success and growth.


Understanding Lean Thinking in Services


Lean thinking is rooted in the concept of continuous improvement and the elimination of waste. While manufacturing environments traditionally embraced these principles, service industries are increasingly recognizing the value of Lean thinking in streamlining their operations. In service-oriented sectors such as healthcare, finance, and hospitality, Lean principles can be tailored to address the unique challenges and opportunities present.


To begin with, we must first think of processes. Every job has a process, and that is where we can start implementing lean. When jobs have repeating tasks in a specific order, we can view them as a one-directional flow of productivity.


For example, when you consider a hairdresser, you might think there is no way that lean thinking can improve the process of something so creative and variable. But when you break down the tasks a hairstylist goes through, you begin to see the same process unfold: The client walks in, sits in the chair, and describes what they want to be done. The stylist washes, trims/colours the hair, and styles it, and the customer pays and leaves.


When you view each part of the process through a lean lens, the elements will become clear, and you will know which steps improve overall customer satisfaction. Perhaps tools are much farther away than they need to be, maybe the colour station (where hair dies are mixed) is in the back of the building, and the stylist has to walk back and forth multiple times during the appointment to mix colours. Is there a way to standardize popular colour combinations? Is there a standard order of tasks based on specific needs, such as a haircut vs. highlights?


Lean can be applied anywhere; it just changes how it is achieved. Next, I'd like to offer some case studies that highlight how specific elements of Lean can be applied to other service industry needs.


Value Stream Mapping in Service Delivery


We have all been there! You go to the doctor's office for your regular check-up. You arrive on time. There is no one else in the waiting room, and then you sit... for an hour.. waiting to go to the examination room. Then once you finally reach the examination room, you sit and wait for twenty minutes for the nurse to come in and ask you all the required questions so that you can sit and wait for ANOTHER fifteen minutes for the doctor to finally come in and tell you everything looks good and see you in a year. What if Doctors' offices and hospitals utilized value stream mapping to improve service delivery?


One key aspect of Lean thinking is the application of value stream mapping to visualize and analyze the flow of processes. In service industries, understanding the entire value stream is crucial for identifying areas of improvement. For instance, a healthcare provider may use value stream mapping to optimize the patient journey from appointment scheduling to post-treatment follow-up. By eliminating unnecessary steps and bottlenecks, organizations can enhance the overall efficiency of service delivery.


Kaizen in Customer Service: A Continuous Improvement Approach


Kaizen is an incredible tool for any process. All jobs involve some element of the process. There will always be specific tasks that you have to do daily, weekly, monthly, and yearly. While some tasks may be more repetitive than others in certain industries, there are always processes to work with to implement lean thinking.


Think about a restaurant: Every new guest starts the same process: Greet guest(s) at the door and take them to their table. Provide a menu and drink/food recommendations. Take their order, deliver it, and then provide any additional top-ups or requests. Clear dishes as necessary until the bill is provided. Clean the table... Repeat.


What if Kaizen was introduced to this restaurant process? By consistently employing Kaizen methodologies, the restaurant examines and refines elements such as menu efficiency, order processing times, and guest satisfaction procedures. Something as simple as keeping condiments on the table instead of requiring servers to supply condiments on request can save a lot of wasted time and motion of the serving staff and increase customer satisfaction and impression of the meal. Through the implementation of incremental adjustments, the establishment can realize substantial progress in both customer contentment and operational effectiveness.

Let's examine a few compelling case studies to illustrate the tangible benefits of Lean thinking in service industries.


Case Study 1: Improving Patient Flow in Healthcare


A large hospital system faced challenges with patient flow, resulting in long wait times, increased frustration, and a suboptimal patient experience.


Lean Implementation:
The hospital adopted Lean principles to streamline the patient journey. Through value stream mapping, the team identified areas for improvement, such as optimizing appointment scheduling, reducing redundant paperwork, and enhancing communication between departments.


After implementing Lean strategies, the hospital achieved a 20% reduction in patient wait times, improved staff morale, and increased patient satisfaction scores. The streamlined processes enhanced the overall quality of care and contributed to cost savings through resource optimization.


Case Study 2: Lean Thinking in Financial Services


A leading financial institution faced challenges with lengthy loan approval processes, leading to customer dissatisfaction and lost opportunities.


Lean Implementation:
Applying Lean principles, the organization reviewed its loan approval process comprehensively. Through Kaizen events and value stream mapping, they identified and eliminated redundant steps, implemented standardized procedures, and introduced cross-functional teams to expedite decision-making.


The financial institution experienced a 30% reduction in the time taken for loan approvals. This enhanced customer satisfaction and allowed the organization to capitalize on market opportunities more swiftly. The implementation of Lean principles contributed to a more agile and responsive financial service operation.


Case Study 3: Lean in Hospitality: Optimizing Guest Experiences


A luxury hotel chain aimed to enhance guest experiences by reducing check-in times, improving room turnover, and personalizing customer interactions.


Lean Implementation:
The hotel chain embraced Lean principles by applying value stream mapping to the guest journey. They streamlined check-in processes, reduced housekeeping turnaround times, and implemented a customer relationship management system for personalized service.


The Lean initiatives led to a 25% reduction in check-in times, a 15% increase in room occupancy rates, and overwhelmingly positive guest feedback. By incorporating Lean thinking, the hotel not only elevated customer satisfaction but also achieved operational excellence in a highly competitive industry.


Quick Read

Initially devised for manufacturing, lean thinking has shown remarkable versatility across various sectors. Lean principles are tailored to enhance efficiency and customer satisfaction in service industries like healthcare, finance, and hospitality. Organizations can streamline processes and drive continuous improvement by applying Lean concepts such as value stream mapping and Kaizen.


In healthcare, Lean methodologies have led to a 20% reduction in patient wait times and increased satisfaction. Financial institutions adopting Lean strategies reduced loan approval times by 30%, while a luxury hotel chain saw a 25% decrease in check-in times and a 15% rise in room occupancy rates.


These case studies illustrate how Lean principles can transform service delivery, improving operational efficiency and customer experiences. Regardless of the industry, Lean thinking fosters a culture of innovation and waste reduction, enabling organizations to thrive in today's competitive landscape.


The application of Lean thinking in service industries is possible and has proven to be a catalyst for transformative change. As illustrated by the case studies, organizations that embrace Lean principles in service delivery can achieve operational excellence, enhance customer satisfaction, and gain a competitive edge. Whether in healthcare, finance, or hospitality, Lean thinking offers a systematic and adaptable approach to continuous improvement. By fostering a culture of efficiency, waste reduction, and innovation, service-oriented sectors can navigate the complexities of the modern business landscape with confidence and success.


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Writers Note:

Please note that these case studies are not based on any clients of HPL. These case studies and statistics are based on the average of multiple studies done on lean within each of these industries. 

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Continuous Improvement lies at the core of LEAN philosophy, serving as the driving force behind its principles and practices. I worked at TMMC (Toyota Motor Manufacturing Canada) for 10 years, and no one takes Lean as seriously as they do at Toyota! Although we never referred to or called it lean. It was TPS or Toyota Production System. While there, I had the unbelievable privilege of attending Lean (TPS) management training in Japan to prepare to open the first Lexus manufacturing facility outside of Japan.


This experience was unlike anything else I have ever had. I was taught by Lean Sensis, with a specific focus on 1/10th of a second kaizens. Yes, you read that correctly: 1/10th of a second improvements and kaizens to production lines!

All of us in the program would spend all day looking for ways to improve specific parts of the process only to have these Sensis' tare up everything we proposed over and over again until we finally got it just right. While this may not be the most encouraging form of teaching, we did learn a lot!

Today, Lean is so much a part of my leadership toolbox that I often find it disconcerting to see other leaders not taking advantage of these practices. While Lean may have originated as a manufacturing concept, it can be applied in any function or industry.


Understanding Continuous Improvement in LEAN

Continuous Improvement, often referred to as Kaizen in the context of LEAN, is a concept rooted in the idea that small, incremental changes can lead to significant enhancements over time. It's not just a methodology; it's a mindset that permeates every aspect of an organization. At its essence, continuous improvement involves:


1) Incremental Progress:

One key tenet of continuous improvement is the emphasis on incremental progress. Instead of waiting for major overhauls, LEAN encourages organizations to focus on making small, consistent improvements in processes, systems, and workflows. This approach minimizes the disruption that can come with large-scale changes and allows for a more agile and adaptive organization.

Incremental progress is akin to the proverb, "A journey of a thousand miles begins with a single step." Small changes are more manageable, less risky, and easier to implement, fostering a sense of achievement and momentum within the organization. It's about cultivating a mindset where everyone is encouraged to identify areas for improvement and take actionable steps toward positive change.


2) Employee Involvement:

At the heart of continuous improvement is the active involvement of every team member, regardless of their role within the organization. LEAN philosophy recognizes that those closest to the work often have the most valuable insights into its improvement. Therefore, it is crucial to foster a culture where employees feel empowered to contribute their ideas and perspectives.


Organizations need to create an environment that encourages open communication and collaboration to achieve this. This involves recognizing and rewarding employees for their contributions to continuous improvement through formal initiatives, team huddles, or regular team meetings dedicated to discussing improvement opportunities. When employees are engaged in the improvement process, it leads to better solutions and cultivates a sense of ownership and commitment to the organization's success.


3) Data-Driven Decision Making:

Another cornerstone of continuous improvement in LEAN is using data and feedback to inform improvement initiatives. This ensures that changes are based on evidence rather than assumptions. Data-driven decision-making involves collecting and analyzing relevant data to identify trends, problems, inefficiencies, and areas for enhancement.


Implementing key performance indicators (KPIs) and other metrics allows organizations to objectively measure the impact of changes objectively. This data-centric approach enables teams to identify what works well and what needs improvement, leading to more informed and effective decision-making. It also provides a basis for setting realistic goals and measuring progress over time, contributing to the sustainability of continuous improvement efforts.

Ways To Implement LEAN

1) Waste Reduction:

In the LEAN philosophy, waste reduction is a cornerstone, targeting the elimination of waste in all its forms – be it time, resources, or effort. Continuous improvement plays a pivotal role in achieving this objective by systematically identifying and eliminating non-value-added activities. The process involves a meticulous analysis of workflows to identify activities that do not contribute to the end product or customer satisfaction. TIM WOODS is a great way to eliminate the seven areas of waste. For more info on how this works, please visit our TIM WOODS article.


Continuous improvement encourages teams to question the status quo, seeking ways to optimize processes and minimize unnecessary steps. This not only leads to more efficient resource utilization but also contributes to operational efficiency. Identifying and eliminating waste can take various forms, such as reducing excess inventory, minimizing waiting time, or optimizing transportation routes.


A key aspect of waste reduction through continuous improvement is the engagement of all team members. Employees are encouraged to be vigilant observers of their workflows, actively participating in identifying and eliminating waste. This collaborative approach fosters a sense of ownership and responsibility, creating a culture where continuous improvement becomes ingrained in the organizational DNA.


By systematically addressing waste, organizations enhance their operational efficiency and create a leaner, more agile structure that is better positioned to respond to changing market conditions.


2) Enhanced Productivity:

Continuous improvement, as facilitated by the LEAN philosophy, is a catalyst for enhanced productivity within organizations. This is achieved by consistently refining processes, streamlining workflows, and identifying and mitigating bottlenecks that impede efficient operations.


As teams embrace the mindset of continuous improvement, they engage in a perpetual cycle of evaluation and enhancement. The best practice to adopt is PDCA, Plan, Do, Check, Adjust. This ongoing process allows for the identification of inefficiencies and the implementation of changes to improve productivity. It's about not settling for the status quo but seeking opportunities to optimize resources and time.


Refining processes through continuous improvement eliminates redundant steps, adopts more efficient tools and technologies, and establishes standardized procedures. Collectively, these improvements contribute to a more streamlined workflow, reducing the time and effort required to complete tasks.


Quicker delivery of products or services to customers is a direct outcome of enhanced productivity. The overall production cycle shortens as teams become more adept at their tasks and processes become more efficient. This meets customer expectations and positions the organization as more competitive in the market.


Moreover, enhanced productivity has cascading effects on employee morale. When teams witness the positive impact of their continuous improvement efforts on overall efficiency, it fosters a sense of accomplishment and pride. This positive feedback loop further motivates teams to actively pursue continuous improvement, creating a culture that values and prioritizes productivity.


3) Customer Satisfaction:

Customer expectations are dynamic and influenced by factors such as market trends, technological advancements, and competitors' offerings. A commitment to continuous improvement requires organizations to stay attuned to these shifts, continually reassessing and recalibrating their processes to align with evolving customer expectations.


By actively seeking and incorporating customer feedback, organizations can gain valuable insights into areas that require enhancement. Continuous improvement methodologies, such as Kaizen in LEAN, emphasize the importance of involving customers in the improvement process. This engagement helps identify pain points and allows organizations to tailor their offerings to meet customer needs better.


Proactive Problem Solving:

Continuous improvement encourages a proactive approach to problem-solving. Rather than reacting to customer complaints or issues after they arise, organizations adopting LEAN principles focus on anticipating potential problems and addressing them pre-emptively. This proactive stance mitigates negative experiences and demonstrates a commitment to delivering consistent quality.


Teams engaged in continuous improvement regularly analyze customer feedback, identify recurring issues, and implement corrective actions. This proactive problem-solving approach contributes to a smoother customer experience, reducing the likelihood of disruptions or dissatisfaction.


Building Customer Loyalty:

Satisfied customers are more likely to become loyal brand advocates. Continuous improvement contributes significantly to building customer loyalty by consistently delivering enhanced value. When customers perceive that an organization is actively working to improve its offerings based on their feedback, it fosters a sense of partnership and mutual growth.


Practical Tips for Fostering a Culture of Continuous Improvement


Leadership Support and Commitment:

  • Begin with strong leadership support, emphasizing the importance of continuous improvement.
  • Leaders should actively participate in improvement initiatives and communicate their value throughout the organization.
  • Organize kaizen events and attend kick-offs, daily updates, and final-day report-outs to encourage, remove barriers, provide resources, and celebrate success

​1. Establish Clear Goals:

  • Define clear and achievable improvement goals aligned with organizational objectives.
  • Break down larger goals into smaller, manageable tasks to facilitate incremental progress.

2. Encourage Open Communication:

  • Create a culture where employees feel psychologically safe and comfortable sharing their ideas and concerns and learning from mistakes.
  • Implement regular feedback mechanisms and channels for obtaining employee suggestions and improvement ideas, ensuring everyone's voice is heard.

3. Provide Training and Resources:

  • Equip employees with the necessary skills and knowledge to identify improvement opportunities.
  • Invest in training programs that foster a mindset of continuous learning and development.

4. Celebrate Successes:

  • Recognize and celebrate both small and large successes resulting from continuous improvement efforts.
  • This not only boosts morale but also reinforces the importance of the ongoing continuous improvement process.

5. Utilize Lean Tools and Techniques:

  • Implement LEAN tools such as Value Stream Mapping, 5 Whys, and Gemba Walks to identify areas for improvement.
  • Regularly assess processes using these tools to pinpoint inefficiencies and opportunities for enhancement.

6. Foster a Learning Environment:

  • Encourage a learning culture where mistakes are viewed as opportunities to learn and improve.
  • Share stories of successful improvements to inspire others and reinforce the positive impact of continuous improvement.

Continuous Improvement is not just a buzzword in LEAN philosophy; it is the heartbeat that keeps organizations alive and thriving. By embracing the concept of ongoing refinement, businesses can stay agile, reduce waste, and ultimately deliver greater value to their employees and customers. Cultivating a culture of continuous improvement requires commitment, leadership, and a genuine belief in the transformative power of small, incremental changes. As organizations navigate the complexities of the modern business landscape, they must recognize that the path to excellence is a journey marked by continuous improvement.


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Understanding Emotional Intelligence for Leadership:

Emotional Intelligence (EQ) refers to the ability to recognize, understand, and manage one's own emotions and those of others. It encompasses a range of skills, including self-awareness, self-regulation, empathy, and social kills. In the context of leadership, EQ plays a pivotal role in shaping effective communication, decision-making, and overall team dynamics. For leaders, this skill set is invaluable, as it directly influences work environments, approaches to projects and how the workplace culture is either encouraged or discouraged. Leaders with a high level of emotional intelligence can accurately perceive emotions, regulate their responses, and empathize with others, fostering a positive and productive work environment.


Growing Importance in the Business World:

In recent years, there has been a growing recognition of the significance of emotional intelligence in the business world. As organizations strive to foster collaborative and inclusive workplaces, leaders with high emotional intelligence are increasingly valued. Beyond technical expertise, employers seek leaders who can navigate complex interpersonal relationships, inspire teams, and adapt to changing environments.


Therefore it should be unsurprising that emotional intelligence is closely tied to the success of high performance leaders. Leaders with a high level of EQ demonstrate resilience in the face of challenges, excel in communication, and cultivate positive relationships within their teams. These leaders are adept at managing their emotions, making informed decisions, and understanding the needs and motivations of those they lead.



Okay, So What?

This is all the soft stuff. Why should leaders care about having emotional intelligence? Maybe it's difficult to spot when emotional intelligence is both present and working happily in the background because as a soft skill, it's easy to ignore when everything is going right. However, when there is a lack of emotional intelligence within organizations and leaders it becomes very pronounced. Poor emotional intelligence can have detrimental effects on both individuals and organizations. Here are several reasons why inadequate emotional intelligence can be harmful:


Ineffective Communication:
Leaders with poor emotional intelligence may struggle to express themselves clearly and empathetically. Communication breakdowns can lead to misunderstandings, conflicts, and a lack of alignment within the organization. Clear and emotionally intelligent communication is essential for conveying expectations, goals, and fostering a positive work environment.

Poor Decision-Making:
Leaders with low emotional intelligence may make impulsive, irrational, or overly reactive decisions, which can have negative consequences for the organization. The ability to consider and manage one's emotions is vital for making well-informed and strategic choices that align with organizational goals.

Lack of Employee Engagement and Morale:
Leaders who lack emotional intelligence may struggle to connect with their team members on a personal level. This can result in low employee morale and engagement. When employees feel undervalued or misunderstood, they are less likely to be motivated, committed, or contribute positively to the organization.

Difficulty in Building and Maintaining Relationships:
Emotional intelligence is foundational for building strong interpersonal relationships. Leaders who struggle in this area may find it challenging to connect with colleagues, superiors, or subordinates. This can hinder collaboration, teamwork, and the overall sense of cohesion within the organization.

Increased Workplace Conflicts:
Poor emotional intelligence often leads to a lack of awareness about others' perspectives and feelings. This can contribute to misunderstandings and conflicts within the workplace. Leaders who are unable to navigate and constructively resolve conflicts may create a tense and unproductive work environment.

Higher Turnover Rates:
Employees are more likely to leave an organization with leaders who exhibit poor emotional intelligence. A lack of empathy, understanding, and support from leadership can result in dissatisfaction among team members, leading to increased turnover rates. High turnover not only disrupts continuity but also incurs costs associated with recruitment and training.

Resistance to Change:
Leaders need to guide their teams through periods of change and uncertainty. Poor emotional intelligence can make it difficult for leaders to manage and alleviate concerns, leading to increased resistance to change. Successful organizational change requires leaders who can empathize with their teams and lead (guide) them through transitions effectively.

Negative Organizational Culture:
Emotional intelligence significantly influences organizational culture. Leaders who lack emotional intelligence may inadvertently contribute to a toxic or unhealthy work culture. This can hinder collaboration, innovation, and overall employee well-being, creating an environment that is not conducive to long-term success.



Elon Musk, the visionary CEO of Tesla and SpaceX, has been criticized for exhibiting poor emotional intelligence. Musk's impulsive and unfiltered communication style on social media has led to controversies and, at times, negatively impacted the perception of his companies. His public disputes with regulators and dismissive remarks have highlighted a lack of empathy and self-regulation, which can create a challenging work environment.


On the other hand, Disney stands out as an example of a company that incorporates emotional intelligence into its leadership approach. Disney's commitment to diversity and inclusion, particularly in its support of the LGBTQ community, demonstrates a high level of empathy and social awareness. The company actively promotes a culture of acceptance and belonging, recognizing the importance of emotional intelligence in fostering a positive and inclusive workplace, even at the cost of political and potential economic pushback.


Leaders who prioritize emotional intelligence are more likely to inspire trust and loyalty among their teams. They can navigate conflicts with empathy, address challenges with a collaborative mindset, and create a culture that encourages innovation and resilience. In the dynamic and interconnected business world, leaders with high emotional intelligence are better equipped to adapt to change, build strong relationships, and ultimately drive success.


You Never Know What Others Are Going Through: Case Study

Empathy, a core component of emotional intelligence, is particularly crucial in leadership roles. Leaders who can put themselves in the shoes of their team members can better understand their perspectives, concerns, and motivations. This empathetic approach builds trust and strengthens interpersonal connections, laying the foundation for effective communication and collaboration.


One compelling example of the importance of empathy unfolds in the context of a leader encountering an employee who seems consistently upset, snappy, and difficult to work with.


Imagine a scenario where an employee, typically known for their initiative and dedication, displays sudden changes in behaviour – constantly on their phone, irritable, and distant. Instead of jumping to conclusions or taking disciplinary action, a compassionate leader with emotional intelligence decides to confront the issue with empathy. Approaching the employee with genuine concern, the leader inquires about their well-being, acknowledging that these traits seem out of character.


The revelation is striking: the employee is the sole caregiver for an elderly parent currently hospitalized. Overwhelmed by grief and responsibility, the employee is grappling with the emotional toll of their situation. To compound matters, they have exhausted their company-provided personal days off from caring for this parent and are uncertain about how to cope with the ongoing challenges.


Herein lies the true test of leadership. Instead of reprimanding the employee for their recent performance or adding to their stress, the leader chooses a different path. They listen attentively, offering a compassionate ear for the employee to share their struggles. The leader recognizes the significance of the employee's role as a caregiver and understands the toll it has taken on their well-being.


Empathy transforms the situation. The leader, rather than imposing further stress, collaborates with the employee to explore solutions. Together, they identify ways to temporarily alleviate the workload, allowing the employee the space they need to cope with their grief. The leader goes a step further, helping the employee navigate options for extended time off or additional personal days, ensuring they can balance their professional commitments with the pressing demands of their personal life.


This story underscores the profound

 impact that empathy can have on leadership. By taking the time to understand the underlying issues affecting team members, leaders can foster a workplace culture that prioritizes well-being and supports individuals facing challenges. In this instance, empathy not only strengthened the leader-employee relationship but also contributed to the employee's ability to navigate a difficult personal situation, ultimately fostering a more compassionate and resilient workplace.


Importance of Emotional Intelligence in Conflict Resolution:

Emotional intelligence (EQ) serves as a linchpin in the intricate process of conflict resolution. This set of skills, encompassing self-awareness, self-regulation, empathy, and interpersonal skills, is instrumental in navigating the complexities of human emotions and dynamics. Let's delve into why emotional intelligence is essential for effective conflict resolution and explore another case study.


Consider a workplace scenario where two team members, Adam and Jordan, conflict with differing approaches to a project. Adam, with high emotional intelligence, recognizes the signs of tension and decides to address the issue proactively.


1. Self-Awareness:
Adam reflects on personal biases and realizes that frustration with the project's direction may be clouding their judgment. This self-awareness prompts Adam to approach the conflict with an open mind.

2. Self-Regulation:
Instead of reacting impulsively to Jordan's critique during a team meeting, Adam takes a moment to breathe and compose themselves. This self-regulation prevents an immediate escalation of the conflict.

3. Empathy:
Adam understands that Jordan's concerns may stem from a desire for project success rather than personal animosity. In a private conversation, Adam expresses empathy, acknowledging Jordan's perspective and validating their feelings.

4. Interpersonal Skills:
Adam employs strong interpersonal skills during the conversation, actively listening to Jordan's concerns and expressing their thoughts without aggression. This fosters a constructive dialogue that leads to a compromise, integrating both perspectives for a more well-rounded project approach.


In this example, Adam's emotional intelligence plays a pivotal role in resolving the conflict. By leveraging self-awareness, self-regulation, empathy, and interpersonal skills, Adam transforms a potential source of tension into an opportunity for collaboration, illustrating how emotional intelligence is indispensable in navigating and resolving conflicts effectively.


In the ever-evolving landscape of leadership, emotional intelligence stands out as a critical factor for success. Leaders who prioritize emotional intelligence in their approach to conflict resolution can create a more harmonious and productive work environment. By embracing empathy, refining interpersonal skills, and aligning leadership styles with emotional intelligence, leaders can navigate conflicts with finesse, fostering a culture of collaboration, understanding, and ultimately, success.

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The holiday season is a time of joy, celebration, and family gatherings. However, for leaders in leadership roles at Amazon, the busiest time of the work year can make balancing professional responsibilities with personal commitments a daunting task. I was the director of Amazon Canada operations for six years, meaning the holidays brought many complications.


While Santa works steadily to meet his commitments all year round, at Amazon, we experienced a massive influx in orders between Black Friday and Christmas Eve. All of these gifts had to get to their homes before the big day! Who would get them there? I can tell you it was through blood, sweat and tears that the entire Amazon team did! There are many incredible stories of the dedication and length to which Amazon associates would go to deliver packages on time. Stories like these highlight the amount of dedication and team mindset that was encouraged by Amazon associates. It’s a fantastic example of a company's mission being fully understood and carried out by its employees.  


While these stories are inspirational, they are by no means the norm. Something very important in the Amazon culture is that you must meet your delivery commitments at all costs. At the end of the day, the customer must always come first (second only to associate safety!). In my leadership position, It was my job to be as proactive as possible to get through Peak as smoothly as possible. This was a huge feat, but there were many other obligations and commitments to be met! You name it: Christmas parties, family gatherings, dance recitals, choir concerts, hockey games! It seems someone looked at December and tried to fill every single second full of holiday commitments that, if missed, make you look like a bad parent/spouse and a Scrooge!  


All this being said, I am still in my holiday recovery period, even though I have been away from Amazon for 4 holiday seasons. While this time was unbelievably stressful, it taught me many valuable lessons in leadership and balancing work and personal life. Today, I hear many people complaining about the season and how stressed out, burnt out, and overworked they are. I hope to pass on some of my learning to you, and these tips will help make your holiday season easier and brighter! 


Plan and Prioritize:

Effective planning and prioritization serve as the cornerstone for navigating the chaos of the holiday season. Beyond merely acknowledging the busyness of the period, it involves creating a meticulously detailed schedule that encompasses work commitments and personal events. This proactive approach allows leaders to gain a comprehensive overview of their responsibilities, making allocating time and resources more easily.


In the realm of prioritization, leaders must discern between tasks based on urgency and importance. Critical work responsibilities should take precedence, ensuring that essential obligations are met without compromising quality. Simultaneously, recognizing the significance of personal engagements, leaders can strike a balance that accommodates both professional and personal spheres. This delicate equilibrium requires a keen understanding of the broader context, allowing for a nuanced approach to task management.


By adopting a strategic mindset in planning and prioritization, leaders set the stage for a more organized and efficient holiday season, minimizing stress and maximizing productivity.


Delegate Effectively:

Leadership during the holiday rush entails recognizing the power of effective delegation. It goes beyond distributing tasks to alleviate personal burdens; it involves entrusting team members with specific responsibilities that contribute to their professional growth. Delegation becomes an opportunity for team members to take ownership and make decisions, fostering a sense of empowerment and accountability.


Leaders must have confidence in their team's capabilities to delegate effectively and provide clear guidelines. Doing so creates an environment where individuals feel valued and trusted, motivating them to perform at their best. Delegation, when approached as a developmental tool, not only lightens the leader's load but also cultivates a team adept at handling challenges collaboratively.


In essence, effective delegation elevates the entire team, transforming tasks into opportunities for skill development and collective success.


Communicate Clearly:

Clear and transparent communication forms the bedrock of successful leadership, especially amid the hectic holiday season. Leaders must articulate their team's expectations, deadlines, and priorities, ensuring a shared understanding of collective goals. This open communication fosters a sense of unity and clarity, preventing misunderstandings that can arise during busy times.  Moreover, proactive communication extends beyond the professional realm. Leaders should transparently inform their partners and families about work commitments and manage expectations to avoid disappointments and surprises. This approach allows leaders to balance professional responsibilities and personal relationships, fostering understanding and support from those closest to them.


By prioritizing clear communication, leaders create a cohesive and informed team, enhancing efficiency and reducing unnecessary stress.


Embrace Flexibility:

The holiday season, notorious for its unpredictability, demands leaders to embrace flexibility and adaptability. Unforeseen challenges may arise, requiring leaders to adjust schedules, reassign tasks, and accommodate unexpected circumstances. A flexible approach demonstrates resilience, showcasing a leader's ability to navigate turbulent times while maintaining a positive work culture.

Flexibility doesn't imply a lack of structure but rather an openness to reassess and recalibrate plans. Leaders who can pivot gracefully in response to challenges inspire confidence and foster a culture of adaptability within their teams. This approach ensures that, despite the uncertainties of the season, the team remains agile and responsive to evolving demands.


Encourage Well-being:

A healthy and motivated team is a linchpin for success during the holiday season. Leaders play a pivotal role in encouraging their teams to prioritize well-being. This involves promoting breaks, sufficient rest, and self-care practices contribute to overall mental and physical health.


Leading by example, leaders showcase the importance of maintaining a healthy work-life balance. By fostering an environment that values well-being, leaders contribute to a positive workplace culture where team members feel supported and appreciated. A team that prioritizes well-being is more resilient in the face of challenges and is likely to perform at its best, even under high-pressure situations.


Foster a Positive Work Environment:

Despite the stress of the holiday season, fostering a positive work environment becomes a strategic imperative for leaders. Acknowledging hard work, expressing gratitude, and celebrating big and small achievements contribute to a positive workplace culture. Initiatives like the "Associate Shout-out" at Amazon create a platform for team members to recognize and appreciate each other, fostering a sense of camaraderie and mutual respect.


In addition to recognition, organizing team-building activities or small festive events can significantly boost morale. These initiatives provide moments of respite and contribute to a sense of shared purpose and enjoyment during a demanding season.


By actively fostering positivity, leaders contribute to a workplace where team members feel valued and motivated, enhancing overall team performance.


Set Realistic Expectations:

Setting realistic expectations is an essential leadership skill, particularly during the holiday season. Leaders must understand the limitations of time and resources and communicate what can be realistically achieved. Managing expectations within the team and with external stakeholders helps alleviate unnecessary stress and creates a more focused and productive work environment.


Realistic expectations also involve acknowledging the potential challenges and limitations of the season. By doing so, leaders can strategize effectively, making informed decisions about task prioritization and resource allocation. Transparent communication about these expectations ensures that everyone is on the same page, reducing the likelihood of misunderstandings and fostering a culture of accountability.


Utilize Technology Wisely:

In the fast-paced world of e-commerce, leveraging technology is not just advantageous; it's imperative. Leaders should utilize technology to streamline processes, improve efficiency, and facilitate communication. Embracing innovative solutions that automate repetitive tasks frees up time for leaders and their teams to focus on strategic priorities and enjoy the holiday season.


Technological tools can range from project management software that enhances collaboration to automation tools that streamline routine tasks. By staying abreast of technological advancements, leaders ensure that their teams are equipped with the tools necessary to navigate the complexities of the holiday season effectively.


Establish Boundaries:

As leaders navigate the demands of the holiday season, it's crucial to establish clear boundaries between work and personal life. Setting specific times for work-related tasks and consciously disconnecting during personal moments contribute to a healthier work-life balance.


Establishing boundaries is beneficial for personal well-being and essential for sustained leadership success. It prevents burnout, maintains a leader's focus, and allows for dedicated time with family and friends. Leaders who can delineate between work and personal life effectively set an example for their teams, fostering a culture that values professional excellence and personal fulfillment.


Reflect and Learn:

Post-holiday season, leaders should take the opportunity to reflect on the experience. Evaluating what worked well and identifying areas for improvement contribute to continuous growth and refinement in leadership approaches. Gathering feedback from the team provides valuable insights into their experiences and perceptions, enabling leaders to make informed adjustments for future busy periods.


Reflection involves a thoughtful analysis of challenges faced, successes achieved, and lessons learned. This process of introspection contributes to a leader's ongoing development, enhancing their ability to navigate complexities and lead their teams effectively. Learning from both positive and challenging experiences ensures that leaders are better equipped to face similar situations in the future.


Leading a team during the holiday season presents unique challenges, but with effective planning, clear communication, and a focus on well-being, it is possible to navigate this busy time successfully. By embracing a leadership style that combines strategic thinking with empathy, leaders can create a positive work environment that fosters professional success and personal fulfillment during the festive season. As we move forward, let these leadership tips guide you in ensuring a harmonious and joyful holiday season for yourself and your team. 


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Leaders and their teams face a multifaceted crisis in the ever-evolving landscape of business and organizational dynamics. This leadership crisis comprises various components that together contribute to an environment fraught with uncertainty, stress, and inefficiency. Among these, a conspicuous issue is the alarming lack of accountability. This problem has far-reaching consequences that hinder growth, create burnout, and ultimately undermine the potential of leaders and organizations. 


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The Leadership Crisis Unveiled 


The contemporary leadership landscape is a dynamic and multifaceted arena characterized by a series of complex challenges 

that leaders and

organizations must navigate. In recent years, these challenges have converged into what can aptly be described as a leadership crisis. This crisis comprises several interrelated components that, when combined, create an environment fraught with uncertainty, stress, and inefficiency. Among these components, the distinct lack of accountability stands out as particularly alarming. 


Promotion and Retirement: 


Leadership in the 21st century faces numerous hurdles. Leaders today are often propelled into their roles at a pace never before witnessed. With the rapidly changing business landscape and the incessant demand for innovation, leaders find themselves ascending the ranks at astonishing speeds. This acceleration often comes at the expense of comprehensive training and mentorship. Leaders, especially those rising through the ranks, have less time to acquire the skills and knowledge required to navigate the intricate world of modern leadership. Consequently, they are left to grapple with their responsibilities without a solid foundation. 


Adding to this challenge is the Baby Boomer generation's retirement, a significant demographic shift that has left a leadership void within organizations. The accumulated wisdom and experience of these seasoned leaders, acquired over decades of dedicated service, are being lost. This exodus creates a knowledge gap that often proves challenging to fill, further compounding the leadership crisis. As the newer generation takes the reins, they bring different work philosophies and expectations regarding work-life balance. While these new expectations are not misplaced or unreasonable, they require a drastic shift in the current North American work culture, which is not taking place fast enough to keep these new recruits happy and fulfilled in their positions.  


This mass movement of Boomer retirement, which leads to accelerated promotion of young leaders, is a double-edged sword. The boomer population is a large mass of the current population, meaning there are not enough young leaders to take their place. While AI and automation help bridge these gaps, organizations must start looking ahead to restructure to use their talent better while not causing burnout to these young leaders, which we are unfortunately witnessing today. Rather than relocating resources and talent and investing in development and mentorship, many organizations are choosing to stack additional responsibilities onto their already overwhelmed leaders, creating mountains of additional work, much of which is unnecessary to the organization. 


Leadership Generational Differences:  

The generational differences in work philosophies have become increasingly apparent in today's diverse workforce. New leaders, often representing the millennial and Generation Z demographics, have introduced a notable shift in how they approach work. Many of them embrace a strict 9-5 mentality, which delineates work hours from personal time, and they are often more hesitant to engage in tasks beyond their regular work hours. This approach is rooted in a belief that personal life and work should remain separate, and their work should be confined within the boundaries of the traditional workday. Unlike previous generations, these leaders may not prioritize organizational loyalty as much and may not consider themselves "team players" in the traditional sense, as they often find it challenging to see direct personal impact from company wins and losses. 


While these new leadership styles are not inherently detrimental, they starkly contrast past generations' expectations and practices. These differences necessitate a significant reevaluation of work environments and company cultures.


Organizations must reconsider their company goals and the pathways to achieving these goals if they wish to achieve them, as older methods will not be as successful.  

To bridge this generational gap and adapt to the evolving leadership landscape, companies should focus on flexible work arrangements that accommodate different work philosophies, where it makes sense and doesn't negatively impact organizational culture and customer values.  Embracing technology to facilitate remote work and flexible hours can help accommodate leaders who prefer a more balanced approach to work-life integration. At the same time, organizations must find new ways to instill a sense of purpose and personal impact within young leaders, aligning their contributions with broader company objectives. Often, this team mentality comes from working together in the office. When working from home constantly, it can be easy to become disengaged and disconnected from the company and team goals. In both office and online environments, encouraging open dialogue and collaboration can help create a sense of teamwork, even in a diverse generational workforce, fostering a space where accountability remains a core value. This shift towards adaptability and a more inclusive approach to leadership can lead to a harmonious coexistence of various leadership styles and ultimately contribute to organizational success. 


The Accountability Abyss:  

This is just the tip of the iceberg that could potentially sink our leadership if the course is not changed. The leadership crisis is an intricate and interwoven tangle of related issues. One thread that has recently been brought to our attention is the struggle with accountability from both leaders and teams. This issue manifests itself in multiple ways, contributing to an environment where trust is eroded, motivation wanes, and progress stagnates. 


Leaders, for their part, often find it challenging to rely on their teams to meet their commitments. When team members fail to deliver as promised, it leads to incomplete projects and undermines the confidence leaders have in their teams. This lack of trust can lead to micromanagement, which, in turn, further hampers team performance and exacerbates the crisis. 


On the flip side, teams often grapple with a sense of uncertainty regarding the promises made by their leaders. When leaders fail to follow through on their commitments or provide vague directives, team members are left confused and frustrated. This breakdown in communication and accountability creates a culture of uncertainty that impacts morale and productivity. The result is a vicious cycle of mistrust, frustration, and inefficiency that permeates the entire organization. 

The absence of accountability has profound and far-reaching consequences. One of the most pronounced is the prevalence of overwork and burnout. When commitments are not met, and expectations are unclear, leaders and their teams often stretch themselves thin. The absence of clear priorities compounds this issue. In such an environment, everyone is left firefighting, dealing with immediate issues, and managing crises that seem to materialize out of thin air. Long-term goals and strategies become elusive as leaders and teams struggle to find the time and resources to address them. 


Additionally, a lack of accountability leads to inefficient resource allocation. When commitments are not met, human and financial resources are often allocated haphazardly. Projects that were promised but remain incomplete tie up valuable resources which could have been better invested elsewhere. The result is a waste of time, money, and energy on initiatives that again feed back into the loop of frustration and further demotivation. 


In essence, a lack of accountability pushes organizations into a perpetual state of crisis management rather than strategy development and execution. Without clear priorities and a commitment to forward planning, leaders and their teams continually react to crises rather than proactively addressing challenges and opportunities. This reactive stance impedes innovation, stunts growth, and leaves organizations vulnerable to unexpected disruptions. 


Accountability is the cornerstone of effective leadership and teamwork. Without it, leaders cannot confidently delegate responsibilities, and teams cannot trust their contributions will lead to success. The consequences of a lack of accountability are far-reaching, as we have already seen manifesting in: 


Overwork and Burnout: Without clear accountability, leaders and their teams are stretched thin, leading to overwork and burnout. The absence of clear priorities compounds this issue, as everyone ends up firefighting, making it challenging to address long-term goals and strategy. 


Inefficient Resource Allocation: When commitments are not met, resources are often allocated haphazardly. This results in wasted time, money, and energy on initiatives that may not contribute to the organization's success. 


Chronic Fire Fighting: A lack of forward planning and prioritization keeps leaders and teams constantly reacting to crises rather than proactively addressing issues. This reactive stance impedes innovation and growth. 

Fostering a Culture of Accountability: While the leadership crisis may appear daunting, there are ways to mitigate the problem and restore a culture of accountability and efficiency within organizations. Here are some essential steps: 



Holding Yourself to the Same Standards 


Leaders must set an example by demonstrating their commitment to accountability. When they hold themselves to high standards, it encourages their teams to do the same. 


In any organization, leadership accountability isn't just a desirable trait; it's the cornerstone upon which a productive, efficient, and cohesive team stands. Leaders' actions and behaviour, especially in positions of authority and influence, set the precedence for the entire team. When leaders lack accountability, it sends ripples throughout the organization, affecting their own performance and having significant consequences for the entire team. 


Leaders who lack personal accountability often fail to meet their commitments, make excuses for their actions or inactions and are quick to deflect blame onto others. This behaviour undermines trust, creates a culture of finger-pointing, and fosters a sense of unfairness among team members. These negative consequences ripple through the organization, creating an atmosphere of chaos and mistrust. 

As a leader, the implications can be profound when you're confronted with team members who lack personal accountability. Firstly, it places additional pressure and expectations on you to pick up the slack. You may find yourself constantly monitoring their work, following up on unmet commitments, and expending extra effort to ensure that projects are completed on time. This extra workload not only increases your stress and workload but also diverts your focus from strategic leadership tasks and long-term planning. 


Furthermore, your team members' lack of personal accountability erodes your ability to delegate effectively. Delegation is fundamental to leadership, allowing you to distribute responsibilities and empower your team. When accountability is absent, you may feel compelled to take on more tasks yourself, leading to burnout and a lack of balance in your work-life equation. 


The consequences of a leader's lack of accountability extend beyond the immediate impact on the individual. It influences the entire team, as team members may perceive a lack of fairness and equity. When they observe a leader avoiding responsibility or not being held accountable for their actions, it sends a disheartening message about the organization's values and commitment to fairness and integrity. 


No one likes to work with or for a hypocrite. It's important to work on your own accountability before you start working on resolving your team's lack of accountability.  



Open Communication 


One way to improve your and your team's accountability is to have open lines of communication. Leaders and teams should feel comfortable discussing challenges, setting expectations, and sharing feedback. This creates a collaborative atmosphere that promotes accountability


Demonstrate to your team when you are being held accountable and the impact that has on both you and the team. Now, this is not a finger-pointing party but rather an honest and open dialogue about sharing your successes and failures as both a leader and a team. Your team may struggle with accountability as they don't perceive any urgency in the tasks given to them. 


Open communication is not merely a valuable organizational asset but a fundamental building block for cultivating a culture of accountability. In any leadership role, fostering an environment where team members feel comfortable expressing their thoughts, concerns, and ideas is essential. When lines of communication remain clear and unobstructed, it becomes significantly easier to uphold accountability and address tasks in a timely manner. The impact of this open dialogue within an organization cannot be overstated, as it has far-reaching implications for the team's efficiency and the potential consequences of failing to meet expectations. 


Open communication is a conduit for clarifying expectations and aligning team members with their responsibilities. When leaders engage in transparent conversations with their teams, they can set clear goals, assign tasks, and provide essential context for understanding the importance of those tasks. Team members, in turn, can ask questions, seek clarification, and provide feedback on potential challenges they may face in completing their assignments. This exchange ensures that everyone is on the same page and fully comprehends the significance of their contributions. 


Certain tasks and deadlines within an organization are important not only for achieving short-term goals but also for maintaining the overall momentum of the team. Timely completion of tasks is critical for workflow continuity, project success, and client satisfaction. These tasks can have significant ramifications when they are not accomplished on schedule. 


For instance, a missed deadline for a crucial project can lead to delays in product launches, reduced revenue, and potential damage to the organization's reputation. Clients or stakeholders who were counting on timely deliverables may become dissatisfied, potentially leading to financial losses and a strained professional relationship. In essence, the repercussions of failing to meet deadlines or complete vital tasks within the specified timeframe can be detrimental to an organization's success. 


In a culture of accountability and open communication, consequences for failing to meet expectations are not just idle threats but a necessary and constructive part of the process. Leaders must hold themselves accountable to the same standards they set for their team. When they are unable to meet their commitments, it's crucial that they acknowledge their shortcomings and work to address them. 




Mastering Time Blocking: A Strategy for Effective Crisis Management 

While the above strategies for working on accountability are more immediate, this next session offers a vital proactive approach to accountability that will have a lasting impact on both leaders and teams. This tip is from our 4-Steps to TIME Shifting program, which specializes in helping leaders maximize their productivity so that they can get back to the things in their lives that really matter.

Working with various leaders and organizations, we at HPL constantly hear complaints that leaders are always firefighting to the point they can never get anything else done. One innovative approach to ensuring that you're not just reacting to crises all day is the concept of time blocking, which can be a game-changer for achieving productivity and crisis management. Let's explore how time blocking and strategic scheduling can help leaders deal with recurring issues and create pockets of productivity in their busy schedules. 

Setting the Stage with Time Blocking: 

Time blocking involves allocating specific time slots for various tasks and activities in your calendar. It's a proactive strategy that helps you prioritize essential work and prevents reactive, last-minute firefighting. By structuring your day, you can create dedicated spaces in your schedule to systematically address recurring issues and crises. 


Creating Dedicated Crisis Management Time: 

One key element of time blocking is designing specific time slots for dealing with crises. This practice acknowledges that crises can and will happen, but rather than letting them derail your entire day, you address them in a structured manner. By blocking out both morning and afternoon 20-minute meetings in your calendar labelled as "Crisis Management," you create a routine for managing unexpected challenges. At HPL, we recommend a standard 9:30am and 3:30pm Crisis Management Meeting. These meetings should include just about everyone on your team. When the crisis is identified, only meet with the team members who are directly impacted and cancel the meeting for anyone who isn't or doesn't need to be involved.


This effectively ensures a few things:  


  1. Your whole team has these meetings regularly blocked in their day, meaning it won't derail anyone's schedule.  
  2. Only directly affected/responsible parties are at the meeting to ensure the meeting is efficient. 
  3. Those not needed at the meeting just gained an extra 20 minutes to get other items done. 
  4. Your day stays on track. 
  5. The best part is, if there is no crisis, both meetings are cancelled, and now you and your team have a bonus of 40 minutes in their day to catch up on other work items. 


Morning Crisis Management Meeting: 

In the morning, schedule a crisis management meeting to take place at the same time each day, say, 9:30 AM. This meeting is critical for several reasons. First, it allows you to assess the nature and severity of the crisis, which can vary greatly. It's also an opportunity to determine if the crisis is something that needs immediate attention or if it can wait until the crisis management meeting time.  


Importantly, this meeting should involve your entire team, and it should be on their calendars as well. This approach ensures that no one is caught off guard by an urgent meeting and allows for effective team collaboration. As you gather more information about the crisis, you can choose to cancel the meeting for those team members who won't contribute meaningfully to the discussion (not within their job description or outside their scope), allowing them to focus on their own tasks. 


Keep these meetings concise, lasting no longer than 20 minutes. The purpose is to allocate tasks and responsibilities to address the crisis and ensure everyone is on the same page. 


Afternoon Crisis Management Meeting: 

The afternoon meeting, held close to the end of the day, serves as a follow-up session for the crisis management tasks assigned in the morning. This meeting provides an opportunity to review progress, determine what's left to be done to overcome the crisis and ensure that the issue is effectively resolved. 


These crises can vary in duration, spanning from a single day to several weeks, depending on their nature. The crucial aspect is that, by dedicating time to dealing with these crises, you free up your schedule to be productive in other areas rather than being consumed by firefighting all day.  In essence, time blocking for crisis management is a strategic approach that allows leaders to allocate time to deal with unexpected issues, maintain productivity in other areas, and foster efficient team collaboration. By implementing this structured system, leaders can be better prepared to tackle crises, making them a manageable aspect of their daily routines rather than a disruptive force that throws the entire day into chaos every day! Time blocking is a powerful tool for any leader looking to balance proactive leadership and effective crisis management. 




Quick Read 


In a nutshell, the article delves into the current leadership crisis, where accountability is sorely lacking. This crisis stems from factors like rapid promotions, the retirement of experienced Baby Boomers, and generational differences in work attitudes. The consequences are burnout, inefficient resource use, and a perpetual cycle of firefighting. 


To address this crisis, the article suggests several key steps: 


Leadership Accountability: Leaders should set an example by demonstrating personal accountability, as their behaviour significantly impacts the entire team and organization. When leaders lack accountability, it creates a culture of finger-pointing and mistrust. 


Open Communication: Encouraging open dialogue and transparent communication between leaders and teams can help clarify expectations and responsibilities, fostering a culture of accountability


Time Blocking for Crisis Management: Implementing time blocking by scheduling specific time slots for addressing crises allows leaders to manage unexpected challenges proactively. This structured approach helps prevent reactive firefighting and ensures productive team collaboration. 


The article emphasizes that accountability is essential for effective leadership and teamwork and should be a cornerstone of organizational culture to achieve long-term success. 

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In the fast-paced business world, leadership has transformed from mere management to visionary guidance. Effective leadership isn't just about steering the ship; it's about inspiring and leading teams towards excellence. Leadership, the timeless cornerstone of progress, has witnessed a seismic shift over the past five years. The evolving landscape of business, technology, and society has ushered in a leadership crisis that demands a radical rethink of traditional models. 


Global uncertainties, from geopolitical tensions to economic upheavals, have constantly placed leaders in flux. The COVID-19 pandemic, in particular, acted as a crucible, testing leaders' coping abilities as they navigated uncharted waters. Remote work, health concerns, and rapid market fluctuations challenged leaders to demonstrate genuine adaptability, empathy, and resilience like never before. 


Additionally, a flurry of baby boomer retirements, which will continue to increase over the next few years, presented an additional problem. 

Many organizations are reporting that they are experiencing a leadership crisis.  Younger leaders are accelerating through the levels of leadership with

less experience and less opportunity for growth or mentorship than their predecessors.  Many of these leaders find themselves in direr sink or

 swim situations, unprepared with the skills and tools they need to navigate this ever-changing business landscape.  


Personal development and leadership development have never been as important as it is today. To achieve excellence and stand out during this leadership crisis, here are a few ways to break down the essence of what it means to be a high performing leader and create a curated roadmap to leadership development. 



Understanding the Essence of High-Performance Leadership 


Leadership emerges as the driving force in the DNA of a successful organization.  Leaders are not just decision-makers but architects of the workplace culture, shaping employee morale, engagement, and productivity. Establishing a high performance workplace culture isn't a trivial task—it's a deliberate endeavour that hinges on strategic leadership development. By aligning with essential development goals, leaders can unlock their potential to create a conducive environment where teams flourish, setting the team on the path to high performance culture


Being a high performance leader involves embodying a set of qualities and behaviours that inspire exceptional results, which in turn fosters a high performance culture. Such leaders are visionaries who provide a clear direction and motivate their teams toward common goals. They possess strategic thinking abilities, making informed decisions and adapting strategies to changing circumstances. Effective communication is a cornerstone of their leadership style, fostering open dialogue and active listening. 


High performance leaders empower their teams by delegating responsibilities, fostering autonomy, and valuing diverse perspectives. They demonstrate adaptability and resilience, turning challenges into growth opportunities. Inclusivity is paramount to their approach, recognizing and appreciating each team member's contributions. Collaboration is central to how they lead; they seek input, encourage innovation, and work alongside their teams to achieve results. 


These leaders prioritize results, setting high standards while providing support and resources. Continuous learning drives their personal growth, enabling them to stay updated and integrate new knowledge. Empathy and integrity define their interactions, as they understand team members' needs and lead by example with honesty and transparency. High performance leaders create a culture of excellence, adaptability, and innovation, steering their teams and organizations toward enduring success. 



Development Goals: The Path to High-Performance Leadership 


During a leadership development journey, breaking down goals into fundamental properties is akin to constructing a strong foundation for a towering structure. This entails deliberate introspection, self-awareness, and a commitment to continuous improvement. By dissecting leadership goals into smaller, achievable components, you pave the way for focused growth and measurable progress. 


At the heart of this process lies self-reflection—a vital tool for understanding strengths, weaknesses, and aspirations. Take time to assess current leadership skills, areas for improvement, and the direction you envision for growth. This introspective practice informs your goal-setting and fosters a deeper understanding of the kind of leader you aim to become. 


Embracing mentorship opportunities is an important strategy for accelerated development. The mentor-mentee dynamic offers a wealth of insights and guidance. As a mentee, you can tap into the knowledge and experiences of seasoned leaders, gleaning wisdom that might take years to acquire independently. On the flip side, becoming a mentor reinforces your leadership insights and nurtures your ability to guide and inspire others. 


The significance of leadership development goals cannot be overstated. Just as a compass points a ship in the right direction, these goals provide a roadmap for your growth as a leader. They crystallize your ambitions, set clear benchmarks, and help track progress. You nurture holistic development by focusing on personal growth goals alongside leadership objectives. Personal growth encompasses qualities like emotional intelligence, adaptability, and resilience—traits that fortify your leadership capabilities. 


​At HPL, high performance leadership development is what we do and what we pride ourselves on. The following are 4 aspects that are vital to any leader who is ready to start their journey to becoming a high performing leader




1. Visionary Leadership: Casting the Future 

Visionary leadership transcends mere goal-setting; it's about crafting a compelling vision that harmonizes with the company's culture. A leader's ability to articulate a clear and inspiring vision offers teams a purpose beyond tasks. This vision becomes a guiding light, channeling collective efforts toward a shared aspiration. High performance leaders share this vision and ignite a sense of ownership among employees, fostering motivation and dedication. 


2. Effective Communication: The Foundation of Trust 

Effective leadership begins with open communication. Transparency in communication nurtures trust, aligns expectations, and minimizes ambiguity. When leaders actively listen to their team members and cultivate an atmosphere that values diverse viewpoints, they lay the groundwork for collaboration and innovation. Leaders who communicate with clarity and empathy build rapport and encourage teams to thrive. 


3. Building High-Performance Teams: A Collaborative Endeavor 

Behind a high-performance workplace culture stand high-performance teams. Effective leaders identify their teams' strengths and weaknesses, optimizing resource allocation. Nurturing talent involves recognizing individual potential, offering avenues for growth, and fostering collaboration where team members complement one another. Leaders who prioritize team empowerment and value their contributions cultivate an environment where excellence naturally flourishes. 


4. Adaptability and Resilience: Thriving Amidst Change 

Change is constant, and high performance leaders are prepared to embrace it. The ability to adapt in the face of change demonstrates agility and forward-thinking. Adaptable leaders view challenges as opportunities for growth rather than obstacles. Equally vital is resilience—a trait that allows leaders to rebound from failures. By demonstrating resilience, leaders set an example for their teams, motivating them to persist in the face of adversity. 



Incorporating High-Performance Leadership Development 


The journey toward high-performance leadership is perpetual, requiring commitment, introspection, and a hunger for growth. High performance leadership goes beyond daily tasks; it shapes an organization's destiny and the trajectory of its members. Leaders create a workplace culture where excellence becomes second nature by embracing visionary leadership, fostering effective communication, nurturing team development, adapting to change, and showcasing resilience. 


In an era characterized by volatility and competitiveness, high performance leadership is no longer a luxury—it's a prerequisite for success. Organizations prioritizing leadership development gain an edge, demonstrating adaptability, innovation, and an unswerving pursuit of goals. Aspiring leaders must understand that their developmental voyage catalyzes organizational triumph. By nurturing these crucial skills, they unlock their true potential, propelling their teams toward remarkable achievements. 


Likewise, individual leaders who take it upon themselves to invest in their own leadership development will see their careers take incredible leaps. In a competitive hiring market, it's important to find ways to stand out and demonstrate high performance leadership skills and attributes. By investing in leadership and personal development, leaders take the opportunity to stand out, fostering a community of high performance leadership within their team and organization. That’s part of the beauty of a high performance leader; their unique leadership style and high performance skills positively affect those around them within their team and even across their organization. One small step for a leader can have an impressive ripple effect across organizations leading to new heights of leadership excellence. 



Unlocking Potential with High Performance Leaders' (HPL) Programs 


Organizations and leaders can leverage HPLs' leadership development programs to fully realize the concepts discussed here. These comprehensive programs are meticulously designed to hone visionary leadership, effective communication, team development, adaptability, and resilience skills. With a proven track record of transforming leaders into catalysts of excellence, HPL programs offer a blend of just enough concept knowledge to understand their importance and how they work and heavy on hands-on practice and real-world application, empowering participants to effectively navigate today's leadership challenges. 


The programs are specifically designed and tailored to leaders at all levels in any organization, ensuring that there is always the right program available for every leader.  



Advanced Leadership Transformation: For High potentials, Experienced and Senior Leaders 


In our Advanced Leadership Transformation Program, we go beyond the basics, delving deep into the intricacies of leadership, honing your abilities, and empowering you to make a lasting impact. Whether you're an experienced executive aiming to enhance your leadership prowess or an aspiring manager seeking to accelerate your growth, this program is tailor-made to elevate your career trajectory and allow you to lead at scale. 


What sets our program apart is our unwavering commitment to fostering transformational leadership. Our facilitators are industry experts, leadership coaches, and accomplished mentors who will guide leaders through a comprehensive curriculum encompassing cutting-edge theories, real-world case studies, and hands-on exercises. Gain invaluable insights into effective leadership through immersive workshops, interactive discussions, and practical applications. 

Our program covers various essential leadership competencies, from organizational culture to cultivating high-performing teams and implementing organizational change. Develop a profound understanding of leadership styles, learn to adapt to diverse situations and expand emotional intelligence to inspire and motivate others.


Moreover, our program is designed to create a strong network of like-minded leaders, facilitating meaningful connections and opportunities for collaboration. Being surrounded by a diverse community of professionals from various industries and backgrounds allows for cross-pollination of ideas and a broader perspective on leadership challenges. 



Lead From the Middle: For Mid-level Managers, Project Managers,  High Potential Leaders 


Are you in a middle management role, eager to elevate your leadership skills and significantly impact your organization? Look no further than our transformative program, Lead from the Middle. Designed specifically for leaders like you, this program empowers you to unlock your full leadership potential and drive meaningful change. 


In today's dynamic business environment, leading from the middle requires unique skills and abilities. Our Lead from the Middle program equips you with the essential tools, knowledge, and strategies to navigate the complexities of your role and become a catalyst for success. 


Through immersive workshops, insightful discussions, and practical exercises, our program provides a comprehensive learning experience tailored to your challenges and opportunities as a middle manager. Led by industry experts and seasoned leadership coaches, you'll gain invaluable insights into the key principles of effective middle management. 


From mastering talent development, effective communication and building influential relationships to driving collaboration and managing change, our program covers many critical leadership competencies. You'll develop the skills to motivate and inspire your team, foster engagement, and confidently navigate cross-functionally through and around organizational complexities.   


One of the key features of our program is its emphasis on practical application. We provide you with actionable strategies and tools to implement immediately in your daily work, enabling you to drive impactful change and achieve tangible results. You'll receive personalized guidance and support, helping you overcome common challenges and seize opportunities for growth. 


Our Lead from the Middle program also fosters a vibrant community of leaders with similar experiences and aspirations. Connect with diverse peers, exchange ideas, and learn from each other's successes and challenges. Expand your professional network and gain valuable insights to enhance your leadership journey. 



Front Line Leaders: For Leaders Who Understand the Hard Work of Leading from the Front Line 


Are you a front-line leader looking to enhance your leadership skills and make a lasting impact on your team? Look no further than our transformative Front-Line Leadership Program, designed specifically for aspiring and current supervisors, team leads, and managers who drive organizational success. 


In today's rapidly evolving business landscape, front-line leaders are crucial in translating strategy into action and inspiring their teams to achieve exceptional results. Our program is carefully crafted to equip you with the essential tools, knowledge, and mindset needed to excel in this dynamic and challenging role. 


Through a blend of interactive workshops, practical exercises, and real-world case studies, our Front-Line Leadership Program provides a comprehensive and immersive learning experience. Led by industry experts and seasoned leadership coaches, you'll gain invaluable insights into the key principles of effective front-line leadership. 


Our program covers various vital leadership competencies, from mastering communication and conflict resolution to motivating and empowering your team. You'll learn proven techniques for setting clear expectations, providing constructive feedback, and fostering a positive and inclusive work environment that drives engagement and productivity. 


One of the unique aspects of our program is its emphasis on practical application. We understand that front-line leaders face unique challenges and time constraints, so we provide you with actionable strategies that can be implemented immediately in your day-to-day work. You'll receive personalized guidance and support, enabling you to confidently navigate complex situations and make informed decisions that align with your organization's goals. 


Moreover, our program creates a vibrant community of front-line leaders, offering opportunities for networking, peer learning, and collaboration. Connect with like-minded professionals from various industries, exchange best practices, and gain fresh perspectives on common leadership challenges. Expand your network and forge relationships that will continue to support your growth long after the program ends. 



4 Steps to TIME Shifting: For all Leaders   <--- Best Value 


Become the Master of Your Time with 4-steps to TIME Shifting and make time for the things that really matter! 


Are you a leader who constantly finds yourself struggling to balance work, personal life, and everything in between? Do you wish you had more control over your schedule and could find the perfect harmony between productivity and personal well-being? Look no further because (HPL proudly presents 4-Steps to TIME Shifting, the ultimate self-paced course designed exclusively for leaders like you. 


TIME Shifting is offered in two formats, virtual self-paced or virtual synchronized, allowing leaders to learn as needed and find an option that fits their schedule. This program empowers you to take charge of your life and become a true master of your time. Developed based on years of leadership experience, Glenn Sommerville provides you with invaluable scheduling tips and techniques, teaches you how to effectively block time for yourself, conquer email overload, and discover your personal and business rhythms. 


By enrolling in TIME Shifting, you begin to take back control of your life. This program equips you with the essential skills to optimize your time, boost your productivity, and confidently lead. Imagine easily managing your responsibilities, creating a healthy work-life balance, and achieving unprecedented results in all aspects of your life! 

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Leadership self-confidence is a vital attribute that empowers leaders to guide and inspire their teams effectively.  However, it's not uncommon for leaders to struggle with moments of self-doubt and insecurity.   Everyone, at some point in their leadership career, experiences some self-doubt.  If we don’t, we’re not being challenged, or our egos might be inflated!


The pressure to exude confidence can overwhelm today's fast-paced and competitive business landscape.  Building self-confidence as a leader is essential for your personal well-being and effectively leading and inspiring your team.  Team members can smell a lack of confidence a mile away!

Many want a quick fix or think there is a "silver bullet" to be self-confident suddenly. Unfortunately, leadership isn't like that!  Fortunately, there are concrete steps you can take to boost your leadership self-confidence and start building it today.  This article will explore three practical strategies to help you develop and maintain the self-assurance necessary for effective leadership.


1. Self-Awareness and Reflection


Understanding oneself is the foundation of building leadership self-confidence.  Self-awareness is the ability to recognize your strengths, weaknesses, and areas for growth.  It involves honest introspection and an acknowledgment of your accomplishments and the challenges you've overcome.  Here's how self-awareness and reflection can contribute to your confidence as a leader:


a. Acknowledging Achievements: Reflect on your past achievements, both big and small.  Often, we underestimate the significance of our accomplishments.  Think about what specific actions or attributes led to the accomplishments so that you may repeat or double down on them going forward.  Recognizing your successes can remind you of your capabilities and instill a sense of pride and self-worth.


b. Seeking Feedback:  Don't hesitate to seek feedback from peers, mentors, or team members.  Constructive feedback can provide valuable insights into how others perceive your leadership style.  This external perspective can help you identify areas for improvement and validate your strengths.   A simple but very effective way to obtain useful feedback is to ask them to answer these three questions:


  1. What should I start doing?
  2. What should I stop doing?
  3. What should I continue doing?


c. Focusing on Growth: Embrace the idea that leadership is a journey of continuous improvement.  While celebrating your accomplishments, also acknowledge that there's always room for growth.  This balanced approach to self-awareness allows you to appreciate your existing skills while remaining open to development.


Frequent reflection is the key to developing higher levels of self-awareness.  It doesn’t have to be difficult or time-consuming.  One way I reflect is each day I set an “intention.”  A few words that describe an intentional and specific learning, personal focus, or growth action I will take.  Then I “reflect” on the previous day by writing a few words to describe my most impactful reflection.  It can be something positive or constructive.  It might be based on interactions with people, things I learned, frustrations I experienced, or challenges I faced.  These help me understand what I want to do more that works for me or what I need to do differently.


2. Continuous Learning


Leadership is not static; it evolves with time and changing circumstances.  I often use the professional athlete analogy for leadership.  Becoming a professional athlete takes some basic skills and abilities that are developed and honed to high performance levels over time and with lots of early training.  Once they achieve professional levels, athletes train even harder, develop new skills, stay current, and continually improve themselves and their techniques to continue succeeding and performing at those levels.  It is the same for leadership as with professional sports!  Leaders must continue to learn and develop new skills to be prepared and capable of handling their challenges, most of which they have yet to experience.


Investing in personal and professional development is a powerful way to enhance your leadership self-confidence. Here's how continuous learning contributes to your confidence:


a. Expanding Knowledge:  Attend workshops, seminars, and training sessions that are relevant to leadership and related skills. Often in training and development sessions, there is more material than you can retain long term.  You may hear or read some concepts that you’ve heard before; however, a periodic refresher reminds us of concepts and techniques we may not have had an opportunity until now to utilize fully.  Acquiring new knowledge and expertise both motivates and equips you with the tools to confidently navigate complex challenges.  Networking opportunities at these types of sessions also can be a source of a confidence booster as you quickly learn that you are not alone with your challenges, have much to offer and coach others on, and can equally learn from others' experiences.


b. Skill Development:  Learning new skills, such as effective communication, conflict resolution, or strategic planning, can significantly boost your self-assurance.  As you apply these skills in real-world scenarios, you'll gain confidence in handling various leadership situations.  Look and seek out opportunities within your current team or organization that will provide you with new opportunities to develop new skills.  Assignments, projects, or just supporting and helping out others are great ways to develop new skills.


c. Staying Informed:  In a rapidly changing world, staying informed about industry trends, technological advancements, and market dynamics is crucial. Being well-informed bolsters your confidence and enables you to make informed decisions as a leader.   A great way of staying informed is to get out of your company a few times a year to benchmark other businesses.  These businesses don’t necessarily have to be in the same market as you.  Look for consortiums, organized benchmarking events, or utilize your professional network to request visits to other organizations.  Leverage your professional network to schedule periodic coffee or lunch meetings with other leaders to see what they are working on and their challenges or seek their advice or opinion.   Benchmarking and networking are awesome ways to stay informed about what is happening outside your immediate company's four walls.


3. Celebrate Small Wins


Leaders are often focused on motivating their teams and celebrating collective successes.  However, it's equally important to celebrate your personal achievements as a leader, no matter how minor they may seem.  Celebrating small wins forces you to occasionally step off that hamster wheel and realize what you have accomplished and where you have succeeded.  Otherwise, it’s too easy just to keep running to the next challenge or getting whacked by one without appreciating what we have achieved.  I am one who has always been so focused on the goal that I too often miss the smaller achievements on the journey to the ultimate goal.  When we do this, we may have a tendency to see the obstacles and challenges being faced, set-backs experienced, and future risks without recognizing just how far we have come, what we have learned and where we have developed, the problems we have solved, new skills picked up, and not appreciating that we are ready for what lays ahead and face them with renewed confidence.


Here's why celebrating small wins is essential for leadership self-confidence:


a. Reinforcing Competence:  Acknowledging your individual successes reinforces the belief that you are competent and effective as a leader. It serves as a reminder of your ability to make a positive impact and what you do well. 


b. Setting Personal Goals:  Establish personal leadership goals and milestones. When you achieve these goals, celebrate them. This practice boosts your self-confidence and provides a sense of purpose and direction in your leadership journey.  It’s amazing the difference setting goals can make.  Not only are you more likely to achieve more, it gives you concrete achievements to celebrate!


c. Creating a Positive Feedback Loop:  Celebrating small wins creates a positive feedback loop. The more you recognize your achievements, the more motivated and confident you become. This positivity can radiate to your team, creating a more inspiring leadership presence.




Leadership self-confidence is not about being flawless or never making mistakes.  It's about knowing your strengths, recognizing areas for growth, and continuously developing your skills.  You can steadily enhance your leadership self-confidence by practicing self-awareness and reflection, investing in continuous learning, and celebrating small wins.


In addition to the three strategies mentioned above, there are several other techniques and practices that should also be considered in support of leadership self-confidence.  Leadership often comes with its share of challenges and setbacks.  Developing resilience in the face of adversity can help you bounce back stronger and more confident.  View obstacles as opportunities for growth and learning.  Surround yourself with mentors and coaches who can provide guidance, perspective, and support.   Having a trusted advisor can help you navigate difficult situations and provide valuable insights to boost your confidence.  Taking care of your physical and mental well-being is crucial for maintaining confidence.  Engage in mindfulness practices, exercise regularly, get enough sleep, and make time for activities that bring you joy and relaxation.


Remember that building self-confidence is a journey that takes time and effort. Embrace the growth process, and don't be discouraged by occasional setbacks.  As you consistently apply these strategies, you'll become a more self-assured and effective leader who can inspire and lead confidently.  So, start today on the path to becoming the confident leader you aspire to be.  Your team and your organization will benefit from your newfound self-assured leadership style.




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Working with various clients and in a number of coaching calls, we've found that many High Performing Leaders struggle holding their team accountable.  


While accountability is an uncomfortable topic for many leaders, it is essential in any organization. It is the foundation of trust and integrity, which are crucial in building a successful team and high performance cultures.  


When it comes to leadership accountability, it is even more important as leaders set the tone for the organization's culture and its performance. Leaders who hold their team members accountable not only drive their organizations towards success but also create a culture of excellence and mutual trust.  


Here we will discuss the importance of leadership accountability, the consequences of poor accountability, the reasons for leaders' fear of accountability, why team members are afraid of accountability, and how leaders can hold their team members accountable



The Importance of Team Member Accountability 


Leaders who hold their team members accountable set the standard for the organization. They demonstrate the importance of deadlines, quality, and expectations. When team members are held accountable, they are more likely to take their work seriously, leading to better performance and productivity. In addition, accountability creates a culture of responsibility and ownership. Team members are more likely to take ownership of their work and the success of the organization. 


Holding team members accountable helps leaders identify areas where improvements are needed. Leaders can identify gaps in skills, training, and communication, which can then be addressed. This leads to a continuous improvement cycle, which can result in higher quality work and better outcomes. 


Leaders Accountability to Their Team Members 

Group of leaders with there hands together to say


Leaders must lead by example. This means that they must be accountable to their team members, just as they expect their team members to be accountable to them. When leaders are accountable to their team members, they demonstrate the importance of honesty, integrity, and transparency. This creates a culture of mutual trust, where team members feel safe to share their opinions and ideas.  


 When leaders hold themselves accountable for their actions and decisions, they demonstrate to their team members the importance of taking ownership and responsibility for their work. This, in turn, leads to team members feeling empowered and motivated to perform their best. 


Empowered leaders who lead by example create a sense of integrity and credibility within the organization. When team members see their leaders walking the talk and taking responsibility for their actions, they are more likely to trust them and follow their lead. This trust and respect create a positive work environment where team members feel valued and respected. This further encourages team members to  hold themselves to higher levels of accountability. They can see the benefits through their leader's example.  


When no individual is exempted from this loop of accountability, no one will feel as if they are personally being "picked on" or singled out among their peers negatively. When everyone is accountable, the only ones who stand out are those who are not meeting their commitments. 


Consequences of Poor Accountability 


Poor accountability can have significant consequences for an organization. When team members are not held accountable, they may not take their work seriously, leading to low-quality work and missing or even dismissing deadlines. This can damage the reputation of the organization and lead to lost business opportunities. In addition, poor accountability can result in a toxic work environment, where team members blame each other for mistakes and avoid taking ownership of their work. This can lead to low morale, high turnover, and a negative culture. 


Woman sitting on the couch staring at her phone in shock. Furthermore, poor accountability can have legal and financial consequences. For example, if an organization fails to comply with regulations or laws, it can face legal action and financial penalties. Similarly, if an organization fails to meet its contractual obligations, it can lose business and face financial penalties. 


As you can see, poor accountability can very quickly spill over and spread like a horrible fungus through the work environment, making work toxic and dangerous for everyone, including customers! 


Consequences, by definition, are the results or effects that follow from a particular action or decision. They can be positive or negative, and they are essential to creating a sense of accountability in the workplace. When consequences are clear and consistent, they help team members understand the importance of their actions and their impact on the business's success. 


One of the most critical aspects of consequences is that they must be communicated clearly and in advance. When team members understand the potential outcomes of their actions, they are more likely to take their responsibilities seriously and work to meet their commitments. Additionally, clear communication ensures that everyone is on the same page and understands the expectations. 


Positive consequences can be used to reinforce good behaviour and motivate team members to continue performing at a high level. For example, an employee who consistently exceeds expectations could be given a promotion or a bonus as a reward for their hard work. Positive consequences recognize good performance and create a positive and productive workplace high performance culture that encourages team members to strive for excellence. 


On the other hand, negative consequences must be used sparingly and only as a last resort. When team members fail to meet their commitments or exhibit problematic behaviour, negative consequences are necessary to ensure accountability. However, it's important to note that negative consequences should be fair, consistent, and proportional to the offence. 


For example, a team member who consistently misses deadlines despite repeated warnings may need to face consequences such as a no, or low pay increase, demotion, or even termination. However, these consequences should be used as a last resort and only after other measures have been exhausted. Negative consequences should also be communicated clearly in advance so that team members understand the seriousness of their actions and the potential outcomes.  It's important to note that consequences should be applied equally and fairly to all team members. Inconsistent or unfair consequences can quickly erode trust and undermine accountability. Leaders must be consistent in their application of consequences and ensure that they are aligned with the values and goals of the business. 


Ultimately, consequences are essential in maintaining accountability in business. They provide a clear incentive for team members to meet their commitments and perform at a high level. By communicating consequences clearly and fairly, leaders can create a culture of accountability that fosters a sense of ownership and responsibility among team members. 



Leaders' Fear & Hesitation to Holding Team Members Accountable 


Despite the importance of holding team members accountable, many leaders hesitate or fear doing so. This can be due to several reasons, including: A man in a business suit looks up at the sky asking


Fear of Conflict: Many leaders avoid holding team members accountable because they want to avoid conflict. They may worry that holding team members accountable will damage relationships or cause further interpersonal damage.  


Lack of Communication Skills: Some leaders lack the communication skills to hold team members accountable. They may struggle to provide feedback or address issues in a constructive and respectful manner. 


Fear of Losing Talent: Some leaders may hesitate to hold team members accountable because they fear losing talent. They may worry that holding team members accountable will lead to high turnover or that team members will become resentful and disengaged. 


Fear of Offending: Most commonly, leaders fear they will offend or hurt team members' feelings when trying to create accountability. This fear is a combination of all the above.  



How to Move Past These Fears 


Fear of Conflict: 

1) Develop Conflict Resolution Skills: Leaders can learn conflict resolution skills, such as active listening, empathy, and problem-solving, to handle conflict effectively. 


2) Establish Clear Expectations: Leaders can establish clear expectations with team members, including performance standards, goals, and deadlines. This helps avoid misunderstandings and conflict in the future. 


3) Provide Constructive Feedback: Leaders can provide constructive feedback, focusing on specific behaviours and actions rather than personality or character.  (Future post?) 



Lack of Communication Skills: 

 1) Invest in Communication Training: Leaders can invest in communication training to improve their communication skills, including active listening, effective feedback, and non-verbal communication. Try looking at LinkedIn and Teachable for these types of programs if they are not offered internally at your company. 


2) Practice Open Communication: Leaders can practice open communication, including regular check-ins, team meetings, and one-on-one discussions. This helps create a culture of open communication and feedback. 


3) Seek Feedback: Leaders can seek feedback from team members on their communication style, including areas for improvement and strengths. Learn how your team best responds to feedback and try to work accordingly when giving difficult feedback.  


Fear of Losing Talent: 

 1) Focus on Development: Leaders can focus on developing team members, including coaching, mentoring, and training. This helps improve performance and increase retention.  In fact, providing higher levels of accountability can be an integral part of a retention strategy. 


2) Provide Opportunities for Growth: Leaders can provide opportunities for growth, including challenging assignments, cross-functional projects, and skill-building activities. This helps keep team members engaged and motivated. Be sure to only offer such opportunities to deserving team members. If one team member is particularly struggling to meet commitments, adding to their workload with high profile tasks/opportunities will cause more harm than good.  


3) Set Clear Expectations: Leaders can set clear expectations with team members, including performance standards, goals, and career paths. This helps team members understand what is expected of them and how they can progress in their careers. In some cases, locating or creating job descriptions outlining such expectations and requirements for the position in question might be helpful.  


Fear of Offending: 

1) Focus on Behaviours, Not People: Leaders can focus on specific behaviours and actions rather than personality or character. This helps keep the conversation constructive and avoids personal attacks. 


2) Emphasize the Positive: Leaders can emphasize the positive, including team members' strengths and contributions. This helps balance constructive feedback with positive reinforcement. Try the two positives and one opportunity approach: Start the meeting with two positives and pointing out where the team member has recently been successful and what specifically did they do that contributed to the successes. Next identify one opportunity for improvement, giving detailed specific examples and being careful to remove any personality or character accusations. Stick to the facts. "Project x was delayed by 3 days with no communication or explanation. Is there something that I don’t know about that caused this to take place?" End the conversation by coming up with a plan of action that meets both parties' expectations and prevents the incident from reoccurring.  


3) Create a Safe Space: Leaders can create a safe space for feedback and communication where team members feel comfortable sharing their thoughts and opinions. This helps build trust and fosters a culture of open communication.  You can do this by providing support, and asking the team member what kind of assistance or help they may need to meet their commitments.  



Ways to Enforce Accountability  


Understanding the importance of accountability and the different strategies for overcoming anxieties of approaching accountability with your teamit's time to

Young woman with arms crossed about concrete ways to enforce it. After all, accountability cannot happen if there is no consequence for unaccountability or inactive behaviour.  While not all transgressions warrant such drastic results as termination or formal warnings, several proactive approaches remain to "turning up the heat" and holding team members accountable.  


1) More Frequent Status Reviews and Check-Ins: Regular status reviews and check-ins provide valuable opportunities for team members to share progress updates and discuss any challenges they are facing. By increasing the frequency of these interactions, leaders can foster accountability and keep a close eye on project advancement. Frequent check-ins also enable timely feedback and corrective actions, allowing the team to address issues before they escalate. 


2) Breaking Down Larger Deliverables: Sometimes, complex or lengthy deliverables can lack transparency and accountability. Breaking them down into smaller, more manageable tasks allows for better tracking of progress and provides more frequent opportunities to assess performance. Regularly reviewing these smaller milestones helps identify potential bottlenecks or areas where additional support may be required. This is a great way to provide support while maintaining accountability



3) Scheduling Reviews at Less "Popular" Times: Leaders can ensure that team members remain attentive and engaged by scheduling status reviews and meetings at less convenient times, such as early mornings or late afternoons. This approach prompts individuals to take accountability for their time management, encouraging punctuality and focused participation. It also demonstrates the team leader's commitment to fostering accountability throughout the organization. 



4) Temporarily Reassigning "Liked" Responsibilities: To address accountability issues, team leaders may consider temporarily reassigning tasks or responsibilities that struggling team members particularly enjoy. This approach can be a powerful motivator for improved performance as individuals realize the consequences of their actions and strive to regain the projects they had previously enjoyed. It also encourages a more balanced distribution of workload and prevents complacency. 




5) Removing Perceived Perks until Performance Improves: If team members are consistently underperforming, leaders might temporarily withdraw certain perceived perks, such as the option to work remotely or flexible scheduling. Leaders encourage accountability and a strong work ethic by aligning these privileges with consistent, high-quality performance. However, it is important to communicate clearly the conditions for reinstating these benefits, ensuring that team members understand the expectations and goals they need to meet. 



Holding team members accountable is crucial for achieving project success and maintaining a high-performance culture. By implementing strategies such as more frequent status reviews, breaking down deliverables, scheduling reviews at less convenient times, temporarily reassigning responsibilities, and adjusting perceived perks, leaders can effectively turn up the heat and foster a culture of accountability within their teams. These approaches promote individual responsibility and contribute to overall team productivity and success. 



Summary/Quick Read  


Accountability is crucial for effective leadership and business success, but many leaders face various reservations and challenges that hinder them from maintaining it. These include conflict avoidance, communication skills, fear of losing talent, and anxiety about offending team members. Overcoming these concerns requires leaders to approach accountability with empathy, active listening, and a focus on problem-solving rather than blame. Leaders can also invest in communication training and coaching to improve their communication skills, provide regular feedback and coaching to their team members, and create a culture of accountability that promotes individual and organizational growth. Ultimately, having consequences in business is essential to maintain accountability and promote a high performance culture of responsibility and ownership. Leaders must take action when team members fail to meet expectations or violate policies to maintain accountability and ensure the success of the business. 

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HPL Administrator
July 11, 2024
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Glenn Sommerville
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