There are many challenges that leaders face on a daily basis within a work environment. From the planning of work related tasks, to the management of employee concerns, there is always something to be done within the workplace. As a leader it is important to be willing and to convey that willingness to others, to do whatever is needed to fill in the gaps within the work environment. While it is crucial for a leader to display the willingness to assist wherever necessary, it is important to ensure that there is an understanding in the difference between assisting others and allowing oneself to serve as a dumping ground for workers.
A leader can serve as the glue that holds a team in place, or simply be a hindrance to the proficiency of a work environment. The difference is having the gumption to provide the assistance wherever it is needed, while still sparking independence and inspiration in workers. It is always important for a leader to teach their teams how to be independent and to help to, in many ways, be self-sustaining. However, just as it is necessary to teach and inspire independence, it is also extremely important to make team members aware to utilize the leader when it is necessary. A team member should never be fearful to ask for assistance from a team leader, however, they should always seek every opportunity to do things with independence.
Team leaders should identify those situations and circumstances that require their intervention and step in when it is necessary. If a customer is irate it is okay to allow team members to work through the situation, but a good leader must know when to become involved. Team members will more than likely always be faced with the challenge of customer satisfaction. When customers become belligerent, harassing and threatening it is important to show support for a worker by asking if everything is okay. This tactic displays support for the team member, but also provides the customer opportunity to vent or to seek resolution with the leader.
Often times speaking with a leader helps to calm the situation and the customer. Having a supervisor step in leaves room to change the dynamic of the situation with the customer by possibly bringing clarity that had not already been recognized or identify. Often time’s customers may become tied in to anger with a team member, and a few kind words or the display of the willingness for the leader to assist is enough to calm the customer.
In challenging situations, it is likely the little things that will make the difference and displaying the willingness to help is a simple task that could make all of the difference for a customer and the team member. Leaders set the tone for the work environment, so having a leader that is willing to assist wherever necessary will likely cultivate an environment of team players.