Should you be a leader or a boss?

A leader is admired, a boss is feared.~Vicente del Bosque

Should you be a leader or a boss? Choose what you like! 

In today's times there is a need of good leaders, there are many to just boss around anyway! By virtue of working in the corporate companies where the tenure of work is not long,we get to associate with different bosses (read it as superiors). You yourself might be one, already heading the role. Have you done any introspection or taken a stock of what you do? Ultimately its not just your work profile and designation that makes you a person its the totality of all. You on a personal and professional level. There is so much spoken about work life balance and stress management. That clearly means that there is a deeper connection to your personality not just the chair that you occupy at work and the power that you possess because of that chair. There is also an equally important part of you that's outside that chair.... your lounger at home! 

What makes me take up this topic today?  I was talking to the new batch of students joining our college, today's youth and the topic was managing their lives and becoming aware of their role in the society. How they needed to have strong values that define them. I asked them to do a SWOT analysis. It was a great session and we had very interesting and stimulating discussion. Coming back to my office, a student of mine who is doing her internship at a reputed hotel had come to see me. After exchanging pleasantries she expressed her concerns. There was a supervisor she was working under who she felt was being too difficult and she felt that the lady didn't like her and was taking personal grudges against her.I know the girl well and the efforts that she is putting in. One of the best in her batch. We had a chat and when I felt that she was fine and understood how to better handle training; especially dealing with such supervisors, we bid good bye. As I sat on my chair many thoughts crossed my mind and I too started looking at people around me  - colleagues, friends and people who just exchanged thoughts with me. I felt there is so much stress just because of a particular superior that they have. As a counsellor I have heard so many people and it does have an impact on me. I am just putting those thoughts here in my blog.

What are the general perceptions?

I am not talking about the styles of leadership - Autocratic, democratic or laissez faire here, but purely based on how one conducts oneself within the organisation especially with subordinates. With the superiors, all are at their best anyway! How the subordinates perceive them, opinions that are formed through the way they are treated and the general culture within the organisation. Do these matter? Yes the employee morale and the general well being of the organisation is dependent on it. Why do you think there are best work place awards? Happy offices not only make happy customers or clients but also  positive, enthusiastic and productive environment. These are the places that grow in size and stature over the years. Where the work environment is not healthy, the entities anyway go into the sunset and may even vanish from there.

Work environments are generally directed by the leader, who is referred to as the boss in the more common parlance. All contribute to, but its the leader who decides what the personality of the organisation will be and how it is perceived. Lets talk about the main characters in the drama called organisations - The Boss! These are the categories that I can think of, my experience of 20 years tells me so.

The Tough -Some bosses are admired, they might be tough but they are the people who bring out the best in all. They take the organisation towards the path of growth, not settling for anything lesser. They are perfect leaders delivering results themselves what they expect from others, most of the times even more. They lead by example. They may not be sweet talkers but their work and result speak for themselves. They are on the shop floor always, just like the major in the army battlefield. They'll stand by their staff and support them when there is a need like a true warrior.

The Delegators -The second type are delegation leaders, They are best when it comes to delegation, this being the only virtue that they possess! Its certainly a great virtue. They themselves may not know anything as they have no hands on experience, but they pretend to be the 'know all'. As it is rightly said that empty vessels make a lot of noise. They keep everyone on their toes, someone drafting their emails and letters, someone working out their schedules, someone doing their routine work and they'll be busy passing others work as their own. They are truly the presentation experts. They lead by analysis ... results may go towards paralysis though. To put it in simple terms, it can be said that the operation was successful but the patient died. They thrive on what others do but they'll never have a word of appreciation for anyone as they know where they themselves stand. It might be difficult to praise someone else as they are under constant threat, knowing that they stand no ground as compared to some others within the organisation. Such people are loved by the management and they may not even leave the organisation for long.

The well wishers - They get the post by default but they have no intention, ambition or inclination for that. They are just being there doing things as routine till the responsibility is over and passed on to someone else. They are certainly not self starters, they need directions and guidance from the higher management. To put it simply, they need to work under a boss. They are great workers but lack the mindset, passion and ambition of a leader. Such people neither do good for themselves or the organisation and the organisation moves into the stage of lethargy. Parallely, a new leader starts to emerge from the team, who is good and has the mindset, ambition and all that it takes to be at the top. The well wishers are nice people but certainly not that nice for the organisation.

The schemers - They are purely bosses and posses no quality of leaders. They rule by using fear and that all should listen to them as they are the organisational heads. Such people work with personal agendas and maneuver organisational power and resources towards that. They know that their position is short lived so they make the most of all that can be done for their own good. Basically work on self growth, self development, may be higher studies, enhancing their social and community presence, networking with the right people as these are the things that'll come handy when they are asked to leave the organisation. The organisation is used purely as a spring board. They don't deliver positive results as they are always working on themselves and all energies are spent on that. They have nothing left to give to the organisation. They are fatigued, lethargic, unenthusiastic and fearful. They are negative talkers. They'll not do anything productive themselves and also ensure that others don't do it by telling them that its not possible to. The beauty is, the management may not even know about the goings on as the schemers know which side of the toast is buttered. They portray a sincere image to the management. Such people are like termites, they eat into the very fabric of the organisation without anyone knowing it. The knowledge comes only when the system collapses, undoubtedly such bosses are danger zones. God save the organisation then!

The great mentor - He is the boss who have taken upon himself to ensure that there is a progeny. The moment he spots someone with similar characteristics as his, he is automatically taken into the wings and ensured that the progeny is groomed into the next big thing. Basically the boss needs someone to give the assurance that alls well.The mentor and progeny become a team and all goes on as they wish. The others may refer to the progeny as the chamcha (in Hindi for obsequious person). Chamcha becomes the boss pleaser. No human being likes to be treated differently.Partiality is something thats condemned, especially from the people in power. Just like no one likes a partial teacher, that's true for a partial boss too.You could be mentoring someone favourably but not giving their dues to some. Power requires to be used with a lot of care and caution.

The ideal - An ideal boss is a mix of all of the above. He or she is the best as he/she is tactful and knows his/her craft well. Well balanced as a person. He is loved by all. People see in him or her a great mentor, guide and someone who is concerned about the wellbeing of the organisation and that of theirs. He gets support from all and people are willing to go out of their way to ensure that they stand by their leader the boss. There are a few bosses like that and the organisations and people in it are blessed to have them.

SWOT analysis is a must for everyone, even more so if you are in a position of authority. Are you putting yourself into such unfavorable category of leaders? If yes, its time to wake up and smell the coffee.  You won't have your coffee brought to your table always, you'll need to make one yourself someday.

I'm very determined, honest, open and definitely very energetic. I expect a lot as a boss and I'm very demanding, but I ask that of myself too~ Kimora Lee Simmons

PS: Pictures are taken from Google for illustrations, with due credits, if anyone has any objection, kindly let me know they'll be removed promptly.

Creating Service Excellence.

The other day I was conducting a training session on Service excellence for the hotel staff. A short session of about 2 hours. I saw that they were carrying their diaries and all ready to take down everything that would be discussed and covered in the session. I was thinking to myself, service excellence is no rocket science and it doesn’t require you to do anything extra apart from what you are ought to do as a service personnel and use your heart. As it is rightly said that; one must use his heart when dealing with people and his mind while dealing with things. Very simple logic isn’t it? It works for all human beings and customers are humans too, just like you and me! 

 Customer service is not a department,....it's an attitude!

Service is what every customer expects from a business. Such as paying attention to them, being courteous,  in an atmosphere of hospitality. Employees knowing their products well and providing assistance to the customers by anticipating their needs. Customers love it when they don’t need to ask for help but it comes to them through observant service providers. Employees taking interest in their customer’s opinions.  Using customer feedback constructively to enhance their own products and services. Also complaints handled well and according to their customer’s satisfaction.

Service excellence has to do a lot with Moment of truth. Moment of truth can be summarized in the words of Jan Carlzon,  

“A Moment of Truth is an episode in which a customer comes into contact with any aspect of the Company, however remote and thereby has an opportunity to form an impression.” 

So, who makes all the difference? It’s the employee who provides that service to the customer. The employee who has the winning smile, is a professional, equipped with good knowledge, positive attitude, willingness to help and takes pride in his job. Wears patience as a tiara! Customers can be demanding but they only need the basics to be handled well. They like to be understood and being informed well about the products or services.

A simple guide of 5 steps for creating service excellence

• Welcome every customer with a warm smile.
• Use customer’s name if possible and at every opportunity.  Every person likes to be recognized and valued, being address by one’s own name is one way of doing that.
• Take care / anticipate customer needs. Remember the golden rule that the customer is the king!
• Thank the customers for giving an opportunity to serve and invite back them.

 What does it take to create ‘memories’?

Anticipation and observation are the key to creating memories for customers.

Listening for clues for e.g.: their likes and dislikes, interests or needs

Being aware of customer's profile, preferences, history, important dates

Empathy, hearing the unspoken (body language, tone of voice)

Being attentive / Being alert to ‘Opportunities’ e.g. offering assistance and walking that extra step.

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.

~Jerry Fritz

   By delivering extraordinary service, We become a part of the success story!

P.S Pictures are taken from Google for representational purposes 

Shaping Minds

WElink covers one of my counselling experiences, calling it,'Shaping minds'. Sharing the write up with you all. I am so very happy that a very inspiring story from my kitty gets featured here. Have loads of them, all coming from the gems of people I meet!.... hope you like it too!

Shaping Minds : 

There are many wonderful people around us who are contributing substantially to various causes. One such person is Laxmi Todiwan who is an Associate Professor & Head of the Department of Apeejay Institute of Hospitality. Laxmi has almost two decades of experience, is an educational counsellor who follows her passion of guiding young people in making good career choices.
But today is not about featuring her - it's about sharing an experience of her witnessing a successful journey of a passionate young boy which ignites a belief of " yes I can".

" I meet very interesting people as a part of my role as a trainer and counselor. One such meeting, lead to a great association with an individual who was extremely motivated and passionate about his life. He had dreams and made them a reality, I feel lucky to have witnessed the transformation and being a part of it.

One fine day I got a call from one of my professors saying that he was sending a boy to me and that I should counsel him. He told me that the boy comes from a humble background, had lost his father when he was young.
With this backdrop I waited for this boy to see me on the appointed day and time. He was there dot on time, He was Holsten D’Souza. We got talking, I simply loved his attitude and the sparkle in his eyes, an 18 year old self motivated person who could do wonders given the right direction and inputs. He told me that he was working part time at a famous cake shop in Mumbai, Theobroma. We exchanged a few thoughts. Counseling him was one of the best experiences that I have had, I knew fee would be a bit of a concern for him but knew that if there's a will, there's certainly a way!

He took admission at the institute (Apeejay Institute of Hospitality). He was focused, took directions from his professors and constructively worked on the feedback given by them. He was not the most brilliant student but someone who was consistent and who worked hard. His attendance, was the best in spite of the fact that he worked in the evenings and weekends. He managed to get scholarship all three years of college. In academics, in the first year he was among the top 5 students, he improved on that, was in the top 3 in the second year and in the final year he topped the college in the university examinations. He had his own benchmark that he kept improving on. He was one student that I kept a watch on, admiring his passion and the level of commitment he showcased. His batchmates loved him.There are two gold medals awarded to the graduating students at the institute. One is awarded to the academic topper and the other one is given to the student all rounder with best values and attitude. He was the academic topper but for the second medal too he was one of the top contenders. Which is a rare incident in the institute.
Today it gives me immense pleasure in writing about Holsten. He taught us to believe in self and remained focused. I share his story to many of my other students to instill faith in the old saying that " there's no shortcut to success."

My 'Anything but Ordinary' moment.

My last post was on Women Empowerment and I am so glad that, when I  pen this one I feel like ONE ...ever more strongly today! 

Why do I feel so? Let me take you through my professional journey of almost 2 decades. In my personal life I am certainly empowered, all thanks to the family but when it comes to having a fine career the empowerment has to come not only from within but from the the organisation as well. 

The purpose of this post is to reach out to any person out there who faces doubts sometimes, just like I did a few months ago. I'll be glad if this can change even one such life. To make you understand my point and how I think, I would like you to check out my professional journey as well as the ideas and sentiments that I value. 

My Professional profile

Ms. Laxmi Todiwan, CHE,  Associate Professor & Head of the Department.

Apeejay Institute of Hospitality, an initiative of the Apeejay Surrendra Park Hotels Ltd.

An alumnus of the 1997 batch of Institute of Hotel Management, Catering Technology & Applied Nutrition Mumbai, Ms. Todiwan started her career with the Taj Group of hotels (Taj Mahal Palace and Tower, Mumbai). After 4 years of working in the hotel operations, she joined her Alma mater as a faculty in the Rooms Division Management, where she worked for 6 years. Equipped with rich experience in hotel operations, teaching and training, she came on board the Apeejay Institute of Hospitality in April 2007 and is currently working with the Apeejay Surrendra Group. She is also an educational counselor and follows her passion of guiding young people in making good career choices. 

She is a Master trainer for the Certified Skill Trainer program of the Tourism and Hospitality Skill Council (THSC) under NSDC. She has conducted training programmes for many corporates, call centres, hotels, banks, CII and for the Additional Skill Acquisition Program (ASAP) of the Government of  Kerala, to name a few.

She has a passion for writing and expresses her thoughts on her blog, The Optimist Diary. She also writes columns in the local newspapers. She hosts official functions as Master of Ceremonies.  Education, training and development are very close to her heart and she champions the cause of the underprivileged and opportunities for women.

Her personal quote is: Be your own Cheerleader!

My concerns:

I am glad that I could build personal life, family and a career all with the strong support of my folks! Journey has had many twists and turns but the river flowed smoothly through the meandering path. When am almost 40! I felt a need to take a stock of my life. I wanted to be on my own doing things that I liked and making whatever difference I could in the lives of people around me. The youth who needed guidance and education or training that could make them employable. Helping the women from the lower socio-economic groups find suitable opportunities to earn means of living or support their families towards a better future. Having traveled extensively across the country, I have seen many such lives. I believe that making someone financially independent is the best form of empowerment. I had to do something on that front but the question was how would I manage it. I had a full time job, two energetic school going boys, in laws in their late 60s, master mariner husband who was out on work nearly 4-5 months at a time. My life was all smooth and me managing things fairly well. But the inner calling had to be answered too. Creating a balance in my personal life and being able to do something for the cherished dream. 

I decided I would've to quit my job.  Create a balance in my life and  have time for the family. That way I could also work on my dream project of setting up a place where I could train people and make them employable.

With these thoughts at the back of my mind, I was all set to put in my papers and leave the organisation that I was associated with for 9 years. If I had to leave, this was the time and I was preparing myself mentally, emotionally and spiritually. Came the  college Graduation Day! got to meet the chairperson of the company the ever inspiring Ms. Paul. When she asked what was up, I spoke to her all that was going on in my mind and her first reaction was, "We don't want to lose you" then she added, "can't we think of a sabbatical? something that can be of mutual good". These words came as a blessing for me, I had not thought about that possibility. I never knew organisations could actually consider such things. She is looked up to by all, as an inspiration, we all feel proud of her achievements. She commands enormous respect in the fraternity. At that moment nothing else mattered to me, her words of encouragement were like a trophy that I would cherish all my life. I was on a different high!

It may not mean much to most of you but I guess women who are in a life stage like mine will identify with it.

The next day was our appraisals with the MD of the company, who also was at the institute for the function. I shared my plans with him, his reaction echoed that of Ms. Paul's. He asked me to think over and that Corporate HR would get back after discussion and deliberations at their end. I was then totally on double minds.... may be in 100 different ones! I was so sure of quitting, then seeing the value that the organisation gave me, I had no heart to not consider. In fact it was an honour. AVP and Corporate Director HR, contacted me and understood my situation, the mind frame and also the emotional quotient. Ms. Guin was so understanding, that it surprised me as how could she even listen to what one of the 4000 people that she was responsible for. Probably she could and she did! Now I understand why Human Resources is called the Talent management. Finally, I get an email from her that solved almost all my concerns. She managed to work a plan for me that addressed balancing all aspects of my life. It was 'Anything But Ordinary' moment for me. At the Park Hotels, we make that the brand promise to each and every guest. I speak about it to every new employee during the induction, I get to experience that ABO moment myself! Also tells me why the company had won the Gallup best Work place award. At work places just don't manage balance sheets, we manage people, we manage resources, we manage talent!

This has been one of the biggest credits in my Emotional Bank Accounts.  

I carry the message to all women, in fact people in general, to create a value that is important to you, cherish dreams and work towards them.  Express what you sincerely wish to do and see how, not only the work places create favourable work platforms for you but also the entire universe conspires for the same!

Ps. Some pictures are taken from google, for representational purpose, with due credits