SMART Service Desk Asks: Are You A Boss Or A Leader?

While a leader can be your boss, not every boss is a real leader. Although leaders and bosses have nearly identical definitions, in effect, they are different in today’s competitive business world.

While a boss is concerned with only outcomes and bottom line, a leader feels responsible for the process of that outcome and the people who see it through.

Bosses just give orders; they expect their employees to listen and to obey. However, leaders always listen to the opinions of their colleagues and regard them as important to the process and the outcome.

Leaders are always expect and welcome both feedback and more importantly feedforward, discussion and any advice the team has to offer. This reciprocity makes any individual employee feel stronger and gives him or her confidence to follow the leader and think outside the box.

While working on projects, people have their ups and downs. Through this roller coaster, bosses are more likely to intimidate workers into action while leaders will motivate people to action.

One of the best things about leaders is that they offer empathy and work to prepare their group for the tasks at hand. This is very important, seeing as whenever colleagues are not prepared for certain duties, leaders are there to support, teach and back them up. Leaders know that each employee is on the team for a reason and they have faith in every concerted effort.

When necessary, a leader offers constructive criticism. However, a leader never scolds or shouts at any individual, especially in public. They do understand that they are dealing with people and no one has right to humiliate others. Rather, the leader talks to the person individually and without any spike in temper.

Throughout our past, the best chiefs lead their troops in fights, battles or campaigns. The troops were motivated because their leader was right there with them. Leaders are there to lead the team forward and to move together.

The problem: there are too many bosses, but too few leaders. The difference is simple: leaders do whatever it takes to maximize their employees’ engagement; while bosses just want to enjoy the privileges of their position. While most organizations offer leadership training, it’s usually formulaic, and based on competency models and copy-cat role plays.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com