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P. 42
OPINION
Stop training the
“manager,” and start
developing the Leader
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This is not just another one Warren G. Bennis, one of the pioneers Customer service managers become
of those attempts at word- of modern leadership study, summed directors of customer experience.
TOSGDCH?DQDMBDRADSVDDMSGD Branch managers are elevated to
play we too often see in “manager” and the Leader quite nicely. vice-presidents, which can sound
business and leadership. impressive––until you realize that
There is a real, substantive “The manager administers; the leader a company has 3 or 4 thousand of
CH?DQDMBDADSVDDMVGN(rL innovates. them.
calling the “manager” and
The manager has a short-range And of course all of us have met
the authentic leader. view; the leader has a long-range a clerk at the Apple store who is
perspective. anything but a “genius.”
If you have the word manager in your
title, be patient with me. The manager asks how and when; the I’m not an advocate of semantic
leader asks what and why. tricks. The “manager” is measured
In a few minutes, I’ll either validate that The manager has his eye on the by meeting expectations. The leader
you’re more of a leader than a manager, bottom line; the leader has his eye on HRCD?MDCAXDWBDDCHMFSGDL
-N
or you’ll agree that any manager is much the horizon. The manager accepts the clever title will ever change that.
LNQDD?DBSHUDVGDMSGDX@QD@RSQNMF status quo; the leader challenges it.” Better to keep the word manager
leader. in the title and make sure your
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If all that’s required is to make sure managers are also leaders.
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If so, please look in the mirror. It’s likely interchangeable employees to We dive deeply into the substantive
that you’re the “manager” I’m talking about. produce a minimum expected output, CH?DQDMBDRADSVDDMSGDrL@M@FDQS
the “manager” might just be who and the Leader in THE SENSEI
The “manager” is a functionary. This you’re looking for. LEADER Program.
“manager” I speak of with so much If you want more, you’d better start
BNMSDLOSHR@O@ODQOTRGDQ@?KKDQNTSDQ developing leaders at all levels. Here are the three most important:
of time sheets, a scheduler. The “manager”
treats people like machines––each one a This is not just another one of those The “manager” motivates;
replaceable part. attempts at word-play we too often The Leader INSPIRES.
see in business and leadership.
3GDQDHR@QD@KRTARS@MSHUDCH?DQDMBD The “manager” delegates;
between who I’m calling the The Leader EMPOWERS.
“manager” and the authentic leader.
The “manager” drives;
Some time ago there was a big The Leader GUIDES.
movement to stop calling people
managers. Organizations turned
N?BDL@M@FDQRHMSN@CLHMHRSQ@SHUD
coordinators.
40| SACCO Star Magazine
