This is a great story about the Seattle-based “Pikes Place Fish Market” and their philosophy of having a good attitude and fun at work with great customer service. My question this morning is; How can we use this in the fire service today? without compromising compassion and customer service. Please chime in with your thoughts and/or other ideas to raise our profession to a new level of customer service through great attitudes.
It doesn’t matter how charming somebody’s personality comes off as because there will always be some people that person just can’t seem to get along with. It’s almost as though just the presence of some people is enough to drive us crazy for seemingly no reason at all. For many people this is an indicator that the person in question should just be kept at a distance instead of trying to get to know them.
As humans we have a system of judging people that at first relies on the first impression that someone gives off. Everybody has to start developing a mental image of a person before they are able to get to know them better. The beginning of this process happens in the first 5 to 10 seconds of meeting someone. In many cases a bad first impression scares off…
The profession has changed dramatically over the past thirty years. Our society, service delivery , and what the public expects of their leader. As a leader, how we move organizations has evolved, but I will argue that the way to lead people has not changed and the greatest leaders of our time and into the future will embrace the foundations of leadership which has remained unchanged.
Leadership is one of the most observed and least understood phenomenon on earth. J.M. Burns
The definition of leadership is sometimes expressed as organizing a group around an idea or project. The reality is it means moving a group from one place to another that they have not seen or been to yet, and this can be scary stuff…
A recent article, “Heavy Lifting; Leading in Modern Times” (Barbara Kellerman), describes the current trend as a decline in leadership and a shift to followership. The view of leadership is one of a growing followership based leadership. This brand of leadership shifts the power of organizational direction to those who band together as a democratic majority. Social media have fueled the power of the masses by allowing almost instant communications to the masses therefore building consensus for organizational direction. It’s also a safer place to lead from as you are not the lone target.
If leadership isn’t present at the top, it will rise from the ranks
The new direction of followership/leadership will rise up as the organizational leadership if strong, influential leadership isn’t present. Leading this new empowered workforce will take a new set of skill sets that wasn’t so necessary for a leader to survive in the past. Although if you think of the great leaders of the past, they possessed the skills that would have prevailed in today’s new organizational make-up, great communicators.
Great communication skills through mediums that will cover multiple personality preferences will be the tool box must-haves for today’s leaders.
Are you proficient with multiple communications models to communicate to every member of your team?