the top 10 secrets of leadership

MAILCOM 2012 - Washington, DC. - April 15-18

Course #: LD113

Title: Top 10 Secrets of Leadership

Scheduled For: Sunday, Round 1, (2:00-3:00 pm)

Presented By: James P. Mullan, CMDSM, EMCM, MQC National Operations Manager - Chubb Oce Business Services

Marlene O’Hare, CMDSM Supervisor Office Services Linde North America, Inc.

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MAILCOM 2012 - Washington, DC. - April 15-18 2

Lead by Example

“Leadership is fairly simple…it

requires us to know the details

of our profession, to truly care

and focus on our soldiers, and

to lead by example.”

Gen. Dennis J. Reimer


Lead by Example

• Do the right things right.

• Tell them, show them, and then tell them

what you showed them.

• Be at work before and after everyone else.

• What do you want from your boss?

• What’s the one tip you would give to a

manager just starting out?


Respect and Loyalty are Inseparable

“Success is the result of perfection, hard work, learning from failure, loyalty to those for whom you work, and persistence.” Colin Powell


Respect and Loyalty are Inseparable

• Follow the Golden Rule – “Do unto others as

you would have them do unto you.”

• Give people a sense of importance, both the

task they are performing and the people

themselves.

• Respect ideas – wherever they come from.

• Defend your people.


Recognition Means More Than Just Money

“The deepest craving in human nature is the craving to be appreciated.” William James


Recognition Means More Than Just Money

• Employees want to be valued for a job well

done.

• Say “Thank You” and mean it.

• Praise in public, criticize in private.

• Distribute rewards based on merit.

• Compensation is a right, recognition is a gift.


Communication is More Than Just Talking

“When in doubt, communicate!” Anonymous


Communication is More Than Just Talking

• Be clear about what you expect from others.

• Provide reasonable, frequent and accurate

feedback.

• Keep your staff informed and involved.

• Actions speak louder than words.


Know What You Want To Do

“A leader is one who knows the

way, goes the way and shows

the way.”

John C. Maxwell


Know What You Want To Do

• You can’t get others to do what you want if

you don’t know what you want.

• Set goals for:

– Yourself

– Your staff

– Your organization


Tell People What to Do, Not How to Do It

“No matter what

accomplishments you achieve,

somebody helps you.”

Althea Gibson


Tell People What to Do, Not How to Do It

• No one succeeds by himself or herself.

• Ask people to help solve problems, not just

accept your solutions.

• Delegation and teamwork are requirements

for success.

• Don’t try and do it all – you can’t!


Realize You're in Sales, Whether You Get Paid a Commission or Not

“Sales are the engine

that pulls the train.

Everything else follows.”

Harvey Mackay


Realize You're in Sales, Whether You Get Paid a Commission or Not

• We all sell – whether it’s a product or our ideas.

• If you knew how to sell, could you be more successful?

• Know your audience:– Customers– Managers– Employees

• Have your elevator pitch ready.


Great Customer Service is a Requirement, Not an Option

“To provide appropriate

service you have to know

what your customer is

feeling.” Dan James


Great Customer Service is a Requirement, Not an Option

• Pay attention to your customers.

• If you don't have something, offer alternatives.

• Be courteous and friendly.

• Engage your customer on a personal level.

• If you're a manager, seek out your customers and ask for feedback.


Character Counts

“Do the right thing. It will gratify some people and astonish the rest.” Mark Twain


Character Counts

• Be honest, truthful and dependable.

• You can’t buy back your reputation.

• Tell the truth, especially when it’s bad news.

• There are no shortcuts to success.


Humor Helps

“The human race has one

really effective weapon, and

that is laughter.” Mark Twain


Humor Helps

• Your attitude sets the tone for the workplace.

• No one wants to work for an ogre.

• Don’t let your sense of responsibility get in

the way of your sense of humor.

• Laugh with your people.

• Enjoy your life – you only get one!


James P. Mullan, CMDSM, EMCM, MQCOBS National Operations Manager - ChubbChubb & Son15 Mountain View RoadWarren, NJ 07095908-903-2869 W908-903-2027 F908-222-6488 [email protected] [email protected]

Marlene O’Hare, CMDSM

Linde North America, Inc.

575 Mountain Ave

Murray Hill NJ 07974

908-771-1275 W

908-771-1701 F

908-906-4961 C

marlene.o’[email protected]

[email protected]

the top 10 secrets of leadership

Documents

great customer

oharelinde

recognition

customer

james

communication

respect

mullan