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Consortium for Service Innovation

How to Leadership

Based on a conversation with leaders from 15 Member companies, this guide was built in response to the question:

What do you wish someone told you before you became a leader?

Stepping into a leadership role, regardless of your place in the org chart, is not for the faint of heart.  As an individual contributor, you generally have control over your own work. As a leader, your success is dependent on the work of others.

Spending time thinking about your own leadership strategy - how you want to show up - makes a huge difference in your own success.  Becoming a leader often results in receiving less feedback about your performance. Being explicit about your own values and vision allows you to act with integrity and consistency, and chart your own performance and growth.

Building Leadership Presence

Developing Yourself

  1. have to know your skills
  2. self reflection skills
  3. core leadership skills - recognition → core leadership skills → time management → negotiation → delegation → work/life → emotional int. / empathy / compassion → manage up → feedback loop → communication
  4. developing your leadership strategy
  5. succeed together fail alone
  6. allowing people to fail
  7. creating boundaries
  8. imposter syndrome
  9. Leading By Example & determining the example - what are the tools you can use for growth
  • leaders have to negotiate, threaten, be nice, communication, vision
  • setting boundaries - juggling other people's emotions
    • open door - but managed
  • what got you there isn't going to be what gets you to next level or be an effective leader
    • many more factors
    • can be jarring
    • especially first move into leadership
  • "not everyone will like you"
    • can't get everything done by being nice
    • make unpopular decisions
    • can be tricky when switching companies - driving change and encountering pushback
  • "you're going to be wrong"
    • learn how to recognize it and deal with it
    • be flexible and ready to listen
  • ongoing mentorship - get a mentor or support network
  • more autonomy and less feedback
    • you're driving - you're responsible
    • can be isolating
  • no longer the expert (like an IC)
    • can mess with your identity
    • surround yourself with people who are better
  • it's not going to be what you expect it to be
  • new thing that came up - imposter syndrome
    • wish someone told you - it's self doubt telling you not to be certain or confident about what you're doing
      • talk through confidence and experience and what you have to contribute on this topic
      • your are the own of this thing so people need you to do it
      • fake it until you make it
    • "managing self doubt"
  • being comfortable with assertiveness, comfortable with being uncomfortable
  • appropriate assertiveness
    • be more or less, depending
    • wild assertions without plans to implement or fulfill

Getting the Most Out of Your Team

  • prepping other leaders: important/helpful to ask them "why do you want to be a leader"
    • examining motives helps understand what you're going to get out of it
    • also ask: how would you manage shifting from a peer relationship to a leadership relationship
    • ask this of other you are guiding up and ask of yourself
  • how effective delegation is
    • "hardest thing to learn"
    • you could do it in 5 minutes and you give it to someone else and it takes 5 hours
  • you get what you inspect (not what you expect)
  • empowering people
  • Individual contributor can out hustle or out perform - not the same for leaders - instead it's how to get the most out of your teams
  • wanting to collaborate but they're looking for agenda setting and goals - to inspire action
  • How to motivate people
    • Pink motivation should be requirement
  • geo and culture make a huge difference
  • not everyone is fixable
  • difficult conversation - don't avoid
    • have them early
  • Succeed together, fail alone

Developing Your Team

  • Communication
    • listening
    • set expectations
  • Evaluation
  • Mentorship
  • Accountability
  • Team Culture
  • Leadership is a people skill

Communicating Strategy and Vision

  • strategy and vision
    • not everyone need distinct visions - know where to start and stop and align to others visions
    • align to organizational vision
  • communicating vision: 7 times 7 ways
  • you have to market what your team does
  • team advocate / motivator
  • have to mange up down and across
  • change - constant communication, rule of 7,
    • "so ongoing"
    • change = differentiates manager form leader
    • change is part of the definition of leader
  • being transparent
    • sure it's on spectrum
    • don't steamroll
  • What I wish I knew as a new leader
    • Empower/delegate others to do more
    • It’s hard for people to express what success looks like - what outcomes do we expect, it’s hard to turn that into real outcomes vs as we go (Defining outcomes & ensuring its tied to company strategy/goals & the value you deliver)
    • There is a big storytelling aspect to it; don’t be dry and boring. Make it relatable. Communicate clarity
    • Set a consistent story, which includes short term and long term goals
      • Big blocks can be the same for more than 1 year
    • Be Clear on the definition of your strategy
    • One size does not fit all
    • Involve stakeholders in identifying what we are trying to solve, and getting alignment before execution

Navigating Ambiguity

  • managing/navigating ambiguity
    • decision making
  • Navigating Ambiguity
    • urgency of decision-making
      • less context available
    • Relationship to risk
      • part of decision is making assumptions
    • Get a mentor/support network
    • understand/articulate/examine
    • more autonomy/less feedback
    • geo & culture make a huge difference
    • communication strategy
      • identify appropriate targets/goals
      • identify plans for each stakeholder
      • bring it all back to how these goals serve the larger organization goals
    • you make the decision on the direction first
      • be ready for feedback from team members if it doesn't work
      • you need to start somewhere
    • how will you measure success?
    • your team will look to you for direction/clarity (give it to them)
    • clarity & alignment
    • leadership fight club #fightme: 
      • do something... "start somewhere" and go

Potential future section: common misconceptions / common pitfalls

Structure thoughts:

  • skills needed to do each thing has overlap - do they go in individual sections 
  • or
  • each section says what to do for developing others and what to do for others
  • list of what you need, how to assess yourself, what resources are available to do the developing
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