Think of three hugely successful companies. Now, think of the names of the people who founded them. Did Mark Zuckerberg, Steve Jobs, Bill Gates, Ray Croc, Sam Walton, Jeff Bezos, or Oprah Winfrey come to mind? These people, regardless of what you think of their businesses, are effective leaders. They turned an idea into a brand and that brand into a household name. They energized their teams to meet and exceed their goals. They led their people to success. At the head of every successful organization is a strong leader, one that knows why their product has value and knows how to communicate that value to their team and their customers. While business is full of buzzwords and jargon, a true leader can cut through all that and communicate with clarity. Here are a few simple ways to help you communicate like a leader, and ultimately have an impact on your credit union member services.
1. Don't "but" in and out. So much of our politeness can lend itself to weakness in the mind of the listener. Leaders can't be wishy-washy. If your statement has a 'but' or 'however,' you're undermining your own ideas and giving the listener an out. Example: When discussing an MSR's interaction with members don't say 'I think your performance is strong, but there is room for improvement.' If there is room for improvement, the performance is not as strong as you imply. You undermine your message. Instead, tell them "Our credit union member services are what sets us apart. I need you to improve how you communicate with our members," and provide some examples.
2. There are no problems, only opportunities. The minute you refer to an issue as a problem, our thinking changes to a negative connotation. If you refer to an issue as an opportunity, it immediately implies a chance for change and growth, and that energizes your listener. When a loan officer discusses how long it is taking to get a refi to close, talk to him/her about opportunities to speed up the process, and encourage them to start documenting these instances. Doing this might lead to making a case for implementing eSignature and electronic document workflows.
3. Speak as "We" and work as "We." Collaboration is at the heart of strong organizations. A feeling of mutual effort and accomplishment will encourage staff to step in when they see a need. When discussing next steps, talk about 'what we need to consider' instead of what 'I think you should do'. It's not my team, it's our team.
4. Read between the lines... Cliches are as old as the hills. Stop using cliches. People expect more creative language and thought from their leaders. Rather than telling a branch manager to "take their performance to the next level," express what you really want to see. Actionable words that have real meaning will be taken more seriously... "think outside the box" when it comes to your vocabulary.
When your credit union employees buy into your leadership style, that trickle down will have an impact on your members. You will get the best out of the team and increase productivity. Choosing words wisely can impact the greater unit in the long run and improve your credit union member satisfaction scores.
