Newsletter

September 2005: Micro-Interactions You Can Use... Today!

Greetings!

In this world of constant interaction, interpersonal skills and behaviors can be the difference between success or struggle. Not only when hiring and positioning personnel who represent our companies to the world, but also in the day-to-day interactions that go on behind company walls, it is critical to have (and be) people who can function well with others.

Leadership Is the Art of Micro-Interactions

The smallest of interactions with your employees can have an enormous influence on how they perceive you as a leader -- and help you reach your business's goals.

As 49-year-old Cara stepped out of her car, she noticed an employee was having trouble carrying a variety of bags from his car to the building. Cara approached the employee saying, "Good morning! I see that you've got your hands full; I've got a free hand, let me help." The employee was immediately grateful but declared that he would take care of it. Cara responded with, "At least let me take one of these bags to the front desk to save you some of the trouble." She picked up a bag and started walking with the employee to the front of the building. She casually noted, "Looks like a department party. Something special today?" The employee said, "Some new employees are starting today and the facilities staff wants to welcome them."

"Great news," Cara said, "We're growing."

Cara left the bag at the front desk and while walking to her office she spoke to each person she met along the way. Her comments were usually something like: "Hey Joe, I hear we'll get to see your project report later," or "Hey Diane, I haven't seen you for awhile; I hope that everything is fine." As she made her way to her office, she interacted with every person, making each interaction brief and direct. Each time she addressed the person by name, asked a supportive question, and often invited the individual to let her know how things were going.

(Cara is the vice president of marketing in a $200 million dollar financial services company.)

Total time investment in each interaction: eight seconds. Return on effort: employee loyalty, trust, and a flow of information that every manager desperately wants and needs to make intelligent personnel decisions.

Relationships are built through micro-interactions. Each interaction has one of two possible outcomes: You are seen as either inviting -- or as cold and indifferent. After a period of time, and through numerous moments of potential interactions, the cold and indifferent are usually thought of as self-interested, too absorbed, and generally uninterested in others' contributions.

Those leaders with a long list of inviting interactions usually have more latitude and more options when working with others. The perception is that you are invested in others and that you recognize that your success is tied to the work of others in the organization. Everyone feels like they are in the same boat, pulling the oars in the same direction.

To be sure, leadership is a combination of vision, business smarts, persistence, and a commitment to realizing the vision through people's efforts. But the single most important and simplest aspect of leadership is working with others and getting their commitment -- rather than just compliance -- to work effectively toward goals and objectives.

Make the most out of every interaction, no matter how small you might think it to be. Each interaction is an opportunity to recognize others, which communicates to them that they are significant to the organization. Asking a general inviting question shows you have some confidence in their work. Suggesting that you are willing to help communicates you see them as worthwhile. Leadership is building capacity and commitment through building relationships. And just like a brick house, built one brick at a time, relationships that matter are built through micro-interactions. How strong is your relationship house?

* Roger Pearman is founder of both Qualifying.org and Leadership Performance Systems

My hope for you moving forward is to realize the importance that each one of us plays in our day-to-day interactions with others. Our interpersonal behaviors make a huge impact in the lives of those around us....Let's concentrate on being aware of others, and thus strengthen our own position of leadership!

Enjoy the rest of your summer!
Lindsay