Say what needs to be said in order to be understood and to make progress. Help the team succeed by asking questions or raising issues-- even when that may cause conflict. Be courageous; lead with the truth. Address issues directly with those who are involved; avoid side conversations.
Keep perspective—remember that the world has bigger problems than the daily challenges that make up our work. Don’t take yourself too seriously. Smile, laugh, and keep a sense of humor.
Search for greater understanding or for the best solutions by asking others to explain what they mean. Be curious, ask the extra question. Ask questions for the benefit of others, even if you know the answer. Validate others when they ask questions.
Make it easy for others to work with you. Take one more step than necessary, so that the work becomes easier for the next person. Provide complete context & clear instructions. Be ridiculously helpful so people walk away thinking, “That was easy!”.
Effort is important, but people expect results. Focus on outcomes when deciding what to do next. Follow-up on everything until it’s resolved. Finish tasks fully—no half-done.
Get to know customers and coworkers on a more personal level. Learn what matters to people and how they prefer to communicate. Build trust to solve problems and navigate conflict together.
Speed matters—move the work forward every day. If a problem can be solved in a few minutes, then stop and deal with it now. Build repeatable workflows and use tools to get faster and easier over time, not by having to do it again.
Leave your workspace ready for the next day. A “ready” environment is safer, less stressful, and more efficient. Eliminate hazards, fix clutter and confusion immediately, and never leave unsafe conditions for someone else to deal with. Keep physical spaces and digital files organized, labeled, and easy for others to understand so work can start safely and smoothly.
Offer all feedback, both positive and negative, in a way that is respectful, specific, timely, and focused on behaviors and impact. Receive feedback with curiosity rather than defensiveness.
Set clear goals and define how success is measured. Make progress visible and check it regularly. Hold yourself and others accountable until the goal is hit.