strategic leadership series · 2018-10-24 · strategic leadership series the objectives of this 4...
TRANSCRIPT
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Strategic Leadership Seriesby Empathic Consulting
3. Balancing service & structure strategies
Daniel Murray
CEO, Empathic Consulting
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Strategic Leadership Series
The objectives of this 4 part series is to develop
simple tools and clear frameworks that give
Advisors a strategic advantage in their business.
Empathy – People – Leadership
1.Start by killing the Busy work
2.Empowering People & Partners for success
3.Balancing your Service & Structure Strategies
4.Tools to build & use Conscious Curiosity
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Balancing service & structure strategies
Systems Service
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If it’s not on it didn’t happen
Heart rate monitor
Smart Watch
Cadence Monitor
GPS Tracker
Go Pro
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“Isn’t it dangerous?”
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Thailand roads
Australian roads
Systematic
Chaotic
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Chaotic
Systematic
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Chaotic
Systematic
Supportive
Narcissistic
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Chaotic
Systematic
Supportive
Narcissistic
Friendly, caringunreliable, inconsistent
Reliable, consistentcold, self-centred
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Heartless, ruthlessgreedy, exploitative
Friendly, caringunreliable, inconsistent
Reliable, consistentcold, self-centred
Chaotic
Systematic
Supportive
Narcissistic
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Chaotic Systematic
Narcissistic
Supportive
Reliable, responsiveserving, empathetic
Heartless, cunninggreedy, self-centred
Friendly, caringunreliable, inconsistent
Reliable, consistentcold, self-centred
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Trust is the
magic sauce1 Authentic
Clear
Capable
Empathic
ACCE Trust model
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Authentic
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Authenticity
Tips for building trust through authenticity:
1. Vulnerability – be open in sharing your weaknesses
2. Courage - to say and do what you believe in
3. Modelling – be the person your people would like to be
4. Stay Real – share your emotions and beliefs
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Clear
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Being Clear
Clarity
No Jargon
Double Check
Question
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Capable
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Empathic
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“Get the other person's
point of view“ - Ford
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Learn from
your clients
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Consistency is key
2009 2014 2017
4,000
30,000
7,000
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“Tell me more
about that…”2
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Balancing service & structure strategies
Identify what annoys your customers - improve
Actions
Explore what delights your customers - inspire
Create an experiment to test new strategies
Build systematic ways to better understand clients
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Notes & References
1. Simon Sinek on Service, Authenticity & Trust - https://www.youtube.com/watch?v=N5rB3-9Vuvg
2. Empathy in Financial Services - https://www.youtube.com/watch?v=3hoM5ly2igk
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Empathic ConsultingEmpathic Consulting exists to drive performance through understanding,
compassion and connection powered by empathic leaders.
For more information see:
• Our website - www.empathicconsulting.com
• Email questions – [email protected]
• Connect on LinkedIn - https://www.linkedin.com/in/daniel-empathicconsulting/
• Read our articles - https://www.linkedin.com/in/daniel-empathicconsulting/detail/recent-activity/posts/