The importance of effective leadership cannot be overstated. While much attention is often given to top-level executives, it’s the frontline leaders who truly drive an organization’s success. These are the managers and supervisors who interact directly with employees on a daily basis, shaping the workplace culture and influencing productivity.
In a conversation with Katherine Coble on Gut + Science, a communications expert and passionate advocate for leadership development, we explored the critical role of frontline leaders and how organizations can better equip them for success. Let’s dive into the insights and strategies shared during our discussion.
The Crucial Role of Frontline Leaders
Understanding the Impact
Frontline supervisors and managers have the most significant influence on workers in any organization. As Katherine points out, “They are the ones that employees are looking to, to really understand what’s going on here, what they really need to be focusing on.” While CEOs and top executives play an important role, it’s the frontline leaders who employees trust and turn to for guidance.
The Current State of Engagement
Before we can address how to improve leadership at this level, it’s essential to understand the current landscape. Employee engagement is at a low point, with many people considering leaving their jobs or “quiet quitting.” However, it’s not just the employees who are disengaged – managers themselves often feel disconnected and unmotivated.
Katherine emphasizes, “We can’t really expect them to carry the message and to be able to connect with the employees to raise productivity or to accomplish corporate goals if they themselves aren’t feeling engaged.”
Shifting the Leadership Mindset
From Tasks to People
One of the most significant shifts that frontline leaders need to make is in their focus. Many new managers struggle with the transition from being a top individual contributor to leading a team. Katherine explains, “Before, I was focused on the work, and I think a lot of managers get stuck in that. They think they’re still responsible for that. But the reality is, it’s actually a complete shift. Their focus now should be completely on the people who are doing the work, not the work itself.”
The Power of Communication
Communication is at the heart of effective leadership, yet many frontline leaders underestimate its importance. Katherine stresses, “Front line supervisors often don’t even realize the extent of their role as a communicator.” It’s not just about relaying information – it’s about setting the tone, leading by example, and creating an environment where employees feel heard and valued.
Strategies for Developing Frontline Leaders
1. Prioritize Relationships
The foundation of effective leadership is building strong relationships with team members. This means taking the time to listen, ask questions, and genuinely care about employees as individuals. As Katherine puts it, “It’s really more about focusing on the person first.”
2. Invest in Soft Skills Training
While technical skills are important, it’s the soft skills that often make the difference between a good manager and a great leader. Organizations should invest in training programs that focus on communication, empathy, active listening, and emotional intelligence.
3. Practice Intentional Communication
Clear and transparent communication is crucial. Leaders should be trained not just in what to communicate, but how and when to do it. This includes understanding the importance of non-verbal cues, tone, and context in conveying messages effectively.
4. Encourage Feedback and Candor
Creating a culture where open and honest feedback is encouraged can lead to significant improvements. Katherine references the book “No Rules Rules” by Reed Hastings, which discusses Netflix’s approach to radical candor. While it may seem counterintuitive, fostering an environment where constructive criticism is shared openly (with positive intent) can drive innovation and improvement.
5. Use Storytelling to Inspire
Effective leaders know how to use narratives to convey important messages and inspire their teams. Katherine shares an example of a manufacturing company transitioning to a more digital mindset: “We painted a picture for employees of what does the future look like? And what’s my role as an average employee doing my everyday work, what does that look like for me?”
6. Implement Regular Debriefs
Taking the time to reflect on what went well and what could be improved is crucial for ongoing development. Katherine mentions Chick-fil-A’s approach: “They are very intentional about making time for doing debriefs… taking the opportunity to learn what went right and what went wrong and what can we do to change that in the future.”
7. Set Clear Expectations
Ensure that frontline leaders understand exactly what is expected of them and provide them with the tools to set clear expectations for their own teams. Katherine suggests using the ESRC framework: Expectations, Skills, Resources, and Consequences/Celebrations.
The Role of Internal Communications
Effective internal communication is vital for supporting frontline leaders and ensuring that they have the information and tools they need to lead their teams successfully. Organizations should focus on:
- Providing clear, concise information
- Seeking feedback from all levels of the organization
- Equipping leaders with communication tools and templates
- Using storytelling to convey important messages and changes
- Creating two-way communication channels
Learning from Industry Leaders
Chick-fil-A’s Approach
Katherine shares insights from a conversation with a director of people development at Chick-fil-A. The company is known for its excellent management practices and focus on people. They prioritize:
- Soft skills training for managers
- Building a relational rather than transactional culture
- Regular debriefs to learn and improve
- Clear communication of expectations
Netflix’s Culture of Candor
Reed Hastings’ book “No Rules Rules” outlines Netflix’s unique approach to building a high-performance culture. Their strategy includes:
- Building talent density by hiring the best
- Increasing candor through open and honest feedback
- Removing controls to foster innovation
While this approach may not be suitable for all organizations, it offers valuable insights into creating a culture of trust and continuous improvement.
The Path Forward
As we look to the future of leadership development, it’s clear that investing in frontline leaders is crucial for organizational success. By focusing on building strong relationships, improving communication skills, and creating a culture of openness and continuous learning, companies can empower their frontline leaders to drive engagement, productivity, and innovation.
Remember, as Katherine wisely notes, “Leadership is not about being in charge. It’s about taking care of those that are in your charge.” By prioritizing the development of frontline leaders, organizations can create a ripple effect of positive change throughout their entire workforce.
As you reflect on your own organization’s approach to leadership development, consider how you can better support and empower your frontline leaders. After all, they are the key to unlocking your company’s full potential and creating a workplace where everyone can thrive.
Listen to the episode: Gut + Science | Episode 227: Intentional Development of Leaders on the Front Lines with Katherine Coble
- Frontline supervisors have the most significant influence on workers in organizations, more than top executives. They are the ones employees look to for guidance and trust the most.
- There needs to be a fundamental shift in how frontline leaders approach their role – from focusing on tasks to focusing on people. As Katherine Coble stated, “Their focus now should be completely on the people who are doing the work, not the work itself.”
- Communication is crucial for effective leadership, but many frontline leaders underestimate their role as communicators. It’s not just about relaying information, but about setting the tone, leading by example, and creating an environment where employees feel heard and valued.
- Building relationships and showing genuine care for employees is essential for effective leadership. This involves taking the time to listen, ask questions, and focus on the person before the work.
Things to listen for:
[00:00:00] Katherine Coble introduces the key idea that managers should focus more on people than on tasks.
[00:01:37] The importance of communication as the foundation of connection is emphasized.
[00:04:11] An example is given about how disconnected executive decisions can be from employee needs, highlighting the importance of frontline leaders.
[00:05:06] Katherine discusses the mindset shift needed for new managers to focus on people rather than tasks.
[00:07:16] The importance of building relationships is emphasized, with the idea that “relationships trump everything.”
[00:09:31] Katherine shares insights about Chick-fil-A’s approach to leadership development.
[00:11:39] The ESRC framework (Expectations, Skills, Resources, Consequences/Celebrations) is introduced.
[00:14:50] The concept of creating a “speak up” culture is mentioned.
[00:19:30] Katherine discusses takeaways from the book “No Rules Rules” about Netflix’s culture.
[00:21:49] The idea of “radical candor” in feedback is introduced.
