Hartford Business Journal

www.HartfordBusiness.com • February 19, 2018 • Hartford Business Journal 25 COMMUNITY CONNECTIONS Leading with heart is golden By Andre Santiago W e can't define leadership in today's society without talking about the heart. While many antiquated models of leadership focus primarily on task and outcomes, the most effective leaders to- day understand that we are all human and all have a need to feel heard, valued and cared for. Picture this: Hartford in the 1980's … a young boy whose single mother worked two jobs to make ends meet and support the family was often found at his grandmother's house on Knot Street in Wethersfield, where she lived with her two sisters while their third sister lived within walking distance up the road. He was a spoiled, sweet little boy who was raised by the Golden Girls. Okay, they weren't the "real" Golden Girls — Blanche, Sofia, Dorothy and Rose — but they were four of the most kind, gentle and loving souls, and I was that little boy. If you remember that classic sitcom, you may also remember that those four women shared a cherished friend- ship. While they gathered around their kitchen table eating cheesecake and discussing their problems, these wom- en demonstrated a love that uplifted and encouraged one another, the same way that my grandmother and aunts uplifted and encouraged me. They lived the tenets of the Golden Girls' theme song and taught me to do the same: "Thank you for being a friend. Travel down the road and back again. Your heart is true; you're a pal and a confi- dant." Over the past decade I have worked with hundreds of youth in the Hart- ford region, both as an educator and a program director. I have had the great pleasure of watching my students grow and develop; and I realize that unconsciously I draw on the lessons I learned from my very own Golden Girls: to care deeply for each and every person and to find ways to show them how important and special they are. I strongly believe in making people feel like they are the center of my universe because that practice was modeled for me. James Kouzes' and Barry Posner's "Five Practices of Exemplary Leader- ship," the backbone of all the leader- ship development and consulting work I do, describes how effective leaders achieve extraordinary results. "Encouraging the heart" is one of the five practices and involves recognizing individual's accomplishments, showing confidence in them and loving them. When I demonstrate this practice, I see a profound impact on my students. Without encouraging their hearts, these students' self-protective walls and barriers would never collapse. What opens youth up to hearing and learning is showing them, first and foremost, that I care about them, I be- lieve in them, and I am there for them. This practice is just as relevant in the workplace. Kouzes closes all his correspondence with the words, "Love 'em and lead 'em" because he under- stands that encouraging the heart is essential if leaders are going to be ef- fective in motivating others to achieve their full potential and help organiza- tions achieve their goals. Numerous studies make it clear that recognizing their good work and ac- complishments motivates people and increases their engagement in their organizations. People want to know they matter, that their work is appre- ciated, and that their co-workers and superiors value and care about them. Picture a world where every leader demonstrates care, compassion and encouragement, where people are united through love. The Golden Girls' theme song says it best: The road we travel together symbolizes the rela- tionships we build with one another. That road may be rough and rocky at times, but in the end it is the mutual respect and caring we show one another that supports us on our journeys. I believe that it is our job as lead- ers to help make the road of life more beautiful through acts of loving kind- ness. Encourage people's hearts as the Golden Girls and the women in my family did. Show everyone how excep- tional and talented they are. They will thank you for being a friend! Andre Santiago is a senior program director at Leadership Greater Hartford. HARTFORDBUSINESS.COM POLL LAST WEEK'S POLL RESULT: NEXT WEEK'S POLL: Should Connecticut legalize recreational marijuana? To vote, go online to hartfordbusiness.com BIZ BOOKS How to capture attention, build trust, and close the sale By Jim Pawlak "Sell with a Story — How to Capture Attention, Build Trust, and Close the Sale" by Paul Smith (AMACOM, $24.95). Buying decisions aren't all about the "numbers." Emotions play an important role, too, because they solidify the prospect's thinking about the problem and create a personal connection to the salesperson. Both of these sell the numbers. How do you sell to emotions? Through stories. People see themselves and their roles when stories are told. A prospect's stories provide content and context for a sales story. They provide a salesperson with an understanding of the prospect's link to the situation. How do you get a prospect to tell a story? Ask open-ended, "describe an event/day in the life," questions like: "When did you know you had a real problem on your hands?" and "What are the effects of the situation on the various departments and staff involved?" With their stories in mind, the salesperson can draw from various types of sales stories that connect to the prospect. Here are three: "Why I do what I do" stories will influence a buyer's trust in you. When you're passionate about how you chose your profession and employer, you'll pass the "sniff" test with flying colors. "I'll tell you when I can't help you" stories speak to honesty. Trying to fit square pegs and round holes won't work. Prospects will appreciate that you won't try a "guinea-pig" solution. They'll also remember what you can do, which will likely lead to a call when there's a match. "I'll go to bat for you with my company" stories deal with handling disagreements. Often, such situations aren't directly connected to the salesperson (e.g. quality, installation, warranty, post-sale services, etc.). Buyers want a sales rep who will weigh both sides and help resolve the problem. Two things to remember about story delivery: 1. It shouldn't come across as memorized. 2. It should maintain a conversational tone. Should the state legislature adopt paid family medical leave? 67.2% No 32.8% Yes READER COMMENTS: "Leave such decisions between employer and employee." "No. There are small to medium Connecticut businesses that just cannot afford to be required to give this employee benefit." "This state's employers are already paying considerably more than others! We cannot survive if anymore costs or benefits are imposed on us. Small employers will go out of business and large employers will leave this state!" Andre Santiago Jim Pawlak Book Review

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