In another division, Janice was also promoted from her group to be the supervisor. On her first day, she held a meeting and laid out her expectations.
“My top priorities are: (1) we meet our quality metric 100% of the time, (2) meet 98% of all deadlines, (2) improve customer satisfaction scores by 15%, and comply with all attendance and safety policies.”
Performance in Ellis’ group actually declined. One employee said, “Some just waited to be told what to do; others more or less plodded along with half-hearted efforts.”
By contrast, one of Janice’s employees reported. “We all knew what she expected and we stayed focused. Both performance and morale soared.”
As the late General Schwarzkopf said, “When placed in command, take charge.”
This does not mean that you know everything, refuse to listen, rule by fear or turn into a dictator. It does mean that you should have a plan, be clear, stay humble, listen and act like a leader—a good one.