My recent and very informal survey work is complete, and I am ready to share the findings. The most frustrating thing on the planet is those AI bot driven Interactive Voice Response systems, that you encounter almost every time you call a large organization for some kind of service. Press 1 to be merely annoyed. Press 2 for a more extensive waste of time. Press 3 for pull your hair out, complete frustration. And of course… to repeat these options please press the pound key!
Have any of you ever encountered this and ended up ready to throttle the live agent, should you ever find the way to reach one? Whether you run a global conglomerate, a regional health care system, or a local soup kitchen, you might want to think about how you actually interface with those you are trying to serve. And some bright and shiny, supposedly cost-effective, even very human-sounding bot may not be the best answer.
The foundation of leadership is relationships, whether your leadership is of people in your group or department, or customers, patients, families, or whomever outside the organization. Placing barriers between them and you is never a good idea. If you want them to willingly come join you, rather than feeling coerced into having to deal with you, your interactions must be “relational,” not simply transactional.
BTW, dealing with a very aloof or indifferent boss can feel very similar to communicating with an IVR system. Here is what the response might sound like when you attempt to bring forward a really important matter to this kind of boss.
If you are having problems of any kind with people, press 1 for HR. If you are having problems meeting the goals you are being paid to achieve, press 2 for Training. If you are experiencing any personal struggles, press 3 for EAP Counseling. For all other matters, press 4 to contact my virtual assistant who will properly record and file your concern. To disconnect, press any other key.
Exaggeration aside, this is the impression people can be left with when there is no concern for relationships.
Be reminded that if your own behavior is merely transactional, you should expect a lot of frustrated, even angry people around you, rather than devoted followers. Leadership is an affair of the heart. Make sure you are always a role model in bringing that indispensable power of heart into all your human interactions.
Lead on!
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