Learning by Observing

We all learn in different ways (BTW, do you know how you learn?), and mine is by reading and observation (specifically observing leaders that I admire). One of the things I practice is to observe how leaders run the Q&A part in a townhall/allhands meeting. When someone asks a question in, I try to see how I’d answer the same and then compare with the answer the leader gave and check the difference. In most cases, I’d have given out the same content, but the difference lies in sequencing, choice of words, tailoring to the audience, maintaining composure etc., I’ve learnt quite a lot this way and continue to learn. Do try it out next time, I’m sure you’d learn something. 

Yesterday, I got an opportunity to learn from a senior leader. I know this leader ever since I joined National Instruments. He taught me our standard leadership course during my first year and his class inspired me to become a facilitator myself. In yesterday's class I noticed the following:

• He was not rushing to answer. He took time to phrase it correctly (couple of times he did tell that he is thinking on how to put it concisely). It was a very tricky meeting in that one or two incorrectly phrased sentences or wrong choice of words had a potential to create unwanted confusion.
• He was repeating the questions or rephrasing it (particularly when people meandered with their questions) before answering. This (repeating the question) is a great technique in that it helps in multiple ways:
• It helps others also to understand the question correctly. Specifically important in conference calls involving many sites
• It makes sure that we have correctly understood the question and gives us a choice to correct ourselves if we have misunderstood the question and started on a lengthy sermon for a question that was not asked
• It allows us time to frame the answer (common mistake many of us make is to start framing the answer before we completely hear the question)
• In few cases it also helps the questioner to get clarity and actually get what they exactly wanted to. We saw examples of these through the Q&A

• He kept an eye on the time, but we didn't get an impression that he was rushing 
• His answers were very precise. He didn’t disclose anything he was not supposed to. Didn't make any commitments he could not have made. He was open in admitting he cannot give the answer or do not have the answer. He also said why he’d not disclose the answer
• He was humble to acknowledge things he was not aware of 
• He did a great job in representing the corporate, was very respectful about the sites and local issues
• Frequently he was drawing the senior folks of the site to bring in local examples.

• Above all, the preparation was important too:
• He came to the stage about 30mins before the scheduled talk, made sure his laptop, mic etc., were all working. This allowed him to be in a relaxed frame of mind when the meeting actually started
• He had a printout of the slides and had made some notes in it and was frequently checking the notes to make sure he didn’t miss anything. 
• He had a print out of the questions that came in email and that helped him to answer them all without having to rely on the memory
• He also had a print out of the FAQ, he glanced at it again and made sure everything was covered.
• Knowing this leader I’m sure he’d have rehearsed it multiple times

Do not discard these as they seem like little things. These seemingly small little things are the ones that would add up. Afterall, excellence is doing ordinary things in an extraordinary way. 

Love to hear other things you might have observed.