I work with organizations and teams that have a strong desire to operate at top performance. While there are many attitudes, skills, and behaviors that need to be in place, one attribute that is often overlooked is being approachable. In his classic book, “How to Win Friends and Influence People”, Dale Carnegie said, “The expression we wear on our face is more important than the clothes we wear on our back.” What is the expression on your face at rest? Is there a sparkle to it, or do you tend to have a more stern look. Here is a story for you:
Many years ago, I was facilitating some leadership training, and the class consisted mostly of small business owners. Cliff was one of the owners. He ran an HVAC business, and years ago he was struggling to motivate his team. A friend made a suggestion: “Why don’t you change the expression of your face at rest? You will find your people are more comfortable approaching you. Right now, it seems like they are avoiding you”. Cliff took the suggestion to heart. It was hard to get into the habit of always having a pleasant expression. He stuck with it, It was two years before he firmly formed the habit. It paid off. He said it was the most important decision he had even made since going into business. As more people approached him, the communication opened up. With more communication came more teamwork and problem solving. Think about it. When you go in to a store, and everyone is smiling, take note of the boss. He or she is probably smiling. Conversely, if you walk in and see glum looks on everyone, take a look at the person in the mezzanine. Be prepared for Mt. Rushmore!
