Bad Leader Chronicle: Toxic Leader

#ambersbadleaderchronicles

My goal is to share brief stories about ineffective leaders with practical tips on how to apply highly effective behaviors & skills.

Recently, a client emailed me a lengthy email thread between her and her boss and asked me for advice. I was APPALLED at the level of unprofessionalism and the lack of character her boss exhibited. The boss is at the top of the organization, reports to the Board and my client is their direct subordinate. 

In an effort to keep things confidential for my client, as she fears retaliation from this toxic boss, this will be more on the vague side. We’ll say that my client made a customer service-focused decision that to me seemed very rational, pragmatic, logical, and beneficial for the organization. Her boss, however, did not agree…. and told their employee multiple times in an email thread that they did not support her decision, that their employee did not have the authority to make decisions, and that “if asked by the Board I will inform them you did this without asking me first.” 

EEEEEEEEEEEEEEEK. Really?! I am so discouraged to see these leaders out there. How toxic and unhelpful is this statement…. 

What would a highly-effective leader do in this situation?

✔️ They would have supported the employee in front of the Board member… potentially saying something to the Board member like “As a leader, it’s important to me to empower my team to make decisions and my employee is aiming to provide a high level of customer service. I support my employee’s decision on this.”

✔️ They would have been open to feedback on how to improve the process and discussed what customer service looks like to all stakeholders. 

✔️ They would have listened with the intent of seeking to understand, not passing judgment, criticizing, or making assumptions about personal attacks.

I would like to say: mega props to my client for exhibiting nothing but professionalism, maintaining her cool, and being the ‘bigger person’ during the exchange.