Embed Size (px)
Citation preview
Strategic Leadership Seriesby Empathic Consulting
3. Balancing service & structure strategies
Daniel Murray
CEO, Empathic Consulting
Strategic Leadership Series
The objectives of this 4 part series is to develop
simple tools and clear frameworks that give
Advisors a strategic advantage in their business.
Empathy – People – Leadership
1.Start by killing the Busy work
2.Empowering People & Partners for success
3.Balancing your Service & Structure Strategies
4.Tools to build & use Conscious Curiosity
Balancing service & structure strategies
Systems Service
If it’s not on it didn’t happen
Heart rate monitor
Smart Watch
Cadence Monitor
GPS Tracker
Go Pro
“Isn’t it dangerous?”
Thailand roads
Australian roads
Systematic
Chaotic
Chaotic
Systematic
Chaotic
Systematic
Supportive
Narcissistic
Chaotic
Systematic
Supportive
Narcissistic
Friendly, caringunreliable, inconsistent
Reliable, consistentcold, self-centred
Heartless, ruthlessgreedy, exploitative
Friendly, caringunreliable, inconsistent
Reliable, consistentcold, self-centred
Chaotic
Systematic
Supportive
Narcissistic
Chaotic Systematic
Narcissistic
Supportive
Reliable, responsiveserving, empathetic
Heartless, cunninggreedy, self-centred
Friendly, caringunreliable, inconsistent
Reliable, consistentcold, self-centred
Trust is the
magic sauce1 Authentic
Clear
Capable
Empathic
ACCE Trust model
Authentic
Authenticity
Tips for building trust through authenticity:
1. Vulnerability – be open in sharing your weaknesses
2. Courage - to say and do what you believe in
3. Modelling – be the person your people would like to be
4. Stay Real – share your emotions and beliefs
Clear
Being Clear
Clarity
No Jargon
Double Check
Question
Capable
Empathic
“Get the other person's
point of view“ - Ford
Learn from
your clients
Consistency is key
2009 2014 2017
4,000
30,000
7,000
“Tell me more
about that…”2
Balancing service & structure strategies
Identify what annoys your customers - improve
Actions
Explore what delights your customers - inspire
Create an experiment to test new strategies
Build systematic ways to better understand clients
Notes & References
1. Simon Sinek on Service, Authenticity & Trust - https://www.youtube.com/watch?v=N5rB3-9Vuvg
2. Empathy in Financial Services - https://www.youtube.com/watch?v=3hoM5ly2igk
Empathic ConsultingEmpathic Consulting exists to drive performance through understanding,
compassion and connection powered by empathic leaders.
For more information see:
• Our website - www.empathicconsulting.com
• Email questions – [email protected]
• Connect on LinkedIn - https://www.linkedin.com/in/daniel-empathicconsulting/
• Read our articles - https://www.linkedin.com/in/daniel-empathicconsulting/detail/recent-activity/posts/
