Your team probably shares information well. They teach new reps how to use the CRM and submit orders. But what about things that are harder to teach — like how to calm a frustrated client or what to do when something goes wrong? Many teams overlook this kind of wisdom transfer.
Dr. Marcia Dawkins and Dr. Daniel Smith, both research professionals at the Center for Creative Leadership, say many organizations focus on sharing information but overlook the wisdom that comes from the experience. In this issue of PromoPro Daily, we share their thoughts on how to ensure important lessons get passed along.
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- Observe decisions as they happen. Dr. Dawkins and Dr. Smith say emerging leaders need regular opportunities to see how things happen in real-time. This allows them to see what’s happening beneath the surface of a conversation. They recommend mapping the highest stakes decision-making moments for the up-and-coming leaders on your team and asking who’s in the room now and who should be there.
- Communicate continuity through transitions. If you’re facing some change within your organization, you may want to be intentional about forming what Dr. Dawkins and Dr. Smith call a “wisdom council.” This group can ask collectively who your company is, what you’re becoming and what you must carry forward. Before your next leadership transition, they recommend identifying who holds the memory of why your organization is what it is and confirm they’re in the room.
- Foster developmental relationships. According to Dr. Dawkins and Dr. Smith, wisdom grows fastest between people who trust each other enough to be honest, and developmental relationships are often the primary vehicle for wisdom transfer in organizations. They say this is where emerging leaders receive their most valuable guidance before pursuing and assuming new roles.
- Map influence network. Wisdom transfer doesn’t follow the organizational chart. Dr. Hawkins and Dr. Smith say it lives where leaders are most connected to multiple stakeholders and perspectives. They suggest mapping your company’s influence network and asking where wisdom is concentrated, where it’s flowing and who carries it that your organizational chart doesn’t show.
The best lessons aren’t always written down. They’re sometimes shared through conversations or sitting alongside someone and learning from them. When you give your team opportunities to pass lessons along, everyone gets stronger.
Compiled by Audrey Sellers
Source: Dr. Marcia Dawkins, senior research scientist at the Center for Creative Leadership, and Dr. Daniel Smith, research associate at the Center for Creative Leadership.
