In a previous article, Leading with Heart: The Power of Compassionate Leadership, it was mentioned that some individuals, misunderstanding the intentions behind this human-centered management approach, believe that serving employees means pampering them and turning the workplace into a “Country Club.”
First, I would like to express my gratitude to those who have shared this misunderstanding with me.
Why?
It has allowed me to realize that to effectively promote compassionate leadership, it is essential to take the time to explain this approach.
This starts with educating employees, managers, and organizations on the principles behind this method. It becomes possible to articulate the benefits of servant leadership and its impact on both managerial and employee responsibilities (because the manager is not the only one who must adjust their approach in this type of management).
This reaffirms the need for a solid communication plan discussed in the previous article and to be rigorous.
Rigor always overcomes obstacles. – Leonardo da Vinci
Even people who doubt your intentions and your approaches.
The “Country Club” Misconception
Let’s first dismiss the incorrect notion of a “Country Club,” as it is entirely inaccurate. When the servant leader also acts as the team manager, this is compassionate management. The key term here is “management”, which implies that the leader must guide and oversee their team. This includes, among other things:
- Knowing the team’s assigned tasks and mandates
- Assigning tasks to team members
- Setting expectations:
- Ensuring a safe work environment for all
- Meeting quality standards for services or products
- Respecting deadlines
- Instilling respect as a core value among team members and toward the manager
- Ensuring punctuality and adherence to break schedules
- Educating employees on the importance of feedback and suggestions for continuous improvement
- Communicating the consequences of failing to meet responsibilities and established rules
- Ensuring the team operates effectively and taking necessary measures to address deviations
Thus, by serving their team, the manager must still supervise the work under their responsibility to maintain their role and effectively serve the interests of both the organization and its employees.
Servant Leadership
Servant leadership is simply the means to achieve effective management. By positioning themselves as a resource for their employees, the servant leader ensures their team has all the tools and knowledge required to complete daily tasks.
They assess team members’ potential to assign roles effectively while understanding individual ambitions and limitations.
The servant leader steps back, allowing employees to shine. They create a trust-filled environment where mistakes are acceptable, and creativity is encouraged.
In summary, they relinquish control over the how of tasks being done, remaining a resource accountable for final results but unconcerned with the exact method employees choose—provided it is safe.
By explaining to employees that you remain responsible for the final results, you greatly reduce their stress. Clarifying that they can choose their own methods to achieve desired outcomes gives them the freedom to use their expertise and creativity to succeed.
It’s vital, however, to clearly communicate that you will monitor their progress—not to micromanage, but to support them and ensure deadlines are met. Clear communication helps them understand your aim is to ensure their success, not to hover over their every move.
Lastly, inform them that in case of errors, you will take responsibility as a manager involved in the process. Afterward, you will discuss what went wrong and determine steps to avoid future issues.
By protecting your employee, you give them the freedom to make mistakes and learn from them. By debriefing with them to identify what happened and implementing corrective actions, you instill accountability. This accountability is one of the keys to enabling your team to grow.
Compassion and Accountability
Compassionate management does not mean protecting employees in all circumstances. You must establish behavioral expectations as any good manager would. If employees choose not to respect these expectations, you must act promptly to address the situation.
This typically involves:
- One or two meetings with the employee to understand the situation and reiterate expectations
- Escalating disciplinary measures if no change occurs
- Ultimately, termination
Compassion and serving your team also involve rigorous management of deviations and removing team members who fail to adhere to directives.
By acting quickly, you demonstrate seriousness and send a clear message to your team:
- Goals must be met
- You will work with them to create a positive work environment
- You will support them
- You will help them grow
- But you also expect collaboration and appropriate behavior
A Personal Testimony of Servant Leadership
Allow me to conclude with an example from my experience as a production manager.
During one of my floor rounds, I noticed an employee—whom I had already spoken to multiple times about respect and proper communication—still not meeting my behavioral expectations.
Being human and hoping for a quiet night (I was working the night shift ☹️), my first instinct was to avoid the situation and pretend I hadn’t seen anything. Three steps later, I told myself: It’s my job to address this and ensure respect within my team.
Also, employees, like children, constantly test boundaries. If I didn’t intervene after clearly witnessing their behavior, it would signal my acceptance of it.
Absolutely not!
I approached the employee and asked him to follow me away from the production line for a conversation. It’s always essential not to address such matters in front of colleagues.
(Side note: While avoiding public reprimands is critical, immediate action in front of the team is necessary if an employee directly disrespects you. React calmly but firmly, stating the matter will be clarified later. Address it that same day. This sends a strong message to the group without engaging in a counterproductive argument.)
Returning to the employee, I asked why he behaved that way, reminded him of our previous discussions, and reiterated my expectations for respectful behavior. I asked what he planned to do to meet these expectations and what support he needed from me.
I explained that I would document the incident and expected to see improvement.
As you can see, I maintained my managerial position, ensuring the employee understood his misstep and my expectations. I did so respectfully, seeking to understand the root cause while offering my support.
This type of intervention fosters accountability and ensures team cohesion. Even though other employees did not hear the content of our discussion, they noticed my proactive approach and the subsequent behavioral change.
Conclusion: Servant Leadership, Not a Country Club
One of the best ways to serve your team is to ensure managerial expectations and required behaviors are upheld. This provides employees with a clear framework and enables team growth.
A “Country Club” is a place where actions are driven solely by the desire to enjoy oneself.
Servant leadership is a compassionate management process where you serve others to create a positive work environment. Through respect, collaboration, and accountability, this approach allows your team members to grow and your organization to achieve its objectives—all while fostering a joyful atmosphere.
Discover the 5 Must-Ask Questions for Happy Teams
Do you want to better understand what motivates your team members and could help you create a happy team? My practical guide, 5 Must-Ask Questions for Happy Teams, is designed to provide you with simple and effective tools to:
- Create a climate of trust within your team
- Identify the true needs and aspirations of your employees
- Encourage meaningful conversations that foster collaboration
- Boost engagement and collective performance
- Anticipate and resolve challenges before they become obstacles
Carl-Michael Tessier
Coach in high-performance team development and tailor-made support
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