There are those who think that leading with heart means that anything goes, that the environment is one in which everything is “soft,” the rules are relaxed and all is tolerated or, at least, forgiven.
But that is not the case. At all. Expectations remain high, for ourselves and for our teams. We reward the positives and address the negatives and accountability is an enduring and understood concept.
When I talk about heart, when I think about what leading with heart means, it is based on wanting to connect with the team as individuals, to have them know and recognize that they are valued. It is about engaging each person and building their desire to achieve and to succeed. When we are seen, when the spotlight is on us, most of us want to shine and will strive to do just that.
But, we are human beings and we are all different. And there are those who, for whatever reason, make choices that have a negative impact, both on the organization and, ultimately, on their career.
While the first objective, when possible, is to “save” the person, educate them, give them another chance, that is not always possible. Sometimes the offense is too severe and requires action. Sometimes the individual cannot break their patterns and no amount of coaching, understanding or training changes that.
Seeing someone fail in that way is painful for the leader as well. When you encounter a long term employee whose behavior has changed in a damaging way, or they persist in not telling the truth, even when the truth is clear and incontrovertible, or when they put others at risk, action must be swift and decisive.
Leaders will sometimes be disappointed or betrayed by those they have trusted and relied upon. Like it or not, that is inevitable. But if we lead with heart, we learn what we can from each situation and we use it as we move forward—with our hearts still intact and committed to those we lead and those we serve.
Leading with Head and Heart 