Competent Leadership, Cohesive Teams
When Leadership Breaks Down
This morning, I read this from Sun Tzu’s The Art of War:
“If one ignorant of military matters is sent to participate in the administration of the army, then in every movement, there will be disagreement and mutual frustration, and the entire army will be hamstrung…”
Sun Tzu is clear: leadership only works when the person in charge knows what they’re doing. If a leader doesn’t understand the work or how to guide their team, things start falling apart—slowly at first, and then all at once.
Imagine The Maple Valley Inn, a cozy retreat with glowing fireplaces, freshly baked scones, and the kind of service that turns first-time guests into lifelong customers. Guests arrive expecting the personalized experience they’ve read about in glowing reviews. But lately, things feel off. Rooms aren’t ready on time, repairs are taking days, and the little details that made the inn special—like handwritten welcome notes and perfectly fluffed pillows—are being overlooked.
Here’s what happened: The owner promoted their loyal front desk supervisor to operations manager, but they weren’t prepared for the role. They didn’t know how to schedule housekeeping effectively, leaving rooms unready for guests at check-in. They weren’t communicating well with the maintenance team, leading to delayed repairs on broken room heaters during a cold snap. Guests started complaining about dusty shelves, broken lights, and cold rooms—details that once made the inn shine now make it feel neglected. Frustration grew among the staff. Housekeeping and maintenance felt like their work wasn’t valued, and communication between departments became strained, with team members blaming each other for the growing list of issues. Guests who once raved about the inn started leaving lukewarm reviews.
Sound familiar? Poor leadership isn’t just inconvenient—it can wreck a business.
Let’s talk about how to fix it.
What Happens When Leaders Don’t Understand the Work
A leader who doesn’t understand the work their team does can’t make informed decisions. They miss critical details, frustrate their employees, and create problems instead of solving them.
Example: At Sunflower Boutique, a new manager took over without knowing how inventory cycles affected scheduling. They ordered too much during slow months, cluttering the backroom, and not enough during sales events, leaving shelves empty. Staff spent hours searching for products, and customers walked out empty-handed. After working alongside the inventory team and learning how purchasing decisions impacted operations, the manager started planning smarter. Sales improved, employees felt less overwhelmed, and customers returned for the smooth shopping experience.
What to Do:
- Have new leaders work alongside their teams to understand daily tasks and challenges. For example, a new retail manager might spend a week helping with inventory checks and customer service to see how everything fits together.
- Provide specific training tailored to their role, not just general leadership advice.
Challenge: Ask your leaders: What’s one aspect of your team’s work that you don’t fully understand? How can you learn more about it this week?
Avoiding the Trap of the Peter Principle
You’ve probably seen it happen before: someone gets promoted because they’re great at their job, but the skills that made them successful aren’t the same ones they need to lead. This is the trap of the Peter Principle—rising to the level of incompetence. Without support, these leaders end up overwhelmed, and their teams pay the price.
Example: At Bright Horizon Services, the best technician was promoted to team leader. But instead of delegating tasks and resolving disputes, they micromanaged projects and avoided difficult conversations. Frustration grew as technicians felt undervalued and communication broke down, leading to missed deadlines. After leadership training focused on delegation and conflict resolution, the team leader became more confident, rebuilding trust with their team and improving productivity while turning things around for their clients.
What to Do:
- Before promoting someone, evaluate their leadership potential. Are they ready to manage people, not just tasks? Look for skills like communication, empathy, and problem-solving, not just technical expertise.
- Use trial periods or temporary leadership assignments to test leadership responsibilities before committing to the role.
Challenge: Think about your most recent promotion. Did you give that person the tools and training they needed, or did you just hope they’d figure it out?
Training Turns Potential into Results
No one is born knowing how to lead—it’s a skill that has to be developed. Even the most promising leaders need support to grow. Leadership isn’t about knowing all the answers—it’s about learning how to guide a team effectively.
Example: At Hearthstone Café, a shift supervisor struggled to manage the team during busy mornings. Orders piled up, tempers flared, and customers noticed the tension. They started complaining about the slow service. The shift supervisor didn’t know how to create a prep system that worked. After receiving training on time management and learning how to assign roles based on strengths, they introduced a plan that streamlined morning routines. The chaos disappeared, employees felt more in control, and customers noticed the friendlier, faster service.
What to Do:
- Offer training focused on real challenges, like time management or conflict resolution.
- Pair new leaders with mentors who can help them navigate the challenges of their role.
Challenge: What’s the biggest challenge your leaders face right now? Create a plan this week to help them overcome it.
Collaboration Creates Stronger Teams
When leaders bring their teams together, everything gets better—communication improves, problems get solved faster, and morale goes up. Collaboration doesn’t just make work easier—it makes it better.
Example: At The Maple Valley Inn, the operations manager introduced weekly meetings with housekeeping, maintenance, and front desk staff. During one meeting, they uncovered a recurring issue: rooms weren’t being cleaned on time because maintenance schedules weren’t being shared. Housekeeping schedules didn’t account for maintenance repairs, causing delays in room readiness. By coordinating repair work and cleaning schedules, the team reduced delays and created a smoother experience for guests. Guests who once complained about waiting for their rooms started leaving glowing reviews about the seamless service—clean, well-maintained rooms ready on time.
What to Do:
- Encourage leaders to host regular team check-ins to address issues and pain points and brainstorm solutions.
- Foster cross-department collaboration with joint projects or shared goals.
Challenge: Look at your business. Where are teams working in silos? Pick one area to improve collaboration and take the first step this week.
Clear Communication Builds Trust
When leaders communicate clearly, employees are more confident because they know what’s expected, feel supported, and avoid unnecessary mistakes. Communication isn’t just about talking—it’s about making sure everyone’s on the same page.
Example: At Bright Horizons Daycare, the new center manager struggled to keep parents informed about scheduling changes. Missed updates led to frustrated parents and lower enrollment. Meanwhile, staff didn’t feel equipped to handle complaints. After implementing a system for regular parent updates and holding weekly staff check-ins, communication improved. Parents appreciated the transparency, and staff felt more supported, leading to better engagement and higher enrollment.
What to Do:
- Set up systems for regular updates, like daily check-ins or a shared project board.
- Ask employees: What’s one thing you’d like us to communicate better?
Challenge: Spend 15 minutes this week asking your team: What’s one thing I could explain more clearly to make your job easier?
Equip Leaders with the Tools They Need
Even the best leaders can’t do their jobs without the right resources. Tools like scheduling software, inventory systems, or clear protocols aren’t just nice to have—they’re essential. . Imagine asking someone to fix a car without giving them the right parts. That’s what happens when leaders are expected to manage without proper resources.
Example: At Winterberry Candle Co., an inventory manager struggled to keep up with demand during the holidays. Without proper software, they relied on handwritten notes, leading to over-ordering for spring and under-ordering for the holidays. Customers left disappointed, and sales suffered. After implementing an inventory system and providing training, the store avoided stockouts the next year, and holiday sales hit an all-time high.
What to Do:
- Ask leaders what’s making their job harder than it needs to be and take action to fix it.
- Invest in tools that make leaders’ jobs easier, whether it’s scheduling software, communication platforms, or better training materials.
Challenge: This week, ask each leader: What’s the one tool you need right now to do your job better? How would it help you do your job better?
The Path to Better Leadership
Imagine your business running smoothly because every leader knows how to guide their team, solve problems, and keep things moving forward. Employees trust their leaders and feel supported. Customers notice the difference in how smoothly things run and how engaged your team is.
Great leadership isn’t about having all the answers—it’s about creating an environment where people can do their best work. When you invest in leadership, you’re building a stronger team, a better culture, and a business you can be proud of.
Key Takeaways:
- Leadership isn’t about titles—it’s about understanding, communication, and trust.
- Investing in leadership training and tools creates a ripple effect that benefits your whole business.
- Great leaders don’t just solve problems—they inspire their teams to do their best work.
Your Next Steps:
- Evaluate your current leaders. Do they have the tools and training they need to succeed? Where are they thriving, and where do they need more support?
- Take one specific step to improve leadership this month, whether it’s offering training, providing a new tool, or improving communication.
- Don’t wait—start today. Take the first step today to build a stronger team and a better business. Better leadership starts with you.
When you invest in great leadership, you’re investing in the future of your business. Make it count.
