The tone setting competencies of openness, availability and visibility incorporate communication tone, situational responses, timing and physical environment.

Openness describes your approachability as a leader. Are you open to questions, comments and ideas in a one to one environment? Are you dismissive or are you accommodating? Openness is also one of the core service qualities associated with effective leaders. Leaders with a genuine heart for service and care for their team will often be more open and approachable.

The first step in achieving openness is to carefully manage your response to requests for your time. This is much more about your tone you choose rather than the words you use. When interrupted, you need to insure that you do not sound hurried or aggravated. Although the interruption is not the most important thing going on with you, it is the most important thing going on with your team member. Be polite, appreciative of their time and control the urge to hustle them through a response. The hurried or huffing response is a complete openness killer.

Another dynamic of openness is the response to ideas and suggestions. It is extremely important not to be dismissive of any idea, no matter how unrealistic it might be to implement. Thank people for their idea, commit to think about it and encourage them to keep thinking and coming up with ideas. One surefire way to keep ideas from coming to you is to dismiss one in a patronizing manner. One more idea flow killer is to constantly reply in a justifying manner that includes responses that you are aware of it and that you are already working on it. That sends the message that you are all seeing, all knowing and on top of everything and there is no need to share future ideas or suggestions with you.

As a competency, availability is much more physical and logistical than it is attitudinal. Beginning with the work environment, availability is greatly hindered when your desk or workspace is setup in a way that puts your back towards people. Many of your team member will pass by and dismiss any interaction with you because you look busy. With you facing forward, many more people will stop and interact. The long term value of this is the flow of direct and accurate information to you will be much greater and your ability to evaluate the culture and tone for the environment will be much more accurate.

Availability is also about your approachability in informal settings. If you are only seen with a phone in your ear or responding to email on your PDA, your availability is hurt. Another behavior to avoid is the walking in packs syndrome that many manager types embrace. They stroll down the hall in a group of other managers. This will absolutely condemn any approachability from your team. Some of the best interactions and information gathering that you will achieve will be during hallway walks, break periods and other informal settings and you must insure that you appear available during those times.

Some people will misinterpret availability as an opportunity to micromanage. Being available and approachable is not your chance to tell people what to do as much as it is your chance to interact and aid them in finding the correct answers themselves. In another leadership commandment we talk about breeding and not breeding sheep. This will be an important tool set to remember when you improve your availability.

Michael Eisner, the former chairman of the Disney corporation, may have pioneered the programmed and systemic approach to visibility. He calendared a block of time each day to interact with a different area of his company. In some cases, he used more than an hour in this “management by wandering” style. The reason that he performed this ritual was to make sure he was connected to almost all team members in his organization, insure the culture that he visualized was being lived and to improve the accurate flow of information he needed to run the company. His visibility also demonstrated that he was connected to the line level of the operation and that he was in tune with the needs and challenges facing his team members.

No supervisor, manager or executive can lead their area via email or through a spreadsheet. You cannot hide in your office and expect your vision to be realized. You must be the highly visible symbol of everything that you want from your team. They must see you, see your caring and see your engagement for them to be engaged and caring. Over the years we have seen some very stark, and sometimes painful, examples of the difference between the impact of good visible leadership and those environments that only see the leader when something is wrong.

A cautionary note about visibility must be made about the difference between visibility and an inspection tour. Some leaders use the impetus of visibility to note and point out things that are wrong. There are plenty of chances and opportunities for inspections and quality control. When you are working on visibility, you are building relationships, setting the tone, getting to know your team and demonstrating support. After you launch down the path of an inspection tour, you will be amazed at how quickly people will hide from you on future tries to be visible.

From a programmed and systemic perspective, the best way to insure that your visibility remains high is to plan and calendar the activity. No different from any other appointment or calendar entry. Prioritized with the same urgency that you would give any other activity. Some managers, supervisors and leaders will struggle with visibility activities because they do not see it as a productive action. Remember, as a leader, your role is to insure the productivity of others and visibility is an ingredient to their production.

The Great Tone Setting Penalty

As many of you have already figured out, the most difficult challenge associated with all of the tone setting actions is being consistent. Being upbeat every day. Being optimistic, visible and approachable every day. Greeting team members every day. Showing interest, listening and being open every day.

This also leads us to one of the most significant penalties associated with leadership. You don’t get the luxury of having a bad day. We allow our team members to have bad days. We even compromise performance expectations when someone is struggling at home. You don’t get that. Not that you are immune to problems or even feeling ill, you just don’t get to share it with others or intimate you are struggling.

Many leader types come to work no matter what is going on at home or how poorly they feel. One of the most underutilized tools available to a leader is sick time. Compare for a moment the damage you cause by setting a poor tone compared with taking a single sick day to get yourself well. Contrast the poor morale you create when you could take a personal day to get your act together. Stop dragging yourself to work when the long term impact could be significantly bad.