In this day and time, our organizations need more leadership from our managers than ever before. Leadership is a rare skill. Everyone has leadership potential. Leaders are born, not made. Leadership can be learned.
Leaders are charismatic.
Leadership exists only at the top of an organization. We need leadership in every single unit, at every level. The leader controls, directs, prods, manipulates. Leadership is not so much the exercise of power itself, but the empowerment of others. Total Customer Service cannot be brought into reality without leadership.