They don't tell how. They set the what, when and where. This is the definition of empowerment. When employees ask for a decision, we tell them to look to themselves and look to the team. I, the executive director, know I don't know many things.
Leaders produce customer service and generate a team of people who support and nurture each other.
Our work today requires people to work in teams, especially in customer service organizations like park and recreation districts. It is essential for team members to be knowledgeable about other team members' roles and responsibilities to broaden their perspective of customer service. The cross-training that occurs within teams enhances our service delivery and creates a broader knowledge base for the employee. People issues are at the core of the Naperville Park District change for renewal. It's the ultimate accountability strategy.