20. Tune in to MMFG-AM
MMFG-AM stands for "make me feel good about myself." Everyone enjoys the sense that they make a difference. Everyone wants to know that their work and accomplishments matter. Mark Twain said, "I can live for two months on a good compliment."
Master leaders build rapport when they tune in to their followers' need for appreciation and recognition. People often complain to me that they only get attention when things go wrong. Recognition for work is a key motivator and rapport builder.
Shari Holloway, desk supervisor for American Airlines at the Raleigh-Durham (RDU) airport, frequently models this skill. I fly in and out of RDU several times per month. I frequently observe Shari while I'm waiting on line to check in for my ...
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