I just finished reading a fascinating piece about identifying informal leaders in organizations. The article was full of data and strategic frameworks, but it missed something crucial: the most insightful leaders in any organization are often the ones without corner offices.
Let me tell you about Maria. She’s been running our office’s cleaning staff for 15 years, and last week she taught me more about leadership than my last three management seminars combined.
I was working late (again) when Maria stopped by my office. “Ms. Kay,” she said, “I notice things.” She went on to tell me how she could predict which projects would face challenges just by looking at the meeting rooms after brainstorming sessions. Organized chaos with lots of sticky notes? Usually successful. Pristine conference rooms with untouched whiteboards? Those teams were too afraid to think outside the box.
Then there’s Tom, our parking garage attendant of 20 years. He once casually mentioned how he could tell which executives wouldn’t last by the way they drove into the garage on their first day. “The ones who don’t wave back?” he told me, “They never learn to connect with their teams either.”
But perhaps my biggest leadership lesson came from my executive assistant, Sarah. After a particularly tense meeting, she gently pointed out that the most resistant team member always crossed his arms whenever someone mentioned budget changes. Thanks to her observation, I restructured my next presentation to address financial concerns upfront. The project was approved unanimously.
The HBR article talked about influence maps and organizational networks, but here’s what I’ve learned: real organizational wisdom often comes from the people who quietly observe while keeping our companies running. They see us at our best and worst, track our patterns, and understand office dynamics better than any management consultant ever could.
So here’s my challenge to you: When was the last time you really talked to your office’s support staff? Not just a passing “hello,” but a genuine conversation? Because while we’re all busy reading leadership books and attending executive seminars, the real masters of organizational behavior are hiding in plain sight.
Some practical tips I’ve learned:
- Learn the names of every support staff member on your floor
- Ask your EA’s opinion about team dynamics – they see everything
- Pay attention to who keeps their spaces tidy and who doesn’t – it says more than any personality test
- Notice who remembers to refill the coffee maker – they’re often the same people who remember to follow up on projects
The next time you’re looking for leadership insights, try having coffee with your building’s maintenance supervisor. You might be surprised by what you learn about your organization – and yourself.
Until next time, Kay
P.S. Maria was right about the sticky notes. Our most successful product launch this year came from the team that left the messiest brainstorming room I’ve ever seen.
