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I spent more than four hours  listening in to client support calls at the call center.  I shared headsets with many of the team, moving from desk to desk to speak to the reps. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job.

I made this my priority partly because I wanted to know what customers were saying—but also to make an internal statement.

Without trust, it is very unlikely you will learn the truth on what is really going on in that organization and in the market place. 

Trust trumps all – Trust is the bedrock of any successful relationship, and when it comes to leading in a social world, it’s doubly important.

Freely share your expertise – Social leaders share their expertise freely without expecting anything in return. You get what you give in the social world. If you’re generous and gracious, people will be generous and gracious in return.

Leverage the expertise of your network – Social media has allowed us to connect one-on-one with experts in virtually any field anywhere in the world. Leaders no longer hold all the information and answers in today’s workplace. Your employees can acquire the information they need nearly instantaneously through their social media networks.

a hybrid teacher role as Data Strategist. I was charged with the task of organizing the various data points that, taken collectively, offer useful clues about student achievement, progress, and deficiency. The data lens could zoom out to a schoolwide perspective that might inform staff development planning, narrow to a classroom or grade-level view offering insight on skills requiring remediation, or focus on a single student being considered for referral to the school psychologist for a learning disability.

There is growing evidence that teacher empowerment as school leaders is linked strongly with teachers' tendency to engage in behaviors that accelerate student growth: soliciting parent involvement, communicating positive expectations, and being willing and able to innovate in the classroom.

In addition to measurable student impact, teachers that lead schools are better equipped to guide their own professional development, share their expertise, and develop explicit and implicit systems of accountability, while experiencing more respectful, trusting, and professional cultures.

Be a leader that strengthen the mission AND the team.  It’s wrong to live in a state of constant urgency, if that’s the scene, something’s wrong.

1.  Strategize Failure

Be frank about what can be lost without sacrificing your mission.  Candor strengthens resolve.

A connected educator: Believes in sharing and collaboration Uses technology and its connection to other educators to learn and teach Practices and models lifelong learning, which is often a concept professed to students as a goal of education Uses the tools of technology to personalize his or her professional development Is a relevant educator, willing to explore, question, elaborate, and advance ideas through connections with other educators If not comfortable with new technology, still shows a willingness to explore its use Views failure as part of the process of learning May put creation over content, and relevance over doctrine.

The real commonality of connected educators is their use of technology to collaborate in the pursuit of lifelong learning.

Through one-on-one conversations and small-group chats, he created real, personal connections with many of the nearly 200,000 people who made his business run and gathered valuable information about their work and the hotels in the process.

Create a safe space for sharing.

Meet employees where they are.