Learn how to improve your image within yoru company and better manage your department by following the Ten Commandments of Leadership.

1. MAILCOM 2012 - Washington, DC. - April 15-18
Course #: LD113
Title: Top 10 Secrets of Leadership
Scheduled For: Sunday, Round 1, (2:00-3:00 pm)
Presented By: James P. Mullan, CMDSM, EMCM, MQC
National Operations Manager - Chubb
Oce Business Services
Marlene O’Hare, CMDSM
Supervisor Office Services
Linde North America, Inc.
Please be courteous to others and switch
all communication devices to silent mode

2. Lead by Example
“Leadership is fairly simple…it
requires us to know the details
of our profession, to truly care
and focus on our soldiers, and
to lead by example.”
Gen. Dennis J. Reimer
MAILCOM 2012 - Washington, DC. - April 15-18 2

3. Lead by Example
• Do the right things right.
• Tell them, show them, and then tell them
what you showed them.
• Be at work before and after everyone else.
• What do you want from your boss?
• What’s the one tip you would give to a
manager just starting out?
MAILCOM 2012 - Washington, DC. - April 15-18

4. Respect and Loyalty are
Inseparable
“Success is the result of
perfection, hard work,
learning from failure,
loyalty to those for whom
you work, and persistence.”
Colin Powell
MAILCOM 2012 - Washington, DC. - April 15-18

5. Respect and Loyalty are
Inseparable
• Follow the Golden Rule – “Do unto others as
you would have them do unto you.”
• Give people a sense of importance, both the
task they are performing and the people
themselves.
• Respect ideas – wherever they come from.
• Defend your people.
MAILCOM 2012 - Washington, DC. - April 15-18

6. Recognition Means More
Than Just Money
“The deepest craving in
human nature is the
craving to be appreciated.”
William James
MAILCOM 2012 - Washington, DC. - April 15-18

7. Recognition Means More
Than Just Money
• Employees want to be valued for a job well
done.
• Say “Thank You” and mean it.
• Praise in public, criticize in private.
• Distribute rewards based on merit.
• Compensation is a right, recognition is a gift.
MAILCOM 2012 - Washington, DC. - April 15-18

8. Communication is More Than
Just Talking
“When in doubt, communicate!”
Anonymous
MAILCOM 2012 - Washington, DC. - April 15-18

9. Communication is More Than
Just Talking
• Be clear about what you expect from others.
• Provide reasonable, frequent and accurate
feedback.
• Keep your staff informed and involved.
• Actions speak louder than words.
MAILCOM 2012 - Washington, DC. - April 15-18

10. Know What You Want To Do
“A leader is one who knows the
way, goes the way and shows
the way.”
John C. Maxwell
MAILCOM 2012 - Washington, DC. - April 15-18

11. Know What You Want To Do
• You can’t get others to do what you want if
you don’t know what you want.
• Set goals for:
– Yourself
– Your staff
– Your organization
MAILCOM 2012 - Washington, DC. - April 15-18

12. Tell People What to Do,
Not How to Do It
“No matter what
accomplishments you achieve,
somebody helps you.”
Althea Gibson
MAILCOM 2012 - Washington, DC. - April 15-18

13. Tell People What to Do,
Not How to Do It
• No one succeeds by himself or herself.
• Ask people to help solve problems, not just
accept your solutions.
• Delegation and teamwork are requirements
for success.
• Don’t try and do it all – you can’t!
MAILCOM 2012 - Washington, DC. - April 15-18

14. Realize You're in Sales, Whether
You Get Paid a Commission or Not
“Sales are the engine
that pulls the train.
Everything else follows.”
Harvey Mackay
MAILCOM 2012 - Washington, DC. - April 15-18

15. Realize You're in Sales, Whether
You Get Paid a Commission or Not
• We all sell – whether it’s a product or our
ideas.
• If you knew how to sell, could you be more
successful?
• Know your audience:
– Customers
– Managers
– Employees
• Have your elevator pitch ready.
MAILCOM 2012 - Washington, DC. - April 15-18

16. Great Customer Service is a
Requirement, Not an Option
“To provide appropriate
service you have to know
what your customer is
feeling.”
Dan James
MAILCOM 2012 - Washington, DC. - April 15-18

17. Great Customer Service is a
Requirement, Not an Option
• Pay attention to your customers.
• If you don't have something, offer
alternatives.
• Be courteous and friendly.
• Engage your customer on a personal level.
• If you're a manager, seek out your customers
and ask for feedback.
MAILCOM 2012 - Washington, DC. - April 15-18

18. Character Counts
“Do the right thing. It
will gratify some people
and astonish the rest.”
Mark Twain
MAILCOM 2012 - Washington, DC. - April 15-18

19. Character Counts
• Be honest, truthful and dependable.
• You can’t buy back your reputation.
• Tell the truth, especially when it’s bad news.
• There are no shortcuts to success.
MAILCOM 2012 - Washington, DC. - April 15-18

20. Humor Helps
“The human race has one
really effective weapon, and
that is laughter.”
Mark Twain
MAILCOM 2012 - Washington, DC. - April 15-18

21. Humor Helps
• Your attitude sets the tone for the workplace.
• No one wants to work for an ogre.
• Don’t let your sense of responsibility get in
the way of your sense of humor.
• Laugh with your people.
• Enjoy your life – you only get one!
MAILCOM 2012 - Washington, DC. - April 15-18

22. James P. Mullan, CMDSM, EMCM, MQC Marlene O’Hare, CMDSM
OBS National Operations Manager - Linde North America, Inc.
Chubb 575 Mountain Ave
Chubb & Son
15 Mountain View Road Murray Hill NJ 07974
Warren, NJ 07095 908-771-1275 W
908-903-2869 W 908-771-1701 F
908-903-2027 F 908-906-4961 C
908-222-6488 C
marlene.o’hare@linde.com
JMullan@Chubb.com
James.Mullan@Oce.com marlene.ohare@linde.com
MAILCOM 2012 - Washington, DC. - April 15-18