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need to feel that person has the emotional maturity to warrant being their leader." Conversely, people tend to feel insecure with a manager who is easily rattled, says Bowen. Leaders could do worse than recall three words drilled into people learning to fly a plane: aviate, navigate and communicate. Says Bowen: "First you aviate by flying the plane; then you navigate by figuring out your direction; finally you communicate by telling others where you are going." Just don't get the priorities mixed. "What most people do is start by communicating, running off at the mouth," says Bowen. "Remember that first you need to fly the plane, doing the things that are most important. Then decide on the direction you want your organization to go. At that point you are prepared to communicate your vision so people will follow." Here's a bonus tip: Take a break if you encounter a situation you can't handle with equanimity. Get away from other people for a while, giving yourself time to yourself before you attempt to lead. by responding to employee statements with productive questions. 9. Do you listen well? 10. Do you inspire your employees? People want to be heard. When they see that you are listening, they feel empowered and will invest in your decisions. Too often managers do anything but. "So many times we only seem to be listening to someone," says Bowen. "Our mouths are shut and we are looking at the other person, but inside we are preparing what we will say next and we are judging what the other person says." Be willing to learn. Then you will listen closely. "Listening is an attitude, an openness," says Bowen. "The best definition of listening that I have ever heard is this: a willingness to be changed by what you hear. I love that. If you are unwilling to be changed, you are not listening." Here's a bonus tip: Communicate your willingness to hear Your employees need to be skilled and knowledgeable. But they need to acquire another characteristic if your business is to outperform your competition: Enthusiasm. Enthusiastic employees sell more, please more customers and dream up better ways to boost profits. But just what makes employees enthusiastic? That's where you come in. "Most employees have a lot of self-doubt," says Tschohl. "You have to make them feel good about themselves." Part of that is being specific about their achievements. "Use positive feedback to inspire people," says Tschohl. "Here's an example of what you can say: 'You have more ability than anyone else in this organization. You have more drive, more energy. I am counting on you.'" And a bonus tip? 34 November 2013 | beautystorebusiness.com Inspire people by communicating how they will be integral parts of your business plan for the coming year. People Skills Guidance. Communication. Inspiration. The topics discussed in this article revolve around a key skill of great managers: An ability to get people to work together. "There's nothing more important than good people skills," says Bowen. "They are the hardest things to learn. Managers earn more money not because they do more than workers but because they are capable of getting more done." How good are your own people skills? Find out by taking the self-assessment quiz on page 32. Total your score and get to work on those areas that need improvement. Then watch your bottom line soar. ■ Phillip M. Perry is a New York City-based freelance writer.