In my experience in the client services business, I have trained a lot of managers who are responsible for leading both internal teams and external client contacts. One of the most important and useful tips I’ve given is to be like a duck on the water – even when you’re going mad trying to handle multiple demands, requests and needs, look calm. Lead with confident assertiveness – even when you’re unsure. It’s vital to make your team – both the one you manage and the one you service – believe that you’ve got it all under control.
Be a duck on water – it’s fine to paddle furiously underneath, but look calm, graceful and in control above the surface. You’ll be surprised at how well this technique can help you become a better leader.