I was asked this question a few months ago and earlier this month delivered the real answer to 100 leaders from the contact centre industry in Brisbane.
Following up a powerhouse panel comprising Sophie Gieson, Dayle Grant and Tracey Madgwick felt a little daunting, I won’t lie! Between them they bring the best of Customer and Experience leadership into a sharp, direct and elevating conversation about how to have influence before you get a big job title like theirs.
And as I’m listening to these captains of industry discussing their views on influencing from the middle, I started to feel quite reassured. Our views aligned so perfectly that my session became the natural ‘how to do’ following their ‘what to do’. And I’m grateful for the opportunity to listen in – with our mission to build B-Suite Leaders with C-Suite impact, it’s always vital to me that we regularly check in that our advice is aligning to what the C-Suite wants, and that our programs are truly developing B-Suite Leaders with C-Suite Impact. So far so good, as they say.
Why should we focus on influence?
We all depend on other people over whom we have no direct authority; especially when we are leading from the middle of organisations. And it’s just about the only capability where we can undoubtedly beat BossGPT. Around the world workload is going up and trust is going down. So we are too busy to practice influence, and we have to work harder to influence. No wonder influencing feels too hard, and no surprise that we are desperate to have more of it.
But is it too hard, or is that just a story we tell ourselves? Are we avoiding it because it’s a bit yucky? Because we prefer the ‘busy work’ to the tricky influencing work? Because we are not senior enough to have influence?
I can remember thinking that influential executives were naturally gifted with the ‘gab’, they could schmooze anyone and that’s why they were where they were, and I wasn’t. It might surprise you to know that I’m more introverted than extroverted. I don’t like crowds, I suck at small talk, and I’m pretty shy in group social situations – even among people I know! So telling myself that I simply didn’t have the gift of the gab was such a logical story to tell myself that I totally believed it for years – until I learned that was utter rubbish.
In fact, the best influencers are very often introverts. Why?
Because they ask questions and actively listen to the answer. They remember what they’ve been told, and they use that to build relationships and influence thoughtfully and deliberately.
But many of us think that influence is found through talking – and that’s our first mistake. No-one wants to be told what to do or sold to any more. A much more nuanced approach is called for – and that’s why “Influence without Authority” was created!
So Brisbane turned it on – the weather, the culture, the audience were all beyond fantastic. What a great place to live and work!
So what did we do? Short answer – what DIDN’T we do?!
Keynote, diagnostic, networking, self-assessment, workshopping barriers, workshopping solutions, and everyone walked away with a swag bag full of tactics, tools, and some awesome new contacts who had connected authentically through sharing their own influencing challenges and goals. Phew. But such fun!
I’d love to speak at your industry or company event in 2026: why not explore my current keynotes here and let’s connect.
Thanks AusContact for putting together such a seamlessly integrated, engaging and effective day.
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MORE IMPACT, MORE EASILY is the gift we all deserve for 2026!
More Impact, More Easily is literally selling like hot cakes. Who doesn’t want more impact, more easily!! The more I talk about it, the more I realise that this book isn’t just for busy middle managers – it’s for all professionals, all over the world, looking for more impact, more easily. Yes, it’ll be in bookshops globally from February, but if you don’t want to wait, then order yours now via Amazon.
