MASTER Risk Model - Learning Resources - Abilities

Leadership

Ask your staff: “What’s one thing I could do this week to make your service role easier?”

Write a one-sentence leadership mantra that reflects how you want to serve—repeat it before each client interaction.

Thank a staff member publicly for their contribution—recognition is a core leadership behavior.

Schedule 15 minutes today to check in with a staff member informally—no agenda, just listening.

Share one personal service story to model openness and build trust with your team.

Observe one client meeting quietly without speaking unless necessary—practice active presence as a leadership move.

Collaboration

Start your next team huddle by asking someone else to open—share early ownership to create shared space.

Send a quick thank-you to a team member who supported a client this week—build appreciation through recognition.

Ask a teammate: “Is there anything I can take off your plate today?”—model shared responsibility.

Offer to co-create a client solution rather than finalize something alone—invite collaboration from the start.

Suggest a working session instead of back-and-forth emails—use time together to create, not just coordinate.

Add a “Collaboration Wins” slide to your next deck—highlight one client solution built better together.

Communication

Before your next client call, write down your core message in one sentence—practice saying it clearly and warmly.

Ask a colleague if your last client email was clear—revise based on their honest feedback today.

Use a pause after making a point—let others respond instead of rushing to fill silence.

In your next message, use bullet points instead of long paragraphs—make your intent easy to scan and act on.

Record yourself explaining a service process—replay and refine how clearly you deliver the message.

Replace filler phrases with one clear word—edit your client email or proposal for direct, focused language.

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