In the hospitality industry, where the stakes are high and the pace is relentless, leadership is about more than just making quick decisions—it’s about mastering the art of human connection. Leaders in this field face distinct challenges, from managing diverse teams across multiple locations to delivering exceptional guest experiences in every interaction. These demands are particularly pronounced in cultural attractions like zoos and aquariums, where the guest experience is deeply intertwined with the operational complexities and the need to create meaningful, lasting impressions.
In this environment, operational excellence alone is not enough. Leaders must also understand the behaviors that drive their own actions and those of their teams. However, this essential skill often goes unnoticed amidst the fast-paced nature of the industry, where the focus can easily shift to immediate operational concerns. Yet, as we’ve seen in our work with SSA Group’s General Managers and Regional Vice Presidents, the true secret to effective leadership lies not just in technical skills or industry knowledge but in an inward journey—getting to know yourself.
The Power of Self-Awareness
“Self-awareness is the secret weapon of the modern leader, giving them the power to build stronger teams and resilient organizations.”
-Tasha Eurich
Self-awareness is the foundation of effective leadership. Often overlooked, this essential trait is the key to inspiring, motivating, and uniting teams, allowing leaders to navigate the complexities of the hospitality industry with clarity, calm, and care. At its core, self-awareness is the ability to recognize and understand your thoughts, feelings, and actions, as well as the impact you have on others. This deep understanding empowers leaders to make informed decisions, communicate more effectively, and cultivate stronger, more cohesive teams.
Self-awareness has a more positive impact on leadership than an MBA.
Source: Self-Awareness Can Help Leaders More Than an MBA, Potential Project
Yet, research shows that only 10-15% of people are truly self-aware—a significant gap, especially given the profound benefits associated with this trait. For instance, organizations that foster a culture of self-awareness see a remarkable 40% reduction in workplace conflicts, as leaders who are in tune with their emotions are better equipped to manage their responses and understand the perspectives of others. This, in turn, minimizes misunderstandings and conflict within teams.
The impact of self-awareness on leadership effectiveness and organizational performance doesn’t stop there:
- Teams led by self-aware leaders experience a 22% improvement in overall team performance.
- This statistic, based on research by Korn Ferry, illustrates the direct correlation between a leader’s self-awareness and the enhanced performance of their team. When leaders understand their own behaviors and how they impact others, they can create more effective, cohesive, and high-performing teams.
- Self-aware leaders receive a 33% higher rating in overall leadership effectiveness.
- Harvard Business Review published research showing that leaders who are more self-aware are perceived as more effective by their peers and subordinates.
- 92% of executives with high emotional intelligence, a key component of self-awareness, make decisions that lead to positive outcomes for their organizations.
- The Institute for Health and Human Potential (IHHP) found that emotionally intelligent leaders, who are also self-aware, consistently make better decisions.
- Leaders with high self-awareness are 79% more likely to have engaged employees.
- Research from Gallup indicates that self-aware leaders create environments where employees feel more engaged and connected to their work.
- Organizations led by self-aware leaders have a 22% lower turnover rate.
- When leaders are self-aware, they are better at understanding and addressing the needs of their employees, which reduces turnover and increases retention.
Recognizing the importance of self-awareness for leadership, SSA—a company founded on true hospitality and human connection—knew that addressing the self-awareness gap was essential. In an organization where leaders must not only manage operations but also foster meaningful relationships with both guests and teams, understanding oneself is critical to creating the authentic connections that drive SSA’s exceptional service and sustained success.
The Coaching Program at SSA
“You can fix your company’s numbers, but if you don’t fix the behavior that caused them, nothing will change.”
-Melissa Blue, Behavioral Essentials Leadership Coach
To bridge this gap, SSA partnered with Behavioral Essentials to implement a data-driven coaching program designed to enhance the self-awareness of some of their most critical leaders—General Managers and Regional Vice Presidents. These leaders are the glue that holds the company’s operations together, balancing the expectations of senior leadership with the day-to-day realities faced by frontline employees. Yet, this balancing act requires more than just operational expertise—it demands profound self-awareness and emotional intelligence.
That’s where we came in.
The Foundation: The E3 Behavioral Insights Platform
At the heart of our coaching programs is the E3 Behavioral Insights Platform, a cutting-edge tool driven by decades of behavioral science. SSA uses the platform to elevate leaders’ self-awareness by providing a comprehensive analysis of their behavioral tendencies through a streamlined and efficient process that takes just 5-10 minutes to complete.
The E3 platform evaluates leaders across 21 distinct behavioral scales, each representing a critical aspect of human behavior that impacts leadership effectiveness. These scales cover a wide range of behaviors, from emotional intelligence and decision-making styles to conflict resolution and communication preferences. By assessing leaders on these scales, the platform generates a detailed profile that highlights their strengths, potential areas for growth, and how their behaviors influence their teams and organizational outcomes.
Beyond fostering individual self-awareness, the E3 Behavioral Insights Platform is also a powerful tool for gaining insight into the behaviors and dynamics of teams. SSA Leaders use the platform’s insights to better understand the unique behavioral profiles of their team members, allowing them to tailor their communication, management strategies, and conflict resolution approaches to suit the individual needs of each person. This heightened awareness helps the SSA GMs and RVPs create a more harmonious and productive team environment, where each member feels understood and valued.
Combined with the expert guidance of a coach, these insights have been instrumental in the leadership journey of SSA’s GMs and RVPs. The platform’s ability to provide a deeper understanding of both self and others has led to more informed decisions, improved communication, and stronger team dynamics. This personalized approach to coaching, grounded in behavioral data, not only sets the E3 platform apart but has also paved the way for significant, measurable impact at SSA.
From Insight to Impact: The Coaching Program
The introduction of the coaching program, powered by the E3 Behavioral Insights Platform, has sparked remarkable transformations at SSA. Since the program’s inception, SSA has experienced a 300% increase in engagement from GMs compared to the previous year—a clear indication of the growing recognition of coaching’s value in their leadership roles.
This transformation began with a foundational group coaching workshop, where 58 GMs were introduced to the tools and support available through our programs. More than just an educational session, this workshop catalyzed growth, inspiring these leaders to see self-awareness as the key to unlocking both individual and organizational success. Following the workshop, 40 GMs opted for a 1:1 E3 Review with a coach, gaining deep insights into their behavioral tendencies and understanding how these traits shape their leadership style. Additionally, 18 GMs pursued extended individual coaching beyond the E3 Review, while 15 sought coaching support for their teams.
However, these numbers only scratch the surface of the program’s impact. The true power of awareness is best reflected in the personal journeys of SSA’s leaders.
Sam Burr, Southeast District Manager
Sam Burr’s journey is one of these stories. Initially skeptical of coaching, Sam, the District Manager for the Southeast, uncovered critical perception gaps through his E3 assessment that were hindering his growth. With targeted coaching, he addressed these gaps, resulting in significant behavioral changes. These changes not only improved his relationships with his team but also propelled his career from Operations Manager to District Manager, overseeing six accounts. His story exemplifies how self-awareness, when coupled with coaching, can elevate leadership to new heights.
“I was skeptical but quickly saw that my E3 results were highly accurate, and the feedback allowed me to see some of my blind spots I was unaware of. I took that feedback and made tangible changes to my behavior—listened more, asked more questions, spoke less (and last)—and saw exponential improvements. I started building relationships with management team members I never had before.”
– Sam Burr, Southeast District Manager, SSA Group
Stephanie Turner, Mountain Region Regional Vice President
Similarly, Stephanie Turner, the Regional Vice President for the Mountain Region, experienced the profound impact of the E3. The assessment provided her with an objective perspective that helped her identify key behavioral traits within her team that required greater awareness. Through personalized coaching sessions and team coaching workshops, Stephanie was able to address deep-rooted team dynamics, resolve conflicts, and strengthen client relationships across her units. Her experience highlights the importance of leveraging coaching, not just to solve immediate leadership challenges but to build a lasting foundation of self-awareness and long-term success.
“This journey has helped give me the confidence in the coaching process and has helped be an additional resource for me to tap into when addressing more deep-rooted opportunities with teams and individual leaders I manage in SSA. The E3 assessment lays ground from a neutral perspective to be able to look at behavioral traits that may need more awareness. 1:1 coaching sessions as well as team workshops have helped build the overall team dynamic in Tulsa, Oklahoma City, and many of my other units. I plan to continue using this service for conflict resolution, team building, and even client relationships.”
-Stephanie Turner, Regional VP Mountain Region, SSA Group
Expanding the Impact Beyond SSA
The success of our coaching program with SSA has not gone unnoticed. As we continue to work with SSA’s leaders, we are also expanding our reach to serve other clients in the industry, including prominent zoos like the Denver Zoo, LA Zoo, Oakland Zoo, and Utah’s Hogle Zoo. These organizations recognize the value of our programs in enhancing team dynamics and leadership effectiveness. Through both team coaching sessions and individual support, we are fostering environments where leaders and teams can truly thrive.
As we continue to expand our impact, we are excited to bring these powerful tools to more organizations. If you’re interested in exploring how coaching can transform you and your team, reach out to Behavioral Essentials today at info@behavioralessentials.com. We’d love to help you, your team, and your organization thrive!
