Interview: Kitty Lai On Leadership and Team Management

– How would you define your leadership style, using three adjectives?

– Supportive

– Creative

– Efficient

– Why is it important to be accountable, responsible and consistent to build trust with our team?

The phrase “Lead by example” is so true, if we as leaders cannot build trust and respect with our team as well as show responsibility or accountability for our actions then we are in the wrong position.

– What’s inclusive leadership?

– How can we proactively represent inclusive leadership in our business routines, processes and policies?

For me inclusive leadership is being open and accepting input from others as well as showing diplomacy, empowering and inspiring team members. We can proactively represent inclusive leadership by being better listeners and communicators at the same time, maintaining authenticity and flexibility.   

– How can we create efficient and harmonious diverse teams in our business?

I’ve always worked in fast turnaround environments so being efficient means following a tight structure and the teams understanding that we are aiming for the same goal.

– Why is important to integrate diversity and inclusion in a company’s framework to grow a successful business?

Perspective from all diverse backgrounds is important for a company’s framework because what one person thinks/or does may not always be the right solution for the business, so there needs to be open, varied and non judgemental dialogues/practices. 

– How can we influence senior managers to take diversity and inclusion seriously if we joined a company, working in a junior role and we are the only persons representing a specific group?

Coming from an ethnic minority background I am very familiar with working from the floor up, so to speak. I was confident in working on my own merits and my ability to progress throughout my career…So it was my drive and my talent that got me where I was. However, being female and Chinese I was very conscious of also, but the environment I was in was very equal and fair.

As a manager I would see this as the same – it was the ability of the individual no matter what the background was.
It may very well be that the industry I am in is already quite diverse and inclusive, but I can see where some other sectors may be more challenged.

– What’s conscious leadership?

Conscious leadership to me is knowing that you are leading a team and less managing and giving orders. Being able to lead a team commands respect on both sides.

– Which were the most inspiring aspects of your role as the Head of the Graphic teams at Ted Baker?

The freedom to be able to come up with the most amazing ideas for the brand, having a part of opening stores globally and the ability to be able to recruit the best designers for my team.

– How would you define your experience as the Former Head of the graphics team at Ted Baker, using three adjectives?

– Creative

– Diligent

– Fun

– How many years did you work at Ted Baker?

I worked my way up from a Junior designer to Head of Graphics over 10 years at Ted Baker.

– What was your first junior role in your professional development?

My first role was for a Graphic design consultancy in Covent Garden, London in 1997 straight after graduation.

– What’s your opinion about Corporate Social Responsibility?

This is not a term that I was actually familiar with until the last couple of years…for me, it was something you did anyway. So I have always been conscious in my corporate roles with Social Responsibility to make a positive impact on the environment by using eco methods of printing such a plant based inks and eco materials used, also that the suppliers were vetted, and checked with the accredited bodies. 

It’s a practice I feel every business should already have and do.

– How is leadership connected to Social Responsibility?

It’s making sure that you educate the teams you work with and lead, as well as making sure the suppliers you use are aware of that too.

– Statistics show that customers are more likely to buy from brands that represent their values and promote sustainability and human rights.

– How can we create a more ethical brand?

If a brand doesn’t already have this then they need to change now so brands need to make a conscious effort to start internally first and from the top, then educate their customers about ethical values and practices.  

– Which skills should we improve to increase Brand awareness?

The skills you would need to improve to build brand awareness would be integrating persistence with a consistent message that flows through every touch point for your business.

– What’s your definition of Brand?

My definition of “brand” is when an organization or person has a cohesive message through their mission, values, and tone of voice. It is what they stand for and are recognised for it.

– What’s your definition of Style?

This can be referenced to many things through fashion, design or character. My definition of “style” in the most simplistic form is when something looks good and every aspect has been considered, for example, the colour and positioning.

– What’s your definition of Elegance?

“Elegance” to me is when something is simple, premium, classy and not “in your face”.

– What’s your definition of Success?

Our interpretation of “success” is different for each of us, and for me, it is reaching goals short term and especially the stretched goals I set for myself, such as stepping out of my comfort zone.

– What’s nonviolent communication?

I’ve not actually heard of this, to be honest, but I would say that this is a way of communicating respectfully and empathetically to others whether it’s in a professional or personal situation. 

– How can we develop effective communication strategies with our teams?

Regular verbal dialogue is key as opposed to emailing or messaging in teams and setting weekly meetings.  

– What are smart goals?  

This a tool that most businesses use into helping you achieve your key goals objectives by using these criteria measures:

– Specific

– Measurable

– Achievable

– Relevant

– Time-bound

– Why is it important that our team’s goals match our business goals?

We should all know that the business goals are the main goals that need to be achieved at the end of the day, and teams need to meet their own goals first as well as match in order to help contribute to the bigger picture.

– Why is it important to provide adequate training to facilitate engagement in our team?

I believe training is a big part of team engagement as it not only helps with personal growth but helps them become more effective communicators.

– Why is it important to understand our team’s needs and expectations, to build trust with our team?

– Why is it important to be empathetic, adaptable and flexible when managing our team?

A lot of time managers can be blindsided and brush aside their teams’ needs in order to just meet the senior management expectations which can bring low morale, distrust and resentful employees.

Knowing your teams needs and expectations are integral when leading a good team and it’s being able to acknowledge their perspective on things too. So being empathetic and coming down to the same level as your team even as a manager will help build respect and trust.

– Which criteria did you use when you needed to select your team members for a new project at Ted Baker?

My team members were recruited at all levels from junior to senior and as a manager, I made sure the team member was able to deliver the results for that project. I structured job descriptions for each role that covered suitable tasks for that particular position.

However, I would also give junior members the opportunity to show that they could come up with creative ideas and to see how they could cope with more responsibility. The team I ran was extremely busy with tight deadlines so efficiency was crucial.

– Why is it important to promote personal and professional growth in our team, within our business?

It’s important to promote personal and professional growth in our team because it helps individuals with their confidence and personable skills, which is a key factor if they want to progress in their careers.

– How can we stimulate creative problem-solving in our team?

The key to stimulate creative problem-solving is to work as a collective team communicating through brainstorming ideas, encourage thinking outside the box, and doing market research on the subject/problem.

– How can we encourage innovation in our team?

I encourage my teams to step out of the daily environment from time to time and also take a look at what other people have done and think how they can improve or change an idea.

– How can we develop decision-making skills to promote independence and self-motivation in our team?

I believe by giving added responsibility and making the team members accountable for their action, they are more likely to develop independence and decision making skills. In addition to give creative freedom to present their ideas and opinions is a good motivator.

– What was the most rewarding comment that you received from your team at Ted Baker? 

Oh where do I start?!!

That I was the one that gave them their big break into the industry and they were so grateful for me showing them how the real world worked.

It was an honour and a privilege to interview Kitty Lai who so wisely and efficiently shared her strategic approach and techniques to become inspiring leaders, in order to boost our workflow management, increase team engagement and raise our brand awareness.

– Cristina Russo

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