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The BPO Jedi - Ytchiey, Iloilo City (2026)

31/08/2026

Dear New Leader,

Being liked by your team feels good.

Pero kapag kailangan nang mag-correct ng behavior, enforce a deadline, or say “no,” doon nasusubukan ang leadership.

If you keep lowering the bar para walang ma-disappoint, you’re not protecting the relationship.

You’re teaching people that expectations are negotiable.

And eventually, ikaw din ang mahihirapan.

The goal isn’t to become strict.

The goal is to become **consistent.**

If someone misses a commitment, address it.

If quality drops, talk about it.

If expectations aren’t met, don’t pretend okay lang because you like the person.

You can say:

“I value you, and because I do, I need to be clear about what needs to improve.”

That’s not pagiging harsh.

That’s respect.

Your team doesn’t need a leader who keeps everyone comfortable.

They need someone who can support them **without lowering the standard.**

Be approachable.

Be understanding.

But when the line matters, hold it.

Because in leadership, being liked feels good.

**Being trusted, respected, and effective matters more.**

What’s harder for you as a new leader: holding people accountable—or dealing with the possibility that they may like you less?

29/08/2026

Kung experienced hire ang hinahanap, bakit minsan mas mabigat pa rin ang school kaysa sa actual experience?

Let’s be fair.

Hindi lahat ng magaling na professional ay galing sa “top” university.

At hindi rin lahat ng capable na tao ay nakatapos ng college.

For some professions—like doctors, lawyers, engineers, at ibang roles na legally or technically required ang formal credentials—yes, kailangan talaga ang degree, training, at license.

Pero sa maraming trabaho, kailangan nating itanong:

Mas mahalaga ba kung saan ka nag-aral, o kung ano na talaga ang kaya mong gawin?

May taong apat na taon nag-aral sa classroom.

May taong apat na taon ding nasa trabaho—humaharap sa clients, nagso-solve ng problems, nagha-handle ng pressure, natututo sa mistakes, bumubuo ng skills, at nagde-deliver ng results.

Pareho silang natuto.

Magkaiba lang ang classroom.

School teaches you through lessons.

Work teaches you through consequences, deadlines, customers, mistakes, responsibility, and real results.

Kaya kung ang role ay nangangailangan ng experience, bakit hindi experience ang mas mabigat sa screening?

A diploma can prove that you completed a program.

Pero hindi automatic na ibig sabihin noon na mas magaling kang mag-perform kaysa sa taong ilang taon nang ginagawa ang trabaho.

Education has value.

Experience has value.

Pero hindi dapat automatic na second-class ang learning na nakuha sa actual work.

Sa hiring, baka mas magandang tanong ay:

“Kaya ba niyang gawin nang maayos ang trabaho?”

Hindi lang:

“Saan siya nag-aral?”

O:

“Nakatapos ba siya ng college?”

For experienced roles, what should matter more: degree, experience, or actual results?

29/08/2026

Dear New Leader,

One of the biggest traps in frontline leadership is thinking that showing your team the KPI will somehow improve it.

“Guys, kailangan nating taasan ang score.”
“We need to hit target.”
“Bawi tayo this week.”

Your team already knows the number.

What they usually need is **clarity on what to do differently.**

Because a KPI is an output.

**Behavior is the input.**

If conversion is low, what specific behavior drives conversion?

If quality is dropping, anong action ang hindi consistently ginagawa?

If productivity is behind, where exactly is time being lost?

Then coach that behavior—not the number.

Instead of saying:

“Improve your CSAT.”

Try:

“On your next five interactions, confirm the customer’s concern before offering the solution. I’ll review them with you tomorrow.”

Now the employee has something they can actually execute.

Your job as a leader isn’t simply to communicate targets.

It’s to **translate numbers into behaviors your people can see, hear, practice, and improve.**

That’s how performance becomes manageable.

What KPI is your team struggling with right now—and what behavior do you believe is driving it?

28/08/2026

Dear New Leader,

If giving negative feedback makes you uncomfortable, that doesn’t mean you’re bad at leadership.

It means **you care how your words affect people.**

Pero may danger din kapag sobrang ingat natin.

We soften the message.
We delay the conversation.
We hope they’ll figure it out themselves.

Meanwhile, the behavior continues.

Here’s the shift:

**Feedback is not about making someone feel bad. It’s about making the expectation clear.**

Start with what you actually observed.

“Napansin ko na three deadlines were missed this week.”

Then explain the impact.

“It’s delaying the team’s work and creating extra follow-ups.”

Then ask:

“What’s getting in the way?”

Listen first. Then agree on what needs to change and when you’ll check progress.

Hindi mo kailangang maging harsh para maging honest.

And you don’t have to choose between being kind and being clear.

**Kindness without clarity creates confusion.
Clarity with respect creates growth.**

The harder truth? Avoiding feedback may protect the conversation today—but it can hurt their development tomorrow.

What difficult feedback conversation have you been postponing?

Rebel

27/08/2026

Dear New Leader,

This is one of the most awkward parts of getting promoted:

**Leading someone who thought the role should have been theirs.**

You can feel it.

Mas tahimik sila. Less engaged. Maybe they question your decisions indirectly. And every interaction feels like may tension na hindi pinag-uusapan.

Don’t compete with them.

And don’t pretend nothing happened.

Have the conversation.

You can say:

“I know you were also hoping for this role. I can imagine this isn’t easy. I respect what you bring to the team, and I still want you to succeed here.”

Then listen.

Hindi mo kailangang i-defend kung bakit ikaw ang napili. That decision has already been made.

Your job now is to show them what kind of leader you’re going to be.

Be fair.
Give them opportunities.
Recognize their contribution.
Set clear expectations.
And don’t punish them just because you sense disappointment.

Their frustration may be real.

But so is your responsibility to lead them well.

**You don’t earn respect by proving you deserved the promotion. You earn it by showing what you do with it.**

If you were in this situation, would you address the tension directly—or give them space first?

26/08/2026

Dear New Leader,

You don’t lose trust because you set boundaries.

You lose trust when people **don’t know which version of the rules applies today.**

Gets ko kung bakit ka naging flexible. Ayaw mong maging “terror na boss.” You wanted people to feel supported.

But flexibility without clear limits eventually becomes confusion.

And now, every “exception” you made is being remembered as a precedent.

So don’t suddenly become strict.

**Reset.**

Tell your team directly:

“I realized I haven’t been consistent with some expectations. That’s on me. Moving forward, I want to make things clearer and fairer for everyone.”

Then define what’s non-negotiable.

Deadlines. Schedules. Commitments. Escalations.

Kung may exception, make sure there’s a clear reason—not because someone pushed harder than everyone else.

And most importantly, follow through.

Hindi mo kailangang maging cold para maging firm.

You can still listen.
You can still understand.
You can still care.

But caring for your team also means creating predictability.

**Kindness builds connection. Consistency builds trust.**

If you had to reset one boundary with your team this week, ano iyon?

25/08/2026

Dear New Leader,

Kapag tahimik ang team mo sa meeting, madaling isipin na wala silang ideas.

Or worse—baka wala silang pakialam.

But silence doesn't always mean disengagement.

Sometimes, **people are simply calculating the risk of speaking up.**

“Baka mali ako.”
“Baka ma-judge.”
“Baka kontrahin agad.”
“Baka gamitin against me later.”

And that's where leadership matters.

You don't create psychological safety by saying, *“Guys, speak up lang.”*

You create it through what happens **after someone speaks.**

Do you listen—or interrupt?

Do you get curious—or immediately explain why they're wrong?

Kapag may nagbigay ng opposing opinion, do you explore it—or defend yourself?

Your team is constantly learning from your reactions.

If speaking honestly feels risky, silence becomes the safer choice.

So in your next meeting, try this:

Ask one question. Wait longer than feels comfortable. Let someone finish. Then say:

**“Tell me more. I want to understand.”**

Sometimes the first sign of better leadership isn't a louder leader.

It's a team that finally feels safe enough to talk.

Leaders, ano ang ginagawa ninyo kapag sobrang tahimik ng team during meetings?

24/08/2026

Kung pinipili mong mag-extra mile para sa organization at umuwi ng 7 PM kahit 8 AM–5 PM ang trabaho mo, choice mo ’yan.

Pero huwag mong gawing expectation sa direct reports mo ang personal sacrifice na pinili mo.

Commitment should be modeled—not imposed.

Puwedeng dedicated ka dahil palagi kang nag-o-overtime. Pero kapag ine-expect mong gawin din iyon ng buong team, baka hindi na dedication ang kino-culture mo. Baka poor boundaries, bad workload management, o unhealthy work culture na ang nano-normalize.

Hindi sukatan ng commitment ang kung sino ang pinakahuling umuwi.

At tandaan:

Dahil willing kang isakripisyo ang personal time mo, hindi ibig sabihin may karapatan ka ring isakripisyo ang oras ng ibang tao.

24/08/2026

Dear New Leader,

Getting promoted because you were a top performer makes sense.

But here's the part nobody tells you: **the skills that got you promoted are not automatically the skills that will make you a good leader.**

Dati, ikaw ang responsible sa performance mo. Ngayon, your decisions affect other people.

And yes—nakakatakot magkamali kapag tao na ang involved.

So what should you learn first?

**Learn how to have better conversations.**

Before mastering dashboards, reports, or leadership frameworks, learn how to listen without immediately fixing. Ask questions before giving answers. Give feedback without attacking the person. Address conflict habang maliit pa. And when you don't know what to do, sabihin mong hindi mo alam—then find out.

Hindi weakness ang hindi alam lahat.

The dangerous leader isn't the one who's still learning.

It's the one who thinks the promotion means they already know enough.

You don't need to become the perfect leader overnight.

You need to become **a little more intentional with people every day.**

New leaders: ano ang pinaka-mahirap matutunan after your promotion—**coaching, conflict, decision-making, or difficult conversations?**

23/08/2026

**Dear Leader,**

One of the biggest traps in frontline leadership is believing that your value comes from **having the answer first.**

It doesn’t.

Sometimes your greatest value is knowing **which question to ask next.**

You wrote about how your leadership changed:

You used to assume.

Now, you ask.

You used to give advice quickly.

Now, you listen.

You used to look only at performance numbers.

Now, you look for the **story behind the numbers.**

That shift is bigger than it sounds.

Because curiosity changes what your brain pays attention to.

The moment we believe we already understand someone, our minds naturally start looking for information that confirms what we think we know.

The agent misses target again?

“Motivation problem.”

Someone becomes quiet in meetings?

“Bad attitude.”

A high performer suddenly declines?

“They’ve become complacent.”

Maybe.

But what if you’re wrong?

That is where curiosity protects leaders from one of the most expensive mistakes in management:

**solving the wrong problem confidently.**

Imagine an agent whose QA score suddenly drops.

A leader who assumes might say:

“You need to pay more attention.”

A curious leader might ask:

**“Walk me through what has changed for you over the last few weeks.”**

Completely different conversation.

Maybe the person lacks knowledge.

Maybe the process changed.

Maybe expectations are unclear.

Maybe workload increased.

Maybe confidence dropped after one difficult customer interaction.

Maybe something outside work is affecting concentration.

You cannot coach accurately until you understand what is actually happening.

That is why great leaders become comfortable asking questions like:

**“What am I missing?”**

**“Help me understand how you see this.”**

**“What makes this difficult?”**

**“What have you already tried?”**

**“What would make this easier to execute consistently?”**

**“If we solved one thing first, what should it be?”**

Those questions do something advice cannot.

They make people **think.**

And when people participate in finding the answer, they are more likely to understand it, remember it, and take ownership of what happens next.

That doesn’t mean leaders should never give direction.

There are moments when your team needs a clear answer.

A decision.

A standard.

A boundary.

A next step.

But curiosity helps you determine **what kind of leadership the situation actually requires before you provide it.**

That matters especially in BPO and Shared Services, where frontline leaders constantly move between performance conversations, escalations, client expectations, employee concerns, operational changes, and coaching.

The fastest answer is not always the best answer.

Sometimes the most productive thing you can say is:

**“Before I respond, tell me more.”**

Curiosity also communicates something powerful to your people:

**“Your perspective matters enough for me to understand it before I judge it.”**

That builds trust.

And trust changes conversations.

People tell you problems earlier.

They admit mistakes sooner.

They challenge assumptions more openly.

They ask for help before performance collapses.

That is why curiosity is not weakness.

It is not indecision.

And it is certainly not ignorance.

**Curiosity is disciplined leadership.**

You don’t need to be the smartest person in every conversation.

You need to create an environment where the team can become smarter **because of the conversation.**

So here is your challenge:

Before giving your next piece of advice, pause.

Ask **one more question.**

You may discover that the answer you were preparing to give was never the answer they needed.

Now I want to hear yours:

**What is ONE question you regularly ask your team that consistently creates better conversations?**

Put the exact question in the comments.

Someone reading your answer may use it in their next coaching session.

Follow my profile if you lead people in **BPO, Shared Services, or another frontline environment.** **Dear Rebel** is where we talk about the leadership situations that become real before anyone teaches you how to handle them.

The BPO Jedi - Ytchiey

31/08/2026

29/08/2026

29/08/2026

28/08/2026

27/08/2026

26/08/2026

25/08/2026

24/08/2026

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23/08/2026

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