Dear Sir / Mam I believe that one should lead by example and an integral part of this is to have a thorough understanding of both the processes and the systems. He or she needs to understand the deliverables and targets set and thereafter should always plan and be prepared in order to know at which part of the process they're in. This creates the ability to recognize whether the deadline will be met and if there is need for the contingency plan to be put in place. I am also a firm believer that one needs to build relationships with staff as you would with customers and clients, which in turn positively affects workflow. Regards D Naicker