Rethinking Measurements: A Leadership Mindset Shift for Real Impact

By Carly Tysoe

During a recent commercial awareness session with a group of evolving leaders, I noticed a familiar tension surface the moment I mentioned KPI’s. Those three little letters that can make even experienced professionals shift uncomfortably in their seats.

For many, Key Performance Indicators represent control, pressure, and a lack of trust. Yet, when used well, measurements (both quantitative and qualitative) are powerful tools for growth, clarity, and direction.

So why does the word “measurement” spark such resistance? And what can leaders do to change that mindset, both for themselves and their teams?

Let’s explore how leaders can reframe their approach to measurements, how to have constructive conversations about them, and why this mindset shift is essential to effective leadership in today’s world.

Mindset Towards Measurements: From Policing to Empowering

For many teams, measurements have historically been associated with scrutiny rather than support. Think of performance dashboards that only highlight redflags, or KPIs tied solely to financial results rather than learning and improvement. It’s no surprise that people begin to view measurement as a “stick” rather than a “compass.”

But great leaders understand that measurements are not about policing performance they’re about unlocking potential.

When we view data (both the numbers and the narratives) as information for improvement, rather than evidence of failure, we begin to create a culture of curiosity instead of fear. This is the mindset shift from “checking up” to “checking in.”

Instead of asking,

“Why didn’t we hit target?”

try asking,

“What’s this data telling us about what’s working and what’s not?”

That subtle change reframes measurements from blame to learning. It opens the door for honest conversations, innovation, and shared ownership of results.

The balanced view: Quantitative and qualitative

While KPIs (quantitative) are crucial for tracking progress, qualitative data such as feedback, stories, and customer sentiment, provides the context that gives those numbers meaning. Leaders who value both can see the full picture. For example:

● A KPI might show that sales conversions are down.

● Qualitative feedback might reveal that the new onboarding process feels rushed or impersonal.

Actionable insights — not just statistics.

How to Talk About Measurements to Remove Resistance

Language plays a huge role in how measurements are perceived, especially if they are something that you are only just introducing into your industry. As a leader, the way you frame discussions around KPIs or targets can either motivate or demoralise.

Here are a few strategies to reframe the conversation:

a. Connect measures to purpose

When people understand why something is being measured and how it connects to the bigger picture they’re far more likely to engage positively.

For instance, instead of saying:

“We need to improve our customer satisfaction score to 90%.”

Try:

“We want to understand what’s driving customer satisfaction so we can deliver experiences that make our clients feel valued and supported.”

The measure hasn’t changed but the motivation behind it feels more human and meaningful.

b. Co-create the metrics

Whenever possible, involve your team in defining what “success” looks like. Ask:

● What outcomes matter most to us and our customers?
● What would meaningful progress look like?
● How can we measure it together?

Co-created measures foster ownership. When people have a hand in shaping the metrics, they’re more invested in achieving them.

c. Balance accountability with support

If measurements are only ever used to evaluate performance, they’ll always be met with resistance. But if they’re also used to enable growth — to spot coaching opportunities, resource gaps, or process improvements, they become tools for development.

A leader’s role is to make sure data leads to dialogue.

Instead of reporting numbers in isolation, ask open questions:

● What’s helping us succeed?
● What barriers are we noticing?
● What can we learn from this trend?

When data drives conversation rather than correction, it becomes a catalyst for improvement.
Things like partnership language (us/we) highlight that you are in it together.

How Do You Know What Direction You Are Moving In?

Every organisation and every leader is on a journey. But without measurement, it’s like setting out on a road trip with no map, no milestones, and no way of knowing if you’re getting closer to your destination.

Measurements provide that navigation system. They show whether the decisions you’re making are moving you in the right direction or whether you need to course-correct.

The danger of “busyness over progress”

Leaders often equate activity with achievement. But without clear measurement, you risk investing time, energy, and resources into initiatives that don’t actually move the needle. Measurements help answer the critical question:

“Are we being effective, or just busy?”

Progress over perfection

Another important mindset shift is to focus on progress, not perfection. Measurements shouldn’t only capture end results. They should also track movement and improvement over time.
This approach encourages teams to celebrate small wins, recognise effort, and stay motivated even when outcomes aren’t yet where they need to be.

For example:

● Instead of just tracking “employee engagement score,” track “frequency of meaningful
1:1 conversations” as a leading indicator.

● Instead of only measuring “revenue growth,” also measure “pipeline development” or
“customer referral rates.”

By doing so, you gain insight into why results are improving, not just whether they are.

The Importance of This Skill in Leadership

The ability to interpret, communicate, and use measurements effectively is a critical leadership skill. One that directly influences organisational culture, trust, and performance.

Here’s why:

a. Clarity creates confidence

When leaders clearly communicate what success looks like and how it will be measured, it removes ambiguity. Teams know where they stand, what’s expected, and how their contributions make a difference. This clarity boosts confidence and engagement.

b. Data-driven empathy

Effective leaders don’t just rely on numbers; they combine them with human insight. They can hold space for both data and dialogue. This balance allows them to make informed decisions that are both commercially sound and emotionally intelligent.

c. Sustainable performance

Measurement done right drives sustainable performance — not just short-term wins. Leaders who use measurements to learn, adapt, and grow create teams that are resilient, self-aware, and capable of continuous improvement.

d. Building a culture of accountability

When measurements are transparent and fair, they build a culture of shared accountability. Everyone understands the goals, sees the progress, and feels ownership of the outcomes.

Accountability stops being something that’s “done to” people, and becomes something that’s “shared by” people.

Final Thoughts: Turning Measurement into Momentum

As leaders, we have a choice in how we approach measurements. We can treat them as judgement tools, something to fear and defend or as learning tools, something to explore and grow from.

Reframing measurements isn’t just about better KPIs; it’s about better conversations, stronger relationships, and smarter decision-making. When leaders shift from a mindset of compliance to a mindset of curiosity, data becomes a source of empowerment.

So next time your team flinches at the mention of KPIs, pause and ask:

“How might we use measurements to help us learn, improve, and succeed together?”

That’s where the real power of measurement lies.