The funeral of Princess Diana in 1997 was watched by hundreds of millions around the world. Love her or hate her, see her as a brainless blonde or an astute political player who shrewdly used the media to her own ends; however you see Diana you can't deny that this one woman made history. In the wake of Diana's death we learnt that this Queen of People's Hearts was the greatest fundraiser of all time. Hundreds of thousands queued around the clock (often without food and subject to blistering heat and rain) to sign a book of condolence for a dead woman they had never met. We heard constant questioning of the validity of the monarchy and the suitability of the Windsor family to head the British Establishment.
Queen Elizabeth in her unprecedented speech to a nation in mourning was clear: Diana the woman, Diana the phenomenon, had a lot to teach us. Diana called herself a product – worth millions to the media who used her image ceaselessly, to the charities she supported and to the fashion designers whose creations she wore. Diana was a politician who single-handedly turned tradition on its head and raised questions others were too frightened to ask. Diana was a leader who won the hearts and minds of millions around the world.
She gave people a sense of belonging, she echoed their self-doubts and mirrored their life's journey. Diana's style, beauty and royal title were invaluable in attracting worldwide attention but interviews with grievers made it clear that it was Diana's humanity, her vulnerability and her caring that made her the People's Princess. "She's one of us," uttered public and politicians alike.
The Royals, doyens of traditional leadership training, were all stiff upper lip. As the piles of flowers around the royal palaces grew, one had to notice that Diana had achieved loyalty and respect that would send most leaders green with envy. Diana exemplified honesty and integrity – in so doing she made the monarchy transparent to her public, who saw behind the palace walls through her eyes. Many didn't like what they saw and called for change.
Similar trends run through the corporate world. Leaders can strip mavericks of their titles and privilege, but if the rebels are telling the truth and they have public respect it might be the establishment that totters. Diana let people see her humanity. This laid her open to attack but allowed her to ‘touch people's hearts’. Business leaders constantly maintaining a facade of strength, invulnerability and control fool no one. Their fears simply ripple throughout their organisations causing people to hide the truth and spend inordinate amounts of time playing politics – always putting their ‘best foot forward’ rather than uncovering problems and working to solve them.
Business leaders might choose to dismiss the lessons Diana taught. To do so would be foolish. Diana's public contains the consumers, workers and increasingly the shareholders of today's business leaders. If these leaders want the loyalty, commitment, power and energy of their people that comes with world-class leadership skill, they will need to learn the nebulous ways that allow them to touch the hearts of their public.
