Good morning, Broadsheet readers! Kate Middleton finishes chemotherapy, Beyoncé gets snubbed, and Fortune’s Nina Ajemian speaks to former AT&T Business CEO Anne Chow about the importance of inclusion. Have a great Tuesday!
– Leadership legacy. When Anne Chow first joined AT&T in 1990, she thought she’d stay for five years. She certainly didn’t intend to stay for 32. Over her three-decade career at the telecommunications company, Chow held 17 roles. She worked under 26 bosses. And she ended her tenure as AT&T Business’ first female CEO, which also made her the company’s first internal female CEO of color. She oversaw 35,000 employees at the $35 billion unit.
“I wanted to impart that view of leadership in a very practical way. I’m not a researcher. I’m not an academic,” she told me. “I’m a practitioner.”
Chow started her career in network engineering and then moved to customer service, where she was quickly put in charge of hundreds of employees. She was younger than the team she was leading and had no managerial experience yet. “[A] group of them bet me early on that I would be gone in six months,” Chow said. They lost that bet. Chow stayed in the role for three years and later moved into sales; she spent around three quarters of her career in customer-facing positions.
“I learned in those formative roles that every business is a people business,” she said. Her “people-centered” leadership style would guide her through the rest of her years at AT&T.
At the core of Chow’s leadership philosophy is inclusion, which she values on both a personal and professional level. “Inclusion wasn’t the word at the time, but I knew what it felt to be different and on the outside, and I knew what it meant to really feel like you belong to something,” says Chow, whose parents were born in Taiwan.
Inclusion and belonging are often considered “soft skills,” a categorization that Chow rejects. “[T]hose are not soft skills. They’re human skills,” she said. “Leadership is about compelling people to do something and get something done. It’s about compelling people to individually and collectively change their behavior and move in a common direction to get work done. So who doesn’t need human skills for that?”
Her lengthy tenure at AT&T wasn’t all smooth sailing. In 2005, AT&T was acquired by SBC Communications for $16 billion. “I lost every layer of management above me, every mentor and sponsor that I had built up over 15 years except one,” said Chow. “[I]t was the same industry, but it was a totally different culture.”
Chow now sees the bright side of that upheaval: It kept her job fresh, which played to her strengths. “My Achilles’ heel is boredom,” she said. She prefers environments where she can continuously learn and grow. “I was fortunate in that the company I happened to pick first had an immense amount of opportunity, functionally, cross-functionally.”
Nina Ajemian
nina.ajemian@fortune.com
