Last week we explored the first concept of “The Big Three.” This week, we’ll outline the second one. This one is quite simple – It’s merely a suggested two-word definition of leadership.
T=r+d …where T is “trust,” r is “reliability,” and d is “delight.” I attended EntreFest 2011, and one of the best sessions I attended was
In light of the earlier posts regarding generational differences, this article adds nicely to those thoughts: Why Gen Y-ers are Better at Customer Service : The World :: American Express OPEN Forum.
Dig the little things. The best leaders, businesses, organizations, churches, workers realize this.
My dentist has a cool aquarium in the waiting room, with fish that he periodically rotates from his collection. I only stay at the Savery Hotel once per year, but Ross in sales knows what room I like. I bet you have examples, too.
Sometime, when people are urged to take a positive approach to leadership, there is some push-back. Some people seem to equate “positivity” with being super-nice, but being kind is much deeper than a spewing of empty compliments like “good job” or “nice work” or “super!”
An approach that upholds high standards and is very specific about behavior is positive, but not soft. Be rigorous, not ruthless.
“What don’t I know I don’t know?”
Putting the needs of others first, and acting in support of your organization are key elements of servant leadership. That’s basic. But there can be an arrogance there, too; you can assume that you know what is needed – because you’re the leader, and you ought to know. This is what Peter Block refers to as a paternalistic view of leadership — “taking care” of people who “don’t know better” as opposed to a true commitment to learning what is needed.
What would it be like if the managers modeled the behavior that ought to be expected?
Ever seen a train? Ever seen the cars pass the engine? Never. If you’re a leader, and you do things at level 10, your followers will likely do them at an “8”. If you have a rough day, and your effort is a “7”, expect your followers to be at a “5”.
To paraphrase Kouzes and Posner:
Leaders model the way by setting the example for others in ways that are consistent with their values. This promotes consistent progress and building of commitment.
Recently, I ate breakfast at the Starbucks on 86th in Johnston (Iowa) on my way to a leadership workshop with the Waukee High School Warrior Wrestling program. As I drank my coffee and prepared the workshop, I would occasionally look … Read More