Leading the Service Wave

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Chapter
three

• Leading the Service Wave

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If you want to build a ship, dont herd people
together to collect wood and dont assign them
tasks and work, but rather teach them to long for
the endless immensity of the sea.Antoine de
Saint-Exupéry
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Changing Corporate Environments

• Force organizations to reexamine their strategy
  toward
• their markets
• their employees
• their customers
• Require adaptation through
• employee initiative and innovation
• employee flexibility and productivity

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Early Definitions of Leadership

• Greek each individual was a potential leader
  and had an equal right to speak.
• Early definitions
• tended to be more authoritarian or centered on
  great man
• emphasized control and centralization of power

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Traditional Concepts of Leadership

• Leadership involves one leader and a group of
  followers.
• Leaders use dominance, motivation, and influence
  as their primary tools.

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The Focus of Leadership

• Shifting away from the person to the process of
  leadership
• Involving entire organizations in the act of
  leadership

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Research trends Who are leaders?

• Researchers tried to identify the attributes of
  great leaders.
• Assumption Leadership could be explained by
  innate qualities.

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Research trends What do leaders do?

• Attention shifted from trying to find universal
  traits among leaders to monitoring the behavior
  of leaders.

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Trends in the Leadership LiteratureHow, what,
and when . . .

• Two general types of leadership behaviors
• Task-oriented
• Person-oriented
• No consideration of circumstances and
  environments surrounding and affecting leaders

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Trends in the Leadership LiteratureWhen does
leadership matter?

• The attention has been focusing on the
  relationship between leadership and change.

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Trends in the Leadership LiteratureLeadership is
everywhere!

• Leadership can and should be regarded as a broad
  phenomenon.
• The concept should not be isolated to a single
  person labeled the leader.

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Trends in the Leadership Literature

• Leadership is defined as the accomplishment of
  group purpose, which is furthered not only by
  effective leaders but also by innovators,
  entrepreneurs, and thinkers by the availability
  of resources by questions of value and social
  cohesion.
• (Horner, 1997)

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Leadership Is a Process

• Anyone and everyone can become a leader.
• Leadership is closely associated with the theory
  of corporate culture.

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SuperLeadership

• The most appropriate leader is one who can lead
  others to lead themselves.
• Leaders become great by tapping into or releasing
  the potential and abilities of others.

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Leadership Mind Set Takes Courage

• Organizations, managers, and employees must go
  beyond what is expected of them.
• Leadership is not
• simply monitoring and fulfilling the needs of
  those around you
• simply performing anticipated or expected acts

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Successful Leaders . . .

• Are hard-working
• Are emotionally stable
• Are self-confident and self-controlled
• Are power- and results-oriented
• Have integrity
• Have a hunger for learning

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Why Leaders Succeed

• Leaders mentor leadership by setting examples in
  their own words and actions.
• Leaders engender trust.
• Leaders inspire others because of their
  personality and charisma.
• They avoid negative or derailing behaviors.

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Unsuccessful leaders are . . .

• arrogant moody
• untrustworthy insensitive
• compulsive abrasive

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Unsuccessful leaders . . .

• Are less emotionally stable
• Are apologetic and defensive
• Tend to have less integrity
• Tend to have inferior communication skills
• Often overestimate their own power

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Empowerment

• To give power to someone, to authorize, to
  energize
• To allow employees at any level to show
  initiative

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Why Empowerment?

• Managers can no longer be the source of all
  knowledge.
• Managers need to consult and involve those
  around them in
• Intelligence gathering
• Communicating
• Decision making

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Benefits of Empowerment

• Increased productivity
• Enthusiasm
• Higher morale and creativity
• Higher quality products and services
• Improved teamwork

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Benefits of Empowerment

• Improved customer service and competitive
  position
• Increased speed and responsiveness
• Lessened emotional impact of demoralizing
  organizational changes

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How Has Empowerment Worked?

• Success rate? varying degrees of success
• Employees? Empowerment more myth than reality
• How much empowerment? No consensus

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Figure 3.1Empowerment Continuum
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Controlled Empowerment

• Structured teamwork through
• Careful experimental design
• Structured meetings
• Strict goal setting and measurement

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Every individual should . . .

• Believe he or she has the ability to handle the
  task
• Believe his or her interest is best served by
  protecting and preserving the organizations
  interests
• Take the initiative to act in the organizations
  interests

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Distributed leadership . . .

• Allows all members of an organization to be
  leaders in some sense
• Makes leadership an isssue of influence not
  just authority
• Requires solid management skills
• Requires good HR management

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Abandon Traditional Hierarchical Management

• Abandon the use of the word leader
• Concentrate on how the organization can exercise
  a leadership mind set

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Toward a Leadership Culture

• Corporate culture a process to help employees
  understand the organization and their roles
• Cultural management an important element of
  leadership
• Collective leadership mind set a mind set
  employees have about their roles

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Building a Leadership Culture That Empowers

• Employees must assume an active role based on
• intrinsic motivation for decision making
• shared responsibilities
• integration for problem solving

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Management Skills
Tactical perspective
Strategic perspective

• Essential in high-involvement situations
• Leading through vision/values
• Building trust
• Facilitating learning
• Building partnerships within the organization

• Communication skills
• Performance management
• Analysis and judgment
• Coaching and championing continuous improvement
• Empowerment

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Summary

• A paradigm shift to empowered leadership has
  occured.
• Managers create an environment where employees
  manage their own behaviors guided by a clear
  corporate framework.
• Individuals take on more responsibility, have
  more influence, and consequently require more
  leadership qualities.

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Key Concepts

• Leadership
• Great man theory
• Collective leadership
• Empowerment