Adaptive Leadership

Leadership Basics

Objectives for our Development

Are leaders born or made?

Champion solutions to organizational challenges

Communicates the unit’s mission, values, and vision

Share knowledge, experience and advice with subordinates

Inspire others to follow his or her lead

Modifies plans to adapt to changing situations

Energizes employees

Establishes a vision for the future of the department, division, or organization

Tries new ways of doing things

Responds to changing organizational demands effectively

What are the traits of a good LEADER?

Honest —.

Competent —

Forward-looking —

Inspiring —

Intelligent —

Fair-minded —

Broad-minded —

Courageous —

Straightforward —

Imaginative —

“If your actions inspire others to dream more, learn more, do more and become more, you are a leader.”  John Quincy Adams quotes (

American 6th US President (1825-29),

Compiled by the Santa Clara University and the Tom Peters Group:

Jack LOST

Directing or Supporting ?1. ____Goal Setting2. ____Praise and encourage3. ____Clarify roles4. ____Ask for input5. ____Develop action plans6. ____Sharing information about organization7. ___ Showing and telling why8. ____Establishing timelines9. ____Facilitating problem solving10. ____Evaluating 11. ____Sharing information about self12. ____Explain why13. ____Identifying priorities14. ____Listening and confirming you heard

DSDSDSSDSDSSDS

Leadership Styles and BehaviorsTELLING

Defining Planning/Prioritizing Orienting Teaching/Showing and Telling How Checking/monitoring Giving Feedback

 Jim Rohn quote (American Speaker and Author.)

“

If someone is going down the wrong road, he doesn't need motivation to speed him up. What he needs is education to turn him around”

Different Approaches to Dealing with a Problem Employee

Dr speaking to Mom Directive

What you really want to do!

Leadership Styles and BehaviorsCoaching

◦Exploring/Asking ◦Explaining/Clarifying ◦Redirecting ◦Sharing Feedback ◦Encouraging ◦Praising

“The day soldiers stop bringing you their problems is the day you have stopped leading them. They have either lost confidence that you can help them or concluded that you do not care. Either case is a failure of leadership.”

Colin Powell quotes (Chairman of the US Joint Chiefs of Staff (1989-93).

Leadership Styles and Behaviors

Participating

◦Asking/Listening ◦Reassuring ◦Facilitating self-reliant problem solving ◦Collaborating ◦Encouraging Feedback ◦Appreciating

“A leader's role is to raise people's aspirations for what they can become and to release their energies so they will try to get there.”

David R. Gergen quotes (American journalist and U.S. White House advisor b. 1942)

Leadership Styles and Behaviors

Delegating

◦Allowing/Trusting ◦Confirming ◦Empowering ◦Affirming ◦Acknowledging ◦Challenging

“A leader is not an administrator who loves to run others, but someone who carries water for his people so that they can get on with their jobs”

Robert Townsend quotes

Bowling with the CEOs

How inspiration works!

Employee Development Path

Hired

? Knowledge,

Skills & Abilities

Learner Doer

Novice Rookie Producer Expert

STAR

Motivation / Commitment

Knowledge Skills Abilities

Development Scenario # 1

Tom is the warehouse manager and has been asked to develop a

plan to “slot” the new customer’s inventory into the warehouse

and staging for intermixing the new client’s inventory with the

existing client’s inventory for deliver. He will need to put in a

good bit of time on the weekends just to get this done on time.

It is overwhelming. His manager has told him to get this done

and that he is the only one the LDC can afford to put on this

plan development. Tom is concerned that he does not have a

good enough grasp of the situation and it’s requirements. Tom

wishes he could get some more information.

Rookie

Has transferable skills to this

new task. Shows

concern.

Development Scenario # 2

Kelly has been asked to put together a team from her region to

look at developing relationships with other prospective

customers in the South-West; including Mexico. This is a great

opportunity and she is excited. She does not have any

experience in that market area and has no contacts in that

market. She tells you she isn’t sure where to start.

Novice

Has never done this

task before. Shows

motivation.

Development Scenario # 3

Will’s manager wants an evaluation of each of his

Material Handlers, their strengths and their

weaknesses. One will be offered a fulltime position

and take some of the duties from Will. Allowing Will

to take on new responsibilities and challenges. Will

has never written an evaluation before but has

always been seen to be fair and consistent. Will’s

verbal assessments have always been “spot on.”

Expert

Has been doing the task. Does not show any

signs of lack of motivation nor commitment.

Development Scenario # 4

Troy has seen the latest Profit & Loss and it has shown a trend in

higher personal cost over production. He must reduce personnel

cost by 10%. He is concerned the lost of personnel or the

reduction of income to his people will impact adversely the

services he is providing to this new client with a large potential

for expansion in services needed from his business unit. Troy

knows that if he can streamline some processes that he can

avoid the personnel reduction or reduction in wages with the

increase in deliveries to the new customer. Troy’s manager has

asked him to present his plan to the regional team next week.

Troy is nervous. What if he is not persuasive?

Motivation is less than

100%

Producer

Match OR Mismatch?

John is in his mid 30’s, has worked for over 3 years as an installer. He is your new Building Specialist. His previous experience in the building trade was as a subcontractor to an apartment complex developer/builder as an installer.

John’s current position requires knowledge of installation, delivery timing and staging, and the managerial skills to hold others accountable to standards of service.

John the Building Specialist

John’s performance has had moments of success and opportunities. You have just gotten off the phone with one of our building customers who is very dissatisfied with the install of over thirty double stacked washers and dryers. They are not level and the exhaust ducts are not securely fastened. Walls on the inside of the closet where the units sit are scratched and dirty.

Match or Mismatch?

Novice

Rookie Producer

Expert

Tell

Coach Participate

Delegate

4 John the Building Specialist.4 What is the Task?4 Is the individual Learning or Not?4 Is the individual Motivated?

Match OR Mismatch?

Mary is your Customer Service Representative. She has worked with your department for about 3 months. Prior to this she worked in the delivery scheduling function of a Home Air Conditioning and Heating service.

Mary the Customer Service Rep.

Our Delivery Installers have brought up numerous complaints; Customers were not aware of the time they were getting the delivery/install. The Customer expected a different service than what was on the delivery sheet. Telephone numbers were wrong. Also some products were of the wrong color or model. Delivery Installers could not get down the street to the home from any direction due to overhanging limbs or narrow streets with on street parking.

Match or Mismatch?

Novice Rookie Producer Expert

Tell Coach Participate Delegate

Mary the Customer Service Rep.

What is the Task?Is she Learning or Doing?Is she motivated/committed?

What would you say ?# 1

Will’s manager wants an evaluation of each of his

Material Handlers, their strengths and their

weaknesses. One will be offered a fulltime position

and take some of the duties from Will. Allowing Will

to take on new responsibilities and challenges. Will

has never written an evaluation before but has

always been seen to be fair and consistent. Will’s

verbal assessments have always been “spot on.”

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

What would you Say? # 2 Troy has seen the latest P & L showing a trend in higher

personal cost over production. He must reduce

personnel cost by 10%. The lost of personnel or

reduction of income to his people will adversely impact

the services we provide to this new client with a large

potential for expansion. Troy knows that if you can

streamline some processes he can avoid the reductions

with the increase in deliveries for the new customer

and more efficient routing. Troy’s manager has asked

him to present his plan to the regional team

next week. Troy is nervous.

What if he is not persuasive?

What would you Say?# 3

Tom is the warehouse manager and has been asked

to develop a plan to “slot” the new customer’s

inventory into the warehouse and staging for

intermixing the new client’s inventory with the

existing client’s inventory for delivery. It is

overwhelming. Tom is concerned that he does not

have a good enough grasp of the situation and it’s

requirements. Tom wishes he could get some more

information.

What would you SAY?# 4

Kelly has been asked to put together a team from

her region to look at developing relationships

with other prospective customers in the South-

West; including Mexico. This is a great

opportunity and she is excited. She does not

have any experience in that market area and has

no contacts in that market. She tells you she

isn’t sure where to start.

What would you SAY?# 5

During an audit/check ride your employee was found to not

be following policy in that he was not wearing a seat belt.

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

What would you SAY?# 6

Marty has taken on a very negative attitude toward the new

employees. Doing only what has been asked of him and

only when he is ready to do so. He had difficulty with the

revised tracking and reporting system recently installed

into the departments processes. He was the expert in the

previous system and was always willing to share his

knowledge and demonstrate his skills.

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

What would you SAY?# 7

You have noticed that Tom has been “surfing the internet” a

lot toward the end of the daily shift. He never “chit chats”

with his near by coworkers. His work is always done and

done well. He is meeting the goals set for him. The

computer security says he is visiting a lot of job listing

sites.

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

What would you SAY?# 8

A Carrier Sales Coordinator has not meet the percent to

market goals for the past two months. Prior to this

she was on target for 6 months straight. She has

been late to work for two occasions and has had to

leave work early twice this week. Her coworkers have

seen a definite change in her attitude toward work

and how she speaks to the prospective carriers.

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

What would you SAY?# 9

Brad is your supervisor of the warehouse. Freight is not getting on

the delivery trucks as it should. It is not loaded according to the

planned stops every time. The night shift lead is new to the

position (2 months). This has been brought to Brad’s attention by

the installers before today.

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

What would you SAY?# 10

Customers are complaining about the abrupt behavior of

your employee. You have received four complaints this

week. Prior to this month you have never had any

complaints with this employee (three years with company)

This employee is now delivering for our newest client

“Have it Your Way.”

Rookie

Producer

Expert

Novice

Coach

Participate

Delegate

Tell

Partnering With Your employees for Development

Measuring Performance

◦ What do you measure?

◦ When do you measure?

◦ When do you act?

◦ How do you act?

How do we know they need development?

Partnering With Your employees for Development

Setting development goals

◦How are the goals to be met?

◦When do you measure?

◦When do you act?

◦How do you act?

How do we plan for success?

Partnering With Your employees for Development

Specific and Measurable

Motivating

Attainable

Relevant

Track Able

Time Bound

SMARTT goal setting model

Partnering With Your employees for Development

Clarity between the Manager/Leader and the Employee Out Come is beneficial to the Business and the

Employee Reachable goal Impacts the business directly Clear connection to change in behavior Contract limit Both parties can see the process and can see

themselves being successful. CAN DO Attitude!

What is to be done & how it is to be done.

Coaching:

Partnering With Your employees for Development

◦Spelled out in the Development Discussion◦Provide opportunities◦Take advantage of unplanned opportunities◦Utilize other “experts” to support◦Consistency/Fairness◦One plan does not fit all

How do we support this development process?

Coaching:

Partnering With Your employees for Development

◦Performance Evaluations

◦Potential Evaluations

◦How does this development plan fit in?

◦How do Honesty, Fairness, Values, Consistency and Vision impact this process?

How do we support this development process?

Accountability

True Leadership

http://www.youtube.com/watch?v=tZHHfrKpp4M&feature=BF&list=QL&index=6

One bullet away.