PART 1Chapt 1
The five practices of exemplary leadership
Dick, was an executive for bank of Americas consumer call center. He felt that people where notenjoying what they where doing and their performance was decreasing.
He decided to sit for 3 days to talk and listening to people, did interviews.
He said: “if you keep your eyes open and periodically actually shut your mouth and you have thecourage to turn the mirror around on yourself, its amazing what you can learn and how you can changethings”.
He led his employees describe the company with 5 adjectives, he found out words such as: not fun,disorganized, frustrating, and volatile. But also found positive ones such as dedicated energetic andsupportive.
He also asked them to describe how they see the future of the company, found out words as; amazingresults, world class, learn and grow. With those inspirations he created a mission, mission and set of values (which they called commitments).1.He said that what was missing in his life was the ability to make a difference in people’s lives.2.He told his story to the employees, he was nothing at the beginning but he wanted to be really be in thecall center, eventually became the senior manager.3.Dick said:1.If you have an issue, open your mouth!2.Give me ideas to proposals3.If you want to be like a partner then you sign up for some responsibility in the process4.Empower to act.
he did several things to reinforce things in the company:4.Constantly reinstates the mission, commitments and vision.5.Gives a “you said, we did” report. Then are discussions of the initiatives.6.There is a report on the month performance with “celebrating heroes” (individuals who made acontribution to the center is publically recognized)7.“pride day” ( personal responsibility in delivering excellence) people where the logo merchandise, hasdifferent colors that symbolizes the values, vision and mission.- He said that “if you are not willing to be innovative and do things differently, we are going to have thecompetition pass us like we’re sitting still on the freeway”.-Dick demonstrates exemplary leadership skills, show others how to seize the opportunities to bring the bestof others and guide them in the journey.
LEADERSHIP OPPORTUNITIES ARE EVERYWHERE:
-Leadership can happen everywhere, in public private or social sector; at home school or community.
Claire Owen is founder and leader of vision and values of the SG grouping London. A 110 person firm that’sa collection of four businesses designed to meet the marketing and human resource recruitment needs of