“Leadership is ultimately about creating a way for people to contribute to making something extraordinary happen”-Alan Keith Dick Nettle, an executive for Bank America’s Consumer Call Center, shows how a leader can seize the opportunities to bring out the best in Others and guide them on the journey to accomplish challenging goals. He serves as a role model for leaders Who want to achieve exceptional things. In his organization people were disemboweled and they described the organization as imprecise, failing, disorganized, frustrating, not fun etc.
This was one Of Dick’s ways to collect ATA and he also interviewed and listened to people for entire days. Then Dick asked the employees to describe how they would like the organization to look like. People said, world class, a model for other to follow, true passion for customers. Based on this Dick started to craft a vision. (You can read the mission statement on p. 5. ) Over the next 6 weeks Dick held 22 45-minute stats- of-the- center meetings with every team in the call center.
He started the meetings with their vision and what they are committed to, Then he told them his story at Bank of America and the reason that he left that his true passion was to work with people to make a difference in their life. When the employees heard his story they realize he was “a champion on their side(6). ” He also made it clear in the meeting that changing the call was everybody’s business. Then he held monthly town hall meetings, which concluded “Celebrating Heroes Dick and managers would recognize each other. Gave out medals that said PRIDE.
Second case talks about Claire, a founder of a consultancy business. She visions it to be everywhere and that it would have phenomenal reputation. Her motto is “the future is now/’- Rather than vitiating to run the business the way she thinks it should be run, he’s bringing it to life every day of the week. Candidate driven business, but staff is even more important to her. Staff turnover is very low as a result. Both Of these are examples Of personal-best-leadership- research examples that Souses and Poster have conducted.
When getting extraordinary things done in organizations leader engage in the Five Practices Of Exemplary Leadership. They emphasize that leadership is not about personality; its about behavior. Model the way: Behavior wins you respect not tiles. Leaders must model the way. Leaders must first clarify values, They must first find their own voice and then give voice o their values. Leaders must stand up for their beliefs, but it is not just the leaders values that are important. They speak on behalf of a larger organization and must forge agreement around common principles and common ideals.
Words and deeds must be consistent, The two stories were about the power of spending time with someone, tot telling stories that made values come alive, of being highly visible during times of uncertainty, and to get Pl think about values and priorities. Modeling the way is about earning the respect and right to lead through direct involvement and action. people follow first the person, then the plan. Inspire a Shared Vision: Having beliefs and dreams, and being confident that they had the ability to make it happen. Leaders envision, exciting and ennobling possibilities.
They have a desire to change. They live their lives backwards; they see pictures in their mind of what the results will look like. Leadership is a dialogue not a monologue. “If you do not believe enough to share it, talk about it, and get Others excited about it then its not much of a Challenge the Process: Leaders venture out. Both of the people in their case did not sit back and waiting or fate or luck. Rather they seek for challenge and accept challenges. Leaders are willing to step into the unknown. It involves taking risk and experimenting.
Small wins help in dealing with potential risks and failures. They build confidence 50 that even the biggest challenges can be met. Leaders also learn constantly from their errors and failures. Try, fail, learn. Enable others to Act: Dreams do not become significant through the action of a single person. It requires team effort. The importance of using the word ‘we’ instead of l. Leaders foster collaboration and build trust. They engage others to work gather; they make it possible for others to do good work. “Leaders enable other to act not by hoarding the power they have but giving it away (21). Inclusion and not exclusion ensures that everyone thinks that they are owners and leaders. In the two cases, leaders proudly discussed teamwork, trust, and empowerment as essential elements of their efforts Encourage the Heart: Leaders carry the heart of their constituents to carry on, when things become hard. Genuine acts of caring uplift the spirits and draw people forward, e. G. The importance of personal thank you note than a simple e-mail, This makes people eel cared about and genuinely appreciated by their leaders.