Fluent Essays

The purpose of this final reflective paper is to look back at what you have learned during the all powerpoints and informations of textbook to reflect on it while applying it to your current and future leadership. This is not a book review. It is your personal analysis, synthesis and reflection of WHAT you have learned in this course and HOW you will use the knowledge in practicing leadership from a servant-oriented lens. Please follow all DETAILS:  This paper is 7 - 9 pages long. – 2\% per page deductions for too many or not enough pages. Title Page – APA format. I. Introduction: ½ - 1 page – outlines what the paper is going to discuss. II. Main Body of Paper: 5 - 6 pages You must include the following:  1. Theory:   Four (4) concepts or ideas from the LDRS Class material that has impacted you and which will better your servant leadership skills now and in your future. You must only use all the course material to date. For example: § Blanchard, et.al. (2016) The Domains of Leading like Jesus; Heart, Habits, Head, Hands. Leading Positive Change. EGOS Anonymous.  1) Wilkes (1998) 7 principles; #1 Humble Your Heart, #2 First Be a Follower, #3 Find Greatness in Service, #4 Take Risks, #5 Take up the Towel, #6 Share Responsibility and Authority, and #7 Build a Team. 2) Toister (2017) Understanding Service Culture and Implementing change.  3) Gary Chapman’s - 5 Love Languages or Robert Greenleaf’s 10 Traits of Servant Leadership. 4) Vision, Mission, Values, and Goals from both Blanchard et al, and Wilkes.  5) Concepts from readings in the assigned articles from LDRS 300 that impacted you. 6) Ideas or discussions from LDRS 300 lectures, DQ forums, class activities and your Group Project. 2. Your Practical Applications: How will you use the 4 Servant Leadership concepts, practices, or theories you have chosen to write about now in your Leadership now and in your future career? (If you do not see a use for Servant Leadership practices, concepts or theories then explain why not.) 1) Give examples from other sources or personal experiences. In what ways do you see the four Servant Leadership practices you wrote about create an environment for success? 2) Give an example.  What challenges in using these practices, concepts or theories do you anticipate? III. Conclusion: ½ -1 page – explains a summary of your main thoughts in this paper. IV. References: 1 page – done in APA format. Attention, this is important!  You must include at least 8 Citations in APA format from 4 different sources used in LDRS 300 in your paper. 1. Since this is a reflection paper on the content of LDRS 300, you MUST include references from the sources we used in this class. 1) The three textbooks used in this LDRS 300 classes. 2) Lectures from LDRS 300. 3) Assigned Readings in Moodle for LDRS 300. 2. Other academic sources used throughout this course are permitted to reinforce a thought or theory but do not replace the three textbooks used in this course. 1)Outside peer reviewed academic sources as well as published authors may be used to support your writing but are not to replace the three textbooks used in this course. However, blogs, social media outlets, Wikipedia, Buzzfeed, Dictionaries, etc. are NOT acceptable sources for references.  FORMAT: Using APA Style (7th Edition) for paper formatting and references, pay attention to the following: 1. 12pt font, Times New Roman, double spaced, 2.54 cm margins. 2. Include page numbers, references and title page. 3. Use subtitles throughout paper to organize ideas use APA formatting. 4. Each idea/ concept or theory you present must have a reference from the texts, lectures, PowerPoints or assigned readings. Your paper will not be graded if the conditions outlined above are not met.The Service Culture Handbook The Service Culture Handbook A STEP - BY - STEP GUIDE TO GETTING YOUR EMPLOYEES OBSESSED WITH CUSTOMER SERVICE Jeff Toister Copyright © 2017 Jeff Toister All rights reserved. ISBN-13: 9780692842003 ISBN-10: 0692842004 Table of Contents Acknowledgements Introduction Part 1: Culture Is the Key to Outstanding Customer Service Chapter 1 How Corporate Culture Guides Your Employees’ Actions Chapter 2 Why Culture Initiatives Often Fail Part 2: Building a Customer-Focused Culture Chapter 3 Defining Your Culture Chapter 4 Engaging Employees with Your Culture Part 3: Changing Your Company’s Service DNA Chapter 5 Aligning Your Business Around a Customer-Focused Culture Chapter 6 Setting Goals That Drive Your Culture Chapter 7 Hiring Employees Who Will Embrace Your Culture Chapter 8 Training Employees to Embody Your Culture Chapter 9 Empowering Employees to Support Your Culture Chapter 10 How Leadership Can Make or Break Your Culture Chapter 11 A Customer-Focused Example Chapter 12 Making the Commitment to a Customer-Focused Culture Acknowledgements MY FIRST BOOK, SERVICE FAILURE, was published in October 2012. People almost immediately started asking me when I would write another. I resented that question at first. It’s hard enough to write one book and I couldn’t believe people were already talking about book number two. Now, I appreciate all the people who asked the question. It showed they saw something that I didn’t—I had another book to write. Michelle Burke and Adriana Perez are fantastic friends who helped make this book possible in a roundabout way. They connected me with representatives of the online training video company lynda.com (now LinkedIn Learning) at a trade show in 2013. One thing led to another, and I was suddenly making customer service training videos. My very first video was filmed in August 2013 and formed the seeds for this book. It’s called Leading a Customer-Centric Culture, and it outlined what elite companies do to get employees obsessed with service. (Check it out at www.lynda.com/JeffToister. You’ll need a lynda.com account to view the course, but you can get a 10-day trial at www.lynda.com/trial/JeffToister.) Finally, I owe my wife, Sally, an endless amount of gratitude. Her encouragement continuously inspires me to write. http://lynda.com http://www.lynda.com/JeffToister http://lynda.com http://www.lynda.com/trial/JeffToister Introduction TONY D’AIUTO WANTED TO CREATE an unforgettable experience. He’s an Airport Operations Center manager at the Tampa International Airport. Small children often lose a favorite stuffed animal while traveling through an airport, so D’Aiuto’s goal was to reunite a child with a lost toy in a fun and unique way. His plan was to take photos of the toy in various places around the airport to make it look like the stuffed animal had gone on a big adventure. He would then return the toy toPRAISE FOR THE PREVIOUS EDITION “One of our world’s great problems is egocentric, self-serving leadership—leaders who think people exist for their benefit, instead of vice versa. In stark contrast, Jesus modeled servant leadership, leading by example. He said, ‘I came to serve, not to be served.’ Now, two thousand years later, Jesus has over 2.1 billion followers, which makes Him the undisputed greatest leader of all time. No one else comes close! This is why you need to know how to lead like Jesus. He is the only flawless example. That’s why you should read this book!” —Rick Warren, Author, The Purpose Driven Life Named One of “America’s Twenty-five Best Leaders” (U.S. News and World Report) “I had the pleasure of hosting at our church one of Ken Blanchard and Phil Hodges’s Lead Like Jesus Celebrations. What an impactful day that was for those who participated. I know they will never think about leadership in the same way again. Reading Lead Like Jesus will provide you with that kind of experience. Don’t miss learning from the greatest leadership role model of all time.” —Bob Russell, Bob Russell Ministries; Retired Pastor, Southeast Christian Church “Ever since writing Leadership by the Book with Ken Blanchard and Phil Hodges, I’ve watched them grow in their depth of understanding of what the Bible reveals about how Jesus would have us lead others. The best thinking the Lord has revealed to them, to this point, can be found in this book. If you want to be the servant leader that Jesus mandated His followers to be, then read Lead Like Jesus. It will change your life and the lives of people you are able to influence.” —Bill Hybels, Senior Pastor, Willow Creek Community Church “You’ll find few men better qualified to address this topic than Ken Blanchard. His favorite name is Jesus and preferred verb is lead. Let him do for you what he’s done for me and millions of others—help you lead like Jesus.” —Max Lucado, Minister of Preaching, Oak Hills Church; Bestselling Author “Finally. Finally. Finally. A definitive guide to the connection between our faith and our work—one that is both theoretically elegant and immensely practical. This is, without a doubt, the most important management book I have ever encountered.” —Patrick Lencioni, Author, The Five Dysfunctions of a Team 2 “Ken Blanchard and Phil Hodges continue to lead us deeper into the gold mines of God’s Word to the treasured truth of life. Lead Like Jesus promises a refurbishing, applicable perspective from the leader of all time!” —Dan T. Cathy, President and COO, Chick-fil-A, Inc. “For those who seek to lead like Jesus, this book is an important reflective tool in helping to better understand—who we are, where we are going, and why it is important for people to follow. It is a reminder to all of us that leadership is only a means. To what end is the ultimate question.” —C. William Pollard, Chairman, Executive Committee, Billy Graham Evangelistic Association; Former Chairman2 Jesus on Leadership—a must read for those who value their family! This book is most inspiring and practical. I’m pleased to recommend it. WILLIAM MITCHELL, author of Building Strong Families, founder of Power of Positive Students It was my opportunity to be led by God to enlist Gene Wilkes to write the curriculum edition of Jesus on Leadership: Becoming a Servant Leader for LifeWay Press. Gene’s message communicates the biblical servant leadership demonstrated by Jesus and has helped equip church leaders to be more effective. In the same way, I believe this tailored Tyndale House edition will have incredible impact on leaders in business, industry, government, and schools, as well as churches. This edition of Jesus on Leadership is simply proof of how God’s energizing presence has brought together spiritual gifts, experiences, relating style, and vocational skills in Gene Wilkes’s life to serve all leaders who desire their lives to please and serve God. The quality of what Gene has done is an example of how God can and does develop a person’s capacity to understand and apply God’s servant leadership principles in the daily walk of life. For God’s touch on Gene’s mind and heart in the writing of Jesus on Leadership, I say, “Thank you, God!” HENRY WEBB, director, Discipleship and Family Leadership Department, publisher of LifeWay Edition of Jesus on Leadership: Becoming a Servant Leader Read at your own risk. Gene Wilkes may change your whole view of leadership. While Jesus on Leadership is a practical tool kit, Wilkes’s unusual writing gifts make it stirring devotional reading as well. And it is no book of theory. This material flows from the heart and hands of an authentic servant leader. Besides living these principles himself, Gene Wilkes has trained and mentored scores of leaders, Jesus-style. I am delighted that he has now spelled out his heart in print for the benefit of thousands. This refreshing book deserves top priority on the reading list of every Christian. I predict it will be around for a long time. LYNN ANDERSON, president, Hope Network Ministries, author of They Smell Like Sheep: Biblical Leadership for the Twenty-First Century 3 Spiritual formation is the biggest issue for leaders in the church. The need is obvious, most notably demonstrated by the lack of genuine spiritual vibrancy in so many who occupy positions of influence among Christian congregations and institutions. Help has now arrived! What Gene Wilkes says is right on target at delivering a corrective for so much of what we see masquerading as Christian leadership. Don’t read this book if you are unwilling to be challenged—or even changed! REGGIE MCNEAL, director of leadership development, South Carolina Baptist Convention Gene Wilkes’s description of leadership according to Jesus—“I am a mission and I serve those who are on that mission”—has captured the heart and passion of the mission-driven leader. BILL EASUM, author of Growing Spiritual Redwoods Welcome LDRS 300 Leadership as Service Lecture #3 + Required Course Material. LDRS 300 SU20 - Leadership as Service - Unit Lectures - Articles & Videos Listed in Moodle All other outside sources can only be used as a support to your thoughts after you have used LDRS 300 REQUIRED COURSE MATERIAL! + Lecture Agenda; Heart of a Leader EGO 5 Being Habits Jesus on Leadership (Wilkes, 1998). Humility Followership Close with a Blessing. + GET THE BOOK! Do the READINGS!! Why start with the heart? Is this leadership? “In your heart is your why. Within your heart lies the reason you do what you do; your heart is home to your intention and motivation. It is the core of who you are (Blanchard, et al,, 2016, p. 39).” + It starts with the HEART Heart = Motivation + Moses is a person from the Old Testament Genesis ends with a hero of the book dying and the people of God are in Egypt. The book of Exodus is the story of how God saves his people from the tyranny and slavery of Egypt. Moses is the leader who God uses to lead His people from Egypt to the land he promised to their forefathers in the Book of Genesis. 6 “When leaders want to change they usually focus on their behavior --but behavior can’t change until the heart changes. (Blanchard, et al, 2016, p. 41).” It starts with the HEART Heart = Motivation + Moses is a person from the Old Testament Genesis ends with a hero of the book dying and the people of God are in Egypt. The book of Exodus is the story of how God saves his people from the tyranny and slavery of Egypt. Moses is the leader who God uses to lead His people from Egypt to the land he promised to their forefathers in the Book of Genesis. 7 When leaders want to change they usually focus on their behavior --but behavior can’t change until the heart changes. (Blanchard, Hodges & Hendry, p. 41). It starts with the HEART Heart = Motivation + Moses is a person from the Old Testament Genesis ends with the story of Joseph, a hero of the book dying and the people of God are in Egypt. The book of Exodus is the story of how God saves his people from the tyranny and slavery of Egypt. Moses is the leader who God uses to lead His people from Egypt to the land he promised to their forefathers in the Book of Genesis. 8 Moses was a leader God used to lead His people out of slavery in Egypt to the land He promised to their forefathers in the Book of Genesis. The Story of Moses “The Bible Project” + You can read about the adventures of Mosses and God’s people in the book of Exodus in the Bible. Or Click on the link in the slide The Story of Moses for a video that explains a part of the story. The Bible Project is a great resource in discovering the meaning in each book of the Bible. 9 Moses had These Attributes: He was Born an Israeli slave in Egypt, 1525 BC. He was condemned to die as a child but saved out of pity and raised in Pharaohs court LDRS 300: Leadership as Service Lecture #2a Influence and Leadership. Robert Greenleaf’s Servant Leadership and the impact of this movement on society. Examining the 10 traits of servant leadership more closely. Looking at the heart of a servant leader. Love Humility Respect LECTURE #2 WILL FOCUS ON… Image credit: erhui1979 | Getty Images Influence & Leadership Image credit: erhui1979 | Getty Images Image credit erhui1979/ Getty Images 3 “Anytime you seek to influence the thinking, behavior, or development of people in their personal or professional lives, you are taking on the role of a leader” (Blanchard, Hodges & Hendry, 2016, p. 24).” Leadership is a process of influence. The greatest influence you have as a leader is to yourself. LEADING SELF - Matthew 4: 19-20 “Come and follow me”, Jesus said, “and I will send you out to fish for people.” At once they left their nets and followed Him. You cannot change how someone else thinks or behaves but you can change your own paradigms of thinking. ANOTHER – Matt. 14: 31-30 – Peter sinks into the waves and calls out to Jesus for help. Peter trusts Jesus to walk on water and to save him when he fails. OTHERS – John 13: 13-14 – Jesus gives His followers a huge lesson in servanthood and empowers them to do the same. You can only influence, not change others, or an organization. As a leader build trust through vulnerability and openness, people will respond by becoming a community where change is safe and possible. ORGANIZATIONS – Matt. 28:18-20 – the Great Commission. A leader decides to change how a company operates and the change is always in the best interest of the people in the organization. 4 Leading Self. “Your Identity is linked closely who or what is your ultimate authority and audience (Blanchard, Hodges & Hendry, 2016, p.27).” The first step to leading self is to decide who you will follow and to whom you will listen. 5 “’Come and follow me’, Jesus said, ‘and I will send you out to fish for people.’ At once they left their nets and followed Him (Matthew 4: 19-20, NIV).” Leading Self begins with knowing who or what you are following. Jesus calls you and me to follow Him to be more than what we could ever imagine for ourselves. The men Jesus called to be his followers in Matthew chapter 4 were fishermen, tax-collectors, just ordinary men and women. All he asked of them is to love and follow him, to trust him. 6 SELF = perspective SELF: Whose am I? (who do I belong to) If I follow Jesus then I belong to God and in turn God will ultimately lead and direct my life. If not Jesus, then who is the ultimate authority in your life? Who am I? My identity My life purpose Where do I find these things? Where does my identity come from? ”For we are his workmanship, created in Christ Jesus for good works, which God prepared beforehand, that we should walk in them (Ephesians 2:10, ESV).” Pause & Reflect Whose are you? (Who are you folloWelcome to LDRS 300 Leadership as Service! I’m available for questions before the class begins. Simply unmute yourself and let me know you have a question. 1 Welcome to LDRS 300 Leadership as Service Unit #1 Introducing Me Hello, I’m Professor Hank My favorite food will always be my wife’s cooking. I like all types of music usually if it is done well. It largely depends on what I’m doing at the time. Easy Listening music while I’m working on course material, Country Music when I’m driving or working in my shop and Old Hymns sung by great singers as I’m making coffee and breakfast in the morning. I would like to someday return to Hawaii where my wife and I spent our honeymoon. I’ve attended Southern Alberta Institute of Technology Journeyman Baker -1985), University of Calgary (Business), Mount Royal University in Calgary (Business), and TWU in Langley (Masters in Leadership). My hope for this class is we grow as leaders and find exciting ways to serve others to better our world. What name they would like to be referred to in this class? ( English or Chinese name?) What is their favorite food and why? What is the genre of music they listen to and why? What is a place they like to vacation and why? What other Universities have they attended and why have they enrolled at Trinity Western University? What would be one thing they want to learn from this class? 3 My Family Jade Jean Prins July 27, 2020 Proverbs 17:6 reads, “Grandchildren are the crown of the aged, and the glory of children is their fathers.” The point is that grandchildren are beautiful jewels that grandparents wear like strings of pearls. 4 Class #1 - Agenda Attendance & Introductions. Review Course Syllabus, Expectations & Class Etiquette. Introduction to the Leadership of Jesus, Leadership and Service. Influence and Leadership. Definitions of a Servant Leader. Today’s Blessing. For attendance records please greet everyone in class by using the CHATS feature in ZOOM. 5 Introducing You – (sort of) Meet the person you’re paired with today for this class. In your Break-Thru rooms collect each other’s contact info so you can meet after the class is done to interview each other by asking them the 6 questions in the ASSIGNMENT DROPBOX in Moodle. Visible after class. The assignment will be made visible after the class is finished and you will have until tomorrow night at 11:55 PM to submit your introduction of your new classmate. Submit your answers by introducing your new classmate to the class through the Introduce Your New Classmate Assignment in the ASSIGNMENTS DROPBOX in Moodle. Get a chat-line or an email from your new classmate so you can connect after class to exchange answers. I will not give you enough time to complete this worksheet during class. The Discussion Forum will need to be completed by tomorrow evening at 11:55 PM. 6 You will have 5 minutes in the BREAK-THRU Room . Exchange contacLecture #10 TWU LDRS 300: Leadership as service Last Unit #9 A quick Review A Service Culture comes from engaging in Vision, Mission & Values 3 Align your business around a Customer-Focused Culture Alignment in 5 Key Areas: #1 Goals #2 Hiring #3 Training #4 Empowerment #5 Leadership #1 Goals 5 Key areas to align your business to a Customer Service Culture. S.M.A.R.T. Goals #2 Hiring 5 Key areas to align your business to a Customer Service Culture. Hiring and Engaging employees with your service culture Video hyperlinked to picture. 8 5 Key areas to align a Company to a Customer Service Culture. #3 - Training Employees should know what the Service Vision is and be able to explain how it applies to them and the work they undertake. Many companies however fail to provide employees with specific training on how to embody the culture. Training needs to be ongoing, evolving and relevant to the Service Vision of the organization. #1. goals #4 Empowerment 5 Key areas to align your business to a Customer Service Culture. 1. Give employees the right authority. (Not all the authority) 2. Everyone knows what the vision is and how it applies to them. 3. Create a service culture of shared authority and empowerment. Wilkes (1998) - E.Q.U.I.P. Encourage Qualify Understand Instruct Pray – The farmer plants seeds but it’s God who makes the plants grow. (1 Corinthians 3: 6-9 & Mark 4: 26-29) 4. Coaching and mentoring of all staff at all levels builds trust and collaboration which are key ingredients to being empowered. “Performance Coaching” (Blanchard, et,al., 2016, pp. 167-172) #4 How do we empower people? E – encourage Q – qualify U – understand their needs I – instruct them P – pray for them, invest yourself into their success yet understand that it is God who makes it all succeed. This keeps the leader humble knowing the success or failure is all in God’s control, not the leader’s. Performance Coaching – make a plan / day to day monitoring / evaluations. 11 Power & empowerment I know what you are thinking. “If a leader shares POWER. They will loose control of the Company.” 12 Power & empowerment click on picture to watch the video When a leader is able to empower employees, massive growth and progress can be made. In this video, Stephanie Mead explains how empowerment can be an asset or an anchor and how to use empowerment to work toward a shared vision. CMOE has over 35 years of experience in the coaching and leadership development industry. We have worked with some of the top companies in the world to help them improve leadership skills and increase effectiveness. Find out how our resources will help your leaders empower employees and improve your bottom line. CMOE The Center for Management & Organization Effectiveness http://www.cmoe.com If you want to find out more about our Coaching workshops and training events staLDRS 300 Leadership as Service Lecture #7 Lecture #7 Building a Service Culture Requires Change. Today’s Topic 2 Change The common denominator in moving from where you are to where you want or need to be. Change As in most of what we have been studying about Servant Leadership; This applies to other styles of leadership as well as personally. 3 For People and Organizations There Are Four Levels of Change 1 Change in Knowledge 2 Change in Attitude 3 Change in Behavior 4 Change in Cultural Norms & Expectations 4 Stan wants a Mo-Ped Mother was against him driving motorbikes. Stan left magazines and articles around the house showing how safe mopeds were. Once she understood what he really wanted she changed her mind. Stan bought a Moped and drove it for many years to work and back. Stan was 14 years old and wanted to buy a moped but Mom wouldn’t let him. He left magazines around the house showing what they were and how much safer they were Motorcycles. Not as fast, less powerful and smaller in size. She eventually changed her mind and she gave her permission for him to buy one. He drove all around the neighborhood for years without an accident. When he got older, he purchased a powerful motorcycle and did have a serious accident. He wished he had kept his moped. 5 1) Change in Knowledge: Information Easiest to accommodate Unlimited amount Easily accessed in todays world Always being updated and improved. Understanding Needs to be verified Not always a given that people understand what is being communicated. Necessary for implementation of change Best done through various ways and means. Jesus was the best at communicating change. Required in 2 Areas 6 Jesus Told Stories Jesus told stories to communicate knowledge and to help people understand what He was wanting them to learn. He wanted to change the culture of how people treated each other. The Good Samaritan. 4 Characters; A man on a journey – anyone they might know Priest – leader and teacher or the ways of God Levite – worked in the temple and knew all about the ways of God Samaritan – an outsider, not accepted by the people who Jesus was speaking to. They lived in a country next to Israel. In order for people to change from where they were as being separated from God to being a part of God’s family, Jesus knew they needed to know who God was truly and what God’s kingdom was like. He told stories of both who God is and what living in God’s kingdom was like. 7 The Good Samaritan 2) Change in Attitude More difficult than knowledge because it requires the knowledge to change how a person feels. Only possible when trust has been established by the Leader with a follower. “For the leader, earning the right to be heard is based on trust” (Blanchard, 2016, p. 249) The Leader convinces the Follower that the change is both right and important. Changing Attitude Requires Building Trust Leaders determine the ENVIRONMENT. Leaders LDRS 300 Leadership as Service Lecture #5 Unit #5 Agenda The Hands of Servant Leader The Work & The Way of a Servant Leader. The 5 Doing Habits. Performance Coaching & 4 Stages of Learning. Intro to The 5 Love Languages by Gary Chapman. Blessing. Before we go on, Check our BACKSWING. Let’s check back at least week. Servant Leader The Heart of Leader Above all else guard your heart, for everything you do flows from it. Proverbs 4:23 “As scripture confirms, the beliefs in your heart set in motion your why” (Blanchard, Hodges & Hendry, 2016, p. 41). EGO is a matter of the heart. Edging God Out Exalting God Only Habits help or hurt the heart. We have so far looked at Heart of a leader – the importance of having a good understanding of what a servant leader is all about; 4 Servant Leader The Heart of Leader “Keep your heart with all vigilance, for from it flow the springs of life” (Proverbs 4:23, ESV). “As scripture confirms, the beliefs in your heart set in motion your why” (Blanchard, Hodges & Hendry, 2016, p. 41). EGO is a matter of the heart. Edging God Out Exalting God Only Habits help or hurt the heart. The Head of a Leader “Do not be conformed to this world, but be transformed by the renewal of your mind, that by testing you may discern what is the will of God, what is good and acceptable and perfect will (Romans 12:2. ESV).” Vision – knowing where you are heading to. Mission – knowing how you are going to get there. Values – knowing the reasons for what and where you are going. Then we looked at the Head of a Leader. Not leading from the natural tendencies of lording over people or using position or titles to force people to follow but but looking to serve others by staying true to the vision the group is working towards. 5 Teams T.E.A.M. (T) Create a sense of Togetherness. (E) Empower with authority and presence. (A) Account for the mission and the team’s actions. (M) Be a mentor. E.Q.U.I.P. (E) – ENCOURAGE THEM TO SERVE (Q) - QUALIFY THEM TO SERVE (U) - UNDERSTAND THEIR NEEDS (I) – INSTRUCT THEM (P) – PRAY FOR THEM Bruce Tuckman’s 5 Stages of Group Development Building on the foundations The Heart of a Servant Leader The Head of a Servant Leader + The Hands of a Servant Leader The Hands are the way of a Servant Leader “Through His hands – His effectiveness as a Servant Leader – Jesus was able to communicate to His disciples what was in His heart and His head about Servant Leadership (Blanchard, Hodges & Hendry 2016, p. 167).” Image retrieved from http://hoodmemorial.org/sermon-category/serving-others/ Today we move on to the Hands of a servant Leader 9 The Hands of a Servant Leader With his hands Jesus: reassured the doubting. restored the fallen. beckoned the already occupied to a higher calling and a special personal relationship with him. The Hands of a Servant Leader Jesus’ hands at work. Healed the sick Made the blind to see Fed hungry people Overturned the tables of the moLDRS 300: Leadership as Service Lecture #9 { Review + It’s up to you! Alignment to the Vision. Setting Goals. Hiring and Training Employees. Unit #9 Todays Agenda { Last Week. A Quick Review { A heart to serve; Building a Customer Focused Culture. As servant leaders we need to be constantly moving ourselves and those we influence to how best to serve others. Those who follow us. Those who we follow. Those with whom we have influence. { 4 Iceberg Model Edgar Schein’s Model Culture Defined { { A Service Culture comes from Vision, Mission & Values 6 Who Do You Identify With In The Story Of The Good Samaritan? The Priest? – Was too important to stop and help. The Levite? – Was too busy to stop and help. The Good Samaritan? – Saw the need and did whatever he could to help. The wounded man? – Found himself in a desperate place in need of help. The Audience who heard the story? – Part of a group who have heard and are being exposed to a different way of living life. The Story Teller? – Someone who has a message and has a huge burden or responsibility to get the message out to people. We are at different times in our lives each one of these people. But we have choice to decide who we will become. 7 We, individually, always have a choice how we will show up in whatever work, school or social environment we find ourselves in. So what kind of culture will you create when it comes to serving others? Ted x Talk – Maastricht 2011 Jan Gunnarsson is a hospitality industry veteran from Sweden who exhibits a refreshing take upon customer service and leadership. Jan believes customer service is not primarily about strategies and tactics but about the attitude we bring. Jan talks about how the heart of a business is an attitude of yourself. Hostmanship is the book he wrote with Olle Blohm. Hostmanship really is about giving. Its about sharing a part of yourself and your knowledge. It’s about treating others as you yourself would want to be treated and remembering that no one can make that decision for you – how you show up each day is your choice. More than service… practice Hostmanship. – click on picture to watch the video. We All Have The Choice To,,, 1. Create a world where people feel loved and accepted. We All Have The Choice To,,, 1. Create a world where people feel loved and accepted. 2. Remember Nobody can spoil my day without my permission. We All Have The Choice To,,, 1. Create a world where people feel loved and accepted. 2. Remember Nobody can spoil my day without my permission. 3.Have A welcoming mindset where the relationship is not merely employee & customer but host & guest. It is up to you! ----- Meeting Notes (20-05-25 15:25) ----- Learn to ENJOY YOURSELF!. 14 1. Create a world where people feel loved and accepted. 2. Remember Nobody can spoil my day without my permission. 3. HavTWU LDRS 300: Leadership as service Lecture #8 1 Today’s agenda Why is Culture Key Steps to building a Service Focused Culture Challenges in Shifting to a Service Focused Culture Blessing for the Week. A heart to serve; Building a Customer Focused Culture. As servant leaders we need to be constantly moving ourselves and those we influence to how best to serve others. Those who follow us. Those who we follow. Those with whom we have influence. 3 This lecture is based on the book, The Service Culture Handbook (2017) by Jeff Toister Defining culture What is Culture? Why is culture Key? What is a Corporate Culture and why is it key? What is a Service Culture? CULTURE DEFINED https://www.youtube.com/watch?v=woP0v-2nJCU Edward T. Hall (1976) wrote Beyond Culture to explain how there are things visible in Cultures and things that require closer investigation. 6 7 What Makes up Culture? Patterns of Behaving Patterns of Feelings Traditions /Customs Thinking Patterns Leadership Patterns Patterns of Responsiveness Patterns of Conversations 2) Why is culture key? Culture is our way of life; Our values Our beliefs Customs Language Traditions Reflected in our history Our heritage How we express ideas and creativity. There are direct benefits to a strong vibrant culture; A strong sense of belonging. Growth both personally and intellectually Increase ability to relate to each other Health, wellness, self-esteem, & development 3) What is a corporate culture & why is it key? 5 Elements that make up a truly innovative organization; Focused innovation strategy Winning business strategy Deep customer insights Great talent Ability to execute plans successfully Yet, the greatest element by far is the Corporate Culture; The organization’s self-sustaining patterns of doing, thinking, feeling and believing. Culture ties all the elements together to create synergy for success. A successful organization knows what their culture is and how it is improving the culture to achieve the vision. 9 Definition of Corporate Culture “Corporate Culture is the way an organization’s members think, act and understand the world around them”. (Toister, 2017, p. 8) 10 How do we understand an Organization’s Culture? Edgar Schein, Researcher and Business Management Professor specializing in organizational culture says this: “In analyzing the culture of a particular group or organization it is desirable to distinguish three fundamental levels at which culture manifests itself: - Observable artifacts, - Espoused Values, - Basic Underlying Beliefs.” Edgar Schein’s Model of organizational Culture https://www.slideshare.net/kalteneckerSigi/2013-09-cultureeatsagileforbreakfast/6-Agile_CultureArtifactsUnderlyingassumptionsEspoused_valuesTrust_is_good So, What is a Service Culture? “Service culture is an organizatCharacter and Servant Leadership: Ten Characteristics of Effective, Caring Leaders Larry C. Spears The Spears Center We are experiencing a rapid shift in many businesses and not-for-profit organizations— away from the more traditional autocratic and hierarchical models of leadership and toward servant leadership as a way of being in relationship with others. Servant leadership seeks to involve others in decision making, is strongly based in ethical and caring behavior, and enhances the growth of workers while improving the caring and quality of organizational life. This article examines a set of ten characteristics of the servant leader that are of critical importance. They are: listening, empathy, healing, awareness, persuasion, conceptualization, foresight, stewardship, commitment to the growth of people, and building community. This piece was originally published in 2000 in Volume 8, Issue 3 of Concepts and Connections, the newsletter of the National Clearinghouse for Leadership Programs. It is reprinted here with permission. Our fundamental understanding of character has much to do with the essential traits exhibited by a person. In recent years there has been a growing interest in the nature of character and character education, based upon a belief that positive character traits can be both taught and learned. Many people today are familiar with the Character Counts!(sm) program of the Josephson Institute of Ethics. That program has been adopted by a number of schools and communities nationwide and teaches core values which they call “Six Pillars of Character.” Those six particular character values are: trustworthiness, respect, responsibility, fairness, caring, and citizenship. The nature of character and its relationship to leaders has also taken on increased significance in recent years. A number of noted leadership authors have looked at issues of a leader’s character. James Hillman (1996), in The Soul’s Code: In Search of Character and Calling, describes the “invisible source of personal consistency, for which The Journal of Virtues & Leadership, Vol. 1 Iss. 1, 2010, 25-30. © 2010 School of Global Leadership & Entrepreneurship, Regent University Spears/JOURNAL OF VIRTUES & LEADERSHIP 26 I am using the word `habit,’ psychology today calls character. Character refers to deep structures of personality that are particularly resistant to change” (p. 260). The literature on leadership includes a number of different listings of character traits as practiced by leaders. I particularly like Warren Bennis’s (1989) short list as contained in his book, On Becoming a Leader, in which he identifies, “vision, inspiration, empathy and trustworthiness” as key characteristics of effective leaders (p. 140). Much of the leadership literature includes as an implicit assumption the belief that positive characteristics can-and-should be encouraged and practiced by leaderLDRS 300: Leadership as service Lecture #6 1 Lecture #6 Love languages. Our Story Taking Risks. Shared Responsibility & Authority Blessing Our Agenda Today 2 Let’s REVIEW A Quick Look Back at Lecture #5 The Hands are the way of a Servant Leader “Through His hands – His effectiveness as a Servant Leader – Jesus was able to communicate to His disciples what was in His heart and His head about Servant Leadership.” (Blanchard, Hodges & Hendry 2016, p. 167) Image retrieved from http://hoodmemorial.org/sermon-category/serving-others/ Today we move on to the Hands of a servant Leader 4 The Work & The Way of the Carpenter “Is not this the carpenter’s son? Is not his mother called Mary? And are not his brothers James, Joseph, Simon and Judas?” (Matthew 13:55, ESV) From the Book Leading Like Jesus. These are key points and be sure that they could be on the next Class Quiz. NOTHING that happens in our lives is random and coincidental. It all happens for a purpose. Jesus was a carpenters son in order for God to use the training he learned from helping his dad to be the leader he later became. 5 The Work & The Way of the Carpenter Similarities between the work of a good carpenter and the work of a good leader. Last Week’s reading was about how Jesus used what He learned by working as a carpenter to be a great servant leader. Make sure you read Chapters 21 – 30 in Lead Like Jesus (Blanchard, Hendry, & Hodges, 2016) over the Reading Break. From the Book Leading Like Jesus (Blanchard, et al, 2016) These are key points and be sure that they could be on the next Class Quiz. NOTHING that happens in our lives is random and coincidental. It all happens for a purpose. Jesus was a carpenters son in order for God to use the training he learned from helping his dad to be the leader he later became. 6 Ego (edging god out) can take over… Pride Mistrust Hurt feelings Misunderstandings Fear Triggers Anger & Resentment The Doing Habits in contrast to The Being Habits These are important change agents for a Servant Leader The BEING HABITS make the DOING HABITS possible. The DOING HABITS show the BEING HABITS are in our life. Matthew 7:16-20 “A tree is known by it’s fruit.” 8 Accepting and Abiding in God’s Love Solitude Prayer Scripture Supportive Relationships Obeying God and Expressing His Love Grace Forgiveness Encouragement Community The Five Love Languages. Words of Affirmation. Quality Time. Receiving Gifts. Acts of Service. Physical Touch. In order to express God’s LOVE and BE LOVING it is important to understand what Love is and how we as individuals give and receive LOVE. 9 https://www.youtube.com/watch?v=oGUrsOLDRS 300 Leadership as Service Lecture #4 Todays Lecture The Head of a Servant Leader. EGO Factors – How a Servant Leader reacts to EGO. Thinking like Jesus. Vision, Mission, Values. Teams. T.E.A.M. Group Dynamics; Form, Storm, Norm, Perform and Adjourn. E.Q.U.I.P Blessing Unit 4: The Head of a Great Leader 3 Do not conform to the pattern of this world, but be transformed by the renewing of your mind. Then you will be able to test and approve what God’s will is – his good, pleasing and perfect will. Romans 12:2 Unit 4: The Head of a Great Leader EGO Factors Into Leader-Follower Relationships But What happens when leaders and followers clash? A servant-hearted leader + a servant hearted follower = results and relationship. “The ideal relationship between leader and follower is characterized by mutual service and trust. Creativity and learning can occur, blind spots can be uncovered and potential misunderstandings can be avoided.” (Blanchard, Hodges & Hendry, p.201) Clash of leader and follower Video Link in the picture to The beauty of conflict | Clair Canfield | TEDxUSU https://www.youtube.com/watch?v=55n9pH_A0O8 The three pillars of CONFLICT 1. When its about the dishes, its not about the dishes = What is the conflict really about? 2. We can get stuck - the seduction of justification. Am I trapped in believing I am blameless? 3. The art of speaking responsibly - like learning a new language. The solution requires: Vulnerability, Ownership, Communication, Acceptance, Boundaries. 7 Edging God Out can take over… Pride Mistrust Hurt feelings Misunderstandings Fear Triggers Anger & Resentment Undesirable Leader-Follower Patterns A prideful leader + a prideful follower = Conflict and competition Leader-Follower Relationships That Can Be Improved Exalting God Only Servant hearted leader + a prideful follower = Leadership Leader models humility, but willing to enforce standards & withstand challenges. Leader-Follower Relationships That Can Be Improved Even as a follower we can have servant hearted leadership. 11 A Prideful leader + a servant hearted follower = Leading UP Follower is willing to risk negative response from leader in order to uphold principles. Undesirable Leader-Follower Patterns 12 A prideful leader + a prideful follower = Conflict and competition A fearful leader + a fearful follower = isolation and paralysis Leader-Follower Relationships That Can Be Improved 13 1. Servant-hearted Leader + a fearful follower = Leadership Leader remains patient and offers reassurance. Leader-Follower Relationships That Can Be Improved Even as a follower we can have servant hearted leadership. 14 4. A Fearful leader + a servant-heart follower = Leading UP A follower responds to the leader’s insecurities with humility and respect without forgoing principles. Undesirable Leader-Fo