PROLOGUE

Leadership Challenge:

- About how leaders mobilize others to want to get extraordinary things done in org.

- are practices leaders use to transform values -> actions

1. visions-> realities
2. risks-> rewards
3. Obstacles-> innovations.

• The abundance of challenges is not the issue, is how we respond to them.

• There are opportunities for each of us to make a difference, for ex: Provide
direction and support our teams
• Set positive examples of the meaning of honesty

• LEADERSHIP CHALLENGE is about those who do, how systems of rewards, punishments give way to
innovation.
• Purpose of the book is to assist people, help you develop your capacity to guide others to places that
have never been before.
• Is written to strengthen your abilities and uplift your spirits.

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PART 1
Chapt 1 The five practices of exemplary leadership

• Dick, was an executive for bank of Americas consumer call center. He felt that people where not
enjoying 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 the
courage to turn the mirror around on yourself, its amazing what you can learn and how you can change
things”.
• 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 and
supportive.
• He also asked them to describe how they see the future of the company, found out words as; amazing
results, 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 the
call center, eventually became the senior manager.
3. Dick said:
1. If you have an issue, open your mouth!
2. Give me ideas to proposals
3. If you want to be like a partner then you sign up for some responsibility in the process
4. 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 a
contribution to the center is publically recognized)
7. “pride day” ( personal responsibility in delivering excellence) people where the logo merchandise, has
different 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 the
competition 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 best
of 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’s
a collection of four businesses designed to meet the marketing and human resource recruitment needs of
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agencies and corporations. Stop gap, the United Kingdom first specialist freelance marketing agency and
the SG group original business.

She was working, she had a4 week’s baby and a huge mortgage, worried with what will happen to his client.
He calls the client and told him that she will provide a stopgap. She was providing a temporary solution.

- She created a marketplace providing freelance marketers.

- She wanted a transparent business with people that she can trust

- Competitors looked at her and told her she will never success.

- She wanted a business with phenomenal reputation, be a company people wanted to do business with.

- She set clear values with her staff, the values came from walking in the shoes of her staff and candidates

- She gain people because they identified with her values, they wanted to make a difference by helping
people.
- She put always her staff first; they are the one that will determine the reputation of the company.

8. SG Group uses values in everything they do.

9. They set meetings once a month to share company’s financial
10. Everybody learns about the business profit made or loss taken so people don’t forget about their clients
11. They make “grapevine” when people ask about things they might have heard about to what is really
happening.
12. They film the meetings so the one that misses it can watch it.
13. The atmosphere changed positively
14. She says: we don’t have employees or staff; we have people that have emotions and needs.

The five practices of exemplary leadership:

- Leadership is not about personality; it’s about behavior.

1. MODEL THE WAY:

- Leading-> you have to be good example and live what you say.

- Exemplary leaders know if they want to gain commitment+ achieve high standards = must be models of
the behavior they expect of others.
- Be clear on guiding principles

- Clarify values

- Must find their own voice, give voice to values

- Leaders are supposed to stand up for their beliefs-

- Leaders most forge agreement around common principles and common ideals.
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 - Words and deeds must be consistent

- Exemplary leaders go first by setting examples in daily actions that demonstrates commitment to their
beliefs.
- Actions spoke volumes, employees see that

- Is important to be competent, steadfastness and pay attention to details. For example:

- Spending time with someone working side by side, telling stories that makes values come alive, asking
questions to get people to thinh about values an priorities.

***MODELING THE WAY is about earning the right and the respect to lead through direct involvement and
action.

People follow first the person, then the plan.***

2. Inspire a shared vision:

- Every organization begins with a dream.

- Dream or vision is the force that invents the future.

- Leaders inspire a shared vision.

- Imagine attractive opportunities

- Leaders envision exciting and ennobling possibilities.

- They have a desire to make something happen, change the way things are.

- A clear image of the future pulls them forward

- Leaders cannot command commitment, only inspire it.

- Is important to enlist others in a common vision.

For that is important to know their constituents and speak their language.

- Leaders forge a unity of purpose by showing constituents how the dream is for common good.

- Leaders communicate their passion through vivid language and an expressive style.

3. Challenge the process:

- Leadership involves challenge

- All cases involve a change in the status quo.

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- All leaders CHALLENGE THE PROCESS.

- LEADERS VENTURE OUT.

- Those who lead others to greatness seek and accept challenge.

- Leaders are pioneers, willing to step out to he unknown.

- Search for opportunities to innovate, grow, and improve.

- is important to look outside the organization to innovate products, processes and services.

- In innovation, leader’s contribution is the recognition of good ideas, willingness to challenge the
system.
- Leaders know well that innovation and change involve experimentation and taking risks.
- Leaders must pay attention to the capacity of their constituents to take control of challenging situations
and become fully committed to change.
- MAIN KEY IS LEARNING.

- Leaders are learners: try, fail, learn.

4. Enable others to act:

• Requires team effort, solid trust and strong relationship.

• Requires solid trust, cool confidence, group collaboration, individual accountability.
**To get extraordinary things done in org, leaders have to ENABLE OTHERS TO ACT.**

• When you relate to the organization, refer as we.

• Using we, people respond more eagerly and the team became more cohesive.
• Cooperation can’t be restricted to a small group of loyalists, must include peers,
managers, etc.
• Leaders work to make people strong, capable and committed
• Inclusion ensures that everyone feels and thinks they are owners and leaders.
• When people are trusted, have more information. Are more likely to use their energies to
produce excellent results.
• Is essential to let others to act.

5. ENCOURAGE THE HEART:

• write a personal thank you note.

• It can be about important events in other peoples lives.
• Recognizing contributions can be one to one or with many people.
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 • Abraham Kuruvilla, a CEO of a company in India: use to send every month employees a
monthly newsletter full of success stories.
• He did public-recognition programs for teams or individuals for doing great job.
• Create a culture celebrating VALUES AND VICTORIES.
• These are ceremonies created for camaderie
• Encouragement is serious business, is how leaders visibly and behaviorally link awards
with performance.

Leadership is a relationship:

- We found it everywhere

- Is not a gene and it’s not an inheritance

- Leadership-> an identifiable set of skills and abilities that is available to all of us.

- Women and man in the book are great, are everyday heroes of our world.

- Its inspiring and should give everyone hope.

- LEADERSHIP IS A RELATIONSHIP between those who aspire to lead those who choose to follow.

- is the quality of this relationship that matters the most.

- The relationship is characterized by mutual respect and confidence

-success on leadership depends on the capacity to build and sustain those human relationships that enable
people to get extraordinary things done.

Chapt 2 CREDIBILITY IS THE FOUNDATION OF LEADERSHIP.

• Constituents are willing to follow someone who has the personal traits, characteristics
and attributes.

What people look for and admire in leaders

15. What people most look for in a leader has been constant over time.
16. For people to follow someone willingly, the majority of constituents believe the leader must be:
1. Honest
• single most important factor in the leader-constituent relationship
• People are willing to follow someone; they have to assure that the person is worthy to
trust.
• Qualities people admire from leaders are: integrity and character as synonymous with
honesty.
• Everyone wants to feel confident with their leaders.
• We want a leader who knows right from wrong.
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 • People don’t want to me misled
• When we follow someone we have we are compromising our own integrity.
• Honesty is tied to VALUES and ETHICS.
• We don’t trust people who want or won’t disclose a clear set of values, ethics, and
standards and live by them.

2. Forward-looking
• people expect leaders to have a sense of direction and concern for the future of the
organization
• Leaders must know where they’re going if they expect others to willingly join them on
the journey.
• Have to have a point of view about the future envisioned for the organizations
• Need to be able to connect that point of view to the hopes and dreams of their
constituents.
• Ability to imagine or discover a desirable destination (company, agency)
• Expecting leaders to be forward-looking doesn’t mean constituents want their leaders to
set out on a solitary vision; people want to be engaged in search for a meaningful future.

3. Inspiring
• A leader must be able to communicate the vision in ways that encourage people to sign
on for the duration and excite them about the cause.
• When leaders breathe life into people’s dreams and aspirations, those people are much
more willing to enlist in the movement.
• Enthusiasm and excitement signal the leaders personal commitment to perusing a dream
• being upbeat, positive, and optimistic about the future offers people hope.
• We need leaders who communicate in words, actions that they believe their constituents
will overcome.
• To get extraordinary things done in extraordinary times, leaders must inspire optimal
performance.

4. Competent
17. People must believe that the leader is competent to guide them where they’re headed.
18. Must see leader as having relevant experience and sound judgment.
19. Leadership competence-> leaders’ track record ability to get things done. It inspires
confidence that the leader will guide the organization.
20. Leaders take time to learn the business and to know the current operation.
21. Relevant experience-> a dimension of competence, one that is different from technical
expertise
22. Experience is active participation in situational, functional and industry events; the
accumulation of knowledge from those participations.
• It is unlikely that a leader can succeed without being relevant experience and good in
people skills.

Putting it all together:

Credibility is the foundation

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 - Trustworthiness, expertise and dynamism are essential to measure leader’s qualities.

- People follow people who are credible

- Must believe that their word can be trusted

- Have to be enthusiastic about their work, knowledge and skills to lead.

- Must believe they know where they are headed, give vision for the future.

- Forward-looking is what sets leaders apart from other credible individuals.

- We expect leaders to have a point of view about the future.

- To articulate exciting possibilities

- What makes them credible?

23. Ability to make strong stands, to challenge the status quo, point us in new directions.

The kouzes-posner first law of leadership:

****if you don’t believe the messenger, you won’t believe the message****

Credibility matters:

- When people perceive their immediate manager to have high credibility, they are likely to:

1. Feel a strong sense of team spirit

2. Have a sense of ownership in the org
3. Feel committed to the org.

- Low credibility:

1. Be motivated by money
2. Feel unsupported and unappreciated

- Credibility makes a difference

Loyalty, commitment, energy and productivity depend on it.

- Credibility goes beyond employees attitudes, it influences customer to investor and employee loyalty.

- Loyalty is responsible for extraordinary value creation.

-What is credibility behaviorally?

Phrases people use to describe how they know credibility:

1. They do what they say they will do

2. They walk the talk
3. They practice what they preach.
- People first listen to the words, and then they watch the actions!!!
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 - If leaders practice that they preach, people are more willing to entrust them with their livelihood and
lives.

The kouzes-posner second law of leadership:

****Do what you say you will do****

SAY+ DO.

PART 2 MODEL THE WAY

CHAPT 3. CLARIFY VALUES:
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 - What does Mandela, mother Theresa, martin l. King have in common?
STRONG BELIFS ABOUT MATTERS OF PRINCIPLE

- They where passionate about their causes

- People admire the most the person who believes strongly in something + willing to stand up for their beliefs
- People expect their leaders to speak out on matters of values and conscience.
- You can’t be the messenger until you’re clear about what you believe.
* clarify values is the first of the leader commitments.

To clarify values is important to:

1. find your voice
2. Affirm shared values.

- To become a credible leader you have to comprehend beliefs, values, principles, standards, ethics and
ideals that drives you.
- You have to express yourself

- Communicate your beliefs in ways that represent who yoy are.

FIND YOUR VOICE.

- If you can’t find your voice, you’ll end up with a vocabulary that belongs to someone else.
- If the words are not yours in the long run you will not have the integrity to lead.

1. EXPLORE YOUR INNER TERRITORY.

- To act with integrity, you must first know who you are.

- Leadership begins with something that grabs hold of you and won’t let go. This is where u must go to
FIND YOUR VOICE.
- To find your voice-> you have to explore your inner territory, take a journey.

- You can only be authentic when you lead according to the principles that matter most to you.

- Clarify of values will give you the confidence to make the tough decisions, to act with determination,
and to take charge of your life.

2. VALUES GUIDE US

- Credibility building is a process that takes time, hard work, devotion and patience.

- Values are guides.

- The clearer we are about our values, the easier is to stay on the path we’ve chosen.

- Values are organized in: MEANS and ENDS.

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- Values refer to our here-and-now beliefs about how things should be accomplished (MEANS)

- We use vision when we refer to the long term ENDS values that leaders and constituents aspire to attain.

- Values influence every aspect of our lives: moral judgment, responses to others, commitments to
personal and org goals.
- Values also serve as guides to action. Inform our decisions as to what to do or not to do.

- If you are clear about your values and your actions are aligned, it makes all the hard work worth the
effort.
- Values are empowering, when values are clear we don’t have to rely on direction from someone in
authority.
- Values also motivate, keep us focused on why we are doing what we are doing and on the ends toward
we’re striving.
- When you become engaged in conflicts or controversies, remind yourself of the principles to pay
attention to things that really matter.

3. PERSONAL VALUES CLARITY DRIVES COMMITMENT.

- The people who have the greatest clarity about both personal and organizational values have the highest
degree of commitment to the organization.

- The people who are clear about their personal beliefs but cant recite the corporate credo are more likely to
stick around.

*** PERSONAL VALUES DRIVE COMMITMENT.***

- Personal values are the route to loyalty and commitment, NOT organizational values.

- We won’t stick around a place for very long when we feel in our heart and in our soul that we don’t
belong.

4. SAY IT IN YOUR OWN WORDS.

- You must be able to express your voice so that everyone knows that you are the one who’s speaking.
- To become a credible leader you have to learn to express yourself in ways that re uniquely your own.
- What’s true for writers is just as true for leaders. You cannot lead through someone else’s values.
-words send signals and if u listen intently u just hear the hidden assumptions about how someone views the
world.
AFFIRM SHARED VALUES

- shared values are the foundations for building productive and genuine working relationships.

- Leaders build on agreement

- They don’t try to get everyone to be in accord on everything.

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 - If disagreements over fundamental values continue, the result is intense conflict, false expectations, and
diminished capacity.

1. SHARED VALUES ARE AN ORGANIZATIONS PROMISES

- Leaders must be able to gain consensus on a common cause and a common set of principles.

- They must be able to build and affirm a community of shared values.

- Tremendous energy is generated when individual, group, and organizational values are in synch.

- Commitment, enthusiasm, and drive are intensified.

- When individuals are able to care about what they are doing, they are more effective and satisfied.

- Employees are more loyal when they believe that their values and those of the organization are aligned.

- The accuracy of communication and the integrity of the decision-making process increase when people
felt part of the same team.

2. SHARED VALUES MAKE A DIFFERENCE

***Shared values make a significant positive difference in work attitudes and performance.***

- Organizations with a strong corporate culture based on a foundation of SHARED VALUES

outperformed other firms by a huge margin.
- Organizations with strong values:
1. Experience nearly 10 times the growth in net income
2. Had three times the growth in stock price.

3. WHICH SHARED VALUES ARE IMPORTANT???

Successful companies may have very different values.

- 1ST company: as technical innovation + culture dominated by engineering values( encourage and
rewards activities)
- 2nd company: its organizational values are associated with marketing(provides good service)
- 3rd company: do things by numbers (energies directed to make organization more efficient)

The 3 central themes values in these org are: it leads to greatness

1. High performance standards (stress the commitment to excellence)

2. A caring attitude about people( communicate how others are to be treated)
3. A sense of uniqueness and pride (tell pple inside and outside how the org is different from all others)

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 4. UNITY IS FORGED, NOT FORCED.

- Leaders must engage their constituents in a dialogue about values.

- A common understanding of values emerges from a process, NOT A PRONOUNCEMENT.

- Leaders can’t impose their values on organizational members, they must be proactive in involving
people in the process of creating shared values.
24. SHARED VALUES are the result of listening, appreciating, building consensus, and practicing conflict
resolution.
25. Leaders must provide a chance for individuals to engage in a discussion of what the values mean + how
their personal belifs&behaviors are influenced by what the org stands for.

REFLECTION AND ACTION: CLARIFYING VALUES

1st step! - discovering fundamental beliefs that will guide your decisions & actions along the path to
success.

- Your personal values drive your commitment to the organization and cause.

- You can’t do what you say if u don’t know what you believe.

- You can’t do what you say if you done believe in what you’re saying.

- To make sure that people can act on the values they share, its essential to build competence.

3 ACTIONS to clarify values for yourself and others:

a) write a tribute to yourself

b) write your credo
c) engage in a credo dialogue

*A) write a tribute to yourself: reflects your ideal image of yourself and how u will be like to be seen.

It is basically personal aspects of your life, you can ask yourself questions to write what you want people to
know about you.

-B) write your credo: consists on a list of priorities, can be ranked from low to high, it forces yourself to see
the potency of each value.

c) engage in a credo dialogue: get together with people, discuss what you learned from shared values, and
ask them to write a credo memo and share it. The objective is CLARITY; you want to understand their
values.

Clarify Values
Essentials
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 Explore your inner Territory
Values Guide Us
Find your Voice Personal Values Clarity Drives
Commitment
Say it In your own words
Shared Values are an Organizations
promise
Affirm Shared Shared Values make a Difference
Values
Which shared values are important??
Unity is Forged, not Forced
Write a tribute to yourself
Taking Action Write your credo
Engage in a credo dialogue

CHAPT 4
SET THE EXAMPLE
Juan case: he had a problem in the company with a client product. He got personally involved and took action.
Called each member, described the situation meanwhile he was figuring out a solution. He sacrificed long
hours; people saw his sacrifice and did the same thing. He thanked each employee; each received compensatory
time off for the success.

He is an example because:

- he took every opportunity to show others that he is committed into values

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 - Setting example is about execution, putting our money where your mouth is.

TO SET EXAMPLE YOU NEED TO:

1. Personify the shared values

2. take others to model the values

A) PERSONIFY THE SHARED VALUES:

- Leaders recognize that have to be mindful on their choices

- Sacrifice themselves

- If you want to make better results, practice what you preach.

To exemplify the shared values in your organization:

- spend your time and attention wisely:

Set an example arriving early and leaving late.

Be the first one to do something everyone should value.

- watch your language:

Just a few words from someone can make a difference in the beliefs that people articulate. Words evoke images
of what people hop to create with others.

- ask purposeful questions:

Questions direct attention to the values that should be attended and how much energy should be devoted to
them. Questions can be an effective tool for change. Can help develop people by asking good questions

- seek feedback:

Is the only way to know how a leader is doing. You can ask through meetings employees opinions provides a
powerful statement about the value of self-improvement and how everyone can be better. Feedback is necessary
for growth.

TEACH OTHERS TO MODEL THE VALUES

- confront critical incidents:

critical incidents are opportunities for leaders to teach important lessons about appropriate norms of behaviors.
How u link actions and decisions to shared values, speaks volumes about what’s really important.

- tell stories:
are ways leaders pass on lessons about shared values + get others working together. Charts, dialogues=
BORING. Stories are effective, simple , timeless, people learn from experiences.

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 - reinforce the behavior you want repeated:
what you choose to reinforce is what people will choose to value. You have to reinforce the key values
important to building and sustaining the kind of culture you want.

REFLECTION AND ACTION: SETTING THE EXAMPLE

- Is all about EXECUTION AND ACTION.

- Doing what you say

- Leaders have to reward appropriate behavior if they expect to get repeated.

- People are always watching you’re credibility

STEPS TO SET EXAMPLESSSSSSSSS….. ( taking actions)

- Do a personal audit:

Use your shared values as the basis for planning your weekly schedule. Audit agendas for your meetings. Audit
how you deal with critical incidents. Your personal audit ill help you discover the example that you’re really
setting.

- Develop a routine for questioning:

Leaders ask quest to get others to know more and for being aware of certain critical factors. Developing a
questioning routine forces u to understand what u are trying to teach and achieve. Quest make other focus on
paying attention to things that matter in the workplace.

- Put storytelling on your meeting agendas:

Start meetings with a story of someone

Allow your emotions to surface as u speak

Set the Example

Essentials
Spend your time and attention wisely
Personify the Watch your language
Shared Values Ask purposeful questions
Seek Feedback
Confront critical incidents
Teach Others to Tell stories
Model the Values Reinforce the Behavior you want
repeated
Develop a routine for questioning
Taking Action Put storytelling on your meeting
agendas

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PART 3: INSPIRE A SHARED VISION
CHAPT 5: ENVISION THE FUTURE

- is important to be able to imagine a positive future.

- Leaders are forward looking

- They are able to develop an ideal and unique image of the future for the common goal

- Leaders have to make sure that what they see is also something that others can see.

- When visions are shared, attract more people

- Leaders develop the capacity to envision the future for themselves and others by mastering two
essentials:
A) Imagine the possibilities
B) Find a common purpose.

a) Imagine the possibilities:

Turning possibility thinking into an inspiring vision is the leaders challenge. You need to do more to reflect on
your past, attend the present, prospect the future, and feel your passion.

** REFLECT ON YOUR PAST:

- Looking backward can actually enable you to see farther than if you only stare straight ahead.
- search your past to find the recurring theme in your life.
- Past is your future
- You can look back to gain appreciation for how long it can take to fulfill aspirations.

** ATTEND TO THE PRESENT:

- To be able to have a vision of the future, u have to be able to see the big picture (trends, patterns)

- Envisioning the future is about paying attention to the little things that are going around and being able
to recognize patterns that point to the future.

**PROSPECT THE FUTURE:

- leaders have to prospect the future

- Have to be on the lookout for emerging dev in technology; etc.

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 - Have to be proactive thinking about the future & be able to project themselves ahead in time

- Is important to think in the tomorrow if ur future is going to be an improvement over the present

**FEEL YOUR PASSION:

- Passion and attention go hand in hand.

- People don’t see possibilities when they don’t feel passion.

- Its all about what gets u up in the morning

- External motivation creates conditions of compliance

- Self motivation produces far superior results.

- People self motivated keep walking without rewards.

b) Find a common purpose: you cant mobilize people to willingly travel to places they don’t want to go

- Leaders aren’t expected to impose their vision of the future of others.

- People want to hear about their OWN aspirations.

- They want to hear how their dreams will come true and their hopes fulfilled

- Want to see themselves in the picture of the future that the leader is painting.

- No matter how grand the dream of an individual visionary is, if others don’t see it in the possibility of
realizing their own hopes and desires, they wont follow willingly.

1. LISTEN DEEPLY TO OTHERS

- Leaders need to strengthen the ability to hear what is important to others. Is important to listen and talking, by
doing that, leaders are able to give voice to constituents feelings.

- best leaders are great listeners

- listen what people say and how they feel

- is important to ask good questions to open ideas

- sensitivity is a truly precious human ability, it requires receptiveness to other people and a willingness to
listen
- Spending time with people in the office means that you are aware of attitudes and feelings of others.

2. DETERMINE WHATS MEANINGFUL TO OTHERS

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 - the most important reason people give for staying with an organization is: they like the work they are
doing, they find it challenging, meaningful and purposeful.
26. common values that links everyone together:
1. a chance to be tested
2. a chance to do something good
3. A chance to change the things the way they are.
- great leaders, like great companies and countries, create menaning and not just money.

- Work has become a place where people pursue identity

- Best org leaders are able to bring out and make use of this human longing by communicating the roles
in people in the company.
- When leaders communicate a shared vision, they enable others and elevate THEIR HUMAN SPIRIT.

3. MAKE IT A CAUSE FOR COMMITMENT

- People commit to causes NOT plans.

- The kind of leadership that gets people to infuse their energy into strategies is called
TRANSFORMATIONAL LEADERSHIP.
- Transformational leadership occurs when people raise one another to higher levels of motivation and
morality.
- Inspiring a shared vision is the most efficient way to produce outstanding results.

4. BE FORWARD-LOOKING IN TIMES OF RAPID CHANGE

- THE POINT IS: to become a leader u must be able to envision the future.

- The speed of change doesn’t alter this fundamental truth about leadership.

- People only want to follow does who can see beyond today’s problems and visualize a brighter
tomorrow.

REFLECTION AND ACTION: ENVISIONING THE FUTURE:

- most important vision is to give focus to human energy

- the path to clarity of visions begins with REFLECTING ON THE PAST, moves to attending the present,
and PROSPECTING into the future.
- Its all about PASSION.

- Only shared visions have the magnetic power to sustain commitment over time.

- A shared vision sets the agenda and gives direction & purpose to the enterprise
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 - Begins and ends with listening

- A common vision has to be a cause, something meaningful.

TAKING ACTION/PRACTICAL GUIDANCE TO ENHANCE THE CAPACITY OF ENVISION THE FUTURE:

1. Determine the “something” you want to do

2. picture what you will do next
3. Survey your constituents about their aspirations.

*Determine the “something” you want to do:

- you can take a sheet of paper to do this, you can writhe questions to develop that aspect like:

- How do u want to be remembered?

- What my dream about my work?

- What’s my burning passion?

*picture what you will do next
- The leader’s job is to think about the next project, and the one after that, and the one after that.
- As a leader u have to be thinking in a few “moves” ahead of your team and picturing the possibilities.
* Survey your constituents about their aspirations.

- make a list of all constituents that u want to work in the future with

- the point is to identify who have a stake today and will have a stake tomorrow in the outcomes of what u
envision.
- U ask this guys important questions

- The idea is to probe and listen to the voices of your constituents talking about their hopes, what drives
them.
- Everyone learn in this process about what it takes to work 2gether to achieve common objectives.

Enlist Others
Essentials
Reflect on your Past
Imagine the Attend to the Present
Possibilities Prospect the future
Feel your passion
Listen Deeply to others
Determine whats meaningful to others
Animate the
Vision Make it cause for commitment
Be forward-looking in times of rapid
change

20
 Determine the "something" you want to
do
Taking Action Picture what you will do next
Survey your constituents about their
aspirations
CHAPT 6: ENLIST OTHERS

- constituents expect that their leaders be inspiring}

- a shared vision of the future is necessary

- We need vast reserves of energy and excitement to sustain our commitments to a distant dream , leaders
are expect to be the source of energy.
- A leader has to be wildly enthusiastic for us to give it our all.

Other leaders must improve their capacities to act on these two essentials:

1. Appeal to common ideals

2. Animate the vision.

APPEAL TO COMMON IDEALS:

- Visions are ideals. Are about a strong desire to achieve something great, express optimism.
- Visions stretch us to imagine exciting possibilities, revolutionary change; etc.

- Ideals reveal our higher-order value preferences.

- Ideals represent our ultimate economic, political social priorities. (Ideals of world peace, freedom,
justice)
- When leaders communicate visions they should be talking to people about how they are going to make a
difference in the world& how they are going to have an impact.

1. CONNECT TO WHATS MEANINGFUL TO OTHERS

- What pulls people forward, is the existing possibility that what they are doing can make a difference in
the future of their families.
- Preethi, was in charged to develop technical support for a company: she understood that people will
look at her for directions, she realized that to make vision exciting she needed to make it
MEANINGFUL.
- She made brainstorm sessions, people shared their ideas, she searched for ways to communicate her
team THE SIGNIFICANCE of their work.
- She found ways to repeat this statement to members: “all of us have the power within ourselves to
accomplish whatever we desire”.
- Her message became a march
21
 - Everyone connected to her ideas and aspirations

2. TAKE PRIDE IN BEING UNIQUE

- Compelling visions set us apart from everyone else.

- Vision must differentiate us from others

- Uniqueness fosters pride

- It boosts the self-respect and self-esteem of everyone associated with the organization.

- Every function and every department can differentiate itself by finding its most distinctive qualities.

- Each can be proud of its ideal & unique image of its future.

- Businesses must work harder to differentiate themselves.

3. ALIGN YOUR DREAM WITH THE PEOPLE´S DREAM

- To enlist others, leaders need to bring the vision to life.

- CLEAR EXAMPLE: MARTIN L. KING.

- His speech of I HAVE A DREAM

- It showed the ability to exert and enlivening influence rooted by fundamental values, cultural traditions.
The capacity to use words to create positive image of the future.
- To enlist others, leaders need to bring vision to life.

- Leaders have to animate the vision and make it manifest its purposes (so others can see, hear, taste,etc.)

- People were engaged with his speech.

ANIMATE THE VISION

- To enlist others you have to help them SEE and FEEL how their own interest and aspirations are align
with the vision.
- People perception of themselves as uninspiring is in sharp contrast to their performance when they talk
about their personal-best leadership experiences.
- If you are going to lead, you have to recognize that your enthusiasm and expressiveness are among the
strongest allies in your efforts to generate commitment in your constituents.
- By using symbolic language, create images of the future you breathe life into a vision.

1. USE SYMBOLIC LANGUAGE

22
 - Leaders use metaphors and other figures to give speech, they give examples of tell stories, etc.

- They enable constituents to picture the future, hear it, sense it and recognize it.

- Paying attention to metaphors and to their implications helps us recognize influences more quickly.

- All leaders need to be more conscious about the powerful effect that these tools of language can have by
shaping the way people envision the work.
- Leaders learn to master the richness of figurative speech so that they can paint the word pictures that
best portray the meanings of their visions.

2. MAKE IMAGES OF THE FUTURE

- Visions can become real as leaders express those images in concrete terms to their constituents.

- For a vision to be shared it needs to be seen in the mind’s eye.

- To enlist others and inspire a shared vision, u must be able to draw upon that every natural process of
creating images.
- Try exercises to portrait an image of your mind.

- The first challenge is to vividly imagine the destination in your minds eye, and then to describe it so
colorfully that others will see it and want to visit themselves.

3. PRACTICE POSITIVE COMMUNICATION

- Leaders must keep hope alive.

- Constituents want leaders who remain passionate despite obstacles and setbacks.

- We follow people with a can-do attitude.

4. EXPRESS YOUR EMOTIONS.

- Scientist found that what people perceived to be charismatic are simple people more animated than
others.
- They smile more, speak faster, and pronounce words.

- Emotion drives expressiveness

- Leaders must communicate their emotions using means of expression VERBAL and NONVERBAL

- Emotion makes things more memorable

- It doesn’t have to be complete narrative to make strong memories; it can be just words themselves.

5. SPEAK FROM THE HEART

23
 - If the vision is someone else’s, and you don’t own it, it will be very difficult for you to enlist others in it.

- The prerequisite to enlisting others in a shared vision is genuiness.

- The first place to look before talking to others about the vision of the future is in your HEART.

- There is no one more believable than a person with a deep passion for something

- There is no one more determined than someone who believes fervently in an ideal.

REFLECTON AND ACTION: ENLISTING OTHERS

- leaders appeal to common ideals

- they connect others to what is most meaningful in the shared vision

- exemplary leaders speak to what is unique and singular about the organization

- The aspiration of constituents is what matter the most.

- To be sustained over time, visions must be compelling and memorable

- Leaders must breath life into visions

- They must believe in what they are saying

- Authenticity is the true test of conviction; constituents will only follow willingly if they sense that their
vision is GENUINE.

HERE ARE THE 3 ACTION STEPS TO INCREASE YOUR ABILITY OF ENLISTING OTHERS:

1. Record your shared vision

2. Breathe life into your vision
3. Expand your communication and expressiveness skills

***Record your shared vision:

You can write in a paper and develop what is your ideal and unique image of the future for yourself and for your
organization.

For example you can ask questions to yourself such as: what is your idal work community. What images comes
to your mind when thinking of the future?

- What you articulate should provide others with the opportunity for dialogue.

- Successful visions are shared

***Breathe life into your vision:

24
- You have to make the future come alive in people’s minds.

- You have to stir their hearts

- Evoke strong emotions

- Your work is to make these intangible values (service, respect, freedom, creativity) tangible by using the
richness of language to transport people to the place they’re never been.
- When it comes to making visions memorable you have to be evocative, even provocative.

- It’s the figures of speech that create that memory.

***Expand your communication and expressiveness skills:

- expressing a vision is the most difficult of all leadership skills

- Presentation skills, workshops and meetings, help you learn effective techniques to get your ideas
across.
- the more practice in public speaking you have, the more comfortable you will become

- you can put dvd of famous speakers, listen and learn

- Notice what the speaker does.

- Use gestures and move your body

- Practice a lot.

Enlist Others
Essentials
Connect to whats meaningful to others
Appeal to Take pride in being unique
Common Ideals Align your dream with the people's
dream
Use symbolic Language
Make images of the future
Animate the
Practice positive communication
Vision
Express your emotions
Speak from the heart
Record your shared vision
Taking Action Breathe life into your vision
Expand your communication and
expressiveness skills

25
PART 4 -Challenge the Process
CHAPTER 7 - Search for Opportunities
Moraleja of the story: If you learn to listen to customers better than everyone else in the
planet, your company would be more profitable.

The work of leaders is change and all change requires that leaders actively seek ways to
make things better. To Search for Opportunities to get extraordinary things done, leaders
make use of two essentials:

Seize the initiative

The fact is that when times are stable and secure, people are not severely tested. They may
perform well; but certainty and routine breed complacency.

The study of leadership is the study of how men and women guide others through adversity,
uncertainty, and other significant challenges. It is the study of people who triumph against
overwhelming odds.

Leaders are people who seize the initiative with enthusiasm, determination, and a desire to make
something happen.

1. Change Requires Leadership

Leadership is inextricably connected with the process of innovation. It is quite clear that
leaders must be innovators to navigate their organizations into and through the global
economy.

2. Leaders Make Something Happen

26
 Leaders do not like the status quo. They want to make something happen, They want to
change the business-as-usual environment.

Managers who are rated high in proactivity were assessed as more transformational and
charismatic leaders. Proactivity produces better results than reactivity or inactivity.

It seems that everyone performs better when they take charge of change. One reason why
is that proactive people tend to work harder at what they do. They persist in achieving their
goals, while other tend to give up, especially when faced with strong objections or great
adversity.

Using your initiative can encourage others to do the same; in so doing, you can
accomplish extraordinary things amid terrible chaos.

3. Encourage Initiative in Others

Building yourself up with the positives, as opposed to tearing yourself down, makes you a
more confident and more willing to take on new challenges.

Leaders seize the initiative themselves and encourage initiative in others. They want
people to speak up, to offer suggestions for improvement, and to be straightforward about
their constructive criticism.

People who speak out and challenge the status quo believe in their ability to do
something about the situations they face. People who are high in self efficacy (consider
themselves capable of taking action) are more likely to act than those who are not.

Training is crucial in building self-efficacy and to encouraging initiative. The best leaders
know that the investment in training will pay off in the long term.

Training is one form of preparation; another effective way to prepare is mental

stimulation (being able to imagine the worst possible outcome).

Leaders find ways for people to stretch themselves. They regularly set the bar
incrementally higher, understanding the importance of setting it at a level at which people
feel they can succeed. Raise the bar a bit at a time, and eventually more and more people
master the situation and build the self confidence to continue moving the bar up.

Providing positive role models of peers also fosters initiative.

4. Challenge with Purpose

Leadership is not about challenge for challenge’s sake. It is not about shaking things up
just to keep people on their toes. It is about challenge for meaning’s sake. It is about
challenge with passion.

If people are going to do their best, they must be internally motivated. The tasks or
projects they are engaged must be intrinsically engaging.
27
 Rewarding is always good because eventually makes people get things done; but you can
never pay people enough to care – to care about their products, services, or even the bottom
line. Extrinsic rewards certainly cannot explain these actions. True leaders tap into people’s
hearts and minds, not merely their hands and wallets.

If work comes to be seen solely as a source of money and never as a source of

fulfillment, organizations will totally ignore other human needs at work. Employers will
come to see people’s enjoyment of their tasks as totally irrelevant.

Reliance on extrinsic motivators can actually lower performance and create a culture of
divisiveness and selfishness, precisely because it diminishes our inner sense of purpose.

Exercise Outsight
The only effective response from leaders is to be ahead of the innovation curve. They can never
afford to be behind it. Innovations comes from just about anywhere, two of the three most
significant sources of innovative ideas are outside the organization.

If Leaders are going to detect demands for change, they must stay sensitive to external realities,
especially in this networked, global world. They must go out and talk to people. They must
listen. Leaders must look outward for fresh ideas.

Innovation requires more listening and communication than does routine work. Leaders guiding
a change must establish more relationships, connect with more sources of information, and get
out and walk more frequently.

1. Promote External and Internal Communication.

Leaders can expect demand for change to come from both inside and outside the
organization. But organizational leaders are likely to cut themselves off from critical
information sources over time, often precisely because they are so busy trying to
build an organization that it will be operationally efficient and sustain itself.

Groups that have more communication and teamwork are more higher-performing.
People that have been accustomed to the way things have been done always (long
lived groups) cut themselves off from the kind of information they needed the most
to come up with new ideas, and thus reduced their performance.

There simply are not enough good new ideas floating around inside, however, to fill
the innovation pipeline, you have to listen to the world outside.

2. Let Ideas Flow Freely from the Outside In

You must continuously scan the external realities. Innovations require insight – but it
also requires even keener outsight. When you keep the doors to the outside world
28
open, ideas and information can flow freely into the organization. Insight without
outsight is like seeing clearly with blinders on; you just cannot get a complete
picture.

If you want the innovative and competitive edge, then you need to destroy
confining barriers and adopt an inquisitive attitude toward others’ opinions and
insights. Keep your eyes and ears open for new ideas, Remain receptive and expose
yourself to broader views.

Leaders who are dedicated to getting extraordinary things done are open to
receiving ideas from anyone and anywhere.

3. Challenges Often Find You

Because you actively look everywhere for great ideas, this does not mean that you
cannot get extraordinary things done if you are leading a project that has been
assigned to you.

The reality is that much of what people do is assigned; few of us get to start
everything from scratch. That is just a fact of organizational life. Challenges also
seek leaders. It is important the choices you make when encountered with
challenges.

Reflection and Action: Searching for opportunities

Exemplary leaders, therefore, are proactive: they actively seek and create new
opportunities.

The quest for change is an adventure. It tests your wills and your skills. It is tough,
but it is also stimulating.

Innovation and leadership are nearly synonymous. Leaders are innovators; and
innovators are leaders. The focus of leader’s attention is less on the routine
operations and much more on the untested and untried.

Exemplary leadership requires outsight, not just insight.

Here are three steps that you can take toward the future. They are things you can
begin to challenge the status quo and move along the path of getting extraordinary
things done.

Treat Every Job as an Adventure

Treat today as if it were your first day. Approach every assignment as a start over.
Constantly improve the organization. Be an adventurer, an explorer.

Question the Status Quo

Some practices, policies, and procedures are critical to productivity and quality
assurance. However, many are simply matters of tradition. Make a list of all the
practices in your organization. Review them all and vow to eliminate every useless
rule.

29
Send Everyone Shopping for Ideas

Be on the lookout for new ideas, wherever you are. Encourage others to open their
eyes and ears to the world outside the boundaries of the organization.

Search for Opportunities

Essentials
Change requires Leadership
Seize the Leaders make something Happen
Innitiative Encourage Initiative in Others
Challenge with Purpose
Promote External and Internal
Exercise Communication
Outsight Let Ideas flor freely from the outside in
Challenges often find you
Treat every job as an adventure
Taking Action Question the status quo
Send everyone shopping for ideas

PART 4 -Challenge the Process

CHAPTER 8 – Experiment and Take Risks
Moraleja of the story: Patricia Maryland president of Sinai Grace Hospital noticed that
employees mostly related to the way things had been done in the past. She began by listening and
talking to staff that way she could find a way to create improvement. One of the challenges were
long waits for patients at ER. She divided patients with different pains that way it was more
organized, she dressed employees with uniforms, she fixed up the place. The moraleja is that you
need to take risks with bold ideas. Nothing new and nothing great is achieved by doing things the
way you have always done them.

To create a climate in which the norm is to Experiment and Take Risks, it is essential for leaders
to:

Generate Small Wins

“Never test the depth of the water with both feet” (Old African Proverb). Leaders should dream
big, but start small.

If you think of problems too broadly or too expansively they appear overwhelming. They
suffocate people’s capacity to even conceive of what might be done.

30
Leaders face this dilemma all the time. They want people to reach big heights, but not become
fearful of falling. They want them to be challenged, but not overwhelmed.

The most effective Change processes are incremental, not one giant leap. Each step forward
creates a psychological “win” that propels people to continue in that direction.

1. Progress Step-by-Step

Leaders know they have to break down big problems into small, doable actions. You have to try a
lot of little things when initiating something new before you get it right. Not every innovation
works, and the best way to ensure success is to experiment with a lot of ideas, not just one or two
big ones.

A small wins approach fits especially well with the nature of work in the information society.
Managers spend about 3 minutes of uninterrupted time on a single event.

You can coach people in increments on how to focus on the task and then to execute it.

2. Try a Lot of Little Things

Mint’s 50 State Quarters Program, one of the most successful consumer product launches ever.
Rejuvenate the public’s interest in coins and in coin collecting. Each state has a specific coin.
They have a small win approach to growth and improvement with the almost monthly
introduction of limited edition and commemorative coins. You do big things by doing a lot of
small things.

3. Small Wins Produce Results

Small wins produce results for a simple reason: it is hard to argue against success. Small wins
produce results because they actively make people feel like winners and make it easier for others
to want to go along with their requests. Small wins produce results because they build personal
and group commitment to a course of action.

Learn from Experience

People never do anything perfectly the first time they try it. That is what experimentation ia all
about. There is a lot of trial and error involved in testing new concepts, methods, and practices.
Without mistakes we would be unable to know what we can and cannot do.

Many people echo the thought that the overall quality of work improves when people have a
chance to fail. You should not see failures as mistakes because you always learn something from
them. The point is that there is no success without the possibility of failure. The objective is not
to fail; the objective is to learn. Learning happens when people feel comfortable in talking about
both successes and failures.

1. Create a Climate of Learning

Promoting learning requires a spirit of inquiry and openness, patience, and building in a
tolerance for error and a framework of forgiveness. Because people know that they will not do

31
well the first time they try something. They might embarrass themselves. Learning is most likely
to happen in a climate in which people feel safe in making themselves vulnerable. Safer people
feel, the more risks they will take and the more mistakes they are willing to make. Safety is also
about a climate that encourages people to offer ideas. People usually put down ideas by saying it
is not in their budget or it will never work.

2. Leaders Are Active Learners

A study was down to find out if manages could differentiate between leadership and learning.
Managers were divided into four different approaches to learning: taking action (preferring to
learn by trial and error), thinking (reading articles or books or going online to gain knowledge
and background), feeling (confronting themselves on what they are worrying about), and
accessing others (bouncing hopes and fears off someone they trust).

If they were engaged in these they were more rather than less engaged in The Five Practices of
Exemplary Leadership. People that were more engaged in various learning tactics were more
likely to start something from scratch. The more you are engaged in learning the more successful
you are at leading. Another reason that leaders are serious learners is that they are apt to adopt a
“scientific method” perspective to their analysis of problems. The only way that people can learn
is by doing things they have never done.

3. View Change as Challenge

Instead of being debilitated by the stress of a difficult experience, leaders said they were
challenged and energized by it. Making mistakes is part of the price people pay for innovation
and for learning. It turns out that the ability to grow and thrive under stressful, risk abundant
situations is highly dependent on how you view change.

Stress – even at its most strenuous – does not necessarily contribute to severe illness. It is not
stress that makes you ill but how you perceive and respond to stressful events. The leaders we
studied experienced the change in which they were engaged as a challenge out of which
something extraordinary would come. They were fully engaged, curious, and commited to
making something happen.

4. Foster Hardiness

Hardiness can be learned and cultivated at any time in life. Leaders can help their constituents
cope more effectively by creating a climate that develops hardiness by building the following: A
sense of control through choosing tasks that are challenging but within the person’s skills level.
Commitment with the offer of more rewards than punishments. An attitude of challenge by
encouraging people to see change as full of possibilities.

On promoting hardiness there are 2 implications. People cannot lead if they are not
psychologically hardy. No one will follow someone who avoids stressful events and will not take
decisive action. Second, even if leaders are personally very hardy, they cannot enlist and retain
others if they do not create an atmosphere that promotes psychological hardiness. People will not
remain long with a cause that distresses them.

32
People associate doing their best with feelings of meaningfulness, mastery, and stimulation.
People do not produce excellence when feeling ignored, insignificant, and threatened. Feelings
of commitment, control, and challenge provide internal cues for recognizing when you are
excelling and when you are only getting through the day.

When the forces of challenge never test their skills and abilities are no in balance, people feel
apathy and boredom. When the challenges overwhelm their capabilities, they feel worry or
anxiety. Neither of these conditions produce optimal performance. It’s the rest of them when they
can attain a sense of effortless and optimal performance (FIGURE BELOW).

Flow or
H Anxiet Optimal
igh y Arousal Experienc
e
Challenges
Worry Control

Boredo
Apathy m Relaxation
Low
Low Skills High

Reflection and Action: Experimenting and Taking Risks

A major task for all leaders is to identify and remove self-imposed constraints and organizational
conventions that block innovation and creativity. Leaders are experimenters: they experiment
with new approaches to all problems.

Leaders guide and channel the often-frenetic human motion of change toward some end. When
things seem to be falling apart, leaders show their constituents the exciting new world they can
create from the pieces. By having and fostering and attitude of psychological hardiness, leaders
can turn the potential turmoil and stress of innovation and change into an adventure.

Here are three actions you could start doing today to encourage yourself and your constituents:

1. Conduct Post-mortems

At the completion of a project take the team through a review retreat. What did we do well?
What did we do poorly? What did we learn from this project? How can we do better next time?

2. Conduct Pre-mortems

Before doing a new project, try to look for what are the possible problems that can arise in the
future. A similar technique is the “the worst case scenario.” Ask yourself and your team to
imagine what it could be like if things don’t quite go the way you expect them to.

3. Strengthen Resilience
33
Hardiness and resilience are mental, not physical, states. They have to do with how we view
stress, disruption, and change in our lives. A few things you can do to help yourself and others in
developing the capacity to bounce back from failures and take charge of change. First, step back
and gain some perspective. Second, ask yourself what new skills and knowledge you will need.
Third, set some goals and make a plan. Fourth, get some help and support from others.

PART 5 -Challenge the Process

CHAPTER 9 – Foster Collaboration
Moraleja of the story: In order to be successful you need to learn to develop a cohesive and
Experiment and Take Risks
Essentials
Progress Step-by-Step
Generate small wins Try a Lot of Little Things
Small Wins Produce Results
Create a Climate of Learning
Leaders are Active Learners
Learn from Experience
View Change as Challenge
Foster Hardiness
Conduct postmortems
Taking Action Conduct Pre-mortems
Strengthen resilience
collaborative team, beginning with trust as the framework. Not only do you need to give your
constituents the tools to succeed but also to trust them to get their work completed. To have

34
effectiveness you have to relinquish control and let your employees be responsible for their own
jobs.

Another crucial foundation for collaboration is having cooperative goals. To create a climate of
collaboration they need to determine what the group needs in order to do their work and to build
the team around a common purpose and mutual respect. Leadership is not a solo act, it is a team
effort.

To Foster collaboration, you need two essentials:

Create a climate of Trust

At the heart of collaboration is trust. Without trust you cannot lead. Without trust you
cannot get extraordinary things done. To build and sustain social connections, you have to be
able to trust others and others have to trust you. Trust is not just what is on your mind; it is also
what is in your heart.

1. Trusting Others Pay Off

The more trusted people feel, the better they innovate. People who are more trusting are
more likely to be happy and psychologically adjusted than are those who view the world with
suspicion and disrespect. People don’t want to stay very long in organizations devoid of trust.

Trust is the most significant predictor of individuals satisfaction with their organization.
When you create a climate of trust, you take away the controls and allow people to be free to
innovate and contribute. Trusting leaders nurture openness, involvement, personal satisfaction,
and high levels of commitment to excellence.

2. Be the First to Trust

Be the first to trust. Building trust is a process that begins when one party is willing to
risk being the first to open up, being the first to show vulnerability, and being the first to let go of
control. If you want higher levels of performance that come with trust and collaboration,
demonstrate you trust in others before asking for trust from them.

Going first requires considerable self-confidence. Trust is contagious and distrust is

equally contagious. Self-disclosure is one way you go first. Letting other know what you stand
for, and what you are willing to do means disclosing information about yourself.

Trust cannot be forced. If someone is bent on misunderstanding people and refuses to

perceive them as either well-intentioned or competent, there may be little you can do to change
that perception.

3. Be Open to Influence

You have to make a conscious effort to listen and learn from the local experts of the
company. By having a new group it is especially important to build trust early on. You cannot
mandate changes when you do not know the people or the organization.

35
 Knowing that trust is key, exemplary leaders make sure that they consider alternative
viewpoints, and they make use of other people’s expertise and abilities. By demonstrating
openness to others’ influence, you contribute to building the trust that enables your constituents
to be more open to your influence.

Managers who create distrustful environments often take self-protective postures.

They’re directive and hold tight to the reins of power. People who work for these managers
usually pass the distrust by holding and distorting information.

Sensitivity to people’s needs and interests is another key ingredient in building trust. The
simple act of listening to what other people have to say and appreciating their unique points of
view demonstrates your respect for others and their ideas.

4. Share Information and Resources

Value of collaboration is by sharing information. By consulting with others and getting

them to share information, you make certain people feel involved in making decisions that affect
them.

Facilitate relationships
Emphasizing the big picture, and the long term, is crucial in helping people deal with
short-term setbacks. Leaders reframe any such incidents as learning experiences.

One of the most significant ingredients to cooperation and collaboration is a sense of

interdependence, a condition in which everyone knows that they cannot succeed unless everyone
else succeeds.

1. Develop Cooperative Goals and Roles

For a team to have a positive experience together, they must have shared goals that
provide a specific reason for being together. Success can only be achieved through cooperation
and teamwork. Keeping individuals focused on a common goal promoted a stronger sense of
teamwork than emphasizing individual objectives. A focus on collective purpose binds people
into cooperative efforts.

2. Support Norms of Reciprocity

If one partner always gives and the other always takes, the one who gives will feel taken
advantage of and then one who takes will feel superior. In such a climate, cooperation is virtually
impossible. To develop cooperative relationships, leaders must quickly establish norms of
reciprocity within teams.

The power of reciprocity is best demonstrated as the “Prisoners Dilemma.” Two parties
are confronted with a series of situations in which they must decide whether or not to cooperate.
They do not know in advance what the other party will do. There are two basic strategies –
cooperate or compete – and four possible outcomes based on the choices players make: win-lose,
lose-win, lose-lose, win-win.

36
 Reciprocity leads to predictability and stability in relationships, which can keep
relationships and negotiations from breaking down. It is absolutely essential that every leader
keep the norms of reciprocity and fairness in mind. Once you help others to succeed,
acknowledge their accomplishments, and help them shine, especially in front of others, they will
never forget it.

3. Structure Projects to Promote Joint Effort

The leaders job is to make sure that all parties understand each other’s interests and how
each can gain more from working together than from working alone or with their own interests in
mind. People are more likely to cooperate, if the payoffs for interdependent efforts are greater
than those associated with working independently.

Leaders structured projects so that each person’s tasks made a visible contribution to the
end result. For cooperation to succeed, individuals need to understand that by working together
they will be able to accomplish something that no one man can do on their own. Another way of
facilitating cooperation through promoting joint efforts is to emphasize long term payoffs.

4. Support Face-to-Face Interactions

Group goals, reciprocity, and promoting joint effort are all essential for collaboration to
occur, but what is also critical is positive face-to-face interactions. This need for these
interactions increases the complexity of the issues. People nowadays believe that virtual
interactions are considered face to face interactions, but it is wrong because your are not
physically with the person. People who expect durable interactions in the future are more likely
to cooperate in the present. Fostering collaboration is so crucial to the success of teams and you
should treat every significant relationship should be treated as if it’ll last a lifetime.

Reflection and Action: Fostering Collaboration

You cannot get extraordinary things done by yourself. Collaboration is the master skill
that enables teams to function effectively. Collaboration can be sustained only when you create a
climate of trust and facilitate effective long-term relationships. Trust is the lifeblood of
collaborative teamwork. Three Actions:

1. Show trust to build trust

Building trust is a process that begins when one party is willing to risk being the first to
ante up, being the first to show vulnerability. Since you are the leader, the first to trust has to be
you. Of course there are risks. You might end up looking weak or incompetent but the risk is well
worth while. Trustworthiness is in the eye of the beholder. This means that in order for your
constituents to call you trustworthy they must believe that you have their best interests in heart.

2. Say We, Ask Questions, Listen, and Take Advice

Because no one ever accomplishes anything significant alone, your approach can never be I did
this and I DID THAT. When talking about what is planned or what has been accomplished, it is
essential that you talk in terms or our vision, we did this, WE DID THAT.
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Audit your I-WE language and also audit you’re talking and listening behavior. If you want
people to trust you, and if you want to build a climate of trust in your organization, the listening
to talking ratio has to be in favor of listening. You have to have the routine of asking questions,
listening and taking advice from others. Remember that listening does not mean not speaking.

3. Get People Interacting

People cannot all be in this together unless you get them interacting on both a personal and
professional basis. People need these opportunities to socialize, exchange information, and solve
problems informally.

Foster Collaboration
Essentials
Trusting Others Pays Off
Create a climate of Be the first to trust
trust Be Open to Influence
Share information and Resources
Develop Cooperative Goals and Roles
Facilitate Support Norms of Reciprocity
Relationships Structure Projects to Promote Joint Effort
Support Face-to-Face Interactions
Show trust to build trust
Taking Action Say we, ask questions, listen, and take advice
Get People Interacting

PART 5 -Challenge the Process

CHAPTER 10 – Strengthen Others

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 Moraleja of the story: That mutual respect and accountability were key to the team’s
success. Although lack of experience was unavoidable, lack of knowledge or enthusiasm was
not acceptable. If someone did not have knowledge in an essential area, he or she was
responsible for gaining that knowledge. Sanjay set up a buddy system that paired up a less
experienced with a more experienced worker. Creating a climate in which people are fully
engaged and feel in control of their own lives is at the heart of strengthening others.

Two leadership Essentials:

Enhance self-determination
Leaders accept and act on the paradox of power: you become more powerful when you
give your own power away. People, who feel powerless, be they managers or individual
contributors, tend to hoard whatever shreds of power they have. Powerless managers tend to
adopt petty and dictatorial styles.

As we examine powerless and powerful times, we’re struck by one clear and consistent
message: feeling powerful – literally feeling “able” – comes from a deep sense of being in
control of your own life. Any leadership practice that increases another’s sense of self-
determination, self-confidence, and personal effectiveness makes that person more powerful and
greatly enhances the possibility of success. Feeling powerful comes from a deep sense of being
in control of your own life.

The more people believe that they can influence the organization, the greater
organizational effectiveness and member satisfaction there will be. A sense of personal power
results in higher job fulfillment and performance throughout the organization.

Self-determination can be enhanced in a number of ways. The most significant actions a

leader can take to ensure that people can decide for they are to provide more choices, design jobs
that offer latitude, and foster personal accountability.

1. Provide Choices

Many have written about how choice is required for organizations and their employees to
provide exceptional customer service. Responsive service and extra employee efforts emerge
when people have the necessary leeway to meet customer needs and sufficient authority to serve
customer wants.

People simply cannot lead and cannot make a difference unless they have a choice. If someone
has no freedom of choice and can only act in ways prescribed by the organization, then how can
they respond when the customer or another employee behaves in ways that are not in the script.

2. Design Jobs to Offer Latitude

If leaders want higher levels of performance and greater initiative from their constituents, they
must be proactive in designing work that allows people discretion and choice. The shift to fewer
job classifications in large organizations is a clear sign that breadth is essential to rapid response.

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Narrow job classifications limit our options, and narrower options mean people cannot do very
much to respond customer needs.

In this dynamic global environment, only adaptive individuals and organization will thrive. This
means leaders must support more and greater individual discretion to meet the changing
demands of customers. A healthy business relationship starts with reasonable compromises and
mutual understanding from both sides, not by simply pressing hard on one side.

3. Foster Accountability

The power to choose rests on the willingness to be held accountable. The more freedom of
choice people have, the more personal responsibility they must accept. Unless people take
personal responsibility and unless they are held accountable for their own actions, others are not
very inclined to want to work with them nor much inclined to cooperate in general.

Structuring the situation so that people have to work collaboratively can actually increase
personal accountability. Because when you know that your colleagues are expecting you to be
prepared and to do your job, these peer expectations are a powerful force in motivating you to do
well. Some people believe that teams and other cooperative endeavors minimize individual
accountability.

Accountability was pushed by reminding the operators to “focus on the problem, not the person”
and making each operator accountable was critical to the success of Andy’s initiative. Pointing
out individuals’ success in the presence of their peers was one of the ways that Andy reinforced
who was accountable for what. Accountability results in feelings of ownership, that you – not
someone else – have the responsibility for what’s going on around you.

Develop competence and confidence

Options, latitudes, and accountability fuel people’s sense of power and control over their lives.
Without the knowledge, skills, information, and resources to do a job expertly, without feeling
competent to skillfully execute the choices that it requires, people feel overwhelmed and
disabled. Developing competence and building confidence are essential to delivering on the
organization’s promises and maintaining the credibility of leaders and team members alike.

1. Educate, educate, Educate

When you increase the latitude and discretion of your constituents, you also have to increase
expenditures on training and development. Without education and coaching, people are reluctant
to exercise their knowledge, in part because they don’t know how to perform the critical tasks
and in part out of fear of being punished for making mistakes.

For leaders, developing the competence and confidence of their constituents is a personal and
hands-on affair. Leaders are genuinely interested in those they coach, having empathy for and an
understanding of each of their constituents.

2. Organize Work to Build Competence

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Your constituents cannot act like owners and provide leadership if they fundamentally do not
understand how your business or program operates. Another way leaders can help strengthen
constituents is by understanding how the contextual factors of their jobs play out.

Make certain that peoples’ jobs are designed so that they know what is expected of them. Provide
sufficient training and technical support so that people can complete their assignments
successfully. Enrich their responsibilities so that they experience variety in their task assignments
and opportunities to make meaningful decisions about how their work gets accomplished.

3. Foster Self-Confidence

Fostering the confidence to do well is critical in the process of strengthening others. Just because
individuals know how to do something doesn’t necessarily mean that they will do it. Without
sufficient self-confidence, people lack the conviction for taking on tough challenges. Building
self-confidence is building people’s inner strength to plunge ahead in uncharted terrain.

Having confidence in your ability to handle the job is essential in promoting and sustaining
consistent efforts.

4. Leaders Coach

Leaders actively seek out ways to increase choice, providing greater decision making authority
and responsibility for their constituents. They also develop the capabilities of their team and
foster self-confidence through the faith they demonstrate in letting other people lead. In taking
these actions, leaders act as coaches, helping others learn how to use their skills and talents, as
well as learn from their experiences.

Coaches listen, mentor, and fundamentally change the culture and the decision making process.
Leaders never take control away from others. They leave it to their constituents to decide and to
take responsibility for the decisions they make.

Reflection and Action: Strengthening Others

Strengthening others is essentially the process of turning constituents into leader – making
people capable of acting on their own initiative. Leaders strengthen others when they make it
possible for constituents to exercise choice and discretion.

Leaders develop in others the competence, as well as the confidence, to act and to excel. They
make certain that constituents have the necessary date and information to understand how the
organization operates.

Action Steps

1. Increase Individual Accountability

Enhancing self-determination means giving people control over their own lives. Therefore you,
the leader, have to give them something of substance to control and for which they are
accountable. People’s increased sphere of influence ought to be over something relevant to be
pressing concerns and core technology of the business.
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 2. Offer Visible Support

Power does not flow to unknown people; becoming powerful requires getting noticed. And
getting noticed means getting the visible support of the leader. No one likes to be taken for
granted, and everyone likes being noticed. By fostering outside contacts, and by developing and
promoting people with promise, you help build a greater sense of personal power.

3. Conduct Monthly Coaching Conversations

You need to have monthly coaching conversations with each of your team members. Both parties
learn how they can be doing better than they are in these dialogues. Coaching is not a once a year
process.

Strengthen others
Essentials
Provide choices
Enhance Self-
Design jobs to offer latitude
determination
Foster accountability
Educate, educate, educate
Develop
Organize work to build competence
competence and
confidence Foster self-confidence
Leaders coach
Increase individual accountability
Taking Action Offer visible support
Conduct monthly coaching
conversations

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