Premium Essay

Kouzes and Posner

In: Business and Management

Submitted By jessica1992
Words 949
Pages 4
“Leadership is ultimately about creating a way for people to contribute to making something extraordinary happen”-Alan Keith

Dick Nettel, an executive for Bank America’s Consumer Call Center, shows how a leader can seize the opportunities to bring out the best in others and guide them on the journey to accomplish challenging goals. He serves as a role model for leaders who want to achieve exceptional things.
In his organization people were disempowered and they described the organization as imprecise, failing, disorganized, frustrating, not fun etc. This was one of Dick’s ways to collect data and he also interviewed and listened to people for entire days.
Then Dick asked the employees to describe how they would like the organization to look like. People said, world class, a model for other to follow, true passion for customers. Based on this Dick started to craft a vision. (You can read the mission statement on p.5.)
Over the next 6 weeks Dick held 22 45-minute stat- of-the-center meetings with every team in the call center. He started the meetings with their vision and what they are committed to. Then he told them his story at Bank of America and the reason that he left that his true passion was to work with people to make a difference in their life.
When the employees heard his story they realize he was “a champion on their side(6).” He also made it clear in the meeting that changing the call was everybody’s business.
Then he held monthly town hall meetings, which concluded “Celebrating Heroes:” Dick and managers would recognize each other. Gave out medals that said PRIDE.
Second case talks about Claire, a founder of a consultancy business. She visions it to be everywhere and that it would have phenomenal reputation. Her motto is “the future is now”- Rather than waiting to run the business the way she thinks it should be run, she’s bringing it to life…...

Similar Documents

Free Essay

Credibility & Modeling the Way

...critical for all leaders have a desire to have constituents who believe in them. The leadership in health care is built with specialty physicians and administrators whom each have a different niche in their organizations. Within these organizations the overall task for all is preserving the lives of their acute and chronically ill patients, as well as maintaining a unified environment amongst staff. In order to do so a leader must have a vision. After establishing a vision a leader must gain credibility by keeping that vision at the center of everything they desire to do. Authors Kouzes and Posner (2007) reported that “credibility is the foundation for leadership”, which first must be established (p. 37). Establishing credibility can be exemplified when a leader “practices what they preach”, “their actions are consistent with their words”, and “follows through on their promises” as suggested by Kouzes and Posner (p. 40). When a leader’s action matches their deeds it leads to trust and shows their competence. Gaining trust is essential for any leader because it is the undercurrent for loyalty. Loyalty from a leader’s follower can cause the constituent to have a sense of team spirit or feeling of commitment to their organization, the leader, and the leaders cause. The competence of a leader can have the same effect on constituents and is fundamental for a leader to gain the loyalty. Having the ability to be a forward thinker enlist a vision, and gives the leader’s......

Words: 2554 - Pages: 11

Premium Essay

Management and Leadership: Analysis of Perspectives

...leadership and management and examine how other writes understand the relationship these two concepts hold. "If there is a clear distinction between the processes of managing and the process of leading it is between getting others to do - managing - and getting others to want to do - leading." (Kouzes, & Posner, 2008) Managers are given a responsibility to perform certain tasks. They are given resources to accomplish their assignments and are expected to perform within a timeframe. In many cases one resource a manager must deploy are personnel. When a manager is in charge of a group of people we have a tendency to call him a leader. Under the definition Kouzes and Posner have put forth a manager is not a leader. In the process of deploying human resources a manager will give assignments, set deadlines and establish job descriptions for each individual. The manager does not set the vision for the organization. The manager does not establish the goals for the organization. The manager is responsible for performing the task that has been assigned to his work group. Peter Drucker described management as a factor of production along with machines, materials, and money. (Management, 2011) Kouzes and Posner go on to say that leadership is at all levels of an organization. “If you’re a manager in an organization, to your direct reports you are the most important leader in your organization.”(pg. 338) Jim Clemmer from The Clemmer Group describes the relationship between management......

Words: 1378 - Pages: 6

Premium Essay

Communication and Leadership in the Workplace

...continued growth and triumphs of their employees which could result in the organization overall competitive advantage. When organizational goals are communication effectively employees are encouraged and are more likely to aim towards committing to the organization’s long term goals with confidence (Kouzes & Posner, 2007). The writer is questioning the effectiveness of communication and how leaders communicate their needs and or the needs of the organization to their subordinates. The writer is concerned because the flow and processes of communication at her workplace is not effective. The writer believes that the breakdown in communication has a great deal to do with how leaders relate to their subordinate in general. According to Kouzes and Posner the most important aspect and or quality set forth by a leader is determined by how the leader’s credibility is reflected. A leader is represented by what he/she believes and how committed they are to these beliefs and values set forth by the organization. A leader’s primary contribution is to show support to ideas and contributes to the vision as well as challenge the system in order to improve processes, products, services (Kouzes & Posner, 2007). Motivational research has proven to create avenues to drives one to action whether it is through the energy it incites or the influence it generates. Leadership is a critical aspect in an organization’s development and in order to be successful leaders should......

Words: 552 - Pages: 3

Premium Essay

12 Angry Men

...benefit of greater understanding.  Kouzes and Posner (2003) further this idea: “diversity is not simply good because it implies breadth of tolerance and empathy but because it will help us to be creative and innovative” (p. 95).  Creative and innovative members of a community are more likely to consider a more wide range of ideas in an effort to develop the most effective solution that will be accepted by the widest range of individuals. Unfortunately, the incorporation of diversity can be wrought with challenges.  One such challenge can be that “people have a tendency to value their own contributions more than those of others” (Kouzes and Posner, 2003, p. 103).  This proves to be a challenge as members of a group want to be appreciated and feel as though their point of view is valued as part of the greater conversation.  Beyond being valued and respected, it is important to understand what each member of the group can contribute to the overall process (Kouzes and Posner, 2003). One way to help members feel appreciated and understand how all the viewpoints can fit together, as mentioned in the first section, is through greater listening skills.  Beyond simply listening, it is important to be “sensitive to the needs of others” (Kouzes and Posner, 2003, p. 99).  It is through this process of sincere listening that members of differing worldviews can begin to build personal relationships that are important during community dialogue (Kouzes and Posner, 2003). This is an......

Words: 1416 - Pages: 6

Premium Essay

Leading Change for High Performance

...needed to grow both First Data and Western Union (Konrad & Mitchell, 2005). Kouzes & Posner (2009) suggest leaders search for opportunities, challenge the process, change the status quo, now with that being said, an alternative to changing to the three main divisions at once, Western Union and First Data should experiment as suggested by Kouzes & Posner, 2009) with one division at a time. Western Union can begin with the smallest of the three divisions, while the other two remain under the leadership of Western Union International without causing a loss of revenue. Another of the three divisions can be structured according to the strategic plan based on a schedule and the success of the preceding division. Should one of the divisions show signs of profit loss, then adjustments can be made to accommodate the restructuring and minimize or eliminate the likelihood of loss of revenue before proceeding to the next division. Recommendations Christina God became president of Western Union for her superb experience in management and global operations skills and has demonstrated skills through clear vision, innovations, and not being afraid to challenge the process and take risk (Kouzes & Posner, 2009). Gold wants to unify the U.S. operations with the international division and she should therefore trust the leaders with whom she has matched with the appropriate division, thus incorporating Kouzes & Posner (2009) “enabling others to act”, leaders would be in charge of......

Words: 923 - Pages: 4

Premium Essay

Unit 5 Research Assignment

... friend, member of the clergy, coach, teacher, and manager. 7. Believing that you can lead - We're often asked, "Are leaders born or made?" The answer we give, with a smile, is this: "Yes, all leaders are born. (Leadership Challenge, Posner and Kouzes, 1997) By following the steps above, Leadership-Today will increase market shares and the morale of their employees. Kouzes and Posner also states “that leadership doesn't depend on mystical qualities or inborn gifts but rather on the capacity of individuals to know themselves, their strengths, and their weaknesses, and to learn from the feedback they get in their daily lives—in short, their capacity for self-improvement.” (Encouraging the Heart, Posner and Kouzes, 1999 pp. 33) References The Leadership Challenge: How to Keep Getting Extraordinary Things Done in Organizations, Jossey-Bass Management Series by Kouzes, James M. Posner, Barry Z. , Publication: San Francisco John Wiley & Sons, Inc. (US), 1997. http://www.netlibrary.com.lib.kaplan.edu/Reader/ Encouraging the Heart: A Leader's Guide to Rewarding and Recognizing Others Jossey-Bass Business & Management Series by Kouzes, James M. Posner, Barry Z. , Publication: San Francisco, Calif. Jossey Bass, 1999. http://www.netlibrary.com.lib.kaplan.edu/Reader/...

Words: 592 - Pages: 3

Free Essay

Common Elements Described in Theories/Philosphies of Case, Kouzes and Drucker

...Ability to present clear and concise information consistent with the targeted audience As the acting J1 and Staff officer for the Defense Intelligence Support Office-Afghanistan (DISO-A), I was required to present technical information in a variety of settings: through briefings, slide presentations, video teleconferences, Tandberg’s, meetings and/or emails for the Defense Forward Element (DFE), DISO-A Chief, Directorate Deployment Mission Managers (DDMM), Global Force Management Office, Deployment Readiness Center and J1 Rear. I also provided information via VTC and Tandberg on a weekly basis to the Staff Components at the Defense Intelligence Agency reference all personnel actions and status. Experience in reviewing and editing complex material As the Security Specialist, in my current organization, I am responsible for researching and analyzing Industrial and Special Security policies, thus advising management on compliance issues. In my capacity as A Cryptologic Technician Administrative Assistant, I had the opportunity to research and review classified documents and reports to make final determinations from protected disclosure. As the Staff Officer for DISO-A, I was responsible for reviewing and editing all award submissions, appraisals, extension request and any/all personal action request. Experience in managing projects As the Staff Officer for (DISO-A), I was responsible for developing and managing the implementation of submitting the NATO......

Words: 458 - Pages: 2

Premium Essay

Strengthening Others for Team Excellence

...simply externally monitored by a traditional leader and only interfered with when there is true necessity. Separation of the classes is still a very real issue socially in our country, but in terms of a professionally controlled environment it should be possible to unveil, develop, and maintain a workforce that is far less concerned with professional classes as they seem to be with social classes externally. According to Kouzes and Posner, an organization should strive to create a “spirit of community” in which bonds that transcend what has become the expected professional standard may form (Kouzes & Posner, 2012). Spirit of community lends itself to the concepts and practices of team dynamics. If an organization is successful in transforming its employee’s feelings and expectations of work into a positive and rewarding slice of their life, then the organization will likely succeed in solidifying an effective workforce that will thrive individually or in groups. “Exemplary leaders make a commitment to celebrate their values and victories (Kouzes & Posner, 2012, p.304). Another practice that is potentially crucial when attempting to create a professional community environment is the recognition of excellence. Many organizations are turning to the implementation of reward programs or team building exercises that are designed to individually and collectively acknowledge the value of the employee to the organization. Shared vision between organization and employee is an ideal...

Words: 1428 - Pages: 6

Free Essay

Leadership Project Ted Turner

...practices of exemplary leadership? Model the Way Model the Way is the practice of leading by example, discovering what values you share with your team, and practicing what you preach (Kouzes & Posner, 2012). Ted is known for his anti-religion antics. He has never been one to commit to a religion, and often making snide remarks about Christianity. In order, to model the way, you must practice what you preach (Kouzes & Posner, 2012). Ted does this by recently announcing that he is “joining in a $200 million effort to fight malaria in Africa with Methodist and Lutheran organizations”. According to Carey, (n.d.), Ted is finally putting his money where his mouth is. "The religious community is huge and has a very good reputation for being able to mobilize resources," Turner told the Associated Press. "Why not use them and be thankful?" (Carey, n.d.). Overall, Ted as a leader has been loud and outspoken about his beliefs, but admitting that he can change to align with organizations he once did not have belief in to better the world, is a good example of sharing values and following your words with actions. Ted has “reached out to others, stands up for what he believes in, and follows words with actions, showing that he “model’s the way” as a great leader (Kouzes & Posner, 2012). Inspire a Shared Vision Inspiring a shared vision is an easy to define when it comes to Ted Turner. Once asked Ted Turner stated, “The way to lead is with infectious......

Words: 1566 - Pages: 7

Premium Essay

Jean Campbell

...Inc. a computer based medical billing company headed by Jean Campbell was damaged by the earthquake and challenged to its core Kouzes &Posner (2002). Due to Jean’s servant leadership, the company survived the earthquake as an ongoing concern and continues to thrive as a trusted firm that employs 200 people and handles over two hundred million dollars in charges for more than twelve hundred physicians in eighty-four medical groups throughout the United States Kouzes & Posner (2002). This paper will identify the servant leadership dimensions demonstrated by Jean Campbell that contributed to Synergistic Systems Inc. not only surviving the earthquake but growing and thriving during this unfortunate incident. Jean Campbell Profile in Servant Leadership As Jean Campbell was looking at the damage to SSI that had taken place from the earthquake, she was already formulating a plan for keeping her clients informed of the company’s status. Communication and listening not only to ones followers, but to one’s clients is a characteristic of a servant leader Northouse (2013). By applying this characteristic, Jean demonstrated to her clients that although SSI had been struck by disaster that she were also mindful of their needs. Jean’s initial objectives were to keep revenues flowing to her clients and to be fully operational within two weeks Kouzes &Posner (2002). This is an excellent demonstration of the servant leadership dimensions of awareness as it pertains to understanding......

Words: 804 - Pages: 4

Premium Essay

Credibility

...Credibility Key Concepts: Credibility: How Leaders Gain and Lose It, is a book by James M. Kouzes and Barry Z. Posner, that explains the importance of credibility in creating a healthy relationship between a leader and its followers. The book starts by describing the significance of leadership in any constitution. The authors made a point that leadership once used to be conferred by rank and privilege, but in present days, leadership is only an aspiration (Kouzes & Posner, 2011, p.2). People choose whether or not they are going to follow you and since leadership today is not handed down and one must earn it, an aspiring leader must focus on the characteristics that the population admires the most in their leader, and try to prevail these characteristics. The authors surveyed more than 1,500 managers nationwide and they concluded that honesty(credibility) was the most admired characteristic in a leader (Kouzes & Posner, 2011, p.4). Credible leaders make positive impact in people’s life. If employees trust their leader and they feel they are working toward a same vision that the company has set, then the followers will be motivated and they will work hard as a team and produce results for the company that the employees never thought were achievable. On the other hand, if there is a big distrust towards the leadership, then the lack of motivation and unity can cause a company to go bankrupt and consequently bring the economy to a recession, as we saw in the case of Enron,......

Words: 1991 - Pages: 8

Premium Essay

Leadership in a Correctional Facility

...constituents (Kouzes & Posner, 2007). Towards this end leaders will set expectations for their subordinates that are meant to create buy in and to encourage them to become actively engaged within the agency. The most effective way to set expectations for subordinates is for the leader to assume the role of mentor and/or coach and in doing so the supervisor can ensure that all employees are treated fairly. All employees expect that they and their coworkers will be held accountable based the same standards. Conversely the followers of leaders have expectations of those that lead as well. Subordinates will seek out those that are intelligent, fair-minded, open-minded, supportive, dependable, cooperative and that will inspire them to do their best. In many cases the leaders that are chosen do not hold supervisory positions within the agency and in fact in many cases they will seek out informal leaders within their peer group. When seeking out a leader most subordinates will seek out an individual that possess integrity, excellent values, and a strong reputation of making ethical choices (Peak, 2012). Setting the Example In order for a leader to set the example for those individuals that have chosen to follow them, the leader must be willing to undergo a self-examination of themselves. This self-examination allows them to truly comprehend the values, practices, ethics and ideals that propel them towards becoming a credible mentor (Kouzes & Posner, 2007). The......

Words: 1922 - Pages: 8

Premium Essay

Ethics

...to believe in their leaders before they will willingly follow them (Kouzes & Posner, 2011). Before one can begin to comprehend the importance of credibility, they must first discover themselves. In order to understand oneself, many challenging questions must be honestly answered while reflecting inwardly. In the book Credibility, by authors James M. Kouzes and Barry Z. Posner, the writers build upon the very foundation that credibility is the key essential ingredient in becoming a successful leader. The authors give numerous examples in the book displaying this essential leadership trait in both national and international organizations that span the past thirty years. By including key learning principles in each chapter, the writers are able to assist the reader in achieving their understanding of the material presented. John Maxwell builds upon what Kouzes & Posner establish as a good foundation. Maxwell believes an effective leader can lead within any organization at any level. A leader doesn’t have to have a formal title or position in order to influence those they work with. This paper will review both the foundation Kouzes & Posner establish in regards to the importance of credibility and the tools leaders can use to influence their organization at any level provided by John Maxwell. Ethics and Credibility in Leadership What is Credibility According to Kouzes & Posner (2011), “Credibility is about how leaders earn the trust and......

Words: 3602 - Pages: 15

Premium Essay

Paper

...Behavior "The quest for leadership is first an inner quest to discover who you are” (p.391).[1] --Jim Kouzes and Barry Posner--- Self-awareness is foundational to effective leadership and organization success[2]. Research in leadership and organizational behavior indicates that managers who are blind to who they are, and to the effects they have on other people in their organizations, place their effectiveness and their careers at risk. A frequently cited axiom is "the first commandment of leadership is to know thyself." For example, in their studies of managerial and executive derailment, the Center for Creative Leadership found that successful managers: (1) understand their values, personal styles, and strengths and weaknesses; (2) know the impact of these values, styles, and strengths and weaknesses on their ability to effectively work with others and achieve their goals; and (3) are quick to reflect upon and learn from their own experiences. Despite these advantages, we often resist opportunities to increase our self-awareness or to acknowledge error. We fear that learning something new about ourselves will be painful -- doing so may require us to change our treasured and habitual ways of seeing, thinking, and behaving. Self-awareness is also an important barometer to ensure that even the best leadership practices don't become destructive. As Jim Kouzes and Barry Posner caution us in "The Leadership Challenge", virtues can become vices. Being obsessed at being......

Words: 317 - Pages: 2

Premium Essay

Unit 8

...goals. It can be determined that Leadership Today is not able provide this influence. In order for this company to achieve success it must change the way it is being lead. Thus, in order to this Kouzes and Posner (2010) consider that a number of 10 enduring truths about leadership will help the company or the leader to think, decide, and also to act more effectively. The first truth is about inspiring or making the leader to think that he posses skills through which he can have a positive impact on other, believe in him self and in his ability to make a difference. The next one is called “credibility is the foundation of leadership” and refers to the fact that the others need to have trust in the leader as well in order to make things flow. The third truth is called “values drive commitment” and refers to individuals wanting to know what the leader is standing for, what he believes in and what are his values. The fourth truth is about the ability to vision exciting future possibilities, take future perspectives, and earn insight from evaluating the past and developing outsight by analyzing the context, while the fifth truth makes the leader believe he is not alone and he cannot achieve anything without receiving help from others. The next two truth of the Kouzes and Posner model refer to trusting others in order to make them trust you and to the fact that challenge is crucible of greatness, which encourages leaders to accept challenges in order make a......

Words: 664 - Pages: 3