Leadership : Three Key Employee- Centered Elements with Case Studies Marc Summerfield Washington Metropolitan Society of Health-System Pharmacists September 28, 2013

Sense of Purpose Employee-Centered Leadership: Sense of Purpose “You are not here merely to make a living. You are here in order to enable the world to live more amply, with greater vision, and with a finer spirit of hope and achievement. You are here to enrich the world, and you impoverish yourself if you forget the errand.” --Woodrow Wilson

“You are here in order to enable the world to live more amply, with greater vision, and with a finer spirit of hope and achievement. “ ”world“ --Patients --Customers (Physicians, Nurses, Students, Members) --Employees (Staff) Sense of Purpose

“Leadership is taking people to places they've never been before.” - -Marie Kane “Leadership is the process of influencing the activities of an organized group toward goal achievement.” --C.F. Rauch and O. Behling “The leader is one who mobilizes others toward a goal shared by leaders and followers.” --Garry Wills “The fundamental purpose of leadership is to produce useful change, especially, non-incremental change.” --John Kotter “Leadership is a process whereby an individual influences a group of individuals to achieve a common goal.” -- Peter Northouse “Leadership is action, not position.” - - Donald H. McGannon Be Guided by a Definition of Leadership: Top Definitions

Leadership is: “Making Things Better” Be Guided by a Definition of Leadership

Know the difference between “Leader” and “leader” (Big “L” and little “l”) “I always wondered why somebody didn’t do something about that. Then I realized I was somebody.” --Lily Tomlin “In 1918, Georges Clemenceau of France made the observation that “War is too important to leave to the Generals.” Leadership is a choice, not a position. Be Guided by a Definition of Leadership

Act in that capacity without being formally empowered or recognized. Lead and manage ourselves Lead and manage our network Lead and manage our team Three Hats

TOP Management MIDDLE Management SUPERVISORY Management TECHNICAL HUMAN CONCEPTUAL Skills Needed—Skills Approach

Employee-Centered Leadership

Skills Needed: Human Relations Sipe and Frick: Seven Pillars of Servant Leadership (based on Greenleaf’s Servant Leadership) Spears: Ten Principles of Servant Leadership Covey: 7 Habits of Highly Effective People Kramer: 10 Ways for a Leader to Connect with Employees Li: Open Leadership: Five Rules

The idea of the power of three is an intriguing concept “It's not entirely clear why three... rather than two or four or more, should be the iconic grouping.” --Wikipedia The Power of Three (3)

Once upon a time, in a faraway land, A young Prince lived in a shining castle. Although he had everything his heart desired, The Prince was spoiled, selfish, and unkind.

The Power of Three (3)

“ certain inalienable rights... life, liberty, and the pursuit of happiness.” “... and that government of the people, by the people and for the people shall not perish from the earth.” “ First in peace, First in war, First in the hearts of his countrymen.”

The Power of Three (3) Our Starbucks Mission Statement: Our mission: to inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.

The Power of Three (3) According to Dr. Ezekiel Emanuel, President Obama’s Healthcare Adviser* Too much money is spent per person because Americans overuse the healthcare system: Visiting doctors more than they need to; Seeking out expensive specialists in lieu of primary care physicians; and Demanding tests and procedures that they don’t really need. *Journal of the American Medical Association, 2008

The Power of Three (3) A NATIONAL LEADER in teaching students to write effectively, learn from each other and think for themselves

The Power of Three (3)

Three Signs of a Miserable Job: Patrick Lencioni Irrelevance Immeasurement Anonymity

Connection: Counters Anonymity To Connect: “to join, link, or fasten together; unite or bind” Employee-Centered Leadership

“In life, it’s rare that we truly are able to listen and find someone who will listen to us.” --Francine Prose Employee-Centered Leadership Connection

Employee-Centered Leadership

“Love him or loathe him, you can’t deny that Bill Clinton is a masterful connection artist. I’ve seen him in action many times, and he’s a wonder to behold. How does he do it?... these were the techniques I saw him use most often:” –Sean Stephenson Employee-Centered Leadership Connection

Employee-Centered Leadership Connection 1. He told a story. 2. He made physical contact. 3. He remembered your name. 4. He called you by name. 5. He made deep eye contact with you.

Connection 6. He used his facial expressions to convey his emotional state. 7. He calibrated his vocal inflections and volume based on the amount of rapport he had established. 8. He asked for your opinion. 9. He chose his words wisely. 10. He praised you publicly any chance he got. Employee-Centered Leadership

“a feeling of thankfulness and appreciation” Appreciate; Thank; Praise; Acknowledge; Celebrate Gratitude: Counters Anonymity Irrelevance, and Immeasurement

Gratitude “I like compliments, praises, flatteries; I cordially enjoy all such things, and am grieved and disappointed when what I call a 'barren mail' arrives--a mail that hasn't any compliments in it.” --Mark Twain Employee-Centered Leadership

Gratitude “Gratitude is what establishes our humanity. Gratitude means that you have the capacity to be touched by the kindness of others.” --Rabbi Schmuley Boteach Employee-Centered Leadership

List of simple phrases that express our feelings of praise and appreciation: “I appreciate the way you... “; “Thanks for going all out when you...”: “One of the things I enjoy most about you is... “; “Our team couldn’t be successful without your...”; “You did an outstanding job of...”; “It’s evident you have to the ability to...”; “”I admire the way you take the time to... “; “What a great idea!”; “You’re doing a top-notch job of....” --Glenn Van Ekeren: 12 Simple Secrets of Happiness: Finding Joy in Everyday Relationships. Gratitude

“When someone does something good, applaud! You will make two people happy.” -- Samuel Goldwyn Employee-Centered Leadership Gratitude

”When you bring an employee up onstage and praise her performance, this has a management impact. It will make this particular employee feel appreciated.... However, it will also, if you do it well, have a leadership impact. You are pointing to her and telling us that, although she is not perfect, her specific behaviors are the building blocks of our better future.” Employee-Centered Leadership Gratitude

Employee-Centered Leadership Gratitude

Responsiveness: Counters Anonymity and Irrelevance “... responsive managers act consistent with the principle that their jobs are to help their staff do their jobs. So, a basic inter-dependence emerges based on behaviors that show concern, respect, and trust. ” Employee-Centered Leadership

Responsiveness “Readily reacting to suggestions, influences, appeals, or efforts”; intervening “Who is a responsive leader?: A responsive leader is a person who is able to identify both the explicit and implicit needs of people she interacts with and uses her understanding of those needs to try and fulfill them, whenever required. –Bindu Sridhar Employee-Centered Leadership

Responsiveness “If necessary (when a critical deadline is not met), we all go down to that department and help the manager meet the deadline.” –Leonard Haynes Employee-Centered Leadership

Responsiveness: Examples of non- responsiveness Employee-Centered Leadership

Connection Gratitude Employee-Centered Leadership A Key Triad Responsiveness

Employee-Centered Leadership

“Whatever you are, be a good one.”

Leadership : Three Key Employee- Centered Elements with Case Studies Marc Summerfield Washington Metropolitan Society of Health-System Pharmacists September 28, 2013