LEAP

Where's the Leadership?

2007-06-20T08:51:00.000-07:00

A lesson in How Not To Lead...

I had the most frustrating customer service interaction yesterday. When I expressed my concerns and asked to speak with a manager, hoping to get some resolution to the problem, I witnessed a complete lack of leadership. Without divulging the gory details, here is the gist of the encounter:

I approached the customer Service desk and was ignored for about 10 minutes. There were three representatives working, and only two customers ahead of me. I stood in line and waited patiently. When it was my turn, no one recognized me and offered assistance. Finally, one of the representatives looked at me and asked if I "needed something."

I began to explain the problem. Before I could finish, the representative told me, in a pretty defensive way, it would cost me $45. When I asked why, she explained that if I used the insurance I was paying for, it would be $85. She did this smugly, and she never explained the $45 charge. When I asked again about the charge, she told me "that is the way it is." I was so completely annoyed that I asked, politely, if I could speak with a manager.

The manager, instead of apologizing for any inconvenience, and taking the opportunity to hear my concerns, hastily explained the policy. He did not take the opportunity to educate me as to my options. Nor did he offer any incentives to continue using the service. He merely reiterated that there would be a $45 fee. As I was about to leave, and pretty upset by this point, he did mention that a warranty claim would be placed. If the manufacturer deemed it to be a legitimate warranty claim, the $45 fee would be credited to my account. I explained that if I had been told that from the beginning, I would not have been upset. He walked away without saying a word. Want to know the kicker?

After he walked away, the representative told me that they would only credit $35--she had the same smug, "you're going to pay anyway" expression. Why is it still going to cost me $10? I'll likely never know.

The manager had a real opportunity here. Not only could he have helped me understand the fees (I'm agreeable to paying them if they are reasonable and I understand their purpose), but, had he taken the time to work with me, he might have arrived at an agreeable solution for both of us. In the process, he would have been modeling excellent customer service behavior and empowering his staff to take ownership of the claims process. He might have turned me into an evangelist for his company, and I would have been writing about my positive experience. Instead, he reinforced the representative's Us vs. Them mentality and has ensured future difficult situations.

Congratulations to the LEAP Class of 2007

2007-06-01T15:08:00.000-07:00

You did it! It has been a wonderful year, and you have proven yourselves worthy of leadership roles in our system. I was very impressed with the hard work you put into your projects, and the presentations were excellent.

I have to admit, I was very moved by the speeches Dean and Laura made. Dean used his talent of drawing analogies to illustrate his thoughts, and obviously, he has put a lot of time and consideration into self examination. Laura's speech was heartfelt and underscored the fact that she has really valued this experience. I was so moved by it, that I have asked her permission to post it here. With wit and humor, and a lot of sincerity, I think it speaks volumes about the program. Here it is in its entirety:

Good afternoon, everyone. Fellow graduates.

So, Damone, you never told us where prom is going to be held. Wait, there was no prom committee? Dude – I bought a dress and everything.

What strikes me most about our whole LEAP experience is not so much the particular sessions we attended, the networking we’ve done, or the projects we’ve worked on in and of themselves. What I seem to recall most vividly is each one of us on our first BIG PRESENTATION day, “A Day in the Life.” As we all one by one stepped up in front of the class to speak, that’s when I really began to notice each of our distinct personalities (or perhaps facets of our “Leadership Qualities,” as our first session’s facilitator Jeanne Carr would say) begin to emerge. Dean, eager and idealistic. Twan, somewhat shy, but resolute and steady. LeAnn, creative and focused.

Nathan, self-assured and (to lift a StrengthFinder term completely) full of Woo. Lillian, empathetic and analytical. Linda, inquisitive with a quiet confidence. Keshia, responsible and adaptable. (And on a beach somewhere holding a fruity drink with an umbrella in it.) Carolyn, enthusiastic and easy-going. And as we progressed further into the year, it became clear that all of us showed in some way and by varying degrees, all of the great qualities I mentioned.

What also strikes me is how amazingly ego-less our group is, not that I expected any egos to dominate. We are genuinely supportive of each other and want each other to do well, and I believe that comes from a shared sense of why we applied to LEAP, and ultimately why each of us came to work for the Library. I don’t think any of us, upon entering the program, had any delusions of being on the fast-track to the upper echelon of administration. Well, except maybe Carolyn. What we did (and still do) have is a genuine desire to make things better. For me, I saw LEAP not as a program to turn us into leaders. In my mind, we were chosen because in some capacity, we already possessed the criteria of true leaders:

The ability to think out loud.
The ability to pinpoint concerns and give voice to them.
The ability to acknowledge and promote what works.
The ability to keep an open mind and not simply accept things as “status quo.”
The ability to always grow, to always change, to always improve.
The ability to expect the best from yourself and from others, and the ability to communicate that effectively.

What I see LEAP as is a way to give us certain tools and guideposts we can use to further the goal of constantly improving the Library system for both customers and staff alike. We all have the desire.

We are all empowered to make the changes to do so. Congratulations, guys, for making it through. Drinks are on Damone.

The Relationship Mind

2007-05-29T07:38:00.000-07:00

Howard Gardner, writing in Five Minds for the Future, talks about the potential of adolescents as future leaders being ripe for nurturing, only needing the guidance of teachers, parents, community leaders, or older peers to steer them in the right direction. Gardner then asserts that these minds can be shaped in five directions manifested through five minds:

the disciplined mind (a mind trained on a specific scholarly discipline, craft or profession)
the synthesizing mind (a mind that can create value from information)
the creating mind (a mind that can break new ground)
the ethical mind (a mind that contemplates meaning in work and life and then acts on it)
the respectful mind (a mind that welcomes differences between group and individuals)

Gardner has done a good job of drawing a diagram, of sorts, of the complete leader's mind. Only, I see one mind missing: the relationship mind.

One of the key ingredients of truly great leadership is effective communication. The best communication occurs within trusting, mutually respectful relationships. The leader must be willing to be open with his team. And, equally as important, the leader must be open to feedback from the team. The need for leaders to connect, develop relationships, and sustain those relationships with his team requires a relationship mind. The leader must have a genuine interest in the lives of these people, over and above their contributions to the work, in order for them to care about him and his vision.

CSI Leadership

2007-04-20T13:16:00.000-07:00

I just completed my first weekend as a participant in the Leadership Academy, a year-long, intensive leadership development program. Sound familiar? It was an enlightening, thought provoking weekend. I was given the opportunity to complete quite a few assessments prior to beginning the course. I did the Meyers-Briggs, the Leadership Practices Inventory (a 360 degree evaluation tool), the FIRO-B (delves into behaviors and interpersonal relationships), and the CSI, or Change Style Indicator.

That is alot of self-reflective information to absorb all at once. I must say, though, that the CSI was the most interesting for me. I learned that, in relation to change, there is a continuum from Conserver to Originator. Conservers tend to feel most comfortable with the status quo and require a great deal of empirical evidence and persuasion before adjusting the notion that change is necessary. Originators feel change is beneficial and important for the growth and vitality of an organization. Right in the middle of the continuum, you find the pragmatists. These people will make decisions on a case by case basis, based on the evidence, and will easily see both sides of the coin. Pragmatists are often labeled wishy-washy by the conservers and indecisive by the originators.

The biggest aha for me was that it is important to get a sense of where you and your cohorts fall in this continuum. This helps you to understand why they ( and you!) behave as they do in relation to change, and can help you shape your arguments and approaches (and and your attitude.) Rather than merely labeling people, the CSI provides context for understanding each other's styles and preferences. And, this is important--just because you might be a conserver, it does not mean that you cannot accept, adapt to, and embrace change. It just means that you need more evidence that the change is necessary and positive. Conversely, originators, while thriving on change, can behave in very conservative ways if the evidence suggests that change would not be prudent. Great stuff!

Leadership in Plane View

2007-03-30T09:45:00.000-07:00

Great post this morning on Three Minds @ Organic. In it, there is one of the most succinct and spot on definition of leadership I've encountered:

"We got honest communication from the person in charge. Leadership is the reduction of uncertainty in organizations, and it comes from clear messages, which lead to focused actions."

We have all heard the stories of JetBlue passengers sitting on the tarmac for as much as 10 hours without explanation. The author of this post had a very different experience. In fact, he ranks the experience, having to wait nearly 100 minutes, as exceptional. Why, you ask?

Apparently, JetBlue has made some important changes in how they communicate with their customers in situations such as this. The pilot communicated the situation clearly--there would be a wait of 100 minute, the cabin would be made as comfortable as possible, the beverage service would begin, and electronic devices could be used. The pilot went so far as to offer his cell in case someone needed to make other arrangements. And, here is the best part, the pilot offered the option of de-boarding and returning at the appropriate time (unheard of in my experience.)

While this might still be a frustrating occurrence, at least the passengers understood the situation. The pilot addressed the uncertainty by providing clear choices to the passengers. Communicating clearly and providing options are necessary ways to involve your customer in the solution. If the customer is involved, the solution will be satisfactory.

Who's In your Reading List?

2007-03-29T14:44:00.000-07:00

Sorry about the lag time. I've been busier than the proverbial one-armed paper hanger (apologies to paper hangers of any number of arms if you find this offensive.) As I've gotten back up to speed on my blog reading (my Bloglines was quite full) it occurred to me that blogs have become essential reading for me. As I am time-crunched most of the time, blogs have, in many respects, replaced much of the professional reading I used to do, although I still find time to read books and articles that are must-haves.

What I love most is that I am able to have a conversation, of sorts, with people in all kinds of environments. Some of these people are such leading figures in their fields that I would never have been able to have the opportunity to get their thoughts and insights without purchasing a book or flying to a conference. So, here are a few of the folks I'm reading (some I've mentioned before, but that just underscores how much value I find in their writings):

Seth Godin: pure genius. His thoughts extend well beyond web marketing. His leadership and creativity are evident in nearly every post.

Meredith Farkas: great blog that is library related, offering a mixture of tech, teaching, and commentary on the blogsphere.

Stan Schroeder: his FranticIndustries blog is the best tech turn-on I've found. So may great web tools are passed along that I am afraid to not read it.

Bob Sutton: I love the plain language and common sense in his thoughts on leadership.

I've talked about Kent Blumberg before. He is really dedicated to engaging his readers in a conversation. Lots of experience and wisdom there.

Joel Spolsky: mostly tech related, but a creative thinker. His thoughts extend to many areas of leadership. For instance, his company's 3 year internship program is one of the best I've heard.

Garr Reynolds: as a trainer and presenter, I find his stuff to be indispensable. His ideas about design and delivery have completely changed how I develop presentations. I'm a better presenter because he blogs.

I read alot more, but these are the ones that stand out. Please take a moment to share who you're reading and why you find them to be so compelling.

Caring is the Difference

2007-03-09T11:01:00.000-08:00

There is a great post in the PLA blog that spells out what I think is the most crucial ingredient in running a library--or anything, really. The concept is that we must care. Very simply stated, huh?

Well, it isn't so simple in practice. While I know that we do care about making sure customers' needs are met, and we do care about being accurate and competent in what we do, we do need to do more to find out what those needs are. Many of us approach providing service with a huge set of assumptions. We know what they want and we know how to get it for them. However, customers behaviors are changing, and so are their options.

We are seeing more and more customers who are able to use the computer to find information. It will be a losing proposition trying to convince them that Googling the answer is not always the best approach. How do we bridge this perceptual gap? Customers are wanting to IM and chat questions (really looking for the 24 hour convenience model?). How do we meet this demand in a way that is attractive to them and effective for us? How do we go about developing an online community that engages customers and makes them feel like they want to spend time with us? What do we do to compete with the Amazons and Borders? We are no longer in a field of one.

Libraries have plenty of competition for the most important commodity--time. Customers will choose to spend their valuable time in places that make them feel good. They will want to return to places that get it right. In my opinion, the only way we are going to show that we care, and get it right, is to have a consistent dialog with customers to find out what they want.

What are some things you are doing to learn more about your customers? Are you approaching service in a different way? I'd love to hear about it. Maybe you're doing something that will help us all demonstrate just a little better that we do care.

Again with the Presentations

2007-02-22T12:01:00.000-08:00

At the risk of being redundant, as I've delved into the subject on numerous occasions, I want to talk about a couple of seemingly minor, yet crucial, things to remember when making presentations: timing and equipment.

First, let's talk about timing. Simply stated, if you have been alloted 15 minutes, then you MUST complete your presentation, with built-in time for questions, in that 15 minutes. You should never go over your time. Recently, I was in the audience at a program where one of the speakers nervously spoke for about 15 or 20 minutes longer than his alloted time. As a presenter, I couldn't help but notice the body language of the audience. As he continued talking well past his time, the audience was shifting, yawning, looking at their watches, and mentally checking out. I believe his nerves got the best of him, because he didn't even notice. The sad truth is that he lost this audience.

Why do you think presenters exceed their time limits? Many times it is lack of preparation. Most people are going to be nervous when making a presentation. If you not properly prepared, nerves will take over and you run the risk of rambling. I've done it, and its a killer. You are hating being the speaker, because you know you're not connecting with the material or the audience, and the audience hates it because they are captives.

The key is to rehearse. Rehearse in the mirror, rehearse with a friend, or have your child be your audience. Tape record yourself doing the presentation. Whatever it takes--learn the material and be prepared. It eases the nerves and lifts your confidence.

Now, what about equipment? Let's assume that you've worked diligently to put together a very visually appealing powerpoint presentation. You have made sure it is well structured, on point, and is designed to motivate your audience. You are ready to make this presentation and win over this group. When you get there, with your jump drive loaded with your presentation, you see that the hosts have arranged a Mac PowerBook for your talk. Nice computer! Wrong computer! If you don't have a back-up plan, your toast. (Always have a back-up plan!) Make sure you get these details straight when you agree to a presentation. Think about these things:
type of computer
type of software
projector issues
Internet capabilities (if relevant)
audio issues (if relevant)

Are there any equipment questions you can think of?

By the way, here's a tip. We've all seen the person fumbling with the mouse to try to go the previous slide when they have accidentally advanced the presentation. On PC's loaded with later versions of PowerPoint, there's no need to right-click and select "previous." Just use the forward and back arrow keys. It's that simple.

Mea Culpa...And Here's What I'm Going to Do about It

2007-02-06T13:06:00.000-08:00

There is an excellent theme running today among several posts I read. The theme is that there are many ways to formulate an apology, with many wrong ways and only a few right ways. The gist is that an apology must be complete. So, you must apologize, take responsibility for the wrongdoing, and ask how you can regain trust. This is great. It will go a long way toward rekindling communication and getting all parties back to the business at hand. Here are some other things to consider:

Make your apology and have a clearly defined resolution.
If I have committed the mistake, wrongdoing, grievance, oversight, etc., I must be prepared to address the concerns and have measures in place to offer my customer. For instance, if I've overcharged a customer, I need to be ready and able to offer recompense and some incentive to regain the loyalty of that customer--at the time that I'm offering the apology. My apology will not have the same impact if I must receive permission to offer a refund and a coupon for a free whatever.

If it is a more complex issue, such as a failure to meet a product delivery deadline due to unforseen technical issues, and some clear failures to communicate these issues, simple apologies and incentives are not enough. Make sure to have a clear outline of the steps you have taken to resolve the technical issues, communicate the timeline for completing the steps, and select a mutually agreed date for delivery. At this point, the only way to regain the trust of the customer is to keep the lines of communication open and, by all means, deliver a quality product on the selected date.

Be aware of your procedures when "making it right."
When it is your mistake, don't put procedures in place that burden the customer in order for them to receive the resolution they seek. For instance, I've purchased defective electronic items from a well known electronics retailer in the past. When I have returned those items, I have always been offered a refund or exchange. In every instance the Sales Associate has been pleasant and apologetic for the inconvenience I might have experienced. However, and here is what gets me every time, in order to receive a refund, I must give them quite a bit of identifying information. I then have to sign some form. I feel a little like they are doubting my integrity, even implying that I might be cheating them. And, it just takes longer to get my refund than it did to purchase the product originally. Should that be the case?

An Appeal for Good Service

2007-01-25T08:23:00.000-08:00

I was listening to the morning drive time radio program today. It was pretty much the usual stuff--lots of humor, weird news, interviews with stand-up comedians, and the occasional smattering of rock-n-roll. To me, one of the appealing qualities of these kinds of programs is that the hosts can become very familiar and will be very open about any and all things, even very personal matters. This morning was no different.

But, something interesting occurred. One of the hosts began to complain about not receiving his morning paper, repeatedly. He suggested that the delivery person had forgotten where he lived. As is often the case with radio personalities, he used his forum to rant about his poor experiences. Mind you, he described himself as a newspaper lover and does not like to receive his news in other formats. So, he is the core newspaper audience.

Because this program has a very large audience, it took no time for someone at the Newspaper Company in question to send an e-mail to the program. The hosts read the e-mail on the air. Guess what? No apology for the break in service, no offers to correct the problem in a personal way, only the standard corporate spiel about having over 1M readers, a delivery failure rate of less than 1%, and a better performance rate than the industry standard. Then the e-mail went on to offer the 1-800 number to call when you do not receive your paper.

Can you guess how the radio personality responded to the e-mail?

Is this a missed opportunity for the Newspaper Company in question?

What could have been done differently?

(By the way, someone at the Newspaper Company in question gets it. They e-mailed 15 minutes later to personally apologize, provided their direct number and told the host that they would personally take of the problem and ensure that it does not happen again. Was this too late? Had the opportunity already passed?)

Great Presentations

2007-01-19T08:02:00.000-08:00

Yesterday was the first LEAP presentation opportunity. While I was unable to see all of the presentations due to a schedule conflict, I was very impressed with the five I did observe. It was evident that everyone put a great deal of effort into making the presentations engaging and informative. In particular, everyone seemed relaxed and comfortable while in front of the group. This is an important hurdle for many when faced with the prospect of public speaking, but it does get better and easier the more you do it.

A couple of specific positives that I observed:

1. Leann's flannel board presentation was creative, engaging and so on target given that she was presenting about the Youth Services Coordinator's role. I loved the flow and the "story book" approach. And, it was short, but powerful. Shorter, focused, high impact presentations leave the audience with exactly the message or information intended. This is something to strive for!

2. While all of the presentations effectively told either the story of the role their mentor plays or about their mentor as a person, Nathan's presentation was very effective in bringing those stories together. When he was finished, we knew what was involved with being a Regional Manager, and we also gained a lot of understanding about how his mentor invests himself into the role. Nathan did this with humor and a very comfortable conversational style. Many, many seasoned speakers work for years to achieve that conversational tone. Employed correctly, this presentation style really connects with audiences. However, one drawback is that it is easy to lose focus. Keep that in mind.

Take the peer evaluations very seriously, as they are critical to improving your presentation abilities. Integrate them with how you felt while making your presentation. Reflect on the style and pacing. Think about your observations of the audience as you were presenting. Doing these things will help each of you improve on already solid foundations.

I am really looking forward to seeing the next round of presentations.

What to Do about Burnout?

2007-01-12T12:59:00.000-08:00

What would you, as a leader, do when one of your most loyal, knowledgeable, and productive team members, with one of the most vital functions to your mission comes to you wanting to quit? Let me clarify here. This person doesn't really want to leave the organization. They have not secured another position. They are not having difficulties with other team members. Simply stated, they are burned out with the routine nature, and sheer volume, of the work they are doing.

I am prompted to ask this question because this is the situation my wife finds herself in. She has worked for an organization for 10 years. She is on the agency management team. She has developed a reputation for excellence and is one of the "go-to" people. Because of her accomplishments and acumen for the field she is in, she was "rewarded" with the responsibility of taking care of a vital quality assurance function of the organization. Simply put, she was good at this function, and nobody else in the company wanted to do it.

Over the last two years, she has had two important conversations with her Director regarding the insane volume of work and the fact that it is not stimulating. To her Director's credit, she did make several adjustments that provided some relief in the volume. However, none of the steps taken alleviated the core issue: the work, although crucial to the agencies viability, is boring!

My wife is no longer interested in talking about solutions to the problem. She has decided to leave the organization. Nothing will change her mind.

What would you have done differently if you were her Director? I'd love to hear your comments.

Career Development

2007-01-02T07:51:00.000-08:00

Happy New Year! As you start 2007, it is a great time to do an assessment of your career aspirations and make the necessary adjustments to meet your goals. With this in mind, it is important to understand how organizations design and structure HR processes in order to develop and maintain the best teams possible, and how you can position yourself to take advantage of opportunities.

Organizations conduct a baseline level of training in order to ensure that staff understand the philosophies, values and core expectations in order to ensure success in a given field. In addition, the organization has developed a framework by which departments are organized with a goal of ensuring leadership occurs (succession planning.) There are job descriptions that define the basic expectations or competencies for positions. Advertisements are worded carefully to attract a strong pool of applicants. And, interview panelists and questions are chosen to ensure that successful candidates possess the necessary experience, competencies, and desired attributes to match the position. The desired result is that there are good matches to positions and a high level of success is attained.

Within MPLIC, we make sure that our training program gives staff the necessary tools to perform in their positions. However, attaining the experience and skills necessary for an advanced position, and providing evidence of accomplishment that warrants career advancement is the responsibility of the individual staff member.

What can you do to demonstrate success and provide evidence of accomplishment?

Learn to “Talk the Talk.” Assess organizational terms that are most acceptable for the promotion, position, or organizational competencies in question.
What have you done that relates to the job you are seeking? Identify position elements that are transferable skills, e.g. communication skills, teamwork, organizational skills.
Assess your readiness. Determine the level or knowledge/experience you have in the competency areas in question.
Résumés are targeted. Write résumé position descriptions using terms consistently under job titles.
Indicate evidence of accomplishment in skills areas in résumé entries.
Bring something to the table. Provide evidence of accomplishment in portfolio, advancement, promotion, or application package.
Use skills statements in cover letters.
Discuss skills and accomplishments in response to interview questions.

Other important things you can do:

Dress for the job you want—not for the job you have.
Don’t sit on committees, participate in them.
Take the lead! Ask for the responsibility, volunteer to do the task.
Be visible. Attend professional events, conferences, FAN, Adult Enrichment, etc.

Writing Basics

2006-12-22T11:34:00.000-08:00

Because of all the advancements in technology, we no longer need to rely as heavily on face-to-face or telephone communication. So much of our communication is in the form of short, written pieces or quick e-mails. This is great in that written pieces can be archived. Also, it is a tremendous time saver to be able to zip off a memo or e-mail to 10 people rather than to have to schedule a meeting or make 10 phone calls.

With these advantages come some costs, however. That is why it is important that we are communicating effectively within these shorter written pieces. When relying on the written word only, so many elements of communication are lost. Gestures, expressions, tone of voice, etc. are no longer present to accentuate the words used. And, with e-mail in particular, we tend to treat our messages informally, or even cavalierly. This can be extremely costly in a professional environment.

That is why it is more important than ever to focus on clear thesis statements, logical sentence construction, proper grammar and punctuation. You, the writer, are 100% responsible for ensuring that your intended message gets through. Take a look at the brief presentation below for some tips.

"Ask and Ye Shall Receive--Maybe."

2006-12-21T13:58:00.000-08:00

Have you ever been asked your thoughts or opinion about something, only to have the asker refute everything you say? What feelings were you left with? If you are like me, your first thought was, "Well, why did you ask me?" Your second thought was probably along the lines of, "Good luck getting my opinion again!" Why? Because you got the sense that they never really wanted to hear your thoughts in the first place. Rather, they were seeking validation for their point of view.

Leaders must get input from those around them. We cannot be experts in every discipline. We do not have the benefit of knowing every facet of an issue. Most, importantly, we must know that we we do not have all the answers. Getting input from trusted cohorts gives us the benefit of broader expertise and experience, different problem-solving perspectives, and, often, a more objective view. Invariably, the course of action taken will be stronger and more successful for this kind of interplay.

Soliciting, and valuing (that is the key) others' input creates a sense of team ownership. It lets the group know that the leader is concerned how decisions affect everyone. There likely will be a stronger 'buy-in' which often results in greater success.

Thus, it is crucial that when you are seeking input, you are doing it from a genuine desire to hear others' ideas. If you have done a good job of building a strong, success oriented team, you have every reason to include them in the decision making process. Frankly, you have banked your success on them! You have hired, smart, intuitive, creative people--people who will see right through disingenuous attempts to be 'inclusive.'

So, ask for their thoughts, opinions and ideas. Let them know you appreciate it. Explain how their contribution is of value. And, if you disagree, be honest about why. Ask more questions. You may end up being very glad you did because the answer may reveal itself.

Being Right Can Go Terribly Wrong

2006-12-13T07:44:00.000-08:00

If there is debate among the team, does it matter who is right?

Maybe that is the wrong question. Choosing what is right does matter. But it doesn't (and shouldn't) matter who is right. Often, strong team members, with great ideas and conviction, will argue for their particular points of view. This kind of debate is healthy, and generally ends up delivering a better product. I want the team to debate, play Devil's advocate, flesh out the details and come to some conclusions about choosing a course of action. This helps to balance perspective, and ultimately creates broader appeal for the product.

Enter the problem. A team member vociferously defends his position, openly criticizes (even attacks) dissenting views, and alienates other members of the team. Who loses? We all do. The morale of the team is damaged (maybe irreparably) and momentum gets lost. Sure, we may be able to develop consensus following this kind of unhealthy exchange, but the damage is done. And what about the dissenting team member? In six months, no one will remember what the argument was about, but they will remember the behaviors. These impressions are set and will never go away.

We have all felt passionately about our positions and wanted to see our vision realized. I encourage everyone to exercise this passion. Realize, however, that you are always being evaluated as a team member. How you disagree is as important as what you disagree with.

To get more perspective on this issue, see a previous post, S trong Opinions and Conscience-Directed Change, and Bob Sutton's Strong Opinions, Held Weakly.

One of the Best

2006-12-01T13:37:00.000-08:00

Dr. Jim Johnson , long-time Senior Manager of the History and Genealogy department, and one of the most respected authorities on genealogical research in the midsouth, is retiring today. It is with fondness that I post this. Jim has been an inspiration to all of us. His calm demeanor, great sense of humor, and passion for his work have made him one of the most effective leaders I have ever worked with.

The loyalty he has engendered in his staff, and the collective sense of mission they all possess is due, in large part to his modeling. Any time I visited the fourth floor, I would see Jim working side by side with his staff, serving the customers. And, what was evident was that he was not doing it out of a sense of duty. Rather, he was enjoying it! He lead and participated. He humbly gave credit for the great work of his department to his staff. He coached and guided them to success. He shared his knowledge and expertise with them. And, he handled change and challenges with equal amounts of patience and humor.

I know that I'll miss him.

Perspective: Helicopter View

2006-11-29T13:20:00.000-08:00

If you've ever ridden in a helicopter, you can relate to the idea of perspective. When you look out, you can see everything--below, behind, ahead, up--all in spectacularly clear view. It is breathtaking!

So, when I encountered this concept while reading Leading Blog, culled from The Nature of Leadership, by Jim White, I had an immediate, gut level understanding of what the "helicopter view" as it relates to leadership means.

Leaders have the ability to see events, crises, challenges, etc. in the larger context. They draw on the lessons of the past to inform the present. And while looking toward the future, they keep the core principles of the organization--mission, service, vision--firmly in view. Without this perspective, it would be easy to repeat the mistakes of the past, or fail to preserve the values that have shaped the organization.

Do You Have the Time?

2006-11-16T20:44:00.000-08:00

In a recent post, I mentioned a blog I have been reading. In his post, Cognition and Chance, Kent Blumberg makes some great points about how we think, assess information, and make decisions. One of the conclusions he drew really resonated with me. "Our estimates of time and cost are almost always too low. "

I saw this in action this month when I had my house painted. The estimate I received from the contractor was a very reasonable price, and he said that it would only take a weekend. In fact, the job took two weekends--effectively raising the costs to him as an independent contractor.

How does this relate to us in our profession? When we lose sight of the fact that time is a resource that requires management, we set ourselves up for the inevitable costs: money, morale, quality, credibility, etc.

If you are interested in taking a look at how you can be more effective with the time you have, browse through this slideshow on Time Management.

Transparency in the Moment

2006-11-16T20:43:00.001-08:00

Most people would agree that healthy, successful organizations practice transparency with their staff. From the top down, each stakeholder is treated with the respect that is inherent when valuable information is shared. This holds true when the news is both good and bad.
The strongest organizations practice this and make it a part of their culture. This is accomplished easily when there is a concerted effort to communicate through formal channels. The organization leaders make an effort to be visible and communicate the message. But what about those times when the information sharing is not planned? This is the time for transparency in the moment.
At a recent meeting, I watched our Deputy Director make a short presentation regarding the Friends Budget allocations. This was a cut and dry, information sharing opportunity. When time came for questions, though, they were off topic and related to far more complex budget, staffing, and collection issues. While she did not come prepared for these questions, she proceeded to answer each question as candidly and thoroughly as possible.
This is what I mean by transparency in the moment. Rather than defer those questions, she took the opportunity to be open and honest about the state of those issues. The net result is a better informed group of managers that have credible information to provide to their staff. No one was left wondering--How bad is it? What is she hiding? Rather, she managed, in that brief moment, to seize the opportinty to build trust and create a sense of belonging.

Congratulations to Dean Moore

2006-11-16T20:42:00.000-08:00

It was announced this week that Dean has become the acting manager for the Frayser Branch Library. Dean's service to the Frayser community, and his determination to pursue a leadership role have begun to pay off. We wish you success and look forward to you bringing your leadership experience and enthusiasm to your new position.

Excellent Leadership Blog

2006-11-16T20:39:00.000-08:00

I have encountered a wonderful blog devoted to all topics regarding leadership and professional growth. The blog is authored by Kent Blumberg and offers insight from his experiences in the manufacturing sector worldwide. A quick glance at the list of posts will reveal that he targets leadership from a practical perspective. Among the gems: Who's Your Fool?, Don't Cut Price: Add Value Instead, and Are you Doing Things To or For Your Customer.

This blog is talked about among the many business, management and leadership blogs I read. Take a look. I think you will be pleased to see that many of the posts will resonate with you both personally and professionally.

What Not to Wear

2006-11-16T20:38:00.000-08:00

I had a conversation recently with a friend who is a fan of the TLC show, What Not to Wear. You know how it goes. Everybody's favorite frumpy friend gets the professional makeover treatment, and Voila! The swan emerges from beneath the duckling's feathers.
This particular episode was a little different in that it had a very relevant message for the emerging leader. The person of focus for this episode wa a young woman in her twenties who worked as a receptionist in a bank in NYC. Her clothing was not what one would describe as "professional." She wore clothing that was more along the lines of what you would see in a junior high school rather than in a professional lending institution. One of the hosts, Clinton, made the comment, "People should dress like they are proud to be at work."
What does this mean to you? Are our wardrobe choices sending the messages we intend? Do people, followers in particular, make judgements based on simple factors like dress?
Just something to think about.

Strong Opinions and Conscience-Directed Change

2006-11-16T20:30:00.000-08:00

I encountered a really powerful concept that has implications for visionary leadership. When reading Stanford University professor Bob Sutton's "
Work Matters" Blog, I was floored by the simplicity of the idea of "
strong opinions, held weakly." This idea contends that one must possess strong opinions in order to generate compelling and convincing arguments in favor of that opinion. Without this conviction, one will not have the motivation to dig deeply and flesh out the arguments. Conversely, Sutton contends that these positions must be held weakly. Why? Well, if one's position is too firmly entrenched, it raises the possibility that he may become deaf to alternate ideas and information.

Why is this important for visionary leadership? Leaders must be prepared to present opinions in the strongest possible light. To do this, the leader must develop compelling and defensible positions that will influence followers. However, holding the opinion weakly allows the leader to examine situations, information, and trends that may validate the present course or necessitate conscience-directed change. By conscience-directed change I mean leaders making decisions based upon what is right, moral and most prudent for the situation.

History is replete with examples of leaders staying the course in the face of contradictory evidence or experience. The leaders of Enron maintained the status quo regardng their business practices when all evidence pointed to the fact that the business model was not sustainable. Had they had the courage to face the situation head-on and make conscience-directed changes, history might tell a different story. However, we all know how the story ends.

Are any of your opinions so strong that you are willing to hold them to the bitter end? Do you have the courage to make conscience-directed changes? Just some questions to ponder.

Self Knowledge is the Key to Effective Leadership

2006-11-16T20:29:00.000-08:00

Jeanne Carr, Managing Partner with Team Trek Coaching Group completed the all day retreat for our new LEAP class. In the session, Jeanne clearly established that effective, visionary leadership can only begin after a thorough process of self discovery and awareness. This process leads one, inevitably, toward an understanding of talents and strengths. It is the application of these strengths, in a measured and balanced way, that leads to excellence.
Most importantly, the session outlined the principle of 100% responsibility. Simply stated, "I am 100% responsible for how I choose to respond to the people and circumstances in my life. Everyone else is 0% responsible." Therefore, I am 100% responsible for developing my strengths, 100% responsible for preparing for challenges, and 100% responsible for how I react to challenges. It is quite empowering and liberating when I realize that, although I cannot control the circumstances, I do control my reactions. And, consequently, I am far more likely to effect positive outcomes.

Welcome to the Class of 2007

2006-11-16T20:28:00.000-08:00

We have been dilligently reviewing applications and conducting interviews to narrow the fine group of applicants, hence the lack of posts. Now, we have done our work as a selection committee and are ready to present to you the Class of 2007. Here they are:
Laura Bonds
Leann Gordy
Lillian Johnson
Twan Jones
Kam McHugh
Dean Moore
Carolyn Ray
Linda Scott
Nathan Tipton
Keshia Williams
And what a wonderful group it is. We have high expectations. Here's hoping that you discover your true leadership style. Here's hoping that you unlock hidden talents and conquer long-held fears. Here's hoping you bond into a formidible group of future leaders!

Celebration

2006-11-16T20:26:00.000-08:00

In a recent issue of Training Magazine (May 2006), there was an article about the leadership legacy of Jack Welch, the much lauded former CEO of GE. Jack Welch is revered in business circles for good reason. He headed one of the largest companies in the world for 20 years, and was responsible for a market value increase from $13B to nearly $400B during his tenure.
What struck me most about his ideas about leadership was that they he was always focused on people. Jack Welch looked for authenticity above all other leadership qualities. He felt that success in business was about treating people well. And, most interestingly, he wanted the organization to celebrate! Celebrate the victories, no matter how small. Have fun and enjoy the work. In his own words:
"At GE, I preached celebration over and over again. Somehow it was just in my blood. I think you have to have fun in the workplace. There's no excuse for not doing it. Don't ever be too busy to do it; don't ever be too cheap to do it. Celebration is one of your biggest obligations."
We could not agree more! We had a wonderful time at our graduation ceremony. The LEAPers had an opportunity to present their work, and we had an opportunity to celebrate their creativity! We had great food, plenty of time to catch up with colleagues, and a chance to see this group shine. Enjoy these pictures of the LEAP graduation. It is our hope that the event adequately celebrated the achievements of this fine group of leaders.

I Say "Yes!"

2006-11-16T20:24:00.000-08:00

As promised, I am posting the entire remarks by Donna Moore. Donna has been a huge inspiration to the entire group. I mentioned her in a previous post. She came to the program with a serious fear of public speaking. The fact that she volunteered to provide commencement remarks is a testament to her will to gain valuable experience from this program. Here are her remarks. I hope you find them to be as powerful and inspirational as I did!
"As we concluded our day of learning at LEAP, we were required to evaluate our day. Allow me to evaluate my success as it relates to the Leap Program. I must first know: What success is. Definition: Success is the favorable or prosperous termination of attempts or endeavors; or a successful performance or achievement. Questions to consider during my evaluation--- Did the Leap Program meet its 4 objectives?

Developed visionary leadership through practical hands-on experience and classroom training sessions;
Developed awareness of external/internal social and political influences impacting the library system, resulting in effective communication strategies for disseminating information;
Developed proactive strategies to address a shifting workplace environment; and
Gained an understanding of all overall operations of the library system and how each part works together to support the organization’s mission.

Allow me to briefly review.
I participated in small group activities and discussions

We were given a scenario--the goal was to come up with a solution.
I practiced writing a media release which was the introduction of e-audio books.

Objective #1 successfully completed
I discovered the world outside Memphis Public
Exploring other libraries (Buckman Labortories, SSCC, and St.Mary’s to name a few) and community service based organization ( MIFA,
ChurchHealthCenter, Bridges &
PeabodyMuseum) helped me in understanding the importance of their individual functions and how they deal with financial funding. Our group would return to MPL to discuss and to report our findings. Objective #2 successfully completed Our small group project has addressed our proactive strategies in a shifting workplace environment.Objective #3 successfully completedThe session “Follow the Book” taught me about each department as the book travels through the library. Our mentors provided the opportunity for us to see their department through their eyes. I’m sure each LEAP participant gained a greater respect and appreciation for the mentors, as I did. “Challenges throughout the System History/We’ve Come a Long Way Baby”, my personal favorite, was a session that I experienced a sense of awe in learning about the rich history of the library and its memories. It is my belief that if we know where we have come and what it took to get there we can better appreciate where we are today with a more sincere gratitude. Objective #4 successfully completed With objectives completed… Let me share a little about myself so you can understand and appreciate how far I have really come. You see, I learn with my heart, my eyes and my hands. With my heart I gained tremendous life experiences and knowledge of how to be a more effective leader. After taking my online assessment through Team Trek, my god given/ inner core strengths were given a name and a voice. Now what I did and how I did it made sense- We were taught to build upon what you do right. Laying the foundation to build and improve.LEAP opened my eyes and allowed me to see people and myself in a new light. I was blessed with the opportunity to share my LEAP experience with the 11 wonderful leap participants who I have come to admire and appreciate for their talents and leadership skills. So get ready for what is to come; we are--prepared, equipped with the proper information and ready to lead. I could not omit all those who contributed from the beginning to make this a successful program and wonderful environment to learn.I’ve received multitudes of hands-on experience that broadened my views and exposed me to a world of possibilities and opportunities. An unknown author quoted “The right man/ women in the right place at the right time doing the right thing in the right way.” This is how I view my 11 months with LEAP. I thank all who encouraged me to apply. Words can only begin to express how much I have gained through LEAP.Our first session taught me to step outside my comfort zone and into the zone of possibility. Conquer your False Expectations Appearing Real (FEAR).I end where I began to make the circle complete. Evaluating my success as it relates to LEAP. Did LEAP meet their objectives as it related to ME?I say “YES!!!”There is a famous quote that states “Our deepest fear is not that we are inadequate but that we are powerful beyond measure”What was my fear: “Public Speaking.”I thank you for this opportunity to LEAP; you have made me soar beyond my own expectations. "

Graduation Day

2006-11-16T20:23:00.000-08:00

We held the graduation ceremony for our first LEAP group on Thursday, May 11, 2006. It was a huge success and a proud moment for the members and our Library. We had an opportunity to hear presentations of the small groups' year-long projects. We were treated to very professional, engaging mutlimedia presentations on three important issues: internal communication, cross-training, and customer service modeled after a well-known retail establishment. There is plenty of food for thought and we will be examining these projects to see how we may apply the concepts to improve our organization.
Afterward, two class members made very moving remarks about their individual experiences. They were such powerful speeches that I will include them in subsequent posts. Finally, Judith Drescher, our Director and leader par excellence, inspired the group to close the circle and put their experiences into practice.
All in all, it was a wonderful afternoon. I was really touched by the pride each class member displayed. Any doubts or concerns I had about the quality of the program or its importance for the class members went right out the window. I look forward to seeing the fruits of our labor.

Managers, How Do You Lead?

2006-11-16T20:09:00.000-08:00

One of the inevitable questions managers ask themselves is "how to do I model for my staff?" Good leaders are concerened with the examples they set for the staff in their charge. They want to motivate staff, provide direction and vision, and demonstrate a commitment to that vision. So, as leaders in our Library, what can you do to lead your staff?
One important thing you can do is encourage your staff to apply for the LEAP program. Let them know you value their contribution and have recognized their abilities. By giving them your support, you are letting them know they are an asset to our system and deserve an opportunity to grow into a leadership position. This demonstrates commitment to your staff and to the goals of our system.
The staff will gain invaluable information and experience that will serve your agency well. They will be armed with a renewed commitment to "satisfying the customer's need to know," while, at the same time, serving as a representative for agency!

Blogs for Leaders

2006-11-16T19:52:00.000-08:00

A recent post to our very own LEAP member Kevin's MPLIC Techtrain blog, http://mplictechtrain.blogspot.com/ made me realize what a tremendous resource the blog world is for everyone, potential leaders included. His post, "Put Everything in One Place and Be Done with It" underscores the need to have a "management tool" so to speak when sifting the web for information. The technology that allows you to choose an aggregator and subscribe to blogs is a wonderful opportunity to have relevant, timely leadership information sent to your account.
I have found some great blogs that are very relevant to my position, and to the concept of organizational leadership. These are just two of the many I have found in my searches: http://www.blogwriteforceos.com/blogwrite/
http://kmblogs.com/public/item/85527
Take a look at them! And, use your aggregator to find other blogs and sites that will enhance your leadership reading and learning. Finally, comment to this post and share what you found!

Where I Went and What I Learned

2006-11-16T19:50:00.000-08:00

The most recent session was entitled Where I Went and What I Learned. Each class member submitted an activity, event or opportunity that they wanted to participate in. They were charged with analyzing the experience and presenting it to the larger group. The LEAP class did a wonderful job of presenting their experiences!
Activities ranged from presenting at a professional conference to participating in a Delivery and Distribution nightly run. The presenters utilized a variety of presentation styles, from graphic intensive powerpoint shows to a really fun scrapbook that was used as a visual aid.
I am very pleased with the progress of the class in their public speaking abilities. In particular, one class member stood with confidence at the podium, spoke clearly and strongly, and fully entertained the group with her comfortable speaking style. What a contrast! She was the class member who was reduced to tears in the first session at the prospect of public speaking. Kudos to her for having the courage to face that fear and develop into a fine speaker!

Why Would You Want to Be in LEAP

2006-11-16T19:48:00.000-08:00

I have received quite a few calls this week regarding the application process. Most were matter of fact questions about having supervisors sign off, the deadline, etc. But, I had one very interesting question. "What is going to happen to those who are graduating from the current class?" In other words, how did they benefit?
The question gave me pause. Really what the person was asking was, "What's in it for me?" or WIIFM. As a trainer, I understand the importance of this concept. Much of our motivation for learning new concepts, accepting new responsibilities, enrolling in classes, etc. revolves around this question. Instinctively, I feel that true leaders are motivated intrinsically. A leader does the right thing because it is right. A leader avails himself of learning opportunities for self improvement.
However, one cannot discount the importance of the WIIFM. So, here are some great reasons why you should apply for the program:

Candid insight into the history and philosophy of the Library system, as told by its current leadership
Continual opportunities to learn new communication skills and techniques, and improve on existing ones
Gain a deeper understanding of public relations as it relates to libraries
Learn who our major collaborators are
Have an opportunity to shadow and model current library leaders

These are just a few of the reasons why you want to consider being a part of this great program.

LEAP Program Schedule

2006-11-16T19:46:00.000-08:00

In order to make the LEAP experience a consistent one, we will be maintaining the same program schedule as last year. However, there will be some minor modifications to some of the programs. Also, the order of the sessions may need some minor adjustment in order to refine the flow of the program.
Here is the schedule in its current form:

July
Welcome Reception
August
Leap Retreat
September
Essentials of Communication
October
Follow the Book
November
Part 1: Challenge throughout System History
Part 2: We've Come a Long Way, Baby
December
Public Relations: Our Window on the World
January
Shake 'Em Up: A Day in the Life Somewhere Else
February
The Library world Beyond Memphis Public
March
Community Involvement
April
Where I Went/What I Learned
May
Graduation

I will be adding more content regarding these sessions, including links to PowerPoint Shows and .pdf versions of the handouts in the near future.

Applications Are Available

2006-11-16T19:44:00.000-08:00

I sent out the applications last week. Last year, we had 37 interested applicants. Not bad for the first year. With word of mouth and encouragement from all levels throughout the system, we are expecting a larger pool this year.
The process will be the same as last year. Interested staff must complete the application, and be sure to submit with a letter of recommendation attesting to his/her leadership potential. This letter may come from someone outside the system.
After the applications have been screened, a group of interviewers will be selected. The pool will be narrowed to 20. These finalists will be interviewed individually to determine suitability for the program. Ultimately, the 12 members of the class of 2007 will be selected from the process.
So, if you are interested, please go ahead and complete the application. You can download a copy by following this link:
http://www.memphislibrary.org/intranet/StaffD/Leadership%20Application.pdf
Do something positive for your career--LEAP!

What is LEAP

2006-11-16T19:42:00.000-08:00

LEAP is a leadership program of Memphis Public Library and Information Center.

LEAP (Leadership Empowerment Achievement Program) is designed to:

identify potential leaders within the library system,
allow employees interested in advancement an opportunity to enhance their leadership skills, and
develop a pool of individuals who can assume leadership roles when the need arises.

The objectives for participants in LEAP are:

develop visionary leadership through practical hands-on experience and classroom training sessions;
develop awareness of external and internal social and political influences impacting the library system, resulting in effective communication strategies for disseminating information;
develop proactive strategies to address a shifting workplace environment; and
gain an understanding of the overall operation of the library system and how each part works together to support the organization’s mission.

The following is a list of “soft skills” or “transferable skills” identified by the Leadership Development Steering Committee as shaping future Memphis Public Library leaders. Individual LEAP sessions were designed based on these competencies; each session addresses one or more of these skills:

identifying and appreciating various leadership styles
effective communication
motivating followers and teambuilding
ethical leadership
valuing professional organizations
advocacy and outreach
stress management
strategic planning
personal and professional development
dealing with change
coaching and mentoring
community awareness
public relations
coping with chaos
recognizing charateristics of good leaders
political acumen or savvy
building collaborative elationships
networking
handling criticism and adversity
creating and communicating vision
understanding the library "big picture"
time management
identifying future trends