9780131443907

Lead your people to greatness, as you create high-performance organizations that make life better for everyone you touch. Leading at a Higher Level will guide and inspire you, every step of the way. Ken Blanchard (coauthor of The One Minute Manager reg; ) and his colleagues have spent 25 years helping good leaders and organizations become great. Now, theyrs"ve brought together all theyrs"ve learned about outstanding leadership in one book: Leading at a Higher Level. Yours"ll learn how to zero in on your best targets and visions... deliver legendary customer service and earn raving fans... truly empower your people, andunleash theirincredible potential... ground your leadership in humility, and focus on the greater good. For a long time, leaders have relied on Ken Blanchardrs"s insight, wisdom, and practical techniques. Now, he and his colleagues have delivered the leadership classic for a new generation: Leading at a Higher Level.

Introduction: Leading at a Higher Level

by Ken Blanchard

xvii

SECTION I: SET YOUR SIGHTS ON THE RIGHT TARGET AND VISION

1

(36)

CHAPTER 1 IS YOUR ORGANIZATION HIGH PERFORMING?

3

(18)

Don Carew, Fay Kandarian, Eunice Parisi-Carew, Jesse Stoner, and Ken Blanchard

The Right Target: The Triple Bottom Line

A High Performing Organization SCORES Every Time

The HPO SCORES Model

S=Shared Information and Open Communication

C=Compelling Vision

O=Ongoing Learning

R=Relentless Focus on Customer Results

E=Energizing Systems and Structures

S=Shared Power and High Involvement

Leadership Is the Engine

The HPO SCORES Quiz

CHAPTER 2 THE POWER OF VISION

21

(16)

Jesse Stoner, Ken Blanchard, and Drea Zigarmi

The Importance of Vision

A Compelling Vision Creates a Culture of Greatness

Vision Is the Place to Start

Vision Can Exist Anywhere in an Organization

Effective Versus Ineffective Vision Statements

Creating a Vision that Really Works

Make Your Vision a Reality

Vision and Leadership

SECTION II: TREAT YOUR CUSTOMERS RIGHT

37

(28)

CHAPTER 3 SERVING CUSTOMERS AT A HIGHER LEVEL

39

(26)

Ken Blanchard, Jesse Stoner, and Scott Blanchard

Scoring with Your Customers

Serving Customers at a Higher Level

Decide What You Want Your Customer Experience To Be

Discover What Your Customers Want

Deliver Your Ideal Customer Service Experience

Permitting People to Soar

Going Above and Beyond Customer Service

Making It All Happen

Making Customers the First Priority

Creating Energizing Systems

Creating Raving Fan Customers Requires Gung Ho People

SECTION III: TREAT YOUR PEOPLE RIGHT

65

(186)

CHAPTER 4 EMPOWERMENT IS THE KEY

67

(20)

Alan Randolph and Ken Blanchard

What is Empowerment?

The Power of Empowerment

How Past History Blocks Change to Empowerment

Tapping the Power and Potential of People: A Real-World Example

Learning the Language of Empowerment

The Three Keys to Empowerment

The First Key to Empowerment: Share Information with Everyone

The Second Key to Empowerment: Create Autonomy Through Boundaries

The Third Key to Empowerment: Replace the Old Hierarchy with Self-Directed Individuals and Teams

CHAPTER 5 SITUATIONAL LEADERSHIP® II: THE INTEGRATING CONCEPT

87

(16)

The Founding Associates

Matching Leadership Style to Development Level

Enthusiastic Beginners Need a Directing Style

Disillusioned Learners Need a Coaching Style

Capable But Cautious

Performers Need a Supporting Style

Self-Reliant Achievers Need a Delegating Style

Development Level Varies from Goal to Goal or Task to Task

The Importance of Meeting People Where They Are

The Three Skills of a Situational Leader

Diagnosis: The First Skill

Flexibility: The Second Skill

Partnering for Performance: The Third Skill

Effective Leadership Is a Transformational Journey

CHAPTER 6 SELF LEADERSHIP: THE POWER BEHIND EMPOWERMENT

103

(18)

Susan Fowler, Ken Blanchard, and Laurence Hawkins

Creating an Engaged Workforce

Creating Self Leaders Through Individual Learning

The Three Skills of a Self Leader

The First Skill of a Self Leader: Challenge Assumed Constraints

The Second Skill of a Self Leader: Celebrate Your Points of Power

The Third Skill of a Self Leader: Collaborate for Success

CHAPTER 7 PARTNERING FOR PERFORMANCE

121

(28)

Fred Finch and Ken Blanchard

Establishing an Effective Performance Management System

Partnering and the Performance Management System

Performance Planning: The First Part of a Performance Management System

Performance Coaching: The Second Part of a Performance Management System

Performance Review: The Third Part of a Performance Management System

Partnering as an Informal Performance Management System

One-on-Ones: An Insurance Policy for Making Partnering for Performance Work

CHAPTER 8 ESSENTIAL SKILLS FOR PARTNERING FOR PERFORMANCE: THE ONE MINUTE MANAGER®

149

(22)

Ken Blanchard and Fred Finch

One Minute Goal Setting

Areas of Accountability

Performance Standards

Goals Need to Be Clear

Reaching Goals Requires Feedback

Performance Reviews Can Undermine Performance

Limit the Number of Goals

Good Goals Are SMART Goals

One Minute Praisings

Be Immediate and Specific

State Your Feelings

Praisings Are Universally Powerful

Being Close Counts

Make Time for Praisings

Reprimanding Versus Redirection

One Minute Reprimands

Redirection

Praisings and Redirection Are Key to Partnering for Performance

The Fourth Secret of the One Minute Manager

The One Minute Apology

CHAPTER 9 SITUATIONAL TEAM LEADERSHIP

171

(28)

Don Carew, Eunice Parisi-Carew, and Ken Blanchard

Why Teams?

Why Teams Fail

Characteristics of a High Performing Team

PERFORM Across the Organization

PERFORM in Action

Team. Beliefs and Attitudes

Team Knowledge and Skills

Situational Leadership® II and High Performing Teams

Stages of Team Development

Why Is It Important to Understand the Stages of Development and Diagnose Team Needs?

Team Leadership Styles

Matching Leadership Style to Team Development Stage

The Miracle of Teamwork

CHAPTER 10 ORGANIZATIONAL LEADERSHIP

199

(24)

Pat Zigarmi, Ken Blanchard, Drea Zigarmi, and Judd Hoekstra

Why Is Leading Change Important?

Why Is Organizational Change So Complicated?

When Is Change Necessary?

Change Gets Derailed or Fails for Predictable Reasons

Focus on Managing the Journey

Surfacing and Addressing People's Concerns

Organizational Leadership Styles

Situational Leadership® II and Change

Involvement and Influence in Planning the Change

CHAPTER 11 LEADING CHANGE

223

(28)

Pat Zigarmi and Judd Hoekstra

Eight Change Leadership Strategies

Strategy 1: Expand Opportunities for Involvement and Influence

Strategy 2: Explain the Business Case for Change

Strategy 3: Envision the Future

Strategy 4: Experiment to Ensure Alignment

Strategy 5: Enable and Encourage

Strategy 6: Execute and Endorse

Strategy 7: Embed and Extend

Strategy 8: Explore Possibilities

SECTION IV: HAVE THE RIGHT KIND OF LEADERSHIP

251

(50)

CHAPTER 12 SERVANT LEADERSHIP

253

(28)

Ken Blanchard, Scott Blanchard, and Drea Zigarmi

What Is Servant Leadership?

Applying Servant Leadership

Great Leaders Encourage Their People to Bring Their Brains To Work

What Impacts Performance the Most?

Being a Servant Leader Is a Question of the Heart

Driven Versus Called Leaders

The Plight of the Ego

What Servant Leaders Do

Servant Leadership: A Mandate or a Choice

Servant Leadership Helps Create a High Performing Organization

Servant Leadership Brings More Success and Significance

CHAPTER 13 DETERMINING YOUR LEADERSHIP POINT OF VIEW

281

(20)

Ken Blanchard, Margie Blanchard, and Pat Zigarmi

Elements of a Leadership Point of View

Your Leadership Role Models

Your Life Purpose

Your Core Values

Your Beliefs about Leading and Motivating People

What People Can Expect from You

What You Expect from Your People

How You Will Set an Example

Developing Your Own Leadership Point of View

ENDNOTES

301

(12)

ORGANIZATIONAL CHANGE READINESS ASSESSMENT

313

(4)

ACKNOWLEDGMENTS AND PRAISINGS

317

(4)

ABOUT THE AUTHORS

321

(16)

SERVICES AVAILABLE

337

(2)

INDEX

339

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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Leading at a Higher Level : Blanchard on Leadership and Creating High Performing Organizations

Leading at a Higher Level : Blanchard on Leadership and Creating High Performing Organizations

0131443909

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