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Servant Leadership In The Business World


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Servant Leadership In The Business World

  3. 3. “ The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first, perhaps because of the need to assuage an unusual power drive or to acquire material possessions. -Robert K. Greenleaf
  4. 4. SERVANT LEADERS DIFFER FROM ORDINARY LEADERS SERVANT LEADERS UNIQUELY: ◦ turn the power pyramid upside-down by sharing power ◦ put needs of others first ◦ help people to develop and perform as highly as possible
  5. 5. “ The best test, and most difficult to administer, is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants? And, what is the effect on the least privileged in society? Will they benefit or at least not be further deprived? - Robert K. Greenleaf
  6. 6. TRAITS OF SERVANT LEADERS Listening Empathy Healing Awareness Stewardship Foresight Persuasion Conceptualization Commitment to the Growth of Others Building Community
  8. 8. SERVANT LEADERSHIP IN THE WORKPLACE PRIORITIES ◦ developing people ◦ building a trusting team ◦ achieving results. PRINCIPLES ◦ serve first ◦ persuasion ◦ empowerment PRACTICES ◦ listening ◦ delegating ◦ connecting followers to mission
  9. 9. excellent treatment of employees → excellent treatment of customers → customer loyalty BENEFITS OF SERVANT LEADERSHIP FOR BUSINESSES high employee identification with enterprise → reduced turnover strong corporate culture higher return on investment of employees
  11. 11. SOUTHWEST AIRLINES and Gary Kelly
  12. 12. BIOGRAPHY Gary C. Kelly is the chief executive officer and chairman of Southwest Airlines. He first joined the company in 1986 as Controller. In 1989, Kelly was promoted to Chief Financial Officer and Vice President of Finance. In 2001, he was promoted to Executive Vice President. Kelly spent 3 years in this role until he was promoted to his current position as CEO and vice chairman in 2004 replacing James Parker who succeeded Herb Kelleher in 2001. Gary Kelly was voted multiple times for one of the “Best CEOs in America.”
  13. 13. 1. When speaking to a Customer, give them your undivided attention. 2. When you’re in a bad mood, make sure it doesn’t show at work. 3. Smile every time you interact with a Customer both in person and on the phone. 4. Sincerely apologize when you’ve made a mistake. 5. Avoid technical jargon and use words familiar to the Customer. 6. Maintain eye contact and avoid doing things when talking with your Customers. 7. If you can’t help a Customer, try to find someone who can. 8. Put myself in the Customer’s place and see things from their perspective. 9. Work hard to exceed Customer expectations. 10.When it’s really busy and you’re feeling overwhelmed, tell yourself that if it weren’t for the Customers, I wouldn’t have a job. CUSTOMER FIRST PRINCIPLES
  14. 14. “ Southwest Airlines' number one priority is to ensure the personal Safety of each Southwest Customer and Employee. Beyond this, we follow "The Golden Rule," meaning that we treat each other the way we want to be treated, which is why doing the right thing by our Employees and Customers is so inherent to who we are as a Company. We believe in Living the Southwest Way, which is to have a Warrior Spirit, a Servant's Heart, and a Fun-LUVing Attitude. Within each of these categories are specific behaviors to help us be a Safe, profitable, and a Fun place to work.
  15. 15. CHICK-FIL-A And Truett Cathy
  16. 16. BIOGRAPHY Cathy was an American businessman, investor, author, and philanthropist. He founded the fast food restaurant chain Chick-fil-A. Cathy had a Leadership Scholarship program for Chick-fil-A restaurant employees, which has awarded more than $23 million in $1,000 scholarships in the past 35 years. In 1984, Cathy established the WinShape Foundation, named for its mission to shape winners. In addition, Cathy fostered children for more than 30 years. He received the William E. Simon Prize for Philanthropic Leadership in 2008.
  17. 17. Cathy decided not to open his restaurants on Sundays—even though it’s estimated to cost the company billions of dollars— because he believed his employees deserved a day of rest. He refused to take the company public because he wanted to keep a focus on the company’s charitable work, mainly sponsoring foster homes and homes for abused and neglected children. He also launched the WinShape scholarship program at Berry College, mostly given to young employees of his restaurant chain. Chick-fil-A employees greet customers with: “How may I serve you” and “It will be my pleasure.” CONCEPT: PEOPLE FIRST
  18. 18. HOME DEPOT and Arthur Blank
  19. 19. BIOGRAPHY Blank is an American businessman and a co-founder of The Home Depot. Today he is known for his philanthropy, his ownership of the Atlanta Falcons in the National Football League, and Atlanta United in Major League Soccer. Blank is a signatory of The Giving Pledge committing himself to give away at least 50% of his wealth to charitable causes. In 2014, he was inducted as a Georgia Trustee, an honor given by the Georgia Historical Society in conjunction with the Governor of Georgia to individuals whose accomplishments and community service reflect the ideals of the founding body of Trustees.
  21. 21. “ The people at the stores are the most important – after customers – because they interface with the customer, and since Berne and I really couldn’t begin to tell you how to wire a house, we are the least important when it comes to satisfying a customer, The sign at the front entrance of our main offices in Atlanta says “Store Support Center.” Not “World Headquarters.” It is not a corporate ivory tower. It is truly the store support center. We want everybody in this building to know that we are here to support stores.
  22. 22. STARBUCKS and Howard Schultz
  23. 23. BIOGRAPHY Schultz is an American businessman. He is executive chairman of Starbucks and a former owner of the Seattle SuperSonics. He was a member of the Board of Directors at Square, Inc. In 1998, Schultz co-founded Maveron, an investment group, with Dan Levitan. Howard and Sheri Schultz co-founded the Schultz Family Foundation, which currently supports two national initiatives. Onward Youth is aimed at promoting employment for young people between the ages of 16 and 24 who are not in school and not working. Onward Veterans aims to support post- 9/11 military to successfully transition to civilian life.
  24. 24. Education: tuition remission Health benefits for part-time workers Open feedback from Baristas to management team Career growth partnership between manager and employee STARBUCKS’ EMPLOYEE-FIRST CONCEPT
  25. 25. “ Coffee is what we sell as a product, but it’s not the business we’re in. We’re in the people business…. I’m passionate about human connection. Passion is everything. A leader can’t inspire without it. When you're surrounded by people who share a passionate commitment around a common purpose, anything is possible. -Howard Schultz
  26. 26. “ [In seeking a servant leadership culture]: There were many small things that eventually led to big changes. At the first meeting I had with store and district managers, I put some questions out there: What do you like about Starbucks? What do you want to keep doing? What do you want to change? Nobody said a word, and I realized there was sort of a culture of fear about speaking your mind. I had to make it clear that nobody would get in trouble for speaking up. I soon started something called Open Forums where we’d invite baristas to ask whatever questions they wanted and talk about whatever concerned them. Even if they asked how much money I made or what my benefits were, I’d answer it if I knew it. Those forums helped opened up the organization. -Howard Behar, former President
  27. 27. DINA DWYER- OWENS Co-chairwoman of Dwyer Group, author of Values, Inc. and star of TV series Undercover Boss
  28. 28. BIOGRAPHY Dina Dwyer-Owens is the co- chairwoman of Dwyer Group Board of Directors. America also knows her for participating in CBS’s Emmy-winning hit reality show “Undercover Boss.” In 2005, Dina launched the Live R.I.C.H. campaign to promote Dwyer Group Code of Values and the themes of Respect, Integrity, Customer focus. She also released her book, Live R.I.C.H.: How to Build Success in Your Company & Your Life With a Proven Code of Values and Values, Inc.
  29. 29. “ I have always looked at my role as being a head cheerleader, promoting a corporate culture that is founded upon the themes of Respect, Integrity, Customer service and (my favorite one) Having fun in the process. Those themes in the operationalized Code of Values at Dwyer Group have been a theme song that I like to sing daily. That’s my single, most important job: cultivate our culture. It doesn’t mean we are a perfect company that doesn’t make mistakes. We just work very hard to do our very best each and every day. -Dina Dwyer-Owens
  30. 30. Respect Integrity Customer Focus Having Fun in the Process DWYER GROUP CODE OF VALUES: R.I.C.H.
  32. 32. servant leadership is good for business, and good for people
  33. 33. “ The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first, perhaps because of the need to assuage an unusual power drive or to acquire material possessions. -Robert K. Greenleaf
  34. 34. Thanks! ANY QUESTIONS?

Notas del editor

  • Taken from Joe Iarocci, Servant Leadership in the Workplace