The Stroke Association, servant
leadership, and Transformation
Cass Business School
Master class Lecture
21 April 2010
Jon Barrick
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Management styles…only last
week….
• “A new survey of 5,000 staff highlighted the
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three most common management styles
within UK workplaces as:
authoritarian (21%),
50%
bureaucratic (16 %)
and secretive (13 %).
Only 10 % describe their bosses as
accessible
7% per cent think senior staff within their
organisation are empowering.”
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
Chartered Management Institute survey April 2010
www.stroke.org.uk
Openness, Transparency, key
characteristics of the servant leader
1.
2.
3.
4.
5.
6.
7.
Understanding followership
People first
Accountability and responsibility
Foresight
Strength
Openness to Knowledge
Entheos
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
From Robert Greenleaf “servant
leadership”
Superior, most productive
organisations
“Are those where there is:
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the largest amount of voluntary action,
people do the right things, things that
optimise total effectiveness,
at the right timesbecause they understand what ought to be done,
they believe those are the right things to do,
and they take the necessary actions without
Stroke helpline
Website
being
instructed
.”
0845 3033 100
www.stroke.org.uk
www.stroke.org.uk
Where were we 5 years ago?
• 337th in charity rankings
• Below 1% prompted, and 42% prompted
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awareness
Never been in Britain's most valuable charity
brand list
A place where people started charity career
then moved on
The England and Wales bit left over from the
breakup of Chest Heart Stroke in 1991
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2004 Challenges
• Needed Government and public to
take notice of Stroke being number
1 cause of serious long term disabilities,
which is also the 3rd biggest killer
• Senior Trustees wanted to be UK wide
• Senior Trustees wanted big
improvement in Stroke Care
• Senior Trustees wanted more funding
for Research
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Positive Resources
• Stroke Experts were supportive
• Fantastic Chairman and grouping of good
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Trustees
320 staff
Networks with other organisations
Reserves, financially solvent
Regional structure,
Good reputation for research
Provided services to 1 in 4 stroke survivors
A cause that was crying out for attention
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Tactically to achieve dreams;
1. Would need everyone in and around the
association to work collectively and to a
plan.
2. Would need bigger mass than the
Association alone to drive improvement
3. Would need to raise profile of stroke as a
prerequisite to a leap forward.
If we could do above then would have
competitive advantage over slow , silo
working, bureaucratic organisations
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
People First
• “Would need to
ensure
everyone in and
around the
association was
working
collectively and
to a plan”
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Good People want great purpose
and meaning
• followers follow because leaders serve a
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purpose for them. The essence of servant
leadership is to understand that and engage
on that basis
leaders serve followers
Google search found;
Leadership 108 million references
Followership 117,000
Great leaders deliver because of the quality
of followership
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Followership
• Followership can confer or
withhold the power to act
• All are leaders or followers at
different times in the process
we had to unite all people
in the association in a unified vision
around a radically different culture.
• Without these changes the other huge
issues would not be addressed.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
People first?
• Get everyone to understand their
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importance
Get everyone to understand their part to
play in the big scheme
Get success underway
Get Trust growing
Make it personal, values….
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
What do we want from others,
respect
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To be heard and understood
If you disagree don’t humiliate me
Acknowledge my possibilities
See that I act from good intentions
Give me feedback , the truth, with
compassion
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
• little training and
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development,
only 30% of people had
appraisals,
pay and rewards were
in the lower half of
charity salary ranges,
no colleague
consultation
mechanisms,
Progress by leaving
loose teams or no
teams in place
some staff felt out of
control of their own
situation
No clear collective goal
Stroke helpline
0845 3033 100
• 100% Appraisals
• Pay and rewards
•
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moved to above
average
Meaningful colleague
consultation underway
Success means more
talented people wanting
to work for us,
sickness and turnover
figures consistent
downward trend
Staff conferences
Staff newsletters
CEO blogs and emails
Centrality of team
Celebrate success
Website
www.stroke.org.uk
www.stroke.org.uk
People First
• Passion and right values. Value
driven organisation, value driven
people.
• It’s not just a job, there is a spiritual
refreshment in each achievement towards the
goal. Many colleagues had this sense of
passion and strength, but it wasn’t something
that was talked about or seen as a primary
competence or factor in the organisations
calculations about recruitment or promotion.
•StrokeDisempowering
cultures
helpline
Website
0845 3033 100
www.stroke.org.uk
www.stroke.org.uk
Awful leadership Behaviours
Arrogance
Not facing the facts, believing you are
right and everyone else is wrong yet
again
Melodramatic
Flamboyance and style, you need to be
the centre of attention
Volatility
Mood shifts are unpredictable
Who’s going to turn up today
Excessive caution you’re afraid to make decisions – churn
instead of movement
From “Why CEO’s fail”, Dotlich and Cairo, publisher
Stroke helpline
Website
Jossey
Bass
0845 3033 100
www.stroke.org.uk
www.stroke.org.uk
Distrustful
The world of us and them, the leader
focuses on the negatives
Aloofness
Disengaged and disconnected. Don’t
show weaknesses. Leave others to
deal with conflict
Rule Benders
Taking pleasure in provocative ideas,
think rules don’t apply to them and
usually don’t see through plans.
Mischievous
Eccentricity
A workstyle to be different for the
sake of it, refusing to collaborate in
expected productive manner, confuse
and confound others with your
approach
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Duplicity
Private agenda, Public illusion. What
you say is not what you believe saying
one thing publicly and doing another
Perfectionism
Focus on small detail and don’t grab
the big picture
Mr Popular
No backbone, aiming to please. So
flexible no one knows where you
stand, or consequently where they
stand.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Everyone working collectively and
to a plan
• We united everyone around our
compelling reason for being, our cause consultations on Vision, Mission,
• Open Transparent plan and open
consultation, with performance
expectations
• New Processes and structures to
enable transparent organisation
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Reinforcing loops
• Delivered some quick wins related to
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colleagues suggestions
Feedback on progress of plans and
discussions (Incl Balanced scorecard)
Stress Unity across the association
The psychological distance from top to
bottom shortened
Created teams where before they hadn’t
existed
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The glue of Trust
has to be earnt
• Hard to be a servant leader
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if there is no trust
The glue between leader and follower
The glue that enables people to be followers
and also leaders at different points in the
delivery cycle
The glue that enables difficult discussions to
happen, be resolved, and to grow people
stronger in the process
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
4 dimensions of enabling trust as
a leader
• Likeability- which arises from humour, vitality,
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caring, kindness, sensitivity, personality,
warmth, compassion, fallibility,
Personal Power- which arises from self
confidence, charisma, appearance, self control,
ruthlessness, authority, personal positioning,
gravitas, presence
Capability- Good Judgement calls, relevant
knowledge, dedication, track record, reliability,
experience, wisdom.
Respect - which arises from courage to pursue
the right thing, integrity, honour, loyalty,
honesty, clear understandable values.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
Framework developed by the Leadership Trust
www.stroke.org.uk
The Johari Box
Disclosure
Rules
Information
Process
Known
Hidden
Open
self knows but hides
from others
to others and to
self
Unknown
Blind
to self, to others
to self but others
know
Self
Unknown
To Increase interaction increase the open and shrink the hidden.
Have to seek feedback to shrink the blind box.
To shrink the unknown have to try new things, or expose
Stroke helpline
0845 3033 100
status quo.
Website
www.stroke.org.uk
www.stroke.org.uk
The Johari Box
Disclosure
Rules
Information
Process
Known
Open
Self
Unknown
Hidden
to others and to
self
Unknown
Blind
To Increase interaction increase the open and shrink the hidden.
Have to seek feedback to shrink the blind box.
To shrink the unknown have to try new things, or expose
Stroke helpline
0845 3033 100
status quo.
Website
www.stroke.org.uk
www.stroke.org.uk
Trust, Systems thinking
• Instead of individual blaming look
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for the fault in the system
root cause detection will show up
links and loops to other parts of
your work system
solutions lay in developing fool
proof systems and enhanced team
play
consideration and dialogue
between teams and alterations to
assumptions and systems.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Expressing Love, support,
affection
• Time,
• Touch,
• Gifts,
• Tasks,
• Talk
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Accountability and
responsibility
• leaders should think, speak,
and act as personally accountable to all
who may be affected by your thoughts,
words and deeds
• THINK Power relationships turned
upside down, altered,
• the leader is answerable to the followers
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Making leadership accountable
• Not only to Trustees
• Directors roadshows
• Open door policy
• Walking the floor
• Visit every place in the UK once a year
• Try to create feedback opportunities
• No duplicity, walking the talk
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Foresight and Strategy creation
• The ability to see and grasp
future events
• The failure of leadership, is the failure
yesterday to foresee today
• Failure to prepare for future scenarios
constrains options , often leaving only the
power to command, forcing choices
between bad options.
• Foresight is the central ethic of
leadership
www.stroke.org.uk
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
Foresight and stewardship
• Had a 5 year plan, because people had the
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right to see the big picture, needed to be able
to grasp the final objectives we were striving
for
Understood the way change now would result
in future progress
Longer term timeframes engender purpose
and security in change
Failsafe built in of review at 2.5 years
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Building mass, enabling
stakeholders to work together
• United all stroke care professional
bodies, and patient organisations in a
coalition, the UK stroke Forum.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Building mass by putting
beneficiaries at the centre of what
we’re about.
• Growing service quality and
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reach to stroke survivors and
their families, in direct face to
face support.
Campaign supporters
network
Media Volunteers
Users given 50% of the say
on research project selection
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Building Mass through
partnerships and coalitions
• Aphasia alliance 12 organisations
• Stroke Club affiliation 350
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organisations
NAO, and DH officials
Campaigns with other charities,
Professional stroke care
associations
Uniting the Stroke Care world to
achieve National stroke strategies
(a stroke plan in Wales) in each
of the 4 UK countries
Stroke Alliance for Europe, SAFE
Stroke Survivors and families
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Need to raise profile of stroke as
a prerequisite to a leap forward.
• Broad 3 stages over 15 year period PR plan
1.Get the public and decision makers to be
aware of stroke and that something must be
done
2.Next sequence is to show something is being
done and progress is now being made
3.Following sequence to show that battle is
being won
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Servant Leadership as a model,
further reading;
• Robert Greenleaf, The Servant as Leader
• Larry Spears ed, Reflections on Leadership
• James A Autry, Love and Profit, the Art of
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Caring Leadership
Ken Blanchard, Leading at a higher level
Peter Senge et al , The fifth discipline
fieldbook
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
We want a world where there are fewer
strokes and all those touched by stroke get
the help they need.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
All these things that we have done
The Stroke Association 2004 to 2010
With many thanks to Jo Fisher
www.stroke.org.uk
2004: Low awareness of stroke
• A stroke is a brain attack
• It can affect anyone of
any age
• Number one cause of
severe long-term adult
disability
• Soon to become the
second biggest killer in the World
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
• Around 150,000
people have a stroke
each year in the UK
• Each year about
35,000 people will die
• About 38,000
people will be
severely disabled
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
But stroke is
preventable and
treatable…
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2004
• We need
fundamental
change to drive
improvement in
stroke care and
research
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Our aim is for
stroke to be
talked about and
treated as of
equal importance
to cancer and
heart disease
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2005 General
Election:
A chance to
raise issues of
poor stroke
care and low
awareness
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
We said: Take notice or people
will die or suffer unnecessarily
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
It’s the money…National Audit
Office report, November 2005
• Our networking pays off
• Deemed “the most
damning report on a
health issue”
• Makes the Government
take notice
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Christmas comes
early:
Winner,
Medical Charity
of the Year
2005
Fundraising abseiler
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2006: Building
coalitions
• We work with others to
•
grow in strength
We team up with
Different Strokes to show
how stroke affects
people of working age
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Association of Chartered Physiotherapists Interested in
Neurology , British Aphasiology Society , British
Association of Stroke Physicians , British and Irish
Orthoptic Society , British Psychological Society , British
Society of Neuroradiologists , Chest Heart Stroke
Scotland , College of Occupational Therapist Specialist
Section - Neurological Practice , College of Paramedics
, Connect , Different Strokes , Education for
Health , NHS Stroke Improvement Programme , National
Stroke Nursing Forum , Northern Ireland Chest Heart and
Stroke Association , Northern Ireland Multidisciplinary
Association of Stroke Teams , Older People & Ageing
Research & Development Network (OPAN Cymru) , Royal
College of Physicians , Royal College of Speech and
Language Therapists , Scottish Stroke Nurses
Forum , Society for Research in Rehabilitation
, Speakability (Action for Dysphasic Adults) , The Stroke
Association , The Tavistock Trust for Aphasia , UK Stroke
Research Network, UK Swallowing Research Group
Stroke helpline
0845 3033 100
We create the
UK Stroke
Forum, a
coalition of 27
organisations,
to advance
stroke
research and
care
Website
www.stroke.org.uk
www.stroke.org.uk
• After 4
conferences has
grown to become
the biggest
multidisciplinary
stroke event in
the world
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Winner, Best
Healthcare
and Medical
Research
Charity, 2006
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
We merge with Speechmatters
to help stroke survivors in
Northern Ireland
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2007:
We launch
“A stroke is a
brain attack”
campaign
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The English Government joins us
• English National
Stroke Strategy
launched,
December 2007
• Includes ALL our
2005 Manifesto
recommendations
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The Strategy includes:
• Targets
• Ring-fenced funding
• Goals on long-term
support in the
community
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The race to find treatments
• We have been the
key funder of
innovative stroke
research for 20 years
• We achieve a
National Stroke
Research Network
funded by Government
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Go UK-wide with Stroke
Association Scotland being
launched
Britain's Best Charity
2007, Finalist
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
We persuade the
Government to
finance a
£12 million
multimedia
stroke awareness
advertising
campaign
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Building coalitions
• We play a key role in establishing and
growing the Stroke Alliance for Europe
(a consortium of 19 European stroke
patient organisations)
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The Welsh Government joins us
• National Stroke
Plan for Wales is
announced
• Ring-fenced funding
is included
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
And so does Northern Ireland
• The Northern
Ireland Stroke
Strategy
is agreed
• Ring-fenced
funding is
included
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2008 awards
• Best Healthcare
and Medical
Research Charity,
2008, Finalist
• Britain’s Best
Charity, 2008,
Finalist
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2009: Launch of our Life After
Stroke Services Model
Services for stroke
survivors, and
their families
Our service contracts
grow from 140 to 350
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Building coalitions: Stroke clubs
• 350 local stroke
clubs are affiliated
with us
• Each year stroke
club conference
attracts 200+
delegates
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Quality Assured
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Third Sector Awards, 2009
• Finalist: “Most impact on society”
• Finalist: “Best for social enterprise”
• Finalist: “Medical Charity of the Year”
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
2010
• Doubled turnover
£14 million (2004)
to £29 million (2010)
• Awareness of stroke
raised from 42% to
69% (MORI)
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Helping more people directly
• Direct face-to-face
service provision to
around 31,000
survivors and their
families each year
• Helpline dealing
with 22,000
enquiries per annum
• 1.5 million information leaflets
delivered per annum
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Mass and Profile
Staff numbers up from
320 to 755
Big growth in volunteer
numbers
For first time get into
Britain's best charity brand
list, at 58.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Building a Values based Stroke
Association
•
•
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Innovation
Professionalism
Passion
Respect and
openness
• Working together
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The future: 2010-2015 Strategy
•
•
•
•
Defend advances made
Prevention a top priority
Children and stroke
More stroke research
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
The future: 2010-2015 Strategy
• Aim to have
contact with 90%
of stroke survivors
within 14 days
• New assembly of
stroke patients to
be launched
• Will help more
people
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
Five years on we have made
stroke a top priority
• 2010 Conservative Party Manifesto
– “We will measure our success on the
health results that really matter – such as
improving cancer and stroke survival
rates .”
• 2010 Labour Party Manifesto
– Labour is committed to “significantly
improving survival rates for cancer, heart
disease and strokes .”
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
No one does it on their own…
Time
Stroke helpline
0845 3033 100
Truth
Hearts
Website
www.stroke.org.uk
www.stroke.org.uk
No-one shines if we all don’t shine
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
All leaders, all followers…
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
One vision, multiple success, many people
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk
We want a world where there are fewer
strokes and all those touched by stroke get
the help they need.
Stroke helpline
0845 3033 100
Website
www.stroke.org.uk
www.stroke.org.uk