Adaptive Leadership
Leadership Basics
Objectives for our Development
Communicates the unit’s mission, values, and vision
Energizes employees
Champion solutions to organizational challenges
Inspire others to follow his or her lead
Establishes a vision for the future of the department, division, or
organization
Tries new ways of doing things
Modifies plans to adapt to changing situations
Share knowledge, experience and advice with subordinates
Responds to changing organizational demands effectively
Are leaders
born or made?
Honest —.
Competent —
What are the traits of a good
LEADER?
Forward-looking —
Inspiring —
“If your actions inspire
others to dream more,
learn more, do more and
become more, you are a
leader.”
Intelligent —
Fair-minded —
Broad-minded —
Courageous —
Compiled by the Santa Clara
University and the Tom Peters Group:
John Quincy Adams quotes
(American 6th US President
(1825-29),
Straightforward —
Imaginative —
Jack
LOST
Directing or Supporting ?
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
D
____Goal Setting
S
____Praise and encourage
D
____Clarify roles
S
____Ask for input
D
____Develop action plans
S
____Sharing information about organization
S
___ Showing and telling why
D
____Establishing timelines
S
____Facilitating problem solving
D
____Evaluating
S
____Sharing information about self
S
____Explain why
D
____Identifying priorities
S
____Listening and confirming you heard
Leadership Styles and Behaviors

TELLING
 Defining
 Planning/Prioritizing
 Orienting
 Teaching/Showing and Telling How
 Checking/monitoring
 Giving Feedback
“If
someone is going down the wrong road, he doesn't need motivation to
speed him up. What he needs is education to turn him around”
Jim Rohn quote (American Speaker and Author.)
Different Approaches to
Dealing with a Problem
Employee
What you really want
to do!
Dr speaking to
Mom Directive
Leadership Styles and Behaviors

Coaching
◦
◦
◦
◦
◦
◦
Exploring/Asking
Explaining/Clarifying
Redirecting
Sharing Feedback
Encouraging
Praising
“The day soldiers stop bringing you their problems is the day you have stopped
leading them. They have either lost confidence that you can help them or concluded
that you do not care. Either case is a failure of leadership.”
Colin Powell quotes (Chairman of the US Joint Chiefs of Staff (1989-93).

Participating
◦
◦
◦
◦
◦
◦
Asking/Listening
Reassuring
Facilitating self-reliant problem solving
Collaborating
Encouraging Feedback
Appreciating
“A leader's role is to raise people's aspirations for what they can become and
to release their energies so they will try to get there.”
Leadership Styles and Behaviors
David R. Gergen quotes (American journalist and U.S. White
House advisor b. 1942)
Leadership Styles and Behaviors

Delegating
◦
◦
◦
◦
◦
◦
Allowing/Trusting
Confirming
Empowering
Affirming
Acknowledging
Challenging
“A leader is not an administrator who loves to run others, but someone who
carries water for his people so that they can get on with their jobs”
Robert Townsend quotes
Bowling with
the CEOs
How inspiration
works!
Learner
Doer
Hired
STAR
Novice
Rookie
Producer
Expert
?
Knowledge,
Skills &
Abilities
Knowledge Skills Abilities
Motivation / Commitment
Employee Development Path
Tom is the warehouse manager and has been asked to develop
a plan to “slot” the new customer’s inventory into the
warehouse and staging for intermixing the new client’s
inventory with the existing client’s inventory for deliver. He
will need to put in a good bit of time on the weekends just to
get this done on time.
It is overwhelming. His manager has
told him to get this done and that he is the only one the LDC
can afford to put on this plan development. Tom is
concerned that he does not have a good enough grasp of the
situation and it’s requirements. Tom wishes he could get
some more information.
Has
transferable
skills to this
new task.
Shows
concern.
Development Scenario # 1
Rookie
Kelly has been asked to put together a team from her region
to look at developing relationships with other prospective
customers in the South-West; including Mexico. This is a
great opportunity and she is excited. She does not have any
experience in that market area and has no contacts in that
market. She tells you she isn’t sure where to start.
Has never
done this
task before.
Shows
motivation.
Development Scenario
#2
Novice
Will’s manager wants an evaluation of each of his
Material Handlers, their strengths and their
weaknesses. One will be offered a fulltime position
and take some of the duties from Will.
Allowing Will
to take on new responsibilities and challenges. Will
has never written an evaluation before but has always
been seen to be fair and consistent. Will’s verbal
assessments have always been “spot on.”
Has been doing
the task. Does
not show any
signs of lack of
motivation nor
commitment.
Development Scenario # 3
Expert
Troy has seen the latest Profit & Loss and it has shown a trend
in higher personal cost over production. He must reduce
Motivation
He is concerned the
lost of
is less than
personnel or the reduction of income to his people will impact
personnel cost by 10%.
100%
adversely the services he is providing to this new client with a
large potential for expansion in services needed from his
business unit. Troy knows that if he can streamline some
processes that he can avoid the personnel reduction or
reduction in wages with the increase in deliveries to the new
customer. Troy’s manager has asked him to present his plan
to the regional team next week. Troy is nervous. What if he is
not persuasive?
Development Scenario # 4
Producer
Match OR Mismatch?

John the Building
Specialist
John is in his mid 30’s, has
worked for over 3 years as an
installer. He is your new Building
Specialist. His previous
experience in the building trade
was as a subcontractor to an
apartment complex
developer/builder as an installer.
John’s current position requires
knowledge of installation,
delivery timing and staging, and
the managerial skills to hold
others accountable to standards
of service.
John’s performance has
had moments of success
and opportunities. You
have just gotten off the
phone with one of our
building customers who is
very dissatisfied with the
install of over thirty double
stacked washers and
dryers. They are not level
and the exhaust ducts are
not securely fastened.
Walls on the inside of the
closet where the units sit
are scratched and dirty.
 John the Building Specialist.
 What is the Task?
 Is the individual Learning or Not?
 Is the individual Motivated?
Rookie
Novice
Coach
Producer
Participate
Tell
Expert
Delegate
Match or Mismatch?
Match OR Mismatch?
Mary is your Customer
Service Representative.
She has worked with
your department for
about 3 months. Prior to
this she worked in the
delivery scheduling
function of a Home Air
Conditioning and Heating
service.
Mary the Customer Service Rep.
Our Delivery Installers have
brought up numerous
complaints; Customers were not
aware of the time they were
getting the delivery/install. The
Customer expected a different
service than what was on the
delivery sheet. Telephone
numbers were wrong. Also some
products were of the wrong color
or model. Delivery Installers
could not get down the street to
the home from any direction due
to overhanging limbs or narrow
streets with on street parking.
Mary the Customer Service Rep.
What is the Task?
Is she Learning or Doing?
Is she motivated/committed?
Novice
Tell
Rookie
Coach
Producer
Participate
Match or Mismatch?
Expert
Delegate
Will’s manager wants an evaluation of each of his
Material Handlers, their strengths and their
weaknesses. One will be offered a fulltime position
and take some of the duties from Will.
Allowing Will
to take on new responsibilities and challenges. Will
has never written an evaluation before but has always
been seen to be fair and consistent. Will’s verbal
assessments have always been “spot on.”
Novice
Tell
Rookie
Coach
Producer
Expert
What would you
say ?# 1
Participate
Delegate
What would you Say? # 2
Troy has seen the latest P & L showing a trend in higher
personal cost over production. He must reduce
personnel cost by 10%.
The lost of personnel or
reduction of income to his people will adversely impact
the services we provide to this new client with a large
potential for expansion. Troy knows that if you can
streamline some processes he can avoid the reductions
with the increase in deliveries for the new customer
and more efficient routing. Troy’s manager has asked
him to present his plan to the regional team
next week. Troy is nervous.
What if he is not persuasive?
Tom is the warehouse manager and has been
asked to develop a plan to “slot” the new
customer’s inventory into the warehouse and
staging for intermixing the new client’s
inventory with the existing client’s inventory for
delivery. It is overwhelming. Tom is concerned
that he does not have a good enough grasp of
the situation and it’s requirements. Tom wishes
he could get some more information.
What would you Say?# 3
Kelly has been asked to put together a team from
her region to look at developing relationships
with other prospective customers in the SouthWest; including Mexico. This is a great
opportunity and she is excited. She does not have
any experience in that market area and has no
contacts in that market. She tells you she isn’t
sure where to start.
What would you SAY?# 4
During an audit/check ride your employee was found to not
be following policy in that he was not wearing a seat belt.
Novice
Rookie
Tell
Producer
Expert
What would
you SAY?# 5
Coach
Participate
Delegate
Marty has taken on a very negative attitude toward the new
employees. Doing only what has been asked of him and
only when he is ready to do so. He had difficulty with the
revised tracking and reporting system recently installed
into the departments processes. He was the expert in the
previous system and was always willing to share his
knowledge and demonstrate his skills.
Novice
Rookie
Producer
Expert
What would
you SAY?# 6
Tell
Coach
Participate
Delegate
You have noticed that Tom has been “surfing the internet” a
lot toward the end of the daily shift. He never “chit chats”
with his near by coworkers. His work is always done and
done well. He is meeting the goals set for him. The
computer security says he is visiting a lot of job listing
sites.
Tell
Novice
Rookie
Producer
Expert
What would
you SAY?# 7
Coach
Participate
Delegate
A Carrier Sales Coordinator has not meet the percent to
market goals for the past two months. Prior to this
she was on target for 6 months straight. She has
been late to work for two occasions and has had to
leave work early twice this week. Her coworkers have
seen a definite change in her attitude toward work
and how she speaks to the prospective carriers.
Novice
Tell
Rookie
Coach
Producer
Expert
What would
you SAY?# 8
Participate
Delegate
Brad is your supervisor of the warehouse. Freight is not getting on
the delivery trucks as it should. It is not loaded according to the
planned stops every time. The night shift lead is new to the
position (2 months). This has been brought to Brad’s attention by
the installers before today.
Novice
Tell
Rookie
Coach
Producer
Participate
Expert
Delegate
What would you SAY?# 9
Customers are complaining about the abrupt behavior of
your employee. You have received four complaints this
week. Prior to this month you have never had any
complaints with this employee (three years with company)
This employee is now delivering for our newest client
“Have it Your Way.”
Novice
Tell
Rookie
Coach
Producer
Expert
What would you
SAY?# 10
Participate
Delegate
How do we know they need development?

Measuring Performance
◦ What do you measure?
◦ When do you measure?
◦ When do you act?
◦ How do you act?
Partnering With Your employees
for Development
How do we plan for success?

Setting
development goals
◦ How are the goals to
be met?
◦ When do you
measure?
◦ When do you act?
◦ How
do youYour
act?
Partnering
With
employees
for Development
SMARTT goal setting model

Specific and Measurable

Motivating

Attainable

Relevant

Track Able

Time Bound
Partnering With Your employees
for Development
Coaching:
What is to be done & how it is to be done.







Clarity between the Manager/Leader and the
Employee
Out Come is beneficial to the Business and the
Employee
Reachable goal
Impacts the business directly
Clear connection to change in behavior
Contract limit
Both parties can see the process and can see
themselves being successful. CAN DO Attitude!
Partnering With Your employees
for Development
Coaching:
How do we support this development process?
◦
◦
◦
◦
◦
◦
Spelled out in the Development Discussion
Provide opportunities
Take advantage of unplanned opportunities
Utilize other “experts” to support
Consistency/Fairness
One plan does not fit all
Partnering With Your employees
for Development
Accountability
How do we support this development process?
◦ Performance Evaluations
◦ Potential Evaluations
◦ How does this development plan fit in?
◦ How do Honesty, Fairness, Values,
Consistency and Vision impact this process?
Partnering With Your employees
for Development
http://www.youtube.co
m/watch?v=tZHHfrKpp
4M&feature=BF&list=Q
L&index=6
One bullet away.
True Leadership