FollowBE DiFFERENT or be dead Blog
June 28, 2010
Leadership by Serving Around
Tom Peters has always been an advocate of MBWA as a tool for managers to promote Excellence in their organization.
I’m a fan of MBWA but I think the idea needs to be refreshed and more directly connected to the principle of Serving and Servant Leadership, hence my term Leadership by Serving Around (LBSA).
MBWA needs a purpose for it to be strategically effective. Its not about aimlessly wandering around chatting people up and listening to their issues. Rather its about exploring the nooks and cranny’s of the organization looking for an opportunity to SERVE people in ways that will enable the organization’s Strategic Game Plan to be executed. Furthermore I think we need to question whether the “Management” word should be retained given its connotations that fly in the face of the behaviors required in a SERVING leadership culture: control, momentum-based thinking, top-down and directive.
So what does LBSA look like?
> leaders wander with the objective of spotting a Serving Moment. An opportunity to SERVE someone. To help them in some way that will allow them to get on with their job more easily. Removing roadblocks. Bashing barriers. Destroying Dumb Rules. Enabling people to do what they know is required to do a good job.
> leaders allocate significant calendar time to this ritual. You can’t spot a Serving Moment if you are in your office. Get the hell out of it and do something strategic!
> LISTENING.
> LISTENING.
> LISTENING.
> Leaders serve well by receiving information, processing it and then acting on it. The process begins with REALLY LISTENING.
> INTERRUPTING is verboten. Give people time to tell their story. Allow them freedom to express their issues on their terms.
> ASKING QUESTIONS is the tool the leader uses to understand, to engage and to connect with the individual in the discussion. Questions “Rain Down” until the leader is satisfied they clearly understand the matter being raised by the employee.
> the specific question “How can I help?” is the theme of the conversation.
I want you to move beyond MBWA to Leadership by Serving Around. LBSA is a critical strategic act that leaders must perform. Strategy execution depends on it. Frontline success depends on it.
What else is more important?
Cheers, Roy
Remember to follow me on Twitter
Take the BE DiFFERENT Quiz
Related Blog Articles
Attributes of a BE DiFFERENT Leader
Does your Organization Structure Serve the Customer?
Labels for a Frontline Leader
Who’s REALLY on Top of the Organization?
Are You a Customer Opportunity Spotter
Leadership | Permalink
Posted 6.28.10 at 07:00 am by Roy Osing | Read Comments (3) | Leave a Comment
ShareThisComments
Glad I found you on Twitter. Tom Peters book is one of my favorite management tools. But I have to say I like your twist on his philosophy better.
Comment by Barbara Schwartz on June 29, 2010 at 5:42 am.
Excellent post! So often, leaders confuse walking around the office with actually engaging with and serving their employees. Saying “hello” is not the same as a “serving moment”.
I love LBSA. It describes an aspect of leadership that is critical to employee growth. By uncovering the needs of employees and removing barriers to peak performance, the leader is demonstrating empathy. Through this behavior employees are sure to reach their potential. Personally, it would motivate me to strive to exceed expectations.
Excellent post. Thanks for sharing this fantastic approach to leadership.
Cheers,
JenComment by Jen Kuhn on July 1, 2010 at 9:00 am.
Roy, thanks for a great post. Many managers walk around in order to give people an opportunity to serve them. “How can I help?” always puts the other person in the lead, at least a bit. It’s a great tool to give your true leaders an opportunity to excel.
Mike…
Comment by Mike Henry Sr. on July 1, 2010 at 11:58 am.
RSS
Email