Respectful Engagement

March 9, 2010 by Bret L. Simmons · Filed under: Leadership, Video

Respect is a gift we give ourselves by the way we treat others. Remarkable leaders never demand that others respect them and their position. Instead, remarkable leaders focus on their responsibility to behave in respectful ways towards others, especially those with less power and position.

Remarkable leaders owe it to themselves to engage with others respectfully, and the credit returns to them abundantly in the form of organizational effectiveness and individual growth and well-being.

In her wonderful book “Energize Your Workplace,” Jane Dutton says the following about respectful engagement:

When others engage us respectfully, they reflect an image that is positive and valued. They create a sense of social dignity that confirms our worth and even our sense of competence. In so doing, they help us create a secure basis for seeking out connection to others. Respectful engagement thus empowers and energizes us, creating a heightened sense of our capacity to act both in relation to other people and with respect to ourselves. By the same token, acts of disrespectful engagement reflect an image of a person who is of limited value and worth. Not only do they sap our self-confidence, they encourage us to withdraw and withhold, moving away from rather than connecting with other people. Respectful engagement creates high quality connection and high quality connection creates respectful engagement. It is a powerful virtuous cycle. (pp. 25-26).

How we treat others matters to them. Because it matters to them, it affects us and everything we hope to accomplish with our leadership.

Show me a leader that behaves as if how she/he treats others does not matter and I will show you a fool.

Related Posts:

Remarkable Leadership

Leadership 3.0

Real Leaders Love Their Enemies

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Service System Recovery: Back To Peet’s Coffee

March 8, 2010 by Bret L. Simmons · Filed under: Leadership

I am drinking a cup of latte from Peet’s coffee on campus as I write this follow-up.  Recall that I lamented about the vanishing cup of $.99 coffee at Peet’s before switching over to Starbucks, then I talked about how someone in management here on campus read my blog post and provided some impressive service recovery.

Today I went back to Peet’s for the first time to give them another chance. Much to my great surprise, the manager, Michelle, recognized me and introduced herself. We had a nice conversation about some of my assumptions about the $.99 cup of Joe.

Turns out I was probably wrong.

I assumed that Joe was Joe, since the customer sees no differential pricing on coffee based on the bean. My assumption was that Peet’s charged their stores the same price for a case of coffee regardless of the bean. Michelle told me that the case of coffee they sell for $.99 costs much less than other beans they carry. So it makes sense that when they run out of that bean they would discontinue the more affordable Joe.

I still don’t completely get it, but Michelle’s personal touch and the good coffee has me in a state of mind where for the time being, I really don’t care. I’m back as customer of Peet’s Coffee.

Give your customers a reason to find fault and they will. Impress them with great product and service and they won’t be as quick to notice your imperfections in their peripheral field of view.

In case you are wondering, the .$99 cup of coffee was on the menu today.

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Service System Recovery: Red Lion Inn

ATT Service Recovery: A Follow-up

Service System Failure: A Tale Of Two Hotels

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Student Branding Blog: Learning To Brand

March 8, 2010 by Bret L. Simmons · Filed under: Personal Branding

My new article entitled “Learning to Brand” is now live on The Student Branding Blog. Borrowing a concept from Peter Senge, I suggest that the most successful personal branders will be those that can learn faster than their competitors.

BTW, in the video I am sitting on a tree stump that had some geothermal activity under it, which is why you see steam seem to rise out of nowhere. :)

Check it out!

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Paradigm Lost

March 7, 2010 by Bret L. Simmons · Filed under: Leadership, Video

It can be hell to be behind a paradigm shift instead of creating one.  Most people become paralyzed by the fear and uncertainty of seismic change. Others focus on predicting as much as possible before it happens in an attempt to react optimally. Very few learn to continually create the future they desire.

The parable of the boiled frog is a lesson of maladaptation to gradually building threats to survival. As Peter Senge describes in his classic book “The Fifth Discipline: The Art and Practice of The Learning Organization“:

If you place a frog in a pot of boiling water, it will immediately try to scramble out. But if you place the frog in room temperature water, and don’t scare him, he’ll stay put. Now, if the pot sits on a heat source, and if you gradually turn up the temperature, something very interesting happens. As the temperature rises from 70 to 80 degrees F., the frog will do nothing. In fact, he will show every sign of enjoying himself. As the temperature gradually increases, the frog will become groggier and groggier, until he is unable to climb out of the pot. Though there is nothing restraining him, the frog will sit there and boil. Why? Because the frog’s internal apparatus for sensing threats to survival is geared to sudden changes in his environment, not to slow, gradual changes.” (p. 22).

Paradigms are shifting in almost every industry sector. In my industry, higher education, we are seeing change we never thought we would see. Last week, my university announced that because of massive state budge cuts, it would close it’s College of Agriculture and shut down several other degree programs. In the College of Business, we are being asked to eliminate a degree in Supply Chain Management and let go of three tenured professors.

In education, I think we face a simple choice. We can take the initiative and re-create the paradigm ourselves, or we can let others create the paradigm for us.

If we dig in our heals and resist, we will squander the greatest opportunity for generative change that most of us have ever seen. I’d rather lose a battle over the budget than the war for the next paradigm.

When the temperature of change rises in your industry – JUMP! Don’t sit there and boil with the rest of the stupid frogs. The only real restraints are between your ears.

Related Posts:

ACT Change: Model Paradoxical Behavior

The Sigmoid Curve And The Paradox Of Change

ACT Change: Changes Self And System

Leadership And Real Changes

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