From C-suite executives to frontline employees, everyone in the organization needs to see their citizenship as a personal responsibility and understand how and why their daily efforts to go above and beyond the requirements of their assigned tasks and help others creates a sustainable competitive advantage for the organization. The evidence is clear that when [...]
Two of my former students, Ashley Cray and Marisela Fernandez, recorded this interview with me for a project in another one of their MBA classes. We pretty much just cover the evidence I wrote about in my previous blog entitled “Leadership traits and behavior: Four evidence-based suggestions.” There are two questions at the end of [...]
Organizational citizenship behavior (OCB) is a term used to describe discretionary behavior at work where an employee goes above and beyond what’s written in their job description to either help other coworkers or to help the organization. The evidence shows that engagement, empowerment, and leading by example all produce more citizenship behavior from employees. You [...]
Leading by example is a central premise of most popular leadership philosophies and formal theories. The idea is that leaders provide a role model for the critical behaviors they want to see from their followers. As popular as this idea is, you might be surprised to know that there is very little empirical evidence to [...]
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I am speaking this morning to a group of leaders at Truckee Meadows Community College. It’s not often that I get a chance to speak to colleagues in education about leadership so I am looking forward to it. These folks have been participating in leadership development and my talk will be the final session. I [...]
Crappy Systems – The Reason Why Good Service Is So Elusive
Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]
