Developing Leading Qualities and Serving with Passion

2. Developing Leading Qualities and Serving with Passion Dr Katalin Illes Developing Competences for Next Generation Service Sectors Conference April 13–14, 2011, Porvoo, Finland

3. Overview • Historic Perspective • Words and Actions • Freedom and Responsibility • Growth and Education • Stories and Metaphors

4. Historic Perspective Paradigm shift Need to review our relationships to nature to each other to work Growing complexities Coexistence of paradoxes ( competition and collaboration) (certainties and uncertainties)

5. Three Economies AgricultureTangible goods Manufacturing Tangible goods Service sectorIntangible goods

6. The Flow of power – European example 2011 1,000 Years

7. Unprecedented pace of changing times Pace and Extent of change Radical Military Technology Communication Technology Transportation Technology Human Awareness Substantial Incremental Negligible Time Egyptian Norman Modern Roman Greek

8. The greatest discontinuity of leadership assumption Pace and Extent of change Discontinuity Radical Military Technology Communication Technology Transportation Technology Human Awareness Leadership Assumptions Substantial Incremental Negligible Time Egyptian Norman Modern Roman Greek

9. “The worst leader is one that lies and is despised; not much better is one that leads using oppression and fear; a little better is the leader who is visible, loved and respected; however, the best leader is one whom the people hardly knows exits, leaving them to say, once the aim is achieved, ‘We did it ourselves’.” (Lau Tzu, Tao Te Ching, verse 17)

10. To serve or to slave • What does it mean to serve? • No universally accepted definition • Different meanings lead to different actions • What does service mean to you personally?

12. Answer Function Suffice Attend to Do Service Attend Wait on Serve Serve Well Help Dish Move

13. Give and Receive • To serve and to be served • It is the basis of all human interaction • Participants give and receive through every transaction

14. Martin Luther King on Serving Extract of Martin Luther King's sermon on the Drum Major Instinct.

15. Martin Luther King on Serving

16. To serve or to slave? • What is the intent? • What is the relationship like? • Equal partnership • Lower/higher status • Attitudes

17. “Work is effort applied to difficulty. It always has internal and external results.” (Plato)

18. Attitude OneFocus is on profit (personal / organisational gain) To Serve To Be Served • To Take • Short Cuts • “It’s a job” • “Rob” • Loose • To Take • Demand more • Overly critical • “Exploit” • Loose • Mechanistic transaction • Dissatisfaction, exhaustion

19. Attitude TwoFocus is on the benefit To Serve To Be Served Human to Human exchange Added value for both • To give • With passion • With Best skills • Effort • Intent • Win • To receive & give • With gratitude • Respect • Appreciation • Reciprocity • Win

20. Balance Yang Yin Creative Assertion Analysis Rational Compectitive Action Mind Hard Thinking Task Centred Deterministic Challenge Control Receptive Integration Synthesis Intuitive Co-operative Rest Heart Soft Feeling People Centred Non-deterministic Support Enable

21. Freedom and Responsibility Culture • Values are what we Value • High Performance • Context, not control • Pay top of Market • Promotions and development

22. Real Values • The real company values, as opposed to the nice-sounding values, are shown by who gets rewarded, promoted, or let go. • Real company values are the behaviours and skills that we particularly value in fellow employees

23. Passion • You inspire others with your thirst for excellence • You care intensely about your organisation’s success • You celebrate wins • You are tenacious • You serve with Passion

24. Freedom and Responsibility • Responsible People Thrive on Freedom, and are Worthy of Freedom • Freedom is not absolute • Like “free speech” there are some limited exceptions to “freedom at work.”

25. A Responsible Person • Self motivating • Self-aware • Self-disciplined • Self improving • Acts like a leader • Doesn’t wait to be told what to do • Never feels “that’s not my job” • Behaves like an owner

26. Serving with Passion • Continuous growth • Learning • Belonging • Making a contribution

27. “If you want to build a ship, don’t drum up the people to gather wood, divide the work, and give orders. Instead, teach them to yearn for the vast and endless sea.” (Antoine De Saint-Exupery)

28. Adopted from Obolensky: Complex Adaptive Leadership

30. Moving from machine to organism

31. Working Smarter “Working smarter is the key to sustainability and continuous improvement. The accelerating rate of change forces everyone in every organisation to make a choice: learn while you work or become obsolete.” (Jay Cross: Working Smarter Field Book, 2010)

32. Gyroscope The Gyroscope is a possible metaphor for how to be rooted in values, focused and flexible at the same time

33. Gyroscope How to create our own individual and institutional gyroscopes? How to be unique, responsive and connected?

34. Questions to discuss What does “service” means to you? When and how do you “serve with passion”?

35. Questions?

36. Thank you katalin.illes@gmail.com