Leading at a Higher Level, Revised and Expanded Edition ...

1 Praise forLeading at a Higher Level At Southwest Airlines, we have always strived to lead at a Higher truly believe that profit is the applause you get for taking care of yourinternal and external customers. We have always insisted upon a happy,carefree, team-spirited yes, even fun working environment, whichwe think results in motivated employees who will do the right thing fortheir internal and external customers. Reading this book will make apositive difference in your organization. Colleen C. Barrett, President Emeritus, Southwest Airlines This is not just theory. It is the real stuff, tried in dozens of companiesbig and small.

2 It represents the most concise, practical, and effectivethinking on leadership around. Plainly said, this works. Gary Crittenden, Managing Director, Huntsman Gay Global Capital, former CFO of Citigroup and American Express Leading at a Higher level is a must today if leaders are to rebuild trustand credibility, as we are doing at Tyco. This book will teach you how. Eric Pillmore, Senior Vice President of Corporate Governance, Tyco International Leading at a Higher Leveltranslates decades of research and 30 years ofglobal experience into simple, practical, and powerful strategies to equipleaders at every level to build organizations that produce bottom-lineresults.

3 At Nissan, we have made these principles a core part of our lead-ership philosophy, better equipping our managers to bring out the greatenergies and talents of our employees. Jim Irvine, Vice President of Human Resources, Nissan North AmericaThe concepts in Leading at a Higher Levelhave been used by high perform-ing organizations around the world, including:Abbott LaboratoriesAMF Bowling Worldwide, Blue Cross and Blue ShieldApplebee s International, AGBig Lots Stores, Idec CorporationBowater IncorporatedBurger King Callaway GolfCompanyCaterpillar OneChick-fil-A , s HospitalThe Coffee Bean and Tea Leaf Comerica IncorporatedCompaqCompUSA ConocoPhillipsDomino s Pizza Dow Corning CorporationEnergy NorthwestExxon Mobil Corporation Fairmont Hotels & ResortsFedEx Kinko s Office and Print ServicesFireman s Fund Insurance Company Foster FarmsGenentech, UniversityHilton Hotels CorporationHome DepotHost Hotels & Resorts, (formerly known as Host Marriott)

4 Hyatt CorporationJack in the Box Space CenterKrispy Kreme Doughnut CorporationL Or alMattel, InternationalMCI, & Co., Michelin GroupMicrosoft CorporationNabiscoNissan Motor GrummanCorporationNovartis AGPepperdine UniversityPolaris IndustriesThe Ritz-Carlton Hotel CompanyRoyal Caribbean Cruises Ltd. Safeco CorporationSan Diego Johnson & Son, Continents RetailSony Corporation ofAmericaStaples, CorporationToyota Motor CorporationTRW Automotive Foods, States Postal Service UPS VerizonVictoria s SecretWal-Mart Stores, State Criminal Justice Training CommissionWD-40 CompanyWells Fargo & CompanyWendy s International, Pages (GTE)LEADINGAT AHIGHERLEVELR evised and Expanded EditionCONTRIBUTINGAUTHORSKen BlanchardMarjorie BlanchardScott BlanchardMadeleine BlanchardDon CarewEunice Parisi-CarewKathy CuffGarry DemarestChris EdmondsFred FinchSusan FowlerBob GlaserLael GoodVicki HalseyLaurence HawkinsJudd HoekstraFay KandarianLinda MillerAlan RandolphJesse StonerDrea ZigarmiPat ZigarmiLEADINGAT AHIGHERLEVELR evised and Expanded EditionBlanchard on Leadership and Creating High Performing OrganizationsThe Founding Associates and Consulting Partnersof The Ken Blanchard Companieswith an Introduction by Ken BlanchardVice President, Publisher.

5 Tim MooreAssociate Publisher and Director of Marketing: Amy NeidlingerEditorial Assistant: Pamela BolandDevelopment Editor: Russ Hall Operations Manager: Gina KanouseDigital Marketing Manager: Julie PhiferPublicity Manager: Laura Czaja Assistant Marketing Manager: Megan ColvinCover Designer: Chuti PrasertsithManaging Editor: Kristy HartSenior Project Editor: Lori LyonsCopy Editor: Gayle JohnsonProofreader: Kay HoskinSenior Indexer: Cheryl LenserSenior Compositor: Gloria SchurickManufacturing Buyer: Dan Uhrig 2010 by BMC, Blanchard Management CorporationUpper Saddle River, New Jersey 07458 For information about buying this title in bulk quantities, or for special sales opportunities (whichmay include electronic versions; custom cover designs; and content particular to your business,training goals, marketing focus, or branding interests), please contact our corporate sales departmentat or (800) government sales inquiries, please contact For questions about sales outside the , please contact Company and product names mentioned herein are the trademarks or registered trademarks of theirrespective rights reserved.

6 No part of this book may be reproduced, in any form or by any means, withoutpermission in writing from the in the United States of AmericaSixteenth Printing: March 2015 ISBN-10: 0-13-701170-9 ISBN-13: 978-0-13-701170-4 Pearson Education Education Australia PTY, Education Singapore, Pte. Education North Asia, Education Canada, Educaci n de Mexico, de Pearson Education JapanPearson Education Malaysia, Pte. of Congress Cataloging-in-Publication DataBlanchard, Kenneth at a Higher level : Blanchard on leadership and creating high performing organizations /the founding associates and consulting partners of The Ken Blanchard Companies. Updated 978-0-13-701170-4 (hardback : alk.)

7 Paper) 1. Leadership. 2. Organizational Ken Blanchard Companies. II. Title. 092 dc222009024874 Dedicated to all leaders in the world who are trying every day to lead at a Higher level. May you keep your energy high and knowthat what you are doing makes a page intentionally left blank CONTENTSI ntroduction: Leading at a Higher Level by Ken BlanchardxvSECTIONI: SETYOURSIGHTS ON THERIGHTTARGETANDVISION1 CHAPTER1 ISYOURORGANIZATIONHIGHPERFORMING?3 Don Carew, Fay Kandarian, Eunice Parisi-Carew,Jesse Stoner, and Ken BlanchardThe Right Target: The Triple Bottom Line A HighPerforming Organization SCORES Every Time The HPOSCORES Model The HPO SCORES QuizCHAPTER2 THEPOWER OFVISION17 Jesse Stoner, Ken Blanchard, and Drea ZigarmiThe Importance of Vision Effective Versus Ineffective VisionStatements Creating a Vision That Really Works ACompelling Vision Creates a Culture of Greatness Vision Isthe Place to Start Make Your Vision a Reality Vision andLeadershipSECTIONII.

8 TREATYOURCUSTOMERSRIGHT31 CHAPTER3 SERVINGCUSTOMERS AT AHIGHERLEVEL33 Ken Blanchard, Kathy Cuff, Vicki Halsey, and Jesse StonerGetting Legendary SCORES from Your Customers CreatingLegendary Service Serving Customers at a Higher Level Deliver Your Ideal Customer Service Experience PermittingPeople to Soar Wallowing in a Duck Pond Give Your PeopleWings Creating Legendary Service Requires Gung Ho PeopleContentsxSECTIONIII: TREATYOURPEOPLERIGHT55 CHAPTER4 EMPOWERMENTIS THEKEY57 Alan Randolph and Ken BlanchardWhat Is Empowerment? The Power of Empowerment HowPast History Blocks Change to Empowerment TappingPeople s Potential: A Real-World Example Learning theLanguage of Empowerment The Three Keys toEmpowerment CHAPTER5 SITUATIONALLEADERSHIP II:THEINTEGRATINGCONCEPT75 The Founding AssociatesMatching Leadership Style to Development Level Development Level Varies from Goal to Goal and Task to Task - The Importance of Meeting People Where They Are The Three Skills of a Situational Leader Effective LeadershipIs a Transformational JourneyCHAPTER6 SELFLEADERSHIP.

9 THEPOWERBEHINDEMPOWERMENT91 Susan Fowler, Ken Blanchard and Laurence HawkinsCreating an Empowered Workforce Creating Self LeadersThrough Individual Learning The Three Skills of a Self LeaderCHAPTER7 PARTNERING FORPERFORMANCE105 Fred Finch and Ken BlanchardEstablishing an Effective Performance Management System Partnering and the Performance Management System Partnering as an Informal Performance Management SystemCHAPTER8 ESSENTIALSKILLS FORPARTNERING FORPERFORMANCE: THEONEMINUTEMANAGER 129 Ken Blanchard and Fred FinchOne Minute Goal Setting One Minute Praisings Reprimanding Versus Redirection The Fourth Secret of theOne Minute Manager CHAPTER9 COACHING: A KEYCOMPETENCY FORLEADERSHIPDEVELOPMENT149 Linda Miller and Madeleine Homan BlanchardDefinition of Coaching Five Applications of CoachingCHAPTER10 SITUATIONALTEAMLEADERSHIP165 Don Carew, Eunice Parisi-Carew, Lael Good, and Ken BlanchardWhy Teams?

10 Why Teams Fail Five Steps to HighPerforming Teams The Miracle of TeamworkCHAPTER11 ORGANIZATIONALLEADERSHIP191 Pat Zigarmi, Judd Hoekstra, Ken Blanchard, and Drea ZigarmiThe Importance of Managing Change Why IsOrganizational Change So Complicated? When Is ChangeNecessary? Change Gets Derailed or Fails for PredictableReasons Focus on Managing the Journey Surfacing andAddressing People s Concerns Organizational LeadershipBehaviors Involvement and Influence in Planning theChangeCHAPTER12 STRATEGIES FORLEADING ACHANGE215 Pat Zigarmi and Judd HoekstraNine Change Leadership StrategiesContentsxiCHAPTER13 MANAGING ASUCCESSFULCULTURETRANSFORMATION241 Garry Demarest, Chris Edmonds, and Bob GlaserGung Ho!