Tag Archives: positive leaders

We Must Be Willing to Believe in the Possibilities if We Wish to have Better Outcomes

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One of the things that distinguishes positive leaders from the rest of the crowd is the belief in the possibility of things. How many times, when presented with a new idea for solving a problem have you heard the response, “That’ll never work!” “You will never convince them of that.” “Management will never go for something that grand!” “You are biting off more than you can chew!” “You will never get the funding!” “What makes you think they will be willing to listen to you?” “That’s impossible!” “You are spitting in the wind!” You’re dreaming!”

We could go on and on with similar examples of the excuses people use for not trying. Every great idea in the history of the world began in the fertile imagination of an individual human being who looked out at the world with a fresh perspective. A huge percentage of these great ideas were perceived to be impossible by the dreamer’s contemporaries, by the wisest people of their time; by those in power whether a king, emperor, general, or president; by the religious authorities of that time in history, and even by their closest friends and family.

Very often the dreamer was persecuted for his or her revolutionary ideas, ideas often branded as heresy and blasphemy.

Not uncommonly, these history changing ideas were not even spoken or written about, initially, because their proponent underestimated their own ability to make a difference in the world around them. Often, such ideas lay dormant in the deepest recesses of the proponent’s mind until something happened that compelled the individual to act, even in the face of great opposition.

Listen carefully! Whether an idea is big or small, each and every one of us has, within us, the power to ask why not. Each and every human being has far more ability to alter the world around them than they give themselves credit for.

In our case, we are talking about reinventing education in the US. Yes, it is an enormous challenge, but it is well within the scope of possibility. We can move the odds of any given idea from “possible” to “probable” just by expanding the number of people who are willing to open their minds. We can change education in America, if only we will open our hearts and minds to new ways to looking at the educational process; to new ideas.

Think about this for a moment. If we were to decide to start over, to build an educational system from scratch that would do all of the things that we want and need it to do, I can guarantee you it would look entirely different than the way the system looks today.

Begin with this question in your mind. What if there was a way to do things differently that would accomplish all that we want while preserving the integrity of the system and its professionals?

If there is a way, wouldn’t it be worth our time and energy to find out? Is not education sufficiently important to the ongoing welfare of our society that we should leave no stone unturned in our quest for a answer?

Things You Can Do, Today, Tomorrow and the Next Day, Part 1

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This is the first of a series of articles written to explore specific things individual men and women can do to make a difference in the world around them. Making a difference is what leadership is all about and, ultimately, each of us will be judged as a leader on the basis of how much of a difference did we make and toward what objectives.

Positive leaders are whole people and their leadership extends to all aspects of the world in which they live and interact. These men and women recognize that we are all interdependent and that nothing leaders do can be done in isolation.

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The key to leadership is action! Our discussion of leadership would be meaningless unless we offer specific suggestions for action strategies that can be implemented immediately. Things you can do that will have a dramatic impact on your life and on the world around you.

Each of these things is not only possible they are imminently doable. All that is required is a willing participant who will open his or her heart to the possibilities and will act and act now!

Our discussion will address strategies for the full spectrum of our lives to include home, the community and the workplace. This list of strategies is not intended to be exhaustive. Our purpose is to get you started, to serve as an ignition system. The list is as long as your imagination and success requires that you utilize your imagination, fully.

ACTION STRATEGIES FOR HOME

1. Exercise your mind, body and self esteem.

Actions:
Implement an exercise program to get your body in shape. Do it at home or away from home. Walk, exercise, play tennis or basketball, ride a real or stationary bicycle, join a health club, take aerobic classes, join the mall walkers’ club at your nearest shopping mall. Do not overdo it! Start slowly and build up to a daily regimen that works for you, but make a commitment and stick to it. You will feel better, have more energy, more stamina, and more enthusiasm for life and be less susceptible to depression.

Initiate a reading program. Set aside at least fifteen to twenty minutes a day, at a time that works well for you, to read something educational or inspirational, beyond the local newspaper. Feel free to vary the material you read according to your interests and activities and according to your job requirements. It will expand your mind and your imagination, introduce you to new ideas, broaden your vocabulary, improve your positive outlook, and inspire you to live your life more fully.

Commence a serious regimen for your self esteem. Listen to motivational tapes. Smile and talk to yourself in the mirror. Read motivational books. Keep a diary of your innermost thoughts and feelings as you strive to build a positive self-concept.

Become a giver rather than a taker. Begin to think of yourself as a giving person and start doing things for other people. Nothing makes us feel better about ourselves than to receive positive feedback from the people in our lives; and nothing generates positive feedback from the people in our lives more than doing things to help those people feel good about themselves. Share yourself with the people about whom you care! These things you do for yourself, but not only for yourself. The best way to enhance your contribution to your family, your job, and community is to take good care of yourself. You are important to the people in your life. They care about you and they need you. Take good care of yourself for their sake as well as for your own sake.

Go on a sensible diet, not a fad diet; take a vitamin and mineral supplement. If you are unhappy with your appearance, do something about it. Get a new hair style; dress differently; try a different style of eyeglasses.
Begin to look at yourself through different eyes. When you look at yourself through the eyes of someone who feels good about him or herself you can begin to see the warmth and the friendliness in your face, especially if you are smiling. Discard the idea that you have to look like a movie star; very few people possess that type of good looks. Think instead of all the friendly and interesting people you know. Think about their faces and their appearance. How do you perceive them? You enjoy seeing them because they are warm and friendly people and the various characteristics of their appearance are distinguishing. What draws you to them is not their facial or physical beauty, but their warmth and friendliness, their openness and their genuine concern for you. Think of yourself as this type of person and very soon you will begin to see that type of person when you smile at yourself in the mirror.

Think positive, life-affirming thoughts as often as possible. Fill your mind with positive thoughts and purge yourself of as many negative thoughts and feelings as possible. Count your blessings. Do not be discouraged when negative thoughts keep cropping up. They are normal for all human beings. Think of it as weeding the garden. The more you pull the weeds the more the flowers flourish, yet the weeds keep coming. It is a never-ending job. Once you have cleared the garden a few times, however, the weed growth begins to diminish. So, too, will it be with your negative feelings and thoughts.

Change the way you respond to people. When someone asks how you are doing, how do you respond? Try something new the next time someone asks. Say: “Better than I have in a long time!” If they want to hear more you can say: “I have been working to develop a positive attitude and it has given me a whole new outlook on life.” You don’t have to say any more than this but be sure to smile when you say it. If people want to know more then don’t be shy. Share your gift of positive living with them and you will feel even better about yourself. Do not worry as you would in the past, about being embarrassed.

Pay attention to the other people in your life. When you meet other people, do not push your ideas on them but reach out to them in a totally different way. Give them your attention, after all attention is one of the greatest gifts you can give to another human being. Listen to them and hear what they are saying. Ask relevant questions that demonstrate that you are listening. Give them positive feedback and encouragement at every opportunity without preaching and without talking about yourself. Do not talk about yourself at all unless they ask, specifically. The more you truly listen to others and give them fully of your attention, you are making them feel like the most important person in the world and they will choose to spend more time with you than they may have ever done in the past.

Do a self-assessment exercise. Make a list the things you like about yourself and that other people like about you and then rejoice in and celebrate the positive things in your life. Also list those things about you about which you are unhappy. Pick up to five of the things about which you are unhappy and develop action strategies for change. If you commit to those action strategies it won’t be long until you will be scratching things off of your list or transferring them to the list of things you like about yourself. When you eliminate an item from this latter list, replace them with another item.

Action Plans and Action Proposals: The Tools of Positive Leaders

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The process of preparing action plans and action proposals is crucial to powerful positive leadership. Positive leaders know how to make things happen and action plans and proposals are the tools these powerful men and women utilize to change the world around them. But what do we mean? What is an action plan and how does it differ from an action proposal? What purpose do they serve and to whom are action plans and proposals directed?

The Action Plan

Action plans are the essence of simplicity. An action plan is the statement of a specific objective and a listing, in sequence, of the actions you intend to take to achieve your objective. An action plan can fit on an index card or, for that matter, on the back of a business card. On the other hand, it can be a ten, twenty or even a one hundred page document according to the scope and complexity of the contemplated action.

An action plan is what you need when you are prepared and able to take action on your own initiative. If you are the only actor it can be brief. If the contemplated action requires the coordinated participation of other members of your team then the action plan may require more detailed descriptions and explanations. However long it may be, it remains a simple statement of objectives and the specific actions (steps, behaviors, tasks, etc.) that are to be implemented.

It is helpful if the action plan also stipulates the expected results or outcomes along with some discussion as to the manner in which the results will be measured or interpreted. Action plans are meaningless unless they lead to action and action is meaningless unless it is purposeful and produces measurable outcomes.

An action plan establishes a framework for accountability so that it can be evaluated both in terms of the efficiency (how well the plan was implemented) and effectiveness (were the desired results achieved.)

Any time you are faced with a challenge, think it through and prepare and implement an action plan.

Action Proposals

Action proposals are nothing more than a special type of action plan for situations in which you are unable to act unilaterally; when you lack the authority to act. In these situations your response to the challenge depends on your ability to influence other people and convince them that the action you propose is necessary. Necessity means that it promises an acceptable return on one’s investment and/or a probable solution to a critical issue. Hence action proposals require more articulation and all major assumptions must be identified at the outset.

The well-conceived action proposal should include:

1. A statement of the overall mission or purpose which is often the identification of a specific problem that needs to be resolved;
2. A set of specific action objectives;
3. A description of how and why the proposed actions will effectively serve the mission or purpose;
4. The cost of the action compared to the perceived benefits;
5. The method by which results will be measured and interpreted; and,
6. A call for action.

Again the breadth and scope of the proposal depends on the size and complexity of the operation and the number of people involved. Action proposals are not comprehensive strategic plans, however, and they need not fill notebooks. The proposal should be sufficiently brief that the decision maker can read it and act quickly. The objective is to make it easy for the decision-maker to say yes.

Very often, action proposals will rejected or even ignored by the decision-maker. Remember that many decision-makers are really decision-avoiders. Many would prefer to avoid risk or controversy. Sometimes this creates an advantage for the author of the action proposal as the decision-maker may view your proposal as a way to transfer the risk of failure to you. If the action proposal produces a positive outcome the decision-maker gets to share in the lion’s share of the credit but if it fails they can deflect responsibility.

In the long-run, it doesn’t matter if the majority of our action proposals evaporate in the vacuum of indecision. What happens is that we become recognized as a problem-solver and action-taker. When our decision-maker needs to bring a team together to solve a problem the chances that we will be chosen are invariably enhanced. As the success rate of our action proposals increases, the probability that future action plans will gain approval increases proportionately. Our credibility also grows as a result of these successes and our future opportunities grow exponentially.

Action plans and proposals are the primary tools of positive leaders.

Motivating the People of Your Organization: The Fifth Attribute of Positive Leaders

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The fifth and final attribute of positive leaders everywhere deals most directly with what powerful positive leaders do on a daily basis. They work hard to create a motivated workforce and they do it not by some grand design but rather by working with individual men and women, whether one-to-one or in groups.

How often have you heard the complaint that “people don’t want to work anymore!” or, “Our employees don’t appreciate their jobs!”? How many times have you heard yourself making similar comments?

We have all felt this way and each of us has experienced the frustrations that result from a poorly motivated workforce and from our apparent inability to turn the situation around.

We categorically reject the hypothesis that people do not want to work, in favor of an alternate idea: that people don’t know how to work and be productive. It is a subtle but important distinction. We submit that people can be taught. The challenge to leadership is to teach these things and to ignite the internal motivation that exists in each of us to learn and to excel.

Human motivation is a complex subject. For all of the attention motivation receives its critical role is underappreciated. As complicated as the subject of human motivation may be, motivating people or, more appropriately, igniting a person’s internal motivation is a relatively simple challenge. The key to human motivation in the work place, or anywhere else, is to make people feel important.

Everyone wants to feel important. Leaders who effectively convey that their people are truly vital to the organization will have a dynamic, energetic, and motivated team of people.

Examine your own experience with your favorite supervisor or teacher. You felt a special relationship with your mentor, a real kinship. You knew you were liked and you did your best work while they were involved in your life. What did they do differently than the other teachers and supervisors who clutter your memory?

These leaders treated you as if you were special. They liked you; they remembered your name; they listened to you; they valued your opinion; they showed appreciation for your efforts; they smiled at you; they treated you with respect; they trusted you; they challenged you; they tried to help you do a better job; they provided you with clear expectations; they gave you continuous and ongoing feedback; they let you make mistakes without fear of retribution or humiliation; they encouraged you to try again; they made sure you received full recognition for your contributions; they expected much from you and so much more.

They worked hard to make you feel important. It was a genuine display of affection. And, it was easy because they liked people. Positive leaders genuinely care about and believe in the capabilities of the men and women in their organization.

There will always be a few unproductive people, no matter how capable their supervisor, but they are the exception, not the norm. The majority of employees can and will be both motivated and productive if you are an effective leader. When they are not, the responsibility is yours, not society’s. You recruited them, you hired them, you train and evaluated them. It may well be that they came to your shop poorly prepared to live up to your expectations but they were the best of the lot. After you signed them on you accepted responsibility for their performance and outcomes.
As a leader, the only meaningful measure of your own performance is how well you take this raw material and mold it into a well-trained, well-focused, and highly motivated work force.

Learn how to be a positive leader and how to create an environment that fosters the internal motivation of your people. It is easy once you acquire the genuine belief that your people are your most important resource and you communicate that fact to them through your words, your actions, and through the rules, structure, and culture of your organization.

Make people feel important!

The Fourth Attribute of Positive Leaders: Mastering the Process of Success

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The fourth attribute of Positive Leaders is that they possess an understanding of the process of success along with a commitment to the relentless utilization of that process.

People dream about success and about doing great things. Many young people fantasize about winning the lottery or making millions of dollars as a professional athlete. Few of these young people know how to convert their dreams to plans to action. Many adults think that success is a state of perpetual affluence. These men and women do not realize that affluence is nothing more than a possible consequence and not the essence of success.

The vast majority of you who are reading this page have the ability within you to succeed right where you are, just by doing things differently, by learning the process of success and by rededicating yourselves to positive values. You can improve your performance on the job, enhance your career, have a more satisfying marriage, and get more joy and meaning out of life. These things can happen, now! Success can be personal, interpersonal, or organizational but it is always tied to clearly delineated objectives and is always measured through our relationships with other people.

What, then, is this process of success? It includes a mission in life, rooted in positive, life-affirming values; a positive attitude and approach; passion; a vision of how things can be; specific goals and objectives; an implementation plan; and finally, action. It is that simple but it does not stop there. Action creates change. Change requires that the vision be re-examined, that the progress is measured, that the goals and objectives are adjusted, that the action plan be re-engineered, and that our actions themselves are modified accordingly. The process is repeated until we have converted the dream to reality; until we are satisfied. But satisfaction does not come easily if it comes at all.

The more we accomplish, the more we learn, and the more we learn, the more we imagine. What is vital is that our values, those core principles that sustain us, are not altered but remain rock solid.

It is the positive leader’s propensity for action that distinguishes them from men and women who simply manage. Positive Leaders make things happen. These individuals are at the peak of their art or craft. How do they do it? Well, of course, they have talent – but then lots of people have talent. The world is full of talented people who think back on opportunities in their lives and say, “with a little luck I might have made it!” But, many talented people do not make it and luck may or may not deserve the credit for their outcomes. We all have good luck but not everyone is prepared to capitalize on it when it comes.

It is said that winners make their own breaks and this we have found to be especially true. Those of us who blame everything on bad luck are not accepting reality. If we reflect on the opportunities that have come our way, we discover that they came unexpectedly, often catching us off guard and unprepared. We might say it was bad luck that good fortune, in the guise of opportunity, called upon us when we were not ready. More often than not bad luck is little more than lack of readiness or preparation.

Understand your purpose and mission and re-examine them routinely. Establish goals and objectives for yourselves. Make a commitment to those goals and dedicate yourself to doing everything in your power to facilitate them. Work hard to develop your skills and discipline yourself to a regimen that will maximize your talents and energies toward that end.

Be persistent in spite of the obstacles that present themselves and the setbacks that befall you. Follow the Boy Scout motto and “Be Prepared.” Know that all the work and effort you put forth is preparation for the time when opportunity knocks. When opportunities do present themselves, take positive action using all the skills and abilities in your arsenal and all the energy at your command.

Taking action is the key. Even the ideas of an Einstein or a Jefferson have little value until they are acted upon or communicated.

Positive Leaders employ the tools of success: action plans and action proposals. Action plans are nothing more than a list of the things you plan to do to breathe life into an idea. Action plans may be sufficiently brief that they can fit on the back of a business card or they can require several pages, depending on the complexity of the specific goals and objectives.

An action proposal is a special kind of action plan that is utilized when its originator lacks the authority or power to act on the idea. Action proposals are submitted to the decision-maker(s) appropriate to the specific situation. Action proposals contain, at a minimum:

• A statement of purpose – what do we want to accomplish and why (how does it serve our mission)?
• Specific and measurable goals and objectives;
• A delineation of the specific activities needed to achieve those goals and objectives and in what time frame;
• The resources necessary, which includes the people whose participation will be required, the non-human assets, the estimated cost of the endeavor, and also any recognizable opportunity costs;
• How the results will be measured?
• What next steps are anticipated?

An effective action proposal contains everything the decision-maker will need in order to say “Yes.” In fact, the idea is to make it as easy as possible for someone to say “Yes.” Very often, a “No” is the default response when the action proposal leaves too many unanswered questions and requires the decision-maker to do too much.

Positive Leaders rarely complain about things because complaints are powerless and are little more than a form of whining. Positive Leaders offer alternate solutions – what can we do differently in order to produce a more desirable outcome. If we think back to our fundamental definition of leadership, it is acceptance of responsibility for increasingly more desirable outcomes; for continuous improvement. This is what Positive Leaders do.

Does utilization of this process guarantee success? No! There are no guarantees. It does, however, improve the odds of a successful outcome so dramatically in one’s favor that success moves from possibility to probability. Teach yourself the process and make success a probability in your life!

Do not wait and hope that success will happen in your life, some day. Take action now! Make it happen and “put wings on your dreams.”

Commitment to Mission, Vision, & Values: The Third Attribute of Positive Leaders

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There is a direct relationship between the efficacy of leadership and the level of passion positive leaders exhibit for the mission, vision, and values of their organization. This passionate commitment is the third attribute of positive leaders.

Whatever products and services an organization produces and whoever its customers may be, powerful positive leaders have a clear vision for the future of their organizations and an articulate and well-defined purpose or mission. Positive leaders convey that mission to the people of their organizations, relentlessly. There is a simple adage. If the people of an organization, irrespective of the position they occupy, do not know what their leaders are going to say before they say it, then the leaders are not communicating their message with sufficient frequency and effectiveness. Relentless is just another word for commitment.

Positive leaders never squander an opportunity to tell their organization’s story or share its mission, vision, and values. One of the distinguishing characteristics of winning organizations is that everyone in the organization, or at any link in the supply chain, can articulate its mission, vision, and values.

A mission statement is a concise representation of purpose: whom does the organization exist to serve and what needs of its customers does the entity exist to satisfy? The best mission statements also address the level of excellence to which the organization aspires, which is a measure of customer satisfaction.

At no time can anyone in the organization be permitted to lose sight of its mission or purpose. History teaches us that human beings are prone to diversions from their purpose in the midst of the natural and seemingly infinite distractions to which they are inevitably subjected. It is the commitment of positive leaders that keeps mission and purpose at the forefront of the organization’s consciousness.

The leader’s vision transcends mission and purpose, recognizing that these are fluid concepts in a dynamic universe. Vision addresses the organization’s standing in its marketplace and its future direction. Among other things, vision assures that the entity’s strategic plan is sufficiently future-oriented. What does the future hold? How will customer needs and requirements evolve? What innovations in product or service will be needed to assure the entity’s competitive advantage?

The values of the organization are the things its leaders consider most important and almost always include commitment to customer satisfaction and exemplary quality. Values must also include information that conveys esteem with which the people of the organization are held. An entity’s values are the moral benchmarks against which each and every action of the organization is gauged.

This focus on values is critical because one of the most common problems that keep organizations from optimal performance is that its actions are not in sync with the things its leaders say. A clear focus on and an unrelenting commitment to the values of the organization on the part of its leaders serves as preventative maintenance that retards the emergence of secondary agendas and counter cultures. Such commitments are nothing more than a demonstration of a positive leader’s integrity.

A member of a client organization once commented, after a discussion of values, that these sound like nothing more than time-worn platitudes. I prefer to think of them as the underlying principles that guide the leaders of winning organizations.

Understanding Organizations: The Second Attribute of Positive Leaders

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Mastery of applied organizational theory is as vital to the success of leadership as knowledge of the piano is to the accomplished pianist. Organizations are the medium in which men and women function in society – they are the playing fields of life and business.

Positive leaders understand organizations in all of their complexity and are accomplished artists in both macro- and micro-organizational theory. Most managers possess, or at least utilize, only a rudimentary understanding of organizations. They are like novice personal computer users. They can stumble their way through a few application programs but their lack of in-depth understanding of the computer and its software keeps them from using more than a fraction of the machine’s capability. Occasionally they actually threaten or damage the system by utilizing it improperly or counter-productively.

At the macro level the positive leader is a student of organizational theory and devotes a significant amount of time keeping up with the literature of the field. At the micro level he or she is intimately in tune with his or her own organization, with its mission and vision; its products and/or services and the specific customer needs that these products and services fulfill; with its people, its personality and subcultures; with its supply chain; its metrics; and, with its informal power structures. The leader spends a significant amount of time out in the organization, and with its supply chain partners, listening, talking, and getting involved with people.

When confronted with the decision of choosing future leaders, from among its talented individuals, organizations must often choose between men and women with demonstrated leadership skills versus those with great technical knowledge and with familiarity with the local organization. Many people have technical expertise and local experience while only select few possess demonstrated leadership ability. Further, although leadership skills can be taught, it’s much easier to teach the technical and local aspects of an organization.

Organizations would do well to choose managers and supervisors on the basis of their demonstrated leadership ability. Organizations are also well-advised to make significant investments in the leadership development of its talented men and women, early in their careers. That being said, the most talented leaders will not achieve their optimal potential unless they make a relentless commitment to become masters of organizational theory and application at both the macro and micro levels.

Organizations typically promote their best workers to leadership positions. Just because an employee is at the top of the list of technical performers does not mean that they would make good managers and supervisors unless the organization has made an effort to prepare them for not only the role of leader but also for the transition from technical expert to formal leader. Often, people appointed to leadership positions on the basis of their technical excellence become unhappy and disillusioned with their new role. They were happier in a role in which they were valued for their technical expertise but rarely are they able to walk away. Often such promotions are the only way to move up the compensation ladder in an organization. Walking away from the disappointing leadership role may mean relinquishing the raise as well as losing face because they were unsuccessful.

If the organization has made an investment in leadership development of their best people prior to promoting them they will have identified those who will and will not be both happy and successful in a leadership role. For that reason, in addition to a focus on leadership development, the most successful organizations find a way to elevate the compensation of their technical stars to levels comparable to what they might have earned had they been given leadership responsibility. There is no rule that says that technical stars must not earn as much or more than their supervisors and managers.

One the other side of the equation, it is imperative that people who are appointed to leadership positions because of their demonstrated leadership ability rather than technical expertise make a commitment to ongoing development of their technical knowledge. They may not have to perform technical tasks as well as their technically-accomplished employees but the need to understand the technical aspects of the work every bit as much. They must also be able to teach new employees how to become technically competent.

A Healthy Self-Esteem, the 1st Attribute of Positive Leaders

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The first distinguishing characteristic of positive leaders – the first attribute – is a strong and positive self-concept. Positive leaders have a clear sense of who they are and where they are going. They have confidence in themselves and in their talents and abilities. They believe in themselves; they believe themselves to be somehow special. It is this core belief – this strong sense of self – from which the power of positive leadership emanates.
Leadership, as we have already discovered, implies taking risks, forging new concepts, charting new courses, breaking new trails. Leadership means going first – often where no man or woman has gone before. This takes great courage, confidence, and character and these traits, so common to the great leaders of history, are nothing more than manifestations of a strong self-esteem.

Leaders must be outwardly directed. They are concerned about the world and about other people. It is not that their own needs are left unattended – quite the contrary, positive leaders are secure in themselves. They know in the deepest part of their souls that they are okay – that nothing that can happen in the external world can diminish their worth as a living, breathing human being; as a child of Creation. From this foundation of a secure ego they are able to give freely of themselves. They have, in fact, discovered one of the greatest secrets of life: that the best way to serve one’s self, to feed a healthy ego, is to serve others. The more we give the greater the gifts we receive.

For men and women with an underdeveloped ego who find themselves in a leadership role, this is an alien concept. They have not reached the crest of the mountain from which they can see the panorama. They spend the greater part of their time and energy advancing their individual interests rather than attending to the needs of their organization and its people. As a result, as leaders they are ineffectual. Just as importantly, this self-serving behavior is apparent to the people with whom these individuals work and interact.

There are very few individuals for whom a healthy self-concept comes easily and most of us must work relentlessly at maintaining our self-esteem. Much like we must do with purpose, we must periodically step back and assess the health of our self-esteem. Unless we have perfected the process of retaining a healthy ego, the natural ebbs and flows of life can lead to disequilibrium. We are often unaware that our focus has shifted from the external world to the internal.

Effective positive leaders work relentlessly to maintain a healthy self-esteem much in the way individuals exercise their bodies to maintain physical health and well-being. Exposing ourselves to positive and inspirational thoughts and ideas is an important component of this ego-development process. It is also important to take time for introspection. Examine your strengths and weakness as objectively as you are able and then develop action plans to work on your imperfections. It is also suggested that you ask your closest friends or significant others to help you with this process as we are not always able to view ourselves the way others perceive us.

Remember always that we will never be perfect. Humans are, by definition, imperfect beings and there are no exceptions. It is not necessary that we are always right, what is important is that we strive to do what is right. Look around you at positive leaders. Often they are the strong, silent types who are so confident in themselves that it becomes unnecessary to boast of their prowess or accomplishments. The deeds of these men and women speak far more eloquently than anything they might say. You can possess this same confidence, this same sense of self if only you will reach out for it.

Customer Satisfaction: the Fourth Cornerstone of the Theory of Positive Leadership

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Business organizations exist to satisfy customers and embracing this credo serves as the fourth and final cornerstone of the philosophical foundation or our Theory of Positive Leadership.

If you are thinking:

“Duh! Aren’t we stating the obvious?”

you would be correct. Sometimes, however, it is critical that we state the obvious. Very often, things go wrong in organizations because we take our assumptions for granted. Over time, our assumptions tend to become blurred. One of our most fundamental assumptions is the order in which our customers can be found on our list of priorities.

Try this experiment. The next time you are in a room full of business men and women, ask them this simple question:

Do businesses exist to make money or do they exist to satisfy customers?

I have yet to ask this question without it sparking a very interesting and sometimes heated debate.

Many will insist that business organizations exist to make money. While there is no doubt that all business investments are made for the purpose of earning a return on one’s investment, once we choose our marketplace, everything changes. Once we have chosen a customer base (identified a population of customers with unmet needs or wants) and have identified the products and/or services we intend to produce (in order to satisfy those wants and needs) our ongoing purpose has irrevocably changed.

We now exist to satisfy our customers thus insuring their willingness to pay a fair price for that which we offer to sell. How much we make is nothing more than the way we keep score; the way we measure our success in satisfying our customers. Let’s restate this: the money our customer pays us is, now, nothing more than a function of the level of satisfaction they have with, first, our products and services and, secondly, with our performance as a valued and reliable supplier.

The day our customers begin to suspect that their satisfaction is secondary to our desire to make money, is the day we are at risk of losing that customer. Don’t misunderstand. Our customers understand that we have to make a profit just like we understand that our suppliers must make a profit. Neither we nor they want to think, however, that our suppliers would be willing to sacrifice the quality for which we have agreed to pay for a higher profit margin.

When a business leader chooses to sacrifice quality in order to make an extra buck, he or she has taken the first step down the precipitous path of inevitable failure. Think about your favorite restaurant, for example. You’ve become a regular customer because you have enjoyed the high quality of their menu, ambiance, and service over a period of many years. No doubt, you recommend the restaurant to your friends, family, and business associates, and also to people who might be new residents of your community or maybe are just visiting. You do not make such recommendations lightly; you do so only because you have a high level of confidence in the quality of experience your friends and colleagues can expect to enjoy.

Imagine a scenario when, on your next visit, you walk away disappointed in your dining experience. You certainly will not give up on your favorite place on the basis of one bad experience but it will start you thinking. How many bad experiences will you be willing to tolerate before you begin to downgrade that restaurant on your list of favorites. How many bad experiences before you stop recommending the establishment to other people? How many bad experiences before you stop eating at a place of which you have such fond memories? Very often when such a stream of events occur, it is because the ownership opted to cut back on the cost of producing your favorite selections from their menu; or when they lower their expectations of the staff who service their patrons and it does not just happen to restaurants. It can happen to manufacturers, healthcare providers, providers of any professional service, or retailers of any product or services. This is what happens when a business in any venue switches its focus to profits in lieu of customer satisfaction.

Successful businesses, on the other hand, as evidenced by the powerful positive leaders who guide them, possess a relentlessly passionate commitment to the satisfaction of their customers and this commitment drives every single thing they do and say. This commitment is a major component of the values of the organization and serves as the focal point for both vision and mission.

Plain and simple, businesses exist to satisfy customers. It is also a lesson that government and not-for-profit agencies would do well to remember. If you have any doubts, just think about what is happening with United States Postal Service.

People Are Our Most Important Resource, The Third Cornerstone of Positive Leadership

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The third philosophical cornerstone of our Theory of Positive Leadership is a commitment to the belief that people are the most important resource/asset of any organization. Organizations exist to serve people, whether individually or corporately. Business organizations exist to serve customers and other organizations such as not-for-profit agencies and departments or agencies of government exist to serve a constituency.

Organizations employ many different kinds of assets in the production of their products and services. Those assets include land, buildings, equipment, information, and technology in addition to people but it is people that are paramount. Nothing illustrates this more definitively that the knowledge that the very value of each of the other assets is measured in terms of their utility to people. It takes human energy to put all other assets to work for a meaningful purpose.

Interestingly, accounting practices allow us to treat non-human resources as depreciable assets but requires us to treat wages and salaries of a cost. This contributes, I believe, to the tendency of executives to think of people and their wages and salaries as a cost of doing business rather than as an investment in a valuable asset without which it would be impossible to do business.

One of the things that distinguish powerful positive leaders from their less successful counterparts is that everything these men and women do conveys clearly and unequivocally that the people of their organization are the most important asset – an invaluable resource.

Peter Drucker writes, “organizations that fail to develop their people, fail in the long run.”
Positive organizations relentlessly invest in the development of their people by insuring that their people:

• Receive ongoing training of a meaningful kind,
• Receive clear expectations
• Are supported by performance management systems that give ongoing positive feedback
• Work in an environment that is safe both physically and emotionally
• Enjoy compensation and benefit packages are not only competitive in the marketplace but that also reward excellence.
• Have the tools and resources necessary for the successful performance of their work
• Feel that they have some control over their own success, and
• Are full participants in the process of delivering exemplary quality.

Positive leaders also recognize that the members of their organization are not the only people who are critical to the ongoing success of their venture. Positive leaders understand that their ultimate success depends on all members of their supply chain and they work to create a culture of interdependence, partnership, and abundance mentality that spans the entire supply chain population.