Leader as Coach, Coach as Leader Presented by Rich Russakoff for YEO Central America – November, 2003 Bottom Line Consultants

Leader as Coach,Coach as Leader

Presented byRich Russakoff

for YEO Central America – November, 2003Bottom Line Consultants

Core Values

This is how we do business This is our culture When your values are clear, your

decisions are easy – drives day to day decisions

There are two kinds of core values Establish core values

Maxons Values

Focus on the solution Strong sense of urgency Accountability for actions/results Professionalism and integrity

Maxons Values

Be a positive force Proactive attitude Unselfish team orientation Exceed expectations

Common Performance Barriers

Inflexible/Rigid Unfocused High anxiety Poor time

manager

Lack of trust in others

Lack of integrity Indecisive Negative

pessimistic thinking


Low energy Impatience Defensiveness Negative attitude

Critical of others Low stress

Tolerance Moody/Irritable Poor team player


Low self confidence

Lack of empathy

Poor communication skills

Poor listening skills

LEADERS AFFECT EVERYTHING FROM THE COMPANY CULTURE TO

THE BOTTOM LINE

Leadership

THERE CAN BE NO LEADERS WITHOUT

FOLLOWERS

Leadership

Job Posting for a Leader

Wanted: Creative problem solver Capable of recruiting and developing a

motivated team Results oriented Master communicator Politically savvy Inspiring coach and mentor

Job Posting for a Leader

Enthusiastic, energetic, sincere, passionate, credible, ethical & adaptable

Willingness to take risks and has the ability to make decisions without all the answers

Must understand people and the power of relationships

Great Leaderships

Do first things first Face the daily danger Hire, require, inspire, fire Hire attitude – teach skill Reflect and decide on a vision Prepare and take action

CHANGE THEIR VISION AS QUICKLY AS

CIRCUMSTANCES AND ADAPT AS QUICKLY AS THE WIND – THEY ARE

PROACTIVE JACK WELCH

Great Leaders

TELLS IT LIKE IT IS!

Great Leaders

Great Leadership – Southwest Airlines

After 9/11- did not sugar coat situation

No one is flying Shut down for 4 days Don’t know what the future holds

Sail the 7 C’s of Leadership

1. Competency2. Concern3. Commitment4. Consistency5. Communication6. Cultivate collective responsibility7. Character

Great Leaders

Become great coaches who create other great leaders GE/Vince Lombardi/Red

Coaches give all the credit for success to those who have helped produce the results

The Ten Gifts Of Coaching

1. Motivation2. A system3. Goal setting4. Advice5. Burnout

prevention

6. Plateau busting7. Checklists8. Feedback9. Cheerleader10.Fun

Great Coaches Establish Goals

Good leaders don’t manage people – they manage goals

Help people achieve mutually agreed on goals

Make sure goals are realistic and obtainable

S*M*A*R*T Goals

Coaches

Make the commitment to coach Discover what motivates the

individual Give feedback/Act as a cheerleader

Great Coaches Get commitment

What will be done, and when will it be done?

Follow-up Look for opportunities to give feedback When you see improvement give praise Make certain you evaluate the outcome

Competency

How you think is everything Never stop learning – look for trends We are all a work in progress Leadership skills develops daily Benchmarking- look outward

Competency

Join and participate in peer groups Become a leader in YEO or other

organizations Find your own coach Form an Advisory Board

Leaders understand that activity is

not necessarily accomplishment

COURAGE AND CONFIDENCE

LEADS TO BETTER DECISIONS

Competency

Competency-Hire Great Attitudes

Recruit great individuals who are willing to be a part of a team and who are coach-able3x

Having independent, flexible and creative employees is the only competitive advantage Southwest Airlines CEO Keller - from

“Maximum Leadership” by Charles M. Farkas and Philippe DeBacker

Competency-Hire Great Attitudes

Hire people that compliment your strengths

Encourage members of your team to take the initiative and act on their own. Stretch them.

Competency-Advice

A Coach is a resource of information – watch story

Virtually everyone benefits from someone to guide them through their decisions – Sword Zen

Advice goes both ways - Listen from top to bottom, bottom to top - GE

PEOPLE DON’T CARE HOW MUCH YOU KNOW UNTIL THEY KNOW HOW MUCH

YOU CARE!

Concern

Concern

Great Leaders: Communicate with their words and

listen with their heart Are accessible to their staff Hold onto great employees

Concern/Burnout Prevention

Lessons from Birthing of Giants Encourage a balance in your

people’s lives Allow personnel to take time outs Eliminate zap zippers

Concern/Burnout Prevention

Carefully monitor personnel’s progress and attitude to prevent chronically poor performance

When you identify problems discuss approaches to a positive change in behavior IMMEDIATELY

Concern/Psychic Income

A sense of belonging Recognition–pride Emotional security Economic security

Concern/Feedback

Reviews The coaches job is to raise the bar – or

Inspire continuous improvement Your staff needs constructive criticism

and positive guidance

Commitment

A primary reason leaders fail is a lack of a consistent commitment plan duJour outside interests

If the leader shows commitment, there is a far greater chance that followers will be committed SW the Great Alexander

Consistency

Consistency in the way you treat people

Plan your focus and focus on working your plan

Momentum is a leader and coaches best friend

“WHAT GETS MEASURED, GETS DONE”

“YOU GET MORE OF THE BEHAVIOR YOU REWARD”

Consistency:The world’s greatest

management principle

ConsistencySystems, Rituals, Habits

Good coaches have a clear methodology

Companies must live up to AND EXCEED CUSTOMER EXPECTATIONS

Confidence in the system or culture is more important than the system itself

ConsistencyChecklists, Rituals, Habits

Checklists spell out what is important in the key phases of each job

Checklists remind people of what they are trying to achieve

Checklists free people’s minds to focus on actual performance

THE ABILITY TO COMMUNICATE IS THE LEADER’S MOST

EFFECTIVE TOOL

Communications

Common Communications Challenges

Being diplomatic Getting to the

point Dealing with

emotions

Confronting people

Staying in touch Standing your

ground Easier to do things

myself than teach others how

Communications

Listen Remember before you speak, it is to

your advantage to listen first 60% of business mistakes are a result

of poor communications - Peter Drucker Theses mistake cost customers, money,

time and morale

COMMUNICATION SKILLS LEAD TO RELATIONSHIP

BUILDING WHICH LEADS TO GAINING AND

KEEPING CUSTOMERS

Communications

Leaders Communicate to:

Motivate – The two ways to achieve buy-in Logical Emotional

Leaders Communicate to

Catch people doing something right Encouragement and stroking helps

people achieve their best

When you “give” people self-esteem they will fight to maintain it

PRAISE IN PUBLIC, CRITICIZE IN PRIVATE

CommunicationsCriticize Gently or Not At All

Constructive Criticism

State a positive Frame critical feedback as a

discussion End on a positive

“Honesty without compassion becomes

cruelty”

Handy Phrases and Bridges

“I have a request” “In all due

respects” “Tell me more” “And…no but!” “I understand”

“Thank you” “I see” “Okay” “That’s a good

question” “My name is Rich,

what’s yours?”

Dealing with Interruptions

I have a request How much time do you need? There’s a fine line between giving

people time and letting them take your time

Request quiet time Work calls are NOT interruptions; set

parameters, be proactive

Communications Must Become A Core Competency – The Responsibility

Of Everyone Within the Organization

Communications Rockefeller Habits

Hold 15-minute daily meetings to: Communicate

specifics about activities, meeting, accomplishments, noteworthy news from clients, etc.

CommunicationsRockefeller Habits

Share daily measurement/indicators- day before and goal today

Determine where you are stuck. Where’s the bottleneck (roadblock)? What can be done about it?

Daily Meeting StructureDaily Meeting Structure

(Same Structure Everyday)

Quick Daily Agenda – 15 minutes

2-5 minutes – What’s up? Specifics about activities, meetings, accomplishments, noteworthy news from clients, etc.

2-5 minutes – Daily measurements/indicators – day before and goal today.

2-5 minutes – Where are you stuck? Where’s the bottleneck? Who’s run into a roadblock? What can be done about it? Bite-sized chunks!!

Stand up; don’t sit down for meetings

Have daily conference call inclusive of all offices

When is your Daily Meeting going to be? _________________________

Who is going to attend? _______________________________________

12 Commandments of Great Communicators

1. Establish and maintain eye contact2. Seek first to understand3. Become a great listener4. Ask questions why5. Monitor and mirror body language


6. Wherever you are, be there greatest challenge

7. Never interrupt, let the other person finish

8. Paraphrase what others say9. Think first (pause), determine the

desired outcome, and then and only then, speak Brett- 4hands

10. The most powerful three letter word…


11.Speak from the heart to connect “Stop trying to prove yourself and start

trying to express yourself.” “A promise never made cannot be

broken, and so can never break a heart” Nitty Gritty Dirt Band

Kindness Matters


12.Take the risk / assume the burden “Don’t go to bed angry, stay up and

fight.” “Keeping friends is like having and

plants.” Who ya gonna call?

Listening Skills

Listening Habits that Cost You Power

Premature dismissal of a subject as uninteresting

Faking that you’re listening Assuming you know what is being

said Listening for validation of your ideas

Listening Habits that Cost You Power

Listening only for facts Letting emotion laden words arouse

personal antagonism Interrupting others when they are

speaking

“The more attentively you listenthe freer people become

in offering their ideas and the more we learn that our point of view isn’t always complete, or even accurate”

Listen Actively and Effectively

With Your: Eyes by establishing eye contact Body by leaning forward Face by nodding Voice by saying “no kidding, ym hmm,

tell me more”

Listen Actively and Effectively

With Your: Speech by paraphrasing what others

say…“in other words” Hands on your chin, arms open, taking

notes, by never interrupting Asking questions…“Tell me more”

Class Exercise

The Power of Eye Contact Eyes are the Window to the Soul People will believe you if you say what

you have to say with eye contact

Communications Mastering Your Emotions

If you want to communicate support and encouragement rather than frustration and criticism…try Deep abdominal breaths Relaxed shoulders and face muscles

This can increase the likeliness that what you say will be heard and absorbed without defensiveness

LEADERSHIP IS NOT SOMETHING YOU

DO TO PEOPLE, IT’S SOMETHING YOU DO WITH PEOPLE

Cultivating Collective Responsibility


No one person should expect – or pretend – to have all the answers

Individual leaders can’t effectively process all of the ideas, information, and options that exist

Good ideas can come from anyone, anywhere


The best leaders make themselves replaceable by building a culture of leadership not personality

Everyone’s accountable all of the time

Collective Responsibility

Create a shared sense of purpose Make goals team goals Make each member responsible for

the teams results Share the glory, accept the blame

Collective Responsibility Plateau Busting

Consistency Focus on goals and execution

Lead with your Mission

Mission–a compelling sense of purpose: Why are you in business? What differentiates you from

competition? How do you improve your customer’s

life?

Collective Responsibility Fun

If work is fun, it always gets done Fun coaches don’t have to recruit Celebrate bowling parties, fire t-

shirts hats SW Law Suit

Character

People buy into the leader, then the vision

Stand up to bullies

Leaders Who Have Shown Great Character - Nelson Mandela

Speaks in a constructive and inclusive manner

Withstood personal hardship and overrode partisanship

Asked his own jailer to sit in the first row at his inauguration

Embodies human qualities that make people feel better about human species

Leaders Who Have Shown Great Character - Mother Teresa

Understood the power of words Took a stand Enlisted the support of others Lived her message

Great LeadersDon’t Fix the Past -

They Create the Future

Jack Welch

Great Leaders: Allocate resources

based upon return, not on need

Change before they have to

Face reality as it is, not as they want it to be

Documents

Leader as Coach, Coach as Leader Presented by Rich Russakoff for YEO Central America – November, 2003 Bottom Line Consultants