Finding and Supporting Your Open Leaders
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The document discusses open leadership, highlighting the importance of humility and curiosity in inspiring collaboration and trust within organizations. It emphasizes the need for leaders to adapt to social technologies, encourage transparency, and support the development of future leaders. The text also outlines strategies for addressing skeptics and fostering open leadership practices to enhance organizational dynamics.
Finding and Supporting Your Open Leaders
- 1. Finding and Supporting Open LeadersCharlene LiAltimeter GroupMay 14, 20101#openleader
- 2. Open Leadership2Having the confidence and humility to give up the need to be in control,while inspiring commitment from people to accomplish goalsHow to give up control, and be in command
- 3. Why did you follow that person?Think of your favorite leader3
- 4. Believes that most people want to do their best want to be responsible, trustworthy, and honest.Pessimists believe that most people cannot be trusted because they are looking for an advantage.Two characteristics of optimistic leaders.Curiosity – driven by a deep quest to learn constantly and see social technologies as a way to do this.E.g. Dell and StarbucksHumility – able to admit when you need help or have made a mistake.E.g. KodakThe Optimistic Leader4
- 5. Believes that more heads are better than one. “It is very arrogant to think you can make better decisions than the thousands of people below you.” - Cris Conde, SunGard CEORecognizes and rewards collaboration.As opposed to individual accomplishments.Cisco shifted from command-and-control individualistic approaches to collaboration over seven years. Accelerated in last two years thanks to social and collaboration technologies.The Collaborative Leader5
- 6. Find and develop your open leaders6CollaborativeIndependentPessimistOptimist
- 7. Convincing the curmudgeon7It’s a fad and waste of time.What’s the ROI?It’s too risky.Who can best work with a Worried Skeptic?
- 8. Examples of Realist OptimistsLionel MenchacaDellLovisa WilliamsUS Dept. of StateEd TerpeningWells Fargo
- 9. Realist Optimists Cautious Tester and Worried SkepticsHelp them understand the value of being open.Keep Transparent Evangelists nearby to learn how to work with Pessimists.Transparent Evangelists take on outward facing functions and responsibilities to open up the organization.Supporting your archetypes9
- 10. Best Buy’s First Social Media Experts10Steve Bendt & Gary Koelling
- 11. They harnessed Best Buy’s biggest asset11The Blue Shirts
- 12. BlueShirtNation.com supported Best Buy’s front line employees
- 13. Steve & Gary had an executive sponsor13Barry Judge CMO of Best Buy
- 14. They kept telling him one thing…14“Barry, you gotta get a blog!”
- 15. Barry’s first post15“I was so relieved when it was over—it was just two sentences to get started.”
- 16. The Premier Black Fiasco166.8 million emails sent instead of 1,000 test
- 17. Barry’s response17“…we screwed up the execution which makes me feel sick about the customer trust that we have impacted.”
- 18. Openness became a strategy18Open market testing of new logo
- 19. +2,200 Best Buy employees provide support on Twitter19
- 20. Being authenticMastering transparencyDeveloping and encouraging open leadershipSkills and behaviors of open leaders20
- 21. I seek out and listen to different points of view.I make myself available to people at all levels of the organization.I use social technologies effectively to communicate.I actively manage how I am authentic.Being authentic21
- 22. I take the time to explain how decisions are being made.I reach out to customers frequently via social technologies, wherever they may be.I encourage people to share information. I update people regularly using social technologies.I publicly admit when I am wrong.Mastering transparency22
- 23. I identify and actively nurture potential open leaders at all levels of the organization. I train and encourage people to use open leadership skills. I encourage the use of social technologies throughout the organization.I create a support network for open leaders.I ask "What did I/we learn" when things fail. Develop and encourage open leadership23
- 24. Prepare for new workflowsSocial technologies will disrupt traditional organization structures
- 25. Social media triage25Take reasonable action to fix issue and let customer know action takenNegativePositiveYesYesNoAssess the messageEvaluate the purposeDo you want to respond?Does customer need/deserve more info?Unhappy Customer?No ResponseYesAre the facts correct?Gently correct the factsYesNoNoNoCan you add value?DedicatedComplainer?Are the facts correct?YesYesNoNoYesRespond in kind & shareThank the personComedian Want-to-Be?Explain what is being done to correct the issue.Is the problem being fixed?YesNoYesLet post stand and monitor.
- 26. Respect that your customers and employees have powerShare constantly to build trust.Nurture curiosity and humility.Hold openness accountable.Forgive failure.The New Rules of Open Leadership26
- 27. Conduct the open leadership assessment and determine your archetype. Do a 360 degree evaluation to keep yourself honest.Create a plan to support all archetypes in your org.Conduct a skills and behavior inventory.What skills and behaviors do you have to support open leadership?For the ones you are missing, how will you develop or compensate for them?Action Plan27
- 28. 2828Thank youCharlene Licharlene@altimetergroup.comcharleneli.com/blogTwitter: charleneliFor slides, send an email to slides@altimetergroup.comFor more information & to buy the bookvisit open-leadership.com
Editor's Notes
- #13: Best Buy set up an internal community for their front line employees. They all wear blue shirts in the stores, so they call the site “blue shirt nation”. In this example, a camera case was sent to the store and it just didn’t look right. Within two hours, someone had come into the community and seen the post. It happened to be the person who designed the case. She said that she would go back and make sure that all of the right cases got sent to the right stores. How long do you think it would have taken that floor manager to figure out that he had been sent the wrong case? Probably weeks. But with Blue Shirt Nation, employees are solving problems together.
- #18: Key take aways:Relationship was strongCould overcome small transgressions, mistakes are forgiven