CONTENTS
Introduction: Leading at a Higher Level by Ken Blanchard
SECTION I: SET YOUR SIGHTS ON THE RIGHT TARGET AND VISION
CHAPTER 1 IS YOUR ORGANIZATION HIGH PERFORMING?
Don Carew, Fay Kandarian, Eunice Parisi-Carew, Jesse Stoner, and Ken Blanchard
The Right Target: The Triple Bottom Line
A High Performing Organization SCORES Every Time
Jesse Stoner, Ken Blanchard, and Drea Zigarmi
Effective Versus Ineffective Vision Statements
Creating a Vision That Really Works
A Compelling Vision Creates a Culture of Greatness
SECTION II: TREAT YOUR CUSTOMERS RIGHT
CHAPTER 3 SERVING CUSTOMERS AT A HIGHER LEVEL
Ken Blanchard, Kathy Cuff, Vicki Halsey, and Jesse Stoner
Getting Legendary SCORES from Your Customers
Serving Customers at a Higher Level
Deliver Your Ideal Customer Service Experience
Creating Legendary Service Requires Gung Ho People
SECTION III: TREAT YOUR PEOPLE RIGHT
CHAPTER 4 EMPOWERMENT IS THE KEY
Alan Randolph and Ken Blanchard
How Past History Blocks Change to Empowerment
Tapping People’s Potential: A Real-World Example
Learning the Language of Empowerment
CHAPTER 5 SITUATIONAL LEADERSHIP® II: THE INTEGRATING CONCEPT
The Founding Associates
Matching 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 Leadership Is a Transformational Journey
CHAPTER 6 SELF LEADERSHIP: THE POWER BEHIND EMPOWERMENT
Susan Fowler, Ken Blanchard and Laurence Hawkins
Creating an Empowered Workforce
Creating Self Leaders Through Individual Learning
The Three Skills of a Self Leader
CHAPTER 7 PARTNERING FOR PERFORMANCE
Fred Finch and Ken Blanchard
Establishing an Effective Performance Management System
Partnering and the Performance Management System
Partnering as an Informal Performance Management System
CHAPTER 8 ESSENTIAL SKILLS FOR PARTNERING FOR PERFORMANCE: THE ONE MINUTE MANAGER®
Ken Blanchard and Fred Finch
Reprimanding Versus Redirection
The Fourth Secret of the One Minute Manager
CHAPTER 9 COACHING: A KEY COMPETENCY FOR LEADERSHIP DEVELOPMENT
Linda Miller and Madeleine Homan Blanchard
CHAPTER 10 SITUATIONAL TEAM LEADERSHIP
Don Carew, Eunice Parisi-Carew, Lael Good, and Ken Blanchard
Five Steps to High Performing Teams
CHAPTER 11 ORGANIZATIONAL LEADERSHIP
Pat Zigarmi, Judd Hoekstra, Ken Blanchard, and Drea Zigarmi
The Importance of Managing Change
Why Is Organizational Change So Complicated?
Change Gets Derailed or Fails for Predictable Reasons
Surfacing and Addressing People’s Concerns
Organizational Leadership Behaviors
Involvement and Influence in Planning the Change
CHAPTER 12 STRATEGIES FOR LEADING A CHANGE
Pat Zigarmi and Judd Hoekstra
Nine Change Leadership Strategies
CHAPTER 13 MANAGING A SUCCESSFUL CULTURE TRANSFORMATION
Garry Demarest, Chris Edmonds, and Bob Glaser
Culture by Default, Not by Design
Senior Leaders Are Skeptical about Culture
The Importance of a Compelling Vision
From Gung Ho! to a Proven Cultural Transformation
Managing a Successful Cultural Transformation
Critical Success Factors for Cultural Transformation
SECTION IV: HAVE THE RIGHT KIND OF LEADERSHIP
Ken Blanchard, Scott Blanchard, and Drea Zigarmi
Great Leaders Encourage Their People to Bring Their Brains to Work
What Impacts Performance the Most?
Being a Servant Leader Is a Question of the Heart
Servant Leadership: A Mandate or a Choice
CHAPTER 15 DETERMINING YOUR LEADERSHIP POINT OF VIEW
Ken Blanchard, Margie Blanchard, and Pat Zigarmi
Elements of a Leadership Point of View
Developing Your Own Leadership Point of View
Helping People Win at Work: A Business Philosophy Called “Don’t Mark My Paper, Help Me Get an A”
ONE: Don’t Mark My Paper, Help Me Get an A
TWO: Building the Right Culture
THREE: My Leadership Point of View
FOUR: The Simple Truths About Helping People Win at Work
Simple Truth 1. Performing Well: What Makes People Feel Good About Themselves
Simple Truth 3. It All Starts with Performance Planning
Simple Truth 4. The Biggest Impact on Performance Comes from Day-to-Day Coaching
Simple Truth 5. Trust Is Key to Effective Coaching
Simple Truth 6. The Ultimate Coaching Tool: Accentuating the Positive
Simple Truth 7. Redirection Helps Get Performance Back on Track
Simple Truth 8. Deliver Reprimands with Caring Candor
Simple Truth 9. Performance Reviews Should Be About Retaking the Final Exam
Simple Truth 11. Servant Leadership Is the Only Way to Go
Simple Truth 12. Celebrate Successes