Showing posts with label Servant Leadership. Show all posts
Showing posts with label Servant Leadership. Show all posts

Monday, May 16, 2011

A Master Teacher of Servant-Leadership through Caregiving: Larry Kinard

by Duane Trammell
Many of our Clients and friends are baby boomers who are caring for aging and ailing parents now. When this happened to me, I remarked…”they should have had a college course in this. I could have used it much more than Algebra.” But somehow, the right people come into our lives when we need them. Larry Kinard has been one of those special people.



Larry was a former manager who worked for TXU (now Luminant) and was in one of our servant leadership development classes for several years. We always liked Larry—he was bright, positive, insightful, witty, and always added dimension to the business challenges we tackled with his colleagues.


Fast forward to 2005. Larry’s life changed. His wife Marty, an educational psychologist had two debilitating strokes. Larry’s fulltime job became caring for Marty which included helping Marty through illnesses, navigating through doctor’s appointments, studying symptoms, treatments, care plans and how to do all the caretaking stuff. Anyone who has done full-time caregiving knows that it demands everything you have mentally, emotionally, physically, and spiritually…and then some more…and even more. Larry, in his compassion, simply calls it his “Doctor of Marty degree.”


Thanks to facebook, we reconnected with Larry and I came across his blog, “What I Learn from Marty.” In an incredibly humble, sincere, thought-provoking, tearful, humorous, educating, and spiritual (although he wouldn’t take credit for that) way, Larry chronicles the daily adventures of caring for a loved one who can’t care completely for herself.


Things sometimes come to us at exactly the right moment. For 15 years, I cared for my Mom in and out of illnesses. For 12 years, she lived with my Partner and me. In the last three years of her life it became more complex, challenging, and demanding. When I would be exhausted from an E.R. trip or frustrated or simply feeling sorry for myself, I would read one of Larry’s blogs. And it would help. Sometimes he would respond to a facebook post with words of support and encouragement. My caregiving ended over eighteen months ago, but his continues each day.

What I admire so much in Larry is that he not only cares for Marty, his beloved, but he also shares the most vulnerable part of himself with all of his readers—the little things he finds joy and meaning in AND the doubts, fears, anxieties, and frustrations that come with the territory. I look forward to Larry’s blog posts, although sometimes they are emotionally challenging to read. They evoke feelings, memories, and make me look at myself in ways that I wouldn’t otherwise. And when I want to bolster up my own servant leadership skills, I learn from Larry and his daily journey. Thanks, Larry.

Larry Kinard’s Blog “What I Learn from Marty” can be found at: http://martytalks.blogspot.com/

Wednesday, May 4, 2011

A Taste of Servant Leadership

If you go to Celebration Restaurant expecting excellent food and outstanding service, you will leave happy and satisfied. You will, however, have just experienced the two more visible reasons for the success of Celebration. The back story is that Celebration Restaurant and Market is a servant leadership organization.
There are many examples of how Ed Lowe and his partners have implemented servant leadership in both their professional and personal lives. One that comes to mind now is the story of Celebration’s Farmers’ Market which reopened for the 2011 season on April 30th. This story demonstrates two-way accountability, empowering people to be successful, and making a difference for the people served.
 
Celebration has long supported local farmers by serving their produce in the restaurant. The team began to discuss ways to strengthen this support and hit on the idea of a farmers’ market. Then because of the demands of work, the idea stalled. Finally Leah Ferraro, the manager of the Market, asked Ed about the status of the Farmers’ Market and when he told her he had been too busy to move on it, she asked two questions: l. Why hadn’t he asked for help? and 2. Would it be okay for her to take over the project? Ed gratefully turned it over to her and then supported her all the way.

Leah soon found that the easy part was lining up the vendors to come while the hard part was dealing with the City of Dallas. She kept running up against different stories as to what permits she needed, only to finally learn that the permit she was told to get didn’t actually exist. There were clear regulations for the large Dallas Farmers’ Market but all sorts of contradictory rules for the smaller ones. covering such things as health insurance, vendor fees and number of vendors. Leah eventually partnered up with some of the other smaller community markets to go before the city and change the regulations for these smaller markets. All along the way, she had the support and advice from Ed and her other Celebration partners.

Monday, April 18, 2011

Making a Difference: Servant Leadership in Action

Written by Nicole Lowe, Public Safety Telecommunication Supervisor, Carrollton Police Department



As we all know, servant leaders are found throughout an organization. They are not all at the top of the hierarchy. Nicole Lowe, a dispatcher for the Carrollton Police Department is a great example of a servant leader who positively impacts the people she works with as well as the rest of the police department and the Carrollton community.




Imagine yourself in a fire and police telecommunications center. Telephones constantly ringing, fire fighters and police officers demanding your attention on the radios, and monitoring three or four computer displays at once. Oh, and by the way, one minor misstep or miscommunication could cost a life! With all of this communication going on, you could imagine that communicating between telecommunication shifts or with other organizational departments would be an afterthought. We thought differently, however, and decided that a newsletter could be a perfect communication tool not only to communicate between shifts, but to our external stakeholders. Everyone wonders about the people behind the double blue doors. Who are we? Why did we choose to be a dispatcher? What is a day in the life of a dispatcher like? I decided we were about to show them.



I borrowed the newsletter idea from a co-worker that was a part-time employee at the time. I just so happened to observe her putting the finishing touches on the newsletter for the other company where she was employed. After asking her a few questions, I decided we needed a newsletter. At the time the newsletter was created, overtime was an everyday occurrence. Everyone came to work knowing they would have to work 12 hours. Other city employees would always express their gratitude and how sorry they felt for us. At first, I was glad to hear appreciation and concern from other city employees, and then I realized they thought we were overworked and didn’t enjoy our jobs.



I quickly sent the management team an e-mail asking them if they were okay with me creating a departmental newsletter. After I got the green light, I began soliciting feedback, ideas, and help from my co-workers. Since I borrowed the idea from Michelle, I asked her questions every chance I could get. She would always give me good tips and advice. The first newsletter was put together in 2 weeks. I remember Dustie and me working hard to come up with material for it. Michelle and I worked on the design part. To be honest, I think everyone helped me get the first newsletter out.



I think everyone was excited about our first newsletter.  I received a lot of positive feedback and helpful tips from my co-workers.  Since there had been a lot of projects that had been started and then stopped, everyone was waiting to see how long the newsletter would last.  I had already made up my mind that it was here to stay and I was willing to put in all the work.  I tried to make sure that I took the good and bad criticism in stride.  I didn’t want anything negative associated with our newsletter. I was always excited when I learned something new and when I sent the newsletter out every month. I began to see how “team” spirit grows.



That was three-and-a-half years ago. Now, 40 issues later, we have received two awards and had a lot of fun. I even spoke at a


professional conference to share how we use our newsletter to keep everyone in on what’s going on, build a caring, high-trust community and both model and teach servant leadership. By listening for questions and unmet needs we have been able to have some fun giving our leaders a voice in our newsletter and helping to turn problems into opportunity.
The CPD Newsletter staff
Tamara Perez, Rashahn Chatwin, Lori Ponder, Nicole Lowe & Cheryl Bramlett

Monday, April 4, 2011

Life/Work Balance: The Secret of Always Having Something Fun to Anticipate!

At the most recent Southwest Airlines Culture Committee Meeting, my good friend Scott Andrezjwski, who is an Aircraft Mechanic for Southwest Airlines, told me he had taken up a new hobby and was really enjoying it. Our team has been doing research for strategies to create and maintain extraordinary Life/Work Balance so my curiosity was eager to learn more. When I asked what triggered this change in his life, he shared the following story:

“To answer your question about daring myself to learn to play the piano.....You are to blame, Ann! Yes you! After last year’s Culture Committee Meeting that found you doing your playful, and not-so-polished tap dance in front of the group (as you said just like kids would do in a spontaneous show in the backyard), you asked us what our childhood dreams might be that we never had the courage to act on. I took that thought home. Besides my dream of becoming the next quarterback of the Pittsburgh Steelers, I always had a fascination with the piano. I don't know why. No one in my family played. In fact, I didn't know anyone that had a piano or played it. I'm racking my brain right now and still cannot think of why I liked the piano. I have never had a music lesson of any kind. I sang in the choir in Middle School, but that was about the extent of my musical talent. So, since my professional sports days are long past, I dared myself to learn piano. I guess it was my New Year Resolution.

I knew I wouldn’t find the time for individual lessons, so I found http://www.learnpianoonline.com. It didn't cost very much, so I joined. I purchased a very inexpensive keyboard. I figured if I didn't like it, I could always give it to a niece or nephew as a gift. My investment is minimal; I just have to find the time. I do it at home, at my own pace, without any pressure. It has been fun and Challenging!


I'm about midway through the lesson plan. The further along it goes, the harder it gets. I can actually read music now. That in itself is remarkable, but I still have a long way to go. I can play any beginners music now. Simple stuff like: “Mary Had a Little Lamb,” “On Top of Old Smokey,” “Skip to My Lou,” and “Jingle Bells.” It's been fun, but I wish life wouldn't get in the way so much. Our jobs, homes, family, relationships and hobbies take way to much time out of the day. Maybe that's why we all long to be that kid again. Life was so much easier back then.


Hopefully I will finish all the lessons. If I do, maybe I'll play my first recital during a Culture meeting. Whether I do or don’t perform for all our friends at Southwest Airlines, I’ll still have a fun new way to keep my life energized. It’s been fun learning and creating something new, something outside my comfort zone. I’ll keep you informed of my progress.”

I encouraged Scott to remember to enjoy this new interest purely for the fun of it and not with the expectations of mastery that he brings to his work as a top-notch Aircraft Mechanic. As kids, we only stuck with new interests as long as they were fun and that was a big part of the magic. Can you recall that sense of enticing pleasure and adventure?


I am remembering a great story from our good friend, Ed Platt, and electrical engineer who was then Plant Manager at a very demanding power plant in Central Texas. There was a great deal of stress due to contentious union negotiations. When I challenged the leaders of Ed’s company to find a fun hobby to explore and enjoy, both to increase their energy and to nurture their creative spirit, Ed discovered the fun of creating with stain glass. He would doodle designs in the endless business meetings that are part of being a plant manager. And then go home and head to his work shop after dinner to enjoy executing his ideas.


When his colleagues discovered his new hobby and how prolific he had become designing in stained glass, they asked how in the world he found the time. He responded, “It’s easy! I look forward to working with this creative outlet in the time I used to spend just feeling tired.” He noted that as a result of this new-found interest, he rested better and enjoyed more energy, more patience, and better attitude.


Remember as kids when we would challenge each other gleefully with, “I double- dog dare you!” Well I double-dog dare you to go find a new special interest and enjoy it just for the fun of it! As you do, notice the quality and quantity of fresh energy you experience. When something is fun for us, our brain emits endorphins which thin the blood, open tiny capillaries and enhance not only our energy and intelligence but also our creativity, immune system and patience. We sleep better and become more intuitive.


In essence, child-like play is the magic that makes all of life more rewarding, fun and productive. What’s fun for you and when are you planning your next adventure?

I Double-Dog Dare You!!!

Left, Gary Kelly. CEO Soutwest Airlines.
Right, Scott Andrezjwski. Aircraft Mechanic.

Monday, March 21, 2011

Servant Leadership Going Global!

It was very encouraging to discover that our blog and website is being used by people from around the world.


Poland, Latvia, Russia, Canada, South Korea, the Netherlands, France, Pakistan, Turkey, and several countries in South America. We are both delighted and humbled to learn that our learning community is expanding to so many corners of our planet. The term, servant leadership, is coming into daily language as more and more companies are recruiting for people well suited to be a respectful, collaborative servant-leader. Marketing is picking up the language and selling products and services based on servant leadership as more and more people understand that a culture that is leaderful produces much better products and services. Southwest Airlines, a 21 year partner with AMCA, describes their culture as leading with a warrior spirit, servant’s heart and fun-luving attitude.


We’d love to receive comments, stories and questions from our readers. How are you using servant leadership? What are the benefits? What are the challenges? One of the most encouraging benefits is when we bring these skills and attitudes home to our families and friends. We become more collaborative, appreciative and fun to be with. Everyone benefits because high-trust teaming is contagious just as is judgmental, dictatorial one/way leadership.


We have a very gifted business friend and client who took her skills as a servant-leader to South Korea to a business culture that was unfamiliar with servant leadership and a traditional top-down, command and control culture. Within the first year of her arriving and teaching and modeling servant leadership, productivity began to improve significantly. The work teams began to learn to communicate by taking more ownership for their work. She helped them learn to replace blaming with being curious about what may have contributed to the mistakes and made it safe to explore all the various factors. People began to enjoy their work more. It is fascinating that when you introduce this spirit of respecting each other, defining common goals and agreeing of how we will work together to achieve these goals, the productivity and joy to accomplishing work improves significantly.


We know this leadership transformation is happening all around the world in organizations, and communities. Greg Mortenson’s work in Afghanistan as described in his two books, Three Cups of Tea and Stones into Schools, describes servant leadership in action. Please tell us your stories and/or just leave your comments. We’d love to know who is listening and recognize your good work.

Warm regards,

Ann and all of us at AMCA


Tuesday, March 8, 2011

The Unlimited Power of Community

Book Review of Community: The Structure of Belonging by Peter Block




In my reading I have come upon three very powerful books that are awakening fresh insight and unlimited potential regarding most of our significant current challenges. The first is Community Building, edited by my good friend, Kazimierz Gozdz with articles by Peter Senge, Michael Ray and others. The second is The Abundant Community by John McKnight and Peter Block. And the third is Community: The Structure of Belonging by Peter Block. If you can only read one, begin with the last one by Peter Block.


In it he describes the power of belonging and being needed. We have outsourced so many of our needs to “professionals” that so many of us have lost our sense of being able to contribute meaningfully. By delegating responsibilities out to professionals, an unintended consequence is our loss of full purpose and self actualization. For example, we have delegated teachers to educate the young, while doctors and nurses have been given responsibility to keep us well. Police and fire fighters are supposed to keep us safe. Our elected representatives are given responsibility to govern. And on and on. What has gotten lost in the shuffle is our own responsibility to own our part in each challenge. For example, no one can keep me healthy if I don’t assume responsibility for pro-active wellness. One of the most important dimensions of living a meaningful life is to discover and grow our many gifts making life better for all.


In the second section, he contrasts stuck communities with redemptive communities.


In a stuck community:
- "We are a community of problems to be solved. Those who can best articulate the problems and the solution dominate the conversation.
- The future is defined by the interplay of self-interest, dependent on the accountability of leaders, and controlled by a small number of wealthy and powerful people, commonly lumped into the category we call “they.”
- Community action is aimed at eliminating the sources of our fear. We aim at a set of needs and deficiencies. In order to eliminate fear and respond to the neediness of our people, we try harder at what we have been doing all long. We lock down neighborhoods, build more prisons, and reduce tolerance to zero. We call for better programs, more expertise, more funding, better leadership, stronger consequences, and more protection. We are committed to trying harder at what is not working.


In the restorative community we move from:
-Conversations about problems to ones of possibility.
- Conversations about fear and fault to ones of gifts, generosity, and abundance.
- A bet on law and oversight to a preference for building the social fabric and choosing accountability.
- Seeing the corporation and systems as central to seeing associational life as central.
- A focus on leaders to a focus on citizens.


All this moves us from having faith in professionals and those in positions of authority to having faith in our neighbors. It changes our mindset from valuing what is efficient to valuing the importance of belonging.” (Excerpts from Chapters 3 & 4)


Block shines a bright light on a huge gap in our current society. Educators can’t give us a great education without the help and support of parents and the person doing the learning. The most important gift we can give ourselves is to choose to become an engaged student for life. As someone who is profoundly dyslexic, I found this to be a huge challenge. All the traditional ways of learning were not my most fluent. And yet I learned in the second grade that if I could find a classmate who was struggling to learn a subject (say it was math) and I could listen for that person, then I could learn successfully. I am a social learner and I learn best in community. Block explains that when we separate the art of learning from the process of learning, our spirit withers. And each of us have unlimited gifts to contribute to everyone around us when we begin to step beyond the formal roles we have assigned to each other.


He gives a fascinating example of a counseling center who gave up Medicaid funding because it required them to name and place a disease on the head of each person. The director, Tricia Burke, believed that labels can be toxic and limiting. For example, a program for battered women was renamed Women of Worth. When other mental health clients were given responsibility to plan and organize how they would spend their free time in a day program, they began to thrive out of the sense of purpose, shared gifts and recognition that this huge challenge presented. Some began to teach police officers what it felt like to hear voices and hallucinate, a piece of information critical to their role of responding appropriately. They taught Ohio state legislators that people who have mental illness are much more than their illnesses and have a great deal to give back to the community. They organized a wellness activity and volunteered their services to an animal shelter…all of which grew personal self esteem for each participant.


One concept that especially spoke to me was about romanticizing leadership. It is so tempting to delegate all the complex challenges we face to our president, the CEO, whoever holds the highest position. Yet they will be unsuccessful without the good ideas, energy and collaborative support of all those within our communities. One person can make a huge difference and the discovery of personal possibility by rising to help others is the redemptive strength of self actualization.

I encourage you to enjoy your own discoveries by reading Peter’s new book and then begin the journey of inviting those around you to rediscover the sense of purpose that comes from creative collaboration. For too long we have huddled together to be critical of each other, and pointed fingers at all those in authority. Hopefully we each have known the pain of failure and have some compassion for having taken on a huge challenge only to fall short. But I am also hoping that each of us have dared to rise to a challenge that we could not turn away from, asked for help from others and discovered the break throughs when we dared to believe in the impossible and banded together to not stop until we have achieved our shared vision. This is why and how servant leadership is so powerful. When each of us chooses to become both a leader where we see opportunities to lead, and a follower who supports the success of those around us, in this spirit our lives and communities will thrive.

Get ready to discover new ways to think about community and be inspired to take action!

Ann McGee-Cooper



Monday, December 27, 2010

Lessons in Servant Leadership - Dinner with Abbot Damien - Part 4

Part 4 of a 4 part series from Lt. Matt Kosec AMCA Adjunct Partner of Criminal Justice and Public Sector Affairs, from his week of graduate studies in advanced servant leadership in a Benedictine Monastery.

“The servant always accepts and empathizes, never rejects. The servant as leader always empathizes, always accepts the person but sometimes refuses to accept some of the person’s effort or performance as good enough.”

-Robert K. Greenleaf




When I first arrived at St. Andrew's Abbey it was impossible not to notice one or more of the 21 monks walking around in their distinctive black habits.  Having never spent any time at a monastery I quickly lumped them into my image of a monk; pious, sincere, and forgiving.  In my mind they were, of course, nearly perfect.  How ironic -  I bristle when someone lumps me into all of law enforcement when they see me in uniform.  How easily one forgets.  These pre-suppositions can also happen when we revere someone in a formal leadership position.  It can be forgotten that they are individuals with personal struggles just like the rest of us.

The Rule of Benedict by which Benedictine monks structure their communities provides great power and authority to the Abbot.  The Abbot is described as an individual who will be held accountable for the salvation of all members of the community.  His raw power is balanced with an admonishment to always take counsel with all community members when making a decision and to use disciplinary power cautiously.  The Abbot is elected by all of the monks, although there is no campaign associated with modern elections.  In fact, an individual cannot be nominated or nominate himself.  He is purely chosen by the community.  As one of our instructors, John Horsman, Ph. D, described, “If you want the job, you probably aren't eligible.”

St. Andrew's Abbey is led by Abbot Damien.  He is only four months into an eight year term.  The monks honored us with a celebration dinner on the last night of our stay.  Unlike the other meals taken in the same refectory but at separate tables from the monks, the festival dinner was purposefully set up so students would be interspersed with the monks.  I was one of the last students to walk in and I noticed that while my fellow students had eagerly sat near and engaged the monks, Abbot Damien sat somewhat alone at the head of the table.  I decided this was an excellent time to challenge my pre-suppositions concerning the formal leader of this organization.

The monks of St. Andrew's Abbey were consummate hosts, and Abbot Damien was no exception.  Like the other monks, he was soft-spoken and chose his words precisely.  Once again I found myself listening very carefully and finding profound wisdom in nearly every word (well, except his one joke about Texas).  The Abbot and I were able to quickly engage in a conversation about the parallels between monks and police officers, including my aforementioned discussion on my assumptions on monks and the monastic life.

Another monk had told me that an individual had spent three years at the community, the typical time before a monk takes his final vows.  The individual was ready to commit to the community and had dreamed of doing so his entire life.  He was prepared for the ultimate vow of stability.  The problem was, however, the community had decided that he was not a right fit.  A monk must be accepted by the entire community, not just the Abbot.  This was explained to the individual and he finally left.  Abbot Damien had made the final decision.

This event weighed heavily on Abbot Damien.  He had contemplated, prayed, and consulted extensively.  He understood that a decision to decline acceptance to the community would not only be heartbreaking to the individual, but it could also be misconstrued as commentary on his self-worth, piety, and commitment.  None of those were in question; it was simply a matter of the community being able to make a lifelong commitment.  Remember, these monks live, eat, and work every moment of their lives together.

Abbot Damien said that although it was an incredibly difficult decision to make, he knew he made the right one because it would benefit the individual in the long run.  He knew it would require courage to have faith that this individual would have been disappointed with monastic life in this particular community.  While Abbot Damien had to protect the best interest of the community, his bigger concern was the welfare of the individual.  It was one of the most difficult decisions he had ever had to make because of the person's lifelong commitment and dream of belonging to this religious order.

I drew another parallel with law enforcement.  It is not uncommon for police departments to hire people who have held a lifelong dream of being a police officer.  Often they purposefully studied criminal justice and took extensive steps to prepare themselves.  On occasion, however, after the long academy and field training process they are separated from the organization.  There are many reasons why it happens, but sometimes the newly hired officer cannot understand why they are being terminated.  Like Abbot Damien, however, the police manager who makes the decision often does so with the best interest of both the department and the individual in mind.

One of my fellow Gonzaga University students, Andrew Burns, gave an excellent toast in which he listed character traits that we, as students, felt the monks helped us to form and develop.  Afterward, Abbot Damien confided in me that he was uncomfortable when Andrew noted these traits.  He explained that he did not think the monks provided this insight – he felt that all of us had carried those traits into the monastery with us.  I thought for a moment and I agreed with him, however, I also suggested that he and his monks had drawn out those quality traits from within each of us.  The monks, through their awareness and leadership, had called forth these traits and made us more whole.  Abbot Damien chuckled and said, “You are right, but you know what Matt?  You guys have also done that for us, as monks.  That is why we love having you.”  As an Abbot who carries heavy weight when making decisions about his people and who understands capacity to call forth the best of each person, Abbot Damien is clearly a servant leader from whom I learned a great deal from.

There is one other important point to note about this dinner conversation.  When you sit next to the Abbot, you have access to the best beers in the room.  And naturally, out of sheer politeness, I could not refuse his offer of a giant slice of chocolate cake.

Abbot Damien & Matt Kosec


Photo Credit: Sarah Medary

Monday, December 20, 2010

Lessons in Servant Leadership - Courage in Growth - Part 3

Part 3 of a 4 part series from Lt. Matt Kosec AMCA Adjunct Partner of Criminal Justice and Public Sector Affairs, from his week of graduate studies in advanced servant leadership in a Benedictine Monastery.

“…the servant views any problem in the world as in here, inside oneself, not out there. And if a flaw in the world is to be remedied, to the servant the process of change starts in here, in the servant, not out there.”

-Robert K. Greenleaf




Another day, another monk.  Not unlike the other times I have spent with monks, today's interview with Brother Gene was extremely rewarding.  I have learned that once a monk takes his vows he no longer uses his birth name.  Instead, he provides a list of three Saints from which the Abbot either picks, or the Abbot can assign a different name.  While I am not familiar with the vast array of Saints, I didn't think “Gene” sounded like a Saint.  My hunch was right – Brother Gene has only been with the community for 48 days and thus he is still uses his birth name. 

I quickly realized that Brother Gene would provide wonderful insight as a newcomer, but it was made even more valuable by his experiences in his previous life.  Not long ago Gene was a high ranking official in a private corporation.  At St. Andrew's Abbey new monks are encouraged to retain their worldly possessions for the first couple stages, just in case.  Gene did not believe he could be committed with this rescue net beneath him – he gave away his $170,000 a year job, BMW 750i, 3,000 square foot house, and cashed in his entire retirement account before entering the monastery (see previous post on vow of stability!).

Although it is easy to project the concept of near-perfection upon a monk, once you spend some personal time with them you quickly discover their ease in admitting flaws and weaknesses.  A monastery is a community of imperfect individuals, and thus it is not surprising that conflicts can develop.  When I asked Gene how interpersonal conflict is handled in the monastery he courageously shared the story of a monk who was making mean and disheartening comments to him.  Clearly it hurt Gene.  He had poured his heart into the community and this individual was making him feel unwelcome, so much that he even questioned his decision to join a religious order.

Brother Gene prayed, meditated, and consulted mentors.  He described an epiphany that showed courage of heart; this situation was an opportunity to learn something about himself as well one of his brothers.  He admitted his first reaction was, “Well screw you!”  His revelation, however, was that this was an opportunity to learn about himself.  He took personal responsibility for the situation and discovered that while it was uncomfortable and hurtful, the individual's comments revealed a flaw within himself.  He stated it was an opportunity to become more whole.  Additionally, he viewed it as an opportunity to love his brother more deeply.  He consulted with other monks who better helped him understand this particular peer.  He feels as though he grew and become a better individual through this communal experience.

The servant leader views every problem in the world as beginning within themselves.  What can I do to better this situation or problem?  If I am in fact imperfect, then what flaw does this situation reveal about myself and in what ways can I grow?  It takes courage to move past emotional reactions and towards forgiveness.  As Brother Gene discovered, it can take time, mentorship from respected leaders and counselors, and careful self-reflection.  It also takes humility to understand that admitting a flaw does not compromise your position or status in the world.  If anything, it makes you a more complete individual and member of the community.  Brother Gene's humility in handling this situation is a model for any individual on the lifelong journey of servant leadership.

As a new member, one of Brother Gene's responsibilities is to ring the bell that notifies the community of worship services five times daily. Yes, that is ear protection he is wearing!


Photo Credit: Sarah Medary

Monday, December 13, 2010

Lessons in Servant Leadership - Vow of Stability - Part 2

Part 2 of a 4 part series from Lt. Matt Kosec AMCA Adjunct Partner of Criminal Justice and Public Sector Affairs, from his week of graduate studies in advanced servant leadership in a Benedictine Monastery.

“…the only authority deserving one’s allegiance is that which is freely and knowingly granted by the led to the leader in response to, and in proportion to, the clearly evident servant stature of the leader.”

-Robert K. Greenleaf


Day two of experiential learning at St. Andrew's Abbey, a Benedictine monastery, has been filled with more discovery of the unique relationship between the individual and community.  It is a rare situation when an individual can successfully live in solitude.  The earliest monks fled the city and lived alone in  caves.  While these conditions would seem to nurture self-discovery, it actually led many of them to “monk-rage,” a condition of insanity.  During my days at this abbey I have not seen monk-rage, although one monk got pretty mad when one of my classmates dropped and broke a ceramic gift.

The Benedictines learned long ago that organizational mission is much easier to accomplish in community.  However, community is not built by merely placing individuals together.  The foundation of Benedictine community is a “vow of stability.”  This is the commitment a monk makes not to God (that would have already been addressed to make it to this stage), but to the community of fellow monks.  It is a commitment that says, “I am staying here until I die, I will not leave when times get tough, I am here for the long term.”  One of the instructors this morning, Michael Carey Ph. D, suggested that relationships are difficult to build if we are constantly worried about the other party leaving or backing out of the agreement.  Thus, when a monk wrongs another they understand that eventually it must be dealt with.  Much to my surprise, yes, monks wrong each other.  While I was expecting a much more gentle explanation, Father Isaac told me this morning, “Monks can be assholes, too.”  Underlying the forgiveness is a trust in the vow to one another.

In my organization, the Carrollton Police Department, officers do not make a lifelong oath to the organization.  They do, however, take an oath in which they commit to protecting the community and making personal sacrifices.  This oath is not unlike the Benedictine vow of stability.  But how does this apply to an organizational sense?  It seems unreasonable for an organization to ask for a lifetime commitment, right?

What I have come to understand is that while an organization cannot ask for a lifetime vow, the leaders of an organization can ask for a here-and-now commitment.  It is not an unreasonable request of employees to be honest, transparent, and committed to the mission of the organization - today.  Good leaders do this, but it is often with mixed results.  Why do employees sometimes fail to fully commit?  I believe it is often because the organization, or the formal leadership of the organization, fails to uphold their part of the vow of stability.  It is unreasonable to ask for such a lofty commitment from an employee when the organization does not proving an equal commitment of stability.

In Saint Benedict's Rule the Abbot is the highest official of the monastery.  Benedict is clear the Abbot has absolute authority in managing the monastery.  However, he is careful to tell the Abbot this power should be used in moderation and cautiously.  Most importantly, the Abbot is reminded that he is to provide for all of the needs of the monks, leaving them with no unreasonable want.  The logic, according to Benedict, is that if the monks' needs are met they will be able to focus on the mission of the organization.  Thus, while Benedictine monasticism does require a vow of stability from the monk, the organization also makes a reciprocal and equally important commitment.

To the servant leader this should sound like a familiar concept.  Like the Abbot of the monastery, the servant leader understands that he or she must strive to always help their constituents become, as Greenleaf said, freer, wiser, and more autonomous.  The would-be servant leader who finds themselves as a manger or CEO of a modern organization may not be able to provide for all the wants and needs of their employees.  Shrinking budgets and shareholder expectations often make this impossible.  However, this does not mean the leader cannot make a commitment to the employee to always have them in the forefront of mind.  Vows are built on trust, and trust is earned.  Only then can the leader reasonably expect their constituent to join them in a vow of stability.

A monk’s vow of stability includes burial in the St. Andrew’s Abbey Cemetery.

Monday, December 6, 2010

Lessons in Servant Leadership from a Monk - Part 1

Part 1 of a 4 part series from Lt. Matt Kosec AMCA Adjunct Partner of Criminal Justice and Public Sector Affairs, from his week of graduate studies in advanced servant leadership in a Benedictine Monastery.


“…only a true natural servant automatically responds to any problem by listening first…The best test of whether we are communicating at this depth is to ask ourselves first: Are we really listening?”

-Robert K. Greenleaf


One of the major advantages of being a graduate student is the freedom of new experiences in the name of one's studies.  This advantage is even more pronounced in the Gonzaga University Masters of Arts in Organizational Leadership program.  Stuffy classrooms saturated with dry lecture from a Ph. D. who has not seen the inner workings of an organization for thirty years have been replaced with one week retreats at a working monastery in California.  And now you ask, “What?!  A monastery?”

I am writing from St. Andrew's Abbey in Valyermo, California.  “In” is used very loosely – I find myself in the high desert far from civilization.  I may be away from the towns and cities we disingenuously call “communities,” but I am right in the middle of a healthy (albeit imperfect) community.

The course is called “Leadership and Community.”  The purpose of the course is to examine, “the dynamics of the development of the self within the context of community, as developed by Benedict of Nursia in the 6th century and practiced by Benedictine monasteries in the 21st century.”  The goal is to understand how a guiding document written over 1,500 years ago provides the foundation for healthy community.  More importantly, I am to take my monastic experience and learn how I can apply it to life in a secular organization.

I had a hard time seeing this application at 6:00AM as I observed the monks chanting at “Vigils.”  The 7:30AM “Lauds” did not provide any more clarity.  Had I given up my entire week for an experience that is too abstract for a non-Catholic to understand?  And then I met Brother Bede.  Brother Bede is one year into his initial three year commitment (its a life commitment at the next stage).  In my profession he would be called a “rookie.”  Brother Bede's wisdom, however, far exceeds his 33 years of age.  I took part in a one hour question and answer and then was privileged to work in the monastery library with him.  I would have thought it impossible to learn so much about the relationship between an individual and a community in such a short time from only one man.  I was proved wrong.

Brother Bede started by explaining his opinion that in the pursuit of one primary goal many other things of greatness can be accomplished.  It is critical, however, to never forget the primary goal.  For Brother Bede and his fellow monks the primary goal is a spiritual relationship, but so many other appreciable things have come from monastic life.  I was quick to point out my favorite monastic by-product of salvation - beer brewed by monks.  The message is that leaders must never lose focus of their primary goal, but also be able to appreciate the accomplishments of the journey along the way.

Brother Bede pointed out that the first word in Saint Benedict's rule is “Listen,” standing on its own.  He reminded us that in Benedict's time economy of words were important due to inaccessibility of paper.  Bede explained how he has learned to “listen to life.”  He recognized that in his previous life he did not have many true discussions with others, instead calling them “mutual interruptions.”  He advocated a “listening attitude” to life.  When value is placed on words and we break through the constant bombardment of wasted words, wisdom is found.  Robert Greenleaf described this as the servant leader's aspiration to always “listen first.”  Last night the “grand silence” started at around 9:00 PM; no talking is allowed at the monastery until after breakfast the next day.  It was definitely awkward, but as soon as I was allowed to talk I began to better appreciate the economy of words, and I felt more purposeful in making the words meaningful.  Could you imagine an organization that was founded on such purposeful and mindful communication?

It is easy to be lulled into the perception that the monastic community of St. Andrew's Abbey is perfect.  Brother Bede was careful to point out that it was not.  What was important, however, is that the organization continues to evolve and grow better. Sometimes this comes with pain and suffering.  The struggle is to find what principles cannot be sacrificed (for the monk, their relationship with God), and which need to evolve for the health of the community.  For example, Saint Benedict advocated infrequent bathing, a vegetarian diet, and the constant wearing of the monk's habit.  All of these areas have evolved, and while Brother Bede noted there exists debate in the community, he noted that debate was a result of growth.  It makes me wonder what areas in my organization are sacred and shall never be sacrificed, but which one's need to evolve for the welfare of the community and to help members of the organization better accomplish that which is sacred.

I thought I would have to struggle to translate the monastic vision of a community into the organizational sense.  Brother Bede shattered that perception and laid it out before my eyes.  I look forward to continuing to learn from the wisdom of an organization that is over 1,500 years old.  Oh, and by the way, monastic chocolate cake is phenomenal!

Lt. Matt Kosec


The Reflection Pond of St. Andrew’s Abbey





Tuesday, November 30, 2010

The Application of Servant Leadership Requires Sacrifice, Humily, and Service

AMCA and Luminant Comanche Peak Nuclear Power Plant have been partnering together to build a culture of Servant Leadership since 1990.  Kurt Schultz, an employee at CPNPP, recently sent us an excellent definition of servant leadership in a short paper his 15 year old son, C/Sgt Steven Schultz, wrote about the role that service and sacrifice play in leadership.  Sometimes the voice of the very young brings profound wisdom to those who listen.

The Philosophy and Ethos are the mindset of the Advanced Training Squadron.  The Philosophy and the Ethos are two separate, but similar documents that work together to promote a common purpose.  The Philosophy and the Ethos (hereafter referred to as Philosophy) are a mindset not only of leadership, but also of followership, stressing attributes such as sacrifice, humility, and servitude. 

One of the points that really stood out to me was how much the Philosophy stressed sacrifice as a leadership trait (or attribute).  In almost every passage of the Philosophy, sacrifice played a large role.  You sacrifice your time to help a younger cadet.   You sacrifice your individuality by submitting to rules and holding yourself to the same standards as your cadets.   Finally, you sacrifice your pride by accepting graciously the hardest, least desirable jobs, especially when you could choose to delegate them.    

The Philosophy also stressed the importance of humility and servitude in a leadership position.   The Philosophy clearly states that leadership is serving the follower.  This philosophy of servitude relates back to sacrifice in that you must be ready and willing at all times to give up your privileges and personal comfort for the benefit of those you command.  My understanding of humility, in regard to leadership and sacrifice, is being selfless enough to respect and obey your superiors while at the same time remaining humble enough to not command your subordinates like a diabolical dictator.  

The Philosophy is all of these traits - sacrifice, humility, servitude, and more - rolled into one: Leadership.  The Philosophy is not leadership, nor can it make you a leader; it specifically states that.  However, an understanding of the Philosophy and the ideals contained within it can help to smooth the transition between knowledge of leadership and application of leadership.

C/TSgt Steven C. Schultz



Steven is a member of the Civil Air Patrol 441st Composite Squadron in Granbury, TX.
The Civil Air Patrol is a volunteer organization that is an auxilliary of the US Air Force.
For more information about the Civil Air Patrol, click here: http://en.wikipedia.org/wiki/Civil_Air_Patrol

Friday, November 12, 2010

Issom Willis, 24 years of Extraordinary Customer Service for SWA

Since I first began flying SWA in and out of Lovefield, I’ve noticed the Extraordinary enthusiasm and ‘can do‘spirit of skycaps at SWA.  One who immediately won my heart over and over is Issom Willis who proudly welcomes Customers at Lovefield baggage curbside check in.  But what he does is just the way Southwest teaches all their Employees to serve Customers. Warrior Spirit, Leading with a Servant’s Heart and Fun-Luving Attitude defines the spirit of SWA.

Many years ago I was traveling with a large brown cardboard box of books that had been rained on while waiting to be loaded into the belly of the plane. As it comes off the conveyor belt, my box had come apart at all the seams with books spilling out everywhere.

Issom sprang into action. Out of nowhere he appeared with a large roll of strapping tape and helped gather up all 48 books. Carefully he re-taped my box and helped tuck each book back into place saving me several hundred dollars in precious inventory.

When I offered him a tip, he refused, assuring me that he was only doing his job. “We hope you will come back every chance you get and fly Southwest. And I’ll be here eager to assist you!”

That was many years ago. I can’t tell you how frequently Issom goes the extra mile. I can tell you that he’s won a special place in my heart and Customer loyalty to SWA that won’t quit!

Friday, October 29, 2010

Southwest Airlines Goes All Out for Halloween: Tom and Renee Earned a Standing Ovation


Three tired travelers raced to gate 43 at Houston Hobby Airport, hoping to fly home on standby. Two Southwest Airline Gate Agents, Renee and Tom, decked out in festive T-Shirts quickly and efficiently found three open seats and "cackled" gleefully, knowing they had just won our hearts with great Customer Service!

Thanks to skycap, Ozzie, and flying Business Select (great deal! Only costing a few dollars more) we were able to zip through security, catch an earlier flight and arrive home an hour and a half early! Now that’s Spooky Spectacular Service!

Every Halloween SWA goes all out with gate agents decorating gates and wearing really creative costumes on Halloween. Check out the haunted forest and Halloween space aliens at two gates at Hobby. They really know how to keep you laughing and entertained while flying safely on SWA. Great job by a great team!









Tuesday, October 19, 2010

The Calling of a Servant’s Heart

For most police officers or fire fighters their badge number is something they will always remember and cherish.  Organizations assign numerous employee or payroll numbers, but none hold the significance of a badge number.  In most cases it is a connotation of seniority; or a reminder for the new officer the lack thereof.  Regardless, the badge number represents far more than a mere personal identifier.

Officer Rutherford
Officer Wes Rutherford, one of two Personnel Officers of the Carrollton Police Department, plays many roles in recruiting, interviewing, and hiring new officers. He performs the technical aspect of assigning badge numbers to new officers.  Numbers are sequentially assigned upon hire.  During 2010 the Department crossed the threshold into the 900 series of badge numbers.  Wes demonstrated foresight when he realized that badge number 911 would have the potential to be much more symbolic beyond the new officer to whom it would be assigned.  As he imagined what it would be like to wear Badge 911, Wes realized that it was an opportunity to uniquely honor the fallen police, fire, and other first responders of the September 11, 2001 terrorist attacks in New York City.

Wes immediately presented his case to the Chief of Police to not issue Badge 911.  Instead, the badge would be retired – never to be worn by a Carrollton Police Officer – in memory of those who gave their lives in service to others on that unforgettable day.  Chief Rex Redden recognized this was an excellent opportunity to, “honor the first responders who lost their lives during the response to 9-11 and to serve as a reminder to future officers that this job requires sacrifices, possibly even the ultimate one in the service of our community.”

Badge 911
Wes quietly ordered a beautiful display box and plaque built for the badge.  There was no pomp and circumstance to retire the badge.  Wes simply carried the display box into the Carrollton Police Department and personnel began to see it.  Not only were officers amazed at the beauty of both the display and the gesture, but undoubtedly it helped them to think about the badge they wear.  It is a reminder they have chosen to be one of the most visible servants of the community.  They also realize that while it is unlikely, they may be called someday to run towards certain death while others are running away.  Just like retired Badge 911 that is proudly displayed in the Carrollton Police Department lobby, each officer’s badge number stands a symbol of a servant’s heart that has guided them to their calling.  

What is your servant’s heart telling you?

Please feel free to stop by the Carrollton Police Department, located at 2025 E. Jackson Road, Carrollton, Texas to see Badge 911 proudly displayed.  While you are there, thank Officer Rutherford for reminding the officers of the Carrollton Police Department of exactly what it means to put on that badge each and every day. 

- Lt. Matt Kosec

Thursday, October 7, 2010

Energy Memories and the State Fair of Texas

One of my favorite learning activities we do in our You Don't Have to Go Home from Work Exhausted! workshop is to recall favorite moments in your life and use these as reference points to create new energy. Sometimes, Ann will lead participants in an imaging exercise recalling favorite ways we played as children; other times we will talk about fun things you can do in 2-5 minutes, on weekday evenings, while commuting, or making a mini-vacation out of every weekend. And what is really fun is to combine these two concepts and do something now as an energy break that was fun for you as a kid.

During October, one of my favorite memories from childhood was getting a day off from school, riding the bus, and going to the State Fair of Texas. My mom grew up in the neighborhood around Fair Park. My Dad's favorite moment was traveling to the State Fair from Gatesville, Texas during the Centennial and tasting a hamburger for the first time (at 9:00 AM in the morning!). While in elementary school, I entered some oil paintings in the Arts and Crafts Competition and won a giant blue ribbon. And, then...of course...there is the decadent food...Fletcher's Corny Dogs, Funnel Cakes, Jack's French Fries, Turkey Legs, and anything and everything that can be fried. This year’s specialties include fried s’mores, fried Fritos pie, and fried margaritas...just to name a few.

This will be the first year that we head out to the fair without my mom.  In previous years, we would make a short visit of a few hours to relive a few memories. We would find a great place to sit and do some people watching, taste a few decadent treats, see the new car prototypes, look at the proud winners of the jelly and preserve competition, and watch kiddos try to win a stuffed animal on the Midway. This was one of our favorite family times of the year... reliving a few memories for two generations of childhood fun.

Reliving favorite memories works.  Although there may be a brief moment of sadness this year, the great times we had together will bring joy and energy to our lives.  One of the wonderful advantages of having moved downtown is that we can easily take the train to the fairgrounds.  While we will likely pass up the fried beer this year, it is very likely that we will split a funnel cake in someone’s honor!

- Duane Trammell

Tuesday, July 6, 2010

TRIPLE BOTTOM LINE


Leaders have a powerful opportunity to transform the results of their businesses and win a high new level of ownership and loyalty from Employees and Customers by replacing the traditional single bottom line accounting to a triple bottom line. A triple bottom line balances profitability, people (how Employees, Customers, vendors, supplies, and people in the community are treated) and planet (responsibility for the environment).

A pace-setting example of this is Southwest Airlines, a company who has long been known for being a great place to enjoy an inspiring career and team with highly motivated and supportive people. Warrior spirit, leading with a servant’s heart and fun-loving attitude define the spirit of Southwest. And in the last few years, they have added serious environmental stewardship to the list.

In the April, 2010, Spirit Magazine, Gary Kelly tells about new initiatives coming from their “Employee-led Green Team, which is striving to put a green filter on business decisions and improve our operations.” They are announcing their Green Plane which is part of their Next Generation initiative to encourage their industry to think green and support innovation to lower greenhouse gas emissions and fuel consumption by 6-15 percent. This new plane is testing new materials and design to decrease weight per seat, increase wear and reduce waste sent to landfills.

When companies begin to do this well, they get a bounce from a triple bottom line to a triple TOP line as Employees, Customers, vendors and people everywhere feel inspired to support doing the right for our natural environment. Thanks, SWA, for inspiring your industry to do the right thing and find environmentally friendly ways to provide air transportation. We are proud of own Southwest stock and be your loyal customers.
Note: Southwest has long had a tradition of capitalizing People, Employees and Customers as a way to show respect.

More information about SWA's green plane can be found  here.

Friday, June 11, 2010

Contagious Acts of Kindness: Servant Leadership at 7 AM

             Cynthia Watson, one of the executive leaders in our Virtual Servant Leadership Learning Community, shared a story of a morning recently when she was feeling very peaceful while in line at Starbucks when a person stepped in front of her. Not wanting to confront the person, she continued to enjoy her state of being at peace with the world.
            When it was her turn to order coffee, the barista told her that her order was already paid. Surprised by this, when Cynthia asked by whom, the barista told her by the person ahead of her.  He confessed that he had broken in line rushing to another appointment and she graciously said nothing. He wanted to thank her by paying for her order.
            She noted how contagious a simple act of kindness can be. This is another trait of service through personal genius. Hospitality, creativity, being at peace with the world, making space for others and affirming them and their needs are all opportunities to make a difference.

*FYI – Liberty Mutual runs the series of commercials where people help out one another.  Most of the commercials show someone observing people helping each other and then the observer helps someone else.  It is interesting because it isn’t a direct chain and emphasizes that one never knows where the ripples of one’s actions (positive or negative) will go.  So what will you choose to do today to plant the seed of compassion, empathy and nurturing the best in those around you.  This certainly seems to validate the quote from Mahatma Gandhi, “We must be the change we want to see in the world.”