Journey toward Servant Leadership Dan R. Ebener January 10 2015 .
The Journey to Servant Leadership - AVAPL Conference Presentations/Day 2... · The Journey to...
Transcript of The Journey to Servant Leadership - AVAPL Conference Presentations/Day 2... · The Journey to...
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The Journey to Servant Leadership
To Serve FirstVA Psychology Leadership Conference
May 23, 2015
Linda W. Belton, FACHEDeputy DirectorVHA National Center for Organization Development
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VETERANS HEALTH ADMINISTRATION 2
Think of an Historical Figure You Consider a Servant Leader.
Why?
Now think of someone who
has been a servant leader
in your life. Why?
What characteristics do you think of in a servant leader?
Toolkit Exercise
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VETERANS HEALTH ADMINISTRATION
VA’s Transformational Agenda
• Transforming models of care• Patient / family centered care• High performing teams• A culture of service
• Transforming relationships• Customer satisfaction/ Veteran experience• Civil, engaged workforce• Ensuring the public trust
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Transformational Workplace: All Things Connected
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Patient Centered Care; Customer ServiceSafe, Timely, Quality Outcomes
I CARE
IntegratedEthicsLearning OrganizationServant Leadership
CREW (civility)Systems Redesign
Diversity & Inclusion
Veteran-Centric
Leader-ship
EmployeeEngagement
TransformationisCultureChange
Serving the Veteran
Serving the Employee Serving the Organization
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VETERANS HEALTH ADMINISTRATION
What is Culture?
Taken‐for‐granted values, assumptions and expectations that characterize organizations and their members.
How things are really done around here (water cooler conversations)
Culture permeates the environment –for better or for worse
Culture is the anchor: what doesn’t changewhen everything around you is changing.
Culture change is a process: It takes time It’s built on behavior change
Culture change works best in a healthy organization.
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VETERANS HEALTH ADMINISTRATION 6
A Healthy Organization…
Nurtures Success in Complex &
Chaotic Organizations
Incubator for Transformation
Employees Choose To Work
Veterans Choose to Receive Service
VA
Connects all Employees Personally to VA Mission
A Healthy Organization is foundation, not
fluff
Balances Immediate Tasks
With Building Systems That
Strengthen Over Time
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VETERANS HEALTH ADMINISTRATION
“Ninety percent of what we call ‘management’ consists of making it difficult for people to get things done.”
Peter Drucker
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VETERANS HEALTH ADMINISTRATION
Servant Leadership is both a philosophy and a set of practices. Servant Leaders are persons of integrity who lead an organization to success by putting the needs of customers (Veterans), employees and communities first; sharing knowledge and power; and helping people develop and perform to their highest capacity.
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VETERANS HEALTH ADMINISTRATION 9
Leaders
Test of a Servant Leader
Do those served grow as persons? Do they become healthier, wiser, freer, more autonomous, more likely themselves to become servants?
Servant First, Leader Second
We’re all leaders, all the time.
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VETERANS HEALTH ADMINISTRATION
Research Shows…
Servant Leadership positively influences:• Collaboration & effectiveness (Parris & Peachey)• Service orientation (Wong & Davey)
• Helping / Organizational citizenship behaviors (Erhart)• Perception of fairness (Walumbwa)
• Influence of / satisfaction with supervisor (Laub)• Innovation (Jaramillo)
• Employee satisfaction & engagement (Cerit)• Communication and trust (Liden)• Supports organizational transformation (Patterson)
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VETERANS HEALTH ADMINISTRATION
10.8
17.5
24.5
0
5
10
15
20
25
30
No change inleadership practice
Good to Greatleadership
Servant Leadership
Fortune 500 Companies ROI (%)
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VETERANS HEALTH ADMINISTRATION 12
Encourage Growth to Reach Potential
Moral Authority
Concerned About Success of All Stakeholders
Self-Reflection, Humility & No
Spotlight
What is Unique in Servant Leadership?
Serve Others For Their Own Good
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WHY SERVANT LEADERSHIP IN VA?
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VETERANS HEALTH ADMINISTRATION 14
Servant Leadership Serves VA’s Transformational Agenda
• Personalized, proactive, Veteran-centered service
• Civil, engaged workforce• High-performing teams• Customer service• Results- driven• Links to: I CARE, ethics,
learning organization, diversity & inclusion, systems redesign, managing change, succession planning, psychological safety
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VETERANS HEALTH ADMINISTRATION
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VETERANS HEALTH ADMINISTRATION
Servant Leadership is Relationship‐Based
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VETERANS HEALTH ADMINISTRATION17
Supports Psychological Safety• Employee’s ability to ask questions
or bring up team issues without fearof reprisal or negative consequences
• Ability to STOP THE LINE! [Deming]
• Glitch hunts, not witch hunts!
• Learning and innovation are chilled in a fearful organization.
More later….
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VETERANS HEALTH ADMINISTRATION
Implementing Servant Leadership in VA: Challenges to Change
• Bureaucratic/ Political Environment
• Size• Realities of culture change• Misperceptions
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VETERANS HEALTH ADMINISTRATION 19
Common Misperceptions: Challenges to Change
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Misperception:
You can’t practice Servant Leadership in a government agency.
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VETERANS HEALTH ADMINISTRATION
Misperception:
Servant Leadership isn’t strong leadership. I don’t want to be seen as
a pushover.
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VETERANS HEALTH ADMINISTRATION
Servant Leadership: Not for the Fainthearted!
• It is not soft• Requires:
–Strength of self‐mastery–Strength of action–Strength of relationships
• In healthy organizations, power is the capacity generated by relationships.
• SL’s operate from courage, persistence, integrity, strong internal compass.
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VETERANS HEALTH ADMINISTRATION
Misperception:
The term “servant” is a turn‐off/ offends me.
Difference between “service”and “servitude”
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VETERANS HEALTH ADMINISTRATION
Misperception:
I can’t embrace SL if my supervisor doesn’t.
Don’t wait for the memo! ‐ Don’t underestimate your power to change the workplace.
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VETERANS HEALTH ADMINISTRATION
We’re all Leaders All the Time…
Everybody can be great because anybody can serve. You don’t have to have a college degree to serve. You don’t have to make yoursubject and verb agree to serve. You only need a heartfull of grace. A soul generated by love.
‐ Rev. Dr. Martin Luther King, Jr.25
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VETERANS HEALTH ADMINISTRATION
“When you’re a hammer, everything looks like a nail.”
Servant Leaders aren’t hammers: they’re the whole toolbox.
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VETERANS HEALTH ADMINISTRATION
Orchestrating Servant Leadership in VA
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Servant Leader-speak
from the top
Board Represen-
tation50+
Presenta-tions
VAACHEGreenleaf Conf.SingaporeCDC
OrganizationalHealthNewsletter
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VETERANS HEALTH ADMINISTRATION
Servant Leadership
in VA Leadership Programs
• Servant leaders get results• Supports a transformational
environment• VHA’s developing reputation as
a SL org• Now have assessment tool and
internal expertise• SL is already out there – a quiet
revolution (the org is playing catch‐up with what’s already going on!)
• Help new leaders develop new skills for new times
Growing Servant Leadership in VA
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VETERANS HEALTH ADMINISTRATION
Growing Servant Leadership in VA
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SL 180 Self-Assessment
180Ultimate goal: a
Culture of Servant
Leadership
360
SL 360 Self-Assessment
Org Health Web Sitehttp://organizationalhealth.vssc.med.va.gov/Pages/Default.aspx
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VETERANS HEALTH ADMINISTRATION 30
7 Pillars of Servant Leadership
2. Puts People First
3. Skilled Communicator
4. Compassionate Collaborator
5. Has Foresight
6. Systems Thinker
7. Leads With Moral Authority
1. Person of Character
7 Pillars
James Sipe & Don Frick (2009)
Contact Jaimee Robinson, NCOD for SL 360 / 180
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VETERANS HEALTH ADMINISTRATION
Sowing the Seeds….Making it Personal…
Connecting to the Mission…
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VETERANS HEALTH ADMINISTRATION
Translating into Practice: Building the Culture
• No playbook: only guiding principles• Every employee must translate principles into practice. • What is meaningful to me? • Why is this important?• What will I do differently?• What impact will I have?
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VETERANS HEALTH ADMINISTRATION
Relevance to Psychologists
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VETERANS HEALTH ADMINISTRATION
What Will SL Look Like for You?Non‐Supervisory Offering to help team members Say good morning; ask how someone is “Is there anything you need; I have the time.”Supervisory Communicate honestly / respectfully Give developmental opportunities to staff Share credit for accomplishments Listen; act on feedback Welcome feedback, even when it isn’t good news Be a coach, not a critic Model SL behaviors
Patient/Client
Staff
Super-
visor
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VETERANS HEALTH ADMINISTRATION
Servant Leadership……Why You?
• You have earned respect by your education, experience andinclination to serve• Impact on patients/clients• Impact on colleagues• Impact on culture
• You are systems thinkers – see connections and relationships• Some of you are in positions of authority now – or in future
• We’re all leaders, all the time.
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VETERANS HEALTH ADMINISTRATION
Servant Leadership is not a Race:It’s a Journey
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VETERANS HEALTH ADMINISTRATION
Commitment
What two things will I commit to doing to grow as a Servant Leader?
1._____________________________________
2._____________________________________
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VETERANS HEALTH ADMINISTRATION
Internal Dialog of a Servant Leader
Why do I serve?Service is not a byproduct of leadership: it is the whole point.
Whom do I serve?How do I define our customers? Our community?
How do I serve?‘Serve’ is a verb!
How do others observe me serving?I’m not a servant leader unless others see me as one.
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VETERANS HEALTH ADMINISTRATION
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For more information, please contact VHA National Center for Organization Development (NCOD)
Telephone: (513) 247‐4680 Email: [email protected]: http://vaww.va.gov/NCOD
http://www.va.gov/NCOD
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