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![Page 1: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/1.jpg)
The role of Trust
The Integral Leader
Public Service Winter School5 February, 2014
Fons Trompenaars
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What is Trust?
trust (n.) c.1200, from O.N. traust "help, confidence," from P.Gmc. *traust- (cf. O.Fris. trast, Du. troost "comfort, consolation," O.H.G. trost "trust, fidelity," Ger. Trost "comfort, consolation," Goth. trausti "agreement, alliance"). Related to O.E. treowian "to believe, trust," and treowe "faithful, trusty" (see true).
(1.)[Dictionary Definition]: trust: the faith or conviction in the loyalty, strength, veracity, etc., of a person, process or thing; reliance on the truth of a statement etc., without examination. (Oxford Dictionary).•••••••••••••••••••••••••••••••••••••••(2.)[Dictionary Definition]: faith: confidence, belief, reliance, especially without evidence or proof; spiritual apprehension of divine truth or intangible realities. (Oxford Dictionary).
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Your clients and partners
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Einstein: "You can't solve a problem at the same level it was created"!
Whilst all organizations share the same types of problems during these difficult times, their approach to them is usually culturally biased and often set in their past.
New innovative solutions are required that are grounded in sharp strategy, understand the organization's values, reconcile the competing demands of the perspectives of all stakeholders including shareholders, employees and customers, plus solid branding and impeccable design.
Innovation
Leadership
Sustainability
Globalization
Doing More with Less: Main levers to pull
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Dilemmas of Trust
On the one hand On the other hand
Rule Relationship
Walk, practicing Talk, preaching
Rapport Report
Speed Patience
Courage Caution
Error Correcting
Trust Control
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Approaching Dilemmas: Navigating Strategic Tensions
To Trust is
to combine Values that are not easily joined…..
Therefore scarce...
Therefore profitable….
And that is what servant leaders do
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Servant Leadership (Greenleaf)
“Servant Leadership is enabling others to perform better”
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Main dilemmas (1)
8
On the one hand … On the other hand …
We see collaboration as important for the ongoing success of the service provision
We want to ensure that we are properly recognized for our contributions
We want to have shared facilities and “one stop shops” with other public services
We want to retain our separate identity and role
We need to standardize our systems to ensure the long-term sustainability of the organization
Many of our systems vary throughout each project and are well received and understood by all
We need high levels of professional specialist expertise to deliver specialist care
We need to develop new ways of delivering care across professional boundaries by multi-skilled workers
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Main dilemmas (2)
9
On the one hand … On the other hand …
People working close to the patients are experts of the issues at that level. We want to encourage individuals to participate their ideas and experience to this change process from the bottom up
Our organization is large and requires strong, top-down leadership to manage this change process
NHS faces financial pressures and cost saving schemes being developed
Developing patient-centered care that is safe, timely, efficient and effective
Development and change is required to meet future needs and requirements
If it works don´t fix it
We want to focus on what we do well as an organization to ensure we deliver excellent services to our customers
We need to work in partnership with other organizations to deliver results more efficiently
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This approach leads to concrete and measurable actions…Im
pa
ct
Time
RecognizeIncrease
Awareness
RecognizeIncrease
Awareness
Respect Appreciate
Cultural Differences
Respect Appreciate
Cultural Differences
ReconcileResolve
Cultural Differences
ReconcileResolve
Cultural Differences
Realize and Root
Implement Reconciling Actions
Realize and Root
Implement Reconciling Actions
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“Servant leaders have the propensity and competence to
help organizations and its teams reconcile dilemmas for
better sustainable business performance”
Core Proposition
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Some hard evidence
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Source: 21 Leaders for the 21st Century p429
Correlation (Spearman’s coefficient of rank correlation)
Correlation between reconciliation and 360o feedback by peers and subordinates
0.71
Correlation between reconciliation and bottom line business performance in profit centre/budget stream
0.69
Some hard evidence
Our research reveals that propensity to reconcile dilemmas correlates with bottom line business performance
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Some soft evidence
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1. To develop our people versus to become more cost
conscious
5. Global or standardized) products versus local tastes,
particular markets
8. Operational Agility versus strategic clarity
6. Customer is always “right” versus anticipate customers
needs
7. Equal opportunities versus positive discrimination
2. Reward our people
for their mastery versus Reward our shareholders for their faith in us
9. Leverage intellectual capital versus
innovative projects
4. Reputation in wider community versus
serve our customers wants
10. Satisfy our customers at all costs versus shareholder value
Corporate Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development & Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society3. Keep short-term cash flow versus Invest in long-
term sustainability
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Please define
culture
What is Culture?
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Language
Food
Meeting style
Architecture
DressBehaviour
Rhythm & Pace
Expression of emotion
Work ethic
Physical contact
Literature
A model of culture
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Explicit
Culture
A model of culture
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Explicit
Culture
A model of culture
Basic
Assumptions
Implicit
Culture
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Is a dynamic process of solving human problems/dilemmas
in the areas of…- Human Relationships
- Time
- Nature
About Culture
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01
02
03
04
05
06
07
Rules versus Exceptions
Individual versus Team Individual versus Team
Control versus Passion Control versus Passion
Specific versus DiffuseSpecific versus Diffuse
Lord versus ServantLord versus Servant
Sequential versus SynchronicSequential versus Synchronic
Inner versus Outer OrientationInner versus Outer Orientation
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01/ The Car Accident
What happens to your friend?
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01/ What right does your friend have?
A. My friend has a definite right as a friend to expect me to testify to the lower figure.
B. He has some right as a friend to expect me to testify to the lower figure.
C. He has no right as a friend to expect me to testify to the lower figure.
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01/ Dilemma:
The top 2 of your corporate values are:
1. Integrity
2. We respect the cultures of others
INTEGRITY
Please discuss in the context of these values what your answer would be…
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• Consistency
• Systems, standards &
rules
• Uniform procedures
• Demanding of clarity
• Letter of the law
• Flexibility
• Pragmatic
• Make exceptions
• “It depends”
• At ease with ambiguity
• Spirit of the law
01/ Universalism vs Particularism
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32
37
44
47
54
64
68
69
73
83
87
90
91
91
92
93
93
97
0 20 40 60 80 100
Venezuela
Korea
Russia
China
India
Mexico
Japan
Singapore
France
Czech Rep
Germany
Netherlands
Australia
United Kingdom
Sweden
USA
Canada
Switzerland
Friend has no/some right and would not help
01/ Universalism
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44
47
54
64
68
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73
83
87
90
91
91
92
93
93
94
97
0 20 40 60 80 100
Venezuela
Korea
Russia
China
India
Mexico
Japan
Singapore
France
Czech Rep
Germany
Netherlands
Australia
United Kingdom
Sweden
USA
Canada
Wales
Switzerland
Friend has no/some right and would not help
01/ Universalism
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Global or standardized products versus local tastes,
particular markets Corporate Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development & Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society
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Global Standards (Critical Mass)
Cultural Diversity
(Differing solutions)
Globalism and Localism
01/ Dilemma
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Globalization vs. Localism
Glo
bal c
entr
aliz
ed
Decentralized Multinational
Global Corporation
Multi-Local Corporation
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Globalization vs. Localism
Glo
bal c
entr
aliz
ed
Decentralized Multinational
Transcultural Corporation
International Corporation
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Universalism versus Particularism - dilemmas
32
On the one hand … On the other hand …
Innovation
We need to ensure that staff are aware of, and work to, policies and procedures laid down for the delivery of effective services
We should allow staff to work in an innovative way to get things done in response to customer need
We understand the importance of consistent organizational/team culture on innovation
We have many differing cultures within our teams and organizations which create different approaches
Sustainability
We need to standardize our systems to ensure the long-term sustainability of the organization
Many of our systems vary throughout each project and are well received and understood by all
Collaboration
We want to have shared facilities and “one stop shops” with other public services
We want to retain our separate identity and role
We need to streamline and homogenize our processes and procedures to deliver maximum benefits from the collaboration and how we deliver services to a greater number of people
We need to ensure that the service is sufficiently bespoke to deal with the problems faced by those people requiring our services
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01/ Main Challenges
1. Mass-Customization
2. Co-Opetition2. Co-Opetition
3. It is Cool to be emotional3. It is Cool to be emotional
4. Moments of Truth4. Moments of Truth
5. Servant Leader5. Servant Leader
6. Just In Time Synchronizing Sequences6. Just In Time Synchronizing Sequences
7. Pushing through the Pull7. Pushing through the Pull
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Universalism versus Particularism Universalism versus Particularism
Individualism versus Communitarianism
Neutral versus AffectiveNeutral versus Affective
Specific versus Diffuse Specific versus Diffuse
Achievement versus AscriptionAchievement versus Ascription
Sequential versus SynchronicSequential versus Synchronic
Internal versus External ControlInternal versus External Control
01
02
03
04
05
06
07
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b) Another said: ‘If the individual is
continuously
taking care of his or her fellows then the
quality of life for us all will improve, even
if it obstructs individual freedom and
individual development.’
a) One said: ‘It is obvious that if one has as
much freedom as possible and the maximum
opportunity to develop oneself, the quality of
one’s life would improve as a result.’
02/ Individualism versus Communitarianism
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3032
3739
414142
4444
5253
606161
636465
6769
7189
0 20 40 60 80 100
EgyptMexico
IndiaJapan
FranceChina
SingaporeIndonesia
BrazilItaly
GermanyRussia
SwedenUK
AustraliaFinland
NetherlandsDenmark
USACanada
Israel
Percentage opting for individual freedom
02/ Individualism
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3032
373939
414142
4444
5253
606161
636465
6769
7189
0 20 40 60 80 100
EgyptMexico
IndiaWalesJapan
FranceChina
SingaporIndonesia
BrazilItaly
GermanyRussia
SwedenUK
AustraliaFinland
NetherlanDenmark
USACanada
Israel
Percentage opting for individual freedom
02/ Individualism
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02/ Dilemma Reconciliation
The Individual and the Team
Case Study:Individual Performance versus Team Spirit
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02/ The Individual and the Team
Stimulate Team Co-operation
Reward Individual Performance
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Team Motivation
Ind
ivid
ual
Mo
tiva
tio
n02/ Dilemma Reconciliation
(1,10) Me, Myself and I withholding Information
Team Mediocrity (10,1)
(5,5) Go for the Small
team
AND Reward
Individuals for Team
Work
Reward Teams for Individual Creativity
(10,10)
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Individualism versus Communitarianism - Dilemmas
On the one hand … On the other hand …
Collaboration
I want to be unique and work alone I want to develop with other colleagues and work collaboratively
We see collaboration as important for the ongoing success of the service provision
We want to ensure that we are properly recognized for our contributions
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1. Mass-CustomizationMass-Customization
2. Co- Opetition
3. Moment of Truth3. Moment of Truth
4. It is Cool to be Emotional4. It is Cool to be Emotional
5. Servant Leader5. Servant Leader
6. Just In Time Synchronizing Sequences6. Just In Time Synchronizing Sequences
7. Pushing through the Pull7. Pushing through the Pull
02/ Main Challenges
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01
02
03
04
05
06
07
Universalism versus Particularism Universalism versus Particularism
Individualism versus CommunitarianismIndividualism versus Communitarianism
Neutral versus Affective
Specific versus Diffuse Specific versus Diffuse
Achievement versus AscriptionAchievement versus Ascription
Sequential versus SynchronicSequential versus Synchronic
Internal versus External ControlInternal versus External Control
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4. Reputation in wider community versus serve our customers wants
Corporate Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development
& Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society
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01
02
03
04
05
06
07
Rules versus Exceptions Rules versus Exceptions
Individual versus Team Individual versus Team
Control versus Passion Control versus Passion
Specific versus Diffuse
Lord versus ServantLord versus Servant
Sequential versus SynchronicSequential versus Synchronic
Inner versus Outer OrientationInner versus Outer Orientation
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04/ Specific versus Diffuse
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PUBLIC
PRIVATE
Specific versus Diffuse
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04/ Specific versus Diffuse
Specific Relationship
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PUBLICPRIVATE
04/ Specific versus Diffuse
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No Relationship
04/ Specific versus Diffuse
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PRIVATEPRIVATE
Diffuse Relationship
04/ Specific versus Diffuse
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04/ Specific versus Diffuse
Danger Zone
PRIVATE
PUBLIC
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04/ Specificity
The colleague argues:
You don’t have to paint the house if you don’t feel like it. He is your boss in the company. Outside the company, he has little authority
The subordinate argues:
Despite the fact that I don’t feel like it, I will paint the house anyway. He is my boss and you cannot ignore it outside your
work either.
A boss asking to paint his house
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5258
656667
697071
7882
878889
9191
0 20 40 60 80 100
ChinaNigeriaKuwait
VenezuelaSingapore
KoreaBelgiumGreece
ThailandMexicoJapan
AustraliaUSA
CanadaUK
DenmarkNetherlands
Sweden
%
Would not paint the house
04/ Specificity
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324647
5258
656667
697071
7882
878889
9191
95
0 20 40 60 80 100
ChinaNigeriaKuwait
VenezuelaSingapore
KoreaBelgiumGreece
ThailandMexicoJapan
AustraliaUSA
CanadaUK
DenmarkNetherlands
SwedenWales
%
Would not paint the house
04/ Specificity
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04/ Communication in high and low context
Diffuse
A larger context
(from general to specific)
Specific
A smaller context
(from specific to general)
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To develop our people versus to
become more cost conscious
Corporate Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development & Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society
![Page 58: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/58.jpg)
Balanced Score Card Dilemma…
From the Balanced to the Integrated Score Card
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Specific Financial
Performance
Diffuse Development of People
From the Balanced to the Integrated Score Card
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Sp
ec
ific
fin
an
cia
l p
erf
orm
an
ce
Interests in future innovating and learning
Cost cutting yourself
(1,10)
Subsidised seminar
(10,1)
Integrated growth:
Train for Cost
Cutting
(10,10)
From the Balanced to the Integrated Score Card
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Positive discrimination versus equal opportunities
Corporate Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development
& Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society
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Report ------ Rapport (Deborah Tannen)
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Specific versus Diffuse - Dilemmas
On the one hand … On the other hand …
Innovation
We need high levels of professional specialist expertise to deliver specialist care
We need to develop new ways of delivering care across professional boundaries by multi-skilled workers
Innovation is encouraged Status quo is preferred
Sustainability
Funding for staff and services is decreasing Workload and expectation is ever increasing
We need to make the organisation financially stable in order to function
We need to deliver best possible care for our patients which may require spending money
Collaboration
I am constantly being asked to engage in command and control management as it is believed that this will deliver rapid results
To be truly effective we need to acknowledge that health care is a complex adaptive process and that working in uncertainty is creative
We need to be accountable as an individual health organization to meet the needs of our population
We want to work effectively in collaboration with other organizations to meet the needs of our population
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01
02
03
04
05
06
07
Rules versus Exceptions Rules versus Exceptions
Individual versus Team Individual versus Team
Control versus Passion Control versus Passion
Specific versus DiffuseSpecific versus Diffuse
Lord versus ServantLord versus Servant
Sequential versus SynchronicSequential versus Synchronic
Inner versus Outer Orientation
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07/ Internal versus External Control
A. What happens to me is my own doing.
B. Sometimes I feel that I do not have enough control
over the direction my life is taking.
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3339
4955
5759
6363
667272
75757677
8286
88
0 20 40 60 80 100
VenezuelaChina
RussiaKuwait
SingaporeCzech Republic
IndiaJapan
GermanyKorea
ItalyBelgium
NLFrance
UKUSA
NorwayIsrael
What happens to me is my own doing
07/ Internal versus External Control
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3339
4955
5759
6363
667272
75757677
7982
8688
0 20 40 60 80 100
VenezuelaChina
RussiaKuwait
SingaporeCzech Republic
IndiaJapan
GermanyKorea
ItalyBelgium
NLFrance
UKWales
USANorway
Israel
What happens to me is my own doing
07/ Internal versus External Control
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Shareholder value versus Satisfy our
customers at all costs
Corporate Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development
& Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society
![Page 69: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/69.jpg)
Balanced Score Card Dilemma…
From the Balanced to the Integrated Score Card
![Page 70: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/70.jpg)
Inner Directed
Improvements in
Business Processes
Outer directed increase in customer satisfaction
From the Balanced to the Integrated Score Card
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Inn
er d
irec
ted
im
pro
vem
ents
Outer directed increase in customer satisfaction
Lean but
mean(1,10)
Customer’s captive(10,1)
Integrated growth:
Pushing through the
Pull
(10,10)
From the Balanced to the Integrated Score Card
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07/ Main Challenges
1.1. Mass-CustomizationMass-Customization
2. Co-Opetition2. Co-Opetition
3. It is cool to be emotional 3. It is cool to be emotional
4. Moments of Truth4. Moments of Truth
5. Servant Leader 5. Servant Leader
6. Just in time Synchronizing Sequences6. Just in time Synchronizing Sequences
7. Pushing through the Pull
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Internal versus External Orientation - Dilemmas
On the one hand … On the other hand …
Innovation
We want to lead and innovate, try new things and be brave
We are a government organization and our stakeholders/customers might expect us to be cautious
We need to ensure that the most effective services are provided. This may require services to change and adapt as more evidence/treatments becomes available
There is a need to minimize risk, and keeping services/treatment as they are means that staff are familiar with the service, and this helps to avoid unnecessary risk
Sustainability
Development and change is required to meet future needs and requirements
If it works don´t fix it
We need to continue to develop and change to meet population needs
We need to develop sustainable services
Collaboration
Cultural and historical bureaucracy provide security and encourage confidentiality
Technology has moved at pace and we should take advantage of it
We want to focus on what we do well as an organization to ensure we deliver excellent services to our customers
We need to work in partnership with other organizations to deliver results more efficiently
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01
02
03
04
05
06
07
Rules versus Exceptions Rules versus Exceptions
Individual versus Team Individual versus Team
Control versus Passion Control versus Passion
Specific versus DiffuseSpecific versus Diffuse
Lord versus Servant
Sequential versus SynchronicSequential versus Synchronic
Inner versus Outer OrientationInner versus Outer Orientation
![Page 75: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/75.jpg)
05/ Lord versus Servant
STATUS ?
What You Do Who You Are
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05/ Lord versus Servant
‘The most important thing in life is to act as really suits you, even if you don’t get
things done’
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41213
2021
2628
3031323334
4049
5456
6569
76
0 20 40 60 80 100
EgyptArgentina
Czech RepublicKorea
PolandJapanChina
RussiaMexico
Hong KongFrance
SwitzerlandGermanyDenmarkSweden
UKCanada
AustraliaUSA
%
Percentage not agreeing with acting as really suits you
05/ Lord versus Servant
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41213
2021
2628
3031323334
4049
5456
5965
6976
0 20 40 60 80 100
EgyptArgentina
Czech RepublicKorea
PolandJapanChina
RussiaMexico
Hong KongFrance
SwitzerlandGermanyDenmarkSweden
UKWales
CanadaAustralia
USA%
Percentage not agreeing with acting as really suits you
05/ Lord versus Servant
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Achievement versus Ascription - Dilemmas
On the one hand … On the other hand …
Innovation
We need to attract new talent and skills into the department for short - medium term in order to provide innovative solutions to issues we are facing
We have a moral and corporate responsibility to give those displaced internally the opportunity to fill these posts first
Collaboration
People working close to the patients are experts of the issues at that level. We want to encourage individuals to participate their ideas and experience to this change process from the bottom up
Our organization is large and requires strong, top-down leadership to manage this change process
![Page 80: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/80.jpg)
However…the starting point might be different in different cultures so:
• Make better rules out of exceptions
• Let creative people work in teams
• Craft Strategies
• Report within Rapport
• Connect Inner with Outer Worlds
• And lead by serving
Servant Leaders…
• Look for the exception that proves the
rule
• Create teams that support individual
creativity
• Strategically Craft
• Rapport within Report
• Adapt internally to outside forces
• And serve by leading
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Questions?
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Key Takeaways – short list
•Instead of focusing on the conflict between different values, look for theopportunity to gain more through genuine collaboration than you might have thought possible (than by following your original approach)
•Be aware of the power of your “default” – e.g. the approach you habitually adopt when things get hard, or when you are feeling too comfortable
•Broaden your repertoire of communication practices and business customs
•Create informal opportunities to interact
•In short - acknowledge complexity: e.g. the way we talk about west and east is at best a shorthand for something much richer
![Page 83: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/83.jpg)
Dilemma theory: resolving strategic issues
DILEMMA(from the Greek meaning)
TWO-PROPOSITIONS
IN (APPARENT) CONFLICT
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Centralization Decentralization
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Centralizing (Knowledge)
Decentralizing (Activity)
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Culture Space
Ce
ntr
ali
zin
g
Decentralizing
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Better Centralized Knowledge of ever more Decentralized Activities
Ce
ntr
ali
zin
g
Kn
ow
led
ge
Decentralizing Activity
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Un
ive
rsa
lis
m
Particularism
Vicious and Virtuous Circles
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Main dilemmas (1)
89
On the one hand … On the other hand …
We see collaboration as important for the ongoing success of the service provision
We want to ensure that we are properly recognized for our contributions
We want to have shared facilities and “one stop shops” with other public services
We want to retain our separate identity and role
We need to standardize our systems to ensure the long-term sustainability of the organization
Many of our systems vary throughout each project and are well received and understood by all
We need high levels of professional specialist expertise to deliver specialist care
We need to develop new ways of delivering care across professional boundaries by multi-skilled workers
![Page 90: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/90.jpg)
Main dilemmas (2)
90
On the one hand … On the other hand …
People working close to the patients are experts of the issues at that level. We want to encourage individuals to participate their ideas and experience to this change process from the bottom up
Our organization is large and requires strong, top-down leadership to manage this change process
NHS faces financial pressures and cost saving schemes being developed
Developing patient-centered care that is safe, timely, efficient and effective
Development and change is required to meet future needs and requirements
If it works don´t fix it
We want to focus on what we do well as an organization to ensure we deliver excellent services to our customers
We need to work in partnership with other organizations to deliver results more efficiently
![Page 91: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/91.jpg)
Dynamic process of solving dilemmas in six steps:
1. Identify dilemma
2. Chart dilemma
3. Stretch dilemma
4. Define epithets
5. Reconcile dilemma
6. Define action points
Reconciling cultural differences
![Page 92: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/92.jpg)
1. Describe the Dilemma: • on the one hand: • on the other hand:
2
.Y-a
xis
lab
el:
2.X-axis label:
4.
10,1
3. List Positives for Y-axis:
+++
5,54.
5. 4.
1,10
List Negatives for Y-axis:
---
3. List Positives for X-axis: +++
List Negatives for X-axis:---
6. Action plan
Actions:--Obstacles:--Monitoring: --
Reconciliation Worksheet
1. Identify the dilemma2. Chart the dilemma
a. Be specific by making the dilemma defined under 1 more concrete
b. Label the axes reflecting the opposing positions (positive or neutral)
c. Plot the positions of the actors3. Stretch the dilemma
Describe the positives and negatives of each side of the dilemma
4. Make epithetsPut epithets (sweet and sour) in each of the boxes
5. Reconcile the dilemmaAsk how Value X can support Value Y and vice versa
6. Develop action plan
10,10
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Dilemma reconciliation
Steps in reconciling dilemmas:
• Choose the dilemma you want to work on and sign up• Chart the dilemma: make it specific to your table• Stretch the dilemma: List the positives and negatives• Define epithets• Reconcile the dilemma:
– How can I get more of Value X through Value Y, and – How can I get more of Value Y through Value X?
• Develop action plan
![Page 94: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/94.jpg)
Main dilemmas (1)
On the one hand … On the other hand …
We see collaboration as important for the ongoing success of the service provision
We want to ensure that we are properly recognized for our contributions
We want to have shared facilities and “one stop shops” with other public services
We want to retain our separate identity and role
We need to standardize our systems to ensure the long-term sustainability of the organization
Many of our systems vary throughout each project and are well received and understood by all
We need high levels of professional specialist expertise to deliver specialist care
We need to develop new ways of delivering care across professional boundaries by multi-skilled workers
![Page 95: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/95.jpg)
Main dilemmas (2)
On the one hand … On the other hand …
People working close to the patients are experts of the issues at that level. We want to encourage individuals to participate their ideas and experience to this change process from the bottom up
Our organization is large and requires strong, top-down leadership to manage this change process
NHS faces financial pressures and cost saving schemes being developed
Developing patient-centered care that is safe, timely, efficient and effective
Development and change is required to meet future needs and requirements
If it works don´t fix it
We want to focus on what we do well as an organization to ensure we deliver excellent services to our customers
We need to work in partnership with other organizations to deliver results more efficiently
![Page 96: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/96.jpg)
What Kind Of Leadership?Corporate
Effectiveness
& Efficiency
Satisfaction of the Client
Employee
Development
& Learning
Shareholder
Returns & Financial
Performance
Contributions
to Society
![Page 97: The role of Trust The Integral Leader Public Service Winter School 5 February, 2014 Fons Trompenaars.](https://reader036.fdocuments.us/reader036/viewer/2022062806/5697bf8a1a28abf838c8ad11/html5/thumbnails/97.jpg)
05/ Achievement versus Ascription
Attributed status by seniority or role
Per
form
ance
S
tatu
s
Lost democratic leadership(1,10)
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05/ Achievement versus Ascription
Attributed status by seniority or role
Per
form
ance
S
tatu
s
Follow the Leader(10,1)
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05/ Achievement versus Ascription
Attributed status by seniority or role
Per
form
ance
S
tatu
s
The Servant
Leader(10,10)
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05/ Lord versus Servant
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THANK YOU!TO DOWNLOAD THIS PRESENTATION PLEASE GO TO www.thtconsulting.comPASSWORD WalesFeb2014
@THTConsulting /THTConsulting
VOTE for Fons for the 2013 Thinkers50 poll at http://www.thinkers50.com/vote