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It is detailed in a book by Jim Kouzes and Barry Posner entitled Leadership Challenge (Jossey-Bass, 2002). I won’t give you the details here, other than to list and briefly describe the five dimensions of leadership that they espouse: • Challenge the process. Leaders search for opportunities to change the status quo and experiment and take risks. • Inspire a shared vision. Leaders envision the future and enlist others in their dreams. • Enable others to act. Leaders foster collaboration and strengthen others.
In other words, instead of a Retail Banking Strategy Map or a Commercial Banking Strategy Map, we chose instead to develop an Individual Customer Strategy Map and a Business Customer Strategy Map. This forced leaders and associates from different departments and divisions (different silos) to work together because they shared the same customer group. I must admit that this did not come easy. We had to do some quick targeted training to equip leaders and associates to be able to work in ways and with people that they hadn’t in the past.
The more responsible ones, and the ones who respond well to support, would end up doing the work of those who didn’t. ” The other responded, “Oh, that would be just as bad or worse! I know of managers that behave that way. The atmosphere would be tense, and employees would feel constantly under the gun. There might be some periods of strong productivity, but it wouldn’t last because people would get burned out and leave. ” Bingo on both counts. Can you see the result of strong imbalance? We must evaluate the need for this balance in terms of impact to our employees and, ultimately, to our customers.