Meet Their Needs, Exceed Their Expectations!

Now that we have a solid definition of servant leadership to work from, and we’ve looked at some servant leadership practices that will help us meet the needs of our team members based on their own behavioral style, let’s close the loop with some final thoughts on how we can move this from being just something we do to something each of the leaders on our team will work to do…

As we worked through some of these thoughts recently, I shared a quote with you from The Servant by James Hunter saying that “a leader is someone who recognizes and meets the legitimate needs of their people, and removes all the barriers so they can serve the customer.” If we really want to build servant leadership into the entire culture of our organizations, we certainly need to start with looking at how we can recognize and meet those legitimate needs of the folks we interact with directly but we also need to work to ensure they understand how important it is for them to do...

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Specific Details and Time to Complete the Task

Having looked ways we can truly serve the needs of our team members with each of the first three behavioral styles - DRIVEN, INSPIRING, and SUPPORTIVE - to this point, let’s close the loop with the final 25% of the population; the ones who tend to be Reserved and Task-Oriented. Please understand that none of these styles should be viewed as better than the others based on the order I’ve covered them in. This group certainly shouldn’t be considered as being in last place! In fact, some of the smartest people we know are likely to have this primary style… These are the CRITICAL thinkers and they’re nearly always very CONSCIENTIOUS about the results they produce.

I was in a client’s office several years ago, getting ready to provide a part of their team with an introductory lesson on The Model of Human Behavior, when one of the management team members had a fairly intense conversation (read: loud argument) with one of the key team members. Since...

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All Work and No Play?

When Cindy and I work with teams on building stronger and more effective communication into their cultures, The Model of Human Behavior is one of the tools we share because it provides a simple and extremely practical approach that can be implemented right away. As we do this, we emphasize that our team members often do the exact same things but for VERY different reasons depending on their own unique behavioral style. Cindy goes on to explain that I, as one of those highly DRIVEN folks I mentioned last time, serve the people I care about by working as hard as I possibly can to achieve results. While my focus is primarily on the task at hand, I’m doing it to provide for my family or my team…

Here’s the thing: I’m in the small minority of the population that actually enjoys working! Accomplishing things and checking tasks off my list fills my tank. And praise God everyone you deal with isn’t like me, right! (For many reasons…) Seriously though,...

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Make Sure Our Help Really Helps...

As we’ve discussed leading up to this point, becoming an effective servant leader certainly involves exemplifying several specific characteristics but even those can be interpreted quite differently depending on the behavioral and communication style of the individual we’re attempting to serve! And whether we always like it or not, their perception is nearly always their reality!

Several years ago, not long before I really started digging into The Model of Human Behavior, I was working in a human resources role where part of my responsibility was ensuring that our team members were consistently held accountable for performing their required tasks. As I got to know each individual and learned more about their roles, I noticed some gaps in one particular department. There was more indirect labor (non-billable hours) per person in that department than any other and the quality issues seemed to be a bit higher than we were seeing in the other areas.

The supervisor of that...

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Helping Them Achieve Results

I remember seeing a Marriott commercial a while back that closed by saying something along the lines of “we treat our guests like we’d want to be treated.” Ties right in with what nearly all of us know as The Golden Rule, huh? Around that same time, a friend of mine had shared something he experienced while on vacation with his family. For one reason or another, the hotel they were staying at for an entire week had made a mistake with their reservation, booking them in one room for the first half of the week and a different room for the second half of the week. Since it was peak season and the place had no other vacancies, there was no way to keep them in the same room all week long.

At check-in however, the staff member assured my friend that the hotel staff would handle the move from room to room for them in order to minimize the disruption his family experienced. The staff member even told him that’s what they would appreciate if the same thing happened to...

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