Making Managers into Leaders® » admin

Effective Questions: An Example with Measured Value

admin — Thu, 29 Jul 2010 18:55:59 +0000

This morning’s The Denver Post came with a front-page article titled, “Thinking Like a Factory Helps Heal Hospital’s Bottom Line.” It was an excellent article about how the Denver Health Medical Center has saved many jobs and much money by asking the right questions, a critical leadership skill. They asked two questions:

What are the things that keep you from working efficiently?
Are there things you see happening to patients that shouldn’t?

These two excellent questions demonstrate “enlightened leadership” and address efficiency/effectiveness and patient safety/satisfaction. The answers were definitely “in the room,” as was indicated by some of the data. The overall process they were using is lean conversion, which respects people and their value, while using their talent to address process issues.

Peg Burnette, chief financial officer, said that since its Lean conversion (process started) in 2005, the city’s public health system has benefited to the tune of $54 million in increased revenue, money not spent, and expenses cut.

Our people DO have the solutions we need to deal with the challenges we face! Enlightened Leadership Solutions has lots of online tools to help you ask the right questions and deal with the challenges and perspectives of greatly enhancing the effectiveness of your organization.

Hats off to the DHMC leadership team! They are making a difference. And doing so in a tough environment.

The Enlightened Leadership Team

Another Company Distinguishes Themselves

admin — Mon, 26 Jul 2010 22:43:18 +0000

I’m really impressed with how a local organization that promotes a service called WeeklyPlus has distinguished themselves!

What they do is send out by email a weekly coupon for a service in the Denver, CO area. The deals are often very good. For example, I’ve paid $2 for a $12 car wash and $29 for a full-hour massage. I like it because I can quickly determine if I have any interest in their current offer. If I do, I next look at the location of the service to see if it is convenient for me. I waste very little time with the decision. I like that.

How did they distinguish themselves?

Here’s what happened. I bought six weeks of personal training for only $29. It was an amazing deal. I had a few months to cash it in, and guess what I did. I waited until the last minute. Anybody else ever do that?

But, finally I was ready to set my first appointment, so I called the number – twice, because I got a disconnected number message. Well, you guessed it. They had gone out of business.

Since I wasn’t sure, I contacted WeeklyPlus to see if they knew about the situation. They didn’t know it either, but agreed to look into it. They called back with confirmation that the company was out of business. They shocked me with what happened next!

They offered to return my money or give me credit! No hesitation whatsoever. They wanted me to be happy. That was a distinguishing decision, and you can bet that I am a happy customer who promotes their business. That was totally unexpected!

What are you doing to distinguish yourself and/or your business? It could make all the difference in the demand for your services.

Are you distinguishing yourself through leadership? It’s a great way for all of us as individuals.

Here’s to Distinguishing Yourself!

Ed Oakley

A Simple But Profound Example of Distinguishing Yourself!

admin — Tue, 15 Jun 2010 21:51:53 +0000

Ed shares a powerful personal story about how his wife distinguished herself by providing leadership when Ed was faced with a major challenge. It is a great learning example about the impact of leadership – even when we are stuck in fear!

What thoughts does this video bring up for you? How do you relate? Let us know in the comments below.

ps: If you’re eager to learn more about our program for Distinguishing Yourself,
you can check it out HERE.

Here’s to your Distinguishing Yourself and making a difference in your life!

The Enlightened Leadership Team

Distinguish Yourself …But How? Part 2

admin — Thu, 10 Jun 2010 17:56:05 +0000

Ed Oakley furthers the discussion in Part 2 about why you must Distinguish Yourself now and how. He also brings in a number of key points from a new book by Seth Godin, “Linchpin: Are You Indispensable?”

What thoughts come up for you about this topic? Leave your comments below.

Here’s to Distinguishing Yourself!

The Enlightened Leadership Team

Distinguish Yourself…But How? part 1

admin — Fri, 04 Jun 2010 22:36:13 +0000

Ok, hopefully you’re getting some sense of why it’s important, even critical, for you to distinguish yourself – particularly in this economic environment. In fact the timing is really good right now for positioning yourself for a great future.

But how do you distinguish yourself and/or your team and/or your organization? Part 1 of this series gets into that with this 8 minute video by Ed Oakley.

Enjoy and share your comments. Agree? Disagree? How are you relating?

What comes to mind for you? What else could we address to help you Distinguish Yourself?

Ed Oakley and the Enlightened Leadership Team

Distinguish Yourself! This Plumbing Company Did!

admin — Tue, 25 May 2010 22:40:42 +0000

In a world in which it is so critical to Distinguish Yourself, as a person or a company or a team, Ed Oakley had a real-world chance to test two plumbing companies. Watch how ONE of them Distinguished Themselves big time! Do you think it was better plumbing?

What are your thoughts about this?

Ed Oakley & the Enlightened Leadership Team

Leadership Skill Development in Veterans Affairs

admin — Wed, 05 May 2010 21:27:02 +0000

We are so pleased to acknowledge that today the Southeast Region/Network of the U.S. Department of Veterans Affairs has been awarded the Georgia Coach Associations Southeast Prism Award.

The Prism Award, presented annually by the Georgia Coach Association, salutes organizations in the Southeast who have achieved excellence through a commitment to coaching and mentoring as a business strategy. The VA Southeast Region, or Network 7, has been a great client of Enlightened Leadership Solutions for many years, and we’re so proud of them for this achievement!

Three Commitments to Veterans

Congratulations to all of you involved, including Charles Lang and his team in Network 7 Education.

Here’s to your continued service!

The proud Enlightened Leadership Team

Distinguish Yourself or “Perish!”

admin — Tue, 04 May 2010 20:49:36 +0000

To thrive in these economic times, it is critical to Distinguish Yourself. Listen to Ed Oakley’s perspective in this brief 4+minute video.

What are your thoughts about this? Please comment below.

The Enlightened Leadership Team

Technorati Tags: DIFFICULT TIMES, leading change, SOFT PART

Leadership Skill Development: Leadership During Chaos

admin — Wed, 10 Mar 2010 23:16:22 +0000

I was waiting for my flight from Richmond, Virginia
after presenting “Leadership Made Simple” to 150 managers
of a large companionship headquartered there. That is when I
experienced impressive leadership in the midst of chaos.

It all started when United Airlines‘ “Simon” (an automated
message system) informed me via my cell phone that my flight
through Chicago was cancelled. After an hour wait on a priority
line, I knew there was a real problem of some kind. When I
eventually talked to United, I learned that snow in Chicago had
closed the airport and made major travel problems within the
entire United system, and no doubt, other airlines, too.

The only chance I had to get home the same day was if I could
make a flight to Washington Dulles that left in one hour flat. I did
the “OJ” dash to get to the airport and the gate, huffing and
puffing, only to find that the aircraft had not yet arrived. I was
really quite relieved.

The entire air travel system was in chaos, and there was a line
of dozens of people waiting to talk with Michael Quintel, the United
gate manager. Every person needed to share their problem -
concerned about connections mostly – with a gate agent who
really had small or no control over whatever thing .

I was sitting about 10 feet away from Michael’s podium, so I
heard everything. I was personally cool because my connecting
flight from Dulles to Denver was several hours away. I was in the
right state of mind to simply watch and listen how Michael handled
the situation.

This guy had the patience of Job! He listened to the same tale
over and over and over. Yet, every person was treated as if
THEIR tale was original. Michael was absolutely MASTERFUL
at having every party believe he was there for them and was
doing everything he could do for them. And he sincerely was! It’s
where he naturally came from. In every single case, the frustrated
and concerned passenger walked away more cool and confident
than before he talked with Michael.

What I realized was that Michael was able to stay
Forward Focused(TM) no matter what happened. What a model he
was for what I want to be like when I grow up. It is a model of
emotional maturity – and I am continually effective on mine.

If I were to try to make a simple model for what Michael did so
well, it might look like this. He stayed Forward Focused while he:

- Listened completely to each person, honoring them and their
situation.

- Shared exactly what the situation was – in terms of how the
situation unnatural that party – no matter how many times he
had to tell the same tale over Over again .

- Offered any options that he could find in his notebook , selection
them take responsibility for their own choice .

In every case, they walked away feeling surpass about their
quandary .

My hats off to Michael Quintel, United Airlines representative,
a proven leader in a challenging situation!

Best regards,

Ed Oakley

Leadership Skill Development: Leading for Results – the Easy Way

admin — Fri, 05 Mar 2010 18:24:52 +0000

I had a delightful conversation with the Director of a substantial medical center. She and her team had been “beaten up” by corporate when they expected an admittedly abysmal 18% effectiveness rating in one of the 150 areas for which they are measured. Not surprisingly, it made a fantastic deal of frustration on the team, and opened up quite a change management opportunity for the Director.

Being a staunch believer in the essence of Enlightened Leadership and Leadership Made Simple, she knew the solution to the problem lied within the creativity of the people involved. She also knew that creativity would never surface if they stayed in their frustrated state.

To get past that frustration, she encouraged them to shift their focus to what was effective – not only in that specific area, but in other areas that might trigger insights for how to do this one another way .

Using that Forward Focus(TM) approach, the team came up with several thoughts they could immediately implement to improve the situation. As they got positive results from those early actions, they were energized to find more creative thoughts – which, of course, they had no problem generating!

They periodically got back together to build on their successes to continually improve that particular metric. It was an simple process – celebrating and analyzing successes and taking the resulting creative energy to come up with more improvement thoughts .

By the time the August numbers came out, they had improved the metric from 18% to 90% effectiveness in just 4 months. What an incredible performance improvement. This is what leading for results – the simple way – looks like!

Our acknowledgment and congratulations to the team!

There a many paths on the road to Business Leadership Development, in what ways have you experienced leading for results the simple way? We would like to hear – your solutions and your challenges