What does it take to be a valued member of a team?
Develop and display competence.
Follow through on commitments.
Deliver required results.
Ensure your actions are consistent with your word.
Stand behind the team and its people.
Be enjoyable to work with.
Be passionate about your work and those you serve.
Communicate and keep everyone informed.
Help the other members of the team.
Help members of other teams.
Share ideas, information and credit.
Hold yourself 100% accountable.
• Lack of TRUST
• Lack of candor
• Lack of commitment
• Lack of accountability
• Lack of results
John Spence High Performance Team Model
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
Extreme Customer Focus
Web of Value: VOC + MOT + WOM
Extreme Customer Focus
How many ways to you listen?
Moments Of Truth
WOM = Your BEST form of advertising!
43% - 74% of purchasing decision = WOM/T
You MUST have a WOM Referral System
Know Like Trust Try Buy Repeat
From John Jantsch: The Referral Engine
The Four Primary Practices:
1. A sharply focused, clearly communicated and well-
understood strategy for growth.
2. Flawless operational execution that consistently
delivers the value proposition.
3. A performance-oriented culture that does not
4. A fast, flexible, flat organization that reduces
bureaucracy and simplifies work.
High Potential / High Performance
Abbott, GE, Merrill Lynch, Microsoft,
IBM, Apple, State Farm, Mayo Clinic
The Seven C’s of Leadership
The Leadership Challenge by Kouzes and Posner
I want a leader who will:
Tell me the TRUTH.
Has a clear vision for
where we are going.
Has the skills to get
us there successfully.
And is excited about
going with me.
TO THINK BIG
TO BE BOLD
To speak the TRUTH
TO MAKE GREATTHINGS HAPPEN
To be… Vulnerable
The 4 Cs of TRUST
“I am good at
what I do… and I
do it because I
care about you.”
CEO of Xerox and the third most powerful
woman in the world!
1. Build a network of great relationships
with people who want to see you
2. You don’t have all of the answers, so ask
for help and advice from the smartest
people you can find.
3. Learn to be a learner.
4. Listen intently to your employees and to
Some really great advice…
Competency = a commitment to LL
Audio book summaries
Care about me
Help me feel proud
Help me see my value
Help me grow
Help me see my importance
WITH GREAT POWER
(remember… they follow YOUR lead!)
If you have any questions at all please do not hesitate to send a note or call.
My email address is: firstname.lastname@example.org
PLEASE connect with me on LinkedIn
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