The second day of GLS is done, and I was again blown away by the speakers and their messages. I’ve gained a lot over the past two days and am excited to develop it and use it in my future. Here are some of my notes from the summit!
Horst Schulze
- 3 Wants of a Customer: product to be defect free, timeliness, nice people who give it to you
- 1) Service starts with a great greeting, you are important to me
- 2) Complying to what a guest wants from you, helping caring-ly with their needs
- 3) Farewell
- Continued satisfaction leads to loyalty
- Service is your product
- Personalized service shows caring for the customer, creating loyalty
- CEO is important, but so are you, your job is important, without you doing your job it’s a disaster. Orient them to why of the company
- If it’s important, repeat it
Sheila Heen
- In a conversation between giver and receiver of feedback, it is the receiver in control; instead of instructing givers on how to give feedback, we need to instruct receivers how to receive feedback properly even if delivered poorly,
- 2 Human needs: learn and grow & to be accepted and respected and loved the way we are now
- Feedback is saying that we need improvement to continue to learn and grow, so the 2 human needs create conflict
- 3 Kinds of Feedback (we need all three kinds to learn and grow):
- Evaluation: ranks you, tells you how you do and what to expect, you know where you stand so you know what to expect
- Coaching: helps you get better, grow skill/knowledge/effectiveness, help someone else learn, advice/correction/instruction
- Appreciation: I see you, you matter, I wish someone noticed I work here, keeps us motivated
- An organization needs all three to keep functioning
- Better questions to ask: What’s one thing you particularly appreciate? (you need to feel noticed/something you’re doing well) What’s one thing you see me doing, or failing to do, that you think I should change? (don’t ask if there is something, assume there is)
- They don’t give you feedback until they believe you want to know
- The two human needs are like God’s love
Sam Adeyemi
- The object of Christ’s leadership was the success of His followers
- Focus on the people, what are their issues, their problems, their concerns
- The downside to power distance is that it can leave followers with low self-esteem and a fear to suggest change, they have to wait for approval to do anything, teach them to be able
- Jesus said if I can do it so can you
- God used ideas not money to start the world, one can create something wonderful by beginning with an idea
Liz Wiseman
- In the rookie zone, we are so motivated to reduce the tension, so we work hard to advance
- Warning signs of comfortableness/on a plateau:
- Things are running smoothly
- You already have the answers
- You get positive feedback (you’re good at what you do)
- You’ve become the mentor, but are not longer being mentored at
- You’re busy but bored – contagious!
- Pivot: leader and learner
- Throw away your notes/template/agenda – things are running smoothly
- Ask the questions – you already know the answers
- Admit what you don’t know – You get positive feedback
- Let someone else lead – You’ve become the mentor
- Disqualify yourself (take a challenge way bigger than you) – You’re busy but bored
- Spend time with the newcomers and allow them to renew you
- When we step out of our comfort zone we feel alive
- Rookie zone is where we find our greatest joy – awkward but exhilarating
- As you grow as a leader, keep being a learner
Greg Groeschel
- Expanding leadership capacity:
- Build your Confidence
- Expand your Connections
- Improve your Competence
- Strengthn your Character
- Increase your Commitment
with Abby 