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Slide 2 Dr Katalin Illes Developing Competences for Next Generation Service Sectors Conference April 1314, 2011, Porvoo, Finland Slide 3 Historic Perspective Words and Actions Freedom and Responsibility Growth and Education Stories and Metaphors Slide 4 Paradigm shift Need to review our relationships to nature to each other to work Growing complexities Coexistence of paradoxes ( competition and collaboration) (certainties and uncertainties) Slide 5 AgricultureTangible goods Agriculture Tangible goods ManufacturingTangible goods Service sectorIntangible goods Slide 6 1,000 Years 2011 Slide 7 Radical Substantial Incremental Negligible Egyptian Greek Roman NormanModern Time Pace and Extent of change Military Technology Communication Technology Transportation Technology Human Awareness Slide 8 Radical Substantial Incremental Negligible Egyptian Greek Roman NormanModern Time Pace and Extent of change Military Technology Communication Technology Transportation Technology Human Awareness Leadership Assumptions Discontinuity Slide 9 The worst leader is one that lies and is despised; not much better is one that leads using oppression and fear; a little better is the leader who is visible, loved and respected; however, the best leader is one whom the people hardly knows exits, leaving them to say, once the aim is achieved, We did it ourselves. (Lau Tzu, Tao Te Ching, verse 17) Slide 10 What does it mean to serve? What does it mean to serve? No universally accepted definition No universally accepted definition Different meanings lead to different actions Different meanings lead to different actions What does service mean to you personally? What does service mean to you personally? Slide 11 Slide 12 ServeServe Help Attend Service Function Serve Well Wait on Suffice Answer Do Attend to Move Dish Slide 13 To serve and to be served To serve and to be served It is the basis of all human interaction It is the basis of all human interaction Participants give and receive through every transaction Participants give and receive through every transaction Slide 14 Extract of Martin Luther King's sermon on the Drum Major Instinct. Slide 15 Slide 16 What is the intent? What is the intent? What is the relationship like? What is the relationship like? Equal partnership Lower/higher status Attitudes Attitudes Slide 17 Slide 18 To Take Demand more Overly critical Exploit Loose To Take Short Cuts Its a job Rob Loose To Serve To Be Served Mechanistic transaction Dissatisfaction, exhaustion Slide 19 Human to Human exchange Added value for both To receive & give With gratitude Respect Appreciation Reciprocity Win To give With passion With Best skills Effort Intent Win To Serve To Be Served Slide 20 Receptive Integration Synthesis Intuitive Co-operative Rest Heart Soft Feeling People Centred Non-deterministic Support Enable Yin Creative Assertion Analysis Rational Compectitive Action Mind Hard Thinking Task Centred Deterministic Challenge Control Yang Slide 21 Values are what we Value Values are what we Value High Performance High Performance Context, not control Context, not control Pay top of Market Pay top of Market Promotions and development Promotions and development Slide 22 The real company values, as opposed to the nice-sounding values, are shown by who gets rewarded, promoted, or let go. Real company values are the behaviours and skills that we particularly value in fellow employees Slide 23 You inspire others with your thirst for excellence You care intensely about your organisations success You celebrate wins You are tenacious You serve with Passion Slide 24 Responsible People Thrive on Freedom, and are Worthy of Freedom Freedom is not absolute Like free speech there are some limited exceptions to freedom at work. Slide 25 Self motivating Self-aware Self-disciplined Self improving Acts like a leader Doesnt wait to be told what to do Never feels thats not my job Behaves like an owner Slide 26 Serving with Passion Continuous growth Learning Belonging Making a contribution Slide 27 Slide 28 Adopted from Obolensky: Complex Adaptive Leadership Slide 29 Slide 30 Slide 31 Slide 32 The Gyroscope is a possible metaphor for how to be rooted in values, focused and flexible at the same time Slide 33 How to create our own individual and institutional gyroscopes? How to be unique, responsive and connected? Slide 34 What does service means to you? When and how do you serve with passion? Slide 35 Slide 36