CHET AUSTIN TEEN LEADERSHIP ACADEMY

Kennesaw State UniversityInstructor John RolandJune 1-5, 2015

REMINDER--Remembering Names

Leaders need to realize the importance of knowing and understanding the people they want to lead.

Why is it important for leaders to remember the names of people they want to lead?

What would you like to know about each other?

REMINDER--First Followership: Leadership lessons from the

dancing guy.

REMINDER: 7 Habits of Highly Effective People

Agenda for Day 3

Becoming a LeaderServant LeadershipChick-fil-A S.E.R.V.E. Leadership

ModelCommunity Engagement Project

THE WHOLE PERSON

What are the Strengths of Character

that make up the “whole person”?

1. Lifelong learner and critical thinker2. Diligent and capable performer3. Socially and emotionally skilled person4. Ethical thinker5. Respectful and responsible moral

agent6. Self-disciplined person who pursues a

healthy lifestyle7. Contributing community member and

democratic citizen8. Spiritual person engaged in crafting a

life of noble purpose.

REMINDER--Lions, Beavers, Otters, Golden Retrievers…Oh My!

What is your animal personality?

Do these words describe you?

Lions Lion- This personality likes to lead.  The lion is good at making decisions and is very goal-oriented.  They enjoy challenges, difficult assignments, and opportunity for advancement. Because lions are thinking of the goal, they can step on people to reach it. Lions can be very aggressive and competitive. Lions must learn not to be too bossy or to take charge in other’s affairs.

Strength: Goal-oriented, strong, directWeakness: Argumentative, too dictatorialLimitation: Doesn’t understand that directness can hurt others, hard time expressing grace

Do these words describe you?

Beavers Beaver- Organized.  Beavers think that there is a right way to do everything and they want to do it exact that way.  Beaver personalities are very creative.  They desire to solve everything.  Desire to take their time and do it right. Beavers do not like sudden changes. They need reassurance.

Strength: High standards, order, respectWeakness: Unrealistic expectations of self & others, too perfect.Limitation: Seeing the optimistic side of things, expressing flexibility

Do these words describe you?

Golden Retrievers

Golden Retriever- Good at making friends.  Very loyal.  Retriever personalities do not like big changes.  They look for security. Can be very sensitive.  Very caring. Has deep relationships, but usually only a couple of close friends.  Wants to be loved by everyone. Looks for appreciation. Works best in a limited situation with a steady work pattern.

Strength: Accommodating, calm, affirmingWeakness: Indecisive, indifferent, unable to express emotional, too soft on other peopleLimitation: Seeing the need to be more assertive, holding others accountable

Do these words describe you?

Otter

Otter- Otters are very social creature. Otter personalities love people. They enjoys being popular and influencing and motivating others. Otter can sometimes  be hurt when people do not like them.  Otter personalities usually have lots of friends, but not deep relationships. They love to goof-off.  (They are notorious for messy rooms.)  Otters like to hurry and finish jobs. (Jobs are not often done well.)  The otter personality is like Tigger in Winnie The Pooh.

Strength: People person, open, positiveWeakness: Talks too much, too permissiveLimitation: Remembering past commitments, follow through with discipline

How to about leadership . . . relating to our personality

types.

Servant Leadership? Why Servant Leadership??

What does it look like in real life??

Tony Robbins on Servant Leadership

How NOT to provide Servant Leadership

Chick-fil-A Leadership Case Study

Company Overview

It all started in 1946, when Truett Cathy opened his first restaurant, Dwarf Grill, in Hapeville, Georgia. Credited with inventing Chick-fil-A's boneless breast of chicken sandwich, Mr. Cathy founded Chick-fil-A, Inc. in the early 1960s and pioneered the establishment of restaurants in shopping malls with the opening of the first Chick-fil-ARestaurant at a mall in suburban Atlanta in 1967. Since then, Chick-fil-A has steadily grown to become the second largest quick-service chicken restaurant chain in the United States, with over 1,700 locations in 39 states and Washington, D.C. In 2012, annual sales were over $4.6 billion. Chick-fil-A is still privately held and family owned.

With 45 consecutive years of positive sales growth, Chick-fil-A has set itself apart by pioneering innovations and delicious products—including the ever-popular Chick-fil-A® Chicken Sandwich.

Chick-fil-A Leadership Case Study

Chick-fil-A history videos

Chick-fil-A S.E.R.V.E. Leadership Model

“Those who want to become great (leaders) must be willing to become servants.” Years ago, Chick-fil-A built their leadership competency model around the word SERVE, because they believe that great leaders…

S ee the futureE ngage and develop othersR einvent continuouslyV alue results and relationshipsE mbody the values

Chick-fil-A S.E.R.V.E. Leadership Model breakdown

Great Leaders…

See the Future – Leadership is about taking people somewhere.  Leaders have the opportunity to help people see a picture of that preferred future.  Leaders must see it before they can rally people to pursue it.

Servant Leadership—every life has a story

Chick-fil-A S.E.R.V.E. Leadership Model breakdown

Great Leaders…

Engage and Develop Others – Leaders determine who they’ll recruit and select for the journey.  Then they must create the environment that brings out the best in those on the team.  And, the best leaders never forget to help others grow and develop along the way.

Engage and mentoring leadership

Chick-fil-A S.E.R.V.E. Leadership Model breakdown

Great Leaders… Reinvent Continuously – Leaders know that

progress is always preceded by change.  They are focused on making themselves better, the systems better and they willingly change the structure as needed so that it never becomes an impediment to their progress.  Leaders create change.

Reinvent Continuous change by Seth Godin

Chick-fil-A S.E.R.V.E. Leadership Model breakdown

Great Leaders…

Value Results and Relationships – The best leaders understand the inherent tension between results and relationships.  They manage that tension.  They have a broader definition of success: performance and people.  They unleash tremendous power when they find a way to value BOTH results and relationships.

Reinvent Continuous change by Seth Godin (2)

Chick-fil-A funny song

Value Relationships & Results

Chick-fil-A S.E.R.V.E. Leadership Model breakdown

Great Leaders…Embody the Values – Effective leaders

walk the talk.  They align their actions with their intentions.  They live like they believe the things they are saying.  All of this establishes trust and credibility.  It also has a tremendous impact on the culture the leader is trying to create.

Leaders embody the values

Chick-fil-A: Fast Company article

CHICK-FIL-A'S RECIPE FOR CUSTOMER SERVICE

Not all fast food chains are fast companies. Chick-fil-A is an exception.

by Chuck Salter

All too often, top-notch fast-food service is an oxymoron, like having high tea at a NASCAR race. Speed is the top priority, a strategy that produces high volume, but leads to notoriously inconsistent, impersonal, and uninspired interaction with customers.

Chick-fil-A is different. Its staff focuses on being swift and attentive. For the past two years, the Atlanta-based chain was named "best drive-through in America" by the quick-service restaurant trade journal QSR.

President and chief operating officer Dan Cathy infuses everyone from franchise owner-operators to teenagers earning $9 an hour with his passion for service and his conviction in its intrinsic worth -- to the individual as well as the company.

Chick-fil-A: Fast Company article

CHICK-FIL-A'S RECIPE FOR CUSTOMER SERVICE

MIND YOUR MANNERS

At the end of each transaction at Chick-fil-A, you don't hear, "You're welcome," "Glad to help," or "Come back and see us." You hear these two words: "My pleasure." It's distinctive and classy, the sort of service you expect at a much fancier and expensive establishment, like Ritz Carlton, which is where Cathy says his father got the idea.

Cathy loves to add service touches that people don't expect from a fast-food restaurant. His latest is folding the last sheet of toilet paper into a triangular point. He believes it conveys a sense of cleanliness and meticulousness that customers appreciate. When he or one of the operators comes up with a new twist, he promptly sends out a voicemail message to owner-operators at the nearly 1,200 locations.

Chick-fil-A: Fast Company article

NOBODY SELLS YOUR BUSINESS LIKE YOUR CUSTOMERS

When the chain opens a new restaurant, it goes out of its way to find Chick-fil-A fans in the area. Regulars at other locations and people who stop by the construction site eager about the opening get invited to a special dinner the night before the official opening. After serving the crowd a free dinner, Cathy gives them 10 coupons for free meals and deputizes these "raving fans" to act as Chick-fil-A ambassadors. They promise to spread the word and hand out each coupon to a different person, someone unfamiliar with the restaurant.

Chick-fil-A: Fast Company article

IF YOU WANT TO RACE, BUILD YOURSELF A RACE CAR

Chick-fil-A employees strive to complete orders within 90 seconds in the drive-through window and 60 seconds at the counter. The technology behind the counter helps them get the job done; a timer on the computer monitor flashes yellow if an order is cutting it close, red if it runs over. Owners also create a sense of competitiveness among the crews. In Louisville, Kentucky, owner Chris Flanagan erected a big red "drive-through wall of fame" to motivate employees. It lists the current record (110 cars an hour) and the names of the employees who achieved it. Whenever a team sets a new mark, he rewards each member with $50.

Chick-fil-A: Fast Company article

KNOW WHAT MATTERS TO CUSTOMERS

Every year Chick-fil-A spends more than a $1 million evaluating its service. In addition to traditional focus groups, the company conducts a quarterly phone survey with customers from each restaurant (the incentive: a free sandwich). The 20 or so questions focus on four factors that most affect loyalty according to Chick-fil-A research: taste, speed, attentiveness and courteousness, and cleanliness. Each location receives a two-page report detailing how it's doing in each area and how it compares to the chain's top performers. In other words, what's working and what needs improving.

Chick-fil-A: Fast Company article

YOU'RE CAN'T BE TOO THOROUGH ABOUT HIRING

The process of selecting new franchisees is so painstaking and lengthy (up to a year) that it's easier getting into the CIA, Cathy likes to joke. Applicants work in a restaurant and endure countless interviews; often, their spouses and parents get interviewed as well. Cathy wants to be sure that new operators share Chick-fil-A's corporate values. All the restaurants, for instance, are closed on Sunday, as a day of rest and worship. Operators don't necessarily have to be Christian, Cathy says, but they do have to exhibit humility, passion for service, compassion, and genuineness.

Chick-fil-A: Fast Company article

The main idea of "servant leadership," says Cathy, is that leaders serve the staff. Managers treat their employees how they want those employees, in turn, to treat customers. "If we have to keep telling people what to do, it means we're not modeling the behavior ourselves," says Cathy. "If we're living it every day, we don't need to talk about it."

Chick-Fil-A SERVE activity outside

What is Zappos and why they are important?

How important is team culture / chemistry to the effectiveness

of the team results??

How important is team culture / chemistry to the effectiveness

of the team results??

Blind Spots in Leadership

Blind Spots in Leadership

Blind Spots in leadership exercise in the lobby

Teamwork Videos

Teamwork Videos

What did you learn from rope challenge part 2?

Create a mindmap for what you have learned about SERVANT

LEADERSHIP today from Chickfila

Review of the Day

HighlightsLow pointsGoals met for the day?3 Goals for tomorrow?