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Encouraging the Heart: a Leader's Guide to Rewarding and Recognizing Others

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Encouraging the Heart: a Leader's Guide to Rewarding and Recognizing Others DOCUMENT RESUME ED 461 158 EA 031 367 AUTHOR Kouzes, James M.; Posner, Barry Z. TITLE Encouraging the Heart: A Leader's Guide to Rewarding and Recognizing Others. The Jossey-Bass Business & Management Series. ISBN ISBN-0-7879-4184-0 PUB DATE 1999-00-00 NOTE 211p. AVAILABLE FROM Jossey-Bass Inc., Publishers, 989 Market St., San Francisco, CA 94103 ($24) .Tel: 415-433-1740; Fax: 415-433-0499; Web site: http://www.josseybass.com; e-mail: [email protected]. PUB TYPE Books (010) Guides Non-Classroom (055) Reports - Descriptive (141) EDRS PRICE MF01/PC09 Plus Postage. DESCRIPTORS *Administrator Characteristics; *Administrator Education; *Administrators; Elementary Secondary Education; Leadership Training; *Superintendents ABSTRACT This book is written to assist people to lead others in getting extraordinary things done. The basic message is that the best leaders care. This is not about being soft or a cheerleader. In chapter 1, the research to support this point of view is examined. In chapter 2, a classic case study to illustrate the seven essentials of encouraging the heart is presented. Chapter 3 offers an Encouragement Index for the reader's self-assessment. Chapter 4 explains why encouraging the heart begins by being clear about standards. Chapter 5 is about the leader's attitude toward others, especially expecting the best. Chapter 6 shows that leaders are always on the lookout for exemplars of values and standards. In chapter 7, the power of personalizing recognition is explained. Chapter 8 considers how great leaders are great storytellers. Chapter 9 examines how leaders bring people together to share the successes of their colleagues. Chapter 10 examines how leaders set an example and create a climate for encouraging the heart. Chapter 11 summarizes the main points, while chapter 12 offers 150 ways to get started on a quest to encourage the heart to accomplish great things. (RKJ) Reproductions supplied by EDRS are the best that can be made from the ori inal document. I a, LE&IDEMDO @NAPE 'V@ L3IEMMBEIM G\VIC, 1;21ECCKEZEMIGM ©411121;2§ U S DEPARTMENT OF EDUCATION Office of Educational Research and Improvement PERMISSION TO REPRODUCE AND EDUCATIONAL RESOURCES INFORMATION DISSEMINATE THIS MATERIAL HAS CENTER (ERIC) BEEN GRANTED BY lichisdocument has been reproduced as received from the person or organization originating it AGreet- 0 Minor changes have been made to improve reproduction quality TO THE EDUCATIONAL RESOURCES Points of view or opinions stated in this INFORMATION CENTER (ERIC) document do not necessarily represent official OERI position or policy 1 I I I' a U.S.$24.00 Canada $33.50 ENCOURAGING THE HEART Many people assume that money is the mainstay of motivation. But in truth, the desire to accom- plish extraordinary things is linked to basic human need: We all want to be respected for who we are and recognized for the things we do. While many leaders know this from experience, few know how best to act on it. In Encouraging the Heart, the best-selling authors of The Leadership Challenge team up again to reflect upon one of the most elusive aspects of lead- ershipcaringand offer readers a deeper under- standing of how and why it works. More important- ly, they extend a set of principles, practices, and examples that show how to energize people to excel and then reach for even greater heights. Kouzes and Posner maintain that people will aspire to higher standards of performance when they are genuinely appreciated for their dedication and publicly recognized for their extraordinary achievements. And through the uplifting stories of ordinary people in leadership roles, the authors demonstrate just how this is done. They also offer over one hundred and fifty ways readers can immediately apply the process themselves. (continued on back flap) 4 ENCOURAGING THE HEART A LEADER'S GUIDE TO REWARDING AND RECOGNIZING OTHERS James M. Kouzes Barry Z. Posner AUTHORS OF THE LEADERSHIP CHALLENGE 011) JOSSEY-BASS NEDA Wiley Company OW San Francisco 5 Copyright © 1999 by Jossey-Bass Inc., Publishers, 350 Sansome Street, San Francisco, California 94104. Jossey-Bass is a registered trademark of Jossey-Bass Inc., A Wiley Company. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photo- copying, recording, scanning, or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 750-4744. Requests to the Publisher for permission should be addressed to the Permis- sions Department, John Wiley & Sons, Inc., 605 Third Avenue, New York, NY 10158-0012, (212) 850-6011, fax (212) 850-6008, e-mail: [email protected]. Page 201 is a continuation of the copyright page. Jossey-Bass books and products are available through most book- stores. To contact Jossey-Bass directly, call (888) 378-2537, fax to (800) 605-2665, or visit our website at www.josseybass.com. Substantial discounts on bulk quantities of Jossey-Bass books are available to corporations, professional associations, and other organi- zations. For details and discount information, contact the special sales department at Jossey-Bass. Manufactured in the United States of America Library of Congress Cataloging-in-Publication Data Kouzes, James M. Encouraging the heart: a leader's guide to rewarding and recognizing others/James M. Kouzes, Barry Z. Posner. p. cm.(The Jossey-Bass business and management series) Includes bibliographical references and index. ISBN 0-7879-4184-0 (alk. paper) 1. Leadership. 2. Executive ability. 3. Interpersonal relations. 4. Incentives in industry 5. Performance awards. 6. Employee motivation. I. Posner, Barry Z. II. Title. III. Series: Jossey-Bass business & management series. HD57.7.K6791998 658.4'092dc21 98-43138 FIRST EDITION HB Printing10 9 8 7 6 5 .ft The Jossey-Bass Business & Management Series CONTENTS Introductionxi PART ONE 1 The Heart of Leadership3 2 The Seven Essentials of Encouraging15 3 The Encouragement Index 33 PART TWO 4The First Essential: Set Clear Standards45 5 The Second Essential: Expect the Best61 6 The Third Essential: Pay Attention73 7 The Fourth Essential: Personalize Recognition89 8 The Fifth Essential: Tell the Story99 9 The Sixth Essential: Celebrate Together113 10 The Seventh Essential: Set the Example129 PART THREE 11 Finding Your Voice145 12 150 Ways to Encourage the Heart151 Notes177 Acknowledgments187 The Authors191 Index193 ix : 8 ' n a trip to New York in 1986, Barry Posnerfound a col- , orful poster at the School of Visual Arts. On it is a pic- [ I ture of a zebra whose stripes are painted the colorsof the rainbow. Above the rainbow-striped zebra is printed the message, "Good is not enough when youdream of being great." We had just completed writing our first joint book, The Leadership Challenge, and the poster wonderfully captured in words and graphics the essential message of that book. The book is about how leaders get extraordinary things done in organizations. Not ordinary things, but extraordinary things. So the poster made its way back to California and onto a wall in one of our offices in recognition of our jointachievement. It's been with us ever since. The distinctively colorful zebra image on the poster, along with the powerfully simple message, inspired us to adopt the zebra as a symbol of excellence and uniqueness. We began to award stuffed toy zebras to people in our organizations who went beyond "good enough" and did great things.Each time we gave out a zebra, we'd tell a storyabout what the person did and how it exemplified living up to or exceeding high stan- dards of performance. Soon this process caught on and our colleagues picked up the theme. People began to publiclyaward zebras to oth- ers. Within a short period of time, nearly everypossible type of zebra paraphernalia imaginablezebra pens, zebra pencils, zebra pins, zebra hats, zebra blankets, zebra mugs, zebra rugs, xi zebra bookends, you name itwas awarded in recognition of an action that exemplified getting extraordinary things done. People would search for unusual zebra symbols andpay atten- tion to the performance of others. Eventually, nearlyeveryone was taking part in the giving and receiving, contributing to a culture of reward and recognition. This story is a constant reminder to us of thepower of a very simple principle of human performance: people like to be recognized for doing their best! More important, as we show in this book, encouragement increases the chance that people will actually achieve higher levels of performance. It's a simple principle, yes, but you'd be surprised how often managers tell us they don't have time for it,or it's too soft, or they don't feel comfortable doing it. Themore senior the manager, the more often we hear it. Or maybe you wouldn't be surprised, since, as you'll learn in this book, the vast majority of us want more encouragement and appreciation thanwe getor give! THE HEART OF THE MATTER Encouraging the Heart is about the principles and practices that support the basic human need to be appreciated for whatwe do and who we are. It's also about how leaderscan apply these principles and practices to their daily work. This is nota book about glad-handing and backslapping, gold stars, andpay- offs. It's about the importance of linking rewards and appreci- ation to standards of excellence. It's about why encouragement is absolutely essential to sustaining people's commitment to organizations and outcomes. It's about the hard work it takes to get extraordinary things done in organizations, and it's Introduction xii 1 0 about ways to enhance your own ability inand comfort with recognizing and celebrating the achievements of others.
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