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The Hidden Leader

Book Description

Think you can spot the leaders in your company? Don’t assume that you can identify them by their positions. What about those employees who consistently step up: the field agent who solves a previously intractable problem; the service rep who thinks outside the box and creates unshakeable customer loyalty. These are more than “good employees”. . . these are “hidden leaders”. . . and they are critical to an organization’s long-term success.

Managers today need to make the most of all their resources—and The Hidden Leader shows them how to recognize and cultivate these talented but under utilized employees, who:

Demonstrate integrity • Lead through authentic relationships • Focus on results • Work from clear customer purpose • Fulfill the value promise of the company

Supported by real-world examples of hidden leaders in action—and QR codes readers can scan for instant access to online assessments—the book helps managers discover these secret saviors and enable them to deliver even greater value to customers.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. List of Tools
  6. Foreword by James M. Kouzes and Barry Z. Posner
  7. How to Use This Book
  8. What Is a Hidden Leader?
  9. Chapter 1: The Dynamics of Hidden Leadership
    1. The End Result: Fulfilling the Value Promise
    2. The Four Facets of Hidden Leadership
  10. Chapter 2: Identify Hidden Leaders
    1. When One Characteristic Is Missing
    2. When One Characteristic Dominates
    3. Worksheet: Evaluate a Hidden Leader
  11. Chapter 3: Enable Integrity
    1. How Do You Recognize Integrity?
    2. Worksheet: Identify Integrity
    3. How Can You Support Integrity?
    4. Does Your Culture Support Integrity?
    5. What Can You Do to Enable Cultural Integrity?
    6. Can You Teach Integrity?
    7. Worksheet: Evaluate Your Company’s Integrity
  12. Chapter 4: Build Essential Relational Skills
    1. The Source of Relational Leadership
    2. Developing Essential Relational Skills
    3. Identifying Relational Leaders
    4. Worksheet: Assess a Relational Leader
    5. Identifying Relational Cultures
    6. Assessment: Your Organization’s Culture
    7. Building Essential Relational Skills Within Your Culture
  13. Chapter 5: Create a Focus on Results
    1. Evaluating a Focus on Results
    2. Worksheet: What Kind of Leader?
    3. Building Individual Engagement
    4. Maintaining Individual Engagement
  14. Chapter 6: Instill Customer Purpose
    1. Customer Purpose Isn’t Customer Service
    2. The Source of Customer Purpose
    3. Worksheet: Assess the Customer-Purposed Hidden Leader
    4. Create Customer Purpose
  15. Chapter 7: Measure Performance
    1. Measurement = The Norm
    2. Why Measure Performance?
    3. Effective Performance-Measurement Systems
    4. How Well Do You Measure Performance to Improve?
    5. Assessment: Evaluate Your Perfomance-Measurement System
  16. Chapter 8: Engaging Hidden Leaders
    1. From Hidden to Overt
    2. What About Potential Hidden Leaders?
    3. Enabling Hidden Leadership
  17. Epilogue: Making the Hidden Visible
  18. Acknowledgments
  19. Appendix: Tools to Discover and Develop Hidden Leaders
  20. Notes
  21. Bibliography
  22. Index
  23. About the Authors
  24. Free Sample Chapter from Lead with a Story by Paul Smith