“Leading at a Higher Level translates decades of research and 25 years of global experience into simple, practical, and powerful strategies to equip leaders at every level to build organizations that produce bottom-line results. At Nissan, we have made these principles a core part of our leadership philosophy, better equipping our managers to bring out the great energies and talents of our employees.”

Jim Irvine, Vice President of Human Resources, Nissan North America

“At Southwest Airlines, we have always strived to lead at a higher level. We truly believe that profit is the applause you get for taking care of your internal and external customers. We have always insisted upon a happy, carefree, team-spirited—yes, even fun—working environment, which we think results in motivated employees who will do the right thing for their internal and external customers. Reading this book will make a positive difference in your organization.”

Colleen C. Barrett, President, Southwest Airlines

“If you want to have a great company, you don’t have a choice but to lead at a higher level. When you do that, you excite your people, they take care of your customers, and your cash register goes ca-ching.”

Horst Schulze, President and CEO, The West Paces Hotel Group, LLC; Founding and former President and COO, The Ritz-Carlton Hotel Company, LLC

“Leading at a higher level is a must today if leaders are to rebuild trust and credibility, as we are doing at Tyco. This book will teach you how.”

Eric Pillmore, Senior Vice President of Corporate Governance, Tyco International

The definitive “Blanchard on Leadership”

25 years of breakthrough leadership insights in one extraordinary book!

From The One Minute Manager® to Raving Fans, Ken Blanchard’s books have helped millions of people unleash their power and the potential of everyone around them. The Ken Blanchard Companies has helped thousands of organizations become more people-oriented, customer-centered, and performance-driven.

In Leading at a Higher Level, Blanchard and his colleagues have brought together all they've learned about world-class leadership. You'll discover how to create targets and visions based on the “triple bottom line”...and make sure people know who you are, where you’re going, and the values that will guide your journey.

Blanchard extends his breakthrough work on delivering legendary customer service and creating “raving fans.” You’ll find the definitive discussion of the renowned Situational Leadership® II techniques for leading yourself, individuals, teams, and entire organizations. Most importantly, Leading at a Higher Level will help you dig deep within, discover the personal “leadership point of view” all great leaders possess—and apply it throughout your entire life.

For everyone who wants to become a better leader...

...in any company, any organization, any area of life

Set the right targets, follow the right vision

Focus on the “bottom lines” that really matter

Serve your customers at a higher level

Deliver your ideal customer experience, and create “raving fans”

Beyond ego: the way of the servant leader

Listen, praise, support, guide, and help your people win

Lead at a higher level. Lead your people to greatness as you create high performing organizations that make life better for everyone.

This book will guide you, inspire you, provoke you, and be your touchstone.

Ken Blanchard (coauthor of The One Minute Manager®) and his colleagues have spent more than 25 years helping good leaders and organizations become great, and stay great. Now, for the first time, they’ve brought together everything they’ve learned about outstanding leadership. Discover how to...

Go beyond the short term and zero in on the right target and vision

Deliver legendary, maniacal customer service, and earn raving fans

Truly empower your people and unleash their incredible potential

Ground your leadership in humility and focus on the greater good

For a long time, leaders have relied on Ken Blanchard’s insight, wisdom, and practical techniques. Now, he and his colleagues have delivered the leadership classic for a new generation: Leading at a Higher Level.

www.LeadingAtAHigherLevel.com

Contents

Introduction: Leading at a Higher Level—by Ken Blanchard  xvii

Section I: Set Your Sights on the Right Target and Vision

Chapter 1        Is Your Organization High Performing?  3

Chapter 2        The Power of Vision  21

Section II: Treat Your Customers Right

Chapter 3        Serving Customers at a Higher Level  39

Section III: Treat Your People Right

Chapter 4        Empowerment Is the Key  67

Chapter 5        Situational Leadership® II: The Integrating Concept  87

Chapter 6        Self Leadership: The Power Behind Empowerment  103

Chapter 7        Partnering for Performance  117

Chapter 8        Essential Skills for Partnering for Performance: The One Minute Manager®  145

Chapter 9        Situational Team Leadership  167

Chapter 10      Organizational Leadership  195

Chapter 11      Strategies for Managing a Change  219

Section IV: Have the Right Kind of Leadership

Chapter 12      Servant Leadership  249

Chapter 13      Determining Your Leadership Point of View  277

Endnotes  297

Organizational Change Readiness Assessment  309

Acknowledgments and Praisings  313

About the Authors  317

Services Available  333

Index  335

Ken Blanchard has had an extraordinary impact on the day-to-day management of millions of people and companies. His phenomenal bestseller, The One Minute Manager®, has sold 13,000,000 copies. He is Chief Spiritual Officer of The Ken Blanchard Companies, an international management training and consulting firm he co-founded in 1979.

This book contains indispensable contributions from The Ken Blanchard Companies’ founding associates—Margie Blanchard, Don Carew, Eunice Parisi-Carew, Fred Finch, Laurence Hawkins, Drea Zigarmi, and Pat Zigarmi—and consulting partners Alan Randolph, Jesse Stoner, Susan Fowler, Fay Kandarian, Judd Hoekstra, and Scott Blanchard.

Introduction: Leading at a Higher Level—by Ken Blanchard  xvii

Section I: Set Your Sights on the Right Target and Vision

Chapter 1        Is Your Organization High Performing?  3

Chapter 2        The Power of Vision  21

Section II: Treat Your Customers Right

Chapter 3        Serving Customers at a Higher Level  39

Section III: Treat Your People Right

Chapter 4        Empowerment Is the Key  67

Chapter 5        Situational Leadership® II: The Integrating Concept  87

Chapter 6        Self Leadership: The Power Behind Empowerment  103

Chapter 7        Partnering for Performance  117

Chapter 8        Essential Skills for Partnering for Performance: The One Minute Manager®  145

Chapter 9        Situational Team Leadership  167

Chapter 10      Organizational Leadership  195

Chapter 11      Strategies for Managing a Change  219

Section IV: Have the Right Kind of Leadership

Chapter 12      Servant Leadership  249

Chapter 13      Determining Your Leadership Point of View  277

Endnotes  297

Organizational Change Readiness Assessment  309

Acknowledgments and Praisings  313

About the Authors  317

Services Available  333

Index  335