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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. Now, in Leading at a Higher Level, Updated Edition, Blanchard and his colleagues bring together everything 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. From start to finish, this book extends Blanchard's breakthrough work on delivering legendary customer service, creating "raving fans," and building "Partnerships for Performance" that empower everyone who works for and with you. Updated throughout, this new edition contains two powerful, important new chapters: one on coaching to create higher-level leaders, and another on creating a higher-level culture throughout your organization. It also offers the definitive, most up-to-date techniques for leading yourself, individuals, teams, and entire organizations. Most importantly, it will help you dig deep within, discover the personal "leadership point of view" all great leaders possess-and apply it throughout your entire life.
Introduction: Leading at a Higher Level by Ken Blanchard xv
SECTION I: SET YOUR SIGHTS ON THE RIGHT TARGET AND VISION
Chapter 1 Is Your Organization High Performing? 3
Don Carew, Fay Kandarian, Eunice Parisi-Carew, Jesse Stoner, and Ken Blanchard
Chapter 2 The Power of Vision 17
Jesse Stoner, Ken Blanchard, and Drea Zigarmi
SECTION II: TREAT YOUR CUSTOMERS RIGHT
Chapter 3 Serving Customers at a Higher Level 33
Ken Blanchard, Kathy Cuff, Vicki Halsey, and Jesse Stoner
SECTION III: TREAT YOUR PEOPLE RIGHT
Chapter 4 Empowerment Is the Key 57
Alan Randolph and Ken Blanchard
Chapter 5 Situational Leadership® II: The Integrating Concept 75
The Founding Associates
Chapter 6 Self Leadership: The Power Behind Empowerment 91
Susan Fowler, Ken Blanchard, and Laurence Hawkins
Chapter 7 Partnering for Performance 105
Fred Finch and Ken Blanchard
Chapter 8 Essential Skills for Partnering for Performance: The One Minute Manager® 129
Ken Blanchard and Fred Finch
Chapter 9 Coaching: A Key Competency for Leadership Development 149
Linda Miller and Madeleine Homan Blanchard
Chapter 10 Situational Team Leadership 165
Don Carew, Eunice Parisi-Carew, Lael Good, and Ken Blanchard
Chapter 11 Organizational Leadership 191
Pat Zigarmi, Judd Hoekstra, Ken Blanchard, and Drea Zigarmi
Chapter 12 Strategies for Leading a Change 215
Pat Zigarmi and Judd Hoekstra
SECTION IV: HAVE THE RIGHT KIND OF LEADERSHIP
Chapter 13 Managing a Successful Culture Transformation 241
Garry Demarest, Chris Edmonds, and Bob Glaser
Chapter 14 Servant Leadership 261
Ken Blanchard, Scott Blanchard, and Drea Zigarmi
Chapter 15 Determining Your Leadership Point of View 289
Ken Blanchard, Margie Blanchard, and Pat Zigarmi
About the Authors 327
Services Available 347