Session 3 – September 30, 2011

AGENDA

• Colleen wrote, “…the most loving thing you can do is to be straight with People when they are getting off course.”  (p. 10).  Commitment to each other in the form of accountability is a critical component of community.  How effective are you at “being straight” and how does your organization encourage or inhibit it?
• Colleen notes that she and Herb Kelleher are very different (p. 19).  Authentic communities are diverse and inclusive.  How diverse is your team?  How comfortable would you be with a teammate or partner that is “very different” from you?
• “Lead with LUV” is full of powerful stories and Colleen will undoubtedly tell us a few that will be illustrative of the authentic community that you can simply feel walking through the halls of Southwest.  Does storytelling play a role in your community?  How could you encourage more?
• Colleen stated, “There should be no difference whatsoever between your principles and values when delivering internal Customer Service versus external Customer Service” (p. 69).  Healthy communities hold key values concerning how members treat each other.  Are there any differences between how you treat each other versus your Customers?
• Colleen shows her humility in stating, “People admire your strengths, but they respect your honesty regarding your vulnerability.”  (p. 106).  How safe is it in your community to express vulnerability? How often do you set the example by doing this?
• The Southwest Culture Committee is an excellent example of leaders who practice community building.  The Culture Committee is clearly important to Colleen yet she stated, “When I chaired this group, I didn’t come up with the agenda for them, but I facilitated their meetings once they came up with their agenda” (p. 126).  Authentic community is built by members, not necessarily by leaders.  Have you considered the fine line between carefully nurturing community (and culture) and trying to falsely manufacture it?  Could you trust and “LUV” your People enough to step back and allow them to find it for themselves?

• Be respectful & keep confidentiality

• Slow down; allow for silence

• Suspend assumptions

• Be open to influence

• Suspend judgment

• Practice active listening

• Ask clarifying questions

• The value of “Straight Talk:” You owe nothing less to the people you presume to lead.
• The power of formal leaders (and really anyone) admitting their vulnerabilities and weaknesses.
• The importance of holding ourselves accountable, especially in the form of not leaping onto assumptions until we have taken the time to gather all information.  In doing so we can help others grow instead of simply blaming.
• Colleen’s message is consistent, regardless of audience.  Good leaders know what they stand for that the message stays consistent.  This builds trust and consistency within the organization.
• Doing the right thing is more important than doing it the right way (as in the policy manual).  Elizabeth Mata highlighted this with a catering story in which she did the right thing.

• In order to hold your employees accountable, hold yourself accountable first.
• Treat your internal customers as well as you treat your external customers.
• Being with the group.
• The small group discussion and thoughts on how to implement the things we learned about from Colleen.
• Hearing Colleen speak and getting her insight on various issues regarding servant leadership.
• So powerful to hear from Colleen! What a treat!
• The group.
• “Do the right thing… not only the right way.”
• Colleen’s talk overall. The emphasis of the importance of being straight with people and also allowing people to be straight with you.
• Informal discussion with Colleen. Dialogue with smaller group always.
• Colleen’s humble approach to empowerment. “Do the right thing.” Leaders know when to follow… Internal and external customer service should be equal.
• Having Colleen of course. Also, see how many like-minded people accountable trying to practice and apply these principles.
• Listening to Colleen. Also, the check-in was great.
• Colleen.
• Colleen was amazing! I enjoyed the book so much and it helped me to validate our journey. This was the BEST SLLC I have attended!
• Colleen’s talk was very enlightening and enjoyable. Putting her down-to-earth nature together with the message was very affirming for me.
• Colleen’s sharing. Community building and sharing. Embracing differences and diversity.
• The conversation with Colleen was invaluable. The dialogue at the end was very insightful.
• The exposure to inspiring people. This was my 1^st meeting I joined the group talk.
• Everything, but I love to hear Colleen; she is the person who inspires me everyday.
• Being with other servant-leaders; renewing my passion for servant leadership.
• Hearing from Colleen, her insight, wisdom and values.
• Listening to Colleen and the participant “Luv” Southwest stories.
• Dialogue with the more experienced SLLC members.

• I thought my first experience with this group was great. No suggestions at this time.
• Everything was great! Just enough time for discussion and presentation.
• Add 30min so the check-in time can still be done without getting us off track.
• Everything was great.
• None, this was wonderful!
• No suggestions. Everything was great. The room, the food, the speaker and the fellowship. Great job!
• I will have to think on that… I will call you if I think of any.
• More interaction between participants.
• Great session. Nothing to add.
• Great session. More is the only thing I can suggest to improve.
• Could you really improve after Colleen? Encouraging some brownbag lunches impromptu with the communities.
• I would love to know more about the organization and the companies. Maybe handouts?
• You are doing a wonderful job. We love you!
• I like what you are doing. I know there is always room to improve, but you do a great job!
• Keep doing what you are doing. Really—Don’t’ stop!