Dr Katalin Illes Developing Competences for Next Generation Service Sectors Conference April 13–14, 2011, Porvoo, Finland

Historic Perspective Words and Actions Freedom and Responsibility Growth and Education Stories and Metaphors

Paradigm shift Need to review our relationships to nature to each other to work Growing complexities Coexistence of paradoxes ( competition and collaboration) (certainties and uncertainties)

AgricultureTangible goods Agriculture Tangible goods ManufacturingTangible goods Service sectorIntangible goods

1,000 Years 2011

Radical Substantial Incremental Negligible Egyptian Greek Roman NormanModern Time Pace and Extent of change Military Technology Communication Technology Transportation Technology Human Awareness

Radical Substantial Incremental Negligible Egyptian Greek Roman NormanModern Time Pace and Extent of change Military Technology Communication Technology Transportation Technology Human Awareness Leadership Assumptions Discontinuity

The worst leader is one that lies and is despised; not much better is one that leads using oppression and fear; a little better is the leader who is visible, loved and respected; however, the best leader is one whom the people hardly knows exits, leaving them to say, once the aim is achieved, We did it ourselves. (Lau Tzu, Tao Te Ching, verse 17)

What does it mean to serve? What does it mean to serve? No universally accepted definition No universally accepted definition Different meanings lead to different actions Different meanings lead to different actions What does service mean to you personally? What does service mean to you personally?

ServeServe Help Attend Service Function Serve Well Wait on Suffice Answer Do Attend to Move Dish

To serve and to be served To serve and to be served It is the basis of all human interaction It is the basis of all human interaction Participants give and receive through every transaction Participants give and receive through every transaction

Extract of Martin Luther King's sermon on the Drum Major Instinct.

What is the intent? What is the intent? What is the relationship like? What is the relationship like? – Equal partnership – Lower/higher status Attitudes Attitudes

To Take Demand more Overly critical Exploit Loose To Take Short Cuts Its a job Rob Loose To Serve To Be Served Mechanistic transaction Dissatisfaction, exhaustion

Human to Human exchange Added value for both To receive & give With gratitude Respect Appreciation Reciprocity Win To give With passion With Best skills Effort Intent Win To Serve To Be Served

Receptive Integration Synthesis Intuitive Co-operative Rest Heart Soft Feeling People Centred Non-deterministic Support Enable Yin Creative Assertion Analysis Rational Compectitive Action Mind Hard Thinking Task Centred Deterministic Challenge Control Yang

Values are what we Value Values are what we Value High Performance High Performance Context, not control Context, not control Pay top of Market Pay top of Market Promotions and development Promotions and development

The real company values, as opposed to the nice-sounding values, are shown by who gets rewarded, promoted, or let go. Real company values are the behaviours and skills that we particularly value in fellow employees

You inspire others with your thirst for excellence You care intensely about your organisations success You celebrate wins You are tenacious You serve with Passion

Responsible People Thrive on Freedom, and are Worthy of Freedom Freedom is not absolute Like free speech there are some limited exceptions to freedom at work.

Self motivating Self-aware Self-disciplined Self improving Acts like a leader Doesnt wait to be told what to do Never feels thats not my job Behaves like an owner

Serving with Passion Continuous growth Learning Belonging Making a contribution

Adopted from Obolensky: Complex Adaptive Leadership

The Gyroscope is a possible metaphor for how to be rooted in values, focused and flexible at the same time

How to create our own individual and institutional gyroscopes? How to be unique, responsive and connected?

What does service means to you? When and how do you serve with passion?