The act of influencing others toward a goal. formal leaders Those who hold a position of authority and may utilize the power that comes from their position, as well as their personal power to influence others.
informal leaders Those without a formal position of authority within the organization but demonstrate leadership by influencing those around them through personal formsof power.
C H A P T E R 1 2
Leading People Within
After reading this chapter, you should be able to do the following:
1. Define what leadership is and identify traits of effective leaders.
2. Describe behaviors that effective leaders demonstrate.
3. Specify the contexts in which various leadership styles are effective.
4. Explain the concepts of transformational, transactional, charismatic, servant, and authentic
Leadership may be defined as the act of influencing others to work toward a goal. Leaders exist at all levels of an
organization. Some leaders hold a position of authority and may utilize the power that comes from their position, as
well as their personal power to influence others. They are called formal leaders. In contrast, informal leaders
are without a formal position of authority within the organization but demonstrate leadership by influencing others
through personal forms of power. One caveat is important here: Leaders do not rely on the use of force to influence
people. Instead, people willingly adopt the leader’s goal as their own goal. If a person is relying on force and
punishment, the person is a dictator, not a leader.
What makes leaders effective? What distinguishes people who are perceived as leaders from those who are not
perceived as leaders? More importantly, how do we train future leaders and improve our own leadership ability?
These are important questions that have attracted scholarly attention in the past several decades. In this chapter,
we will review the history of leadership studies and summarize the major findings relating to these important
questions. Around the world, we view leaders as at least partly responsible for their team or company’s success and
failure. Company CEOs are paid millions of dollars in salaries and stock options with the assumption that they hold
their company’s future in their hands. In politics, education, sports, profit and nonprofit sectors, the influence of
leaders over the behaviors of individuals and organizations is rarely questioned. When people and organizations
fail, managers and CEOs are often viewed as responsible. Some people criticize the assumption that leadership
always matters and call this belief “the romance of leadership.” However, research evidence pointing to the
importance of leaders for organizational success is accumulating.[1]
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Source: Used by permission of PepsiCo Incorporated.
She is among the top 100 most influential people according to Time magazine’s 2008 list. She is also number 5
in Forbes’s “Most Influential Women in the World” (2007), number 1 in Fortune’s “50 Most Powerful Women”
(2006), and number 22 in Fortune’s “25 Most Powerful People in Business” (2007). The lists go on and on. To
those familiar with her work and style, this should come as no surprise: Even before she became the CEO of
PepsiCo Inc. (NYSE: PEP) in 2006, she was one of the most powerful executives at PepsiCo and one of the two
candidates being groomed for the coveted CEO position. Born in Chennai, India, Nooyi graduated from Yale’s
School of Management and worked in companies such as the Boston Consulting Group Inc., Motorola Inc.,
and ABB Inc. She also led an all-girls rock band in high school, but that is a different story.
What makes her one of the top leaders in the business world today? To start with, she has a clear vision for
PepsiCo, which seems to be the right vision for the company at this point in time. Her vision is framed under
the term “performance with purpose,” which is based on two key ideas: tackling the obesity epidemic by improving
the nutritional status of PepsiCo products and making PepsiCo an environmentally sustainable company.
She is an inspirational speaker and rallies people around her vision for the company. She has the track record
to show that she means what she says. She was instrumental in PepsiCo’s acquisition of the food conglomerate
Quaker Oats Company and the juice maker Tropicana Products Inc., both of which have healthy
product lines. She is bent on reducing PepsiCo’s reliance on high-sugar, high-calorie beverages, and she made
sure that PepsiCo removed trans fats from all its products before its competitors. On the environmental side,
she is striving for a net zero impact on the environment. Among her priorities are plans to reduce the plastic
used in beverage bottles and find biodegradable packaging solutions for PepsiCo products. Her vision is long
term and could be risky for short-term earnings, but it is also timely and important.
Those who work with her feel challenged by her high-performance standards and expectation of excellence.
She is not afraid to give people negative feedback—and with humor, too. She pushes people until they come
up with a solution to a problem and does not take “I don’t know” for an answer. For example, she insisted that
her team find an alternative to the expensive palm oil and did not stop urging them forward until the alternative
arrived: rice bran oil.
Nooyi is well liked and respected because she listens to those around her, even when they disagree with her.
Her background cuts across national boundaries, which gives her a true appreciation for diversity, and she expects
those around her to bring their values to work. In fact, when she graduated from college, she wore a sari
to a job interview at Boston Consulting, where she got the job. She is an unusually collaborative person in the
top suite of a Fortune 500 company, and she seeks help and information when she needs it. She has friendships
with three ex-CEOs of PepsiCo who serve as her informal advisors, and when she was selected to the top
position at PepsiCo, she made sure that her rival for the position got a pay raise and was given influence in the
company so she did not lose him. She says that the best advice she received was from her father, who taught
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her to assume that people have good intentions. Nooyi notes that expecting people to have good intentions
helps her prevent misunderstandings and show empathy for them. It seems that she is a role model to other
business leaders around the world, and PepsiCo is well positioned to tackle the challenges the future may
Case written by Berrin Erdogan and Talya Bauer to accompany Bauer, T., & Erdogan, B. (2009). Organizational behavior (1st ed.). New York: Flat World
Knowledge. Based on information from Birger, J., Chandler, C., Frott, J., Gimbel, B., Gumbel, P., et al. (2008, May 12). The best advice I ever got. Fortune,
157(10), 70–80; Brady, D. (2007, June 11). Keeping cool in hot water. BusinessWeek. Retrieved April 30, 2010, from http://www.businessweek.com/
magazine/content/07_24/b4038067.htm; Compton, J. (2007, October 15). Performance with purpose. Beverage World, 126(10), 32; McKay, B. (2008,
May 6). Pepsi to cut plastic used in bottles. Wall Street Journal, Eastern edition, p. B2; Morris, B., & Neering, P. A. (2008, May 3). The Pepsi challenge: Can
this snack and soda giant go healthy? CEO Indra Nooyi says yes but cola wars and corn prices will test her leadership. Fortune, 157(4), 54–66; Schultz,
H. (2008, May 12). Indra Nooyi. Time, 171(19), 116–117; Seldman, M. (2008, June). Elevating aspirations at PepsiCo. T+D, 62(6), 36–38; The Pepsi
challenge (2006, August 19). Economist. Retrieved April 30, 2010, from http://www.economist.com/business-finance/displaystory.cfm?story_id
1. Indra Nooyi is not a typical CEO. How does she differ from your idea of what a typical CEO is like? How do
you think your current image of CEOs was created?
2. Indra Nooyi is touted as being “unusually collaborative” for someone in charge of a Fortune 500 company.
Why do you think her level of collaboration is so unusual for top executives?
3. Do you think Nooyi’s story represents a transition of American companies to a different type of leader or
simply a unique case?
4. Pepsi-Cola dates back to 1898 and officially became PepsiCo after merging with Frito-Lay in 1965. What
are some challenges the CEO faces today that were not an issue at that time? What are some aspects that
make the position easier in modern times?
5. If you were in Indra Nooyi’s shoes, what direction would you take the company, given the success you
have had thus far? What are some challenges that could arise in the near future for PepsiCo?
1. Learn the position of trait approaches in the history of leadership studies.
2. Explain the traits that are associated with leadership.
3. Discuss the limitations of trait approaches to leadership.
The earliest approach to the study of leadership sought to identify a set of traits that distinguished leaders
from nonleaders. What were the personality characteristics and the physical and psychological attributes
of people who are viewed as leaders? Because of the problems in measurement of personality
traits at the time, different studies used different measures. By 1940, researchers concluded that the
search for leadership-defining traits was futile. In recent years, though, after the advances in personality
literature such as the development of the Big Five personality framework, researchers have had more
success in identifying traits that predict leadership.[2] Most importantly, charismatic leadership, which
is among the contemporary approaches to leadership, may be viewed as an example of a trait approach.
The traits that show relatively strong relations with leadership are discussed below.[3]
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Many observers believe that Carly Fiorina, the
ousted CEO of HP, demonstrated high levels of
intelligence but low levels of empathy for the
people around her, which led to an
overreliance on numbers while ignoring the
human cost of her decisions.[4]
Source: http://commons.wikimedia.org/wiki/
2.1 Intelligence
General mental ability, which psychologists refer to as “g” and which is often called
“IQ” in everyday language, has been related to a person’s emerging as a leader within a
group. Specifically, people who have high mental abilities are more likely to be viewed
as leaders in their environment.[5] We should caution, though, that intelligence is a positive
but modest predictor of leadership, and when actual intelligence is measured with
paper-and-pencil tests, its relationship to leadership is a bit weaker compared to when
intelligence is defined as the perceived intelligence of a leader.[6] In addition to having a
high IQ, effective leaders tend to have high emotional intelligence (EQ). People with
high EQ demonstrate a high level of self awareness, motivation, empathy, and social
skills. The psychologist who coined the term emotional intelligence, Daniel Goleman,
believes that IQ is a threshold quality: It matters for entry- to high-level management
jobs, but once you get there, it no longer helps leaders, because most leaders already
have a high IQ. According to Goleman, what differentiates effective leaders from ineffective
ones becomes their ability to control their own emotions and understand other
people’s emotions, their internal motivation, and their social skills.[7]
2.2 Big 5 Personality Traits
Psychologists have proposed various systems for categorizing the characteristics that
make up an individual’s unique personality; one of the most widely accepted is the “Big
Five” model, which rates an individual according to Openness to experience, Conscientiousness,
Extraversion, Agreeableness, and Neuroticism. Several of the Big Five personality
traits have been related to leadership emergence (whether someone is viewed
as a leader by others) and effectiveness.[8]
FIGURE 12.3 Big Five Personality Traits
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Steve Ballmer, CEO of Microsoft Corporation, is
an extraverted leader. For example, to
celebrate Microsoft’s 25th anniversary, Ballmer
enthusiastically popped out of the anniversary
cake to surprise the audience.
Source: http://en.wikipedia.org/wiki/
Image:Steve_ballmer_2007_outdoors 2.jpg.
For example, extraversion is related to leadership. Extraverts are sociable, assertive, and
energetic people. They enjoy interacting with others in their environment and
demonstrate self-confidence. Because they are both dominant and sociable in their environment,
they emerge as leaders in a wide variety of situations. Out of all personality
traits, extraversion has the strongest relationship with both leader emergence and leader
effectiveness. This is not to say that all effective leaders are extraverts, but you are
more likely to find extraverts in leadership positions. An example of an introverted
leader is Jim Buckmaster, the CEO of Craigslist. He is known as an introvert, and he
admits to not having meetings because he does not like them.[9] Research shows that
another personality trait related to leadership is conscientiousness. Conscientious
people are organized, take initiative, and demonstrate persistence in their endeavors.
Conscientious people are more likely to emerge as leaders and be effective in that role.
Finally, people who have openness to experience—those who demonstrate originality,
creativity, and are open to trying new things—tend to emerge as leaders and also be
quite effective.
2.3 Self-Esteem
Self-esteem is not one of the Big Five personality traits, but it is an important aspect of
one’s personality. The degree to which a person is at peace with oneself and has an
overall positive assessment of one’s self worth and capabilities seem to be relevant to
whether someone is viewed as a leader. Leaders with high self-esteem support their
subordinates more and, when punishment is administered, they punish more effectively.[
10] It is possible that those with high self-esteem have greater levels of self-confidence
and this affects their image in the eyes of their followers. Self-esteem may also
explain the relationship between some physical attributes and leader emergence. For
example, research shows a strong relationship between being tall and being viewed as a
leader (as well as one’s career success over life). It is proposed that self-esteem may be
the key mechanism linking height to being viewed as a leader, because people who are
taller are also found to have higher self-esteem and therefore may project greater levels
of charisma as well as confidence to their followers.[11]
2.4 Integrity
Research also shows that people who are effective as leaders tend to have a moral compass and demonstrate
honesty and integrity.[12] Leaders whose integrity is questioned lose their trustworthiness, and
they hurt their company’s business along the way. For example, when it was revealed that Whole Foods
Market CEO John Mackey was using a pseudonym to make negative comments online about the company’s
rival Wild Oats Markets Inc., his actions were heavily criticized, his leadership was questioned,
and the company’s reputation was affected.[13]
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FIGURE 12.5 Key Traits Associated With Leadership
There are also some traits that are negatively related to leader emergence and being successful in that
position. For example, agreeable people who are modest, good natured, and avoid conflict are less
likely to be perceived as leaders.[14]
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Condoleezza Rice had
different responsibilities as
the provost of Stanford
University compared to her
role as secretary of state for
the United States. Do you
think these differences
affected her behavior as a
Source: http://en.wikipedia.org/wiki/
Despite problems in trait approaches, these findings can still be useful to managers and companies.
For example, knowing about leader traits helps organizations select the right people into positions of
responsibility. The key to benefiting from the findings of trait researchers is to be aware that not all
traits are equally effective in predicting leadership potential across all circumstances. Some organizational
situations allow leader traits to make a greater difference.[15] For example, in small, entrepreneurial
organizations where leaders have a lot of leeway to determine their own behavior, the type of
traits leaders have may make a difference in leadership potential. In large, bureaucratic, and rule-bound
organizations such as the government and the military, a leader’s traits may have less to do with how
the person behaves and whether the person is a successful leader.[16] Moreover, some traits become relevant
in specific circumstances. For example, bravery is likely to be a key characteristic in military leaders,
but not necessarily in business leaders. Scholars now conclude that instead of trying to identify a
few traits that distinguish leaders from nonleaders, it is important to identify the conditions under
which different traits affect a leader’s performance, as well as whether a person emerges as a leader.[17]
Many studies searched for a limited set of personal attributes, or traits, which would make someone be viewed
as a leader and be successful as a leader. Some traits that are consistently related to leadership include intelligence
(both mental ability and emotional intelligence), personality (extraversion, conscientiousness, openness
to experience, self-esteem), and integrity. The main limitation of the trait approach was that it ignored the situation
in which leadership occurred. Therefore, it is more useful to specify the conditions under which different
traits are needed.
1. Think of a leader you admire. What traits does this person have? Are they consistent with the traits
discussed in this chapter? If not, why is this person effective despite the presence of different traits?
2. Can the findings of traits approaches be used to train potential leaders? Which traits seem easier to teach?
Which are more stable?
3. How can organizations identify future leaders with a given set of traits? Which methods would be useful
for this purpose?
4. What other traits can you think of that would be relevant to leadership?
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task-oriented leader
Structuring the roles of
subordinates, providing them
with instructions, and
behaving in ways that will
increase the performance of
the group (also called
initiating structure).
people-oriented leader
Showing concern for
employee feelings and
treating employees with
respect (also called
Behavioral approaches to leadership showed
that task-oriented and people-oriented
behaviors are two key aspects of leadership.
© 2010 Jupiterimages Corporation
1. Explain the behaviors that are associated with leadership.
2. Identify the three alternative decision-making styles leaders use and the conditions under
which they are more effective.
3. Discuss the limitations of behavioral approaches to leadership.
3.1 Leader Behaviors
When trait researchers became disillusioned in the 1940s, their attention turned to studying leader behaviors.
What did effective leaders actually do? Which behaviors made them perceived as leaders?
Which behaviors increased their success? To answer these questions, researchers at Ohio State
University and the University of Michigan used many different techniques, such as observing leaders in
laboratory settings as well as surveying them. This research stream led to the discovery of two broad
categories of behaviors: task-oriented behaviors (sometimes called initiating structure) and people-oriented
behaviors (also called consideration). Task-oriented leader behaviors involve structuring the
roles of subordinates, providing them with instructions, and behaving in ways that will increase the
performance of the group. Task-oriented behaviors are directives given to employees to get things done
and to ensure that organizational goals are met. People-oriented leader behaviors include showing
concern for employee feelings and treating employees with respect. People-oriented leaders genuinely
care about the well-being of their employees, and they demonstrate their concern in their actions and
decisions. At the time, researchers thought that these two categories of behaviors were the keys to the
puzzle of leadership.[18] However, research did not support the argument that demonstrating both of
these behaviors would necessarily make leaders effective.[19]
When we look at the overall findings regarding these leader behaviors, it seems
that both types of behaviors, in the aggregate, are beneficial to organizations, but for
different purposes. For example, when leaders demonstrate people-oriented behaviors,
employees tend to be more satisfied and react more positively. However, when leaders
are task oriented, productivity tends to be a bit higher.[20] Moreover, the situation in
which these behaviors are demonstrated seems to matter. In small companies, task-oriented
behaviors were found to be more effective than in large companies.[21] There is
also some evidence that very high levels of leader task-oriented behaviors may cause
burnout with employees.[22]
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authoritarian decision
What occurs when leaders
make the decision alone
without necessarily involving
employees in the
decision-making process.
democratic decision
What occurs when leaders
and employees participate in
the making of the decision.
laissez-faire decision
What occurs when leaders
leave employees alone to
make the decision. The leader
provides minimum guidance
and involvement in the
Theory X
A theory of human nature
which assumes that
employees are lazy, do not
enjoy working, and will avoid
expending energy on work
whenever possible.
Theory Y
A theory of human nature
which assumes that
employees are not lazy, can
enjoy work, and will put effort
into furthering organizational
3.2 Leader Decision Making
Another question behavioral researchers focused on involved how leaders actually make decisions and
the influence of decision-making styles on leader effectiveness and employee reactions. Three types of
decision-making styles were studied. In authoritarian decision making, leaders make the decision
alone without necessarily involving employees in the decision-making process. When leaders use
democratic decision making, employees participate in the making of the decision. Finally, leaders
using laissez-faire decision making leave employees alone to make the decision. The leader provides
minimum guidance and involvement in the decision.
As with other lines of research on leadership, research did not identify one decision-making style
as the best. It seems that the effectiveness of the style the leader is using depends on the circumstances.
A review of the literature shows that when leaders use more democratic or participative decision-making
styles, employees tend to be more satisfied; however, the effects on decision quality or employee
productivity are weaker. Moreover, instead of expecting to be involved in every single decision, employees
seem to care more about the overall participativeness of the organizational climate.[23] Different
types of employees may also expect different levels of involvement. In a research organization, scientists
viewed democratic leadership most favorably and authoritarian leadership least favorably,[24] but
employees working in large groups where opportunities for member interaction was limited preferred
authoritarian leader decision making.[25] Finally, the effectiveness of each style seems to depend on who
is using it. There are examples of effective leaders using both authoritarian and democratic styles. At
Hyundai Motor America, high-level managers use authoritarian decision-making styles, and the company
is performing very well.[26]
Google cofounders Larry Page and Sergey Brin (shown here) are known for their democratic decision-making styles.
Source: http://commons.wikimedia.org/wiki/ Image:Sergey_Brin,_Web_2.0_Conference.jpg.
The track record of the laissez-faire decision-making style is more problematic. Research shows that
this style is negatively related to employee satisfaction with leaders and leader effectiveness.[27] Laissezfaire
leaders create high levels of ambiguity about job expectations on the part of employees, and employees
also engage in higher levels of conflict when leaders are using the laissez-faire style.[28]
Leadership Assumptions about Human Nature
Why do some managers believe that the only way to manage employees is to force and coerce them to work
while others adopt a more humane approach? Douglas McGregor, an MIT Sloan School of Management professor,
believed that a manager’s actions toward employees were dictated by having one of two basic sets of
assumptions about employee attitudes. His two contrasting categories, outlined in his 1960 book, The Human
Side of Enterprise, are known as Theory X and Theory Y.
According to McGregor, some managers subscribe to Theory X. The main assumptions of Theory X managers
are that employees are lazy, do not enjoy working, and will avoid expending energy on work whenever
possible. For a manager, this theory suggests employees need to be forced to work through any number of
control mechanisms ranging from threats to actual punishments. Because of the assumptions they make
about human nature, Theory X managers end up establishing rigid work environments. Theory X also assumes
employees completely lack ambition. As a result, managers must take full responsibility for their subordinates’
actions, as these employees will never take initiative outside of regular job duties to accomplish tasks.
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In contrast, Theory Y paints a much more positive view of employees’ attitudes and behaviors. Under Theory
Y, employees are not lazy, can enjoy work, and will put effort into furthering organizational goals. Because
these managers can assume that employees will act in the best interests of the organization given the chance,
Theory Y managers allow employees autonomy and help them become committed to particular goals. They
tend to adopt a more supportive role, often focusing on maintaining a work environment in which employees
can be innovative and prosperous within their roles.
One way of improving our leadership style would be to become conscious about our theories of human
nature, and question the validity of our implicit theories.
Source: McGregor, D. (1960). Human side of enterprise. New York: McGraw Hill.
3.3 Limitations of Behavioral Approaches
Behavioral approaches, similar to trait approaches, fell out of favor because they neglected the environment
in which behaviors are demonstrated. The hope of the researchers was that the identified behaviors
would predict leadership under all circumstances, but it may be unrealistic to expect that a given set
of behaviors would work under all circumstances. What makes a high school principal effective on the
job may be very different from what makes a military leader effective, which would be different from
behaviors creating success in small or large business enterprises. It turns out that specifying the conditions
under which these behaviors are more effective may be a better approach.
When researchers failed to identify a set of traits that would distinguish effective from ineffective leaders, research
attention turned to the study of leader behaviors. Leaders may demonstrate task-oriented and peopleoriented
behaviors. Both seem to be related to important outcomes, with task-oriented behaviors more
strongly relating to leader effectiveness and people-oriented behaviors leading to employee satisfaction.
Leaders can also make decisions using authoritarian, democratic, or laissez-faire styles. While laissez-faire has
certain downsides, there is no best style, and the effectiveness of each style seems to vary across situations.
Because of the inconsistency of results, researchers realized the importance of the context in which leadership
occurs, which paved the way to contingency theories of leadership.
1. Give an example of a leader you admire whose behavior is primarily task oriented, and one whose
behavior is primarily people oriented.
2. What are the limitations of authoritarian decision making? Under which conditions do you think
authoritarian style would be more effective?
3. What are the limitations of democratic decision making? Under which conditions do you think democratic
style would be more effective?
4. What are the limitations of laissez-faire decision making? Under which conditions do you think laissez-faire
style would be more effective?
5. Examine your own leadership style. Which behaviors are you more likely to demonstrate? Which decisionmaking
style are you more likely to use?
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1. Learn about the major situational conditions that determine the effectiveness of different leadership
2. Identify the conditions under which highly task-oriented and highly people-oriented leaders
can be successful based on Fiedler’s contingency theory.
3. Describe the Path-Goal theory of leadership.
4. Describe a method by which leaders can decide how democratic or authoritarian their decision
making should be.
What is the best leadership style? By now, you must have realized that this may not be the right question
to ask. Instead, a better question might be: Under which conditions are certain leadership styles
more effective? After the disappointing results of trait and behavioral approaches, several scholars developed
leadership theories that specifically incorporated the role of the environment. Specifically, researchers
started following a contingency approach to leadership—rather than trying to identify traits
or behaviors that would be effective under all conditions, the attention moved toward specifying the
situations under which different styles would be effective.
4.1 Fiedler’s Contingency Theory
The earliest and one of the most influential contingency theories was developed by Frederick
Fiedler.[29] According to the theory, a leader’s style is measured by a scale called Least Preferred Coworker
scale (LPC). People who are filling out this survey are asked to think of a person who is their
least preferred coworker. Then, they rate this person in terms of how friendly, nice, and cooperative
this person is. Imagine someone you did not enjoy working with. Can you describe this person in positive
terms? In other words, if you can say that the person you hated working with was still a nice person,
you would have a high LPC score. This means that you have a people-oriented personality, and
you can separate your liking of a person from your ability to work with that person. On the other hand,
if you think that the person you hated working with was also someone you did not like on a personal
level, you would have a low LPC score. To you, being unable to work with someone would mean that
you also dislike that person. In other words, you are a task-oriented person.
According to Fiedler’s theory, different people can be effective in different situations. The LPC
score is akin to a personality trait and is not likely to change. Instead, placing the right people in the
right situation or changing the situation to suit an individual is important to increase a leader’s effectiveness.
The theory predicts that in “favorable” and “unfavorable” situations, a low LPC leader—one
who has feelings of dislike for coworkers who are difficult to work with—would be successful. When
situational favorableness is medium, a high LPC leader—one who is able to personally like coworkers
who are difficult to work with—is more likely to succeed.
How does Fiedler determine whether a situation is “favorable,” “medium,” or “unfavorable”?
There are three conditions creating situational favorableness: leader-subordinate relations, position
power, and task structure. If the leader has a good relationship with most people and has high position
power, and the task at hand is structured, the situation is very favorable. When the leader has low-quality
relations with employees and has low position power, and the task at hand it relatively unstructured,
the situation is very unfavorable.
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FIGURE 12.9 Situational Favorableness
Sources: Based on information in Fiedler, F. E. (1967). A theory of leadership effectiveness. New York: McGraw-Hill; Fiedler, F. E. (1964). A
contingency model of leader effectiveness. In L. Berkowitz (Ed.), Advances in experimental social psychology, vol. 1 (pp. 149–190). New York: Academic
Research partially supports the predictions of Fiedler’s contingency theory.[30] Specifically, there is
more support for the theory’s predictions about when low LPC leadership should be used, but the part
about when high LPC leadership would be more effective received less support. Even though the theory
was not supported in its entirety, it is a useful framework to think about when task- versus people-oriented
leadership may be more effective. Moreover, the theory is important because of its explicit recognition
of the importance of the context of leadership.
4.2 Situational Leadership
Another contingency approach to leadership is Kenneth Blanchard and Paul Hersey’s Situational Leadership
Theory (SLT) which argues that leaders must use different leadership styles depending on their
followers’ development level.[31] According to this model, employee readiness (defined as a combination
of their competence and commitment levels) is the key factor determining the proper leadership
style. This approach has been highly popular with 14 million managers across 42 countries undergoing
SLT training and 70% of Fortune 500 companies employing its use.[32]
The model summarizes the level of directive and supportive behaviors that leaders may exhibit.
The model argues that to be effective, leaders must use the right style of behaviors at the right time in
each employee’s development. It is recognized that followers are key to a leader’s success. Employees
who are at the earliest stages of developing are seen as being highly committed but with low competence
for the tasks. Thus, leaders should be highly directive and less supportive. As the employee becomes
more competent, the leader should engage in more coaching behaviors. Supportive behaviors
are recommended once the employee is at moderate to high levels of competence. And finally, delegating
is the recommended approach for leaders dealing with employees who are both highly committed
and highly competent. While the SLT is popular with managers, relatively easy to understand and use,
and has endured for decades, research has been mixed in its support of the basic assumptions of the
model.[33] Therefore, while it can be a useful way to think about matching behaviors to situations, overreliance
on this model, at the exclusion of other models, is premature.
TABLE 12.1
Situational Leadership Theory helps leaders match their style to follower readiness levels.
Competence (Moderate to
Follower Readiness
Commitment (Variable) Commitment
Recommended Leader
Supporting Behavior Delegating
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directive leaders
Leaders who provide specific
directions to their employees.
They lead employees by
clarifying role expectations,
setting schedules, and
making sure that employees
know what to do on a given
work day.
supportive leaders
Leaders who provide
emotional support to
employees. They treat
employees well, care about
them on a personal level, and
they are encouraging.
participative leaders
Those who make sure that
employees are involved in
the making of important
Those who set goals for
employees and encourage
them to reach their goals.
4.3 Path-Goal Theory of Leadership
Robert House’s path-goal theory of leadership is based on the expectancy theory of motivation.[34] The
expectancy theory of motivation suggests that employees are motivated when they believe—or expect—
that (a) their effort will lead to high performance, (b) their high performance will be rewarded,
and (c) the rewards they will receive are valuable to them. According to the path-goal theory of leadership,
the leader’s main job is to make sure that all three of these conditions exist. Thus, leaders will create
satisfied and high-performing employees by making sure that employee effort leads to performance,
and their performance is rewarded by desired rewards. The leader removes roadblocks along the way
and creates an environment that subordinates find motivational.
The theory also makes specific predictions about what type of leader behavior will be effective under
which circumstances.[35] The theory identifies four leadership styles. Each of these styles can be
effective, depending on the characteristics of employees (such as their ability level, preferences, locus of
control, and achievement motivation) and characteristics of the work environment (such as the level of
role ambiguity, the degree of stress present in the environment, and the degree to which the tasks are
Four Leadership Styles
Directive leaders provide specific directions to their employees. They lead employees by clarifying
role expectations, setting schedules, and making sure that employees know what to do on a given work
day. The theory predicts that the directive style will work well when employees are experiencing role
ambiguity on the job. If people are unclear about how to go about doing their jobs, giving them specific
directions will motivate them. On the other hand, if employees already have role clarity, and if they are
performing boring, routine, and highly structured jobs, giving them direction does not help. In fact, it
may hurt them by creating an even more restricting atmosphere. Directive leadership is also thought to
be less effective when employees have high levels of ability. When managing professional employees
with high levels of expertise and job-specific knowledge, telling them what to do may create a low-empowerment
environment, which impairs motivation.
Supportive leaders provide emotional support to employees. They treat employees well, care
about them on a personal level, and they are encouraging. Supportive leadership is predicted to be
effective when employees are under a lot of stress or performing boring, repetitive jobs. When employees
know exactly how to perform their jobs but their jobs are unpleasant, supportive leadership may be
more effective.
Participative leaders make sure that employees are involved in the making of important decisions.
Participative leadership may be more effective when employees have high levels of ability, and
when the decisions to be made are personally relevant to them. For employees with a high internal
locus of control (those who believe that they control their own destiny), participative leadership is a
way of indirectly controlling organizational decisions, which is likely to be appreciated.
Achievement-oriented leaders set goals for employees and encourage them to reach their goals.
Their style challenges employees and focuses their attention on work-related goals. This style is likely
to be effective when employees have both high levels of ability and high levels of achievement
The path-goal theory of leadership has received partial but encouraging levels of support from researchers.
Because the theory is highly complicated, it has not been fully and adequately tested.[36] The
theory’s biggest contribution may be that it highlights the importance of a leader’s ability to change
styles depending on the circumstances. Unlike Fiedler’s contingency theory, in which the leader’s style
is assumed to be fixed and only the environment can be changed, House’s path-goal theory underlines
the importance of varying one’s style depending on the situation.
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FIGURE 12.10 Predictions of the Path-Goal Theory Approach to Leadership
Sources: Based on information presented in House, R. J. (1996). Path-goal theory of leadership: Lessons, legacy, and a reformulated theory. Leadership
Quarterly, 7, 323–352; House, R. J., & Mitchell, T. R. (1974). Path-goal theory of leadership. Journal of Contemporary Business, 3, 81–97.
4.4 Vroom and Yetton’s Normative Decision Model
Yale School of Management Professor Victor Vroom and his colleagues Philip Yetton and Arthur Jago
developed a decision-making tool to help leaders determine how much involvement they should seek
when making decisions.[37] The model starts by having leaders answer several key questions and working
their way through a decision tree based on their responses. Let’s try it. Imagine that you want to
help your employees lower their stress so that you can minimize employee absenteeism. There are a
number of approaches you could take to reduce employee stress, such as offering gym memberships,
providing employee assistance programs, a nap room, and so forth.
Let’s refer to the model and start with the first question. As you answer each question as high (H)
or low (L), follow the corresponding path down the funnel.
1. Decision Significance. The decision has high significance, because the approach chosen needs to
be effective at reducing employee stress for the insurance premiums to be lowered. In other
words, there is a quality requirement to the decision. Follow the path through H.
2. Importance of Commitment. Does the leader need employee cooperation to implement the
decision? In our example, the answer is high, because employees may simply ignore the resources
if they do not like them. Follow the path through H.
3. Leader expertise. Does the leader have all the information needed to make a high quality decision?
In our example, leader expertise is low. You do not have information regarding what your
employees need or what kinds of stress reduction resources they would prefer. Follow the path
through L.
4. Likelihood of commitment. If the leader makes the decision alone, what is the likelihood that the
employees would accept it? Let’s assume that the answer is low. Based on the leader’s experience
with this group, they would likely ignore the decision if the leader makes it alone. Follow the path
from L.
5. Goal alignment. Are the employee goals aligned with organizational goals? In this instance,
employee and organizational goals may be aligned because you both want to ensure that
employees are healthier. So let’s say the alignment is high, and follow H.
6. Group expertise. Does the group have expertise in this decision-making area? The group in
question has little information about which alternatives are costlier, or more user friendly. We’ll
say group expertise is low. Follow the path from L.
7. Team competence. What is the ability of this particular team to solve the problem? Let’s imagine
that this is a new team that just got together and they have little demonstrated expertise to work
together effectively. We will answer this as low or L.
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Based on the answers to the questions we gave, the normative approach recommends consulting employees
as a group. In other words, the leader may make the decision alone after gathering information
from employees and is not advised to delegate the decision to the team or to make the decision alone.
FIGURE 12.11
Vroom and Yetton’s leadership decision tree shows leaders which styles will be most effective in different
Source: Used by permission from Victor H. Vroom.
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Decision-Making Styles
< Decide. The leader makes the decision alone using available information.
< Consult Individually. The leader obtains additional information from group members before
making the decision alone.
< Consult as a group. The leader shares the problem with group members individually and makes
the final decision alone.
< Facilitate. The leader shares information about the problem with group members collectively,
and acts as a facilitator. The leader sets the parameters of the decision.
< Delegate. The leader lets the team make the decision.
Vroom and Yetton’s normative model is somewhat complicated, but research results support the validity
of the model. On average, leaders using the style recommended by the model tend to make more
effective decisions compared to leaders using a style not recommended by the model.[38]
The contingency approaches to leadership describe the role the situation would have in choosing the most
effective leadership style. Fiedler’s contingency theory argued that task-oriented leaders would be most effective
when the situation was the most and the least favorable, whereas people-oriented leaders would be
effective when situational favorableness was moderate. Situational Leadership Theory takes the maturity level
of followers into account. House’s path-goal theory states that the leader’s job is to ensure that employees
view their effort as leading to performance, and to increase the belief that performance would be rewarded.
For this purpose, leaders would use directive-, supportive-, participative-, and achievement-oriented leadership
styles depending on what employees needed to feel motivated. Vroom and Yetton’s normative model is
a guide leaders can use to decide how participative they should be given decision environment
1. Do you believe that the least preferred coworker technique is a valid method of measuring someone’s
leadership style? Why or why not?
2. Do you believe that leaders can vary their style to demonstrate directive-, supportive-, achievement-, and
participative-oriented styles with respect to different employees? Or does each leader tend to have a
personal style that he or she regularly uses toward all employees?
3. What do you see as the limitations of the Vroom-Yetton leadership decision-making approach?
4. Which of the leadership theories covered in this section do you think are most useful and least useful to
practicing managers? Why?
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transformational leaders
Those who lead employees
by aligning employee goals
with the leader’s goals. These
leaders use their charisma,
inspirational motivation,
intellectual stimulation, and
individualized consideration
to influence their followers.
transactional leaders
Those who ensure that
employees demonstrate the
right behaviors and provide
resources in exchange. These
leaders provide contingent
rewards and manage by
1. Learn about the difference between transformational and transactional leaders.
2. Find out about the relationship between charismatic leadership and how it relates to leader
3. Learn how to be charismatic.
4. Describe how high-quality leader-subordinate relationships develop.
5. Define servant leadership and evaluate its potential for leadership effectiveness.
6. Define authentic leadership and evaluate its potential for leadership effectiveness.
What are the leadership theories that have the greatest contributions to offer to today’s business environment?
In this section, we will review the most recent developments in the field of leadership.
5.1 Transformational Leadership
Transformational leadership theory is a recent addition to the literature, but more research has been
conducted on this theory than all the contingency theories combined. The theory distinguishes transformational
and transactional leaders. Transformational leaders lead employees by aligning employee
goals with the leader’s goals. Thus, employees working for transformational leaders start focusing
on the company’s well-being rather than on what is best for them as individual employees. On the
other hand, transactional leaders ensure that employees demonstrate the right behaviors and
provide resources in exchange.[39]
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Behaviors leaders
demonstrate that create
confidence in, commitment
to, and admiration for the
inspirational motivation
When leaders come up with a
vision that is inspiring to
intellectual stimulation
When leaders challenge
organizational norms and
status quo, and encourage
employees to think creatively
and work harder.
When leaders show personal
care and concern for the
well-being of their followers.
contingent rewards
Rewarding employees for
their accomplishments.
active management by
Leaving employees alone but
at the same time proactively
predicting potential
problems and preventing
them from occurring.
passive management by
Leaving employees alone but
then coming to the rescue if
anything goes wrong.
The belief that the other
party will show integrity,
fairness, and predictability in
one’s actions toward the
Transformational leaders have four tools in their possession, which they use to influence employees
and create commitment to the company goals.[40] First, transformational leaders are charismatic.
Charisma refers to behaviors leaders demonstrate that create confidence in, commitment to, and admiration
for the leader.[41] Charismatic individuals have a “magnetic” personality that is appealing to
followers. Second, transformational leaders use inspirational motivation, or come up with a vision
that is inspiring to others. Third is the use of intellectual stimulation, which means that they challenge
organizational norms and status quo, and they encourage employees to think creatively and work
harder. Finally, they use individualized consideration, which means that they show personal care
and concern for the well-being of their followers. Examples of transformational leaders include Steve
Jobs of Apple Inc.; Lee Iaccoca, who transformed Chrysler Motors LLC in the 1980s; and Jack Welch,
who was the CEO of General Electric Company for 20 years. Each of these leaders is charismatic and is
held responsible for the turnarounds of their companies.
While transformational leaders rely on their charisma, persuasiveness, and personal appeal to
change and inspire their companies, transactional leaders use three different methods. Contingent rewards
mean rewarding employees for their accomplishments. Active management by exception
involves leaving employees to do their jobs without interference, but at the same time proactively predicting
potential problems and preventing them from occurring. Passive management by exception
is similar in that it involves leaving employees alone, but in this method the manager waits until
something goes wrong before coming to the rescue.
Which leadership style do you think is more effective, transformational or transactional? Research
shows that transformational leadership is a very powerful influence over leader effectiveness as well as
employee satisfaction.[42] In fact, transformational leaders increase the intrinsic motivation of their followers,
build more effective relationships with employees, increase performance and creativity of their
followers, increase team performance, and create higher levels of commitment to organizational
change efforts.[43] However, except for passive management by exception, the transactional leadership
styles are also effective, and they also have positive influences over leader performance as well as employee
attitudes.[44] To maximize their effectiveness, leaders are encouraged to demonstrate both transformational
and transactional styles. They should also monitor themselves to avoid demonstrating
passive management by exception, or leaving employees to their own devices until problems arise.
Why is transformational leadership effective? The key factor may be trust. Trust is the belief that
the leader will show integrity, fairness, and predictability in his or her dealings with others. Research
shows that when leaders demonstrate transformational leadership behaviors, followers are more likely
to trust the leader. The tendency to trust in transactional leaders is substantially lower. Because transformational
leaders express greater levels of concern for people’s well-being and appeal to people’s values,
followers are more likely to believe that the leader has a trustworthy character.[45]
Is transformational leadership genetic? Some people assume that charisma is something people are
born with. You either have charisma, or you don’t. However, research does not support this idea. We
must acknowledge that there is a connection between some personality traits and charisma. Specifically,
people who have a neurotic personality tend to demonstrate lower levels of charisma, and people
who are extraverted tend to have higher levels of charisma. However, personality explains only around
10% of the variance in charisma.[46] A large body of research has shown that it is possible to train
people to increase their charisma and increase their transformational leadership.[47]
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FIGURE 12.12
Mustafa Kemal Ataturk, the
founder of the Turkish
Republic and its first
president, is known as a
charismatic leader. He is
widely admired and
respected in Turkey and
around the world. His
picture appears in all
schools, state buildings, all
denominations of Turkish
lira, and in many people’s
homes in Turkey.
high-quality LMX
A high-quality, trust-based
relationship between a leader
and a follower.
low-quality LMX
A situation in which the
leader and the employee
have lower levels of trust,
liking, and respect toward
each other.
Even if charisma can be learned, a more fundamental question remains: Is it really needed? Charisma
is only one element of transformational leadership, and leaders can be effective without charisma.
In fact, charisma has a dark side. For every charismatic hero such as Lee Iaccoca, Steve Jobs, and
Virgin Atlantic Airways Ltd.’s Sir Richard Branson, there are charismatic personalities who harmed
their organizations or nations, such as Adoph Hitler of Germany and Jeff Skilling of Enron Corporation.
Leadership experts warn that when organizations are in a crisis, a board of directors or hiring
manager may turn to heroes who they hope will save the organization, and sometimes hire people who
have no particular qualifications other than being perceived as charismatic.[48]
An interesting study shows that when companies have performed well, their CEOs are perceived as
charismatic, but CEO charisma has no relation to the future performance of a company.[49] So, what we
view as someone’s charisma may be largely because of their association with a successful company, and
the success of a company depends on a large set of factors, including industry effects and historical performance.
While it is true that charismatic leaders may sometimes achieve great results, the search for
charismatic leaders under all circumstances may be irrational.
OB Toolbox: Be Charismatic!
< Have a vision around which people can gather. When framing requests or addressing others, instead of
emphasizing short-term goals, stress the importance of the long-term vision. When giving a message,
think about the overarching purpose. What is the ultimate goal? Why should people care? What are
you trying to achieve?
< Tie the vision to history. In addition to stressing the ideal future, charismatic leaders also bring up the
history and how the shared history ties to the future.
< Watch your body language. Charismatic leaders are energetic and passionate about their ideas. This
involves truly believing in your own ideas. When talking to others, be confident, look them in the eye,
and express your belief in your ideas.
< Make sure that employees have confidence in themselves. You can achieve this by showing that you
believe in them and trust in their abilities. If they have real reason to doubt their abilities, make sure
that you address the underlying issue, such as training and mentoring.
< Challenge the status quo. Charismatic leaders solve current problems by radically rethinking the way
things are done and suggesting alternatives that are risky, novel, and unconventional.
Sources: Adapted from ideas in Frese, M., Beimel, S., & Schoenborg, S. (2003). Action training for charismatic leadership: Two evaluations of studies of a
commercial training module on inspirational communication of a vision. Personnel Psychology, 56, 671–697; Shamir, B., House, R. J., & Arthur, M. B.
(1993). The motivational effects of charismatic leadership: A self-concept based theory. Organization Science, 4, 577–594.
5.2 Leader-Member Exchange (LMX) Theory
Leader-member exchange (LMX) theory proposes that the type of relationship leaders have with their
followers (members of the organization) is the key to understanding how leaders influence employees.
Leaders form different types of relationships with their employees. In high-quality LMX relationships,
the leader forms a trust-based relationship with the member. The leader and member like each
other, help each other when needed, and respect each other. In these relationships, the leader and the
member are each ready to go above and beyond their job descriptions to promote the other’s ability to
succeed. In contrast, in low-quality LMX relationships, the leader and the member have lower
levels of trust, liking, and respect toward each other. These relationships do not have to involve actively
disliking each other, but the leader and member do not go beyond their formal job descriptions in their
exchanges. In other words, the member does his job, the leader provides rewards and punishments,
and the relationship does not involve high levels of loyalty or obligation toward each other.[50]
FIGURE 12.13 Antecedents and Consequences of Leader Member Exchange
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If you have work experience, you may have witnessed the different types of relationships managers
form with their employees. In fact, many leaders end up developing differentiated relationships with
their followers. Within the same work group, they may have in-group members who are close to them,
and out-group members who are more distant. If you have ever been in a high LMX relationship with
your manager, you may attest to the advantages of the relationship. Research shows that high LMX
members are more satisfied with their jobs, more committed to their companies, have higher levels of
clarity about what is expected of them, and perform at a higher level.[51] Employees’ high levels of performance
may not be a surprise, since they receive higher levels of resources and help from their managers
as well as more information and guidance. If they have questions, these employees feel more
comfortable seeking feedback or information.[52] Because of all the help, support, and guidance they receive,
employees who have a good relationship with the manager are in a better position to perform
well. Given all they receive, these employees are motivated to reciprocate to the manager, and therefore
they demonstrate higher levels of citizenship behaviors such as helping the leader and coworkers.[53]
Being in a high LMX relationship is also advantageous because a high-quality relationship is a buffer
against many stressors, such as being a misfit in a company, having personality traits that do not match
job demands, and having unmet expectations.[54] The list of the benefits high LMX employees receive is
long, and it is not surprising that these employees are less likely to leave their jobs.[55]
The problem, of course, is that not all employees have a high-quality relationship with their leader,
and those who are in the leader’s out-group may suffer as a result. But how do you develop a high-quality
relationship with your leader? It seems that this depends on many factors. Managers can help develop
such a meaningful and trust-based relationship by treating their employees in a fair and dignified
manner.[56] They can also test to see if the employee is trustworthy by delegating certain tasks when the
employee first starts working with the manager.[57] Employees also have an active role in developing
the relationship. Employees can put forth effort into developing a good relationship by seeking feedback
to improve their performance, being open to learning new things on the job, and engaging in
political behaviors such as the use of flattery.[58] Interestingly, high performance does not seem to be
enough to develop a high-quality exchange. Instead, interpersonal factors such as the similarity of personalities
and a mutual liking and respect are more powerful influences over how the relationship develops.[
59] Finally, the relationship develops differently in different types of companies, and corporate
culture matters in how leaders develop these relationships. In performance-oriented cultures, the relevant
factor seems to be how the leader distributes rewards, whereas in people-oriented cultures, the
leader treating people with dignity is more important.[60]
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Self-Assessment: Rate Your LMX
Answer the following questions using 1 = not at all, 2 = somewhat, 3 = fully agree.
1. _____ I like my supervisor very much as a person.
2. _____ My supervisor is the kind of person one would like to have as a friend.
3. _____ My supervisor is a lot of fun to work with.
4. _____ My supervisor defends my work actions to a superior, even without complete knowledge of the
issue in question.
5. _____ My supervisor would come to my defense if I were “attacked” by others.
6. _____ My supervisor would defend me to others in the organization if I made an honest mistake.
7. _____ I do work for my supervisor that goes beyond what is specified in my job description.
8. _____ I am willing to apply extra efforts, beyond those normally required, to further the interests of my
work group.
9. _____ I do not mind working my hardest for my supervisor.
10. _____ I am impressed with my supervisor’s knowledge of his or her job.
11. _____ I respect my supervisor’s knowledge of and competence on the job.
12. _____ I admire my supervisor’s professional skills.
Add your score for 1, 2, 3 = _____ . This is your score on the Liking factor of LMX.
A score of 3 to 4 indicates a low LMX in terms of liking. A score of 5 to 6 indicates an average LMX in terms of liking. A
score of 7+ indicates a high LMX in terms of liking.
Add your score for 4, 5, 6 = _____ . This is your score on the Loyalty factor of LMX.
A score of 3 to 4 indicates a low LMX in terms of loyalty. A score of 5 to 6 indicates an average LMX in terms of loyalty.
A score of 7+ indicates a high LMX in terms of loyalty.
Add your score for 7, 8, 9 = _____ . This is your score on the Contribution factor of LMX.
A score of 3 to 4 indicates a low LMX in terms of contribution. A score of 5 to 6 indicates an average LMX in terms of
contribution. A score of 7+ indicates a high LMX in terms of contribution.
Add your score for 10, 11, 12 = _____ . This is your score on the Professional Respect factor of LMX.
A score of 3 to 4 indicates a low LMX in terms of professional respect. A score of 5 to 6 indicates an average LMX in
terms of professional respect. A score of 7+ indicates a high LMX in terms of professional respect.
Source: Adapted from Liden, R. C., & Maslyn, J. M. (1998). Multidimensionality of leader-member exchange: An empirical assessment through scale
development. Journal of Management, 24, 43–72. Used by permission of Sage Publications.
Should you worry if you do not have a high-quality relationship with your manager? One problem in a
low-quality exchange is that employees may not have access to the positive work environment available
to high LMX members. Secondly, low LMX employees may feel that their situation is unfair. Even
when their objective performance does not warrant it, those who have a good relationship with the
leader tend to have positive performance appraisals.[61] Moreover, they are more likely to be given the
benefit of the doubt. For example, when high LMX employees succeed, the manager is more likely to
think that they succeeded because they put forth a lot of effort and had high abilities, whereas for low
LMX members who perform objectively well, the manager is less likely to make the same attribution.[
62] In other words, the leader may interpret the same situation differently, depending on which
employee is involved, and may reward low LMX employees less despite equivalent performance. In
short, those with a low-quality relationship with their leader may experience a work environment that
may not be supportive or fair.
Despite its negative consequences, we cannot say that all employees want to have a high-quality relationship
with their leader. Some employees may genuinely dislike the leader and may not value the
rewards in the leader’s possession. If the leader is not well liked in the company and is known as abusive
or unethical, being close to such a person may imply guilt by association. For employees who have
no interest in advancing their careers in the current company (such as a student employee who is
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servant leadership
A leadership approach that
defines the leader’s role as
serving the needs of others.
working in retail but has no interest in retail as a career), having a low-quality exchange may afford the
opportunity to just do one’s job without having to go above and beyond the job requirements. Finally,
not all leaders are equally capable of influencing their employees by having a good relationship with
them: It also depends on the power and influence of the leader in the company as a whole and how the
leader is treated within the organization. Leaders who are more powerful will have more to share with
their employees.[63]
What LMX theory implies for leaders is that one way of influencing employees is through the types
of relationships leaders form with their subordinates. These relationships develop naturally through the
work-related and personal interactions between the manager and the employee. Because they occur
naturally, some leaders may not be aware of the power that lies in them. These relationships have an
important influence over employee attitudes and behaviors. In the worst case, they have the potential
to create an environment characterized by favoritism and unfairness. Therefore, managers are advised
to be aware of how they build these relationships: Put forth effort in cultivating these relationships consciously,
be open to forming good relationships with people from all backgrounds regardless of characteristics
such as sex, race, age, or disability status, and prevent these relationships from leading to an
unfair work environment.
OB Toolbox: Ideas for Improving Your Relationship With Your Manager
Having a good relationship with your manager may substantially increase your job satisfaction, improve your
ability to communicate with your manager, and help you be successful in your job. Here are some tips to developing
a high-quality exchange.
< Create interaction opportunities with your manager. One way of doing this would be seeking feedback
from your manager with the intention of improving your performance. Be careful though: If the
manager believes that you are seeking feedback for a different purpose, it will not help.
< People are more attracted to those who are similar to them. So find out where your similarities lie. What
does your manager like that you also like? Do you have similar working styles? Do you have any
mutual experiences? Bringing up your commonalities in conversations may help.
< Utilize impression management tactics, but be tactful. If there are work-related areas in which you can
sincerely compliment your manager, do so. For example, if your manager made a decision that you
agree with, you may share your support. Most people, including managers, appreciate positive
feedback. However, flattering your manager in non-work-related areas (such as appearance) or using
flattery in an insincere way (praising an action you do not agree with) will only backfire and cause you
to be labeled as a flatterer.
< Be a reliable employee. Managers need people they can trust. By performing at a high level,
demonstrating predictable and consistent behavior, and by volunteering for challenging
assignments, you can prove your worth.
< Be aware that relationships develop early (as early as the first week of your working together). So be
careful how you behave during the interview and your very first days. If you rub your manager the
wrong way early on, it will be harder to recover the relationship.
Sources: Based on information presented in Colella, A., & Varma, A. (2001). The impact of subordinate disability on leader-member exchange
relationships. Academy of Management Journal, 44, 304–315; Liden, R. C., Wayne, S. J., & Stilwell, D. (1993). A longitudinal study on the early
development of leader-member exchanges. Journal of Applied Psychology, 78, 662–674; Maslyn, J. M., & Uhl-Bien, M. (2001). Leader-member exchange
and its dimensions: Effects of self-effort and other’s effort on relationship quality. Journal of Applied Psychology, 86, 697–708; Wing, L., Xu, H., & Snape,
E. (2007). Feedback-seeking behavior and leader-member exchange: Do supervisor-attributed motives matter? Academy of Management Journal, 50,
5.3 Servant Leadership
The early 21st century has been marked by a series of highly publicized corporate ethics scandals:
Between 2000 and 2003 we witnessed the scandals of Enron, WorldCom, Arthur Andersen LLP, Qwest
Communications International Inc., and Global Crossing Ltd. As corporate ethics scandals shake investor
confidence in corporations and leaders, the importance of ethical leadership and keeping longterm
interests of stakeholders in mind is becoming more widely acknowledged.
Servant leadership is a leadership approach that defines the leader’s role as serving the needs of
others. According to this approach, the primary mission of the leader is to develop employees and help
them reach their goals. Servant leaders put their employees first, understand their personal needs and
desires, empower them, and help them develop in their careers. Unlike mainstream management approaches,
the overriding objective in servant leadership is not limited to getting employees to contribute
to organizational goals. Instead, servant leaders feel an obligation to their employees, customers,
and the external community. Employee happiness is seen as an end in itself, and servant leaders sometimes
sacrifice their own well-being to help employees succeed. In addition to a clear focus on having a
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authentic leadership
A leadership approach
advising leaders to stay true
to their own values.
moral compass, servant leaders are also interested in serving the community. In other words, their
efforts to help others are not restricted to company insiders, and they are genuinely concerned about
the broader community surrounding their organization.[64] According to historian Doris Kearns Goodwin,
Abraham Lincoln was a servant leader because of his balance of social conscience, empathy, and
Even though servant leadership has some overlap with other leadership approaches such as transformational
leadership, its explicit focus on ethics, community development, and self-sacrifice are distinct
characteristics of this leadership style. Research shows that servant leadership has a positive impact
on employee commitment, employee citizenship behaviors toward the community (such as participating
in community volunteering), and job performance.[66] Leaders who follow the servant leadership
approach create a climate of fairness in their departments, which leads to higher levels of interpersonal
helping behavior.[67]
Servant leadership is a tough transition for many managers who are socialized to put their own
needs first, be driven by success, and tell people what to do. In fact, many of today’s corporate leaders
are not known for their humility! However, leaders who have adopted this approach attest to its effectiveness.
David Wolfskehl, of Action Fast Print in New Jersey, founded his printing company when he
was 24 years old. He marks the day he started asking employees what he can do for them as the beginning
of his company’s new culture. In the next 2 years, his company increased its productivity by
OB Toolbox: Be a Servant Leader
One of the influential leadership paradigms involves leaders putting others first. This could be a hard transition
for an achievement-oriented and success-driven manager who rises to high levels. Here are some tips to
achieve servant leadership.
< Don’t ask what your employees can do for you. Think of what you can do for them. Your job as a leader
is to be of service to them. How can you relieve their stress? Protect them from undue pressure? Pitch
in to help them? Think about creative ways of helping ease their lives.
< One of your key priorities should be to help employees reach their goals. This involves getting to know
them. Learn about who they are and what their values and priorities are.
< Be humble. You are not supposed to have all the answers and dictate others. One way of achieving
this humbleness may be to do volunteer work.
< Be open with your employees. Ask them questions. Give them information so that they understand
what is going on in the company.
< Find ways of helping the external community. Giving employees opportunities to be involved in
community volunteer projects or even thinking and strategizing about making a positive impact on
the greater community would help.
Sources: Based on information presented in Buchanan, L. (2007, May). In praise of selflessness: Why the best leaders are servants. Inc, 29(5), 33–35;
Douglas, M. E. (2005, March). Service to others. Supervision, 66(3), 6–9; Ramsey, R. D. (2005, October). The new buzz word. Supervision, 66(10), 3–5.
5.4 Authentic Leadership
Leaders have to be a lot of things to a lot of people. They operate within different structures, work with
different types of people, and they have to be adaptable. At times, it may seem that a leader’s smartest
strategy would be to act as a social chameleon, changing his or her style whenever doing so seems advantageous.
But this would lose sight of the fact that effective leaders have to stay true to themselves.
The authentic leadership approach embraces this value: Its key advice is “be yourself.” Think about
it: We all have different backgrounds, different life experiences, and different role models. These trigger
events over the course of our lifetime that shape our values, preferences, and priorities. Instead of trying
to fit into societal expectations about what a leader should be, act like, or look like, authentic leaders
derive their strength from their own past experiences. Thus, one key characteristic of authentic
leaders is that they are self aware. They are introspective, understand where they are coming from, and
have a thorough understanding of their own values and priorities. Secondly, they are not afraid to act
the way they are. In other words, they have high levels of personal integrity. They say what they think.
They behave in a way consistent with their values. As a result, they remain true to themselves. Instead
of trying to imitate other great leaders, they find their own style in their personality and life experiences.[
One example of an authentic leader is Howard Schultz, the founder of Starbucks Corporation
coffeehouses. As a child, Schultz witnessed the job-related difficulties his father experienced as a result
of medical problems. Even though he had no idea he would have his own business one day, the desire
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FIGURE 12.14
An example of an authentic leader is Howard
Schultz, the founder of Starbucks
coffeehouses. Witnessing his father losing jobs
because of medical problems, he became
passionate about a company’s need to care for
its employees.
Source: http://upload.wikimedia.org/wikipedia/commons/
to protect people was shaped in those years and became one of his foremost values. When he founded
Starbucks, he became an industry pioneer by providing health insurance and retirement coverage to
part-time as well as full-time employees.[70]
Authentic leadership requires understanding oneself. Therefore, in addition to self
reflection, feedback from others is needed to gain a true understanding of one’s behavior
and its impact on others. Authentic leadership is viewed as a potentially influential
style, because employees are more likely to trust such a leader. Moreover, working for
an authentic leader is likely to lead to greater levels of satisfaction, performance, and
overall well-being on the part of employees.[71]
Contemporary approaches to leadership include transformational leadership, leader-member exchange, servant
leadership, and authentic leadership. The transformational leadership approach highlights the importance
of leader charisma, inspirational motivation, intellectual stimulation, and individualized consideration as
methods of influence. Its counterpart is the transactional leadership approach, in which the leader focuses on
getting employees to achieve organizational goals. According to the leader-member exchange (LMX) approach,
the unique, trust-based relationships leaders develop with employees are the key to leadership effectiveness.
Recently, leadership scholars started to emphasize the importance of serving others and adopting a
customer-oriented view of leadership; another recent focus is on the importance of being true to oneself as a
leader. While each leadership approach focuses on a different element of leadership, effective leaders will
need to change their style based on the demands of the situation, as well as utilizing their own values and
moral compass.
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1. What are the characteristics of transformational leaders? Are transformational leaders more effective than
transactional leaders?
2. What is charisma? What are the advantages and disadvantages of charismatic leadership? Should
organizations look for charismatic leaders when selecting managers?
3. What are the differences (if any) between a leader having a high-quality exchange with employees and
being friends with employees?
4. What does it mean to be a servant leader? Do you know any leaders whose style resembles servant
leaders? What are the advantages of adopting such a leadership style?
5. What does it mean to be an authentic leader? How would such a style be developed?
1. Consider the role of leadership for ethical behavior.
2. Consider the role of national culture on leadership.
6.1 Leadership and Ethics
As some organizations suffer the consequences of ethical crises that put them out of business or damage
their reputations, the role of leadership as a driver of ethical behavior is receiving a lot of scholarly
attention as well as acknowledgement in the popular press. Ethical decisions are complex and, even to
people who are motivated to do the right thing, the moral component of a decision may not be obvious.
Therefore, employees often look to role models, influential people, and their managers for guidance
in how to behave. Unfortunately, research shows that people tend to follow leaders or other authority
figures even when doing so can put others at risk. The famous Milgram experiments support
this point. Milgram conducted experiments in which experimental subjects were greeted by someone
in a lab coat and asked to administer electric shocks to other people who gave the wrong answer in a
learning task. In fact, the shocks were not real and the learners were actors who expressed pain when
shocks were administered. Around two-thirds of the experimental subjects went along with the requests
and administered the shocks even after they reached what the subjects thought were dangerous
levels. In other words, people in positions of authority are influential in driving others to ethical or unethical
It seems that when evaluating whether someone is an effective leader, subordinates pay attention
to the level of ethical behaviors the leader demonstrates. In fact, one study indicated that the perception
of being ethical explained 10% of the variance in whether an individual was also perceived as a leader.
The level of ethical leadership was related to job satisfaction, dedication to the leader, and a willingness
to report job-related problems to the leader.[73]
Leaders influence the level of ethical behaviors demonstrated in a company by setting the tone of
the organizational climate. Leaders who have high levels of moral development create a more ethical
organizational climate.[74] By acting as a role model for ethical behavior, rewarding ethical behaviors,
publicly punishing unethical behaviors, and setting high expectations for the level of ethics, leaders play
a key role in encouraging ethical behaviors in the workplace.
The more contemporary leadership approaches are more explicit in their recognition that ethics is
an important part of effective leadership. Servant leadership emphasizes the importance of a large
group of stakeholders, including the external community surrounding a business. On the other hand,
authentic leaders have a moral compass, they know what is right and what is wrong, and they have the
courage to follow their convictions. Research shows that transformational leaders tend to have higher
levels of moral reasoning, even though it is not part of the transformational leadership theory.[75] It
seems that ethical behavior is more likely to happen when (a) leaders are ethical themselves, and (b)
they create an organizational climate in which employees understand that ethical behaviors are desired,
valued, and expected.

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6.2 Leadership Around the Globe
Is leadership universal? This is a critical question given the amount of international activity in the
world. Companies that have branches in different countries often send expatriates to manage the operations.
These expatriates are people who have demonstrated leadership skills at home, but will these
same skills work in the host country? Unfortunately, this question has not yet been fully answered. All
the leadership theories that we describe in this chapter are U.S.-based. Moreover, around 98% of all
leadership research has been conducted in the United States and other western nations. Thus, these
leadership theories may have underlying cultural assumptions. The United States is an individualistic,
performance-oriented culture, and the leadership theories suitable for this culture may not necessarily
be suitable to other cultures.
People who are perceived as leaders in one society may have different traits compared to people
perceived as leaders in a different culture, because each society has a concept of ideal leader prototypes.
When we see certain characteristics in a person, we make the attribution that this person is a leader.
For example, someone who is confident, caring, and charismatic may be viewed as a leader because we
feel that these characteristics are related to being a leader. These leadership prototypes are societally
driven and may have a lot to do with a country’s history and its heroes.
Recently, a large group of researchers from 62 countries came together to form a project group
called Global Leadership and Organizational Behavior Effectiveness or GLOBE.[76] This group is one of
the first to examine leadership differences around the world. Their results are encouraging, because, in
addition to identifying differences, they found similarities in leadership styles as well. Specifically, certain
leader traits seem to be universal. Around the world, people feel that honesty, decisiveness, being
trustworthy, and being fair are related to leadership effectiveness. There is also universal agreement in
characteristics viewed as undesirable in leaders: being irritable, egocentric, and a loner.[77] Visionary
and charismatic leaders were found to be the most influential leaders around the world, followed by
team-oriented and participative leaders. In other words, there seems to be a substantial generalizability
in some leadership styles.
Even though certain leader behaviors such as charismatic or supportive leadership appear to be
universal, what makes someone charismatic or supportive may vary across nations. For example, when
leaders fit the leadership prototype, they tend to be viewed as charismatic, but in Turkey, if they are
successful but did not fit the prototype, they were still viewed as charismatic.[78] In Western and Latin
cultures, people who speak in an emotional and excited manner may be viewed as charismatic. In Asian
cultures such as China and Japan, speaking in a monotonous voice may be more impressive because
it shows that the leader can control emotions. Similarly, how leaders build relationships or act supportively
is culturally determined. In collectivist cultures such as Turkey or Mexico, a manager is expected
to show personal interest in employees’ lives. Visiting an employee’s sick mother at the hospital may be
a good way of showing concern. Such behavior would be viewed as intrusive or strange in the United
States or the Netherlands. Instead, managers may show concern verbally or by lightening the workload
of the employee.[79]
There were also many leader characteristics that vary across cultures.[80] Traits such as being
autonomous, conflict avoidant, status conscious, and ambitious were culturally dependent. For example,
in France, employees do not expect their leaders to demonstrate empathy. Leaders
demonstrating self-sacrifice are also viewed negatively, suggesting that servant leadership would be an
improper style there. In Middle Eastern cultures such as Egypt, leaders are expected to be superior to
lay people. They are supposed to have all the answers, be confident, and authoritarian. In fact, leading
like a benevolent autocrat (someone who cares about people but acts alone) may be an appropriate
style.[81] Even within the same geography, researchers identified substantial cultural differences. For example,
in Europe, there were five clusters of cultures. Directness in interpersonal relationships was
viewed positively in Nordic cultures such as Finland, but negatively in Near Eastern cultures such as
Turkey. Similarly, leaders who are autonomous were viewed positively in Germanic cultures such as
Austria, but negatively in Latin European cultures such as Portugal.[82] Finally, in some cultures, good
leaders are paternalistic. These leaders act like a parent to employees, give advice, care for them, and
get obedience and loyalty in return.[83]
Given all these differences, effective leaders should develop a sensitivity to cultural differences and
adapt their style when they work in different societies or with people from different cultural backgrounds.
It seems that flexibility is an important trait for global leaders.
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People get their cues for ethical behaviors from leaders. Therefore, leadership characteristics and style will influence
the level of ethical behaviors employees demonstrate. Being ethical is related to being perceived as a
leader, and ethical leaders create a more satisfied workforce. More contemporary approaches such as servant
leadership and authentic leadership explicitly recognize the importance of ethics for leadership effectiveness.
Some leadership traits seem to be universal. Visionary, team-oriented, and to a lesser extent participative leadership
seem to be the preferred styles around the world. However, traits such as how confident leaders should
be and whether they should sacrifice themselves for the good of employees and many others are culturally
dependent. Even for universal styles such as charismatic and supportive leadership, how leaders achieve charisma
and supportiveness seems to be culturally dependent.
1. What is the connection between leadership and ethical behaviors?
2. Do you believe that ethical leaders are more successful in organizations?
3. Which of the leadership theories seem to be most applicable to other cultures? Which ones are culturally
Source: http://wikimediafoundation.org/wiki/File:Starbucks_in_WashingtonDC.jpg by Elvert Barnes.
Starbucks Coffee (NASDAQ: SBUX) was born out of a desire for convenience and accessibility to great coffee. In
1971, three friends made that desire a reality and established the first Starbucks coffee house in historic Pike
Place Market on Seattle’s waterfront. In 1990, Starbucks drafted its first mission statement, and the number one
principle was to “provide a great work environment and treat each other with respect and dignity.” How has
the company lived up to that declaration 20 years later?? Starbucks has consistently made Fortune magazine’s
“100 Best Companies to Work For” list and in addition is included on a list of the best places to work for LGBT
(lesbian, gay, bisexual, and transgender) equality. Working conditions in the service and retail industry are notoriously
low paying with long hours, but Starbucks manages to offer benefits for part-time and full-time employees
as well as higher-than-average salaries for store managers. Why, one might ask, does Starbucks try so
hard to set itself apart?
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Leadership development is a core element of the business process at Starbucks, which ensures that the organizational
culture of the company is maintained with every CEO successor. Starbucks is forward looking in this
respect and strives to attract future business leaders and managers. The idea of planning for one’s own succession
can often make people uneasy, but this idea is openly embraced at Starbucks. The company plans far in
advance to replace its top-level successors. The importance of leadership is not only ingrained in the upper
management team, but Starbucks also ensures that this is an understood value throughout the organization.
In 2004, the Coffee Master program was introduced to teach employees about regional coffee flavors. Graduates
of the Coffee Master program earn a prestigious black apron and a special insignia on their business cards.
In creating this ethos, Starbucks excels at its ability to attract an educated workforce with a high satisfaction
level where individuals often move up to become effective leaders within the company.
With the recession of 2009, Starbucks has been forced to rethink its traditional strategy of accelerated growth
by closing over 30,000 stores. CEO Howard Schultz has cut his salary to less than $10,000 a year, down from
$1.2 million. Despite these slowdowns, Starbucks continues to call employees “partners” and offers a dynamic
place to work. As a result, the company had more than 150,000 people apply for jobs last year, a sure indication
that the company’s ability to cultivate talented leaders is as strong as ever.
Case written by Carlene Reynolds, Talya Bauer, and Berrin Erdogan to accompany Bauer, T., & Erdogan, B. (2009). Organizational behavior (1st ed.).
New York: Flat World Knowledge. Based on information from Helm, B. (2007, April 9). Saving Starbucks’ soul. BusinessWeek. pp. 56–61. Retrieved April
30, 2010, from http://www.businessweek.com/magazine/content/07_15/b4029070.htm; Cohn, J., Khurana, R., & Reeves, L. (2005). Growing talent as if
your business depended on it. Harvard Business Review, 83(10), 62–70; Stanley, A. (2002). Starbucks Coffee Company. Tuck School of Business at
Dartmouth (no. 1–0023). Retrieved April 23, 2010, from http://mba.tuck.dartmouth.edu/pdf/2002-1-0023.pdf; 100 best companies to work for. (2010,
February 8). Fortune. Retrieved February 14, 2010, from http://money.cnn.com/magazines/fortune/bestcompanies/2010/snapshots/93.html; Miller, C.
C. (2009, January 29). Starbucks to close 300 stores and open fewer new ones. New York Times. Retrieved February 15, 2010, from
1. Why does Starbucks Coffee consider internal leadership development such an important part of its core
business process?
2. What possible negative repercussions can the aggressive growth strategy that Starbucks exhibits have on
its leadership agenda?
3. With the slowdown of business, how can Starbucks ensure that the importance of leadership
development does not get overlooked?
4. How does your experience with leadership and management compare with the case of Starbucks?
In this chapter we have reviewed the most influential leadership theories. Trait approaches identify the
characteristics required to be perceived as a leader and to be successful in the role. Intelligence, extraversion,
conscientiousness, openness to experience, and integrity seem to be leadership traits. Behavioral
approaches identify the types of behaviors leaders demonstrate. Both trait and behavioral approaches
suffered from a failure to pay attention to the context in which leadership occurs, which led to
the development of contingency approaches. Recently, ethics became an explicit focus of leadership
theories such as servant leadership and authentic leadership. It seems that being conscious of one’s
style and making sure that leaders demonstrate the behaviors that address employee, organizational,
and stakeholder needs are important and require flexibility on the part of leaders.
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You are currently a department manager and Jim is your “trusted assistant.” You have very similar working
styles, and you went to the same college and worked in the insurance industry for several years. Before working
in this company, you both worked at a different company and you have this shared history with him. You
can trust him to come to your aid, support you in your decisions, and be loyal to you. Because of your trust in
him, you do not supervise his work closely, and you give him a lot of leeway in how he structures his work. He
sometimes chooses to work from home, and he has flexibility in his work hours, which is unusual in the
Now you decided to promote him to be the assistant department manager. However, when you shared this
opinion with someone else in the department, you realized that this could be a problem. Apparently, Jim is
not liked by his colleagues in the department and is known as an “impression manager.” Others view him as a
slacker when you are not around, and the fact that he gets the first pick in schedules and gets the choice assignments
causes a lot of frustration on the part of others. They feel that you are playing favorites.
Discussion Questions:
1. What would you do?
2. Would you still promote him?
3. How would you address this unpleasant situation within your department?
Ideas for Developing Yourself as an Authentic Leader
Authentic leaders have high levels of self-awareness, and their behavior is driven by their core personal values.
This leadership approach recognizes the importance of self-reflection and understanding one’s life history. Answer
the following questions while you are alone to gain a better understanding of your own core values and
authentic leadership style.
< Understand Your History
< Review your life history. What are the major events in your life? How did these events make you the
person you are right now?
< Think about your role models. Who were your role models as you were growing up? What did you
learn from your role models?
< Take Stock of Who You Are Now
< Describe your personality. How does your personality affect your life?
< Know your strengths and weaknesses. What are they and how can you continue to improve
< Reflect on Your Successes and Challenges
< Keep a journal. Research shows that journaling is an effective tool for self-reflection. Write down
challenges you face and solutions you used to check your progress.
< Make Integrity a Priority
< Understand your core values. What are your core values? Name three of your most important
< Do an ethics check. Are you being consistent with your core values? If not, how can you get back
on track?
< Understand the Power of Words
< Words shape reality. Keep in mind that the words you use to describe people and situations
matter. For example, how might the daily reality be different if you refer to those you manage as
associates or team members rather than employees or subordinates?
In view of your answers to the questions above, what kind of a leader would you be if you truly acted out your
values? How would people working with you respond to such a leadership style?
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You are charged with hiring a manager for a fast-food restaurant. The operations within the store are highly
standardized, and employees have very specific job descriptions. The person will be in charge of managing
around 30 employees. There is a high degree of turnover among employees, so retention will be an important
priority. Most employees who work in the restaurant are young with low levels of work experience, and few of
them view the restaurant business as a full-time career. The atmosphere in the restaurant has a fast pace. In
this company, managers are often promoted from within, and this position is an exception. Therefore, the incoming
manager may not expect a warm welcome from employees who were passed over for a promotion,
as well as their colleagues. Finally, the position power of the manager will be somewhat limited because employees
are unionized. Therefore, the manager will have limited opportunities for distributing pay raises or
Discussion Questions
1. Identify the leadership traits and behaviors that are desirable for this position.
2. Design an approach to selecting this person. Which methods of employee selection would you use? Why?
3. Develop interview questions to be used in hiring this manager. Your questions should be aimed at
predicting the leadership capabilities of the person in question.