A
ability, leadership as, 6
accountability. See encouragement and accountability
action as nonverbal cue, 47
ADDIE (analyze, design, develop, implement, evaluate) model, 104, 117
advocating service leadership, 110–111
Aguilar, Francis J., 97
American Library Association (ALA)
Code of Ethics, 38
Freedom to Read Statement, 38
Library Bill of Rights Statement, 38
Anzalone, Filippa Marullo, 49
assessment
and feedback, 118–119
of strategic plan, 95, 104–105
authentic leadership, 10–11
authenticity and trust, 34–36
Avolio, Bruce J., 8
B
Beck, Curtis D., 135
behavior
leadership as, 6
and usage patterns, 99
behavioral theories, 5
Bennis, Warren, 2
Berry, Leonard, 15, 130, 131, 135, 139
bias or preset agenda, listening without, 53
Bird, C., 4
Blanchard, Ken, 4
Brandt, Jeremy, 113
Buddha, 27–28
Buddhism, 27–28
bullying, workplace, 68–69
bundled service, 79
Burns, James MacGregor, 7, 8, 11, 32, 135
Bush, George H. W., 17
C
Carlyle, Thomas, 4
Caruso, David R., 62
Catch 22 (Heller), 96
challenging the process, 84–85
change
barriers/resistance to, 119–120
overview, 78–79
change management, 80–83, 119–120
Charan, Ram, 58
charismatic leadership, 9–10
Clair, Judith A., 97
Code of Ethics (ALA), 38
collective leadership, 19–20
communication
concern, communicating, 49–54
listening skills, improving, 51–53
nonverbal cues, 47–48
open conversation and moral dialogue, 48–49
overview, 43–47
tools for development, 54
community, building, 120
compensation and rewards, 132
concern, communicating, 49–54
conscientiousness
authenticity and trust, 34–36
consideration and inspiration, 32–33
contemplation and self-reflection, 28–31
honesty and integrity, 33–34
self-awareness, 31–32
tools for development, 39
values and decision-making, 36–37
consideration and inspiration, 32–33
contemplation and self-reflection, 28–31
contingency theory (situational leadership), 5
Covey, Steven R., 35, 126, 141
crisis management, 97
customer service orientation, internal and external, 140–142
Daniel, Teresa, 68
Darwin, Charles, 78
decision-making and values, 36–37
DeGraaf, Don, 45
development and mentoring, 115–118
development tools. See tools for development
Devonish, Dwayne, 68
Dewey, Barbara I., 75
Dickson, Peter R., 139–140
direct service models, 79
Disney, Walt, 73
distributive justice, 65
diversity, 112–113
Drucker, Peter R., 92
Dupree, Max, 121
E
Edison, Thomas, 76
Einstein, Albert, 4
emotional blueprint, 62
emotional intelligence, 10, 61–63
empathetic listening, 46–47, 50
employee as customer, 140–142
encouragement and accountability
emotional intelligence, 61–63
empowerment, 63–65
influence, 57–58
personal accountability as a library leader, 58–61
social and procedural justice, 65–69
termination and accountability, 133–134
tools for development, 69–70
entrepreneurs, librarians thinking like, 80
environmental scan, 99
ethical egoism, 37
evolving service. See innovation and evolving service
exemplary leadership, five practices of, 9
F
failure, behaviors leading to, 58
fair treatment of employees, 66
Filek, Robert, 90
filtering out superfluous or repetitive information to get at the facts, 52
Follow the Leader (Gobillot), 3
Ford, Leighton, 135
formalizing service leadership in libraries
accountability and termination, 133–134
leadership development and succession planning, 134–136
learning and personnel development, 129–131
performance evaluation, 131–132
recruitment and selection, 127–129
rewards and compensation, 132
tools for development, 136
Franklin, Benjamin, 94
Freedom to Read Statement (ALA), 38
G
Galton, Francis, 4
Gates, Robert M., 17
George, Bill, 10
goals, 93–94
Gobillot, Emmanuel, 3
Goleman, D., 10
Greenleaf, Robert, 13–14, 29, 31, 49, 53, 111
Grönfeldt, Svafa, 15, 16, 22, 74, 78, 80, 142, 147
H
Haass, Richard N., 77, 84, 112, 130, 135
Heller, Joseph, 96
Hernon, Peter, 143
Hersey, Paul, 4
Herzberg, Frederick, 118
hiring process, 127–129
Hogan, Robert, 50
honesty and integrity, 33–34
House, Robert, 9
Hughes, Richard, 75
human resources (HR), 126
Humphrey, Albert, 97
Hunter, James C., 58
I
influence, 57–58
informational diversity, 113
innovation and evolving service
challenging the process, 84–85
change, 78–79
change management, 80–83
innovation defined, 75
motivating factors for, 74
risk taking, 84–85
systematizing innovation and change, 119–120
tools for development, 86–87
inspiration and consideration, 32–33
integrity and honesty, 33–34
interactions
list of common frustrating, 142–143
patron’s perception of, 144–145
J
K
Kennedy, John F., 17
Kontakos, Anne-Marie, 66
Kovel-Jarboe, Patricia, 119
L
Larson, Colleen L., 67
leadership
as ability, 6
as behavior, 6
development and succession planning, 134–136
examples of, 4
library leadership, 21–23
management compared, 1–3
overview, 3–4
as relationship, 6–7
service leadership and wanting to be a leader, difference between, 23
as skill, 6
as trait, 5–6
leadership theories
authentic leadership, 10–11
behavioral theories, 5
contingency theory (situational leadership), 5
ethical leadership, 11
shared leadership (participative) theory, 5
trait theories, 5
transactional leadership, 5
transformational leadership, 7–10
learning and personnel development, 129–131
learning organization, cultivation of, 19–21
Library Bill of Rights Statement (ALA), 38
library service, patron’s perception of, 145–146
Lincoln, Abraham, 17
Lippmann, Walter, 17
listening
bias or preset agenda, listening without, 53
empathetic listening, 46–47, 50
hearing words but not really listening, 46–47
overview, 43–47
signs that you are listening, presenting, 52
skills, improving, 51–53
in spurts, 47
to what is said and what is not said, 51–52
Lueneburger, Christoph, 7, 11, 65, 110, 120, 121, 130
M
management and leadership compared, 1–3
manager, transition from employee to, 59–61
Mann, R. D., 4
Martin, Jason, 21–22
Maslow’s hierarchy of needs, 113, 119, 130
Matarazzo, James M., 21
Mayer, John D., 61
McFarlin, Dean B., 66
McRaven, William H., 4
mentoring and development, 115–118, 135
metrics, 3, 36, 104–105, 131, 147
Millennium Librarian’s Standards of Behaviors, 147
mission statement, 93
modeling, 35
Moorman, Christine, 139
moral dialogue and open conversation, 48–49
morality, 8
Moran, Barbara B., 149
motivating employees, 118–119
Murtadha, Khaula, 67
N
Neal, Larry, 45
negative leadership behaviors, 58
nonverbal cues, 47–48
Northouse, Peter G., 5, 11, 33, 109, 135
O
objectives, 94
On Great Service: A Framework for Action (Berry), 139
open conversation and moral dialogue, 48–49
opinion, seeking diversity of, 53
organizational crisis, 81–82
organizational culture, 148–150
organizational leadership, 19–21
Origin of Species (Darwin), 78
P
participative (shared leadership) theory, 5
passive listening, 50–51
Patterson, Kathleen, 120
Pearson, Christine M., 97
performance, 114–115
performance evaluation, 118–119, 131–132
personal accountability as a library leader, 58–61
personal service, expectation of, 22
personnel development and learning, 129–131
Peter Principle, 60
physical service, 79–80
Pinchot, Gifford, 80
policies and processes. See formalizing service leadership in libraries
position descriptions, 127
Powell, Colin, 112
preservice models, 79
procedural and social justice, 65–69
process behaviors, 6
professional development, 115–118
professional standards, 38
purpose and vision, defining, 109–110
Q
Quinn, James Brian, 15
R
rapport building
concern, communicating, 49–54
listening to others, 43–47
open conversation and moral dialogue, 48–49
overview, xii–xiii
tools for development, 54
recruitment and selection, 127–129
reference interview, 54
relationship, leadership as, 6–7
resources, 93
respect, 113–114
responsibility, 94–95
rewards and compensation, 132
risk taking, 84–85
Rogers, Everett M., 84
Rust, Roland T., 139
S
Saks, Alan M., 67
Schreiber, Becky, 22
self-awareness, 31–32
self-reflection and contemplation, 28–31
self-service, 79
Senge, Peter, 19–20, 29, 77, 89–90, 113, 117, 120
servant leadership
transformational leadership compared, 13
service leadership
defining service, 14–16
embodying the service leadership mindset, 18–19
leader, difference between service leadership and wanting to be a, 23
library leadership, 21–23
service leadership in libraries. See also formalizing service leadership in libraries
employee as customer, 140–142
interactions, patron’s perception of, 144–145
library service, patron’s perception of, 145–146
organizational culture, 148–150
overview, 139–140
service quality, 146–148
tools for development, 150–151
user perception, 142–144
service organization culture
advocating service leadership, 110–111
assessment and feedback, 118–119
community, building, 120
defining the purpose and vision, 109–110
development and mentoring, 115–118
overview, 109
performance, 114–115
sustainability, 120–122
systematizing innovation and change, 119–120
tools for development, 122
trust, building an environment of, 112–114
service quality, 146–148
Shannon, John, 22
shared leadership (participative) theory, 5
situation analysis, 99
situational leadership (contingency) theory, 5
skill, leadership as, 6
Skinner’s reinforcement theory, 85, 118
social and procedural justice, 65–69
soft power, 57–58
STEP diagrams, 97
stewardship, 120–121
Stoffle, Carla, 96
strategic planning
assessment of strategic plan, 104–105
attributes of, 92–95
crisis management, 97
designing the strategic plan, 95–97
developing strategies, 103–104
environmental scan, 99
situation analysis, 99
strategy in, 94
SWOT (strengths, weaknesses, opportunities, threats) analysis, 97, 98, 99, 100–103
tools for development, 105–106
usage and behavior patterns, 99
Strother, Judith, 15, 16, 22, 74, 78, 80, 142, 147
succession planning and leadership development, 134–136
sustainability, 120–122
sustaining service as a value, xv–xvi
Sweeney, Paul D., 66
SWOT (strengths, weaknesses, opportunities, threats) analysis, 97, 98, 99, 100–103
systematizing innovation and change, 119–120
systems thinking, 89–90
T
task behaviors, 6
Taylor, Robert, 54
teams, 112–113
technological change, 96
termination and accountability, 133–134
Tilley, Colin, 45
timelines, 94
tools for development
conscientiousness, 39
encouragement and accountability, 69–70
formalizing service leadership in libraries, 136
innovation and evolving service, 86–87
listening and building rapport, 54
service leadership in libraries, 150–151
service organization culture, 122
strategic planning, 105–106
trait, leadership as, 5–6
trait theory of leadership, 5
transactional leadership
overview, 5
transformational leadership compared, 7–8
transformational leadership
charismatic leadership, 9–10
exemplary leadership, five practices of, 9
servant leadership compared, 13
transactional leadership compared, 7–8
transition from employee to manager, 59–61
Trevino, Linda K., 11
trust
and authenticity, 34–36
building an environment of, 112–114
U
usage and behavior patterns, 99
user perception, 142–144
utilitarianism, 37
V
value diversity, 113
values and decision-making, 36–37
vanDuinkerken, Wyoma, 37
vision statement, 93
Vondey, Michelle, 120
W
Weingand, Darlene E., 142, 149
Wilder, Stanley J., 21
Wilkes, C. Gene, 135
workplace bullying, 68–69
Wren, J. Thomas, 66
Y
Yukl, Gary, 62
Z
Zeithaml, Valarie A., 145