Tag Archives: Business

The Trickle-Down Effect of Leadership

This is what the Lord says: “Go down to the palace of the king of Judah and proclaim this message there….”
Jeremiah 22:1 (NIV)

I’ve been mulling around the idea of writing a book. For almost 25 years I’ve made a career eavesdropping on conversations between companies and their customers (e.g. “Your call may be monitored for quality and training purposes.”), and I’ve learned a number of lessons about both business and life in the process.

One of the interesting lessons I’ve learned about business is that a company’s front-line customer service operation typically reflects the personality and values of the person sitting in the CEO’s office. If the CEO values customer service as a differentiator in driving customer satisfaction, loyalty, and retention, then I will usually see a Customer Service team focused and empowered to deliver a consistently excellent service experience. If, however, the CEO views Customer Service as simply a nagging expense and drain on the bottom line, the Customer Service department usually resembles a cut-throat, bunker environment where only the strong survive.

The lesson? Leadership has a trickle-down effect on the team that often goes unrecognized, unappreciated, and unaddressed.

As I make my way through the ancient prophet Jeremiah’s anthology of prophetic messages, I as a reader have to recognize a shift in the structure of the anthology, and remember the context of today’s chapter. Up to this point, the editors who put together Jeremiah’s works had ordered things chronologically. Then in the 21st chapter we reach a climax in the story as the Babylonian army besieges Jerusalem just as Jeremiah had prophesied. Now, the editors shift to arranging Jer’s message’s topically. They begin with a series of messages addressed to the leaders whom Jeremiah holds responsible for the disastrous state of affairs. He begins at the top of the food chain: the King and royal family of Judah.

Today’s chapter is a scathing rebuke of the royal family. He lets them know that God is essentially removing them from office. Exile and captivity in Babylon will be their fate. They will never return or reign over their city, their nation, or their people again. The Chairman of the Board is cleaning house.

This morning as I embark on a long business trip, I am quietly thinking about my own leadership and responsibility for my company. The trickle-down lesson of leadership that I’ve observed in other companies is true of my own. As the old saying goes, “When I point my finger, there are three pointing back at me.”

How does my role as leader in family, in community, in church, and in business impact those who are under my organizational and systemic leadership? How do the positives and negatives of my personality impact the various systems I lead? I certainly don’t have all the answers. I have learned from experience, however, that I had better pay attention, give consideration, and make wise decisions in this regard. It’s critical both for my success as a leader, but also for the success and well-being of my company and all my teammates.

 

Preparing for Leadership Change

Moses told the Israelites all that the Lord commanded him.
Numbers 29:40 (NIV)

For almost a quarter century my vocation has afforded me the opportunity to work with a number of businesses of all shapes and sizes around the globe. I’ve worked with small, family owned firms and giant global corporations. Finance, retail, telecommunications, insurance, manufacturing, and you name it. It continues to be a fascinating journey.

One of the observations I’ve made along my tenure is that every company’s culture flows out of the executive suite. Even in publicly traded companies and global conglomerates I observe that the leader’s personality, values, and priorities ripple through the organization. Positively or negatively, employees become acclimated to this corporate culture. It becomes the culture they know and are used to working within. When there is a change in leadership, there is always a wave of anxiety that courses through the company.

The transfer of leadership can be a tenuous and troubling period for any group of people. This is especially true with charismatic, larger-than-life leaders who build large organizations over a long period of time. Perhaps no one in the history of humanity fits that description better than Moses.

One of the realities that made me scratch my head when I first began reading God’s Message as a young person was the repetition. In the past few chapters of the book of Numbers we have a repetition of the description of prescribed feast days and festivals that God has given through Moses which were already described in the book of Leviticus. Why repeat it all over again?

As we near the end of Numbers Moses is nearing the end of his tenure as Patriarch and leader of the Hebrew tribes. He led their rescue from slavery in Egypt. He led them out of Egypt. He led them to Sinai where God prescribed through Moses the law, rituals, and traditions that gave their fledgling nation identity, organization, and order. He has been leading them through the wilderness to the land God had promised. He is old and a transfer of leadership is about to begin. Joshua will soon take the mantle of leadership. Believe me when I tell you that anxiety is rippling through the Hebrew nation. Even Moses, arguably the greatest leader in history, has got to be feeling it himself.

Are they ready? Is Joshua ready? How are they going to manage? Are they going to be okay? Will they succeed without me?

And what to good leaders do when they’re transferring leadership of the organization they’ve loved and served? They prepare the team for the transition.

And how do you prepare an organization for the leadership change? You remind them of the things that are important to remember.

While Numbers is right next to Leviticus in the Bible, it was written many years apart at completely different times and occasions. In today’s chapter, Moses is reminding Joshua and the nation of the things that are important for them to remember by repeating for them the outline of prescribed sacrifices, festivals, and feast days.

This morning I’m mulling over some transitions I’ve recently experienced and am experiencing in my own personal world. As a leader I want to be mindful of how my personality, values, and priorities affect the people under my leadership and the organizational culture that results. I want it to be positive. Likewise, I’m reminded this morning that good leaders prepare the people they serve, as best they can, for transitions of leadership. That includes reminding people of the important things they need to remember.

Corporate Changes; Eternal Brand

The Lord said to Aaron, “You will have no inheritance in their land, nor will you have any share among them; I am your share and your inheritance among the Israelites.”
Numbers 18:20 (NIV)

I’ve recently taken on new responsibilities in our company that began with leading a strategic planning effort this past month. As part of that process, I’m evaluating the way our business does things and considering changes, enhancements, and improvements. I don’t want our team to simply make changes for the sake of change. There’s got to be good reason for the things we do that accurately reflects who we are and contributes to what we are called to do as a business.

As I think to the future and the road ahead for our group, I also find myself being mindful of the legacy of our founder’s mission. I don’t want to lose sight of what the company was created to be. There are some things that don’t change with regard to our brand. If anything, some things need to become enhanced. It’s simply who we are.

In many ways, the book of Numbers that we’re journeying through a chapter-a-day was God’s spiritual business plan for the ancient Hebrews. It’s an organizational manual for how God was establishing a system of worship. Things were not structured haphazardly. There are reasons that God, the founder and CEO, is structuring things a particular way.

One of the curious decisions God made was to make sure the priests and Levites, who were in charge of the temple, the offerings, and the sacrifices, could not own land or have an inheritance. “I am your share and your inheritance,” God said.

There is a very important purpose in setting up the team this way. Those who were part of the priesthood, the ones who were the spiritual conduit between God and humanity, were to understand and constantly maintain an eternal perspective. To quote the old bluegrass classic, “This world is not my home, I’m just a passin’ though.” The priests and Levites didn’t own land and didn’t have inheritance passed between generations because they understood that ultimately this whole earthly journey has an eternal destination. The world and all the stuff get left behind. The priest and Levites were invested in that which is beyond this world, those things which are eternal, the things that the Founder and CEO are really all about.

Times changed over the course of history. The system changed. The spiritual marketplace went through a great depression. Legacy ways of doing spiritual business in this world changed. Jesus came to be the ultimate sacrifice once for all. Holy Spirit was poured out into all believers. It was a new economy for spiritual business, and God’s spiritual business plan was getting a face lift. Old religious practices passed away like the telegraph, the ticker tape, and the IBM Selectric. New sacraments and paradigms were put into place.

But some things don’t change.

The legacy concept of the priests not having an earthly inheritance did not go away as part of the updated business plan. In fact, Jesus made it clear that God being the “share” and “inheritance” was a foundational, core part of God’s brand. It was a corporate value that was no longer limited to one team in the organization, but shared by all. It was part of every team members job description. In speaking to all the shareholders on the mountainside, Jesus said:

“Don’t hoard treasure down here where it gets eaten by moths and corroded by rust or—worse!—stolen by burglars. Stockpile treasure in heaven, where it’s safe from moth and rust and burglars. It’s obvious, isn’t it? The place where your treasure is, is the place you will most want to be, and end up being.” Matthew 6:19-21 (MSG)

The CEO was updating the business plan, and the old business silo of the “priesthood” was being functionally expanded to include everyone in the organization (1 Peter 2:9-10). Along with it, everyone in the organization was to understand that this world, and the things of this world, have zero eternal value. The world, and the things of this world, in no way contribute to the mission and goals of the organization. They will not help the organization be successful in implementing the strategic plan. Therefore, this world and the things of this world are not where members of the organization are to invest our resources, our energies, or our corporate concerns.

This is the legacy from the Founder. This is the brand.

It’s simply who we are, and who we are to be.

That Which I am Gifted and Meant to Do

So Moses, Aaron and the leaders of Israel counted all the Levites by their clans and families. All the men from thirty to fifty years of age who came to do the work of serving and carrying the tent of meeting numbered 8,580.
Numbers 4:46-48 (NIV)

Along life’s journey I’ve come to understand that the organization of human beings to accomplish a particular task (or tasks) is an art form in and of itself. Anyone who has had to lead any kind of large scale endeavor understands this. There are numerous models and theories for doing so.

In this morning’s chapter we find the Hebrew clan of Levites were dedicated to the care, maintenance and moving of their nation’s mobile temple and all its furnishings. They alone of all the Hebrew clans set it up, took it down, carried it on the march, and did the work of the Temple while encamped. If you were born into the Levite clan you would not be a warrior, you would work be assigned religious duties the rest of your life.

Throughout history this paradigm has also been followed by many societies. A father is apprenticed into a trade by his father, and teaches the trade to his son. You were born into your occupation just as sure as you might be given the surname of that occupation: Miller, Thatcher, Farmer, and Doctor.

Had things still been done this way, I might be a carpenter today, just as my great-grandfather was apprenticed to be before he came to America as a young man. Anyone who has experienced my carpentry skills knows that this would be a tragedy. While I am capable to do some basic projects, you definitely don’t want me building your house!

In today’s paradigm, we are taught as young people that we “can be anything we want” and this is somewhat true. In our culture we are free to pursue any trade or occupation. I have noticed, however, that just because you desire to pursue an occupation doesn’t mean that you are gifted at that occupation. I have witnessed for years those who desired to pursue certain ministry tasks or roles within the local church only to frustrate the entire congregation by their lack of skill or giftedness. I’ve known preachers who can’t preach their way out of a paper bag, singers who can’t carry a tune with a handle on it, and directors of worship who are consistently lost and unable to capably give direction to anyone.

Just as the generational paradigm had its weaknesses, so also does the “you can do whatever you want” paradigm. Desiring an area of giftedness does not necessarily make you good at it.

This morning I’m thinking about my experiences in leadership with business, church, community organizations, and even the project management required of producing or directing a show. I’ve come to believe that one of a leader’s critical tasks is helping people find their areas of giftedness and helping them both embrace and develop those areas. Sometimes there is a journey of acceptance required to bring us to a waypoint of understanding that I ultimately find joy when I am doing what I am gifted and meant to do.

The End of the Line

In the ninth year of Hoshea, the king of Assyria captured Samaria and deported the Israelites to Assyria.
2 Kings 17:6 (NIV)

In this life, some things end. That’s the simple truth of the matter. Along this life journey I’ve come to the realization that we human beings like to feel a sense of the eternal amidst the temporal. We like things to remain fairly stable. We are lulled into a state of accepting that what has been always will be…

  • I will always live here…
  • I will always have this job…
  • We will always be together…
  • We will always be friends…
  • My parents will always stay together…
  • My children will outlive me…

And then suddenly, things end. Relationships end, jobs go away, homes are destroyed, people move away, churches split, companies are acquired, and so on, and so on, and so on.

World rocked. Equilibrium off. Heart breaking. Mind spinning.

Life changing.

In today’s chapter, we get to the end of the line for the northern Kingdom of Israel. For 190 years they had existed through a roller coaster succession of monarchs. Hoshea would be the final king. The Assyrian empire lays siege to Israel’s capital city, Samaria. It is destroyed, plundered, and the Israelites taken back to Assyria as slaves. Using the ancient playbook of conquest, the Assyrians move a melting pot of other immigrants peoples into the neighborhood to ensure that the Israelites left behind don’t unite in rebellion against the Empire. It is the end of the Kingdom of Israel.

As I read and mull over this morning’s chapter, I’m reminded of our chapter-a-day journeys through the prophets who warned that this was coming. For those who had ears to hear, the warning signs were there. Amidst the chaos, grief and questions that arise when things end, we can often look back with 20-20 hindsight and see that the signs were all there. In our desire for the eternal amidst the temporal we simply choose to ignore them.

I’m also mulling over the lessons that I’ve learned both in my journey through God’s Message and my journey through life. Things must end for us to experience new beginnings. In order for there to be resurrection, something must die. God even wove this truth into His artistic expression of creation. The seasons teach us that the new life and recurring promises of spring don’t happen with out the long death of winter. In summer Iowa has such lush green landscape with deep blue skies that it almost creates a new color all its own. But eventually we reach the end of the line. Lush green corn turns to ugly brown stalks, and the blue skies give way to the dull gray snow clouds of winter. And then it happens again, and again, and again. Old things pass away, then new things come.

For the people of Israel, this chapter of life is ended. But the story isn’t over. The prophets predicted this, as well. A new chapter has begun. Perhaps unexpected. Perhaps unwanted. Perhaps scary and unnerving. Yet that’s why we love great stories. They take us to unexpected places and new experiences we hadn’t dreamed or imagined. But we don’t get there without journeying through the end of the previous chapter(s).

Swagger, Success & the Soul Effect

They conspired against [King Amaziah] in Jerusalem, and he fled to Lachish, but they sent men after him to Lachish and killed him there.
2 Kings 14:19 (NIV)

Football season has begun. Wendy and I listened to the wild Iowa State vs. Iowa game on our way home from the lake on Sunday. Last night we donned our Vikings regalia for the first time this year and enjoyed watching the purple people eaters win one over Saints before falling asleep to the Broncos and Chargers game.

As casual fans who don’t follow football closely during the off-season, Wendy and I spend the first couple of weeks of the fall trying to keep track of who went where to play with whom and which coach went where to coach for whom. It seems like every year is a large game of musical chairs. It was so odd last night for Wendy and me to see our long-time star, Adrian Peterson, wearing a Saints uniform.

One of the harsh realities of sports in our culture is that you’d better win or else. Coaches have very little tolerance for players who don’t perform, and teams have very little patience for coaches who don’t consistently bring home victories. If you read social media you’ll find that fans have zero patience for either coaches or players as soon as the losses begin to mount.

In this morning’s chapter King Amaziah of Judah, who seems to have been as full of himself as many prima donna athletes today, pressed for a military campaign against King Jehoash and his nation’s heated rivals to the north in Israel. King Jehoash returned Amaziah’s challenge with a message that sports culture today would call “talking smack.” Jehoash gives Amaziah the chance to back down, but Amaziah would have none of it. Game on. King Amaziah and Judah are humiliated in defeat. The wall of Jerusalem is breached and the treasures of Solomon’s Temple are stolen as plunder.

The very next thing we learn about Amaziah is that his own people conspired against him. When Amaziah skipped town (hoping to be a free agent, perhaps?) they went after him and “permanently terminated his contract.” We don’t like losers.

This morning I’m thinking about our culture’s obsession with success and with winning. I could have used business as a similar parallel. There are certainly institutional churches who have similar expectations of success from their pastors. Yet the path that Jesus prescribes for me, His follower, has a distinctly different trajectory to it:

Then Jesus said to his disciples, “Whoever wants to be my disciple must deny themselves and take up their cross and follow me. For whoever wants to save their life will lose it, but whoever loses their life for me will find it. What good will it be for someone to gain the whole world, yet forfeit their soul?

Jesus called them together and said, “You know that the rulers of the Gentiles lord it over them, and their high officials exercise authority over them. Not so with you. Instead, whoever wants to become great among you must be your servant, and whoever wants to be first must be your slave.”

I understand that having a job in sports, business, or elsewhere in our success-obsessed culture means delivering wins and exceeding expectations. I wonder, however, what effect this corporately has on our souls over time. In the ceaseless pursuit of worldly success, it’s easy to forfeit, or simply lose, our spiritual center. Amaziah had didn’t have to taunt Israel. He didn’t have to pursue expanding his kingdom. He could have focused on contentedly serving his own people to become a king they would honor and respect.

Mentors, Mantles, and the Mayhem of Transition

[Elisha] picked up the mantle of Elijah that had fallen from him, and went back and stood on the bank of the Jordan. He took the mantle of Elijah that had fallen from him, and struck the water, saying, “Where is the Lord, the God of Elijah?” When he had struck the water, the water was parted to the one side and to the other, and Elisha went over.

When the company of prophets who were at Jericho saw him at a distance, they declared, “The spirit of Elijah rests on Elisha.” They came to meet him and bowed to the ground before him.
2 Kings 2:13-15 (NRSV)

Transitions are never easy. Along life’s journey I am constantly finding comfort in the status quo. What “has been” seems safe and secure in the “now.” Change skews the equilibrium. Anxiety bubbles to the surface. What “will be” suddenly seems uncertain because the “now” is no longer what “has been.” Anxiety quickly morphs into fear. I try to maintain the outward appearance of stability despite the fact my spirit is reeling like a drunken sailor. Fear subtly begins to leak out of my sub-conscious into the open in all sorts of unexpected (and often unhealthy) ways as my spirit searches for ways to cope with uncertainty.

In my work I often find myself on-site with clients amidst the whirlwinds of change. Corporate acquisitions, changes in leadership, changes in technology, changes in team, and changes in jobs are all realities that my clients struggle with in their workplace. There are even companies I know for whom the destabilizing effects of change become the status quo. I get to witness the internal and external effects of the ceaseless churn on individuals in my coaching sessions and conversations.

There are many layers of meaning in the events described in today’s chapter. I could write a weeks worth of blog posts (or more) peeling back and exploring every one of them. The main theme of today’s chapter, however, is transition. It is an event that our culture regularly references without realizing the source. When the great prophet Elijah is whisked up to heaven in a fiery tornado,  his “mantle” falls to the ground. Mantle refers to a loose cloak worn over clothes. His protégé prophet, Elisha, “takes up the mantle” of leadership from his mentor, Elijah. Elisha picks up his mentor’s discarded mantle and immediately uses the mantle to perform the same miracle Elijah had just performed with it before his dramatic exit. The act confirms to the team of prophets witnessing all of this that there has suddenly been a huge transition in the executive ranks of the prophetic organization. The corporation of prophets suddenly finds themselves with a new CEO.

What’s fascinating is that the first act among the corporation of prophets is sub-conscious anxiety oozing out into well-cloaked organizational action:

“Let’s appoint a committee to go look for Elijah. We saw him whisked up in a whirlwind, but no one saw him land. We need to verify that he is really gone.” (Because finding Elijah and returning to the comfortable status quo would feel much better than the anxiety I’m feeling about Elisha running things!)

Elisha warns that the actions are a waste of time and resources, but the search committee is adamant to the point exasperating the new leader. Fear does funny things to people.

This morning I’m thinking about transitions. I’ve been through many of them professionally and personally on this life journey. I’ve come to recognize the familiar, internal pangs of anxiety and fear that accompany these abrupt changes of course. They don’t necessarily get easier, but I’d like to hope that I’ve matured in how I respond to them inside and out. I’ve come to understand that what “has been” never completely passes away. It simply becomes the foundation on what “will be” is going to be built. I simply have to hold the tension of “now” with faith in what I believe to be true no matter what was, what is, or what is to come: I can trust that God’s got this.

‘Do not fear, for I am with you;
Do not anxiously look about you, for I am your God.
I will strengthen you, surely I will help you,
Surely I will uphold you with My righteous right hand.’
Isaiah 41:10

Be anxious for nothing, but in everything by prayer and supplication with thanksgiving let your requests be made known to God. And the peace of God, which surpasses all comprehension, will guard your hearts and your minds in Christ Jesus.
Philippians 4:6-7

Trust in the Lord with all your heart
And do not lean on your own understanding.
In all your ways acknowledge Him,
And He will make your paths straight.
Proverbs 3:5-6

featured image: detail from the St. John’s Bible