The leader MUST coach and guide people

Teach and engages members:

• Encourage people to challenge and be creative in their efforts to improve the process
• Keep in touch with people through systematic habitual shop-floor visits, regular communication, follow up and confirmation of the process. 
• Create an environment for innovation, risk-taking, and engagement which is risk-free/fear free
• Coach and guide people by involvement in their process and problems – go see, be present with those doing the work
• Communicate the vision, mission, values, and principles to create understanding while guiding people through their own actions
• Develop an environment to ensure “staff” are seen as the focus for service
• Encourage accountability for behaviors, skills, and actions
• Impact people’s lives by mentoring and coaching

     Communication plays a vital role within the organization via clarity in a message of purpose, mission, vision, values that are simple and concise; the back of an envelope short message that clarifies what does this mean to me – what must I do and why do we do it. In the beginning, this can be scripted, the elevator speech that anyone can deliver consistently, and everyone can understand consistently.  As the journey continues and matures, this should become a less scripted message whereby individuals have the ability to adapt the message through service and problem solving, yet the fundamental alignment is consistent with the overall purpose, mission, vision, values. The leader keeps in touch with people through systematic habitual shop-floor visits, regular one to one and small group communication, follow up and confirmation of the process.  While maintaining this close contact, the leader will coach and guide people by involvement in the process and problems – go see, be present with those doing the work. This “go see” provides the opportunity to model new beliefs and actions. This is followed by giving each individual the environment for innovation, risk-taking, and engagement which is risk-free/fear-free; thereby the new experience which encourages people to challenge and be creative in their efforts to improve the process while being accountability for behaviors, skills, and actions.