Building Trust

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  • Topic: Management, Stanford University, Leland Stanford
  • Pages : 6 (1432 words )
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  • Published : March 25, 2013
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Teaching Guide
Building Trust (DVD Title: Building Trust in a Large Organization) LEADERSHIP CHALLENGE: TEACHING OBJECTIVES: Manager must win the trust • Importance of building trust of over 500 employees in his with people when leading a large team Understandcall center team to motivate ing how to earn the trust them to maximize customer of subordinates who are different than you satisfaction. LEADERSHIP DECISION AND RESULT: Manager finds a common ground with people, learns their names, changes his dress, learns about their job, and makes himself visible to win their trust. • Importance of knowing your people and their job • Importance of identifying with your people and being visible.

Center for Leadership Development and Research

Leadership in Focus

TEACHING THEMES:
• Motivating Teams • Vision, Values and Culture • Taking Charge

Building Trust Jim Roth Manager, Dell

Background on Company
Dell, Inc. and its subsidiaries engage in the design, development, manufacture, marketing, sale, and support of various computer systems and services worldwide.

Discussion Questions:
• Have you ever had to build trust with a large number of people who are fundamentally different than you? • As a manager, what are the advantages and disadvantages of seeing yourself as part of a team rather than leading a team? • Do you think Jim will still have the respect of his team if he is so focused on serving them and their needs? • What does Jim mean when he says that a manager should be “conscious of how they fit into the organization” and “have a sense they are always on stage?”

Background on Leader
Jim Roth is a graduate of Northwestern and has a Masters degree in Industrial Engineering. He worked as a Venture Capitalist, in a software start up, in management consulting and at Dell manages a large tech support team of 500 people.

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Building Trust | Jim Roth
These videos are prepared for class discussion rather than to illustrate either effective or ineffective handling of an administrative situation. Copyright © 2007 by the Board of Trustees of the Leland Stanford Junior University. All Rights Reserved.

Teaching Notes
Building Trust (DVD Title: Building Trust in a Large Organization)

Center for Leadership Development and Research

Leadership in Focus

Video Segment 1:

(Run Time: 1 minute 5 seconds)

Challenge: Manager must win the trust of over 500 employees in his call center team to motivate them to maximize customer satisfaction. Note: Operations are 24/7 and units are located in Texas and Idaho. This is the first time Jim has managed a large (550 person with 26 managers) group—he felt intimidated. The pressure to reach 90% looming. Dell had prioritized Wall Street ahead of customers— and service suffered—lots of bad press.

better results. You think this new manager is too “touchy feely” and will get walked all over. You want results!

Group Work (optional):
Assume it is the first day on the job as the new manager of this team. Discuss what you should do.

Writing Exercises (optional):
Write a message to the managers of your new organization, setting expectations about the team and goals they will be working towards moving forward. Describe your leadership style and approach to the challenge. Make your message motivational.

Discussion Questions:
• Have you ever had to build trust with a large number of people who are fundamentally different than you? What did you do? • What are the advantages of disadvantages of being the boss who is feared? • Do you agree with all the things Jim does to earn the trust of his team? Why or why not? • Do you think Jim will still have the respect of his team if he is so focused on serving them and their needs? Why or why not?

Oral Presentations (optional):
As the new manager, give an introductory speech to the managers in your organization about you and the goals you hope to achieve. Clearly state the messages you want to convey to your direct...
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