The Primary Values (Mastery, Chemistry and Delivery)

MASTERY: Undertaking whatever you do to the highest standards of which you are capable.

Mastery is possessing a commitment to do what it takes to be the best in whatever we do, being devoted to continuous personal and professional improvement, to setting standards for personal development, polishing one's skills, competencies and practices, being an expert and respecting knowledge, wisdom and learning. Mastery embodies a commitment to excellence in everything one does. Walt Disney used to tell his employees, "Do what you do so well, that others will come to see you do it again." That's Mastery. The mission of all of us is the same: to do what we do so well that others will come to see us do it again - no matter what we do.

CHEMISTRY: Relating so well with others that they actively seek to associate themselves with you.

People with Chemistry possess characteristics and attitudes that favor building strong relationships. They place a high value on harmonious interaction with others, taking the initiative to repair, maintain and build friendships, and they seek to fathom the depths of their relationships, going beyond the usual superficialities. They know that interest is the most sincere form of respect. Truth-telling and promise-keeping are keystones of Chemistry and result in the establishment of emotional bonds with others built on trust. Those with Chemistry enjoy the company of others as much as their own solitude, being a team player as much as a soloist.

DELIVERY: Identifying the needs of others and meeting them.

Delivery is being respectful of the needs of others and having a passion for meeting them. This focus on the needs of others is motivated by enlightened self-interest and altruism. Delivery honors meeting the needs of customers over mere profit-making. Delivery is founded on "win/win" deals and relationships that treat customers, employees and suppliers as partners rather than adversaries. Delivery is being concerned with doing the right thing more than doing things right.

The Accelerators (Learning, Empathizing and Listening)

Learning: Seeking and practicing Learning and Wisdom.

Learning: If Mastery is chopping wood, then Learning is sharpening the ax. The dictionary defines leading as "showing the way to" and teaching as "showing how to." Therefore, leading is teaching and teachers show learners how to learn. To acquire greater Mastery, this learning must come from masters - in person and through their teachings. Mastery is never perfect, just as there is no perfect knowledge or wisdom. Knowledge and wisdom are always incomplete and so continuous learning - that is, life-long learning - is essential if continuous Mastery is to flourish in all areas of our work and personal lives. Notice that the value is learning not training: training is for dogs - learning is an attitude.

Empathizing: Considering the thoughts, feelings and perspectives of others.

Empathizing: To be a friend (Chemistry), we must walk in the moccasins of others, because to relate well with them, we must first understand them. This is often best achieved by imagining their feelings, emotions and sensitivities, thinking how we would feel if we were in their situation and then trying to behave as we would want them to. So our goal is to be in a continuous state of empathy, behaving in a way that would make each of us the kinds of people with whom we would want to be friends if our roles were reversed. This leads to great Chemistry.

Listening: Hearing and understanding the communications of others.

Listening: We cannot meet the needs of others (Delivery) if we do not pause to hear what those needs are. Listening is not, "not talking." To truly listen, we must shut down our "mental chatter" and genuinely, and non-judgmentally, listen to each other. Then, and only then, can we hear their needs, and only then will we be in a position to take the appropriate actions to meet them. Of all human skills, listening is perhaps the most difficult. In one exercise I sometimes use in my seminars, participants are required not to talk, but only to listen to each other. They always tell me how exhausting they find a full day of enforced silence. This is because it is an unfamiliar activity for them. The fact that it is such hard work probably explains why we do so little of it - there is a reason why we have one mouth and two ears! We are experiencing a growing social ailment - a sense that we are not being heard. It starts in our youth, with our parents and friends, and continues throughout our lives. Unconditional and totally attentive listening is a beautiful gift to the soul of another. Arguments and conflicts are caused when people stop listening to each other, focusing instead on convincing others of their points of view, explaining them to each other in as many different ways as possible until they "win." Conversely, conflicts are always resolved as soon as both parties agree only to ask questions, cease making assertions and listen.

KAIZEN   |    The SHIFTS    |     CASTLE Principles

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Source Credit to:   http://whybedo.org/freetools_assessment_vcl_definition.php