Frontline Leadership Quotes

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We wanted to recreate inside ourselves our former front-line self-assurance. We were pups and we did not understand to what extent the Archipelago was unlike the front, to what degree its war of siege was more difficult than our war of explosives.
Aleksandr Solzhenitsyn (The Gulag Archipelago, 1918-1956: An Experiment in Literary Investigation, Books III-IV)
Find your own authentic leadership style; your own unique way of listening to, helping and engaging with your front line. Challenge the often formidable psychological distance between basement and boardroom. Your people will thank you, and so will your customers.
Chris Van Gorder (The Front-Line Leader: Building a High-Performance Organization from the Ground Up)
For a law enforcement organization to run smoothly it needs positive leadership. Positive leadership is when a leader interacts with the frontline. Interaction is not just getting to know those a leader works with and serves, although knowing your people is an important component to leading. Interaction is as well to continually develop and train and develop not only ourselves but those the leader serves in an effort to build a common outlook. In the end positive leader understands that a strong common outlook between the top and frontline establishes trust, or even better mutual trust. The leader's true work: Be worthy of his or her constituents' trust. Positive leaders know the side with the stronger group feeling has a great advantage.2 Strong trust encourages delegation and reduces the amount of information and tactical direction needed at the top or strategic level. With less information to process and a greater focus on strategic issues, the decision making cycle at the top accelerates and the need for policies and procedures diminishes, creating a more fluid and agile organization. Mutual trust, unity and cohesion underlie everything.
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
Positive leaders give the frontline broad authority, hence allowing initiative to be the driving factor behind solving problems, by continuously interacting with the environment allowing a fast and fluid decision making cycle on the frontline. Information flows from the bottom, up and influences the organization strategic and operational elements in accordance with the overall commander’s intent.
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
A leader is accountable for actions of frontline personnel whether they are on scene or not, so it is imperative that leaders train and prepare those on the frontline. Leadership accountability comes from our preparation and the continued education, learning and developing of frontline decision makers.  NOT from standing over them directing them, or written policy and procedures, or checklists on how to perform in a given set of circumstances. A leader does not have to be on every call, it is impossible to be on every call. It is just not necessary if you prepare your frontline people effectively and development is an ongoing process.  Train and Trust FRONTLINE Personnel! They will get it done and done right!
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
More generally, a data scientist is someone who knows how to extract meaning from and interpret data, which requires both tools and methods from statistics and machine learning, as well as being human. She spends a lot of time in the process of collecting, cleaning, and munging data, because data is never clean. This process requires persistence, statistics, and software engineering skills — skills that are also necessary for understanding biases in the data, and for debugging logging output from code. Once she gets the data into shape, a crucial part is exploratory data analysis, which combines visualization and data sense. She’ll find patterns, build models, and algorithms — some with the intention of understanding product usage and the overall health of the product, and others to serve as prototypes that ultimately get baked back into the product. She may design experiments, and she is a critical part of data-driven decision making. She’ll communicate with team members, engineers, and leadership in clear language and with data visualizations so that even if her colleagues are not immersed in the data themselves, they will understand the implications.
Rachel Schutt (Doing Data Science: Straight Talk from the Frontline)
A Change in Culture, Top down and Bottom up! There can be no true problem solving without decentralization of control and individual initiative. To change from a culture of “tell me what to do to one that breeds and nurtures creativity, innovation, adaptation and time critical decision making,” we must move, really move from centralized control to a decentralized form of leadership. We have been talking about decentralized control in policing for years now, since the onset of “community policing” initiatives. True! But that's the problem we have been “talking about it, and that is all.” We need to be practicing it. Get beyond the talk and walking the talk if we truly want to see results that meet the challenges we face in policing. Yes there have been some organizations in law enforcement who have taken this approach seriously and the results show the value of frontline decision making. It takes constant practice to master these cultures!   The action taken by leadership needs to be more than written mission statements and words.  It takes action, action over time through learning, education, and training. Not just in the formal sense but in the real world sense of learning from everything we do at all levels of the organization and throughout the community on a daily bases.
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
Leadership Roles in the Decision Making Process The main component in the development of good decision makers falls on the individual and individual efforts. Yes, but the climate for this development comes from the top, in leadership. To achieve the results sought after, if we truly want to call ourselves professionals and prepare for the challenges we face in the future, leaders must LEAD. It is the Leader’s role, to create and nurture the appropriate environment that emboldens decision makers.  Leader development is two way, it falls on the individual, but the organization’s leaders must set the conditions to encourage it.   The aim of leadership is not merely to find and record failures in men, but to remove the cause of failure. ~W. Edwards Deming14               “Leadership can be described as a process by which a person influences others to accomplish an objective, and directs his or her organization in a way that makes it more cohesive and coherent.”15 This is the definition we should subscribe too. However, all too often I have had both frontline personnel and mangers tell me that this cannot be done. This type of training and developing initiative driven personnel will cause more problems for departments and agencies in dealing with liability issues and complaints because control is lost. I wholeheartedly disagree with his sentiment. The opposite is indeed the effect you get. This is not a free reign type of leadership. Matter of fact if done appropriately it will take more effort and time on your part as a leader, because you will be involved. Your training program will be enhanced and the learning that takes place unifies your agencies and all the individuals in it. How? Through the system described above which develops “mutual trust” throughout the organization because the focus is now on results. The “how to” is left to the individuals and the instructors. But a culture must exist to encourage what the Army calls outcome based training.16
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
The United States policing style of dealing with conflict and crisis requires intelligent leaders with a penchant for boldness and initiative down to the lowest levels. Boldness is an essential moral trait in a leader for it generates power beyond the physical means at hand. Initiative, the willingness to act on one’s own judgment, is a prerequisite for boldness. These traits carried to excess can lead to rashness, but we must realize that errors by frontline street cops stemming from over boldness are a necessary part of learning.  We should deal with such errors leniently; there must be no “zero defects” mentality. Abolishing “zero defects” means that we do not stifle boldness or initiative through the threat of punishment. It does not mean that leaders do not council subordinates on mistakes; constructive criticism is an important element of learning. Nor does it give subordinates free license to act stupidly or recklessly. Not only must we not stifle boldness or initiative, but we must continue to encourage both traits in spite of mistakes. On the other hand, we should deal severely with errors of inaction or timidity. We will not accept lack of orders as justification for inaction; it is each police officers duty to take initiative as the situation demands. We must not tolerate the avoidance of responsibility or necessary risk.
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
Consequently, trust is the essential trait among leaders in effective organizations. Trust by leaders in the abilities of their frontline and by frontline in the competence and support of their leaders. Trust must be earned, and actions which undermine trust must meet with strict censure. Trust is a product of confidence and familiarity built through rigorous professional development. Confidence among fellow officers results from demonstrated professional skill. Familiarity results from shared experiences and a common professional philosophy.
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
The key to affording higher wages (we’re talking frontline employees, not senior leadership) is a lower total wage cost as a percent of revenue. You have to remain competitive, and the best companies know that one great person can replace three good ones. Through rigorous selection (i.e., Topgrading), they get the absolute best talent in the door, pay employees above-market rates, and then invest heavily in training and development to make them more productive.
Verne Harnish (Scaling Up: How a Few Companies Make It...and Why the Rest Don't (Rockefeller Habits 2.0))
There are, likewise, other senior leaders who are so far removed from the troops executing on the frontline that they become ineffective. These leaders might give the appearance of control, but they actually have no idea what their troops are doing and cannot effectively direct their teams. We call this trait “battlefield aloofness.” This attitude creates a significant disconnect between leadership and the troops, and such a leader’s team will struggle to effectively accomplish their mission.
Jocko Willink (Extreme Ownership: How U.S. Navy SEALs Lead and Win)
Blitzscaling organizations need organization, not just to coordinate their many resources and activities, but in order to maximize speed. The organization’s collective learning rate—especially within its leadership team—determines its ability to anticipate future trends, while the strength of its internal structure—especially in terms of its frontline teams—determines its ability to act quickly on those key insights and seize the competitive advantage.
Reid Hoffman (Blitzscaling: The Lightning-Fast Path to Building Massively Valuable Companies)
bureaucracy … Grants excessive credence to the views of precedent-bound leaders Discourages rebellious thinking Creates long lags between sense and respond Calcifies organizational structures Blinds silo-dwelling leaders to new opportunities Suboptimizes trade-offs Frustrates the rapid redeployment of resources Discourages risk taking Politicizes decision making Creates long and tortuous approval pathways Misaligns power and leadership capability Caps opportunities for individual contribution Undermines frontline accountability Systematically devalues originality
Gary Hamel (Humanocracy: Creating Organizations as Amazing as the People Inside Them)
Russia is changing Russia’s face and not towards democracy. Karen Dawisha, a Professor at Miami University, told PBS Frontline that “Instead of seeing Russia as a democracy in the process of failing, see it as an authoritarian system that’s in the process of succeeding.”22 Putin is that authoritarian. For him to succeed at the mission of damaging the United States he will use all tools of the Russian statecraft such as forging alliances, but also including blackmail, propaganda, and cyberwarfare. To Putin, the best of all possible worlds would be an economically crippled America, withdrawn from military adventurism and NATO, and with leadership friendly to Russia. Could he make this happen by backing the right horse? As former director of the KGB, now in control of Russia’s economic, intelligence and nuclear arsenal, he could certainly try.
Malcolm W. Nance (The Plot to Hack America: How Putin's Cyberspies and WikiLeaks Tried to Steal the 2016 Election)
Once people get a taste of frontline ministry, they don’t let it go easily. Once the church has been let loose, it’s hard to put it back in the box.
Larry Osborne (Sticky Church (Leadership Network Innovation Series Book 6))
In any chain of command, the leadership must always present a united front to the troops. A public display of discontent or disagreement with the chain of command undermines the authority of leaders at all levels. This is catastrophic to the performance of any organization. As a leader, if you don’t understand why decisions are being made, requests denied, or support allocated elsewhere, you must ask those questions up the chain. Then, once understood, you can pass that understanding down to your team. Leaders in any chain of command will not always agree. But at the end of the day, once the debate on a particular course of action is over and the boss has made a decision—even if that decision is one you argued against—you must execute the plan as if it were your own. When leading up the chain of command, use caution and respect. But remember, if your leader is not giving the support you need, don’t blame him or her. Instead, reexamine what you can do to better clarify, educate, influence, or convince that person to give you what you need in order to win. The major factors to be aware of when leading up and down the chain of command are these: • Take responsibility for leading everyone in your world, subordinates and superiors alike. • If someone isn’t doing what you want or need them to do, look in the mirror first and determine what you can do to better enable this. • Don’t ask your leader what you should do, tell them what you are going to do. APPLICATION TO BUSINESS “Corporate doesn’t understand what’s going on out here,” said the field manager. “Whatever experience those guys had in the field from years ago, they have long forgotten. They just don’t get what we are dealing with, and their questions and second-guessing prevents me and my team from getting the job done.” The infamous they. I was on a visit to a client company’s field leadership team, the frontline troops that executed the company’s mission. This was where the rubber met the road: all the corporate capital initiatives, strategic planning sessions, and allocated resources were geared to support this team here on the ground. How the frontline troops executed the mission would ultimately mean success or failure for the entire company. The field manager’s team was geographically separated from their corporate headquarters located hundreds of miles away. He was clearly frustrated. The field manager had a job to do, and he was angry at the questions and scrutiny from afar. For every task his team undertook he was required to submit substantial paperwork. In his mind, it made for a lot more work than necessary and detracted from his team’s focus and ability to execute. I listened and allowed him to vent for several minutes. “I’ve been in your shoes,” I said. “I used to get frustrated as hell at my chain of command when we were in Iraq. They
Jocko Willink (Extreme Ownership: How U.S. Navy SEALs Lead and Win)
But just as my assistant platoon commander had to be ready to lead, in this situation I had to be ready to follow. The goal of all leaders should be to work themselves out of a job. You never quite get there, but by putting junior leaders and frontline troops in charge, our SEAL platoon and task unit were far more effective. It created a culture of leaders at every level of the team. Trying to navigate between leadership and followership was an example of the Dichotomy of Leadership, the balance that every leader must find between two opposing forces in leadership. Ready to lead, but also knowing when to follow.
Jocko Willink (The Dichotomy of Leadership: Balancing the Challenges of Extreme Ownership to Lead and Win)
Whether you are the CEO or a frontline manager, you play the same leadership role in creating a well-being culture on your team.
Richard Safeer (A Cure for the Common Company: A Well-Being Prescription for a Healthier, Happier, and More Resilient Workforce)
Structured methods for learning Method Uses Useful for Organizational climate and employee satisfaction surveys Learning about culture and morale. Many organizations do such surveys regularly, and a database may already be available. If not, consider setting up a regular survey of employee perceptions. Useful for managers at all levels if the analysis is available specifically for your unit or group. Usefulness depends on the granularity of the collection and analysis. This also assumes the survey instrument is a good one and the data have been collected carefully and analyzed rigorously. Structured sets of interviews with slices of the organization or unit Identifying shared and divergent perceptions of opportunities and problems. You can interview people at the same level in different departments (a horizontal slice) or bore down through multiple levels (a vertical slice). Whichever dimension you choose, ask everybody the same questions, and look for similarities and differences in people’s responses. Most useful for managers leading groups of people from different functional backgrounds. Can be useful at lower levels if the unit is experiencing significant problems. Focus groups Probing issues that preoccupy key groups of employees, such as morale issues among frontline production or service workers. Gathering groups of people who work together also lets you see how they interact and identify who displays leadership. Fostering discussion promotes deeper insight. Most useful for managers of large groups of people who perform a similar function, such as sales managers or plant managers. Can be useful for senior managers as a way of getting quick insights into the perceptions of key employee constituencies. Analysis of critical past decisions Illuminating decision-making patterns and sources of power and influence. Select an important recent decision, and look into how it was made. Who exerted influence at each stage? Talk with the people involved, probe their perceptions, and note what is and is not said. Most useful for higher-level managers of business units or project groups. Process analysis Examining interactions among departments or functions and assessing the efficiency of a process. Select an important process, such as delivery of products to customers or distributors, and assign a cross-functional group to chart the process and identify bottlenecks and problems. Most useful for managers of units or groups in which the work of multiple functional specialties must be integrated. Can be useful for lower-level managers as a way of understanding how their groups fit into larger processes. Plant and market tours Learning firsthand from people close to the product. Plant tours let you meet production personnel informally and listen to their concerns. Meetings with sales and production staff help you assess technical capabilities. Market tours can introduce you to customers, whose comments can reveal problems and opportunities. Most useful for managers of business units. Pilot projects Gaining deep insight into technical capabilities, culture, and politics. Although these insights are not the primary purpose of pilot projects, you can learn a lot from how the organization or group responds to your pilot initiatives. Useful for managers at all levels. The size of the pilot projects and their impact will increase as you rise through the organization.
Michael D. Watkins (The First 90 Days: Proven Strategies for Getting Up to Speed Faster and Smarter)
Most people think of hospitality as something they do. Will thinks about service as an act of service—about how his actions make people feel. And he recognized that if he wanted his frontline teams to obsess about how they made their customers feel, he had to obsess about how he made his employees feel. The two cannot be separated: great service cannot exist without great leadership. Will not only
Will Guidara (Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect)
The fourth Law of Combat: Decentralized Command. No one leader can manage it all or make every decision. Instead, leadership must be decentralized, with leaders at every level empowered to make decisions, right down to the frontline troopers in charge of no one but themselves and their small piece of the mission.
Jocko Willink (The Dichotomy of Leadership)
The goal of all leaders should be to work themselves out of a job. You never quite get there, but by putting junior leaders and frontline troops in charge, our SEAL platoon and task unit were far more effective. It created a culture of leaders at every level of the team.
Jocko Willink (The Dichotomy of Leadership)
The stories of people who are making sacrifices to help others during this crisis could fill an entire book. Around the world, health care workers put themselves at risk to treat sick people—according to the WHO, more than 115,000 had lost their lives taking care of COVID patients by May 2021. First responders and frontline workers kept showing up and doing their jobs. People checked in on neighbors and bought groceries for them when they couldn’t leave home. Countless people followed the mask mandates and stayed home as much as possible. Scientists worked around the clock, using all their brainpower to stop the virus and save lives. Politicians made decisions based on data and evidence, even though these decisions weren’t always the popular choice. Not everyone did the right thing, of course. Some people have refused to wear masks or get vaccinated. Some politicians have denied the severity of the disease, shut down attempts to limit its spread, and even implied that there’s something sinister in the vaccines. It’s impossible to ignore the impact their choices are having on millions of people, and there’s no better proof of those old political clichés: Elections have consequences, and leadership matters.
Bill Gates (How to Prevent the Next Pandemic)
The fourth Law of Combat: Decentralized Command. No one leader can manage it all or make every decision. Instead, leadership must be decentralized, with leaders at every level empowered to make decisions, right down to the frontline troopers in charge of no one but themselves and their small piece of the mission. With Decentralized Command, everyone leads. To empower everyone on the team to lead, team members must understand not just what to do but why they are doing it.
Jocko Willink (The Dichotomy of Leadership: Balancing the Challenges of Extreme Ownership to Lead and Win)
Efficiency is an important aspect to policing. We must ensure things that need to be done such as information and evidence gathering, dissemination and documentation in reports, etc., is indeed getting done. However it is important for leaders not to get lost in the efficiency of processes as it breeds a zero defects environment that creates a frontline that waits to be told what to think and slowing down considerably the effectiveness of timely decision making and tactical problem solving.
Fred Leland (Adaptive Leadership Handbook - Law Enforcement & Security)
What is the cost of replacing and bringing up to speed one of your managers, supervisors, or front-line employees who left because they were frustrated with your organization’s leadership?
Liz Weber (Something Needs to Change Around Here)
Some of the same forces have come to bear in the business world, where many companies in thriving talent-dependent industries embraced a new workplace ethos in which hierarchies were softened and office floor plans were reengineered to break down the walls that once kept management and talent separated. One emerging school of thought, popular among technology companies in Silicon Valley, is that organizations should adopt “flat” structures, in which management layers are thin or even nonexistent. Star employees are more productive, the theory goes, and more likely to stay, when they are given autonomy and offered a voice in decision-making. Some start-ups have done away with job titles entirely, organizing workers into leaderless “self-managing teams” that report directly to top executives. Proponents of flatness say it increases the speed of the feedback loop between the people at the top of the pyramid and the people who do the frontline work, allowing for a faster, more agile culture of continuous improvement. Whether that’s true or not, it has certainly cleared the way for top executives to communicate directly with star employees without having to muddle through an extra layer of management. As I watched all this happen, I started to wonder if I was really writing a eulogy. Just as I was building a case for the crucial value of quiet, unglamorous, team-oriented, workmanlike captains who inhabit the middle strata of a team, most of the world’s richest sports organizations, and even some of its most forward-thinking companies, seemed to be sprinting headlong in the opposite direction.
Sam Walker (The Captain Class: A New Theory of Leadership)