interpret their experiences and the actions they take in response to people and situations.
For example, many organizations whose leaders in the automotive industry operated on the
4. Discuss the similarities and differences between mental models and open-mindedness.
Open-mindedness means breaking out of the categorized thinking patterns people have
5. What is the concept of personal mastery? How important is it to a leader?
6. Which of the four elements of emotional intelligence do you consider most essential to an
effective leader? Why?
7. Consider fear and love as potential motivators. Which is the best source of motivation for
college students? For members of a new product development team? For top executives at
a media conglomerate? Why?
8. Have you ever experienced love and/or fear from leaders at work? How did you respond?
Is it possible that leaders might carry love too far and create negative rather than positive
results? Discuss.
Students’ answers will vary. When leaders address emotional needs, people respond by
loving their work and becoming emotionally engaged in solving problems and serving
customers. Enthusiasm for work and the organization increases. People want to believe that
their leaders genuinely care about them.
9. Do you think it is appropriate for a leader to spend time developing people’s emotional
intelligence? Why or why not?
Yes, research showed that untrained emotionally intelligent teams perform as well on the
job as trained teams with low ratings in emotional intelligence. Emotionally intelligent
10. Think about the class for which you are reading this text as a system. How might making
changes without whole-systems thinking cause problems for students?
If the format of the class were changed from a classroom setting to a distance learning
Teaching Tools and Exercises
1. Leader’s Bookshelf: What Got You Here Won’t Get You There by Marshall Goldsmith
and Mark Reiter
Success, says executive coach Marshall Goldsmith, makes many people believe they must be
doing everything right. Therefore, as leaders move up the hierarchy they often continue to rely
on mental models about interpersonal relationships that seemed to work when they were in
2. Small Group Discussion: Think of a group or team to which you currently belong or of
which you have been a part of. What type of leadership style did the leaders appear to
exhibit? Give some specific examples of the types of leadership behaviors he or she used.
Evaluate the leadership style. Was it appropriate for the group? Why or why not? What
would you have done differently? Why?
3. Activity: Developing Trust
Trust plays an important role in a leader’s relationship with employees. Given the
importance of trust, today’s leaders should actively seek to develop it within their work
group. The following activity reinforces the behaviors associated with developing trust.
4. Read and Discuss: Anand Raman, Enterprise 2.0: How a Connected Workforce Innovates,
5. Leadership at Work: Mentors
Think of a time when someone reached out to you as a mentor or coach. This might have
been a time when you were having some difficulty, and the person who reached out
would have done so out of concern for you rather than for their own self-interest.
In Class: A discussion of experiences with mentors is excellent for small groups. The
instructor can ask each group to identify the common characteristics that their mentors
Leadership Development: Cases for Analysis
I. The New Boss
Synopsis
Sam Nolan was Chief Information Officer at Century Medical, a large medical products
company. He had joined the company four years ago and Century had made great progress
integrating technology into its systems and processes. Nolan had developed trust with people
1. Describe the two different mental models represented in this story.
Mental models are deep-seated assumptions, beliefs, blind spots, biases, and prejudices
that determine how leaders make sense of the world. They govern how leaders interpret
2. What are some of the assumptions that shape the mindset of Sam Nolan? Of Tom Carr?
Both Carr and Nolan have assumptions about events, situations, and circumstances.
Perceptions are part of both Carr and Nolan’s mental models, determining how they view
people, situations, and events. Nolan is operating on Theory Y assumptions, that workers
3. Do you think it is possible for Carr to shift to a new mental model? If you were Sam Nolan,
what would you do?
Carr can learn to regard his assumptions as temporary ideas rather than fixed truths. The
II. The USS Florida
Synopsis:
The atmosphere in a Trident nuclear submarine is generally calm and quiet. The Trident ranks
among the world’s most dangerous weapons. When Michael Alfonso took charge of the USS
Florida, the crew welcomed his arrival, but Commander Alfonso swiftly admonished his sailors
that he would push them hard. He loudly and publicly reprimanded those whose performance he
Case questions and answers
1. Analyze Alfonso’s impact on the crew in terms of love versus fear. What might account for
the fact that he behaved so strongly as captain of the USS Florida?
Traditionally, organizations have often been based on fear. An unspoken notion among
2. Which do you think a leader should be more concerned about aboard a nuclear
submarine—high certification grades or high-quality interpersonal relationships? Do you
agree with Admiral Sullivan’s decision to fire Alfonso? Discuss.
The two are interrelated. A ship cannot function in a state of preparedness without the
commitment of the crew. For organizations where employees do mindlessly as they are
3. Discuss Commander Alfonso’s level of emotional intelligence in terms of the four
components listed in the chapter. What advice would you give him?
He lacked self-awareness and did not manage his emotions because he lost his temper at
MacArthur. He lacked empathy by criticizing MacArthur in public. He did not motivate
Digital Homework Grid
Case Assessment Questions
Topic
Category
Richard leads the finance
department of Source Inc.
He threatens his team
members with negative
Leadership Challenge #6
Perform
Reese heads the human
resource department of
Franklin Pvt. Ltd. She
follows a mental model
Leadership Challenge #6
Lead
in their work as their ideas
are always criticized. This
lack of change has caused
the firm to face harsh
competition from other
companies which in turn, has
brought their revenues down.
Which of the following
strategies should Reese
adopt to improve the
condition of her firm?
The auditing team of Zodiac
Inc., headed by Ben, is
characterized by excessive
control and emotional
distance. Ben gets work done
by terrifying his team
members. He assigns tasks to
people with tight deadlines
Leadership Challenge #6
Lead
Homework Questions
Topic
Category
Which of the following
factors will help a leader
work effectively with other
people?
Leadership Challenge #1
Connect
If the business head of a
company is a “whole
leader,” which of the
following methods would he
use to lead his followers?
Leadership Challenge #1
Connect
Andrea is required to give a
few ground rules to Sally on
how to lead her team
members. Which of the
following guidelines should
Andrea suggest?
Leadership Challenge #1
Engage
An accurate mental model
helps a leader:
Leadership Challenge #1
Connect
Priscilla is creating a
document instructing
her organization successful.
Which of the following
suggestions should the
Leadership Challenge #1
Connect
The senior executives of a
firm are aiming to develop a
global mindset. They should:
Leadership Challenge #1
Perform
The first step of a leader
toward being able to shift
mental models and see the
world in a new way is to:
Leadership Challenge #1
Connect
Which of the following
characterizes a leader who
thinks independently?
Leadership Challenge #2
Connect
Hill Inc., a leading apparel
manufacturer, had been
making clothes solely for
women over the past few
decades. Susan, a newly
appointed manager,
Leadership Challenge #2
Lead
leader does Susan display?
Which of the following is a
characteristic of a mindful
leader?
Leadership Challenge #2
Connect
Which of the following is a
characteristic of mindless
leaders?
Leadership Challenge #2
Connect
Which of the following
characterizes effective
leaders?
Leadership Challenge #3
Connect
Effective leaders:
Leadership Challenge #3
Connect
Which of the following helps
Leadership Challenge #3
Engage
Which of the following helps
leaders with personal
mastery in bridging the gap
between current reality and
the vision of a better future?
Leadership Challenge #3
Connect
Which of the following is a
characteristic of a leader
with personal mastery?
Leadership Challenge #3
Connect
Which of the following
statements is true of systems
thinking?
Leadership Challenge #4
Connect
Which of the following is
true of emotions in
leadership?
Leadership Challenge #5
Connect
Which of the following is
true of emotional
intelligence?
Leadership Challenge #5
Connect
_____, a component of
emotional intelligence,
includes the ability to
Leadership Challenge #5
Engage
Which of the following is
true of self-awareness?
Leadership Challenge #5
Connect
Louisa is an auditor who
Leadership Challenge #5
Perform
evaluates the accounts of
several organizations. She
examines each account
individually with sincerity
a good light. This implies
_____ refers to the ability to
adjust to changing situations
and overcome obstacles.
Leadership Challenge #5
Engage
Thomas, a team supervisor,
has the ability to face issues
and solve them quickly. He
has the willingness to adjust
and change according to
changing circumstances.
Which of the following
characteristics does Thomas
possess?
Leadership Challenge #5
Perform
Identify the characteristic of
a socially aware leader.
Leadership Challenge #5
Connect
Identify the characteristic of
a leader with organizational
awareness.
Leadership Challenge #5
Connect
Which of the following
statements is true of a fear-
based organization?
Leadership Challenge #6
Connect
Which of the following
statements is true of leading
with love?
Leadership Challenge #6
Connect
Organizations driven by fear
and not by love are marked
by:
Leadership Challenge #6
Engage
Fred, an employee of an
organization, does not feel
Leadership Challenge #6
Perform
Which of the following is
Media Quiz Questions
Topic
Category
Which of the following is
true of effective leaders?
Leadership Challenge #2
Connect
Which of the following is an
example of emotional
intelligence?
Leadership Challenge #5
Connect
Patrick heads the promotions
team of Puffin Café. He
challenges his subordinates
in a very resourceful manner
and pushes them beyond
their comfort zone. He
of leaders does Patrick
possess?
Leadership Challenge #5
Perform
Which of the following is an
aspect of relationship
management in leadership?
Leadership Challenge #5
Perform
Justin, the accounts manager
of Macro Pvt. Ltd., is
confident that his team
members can work
efficiently. He provides
Leadership Challenge #6
Perform
According to the given
scenario, which of the
important role in the good
Pre-Test Questions
Topic
Category
Which of the following is
true of leading with head and
heart?
Leadership Challenge #1
Connect
Which of the following is
true of assumptions in
leadership?
Leadership Challenge #1
Connect
Due to the cutting-edge
research conducted by the
research and development
team of Pelican Inc., an
automobile company, the
demand for its cars
use the latest technology. In
the context of the given
scenario, which of the
following is true of the
leaders of Pelican Inc.?
Leadership Challenge #1
Connect
Penny, an entrepreneur, is
planning to launch a
boutique. She is developing
strategies to make the
venture successful. Which of
the following should be
adopted by Penny?
Leadership Challenge #1
Connect
Mark, a manager at Brown
Pvt. Ltd., wants to develop a
Leadership Challenge #1
Perform
leaders?
Fanny was promoted to the
position of vice-president of
her organization. Which of the
following behaviors should
she employ to be effective?
Leadership Challenge #3
Perform
_____, a quality of leaders
with personal mastery, refers
to a commitment to the truth
of current reality.
Leadership Challenge #4
Engage
Synergy Inc., an automobile
manufacturer, continually
works toward making cars
with zero greenhouse
emissions. Its managing
director has set up an
extensive research team to
achieve this target. He also
motivate employees to focus
future. Which of the following
qualities does the managing
director possess?
Leadership Challenge #4
Perform
Which of the following
characteristics of a leader
refers to consistently
displaying honesty and
integrity?
Leadership Challenge #5
Engage
Which of the following
describes the ability of a
leader to manage and honor
one’s responsibilities?
Leadership Challenge #5
Engage
_____, a quality of leaders,
refers to the ability to
recognize and take care of the
needs of employees,
customers, or clients.
Leadership Challenge #5
Engage
Organizations driven by love
and not by fear are marked by:
Leadership Challenge #6
Engage
Vivian, an employee of a
company, works only to be
able to pay his bills. He does
not work longer than required.
He never puts in any
additional effort or takes any
According to the given
Leadership Challenge #5
Perform
scenario, which of the
following factors is Vivian’s
motivation to work?
Joanne works in a publishing
company. She is respected by
her coworkers and her seniors.
Leadership Challenge #5
Perform
Post-Test Questions
Topic
Category
Which of the following is
true of leadership?
Leadership Challenge #1
Connect
Which of the following
refers to mental models?
Leadership Challenge #1
Engage
Steve approached Andrew, a
business consultant, for
suggestions on how to
Leadership Challenge #1
Connect
Which of the following is
defined as the ability of
managers to appreciate and
influence individuals,
groups, organizations, and
systems that represent
Leadership Challenge #1
Engage
Identify the characteristic of a
mindless leader.
Leadership Challenge #2
Engage
When someone becomes an
expert in a particular subject:
Leadership Challenge #3
Connect
_____ is the ability to see the
synergy of the whole rather
than just the separate elements
of a system and to learn to
Leadership Challenge #4
Engage
reinforce or change whole
system patterns.
Edward, a team leader,
regularly works to identify his
strengths and weaknesses.
This helps him work on his
Leadership Challenge #5
Perform
_____, a quality of leaders,
refers to the ability to control
disruptive, unproductive, or
harmful emotions and desires.
Leadership Challenge #5
Engage
Nick, a sales manager, is
highly dependable as he
always provides solutions and
does not waste his time with
unproductive ideas. He never
lets his negative emotions
affect his interactions with his
subordinates. Which of the
following categories of
emotional intelligence does
Nick possess?
Leadership Challenge #5
Perform
Harry, the relationship
manager of an investment
company, takes up
responsibilities with complete
dedication. He ensures that he
executes his tasks with
accuracy, diligence, and care.
Which of the following
characteristics of leaders does
Harry possess?
Leadership Challenge #5
Perform
_____, a quality of leaders,
means being able to put
oneself in other people’s
shoes, sense their emotions,
and understand their
perspective.
Leadership Challenge #5
Engage
Which of the following is a
characteristic of a socially
aware leader?
Leadership Challenge #5
Connect
Alfred is a supervisor at
care and kindness. He guides
Leadership Challenge #5
Perform
them through their daily duties
and solves their queries. He
inspires his coworkers by
stating that work is fun. His
character has led to an
Which of the following is true
of leading with fear?
Leadership Challenge #6
Connect
Christopher, General Manager
at Franklin Inc., tried to get
tasks done by threatening his
subordinates with negative
consequences. Due to this,
many employees quit and
Christopher adopt to improve
the condition of his firm?
Leadership Challenge #6
Lead
Self-Assessment Questions
Topic
Category
Which of the following is an
example of engaging in
mindfulness?
Leadership Challenge #2
Connect
Mindful leaders:
Leadership Challenge #2
Connect
Which of the following is a
characteristic of mindful
leaders?
Leadership Challenge #2
Connect
Identify the correct statement