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Moments of Truth: Putting It to Practice

In: Leadership Landscapes

Author

Listed:
  • Tom Cummings
  • Jim Keen

Abstract

Life is about moments. And so is leadership. Leaders do not “lead” every moment of the day. Exceptional leaders are often very busy, yet, quite some time passes before leadership is called upon, and then, suddenly, a challenge arises, a decision is required, or an action is called for and a leader must rise to a moment of truth. In the early years of SAS airlines, Jan Carlson built an entire end-to-end service concept on the notion of “moments of truth” — those moments of critical frontline engagement with customers. We would like to borrow the notion of a critical moment but apply moments of truth to those moments when leadership must stand out — the moments when a wider repertoire must be accessed to deal with a situation in the most powerful ways possible. Our device for supporting leaders to deal with moments of truth is twofold: first the ability to reorient to the landscape where energy and attention are needed, and second, the consciousness to respond with equanimity and grace to any challenge, block, or fork in the road.

Suggested Citation

  • Tom Cummings & Jim Keen, 2008. "Moments of Truth: Putting It to Practice," Palgrave Macmillan Books, in: Leadership Landscapes, chapter 0, pages 95-103, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-59853-9_7
    DOI: 10.1057/9780230598539_7
    as

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