Office of the Senior Vice President
Student and Academic Support Services
Rice Hall Suite 403
2121 I Street, NW
Washington, DC 20052
202-994-7210
sass@gwu.edu
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Service Tip #63: On Becoming a Service Leader
Leadership scholar and researcher Warren Bennis, based on his study of hundreds of CEOs, college presidents, and elected officials, has provided some lively commentary on what it means to be a leader. At GW, as we approach the summer months and staff training and retreats, we should keep in mind the difference between being a leader versus a manager in providing world class service to our stakeholders.
Leaders are "those who master the context versus those who surrender to it."
Managers
| Leaders | | Administers | Innovates
| Is a copy
| Is an original
| Maintains
| Develops
| Focuses on systems and structure
| Focuses on people
| Relies on control
| Inspires trust
| Short-range view
| Long-range perspective
| Asks how and when
| Asks what and why
| Eye is on the bottom line
| Eye is on the horizon
| | Imitates | Originates
| Accepts the status quo
| Challenges the status quo
| Classic Good Soldier
| His or her own person
| Does things right
| Does the right thing
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Bennis, W. (1989, 2003). On Becoming a Leader, pp. 39-40
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