Table Of Contenti
Praise for
TouchpoinT Leadership
“Leadership does not reside in leaders but in the relationships that
leaders and followers create together to achieve a collective endeavour.
Hilary Lines and Jacqui Scholes-Rhodes, two highly experienced
leadership coaches, elucidate and illustrate with great insight what
happens in the relationship at these points of meeting. They show how
leaders can relate more effectively and what development and coaching
can help them in this important task.”
Peter Hawkins, author, Professor of Leadership at Henley Business
school and emeritus Chairman of Bath Consultancy Group
“Organizations function, for better or worse, through the interaction of
the people who work there. In this book the authors focus on those
touchpoints, and through their experience and insight show us that
awareness of our own humanity is the vital spark which brings leadership
to life.”
Bill Knight oBe, former senior Partner at simmons & simmons,
Deputy Chairman of Council at Lloyd’s of London and
chairman of the financial reporting review Panel
“Leaders… want to crack the code on how to have their teams fully
engaged. The concepts and models in Touchpoint Leadership provide a
fresh approach that will help leaders make sense of the world in which
they operate and offer some different ideas on how they might proceed.”
Gary Kildare, Global Hr officer at iBM Technology solutions
ii
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iii
Touchpoint
Leadership
iv
For our children and grandchildren
and with gratitude to our parents who instilled
in us the value of relationships and curiosity
v
Touchpoint
Leadership
Creating
collaborative
energy across
teams and
organizations
Hilary Lines and
Jacqui Scholes-Rhodes
vi
Publisher’s note
Every possible effort has been made to ensure that the information contained in this book
is accurate at the time of going to press, and the publishers and authors cannot accept
responsibility for any errors or omissions, however caused. No responsibility for loss or
damage occasioned to any person acting, or refraining from action, as a result of the mate-
rial in this publication can be accepted by the editor, the publisher or either of the authors.
First published in Great Britain and the United States in 2013 by Kogan Page Limited
Apart from any fair dealing for the purposes of research or private study, or criticism or review,
as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be
reproduced, stored or transmitted, in any form or by any means, with the prior permission in
writing of the publishers, or in the case of reprographic reproduction in accordance with the terms
and licences issued by the CLA. Enquiries concerning reproduction outside these terms should
be sent to the publishers at the undermentioned addresses:
120 Pentonville Road 1518 Walnut Street, Suite 1100 4737/23 Ansari Road
London N1 9JN Philadelphia PA 19102 Daryaganj
United Kingdom USA New Delhi 110002
www.koganpage.com India
© Hilary Lines and Jacqui Scholes-Rhodes, 2013
The right of Hilary Lines and Jacqui Scholes-Rhodes to be identified as the authors of this work
has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.
ISBN 978 0 7494 6578 0
E-ISBN 978 0 7494 6579 7
British Library Cataloguing-in-Publication Data
A CIP record for this book is available from the British Library.
Library of Congress Cataloging-in-Publication Data
Lines, Hilary.
Touch point leadership : creating collaborative energy across teams and organizations / Hilary
Lines, Jacqueline Scholes-Rhodes.
p. cm.
ISBN 978-0-7494-6578-0 – ISBN 978-0-7494-6579-7 (ebook) 1. Leadership. 2. Interpersonal
relations. 3. Teams in the workplace. I. Scholes-Rhodes, Jacqueline. II. Title.
HD57.7.L557 2013
658.4’092–dc23
2012039956
Typeset by Graphicraft Limited, Hong Kong
Printed and bound in India by Replika Press Pvt Ltd
vii
ConTenTs
Our ethical code ix
Acknowledgements xi
introduction 1
The Touchpoint Leadership proposition 2
The benefits of Touchpoint Leadership 4
About this book 6
01 The case for Touchpoint Leadership 9
The leadership challenge – and the paradoxes 9
Seeing leadership through a new lens: the Touchpoint
Leadership proposition 12
The three domains of Touchpoint Leadership 17
02 Priming the touchpoint to become relational 47
Being fully present at the touchpoint 49
Personal growth through interaction at the touchpoint 65
Developing a relational perspective 75
Looking forward 82
03 Pivotal relationships – creating value within
the organization 85
Connecting and reinforcing difference 87
Igniting connective energy at the touchpoint 103
Holding the relational space 109
Looking forward 122
viii Contents
Contents
Contents vii
Our ethical code ix
04 Transforming partnership through the touchpoint 125 Acknowledgements xi
Introduction 1
The Touchpoint Leadership proposition 2
Introduction 125 The benefits of Touchpoint Leadership 4
About this book 6
The professional partnership ‘brand in action’ 126 01 The case for Touchpoint Leadership 9
The leadership challenge – and the paradoxes 9
Building a coherent client relationship through connecting
Seeing leadership through a new lens: the Touchpoint Leadership proposition 12
The three domains of Touchpoint Leadership 17
internal touchpoints 142
02 Priming the touchpoint to become relational 47
Footnote: Partnering for client service across the Being fully present at the touchpoint 49
Personal growth through interaction at the touchpoint 65
business 154 Developing a relational perspective 75
Looking forward 82
Summary 156 03 Pivotal relationships – creating value within the organization 85
Connecting and reinforcing difference 87
Igniting connective energy at the touchpoint 103
Holding the relational space 109
05 Building and sustaining the collaborative Looking forward 122
04 Transforming partnership through the touchpoint 125
enterprise 159 Introduction 125
The professional partnership ‘brand in action’ 126
Building a coherent client relationship through connecting internal touchpoints 142
Introduction 159
Footnote: Partnering for client service across the business 154
Building connective leadership – vertically and Summary 156
05 Building and sustaining the collaborative enterprise 159
horizontally 161 Introduction 159
Building connective leadership – vertically and horizontally 161
Catalysing connective learning 174 Catalysing connective learning 174
Trusting to act responsibly and freely 187
Trusting to act responsibly and freely 187 Conclusion 189
06 Developing touchpoint mastery 192
Conclusion 189 Introduction 192
A framework for learning 195
The Touchpoint Leadership developmental framework 197
Summary 206
06 Developing touchpoint mastery 192 Index 207
Introduction 192
A framework for learning 195
The Touchpoint Leadership developmental framework 197
Summary 206
Index 207
ix
our eTHiCaL C oDe
in writing this book we have aimed to illustrate the concept of
Touchpoint Leadership in action, drawing on our work with
leaders from a wide range of organizations and from across a diverse
selection of sectors.
Our commitment to the confidentiality of our clients and research
respondents is fundamental to our work and has been our first
priority in selecting and shaping the examples to include in the book.
To protect this confidentiality we have therefore developed stories
in which a number of facts have been changed, and in some cases
we have amalgamated more than one story, drawing out the generic
learning pertinent to all touchpoint leaders rather than the specific
insights experienced by the individual client. In the context of illus-
trating an aspect of Touchpoint Leadership, however, the meaning
has been fully preserved.
In addition, we have contacted all those leaders whose stories have
been adapted in this way and we have sought, and received, their
express permission to incorporate the text into our book.
Hilary Lines
Jacqui Scholes-Rhodes
x
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