reflection paper

Professor C. Cavanaugh
trinity western university

LDRS 300 SU21 Leadership as Service

Integrated Reflection Paper Guidelines

20% of Final Grade

July 22nd, 2021

The purpose of this final reflective paper is to look back at what each student has learned during the past 12 weeks and to reflect on it while applying it to their current and future leadership. This is not a book review nor is it a regurgitation of all the material we studied thrown back on the page! It is your analysis, synthesis and reflection of WHAT you have learned in this course and HOW you will use the knowledge in practicing leadership from a servant-oriented lens. It is holding up the ideas, concepts and practices we studied and adding your thoughts and critical analysis to it.

Below are details about the structure and content of this paper. Be sure to read through this carefully, constructing your paper as to answer the questions asked in each section.

Plagiarism, ghost-writing and sloppy APA adherence are simply unacceptable for a 3rd year University course. If you are struggling with your assignments or do not understand the requirements, it is your responsibility to get clarity and assistance from your professor or leaning coach before the assignment is due.


The paper is 8-10 pages long. It must include a title page (1 page), the main body of work (6-8 pp) and a reference page (1 page).

Make use of an outline to help you better communicate and clarify your ideas. You may use sub-headings to organize your ideas and let the reader know where you are going next in your paper. See APA guidelines for proper uses of headings and sub-headings.

I. Introduction: ½ – 1 page

II. Main Body of Paper: 6-8 pages

You must include the following:

· 1. Theory:
· Five to seven concepts or ideas you impacted you and that will better your servant leadership skills and abilities, now and in your future. You may use all the course material to date and be sure to integrate your ideas with learning you experienced throughout this course work. For example:

· the four H (heart, habits, head, hands), 7 principles, Risk, Humility, Service, Being Habits, Doing Habits, etc.
· Concepts from readings in the assigned textbooks that impacted you
· Ideas or discussions from our class lectures, DQ forums and class activities and group project
· You must include your vision, mission and values in this section. Explain how you determined these key leadership ideas, what they mean to you and how they can serve your leadership now and in the future.
· 2. Practical Applications:
· How will you use these ideas now in your life or in your future career? Give examples.
· Where will you use it? Give an example.
· What makes it a challenge/ exciting to use these practices?

III. Conclusion: ½ -1 page

IV. References: 1 page
· You must include at least 10 ref

LDRS 300
Leadership as Service
Lecture #6
Hands of a Great Leader

Debrief from last week
 What was the process like of working through these three areas for you?
 What was most difficult?
 What did you discover about yourself?
 What questions do you still have?

The Hands of a
Great Leader
“Through His hands – His effectiveness as a Servant Leader – Jesus was able to communicate to His disciples what was in His heart and His head about Servant Leadership.”
(Blanchard, Hodges & Hendry 2016, p. 167)

Image retrieved from


The Hands of a
Great Leader

Jesus’ hands at work:
Healed the sick
Cleansed the lepers
Fed hungry
Overturned the tables of them money changers
Washed the feet of his disciples
Hung from a cross to save sinful human beings.

Picture retrieved from


The Hands of a
Great Leader

With his hands, Jesus…
reassured the doubting
restored the fallen
beckoned the already occupied to a higher calling and a special personal relationship with him.

Picture retrieved from


The Hands of a
Great Leader

As varied as the work of Jesus’ hands was, it was always motivated by the same purpose…
To point people to the holy and loving God
To help them recognize their sin
And to encourage them to name Jesus as their Savior and Lord, to know His love, His forgiveness and eternal life.

Picture retrieved from


Ken Blanchard on the
leader as a Performance Coach

leader as a Performance Coach

Performance planning: providing direction and setting goals.
Day-to-day coaching: focuses on the servant aspect of servant leadership. That involves helping people win—accomplish their goals– by observing their performance, praising their progress and redirecting their efforts when necessary.
Performance evaluation: leaders sit down with people and evaluate their performance over time.

leader as a Performance Coach

Let’s use this class as test case for performance coaching:
Performance Planning – how do you know what expectations there are in this class?

Day to Day coaching – where do you see that happening?

Performance Evaluation – how does evaluation happen in this class?

Day to day coaching in LDRS 300
In class reflections.
In class activities with reflections.
Questions asked by the professor.
Questions asked by fellow students.
Adhering to the guidelines posted in the syllabus, moodle updates and assignment guidelines.
Asking for phones away, paying attention in class, coming on time and not leaving whenever you feel like it.
Treating each other with mutual respect and encouragement.
Group projects and working together with people you might know very well in order to meet new people and learn to work in teams and groups.
Preparing you for success for future

Ldrs 300 sU21
Lecture #2
Professor B. Sasaki

Today’s Lecture will focus on…
Going deeper with what servant leadership is and examining Greenleaf’s role and impact in this movement.
Examining the 10 traits of servant leadership more closely.
Looking at the heart of a great leader.
Looking at the heart of Jesus and what leading with a heart like Jesus actually looks like.

Robert K. Greenleaf
Robert K. Greenleaf coined the term Servant Leadership
He worked for AT&T for 40 years and after retiring began exploring how institutions function and how they could better serve society
He credits his ideas from a novel The Journey to the East


“Servant leadership begins with the natural feeling that one wants to serve first. Then conscious choice brings one to aspire to lead. . . The differences manifests itself in the care taken by the servant– first to make sure that other people’s high priority needs are being served.

The best test is this: do those served grow as persons; do they, while being served become healthier, wiser, freer, more autonomous, more likely themselves to become servants?

And, what is that effect on the least privileged in society; they benefit or at least will they not be further deprived.”

(Robert Greenleaf, 1970)

Ten traits of servant leadership
1. Listening
2. Empathy
3. Healing
4. Awareness
5. Persuasion
6. Conceptualization
7. Foresight
8. Stewardship
9. Commitment to the Growth of People
10. Building Community

LISTENING: Communicating between leaders and followers as an active process. It is dynamic, intentional and ongoing.

Empathy- “Standing in the shoes” of another person and attempting to see the world from that person’s point of view.

Social Researcher and Writer Brene Brown also tells us that, “Empathy is a choice. It is a vulnerable choice. In order to connect with you, I have to connect with something in myself that knows that feeling.”

Healing- To heal means to make whole. Servant leaders care about the personal well-being of their followers as whole people, not just staff or workers.

Awareness – Is the quality that makes one attuned and receptive to their physical, social and political environments.

Persuasion- It is clear and persistent communication that convinces others to change (Not coercion which uses authority to persuade and get others to comply).

Conceptualization – This refers to an individual’s ability to be a visionary for an organization, providing a clear sense of its goals and direction (Big Picture).

Foresight- It encompasses a servant leader’s ability to know the future. It is an ability to predict what is coming based on what is occurring in the present and what has happened.

Stewardship – It is about taking responsibility for the leadership role entrusted to the leader. Servant le

LDRS 300
Leadership as service
Lecture #6
Doing Habits

Group project review
1. Groups assigned – let’s review.
2. Group Guidelines – let’s review.
3. Group Accountability – let’s review.
4. Deadlines:
Group Contract – due Monday the 12th.
Which organization will you study? You must let the professor know so that there are no duplicates – ASAP (as soon as possible). First come, first availability. No duplicates in groups.
Presentations will be held July 20th and 22nd
5. Any questions, comments or feedback?

The 5 DOING Habits
of a Leader

a behavior pattern acquired by frequent repetition or physiologic exposure that shows itself in regularity or increased facility of performance.

The Doing Habits in contrast to The Being Habits

Obeying God and Expressing His Love





Accepting and Abiding in God’s Love




Supportive Relationships

Obeying god and expressing his Love

As a leader, you always have the choice of responding in a loving way– and that option is not usually the easiest way.
Sometimes love will require you to let go of your pride and fear and do the hard thing of holding a staff member accountable.

Blanchard, Hodges & Hendry (p.221)

“For I am convinced that nothing can ever separate us from this love. Death can’t and life can’t. The angels won’t, and all the powers of hell itself cannot keep God’s love away. Our fears for today, our worries about tomorrow or where we are – High above the sky, or in the deepest ocean– nothing will be able to separate us from the love of God demonstrated by our Lord Jesus Christ when he died for us.”
Romans 8

Responding in Love
It is important to remember all parts in your work need to seasoned with grace, integrity and forgiveness. Not just when you feel like it.

Responding in Love…

1 Corinthians 13
“If I speak with human eloquence and angelic ecstasy but don’t love, I’m nothing but the creaking of a rusty gate.
If I speak God’s Word with power, revealing all his mysteries and making everything plain as day, and if I have faith that says to a mountain, “Jump,” and it jumps, but I don’t love, I’m nothing.
If I give everything I own to the poor and even go to the stake to be burned as a martyr, but I don’t love, I’ve gotten nowhere. So, no matter what I say, what I believe, and what I do, I’m bankrupt without love.”
The Message Bible

Responding in Love…

1 Corinthians 13
“Love never gives up.
Love cares more for others than for self.
Love doesn’t want what it doesn’t have.
Love doesn’t strut,
Doesn’t have a swelled head,

Doesn’t force itself on others,
Isn’t always “me first,”
Doesn’t fly off the handle,
Doesn’t keep score of the sins of others,
Doesn’t revel when others grovel,

Takes pleasure in the flowering of truth,
Puts up with anything,
Trusts God always,
Always looks for the best,
Never looks back,
But keeps going to t

LDRS 300:
Leadership as service
Lecture #9
Creating a Service Culture

Unless otherwise noted material and ideas for this lecture are based on the book, The service culture handbook (2017) by Jeff Toister

Toister, Jeff. (2017). The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Toister Performance Solutions.

creating a service culture – What is culture?

What is a culture?

“The critic Raymond Williams, in his souped-up dictionary, “Keywords,” writes that “culture” has three divergent meanings.

#1 Individual enrichment
1. There’s culture as a process of individual enrichment, as when we say that someone is “cultured” (in 1605, Francis Bacon wrote about “the culture and manurance of minds”);

#2 a group’s way of life
2. Culture as a group’s “particular way of life,” as when we talk about French culture, company culture, or multiculturalism.

#3 Culture as activity
3. Culture as an activity, pursued by means of the museums, concerts, books, and movies that might be encouraged by a Ministry of Culture (or covered on a blog like this one).

Definition of
corporate / organizational culture

“Corporate/ [organizational] culture is the way an organization’s members think, act and understand the world around them”.
(Toister, 2017, p. 8)


How do we understand an organization’s culture?
Edgar Schein, Researcher and Business Management Professor specializing in organizational culture says this:

“In analyzing the culture of a particular group or organization it is desirable to distinguish three fundamental levels at which culture manifests itself:

(a) observable artifacts,
(b) values, and
(c) basic underlying assumptions. “

Retrieved from

So what is a service culture?
“So service culture is an organizational culture where there is a collective way employees think about providing outstanding service, act to provide it, and understand how and why they do it.
My shorthand definition is a service culture is one where employees are obsessed with customer service.”
Jeff Toister, 2017, p. xi

“We should be about more than just selling chicken.
We should be a part of our customers’ lives and the communities in which we serve.”
S. Truett Cathy, Founder of Chik-Fil-A

So why do culture initiatives fail?
Companies try to adopt or borrow some other company’s ”service way” without understanding their own unique people, products and values.
Leaders are not committed to the work it takes to create and sustain great customer service – time, money, training, evaluating and ongoing goals to improve and expand their service culture.
Employees are unclear about what the service organizational culture actually is.
Employees are not trained, mentored or coached in the service culture ways or they see a

LDRS 300:
Leadership as service
Lecture #10

Unless otherwise noted material and ideas for this lecture are based on the book, The service culture handbook (2017) by Jeff Toister

Toister, Jeff. (2017). The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Toister Performance Solutions.

How do we understand an organization’s culture?
Edgar Schein, Researcher and Business Management Professor specializing in organizational culture says this:

“In analyzing the culture of a particular group or organization it is desirable to distinguish three fundamental levels at which culture manifests itself:

(a) observable artifacts,
(b) values, and
(c) basic underlying assumptions. “

Retrieved from

So what is a service culture?
“So service culture is an organizational culture where there is a collective way employees think about providing outstanding service, act to provide it, and understand how and why they do it.
My shorthand definition is a service culture is one where employees are obsessed with customer service.”
Jeff Toister, 2017, p. xi

Learning lab #1
culture models
In your groups Brainstorm ideas and fill in the template model in each of the three areas for the following:
1. China
2. Canada
3. The Organization Your Group is Researching

Building a customer focused culture
So what kind of culture will you create when it comes to serving others?

Defining your
How does an organization define its culture? More specifically, it’s service culture?

Customer service vision
”A statement that clearly defines the quality of customer service employees are expected to provide”
(Toister, 2017, p.35)

Sample customer
service visions

We inspire, educate and outfit for a lifetime of outdoor adventure and stewardship.
REI Outdoor Store

Sample customer
service visions

To glorify God by being a faithful steward of all that is entrusted to us. To have a positive influence on all who come in contact with Chick-fil-A.


Sample customer
service visions

To be our customers’ favorite place and way to eat and drink.

McDonald’s Restaurants

3 steps to creating a customer service vision

1. Gather Input.
2. Writing the Vision.
3. Validating the Vision.

1. gather input
1. Who needs to be around the table?
2. What voices are important and why?
3. How, when and in what space will we gather their input?
Face to face
Teams or individuals
Onsite or off-site
3. Ask one key question, “What would you like customers to think of when they think about the service we provide?” (Toister, 2017,p.40)

2. Writing the vision
1. 7-10 people is optimal.
2. No more than 2 hours in length.
3. 4 steps:
Clarify objectives
Review data
Draft Vision
Capture examples

A good customer service vision has the following criteria:
1. It is simple and

LDRS 300
Leadership as Service
Lecture #3
The Discipline of Followership and Being Habits

Part III:
The Being Habits

Ken Blanchard on the
habits of a servant leader

Practices/ Habits of servant leaders
A few ideas to ponder from Ken Blanchard…
1. How do we enter our day?
Task-oriented self
Reflective self

2. How do you want to be remembered? If we were to think about what people will say about us after we die:
What WILL they say right now?
What would you WANT them to say?

3. What are your values?

4. How do you end your day?
Keep a journal
Praise – what did I do well/ what felt good?
Re-directions – what would I change or what would I have done differently?

Accepting and Abiding in God’s Love

Experiencing Solitude

Practicing Prayer

Knowing and applying scripture

Maintaining Supportive Relationships

Habit #1
Accepting and Abiding in God’s Unconditional Love
We know and rely on the love God has for us. God is love. Whoever lives in love lives in God and God in them.
1 John 4:16

Page 86 – Notice that the central habit is accepting and abiding in God’s love. Jesus had these five habits in his live. Will you use them?


It starts with what’s inside of us
We cannot give to others love, peace, hope, or security if we ourselves have not received it first. (Blanchard, Hodges, & Hendry p. 93)

Believing that it is possible for God to love you will lead you to God – and God enables us to believe in his love the son Jesus’ death on the cross and the Holy Spirit’s work in our hearts. (Blanchard, Hodges, & Hendry p. 90)

_____, I know you by name.
_____, I have loved you with an everlasting love.
_____, I gave my life for you.
_____, I have great plans for you.
_____, nothing can separate you from my love.
_____, I will wipe away every tear from your eyes.
_____, ask and you will receive.
_____, I want you to have life and have it to the full.
_____, I take great delight in you.
_____, I am with you wherever you go.
_____, I will never leave you or forsake you.
Blanchard, Hodges, & Hendry p. 92


Why are we talking about God’s love in when we talk about leadership?

The answer is this: God’s love will change you and by extension change your leadership.

You will see leadership differently; it becomes less about power and control and more about the stewardship of the people you touch and the work God has given you to do.
(Blanchard, Hodges, & Hendry p. 93)


Habit #2
Very early in the morning while it was still dark, Jesus got up and left the house and went off to a solitary place, where he prayed.
Mark 1:35


Solitude is stepping out the back door of your noisy life of to-do lists and demanding relationships and breathing

Ldrs 300:
Leadership as service
Week #5 Leadership and Risk

Victory is only wrested by running risks.

Winston Churchill

Risk = shift
Paradigm pioneers are always inquisitive, humble, students. If they assume the status of expert, they can be the church’s greatest obstacle to growth.
Doug Murren, Leadershift

Risk = growth
By avoiding risk we really risk what’s most important in life – reaching toward growth, our potential and a true contribution to a common good.

Max Dupree, Leading without Power

Risk & Failure:
How do you view failure? How can you re-frame failure as learning or growth?
Family & Risk:
How did your family view risk or deal with risks?

Your Risks so Far:
What kinds of risks have you taken in your life so far?

You & Risks:
What stops you from taking risks?
Risk-Free Guarantee:
If you could do something with a guarantee of success, what would you do?

Risk Mentors:
Think of someone you admire who is a risk taker…why do you think they are like that? What makes them a risk taker?


Take 5 minutes right now and reflect… what keeps you from taking risks? Which of Margie Warrell’s 4 elements of assessing risk do you struggle with:
We overestimate the probability of something going wrong.
We exaggerate the consequences of what might happen if it does go wrong.
We under estimate our ability to handle the consequences of risk.
We discount or deny the cost of inaction, and sticking with the status quo.

What does mark Zuckerberg have to say about risk?

Jesus – a Risk Taker?


Jesus’ life on earth demonstrates huge risk taking:
He left the unlimited power and perfection of heaven for the limitations and messiness of earth (John 6:38; John 3:13).
He never misused his position to bully or manipulate people (Matt 11:29; Matt 5:5).
He knew that he would be laying down his life for others, many of whom would reject him, abuse him, ridicule him and torture him (1 John 3:16; John 3:16, John 15:3).


Jesus’ life on earth demonstrates huge risk taking:
When he interacted with women, he broke all kinds of Jewish laws and customs (Luke 8:2 & 3; John 4).
When he interacted with non-Jewish people (Gentiles), he broke all kinds of Jewish laws and customs (John 4; John 10:16; Matthew 28:18-20).
When he interacts with “sinners”, he is mocked and ridiculed (Mark 2:13-17).
When he healed on the Sabbath, he broke all kinds of Jewish laws and customs (Mark 3:1-6).


How could Jesus do these things?
He knew that God was in control (p. 130)
He knew he had come from God (p. 130)
He knew that he was returning to God (p. 131)
So what does this mean to you and I
since we are not Jesus?


Take a risk

When we know WHO we are, when we are CONFIDENT in how we have been created and HOW we do life, we can enter into TAKING RISKS with a deeper sense of INTENTIONALITY AND PURPOSE.

Take a risk

#1 – G

LDRS 300
Leadership as service
Lecture #4:
The Head of a
Great Leader

Part IV:
The head of a great leader
Do not conform to the pattern of this world, but be transformed by the renewing of your mind. Then you will be able to test and approve what God’s will is – his good, pleasing and perfect will.
Romans 12:2

The heart and the head of leadership tells the world where you are going, who you are and what will guide you

In becoming a great leader, we need to answer these three critical questions:
1. What is the VISION I have for my life? Not what will I do, but what will I be remembered for.

2. What is my purpose or MISSION in life? What is it that I meant to do while I am here on this earth?

3. What are my VALUES? What are the key building blocks of what’s important to me that helps me make decisions to achieve my vision and fulfill my mission?

In leading great teams and organizations, we also need to answer these three critical questions:
1. What is the VISION for our team/ organization? Not just what will we will do, but how will others take notice and remembered us? How will our staff know where we are going? Will they too be onboard with the direction and course we have set?

2. What is the purpose or MISSION of our team/ organization? What is it that we are meant to do while here on this earth? How will we make a difference in the world?

3. What are our VALUES? What are the key building blocks of what’s important to us that helps us accomplish our mission and move closer to achieving our vision every day? Do we all agree upon and act upon these values? Do these values guide our decision-making?

Leadership is about going somewhere. Effective leadership begins with a clear vision.


Understanding your personal VISION, mission and values


A Compelling Vision has Three Components:
Picture of the Future
Embedded in Values


A compelling vision…
A vision or view of the future, is an ongoing, evolving, hopeful look into the future that stirs the heart and mind of people who know they will never see its end or limit.


Definition of Vision
The power of seeing, foresight, imagination.

Vision is discovered not necessarily created. It is what gets you up in the morning. It’s where you are going.


Vision –where are you heading?

Leading like Jesus involves understanding our calling and having vision for where we are headed in life grounded in values that shape and define us.


“How Great Leaders Inspire Action”

Simon Sinek explores how leaders can inspire cooperation, trust and change and how it is imbedded in their values and vision. He’s the author of the classic “Start With Why”; his latest book is “Leaders Eat Last.”


So what is the key…how do great leaders inspire action?

2. According to Simon Sinek, what makes Apple different from other compa

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