The Front–Line Leader: Building a High–Performance Organization from the Ground Up

PRAISE FOR THE FRONT–LINE LEADER

"In The Front–Line Leader, Chris Van Gorder puts forth a heartfelt and practical tenet: leadership is not just about valuing your people; it′s about building and nurturing relationships up, down, and across the organization. Through a series of stories and anecdotes, Chris demonstrates that relationships thrive on proximity, openness, and even personal vulnerability. Chris′s experiences, from the basement to the boardroom, provide an action plan that should be part of every executive′s commitment to those whom we ask to join us on the journey."
Richard Umbdenstock, president and CEO, American Hospital Association

"Chris Van Gorder reminds us that the old–fashioned basics matter. In his well–told guide, Chris takes us on a journey of sharing authentic emotional connections with all of our workers, from the basement to the boardroom, in order to rally people around shared goals. The Front–Line Leader also focuses on how asking the right questions can prevent disabling measures that are not only unnecessary but hurtful to people and mission. Chris′s passionate story adds value to anyone seeking to better an organization′s success and performance."
Susan Davis, congresswoman, California 53rd Congressional District

"Some leaders are full of theory and rhetoric. Chris Van Gorder is the kind of leader who leads through action. His leadership philosophy of serving others is proven through genuine actions every day. I recommend The Front–Line Leader to anyone looking for actionable examples of how to be a better leader and build a better organization."
Tom Garfinkel, president and CEO, Miami Dolphins

"This is the best book on how to create a great workplace I′ve read in years. Every page of The Front–Line Leader is loaded with practical insights that anyone who manages people will find useful. It′s an inspiring story as well. Chris Van Gorder tells how a former street cop helped transform a failing health system into a thriving business with an empowered workforce. Highly recommended."
Robert Levering, cofounder, Great Place to Work® Institute; coauthor, the Fortune "100 Best Companies to Work For Annual List"

"In The Front–Line Leader, Chris Van Gorder vividly recounts the events that changed his life, influenced his career, and defined who he is today. As busy as he is, Chris has never lost sight of the importance of individual engagement. By focusing on what truly matters, he has enjoyed tremendous success throughout an impressive career, and his accomplishments transcend his role as CEO for Scripps Health. The Front–Line Leader is not only an enjoyable read but a practical guide to success for leaders at all levels."
Joe Greskoviak, president and chief operating officer, Press Ganey

Acknowledgments ix

Introduction 1

1 Know Your People 7

2 Get Outside Yourself 25

3 The Credibility Factor 39

4 Tell Stories 57

5 Create a Culture of Advocacy 71

6 Take Care of the Me 89

7 Hold People Accountable 109

8 Build Loyalty and Engagement from the Middle 127

9 Bring People Together 143

10 Ask What If? 163

Conclusion 179

Notes 183

About the Author 188

Index 190

CHRIS VAN GORDER, FACHE, is president and CEO of Scripps Health, one of the nation′s foremost health care institutions with more than 14,000 employees and 2,600 affiliated physicians. Scripps has been included on Fortune magazine′s "100 Best Companies to Work For" list for seven consecutive years. His numerous awards include several humanitarian awards, the California Emergency Medical Services Authority Distinguished Service medal, and the ACHE Gold Medal. Van Gorder received his master′s degree in public administration/health services administration at the University of Southern California and earned his bachelor′s degree from California State University, Los Angeles. He is a clinical professor of healthcare practice at the Price School of Public Policy at the University of Southern California.

Van Gorder lives with his wife in San Diego, California, where he also serves as a reserve assistant sheriff and an EMT.

For more information, please visit www.scripps.org