| This Action Research project focused on recognizing the true value that staff can contribute to a service department within a large public sector organization. In this project, the researcher described the leadership behaviour that demonstrates a leader cares about the feelings, opinions, and self-esteem of their staff by "encouraging the heart". In 2003, James Kouzes and Barry Posner wrote a book with the same title, which described similar leadership behaviours.;In the department studied, an encouraging the heart program was introduced that included the presentation of birthday recognition letters to each staff member and regular on-site parties to celebrate festive occasions and retirements. This project used the action research methods of questionnaires, focus groups, and researcher reflections, as well as reviews of related literature. The key finding was that encouraging the heart of staff does yield positive effects on staff morale, productivity and attendance. |
