Difficult Decisions

CHAPTER 5Role Responsibilities

What is the difference between a job and a role?

We use this language interchangeably, but these are not simple synonyms. While a job consists of one or more tasks for which its holder accepts responsibility, a role goes beyond that definition to encompass the broader context or ecosystem. Execution of a job can exist on its own, with deliverables that define its successful or unsuccessful execution. A role, however, exists in relationship to other people, not just to outcomes. A job has requirements; a role has requirements and interpersonal dynamics.

Perhaps obviously, clarifying the requirements and expectations of one's role is essential to effective leadership. Is the leader obligated to fulfill all requirements and manage all interpersonal dynamics equally? What results do different players expect? When and how do their expectations outweigh those of others in a stakeholder constellation? In other words, should employees, customers, and communities be treated with the same regard as owners and investors? And what happens when their respective needs are in conflict?

The word role comes originally from theater, from the literal roll of paper upon which an actor's lines were written. Like an actor in a play, someone who holds a role in an organization has an audience looking to her to convey a message, tell a story, enable a change, or inspire an emotional reaction. Every person in a role has others depending on her, including customers and ...