Welcome to the second part of our leadership series by Cris Hagen. In this article, Cris moves beyond strategic thinking (“The Head”) to address the crucial role that values and emotions (“The Heart”) play in leadership effectiveness. I hope you find Cris’s insights as meaningful as I have.
Why Values and Emotions Matter By Cris Hagen
While leadership involves strategic thinking, equally critical—and often overlooked—is the role of values and emotions. Leadership is about more than what you know; it’s about who you are and what you stand for.
The Heart: Your Values and Cultural Impact
Leaders’ values profoundly shape their organizational culture. Consider Nordstrom, famously accepting returns on products they didn’t even sell. This policy reflected deeply held values around customer service and created legendary stories and a powerful, enduring culture.
Yet, truly effective leadership isn’t only about values in theory—it’s about consistent, genuine, and visible actions aligned with those values. Emotions also significantly impact leadership. As an ENTJ, my inclination is toward rationality, but I’ve learned that acknowledging emotions—mine and others’—is essential for effective leadership and decision-making.
Coaching helps leaders clarify their values, recognize emotional blind spots, and put authentic leadership into practice, profoundly influencing organizational culture.
Solving the Leadership Puzzle – Is there a Perfect Answer?
February 20, 2026