The most successful and awe-inspiring leadership is multi-dimensional, like a diamond. When you look at it from the prism of another leader’s perspective, especially when that leader herself is someone like Dustin Jones, then you can see and learn the actual deeper nuances of true leadership from an HR leader’s perspective.
The Owner and CEO of EncompassHR, LLC, a boutique HR consulting and leadership development company, the Chief Human Resource Officer (CHRO) at Dallas Country Club since Nov 2023, a renowned international speaker, a corporate trainer and the bestselling author of the book, ‘The Power of Diplomacy: Leadership That Inspires,’ Dustin says in her book that leadership is as much as art as it is a science. “Over the years, I’ve come to realize that the key lies not in authority, decision-making, or strategic vision but in the subtler, often overlooked quality of diplomacy. In an increasingly complex and interconnected world, the ability to lead with diplomacy is not just a desirable trait but a necessity – one that fosters trust, empowers teams, breeds inclusivity and enables organizations to thrive amid uncertainty. It allows the leader to get to know who their team members are and create a culture that is representative of the employee base, as well as their core values.”
She continues, “I have been in HR for over two-and-a-half decades and in leadership for half of that. I have seen good leaders and leaders who are toxic. I have watched organizations thrive under great leadership and other organizations that have died because of leaders that show no diplomacy or care for their team.” Diplomatic leadership can be transformative. “I’ve seen leaders navigate difficult conversations with grace, resolve conflicts with empathy, and inspire teams to achieve the extraordinary by fostering an environment of mutual respect and understanding. I have also seen extremely smart individuals who, despite their business acumen, struggled to gain trust and loyalty due to their lack of diplomatic ability.”
A Saga That Inspires Forever
Dustin’s 26-year journey began in 1999 after she graduated from California State University San Marcos in 1998 as a Meetings & Tradeshow Assistant at the National Aviation Transportation Association. In her own words, Dustin landed in HR by accident. When she moved to Texas, she needed a job, and this role was entry-level for a .com company in 1999. Once she was in HR, Dustin was hooked! She slowly learned all she could and worked her way up. She became a VP at the age of 36.
In 2021, Dustin decided to branch out on her own and opened an HR consulting practice. Eventually, she worked with the company she is now with (Dallas Country Club) and was hired on as their CHRO. The key to growth in HR is getting experience in all aspects of Human Resources and understanding how HR fits into the company you are currently working with, she states.
Her Core Mission
In her view, the core mission of HR is to prioritize the well-being of employees. “HR is the heartbeat of any organization, and it’s crucial that we nurture and support our people.” Over the past five years, she has seen a shift, particularly with the new generation entering the workforce. HR has become more attuned to the fact that when employees feel valued and cared for by their company, they, in turn, are more committed to the company’s success and delivering exceptional service to clients.
She Shapes a Caring Culture
Employee experience is increasingly at the heart of business success, she adds. “I believe a people-first approach is essential. Creating a culture where open communication, trust, and respect thrive has been my cornerstone. We focus on development opportunities, work-life balance, and inclusivity, ensuring that every team member feels valued, heard, and empowered to grow. We also make sure that the culture and work environment is fun and centered around hospitality.” It has been Dustin’s guiding principle to attract and retain top talent in all her organizations since the beginning.
Key to Leadership Success
She led during times of tremendous organizational change. She says that empathy is key to maintaining morale during change. She ensures that any business decision is communicated with transparency and offers support. While business objectives drive our direction, understanding and addressing the human aspect is crucial for sustainable success. Employees deserve to understand why things change, or new initiatives are put in place. It allows them to ask questions to be able to fully support the direction of the company.
Furthermore, DEI (Diversity, Equity & Inclusion) continues to be a defining issue. “I have had the privilege of working for organizations that are organically diverse. Because of what we offer to employees, we have shown that we allow for growth and advancement for anyone.” Making sure positions are paid fairly and that all employee engagement is fully inclusive is paramount.
Proud to Have Transformed Numerous Individuals
Today, looking back, Dustin is most proud of her initiatives focused on employee engagement and leadership training. “These programs are designed to empower individuals throughout the organization to build the skills and knowledge that align with our core values. By providing opportunities for growth, we’re not only enhancing employee satisfaction but also ensuring a strong pipeline of future leaders.” It’s incredibly rewarding to watch team members develop and step into roles of increasing responsibility within the company, says Dustin proudly.
Leadership succession and talent development are critical to long-term success. To ensure the next generation of leaders is ready, Dustin takes a proactive approach to leadership development, combining mentorship with formal training and providing opportunities for high-potential employees to lead projects. This ensures they’re prepared for the complexities of leadership and can handle them with confidence.
Winning Over an Extraordinary Challenge
As a CHRO, Dustin recalls one of the most unexpected challenges: navigating the emotional and logistical complexities during the pandemic. “We had to ensure our employees’ health and well-being while maintaining business continuity. We quickly pivoted to remote work, implemented health and safety protocols, and communicated regularly to ensure everyone felt supported.” Giving immediate attention to employee concerns was crucial during this time. Making sure employees were heard was imperative, and Dustin ensured her company did exactly that.
She adds, “When the present is long gone, I hope to be remembered for my unwavering commitment to integrity, transparency, and empowering others.” Dustin aims to leave behind a legacy of leaders who approach challenges with diplomacy and empathy, always prioritizing the people they lead. “I have always strived to leave an organization better than I found it, and I hope that is remembered as well.”
A True Leader’s Vision
Finally, looking ahead, Dustin is excited to continue expanding her work in diplomatic leadership, particularly through speaking engagements and training sessions. There’s a growing need for leaders who can navigate complex situations with empathy and strategic insight, and “I’m passionate about helping organizations develop these skills.”
Professionally, Dustin is eager to reach broader audiences, offering more leadership development programs and workshops that emphasize the importance of diplomacy in leadership. As she says in her book, “The idea of it came from my own vast pool of experiences as well as my deep-seated belief that diplomacy is the cornerstone of leadership that truly inspires. It is not about avoiding difficult decisions or sugarcoating reality but about approaching every interaction with respect, fairness, and a genuine intent to understand. I truly believe that those who choose to practice diplomacy can embrace the harder aspects of leadership. Diplomatic leadership is about finding common ground while staying true to one’s principles. It’s about balancing the needs of individuals with the goals of the organization and ensuring that every voice is heard – especially the quiet ones,” she concludes.
Dustin’s Future Focus
Now that her book is completed, published, and among the bestsellers list, Dustin is focused on leveraging it as a resource to engage with leaders and organizations around the world further.
Dustin holds a Master of Arts in Communications from Grand Canyon University, a Bachelor of Arts in Communications from California State University San Marcos, and a Management Certification from Southern Methodist University. She remains an active member of DallasHR, SHRM, CMAA, and the VFW Auxiliary in Frisco, TX, championing leadership development and workforce transformation.
Recognized as one of 2024’s 50 Top Women Leaders of Dallas, The Inc. Magazine’s 10 Most Influential Women Leaders of the Year 2024 and Insights Success Magazine’s The Most Influential Women Leaders Transforming HR in 2025, Dustin has a firm belief in the power of effective leadership. She equips leaders at all stages of their careers with the tools, strategies, and confidence to lead with purpose, navigate change effectively, and build thriving businesses. She is dedicated to helping individuals break barriers, challenge norms, and redefine leadership in their organizations.
Read More: Strategic HR Leadership: Aligning People with Organizational Vision
