1、1,“LEADERSHIP IS AN INFLUENCING PROCESS。IT IS ABOUT GETTING THINGS DONE THROUGH OTHERS”領導是影響的過程，是通過發(fā)動其他人來完成工作,Service Leadership Handout,2,LEADERS AND MANAGERS領導和管理人員的區(qū)別,3,1.COMMUNICATE our vision of a customer-focused workplace傳達我們的服務理念-顧客至上. 2. DETERMINE and respond to internal customer needs. 確定并

2、回應內(nèi)部顧客的需求3.ESTABLISH a climate for open communication創(chuàng)造一個開放式的溝通環(huán)境4.BUILD positive relationships建立良好的關系,THE BASIC PRINCIPLES OF SERVICE LEADERSHIP: 領導技能的基本原則,4,Customer focus 以客人為中心 Involvement & empowerment of every member of staff讓所有員工參與，并授權他們 Communication 溝通 Innovation 改革創(chuàng)新 Continuous quality imp

3、rovement 不斷地提高質(zhì)量 Cost effectiveness / profitability 有效的成本/營利,CUSTOMERS COME FIRST VALUES 顧客至上理念,5,DETERMINE AND RESPOND TO INTERNAL CUSTOMER NEEDS內(nèi)部顧客的需求是什么？,培訓、認可、支持、激勵、尊重、指導,6,THE 4 PS OF TEAMBRIEFING 班組會4P結(jié)構 PROGRESS工作進展 POLICY / PLANS政策/計劃 PEOPLE員工 POINTS OF ACTION 行動要點,7,GOLDEN RULES For Team B

4、riefing 班組會的黃金法則 Face to Face 面對面 In Small Teams 小組模式 By the Team Leader 團隊領導主持 On A Regular Basis 建立在常規(guī)的基礎上 About Relevant Subjects 涉及相關的主題 Asking & Answering Questions 采用提問/回答的方式,8,KEY CHARACTERISTICS OF LEADER領導人的主要品質(zhì),Honesty 誠實 Competence 有能力 Forward-Looking 有遠見 Inspiration 鼓舞人心 Credibility 值得信賴

5、,9,DIRECTING LEADERSHIP指導型領導,Demonstrates 演示 Explains how 解釋原因 Sets goals 設定目標 Organizes the work in advance 提前組織好工作 Structures 思路清晰, 有序安排工作 Controls 控制 Supervises closely 及時監(jiān)督 Evaluates 評估,10,COACHING LEADERSHIPThe Leader 教導型領導,DIRECTS 指導 Demonstrates 演示 Explains how 解釋原因 Sets goals 設定目標 Organises

6、the work in advance 預先組織工作 Structures 工作規(guī)劃 Controls 控制 Supervises closely及時監(jiān)督 Evaluates 評估,AND SUPPORTS 支持 Praises 贊揚 Explains why 解釋原因 Asks for opinions 征求意見 Listens 耐心傾聽 Encourages 給予鼓勵 Reassures 使員工獲得信心,11,SUPPORTING LEADERSHIP支持型領導,Praises 贊揚 Reassures 使員工得到信心 Encourages 鼓勵 Asks for ideas and op

7、inions 征求意見和建議 Listens 耐心傾聽 Involves follower in goal setting 鼓勵員工 參與目標的設定 Involves follower in evaluation 要求員工參與評估 Involves follower in problem-solving 鼓勵員工參與問題的解決 Shared decision making 共同決策,12,DELEGATING LEADERSHIP授權型領導,Shares responsibility for goal setting 每個人都有責任參與目標的設定 Allows the follower to

8、evaluate his/her performance 允許員工評估他/她自己的表現(xiàn) Is available but does not interfere當員工需要幫助時，你就在身邊，但絕不干擾員工 Provides information and resources 提供信息和資源 Provides appropriate rewards 提供適當?shù)莫剟?13,SITUATIONAL LEADERSHIP MODELBehaviours of Leaders 情景領導的行為模式,14,彈性運用領導型態(tài),高 關 系 低,鼓勵 傾聽 詢問 解釋,工作 高 結(jié)構、組織、教導、督導,15,選擇領

9、導方式要考慮,下屬的成熟程度 他們的經(jīng)驗是否足夠？ 他們是否掌握所需技巧？ 他們辦事是否積極？ 他們是否渴望獨立行事？ 他們是否愿意承擔責任？,環(huán)境因素 時間緊迫的程度 工作復雜的程度 工作成敗帶來后果的嚴重性 組織是否鼓勵工作自由發(fā)揮,16,危 機,機 會,內(nèi)部個人因素,外部環(huán)境因素,你的管理目標：,SWOT,17,S U P E R V I S O R主管,Supervise 監(jiān)督 觀察，指揮，培訓 Understanding 理解 聽，幫助 Patient 耐心 不發(fā)火 Example 標兵 遵紀，準時，外表精干 Respect 尊敬 相互尊重,Versatile 多面手 解決難題 In

10、itiative 主動性 自發(fā)做 Strict 嚴格 紀律約束 Objective 客觀 不攙雜私人感情 Recognize 認可 表揚，批評,18,講話人,編碼,接受反饋,傳遞,聽話人,給予反饋,解碼,有效溝通：發(fā)出信息接收信息,傳送者與接受者的角色不斷相互轉(zhuǎn)換。聽，說，問,19,EFFECTIVE COMMUNICATION ACTION STEPS 有效的溝通的步驟 1. OUTCOME 效果 Identify the outcome you desire 確定你想要達到的效果 2. ACUITY 敏銳 Analyse your audience 分析你的聽眾 Tailor your m

11、essage to your audience 根據(jù)你聽眾的情況對內(nèi)容進行篩選 Present the main point of your message 陳述重點 3. FLEXIBILITY 靈活 Continually check your audiences reaction 持續(xù)檢查聽眾的反應 Seek feedback 收集反饋意見,20,Professionals and managers spend up to 40% of their day listening 專業(yè)人士和管理人員每天在 “傾聽”上要占用40%的工作時間 Average listening effectiv

12、eness is only 25% 平均的傾聽有效率只有：25% The average speaker talks at a rate of 125 -150words a minute, while most people can listen at a rate of 500 words per minute. That leaves us with a lot of free time! 說話的頻率在每分鐘125-150個字,但聽話的頻率卻是每分鐘500個字 People misinterpret 40 - 60% of what they hear 在表達過程中40%-60%的信息被

13、聽話人曲解 Managers must send their message three times to be understood 管理人員必須重復三次才能使所要表達的意思被正確理解 To become a better listener, practice! 要成為好的傾聽者,只有不斷的練習!,21,38% 聲音,55% 視覺,ELEMENTS OF COMMUNICAITON溝通的要素,7%語言,7% 你 在 說 什 么 38% 你 是 怎 么 說 的 55% 你 的 身 體 語 言,22,ACTIVE LISTENING TECHNIQUES 有效的傾聽技巧 ACKNOWLEDGIN

14、G 獲取信息 RESTATING 重述 REFLECTING 思考 QUESTIONING 提問 SUMMARISING 總結(jié),23,THE META MODEL Language may be watered down by the process of 語言會因為以下原因降低說服力: Deletion 在表達過程中的刪減 Generalizations 籠統(tǒng)的概括 Distortion 曲解說話者的意思,24,HANDLING EMOTIONALCOMMUNICATION 如何進行情感上的溝通,Remain Calm 保持冷靜 Acknowledge 認同 Restate thoughts

15、重述員工想法 Reflect employees feelings考慮員工的感受 Show understanding 表示理解 Suspend judgement 不要馬上做出判斷 Probe to gain a full understanding of the problem 仔細調(diào)查，充分了解問題情況 Reach agreement on the definition of the problem 對問題的定義達成共識 Encourage employee to suggest solutions 鼓勵員工想出其他的解決方案,25,THE FOUR BASIC POSTURAL POS

16、ITIONS 四種常見的姿勢 1.APPROACH 靠近 forward-looking 身體前傾 Eager 渴望 Attentive 關注 2.EXPANSION 擴張 Straight 直接的 Erect挺直的 3.WITHDRAWAL 防御 turned away 拒絕 holds back阻擋 Defensive 防衛(wèi) 4.CONTRACTION 退縮 drawn into self head bowed 低頭,26,Brainstorming頭腦風暴法,Everyone must be involved每個人都必須參與 Call out ideas to scribe快速記錄每一個

17、點子 Build on ideas在提出的點子的基礎上進一步發(fā)揮 No idea is too trivial or silly沒有微不足道或愚蠢的點子 There is no criticism nor judgment on any idea對于提出的點子不做批評或判斷 Get as many ideas as possible in the time盡可能在規(guī)定的時間內(nèi)獲得更多的點子 Objective: solve problems and enjoy doing it!目標：解決問題，并且享受整個過程,27,ACTION STEPS TO RECOGNISING CUSTOMER F

18、OCUSED PERFORMANCE 認知關注客人的行為表現(xiàn)之行動步驟,Praise people immediately 及時表揚 Tell them exactly what they did right - be specific 告訴員工哪里做的正確-具體 Tell them how you feel about it 告訴員工你的感受 Pause暫停 Encourage more of the same 鼓勵更多好的行為 If appropriate shake hands or touch in a way that communicates support 可以通過握手及接觸等方

19、式來傳達你對員工的支持,28,COACHING TO IMPROVE PERFORMANCE Action Steps提高表現(xiàn)的教導步驟,COACHING IS AN ON-GOING PROCESS OF WORKING WITH EMPLOYEES TO HELP THEM IMPROVE THEIR PERFORMANCE 教導是幫助員工提高他們工作表現(xiàn)的一個持續(xù)不斷的過程,ORGANISE your observations and plan for the meeting 組織歸納你的觀察并計劃教導培訓 STATE the development or performance top

20、ic clearly when you begin the discussion在討論時清楚的表達員工發(fā)展或員工表現(xiàn)的議題。 ASK for the employees ideas. Listen actively征求員工意見認真傾聽，主動傾聽 EXPLORE the development or performance issue jointly共同商討發(fā)展或表現(xiàn)的問題 REACH agreement and have employee confirm an action plan與員工達成共識，確定行動計劃 SET a follow-up meeting and encourage the

21、 employee 安排一次跟進會議來激勵員工,29,CORRECTIVE DISCIPLINE Action Steps 糾正性紀律 步驟,Determine the facts 了解實情 Clearly state your case. Be specific 清楚具體的闡述你的理由。 3Ask employee to state their version 讓員工闡明情況 4.Explore together why the situations cannot be allowed to continue 一起探討違紀行為不允許繼續(xù)的原因 5. Ask the employee to c

22、ome up with the solution and agree on guidelines for the solutions 向員工征求解決方案并達成共識 6.If appropriate issue a warning including agreed action and review date 如果合適，給出警告單，包括已達成共識的行動方案及回顧日期 7.Express confidence that they will correct their performance 表現(xiàn)出對員工的信心，相信他們能夠做的更好,30,DELEGATION 任務下放,Delegation inv

23、olves giving a person more than a job to do, it means giving that person the responsibility for doing that job and the authority to do it. 任務下放不僅僅是給員工分配一項工作，同時敢將責任及權力下放給員工 (You, as Supervisors, retain the accountability or ultimate responsibility - and therefore must retain the right of control) 你作為

24、主管，仍要承擔最后的責任，因此必須保持著控制權。,31,VICIOUS CIRCLE 惡性循環(huán),UNTRAINED STAFF 未經(jīng)培訓的員工,COMPLETION OF TASKS TAKES LONGER 任務完成時間過長,DO IT YOURSELF 不得不自己動手,LACK OF TIME TO TRAIN 缺少培訓時間,32,DELEGATION ACTION STEPS 任務下放的行動步驟,Decide what to delegate and to whom 確定將任務委托給誰？ Discuss task and results required, seek agreement

25、探討任務內(nèi)容和所要求的結(jié)果，達成共識。 Define authority and responsibility 限定任務下放的權力范圍和應履行的責任 Provide resources and training提供資源及培訓 Agree on target date 確定任務完成的具體日期 Establish controls 制定控制措施 Monitor progress, coach, support and praise全程監(jiān)督，教導，給予支持并適時表揚,33,EMPOWERING ACTION STEPS 授權的行動步驟,Communicate a vision of service

26、傳達我們的服務理念 Ask for the employees reaction or ideas了解員工的反應及想法 Listen and be responsive to employee input 認真聽取員工所提供有價值的建議和意見 Provide information, tools and training required to prepare the employee to accept empowerment 為授權員工提供信息，工具和培訓等幫助 Delegate, let go of control 任務下放，但必須能控制 Demonstrate confidence i

27、n the employees competence對員工的能力表現(xiàn)出信心 Recognise customer focused performance 對顧客至上的表現(xiàn)表示認同,34,Standard標準,Brand Standard品牌標準 Hotel Standard酒店標準 Operation Standard運作標準 Service Standard服務標準 Product Standard產(chǎn)品標準,35,CHARACTERISTICS OF WELL-WRITTEN STANDARDS 好標準的特點 Easily understood 容易理解 Describe detailed

28、interpersonal behaviours 詳細描述人際行為 Indicate completeness 描述完整 Can be achieved consistently隨著時間推進，仍然能保持不變。 Address timeliness as it relates to customer expectations 根據(jù)顧客要求制定限期 Meet or exceed customers expectations 達到或超出客人期望 Include action verbs (hear, see, feel, taste etc.) 包括行為動詞（聽，看，感覺，嘗等） Answer the question, How do I know when Ive done it correctly?“ 回答此問題