酒店培训3.pptVIP

DELEGATION 委任 Delegation involves 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. 委任是指不仅仅给予某人某项工作去做，还意味着要给予此人做此工作的责任和权力． SYNDICATE EXERCISE 小组练习 What are the benefits of Delegation to 委任对哪一方有好处: a.The Supervisor 主管 / Leader 领导 b.The Employee 员工 VICIOUS CIRCLE 恶性循环 DELEGATION ACTION STEPS 委任的步骤 Decide what to delegate and to whom 决定委任什么，委任给谁 Discuss task and results required, seek agreement 讨论任务与需要达到的结果，寻求一致 Define authority and responsibility 划分权力与责任 Provide resources and training 提供资源与培训 Agree on target date 确定完成日期 Establish controls 进行控制 Monitor progress, coach, support and praise 监督进程，给予指导，支持与表扬 SYNDICATE EXERCISE 小组练习 What are the benefits of Empowering employees for 授权给以下双方带来的好处与风险分别是什么： The Supervisor 主管/ Leader 领导 The Employee员工 What are the risks of Empowering employees for 授权给以下双方带来的好处与风险分别是什么： The Supervisor 主管/ Leader 领导 The Employee员工 EMPOWERING ACTION STEP 授权的步骤  Communicate a vision of service 沟通服务的理念 Ask for the employee‘s reaction or ideas 询问员工的反应或想法 Listen and be responsive to employee input 倾听并回应员工的话语 Provide information, tools and training required to prepare the employee to accept empowerment 提供所需的信息，工具及培训，为员工接受授权做准备 Delegate, let go of control 在控制下进行授权 Demonstrate confidence in the employee‘s competence 对员工的能力表示出信心 Recognise customer focused performance 表扬关注顾客的表现 DELEGATION AND EMPOWERMENT 委任与授权 By the end of this session you will be able to 在本章节结束时，您将能够: Define Delegation and Empowerment and explain the differences between them