国际五星级酒店领导力培训.ppt

BASIC PRINCIPLES OF SERVICE LEADERSHIP服务中的领导艺术的基本原则 Course Objective 章节目标: By the end of this session you will be able to 在本章节结束时，您将能够: State how the “Customers Come First” philosophy influences the way supervisors lead their teams 陈述“顾客第一”的服务哲学是如何影响主管们领导其团队的 List the four basic principles of Service Leadership and explain how they can be used 列出服务中的领导艺术的四个基本原则并解释如何运用它们 Demonstrate the use of practical techniques that Leaders can use with their team in the work place 示范领导者可以在工作岗位中用于其团队的实用技巧 LEADERS 领导者 ?CHALLENGE?挑战 ?INSPIRE?鼓舞 ?ENABLE?赋能 ?EMPOWER授权 ?MODEL模范 ?ENCOURAGE鼓励 ?COMMUNICATE交流 ? A VISION远景 ? ?COLLABORATE合作 ?PROMOTE 促进 ? PROMOTE TEAMWORK团队 MANAGERS 经理 ??Maintain Order 保持有序 ? Establish Improve Efficiency 建立并提高效率 ?Organise 组织 ?Establish Procedures 建立程序 ? ?Measure 衡量 ?Control控制 ?Evaluate评估 ?Provide Stability 提供稳定性 ?Control Costs控制成本 ? “LEADERSHIP IS AN INFLUENCING PROCESS ?IT IS ABOUT GETTING THINGS DONE THROUGH OTHERS” 领导工作是一个有影响的过程，通过其他人的工作去完成任务 LEADERS AND MANAGERS领导与经理的区别 LEADERS do the right things 领导做正确的事 LEADERS get others to want to do 领导使他人有意愿去做事 LEADERS have followers 领导有追随者 LEADERS create a vision of a desired future 领导创造令人渴望的未来远景 LEADERS help people to be all that they can 领导帮助人们成就他们的理想 LEADERS AND MANAGERS领导与经理的区别 THE BASIC PRINCIPLES - LEADERSHIP基本原则 - 领导艺术 COMMUNICATE our vision of a customer-focused workplace 在关注顾客的工作场所沟通我们的愿景 DETERMINE and respond to internal customer needs 确定并回应内部顾客的要求 ESTABLISH a climate for open communication 创造开放的交流气氛 BUILD positive relationships 建立积极的关系 ? THE BASIC PRINCIPLES -