领导跟管理人员.pptVIP

Service Leadership Handout “LEADERSHIP IS AN INFLUENCING PROCESS。IT IS ABOUT GETTING THINGS DONE THROUGH OTHERS”领导是影响的过程，是通过发动其他人来完成工作 LEADERS AND MANAGERS领导和管理人员的区别 1.COMMUNICATE our vision of a customer-focused workplace传达我们的服务理念---顾客至上. ?2. DETERMINE and respond to internal customer needs. 确定并回应内部顾客的需求3.ESTABLISH a climate for open communication创造一个开放式的沟通环境4.BUILD positive relationships建立良好的关系 DETERMINE AND RESPOND TO INTERNAL CUSTOMER NEEDS内部顾客的需求是什么？ THE 4 P’S OF TEAMBRIEFING 班组会4P结构 ? PROGRESS工作进展 ? POLICY / PLANS政策/计划? PEOPLE员工 ? POINTS OF ACTION 行动要点 KEY CHARACTERIST