领导和管理人员.pptxVIP

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 do the right things 领导人做正确的(该做的)事情MANAGERS do things right 经理人把事情做到准确无误LEADERS AND MANAGERS领导和管理人员的区别LEADERS get others to want to do 领导人可以令其他人很乐意的去做MANAGERS get others to do 经理人要求其他人去做LEADERS have followers领导人有追随者支持MANAGERS have sub-ordinates 经理人有部属LEADERS create a vision of a desired future 领导人会设计出未来的美好蓝图.MANAGERS make the most of what exists经理人将现有的做到最好LEADERS help people to be all that they can领导人会帮助你挖掘潜力MANAGERS analyse and seek improvement经理人员分析并寻求提高?THE BASIC PRINCIPLES OF SERVICE LEADERSHIP:领导技能的基本原则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CUSTOMERS COME FIRST VALUES顾客至上理念?Customer focus 以客人为中心?Involvement empowerment of every member of staff让所有员工参与，并授权他们?Communication 沟通?Innovation 改革创新?Continuous quality improvement 不断地提高质量?Cost effectiveness / profitability 有效的成本/营利TRSMRDREUOEIACPTSRIOPIPENGOVECINRACTNITTTIGT?I?O?I?O?N?O?N???N????DETERMINE AND RESPOND TO INTERNAL CUSTOMER NEEDS内部顾客的需求是什么？ 培训、认可、支持、激励、尊重、指导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?GOLDEN RULES For Team Briefing班组会的黄金法则?Face to Face面对面?In Small Teams小组模式By the Team Leader团队领导主持?On A Regular Basis建立在常规的基础上?About Relevant Subjects涉及相关的主题?Asking Answering Questions采用提问/回答的方式 KEY CHARACTERISTICS OF LEADER领导人的主要品质 Honesty 诚实 Competence 有能力 Forward-Looking 有远见 Inspiration 鼓舞人心 Credibility 值得信赖DIRECTING LEADERSHIP指导型领导Demonstrates 演示Explains how 解释原因Sets goals 设定目标Organizes the work in advance 提前组织好工作Structures 思路清晰, 有序安排工作Controls 控制Supervises closely 及时监督Evaluates 评估COACHING LEADERSHIP The Leader 教导型领导DIRECTS 指导? Demonstrates 演示? Explains how 解释原因? Sets goals 设定目标? Organises the work in advance 预先组织工作? Structures