领导力与沟通
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• Structures 工作规划 • Controls 控制 • Supervises closely及时监督 • Evaluates 评估
•Praises 赞扬 •Explains why 解释原 因 •Asks for opinions 征 求意见 •Listens 耐心倾听 •Encourages 给予鼓励 •Reassures 使员工获 得信心
PEOPLE员工
POINTS OF ACTION 行动要点
7
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
9
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
未来的美好蓝图.
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
3
THE BASIC PRINCIPLES OF SERVICE LEADERSHIP: 领导技能的基本原则
1.COMMUNICATE our vision of a customerfocused 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
About Relevant Subjects 涉及相关的主题
Asking & Answering Questions
采用提问/回答的方式
8
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
LEADERS do the right things MANAGERS do things right 经 领导人做正确的(该做的)事情 理人把事情做到准确无误
LEADERS get others to want MANAGERS get others to do to do 领导人可以令其他人很乐 经理人要求其他人去做 意的去做
CUSTOMER NEEDS
内部顾客的需求是什么？
T RSMRD
REUOE
I
ACP T SR
I
OP
I
PE
NGOV EC
I
NRAC
T
N
I
TTT
I
GT
I
O
I
O
N
O
N
N
培训、认可、支持、激励、尊重、指导 6
THE 4 P’S OF TEAMBRIEFING 班组会4P结构
PROGRESS工作进展
POLICY / PLANS政策/计划
10
COACHING LEADERSHIP The Leader 教导型领导
Baidu Nhomakorabea
DIRECTS 指导
AND SUPPORTS 支持
• 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
LEADERS have followers 领导人有追随者支持
MANAGERS have subordinates 经理人有部属
LEADERS create a vision of a MANAGERS make the most of
desired future 领导人会设计出 what exists经理人将现有的做
☺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
5
DETERMINE AND RESPOND TO INTERNAL
11
SUPPORTING LEADERSHIP
支持型领导
• Praises 赞扬 • Reassures 使员工得到信心 • Encourages 鼓励 • Asks for ideas and opinions 征求意见和建议 • Listens 耐心倾听 • Involves follower in goal setting 鼓励员工 参
领导力与沟通
1
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
2
LEADERS AND MANAGERS 领导和管理人员的区别
与目标的设定
• Involves follower in evaluation 要求员工参与 评估
• Involves follower in problem-solving 鼓励员工 参与问题的解决
4.BUILD positive relationships建立良好的关系
4
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
•Praises 赞扬 •Explains why 解释原 因 •Asks for opinions 征 求意见 •Listens 耐心倾听 •Encourages 给予鼓励 •Reassures 使员工获 得信心
PEOPLE员工
POINTS OF ACTION 行动要点
7
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
9
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
未来的美好蓝图.
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
3
THE BASIC PRINCIPLES OF SERVICE LEADERSHIP: 领导技能的基本原则
1.COMMUNICATE our vision of a customerfocused 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
About Relevant Subjects 涉及相关的主题
Asking & Answering Questions
采用提问/回答的方式
8
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
LEADERS do the right things MANAGERS do things right 经 领导人做正确的(该做的)事情 理人把事情做到准确无误
LEADERS get others to want MANAGERS get others to do to do 领导人可以令其他人很乐 经理人要求其他人去做 意的去做
CUSTOMER NEEDS
内部顾客的需求是什么？
T RSMRD
REUOE
I
ACP T SR
I
OP
I
PE
NGOV EC
I
NRAC
T
N
I
TTT
I
GT
I
O
I
O
N
O
N
N
培训、认可、支持、激励、尊重、指导 6
THE 4 P’S OF TEAMBRIEFING 班组会4P结构
PROGRESS工作进展
POLICY / PLANS政策/计划
10
COACHING LEADERSHIP The Leader 教导型领导
Baidu Nhomakorabea
DIRECTS 指导
AND SUPPORTS 支持
• 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
LEADERS have followers 领导人有追随者支持
MANAGERS have subordinates 经理人有部属
LEADERS create a vision of a MANAGERS make the most of
desired future 领导人会设计出 what exists经理人将现有的做
☺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
5
DETERMINE AND RESPOND TO INTERNAL
11
SUPPORTING LEADERSHIP
支持型领导
• Praises 赞扬 • Reassures 使员工得到信心 • Encourages 鼓励 • Asks for ideas and opinions 征求意见和建议 • Listens 耐心倾听 • Involves follower in goal setting 鼓励员工 参
领导力与沟通
1
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
2
LEADERS AND MANAGERS 领导和管理人员的区别
与目标的设定
• Involves follower in evaluation 要求员工参与 评估
• Involves follower in problem-solving 鼓励员工 参与问题的解决
4.BUILD positive relationships建立良好的关系
4
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