Service Leadership Handout“LEADERSHIPIS AN INFLUENCINGPROCESS 。ITIS ABOUT GETTING THINGS DONETHROUGH 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 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 get others to wantto 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 adesired future 领导人会设计出未来的美好蓝图.MANAGERS make the most ofwhat exists经理人将现有的做到最好 LEADERS help people to beall that they can领导人会帮助你挖掘潜力 MANAGERS analyse and seekimprovement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-顾客至际2.DETERMINE and respond to internalcustomer needs. 确定并回应内部顾客的需求3.ESTABLISH a climate for opencommunication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lnvolvement & empowerment of everymember of staff让所有员工参与，并授权他们Ccommunication 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 4DETERMINE AND RESPOND TO INTERNALCUSTOMER NEEDS 内部顾客的需求是什么?T R S M R DR E U O E 1A C P T S R1 O P 1 P EN G O V E C1 N R A C TN 1 T T T 1G T 1 O1 O NO NN 培训、认可、支持、激励、尊重、指导THE4P S OF TEAMBRIEFING班组会4P结构PROGRESS工作进展POLICY7 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Bythe 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 AND SUPPORTS 支持。 Demonstrates 演示 。Praises 赞扬。 Explains how 解释原因 。*Explains why 解释原。 Sets goals 设定目标 因 加。Organises the work in “Asks for opinions 征advance 预先组织工作 于间 吉避司丁 *Listens 耐心E ee 。Encourages 给予鼓励。 Supervises closely及时监督 人 使员工获Evaluates 评估