reflective paper 7 - 9 pages long (NOT a book review)
Lucyya
Lecture10LDRS300-HP..pptxLecture #10
TWU LDRS 300: Leadership as service
Last Unit #9
A quick Review
A Service Culture comes from engaging in Vision, Mission & Values
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Align your business around a Customer-Focused Culture
Alignment in 5 Key Areas:
#1 Goals
#2 Hiring
#3 Training
#4 Empowerment
#5 Leadership
#1
Goals
5 Key areas to align your business to a Customer Service Culture.
S.M.A.R.T. Goals
#2 Hiring
5 Key areas to align your business to a Customer Service Culture.
Hiring and Engaging employees with your service culture
Video hyperlinked to picture.
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5 Key areas to align a Company to a Customer Service Culture. #3 - Training
Employees should know what the Service Vision is and be able to explain how it applies to them and the work they undertake.
Many companies however fail to provide employees with specific training on how to embody the culture.
Training needs to be ongoing, evolving and relevant to the Service Vision of the organization.
#1. goals
#4
Empowerment
5 Key areas to align your business to a Customer Service Culture.
1. Give employees the right authority. (Not all the authority)
2. Everyone knows what the vision is and how it applies to them.
3. Create a service culture of shared authority and empowerment.
Wilkes (1998) - E.Q.U.I.P.
Encourage
Qualify
Understand
Instruct
Pray – The farmer plants seeds but it’s
God who makes the plants grow.
(1 Corinthians 3: 6-9 & Mark 4: 26-29)
4. Coaching and mentoring of all staff
at all levels builds trust and
collaboration which are key
ingredients to being empowered.
“Performance Coaching” (Blanchard,
et,al., 2016, pp. 167-172)
#4 How do we empower people?
E – encourage
Q – qualify
U – understand their needs
I – instruct them
P – pray for them, invest yourself into their success yet understand that it is God who makes it all succeed.
This keeps the leader humble knowing the success or failure is all in God’s control, not the leader’s.
Performance Coaching – make a plan / day to day monitoring / evaluations.
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Power & empowerment
I know what you are thinking.
“If a leader shares
POWER.
They will loose control of the
Company.”
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Power & empowerment
click on picture to watch the video
When a leader is able to empower employees, massive growth and progress can be made. In this video, Stephanie Mead explains how empowerment can be an asset or an anchor and how to use empowerment to work toward a shared vision.
CMOE has over 35 years of experience in the coaching and leadership development industry. We have worked with some of the top companies in the world to help them improve leadership skills and increase effectiveness. Find out how our resources will help your leaders empower employees and improve your bottom line.
CMOE
The Center for Management & Organization Effectiveness
http://www.cmoe.com
If you want to find out more about our Coaching workshops and training events start here: http://www.cmoe.com/coachingskills.htm
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Power & empowerment
Power is needed to function and be successful.
The desire for power runs deep in our human nature. We all want to control everything and have all the power.
Being informed of what Empowerment is and Understanding the benefits of Empowerment we as leaders can change our Attitude towards empowering employees.
This will hopefully cause a change in Behavior and allow us to E.Q.U.I.P. employees to succeed.
Resulting in a change in the Cultural Norms of the Organization by having employees who are empowered to do the work they have been tasked to perform.
When a leader empowers employees, massive growth and progress can be made.
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#1. goals
5 Key areas to align your business to a
Customer Service Culture
#5
Leadership
“Leadership is an essential element of creating a customer-focused culture. It provides staff with direction, guidance and inspiration” (Toister, 2017, p. 143).
What do Leaders do??? . . .
Model and Communicate the Service Culture of the company.
Set the pace of the organization, teams and strategies.
Embody the Values of the company. Giving guidance where needed and celebrating successes.
#5. leadership
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Simon Sinek: HOW TO BE A LEADER
click on picture to watch the video
Servant Leaders choose to lead others through:
Being good at helping those around them.
Realizing the problem begins with them.
Taking credit and being accountable.
Ask for help and being the last to speak.
Having a Clear Vision of a world that does not yet exist.
Inspire others by articulating the Vision.
Providing a safe environment where people can love what they do.
Care more about people’s lives, joy, skills and priorities than the $$ bottom line $$. Short term pain – Long term gain.
View to the 20-minute mark in class.
In this in-depth talk, ethnographer and leadership expert Simon Sinek reveals the hidden dynamics that inspire leadership and trust. In biological terms, leaders get the first pick of food and other spoils, but at a cost. When danger is present, the group expects the leader to mitigate all threats even at the expense of their personal well-being. Understanding this deep-seated expectation is the key difference between someone who is just an "authority" versus a true "leader."
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It is up to you!
----- Meeting Notes (20-05-25 15:25) -----
Learn to ENJOY YOURSELF!.
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1. Create a world where people feel loved and accepted.
2. Remember Nobody can spoil my day without my permission.
3. Have A welcoming mindset where the relationship is not merely employee & customer but host & guest.
4. It starts with welcoming yourself when you get up each morning. Be kind to yourself.
Treat yourself like you would want others to treat you – respect, honor, friendship, laughter, love.
As you work on both your Group Project and Individual Synopsis Paper, keep these thoughts and questions in mind.
Culture impacts how the company you are researching and your Class Group work, think, and feel.
Does the culture line up with their/your Values, Mission, and Vision?
If they do. GREAT!
How do you know?
In what ways is it evident?
If they do not.
Where do you see them not lining up.
What changes do see need to be made so they will line up?
Wrapping it all up
Make sure all your assignments are in for the course.
Unit #11 is Group Project Presentation Day.
Unit #12
Leadership As Service Reflection Paper is due.
Individual Synopsis and Evaluation Paper is due.
The Final 2 Units
Have the Group Project Guidelines document open to review with the class.
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Today’s blessing
Pray for groups to work together well and each member lives out what it means to be a servant leader.
Pray for health, safety, strength and perseverance as the complete their assignments for all their classes.
May they experience an awareness of God’s presence all around them.
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