reflective paper 7 - 9 pages long (NOT a book review)
Lucyya
Lecture9LDRS300-HP.pptxLDRS 300: Leadership as Service
Lecture #9
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Review + It’s up to you!
Alignment to the Vision.
Setting Goals.
Hiring and Training Employees.
Unit #9
Todays Agenda
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Last Week.
A Quick Review
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A heart to serve; Building a Customer Focused Culture.
As servant leaders we need to be constantly moving ourselves and those we influence to how best to serve others.
Those who follow us.
Those who we follow.
Those with whom we have influence.
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Iceberg Model
Edgar Schein’s Model
Culture Defined
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A Service Culture comes from Vision, Mission & Values
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Who Do You Identify With In The Story Of The Good Samaritan?
The Priest? – Was too important to stop and help.
The Levite? – Was too busy to stop and help.
The Good Samaritan? – Saw the need and did whatever he could to help.
The wounded man? – Found himself in a desperate place in need of help.
The Audience who heard the story? – Part of a group who have heard and are being exposed to a different way of living life.
The Story Teller? – Someone who has a message and has a huge burden or responsibility to get the message out to people.
We are at different times in our lives each one of these people.
But we have choice to decide who we will become.
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We, individually, always have a choice how we will show up in whatever work, school or social environment we find ourselves in.
So what kind of culture will you create when it comes to serving others?
Ted x Talk – Maastricht 2011
Jan Gunnarsson is a hospitality industry veteran from Sweden who exhibits a refreshing take upon customer service and leadership.
Jan believes customer service is not primarily about strategies and tactics but about the attitude we bring.
Jan talks about how the heart of a business is an attitude of yourself.
Hostmanship is the book he wrote with Olle Blohm.
Hostmanship really is about giving.
It's about sharing a part of yourself and your knowledge.
It’s about treating others as you yourself would want to be treated and remembering that no one can make that decision for you – how you show up each day is your choice.
More than service… practice Hostmanship. – click on picture to watch the video.
We All Have The Choice To,,,
1. Create a world where people feel loved and accepted.
We All Have The Choice To,,,
1. Create a world where people feel loved and accepted.
2. Remember Nobody can spoil my day without my permission.
We All Have The Choice To,,,
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.
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.
How Does One Live Being Kind and Respectful to Oneself and Others?
Exalting God Only
Thinking of others first
Practicing the Being Habits
Practice the Doing Habits
Being Habits
Accept & Abide in God’s Love
Solitude
Reading the Bible
Prayer
Being in Community
Doing Habits
Obeying God & Express His love.
Encouragement
Forgiveness
Grace
Doing Community
Understanding self and others
Love Languages
Listening
Empathy
Healing
Awareness
Build Community
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In order to effectively build a Service Culture it is up to the Leadership to create the environment.
A Servant Leader is someone who is learning to apply the Habits of someone who is Exalting God Only.
By doing this the servant becomes aware of others and understands self in the proper way.
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Jeff Toister (2017) has developed this simple Customer Service Alignment Assessment to help organizations test their alignment to make sure they are ready and willing to have a great customer service vision.
Customer Service Alignment Survey. In Moodle – LDRS 300 Class Resources.
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Aligning a Company to a Customer-Focused Culture
Requires Attention to
5 Key Areas:
#1 - Goals
#2 - Hiring
#3 - Training
#4 - Empowerment
#5 - Leadership
#1 -
Goals
5 Key Areas:
Goals: set goals that drive your culture
Make sure the goals align with Vision & Mission.
Know what motivates people and it’s not necessarily money.
Remember your VALUES.
Goals: set goals that drive your culture
Make sure the goals align with Vision & Mission.
Know what motivates people and it’s not necessarily money.
Remember VALUES.
What makes a good goal?
Try evaluating your team's customer service goals against the good goal criteria:
Do they focus attention on customer service?
Do they reward teamwork?
Do they rely on intrinsic motivation?
Create S.M.A.R.T. GOALS
Make your goal state a specific target or topic.
‘KISS’
Keep
It
Stupidly
Simple
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Put in ways of tracking the success of what you are trying to achieve:
Surveys or assessments which are daily, weekly, monthly, quarterly, bi-annual, or yearly checks.
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S.M.A.R.T. Goals
#2. hiring
3 SMART Goal Examples – click on picture to watch the video.
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Smart Goals Worksheet
Jeff Toister (2017) has developed this simple SMART goals worksheet to help organizations, teams and individuals develop smart goals to help them achieve their great customer service vision.
#2 – Hiring
5 Key areas to align a Company to a
Customer Service Culture.
Hiring and Engaging employees with your service culture. – click on picture to watch the video.
Video hyperlinked to picture.
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Hired the wrong people – not a good fit, not interested in service culture.
Not everyone knows or understands the Service Culture Vision.
Staff are unclear about how to carry out the Service Culture Vision.
Different departments have different goals and are not seeing the overall picture of what the organization is trying to accomplish.
How are business & culture become misaligned?
This an example of what happens when business and service culture are aligned.
– click on picture to watch the video.
Video hyperlinked to picture.
An example of when business and service culture are aligned.
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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.
– click on picture to watch the video. Work Stories Jeff Toister Learning from early failure
Jeff Toister (2017) in Chapter 8 has a step by step framework any organization can use to create their own customer service training plan.
Keep in mind however that any training undertaken needs to have these three components:
Clear objectives
An instructional plan
Reinforcement
(Performance Coaching)
Performance coaching; Performance Plan – Day to day coaching – Performance Evaluations
Video hyperlinked into picture.
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To be continued,,,,,,,
In Lecture #10
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An Apache Blessing.
Today’s Blessing.
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An Apache Blessing
May the sun bring you new energy by day,
May the moon softly restore you by night,
May the rain wash away your worries,
May the breeze blow new strength to your being,
May you walk gently through the world and know beauty all the days of your life.
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I am always impressed how God’s good blessings are recognized in all cultures.
God’s goodness and love is all around us, all we need to do is to stop and take the time to appreciate them.
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Breakout Groups for remainder of the class.
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