授權(quán)培訓課件

WhatshapesagoodLeader?

一個好領(lǐng)導所具備的品質(zhì)?The“hero”inyourmemory,whoandwhy?你心目中的“英雄”，誰？為什么？Let’sthinkanddiscuss(3minutes)andshareyourstorywithothers.讓我們花3分鐘來思考討論一下，然后和大家一起分享一下你們的故事。1WhatshapesagoodLeader?

一個好EMPOWERMENT:

THECARINGCHOICE

授權(quán)課程TheCaseofthe“Silent“E”DoubletreeLearningProgram2EMPOWERMENT:

THECARINGCHOI

PleasewriteaOneSentenceDefinitionof

EMPOWERMENT

請寫下一段你對“授權(quán)”的理解

3

PleasewriteaOneSentenceDWhatEmpowermentisandisnot?

授權(quán)是什么？不是什么？ResponsibilityandOwnership.責任感和主人翁感Workingindependentlytowardscommonobjectives.朝一個共同的目標獨立工作Anearnedprivilege.一個贏得的特權(quán)Throwingouttherulebook.把所有規(guī)矩扔到一邊Bypassingeveryonewhowillsay“No”.繞過所有說“不”的人Doingthe“FunParts”ofsomeoneelse’sjob.把好做的工作留給自己Freedomtounilaterallymakedecisionsthatimpactothers擅自單方面作出影響他人的決定。4WhatEmpowermentisandisnotCARINGDefinitionofEmpowerment

授權(quán)在關(guān)愛文化下的注解“Processofincreasingthecompetence&confidenceofindividualsandteamstomakeCARINGchoicesresultingindesiredoutcomes.”“一個增進個人和團隊自信心和能力，作出符合關(guān)愛文化的決定，并引導至積極的結(jié)果的過程5CARINGDefinitionofEmpowermeStagesofEmpowerment

授權(quán)的階段STAGEONE:Atstageone,themanagermakesthedecisionsandinformstheteam.Thismayseembasicandobviousbut,alltoooften,managersoperateonapre-stageonelevel-theymaketheirdecisionsanddonotbothertoinformtheteam.Ex:Makingdecisionsinacloseddoormeetingandanemailormemoissent.第一階段：領(lǐng)導層自己做出決定，并告知團隊。這個看似很簡單，但是，這個是個很原始的管理方式，領(lǐng)導有時候甚至自己做決定，不告知員工。比如：在一個封閉的會議里作出決定，然后通過郵件或是備忘錄告知大家。STAGEONESTAGETWO:

Herethemanageraskstheteamforsuggestions,makesthedecisionsbasedonthosesuggestionsandinformstheteam.Ex:GathersCARECommitteeidea’sbutthedecisionisultimatelymadelaterinanofficeorexeccommitteemeeting.第二階段：領(lǐng)導層問員工的意見，根據(jù)這些意見自己做出決定并通知員工。比如：匯總關(guān)愛委員會的意見但是決定是稍后由領(lǐng)導作出或由領(lǐng)導層會議作出。STAGETWOSTAGETHREE:Themanagerandtheteamdiscussthesituationatlength,managementasksforproposalsandinputfromtheteam(whichmayormaynotbeadopted),makesthedecisionsandinformstheteam.Ex:GMasksteamstobepreparedtocometoameetingwithawellthoughtoutproposalofhowtoimproveSALTScores.ThissamemodelisusedduringdepartmentmeetingwithlinelevelTeamMembers.第三階段：領(lǐng)導層和團隊一起仔細商量，領(lǐng)導問團隊的建議（可能采納也可能不采納），領(lǐng)導做出決定并告知團隊。比如：總經(jīng)理讓大家在參加會議前準備好怎么樣提高SALT分數(shù)的建議。STAGETHREESTAGEFOUR:Thisstagecontinuesbuildingonthisrelationshipand,atthispoint,thedecisionsaremadecooperativelybetweenmanagementandtheteam.Ex:NowtheteamcollectivelyreviewsalltheproposalsandchoosestheCARINGchoice第四階段：這個階段也是建立在信任之上。管理層和員工會一起商量并作出決定。比如說：大家一起回顧所有的建議，并作出符合關(guān)愛文化的選擇。STAGEFOURSTAGEFIVE:Instagefive,themanagerdelegatesthedecisionmakingtotheteam.Theteamoperatescompletelyautonomously,makingcrucialchoicesthatleadtopositiveoutcomes.第五階段：領(lǐng)導完全把決定權(quán)交給自己的隊伍。這個隊伍可以完全的自治，可以做出重要的決定并有很好的結(jié)果。STAGEFIVEATWHICHSTAGEDOESYOURTEAMCURRENTLYRESIDE?那么，你的領(lǐng)導團隊在授權(quán)的哪個階段？6StagesofEmpowerment

授權(quán)的階段STAStage5“Eutopia”ornot？

第五階段是個“烏托邦”嗎？It’salldependsonYouandyourTeam這個完全取決于你和你的團隊7Stage5“Eutopia”ornot？

第五階段WEareina________industry(我們是處于_______產(chǎn)業(yè)）Whatismostimportantinourindustry?我們這個行業(yè)中什么最重要？ServiceServiceServiceEmpowerment\Empowermentworkshop\ServiceCD(F)\MPEGAV\AVSEQ01.DATWhydoweneedEmpowerment?

我們?yōu)槭裁葱枰跈?quán)？8WEareina________industryWhydoweneedEmpowerment?

我們?yōu)槭裁葱枰跈?quán)？Pleasediscusswithyourpartnerandwritedownyouranswer…(2minutes)請同你的伙伴討論，并寫下答案9WhydoweneedEmpowerment?

我們WhydoweneedEmpowerment?

為什么我們要授權(quán)？Efficiency效率Quickservicerecovery更快的服務(wù)恢復(fù)Bettercustomerexperience更好的客戶體驗Soundleadership讓人欽佩的領(lǐng)導力Winthetrustandrespectfromemployees贏得雇員的信任和尊重Senseofownershipforemployees讓雇員具有主人翁意識Coachpersonaldevelopmentofcapability–“Peoplerisetothechallengewhenitistheirchallenge”培養(yǎng)個人的能力–“只有當一個挑戰(zhàn)是自己的挑戰(zhàn)時，人們才會勇敢地去面對它”CARECulture10WhydoweneedEmpowerment?

為什CaseStudy:TheCookie&TheOrange11CaseStudy:TheCookie&TheOrCaseStudy:Madisonarticle12CaseStudy:12CaseStudy:NordstormCulture–“InvertedPyramidCustomersSales&Support

Managers13CaseStudy:NordstormCultureGivePowerAway把權(quán)力下放“Powerisan‘expandablepie’…powerisnotazero-sumcommodity,requiringthatforotherstohavemore,theleadermusthaveless.”權(quán)力是一個可以擴大的“餡餅”…權(quán)力不代表著領(lǐng)導少一些的權(quán)利，下屬才能有多一些的權(quán)利“Youhavetogivepowerto

gainpower.”你必須下放一些權(quán)利來贏得更多的權(quán)利14GivePowerAway“Powerisan‘HowToGivePowerAway怎么樣下放權(quán)力Assignimportanttasks.分配重要任務(wù)Provideautonomyanddiscretion.提供自主決定權(quán)Givevisibilityandrecognition.給予清晰的目標和認可Helpbuildstrongrelationships.幫助建立牢固的關(guān)系。15HowToGivePowerAwayAssigniALittleGame小游戲BlowingintheWIND狂風吹勁草

BA16ALittleGameBlowingintheWITwoFundamentalElementsofEmpowerment授權(quán)的兩個基礎(chǔ)Trust信任–maybedefinedasafirmbeliefinother’sintegrity,reliability,abilityandstrength;toopenlyrelyon&haveunyieldingconfidenceintheteamaroundyou.信任也許能這樣定義：對于他人的正直，可靠，能力的堅定信任；完全信任并依靠你的團隊。Creativity創(chuàng)造力-Istheabilitytoidentifyalternativesandchoices.能發(fā)現(xiàn)不同之處并作出有創(chuàng)造力的選擇。17TwoFundamentalElementsofEmThePowerofChoiceTRUSTLeadershipBestPracticesCREATIVITYLeadershipBestPracticesEMPOWERMENT:THECARINGCHOICEForeachBestPractice,rateyourselfa1(low)to10(high)STRENGTHAREATOIMPROVE18ThePowerofChoiceForeachCARECultureToolsEachtablewillbeassignedoneoftheCULTURETOOLSandprovidedexamplesillustratinghowhotelsmaychoosetousethesetools.每個桌子上都會有一個文化工具，并有酒店如何使用這個工具的例子。ReviewyourBRANDCULTURETOOLdescription.回顧一下本酒店關(guān)于這些文化工具的說明。Evaluateeachoftheexamplesasagroupandmakeyourchoiceastowheretheybelongonthismode