授权培训课件

WhatshapesagoodLeader?

一个好领导所具备的品质?The“hero”inyourmemory,whoandwhy?你心目中的“英雄”，谁？为什么？Let’sthinkanddiscuss(3minutes)andshareyourstorywithothers.让我们花3分钟来思考讨论一下，然后和大家一起分享一下你们的故事。1WhatshapesagoodLeader?

一个好EMPOWERMENT:

THECARINGCHOICE

授权课程TheCaseofthe“Silent“E”DoubletreeLearningProgram2EMPOWERMENT:

THECARINGCHOI

PleasewriteaOneSentenceDefinitionof

EMPOWERMENT

请写下一段你对“授权”的理解

3

PleasewriteaOneSentenceDWhatEmpowermentisandisnot?

授权是什么？不是什么？ResponsibilityandOwnership.责任感和主人翁感Workingindependentlytowardscommonobjectives.朝一个共同的目标独立工作Anearnedprivilege.一个赢得的特权Throwingouttherulebook.把所有规矩扔到一边Bypassingeveryonewhowillsay“No”.绕过所有说“不”的人Doingthe“FunParts”ofsomeoneelse’sjob.把好做的工作留给自己Freedomtounilaterallymakedecisionsthatimpactothers擅自单方面作出影响他人的决定。4WhatEmpowermentisandisnotCARINGDefinitionofEmpowerment

授权在关爱文化下的注解“Processofincreasingthecompetence&confidenceofindividualsandteamstomakeCARINGchoicesresultingindesiredoutcomes.”“一个增进个人和团队自信心和能力，作出符合关爱文化的决定，并引导至积极的结果的过程5CARINGDefinitionofEmpowermeStagesofEmpowerment

授权的阶段STAGEONE:Atstageone,themanagermakesthedecisionsandinformstheteam.Thismayseembasicandobviousbut,alltoooften,managersoperateonapre-stageonelevel-theymaketheirdecisionsanddonotbothertoinformtheteam.Ex:Makingdecisionsinacloseddoormeetingandanemailormemoissent.第一阶段：领导层自己做出决定，并告知团队。这个看似很简单，但是，这个是个很原始的管理方式，领导有时候甚至自己做决定，不告知员工。比如：在一个封闭的会议里作出决定，然后通过邮件或是备忘录告知大家。STAGEONESTAGETWO:

Herethemanageraskstheteamforsuggestions,makesthedecisionsbasedonthosesuggestionsandinformstheteam.Ex:GathersCARECommitteeidea’sbutthedecisionisultimatelymadelaterinanofficeorexeccommitteemeeting.第二阶段：领导层问员工的意见，根据这些意见自己做出决定并通知员工。比如：汇总关爱委员会的意见但是决定是稍后由领导作出或由领导层会议作出。STAGETWOSTAGETHREE:Themanagerandtheteamdiscussthesituationatlength,managementasksforproposalsandinputfromtheteam(whichmayormaynotbeadopted),makesthedecisionsandinformstheteam.Ex:GMasksteamstobepreparedtocometoameetingwithawellthoughtoutproposalofhowtoimproveSALTScores.ThissamemodelisusedduringdepartmentmeetingwithlinelevelTeamMembers.第三阶段：领导层和团队一起仔细商量，领导问团队的建议（可能采纳也可能不采纳），领导做出决定并告知团队。比如：总经理让大家在参加会议前准备好怎么样提高SALT分数的建议。STAGETHREESTAGEFOUR:Thisstagecontinuesbuildingonthisrelationshipand,atthispoint,thedecisionsaremadecooperativelybetweenmanagementandtheteam.Ex:NowtheteamcollectivelyreviewsalltheproposalsandchoosestheCARINGchoice第四阶段：这个阶段也是建立在信任之上。管理层和员工会一起商量并作出决定。比如说：大家一起回顾所有的建议，并作出符合关爱文化的选择。STAGEFOURSTAGEFIVE:Instagefive,themanagerdelegatesthedecisionmakingtotheteam.Theteamoperatescompletelyautonomously,makingcrucialchoicesthatleadtopositiveoutcomes.第五阶段：领导完全把决定权交给自己的队伍。这个队伍可以完全的自治，可以做出重要的决定并有很好的结果。STAGEFIVEATWHICHSTAGEDOESYOURTEAMCURRENTLYRESIDE?那么，你的领导团队在授权的哪个阶段？6StagesofEmpowerment

授权的阶段STAStage5“Eutopia”ornot？

第五阶段是个“乌托邦”吗？It’salldependsonYouandyourTeam这个完全取决于你和你的团队7Stage5“Eutopia”ornot？

第五阶段WEareina________industry(我们是处于_______产业）Whatismostimportantinourindustry?我们这个行业中什么最重要？ServiceServiceServiceEmpowerment\Empowermentworkshop\ServiceCD(F)\MPEGAV\AVSEQ01.DATWhydoweneedEmpowerment?

我们为什么需要授权？8WEareina________industryWhydoweneedEmpowerment?

我们为什么需要授权？Pleasediscusswithyourpartnerandwritedownyouranswer…(2minutes)请同你的伙伴讨论，并写下答案9WhydoweneedEmpowerment?

我们WhydoweneedEmpowerment?

为什么我们要授权？Efficiency效率Quickservicerecovery更快的服务恢复Bettercustomerexperience更好的客户体验Soundleadership让人钦佩的领导力Winthetrustandrespectfromemployees赢得雇员的信任和尊重Senseofownershipforemployees让雇员具有主人翁意识Coachpersonaldevelopmentofcapability–“Peoplerisetothechallengewhenitistheirchallenge”培养个人的能力–“只有当一个挑战是自己的挑战时，人们才会勇敢地去面对它”CARECulture10WhydoweneedEmpowerment?

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

Managers13CaseStudy:NordstormCultureGivePowerAway把权力下放“Powerisan‘expandablepie’…powerisnotazero-sumcommodity,requiringthatforotherstohavemore,theleadermusthaveless.”权力是一个可以扩大的“馅饼”…权力不代表着领导少一些的权利，下属才能有多一些的权利“Youhavetogivepowerto

gainpower.”你必须下放一些权利来赢得更多的权利14GivePowerAway“Powerisan‘HowToGivePowerAway怎么样下放权力Assignimportanttasks.分配重要任务Provideautonomyanddiscretion.提供自主决定权Givevisibilityandrecognition.给予清晰的目标和认可Helpbuildstrongrelationships.帮助建立牢固的关系。15HowToGivePowerAwayAssigniALittleGame小游戏BlowingintheWIND狂风吹劲草

BA16ALittleGameBlowingintheWITwoFundamentalElementsofEmpowerment授权的两个基础Trust信任–maybedefinedasafirmbeliefinother’sintegrity,reliability,abilityandstrength;toopenlyrelyon&haveunyieldingconfidenceintheteamaroundyou.信任也许能这样定义：对于他人的正直，可靠，能力的坚定信任；完全信任并依靠你的团队。Creativity创造力-Istheabilitytoidentifyalternativesandchoices.能发现不同之处并作出有创造力的选择。17TwoFundamentalElementsofEmThePowerofChoiceTRUSTLeadershipBestPracticesCREATIVITYLeadershipBestPracticesEMPOWERMENT:THECARINGCHOICEForeachBestPractice,rateyourselfa1(low)to10(high)STRENGTHAREATOIMPROVE18ThePowerofChoiceForeachCARECultureToolsEachtablewillbeassignedoneoftheCULTURETOOLSandprovidedexamplesillustratinghowhotelsmaychoosetousethesetools.每个桌子上都会有一个文化工具，并有酒店如何使用这个工具的例子。ReviewyourBRANDCULTURETOOLdescription.回顾一下本酒店关于这些文化工具的说明。Evaluateeachoftheexamplesasagroupandmakeyourchoiceastowheretheybelongonthismode