情景管理.ppt

SITUATIONAL LEADERSHIPSITUATIONAL LEADERSHIP情景管理情景管理培训培训目目的的By the end of today,you will be able to.By the end of today,you will be able to.培训结束后，你将能培训结束后，你将能：1.1.State State what followers expect of leaders what followers expect of leaders 陈述追随者对领导者的期望陈述追随者对领导者的期望 2.2.Explain Explain the principles of Situational Leadership and apply the principles of Situational Leadership and apply them to hotel case studiesthem to hotel case studies 解释情境管理的原则并将其运用到酒店的实例中解释情境管理的原则并将其运用到酒店的实例中3.3.Relate the learning to your own work relationships and plan Relate the learning to your own work relationships and plan for improvementfor improvement 将将学习与自身工作相联系，并致力于改进提高学习与自身工作相联系，并致力于改进提高Objectives If leadership is all about working with people who If leadership is all about working with people who defines if a person is a successful leader?defines if a person is a successful leader?如果领导力是与人打交道的艺术，那么谁来判定一如果领导力是与人打交道的艺术，那么谁来判定一个领导者是否成功？个领导者是否成功？Group Discussion小组小组讨论讨论5 Minutes PresentationPresentationAre these the qualities or characteristics of your dreaming leader?你你心目中心目中的领导者有什么品的领导者有什么品质或特征呢？质或特征呢？KEY CHARACTERISTICS OF EFFECTIVE LEADERS有效领导者的主要特征有效领导者的主要特征有效领导者的主要特征有效领导者的主要特征Honesty&IntegrityHonesty&Integrity诚实正直诚实正直诚实正直诚实正直 CompetenceCompetence富有能力富有能力富有能力富有能力 Forward-LookingForward-Looking高瞻远瞩高瞻远瞩高瞻远瞩高瞻远瞩 InspirationalInspirational鼓舞士气鼓舞士气鼓舞士气鼓舞士气 CredibilityCredibility诚信可靠诚信可靠诚信可靠诚信可靠 SelflessnessSelflessness 无私无私无私无私奉献奉献奉献奉献WB 1 WHAT ARE THE BEHAVIORS OF LEADERS SHOWING:领导者的哪些行为体现了：领导者的哪些行为体现了：Honesty&IntegrityHonesty&Integrity诚实正直诚实正直诚实正直诚实正直 CompetenceCompetence富有能力富有能力富有能力富有能力 Forward-LookingForward-Looking高瞻远瞩高瞻远瞩高瞻远瞩高瞻远瞩 InspirationalInspirational鼓舞士气鼓舞士气鼓舞士气鼓舞士气 CredibilityCredibility诚信可靠诚信可靠诚信可靠诚信可靠 SelflessnessSelflessness 无私奉无私奉无私奉无私奉献献献献-Open communication公开的沟通-Share information 信息共享-Trust 信任-Positive relationships良好的关系-Keeping promises 信守承诺-Gives constructive feedback 给予建设性的反馈-Dont talk behind persons back.不在背后议论别人WHAT ARE THE BEHAVIOURS OF LEADERS SHOWING HONESTY&INTEGRITY?领导者的哪些行为能够体现领导者的哪些行为能够体现诚实正直诚实正直？What are the consequences of a dishonest manager?What are the consequences of a dishonest manager?不诚实的经理人会造成怎样的后果？不诚实的经理人会造成怎样的后果？Loose trust失去信任失去信任Relationships go down关系恶化关系恶化Low Motivation积极性降低积极性降低Low Productivity工作效率降低工作效率降低Change of belief system信念体系改变信念体系改变Goals not Achieved不能达成目标不能达成目标Team may Collapse团队瓦解团队瓦解WHAT DOES COMPETENCE LOOK LIKE IN THE WORKPLACE?在工作中在工作中富有能力富有能力的含义是什么？的含义是什么？-Listens to team members 倾听团队成员-Attend training 参加培训-Never stop learning 永不止步-Gives clear instructions 给予清晰的指示-Visionary 富于远见-Seek for improvement 寻找改进的机会-Make decisions 决策-Completes tasks 完成任务-Achieves results 达到结果-Minimize errors 减少错误-Knows own job 熟知本职工作-Understands the need of team 了解团队的需求-Listen倾听-Talk交谈-Observe观察-Speak on their behalf代表团队成员表达意见-Believe in continued education相信继续教育的作用-Raise issues with senior management 向高层管理人员反映问题-Represent the team at all meetings 在所有会议上代表团队成员-Able to see from teams point of view 能够站在员工的立场看问题What can you do to understand the needs of your team?如何做到了解团队成员的需求？如何做到了解团队成员的需求？Concern for Future关注未来关注未来Shares Information信息共享信息共享Ideas for future successes有助于获得成功有助于获得成功的远见卓识的远见卓识Sets future goals设定未来的目标设定未来的目标Sense of Direction方向感方向感Sets Directions确定方向确定方向Future focus未来的未来的工作重点工作重点HOW DO LEADERS DEMONSTRATE FORWARD LOOKING?领导者如何体现领导者如何体现高瞻远瞩高瞻远瞩？Enthusiastic热情热情Positive积极乐观积极乐观CommunicatesVision传达远景目标传达远景目标Energetic精力充沛精力充沛Eager渴望成功渴望成功Speaks well表达能力强表达能力强Engages Team带动团队带动团队WHAT DO INSPIRATIONAL LEADERS LOOK LIKE?鼓舞士气鼓舞士气的领导应该具备哪些素质？的领导应该具备哪些素质？Are you enthusiastic with your team?你对你的团队充满热情吗？你对你的团队充满热情吗？Do you bring energy into your work place?你为工作场所带来活力了吗？你为工作场所带来活力了吗？-Role modeling 以身作则-Trustworthy 值得信任-Keep promises 遵守承诺-Accountable 负责任-Do what they say 言出必行-Reliable 可靠-Honourable 可敬-Believable 可信-Lead by example 以身作则-Deliver results 展现成果-Execute plans 执行计划-Execute strategies 实施战略HOW WOULD YOU DESCRIBE CREDIBILITY?你如何形容你如何形容诚信可靠诚信可靠？People will respect and trust you and follow your leadership and direction诚信可靠才能赢得尊重诚信可靠才能赢得尊重与信任，员工才会服从与信任，员工才会服从你的领导和指令你的领导和指令WHY IS CREDIBILITY IMPORTANT?诚信可靠为什么很重要？诚信可靠为什么很重要？WHAT IS SELFLESSNESS?什么是无私奉献？什么是无私奉献？Selflessness meansputting the interest of our guests,colleagues/co-workers and the organization above ones own.无私奉献就是将客人、同事和无私奉献就是将客人、同事和公司的利益置于个人利益之上。公司的利益置于个人利益之上。Situational Leadership情境管理情境管理Ken BlanchardAuthor:One Minute Manager 一分钟经理人的作者“Leaders are effective when they understand the needs of their team members”只有了解团队成员的需求才能只有了解团队成员的需求才能成为卓有成效的领导者成为卓有成效的领导者WB 2 As a leader your role changes as you work with many different people under differentcircumstances or situations作为领导者，你和不同的人在不同的情景下工作，你的角作为领导者，你和不同的人在不同的情景下工作，你的角色在不断变化色在不断变化you can change your leadership style given the different situations or circumstances.情景管理将帮助你认知如何在不同的情景下转换你的领导情景管理将帮助你认知如何在不同的情景下转换你的领导风格风格Situational Leadership will help you identify how DEVELOPMENT LEVELS DEVELOPMENT LEVELS(DL)(DL)发展阶段发展阶段Leadership Styles(LS)领导方式领导方式DEVELOPMENT LEVELS&LEADERSHIP STYLESDEVELOPMENT LEVELS&LEADERSHIP STYLES发展阶段和领导方式发展阶段和领导方式发展阶段和领导方式发展阶段和领导方式Directing Directing Directing Directing 指令型指令型指令型指令型CoachingCoaching 指导型指导型指导型指导型SupportingSupporting 支持型支持型支持型支持型DelegatingDelegating 委派型委派型委派型委派型YOUR LEADERSHIP STYLE DEPENDS ON DEVELOPMENT LEVEL OF EMPLOYEES.你的领导方式取决于你的领导方式取决于员工的发展阶段员工的发展阶段Level of SKILLS at work工作的工作的技能技能阶段阶段Level of MOTIVATION积极性积极性阶段阶段High高High高Low低DemonstratesDemonstrates示范示范ExplainshowExplainshow解释如何做解释如何做SetsgoalsSetsgoals确立目标确立目标StructuresStructures组织计划组织计划Controls&EvaluatesControls&Evaluates控制及评估控制及评估CloselysupervisesCloselysupervises密切督导密切督导OrganizesworkinadvanceOrganizesworkinadvance事先安排事先安排Behaviors of leader 领导者行为领导者行为Directing Leadership LS1指令型领导指令型领导 LS1WB 3 StillDIRECTSStillDIRECTS仍然指令仍然指令Demonstrates示范Explainshow解释如何做Setsgoals确立目标Structures组织计划Controls&Evaluates控制及评估Closelysupervises密切督导Organizesworkinadvance事先安排COACHING Leadership LS2COACHING Leadership LS2指导型领导指导型领导 LS2LS2WB 4 Behaviors of leader 领导者行为领导者行为ANDNOWSUPPORTSANDNOWSUPPORTS并提供支持并提供支持Praises表扬Explains why解释原因Asks for opinions征求意见Listens倾听Encourages鼓励Reassures 确立信心WB 4 Behaviors of leader领导者行为领导者行为Praises表扬Listens倾听Reassures确立信心Encourages鼓励Asksforideasandopinions征求意见和建议Involvesmembersinevaluation&goalsetting让成员参与制定目标Involvesmembersinproblem-solving让成员参与解决问题Shareddecisionmaking共同决策SUPPORTING Leadership LS3SUPPORTING Leadership LS3支持型领导支持型领导 LS3LS3WB 5 Behaviors of leader领导者行为 SharesresponsibilityforSharesresponsibilityforgoalsettinggoalsetting共同承担制定目标的责任共同承担制定目标的责任AllowsteammembertoAllowsteammembertoevaluatehis/herevaluatehis/herperformanceperformance让成员者评估自己的表现让成员者评估自己的表现ProvidesinformationandProvidesinformationandresourcesresources提供信息和资源提供信息和资源IsavailablebutdoesnotinterfereIsavailablebutdoesnotinterfere参与但不干预参与但不干预ProvidesappropriaterewardsProvidesappropriaterewards提供适当的奖励提供适当的奖励DELEGATING Leadership LS4委派型领导委派型领导 LS4WB 6 Behaviors of leader领导者行为领导者行为Employee:Development Levels员工员工:发展阶段发展阶段DL 1DL 1DL 4DL 4DL 2DL 2DL 3DL 3高高高高高高高高低低低低SkillSkill 技能技能技能技能MMo ot ti iv va at ti io on n 积积积积极极极极性性性性DirectingDirecting指令型指令型CoachingCoaching指导型指导型SupportingSupporting支持型支持型DelegatingDelegating委派型委派型Is the direction of peoples Development Level always forward?员工是否会一直向更高阶段发展？员工是否会一直向更高阶段发展？Change in procedures程序的变化程序的变化程序的变化程序的变化 Personal problems个人问题个人问题个人问题个人问题 Boredom 厌倦厌倦厌倦厌倦Regression may occur and team member may move back to a lower development level员工有可能会退步，回到更低的发展员工有可能会退步，回到更低的发展阶段阶段 Change of Management 管理方式的改变管理方式的改变管理方式的改变管理方式的改变 Newly promoted members 新晋升的员工新晋升的员工新晋升的员工新晋升的员工WB 7-LowLow Directing Directing 低指令低指令-Low SupportingLow Supporting 低支持低支持LS 4-LowLow Directing Directing 低低指令指令-High Supporting High Supporting 高支持高支持LS 3-High DirectingHigh Directing 高指令高指令-High Supporting High Supporting 高支持高支持 LS 2-High DirectingHigh Directing 高指令高指令-Low SupportingLow Supporting 低支持低支持LS 1-High MotivationHigh Motivation 高积极性高积极性-High SkillsHigh Skills 高技能高技能DL 4-Low MotivationLow Motivation 低积极性低积极性-High SkillsHigh Skills 高技能高技能DL 3-Low MotivationLow Motivation 低积极性低积极性-Low SkillsLow Skills 低技能低技能DL 2-High MotivationHigh Motivation 高积极性高积极性-Low SkillsLow Skills 低技能低技能DL 1DirectingDirecting指令型指令型CoachingCoaching指导型指导型SupportingSupporting支持型支持型DelegatingDelegating委派型委派型Development LevelsDevelopment Levels 发展阶段发展阶段发展阶段发展阶段Leadership StylesLeadership Styles领导方式领导方式领导方式领导方式10 MinutesPair ActivityPair Activity双人练习双人练习双人练习双人练习Draw Situational Leadership models:画出情境管理模式画出情境管理模式1.Development Levels 发展阶段 2.Leadership Styles 领导方式Transfer Plan:Taking It Back To The Job实践计划：将学到知识带回实践计划：将学到知识带回工作岗位工作岗位