Creating a Sustainable Service Culture Through Passionate Leadership

Creating a Sustainable Service Culture - It Starts at the Top Rebecca Weaver Master Connection Associates www.masterconnection.com

[object Object],[object Object],[object Object],People are not projects…they are never “done”

Common Truths ,[object Object],[object Object],[object Object]

No one wants to learn new tricks ,[object Object],[object Object],[object Object]

So what does this have to do with your industry?

You know you are living in 2009 when: ,[object Object],[object Object],[object Object],[object Object],[object Object]

Leadership Takes Passion to Create Sustainable and Repeatable Service Excellence!

Leadership vs. Management ,[object Object],[object Object],[object Object]

The Future of Business ,[object Object],[object Object],[object Object]

Move Up the Risk ,[object Object],[object Object],[object Object]

So How Do You Win? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

A Leaders Job Today is…. ,[object Object],[object Object],[object Object],[object Object],[object Object]

Success needs to be Faster… ,[object Object],[object Object],[object Object],[object Object]

Feedback… The Breakfast of Champions

A Critical Leadership Skill ,[object Object],[object Object],[object Object],[object Object]

Feedback Principles ,[object Object],[object Object],[object Object],[object Object]

Feedback Principles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Feedback that is based on judgment alone... ,[object Object],[object Object]

An Effective Feedback Process- S.M.A.R.T. © Feedback ,[object Object],[object Object],[object Object],[object Object],[object Object]

… Sensitive ,[object Object],[object Object],[object Object],[object Object]

… Meaningful ,[object Object],[object Object],[object Object],[object Object]

… Accurate ,[object Object],[object Object],[object Object],[object Object]

… Reinforcing ,[object Object],[object Object],[object Object],[object Object]

… Timely ,[object Object],[object Object],[object Object],[object Object]

Response to Feedback ,[object Object],[object Object],[object Object],[object Object]

How Feedback Develops People… ,[object Object],[object Object],[object Object],[object Object],[object Object]

Building a Relationship of Trust… Manager Employee Giving Feedback Describe Behavior 1.Report Specific Actions 2.Solicit Reaction Receiving Feedback Probing-Encourage person to talk Open-Get information Closed-Focus on issue

Thank you! Presented by Rebecca Weaver Master Connection Associates +1 949 589-6137 www.masterconnection.com

Creating a Sustainable Service Culture Through Passionate Leadership

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Creating a Sustainable Service Culture Through Passionate Leadership