1、.1What shapes a good Leader?What shapes a good Leader?一个好领导所具备的品质?The“hero”in your memory,who and why?你心目中的“英雄”，谁？为什么？Lets think and discuss(3 minutes)and share your story with others.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。.2EMPOWERMENT:THE CARING CHOICE 授权课程The Case of the“Silent“E”Doubletree Learning Pro
2、gram.3Please write a One Sentence Definition ofEMPOWERMENT请写下一段你对“授权”的理解.4What Empowerment is and is not?授权是什么？不是什么？Responsibility and Ownership.责任感和主人翁感Working independently towards common objectives.朝一个共同的目标独立工作An earned privilege.一个赢得的特权DThrowing out the rule book.把所有规矩扔到一边DBypassing everyone who
3、 will say“No”.绕过所有说“不”的人DDoing the“Fun Parts”of someone elses job.把好做的工作留给自己DFreedom to unilaterally make decisions that impact others 擅自单方面作出影响他人的决定。.5CARING Definition of Empowerment授权在关爱文化下的注解“Process of increasing the competence&confidence of individuals and teams to make CARING choices resultin
4、g in desired outcomes.”“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.6Stages of Empowerment授权的阶段STAGE ONE:At stage one,the manager makes the decisions and informs the team.This may seem basic and obvious but,all too often,managers operate on a pre-stage one level-they make their decisions and do not bot
5、her to inform the team.Ex:Making decisions in a closed door meeting and an email or memo is sent.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。STAGE ONESTAGE TWO:Here the manager asks the team for suggestions,makes the decisions based on those sugge
6、stions and informs the team.Ex:Gathers CARE Committee ideas but the decision is ultimately made later in an office or exec committee meeting.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。STAGE TWOSTAGE THREE:The manager and the team discuss the situation at length,management as
7、ks for proposals and input from the team(which may or may not be adopted),makes the decisions and informs the team.Ex:GM asks teams to be prepared to come to a meeting with a well thought out proposal of how to improve SALT Scores.This same model is used during department meeting with line level Tea
8、m Members.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。STAGE THREESTAGE FOUR:This stage continues building on this relationship and,at this point,the decisions are made cooperatively between management and the team.Ex:Now the team collectively reviews all the p
9、roposals and chooses the CARING choice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。STAGE FOURSTAGE FIVE:In stage five,the manager delegates the decision making to the team.The team operates completely autonomously,making crucial choices that lead to positive outcomes.第五阶段：领导完全把决定
10、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。STAGE FIVEAT WHICH STAGE DOES YOUR TEAM CURRENTLY RESIDE?那么，你的领导团队在授权的哪个阶段？.7Stage 5 Stage 5“EutopiaEutopia”or not or not？第五阶段是个“乌托邦”吗？Its all depends on YouYou and your TeamTeam这个完全取决于你和你的团队.8 WE are in a _ industry (我们是处于_ 产业）What is most important in our indu
11、stry?我们这个行业中什么最重要？Service Service Service EmpowermentEmpowerment workshopService CD(F)MPEGAVAVSEQ01.DATWhy do we need Empowerment?我们为什么需要授权？.9Why do we need Empowerment?我们为什么需要授权？Please discuss with your partner and write down your answer(2 minutes)请同你的伙伴讨论，并写下答案.10Why do we need Empowerment?为什么我们要授
12、权？Efficiency 效率 Quick service recovery 更快的服务恢复 Better customer experience 更好的客户体验 Sound leadership 让人钦佩的领导力 Win the trust and respect from employees 赢得雇员的信任和尊重 Sense of ownership for employees 让雇员具有主人翁意识 Coach personal development of capability “People rise to the challenge when it is their challeng
13、e”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”CARE Culture.11Case Study:Case Study:The Cookie&The Orange.12Case Study:Madison article.13Case Study:Nordstorm Culture “Inverted Pyramid.14Give Power Away 把权力下放:“Power is an expandable pie power is not a zero-sum commodity,requiring that for others to have more,
14、the leader must have less.”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:“You have to give power to gain power.”你必须下放一些权利来赢得更多的权利.15How To Give Power Away怎么样下放权力:Assign important tasks.分配重要任务:Provide autonomy and discretion.提供自主决定权:Give visibility and recognition.给予清晰的目标和认可:Help build strong relationship
15、s.帮助建立牢固的关系。.16A Little Game小游戏Blowing in the WIND狂风吹劲草.17Two Fundamental Elements of Empowerment 授权的两个基础 Trust 信任 may be defined as a firm belief in others integrity,reliability,ability and strength;to openly rely on&have unyielding confidence in the team around you.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
16、任并依靠你的团队。Creativity 创造力-Is the ability to identify alternatives and choices.能发现不同之处并作出有创造力的选择。.18 The Power of ChoiceTRUSTTRUSTLeadershipLeadershipBest Best PracticesPracticesCREATIVITYCREATIVITYLeadership Leadership Best Best PracticesPracticesEMPOWERMENT:EMPOWERMENT:THETHECARINGCARINGCHOICECHOICEF
17、or each Best Practice,rate yourself a 1(low)to 10(high)STRENGTHAREA TO IMPROVE.19CARE Culture ToolsEach table will be assigned one of the CULTURE TOOLS and provided examples illustrating how hotels may choose to use these tools.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。Review your BRAND CULTURE TOOL descriptio
18、n.回顾一下本酒店关于这些文化工具的说明。Evaluate each of the examples as a group and make your choice as to where they belong on this model.在小组中讨论一下这些例子并判断这些选择在这个模型里属于哪个阶段Determine if the example demonstrates a high,mid or low level of empowerment and place the card on the model.决定一下这些例子展示了高，中或低程度的授权，并把卡片放在相应的阶段上。Desi
19、gnate a spokesperson to debrief the rest of us.派一个发言人把结果和大家分享一下。.20How can we increase our Current Stage of Empowerment?.21The The of of Choice Choice 选择的力量The The Choice Choice 关爱的选择is Determined byis Determined by是由.22Homework:Creativity Challenge Leadership Challenge Empowerment Challenge.23Thank you
