Tool Kit for Success |
"We're not in the coffee business
serving people, we're in the people business serving coffee." Howard Shultz, CEO Starbucks Coffee |
| 1. Communication: |
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Mutual exchange of information and understanding… |
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Goals-Action; Give/get information; Understanding;
Persuasion |
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Time spent-70%; Efficiency 30% |
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| 2. Creativity: |
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Doing something differently |
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Traits-Observation; Perception; Flexibility; Synthesis, Originality |
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Disney-4C’s-Curiosity; Climate; Courage; Commitment |
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| 3. Customer Service: |
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Doing the right thing |
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TARP
Study-Satisfied tells 5; Dissatisfied tells 20! |
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Moments of Truth; Law of Slight Edge |
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| 4. Empowerment: |
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Delegation and Authority |
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Let it go! |
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Member Involvement |
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| 5. Leadership: |
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Coach and Mentor |
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Leadership vs. Management |
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Teambuilding |
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| 6. Managing Change: |
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3R’s-Resistance; Resentment; Revenge |
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WIIFM- “What’s In It For Me” |
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ABC’s of Change-Advance Info; Benefits, Change |
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| 7. Meetings Management: |
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Agenda |
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Expectations |
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Facilitation Skills; “Motion Sickness” |
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| 8. Motivation: |
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Definition- “That from within, not without…” |
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Pygmalion Effect; Build on Strengths |
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One Minute Praise |
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| 9. Planning: |
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Mission Statement; Goals, Strategies |
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“Ready-FIRE!-Aim!” |
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Goals and Objectives- “To-Do” Lists |
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