The Heart of a leader- Part 1 KEN BLANCHARD 20-05-2019 www.concepthospitality.com

The key to developing people is to catch them doing something right This provides satisfaction & motivates performance. Praise immediately, make it specific & finally, encourage people to keep up the good work. The Heart of A Leader www.concepthospitality.com 20-05-2019

People who produce good results feel good about themselves Help people produce good results in two ways: Make sure people know what their goals are. 2. Do everything possible to support, encourage, and coach them to accomplish those goals. The Heart of A Leader www.concepthospitality.com 20-05-2019

The Heart of A Leader Don’t wait until people do things exactly right before you praise them. “Exactly right” behavior is made up of a whole series of approximately right behaviors. It makes more sense to praise progress- it’s a moving target. www.concepthospitality.com 20-05-2019

Feedback is the breakfast of champions Providing feedback is the most cost-effective strategy for improving performance and instilling satisfaction. People are motivated to do things that provide them with feedback on results. The Heart of A Leader www.concepthospitality.com 20-05-2019

No one can make you feel inferior without your permission. Choose to feel good about your self. That way you are more open to learning. The belief that you control your own self-esteem permits you to listen to & hear others feedback in a non-defensive way- looking to see if there is something you can learn. The Heart of A Leader www.concepthospitality.com 20-05-2019

None of us is as smart as all of us. You don’t have to be the only bright person in the group. In fact, admitting your vulnerability allows you to ask for help. Any problem can be solved if we involve the resources we have gathered around us. The Heart of A Leader www.concepthospitality.com 20-05-2019

Things not worth doing are not worth doing well Today people are often busy doing what seems to be extremely urgent but really isn't. An effective leader must step back, look at the big picture, and make sure the important things are not pushed out of the way by the urgent needs of the moment. The Heart of A Leader www.concepthospitality.com 20-05-2019

Success is not forever and failure isn’t fatal. Don’t get a big head when you win or get too down in the dumps when you loose. Keep things in perspective. The Heart of A Leader www.concepthospitality.com 20-05-2019

When you stop learning, you stop growing. People who are continually learning and upgrading their skills increase their value in their specific organization and the job market in general. You should be wise to make learning a top priority & constantly strive to adapt to a new circumstances. The Heart of A Leader www.concepthospitality.com 20-05-2019

In life, what you resist, persists. If something is bothering you & you don’t deal with it, you are gunny sacking your feelings- holding them inside. If you deal with what is bothering you, the problem often disappears in the very process. The Heart of A Leader www.concepthospitality.com 20-05-2019

Don’t work harder- work smarter. While successful do work hard, they think before they act. They are proactive, not just reactive. If you don’t take time out to think, strategize, and prioritize, you will work a lot harder without enjoying the benefits of a job smartly done. The Heart of A Leader www.concepthospitality.com 20-05-2019

Nice guys may appear to finish last, but usually they are running in a different race Patience helps us to realize that if we do what is right – even if it costs us in the short run – it will pay off in the long run. A negative side effect of impatience is poor decision- making. The Heart of A Leader www.concepthospitality.com 20-05-2019

In managing people it is easier to loosen up than tighten up. It is always better to over supervise in the beginning than under supervise in the beginning. Because if you find your people are better than you thought, and you loosen up, they will like you & respond in a positive way. If you start off under supervising your people & later discover their skills are not as good as you anticipated, you then have a sticky situation. The Heart of A Leader www.concepthospitality.com 20-05-2019

Anything worth doing does not have to be done perfectly- at first. Managers should recognize that good performance, both their own and others, is a journey, not a destination. Everyone leans by doing. It takes time and practice to achieve specific goals. The Heart of A Leader www.concepthospitality.com 20-05-2019

What motivates people is what motivates people. Many leaders assume that money, prizes, or special vacations are high-grade motivator. In reality, what motivated one person may not motivate another. How do you know what motivation works with employees? Ask! Try something like, “If you perform well, what reward or recognition could you receive that would make you want to continue to perform at a high-level?” The Heart of A Leader www.concepthospitality.com 20-05-2019

Life is all about getting A’s. Three parts of an effective review system: Performance planning- when goals and objectives are set. Day-to-day coaching when on-going feedback is given and Performance evaluation when all performance is determined The Heart of A Leader www.concepthospitality.com 20-05-2019

Create Raving Fans; satisfied customers are not good enough. The Heart of A Leader Differentiate yourself from your competitors by teaching your sales force & customer service representatives – everyone who comes in contact with your public- to develop ‘raving fan’ customers. Going the ‘extra mile’ for the people who write your checks will pay off. www.concepthospitality.com 20-05-2019

If you want to know why your people are not performing well step up to the mirror and take a peek. If one of the team members fail, the leader accepts the responsibility for the failure. Anytime you fire someone who works for you or anytime you’re looking for a place to hide someone who works for you, step up to a mirror and take a peek. In most cases, the biggest cause of the problem is looking you in the eyes. The Heart of A Leader www.concepthospitality.com 20-05-2019

The Heart of A Leader Managing only for profit is like playing tennis with your eye on the scoreboard and not on the ball. Successful organizations have a triple bottom line- very much like a three-legged stool. The three legs of the stool are Raving Fan customer, Motivated employees , and financial strength. If you focus only on one leg, the stool will fall. www.concepthospitality.com 20-05-2019