1. Decision Making for Today’s Young Professional Presented by: Kylee Thomas University of Nevada, Las Vegas

2. Understanding Common Mistakes Tools for Successful Decision Making Impact on Others/Big Picture Focus Teamwork Vital in Process Creative Solutions to Common Challenges Consistency vs. Flexibility End result: Empowerment Learning Outcomes

3. Models, Mistakes and Methods of Success

4. PrOACT Approach to Decision Making – P roblem statement – O bjectives – A lternatives – C onsequences – T radeoffs Decision Making Model From book Smart Choices

5. Reacting to reoccurring problems or issues in repetitive ways – Be Proactive rather than Reactive – Keep a list of reoccurring problems/issues – Keep Big Picture/Vision in mind – Review list regularly – Look for alternative decisions for your list – Discuss you list with your supervisor/work team Mistakes… and ways to correct them! From book Decisions without Mistakes

6. Making decisions using ineffective or shifting priorities – Know goals, keep current on priorities, challenge the norm… Making decisions in times of stress, anxiety, to relieve problem or pain Mistakes Continued…

7. Making Decisions without Vision – Big Picture, Impact on Others, Mission/Vision of Department are all critical Being in Conflict during Decision Making – Control = Do It! – Influence = Be Nice! – No Control = Get Over It! Mistakes Continued…

8. Identify a clear objective Gather the necessary data Get others involved as soon as possible Convey the urgency of a situation Value your experience and intuition Don’t let circumstances decide Evaluate the outcome and the process Steps to Successful Decision Making

9. ACTIVITY: Red Rules/Blue Rules

10. Objective: – Clarify difference in types of rules and what the consequences would be for breaking a rule Definitions – Red Rules: Cannot be broken, set by law or government regulation, in place to protect human life – Blue Rules: Designed to keep operations running, department policy, past experiences, bend/break in the name of improved service Identify the Rules: Red Rules/Blue Rules From activity in 101 Activities Delivering Knock Your Socks Off Service

11. Rules that cannot be broken. Set by law or government regulation, or may be in place to protect human life. In your small groups, list 3 Red Rules in your department and reasons for the rules. Red Rules

12. Rules designed to keep operations running smoothly. Evolve out of department policy or past experience. Blue rules are borrowed from other situations, where they may be Red rules. You can bend or break Blue rules in the name of improved service, since it won’t cause harm or have irreversible consequences. In your small groups, list 3 Blue Rules in your department with reasons for the rules. Blue Rules

13. Share Your Group Rules

14. Do the rules your group mentioned fall under the appropriate rule color? What are the consequences of breaking or ignoring Red Rules? What are the consequences of adjusting Blue Rules for the benefit of the guest? How can the knowledge of policies and procedures assist you in decision making? Reflection

15. Scenarios

16. When does this situation happen? When is it most challenging? Who is involved? Whose fault is it and does it matter? Who really cares about this? Why do you do it like that? Why do you do that? What is not working about this? How is it affecting you? …other people in the department? …the entire company? Why does it bother you? Who else recognizes the problem? What have you tried already to do to address this issue? What communication issues are involved? How can you improve the motivation for those involved to change? Suggested Questions to Ask

17. IN CONCLUSION

18. How will what you learned today contribute to your personal & professional development? What questions do you have that is important for the profession to further examine? What is one “wicked awesome idea” you will take with you to implement at your institution? Reflection