Practicing Servant Leadership
Servant Leaders communicate ethical standards and facilitate a supportive and respectful service culture that contributes to employee empowerment. In this course, you are introduced to the principles of Servant Leadership and the importance of fostering an ethical service culture using a number of cases to highlight leadership challenges and approaches.
Servant Leaders are distinguished by their focus on listening skills, and you will assess and develop your listening behavior using Professor Brownell’s HURIER listening model, which addresses six interrelated components: Hearing, Understanding, Remembering, Interpreting, Evaluating and Responding. The development of a strong listening environment also facilitates service within your organization. Finally, you will examine your current environment to identify opportunities to strengthen relationships and enhance the service experience of your organization.
Who Should Take this Course?
This course is appropriate for new and experienced middle managers from service-based organizations; managers and leaders from functional areas who are responsible for serving external and internal customers; and individuals belonging to service-oriented organizations ranging from hotels and restaurants to healthcare facilities, financial institutions, small businesses, and retail establishments whose staff or unit is responsible for providing a consistent and high level of service.
- Fostering ethical conduct to promote service excellence
- Demonstrating principles of Servant Leadership
- Creating a strong listening environment
- Facilitating “service within”
- Judith Brownell, Prof Emeritus, School of Hotel Administration