Home
Emergency
Management,
Safety & Security
How-to's on people
management, training
and customer service,
scroll further down for
links to articles.
Read
excerpts and highlights
from the Easytraining
Insights Digital Newsletter
and Easytraining
News
List
yourself here to
be advised about our
Employee Motivation
practical guide book
Read
terms and conditions
Content for reading only. NOT to
be "copied & pasted", republished,
uploaded,broadcast,
shared with
file sharing, or used commercially
by others,
e.g. to conduct or sell
training without a licensing
agreement.
Safety & Security in
the Workplace
Easytraining Insights
Digital Newsletter
Subscribe to Free
Easytraining News
Job Descriptions: Dead
Wood
or Living Tools?
Please read the FAQ's
Career
Counseling and Quick Advice - read FAQ page
How-to Articles:
Defining Service
Customer Service analysis
Seeing Things from the Customer's
Perspective
Understanding Employee
Drives
and Motivations
Beyond Training: Training and Development
Achieving Goals Through
Training
and Development
How can I motivate my Employees?
Managers
& Supervisors
Expected to Create a
Motivated Team
Think Strawberries
A lesson in creative management,
employee training and sales!
"If"
by Rudyard Kipling,
wise words of advice
Networking on the Net
Ethics,Courtesy
& Professionalism
Your Electronic Signature
As A Marketing Tool
Marketing Your Business
on the
Web
Are you sure people are really who they say they are? Check with this most popular software
Domain Names for
Sale for: Trainers, Consultants,
Hospitality Professionals
Books
on Management, Consulting, Business,
and other Subjects
Excerpts
from Easytraining Insights Digital
Newsletter....continued
Page
2
All content
copyright of Claire Belilos
You can now subscribe to Easytraining
News instead at
http://www.easytraining.com/easynews.htm
===============================================
Vol.1,
Issue #7 - April 15, 2001
Corporate Culture
Excerpts:
" As Shakespeare said, "All the world's a stage". This holds especially true in organizations. No-one understands it as well as Hospitality operations. They are prepared and set up like theatrical productions, with every man and woman playing a part and every prop serving a purpose. The spectator and user is the Customer who, in Hospitality industry language, is called "Guest", helping maintain the "spirit of hospitality (welcome, haven, care and service).
Producers and directors who realize a successful stage performance, leading audiences (customers, guests, buyers) to applaud, asking for encores, do so with happy, gifted and motivated performers. They also do so with diligent work in many areas, among which:
* A well thought-out
business plan
* Careful selection of performers
* Excellent
organization
* Investment in time and money
* Quality equipment
and products
* Training and rehearsals
* Dress-ups (costumes,
make-up etc.)
* Creating the right environment (music, decor,
etc.)
* Creating a positive work environment
* The attitude
and presentation of the performers
* Continuous strive to deliver
an "awesome, unforgettable, presentation"
* Backstage
work and harmony
* Coordination between "back" and
"front" of the house
* Quality (effective)
leadership and management
* Motivation of performers
*
Satisfactory compensation and rewards to performers
* Evaluation
and control of the "output"
* Careful "pricing
structures" offering "value to the Customer"
* A marketing and sales machinery which led to a full house.
Even if a company manufactures and sells widgets, the thrust
of management is no different. Backstage efforts express themselves
in the final product the Customer experiences, service being the
intangible part of the product. Customers can differentiate
between "quality management" and "defective management".
They quickly discover the organization's corporate culture.
Advertising messages do not affect customers who have already
bought and experienced the product and the company. Expressions
of "caring" or standing behind one's product are slogans
to attract NEW customers. Existing customers AND employees
already know whether these declarations are genuine or not. The
same applies to slogans organizations use to attract employees.
Philosophies and Mission Statements have no "print"
value. It is the values a company lives by which count. "
===============================================
Vol.1,
Issue #8 - April 26, 2001
Effective Communications by Azriel Winnett
During the seminar,
(doctor) participants were paired up with
partners, and one
member of each pair was asked to play
the role of a patient
with a problem. The partner played
the role of physician or
counselor.
The catch was the "doctors"
weren't allowed to do or say
anything. Their job was just to
sit and listen, while their
"patients" described
their complaints and thought aloud
while trying to work out
their own solution.
As Dr Orman notes (and as a
veteran physician, he
should know!) to tell a doctor to just
sit there and listen -
without as much as thinking of what
to do - is usually
asking an awful lot. But the response of
our reluctant
participant took everyone by surprise.
At the end of the experiment, when everyone was sharing
their insights and experiences, he raised his hand and
announced
with unmistakable enthusiasm: "What I
learned from this
exercise is that I almost never listen to
my patients! I'm
mostly paying attention to the thoughts
in my own head, and
I never really appreciated this until
today."
==============================================
Vol.1,
Issue #9 - May 15, 2001
Employee Motivation through Positive Discipline
DISCIPLINE - Punishment
or Constructive Measure?
---------------------------------------------------------------------
First of all: What
is discipline? The New Lexicon Webster's Encyclopedic
Dictionary of the English Language explains it as follows:
* The training of the
mind and character
* A branch of learning
* A MODE OF LIFE
IN ACCORDANCE WITH RULES
* SELF CONTROL
* CONTROL
*
ORDER
* OBEDIENCE TO RULES
* A SYSTEM OF PRACTICAL RULES
FOR THE MEMBERS OF A CHURCH OR AN ORDER
* Punishment, especially
mortification of the flesh by way of penance
* A scourge for
religious penance
This leads us to re-examine our minds. In which context do organizations usually "frame" discipline? Punishment? warnings? termination? rule of the rod? Do we ever think of discipline positively? Do we relate discipline to good employee performance and behaviour?........
........ Discipline is an excellent organizational tool when used in the fullest sense of the word. Words represent concepts. The main concept of discipline is "order" and the establishment of order. There is nothing negative about establishing order in an organization.............
........... Positive
Discipline as a management strategy, includes internal communications,
training, employee feedback, employee
input, acknowledgment
and reward......
=====================================================
Read our Terms and Conditions
CHIC Hospitality Consulting Services
#2007-1011 Beach Avenue
Vancouver, B.C. V6E 1T8
Tel:(604)685-8449/687-8442
Contact at http://www.easytraining.com/contact.htm
Subscribe to our free
monthly Easytraining News at http://www.easytraining.com/easynews.htm
List yourself for
our forthcoming employee motivation book at http://www.easytraining.com/motivationbooklist.htm
List yourself to be
advised of the forthcoming management discussion forums
http://www.easytraining.com/csforumlisting.htm
Read excerpts from
our Easytraining Insights Digital Newsletter at
http://www.easytraining.com/insights.htm
Join
our
hailed
site of the Lowe Organization's EdgeOnline.com
Copyright 2000 CHIC
Hospitality Consulting Services