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Issue #7 - April 15, 2001
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
* Careful selection of performers
* Investment in time and money
* Quality equipment
* Training and rehearsals
* Dress-ups (costumes,
* Creating the right environment (music, decor,
* Creating a positive work environment
* The attitude
and presentation of the performers
* Continuous strive to deliver
an "awesome, unforgettable, presentation"
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
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. "
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
The catch was the "doctors"
weren't allowed to do or say
anything. Their job was just to
sit and listen, while their
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
participant took everyone by surprise.
At the end of the experiment, when everyone was sharing
their insights and experiences, he raised his hand and
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
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
* 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
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?........
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.............
Discipline as a management strategy, includes internal communications,
training, employee feedback, employee
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