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Excerpts from Easytraining Insights Digital

Page 2 

All content copyright of Claire Belilos

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Vol.1, Issue #7 -  April 15, 2001
Corporate Culture


"   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


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
* 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......

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