O people raised in poverty who have acquired only

Info icon This preview shows pages 3–6. Sign up to view the full content.

View Full Document Right Arrow Icon
o People raised in poverty, who have acquired only limited schooling and who see themselves as never having had a change, may look at ambition quite differently. o It is important to consider exactly what point of view the other person is coming from. - -Immediate Environment o The place where communication occurs can have an important effect on what gets understood. o A reprimand in front of other workers has quite a powerful negative impact. o Discussion of complicated matters at the wrong time results in confusion. Approaches to leadership – traits (what are they? Are the useful?); - Establishing direction o Seeing where an organization needs to go and expressing tha vision in a way that people can understand is vital. Strategies for producing the necessary
Image of page 3

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
changes must be spelled out. Thus the vision must be one that can be acted on effectively - Aligning People o Getting the appropriate people in the organization not just involved but committed to achieving the new goals is a necessity. Involves lining up coalitions in the informal organization who will support the program of change. Some might call this “selling” the vision. - Motivating and Inspiring o This involves keeping people sold and keeping them moving in the right direction- often against obstacles that come from inside the organization, from people who are threatened by the needed changes. behaviors (task and social behaviors, decision influence behaviors, what is the difference between a trait and a behavior?). Behaviors: examine how what a leader does is related to effectiveness o Task and social behaviors: The Ohio State Studies Consideration – extent leader is likely to have job related relationships with subordinates Initiating structure – extent leader is likely to define structure/goals The Michigan Studies Production-oriented leadership – supervisor primarily concerned with high levels of production Employee-centered leadership – concerned with subordinates’ feeling and creates a positive atmosphere Traits: ? Common sense observations form the basis of this area of research. ? No specific traits seem to be correlated with leadership in all situations. Reasons: ? Just because an individual has particular traits does not mean they will be successful in their leadership role -Traits do not operate alone ? Traits may be related to effectiveness in certain situations but not others. ? Specific traits can be grouped into more general factors Chapter 21 (9+/- questions): SERVICE- is all actions and reactions that customers perceive they have purchased
Image of page 4
In an industry that is part of the larger service industry, the delivery of good service is vital Word of mouth (good or bad) emanates from the service experience that a customer has Bad word of mouth spreads faster and farther Service is a major point of differentiation Made up of all “moments of truth” It is how service staff are evaluated Services are produced and consumed at the same time, creating challenges
Image of page 5

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 6
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern