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12 Cards in this Set
- Front
- Back
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things to show leadership (5) |
1) congratulate for handling situation well 2) make suggestions to supervisors to improve efficiency 3) greet coworkers with a smile 4) treat others the way you want to be treated 5) add positive method of showing leadership and encouragement |
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exceed bosses expecations |
- be a team player - find out what you boss considers to be impatient - have a reasonable expectations - go to work every day w/ a good attitude and willingness to be a professional |
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maslow hierarchy |
self actualization esteem love and belonging safety physiological |
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improving self concept |
1- see yourself as a success 2- time with positive ppl 3- eat right 4- break task to smaller tasks 5- get enough sleep 6- reward successes 7- positive self talk 8- do something for someone else 9- exercise 10- learn something new |
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characteristics of challenging customers |
- language and culture barrier - older -impatient -angry - analytical - noncommital -superior -immature -talkative -customers with special needs |
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what is 80/20? |
80 percent of profit comes from 20 percent of customers |
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cope with challenging customers |
- listen - ask questions - show empathy - solve the problem - follow up - end on positive note |
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what to do when you are wrong |
review situation observe situation admit the mistake apologize find solution and implement |
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3 leadership styles and meanings |
authoritarian - military democratic- final say encourage others laissez- fair ( least productive) |
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informal vs formal leaders |
informal do not have authority formal has authority |
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what are excellent leaders |
- care and respect - practice what you preach - consistency - give support - flexibility |
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how to create goal setting |
write what is to be accomplished identify how to be accomplished include a date and time goal will be completed |
