The document discusses several theories related to self-awareness, motivation, leadership, and customer service. It touches on topics like the Johari window, empathy, diversity, equality, and cultural considerations in Asia, Europe, and customer service standards. The main focus is on concepts important for organizational culture, customer relationships, and developing self-awareness.
The document discusses several theories related to self-awareness, motivation, leadership, and customer service. It touches on topics like the Johari window, empathy, diversity, equality, and cultural considerations in Asia, Europe, and customer service standards. The main focus is on concepts important for organizational culture, customer relationships, and developing self-awareness.
The document discusses several theories related to self-awareness, motivation, leadership, and customer service. It touches on topics like the Johari window, empathy, diversity, equality, and cultural considerations in Asia, Europe, and customer service standards. The main focus is on concepts important for organizational culture, customer relationships, and developing self-awareness.
The document discusses several theories related to self-awareness, motivation, leadership, and customer service. It touches on topics like the Johari window, empathy, diversity, equality, and cultural considerations in Asia, Europe, and customer service standards. The main focus is on concepts important for organizational culture, customer relationships, and developing self-awareness.
assimilation and accommodation. ● Technical skills now take second Developmental Theory place to an employee's ability to ● This theory assumes that people learn on the job. learn from one another such ● Self-awareness is the ability to focus concepts as observation , imitation , on yourself and how your actions, and even modeling Social Learning thoughts, or emotions do or don't Theory align with your internal standards. ● According to this theory of ● Your ability to work well with others motivation , extrinsic motivation is and help your organization be more based on the performance of an productive is called soft skills. activity in order to attain an outcome ● Johari Window needs to identify the . Two Factor Theory quadrants of our aspects of ● Paying due attention to our values personality based on how our helps us. personal attributes are disclosed, ○ Become more self - aware, made known, or perceived by ○ Make ethical decisions and others. ○ Prioritize our tasks. ● Motivation is a basic system that ● This strategic planning tool was prompts us to keep going towards developed by Walter Shewhart for expected or aspired ends. continuous improvement of the ● Self-determination is the process of operations . PDCA endorsing one's actions at the ● It is a powerful document that highest level of reflection "we expresses your personal sense of expectedly "experience a sense of purpose, your meaning and reason freedom" once self-determined. for being. Personal Mission ● Empathy is the feeling that you ● It is the ability to place one's self in understand and share another the shoes of another, see through person's experiences and emotions someone else's eyes; it is a means or the ability to share someone of identifying with another person or else's feelings. group with whom we interact. ● 72% of Americans agree that the Empathy design of a product's packaging ● In this kind of leadership, the leader often influence their purchase gives direction together with an decisions when selecting which action plan then they follow- up with products to buy, appropriate support and empathic ● 62% of Europeans consider correction. Coaching Leadership packaging that is better for the ● This type of leadership is often used environment and easier to recycle. in the case of leading new hires, ● Between 80-90 % of Asians from team members are highly motivated China , India and Indonesia are now but do not know what to do. realizing the ecological burden of Instructive Leadership product packaging as well. ● In this type of leadership , the leader ● It is the largest and most diverse assigns a task in general terms to continent with 48 Countries. Asia limit behavior-focused feedback ● Why do Europe, North America, along with its expectations. South Korea and Japan have Delegating Leadership operations in Asia's developing ● Refers to the individual countries? Developed Infrastructure characteristics over which an ● 3Ds of Excellent Customer Service individual has little or no control . It Experience. also refers to the combination of our ○ Deliver differences. Diversity ○ Develop ● The following are the enablers of ○ Design diversity: ● Competencies that are valued in the ○ Prior experience IT-BPM Industry. ○ Needs assessment and ○ Cognitive Ability planning ○ English Proficiency ○ Assigned staff member. ○ Computer Literacy ● It refers to hardware or software ○ Perceptual Speed and solutions as much as they do Accuracy resources used in order to build , ○ Communication strengthen , and sustain customer ○ Learning Orientation relationships through the years C. ○ Courtesy Customer Relationship ○ Empathy Management. Customer Service ○ Reliability Management ○ Responsiveness ● Refers to the creation of a "fairer society " that welcomes participation and provides an opportunity for people to reach their full potential. Equality ● It is the rules of engagement for providing customer service that often cross the boundaries of geographic location , race, and creed. Service Standards ● It is the second smallest continent in the world. Europe ● According to this act in the UK, it is unlawful to discriminate against any employee or customer (that is to treat them less favorably ) on the basis of nine protected characteristics : disability gender reassignment . pregnancy and maternity. Equality Act