human resources & leadership institute for attractions managers iaapa operations and safety...
TRANSCRIPT
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Human Resources & Leadership
Institute for Attractions Managers IAAPA
Operations
and Safety
Marketing LeadershipFinance
RevenueOperations
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Leadership
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Leadership
“People don’t want to be managed, they want to be lead. Whoever heard of a world manager? World leader, yes. Educational leader, Political leader, Religious leader. Community leader. Labor leader. They lead, they don’t manage. The carrot always wins over the stick. Ask your horse. You can lead your horse to water, but you can’t manage him to drink.If you want to manage somebody, manage yourself. Do that well and you’ll be ready to stop managing. And start leading.”
- This message was published in the Wall Street Journal
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Leadership
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Human Resources & Leadership
STAFF INVESTMENT OR A COST ?
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Leadership
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Examples of characteristics of a Leader
CREATIVE
CURIOUS
POSITIVE
OPTIMISTIC
COURAGE
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Characteristics of a Leader
“A person who is driven and works hard to achieve success.The ability to identify opportunities and create resources in order to take advantage.Common important personal characteristics such as curiosity, creativity, a positive approach to work, independent, persistent, dedication, optimism, courage and visionary thinking.”
Parts of a definition of an entrepreneur according to Wikipedia.But also in my opinion, a definition of the essential characteristics of a successful leader.
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How Do you speak to yourself
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HR Theory and Practice
Defining leadership What is leadership?
• A few perspectives:– “Managers are people who do things right, while leaders
are people who do the right thing.” Warren Bennis, Burt Nanus, Leaders: Strategies for Taking Charge, © 1985, rev. 2003
– “Leadership is the art of accomplishing more than the science of management says is possible.” Colin Powell, The Powell Principles, © 2003
– “Leaders...set examples.” Peter Drucker, The Leader of the Future, © 1996
– “Leaders grow; they are not made.” Peter Drucker, The Leader of the Future, © 1996
Leadership vs. management
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Leadership styles
Everybody has a predominant basic style
2 basic styles (with variations) in the leisure industry
HR Theory and Practice (cont’d)
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HR Theory and Practice
Directive Leader tells staff what to do Leader takes all initiative and responsibility
+ very efficient+ staff feels safe+ leader in perfect control
- Staff takes no initiative- No development
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HR Theory and Practice
Directive - Use when?
Leader knows a lotStaff are new and young
AND ALWAYS IN EMERGENCIES
Advice: Move quickly to next step
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HR Theory and Practice
Leader still gives clear basic rules, but also asks for opinions, ideas and experience
+ staff motivated “I matter”+ development of dept. product+ company culture improves
- takes time
Participative
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HR Theory and Practice
Participative - Use when? Leader knows a lot , but others might know also Staff is experienced
Advice: Develop your listening skills Learn to be clear
“Now is exchange time” Now is efficiency time”
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HR Theory and Practice
Other styles:
Analytical • finance• research• engineering
Coordinator • Many departments involved
Instigator, promotor• Project brain storming • Start ups
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HR Theory and Practice
NO WRONG STYLE Important to adapt your style to the situation and
the circumstances
Self-awareness• I know my basic style, I know when to adapt listening
skills.
Humility• Accept that someone else might know
better/more/other details Know your employees
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HR Theory and Practice
Leadership style
Situational leadership• Adapt to specific needs of employees and
circumstances• Use different approaches:
» Train» Collaborate» Delegate
Depending on projects, needs and specific staff
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Key functions of a leader
Take desicions Supervise Motivate Communicate Organize Train and coach
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Key functions of a leader (cont’d)
BUT ALSO
See possibilities not problems Embrace and communicate company culture and
passion Emotional intelligence:
• Self awareness • Social awareness
Creative thinking “outside the box”
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Leadership
HR Theory and Practice
Culture eats strategy for Breakfast
~Peter Drucker
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Leadership
HR Theory and Practice
It’s not hard to make decisions when you know
what your values are~Roy Disney
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HR Theory and Practice (cont’d)
TEAM WORKTEAM BUILDING
WHY?
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What makes a team? Structured and solid framework
• Shared values• Clear basic rules
Feeling safe is the base for daring to participate with all that you are and know• Personal acceptance of all team members
“togetherness” is the concrete and the glue.• Common problem solving• Shared experience• Fun moments
The roof needs to be high• Learn to give and take concrete feedback gives
development of leadership -role
HR Theory and Practice (cont’d)
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Building blocks Participation is obligatory
• Respect for team members
Generosity with your knowledge• Team members reciprocate with theirs
Positive attitude and commitment
• You know the return and value of teamwork• Motivation
HR Theory and Practice (cont’d)
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Team building Takes Time
T1 - reassurance, personal acceptance
T2 - common goals and values T3 - agreement on work form
and rules
»T4 – your team is built.Nothing can stop you!
HR Theory and Practice (cont’d)
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WHAT DOES A LEADER DO?
HR Theory and Practice (cont’d)
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Basic HR leadership tasks
Hiring
Training
Follow-up, motivate
Develop
HR Theory and Practice (cont’d)
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HIRING How many?
• Roughly 1000 employees needed for 1 million visitors per season
Who?• Part timers combined with other responsibilities or
winter job• Students• Unemployed• Students from foreign countries
How?• Lecturing at meetings, schools and university• Visiting areas with seasonal workers winter
HR Theory and Practice (cont’d)
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• WHO?• Students – first job
+ eager / enthusiastic- no experience, no discipline- not available all season
• Unemployed+ available all season+ politically correct to hire- often de motivated
• Overseas+ eager / enthusiastic
- language and culture barrier - travel and housing
HR Theory and Practice (cont’d)
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Hire procedures
HR department does all the hiring and assigns employees to different departments
+ effective hiring procedure - finding the right match/department challenge
Departments do their own hiring+ good matches to each department
- no overall company identification
HR Theory and Practice
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Hire procedures
HR department handles paperwork, cvs etc. Department AND a HR management representative do the interviews/introductions
+ clear company identification+ good department matches - heavy procedure
HR Theory and Practice
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Hiring procedureEstablish a hiring calendarSeasonal park operations require mass seasonal hiring and training Dec Jan Feb Mar April
Season – Start!
HR Theory and Practice
Hiring, demanding, receiving cvs
Traininggroup
Training depr
BOOM
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TrainingIdentify your training goalsPark culture and goals
Overall park knowledge (ind. find your way)
SafetyDepartment specific
• Tasks• Rules
HR information• Uniform• Meals• Pay• Other formalities
HR Theory and Practice
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Make your Training Plan
How many training hours do you have per employee?Identify training priorities and allot time accordingly
Remember• We are in the business of FUN!• It has to be reflected in EACH employee – use the
training!
HR Theory and Practice
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Develop thorough training materials
Employee handbook, department guides,
workstation guides, supervisor guidesSafety manualNew employee training checklistsTraining testsGeneral cash, emergency procedures
HR Theory and Practice
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Training methods
Vary the training presentation• Lecture• Guest speakers• Discussion• Practice• Games
Evaluate the training for effectiveness and usefulness to workers
HR Theory and Practice
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Follow up, motivate = coaching
Ongoing process – assessing employee performance and providing constructive feedbackPurpose: to clarify performance standards and motivate employees to improve retain interest for the job, build company cultureEssential coaching skills
• Active listening• Constructive feedback• Creating a positive and supportive climate –
problem solving approach
HR Theory and Practice
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Develop
Develop and market internally a progress of possibilitites Identify leadership potentialDelegate (with follow up)Train to develop
Being able to grow within a company is a strong motivation tool
HR Theory and Practice
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People is the industry's most precious resource
trainsupervisemotivate
HR Theory and Practice
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Unique for our industry:
Many YOUNG leaders and supervisors
S WEnergy Little experiencePassion
O TNo “bad habits” Needs constant input to stay “on course”
HR Theory and Practice
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Tell me - and I forget
Show me – and I remember
Involve me – and I understand
Confucius 551-479 BC
HR Theory and Practice
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HR Theory and Practice
Thank you