Kanaidi, SE., M.Si., cSAP (sebagai Pemateri) “Pelatihan Effective SERVICE LEADERSHIP for...

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Kanaidi, SE., M.Si., cSAP (sebagai Pemateri) Photo Bersama para Peserta “Pelatihan Effective SERVICE LEADERSHIPbagi karyawan PT Bank Nagari - Padang di Hotel CROWNE Plaza-Bandung, 11 – 12 November 2015 BANDUNG http:// www.slideshare.net/KenKanaidi/pelatihan-effective-service- leadership-bagi-karyawan-pt-bank-nagari-padang-di-hotel-crowne- plazabandung-11-12-november-2015-kanaidi-se-msi-csap-sebagai-pemateri

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  1. 1. Kanaidi, SE., M.Si., cSAP (sebagai Pemateri) Photo Bersama para Peserta Pelatihan Effective SERVICE LEADERSHIP bagi karyawan PT Bank Nagari - Padang di Hotel CROWNE Plaza-Bandung, 11 12 November 2015 BANDUNG http://www.slideshare.net/KenKanaidi/pelatihan-effective-service- leadership-bagi-karyawan-pt-bank-nagari-padang-di-hotel-crowne- plazabandung-11-12-november-2015-kanaidi-se-msi-csap-sebagai-pemateri
  2. 2. Suasana Belajar - Para Peserta Pelatihan Effective SERVICE LEADERSHIP bagi karyawan PT Bank Nagari - Padang Hotel CROWNE Plaza-Bandung, 11 12 November 2015 BANDUNG
  3. 3. Suasana Belajar - Para Peserta Pelatihan Professional Development and Leadership for Secretaries PetroChina Intl Companies- Jakarta di Hotel SENSA-Bandung, 21 23 Oktober 2015 Suasana Belajar - Para Peserta Pelatihan Effective SERVICE LEADERSHIP For BANKERs bagi karyawan PT Bank Nagari - Padang Hotel CROWNE Plaza-Bandung, 11 12 November 2015 BANDUNG Ny. Fera Ramali Ny. Prima Maigusti
  4. 4. Para Peserta serius mengikuti Materi Pelatihan Pelatihan SERVICE LEADERSHIP for BANKERs dari Bank NAGARI di Hotel CROWNE Plaza-Bandung, 11-12 November 2015
  5. 5. Penyerahan Sertifikat (Simbolis) kepada Ny. Prima Maigusti, Peserta Pelatihan SERVICE LEADERSHIP for BANKERs dari PT. Bank NAGARI di Hotel CROWNE Plaza-Bandung, 12 November 2015 BANDUNG
  6. 6. Apa itu LEADERSHIP ? Leadership (Kepemimpinan) adalah seni atau proses mempengaruhi orang-orang, sehingga mereka akan berusaha mencapai tujuan kelompok dengan kemampuan dan antusias. Kepemimpinan adalah proses mengarahkan dan mempengaruhi kegiatan yang berhubungan dengan tugas dari anggota kelompok. Kepemimpinan adalah proses mengarahkan orang dan mempengaruhi aktivitas-aktivitas yang berhubungan dengan tugas dari anggota-anggota kelompok.
  7. 7. Memimpin orang atau mengarahkan orang atau mengatur orang dapat dikatakan gampang-gampang susah (bawahan sering mempunyai pendapat, pengalaman, kematangan jiwa, kemauan, dan kemampuan yang berbeda bahkan di atas pemimpin)
  8. 8. Memimpin vs Mengelola Pemimpin (Leader) Manager Melakukan Inovasi Mengembangkan Memberikan Inspirasi Memiliki pandangan jangka panjang Menanyakan apa dan mengapa Memunculkan Menantang status quo Melakukan Sesuatu yang benar Mengurus Mempertahankan Mengendalikan Memiliki pandangan jangka pendek Menanyakan bagaimana dan kapan Mengawali Menerima status quo Melakukan sesuatu dengan benar
  9. 9. Gaya Kepemimpinan Pimpinan Bebas/laissez-faire Pimpinan Akomodatif/kekeluargaan Pimpinan Otoriter/diktator/kompetitif Pimpinan Kompromis/jalan tengah Pimpinan Demokratis/partisipatif/ kolaboratif (Blake dan Mouton)
  10. 10. 11 Gaya KEPEMIMPINAN & PEMECAHAN Masalah KOMPETISI HINDAR KOMPROMI KOLABORASI AKOMODASI K U R A N G T E G A S S A N G A T T E G A S T I N G K A T K E T E G A S A N TIDAK ADA KERJASAMA KERJASAMA SANGAT ERAT TINGKATAN KERJASAMA
  11. 11. Effective By : Kanaidi, SE., M.Si , cSAP [email protected] ..08122353284
  12. 12. The Service-Profit Chain Target Market Service Concept Operating strategy and service delivery system Employees Loyalty Satisfaction Capability Service Quality Productivity and Output Quality Customers Satisfaction Loyalty Revenue growth Profitability Workplace design Job design Selection and development Rewards and recognition Information and communication Tools for serving customers Quality and productivity Improvements yield higher service quality and lower costs Lifetime value Retention Repeat business Referral Service Value Attractive value Service designed and delivered to meet targeted customers needs 2 13 4 - 7 Internal External
  13. 13. Links in the Service-Profit Chain 1. Customer loyalty drives profitability and growth 2. Customer satisfaction drives customer loyalty 3. Value drives customer satisfaction 4. Employee productivity and retention drive value 5. Employee loyalty drives productivity 6. Employee satisfaction drives loyalty and productivity 7. Internal quality drives employee satisfaction 8. Top management leadership underlies chains success
  14. 14. Leadership, Culture, and Climate (2) Organizational climate The tangible surface layer on top of the organizations underlying culture Factors of influence: Flexibility, responsibility, standards that people set, perceived aptness of rewards, clarity people have about mission and values, level of commitment to a common purpose Creating a new climate for service, based on understanding of what is needed for market success, may require Radical rethinking of HRM activities, operational procedures, and the firms reward and recognition policies
  15. 15. Top Mgnt Middle Management Front-liner Customers Top Mgnt Middle Management Front-liner Customers (b) Modern Customer-oriented Organization Charta) Traditional Organization Chart Bagan organisasi Modern Berorientasi Pelanggan
  16. 16. Introduction > Background > Characteristics > Paradoxes > Practice > Examples > More By : Kanaidi, SE., M.Si , cSAP [email protected] ..08122353284 Effective 10 Characteristics Service Leadership
  17. 17. Ten Characteristics 1. Listening 2. Empathy 3. Healing 4. Awareness 5. Persuasion 6. Conceptualization 7. Foresight 8. Stewardship 9. Commitment to the Growth of People 10. Building Community Service Leadership Introduction > Background > Characteristics > Paradoxes > Practice > Examples > More
  18. 18. Characteristic Breakout Servant Leader Awareness Persuasion Conceptualization Foresight Listening Empathy Healing Stewardship Commitment to People Building Community into 3 dimensions SERVANT-LEADER Introduction > Background > Characteristics > Paradoxes > Practice > Examples > More
  19. 19. Paradoxes Servant-Leadership, itself a paradox, requires a constant balance Strong Be Open To Change Busy Listen Admit You Dont KnowWise Serious Laugh Right Say, Im Wrong Compassionate Discipline Planned Be Spontaneous Great Be Without Pride Leading Serve Introduction > Background > Characteristics > Paradoxes > Practice > Examples > More Enough To
  20. 20. Leadership Training for Area Agency on Aging of North Florida, Inc. D. M. Gabrielle, Ph.D. Gabrielle By : Kanaidi, SE., M.Si , cSAP [email protected] ..08122353284 Effective
  21. 21. Leadership Leadership and learning are indispensable to each other. John F. Kennedy
  22. 22. Management vs. Leadership Management is doing things right; leadership is doing the right things. - Peter F. Drucker You manage things; you lead people. - Grace Murray Hopper
  23. 23. Leadership What are some characteristics of a good leader?
  24. 24. Leadership If your actions inspire others to dream more, learn more, do more and become more, you are a leader. John Quincy Adams
  25. 25. Servant Leadership What is servant leadership? What do the critics say about it? What kinds of jobs do servant leaders hold? What kind of authority do they have? What does it take to be a servant leader?
  26. 26. Robert Greenleaf Definition, 1970 Wanting to serve others Non-materialistic Not focused on power and control Focused on growing people Desire to give the underprivileged a voice and help them succeed
  27. 27. Larry Spears Definition, 1995 Non-hierarchical Non-autocratic Focused on growing people Focused quality and caring Teamwork-oriented Community-oriented Ethical behavior
  28. 28. Gabrielle Definition Servant leaders: believe they have a higher calling devote themselves to serving the needs of others focus on meeting the needs of those they lead inspire personal growth in themselves and others listen and build a sense of community treat others as they would like to be treated.
  29. 29. Gabrielle Definition Servant leadership encourages collaboration, trust, foresight, listening, ethics, and influence.