Download - Kanaidi, SE., M.Si., cSAP (sebagai Pemateri) “Pelatihan Effective SERVICE LEADERSHIP for BANKERs” bagi karyawan PT Bank Nagari - Padang di Hotel CROWNE Plaza-Bandung, 11 – 12

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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

Suasana Belajar - Para Peserta

“Pelatihan Effective SERVICE LEADERSHIP” bagi karyawan PT Bank Nagari - Padang

Hotel CROWNE Plaza-Bandung, 11 – 12 November 2015

BANDUNG

Suasana Belajar - Para Peserta

“Pelatihan Professional Development and Leadership for Secretaries” PetroChina Int’l 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

Para Peserta serius mengikuti Materi Pelatihan“Pelatihan SERVICE LEADERSHIP for BANKERs” dari Bank NAGARI

di Hotel CROWNE Plaza-Bandung, 11-12 November 2015

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

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.

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)

Memimpin vs MengelolaPemimpin (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

Gaya Kepemimpinan

• Pimpinan Bebas/laissez-faire

• Pimpinan Akomodatif/kekeluargaan

• Pimpinan Otoriter/diktator/kompetitif

• Pimpinan Kompromis/jalan tengah

• Pimpinan Demokratis/partisipatif/

kolaboratif

(Blake dan Mouton)

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Gaya KEPEMIMPINAN & PEMECAHAN Masalah

KOMPETISI

HINDAR

KOMPROMI

KOLABORASI

AKOMODASI

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TIDAK ADA KERJASAMA KERJASAMA SANGAT ERAT

TINGKATAN KERJASAMA

Effective

By : Kanaidi, SE., M.Si , [email protected] ..08122353284

The Service-Profit Chain

Target MarketService

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 productivityImprovements yield higher service qualityand 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

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 chain’s success

Leadership, Culture, and Climate (2)• Organizational climate

– The tangible surface layer on top of the organization’s 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 firm’s reward and recognition policies

Top

Mgnt

Middle

Management

Front-liner

Customers

Top

Mgnt

Middle

Management

Front-liner

Customers

(b) Modern Customer-oriented Organization Chart (a) Traditional Organization Chart

Bagan organisasi Modern Berorientasi Pelanggan

Introduction > Background > Characteristics > Paradoxes > Practice > Examples > More

By : Kanaidi, SE., M.Si , [email protected] ..08122353284

Effective

10 CharacteristicsService Leadership

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

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

ParadoxesServant-Leadership, itself a paradox, requires a constant balance…

Strong Be Open To Change

Busy Listen

Admit You Don’t KnowWise

Serious Laugh

Right Say, “I’m Wrong”

Compassionate Discipline

Planned Be Spontaneous

Great Be Without Pride

Leading Serve

Introduction > Background > Characteristics > Paradoxes > Practice > Examples > More

Enough To

Leadership Trainingfor

Area Agency on Aging

of North Florida, Inc.

D. M. Gabrielle, Ph.D.

“Gabrielle”

By : Kanaidi, SE., M.Si , [email protected] ..08122353284

Effective

Leadership

• Leadership and learning are indispensable to each other.

– John F. Kennedy

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

Leadership

• What are some characteristics of a good leader?

Leadership

• If your actions inspire others to dream more, learn more, do more and become more, you are a leader.

– John Quincy Adams

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?

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

Larry Spears Definition, 1995

• Non-hierarchical

• Non-autocratic

• Focused on growing people

• Focused quality and caring

• Teamwork-oriented

• Community-oriented

• Ethical behavior

Gabrielle DefinitionServant 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.

Gabrielle Definition

• Servant leadership encourages collaboration, trust, foresight, listening, ethics, and influence.