LESSON 1: SELF-AWARENESS, SELF WHY IS MOTIVATION IMPORTANT?

REGULATION, MOTIVATION, AND - It increase your efficiency as you work

COMMUNICATION toward your goals
- Drive you to take action
Self-awareness
- Improve your overall well-being and
• ability to accurately perceive the level of happiness
skill, knowledge, value we use when it Theories of Motivation
comes to our emotion. • Two-factor theory (Frederick Herzberg)
• Gives a sense of power, peace and o Assumes that certain factors
prosperity result in satisfaction, but their
“the aim of cultural awareness is to try and absence may not lead to
understand yourself as well as the other” dissatisfaction
Awareness EXTRINSIC
• the root of self-esteem • Arises from external (rewards, money,
Self-regulation trophies)
• awareness of certain behavior leads to INTRINSIC
self-policing action/to alter behavior • Arises from within or internally
• determines how we can choose to • Acquired needs (David McClelland)
respond o Assumes that people have needs
TWO TYPES OF PRESSURE that are acquired through
• Good Pressure experiences.
o Result of assertive yet non- o TYPES OF MOTIVATIONAL
critical and non-harmful NEEDS ACCOR. TO
atmosphere. ACQUIRED NEEDS THEORY
• Bad Pressure ▪ ACHIVEMENTS
o Build up stress and create an ▪ AUTHORITY/POWER
atmosphere which is critical and ▪ AFFILIATION
toxic. Communication
Self-Regulation Theories • A process of creating and sharing ideas,
• Social Learning Theory (Albert Bandura) information and feelings.
o Assumes that people learn from Most Common Forms of Communication in the
one another in observation, Workplace
imitation and even modeling • Written communication
• Self-determination Theory (Edward Deci • Oral communication
and Richard Ryan) • Nonverbal communication
o Assumes that psychological
• Listening skills
needs that are the basis for self-
Communication Gap
motivation and personality
• Language barriers
integration.
• Cultural barriers
Phases of Self-regulation
• Emotional barriers
• Forethought/Pre-action or setting
Importance of Communication
standards and goals
• Empower and support your team
• Performance control
• Reinforce your services values
• Self-reflection
• Provides a positive experience for
Motivation
customers
• Describe why a person does something
• Driving force behind human actions
LESSON 2: EMPATHY, SOCIAL SKILLS Levels of Culture
AND COACHING • International
o Cultural traits that extend
What is Culture? beyond national boundaries. Is
• A shared pattern of behaviors and spread through colonization,
interactions, understanding that are migration and globalization.
learned by socialization. • National
• CULTURE is LEARNED, SHARED, o The beliefs, behavior, patterns,
DYNAMIC, SYSTEMATIC, AND values, cultural traits shared
SYMBOLIC within a country.
• It is a collective programming of minds • Sub-culture
• A way of life of a group of people o A group within society whose
Types of Cultures behaviors is differ in some
• Material Culture distinct ways.
o Physical objects, resources and Cultural Differences
spaces that people use to define • Variations in cultural traits between
their culture cultures
• Non-material Culture Multiculturalism
o Cannot be touch, feel, taste, or • Allowing may individual cultures to exist
hold. It is a non-physical idea within one country.
that people have their culture Types of Cultural Change
Elements of Cultures • Diffusion
• Social Organizations • Acculturation
o Shows how the society treats the
relationship between different
members
• Rituals
o Sets of action that are repeated
• Norms
o Standards and expectations in
culture for behaving
• Customs
o Traditions, values, and social
standards of a society
• Religion and Language
o Describes a society’s morals and
beliefs
o Language being a symbolic
system through which people
can communicate
• Symbols
o Used by culture to express a
value of the culture
Empathy
• Action of understanding, being aware of,
action of understanding, being aware of.
LESSON 3: CULTURE AND BUSINESS • Degree of hierarchy
o 3 distinct level of hierarchy
Values ▪ High
• Abstract ideas about the good, the right ▪ Moderate
and desirable ▪ low
Norms • People orientation or task orientation
• Social rules and guidelines; determines o People orientation- put people
appropriate behavior in specific first when making decision
situations o Task orientation- put tasks and
Cultural Differences processes first when making
• What behavior is common and accepted decisions.
professionally in one location compared Cultural Changes
to another. • The way society is changed.
Cultural Sensitivity CULTURAL CHANGES
• Awareness and appreciation of the • Technology influenced globalization
values, norms, and beliefs characteristic o Improved transportation and
of a cultural group that is not one’s own. communication
CULTURAL DIFFERENCES ARE o The internet and social media
RELATED TO: o Globalized media
• Social Structure Importance and Role of Culture in International
o Pattern of social relationship. Business
Regulates interaction among the • Entry into new markets
members. • Business negotiations
• Religion • Identifying regional differences
o Cultural identity like how they
dress, what and when they eat,
and how they behave.
• Language
o Way by which people
communicate.
• Education
o Can be thought as the
transmission of the values.
• Economic and political philosophy
o Economic philosophy- a branch
of philosophy that studies the
conceptual theory and practices.
o Political philosophy- concerned
at the argument in political
opinion.
Factors that Shape an Organization’s Culture
• Values
o Common values are:
▪ Outcome orientation
▪ People orientation
▪ Team orientation
▪ inovation
LESSON 4: WHY SERVICE MATTERS Success
In the general context
What is Customer Service • Ability to reach your goals
• A business management style that places • Status of achieving and accomplished an
consumers at the core of services. aim or objective
Importance of Services In the context of Customer Service
• Helps you retain customers • Customer satisfaction
• Boost employee retention • Fulfilled customer needs and wants
• Reinforces company values and brand Why success is important
• Generates referrals • It creates a positive brand image
• Proactively customer issues • It has impact on customer retention and
• Gives a competitive advantage loyalty
Quality in Services • Increasing sales and revenue
• A measure of hoe well an organization • It can increased customer satisfaction
provides service to meet customer • To increase the long-term benefits
demands and expectations FACTORS CRITICAL IN SUCCES
Dimensions of Quality in Services • STRATEGIC FOCUS
• Reliability • PEOPLE
o Ability to meet those • FINANCES
expectations • MARKETING
• Tangibility
o Ability to portray service to its
customer
• Empathy
o The cate and individual attention
an organization delivers through
its services
• Responsiveness
o Organization’s willingness and
dedication to help customers by
providing prompt services.
• Assurance
o The trust and confidence that
customers have in the employee
at an organization.
Loyalty
• One essential traits to have if you want to
form more meaningful relationships with
other people.
Importance of Loyalty
• Loyal customers become the ambassador
of your company
• Customer retention rate
• Customer loyalty builds brand
ambassadors