7 Habits of Highly Effective Hospitality Professionalssgmpcentralflorida.com/files/7habits.pdf7 Habits of Highly Effective People A BOOK published in 1989 BY Stephen R. Covey. He was

7 Habits of Highly Effective Hospitality ProfessionalsBETH MILLER-TIPTON, CMP, CGMP

7 Habits of Highly Effective People

A BOOK published in 1989 BY Stephen R. Covey.

He was 56 years old WHEN HE PUBLISHED IT!

Covey was recognized as one of Time magazine’s 25 most influential Americans.

He was one of the world’s foremost leadership authorities, organizational experts, and thought leaders. [1933 -2012]

The 7 Habits are universal, timeless principles that have stood the test of time with millions of people around the world.

BETH MILLER-TIPTON | SGMP CENTRAL FLORIDA CHAPTER | OCTOBER 24, 2017

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This book is really about Building Leaders. Dr. Covey researched thousands of publications Conducted interviews Examined thousands of leaders throughout history Identified SEVEN universal principles

The 7 Habits . . .

1 - Be Proactive (Circle of Influence)

2 - Begin with the End in Mind

3 - Put First Things First

4 - Think Win-Win

5 - Seek First to Understand, Then to be Understood

6 - Synergize (Combine strengths through positive teamwork)

7 - Sharpen the Saw (Balance and renew resources, energy, and health.)

8 – From effectiveness to greatness: find your voice and inspire others.


Following these habits helps you . . .

1. Exert influence by anticipating problems and identifying solutions before they happen.

2. Define a purpose and work toward a unified vision to accomplish identified goals.

3. Prioritize instead of react to urgencies.

4. Win by helping others - build high-trust relationships of mutual benefit.

5. Accomplish more by combining the strengths of people through positive teamwork.

6. Preserve, enhance and propel yourself forward!


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These principles help you - -At WORK At HOME - with your Children, your partner, your Family With your church or organizations where you may volunteer or belong as a member With your HOBBY The are TIMELESS. UNIVERSAL. PRINCIPLES.

Habit #1: Be ProactiveFocus on what you can control

instead of what you can’t.

CIRCLE OF INFLUENCE

pro·ac·tive [adjective: proactive]

creating or controlling a situation by causing something to happen rather than responding to it after it has

happened.


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EXAMPLES OF BEING PROACTIVE IN THE HOSPITALITY INDUSTRY: Risk management plan – emergency preparedness Contingency plan if it were to rain on a day with an outdoor event scheduled Planning for renovations that may disrupt a group Finding out dietary requirements of attendees Having a back up speaker in case a keynote cancels Getting an insurance policy A personal example is SAVING FOR RETIREMENT!!

Habit #2: Begin with the End in Mind

Define clear measures of success and a plan to achieve them.

Visualize where you want to go.


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Every meeting has a purpose. Define that right at the outset You may need to talk your client through the process. Develop your vision – and create a blueprint. AGENDA Identify Field Trips - Determine Pre or Post Conference Events A plan for keynotes – how much? Itemize Daily Functions – F&B costs Finalize hotel space requirements Plan for AV plan – how many breakouts? What level of décor, lighting, sound, stage effects? Training Staff: Start by taking them to “well organized” conferences so they can see what they need to work toward. Getting client decisions on what they envision for their meeting TIMELINES – work from end to beginning Enter PRODUCTION phase – start at the beginning – put First things First

Habit #3: Put First Things FirstPrioritize and achieve your most important goals, instead of constantly reacting to urgencies.Quadrant 1) Urgent & Important (Crisis mode, pressing problems, emergencies like sick child, lost phone)

Quadrant 2) Important & Not Urgent (long range planning, building timelines, planning budgets, exercise, preventive maintenance)

Quadrant 3) Urgent & Not important (Interruptions, phone calls, emails, some reports, some meetings)

Quadrant 4) Not Important & Not Urgent (Timewasters, trivia, busy work, TV, gossip, social media, surfing the web)


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Ideally we should be living/operating in Quadrant 2 as much as possible. Long-range planning. Building timelines. Plan your work and work your plan. TIP: Create a Plan WEEKLY – if you’re not planning, you’re wandering. Before you go home on a Friday, make sure your TO DO list is ready for when you walk in on Monday so you can get down to business right away. It’s best to make this a daily habit. Have the next day’s tasks lined up. If you have a lot on your list that you have been adding chronologically, they may not be in the order of importance. Use letters to PRIORITIZE your existing list. For example, use A, B, C. Highlight critical tasks in yellow. TRICK: Short term prompt: If you only get ONE THING done today – what would that be? Then after you finish that task – if you could only get ONE MORE THING done, what would that be? And keep going. Stay out of Quadrant 4 at work (unless you’re on break!). Turn your email off. Silence your cell phone notifications to minimize interruptions. Work on the task at hand. Check email during specific times throughout the day.


Habit #3: Put First Things First

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What Are "Urgent" and "Important" Activities? In a 1954 speech to the Second Assembly of the World Council of Churches, former U.S. President Dwight D. Eisenhower, who was quoting Dr J. Roscoe Miller, president of Northwestern University, said: "I have two kinds of problems: the urgent and the important. The urgent are not important, and the important are never urgent." This "Eisenhower Principle" is said to be how he organized his workload and priorities. He recognized that great time management means being effective as well as efficient. In other words, we must spend our time on things that are important and not just the ones that are urgent. To do this, and to minimize the stress of having too many tight deadlines, we need to understand this distinction: Important activities have an outcome that leads to us achieving our goals, whether these are professional or personal. Urgent activities demand immediate attention, and are usually associated with achieving someone else's goals. They are often the ones we concentrate on and they demand attention because the consequences of not dealing with them are immediate. When we know which activities are important and which are urgent, we can overcome the natural tendency to focus on unimportant urgent activities, so that we can clear enough time to do what's essential for our success. This is the way we move from "firefighting" into a position where we can grow our businesses and our careers.


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The ONE Thing – The surprisingly simple truth behind extraordinary results by Gary Keller (#1 Wall Street Journal Bestseller) Cut through clutter and Achieve better results in less time Avoid feeling overwhelmed Stay on track Dial down stress and revive your energy Feeling overwhelmed? Email me at [email protected] and I’ll send you a scanned copy of 9 Ways of Coping

Habit #4: Think Win-Win

Collaborate more effectively with others by building high-trust relationships of mutual benefit.

Win-Win isn't about being nice, nor is it a quick-fix technique. It is a character-based code for human interaction and collaboration.

When you negotiate - seek to make deals that help everyone.


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Many people grow up with a competitive mindset "I win, you lose", a beaten-down mindset "I give up, do what you want to me", or a mix of these and other mindsets. Each of these has its place. However, for your most valuable family and business interactions, the most mature and effective goal is usually to seek situations which benefit everyone involved. Stephen Covey says that there is one clear sign of win-win, and that's winning by helping others.


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And the first practical step of winning by helping others is. . . Habit 5: Seek First to Understand, Then Be Understood.

Habit #5: Seek First to Understand, Then to be Understood.Influence others by developing a deep understanding of their needs and perspectives.

Wants

Needs

Aspirations

Motivations

Mindset

REALLY LISTEN to what they want.

If you don’t understand, ask probing questions until you do.


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What are MUST HAVES (needs) versus WANTS – would like to have What is the client’s motivation? That will help direct your plan. Are they budget conscious? Are they quality conscious? If their aspiration/motivation is to “put on a show”, and money is no object, this type of client might want a 4 or 5 star hotel. They may want fancy linens and centerpieces. Or allow a larger budget for staging, props and décor. If they have a serious, no frills mindset, perhaps they will be budget conscious and want you to be mindful of expenses. You really need to understand your client’s motivations before you embark on planning their event or selling to the planner. REALLY LISTEN to what they want. If you don’t understand, ask probing questions until you do. We could spend a whole day on the stages of LISTENING. Communication is the most difficult aspect for the majority of people.

Pitfalls of CommunicationMost people listen with the intent to reply, not to understand.

We are thinking in our heads as we prepare to respond so we don’t hear what is being said.

We filter the message through our life experiences and our frame of reference.

We decide prematurely what the other person means before he/she finishes communicating.

REVERSE THIS: Is your CLIENT or BOSS listening to you?What did they hear?

What will they remember?


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As planners and suppliers, the devil is in the details. We must communicate. We must follow-up with written recaps. We must follow through. We must confirm we understand what they are telling us, and confirm they understand what we are telling them.

5 different types of listening stylesIgnoring – The “La La La, I can’t hear you” fingers in the ears school of listening

Pretending – The “Uh huh, Oh really? That’s nice” school of listening

Selective Hearing – The “But I’m sure I heard you say…” school of listening

Attentive – The “I know exactly how you feel, when that happened to me…” school of listening

Empathic – The “And how does that make you feel?” school of listening

Just because we think we may have a solution to someone’s problem we shouldn’t verbalize it until we truly understand where they’re coming from and what they want.


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4 stages to empathic listening, each builds on the one before it. Mimic – Repeat what the other person said Rephrase – Rephrase their comments to show that you’ve understood Reflect – Put their feelings into words for them Rephrase and Reflect – Combine steps 2 and 3 “Let me see if I understand you - if I’ve got this right…” MEMORY – what was discussed. Take notes. Reiterate & Remind – WORK TOGETHER

Habit #6: Synergize

Develop innovative solutions that leverage diversity and satisfy all key stakeholders.

- Synergize is a verb.

- Combine strengths through positive teamwork to achieve goals no one could have done alone.

- Synergy is achieved when two or more people work together to create something better than either could alone.


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LEVERAGE - use (something) to maximum advantage. STAKEHOLDER - a person with an interest or concern in something, especially a business. Work with your client to find the happy medium where all key stake holders are satisfied. Maybe you can’t find a 4-5 star hotel, but you can afford a 3-star hotel located on the beach, and use décor to make the events feel a little more upscale. CREDIT FOR SYNERGY INFO GOES TO: The Secret to Team Synergy by Matthew E. May Strategic Facilitation & Ideation, MatthewEMay.com VisionariesOperators ProcessorsSynergists Synergy is achieved when two or more people work together to create something better than either could alone.


Habit #6: Synergize

What’s a "Synergist"?

It's someone in a group or team who sets their personal interests below the best interests of the team as a whole, who can see the big picture of what the team or group is there to do and works tirelessly to make that happen, without manipulating the process or its outcome to their own personal advantage.

SUGGESTED READING: The Secret to Team Synergy by Matthew E. May Strategic Facilitation & Ideation, MatthewEMay.com


https://www.americanexpress.com/us/small-business/openforum/members/matthewe.may/?linknav=us-openforum-article-author-top

Habit #6: Synergize

Most teams have three natural styles of their team members:

Visionary - works at 30,000 feet on long-term, strategic issues, embraces change and risk, often charismatic communicators who build a tight, loyal team around them. [Steve Jobs]


Habit #6: Synergize

Operators - self-starters who bulldoze their way through obstacles using determination and brute force. They don't have the Visionary’s grand view of things and are much more practical and task-focused.


Habit #6: Synergize

Processors - deliver success and growth by iteration and constant improvement rather than a grand vision or brute force. Risk-averse and skeptical by nature, the Processor eschews intuitive leaps of faith and bases decisions only on measurable, objective criteria. [Warren Buffet]


Habit #6: SynergizeExample of Team Styles in a Meeting:

The Visionary wants to grab control of the meeting, hyperlink from topic to topic and quickly find a creative (usually risky) solution to the problem.

The Processor wants to work slowly through a pre-planned agenda in an orderly fashion, examining all the data in great detail, and come to a considered, risk-averse solution—which they then want to thoroughly test before implementing.

Meanwhile the Operator sits idly by in an increasing state of frustration, checking e-mail and waiting for the other two to come to some sort of a conclusion.

Do you see yourself in any of these descriptions?


Habit #6: Synergize – The Hardest Part

Why is SYNERGY so difficult?

Because most of us aren’t Synergists by nature.

The more people in any organization who can act as Synergists, the faster and more effectively that organization will achieve its goals.


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Presentation Notes

LEVERAGE use (something) to maximum advantage. STAKEHOLDER a person with an interest or concern in something, especially a business. Work with your client to find the happy medium where all key stake holders are satisfied. Maybe you can’t find a 4-5 star hotel, but you can afford a 3-star hotel located on the beach, and use décor to make the events feel a little more upscale. The Secret to Team Synergy by Matthew E. May Strategic Facilitation & Ideation, MatthewEMay.com

Habit #6: Synergize

RECOMMENDED READING:

The Secret to Team Synergy by Matthew E. May Strategic Facilitation & Ideation, MatthewEMay.com

The Synergist, Les McKeown, consultant and bestselling author of Predictable Success


Presenter

Presentation Notes

LEVERAGE use (something) to maximum advantage. STAKEHOLDER a person with an interest or concern in something, especially a business. Work with your client to find the happy medium where all key stake holders are satisfied. Maybe you can’t find a 4-5 star hotel, but you can afford a 3-star hotel located on the beach, and use décor to make the events feel a little more upscale. The Secret to Team Synergy by Matthew E. May Strategic Facilitation & Ideation, MatthewEMay.com

https://www.americanexpress.com/us/small-business/openforum/members/matthewe.may/?linknav=us-openforum-article-author-top

http://www.predictablesuccess.com/

Habit #7: Sharpen the SawAs a whole we have four intelligences:

PhysicalSocial/EmotionalMentalSpiritual

Increase motivation, energy, and work/life balance by making time for renewing activities.


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Physical: Beneficial eating, exercising, and resting Social/Emotional: Making social and meaningful connections with others Mental: Learning, reading, writing, and teaching Spiritual: Spending time with God, or in nature, or expanding your spiritual self through meditation, music, art, prayer, or service Effectiveness versus Efficiency: Managing oneself is concerned with learning how to make oneself more effective Managing time is largely concerned with making oneself more efficient

The Goal is to find the Sweet Spot – do not neglect yourself


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MENTAL: Research shows that without ongoing learning and reinforcement, 50 percent of learned content is not retained within five weeks. And within 90 days, that figure increases to 84 percent. THAT’S WHY WE NEED: Frequent reminders Repetition - Re-reading the same book - Habit forming regimens TIME ALONE – QUIETNESS – for refreshing the spirit and the soul Social connections – meaningful relationships

The 8th Habit: From Effectiveness to Greatness

•develop mental energy into vision

•develop physical energy into discipline

•develop emotional energy into passion

•develop spiritual energy into conscience (your inward moral sense of what is right and wrong and your drive towards meaning and contribution.)


IMPORTANT REMINDER: Avoid the "5 Cancerous Behaviors" that inhibit greatness:

•Criticism | Complaining | Comparing | Competing | Contending

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This habit was added in 2004 – it is a whole new book! Pinterest – spirit of comparison - THINGS - MATERIALISM Facebook – spirit of comparison – PEOPLE; Both Feed spirit of COMPLAINING, COMPLETING & CONTENDING. Can lead to DISSATISFACTION.

Let’s Brainstorm How to Use the Habits


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Everyone has a HABIT SHEET on their table. Identify a Note taker – write NEATLY – these will be recorded into a handout posted on the web site with the PPT PDF. Work together to identify how the habit assigned to your table can be used to improve your performance. Shoot for a minimum of at least TWO ways for a meeting planner and TWO ways for a service provider (ie hotel, AV company, marketer, etc. [You have FIVE minutes.] Then decide as a group what your top two recommendations are – one for planners and one for suppliers. Try to think outside the box – can you come up with ways that are not so obvious?

Recap of 7 Habits of Highly Effective People

1 - Be Proactive (Circle of Influence)

2 - Begin with the End in Mind

3 - Put First Things First

4 - Think Win-Win

5 - Seek First to Understand, Then to be Understood

6 - Synergize (Combine strengths through positive teamwork)

7 - Sharpen the Saw (Balance and renew resources, energy, and health.)

8 – From effectiveness to greatness: find your voice and inspire others.


RECAP: Benefits of Practicing the 7 Habits1. Exert influence (anticipate problems and identify solutions before they happen.)

2. Define a purpose. (Work toward a unified vision to accomplish identified goals.)

3. Prioritize instead react.

4. Win by helping others. Build high-trust relationships of mutual benefit.

5. Accomplish more by combining the strengths through positive teamwork.

6. Preserve, enhance and propel forward the greatest asset you have—YOU!


http://www.lifehack.org/608348/one-small-actions-separate-success-from-mediocrity

Documents

7 Habits of Highly Effective Hospitality Professionalssgmpcentralflorida.com/files/7habits.pdf7 Habits of Highly Effective People A BOOK published in 1989 BY Stephen R. Covey. He was