In this course, you are introduced to the principles of Servant Leadership and the importance of fostering an ethical service culture. Servant Leaders communicate ethical standards and facilitate a supportive and respectful service culture that contributes to employee empowerment. A number of cases are provided to highlight leadership challenges and approaches. Servant Leaders are distinguished by their focus on listening skills, and you will assess and develop your listening behavior using Professor Brownell's HURIER listening model, which addresses six interrelated components: Hearing, Understanding, Remembering, Interpreting, Evaluating and Responding. The development of a strong listening environment also facilitates service within your organization. Finally, you will examine your current environment to identify opportunities to strengthen relationships and enhance the service experience of your organization.
Key Course Takeaways
Foster ethical conduct to promote service excellence
Professor Emeritus, Cornell Nolan School of Hotel Administration
Judi Brownell is Professor Emeritus at the Nolan School of Hotel Administration, Cornell University, where she has served as Dean of Students, Associate Dean of Academic Affairs, and Director of Graduate Studies. Dr. Brownell teaches graduate and undergraduate courses in listening, leadership, communication, and organizational behavior, and her online programs are taken worldwide. Her current research interests include identifying key competencies associated with leadership effectiveness, managerial listening behavior, and enhancing service quality.
Dr. Brownell has published nearly 100 articles in professional journals and written numerous other publications. Her textbooks include “The Listening Advantage”; “Organizational Behavior for the Hospitality Industry” (with Florence Berger); “Organizational Communication and Behavior” (with Allan Frank); and “Listening: Attitudes, Principles, and Skills,” now in its seventh edition. A past president of the International Listening Association and the recipient of listening research awards, Dr. Brownell has been inducted into the International Listening Association’s Hall of Fame.