Clarity Publications is pleased to announce the publication of Leadership on the Line - The Workbook, the perfect program to train junior managers in the basics of Service-Based Leadership.
“Hard to believe, but The Workbook is even better than the book! Taken together they form an incredibly useful tool to help train my managers and supervisors to a consistent conception and application of leadership at our club.”
Chris Conner, General Manager, The River Club
Why Leadership on the Line?
Most leadership books are written for mid-level managers aspiring to senior positions. Few are written to address the challenges of first-time or front-line managers and supervisors; those that do usually focus on technical skills, not leadership. Yet it is the junior manager who so often directs a club’s member-facing employees. Without strong, consistent leadership at this level to direct, motivate, and inspire employees, a club’s member service efforts are at risk.
Leadership on the Line: A Guide for Front Line Supervisors, Business Owners, and Emerging Leaders, a book specifically written for first time and front line managers, was first published in 2002. Due to demand the expanded second edition came out in 2006.
Now we have brought out Leadership on the Line - The Workbook, a companion piece to the book that reinforces and expands upon the requirements of Service-Based Leadership in simple, easy-to-understand terms. Its focus is on building strong relationships with followers and serving the needs of all constituencies - boss, members, peers, and employees. With Service-Based Leadership members are treated well because employees are valued, trained, supported, and empowered by their leaders.
The Workbook provides a framework of Service-Based Leadership for those just starting on the path to successful leadership. As such it is the perfect training tool for young managers and those who must direct them. The most frequent comment heard from senior leaders about Leadership on the Line is, “I wish I had read something like this years ago.”
“This workbook is a great complement to the original Leadership on the Line. It reinforces comprehension of the book’s guiding principles while assisting the student in practical application of leadership skills. I will use The Workbook, as I have used the book, to build strong service-based leadership in our management ranks and to strengthen our culture of service to members and each other.”
Rob Duckett, General Manager, Mountaintop Lake and Golf Club
Leadership on the Line and The Workbook, both authored by Ed Rehkopf who writes this weekly Ideas and Information blog, are available at www.probizcom.com.
This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers - those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.
Club Resources International - Management Resources for Clubs!
“Now the Institute has taken another client: Miami International Airport, which many travelers will tell you needs customer service training like an airplane needs wings. Surveys rank its service among the nation’s worst. The airport’s terminal operations employees are taking classes taught by Institute instructors, learning leadership practices, team building, staff relations and communication skills-many formulated by Walt Disney himself.
3rd Posted Comment: “I agree with the posters who feel that senior management should lead by example and treat their subordinates with dignity and respect. It just seems like common sense, that when employees are happy and feel well treated, this will filter down to the way they treat the customers. Everyone in an organization deserves to be treated well and this makes for optimum performance.”
Attitude and morale are also important ingredients in hospitality and service operations where friendliness, good cheer, and enthusiasm are necessary requirements for success. While hiring the right people with the right personal qualities has always been a safe bet when building service teams, the very act of creating teams brings its own challenges. As pointed out in 