DISTINGUISHING CHARACTERISTICS OF SLAM EDUCATION

Po Chung, Co-Founder of DHL International and Chairman Emeritus of DHL Express (Hong Kong) Limited, is an expert on the topic of service leadership and has a lot to say about Service Leadership education in Hong Kong.

First, Po Chung endorses Edmond Ko’s belief that while “service leadership can be developed through service learning, it is important not to treat service leadership and service learning as the same thing [19].” According to Chung (2011) “Service Leadership has its own distinguishing characteristics,” which include:

  • SLAM education should inform learners that “true leadership is a service aimed at ethically satisfying the needs of one’s self, others, groups, communities, systems, and environments.” Chung includes “satisfying one’s own needs” because “a leader is unable to optimize his or her ability to lead others well unless he or she is healthy in mind, body, and spirit.” – Po Chung 2009.  This quote informs HKI-SLAM’s Core Belief 1.
  • SLAM education should stress the degree to which “everyone is a leader for at least 15 minutes everyday.” In other words, “several times each day, every human being occupies a position of leadership and possesses the potential to improve his leadership quality and effectiveness.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 2
  • Slam education should inform learners that “leadership effectiveness is dependent on possessing the right situational task competencies plus being judged by superiors, peers, and subordinates as possessing character and exhibiting care.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 3.
  • SLAM education should include “learning about the differences between top-down only authoritarian leadership models; and distributed: top-down, bottom-up, and side-to-side models of leadership.” – Po Chung 2010. This quote informs HKI-SLAM’s Core Belief 3.
  • SLAM education should include the “benefits of using distributed models of leadership for leading and managing long-distance service value chains and global service networks.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 3.
  • SLAM education should be about “recognizing the importance of trust, fairness, respect, care, behavioral consistency, and loyalty to the creation, development, and sustainability of positive social relationships, leadership effectiveness, and service satisfaction.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Beliefs 3, 4, and 5.
  • SLAM education should stress the degree to which “the server is the service.” That is, “judgments others make about the quality of one’s leadership or service are positively and negatively impacted by their judgments about one’s character and caring social disposition.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Beliefs 3, 4, 5, and 6.
  • SLAM education should be about “emphasizing the importance of students understanding why and how character and care influence service recipient and follower judgments about service satisfaction, leadership competency, and management effectiveness in different contexts and situations.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Beliefs 3, 4, 5, and 6.
  • SLAM education should be about “learning situational task specific service and leadership competencies in a course of instruction that places equal or greater value on developing the character strengths and nurturing the caring disposition of future service industry leaders and workers.” – Po Chung 2009.  This quote informs HKI-SLAM’s Core Belief 3
  • SLAM education should inform learners the degree to which “one’s personal operating system (POS) influences judgments others make about one’s social disposition, competency to lead, and trustworthiness in regard to the delivery of quality service.” – Po Chung 2010.  This quote informs Core Beliefs 3, 4, 5, and 6.
  • SLAM education should include “awareness of the Anna Kerenina Principle* and opportunities to apply it to the design of a desirable self image and self-improvement program. – Po Chung 2010.  This quote informs Core Beliefs 3, 4, 5, and 6.
  • SLAM education should inform learners about “the monetary and spiritual benefits of thinking about oneself as a personal service business. This instruction should include teaching learners how to use a strategic thinking and planning process to develop, manage, and continually improve an attractive brand image of one’s competencies, character, and caring disposition.”– Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 3.
  • SLAM education should inform learners about “the differences between goods-oriented leadership and management and service-focused leadership and management.” – Po Chung 2010. This quote informs HKI-SLAM’s Core Belief 5.
  • SLAM education should stress the degree to which “service is a social enterprise the value of which is co-created by the service provider and the person(s) served.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 5.
  • SLAM education should include “learning the importance and value of considering impacts on three levels of human relationship when designing service propositions or serving as a leader. The three levels of relationship and realms of impacts are the individual, the group, and environmental systems.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 5.
  • SLAM education should inform learners that “an entrepreneurial service leader is one who possesses the ability to train others to reproduce and scale up highly valued service propositions.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Beliefs 5 and 7.
  • SLAM education should inform learners about how “service leadership was likely the dominant way of life in pre-sedentary human groups.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 6
  • SLAM education should include awareness and benefits of and practice in a variety of mentor-apprentice, teacher-learner approaches that enable learners to master knowledge and skills in ways that help build their efficacy and confidence” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 7
  • SLAM education should inform learners about the degree to which “Hong Kong’s prosperity and wellbeing is dependent on its government and its citizens’ ability to deliver high-quality service.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 7.
  • SLAM education should inform learners the degree to which “personal prosperity in Hong Kong is influenced by one’s ability to provide quality service to all of the people one comes into contact with.” – Po Chung 2010.  This quote informs HKI-SLAM’s Core Belief 7.
*The Anna Kerenina Principle was used by Diamond (1999)[16] to describe the phenomenon that a deficiency in any one of a number of factors comprising an evolving situation can doom it to failure. A less ominous but similar principle is that, “bad is stronger than good as a general principle across a range of psychological phenomenon (Baumeister)[17].” 

REFERENCES

[16]

Diamond, J. (1999). Guns, Germs, and Steel: The Fates of Human Societies. Norton.

[17]

Baumeister et al., (2001). Bad Is Stronger Than Good. Review of General Psychology, Vol. 5. No. 4. 323-370.

[19]

Ko, Edmond, (2011). “Service Leadership and Service Learning,” Unpublished paper.